Women in HVACR was proud to sponsor educational sessions at AHR Expo 2019 in Atlanta. Thanks to everyone that visited us at our booth in Exhibit Hall B - Booth # B3980!
Monday, Jan. 14, 10 am – 6 pm
Tuesday, Jan. 15, 10 am – 6 pm
Wednesday, Jan. 16, 10 am – 4 pm
Georgia World Congress Center
Atlanta, GA 30313
Here's the line up of WHVACR educational sessions from this year!
Erica Leonor Power Selling Pros
Customer Service is Not a Department, it is a Mindset
Air Conditioning, Best Practices/Application Optimization, Heating, HVAC/R Systems & Equipment, Plumbing
Studies show that 70% of employees are actively disengaged at work, yet they continue to show up and collect their paychecks. Many just move through the motions, rarely considering how to go the extra mile or work autonomously. In this ever-changing world of meeting consumer expectations, it may seem a daunting task for employees to keep up with the demands of their positions. To help employees buy back into your business with newfound energy and dedication, you must teach them how to go above and beyond. In this session, you’ll learn the difference in providing good customer service vs. a great customer experience and how to shift that mindset. It isn’t just about answering the phone or sending a technician out to fix a problem; it is about being proactive in making genuine connections with others. You begin by empowering them with a set of 8 guiding behavioral and mental reconditioning principles that will be the foundation of taking your team to the next level of excellence in working with each other and WOW-ing your customers.
Erica Leonor has a passion for teaching people to reach new heights of accomplishment in their personal and professional lives. She is thrilled to coach and train with Power Selling Pros all over the country and empower others with the skills and mindset in providing phenomenal customer experiences. She brings a vast understanding of communication, sales, and personal development to the customer service field. She graduated in Anthropology from BYU-Hawaii, and enjoys traveling and learning about vast cultures all around the world. Erica currently resides in Utah with her husband and they enjoy riding motorcycles together.
Erik Wytrwal Stochastic Marketing Senior Consultant
Low Cost Leads are Hurting Your Business
Air Conditioning, Best Practices/Application Optimization, Heating, Plumbing
All leads are not created equally. That's why the best HVAC and plumbing contractors don't worry about cost per call or cost per lead. Join us to find out why these are bad metrics and what you should be measuring instead.
Erik directed the marketing and managed the call center for a residential HVAC contractor during which time their sales nearly doubled to $7.5 million and they booked calls at over 85%. Working in that role, side by side with the owner who was also the national franchise brand president, he advised franchisees across the country on marketing strategies. He also helped to successfully launch and manage a sister plumbing company.
Erik took the opportunity to join the Stochastic team to capitalize on his marketing expertise and knowledge of the industry. He now works with contractors from Alaska to Florida helping to identify marketing needs, create custom plans, and closely monitor results to ensure success. He also works with many of his clients as a consultant, helping them plan and implement their local marketing strategy.
David Squires Online-Access, Inc. President
Marketing through Engagement
Best Practices/Application Optimization, Business Solutions, Trends
A must attend, for everyone who has come to the realization that in the eyes of a typical customer we sell very boring stuff. This presentation is designed to cover the nagging question every HVAC marketer eventually gets to; “How do you capture ‘head space’ from a customer who typically doesn’t even care about their equipment—until it stops working?” Now more than ever with all the clutter a potential customer is exposed to, your ability to engage with your community is what will separate you from the competition and make all you marketing more effective.
David Squires, a pioneer in using the Internet to market residential HVAC & Plumbing businesses. A HVAC/Plumbing contractor himself, David enjoys educating contractors and helping them learn how to make today's communication technology work in their contracting business. David’s company, Contr@ctor’s Online-Access, currently works with over 400 contractors throughout North America to effectively use the Internet in their marketplace. A regular presenter on Internet Marketing in the HVAC & Plumbing industry, he has been invited to educate contractors at conferences and training organizations including Comfortech, CMX/Ciphex (Canada), Service World, International Roundtable, and ASHRAE. Mr. Squires has been featured in and written articles for Contracting Canada, Contracting Business and the ACHR News.
