Digital Wrap Conference Agenda

All activities are held at Wild Dunes Resort.

Sunday, November 5
6 – 10 pmWelcome reception and dinner
Monday, November 6
8 – 9 amBreakfast
9 – 9:15Welcome: I Have a Story For You
CEO Billy Marshall, ServiceTrade
Every contact you have with customers adds to the story about why you are important to them. Billy Marshall will kick off a day of examining how storytelling in your digital wrap will help grow your business.
9:15 – 10:15 Keynote: Build your Service Brand Through Stories
Professor and Author Jonathan Gottschall, Washington & Jefferson College
As humans, we are programmed to learn and grow through stories. Your customers will learn more from you when you show them the story of the good work that you deliver. When they appreciate your work and become emotionally invested in the outcomes, your brand builds a connection that justifies a premium price. Jonathan Gottschall will explain the science of storytelling as a brand-building medium so that you can apply the science to your digital wrap strategy.

Learn more about Jonathan  >>

10:15 – 10:30Meet the Exhibiting Sponsors
10:30 – 11Break with Exhibitors
11 – 11:15Bearded Briefing
Technology demonstration by a bearded genius.
11:15 – 12Strengthen Your Service Empire with MIPS
Director of Marketing Shawn Mims, ServiceTrade
What’s your MIPS number? If you were at the conference last year, you learned from Shawn Mims about the many opportunities to engage customers during the service cycle and the value it creates. Domino’s built a pizza empire on MIPS. Can you build a service empire?
12 – 1 pmLunch
1 – 1:45Money For Nothing
CEO Billy Marshall, ServiceTrade
The only thing a customer really wants is nothing, and they are willing to pay a premium price to get it. Nothing means no drama, no disruptions, no disasters. Exceptional service brands earn more pay for less work because they invest in programs that minimize unplanned repairs and the related disruptions to the customer’s business. Discover how to sell a program that smoothes customer demand, simplifies collections, and enables predictable growth while simultaneously commanding a premium price.
1:45 – 2:15Sales Management in the Digital Wrap
VP of Sales Anna McMahon, ServiceTrade
Checking the scoreboard at the end of the game is not a strategy for coaching a winning game. Successful selling is about preparing to play the game as well as in-game coaching. Safeguard your business by measuring key metrics throughout the sales process. Anna McMahon will guide you through building and monitoring scalable sales programs that grow with your business.
2:15 – 3Service Contracts: Setting the Legal Foundation for a Premium Program
Founding Partner Michael Revness, Kurtz & Revness
A Premium Service Program is a win-win for you and your customers. A well-crafted Program provides you coveted recurring monthly revenue and your customers the peace of mind that you are there when they need you. The cornerstone of your Premium Service Program is a well thought out and efficiently structured and drafted legal contract. The right contract provides you with legal protections to recurring revenue without scaring off your customers with too much legalese. Please join Michael Revness during this presentation to learn more.

Learn more about Michael  >>

3 – 3:30Break with Exhibitors
3:30 – 3:45Bearded Briefing
Technology demonstration by a bearded genius.
3:45 – 4:15Create an Apprentice Program That Helps You Grow
It can be very difficult to hire quality trades people to deliver the service in the manner that keeps your top customers happy. Learn how to create an apprentice program that helps with hiring, training, and developing talent to support your endless growth.
4:15 – 5Digital Wrap Success Stories
Panel discussion led by James Jordan
We all know by now that selling a premium program is the right thing to do. Hear from a panel of leaders of service companies about what they’re doing in the sales cycle to sell the program. They’ll talk about challenges they’ve faced along the path from reactive to proactive.
6 – Dinner
We’ll eat and drink by the beach if the weather is nice.
Tuesday, November 7
7:30 – 8:30 amBreakfast
8:30 – 9The Advantages of Diversity in Services
Panel discussion led by Billy Marshall
It’s intuitive that diversity in any business is a good thing, but why? This panel will examine how a traditionally homogenous field is becoming more diverse and the business value and workforce benefits of fostering diversity.
9 – 9:30ServiceTrade Roadmap
CTO Brian Smithwick, ServiceTrade
ServiceTrade Chief Technology Officer Brian Smithwick outlines future evolution of the ServiceTrade application.
9:30 – 10Quicksight Reporting and Analysis
CTO Brian Smithwick, ServiceTrade
Real-time reporting and analysis on your ServiceTrade data will help you make the best decisions for today and planning the future.
10 – 10:30Break with Exhibitors
10:30 – 11Intelligent Integrations
VP of Customer Success James Jordan, ServiceTrade
How scary is the thought of changing the applications that you use in your business? Adding new apps or swapping them out doesn’t have to be difficult or risky if they’re set up in an integrated ecosystem. James will show you how one business pulled off a major customer service application change without an internal system or external service disruption.
11 – 11:30Who do you think you are?
Director of Marketing Shawn Mims, ServiceTrade
A company’s brand is an amalgam of what it does, who it serves, and what it values. Figuring that out and how to communicate it aren’t easy tasks. Learn how one company affirmed its brand position after one really uncomfortable meeting and how you can less painfully define your own service brand.
11:30 – 12Earn More than a 5-Star Review
Panel discussion led by Shawn Mims
Successful marketing requires a good, mobile-friendly website and constantly filling it with new content that is valuable to customers and prospects. Learn how service companies are using the stories told by their customers in online reviews for lead generation and brand building.
12 – 1 pmLunch
1 – 2:30Fire Protection and Life Safety Forum
Fire protection companies face a unique set of challenges and opportunities. This 90-minute forum will be an open conversation to tackle challenges in sales, customer service, and growth in fire companies of all sizes.
1 – 2:30Mechanical and HVAC/R Forum
Mechanical and commercial/industrial HVAC and refrigeration companies deal with big seasonal shifts that snowball throughout the business. This 90-minute forum will put similarly-minded professionals together to talk about programs that stabilize sales, improve customer service and help the company grow.
2:30 – 3Break with Exhibitors
3 – 3:15Bearded Briefing
Technology demonstration by a bearded genius.
3:15 – 3:45A Better Way to Teach and Train
David Varnedoe, ServiceTrade
How much do your employees actually learn in your training programs? Let’s talk about how you can create online courses that are more effective and easier to manage than time-consuming classroom learning.
3:45 – 4Conclusion
6 – 11Bus to Charleston
We’ll arrange transportation to downtown Charleston for you to enjoy the city and its many fine restaurants and bars on your own or with a group you assemble. Have fun!

Before the conference, read the Digital Wrap book.