Frankly Speaking . . .

2010-03-20T20:48:00.001-04:00

Understanding overall customer satisfaction is a bit more complicated than assuming everything went fine simply because they didn't complain. In fact for each customer who called and complained, there are twenty-six more who say nothing,(Based on study performed by the University of North Dakota) they just disappear and you never hear from them again. Ever have a problem in a restaurant and when asked how everything went you say, fine, just because it is not worth the hassle to say anything? During the drive on the way home you actually discuss whether you will ever go back there again. Yet the people in the restaurant are oblivious to your dissatisfaction.
As illustrated in the "Customer Satisfaction Pyramid" the lowest level of satisfaction, or as I call, meeting the basic objectives; Trust, Reliability and Value is considered a given. In fact, these are the key elements as to why someone makes a selection as to who to even consider before doing business with them. Customers expect at least this. On level two, Timeliness, Knowledgeable and Responsible, the customer wants something he or she obviously expects once the experience has begun. At this point, a company has met the minimum requirements . . . fair price, trust, reliability, you know what you are talking about, you don't waste their time and show up when promised and take responsibility should something go wrong. These are logical demands.

Want a customer for life? Get to their emotions. Level three . . . Caring, Concerned and Helpful. These are not just words, this is where your customer sincerely believes, based on your words and actions that you do indeed really care!
Let's take a look at the top of the pyramid. Fun, Friendly, Enjoyable or Entertaining. This doesn't mean you bring in a group of entertainers when you do business. What I am talking about is something so rare and unusual that the customer is so overwhelmed that they can't wait to tell someone else about the great experience they had. Whether you are a plumber, electrician, HVAC technician, roofer or handyman, your services, communication, appearance and interaction is not just compared to others in your field, but to every interactive experience that person has experienced in their entire life! So, don't focus on just meeting their basic needs, focus on being the best by overwhelming them.
Want to know more? I'll be posting more detail on this blog in days to come.

Back From Tampa

2010-03-16T22:15:00.002-04:00

Had a great trip to Tampa, Florida. Met some of the best of the best HVAC contractors in the country. If you want to do better, the place to get the information you need is at the ACCA national conventions. The next one will be in San Antonio, Texas next spring. Got to ACCA.org for more info.

I also presented a workshop in Tampa titled "20 Methods To Turn Satisfied Customers into Hard Core Raving Fans" It went great. In fact, I had a standing room only crowd and many of the attendees stopped me later to tell me how much they loved my presentation.

So what are you waiting for? If you haven't signes up for a workshop, there is no better time than right now!

Check Me Out in the Contractor Excellence Magazine

2010-02-23T16:35:00.002-05:00

How about that! Two articles in one month about me! Lucky Me!
A few weeks ago I picked up the HVAC Insider and there I was. Now I'm in the ACCA Contractor Excellence Magazine. By the way, I will be speaking at the ACCA National Convention in Tampa. I'll also have a booth (#433) so if you plan on going, come say hi! I am speaking immediatley following the opening ceremonies.
Here is a link to the Contractor Excellence article:http://www.acca.org/magazine/archives/winter10/

Long Time No Post

2010-02-20T22:00:00.002-05:00

My last blog post was January 2nd. . . Quite a while ago. . . U pdate:

My neck, arm and shoulder pain has diminished greatly, it is tolerable and I believe I can get by without surgery as long as it continues as it is right now. A few things have happened since my last blog. Here they are:

1. Business has picked up dramatically (Yippee)

2. Customer Care Plus is taking off and doing well!

3. My son Rocco completed the police academy and is now a police officer in the City of Shepherdsville, KY. His picture is in this post. I am very proud.

4. My step son Gavin is kicking butt playing basketball. He is like LeBron James!

5. I am well on my way to a painfree and painkiller free life! Thank you God!

6. I continue to have some of the best customers and clients in the world! Thanks everyone, I really do love my customers!

I hope my wonderful life continues to improve!

2010 - Planning for the Best

2010-01-02T10:06:00.006-05:00

Now that we are entering a new year, we are all probably hoping for an improved economy and also improved financial or business status. Believe me, so am I. 2009 started out as what I thought and hoped was going to be the best year ever. At least it seemed that way for the first three to four months. By the time we hit the half-way point at the end of June, I quickly realized that my hopes were not going to be a reality. Along with the economy plus several other factors, the best year ever turned out to be one of the worst years ever.

So, we can sit around and hope for the best and pray that others in the world will make the right decisions for us and make things better . . . or . . . actually make plans to avoid the problems, pitfalls and issues that caused the challenges we faced in 2009 by deciding to take control of our own destiny and do what is necessary to make things go the way we want. Jack Welch used to regularly say "Control your own destiny, or someone else will". This is absolutely true.

I was scheduled for neck surgery on December 28th. The plan was to remove two discs (between c-5, c-6 and c-7) replace them with bone taken from cadavers and install a titanium plate to hold the whole thing together. I had around a 90% chance of this being successful. The surgery was going to eliminate neck and shoulder pain along with loss of feeling in my right arm and hand. The surgery was orginally scheduled for three weeks prior, then rescheduled for the 28th because I had a chest cold. I decided to cancel. I did not have the surgery for several reasons. One, I started developing an elevated temperature for some unknown reason a few days before surgery. I also kept getting hints from various sources on how I had a possibility of losing my voice, being out of commission for several months, having additional back problems, etc, etc. I prayed about it and woke up the day before the surgery and decided to cancel it. I am going to take another approach and try some alternative methods, yoga, accupuncture, etc. I'll keep you posted on my progress. I am working on a plan for recovery that does not include cutting my neck open and replacing parts.

Getting back to business . . . Want to have a great 2010? Decide today to make the appropriate changes in your life to make things the way you want them. I had a workshop in Lexington a little over a week ago and spent a lot of time discussing various ideas and methods to improve performance and profitability. I concluded the session by telling everyone that everything discussed was nothing they have not already heard before. No life changing events occurred in that room that day, nor did I say anything that was considered a brilliant idea, I just presented information that was already public knowledge, perhaps I just presented it in a way that made people think differently. In one of my previous blogs I posted an email I received from one of the attendees, please take a moment to read it.

The point I'm trying to make is, you already know what to do, you already know how to do it, and who to ask for help. There are probably no fantastic ideas that will come to your rescue nor is their some magical cure to your ills. It's just a matter of deciding to do something and following through. So, decide today what you expect for 2010, and put a plan of action together to make it happen. You know what you need to do, so how about trying to implement for a change.

Happy New Year!

Merry Christmas!

2009-12-23T12:14:00.002-05:00

Merry Christmas from The Training Source, Inc.
Wishing you every happiness this Holiday Season and prosperity in the New Year.

Luke 2:9-12

And an angel of the Lord appeared to them, and the glory of the Lord shone around them, and they were filled with fear. And the angel said to them, "Fear not, for behold, I bring you good news of a great joy that will be for all the people. For unto you is born this day in the city of David a Savior, who is Christ the Lord. And this will be a sign for you: you will find a baby wrapped in swaddling cloths and lying in a manger."

This is What it's All About!

2009-12-23T09:37:00.003-05:00

I received the below unsolicited email after presenting a workshop in Lexington, KY last week.

Frank I just wanted to give you some feedback about your class you held in Lexington @ Ramada inn on Friday 12-18-09. It was the best class I have been too by far! You were able to keep my attention and the remaining class members attention. The information you covered was more helpful to me as a contractor than the usual items other speakers use. You know when I go to a class I want to hear how I can become the best contractor I can? Well you made me feel like I have the tools & knowledge to be successful and that’s more than I have ever received out of any other speaker. I will be back to your class and I’m just like what you said yesterday I can find a cheaper class but I would rather pay a little more & have a good experience & that is what I’m going to give my customers. I will be back in your classes. Thank You!

