Many associations and companies focus only on the sales and marketing function.  That's certainly important, but only the beginning and, unfortunately, for many, often the end.  What's the value of winning new customers, if you can't consistently satisfy those new clients and build a base of recurring revenue?  The churning of one-time sales is the road to business oblivion.  SECorps Associates understand that selling is only the first step in a customer relationship.  The challenge is to retain customers by providing the level of service that customers value over time.

This is accomplished by training employees, not just in the technical aspects of their jobs, but in the other areas highly valued by customers, the so-called "Soft" issues like Reliability, Authority, Responsiveness, Empathy, and Tangibility of Performance.

This is untread ground in the HVAC service business.  SECorps understands this and knows that this knowledge, valuable as it may be, is worthless unless and until all customer-contact people understand and apply the lessons every hour of every day.

The people on the front line, both service technicians and customer service personnel are trained to view themselves more as customer advocates than just service providers.  That's a huge step for traditionally-minded service organizations.  And while the commitment to the customer may reside in the mission statement, it doesn’t happen without an on-going commitment to training and developing those that serve the customer.  SECorps trains in all of the traditional aspects of a service business but concentrates on training employees in how to care for and nurture customer relationships.