Service managers, directors, and operations leaders at dealers across the country — in their own words.
The people below lead service and operations at copier and print dealers nationwide. Each went through the Service Success or Advanced Service Management training and sat down to share what changed for them, their technicians, and their companies. Click any video to play it.
“That course really blew me out of the water. The impact on Richie was huge — and on our whole dealership.”
Debra DennisVice President of Operations, CopyPro, Inc.
“Through the class I started implementing the processes we talked about — and just before graduation they asked me to take over service for the entire company. That's been a game changer for my career.”
Shawn SkinnerService Manager, Document Solutions, Inc.
“I'm a 25-year Army veteran hired as a service manager. I jumped on every course you offered — I want to be the best service manager I can be.”
Jeremiah SheppardGM of Technical Services, Dove Print Solutions
“A great program — a great mix of how to be a leader, how to mentor, coach, and train, plus the metrics for measuring what matters and coaching to them.”
Jeff BrunsDirector of Operations, Liberty Business Systems
“I thought it went very well — it was very, very well structured, and I got so much out of it.”
Richie CreechDirector of Service, CopyPro, Inc. — Service Success
“Very thought-provoking. The exercise on the true cost of hiring was incredibly enlightening — I shared it with the other managers here.”
Richie CreechDirector of Service, CopyPro, Inc. — Advanced Course
“You're handed the keys to a new vehicle but never taught how to drive it. This class gave me the tools I needed to be successful in this position.”
Tom ScullyService Manager, Wisconsin Document Imaging
“I was really glad I took the class — I got a lot out of it. I'd come out of every session almost excited to implement what we learned that day.”
Mark RowleyService Manager, Wizix Technology Group
“I really liked it — especially the reinforcement. I've saved all the slides and keep going back through them with my technicians.”
Art CabadaService Manager, Wizix Technology Group
“I learned a lot — especially about managing people. It's easy to focus on fixing the problem and lose sight of the person; the class taught me to take the time.”
Lonnie McLernonService Administrator, Rhyme
In their words
Reviews from the Service Success class
Written feedback from managers who completed the BTA Service Success training.
The BTA Service Success Training adds another layer of operational and service-oriented focus. The in-depth approach that Ken Edmonds takes is extremely beneficial. The curriculum is centered around a practical application of proven tools. I thoroughly enjoyed drilling down into the data in order to identify both positive and negative service trends. The tools provided to analyze service-focused data were very interesting and eye opening. I enjoyed the delivery mechanism and the open discussion platform throughout the calls as well. This class allowed for service professionals with all levels of service experience to gain valuable knowledge.
Anthony LeuckelDEX Imaging · Tampa, Florida
The BTA Service Success Training class was a great educational experience for me that was long overdue. As a manager in a small company, I was never given the opportunity to take any courses that were industry specific. This course has not only helped me to look at my department and my day-to-day practices in a new way, but it also let me know the things I've been doing right. I would recommend it to new and experienced managers alike.
Les BlalockBagwell Document Solutions · Shelbyville, Tennessee
Great course, Ken. I think splitting off into groups was a big plus — I get more out of a discussion with peers than I do anything else. The content was exactly what I was looking for and the metrics you provided were very good. Metrics were the biggest reason I took this course: it's hard to compare yourself or see how well you're doing when you have nothing to compare it to. Thanks again.
Colin BaileyD L Gallivan Office Solutions · Portage, Michigan
I thought the course was definitely worthwhile and was pleasantly surprised. I typically go into these types of things not expecting much, looking to get a nugget or two. The stuff I already knew and would consider common sense at this point in my career was presented with a new perspective that made it fresh, and it was a good reminder to adjust some bad habits that have developed over time. I am relatively new to this industry, so the statistics and the reports were particularly valuable. These classes will allow me to be much more focused on the data I need to look at and pull from e-automate. I thought the reading material was good and relevant. I think there are a lot of businesses outside of the office-technology sector that should take the customer-service and leadership portions of this class.
Dan KoopmanManaged Solutions Group · Dubuque, Iowa
When I was first told to take the class, I was not sure what to expect. After just a few classes I was 100% on board. The course content covered a lot of areas. Having more details helps you fight and plan for the best outcome. It quickly became the refresher I needed to get my head back in the game. After 30 years in service, you tend to glaze over some details, but this brought new light to old things.
Steve RobinsonMC Business Solutions · Chatham, Ontario, Canada
