Have you ever struggled to recruit the right person for your team? And if you were able to find them, was it even more difficult to keep them? More than ever before, talent is in peak demand and companies are having to completely change the way they view human capital in order to stay competitive. In this program, you will hear up-to-the-minute data and case studies presented by author Jeff Butler on how organizations are winning the war for talent. Jeff has helped dozens of companies on winning the war for talent and has seen unusual and groundbreaking ways to attract talent that many employers are chasing after.

Jeff has mapped out the complete employee life cycle from hiring and managing to retaining. Each segment covers key areas where companies often lose their talent ranging from mistakes in their recruitment process, to failing to adjust management styles to accommodate the changing workplace expectations. Both high-level theories, as well as tactical strategies on workplace leaders, are included so leaders can guide their teams to talent victories. Sometimes it's a simple change like adding a video to a job ad, other times, it requires viewing your company in a completely different paradigm.

Jeff Butler
Keynote Speaker

Jeff Butler is an author and workplace strategist who explores human behavior within the working world. His experience spans over 40 industries on 4 continents on how different cultures and employees interact with each other. He studies common threads of behavior in industries such as IT professionals, underground utility workers, police officers, clothing retail chains, and companies like Google, Amazon, John Deere, and Coldwell Banker. As a researcher and practitioner, he also runs a consulting company and a tech company, TrinityFix, where he is able to test his ideas in different workplace environments. His ideas have made it to TEDx twice, and appeared in dozens of media outlets, including two books on human behavior: The Authentic Workplace and The Key To The New You. Currently, he lives in Dallas, Texas, as an out-of-place Californian.

There are many misconceptions about recruiting employees that leave both hiring managers and candidates frustrated and unsatisfied. The job market is hotter than ever, and the contractors that don't adapt will die. In this session, I will de-mystify the recruitment process by drawing on the parallels between the recruitment process and the sales process in the HVAC world. This will empower attendees to revolutionize their recruitment process by utilizing skills they already have to recruit higher quality candidates faster. By using the same terminology, KPIs, and mindset as a salesperson, the recruiters in any organization can be transformed into efficient hiring machines. I will compare the installation sales pipeline to the recruitment pipeline, sales leads to applicants, close rates to hire rates, and more. By exposing the key metrics to a successful recruiter in an easy to understand way, owners and managers will be able to easily diagnose shortcomings in their own recruitment funnel as easily as they can with their sales funnel.

Mark Mullane
Marketing Manager, TR Miller Heating, Cooling, and Plumbing

Mark Mullane is a marketing and recruiting manager who has been marketing in the HVAC world for four years, and took on the role of recruiter out of necessity during the COVID pandemic. He holds degrees in both history and marketing with a specialization in statistics, and uses numbers to explain behavior. With a decade of marketing experience, he was able to translate his skills in customer acquisition to candidate acquisition. In just three years he has completed countless phone screens, hundreds of interviews, and overseen the hiring of over 150 employees. Mark has a passion for creating people powered processes that drive efficient results, and is an analytics nut who believes in letting the data make the decisions.

Everything rises and falls on leadership. The new generation of workers desperately desire connection, leadership and involvement. They also want to be held to processes, not how the boss is feeling today but measureable, task oriented programs that show them how to win.

Aaron Ruddick
General Manager, Reilable Comfort Heating and Air Conditioning

As a first-generation HVAC guy, Aaron started with no industry knowledge, experience, or vision of what was instore for the future. Aaron found a home with a small family-owned company. In 2001 along with his 2 brothers, Aaron launched Reliable Comfort Heating and Air Conditioning and the future was set. Over the past 20 years through the highs and lows and a dedication to reading, learning, and applying best practices Aaron and his brothers built a company that was based on service, dedicated to excellence, and focused on teamwork. Aaron is married to the Wonderful Angie and has 4 girls. In his spare time, he enjoys traveling, outdoors, live theater and sports.

As a business coach, I hear the same things almost every day . . . "My people just don't care!" "They have no ambition to work" "I can't get anyone to do anything extra" "All they care about is their personal time off" "I think I hired a bunch of whining kids" "These people have absolutely no loyalty" "Some of these folks think they should get paid just for showing up, yet don't want to work" "They just won't do what I ask from them" Seems like a problem that continues to keep getting worse and it is a concern of every single client over the last fifteen years.

In this session, we will discuss the following:

• How to determine the specific factors that get your employees motivated or demotivated.
• Why it seems employees really don't seem to care.
• Systems and methods that get your employees working as a team.
• Proven methods on how to properly handle problem employees.
• Developing a system that encourages discipline and employee learning and growth.
• Identify attributes in potential leaders.

After completing this session, attendees will have the necessary tools and information to:

• Know what it takes to become a successful leader and/or supervisor
• Identify attributes in employees that have potential for growth or leadership
• Handle employee challenges
• Learn the five reasons that cause employees to not perform at their highest level.

If you have employees, this is a program that you cannot afford to miss.

