Head Coach & Trainer
Certifications & Accolades
- Acuity Institute - Change Management Professional
Before joining BDR as a head coach in 2019, Ronda had a stellar management career in the HVAC industry for over a decade.
Ronda Chaney started her business management career in 2000, moving into the HVAC industry in 2009. Recognizing her intelligence, leadership, management, and people skills, her employer formed a leadership team three years into her career, a crucial step in an intentional grooming strategy for Ronda.
Ronda earned her career advancement through several tactical and strategic positions spanning administrative, sales, customer service, and departmental and division-level management roles. She was promoted twice and held three essential leadership and management roles, concluding with residential division manager (RDM). Along the way, Ronda brought team members together to solve challenges, driving team-based success.
As an RDM, Ronda had full P&L responsibility for a staff of 32 spanning HVAC, Plumbing, and Electrical. She was instrumental in leading the residential service department to be a cash cow, representing 36% of total residential revenue yet producing 50% of total residential division profitability. Ronda created a culture of success through staff inclusion in management decisions and accountability reports on crucial business metrics against department budgets. She introduced a cultural initiative that met quarterly with the field teams to provide valuable feedback to the owner. The trust built between the field and office identified significant opportunities for improvement and efficiency. It led to the development of two task forces responsible for specific tools and resources to ensure field personnel could be successful in their roles. She aligned the marketing and advertising initiatives with the company brand, which resulted in a unified brand message with successful interdepartmental lead generation campaigns feeding all departments, driving referral-based sales and customer loyalty. Over the last two years, Ronda grew her division’s revenue by 47% and increased net profit by 106%.
One of the toughest management challenges and roles was influencing people to implement change. As a client relations manager, Ronda was instrumental in conceptualizing, branding, and facilitating a highly successful, company-wide Client Experience program. She completed an exhaustive top-down customer-care delivery analysis which formed the basis for her program. Ronda implemented comprehensive interdepartmental workflow processes that standardized and dramatically improved customer care delivery across three business categories. This program made client service consistent and transparent with dashboard disclosure, resulting in complete accountability tracing. The Client Experience initiative resulted in a substantial rise in customer trust, loyalty, and referrals, coupled with a corresponding increase in employee morale. The key takeaway was that the departmental managers and employees did not report directly to Ronda. This role was a “dotted-line” responsibility-without-authority influencer role, which paved the way for substantial multi-year division growth and increased profitability through 2019 and beyond.
Ronda has been through a lot of training over the years in human psychology, leadership, and counseling skills. She stated that her team was the reason for her success throughout her management career. She says that her mission, which far precedes her HVAC career, was and continues to be to “have a positive impact on people.” She interlaced her people skills and mission to help her team develop and grow, crediting their success as a direct driver of her success.
Now a head coach & trainer, Ronda’s beliefs steer her management approach, leading to effective leadership. This invaluable skill will serve her clients well as she is a gifted motivator who practices her vision daily to help people win in business and life.