On Point

Our guide to your growth.

How to Kick Ass on the Phone

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.

July 17, 2018

Business Operations

7 Ways to Strengthen Communication with Techs in the Field

Communication is the core of business success. Here are 7 simple ways to improve communication between dispatchers and technicians that every business owner needs to start trying TODAY.

July 10, 2018

Recruitment & Retention

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

It’s summer, 95 degrees outside, and you are booked over capacity. So how do you fit in another job? Organize your scheduling, define your pricing strategy, and develop a compensation strategy. Learn how to book another job once your schedule is full.

June 26, 2018

Customer Delight

You’re A Hero - Leave Room to Save the Day

Companies are able to grow when their customers are delighted. Being able to be the hero to your customer on the most stressful day of their week or month can be revolutionary for your business.

May 16, 2018

Customer Delight

Don’t Depend on One Person to Get the Job Done: Document Business Processes

Documenting your business is really about changing your company's approach to getting better. You'll know you're doing it right when your staff asks to share your docs where they make an impact.

May 15, 2018

Business Operations

3 Things You Can Do Right Now to Run a Better Service Business

My business partners and I have started and grown several service-based businesses over the last 20 years and here are three practical things you can do right now to make your life less stressful and your business more productive.

May 14, 2018

Business Operations

Building a Business & Revenue on Relationships

"It's been six months since we installed your furnace. Are you happy with it? Also, I remember seeing some stains from standing water. I know someone who could help. What do you think?"

May 11, 2018

Business Operations

Discounts Can Build Trust with Your Team and Your Customers

Now that you’ve got your own contracting business, you’re free to give discounts to customers at your own discretion. Discounts make a big, fast impression. But do you let your employees give discounts?

May 10, 2018

Customer Delight

Better Than Perfect: How to Correct Business Mistakes

Companies are still run by people just like you and me. If there’s one absolute certainty in our lives it’s that we will, whether real or manufactured by a customer, make a mistake at some point.

May 9, 2018

Business Operations

Three Ways to Have Better Conversations, Especially with Difficult Customers

Remember how excited you were the day before you opened your doors for business? The future was uncertain, but full of untapped opportunity. You couldn't wait to get started serving all those new clients. When it comes to business and new clients, you have to take the good with the bad, and the bad means working with difficult customers.

May 6, 2018

Business Operations

Ask For The Sale, It’s Why You’re There

There are a lot of qualities that make a great salesperson. A competitive drive is essential, but so is a level of empathy to understand how a potential customer feels.

May 3, 2018

Business Operations

How To Grow Customer Relationship, So You Can Grow Your Business

Reaching out to a customer after a job to thank them for the opportunity is more than just good manners – it's a way to build a relationship. Demonstrating to a customer that you listen is one of the key ways you'll earn their respect, trust, and ultimately their long-term business.

May 1, 2018

Customer Delight

4 Ways to Strengthen Your Service And Make Your Team Superior

There was a trend on social media where people would post a collection of 10 things that require zero talent that can make you better. You may have seen these lists before; the message behind these lists is that anyone can make a tremendous difference in the success of their life and their profession. This has led me to reflect back to when I was a HVAC service technician.

April 29, 2018

Recruitment & Retention

Hear "Yes" More and Sell More With Options

In order to feel good about a purchase, customers need to be in control of the decision. Hard pressure tactics leave customers feeling buyer's remorse almost immediately because they feel like they've been put in a weakened position.

April 19, 2018

Business Operations

5 Free Ways to Start Marketing Your Field Service Business Online

Before jumping on board and hiring a pricey agency or digital marketer to join your team, there are plenty of things you can do for free that can significantly increase the amount of internet traffic coming to your site. Plus, by making these changes, you can positively build relationships with present and future customers.

April 16, 2018

Business Operations

How Can a Discount Make You More Money?

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.

April 15, 2018

Business Operations

Create More Valuable Club Memberships

A couple of weeks back I talked about how to properly charge for a service fee. This week I want to use a lot of the same principles but this time talk about the ever-important maintenance club memberships most contractors offer.

April 14, 2018

Business Operations

Be Wary of Employees Who Won’t Take Vacation

When you own a small service business, it's tempting to look on employee vacations as a necessary evil. After all, when your income is from employees getting paid for doing work, every vacation day represents lost revenue.

April 12, 2018

Recruitment & Retention

Insight into What Younger “Millennial” Workers Look For In a Job

Let’s look at how technology can help you attract and retain new and younger “millennial” technicians to your home services business.

April 10, 2018

Recruitment & Retention

Do You Know Your Customer? 5 Ways You Can Get to Know Them Better

In the field service industry, techs are in a unique position to get to know the customer better than many other professionals because of how close-to-home (literally) the work they perform is. While this has its pros, there are also a lot of cons to working so closely with customers, one being the heightened expectations they have.

April 9, 2018

Customer Delight

Ready to Grow? Your Distributor Might Be Able To Help!

Have you you thought of using your distributor as a way to grow your business? Because when you think about it, your distributor wants your business to succeed as much as you do; if you are getting paid faster and turning more jobs, you’ll be buying more. They win too!

April 6, 2018

Business Operations

How to Strengthen Relationships and Grow Your Business with Club Memberships

Club Memberships are an upcoming strategy I’m seeing many many home service businesses implementing.

April 2, 2018

Business Operations

Getting Ready for the Summer Busy Season

Summertime the “busy season” for many field service companies. Landscapers take care of lawns, roofers capitalize on nice weather, HVAC techs install new air conditioners, and more! Preparing for the extra business is difficult. Any inefficiencies in your off-season will be accentuated and can cost a company potential business and revenue!

March 29, 2018

Business Operations

Why and How to Set Business Goals

Look at your business and everything you hope to accomplish in the upcoming year, and set goals to get there. Most people think of a resolution as something personal, but it's important to set resolutions for your business as well.

March 27, 2018

Business Operations

Better Communication With Your Team is Easier Than You Thought...

I bet the phrase "death by meetings" rarely comes up from staff at small contractors. Who has time for boring yak sessions outside the big jobs today? When more than half of your team is out working jobs for homeowners, the phones are ringing, and you already know you're going into overtime, why pull everyone away?

March 24, 2018

Recruitment & Retention

The Three Things You Need Most In An Employee

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.

March 11, 2018

Recruitment & Retention

How to Make Sure Your Customers Aren’t Leaving You

Customers switch providers for all kinds of reasons. However, a poor customer service experience drove the decision of a whopping 72% of service company customers who switched to another provider. Why? For the most part, that interaction with a CSR is the main interaction the customer has with the company and represents the company.

March 10, 2018

Business Operations

3 Benefits of Customers Declining Work

Nobody likes to hear "No" from a customer. When you've made a significant investment of time and effort to explain and present great options only to have the customer tell you that they just want the quick and inexpensive fix, it can be easy to take the work you've done, crumple it up and "circular file" it.

February 28, 2018

Business Operations

Figuring Out Overhead - When to Pay for Education

My #1 priority on what the employer must always provide for the employee is a safe working environment and a critical component of that is making sure that technicians are well versed in how to keep themselves, their coworkers, and your customers safe when a job is being done.

February 13, 2018

Recruitment & Retention

How Mobile Technology Helps Shift Focus to the Customer

Field Technicians are the face of many companies and now mobile technology investments must shift in focus from just cutting costs and increasing efficiency to really being about the customer.

February 6, 2018

Business Operations

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