William Perry - Rimar Electric LLC

Press Release for Customer Care Plus

2009-12-09T09:56:00.001-05:00

NEW “REAL TIME, CUSTOMER FEEDBACK” MANAGEMENT SYSTEM Do you know what your customers like about your business and what they dislike? Do you know how your business compares to other contractors around the country in customer satisfaction? Do you know when one of your customers is unhappy with your service and is about to defect to a competitor? Statistics show that for every complaint received, the average business has another 26 customers with problems, at least six of which are serious. 96% of customers who’ve had a bad service experience don’t report it, and 91% of those unhappy customers don’t come back. So how do you reduce the number of customer leaving your business? A real-time customer satisfaction management program that monitors your customer’s experiences is a must. In today’s world of instant communication and social media, the traditional methods of follow-up post cards are too slow in providing feedback and outbound phone calls have become too intrusive. An automated web based or toll-free phone survey system is the solution.

Customer Care Plus is just such a system and was introduced by the Training Source at the recent Comfortech show, winning the 2009 Showcase Award. The Training Source, a training and consulting company that offers training and business services for contractors has partnered with Mindshare Technologies to develop the first of it’s kind, real-time customer experience measurement system. “Without having to make phone calls, mail out surveys, collect data or rely on technicians to hand out surveys, our system allows a contractor to get immediate feedback on the customers satisfaction with your service or installation”, says Frank Besednjak, President and CEO of The Training Source. According to Besednjak, the program is very similar to the system used in many restaurants and hotels whereby there is an incentive driven response requested from the customer. The customer has an option to go to a website or call a toll-free number and in about three minutes, respond to several questions on their experience with the customer service rep, the technician, contractor or installer. Within seconds, the contractor will have the survey results online. Exceptionally low scoring surveys trigger an alert and an email is sent to the service manager for immediate follow-up with the customers, before they can defect. Customers who have problems and complain or complete a survey are giving you a chance to keep their business. Surveys show that you can win back between 54% and 70% of these unhappy customers by resolving their complaints well and promptly. The contractor has the option of looking at customer data by location, by technician and by specific questions.

“What’s really great about this system is that you’re now able to identify key training areas simply based on the type of responses you get to each question. We even have a question that asks if the service technician explained the benefits of other services and products available to the customer. This allows the manager to know if his people are promoting service plans, or accessories. Once you’ve established some history, you’ll also be able to compare your statistics with the national averages” says Frank Besednjak.

You can see a demonstration of the system by visiting http://www.customercareplus.com/ or calling 1-800-691-0048 to experience the survey over the phone. When prompted, please enter location code 0000 and then technician code 001. To view a sample of the reports that are available, please visit http://www.mshare.net/. At the top right of the screen, click on the customer login button. Enter user name: demo.user@customercareplus.com and the password is: Password. From the landing page, you can visit our tutorials on the left side of the screen that teaches you about the interface and how to generate the different reports. On any report, the magnifying glass on the right expands the survey results on each record and the exclamation point lets you listen to audio recordings or text files of the customers comments. There is data for only one location and three techs in the system. You can filter on tech 001, 002, 003 or all techs combined. The Training Source will also offer options for ongoing consulting and customer service training to ensure that the customer experiences that the contractor provides keep improving.

Besednjak commented: “I have spent over twenty-five years in customer service management and have been totally dedicated to improving the profitability and professionalism of the contracting industry to a level equal above other professionals. We can now determine why we have callbacks, how we answer the phone, if we arrived on time, if the technician was pleasant and friendly and much more. With the Customer Care Plus system, you now have the tools available to make it happen!” For additional information go to http://www.customercareplus.net/ or call Frank Besednjak at 888-538-5383.

Pearl Harbor - story copied from "Think Quest"

2009-12-07T09:23:00.005-05:00

It was December 7, 1941 --- an ordinary Sunday morning in Honolulu, Hawai'i. Just before 8:00 a.m., amidst peace and quiet and without warning, Japanese aircraft filled the skies and attacked Pearl Harbor and other military bases on the island of O'ahu. Thousands of people were killed and the United States plunged into World War II. Why did the Japanese attack Pearl Harbor? Were there warning signs? Why were so many killed?

In the 1930's, Japan was overcrowded and needed more living space for its population of over 60 million people. The world was in an economic depression and Japan's industries were in trouble. They needed natural resources such as steel, oil, and rubber. They also needed farmland to grow food.

To solve Japan's problems, Japanese military extremists agreed that Japan needed to expand and take over countries like China to gain needed resources. In 1931, Japan invaded and conquered Manchuria, a region in northern China. Six years later Japan launched a full scale attack on China. Japan was quickly becoming a great military power and planned to control all of Asia. Although alarmed by this action, neither the United States nor any other nation with interests in the Far East was willing to use military force to stop the Japanese expansion.

War began in Europe two years later. Japan joined Nazi Germany in the Axis Alliance and watched as Nazi armies controlled more of Europe. In Southeast Asia, Japan set its sights on European colonies rich with natural resources. But the United States had an interest in Asia, too, and was not going to let Japan dominate the Pacific.

Japanese leaders believed an oil embargo by the United States was a threat to their nation's security. A decision was made by these leaders to destroy the only force America had to stop the Japanese --- the United States Pacific Fleet at Pearl Harbor.

Admiral Isoroku Yamamoto, commander in chief of the Japanese navy, was in charge of planning the first attack against the United States. He took aircraft, pilots, and ships from the war in China and put them in training for a massive surprise air attack on Pearl Harbor.

On November 26, 1941, over 30 Japanese warships consisting of destroyers, aircraft carriers, cruisers, battleships, numerous supply vessels, and submarines headed for Hawai'i. Yamamoto's plan, to sail his ships through the seldom used route in the North Pacific worked and the mighty Japanese fleet cruised undetected two hundred miles off of Hawaii.

The American military was well aware that a surprise attack on Hawai'i was possible and they thought they were prepared. Army fighters at Wheeler Air Field guarded the sky while bombers at Hickam Field stood ready to strike an enemy fleet long before it could reach attack position. Military leaders believed that the greatest danger was not air attack but saboteurs. To make their aircraft easier to guard, they were parked wing-tip to wing-tip in the middle of the airfield.

On the morning of December 7, 1941, at 6:15 a.m., the first wave of 184 Japanese planes took off from the Japanese aircraft carriers. At 6:30 a.m., the destroyer Ward sighted a submarine in restricted waters off of Pearl Harbor and opened fire. She sank one of the 2-man midget submarines that were part of the Japanese attack force. Ward radioed naval headquarters, "We have attacked, fired upon, and dropped depth charges on a submarine operating in defensive sea area." Minutes later, radar operators on the north coast of the island detected a large flight of incoming planes and notified the information center at Fort Shafter. The officer on duty there assumed that they were the American B-17 bombers due in that day from California. The radar had actually detected the Japanese strike force.

At 7:55 a.m., the code word, "Tora! Tora! Tora!" was shouted over the radio and waves of Japanese fighters and bombers began to swarm over the island --- their main target, Pearl Harbor. One hundred forty-five vessels of all kinds were docked at Pearl Harbor, from small boats to battleships. The Japanese hoped that United States aircraft carriers were also in port at the time of the attack but they weren't --- the carriers Lexington and Enterprise were out at sea delivering aircraft to Wake and Midway Islands. The main targets then became the battleships that were lined up at Ford Island in the middle of Pearl Harbor --- "Battleship Row".

On Monday, December 8, 1941, President Franklin D. Roosevelt called together the nation's senators and congressmen. He asked them to declare war on Japan for an "unprovoken and dastardly attack." Although most Americans felt they should also declare war on Germany and Italy, Roosevelt did not, since there had been no direct attack on the United States by those two nations. The problem was solved, however, when Adolf Hitler of Germany and Benito Mussolini of Italy both declared war on the United States a few days later. Plans were being made to fight a war the United States had not wanted.

