This short podcast is a Q&A based on a question submitted to us by Andy Holt. Bryan gives some tips on how to go from service tech to service manager. Service managers may have better pay, but they also have different sources of stress than service technicians, and not all service tech skills will translate well to management.

Service techs and service managers have completely different skill sets, and they have to be able to gain satisfaction from different sources. Service techs are satisfied by solving problems, and they get immediate dopamine hits whenever they use their brains and hands to fix someone's AC. Service managers have to find satisfaction in big wins for their team.

Service managers have to manage processes and procedures around customer service; they are involved with customer service representatives and dispatchers. They also handle the most difficult clients and situations, so they need to be able to resolve conflict and stay calm in tense situations. Good service managers also learn to share wins with their teams and speak publicly so that they can inspire and motivate their teams.

Service managers also manage finances, review reports, and send emails, so they need the skills necessary to do that, including writing skills (or technology to assist with writing skills). Leadership roles also require you to represent the policies and procedures of your organization, regardless of how you feel about them. These requirements may put a strain on interpersonal relationships.

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This episode was recorded live on location at the 2024 ACCA conference in Orlando. Bryan starts by interviewing Marissa, a co-founder of Conduit Tech, a software company providing load calculation and sales tools for HVAC contractors.

Marissa shares insights into what it takes for contractors to successfully adopt new technology in their businesses. She emphasizes the importance of having support at multiple levels of the company, a willingness to thoroughly learn the new software, and providing feedback to the developers. Marissa stresses that Conduit actively seeks input from contractors to continue improving their product's workflow integration. Learn more about Conduit Tech at https://getconduit.com/.

In the second segment, Bryan talks to Martin Hoover, the incoming chair of ACCA (Air Conditioning Contractors of America). Martin discusses the value ACCA provides through training, advocacy, and facilitating peer group interactions. He highlights how ACCA conferences allow contractors to learn from industry leaders and gain valuable perspectives in the hallways between sessions.

The episode covers a range of topics relevant to HVAC contractors, including:

• Adopting new technology and providing productive feedback to software developers
• Assessing whether a new product will truly transform your workflow based on customer testimonials
• The benefits of joining ACCA, such as training, advocacy, and peer networking opportunities
• Challenges facing the industry, like labor shortages and rising costs
• The importance of understanding your financials and pricing for future costs
• Preparing for the transition to A2L refrigerants and associated changes

Whether you're a contractor looking to improve your business or a technician striving for success, this episode offers valuable insights from industry experts on leveraging resources, adopting new tools, and positioning yourself for the future of HVAC.

Have a question that you want us to answer on the podcast? Submit your questions at https://www.speakpipe.com/hvacschool.

Purchase your virtual tickets for the 5th Annual HVACR Training Symposium at https://hvacrschool.com/Symposium24.

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Check out our handy calculators here or on the HVAC School Mobile App for Apple and Android.

In this insightful podcast episode, the host delves into the crucial aspects of positive and productive client communication, drawing from his extensive experience in the residential air conditioning industry. He emphasizes the importance of setting the right tone, bringing energy, building trust, and adapting to different customer personalities when interacting with clients.

The host highlights the key elements of positive communication, such as maintaining a consistently upbeat and enthusiastic demeanor, while also being mindful of the client's preferences. He stresses the importance of active listening, to truly understand the customer's needs and concerns, rather than simply waiting for your turn to speak. The host also touches on the challenges of dealing with difficult customers, such as those who are overly focused on price or technical details, and provides strategies for navigating these situations with patience and professionalism.

The discussion then shifts to the productive side of client communication, emphasizing the importance of being clear, precise, and solution-oriented. The host delves into the pitfalls of being a "yes-man" and making promises that are difficult to follow through on, and instead encourages a more assertive and responsible approach. He emphasizes the need to take ownership of one's words and actions, ensuring that any commitments made to the client are followed through with diligence and care.

The podcast also touches on the significance of situational awareness, wherein the host encourages technicians and salespeople to adapt their communication style based on the client's background and personality. Whether it's an aerospace engineer, a computer programmer, or a contractor, the host provides insights into how to tailor your approach to best serve each individual client.

Key Topics Covered:

• Positive communication: Setting the tone, bringing energy, building trust, and adapting to customer personalities
• Productive communication: Importance of being clear, precise, and solution-oriented
• Avoiding the "yes-man" trap and taking responsibility for one's words and actions
• Situational awareness: Adapting communication style based on client background and personality
• Dealing with difficult customers and navigating challenging conversations
• The value of honesty and truthfulness in client interactions
• Importance of initial conversations and following up on commitments made to clients
• Balancing empathy and professionalism when addressing clients' personal issues or concerns

By addressing these critical aspects of client communication, the podcast provides invaluable insights for professionals in the HVAC industry and beyond, highlighting the key strategies for fostering positive and productive relationships with customers.

Have a question that you want us to answer on the podcast? Submit your questions at https://www.speakpipe.com/hvacschool.

Learn more about the 5th Annual HVACR Training Symposium at https://hvacrschool.com/Symposium24.

If you have an iPhone, subscribe to the podcast HERE, and if you have an Android phone, subscribe HERE.”

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