Upcoming Sessions
Customer Experience Mastery for SALES
Empower your team with a proven, client-centric process used at Peterman Brothers to boost conversions, build trust, and drive consistent success.
ACHIEVE PROVEN RESULTS
- Higher Conversion Rates: Turn leads into loyal clients with a psychology-driven
- approach.
- Increased Average Tickets: Use our resources to develop a standardized way of running a service call throughout the company.
- Effective Objection Handling: Transform “impossible” objections into trust-building moments.
- Trust-Base Relationships: Position yourself as the advisor clients return to.
- Create Urgency: Drive immediate action by tapping into client motivators.
- Consistent Sales Success: Repeatable, science-backed strategies for sustainable growth.
Customer Experience Mastery for SERVICE
65% Increase in Average Ticket
39% Increase in Conversion Rate
32% Increase in Turnovers
- Connect with Confidence: Equip your service team with proven connection strategies to earn trust quickly and genuinely.
- Complete Every Call with Purpose: Learn to deliver full diagnoses, build science-backed options, and present them in ways that engage — not confuse.
- Handle Objections Like a Pro: Empower your team to turn friction into clarity and confidently guide customers to the right decision.
- Close Without Pressure: Give techs the language to confidently close calls while keeping the customer experience front and center.
- Spot and Seize Replacement Opportunities: Train your team to identify when service leads to replacement — and how to make that a win-win for the homeowner.
- Set Yourself Apart: Deliver a service experience so consistent and professional it becomes your company’s competitive advantage.
Join the training that’s transformed results at Peterman Brothers — and elevate your service team to a new standard of excellence.
Customer Experience Mastery for MAINTENANCE
112% Increase in Average Ticket
61% Increase in Conversion Rate
144% Increase in Turnovers
- Go Beyond the Basics: Redefine what maintenance means — from a tune-up to a value-packed, relationship-building service call.
- Create Curiosity & Opportunity: Teach techs to spot opportunities for upgrades and proactively plant seeds for replacement — even when the system is working fine.
- Turn Inspections into Education: Learn how to guide customers through system health with clear, compelling language and high-impact options.
- Present Like a Pro: Deliver high-value upgrade presentations that spark interest, eliminate confusion, and anticipate objections.
- Drive Growth from the Bottom Up: Train your maintenance team to generate leads, increase membership value, and contribute meaningfully to revenue — all from a “routine” visit.
Unlock the hidden potential of your maintenance team and help them become trusted advisors in every home.
Customer Experience Mastery for INSTALL
20+ 5-Star Reviews per Month from Install Crews
Lower Recall Rates on New Installs (-3%)
- First-Class Final Impressions: Make every install feel like white-glove service — because your install team is often the last in the home.
- Anticipate & Adapt: Train your crew to prepare for setbacks, communicate delays, and provide consistent customer updates.
- Set the Tone: From arrival to walkthrough, teach installers to carry themselves with professionalism that reflects your brand’s excellence.
- Own the Experience: Instruct teams on how to conduct clear final walkthroughs, explain new systems, and ensure every customer feels confident and cared for.
- Ask for & Earn Raving Reviews: Empower install crews to close the loop with pride — and consistently collect reviews that grow your business organically.
- Elevate Your Brand: Position your company as the premium choice through flawless installs and unforgettable service delivery.
Help your install team become your greatest brand ambassadors — and raise the bar on every job they complete
Customer Experience Mastery for CSR’s
This fast-paced, interactive class is designed to transform how your Customer Service Representatives show up on the phones. From mastering phone etiquette to handling objections and making genuine connections, we teach CSRs how to become the voice of the brand and the guide for every customer’s journey. Perfect for new reps or anyone needing a reset on the fundamentals that drive conversions and customer satisfaction.
- Maximize Every Call: CSRs will learn to guide customers through the journey with confidence, increasing booked appointments.
- Build Brand Trust at First Contact: Reps learn to present your business as premium and professional from the very first “hello,” creating trust.
