our training philosophy
In an ever-changing marketplace, with hundreds of thousands of contractors in North America, it’s more crucial than ever before to find new ways to separate your company from the competition.
Synergy Learning Systems specializes in developing your teams through inspiring and systematic processes guaranteed to differentiate your business through high service, not high pressure!
Doug has invested nearly two decades in the trades to create customized and comprehensive Call Center, Technician, Sales, and Leadership programs focusing on powerful, proven, and influential communication styles.
Doug is an award-winning entrepreneur and a two-time Lennox Partner of the Year! He’s also a professional speaker, business development expert, and certified 7-Habits Leadership instructor.
If you’re seeking meaningful and lasting improvement in your leadership team, your office staff, your field staff, or your sales team, we’ve created comprehensive solutions, delivered in an engaging and entertaining way. And each program is completely customized for the HVAC and plumbing industries!
Whether you’re looking for a private onsite event, a live regional event, or want to stay right here on our website to utilize our extensive online programs, the people we serve say when you engage Synergy, you’ll create more meaningful connections, serve your customers better, and dominate your competition! And have a lot of fun doing it!
SYNERGY VIRTUAL TRAINING OVERVIEW
Welcome to a comprehensive overview of our Online and Interactive Virtual Training Programs here at Synergy Learning Systems.
You might be asking how a Virtual Program could be compared to a full-time sales trainer for three different departments in your business? And we believe you’re right, you should be. Our interactive technology, complete with full reporting and testing, will be able to provide you with insights into each department within your business.
And this isn’t even the best part!
Something we believe differentiates Synergy from other virtual training programs, and for that matter, any other fully-customized training program that we’re aware of, is that here at Synergy, in order to inspire your team and implement our programs consistently, we have created 52 fully customized weekly meetings for your leadership team - for each of your departments.
We call these SYNERGY SESSIONS. Each one of these Synergy Sessions is designed to be 45-90 minutes in length. These are prepared for your Leadership Team to deliver to your team each week.
This provides your staff the normal 45 minutes they typically need each week to review and address a multitude of “housekeeping” issues, administrative items, and technical training. We make meaningful weekly meetings a breeze for your leadership team. Each Synergy Session is accompanied by a custom slide show, team member exercises, group role play scenarios, and easily manageable assignments that will keep your teams engaged and progressing throughout the entire year!
Call center training & processes
Our CSR programs are for the dedicated call center professionals and businesses looking to serve customers better and take their performance to a whole new level.
Our CSR programs are for the dedicated call center professionals and businesses looking to laugh, have a great time, serve customers better, and take their performance to a whole new level.
We guarantee to help your team master their craft on the phones, and WIN in their life and business! Your CSR’s will be scheduling visits with homeowners like never before! In this highly detailed, deep dive, into the psychology of consumer buying behavior, we will illustrate proven processes of how to schedule visits for your team, by building value instead of cowering to the low-price demands of today’s consumer.
Your team will also practice what they learn with fellow participants. One thing is for certain, practice does not make perfect…PERFECT PRACTICE makes perfect!
WHAT to EXPECT
Learn how to schedule customers with High Service, NOT High Pressure!
A deep dive into the depths of consumer buying behavior.
We will reveal why some customers schedule, while others don’t, and what we can do to secure more customers by implementing the rules of effective communication.
How to confidently address customer concerns with customized scripts unlike anything created previously in our industry.
Reprogram our communication and persuasion skills, eliminating the bad habits that most of us had no idea we were guilty of, therefore lowering sales resistance and beginning to enjoy serving our customers once again.
Begin to eliminate tension with our team members in the field by better qualifying their calls, communicating effectively, & setting them up for success.
COMPREHENSIVE SKILLS AND SCRIPTS
How to enthusiastically answer inbound calls
How to empathically listen by using the Synergy R.A.R².E Listening Sequence
How to build value in your company to help lower sales resistance
How to secure the diagnostic investment
How to cohesively work with the field staff
How to qualify time for sales leads
How to provide a range of investment options when appropriate
How to transfer calls to the sales lead coordinator
How to schedule a proposal visit
Multiple ways to ask for the order
How to handle potential challenges with competitors
How to build more value in the technician
How to handle an upset customer
How to reschedule a customer
How to communicate when Running behind schedule
How to answer: “What kind of brands do you carry?”
