#customer service

This tech tip was written by Shelby Breger, co-founder of Conduit Tech. You can check out everything Conduit has to offer and learn more about that interesting platform and how it helps contractors at https://getconduit.com/. Thank you, Shelby! Before starting Conduit Tech, Marisa and I spent a year doing everything we could to learn about […]

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 […]

 In this short Q&A podcast episode, Bryan answers Edward's question about how to deal with customers who ask, “Why didn't you notice it last time?” There isn't an easy answer to that question. The truth is that air conditioning and home health and comfort issues are complicated, and it's entirely possible that an issue […]

 This short podcast is a Q&A based on a question submitted to us by Andy Holt. Bryan gives some tips on how to go from service tech to service manager. Service managers may have better pay, but they also have different sources of stress than service technicians, and not all service tech skills will […]

PART 1 PART 2   In this two-part series, Les Fork helps us break down some simple best practices from the time a residential service HVAC/R tech wakes up in the morning until the end of the day. Before the service call and good housekeeping Before a technician even leaves to go to work, they […]

The week of 3/5/2017 was “Business week” on the HVAC school podcast and we talked about a full range of business topics. Here are our business-related episodes. As always, if you have an iPhone, subscribe to the podcast HERE, and if you have an Android phone, subscribe HERE. Why Maintenance Agreements Matter and How to […]

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