About the
SERVICE LEADERSHIP

The best service managers are service leaders. They build professional teams and steer them toward common goals of customer delight and professional craftsmanship. Providing excellent service, day in and day out, to each and every customer, requires effort, planning, and leadership.

As your company grows and adds employees, it becomes more complex and requires more focus. Providing excellent service doesn’t come from good intentions – it comes from internal systems, hiring practices, team coaching, implementing technology, offering the right incentives, and constant learning – for you and your employees.

Service Leadership started out 11 years ago as the ACCA Service Managers Forum. It has been one of the most successful annual contractor conferences of any kind. Our presenters come from the front lines of contracting – business owners, service leaders, and other industry experts – who know how to beat competition, because they do it every day.

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WHYATTEND

  • 1

    Meet Experts & Influencers Face to Face

    Today's service manager needs to have more management skills than technical skills. A great one has a technical background, a level head, exemplary communication skills, an in-depth understanding of financial KPIs, and the ability to multi-task.

    Service Leadership can help you discover ways to be more productive and profitable, learning directly from other managers and industry experts who have been in your shoes.

  • 2

    Advice From The Trenches

    Hearing what other service managers have done to make their teams more successful can motivate you to take their lead and follow in their footsteps. They might have been through it and could inspire you to add something new to your business or change the way you do things.

    Whatever it is, meeting others who have been/are successful in your industry should inspire and motivate you to reach the same level of success.

  • 3

    Break Out of Your Comfort Zone

    In-person events force you to break out of your comfort zone. It’s easy to read a blog post or listen to a podcast from your office. You don’t have to make small talk while your YouTube video loads up.

    It takes the right mix of technical and people skills to excel in the service manager role. This event is a great way to break out of old ways of thinking that have left us in a rut in our job, and create a culture that doesn’t wait for things to happen but that proactively makes them happen.

  • 4

    Networking Opportunities

    Social media can help keep you connected to peers who are both local and “far away.” However, there’s no substitution for meeting someone IRL (in real life).

    Service Leadership is filled with opportunities to mix and mingle, form new relationships, and strengthen existing ones. Over coffee, or a beer, you may make a connection with the perfect vendor, or prospect. At a breakout session, you may find yourself sitting beside your next mentor. If you don’t go, your toughest competitor will be sitting in your seat.

  • 5

    Invest In Yourself

    Perhaps this one is self-evident. But leaving the office and sharpening your skills is investing in yourself. It’s admitting that you’re worth it. It’s admitting that you still have things to learn. That you can get better.

    It’s an investment in yourself, your career, and even your company. When you purchase that meeting ticket, you’re saying that you’re investing in your own growth.

  • 6

    The Energy of Like-Minded Individuals

    There’s nothing like being in a room of like-minded people. Other people who are willing to take time away from the office to learn something new. Other people who want to “better” themselves.

    When you sit in a session, you'll discover that you’re not alone in wanting to improve your skills and bring something back to your company. Here you can create a support system of peers that are united in helping each other.

Conference SESSIONS

Day 1 Agenda

THURSDAY, November 8
7:00 AM
Registration Opens
7:00 AM - 8:00 AM
Registration Opens/Breakfast Available Read More »

Registration Opens/Breakfast Available

Over breakfast meet with the Service Leadership sponsors and learn all about the latest products and services they have to offer.

Hide Details ⇑
8:00 AM
Opening General Session
8:00 AM - 9:15 AM
Beyond Belief: Creating the Performance You Want Read More »

Beyond Belief: Creating the Performance You Want
Ryan Harris, NFL veteran and Super Bowl Champion

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9:15 AM
Coffee Break
9:15 AM - 9:45 AM
Coffee Break/Networking Read More »

Coffee Break/Networking

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10:00 AM
Concurrent Sessions
10:00 AM - 11:00 AM
The 10 Fundamental Attributes of a Successful Service Manager Read More »

Heath Betts | Nexstar Networks

When you become a Service Manager you have to remain proficient in the trades and repairs, but you are now responsible for leading a team that delivers results, completes tasks on time, and remains solution oriented. Challenge your thought process, train and develop a service manager who understands that they are one of the most important people in your company! Bring an open mind and be ready to take notes.

