You customers are what makes or breaks your company. So, treating them the way they want to be treated and deserve to be treated is critical to your company's success.
Jason Young has been called a “rare breed” when it comes to developing leaders and customer service initiatives. As a former senior-level manager at Southwest Airlines, Jason learned the value of a successful workplace culture. During his 10-years with the airline consistently rated No. 1 in customer service and employee satisfaction, he was a key driver in creating and developing the company’s innovative training programs for its successful leadership and customer service culture that have become renowned in the business world today.
During this session, Jason is going to show you how you can create the same level of customer service at your company, as he created at Southwest.
Jerry Rollins -- speaker, author, and training director at Morris-Jenkins Heating & Air -- has 17+ years of experience in the contracting and coaching business.
Jerry says that it's not enough to "find trained technicians." If you want your progress to explode, then you need to learn how to build a workforce of technicians that take pride in working for your company.
In less than 55 minutes, Jerry will show you how one of the largest and most respected HVAC companies in the U.S. developed a "Tech Builder Program" that effectively and swiftly trained and maintained 63% of their top performing technicians in less than five years.
Laura DiFilippo is Vice President and Co-Owner of DiFilippo’s Service Company, a residential heating and air conditioning contracting business in Paoli, PA. For over 22 years Laura has been instrumental in running all the operations of the company including HR, financials, marketing and supervising the management team. A community staple for over 40 years, DiFilippo’s Service and its 12 employees pride themselves on a high level of professionalism and quality. Laura believes that there’s more to just being in the HVACR business, but we should be leaders. She has served as a National ACCA Board of Director since 2003 and has chaired many committees including Professional Development and Chapter Relations. She is the first woman to serve as an officer of the association, being Secretary, Treasurer, Senior Vice Chairman and ultimately Chairman of ACCA for 2012-2013. Her passion for ACCA and the industry shows is evident in any industry meeting or event she participates in.
Eric Knaak joined Isaac Heating & Air Conditioning in 1989 after serving in the U.S. Marine Corps. He rose through the ranks from new home installation mechanic to commercial installation mechanic, to residential service manager then commercial service manager. Eric is currently vice president and general manager.
Eric attended Genessee Community College in Batavia, New York and is a member of the Monroe Community College Business Advisory Board. He has served on the board of his local contracting association as well as several ACCA committees and the ACCA Board of Directors. He is also a frequent presenter in the HVAC industry and has written for IE3 Magazine.
Matt Marsiglio is the Service 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 leads a staff of 20 residential service technicians and three plumbers, as well as the residential maintenance coordinator and the client service department. He has overseen substantial growth in revenue over his 7 years as service manager and credits this to his relationships with other professionals throughout the industry.
Edward is Vice president of Sales and Training at Haller Enterprises Inc.. Haller is a Heating and Air-conditioning, Plumbing and Electrical company. Haller serves Residential and Commercial customers in Central PA. Haller has been serving its customers since 1982.
Edward 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.
Over the past twenty years Rob has inspired and led high-performing Sales teams in manufacturing, distribution, and retail channels all over the nation. As well as obtaining his B.S. Degree from MTSU in 1997, Rob earned a Certificate in Leadership Essentials at Belmont University’s Center for Executive Education in 2013.
As the Director of Sales for Lee Company in Nashville, TN, Rob oversees a 25+ million dollar per year Home Services Sales group with 18 Sales professionals representing trades in AOR (HVAC Replacement), Plumbing, Electrical, Windows, Home Renovations, and Inside Sales. Since 2011 Rob has successfully led the Sales group to average over 10% annual top line revenue grow.
Carol Grooms joined Carolina Comfort Air in 2013. With over 20 years of experience in advertising and sales, winning numerous local and state awards, Carol was a perfect fit for Service Sales Manager.
