Arkansas HVACR NewsMagazine September 2022

HVACR NewsMagazine September 2022

Feature Story

Everyone is a customer The point declaring that everyone is a customer has been made so often it may lose its emphasis. Let’s take a moment and think further on the idea and its relevance in our daily business and life. Internal customers When we list internal customer first it may seem counter intuitive. Shouldn’t we worry about those we serve first? Perhaps, but if we study the definition of customer, we find this description within the Meriam Webster Dictionary. “O ne that purchases a commodity or service” So, following the Webster logic, even when you own the business, you are the employee’s customer. If the product the employee provides is valuable, you keep the employee on the payroll. Employers sometime forget, having employees on the payroll doesn’t mean they are an asset. Employees would do well to remember the same when it comes time for a job review. Internal customers include peers, coworkers, internal support staff, outside sales, warehouse personnel and all others within your business or organization. Some successful businesses interchange the internal customer idea as family. When partnering with other businesses or organizations for a common goal, such as Arkansas HVACR, Air Conditioning Contractors of America, or other groups, it becomes important to treat everyone in that partnership, as a customer, or in common terms, treating them with mutual respect.

7 Rules to Remember When Dealing with Anyone…

Tom Turner, Air Evangelist

Management to Employee - Employee to Management – Business Owner to Customer – Employee to Customer • Fifty years earning a living should teach us something. • “Life has taught me, seldom are things as they appear, at first glance”. Road Rage is a popular problem in our society today. Someone accidentally cuts off another driver and automatically it is interpreted as deliberate. About 90% of the time, the offending driver is so focused on getting somewhere, they are oblivious to the fact they cut someone off. Often, we misinterpret someone’s comment, or action, take offense, and follow up with action that escalates the encounter. On the other hand, if a person is purposely offensive, they should be avoided all together. Whether dealing with road rage or keeping customers coming back, the same goes for business dealings. An employee’s poor attitude answering the phone, or casual comment misinterpreted, can disrupt future business or cause legal issues for the company. We take time here, to study how to avoid misinterpreting or escalating issues.