Owners and managers take note; weather is happening. This might sound silly, but good and bad weather is all around us all the time and yet we wait to react until things get extreme. This behavior really needs to stop.

Do your employees believe in your company? Your people can’t sell your company unless they do. This is especially true for your customer service personnel. One of the keys to improving their performance is to get them to believe in your company.

You have certainly earned your big fancy office but what does it say to your team? I travel to a tremendous amount of small businesses that cover a lot of trades and I always ask for a tour. I want to see everything so I get a view of the workspace but, more importantly, a glimpse into the owner’s mind regarding different departments.

Tune-ups, spring checks, club member visits. I don’t care what you call them we are quickly approaching that time of year again and what are you going to do better this season? I ask this all the time because a large number of contractors look at these visits as a nuisance or a chore.

“Hey, it’s almost spring. I wonder what we are going to do wrong this time.” That might seem a little extreme, but as service businesses we tend to get into a cycle of repeating mistakes. 

Many of you have personal New Year’s resolutions. Today think about resolutions for improving your business, specifically your customer service department. Here’s how to get started.

As we approach the holidays I want to speak to a few of you that have trouble celebrating anything at all in your place of business. Your people need to be able to have a little fun at work especially when that work keeps them away from friends and family.

Want to motivate your team? Start by saying “Thank you.” When was the last time you walked around your business and genuinely thanked the people who work for you?

If you have a hard time relating to people in your HVAC company, maybe it’s not what they’re saying, or even how they are saying it, but actually how you are listening. This is especially true with feedback on you or your team.

In the world of HVAC residential service, everybody’s doing outbound calling, but not many are doing it well. What do I mean by not everyone is outbound calling well? It’s simple; your people hate making the outbound calls, and your customers can hear it in their voices.