HVAC

Amy O’Grady went from the fashion industry to an effective contractor and leader in the heating and cooling industry 

Women in HVACR (WHVACR), a nonprofit organization dedicated to empowering women in the heating, ventilation, air conditioning and refrigeration trades, today announced it has appointed industry sales and marketing expert and licensed HVAC contractor Amy O’Grady as its first executive director.

O’Grady brings more than 13 years of experience as a licensed contractor, sales and marketing director and events manager to the WHVACR family. She also served four years as the executive director for the North Florida Air Conditioning Contractors Association (NFACCA).

“Women in HVACR has always been a completely volunteer-only organization, but since we now offer such a long list of networking events, educational programs and scholarship funds to our members, we needed someone on our permanent staff to manage all the good work that we do,” said 2024 WHVACR President Lori Tschohl. “With her background in the HVAC industry and executive director leadership, Amy brings a unique blend of creativity and strategic vision to our organization. We are confident she will provide the necessary oversight to help our board achieve its goals and take Women in HVACR to new heights.”

O’Grady is a graduate of Florida State University with a bachelor’s degree in textiles and consumer sciences. After starting her career as a product developer and assistant buyer in the fashion industry, O’Grady began honing her leadership skills in business development, marketing and event planning as a  marketing manager for a regional grocery chain and for Charlie’s Tropic Heating & Air Conditioning, Inc. in Atlantic Beach, Florida.

“It was during my tenure as marketing director for Charlie’s Tropic that I discovered my passion for the HVAC industry and entrepreneurship,” O’Grady said. “I was able to modernize the company’s identity by crafting unique content and developing data-driven marketing programs to stay on top of the ever-changing digital market.”

She also reached a significant milestone at the HVAC company by becoming a licensed contractor, which helped her master her craft and put her on her current career trajectory.

Her next position was as the executive director for the NFACCA, where she demonstrated her adaptability and willingness to learn new skills. She spent more than four years in this role before accepting the position at WHVACR.

“My role at NFACCA certainly helped prepare me for the job I’m taking on at Women in HVACR,” she said. “I look forward to bringing my industry knowledge to our team so that I can help this organization grow and create a dynamic environment that inspires more women to start careers in the skilled trades.”

For more information about Women in HVACR, visit www.womeninhvacr.org/.

For tradespeople, success hinges not just on technical expertise but on the quality of their relationships with clients. In a market where skills are often on par across the board, delivering exceptional customer service can set a tradesperson apart from the competition. Not only can excellent service enhance client satisfaction, but also it can foster repeat business and build a stellar reputation, all of which are essential for sustained success.

Below, we’ll go over seven tips for enhancing customer service and promoting stronger relationships in the trades.

1. Provide Clear Communication

First and foremost, being clear and communicative is crucial in the trades industry, where the specifics of the work might not be easily understood. Effective communication involves keeping clients well informed about job details, timelines, possible disruptions and progress. The better communication, the fewer misunderstandings and dissatisfaction. By making sure clients are consistently updated and feel listened to, tradespeople lay a foundation of trust and respect, which is indispensable for maintaining long-lasting business relationships.

2. Manage Expectations

Transparency from the start is key to building relationships as well. Tradespeople should be open with clients about what can realistically be accomplished given the available resources and time. Discussing limitations and setting clear, achievable goals right from the first meeting helps prevent client frustration with the final outcome. This approach also builds trust and minimizes the risk of negative feedback, thereby safeguarding the tradesperson’s reputation.

3. Exceed Client Needs

“Wowing” clients involves going beyond the basic requirements to provide service that adds real value to their lives. Whether it’s accommodating a client’s schedule or providing additional maintenance tips after the job is done, these actions enhance client satisfaction and loyalty, increasing the likelihood of repeat business and recommendations. For example, in sewer repair, a tradesperson might offer a complimentary follow-up inspection to confirm everything is functioning correctly and there are no further concerns. This approach makes the customer feel well cared for and valued.

4. Provide Proactive Problem-Solving

Generally, this relationship-building strategy requires anticipating potential issues and addressing them before they become problematic. This might mean advising on future risks to a plumbing or electrical system and how to avoid them. Showing foresight in this manner demonstrates that the provider is invested, not just in the immediate job but also in the client’s long-term welfare. This approach works to solidify a tradesperson’s reputation as thoughtful and reliable, encouraging clients to develop a lasting professional relationship.

