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HVACPro Residential Marketing Manager Job Training

Job Description

This position is accountable for developing, implementing, and executing lead-generating marketing plans for the organization’s HVAC service repair, replacement, and system accessory enhancement lines to attract new and retain existing customers..

HVACPro Online Classes

#0 How to Master a Thriving Residential HVAC Service Business
    1. Review how to use this program to implement a strategic Business Plan.
    2. Review how you only need employees to process your book of business.
    3. Review how the company operates and what work delivery processes are for employees to follow.
    4. Review how you only need managers in your business to manage your people to process.
    5. Review the importance of staffing up to 100% utilization of available labor to prevent higher operating costs than your competitors.
    6. Provided in residential and commercial subscription or purchase these documents:
      1. N/A

#1P1 Understanding Why Flat Rate Pricing is Needed

    1. Review why you need to sell based on value – not price.
    2. Review the real value you bring to a job.
    3. Review why upfront flat rate pricing is needed to recover non-chargeable labor time and vehicle operating cost expenses.
    4. Review what a consumer-friendly flat rate repair pricing format is.
    5. Provided in residential and commercial subscription or purchase these documents:

Product ID

 

 

 

 

1001

Fix-Right Flat-Rate Price Guide

You can order the Fix-Right HVAC or Plumbing or as an Electrical repair guide. Select one repair guide for only $39.95 per month, select two repair guides for only $69.95 per month, or select all three guides for only $79.95 per month, a 12-month subscription. Includes upload data for QuickBooks™ or for your field management software. Subscription consists of the following online training and resources:

  • Technician Fix-Right Flat Rate USER Instructions.
  • Professional service call handling process.
  • Technician Service Call Handling Soft Skills for Proper Customer Communications.

 

Product ID

 

 

 

1002

Three Upfront Flat-Rate Price Guide Set – Repair, Replacement & Ductless Mini-Split

You can order the Fix-Right HVAC or Plumbing or as an Electrical repair guide. Select one repair guide for only $39.95 per month, select two repair guides for only $69.95 per month, or select all three guides for only $79.95 per month, a 12-month subscription. Includes upload data for QuickBooks™ or for your field management software. Subscription consists of the following online training and resources:

  • Technician Fix-Right Flat Rate USER Instructions.
  • Professional service call handling process.
  • Technician Service Call Handling Soft Skills for Proper Customer Communications.

 #1P2 Establishing Flat Rate Repair & Crew Truck & Labor Hourly Cost & Sell Rates:

    1. Review how to determine your available billable onsite hours.
    2. Review how to determine your hourly service vehicle and installation truck owning & operating cost rate.
    3. Review how to determine your hourly technician and 2-man crew costs rate.
    4. Review how to determine your repair warranty support cost rate.
    5. Review how to determine your replacement warranty reserve cost rate.
    6. Provided in residential and commercial subscription or purchase these documents:

 

Product ID

 

1003

Technician/Installer Onsite Hourly and Truck and Travel hourly Pricing Calculator Program in Microsoft Excel

This document is used by service and replacement management to calculate the upfront per-trip truck and travel rate for your upfront repair and replacement price guides. This document is provided in Microsoft Excel format with results printed on your local printer.

 #1P3 Establishing Monthly & Annual Service Agreement Rates:

    1. Review service agreement scope of work and deliverables.
    2. Review the two primary reasons for selling service agreements.
    3. Review how to determine your monthly and annual service agreement cost rate for the one inspection per year first unit and adder per additional unit at the same location.
    4. Review how to determine your monthly and annual service agreement cost rate for the two inspections per year, the first and additional unit(s) at the same location.
    5. Provided in residential and commercial subscription or purchase these documents: Provided in residential and commercial subscription or purchase these documents:
    6. N/A

#2P1 Lead Generation Website and AdWords Marketing Budgeting:

    1. Review why you need a professional website that is optimized for search engines.
    2. Review the five key on-website optimization strategies.
    3. Review the off-website optimization strategies.
    4. Review the difference between pay-per-click and organic search results.
    5. Review how to calculate your pay-per-click rate.
    6. Review how to calculate your pay-per-click budget.
    7. Provided in residential and commercial subscription or purchase these documents:
    8. N/A

 

#2P2 Lead Generating – Onsite Opportunity Assessment Survey Forms:

      1. Review onsite opportunity assessment forms by transaction type.
      2. Review how to ask a logical set of repair call questions.
      3. Review how to harvest post-call items found on the opportunity assessment survey form.
      4. Review the 37 common opportunity items still needing attention.
      5. Review how to ask a logical set of replacement call questions.
      6. Provided in residential and commercial subscription or purchase these documents:

Product ID

 

 

 

 

1004

Technician Repair Call Check-in Opportunity Assessment Form

In most cases, when the technician first arrives on a repair call, the system is dead. The system cannot speak for itself, so you must interview the customer about the patient. An Opportunity Assessment Survey form is needed to enable the technician to learn about the customer, the problem or issue, and other areas that may present opportunities to improve. Customers commonly desire improved comfort, health, safety, property, and financial situation. After confirming the purpose of the call and making introductions, the technician uses the script located at the top of the form

Product ID

 

 

 

 

1005

Technician Repair or Maintenance Call Check-Out Opportunity Assessment Forms – Multi-Form access to print vendor

Entitled  System Condition Report. This form lets the customer go forward with recommendations to save money or help avoid catastrophic failures. This form allows the company to continue communicating post-call with the customer to “harvest more opportunities” that need attention. The technician and the customer must sign off as presented and received. At the end of the call, the technician reviews anything they have checked off that still “needs attention” on our System Condition Report to help the customer post-call become more comfortable, safer, and healthier and save money. The technician returns the System Condition Report to the service manager for pricing work and follows up with the customer on the recommended work that needs attention. When used with Microsoft Office and the obtained customer’s email address or cell phone number, this form enables the contractor to continue post-call harvest opportunities that remain to need attention. Access to print vendor included in Complete Appendix B Documentation Set.

 

#3 How to Win More Business by Differentiating Your Services:

  1. Review product or service brand name and positioning.
  2. Review examples of repair services positioning.
  3. Review the importance of creating your own product or service brands.
  4. Review an example service agreement brand positioning statement to be used in promotional materials.
  5. Provided in residential and commercial subscription or purchase these documents:
  6. N/A

#4P1 Repair Trust Selling Call Handling Approach:

  1. Review the 4 steps of the consultative trust selling approach.
  2. Review why you need to standardize the service call handling process.
  3. Review why business growth & sustainability depends on selling service agreements.
  4. Review proactive repair trust-selling standards.
  5. Provided in residential and commercial subscription or purchase these documents:

Product ID

1007

Proactive Repair Call Handling Tasking Procedures

Service managers and repair technicians use this standard procedure document to perform the step-by-step functions of a professional service call handling procedure and forms from a lead to sold repair customer checkout. This document is provided in original Microsoft Word format to be printed on your local printer.

 #4P2 Service Agreement Trust Selling Approach:

  1. Understanding the Service Agreement Business.
  2. Review of the many customer benefits of a service agreement.
  3. Review the many company operating and business value benefits of service agreements.
  4. Review customer service agreement expectations.
  5. Review proactive service agreement trust-selling standards.
    1. Provided in residential and commercial subscription or purchase these documents:

 

Product ID

1008

Proactive Service Agreement Sales Call Handling Tasking Procedures

Service managers, selling technicians and technicians use this standard procedure document to perform the step-by-step procedures of a professional service agreement call handling from a lead to sold agreement. This document is provided in original Microsoft Word, Excel, and Acrobat PDF format to be printed on your local printer.

 #4P3 Replacement Trust Selling Approach:

  1. Review the system replacement business.
  2. Review of proactive trust-selling system replacement standards.
  3. Provided in residential and commercial subscription or purchase these documents:

Product ID

1009

 

 

Proactive Replacement Trust-Selling Standards Procedures

The selling technician and comfort advisors use this selling standard procedure to perform the step-by-step functions of professional project/design-build sales and operations from a lead to booking a sold replacement job. This document is provided in original Microsoft Word, Excel, PowerPoint, and Acrobat PDF format to be printed on your local printer.

Product ID

 

1010

Replacement Sales Presentation (This is included in our Home Comfort Flat Rate Price Guide

This promotional tool is used by selling technicians and comfort advisors on a request for bid/estimate/quote to systematically overcome 4-common sales objections, (1) What makes your company different?, (2) What regulatory compliant approach you will use to obtain the lowest possible price, (3) Why your Company has to set the standard of performance in the area, (4) What the customer can expect before, during, and post-installation, and (5) Investment Option Price Sheet to provide an upfront itemize and logical installation sequence and price to the customer. This promotional contract is provided in original Microsoft PowerPoint format to be printed on your local printer.