Frank Besednjak
the training source

After leaving the Navy, and before starting his own business, Frank Besednjak held positions as an electrician, technical support specialist at Sony Business Products, Service Manager for RCA Service Company, Area Manager for GE Consumer Service, then Manager of Service Training and Field Support Operations for GE Appliances globally. While at GE, Frank received numerous awards for implementing performance improvement programs that saved tens of millions of dollars and improved employee training, customer engagement and morale. Some of his business processes are still in use at GE today. He has a Bachelor of Business Degree in Marketing and Business Administration from McKendree University which he obtained at the age of 40. For the last 27 years, Frank Besednjak has worked with thousands of business and service professionals to improve their performance, productivity and profitability. Frank presents 30 to 40 business improvement and leadership workshops every year for various businesses including manufacturers, distributors, retail specialty, night clubs, home service professionals and other hospitality providers. An entrepreneur and strategist, Besednjak has started and sold several small businesses that support his customer base. He has also invested and partnered in several start-up ventures that are changing the way businesses will operate and market in the future. Frank Besednjak was awarded business consultant of the year in 2014 and is one of the highest rated speakers and coaches in contracting and service businesses. His no nonsense, real world, down to earth, raw style, encourages audiences to pay attention, take immediate action and make a difference. No one ever leaves his sessions without feeling inspired and motivated.He has written numerous articles and been interviewed in almost every trade publication in the night clubs, bars, contracting and home service industry. His website is www.TheRealFrank.com Besednjak has spoken to tens of thousands of business leaders and worked with and assisted a variety of organizations with unique challenges. As a person who loves to help others, Frank has mentored dozens of individuals and future leaders, who have become great success stories in business and life including raising, as a single dad, his two children, Rocco, who is a medically retired police officer after being injured during a felony pursuit, and now operates Camp Hero, Kentucky, a non-profit that provides nature experiences for wounded first responders and veterans. His daughter, Brianne, holds an executive position with one of the largest insurance companies in the world.Frank Besednjak has devoted a large part of his life helping others reach their dreams. He has mentored dozens of individuals and changed the lives of thousands.

Many of us, mabe even most of us, have a hard time understanding Gen Z so I spent a year learning everything I could. Gen Z is expected to be a big part of our work force and customer base. I would like to share with you what I learned as I believe they will help you, your business and the future of our industry. I certainly don't have all the answers and can't cover a year's worth of study in an hour. I do believe the insight I have will benefit you, and this industry I love so much. Nobody else is going to solve the problem, it’s up to us!

Ty Branaman
Aether HVAC Training

Ty started in the trade in 1995 building ductwork with his father. He has held many positions in HVACR, like many starting in installation, maintenance, service, refrigeration, to starting his own company that is still in business today. Ty's real joy has come from teaching and passing his knowledge of the trade on to others. He learned that systems can be diagnosed, serviced and replaced but the mind of learners is always changing and always presents new challenges. Repairing a piece of equipment or solving a whole home issue was always a joy but nothing compared to seeing the sparkle in a student's eye when they finally understood the concepts being taught. Nothing compares to students calling years later loving the trade and being successful.

Ty has taken his passion for teaching across multiple cities, states and schools across the country. He also enjoys helping instructors with the difficult and ever-changing challenges not only in the classroom but bridging the online learning delivery method. Ty makes a variety of videos from private label to free content on social media.

Although Ty has worked for many different training centers, he now divides his time among multiple companies and content creation. He founded Aether training and consulting as @love2hvac where you can find a lot of free content. You will also find him working with ESCO institute, HVAC school, AC Service Tech LLC, Copeland and more.

Ty has a list of HVAC industry certifications from NATE to Contractors Licenses and many in between. Ty is most honored to hold the Certified Master HVAC Educator (CMHE) credential and recommends all instructors to take on this challenge for the sole purpose of self improvement and growth. The path is not a task but a Journey, which has had a big impact on his classroom abilities and knowledge. Ty loves helping others and truly loves this wonderful trade.

“The Great Resignation” is still an ongoing wave that is hitting across all industries right now. Businesses are losing employees at such a high rate that there are currently 2 open positions for every 1 person looking for work. In the last year specifically the home services industry has been getting hit hard with voluntary employee resignations.

The loss of talented and reliable revenue-generating employees impacts companies of all sizes, but it is especially devastating for the small to medium-sized who are likely already understaffed, to begin with. It halts progress as well as dropping morale for everyone needing to pick up the extra load. This in turn leads to others exiting as well and a tough cycle to hire back out of.

Learn why employees are currently quitting en masse and measures that can be implemented to make employee retention strong.

What you will learn:

• What causes good employees to leave well-paying positions
• What the current generations of employees value most from their employer
• How to create a strong culture that retains employees
• Strategies to implement to not only keep employees but recruit new ones

Derrek Hofrichter
Business Coach and Trainer, SBE - Service Business Evolution LLC

Derrek brings his experience as a business owner, communications professional, and athlete into his coaching and training. Having founded and managed a successful fitness coaching business from a solo enterprise to a staff of 20, he understands how to inspire and motivate teams to reach their goals.Prior to operating his business, Derrek spent time in various communications roles from political speechwriter to Director of Communications, and truly believes that to improve your business you need to improve how you communicate.Derrek is a frequent public speaker for seminars, corporate events, and conferences. He has had speaking engagements in over 7 countries and across most of the U.S.His coaching and training style reflects this communications background through his ability to break things down into easily understood pieces and brings new insight into topics.

