Vicki LaPlant
In This Day, Why Not Hire A Woman?
The best companies in our industry find young people and provide them the expertise they need. So while looking for a bright, clean-cut, well-spoken young person with technical aptitude to add to your technical ranks, why not look specifically for a woman? ...
Bring Out the Extravert In Field Personnel
A misconception is that an extravert likes people and an introvert doesn’t. Not true, but the belief persists because extraverts interact with people more easily. The introvert, on the other hand, often seems removed and reserved in his comments and shies away from people interaction. ...
Yes, Virginia – There are Polite Technicians
I had just about given up on seeing clean cut, polite technicians and installers in our industry. Many people say they don’t exist. They say young people are lazy and don’t want to work, that they’ve forgotten how to communicate verbally. Finally, people say it’s impossible today to find technicians with both technical aptitude and excellent customer service skills. ...
Pricing Discussions Drive Me Crazy
Lately, it seems every discussion or training class that we have with contractors deteriorates into a pricing whine. Yes, I said whine....
Strategic and Business Planning: Close, But No Cigar
Without knowing why the company exists or what the ownership model is, determining goals is next to impossible. ...
Stress-Test Your Business: Two More Financial Ratios
If you don't measure your company's financials, then you're just guessing as to how well you are doing....
Social Media: Word of Mouth Is Vital
A 38-year-old "Generation Xer" needed to replace the air conditioning system in his house. What did he do? He texted his friends and asked for a referral. What did his wife do? She went on Facebook, looked for coupons, posted requests for referrals on her Facebook page, and checked Angie's list....
The Tax Credit Is Gone: What Now?
Someone once said that change is the only constant; what motivates consumers to buy today will change tomorrow. Yesterday, tax credits motivated them to buy. Today, consumers' buy motivation is different. ...
Four Wishes For You In 2011
I love a new year! Every event on the calendar is a new opportunity. Every item on the "to do" list is the chance to get it right. Every employee represents a fresh slate and another chance to motivate. Every customer is a new experience to learn from and improve with. Every goal says possibilities...
Why Keep Secrets from Your Team?
Years ago, I made a statement that's often quoted: "Business owners often tell me they don't want to train their service technicians because they might leave." My reply was: 'What if you don't train them and they stay?'"...
Attack the Monster of Neglect Every Day
The monster of neglect is very different from the fire breathing dragon of chaos that may have swept through your office this summer. And he is very different than the yippy, guilt-causing monster terrier of procrastination that hounds many offices in this "just get it done" environment of instantaneous messaging and "only the immediate matters." ...
Cut the Cord on the One-Call Close
The one-call close is on life support. I say we need to cut the cord! Regardless of which economist you believe about the future, one fact can't be argued: Today's consumer buys differently than they did before the "great recession." Today's consumer is saving more and buying less. Today's consumer is more concerned with value and "getting a deal."...
What's Wrong with the Younger Generation?
The above is a constant refrain heard today. You also often hear, The young kids of today just don't want to work. They have no work ethic! Or The younger...
New Year, New Trends, and One Old Idea
American comedian and singer Joe E. Lewis said, For my New Year's resolution, I went on a diet, swore off drinking and heavy eating, and in 14 days I...
The E-Myth is Still Alive Darn It!
As I write this, I realize that thoughts of HVAC Comfortech 2009 still linger. There's no opportunity like that show to talk with so many successful owners...
Rules of Communications
One of best communication rules I ever heard goes like this: Connotative adjectives should not be used to describe a person's behavior. Great advice,...
An Industry With Heart
In April 2009, I was a part of an event that epitomizes the of this industry. It started two months ago, when Service Roundtable CEO Matt Michel dedicated...
Perseverance and Creativity Always Win
In January, I had the audacity to write about difficult working situations. Then in the March issue, Matt Michel's The Rant column reminded us of what...
Mars, Venus and the HVACR Industry
As of this year, I have been in the industry for 30 years and I am going to pretend that those 30 years of experience (not 1 year repeated 30 times) give me the right to tell you what I think. This column will not be a rant like Matt’s column because even with 30 years of experience no one can rant quite like Matt. ...
