In a classic Lennox dealer meeting video, the Lennox territory manager encourages Dealer Jack to provide training for his technicians.
"What if I train them and they leave?" exclaims Dealer Jack.
"What if you don't and they stay?" counters the TM.
As amazing as it seems, many small businesses hesitate to invest in training for their employees. They would rather retain ignorance than to risk losing competence. The irony is that by training, they do neither.
One of the most technically advanced residential air conditioning companies in the country is Air Conditioning by Jay in Scottsdale, Arizona. Bryce Johnson from A/C by Jay reports that a strong training program makes it easier to hire good technicians. Johnson says technicians want to learn and know that his company provides some of the best training for advanced diagnostics in the area. They seek out A/C by Jay, waiting for an opportunity.
Training helps attract and retain employees, but so does extra benefits and higher pay. For training [...]

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1. Completely turn off lights and equipment when leaving at night. Many computers and other electronics are not truly off, but in a standby mode that continues to leak power or vampire energy. 2. If possible, install skylights to take advantage of daylight and reduce lighting needs. 3. Install switch plate occupancy sensors. 4. If electricity is deregulated in your market, check to see if you could get a better rate from a different provider or could renegotiate your rates. 5. Tune-up your building’s heating and air conditioning system. You really can cut utility expense when your HVAC system is well maintained. Continue Reading »

We all know who the customer is, right? You know whom I’m talking about… the CUSTOMER. The CUSTOMER is the person we serve. The CUSTOMER gives the company money. 

 But there are other customers than the CUSTOMER. Everyone in a company serves someone else. Everyone has customers whether they ever talk to the CUSTOMER or not. 

The technician, for example, is the customer of the dispatcher. The technician is an internal customer. In order for the tech to do a good job serving the CUSTOMER, the dispatcher must do a good job serving him. If the dispatcher references the CUSTOMER’s records and notes a comment or two that will help the technician perform better, he’s serving his customer (the tech) better when he passes them along… 

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