Embracing Digital Transformation: Revolutionizing the HVAC Industry with Brian Feenie
0:01
Navigating the Digital Transformation in HVAC
9:55
Maximizing Technology for Customer Success
24:53
Embracing Technology for Future Success
36:23
Unlocking Curiosity in Technology
Discover how the HVAC industry is undergoing a seismic shift towards digital innovation with our special guest, Brian Feenie, a veteran in the field with decades of insight. Brian delves into the urgent necessity for HVAC businesses to craft a bespoke tech stack, illuminating the pitfalls and victories of leaving behind paper-bound traditions for cutting-edge digital tools like CRM systems and AI. This episode peels back the layers of digital transformation, revealing the strategies contractors need to effectively adapt and thrive in this rapidly evolving landscape.
Maximizing technology isn't just a buzzword; it's a vital strategy to elevate customer experiences and streamline your operations. Listen as Brian and I unpack the nuances of integrating technology with intention and accountability. From the importance of monitoring systems to the pivotal role of onboarding, we cover the common traps contractors fall into when swayed by peer choices over tailored solutions. This conversation is packed with practical advice on ensuring your technology investments translate into real-world success.
Looking ahead, we explore the vast possibilities of resource utilization and workforce development in the HVAC sector. Brian shares his vision of using technology to bridge the skilled labor gap, focusing on attitude over aptitude in hiring practices. With insights into the cautious yet opportunistic role of AI, this episode is a treasure trove for those ready to embrace current technologies and capitalize on workforce growth. Embrace curiosity and stay open-minded, as we wrap up with a call to action for our listeners to contribute their thoughts and engage with this vibrant, ever-changing industry landscape.
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Speaker 1: 0:01
What's up, Lemonheads? Welcome to another episode of From the Yellow Chair, the podcast that talks all about marketing for the home service industry. I am Crystal, and today we have a really special guest. I'm excited for you to meet. Decades of HVAC experience, and he just told me he spends the majority of his day in front of contractors, so no better place for him to be. I can't wait for us to discuss about digital services and how things are reshaping the HVAC sales and in the whole industry together. So let's sip some lemonade. Well, Brian, I am so excited to have you on the podcast today.
Speaker 2: 0:53
Thanks.
Speaker 1: 0:53
Crystal, I'm super excited to be here. Well, we're recording on a Friday, so we're all pumped because you know what it's Friday morning and we know we just got to get through the rest of this day. But I am really excited for you guys to get to hear today Listeners from Brian Feeney. He is going to talk a little bit about the digital sales and things like that. We're going to we're just going to jump into some stuff, right. So, Brian, I want to know why should my listeners care about anything you have to say?
Speaker 2: 1:19
Wow, way to lay it out there, crystal, no problem. You know, right now there's a ton of activity going on in digital services and technology and it gets very confusing right, and so really what I'm there to do is help folks get through some of that noise and start to really dig into, you know, if it's a CRM system, if it's a you know digital services company, if it's utilizing technology, and how you run your business in the field, sales tools, things like that, like there's so many different choices. Ai is all over the place and you know it's really trying to tie you know everything together, because everyone's in a different place with their digital journey.
Speaker 2: 2:04
You know, when we look at this as, you know, an overarching theme of digital transformation a lot of companies don't know where to start, and sometimes it could be not the best idea to follow what everyone else is doing, because that doesn't necessarily mean that's the right thing for your for your business or your for the technicians and you know where I tend to step in is I help with the implementation and getting it done and holding the technicians and owners accountable for the things that they want to get accomplished, and so I do touch a lot of different parts of the industry as far as types of digital services, whether it's price quoting tools or hands-on tools that technicians are using in the field, but a lot of these become part of the business model.
Speaker 2: 2:52
So when we look at a business model, there's a term that we use on our side of the fence called full-stack HVAC or full-stack HVAC, which is really all of these different technologies on how you build your tech stack. So we now have to think about HVAC companies building tech stacks, which seems very uncommon, right, and so you know, to me, that's my journey, that's the mountain I'm climbing right now is to help move the industry forward, and do that with some strategic partners that I work with, but also, you know, just giving back to the community of home services and providing insight and advice where I can, to be able to just cut through the noise, because technology has been the slow, steady climb for a lot of years. I've been in the industry 30 years and it seems like over the last five to 10, it just all hit at once and that's really where now everyone's like I don't know what to do. So I feel that I can bring value there.
