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Soften your senses.

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Ways to become a better speaker, listener, and follower.

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This episode brought to you by ServiceLogic, commercial HVAC and mechanical services.

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Learn more at ServiceLogic.com.

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Thank you all so much for joining us today.

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We're hanging out with Greg Crumpton, straight out of Crumpton.

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How are you, sir?

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Hey, buddy.

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I'm doing well.

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It's a good day.

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It's a beautiful day.

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I'm looking out the window.

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There's a lot of green.

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There's a lot of, as we said earlier, pollen.

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So it's that time of year, but I'm super stoked and glad to be talking with you this

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morning.

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You know, we were sitting here having a conversation about things to give back to the industry.

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And one important topic is softening our senses and being receptive to talking to people and

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communicating with people and being more than just technicians.

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We can be the best technician in the world, but if we can't communicate what's in our

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brain, are we really serving our customers and our students?

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So let's dive a little bit deeper into good communication.

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You know, such a great topic.

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We do, our schools that we go through for technical training, our factory OEM certifications,

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they teach us to be technicians and tacticians and component specialists.

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What we have done as an industry, in my opinion, is we've not recognized the importance of

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that communication skill, the importance of properly communicating, even down to just

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announcing yourself when you get to a job, letting people know who you are, why you're

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there, best way to contact you, just normal things that make life go easier.

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And that's one thing I think we could really dive into of how to improve on that piece

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of the industry.

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Absolutely.

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You know, we've had a lot of conversations in these last couple of years with changes

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in just the world in general and civilization.

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And now that people are more open to conversations and more open to having other faces and voices

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involved with our industry, we have a lot more ladies joining our workforce.

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And the one thing you always hear from contractors is, I wish I could have another dozen women

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for everyone that I've hired because they know how to communicate.

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You know, it's so true.

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So true.

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And when, you know, I had a company that I ran for many years and our whole company administratively

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ran on women power.

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We had a VP of operations was a lady, the office manager was a lady.

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I think our dispatch crew were all female, our sales crew were female except for one

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guy or two guys.

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Because of that, you know, I've been married for almost 40 years.

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Oh, congratulations.

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Thank you.

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To the same person.

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I always like to add that.

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So I have over time grown to appreciate the power of what women bring to the equation.

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And I was talking to a female that works for one of the service.

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Logic companies out in California.

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And she just had a baby.

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So Jen Graham.

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And it's really funny because we were talking about just that of the difference between

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her as a female service technician and building automation versus her male counterparts of

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what came naturally in communication when they arrived at a job site.

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It was profound the differences.

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But it's important.

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You know, you think I always like to look at this stuff, Clifton, we are consumers.

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You know, we buy a lot of stuff as humans.

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We go to the store, we get a car, whatever.

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You know what feels good to you.

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You know how you like to be communicated to you know, that this is good communication

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when you get it.

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I think if we learn to replicate what we like, it's easier to deliver.

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I agree with that 100%.

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You know, and we've seen a change in society.

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And a lot of educators, I would say a lot of educators in our industry are in my, you

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know, in the Gen X age range.

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You know, right now we've seen a lot of that here at our own conference this year.

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We had about 500 new educators that were both Gen X and millennials.

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So we have a significant amount of teachers in our industry, whether you're at a post-secondary,

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a vocational, whether you're at a contractor and you're a technical trainer at a contractor,

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that is now speaking to a variety of generations.

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Great point.

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Great point.

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I think we have five generations in the workplace right now.

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Yes.

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So that tells you right there, we can't deliver the same message to the same people consistently.

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You know, the law of communication is communicate in the language that is being heard.

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And you can't speak five languages at one time.

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So I'm the last year of the baby boomer.

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I was born in 64, so I'm the youngest baby boomer.

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And then we're all the way down to the new crop coming in now, which are alpha or A.

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And when you look at the breadth of that generation and what each generation finds valuable, what

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their beliefs are, what they need to be connected to a company, which is our ultimate goal to

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make people want to be with us, not have to be with us.

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Exactly.

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You really have to learn how to be, I don't know what the word for five languages is,

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but you have to be diverse.

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And it's so important because, you know, we were talking about this recently, I was on

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a camping trip and what worked when I was an apprentice, my journeymen, the way they

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taught me and even the way they spoke to me, they would go to jail now compared to what

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we have learned and how to speak in a nice tone or what have you to our upcoming stars.

