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Home » Blogs » Business Management Blog

Business Management Blog
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Read the latest developments and trends in HVAC business management, from employee satisfaction and customer relations, to marketing and talent acquisition.

Recent Comments

Agree Completly

Butch Welsch

People who really want the job are the...

Nexstar Network Training Implementation Coach

Its better to be over dressed than under...

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

Why Is It So Hard to Kick Old Habits?

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Gresham Ard
April 21, 2016
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We’ve all seen it before: We send one of our employees to an offsite training event and they return all fired up with new ideas. The first week performance is up. Then, a few weeks pass and the excitement begins to fade. Old habits begin snuffing out the newly learned behaviors.


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

Spring Is Here — What Are You Going to Do About It?

Merriott
Tom Merriott
April 7, 2016
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If that title sounds like a challenge, it is. I want everyone who reads this to think about all of the things that went wrong last year and write them down. Now that we know what gave us trouble in the past, let’s put some thought into what we can do about it.


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

Setting Expectations: Do All of Your Employees Know What Success Looks Like and How to Achieve It?

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Gresham Ard
March 22, 2016
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How many of us have been in a situation where we are so utterly frustrated with an employee’s performance or behavior that we end up attacking the employee instead of the issue at hand? In this type of scenario, nothing gets resolved, and the emotional intensity puts the employee on guard.


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

Don’t Forget about the Pen

Merriott
Tom Merriott
March 8, 2016
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I love technology and automation; I am a fan of things that help streamline our work lives and processes. I admire the concept of a paperless office. I like all of these things until they lead to poor customer service.


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

What to Look for in a Ride-Along Coach

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Gresham Ard
February 23, 2016
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One of the things I often hear from managers as they grow their departments is that they don’t have time to do ride-alongs as frequently as needed. An excellent solution exists: Hire a dedicated person to perform ride-alongs and training for your technicians.


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

Service Plan Members

Merriott
Tom Merriott
February 12, 2016
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After all of these years in this industry, I am still more than a little impressed that consumers pay to be a part of our service company clubs. But I have a question: Can you say with all certainty that your club customers are treated across-the-board better than everyone else who uses your company?


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

Training: Where to Start?

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Gresham Ard
January 21, 2016

Training means consistency, and consistency means predictable results for you and your customers. But where to begin? A good training plan consists of three things: schedule, content, and facilitation.


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

Customer Appreciation

Merriott
Tom Merriott
January 7, 2016
No Comments

This is the time of year when we all think about thanking the people around us. As we enter the new year, we begin to make plans for how we will be better in the upcoming months. While we are in this mood, we need to seriously consider thanking the other people that make our businesses possible: the customer.


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

Ride-Alongs – Part 4: Coaching to a Process

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Gresham Ard
December 23, 2015
No Comments

A business coach once told me to “always make the system the heavy” when coaching my technicians. What she meant by that was focusing on evaluating how well the tech was adhering to a sales system or process. In doing so, the discussion would remain based on facts and not my subjective opinions.


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

The Customer Service Slump

Merriott
Tom Merriott
December 10, 2015
No Comments

The holidays are a great time of year, depending on who you are and what you do for a living. Most people on the front lines in a retail organization will tell you that this time of year is exhausting. This time of year can also be stressful to our people in the home service industry.


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