Speaker 1: 3:57
Awesome, awesome. Well, so tech stack is a very popular statement lately that I've been using with contractors as well. So you know, used to. So I grew up in the industry, right Like I grew up in the eighties and the nineties, working in a home service company that was family owned and operated in a small town, like so many other people that are probably listening today. And you know what you did.
Speaker 1: 4:18
You answered the phone, you wrote notes, you had handwritten things, you talked over radios and it's like, all of a sudden I feel like we just really hit the gas and we've gone from like paper and radio to now, like you, literally have virtual ride-along software. You know things that we never could have even fathomed and thought about 30, 40 years ago, 20 years ago, even Heck, really honestly. Five years ago even heck, really honestly, five years ago things were not where they are now and like things are just moving so much so forward, so rapidly. And you know I look at contractors sometimes and they're like, honestly, they've got a CRM over here with multiple built-in cool capabilities, and then they've got third party that say, oh my gosh, well, we are integrated, we're fully integrated with, said, you know CRM, and you're just like okay, so, and literally contractors will call, limit, seek and they'll say I don't even know, I don't know where to start, I don't know what to do.
Speaker 1: 5:17
I feel like I should be doing more technologically advanced things, but here I am. You know, really they just want to revert back to the good old days. I sound like I'm old here, but you know, they just want to revert back when things were a lot more simple. I mean, now you've got to even like you know, a lot of contractors that are listening had technicians on their teams that probably are not tech savvy. I mean, I'm 43 and I did not grow up on social media. I did not grow up with a cell phone until I was much, much older, very much. I mean, I was on the day when you were cool, when you got a pager.
Speaker 2: 5:55
I had one yeah.
Speaker 1: 5:57
So what I'm saying here is I know that there's a lot of listeners that are listening right now that are really in this mode of like I really want to understand what my tech stack should be, and some of my contractors have tech stack that they don't even use. Like I'm like, oh, you have, you know, Marketing Pro, or you have, you know, Real Voice, or you have Chirp or you and I'm like, you're not using any of it and it's because it's so sheer. They're sheerly just overwhelmed with the amount of tech that's in their life.
Speaker 2: 6:26
Yep, 100%, and that you know, I see that all the time. And then there's different versions of a similar type of platform and then it's like well, which one do I pick? And it's you know they're. At the end of the day, what we really need to be considering and helping contractors and owners and GMs kind of filter through all this is to decide really, how does this serve the customer, the consumer?
Speaker 2: 6:55
Oh good point Of the things we're doing or the types of technology that we're considering. What is the end result on how we serve the customer that we're considering? What is the end result on how we serve the customer? Because if that is clunky, then we get frustrated with it and then we lose the alignment through the organization of why we've been doing this. And so the technician gets to the house and the homeowner is upset because the technology was weird or didn't work right. Now the technician is going to lose confidence in. The homeowner is upset because the technology was weird or didn't work right. Well, now the technician is going to lose confidence in what the company's doing.
Speaker 2: 7:29
But then the owner thought, oh wow, this is great. I'm the visionary, I'm going to chart the course for the company. We're going to do all this fancy stuff but not realizing the impact that it might have on key stakeholders in the business. And then the ultimate key stakeholder is the customer, the one with the money right. They're the one paying the company. So I always challenge owners and managers to think about first of all why do you want to do it? What was the goal? Is it cost savings due to efficiency? Is it utilizing a technology to reduce your callbacks in your business. That's a pretty common sense thing. But how do we translate that to customer value? Consumer value, because if we can do that, then we've checked off all the key boxes. If we can get alignment with technicians, internal employees and the consumer wins well, then to me that's a method to selecting proper tech stack.
