“The best part was talking with other contractors on very similar issues even though we’re thousands of miles apart,” said Ryan Tapley of ABM Mechanical.

The forum began with a focus on leadership and people challenges facing growing service organizations. Members participated in small-group discussions exploring communication breakdowns, prioritization struggles, and the demands placed on leaders as teams expand.

Day one also featured the Leadership Fit Lab: Choosing the Right Leadership Tool for the Moment, led by HR Coach Wyetta Ford. The session focused on practical leadership decision-making and the importance of adapting leadership approaches based on an employee’s skill, confidence, and commitment. Through hands-on exercises and discussion, members examined how clarity, trust, and flexibility influence daily leadership effectiveness.

Day two introduced the new HVAC and plumbing breakout format. The HVAC breakout, facilitated by Jim Bartolotta of Synergy, focused on key metrics, KPIs, preventative maintenance execution, and field quoting. Members shared how they use dashboards, PM efficiency tracking, and accountability systems to guide coaching conversations and improve performance without losing sight of customer service.

The plumbing breakout was co-facilitated by Randy Greer of W.L. Gary and Billy Miles of ISS Mechanical. Discussions covered plumbing preventative maintenance programs, specialty services, recruiting and retention challenges, and managing urgency in plumbing service environments.

“The best part for me was the opportunity to sit in the room of plumbing experts and earn an outside view of how things are done,” said John Kotek of LMS. “I couldn’t have learned what I learned at Synergy anywhere else.”

Later in the day, Scott Adams of Service Operations Institute led a Tools and Technology session focused on preparing service organizations for the next decade. Topics included unified service platforms, clean data foundations, AI as a multiplier, and the growing role of asset intelligence and capital planning.

The day concluded with a Partner Fair, giving members the opportunity to connect with Synergy partners and continue conversations around technology, tools, and operational support.

The final day focused on building sustainable teams through recruiting, training, retention, and clear communication. In the HVAC breakout, members shared recruiting strategies built on consistency, culture, referrals, and apprenticeships. Conversations highlighted the importance of dedicated training roles, clear benchmarks, and aligning field experience with classroom learning.

The plumbing breakout addressed service plumber recruiting, burnout prevention, training beyond the basics, and the role of preventative maintenance agreements in stabilizing workloads and improving retention.

Members also participated in Mind Mingle small-group discussions centered on shared challenges including growth outpacing structure, technology adoption, accountability, and service expansion.

As with every Synergy forum, the event concluded with individual action planning. Each attendee identified one specific action they committed to implementing upon returning home, reinforcing Synergy’s focus on accountability and follow-through.

The 2026 Service Operations Forum highlighted the value of honest peer sharing, practical takeaways, and strong relationships. With the addition of HVAC and plumbing breakouts, members left with deeper insights, new perspectives, and clear next steps to support their service teams.