Monthly Archives: March 2013

Great Video from Steve Coscia on Service Manager Toughness

Here is a link to a short video from our friend and industry consultant, Steve Coscia. I have included a little intro from Steve. The link can be found at the end of the introduction.


You could have heard a pin drop. During my “Service Manager Toughness” speech at ACCA’s 2013 Orlando conference, the room fell silent when I displayed the Employee Expectations documents on the big screen.

“Running a world-class operation is for managers who have no appetite for mediocrity,” I said.  “Raising the bar and expecting more from our staff means that an employee’s feelings might get hurt.” Then… total silence.

I posted a brief video about Service Manager Toughness – it is a quick synopsis of the ACCA speech.  Watch it here:


The New Catalogs Are Here!

Catalog Front CoverVolume 16 of the new Jackson Systems catalog is now available. This contractor-friendly catalog features all of the products manufactured by Jackson Systems. And we made it even easier to use this year. From the Table of Contents in the front to the Index in the back, you can search for products by category, product name or model number, as well as common industry terms. There are specifications for each product and diagrams to make wiring a snap. This full-color catalog is now available. If you are interested in ordering a catalog, please click here to go to our simple online order form.

Keeping the Door Open by Steve Coscia

Steve Coscia

Steve Coscia

Customers have a license to misbehave.  I tell my service rep clients that a customer’s job is to do what’s best for his or herself. Customers care little about whether their behavior upsets a service rep. After all, service professionals are supposed to help the customers and not the other way around. A customer’s bad attitude and subsequent bad behavior shouts the assertion, “ It’s all about me!”


Let’s examine a specific customer behavior, among trade industries, which manifests the “It’s all about me!” attitude – the routine is price shopping. “How much do you charge to fix a broken faucet?,” asks a
customer in a terse and perfunctory manner. If the plumber’s phone rep begins to qualify symptomatic details or asks when the faucet started leaking, the customer may abruptly attempt to steer the phone rep back on the “just tell me how much do  you charge track” with even more curt mannerisms. At this point, the preverbal door is still open for a business relationship. Quoting prices over the phone is a precarious practice because of the absence of vital details and visual confirmation. The customer ends any hope of a business relationship and slams the preverbal door shut. Any hope of re-opening the door is remote due to the customers focus on price.


On the receiving end, the strategy I recommend to home service companies in handling price-shopping customers, includes shifting the conversation from price to value. When a home service phone rep focuses on value rather than price in a well-paced, articulate and friendly manner – a new dialogue begins. This new dialogue challenges a customer’s mindset about whether a customer should entrust their home and their family’s safekeeping to the cheapest guy in town.

The icing on the cake occurs when a skilled phone rep invites a customer to call back after searching for the cheapest guy in town. This invitation is known as KEEPING THE DOOR OPEN and it is very effective. Success with keeping the door open strategy lies in the reality that a customer’s search for the cheapest guy in town will often fail. This predicament puts the customer in a difficult and sometimes embarrassing situation because the leak still needs to be fixed. So, who will the customer call now? The customer will call the home service company who extended the nicest invitation along with a persuasive value-based explanation. For more customer service insight, visit

Greg McAfee Boot Camp Scheduled for April 9 & 10

Greg McAfee, successful business owner and  HVAC business consultant, is hosting another of his Boot Camp 2-day training programs at his Dayton, OH training facility. Greg and his team of trainers pack a lot of useful information and training into this 2-day program aimed at helping HVAC contractors strengthen and grow their businesses.



What will you take away from this?

– Learn about your business culture and how to improve it or change it for the purpose of attracting key team members and your kind of customers.

– Learn and apply branding tips that will make your HVAC Business name as well known as “Kleenex” in your market area.

– Find out why you don’t need to grow by acquisition! Grow by taking on more market share…instead of other people’s problems…and attract more new customers to your business than ever before.

– 2-action packed days of education, information, training and collaboration.


Click here for more information or to register:

ACCA Names 2013 Contractors of the Year

Congratulations to Magic Touch in Mesa, Arizona and Ivey Mechanical in Kosciusko, Mississippi for the prestigious honor of being named the 2013 ACCA Contractors of the Year. This distinguished award is bestowed annually to a residential and commercial contractor. It reflects their dedication to their customers and employees, as well as their innovation in growing their businesses. This year’s winners were recognized at the recent IE3 Expo in Orlando, Florida. Both contractors shared some of the secrets to their success with ACCA. Click here to read the full story and check out some of the processes and programs these talented organizations have employed to grow their businesses: ACCA Names 2013 Contractors of the Year

John Sedine Receives ACCA’s Highest Honor

John Sedine, president of Engineered Heating & Cooling in Cedar Springs, Michigan, was awarded “The Spirit of Independence” by ACCA, the nation’s largest association of indoor environmental systems professionals, at the national meeting and expo in Orlando. Mr. Sedine has long been seen as a leader in the HVACR industry. He served as Chairman of the ACCA Board of Directors in 2010 and as President of the ACCA Michigan Chapter. Mr. Sedine has freely given his time and efforts to raise the bar for the entire industry. We want to congratulate John Sedine and thank him for all of the efforts he has put forth to improve this industry we love. You can find more details of this prestigious award and Mr. Sedine’s contributions to the HVACR industry at this link courtesy of ACCA National: John Sedine – ACCA’s Spirit of Independence Award Press Release

Jackson Systems Named One of 2013 Best Places to Work in Indiana for Second Consecutive Year

Jackson Systems was recently named as one of the 2013 Best Places to Work in Indiana. This is the second consecutive year to receive this distinguished honor. The awards program was created in 2006 and is a project of the Indiana Chamber of Commerce, BizVoice®, Inside INdiana Business, the Society for Human Resource Management (SHRM) – IN State Council, the Indiana Economic Development Corporation and Best Companies Group.


This statewide survey and awards program was designed to identify, recognize and honor the best places of employment in Indiana, benefiting the state’s economy, its workforce and businesses. The 2013 Best Places to Work in Indiana list of 100 companies is made up of the following size categories:

33 Small-sized companies (15-74 US employees)
28 Medium-sized companies (75-249 US employees)
17 Large-sized companies (250-999 US employees)
22 Major-sized companies (1,000+ US employees)
*Only Indiana employees were surveyed, but companies are placed into size categories by US employees
To be considered for participation, companies had to fulfill the following eligibility requirements:

– Have at least 15 employees working in Indiana;
– Be a for-profit or not-for-profit business or government entity;
– Be a publicly or privately held business;
– Have a facility in the state of Indiana; and
– Must be in business a minimum of 1 year.
Companies from across the state entered the two-part process to determine the Best Places to Work in Indiana. The first part consisted of evaluating each nominated company’s workplace policies, practices, and demographics. This part of the process was worth approximately 25% of the total evaluation. The second part consisted of an employee survey to measure the employee experience. This part of the process was worth approximately 75% of the total evaluation. The combined scores determined the top companies and the final ranking. Best Companies Group managed the overall registration and survey process in Indiana and also analyzed the data and used their expertise to determine the final rankings.


Jackson Systems will be recognized and honored at the 2013 Best Places to Work in Indiana Awards Dinner coordinated by the Indiana Chamber of Commerce on Thursday, May 2nd. The final rankings will be announced at the event. In addition, all ranked companies will be recognized via a special section of the Indiana Chamber’s bimonthly BizVoice® magazine and through Inside INdiana Business with Gerry Dick.


For more information on the survey process for the Best Places to Work in Indiana program, visit or contact Jackie Miller at 877-455-2159. For information regarding the upcoming publication and event, please contact the Indiana Chamber of Commerce at 800-824-6885 or