Written by EGIA Contractor University’s World-Class Faculty
Roosevelt’s Rough Riding Leadership
Teddy Roosevelt was a force of nature, larger than life in all he did. He had no equal, he was peerless. Some say, one of the 20th century’s great leaders. How could TR's admirable qualities improve your leadership skills?
In a service-based business model, to get the results you want for your business, you must deliver the results, outcomes and experiences customers want for their lives. The better the delivered outcome or experience, the more people will pay, and the better the company will perform.
Jeffrey Gitomer said it best, “No one likes to be sold to but everyone loves to buy.” He’s right. So why do we continually treat homeowners like they just walked onto a used car lot and we need to make quota this month? Stop selling. Your customers today are educated, smart and like to make decisions for themselves, yet we just keep trying to tell them what to do. And they do not like it.
The most successful, profitable, longest-standing, customer-oriented, best-reviewed, and highest-rated residential HVAC companies have a bunch of service agreement customers. This committed captive audience yields guaranteed maintenance (and repair) visits along with the potential of ancillary product and service purchases and future replacement equipment sales.
Change Others’ Behavior By Changing Your Behavior Toward Them
By Mark Matteson
A turning point in my life came in 1982, at age 25. I purchased a paperback copy of “How to Win Friends and Influence People” and kept it in my service truck. I used to read it at lunch. It inspired me to begin listening to audio cassettes -- books on tape. I quit listening to my extensive rhythm and blues collection, gave up the front page of the newspaper and began keeping a journal. I turned into a sponge.