The Profit Roadmap: Recent Episodes
Service Autopilot
In this episode of the Profit Roadmap, we welcome back Libby DeLucien, a successful entrepreneur, to discuss the intersection of leadership and technology.
Libby shares her insights on effective communication during uncertain times, the importance of transparency, and the role of automation in enhancing business efficiency. She emphasizes the significance of empathy in leadership, the challenges women face in male-dominated industries, and the power of saying "no" to maintain focus.
Key Takeaways* Being open and honest with your team during uncertain times * Showing stability as a leader by being consistent and reliable * Using automation to enhance efficiency without losing the human touch * Viewing empathy is a strength in leadership, not a weakness
EPISODE TIMESTAMPS* 00:00 Introduction and Background * 02:17 Leadership During Uncertain Times * 06:17 Self-Awareness and Self-Improvement * 11:03 Transparency and Financial Information * 21:18 Delegating Tasks and Trusting Others * 25:49 Harnessing the Power of Automation * 30:36 Technology and Focusing on Customer Experience * 52:00 Data-Driven Decision Making and Emotional Intelligence * 55:39 Advantages and Challenges for Women in Business * 58:15 The Importance of Saying No * 01:09:20 Women in Male-Dominated Industries * 01:14:29 Documenting Processes and Empowering Your Team
Show Links* Simple Numbers, Straight Talk, Big Profits!: 4 Keys to Unlock Your Business Potential by Greg Crabtree & Beverly Herzog
The post Empowering Your Team Through Technology With Libby DeLucien appeared first on Service Autopilot.
On this episode of the Profit Roadmap, we sit down with two experts from Mediagistic: Eddie Childs (Director of Corporate Marketing) and Michelle Caston (Director of Media Planning and Buying), to discuss how field service businesses can stand out in a crowded market and effectively generate leads.
Key Takeaways* Wrapping your trucks for better visibility * Staying memorable with consistent branding * Using strong branding to generate leads * Focusing on customer experience to drive referrals * Utilizing marketing automation for better engagement * Addressing customer pain points with brand storytelling * Maintaining data hygiene practices for effective marketing campaigns * Prioritizing a quick-loading, mobile-friendly website * Enhancing brand identity with custom photography * Improving customer service efficiency with AI
EPISODE TIMESTAMPS* [00:00] Intro * [03:12] Standing Out in a Competitive Market * [06:02] Brand Consistency * [08:58] Specific Lead Gen Strategies * [11:55] Building a Strong Brand Identity * [14:50] Utilizing Marketing Automation * [17:48] The Role of Customer Experience * [21:07] Brand Storytelling Techniques * [23:52] Leveraging Data for Targeting * [26:59] Website Essentials * [29:55] Customer Engagement Strategies
Making a Local ImpactEddie and Michelle emphasized the importance of making a strong impression at the local level.
A key takeaway was the power of wrapping trucks—essentially turning vehicles into rolling billboards that visually speak to your brand. Beyond this, providing an exceptional customer experience is crucial for generating positive word-of-mouth and strong online reviews, which in turn helps businesses get found in local searches.
Developing a value-based sales narrative that focuses on what customers truly care about (their homes, families, finances, and time) rather than just the technical aspects of the service was also highlighted as a way to stand out.
Consistency is KeyMichelle stressed the significance of consistent messaging and brand image across all marketing efforts, from broadcast radio and TV spots to websites and physical collateral. Inconsistency can dilute brand recognition and require more exposures for customers to remember a business.
Clever Lead GenerationWhile transactional lead generation has its place, the experts discussed the benefits of building a strong brand to supplement these efforts. A strong brand can lead to better SEO performance and lower costs for branded keywords in paid search campaigns. They also touched on:
- Outbound sales motions: Converting CSRs to follow up on things like warranty expirations or past service calls to create more opportunities for the sales team.
- Lead gen channels beyond Google: Exploring platforms like Facebook (Meta) lead ads and Yelp leads, noting that while Meta leads require more salesmanship to convert, they can be effective for reaching consumers where they spend a lot of time.
Avoiding Pitfalls and Low-Cost StrategiesWhen building a brand, Michelle advised against stretching resources too thin. Instead, businesses should concentrate and dominate in a specific area or media channel, building frequency with their target audience before expanding.
For low-cost, effective strategies, digital options like digital radio, podcasts, and streaming TV were suggested, allowing for specific targeting by zip code, homeowner status, and income. Eddie added Meta video views ads, Google demand gen ads, and YouTube ads as powerful channels for increasing visibility at a low cost per view.
The Power of Short-Form Video and Educational MarketingShort-form video on platforms like Instagram Reels and TikTok was identified as a strong play for creating brand awareness, especially for business owners with a good on-camera presence.
For those less comfortable on camera, creative alternatives like animated videos or hiring actors can be used.
The concept of educational marketing—providing valuable tips and information to consumers for free—was also discussed as a way to build authority and trust, ultimately weeding out DIYers and attracting those who prefer professional help.
Brand StorytellingSetting your brand apart through storytelling involves identifying your true differentiators beyond the industry's table stakes (like being family-owned or local).
By focusing on the four things customers care about (homes, families, finances, and time) and connecting your service to these, businesses can create a compelling narrative.
Making the customer the hero, defining their problems, and presenting your business as the solution with a clear call to action tied to their needs and your value stack (rebates, warranties, maintenance plans, etc.) are key elements of effective brand storytelling.
Leveraging Data and Marketing AutomationEddie and Michelle highlighted the importance of a clean and valuable customer database. This first-party data can be used to build custom audiences and lookalike audiences on platforms like social media and streaming digital platforms, allowing for highly targeted marketing campaigns.
Marketing automation was emphasized as crucial for retaining customers beyond the initial transaction by using the database to send reminders, offer maintenance plans, and continually earn their business.
Website EssentialsYour website is a critical owned asset. Key ingredients for a website that wows include:
- Fast loading speed and mobile-first design: Consumers won't wait long for a site to load, and Google prioritizes mobile.
- Custom photography and videos: Differentiating your brand from competitors who use generic stock photos.
- Fluid user experience: Making the phone number and appointment scheduling button easily visible at all times to remove friction.
- Easy-to-read content: Aiming for an eighth-grade reading level to ensure content is scannable and easily digestible for online readers.
Creating Exceptional Customer ExperiencesFinally, the conversation circled back to customer experience. The core needs of a customer are simple: they want you to pick up the phone, they want the tech to be on time, they don't want to feel cheated, and they want their service to work. They also want to feel heard. Removing friction in these areas is key.
Examples included using AI voice solutions for phone systems to handle calls efficiently, automating notifications about tech arrival times, using technology on-site to explain recommendations and show value, and monitoring and responding to online reviews to show customers they are heard.
By implementing these strategies, field service businesses can effectively navigate the competitive landscape, build a strong brand, and drive consistent lead generation.
Show Links* YOUTUBE: https://www.youtube.com/@Mediagistic * WEBSITE: https://www.mediagistic.com * FACEBOOK: https://www.facebook.com/mediagistic * INSTAGRAM: https://www.instagram.com/mediagistic_/ * LINKEDIN: https://www.linkedin.com/company/mediagistic * TIKTOK: https://www.tiktok.com/@mediagistic * X: https://x.com/mediagistic
Related: Scaling Back Services to Scale Up With Matt Green
The post REPLAY: Turn Branding Into Sales: Tactics From Mediagistic appeared first on Service Autopilot.
On this episode of the Profit Roadmap, Matt Green of Blue Duck Lawn Care shares his journey of transforming his business by strategically scaling back services to achieve greater efficiency and profitability.
Here's a summary of the key takeaways:
- Efficiency and profitability are crucial in service offerings, especially during challenging times.
- Understanding internal client needs and creating a positive work culture is vital.
- There's value in strategic partnerships for referrals, and niching down services can lead to enhanced customer satisfaction.
Episode Timestamps* [00:00] Intro * [02:05] Matt's Journey * [05:59] Transitioning to Business Ownership * [09:56] The Shift in Business Strategy * [13:49] Streamlining Services for Efficiency * [20:07] The Importance of Focus * [26:04] Team Dynamics * [31:18] Service Reduction Strategies * [32:51] Training & Development in the Field * [37:20] Recruitment & Retention Challenges * [39:12] Strategic Partnerships & Referrals * [47:29] Enhancing Customer Satisfaction through Specialization * [52:57] Taking the Leap: Niching Down Services
Humble BeginningsMatt's story began when he was nine years old, facing financial hardship due to his father's illness. This led him and his brothers to start a lawn care business with minimal resources, including using scissors as weed eaters and a broom as a blower. These early struggles instilled a strong work ethic and a determination to succeed.
The College Detour and ReturnDespite early success, Matt pursued college and entered corporate sales, gaining valuable "sales training". However, he felt a calling to return to the lawn care industry, believing he could apply business principles to outperform competitors. He quickly realized the industry was more sophisticated than he anticipated, but this spurred him on.
The Million Dollar Milestone and a PivotBlue Duck Lawn Care reached a million dollars in revenue within five years. Yet, Matt felt unfulfilled and realized the business wasn't as profitable as he thought. This led to a critical decision: to pivot and focus on more profitable services.
The Three Service RuleInspired by a mentor, Matt decided to drastically reduce the number of services offered. He learned that focusing on just a few services would allow for greater specialization, better service delivery, and higher profit margins.
Choosing the Right ServicesMatt and his team evaluated each service based on profitability, employee satisfaction, and operational efficiency. They eliminated services with low revenue, high turnover, and scheduling nightmares. The focus shifted to fertilization, weed control, pest control, and Christmas lights, allowing for better training and consistent revenue.
The Kolbe Test and Team DynamicsMatt emphasized the importance of understanding team dynamics using the Kolbe test. This helped him recognize different working styles and manage his team more effectively, leading to improved morale and productivity.
Strategic PartnershipsMatt cultivated relationships with other businesses, referring services they no longer offered in exchange for referrals of their specialized services. This created a network of support and increased customer acquisition with reduced costs.
Training and Customer SatisfactionBy focusing on fewer services, Blue Duck could invest more in training, leading to knowledgeable staff and exceptional customer service. This resulted in higher customer satisfaction, lower cancellation rates, and positive reviews. Matt even creates personalized video updates in dispatch notifications.
Key Strategies for Niching Down Analyze Revenue: Review financial reports to identify low-revenue services. * Gather Team Feedback: Ask employees about their favorite and least favorite tasks, and any that experience high turnover. * Identify Pain Points: Pinpoint the biggest frustrations and challenges in the business. * Consider Subcontracting: Explore outsourcing less profitable services to trusted partners. * Start Small:* Begin by eliminating one or two services, then gradually scale down.
ConclusionMatt Green's journey demonstrates the power of strategic focus and the importance of adapting to business realities. By scaling back services, Blue Duck Lawn Care achieved greater profitability, improved team satisfaction, and enhanced customer experiences.
Show Notes Links* YOUTUBE * WEBSITE * FACEBOOK * INSTAGRAM * LINKEDIN * TIKTOK * X * MENTIONS: KOLBE TEST
Related: From Hustler to Entrepreneur With Tommy Mello
The post Scaling Back Services to Scale Up With Matt Green appeared first on Service Autopilot.
On this episode of the Profit Roadmap, we're talking with Tommy Mello, founder of A1 Garage Door Service, the largest garage door company in America. Tommy is also the host of the popular podcast "Home Service Expert" and a successful author.
Tommy explains how he transformed from a hustler to an entrepreneur. He shares the importance of branding, learning from mistakes, and the necessity of reinvesting in your field service business.
Discover the value of transparency and accountability within your company culture, the role of competition in driving success, and the mindset required for effective sales.
Additionally, you’ll explore the impact of AI on business and the key metrics for measuring success, while also highlighting community engagement and upcoming events.
We cover some great topics, including:
- How to turn technicians into sales superstars
- The importance of company culture and leadership
- Using technology to grow your business
- The power of branding in home services
- And so much more!
EPISODE TIMESTAMPS
- 00:00 From Hustler to Entrepreneur: Tommy Mello's Journey
- 07:19 Transforming Technicians into Sales Superstars
- 11:00 The Art of Recruitment: Finding the Right People
- 18:27 Motivation and Leadership: Building a Winning Culture
- 26:19 Leveraging Technology for Growth
- 28:46 Building a Strong Brand for Success
- 31:08 Learning from Mistakes and Taking Risks
- 33:53 The Importance of Reinvestment and Delayed Gratification
- 35:58 Creating a Culture of Transparency and Accountability
- 39:12 The Role of Competition and Market Positioning
- 42:17 Sales as a Daily Practice and Mindset
- 44:55 Embracing AI and Future Trends in Business
- 46:48 Key Metrics for Measuring Success
- 51:40 Upcoming Events and Community Engagement
Tommy's StoryTommy's journey to success is a true American dream story.
Born and raised in Sterling Heights, Michigan, Tommy learned the value of hard work at a young age.
With divorced parents and a mom working three jobs, Tommy started mowing lawns and shoveling snow to earn money as a kid.
At age 12, he began washing dishes under the table at a local restaurant, and that hard work laid the foundation for his future success.
Tommy moved to Phoenix at 16 and started a landscaping company.
By 20, he was earning $30,000 a month from various hustles, including bartending and flipping cars.
Tommy eventually landed in the garage door industry by painting garage doors for a friend.
He started his own business (A1 Garage Door), making every mistake in the book along the way, but eventually grew his company to $200+ million in revenue.
Turning Technicians into Sales SuperstarsTommy believes that selling is a natural part of human interaction and that technicians don't need to become stereotypical "salespeople."
Tommy focuses on teaching his technicians to:
- Smile and make eye contact
- Say "thank you" and show appreciation
- Listen actively to customer needs
- Provide options and educate customers
- Treat customers like family
He emphasizes that sales is about being a good human and helping customers make the best decisions for their homes.
The Power of Company CultureTommy has built a strong company culture based on transparency and meritocracy.
He shares all company financials with employees and encourages healthy competition.
Technicians can see each other's performance metrics, fostering a culture of continuous improvement.
To motivate his team, Tommy uses a "dream manager" approach.
The company helps employees discover their personal dreams and goals and then ties those aspirations to their work performance.
Leveraging Technology for GrowthA1 Garage Door Service uses a variety of software to streamline operations and improve customer service.
Some key tools include:
- Business intelligence software for data analysis
- AI-powered call analysis to improve customer interactions
- Advanced dispatch systems to optimize technician routes
- Social media management tools for marketing
The Importance of BrandingOne of Tommy's game-changing moves was investing in proper branding.
A strong, consistent brand across all touchpoints - from trucks to uniforms to marketing materials - has helped A1 Garage Door Service stand out in a crowded market.
Advice for Aspiring EntrepreneursTommy's advice for those looking to grow their service businesses to the next level is:
- Invest in yourself and never stop learning
- Surround yourself with successful people in your industry
- Focus on building a great team and company culture
- Use technology to streamline operations and improve customer service
- Don't be afraid to take calculated risks
Learn More About Tommy MelloWant to learn more about Tommy Mello and his approach to business?
Be sure to check out his podcast, "Home Service Expert," and keep an eye out for his upcoming events and speaking engagements.
Related: From Zero to Hero With Roger Wakefield
Originally published Sept 4, 2024 11:31 AM CT, updated May 9, 2025 3:43 PM CT
The post REPLAY: From Hustler to Entrepreneur With Tommy Mello appeared first on Service Autopilot.
On this episode of Profit Roadmap, plumbing industry expert and entrepreneur Roger Wakefield shares his incredible journey from a traditional plumber to a successful business owner leveraging YouTube and social media for marketing.
He talks about the importance of organic SEO, consistency in content creation, and the mindset of abundance in business. Plus, Roger dives into the essential tools for business growth as well as the importance of marketing in hiring. From compelling recruitment strategies, to measuring KPIs, and strong company culture—Roger covers it all in this episode.
