the Air Wave January 2015 Birthdays... 1/2 Anniversaries... Colleen Rahn Signal Hill 21 Yrs Jack Scarsi City of Industry Gerardo Benitez Signal Hill 19 Yrs Tom Shelburne City of Industry 1/4 Curron Williams San Diego 1/5 Eric Turpin Lancaster 16 Yrs Jeff Small San Leandro 1/7 Roger Lara Tolleson 11 Yrs James Prescott Modesto Tim Kheng City of Industry Joseph Torres San Diego 1/9 Debbie Anderson San Leandro Judson Leverett Anaheim 1/10 Colleen Walker City of Industry Russell Nutt Chatsworth 1/11 Paul Rold Tucson 1/12 James Cruz 1/13 Vicky Smith City of Industry 10 Yrs Bernie Faller City of Industry Phoenix Craig Walker City of Industry Cesar Reynoso City of Industry Daniel Dick Salt Lake City 1/15 Mostafa Elsayed Paso Robles Greg Kowitz Boise 1/16 Judson Leverett Anaheim Ketak Soneji City of Industry 1/17 Louis Figueroa Santa Barbara Marie Rohde City of Industry 1/20 Fabian Merino City of Industry 9 Yrs Raquel Jakubecy 1/21 Daniel Dick Salt Lake City Tim Flores 1/22 Mark Jared Phoenix 1/23 Angel Huerta City of Industry Laura Corral City of Industry 1/26 Adrian Allender City of Industry Mike Valdez Tucson David Gerrard Salt Lake City Jimmy Bonner North Highlands 1/30 John Navarro City of Industry 1/31 Jane Stuntebeck City of Industry 8 Yrs DeEtte Price 7 Yrs Miguel Rodriguez Robert Mariscal 2 Yrs Eric Piercy Jorge Montero 1 Yr US Air Conditioning Distributors LLC Lancaster Salt Lake City Sparks City of Industry Palm Desert Lake Forest Martin Meza San Diego Cathedral City Noel Tumambing City of Industry Robert Harless Tyler Hanson Cesar Maldonado Bullhead City Oxnard Peoria www.us-ac.com BRANCH OF THE MONTH STORK REPORT Congratulations to the Boise Parts branch for achieving the highest percentage increase in sales over the previous month. Congratulations To…. Congrats for winning the “BRANCH OF THE MONTH” award. Team Name Owner Team Lower Ben Lower Team Huntsinger Ryan Huntsinger 2nd Team Hendershot Bryan Hendershot 3rd Team Clark Dawson Clark 4th Team Navarro John Navarro 5th The Andrew Harvey family (Fairfield), on the birth of their second child. Mason James Harvey was born on Dec. 13th , weighed 11 lbs 14 oz and 23” long. Helpful Reminders From Always email support@us-ac.com for all IT support requests. Put complete the subject field of the email and the body of the email with your question or request Please have your location/branch name or number on your signature. Describe your request or the problem you’re having clearly. Writing “please call a.s.a.p.” does not help us in assisting you. Place Champion Irvine HVAC Slingers Ojan Mirhashemi 6th The SameOleJets Nick Fountain 7th Broadstreet Bullies Ned Broadstreet 8th Bronco Nation Cesar Reynoso 9th Team Reel James Reel 10th The OC SurfCats Chris Grim 11th Team Madrid Alvaro Madrid 12th Eastside Chooches Jack Scarsi 13th Team Ramos Jeremy Ramos Moved Recently? Check your pay stub for your address on file. If it’s changed or there’s an error, please email updated information to hr@us-ac.com Astrological Signs: Capricorn 12/22-1/20 Aquarius 01/21-02/19 Flower: Carnation/Snowdrop NEW YEAR’S RESOLUTIONS … Americans make them and break them every year. Instead of making a list of all the things you want to do differently, make a list of all the wonderful things you did in 2014 and accentuate them... PLANNING FOR 2015 Participant Retirement Services (401K) Wells Fargo Bank https://www.wellsfargo.com/retirementplan 800-728-3123 Mon - Fri 7am - 11 pm EST Stone: Garnet Toilet Bowl Champion TUNE UP YOUR CUSTOMER SERVICE SKILLS FOR 2015 The Ten Commandments For Good Customer Service 1. Commit to quality service. 2. Know your product. 3. Know your customers. 4. Treat people with courtesy and respect. 5. Never argue with a customer. 6. Don’t’ leave a customer in limbo. 7. Always provide what you promised. 8. Assume your customers tell the truth. 9. Focus on making customers not sales. The sale will follow. 10. Make it easy to buy. Winter Wonderland…. This is the scene in front of the Temecula branch office on December 31st. The last time snow fell in Temecula was in 2003. “A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” Gandhi Things NOT To Say on A Phone Call “You have to…” or “Give me”. Even though they are reaching out for help, customers don’t want to be told what to do. Start requests with “Please” or “I’d appreciate if you could” or “To resolve this, I need you to”. “I’m really busy”. Customers want to feel like they are the priority even if you are busy. “That’s Not My Department” or “That’s Not My Job”. The caller doesn’t need to know your role in the company just directed to the right person who can help. “You’re Wrong”. Nothing angers a customer than hearing an accusatory statement. Trying saying, “ I don’t think that is correct” or “Hmm, let me see if I can explain this a little better”. “Sorry’. Sorry alone seems impersonal. Try phrases like, “I understand your situation or I understand your concern, I will help to resolve this for you”. “I can’t” or “No”. Customers don’t care what you can’t do, they want to know what you can do. Try statements like, “Here’s what I can do”. “I don’t know”. The customer assumes you know most of the questions to their answers. Use phrases like, “Great question, let me check” or “I will find the answer for you”. Submissions or suggestions for future newsletters? Contact Marie Rohde at m.rohde@us-ac.com, 626-854-6833 (City of Industry) You can view The AirWave at http://www.us-ac.com/newsletter.pdf or at www.us-ac.com, Employee Info, Name usac, Password 72degs