At the 2026 Service Operations Forum in San Antonio, the conversations centered on how service teams are evolving. Members spent time digging into real challenges around leadership, KPIs, preventative maintenance, service expansion, and how to better connect field teams to long-term growth.
As always, the forum wrapped with action plans, with each attendee committing to one thing they would take back and put into practice. We followed up to see what actually happened.
Tim Imes (CSE):
One of the big themes at the forum was how companies are expanding and structuring their plumbing operations alongside HVAC, especially when it comes to leveraging existing PM relationships.
Tim left with a focus on growing their plumbing division and putting better structure in place for development. Since the forum, his team has started implementing new processes and cross training, including having plumbers walk through HVAC PM sites to look for additional opportunities. It is still early, but the team is already seeing how small changes like this can create more visibility and lead to future growth.
Ray Ferrington (Dee Cramer):
Leadership and accountability came up often throughout the forum, especially around how frontline leaders influence the success of their teams.
Ray focused on his field team leaders and what it really means to lead in that role. He started by meeting with them individually to understand how they view their responsibilities, and is now working toward aligning the group around clear expectations. The next step is putting structure behind that, with coaching, mentoring, and measurable goals to support the role. It is still in progress, but the groundwork is in place.
Giovanni Vazquez (Raven Mechanical)
Technology and tools were a major focus, particularly around how platforms, data, and field communication can support better service execution.
Giovanni left the forum planning to bring more technology into the business. After meeting with leadership, his team implemented Synergy Partner XOi, and early results have already made an impact on how their team operates in the field.
Tyler Lambert (HMC):
During the Day One session with Wyetta Ford, members talked about the idea that leaders need to adjust how they support their teams based on skill, confidence, and experience.
Tyler has started applying that approach with his field team, being more intentional about when to step in with direction and when to step back and let someone take ownership. That shift is already improving engagement and helping his team build confidence.
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If you are leading service operations for a commercial HVAC or plumbing company and want to be part of these kinds of conversations, that is exactly what Synergy is built for. Reach out to learn more about how our peer groups and forums work.