Product ID

1011

HVAC System Replacement Proposal Agreement

Selling technicians and comfort advisors use this promotional and system replacement transaction contract. This document is multi-form; this form’s desired quantities are purchased directly through our authorized print vendor. Access to print vendor included in Complete Appendix B Documentation Set.

Product ID

1012

Ductless Mini-Split-System Replacement Proposal Agreement

Selling technicians and comfort advisors use this promotional and system replacement transaction contract. This document is multi-form; this form’s desired quantities are purchased directly through our authorized print vendor. Access to print vendor included in Complete Appendix B Documentation Set.

Product ID

1013

Boiler System Replacement Proposal Agreement

Selling technicians and comfort advisors use this promotional and system replacement transaction contract. This document is multi-form; this form’s desired quantities are purchased directly through our authorized print vendor. Access to print vendor included in Complete Appendix B Documentation Set.

Product ID

1014

Pro-Tech Service Agreement

Access to print vendor included in Complete Appendix B Documentation Set. Technicians use this promotional and maintenance transaction contract. This document is multi-form, and this form’s desired quantities are purchased directly through our authorized print vendor. Access to print vendor included in Complete Appendix B Documentation Set.

Product ID

 

1032

Which Contractor Best Meets Your Needs Questionnaire in Microsoft Excel

Typically, when a customer does not sign, obtain the Which Contractor Best Meets Your Needs? Introduce this 20-questionnaire to the customer as a courtesy to our clients. This questionnaire helps the customer not get damaged by using an unworthy contractor. Nine out of ten times, the customer will not even get past the first five questions. For example, question 4 asks, “Do you perform drug testing to screen employees for hire?”. Simply explain to the customer the following. Suppose a contractor comes on your property with an employee under the influence of drugs and gets hurt. In that case, they can sue you personally for allowing them to work on your property stoned. Ouch. Why is this an important question to ask? As proof, when contractors recruit technicians and installers applicants for hire and tell applicants that drug testing is required, only 6 out of 10 applicants return.

 

#5P1 Why We Need Written Operating & Work Delivery Standard Procedures:

  1. Review how to get input and buy-in from all work delivery stakeholders.
  2. Review the business functions that must occur to be in business.
  3. Review why we need written work delivery standards.
  4. Review from a lead to job close out best practice service repair work delivery standards.
  5. Provided in residential and commercial subscription or purchase these documents:
    1.  

Product ID

1015

Service Repair Work Delivery Standard Procedures

Includes step-by-step work delivery tasking standards from a lead to repair job closeout. This document is provided in the original Microsoft Word format to be printed on your local printer. Service managers and operations managers use them.

Product ID

 

 

1018

Equipment Start-up &  Maintenance Tasking Procedures

HVAC service companies use this equipment start-up, text, and verification tasking procedures to adhere to the new ASHRAE standard 180P standards. These tasking procedures help you establish the minimum HVAC inspection and maintenance requirements that preserve a system’s ability to achieve optimum operations. AccuTask includes 136 start-up and maintenance tasking forms for 99.9% of HVAC equipment and systems. These documents are used by service managers, installation managers, technicians, installers, and operations managers. These documents are provided in original Microsoft Word format to be printed on your local printer.

 

#5P2 Service Repair Work Written Delivery Standard Procedures:

    1. Review from a lead to job close out, best practice written service agreement works delivery standards.
    2. Provided in residential and commercial subscription or purchase these documents:

Product ID

1016

Service Agreement Work Delivery Standard Procedures

Includes step-by-step work delivery tasking standards from a lead to service agreement job closeout. Service managers and operations managers use them. This document is provided in original Microsoft Word format to be printed on your local printer.

 #5P3 Service Agreement Written Work Delivery Standard Procedures:

  1. Review from a lead to job close out, best practice written system replacement work delivery standards.
  2. Review how to create a project/design‐build statement of qualifications.
  3. Review an example cover letter and statement of qualifications.
    1. Provided in residential and commercial subscription or purchase these documents:

Product ID

1017

 

System Replacement Work Delivery Standard Procedures

Includes step-by-step work delivery tasking standards from a lead to Project/Design-Build agreement job closeout. Service managers and operations managers use them. This document is provided in original Microsoft Word format to be printed on your local printer.

 #5P4 Replacement Written Work Delivery Standard Procedures:

    1. Review how to establish a written quality assurance standard Procedures.
    2. Review the need to establish proper transaction credit and payment terms.
    3. Review how to establish accounts receivable aging.
    4. Review how to establish accounts receivable aging schedule.
    5. Review best practice accounts receivable rules.
    6. Provided in residential and commercial subscription or purchase these documents:

Product ID

1019

Accounts Receivable and Payable Standard Procedures

Includes step-by-step accounting receivable and payable standards. General managers and operations managers use them. This document is provided in original Microsoft Word format to be printed on your local printer.