5. Personalize the Client Experience

Making the whole process feel made to order can make a world of difference. This approach entails showing respect as well as a thorough understanding of individual client needs and preferences. It goes beyond remembering names; it’s about adapting communication styles, integrating personal preferences and showing genuine interest and respect for their space and time. Personalized service makes clients feel uniquely valued and cared for, significantly enhancing their overall experience and satisfaction.

6. Offer Flexible Solutions

Being able to accommodate different budgets and needs demonstrates a tradesperson’s adaptability and commitment to client satisfaction. By tailoring solutions to individual circumstances, tradespeople build stronger relationships and enhance their reputation as considerate and client-focused professionals. This flexibility can significantly increase client trust and encourage long-term loyalty.

7. Follow Up Consistently

Regular check-ins with clients after the completion of a job help confirm they remain satisfied. This is not just to address potential issues but also to offer continued support and advice. Such follow-up can transform a one-time job into an ongoing service relationship, providing tradespeople with a steady stream of loyal customers.

Cementing Success Through Service Excellence

Strong client relationships are the backbone of a thriving trade business. Putting these tactics into practice helps guarantee that clients are not only satisfied but also delighted with the service they receive. This in turn builds a better relationship and even encourages positive referrals.

Put simply, by prioritizing top-notch customer service today, tradespeople are investing in a prosperous and reputable tomorrow.

Kareem Haddad is the owner of Absolute Rooter & Plumbing, a family-owned and operated company that has been improving the plumbing systems of Orange County and surrounding areas since 2010.

Malco to provide tools to be used in championship skills-testing event, highlighting top tradespeople from across the US 

Malco Tools, one of the nation’s leading solution developers and manufacturers of a variety of high-quality tools for the HVAC trade, announced that it is partnering with the ServiceTitan Elite Trades Championship Series (ETCS) to sponsor the 2024 ServiceTitan HVAC National Championship.

During ETCS, top tradespeople from across the U.S. go head-to-head in a series of challenging and skill-testing events throughout the year, culminating in one final round of competition for the top 10 HVAC professionals and top 10 HVAC apprentices in West Palm Beach, Florida, in September 2024. Malco will provide tools for the finalists to use during the championship, where they will prove their skills in a custom-built arena by installing equipment in a short timeframe while being judged on their workmanship, proper tool usage and safety.

“We are excited to help power the exciting ServiceTitan Elite Trades Championship Series to shine a spotlight on the high-quality skills HVAC tradespeople use on the job every day,” said Rebecca Talbot, vice president of marketing for Malco Tools. “HVAC pros are incredibly skilled, and Malco is proud to support a platform that allows them to showcase their expertise in their craft.”

The ETCS program was built to celebrate the importance and incredible range of skills the people in the trades implement every day that keeps the country running. ETCS is dedicated to showcasing the incredible career opportunities in the industry, growing local and national support for all of the trades and developing new platforms that expand the awareness of the amazing stories of the men and women in the trades.

Malco is a strong supporter and advocate of careers in the trades, donating significant quantities of in-kind products and apparel annually to a variety of skilled trade education programs, competitions and events across the country. Malco also coordinates the “Head of the Class” Student Recognition Program that partners with education programs in the U.S. to recognize high-achieving students and entire graduating classes in the HVAC/sheet metal and building construction fields. To date, Malco has reached more than 85,000 trade students through Head of the Class.

For more information about Malco Tools, visit www.malcotools.com. For more information about the ServiceTitan HVAC National Championship, visit www.hvacnationals.com.

Easily and quickly cut tubing – even in confined spaces – with the AutoCut^® family of copper and plastic tubing cutters from General Pipe Cleaners.

Offering true “one-hand” operation with no knobs to turn, AutoCut tools for copper tubing are more compact and convenient than using conventional copper tubing cutters. And, AutoCutPL^® plastic tubing cutters offer a similarly fast, easy way to cut PEX and CPVC-CTS plastic tubing.

Just close the gate over the tube and, while squeezing the gate closed, rotate AutoCut in the direction of the arrows. The hardened steel cutting wheel automatically tightens as you twist, quickly producing clean, uncrushed, square cuts in as little as one rotation.

Great for use in tight workspaces, AutoCut solutions let you cut tubing with less than one inch of clearance. Both AutoCut and AutoCutPL come in three sizes – 1/2”, 3/4”, and 1”. They fit in the palm of your hand. Carry one of each in your toolbox!

Get hundreds of cuts with accuracy and ease. The handy blade guard protects your fingers – and easily replaceable AutoCut blades – from workplace and toolbox damage.

For more information, contact the Drain Brains^® at General at 800-245-6200, or visit https://drainbrain.com/autocut