Specialists are professionals who are highly skilled in a specific segment of their field. I recently visited with several HVAC company leaders in the Western United States. In our discussions, they told me how each of them depends on people with specific skill sets to assure their companies' daily success. Let's continue this thought and see how you can identify your roles as a specialist at your company.
What Makes You a Specialist?
Specialists aren't born; they evolve. In every case, each person we discussed grew into a trusted specialist because they consistently developed their skills over time. Eventually, they became the specialists to whom others turn.
Take a minute and consider what areas of your job others look to you for, when they need the expertise of a specialist. What roles do others come to you for when they need help?
Each person we discussed grew into a trusted specialist because they consistently developed their skills over time.
No, really. Before you continue reading, stop. Think about and write down what others depend on you to do before they call anyone else. Why are you their first choice?
Being a trusted specialist is a leadership role that belongs to you. Your career fulfillment may depend on your specialties. You may be satisfied with what you discover or motivated to improve your contribution to those with whom you work. It's up to you.
Here's what several company leaders had to say about specialists they rely on and how their companies wouldn't be the same without them. I've summarized some of the comments below:
Tony and Tight Spots
"When we have an install with limited access, we couldn't do the job unless we had Tony. He can get in and out of any space and get the duct, line set, equipment, or wire where it needs to go. He takes great satisfaction in doing things others cannot."
Tony earns the trust and preference of his company when a tight access champion is needed.
While I assumed Tony was a small fellow, I admired how much appreciation his boss had for Tony's energy and commitment to this critical part of his job. It became clear others hated what Tony did so well. Could other installers do the job? Maybe, but Tony earns the trust and preference of his company when a tight access champion is needed.
Hopefully, your list of specialties includes several low-key abilities you offer. They are genuinely appreciated and valued by most.
Only Send Steve
A phone call came in during a conversation with one high-energy manager from the office. An equipment replacement job was destined to fail unless they could increase duct system capacity.
Steve specializes in going the extra mile. He takes the time to care for the whole system. He isn't interested in quick equipment replacement.
"This sales lead has to go to Steve. Sean or Julio won't take the time to get in the attic and figure out how to get the information needed so the installers can increase duct capacity. Call our customer and have them wait till tomorrow. Only send Steve."
Obviously, Steve specializes in going the extra mile. He takes the time to care for the whole system. He isn't interested in quick equipment replacement. Do others go the extra mile? Maybe, but Steve carries his leaders' trust and is the first choice when the whole system needs an upgrade.
Manuel, Mr. Sheetmetal
One specialist, a company owner, talked about was a true craftsman. The company is one of the few that still operates a complete sheet metal fabrication shop.
The owner spoke of gifted sheet metal fabricators as a dying breed. "We have several good fabricators, but when it comes to building tough fittings and transitions, the solution is always Manuel. I don't know how an HVAC company can do excellent work without a fellow like Manuel to depend on."
'We have several good fabricators, but when it comes to building tough fittings and transitions, the solution is always Manuel.'
He spoke of Manuel's talent to take a few measurements, envision a transition, scribe it on a piece of sheet metal, and bend it up by hand.
His appreciation was measurable, as evidenced by Manuel's 30+ year history with the company as his single HVAC employer.
Mariela and Customer Relationships
Another company owner with more than 100 employees spoke of the trusted skills of a service technician. She has extraordinary talents for calming stressed and unhappy customers. Could this be a talent you could bring to others?
Something he mentioned later brought more clarity to Mariela's specialty - she was the only sister to seven brothers.
"There are times we pull her off a project and send her straight to another job site with a customer in distress. I'm not sure how she does it, but she has a gift that makes everything all right when she shows up. Perhaps it's her technical competence or her imposing 5'2" frame."
Something he mentioned later brought more clarity to Mariela's specialty - she was the only sister to seven brothers.
So how effectively do your technicians handle upset customers?
Randy, the Inventory Manager
"Without Randy, service and install jobs can't happen. He keeps inventory current and stages the parts, equipment, and materials ahead of time for each service tech and each of the install crews."
The conversation continued about how Randy excels at his job and uses his abilities to perceive issues ahead of time and solve problems in advance. He supports the guys in the field and the salespeople, the accounting department, and dispatch.
Isn't this a capability that would benefit your co-workers and your company? How would you instill this sense of internal/external customer support?
Maor the Balancer
An air and water balancer named Maor stopped by the NCI Southern California Training Center. His specialty was acquiring and sharing knowledge with those he works with. He couldn't hide it, and I grinned the whole time I was with him because of his curiosity and enthusiasm.
I could tell how he spoke and related his experiences from the field that he is eager to learn and use what information we could give him.
Maor's specialty is in acquiring and sharing knowledge with those he works with.
