Course Description

Course Description Page
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Tuesday February 25, 2020 9:00 AM CST
Wedesday February 26, 2020 4:30 PM CST


Service Nation Alliance Training Facility 
750 Canyon Dr.

About the Instructor

Erica Leonor is a highly influential Customer Experience Coach and Sales Trainer at Power Selling Pros. She actually considers herself a Master Jedi Trainer because one of her many talents is using "the force" to influence others to create WOW experiences for their customers. She received a BA in Anthropology from BYU-Hawaii and has traveled around the world working with and studying different cultures and peoples. She has an extensive background in coaching and training that ranges from customer service to leadership, substance abuse treatment, and cultural awareness. She currently serves on the Board of Directors for Women in HVACR and thoroughly enjoys bringing opportunities to and creating awareness for women across the industry. She has a YouTube channel with her husband called "The Leonor Life" where they share their multicultural adventures with the world.
Jonathan Phillips is a charismatic leader and customer care developer with a remarkable and inspiring story of loss and redemption. He's an experienced teacher and presenter of a wide variety of subject matter in workplace improvement strategies and customer care expertise. Jonathan has 10 plus years of customer care experience
in building scripting and protocols for a vast array of customers. He has extensive experience in the home service industries from managing dispatch, customer satisfaction, and call taking departments. Jonathan is also a former NCAA Division 1 Soccer player and Elite Soccer Coach with a wealth of experience in motivating teams of all backgrounds to excellent results.

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Service Nation, Inc. 

February 25-26, 2020 - How to Build a Better Buying Experience

Who this class is for:
While anyone who is interested may attend, the target audience for this class is:

Business Owners, Training Professionals and Supervisors
What the class will cover:

We are empowering Owner Operators to become Owner Leaders in their organization.  So goes the leader, so goes the culture.  

Day 1: Empower Your Employee Experience
Owners and leaders will know how to take effective and lasting action to maximize employee performance and retention. Delivering new and different employee experiences in today's labor market is the only way companies will be able to retain their top talent. This training teaches you how to have those often difficult and awkward conversations with your team, how to lead them beyond any excuses and give real feedback, set goals and lasting career paths, and how to set up your office so that each
and every employee feels valued, seen, heard, respected, and appreciated.

Day 2: Capture Every Lead with WOW Customer Experiences
Owners and leaders will not only learn their role in helping their call handling team perform at a higher level, they will receive the tools, practice
sessions, accountability techniques, and communication methods to take their team to the next level. Based off of the current customer experience research and up to date practices, your team will undoubtedly book more calls, WOW more customers and make more money. Each leader will know how, when, and what to do to make each customer touch point memorable.

As a result, you will be equipped to lead your team to massive business growth.  

What you need to bring:
It's always useful for attendees to bring a laptop or tablet, as well as relevant numbers from the business to use in class.

User Cancellation Policy

Free Classes (Service Nation Alliance Members ONLY)
No fee if notified at least 10 business days prior to event.

$499 fee per registrant if notified less than 10 days prior to event, or if registrants don't attend.

Paid Classes
100% refund if notified at least 10 business days prior to event. 
No refunds if canceled less than 10 days prior to event, or if registrants do not attend.

To cancel attendance for any training event, call 877-868-5902 or send an email to with course title, start date, and registrant's names.

Service Nation Class Cancellation Policy:

On occasion, due to unforseen circumstances, or for circumstances beyond our control, a class may have to be cancelled. We will avoid these cancellations if at all possible.

One of the causes of a cancelled class may be low enrollment. If a class does not meet the minimum enrollment (can differ by class and circumstance) by two weeks prior to the start date, SNA reserves the right to cancel or reschedule the class. You can help prevent this situation by enrolling in classes early.

In the event of a cancellation, you will be notified of the cancellation, and any funds paid will be refunded.