Speaker 1: 8:33
Yeah, so LemonSeed, one of our biggest things is always the customer experience, because we're a branding agency, lemonseed. And further than just making good logos and band wraps right, so we're a branding agency, lemon Seed. And further than just making good logos and band wraps right, so we're a branding agency. So the importance of their customer's experience with your company far outweighs some of the just being able to say that you did it. Like being in the cool kids club. I mean literally. I had a contractor one time that said, yeah, well, you know, everybody in my mixed group signed up for this, and I did too, so that I could say I did it. But I've not one time watched the first onboarding video. Is this the new version of? Like smoking cigarettes? It's so detrimental to your financial health. But here you are, like smoking cigarettes and you're not even sorry, like why have you not launched this? And he's like I'm not even sure what they do. And I'm like man, we have like we and I say we cause I mean the, the consultants, the marketers, the public speakers like we come in like bulldogs, like y'all should be doing this. You're losing dollars every day that you're not doing this. And these poor contractors are like, oh my gosh, I should go do it. So they jump in with both feet and then they just drowned in it and I'm like man, so really understanding. I love that point, like I think that's that's a phenomenal point is, why don't you just step back and go? How is this going to help my customer journey? Going to help my customer journey? Now, sometimes it's the customer journey you might be impacting an efficiency side of your office that makes your team more available to answer the phone. So there's more than just the customer actually interacting with the technology. But does it make your staff more efficient? Does it make your staff more available? Does it make them more educated? Do you have more insight? Does it drive down costs? I mean, what does it do that impacts the customer journey? And so I just I really love that statement because my brand heart here really wants people to think.
Speaker 1: 10:35
You know another little story that I tell sometimes and this is a little off subject, but you'll get my connection here. You know, one time I had this super great client, loved him in rural areas of Arkansas and we were having a good conversation and I was like man, you're getting leads, and he's like Crystal, they're just, I don't see the leads and I'm like man, okay. So you know, let me see. My job is to coach through where the problems are on the marketing. So I'm like there's something going on. So I go listen to his phone calls and he literally had a CSR referring out and saying that they were booked, and referring to his competitor and saying we're booked, but if you want to go ahead and call so-and-so, we've worked out a deal with them and they take our overflow calls.
Speaker 1: 11:22
And I remember being literally I was physically sick but I was heartbroken for that contractor because I thought, because he had no systems of checks and balances in place and he had not ever thought about actually monitoring things in general. So my point here is you know, technology, I cannot speak today. Technology is a resource that we should embrace, but also things that we can keep up with. We need to pace it out correctly, right In our, in our jobs, so that we can, so that we can have a good, a good customer overall experience. But also make sure that we're measuring and monitoring what we're expecting, you know.
Speaker 2: 12:04
But also make sure that we're measuring and monitoring what we're expecting. You know oh yeah, I mean even to that point like years ago I ran a home service company and you know I was investing in, you know pay-per-click and you know SEM and SEO type activities and I think the company I partnered with wasn't prepared for me because I was holding them accountable for performance and a lot of times you just plug the money in $10,000 a month and you just expect magic to happen and if you're not holding your marketing company accountable for doing, in that case, those particular activities like where are my leads coming from? What keywords are we using? How expensive are the keywords?
Speaker 2: 12:50
You know some of those things, you know activities back then that I knew enough about but for some that might not know, you should be holding people accountable for the services you're investing in and, whether it's marketing services, whether it's any technology-based service that you're, you know, paying either a subscription to, are you getting your money's worth? You know, and are you fully doing your part? You know I spent some you know time on the SaaS side for a certain FSM, you know field service management company, and what we would typically see is a lot of the you know, companies that were investing in the software weren't putting the work in to get the full potential out of it. So they would get frustrated. And I'm sure you've seen this over and over again, crystal, where it's like, oh, I'm using XYZ CRM and I don't think I'm getting my money's worth. It's like, well, did you do all the onboarding? Did you activate all the native things?
Speaker 1: 13:55
Attend your meetings.
