This CD set features all 8 modules of the Service Managers' University in one package. These interactive, self paced training CDs provide the critical knowledge needed by today's service managers. Following is a short description of each CD and what you will learn. This CD set is perfect for any company who wants a valuable resource to use with their service managers for years to come.
SMU Module 1 - Profitable Service Starts With A Solid Foundation
This module is the first in a series focusing managing your service department profitably. Every project needs to start with a solid foundation. Your service department is no different. In this self-paced training module, we'll cover the three business units that make up every profitable service department.
- Demand Service
- Maintenance Agreements
- ProfitSmart Activities
These three units can only be successful by mastering technician motivation, goal setting for your techs, and department leadership. Set your solid foundation in place today.
SMU Module 2 - Demand Service - It's All About That Price!
This module focuses on proper management of the service department within the HVAC company. The service department should be the most profitable area of the company but many times isn’t due to improper management and leadership. We focus on the time that the service technicians should be engaged in demand service activities and will dig the need for proper pricing and how to see if your price is in line.
SMU Module 3 - Demand Serivce - Key Performance Indicators
This is where we get into the nitty gritty. Your techs will never miss a goal you don't set for them. You need to put goals in front of them for each of the key areas of performance. Then you need to measure against those goals to track their actual performance.We'll cover five different Key Performance Indicators that you need to track on each of your technicians.You'll learn:
- What each KPI is
- How to set the goal for your company
- How to measure each goal
SMU Module 4 - Maintenance Agreements - Creating Profitable Lifetime Customers
This module focuses on the second business unit in your service department—that is maintenance agreements. Maintenance agreements are the foundation for profitable growth in your company and can affect the cash flow for every other department in the company. We'll look at what makes up a successful maintenance agreement program, how to price your agreement properly and what the pitfalls are in not focusing on each of these critical areas.
SMU Module 5 - Maintenance Agreements - Key Performance Indicators
In this module, we'll focus on the key performance indicators that you need to track for every service technician to ensure profitable, productive performance in your maintenance department. We'll define them and teach you how to calculate them.
SMU Module 6 - ProfitSmart Activities - Turning On The Cash Flow
This module will focus on ProfitSmart activities. These are activities that the technicians need to participate in that will affect the rest of the company. This includes much more than just service. It is focusing on things like selling maintenance agreements, renewing maintenance agreements and generating qualified sales leads.
SMU Module 7 - Career Techs, Goals and Motivation
Your techs will never hit a goal you don’t set for them. It is imperative that you decide what performance you will demand from your techs. If you don’t set the benchmark, they will. In this module, we will look at the importance of setting goals and how to motivate your technicians and get them involved in the process.
SMU Module 8 - Service Department Leadership - Where Are We Going?
As the service manager in your company, you're the leader of your service department. As you lead, your service techs will follow. If you don’t like the performance of your team, maybe it’s not them. We will look at leading your service department and things that you can do to improve the performance of your team.