Complete Commercial Service Department Track

Commercial Service Department Training Track

Commercial/Industrial Plumbing/R contractors gain access to proven professional service department processes and forms that have resulted in increased service agreement sales and service department profitability of 45% or more and increased business value of 25% or more. There are 19 sessions available 24/7 right at your desktop in this 7-Step Commercial Service Department Training Track.

Upon completion of each session we will provide you a link to immediately download the handouts, along with an offer to discuss or request implementation help from your assigned Plumbing Business Fitness Coach.

This track includes a commercial service department implementation training track, professional service and sales call handling process, Mechanical Safe-Guard Service Agreement selling program, all department procedures and associated forms and tools, our AccuPro service agreement estimating program, and private coaching support. To view more details of the deliverables and business support services for this training track click here.

Once enrolled into a Ready-Built Plumbing Program Package, you will then register for this training track by simply clicking on “Client Login” on the right of the menu bar above. Then enter your User Name (email address) and enter the password we provided you.

CS-STEP #1.0 AccuPro commercial service agreement pricing set-up

Learning objectives:

• In this session you will learn how to implement a standard operating procedure for commercial service agreement surveying, estimating, and proposal writing.
• Benefit objective is to increase profitability by accurately and efficiently gathering customer and scope-of-work job data, decrease human estimating errors, reduce work related risk and liabilities, and improve customer satisfaction.

Benefits - at the completion of the learning session you will:

• Understand how service agreement development standardization increases efficiencies while reducing business risk to the company.
• Understand how to conduct a system/equipment survey.
• Understand how to establish service agreement labor costs, efficiency factors, and truck and travel cost rates.
• Understand how to implement service agreement estimating procedures.
• Understand how to implement service agreement proposal content, format, and writing procedures.

Who should attend:

• Anyone responsible for establishing sales pricing and proposing policy and procedures for service agreement work. Typical attendees are Owners, Operations Mangers, Sales Managers, Sales Reps, and Service Managers.

CS-STEP #1.1 Pricing Demand Service for profits

Learning objectives:

• In this session you will learn how to read a financial statement and how to break down your revenue and expenses by product/service to help you establish company pricing rates and policies for demand service work.
• Benefit objective is to improve profitability and competitiveness by pricing your work correctly.

Benefits - at the completion of the learning session you will:

• Have the skills to read an income and expense statement.
• Be able to breakdown financials by product/service category.
• Establish pricing sell rates by work category.
• Establish your demand service labor sell rate.
• Publish your pricing policy and procedures.

Who should attend:

• Anyone responsible for establishing pricing rates for any work category. Typical attendees are Owners, Operations Mangers, Sales Managers, Sales Reps, and Service Managers.

CS-STEP #2.0 Marketing commercial service for profits

Learning objectives:

• In this session you will learn how to identify your company’s commercial marketing strategies and associated systematic awareness campaigns to your markets to generate,  convert, and close profitable service agreements and project leads.
• Benefit objective is to increase profitability through new business acquisition via the most effective and loweest cost marketing channels.

Benefits - at the completion of the learning session you will:

• Understand the importance of lead-generation to you and your company’s success.
• Understand the sources of leads, and how and when to get them.
• Understand how to purchase qualified target customer lists.
• Understand what marketing strategies and promotion campaigns to use and when.
• Understand where to find help with implementing a marketing plan and strategies.
• Understand the importance of implementing a lead distribution and tracking process.
• Understand how to qualify leads and assign them to sales reps.
• Understand how to report weekly market development tasking goals and pending quoted work backlog.

Who should attend:

• Anyone responsible for identifying target markets and implementing systematic commercial lead generation programs for all commercial work categories. Typical attendees are Sales Managers, Sales Reps, Owners, Operations Mangers, General Managers, Marketing Managers, and Service Managers.

CS-STEP #3.0 Proper customer care call handling and dispatching processes

Learning objectives:

• In this session you will learn how to implement best-in-class call handling procedures for all work categories through a well-organized customer care department.
• Benefit objective is to increase profitability that achieves higher levels of customer satisfaction.

Benefits - at the completion of the learning session you will:

• Understand the roles, responsibilities, and requirements of dispatcher/customer care.
• Understand how to mobilize the field service labor management function.
• Understand how to develop customer call handling procedures for both the dispatcher and the field service technician.
• Understand how to develop and implement call-back procedures.
• Understand how to develop and implement after-hours emergency standby procedures.
• Understand which field and internal forms are required to implement effective internal/external communication and workflow procedures.