- Empower Staff with Solutions, Not Excuses: Training emphasizes proactive, action driven communication that reduces escalations, results in first call resolutions and improves customer satisfaction scores.
- Drive Consistency Through Scripting: CSRs will practice proven scripts for service, estimates, escalations, and quality control—so your customers hear the same high-quality message every time.
- Increase Membership Sales and Upsells: With objection-handling practice and value framing, your CSRs will be equipped to promote memberships, so your customers are committed before we ever go out to their home.
- Enhance Empathy Without Sacrificing Efficiency: Reps learn how to make real human connections while staying on track and getting to resolution quickly.
Develop Future Leaders at the Front Line: Instills a deeper understanding of the customer journey and your company’s mission—creating buy-in and pride at the CSR level.
Customer Experience Mastery for DISPATCH
- Recover Up to 30% of Lost Calls: Empower your dispatch team to become customer experience champions — influencing outcomes, driving revenue, and making every connection count.
- Be the Tech’s Secret Weapon: Learn how to support your technicians in the field through dispatching, live updates, and real-time accountability.
- Hold the Standard High: Discover how to reinforce your company’s customer experience expectations — and make sure every call is set up for success.
- Prioritize Like a Pro: Train your team to assign high-priority calls strategically and get the right tech to the right job, every time.
- Master the Dispatch Debrief: Implement a post-call process that provides insight, accountability, and coaching opportunities across the board.
- Anticipate Needs, Save the Call: Learn the “save the call” process that allows dispatchers to recover missed opportunities and retain customers — often capturing up to 30% of calls that would’ve been lost.
- Bridge the Gap Between Operations and Customer Loyalty: Dispatchers aren’t just scheduling — they’re shaping the client’s experience. This training shows them how to do it with purpose.
Growth Leadership Mastery – Manager
Lead with Influence, Not Just OversightBuild Teams That Thrive, Perform, and Deliver Consistently
- Connect with Your Team on a New Level: Master the art of real leadership by building trust, fostering respect, and creating alignment through meaningful connection.
- Establish — or Reset — Department Values: Learn how to cast a compelling vision, reset expectations, and unify your team around shared standards and behaviors.
- Understand Development Levels: Identify where each team member is in their growth journey — and adjust your coaching style to meet them where they are.
- Manage Time for Maximum Return: Apply practical strategies to protect your time, prioritize your influence, andcreate daily impact without burnout.
- Coach with Purpose and Precision: From ride-alongs to one-on-ones, learn to lead through observation, feedback, and reinforcement that moves the needle.
When frontline leaders get better, everything gets better. This training empowers managers to become culture builders, performance drivers, and trusted guides for their teams.
Growth Leadership Mastery – Manager
Dedicated Field Support that Delivers Results
Turn Coaching into an Engine for Consistent Execution
- Redefine Call-by-Call Coaching: Learn the right way to implement DFS — not just as a checklist, but as a strategic system to grow techs through real-time feedback and field development.
- Build Trust and Create Buy-In: Use your influence to shape attitudes and behaviors through connection, clarity, and accountability.
Coach to the Moment, Not Just the Metric: Whether it’s a missed step, unclear communication, or opportunity lost — know how to intervene effectively and with purpose.
Bridge the Gap Between Learning and Doing: Become the bridge between training and field performance — reinforcing communication, process, and presentation on every call.
- Own the Save-the-Call Mindset: Train coaches to intervene effectively when calls derail – boosting recovery rates, protecting revenue and salvaging relationships.
- Be the Standard for Process Execution: Your DFS team is the frontline of accountability. Give them the skills to lead with confidence, compassion, and consistency.
The DFS role is more than support — it’s strategic leadership in the field. This training equips coaches to own that role with confidence and deliver results.
Training Location
Peterman Brothers Operations Building
656 S. Graham Rd.,
Greenwood, IN 46143
Local Hotel Options
Hilton Garden Inn
5255 Noggle Way,
Indianapolis, IN 46237
Residence Inn by Marriott
5250 Noggle Way,
Indianapolis, IN 46237