Bruce and Barry: I’m a believer, your Jennifer Shooshanian and my Service Manager (Will Winchester) together with her coaching have turned our Service Department around in less than one year. Achieving a remarkable 18% increase in net profit on the same revenue number as the previous year. With more room for improvement, your Coaching program works better than advertised. Thank you!, thank you!, thank you!.

1. Our service department had a 15.51 % Direct Loaded Labor Rate in March and that is the lowest it has been in 2 years!!! (WAHOO!!!)
2. By the end of business today our department (service) will have reached our breakeven for the month!!

Thank you for all the great coaching, support and the innovative ideas you always share with us. We really appreciate you!

Mary Flake
Service Manager
Canady's Precision Air

Angela,

Just wanted to take the time to thank you for all of your help and coaching. Your knowledge and insight definitely has our service department heading in the right direction, and being a new Service Manager it has helped me immensely!! Our numbers are up and the transitioning has gone smoothly for the entire department. Not to mention the first quarter bonus received for a job well done! Thank you for your continued coaching and support. You have made yourself available for whatever may arise and your responses are always very quick and welcomed. BDR Service Profit Coach has been a great asset to our company and we look forward to a continued and long lasting relationship.

Nashoba Air and BoilerWorks are proud to say that the BDR training is paying off. Our numbers in January of 2010 were some of the best we have seen and eclipsed our January '09 numbers. Our 8 for 10 efficiency went from a trying 47% to a very promising 66%. While this may not sound like much, our revenue doubled in January of 2010 and actually showed a profit in a month that in the past has not been all that successful. Thanks to everyone at the BDR family for the continued support.

Sincerely,

Andrew M. Hewitt

Production Manager

Nashoba Air & Boilerworks Inc.

Angela Coombs
Service Profit Coach

"As we embark on our 4th year with BDR we have realized that our business would not and could not grow past our desire and ability if we ourselves are not willing to change and to have you as a resource for our development. You have given us the tools to be leaders, managers, implementers and above all to serve our customers above and beyond their expectations.

Through all the struggles, we stumbled we tripped but we always got back up and forged ahead with your encouragement. We feel our company has developed a strong culture of Determination (There is no substitute for hard work) Competition (We cannot adjust the wind but we can adjust our sails) Challenges (Accept the challenges so you can feel the exhilaration of victory) these have all been made possible through your outstanding efforts in teaching, coaching and nurturing us through this wonderful journey. We may not be fast growing but we are realizing a steady manageable growth with deep roots for a sound foundation and future growth potential beyond our wildest dreams.

BDR is not JUST a business it is a family to us in every sense of the word. I could only hope that people who are considering going into business for the first time or established business looking for the better way, realize YOU are not only growing business but YOU are growing people and showing them the right way, and to do the right thing. And more importantly, that we as business owners get to bring other people along with us on our journey and to have the opportunity to embellish their lives as you have embellished ours. WAHOO!! AND THANKS TO ALL!!"

"The investment in Profit Coach is simple math, it is an investment that pays immediate as well as long term dividends. These dividends are not only monetary, they extend to every person's quality of life that works at our company because the implementation of BDR principles has helped us to motivate them and help them grow."

"The Service Profit Coach does a GREAT job responding to my questions. if she doesn't know the answer, she tells me, but she always get me the answer in a short period of time. She is always positive and upbeat."

"The best aspect of coaching so far has been in the service department where I can tangibly see where the 6-7 changes we have made will make a difference in our profit."

"The Service Profit Coaches work so well together. Mainly, it is just that they are both doing a superior job. They have extreme customer service skills. We are both satisfied. We have seen the value of our investment."

"My 5-year plan has me at $6,500,000 in 2012. Wahoo! I never would have dreamed it without Profit Coach. Maybe dreamed it, but never had a plan to get there."

"I am really glad that I made the decision to proceed with Profit Coach and am very grateful of my Profit Coach's and BDR's support with our Service process and focus within the Profit Coach program."

"The fact that we made money our 3^rd month on Service Profit Strategies for the first time since we have been in business (6 years). It has always been the black hole of our business. We have moved out of the red-headed stepchild phase. And we broke a record in volume - $60,000 with 3 service techs!"

"Each session is approached with measurable goals based on where we are currently and where we need to go. The Profit Coach and I discuss progress made and plot a course to meet the next goals. Each time we talk, Technicare moves closer to reaching its goals."

"Profit Coach has changed Technicare from being reactive to being proactive. Each month, or day for that matter, is approached with measurable targets which give direction to what we are doing. [Our Profit Coach] is part of Technicare. His knowledge and commitment have changed the face of this company."

"[Our Service Profit Coach] is always so upbeat and is good at keeping that enthusiasm going. Her knowledge is strong, but the enthusiasm is what carries you through it."

"[Our Profit Coach] has excellent ideas and feedback. When he gives us an idea he always supports it with the materials we might need."

"[Coaching] keeps us on target. I believe that we all have to set a goal, and we see what is going on nationally in the country because our coach has clients all over. [Profit Coach] is more for my daughter than for me because she will be taking over the business, and I believe this is really helping her a lot. Our coach is also bringing forward new ideas and it keeps me from getting stale."

