1 CUSTOMER RELATIONS & BUSINESS PRACTICES EMPLOYEER’S EXPECTAIONS

2 CUSTOMER RELATIONS & BUSINESS PRACTICES EMPLOYER EXPECTATIONS Show up on time. Show up everyday, (reliability). Dress appropriately, (per company policy). Have your necessary tools. Follow the company policy. Do what you say you can do. Co-operative behavior. EMPLOYER EXPECTATIONS Show up on time. Show up everyday, (reliability). Dress appropriately, (per company policy). Have your necessary tools. Follow the company policy. Do what you say you can do. Co-operative behavior.

3 CUSTOMER RELATIONS & BUSINESS PRACTICES NOT SHOWING UP ON TIME WEIGHS HEAVILY ON EMPLOYER’S LIST OF THEIR BIGGEST PET PEEVES. Even though you show up only 5 minutes after your start time it gets noticed and slows down production. You should be on site or at the office 5 minutes before the start of work. NOT SHOWING UP ON TIME WEIGHS HEAVILY ON EMPLOYER’S LIST OF THEIR BIGGEST PET PEEVES. Even though you show up only 5 minutes after your start time it gets noticed and slows down production. You should be on site or at the office 5 minutes before the start of work.

4 CUSTOMER RELATIONS & BUSINESS PRACTICES Occasionally being late or being sick is unavoidable. It should go without saying that you need to call ahead and let your employer know this. A no call no show will put you on the short list (possible termination). Occasionally being late or being sick is unavoidable. It should go without saying that you need to call ahead and let your employer know this. A no call no show will put you on the short list (possible termination).

5 CUSTOMER RELATIONS & BUSINESS PRACTICES SHOWING UP EVERYDAY IS OBVIOUSLY ALSO VERY IMPORTANT. Your employer is depending on you to be their because he already has work scheduled and a commitment to the customer. In some cases it may be a T & M job, time and materials. SHOWING UP EVERYDAY IS OBVIOUSLY ALSO VERY IMPORTANT. Your employer is depending on you to be their because he already has work scheduled and a commitment to the customer. In some cases it may be a T & M job, time and materials.

6 CUSTOMER RELATIONS & BUSINESS PRACTICES Time and material jobs are invoiced to the customer at about $50.00 to $75.00 dollars an hour plus the cost of all materials used. If 2 tech’s work 4 hours and use $ dollars worth of material, then the customer gets charged for all that time plus material……. Time and material jobs are invoiced to the customer at about $50.00 to $75.00 dollars an hour plus the cost of all materials used. If 2 tech’s work 4 hours and use $ dollars worth of material, then the customer gets charged for all that time plus material…….

7 CUSTOMER RELATIONS & BUSINESS PRACTICES 2 tech’s at 60 dollars an hour for 4 hours equals $ dollars plus $ for materials with a 15% mark up comes out to a total of $ for half the day. If you don’t show up the job may not be able to get done and if it is an urgent job it may go to a contractor that can do it for that scheduled day that you took off. 2 tech’s at 60 dollars an hour for 4 hours equals $ dollars plus $ for materials with a 15% mark up comes out to a total of $ for half the day. If you don’t show up the job may not be able to get done and if it is an urgent job it may go to a contractor that can do it for that scheduled day that you took off.

8 CUSTOMER RELATIONS & BUSINESS PRACTICES This could result in a real bad reflection on you and really disappoint your employer, not to mention the impact on a possible future raise. Conversely, most projects are bid work. This means a set price is established and the job has to be done for that price no matter what. This could result in a real bad reflection on you and really disappoint your employer, not to mention the impact on a possible future raise. Conversely, most projects are bid work. This means a set price is established and the job has to be done for that price no matter what.

9 CUSTOMER RELATIONS & BUSINESS PRACTICES If you’re continually late and leaving early you’re essentially eating up all the hours on the project and stealing from the company. Five or ten minutes here and there may not seem like much, however consider this………. If you’re continually late and leaving early you’re essentially eating up all the hours on the project and stealing from the company. Five or ten minutes here and there may not seem like much, however consider this……….

