Service Management Workshop | Live-Online

The secret to enhancing your service department:  Improve your people and profits with rational, process-driven, customer-focused systems.

Your service department is where you keep the customers you worked so hard to get, and in today’s environment, gain new ones! Spader uses proven systems to place this department and its unique challenges – and opportunities – into proper context to help clarify and simplify the way you manage it.

  • How to maximize profits in your service department by mastering and balancing three key components: Collect-able™ Efficiency, labor rates and expenses
  • How to structure your service department and gain confidence to properly grow or shrink using proven organizational structures that clearly define roles and responsibilities
  • A technician pay plan that ties compensation to department efficiency and profitability
  • How to increase profits by understanding the difference between productivity and Collect-able™ Efficiency and how to measure and manage both
  • How to make the most effective use of technicians’ time for deliveries, repairs and emergencies with a streamlined scheduling system
  • How to sell more service, increase profits, and improve customer satisfaction by better estimating jobs, quoting them, and meeting customer expectations.
  • Prioritize service work and maximize technician efficiency using an adaptable scheduling system

Click the Agenda link at the top of this page to learn more about the course content.

LIVE-ONLINE MATERIALS SHIPPING: All participant materials will be shipped to the address provided upon registration at no additional cost if registration is received at least 12 calendar days prior to the beginning of Session 1. Clients who register fewer than 12 days prior to the first day of training will be charged up to $95 additional per participant for expedited materials shipping; surcharge varies depending on timeframe and client location in U.S. or Canada, typically $30 to $50 per participant.

Service Management or Service Writing? View Greg’s webinar:


This fast-paced, highly-interactive workshop is delivered over four days via multiple live-online Zoom sessions with several breaks per day.

Here is a closer look at the program.

Please watch for your confirmation email and refer to the Live-Online learning path for more details on the pre-work.

Profit Planning: Build a service department profit plan and set monthly goals

  • One Dollar Empowerment® – the scorecard managers and employees can understand
  • Collect-able™ Efficiency: Collect-able versus non-Collect-able hours
  • Departmental expense ratio guidelines
  • Variable pricing for service
  • A system that quickly determines the correct labor rate for your serivce department
  • 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 Control Center
  • The service appointment process, and the key dos and don’ts
  • How to plan for and schedule sales department deliveries
  • Daily service scheduling system

Information Flow: Concrete processes and flowcharts for executing the concepts you learn, whether your systems are computerized or manual

  • Repair orders
  • Daily time tickets
  • Productivity reports
  • Special order parts
  • Warranty claims register
  • Delivery Request Packet (for sales department units)
  • Sublet administration

People: The dynamics of the four styles

  • Profile your own personal style and have a booklet to reference when working with others
  • Recognize the four styles and work more effectively with each of them
  • Harness the power of non-verbal communication
  • Provide stellar customer service
  • Clarify the roles and responsibilities of the service writer, shop foreman, and service manager
  • Recognize the “real” competitors

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


Each session:  10:00 a.m. to 4:00 p.m. (Central)

Be sure to download Zoom and participate in a test session in advance. Please login at least 5 minutes before the beginning of each session.


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.

Session Times:

  • Monday through Thursday: Live-online sessions with multiple breaks and approximately 30- to 45-minutes for lunch.
  • Central Time:  10:00 a.m. to 4:00 p.m. approximately.
  • Homework:  Plan to spend approximately 30 to 45 minutes each day completing self-paced application activities.
  • Please participate in a Zoom connection test session, and also plan to login 5-10 minutes early each day.

 How much does this workshop cost?

First attendee:  $2,395

Second attendee from same company within one year:  $2,295

Third and additional attendees:  $2,195 each

This workshop may be available on demand or may not be currently scheduled.  Contact us at 800-772-3377 to discuss scheduling for your organization or team.