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…
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…
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…
Slowing down to enjoy the Christmas Holiday enables my wife (Ronnie) and I to do things we wouldn't usually do. One such activity involved an old VHS tape that I had converted to a DVD. We hadn't seen this footage for about twenty years. Knowing…
Positive soft skill behaviors help to create a positive customer experience. And this goes way beyond what we say and how we look. The below video says more in two minutes than I can write in a few paragraphs -…