Pointman Blog

Tough Conversations (1/5): Turn Around Problems for Your Customers

Posted by David Thiemecke on Nov 3, 2017 1:09:44 PM

How can I help a disgruntled customer?

When I started running customer service almost ten years ago, upset customers scared me. By the time the customer called me, he or she had already exhausted any patience with my office manager or field service manager and my hands-on team.

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Topics: Cutomer Satisfaction, Customer Service

The Three Things You Need Most In An Employee

Posted by Steven Raines on Oct 20, 2017 2:00:00 PM

Hiring great people is absolutely key to running a great business and often, new business owners think that means hiring smart people. Lee Iacocca once said his secret to success was to "hire people brighter than me and then I get out of their way." It's great to hire smart, but my experience is that smart isn't the most important quality.

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Topics: Business Owners

Case Study: Munn’s Sales and Services, Inc. With SW Remote

Posted by Stephanie Magnuszewski on Oct 10, 2017 11:36:57 AM
Charlie Thompson from Munn’s Sales and Services, Inc. out of Central Florida, has been an SWRemote Customer for just over 10 years now. The company has been servicing Florida residents since 1964 and with 3 generations of family working hard to run their business they needed a solution to get away from paper and make things easier for their staff and technicians.
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Topics: HVAC Service Software, Business Owners

Can a Discount Increase Profits?

Posted by David Thiemecke on Oct 6, 2017 1:13:00 PM

If you ask a technician who is just starting out to estimate the cost of a job, they will definitely take into account labor (the work they have to do) and probably materials. The tech might even include a markup for profit. Since you have to cover all the bills, not just the jobs, you know that there’s a lot more to pricing a job. Your everyday prices should reflect the value to a homeowner, but a homeowner isn't much different than that tech and will think about your invoice the same way the tech does.

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Topics: Business Owners, pricing model

Know your Costs. Price on Value.

Posted by Steven Raines on Oct 4, 2017 4:51:40 PM

Every business owner has different goals. Some owners want to grow a huge business with hundreds of employees that dominate a market. Some owners want a self-sustaining “lifestyle” business that lets them spend more time with their families or leave a financial legacy for their children. Some owners want to build something that benefits their employees and their community. No matter what your goals are, sustained profitability is what lets you reach your goals. To achieve this, you need to know your costs and price on value.

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Topics: Sales, Business Owners, pricing model