John Lloyd
That "Two Way Street" Revisited
A subject that has often come up in discussions and is worth re-visiting, especially in todays market, is that old two-way street known as Loyalty Avenue....
Something Worth Nothing Usually Costs Nothing
Theres been talk recently about providing free estimates. Should HVAC contractors charge for estimates to recover our basic costs like time and fuel?...
Do You Remember Me? - Part 2
In my previous article, I suggested that you stay in touch with your customers via an anniversary card on the anniversary of the product or service you provided. As a result, they would be constantly reminded of your services and perhaps would possibly recommend you to their friends, family, neighbors, and co-workers....
Success is Doing The Right Thing
I have always enjoyed quotes. It’s interesting to think about what the circumstances must have been when the quote was first made. Harry S. Truman’s “If you can’t take the heat, get out of the kitchen,” is one that comes to mind. Do you think he was in the midst of developing some culinary delight when he succumbed to the rising temperature?...
Do You Remember Me?
Do your customers remember you? The best way to answer that question is to first determine how well you remember your customers. What do you do to stay in touch with your customers?...
Use the resources between your earsand under your nose!
It’s not going to come as any surprise to anyone that we should use the sense that we were born with in the process of performing our tasks at work, but do you use the resources right under your nose? I was participating in a discussion with a group of dealers with whom I shared a common manufacturer relationship, and we were all commiserating about how we could increase business, retain business, etc. Gee, like we were the only ones having those thoughts!...
If it isnt written down.did it even happen?
I used to get very frustrated when I would have to have a follow-up conversation with a service customer only to find myself without the necessary information to do so. By that, I mean service tickets would be incomplete, vital information was missing, time was suspect, and some were not even signed. There should be a standing policy that customers sign off on all work performed. This in no way will affect whatever warranty policy you have in place....