Heath Betts has been in the industry for over 30+ years. He became a Nexstar Operations Coach in 2015. He has owned and operated his own business and had the opportunity to resurrect under performing companies in 5 different states.



Hide Details ⇑
10:00 AM - 11:00 AM
Drive S.A.F.E.R. Read More »

Ray Hurley | Federated Insurance

Driving crashes and fatalities are a crisis that needs to be addressed. Both are at an all-time high. This discussion focuses on the reinforcement of S.A.F.E. driving and specifically how Speed, Attention, Fatigue, and Emotion can be managed effectively so your company drivers can return safely home from work each day. Be prepared to discuss actions that make a positive difference to your business and your drivers.

Ray Hurley is Federated’s Senior Risk Consultant and has the responsibility of supporting Federated’s Texas based contracting clients with safety and risk management. After earning a Finance degree from Oklahoma State University, Ray has more than 26 years of experience working with hundreds of HVAC contractors from around the country.

Hide Details ⇑
11:15 AM
Concurrent Sessions
11:15 AM - 12:15 PM
Data Alone Doesn’t Drive Results Read More »

Matt Marsiglio | Flame Heating, Cooling, Plumbing and Electrical

Too often managers obsess over driving results and forget about employee engagement, which cancels out results. Managers who ask for and use team feedback along data are highly respected. Otherwise, problems slip through the cracks and teams fall apart. This session focuses on the best ways to involve your team and coach them to success.

Matt Marsiglio is the Operations Manager at Flame Heating, Cooling, Plumbing and Electrical in Warren Michigan. Matt has been in the HVAC industry for over 23 years and has worked his way into management from the field. He currently operates a staff of 20 residential service technicians and 3 plumbers as well as overseeing the residential maintenance coordinator and the client service department. He has over seen substantial growth in revenue over his 7 years as service manager and credits this to his relationships throughout the industry.

Hide Details ⇑
11:15 AM - 12:15 PM
Consumer Trends and Evolving Customer Expectations for HVAC Companies Read More »

Edward McFarlane | Haller Enterprises, Inc.

How much do you spend on marketing? Is it enough or is it too much? Do you know what your conversion rate is, or have you never heard that term at all? All these questions and more will be discussed in Eddie’s session as he shares what worked for his company Haller, and where he thinks all HVAC companies should be spending their resources.

If you want to save money, or make more profit, don’t miss this session packed with real world examples.

Eddie is Vice President of Learning and Development, at Haller Enterprises Inc. Haller has been serving residential and commercial customers in central PA, since 1982. Eddie has held various positions and also manages the growth of their commercial sales team focused on growing business through the benefits of service maintenance agreements.

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12:30 PM
Networking Lunch
12:30 PM - 1:45 PM
Lunch Read More »
2:00 PM
Concurrent Sessions
2:00 PM - 3:00 PM
Company Culture and the Leader's Influence Factor Read More »

Theo Etzel | Conditioned Air, Inc.

This is an interactive session with real life examples and discussions around leadership style, a service-focused business, why the initials CBR should be part of who you are, why company culture is so critical, and why allowing the Ostrich Complex will undermine the entire team. Participate, ask questions, and resolve issues.

Theo Etzel, CEO of Conditioned Air Company in southwest Florida, is the author of the book, Invest Your Heartbeats Wisely, which focuses on practical, philosophical and principled leadership concepts for business and life. Theo is part of Vistage, an international association of CEOs dedicated to constant improvement of business practices and personal development.

Hide Details ⇑
2:00 PM - 3:00 PM
Customer Data is King Read More »

Michelle Hogan | One Biotechnology

Everyone talks about the importance of customer data. But many companies, although they collect and store customer data, do not put that data to good use – or they don’t know how to. In this session we will discuss what data is needed and how to best use it to increase your company’s business.

Michelle Hogan is The National Sales Director for One Biotechnology. Michelle has been in the trades for 22 years. In addition to working with contractors she has owned multiple businesses and worked at Clockwork Home Services/Direct Energy selling franchises and training. Michelle combines her years of contracting experience and extensive product knowledge to create the unique ability to help members increase their average tickets.

