While some folks are harder to please than others, HVAC contractors say there are proven practices that can help prevent a tense situation from escalating. And, with the right tactics, you can even turn an angry customer into a happy, satisfied one.

There is one soft skill that is, perhaps, at the root of many others and that is empathy. Empathy is the ability to share another person’s feelings or concerns. Use this skill with every team member and stakeholder on the project.

It’s the small things that mean the most. So, however you celebrate the holidays this year, be sure to hang on to that spirit of giving into 2015 and beyond.