Steve’s Plumbing has been a model client. They have achieved an 89% growth rate since 2011. Steve is kind enough to share with us his thoughts on how Service Excellence Training has assisted in their amazing growth. Download the Infographic.
A: Rachel and I have operated Steve’s Plumbing, LLC, since 1995. This is our 20th year in business. We’ve been on a steady growth track since 2006. Last year’s gross revenue was 2.67 Million, with 4 full-time technicians.
We currently have 5 licensed techs, one apprentice, and two CSR’s, in addition to Rachel and myself. Our team’s average ticket is always over $1000, Our team’s closing rate is 86%.
A: We’ve been training since 2006, but other training systems lacked in consistency, relevance, and/or creativity. Through Todd Liles’ SET training, we’ve overcome all of those issues, and we have been conducting weekly training sessions since 2012.
A: Our techs have employed the PRESS PLAY system since the beginning of their training. They appreciate its simplicity, and that it reminds them to cover each vital element of a sale during every call. As an owner, I appreciate that PRESS PLAY emphasizes the relationship between us and our clients, as it encourages our men to build rapport and value with every encounter.
A: This training is now a part of our company culture. When successful calls are broken down and analyzed, we can see a direct correlation between the time spent earning our client’s trust, building value (essential points of the PRESS PLAY system) and the size of their ticket.
A: Three of our five technicians have been through SET’s PRESS PLAY training. Two more will attend the next scheduled training, and I plan to attend the manager’s program. It is our company’s goal to send each of our technicians away for training at least once each year. Our men always return emotionally pumped, ready for action, and without fail their sales numbers increase. Because of this, we’ve never viewed training as an expense, but as an investment with a positive return.
A: Additionally, our program includes an hour each week where Rachel and I counsel directly with Todd. These hours have proven invaluable over time, as we implement new systems in the field and office, discuss hiring options and employee profiles, and project future growth. We consider Todd a friend, a confidant, and a partner in the future growth of Steve’s Plumbing.
A proactive business is a successful business. That's why our team takes the time to make sure every client has a proactive, not reactive, business plan. Our strategies make your business run more smoothly and profitable.
Our training services help businesses identify and achieve their key performance indicators (KPIs). Whether it's increased revenue or higher satisfaction rates, our methods allow you to see immediate and continued results.
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