My Comments - No one wants war, it is a last resort. With the exception of Viet Nam and recent events, the United States has never gone to war without planning a complete and overwhelming defeat of our enemies. Unfortunately, it seems to me that concept of war recently is not to wipeout and destroy the enemies of the United States, we are much too concerned about the rights of our enemies and whether our actions are acceptable to the opinions of other countries than we are our own military. I served my time in the military, and I know we have the most advanced and powerful military in the world. They are trained and ready to go and defeat the enemies of the United States, they are not trained to "nation build" or be politically correct. Politicians, please don't tie the hands of our military, tell them to get the enemy, and let them do their job.

A Tool That Tells You What Customers Think, Right Now!!

2009-12-03T13:37:00.005-05:00

After years of development, it is finally here! Customer Care Plus, the first and only "Timely" Customer experience measurement system. Showcase Award Winner at Comfortech 2009!

People have a natural reaction to bad news, they don't want to hear it. In fact, most people would prefer it just goes away. So, you are probably asking . . . Frank, why do you offer a product that will give you bad news?
Ever go to a professional baseball game? Think about how many times during that game you looked at the scoreboard, sometimes after every pitch, just to see if it was a ball or strike. Most people want to know if their team is winning, losing, catching up, improving, declining or whatever. We like constant feedback, but we don't like failure. I sincerely believe, those of us whose destiny is to become successful want to know how we are doing, moment by moment if possible. Those whose destiny is to eventually fail, are so concerned about getting caught doing something wrong that they fail to understand the importance of measuring. Plus isn't great to be caught doing something really well also? I want to hear that too!
So what is Customer Care Plus?
Without having to make phone calls, mail out surveys, collect data or have to rely on technicians to hand out surveys, our system allows a contractor to get immediate feedback, sometimes within minutes on how the customer believed the service and or installation experience went with minimal effort or time involved. The manager will now have the tools available immediately to identify key areas in customer service that may need training or attention
Is Customer Care Plus for everyone in contracting? No, in fact I would prefer that if a potential client does not have the will to change or modify the way they do things in response to customer reports, please don't call us, I don't want you to spend money on something that accomplishes nothing.
This program is very similar to the system used in many restaurants and hotels whereby there is an incentive driven response that is requested from the customer. The customer now has an option to go to a website or call a toll free number and in less than three minutes, respond to several questions on how their experience went with the technician, contractor or installer. Within a few seconds, the contractor will have the information available on line.

Want to know more? Go to: http://www.customercareplus.net/ or call 888-538-5383 and ask for Frank.

The REAL First Thanksgiving

2009-11-26T09:57:00.001-05:00

The TRUTH about Thanksgiving - From Geoff Metcalf
And so, as beefy gladiators chase a pigskin down the field in Miami or Detroit, we settle into our living rooms, loosen our belts, wave off a second helping of pie, and remind the little ones this is the day we echo the thanks of the Pilgrims, who gathered in the autumn of 1621 to celebrate the first bountiful harvest in a land of plenty.
That first winter in the New World had been a harsh one, of course. Half the colonists had died. But the survivors were hard-working and tenacious, and - with the aid of a little agricultural expertise graciously on loan from the Wampanoag, the Narragansett, and the Mohegan - were able to thank the Creator for an abundant harvest, that second autumn in a new land.
The only problem with the tale, unfortunately, is that it's not true.
Oh, the part about the Indians graciously showing the new settlers how to raise beans and corn is right enough. But in a November, 1985 article in "The Free Market," monthly publication of the Ludwig von Mises Institute, author and historian Richard J. Marbury pointed out: "This official story is ... a fairy tale, a whitewashed and sanitized collection of half-truths which divert attention away from Thanksgiving's real meaning."
The problem with the official story, Mr. Marbury points out, is that "The harvest of 1621 was not bountiful, nor were the colonists hardworking or tenacious. 1621 was a famine year and many of the colonists were lazy thieves."
In his "History of Plymouth Plantation," the governor of the colony, William Bradford, reported that the colonists went hungry for years because they refused to work in the fields, preferring instead to steal. Bradford recalled for posterity that the colony was riddled with "corruption and discontent." The crops were small because "much was stolen both by night and day, before it became scarce eatable."
Although in the harvest feasts of 1621 and 1622 "all had their hungry bellies filled," that relief was short-lived, and deaths from illness due to malnutrition continued.
Then, Mr. Marbury points out, "something changed." By harvest time, 1623, Gov. Bradford was reporting that "Instead of famine now God gave them plenty, and the face of things was changed, to the rejoicing of the hearts of many, for which they blessed God." Thereafter, the first governor wrote, "Any general want or famine hath not been amongst them since to this day." Why, by 1624, so much food was produced that the colonists actually began (start ital)exporting(end ital) corn.
What on earth had happened?
After the poor harvest of 1622, writes Bradford, "they began to think how they might raise as much corn as they could, and obtain a better crop." And what solution was decided upon? It turned out to be simple enough. In 1623 Gov. Bradford simply "gave each household a parcel of land and told them they could keep what they produced, or trade it away as they saw fit."
What? Wasn't that the American way from the start?
Not at all. The Mayflower Compact had required that "all profits & benefits that are got by trade, working, fishing, or any other means" were to be placed in the common stock of the colony, and that, "all such persons as are of this colony, are to have their meat, drink, apparel, and all provisions out of the common stock."
A person was to put into the common stock all he could, and take out only what he needed - a concept so attractive on its surface that it would be adopted as the equally disastrous ruling philosophy for all of Eastern Europe, some 300 years later.
"This 'from each according to his ability, to each according to his need' was an early form of socialism, and it is why the Pilgrims were starving," Marbury explains.
Gov. Bradford writes that during those terrible first three years "Young men that are most able and fit for labor and service" complained about being forced to "spend their time and strength to work for other men's wives and children." Since "the strong, or man of parts, had no more in division of victuals and clothes, than he that was weak," the strong men simply refused to work, and the amount of food produced was never adequate.
In historian Marbury's words, Gov. Bradford "abolished socialism" in the colony, "replacing it with a free market, and that was the end of famines."
In fact, this lesson had to be learned over and over again in early America. "Many early groups of colonists set up socialist states, all with the same terrible results," Marbury notes. "At Jamestown, established in 1607, out of every shipload of settlers that arrived, less than half would survive their first 12 months in America. Most of the work was being done by only one-fifth of the men, the other four-fifths choosing to be parasites. In the winter of 1609-10, called 'The Starving Time,' the population fell from 500 to 60.
"Then the Jamestown colony was converted to a free market, and the results were every bit as dramatic as those at Plymouth. In 1614, Colony Secretary Ralph Hamor wrote that after the switch there was 'plenty of food, which every man by his own industry may easily and doth procure.' He said that when the socialist system had prevailed, 'we reaped not so much corn from the labors of 30 men as three men have done for themselves now.' "
They say those who ignore history are doomed to repeat it. Sadly this was a lesson the people of Russia had to learn all over again - at the pain of equally devastating starvation and penury - in our own century. By the 1980s, when the discredited and bloodstained rulers of Russia finally threw up their hands and allowed farmers to raise private crops and sell them for profit on a mere 10 percent of their lands, once again more crops were produced on that 10 percent of the land than on the 90 percent devoted to "collective agriculture," the system under which - as the bitter Russian joke would have it - "We pretend to work, and they pretend to pay us."
Yes, America is a bounteous land. But the source of that bounty - and the good fortune for which we annually gather to give thanks - lies not merely in the fertility of the soil or the frequency of the rains - for there is hardly a more fertile breadbasket on the face of the earth than the Soviet Ukraine.
No, the source of our bounty was the discovery made by the Pilgrims in 1623, that when men are allowed to hold their own land as private property, to eat what they raise and keep the profits from any surplus they sell, the entire community becomes one of prosperity and plenty.
Whereas, an economic system which grants the lazy and the shiftless some "right" to prosper off the looted fruits of another man's labor, under the guise of enforced "compassion," will inevitably descend into envy, theft, squalor, and starvation.
Though many would still incrementally impose on us some new variant of the "noble socialist experiment," this is still at heart a free country with a bedrock respect for the sanctity of private property - and a land bounteous precisely because it's free. It's for that we give thanks - the corn and beans and turkey serving as mere symbols of that true and underlying blessing - on the fourth Thursday of each November.
God bless America - land of the free.

