“You buy into the need for having a service agreement,” said Garofalo, a partner with Callahan/Roach and Garofalo, during his seminar titled “Profitable Residential Service: 10 Critical Keys to Success” at the 2003 Air Conditioning Contractors of America (ACCA) convention.
“Your technicians need to wear professional uniforms, shoe covers, have dropcloths, latex gloves in the home, and a photo ID badge. They [customers] need to see how much value we deliver, so that whatever we are charging, they’re feeling like they got more value than they paid for.”