Are your conversations feeling more transactional than transformational? "Level Up Your Communication" and discover the keys that will elevate your leadership through powerful and inspiring communication. This engaging session will equip you with four essential strategies to refine your communication and achieve greater impact. Strong leaders need the ability to communicate in a way that not only influences others but also inspires and motivates them to take action. Transform your communication approach to become a more impactful and effective leader.

Angie Snow
Principal Industry Advisor, ServiceTitan

Angie Snow is a Principal Industry Advisor at ServiceTitan, a home services management software company. Angie is passionate about helping contractors find innovative solutions that drive success. Angie has 15 years of experience building her own successful HVAC business in Utah, Western Heating & Air Conditioning, where she focused on marketing, finances, business development and customer service/experience.

Angie was awarded the Service World Woman of the Year Award at Service World Expo in 2016, and named one of the Top Women in HVAC in 2022. Angie served on the Board of Directors for Women in HVACR for six years, and has a strong desire to improve and give back to the industry and open the doors for women in the home service industry. She is excited to serve as an advisor for WIPP (Women in Plumbing and Piping) and contribute to the development of the organization. Angie is also active on the board for LadyTitans, a Women's empowerment group for the trades, sponsored by ServiceTitan.

With a strong background and Master’s Degree in education, Angie thrives on developing individuals. She has coached with Snow Business Coaching and the Go Time Success Group. She is a John Maxwell Certified Team Member, where she specializes in helping clients with personal growth plans. As a certified coach, speaker and trainer, she speaks at home service industry events, and has also been showcased in industry publications, podcasts, and webinars.

Angry customers, they’re the worst! No one likes to get a late-night call that the new system your company installed isn’t working. Too often owners and managers rely on their technicians and installers based on their expertise and experience. Often, they deliver. But how do you know when they did, or when they didn’t? And how will potential customers know they can count on every member of your team to deliver?

You can't be on every jobsite, but smart connected tools allow installers to fine tune system performance and help managers review the quality of their work. They also enable third-party verification with ACCA Quality Installation certificates that help you sell more comprehensive upgrades and prove to customers and efficiency programs that you've done the job right.

Hear firsthand how remote objective third-party verification can equip your team for success.

Wes Davis
Director of Technical Services, ACCA

Wes Davis serves as the Director of Technical Services for ACCA. He works with the team responsible for ACCA’s contractor accreditation (the Quality Assured Program), creation of education and training courses, promoting sensible code requirements, and continued improvement of ACCA’s standards. Wes serves on technical committees with several industry associations. Over his 25 years in the HVAC industry, he has sold & installed systems, and managed an HVAC business as a licensed contractor in South Carolina. He wrote Bob’s House and works hard to recognize HVAC professionals and identify quality HVAC installations.

Modern day workplace has four generations working under one roof. Baby Boomers, Generation Xers, Millennials and soon Generation Z all work together to accomplish common organizational goals. But with differences in each of these generation’s viewpoints, upbringings, culture, ideas, beliefs and experiences, it is likely to see some tiffs or clashes within the organization. This makes managing four different generations in the workplace an extremely difficult task to accomplish, though not impossible. With right guidance, support and advice, the task of managing these four generations under one roof is achievable. That support may come in various forms, one of which is this program.

In this program about managing four different generations in the workplace, best-selling author Jeff Butler, backed by a decade of psychological research, shares insights about motivations, differences, and communication styles of these four generations. You will learn how organizations across various industries are thriving with a multigenerational workforce. And how yours can too. Through this program you’ll find specific actionable strategies to manage your cross-generational challenges and turn your multigenerational workforce into a competitive advantage.

Learning Points

• Discover potential points of generational conflict and tactics to handle them
• Learn how to strengthen cross-generational communication
• Obtain specific strategies to leverage multi generational opportunities

Jeff Butler

Jeff Butler is an author and workplace strategist who explores human behavior within the working world. His experience spans over 40 industries on 4 continents on how different cultures and employees interact with each other. He studies common threads of behavior in industries such as IT professionals, underground utility workers, police officers, clothing retail chains, and companies like Google, Amazon, John Deere, and Coldwell Banker. As a researcher and practitioner, he also runs a consulting company and a tech company, TrinityFix, where he is able to test his ideas in different workplace environments. His ideas have made it to TEDx twice, and appeared in dozens of media outlets, including two books on human behavior: The Authentic Workplace and The Key To The New You. Currently, he lives in Dallas, Texas, as an out-of-place Californian.

Elevating a team to be productive, engaged, and successful, is a skill that requires thought, planning and clear execution. In our current climate, it is paramount to stay authentically connected with your team. In this session, hear from Jim McCusker, who has a 30+ year career of leading sales teams through remarkable success and great adversity.

“Nobody cares how much you know, until they know how much you care.” How do you get a team to trust and respect you? To follow you? We will explore the ‘whys’ of leadership and how you can maximize your strengths and enhance your opportunities.

Jim will share his core principles on leadership, from day-to-day interactions to the bigger conversations.

