Who is really my boss and what the heck are they judging me on? This is one of the most common complaints I hear in […]
Al Levi
Read More by Al Levi
Harder to Get Good or Stay Good?
A torturous question that owners ask themselves all the time is, “Is it harder to get good or to stay good?” The short answer is….it […]
Money from the Scrap Heap
A customer wrote me an email awhile back inquiring about what my family did with the scrap metal from jobsites and he wanted to know […]
Creating the Right Commercial Salesperson
My family business throughout the years serves the residential, commercial and industrial heating, cooling and plumbing marketplace. What I know from serving these three different […]
Behavior in the New Social Media World
The old adage was, “Do something good for someone and they’ll tell 10 people. Do something bad to someone and they’ll tell a 100 people.” […]
Ununiform
I had a distinct dislike for one particular company on Long Island who we butted heads with a lot. And I hated them for it…at […]
7 AM to 7 PM is Normal Service
In years of seeing a lot of different clients, I prefer to work for people who have jobs and value their time as much as they value their money. Today these ideal clients are typically dual income households. That means they work long hard hours and they tend to be first coming home late in the day.
The only way to win them as clients is to serve them the right way and on their schedule.
Think about it. When these choice customers come home and find issues at their home that require they call a contractor what is it they’re most likely to get starting around 4 PM? an answering machine!
Maybe you have a professional answering company, surely an improvement, but it’s not anywhere as good as answering your own phones. Why? Because you have a vested interest in the outcome and they don’t.
Also, you have more power to convince a Tech to either stay on late or come out and do a call where they are more likely to blow the call off altogether or go and just mail in their effort when they field the call or they get the message from an answering service. When this happens, it’s the customer and the company who are poorly served.
So, what’s the answer?
Quote Worthy
One of my clients I’ve worked with for many years, Jim Criniti, recently surprised me and the person I often co-consult with Ellen Rohr, the […]
Sharpening the Axe Before You Need to Use It
It was still hot and sweaty in the midday sun. I mean it was just a couple of days after Labor Day in NY and […]
IT’S A DRUG AND WE’RE HOOKED!
This is what I said to my brother, Richie, about the fix I felt we got from doing monster commercial and residential jobs for a […]