Tuesday, February 11 - Wednesday, February 12
Virtual Workshop
Agenda
This workshop qualifies for 6.00 CEU credits
1:00PM – 4:00PM EASTERN (10:00AM - 1:00PM PACIFIC)
Course Objective:
The technician is the most common touchpoint with your customer; the one who actually enters the home and must bring your proper customer experience in the door. Their role is one of the most crucial in any home services business. So how can you, whether you’re the management setting the strategy or the technician who’s executing on it, ensure that you’re walking in with a strategy to seek perfection every single time?
Join us for this can’t-miss virtual workshop that will provide the tools and training for elite technician communication skills. You’ll learn to role play the communication processes, understand social styles & personalities, and develop the skills to improve customer relationships to build your company’s brand. We’ll walk through consumer behaviors, interests, and most important of all, how to share information with impact not pressure. Technicians will walk away understanding how to have a better, more complete conversation in the home where nothing is left out — all without transitioning into a “salesperson” role.
Attendees Will Learn:
- The role of the technician
- Mind mapping – attitudes and focusing on goals and the present
- Social styles and how to work with all types of people
- An understanding of effective communication
- A process to create a safe environment for your customer
- Setting goals and a personal plan
- The “Perfect Service Call” process
- How to effectively introduce any product or service without pressuring the homeowner
- How to respond to “How long do these systems last” correctly to provide you and the customer every option
- How to respond to “What would you do if it was your home?” without putting them in a defensive position
- And so much more!
Presenter
This mindset led Russ to explore psychology and behavioral economics, where he uncovered the real drivers behind trust, decision-making, and impact. His approach challenges traditional sales training, proving that you can not only love what you do—but also how you do it. By helping professionals unlock their highest potential, Russ empowers those he works with to achieve extraordinary performance.
Since 2011, Russ has worked on-site with over 40 companies, training teams to create continuity in the customer experience. He specializes in working with performance-based trades professionals but also trains and supports all personnel involved in the customer journey.
In the last decade, Russ has been discovered by a unique group of trades professionals—the technician. Most companies struggle to help their technicians reach the highest level of performance because they don’t know how to reconcile what Russ calls the Technician Paradox. In recent years, Russ has helped thousands of technicians unlock their potential, paving a pathway to personal confidence and exceptional performance—all without ever feeling like, or appearing to be a salesperson.
In addition to Russ’s 10-12 full time clients he always maintains, Russ is a highly sought-after speaker, motivator, consultant, coach, and trainer, inspiring thousands of professionals across North America. He has become a favorite among individuals, companies, distributors, and manufacturers seeking a better way to break through their own personal growth limits.
Since 2011, Russ has been a business partner with industry legend Drew Cameron. Together, they operate Flow Odyssey, a company dedicated to helping professionals with the most important work they will ever do in their lives—the work they do on themselves.
In addition, Russ is a proud Original Faculty member of industry better practices leader, EGIA’s Contractor University. On this platform Russ is grateful he gets to influence thousands of trades professionals every year.
Russ continues to teach and coach every day of his life, but if you ask him, he will tell you he will forever be a student of the craft he loves so much.