PROFESSIONAL SERVICE CALL HANDLING & & WORK DELIVERY PROCEDURES:

This learning set is designed to help you implement service processes yielding these kinds of result:

  • Convert 8 out of 10 repair calls (non-service agreement customer) service agreement.
  • Convert 2 out of 10 service calls into quoted jobs.
  • Convert 8 out of 10 catastrophic repairs closed into replacements.
  • 65% increase in the average billable repair hours call.
  • Reduce call-backs down to 1 call out of 100
  • Retain 100% of the best technicians
  • Up to 22% or more net gross profit margin
  • Reduce job risk through written work delivery standards
  • Implement a post call "HARVESTING" followup email/text campaigns


RS-STEP #1.0 Transform Your Retail Residential HVAC Service Department
Learning objectives:

  • Learn what HVAC Contractors need in their businesses to be successful.  
  • You will learn the available service tools, proven business processes, work delivery forms and strategies to increase lead conversion rates and decrease the time dedicated to serving customers.


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

  • Most first year subscribers see on average about a 65% increase in both revenue and profits.
  • You gain defined operating company standards, processes & forms and staff job & implementation training
  • You and your staff can attend classes anytime, anywhere 24/7.


Who should attend:

  • Anyone responsible for establishing residential service and repair pricing rates. 
  • Typical attendees are Owners, Operations Mangers, General Managers, and Service Managers.



RS-STEP #1.1 Fix-Right Financial Set-up - Ordering Invoices & Service Agreements
Learning objectives:

  • In this session you will learn how to set-up and publish your company’s residential repair flat rate price book.
  • Gain an understanding why using flat rate based repair pricing helps provide you with pricing credibility and help sell service agreement on all calls which increase service profitability


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

  • Gain the skills to publish and implement a residential repair flat rate pricing system within your service delivery and maintenance agreement selling process.
  • Be able to accurately and quickly adjust your pricing in response to your labor and material cost changes.
  • Have a pricing control process for residential repair flat rate pricing within your demand service business that maximizes net margins.


Who should attend:

  • Anyone responsible for establishing residential service and repair pricing rates. 
  • Typical attendees are Owners, Operations Mangers, General Managers, and Service Managers.



RS-STEP #2.0 Marketing residential service for profits
Learning objectives:

  • In this session, you will learn how to identify your company’s retail residential service department marketing strategies.  This will enable you to implement systematic awareness campaigns embedded within your service call handling processes, as well as, supported within your website, tune-up ads and direct email and mail campaigns to generate and convert profitable leads to close.
  • Benefit objective is to increase profitability through new business acquisition via the most effective least cost marketing channels.


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

  • Learn the importance of lead generation to you and your company’s success.
  • Learn the sources of service call and market leads and how and when to get them.
  • Understand what marketing strategies, promotion campaigns, and professional service call handling awareness procedures and how to use and when.
  • Learn where to find help with implementing a marketing plan and budget.
  • Learn what 3 key consumer access buttons should in on your website.
  • Learn where in our Website User Guide how to enhance your websites local rankings.


Who should attend:

  • Anyone responsible for creating and implementing systematic lead generation programs within their business for any or all work categories. 
  • Typical attendees are Sales Managers, Sales Reps, Owners, Operations Mangers, General Managers, Marketing Managers, and Service Managers. 



RS-STEP #3.0 Proper customer care call handling and dispatching processes
Learning objectives:

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



RS-STEP #3.1 Priority dispatching and dispatch board set-up
Learning objectives:

  • In this session you will learn how to organize for the dispatch function and to implement a dispatch board to track calls and service work in progress and, or pending waiting for parts, prioritize based on critical need, as well as coordinating scheduled service agreement maintenance work to assure 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 parts expediting purchase order and billing procedures.
  • 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.


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.



RS-STEP #4.0 Professional Technician call handling process
Learning objectives:

  • In this session we will learn how to implement an effective step-by-step service call handling process.   The Service Call Handling Process to include proper phone call etiquette, understanding the Service Call Handling Objective, How to Make a Great Impression, Getting Ready for the Call, Arriving to the call, Greeting the customer, Interviewing the customer, Setting Customer Expectation, Problem diagnosis, Informing customer of diagnosis, Executing the repair, tune-up, or service, Debriefing customer, Call completion, Post Service Call Close, Call customer to advise of return visit response time, and making the Happy call to the customer.
  • Benefit objective is to increase profitability by accurately and efficiently gathering customer and scope of work job data, decreasing estimating errors, reducing work related risk liabilities, and by improving customer satisfaction.