Carol was grown her team to 18 service techs, 4 in house coordinators, an in house answering service. She has implemented an extensive training program requiring all her techs to become Nate certified. She also works with local high schools students as interns. This allows them to get HVAC knowledge as well as give them skills they may not receive in school. She serves on the Johnston Community College Advisory Board while inspiring youths to see they can be successful in the heating and air trade.
Mike Agugliaro, “Business Warrior” and founder of CEO Warrior, has played a key role in building Gold Medal Services’ success, as co-owner of the company. In the last 10 years, Mike’s business-growing acumen took the company from a business making less than $1 million a year, to making more than $28 million a year. By performing a meticulous business audit, CEO Warrior targets the specific areas each business needs to address, eliminate, enhance or add in order to reach their business goals and attain what every business owner wants in the end: financial independence.
Bill has been a conference speaker and training facilitator for over 15 years. He is sought after as a keynote and as a breakout speaker focusing on business fundamentals, leadership, implementation, management, and customer service.
Bill has a knack for simplifying the complicated and a gift for being able to bring complex ideas to life through everyday situations that his audience can relate to. He leaves a lasting and life changing impression on his audiences. Bill believes that his responsibility as a speaker is not only to educate but to help change lives.
Bill is a Nexstar Member since 1996, a licensed Master Plumber and co-owner of Frank & Lindy Plumbing, Heating & Cooling in Peekskill, NY (Westchester County). Frank & Lindy has earned the Nexstar Network ‘Select Service Seal of Approval’ for seven consecutive years, one of five companies across the nation to do so. It is awarded for exceptional rankings in employee satisfaction, customer satisfaction and corporate stability.
Ben Kelley is the Director of Residential Operations for CroppMetcalfe Services in Fairfax, VA.
His HVAC career started in 1992 with Dwyer Service Corporation as a parts runner. I worked in the industry on and off while attending college. After graduating from college, Ben I went to work for FedEx and then the National Law Enforcement and Corrections Technology Center. He returned to the HVAC market to work for Dwyer running their office. He started with CroppMetcalfe when Dwyer them He has held numerous positions including: Parts Runner, Dispatcher, Office Manager, CSR Manager, Business Development Manager, Virginia Operations Manager, Plumbing Service Manager, Plumbing Operations Manager, HVAC Service Manager, HR Manager, Fleet Manager, Fairfax Branch Manager, Director of Customer Service, Director of Emerging Markets and Director of Residential HVAC.
Joe is a Culture of Accountability and 5-Star Results Evangelist and the Vice President for Comfort Systems USA Southwest. Comfort Systems USA Southwest is a fully integrated mechanical contracting firm with three locations in Arizona and New Mexico. The company’s portfolio of services includes HVAC service, energy services, mechanical construction, in-plant services, and manufacturing. Comfort Systems USA Southwest has proudly served its clients since 1962.
For the last 25 years Joe has served in and around the Energy Services, HVAC Services, and Mechanical Contracting industries. He has held positions from program development to executive vice president where he has specialized in start-ups, recovery, acquisitions, Esco projects, and culture development.
In his current role, he is directly responsible for the overall growth and profitability of Comfort Systems USA Southwest’s Building Services and In-Plant divisions and continuing the development of the Culture of Accountability through 5-Star Results.
Ryan Kletz is the Vice President of One Hour Heating and Air Conditioning, a residential heating and air conditioning company in Virginia Beach, VA. While the business has been in Ryan’s family for 38 years, he brought a unique perspective when he joined 9 years ago with his bachelor’s degree from Old Dominion University and his outside management experience. By working in every department from installation through service, administration, and client care Ryan was able to gain expertise in operational execution and has specialized in bringing a superior client experience to each element of the business. Ryan has led the charge to change company culture and has implemented true 24/7/365 full customer experience, developed an in house recruiting and training process to grow the team, increase employee satisfaction, and has driven the company to a 200% sales increase. Recently named one of the “Top 40 under 40” by “The News,” Ryan brings the perspective of today’s generation to the in home comfort industry.