From start to finish, attendees were presented with practical, take-home information and insight - from solid business basics with QSC Business Coach Lawrence Snow, to managing cash flow and learning about business survival with speaker Dr. Ron Collier (Collier Consulting Group).
With the staggered seminar track format, everyone was given more than enough time to get in-depth on topics such as writing operational manuals, completing business reviews and evaluations, and learning 10 steps to the perfect service call.
Some quotables from the conference include:
- Collier: “Fix the customer, not the equipment. You want to
under-promise and over-deliver. Go beyond what the customer expects of you.”
“You are not an adult daycare center. Hire professionals with a professional mindset.”
- Speaker Gary
Elekes (Elekes Performance
Consulting): “There’s a difference between leadership and management:
Leadership is doing the right things; management is doing things right.”
“Define your business philosophy. It shapes your employees’ ways of thinking.”
- Speaker Gary
Oetker: “Make sure your techs
maintain their image throughout the day. Require an extra set of clothes on the
truck, breath mints, deodorant, etc. Make the last call of the day as fresh as
“Have your CSRs call the homeowner before the tech arrives for a scheduled job. It not only ensures a person is present, it provides a sense of security to the customer if they know who to expect at the door.”
Besides the informative seminars, attendees were treated to an Industry Partner Showcase, a tabletop show of new products and business tools between breakout sessions.
Members also took part in a Challenge Air golf tournament, sponsored by Hodes Co., which along with a Singleton auction raised nearly $16,000. In addition, QSC members contributed $15,800 to the PHCC Educational Foundation’s “Invest In Your Future” fundraiser, with InSinkErator matching one-third of the funds.
On the final day, election results were announced. Bill Chronister (Saddleback Plumbing Inc.) was elected to his first three-year term as trustee. Dave Singleton (David R. Singleton Inc.) was elected to a second three-year term. QSC trustees elected Keith Bienvenu as chairman for another year, and Patty Frank was elected vice-chair.
A closing address by Mark Matteson (Pinnacle Service Group) focused on “Implementing and Executing Change.” It was followed by a large closing reception.
The next QSC meeting will be in Washington, D.C., July 26-28. Visit www.qsc-phcc.org for further information.