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

  • Understanding how professional service call handling standardization systematically increases your average service ticket, increases leads for replacement and IAQ will improving customer satisfaction.
  • Understand how to implement step-by-step service call handling procedures.


Who should attend:

  • Anyone responsible for establishing service call handling policy and procedures for residential service work. 
  • Typical attendees are Owners, Operations Mangers, Dispatchers/Customer Care Managers, and Service Managers.



RS-STEP #4.1 Technician Service Call Handling Soft Skills for Proper Customer Communications
Learning objectives:

  • In this session, we will learn how to implement an effective technician service call handling proper customer communications.   The Service Call Handling customer communications to include proper introduction, transitioning to interviewing the customer, setting customer expectation, problem diagnosis, informing customer of diagnosis, debriefing customer, call completion, and proper post service call close out.
  • Benefit objective is to increase technician confidence using field proven communication techniques to provide consistent customer satisfaction.


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

  • Understanding how professional service call handling proper customer communications increases customer satisfaction.
  • Understand how to implement step-by-step service call handling communications.


 Who should attend:

  • Anyone responsible for establishing service call handling policy and procedures for residential service work. 
  • Typical attendees are Owners, Operations Mangers, Dispatchers/Customer Care Managers, Service Managers, and Technicians.



RS-STEP #4.2 Service call objective-getting
Learning objectives:

  • In this session we will help you better understand how to establish the service call objective, how to better communicate with the customer, how good communication includes making a good impression upon the customer, the importance of getting ready for the call prior to the on-site service visit, and the importance of arriving and properly approaching the home to the on-site service visit.
  • Benefit objective is to gain an understanding of the first three steps in the process of professional service call handling.


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

  • Understand how to implement step-by-step service call handling procedures to establish the service call objective, how to get ready for the service call, and how to professionally arrive and properly approach the home to the on-site service visit.


Who should attend:

  • Anyone responsible for establishing service call handling policy and procedures for residential service work. 
  • Typical attendees are Owners, Operations Mangers, Dispatchers/Customer Care Managers, Service Managers and Technicians/Tune-up Specialists. 



RS-STEP #4.3 Interviewing the customer-setting service call expectations
Learning objectives:

  • In this session we will help you better understand how to greet the customer and set the stage to interview the customer for HVAC system needs or wants prior to proceeding to the equipment, how to interview the customer for both customer wants and needs and HVAC history in order to assist the customer to make an inform decision regarding their HVAC system.
  • Benefit objective is to gain an understanding of the first three steps in the process of professional service call handling.


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

  • Understand how to implement step-by-step service call handling procedures to properly interview the customers for wants and system needs and how to set customer expectations for the service call.


Who should attend:

  • Anyone responsible for establishing service call handling policy and procedures for residential service work. 
  • Typical attendees are Owners, Operations Mangers, Dispatchers/Customer Care Managers, Service Managers and Technicians/Tune-up Specialists. 



RS-STEP #4.4 Problem diagnosis-informing customer of diagnosis
Learning objectives:

  • In this session we will help you better understand how the Tech/Tune-up Specialist performs Problem Diagnosis by diagnosing using Company approved guidelines, prices repair or solution per the Fix-Right repair guide, filling out the service ticket or wireless input device, identify on Repair or Replace Financial Decision Chart if price and age warrants repair or replacement, Timetable for the repair or solution completion, identifying solutions and pricing for any customer wants or system problems identified on the Service–Right Solutions Survey customer interview form.
  • In this session you will also gain a better understanding how the Tech/Tune-up Specialist explains to the customer their diagnosis and findings of the problem or reason for failure, the recommended solution is to correct, and the up-front price to correct, and getting the customer authorization to proceed with repairs or replacement.


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

  • Understand how to implement step-by-step service call handling procedures to properly diagnose the system in light of the repair or tune-up, or maintenance in light of Service-Right Survey related to both the customer and system needs and then communicating with customer your findings.


Who should attend:

  • Anyone responsible for establishing service call handling policy and procedures for residential service work. 
  • Typical attendees are Owners, Operations Mangers, Dispatchers/Customer Care Managers, Service Managers and Technicians/Tune-up Specialists. 