Owner of a successful residential HVAC and Plumbing contracting business
40 years in the plumbing, heating and air conditioning industries
Air Conditioning, Best Practices/Application Optimization, Business Solutions, Heating, Trends
Most contractors avoid going over the numbers but it’s necessary to grow a successful business; you just need a good plan. In this session we will discuss automation, implementing new and improved processes, delegation, communication and more. Follow these suggestions and you will be surprised how often you hit and exceed your numbers.
Steffney graduated in May 2015 with a Bachelor of Science degree from the University of Missouri in Biological Sciences. She was accepted to the University of Missouri's School of Veterinary Medicine and left those studies a semester into education. Her drive to utilize her skills in communication led her to Kansas City to join a start-up company, not yet four months old.
She is self-motivated and goal oriented. With her background in customer services and leadership roles, her interpersonal skills have developed further. She used her experiences and passion to start at the bottom of the company and earn her way to her current status: Account Executive. She has fostered, built, and implemented features to one of the fastest growing companies in Missouri.
Melissa Harris, Greg Dooley, Steve Raines and Steve Kiernan II Pointman
There Are No Secrets to Success
Best Practices/Application Optimization, Business Solutions, Trends
Pointman's Steve Kiernan II, Steve Raines, Greg Dooley and Melissa Harris give practical advice you can use right away to make you and your team amazing. Learn how data analysis should drive your processes, how telling your marketing story sets you apart from your competitors, and why software alone does not solve inefficiencies in your business.
Steve Kiernan II, Pointman Co-Founder & Chief Executive Officer
Steve Kiernan II has more than a decade of experience in strategic sales and marketing. As the President & CEO of Pointman, he’s spent the last 12 years building an organization focused on delivering results to the home services industry.
Steve Raines, Pointman Co-Founder & Chief Product Officer
In 1998, Steve Raines founded Algonquin, the premier custom software development provider in Western New York. He was introduced to the home services sector when his team built call center software for the largest group of contractors in the U.S. Since then, he’s founded multiple service businesses and worked to put the right people in the right seats.
Greg Dooley, Pointman VP of Customer Success
Greg Dooley has worked with owners, office staff and technicians in nearly 1,000 home services companies to understand their pains and help them solve their problems. His expertise led to his selection by the No. 1 home services franchise in the U.S. to deploy software to all its company-owned locations. He routinely consults with contractors on everything from pricing to operations.
Greg Dooley, Pointman VP of Marketing
Melissa Harris brings more than 20 years of marketing experience to her role as Pointman’s VP of Marketing. She joined the company in October 2018.
Patti Ellingson & Becky Hoelscher Emerson
Recruiting and Retaining Women in the HVACR Industry
Air Conditioning, Best Practices/Application Optimization, Business Solutions, Refrigeration, Trends
In this session Patti Ellingson and Becky Hoelscher from Emerson will lead a discussion on the hot topic of recruiting and retaining women in the HVACR Industry. We will discuss recruiting the next generation of HVACR contractors including recruiting outside the normal channels and if your company is a place where women want to work.
