Loyalty is not Prejudice!

posted 12/21/2016

For years we as an industry have been focused on one main thing; SALES!  We have worked harder and harder year after year to drive up the average ticket.  So, we trained our team to sell and we got higher price books but, at the end of the day the average service ticket seamed to hover around the same point (usually within $50 of our billable hour).  Why is this you say? Well, it’s simple really and it has to do with loyalty from our clients. You see your customer does not care if you’re a Man or a Woman.  … Read More >>


Attracting the Newest High Value Customer

posted 11/29/2016




As contractors, each of us have the capability of doing free marketing.  We are our own walking billboards.  Whether you’re at a sports game or holiday party, anytime someone asks, “What do you do?” of course you always respond with great pride and intention that this could be your new high dollar customer.  Right?   Your new acquaintance could just happen to be building his dream home and has always wanted a heated floor in his basement.  You mention that you have a hot water heated floor in your shop and that he’s welcome to come and look at it … Read More >>


Direct Mail is Back!

posted 11/21/2016



As often as possible, I bring my baby girl when I travel. However, in April when she turns 2 and no longer flies for free, well the season will most likely come to an end. But in the meantime, I’m enjoying every minute of it.  Especially, minutes that last 2.5hrs like the one in the Atlanta airport last week as I traveled alone with her from the Comfortech show in Philadelphia. While laying over before our flight home to Chattanooga, I had very few toys to keep her occupied.

If you’ve ever been to the Atlanta airport, there are trains … Read More >>


Why We Changed- Your Tech Called

posted 10/21/2016


matt blog face

“What do we do about our long time loyal customers?”

“I mean, surely if we walk in and show them this new menu pricing system they will be offended or at least wonder why we changed from what we’ve always done.”


These are the thoughts of many service companies around the globe when it comes to TNFR. But rest assured that we have found that it does not come up nearly as often as you think. And why does it not?

Simply put. Because they already love your company! Why would they object to options from someone they already … Read More >>


It’s Never Just Anything

posted 10/03/2016

stop-blog-headermatt blog faceHave you ever been in a conversation with one of your office staff or technicians and asked or been asked, “If you could just…?” or “It’s just…”.   I believe we all have or many still do phrase communication this way.  I believe, if we were aware of the true indication of that word, we would do our best to just remove it.  Just, has several meanings, but when used in this way it simply means…the task or solution is simple.  It’s a way of communicating that the particular thing you’re asking for is not a difficult task and requires … Read More >>

1 Comment

You are the Expert

posted 09/21/2016


I was on the witness stand being questioned by a $260,000 per year attorney! “Mr. Koop, how much do you think your time is worth?”  Now this was back in 1998 and at the time I happened to know this particular attorney was billing his client $125 per hour.  I was an Electrical, Plumbing, and HVAC contractor so I looked him in the eye and replied, “My time is worth $125 per hour. Do you think that is too much to charge for expertise?” I tried hard to keep a straight face as he hesitated…trying to regain his own composure. … Read More >>


What Women Sell to Men and How They Do It.

posted 09/12/2016


We all know that sex sells.  Whether you’re a man selling to a woman or a woman selling to a man, there is almost always an awareness of sexual attitudes.   As a matter of interest, a study in the early 1960’s said, a man and a woman put together in a room typically cannot go five minutes without one or both thinking about sex. Advertisers have used provocative poses for close to 100 years.  Radio ads will often take advantage of smooth sultry female voices when doing direct advertising towards men.   So, how does that affect you?  Some would say, … Read More >>

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The Ride Along

posted 08/18/2016

black and yellow

 matt blog faceMany times we as business owners and managers overlook or misuse the power of the ride along.  The ride along is traditionally used for the observation of technicians not meeting the expectations of the company.  As leaders and owners of companies the ride along can create a stigma associated with your “undivided” attention in the technician’s world.  You’re either valued or not. You’re either the super star technician or you get a ride along from the boss.  What if this particular tool was used without prejudice?  How would you implement it?


  • When should they occur?
    First thing in morning
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Our Jobs- A Learned Trade

posted 08/11/2016


danielle1Think of the greatest
 sports stars to come out 
of American baseball history since its genesis in
 the 18th century. Hank
Aaron, Babe Ruth, Willie 
Mays just to name a few. 
Not one of these legendary players were born with a glove and leather bound ball in hand. Not one of them knew how to play the sport of baseball until they stepped out on the field. Every single one of our sports hero’s had to PRACTICE! Icons are not born, they are made. The same goes for salesmen, entrepreneurs, and athletes. We are not all fast learners. And, no
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Success Starts in the Circle

posted 07/15/2016



danielle1“Let’s Go!” I yell promptly at 8:30 every day. As strong advocates for morning meetings, we recently reinstated the morning round up with our own staff – highlighting the day’s priorities (not just their to-do lists, but actual top level priorities).  From the beginning, our goal was to cultivate an environment that yielded focus and respect; even focus and respect are not attributes incapable of burning out.


As I’m sure is true with yours, our staff is very busy each day.  This meeting has to bring about more efficiency during the workday and has to build-up our staff.  … Read More >>