As we think about the generation that is growing into becoming our customers, we have to change our thinking about the way they operate. It’s much more likely they’ll use the computer or their Blackberry to search for companies with whom they want to do business.

Surely everyone in business would have enough common sense to have common sense. But do we? Do we make our decisions based on common sense and well-balanced judgment?

What is the best way to deal with all of the issues and concerns of the HVACR industry? I want to take this opportunity to make a pitch for the importance of getting involved with other contractors.

Do you realize there aren’t many businesses out there that provide as much of a positive benefit to the public as we do? For that reason you need to be very proud of what you do throughout your community.

Now that many of you are committed to getting more involved in the service and service-replacement business, it’s time to review some of the seemingly minor but important changes you need to put in place to ensure excellent customer service.

Looking at how many skills are involved in a routine everyday installation, it made me realize what a skilled profession we are in and how we need to charge properly for the skills we bring to a job.

Do you know how loyal your customers are to your company? Do you know what your customers are really looking for in the performance of your company? My guess is that the real answer to both of those questions is no.

Mark Skaer's recent column concerning "Joe" and his dilemma of one of his manufacturers hiring his people ["A Question of Ethics," Aug. 14] brought up the very interesting topic of ethics in the workplace.

Attention contractors! If you haven't noticed, the downturn in new residential construction is finally occurring. My optimistic nature is to look at this turndown as an opportunity rather than a bad thing.