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But it's so important to realize those differences and be able to communicate at the level, not

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technically only, but maturity, where they are in their life.

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There's nothing greater to me than being able to help a young tech, male, female, whatever,

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buy their first home, buy their first car, welcome their first baby.

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Those are life changing events.

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And when they look back in life and they think, where was I working when little Madeline happened?

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You better be on the right side of that equation as far as how you acted as a leader, as a

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mentor, as a friend.

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And those things stick forever.

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You know, it's so interesting that you brought up that five generations of workers.

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I literally just wrapped up an online class as like a follow up for our conference.

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So it's part of our virtual conference on the five generations of learners and talking

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about how that has changed.

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And a lot of people don't realize that Gen Z in particular communicates more like the

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maturest than most people would realize.

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They are very much about communicating one on one and having that relational, that personal

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conversation that has validation within the conversations.

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And if we look at say my generation, Gen X, we're not the best communicators.

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We're not the best speakers.

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We grew up at that introduction into technology where we spent a lot of time playing video

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games and learning new technologies and as it transitioned down the line, we forget how

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important proper communication is, particularly to Gen Z and Alpha that is now coming up.

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These two generations like to communicate.

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They like to be recognized and they like to be validated when they do things correct.

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Your generation and my generation, it wasn't necessarily that way.

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You got told when you did things wrong, not necessarily when you did things right.

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And that has changed in our society and being more comfortable communicating with different

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generations that receive criticism and validation differently is key to having that proper communication.

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So it's like picking up another tool for our tool bag.

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Absolutely.

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Yeah.

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Well said.

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You know, it's amazing to me that we forget these little things because we get caught

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up in the moment of the day or the crisis de jure and you revert back to bad habits

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because bad habits have historically been quick, succinct, and you got to the meat of

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the problem in a hurry.

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That's great if you're talking to you, but if you're talking to me, I don't give a crap

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about your problems.

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I'm trying to solve mine.

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It really comes down to taking that pause.

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And my wife and I were talking about it this morning, actually, when you have something

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that occurs before you try to communicate, take a 10 second pause and just get your crap

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together before you start talking.

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Whether it be friends, family, work, home, whatever, that's almost a fail proof way to

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kind of reset just for a moment.

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And it's a little bit of an exaggerated pause, but it's not earth shattering.

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But it gives you time to collect your senses.

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And the other thing, Clifton, is the amount of folks that, you know, we've got 5,600 employees

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or something like that across the country, across all five generations.

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What I like to remind our up and coming stars, because I feel like we have a lot of them,

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you know, people talk about all the time, young kids don't want to work.

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They don't want to do this.

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There is a tremendous glut of young, talented, hardworking folks that are ready to rock and

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roll.

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Absolutely.

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We just have to light the fuse for them.

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They're on the path.

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We just got to light them up.

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But always talk about eye contact and proper communication.

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Because if I can look at you in the eye and I communicate a message to you, you may not

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want to hear it.

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Like I just told you, you have a failed compressor in your rooftop unit.

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But if I'm looking at you and I'm delivering good solid facts, good solid communication,

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I put you at ease much more than if I'm looking down at my phone or my tops of my feet mumbling

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about what I found on the rooftop and oh, by the way, it's $27,000.

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That's not the way to make people feel secure about what's going on.

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You want them to feel confident.

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You want them to feel heard.

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So they say $27,000.

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You got to tell me more.

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You got to be able to deliver on what you're offering with good, succinct details.

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And that's where that pause comes in before you walk in to talk to the customer.

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Get your mental script ready if you would.

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Or at least bullet-tie his points so you don't have to vomit ill-prepared vomiting is a better

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way of saying that.

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I like it.

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I'm absolutely taking a break for a second.

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And if we're talking about generations that haven't quite learned those different communication

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skills, I always try to break it down into there's really two different responses that

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many of us have been programmed into.

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Validation as a response and invalidation as a response.

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And if we look at how, say if we take Gen X, take my generation, we very much grew up

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in an invalidation.

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And what I mean by invalidation is we're looking for solving the problem in our response.

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That has taken a shift.

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Started in the millennials and moved into the Gen Z that are more trained for taking

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that moment and finding a solution.

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And that is where there is sometimes a disconnect in the way that we are communicating between

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different generations is what is the outcome.

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Because you're very much, you're right.

