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…
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…
The summer heat has a dramatic impact on technicians who work in extreme thermal environments. It's vital to stay hydrated and eat sensibly to maintain good physical and mental health. Staying healthy and hydrated is another good soft skill for…
The summer heat has a dramatic impact on technicians who work in extreme thermal environments. It's vital to stay hydrated and eat sensibly to maintain good physical and mental health. Staying healthy and hydrated is another good soft skill for…
During a soft skills class at the College of Southern Nevada, students were urged to write about the skills they wanted to master. "Writing about a skill forces a person to think, research, draft an outline and internalize the subject…
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…
Earlier this year, I learning about being in the moment while speaking at ACCA's annual conference, The IE3 Show, in Washington, D.C. My scheduled speech time was 2 pm, which is the dreaded after-lunch slot. Speeches delivered immediately after lunch…
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…
My west coast travel culminated in exhibiting and speaking at HVAC Excellence in Las Vegas. During the trek, I drove through deserts, ascended mountain ranges, stopped in quaint little towns and visited dear friends. Among the many conferences at which I speak, HVAC…
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…