Learn to Design, Install and Service HVAC in One Day!

2009-11-22T19:44:00.005-05:00

Last week I received a phone call from a young man who was interested in some of the online training offered thru my website at http://www.hvactraining.com/. He wanted to take a course to learn how to design, install and service HVAC equipment. I asked him if he had any experience, he said he knows how air conditioners work, but he was interested in learning how to design, install and service them. He seemed sincere, so I tried to make sure whatever I recommended that it would meet his needs. I said "Since you understand the refrigeration process, I would recommend you start in electrical fundamentals." In response he said "I don't need to know about refrigeration, I want to learn to design, install and service HVAC." After approximately 25 minutes on the phone with this young man, we came to the conclusion that he did know nothing about HVAC, in fact he did not know what HVAC stood for, he just knew it had to do with Air Conditioning. The design, service and install terms that he kept repeating came from a recent ad that he saw at another training provider online. He did eventually say, thanks, but no thanks because he realized learning how to design, install and service HVAC was going to take more time, money and work than he was willing to invest.

This was not a unique or unusual call. I probably get at least two of these calls per week. The view of the general public is not much different than this. About a month ago, I got an email from a property management company asking if we would provide on site training to teach their maintenance men how to service HVAC equipment. Their goal was to get their maintenance people trained so they could get by without having to pay contractors to perform service for them. I let them know we do not provide classroom or onsite technical classes, but I could refer them to someone if I could get more information. In response the person said, they would like to have a one day class and would be willing to pay up to $750. Once again, here is another example of someone not having a clue in what it really takes to service HVAC. I told them their request was something that would never happen, I eventually called them on the phone and explained why.

Why am I blogging about this? If contractors, technicians, manufacturers and distributors were to do a better job communicating the complexity of their equipment, along with extensive amount of training and experience required to succesfully design, install and service HVAC equipment, we wouldn't have all the price objections that I keep hearing about. Wouldn't it be nice to see a commercial or ad from Carrier, Trane, etc. illustrating how they support their complex products through superior training and support for their dealers? Maybe an emphasis on what it takes to make a home comfort system work properly? Or how about an ad simply saying "Our complex equipment requires extensive knowledge, training and professionalism. That's why we provide the best training and support available for our products.

Call Backs

2009-10-25T14:25:00.002-04:00

I belong to an online group "Serviceroundtable.com" At least once a year the subject of callbacks comes up and I usually see the same type of responses on whether we are giving them enough time, or should we penalize them for callbacks or maybe even not pay them for callbacks and so on. About two years ago I did some consulting work for a fairly large mechanical contractor in the midwest and one of their major issues was callbacks. During my first meeting with all management and supervisors I had them fill out a questionnaire that is part of a needs assessment I require for each consulting job. I do this to identify what the challenges are, and to determine if I can actually help. One of the questions is, "How often do you you spend a day in the field with one of your installers or service technicians and when did this occur last?" I found, during that session, that no one had been on a ride with anyone in over four years.

This is kind of like coaching a football game without being at the game, or even watching it on TV. Yet you plan on counseling the players about their performance a year after the game is over? When I managed a staff of over sixty field technicians, I made it a point that I or one of the other supervisors had to spend at least one half a day with each guy at least twice per year. Each supervisor had to fill out a field evaluation sheet during that ride-along to ensure the technician followed all required protocol on every service visit. If we had someone with a problem or issues, they received more attention. Part of coaching is actually being there and watching and making recommendations. There was a saying that I used to hear about twenty years ago and it was MBWA, Managing By Walking (or Wandering) Around. You can develop your employees skills and your management skills if you watch and consult them while they are performing their day-to-day tasks. Not only based on what you see in some report or what you hear from a third party.

Making the Phone RIng

2009-10-14T12:57:00.005-04:00

One of the most common questions and/or comments I get lately is. "Okay, so how do I get my phone to ring?" We all know that we are talking about getting business, making money etc. I'm feeling it here at The Training Source. People are not spending like they used to and any additional cash that may be sitting around is saved for fear that they may need it to pay bills, taxes, payroll, etc. I am very reluctant to spend anything on a new idea or anything unless it is absolutely necessary. So, I'm going to share some great ideas that I've heard from people I've met or from online groups like Service Roundtable, ACCA meetings and my own workshops.
1. Don't stop advertising, your competitors are cutting back on advertising, so you'll get the business that they will not.
2. Have people standing around? While they are out on service calls, let them go through the neighborhood that they are in and put up doorhangers advertising your current fall/winter tuneup special.
3. Seriously consider flat rate programs and service contracts and/or maintenance agreements. People spend a lot of money on maintenance agreements, you might as well be one of the companies offering them.
4. Now is the time to be focused on excellent customer service and creating great experiences. If you won't do anything special, believe me, there are plenty of your competitors waiting around willing and able to do something just a little bit better than you. I recently heard someone say on one of the motivational CD's I was listening to say "In order to stand out from your compatetion, you must be willing to do what no one else will do."
5. Send thank you cards and /or gifts to all of your customers. a great company who will do it for you is To Your Success (http://www.toyoursuccess.com/) They are great people to work with.
6. Tell every customer that you will give them a $50 dinner gift card for every referral that turns into a sale.
7. Measure everything and tell people how they are doing. People like to know how they perform, we measure everything in sports but almost nothing at work. What's up with that? Let people know how they are doing on a regular basis including how much it costs to keep the on the road every day. I have an easy to use free excel hourly rate calculator on my free tips and tools section on my website. Call me if you need help.
8. Keep a positive attitude! Man, I know that is been tough for me lately, I've gone from the best first half of a year ever to the worst second half of a year ever. Plus some medical problems have caused me a lot of grief. Say a few prayers every day. Yes God is listening, He's here to help. All you have to do is ask.
9. Have people standing around? Try spending some of the time training them and getting them up to speed on what's new. There are plenty of self study programs available on-line. I have a bunch at http://www.hvactraining.com/. Both self study for online training for NATE exam and homestudy material in CDROM, books and DVD at rasonable prices.
10. Have debt problems? As part of the stimulus plan the US government has authorized the small business administration to offer a 0% deferred payment loan that will give you up to $35,000 to help you pay off higher interest loans, credit cards and vendors. Go to http://www.sba.gov/ for additional information. There is a lot of paperwork, but it is worth it.
11. Keep your focus, don't freak out, it's only temporary, don't give up, ask for help. Look at all of the wonderful things you do have! Yes, there is a light at the end of the tunnel and no, it is not a train. Come to my workshop, I'll get you motivated.
Or call me and I'll talk to you over the phone.
God Bless You all!

Looking For a Magical Cure

2009-10-06T23:33:00.000-04:00

A few weeks ago I was fortunate enough to get selected as one of the consultants in the "Consultants Corner" at HVAC Comfortech. Basically, attendees of the conference had an opportunity to sit one-on-one with a consultant of their choice for thirty minutes, free of charge. One of the participants was a man and wife who had been in business for several years and were facing some serious challenges. At the beginning of their session, they asked what my fee would be to come to their place and help them with all of the various challenges facing their business. I answered, "I'll need at least $8000 per day and I'm not sure how long it would take. It could take several weeks" Of course they thought I was crazy. I was trying to make a point. You wouldn't call up a neurosurgeon and ask to schedule brain surgery because you have a headache, and you wouldn't overhaul the engine in your vehicle when all you need is a tune up. Specific problems need specific fixes.

