Plano Heating Repair Company debunks some business myths.
Plano Heating Repair Company owner Steve Lauten, President of Total Air and Heat Co., picked up some words of wisdom about how to improve customer service.
The following is a report that Steve Lauten gave to local HVAC Contractors following his visit to an industry associate trade show in 2006. The following gives some insight into how Steve runs his business and is presented so that you the reader may better understand how Steve focuses on quality of service in every aspect of his business.
As promised I am reporting on some of the sessions I attended at the ACCA National Convention in San Jose. Over the years I have attended many HVAC conventions and always came away with enough ideas to make it worth my time. I left this convention with enough ideas to give me a head ache! It was without question one of the best I have ever attended and truly was “in touch” with many of the issues we currently face as contractors and suppliers.
The Keynote Speaker was Marcus Buckingham who is a famous best selling author and motivational speaker on helping organizations achieve success. Marcus developed most of his concepts while working at Gallup Poll as a Sr. Researcher. I was truly stunned by the answers to many of the questions he asked, and by learning those answers the statement “the truth will set you free” never rang more true to me. We don’t have enough room to cover everything in this newsletter so let me suggest you go to the website www.marcusbuckingham.com. Read all of his books, I plan to!
The main point of Marcus message was the Myths We Live Our Life By:
Myth: As you grow, you change
- Truth1: As you grow, you become more of who you already are.
- Fact: Would somebody please tell my wife to quit trying to change me!
Myth: You grow the most where you are weakest.
- Truth: You want to drive your focus on your areas of strength, it’s where you can grow the most. When you do a performance review with your employees, do you focus on areas they need to improve or what they are doing well and could actually excel at?
- Fact: You will grow most in your areas of greatest strength.
Summary: The essence of being a great team is each member bringing what they do best every time. Each team member understands their role and continues to improve at what they do best. Think of any great sports team, it consisted of members who knew their role and did their very best to deliver their part to the success of the team.
There are only 3 ways to grow your business, and our chapter:
- Increase the number of customers
- Increase the average transaction value
- Increase the frequency of repurchase
I will let you decide how to best apply the ways to grow your business. How is your chapter applying the rules? The North Texas ACCA Board of Directors believes that in order for our Industry to thrive requires more involvement by contractors and associates. Our membership is growing at a very steady pace and as it continues to grow we will have the strength I numbers to enhance our image to the consumer. Our average transaction value is increasing because our members continue to educate more of their employees. Our frequency of repurchase is also increasing because of mandatory Continuing Education.
I was also very impressed by another featured speaker: “The Telephone Doctor”. She covered several very simple things that I highly recommend you implement. In particular working with those answering your telephones as follow:
Forbidden Phrases:
- I don’t know. Instead say: Gee that’s a very good question, let me find out.
- Instead of leaving them on hold while you find out the answers, say: By the way Mr. smith when did you need that information? If it’s not immediately there is no reason to leave them on hold.
- Always try to avoid saying something “negative” at the top of a conversation, i.e. “I Can’t or We can’t do that” Instead say “Let me see what we can do”
- Never tell them what you can’t do, instead tell them what you can do, i.e.: Mrs. Smith I wish we could, if there was anyway possible I would. I can have a technician there tomorrow at 1:00pm is that OK?
- Always try to avoid saying No at the beginning of a sentence. An Kahn won a prize when asked this question: Have you ever been to China. Instead of saying No. She said “ Not Yet but I hope to soon”
If you can live by the advice above your business will prosper and your clients will appreciate you.
Plano Heating Repair Company, Total Air and Heat, is owned by Steve Lauten, the second generation owner. Founded in 1957 by Steve’s dad, Fred Lauten, Total Air and Heat is proud to have received some of the highest awards for quality and service that are offered in the Industry. Among those awards are the Readers Choice Awards from the Collin County Newspaper, the Trane Pacesetter Award in 2002, and designation as a Trane Comfort Specialist. Call Steve at (972) 535-8066 for a personal consultation.