Service Management Workshop

  • Maximize profits in your service department by mastering and balancing three key components: Collect-able™ Efficiency, labor rates and expenses
  • Structure your service department and gain confidence to properly grow or shrink using proven organizational structures that clearly define roles and responsibilities
  • Learn a technician pay plan that ties compensation to department efficiency and profitability
  • Increase profits by understanding the difference between productivity and Collect-able Efficiency and how to measure and manage both
  • Make the most effective use of technicians’ time for deliveries, repairs and emergencies with a streamlined scheduling system
  • Prioritize service work and maximize technician efficiency using an adaptable scheduling system

The Spader Service Management workshop will help you improve your people and profits with rational, process-driven, customer-focused systems. Since your service department is where you keep the customers you worked so hard to get, Spader focuses on proven systems to place this department and its unique challenges and opportunities in proper context to help clarify and simplify the way you manage the department. Finally, we’ll help participants sell more service, increase profits and improve customer satisfaction by teaching them how to better estimate and quote jobs, and meet customer expectations.


This three-day workshop will include the following:

Profit Planning: Build a Service Department Profit Plan and Set Monthly Profit Goals

  • One Dollar Empowerment® – the scorecard managers and employees can understand
  • Collect-able™ Efficiency: collectable vs. non-collectable hours
  • Departmental expense ratio guidelines
  • Costline® Service Pricing System
  • Plateau maps that show you step-by-step how to structure, grow, or reduce the service department
  • Flat rate billing
  • Sales and marketing

Scheduling: The Processes and Tools Needed for an Adaptable and High-Performing Scheduling System

  • The service appointment process, and the key dos and don’ts
  • How to plan for and schedule sales department deliveries

Information Flow: Concrete Processes and Flowcharts for Executing the Concepts You Learn

  • Repair orders
  • Daily time tickets
  • Productivity reports
  • Delivery request packet (for sales department units)
  • Sublet administration

People: How to Understand and Work with the Four Styles

  • How to recognize the four personality styles and work more effectively with each style
  • Harness the power of non-verbal communication
  • Service writer, shop foreman, service manager: clarifying roles and responsibilities
  • The “real” competitors
  • People Management: How to identify top work priorities for service department employees

Pay Plans: How to Create a Win-Win Pay Plan Based on Expense Ratio Guidelines

  • Flat rate pay versus straight-time pay
  • Spader’s proprietary Costline® pay plan for technicians

Days one and two:  8:00 a.m. to 5:00 p.m.
Day three:  8:00 a.m. to 3:00 p.m. approximately
Please arrive 30 minutes early the first morning for registration.


Who should attend this workshop?

  • Service manager
  • Service writer
  • Service advisor
  • Business owner
  • General manager

Do you offer additional support?

Each participant takes home a full set of materials that includes the tools, processes, tips and forms needed for implementation and reference. You’ll also receive access to our help desk via email or toll-free phone for help with any questions you have when implementing what you’ve learned.

Can I customize this workshop for my business?

Yes! Many organizations want to train several people on-site, and we’ll be happy to customize it for you! Contact us today to learn more.

 How much does this workshop cost?

First attendee:  $1,995

Second attendee from same company within one year:  $1,895

Third and additional attendees:  $1,795 each

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