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Many of us, Gen X and of our boomers, we tend to as a response have the solution.

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We want to provide the solution in our response.

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But when we start talking about millennials in Gen Z, they're very much about finding

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a solution as a team and not necessarily looking at that exact answer.

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So an invalidating response is this is what I found, this is what's gonna have to happen.

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Versus this is what I found.

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Let's talk about some solutions for this.

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And it is a little bit of a learning curve.

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Such a valid point.

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My wife tells me all the time, I'm just telling you about my problem.

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I don't want an answer.

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Isn't that a learning curve?

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I mean, that's that that comment is so germane to just good communication.

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Yes.

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But part of listening, if you train yourself on proper listening techniques, is listen

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and then give you feedback on what I heard.

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And I can't do that if I'm preparing the answer.

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So if I'm listening to the question, active listening, all those skills to go with that.

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And if I can't do that, if I'm formulating the answer off of your first 10 words in your

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description of the problem.

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And that comes that is a retraining you have to do this because our generation, as you

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said, here's problem, here's the answer.

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And that doesn't work.

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And it doesn't have to work because I use this all the time.

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And our company, we have many, many operating brands.

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So our company in Denver operates as a name.

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Our company in San Diego is a name.

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And they're they're all good at what they do, but they all do it differently.

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I always like to remind myself there's 50 right ways to run a mechanical service company.

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One answer is not good for anything this day and age.

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Everything can be a hybrid.

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You can take a little bit of this and a little bit of that, formulate a successful solution

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as opposed to just, you know, picking one option.

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I guess it's ABC or all of the above.

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And I tend to go all the above now because I have more tools in my brain.

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I have more tools online.

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I can learn how to communicate.

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I can I can watch a 20 minute, you know, deep dive on listening skills on Saturday morning,

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driving to the hardware store and act better when I get in the store, when I get there

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and they say we don't have any two by fours you're looking for.

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OK, don't get mad.

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Figure out the solution based on what you just learned driving there.

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So I think it's a continual learning curve of how to communicate.

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The platinum rule is what we want to treat others like they want to be treated, where

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the golden rule is treat others like we want to be treated.

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Nobody cares about how you want to be treated.

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They care about how they want to be treated.

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And I've all you know, I learned that from a guy years and years ago, Price Pritchett.

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He puts out these little mini books.

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They're probably 100 pages max.

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And he gives you life skills that you can learn.

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And I always remember the platinum rule of treat others as they want to be treated.

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And it's the same in listening.

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Communicate how they hear you.

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Wow.

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So important things to learn for changing generations and how to speak to new generations

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and being willing to learn some new skills, because some of these are going to be new

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skills for us.

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You know, a lot of times we hear that complaint of this generation doesn't want to do anything.

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And I think it's almost just the opposite.

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I think that the generations actually want to do more.

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They want to solve problems and they look at a short answer.

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If that's the only solution, they look at that as narrow minded.

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So we have to look at ourselves.

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Are we being narrow minded by providing our invalidating response?

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And I think many times we are.

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That's a good point.

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You know, I think going back to speaking different languages, our industry, we are losing a lot

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of my generation people.

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And I think that that's good in a way because our industry is chock full of people who were

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closed minded about sharing their information.

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They were closed minded about helping young people grow more quickly than opposed to sending

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them to the job trailer for a left handed pipe wrench.

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Show me some real skills while I'm on the job with you.

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Don't treat me like a first year donkey and help me.

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And I think that, and I know it's bad to say that it's good that some of our people are

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retiring, but it is.

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I know some that I'm glad they're out of the industry because I don't think that they were

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helping the situation.

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And I think the more people who are committed to the skilled trades industry, the HVAC industry,

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the electrical, whatever your niche is, if you're in it, like at my age, you're in it

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for the right reason, I think.

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I'm not trying to pay for my truck out here.

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My job is to help the young people get to where they're trying to go quickly or quicker

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with less scar tissue than I had to go through and help them see the way to prosperity and

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to serving well, because that's what our job is, in my opinion.

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That's absolutely it.

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Greg Crumpton, we thank you so much for joining us today and helping us understand a little

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bit better about our own senses and ways to soften them.

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Well, I've certainly enjoyed talking with you.

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I love the skilled trades environment.

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I love our people.

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We're a misunderstood group because people think of us as one thing or another, but we're

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real humans with real needs out there battling every day for the common good.