Show Information

Episode Number: 87

Date: May 12, 2025

Duration: 36:24

Host Contact Information

Host: Justin Deese

Website: JustinDeese.com

Contact: Justin@JustinDeese.com

Guest Contact Information

Guest: Rory Krueger

Company: Krueger Heating Cooling and Geothermal

Guest Website: www.callkrueger.com

Summary

In this episode of the Freedom Blueprint podcast, Justin Deese welcomes back Rory Krueger to discuss insights from the recent Service Nation Boston Summit and strategies for preparing HVAC businesses for the busy season. Rory emphasizes the importance of customer service, particularly how calls are answered, and the need for effective networking within the industry. He shares actionable tips for improving customer interactions and highlights the significance of collaboration among contractors to elevate the entire industry.

Takeaways

• Start with the way you answer the phone.
• Nothing happens until the phone rings.
• Develop a customer intake delivery system.
• Focus on the homeowner's experience, not just the broken item.
• The words we choose to use matter.
• Networking can elevate the entire industry.
• Training for CSRs is as important as for technicians.
• Implementing systems can improve customer satisfaction.
• Rising tides lift all boats in business.
• Be proactive in reaching out and collaborating with peers.

Chapters

00:00 Introduction and Background

03:04 Insights from the Boston Summit

06:01 Networking and Learning from Others

08:56 The Importance of Implementation

12:09 Customer Service and the Phone Process

14:59 Preparing for the Busy Season

18:01 Understanding Customer Needs

20:52 Creating a Positive Customer Experience

23:46 The Role of Networking in Business

27:12 Closing Thoughts and Advice

Keywords

HVAC, busy season, customer service, networking, Service Nation, business growth, industry insights, operational efficiency, customer experience, training