Service Coach & Trainer
Catherine has 21-years of HVAC experience, with 19-years focused on Service Operations & Sales. Hired as a temporary summer-season employee for a $700,000 business, where everyone-does-everything, Catherine worked directly with the owner to grow his company into an award-winning, process-driven, customer-focused business doing north of $4 million in revenues. She has held numerous positions over the years: Dispatcher, Commercial Maintenance Sales Rep., Service Manager, Marketing Director, Sales Manager, and was promoted to General Manager at the beginning of 2013, prior to pursuing her dream to coach others as a BDR Service Coach. While Service is her passion, Catherine has proven total-company operations knowledge and she has proven her ability to manage, coach and inspire.
In her capacity as Service Dispatcher and Service Manager, Catherine generated many achievements, including: Increased Service Tech efficiency through dispatching skills and techniques; Installed BDR’s 8-for-10 Performance Program which is designed to track and drive Service Tech efficiency; Installed and refined an Accessory Sales Program, which increased service profit by a minimum of 25%; Increased pricing as growth allowed service-delivery to improve; Maintained a minimum-average-annual 6.4 billable-hours per day (or higher) service technician efficiency rating; and consistently met budget for the Service Department. These accomplishments, among others, enabled Catherine to reduce Service Tech headcount by 25%, while increasing call-counts and revenue generated. Finally, she built the Preventive-Maintenance contract base from less than 100 contracts to over 1000 contracts. Her effective leadership skills were reflected in a stable staff with high morale.
Catherine worked directly with the owner on strategy, planning & budgeting, HR and Marketing. As such, she built her company’s business plan with the owner at BDR’s Profit Launch (plan building workshop) for 7 straight years (2008 – 2014). She has also been coached in BDR’s Profit Coach or Service Coach Program for the better part of 12-years. She has attended several BDR business management training classes, including: Service Dispatch University; Growing a Profitable Service Division; Commercial (Service) Maintenance Sales, and others. As such, Catherine understands business planning, job-costing, financial reporting and HVAC-specific performance metrics. She manages by the numbers and knows how to structure incentive plans that benefit the company and employee alike, while protecting the company. Catherine led marketing and PR and was the local spokesperson for her company. Her PR efforts drove business:
- She was a “Training Member” of the Louisiana Heat Pump Association in 2014-2015, where she developed and conducted member training classes on dispatching, customer service and marketing strategies. Because of her contributions and leadership, she was selected to be an award-presenter at the annual banquet.
- She was featured in HVACR/Hydronics Distribution Business magazine as one of the top women in HVACR in April, 2015.
- Her employer hired and trained a true rarity – a female service technician – who is NATE certified and a top employee performer. Catherine leveraged this into national press coverage and local press coverage in Year 2014 & 2015, driving positive press and community awareness for her employer.
- Her marketing strategy and execution resulted in driving an average of 107 new customers per month for year 2014 & YTD 2015.
Outside of the HVAC industry, Catherine is a “group fitness instructor”, where she teaches kickboxing, spinning, PIYO and other physical conditioning classes. Her experience in the fitness industry provides highly transferrable skills in leadership, motivation and empowerment. Her coaching style inspires people to believe and succeed.
Catherine has been married 29 years, raised 2 boys, and is a happy grandmother of 3…so far. She loves exercise, family time, spa time, girlfriend trips, camping, swimming and “adventures”.