During our thirty minute session I asked them to try and focus on only one specific issue or challenge. They agreed. At the end of the session we not only came up with the most important challenge facing their business, we also determined a strategy to deal with it and an action plan to make sure the solution to the challenge is successful. All in less than thirty minutes.

We are always looking for a big fix, a magical cure for everything. As I told the couple who I was consulting with . . . Sometimes solutions are as simple as breaking things down to their most simplest form and dealing with the specifics rather that generalities. Too many times we fail because we want to take a shotgun approach to a problem or we just fail to address the specific issue at hand for some reason or other.

I'm currently reading a book titled "Six Disciplines, Execution Revolution" by Gary Harpst. He says that the biggest challenge facing business today is the lack of execution. I agree! Basically we all know what we need to do, we just fail to do it. In most cases you already know how to address the issues at hand, sometimes you just need verification from someone. Okay, here is your verification . . . Go ahead, I think it is a great idea!

Remember Ed Freeman

2009-09-29T22:49:00.002-04:00

You're a 19 year old kid.
You're critically wounded and dying in the jungle in the Ia Drang Valley , on 11-14-1965, LZ X-ray , Vietnam . Your infantry unit is outnumbered 8 - 1 and the enemy fire is so intense, from 100 or 200 yards away, that your own Infantry Commander has ordered the MediVac helicopters
to stop coming in.
You're lying there, listening to the enemy machine guns and you know you're not getting out.
Your family is 1/2 way around the world, 12,000 miles away and you'll never see them again.
As the world starts to fade in and out, you know this is the day.
Then - over the machine gun noise - you faintly hear that sound of a helicopter..!!
You look up to see an un-armed Huey!! But.... it doesn't seem real because no Medi-Vac markings are on it.
Ed Freeman is coming for you..!!
He's not Medi-Vac so it's not his job, but he's flying his Huey down into the machine gun fireanyway. Even after the Medi-Vacs were ordered not to come.
He's coming anyway.
And he drops it in and sits there in the machine gun fire, as they load 2 or 3 of you on board..
Then he flies you up and out through the gunfire to the Doctors and Nurses.
And, he kept coming back..!! 13 more times..!!
He took about 30 of you and your buddies out who would never have gotten out.
Medal of Honor Recipient, Ed Freeman, died last Wednesday at the age of 80, in Boise , ID
May God Rest His Soul.
I bet you didn't hear about this hero's passing, but we've sure seen a whole bunch about Michael Jackson!!!

How Accurate is the BBB Rating System?

2009-09-04T19:28:00.014-04:00

I take my dress clothes to the cleaners instead of washing them at home. When I travel and have to meet with clients or have a speaking engagement, I like to be able to just grab some of the clothes already pressed and on hangers and hit the door. So to me I don't mind spending $25 to $40 per week on laundry. I think it is worth it.

So you are wondering where I'm going with this . . .
Well, I'm a member of Service Roundtable, it is the worlds largest private contractor group, I do recommend membership, go here for more information. In the last few days on the Service Roundtable forum, I've been reading comments both good and bad about the Better Business Bureau rating system. I wanted to post my opinion on the forum itself, but decided not to because I know I would have made some people upset. . . So I'll post it here. The timing is interesting because recently I decided to try a new dry cleaner since I have been using the same one for six years, and I have a 50% off coupon for a competitor who is even closer to my office, almost within walking distance.

When I entered the cleaners, where I've never been to before, the person greeting me did not smile, nor welcome me in any positive way, She just said, "What do you have?" I showed her and she started sorting them and said; "That'll be $12.50 after the coupon" I asked, do I have to pay now? She said "Yes, payment has to be made when you drop off". Okay, this is different, guess it doesn't really matter.

Several days later I go to pick up my laundry. Everything was cleaned and pressed except my shirts seemed to have some wrinkles pressed and starched into them, I questioned this when I looked at them upon pickup. The girl at the counter agreed that indeed was the case and offered no solution. (my regular cleaner would take the shirt back and make it right for free) I also noticed a button missing on one of the shirts. I asked if they replaced buttons she said sure, it will be 3-6 days and at an additional cost. (My regular cleaner replaces buttons free), I decided to just take everything and never go back there and stick with the people I trust, even though they are more expensive.

Just out of curiosity I decided to look up dry cleaners on the Better Business Bureau website in Louisville and just see what they say about the dry cleaners I just did business with. They were rated an "F" due to an unresolved complaint. I checked on the cleaners I regularly use and they were rated an "A". Although the system that the BBB uses is not 100% perfect, based on my small, and unscientific example, it seems right on.

There was a contractor on Service Roundtable venting his frustration with the BBB because he has an "F" rating due to an unresolved complaint. He claimed that he did resolve the problem after the consumer took the issue to the government licensing board and it was resolved there, and that having to report the resolution or issue to the BBB was unnecessary. He felt he was being treated unfairly. I've run several different service businesses and had to deal with thousands of customers and never had a complaint or issue elevated to the BBB. I have to assume this contractor does not take customer compaints and problems very seriously since he has complaints elevated to the point where he may lose his license.

In my world, how can a business person get a complaint from a customer and go to bed at night thinking they will just go away. Plus if you have someone contact you from the Better Business Bureau, how do you just ignore it? I was at the post office a few weeks ago and was sorting through my mail standing next to a very unkept, dirty looking guy in bib overalls. He was sorting his mail also. I happened to have a letter from the BBB and the guy next to me noticed and said. "Yeah, I've got those (while pointing at the letter), you just can't make people happy anymore." I just smiled and grabbed my things and left.

Oh the BBB letter? It was an invitation to a golf scramble.

Rambling about Customer Care Plus

2009-09-03T22:03:00.005-04:00

Okay, so here it is. I've been working with my good friend and partner Mark Schmidt on Customer Care Plus for over a year and it is now available. Funny, I don't hear any music or cheering, not even any phones ringing with people asking to sign up. Nothing. Did I expect anything different? Of course not, something like this takes time, and we actually have to get potential clients to admit they may be doing things wrong before they spend money to find out what they actually are doing wrong.

People have a natural reaction to bad news, they don't want to hear it. In fact, most people would prefer it just goes away. So, you are probably asking . . . Frank, why do you offer a product that will give you bad news?

Ever go to a professional baseball game? Think about how many times during that game you looked at the scoreboard, sometimes after every pitch, just to see if it was a ball or strike. Most people want to know if their team is winning, losing, catching up, improving, declining or whatever. We like constant feedback, but we don't like failure. I sincerely believe, those of us whose destiny is to become successful want to know how we are doing, moment by moment if possible. Those whose destiny is to eventually fail, are so concerned about getting caught doing something wrong that they fail to understand the importance of measuring. Plus isn't great to be caught doing something really well also? I want to hear that too!

Is Customer Care Plus for everyone in contracting? No, in fact I would prefer that if a potential client does not have the will to change or modify the way they do things in response to customer reports, please don't call us, I don't want you to spend money on something that accomplishes nothing.

Want to know more? Click Here!

2009-08-20T20:41:00.011-04:00

Ever had a computer crash? I'm not talking about the extra PC that is stuck in the basement, the one your kids use that is slow as syrup because of all the viruses and spyware running on it. I'm talking about the PC that has all of your customer data, all your finances, all of your business records, all of your business software. Well, it happened to me last week. It got real slow and I was told my processor fan went out causing it to overheat and fail. Fortunately, I had all of the data backed up. Unfortunately all of the software has to be reloaded for the data to become usable. If you've ever been through this, you will understand what I went through. Had to reload drivers for the two printers, set up the network again, reload Quickbooks, which is still telling me that I have a new version that is not compatible with the older version(??????) Well, it works. My printer is printing everything so it looks all smashed on left side of the page. I only have 25 days left to register my MS Office 2003(?????). My other PC's do not recognize this one, but this one recognizes them. My office is a mess and there is stuff all over the place. My CPA is asking for a copy of Quickbooks and it will not let me make a disk for him. My customers have been calling asking for things I can't find and I can't seem to balance my checking.

