What are some of the philosophies you see in place at the most successful HVAC companies?
In my job; research, I have a chance to see the ways successful and not so successful companies work. Customer satisfaction really opens eyes for many of my clients, especially those in the services industries.
I'm amazed when I find that those reaching the customer often don't share their knowledge with one another. Maybe it's because of the company culture. It could be that management hasn’t allowed a time and platform for sharing what's been learned each week. It may be because a sense of "team" is missing on the part of some. Whatever the reason for it, it causes a lack of sustainable growth and success.
How does the concept of "team" work when you're in the season? Have you continued meeting with technicians, sales force, and credit managers, encouraging them to share what they've done and learned each week? Do those meetings help you add to your company protocol? Do you share with each other openly? Does your culture allow your people to ask for help when they need it?
The work days in the season are long. What do you have in place to keep tempers down and teamwork up?
Do you listen to your people, or have you decided you already have learned all you will from them? Many managers listen to their new employees for a short time, and then place them in a box, and miss out on good ideas from trusted "team members." There are many ways to succeed by learning from and harnessing the knowledge of others and then sharing it with your team. Remember: "No One of Us is as Smart as All of Us."
Garry Upton, of Decision Analyst, Inc., based in Arlington, TX shares his interpretations of its American Home Comfort Study of homeowners, and explores what customers look for in HVAC contractors. To learn more about this study, or to purchase it, contact Garry at [email protected].