1. Goal setting to achieve potential
2. Setting clear expectations and measurement
3. Ongoing feedback and support

Emotional Intelligence, or EQ, is one of the cornerstones of leading and inspiring. Understanding how to listen and connect with your team no matter your leadership style. Jim will share his ‘Coaching Carousel’ – a step by step guide to enhance your ability to inspire and motivate your team to the next level.

Jim McCusker
Chief Revenue Officer and Executive Vice President, Thryv, Inc.

As Thryv’s chief revenue officer and executive vice president, James McCusker is responsible for our inside and outside sales, including sales strategy, planning and execution. He previously served as the company’s vice president of expansion channel sales. Before joining Thryv, James was president and chief sales officer of hibu (formerly Yellowbook), where he oversaw U.S. operations and media/advertising sales. He began his career at Yellowbook as a sales rep in 1990, gradually progressing through a series of sales leadership roles (including vice president of sales and chief of sales). During his tenure, he assisted in driving the company’s digital transformation and was instrumental in propelling Yellowbook’s revenues from $70 million to $2 billion over a 10-year period. James received his Bachelor of Arts in Business Administration from LaSalle University in Philadelphia.

America's skilled work crisis is a large and growing challenge: Over 1.3 million skilled construction and manufacturing jobs are unfilled today in the U.S., and this shortage is poised to grow 3x to more than 4.3 million by 2030 at an annual cost of more than $280 billion. Globally the problem is even greater, with an 85 million skilled worker shortfall across industries poised to cost $8.5 trillion by 2030. Come hear from a panel of inspiring contactors using new technology and leveraging government initiatives to tackle the skilled worker challenge. This panel is sponsored by UpSmith, a technology platform to source, screen, upskill, and deploy a new generation of talent to fill critical gaps in their workforce, with business cases focused on expanding revenue and productivity. HVAC technicians sourced through UpSmith are on pace to deliver up to $200,000 in annual revenue for their employers in year one, having accessed high-pay, high-purpose roles through employer-financed career accelerators designed by UpSmith and delivered in partnership with employer sponsors.

Wyatt Smith
CEO and Founder, Upsmith

Wyatt Smith is the Founder & CEO of UpSmith. UpSmith's mission is to address America's skilled labor crisis by expanding the supply of skilled workers. To do this, the company partners with employers to identify high-demand jobs, then uses technology to source, screen, upskill, and deploy high-potential candidates to fill them. Video here describes the model in more detail. In previous roles as Head of Business Development for Uber Elevate, Wyatt closed 25+ global partnerships with leading aerospace manufacturers and infrastructure providers, >$125M in corp dev investments, and led an M&A deal with Joby Aviation. At McKinsey, Wyatt served Fortune 50 on the future of edtech and product management, utilities in frontline service ops for construction. As a high school history teacher, Wyatt received the 2013 Sue Lehmann Award, Teach for America's national teacher of the year recognition. He learned basic skilled work (carpentry, welding, electrical wiring) growing up on a family-operated cattle ranch in rural Alabama.

Jeff McLanahan
Vice President of Learning and Development at ARS

Jeff McLanahan is a learning & development, operations, and human resources professional with experience in building global organizations. As the Vice President of Learning and Development for American Residential Services, Jeff is responsible for spearheading the design and implementation of industry-leading training and development strategies focused on both technical skills and leadership competencies in support of our business growth strategy.

Eddie McFarlane
Vice President Training, Development, and Employee Engagement at Sila Services

Eddie McFarlane is Vice President Training, Development & Employee Engagement at Sila Services, a leading national HVAC, Plumbing and Electrical services provider. Eddie brings decades of HVAC industry experience to Sila Services, including a passion for guiding others in their professional development. As a recognized HVAC industry leader, Eddie serves on the Board of Directors for the Air Conditioning Contractors of America (ACCA) and is a Board Trustee for North American Technical Excellence™ (NATE). Additional industry contributions include co-founding Schedule Engine, a leading scheduling platform (acquired by ServiceTitan), and co-founding/starring in the popular online program Toolshed that provides best practices training to both expert technician and novices alike.

Tony Denhart
Executive Vice President, Workforce & Talent Aquisition at Indiana Economic Development Corporation

Tony Denhart is the Executive Vice President, Workforce & Talent at Indiana Economic Development Corporation. Tony is an inspiring leader that has built an incredibly strong reputation throughout his career for constantly delivering results, driving innovation, being a deeply strategic thinker and keeping the customer front and center at all times. Today, Tony provides a critical link between businesses and talent resources including universities, government agencies and resources, as well as community and education stakeholders, to make it as easy as possible for employers to cultivate robust talent pipelines, meet hiring goals and implement training and development programs.

Stephanie Bothun
Co-Founder and Vice President at Ascend Indiana

Stephanie Bothun is the Co-founder and Vice President at Ascend Indiana, a dynamic nonprofit that is on a mission to make Indiana a place of economic opportunity for all. Ascend Services supports employers in addressing labor market and talent development needs through customized solutions, including: talent pipeline development, organizational strategic planning, modern youth apprenticeship, and economic development analyses. The Ascend team works alongside organizations (companies, nonprofits, etc.) to identify the current challenges and desired project outcomes, research current best practices, secure relevant partners, and develop a detailed implementation plan to create a sustainable talent solution.

