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You have certainly earned your big fancy office but what does it say to your team? I travel to a tremendous amount of small businesses that cover a lot of trades and I always ask for a tour. I want to see everything so I get a view of the workspace but, more importantly, a glimpse into the owner’s mind regarding different departments.

Busy season is right around the corner and you are eagerly awaiting the tidal wave of calls that are soon to roll in. So what do you do? Typically, push your team to run more calls per day, in hopes that not a single customer will slip through your fingers.

Tune-ups, spring checks, club member visits. I don’t care what you call them we are quickly approaching that time of year again and what are you going to do better this season? I ask this all the time because a large number of contractors look at these visits as a nuisance or a chore.

When you hold training in your HVAC business from technical to soft skills, there is one aspect that is often overlooked and it is one of the most important. The way we practice our skill is how we will perform.

“Hey, it’s almost spring. I wonder what we are going to do wrong this time.” That might seem a little extreme, but as service businesses we tend to get into a cycle of repeating mistakes. 

Have you ever had a day where you woke up and stubbed your toe, or spilled your coffee, and got into a negative frame of mind? Your state of mind is one of the most important factors in how you perceive the world around you. And your perception of the world will impact the way you interact with others.

Many of you have personal New Year’s resolutions. Today think about resolutions for improving your business, specifically your customer service department. Here’s how to get started.

A large part of the message you send to your team is based on demonstration. What you say and what you do must be aligned for your message to gain traction with your team.

I specifically titled this blog The Power of Questions, and I want to be clear that questions differ greatly from questioning. I define these terms like this: questions are asked to gain understanding; whereas questioning is a behavior used to pick something apart to criticize or even ridicule.

As we approach the holidays I want to speak to a few of you that have trouble celebrating anything at all in your place of business. Your people need to be able to have a little fun at work especially when that work keeps them away from friends and family.