• Latest from AHR

    Contracting Business/Kelly Faloon
    Contracting Business/Kelly Faloon
    Contracting Business/Kelly Faloon
    Endeavor Business Media
    Contracting Business/Kelly FAloon
    Kelly L. Falloon
    Contracting Business/Kelly Faloon
    iStock / Getty images
    Shared Screenshot Ahr Boss Shake Hands

    AHR 2022: Customer Experience = Employee Experience

    Feb. 2, 2022
    Employees who feel inspired by management are 125 percent more productive.

    A home services company’s biggest asset is its people. And when those people feel respected, satisfied and part of the team, they will serve your customers better and add to your bottom line.

    Stephen Dale, director of training at Power Selling Pros, told 2022 AHR Expo attendees Jan. 31 that designing the best customer experience comes from designing the best employee experience. He noted that leaders who give their employees a reason to engage with the company are 44 percent more profitable than before. Employees who feel inspired by management are 125 percent more productive.

    “As employees become more valuable to you, they serve your customers better,” he noted.

    Company leaders should make time to talk with their employees and find out what they want to do or what would make them feel more successful.

    “The leadership team must make the effort to help their employees succeed,” Dale said. “Work with them on a clear plan for their success. Younger techs may feel as if they have no direction, yet they want to be challenged.”

    For those who don’t believe they are fully using their talents and skills in their jobs, give them some freedom to change their work and environment so they can perform at their best.

    Millennials and new workers in the HVACR field are looking for meaningful work, looking for “positive, effective and worthwhile outcomes and results from their work,” he said. They want that sense of community, of belonging.