Down South Again
In the above photo, the Dixie Gas & Oil folks wanted to show off their new truck wrap. They were just a few of the hundreds of professionals trained throughout the south during the last few weeks. Today's trade professionals…
Passion For Excellence
Pat Davison is Delaware Propane's general manager and he REALLY cares about people. What makes Pat so special is that he invests in his employees. I first met Pat at a National Propane Gas Conference in Nashville, Tennessee. His daughter,…
Hundreds Trained!
A recent trek was loaded with activity while serving Eastern Propane and Oil in Rochester, New Hampshire. Hundreds of service professionals were trained in world-class customer service skills. The best companies want to get better! They’re raising the bar with innovative…
Follow Up Skills
When I travel, clients and their employees love to share their own customer service nightmare stories. These might a retail situations at the local grocer or a mishandled phone call. Every story-teller puts their own spin on the tale. But…
Follow Your Vision
Has anyone ever tried to derail your best effort to follow your vision? Negative input causes a person to second guess themselves. Did you ever second guess yourself when others ridiculed your attempts to follow your vision? That vision might…
Commercial Value
The best commercial mechanical contractors deliver immeasurable value to their clients in terms of peace of mind. Ask a successful property manager about his or her top priority and the answer will likely be: "Happy and comfortable tenants." Unlike residential…
Jeopardy And Risk
Last week, I spoke at ACCA's IE3 Show in Washington DC. My scheduled speech time was 2:00pm, which is the dreaded after-lunch slot. Speeches delivered immediately after lunch must be energetic, lively and engaging. The IE3 lunch break was from…
HVAC Van Parking – Customer Experience
Does the parking location of an HVAC Technician's van or truck impact a customer experience? You betcha! And this goes way beyond what we say and how we look. The below video says more in two minutes than I can…
Reactive vs. Proactive
Proactive service work is defined as work that doesn’t have to be done today – but if it were done today, then the benefits of less stress, improved customer relations and increased employee morale would ensue. A manager with vision sees how…
Merry Christmas!
My last video of 2017! You're going to enjoy this. It has been a fun year. I'm thankful for family and friends and the wonderful clients who invited me to serve their companies in 2017. My best wishes for much good health…