National HVACR Service Managers Forum
Presented by ACCA &
The Air Conditioning, Heating & Refrigeration NEWS
October 1 & 2, 2009
Hilton Riverside
New Orleans
Register now!
Keynote Sessions
 Opening Session:
"Each One Lead One: Long-Term Team Success"
Bruce Wilkinson
Some employees will constantly watch their successful co-workers so that they can see what it takes to get ahead and become more valuable to the organization as well. And some employees will watch others to see what shortcuts and bad behaviors they can get away with! That's why employees lead other employees whether they mean to or not. This enthusiastic, informative and fun-filled program will demonstrate some unique ways for you to get employees to demonstrate the right, positive behaviors -- and lead others by example.
 Kickoff Luncheon:
"Constructive Confrontation"
Larry Johnson
In a fast-paced, competitive environment, decisions must be made accurately and quickly. There isn’t time for prolonged discussion – and even less time to correct a poor decision! This means effective leaders must confront differences of opinion in a positive but hard-nosed manner. Unfortunately, many people don’t know how to confront differences in a positive but hard-nosed manner. Either they don't speak up and make their opinions known, or they push their point of view so hard that the discussion ends in a battle of wills. This no-nonsense program will show you how to confront issues directly and resolve differences positively, with employees, customers, bosses, and colleagues!
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This year's Service Managers Forum features nine dynamic workshops, each taught by leading service managers, contractors, and experts. Whether your work in residential HVAC, commercial HVAC, or both, you will find a wealth of learning and networking opportunities at the forum!
Breakout Workshops:
Courageous Service Management
Steve Coscia, Coscia Communications
Managing a first-rate service department requires a bold leader who applies proven management disciplines such as setting performance expectations, providing valuable feedback and taking corrective action - just to name a few. In the absence of strong management, employees will gravitate towards behavior that is easiest for themselves, rather than doing what is best for their employer. The lead-by-example factor in service management is often overlooked as a key reason for performance issues. In this session, gain management insight which will heighten your company’s service level as well as your own performance.
The HVAC System’s Fine … But My Customers Are Complaining!
Andrew Oser, Cropp Metcalfe; and Ken Summers, Comfort Institute
Your customer’s energy bills are too high … or they’re uncomfortable … but the HVAC system seems to be working fine! Frustrated? In this interactive program, learn how you and your team can get to the root of the problem … and how you can move from simple checklists and selling boxes – to diagnosing whole house comfort and selling solutions! This workshop will take you, your service department, and your company to a whole new level.
Hiring & Firing: From Start to Finish
Brooke Duncan, Adams & Reese
Hiring and firing are two tasks that most managers dread. In this session, one of the nation’s leading labor attorneys (who also happens to be one of our most popular and engaging workshop presenters) will show you how to navigate through both the legal and the practical do's and don’ts of hiring and firing, and everything in between when it comes to dealing with employees. Bring your real-life questions – this is a rare opportunity to ask a high-priced attorney anything you want!
Communications Excellence & Sales Effectiveness for Technicians
Drew Cameron, HVAC Sellutions
Learn how to inspire technicians to achieve a greater standard of performance (and quality of life) by enhancing their customer communications and sales performance. This seminar will show you an effective 50-step service call process in order to setup sales opportunities and deliver outstanding customer care. Walk away with turnkey tools and knowledge to improve your technicians' performance!
What’s Your Idea?
Bobby Ring, Meyer-Depew Heating & Cooling
The star of this workshop is – YOU. Get ready to share your best (and worst!) ideas with other service experts from around the country as Master of Ceremonies Bobby Ring leads you through a fast-paced program of idea generating and sharing. You’ll come away from this workshop with dozens of great ideas you can put to use in your company right away – and, if you come up with a good idea or two, maybe a little pocket cash, too.
Creating the Master Team for Lead Generation
Rick Hutcherson, RHI Training
Skills training guru Rick Hutcherson is back with an all-new presentation that will show you the inside scoop on increasing your average ticket. Hutcherson will cover vital ways to train service personnel through meetings and role play … explain how to create specials that create opportunities for both customer and technician … and even show you how to use tax credits to increase sales. You do not want to miss this all-new exclusive workshop!
The 2-Faced Service Manager: Managing Both Residential and Commercial Service
Eric Knaak, Isaac Heating & Air Conditioning
Residential and commercial service customers are very different from each other. But what if your company serves both (or is looking to move into one or the other)? The head of service for one of the country's leading HVAC firms will offer a real-world demonstration of how to structure your company for maximum success with both of these very different markets.
Commercial Service Agreements: What Are They Really Worth?
Jerry Hurwitz, J&J Air Conditioning
As service providers, we know that preventive maintenance reduces energy consumption, increases equipment life, reduces downtime, increases occupant comfort, etc. But do you really know the true impact that commercial maintenance agreements have on your business? By doing some simple exercises, Jerry Hurwitz will reveal what one dollar of a new Preventive Maintenance Agreement is really worth to your business. From this simple calculation you will be able to determine what you can afford to pay a top-flight service salesman. You will also learn who is a "real" service salesperson and how to track their performance. Most importantly, Hurwitz will unveil that selling service agreements does not require "magical powers"; it only requires basic techniques.
Integrating Energy Services into Commercial Maintenance Agreements
Gary Frayn, Advanced Energy Concepts; Jim Crowder, AirAdvice
Learn how to build your commercial service business by providing building owners with services that significantly reduce their energy bills and promote sustainability. Using an interactive format led by ACCA members that are already delivering these services, this workshop will show you the size of the opportunity, a process for delivering energy services, and tips to help you organize your service business to effectively deliver profitable energy services.
MIX Group for Service Managers: Can It Work?
Bob Miller, Southern Mechanical;
Richard A. Berner Sr., Air Comfort Service Inc.;
Douglas Geiser, Apollo Heating and Cooling;
Steve Gustafson, Callahan Service Company;
C. Daniel Boyette, Benson Heating & Air Conditioning
For years the MIX Group program has been cited by hundreds of America's best contractors as their secret to success. This program has mostly been reserved for the owners of HVAC companies but this same level of success can be shared by service managers that form peer groups to serve as informal advisors to each other. Learn how from an existing service managers MIX Group that has been active for the past 10 years.
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