The NFL season is up and running. Those of us who enjoy watching football get to sit back in our easy chairs at home or join other enthusiasts at the local pub to view the games. However, before any game kicks off, the teams involved have to practice and come up with a game plan that gives them a chance to defeat their opponents.

Before a team can step onto the field, team owners must hire a general manager and assemble a roster capable of competing in a professional manner. 

Consumers who avail themselves of PHVAC services can be compared to NFL fans, in that both get to see how teams perform in their respective fields of expertise.

Putting together a game plan

Like NFL teams, PHVAC service contracting businesses are teams consisting of owners; managers; administrative employees who answer phones, speak to the public on behalf of the business as well as taking care of never-ending recordkeeping duties; technical employees who address and perform the services that consumers request; and shop personnel to take care of inventory, tools and vehicles so that the team’s technicians have what they need in order to perform their duties.

Even one-person PHVAC operations must address those issues. The difference being that one person must do it all.

Like NFL teams, PHVAC service businesses also face adversity. NFL teams face opponents while PHVAC service businesses encounter the forces existing in the business arena.

Both NFL teams and PHVAC service businesses must develop an intelligent, sound game plan to have a chance at success. 

The following steps are wise to consider when forming a sound business plan.

Step 1. Decide on the services you will offer

Service contracting businesses can choose to provide only plumbing services. Others may opt to offer plumbing and heating services, while still others focus on heating and cooling. Choosing the right mix of services is a fundamental decision owners must make before they can develop an effective game plan.

Without acknowledging the types of services, chaos will arise in place of a game plan.

However, the game plan doesn’t end there; choosing what you offer is only the beginning of a sound business game plan.

Step 2. Decide on the size of your business 

If you intend to remain a one-person operation, your game plan will differ from that of a company seeking to expand. You will be limited to what one person can accomplish. 

As a multiperson operation, you can add employees, service vehicles, inventory and office or shop space, and your business will have room for growth while your operating expenses will naturally increase.

Step 3. Select a geographic area of operation

This step requires you to choose the location where you want to offer your services. It is important to choose an area with a need for your services that is not so vast that it would prevent you from offering quality service in a timely manner. 

Consumers often think their needs for your services are emergencies, even though most are inconveniences. If you do not address their request in a timely manner, you risk losing the customer. 

As your business grows, in terms of the number of service techs and vehicles, your service area can also grow. Don’t bite off more than you chew when choosing the size of your service area.

Step 4. Let consumers know you exist

Advertising is essential. If consumers do not know your business exists, they will not know you provide the services they need or want.

This is the reason the advertising industry is so large. 

If you properly incorporate your advertising expenses into your operational budget, you will find that advertising does not cost you — it pays for your business through increased, consistent business.

Step 5. Understand your operating budget

Regarding operating budgets, every day you open for business comes with costs. Even if you do not open on any given day, you still have costs. You must account for the expenses incurred when launching your business and for those required each year you remain in operation.

Since the prices you intend to charge consumers can only be set at your cost, below your cost or above your cost, you must know your true operational business costs before you can set your prices in a manner that will give you an opportunity to succeed.

Success can only be accomplished by selling your services at a price above your cost. However, to sell above your cost, you need to be aware of your true benchmark cost. This requires identifying all line-item expenses — both tangible and intangible. Then you must properly calculate the cost to your business for each line item.

Step 6. Build confidence

Once you have properly completed the first five steps and are confident they can lead you to success, you must have the confidence to implement them.

Step 7. Close deals

Open the proverbial doors to your business and project confidence by promoting your expertise, quoting prices before services commence and delivering excellence to consumers.

Step 8. Understand customer relations

Establish a customer relations protocol. Be prepared to address any situations that may arise regarding information about your services that are requested or services that have already been performed, especially if the consumer is having problems or questions. The way to grow and profit from your business comes not only from adding new customers but also from keeping existing customers satisfied.

Step 9. Ensure you deliver excellence

Consumers work hard for their money. The services you provide are not only those that customers want because they are adding or altering, but often also those that come up unexpectedly. 

When customers request an addition or alteration, they know they will be spending some of their hard-earned money.

However, when an unexpected situation arises, they may be short of funds at the time.

Regardless of which situation, all consumers want value for the dollars they spend. Value can only be attained through the delivery of excellence. And, as Vince Lombardi, former head coach of the Green Bay Packers, said, “Perfection is not attainable, but if we chase perfection, we can catch excellence.”

Step 10. Adjust when needed

As the adage says, “Man plans, and God laughs.” Stay focused by regularly reviewing your policies, procedures and results. If your approach keeps customers satisfied and provides the reward you want and deserve for delivering excellent service, continue doing what works. If it does not, adjust your approach.