The guy who designed and built my new PC told me all I need to do is reload the software, No big deal, may take only an hour or two.

Hmmmm . . . . Think I'll go drink beer and watch WWE wrestling.

Hey some interesting news! Scientist have found that Mars' temperatures have been changing in a very similar way as planet earth. I guess all the pollution we are creating here on earth has been so bad that it is causing a problem on other planets now. Remember, we need to limit our breathing to avoid the spread of the deadly gas, carbon dioxide, so try not to overdo it. So what happened to global warming, or is it now called climate change or maybe it is it global cooling now? I have such a problem keeping up with all of the latest trends.

Have a fabulous day!

Constant Contact

2009-07-30T16:21:00.005-04:00

I sent out a newsletter via email yesterday to all who were kind enough to give me their email over the last few years. I used a company called "Constant Contact", I was very, very impressed with how easy it was and am wondering why I haven't done it earlier. You could find them at http://www.constantcontact.com/.

If you are interested in subscribing to my newsletter please email me at trainingzoom@bellsouth.net

Join Me in Las Vegas

2009-07-25T06:48:00.004-04:00

As we do every year, I'll be presenting an updated version of my High Performance Workshop in Las Vegas on Thursday, November 12. Based on the feedback I've received from previous workshops, this program has been updated to include more marketing tips to get your phone to ring. The regular price for this workshop is $350 if you mention this blog, I will give you a $100 discount. Call 888-538-5383 to sign up or go to my website and sign up there.

Not only will you leave with valuable information to help you succeed, this program also offers continuing education credits for NATE, States of Texas, Ohio, Kentucky, Alabama, Georgia and certain counties in Indiana. Call us for more information.

Real Professionals Unite!

2009-07-24T19:53:00.001-04:00

As a group, at least until just recently, contractors, installers, technicians have done a poor job in marketing their value, skills and importance in installing and maintaining mechanical systems for homes and businesses on a national level.

Unfortunately there are way too many Joe Buttcracks out there willing to sell and install anything just to make a couple of bucks. These same customers would not dare call around to different unlicensed, and unprofessional doctors for the best price on a medical procedure. Nor would they expect a kid who slings burgers to prepare them a steak like they may get at Chris Ruths Steakhouse. Yet they would do that exact thing for their comfort systems. Unfortunately manufacturers' have done virtually nothing in this regard and it seems selling boxes is the main objective.

As a former technician, service manager and now consultant and business owner, I've learned that sometimes no matter how tough things may be, we as a group must walk away from business that we know will do nothing but hurt the overall professionalism of your organization. As long as the real pro's avoid these people and refuse to do work for them, customers will soon realize the importance of hiring and paying the right price for professionals.

Keep in mind we are not selling boxes, we are offering great experiences. Similar to the pyramid in Malsow's Heicharchy of Needs, (look it up on Google) there is a similar pyramid of needs for customers in our business. I call it the Customer Satisfaction Pyramid. (I created it) At the bottom of the pyramid is Value Reliability and Trust. These are essential in any business. The next level is Timeliness, Knowledge and Responsibility. You could stop right there and meet the needs of most consumers and they will not complain and generally be happy. Some budget shoppers are happy at level one. I'd rather not do business with them and they can't afford me anyway.

Now the professionals and successful companies of the future go a step or two further. The next two levels of Customer Satisfaction are more emotional while the first two are logical. Level three is Caring, Concerned and Helpful. Level four is Enjoyable, Memorable and Special. If you reach this point, you have a customer for life. These people will continue generating business for you, for years to come.

Focus on getting customers for life, not customers to create work for today. This same attitude must be displayed by everyone in your organization or it won't work. Use the tools and ideas brought forth here and from my fellow consultants, they know what they are talking about, listen to them. See you at Comfortech!

Coming Soon! Customer Care Plus

2009-07-22T21:04:00.003-04:00

I will be one of the consultants in the "Consultants Corner" at HVAC Comfortech in Nashville. for more information got to http://www.hvaccomfortech.com/

While there, stop by booth 1133 where we will be introducing our latest and best business tool, Customer Care Plus. Customer Care Plus is the first "real time" customer feedback system available to contractors. No more waiting for postcards, monthly reports or having to call customers and hope they are not annoyed. Just get on-line and see what they said and what happened today.

Also, I put together a powerpoint that just gets you thinking about why customer service is important. You may download it at http://www.frankpresents.com/Dot_page.asp?Dotid=55 go to the bottom of the page and click on "Creating Great Customer Experiences".

Enjoy your summer and see you at Comfortech!

