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.
About the Author
Kelly L. Faloon
Freelance Writer/Editor
Kelly L. Faloon is a contributing editor and writer to Contracting Business magazine, Contractor and HPAC Engineering. The former editor of Plumbing & Mechanical magazine, Faloon has more than 20 years experience in the plumbing and heating industry. She started a freelance writing and editing business in 2017, where she has a varied clientele.
Faloon spent 3 1/2 years at Supply House Times before joining the Plumbing & Mechanical staff in 2001. Previously, she spent nearly 10 years at CCH/Wolters Kluwer, a publishing firm specializing in business and tax law, where she wore many hats — proofreader, writer/editor for a daily tax publication, and Internal Revenue Code editor.
A native of Michigan’s northern Lower Peninsula, Faloon is a journalism graduate of Michigan State University. You can reach her at [email protected].