Also joining us in this episode is special guest co-host Mike Callahan, entrepreneur and owner/president of SimpleGrowth with 25+ years of experience as a successful business owner.
EPISODE TIMESTAMPS
- [00:00] Intro
- [02:03] About Roger
- [05:38] Getting to the First $1M
- [08:33] The Importance of Consistency
- [11:34] Content Creation Is Key
- [16:34] SHARING the Secret Sauce?!
- [18:48] Using Your Phone for Content
- [22:16] Taking SEO Beyond Words
- [26:46] Leveraging the Power of AI
- [31:31] Tools to Help You Scale
- [33:34] STEAL THIS Hiring Ad!
- [35:49] Mastering Your KPIs
- [39:48] Business Owners: PAY YOURSELF!
- [46:50] The Power of Knowing Your Numbers
- [49:00] Core Values: No Excuses
- [52:52] Outro
Here are some of the key takeaways from our conversation with Roger:
Taking Control of MarketingRoger started his plumbing career in 1980 but faced a significant hurdle —wasting thousands of dollars on ineffective marketing. Frustrated by deceptive marketing companies, he decided to take matters into his own hands and learn digital marketing, focusing on social media and, most importantly, YouTube.
Today, Roger has built the largest plumbing YouTube channel in the world, with over 650,000 subscribers and 125 million views. His success underscores the importance of mastering online presence and leveraging organic content for business growth.
The Organic vs. Paid Advertising DebateOne of Roger’s main marketing strategies is prioritizing organic reach over paid ads. While many businesses focus on paid advertising, he emphasizes the value of SEO, YouTube content, and organic search rankings to create sustainable, long-term visibility.
However, he also acknowledges the importance of balancing both strategies, using ads to boost visibility when necessary while maintaining a solid foundation of organic marketing.
The Road to Your First MillionFor small business owners aiming to hit their first million dollars in revenue, Roger highlights the importance of consistency and patience in marketing efforts.
His approach includes:
- Content Consistency: Posting at least once a week on YouTube and other social platforms.
- SEO Optimization: Making sure content is discoverable through proper tagging and keywords.
- Brand Trust and Awareness: Establishing credibility through informative, value-driven videos.
- Tracking Results: Understanding where leads come from and doubling down on what works.
Overcoming Common Business FearsMany service business owners hesitate to share their expertise publicly, fearing that competitors will copy them or that customers will use the information to DIY their own projects. Roger dismisses this fear, advocating for an abundance mindset.
By sharing valuable knowledge, he has built trust with his audience and positioned himself as an authority, leading to increased business rather than lost customers.
AI and the Future of Home Service BusinessesRoger is forward-thinking about AI’s role in business. He suggests using AI-driven tools such as automated customer responses, CRM-integrated chatbots, and marketing automation to streamline operations and enhance customer interactions.
Business owners who adopt these technologies early will have a competitive edge in efficiency and customer engagement.
Financial Education and KPIs for Business GrowthRoger emphasizes that many business owners fail to grasp their financials. He highlights the importance of tracking key performance indicators (KPIs) such as labor costs, overhead, marketing spend, and profitability.
Understanding these numbers helps entrepreneurs make informed decisions, adjust pricing, and scale their business effectively.
Building a Winning Company CultureCulture is a critical component of business success. Roger believes in hiring employees who align with company core values and delivering exceptional service. He also stresses the importance of training and investing in employees to build a strong, motivated team.
The Roadmap to SuccessRoger Wakefield’s journey is an inspiration to any business owner looking to scale their company and establish a lasting brand. His story proves that embracing digital marketing, leveraging organic growth, understanding business finances, and fostering a strong team culture are all essential ingredients to achieving sustainable success.
If you’re a business owner struggling with marketing or growth strategies, take a page out of Roger’s book—get online, create valuable content, track your numbers, and build a business culture that stands the test of time.
Related: Field Service Industry News With Ryan Yelvington
Originally published March 21, 2025 3:50 PM CT
The post From ZERO to HERO With Roger Wakefield appeared first on Service Autopilot.
Welcome to the Profit Roadmap, where we interview experts to help you grow your field service business. In this episode, our host, Ryan Yelvington, will be jumping into the latest field service industry news that’s been happening in the first quarter of 2025.
Ryan will give you the latest rundown on the biggest key topics shaping the industry right now. From the NOSHA Act to new tariffs, we’ve got you covered.
Since we’ll be covering a wide variety of industries and topics, we’ll be providing the timestamps so you can jump to wherever you need.
EPISODE TIMESTAMPS:
- [00:00] Intro
- [01:13] The NOSHA Act
- [02:31] Steel and Aluminum Tariffs
- [04:20] DHS H-2 Visa Lawsuit
- [05:37] HVACR Efficiency Postponements
- [06:27] Refrigerant Phase Out
- [09:06] New Tankless Water Heater Rule
- [10:52] Outro
General Field Services[01:13] The NOSHA ActOn January 3, 2025, the NOSHA Act, a bill to abolish OSHA, was reintroduced to Congress. Regardless of whether or not it passes, this bill will likely challenge how OSHA standards are created—impacting service businesses like yours.
[02:31] New Tariffs on Steel and AluminumBeginning on March 12, 2025, there will be a new 25% tariff on all steel and aluminum exports. However, the repercussions of this are already starting to be seen in the service industry—with distributors paying more due to an increased demand before the tariffs begin.
[04:20] New Lawsuit Over DHS H-2 Visa RulesAllied industry groups (including FEWA, NALP, SEA, and others) have filed a joint lawsuit against the U.S. Department of Homeland Security (DHS) and U.S. Citizenship and Immigration Services (USCIS) over a rule that governs H-2A and H-2B guest worker visa programs.
HVACR[05:37] Postponing HVACR Efficiency StandardsAs of February 2025, the Department of Energy (DOE) postponed all future HVACR efficiency standards, which includes: central air conditioners, walk-in coolers and freezers, gas instantaneous water heaters, commercial refrigeration equipment, washers and dryers, general service lamps, and air compressors.
Note: Keep in mind, there are currently no finalized air conditioner efficiency standards to delay—meaning this doesn’t undo the standard that went into place 2 years ago.
[06:27] Refrigerant Phase OutThere’s been some buzz around the U.S. Environmental Protection Agency (EPA) dropping some eco-friendly bombshells on the HVAC/R industry. Brace yourselves for two major rules under the American Innovation and Manufacturing (or AIM) Act, designed to kick hydrofluorocarbons (HFCs) to the curb and make our air a little fresher. Keep in mind, some of these rules might change with the change in the new administration.
HVAC and Plumbing[09:06] New Rule on Tankless Water HeatersThe U.S. Department of Energy (DOE) has introduced a new rule that could change how tankless water heater installations are done. This rule will ban non-condensing gas-fired tankless (instantaneous) water heaters starting in 2029. HVAC companies like yours need to understand this change to prepare for its impact. Though, keep in mind that this rule might see some changes with the new administration.
Show Notes—LinksKey resources to check out:
- The NOSHA Act
- Refrigerant phase out
- New tankless water heater rule
Did you know, we have a new YouTube channel? Be sure to like and subscribe to our podcast on all channels so you never miss an episode!
- YouTube
- Apple
- Spotify
Got questions you want answered? Interested in becoming a podcast guest? Just email us at: profitroadmap@xplortechnologies.com
Related: The Latest Hiring Trends and Insights in Field Services
The post Q1 2025 Field Services Industry News With Ryan Yelvington appeared first on Service Autopilot.
Welcome to another episode of the Profit Roadmap, where we interview experts to help you grow your field service business. In this episode, we're diving into payment processing, growth strategies, and operational efficiency with Heather Price and Jonathan Novoa-Miralles from Xplor Pay. Also joining us in this episode is special guest co-host Mike Callahan, entrepreneur and owner/president of SimpleGrowth, with 25+ years of experience as a successful business owner.
In this episode, we cover:
- Why timely payments are critical for cash flow
- The benefits of modernized payment solutions
- How to overcome common objections to payment processing
- PCI compliance and data security best practices
- Strategies for managing high-ticket transactions and recurring revenue
About Heather and JonathanHeather Price (Field Integrated BDR at Xplor Pay) has spent her career helping businesses streamline operations and save money through innovative solutions. Her experience ranges from medical office management to sales, and now she focuses on empowering merchants with tools to grow their businesses efficiently.
Jonathan Novoa-Miralles (Product Enablement Manager at Xplor Pay) brings a ton of expertise in software sales and payment processing. As part of the Xplor Pay team, he helps sales organizations by implementing effective market strategies and making sure clients have access to cutting-edge resources.
Together, they provide valuable insights into how service businesses can optimize their payment processes while maintaining strong relationships with customers.
The Reality of Payment Challenges in Service BusinessesOne of the biggest pain points for service business owners is getting paid on time. As Heather explained, "The most common [issue] that we hear is that it takes way too long to get paid." Lots of companies still use paper invoices, which often sit forgotten on counters and then don’t get paid.
This payment delay can cause cash flow problems, and this is especially true for smaller businesses. Mike Callahan shared this feeling going back to his days running a lawn care company: "Things fell through the cracks... If the guys were taking cash in the truck, it would literally disappear."
The Keys to Financial Success Through Modernized PaymentsIn order to make sure your service business gets paid quickly here’s what Jonathan and Heather recommended:
- Implement Credit Card File PoliciesWhy It Works: Requiring credit cards on file guarantees payment and simplifies billing. "Literally if you ran all the cards... everything from last week, this Tuesday, the money was in the bank," said Mike.
Action Item: Use a system where customers can authorize automatic payments for recurring services. This reduces admin work and improves cash flow predictability.
- Use Technology for Faster PaymentsTools to Use: Platforms like Xplor Pay offer things like next-day funding, automated reminders for expiring cards, and secure portals for customer payments.
Quote to Remember: "You're going to see that in your bank account on Wednesday" for jobs completed on Tuesday, Heather noted. This rapid turnaround helps businesses manage expenses better.
- Focus on Security and CompliancePCI Compliance Matters: Storing sensitive information improperly can lead to legal issues and loss of trust. Heather emphasized, "We don't ever see that full credit card number... It's all encrypted."
Best Practice: Avoid writing down credit card details or storing them insecurely. Instead, use tokenization and encryption technologies to protect customer data.
Overcoming Common Objections to Payment ProcessingMany business owners hesitate to adopt digital payment systems because of concerns about fees and complexity. However, Heather and Jonathan shared compelling reasons to make the switch:
Addressing Fee ConcernsBuild Fees Into Pricing: Treat payment processing costs as part of your overhead recovery budget. "It's not something that's surreptitious," Ryan Yelvington pointed out. Customers won’t feel misled if fees are transparently accounted for.
Save Time, Make More Money: By reducing manual invoicing and collections efforts, you free up time to focus on growing your business. "That's gonna give you more time back in your day to maybe cut two more lawns," Heather said.
Simplifying ImplementationModern Solutions Are User-Friendly: Gone are the days of clunky integrations. Today’s platforms integrate seamlessly with existing software. "There's an all-in-one solution," Ryan highlighted. "You don’t even have to change apps."
Key Takeaways for Service Business OwnersAdopt Recurring Revenue Models: Whether you’re mowing lawns or installing HVAC units, setting up subscription-based agreements builds long-term value and attracts higher acquisition multiples.
Prioritize Customer Convenience: Offering multiple payment options (credit card, ACH, etc.) enhances satisfaction and loyalty. "We're doing everything we can to help you," Heather said.
Stay Compliant and Secure: Protect both your business and your customers by adhering to PCI standards and leveraging encrypted payment systems.
Learn MoreXplor Pay’s team offers personalized support and tailored solutions designed to meet the unique needs of service businesses. To learn more about streamlining payment processes and boosting operational efficiencies, check out the following links below:
- Website
- YouTube
- X
Related: Achieving Profitable Growth in Your Business With Jason Noel
The post Boosting Cash Flow With Heather Price and Jonathan Novoa-Miralles appeared first on Service Autopilot.
Welcome to another episode of the Profit Roadmap, where we interview experts to help you grow your field service business. In this episode, we're diving into financial planning and business profitability with Jason Noel, a master advisor for CEO Warrior with over 20 years of leadership experience in the home service industry. Also joining us in this episode is special guest co-host Mike Callahan, entrepreneur and owner/president of SimpleGrowth, with 25+ years of experience as a successful business owner.
In this episode, we cover:
- Why financial resets are sometimes necessary for business growth
- How to balance cutting expenses while investing in growth
- The critical importance of understanding your numbers
- Leadership's role in financial success
- Creating sustainable financial strategies for 2025
- Building a culture that supports profitability
About JasonJason Noel brings a TON of experience in the plumbing and home services industry, having served in leadership roles at multiple successful companies. After helping businesses achieve significant profitability improvements, including a 90% increase at ARS Indianapolis, Jason joined CEO Warrior as a master advisor. He's spent the last three years helping service business owners scale their operations and build sustainable, profitable companies.
The Reality of Service Business Finances One of the biggest insights Jason shared is that revenue isn't everything. "Just because somebody says they're a ten million dollar business doesn't mean they're making money," he said. Many business owners get caught up in the "shiny object syndrome" of top-line revenue while forgetting profitability.
The Keys to Financial Success Jason outlined several key areas that service businesses should focus on:
Cash Flow Management
- Use a 13-week cash flow projection
- Track both P&L and actual bank account activity
- Plan expenses strategically instead of day-to-day
- Consider timing for major purchases like vehicles
Pricing Strategy
- Build proper billable hour and day rates
- Don't fear charging market-appropriate prices
- Focus on building value rather than competing on price
- Train teams to communicate value effectively
Leadership and Culture True financial success starts with leadership. Jason emphasizes that most business challenges are leadership problems at their core. He recommends:
- Embracing humility as a leader
- Building a team with complementary strengths
- Understanding that you won't find "10 people like you"
- Creating and living by clear core values
The Financial Reset Process When businesses need to adjust their financial strategy, Jason recommends:
- Start with realistic goal-setting based on historical data
- Focus on profitability over revenue
- Analyze department-specific metrics
- Include the leadership team in budget planning
- Look for efficiency improvements before cutting costs
"Most challenges are done in the cost of goods and in your margin and just your efficiencies and your pricing and things like that," Jason explains. "Typically, the last answer is cutting overhead."
Common Financial Mistakes Jason highlighted several pitfalls service businesses should avoid:
- Throwing money at marketing without tracking ROI
- Living day-to-day off the bank account
- Neglecting to understand key performance indicators
- Focusing solely on revenue growth
- Not properly tracking department profitability
Key Takeaways for Service Business Owners1. Know Your Numbers: "Whether you like the numbers or not, you have to know them," Jason emphasizes. Understanding your financial metrics isn't optional for business success. 2. Build Strong Leadership: Focus on developing your leadership team and creating a strong culture based on core values. Success comes from having the right people in the right roles. 3. Plan Strategically: Use tools like 13-week cash flow projections and departmental budgets to make informed decisions rather than reactive choices.
Learn More To learn more about financial planning and business growth strategies, consider attending CEO Warrior's Service Business Live event in Nashville on March 6th and 7th, 2025. This two-day event offers insights into building a more profitable service business and includes hands-on business planning.
- CEO Warrior
- SimpleGrowth
Related: The Latest Hiring Trends and Insights in Field Services
The post Achieving Profitable Growth in Your Service Business With Jason Noel appeared first on Service Autopilot.
Welcome to another episode of the Profit Roadmap, where we interview experts to help you grow your field service business. In this episode, we're diving into the latest hiring trends and insights in the service industry right now. Plus, learn about employee engagement and retention strategies with Bear Duplisea, Senior Account Executive at Applause and former Service Autopilot team member.
In this episode, we cover:
- Why traditional rewards aren't working anymore
- The importance of instant recognition
- How to create genuine employee engagement
- Measuring the impact of employee retention
- Building sustainable business practices
About Our GuestBear Duplisea has spent nearly 25 years working with small and medium-sized business owners. After building Service Autopilot's sales department for over a decade, he moved to Applause to help businesses solve their employee engagement challenges.
