The key to being a good change agent is flexibility.
You must be able to handle the ever-changing consumer and help your employees navigate their way through change. The way to keep up with things that are happening around you is to adapt to the situation.
Suppose your sales team has always used the “Best, Better, and Good” model when presenting HVAC equipment. Until recently, they have constantly produced high closing rates and high average tickets. Lately their closing percentage and average ticket has declined — perhaps it’s time for a change!
You can help the salesperson become productive again by altering the sales presentation. Maybe offering “Best, Better, Good, and Basic” is the right approach. The point is to properly read the situation.
Getting your salespeople and technicians to make the correct call in the customer’s home is what sets the superstar companies apart from the rest. They have abandoned the command and control way of leading and empowered their employees to make the call in the customer’s home. They train their employees and then trust them to use good judgment in all situations. The manager’s attitude transfers to employees and is viewed positively by the consumer — it tells the customer that your company is different from the other HVAC companies.
Insuring all employees are adequately educated and trained is paramount to people changing and performing the way that you want them to. You’re more than a boss — you’re a coach. Employees will relate better to you, understand the changes needed, and perform their job at a highly skilled level.
Mike Moore is the HVAC Training Director at HVAC Learning Solutions, an HVAC industry expert in sales, technical, and business training. Visit Mike’s blog for more insights. Mike can be reached on Twitter @hvaclearning or on Google+ at gplus.to/hvactraining.