Service Excellence, a business coaching and training company based in Buda, Texas, recently completed another successful PRESS PLAY live training event, marking 14 years of providing practical training for plumbing, HVAC, electrical, and other home service businesses. The event, held last month, focuses on helping technicians, salespeople, managers, and teams improve communication, customer service, and decision-making skills during service calls and sales appointments.
PRESS PLAY is designed as an interactive, working room where attendees practice real conversations, handle objections, and navigate customer interactions they face daily. According to Todd Liles, CEO of Service Excellence, the training emphasizes behavior change over passive information. “This is not training people sit through and forget. This is a live event where technicians and salespeople practice the words, the mindset, and the process that help them serve customers better,” Liles said.
The program also allows entire companies to train together, aligning technicians, salespeople, customer service representatives, dispatchers, managers, and leaders around a shared process and language. This approach aims to elevate the customer experience across the organization. For 14 years, PRESS PLAY has focused on improving key moments during service interactions, including listening, asking better questions, identifying real needs, explaining options clearly, and helping homeowners make confident decisions without pressure.
“Homeowners do not want pressure. They want clarity. They want respect. They want a professional who knows the work and knows how to communicate. PRESS PLAY teaches teams how to create that kind of experience on every call,” Liles added.
Testimonials from attendees highlight the program's impact. Kendall Cooper, owner of Bowers Plumbing, said, “In one word, 'Excellent.' They always bring good training and content. I have been working with SE for about 5 years now, and my business has substantially leveled up due to the entire Service Excellence team.” Andrew Plamann of Steve’s Plumbing commented, “Todd at Service Excellence is the real deal. My coworker and I got the genuine feeling that he wanted us to succeed and did everything he could to demonstrate that.”
The completion of this event underscores the ongoing demand for practical, live training in the residential service trades. Service Excellence continues to partner with home service business owners seeking stronger teams, better communication, more consistent sales, and healthy growth. “For 14 years, we have watched people change their careers through this training. Better training creates better service. Better service creates better companies. Better companies create better lives for the people inside them,” Liles said.
Service Excellence, based in Buda, Texas, offers coaching, training, and live events to help residential home service businesses improve leadership, sales, service, communication, operations, profitability, and customer experience. For more information, visit servextra.com.
