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June 25, 2010
Sponsored by......
CallSource
31280 Oak Crest Dr.
Westlake Village, CA
818-673-4703 (Direct)
877-DNYSTROM (Cell)
877-288-9001 (Fax)
dnystrom@callsource.com
www.CallSource.com
In This Issue
Upcoming Events/Seminars
ACCA-AZ Night at the Diamondbacks!
Diamondbacks vs Cubs
Monday, July 5
1:10 pm Chase Field
Blueprints for Tomorrow
Business Owner Breakfast
"How to be in Business Today... and Still Sleep at Night"
Wednesday, July 14
9332 E. Raintree Dr.
Suite 130
Scottsdale, AZ 85260
RSVP to 480-596-1525 or karen@blueprintfortomorrow.com
ACCA-AZ 2nd Annual Battle of the Contractors and Suppliers Bowling Tournament
Thursday, August 26
Check in: 6:30 pm
Tournament Begins:
7:00 pm
AMF Shea Village Lanes
10870 N. 32nd St.
Phoenix, AZ
(North of Shea Rd.)
$39.00/person
Includes 3 games, shoes,
pizza & soda!
For additional information on ACCA-AZ events and sponsorships contact:
cjackson@acca-az.org or
call (602) 298-5454
New Members
Clark Electrical
Sean Coulbourne
10820 N. 71 Place
Scottsdale, AZ 85254
480-948-6867
Affiliate Member
Colonial Life in
Association with
Barr & Associates
2701 E Thomas Rd
Suite G
Phoenix, AZ 85016
602-532-9601
Affiliate Member
Ky-Ko Roofing Systems
Sandra Ahrens
1912 West Parkside Lane
Phoenix, AZ 85027
602-908-5490
Affiliate Member
Williams Mechanical Services. LLC
Tim Williams
10032 N 42nd Ave
Phoenix, AZ 85051
602-930-8789
General Member
Community Involvement
ACCA-AZ is asking all members to donate food (can be dropped off at the ACCA-AZ Office) and volunteer if possible at the Paradise Valley Emergency Food Bank
10862 N. 32nd St.
Phoenix, AZ 85028
602-867-9228
Member Specials
CTS Computer Technology Solutions
CTS recently joined ACCA-AZ. "We are excited to be a part of such a dynamic association and to show our commitment to our fellow members. Please enjoy the current discount (click here) and try us out today!!!"
To access the D-backs
Ticket Dugout,
CLICK HERE and the
instructions will follow:
Don’t forget to add this
link to your favorites!
ACCA-AZ Diamond Backs
Account Executive:
P. J. Keene
602-462-4111 or
pkeene@dbacks.com
Focus on Financing
Is your business starting to grow again? Is cash flow becoming a concern?
One of our members, Phyllis Rector of The Interface Financial Group, provides a “use-it-as-you-need-it” service to speed up your cash flow. Here’s how it works: if you are waiting 30 to 45 days to get paid on a job, Phyllis can purchase that invoice at a small discount and take over the waiting period. When she gets paid, she rebates back to your company the difference between the discount and the fee. It’s called spot factoring, and in today’s economic climate it has proved to be the lifeblood of many small businesses.
The Interface Financial Group has been financing contractors, and others, for over 35 years. Phyllis brought a financial background to the Interface office she opened 3 years ago. Realizing that the HVAC industry plays an integral part of the Arizona economy, Phyllis joined ACCA-AZ two years ago and serves on the Membership Committee. She’s not quite a native, but she has lived in Arizona with her family for over 20 years.
Give Phyllis a call at 480-609-7044 to find out how she can speed up your cash flow.
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"Contracting Week" Features Four Powerhouse Events for HVACR Pros
June 17, 2010
Kevin Holland, ACCA
October Events in Fort Worth Include Green Contracting Summit,
Plus Meetings for Service Managers, Commercial Contractors, and Refrigeration Contractors
The Air Conditioning Contractors of America (ACCA), the nation's largest association of professional environmental systems contractors, has announced four major educational events for HVACR professionals that will be held over the course of one week in Fort Worth this October.
Together, these events make up Contracting Week, a brand-new annual event bringing together contractors in a number of fields for specialized training and networking. By bringing the two-day meetings together over the course of one week, participants gain a number of options for expanding their leadership skills. Contractors can attend one two-day event, or choose specially-priced packages for two events or even the whole week.
Contracting Week 2010 is presented by ACCA in partnership with the Air Conditioning, Heating and Refrigeration News. The events of "Contracting Week 2010" will be held at the Sheraton Fort Worth in Fort Worth, Texas from October 5-10, 2010.
Registration is now open for all four events held during Contracting Week at www.contractingweek.com or by calling 703-824-8856. There are also specially-priced packages available, allowing participants to sign up for two events or the whole week. Early bird registration, with a $100 discount, is available through August 13.
Limited sponsorship opportunities are also available for each event; for display and sponsorship info, contact Richard Ware at 703-824-8843 or richard.ware@acca.org.
