How are you?
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
Please join us on Friday, April 10th, at 12:00 PM CST for our 4th of our 16-week series, How to
Thrive in the New Normal.
You can view all Thriving in the New Normal broadcasts at www.goodmanbusinesstoolbox.com,
www.amanabrandbusinessacademy.com, or www.franklinhvacuniversity.com. Select Dealer >
Training Resources, and look for the Thriving in the New Normal logo.
In session four, “How are you?” This session is all about transparency. Transparency is
intentionally showing your true self to others. During this time of social distancing and uncertainty,
transparency is more important than ever before.
Now is the time for us to be honest with ourselves and with those around us. This week, we will be
exploring this concept through the lens of the seven steps of the HVAC business cycle.
1. How are you?
When someone asks this question, how do you respond? Are you honest, or are you afraid to
burden others with your true feelings? Are you fearful of rejection or how others may react because
your feelings may not be accepted? Hear from our panelists as they lower their guard and share
their feelings and emotions.
2. Compensated for Services – Be truthful and accurate in billing
The internet has made equipment, parts, and labor pricing more transparent than ever before. Past
pricing models may no longer serve the customer or the contractor in a meaningful way. How do
you respond in this environment?
This week we will begin to explore this concept further by looking at truth in lending.
EGIA Financing Clearing House
3. Customer for Life – Keep the promises you make
Words and promises matter. As more and more communication moves to a digital format, words
are memorialized forever. Promises that sounded good at the time may become more challenging to live up to than we first thought. What promises are being made by your company or employees,
and are you able to deliver at this time?
4. Marketing Plan – Making the invisible, visible
Are you taking the time to be grateful for the opportunity to serve your customers? What does it
mean to be thankful, and how do we show our gratitude to those around us? What other
seemingly invisible forces shape our business, and how can we use transparency to make them
5. Customer Reaches Out – Be Timely and Responsive
In this 24/7 digital world, keeping up with the status quo can be difficult. Thriving in this
environment requires focused intent. What are your expectations when you click on a website or
call a business to provide a service for you? Do you live up to your expectations? We will look at
how technology can help you be responsive to customers’ needs and exceed their expectations.
6. Appointment Made – Emotional Needs
Communication is a two-way street. You are either receiving or initiating communication. How often
do your fears, worries, or thoughts get in the way of your ability to listen to others? Do you reach
out to someone to acknowledge a mistake or if a change in expectations is needed due to
unforeseen circumstances. Both of these types of communications can make us vulnerable.
Discover why it’s essential to practice these disciplines everyday.
7. Problem Identified – Share Knowledge
Thanks to Mr. Google, knowledge is free and readily available. Share your knowledge freely with
customers, and you may earn their trust. In today’s transition from “in-person” to “virtual” sales and
service calls, customers must see you as a reliable and trusted source of information. To thrive in
the new normal, you must gain and share knowledge to grow your team and your customer base.
National Comfort Institute (NCI) – Free Trial Membership
High-Performance HVAC Today – Free magazine subscription
8. Problem Solution – Listen to your Customers
To solve problems for our customers, we need to strive to understand and put aside our personal
biases. What lifestyle considerations, system requirements, and financial constraints must be
understood? One of the biggest keys to listening to your customers is asking the right questions.
9. Embrace Technology
Now is the time to identify the process for every transaction within your business! Use technology
to help increase your business’s overall efficiency. What manual process does your company
utilize that could be automated? Review your current business 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. Even in these unprecedented times,
find ways for employees to enjoy their workplace and take time to recognize extraordinary efforts.
Be sure to join us on Friday, April 10 th at 12:00 PM CST for our 4th of our 16-week series, How to
Thrive in the New Normal.
This event is hosted by the Goodman Business Toolbox, Amana Brand Business Academy, and
Franklin HVAC University.
National Sales Training Manager