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What Business Owners Really Want from Technicians (Joe Bates from Northern Air Plumbing & Heating)

⏱️ 42:02 🎤 Chris Elmore, Joe Bates, Melissa, Alex
AUDIO EPISODE
What Business Owners Really Want from Technicians (Joe Bates from Northern Air Plumbing & Heating)
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Chapters

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  • 0:00
    Welcome to Windshield Time
    Host Chris Elmore introduces Joe Bates and the topic of owner perspectives on technicians.
  • 2:02
    Joe's Unexpected Texas Trip
    Chris recounts how Joe, unknowingly, was in the same area as him despite canceling a meeting.
  • 5:53
    Desert Island Essentials
    Joe shares his choices for a book, album, and drink if stranded on a remote island.
  • 13:29
    Northern Air Business Overview
    Joe details his company, Northern Air Plumbing, Heating, Electrical, its sales, and market position.
  • 17:36
    The Start of a Plumbing Career
    Joe explains how he got into plumbing and his journey to owning Northern Air.
  • 24:35
    What Makes a Great Technician
    Joe outlines the key qualities he looks for in a technician, including skills, attitude, and customer care.
  • 29:19
    Core Values in Business
    Joe elaborates on his company's core values: calm, confident, supportive, hungry, humble, smart, and profitable.
  • 45:10
    Technicians and Owner Expectations
    Joe discusses what owners want technicians to understand and how to better communicate.
  • 51:13
    Importance of Home Life Balance
    Joe advises technicians to prioritize a stable home life for professional success.
  • 56:15
    The Power of Checklists
    Joe emphasizes the importance of using checklists for technicians.

Speakers

C
Chris Elmore
Host — Service Excellence
J
Joe Bates
Northern Air Plumbing Heating Electrical
M
Melissa
A
Alex
Host

Key Takeaways

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Cultivate a desire for continuous learning and improvement in your trade; never assume you know everything, but be confident in your knowledge.

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Prioritize genuine care for the customer experience and how your actions reflect on the company's reputation.

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Adopt core values such as being calm, confident, supportive, hungry, humble, and smart, as these contribute to both personal and company success.

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Understand that profitability is essential for business sustainability and growth, benefiting both the company and providing stable careers for technicians.

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Communicate openly with your owner or management about personal challenges, as most owners care about their employees' well-being outside of work.

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Focus on maintaining a solid home life and healthy relationships, as personal stability directly impacts professional performance and mental health.

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Consistently use checklists in your work, as they are a game-changer for accuracy and efficiency, often requested by owners.

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