Monthly Archives: September 2013

Teamwork, Mutual Respect and Customer Service by Steve Coscia

Steve Coscia

Steve Coscia

Establishing a culture of Teamwork is the optimal goal of customer service managers and it begins with the leader’s core beliefs and his ability to convey a vision. The core beliefs are often established through past experiences which influence a manager’s ability to create a world-class service culture.

For me, building a culture of teamwork, cooperation and mutual respect among departments is the result of an experience which occurred in 1974 while I worked in a warehouse. It was my job to drive a forklift, unload trucks, and pick and ship orders. I was a typical blue- collar worker who wore steel-toe shoes and blue jeans. My office counterparts, a little older than me, wore dress shoes, white shirts and ties. Back then, there were distinct differences between the guys who worked on the carpet (in the office) and the guys, like me, who worked in the warehouse.

The office guys spoke with customers, wrote new orders and guaranteed expedited shipments – all of which impacted me, but unfortunately I wasn’t invited to participate in the logistics of order fulfillment. This meant that I was often the last to know about orders that had to go out today. My office counterparts would venture onto the warehouse floor, seek me out and sternly insist that their order be sent today or else. Being resourceful and creative, I always figured out a way to squeeze their expedited orders into the workload mix. None of which ever resulted in a kind word of thanks or appreciation – after all, I was just a warehouse worker. My office counterparts took all the credit for the sale, the expedited fulfillment and the customer’s gratitude.

My experiences as a warehouse worker greatly influenced my style when I became a customer service manager in the 1980’s. I impressed upon my staff an understanding that warehouse workers make us look good because they convert our words into actions. I would say, We might be able to commit to a shipping deadline, but they guys in the back make it happen – and for that, we acknowledge their effort. Employees are more willing to cooperate when they have learned, through past experience, that they are part of the solution that makes the entire organization achieve business goals. I urge managers everywhere to build a culture of teamwork, cooperation and mutual respect.

AHRI Reports July 2013 U.S. Heating and Cooling Equipment Shipments

AHRIAHRI recently released the July 2013 data on U.S. shipments of heating and cooling equipment. For July 2013, warm air furnaces are up 16.9%, driven by gas furnaces. Oil furnace shipments are down for this time period. Y-T-D warm air furnaces are up 22.3%. Air conditioning and heat pump shipments were also up for July at 15.2% combined. Y-T-D these units are up 10.6% driven by a 24.3% increase in heat pump shipments. Click here for the full report: AHRI Shipment Data.

Contractor Educates Their Community on Preventative Maintenance

Goff Heat and Cooling

Goff Heat and Cooling in Kirbyville, MO was recently featured in their local newspaper, Branson Tri-Lakes News. They used this opportunity to educate homeowners in their area about the importance of preventative maintenance. The article provides excellent tips to consumers, but also valuable information on selling these agreements to consumers. We wanted to share this great article (with Goff Heat and Cooling permission) with other contractors. It not only contains great information, but showcases how contractors can use their local media to promote their companies through educating the public. Here is a link to the full article: HVAC Preventative Maintenance Explained

Thanks to Goff Heat and Cooling for sharing this article and allowing us to share with other contractors.