Generation Z, also known as Gen Z, is the demographic cohort that comes after Millennials and is born between the mid-1990s and the early 2010s. This generation grew up in a world that was shaped by technology, social media, and the internet, which has had a profound impact on their learning style. Here are some reasons why Gen Z learns differently: Digital Natives: Gen Z is the first generation that has grown up in a world where technology is ubiquitous. They are "digital natives" who have been exposed to technology from an early age and are comfortable with using it to learn and communicate. Short Attention Spans: Gen Z has grown up in a world of instant gratification and short attention spans. They are used to getting information quickly and are not as patient when it comes to long lectures or traditional teaching methods. Multitasking: Gen Z is skilled at multitasking and can easily switch between different devices and applications. They are used to consuming multiple streams of information simultaneously, which can make traditional teaching methods seem slow and tedious. Visual Learners: Gen Z is a highly visual generation that is accustomed to receiving information through images and videos. They prefer visual aids and interactive content over traditional textbooks and lectures. Collaborative Learning: Gen Z is more likely to work in groups and collaborate with peers than previous generations. They prefer to learn from each other and share knowledge, rather than relying solely on teachers or textbooks. In conclusion, Gen Z learns differently due to their exposure to technology, short attention spans, multitasking abilities, preference for visual aids, and collaborative learning styles. As the world continues to evolve, it is important for contractors to adapt their onboarding and retention methods to meet the needs of this new generation of learners.

Clifton Beck
Manager of Digital Media, ESCO Institute

Clifton is a highly skilled and experienced HVACR professional with a passion for learning and embracing new technologies in the industry. He began his journey as an apprentice in a typical Mom&Pop service shop that specialized in commercial refrigeration and unique refrigeration equipment. It was there that he developed a strong foundation in the trade and a curiosity for exploring new technologies and innovations. Throughout his career, Clifton continued to expand his knowledge and skills, attending Electrical Training at Brown County Career Resource Center and obtaining a Master Electrician Unlimited License. This allowed him to venture into commercial automations and building efficiency controls, broadening his expertise even further. Clifton's career also took him into education in the wholesaler environment, where he brought virtual onboarding and education to contractors in 5 states. He also developed industrial training programs for manufacturing and foundry facilities in Ohio and Pennsylvania, sharing his wealth of knowledge with the wider community. Currently, Clifton is the manager of Digital Media at the ESCO institute, where he is committed to bringing new technologies and innovations into the classroom and the workforce. His passion for learning and sharing knowledge has made him a respected figure in the HVACR industry, and his expertise has benefited countless individuals and organizations throughout his career.

Callback management is a key concern for leaders across our industry. With practical strategies in place, businesses can improve customer satisfaction, enhance service quality, boost efficiency, cut costs, and foster employee growth and development.

This presentation aims to arm HVACR leaders with a multi-pronged approach to callback minimization. We will delve into a strategic analysis of callback causes, the implementation of proactive quality checks at each service stage, and the importance of ongoing technician training. Additionally, we will discuss the necessity of clear communication, technology adoption, succession planning, and creating a feedback-oriented culture. To drive these points home, Matt will also introduce the concept of incentives to motivate and reward technicians who excel in reducing callbacks.

Matt Akins
Manager of HVACR Education, ACCA

Matt Akins is an industry professional with an extensive and diverse background in HVAC. Throughout his 20-year career as a technician, installer, field supervisor, operations manager, general manager, and national trainer, Matt has acquired a comprehensive understanding of the challenges that contractors face. This breadth of experience has endowed him with credibility that extends beyond the podium, empowering him to provide insight and solutions that resonate with the realities of the HVAC business.

Have you ever wondered why some employees continue to underperform while others become rock stars? Or better yet, is it possible to turn new hires into a team linchpin consistently? Imagine being able to lay out a roadmap for employees so that they are able to maximize their leadership ability without having to micro manage them. A path where employees feel empowered and want to contribute versus being obliged to by their overbearing boss. In this program, Jeff Butler reveals the roadmap that the most disruptive companies in the world are leveraging to maximize their employees’ leadership abilities. More specifically, how to create a team where leadership is encouraged and cultivated to the point where an entire organization benefits. Some strategies are commonplace like instantiating strong management systems, but others are obscure requiring a leader to truly understand how the mind works in order to unlock their employee's potential.

Learning Points

• The mental traps that hold back high performing employees that attempt to move into leadership positions.
• Discover the 3 employee levels and how to help employees climb the performance ladder.
• Learn how to harness employee intrinsic motivation in order to maximize their leadership ability.

Jeff Butler

Jeff Butler is an author and workplace strategist who explores human behavior within the working world. His experience spans over 40 industries on 4 continents on how different cultures and employees interact with each other. He studies common threads of behavior in industries such as IT professionals, underground utility workers, police officers, clothing retail chains, and companies like Google, Amazon, John Deere, and Coldwell Banker. As a researcher and practitioner, he also runs a consulting company and a tech company, TrinityFix, where he is able to test his ideas in different workplace environments. His ideas have made it to TEDx twice, and appeared in dozens of media outlets, including two books on human behavior: The Authentic Workplace and The Key To The New You. Currently, he lives in Dallas, Texas, as an out-of-place Californian.

