Certified Contractors Network

March 18, 2010

to

March 20, 2010

Blue Collar Management Boot Camp is designed for production managers, foremen, and office managers who want to learn more effective and cohesive production management processes; as well as company owners who want to improve the quantity and quality of work performed. Attendees will learn to establish performance standards and skills to increase their level of accountability, minimizing the day to day involvement of the business owner.

Key areas of training are:

• Understanding the roles of the Sales, Production and Administration teams.
• Hiring and recruiting production personnel
• Paperwork Process for effective customer management.
• Schedule Management
• Quality Control – Total Quality Meeting
• Production Goal Setting and Performance Management
• Customer communication
• Dispute resolution
• Additional Work Orders

Participates will leave the course with the necessary tools to create the ultimate customer experience, reduce customer complaints, minimize free work, and increase cash flow. It’s the sales department’s responsibility to get the truck in the driveway, its production’s responsibility to make the customer happy and deliver “100% customer satisfaction”.

What can you expect to gain from Blue Collar Management Boot Camp
In most companies, productions goal is “We’re working as hard as we can”

1. You’ll stop doing work for free
   How much money do you lose because the crew doesn’t know how to say NO when the customer ask for those little “extras” that are not included in the contract? At Blue Collar Management Boot Camp, your production managers and / or project managers will learn proven word tracks to turn these profit leaks into profitable Additional Work orders
2. A process to resolve customer complaints without giving away your profits.
   Complaints are not always bad and during this boot camp you’ll learn how to turn those lemons into lemonade. Incorporating the value of 100% Client Satisfaction doesn’t mean that you “fix” everything for free and it doesn’t necessarily mean that the complaint is due to contractor negligence. In this boot camp, you’ll find out how to easily resolve most customer complaints through the CCN 10 Step Dispute Resolution Process.
3. A process to help set the customer’s expectations before the job starts
   Many customer complaints result from unrealized expectations because they have essentially bought a concept rather than a tangible item. The best way to prevent complaints from occurring is to set the expectations up front. During Blue Collar Management Boot Camp, you’ll learn how to conduct a pre-construction meeting that will not only set you apart from the competition but reduce complaints following job completion.
4. A process to continually improve job quality
   The goal of every contractor should be to achieve 100% Customer Satisfaction by delivering an ultimate customer experience. This requires the dedication of the entire company to continuous improvement to find out what is being done right and what is wrong on each job. During this boot camp, you’ll learn a process to inspect what you expect, resulting in happy customers and profitable jobs.