Be the great service manager that
service technicians brag about working for!!!
Making the transition from service technician to service manager is difficult...in fact, most people don't succeed and end up as a service technician again...at another company. Other companies hire an "experienced" service manager and find he can't manage your service department. This is very expensive in terms of morale, training costs, and continuity in a service department.
The irony is that most service technicians want to be service managers. Then why don't most succeed? Because the skills needed to be a successful service technician are not the same as those skills needed to be a successful service manager.
Service Manager's Survival School was developed to teach the skills necessary to become and continue to be a good service manager.
You won't be bored sitting in class.
Each day vital customer service, financial, and technician management issues
are discussed in an interactive setting. By the end of the two days you will have an understanding of pricing, handling service technician praise and problems, as well as making sure that customers are kept happy.
For instance, did you know that....
Overtime to a 20 year old service technician is usually considered punishment...
Overtime to a 45 year old service technician is usually a reward?
Service Manager's Survival School teaches you how to supervise these very different types of people. You'll learn how to ensure that they are both productive members of your team.
This is a HOW TO DO Program, not a WHAT TO DO PROGRAM.
If you've ever sat in a class and been told what to do and then sent on your way....I promise you'll experience something different in this class.
Exercises, homework, and role playing different scenarios in a non-threatening environment is a part of each day's activities. Role play prepares you for typical situations that you are likely to encounter so you can learn to react the right way before the actual situation occurs.
Homework is assigned. It includes reading and exercises that reinforce what was learned in class.
Here’s What Past Participants Have Said:
Those in attendance had between one month and twelve years experience as a service manager and managed between two and twenty-seven service technicians.
“Thank you for all the information you packed into my head. It was the only seminar I have ever attended that was everything and more than it said it would be. I came away with many ideas and solid facts.”
“I can appreciate the Service Manager’s School because it offers realistic issues and problems that is faced by today’s HVAC service managers. By role playing and the homework and daily class assignments it left me with a since of confidence that I can improve my service department both in profitability and in morale.”
“I think you put everything on a level to which anyone can understand, (even new managers). I also feel that the owners in the class got things from this class. I would recommend this class to anyone who is serious about their job as a manager. I also think it puts your job on a new level of understanding things a whole lot better! This class is by far the best I’ve attended on the lines of teaching and training in this industry.”
“Don’t take things for granted. We all have strong areas and weak areas. This course has helped me see how to use the strong areas better and also what I need to do to improve on the areas that are not as strong as desired”.
“Thank you for opening my eyes to the human side of this business. A lot of times we don’t look at things we don’t understand, now I feel confident enough that I can look at my employees and understand what and why they do something.”
“This was an excellent opportunity to better learn the methods and moods of people we employ and/or the people who employ us. It was very fun and informative and flowed very smoothly and fast. I highly recommend it to anyone in a service manager position.”
“A class that will benefit not only your service manager but your service department. The class was presented in such a way that gives much more insight than reading a book or manual could ever give.”
“After 12 years in the HVAC business this was by far the most informative and best delivered training that I have received. This is information that I can take with me to work and immediately put to use to improve our service department and our company.”
Who is Ruth King?
Service Manager’s Survival School is led by Ruth King who has, for the past 30+ years, helped contractors grow and manage their service departments as well as increase contractors’ total company sales and profitability. She is also the founder of HVACChannel.tv, Internet television for HVAC contractors with technical, sales, financial, and operations programs specifically designed and produced for contractors and their employees.
She is especially proud of one contractor she helped climb out of a big hole. He started with a negative $400,000 net worth 15 years ago and is still in business today…profitably and with a positive net worth.
Ruth holds a Class II (unrestricted) HVAC contractor’s license in Georgia.
She has written many manuals for Contractors including the popular HVAC Operations Manuals: Best Practices for Running an Profitable HVAC Service and Replacement Company, “Service Manager’s Guide to Operating a Profitable Service Department,” and “Profitable Dispatch Procedures.
Ruth is a reality trainer: delivering practical, down to earth, thought provoking information that provides attendees with ideas that inspire them and help them earn more profits.
The Agenda:
I. Introduction to Service Manager's Survival School. What you should take away from this experience
II. Congratulations! You're a Service Manager...What does that really mean?
III. Understanding pricing issues. Service rates, parts pricing, service agreements.
IV. What is overhead?
V. Customer Service...it has to be win-win.
VI. Your Score Card... Making your department profitable...Analyzing the department's
financial statement.
VII. Stress Control. You are in a 24 hour per day business. How to prioritize your personal and business life. They can work together.
VIII. Dealing with irate customers. How to defuse their anger. When should you fire customers?
IX. Hiring service technicians. Where to look. How hiring someone outside your pay scale can hurt. The interview process. The offer. Probationary period evaluations.
X. Tracking service technician performance. Positive reinforcement. Performance appraisals.
XI. Handling your career readjustment program for service technicians. Firing service technicians.
XII. Handling management issued policies. Employee morale. Soliciting feedback from service technicians.
XIII. Setting goals for the department. Solicit input from your service technicians.
XIV. Service meetings. Preparation. The agenda. Business meetings. Technician training meetings. Reviewing callbacks. Ending on a positive note.
XV. Customer contact. Satisfaction surveys. Collections calls.
XVI. Keeping your upper management informed.
XVII. Review. Setting goals for return to the office. Evaluation.
This school is for new and experienced service managers who want to increase their effectiveness in their jobs.
Why You Need This Book
Create a deeper connection with your partner by learning OpenBook’s innovative communication techniques.
Express yourself outside your comfort zone
Learn to convey the difficult stories that matter to you.
Create comfort with questions
Break past the surface level with questions that lead to meaningful dialogue.
Engage as you listen
Earn the trust of your partner by becoming an active listener.
Consider new perspectives
Understand your partner’s point of view like you never have before.
Communicate with purpose
Master the conversation techniques that prevent arguments from starting.
Embrace your differences
Learn strategies for keeping an open mind and resolving conflicts.
Your Investment:
Residential Maintenance Course
Just $1297
Is it worth it?
If you follow this program and build more than $1,000,000 in the bank in ten years,
this investment is "a drop in the bucket" for what you learn and the profits you generate.
And, you will build cash to cover business disruptions in the future.
If you implement this program, including sending in the homework, and you do not generate at least $2,000 in additional maintenance agreement revenues by within one year, I will refund your money. No hassles.
How to Get Started
Click the “Get Started Now” Button
Call us at 770-729-0258
I will send you the details and homework instructions to
complete before you watch your first session.
Complete the enrollment page or call (770-729-0258)
I look forward to helping you increase your cash, customers, and profits.
P.S. A thriving maintenance program is more critical than ever.