HVACR Business

MAR 2014

Help hvacr contractors master the critical components of business management.

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Page 18 of 37

HVACRBUSINESS.Com HVACR Business m a rc h 2 0 1 4 15 accounting process or how you collect money, process payments to vendors, payroll, warranty claims, and inven- tory control. These are all basic and important to a properly functioning company. Again, if these processes are mapped out and understood by all involved, making decisions on how to improve individual and company performance will not only be easier – it will be more effective. Let's look at one of these processes more closely to understand how it all works. We'll use the sales process as an example. But frst, and as an owner of a company, let me recommend that you own the sales process. I frst heard that suggestion from Barry Burnet many years ago. There are many good sales processes out there; many are very similar. If you don't have one, get one. If you have one, then train on it regularly. Sales are comprised of many different elements. Each has its own set of procedures that outline for co- workers how to perform certain tasks. A number of steps make up the typical retail sales process. A frst step might be answering the phone and scheduling an appointment. The process procedure here will outline exactly what to say and ensure the highest level of customer service while recording the information necessary to maximize and close the sale. The next process step might be a confrmation call reminding the customer of the appointment to help ensure the sales representative's time is not wasted. Next is the major, if not most important process step in any retail company, the in-home sales process. Another step in the sales process chain is the installation, which in reality is an entire process unto itself, but is also part of the sales process. After installation you have post installation follow-up by the sales department to ensure everything is working as promised. Then the customer is set up for future tune-ups if included in the job, along with warranty information for future service. These are important steps, especially if UV bulbs, the humidifer canister, etc. need to be replaced in the future. The key to all of this is to think out and plan each key process. Develop the big picture perspective for your company and then break down each process into a set of procedures that describe how to perform each task within the process. By doing this you give clear direction to those that perform the task. By doing continued on page 29

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