Business Development & Marketing


Successful Customer Service Practices for HVAC Service

Successful Customer Service Practices for HVAC Service and Retrofit Contractors provides strategies and procedures to keep a customer for life. It includes information on establishing a customer care culture and working within the "life cycle" of a customer. Prepared under the direction of the Residential Contractors Council Steering Committee, this manual helps identify and evaluate your customer types and effective service policies for each type, as well as the customer service role of each employee. Sample scripts are provided so companies can set procedures and train employees on proper customer interaction and phone etiquette.

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Residential Retrofit & Service Operations Management Program

The Residential Retrofit and Service Operations Management Program provides information on the latest methodologies to start up and run a profitable and successful residential and light commercial HVAC service and replacement department. This manual begins with an in-depth look at the financial considerations involved in this special type of work and moves into areas such as sales and operations, marketing methods, and personnel requirements. The appendices include a wealth of sample job descriptions for typical residential/light commercial personnel and very interesting "blog style" case studies offering valuable firsthand contractor advice.

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Book Mar 01 2011

Building Systems Analysis and Retrofit Manual

The second edition of the Building Systems Analysis and Retrofit manual provides methods to assess the major energy using elements of an existing building—electrical (lighting and motors) and HVAC. It provides a process that begins with a walk-through audit. Methods discussed include using building systems automation, envelope improvements, and demand control strategies including thermal energy storage. Contractors interested in new opportunities will find market entry guidance and ideas to assist them in the development of new business strategies that target the renovation of existing buildings. Existing buildings are often located near public transportation and development typically occurs on a building’s existing footprint. These two “green” drivers may combine with basic economic factors to produce a compelling incentive for many prospective building owners to choose renovation of an existing building over the construction of new facilities.

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  • Dollar SignCombo $205.00
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HVAC Contractors Guide to Bidding Green Building Projects

HVAC contracting firms interested in successfully bidding green building construction projects must be aware of additional requirements if the project is design-build, construction, commissioning, closeout and warranty period. This guide introduces HVAC contracting firm personnel to green building construction and provides information that will help them successfully bid green building construction projects. Updated to comply with LEED Version 3 (v3) green building rating systems.

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New Horizons Foundation Jul 07 2023

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Managing Supply Chain Disruption

In this paper, FMI and the New Horizons Foundation will share with you what best-in-class SMACNA member contractors have learned– and give you the tools to be more effective in managing supply chain disruption.

Contractor Operations Manual Jul 28 2021

Strategic Growth Amid COVID-19

COVID-19 has led to an unprecedented need to help mitigate the spread of the disease, creating huge areas of business growth opportunity for contractors. Properly designed and operating HVAC systems can help reduce the risks associated with virus transmission, and controlling airborne exposure to the virus is one way to mitigate the spread.

Changes to building operations, including the operation of heating, ventilating, and air-conditioning systems, can help reduce airborne exposures. Several areas have been identified as opportunistic by leading contractors including Indoor Air Quality, Outside Air Ventilation, Upgrades to air filtration, Fire and Life Safety, TAB work, preventative maintenance and service contracts, and Equipment replacement.  

This publication explores the areas that industry-leading contractors see as significant strategic business opportunities as a result of COVID-19. Updated July 2021

This document is free to members in the SMACNA Store.

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Webinar Jul 20 2021

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Webinar: The Steel Pricing Crisis

With the price of steel rising steadily and showing no signs of dropping soon, many contractors are left facing situations where profits on projects are suffering. SMACNA designed this webinar to provide the critical information our members need to come up with practical solutions when facing profit loss due to the current price of steel.


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Now Available - Ventilation Verification Webinar

Hear directly from several industry experts on the benefits of adding Ventilation Verification to your existing service offerings and how already familiar TAB skills and techniques can play an important role in offering this service to clients.


Deteriorating Backlogs: Responding to a New COVID-19 Reality

When 2020 kicked off, the construction industry was flying high. With a steady flow of work and bidding opportunities, large infrastructure projects on the horizon and sureties offering a seemingly endless supply of bonding, most contractors were hitting all-time-high revenues and profits, with healthy backlogs to keep the momentum going.

SMACNews Apr 30 2021

The Bidding Hack: 5 Ways to Increase Your Bid Win Rate

The pandemic led to one of the most difficult years in memorable history for the construction industry — one in which specialty contractors were hit particularly hard. According to a recent report from Autodesk, project bidding dropped roughly 34% in the 60 days following March 19, 2020, the day the first U.S. stay-at-home orders were mandated.

Webcast Apr 17 2020

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Staying Calm and Seizing Opportunities

Recognizing that strong, steady leadership in a time of crisis is an essential skill, SMACNA partnered with Eric Anderton, a trusted construction-industry expert and business partner to host a webcast on how you can rise to the challenges presented by the coronavirus pandemic and seize available growth opportunities.

Webinar Mar 21 2020

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Webinar: Federal Procurement Overview

The first webinar on the subject of contracting with the Federal Government explains what many other contractors have already discovered — how easy and profitable working for the Federal Government can be for your business.

Contractor Operations Manual Jan 01 2018

Construction Contracts: Alternative Delivery Methods

This paper provides a brief overview of alternative delivery methods for construction contracts and can serve as a primer for contractors interested in providing services to their clients outside of the traditional design-bid-build model.

At the beginning of most projects, clients have a strong bargaining position and can dictate the terms of the contracts. Understanding how these different contract models operate right from the outset will allow contractors to decide whether it makes sense to pursue a project, develop the “best” price in a competitive manner, and manage the risk associated with these alternative methods.

This document is free to members in the SMACNA Store.

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New Horizons Foundation May 01 2017

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Enhancing Your Organizational Structure: An Approach to Profitable Operations

This white paper focuses on traditional and functional organizational structures. It offers a simple and easily understood contrast and comment on the appropriateness of each approach. In contrast to the traditional structure, the paper concludes that a functional analysis of a firm’s operations can be “a tool for designing their organization going forward. It views a contracting company as a system of various inputs coordinated to create one desired outcome.”

New Horizons Foundation Jan 01 2006

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Residential HVAC Trends: Home Improvement Centers Enter the Installation and Service Market

This study examines trends and drivers that will impact future scenarios, specifically for the HVAC industry and the union segment of the trade. The research was developed through a combination of interview and surveys with HVAC industry stakeholders and an in-depth literature scan of private and public documentation, trade press, and industry reports.

New Horizons Foundation Oct 01 2004

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Tool and Material Management Systems

This guide provides practical considerations, tactics and processes that apply specifically to managing tools, equipment and off-the-shelf, consumable materials. It provides an easy-to-reference list of considerations, tactics, and processes for implementation and ongoing improvement.