Arkansas HVACR NewsMagazine September 2022

HVACR NewsMagazine September 2022

Feature Story

Formalize a plan Have a template in place that treats every job similarly. Many contractors never take the time setting up business processes. This will cost the company many times over. Set up specific plans when you know things don’t follow the normal route. Devise the plan to satisfy the customer. No matter what stage of the job you are at, it may become necessary to slow down, alter course, or abandon ship. Of course, the last step is one where consequences have been measured. Make sure the plan has the details entered as if you will not show up for the job the next day. This practice holds true for owners, managers, internal staff and especially technicians in the field. Attempt to make the process so seamless, anyone can follow it to completion without impacting the customer. Follow up Follow up with a call or thanks you card. The latter carries more weight than you would every guess. Few people don’t appreciate a touch after a business dealing. Particularly if all goes according to plan. Follow thru Many businesses include a service touch point at the one-year anniversary. If not already on a service plan, the trip gives an opportunity to do so, or you may find an install issue before it becomes a big warranty issue. For your internal staff, (customers) take the time now and again to plant positive comments to those responsible for making things run efficiently. It is easy to enhance service

and install performance by offering tools for top performers thru contest provided by your service managers. It is ultimately boots on the ground that get things done right the first time. It is our job to make the employee look good getting there.