Customer Service

People fear change for a variety of reasons, such as uncertainty, loss of control, complacency, and risk aversion. Regardless of […]

You’ve arrived at the home of your client, ready for your service call.  Unfortunately, when you are greeted at the […]

One of the most clever customer service cartoons in my memory dates back to 1977 in which an angry customer […]

As those of us in the west are suffering through what may one of the most extensive and dramatic heat […]

Keep Them Happy and Grow Your Bottom Line Once you leave your customer’s home or office, they are out of […]

Communication barriers can often be the cause of a lot of problems when trying to provide a customer with exceptional […]

During a recent trip to a leading plumbing and heating distributor, I made the time to acquaint myself with the […]

In this episode of Inside Look from IE3 TV: “Busy” and “Profitable” are not the same thing! Here are some tips […]

In this episode of Inside Look from IE3 TV: The key to better profits? Better relationships! But these days, in order […]

We’re almost half way 2013, which does not seem possible, so I thought it would be a good time to […]

Sometimes when a customer has a special need, employees just don’t know what to do. Get some ideas on how to provide exceptional customer service to everyone, regardless of the situation.

Enduring the rigors of hostile work environments, such as when an HVAC technician works in an attic on a hot […]

As a service professional, you might speak with scores of customers on a typical work day. Most are pleasant and […]

You’d be hard pressed to find a company that says that customer service is not a priority. However for Magic […]

Improved listening skills enable service professionals to establish trust and better customer rapport. Enhanced rapport can yield many mutual benefits. […]

Have you completed your holiday gift list for customers and employees? Better get going.

You’re going to get busy this summer. You know it. Here are steps you can take now to be ready to manage the chaos instead of being managed by it!

Ironically the same day I was asked if I would share what I’ve learned about taking advantage of the good […]

Preventive maintenance programs play a key role in contractor profitability and growth, yet many companies still don’t do it right. Here’s how several successful contractors have built strong PM programs, and how they keep those programs growing.