Jim is president of BBA Consulting Group Inc., a management consulting and training firm dedicated to helping technical service firms leverage the untapped potential in their business-development efforts.
Three Cheers for Customer Service
Good customer service, while once the basis of competitive advantage, has become increasingly a necessary condition for doing business — particularly within mature industries such as HVACR.
Exceptional Service Doesn’t Start on the Front Line
As managers and leaders, you’re responsible for the actions of your employees and you have an obligation to ensure they’re equipped to successfully deliver upon it.
Give Your Bedside Manner a Check-Up
Companies with a positive bedside manner create a positive customer experience. Here are four steps to creating such a manner.
7 Steps To Instilling Business Development in Service Techs
Field service technicians are on of the greatest business-development resources of any commercial service company. Some firms have trained their technicians on selling, but most service managers I know agree techs could do more to boost their business-development efforts.