#customer service

Tech Tips:

Avoiding and Eliminating Callbacks
By:Bryan Orr 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 […]
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Technician Head Trash
By:Bryan Orr 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 […]
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The Secrets to Happy HVAC Customers
By:Bryan Orr 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 […]
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The Slow Death of the Honest Technician
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 […]
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What 2018 Holds for Techs
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 […]
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Podcasts:

The Residential Service Call Approach A-Z (Part 1 & 2)
By:Bryan Orr 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 […]
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HVAC Business Best Practices Series (Podcast)
By:Bryan Orr 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 […]
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Events:

Fix Your Customer 1st, Then Fix Their System
By:Andy Holt NOTE: If you cannot view the recording, the video may still be processing. The maximum wait time is 24 hours. We apologize for the delay and appreciate your patience.
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