10 CUSTOMER RELATIONS & BUSINESS PRACTICES A project is bid for 800 hours. There are 10 technicians on the project that means the project should be completed in 2 weeks. 1 40hrs, per week, 10 techs = 400hrs. per week, therefore 2 weeks = 800hrs. A project is bid for 800 hours. There are 10 technicians on the project that means the project should be completed in 2 weeks. 1 40hrs, per week, 10 techs = 400hrs. per week, therefore 2 weeks = 800hrs.

11 CUSTOMER RELATIONS & BUSINESS PRACTICES You’re 10 minutes late everyday for 1 week and left ten minutes early on Friday, 4 other techs left 10 minutes early on 2 Fridays as well. 2 techs come in 5 minutes late everyday for 2 weeks, 1 tech was 10 minutes late twice, 1 tech left 15 minutes early one day. All small numbers……… You’re 10 minutes late everyday for 1 week and left ten minutes early on Friday, 4 other techs left 10 minutes early on 2 Fridays as well. 2 techs come in 5 minutes late everyday for 2 weeks, 1 tech was 10 minutes late twice, 1 tech left 15 minutes early one day. All small numbers………

12 CUSTOMER RELATIONS & BUSINESS PRACTICES That comes out to a total of 5 hours. This is only for a small job, as the projects get bigger so do the lost time numbers. This does not take into account the extra time to find out where to go and what to do on the job because you came in late. So the lost time numbers will almost double. That comes out to a total of 5 hours. This is only for a small job, as the projects get bigger so do the lost time numbers. This does not take into account the extra time to find out where to go and what to do on the job because you came in late. So the lost time numbers will almost double.

13 CUSTOMER RELATIONS & BUSINESS PRACTICES 10 minutes late x 5 days = 50 min. 1 left 10 minutes early = 10 min. 4 techs leave 10 min. early twice = 80 min. 2 techs 5 min. late everyday for 2 weeks = 100 min. 1 tech 10 min. late twice= 20 min. 1 tech left 15 min. early = 15 min. Total over 2 weeks295/60 = 4.91 hours 10 minutes late x 5 days = 50 min. 1 left 10 minutes early = 10 min. 4 techs leave 10 min. early twice = 80 min. 2 techs 5 min. late everyday for 2 weeks = 100 min. 1 tech 10 min. late twice= 20 min. 1 tech left 15 min. early = 15 min. Total over 2 weeks295/60 = 4.91 hours

14 CUSTOMER RELATIONS & BUSINESS PRACTICES The previous slides provide an insight to what a team leader, licensed tech or foreman would generally track during a project.

15 CUSTOMER RELATIONS & BUSINESS PRACTICES DRESSING APPROPRIATELY: Most companies provide company shirts, wear them, you are representing your employer and yourself. Your clothes should be clean and not torn. Some t-shirts are unacceptable when working as a service tech……….. DRESSING APPROPRIATELY: Most companies provide company shirts, wear them, you are representing your employer and yourself. Your clothes should be clean and not torn. Some t-shirts are unacceptable when working as a service tech………..

16 CUSTOMER RELATIONS & BUSINESS PRACTICES SOME GOOD EXAMPLES OF NOT APPROPRIATE;

17 CUSTOMER RELATIONS & BUSINESS PRACTICES Muscle shirts (aka wife beaters) are not allowed on any job. Boots are mandatory, not hiking boots or black sneakers. Shorts are typically not acceptable. Muscle shirts (aka wife beaters) are not allowed on any job. Boots are mandatory, not hiking boots or black sneakers. Shorts are typically not acceptable.

18 CUSTOMER RELATIONS & BUSINESS PRACTICES PERSONAL HYGENE IS ALSO IMPORTANT, ESPECIALLY IF YOU’RE GOING TO BE IN FRONT OF CUSTOMERS. SMELL GOOD CLEAN SHAVEN FRESH BREATH CLEAN CLOTHES PERSONAL HYGENE IS ALSO IMPORTANT, ESPECIALLY IF YOU’RE GOING TO BE IN FRONT OF CUSTOMERS. SMELL GOOD CLEAN SHAVEN FRESH BREATH CLEAN CLOTHES

19 CUSTOMER RELATIONS & BUSINESS PRACTICES TOOLS: It is expected that you will have your tools everyday. As a tradesman your are useless without your tools. TOOLS: It is expected that you will have your tools everyday. As a tradesman your are useless without your tools.