Speaker 2: 13:57
Right, yeah, did you attend your meetings? You know you've got biweekly or weekly or monthly check-ins. Are you canceling those? Or are you actually going to those? Because there's that certain accountability that now comes back to the user to say you know, well, the reason you're failing with it is because you're not, you're not putting in the work. It's not a magic wand and and I think that's an important uh topic to, I guess, just discuss is you know, technology isn't a magic wand. Now it could be sold as a magic wand by those providers but truly, at the end of the day it becomes. There's some heavy lifting or moderate lifting that the contractor or home service company still needs to do, and sometimes you have to dedicate that champion in the company to be the one to own it Absolutely.
Speaker 1: 14:54
Absolutely Utilizing people to own areas where you may not be the strongest. Now, some of some contractors. They are the visionary in the, the technology. I'm telling you. That's just going to be my word today. I'm not even going to edit it out, we'll see tech, thank you.
Speaker 1: 15:13
Thank you, brian. That's a good point. My East Texas is showing today. But the tech side of things right. Like some of you may be the tech savvy person, I, on the other hand, have to rely on Emily when my mouse won't work, my partner at Lemon Seed. So I'm like Emily. Something's wrong. So I would obviously not need to be the one that implements a new software. I can play parts in it, I can consult in it, I can speak to it. But sometimes you just have to step back and be like I'm not the person for this. You know Well. Leaning into that a little bit, Brian, like what do you think some of the biggest mistakes you see contractors making and I know that's probably one of them is like just not doing the onboarding correctly, not investing the real time that it takes to onboard.
Speaker 2: 15:56
I think that. But I'll even back up one step before that is selecting a software, that, or a technology that they did it because their friends are doing it, or that mix group is doing it. I had a customer an old customer call me that I've known for 20 years. A couple of years ago, one summer, in the summer of all times, on a Saturday, messaged me through Facebook and says hey, can you call me? And I'm like I haven't heard from this guy in years. And you know he's running a 20 plus million dollar company. And he's like I'm ready to do X, y, z software. It was this, you know, crm. And I was like, okay, well, why that one? Well, that's what everybody's using. I was like, but that doesn't mean that's the right one for you. I mean you should look at various versions of the CRM, make sure it's right for you. And he's like oh, I'm already going to hire a bunch of IT people. And I'm like, whoa, whoa, whoa.
Speaker 2: 16:59
I said one thing I can tell you is all the systems that you built on your own over the last 40, 50 years have to all change, because all these CRMs will then dictate how you do workflows and how you run your business and that might not be the way you're used to doing things. So you need to have someone in the company that understands how you do business now but also understands the technology enough to bridge the gap between all right, we used to do this task this way, now we have to do it this way. How are we going to work this out? But the whole point of these groups of people are going you know brand, know, brand x well, they're doing it and they're successful. Then I want to be like them, so I'm just going to use the same technology, and to me that's like that's a difficult thing because you're you're not really making the decision for the right reason. Yeah, and then.
Speaker 2: 17:55
And then it becomes know, I'm hoping these software companies dictate you know, okay, well, this is really the blueprint, and I think that's really where we need to raise the game with a lot of the tech that's out there is during onboarding and implementation.
Speaker 2: 18:13
We really need to be very prescriptive on what the blueprint should look like in the business for it to be successful.
Speaker 2: 18:20
Because when you get ICP or ideal customer profile, and you have defined success, what a successful customer looks like as a tech company well, we need to be able to assert ourselves, to say look, in order for this to be successful, you need to put these things in place very early, not after they've already been frustrated, but very much in the beginning to roll out. And sometimes as eager as we are to sell customers into technology, the problem is sometimes we're more focused on the sale and less focused on the success of the customer, and to me that's a fine line that I see happening out there, that I'd rather talk a customer out of it, knowing that they have potential for failure versus oh yeah, it's going to be fine, just do the steps. Well, if they don't have the infrastructure internally or the culture to adopt change, they're going to crash and burn, be very frustrated, and I was talking to someone earlier this week they've been through seven different CRM systems in the last nine years.
Speaker 2: 19:33
Yeah, no it's very frustrating and like I hate to see that happen, but it's very common.
