 VIDEO: Developing Your Company Marketing Plan
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Learn about developing a company marketing plan and the various details to consider as you create your blueprint.
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 TEMPLATE: Debriefing Template Form
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Example debriefing form. Customize your company's version based on call procedures, sales process and culture.
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TEMPLATE: Technician Social Styles Evaluation Tool
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Use this tool to determine a technicians main attributes at work and then train around the process of how to get along with those personalities that are opposite. The tool has materials built in to guide how to react or in some cases not react.
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TEMPLATE: Service Manager Expectation and Role Training Service to Sell
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Use the example role description to define how and what you want your service manager to do in relationship to training service and maintenance technicians.
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TEMPLATE: Expectations and Role of A Service Technician in Sales
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Utilize this template as an annual expectations document, performance metrics guide, and as a definition of the role you expect from your service technicians.
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TEMPLATE: Customer Service Assessment for Technicians
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Customer service evaluation tool for technicians to determine awareness levels for training.
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TEMPLATE: Technician Skill Development
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Technician training example spreadsheet
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TEMPLATE: Technician Skill Development - Full Detail
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Detailed position by position skills chart for training and development, including customer relationships and selling.
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TEMPLATE: The Exit Interview Template
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Use this form to create your own practice for exit interviews in a voluntary case.
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TEMPLATE: Example Code of Conduct
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Use the example to create your own code of conduct policy. It is wise to have a local labor attorney review your final code of conduct policy to ensure its compliance with your state's laws.
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TEMPLATE: Employee Handbook Sample 1
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Sample employee handbook for review and modification.
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TEMPLATE: Employee Handbook Example 2
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A differing set of handbook notes and policies. Modify and update for your use and have a legal review performed once completed.
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TEMPLATE: Application for Employment
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Utilize the example forms to customize your employment application for your company.
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TEMPLATE: Role Description Operations Manager
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Sample Operations Manager expectations letter and role description for edit and use.
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TEMPLATE: Role Description and Expectations for Service Technician
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Service Technician role description
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TEMPLATE: Role Description and Expectations for Service Manager
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Service management expectations document and role description for use, edit and implementation.
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TEMPLATE: Role Description and Expectations for Customer Service Manager
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Use this template to design your company role description, expectations, KPIs, and training for the customer service management function.
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TEMPLATE: Expectations and Role Description - Comfort Advisor
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Utilize this example expectation and role, KPI's for Comfort Advisors. Adjust accordingly to your company metrics, compensation and training plans.
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TEMPLATE: Expectations and Role Description - Commercial Account Manager
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Use the role description to shape your own company platform. Adjust the KPI's, compensation and focus development for your own company.
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TEMPLATE: Expectations and Role Description - Dispatcher
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Customize your company's role description for the dispatch function.
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TEMPLATE: Expectations and Role Description - CSR
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Use this role description for CSRs to create a customized version for your company with metrics, training and compensation.
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TEMPLATE: Controller or Bookkeeping Expectations and Role Description
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It is important to have your financial function well organized to capture and report any operational aspects of a company for review and adjustments. In addition, the financial function's role is to prepare pro forma or forecasts and do some level of estimating forward. Learn the role of the accounting and financial function.
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TEMPLATE: Lead Coordinator Role and Expectations
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Use the material here to shape your customized expectations and role description for your lead coordination function, job scheduling and scheduling of Comfort Advisor selling functions.
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TEMPLATE: Sales Manager Role Description and Expectations
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Utilize the tool here to develop your own company's sales management role and expectations documentation to drive sales performance.
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TEMPLATE: Customer Call Center Manager Role and Expectations
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Use this role and expectations documentation for the Call Center Manager and create your own version to drive call center performance.
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TEMPLATE: Interview Guide for Accounting & Financial Roles
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Use this guide to develop your interview strategy, goals, preparation, questions and how you may want to approach the entire process to properly evaluate a candidate.
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TEMPLATE: Interview Guide for Sales
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Utilize the interview template here to improve or enhance your technique for interviewing a prospective candidate.
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TEMPLATE: Training Debriefing Form - Execution
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Use this debriefing form to gauge what, if anything, your employee learned during the training and how they plan to implement the process in their role. Debrief with every employee after each workshop they attend.
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TEMPLATE: Indoor Air Quality - Specialist
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Review and customize this Indoor Air Quality Specialist role description for your own company.
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TEMPLATE: General Manager Role and Expectations
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Utilize this template to create a General Manager role and expectations document for your own company.
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DOCUMENT: The Perfect Service Call
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Here is an example of the perfect service call process. This includes a breakdown of the steps a service technician can utilize via the company's process to successfully create a positive customer experience. Develop your own service call process and train around these principles.
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DOCUMENT: Service Call Analysis Debriefing
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Understand the process of debriefing after each call in the field with the service technicians.
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DOCUMENT: Technician Relationship Building with Customer Using Social Styles
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All customers are not the same and many are agitated by the time we arrive to service their equipment leading to a difficult set of conditions in building relationships. Any savvy technician knows once the problems are addressed, the homeowners often become best friends, yet what leads great customer service technicians to achieve this result? The answer is they are good with people. Specifically reading people, or technically the awareness of one's social style and its effects on others around them. By de-escalating the situation via listening skills and command of the call process, we can work on becoming better at customer service by excelling at personality styles. Learn how and why in this practice.
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DOCUMENT: Lead Turnover Process for Service Technicians
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Learn about the immediate sales opportunities and lead turnover process. This article defines the process for any service department to utilize. Not all technicians can or will be effective at selling, therefore a lead turnover model is necessary for many companies.
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DOCUMENT: Lead Turnover Sales Process for Maintenance Technicians
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Learn how to have your maintenance technicians create leads from the opportunities on service agreement calls and general precision tune ups (PTU). It is critical we generate some leads from these opportunities. This article reviews the example process.
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DOCUMENT: The Technician Repair Versus Replacement Process Article
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Learn about the fundamentals of repair versus replacement for technicians to sell or create lead turnovers.
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DOCUMENT: Creating More Leads in Demand Service
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Learn more about the technicians role of creating a lead if not a direct sale.
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DOCUMENT: Technician Customer Relationship Training Manual
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Training manual for technicians to evolve skills from a technical fix only role to a customer experience leader.
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DOCUMENT: Employee Testing Article - Learn the Process
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Creating an environment of success for team members is a big key in developing employees and your company. Utilizing a testing process based on desired skills and work requirements is a smart business practice. Dedicate your training around gap areas in skills and focus on that development until it is in place. Learn the basics of the use of testing to support team development.
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DOCUMENT: Sample Interview Questions & 10 Mistakes We Make
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From this article, learn the questions you can use in an interview. There is a large list to pull from to cut your preparation time down, and also learn about the 10 most frequent mistakes made in interviewing procedures.
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DOCUMENT: Code of Conduct for Employees
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A basic code of conduct allows for employees to understand the company values and behaviors expected. Without a code of conduct, employees sometimes don't know what the real rules are inside an organization and as leaders we need to clarify.
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DOCUMENT: Employee Handbook
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Use this article on the employee handbooks to be certain your handbook is organized to keep your company in sync with state and federal law, as well as the important policies you wish to promote within your firm.
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DOCUMENT: Key Practices in HR
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Study the major principles to structure your company's HR platform
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DOCUMENT: Termination Process
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No individual or company wants to de-hire or terminate an employee. The process is filled with emotion, conflict, and is generally a change that has deep reasons such as underperformance so it's simply a must-do but no fun to execute. Use this article and letter to learn how to be professional in this situation and remain compliant with your states legal requirements.
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