ACCA-AZ June Member Lunch Meeting
On June16 the Air Conditioning Contractors of America – Arizona Chapter (ACCA-AZ) held its Legislative Forum for the Arizona HVACR industry. This annual event was held at Climatec, Inc., in Phoenix, Arizona. The Featured Speakers were: J.D. Hayworth, Candidate for US Senate and Former US Representative; Catherine Eden, PhD, Candidate for US Senate and Former Director of the Arizona Department of Health Services. John Mc Cain, Current US Senator was invited to speak, but was called away to Washington D.C. The moderator was Fidelis Garcia, Attorney
The ACCA-AZ Legislative Luncheon offered attendees an opportunity to personally meet and greet elected officials/candidates and engage them in dialogue on state and national issues.
Also on the program: Real Reasons Why to Use Social Media, sponsored by Phoenix Wholesale and presented by Donna Newman of We Build Your Social Media. This was an informative lunch meeting and everyone in attendance enjoyed this event!
Corky Pond, Climatec, Inc. and Past President of ACCA-AZ; Tom Palmer, Palm Aire; Louis Hobaica, Hobaica Services; J.D. Hayworth, Candidate for US Senate; Daryl Royse, Economy Air Conditioning & Heating and ACCA-AZ President; Catherine Eden, PhD, Candidate for US Senate; Joe Nichter, Tri City Mechanical and National ACCA Board Member; Jason Downing, Dave Downing and Associates; Antoine Coffer, ACCA-AZ Executive Director
Donna Newman, We Build Your Social Media
Thank you to the ACCA-AZ Volunteers
Mark Morgan - CTS Computer Technology Solutions
Darrell Washington - National Bank of Arizona
You Can't Blame the Untrained
By Jas Jackson, June 25, 2010
HVAC Contractors live and die by training. NATE Certification is almost standard practice for Contractors. You feel confident to promote the NATE emblem on your service truck, business cards, and website. Consumers find it soothing to know that they are in good hands with knowledgeable Service Techs or Installation Crews.
So why don’t Contractors focus the same attention to training Call-Handlers?
The most important position within a Contractor’s Business is the Call-Handler. A Contractor’s Brand is built by those that answer the phones. They are the first opportunity to help and provide guidance when a customer calls in needing service. Your service and installation crews don’t go on a single appointment until the Call-Handler has successfully executed in their job. Ultimately, they control the fate and future of the Contractor’s business.
Understanding what is being said on the phone is the first step in gaining insight as to how effective your Call-Handlers are. When Contractors go into business or grow their current operation, they must ensure the phones are answered properly. Let’s face it; you’re looking for someone just as knowledgeable and courteous as yourself. That’s how you built your Brand to this point. A Contractor must maintain that same level of expertise and professionalism to keep growing. You need to replicate yourself one, three, or ten times over (depending on how large your business is) with each Call-Handler. That’s hard to do.
Everyone excels at different things. What you do well, is completely different for the person you are going to hire. This is why training is so vital to the success of your business. Most Contractors try to utilize scripts but they end up sounding very robotic to your customer. It’s rather difficult to measure if the scripts are regularly followed. In addition, when listening to your Call-Handler on a call it can be quite subjective as to whether it was handled appropriately, especially when you only hear one side.
This daunting task can be easily managed through technology. Contractors wear many hats; as the business grows, so do the responsibilities. Time is one thing Contractors wish they had more of. They hire more people because they can’t do it themselves anymore. By recording incoming phone calls, Contractors can listen to calls to:
- Identify which calls were true leads
- Understand appointment conversion rates
- Improve call-handling skills
- Most importantly, targeting specific areas of training for each Call-Handler
With the right technology solution this can all be done for you. Knowing where to train can save both time and money. You wouldn’t send your office manager to service an HVAC unit; you send your NATE Certified Technicians. Why? They have been properly trained to handle the job. Well, the same should apply to those who answer the phone for you.
If you don’t train Call-Handlers, how can you expect them to handle sticky situations, build value, set more appointments, and represent the Brand you built?
You can’t blame the untrained. Protect your largest investment, your employees. Empower them to do more, develop their skills, and teach them how to do become more effective. You will be the one to benefit in the end. They will be setting more appointments, you will close more opportunities, and your business will become more profitable. By implementing a technology solution, you can better manage this process. You will be able to free up valuable time to focus on other aspects of growing your business. If you don’t have enough time to do this yourself, you can entrust a technology company to help do this for you.
Jas Jackson, Director of HVAC, RESULTS powered by CallSource, (888) 988-HVAC
Summer Bowling Tournament Challenge Announced
Howard Air, the 2009 champions, have already registered to defend their title!
They are challenging YOUR company to put together a team that DARES to take them on!
Be there for the 2nd Annual ACCA-AZ Battle of the Contractors vs Suppliers Bowling Tournament!
Committee Members Needed
Plan Safety Committee
This committee manages the ACCA-AZ Association Dividend Plan through SCF Arizona. Specific responsibilities include publishing safety articles in newsletter, scheduling and promoting safety training to members, advising and consulting with members regarding workplace injuries.
Events & Charities Committee
This committee is responsible for development and implementation of social events for the association, as well as membership meetings. The committee also selects and monitors community service and charitable programs undertaken during the year.
*Each committee meets 7 times per year with summers off. Please call the office for more information on how you can make a difference in improving our industry.
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