The Changing Face of RecognitionBear highlights a big shift in employee motivation: "The paycheck is enough to get us to come to work... but beyond that, to do the above and beyond to be exceptional, there needs to be some other incentive."
He says that today's workforce expects immediate feedback and recognition: "We're used to this instantaneous result. And because of that, the carrot no longer works."
Measuring Success Through Retention"One of our companies saw over a 10-month period, a 26% drop in employee turnover," Bear said. For large companies, this can mean six or seven-figure savings in hiring and training costs.
The Impact of Instant RecognitionBear explains how immediate feedback affects performance:
- Creates instant dopamine hits from customer appreciation
- Builds a customer-obsessed culture
- Helps employees think like business owners
- Reduces callback rates and improves quality
Culture Building Strategies"If you feel really good about your culture and everything like that, and you've put everything out there for the prospective employee and they don't want to work for you... then let them," Bear advises. He emphasizes that culture fit is more important than filling positions quickly.
The Hidden Cost of CallbacksBear also mentioned that revisits are not just a cost of doing business: "People, business owners I talk to all the time chalk that up as the cost of doing business. Good business owners understand, like that's a huge gap."
He breaks down the real impact:
- Every callback is pure loss—fuel, labor, wear-and-tear
- It affects employee overtime and scheduling
- Impacts customer satisfaction and retention
- Reduces overall profitability
The solution? Better employee engagement leads to better customer communication: "Their technicians are now taking the time to explain to customers... They're like, 'I better explain this to this customer because I don't want them to complain.'"
Leadership Lessons from a Lifetime of ServiceBear shared powerful insights learned from his father's 50-year career in business:
"Sales is easy, super easy, because you can be part of the solution or you can be part of the problem. Just don't ever be part of the problem."
This philosophy goes beyond sales to all aspects of business leadership:
- Focus on solutions rather than problems
- Take ownership of outcomes
- Lead by example in customer service
- Build genuine relationships with both employees and customers
He also talked about the fundamental truth about business relationships: "People don't give a sh*t how much you know until they know how much you care." This principle drives successful employee engagement and customer satisfaction.
Key Takeaways:1. Focus on Immediate Recognition * Implement systems for instant feedback * Create visible celebration channels * Connect customer satisfaction to employee rewards 2. Measure What Matters * Track retention improvements * Monitor callback reduction * Calculate cost savings from reduced turnover 3. Build Authentic Relationships * Create genuine connections with employees * Give ownership in outcomes * Listen and respond to feedback
Quote Highlights"If you're dumb, surround yourself with smart people. If you're smart, surround yourself with smart people who disagree with you."—Isaac Jaffe, Sports Night
"People don't give a shit how much you know until they know how much you care, so just care."—Bernie Duplisea, sales expert & entrepreneur
Show Notes—LinksTo discover more about employee engagement solutions for your field service business, visit applausehq.com.
- Applause
- Surviving Christmas (mentioned movie)
-
ELOsoFumarTakes
- Apple
- PodBean
Did you know, we have a new YouTube channel? Be sure to like and subscribe to our podcast on all channels so you never miss an episode!
- YouTube
- Apple
- Spotify
Related: Coaching & Retention in the Service Industry With Chris Crew from Blue Collar
Originally published Jan 9, 2025 5:15 PM CT
The post The Latest Hiring Trends & Insights in Field Services With Bear Duplisea from Applause appeared first on Service Autopilot.
Welcome to another episode of The Profit Roadmap, the premier podcast for field service pros looking to grow their business and stay on top of the latest trends. In this episode, we're diving into coaching and employee retention with Chris Crews, President of the Blue Collar Success Group, who shares invaluable insights on building successful field service businesses through intentional leadership and strong company culture.
In this episode, we cover:
- Why company culture is your most undervalued asset
- How to build and maintain culture through growth
- The truth about training and employee development
- Strategies for hiring and retaining top talent
- The connection between leadership and company culture
About Our GuestChris Crews started as an electrician at age 16, working his way up through new construction before transitioning into service work. He eventually built and sold his own electrical service business, growing it from $3 million to a $30 million operation across five locations.
Today, he leads the Blue Collar Success Group, helping contractors build and grow their businesses to achieve their dreams.
The Truth About Company CultureOne of the biggest misconceptions about culture is that some companies don't have one. Chris says, "Your business doesn't have a culture? It does. It's either by design or by default."
He emphasizes that culture is shaped by both action and inaction - what you do and don't do, what you say and don't say.
Chris also said, "If you have a good culture, you don't have to be the top-paying company in town." Alternatively, "If your culture sucks, it's so bad, it's so toxic, you can't out pay it."
Building Culture From the Ground UpChris outlines several key steps for building a strong company culture:
- Start with Leadership
- Look in the mirror as an owner first
- Model the behavior you want to see
- Set clear intentions for the culture you want to create
- Define Your Foundation
- Establish a clear vision and mission
- Create simple, memorable mission statements
- Develop and communicate core values
- Hire for Cultural Fit
- Implement field interviews with top performers
- Evaluate technical skills AND cultural alignment
- Don't compromise culture fit for technical ability
Training and DevelopmentChris challenges the common practice of only training during slow seasons: "Most people feel time during slow times and think that's the best time to train... but it's not the best time to train."
Instead, he advocates for year-round training because "when you're busy, that's when you need to be increasing performance."
Key Takeaways for Field Service Businesses:
- Culture Assessment
- Survey your team to understand the current culture
- Identify areas for improvement
- Set specific goals for cultural development
- Training Evolution
- Develop year-round training programs
- Focus on engagement and practical application
- Identify and develop internal trainers who want to teach
- Leadership Development
- Begin with a clear vision and purpose
- Focus on personal growth as a leader
- Build systems that support your cultural goals
"Quality questions lead to quality results," Chris said. He encourages business owners to focus not just on knowledge, but on wisdom - the practical application of knowledge to achieve results.
Want to Learn More?To learn more about the Blue Collar Success Group and their approach to building successful field service businesses, visit their website at thebluecollarsuccessgroup.com.
Show Notes Links* WEBSITE: https://www.thebluecollarsuccessgroup.com * YOUTUBE: https://www.youtube.com/channel/UCZpa2-93g_w5vjoqV1Pw6RQ * FACEBOOK: https://www.facebook.com/BlueCollarSuccessGroup/ * INSTAGRAM: https://www.instagram.com/bluecollarsuccessgroup/ * LINKEDIN: https://www.linkedin.com/company/the-blue-collar-success-group/ * TIKTOK: https://www.tiktok.com/@bluecollarsg
Related: Leadership Lessons for Field Service Pros
The post Coaching and Retention in the Service Industry With Chris Crew from Blue Collar appeared first on Service Autopilot.
Welcome to another episode of The Profit Roadmap, the premier podcast for field service pros looking to grow their business and stay on top of the latest trends. In this episode, we're diving into lead generation strategies with our special guests Marlen Weber, Marketing Manager for SA by Service Autopilot, and Kayla Fussell, Marketing Manager […]
The post Modern Lead Gen for Service Businesses With Marlen Weber and Kayla Fussell appeared first on Service Autopilot.
We're diving into the world of leadership with our special guest, Terence Cummings, General Manager of Field Services at Xplor Technologies.
The post Meeting People Where They Are: Leadership Lessons for Field Service Pros appeared first on Service Autopilot.
In this episode, we're diving into the world of SEO with our special guest, Chris St. Jean, Co-Founder & COO of Service.ly.
The post Mastering Local Marketing With Service.ly appeared first on Service Autopilot.
On this episode of the Profit Roadmap, we're talking with Eddie Childs and Michelle Caston from Mediagistic about standing out a crowded marketplace.
The post Stand Out from the Competition With Mediagistic appeared first on Service Autopilot.
On this episode of the Profit Roadmap, we're talking with Ben Stimler, the Director of Strategic Partnerships at One Thing Marketing.
In this episode, we cover:
- The importance of a professional online presence
- How to manage your online reputation effectively
- The power of customer reviews and how to get more of them
- Smart ways to use technology in your marketing efforts
- Tips for creating a strong marketing strategy on a budget
The Digital Storefront: Why Your Website MattersBen reminds us that in today's world, your website is your storefront because this is usually the first impression potential clients have of your business.
Here are some key points to remember:
- Make it professional: Your website should look clean and well-designed
- Easy to use: Put important information like your phone number "above the fold"
- Showcase your services: Clearly list what you offer
- Optimize for search: Make sure Google can find and understand your site
Managing Your Online ReputationYour online reputation can make or break your business.
Here's what Ben suggests:
- Ask for reviews: When a customer is happy, don't be shy about asking them to leave a review
- Respond to all reviews: Whether good or bad, always respond professionally
- Don't get into online battles: If you get a negative review, address it calmly and offer to make things right
- Get more positive reviews: If you do get a negative review, focus on getting more positive ones to balance it out
The Power of Customer ReviewsReviews are super important in today's digital age.
Here’s why:
- They build trust: Good reviews make new customers more likely to choose you
- They improve your search rankings: More reviews can help you show up higher in Google searches
- They provide feedback: Reviews can help you understand what you're doing well and where you can improve
Ben suggests, "When you provide service to someone, first of all, ask them how their experience was. And if they respond in a positive way, ask them to leave a review."
Smart Ways to Use Technology in MarketingWhile fancy new tech is always popping up, Ben recommends focusing on the basics:
- Have a great website: This is your online home base
- Use social media: Platforms like Facebook and Instagram can help, but they shouldn't be your only online presence
- Consider email marketing: It's an effective way to stay in touch with customers
- Use automation: Tools that send automatic text updates to customers can improve communication
Remember, technology should make your life easier and help you serve customers better.
Creating a Strong Marketing Strategy on a BudgetYou don't need a huge budget to have effective marketing. Ben shares some tips:
- Start with low-hanging fruit: Join local business groups or improve your uniforms
- Focus on customer service: Great service leads to good reviews and word-of-mouth referrals
- Be consistent: Keep working on your marketing efforts, even in your off-season
- Invest wisely: Put your money into things that will bring in leads and sales
As Ben puts it, "You need to focus on reputation management and just be ready to think ahead to that marathon, that long-term investment."
Wrapping UpMarketing your field service business doesn't have to be complicated or expensive.
By focusing on the basics—a good website, strong online reputation, great customer service, and smart use of technology—you can attract more customers and grow your business.
Remember, it's a marathon, not a sprint. Keep working at it, and you'll see results over time. As Ben says, "You need to be focusing on all those things together as best you can."
Learn MoreWant to learn more about how One Thing Marketing can help your business? Be sure to check out their website.
Related: Finding Your Company’s “Why” with Drew Larison
The following music was used for this media project:
Music: Summon the Rawk by Kevin MacLeod
Free download:https://filmmusic.io/song/4434-summon-the-rawk
License (CC BY 4.0): https://filmmusic.io/standard-license
The post Mastering Digital Marketing: Insights from One Thing Marketing appeared first on Service Autopilot.
On this episode of the Profit Roadmap, we're talking with Kyle Gargaro, Editorial Director & Associate Publisher of The ACHR NEWS.
We cover some great topics, including:
- The current state of the HVAC industry
- Emerging trends in green technology
- The impact of government regulations
- Strategies for workforce development
- The importance of local government involvement
- And so much more!
Kyle's Journey in HVAC JournalismWith a background in journalism and a career in local newspapers, Kyle joined ACHR News in 2004 as an associate editor.
At that time, his HVAC knowledge was limited to knowing where his air conditioner and furnace were!
Fast forward 20 years, and Kyle is now the Editorial Director of ACHR News.
His dedication and willingness to learn have made him an expert in this field.
The State of the HVAC IndustryKyle says that while residential HVAC may feel like it's slowing down, it's actually just returning to pre-COVID levels.
The pandemic created a surge in home improvement projects, which pulled future business forward.
On the commercial side, there's been significant growth, with a 13% increase reported recently.
Emerging Trends in Green TechnologyThe push for greater energy efficiency is driving innovation in the HVAC industry in two key areas.
- Heat Pumps: These are gaining traction due to government incentives and a focus on decarbonization.
- Geothermal Systems: While not new, geothermal technology is seeing renewed interest thanks to energy efficiency awareness and government support.
Impact of Government RegulationsKyle says that it is really important to stay informed about government regulations especially:
- The refrigerant transition in 2025, moving from R410A to A2Ls
- New overtime rules that will affect how contractors pay their employees
Strategies for Workforce DevelopmentAddressing the ongoing workforce shortage in HVAC, Kyle talked about a few different strategies:
- Market to prospective employees like you would to customers
- Use social media, especially Instagram, to reach younger potential hires
- Create an attractive work environment with perks like gym memberships or game rooms
- Offer incentives for current employees to recruit new talent
- Focus on recruiting veterans and women, two often overlooked groups in HVAC
The Importance of Local Government InvolvementKyle stresses that local government can significantly impact day-to-day business operations.
While it might be tougher to find information about local policies, engaging with local governments can be more beneficial.
Local officials are more likely to care about the jobs you provide in the community.
Advice for HVAC ProfessionalsFor those just starting in HVAC or looking to grow their business, Kyle offers this advice:
- Join industry associations to network and stay informed
- Invest in training for yourself and your employees
- Stay up-to-date with technology and regulations
- Consider expanding into indoor air quality services
- Use education as a marketing tool to engage customers
Learn More About ACHR NewsTo stay informed about the latest HVAC industry trends, check out ACHRnews.com. You can find daily updates, podcasts, videos, and webinars covering all aspects of the HVAC industry.
Also, be sure to check out these links to items Kyle mentioned in the podcast:
- Field Services Academy
- ACCA
- Service Roundtable
Related: Navigating Climate Change in the HVAC Industry: Insights from Tim Fisher
The following music was used for this media project:
Music: Summon the Rawk by Kevin MacLeod
Free download:https://filmmusic.io/song/4434-summon-the-rawk
License (CC BY 4.0): https://filmmusic.io/standard-license
The post Service Industry News Updates With Kyle Gargaro appeared first on Service Autopilot.
On this episode of the Profit Roadmap, we're talking with Tommy Mello, founder of A1 Garage Door Service, the largest garage door company in America. Tommy is also the host of the popular podcast "Home Service Expert" and a successful author.
We cover some great topics, including:
- How to turn technicians into sales superstars
- The importance of company culture and leadership
- Using technology to grow your business
- The power of branding in home services
- And so much more!
Tommy's StoryTommy's journey to success is a true American dream story.
Born and raised in Sterling Heights, Michigan, Tommy learned the value of hard work at a young age.
With divorced parents and a mom working three jobs, Tommy started mowing lawns and shoveling snow to earn money as a kid.
At age 12, he began washing dishes under the table at a local restaurant, and that hard work laid the foundation for his future success.
Tommy moved to Phoenix at 16 and started a landscaping company.
By 20, he was earning $30,000 a month from various hustles, including bartending and flipping cars.
Tommy eventually landed in the garage door industry by painting garage doors for a friend.
He started his own business (A1 Garage Door), making every mistake in the book along the way, but eventually grew his company to $200+ million in revenue.
Turning Technicians into Sales SuperstarsTommy believes that selling is a natural part of human interaction and that technicians don't need to become stereotypical "salespeople."
Tommy focuses on teaching his technicians to:
- Smile and make eye contact
- Say "thank you" and show appreciation
- Listen actively to customer needs
- Provide options and educate customers
- Treat customers like family
He emphasizes that sales is about being a good human and helping customers make the best decisions for their homes.
The Power of Company CultureTommy has built a strong company culture based on transparency and meritocracy.
He shares all company financials with employees and encourages healthy competition.
Technicians can see each other's performance metrics, fostering a culture of continuous improvement.
To motivate his team, Tommy uses a "dream manager" approach.
