Maintaining Small Business Goals 

When “Business as Usual” becomes unusual, it can be challenging for a small business owner to navigate the times. 

Register in advance for this webinar by clicking HERE 

Goodman’s Dealer First philosophy has never been more critical than it is right now. We are committed to providing your business with the support and value it needs to maintain your small business goals. 

Over the next 16 weeks, the Goodman Coaching Community, composed of experts in their disciplines, will be hosting a web-based training curriculum. These weekly online coaching sessions are designed to help you maintain focus, grow, and accelerate your hvac digital marketing business. Once you are registered, you will receive a weekly curriculum and coordinating course documents.    

In the meantime, here is a list of Top 10 things you can do to help your business navigate during these uncertain times!

1. Have a plan

Initiate an adaptable business continuity plan and communicate that plan. Things to consider in your plan:

• Solutions you can provide
• Communication strategies
• Tools necessary to properly diagnose problems in person and virtually
• In-person and remote selling strategies
• Payment solutions
• Customer retention strategy
• Professional SEO Services
• Branding messaging

2. Address customer concerns

What are your customers’ top concerns? Will your business be an option when they are looking for the solutions that you offer? Things to consider posting on your website: 

• Safety: Does your company provide immediate and emergency solutions?
• Comfort: How can your services make your customers feel better in their indoor space?
• Energy: Can your solutions help customers minimize monthly energy costs?
• Click HERE for additional resources on addressing customer concerns.

3. Approaching customer anxieties with confidence

When a homeowner expresses concern about your tech coming into their home with the virus, how will you respond?  If the homeowner has the virus and still wants you to come to their home, how will you respond? What extra precautions can you take to ensure the homeowners’ safety?

• When your team is thinking about themselves, they have a tendency to let customers down.  Work towards muscle memory in your prepared responses. 
• Leaders create cultures that shape behaviors that produce progress and prosperity 
• Exemplify and promote truth, especially in times of uncertainty, to create an authentic service mindset on your team.
• Power Selling Pros

4. Identify and confirm diagnostic and solution skill sets

What HVAC issues is your business equipped to diagnose and solve? Is your team confident in their skills to accurately diagnose and provide solutions? Topics to consider discussing with your team:

• Safety: Gas Leaks, Carbon Monoxide, Electrical Hazards
• Comfort: Particles, VOCs, Carbon Dioxide, Humidity, Temperature
• Energy: Sensible and Latent Heat delivery and removal
• My Home Comfort 

5. Review communication skills for multiple delivery methods

Despite the platform, will your team be able to communicate solutions to customers in a way that provides clarity and promotes trust? Discuss communication skills and the expectations of your staff regarding communications through the following methods: 

• In-person
• On a phone
• Via text or email
• On social media
• Through video
• On your website
• Pro Comfort Advisor

6. Address financial concerns

How do you make business services affordable in uncertain times?

• SAC options
• Low monthly payments
• ACH and credit card processing on your website
• EGIA

7. Think long-term

How do I keep a customer for a lifetime?

• Over-deliver on the expectation
• Maintenance agreements
• Extended Service Agreements
• Industry-leading manufacturer warranties
• Ongoing Social Media efforts
• PartnerLink

8. Identify what makes your company unique

Who are you? Does your team and customer base know who your company is? If asked, would everyone have the same answer? Is the experience delivered to the homeowner consistent across all employees and departments within your organization?  

• Don’t be generic
• Don’t be all things to all people
• Be the nail that sticks out
• Be honest, transparent and authentic
• Arrow and Fletching

9. Embrace technology

Use technology to help increase your business’s overall efficiency. What manual process does your company utilize that could be automated?  

Now is the time to identify the process for every transaction within your business! Review your business current operation methods and identify those that can be improved with technology.   

10. Thank and encourage your people

Your staff is one of your most valuable assets. They may have concerns, need reassurances, and want to know how they can help. They need to hear from you. Communicate. Even in these unprecedented times, find ways for employees to enjoy their workplace and take time to recognize extraordinary efforts.

Please join us on Friday, March 20th at 12:00 PM CST as we kick off our 16-week series, “How to Thrive in the New Normal.”

Register in advance for this webinar by clicking HERE 

This event is hosted by the Goodman Business Toolbox, Amana Brand Business Academy, and Franklin HVAC University.

Sincerely,

Benjamin Middleton

National Sales Training Manager