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 of "HVAC Chats," Nicole Krawcke, head of content for Contracting Business, speaks with Julian Scadden, president and CEO of Nexstar Network, about what Chick-fil-A’s entry into home services means for HVACR contractors. The conversation explores customer experience, branding, workforce development, technician communication, and the concept of “reverse hospitality” as a competitive advantage in home services. Scadden also shares insights on balancing AI adoption with meaningful human interactions and explains why trust, consistency, and service excellence will become increasingly important as the industry evolves. Contractors will gain practical ideas for strengthening customer relationships, improving operational performance, and differentiating their businesses in a growing market.

In this episode of HVAC Chats, Nicole Krawcke speaks with Angie Snow of ServiceTitan about findings from the company’s 2026 Residential State of the Trades Report. The discussion explores how HVAC contractors are shifting from lead-volume growth strategies toward operational efficiency, customer retention, and faster response times to meet evolving homeowner expectations. Snow also shares insights on artificial intelligence adoption, leadership development, and the role of automation in improving customer experience and business performance. The episode highlights practical strategies HVACR contractors can use to strengthen operations, improve profitability, and stay competitive in a rapidly changing market.

In this episode of "HVAC Chats," Nicole Krawcke, head of content for Contracting Business, speaks with Scott Pierson, vice president of HVAC and market strategy at Parts Town, about how contractors can prepare for an expected high-demand summer service season. The discussion explores rising repair-versus-replace trends, parts inventory planning, technician efficiency, smart HVAC technology adoption, and the growing importance of preventive maintenance. Pierson also shares insights on OEM parts strategies, truck stock management, financing trends, and operational practices that can help HVACR contractors improve customer satisfaction and stay competitive during peak demand periods.

"HVAC Chats" welcomes Carlos Aponte, business coach with Nexstar Network, for a practical discussion on how HVAC contractors can grow revenue through value-driven sales. Hosted by Contracting Business Head of Content Nicole Krawcke, the episode explores why contractors should rethink “add-on sales” and instead present Indoor Air Quality, filtration, humidification, water treatment, and surge protection as core homeowner solutions. Aponte explains how honest communication, stronger technician training, and consistent presentation can improve close rates, service profitability, and customer trust. The conversation offers actionable strategies for HVACR business owners and managers seeking growth without increasing lead volume.

In this episode of HVAC Chats, Nicole Krawcke, head of content of Contracting Business, speaks with Peter Capuciati, CEO of Bluon Inc., about the evolving service landscape in the HVACR industry. Capuciati shares insights on the industry’s shift from replacement-driven revenue to repair and retrofit strategies, driven by rising equipment costs, new regulations, and financing challenges. The discussion also explores the growing skills gap, the importance of technician training and diagnostics, and how real-time technical support and artificial intelligence are reshaping service performance. Contractors will gain practical guidance on improving efficiency, reducing callbacks, and future-proofing their workforce in a rapidly changing market.

In this episode of "HVAC Chats," host Nicole Krawcke, head of content at Contracting Business, speaks with Jay Villegas, vice president of Frontier Air Conditioning, about leveraging technology to drive business growth. Villegas shares how his team transitioned to a CRM-based operational system to improve efficiency, streamline workflows, and enhance the customer experience. The conversation explores how automation, consistent communication, and branding help contractors compete in a crowded HVAC market, including against private equity-backed firms. Contractors will gain practical insights into scaling operations, improving retention, and building a repeatable, professional customer journey.

In this episode of HVAC Chats, host Nicole Krawcke, head of content for Contracting Business, sits down with Colleen Keyworth, director of sales and marketing at Online-Access, to unpack how AI-driven search is transforming digital marketing for HVAC contractors. The conversation explores how tools like Google's AI Overview and large language models are shifting consumer behavior, what that means for local search visibility, and why foundational SEO remains critical even as the landscape evolves. Keyworth offers contractors practical guidance on auditing their online presence, managing third-party directory listings, creating quality content, and building the community trust that no algorithm can manufacture.