FAQ
“What type of business will benefit from “Winning on the Home Front”?”
It isn’t WHAT you do but instead WHERE you perform your service. So if you do ANY work in customer’s homes this audio training program has the potential to dramatically improve your business. (And just maybe your life!)
Why don’t you offer this course on video instead of just doing audio?
We find most people prefer to listen to these programs while driving, exercising or working. Can’t do that with a video! (At least we hope you aren’t watching a video while driving!)
How long is “Winning on the Home Front”?
“Winning” contains 12 sessions placed in logical order. Each session runs between 30 to 40 minutes. Total course time is ???
What else is included with the audio training?
One of Steve’s favorite sayings is, “Training without accountability is useless”. So we include a “Skills Review” for each session. After your employee listens to each track give them the Skills Review to fill out. (Downloadable answer sheets are included in your purchase.)
NOTE: Once your new hire has correctly filled out all 12 Skill Reviews we recommend you publicly recognize your “Service Engineering” Champion. So why not give them a nice, crisp 100.00 bill at your next company staff meeting? (Along with enthusiastic applause from everyone!)
Your program is probably great stuff. But the price still seems high for a 7 hour training course!
We understand! And many of our clients felt this way… UNTIL they actually implemented Steve’s “Service engineering” concepts and training! Then our clients found their techs were transformed (link to our “testimonial page) into “Cheerleader Making Machines” after “Winning on the Home Front” training. And since each Cheerleader is potentially worth many thousands of dollars in downstream referral income it sorta puts the measly price into perspective! Right? 🙂
OK, let’s say I buy “Winning”- How should I use it going forward?
Maybe the best way is to let a new hire listen to each session on their own. (I recommend paying your techs for their time spent listening to the actual audio training.)
What can I do to get my employees “on board” with Service Engineering?
It may not be easy! Remember that we are talking “emotions” here and many service technicians (many of whom are men) are much more comfortable with their tools than with their feelings! But learning can be fun as a group. Sooo…
Bring your people together in a weekly meeting (paid of course) to listen to one “Winning” session at a time. Feel free to stop the program and ask, “So do you guys remember Mrs. Jones last week. Now SHE was a Cheerleader!” or “Charlie, can you give us any Moments of Truth you gave Mr. Smith yesterday?” and then go on. Have a verbal review at the end of the session and if you wish have your employees each fill out a Skills Review.
Work “Service Engineering” terms into your company culture. Use phrases like Cheerleader, Baseline Expectations, Moments of Truth and Illusion of Control on a daily basis. And don’t forget Tom Peter’s famous saying, “What gets measured… gets done!” So measure, recognize and reward your employees when they make Cheerleaders!
About Steve Toburen
Steve Toburen spent over 20 years “down in the trenches” providing home owner services including remodeling, painting, decorating, janitorial, carpet cleaning and fire and water damage restoration. Steve’s flagship cleaning and restoration company grew into a nationally recognized operation based on its high per-capita profits in a small market base.
In 1991 at the age of 38 Steve sold his 16 employee company and retired from full time business. However, Steve also has a “low boredom threshold”! So he founded Concepts of Value, a training business focused on helping residential service companies.
Based in his own experience Steve discovered most residential service firms do “good work”. But their on-site techs don’t have a clue on how to mold the “Emotional Dynamics” of the transaction. So many (if not most!) service firms working on the “Home Front” just limp along instead of growing into a “Critical Mass” company.
NOTE: Steve defines “Critical Mass” in business as a company that will run with OR without the owner. This happy state gives the owner(s) the “Personal Freedom” of working when they want (fun!) but also having the freedom (and wealth) to do something else! (Which is even “more fun”!)
After selling his residential services business Steve founded and then served for many years as the Director of Training for the revolutionary Strategies for Success (SFS) training program. Steve has also owned a computer systems house, an auction service and has been a certified white-water raft guide.
The Toburen family spent 13 years in the Dominican Republic working as full time, unpaid volunteers and they continue in this volunteer work today. Steve and his wife, Sioux live in the small mountain town of Durango, Colorado and have two great children. Matthew still lives in the Dominican Republic and is Steve’s partner in Home Front Success. Megan is a Certified Medical Assistant in New Mexico.