Who should attend:

• Anyone responsible for establishing appropriate customer care procedures for any or all work categories. Typical attendees are Dispatchers/Customer Care Managers, Owners, Operations Mangers, General Managers, and Service Managers.

CS-STEP #3.1 Priority dispatching and dispatch board set-up

Learning objectives:

• In this session you will learn how to organize the dispatch function and to implement a dispatch board to track calls and service work that is in-progress, pending, and/or waiting for parts, and to prioritize based on critical need, as well as to coordinate scheduled service agreement maintenance work to ensure work is being completed efficiently and on time. 
• Benefit objective is to increase profitability that achieves higher levels of customer satisfaction.

Benefits - at the completion of the learning session you will:

• Understand how to mobilize the field service and dispatch function.
• Understand how to implement effective procedures for expediting parts purchase orders and billing.
• Understand how to develop and implement field labor optimization strategies.
• Understand how to develop and implement call-back procedures.
• Understand how to develop and implement after-hours emergency standby procedures.

Who should attend:

• Anyone responsible for establishing a dispatch board for service work categories.  Typical attendees are Dispatchers/Customer Care Managers, Owners, Operations Mangers, General Managers, and Service Managers.

CS-STEP #3.2 Professional service and sales call handling process

Learning objectives:

• In this session you will learn how to use the proven service selling process to increase your service agreement close rates, sell at higher gross profit margin levels, and to systematically value-based sell to acquire the business on one call.
• Benefit objective is to increase new business acquisition productivity by lowering the time required for new business acquisition via an effective and logical step-by-step, best-practice, value-based selling process.

Benefits - at the completion of the learning session you will:

• Understand the importance of why and how you must set the standards of performance in your area.
• Understand the purpose of conducting the service agreement Customer and Equipment Survey.
• Have the skills necessary to analyze the data gathered to ensure proper equipment maintenance tasking and system services that may be warranted to meet customer requirements.
• Understand how to meet with the customer after the survey to explore their purchase options, reduce operating costs, improve the quality of their program, and/or help them achieve their financial, personal, technical, and timing objectives.
• Understand how to effectively close with customers 68% of the time using proven closing techniques.

Who should attend:

• Anyone responsible for selling commercial service agreements, retrofit projects, and design-build project work. Typical attendees are Sales Managers, Sales Reps, Owners, Operations Mangers, General Managers, Marketing Managers, and Service Managers.

​CS-STEP #3.3 Closing more service agreements at higher margins

Learning objectives:

• In this session you will learn that commercial, industrial and institutional industries are different and need different mechanical solutions so that you can provide equipment/system applications to meet their unique industry needs.

Benefits - at the completion of the learning session you will:

• Understand the importance of profiling industry segments and their competitors in order to identify your own competitive advantages and to position your offering to win more business.

Who should attend:

• Typical attendees are Owners, Sales Managers, Sales Reps, and Service Managers.

​CS-STEP #3.4 Understanding Building Owner/Operator Roles & Responsibilities

Learning objectives:

• In this session you will learn that Building Owner/Operators have unique roles and responsibilities that you can identify and incorporate into your proposed offerings to close more business.

Benefits - at the completion of the learning session you will:

• Understand the importance of developing long-term relationships. Your main objective is to best match your service options to meet the Building Owners/Operators' projected wants and needs. Knowing your prospect’s key organizational functions and responsibilities helps you better position your services. Building Owners/Operators are always searching for ways to save their company’s money or to do their jobs better.

Who should attend:

• Typical attendees are Owners, Sales Managers, Sales Reps, and Service Managers.

CS-STEP #3.5 Assessing Your Company

Learning objectives:

• In this session you will learn how to assess your company's competencies and capabilities, and to match them to target markets to go after that represent the highest economic potential.

Benefits - at the completion of the learning session you will:

• Understand how to “clone” your best customers and to identify where other similar businesses just like them are located.

Who should attend:

• Typical attendees are Owners, Sales Managers, Sales Reps, and Service Managers.