The company helps employees discover their personal dreams and goals and then ties those aspirations to their work performance.
Leveraging Technology for GrowthA1 Garage Door Service uses a variety of software to streamline operations and improve customer service.
Some key tools include:
- Business intelligence software for data analysis
- AI-powered call analysis to improve customer interactions
- Advanced dispatch systems to optimize technician routes
- Social media management tools for marketing
The Importance of BrandingOne of Tommy's game-changing moves was investing in proper branding.
A strong, consistent brand across all touchpoints - from trucks to uniforms to marketing materials - has helped A1 Garage Door Service stand out in a crowded market.
Advice for Aspiring EntrepreneursTommy's advice for those looking to grow their service businesses to the next level is:
- Invest in yourself and never stop learning
- Surround yourself with successful people in your industry
- Focus on building a great team and company culture
- Use technology to streamline operations and improve customer service
- Don't be afraid to take calculated risks
Learn More About Tommy MelloWant to learn more about Tommy Mello and his approach to business?
Be sure to check out his podcast, "Home Service Expert," and keep an eye out for his upcoming events and speaking engagements.
Related: Mastering Social Media for Service Businesses
Originally published Sept 4, 2024 11:31 AM CT
The following music was used for this media project:
Music: Summon the Rawk by Kevin MacLeod
Free download:https://filmmusic.io/song/4434-summon-the-rawk
License (CC BY 4.0): https://filmmusic.io/standard-license
The post Turning Technicians into Sales Superstars: Lessons from Tommy Mello appeared first on Service Autopilot.
On this episode of the Profit Roadmap podcast, Ryan and Bekah chat with Britany Cruz and Marlen Weber from Xplor, and Paul Baccaro from Social Jazz.
They cover:
- The importance of social media for service businesses
- How to create engaging content for your social platforms
- The role of AI in social media marketing
- Tips for getting started with social media marketing
- And so much more!
Why Social Media Matters for Service BusinessesOne of the biggest challenges for service businesses today is standing out online, but this is still one of the easiest ways to connect with potential clients.
Paul explained that social media is where people's attention is focused nowadays. He said, "Every marketer is trying to get where the eyeballs are at and they're all in social."
Creating Engaging ContentWhen it comes to creating content for social media, the guests had some great advice:
- Be authentic: Marlen talked about the importance of showing your personality and humanizing your brand.
- Use video: Britany mentioned that video content, especially short-form video, has become super popular.
- Tell your story: Paul suggested sharing behind-the-scenes content and explaining why you do what you do.
Wondering what kind of content you can create for your field services brand?
Here are a few popular topics you can use:
- Answering client questions
- Entertaining content that surprises or delights your audience
- Educating your clients on my services/products are important
The Power of AI in Social Media MarketingThe group had an interesting discussion about how AI is changing social media marketing.
Paul said that his company, Social Jazz, is exploring ways to use AI to help businesses create better content.
Britany shared that she uses AI tools like ChatGPT every day to help with content creation, writing captions for social media, and helping to spark new ideas.
Even though AI is getting better every day, all of the guests agreed that AI isn't a replacement for human creativity.
As Paul put it, "The AI is a great tool to help you get there quicker, but ultimately you're still the one driving it and telling it what you want."
Getting Started with Social Media MarketingFor businesses just starting out with social media marketing, the experts had some advice:
- Start with the basics: Britany suggested focusing on YouTube, Facebook, and Instagram to begin with.
- Use scheduling tools: Paul talked about how Social Jazz helps businesses plan and schedule their social media posts.
- Take lots of pictures: Paul also encouraged business owners to take more photos throughout their day for content.
- Don't be afraid to be "cringy": Marlen said, "Everything is cringe until you're successful."
Responding to Comments and ReviewsThe group also talked about how important it is to connect with your audience in the comments section.
Marlen said, "The comment section is your stage. That's where people are looking to see how you present yourself, how you talk, your personality, your voice."
What about negative comments and reviews?
This is your chance to make things right and address these things head on–ultimately they can make a bigger positive impact than a bunch of light 5-star reviews.
Social Media as a Recruiting ToolDid you know that social media can play a role in recruiting?
Marlen said that potential employees will usually check out a company's social media page to get a feel for the culture and how they treat their customers.
Pro Tip: Be sure to feature your team on your social media pages every now and then.
Tips for Social Media SuccessTo wrap up the episode, the experts offered some final tips for social media success:
- Be consistent: Regular posting is key to building an audience.
- Use trending audio: Britany suggested using popular songs or sounds in your video content.
- Show your personality: Don't be afraid to let your brand's unique voice shine through.
- Engage with your audience: Respond to comments and messages to build relationships.
- Track your results: Use analytics to see what content is performing best and adjust your strategy accordingly.
Learn MoreWant to learn more? Check out the websites for SocialJazz (or here for Fieldedge members) and Xplor.
Related: Mowing Down Inefficiency: Jason Thomas’s Tech Revolution at Don’s Lawns
The post Mastering Social Media for Service Businesses With Social Jazz, Marlen Weber, and Britany Cruz appeared first on Service Autopilot.
On this episode of the Profit Roadmap podcast, Ryan chats with Brielle Ware, Human Resources Director at Xplor Technologies.
In this episode, Brielle talks about:
- The importance of effective onboarding for new employees
- Developing a strong company culture
- Handling workplace conflicts and communication issues
- Budget-friendly ways to train and develop employees
- The role of technology in modern HR practices
- And so much more!
From Target to HR DirectorBrielle Ware's journey into human resources began with a simple desire to work at Target when she was 13 years old.
At 16, she got her first job at Target and worked and her boss recommended her for an HR assistant position at a new store opening.
This experience led Brielle to change her concentration to human resources, and she's never looked back since.
Now, with nearly 15 years of experience in HR, Brielle serves as the Human Resources Director for Xplor Technologies, the parent company of FieldEdge and Service Autopilot.
Creating a Welcoming Environment for New EmployeesBrielle talked about the importance of making new employees feel comfortable even before their first day.
Here are a few tips she recommends:
- Stay in touch with new hires between offer acceptance and start date
- Provide clear information about what to expect on the first day and week
- Make introductions to team members and stakeholders
- Assigning a "culture champion" as a buddy for the new employee
- Use an orientation program to help understand the big picture of the company
At Xplor Technologies, they have the "Explore Liftoff" program, which gives new team members a deep dive into the company's structure, divisions, and products within their first month.
Developing a Unique Company CultureBrielle defines company culture as "the personality of an organization."
To develop a strong culture, Brielle says it is really important to involve employees in creating company values.
This can be done through roundtable sessions with employees from different areas of the business.
The goal is to establish values that employees can identify with and live day-to-day, and there should be real-life examples that show this.
Handling Workplace ConflictsEven the best companies can still face internal conflicts between employees.
Brielle recommends understanding that each person prefers to communicate differently.
She focuses on facilitating introductions and connections between team members to improve understanding.
When conflicts do happen, it's important to approach them with the assumption of good intentions and take time to understand the situation before reacting.
Brielle also talked about building trust and maintaining confidentiality in tough situations like this.
She also recommends using team-building activities to improve understanding and cooperation between team members.
Budget-Friendly Employee Training and DevelopmentTo help employees learn and grow without breaking the bank, Brielle recommends creating an interactive orientation program involving employees from different departments.
She likes to offer job shadowing opportunities and utilize in-house experts for system and software training.
Partnering junior employees with senior employees for mentorship can be really helpful too.
The Role of Technology in HRBrielle also talked about several HR tech tools that can make a huge difference including payroll systems with integrated HR modules, employee survey tools for gathering feedback, and performance management software.
She also mentioned benefits management systems, document libraries for employee files, and Learning Management Systems (LMS) for ongoing training.
Lastly, Brielle says it is important to have an onboarding system (or bot) to provide new employees with reminders and information throughout their first few months.
The Most Inspiring Aspect of HRFor Brielle, the most rewarding part of working in HR is connecting with people from different backgrounds and unique personalities.
She finds joy in seeing employees grow in their careers, even when they move on to other opportunities.
Brielle believes that HR provides a unique opportunity to connect with every employee and help solve problems across different teams.
Want to learn more about Brielle’s work at Xplor? Just visit Xplor’s website to learn more.
Related: Mowing Down Inefficiency with Jason Thomas
The following music was used for this media project:
Music: Summon the Rawk by Kevin MacLeod
Free download:https://filmmusic.io/song/4434-summon-the-rawk
License (CC BY 4.0): https://filmmusic.io/standard-license
The post Modernizing HR Practices With Brielle Ware appeared first on Service Autopilot.
On this episode of the Profit Roadmap podcast, Ryan and Bekah chat with Jason Thomas from Don’s Lawns in Oklahoma City.
In this episode, Jason talks about:
- Overcoming resistance to change in the workplace
- Using automation to improve client communication
- Innovative tools for gathering client reviews
- Growing revenue without increasing staff
- And so much more!
From Pest Control to Lawn CareJason Thomas wasn't always in the lawn care business.
In 2016, he and his brother started Bug Bros Pest Control in Kansas and they expanded to Tulsa, Oklahoma in 2018.
Their big move came in May 2021 when they bought Don's Lawns in Oklahoma City.
A Business Stuck in the PastWhen Jason took over Don's Lawns, it was stuck in the past, and the business was run like it was 20 years ago.
The office was still using a desktop-only version of scheduling software, which had recently been upgraded to a cloud-based version.
Grow Your Lawn Care Business... Faster (and with Less Stress)Instant invoicing
Better scheduling
Manage your clients and employees all in one system
Start Software TourOn top of that, they weren't taking advantage of any mobile applications for fieldwork which meant that communication between the office and field technicians was slow and inefficient.
Paper forms were still being used for job reports, which led to delays in billing and client follow-ups.
The lack of real-time data made it difficult to make quick decisions or respond promptly to client questions.
Additionally, the manual processes required a lot of manpower, which limited the company's ability to grow without significantly increasing staff.
Jason realized that what had worked 20 years ago wasn’t working today, and it was even negatively impacting client satisfaction.
It was clear that a major overhaul was needed to bring Don's Lawns up to speed with modern lawn care businesses.
Bringing Don's Lawns into the Modern AgeJason saw a chance to make big changes with technology that could lead to more efficiency and happier clients
One of the first things Jason did was introduce new software, Service Autopilot, to help with scheduling, routing, and invoicing.
The goal was to make everything run smoother and faster, but getting everyone on board wasn't easy.
To win the team over, Jason showed them how the new tech would make their jobs easier in the long run.
He explained that it might take a little more time now, but it would save a lot of time later.
Embracing Innovative ToolsJason didn't stop there, and he kept looking for new ways to use technology.
One cool tool he found is called Applause which sends clients a text after their lawn is treated, asking them to rate the service.
If they give a high rating, it asks them to leave a Google review.
This has helped Don's Lawns get 3,000 five-star reviews in just three years!
The Applause tool also allows technicians to see their performance on a leaderboard, adding a fun competitive element to their work.
Technicians can earn bonuses for five-star reviews, which are automatically added to their Applause account which has been a hit with the team.
Automating Client CommunicationAnother big win was using automation for client communication.
Now, clients get automatic updates about their appointments and helpful tips about lawn care which keeps clients in the loop and makes them feel valued.
The #1 Way to Put Your Everyday Tasks on AutopilotStart Software TourJason implemented a system where technicians fill out a "lawn conditions" form after each visit.
This form checks for things like weed percentage, grub damage, and soil compaction.
If issues are detected, the system automatically sends the client an email with recommendations and creates a ticket for the office to follow up on potential upsell opportunities.
Reaping the Rewards of TechnologyAll these changes have paid off big time.
Since Jason bought Don's Lawns, the company's revenue has grown by 50% without hiring any additional staff.
It was all about using the right software and tools to streamline their business and maximize efficiency.
Jason also mentioned that their accounts receivable have significantly improved thanks to automated collection efforts.
This has made cash flow management much easier for the business.
Looking to the FutureBut Jason isn't done yet, and he has big plans for the future.
He's excited about using AI to help with sales and client service, and he even imagines a day when lawn care technicians might wear smart glasses to help them do their jobs better.
These smart glasses could allow technicians to easily consult with team leads or managers, showing them exactly what they're seeing in the field.
Jason also envisions using this technology to record service visits, providing proof of service and a valuable training tool.
Jason's Advice for OthersFor businesses looking to adopt new technologies, Jason says that one of the most important things is getting team buy-in.
He suggests clearly communicating how the changes will benefit each team member personally.
He also advises starting with a solid foundation which should include scheduling, routing, and invoicing software.
Learn MoreWant to learn more about Jason and Don’s Lawns? Be sure to visit their website or give them a call at 405-336-3368.
Related: Increasing Sales and Efficiency in Outdoor Services With AI
The following music was used for this media project:
Music: Summon the Rawk by Kevin MacLeod
Free download:https://filmmusic.io/song/4434-summon-the-rawk
License (CC BY 4.0): https://filmmusic.io/standard-license
The post Mowing Down Inefficiency: Jason Thomas's Tech Revolution at Don's Lawns appeared first on Service Autopilot.
On this episode of the Profit Roadmap podcast, Ryan and Bekah chat with Tim Fisher, the Director of Market Intelligence at HARDI.
In this episode, Tim talks about:
- Climate change
- Keeping your team safe during extreme weather
- How to adopt new HVAC technology
- And so much more!
Tim’s BackgroundTim Fisher is the Market Intelligence Director at HARDI, the leading research and education trade association for the HVAC industry, and his journey into the industry was a "happy accident."
Previously, Tim worked for a trade association in Columbus, Ohio focused on economic development and infrastructure finance.
With a background in economics, he was looking for an opportunity more in line with his expertise when he came across HARDI on LinkedIn.
Tim joined the HARDI team about five years ago, and has leveled up his HVAC knowledge since then.
In his role as Market Intelligence Director, Tim oversees HARDI’s market data and research initiatives, helping to provide valuable insights to HVAC professionals and businesses.
Warmer WeatherTim says that as the weather gets warmer, people will use their air conditioners more.
This is good for HVAC companies because it means more work, but it also means the government might start looking more closely at the industry.
They want to make sure the AC units are using energy in a smart way.
To help customers understand why they need a good AC, Tim thinks HVAC pros should talk about the weather getting hotter.
They can show how this will make electric bills more expensive if the AC is old or not working well. Getting a better AC now, even if it costs more, could save money later.
Weather Safety For TechsTim also thinks it's important for HVAC businesses to make sure their workers are safe when it's super hot or cold outside. They can do things like:
- Have water and cooling towels in the work trucks
- Let workers take breaks in the shade or air conditioning
- Schedule jobs for times when it's not as hot if possible
- Have workers team up so they can take turns
Advances in HVAC TechnologyUsing technology is another big opportunity for HVAC companies. Tim talked about things like smart HVAC systems that are connected to the internet.
In the future, these could help find problems before they happen as well as provide some diagnostic tools without having to come onsite.
HVAC FinancingAs units get more high-tech and expensive, Tim says offering financing is very important.
Monthly payment plans make expensive units seem more affordable, like how people buy cars.
He also shared that some governments and utility companies offer discounts for energy-efficient units, and HVAC businesses can help customers find and use these discounts.
The Role of Industry AssociationsTim also talked about how important it is to be part of industry associations and events.
This includes attending trade shows and conferences, participating in peer groups, and staying up-to-date with the latest news and trends through newsletters and websites.
By leveraging the collective knowledge and experience of the industry, HVAC businesses can stay competitive and adapt to the changing landscape.
Looking to the FutureAs the HVAC industry continues to evolve, it's important for businesses to stay proactive and embrace change.
This means investing in the development of their teams, whether it's through technical training or leadership skills.
It also means being open to new technologies and business models. Because even though connected devices may seem foreign now, they also present opportunities for HVAC companies to stand out with great service and expertise.