How to navigate the Landlord/Tenant: Credit Card on File scenario
How to navigate the Landlord/Tenant: Renters & Rental Properties scenario
How to answer when the customer inquires about parts
How to answer: “I know what’s wrong with my systems / What do you charge?”
How to share information about Home Warranty Companies
Scripts for visit confirmation & reminder calls
How to deliver missed opportunity calls
How to answer: “How do you price your work? Hourly or flat rate?”
Empathy & validations reference guide
Expert communication among your team and much, much more!
Your wording and scripts are like cheat codes! Since your training, we are consistently scheduling 85-90% OF OUR CALLS. Even our new CSRs are scheduling at that rate from the start!
“
Riley G. - CSR Manager, Sterling, VA
TECHNICIAN training & processes
Our customers are saying that this professional service tech training program CONTAINS the newest and most relevant content that’s been created in the hvac & plumbing industry in decades.
We’ll inspire your techs to master their mindset, their communication skills, and their ability to influence without ever manipulating or taking advantage of a prospect!
Our training will also focus on our detailed processes for running calls, authentic ways to empathically listen, and build overwhelming value with every word and phrase that comes across our lips, on every single call!
This will include the call ahead, the arrival, the explanation of the diagnosis, the recommendation of accessories and optional repairs, club memberships, repair vs. replace discussions, how to ask for the order like a true professional, and of course...how to address any areas of concern a customer may have...like an absolute saint!
WHAT to EXPECT
Our programs are designed to inspire Professional Technicians to accept personal responsibility for their life and their success while running the service calls that are being provided.
Technicians will learn to SERVE customers with High Service, vs. SELLING them with High Pressure.
Develop a company culture that is laser-focused on teamwork, with a servant’s mentality.
Technicians will be inspired by systematic new ways to recommend appropriate accessories, club memberships, optional repairs, and much more, without ever beginning to feel like a high-pressure, pushy, sleazy salesperson.
Technicians will learn comprehensive ways to ask for the order and address every possible area of concern that a customer may have.
No High Pressure. Only High Service. Guaranteed!
COMPREHENSIVE SKILLS AND SCRIPTS
The Call Ahead & The Arrival Introduction
The Arrival & The Permission StatEment
Explanation of The Diagnosis
Accessory Sales and Optional Repairs
Recommendation of a Club Membership Plan
Repair vs. Replace CONVERSATION
How to Ask for The Order as A True Professional
Turning a Tech Lead over to The Sales Department
Presenting Special Offers: Financing
Warranties & GUARANTEES
The Synergy 5-Part Closing Sequence
Addressing Areas of Concern
Multiple Ways to Ask FOR THE ORDER
HOW TO Exit the Home with Class
Expert Communication Among Your Team
Please trust us when we say, there’s much, much more!
Our techs have gone as far as saying the training was both career CHANGING and life changing! After just 3 months OF implementing this training, we have just posted our best month of revenue in company history!
“
Patrick Garner - Service Manager, WASHINGTON, DC
sales training & processes
We’ve created systematic sales processes that can be duplicated, over and over again. Our processes are robust, comprehensive, and incorporate every single thing we’ve proven and perfected here at Synergy.
From mindset, to servitude, to effective listening, to our Wordsmithing process and our influential sentence structure, it’s all included!
part of why our customers love the sales program so much is because we’ve designed a systematic way for them to determine exactly where a lost sale went wrong. Once discovered, they can now refer back to our extensive sales system and our training processes to ensure their team continuously gets better in the areas where they’re struggling.
We should NEVER be surprised on a sales call! If we’re defeated by our prospect telling us they need to get three bids, shop other brands, need some time to think about it or that our price is too high, we strongly encourage you to drop whatever you’re doing and run as fast as you possibly can to one of our trainings!
WHAT to EXPECT
Explore and conquer internal obstacles hindering your success.
Impress, and potentially stun, your customers with high service, not high pressure. Never be mistaken for a used car salesman again!
