Healing from the Pain of Suicide and Addiction
One of the hardest meetings I had to lead happened after the drug overdose of a beloved plumber. This plumber was well-loved by his team. He was a good person, and he was very good at hiding his …
Leadership
What an “Inc. Fastest Growing Company” has to say about our training
Michelle Brown is part of the Comfort Now management team. Comfort Now is a dynamic service company that has been officially recognized as one of the Inc. Fastest Growing companies in America. When a …
Do you know how to give Good News?
As a communication company, we often show you ways to soften the blow of bad news. “Mrs. Smith, I’ve found what is causing your challenge today . . . . “ Yet, you will not always …
The 5 Leadership Lessons of Jon Snow
Jon Snow is everyone’s favorite bastard in The Game of Thrones. He is noble, kind, and just. Jon makes good decisions that build loyalty. (Except for the time it got him killed.) But even then, Jon …
HOW TO PRESENT FLAT RATE
Flat rate is the preferred method of the residential service company. The advantages of flat rate over time and material are many. Clients prefer the flat rate system, and well trained technicians do …
How to Prevent False Claims with a Proper Visual Inspection
I read one of those online reviews that made my skin crawl. The homeowner wrote this review on Rip Off Report, an online watchdog website. The review questioned the integrity of the technician, …
STAY OFF THE ROOF PLUMBERS
Plumbers are not roofers. When a plumber gets on a roof, he is taking a very serious risk. Chris Elmore highlighted how one roofing incident cost over $120,000 in this post: Worth It? I put together a …
$120,000 or $1500 – Which would you choose?
A squirrel. An old Frisbee. Last year’s Christmas lights. A plumber. All of these things might be found on a roof…But only one of them costs over $120,000 by being on a roof. Think you know which one? …
RANT > WHY THE HATE FOR FLAT RATE?
WARNING RANT ABOUT TO OCCUR!! Some techs get confused about what kind of page Service Excellence Training is in the social media spaces. Some techs think that because I love Techs, and this Field, and …
THE CASE FOR COMMISSION
I would not want to work on a pure hourly pay. I prefer a system that is based on performance. Performance pay motivates me. It gets me excited, and provides fuel for my goal focused fire. This is not …
How to Stop Unethical Customers
Unethical customers are going to attack your company. Sometimes this attack will come in the form of a dishonest online review. Other times, it will take the form of a client trying to convince you …
THE FUD IS COMING!
Has the FUD caught you in it’s slimy trap? Be warned, the FUD is coming! You may now know it, but you’ve had the FUD. You’ll get it again. You’re team members have had it, and …
How To Guarantee to Almost Die in a Basement
When I was a tech, I loved working on oil furnaces and boilers. I know that sounds strange but I did. I loved it. I got to use “real” tools with some heft, like wrenches. I could see …
Mr Miyagi and the Karate Tech
Mastering the fundamentals of anything is the key to being awesome at that thing. I like what one of the greatest philosophers of our time, Mr. Miyagi, said to Daniel in the movie The Karate Kid: …
3 WAYS TO TAKE CARE OF YOUR INSTALLERS THIS SUMMER
Installers are important. They install the highest dollar and highest profitable items that your company sells. Yet, installers can be some of the most under-appreciated people in a Service / …
DISPATCHING FOR MILLENNIALS
If you attempt to dispatch a Millennial for your profits, then you will have trouble on your hands. Millennials don’t value profits over a happy personal life. This creates a challenge for the …
The Best Dispatching Methods
Dispatching is about tactics and people. When done well, it can increase your profits. When done poorly, it can make team members quit. This post is from a Facebook LIVE Stream. In it, I will cover …
How To Launch Your Business Without Losing It All
You are interested in launching a business, but you don’t want to lose your shirt in the process, right? In this VIDEO, Kerry Webb and I will give you the best tips for launching your dream …
SCHEDULED SERVICE – a story and a sales lesson
I had a terrible experience with a local company. Hill Country Outdoor Power in Austin, TX. It involved a rider mower, missed promises, and bad customer service. Why We Bought In The First Place: The …
WHY THE ANT WILL ALWAYS WIN (video)
The ant will not die. It refuses. The ant has the one thing that guarantees success. Do you?
SELLING TO A GRIEVING SPOUSE?
As a service professional, you will be placed in sensitive situations. Such as, selling to a client that is grieving. “What do you do?” is the big question? I address that question …
HOW FAILURE CAN MAKE YOU STRONG
If you’re not failing, you’re not trying! I had a super embarrassing failure at the gym Sunday. It happened on my last set of squats. The bar was loaded with 450 pounds. …
SMARTPHONE ADDICTION IS KILLING SERVICE
Attention is the greatest asset a service technician or sales professional can possess. It is also the best gift to give a client. Sadly, this asset is being drained away by technology. Smartphones …
THE LEAP INTO BUSINESS OWNERSHIP
Do you want to start your own business? Then you need understand what starting a business is like. I get a lot of phone calls from guys tinkering with the idea of entrepreneurship. …
