By Dave Rothacker
“After my techs came out of that airflow class, their confidence level skyrocketed!”
Chris Hunter made this statement to me in a recent discussion we had on technical training.
He went onto say, “Technical competence is one key element in successful service call training. Maybe it’s just me, but it seems like there’s been more emphasis lately on the sales and customer service part of the call. A tech who is confident in her customer service, communications, AND technical competence becomes a powerful marketing source!”
Did The Light Bulb Come On?
By Vicki LaPlant
Having been in this industry for over 30 years, I have seen many amazing changes. There have been technological improvements in equipment – furnaces and air conditioners that will tell a technician the last 20 faults that occurred. Technological improvements have enhanced interactions with the customers – instant billing of customers from a hand-held tablet, programs that allow a customer to schedule a service call on-line. Improvements in business processes – recognition of the value of maintenance agreements for the customer and the business, the importance of maximizing the......
By Rodney Koop
During the gold rush, cirque 1848 when 300,000 men and women ventured across North America, when heading west to become rich in the California Gold Rush, do you think that the gold in them there hills had just appeared over night? Absolutely not. It had been there for thousands of years, waiting to be found. It wasn’t a question of if the gold existed long before it was unearthed, it was a question of who was going to find it. At some point, someone was three feet from gold......
By Matt Michel Are you vacillating about Service World? Do you wonder if it’s worth it? Do you think you cannot afford the cost or time away from the shop? Here are nine takeaways you will benefit from if you attend Service World.
- You will learn something unexpected that will change your business or your life.
By Lynn Wise
Are you familiar with Profit First? It’s something I explored in my previous article, but even if you didn’t read it, you may have heard of this revolutionary approach to cash flow. Based on the best-selling book by Mike Michalowicz, Profit First presents a simple way to rethink your business accounting. While the conventional cash flow formula is revenues minus expenses equals profit, Profit First offers a subtle tweak: Revenues minus profits equals expenses.
In other words, it’s an accounting paradigm in which you set aside profits from each bank deposit you make,......
By Vicki LaPlant
How exciting is it to write an article on why hiring a woman should be a part of your thinking with that next hire? I, like many people (not just women but men as well), stumbled into this industry. Having taught high school English for four years, I didn’t even know an industry such as ours existed. And if I had any conscious recognition of it, my assumption would have been that it was for engineers or people who wanted to work on the air conditioner or heater. (My......
By Steve Mores
I’d like to jump outside of our industry for a moment to mention a few unrelated fields with a common component: Training.
My soon to be daughter-in-law works in the insurance industry, and as you can imagine with the constant changes going on in the insurance world, they have continuing education training all year to keep them up-to-date on current trends and changes. Even during their busy open enrollment season, training continues.
I have several family members that have devoted their life to nursing, and they always have seminars, workshops, and......