CONTENTS 1. Stop Spinning Your Wheels! 2. Getting a Grip on a Great Future 3. Working in a Win-Win-Win Environment 4. The Powerful People Principle 5. We ve Got Your Back! 6. A Job You Can Love for Life?
1. Stop Spinning Your Wheels! Hi, this is your future. Let s talk about your job. Do you ever feel stuck, like you re spinning your wheels? When people get stuck in a car, they sometimes get impatient, push on the gas, spin the wheels and get stuck even deeper. That s when they need someone to give them a push. So, in these brief conversations, I m going to push you a little. Because I think you want more than a job you feel stuck in. I think you want a professional career you re proud of, with work that is challenging, enjoyable, secure, and financially rewarding. A career that goes somewhere. What do I mean by a career that goes somewhere? Let me illustrate by telling you Justin s story. Justin was working in a dead-end job, and he told some of his buddies at work that he was thinking of training to become a plumbing and HVAC service technician. His buddies said, Oh, you don t want to do service work, it s no fun. Well, Justin started thinking about the guys who were telling him this. They didn t really have a plan for their future; in fact, some were still living with their parents! Justin realized that he was in an environment that didn t push him forward in his life; he needed a new environment. So Justin signed up for a plumbing class and, to make a long story short, Justin applied to Heritage, went through the training, and within two years he was making $20,000 a year more than he had been making. Now you may not be looking for a job as a technician. Heritage has openings for all kinds of positions, from sales to warehouse to accounting and secretarial and more. But here s the point: whatever you do, at Heritage you ll be part of a great team that supports you, challenges you and encourages you to become as professional and as successful as you can be. Craig and Steve Chartier, who own and manage Heritage, are always telling their employees, You don t work for us, we work for you. We re here to give you whatever you need so that you can give outstanding service to customers. Because when that happens, everyone wins. Remember the U.S. Army slogan, Be All That You Can Be? At Heritage, you ll be in an environment that will push you to do more and be more. If that s the future you want, give Heritage a call at 1-800-307-4881, extension 164, or go to GetANewFuture.com and fill out the online application.
2. Getting a Grip on a Great Future Hi, I m your future. Do you like a challenge? Maybe you ve heard the story about the plumber who got married and went on his honeymoon to Niagara Falls? Standing there with his bride, looking at those giant, thundering falls, he said, I can fix that! Well, even though it is just a joke, you have to admire the guy s spunk. This is a guy who likes a challenge! And those are the kinds of people that Heritage is looking for, people who will take on a challenge, go the extra mile, and do what it takes to serve the customer. If that describes you, I m guessing you don t want a future where you re just getting by. You want to get ahead! You want a job that pays good money, with good benefits. You want work that is interesting, challenging, enjoyable. You want opportunities for advancement. You want to work with people you respect, and people who respect you. And you can find all that at Heritage. Heritage offers one of the best pay and benefits packages around. In addition to a very competitive hourly rate, their employees also enjoy the following benefits: Ongoing Training Personalized Coaching and Support Medical Insurance Dental Insurance Life Insurance 401 K Retirement Plan with Match Two-Three Weeks Paid Vacation Each Year Six Paid Holidays Each Year Three Paid Personal Days Each Year Paid Sick Days Your Own Company Vehicle Monthly Incentives Opportunity for Growth Professional, Yet Family Feel Work Culture Heritage is the largest, most respected plumbing, heating and cooling residential service company in the region. They are growing rapidly, and looking for people in all kinds of positions who want to be a part of their team to help them grow and to grow with them. Maybe you re thinking, You know, my current job isn t so bad. Well, as Kenny Rogers said, Don t be afraid to give up the good to go for the great. At Heritage, you can have more than a good job. You can have a great career. If that sounds like the future you want, give Heritage a call at 1-800-307-4881, extension 164, or go to GetANewFuture.com and fill out the online application.
3. Working in a Win-Win-Win Environment Hi, this is your future. And I want you to think about the kind of work environment you want in your future. Because if you re in a bad environment and you don t look forward to going to work each day that can be a real downer. Here s an example of the kind of work environment you want to avoid. One local commercial plumbing service company has a management style based on three words: You are replaceable! They actually tell all of their employees, Whenever you make any decision about what you are going to do, just remember, You are replaceable, and we can always find someone to step in behind you. Well, that kind of management style is really bad for morale, which is ultimately going to affect customer service and be bad for business. This is what Dilbert was getting at in one of his cartoons when Dilbert told his boss, Thanks to your leadership, I ve gone from being unmotivated to being comatose. Now I m ready for the next phase: rigor mortis! I don t think that s the kind of future you want. And fortunately, Heritage is different. They believe in the win-win-win idea: when they are making any decision within the company, they base it on three things: first, what is good for the customer; second, what is good for the employee, and their family; and third, what is good for the company. It has to benefit all three whether it s a decision about rebuilding a faucet or answering a pager or handling an unhappy customer or whatever. So if having a good work environment is important to your future, give Heritage a call at 1-800-307-4881, extension 164, or go to GetANewFuture.com and fill out the online application.
