Upcoming Workshop Date and Location: To be announced Member Tuition: $495**
Non-member Tuition: $925 (Includes a one-year BTA dealer membership.)
**BTA members may apply their $150 or $250 educational discount received with their membership toward this workshop. Redeem your discount when registering by entering promo code: $150Discount or $250Discount.
Successful BTA dealers use their service departments to maintain profit margins as new equipment sales margins decline. FIX, BTA's popular service workshop, teaches attendees how to compute the cost of the service labor hour (service burden rate) and improve your overall service department profitability.
Workshop instructors Ronelle Ingram and Rock Janecek will cover first-call completion and proven management and customer service programs to improve morale within a service department. Those struggling with MPS and IT issues can learn new management skills to help transition their staffs to the realities of solutions-based servicing. This is a highly interactive, energetic classroom experience.
Attendees Will Learn:
How to determine the actual cost of a service hour; items to consider with costing MPS, CPC, document management, etc.; and vehicle operations
The importance of first-call completion
How to generate 50-percent-plus service department profitability
How to establish profitable "markup-method" pricing for prepaid field service, solution-based servicing and overtime
How to compute cost-per-click for equipment usage
How to implement new service compensation programs
How to manage staff operations with profit-making opportunities, improved teamwork and a proven customer-relations program
How to maintain a winning service team by creating competitive compensation plans
Attendees Will Take Home:
Excel software that will enable them to calculate their own cost of the service hour (service burden rate)
Workshop manual for reference
Sample prepaid service agreements
Service department worksheets and action plan templates
Cost/price spreadsheet templates (Excel) with formulas
Who Should Attend:
Owners, service managers, service supervisors, controllers, sales managers, dispatch/office managers
Aug. 5: 1 to 5 p.m.
Aug. 6: 9 a.m. to 1 p.m.
To be announced
Ingram is a hands-on working service professional from Irvine, California, with 40 years in the industry. She has served BTA for many years in many capacities: As an instructor at BTA-sponsored classes and trade shows, BTA's 2008-09 national president, former BTA West president, former BTA Southern California president, BTA Volunteer of the Year and BTA Trainer of the Year. Ingram currently serves on the ITEX Advisory Counsel and writes a monthly service management column in ENX Magazine.
Janecek is the division service manager for Burtronics Business Systems Inc., located in San Bernardino, California. He has been in the office technology industry since 1980, when he started his career as a technician for Saxon Business Products. Janecek, who holds multiple CompTIA certifications, is a working service manager who understands the daily trials and tribulations of leading a profitable service department. He focuses on machine-specific repair, networking, employee management, customer retention and the importance of first-call completion. He served as BTA's national president during the 2010-11 year.
"This was a very insightful and thought-provoking presentation. It presented many new ideas for cost management and revenue building. Excellent job by both instructors."
Rich Weaver Laser One Inc. Nashville, Tennessee
"Learning from Ronelle was quintessential. Gleaning information from others present was key, thanks to real-world examples and situations."
David Shire Frontier Business Products Aurora, Colorado
"The FIX seminar was absolutely outstanding. Ronelle Ingram is a fantastic instructor. She combines a dynamic personality with exceptional experience, both as a service manager and as a FIX instructor. There wasn't a question that we had that she had not heard and dealt with before. When we broke into groups and presented our solutions to test problems, she was able to assist us in expanding our grasp of the problem itself and of the possible solutions to it. I cannot think of a single thing more that I could ask of an instructor than what Ronelle provided us."
Kurt Hendrix Hendrix Business Systems Matthews, North Carolina
"FIX was absolutely awesome for us to learn the cost of things that we didn't even take into account as business owners. It has made us really think about the back end of it. It's not just labor costs — it's everything in between."
Cathy Dimon Northern Business Systems Fairbanks, Alaska
"I enjoyed the course. Ronelle was very enthusiastic. It helped me to fully understand the costing of service, loaners and drivers, and it gives me the knowledge to drive those costs lower."
Jim Smith Business Electronics Corp. Birmingham, Alabama
"I was amazed at what I found out about the actual cost of a rental and the actual cost of the tech hour. I found the information to be priceless. Also, it was beneficial to hear other ideas regarding ways to increase profit and 'sell service' to the sales department."
Debbie Howes Digital Business Machines Nashville, Tennessee
"Great course. Any service manager should attend."
Stuart Richardson Automated Imaging Systems Inc. Monroe, Louisiana