CS-STEP #3.6 Surveying Service Agreement Equipment/System Maintenance Requirements

Learning objectives:

• In this session you will learn that your primary objective when consulting for your clients should be to determine how the equipment/systems are being maintained and whether the program they have is adequate or is even being done at all.

Benefits - at the completion of the learning session you will:

• Understand how to identify the recommended equipment maintenance tasking procedures that should be periodically performed during the operating period to maintain the equipment operation at factory fresh specifications.

Who should attend:

• Typical attendees are Owners, Sales Managers, Sales Reps, and Service Managers.

CS-STEP #3.7 Qualifying the "Real-Worth-Win" of a Service Agreement Opportunity

Learning objectives:

• In this session you will learn how to develop a set of pre-call probing questions to effectively identify if the Service Agreement opportunity is real, worth it, and winnable. This section develops your ability to quickly qualify and prioritize Service Agreement deals based on the greatest return on your time, and on what will maximize your company’s profits. We provide you with a proven method to determine a deal's probability percentage of closing.

Benefits - at the completion of the learning session you will:

• Understand that growing the Service Agreement business via the salesperson’s sales opportunity funnel is like the plant business. Like a plant, each prospective Service Agreement needs scheduled, periodic attention to grow from a seed (opportunity) to full bloom (sale). If you forget a step, or select plant varieties (opportunities) that you can’t sell (close probability) you will only discover your oversight many months down the line. By then, however, it’s too late.

Who should attend:

• Typical attendees are Owners, Sales Managers, Sales Reps, and Service Managers.

CS-STEP #4.0 Professional service call handling process

Learning objectives:

• In this session you will learn how to implement a superior customer care, dispatcher, and service call handling process within your commercial service department.

Benefits - at the completion of the learning session you will:

• Understand the step-by-step, professional, service-driven, technician call handling process to help you achieve 100% customer satisfaction.

Who should attend:

• Typical attendees are Service Managers, Customer Care Dispatchers, Technicians.

CS-STEP #4.5 Efficient demand service written service standard procedures

Learning objectives:

• In this session you will learn how to implement standard operating procedures for commercial demand service that are simple to understand and provide a powerful tool for taking control of the quality of demand service work and job satisfaction.
• Benefit objective is to provide huge gains in performance and revenue improvement that bring the entire work team together in a mutually productive way to do the best job possible with the company's resources.

Benefits - at the completion of the learning session you will:

• Understand how to mobilize for demand service work.
• Understand how to develop and implement effective interdepartmental communication and delivery procedures.
• Understand how to develop manpower and resource scheduling procedures.
• Understand how to implement effective material scheduling and billing procedures.
• Understand how to develop and implement field labor optimization strategies.
• Understand how to implement effective quality control procedures.

Who should attend:

• Anyone responsible for establishing delivery processes for demand service work.  Typical attendees are Owners, Operations Mangers, General Managers, and Service Managers.

CS-STEP #4.6 Efficient service agreement written standard procedures

Learning objectives:

• In this session you will learn how to implement standard operating procedures for commercial service agreement work that are simple to understand and provide a powerful tool for taking control of the quality of service agreement work and job satisfaction.
• Benefit objective is to provide huge gains in performance and revenue improvement that bring the entire work team together in a mutually productive way to do the best job possible with the company's resources.

Benefits - at the completion of the learning session you will:

• Understand how to mobilize for service agreement work.
• Understand how to develop and implement effective interdepartmental communication and delivery procedures.
• Understand how to develop manpower and resource scheduling procedures.
• Understand how to implement effective material scheduling and billing procedures.
• Understand how to develop and implement field labor optimization strategies.
• Understand how to implement effective quality control procedures.

Who should attend:

• Anyone responsible for establishing delivery processes for demand service work. Typical attendees are Owners, Operations Mangers, General Managers, and Service Managers.

CS-STEP #4.7 Efficient Quoted Repair written standard procedures

Learning objectives:

• In this session you will learn how to implement standard operating procedures for commercial quoted repair work that are simple to understand and provide a powerful tool for taking control of the quality of quoted repair work and job satisfaction.
• Benefit objective is to provide huge gains in performance and revenue improvement that bring the entire work team together in a mutually productive way to do the best job possible with the company's resources.

