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ARTICLES

Creative Ways to Keep Your Customers Coming Back

April 29, 2013

By Jim Hughes

One Comment

In an industry where it can be years between service calls, and replacements are 15 or more years apart, you need more than great customer service to keep customers coming back.

Where Are Your Customers?

March 18, 2013

By Kyle Gargaro

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I don’t believe the HVAC industry in which you work and the publishing business which The NEWS plays in have very much in common. There is one fairly significant similarity though: We both need to be where our customers/readers are at all times.

Odors, Oil, Great Service

October 1, 2012

By Steve Coscia

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Is a technician’s value based on technical skills only? The answer will depend on your experience and the pivotal events that helped to shape your career. Our industry places much emphasis on diagnostic and troubleshooting capability, whereas a customer’s perception of value may be something else altogether.

Customer Service That Bowls Over the Competition

August 20, 2012

By Kyle Gargaro

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This week I am writing about bowling. Not so much the 7-10 split or how many beers translate into the best score — although I would guess more than 3 and less than 6 — but I am writing about the customer service I received from a local bowling alley that turned me from a disgruntled customer to a loyal one.

Learning From Sting Operation

August 13, 2012

By Butch Welsch

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The NBC “Today” show recently showed a “sting” operation on air conditioning contractors. Since the program was aired, HVAC chat rooms have been filled with conversations. What’s the buzz about?

Stung By the Sting

August 10, 2012

By John Conrad

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My editorial in the July 23 print issue of The NEWS concerning the NBC “Today” Show sting showing dishonest HVAC technicians seems to have hit a nerve, a raw nerve. Is there a solution?

Marketing Magic: Are You Building Fans for Life?

May 28, 2012

By Adams Hudson

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“Why didn’t you page the nearby area to let people know you were leaving early?” The Delta attendant said, “We only page in the immediate area.” “So,” I asked, through mildly clenched teeth, “You only page to locate people who are already here?” Anybody see the problem?

Nurture the Seeds of Lasting Relationships

April 5, 2012

By Herb Woerpel

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The cherry blossoms in Washington, D.C., can teach us about customer relationships.

Coscia Communications Inc.: Customer Relations Training DVD

February 20, 2012

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A DVD titled “Contractor Soft Skills” illustrates how contractors can have their technicians improve their own soft skills. The DVD is the third one about customer service by customer service expert Steve Coscia.

Ice Breaker: It's the Little Things That Count

January 9, 2012

By Joe Marchese

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There is a major customer service component to every refrigeration technician’s job. So how can a technician best represent his company?

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Nexstar® Network Super Meeting

10/11/12

This year's event is all about world-class customer service and holding employees accountable for making customers No. 1. Read More

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2013 ACCA Conference & IE3 Expo

Photos from the 2013 ACCA Conference & IE3 Expo in Orlando, Fla.

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Selling Zoning is Easier Than You Might Think

This overview of the benefits of zoning includes tips for selling to consumers and businesses. Tom Jackson discusses options for new construction and retrofit, as well as some ways a residential contractor can get into the light commercial business with zoning products. Speaker: Tom Jackson, CEO, Jackson Systems

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2013 May 13

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Driver tracking system - Jan. 10, 2013: NexTraq Fleet Tracking System Offers Distracted Driving Solution

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Thank You!! - Skilled Jobs Direct Launches Website

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