HVAC CHATS

In this episode of HVAC Chats, Nicole Krawcke, head of content of Contracting Business, speaks with Erica Leonor, founder and CEO of Voxa, about elevating the role of customer service representatives (CSRs) in HVAC businesses. Leonor explains why CSRs should be viewed as an extension of the marketing team, shares strategies for improving customer interactions through tone and communication skills, and discusses the importance of voice training and accountability. The conversation also explores the growing role of AI in call centers, offering practical guidance on how HVAC contractors can improve efficiency while preserving the human connection that drives customer trust, booking rates, and long-term business growth.

In this episode, Editor-in-Chief Nicole Krawcke speaks with Trevor Matthews, founder of Refrigeration Mentor, a provider of refrigeration, CO₂, and HVACR training programs. Matthews shares insights from his career as a commercial refrigeration technician, manufacturer trainer, and industry educator. The discussion explores how artificial intelligence, smart controls, CO₂ systems, and advanced electronics are reshaping refrigeration service, training, and workforce expectations. Contractors and technicians will gain practical perspectives on improving efficiency, troubleshooting, and professional development as commercial refrigeration technology continues to evolve.

In this episode of HVAC Chats, Contracting Business Editor-in-Chief Nicole Krawcke speaks with Josh Koplin, co-founder of EDEN and a guest contributor to Contracting Business magazine. Koplin discusses how evolving consumer behavior—driven by what he calls the “Amazon effect”—is reshaping how HVAC contractors must market, sell, and deliver services.

On this episode of HVAC Chats, Emily Fleniken, partner and creative director at Lemon Seed Marketing, discusses the importance of building memorable contractor brands. She covers strategies for branding, community engagement, and nurturing existing clients to drive sustainable growth. Emily shares practical tips to humanize your business and stay top of mind with customers.

In this episode, we sit down with Chris Johnson, president of Elko, Nevada-based Charles Chester Plumbing & Heating Inc., to talk about why engaging a multigenerational workforce matters more than ever. From seasoned pros passing down hard-earned wisdom to younger techs bringing fresh ideas and digital know-how, each generation has something valuable to contribute. Tune in as we explore how bridging those differences can build stronger teams, boost retention, and set businesses up for long-term success.

SupplyHouse.com Chief Human Resources Officer Matt Willden discusses best practice strategies for hiring and retaining key positions within HVAC contracting businesses in this latest episode.

PHCC Educational Foundation Executive Director Daniel Quinonez discusses workforce development, focusing on the Foundation’s HVAC education and apprenticeship contest updates, as well as the Trump Administration’s executive order on modernizing workforce programs through registered apprenticeships.