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Home » Authors » Tom Merriott
Tom Merriott

Tom Merriott

Tom Merriott is a business coach at Nexstar who focuses on call-center, dispatch and contractor communication process excellence. He brings years of call center and management experience from independent HVAC, plumbing and electrical contractors, as well as national home services providers. To learn more, visit nexstarnetwork.com, call 888-240-7827 or email membership@nexstarnetwork.com.

Articles

ARTICLES

Guest Commentary - The ACHR News

Tips For Handling HVAC Service Calls in the Best Way Possible

Understanding the proper perspective toward dispatch
Merriott
Tom Merriott
March 9, 2020
No Comments
Opportunity dispatching is a practice that means you’re being smarter about when calls get booked and how they’re run.
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The Coach's Blog ACHR News
Nexstar Coach's Blog

It's a Disaster!

Merriott
Tom Merriott
October 4, 2017
No Comments
Disaster plans are one of those things we all know we need, but never get around to creating. That tends to bite our business right in the rear when trouble comes. The weather events of the last few months have brought this topic to the top of everyone’s minds, and I want you to think about acting while the memories are still fresh.
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The Coach's Blog ACHR News
Nexstar Coach's Blog

Are Your Dispatch Time Windows Hurting Your Business?

Merriott
Tom Merriott
August 9, 2017
No Comments

The concept of time windows is a slippery slope for most home service companies. Other industries have figured out how to fit their work into nice, neat little boxes of time, so why can’t we? The problem stems from the number of variables we deal with on our individual calls.


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The Coach's Blog ACHR News
Nexstar Coach's Blog

Do You Think of Customer Service As a Career Path?

Merriott
Tom Merriott
June 7, 2017
No Comments

I want you to think about the state of customer service in the HVACR industry, particularly in residential home service. We often pay, train, and respect those people who are answering customer calls the least out of everyone at our company. Then, we ask ourselves why they’re not doing a stellar job.


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The Coach's Blog ACHR News
Nexstar Coach's Blog

Hold, NO!

Merriott
Tom Merriott
April 12, 2017
No Comments

How many times per day does your company place customers on hold? If you have no idea, it might be more than you think. If you want to find out, head over to the customer service area when the phones are busy with a notepad and a pen. Over a half hour time period, make a tick mark every time you hear the word hold. That should give you a pretty good idea.


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The Coach's Blog ACHR News
Nexstar Coach's Blog

Be Better than the Weather

Merriott
Tom Merriott
February 8, 2017
No Comments

Sometimes the temperature means that we will be busier than normal, or whatever is falling from the sky might make travel around our area challenging. No matter what is happening outside, when we answer the phone we need to be better than the weather.


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The Coach's Blog ACHR News
Nexstar Coach’s Blog:

Are You Keeping Some Bad Attitude?

Merriott
Tom Merriott
December 6, 2016
No Comments

I often ask business owners and managers if they are happy with their current team. The most popular answer is, “Sure…” That word is said without confidence or conviction, which indicates that I need to dig a little deeper. So, I use my standard follow-up: “Rank your team from best to worst — don’t overthink, just off the top of your head.”


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The Coach's Blog ACHR News
Nexstar Coach’s Blog:

Dispatch Calls the Right Way

Merriott
Tom Merriott
July 7, 2016
No Comments

I need everyone to take a look at how their company dispatches calls to technicians. I’m not talking about your technology, or whatever fancy system you have come up with that includes a map to the customer, etc. I am talking about how the calls are distributed to your team.


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The Coach's Blog ACHR News
Nexstar Coach’s Blog:

Is Your Dispatch Board Clear Every Night?

Merriott
Tom Merriott
June 7, 2016
No Comments

Often times when I ask the question about a clear call board, people think I am trying to trick them somehow. The idea behind that question is not meant to be a trick; it is simply attempting to find out if you are preparing to grow. 


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The Coach's Blog ACHR News
Nexstar Coach’s Blog:

Stop Guessing and KNOW

Merriott
Tom Merriott
May 5, 2016
No Comments

When it comes to the customer service area of our business, we tend to make a rough guess at performance. You need to stop guessing at your customer service team’s performance and know how they are doing.


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