Spend two days with James Leichter, leading into the EPIC2027 Conference, and come away with a turnkey service department playbook. The course will give a full review of service department operations, goal setting and department profitability planning. We will cover the “perfect service call” and how dispatching and customer service relate to the service department as a whole. We will take a deep dive into service pricing. We will discuss pricing strategy, flat rate vs time and material, maintenance agreement pricing and how to calculate your service street labor rate. We will cover internal and external marketing for service and maintenance growth, seasonal advertising plans, as well as technician compensation and performance reviews.

Day one tackles dispatch logic, call prioritization, and tech productivity. Day two drills into first-call resolution, parts logistics, and real-time KPI dashboards. James combines whiteboard teaching with live software demos, role-play scripts, and round-table problem-solving, all delivered in his trademark “friendly drill-sergeant” style – direct, encouraging, and always backed by numbers.

You’ll leave the room with a binder full of checklists, editable scorecards, and a 90-day implementation roadmap. Most importantly, you’ll know why each process works and how to adapt it to shops from five to 100 trucks. Attendance is capped to keep conversation lively and give every participant one-on-one time with James.

Key Take-Aways Include:

• Mapping the ideal call flow – from CSR intake to follow-up call – in 12 clear steps.
• Setting daily, weekly, and monthly KPIs that predict revenue and flag trouble early.
• Boosting first-call success with the “Tech T-Square” parts-on-truck matrix.
• Dispatch sequencing tactics that trim windshield time and raise billable hours by 8 to 12%.
• How to create coaching scripts that turn angry warranty callers into five-star reviewers.
• Simple gamification methods that lift technician morale and optional-add-on sales.
• A 30-day “quick win” plan to show immediate ROI and build team buy-in.

What to Bring:

Please bring a working laptop or device that has Microsoft Excel so you can work within the spreadsheet templates we will provide.

EPIC2027 Pre-Event

This is an official EPIC2027 conference pre-event that is available to all contractors who want to attend.