RS-STEP #4.5 Executing the repair, tune-up, or service
Learning objectives:

  • In this session we will help you better understand how the Technician/Tune-up Specialist completes the technical repairs, tune-up, or service, and verifies service ticket pricing is complete with all authorized work as well as, how the Technician/Tune-up Specialist reviews with the customer from a benefits perspective the repair, tune-up, or service on the service ticket or wireless input device. If not a service agreement customer, offers again the customers discount if joined today. 


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

  • Understand how to implement step-by-step service call handling procedures upon obtaining the work authorization to then properly execute repair or tune-up or maintenance in an efficient and safe manner as possible and then debriefing the customer, obtaining payment, and closing out the call.


Who should attend:

  • Anyone responsible for establishing service call handling policy and procedures for residential service work.  Typical attendees are Owners, Operations Mangers, Dispatchers/Customer Care Managers, Service Managers and Technicians/Tune-up Specialists.



RS-STEP #4.6 Efficient demand service written standard operating procedures
Learning objectives:

  • In this session we will learn how to implement standard residential demand service operating procedures 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 performance and revenue improvement gains 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.



RS-STEP #5.0 Stocking service truck inventory for profits
Learning objectives:

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


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

  • Gain 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, and Service Managers. 



RS-STEP #6.0 Daily service labor and opportunity conversion performance benchmarking
Learning objectives:

  • In this session we 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 Technician/Tune-up Specialist post call debriefing to efficiently gather and report daily performance by department and individual Technician/Tune-up Specialist.
  • Benefit objective is to help you to systematically improve revenue and profitability by driving business performance benchmarks in positive directions.


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, Comptroller, Operations Mangers, and Service Managers.



RS-STEP #7.0 Best Practice Performance Based Pay
Learning objectives:

  • In this session we will learn how to create proven financial compensation and non-financial reward plans for Technician/Tune-up Specialists that 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:

  • Gain 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 and the need of profit based incentive plans to labor and quality control management.
  • Establish by work category monitoring, measuring, and reporting performance benchmarks to identify individual performance improvement initiatives.


Who should attend:

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



PROFESSIONAL SALE CALL HANDLING & WORK DELIVERY PROCEDURES:
​​This learning set is designed to help you implement sales and installation processes yielding these kinds of result:

8.5 out of 10 close rates at 45% GPM on catastrophic failures found by your techs
6.5 out of 10 close rates at 36% GPM on request for quotes bids
Convert 2 out of 10 calls into quoted add-on jobs.
45% increase in the average installation ticket.
Reduce call-backs down to 1 call out of 100.
Retain 100% of the best installers and helpers.

Reduce job risk through written work delivery standards
Implement a post call "HARVESTING" followup email/text campaigns


RR-STEP #1.0 Transform Your Retail Residential HVAC Installation Department
Learning objectives:

  • In this session, you will learn what HVAC Contractors need in their businesses to be successful.  
  • You will learn the available installation tools, proven business processes, work delivery forms and strategies to increase close rates and decrease the time dedicated to selling.


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

  • Most first year subscribers see on average about a 65% increase in installation revenue and profits.
  • ReadyBuilt HVAC provides defined operating company standards, processes & forms and staff job & implementation training
  • You and your staff can attend classes anytime, anywhere 24/7.


Who should attend:

  • Anyone responsible for establishing or working anywhere within your installation department delivery processes for installation work. 
  • Typical attendees are all installation department staff positions.



RR-STEP # 1.1 Home comfort Flat Rate HVAC Replacement Price Guide Setup
Learning objectives:

  • In this session, you will learn how to establish flat rate pricing for equipment replacement to increase profitability and close rates while achieving higher levels of customer satisfaction. Flat rate system replacement pricing makes your company and Selling Techs/Comfort Advisors project professionalism.
  • When you quote out of the book, the math is already done, the proper selling is right in front of you, and the customer is assured that they are paying the same price everyone else is paying.


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

  • Flat rate replacement pricing enables your replacement business to close more at higher margins without alienating your customers.
  • Packaged replacement pricing makes your company and Sales Reps/Selling Techs appear more professional.
  • When you quote out of a price guide, the math is already done, the proven built-in selling system is right in front of you, and the customer is assured that they are paying the same price everyone else is paying.
  • Gain the skills to publish and implement a residential equipment replacement pricing system within your selling process.


Who should attend:

  • Anyone responsible for establishing residential equipment replacement installations presentation and pricing rates by system type.
  • Typical attendees are Owners, Selling Technicians, Comfort Advisors, Sales Managers, Operations Mangers, Marketing Managers, and Service Managers.. 



