When it comes to ethics, I love to tell this story. I once called a plumbing service company to investigate a leak in our shower above the kitchen. They quoted me $195.00 for the work. Two hours later I had five holes in my kitchen ceiling, a messy bathroom, and no conclusive source of the …
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CO - What Do You Know?

Many HVAC professionals assume the leading cause of carbon monoxide (CO) poisoning is a cracked heat exchanger. This assumption leads to inaccurate test methods that pass on from technician to technician. They try to assure customer safety, but unknowingly rely on misinformation. No one wins in this scenario — both the contractor and customer have …
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HVAC Airflow and leaf blowing -- the common denominator

Let’s talk airflow. We live back in the woods on a half-acre with fifteen 100-foot tall oak trees. For years I’ve imagined sharing leaf blowing airflow lessons with my fellow airheads. Let’s take a look at the mad airflow skills you can master while blowing leaves. Fascinating Statistics “If you don’t measure, you’re just guessing.” …
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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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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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What if you could offer your customers a system efficiency option of 57%, 78%, or 93%? No, this is NOT equipment-rated efficiency. It’s the operating system’s field-measured efficiency after installation and verification in a home. Here’s a sample proposal of the future. Field Measured System Efficiency Constant advancements in our ability to field measure the …
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When I was a kid, I didn’t know what my beliefs were, so I had a habit of constantly asking why. I questioned my mom and dad repeatedly on the things I didn’t understand. They patiently answered my questions and encouraged me to keep asking. If you’re a parent, you’ve no doubt experienced this with …
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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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