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. […]

19Jan 2015

As business owners, or for anyone, it is important to consider the root of why things happen as they do. In this post I talk about how actions occur over time and always end up producing some kind of a result. Our lives really are a collection of systems, many of which we can adjust […]

18Dec 2014

Your team must see the operation in the same way you do. If you are going to be in control you are going to have to be in charge of your staff, and that means you will have to remove people who can’t or won’t deal with your vision. (Sorry about that.) You will replace […]

26Nov 2014

Fifteen years ago, in the depths of my workplace chaos, I was also dealing with a sick body and an exhausted mind. I was delirious during the day and couldn’t sleep at night. My doctor had me on antidepressants, then Ritalin, convinced my problems stemmed from depression—my hundred hour work weeks notwithstanding! But as a […]