Service Excellence's PRESS PLAY Platform Aligns Home Service Teams for Consistent Customer Experience

Service Excellence is reinforcing its flagship learning platform, PRESS PLAY, for home service companies through a recent training visit with The Gentlemen Pros in Calgary, Canada. The workshop, held on May 23-24, brought together 25 team members from plumbing, electrical, HVAC, and management to demonstrate how PRESS PLAY helps contractors align sales, service, technician communication, customer experience, company culture, and manager reinforcement. The platform is designed to address a common problem in contractor training: what happens after the training event ends. Many companies see a burst of energy for a few days, then old habits return. PRESS PLAY structures training to teach, coach, inspect, and reinforce behaviors affecting customer trust, revenue, culture, and brand reputation.

Led by Service Excellence founder and CEO Todd Liles, the workshop focused on PRESS PLAY FOR TECHNICIANS, providing The Gentlemen Pros a structured approach to train new team members and equip managers to reinforce training post-session. The goal was to build a more consistent customer experience from the first sales conversation through the completed service call. Liles emphasized that for a contractor, customer experience happens one conversation at a time, regardless of company size. PRESS PLAY stays focused on how people communicate, build trust, and serve customers in the home. The Gentlemen Pros, with locations in Calgary, Edmonton, and Red Deer, has a long-term training relationship with Service Excellence. CEO Brham Trim noted that as the company grew and brought new leaders, it became important to ensure everyone aligned around the same customer-first philosophy.

Service Excellence implemented a six-week reinforcement sprint in the engagement, aiding managers in coaching and supporting post-training behaviors. The structure includes short weekly sessions, direct manager follow-up, and practical field assignments. According to Trim, PRESS PLAY is not focused on selling more but on serving better, giving the team a common language and consistent approach to serving customers. For home service companies, PRESS PLAY connects sales training, technician training, service communication, leadership coaching, customer experience training, culture development, and brand reputation inside one learning platform. The visit to Canada also reflects Service Excellence's broader international reach, as Liles has trained contractors in countries including Australia. For contractors, trust in the brand is a critical growth asset, and PRESS PLAY helps make trust easier to teach, coach, and reinforce in the field.