Synergy members gathered at the Kimpton Harper Hotel in Fort Worth on January 26-29 for the 2025 Service Operations Forum, focusing on leadership, communication, and operational improvements. Through expert insights, peer discussions, and hands-on exercises, members walked away with practical strategies to strengthen their teams.
Building a Culture of Feedback and Performance
Day one kicked off with guest speaker Sandra Larkin from Dale Carnegie, who led a workshop on fostering a strong feedback culture. She introduced the concept of discretionary effort—the extra commitment employees give beyond their job requirements—and discussed the challenge of the Eight and Escape mentality.
Sandra highlighted that trust is essential in shifting away from the this mentality, breaking it down into four key factors: actions, body language, words, and tone. She explained the difference between feedback and coaching, emphasizing that coaching isn’t just about correcting mistakes—it’s about asking the right questions, ensuring understanding, and developing employees in a way that builds confidence and engagement. When leaders take the time to coach effectively, team members feel more supported and valued, increasing their willingness to go beyond the minimum effort. The session wrapped up with a discussion on time management and prioritization, reinforcing how intentional leadership can create a culture where employees are motivated to give their best.
Jacob Waters (North Mechanical Services) summed up the impact of the session, saying, “Sandra did a great job. The discussions helped me better understand my team’s needs and how to handle them going forward.”
Team Leader Panel and Partner Fair
On day two, members participated in a panel discussion on the team leader role, featuring:
- Paul Dugan from LMS
- Nick Cline and Gavin Rogers from Vital Mechanical Service
- Keith Reissfelder from Cox Engineering
- Ryan Coco from Storer Services
The panel shared how their companies structure the team leader position, the challenges they’ve faced, and the strategies that have made the biggest impact in supporting field teams.
Marshall Andrews (Oklahoma Chiller) reflected on the discussion, saying, “We have had a team leader program for several years now. It’s good to hear the different ways people are utilizing them.”
That afternoon, members connected with Synergy’s valued partners at the 2025 Partner Fair, featuring:
- National Compressor Exchange
- Nationwide Coils
- Kojo
- Milwaukee Tool
- XOi
- Emkay Fleet Management
- DST
- ChillPro
- nClarity
The event gave members the opportunity to explore new tools, technologies, and services designed to improve efficiency and operations.
Refining Processes and Setting Goals
The final day focused on service process improvements and planning for the year ahead. Clint Gleason (Storer Services) shared insights on their service call appointment status process, sparking discussions about optimizing workflows and tackling common challenges.
To close out the event, each company shared their 2025 Initiative—the key focus area they plan to improve this year. These discussions set the stage for continued collaboration and growth across the Synergy network.
The 2025 Service Operations Forum wrapped up with members heading home with fresh ideas, new connections, and a renewed focus on strengthening service operations.