4. The Powerful People Principle Hi, this is your future. And I want to talk to you about people skills. You know, the greater your people skills, the greater your future is probably going to be. Developing strong people skills is a big advantage in almost any field or career. Maybe you re already pretty good with people. If so, you ll love working at Heritage. They are all about treating customers right, listening to them and giving excellent service. Heritage is a great place to stretch and strengthen and sharpen your people skills. Or maybe you re a little uncomfortable about working with customers. If so, Heritage is a great place for you, too, because we ll train you and help you develop your people skills. As a matter of fact, some people who came to work at Heritage discovered that they ended up enjoying interacting with people a lot more than they thought they would. They liked the feeling of coming to the rescue, and the way folks would appreciate that. They also like the fact that Heritage has such a great reputation with people, and the way they benefit from that respect. But I won t lie to you. Working with people can sometimes bring problems. As Dolly Parton said, If you want the rainbow, you gotta put up with the rain. But at Heritage, you ll be part of a team that will help you handle the customer problems that come along. Let me give you an example. A new Heritage technician came in complaining that a customer had chewed him out and he hadn t done anything wrong. A more senior technician told him, Let me tell you what I do in situations like that, and it works like magic. Next time, if a customer is screaming and yelling at you, and you have no idea why the guy is so upset, stop him politely and say, Sir, hang on a second. I am here to help you, but before we go any further, may I ask you one question? Are you mad at me, personally, or are you mad at the situation? As soon as you do that, usually the customer will say, Well, I m not mad at you, of course I m mad at the situation. This takes the pressure off. Then you can say, Good, I m on your side. I am here to solve your problem or I wouldn t be here. Now, let s work together to fix this. Here s my point: no matter what your job is, when you work at Heritage, you ll be part of a team that is committed heart and soul to building good relationships with customers. And the things you learn from being part of that team will benefit you, in all kinds of ways, for the rest of your life. If that sounds like the kind of future you want, give Heritage a call at 1-800-307-4881, extension 164, or go to GetANewFuture. com and fill out the online application.
5. We ve Got Your Back! Hi, this is your future. Someone has said that people are like tea bags. You don t know their strength until they get into hot water. And that s a good way to judge a workplace too. I m betting that you want to work in a place where people know how to handle the hot water, the problems and challenges that come along. Because if you re not careful, you can end up working in a place that is plagued with back-stabbing, a place where, when there s a problem, everyone looks for someone else to blame. Heritage is different. The attitude at Heritage is for people to watch each others backs, to help each other succeed, rather than blaming each other or getting into petty, personal vendettas. Let me give you an example. Heritage had gotten some calls on a Sunday, the very day of their Christmas party, and one Heritage supervisor volunteered to take some calls so that more people could attend the party. The first call was an oil furnace that Heritage had serviced a couple of months before. The customer called and said the furnace was smoking and she wanted someone to come over immediately. So the supervisor went over and discovered that the Heritage technician, who had serviced it two months before, had left a screw loose on an air shutter band. Over time, with vibrating, it came loose and it ended up causing the whole furnace to soot up. Well, the supervisor cleaned it all up, spent about three hours, and by the time he finished he was pitch black, but the customer was happy. Well, on Monday morning the technician who had done the original service on this furnace came in. Now what do you think would happen at many companies? The supervisor would ream him out, right? Not at Heritage. In fact, the supervisor didn t say one word to him. Why? The supervisor explained, Look, it was just a mistake; he knows you re supposed to tighten that screw. It will be written down on the callback report, and when he sees the report, he ll ask me and I ll say, yeah, the screw was loose. And he ll say, Man I am really sorry about that. So there s no need to pummel him on a Monday morning. Heritage simply doesn t believe in nailing people on every little mistake. This particular technician doesn t get many callbacks, so there was really no reason to get on his case about something that he knows he should have done. So yes, it is possible to have an environment where people watch each others backs instead of always looking for an excuse to blame someone. In the long run that s better for everyone. If that s the kind of future you want, give Heritage a call at 1-800-307-4881, extension 164, or go to GetANewFuture.com and fill out the online application.
6. A Job You Can Love for Life? Hi, this is your future. Gerry Sikorsky said, Be absolutely determined to enjoy what you do. But is that realistic? I mean, we all know about the stress and all the problems that come with a job. Well, Heritage believes that you are entitled to enjoy your work, and they do their best to create an environment that is conducive to that. For example, one way to help keep a job enjoyable is to keep it interesting and challenging. Heritage has its own training facility and every year they give every technician 150 hours of extra training. There s always something new and interesting to learn, and you ll enjoy that. Also, Heritage believes in really listening to all of its employees, and treating them with respect. And that adds to the enjoyment as well. But finally it comes down to the fact that Heritage hires good, hard-working people who like what they do. And that creates a great atmosphere. When you re around people who do good work and enjoy their work, it rubs off on you. And it rubs off on the customers too! A person who enjoys his or her work is going to do better work, and the customers will enjoy working with them. That s what I want you to have: a future where you enjoy your workday. And you can have it at Heritage. Give Heritage a call at 1-800-307-4881, extension 164, or go to GetANewFuture.com and fill out the online application.