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 12 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.
In addition to General and Breakout session, there will be a trip to visit Emerson’s Helix Innovation Center on the campus of the University of Dayton. The Helix features full-scale, simulated environments, including a working commercial kitchen, a two-story residential home, a grocery store, a data center, and a commercial building. The center focuses on advancing ideas from concept to prototype quickly while testing them under real-world conditions.
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.
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.
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.
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.
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.
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.
Schedule Of Events
Customer convenience is the new dominating factor in service differentiation. The case studies featured in this session are derived from Steve Coscia’s hands-on, face-to-face interaction while serving leading contractors nationwide. Coscia drives his pickup from coast to coast, delivering seminars and consulting with clients, and he has amassed substantial evidence for the next wave of customer experience innovation. The companies who win in this new environment must invest in management training, a customer-centric employee culture and user-friendly infrastructure that makes it easy for customers to buy. This session will feature trends, metrics and strategies for winning future customers and transforming current customers into promoters.
Emerson Helix Innovation Center Tour
Emerson’s Helix Innovation Center on the campus of the University of Dayton. The Helix features full-scale, simulated environments, including a working commercial kitchen, a two-story residential home, a grocery store, a data center, and a commercial building. The center focuses on advancing ideas from concept to prototype quickly while testing them under real-world conditions. https://climate.emerson.com/en-us/tools-resources/the-helix
We may also be the manager who is struggling to keep team members on board, the moment we get someone up to speed, they decide to leave to work for a competitor.
Is it just how things are today? Or is it something we, as managers, coaches and leaders may be able to address or change? In this session, Frank Besednjak will discuss the key characteristics to look for in employees who have interest in being promoted to a leadership position. Besednjak will also examine the main reasons managers fail and how to avoid them and/or fix them.
• Become a trusted adviser and not the stereotypical salesperson
• Learn the art of asking questions and actively listening
• Develop long term customer relationships that will repeat, refer and request you.
• Increase your close rate
• Learn the difference between a suspect and prospect
SERVICE MANAGER OF THE YEAR
Nominate your service manager today for the 2019 Service Manager of the Year Award!
Service managers who work for an ACCA member company in good standing are eligible and must be nominated by their company's owner, president, or general manager. The ideal candidate promotes teamwork amongst all departments, emphasizes the importance of continuous training and learning, develops programs to motivate employees, and focuses on providing superior customer service.
The deadline to submit nominations is September 20, 2019. The 2019 award winner will be presented with ACCA's American flag that was flown over the United States Capitol Building on National HVAC Technician Day. The flag was flown by Congressman Markwayne Mullin (OK-2), former President of Mullin Plumbing, Heating and Air.
Contracting company owners, presidents, and general managers can nominate their service manager for the award at www.acca.org/members/awards/smotyaward.
*The 2019 Service Manager of the Year is expected to attend the 2019 Service Manager Forum in Dayton, OH, where they will be honored in front of their peers as the top service manager in the country.
Past Service Manager of the Year award winners include:
Classic Air's One Hour Heating & Air Conditioning
Schaafsma Heating & Cooling Co.
Carolina Comfort Air, Inc.
Become a Sponsor
For more information about the limited number of sponsor opportunities left, contact Alexis Dennis at 703-706-8216 or email email@example.com - but do it soon!
Crowne Plaza Dayton33 East Fifth Street
Dayton, OH, 45402
Book online or call 937-224-0800, mention ACCA for the discounted hotel rate.
Experience the vibrant energy of downtown Dayton when you stay at Crowne Plaza Dayton. Located just minutes from the Dayton International Airport, this full-service hotel offers the perfect combination of excellent service, total comfort, and unbeatable convenience right here in the "Birthplace of Aviation."
The hotel is just steps away from lots of the attractions, dining and nightlife in downtown Dayton.
Free Self Parking!
Free Airport Shuttle to the Hotel!