Years ago, when my sweet husband and I were first married, our first home was a charming little bungalow tucked into the foothills of the Appalachian Mountains on the north side of Chattanooga, Tennessee. Over time, my commute to The New Flat Rate down in Dalton, Georgia became too strenuous, and we uprooted to move.
We kept the bungalow and turned it into a southern charm, luxury Airbnb vacation rental.
Fast forward a few years to last month. Our renters began complaining about the broken fireplace.
My husband started calling contractors......
Transformational leadership has the potential to vaporize our industry’s labor shortage.
John C. Maxwell is the quintessential leader. Whether through experience, teaching, and or coaching, Maxwell has over 50 years of quality time invested in leadership. In 2003, Maxwell, along with his brother Larry and their nonprofit organization EQUIP, came up with the idea to train one million leaders in countries around the world.
EQUIP hit that goal in 2008 and kept steaming along. Although the number of trained leaders climbed to five million in 2013, there was a problem. Educated......
One of my favorite communication tools is the mirror. The power of a mirror is that it reflects the truth! A mirror gives back what it receives. And, if you don’t like what you see, then you will make adjustments to improve the reflection.
A CSR and Their MirrorEven though a client cannot see the face of a CSR, the client can hear the tone of their voice. From the tone of voice, the client imagines what kind of expression the CSR is making with their face. If the CSR......
Running a business is hard. Everywhere you look, you will find articles, blogs, and podcasts on what you should and should not do to be successful. Below are some of the best business tips to know and business trips to avoid that I have found.
Tip/Trick OneTip- Stay up to date with your industry. You cannot do this alone. There is a multitude of resources to keep you informed about legal changes, product advancements, etc. Sign up for newsletters that give you an at-a-glance briefing of what is going on. Network......
Written by Steve Mores
I recently spoke with a contractor who asked what appeared to be a simple question: “Don’t you guys have a ‘question sheet’ that I can give my techs to ask homeowners and generate interest in IAQ products?”
Well, yes, we have specific questions to ask, but it’s not that simple. We don’t have a “question sheet”, but we train on how and when to get into the IAQ conversation with a homeowner. I’m not sure if I would create this sheet without the technician understanding when, how, and why to......
Written by Todd Liles
It’s easy to do the wrong thing too often. Especially when a person is new to management. New managers often fill their day with familiar tasks, as opposed to productive. These tasks give us a false sense of accomplishment.
These tasks fill a person’s day but create a problem when it comes to productivity. In an article by the Harvard Business Review, a study of over 1300 managers concluded that “only 47% of their working time is taken up with managerial activities.” The remainder of the time was unproductive time......
Written by Danielle Putnam
I recently polled 100 contractors about marketing. Out of all who answered the survey, would you believe that 15% responded that they don’t have a clue how to market their companies? Another 15% said they felt stressed about marketing and 31% felt that their marketing was inconsistent. There was only one person that answered the survey that said they felt comfortable with marketing, and even they have room to grow.
Let’s face it: marketing freaks a lot of us out. We aren’t comfortable with it, it seems to come with......
Written by Marc Tannenbaum
Many of the contractors we work with are very good technicians. They’re extremely talented at doing the work of the business. Their businesses have grown well, but further growth is now limited by the very thing that has led to their success to date.
The owner is typically the best in the business at marketing, selling, and/or installing the services of the business, but is unable to show or teach others how to get the same quality of result that he or she gets when doing this work. “Nobody can......
Written by Lynn Wise
The Turing Test was developed by Alan Turing, an English scientist in 1950. It was designed to test the ability of a machine to exhibit intelligent, human-like behavior. To pass the test, a computer would need to be mistaken for a human more than 30% of the time during a series of five-minute keyboard conversations.
An aspirational benchmark to be sure, but does this even matter? Don’t most consumers know that they communicate with a machine when they utilize chat, at least at first? If the customer is happy with......
Written by John LaPlant
Owners of businesses are in the people development business. If people cannot grow, there is no scenario where the business can grow. Reliable products and quality repairs are the price of admission to the customer. No consumer in her right mind is going to spend hard-earned dollars on products or repairs that do not work, that fail to get the job done. Successful co-workers do more than get the job done in the technically correct manner. Growing people requires more than making sure their technical skills are superb. Growing......