Does your team know all of the essential information to collect during each visit, and are they sharing it with the office right away? Here’s what info to collect — and why.
Is the R22 phaseout “fake news? Is the lack of shop classes increasing student loan debt? These are just two of this month’s home service industry hot topics.
Being busy and being efficient are not the same thing. Learn how to create and use a Technician Efficiency Report to get your techs producing the results you’re looking for.
Cold and snow is on the way, whether you are ready or not. That means it’s time to winterize your home services business.
Explore the pros and cons of various performance pay plans to find what works for your people, your bottom line and your customers.
Keeping accurate data on your employees’ work time? Learn the roles recordkeeping and software play in state wage/hour audits and family/medical leave.
Cybersecurity Awareness Month, the “convenience factor” as a competitive differentiator, and online reputation are a few of the topics on our minds this month.
Keeping accurate records of your employees’ work time? Learn what the law requires, what you need in case of a lawsuit and how software can help.
As a business owner, it’s up to you to keep on an eye on your technicians’ time management.
Don’t let cool weather bring your business down — warm up with a marketing refresh! Tips on how to promote your business through direct mail strategies that work.
Company influence leaders seek out and command change. That’s one of the things the Pointman team learned at the 16th Annual Women in HVACR Conference.
Summer is the busiest season for HVAC companies. That makes fall a great time of year for working proactively to build your business.
We’re touring the country to help residential plumbing, HVAC and electrical contractors get their businesses running smoothly and growing to their potential.
Trade shows can be overwhelming. Know your goals, take note of standout ideas and be prepared to take action.
Apprenticeship programs, SMART technology, R22 and video marketing are a few of September’s trending home services topics.
Looking to build your career and confidence level? Here’s Women in HVACR Board Member Colleen Keyworth’s list of must-read books for women in the trades.
There’s a special approach marketers take in the HVACR, electrical and plumbing industries. Colleen Keyworth explains her best practices in the first of a three-part interview series.
No matter how experienced you think you are, opening a business is full of surprises. Find out what shocked one HVAC company owner when he struck out on his own.
Learn how Morgan Lee, Pointman’s sponsored Women in HVACR scholarship recipient, plans to inspire future generations of young women to enter traditionally male-dominated spaces in technology and engineering.
Making the leap from home services tech to business owner requires a different mindset. Learn how to adjust your thinking to get your company off to a good start.
Check out some recent articles exploring how to turn data into dollars, new technologies changing the HVAC business and how one country is promoting careers in the skilled trades.
Building your team is difficult. That’s why making the most of the interview process is so crucial to identifying and retaining qualified talent suited for your company.
Happy checks and follow-up calls are two important methods for ensuring customer satisfaction, and for increasing business, referrals and revenue.
How do you sound on the phone to your customers? Check out five customer success tips to help you sound positive, confident and professional.
Check out some recent articles exploring succession plans for family businesses, the impending tech shortage and the impact of tariffs on the HVAC industry.
It’s hot out there — REALLY hot. As the owner of a home service business, it’s important that you help keep your team safe when they’re out on a job.
Wherever you live, you face the question of how to tell your hometown’s story. In Pointman’s hometown of Buffalo, NY, that question is key to what we do each day.
Focusing on existing customers and encouraging their repeat business can pay off in a big way for home service business owners.
Before evaluating field service management software, you must answer an important question: Is it time to start using software in my business?
Not every role model for business owners needs to be a Warren Buffet type. Here’s why actor Keanu Reeves is an unexpectedly solid choice.
Check out some recent articles exploring the executive order extending Texas’ plumbing licensing law, how business owners can create an expectation of safety, and how to attract residential customers.
The struggles of Barnes & Noble show that business owners need to always be proactive, not reactive, in order to successfully grow and prosper.
When we talk about service agreements, what do we mean? And why are they such a benefit to contractors and customers?
The St. Louis Blues went from “worst-to-first,” and the team’s success offers some useful lessons for business owners who are struggling.
The summer months mean more appointments and more business. But more jobs do not have to mean more stress for business owners.
Looking at your competitors less as enemies and more as colleagues might help you sleep a little easier — and be more successful.
There are many ways in which business owners can grow the sense of community amongst their team — and with their customers.
Sometimes calculated moves pay off in a big way — just ask Toronto Raptors president Masai Ujiri.
Your new software won’t help your business if your team is not going to use it properly. Here’s how to encourage compliance.
In order to decide on the right field service management software for your business, you need to understand what to look for.
Check out some recent articles exploring HVAC maintenance, why profitability rather than revenue should be your goal and which states pay plumbers the most.
In the second of our two-part series, we look at two more reasons millennials can make a difference when it comes to growing your business.
In the first of our two-part series, we’ll explore why it’s time to embrace millennial employees and the unique advantages they offer.
Check out some recent articles exploring the 2019 outlook for HVAC contractors, online sales and more.
Pointman’s Deb Spearing offers tips for motivating your employees to follow new processes in our latest “Stay Ahead of Your Competition” webinar.
Pointman's Steve Raines explains how to use your metrics to help your business grow in this 20-minute webinar.
The latest product release for Pointman PACT members makes managing service agreements easier than ever before.
Bad reviews can be devastating for your business, and that means reputation management is hugely important.
The latest product release for Pointman PACT helps dispatchers and business owners better manage time card entries from their techs.
Joining and participating in Facebook community groups can be a useful tool for growing your business.
Watch this 20 minute webinar to learn the best ways to communicate with your team.
You should want your customers to love you because if they do, it means you’ve provided them with a world-class experience.
Developing a rapport with your customers is a way to build loyalty and increase referrals.
Starting the new year the right way is hugely important — especially for business owners. Here’s how to make 2019 your company’s best year yet.
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.
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.
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.
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.
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.
"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?"
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?
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.
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.
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.
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.
Your customer, aka potential reviewer has the power to give you a review or not to give you a review. But it’s your responsibility to make it as easy as you can for them.
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.
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.
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.
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.
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.
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.
Let’s look at how technology can help you attract and retain new and younger “millennial” technicians to your home services business.
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.
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!
Club Memberships are an upcoming strategy I’m seeing many many home service businesses implementing.
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!
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.
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?
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.
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.
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.
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.
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.
In most service companies, a dispatcher typically calls the customer to let them know that the technician is on his way. They may give an estimate and let them know who the technician will be.