Course Overview

This position is responsible for the transition for commercial projects from the sales phase through the installation phase with the client, including verifying the installation scope of work, verification of equipment & material lists, permits processing, rebate processing, procuring equipment & materials, coordinating with subcontractors,  scheduling installation labor, closing out the project including inspections.

Module 0: Service Pro Online Classes Overview

• Build a strategic business action plan you can implement immediately
• Understand how work gets processed through roles, not the owner
• Apply step-by-step operating and work delivery processes
• Clarify employee vs. manager responsibilities for consistent execution
• Use labor utilization planning to prevent margin erosion

Module 1: Pricing & Estimating Systems

1.1 Light Commercial Pricing Methods

• Set up light-commercial flat-rate repair pricing
• Price portal-to-portal time-and-material repairs consistently
• Included Resources: Flat-rate repair price guide; hourly cost and truck/travel pricing calculator (Excel)

1.2 Commercial Service Agreement Surveying, Estimating & Proposal Writing

• Standardize service agreement surveying and estimating to reduce errors and risk
• Use customer and equipment survey forms to define the scope accurately
• Build service agreement estimates and pricing using a structured Excel workflow
• Write proposals that improve close rates and protect profitability
• Apply strategies for handling older, higher-risk contracts (planned repairs and risk reserves)
• Included Resources: Service agreement sales opportunity assessment form; estimating and pricing calculator (Excel)

1.3 Project Pricing Methods

• Choose the proper pricing method based on project risk and cost mix
• Apply the single divisor method and understand where it can misprice jobs
• Apply a dual-rate overhead method for more accurate overhead recovery
• Compare methods using real replacement and retrofit examples
• Included Resources: Project opportunity assessment form; project pricing calculators (single divisor and dual-rate overhead) (Excel)

Module 2: Commercial Lead Generation & Sales Execution

2.3 Repair Call Opportunity Assessment (Check-In / Check-Out)

• Use standardized check-in and check-out assessment forms
• Improve customer interviews and documentation quality
• Capture follow-up opportunities and create a clean next-step pipeline
• Included Resources: Technician check-in assessment form; technician check-out/system condition report form

2.4 Service Agreement & Project Sales Opportunity Assessments

• Use standardized forms to define scope, risk, and expectations
• Apply “first call” presentations to reduce common objections
• Use proposal templates to improve consistency and reduce legal/financial exposure
• Included Resources: Service agreement first-call presentation; service agreement proposal templates (short/long); project first-call presentation; project proposal template; cover letter & statement of qualifications package

2.6 Equipment Maintenance Requirements & Opportunity Assessment

• Understand why maintenance requirements drive contract success
• Customize maintenance solutions to customer needs
• Use survey tools to identify workload and risk correctly
• Apply periodic maintenance requirements to shape scope and pricing

Module 5: Work Delivery Standards & Operational Controls

5.1 Service Repair Work Delivery Standards

• Understand why written standards reduce chaos, callbacks, and inconsistency
• Apply step-by-step repair workflow from lead to close-out
• Included Resources: Service repair work delivery standard procedures (Word)

5.2 Service Agreement Work Delivery Standards

• Apply a consistent agreement workflow from lead to completion
• Improve inspection consistency and customer experience
• Included Resources: Service agreement, work delivery standard procedures (Word)

5.3 Project Work Delivery Standards

• Execute project workflow from lead to completion with consistent controls
• Reduce risk through standardized close-out and documentation
• Included Resources: Project/design-build work delivery standard procedures (Word)

5.4 Start-Up, Maintenance & Finance Procedures

• Apply equipment start-up and maintenance task standards
• Implement quality assurance checks
• Use receivables/payables procedures to protect cash flow
• Included Resources: Equipment start-up and maintenance tasking procedures; accounts receivable/payable procedures

5.5 Inventory, Tool Control & Customer Care Standards

• Implement inventory and tool control procedures to reduce shrinkage and waste
• Apply standardized customer care call handling procedures
• Included Resources: Inventory and tool control standards; customer care call handling standards

