b'Business Management CSIA 19backward to protect your reputation, but not at the cost of burning out the people who make that reputation possible.That tension is real, and every contractor feels it at some point. Finding balance means walking a tightrope between doing what keeps your customers coming back, and doing what keeps your employees happy to keep going out to get the job done.Its about more than policies and procedures. Its about clarity and consistency. Are your techs empowered to say no to unreasonable requests? Do they feel supported when a client pushes back? Do your customers understand the value behind your pricing, and the fact that your team isnt just delivering a service, theyre delivering their skill, time and care?Its also about trust on both sides of the equation. When customers know you take care of your team, that trust carries through in the quality of the work. And, when employees know theyre not expected to sacrifice their mental health or personal life to meet impossible expectations, they respond with loyalty and pride.It may seem difficult, but it is possible. Build aAnd yes, money matters. But, there are plenty of culture of mutual respect, inside and out. Yourtradespeople who walked away from higher pay toCENTRAL STATES INSULATION ASSOCIATIONcustomers will trust you because your people trustwork for someone who treated them like a person, you. not a number.Then the question becomes: how do you build thatIts easy to assume that retention requires some trust? The companies that are solving the puzzlegrand strategy. But often, it comes down to the that is employee retention arent doing it withsmall things:signing bonuses alone, or even with raises. Theyre doing it by building cultures grounded in respect. Saying thank you at the end of a long week. It may seem small, but a little bit of appreciation What makes it a good place to work? Its so muchgoes a long way.more than the paycheck. Its the morning huddle where every voice is heard. Its the dispatcher whoPromoting from within. Reward the people who knows everyones kids name. Its the owner whoshave been with you from the beginning. They happy to jump in on a call when the tech needsknow your business better than you might think.backupnot because they have to, but because they want to show what support looks like. Investing in trainingnot just for code compliance, but for career development. When continued on pg.20csiaonline.org'