RR-STEP # 2.0 Proven Lead Generation Strategies and Tactics
Learning objectives:

  • In this session, you will learn how to identify your company’s retail residential installation department marketing strategies.  This will enable you to implement systematic awareness campaigns embedded within your service and sales call handling processes, as well as, supported within your website, replacement ads, direct email and mail campaigns to generate and convert profitable leads to close.
  • Benefit objective is to increase profitability through new business acquisition via the most effective least cost marketing channels.


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

  • Learn the importance of lead generation to you and your company’s success.
  • Learn the sources of service/sales call and market leads and how and when to get them.
  • Understand what marketing strategies, promotion campaigns, and professional service/sales call handling awareness procedures and how to use and when.
  • Learn where to find help with implementing a marketing plan and budget.
  • Learn what 3 key consumer access buttons should in on your website.
  • Learn where in our Website User Guide how to enhance your websites local rankings.


Who should attend:

  • Anyone responsible for creating and implementing systematic lead generation programs within their business for any or all work categories. 
  • Typical attendees are  Owners, Selling Technicians, Comfort Advisors, Sales Managers, Operations Mangers, Marketing Managers, and Service Managers.



RR-STEP # 3.0 Professional One-Call Sales Call Handling Process
Learning objectives:

  • In this session, you will learn how to implement an equipment replacement installation surveying, estimating, pricing and proposal writing standard operating procedure.
  • Benefit objective is to increase profitability by accurately and efficiently gathering customer and scope of work job data, decreasing estimating human errors, reducing work related risk liabilities and by improving customer satisfaction.


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

  • Understanding how systematic sales call handling standardization increases close rates and profitability, improves selling efficiencies and reduces business risk to the company.
  • Understand how to conduct a system/equipment survey and data gathering.
  • Understand job layout and design requirements.
  • Understand how to price and select closing method to use, either selling tech or request for quote.
  • Understand how best to make the final presentation, show affordability, present proposal agreement and close.
  • Understand, if proposal agreement not signed, how to raise the competitive bar on the competition.


Who should attend:

  • Anyone responsible for establishing selling, surveying, pricing, proposing and booking sold job policy and procedures for your retail residential equipment replacement work.
  • Typical attendees are Owners, Selling Technicians, Comfort Advisors, Sales Managers, Operations Mangers, Marketing Managers, and Service Managers. 



RR-STEP # 3.1 Closing More at Higher Margins with the Home Use & Livability Survey

Learning objectives:

  • In this session, you will learn how to use the proven “One-Call” selling process to increase your replacement close rates, sell at higher gross profit margin levels and to systematically value based sell your options to close on one call.
  • Benefit objective is to increase close rates by reducing the time required via effective and logical step-by-step best-of-the-best practice value based selling process.


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

  • Learn how to get the customer to participate in the selling process.
  • Learn how to systematically identify solutions to enhance the customers situation for comfort, health, safety, property and financial.
  • Learn the importance of why and how you must communicate how your company has set the installation standards of performance in your area.
  • Understand the purpose of conducting the “Home Use and Livability Survey” and how to raise the competitive bar by using “Which Contractor Best Meets Your Needs.”
  • Understand the purpose of conducting Manual J heat gain/loss measurement versus simply using existing system installation capacity.
  • Gain the skills necessary to analyze data gathered to insure proper equipment sizing and inclusion of any accessories and if any system modifications are warranted to meet customer requirements.
  • Learn how to effectively close the customer 85% of the time using when technician finds a repair greater than 40% or more of a replacement.
  • Learn how to effectively close the customer 65% of the time using the “One-Call” close process on a request for quote.


Who should attend:

  • Anyone responsible for selling in-home residential equipment replacement work. 
  • Typical attendees are Owners, Selling Technicians, Comfort Advisors, Sales Managers, Operations Mangers, Marketing Managers, and Service Managers.



RR-STEP # 3.2 Sold System Replacement Job Mobilization Process
Learning objectives:

  • In this session, we will learn how to implement an efficient sold job standard booking and mobilization process that eliminates human error and tracks jobs through each stage of installation.
  • Benefit objective is to standardize the delivery of sold jobs increase profitability and customer satisfaction while reducing business risk via effective and logical step-by-step best practice installation process.