Ultimately, the future belongs to those who are willing to learn, adapt, and innovate. By staying informed, leveraging data, and focusing on customer needs, HVAC businesses can thrive in the face of any challenge.
Learn MoreWant to learn more about Tim and HARDI? Be sure to visit their website to see how this organization can help your business.
Related: Increasing Sales and Efficiency in Outdoor Services With AI
The following music was used for this media project:
Music: Summon the Rawk by Kevin MacLeod
Free download:https://filmmusic.io/song/4434-summon-the-rawk
License (CC BY 4.0): https://filmmusic.io/standard-license
The post Navigating Climate Change in the HVAC Industry: Insights from Tim Fisher appeared first on Service Autopilot.
On this episode of the Profit Roadmap podcast, Ryan and Bekah chat with the founder of Deep Lawn, Joel Northrup.
In this episode, Joel will teach you how to:
- Save time and get more quotes out
- Leverage AI technology in your business
- Ensure accurate pricing
- And so much more!
About JoelJoel Northrup, the founder of Deep Lawn, knows the lawn care industry inside and out.
He’s been in the lawn care industry for over 15 years and got his start in his teens mowing lawns with his brother.
While this started out as an easy way to earn some extra cash for college, it quickly turned into a real business that they ran for nearly a decade.
Identifying Challenges in the Lawn Care IndustryAs Joel gained experience in the industry, he noticed several challenges that lawn care companies faced.
One of the biggest issues was the time-consuming process of providing quotes to potential clients.
"The old quoting process was very time-consuming. A salesperson would have to drive to the property, measure the lawn with a measuring wheel, and then provide a quote. It could take days or even weeks to get a price to the customer."
We all know that time is really important for closing a sale, and that’s when Joel knew that something had to change.
He wanted to leverage technology to solve these problems and help lawn care businesses become more efficient and profitable.
The Birth of Deep Lawn: Harnessing AI and Geospatial DataIn 2021, Joel launched Deep Lawn, a cutting-edge platform for lawn care and outdoor service companies to provide instant quotes to prospects directly on their websites.
By using the power of artificial intelligence (AI) and geospatial data, Deep Lawn can accurately measure lawns and properties using satellite imagery.
"With Deep Lawn, you can just search an address and the AI automatically measures the property and generates a price quote in just minutes. No more driving to the property or manually measuring the lawn."
Beyond Quotes: Deep Lawn's Advanced FeaturesBut Deep Lawn offers more than just quick and accurate quotes.
The platform also provides tools to help businesses make smarter pricing decisions and target the right clients.
With "geo-pricing," companies can set different prices based on the location of the property which accounts for things like drive time.
Since its launch, Deep Lawn has helped hundreds of lawn care companies increase their close rates and boost sales.
The Future of Continuous InnovationLooking to the future, Joel and his team are enhancing the platform with even faster AI, more customization options, and seamless integration with Service Autopilot.
Grow Your Lawn Care Business... Faster (and with Less Stress)Instant invoicing
Better scheduling
Manage your clients and employees all in one system
Start Software TourJoel's mission is to keep innovating and providing the tools that empower lawn and outdoor service businesses to thrive in the digital age.
As the lawn care industry continues to evolve, entrepreneurs like Joel Northrup and innovative platforms like Deep Lawn are leading the way.
By embracing technology and data-driven solutions, lawn care companies can streamline their operations, provide better service to their customers, and ultimately grow their businesses.
Learn MoreWant to learn more about Joel and Deep Lawn? Be sure to visit their website to see how you can use this cutting-edge technology
Related: Building a Better Business with Jason Brassfield
The following music was used for this media project:
Music: Summon the Rawk by Kevin MacLeod
Free download:https://filmmusic.io/song/4434-summon-the-rawk
License (CC BY 4.0): https://filmmusic.io/standard-license
The post Increasing Sales and Efficiency in Outdoor Services with AI appeared first on Service Autopilot.
On this episode of the Profit Roadmap podcast, Ryan and Bekah chat with entrepreneur, coach, and cleaning business founder, Libby Delucien.
In this episode, Libby will teach you how to:
- Lead through uncertainty with honesty and consistency
- Create morning routines to provide stability
- Empower teams with technology
- Make data-driven decisions
- And so much more!
About LibbyLibby DeLucian is a serial business owner based in Fort Myers, Florida. Libby has launched several successful businesses in the home service industry, including professional organizing, cleaning, and building epic recruiting services.
Leading Through Uncertain TimesWhen leading a team through uncertain times, Libby says it is important to be open and honest. "If you don't know the answers, it's okay to say 'I don't know the answers.'"
That said, Libby recommends being consistent and stable during those challenging periods.
For her, that means having a morning routine that includes exercise, time with her husband, yoga or meditation, learning, and reviewing company numbers.
Empowering Your Team Through TechnologyLibby is a big believer in using technology to empower her team and scale her businesses.
She documents processes and creates "micro playbooks" that walk team members through different scenarios, from handling customer complaints to preparing for a hurricane.
However, Libby cautions against relying too heavily on automation at the expense of the human touch, "Automation has a place, and we need to make sure we're automating the right thing." Instead of automating customer communication, Libby automates reminders for her customer success manager to reach out personally.
Overcoming Imposter Syndrome and Self-DoubtLike many entrepreneurs, Libby has struggled with imposter syndrome and self-doubt.
"We struggle a lot with self-confidence," she says of female business owners. "It's how girls, and women, are raised."
To combat these feelings, Libby goes back to the strength of her morning routine and a supportive group of peers.
She also says that ultimately comes down to authenticity. "Authenticity is the new currency. Be yourself. Don't try to be something you're not."
Balancing Empathy and Logic as a LeaderAs a female entrepreneur in a male-dominated industry, Libby has learned to leverage her emotional intelligence while also making data-driven decisions.
She recognizes that empathy is so important for creating connections and building strong teams.
At the same time, Libby stresses the need to separate emotions from decision-making and the ability to use data.
"Emotions are great for helping create connection but when it comes to making a decision, we want to use more data."
Tracking Metrics and Making Data-Driven DecisionsTo make informed decisions as a leader, Libby relies heavily on data and metrics on things like customer churn rates, employee turnover, and marketing spend to help her get a solid understanding of the health of her business.
Lessons Learned from Overcoming AdversityLibby's journey to success hasn't been easy. She's overcome abusive relationships, divorce, and starting over from scratch.
That said, she sees these experiences as a source of strength, not weakness.
"We can go through bad things, but it doesn't define who we are," Libby says.
"It's okay. It doesn't matter what happened to you in your past because it doesn't define you. It actually is one of those things that can actually benefit you because it's how I'm so strong when it comes to difficult moments or difficult decisions."
The Power of Saying No and Staying FocusedAs her businesses have grown, Libby has learned the importance of saying no and staying focused on her goals.
She uses tools like time blocking and the "Perfect Week" framework to ensure she's making the most of her time and energy.
Libby also says it is key to invest in your own team before saying yes to outside commitments.
"I was saying yes to everybody. I was helping other entrepreneurs. I was helping friends. I was helping other parents. But you know who I wasn't saying yes to? I wasn't saying yes to my own employees."
Learn MoreWant to learn more about Libby and her business? Be sure to visit her website to find lots more information about her and her coaching business.
Related: Secrets to Building a Multimillion-Dollar Cleaning Empire with Debbie Sardone
The following music was used for this media project:
Music: Summon the Rawk by Kevin MacLeod
Free download:https://filmmusic.io/song/4434-summon-the-rawk
License (CC BY 4.0): https://filmmusic.io/standard-license
The post Empowering Your Team Through Technology and Empathy: Lessons from Libby DeLucian appeared first on Service Autopilot.
On this episode of the Profit Roadmap podcast, Ryan and Bekah chat with Drew Larison of Larison Media.
In this episode, Drew shows you how to:
- Discover your company’s why
- Build core values that matter
- Provide true value through marketing
- And so much more!
About Drew LarisonDrew Larison has been in the marketing agency space for close to 15 years. He got his start working at an agency in his early 20s, where he learned the ropes of the business.
After three years there, Drew decided to venture out on his own and founded Larison Media in June 2014.
In the beginning, Larison Media helped anyone and everyone but as they grew, they found their niche in serving home service businesses.
Drew has a passion for helping home service professionals increase their impact in their local communities and beyond.
He believes small businesses are the ones truly making a difference in people's lives.
The Power of Finding Your "Why"Drew believes that finding your company's "why" is incredibly powerful, and it becomes your North Star to guide every decision.
Larison Media went through a "why discovery" process a few years ago to really understand the deeper purpose behind what they do.
They realized their why is "to partner with small businesses in hopes to increase their impact internally, locally and beyond, so that together we can change the world."
This drives everything they do - it's written on their walls and comes out of their mouths daily.
Discovering your why makes decision-making so much easier, from hiring to investing in the company.
If something aligns with the why, you do it. If not, you don't. It's that simple.
Drew encourages all businesses to go through the process of uncovering their deeper purpose.
While a nice logo and branding are important, it's the substance behind it - the why - that really matters and motivates both employees and customers.
Your Core Values MatterAt Larison Media, one of their core values is the word "better" because they want better for themselves, their team, and their clients.
Another core value is "ownership" - they own up to successes and failures with a desire to celebrate or repair.
Drew says he cares more about how employees respond when they make a mistake than the mistake itself.
Having clear, meaningful core values provides a framework for company culture and operations and helps his team do their best work.
Grow Your Lawn Care Business... Faster (and with Less Stress)Instant invoicing
Better scheduling
Manage your clients and employees all in one system
Start Software TourProviding True Value Through MarketingDrew makes a key distinction between advertising (the short game), marketing (the long game), and branding.
Marketing is any action or idea that increases your brand's positive perception. Effective marketing provides value and makes people think higher of your company.
It could be how your employees interact with clients, the content you create, or the overall experience you deliver. The goal is to make the customer the hero, not just promote your services.
People don't buy what you do, but why you do it.
The most impactful marketing solves problems, answers questions, and meets needs. It's not about you, but about them.
How can you help make their lives better or easier? Share content that educates, informs, and provides tools and resources.
Lastly, be generous. Building trust and authority through genuinely valuable marketing pays off long-term loyalty and referrals.
Have Fun and Humanize Your BrandOn social media, Drew says to stop posting like it's a billboard.
Entertain, educate, and provide value instead.
Document the behind-the-scenes of your business in an authentic way that connects with your audience.
Your website shouldn't just exist - make it an active tool to gain more business through helpful content.
Most importantly, have fun! This is your chance to humanize your company's brand.
People want to do business with people, not faceless corporations and Drew says the best way to do that is by:
- Sharing employee stories
- Showcasing your company culture and values
- Build real relationships
On AIWhile new technologies like AI continue improving, Drew says they will replace tasks, not people.
AI can increase efficiency so humans have more time for what only we can do best - make real connections.
Marketing still requires creativity, empathy, humor, and heart.
Focus on the human side of your brand to make the biggest impact.
Learn MoreWant to learn more about Drew and Larison Media? Be sure to visit his website to find lots more information about her and her coaching business.
Related: Unlocking Growth: Jack Nagy Shares His Field Service Marketing Secrets
The following music was used for this media project:
Music: Summon the Rawk by Kevin MacLeod
Free download:https://filmmusic.io/song/4434-summon-the-rawk
License (CC BY 4.0): https://filmmusic.io/standard-license
The post Finding Your Company's “Why” With Drew Larison appeared first on Service Autopilot.
On this episode of the Profit Roadmap podcast, Ryan and Bekah chat with Dawn Wasicek, Principal Consultant, and Jenny Benbrook, CEO, of Powerhouse Consulting Group.
In this episode, Dawn and Jenny share their valuable insights and proven strategies that will help you:
- Leverage service management software for growth
- Train your team for success
- Discover why trusted partners matter
- And so much more!
BackgroundsJenny has spent the last 16 years working in HVAC, but loves working with a variety of different home services industries.
She has seen firsthand how important the right software is for service industries, and how using that software can make a huge difference.
Dawn has a unique background working in several different industries before coming into the HVAC world about 10 years ago.
She loves helping industries streamline operations and use software more effectively.
The Importance of a Solid FoundationWhen using a service management software, Jenny and Dawn both talked about how important it was to have a solid foundation.
As Jenny said, "It's not just getting the data over and getting live, but thinking through your workflows. What needs to change in order to maximize the software?"
Dawn expanded further and talked about how lots of contractors rush through the implementation process and don’t get much past the basics of the software.
Grow Your Lawn Care Business... Faster (and with Less Stress)Instant invoicing
Better scheduling
Manage your clients and employees all in one system
Start Software TourOngoing Management and TrainingIn order to maximize service software you have to have a deep understanding of training and management.
Jenny talked about how beyond the foundation you have to have a process in place for documentation, training plans, and ways to overcome additional challenges as the company scales.
When you have that all in place it makes it easier to hire new people, serve more clients, and grow the business even faster.
The Role of a Trusted PartnerJenny and Dawn both talked about how busy service business owners are and how a trusted partner can be a game changer when it comes to software.
That partner can serve as a "fiduciary" for the business, understanding the unique needs and challenges, and providing tailored solutions to maximize the software's capabilities.
As Dawn mentioned, "We do have a phrase here at Powerhouse that I kind of coined, and that's 'ask me how I know.' And that's because we've been there. We do understand, we understand how hard it is, but also we can help get them over that hurdle."
Embracing Emerging TechnologiesBeyond the software itself, the Powerhouse team also talked about the importance of leveraging technology to enhance communication, collaboration, and efficiency.
And even though AI is a huge buzzword right now, it is important for service businesses to brace these new technology trends.
As Jenny said, "Embracing technology, embracing automation and embracing AI, even though it's really scary, at least it is to me, it's a beautiful thing in the industry."
Ultimately, technology is really about helping businesses get more done and leverage their true capabilities.
The Benefits of OptimizationBy optimizing service management software and embracing the power of technology, service businesses can unlock new levels of growth, profitability, and work-life balance for their teams.
The Powerhouse team said that the best way to do this is by taking a strategic, holistic approach that puts the unique needs of the business front and center.
From there, it is so much easier to make a plan that will help businesses achieve their goals for revenue, growth, and other important key performance indicators (KPIs).
Improving Communication and CollaborationOne area where technology can have a significant impact is in boosting communication and collaboration within the service business.
Jenny and Dawn emphasized the value of leveraging features like two-way texting, instant messaging, and shared access to job information.
By improving communication, service businesses can ensure that critical information is shared across the organization, from the office to the field.
This can lead to better coordination, faster response times, and more satisfied customers.
Maximizing the EcosystemIn addition to optimizing the core service management software, the Powerhouse team talked about the importance of understanding and leveraging third-party integrations.
As Jenny said, "If there is not a native ability to do something within the software, where do we go next? Chances are there's a third-party technology partner ready to solve that problem."
By exploring the full range of software and integration options, service businesses can tailor their technology stack to address their unique needs and challenges.
Ultimately this helps maximize efficiency, improve data visibility, and a more streamlined operation.
The Power of Data-Driven InsightsFinally, the Powerhouse team talked about the massive potential of data-driven insights that come with using the right service management software.
Jenny and Dawn talked about the importance of establishing proper data management practices and workflows to ensure that the data flowing into the software is accurate and reliable.
When you do that you can unlock valuable insights that inform strategic decision-making and drive continuous improvement.
Learn MoreWant to learn more about Powerhouse Consulting Group? Be sure to visit their website to find lots more information about her and her coaching business.
Related: Unlocking Growth: Jack Nagy Shares His Field Service Marketing Secrets
The following music was used for this media project:
Music: Summon the Rawk by Kevin MacLeod
Free download:https://filmmusic.io/song/4434-summon-the-rawk
License (CC BY 4.0): https://filmmusic.io/standard-license
The post Empowering Service Businesses Through Innovative Software Strategies appeared first on Service Autopilot.
