Customer Service

As we start to return to the new “normal,” we are continuing to see difficulties in the skilled trades when it comes to recruiting and retaining employees. Unfortunately, these issues are […]

It’s just an average day at work when all of a sudden, you hear the sound of a ringing phone. […]

Dealing with infuriated customers is no fun. When I was a service manager, handling phone calls with angry customers required me to employ the behaviors of rational thought and self-control. […]

Over my relatively long life, I have learned a few things. Some things were learned by reading, or through training, while many others were […]

This article originally appeared HERE From training to efficiency to retention, technology can boost abilities across the board and create […]

For homeowners, rebates and tax credits for eligible equipment purchases are great ways to help reduce the overall expense of […]

The best service professionals have intuition that enables them to quickly size up both a situation and the people involved.  […]

Customers’ interest in cleaner air continues to grow as they become savvier about how and what they breathe impacts their health and daily living.

During onsite client visits, I gain direct access to what happens inside of a service organization. One key phenomenon that […]

Does your business offer preventative maintenance contracts to homeowners? A maintenance or service agreement should always be a part of […]

Having high customer hold times is a lose-lose situation for businesses and their customers. Discover these nine tips that will […]

During my seminars, attendees learn numerous relationship-building skills and one of the most vital skills is listening.  Unfortunately, our smartphones […]

At the start of 2019, I send you my best wishes for much good health, passionate customer relationships and business […]

Sometimes you have to perform work in a high crime area. Here are some tips for protecting your team members, your tools, and your vehicles.

During the 1980s, anyone providing one-word career advice probably would have said “computers,” reasoning that high-tech’s pervasive growth into every […]

Amazon.com will ship a condensing coil and a condensate pump to anyone.  Today’s convenience-oriented customers wants it fast and easy.  […]

When customers misbehave, it becomes paramount to focus on and fix “the problem” and not attempt to fix “the customer’s […]

While there isn’t a one-solution-fits-all for dealing with customer complaints, there are some factors that must be considered in any […]

Over the past 29+ years of working within the trades industry I have noticed some pretty profound changes, within individual […]

You lost a customer to a competitor. It happens. But now that customer is back and wants to work with […]