The constant redistribution of his experience and well-developed skills was infectious. His name Maor means light or luminary in Hebrew, and he was filled with it. I am still thrilled as I imagine his contribution to our industry and customers throughout his career.
So, how enthusiastic are your young team members? Are they contributing to others in the company?
Grow Your Specialist Roles
I hope you see how each of these specialists fulfills a unique role that contributes to the overall success of their companies. As the owner or manager, perhaps you can see where you can help your team become successful specialists in their own right.
Perhaps your techs are young and early in their careers. So their list of specialties may be short. Encourage them to evaluate their talents and interests.
Perhaps your techs are young and early in their careers. So their list of specialties may be short. Encourage them to evaluate their talents and interests. Ask how they want to contribute to customers and co-workers in a way that helps them stand out. That is how you encourage them to become specialists in your company and the industry.
For your team whose careers extend over a decade or more, consider how they can leverage their experience and talents for the benefit of others. Ask them how they think they can expand their influence and career satisfaction? Success takes study, effort, and practice. I encourage you to encourage your team to develop their knowledge and skills. Eventually, they'll be recognized for their contributions to others.
Rob "Doc" Falke serves the industry as president of National Comfort Institute, Inc., an HVAC-based training company and membership organization. You can contact Doc at ncilink.com/ContactMe or call him at 800-633-7058. Go to NCI's website at nationalcomfortinstitute.com for free information, articles, downloads, and current training opportunities
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Are we entering a time of inflation? It certainly seems so. Over the past six months, we’ve seen dramatic increases in commodity pricing that is being reflected in equipment costs. Here are six things you should do to stay ahead of the game and prosper during inflationary times.
Price Up
When your costs increase, immediately raise prices. Do not sacrifice your margins. In fact, it is more prudent to raise prices in anticipation of an increase. If you wait, you are late.
Prepare your technicians and salespeople for push back from consumers over higher prices. Stand firm in the face of price resistance if encountered. It is better to lose the occasional job than to lose money by failing to pass along the cost increase.
Stock Up
As a rule, stocking more inventory than immediately needed is a mistake. It is like sticking a pile of money in your warehouse. Moreover, there is a carrying cost. Some of your inventory will inevitably get damaged. Some will become obsolete. Some will grow legs and walk away. Factor the carrying cost of inventory into your pricing.
However, in times of inflation, inventory is an investment. If prices go up after you buy the inventory, but you're pricing on current costs, not the past costs you paid when you purchased.
In times of shortages, which characterizes the present, carrying higher levels of inventory than normal becomes a business a requirement. You cannot sell what you do not have.
Do Not Over Promise
At present, there is a worldwide shortage of computer chips. It is bad enough that it has caused many automakers to temporarily halt production. These same chips are used on higher efficiency, communicating HVAC equipment. If the chip shortage is affecting automakers, who have more purchasing clout than air conditioning manufacturers, you can expect it to impact us. Do not be surprised if high-end HVAC equipment gets hard to source this summer.
When you quote jobs, make sure you quote using product on hand or product a distributor has on hand and will reserve for you. If you do not have a product in stock, do not assume you will be able to get your hands on it. Verify availability before you sell something.
Have a Back Up Line
If you do not have a second line of equipment, now is the time to add one. Managing your equipment lines will be a juggling act. Manufacturers are likely to award inventory to their most loyal dealers. Yet, you need a second line as back up in case your main supplier experiences shortages. To be able to count on the second line you will need to present them with enough business to keep their interest.
Switch to Performance Pay
The current technician shortage is likely to be exacerbated by pressure to increase pay. You can either pay more directly (further increasing your costs) or you can switch to performance-based pay so your technicians can award themselves a pay increase anytime they want. At the very least, consider putting your installation crews on performance pay.
Sell Payments
It is likely that you will not encounter a lot of resistance on service pricing. Replacement pricing could be another story. The best way to handle it is to sell payments. Sell them on every change out.
Lower payments by offering installment financing over a 10-year term. Ten thousand dollars on a 2% revolving plan starts out at $200 per month. On a ten-year installment plan at 8% interest, it is only $121 per month. Do not rely solely on revolving financing. Line up an installment source.
You should be selling payments and using installment financing anyway. Due to efficiency mandates and refrigerant changes, the installed cost of a home comfort system was already causing most homeowners to experience sticker shock. Selling payments is a way to reduce the surprise.
With a summer like this one, you need to stay on top of the changes occurring in the industry. There is no better source than the Service Roundtable. Join today for $50 per month and also benefit from the industry’s largest library of downloadable business content and the industry’s largest buying group. Visit https://ift.tt/2jwWlLl or call 877.262.3341.
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