Elite HVAC Service Manager System
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The Elite HVAC Service Manager System is training for the person who runs your service department: twenty modules, from KPIs, scorecards and ride-along coaching to dispatch, pricing and callbacks, in a self-guided version and a version with coaching alongside it. It is written for owners of independent HVAC and plumbing companies across the United States and Canada.
It is the deepest and most demanding thing in the BGS Strategies product line, and it is aimed at one person rather than a team. If the playbooks are a standard for a job, this is a standard for running the department those jobs happen in.
Live every Thursday, 11 AM to noon Central. Register and get the book free.
01 / The problem
When the Problem Is No Longer a Script but a Manager
There is a point most growing companies reach where scripts stop being the bottleneck.
Your technicians know how the call should go. Your office knows how to book. The standards exist, and they are still not being run consistently, because nobody is standing between the owner and the field holding people to them. The owner is doing it, in the gaps, badly, while also quoting work and dealing with a supplier and trying to have a weekend.
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That is not a script problem. That is a management problem, and it does not get solved by buying another playbook.
The symptom owners describe is always the same. Every decision comes back to you. Which technician goes to which call, whether to discount, why that job lost money, what to do about the callback. You can answer any one of those questions in thirty seconds, which is exactly why you are still answering all of them.
02 / What is inside
What the Curriculum Covers
Twenty modules, built, in the words of Kerry's own subtitle, to build a high-performance, scalable service department. Each one is a thing a service manager has to be able to do on a Tuesday, not a theory they have to agree with.
The manager and the numbers
The first group is about the manager and the numbers. Service Manager Identity, where the job shifts from dispatcher to performance leader. KPI Mastery. Technician Scorecards. The Ride-Along Coaching System.
What happens on the call
The second is about what happens on the call. The Option Building Framework, aimed at ticket size. Customer Communication. The Maintenance Agreement System.
The rhythm of the department
The third is the rhythm of the department. Daily Huddles. Weekly Performance Reviews. Dispatch Optimization.
The money
The fourth is about the money. Call Conversion Strategy, aimed at close rate. Pricing Confidence, aimed at ending discounting. Callback Reduction. Revenue per Call Strategy.
People
The fifth is about people. The Technician Recruiting Profile. Training Culture. Leadership Communication. Performance Accountability.
The last two pull it together
And the last two pull it together: Data-Driven Decisions, which takes the guesswork out, and Scaling the Service Department, which is about repeatable growth.
This training covers running a service department. It does not cover installation and project management, your accounting, or your sales process.
Working through it does not produce a certificate, a designation or a credential. BGS Strategies is not issuing certifications. What it produces is a manager who runs the department a particular way, and you will know whether it worked by looking at the department.
The training normally takes 6 to 12 months to finish. The Elite HVAC Service Manager System is ready to deliver today.
03 / Two ways through
Two Ways Through It, Self-Guided or With Coaching
Self-guided is your manager working through the material at their own pace, in their own department, while doing the job.
The coached version is the same material with Kerry working alongside that manager, which is what most owners want when the manager is newly promoted, when the department is in trouble, or when previous attempts at handing it over have failed.
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The honest guidance is this: self-guided suits a manager who is already reasonably solid and needs structure. Coaching suits a manager who is being asked to do a job they have never done before, because they will hit the first hard conversation in week two and the material cannot talk back.
The coached version gives your manager one-on-one guidance with a live coach every week, with insights and suggestions that are not possible through reading alone.
Kerry WebbThat is not a script problem. That is a management problem, and it does not get solved by buying another playbook.
04 / The role
What a Service Manager Is Actually Being Asked to Do
Almost every service manager in this industry got the job the same way. They were the best technician, they were reliable, and somebody had to run it.
So somebody who was excellent at diagnosing equipment is now expected to plan capacity, coach adults, hold a price, manage a schedule that changes hourly and have difficult conversations with people who were their teammates last year. Nobody taught them any of that. The trade trains technically and promotes on technical merit, which is why the U.S. Small Business Administration guidance on managing employees reads as such unfamiliar territory to so many good operators.
