Customer Relationship

Contractor Operations Manual

Presentation Skills for Contractors

This update provides guidelines and tools that enable contractors and their employees to become better presenters. In years past, effective presentation skills were considered important only to executives or those in the business development arena. This is no longer the case. The need for strong presentation skills applies to anyone who must present information to another individual or group. Effective presentation skills are now considered a core competency.

This document is free to members in the SMACNA Store.

  • Dollar SignPDF $75.00


HVAC Customers Seek Improved Indoor Air Quality

Across the United States, residential contractors have seen an increase in business as clients adjust to the COVID-19 pandemic.

SMACNews Feb 28 2020

Merging Traditional Branding with Digital Marketing

Yellow is much more than a color for Gabrilson Indoor Climate Solutions, a SMACNA firm based in Iowa. It is the foundation of the company’s brand.

SMACNews Aug 20 2019

Vehicle Fleets Key to Contractors’ Sustained Success

Sheet metal and HVAC contractors say effective fleet management is critical to their businesses.

SMACNews Aug 20 2019

St. Louis SMART, SMACNA Chapter Buck Residential Work Trend with Marketing Efforts

A cooperative relationship, as well as combined training and marketing efforts, have contributed to major growth in the St. Louis residential HVAC service market.

SMACNews Jun 20 2019

Sunset Air: 3,000 Homes, 43 Communities, 1 Customer

Thanks to a long-term partnership with a home developer, Sunset Air stays busy installing HVAC systems in thousands of new homes around Washington.


Tom Schleifer’s Construction Company Self-Analysis Program

In 2019, Dr. Thomas C. Schleifer developed the Construction Company Self-Analysis Program.This do-it-yourself diagnostic tool offers the equivalent of an independent expert evaluation of every aspect of a construction business.

White Paper

Equipment Warranty Options for Residential Contractors

SMACNA’s Equipment Warranty Options for Residential Contractors guide covers the four major types of equipment warranties (contractor, manufacturer, third-party, and customer).


Successful Customer Service Practices for HVAC Service

Successful Customer Service Practices for HVAC Service and Retrofit Contractors provides strategies and procedures to keep a customer for life. It includes information on establishing a customer care culture and working within the "life cycle" of a customer. Prepared under the direction of the Residential Contractors Council Steering Committee, this manual helps identify and evaluate your customer types and effective service policies for each type, as well as the customer service role of each employee. Sample scripts are provided so companies can set procedures and train employees on proper customer interaction and phone etiquette.

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Homeowners and contractors alike benefiting from PACE residential programs

In 2017, the U.S. Department of Energy released revised guidelines for best practices incorporating lessons learned from successful PACE programs.


For HVAC Techs, Attitude, Appearance as Important as Aptitude

The sheet metal industry provides a great opportunity for career development and job stability, but not everyone is suited to every job. Service technicians require certain skills to really excel in their roles.


Residential Service: A New Norm in a COVID-19 World

From personal protective equipment to customer anxiety, contractors are navigating an unprecedented landscape.

White Paper

Mini-Split Systems in Residential Retrofit Applications

Mini-split systems are being marketed for installation in new construction in smaller homes but are also being utilized in retrofits. This paper addresses some benefits and limitations of mini-split systems in residential retrofit applications.