“You never get a second chance to make a first impression.” That quote may seem cliché, but in many ways, truer words have never been spoken. And in the HVAC/R business, first impressions are vital. How will you present yourself to your new customer today? Will they care if your uniform is neat and you’re well groomed and thoroughly prepared? Those elements may seem small, but they make a difference. Check yourself at the door before you go on that service call and ask yourself – would YOU hire YOU?

• Service sales: How many of your customers willingly and enthusiastically recommend your service to their friends, neighbors, and acquaintances? Service businesses like ours are essentially word of-mouth driven, and the longevity of the equipment and systems we sell means the same customer isn’t likely to call us back for more every three months, six months, or even every year. There will likely be long periods between calls for more service from the same customer. We need a broader base of appeal than those businesses with more frequent activity, like auto maintenance for example. So, it’s important we make a strong impression when we get in front of a customer; a positive impression that will endure. One day in the future that customer will be sitting at lunch, attending a PTA meeting, having a drink at friend’s home, or having their hair done and someone is going ask, “Do you know of a good heating or air conditioning tech?”


• Business development: You can grow your business one of three ways: increase prices, improve productivity, or bring more people on board. You can only raise prices so much so it comes down to improving productivity and hiring. Improving productivity comes first. You never want to add new hires until you have your business really in control and humming. But, before you start hiring make sure your really want to grow. Bigger is not always better. I mention all this because the residential service and replacement business is likely turning positive in many parts of the country in 2010. The commercial service and replacement business probably won’t turn around for another 12 to 18 months. So, if your focus is on the residential business, you seek to grow, and you have got your business in order, then it’s time to keep your eyes and ears peeled for good people who will complement your business. Don’t rush, but keep your antenna up for people who will be an asset to your business.


• Good habit: Remember your blessings. You woke up, and this moment and day belong to you. Smile and go seek your goals with a sense of urgency and joy.
  
  Keep in mind, a positive outlook, coupled with a sense of pride in yourself and the work you do, will not only help you gain customers but will also make your job easier. Feeling good about yourself and the work you do is essential, and the people in your life – family, friends, co-workers, and clients – will take notice.