Show Information
Episode Number: 87
Date: May 12, 2025
Duration: 36:24
Host Contact Information
Host: Justin Deese
Website: JustinDeese.com
Contact: Justin@JustinDeese.com
Guest Contact Information
Guest: Rory Krueger
Company: Krueger Heating Cooling and Geothermal
Guest Website: www.callkrueger.com
Summary
In this episode of the Freedom Blueprint podcast, Justin Deese welcomes back Rory Krueger to discuss insights from the recent Service Nation Boston Summit and strategies for preparing HVAC businesses for the busy season. Rory emphasizes the importance of customer service, particularly how calls are answered, and the need for effective networking within the industry. He shares actionable tips for improving customer interactions and highlights the significance of collaboration among contractors to elevate the entire industry.
Takeaways
- Start with the way you answer the phone.
- Nothing happens until the phone rings.
- Develop a customer intake delivery system.
- Focus on the homeowner's experience, not just the broken item.
- The words we choose to use matter.
- Networking can elevate the entire industry.
- Training for CSRs is as important as for technicians.
- Implementing systems can improve customer satisfaction.
- Rising tides lift all boats in business.
- Be proactive in reaching out and collaborating with peers.
Chapters
00:00 Introduction and Background
03:04 Insights from the Boston Summit
06:01 Networking and Learning from Others
08:56 The Importance of Implementation
12:09 Customer Service and the Phone Process
14:59 Preparing for the Busy Season
18:01 Understanding Customer Needs
20:52 Creating a Positive Customer Experience
23:46 The Role of Networking in Business
27:12 Closing Thoughts and Advice
Keywords
HVAC, busy season, customer service, networking, Service Nation, business growth, industry insights, operational efficiency, customer experience, training
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