Obliterate the run-of-the-mill objections that torment us on a daily basis.
Access audio and video role plays of the entire sales process, produced and edited into bite-size chunks, so you can watch and listen so often that you are haunted by Doug in your dreams!!!
Leave with confidence, motivation, & the tools to continue improving exponentially day, after day, after day! Rome wasn’t built in a day, and neither is a Master of Influence!
COMPREHENSIVE SKILLS AND SCRIPTS
The Call Ahead & The Arrival Introduction
Consumer Education & Storytelling
how to Gather Consumer Opinions
Risk Reversal conversations
Welcome to The Ball Park!
Pulling Back the Curtain for the customer
conversations about Our company Installation processes
Home Comfort & Accessory conversations
Third Party Verification conversations
Advancements in Technology conversations
Presenting Special Offers: Financing
Warranties & guarantees conversations
The Synergy 5-Part Closing Sequence
The Synergy Funnel Sequence
how to Address a multitude of Areas of Concern
Multiple Ways to Ask for the order
how to Exit the Home with Class
Never Give Up. Follow Up!
Expert Communication Among Your Team
And much, much more!
Having been in business for 21+ years, I must say these three events, spanning three days each time, are a much different energy and more impactful for our participants than anything we’ve done previously!
“
Ron Strelke - Force Home Services, Denton, TX
leadership training & processes
The 7 Habits of Highly Effective People has empowered and inspired participants across the globe for over 25 years.
The 7 Habits of Highly Effective People has empowered and inspired participants across the globe for over 25 years. It’s also played a part in the transformation of millions of lives, across all age groups and professions. At the time of Dr. Covey’s passing in 2012, clients included more than 75% of the Fortune 500 companies, and over 90% of Fortune 100 companies!
No matter how competent we are, we will not have lasting success unless we can effectively lead ourselves, as well as influence, engage, and collaborate with others. We must continuously improve and renew our own personal capabilities. These elements are at the heart of personal, team, and organizational effectiveness.
Just halfway through the program, participants will have the ability to execute critical priorities, with laser-like focus and careful planning. In the second half, we’ll move on to work on our effectiveness with our teams. In other words, becoming more dynamic, thoughtful, and inspirational leaders.
Participants will learn how to increase team engagement, morale, and collaboration. Teams will leave with improved skills in both communication and dynamic relationship building skills, and much, much more!
WHAT to EXPECT
HABIT 1: BE PROACTIVE® – Focus and act on what you can control and influence instead of what you can’t.
HABIT 2: BEGIN WITH THE END IN MIND® – Define clear measures of success and a plan to achieve them.
HABIT 3: PUT FIRST THINGS FIRST® – Prioritize and achieve your most important goals instead of constantly reacting to urgencies.
HABIT 4: THINK WIN-WIN® – Collaborate more effectively by building high-trust relationships.
HABIT 5: SEEK FIRST TO UNDERSTAND, THEN TO BE UNDERSTOOD® – Influence others by developing a deep understanding of their needs and perspectives.
HABIT 6: SYNERGIZE® – Develop innovative solutions that leverage differences and satisfy all key stakeholders.
HABIT 7: SHARPEN THE SAW® – Increase motivation, energy, and work/life balance by making time for renewing activities.
IMPROVE EFFECTIVENESS FOR INDIVIDUALS AND TEAMS
INDIVIDUAL EFFECTIVENESS:
The 7 Habits of Highly Effective People is the proven individual effectiveness operating system. Participants develop increased maturity, greater productivity, and the ability to manage themselves. They will come away with the ability to execute critical priorities with laser-like focus and careful planning.
Team EFFECTIVENESS:
The 7 Habits of Highly Effective People is the proven team effectiveness operating system. Participants increase team engagement, morale, and collaboration. Teams come away with improved skills in communication and relationship building.
If I had a suggestion, I would say that 3 days just wasn’t enough! I wanted more time! Among many other things, I have learned how to prioritize my schedule and communicate more effectively with my techs when they are having challenges.
I would rate my improvement and leadership skillset at 100% improvement after this event!
“
Carlos Yanos - Service & Installation Manager, VA
THE COMPANIES WE'VE SERVED
