How to Reduce the Impact of Higher Postage Rates
When we think of USPS, we tend to associate the postal service with efficiency at affordable rates. However, USPS has […]
Customer Service
When To Consider Manual J®, S®, and D®
Service technicians can make a good living using their troubleshooting skills. Troubleshooting is identifying problems and establishing their cause. Effective troubleshooting demands more than just trying to match […]
Don’t Fake It: Why You Need Authentic Online Reviews Now More Than Ever
Online reviews play a pivotal role in your ability to acquire new customers. If you’re starting a new business or […]
Thirteen (13) Things NOT to Do on a Service Call — Part 2
Last issue, we covered the first four of 13 things NOT to do on a service call. You will remember these were not […]
How To Grow Revenue and Improve Customer Service with Live Chat & Text
Did you know? An astounding 58% of Americans say they’ll switch companies due to poor customer service. People expect to have a great […]
Three Keys to Hiring and Attracting HVAC Talent
The HVAC industry has always faced challenges recruiting and retaining talented comfort advisors and technicians. The past year and a […]
What Do I Do When a Customer Doesn’t Pay?
When you’re in a restaurant catching up with friends, the get-together normally starts with excitement and entertainment. However, once the […]
Tips for Employee Recruitment and Retention
As we start to return to the new “normal,” we are continuing to see difficulties in the skilled trades when it comes to recruiting and retaining employees. Unfortunately, these issues are […]
What Should I Do to Diffuse an Angry Customer Over The Phone?
It’s just an average day at work when all of a sudden, you hear the sound of a ringing phone. […]
Compassion Is Key
Dealing with infuriated customers is no fun. When I was a service manager, handling phone calls with angry customers required me to employ the behaviors of rational thought and self-control. […]
Thirteen (13) Things NOT to Do on a HVAC Service Call — Part 1
Over my relatively long life, I have learned a few things. Some things were learned by reading, or through training, while many others were […]
Technology Can Strengthen Your Leadership
This article originally appeared HERE From training to efficiency to retention, technology can boost abilities across the board and create […]
Enjoy the Benefits of Rebates and Tax Incentives
For homeowners, rebates and tax credits for eligible equipment purchases are great ways to help reduce the overall expense of […]
Service & Emotional Intelligence
The best service professionals have intuition that enables them to quickly size up both a situation and the people involved. […]
Answering Customer IAQ Concerns with Proven Methods
Customers’ interest in cleaner air continues to grow as they become savvier about how and what they breathe impacts their health and daily living.
Customer Service Culture and Management
During onsite client visits, I gain direct access to what happens inside of a service organization. One key phenomenon that […]
Sponsored Content: Maintaining Contracts the Right Way
Does your business offer preventative maintenance contracts to homeowners? A maintenance or service agreement should always be a part of […]
Sponsored Content: 9 Ways To Reduce Customer Hold Times
Having high customer hold times is a lose-lose situation for businesses and their customers. Discover these nine tips that will […]
Cognitive Capture, Mind Drift, and Biases
During my seminars, attendees learn numerous relationship-building skills and one of the most vital skills is listening. Unfortunately, our smartphones […]
Do Life and Work Skills Begin at Home?
At the start of 2019, I send you my best wishes for much good health, passionate customer relationships and business […]