5.6 Labor Productivity Optimization

• Understand field productivity metrics and what drives them
• Apply procedures that improve efficiency and accountability
• Build buy-in using an 8-step adoption approach

5.7 Installation / Construction Scheduling Standards

• Verify job readiness and assign install dates consistently
• Use confirmation and close-out checklists
• Build and manage a weekly install capacity board
• Included Resources: Daily job checklist; weekly install capacity board

Module 6: Terms, Conditions & Risk Protection

• Understand invoices and proposals as binding business contracts
• Apply payment and liability protections for demand service, agreements, and projects
• Reduce disputes by clarifying scope, exclusions, and responsibilities
• Included Resources: Terms and conditions template set

Module 7: People Systems & Performance

7.1 Employee Retention Foundations

• Understand core processes that improve retention
• Implement standards that create clarity and stability

7.2 Performance-Based Roles & Incentives

• Implement performance-based job descriptions and monitoring
• Apply incentive plans that support productivity and profitability
• Reinforce culture expectations and accountability
• Included Resources: Performance incentive plan templates; performance-based job description library

7.3 Culture of Success

• Implement incentives and coaching rhythms that increase performance
• Build consistent expectations through measurable standards

Module 8: KPI Management for Profitability

• Use financial and labor KPIs to manage performance
• Apply rules-based management to improve consistency
• Use break-even planning to prevent cash shortages

Module 9: Organizational Structure for Growth

• Organize operations into logical departments for scale
• Define responsibilities, handoffs, and accountability
• Align structure with your service mix and labor needs
• Included Resources: Commercial service contractor org chart templates

Module 10: Customer Care & Dispatch Excellence

• Apply inbound/outbound call handling standards
• Hire and train customer care/dispatch roles effectively
• Use professional phone etiquette and follow-up procedures
• Maintain organized office systems for reliability
• Included Resources: Customer care call scripts; “price is too high” response templates

Module 11: Monthly Spend Planning & Budgeting

• Build monthly income and spending plans
• Forecast labor needs by work category
• Model scenarios and adjust plans proactively
• Included Resources: Annual and monthly budgeting calculator (Excel)

Module 12: Hiring, Training Needs, Coaching & Counseling

• Improve recruiting and retention decisions with structured screening
• Assess training needs and build development plans
• Apply coaching and counseling procedures to correct performance issues
• Included Resources: Employment application; employee counseling form

Module 13: Field Management Software Selection

• Understand the benefits of field service management software
• Use a checklist to select the right system and implement it effectively

Module 14: Leadership & Professional Development

• Understand leadership styles and when to use them
• Improve core leadership skills that drive team performance
• Build a personal leadership development plan

Course Key Outcomes

This course equips participants with the systems, workflows, and coordination skills required to successfully transition commercial projects from sales through installation and close-out—while protecting scope, schedule, margin, and customer experience.

Project Readiness & Transition

• Verify scope, equipment, materials, permits, rebates, and subcontractors before installation

• Eliminate missed handoff details that cause delays, rework, and margin loss

• Serve as the central coordination point between sales, operations, vendors, and installers

Scheduling & Execution

• Apply standardized workflows from project handoff through close-out

• Schedule labor accurately using job-readiness verification and capacity planning

• Improve installation flow, sequencing, and on-time completion

Margin & Risk Protection

• Prevent scope creep and missed costs before labor is dispatched

• Reduce rescheduling, material delays, and unplanned labor overruns

• Support accurate invoicing, rebate processing, and timely close-out

Quality, Compliance & Customer Experience

• Ensure permits, inspections, documentation, and contractual requirements are met

• Reduce callbacks, disputes, and change orders

• Deliver a more professional, predictable customer experience

Organizational Impact

Companies that apply this course benefit from smoother sales-to-install transitions, improved installation efficiency, stronger margin protection, fewer delays and rework issues, and higher customer satisfaction.