Patti Ellingson, Director of Industrial & Food Retail Solutions, Emerson/Cooper Atkins Corp, Middlefield, CT Patti has an extensive background in sales, business development and marketing within the HVACR industry since 1993. Currently she heads up Industrial Division of HVACR Sales at Cooper Atkins with a newly acquired responsibility of Food Retail in the Emerson Cold Chain. Patti is responsible for developing business relationships within the aftermarket wholesale distribution channel and Food Retail channel, this includes Grocery chains, distribution centers, Grocery co-ops, HVAC/R distribution partners, OEM’s, manufacturer reps, HVACR educational organizations, contractor groups and buying groups. Through a defined vision, she has produced successful market tactics resulting in profitable growth for her partners within the Commercial Residential and Cold Chain channel. Her knowledge of the market and ability to understand and provide proven solutions for her customer has contributed to her proven sales record. Patti has served on the board of Women in HVACR for many years and is a two term- Past President of the organization. She serves on the board of HARDI as Co-Chair of the Supplier Committee and is chair of the Advocacy sub-committee. She is an active champion for the HVACR industry and works to mentor others to join and expand their talents within the HVACR industry. She is focused on the issues facing our industry today and advocates for attracting and retaining new talent into the industry through education and mentoring.
Patti earned her degree in Human Resource Management with a minor in Marketing from Saint Leo University (1993).
Becky Hoelscher, Director of AC Aftermarket Sales, Emerson Commercial and Residential Solutions Becky serves as Chairman of the Partnership for Air Conditioning, Heating,Refrigeration Accreditation (PAHRA) and is an active member of ACCA and PHCC.
Rodney Koop The New Flat Rate CEO/Founder
The Power of the Billable Hour, and How to Get it Right
Air Conditioning, Best Practices/Application Optimization, Heating, Plumbing, Trends
What Your CPA didn’t tell you and what it cost you. Rodney Koop author of Why Won’t They Pay Me What I’m Worth? shows you the numbers that are the foundation of pricing services nationwide while explaining in a fast moving, exciting, interactive session what you can do right now to get immediate results.
Rodney Koop, CEO and Founder of The New Flat Rate, is a motivational speaker, author, entrepreneur, and solutions-based enthusiast. He is a master electrician holding over 12 unrestricted electrical licenses. Over the last three decades, Koop has founded and sold HVAC, electrical, and plumbing service companies. Being in the industry for 40+ years he not only brings a wealth of knowledge but also an understanding of consumer buying habits. In 2017 Koop authored his first book, “Why Won’t They Pay Me What I’m Worth.” A number one international best seller in five business categories. Koop is very passionate about community involvement and serves as a mentor for a local nonprofit “Family Frameworks” for over 7 years now, where he teaches “Healthy Choices” to hundreds of high school freshmen in the public school systems. Koop also teaches the importance of learning a trade and the opportunities outside of college within our industry. You will also find Koop mentoring Whitfield County inmates as part of a Sunday School program he has been part of for over 10 years. Since 1990 Koop has been involved in Boy Scouts, with 3 of his sons achieving “Eagle” status, he is still heavily involved today. Rodney’s most passionate about his wife Karen of 41 years and counting. Together they are blessed with 9 children and 10 grandchildren. He enjoys traveling around in the RV, boating, four-wheeling, and snow skiing. Other hobbies include reading, listening to music and playing the guitar.
Your Best Marketing Is Only As Good As Your Total Customer Experience
Air Conditioning, Heating, Plumbing, Refrigeration, Trends
So you’ve found the right marketing formula to bring in lead after lead. But what happens when they contact you? Every touch point a customer has with your company contributes to the customer experience. Every interaction with you from the initial phone call to the final service contributes to the sum total of how they feel about your company. For example, the tone you use when you answer the phone or the speed at which you answer their e-mails can mean the difference between gaining a new customer versus turning them onto your competitor. How your technicians present themselves in the field can either lead to a return customer in the future or a negative review on Google. During this presentation, we will discuss how important customer experience is to converting leads to customers and customers to brand advocates.
As Client Success Manager at LeadsNearby, Jessica knows how to optimize the customer experience. Her inquisitive nature means she digs deep to understand what is successful and what isn’t. Using her 10+ years of experience in customer service, paid advertising and online marketing, she listens to her clients’ unique needs and formulates solutions that she knows will work. Prior to LeadsNearby, she was Campaign Manager at DexMedia where she began understanding the intricacies of working with major partners like Google and Bing to achieve client goals.
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