Benefits - at the completion of the learning session you will:

• Understand how to mobilize for quoted service work.
• Understand how to develop and implement effective interdepartmental communication and delivery procedures.
• Understand how to develop manpower and resource scheduling procedures.
• Understand how to implement effective material scheduling and billing procedures.
• Understand how to develop and implement field labor optimization strategies.
• Understand how to implement effective quality control procedures.

Who should attend:

• Anyone responsible for establishing delivery processes for quoted repair service work. Typical attendees are Owners, Operations Mangers, General Managers, and Service Managers.

CS-STEP #5.0 Stocking service truck inventory for profits

Learning objectives:

• In this session you will learn the importance of and how to implement service truck and company inventory control policies and procedures for all work categories.
• You will gain an understanding of the benefits of inventory control to improve cash flow timing, reduce expense overruns, and to ensure customer satisfaction.

Benefits - at the completion of the learning session you will:

• Have the skills to publish and implement appropriate inventory cost controls within each work category.
• Be able to conduct on-going evaluations and update your inventory control procedures.
• Have a service related company tool and inventory control process that minimizes costs while reducing your employee’s risk of injury.

Who should attend:

• Anyone responsible for establishing inventory controls for truck stock, non-truck stock, tools, and service agreement equipment and materials. Typical attendees are Owners, Operations Mangers, General Managers, Parts Managers and Service Managers.

CS-STEP #6.0 Daily labor and opportunity conversion performance benchmarking

Learning objectives:

• In this session you will learn how to establish daily labor productivity benchmarks, average service revenue service ticket benchmarks, and daily service call conversion rates benchmarks for service agreements, IAQ/system enhancements, and replacement leads to help you proactively improve your businesses performance. You will also learn how to establish a daily call tracker and post-call debriefing for Technicians/Tune-up Specialists to efficiently gather and report daily performance by department and by individual Technician/Tune-up Specialist.
• Benefit objective is to help you to systematically improve revenue and profitability by driving business performance benchmarks in a positive direction.

Benefits - at the completion of the learning session you will:

• Understand what daily performance benchmarks are and why they are needed.
• Understand how to establish daily labor and opportunity conversion benchmarks to help you stay on track.

Who should attend:

• Anyone responsible for responsible for service profitability. Typical attendees are Owners, Comptrollers, Operations Mangers, and Service Managers.

CS-STEP #7.0 Paying Technicians/Tune-up Specialists for Profits

Learning objectives:

• In this session you will learn how to create proven financial compensation and non-financial reward plans for Technicians/Tune-up Specialists to motivate them towards higher levels of positive labor cost variance on all job categories as well as to increase opportunity sales conversion on all service calls.
• Benefit objective is to increase profitability that achieves higher levels of customer satisfaction.

Benefits - at the completion of the learning session you will:

• Have the skills to increase field labor productivity that improves moral through compensation and reward programs.
• Be able to create performance incentives to achieve positive labor cost variance on all job categories.
• Understand how incentives help encourage Technicians/Tune-up Specialists to systematically  identify customer and system needs and to provide your customers with solution options such as maintenance agreements, system enhancements, and equipment replacements and upgrades.
• Understand the power of and the need for profit-based incentive plans in labor and quality control management.
• Be able to etablish by work category the monitoring, measuring, and reporting of performance benchmarks to identify individual performance improvement initiatives.

Who should attend:

• Anyone responsible for establishing appropriate Technician/Tune-up Specialist labor incentives for all service and project work categories. Typical attendees are Owners, Operations Mangers, General Managers, and Service Managers.

CS-STEP #7.1 Paying commercial Sales Reps for Profits

Learning objectives:

• In this session you will learn how to create proven financial compensation plans for commercial service sales reps to motivate them towards higher levels of close rates and profit performance.
• Benefit objective is to increase profitability that achieves higher levels of productivity at higher estimated gross profit margins.

Benefits - at the completion of the learning session you will:

• Understand why compensation is so important in establishing effective sales teams.
• Understand how to design, implement, and evaluate a compensation plan.
• Understand how to incorporate the different types of expense reimbursements into the plan.
• Understand how to develop a proper compensation mix in the total compensation plan.
• Understand how to estimate cost of sales on jobs.

Who should attend:

• Anyone responsible for establishing sales compensation plans for commercial service agreements, retrofit projects, and design-build project work. Typical attendees are Owners, Operations Mangers, General Managers, Sales Managers, and Service Managers.