Hide Details ⇑
3:00 PM
Coffee Break
3:00 PM - 3:30 PM
Coffee Break/Networking Read More »

Coffee Break/Networking

Hide Details ⇑
3:45 PM
Concurrent Sessions
3:45 PM - 4:45 PM
Culture Problem? What Happens When You Fire 50% of your Workforce Read More »

Renee Lucas | LCS Heating and Cooling, LLC

Hiring for cultural fit is a common workplace practice. Sometimes firing for cultural fit is necessary too. While it’s not uncommon to have at least one negative employee, what do you do when it’s half of your company? After spending too much time dealing with bad attitudes, absences, gossip, and lots of callbacks for sloppy work, something had to change. In this session learn how we rebuilt and completely changed our company culture. From the 1-on-1 conversations with each employee, deciding who had to go and creating a process for hiring employees we actually want, we will cover it all.

Renee Lucas is co-owner of LCS Heating and Cooling, LLC., which provides residential and light commercial services in Indianapolis, IN. Renee started the company with her husband Travis in 2005 and currently has 11 employees.

Hide Details ⇑
3:45 PM - 4:45 PM
How to Repair a 747 in Flight Read More »

Rick Sperando | Black Diamond

Get the insider’s look at running a service business while continuing to generate sales and revenue. This session will point out the many parts of trying to keep a flight (business) moving forward and on time while dealing with the everyday issues that have a tendency to delay our forward progress.

Rick Sperando is President of Black Diamond Plumbing & Mechanical, with over 40 years of plumbing experience. He started his company in 1999 to take care of his customers and his employees. He believes that employees that are satisfied in their careers perform better, thus making happier customers.

Hide Details ⇑
5:00 PM
Vendor Reception
5:00 PM - 6:00 PM
Grab a glass of wine or local brew and appetizers. Read More »

Grab a glass of wine or local brew and appetizers. Visit and chat with vendors offering a wide variety of resources and services for the HVAC Industry.

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Day 2 Agenda

FRIDAY, November 9
7:00 AM
Registration Open
7:00 AM - 8:00 AM
Registration Opens/Breakfast Available Read More »

Registration Opens/Breakfast Available

Over breakfast meet with the Service Leadership sponsors and learn all about the latest products and services they have to offer.

Hide Details ⇑
8:00 AM
Concurrent Sessions
8:00 AM - 9:00 AM
Branding Outside the Box Read More »

Chris Crew | Blue Collar Success Group

In HVAC, we confuse branding with the name on the box. Success is really about branding your company and yourself. Your brand is the most important brand to the homeowner.

It’s the only brand you control, the only brand your competitors can’t offer, and the only brand that can’t be taken away from you. Join me as we talk about the best ways to build brand equity, messaging, offers, and most importantly how I know it works!

Chris Crew has trained hundreds of front-line employees from office staff to field personnel using his charismatic style of delivery, presenting powerful information in a way that helps people feel confident in themselves and the process. He has consulted for various size companies starting with owners in a truck, up to multiple locations, multiple trade businesses on how to best strategize and execute their plans.

Hide Details ⇑
8:00 AM - 9:00 AM
How to Keep Good Customers and Replace the Bad Ones Read More »

Michael Morosi | Contractor 20/20

Customer retention is not only a cost-effective and profitable strategy, but for today’s contractor, it’s an absolute must. This is especially true when you remember that 80% of your sales come from 20% of your customers and clients. Join Mike as he discusses the value of retaining a loyal customer, and how to establish a retention program that will pay dividends for years to come.

Mike is the President and CEO of Contractor 20/20, which provides marketing for plumbing, HVAC, and electrical contractors in over 40 states and Canada. Mike is well known as an author and teacher of best business practices.

Hide Details ⇑
9:00 AM
Coffee Break
9:00 AM - 9:30 AM
Coffee Break/Networking Read More »

Coffee Break/Networking

Hide Details ⇑
9:45 AM
Concurrent Sessions
9:45 AM - 10:45 AM
Training For Employees - Why It Doesn't Always Work or Help Anything Read More »

Frank Besednjak | The Training Source

Have you ever spent money or time training people to only find it didn’t really resolve the problem or improve anything? Or perhaps you had some short-term results but eventually things went right back to where they were before. Unfortunately, this is not that uncommon.

