CUSTOMER RELATIONS & BUSINESS PRACTICES

1. CUSTOMER RELATIONS & BUSINESS PRACTICES EMPLOYEER’S EXPECTAIONS

2. CUSTOMER RELATIONS & BUSINESS PRACTICES EMPLOYER EXPECTATIONS • Show up on time. • Show up everyday, (reliability). • Dress appropriately, (per company policy). • Have your necessary tools. • Follow the company policy. • Do what you say you can do. • Co-operative behavior.

3. CUSTOMER RELATIONS & BUSINESS PRACTICES NOT SHOWING UP ON TIME WEIGHS HEAVILY ON EMPLOYER’S LIST OF THEIR BIGGEST PET PEEVES. • Even though you show up only 5 minutes after your start time it gets noticed and slows down production. • You should be on site or at the office 5 minutes before the start of work.

4. CUSTOMER RELATIONS & BUSINESS PRACTICES • Occasionally being late or being sick is unavoidable. • It should go without saying that you need to call ahead and let your employer know this. • A no call no show will put you on the short list (possible termination).

5. CUSTOMER RELATIONS & BUSINESS PRACTICES SHOWING UP EVERYDAY IS OBVIOUSLY ALSO VERY IMPORTANT. • Your employer is depending on you to be their because he already has work scheduled and a commitment to the customer. • In some cases it may be a T & M job, time and materials.

6. CUSTOMER RELATIONS & BUSINESS PRACTICES • Time and material jobs are invoiced to the customer at about $50.00 to $75.00 dollars an hour plus the cost of all materials used. • If 2 tech’s work 4 hours and use $100.00 dollars worth of material, then the customer gets charged for all that time plus material…….

7. CUSTOMER RELATIONS & BUSINESS PRACTICES • 2 tech’s at 60 dollars an hour for 4 hours equals $480.00 dollars plus $100.00 for materials with a 15% mark up comes out to a total of $595.00 for half the day. • If you don’t show up the job may not be able to get done and if it is an urgent job it may go to a contractor that can do it for that scheduled day that you took off.

8. CUSTOMER RELATIONS & BUSINESS PRACTICES • This could result in a real bad reflection on you and really disappoint your employer, not to mention the impact on a possible future raise. • Conversely, most projects are bid work. • This means a set price is established and the job has to be done for that price no matter what.

9. CUSTOMER RELATIONS & BUSINESS PRACTICES • If you’re continually late and leaving early you’re essentially eating up all the hours on the project and stealing from the company. • Five or ten minutes here and there may not seem like much, however consider this……….

10. CUSTOMER RELATIONS & BUSINESS PRACTICES • A project is bid for 800 hours. • There are 10 technicians on the project • that means the project should be completed in 2 weeks. • 1 tech @ 40hrs, per week, 10 techs = 400hrs. per week, therefore 2 weeks = 800hrs.

11. CUSTOMER RELATIONS & BUSINESS PRACTICES • You’re 10 minutes late everyday for 1 week and left ten minutes early on Friday, 4 other techs left 10 minutes early on 2 Fridays as well. • 2 techs come in 5 minutes late everyday for 2 weeks, 1 tech was 10 minutes late twice, 1 tech left 15 minutes early one day. • All small numbers………

12. CUSTOMER RELATIONS & BUSINESS PRACTICES • That comes out to a total of 5 hours. • This is only for a small job, as the projects get bigger so do the lost time numbers. • This does not take into account the extra time to find out where to go and what to do on the job because you came in late. • So the lost time numbers will almost double.

13. CUSTOMER RELATIONS & BUSINESS PRACTICES • 10 minutes late x 5 days = 50 min. • 1 left 10 minutes early = 10 min. • 4 techs leave 10 min. early • twice = 80 min. • 2 techs 5 min. late everyday • for 2 weeks = 100 min. • 1 tech 10 min. late twice= 20 min. • 1 tech left 15 min. early = 15 min. • Total over 2 weeks 295/60 = 4.91 hours

14. CUSTOMER RELATIONS & BUSINESS PRACTICES The previous slides provide an insight to what a team leader, licensed tech or foreman would generally track during a project.