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

  • Learn how properly book sold jobs within your replacement installation business.
  • Learn how to systematically verify document for completeness, process payment, order equipment, assign job to crew, schedule, stage job, delivery equipment/materials to site, crew completes installation work order, final inspection, verify completion and job close out.
  • Learn the importance of why and how you must communicate scope of work and transaction details with assigned crews via  installation work order.
  • Understand the purpose of holding the crew chief accountable all was delivered as proposed via the QC Job Start-up, Test and Verification Report.
  • Learn how to effectively reduce call-backs down to 1 install out of 100.


Who should attend:

  • Anyone responsible for selling in-home residential equipment replacement work. 
  • Typical attendees are  Owners, Installation Managers, Installation Schedulers, Sales Managers and Service Managers.



RR-STEP # 4.0 Efficient System Replacement Written Standard Operating Procedures
Learning objectives:

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


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

  • Learn how to use the standard procedures as the means to tune your business cash engine.
  • Learn how to use the standard procedures as your staff’s how-to-do job training.
  • Understand how to mobilize for replacement business from a lead to job close out.
  • Understand how to develop and implement effective interdepartmental communication and delivery 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 or working anywhere within your installation department delivery processes for installation work. 
  • Typical attendees are all installation department staff positions.



RR-STEP # 5.0 Stocking and Restocking Installation Inventory
Learning objectives:

  • In this session, you will learn the importance and how to implement replacement work equipment and material inventory control policies and procedures.
  • Gain an understanding of the inventory control benefits to improve cash flow timing, reduce expense overruns, and to assure customer satisfaction.


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

  • Gain the skills to establish, publish and implement an appropriate replacement installation inventory cost controls.
  • To be able to conduct on-going evaluations and updates to your inventory control procedures.
  • Have a company tool and inventory control process that minimizes costs while reducing your employee’s risk of injury.
  • Have a employee tool and inventory control process that reducing your employee’s risk of injury and associated company liability.


Who should attend:

  • Anyone responsible for establishing replacement work inventory controls for truck stock, non-truck stock, tools, and for installations equipment and materials. 
  • Typical attendees are Owners, Installation Managers, Installation Schedulers, Sales Managers and Service Managers.



RR-STEP # 6.0 Daily Labor and Opportunity Conversion KPI's
Learning objectives:

  • In this session, you will learn how to establish daily installation labor productivity benchmarks to help you proactively improve your businesses performance.  You will also learn how to establish a daily call tracker and Crew Chief/Installers post work completion debriefing to efficiently gather and report daily performance by department and individual Crew Chief/Installers.
  • Benefit objective is to help you to systematically improve revenue and profitability by driving business performance benchmarks in positive directions.


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

  • Understand what daily installation performance benchmarks are and why they are needed.
  • Understand how to establish daily job delivery labor benchmarks to help you stay on track.
  • Learn how to implement performance incentives for installers to drive positive labor variances to meet or beat budgeted job labor hours.


Who should attend:

  • Anyone responsible for responsible for service profitability. 
  • Typical attendees are Owners, Installation Managers, Installation Schedulers, Sales Managers and Service Managers.



RR-STEP # 7.0 Paying Crew Chiefs and Installers for Install Labor Efficiency
Learning objectives:

  • In this session, we will learn how to create proven financial compensation and non-financial reward plans for Crew Chief/Installers that motivate them towards higher levels of labor productivity to meet or beat budgeted job labor costs. 
  • Benefit objective is to increase profitability while achieving higher levels of customer satisfaction.


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

  • Gain the skills to increase field installation labor productivity that improves moral through compensation and reward programs.
  • To be able to create performance incentives to achieve positive labor cost variance on all job categories.
  • Establish by work category monitoring, measuring, and reporting performance benchmarks to identify individual performance improvement initiatives.


Who should attend:

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



RR-STEP # 7.1 Paying Comfort Advisors for Profits
Learning objectives:

  • In this session, you will learn how to create proven financial compensation plans for residential replacement sales reps that 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 expenses and transportation into the plan.
  • Understand how to develop a proper compensation plan to achieve company objectives.
  • Understand how to estimate your cost of sales on jobs.


Who should attend:

  • Anyone responsible for establishing sales compensation plans for residential equipment replacement installation work. 
  • Typical attendees are Owners, Operations Mangers, General Managers, Sales Managers, Service Managers, and Replacement Salespeople.

RESIDENTIAL JOB TRAINING SESSIONS

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