Gain insight on how to best handle challenges and illustrate how to create specific solutions that may be much more effective than just forcing your employees to take training that they don’t really want and that doesn’t work anyway. Leave this session with information that will help you improve employee performance and create training programs that stick.

Frank Besednjak is a speaker, trainer, business consultant, motivational speaker, and owner of The Training Source in Louisville, KY.

Hide Details ⇑
9:45 AM - 10:45 AM
HVAC Warranties to Improve Customer Satisfaction and Grow Revenue Read More »

Billy Leonard | AIG

Your service department is one of your best ambassador groups to ensure the best possible customer experiences, safeguarding your brand and customer loyalty, and generating positive consumer feedback that results in greater sales. Learn how your service department can enhance your company’s initiatives by incorporating it into strategic planning that leverages a positive brand image while increasing service revenue.

Billy Leonard, started young in the HVAC industry working within his family business. Currently a VP at AIG, Billy is driven to support positive advancements in the HVAC industry that strengthens the relationships between dealers and their customers. Billy is very family centric, enjoys outdoor adventures, and has recently learned the joys of puppy ownership.

Hide Details ⇑
11:00 AM
Closing Session
11:00 AM - 12:15 PM
Never Work a Day in Your Life Read More »

Ray Isaac | Isaac Heating & Air Conditioning Inc.

Learn how Isaac Heating & Air Conditioning’s focus on passion, culture, and leadership has created an environment where work is a joy and “why people work” is the focus for its leaders. Leadership is key and the leaders’ main duty is to nurture culture inside the organization.

Ray has led a transformation at Isaac where safety, uncompromising integrity, continuous improvement, fun, family, and community are core to everything they do.

Ray Isaac is President and Co-Owner of Isaac Heating & Air Conditioning Inc. A third-generation full service Mechanical Contractor headquartered in Rochester, NY. The business started by his grandfather, George T. Isaac in 1945, and has grown to one of the premier employers in New York State.

Hide Details ⇑

THE SPEAKERS

Beyond Belief: Creating the Performance You Want

Ryan Harris | NFL veteran and Super Bowl Champion

Limited beliefs provide limited results. Sometimes we get stuck in performance cycles that don’t match our potential. Under performing creates self-doubt. After a while, we don’t know what we are even capable of achieving. When we stop believing in ourselves, we lose opportunities.

There are wins all around us if we are willing to see them. This is a moment of opportunity. Gain a new perspective on what it means to win; believe in yourself and what’s possible; experience personal achievement; and re-frame your relationship with failure.

Ryan Harris, 10-year NFL veteran and Super Bowl Champion, will share his personal life and football stories. He is a catalyst that helps people believe in themselves! He sees it as his job to help you see the champion within.

Drive S.A.F.E.R.

Ray Hurley | Federated Insurance

Driving crashes and fatalities are a crisis that needs to be addressed. Both are at an all-time high. This discussion focuses on the reinforcement of S.A.F.E. driving and specifically how Speed, Attention, Fatigue, and Emotion can be managed effectively so your company drivers can return safely home from work each day. Be prepared to discuss actions that make a positive difference to your business and your drivers.

Ray Hurley is Federated’s Senior Risk Consultant and has the responsibility of supporting Federated’s Texas based contracting clients with safety and risk management.  After earning a Finance degree from Oklahoma State University, Ray has more than 26 years of experience working with hundreds of HVAC contractors from around the country.

Company Culture and the Leader’s Influence Factor

Theo Etzel | Conditioned Air, Inc.

This is an interactive session with real life examples and discussions around leadership style, a service-focused business, why the initials CBR should be part of who you are, why company culture is so critical, and why allowing the Ostrich Complex will undermine the entire team. Participate, ask questions, and resolve issues.

