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This article discusses some of the things that technicians need to understand about customers and what they want from a technical professional or any business they buy from.

The focus on total claims cost from one year to the next is incomplete and shortsighted. It fails to recognize or measure what’s driving the claim costs. CompScore Metrics looks at the most important measurements for driving down workers’ compensation costs.

There's an old saying in Texas: "If you've got to swallow a bucket of frogs, you might as well start with the big one." And, sometimes, the idea of "selling" can be a big frog for technicians to swallow.

Severance agreements have been challenged in some recent court cases, particularly agreements that require employees to waive their right to file an administrative charge with the Equal Employment Opportunity Commission (EEOC).

This second part of a six part series looks at a simple, down-to-earth way to consider professionalism - something that can be described as the “technical professional’s personal policy.”

“Innovate or die” is not news. But, innovation requires companies to change, and unfortunately, most can’t do much more than fine-tune their past. So how do we change how we’ve been trying to change?

This first part of a six part series discusses the subject of technicians, professionalism, and how they feel about the way their customers sometimes view them.

Why do most managers fail to spend enough time attending to the basics of managing people? When asked why, they almost always give some variant of the same reasons - the top seven management myths.

When managers give useful feedback, employees know how closely their work meets the expectations of customers and managers. Useful feedback is information that tells individual employees as well as work groups how well they're doing and what to do to improve their work.

A recent online poll on The NEWS Website, “Are You Finding Enough Qualified Technicians?”, indicates that many HVAC contractors around the country are still finding it difficult to fill their ranks with the service technicians they need.