You’ve invested in marketing, infrastructure and team meetings but you’re always up to your ears in consumer issues, behind in GM, revenue or unyielding callbacks. The ONLY remedy & BTW your job – is Invoice Coaching. This training delivers three specific goals to your mid-manager staff:

• It provides PROACTIVE TIMELY feedback on performance to your field staff
• It either elevates team members to “get with the program” or exit your team
• Your field teams deserve & crave this information… they won’t get better without it

Attendees will receive:

• Knowledge of what’s at risk
• A paradigm shift – their JOB is to make our teams wildly successful
• An understanding of the supporting docs required to facilitate 
• An understanding of the KPIs that really mean something
• The go-to for rewards to reinforce behaviors
• The impact via the “Laws of the Chain”
• The liability of not communicating the TRUTH to the customer
• The tooling of WIIFM to illustrate tech performance values
• Knowledge of character traits we need to cultivate 
• The NUTS & BOLTS of how to get it done

Dave Borowski
Director, Technical Training, American Residential Services

Dave’s passion, 50 + years of industry experience and ability to communicate has been an integral value-added contribution to contractors looking to improve performance. From soft skills to technical training to implementation of proven best practices, with a goal of maximizing business models where either waste or lack of accountability and synergy has stalled a company’s performance. Director of Technical Training for North Americas largest in home service provider generating over 1.2 Billion in revenues, Dave is accountable for all technical ILT (Instructor Led Training), online training, and selected trainings via a dedicated LMS (Learning Management System) crafting success in 86 operating locations with over 4,500 field techs. As the former Director of Technical Training for the Direct Energy companies for 20+ years generating over 778 M in revenues, Dave was accountable for technical ILT (Instructor Led Training), online training, and selected trainings via a dedicated LMS for company owned and franchise operations. He has been involved in every aspect of customer service, IAQ and the HVAC industry during his more than 51 years in the business. Dave served as the Florida Zone Manager for Raytheon for nearly 20 years and VP & General Manager for 15 years at One Hour Air Conditioning & Heating Florida operations with a team of more than 100 and was honored as one of the top retail operations for the Direct Energy group. Dave’s keen understanding and insight of good business practices and accountability ensures quality control in the entire training and execution environment. More importantly, this tooling consistently improved student knowledge, employee retention, company moral and in the end improved profits. His most recent experiences include training contractors, administrators, and field technicians in navigating EPA, FEMA, DOE, ASHREA , ACCA and building codes compliance all with a focus on consumer acquisition and retention. With a wealth of experience as a Class A Mechanical contractor, Gas Master, Indoor Air Hygienist, distribution, sales, public speaking, published articles, on-air talent, and field training experiences gives Dave remarkable insights as a value-added asset for any operation.

The secret to building a successful business is no secret, we know the answer. It's culture! We will talk about why culture is so difficult and how to build a culture on purpose instead of by accident.

• Building the team: People are the most important part of your business. The wrong people and you are sunk! Build the right team and there is no limit.
• Create a plan: Cliche' alert, No building stands for long that was built without a plan. Setting meaningful goals and achieving them is what keeps people moving.
• Hold people accountable: If everyone on the team has written goals with time limits and they meet regularly to update each other amazing things happen.
• Growth takes cash: Cash is the fuel that keeps the machine running. All managers should know and understand the P&L.

Tom Lucas
Owner/General Manager, Dayco Systems

30 years in the HVAC industry, Owner/General Manager of a successful HVAC company in Acworth GeorgiaFather and Grandfather, married for 27 years with the love of my life.

Ever needed to use financials for an upcoming meeting or planning session? Ever wondered just what you're looking at or why? You're not alone! Come join me and let's unlock the mystery of what all those columns are telling us! Financials will be explored in a way that really helps the uninitiated grasp where they were, where they are, and where they are going! See your Financials in a new light!

Bill Talbot
Business Consultant and Management Coach, Go Time Success Group

Bill is a Business Consultant and Management Trainer with Go Time Success Group. His 23 year career in the trades has spanned from technician helper to General Manager one step at a time. His passion is helping build successful organizations through development of outstanding team members!

With prices already soaring and another 40% phasedown in HFC refrigerants just three months away, savvy contractors need to prepare their teams for the transition to the next generation of mildly flammable A2L refrigerants. We’ve assembled an all-star panel of industry experts who will give you the inside track and answer your burning questions about safely handling A2L refrigerants, preparing for new tank designs and A2L tools, and understanding the importance of reclamation and reclaimed refrigerants in overcoming supply chain disruptions. You’ll learn how to keep your team and customers safe, educate your customers about the coming changes, and get a head start on the competition.

Don Gillis
The Chemours Company

Is a Technical trainer for Chemours educational services. Don holds a Journeyman license for HVACR and has over 31 years of experience in the industry, 24 of those years in a service truck. Prior to coming to Chemours Don was the Senior Technical Trainer for Copeland Compressors where he helped train thousands of contractors all over North America. You cannot find anyone more passionate about training in the HVACR trades than Don. Don also sits on several committees, including SkillsUSA Nationals, and PHCC HVACR Nationals, and has been a guest speaker at countless national events.

