How Techs Lose Calls (and Control) During the Holiday Season

Avoid complacency: Don't let holiday spirit lead to cutting corners or slackening on service standards, as this can negatively impact long-term customer relationships.

Manage personal mindset: Recognize and counter negative thoughts about working during holidays by reminding yourself of the 'why' (e.g., financial goals) and planning time off proactively.

Address money prejudices: Understand that customers' financial situations vary; do not assume they won't spend money during the holidays based on your own experiences or beliefs.

Anticipate heightened customer emotions: Be prepared for customers to be more anxious or angry due to holiday pressures, and act as a calming, professional presence.

Define emergencies clearly: For managers and owners, explicitly define what constitutes an 'emergency' for after-hours calls and ensure all staff (dispatch, techs) understand and communicate these guidelines.

Pre-plan staffing and schedule: Proactively arrange holiday schedules, including potential overflow days or emergency-only days, to manage workflow and prevent burnout.

Set clear expectations: For both technicians and company leadership, clearly communicate holiday working expectations and rules of engagement to avoid misunderstandings and stress.