Running the shop: customer communication, comfort sales, dispatch, department management, finance, people, teaching, inventory and the regulatory shifts reshaping the trade.

17 skills in 8 sections · listed in learning order

Customer communication

1. Customer communication fundamentals

   Greet, listen, explain and close a visit or call so the customer feels heard and knows what happens next.

   Foundation No courses yet

Sales & comfort advising

1. Explaining system options to homeowners

   Translate equipment choices, efficiency ratings and operating costs into the customer's goals and constraints.

   Core No courses yet

2. Rebates and incentive programs

   Find, qualify and paper the utility, state and federal incentives that make a higher-efficiency proposal affordable.

   Core No courses yet

3. Comfort advisor sales process

   Run an in-home consultation from discovery through proposal and follow-up, built on a real load calculation.

   Core No courses yet

4. Pricing and proposals

   Price work from true costs and build proposals that are clear, complete and profitable.

   Core No courses yet

Dispatch & office operations

1. Call handling and booking

   Take service and sales calls, triage urgency, capture the right information and book the visit.

   Foundation No courses yet

2. Dispatching and scheduling

   Match technicians to calls by skill, location and urgency, and keep the board moving when the day changes.

   Core No courses yet

3. Office operations and administration

   Run the paperwork behind the trucks: permits, warranty registration, invoicing, collections and records.

   Core No courses yet

Department management

1. Service department management

   Lead a service team with the metrics, meetings and coaching that produce consistent, honest work.

   Advanced No courses yet

2. Installation department management

   Run installs from sold job to commissioned system: job packets, crew scheduling, quality checks and handoff.

   Advanced No courses yet

Finance & ownership

1. Financial fundamentals for contractors

   Read a P&L and balance sheet, manage cash flow and set pricing from break-even and margin targets.

   Advanced No courses yet

2. Leadership and company culture

   Set direction, build a culture people stay for and make decisions as the business grows past what one person can see.

   Specialist No courses yet

People & teaching

1. Hiring and onboarding

   Recruit, interview and onboard technicians and office staff so they are productive and safe quickly.

   Advanced No courses yet

2. Teaching and mentoring technicians

   Teach a skill so it sticks: break it down, demonstrate, let them do it, give feedback and check for understanding.

   Advanced No courses yet

Supply & logistics

1. Inventory and warehouse management

   Stock trucks and the warehouse to the jobs you actually do, track parts and refrigerant and keep tools accounted for.

   Core No courses yet

Industry outlook

1. Digital tools and remote diagnostics

   Use connected probes, equipment telemetry and field software to diagnose remotely and run a shop on data.

   Core No courses yet

2. Regulatory and technology transition

   Track the refrigerant transition, electrification policy, grid-interactive programmes and emerging heat pump technology.

   Advanced No courses yet