John Maiorana
Arkema

John Maiorana is the Product Support Manager for Forane Refrigerants. Over the last 21 years John has held various roles in research, sales and technical support regarding fluorocarbon gases as refrigerants and fire suppression fluids. First with the transition from CFC’s to HFC’s and now, the transition from HFC’s to lower GWP technology. John holds a BA degree from Temple University and a MS degree from University of Pennsylvania.

Tired of power point slides? Need some ideas? Come with an open mind and let’s bring some magic to your training room. The fundamentals are the most important thing we can teach. Your team’s understanding of fundamentals form the foundation of your in-house training program and, ultimately, your company’s reputation. The challenge is conveying this to your team in a format that helps them understand and absorb it. If the students are not learning, we are not teaching. There is not a one size fits all solution. This presentation is to inspire you, give you some ideas, tools and methods that can help you present these important concepts to your team.

Ty Branaman
Aether HVAC Training

Ty started in the trade in 1995 building ductwork with his father. He has held many positions in HVACR, like many starting in installation, maintenance, service, refrigeration, to starting his own company that is still in business today. Ty's real joy has come from teaching and passing his knowledge of the trade on to others. He learned that systems can be diagnosed, serviced and replaced but the mind of learners is always changing and always presents new challenges. Repairing a piece of equipment or solving a whole home issue was always a joy but nothing compared to seeing the sparkle in a student's eye when they finally understood the concepts being taught. Nothing compares to students calling years later loving the trade and being successful.

Ty has taken his passion for teaching across multiple cities, states and schools across the country. He also enjoys helping instructors with the difficult and ever-changing challenges not only in the classroom but bridging the online learning delivery method. Ty makes a variety of videos from private label to free content on social media.

Although Ty has worked for many different training centers, he now divides his time among multiple companies and content creation. He founded Aether training and consulting as @love2hvac where you can find a lot of free content. You will also find him working with ESCO institute, HVAC school, AC Service Tech LLC, Copeland and more.

Ty has a list of HVAC industry certifications from NATE to Contractors Licenses and many in between. Ty is most honored to hold the Certified Master HVAC Educator (CMHE) credential and recommends all instructors to take on this challenge for the sole purpose of self improvement and growth. The path is not a task but a Journey, which has had a big impact on his classroom abilities and knowledge. Ty loves helping others and truly loves this wonderful trade.

As leaders, what do we do in situations where there is no playbook?  How do you navigate some of the more “personal” issues that we often get presented with.  Let’s chat about some of the uncomfortable things we have to deal with on a day-to-day basis, but aren't in the employee handbook.  Dean Perez, Service Manager from CroppMetcalfe (ACCA Service Manager of the Year), and Katelyn Machem, HR Director from Gillette Air Conditioning Co. Inc. (ACCA Contractor of the Year), walk through these situations with some of their own examples.  We’ll chat about how to deal with them from a Service Manager perspective and an HR perspective.  Bring some of the issues you are working through, and we'll workshop them together.

Dean Perez
Service Manager, CroppMetcalfe 

Dean Perez has been the Production Manager for CroppMetcalfe Services Warrenton Branch since 2017, and in the home services industry for the past 15+ years. His team has implemented practices resulting in 10% growth year over year since being part of the CroppMetcalfe family. A frequent attendee of ACCA Conferences for years, he enjoys the renewed excitement for our industry that comes with participating in the conferences and was selected as ACCA's Service Manager of the Year in 2023. When he's not setting his team up for success, he appreciates spending time with his wife and 5 kids all while coaching local Little League Baseball.

Katelyn Machen
Resource Manager, Gillette Air Conditioning, Co.

Katelyn Joined Gillette Air Conditioning Co full time in 2013. Currently she is our Human Resource Manager. Katelyn is the proudest member of the Fightin’ Texas Aggie Class of 2010. She earned a Bachelor of Science in Human Resource and development with a minor in Business Administration. With her Human Resource Team Katelyn handles onboarding, creating and updating policies, recruiting, payroll, benefits, insurance, and culture.

Everyone says they balance the needs of all three stakeholders— Employees, Customers, and Company --but have they truly created a culture aligned around a “win-win-win” philosophy? Michael Barth will share how Hoffmann Bothers exceeded 30% YOY growth from $10MM to $100MM. The Key to Hoffmann Brothers' success is centered around a “win-win-win” performance-based culture. Leveraging this culture alongside private ownership will enhance your ability to recruit and retain top talent, achieve industry-leading KPIs, and grow your business.

Michael Barth
Vice President, Hoffman Brothers

Michael is the Vice President of Market Expansion at Hoffmann Brothers. He started his professional career at Missouri Plumbing Contractors, focusing on custom homes and underground utilities. In 2015, Michael joined Hoffmann Brothers St. Louis, a business that has grown from 35 team members to 400 in the past eight years. Michael has launched new services and training programs at Hoffmann Brothers, including trenchless sewer rehabilitation and electrical services. In 2020, Michael relocated to Nashville, Tennessee, to greenfield Hoffmann Brothers Nashville location. Michael is currently responsible for the Hoffmann Brothers Nashville Location and other business expansion initiatives, including Hoffmann Brothers' recent acquisition.