20 CUSTOMER RELATIONS & BUSINESS PRACTICES You will be held responsible for any company tools you use, so beware, if you sign out a tool from your shop it must be brought back in the same condition. Check the tools before they leave the shop to make sure nothing is missing. You will be held responsible for any company tools you use, so beware, if you sign out a tool from your shop it must be brought back in the same condition. Check the tools before they leave the shop to make sure nothing is missing.

21 CUSTOMER RELATIONS & BUSINESS PRACTICES COMPANY TOOLS; CURRENTLY $

22 CUSTOMER RELATIONS & BUSINESS PRACTICES COMPANY VEHICLES; Your employer may give you a company van, they expect you to wash it regularly, it’s a rolling billboard. They will expect you to maintain it (at their expense). COMPANY VEHICLES; Your employer may give you a company van, they expect you to wash it regularly, it’s a rolling billboard. They will expect you to maintain it (at their expense).

23 CUSTOMER RELATIONS & BUSINESS PRACTICES It will probably be inspected once in awhile and may even have a GPS tracking system which means they will know how fast your driving. They will also know where vehicle is at all times. It will probably be inspected once in awhile and may even have a GPS tracking system which means they will know how fast your driving. They will also know where vehicle is at all times.

24 CUSTOMER RELATIONS & BUSINESS PRACTICES You will also be responsible for tickets incurred for parking in the wrong place.

25 CUSTOMER RELATIONS & BUSINESS PRACTICES COMPANY POLICY: You will more than likely receive a company handbook when you’re hired. It is your responsibility to read it and understand it. Failure to follow company policy is grounds for termination. COMPANY POLICY: You will more than likely receive a company handbook when you’re hired. It is your responsibility to read it and understand it. Failure to follow company policy is grounds for termination.

26 CUSTOMER RELATIONS & BUSINESS PRACTICES DO WHAT YOU SAY YOU CAN DO: This may seem trivial, however it is a huge issue in the field. Some technicians may brag that they are the best in Connecticut yet time and time again they fall short of expectations that they themselves set. Unless you’re prepared to perform per you’re bragging, don’t brag. DO WHAT YOU SAY YOU CAN DO: This may seem trivial, however it is a huge issue in the field. Some technicians may brag that they are the best in Connecticut yet time and time again they fall short of expectations that they themselves set. Unless you’re prepared to perform per you’re bragging, don’t brag.

27 CUSTOMER RELATIONS & BUSINESS PRACTICES DO WHAT YOU SAY YOU CAN DO: Like wise don’t be afraid to say you do not know, ask a lot of questions. “do not judge a man by his answers, but by the questions he asks.” make sure you write everything down! even on the job you’re still taking notes DO WHAT YOU SAY YOU CAN DO: Like wise don’t be afraid to say you do not know, ask a lot of questions. “do not judge a man by his answers, but by the questions he asks.” make sure you write everything down! even on the job you’re still taking notes

28 CUSTOMER RELATIONS & BUSINESS PRACTICES COOPERATIVE BEHAVIOR: Your ability to effectively communicate with your employer and other employees is important. Avoid verbal fights and even physical fights, walk away. COOPERATIVE BEHAVIOR: Your ability to effectively communicate with your employer and other employees is important. Avoid verbal fights and even physical fights, walk away.

29 CUSTOMER RELATIONS & BUSINESS PRACTICES This business is all about building relationships, especially customer relationships. Conduct yourself as if it is your business, with this attitude you can build a solid network of individuals and customers that can help perpetuate your success. This business is all about building relationships, especially customer relationships. Conduct yourself as if it is your business, with this attitude you can build a solid network of individuals and customers that can help perpetuate your success.

30 CUSTOMER RELATIONS & BUSINESS PRACTICES After your apprenticeship is done and you have your 4000 hours in you will be required to register for a test to get your license. Your employer can not keep you on as an apprentice indefinitely, it is against state statues. After your apprenticeship is done and you have your 4000 hours in you will be required to register for a test to get your license. Your employer can not keep you on as an apprentice indefinitely, it is against state statues.