On this episode of the Profit Roadmap podcast, Bekah sits down with Debbie Sardone. She is an incredibly successful entrepreneur, cleaning business owner, coach, and the list goes on.
In this episode, Debbie shares her valuable insights and proven strategies that will help you:
- Build a thriving corporate culture
- Accurately price services for profit
- Find and keep the best employees
- And so much more!
From Solopreneur to Founder of SystemsIn the early days, Debbie was a one-woman show cleaning houses. She started a cleaning company out of the trunk of her car and grew it from there.
As she grew she faced a challenge that many service businesses still struggle with, hiring employees to keep up with demand.
In the early days, she saw that some of the people she hired didn’t share her work ethic and business philosophy.
Debbie said that they would call in sick, quit when they had a bad day, or cut corners.
But from this experience, Debbie was on a mission to systematize her operations and even hired some consultants to help her turn her business around.
In fact, after she did that she grew her business substantially in a very short amount of time.
The Importance of Company CultureA key part of Debbie's systems-building was establishing a strong company culture. She said "Culture is not cupcakes and parties. It's how people treat each other."
To create the right culture, Debbie didn’t tolerate "C players" (i.e. toxic employees who undermine the team).
Debbie said "A players won't stay if they see you tolerating C players... It's contagious. C players rub off on everybody. If you want an amazing culture, you have to get rid of the C players."
On that note, one of the biggest challenges companies face is finding and keeping quality employees.
Her solution? She said, "Pay better. Pay is the #1 place to look if you want to attract A players. Don't try to attract A players with C player pay."
Charge for Value, Not Bargain PricingDebbie says that it is important that service businesses charge enough for their services.
If you're worth it, don’t be afraid to charge more!
That said, competing on price isn’t the best strategy. Instead, focus on attracting customers based on value.
Debbie says "The right clients aren't affected by a recession...wealthy people aren't selling their Lexus when there's an economic downturn."
The Power of Recurring RevenueA major driver of Debbie's success has been the focus on recurring revenue streams versus one-off jobs.
By implementing systems, building a strong culture, paying competitively, charging for value, and prioritizing recurring revenues, Debbie was able to build a self-running multimillion-dollar business.
Marketing: The Lifeblood of GrowthWhile building solid operations and a strong team is crucial, Debbie says that effective marketing is the lifeblood for continual growth.
Simply put, she says, "If you don't have an automated, systemized way to constantly bring in new business, cold leads, you're never going to grow. You'll never reach your potential."
She recommends spending 5-10% of revenues on marketing, to keep growing.
But after you get leads from marketing you need to make sure that you nurture those leads into a sale.
The #1 Way to Put Your Everyday Tasks on AutopilotStart Software TourPivoting in Changing TimesWhen asked about the future of the cleaning industry Debbie pointed out that there isn’t an AI that will clean toilets and pull weeds.
Compared to a lot of other industries, the service industries aren’t experiencing the same level of disruption with technology.
That said, being able to pivot when challenges come up is huge.
By focusing on recurring revenues from clients who deeply value their services, Debbie's company was able to thrive even during the pandemic.
Learn MoreWant to learn more about Debbie Sardone? Be sure to visit her website to find lots more information about her and her coaching business.
Related: Unlocking Growth: Jack Nagy Shares His Field Service Marketing Secrets
The post Secrets to Building a Multimillion-Dollar Cleaning Empire With Debbie Sardone appeared first on Service Autopilot.
Join us as we dive into the world of leadership with Julie Vena, with more than 20 years of management experience in various service industries. On this episode of the Profit Roadmap podcast, we will uncover insights from her interview where she shared her journey and dedication to serving others.
Learn how Julie's leadership philosophy is grounded in authenticity, purpose, and empowering others. Explore the practical tips and strategies that can help you prioritize the client experience in your own business to:
- Better serve your clients in the coaching and implementation realm
- Strive for hurtful truths over comforting lies to improve
- Learn about training strategies for home service companies
Julie’s Leadership RootsLeadership is a fascinating and ever-evolving topic, with many different philosophies and approaches. What does it truly mean to lead with purpose and impact others?
Julie Vena is a thought leader in this space, with two decades of management experience in multiple service industries. Her interview on the Profit Roadmap podcast provided inspiring insights into her leadership journey and philosophy.
Leadership PhilosophyAt the core of Julie's leadership philosophy is the desire to serve and leave people better than when she found them.
She believes that even small gestures, such as smiling at someone in the hallway, can make a big impact. To Julie, leadership is not about the title or position, but rather, about the behavior and actions that inspire others.
Authenticity One of the key themes in Julie's interview was the importance of authenticity in leadership. She shared how her work focuses on helping business owners find their own unique voice and style.
For Julie, being authentic means leading with vulnerability and being willing to make mistakes. She believes that leaders who are not afraid to show their humanity and connect with others on a personal level are the ones who truly inspire.
Knowing The “Why”Another fundamental aspect of Julie's philosophy is empowering others. She shared how she helps clients identify their employees' "why" and how this knowledge can be leveraged to motivate and retain them.
Julie also emphasized the importance of leaders knowing their own "why" and communicating it to their team. When employees feel supported and invested in, they perform better and make customers happier, resulting in a more holistic approach to service.
Perfecting The Client ExperienceJulie believes the client experience is paramount. Julie's various roles have worked to protect and serve the client experience, a job she’s passionate about. She focuses on coaching and implementation, with a focus on helping clients grow their businesses and improve their leadership skills.
Training ProgramsJulie likes to develop dynamic and intuitive training programs that really focus on all of the positions in a home service company, whether that be CSR, dispatch, leadership, operations and marketing. “It's an incredible curriculum,” Julie said.
Related: Building a Better Business with Jason Brassfield
The following music was used for this media project:
Music: Summon the Rawk by Kevin MacLeod
Free download:https://filmmusic.io/song/4434-summon-the-rawk
License (CC BY 4.0): https://filmmusic.io/standard-license
The post How to Serve and Impact Others: The Leadership Philosophy of Julie Vena appeared first on Service Autopilot.
On this episode of the Profit Roadmap podcast, Ryan and Bekah sit down with Jack Nagy, founder and president of MTA360 - a leading marketing and advertising agency specializing in helping field service companies.
Jack shares his valuable insights and proven strategies that will help you:
- Leverage marketing to grow sales
- Improve your SEO and website
- Boost close rates on sales
- And so much more!
Jack's Field Service RootsJack brings a unique insider perspective that comes from his decades of experience in the HVAC and plumbing industries.
He grew up in the family business, working at all three levels - contractor, distributor, and manufacturer.
His background gave him an inside look at the challenges faced by field service companies.
Jack has taken that experience and created MTA360, his marketing agency, over 20 years ago.
The Foundation for SuccessBefore you try and massively scale your company, Jack says that you have to have a solid foundation in place.
Even though every business is a little bit different your foundation should include:
- An optimized website
- Strong SEO and content strategy
- A review generation process
- Email/ticket integration
- Chat functionality
Jack says, "It's like building a house - you need to pour that slab and frame it up before worrying about the roof."
Getting this digital foundation in place allows you to effectively promote your business online.
Generating Leads that ConvertOver the past 20 years, Jack has learned about business and marketing.
And he says that businesses really want one thing from marketing - leads that turn into sales.
Before you can improve that process you need to take a step back and look at the entire lead conversion process.
Here are a few things to consider when doing that in your business:
- Monitoring phone calls with AI technology to identify missed opportunities
- Training customer service staff on effective communication
- Having a strong in-home sales process focused on customer benefits, not product features
Jack's team uses tactics like recording/scoring calls and having staff do role-playing to continuously improve lead handling and closing rates.
Budget SizesField services businesses have marketing budgets of all sizes.
And if you have a small budget, it doesn’t mean that it will keep you from being competitive.
The key is developing the right strategy based on your budget and goals, rather than trying to do too much too soon.
So be sure your “foundation” is in a good place first before rushing into splashy advertising tactics like billboards or radio.
Also, Jack recommends taking on a tight geographic radius that aligns with your current website authority and budget numbers.
So instead of trying to take over all of Florida, start by dominating Tampa first.
Jack is big on reminding service businesses to understand where they are at now from a marketing perspective.
Extending too soon can be disastrous and Jack says, "You have to know point A before you can effectively get to point B."
The Power of Backlinks One area Jack is extremely knowledgeable about is backlinking strategies for improving search rankings.
He explains that backlinks from other websites represent 30%+ of Google's ranking factors because they signal popularity and trustworthiness.
Investing in a strategic backlinking program has been huge for many of MTA360's clients to dominate their local markets through SEO.
But ultimately, it really is about creating quality content.
This is what Google is looking for and Jack says that it should be written by a human.
He still uses AI at his company and has a full-time person dedicated to testing and model building.
AI is important and will continue to play an important role in business, but right now, quality content is still best created by humans.
Lessons for Today's Economic ClimateWith inflation, supply chain issues, and economic uncertainty impacting many service businesses right now, Jack says that it is important to evolve the sales processes.
A big reason behind this is to meet changing customer mindsets and budgets.
Instead of leading with product features, Jack recommends visualizing benefits through storytelling.
He recommends staff roleplay with co-workers to improve presentation and sales skills.
Ultimately, brand visibility and lead generation are even more important when market conditions get tight.
Learn MoreWant to learn more about Jack Nagy and MTA360? Be sure to visit their website or give them a call at 602-767-5111.
Related: The Tradesperson's Guide to Success: Secrets from Industry Expert Roger Wakefield
The following music was used for this media project:
Music: Summon the Rawk by Kevin MacLeod
Free download:https://filmmusic.io/song/4434-summon-the-rawk
License (CC BY 4.0): https://filmmusic.io/standard-license
The post Unlocking Growth: Jack Nagy Shares His Field Service Marketing Secrets appeared first on Service Autopilot.
On this episode of the Profit Roadmap, we’re talking with Jason Brassfield, the founder of Brassfield Landscaping.
We cover some great topics, including:
- Create a plan for success
- The difference between training and coaching your team
- The secret to massive growth
- How to achieve work/life balance
- And so much more!
Starting OutJason Brassfield got started in his teen years mowing lawns and kept at it after he got his college degree.
For years, it was just Jason and a truck. Those early days were a bit of a grind where Jason was trying to make money.
But after a while, he started to develop some back issues and was looking for a contingency plan.
He knew that he wasn’t getting any younger and he was looking for a way that he could scale his business, and that’s when he attended one of the early Service Autopilot conferences (which is now called Service Edge).
Shortly after that, he joined Field Services Academy which helped him connect with other service businesses who were also committed to growing.
He loved the accountability he found in Academy and it made him a better person.
He knew that if he told his accountability partners that he was going to follow through with something, he would actually do it.
And by doing that, making plans to achieve his goals, and taking action he was able to level up his company.
But on top of all that, he knew that he wasn’t alone as a service business owner and that was very meaningful to him.
Working With the TeamOne of the things Jason is committed to is creating a vision for the coming year in his business.
This is something he writes down, creates a plan for, and communicates with his team.
He likes to have these goals up and look at them every day so that he stays accountable.
Jason also works with his team to make sure that they have the coaching they need to grow with the business.
There is a difference between coaching and training and Jason says that coaching goes a lot further than sharing information.
It is about the follow-through, and Jason sees coaching as something that is done continuously.
Ultimately it is about aligning the team and having them take the unified actions that will advance the company forward.
The Right Software for the JobShortly after Jason attended that conference, he started using Service Autopilot.
Even in those early days, Jason attributes his rapid growth to using the right software in his business.
Even with just a few employees, Service Autopilot allowed Brassfield Landscaping to operate more efficiently and take on more clients.
Work/Life BalanceJason recommends finding some balance between work and life.
As a Biggest Badass Winner, Jason took his winning and was able to visit several countries and take a vacation.
This allowed him to get away from the business and see how things operated when he wasn’t there.
He actually learned this from Academy and made sure to leave a checklist behind for both his office and field staff.
The checklist shows the team members and the business owner a chance to see where the bottlenecks are and provides direction where improvements can be made.
Learn MoreWant to learn more about Jason and Brassfield Landscaping? Be sure to visit their website or give them a call at 405-550-2070.
Related: The Tradesperson's Guide to Success: Secrets from Industry Expert Roger Wakefield
The following music was used for this media project:
Music: Summon the Rawk by Kevin MacLeod
Free download:https://filmmusic.io/song/4434-summon-the-rawk
License (CC BY 4.0): https://filmmusic.io/standard-license
The post Building a Better Business with Jason Brassfield appeared first on Service Autopilot.
On this episode of the Profit Roadmap, we’re talking with Roger Wakefield who is The Expert Plumber, host of The Trade Talks Podcast, and he is a Blue Collar Influencer and trade advocate.
We cover some great topics, including:
- Tips for growing service businesses
- Why the trades are so important
- Getting the courage to create content
- How to sell a service business
- And so much more!
Roger’s StoryRoger is a humble guy who will tell you that he has been a plumber since 1980. He fell in love with plumbing in high school and quickly realized this was the field for him.
He quickly realized that although there was a state licensing program for plumbers, there wasn’t a lot of formal training on the other parts of the business like customer service and how to use social media.
Roger attended a conference about 5 years ago and learned how much YouTube plays a role in marketing. He took a ton of notes and started making videos.
Roger spent years building his company and was proud of the work his team was doing and their reputation. His efforts were so effective that he was able to sell his company and focus on social media.
Additionally, because Roger has worked in many aspects of the trades and construction, he shares a wealth of knowledge and experience on YouTube and social media.
Advice for SellingThe service industries have changed quite a bit over the years, and a lot of business owners are curious about potentially selling their companies.
Roger says that one of the best things you can do is become a great businessperson. Part of that comes from being able to know your numbers and having the right resources before you consider selling.
Mindset is also key here, and when Roger coaches business owners, he tells them that they should build a company that they wouldn’t want to sell.
It seems like a bit of a catch-22, but what Roger is saying is that when you build a great company, that’s when people want to buy it and will pay a premium to get it.
Simply put, that comes from making your company valuable and generating lots of revenue. That said, you should be at a place where you are enjoying the work and don’t feel totally burned out.
Building Your Brand on Social MediaRoger recommends that every service business that is serving residential customers should be using social media.
Yet, that can feel intimidating for lots of service pros, especially if they are concerned about creating amazing content.
Roger tells people to go back and look at the first videos he made. He had some learning to do, and had to figure a few things out.
He leaves these videos up to show people how he started, and to prove to them that if he could do it, so can they.
So turn your camera on, start making content, and share it with the world! And like most things that may be new, be patient, as it will take some time to hit your stride.
Advocating for TradesRoger learned early on that being a teacher can be a great thing, and helped train apprentices throughout his plumping career in union training programs.
He knew that most of them came from a background with a lot of pressure about going to a traditional college and getting a degree.
He helped show apprentices that they could have a great career that was also very rewarding financially.
Ultimately, people who work in field services and the trades, should work on continuing to improve their skills, learn more about the industry, and level up their communication strategies too.
After a meeting with Michael Gerber, the best-selling author of the E-Myth, Roger learned that lots of schooling is focused on teaching people how to be doctors, lawyers, and other jobs, but very little about building a business.
He also recognized this was equally true of the trades, and it takes conscious effort to keep learning and growing after you’ve got your license or opened your business.
Roger is a big advocate for the next generation joining the trades. There are a lot of job openings in all field service industries and this is a great career path that doesn’t require a college degree.
Interviewing in Field ServiceRoger has some great advice for anyone interviewing for a position in field services.
He recommends that you look good with starched jeans, work boots, a tucked-in shirt, and that you smell good.
You want to create an image of yourself that is professional, friendly, and shows that you are the right person for the job.
He also says to leave your cell phone in the car so you can be fully focused and present.
Most interviews have a chance where candidates get to ask questions and Roger recommends that they say something like:
“What needs are you trying to fill right now? And by the answers I've given you today, do you think that I could fulfill that position?”
