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...
Picture yourself troubleshooting the following CO call and think about the pattern that’s followed. Remember, you’re going to be the hero on this call! The Call Long-time customers of yours, the Smith family, have recently moved into a new home. The previous...
There is so much more to installing a static pressure testing port than meets the eye. It involves drilling – a scary thing for both your service technicians and homeowner customers. The art of installing these ports involves more than the hardware and...
When it comes to HVAC sales, things can be quite confusing. The rapid pace of technological development means that no manufacturer can maintain a competitive edge for very long. Manufacturers develop a hot new box and, before they can cash their first check, a...
You might find it difficult to relate HVAC and colonoscopy customer service. Let’s take a look at how the medical profession has recognized today’s consumer’s need to be more informed and comfortable about not only the services being delivered, but...
The Thermostatic Expansion Valve (TEV) has become the refrigerant metering device of choice for most HVACR manufacturers in the past decade. Over time, countless valves have been needlessly replaced because of low airflow affecting their operation. A basic...
It is often taught that to diagnose a restrictive air filter is as simple as a visual inspection to see if it’s plugged. Then, if the filter is dirty, replace it. Once this obvious defect is fixed, everything is assumed to work correctly. Could there be more to it?...
You know, you just can’t win. For decades the U.S. government, through the auspices of the Energy Efficiency Act, the Department of Energy, and even the Environmental Protection agency have worked tirelessly with electric and gas utilities and the consuming...
It’s in the books: the first Republican debate on the road to the 2016 presidential elections. As a native of Cleveland, I want to say how proud I am of this city and its people. Commentators said that the Cleveland audience was one of the most demonstrative in the...
In the world of business, marketing and selling to existing customers is more important than ever. Today it’s even more affordable than before because the Internet acts like the rising tide – it floats all boats, no matter the size. In other words, it equalizes a...
