By: Jim Hamilton Nexstar Network Business Coach

Here’s a quick tip regarding managing labor in peak season. I speak from experience.

I like to load my install trucks up in preparation for the upcoming peak season with install teams.  Why? You can never have enough installers during the peak season. 

During peak season you need to measure the production of each install team. Why?  Because come shoulder season, the slackers are going to be hacked.  I tell the install crews this at the beginning.  If they slack when I need them the most, I will cut them when I need them the least. 

After implementing this process, I had less crews take vacation in the summer months and take less days off. Overall productivity improved.

By: Tom Merriott, Nexstar Network Call Center Excellence Coach

I had the great opportunity to teach at Nexstar Network’s Call Center School last week. One of my favorite parts of this class is when our attendees share their “AHA” moments with the class. Our group last week, had some wonderful insights, and I thought they were worth echoing.

“Don’t rush through calls.”

“Learn something personal about your customers when they call in.”

“Take the time to measure your call stats to gain insight and to see where you can improve.”

“Our goal is always to book the call.”

“If at all possible, don’t transfer the customer or put them on hold.”

“My smile will come through on the call.”

“Be patient and listen.”

“Empathize with the customer and make them feel important.”

I hope that you find these as inspirational as I do! I can’t wait to see the great things in store for our recent call center graduates—they are now prepared to provide incredible customer care!

By: Jodi Peter, Nexstar Network Business Coach

One of the most challenging jobs in the contracting business is finding and retaining good technicians.  I don’t know what it is about Heating, Air Conditioning, Plumbing and Electrical technicians, but the skilled tradesmen seem to be a dying off.  So much so that many contractors are deciding to “Grow their own.”  Whether a contractor hires someone right out of tech school or invests in training the right individual, creating a well-rounded, well qualified technician takes time.  I’m all for “Growing your own” technician, by the way, just be mindful of the types of calls given to a new, green technician right out of the gate.

So you have a new guy on the payroll.  Many contractors introduce him to the team as the new maintenance tech.  You send him out on maintenance calls, in the beginning, to get his feet wet.  After all, what better way for a tech to learn than sending him out on Service Partner Plan calls, right? 

Not necessarily. 

Be sure that the BEST opportunities go to your BEST guy.  Don’t make the mistake of allowing a new, green dude to learn on the best opportunity. 

If you are an HVAC contractor, maintenance technicians are for servicing that new equipment that you installed 3 years ago, not the 15 year old system that might need replacement.  Send your BEST techs to the older equipment and your organization will reap the benefits of higher sales and profitability.

By: Ed Cerier, Nexstar Network Marketing Strategist 

Nexstar Network members set the standard for professionalism. When your customers see how your techs are dressed and groomed and how your trucks sparkle, they think “clean and proud.” When your customers speak with your CSRs and techs, they think “intelligent and friendly.” When you make happy calls, they think “caring and complete.”

This might not describe your shop exactly, but it’s probably close.

Your people, procedures and products all paint a consistent picture that communicates you’re raising the bar. Why do you attend to so many details? Because you know that everything matters. It doesn’t do any good for your techs to be friendly if your CSRs are cold.

As you’re thinking about the details, make sure your marketing messages are consistent with your overall operation.

Your people, procedures, and products all paint a consistent picture.

If you want people to think you’re a proud, intelligent, professional company, then your marketing has to communicate those things. It’s not enough for your people and vehicles to communicate excellence if your marketing communicates average or even below average.

To be a successful marketer, though, every aspect of your marketing must communicate professionalism. If your copy states that you’re professional but your visuals don’t reinforce this, your copy won’t ring true. Professional marketing communications are particularly important to attract prospective customers, because prospects don’t know anything about you. All they know is what they read and see and sense from your marketing communications. These communications provide the critical first impression. Make sure your marketing communications reflect the quality of your entire operation. That’s good marketing.

By: Jodi Peter, Nexstar Network Business Coach

Wanda hates being told what to do

In Nexstar, we frequently refer to the primary decision maker of the home as Wanda.  Wanda is the targeted demographic and makes most financial decisions about services done in her home.  I’m a business coach for Nexstar, but I am also Wanda and let me tell you, Wanda hates being told what to do.  There is nothing more frustrating than taking my car to the mechanic and being TOLD what has to be done.  Quite frankly, it makes me feel a bit helpless.  I don’t know much about what’s going on under the hood of my car and I have to take the mechanic’s word for what needs to be done. 

As in home service providers, we have the opportunity to train our technicians to provide a unique experience in Wanda’s home; one that is very different than taking a car to a mechanic.  Technicians that offer options to Wanda create a far better experience than those that tell Wanda what’s broken.  In nearly every service scenario, there are multiple options that can be offered. 

Let’s examine a running toilet…

• Wanda calls a plumber out because the toilet runs continuously and the plumber discovers that the flapper is not sealing properly.  The plumber offers 3 options.
• Option 1 – Replace flapper with a 30 day warranty
• Option 2 – Rebuild all components in the tank, including supply lines with a 90 day warranty.  All the components within the tank are just as old as the failed flapper so this option will give Wanda piece of mind that other components won’t fail after a plumber replaces just a flapper.
• Option 3- Replace toilet with a new water saving, more effective toilet with a 1 year warranty.  This option will make a “green’ Wanda feels good about saving water and she gets a new toilet out of the deal.

Which one will Wanda buy?  I’m not sure but what I do know is that she gets to decide.  Wanda likes to be educated and a good technician will never sell anything. 

 A great technician will educate the customer to buy.