Speaker 1: 19:41
Well, you know what I hate to say and I know this is so terrible. So I hope everybody knows, like, know my heart here. Sometimes you have to step back and have a little self-awareness and go. Is the problem really that there are seven bad companies or is the problem that I may not be where I need to be? You know, because we deal with the same thing. So let me say you know I'm tenderhearted so I want to help every contractor and some of them. They come on, they interview with us, we talk through things, we send them a proposal and within two days they sign it and we're moving on. Then I have people that I'm still talking to six, eight, ten months later, because they cannot make a decision. They are paralyzed in the decision world and they're paralyzed with the fear and the thoughts and the outliers and I'm like man, it just hinders you so much. I'm not saying don't be methodical, you know and like, think through things, but what I am saying is you can literally procrastination is another form, or perfection is another form of procrastination.
Speaker 1: 20:47
So you know, I say that quite often because you're all like well, something's not right with the CRM, let me change that. You know, let me go, I'm just going to change company. Same thing with digital companies. I tell every single client, probably the majority of times, your digital company is decent.
Speaker 1: 21:02
Now some of them I immediately am like but it's not that they're bad business owners, that the owners of those digital companies are wrong, it's just I know it's not the right fit for the customers that I'm using that I work with you know, and so their structure is not always fit for every contractor. And with you know, and so their, their structure is not always fit for every contractor, and so you know it's more about finding the right fit for yourself and not being not being peer pressured into going with one direction or the other. So that's a definite, definite issue, you know. So another thing is like where, where do you see the most impact for contractors of utilizing these digital services that you, that you deploy? So, is it on the sales side? Is it on the service side? Is it on the CSR side? Where do you see that?
Speaker 2: 21:55
A lot of what I focus on is on the technician side technician efficiency and a lot of what I talk about publicly and in my trainings and things that I do is it comes back to callbacks. Callbacks are a silent killer in a home service company. If we can utilize technology to eliminate or mitigate callbacks whether it's through digital tools, software, things like that we're making a tremendous impact on a business, but also the customer experience too, because customers don't like when a technician has to come back to their home two or three different times to fix a problem right. A problem right. And bringing awareness of callbacks as an example. On average, a callback impacts a business around between $500 to $1,500 every event right. So that's happening more than once a day and you add that up over the course of a month and a year. I have one client that I'm working with that their callbacks equate to a quarter of a million dollars a year.
Speaker 1: 23:00
Oh gosh.
Speaker 2: 23:01
And if we were to implement some best practices and some technology, we could save that company literally a quarter of a million dollars and the customer experience would be elevated. And there's a sales and marketing aspect to it, because now we can prove we do the best work in the market, be very bullish on our marketing campaigns to say, you know, we can prove all the work that we do. We can, you know, utilize the technology third-party verification to do it. So now it creates this experience where we're checking off all the boxes, like we were just talking about. It's good for the company, it's good for the CSRs, because CSRs don't love getting a call from an upset.
Speaker 2: 23:44
Customer Technicians don't like getting yelled at in the home because they're supposed to be the hero of the day and we empower them to be able to do the work at the highest level. And so to me, that implementation of foundational things is really where I would prefer companies really focus their time and attention to a tech stack, for example. So Crystal would like to kind of bring that full circle. Are there things I could be looking at that are foundational to the business to help scale that company to, foundational to the business to help scale that company too, if a company is looking to grow. It's kind of like that three-legged stool If I take a leg out, I fall over right. So if I don't build that strong foundation or core, those are some challenges to the market. That I would say is do you have things in place that are becoming foundational pieces of how you run your business? Because there's great technology out there that allows you to do it.
Speaker 1: 24:51
Yeah, yeah. Again, it all comes back to utilizing your resources. Yes, you know utilizing what's there, and also you know making sure that you are working within, looking inside of your team and and looking at the technicians. You know I get I get in trouble for this, but there's a lot of truth to this. Just because you're the best shortstop on the team doesn't mean you need to be the coach, so sometimes people just are naturally good, but it doesn't mean they need to be promoted to your service manager or anything like that. Well, this guy runs an iPad well, so he's now over IT. You know absolutely not. You know, so you know.
