These articles are available for download with my complements:
(Adobe Acrobat Reader required)

GENERAL MANAGEMENT ARTICLES

Benchmarks for Success Worksheet

Family Members in the Business

Measuring Customer Satisfaction

A Better Way to Measure Customer Satisfaction

The Lifetime Value of a Customer

Sobering Customer Satisfaction Statistics

Is Stocking For You?

Improving Cash Management

Strategic (and Revolutionary) Performance Measures

HVAC Job Descriptions (Word Document):  sample job descriptions for most positions in an HVAC company.  Fully editable.  After editing, I suggest you clear your final description with an attorney to be sure you are in compliance with labor laws in your state.

JOB PRICING ARTICLES

You Priced That Job How?

Job Pricing for Slow Times

Pricing Jobs to Pay Commissions

The Warranty Ogre

SALES MANAGEMENT ARTICLES

Managing Prima Donnas (Sales Reps)

Supporting Your Sales Force

Effective Credit Policies

If you do not have Acrobat reader, it can be downloaded free of charge from Adobe's website (www.adobe.com).