Tuesday, October 5 - Wednesday, October 6
Dallas, TX
Agenda
8:00 AM - 5:00 PM CENTRAL
Most HVAC technicians fall into one of two traps: being overly self-serving OR withholding valuable information from customers. You’ll learn how to break this paradigm and deliver a world-class customer experience rooted in trust, respect, clarity, and service.
Discover how to create environments where success becomes the norm—for both you and your customers, which goes beyond diagnostics, price quotes, and your ability to make repairs. You’ll develop the ability to share information in a way that is impactful and drives customer action without applying pressure.
Learning Objectives:
- Engage confidently with any type of customer
- Build credibility and trust through your service mindset
- Communicate options clearly and effectively
- Share relevant products and services naturally and confidently
- Trust your instincts and use them intentionally
- Apply psychology to work with human nature, not against it
- Leverage a “Perfect Technical Process” to help customers help themselves
- Utilize a communication framework to ease customer anxiety
- Bundle and offer options versus ultimatums
- Enhance lifestyle and customer experience
- Create replacement opportunities without resistance when appropriate
- Cost to Keep rather than Repair vs. Replace
- Convert customers to clients for long-term relationships
The result? Customers who appreciate, review highly, and remember the experience, value your expertise, and stay with your company for life. More importantly, the quality of the customer experience directly impacts their willingness to recommend you to family, friends, and co-workers. In today’s market, your product is the customer experience – You will discover how to deliver it at the highest level.
Because in life, we don’t just need to love what we do—we need to love how we do it.
Who Should Attend:
Service or Operations manager (owner if this position is not filled), technicians and selling technicians.
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.
Room Block & Venue Information
Once venue and room block information becomes available, a Contractor University representative will contact you.
Register Now