 #7P1 Retain the Best People with Employee Retention Strategies

    1. Review how to implement work delivery standards.
    2. Review how to implement performance-based job descriptions.
    3. Review how to implement labor billable efficiency & productivity monitoring process.
    4. Review how to implement a company culture of success.
    5. Review how performance incentives help achieve business objectives by adhering to a high standard code of conduct.
    6. Review a best practice performance incentive plan for office staff, technicians, selling technicians, and Installers.
    7. Review a best practice performance incentive plan for comfort advisors.
    8. Provided in residential and commercial subscription or purchase these documents:

Product ID

 

1023

Complete Set Performance-Based Job Descriptions

These documents are used by general managers, Sales Managers, service managers, installation managers, and operations managers. These documents are provided in Microsoft Word format to be printed on your local printer. Set includes:

  • · Dispatcher Job Description
  • · Comfort Advisor Job Description
  • · Service & Maintenance Technician Job Description
  • · HVAC Installer Job Description
  • · General Manager Job Description
  • · Operations Manager job description
  • · Sales Manager Job Description
  • · Service Manager Job Description              
  • · Installation Manager Job Description
  • · Human Resource Manager Job Description          
  • · Comptroller Job Description
  • · Project Manager Job Description
  • · Assistant Service Manager Job Description
  • · HVAC Technician Instructor-Trainer Job Description
  • · Lead Service & Maintenance Technician Job Description
  • · Receptionist/Customer Care Specialist Job Description
  • · Office Manager Job Description
  • · Accounts Payable Job Description            
  • · Accounts Receivable Job Description
  • · Truck Driver/Warehouse Supervisor Job Description

Product ID

1024

 

Performance Incentive plan – Office, Technicians & Installer

Service managers and operations managers use this document. This document is provided in original Microsoft Word format to be printed on your local printer.

Product ID

1025

Performance Incentive plan – Comfort Advisor

Service managers and operations managers use this document. This document is provided in original Microsoft Word format to be printed on your local printer for only $69.95.

Product ID

1029

Employment Application

This job or employment application is an official form given to applicants asking a wide range of questions both about the individual and their skills related to the job. Forms are legally defensible and stand as a way for applicants to introduce themselves to employers. Employees can be justifiably terminated for providing false information on this document that may be found post-hire. his document is provided in original Microsoft Word format to be printed on your local printer.

#7P2 Hiring & Retention of Customer Care & Dispatch People:

    1. Review how to hire for the customer care and dispatch function.
    2. Review best practice on training in the customer care and dispatch function.
    3. Provided in residential and commercial subscription or purchase these documents:

Product ID

 

 

1026

Customer Care Call Handling Inbound and Outbound Script

This script includes a professional standardized way to greet and respond to customer inquiries. The script includes greeting the customer, identifying if they are interested in a service agreement, annual service agreement renewal reminder, identifying how the customer they pay for today’s work, informing the customer of response time, identifying the lead source, calling the customer to confirm arrival time, managing the price of today’s service, calling to reschedule an appointment, handling upset callers. This document is provided in original Microsoft Word format to be printed on your local printer.

Product ID

1027

Customer Care Response for “Price is Too High” Objection

Used by customer care, receptionist, and dispatchers. This document is designed to inform employees and your customers why we price our services, justifying the price for the customer post service. Includes a professional standardized way to respond to a price objection via letter or email. This document is provided in original Microsoft Word format to be printed on your local printer.

 

#8 Drive Profitability Using Key Performance Indicators:

    1. Review how to business income and expenses.
    2. Review how to use KPIs to keep your business on the right.
    3. Review how to establish individual opportunity conversion & productivity KPIs.
    4. Review how to establish financial KPIs with their associated rules-based management.
    5. Review how to calculate your break-even revenue to cover overhead and NPBT.
    6. Review the power of using KPI’ to increase profitability.
    7. Provided in residential and commercial subscription or purchase these documents:
      1. N/A

#9 Efficiently Organize the Business for Profitable Growth:

    1. Review why we need to organize operations for profitable growth.
    2. Review an efficient residential HVAC business organizational structure.
    3. Review the office admin department functions & organizational structure.
    4. Review the sales department functions & organizational structure.
    5. Review the service department functions & organizational structure.
    6. Review the installation department functions & organizational structure.
    7. Review the construction department functions & organizational structure.
    8. Review the procedure for forecasting your labor staffing requirement by work category.
    9. Provided in residential and commercial subscription or purchase these documents:

Product ID

 

1028

Residential HVAC Service Contractor Organizational Charts

Whether you are a one-person or a 200-person HVAC company, both perform the same business operating and work delivery functions. Each business function requires labor tasking to complete. What labor is needed depends on how much labor tasking is necessary to process the company’s book of business. No two companies have the same amount of labor tasking by business or work delivery function due to their mix of business types (e.g., construction, service, replacements, property management, building warranty companies, and others. However, all residential HVAC companies should be organized in such a way as to compete competitively.

 

#10 How to Implement Proper Customer Care Call Handling Procedures:

    1. Review the importance of good customer care.
    2. Review the customer care inbound and outbound call handling script.
    3. Review the crucial hiring criteria for the customer care & dispatcher function.
    4. Review organizing the office central filing system.
    5. Review the hiring guidelines for the customer care and dispatch functions.
    6. Review the customer service 101 of proper phone etiquette.
    7. Review how to implement onboarding and training for the customer care and dispatch function.
    8. Provided in residential and commercial subscription or purchase these documents:
      1. N/A

#11  Forecast Your Monthly Spend Plan:

    1. Review why you need a monthly labor and expense spend plan.
    2. Review the procedure on how to forecast your labor staffing requirement by work category.
    3. Review example contractor using our programs BudgetPro to develop your labor and expense spend plans by work category.
    4. Provided in residential and commercial subscription or purchase these documents:

Product ID

 

 

1031

BudgetPro Annual & Monthly Budgeting Calculator

One of the critical factors in delivery service is the availability of skilled labor. Retaining and obtaining the right number of employees with the right skill sets is crucial to the service organization. Determining the right mix of employees requires forecasting future revenues by work category. BudgetPro is an annual and monthly labor and material forecasting program designed to automate all work categories’ forecasting and budgeting process. The BudgetPro program is designed to help you quickly respond to potential new business scenarios. This program is provided in Microsoft Excel format.

 #12P1 Recruit and Retain Top Performers:

    1. Review proven strategies to help you recruit the best people.
    2. Review proven strategies to help you retain the best people.
    3. Review why most contractors are making bad hiring decisions.
    4. Review the many costs of making a bad hire.
    5. Review 9‐tips for hiring the right candidate.
    6. Review a hiring checklist.
    7. Review a screening of an applicant’s resume checklist.
    8. Provided in residential and commercial subscription or purchase these documents:
      1. N/A

#12P2 Coach & Counsel Staff to Stay on Track:

      1. Review the Importance of Conducting Background Checks.
      2. Review How to Make the Job Offer That Reduces Misunderstanding.
      3. Review how to Assess the New Hire Training Needs.
      4. Review the Coaching Process to Develop the Team and Individuals.
      5. Review the Importance of the Counseling Process to Change Troublesome Work Behaviors.
      6. Review the 7-Steps for Proper Counseling.
      7. Provided in residential and commercial subscription or purchase these documents:

Product ID

1030

Employee Counseling Form

This document is used by service managers, installation managers, operations, and office managers. This document is provided in original Microsoft Word format to be printed on your local printer.

Product ID

 

1029

Employment Application

This job or employment application is an official form given to applicants asking a wide range of questions both about the individual and their skills related to the job. Forms are legally defensible and stand as a way for applicants to introduce themselves to employers. Employees can be justifiably terminated for providing false information on this document that may be found post-hire. his document is provided in original Microsoft Word format to be printed on your local printer.

Product ID

1030

Employee Counseling Form

This document is used by service managers, installation managers, operations, and office managers. This document is provided in original Microsoft Word format to be printed on your local printer.

 #13 How to Stop Operating Chaos with Field Management Software:

    1. Review the direct relationship between field force and customer satisfaction.
    2. Review the many operating benefits of field service management software.
    3. Review a checklist for selecting field service management software.
    4. Provided in residential and commercial subscription or purchase these documents:
      1. N/A

#14 How to Develop Your Leadership and People Skills:

    1. Different Leadership Styles and When to Use Them.
    2. The Top Leadership Skills to Improve.
    3. Implement Your Leadership Skill Self‐Development Plan.
    4. Provided in residential and commercial subscription or purchase these documents:
      1. N/A