I speak with many HVAC contractors who are frustrated with the way things run in their businesses. When we get to the topic of employee performance, and I ask, “How do employees know what is expected of them in this specific situation?”, I get an answer that just drives me crazy: “They just know.”
We commonly ask our employees to connect with the customer, from the phone call to the visit at their home. “Get to know them, and ask questions. Connect with them,” is the creed. But before we ask employees to connect with customers, we should ask “How well connected are we with each other?”
A plague in the customer service aspect of most service businesses is that they are in a constant state of reacting to things that are already happening. We naturally gravitate toward putting out the fire that just popped up in front of us, which wouldn’t be a bad thing if we weren’t repeating this behavior month after month.
In professional business training there is a concept that is important to consider: You are responsible for all of your outcomes for everything you do in life. This concept applies to everyone in a training situation — you the trainer, you the coach, and of course you the participant.
I am constantly asked for the perfect call center script that contractors can modify to make their own, but the fact these contractors know they’ll want to change it indicates they already know canned scripts won’t work for their business. The best script is the one your call center team creates in their own voice.
When a good employee’s performance drops, almost every time we look into what happened, we find the feedback, follow-up, and support the employee received in the months following training was not consistent over time.
How many times have you looked at one of your top performing employees and think, “If I could just hire one more person like him we’d be knocking it out of the park!” So let’s talk about how you can start to find more great employees.
There has always been the belief our residential service technicians need to be as professional in appearance as possible. I stand by that, and I actually believe it to be true in all walks of life. But, recently, this definition of “professional appearance” has become a more gray area.