As contractors, we are called on daily to troubleshoot technical systems, but what about our relationships with our teams and clients? Will this applicant be a good fit? How can I get buy-in for this new idea? Sound familiar? Have you ever stopped to consider that our most complex diagnostics may not be equipment-related at all? Come join us as we unpack how using the DISC profile tool can benefit our businesses! We will explore how we can improve in hiring and recruiting, team building, leadership development, and many other areas by understanding the personality traits and natural tendencies we all possess. No Ph.D. is required to learn the value of utilizing the DISC for our organizations!

Bill Talbot
Business Consultant and Management Coach, Go Time Success Group 

Bill is a Business Consultant and Management Trainer with Go Time Success Group. His 23-year career in the trades has spanned from technician helper to General Manager one step at a time. His passion is helping build successful organizations through the development of outstanding team members!

Imagine your business is a car, and dispatch is the driver’s seat – the command center that manages direction, speed, acceleration, and overall navigation. Technological advancements have made driving cars easier, more comfortable, and safer. So can AI and advanced tech provide ease and efficiency for service dispatch? Join us to explore the direction that technology is taking service dispatch, to optimize workflows, improve technician allocation, provide real-time visibility, and KPI tracking. We’ll discuss possibilities around:

• Automating the ability to get the right people, with the right skills, and the right parts, to the right place.
• Dispatch strategies beyond route optimization
• Dispatch as a profit center, by identifying profitable technicians, providing upsell and cross-sell strategies, service differentiation and recurring revenue contracts.
• KPIs and data analysis for insights into process improvements and cost savings

Adrian Stephenson
Owner, AnyDay Heating and Cooling

With more than two decades in the HVAC arena, Adrian leads AnyDay Heating and Cooling on a mission to deliver unwavering value to homeowners, with their “same-day service” hallmark. With a passion for business growth strategies and a keen interest in the potential of the Home Service Industry, Adrian possesses boundless enthusiasm for fostering connections and sharing knowledge about the HVAC sector.

JG van Graan
Director, ECI Thermogrid

JG’s deep HVAC industry roots began as an installation helper, and then grew through roles as technician, service management and even residential sales. Today, JG is a Director at ECI ThermoGrid, where he helps HVAC companies to implement business management software to simplify the management of their businesses by streamlining functions like dispatching, invoicing, and inventory management.

Finishing what you start is especially important in a business setting for a number of reasons. Firstly, not completing tasks or projects can result in lost revenue, as well as damage to the company's reputation. Clients and customers expect dependability and reliability from the businesses they work with. Secondly, failing to complete projects can lead to wasted resources, such as time and money, which can negatively impact a company's bottom line. Thirdly, in a business setting, not finishing what you start can also affect team morale and productivity, as unfinished projects and tasks can create additional work for others and lead to delays and missed deadlines. Lastly, when employees or team members see that their leaders are responsible and finish what they start, they are more likely to follow their example, which can lead to a more productive and efficient work environment. Key points:

1. To set specific and achievable goals: Clearly define what you want to accomplish, and make sure your goals are realistic and attainable.
2. To break tasks into smaller chunks: Large tasks can be overwhelming, so break them down into smaller, manageable steps.
3. To create a schedule: Establish a timeline for completing your task and stick to it as much as possible.
4. To eliminate distractions: Identify and eliminate distractions that may be preventing you from completing your task.

Mel Arat
General Manager, Mettle Flex, LLC

Mel Arat holds a Master's degree from Harvard University. He has taught Extraordinary Life Skills, Leadership, Innovation, Entrepreneurship, The New Trends in Business, Human Resources, Teamwork and Communications at universities and in businesses. He has given speeches at TEDx, LSE, Congress at Harvard, and in various countries such as Nepal, Maldives, Sri Lanka, Albania, and Japan. As the author of 12 books in the field of business and self-help, he has been working as a consultant and trainer since 1996 for both SMEs and large corporations. He is also General Manager of Mettle Flex provider of HVAC equipment and Flexible Air Ducts. He is also an amateur cyclist and mountaineer, having cycled all around the world and climbed Mount Ararat five times.

ACCA’s popular “I’ve Got an Idea” workshop is a fast-paced, interactive event in which the audience will share what they've learned over the past two days of the conference, hear ideas submitted by other HVACR leaders, discuss the ideas, and then vote for their favorites for cash and prizes! Come hear your peers' best ideas for growing their businesses, rewarding their employees, and overcoming some of the toughest challenges they face on a daily basis.

Matt Marsiglio
Vice President, Operations, Flame Furnace

Matt Marsiglio is the Director of Education for Heartland Home Services. Prior to joining the Heartland Home Services team, he was the Operations Manager for Flame Heating, Cooling and Electrical, located in Warren, MI, since 2011. Matt is a frequent speaker at ACCA's annual conference and the ACCA Service Manager Forum. In addition to his duties within the company, Marsiglio is an ambassador for the HVAC industry through his work as an instructor at Macomb Community College.