National HVACR Service Managers Forum
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Presented By
2008 Sponsors
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Presented by ACCA &
The Air Conditioning, Heating & Refrigeration NEWS
October 9 & 10, 2008
Doubletree Hotel Houston Downtown
Houston, Texas
Register now!
A dynamic schedule of provocative keynotes and real-world management training ... designed BY contractors to meet the needs of their service managers ... with MAXIMUM LEARNING IMPACT.
Breakout Workshops
Six dynamic breakout sessions, each offered TWICE so you will have the chance to see ALL of them! A schedule designed by contractors for maximum learning impact. Each session is taught by leading contractors, service managers and experts.
Structure for Profit!
Learn how to structure your service department to maximize profits by rewarding the right performance, the right way! Discover the right commissions to pay, how to pay them (and how often), why pay is NOT the only motivator (and other ways to get top performance from techs), how to track sales and technician performance, and how to send “the right tech on the right call.” Presented by Rick Hutcherson, RHI
The Perfect Service Call
From the moment the customer calls your office until the time your technician leaves their driveway, discover how to create “The Perfect Service Call.” You’ll learn what your employees should say over the phone (the right questions to ask, the right answers to give, and the things to avoid), as well as how technicians should be trained to deal with the customer from the moment they arrive until the moment they leave. Learn how to navigate customer objections, offer open and honest communications, and turn every customer into a “Raving Fan.” Presented by Eric Knaak, Isaac Heating & Air Conditioning
How to Stay Cool When Customers Get Hot
Managing a quality-focused service department requires courageous enforcement - no cowards please. Service managers must set the bar high with no appetite for mediocrity. Serving customers with patience, courtesy and professionalism is a vital element in retaining your current customers, and gaining new ones. Learn about systems which will enable you and your front-line employees to deal with customers who are angry or who have objections, how to turn negative experiences into positive referrals, and connect with customers at a level that ensures a successful relationship. Presented by Steve Coscia, HVAC Customer Service
Finances for Service Managers
Get a thorough grounding in the basics of financial management which every service manager should know in order to guarantee a profitable service department! This workshop will review the basics of profit and loss statements, job costing, budgeting, and more. It’s not about accounting, it’s about managing your service department to ensure maximum profit and income! Presented by Skip Snyder, The Snyder Company
Taking Your Service Agreement Program to the Next Level
Service and maintenance agreements can be a lifeline for your company. Learn how to take a maintenance agreement to the “next level” by understanding: Your market demographics; how to identify potential agreement customers; the right ways to sell agreements; how to train reluctant techs to “sell” agreements; how to understand agreement pricing; proper ratios for analyzing the return on your agreement program; and much more! Presented by Michael Goater & Jessica Morriston, Air Conditioning by Jay
Leading Effective Meetings and Training Programs
How to use weekly and monthly meetings and training opportunities to maximize profits for your department and business! Learn how to pick meeting topics, how to set goals for each meeting, how to “create urgency” for both technicians and customers with specials, and how to communicate better with your employees and technicians. Presented by Rick Hutcherson, RHI
General Sessions
Getting Great Results: Turning Talent Into Performance
At the Opening Session, results from the largest management survey ever conducted will be combined with real-life management and leadership solutions to get the most from your people, regardless of their skill level.
You'll learn how to manage your ego-driven top producers ...
... how to listen like a leader and make your people feel heard ...
... how to hire for talent and turn it into top performance ...
... how to create a culture of excellence with your most promising people ...
... and how to help low performers to fight their way to the middle.
 Garrison Wynn has worked with some of the world’s most effective corporate leaders and salespeople. He has spoken before hundreds of groups on effective management decision-making, and has made a difference to thousands of businesses all over the world.
Can You Hear Me Now?
Ever wonder why you can't seem to connect with certain colleagues, or why some meetings with team members can be so frustrating? Do some employees and customers get under your skin, while others seem to connect with you instantly?
 Join us at the "kickoff luncheon" on October 10 for a fun, engaging, and interactive session with renowned communications expert Sarah Michel. Sarah will de-mystify the "four communications styles" so you will be able to connect with anyone, anywhere, anytime.
You'll learn to identify your own preferred style of communication ...
... use your natural talent to get better results and create buy-in ...
... recognize other people's styles and use differences to create a stronger team ...
... recognize why mis-communication occurs and reduce conflict ...
... build strong relationships with employees, colleagues, customers, and bosses.
Sarah Michel was the highest-rated presenter at the 2008 ACCA Conference and is the author of Perfecting Connecting and a frequent speaker on communications and networking.
Roundtable Luncheon: Connection in Action
On October 9, your food won't be the only "hot" thing about lunch. This special roundtable luncheon offers you a unique opportunity to discuss vital topics with your service manager peers from all over the country. Choose your table and your "Hot Topic" -- from GPS and fleet management, to productivity pay, to dispatching success, and lots more. Spend lunch talking and learning about issues that matter to your everyday operation. Share your best ideas and gain new ones to use when you get home!
For complete schedule, go here.
Register today!
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