customer service

Callbacks are horrible. They kill the trade from every possible angle. They destroy customer satisfaction and reduce technician morale by causing long hours, resulting in unprofitability for companies and less earning opportunity for everyone. Possibly worse of all, callbacks tell customers that you are no better than their cousin the maintenance man, or worse, the […]

It's Friday at 6 PM. The schedule is clear, as far as you can tell. Other guys have been getting cleared right and left, so you call in standby. Five minutes pass. Ten minutes pass. You check in again, and sure as &%$#, there it is! You get sent across town to another call that […]

It was an awkward conversation, bringing a technician nearly twice my age into my office for a talk. “I'm good at fixing units. I'm not some fancy-talking sales tech,” the technician half-mumbled as I sat looking at him. “The customer complained that you made them feel uncomfortable, you were unfriendly, and you tracked dirt in […]

I was sitting in a session at the HVAC Excellence educators conference (which was excellent, by the way), and my phone buzzed. So, like a typical punk kid, I looked down at it to see that my friend Josh had sent me a Facebook message asking if we served the east side of Orlando because […]

We don't work in a trade of dreamers and unrealistic New Years' resolutions. We are doers who know that nothing worthwhile comes easy, and 2018 is no different. We have some “threats” entering the residential segment of the trade. Amazon and Google are looking to make a bigger entry into the home services trades, standardizing […]