15. CUSTOMER RELATIONS & BUSINESS PRACTICES DRESSING APPROPRIATELY: • Most companies provide company shirts, wear them, you are representing your employer and yourself. • Your clothes should be clean and not torn. • Some t-shirts are unacceptable when working as a service tech………..

16. CUSTOMER RELATIONS & BUSINESS PRACTICES SOME GOOD EXAMPLES OF NOT APPROPRIATE;

17. CUSTOMER RELATIONS & BUSINESS PRACTICES • Muscle shirts (aka wife beaters) are not allowed on any job. • Boots are mandatory, not hiking boots or black sneakers. • Shorts are typically not acceptable.

18. CUSTOMER RELATIONS & BUSINESS PRACTICES PERSONAL HYGENE IS ALSO IMPORTANT, ESPECIALLY IF YOU’RE GOING TO BE IN FRONT OF CUSTOMERS. SMELL GOOD CLEAN SHAVEN FRESH BREATH CLEAN CLOTHES

19. CUSTOMER RELATIONS & BUSINESS PRACTICES TOOLS: • It is expected that you will have your tools everyday. • As a tradesman your are useless without your tools.

20. CUSTOMER RELATIONS & BUSINESS PRACTICES • You will be held responsible for any company tools you use, so beware, if you sign out a tool from your shop it must be brought back in the same condition. • Check the tools before they leave the shop to make sure nothing is missing.

21. CUSTOMER RELATIONS & BUSINESS PRACTICES COMPANY TOOLS; CURRENTLY $6800.00

22. CUSTOMER RELATIONS & BUSINESS PRACTICES COMPANY VEHICLES; • Your employer may give you a company van, they expect you to wash it regularly, it’s a rolling billboard. • They will expect you to maintain it (at their expense).

23. CUSTOMER RELATIONS & BUSINESS PRACTICES • It will probably be inspected once in awhile and may even have a GPS tracking system which means they will know how fast your driving. • They will also know where vehicle is at all times.

24. CUSTOMER RELATIONS & BUSINESS PRACTICES • You will also be responsible for tickets incurred for parking in the wrong place.

25. CUSTOMER RELATIONS & BUSINESS PRACTICES COMPANY POLICY: • You will more than likely receive a company handbook when you’re hired. • It is your responsibility to read it and understand it. • Failure to follow company policy is grounds for termination.

26. CUSTOMER RELATIONS & BUSINESS PRACTICES DO WHAT YOU SAY YOU CAN DO: • This may seem trivial, however it is a huge issue in the field. • Some technicians may brag that they are the best in Connecticut yet time and time again they fall short of expectations that they themselves set. • Unless you’re prepared to perform per you’re bragging, don’t brag.

27. CUSTOMER RELATIONS & BUSINESS PRACTICES DO WHAT YOU SAY YOU CAN DO: • Like wise don’t be afraid to say you do not know, ask a lot of questions. “do not judge a man by his answers, but by the questions he asks.” make sure you write everything down! even on the job you’re still taking notes

28. CUSTOMER RELATIONS & BUSINESS PRACTICES COOPERATIVE BEHAVIOR: • Your ability to effectively communicate with your employer and other employees is important. • Avoid verbal fights and even physical fights, walk away.

29. CUSTOMER RELATIONS & BUSINESS PRACTICES • This business is all about building relationships, especially customer relationships. • Conduct yourself as if it is your business, with this attitude you can build a solid network of individuals and customers that can help perpetuate your success.

30. CUSTOMER RELATIONS & BUSINESS PRACTICES • After your apprenticeship is done and you have your 4000 hours in you will be required to register for a test to get your license. • Your employer can not keep you on as an apprentice indefinitely, it is against state statues.