Interesting study, believe it or not you can actually read this and fast...
> I cdnuolt blveiee taht I cluod aulaclty uesdnatnrd waht I was rdgnieg
> The phaonmneal pweor of the hmuan mnid Aoccdrnig to a rscheearch at
> Cmabrigde Uinervtisy, it deosn't mttaer inwaht oredr the ltteers in a
> wrod are, the olny iprmoatnt tihng is taht the frist and lsat ltteer
> be in the rghit pclae. The rset can be a taotl mses and you can sitll
> raed it wouthit a porbelm. Tihs is bcuseae the huamn mnid deos not
> raed ervey lteter by istlef, but the wrod as a wlohe. Amzanig huh?
> yaeh and I awlyas thought slpeling was ipmorantt!
Live each day like it is your last, for one day you will be right!
(Imitating Rodney King)......"Why can't we all just get along?????" Hey guys, just want to offer my 2 cents on this debate. Seems as though Norm struck a nerve with this debate, but hey that's great!! First up, I'm a HVAC business owner/operator/technician/salesperson.......yes, I wear MANY hats in my business!!! So, I know where each and every one of you is coming from. ChrisNorm has a point - we ARE professionals (even though some of us don't act it!!), therefore we must PRESENT ourselves as PROFESSIONALS. Bottom line - if we don't, we are not PERCEIVED as PROFESSIONALS. If we are not PERCEIVED as PROFESSIONALS, people THINK we are not professional. If they THINK we are not PROFESSIONAL, they will CALL ANOTHER PROFESSIONAL. We are all in business to make money, yes? Don't shortchange the customer by charging them for a service and handing them an invoice that they can't even read!! I see it every day with some of my techs. The handwriting and spelling is HORRIBLE!! What do I do?? I don't know. Anybody have any great solutions?? I'm currently switching to Flat-Rate pricing, in hopes that all of the tasks will be written out and spelled correctly for the techs to COPY from. Whether you like it or not, the customer IS judging you on many factors - how are you dressed, how do you speak, how do you conduct yourself, how do you perform the repair, do you notice the little things on the job or do you just fix the one problem you were called out for, the list goes on......we are the results of our actions, so wake up and smell the coffee!! The customer does take your spelling and grammar into consideration. Ever heard the saying, "First impressions are everything"???? Think about it.......
When I was a service manager I held classes where we discussed and reviewed these problems. I reviewed over a thousand invoices, compiled a list of the most commonly misspelled and misused words and terms. I wrote them up in a list and provide the lists to my technicians. They carried them in their vans and used them to look up words they were unsure of.
We also reviewed how to write invoices properly, words to avoid, words to use in their place and complete sentences to fit common service applications. I also provided lists of sentences that they could copy to their invoices.
We discussed topics dealing with customer relations, customer retention and company image. It works but you have to keep on top of it.
This resulted in fewer invoices getting challenged by customers. It became easier to justify the hours on the invoice and what was accomplished. A detailed invoice clearly stating what was done eliminates the necessity of having to write off hours. It makes it easier for the service manager to defend those few invoices and hours that are challenged anyway. Profits increased and the actually billable time increased.
Our image is not only reflected by our written communication. It goes far beyond that and extends to clean uniforms, clean vans, good hair cuts, and a host of other things that customers see but may not actually be aware of. Added together these things make a huge difference. THEY ARE THE COMPANY IMAGE!
As a business owner I am bemused and amused by my employees and job applicants writing skills.
Not that I am an english major but I amazed by the resumes I recieve that have simple spelling errors [by the way does this site have spell check?]. Applicants e-mailing their resumes and they don't use spell check!
They state they are detail oriented but can't use the spell check on their computer, must be a bootleg version of Windows 98 or 2000 Huh?
I are a high school grad u ate and so are my employees. Most of these techs have had or completed college level courses but have a hard time filling out invoices.
I'm not asking for a term paper dude, just a "Reader's Digest" version.
In closing, Norm makes a good point and most of us could use some practice in readin, rightin and rithmatic.
It goes far beyond that and extends to clean uniforms, clean vans, good hair cuts, and a host of other things that customers see but may not actually be aware of. Added together these things make a huge difference. THEY ARE THE COMPANY IMAGE!