Editor’s Notebook

TERRY Tanker Publisher ttanker@hvacrbusiness.com

PETE Grasso Editor pgrasso@hvacrbusiness.com

MEGAN LaSalla Art Director mlasalla@hvacrbusiness.com

BRUCE Sprague Circulation Manager bs200264@sbcglobal.net

BARBARA Kerr Executive Assistant bkerr@hvacrbusiness.com ADVERTISING STAFF EAST COAST/SOUTHEAST JIM Clifford Regional Sales Manager Tel 201-362-5561 Fax 201-334-9186 jclifford@hvacrbusiness.com

MIDWEST ERIC Hagerman Regional Sales Manager Tel 216-409-3246 Fax 440-731-8750 ehagerman@hvacrbusiness.com

WEST COAST TERRY Tanker Publisher Tel 440-731-8600 Fax 440-731-8750 ttanker@hvacrbusiness.com

HVACR Business, founded January 1981, is a monthly national trade magazine serving contractors, mechanical engineers, manufacturers, manufacturer representatives, wholesalers, distributors, trade associations, and others in the heating, ventilating, air conditioning and refrigeration (HVACR) industry primarily in the U.S. The editorial focus and mission of HVACR Business is to provide business owners and managers with the very best business management concepts available. Critical topics covered include leadership, management, strategy, finance, sales, marketing, training, education, staffing, operations, human resources, legal issues, customer service and more. We are dedicated to helping contractors master these key management skills and provide them with the resources necessary to build strong, profitable companies. Every effort is made to provide accurate information, however, the publisher assumes no responsibility for accuracy of submitted advertising and editorial information. Copyright©2020 by JFT Properties LLC. No part of this publication may be reproduced or retransmitted in any form or by any means, including, but not limited to, electronic, mechanical, photocopying, recording or any information storage retrieval system, without the prior written permission of the publisher. Unauthorized copying may subject violators to criminal penalties as well as liabilities for substantial monetary damages up to $100,000 per infringement, costs and attorneys’ fees. This publication should not be utilized as a substitute for professional advice in specific situations. If legal, medical, accounting, financial, consulting, coaching or other professional advice is required, the services of the appropriate professional should be sought. Neither the authors nor the publisher may be held liable in any way for any interpretation or use of the information in this publication. The authors will make recommendations for solutions for you to explore. Any recommendation is always based on the authors’ research and experience. The information contained herein is accurate to the best of the publisher’s and authors’ knowledge; however, the publisher and authors can accept no responsibility for the accuracy or completeness of such information or for loss or damage caused by any use thereof. Subscription Rates: Free and controlled circulation to qualified subscribers. Non-qualified persons may subscribe at the following rates: U.S. and possessions: 1 year $48; 2 years $75; 3 years $96; Canadian and foreign, 1-year $108 U.S. funds only. Single copies $8. Subscriptions are prepaid, and check or money orders only. Subscriber Services: To order a subscription or change your address, write to HVACR Business, 31674 Center Ridge Road, Suite 104, North Ridgeville, OH 44039 or call (440) 731-8600; or visit our Web site at www.hvacrbusiness.com. For questions regarding your subscription, please contact bkerr@hvacrbusiness.com. HVACR Business (ISSN 2153-2877) Copyright ©2020 is published monthly by JFT Properties LLC,31674 Center Ridge Road, Suite 104, North Ridgeville, OH 44039, Phone: 440- 731-8600. Periodicals postage is paid at North Ridgeville, OH and additional mailing offices. (USPS 025-431) POSTMASTER: Send address changes to HVACR Business, 31674 Center Ridge Road, Suite 104, North Ridgeville, OH 44039.

31674 Center Ridge Road, Suite 104 North Ridgeville, OH 44039 Tel: (440) 731-8600 Fax: (440) 731-8750 Web site: www.hvacrbusiness.com (ISSN: 2153-2877)

BY PETE GRASSO

EDITOR’S NOTEBOOK

Back in March, as the coronavirus pandemic began to take off in the U.S. and events were cancelling while many businesses scrambled to shift to a remote workforce, we were in the midst of putting together our April issue.

In the past few months, I’ve spoken to dozens of contractors from different parts of the country. While doing business today certainly has its challenges, we’re lucky to be in an industry that has not only been deemed “essential,” but one which is also in high demand.

One morning last week, I had to run a quick errand and while out for a seemingly short amount of time, I saw no less than six Stack Heating, Cooling & Electric vans on the road.

I mentioned this to Brian Stack during one of our conversations for this month’s Special Report on Business Software (pg. 10) and he said, “Ever since that heat wave Memorial Day weekend, we have been slammed … almost like COVID-19 doesn’t exist anymore. Everyone wants their AC!”

This is great news for Stack, who told me just three long months ago at the start of the pandemic that he had to lay off employees due to the lack of work. Unfortunately, COVID-19 does still exist and it doesn’t appear to be going

I remember a conversation I had with our publisher and I’ve heard similar stories from many contractors I’ve the rest of the staff, where we discussed whether or not we spoken with and, while the demand for their services should address the changing landscape. On the one hand, continues to grow, sadly, so too does the spread of being a monthly publication, we have to tread carefully coronavirus. when covering anything hyper-topical for fear it would be passé or outdated once we were printed. What we all thought — hoped — would be gone by the start of summer when states began to ease restrictions has,

On the other hand, we agreed COVID-19 was a world in fact, become more resurgent in many parts of the country health issue and as such it would be prudent for us to cover (and the world). this important topic. With issue content planned out well in advance, we rarely have to make major adjustments at the last minute. We felt it was necessary in Safety starts at the top and should be the priority of everyone, for the sake of your Back in March and April, customers were cancelling maintenance appointments for fear of letting someone from the outside into their homes. Many of you responded by bolstering this case because helping you navigate the uncertain business business and your customers. your communication efforts to ensure your customer base that climate during this time was the you are taking proper precautions right thing to do, not only for the to protect their safety. sake of your business, but for the safety of your employees and customers. Now, as temperatures continue to soar — and with many of your customers still working from home — calls for AC

Our cover story that month was written by Chris Hunter, will only keep growing and it’s more important than ever for then-president of Hunter Super Techs in Ardmore, Okla.; you to take proper safety precautions. and it dealt with how to lead during a crisis. I also wrote on this very page on the importance of communication during a pandemic. Don’t be fooled by the high demand for your service, customers still want to do business with a company they can trust. Communicate openly with your customers about how

That seems like ages ago. At the time, I don’t think anyone you’re ensuring not only their safety, but the safety of your thought we’d still be talking about how to do business in the employees and your community. midst of a pandemic in July. Yet, here we are. Are you taking employee temperatures at the start of each

away anytime soon. shift? Are you cleaning trucks and equipment every day? Are your technicians required to wear masks, gloves and shoe coverings?

Make sure your customers and prospects know that! Put their minds at ease before they even pick up the phone to call you. This is a service industry, but if the safety of your service to anyone.

u

employees and customers isn’t a priority, you’re not doing a