I believe it is my responsibility to keep my clients and blog readers informed of HVAC industry changes, new products and services, processes, marketing ideas, training programs and basically anything more that can help their companies become more successful. With all of that said I’ve become aware of a unique training program.
Those of you who know me are certainly aware that I am passionate about customer relations and proper communications with customers. And just as passionate about training. In my first book, HVAC Spells Wealth, I made the following statement: ”A technician will rarely impress a customer with their technical skills…they impress only by mastering and using great customer relations skills.” Customers expect a technician to be able to make a repair and furthermore nearly all customers would fail to recognize a very difficult repair from a normal uncomplicated repair. So, how would a technician impress them with their technical skills?
In all my years in the HVAC industry (only 48 years so far and I’m actually considering taking up HVAC as a career) I rarely come across something that is truly new and unique. That is not true with the training being offered by the team at Outdoor University. This is a group dedicated to training your service technicians, installers and managers on how to communicate properly with your customers and with each other. The benefits to better communications are obvious.
1. Your technicians will have more creditability and make a better impression on your customers.
2. Your customers will feel more at ease dealing with service technicians, maintenance technicians and installers who talk in an understandable manner and practice empathy.
3. Your customers will invest in your products being presented by the technicians if the customers trust and understand what the technicians are saying.
4. Your entire team will work better together and accomplish more.
And, very importantly, with excellent communications skills training your people will learn how to offer and sell more residential service agreements. Let’s face it, service agreements are the foundation for a profitable service department and a highly successful company. Your technicians are the key to the success of this important feature of your company. Many technicians, frankly, do not understand and appreciate the many benefits of service agreements (to all three involved parties – the customers, the coworkers and the company) and some will not even offer service agreements to your customers. After spending two days at Outdoor University your people will be trained about the importance of service agreements and will come home with a renewed appreciation of their job.
They’ll understand they are not at a customer’s home only to fix air conditioners and furnaces. They are also there to “fix people”.
I personally know HVAC owners who have sent their people to this unique HVAC training camp and the results are there just as advertised. Sure, this is different. Training in the woods by a lake? Sounds crazy but the location, the fully furnished and stocked campsite and the food make for an unforgettable experience. Most students come back and thank the owner for sending them. When was the last time that happened to you? Yes, this is real training with a real return for your company. Outdoor University gets results.
I’m careful about who I recommend, but am very comfortable in saying: Try it once and you’ll send more of your people to a future training camp.
To find out more about Outdoor University and sign up for the classes that begin on September 20, 2010 go to our website http://www.ronsmithhvac.com/affiliates and click on the Outdoor University link. Or, just go to our website www.ronsmithhvac.com and click on Affiliates.
Ron Smith 615-791-8474 ronlsmith2@bellsouth.net www.ronsmithhvac.com
8 Comments
I have sent several techs to Outdoor University and I have been extremely pleased with the results. They enjoy it, and learn more than any other class or seminar that we have used over the years.
I sent my first service Technician to Outdoor University in 2007. I was so impressed with the change in attitude and his new outlook on life that I have made Outdoor University part of our routine training. I have never sent a Technician to any kind of training that impacts them both on a professional level and a personel level. This training will pay for itself many times over in improved technical performance as well as problems associated with the home front.
I have been sending my tech ‘s and installers to Outdoor University for years. I still get great results every year. The guys really look forward to it every year.
Rarely do I see subtle changes , generally , I see significant changes in attitudes , communication , and customer service skills. This is not the same ole same ole .THIS IS THE REAL DEAL !
the environment of outdoor university was awesome. As a tech just getting my feet wet I was amazed at the time and thought that was dedicated to orchestrate the class. Outdoor U should be an essential part to any HVAC company and any employee looking to better themself within this trade. I shall tip my hat to Andy Holt, his staff, and outdoor University.
I have sent several technicians to this unique training, the guys have come back with a new outlook on life and work. Andy Holt has hit a home run with this new training idea, Do it! You will be glad you did.
I went to this training class thinking SOS. But it’s was totaly not what I was expecting. I grew alot as a tech and I’ve increased sales 70% in my new way of thinking. Thanks Andy
Andy invited me to attend as an industry consultant and a friend. This is one of the most unique classroom environments your co-workers will ever experience. I thoroughly enjoyed the envirnoment and the education along with networking with fellow industry professionals. You should definitely consider sending your co-workers to this “one-of-a-kind” training class. It is MEMORABLE.
When I was invited to attend Outdoor University, I was wondering more than a little bit what camping in tents outdoors with no air conditioning could possibly have to do with making me a better service manager! Boy, was I pleasantly shocked. This training has the “recipe” for success mastered and I send my service technicians to this class whenver possible. It teaches not only valuable skills to the industry, but valuable skills to grow you as a person as well! For a service company,such as ours,the lessons learned at Outdoor University have been beneficial beyond measure!!!