Theo Etzel, CEO of Conditioned Air Company in southwest Florida, is the author of the book, Invest Your Heartbeats Wisely, which focuses on practical, philosophical and principled leadership concepts for business and life. Theo is part of Vistage, an international association of CEOs dedicated to constant improvement of business practices and personal development.

How to Repair a 747 in Flight

Rick Sperando | Black Diamond

Get the insider’s look at running a service business while continuing to generate sales and revenue. This session will point out the many parts of trying to keep a flight (business) moving forward and on time while dealing with the everyday issues that have a tendency to delay our forward progress.

Rick Sperando is President of Black Diamond Plumbing & Mechanical, with over 40 years of plumbing experience. He started his company in 1999 to take care of his customers and his employees. He believes that employees that are satisfied in their careers perform better, thus making happier customers.

Customer Data is King

Michelle Hogan | One Biotechnology

Everyone talks about the importance of customer data. But many companies, although they collect and store customer data, do not put that data to good use – or they don’t know how to. In this session we will discuss what data is needed and how to best use it to increase your company’s business.

Michelle Hogan is The National Sales Director for One Biotechnology. Michelle has been in the trades for 22 years.  In addition to working with contractors she has owned multiple businesses and worked at Clockwork Home Services/Direct Energy selling franchises and training. Michelle combines her years of contracting experience and extensive product knowledge to create the unique ability to help members increase their average tickets.

Training For Employees – Why It Doesn’t Always Work or Help Anything

Frank Besednjak | The Training Source

Have you ever spent money or time training people to only find it didn’t really resolve the problem or improve anything? Or perhaps you had some short-term results but eventually things went right back to where they were before.  Unfortunately, this is not that uncommon.

Gain insight on how to best handle challenges and illustrate how to create specific solutions that may be much more effective than just forcing your employees to take training that they don’t really want and that doesn’t work anyway.  Leave this session with information that will help you improve employee performance and create training programs that stick.

Frank Besednjak is a speaker, trainer, business consultant, motivational speaker, and owner of The Training Source in Louisville, KY.

 

Consumer Trends and Evolving Customer Expectations for HVAC Companies

Edward McFarlane | Haller Enterprises, Inc.

How much do you spend on marketing? Is it enough or is it too much? Do you know what your conversion rate is, or have you never heard that term at all?  All these questions and more will be discussed in Eddie’s session as he shares what worked for his company Haller, and where he thinks all HVAC companies should be spending their resources.

If you want to save money, or make more profit, don’t miss this session packed with real world examples.

Eddie is Vice President of Learning and Development, at Haller Enterprises Inc. Haller  has been serving residential and commercial customers in central PA, since 1982. Eddie has held various positions and also manages the growth of their commercial sales team focused on growing business through the benefits of service maintenance agreements.

HVAC Warranties to Improve Customer Satisfaction and Grow Revenue

Billy Leonard | AIG

Your service department is one of your best ambassador groups to ensure the best possible customer experiences, safeguarding your brand and customer loyalty, and generating positive consumer feedback that results in greater sales. Learn how your service department can enhance your company’s initiatives by incorporating it into strategic planning that leverages a positive brand image while increasing service revenue.

Billy Leonard, started young in the HVAC industry working within his family business. Currently a VP at AIG, Billy is driven to support positive advancements in the HVAC industry that strengthens the relationships between dealers and their customers. Billy is very family centric, enjoys outdoor adventures, and has recently learned the joys of puppy ownership.

How to Keep Good Customers and Replace the Bad Ones

Michael Morosi | Contractor 20/20

Customer retention is not only a cost-effective and profitable strategy, but for today’s contractor, it’s an absolute must. This is especially true when you remember that 80% of your sales come from 20% of your customers and clients. Join Mike as he discusses the top 5 problems contractors face.

  1. Keeping the good customers, you have for less.
  2. Replacing the bad customer with good ones, with no extra investment.
  3. Increasing profits to even 20% Net without harm to your brand.
  4. Being able to hire great staff at will, so you can grow at will.
  5. Tracking key profit indicators, then acting to fix the problems they uncover.

Mike is the President and CEO of Contractor 20/20, which provides marketing for plumbing, HVAC, and electrical contractors in over 40 states and Canada. Mike is well known as an author and teacher of best business practices.

