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How to Kick Ass on the Phone

Posted by Stephanie Magnuszewski on 7/17/18 10:24 PM

Get to the Point | Top Three Takeaways:

  1. Our 5 best tips for tackling customer calls in a professional, confident and calm manner. Staying positive, calm and organized.
  2. The 5 C’s of Customer Service - how to get to the point, speak professionally and talk to customers the way they should be treated.
  3. Common Scenarios and to handle them. We made it easy with a script you can use in any situation

Customer service can be hard to master yet its one of the most important aspects of running a good business. Word of mouth can be such a powerful and underrated marketing tool and the best way to get a good word out is to have some kick ass customer service skills.

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Tags: Customer Delight

How to Schedule More Jobs When You’re Already at Capacity

Posted by Greg Dooley on 6/26/18 10:43 AM

Get to the Point | Top 3 Takeaways

  1. Scheduling - Gather information including available and unavailable hours, technician efficiency, and on-call techs scheduled as early as possible.
  2. Pricing strategy - Know how much any after hour call will be. Have your dispatch fee, after hour premium rate, and discounts defined ahead of time.
  3. Compensation strategy- Make sure your team knows how much kick-back they will get for each after-hour job booked and completed. Then make sure they get paid ASAP!
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Tags: Customer Delight

Which HVAC Management Software is Right for My Business?

Posted by Steve Kiernan II on 5/22/18 9:50 AM

I'll never forget sitting at an event last year called Contractor University, put together by a group named EGIA when a man, let's call him Brett, approached me to ask about our company, Pointman. He was looking for software to help run his service company better, but he said something that rocked me. He said "I came here to find software, but I'm going to head home even more confused than when I started." Ouch! The lot of us hadn't helped. In fact, we'd made it worse! Thank goodness we happened to be hosting an open happy hour, which was a fine backdrop to provide what he really needed, a good listener.

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Tags: Customer Delight

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

Posted by David Thiemecke on 11/3/17 1:09 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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Tags: Customer Delight

Case Study: Max Service Air Conditioning “So easy a caveman could do it”

Posted by Stephanie Magnuszewski on 9/29/17 2:11 PM

Felix Conde runs Max Service Air Conditioning in West Florida, he’s worked on several other business and field software solutions and nothing ever seemed to fit his needs. He wanted something that was simple, intuitive and made sense for his business.

We had a chance to talk with Felix shortly after his team implented Field Nimble home and field service software for his business. 

Here's what Felix has to say about the increased efficency Max Service Air Conditioning experienced.

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Tags: Case Study, Customer Delight, HVAC Contractors

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