Author and entrepreneur Gino Wickman was featured speaker
SAN DIEGO—Coming off of an inspirational and motivational Owners’ Spotlight in March, Nexstar Network honed in on specific, actionable business practices for this year’s Super Meeting, Sept. 28-30, 2016 at the Manchester Grand Hyatt. The meeting was attended by nearly 600 Nexstar members, who are independent plumbing, heating, cooling and electrical contractors from around the United States, Canada and other parts of the world.
At the meeting, Nexstar unveiled the “8 Laws of Daily Focus for Double Digit Profits,” which are key behaviors that owners and managers should follow for business success. The laws build out these concepts: “Work the Model,” “Win the Day,” “Communicate in Rhythm,” “Achieve the Call Goal,” “Dispatch to Maximize,” “Be the Right Price,” “Live the Six Steps,” and “Build Long-Term Relationships.”
“So far, this was my favorite Super Meeting ever,” said Kerri Raynor, owner of Raynor Services and Nexstar member since 2009. “I appreciate motivation and looking at things with a positive attitude, but as someone who is an RN by education, I truly appreciate the concrete structure that was provided, not just motivation.”
In an innovative twist, keynote speakers shared emcee duties with a CGI character named Allen Wrench. Operating from a TV screen on the stage, he would occasionally tell jokes and ask questions of whomever was up there with him.
“The intent was to give some comedic relief to some very heavy operational content,” said Nexstar Training Manager Julian Scadden. “Some of the processes the eight laws were sure to create questions in the attendees’ minds, so we had Allen voice some of those questions and thoughts from our membership so they could be addressed while the content was being presented.”
Keynote speaker Gino Wickman, author of “Traction: Get a Grip on Your Business,” brought the eight laws into the context of his Entrepreneurial Operating System (EOS), reminding the audience that the day-to-day is extremely important, but they must know how those tasks fit within their company vision.
“Companies that have endured for decades have this habit of setting long-range goals,” Wickman said.
He emphasized the use of data to drive key decisions in a business and knowing the numbers as key to success. He also stressed that entrepreneurs should have a willingness to let people go if they don’t share your vision as a business owner. You should do your best to put the “right people in the right seat,” but at the end of the day, if they don’t buy in to your vision, they—and your company—will benefit from them working elsewhere.
For Jamie Gerdsen, Nexstar member and owner of Apollo Home, EOS is the Service System for management. Nexstar’s Service System is a customer-service best practice for all technicians, CSRs, and customer-facing employees in a residential service business.
“Nexstar realized that Service System is great platform for people out in the field, but EOS is the platform for leadership management,” he said. “That was the big takeaway for me.”
Throughout the event, Nexstar trainers and staff helped present the eight laws for profit. Nexstar President and CEO Jack Tester kicked off the first day of the meeting, September 29, with “Work the Model.” By model, he explained, he meant the service and replacement business. All the other laws following were related to this law.
Nexstar Master trainer Dan Friesen brought members through laws two and three, “Win the Day” and “Communicate in Rhythm.” As a manager, you must know and communicate the daily goals to your team, which gives you the tools to hit company goal and “win the day.” Member trainer David Boduch followed Friesen with laws four and five, “Achieve the Call Goal” and “Dispatch to Maximize.”
Nexstar Training Manager Julian Scadden lead day two of the meeting, on September 30, taking the members through laws six and seven, “Be the Right Price” and “Live the Six Steps.” The “six steps” refer to the Nexstar Service System. Scadden told members that regarding price, if you are worried about what other people are charging, then the price will dictate your life. Contractors should believe in their price and know exactly why they set it—to be better able to give back to the community, to give all employees great benefits, etc.
“When we know it’s right, we can stand rightfully with it,” Scadden said.
The eighth and final law, “Build Long-Term Relationships,” was presented by Nexstar Director of Training Keith Mercurio. At one point, Mercurio came out in a technician work uniform in favor of his suit and demonstrated the right way to end a service call with Scadden, to emphasize some of the best ways to build those long-term relationships with customers within a home visit.
Dr. Paul Scheele, founder of Learning Strategies, took the last few hours of Super Meeting to help members learn ways to better retain information. He said that on average, at events like Super Meeting, people only retain about 11 percent of what they hear. He also explained that humans have a natural resistance toward change.
“We are more willing to accept a familiar problem than an unfamiliar solution,” Scheele said.
In order to capture more of this and actually affect change in their businesses, members must actively and dynamically steer toward the future, and one of the ways to do this is to build habits through “cue, action and reward.”
For more information about the 8 Laws of Daily Focus for Double Digit Profit or other information about Nexstar Network, call 888-609-5490.
Nexstar Network® is a trusted partner in helping more than 550 independent residential service contractors improve their businesses and has been since 1992. Nexstar members benefit from comprehensive business training, proprietary processes and systems, and dedicated business, call center and marketing coaches. For more information please visit www.nexstarnetwork.com, via Facebook, Twitter, or our blog, www.nexstarnetwork.contractors.
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