Hot Attics & Summer Heat
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 makes sense on hot summer…
Hot Attics & Summer Heat
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…
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…
Customer Experience – Where to Park the Van?
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 -…
Supply House Personalities
While conducting research for a book, I uncovered two dominant supply house personalities. To best illustrate my point, I will begin by describing the actions of two supply house employees. Adam is a smart supply house counter salesperson with a…
Balancing Expertise & Empathy
When technicians balance their expertise (technical knowledge) with a dose of empathy, then customers will sense the genuine concern and willingness to help. Both expertise and empathy, along with a positive attitude and a pleasant tone of voice comprise excellent…
HVAC Customer Service Behaviors
Among my clients, there remains one consistent factor: The good companies want to get better. During the last 16 years, I have only been hired by the best companies. When I enter a new client’s facility for the first time,…
Workforce Development, Welding & Weiners
A while ago, I visited the College of Southern Nevada to teach a soft skills class as part of their workforce development. Travel permits me to visit with good friends and at fun locations. CLICK HERE to see my upcoming travel…
Workforce Development: Mechanical Trades in Trouble
Regarding workforce development, the U.S. Bureau of Labor Statistics reported, "the unemployment rate decreased by 0.2 percentage point to 4.5 percent in March [2017], and the number of unemployed persons declined by 326,000 to 7.2 million. Both measures were down over…