In Case You Forgot What Independence Day Is

2009-07-04T08:07:00.001-04:00

IN CONGRESS, JULY 4, 1776
The unanimous Declaration of the thirteen united States of America
hen in the Course of human events it becomes necessary for one people to dissolve the political bands which have connected them with another and to assume among the powers of the earth, the separate and equal station to which the Laws of Nature and of Nature's God entitle them, a decent respect to the opinions of mankind requires that they should declare the causes which impel them to the separation.
We hold these truths to be self-evident, that all men are created equal, that they are endowed by their Creator with certain unalienable Rights, that among these are Life, Liberty and the pursuit of Happiness. — That to secure these rights, Governments are instituted among Men, deriving their just powers from the consent of the governed, — That whenever any Form of Government becomes destructive of these ends, it is the Right of the People to alter or to abolish it, and to institute new Government, laying its foundation on such principles and organizing its powers in such form, as to them shall seem most likely to effect their Safety and Happiness. Prudence, indeed, will dictate that Governments long established should not be changed for light and transient causes; and accordingly all experience hath shewn that mankind are more disposed to suffer, while evils are sufferable than to right themselves by abolishing the forms to which they are accustomed. But when a long train of abuses and usurpations, pursuing invariably the same Object evinces a design to reduce them under absolute Despotism, it is their right, it is their duty, to throw off such Government, and to provide new Guards for their future security. — Such has been the patient sufferance of these Colonies; and such is now the necessity which constrains them to alter their former Systems of Government. The history of the present King of Great Britain is a history of repeated injuries and usurpations, all having in direct object the establishment of an absolute Tyranny over these States. To prove this, let Facts be submitted to a candid world.
He has refused his Assent to Laws, the most wholesome and necessary for the public good.
He has forbidden his Governors to pass Laws of immediate and pressing importance, unless suspended in their operation till his Assent should be obtained; and when so suspended, he has utterly neglected to attend to them.
He has refused to pass other Laws for the accommodation of large districts of people, unless those people would relinquish the right of Representation in the Legislature, a right inestimable to them and formidable to tyrants only.
He has called together legislative bodies at places unusual, uncomfortable, and distant from the depository of their Public Records, for the sole purpose of fatiguing them into compliance with his measures.
He has dissolved Representative Houses repeatedly, for opposing with manly firmness his invasions on the rights of the people.
He has refused for a long time, after such dissolutions, to cause others to be elected, whereby the Legislative Powers, incapable of Annihilation, have returned to the People at large for their exercise; the State remaining in the mean time exposed to all the dangers of invasion from without, and convulsions within.
He has endeavoured to prevent the population of these States; for that purpose obstructing the Laws for Naturalization of Foreigners; refusing to pass others to encourage their migrations hither, and raising the conditions of new Appropriations of Lands.
He has obstructed the Administration of Justice by refusing his Assent to Laws for establishing Judiciary Powers.
He has made Judges dependent on his Will alone for the tenure of their offices, and the amount and payment of their salaries.
He has erected a multitude of New Offices, and sent hither swarms of Officers to harass our people and eat out their substance.
He has kept among us, in times of peace, Standing Armies without the Consent of our legislatures.
He has affected to render the Military independent of and superior to the Civil Power.
He has combined with others to subject us to a jurisdiction foreign to our constitution, and unacknowledged by our laws; giving his Assent to their Acts of pretended Legislation:
For quartering large bodies of armed troops among us:
For protecting them, by a mock Trial from punishment for any Murders which they should commit on the Inhabitants of these States:
For cutting off our Trade with all parts of the world:
For imposing Taxes on us without our Consent:
For depriving us in many cases, of the benefit of Trial by Jury:
For transporting us beyond Seas to be tried for pretended offences:
For abolishing the free System of English Laws in a neighbouring Province, establishing therein an Arbitrary government, and enlarging its Boundaries so as to render it at once an example and fit instrument for introducing the same absolute rule into these Colonies
For taking away our Charters, abolishing our most valuable Laws and altering fundamentally the Forms of our Governments:
For suspending our own Legislatures, and declaring themselves invested with power to legislate for us in all cases whatsoever.
He has abdicated Government here, by declaring us out of his Protection and waging War against us.
He has plundered our seas, ravaged our coasts, burnt our towns, and destroyed the lives of our people.
He is at this time transporting large Armies of foreign Mercenaries to compleat the works of death, desolation, and tyranny, already begun with circumstances of Cruelty & Perfidy scarcely paralleled in the most barbarous ages, and totally unworthy the Head of a civilized nation.
He has constrained our fellow Citizens taken Captive on the high Seas to bear Arms against their Country, to become the executioners of their friends and Brethren, or to fall themselves by their Hands.
He has excited domestic insurrections amongst us, and has endeavoured to bring on the inhabitants of our frontiers, the merciless Indian Savages whose known rule of warfare, is an undistinguished destruction of all ages, sexes and conditions.
In every stage of these Oppressions We have Petitioned for Redress in the most humble terms: Our repeated Petitions have been answered only by repeated injury. A Prince, whose character is thus marked by every act which may define a Tyrant, is unfit to be the ruler of a free people.
Nor have We been wanting in attentions to our British brethren. We have warned them from time to time of attempts by their legislature to extend an unwarrantable jurisdiction over us. We have reminded them of the circumstances of our emigration and settlement here. We have appealed to their native justice and magnanimity, and we have conjured them by the ties of our common kindred to disavow these usurpations, which would inevitably interrupt our connections and correspondence. They too have been deaf to the voice of justice and of consanguinity. We must, therefore, acquiesce in the necessity, which denounces our Separation, and hold them, as we hold the rest of mankind, Enemies in War, in Peace Friends.
We, therefore, the Representatives of the united States of America, in General Congress, Assembled, appealing to the Supreme Judge of the world for the rectitude of our intentions, do, in the Name, and by Authority of the good People of these Colonies, solemnly publish and declare, That these united Colonies are, and of Right ought to be Free and Independent States, that they are Absolved from all Allegiance to the British Crown, and that all political connection between them and the State of Great Britain, is and ought to be totally dissolved; and that as Free and Independent States, they have full Power to levy War, conclude Peace, contract Alliances, establish Commerce, and to do all other Acts and Things which Independent States may of right do. — And for the support of this Declaration, with a firm reliance on the protection of Divine Providence, we mutually pledge to each other our Lives, our Fortunes, and our sacred Honor.
— John Hancock
New Hampshire:Josiah Bartlett, William Whipple, Matthew Thornton
Massachusetts:John Hancock, Samuel Adams, John Adams, Robert Treat Paine, Elbridge Gerry
Rhode Island:Stephen Hopkins, William Ellery
Connecticut:Roger Sherman, Samuel Huntington, William Williams, Oliver Wolcott
New York:William Floyd, Philip Livingston, Francis Lewis, Lewis Morris
New Jersey:Richard Stockton, John Witherspoon, Francis Hopkinson, John Hart, Abraham Clark
Pennsylvania:Robert Morris, Benjamin Rush, Benjamin Franklin, John Morton, George Clymer, James Smith, George Taylor, James Wilson, George Ross
Delaware:Caesar Rodney, George Read, Thomas McKean
Maryland:Samuel Chase, William Paca, Thomas Stone, Charles Carroll of Carrollton
Virginia:George Wythe, Richard Henry Lee, Thomas Jefferson, Benjamin Harrison, Thomas Nelson, Jr., Francis Lightfoot Lee, Carter Braxton
North Carolina:William Hooper, Joseph Hewes, John Penn
South Carolina:Edward Rutledge, Thomas Heyward, Jr., Thomas Lynch, Jr., Arthur Middleton
Georgia:Button Gwinnett, Lyman Hall, George Walton

The Customer Experience

2009-06-28T07:12:00.003-04:00

During my High Performance Contracting Workshop I spend approximately three hours discussing the "Customer Experience" and "Creating Loyal Customer Relationships". The best way I can illustrate "The Experience" is by the following example:

Imagine you're sitting at home and getting hungry. You realize you have several options . . . You could go into your kitchen and throw a hot dog in to the microwave, you could make a sandwich, maybe eat some fruit, either one of these will probably meet your needs. You also have the option of getting into your vehicle and driving to the local fast food drive-thru or, you could take a bit of time, get dressed up see if you could get a seat at your favorite restaurant. Why you may even decide to go out and eat in luxury at the most expensive restaurant in town.

Any choice you make will satisfy your fundamental basic need to eat. So what point am I trying to make you ask? Well, the only difference between any of these choices is the fact that each experience of eating will be different from the others. Also, the price you pay for each will be very different. Your cost for eating may be anywhere from three dollars to one hundred and fifty dollars. It is all in what type of experience you want to have.

Many contractors and technicians fail to understand this fundamental fact. Customers will base the value of what you did, not on whether something works or does what it is supposed to do alone, But on the entire experience, from the moment you answer the phone, to the point when they write a check for your services. Everything you do in between will determine whether or not you meet or exceed their anticipated satisfaction level.

More to come on this subject later.

Louisville June 24th Workshops Rocks!

2009-06-25T20:52:00.003-04:00

Ninety people attended our increasingly popular workshop on June 24th, 2009 in Louisville, Kentucky. Thank you to all of you for the great turnout. We had to set up three projectors and screens, a great sound system, fantastic picnic lunch and a great program that was definitely a great investment of time for everyone who attended!

Booth 1133 at Comfortech in September

2009-06-25T20:37:00.005-04:00

Clients, Fans and Potential Customers for life!
I will have a booth at this years Comfortech. Please come by to see me and some exciting new products that will change the way we do business! Visit Our Booth At HVAC Comfortech 2009!

Click below to register or to find out more about the show.

June 19th Workshop Great Success!

2009-06-21T09:00:00.004-04:00

We had a great turnout with a total of 65 attendees in our High Performance Workshop at the Holiday Inn, Cincinnati Airport on June 19, 2009. Some of the comments on the evaluations included the following: "This is my first time attending one of your classes, thank you for some great information" - "Frank, you are the best" - "I though it was going to be another sales pitch for a product or service, I was wrong! Thanks for helping me realize what I need to do in my business!" - "Please call me, I need you to come to my company and speak to my partners and employees" .

I believe a had one of the best audiences in a long time, a lot of great ideas, excellent comments and recommendations. For all of you who attended, a big Thank You for a very informative and interactive workshop. I do appreciate your business and comments very much!

