How Good CSR Habits Are Formed

I learned something that blew my mind today… I’m listening to the audiobook Atomic Habits right now. It’s a terrific book, one of those books where every line has you nodding your head and wanting to take notes. While I listened to it today, this is what blew my mind: “Many people begin the process … Read more

Getting Your Team “On The Same Page”

I wanted to take the chance to address a common concern people have about CSR Training: Getting your team on the same page and keeping the phones covered is tricky. That’s why we record your Initial Group Kickoff Training for future use and provide the option to host it multiple times so everyone can have … Read more

How Will You Handle Price Increases?

NEWS FLASH: Prices are going up… one everything. And they keep going up… And up… And up… Last week, we heard from some Contractors at a conference that they anticipate the average dispatch charge to double by 2023 😱 My first thought was this: If you raise your prices (which you will) does your team … Read more

What to Name Your “Dispatch Fee”

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Everyone in the Contracting World is wondering what to call their “Dispatch Fee…” Some of the popular choices on the market include: Trip Charge Fee Diagnostic Fee Service Call Fee Call-Out Fee Inspection Fee But if I may, I’d like to assert that “what should I call my fee?” is the wrong question to be … Read more

How To Become More Confident

Some people call it “filler words…”   Others refer to it as “needing polish…”   The signs of it are “umm…”, “uh…”, “I’m not sure…”   Sometimes a CSR may even cut the customer off to save themselves from facing it. You know what I’m talking about, don’t you? LACK OF CONFIDENCE.   You simply … Read more

Why Customers Ask For Pricing

My next 8 emails are going to illustrate the 8 things every customer needs to hear from your CSRs… Let’s look at Joanna. Joanna is the mother of three children, Her husband works at a financial technology company in town and is usually gone for about 12 hours a day between work and his commute, … Read more

How Shanklin Heating & Air Sells 90% of Their Maintenance Plans Over the Phone

“If it’s a great experience, no one feels like we’re selling.” “Our CSRs sell 90% of our maintenance plans.”  😱 I was shocked when I heard that statement from Tiffany Airwycke, Operations Manager of Shanklin Heating & Air Conditioning. “We’re selling, but the customer doesn’t feel like we are. It’s happening, but they don’t know … Read more

How To Convince Your Team Of Anything

Yesterday in Las Vegas, multiple HVAC Business Owners shared the same concern with me about investing in Customer Service Training: “I think this would be absolutely amazing for us,” they said. “But…” I waited with eager anticipation to hear their “but.” “But I worry my team won’t care. They won’t embrace it. They’ll feel like … Read more

Three Big Problems

As we’ve been back at Trade Shows this spring, it’s been interesting to see three customer service challenges most contractors have: 1) Consistency 2) Giving Feedback 3) Cringeworthy Customer Service A lot of contractors are struggling to get a consistent customer experience from their call center. Sometimes they’re excellent, other times… not so much. Do … Read more


Training is broken. Traditional industry training comes from a “lecture style,” old-school educational mindset. Gather everyone in a room, deliver information to them, and hope for the best. But this approach makes no sense in our companies because, in school, AT LEAST students have to pass a test. But in business, we’re not trying to … Read more