Service Excellence, a Buda, Texas-based business coaching and training company for plumbing, HVAC, electrical, and other home service businesses, is celebrating the successful completion of another PRESS PLAY live training event, marking 14 years since the program's inception. The event, held last month, underscores the company's ongoing commitment to improving how technicians, salespeople, and managers communicate with customers and guide them through service decisions.
PRESS PLAY is an on-premise live training experience designed as a working room where attendees practice real conversations, questions, objections, and customer interactions they face in the field daily. Unlike traditional lectures, the program focuses on behavior change through active participation. Todd Liles, CEO of Service Excellence, emphasized the program's practical nature: “PRESS PLAY was built for the real world. 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.”
The training covers key aspects of customer interaction, including listening, asking better questions, identifying real needs, explaining options clearly, handling concerns, and helping homeowners make confident decisions without pressure. Liles noted, “Homeowners do not want pressure. They want clarity. They want respect. They want a professional who knows the work and knows how to communicate.”
Service Excellence also offers PRESS PLAY for entire companies, enabling teams to align around a shared process, language, and customer experience standard. Owners use the event to synchronize technicians, salespeople, CSRs, dispatchers, managers, and leaders. The company has worked with numerous home service businesses over the years, with testimonials highlighting the program's impact. Kendall Cooper, Owner of Bowers Plumbing, stated, “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 added, “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 latest event highlights continued demand for practical, live training within the residential service trades. Liles reflected on the program's longevity: “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.”
Service Excellence, based in Buda, Texas, serves residential home service businesses in plumbing, HVAC, electrical, and related trades. The company helps owners and teams improve leadership, sales, service, communication, operations, profitability, and customer experience through coaching, training, and live events. For more information, visit servextra.com.
