Last week's trek ended this year's travel. Every mile was driven - not one airline flight. Today's "high-tech" world can impede the more personal "high-touch" style of time invested with special folks. Thankfully, my travel method simplifies personal relationships. Meeting…
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…
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…
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…
Workplace stress creates pent up pressure. This pressure, if not handled correctly explodes into behavior that worsens morale, productivity and communication. The best stress relief remedy is not to get there in the first place. Stress is a choice. We can choose…
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…
Residential service companies provide more than skilled labor. A plumbing and heating technician is given a sacred trust when he or she enters the home of a valued customer. The customer’s home is their castle and they’re only concern is…
Serving the best companies is always more fun - especially when employees roll up their sleeves to participate in interactive learning exercises. Airefco is one of the best HVAC distributors on the west coast and their employees seek innovative customer service…
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…