Speaker 1: 25:29
I love what we're saying here because you know again I'm going to go back to this at the very beginning what you're saying here is, when we adopt, when we adopt, when we choose to jump into these different, cool, unique things, we have to go in with both feet and with the understanding that we have to dedicate time and resources to making them work. And it's the same thing with Lemon Seed. It's the same thing Like we have. The clients that are the most successful clients are our most engaged clients. There is very few things that you can put on autopilot in your business and that's why business, that's why being an entrepreneur is hard, because you're you've got to carry a lot of hats for a while until you can get you know you can afford, you can get people on your team, but tech is definitely not the way is. Is not one of those things like, oh yeah, I joined it because my friend said joined it. That's cool for you to explore it because someone else is being successful in it, but are you willing to sit on onboarding calls that are terrible to go through? Are you willing to go through the hiccups that you know are going to come when you launch new softwares? Are you willing to adapt and hold your team accountable for the utilization of those things?
Speaker 1: 26:45
And you know, as far as marketing goes, here, this is all coming back to again being able to ask a higher ticket, have higher end branding, because the experience with your company is better, it's more thorough, it is top notch, it appears innovative, it appears new and people naturally are gravitating to that right now because it's a really good mix of you're not overly complicated, but you're also not antiquated right back in the day. So I love that, I love that thought, I love the concept here of you. You know this is just good business management, right. Well, hey, what advancements do you think might be coming in the future? Like if we think it's bad now, like do you have any thoughts on what's probably coming or what? What do you think we should be looking forward to?
Speaker 2: 27:41
I think where a lot of especially on the HVAC side of the industry right now a lot of focus needs to be paid attention to workforce development. I think there's advancements there now there's going to be continued advancements in tech to help companies do more with less and address the skilled labor gap that we have. I mean, we continually have technicians leaving the industry and less coming in, so it's compounding a problem of being able to get skilled technicians to do the work that the industry demands. And I feel that there's technology right now that companies could be embracing to help overcome the traditional hiring methods that we use, like when I would hire a technician that I could hire. That's usually going to cost me more, but they're going to magically do the job without any guidance, right? And I think that's what general managers and owners managers tend to look for. It's like oh, they look great on paper, but they have the worst attitude after we hired them and they treat the customers poorly and they actually aren't as good as they said they were. That's a common thing we hire on paper sometimes and I'm always talking about when I'm coaching clients or advising is to say you should be looking at attitude over aptitude. Oh, 100% Because we're seeing contractors in the market now, especially with one of the companies I work with that they're hiring technicians from the local cable company or Xerox because they're personal people, they can talk to the customer Well, they have the right attitude with technology.
Speaker 2: 29:47
Now we can provide them a process and tools and technology to be able to do the job and learn a lot faster. So now I've got the right mindset employee and I can teach them the aptitude to do the work. So now I'm solving my own labor problem for the industry because I don't have to fish in a pond. That's very limited of skillset. I can go to a broader base and I'll sometimes joke and say, oh, if I could hire someone from Chick-fil-A that knows how to say please, thank you, and give them a set of tools and a process, they could be in HVAC tech within, you know, a year doing maintenance.
Speaker 2: 30:26
I mean, to me that's amazing because that's not existed before, because we'd have to take a you know a person, you know man or woman, through the process of technical school and trade school and learn all this stuff, and it's four years before they could ever get out into the field. Oh yeah, so dealing with the workforce side of this, I think, is low-hanging fruit. The industry is prime Now. In the future it's only going to get better.
Speaker 1: 30:56
Yeah.
Speaker 2: 30:58
And there's some scary things out there with AI. Right, there's so much AI, no one knows what to do with it. I think, yeah, and will that do certain things out there with AI? Right, there's so much AI, no one knows what to do with it. I think, and you know, will that do certain things? Probably, but you know again, I'm more taking a slower look at that. From my view, there's a lot of applied things that can be done now, and I think so what the future holds is we got to embrace what's here now.
Speaker 2: 31:26
Oh, yeah, because there's a lot of great opportunities to embrace technology, to build that tech stack. Even if it's just a couple of things, it doesn't have to be like tech stack sounds scary, sounds big. You can just implement one technology advancement in your business that's meaningful, that's beginning your tech stack, and then you build and layer on the other pieces that help complement, and so the future's here now, and that's really where I want to see folks keeping an open mind and looking wider and paying attention to. Well, what are we doing for technician competency? What are we doing to provide transparency to the consumer? What are we doing to make sure that our customer service reps are happy? What are we doing to convey the message of all the value we bring in the public eye to our customers?