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Kerry has been working on exactly this problem in front of contractor audiences for years. He created and keynoted the Business Boot Camps for Owners for the Service Nation Alliance, running four a year in Dallas from 2011 to 2016, and he keynoted SMACNA in Maui in 2017. One of his standing talks is called "Stop Firefighting. Start Coaching.", which is the whole argument of this training in four words.
He worked for the Texas Highway Department and a construction company when he was young, but he is not a licensed tradesman. What he brings is business management, applied to how service departments in this industry actually run.
05 / Who it is for
Who Buys It and Who Works Through It
You buy it. Your service manager works through it. If you do not have one yet, the person you would promote works through it, and that is a common and sensible reason to buy this.
There is a third case worth naming. Plenty of owners take it themselves, not to keep the job but to be able to hand it over. It is hard to delegate a role you have never defined, and defining it is most of what this training does.
06 / Pairs with
Where It Sits Against Leadership Training and Coaching
This is the premium training in the product line, so the comparison matters.
Leadership Training is live training with weekly reinforcement, delivered to your whole leadership team, covering sales calls, service to membership conversion, office to field communication and accountability. The Elite HVAC Service Manager System is aimed at one role and goes deeper into it.
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Coaching for Results is Kerry working inside your company with you and your leadership team on revenue, margin, close rates, org structure and scalable growth. The coached version of this training is narrower: one manager, one department, this material.
On the product side, the CHOICE Service Call Playbook gives your new manager a standard to hold technicians to, the CSR Master Playbook does the same for the phones, and the Home-Service Profit and Performance Toolkit supplies the scorecards they will manage against. Most owners arrive here after at least one of those. You can see the rest of the product line in one place.
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Playbook
CSR Master Playbook
For the person answering your phone.
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Playbook
CHOICE Service Call Playbook
For your technicians, on the call.
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Playbook
CHOOSE2 Replacement Sales Playbook
For the people who ask for the order.
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Toolkit
Home-Service Profit and Performance Toolkit
A Growth Roadmap from $1 million to $3 million.
07 / Questions
Frequently Asked Questions: Elite HVAC Service Manager System
Who should take this, my service manager or me?
Your service manager, or whoever you would promote into the role. Owners take it too, usually because they are still doing the job themselves and want to hand it over properly. It is difficult to delegate a role nobody has ever defined, and defining it is most of this training.
Do I get a certification for this?
No. BGS Strategies is not issuing certifications, so nothing here produces a certificate, a designation or a credential. This is training, and the way you judge it is by watching how the department runs afterwards. If that changes, it worked, and no certificate would have proved it anyway.
What is the difference between the self-guided version and the coached version?
Self-guided is your manager working through the material at their own pace while doing the job. The coached version adds one-on-one guidance with a live coach every week, with insights and suggestions that are not possible through reading alone.
Where do BGS Strategies prices start?
The business assessment is free, and Level 1 of the Skool community is free. It contains the 7 Step Method, and the community on Skool is free to join. There is no trial period and no card required.
To get the full set of the 7 Step Tools, serious clients move to Level 2 membership on Skool at $295 a month. If you want to fast-track your growth and success, sign up for the 90-Day Plan at $7,500. To learn more, register for the $100,000 Conversation webinar.
What if I do not have a service manager yet?
Then this is how you build one, and it is one of the most common reasons owners ask about it. Most companies start with the person already doing part of the job informally. Say that when you ask, because it changes which version Kerry will point you at.
How is this different from your Leadership Training?
Leadership Training is live training with weekly reinforcement for your whole leadership team. This is a curriculum for one role, the person running service, and it goes considerably deeper into that role. Companies with several managers usually end up wanting both, in that order.
Ask About the Elite HVAC Service Manager System
Ask about this product and say you are asking about the Elite HVAC Service Manager System. Tell Kerry who would be working through it and he will come back to you with the price, what is included and which version fits.
- Book the $100K Conversation.
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Take the Business Assessment.
For owners still working out where the problem is.
Call BGS Strategies on 940-441-3231 or email support@bgsstrategies.com. The office is open Monday to Friday, 7 AM to 4 PM Central, and calls before 10 AM usually reach voicemail because Kerry is coaching. BGS Strategies works with home-service companies across the United States and Canada from its home base in Lantana, Texas.