Articles & Case Studies
Industry Articles by Frank Favaro
Insights on customer experience and service excellence featured in the industry's leading publications for HVAC, plumbing, and mechanical contractors.
Air Conditioning Heating Refrigeration News
ACHR News
Frank's columns explore how skilled trades companies can transform their customer experience, build winning teams, and create lasting competitive advantages.
Read ArticlesHVAC Contracting Business Strategies
Contracting Business
Practical insights for HVAC contractors on building profitable businesses through exceptional service delivery and team development.
The Voice of the Plumbing Industry
Plumbing & Mechanical
Expert perspectives on customer experience strategies tailored for plumbing and mechanical contractors looking to differentiate through service excellence.
Plumbing, Heating, Cooling & Piping
PHCP Pros
Covering all aspects of the plumbing, heating, cooling and piping industry, with insights on leadership and customer experience for contractors and service professionals.
Client Case Studies
Real transformations from companies that embraced the ServeCentric approach
Experience-Driven Profit and Recognition
- 3.2% profit margin increase in 2023
- $1.67 million boost in annual revenue
- Named 2023 Weatherhead 100 recipient
Transforming Client Experience Through CX
- 6-point NPS increase (from 48 to 54)
- 81% surge in survey participation
- 730+ High Fives shared between associates
Harmonizing Culture for External Success
- 130% increase in triumphs (2022-2023)
- Achievements grew from 13 → 143 → 329
- Enhanced referrals through team harmony
Elevating Patient Experience & Referrals
- 244% increase in positive survey responses
- 177 new patients from referrals in 2023
- 30% of acquisitions now from referrals
A Transformation in Safety Culture
- Zero injuries in 2023 — first in over a decade
- 299,162+ safe work hours achieved
- Set new industry standard for safety culture