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Tag: technicians


Three Powerful Price Conditioning Techniques

I know that you have experienced this: You're at the end of your presentation, you present your price, and the client is shocked. Deeply shocked! They're so shocked, in fact, that their reactions can be anywhere from sad, to confused, to downright furious! They can even be shell-shocked to the point that they don't even know what to say. When this happens, they're not going to buy. You are going to get a load of excuses. You've heard these before, right? Let me think about it. We'll call you back when we're ready to make a......

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Employee Social Media Policy to Stay Above the Fray

Online, more and more, you see comments and posts that you may not agree with. Unfortunately, some of these remarks are made by your employees. You can’t control what your employees say on Facebook or any other social site, but you can help them post wisely. Because what they post can have an impact on your business. As a company owner, what are the best ways to protect your company’s reputation from the personal beliefs of your employees? I reached out to Ian Scho-tan-us of Big Picture Consulting. Anyone who has been on any......

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The Market is Red Hot

Some Quick Points Regarding Today's M&A Frenzy   To say that the first quarter of 2021 M&A activity within the residential service contracting trades is hot is an understatement. In fact, there has never been as much buying and selling going on within our industry! Not even the Consolidation Period of the late 1990’s compares to what is occurring today. HVAC and plumbing service contracting businesses are the thing with private equity investors and have been for a while now. As this trend continues, more and more investors are finding their way into......

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Customer Experience with the "Wow" Factor

A question, a story, then another question…in a recent Service Roundtable Digest, Saturday Rabbit Hole, Dave Rothacker asked an interesting question: “How does a company like Amazon still continue to WOW its customers?” I think we may all have a story about ordering from Amazon and the ease of doing business with them. Here is an experience that Dave related in that Saturday Rabbit Hole: “We ordered a $150.00 item that was never delivered, yet their records indicated it had been. I found the area on Amazon's site to rectify the problem.......

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Keys to a Successful Software Change

How to Motivate Your Team and Get the Most Out of New Technology   CHANGE. Ready or not, here it comes. Though typically easier said than done, change is essential in any business that intends to remain in business. Companies aren’t recognized for staying ahead of the curve or trusted for their innovation by keeping to the status quo. However, nobody likes to talk about the hard parts of change and what it takes to implement it successfully. Now, change itself isn’t so scary. What’s scary is the adaptation process, the frustration......

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The Woman in the Hot Tub: Five Things a Technician Should Do on Every Service Call

What a great topic, right?  But I bet you don’t need me to tell you what a technician should do on a service call, much less every service call.  How about we give the “water cooler” version of five things a tech should do on every service call. Imagine a group of high-dollar smart-aleck arrogant executives standing around the water cooler, expounding their infinite wisdom about everything in life. They get on the subject of technicians and, of course, start with the, “Let me tell you what happened when my......

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Convenience is Key - How Contractors Can Convert More Leads Into Real Customers

Home service contractors have come a long way with increasing their digital marketing presence to promote their brand and services. Whether it be through enhanced website designs, advertising space, SEO, or social media, the common challenge is no longer in creating an online marketing strategy but rather in generating sales from leads gathered through the various marketing platforms used. In a crowded market, convenient appointment booking can make or break a contractor’s ability to convert a potential lead to a real customer.

Provide a convenient booking experience
The new way of converting leads......

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The Professional Salesperson is a Time Traveler

It’s amazing, really, how quickly people can forget. It’s 71° right now. The sun is shining brightly through the large windows in my office. It’s an absolutely beautiful day! Two weeks ago, it was 3° outside. There was no power in my house and no running water. My neighbors were worried about keeping their children warm. Others were just trying to figure out how to get the water out of their house. A few days from now, people will be shocked to find that their electricity bill has soared to thousands of dollars. But right now,......

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Trust Equity

  During a recent business trip with Carlos, one of my IAQ Training Reps, we talked about a subject that he is very interested and involved in, that being the board gaming industry. I know next to nothing about it, yet I was intrigued by its complexity and the number of games and gamers that are involved in this industry. I realized through our conversation that to develop a new game that will be popular with the gamers, that A LOT of time, money, and computer know-how is involved in creating and developing......

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Indoor Air Quality – How-To and How Do You Do!

“Is Your House Making You Sick?” the billboard asked, as it perched high in the sky, up above Cleveland Highway. The logo was unmistakable. My dad had another sign up in town for his HVAC business. I was a junior in high school and worked in my dad’s business in what I considered to be the Office Manager position. Typical boss’s kid, right? We always think we’re worthy of the more important roles when in reality, I wasn’t the Office Manager; I simply answered the phones and ran parts to job sites. A......

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