A New Year’s Customer Service Resolution

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“Eighty percent of success is showing up.” –Woody Allen

Woody Allen might have been talking about the home improvement industry—and home performance consultants and contractors. So many don’t show up, and that makes it hard to win. Show ...

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Last Week’s Lesson: 5 Things Contractors Want to Know

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Thanks to Build It Green and PG&E, I had the pleasure last week of delivering a couple of two-day business training sessions for HVAC and home performance contractors. We covered a lot of ground looking ...

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Turn Unhappy Customers Into Big Fans

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I often tell the story about my GE phone. It died literally one day after the warranty expired. I called their customer service and explained the situation. They said “Sorry, it’s out of warranty. We have ...

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Turn Unhappy Customers Into Fans

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I often tell the story about my GE phone. It died literally one day after the warranty expired. I called their customer service and explained the situation. They said “Sorry, it’s out of warranty. We have to ...

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3 Common Mistakes Contractors Should Avoid

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Home Performance is a tough business. It can also be very rewarding—on many levels—when done right. Done right. There is a tendency in our industry to focus on the technical side. This is understandable, especially since we’re ...

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