Fifty two Unified Group members met in Ojai, Calif. on Nov. 5th-9th for the association’s Annual Meeting and Owners’ Forum. The major topics of the three day session were strategic planning, financial benchmarking, how to deliver world class customer service, and Unified Group business.

Guest speaker Dennis Snow provided attendees with strategic tools to help raise the bar of service throughout their organizations. Using examples from his 20 years with the Walt Disney World Company, Snow encouraged members to look at everything through the eyes of the customer. He asked members to map out different interactions, like placing a service call, to ensure the focus of everything we do is on the customer’s experience.

“More than ever customers are focused on value - what you can do that other organizations cannot or will not do,” said Snow. “Customers want to know that you are focused on earning their ongoing loyalty.”

Members utilized Snow’s tips as they went into strategic plan workshops. Before the session, attendees were asked to submit their company’s strategic plan with at least two specific goals they’re working toward for 2015. During day one and two, the owners were split into ten different roundtables to discuss their goals, gather feedback from the other members, and create action steps for the year ahead. “This is always my favorite part of the meeting,” said Jim Dillett (Dillett Mechanical Service). “It gives me time and a chance to work on my business and learn from other members on how they would or have handled similar challenges.”

The group welcomed back Shane and Melissa Dick with Atlas Consulting to discuss The Unified Group Financial Benchmark. The anonymous benchmark allows member companies to see how their numbers compare to the industry, to companies within The Unified Group, and most importantly, to their own history. “Seeing how we compare to best in class in several metrics was a highlight for me,” said Rob Lehman (Maxair Mechanical). “It was great to listen to the financial benchmark discussion and see how accounting-minded individuals are able to pull data from simple numbers,” said Rich Bodwell (ISS Mechanical).

On the last day of the meeting, attendees heard from Unified Group board members about what’s in the works for 2015. Rich Bodwell (ISS Mechanical) shared the territories where the group is still looking for a member. “Think about who you want sitting across from you next year at this meeting,” said Bodwell. “We’re looking for great companies who are open and willing to share best practices.”

Tom Barker (Guardian Environmental Services) encouraged members to keep participating in the Grow Your Business Webinar Series and introduced a new sales challenge that will help members partner together to win more business. Allison Rodgers (The Unified Group) presented a Unified Group Marketing Program for members to utilize the group for their marketing and branding efforts; Julie Bishop (The Unified Group) gave an update on the training schedule for 2015; and John Speed (Shoffner Mechanical) gave a Membership 101 presentation to showcase how to improve each member’s ROI. Sam De Angelis (Colorado Climate Maintenance) was presented with the 2014 Member of the Year award.