MARCH 2024 EDITION

Technology can be awesome unless it doesn’t work with another kind of technology, is unreliable or glitchy, or is so complicated that it’s hard to get the desired results from it. At the same time, it’s the 21st Century and its not going anywhere. The key is to make it work for us and not the other way around.

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A simple framework will keep technicians moving forward, keep the office abreast of what’s going on in the field, and keep correspondences flowing. We are already using multichannel communication when we call, text, email, and DM our contacts and teammates. Here’s how using those tools can be more effective.

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What could it look like:

For HVAC Field Managers/Larger Teams:

1. Daily check-ins

   either in-person meetings or virtual meetings on Zoom or Teams to specifically discuss:

   • What did you accomplish yesterday? What are you planning to work on today? Are there any roadblocks or challenges you need assistance with? Share important updates such as upcoming vehicle maintenance.

2. Using a Customer Relationship Management (CRM) system that enhances communication and task coordination in the field.

   • Consider solutions like HouseCall Pro—a CRM that in addition to arranging the schedule and customer info, lets you customize checklists for each job with reports, notes, and picture uploads. No detail is overlooked, and the entire team stays aligned. Make checklist completion a prerequisite before a job can be completed in the system for superb information sharing within the team.

3. Build or Select a robust unified communication platform that seamlessly integrates multiple communication channels such as emails, phone calls, instant messaging, video conferencing.

   • A great tool for this is Slack. This unified approach streamlines communication, making collaboration, update sharing, and prompt customer response a breeze. With simple organization of the tool, everyone who needs to be notified of something knows right away which is how work gets done well.

For HVAC Owner-Operators/Smaller Teams:
Happily, you can operate like a larger operation because there are many solutions that are cost-effective and give you the power of quick communication, allowing your small team to be agile.

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HVAC Technicians working for other companies:
If you have to follow your company's processes, make yourself stand out by proactively communicating daily. You can still let your supervisor know what you accomplished yesterday and what roadblocks or challenges you need assistance with and regularly request updates such as upcoming vehicle maintenance if those things tend to be sprung on you last minute.
If your company uses a CRM, make sure you fill in your parts thoroughly. While you get paid by the hour, the business needs lots of info to move jobs along and protect themselves from liability. Your reports help them with both.
It’s also good for you to find the best channel to use when you need quick correspondence. Is texting or calling your supervisor or POC better?

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In the world of HVAC, where every minute counts, the mantra remains clear: technology should serve as an asset, not a burden. As technicians navigate the maze of communication channels and software solutions, simplicity and practicality emerge as guiding principles. Whether through daily check-ins, unified platforms like Slack, or meticulous documentation, the goal is clear: to leverage technology to our advantage. In this digital age, success hinges on our ability to master the tools at our disposal, ensuring they work for us, not against us. By adopting this mindset, we pave the way for smoother operations, enhanced collaboration, and ultimately, greater success in the field.