Customer Service

“Dreaded Morning Calls” can knock you off your game all day. Learn how to prepare for these calls so you delight your customers while keeping your sanity.

What do you do when a random person flags down one of your installers, electricians, or technician’s to say “my […]

Reflecting back on 2013, Building Performance Contracting (BPC) has been a roller coaster ride full of many unforeseen twists, turns, […]

Both residential and commercial contractors learn that customer dispositions span the gamut from easy-to-please to high-maintenance. When customers misbehave, it […]

People with physical disabilities have jobs, hobbies, homes, and families just like you do. Their disability doesn’t define them. They […]

Each year, employees of ABC Cooling & Heating and Allbritten Plumbing, Heating & Air Conditioning of Fresno, CA, partake in […]

Anyone who has read a food label or has listened to the pronunciation of the scientific names of medications knows […]

People fear change for a variety of reasons, such as uncertainty, loss of control, complacency, and risk aversion. Regardless of […]

You’ve arrived at the home of your client, ready for your service call.  Unfortunately, when you are greeted at the […]

One of the most clever customer service cartoons in my memory dates back to 1977 in which an angry customer […]

As those of us in the west are suffering through what may one of the most extensive and dramatic heat […]

Keep Them Happy and Grow Your Bottom Line Once you leave your customer’s home or office, they are out of […]

Communication barriers can often be the cause of a lot of problems when trying to provide a customer with exceptional […]

During a recent trip to a leading plumbing and heating distributor, I made the time to acquaint myself with the […]

In this episode of Inside Look from IE3 TV: “Busy” and “Profitable” are not the same thing! Here are some tips […]

In this episode of Inside Look from IE3 TV: The key to better profits? Better relationships! But these days, in order […]

We’re almost half way 2013, which does not seem possible, so I thought it would be a good time to […]

Sometimes when a customer has a special need, employees just don’t know what to do. Get some ideas on how to provide exceptional customer service to everyone, regardless of the situation.

Enduring the rigors of hostile work environments, such as when an HVAC technician works in an attic on a hot […]

As a service professional, you might speak with scores of customers on a typical work day. Most are pleasant and […]