What Happens When You Fire 50% of your Workforce

Renee Lucas | LCS Heating and Cooling, LLC

Hiring for cultural fit is a common workplace practice. Sometimes firing for cultural fit is necessary too. While it’s not uncommon to have at least one negative employee, what do you do when it’s half of your company? After spending too much time dealing with bad attitudes, absences, gossip, and lots of callbacks for sloppy work, something had to change. In this session learn how we rebuilt and completely changed our company culture. From the 1-on-1 conversations with each employee, deciding who had to go and creating a process for hiring employees we actually want, we will cover it all.

Renee Lucas is co-owner of LCS Heating and Cooling, LLC., which provides residential and light commercial services in Indianapolis, IN. Renee started the company with her husband Travis in 2005 and currently has 11 employees.

Data Alone Doesn’t Drive Results

Matt Marsiglio | Flame Heating, Cooling, Plumbing and Electrical

Too often managers obsess over driving results and forget about employee engagement, which cancels out results. Managers who ask for and use team feedback along data are highly respected. Otherwise, problems slip through the cracks and teams fall apart. This session focuses on the best ways to involve your team and coach them to success.

Matt Marsiglio is the Operations Manager at Flame Heating, Cooling, Plumbing and Electrical in Warren Michigan. Matt has been in the HVAC industry for over 23 years and has worked his way into management from the field. He currently operates a staff of 20 residential service technicians and 3 plumbers as well as overseeing the residential maintenance coordinator and the client service department. He has over seen substantial growth in revenue over his 7 years as service manager and credits this to his relationships throughout the industry.

 

Branding Outside the Box

Chris Crew | Blue Collar Success Group

In HVAC, we confuse branding with the name on the box. Success is really about branding your company and yourself. Your brand is the most important brand to the homeowner.

It’s the only brand you control, the only brand your competitors can’t offer, and the only brand that can’t be taken away from you. Join me as we talk about the best ways to build brand equity, messaging, offers, and most importantly how I know it works!

Chris Crew has trained hundreds of front-line employees from office staff to field personnel using his charismatic style of delivery, presenting powerful information in a way that helps people feel confident in themselves and the process.  He has consulted for various size companies starting with owners in a truck, up to multiple locations, multiple trade businesses on how to best strategize and execute their plans.

10 Fundamental Attributes of a Successful Service Manager

Heath Betts | Nexstar Networks

When you become a Service Manager you have to remain proficient in the trades and repairs, but you are now responsible for leading a team that delivers results, completes tasks on time, and remains solution oriented. Challenge your thought process, train and develop a service manager who understands that they are one of the most important people in your company!  Bring an open mind and be ready to take notes.

Heath Betts has been in the industry for over 30+ years.  He became a Nexstar Operations Coach in 2015. He has owned and operated his own business and had the opportunity to resurrect under performing companies in 5 different states.

Never Work a Day in Your Life

Ray Isaac | Isaac Heating & Air Conditioning Inc.

Learn how Isaac Heating & Air Conditioning’s focus on passion, culture, and leadership has created an environment where work is a joy and “why people work” is the focus for its leaders. Leadership is key and the leaders’ main duty is to nurture culture inside the organization.

Ray has led a transformation at Isaac where safety, uncompromising integrity, continuous improvement, fun, family, and community are core to everything they do.

Ray Isaac is President and Co-Owner of Isaac Heating & Air Conditioning Inc. A third-generation full service Mechanical Contractor headquartered in Rochester, NY. The business started by his grandfather, George T. Isaac in 1945, and has grown to one of the premier employers in New York State.

Event Location

The Worthington Renaissance Fort Worth Hotel

200 Main Street
Fort Worth, TX 76102

Known for its warm, impeccable Texas-style service, the Worthington Renaissance Fort Worth Hotel brings modern sophistication to what was once a Wild West outpost – the center of attraction for the discriminating business, leisure and meeting guest. Situated in downtown Fort Worth, Texas, the hotel is just steps away from Sundance Square.

Room Rate: $199.00++(tax and service charge not included)
Hotel Cutoff Date: 10/15/2018

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