The 2026 Service Operations Forum brought Synergy members together in San Antonio for four days of peer-led learning, practical discussion, and relationship building focused on service operations for HVAC and plumbing teams.
The forum kicked off with a welcome reception on January 18, followed by three full days of working sessions on January 19, 20, and 21. This year, 79 attendees from 35 Synergy member companies participated in the forum. It also marked the first year we introduced separate HVAC and plumbing breakout sessions, allowing members to explore service operations from different perspectives while still learning together as a group. “The best part was talking with other contractors on very similar issues even though we’re thousands of miles apart,” said Ryan Tapley (ABM Mechanical).
Day One: Leadership, People Challenges, and Choosing the Right Tool
Day one focused on leadership and the people challenges that come with growing service organizations. Members began in small groups discussing the leadership issues taking up the most energy in their roles. Through hands-on exercises, teams visualized challenges related to communication, prioritization, team development, and feeling pulled in multiple directions.
The morning continued with the Leadership Fit Lab: Choosing the Right Leadership Tool for the Moment, led by HR Coach’s Wyetta Ford. The session emphasized practical leadership decision-making and the idea that leadership must flex based on skill, confidence, and commitment. Members explored how using the wrong leadership approach, even with good intentions, can create frustration and stall growth.
Through discussion and exercises, attendees reflected on how leadership shows up daily for employees and how clarity, trust, and support drive better outcomes.
Day Two: HVAC and Plumbing Breakouts, Metrics, and Technology
Day two introduced the new HVAC and plumbing breakout sessions, a change that gave members more focused conversations while staying rooted in shared service operations challenges.
The HVAC breakout, facilitated by Jim Bartolotta (Synergy), centered on key metrics, KPIs, preventative maintenance execution, and field quoting. Members discussed how they track performance, what data actually drives behavior, and how to use metrics as coaching tools rather than scorecards. Peer sharing highlighted dashboards, PM efficiency, and accountability systems that help teams stay aligned without losing sight of customer service.
The plumbing breakout, co-facilitated by Randy Greer (W.L. Gary) and Billy Miles (ISS Mechanical), focused on how plumbing fits into service organizations in different ways. Members shared insights on plumbing PMs, specialty services, recruiting plumbers, managing urgency, and identifying profitable entry points for growth. The open exchange of ideas reinforced the value of learning from peers who are navigating similar challenges.
“The best part for me was the opportunity to sit in the room of plumbing experts and earn an outside view of how things are done,” said John Kotek (LMS). “I got back to town and people asked me how it was, and my answer was that I couldn’t have learned what I learned at Synergy anywhere else!”
Later in the day, Scott Adams (Service Operations Institute) led a Tools and Technology session that looked ahead at how service organizations can prepare for the next decade. Topics included unified service platforms, AI as a multiplier rather than a replacement, the importance of clean data, and how asset intelligence and capital planning are becoming core to service strategy.
The day wrapped up with the Partner Fair, giving members time to connect directly with Synergy partners and continue conversations around tools, technology, and support that align with real operational needs.
Day Three: Recruiting, Training, Retention, and Communication
The final day focused on building strong, sustainable teams through recruiting, training, retention, and clear communication.
In the HVAC breakout, members discussed recruiting strategies that rely on consistency, culture, and referrals rather than quick fixes. Conversations highlighted apprentices as a long-term pipeline, the importance of incentives, school partnerships, and dedicating real time each week to recruiting efforts. Training and development discussions emphasized benchmarks, dedicated training roles, and ensuring technicians are seeing in the field what they are learning in the classroom.
The plumbing breakout explored recruiting service plumbers, managing burnout, and structuring training beyond the basics. Members shared approaches for monitoring hours, creating fatigue policies, and using PM agreements to stabilize workloads and improve retention.
Later, members came together for Mind Mingle small-group discussions focused on shared challenges such as growth outpacing people and structure, technology adoption, accountability, and service expansion. These conversations reinforced how valuable it is to hear what peers are trying, refining, and improving.
“It was a well organized event,” said Megan Chapa (Raven Mechanical). “A lot of important topics that were discussed and great to hear from our peers what works for them and what challenges they face.”
Closing the Loop with Action Plans
As with every Synergy forum, the final step was action planning. Each attendee completed an action plan, identifying one specific thing they committed to implementing when they returned home. These plans help turn discussion into action and keep momentum going long after the forum ends.
The 2026 Service Operations Forum reinforced what makes Synergy unique: honest peer sharing, practical takeaways, and relationships built through shared experience. With the addition of HVAC and plumbing breakouts, members left with deeper insights, new perspectives, and clear next steps to bring back to their teams.
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If you’re a mechanical contractor looking for a peer group that brings real value, real sharing, and real relationships, learn more about becoming a Synergy member.