He says that this lets them know you are serious and interested and you can add follow-up questions about the growth and training opportunities that could be provided to you.
This shows companies that you are ready and willing to learn.
Learn More About Roger WakefieldWant to learn more about Roger Wakefield? Be sure to visit his website and keep an eye out for his upcoming app!
Related: Field Service Marketing Trends for SEO with Tony Ricketts of Lawnline Marketing
The following music was used for this media project:
Music: Summon the Rawk by Kevin MacLeod
Free download:https://filmmusic.io/song/4434-summon-the-rawk
License (CC BY 4.0): https://filmmusic.io/standard-license
The post The Tradesperson's Guide to Success: Secrets from Industry Expert Roger Wakefield appeared first on Service Autopilot.
On this episode of the Profit Roadmap, we’re talking with Tony Ricketts, the founder and CEO of Lawnline Marketing.
We cover some great topics, including:
- Latest marketing trends
- Steps to consider before ramping up growth
- The importance of data analysis
- The role of AI in marketing
- And so much more!
What is Lawnline Marketing?If you haven’t heard of them before, Lawnline Marketing is a unique marketing company that helps companies in the lawn and landscaping industries.
They also offer complete marketing services instead of just piecemealing things out. They take a holistic approach to marketing including websites, SEO, paid ads, and even social media management.
Why the lawn and landscaping industry?Tony admitted that the lawn and landscaping industry isn’t known for being sexy, but this was a booming industry that he was familiar with.
When he was in college, he was on a landscape crew and did a lot of softscape installations and landscape management.
Tony was looking for an edge, and his knowledge plus a desire to help the companies he worked with see quick results led him to choose lawn and landscaping.
One of the unique things about this industry is that the cycle from lead to client is pretty short–you can run a few paid ads and then get a customer quickly.
Tony also liked that there wasn’t a lot of competition in this space, as there weren’t very many marketing companies solely focused on green industries when he got started.
But the biggest factor for Tony was that he realized trying to scale a marketing agency that worked with all types of business was really tough, and by putting his focus on lawn and landscaping he could really grow his own company.
Trends in MarketingThe trends in marketing are always changing, but there are a few important things Tony says you should focus on this year.
Analyze Your ChannelsLooking at your data and analyzing your numbers is key to finding the best channels for you.
For example, Tony noticed that the cost of Google ads had gone up significantly over the past year.
It was still a good platform for ads, but the smart move was to shift marketing dollars to other platforms.
Some of the latest platforms he’s noticed are TikTok and Nextdoor, and he has done quite a bit of testing on both.
He’s looking to see what is working on these platforms to boost conversions and then make that a repeatable process.
Hone in on TargetingThat said, even though platforms like TikTok are newer, they don’t quite have the audience targeting dialed in like Facebook or Instagram do.
Check out different targeting options in ad platforms for different channels (like Google, Facebook, etc) to find your ideal audience.
He says that there is a lot of information that can be found in how effective your strategies are, and for a lot of lawn care and landscaping companies this can be tough… especially since it takes so much time!
This is a unique skill set, and many companies don’t have someone in-house to take care of that, which is why he recommends working with a professional company.
Growing Your CompanyThe types of companies that Lawnline works with are looking to grow.
That means they have money to invest in marketing, and they are able to take on new clients.
Tony says that the majority of businesses that work with Lawnline are getting 200+ leads per month, and if you’re not a place to take on lots of new business, it can be difficult.
That means having the right team, software, and processes in place to serve more of your community.
Tony talks about how he recommends Service Autopilot to his green industry customers as it is easy to keep track of your clients and leads and make sure that data is going to the right places.
For example, imagine someone fills out a quote form on the website. If they use an SA form, that data doesn’t have to be reentered and it is associated with the client’s account in SA to easily take the next steps.
Field Service Marketing and AIAs we like to do on the Profit Roadmap, we asked Tony his thoughts on AI.
He said that AI is a misunderstood technology that does have some major limitations.
Tony compared AI to a tractor used by farms–it didn’t replace farmers, but it did make them a whole lot more efficient.
Simply put, AI is a tool, and Lawnline has even developed some of their own technology to help with content creation.
That said, they still use human editors to go through AI-generated content and make sure that it is correct and is in the correct voice.
Learn More About LawnllineWant to learn more about Lawnline Marketing? Be sure to visit their website or give them a call at 813-733-5376.
Related: Boosting Employee & Customer Satisfaction with Applause HQ
The following music was used for this media project:
Music: Summon the Rawk by Kevin MacLeod
Free download:https://filmmusic.io/song/4434-summon-the-rawk
License (CC BY 4.0): https://filmmusic.io/standard-license
The post Field Service Marketing Trends for SEO with Tony Ricketts of Lawnline Marketing appeared first on Service Autopilot.
On this episode of the Profit Roadmap, we’re talking with Nikki DeCausemaker the founder of CallBoss, and she is also married to Biggest Badass winner, John DeCausemaker of Little John’s Lawns.
We cover some great topics, including:
- Solving complex problems
- How to overcome unforeseen challenges
- Simple ways to scale your business
- One simple trick to deliver a better customer service experience
- And so much more!
Nikki’s Origin StoryNikki is a mom of four kids who helped her husband (John DeCausemaker) open Little Johns Lawns back in 2012. The company grew quickly, and Nikki felt like she wanted to pursue other career avenues.
They hired a local answering service to help them scale their lawn care. She quickly realized that adding this additional service was great to help them grow and could be used for more than just answering calls.
They quickly realized that using this same method they were able to take this model and apply it to help other businesses grow.
And from those early days of scaling up their team, CallBoss was born. Like many new companies, those initial days are proving grounds, and eventually, they reach a tipping point.
Nikki had to make a decision to eventually put more of her time and effort into taking CallBoss from a side project to a new opportunity. That was in 2019, and even though they had plans to take the traditional office path, they pivoted after the pandemic and were able to move forward with remote work.
Early ChallengesWhen they first started out, it was difficult to forecast all the potential challenges they would face.
There was no IT department when they kicked things off which meant that Nikki had to learn how to get people set up on a variety of different technology platforms. This required a flexible mindset and learning a lot of things on the fly.
Like most challenges in life, they learned to adapt, grow, and move forward.
Smile Through the CallsCallBoss has a motto that they live by: “Smile through all the calls.”
Even though you can’t see the face on the other side of the phone, being able to smile provides a warmth that can be felt and it creates a better overall experience.
This is a HUGE tip that all service businesses should add to their phone trainings.
With that, it is important to know how to deal with angry clients and when to ask for reviews from some of your best clients.
The CallBoss team knows that the businesses they serve, and the clients affiliated with those businesses, deserve the best experience and they aim for that every step of the way. It starts with a smile and they deliver amazing service at every touchpoint.
Day to Day With CallBossFor lots of entrepreneurs and business owners, they are stuck wearing several hats so to speak.
A customer service and answering team like CallBoss can take away some of those responsibilities and free up some time by answering the phones for entrepreneurs.
Simply put, they provide that first line of defense on the phones and always answer with a smile. From there they can do things like answer questions, provide estimates, and help close sales.
They can also help “de-escalate” some of the clients who are tougher and come with an issue they need solved right away.
They work with a variety of service businesses ranging from lawn care to garage door installation and everything in between.
For some businesses, this provides some extra cushion for all-hands meetings, or when more of the team needs to be in the field. CallBoss ensures that the phones are always taken care of.
Learn More About CallBossWant to learn more about CallBoss? Be sure to visit their website or give them a call at 602-560-2582.
Related: Inside Secrets to Success With Jonathan Pototschnik
The following music was used for this media project:
Music: Summon the Rawk by Kevin MacLeod
Free download:https://filmmusic.io/song/4434-summon-the-rawkLicense (CC BY 4.0): https://filmmusic.io/standard-license
The post Smile Through the Calls with Nikki DeCausemaker at CallBoss appeared first on Service Autopilot.
On this episode of the Profit Roadmap, we welcome Joel Ragar, Co-founder and Product Driven Operator & Advisor of Applause. Applause is a mobile app review software that helps measure and improve customer satisfaction, while motivating employees to give 100% on every service job.
We cover some great topics, including:
- Measuring and Improving Customer Satisfaction
- Reporting Features
- Incentivizing Employees with Digital Tips
- Increasing Reviews
- And Much More!
Employee Engagement Software That WorksApplause is focused on helping companies supercharge their team’s performance so they can win more lifelong customers. Ragar believes that through automated, real-time incentives, companies can motivate their employees to:
-
Grow the business by increasing Google reviews and new sales
-
Retain more customers by improving NPS and customer service
-
Become more engaged in company success and stick around longer
The purpose of the software is to motivate employees to act like the owner at every door and every service. “Applause is one way we can help them act like owners through reminders.”
Measuring and Improving Customer SatisfactionJoel said that to measure customer satisfaction, the company sends text messages to homeowners after service, asking for feedback using Net Promoter Score (NPS). This approach helps build a scorecard and ensures continuous improvement.
The feedback could be as simple as asking the customer to rank the service from 0 to 10 with a question “How likely are you to refer this individual?”
“That feedback helps us build a scorecard on every employee. It also builds us a scorecard on every customer. Applause helps drive that feedback on every single service.”
Reporting FeaturesApplause features a full dashboard that keeps track of employee performance.
The dashboard scorecard for the employee displays information such as:
- How many services are they completing?
- What's the conversion of people leaving feedback?
- What is feedback rating?
- How many are generating Google Reviews?
- How many are generating tips?
These stats allow for transparency for the employees and the business.
Joel said that from the dashboard you can see at a glance who your best performers are, who may need to be placed on an improvement plan, who needs more coaching, even who may need to be terminated.
This data is clutch for having one on ones with your employees.
“Sit down with employees–pull up Applause and here's the scorecard of your service.”
Clients know it’s a review software–how do we retain and empower these employees to act like owners? We want it to be looked at as an HR tool. Tipping and reviews are a big part of this.
“How do you set yourselves apart from (the competition)-It's about service.”
Incentivizing EmployeesInstant feedback and voluntary digital tipping depending on the industry is another big software feature.
“Many customers would ask up how can I tip this crew or individual?”
Every employee has an Applause wallet and when a tip comes in on their behalf it is sent instantly to them. Immediate job feedback is also sent to them.
An employee may be on job #3 for the day and they receive positive feedback or a tip from the first job they completed.
This instant access reminds them there is an opportunity on every job to put in 100%. Constant reminders and tips. And the tips are separate from their paycheck where they may just overlook it.
Get More Google Reviews Applause seeks and drives Google reviews. To further incentivize employees, the company rewards them for positive customer reviews.
Applause will tell a customer that we will give their employee a $10 tip if they leave a Google review. This shows the customer that Applause stands by their employees and rewards a job well done. The customer is much more likely to spend the time on a review.
“This humanizes the company in the eyes of customers.”
The company also actively manages online reviews, addressing negative feedback promptly and using it as an opportunity for improvement. This proactive approach reinforces the company's commitment to customer satisfaction.
Learn MoreIf you want to learn more about Applause and their latest technology innovations be sure to visit their website.
Related: Beating Hiring Bottlenecks and Building a Winning Culture With Libby DeLucien
The following music was used for this media project:
Music: Summon the Rawk by Kevin MacLeod
Free download: https://filmmusic.io/song/4434-summon...
License (CC BY 4.0): https://filmmusic.io/standard-license
The post Boosting Employee & Customer Satisfaction with Applause HQ appeared first on Service Autopilot.
On this episode of the Profit Roadmap, we’re talking with two successful brothers from Omaha Lawnscaping Solutions, Wes and AJ Kendall. They are also long-time Service Autopilot Members.
We cover some great topics, including:
- How to invest in yourself and your business
- How to avoid burnout
- The keys to discipline and increased success
About Lawnscaping SolutionsWes and AJ are both from Nebraska and run the successful company, Omaha Lawnscaping
Solutions. They love serving their community and are proud of the growth they’ve achieved in the Midwest.
Forging a Path to SuccessOver the past year, AJ and Wes made a dedicated effort to improve their personal growth. Like most business owners, they were stuck in a loop where they would simply work and sleep. There wasn’t much balance, and that can take its toll.
They found that by being intentional with their activities they could bring more balance to their lives. And with diet and exercise, they were not only taking better care of themselves but were also in a position to better tackle the challenges they faced at work.
Before they started doing this, the challenges would feel tougher than they actually were. The day-to-day problems would lead to this sort of downward spiral that spilled out into all areas of their life.
A rough day would lead to taking it out on clients and team members. It was a snowball effect where one bad thing early in the day affects everything else.
Simply put, they knew if they got up early and went to the gym, they were also ready to handle the stresses and challenges that come with running a service business. It gave them the positive mindset they needed and the knowledge that they could get through whatever happened.
Avoiding BurnoutWes and AJ both talked about how easy it is to work long hours when you have your own business. They put work before time with their families, and always felt like they were putting in so much.
That kind of work ethic is something a lot of service business owners can relate to, and they also know that if you keep going at that pace it can lead to burnout.
In addition to making changes to their diet and exercise, they also made a big mindset shift. They refer to it as taking care of their physical and mental health.
They have a plan, take care of themselves, and perform better at work and at home. They also don’t feel that same stress like they used to and that has removed those feelings of burnout too.
Becoming a Multimillion-Dollar CompanyUltimately AJ and Wes knew that in order for them to run a multi-million dollar company they needed to develop themselves as leaders. They also wanted to have fun while they were doing it.
In order for them to be their absolute best, they needed to invest in themselves first. This allowed them to take conscious actions to achieve the goals they wanted to hit. If they didn’t they would be stuck going through the motions.
They also understood that by taking ownership of their own personal lives, they were in a better position to say goodbye to all the excuses of why they couldn’t do something. Those excuses aren’t helpful and typically lead to more of the anxiety and stress they were feeling before.
By learning to be their best selves through discipline and self care AJ and Wes are on the path to improving all areas of their life!
Learn MoreBe sure to learn more about Wes and AJ by visiting Omaha Lawnscaping.
Related: Inside Secrets to Success With Jonathan Pototschnik
The following music was used for this media project:
Music: Summon the Rawk by Kevin MacLeod
Free download:https://filmmusic.io/song/4434-summon-the-rawk
License (CC BY 4.0): https://filmmusic.io/standard-license
The post Maximizing Mindset for Exponential Growth With Omaha Lawnscaping Solutions appeared first on Service Autopilot.
On this episode of the Profit Roadmap, welcome two special guests from Carrier: Michael Cooper, Sr. Manager, Residential Indoor Products, and Brooke Greenwood, the Director of Service. Carrier Global is a leader in HVAC equipment. We cover some great topics, including: Enjoy the episode, and be sure to check out the show notes for more […]
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Naylor Taliaferro discusses how mental health and mindset impact your business and personal life. Plus, Bear Duplisea RETURNS as a guest co-host, alongside co-host Bekah Spencer!
The post Mental Health & Mindset in Business Featuring Naylor Taliaferro & Guest Co-Host Bear Duplisea appeared first on Service Autopilot.
Marvin Salcido is the owner of Salcido Home Solutions, motivational speaker/coach, Biggest Badass winner, Inc 5000 Fastest Growing Private Businesses, and much more!
The post Growing Fast & SEC23 Preview With Marvin Salcido appeared first on Service Autopilot.
On this episode, we welcome two special guests from New Castle Lawn and Landscape: Brian Cuccaro, President, and Brad Stephensen, CEO.
The post Engage With Your Community to Build Culture With New Castle Lawn & Landscape appeared first on Service Autopilot.
This episode features Jonathan Pototschnik—entrepreneur, visionary, and co-founder of Service Autopilot, CitiTurf, and several other businesses.
The post Inside Secrets to Success With Jonathan Pototschnik appeared first on Service Autopilot.
This week, we’re taking a look at important news topics and trends that home and field service businesses are currently facing this summer.
The post LATEST NEWS: Summer Home & Field Service Trends for Service Businesses appeared first on Service Autopilot.
