Nexstar Names Its Best of the Best, Unveils Technician Training Program

Nexstar has named Brasington Plumbing, Heating & Air , Columbia, SC, as its first “Best of the Best” Award winner. The 69-year-old company has steadily grown 12 to 15% each year for the last four years. In 2003, Brasington was found to be the best financially run service company in the annual member financial survey, 11th overall in the employee satisfaction survey, and had jumped from 47th place last year to 23rd place this year in the customer satisfaction survey. Since joining Nexstar (then Contractors 2000) in 1999, Brasington has changed from plumbing only to plumbing, heating, and cooling; has increased sales from $835,000 to $1.3 million with the same number of technicians, and has moved from a 2,300 sq. ft. facility into a 7,800 sq. ft. facility. The company has a service agreement conversion rate of 92%. Nexstar also introduced its Service System™ training program for technicians in the electrical, HVAC and plumbing trades. The Nexstar Service System is a self-paced training program on DVD and course manuals. According to Nexstar, it was developed from within the association’s membership, as the most successful members shared the elements of what made their technicians most proficient at delivering customer satisfaction. “The industry has changed and customer expectations have risen since we introduced our Customer Service and Satisfaction program 10 years ago,” says Greg Niemi, president and COO of Nexstar. “This new program helps technicians better understand what their customers’ expectations are and how they, as skilled service providers, can deliver a more comprehensive package of services that meets or exceeds customer expectations. This program is part sensitivity training, part interpersonal skills development and a good measure of encouragement that these technicians are true professionals at their trades.” In addition, Nexstar is rolling out a three-day training school that concentrates on teaching the Service System training program and helps technicians hone their skills. For more information about Nexstar, visit www.nexstarnetwork.com or call Lisa Schardt at 888/609-5490.

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