Items Tagged with 'customer service'

ARTICLES

Racing the Clock: Contractors and the Appointment Window

Communication Key to Being on Time, Building Trust
By Kimberly Schwartz
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Being punctual is about more than just minimizing your customers’ wait times — smart contractors recognize they are building trust with clients when their technicians arrive on time. 


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The Demise of HVAC Customer Service

P.S., It’s the Customer’s Fault
By Steven L. Dobbins
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It’s not just the “me” generation that has caught up to all of us. The self-respect generated by a job well done is the exception now, whereas it used to be the rule. Why? What changed?


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Nexstar Coach’s Blog:

Get Connected

By Julian Scadden
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We commonly ask our employees to connect with the customer, from the phone call to the visit at their home. “Get to know them, and ask questions. Connect with them,” is the creed. But before we ask employees to connect with customers, we should ask “How well connected are we with each other?”


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It’s the Little Things that Count

Attention to Detail Makes All the Difference
By Jen Anesi
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A small gesture on your part could mean a lot to the customer, and it could help ensure they become a customer for life.


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Is It Really All About Price?

If You Think the Majority of Customers/Prospects Leave Looking for a Lower Price, You Are Wrong
By Bob Janet
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It’s all about price, isn't it? That's why every company that sells high-end items is going out of business. But wait a second; they are not going out of business. In fact they are profiting like never before.


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The Importance of Putting a ‘Smile’ in Your Voice

On the Telephone, Your Voice Accounts for 84 Percent of Your Effectiveness
By Bob Janet
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Don’t assume your customers cannot see you when you talk to them on the telephone. Okay, they can’t physically see you, but they can see your attitude. They can see how important you think they are.


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Nexstar Coach’s Blog:

Ask Your Team: You Need to Know What They Know

By Tom Merriott
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Ask yourself right now: Are you in touch with your customer service staff? If you’re not, be aware, in most cases these people know more about some aspects of your business than you do.


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Simple Steps to Improve Your Customer Service

By Patricia Bonacorda
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There’s more to running a successful HVAC company than knowing how to repair, install, and maintain heating and cooling equipment. Even if you employ the most talented technicians you can find, failing to make customer service a top priority will hold you back.


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March 3, 2014: Broan-NuTone Wins International Service Excellence Award

Company Receives Award for Second Straight Year
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Broan-NuTone®, a leading manufacturer of residential ventilation products, has been awarded the 2013 International Service Excellence Award in the Medium Business category from the Customer Service Institute of America for the second consecutive year. 


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Waiting is the Hardest Part

Customers Aren’t Willing to Waste Valuable Time on Standby
By Herb Woerpel
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If there’s one group that hates waiting more than I, it’s those with faulty comfort systems. When it’s 101°F outside, and the air conditioner isn’t operating as expected, it’s considered a catastrophe. The local HVAC guy must come to the rescue. If you’re lucky enough to net such a call for help, you must react accordingly.


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Jeremy Begley, home-performance specialist and Web and social media manager with National Heating and Air Conditioning Co. in Cincinnati discusses how and why you should add home-performance philosophies to your contracting repertoire. Posted on Sept. 12.

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