Experiential Marketing

2009-06-18T21:24:00.003-04:00

Heard a new term today . . . Experiential Marketing. Well it is not the first time I heard it, I guess I never really knew what it was, until today. Although I have been preaching it for over a year now, I didn't know that it was the latest thing in marketing. So what is it, you ask. It is the process or method you use to market your product or service that focuses on what the customer will experience when they do business with you. For example: If you are hungry, you have the choice of either; a. eating at home, b. eating fast food or c. eating at a nice restaurant. You will meet your objective with either choice, but the experience you encounter with each will be different, along with the price you pay.

When I speak about customer service, I focus on the experience. What do you do in your business to make your interaction with your customer a positive and enjoyable experience?

Las Vegas , , ,

2009-06-11T08:45:00.002-04:00

Just flew in yesterday afternoon on a Southwest Airlines flight. Seemed like eternity, the longest flight of my life. I had to put up with a group of approximately 10 people who had never flown before, and from what I heard and experienced, have never been in a public place before either. I'm not going to bore you with all of the nitty-gritty, but just for an example, one of the first things said from the loudest of the group was "These fu----- airplanes sure are a lot smaller that what you see in the movies!" so that kind of set the pace for the entire five-hour flight. So I sat there, with this group directly behind me, clenching my teeth and sitting quietly. Of course I did find some peace in the fantasy I had of getting up, turning around and beating this man with a baseball bat until he could no longer speak.

Once we landed, all I wanted to do was eat and take a nap. After checking in at Mandalay Bay, I did just that. Although I only expected to nap for an hour or so . . . I woke up realizing I had just napped for 6 hours. So I was awake and ready to go at 2AM, Las Vegas time. Walked around the casino, had a coffee and Baileys, watched all the guys trying to pick up women, and so on for an hour or so. Now I'm back in the room, getting ready for another nap.

I'll set my alarm this time.

It's Time To Give Thanks!

2009-06-07T18:47:00.004-04:00

I want to thank all of my customers for making this the best year ever. The second half of last year was looking very gloomy for my company. . . Sales were down, barely being able to pay the bills, I was getting more and more depressed, avoiding answering the phone (bill collectors), you know the drill.

I believe I just got sucked in to the doom and gloom that we kept hearing and reading about in the media, gas prices were crazy, the real estate market was crashing and it just lead into an unbelievable depressed feeling amongst everyone. So who in their right mind was going to spend money unless it was absolutely necessary? Well. not me, I didn't even spend it on advertising.

After some prayer, asking my Lord for help, it suddenly came to me. I was in control of my destiny and I had the freedom to due whatever I need to do, and if it was meant to be . . . It would be.

So, I of course listened to myself, yes the same things I speak about in my workshops, (somehow, I did not hear it last year, Imagine that!) You loyal clients know what it is . . .

1. Begin with the end

2. Stay focused on your objectives

3. Choose your destination

4. Create a path to your destination

5. Do the tough things first

6. Always do what's right

I added a new one . . .
Do it so well that they will come back and bring their friends - Walt Disney

Well . . . .I came back to reality in January and decided to practice what I preached. So here I am, moving forward again . . . But without you folks, my loyal fans and clients . . . it couldn't happen.

Thank You!

Problems! Sorry!

2009-06-04T19:36:00.002-04:00

Just found out that many folks have been trying to register for workshops on-line and could not do so because of technical difficulties. Sorry! We are working on it and hope to have it corrected and working properly by end of day June 5th.

In the meanwhile if you want to register call us at 888-538-5383 and tell one of the pleasant phone reps what date and location you want to go to or . . . Fax us at 502-762-0067. Or. . . . email us at trainingzoom@bellsouth.net.

Sorry for the inconvenience!

Frank

Coming Soon! We Keep Getting Better!

2009-06-04T19:19:00.003-04:00

Thought I would give you, my clients and friends, a few hints on what's coming soon from The Training Source.

1. Customer Care Plus - A new and much better method to measure customer experiences.

2. More On-line training - Yes we plan on expanding our offerings to include many more online offerings including the following: NATE training, CFC Certification, Learn HVAC Online, NEC Updates, OSHA, ASHRAE, RSES plus much more. Check back every week or so and watch us grow.

3. Yes, we plan on taking a tour through Texas next fall and winter with our workshop.

4. Florida continuing education workshops planned for locations in the panhandle this fall and winter also!

Check out the video on this link . . .

2009-05-26T08:26:00.000-04:00

http://www.bornagainamerican.org/index.html

Remember Those Who Made The Ultimate Sacrifice!

2009-05-24T12:09:00.003-04:00

Belterra Casino Resort & Spa Workshop

2009-05-24T11:43:00.005-04:00

We had a great turnout for our Belterra class. Eighty plus attendees and what a great crowd! To all of you who participated, thanks again for attending, thanks for some great input and for sharing your ideas with each other.

For those who are planning to attend my upcoming Las Vegas High performance Contracting Workshop, doesn't look like we will have a big turnout . . . so far I have about a dozen attendees, This is an excellent opportunity to get some one on one personal help and consulting with Frank. . . . To make you as comfortable as possible, this will not be your typical meeting room experience. We plan on renting out a luxury penthouse suite at the Mandalay Bay so we can not only get some great information, but lavish in the comfort and pleasures of what Las Vegas has to offer. Typically the suite includes several flat screen monitors, a great sound system, very comfortable and spacious seating and all the refreshments you need to make sure this workshop is a great success! I look forward to it. Feel free to call me if you would like additional information!

It's an upside down world

2009-05-19T20:22:00.004-04:00

If you were to go back in history you would find that entertainers were simply people that could not do anything productive or beneficial for society, so they had to resort to doing things like dancing, singing and making people laugh. In some cases the entertainers would be killed if they did not perform well enough to make their audience happy.

I'm sitting here watching American Idol, observing the audience screaming, the judges giving their praises while someone who was fortunate enough to be born with great singing talents will soon be lavished with adoration, goods and wealth.

On the other hand, you may have a business owner, who spent many years risking everything he or she owns to seek a dream of becoming successful and possibly wealthy. Just as the American Idol, this business owner had a hope to do well and find the opportunity and venue to be able to reach their goal. Unfortunately in the recent environment, people who are in the business world are looked upon, not as hard working people searching a dream, but as greedy corporate big business who is out to destroy society and take advantage of others.

GM will soon become a part of the US government. Who could have ever imagined that! I'm sure that the government will do a phenomenal job running it and using the assets of GM just as it does with everything else it gets its hands on, including all the taxes you and I pay.

Ohio Trip Next Week / Yard Work

2009-05-15T21:09:00.000-04:00

Don't miss the opportunity to sign up for the High Performance Contracting 2009 class in Cleveland, Columbus and Wilmington, Ohio next week! Rave reviews!

I have to remember to stop and buy some fireworks for July 4th. We usually have a big party at my place. A great event and we always hope we don't set one of my neighbors homes on fire or hurt anyone.

Worked in my yard this evening until it started storming. Now my yard looks like someone trimmed half of the shrubs and left a big mess. Hope I have some nice weather this weekend to finish. I hate having a screwed up looking yard.

New Projects & New Schedule

2009-05-14T15:43:00.000-04:00

I've been working on my new, soon to be released, Customer Care Plus Program. This program will change the way contractors do business in the future with an increased focus on customer service, customer communication and the customer experience. I sincerely believe those organizations that focus on the customer experience will be the ones who are the leaders of the future. More to come soon!

By the way, my calendar is updated with new scheduled dates and locations. Check it out by clicking on my photo on the right!

My first Blog

2009-05-11T15:23:00.000-04:00

Well, sitting in the office catching up on piles of paperwork and still annoyed over Joan Rivers winning The Celebrity Apprentice. I think she turned me off when she started ranting and whining on and on about the same things non-stop. Kind of reminded me of the employee who blames everyone else for every issue, problem or challenge they face. Just received digital photos of the ultrasound of my 4th grandchild who is due this fall. Still can't believe I'm a grandpa . . . 4 times!