"The best aspects [of Profit Coach] are the background and personal experience of the instructor and his experience with various other companies that indicates that you are not the only one to experience different situations. There are others that have been there before and here are solutions/strategies that have worked for them."

"Even though the calls are every few weeks, it pushes us to do what we are supposed to do. Without using BDR it would be business as usual, which is not profitable. Before I started BDR, I did everything; now I have managers, and I am the man on the bridge making sure everything runs smooth. Being able to sit in my office and have a phone conversation for 2 hours never happened before."

"[Our Service Profit Coach] drives me to be a most effective service dispatcher and a team player."

"[The BDR University trainer] was exceptional, but it was the time I spent networking with other owners while down there that REALLY opened my eyes to what you do and how incredibly valuable BDR is to our business in general and to me in particular."

"The sessions [with our Profit Coach] keep us on task and focused on [our] goals. It is obvious that without the sessions we would not stay on course. We need someone to answer to and it is working well."

"[Our Profit Coach] has helped me to view my business with a fresh outlook. I am having more fun and getting more accomplished than ever before."

"The people at BDR are true friends who are interested in our success."

"We started our coaching program in March, and January 1st, our gross sales increased 25%! Wow!"

"[Some of the best aspects of Profit Coach:] present and discuss ideas; establish procedures for developing new ideas; review items that need to be completed and how best to complete them; a source for information for new areas of our business."

"So far, I think it is great! It has really helped my company grow; as a matter of fact, my first salesman came from another dealer because he heard I was becoming a profit coach member. The dealer he was at had no future plans of growing or sales spiffs. This is one of the many examples the profit coach program has helped my company."

"I can't thank [our Profit Coach] enough for the great job he has done helping me. My coach has given me so many different ways to look at my business and so many ways to improve my business. I am just thankful my competition has never heard of BDR."

"In our opinion, you cannot succeed with a business program strictly on a professional basis. You must have a personal connection, a trusted friendship [with] mutual goals and basically on the same wavelength. We have that with [our Profit Coach]. Through the process we have found him to be understanding, compassionate, and thorough in direction. He helps us to focus on the necessary areas to improve and celebrate even the little victories of the process. We appreciate the package he provides. All and all we would recommend your company to anyone who wants the pleasure of guiding their business forward with people who care not only about their business but about them."

"We are grateful for all the encouragement, expertise and truly nice, upbeat and genuine people we are working with. They are indispensable people. Our support team is the best. They are always so attentive to questions. I wish they lived next door. I appreciate every word of help and encouragement. We feel very lucky!"

"My coach tells me what I have done right, but he is not complacent, lighting a fire under me when i need it. This year there is going to be about "no excuses, just results"! My coach is stretching me out of my comfort zone and making me into a successful business man. It is not done out of malice, but for my benefit. I am now capable of being more than I could have been on my own and acheiving my goals and desires because of Profit Coach."

"The support team is incredible. I have learned so much from my Support Coach about finances. She is so patient when explaining the 'why' or 'how'. We really appreciate the knowledge and understanding of everyone at BDR. They are all so friendly and eager to help. We are pleased with all the information we can gather from our finances now...and we still have a long way to go! We are definitely seeing a positive difference in our company. WAHOO!"

"BDR's general knowledge and benchmarks have been extremely helpful. The sharing of the best practices so that we dont have to go through trial and error is huge."

"The best part of the Profit Coach program is that I get to talk with my favorite 'business partner' twice a month. Together we look at what can be done more efficiently and what we are doing well. Our calls are motivating and get our team excited to get out there and make things happen.

Being a young professional, I've grown up in the industry using my hands but having a vision of where we could be. Although this is the beginning of our journey, BDR and Profit Coach have given me the tools and encouragement to reach higher goals and profits, improving my efficiency, personal goals, and dreams. Thank you for your services."

"Thanks to all for the great support to my business and all of my co-workers. They understand what I am doing because I share with my co-workers the BDR vision and believe we can be more profitable - and it works! Thank you!"

"I am very pleased with BDR. Everyone in the entire organization is a direct compliment to the business. I wish I could find the same quality people."

"We most appreciate our Support Team's willingness to apparently drop whatever they are doing and answer questions. That has been the single greatest part of this program for us. I am learning how to successfully run a business. My coach's input and explanation of terms and ability to answer without making me feel stupid has been great. I am really looking forward to getting everything in BDR shape and moving forward! Thanks for everything!"

"We are grateful for all the encouragement, expertise, and truly nice, upbeat and genuine people we are working with. They are indispensable. Our Support Team is the best. They are always so attentive to questions. I wish they lived next door. I appreciate every word of help and encouragement. We feel very lucky!"

"Thanks again to my support team for all your help. There is no way I could get through this accounting stuff without ya!"

"I honestly trust each person at BDR. I feel as if I am their only client. They have been there for any questions we have asked."

"I can honestly say that BDR is revolutionizing the way we run our business."

"We feel that partnering with BDR on Profit Coach is the best decision we ever made."

"The biggest Wahoo I can see so far is our ability to correctly post information to our accounting program. We have adjusted our chart of accounts to match the industry standard and can now see and understand our accounting data much more clearly."

"Jennifer [BDR Service Coach] is highly motivating, persistent, and great at following up. We can't seem to stump her on any questions so far. Her knowledge about the HVAC industry is impressive. We would recommend her for any service department."