NASHVILLE, Tenn. - Contractors from all over the United States and Ontario, Canada, attended the International Service Leadership (ISL) conference held Jan. 12-14.

The "Lights, Camera, Service," meeting was designed to help members tackle tricky human resource issues and give them a start-to-finish customer service process. ISL started the meeting with its HVAC Business Management 1 course offering, taught by Nita Brooks, ISL business development manager. The learning continued during a later session, the Idea Meeting. Members had the opportunity to present and hear best business practices and marketing ideas, which ranged from tracking technician sales to handing out roses to customers. During the meeting's opening session, Milton Baum, ISL president, welcomed new members and focused on the association's new developments, including member recruitment programs, educational workshops, preferred vendor partnerships, and enhanced member services.

Also during the session, members nominated and elected ISL's 2006 Advisory Board, which includes: Jacki Bradbury-Guerrero, Coastal Comfort - chairperson; Roger Grochmal, Atlas ClimateCare - vice chairperson; and Kirk Miko, J & D Heating & Air - member services.

The final day of the ISL conference featured sessions on how to provide first-class customer service. Attendees learned the difference between proactive versus reactive customer service, as well as the importance of team building, creating clear job descriptions, learning how to design an action plan, quality scoring of the company, learning how to create contingency plans, and using the company history to build upon results.

In addition, special achievement awards were given to individuals and companies: C & C Heating & Air Conditioning, On Target Award - Most Visits To A Company Website; Pacific Aire, Webbie Award - Best Use Of A Company Website; Arzel Zoning, Business Partner Of The Year; Daniel Squires, Vincent's Heating & Plumbing, Goodwill Ambassador; Mario Bernardi, ClimateCare, Best Director In A Foreign Land – The Person Who Has Helped ISL's Growth Outside The United States; Todd Lavery, Wilkins Mechanical, Best Performance In A Coaching Role; Lees Accu-Tech, Best Performance In A Student Role - Best Utilization of ISL's Training; Ric Schorer, Wighton's Heating & Cooling, The Miltie Award - For Outstanding Humanitarian Gesture; and Richard Getzschman, Getzschman Heating & Cooling, Lifetime Achievement Award - For Outstanding Lifetime Achievement Within Their Field.

Publication date: 02/27/2006