Service Excellence’s PRESS PLAY Platform Helps Home Service Contractors Build Consistent Customer Experience
Service Excellence’s PRESS PLAY learning platform, demonstrated through a training visit with The Gentlemen Pros in Canada, addresses the common problem of training follow-through by helping home service companies align sales, service, and management around a shared customer experience standard, which is critical for building brand trust and reputation.
Service Excellence is strengthening its PRESS PLAY learning platform for home service companies, using a recent training visit with The Gentlemen Pros in Calgary, Canada, to showcase how the platform helps contractors align sales, service, technician communication, customer experience, company culture, and manager reinforcement. The visit on May 23-24 brought together 25 team members from plumbing, electrical, HVAC, and management to focus on PRESS PLAY FOR TECHNICIANS, providing a structured approach to train new team members and equip managers to reinforce the training post-session.
The training addressed one of the most common problems in contractor training: what happens after the training event ends. Many home service companies invest in training, see a burst of energy for a few days, and then watch old habits return once the team is back in the field. PRESS PLAY was designed to address that gap by helping companies teach, coach, inspect, and reinforce behaviors that affect customer trust, revenue, culture, and brand reputation.
Led by Service Excellence founder and CEO Todd Liles, the workshop brought salespeople, technicians, and managers together around a common customer standard. The goal was not simply to introduce new techniques but to help The Gentlemen Pros build a more consistent customer experience from the first sales conversation through the completed service call. Consistency matters because a contractor’s brand is built on what customers come to believe after repeated interactions with the company.
“For a contractor, the customer experience happens one conversation at a time,” said Liles. “That does not change whether the company is doing one million dollars or one hundred fifty million dollars. What changes is the complexity around the business. PRESS PLAY stays focused on the part that has to remain consistent, which is how your people communicate, build trust, and serve the customer in the home.”
The Gentlemen Pros, with locations in Calgary, Edmonton, and Red Deer, has worked with Service Excellence on multiple training initiatives over the years. “We’ve worked with Service Excellence for many years, so when it was time to reset and reinforce our culture, they were the first call we made,” said Brham Trim, CEO of The Gentlemen Pros. “As we’ve grown and brought new leaders into the organization, it became important to make sure everyone was aligned around the same customer-first philosophy.”
Service Excellence implemented a six-week reinforcement sprint in the PRESS PLAY engagement, aiding managers in coaching and supporting post-training behaviors. The structure includes short weekly sessions, direct manager follow-up, and practical field assignments connected to technician performance. “What I appreciate about PRESS PLAY is that it isn’t focused on selling more. It’s focused on serving better,” Trim said. “The training gave our team a common language and a consistent approach to serving customers, which is critical for protecting and strengthening our brand.”
According to Liles, reinforcement is what gives training a better chance of becoming part of the company’s operating rhythm. “The goal is not to overwhelm people with more information. The goal is to make the training usable. When a manager knows what to look for, how to coach it, and how to hold people accountable without making it feel heavy, the training has a much better chance of showing up in the field.”
PRESS PLAY is designed for home service companies that want sales and service to speak the same language. The platform helps contractors connect the people who sell the promise with those who keep it. For smaller contractors, PRESS PLAY creates a clear foundation for customer conversations; for larger ones, it gives leadership a repeatable language across departments and locations.
Trust in the brand is one of the most important growth assets a home service company has. PRESS PLAY supports that growth by helping companies make trust easier to teach, coach, and reinforce in the field. The visit to Canada also reflects Service Excellence’s broader international reach, as contractors in countries beyond the U.S. look for better ways to improve customer experience without reducing conversations to a script.