Carbon Monoxide - What to Look For

Analytics — why are they so doggone important? To answer that, we need to know the terms and references required to understand marketing analytics, whether you are doing it by yourself or using a third-party web management person/team. Looking at analytics without knowing or understanding what you’re seeing is just like looking at your P&L …
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Extending credit to customers helps close more HVAC new install and system upgrade sales.

Why financing? Here is why: Whether their product is consumer goods or HVAC systems, I have two words that are the bane to all salespeople: consumer debt. These two words impact consumers’ ability to buy things. The New York Federal Reserve’s Quarterly Report on Household Debt and Credit for the first quarter of 2014, showed …
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Good CSRs are Key to Your Success

The customer service person answering calls is the customer’s first contact with your company. In other words, relationship building begins from the moment the phone first rings. Tip #1: First and foremost, you should have a live person answering the telephone in your business If you don’t, you risk creating a customer opinion that your …
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Reputation management

Reputation management? Online Reputation management? What gives? In case you haven’t noticed, the Internet is changing everything. It can be good or bad change and depends on how well you adapt and take advantage of the opportunities it presents. It’s noteworthy that internationally-recognized leadership consultant Robin Sharma says, “Change is hard at first, messy in …
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Twenty-two years ago NCI set out on a mission to help the HVAC industry move towards measured performance. At the time, we envisioned a future where most systems would perform at over 90% delivered efficiency. We believed the industry would fix most of the HVAC systems in  homes and buildings once the issue was recognized. …
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Are you a member of an HVAC trade organization? I’m talking about the ones you have to pay dues to belong to. If you don’t, think about something that Benjamin Franklin once stated: an investment in knowledge pays the best interest. Seems reasonable, right? Yet it occurs to me, in the HVAC contracting world, the …
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Comfort Solutions are Key to Performance-based selling

Beating the Comfort Commodity Challenge When it comes to comfort differentiation, HVAC manufacturers have it tough these days. The rapid pace of technological development means that no single manufacturer can maintain a competitive edge for very long. Each one invests millions of dollars developing new products and, before they can cash their first check, one …
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LEAVE THAT THERMOSTAT ALONE!!!! Staying comfortable in our homes and workplaces has become something of a battleground over the last three decades. OK, let’s not pull any punches — it’s a war! Especially when you think about all the different age groups and generations who live and work together. Each “group” has different comfort needs …
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When it comes to dealing with HVAC customer and employee problems, the famous quote, “We have met the enemy, and he is us,” by the comic strip character, Pogo, said it all. Some time ago, I was following a conversation on one of the HVAC Industry discussion forums that addresses how business owners deal with …
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Red Ocean

About 10 years ago, a book titled, “Blue Ocean Strategy” was published by the Harvard Business Review Press. When I first read this book I recognized the things that we’d been doing at NCI for the previous 10 years were actually part of a blue ocean strategy. Our blue ocean was, and is, helping our …
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