Millennials get a bad rap. The truth is, they can be valuable assets. Learn why you shouldn’t just like millennials but love them!Read More
Tommy, one of the techs at my contracting company, poked his head into my office after his last call of the day. It was after 7 p.m., which is about two hours later than he would have liked to finish. He said, “That last job took forever. These kids today have no work ethic and ask a million questions. I wish they would just put their head down and do the work.”
I smiled a little and replied, “You know, Tommy, when you first started all the experienced Techs that worked here said the same thing about you.” “Haha, very funny,” was his reply. I went on to tell him that if he thought the Technicians he worked with needed additional training to let me know. But otherwise, try to have a little patience. After all, to get as good as he was took years of practice.
Tommy and I had this conversation in the 1990s, but if you replaced the word “kids” with “millennials” or “gen x” it would be just as relevant today.
The truth is that the bad rap younger generations get is based on a myth, which if not overcome will harm your business because you’ll be missing out on some of the best employees you may ever have.Read More
You might have to say “no” to a customer to make room for customers who will behave in the way you want and deserve to be treated.Read More
“I’m sorry, Mr. Jones… I think, given the circumstances, another company could serve you better,” I said calmly, even though I was actually pretty ticked off at the way he had spoken to my best CSR, my Dispatcher and my most experienced Tech. I invited him again to go hire (and likely abuse) my competition.
Why not just take his money? Because Mr. Jones was not my customer. He was among the five percent of customers who were causing 90 percent of our problems and we were on a mission to move them out. And he was destroying our company’s culture and I wasn’t going to let that happen.
After all, I had always told my staff, “You’re my #1 customer and I know that how I treat you is how I hope you’ll treat our customers. So, know that my family is committing to treating you with the respect you deserve.”
Well, if I meant it… and I did… there comes a time I had to fire a customer to prove that I’d be willing to put my money where my mouth was and stick up for the team.
Here are four customer behaviors and one situation you shouldn’t tolerate and how you can handle them.Read More
You can live the life you want! How?
Most business owners are so focused on solving the problems of today that they don’t stop to consult a plan. Al isn’t a fan of 10-year plans, but he does believe having a 3 to 5-year plan is critical.
In Al’s episode on the Winning on Main Street podcast, Al shares with host Gordon Henry how you can scale your business and live the life you want.Read More
Wish you could find all the great techs you ever wanted? You’ll need to learn and implement the five main components of Staffing Power.Read More