Outotec (Finland) Oy
…These training days by Mr. Jim Baston have been popular among our field services experts and have received exceptional good feedback from participants. I am personally very impressed how well Mr. Jim Baston has been able to adopt our management team needs to the training and how training content has been customized to reflect our industry specific issues. I can strongly recommend Mr. Jim Baston to any company, which is planning to develop their field service teams towards high-class customer services.
Jyrki Härme – Vice President, Development and Deployment, Outotec (Finland) Oy
Haakon HVAC Services
… Jim was able to help us sharpen our focus and hasten our journey. His [Proactive Service®] session was focused and included real life examples that really hit home with … our technicians.
Our contract base has grown by 25% in the past two years with the bulk of the growth coming from existing clients or referrals with near zero attrition. We have experienced this growth while other union contractors in our market are complaining of losing business to the non-union sector. The benefit to our clients is that their equipment is operating much more reliably and they are getting far fewer breakdown service calls from their tenants.
Jim understands our industry and what clients really want better than anyone I have come across in the 30 years I have been in this business.
Jack Hole – Partner, Haakon HVAC Services, Vancouver, BC
ACCO Engineering Systems
…For our Service Division, Proactive Service is more than a concept. It transformed everyone’s thinking. Our technicians thought it was the single best training session they ever attended. All 105 reviews turned in said the same thing, please repeat this training.
Steve Smith, Senior VP, ACCO Engineered Systems, Inc., Los Angeles, CA
UA Local 434
… It was quickly evident how “in-tune” Jim is to the service marketplace and to customer satisfaction. Both the journeymen and apprentices who attended the one-day workshop gave high marks to the quality of Jim’s program and his level of interaction. All attendees conveyed that they came away with a better knowledge of how to effectively interact with their customers and manage difficult situations.
Terry Hayden – Business Manager UA Local 434 Central & Western WI
Ambient Mechanical Limited
Jim’s support is extremely helpful. His insight and obvious knowledge of the business have been instrumental in greatly accelerating our time to market. The [Proactive Service®] workshop has helped our techs fully grasp their role in promoting our services and has provided them with tangible skills that they use in the field.
Tony Mammoliti – Operations Manager, Ambient Mechanical Limited, Toronto, ON
Neelands Refrigeration Limited
… Your content, empathy and communication ability to convey a different perspective of the “sales” role to people such as HVAC/R field technicians is well received and genuinely accepted by those in attendance. A typical comment I receive is “I never thought about it that way.” …your combination of outside of work/real life examples along with your long term specific knowledge from working in our industry are the reasons why it is received with high credibility.
Steve Horwood – Vice President, Sales & Operations, Neelands Refrigeration, Burlington, ON
“The Proactive Service workshop that you delivered to our field service teams had a big impact on our business. Your approach fully engaged the group and held their interest for the entire day. Since the workshop, our team has more confidence in dealing with customers and feel more empowered to make recommendations that have led to further work. Communication barriers have been opened and, for many, the change has been very noticeable. Perhaps best of all, your workshop has dovetailed nicely with our new proactive marketing efforts and the combined results have resulted in a significant uptick in business.”
Russ Sealey, Service Division Manager, Houle Electric, Vancouver, BC
“Jim, The Proactive Service workshop that you delivered to our field service team was extremely valuable and relevant to all attendees. The material was tailored to what our mechanics/technicians are facing on a daily basis. The customer service tools are common sense based and easy for the techs to implement as part of their daily activities. And, your approach to the technicians’ role in business development as a service resonated with our team. Already I have seen that some of the participants have demonstrated a greater interest in showing our customers more of what we can do for them. I have no doubt that in the long run this will increase our business, which was one of the major reasons for having this seminar.”
Derek Kraliz, Field Service Supervisor, Honeywell Limited, Hamilton, ON
UA Local 250
Jim’s Customer Service Course is top notch. He addresses the needs of the employer, employee, the customer and he focuses on a lot of opportunities that a Tech has as well as the Company. I would highly recommend this course as it got rave reviews from seasoned to entry level folks.
Rick Hatlen, Director of Training at JJATC, UA Local 250, Los Angeles, CA