Sales Series-#1 Service is the New Sales: Increasing Customer Loyalty and Repeat Business
Join MCA and Action Edge Business Coaching, Canada's Most Awarded Business Coaching Firm to turn more visits and conversations into loyal customers and repeat business.
Across six practical sessions, you’ll sharpen lead conversion, sales communication, onsite selling, and a modern trust-building approach—so your team can consistently win, earn reviews, and generate referrals. You can register for all six sessions or select individual sessions that are relevant to you.
Each session will run in person on a Tuesdays from 8-10 AM. Coffee/Tea will be available from 7:45 am
1.September 22, 2026: Service is the New Sales: Increasing Customer Loyalty and Repeat Business (2 hrs)
- how to shift organizational thinking to look beyond 'getting' customers, and into 'keeping' customers
- why customers leave and go with another provider
- the ladder of loyalty and how to move customers up
- understand customer lifetime value
- understanding the emotional bank account and its impact on getting both reviews and referrals
- what is a CNE (Critical Non-Essential) and why they make a difference in customer loyalty
- why and how successful companies hardly differentiate between sales and service
- understand and identify your company's 'moments of truth' and how to plan for them
For: Owners, GMs, Sales Managers, Salespeople, Technicians, Customer Service Teams
2. October 27, 2026: Convert Your Leads I: Performance Sales Skills and Mindset (2hrs)
- how and why buying decisions are made
- key elements of influence and persuasion
- question progression and digging deep
For: Owners, GMs, Sales Managers, Salespeople, Technicians, Customer Service Teams
3. November 24, 2026: Convert Your Leads II: Sales Language, Communications and USP (2hrs)
- DISC personality and impact in sales and service
- intentional language
- negotiation best practices
For: Owners, GMs, Sales Managers, Salespeople, Technicians, Customer Service Teams, Marketing Managers, Marketing Teams
4. January 26, 2027: Guides Sell More and Get More 5 Star Reviews: Maximizing Residential Visits (2 hours)
- understand the 4 sales archetypes which individuals and companies will fall into
- learn the on-site role and persona resulting in the most results and pride for companies and their onsite techs
- power of purpose and intent statements
- understand the role of the guide
- importance of first 5 minutes and last 5 minutes of every onsite visit
- how to diagnose, invite and prescribe solutions
- what is not helping with sales and service: critical mistakes made by on site techs and how to avoid
- how and when to ask for reviews and referrals
For: Owners, GMs, Operations Leads, Technicians, Service Crews
5. February 23, 2027: Sales Process Re-Visited: The Most Overlooked and Neglected Critical Component of Making Consistent Sales (2 hours)
- understand the impact of context in the sales process/customer experience
- how many steps do we need in our sales process
- what information do we need to get in our sales process
- what information do we want to give in our sales process
- how our sales process impacts leverage and scalability
- importance of being the Guide and leading
For: Owners, GMs, Sales Managers, Salespeople
6. March 30, 2027: Building Trust and Selling How Modern Consumers want to Buy (2 hrs)
- getting roles and identities correct
- educating your customer base
- self serve vs consultative and when to transition
For: Owners, GMs, Sales Managers, Salespeople, Marketing Managers, Marketing Teams