Why Implementation Coaches Are Now Called Service Coaches

You may have noticed a small title change in your Nexstar coaching bench.

Nexstar’s Implementation Coaches are now called Service Coaches.

And if your reaction was, “OK… but why?”—that’s fair.

This wasn’t a marketing decision. It came from years of conversations with Nexstar members— in meetings, on coaching calls, in hallways at events, and sometimes in late-afternoon phone calls when the day didn’t go as planned.

Implementation matters, systems matter, process matters.

But here’s what we’ve learned: Two companies can implement the exact same system. One grows, but the other stays stuck. And it’s almost never because one didn’t understand the instructions. Usually, it’s because leadership at one of the companies showed up differently.

Nexstar Service Coach Greg Faulkner during a recent member onsite.

Most of our coaching conversations aren’t really about software, playbooks, or dashboards. They’re actually about service managers—the people in the middle of it all. The ones asking: How do I get my techs aligned? How do I hold someone accountable without losing them? How do I coach without micromanaging? How do I protect culture while still pushing for results?

And that’s not implementation work. That’s service leadership work. Service to your team, service to your customers, service to the future version of your company.

Nexstar Service Coaches don’t just support businesses; we coach Service Managers, the people translating strategy into daily behavior. We changed the coaching title because this role has always been about helping service leaders think more clearly, communicate better, and connect strategy to execution.

In other words, we’re not here to “install Nexstar.” We’re here to help you lead. To help you translate good ideas into consistent action, and to build teams that believe in the systems they’re putting in place.

Nexstar Service Coach Kathryn Frazier (left) and Business Coach Ashley Costner-Montoya lead a strategic planning session.

Implementation can be taught. Ownership has to be built. And ownership only happens when Service Managers are coached, supported, and developed.

That’s why Service Coach fits, as a title. Service isn’t just what happens in a customer’s home; it’s how you show up for your team when numbers are soft. And it’s how you coach when someone is struggling, and how you lead when it would be easier to control.

We didn’t move away from implementation. We’re moving toward what actually makes implementation work.

So when you see “Service Coach” now, here’s what to know: Same people, same standards, same commitment to your success. Just a title that better tells the story about the work.

Amy Schwartz, Nexstar Service Coach, visits a new member location to help their team jumpstart their Nexstar membership.

Also New: Our Upcoming Service EDGE Event!

In addition to the name change, the Service Coaches have another trick up their sleeve: the upcoming Service EDGE Event! Nexstar members, transform your operations through a hands-on experience led by the world’s top coaches for the trades in an event designed specifically for Service Managers.

At Service EDGE, you’ll gain the tools to:

• Give your team the confidence and clarity they need to succeed every day
• Put simple systems in place that make quality and efficiency second nature
• Turn tough situations into opportunities with empathy and professionalism
• Create memorable customer experiences that strengthen your brand at every step