Who We Are
WHO WE ARE
ServeCentric works with industry leaders to improve the lives and businesses of those who serve in the skilled trades.
ServeCentric Coaching was founded on a simple but powerful belief:
When you serve people at the highest level, you don’t just do the job – you earn the opportunity to do job after job after job.
We partner with businesses across the skilled trades to build the processes, tools, and strategies that create the foundation for sustainable growth.
Because in an industry where technical expertise is table stakes, a consistently exceptional service experience is your competitive advantage.
Our Story
ServeCentric Coaching was born out of a passion for delivering exceptional service.
In the midst of a pandemic, Frank Favaro took a leap of faith and followed his calling to transform the skilled trades — shifting companies from transactional to truly collaborative.
Through his time in the industry — first as a supplier working with contractors and later on the contractor side — Frank discovered that building partnerships was a far more profitable, effective, and fulfilling way of doing business.
While most competed on price, he focused on creating value and elevating relationships. That mindset allowed him to double the national average for profit margin in both distribution and mechanical service.
By applying better business practices that build loyalty, increase margins, and strengthen morale, Frank developed a proven playbook for sustainable success.
That experience combined with his enthusiasm for solving problems, serving people, and helping businesses grow became his life’s work: teaching customer experience as a formal business discipline.
Trained in CX (Customer Experience) methodology, Frank’s coaching and consulting approach works across industries — but his deep roots in the skilled trades make him the perfect fit for contractors, suppliers, manufacturers, and service-driven organizations.
What Drives Us
The skilled trades sector is full of great people doing great work — but many businesses lose customers, employees, and profit not because of poor skill, but because of poor experience.
Our mission is simple: To help skilled trades businesses gain margin, market share, and momentum by elevating how they serve, lead, and develop their people.
We focus on:
- Communication that is clear and consistent
- Leadership that drives accountability and trust
- Systems that make excellence repeatable
- Culture that people want to join and stay in
When you raise the level of service, you raise everything else.
Our Approach
ServeCentric combines real-world experience with proven customer-experience frameworks used by the best service brands in the world.
We’ve distilled what works — and what doesn’t — across the skilled trades sector to help you create sustainable advantage.
We don’t teach theory — we build systems that stick.
Every engagement gives your team practical tools, clear standards, and accountability to ensure measurable results.
The outcome: stronger relationships, better alignment, higher retention, and improved margins.
With the ServeCentric Blueprint, we’re revolutionizing what it means to do business in the skilled trades.
Beyond Coaching
ServeCentric is a proud education partner of the Mechanical Contractors Association of America (MCAA) and the Sheet Metal and Air Conditioning Contractors’ National Association (SMACNA).
We deliver workshops and keynotes focused on customer experience, leadership, communication, and culture — helping companies turn their current jobs into their next jobs.
Frank also hosts The People Business Podcast, featuring leaders, athletes, and entrepreneurs who share lessons on what it truly means to serve, lead, and build trust — in business and in life.
Our Philosophy
Service isn’t a department — it’s a mindset.
Being ServeCentric means making service the center of everything you do.
It’s about seeing what others miss, solving problems before you’re asked, and out-serving the competition every day.
When you build the mindset to match the skillset, you don’t just strengthen your people — you transform your business.