13Feb 2017

If there is a problem with someone, have a meeting immediately. Talk it out one-on-one. If silence ensues, do something to promote dialogue. But be careful. If emotions are running high, consciously wait for the situation to calm down. Be accessible. Give people an opportunity to leave a private message if you are not available. […]

07Feb 2017

Centratel is a high-tech telephone answering service. For fifteen years it floundered, my personal life a reflection of its chaos. Then I attained a new “systems”  mindset, and immediately the pressure began to drop. Not too far down the line, as I relentlessly applied the protocols described here, my workweek was reduced 98 percent while […]

23Jan 2017

(Adapted from the book, Work the System: The Simple Mechanics of Making more and Working Less, Third Edition, by Sam Carpenter) Some years ago I participated in Cycle Oregon, a weeklong bicycle tour. It was early September, and two thousand of us pedaled an average of seventy-five miles each day through remote eastern Oregon. At […]

16Jan 2017

Everyone is familiar with the aphorism, “you get what you pay for” and it is the perfect place to start when looking at an HVAC telephone answering services. An answering service’s rates can directly impact the quality of call handling for your clients. Lowest rates and highest quality? It’s Simply Impossible An answering service cannot […]

30Dec 2016

At Centratel, my call center business, we have little staff turnover in our operations and administration departments. Only occasionally will an employee call in sick or arrive late. Everyone makes it to staff meetings. These are exceptionally positive, solid, good people — and they were that way before they showed up to work for me. […]

05Nov 2015

There are approximately 1,500 live telephone answering services nationwide, ranging in size from handling one hundred clients, to over four thousand. They are 24/7/365 operations, with the smallest answering service employing as few as ten employees, and the largest, over five hundred. The history of the answering service industry stretches back to the first days […]

26Feb 2015

I was a construction inspector working with line crews that build overhead electric power transmission lines. Following written construction designs, the crews use massive crane trucks to insert enormous seventy- to eighty-foot wood poles in the ground. Then they go back to string heavy-gauge conductor (wire) between them. It’s tough, dirty, and sometimes dangerous work. […]