Page 19 - The Compass 2017 | Volume 12 | Issue 8

out on their own,” Delana
shared. “It can take up to
a year, depending on expe-
rience. If they’re right out
of school, that’s typical.
For someone experienced,
at least two weeks, usually
a month. It really comes
down to when we feel the Brandon Bahner Cara Goldberg
quality of their workman-
ship is up to our standards. Delana Castillo
We believe in giving our customers the best.” Delana makes sure to put
What’s trained in the truck is supported by what’s trained a personal touch on every
in the office. A#1 Services meets every single morning. online comment about A#1
Training includes lots of role-playing from how to greet Services, too. She person-
customers to overcoming objections. They also cover any ally responds to every re-
topics or red flags as they surface. Sessions usually last an view, good, bad, or in-be-
hour. Even when slammed in the heat of the summer, A#1 tween. With the company’s
Services makes time for at least 30 minutes of training ev- attention to detail, it’s no
ery day. surprise almost all are very
Daniel works at least once or twice a week with A#1 Ser- positive. Their invoicing
vices’ comfort advisor and two selling technicians. They uti- software also automati-
lize a considerable amount of training from their equipment cally generates a survey
dealer. Their local rep even comes into the office frequently that’s emailed to customers.
to assist. Should a customer have an Seth Castillo
A#1 Services puts a heavy emphasis on financing training issue, it’s handled immedi-
for everyone. Upon starting, Cara gives technicians a cheat ately.
sheet on how to calculate dollar amounts with financing as “We direct Daniel or
a resource until they’re comfortable. Their financing vendor Gonz to take care of it as fast as possible,” Delana said. “We
makes it a point to visit A#1 Services’ offices every Wednes- respect our customers’ homes and their time.”
day to provide additional support, including showing them invest in your people & tHeir dreaMs
how to use the app on their iPads to role-playing with indi- Expectations for employee performance are high at A#1 Ser-
viduals one-on-one.
vices, but it’s a standard the team embraces. They’re willing
Manage WorkMansHip & to work those late-night emergencies or Saturday-afternoon
CustoMer responses calls because their employers recognize their contributions
and reward them for their sacrifices. All four owners—Dan-
These days Daniel and Gonz don’t run service
calls regularly—unless a heatwave demands it.
Today, the owners spend their time ensuring
what they’ve trained their technicians to do is MeMBers WHo CoMpete against & Help one anotHer
being executed in the field. They essentially act
as field supervisors, assisting on jobs, offering one of the greatest benefits of being an low budget prices?’” daniel said while
insight, and more. sgi member is having other members laughing.
“We pop into jobs all the time checking to see to use as resources. in the case of a#1 the guys joke back and forth all the
how the guys are doing. If they have a techni- services, they have another successful time,” cara said. “daniel and gonz will
cal question, we’re here for them,” Gonz said. member, general air conditioning & get texts from Francisco saying, ‘we
“If it’s a bigger job on the plumbing side, I’ll be plumbing, whom they compete with got one of your customers.’”
sure to be there. I know Daniel does the same. regularly; yet they have an incredible “we welcome the competition,”
We are always making sure to hit our margins.” relationship. “they actually sponsored daniel continued. “i don’t think of it
The last six months, Daniel and Gonz have daniel to go to rapport training,” dela- negatively in any way. i know it’s driv-
been quality controlling every installation of na said. “they paid his way.” ing us to be better and to step up our
a new system. “Our [techs] have been doing “[Francisco rodriguez and patrick game.”
so well and have been so busy, we didn’t want somers] are great guys. we try to meet “that’s the great thing with sgi, we
to take them off calls to do [the inspections],” for breakfast or lunch every couple of have this great professional and per-
Delana explained. “So, we thought, how many weeks. i’ll give them a ring for advice. i sonal relationship with a competitor,”
owners actually go to customers’ homes after want to make sure we’re priced proper- delana said. “that’s something i would
the work is done? Not many. It’s a great chance ly. the last thing i want is for Francisco have never imagined we would have.”
to continue to build rapport and give it a little to call me saying, ‘what’s up with these
extra personal touch.”

THE COMPASS | Issue 8 | 2017 19