Speaker 2: 32:26
You know, like our branding, like what do we stand for? Like, are we taking credit for the things that we already do? Because that's a difficult thing that a lot of contractors run into is they do all this great stuff but they don't take credit for it. And you know, as a branding professional and in marketing, that that's usually what we want to dig into. What do you do? Oh, we do this special thing for customers. Well, do you? Do you let anyone know? Do you take credit for it? Because?
Speaker 1: 32:55
are you the only one that knows?
Speaker 2: 32:58
So yeah, so back to kind of close the loop on that. It's really about the future is here now. Kind of close the loop on that. It's really about the future is here now. And so that's really where, like finding that tour guide, people like yourself, people like me and others that that are there to kind of help say, well, here's where some things I know you could do, but you know that I also know a lot of people in this industry that do other great things, and it's to help guide people to explore. I think that's really the call to action today is to explore what's out there. Take a look.
Speaker 2: 33:37
You know it is scary a lot of times for folks that are you know, I hear it all the time I'm not tech savvy Like, well, do you have a cell phone? Because, like this is a computer in your pocket If you're using this? You know, I hear it all the time. I'm not tech savvy. I'm like, well, do you have a cell phone? Because, like this is a computer in your pocket If you're using this, you're halfway there, right.
Speaker 1: 33:53
I mean and and again. You know I go back to that same thing, like when we get ready. Right now, like you know, people are really impressed with getting technicians hiring for aptitude over at, or hiring for attitude over aptitude, because now there's so many resources that are at their fingertips to be able to do things, but at the same time, we, as companies, we have to have the leads for those people and the culture for those people. And so, you know, I just encourage people today to really take a look at what's coming, get prepared, be an early adopter of things, but dedicate yourself to it and also try not you can't early adopt every aspect of your business.
Speaker 1: 34:31
I don't think, because I don't think you can really devote the time. You need to be launching a virtual CSR, a virtual ride-along, virtual this booking online, all these things. I would encourage you to get things set in place very intentionally and very consistently, though. So well, brian, what a fantastic conversation all around this. You know me I am a sucker for a good customer journey conversation, and so I think we covered that. The future is bright, we need to be excited and we need to embrace what's coming. But, brian, if people really like what they hear about it, what you were saying, and they were kind of intrigued.
Speaker 2: 35:12
How can someone reach out to you Best way. I'm on LinkedIn. That's always. I'm very active on there. My website is shiftlogicsalescom. Website is shiftlogicsalescom, so just as it sounds shift, s-h-i-f-t-l-o-g-i-c, salescom. But you can always find me on LinkedIn, connect with me there. I'm always putting out some content or some thought leadership to just help stimulate some thinking out there and kind of looking outside the box. So I'm happy to connect there always. But you know, obviously my website has a form there too. If anyone wants to reach out, I'm happy to talk to anybody just to shoot the breeze, explore, get to know each other. Yeah, I'm not scary.
Speaker 1: 36:05
No, very, not scary. It was a great conversation. So listen, listeners, if you are in the HVAC industry or anything relatively close probably, let's take a closer look at how digital service really can transform your approach to customer satisfaction, the quality of service that you're providing and just that overall customer journey. And remember, if you're looking for some support, shiftlogic Brian here. He's here to help you lead the way.
Speaker 2: 36:33
So, brian, any last words, any last thoughts Go in eyes wide open. Be curious. That's what I'm going to leave you with. Be curious of what's out there. It's an exciting time and I'm there to help. If I can be a resource, I'm happy to give back to the community and share any knowledge I have from doing this a long time. So I love it.
Speaker 1: 36:54
I love it. Thank you so much, Brian and listeners, thank you for listening to another episode of From the Yellow Chair. Hey, write me a review. Refer this podcast. I would love to hear more from my listeners about what you want to hear and, most importantly, thanks for sipping some lemonade with us. We'll see you next time.