On this episode, Jessie Barrack joins talks about maintaining profitability and maximizing sales to reach goals in an uncertain economy!
The post Midyear Check-In & 2023 Trends With Jessie Barrack appeared first on Service Autopilot.
Meet Evan and Thaddeus from On Purpose Media, a digital marketing agency. They are also hosts of the podcast HVAC Success Secrets: Revealed.
The post How to Thrive & Maximize Sales During a Recession appeared first on Service Autopilot.
In this mini episode, we welcome Libby Delucien—a mom, owner of several successful businesses, a certified cleaning coach, and so much more.
The post Mental Health and Navigating the Unexpected With Libby Delucien appeared first on Service Autopilot.
On this episode, we welcome Justin Woodford and Caleb Esuary to discuss developing cohesive communications and effective meetings!
The post Creating a Cohesive Hybrid Team With Justin Woodford and Caleb Esuary appeared first on Service Autopilot.
On this episode, we welcome Naylor Taliaferro—host of popular YouTube channel Lawn Care Rookie and also host of the podcast, LCR Media.
The post Growing Your Brand on Social Media With Naylor Taliaferro appeared first on Service Autopilot.
In this episode, we welcome Mike Callahan (Simple Growth Systems) and two marketing pros, Eddie Childs and Christopher St. Jean (Mediagistic).
The post Market and Automate for Growth With Mike Callahan and Mediagistic appeared first on Service Autopilot.
On this episode, we have two special guests here to talk about a unique way to overcome hiring shortages while helping America’s veterans.
The post Solving Hiring Shortage With Veterans—Featuring Trane and Modern Mechanical appeared first on Service Autopilot.
On this episode of the Profit Roadmap, we welcome two special guests, Mike Callahan from Simple Growth Systems and Jen Morris from OPTIMUS.
The post Removing Payment Hurdles and Automating Your Business With Mike Callahan and Jen Morris appeared first on Service Autopilot.
On this special edition of the Profit Roadmap podcast, we answer your questions about the show and share important news on guests and topics.
The post The Profit Roadmap Answers Your Questions appeared first on Service Autopilot.
This week on Profit Roadmap, we welcome hiring expert, Libby Delucien—successful entrepreneur, mom, certified cleaning coach, and much more!
The post Beating Hiring Bottlenecks and Building a Winning Culture With Libby DeLucien appeared first on Service Autopilot.
Xplor Service Autopilot relaunches its podcast with Xplor FieldEdge to reach more field service businesses than ever before.
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In this episode, Naylor (Lawn Care Rookie) joins the Profit Roadmap to share his story of how he unintentionally started his lawn care business. Naylor tells you how he started and grew his lawn care business into the successful lawn care business it is today. He also shares the different things he’s continuing to work […]
The post Naylor’s Story: How the Lawn Care Rookie Started a Successful Lawn Care Business appeared first on Service Autopilot.
In this episode, Riley Pototschnik (owner of RocketThruster) joins the Profit Roadmap to share his expertise in web development! He tells you how to make your website better by avoiding the most common mistakes made by lawn care owners. Plus, Riley gives you tips on how YOU can create an amazing website that #1 in […]
The post Mistakes That Lawn Care Businesses Are Making on Their Website appeared first on Service Autopilot.
Jacob Godar (owner of Scooter’s Lawn Care) returns for another episode of the Profit Roadmap to talk about what his business is doing during the COVID-19 pandemic. In this episode, Jacob talks about the measures he took before and after he found out the lawn and landscape industry was considered essential in Illinois. Plus, Jacob […]
The post Keep Your Business on Track During COVID-19 appeared first on Service Autopilot.
Garrett Matthews (owner of Matthews Landscape) joins the Profit Roadmap to talk about how he’s continuing to grow his business during the COVID-19 crisis. In this episode, Garrett tells you the different procedures he’s put in place for his team. Plus, he explains how he’s taking advantage of low-cost marketing conversions right now. Garrett gives […]
The post This Is the Time to Be a Leader appeared first on Service Autopilot.
Marvin Salcido (2017 Biggest Badass and owner of Salcido Lawn) joins this episode to talk about the operational changes he’s making in his business during the Coronavirus pandemic. In this episode, Marvin explains the different things he’s doing to protect himself and his employees. He also talks about the shifts that might happen in the […]
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Phil Ricci (from Clearent) talks about how credit card processing is essential in the current COVID-19 crisis. He tells you all about Clearent and why he’s so passionate about the company. He also tells you what makes them different from other credit card processors. You’ll find out how you can begin taking advantage of this […]
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John and Nikki DeCausmaker (from Little Johns Lawns and CallBoss) talk about what they’re doing during the Coronavirus crisis. John and Nikki explain how they’re keeping their employees safe and healthy as well as how they’re continuing operations. Plus, they give advice on how your business can not only make it through the Coronavirus pandemic […]
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Jason Cupp (Kolbe Certified Growth Consultant) returns again for another episode of the Profit Roadmap to talk about the one thing that’s affecting ALL business owners right now—the Coronavirus. In this episode, Jason talks about how you can ensure your business is deemed “essential” and is operating legally. Plus, Jason explains the necessary measures you […]
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Garrett Matthews (owner of Matthews Landscape) talks about how he’s built a brand to solve his labor problems - and you can too! In this episode, Garrett talks about the resources that have helped him get there. Plus, he explains the things he’s had to stop doing to grow his business. Garrett tells you exactly […]
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Jason Cupp (Kolbe Certified Growth Consultant) rejoins the Profit Roadmap to talk about the word most business owners hate—financials! In this episode, Jason explains where the majority of business owners struggle with their financials. Plus, he tells you where your overspending, so that you can grow a more profitable business. Jason tells you exactly how […]
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Kirk Slack, former 2018 Biggest Badass winner and owner of Wellspring Landscape Services, joins the Profit Roadmap again! He explains his year leading up to winning the Biggest Badass competition. Before winning the BBA competition, Kirk took a 3-week dream vacation with his son… but he almost didn’t go. All because he was worried about […]
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Conley Ipson (from Ready, Set, Mow!) tells Cody and Bear about his hiring struggles in 2019. He explains how he’s been trying to solve this issue as well as what he’s learned. He also tells them the new things he’s doing to try to solve this problem. PLUS, Conley shares how he thought he was […]
The post Raise Your Prices With These Profitable Strategies appeared first on Service Autopilot.
Brandon Brown and Ryan Chipman (from Schneider Tree Care) explain to Cody and Bear how they’ve pushed past their “growth ceilings”. They tell you how to create your own sustainable goals to promote steady and faster growth in your business. Plus, they share their top secrets, which they attribute to their success. And don’t forget! […]
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Jacob Godar (from Scooter’s Lawn Care) comes back for another episode of the Profit Roadmap to tell you about his business’ most recent successes. He tells Cody and Bear how he took his business to over $1 MILLION in revenue in 2019. Also, find out the top two bottlenecks he faced to reach this goal. […]
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At SA6, Mike Callahan joined the PRM again! In this episode, Mike tells you how he’s created TWO businesses that run themselves… And you can do it too! He’ll tell you all about how he’s automated his businesses as well as why he’s so driven to help you automate yours too. Here’s the book Mike […]
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Jess Winsett (our HR guru) makes Cody and Bear total interview experts, as she explains the right way you should be conducting interviews.
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Right before her big vacation, Cody and Bear convince Jess Winsett (our HR guru), to guest star in a two-part series on the PRM. She tells you the key to developing amazing employee retention - the Buddy Program.
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Bear talks about a few major problems in the service industry, but they all have one simple solution that boils down to this… communication.
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For unknown reasons, Lisa Marino (SA Digital Marketer) rejoins SA’s “dynamic duo” (Cody and Bear) for another episode of Profit Roadmap! She talks about how to create effective marketing and when you should be marketing. Also, she’ll tell you how to utilize the one very popular source of FREE marketing that can start making you […]
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Chris Volpe rejoins Profit Roadmap to finish out his series about being a great leader. Did you know that 80% of results come from 20% of the time you spend working? It’s a little something called the 80/20 principle, and Chris is going to tell you all about it. He’ll actually tell you how to […]
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Chris Volpe (our Director of Training and Special Services) joins us to tell you how to be a great leader. Just by delegating, you can become the great leader you’ve always dreamed of… but there are also a few other things you can do too. Chris tells you exactly how to do just that. He […]
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Kory Ballard (the CEO of Ballard Incorporated - Green Industry Accessories and Perficut Companies Inc.) joins us to talk about his successful marketing strategies. Through his hard work and dedication, Kory started his first lawn care business in high school. Now he develops the sort of efficiency products he wishes he had when he was […]
The post From the Field to the Product Lab: Creating Efficient Lawn Care Accessories appeared first on Service Autopilot.
Bear is NOT alongside Cody, so Patrick (SA Marketing Director) tries to fill his shoes! Brian Stearman talks about being the owner of Lawn Care Marketing Mechanic and why its primary focus is helping lawn care businesses. As a former lawn care owner, Service Autopilot user and SA Academy member, he's learned a lot over […]
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It's a reverse-PRM. Angela Brown, house cleaning guru, asks the questions cleaners NEED answers to about Service Autopilot. If you're a cleaner looking to sign up for SA, let's get you on-board. "Summon the Rawk" by Kevin MacLeod (incompetech.com) Licensed under Creative Commons: By Attribution 3.0
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Jeff Harkness gives service business owners advice on growing their business the smart way. He started (and still runs) his own business - Three Point Group. He explains why many service businesses fail… and why less succeed. He’ll tell you everything you need to know about being a wise entrepreneur. If you’d like one-on-one financial […]
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Ted didn't send a woman to prison! He talks about why he dropped his biggest client (that was bringing in 6-figures) and an update on that story from last year. He dropped them because he saw the bigger picture. Plus, he shares his story about an embezzlement issue within his lawn care company... and why […]
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Mini-episode with Bo and Brady Burke recorded at SA5 last fall. After meeting Bear in 2017, Bo and Brady Burke describe their experience with Service Autopilot and why they've recommended it many times. They explain how Automations have been a total game-changer for their lawn care business and has jumpstarted their growth. The mobile app, forms […]
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Former Biggest Badass winner, Marvin Salcido, talks with Cody and Bear about remaining profitable while adding services to your business. He talks specifically about how fertilization and weed control was a total game-changer for his Tyler, Texas lawn care business. Resources: Marvin's other appearance on the show Starting a Lawn Care Business (Marvin contributed to […]
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We talk with Kirk Slack - right BEFORE he won the Biggest Badass Award at SA5. You can check out Kirk's winning submission over on the Lawn Care Millionaire YouTube channel. Kirk talked to us about growing in patience and the necessity of effective communication with your team - a winning badass strategy if we […]
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Michelle Myers of PinkCallers chats with The Profit Roadmap about why you might need a virtual assistant and that PinkCallers is the VA of choice for Service Autopilot members. "Summon the Rawk" by Kevin MacLeod (incompetech.com) Licensed under Creative Commons: By Attribution 3.0
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Taylor Hansen, long-time SA user, chats with Cody and Bear at SA5 about joining SA Academy BEFORE he started his business and the overwhelming value of being in a mastermind group as he went through the startup process at his business. "Summon the Rawk" by Kevin MacLeod (incompetech.com) Licensed under Creative Commons: By Attribution 3.0
The post "I Joined a Mastermind Group BEFORE I started my business" appeared first on Service Autopilot.
Bear recounts two failed attempts to save his gym membership. One got his money but wasn't honest. The other didn't even pretend to care about making the sale. "Summon the Rawk" by Kevin MacLeod (incompetech.com) Licensed under Creative Commons: By Attribution 3.0
The post How to Save Missed Sales Opportunities appeared first on Service Autopilot.
Jonathan, Cody, and Bear chat about dealing with problem clients. Should you: Bend over backward to accommodate every request? Refuse to yield a single inch? Fire them? It's a great reminder that service business owners are professional problem-solvers - but they have to keep that inside the scope of their business. "Summon the Rawk" by […]
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Cody and Bear are back in the studio from GIE. They're talking about their time at the show AND the excitement of meeting listeners in person. After interacting with a bunch of SA users in Kentucky, we wanted to reflect on the importance of attracting and creating brand ambassadors. "Summon the Rawk" by Kevin MacLeod […]
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Chris Volpe returns to talk about putting employees through "boot camp." Resources: Tony Romo: A Football Life The Pareto Principle is an Italian Cheese "Summon the Rawk" by Kevin MacLeod (incompetech.com) Licensed under Creative Commons: By Attribution 3.0
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Bear opens up with a personal story that marries confidence and arrogance - a contradiction on the surface, but one you'll find very useful in your business. Here's the clip Bear referenced: "Summon the Rawk" by Kevin MacLeod (incompetech.com) Licensed under Creative Commons: By Attribution 3.0
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Jess Winsett, our HR guru, talks to us about the power of employee referral programs. Resources: Martha Woodward - Employee Incentives "Summon the Rawk" by Kevin MacLeod (incompetech.com) Licensed under Creative Commons: By Attribution 3.0
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Jonathan explains time management, delegation, and "wall-building" to avoid distractions so you can push your business forward. Resources: No B.S. Time Management for Entrepreneurs (by Dan Kennedy) "Summon the Rawk" by Kevin MacLeod (incompetech.com) Licensed under Creative Commons: By Attribution 3.0
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Cody convinces Bear that marketers should exist... and that every small business is marketing, whether they believe it or not. Resources: Starting out Facebook Advertising (Lawn Care) Facebook Ads for Cleaners How to Market Your Lawn Care Business (9-Arounds) "Summon the Rawk" by Kevin MacLeod (incompetech.com) Licensed under Creative Commons: By Attribution 3.0
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Bear draws on his many years of sales experience to teach Cody how to close deals over the phone. This is the best way to make sales in your service industry business... but it can be intimidating to people who are really comfortable making sales happen in-person. Resources: Spin Selling by Neil Rackham Jim Evans' […]
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Marvin Salcido was crowned (literally) at SA4 as the "Biggest Badass" of the year. This week on The Profit Roadmap you can hear his journey from hungry college student to owning a large and profitable lawn care business. Resources We Mentioned: Pricing Calculator Wrapping Your Truck in 2018 Get Your Tickets to SA5 "Summon the […]
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Mike Michalowicz talks about the business hierarchy of needs and his brand new book (Clockwork: Design Your Business to Run Itself). We learn about the two points your business could be stuck between. Resources we mentioned: Pre-order Clockwork today Read Profit First to get your finances in order Mike spoke at our annual conference a couple of years ago... it was a […]
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Jess Winsett, our HR guru, talks to Cody and Bear about getting rid of bad culture fits (and all-around terrible employees). She keeps an eye toward "gotcha" moments to avoid problems down the road AND helps you consider alternatives to letting go that squeaky-wheel employee. "Summon the Rawk" by Kevin MacLeod (incompetech.com) Licensed under Creative […]
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Martha Woodward owns Dusting Divas and is the co-founder of Quality Driven Software. She talks to us about being afraid of customer feedback, how to get over that fear and embrace the opportunity to improve your business. Resources: Martha's last time on the show at SA4 Quality Driven Software This year's conference, SA5 "Summon the […]
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Jim Evans tells us when he thinks you should use "hard sell" tactics to close the deal with a lead. We give examples of hard selling from our own experience and encourage you to look at the sales process as a fellow consumer first and as an owner second. Resources: Jim's last episode The Dip […]
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Rodney Smith of Raising Men Lawn Care is mowing 50 lawns, at least one in each of the 50 states. Cody talks with Rodney about his mission and how you can use community outreach to build a great reputation. Resources: Raising Men Lawn Care Rodney's Instagram Community Outreach Blog Post "Summon the Rawk" by Kevin […]
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Chad Cranston and Garrett Matthews are very different people. Chad is a former IT/tech guy. Garrett is a former firefighter. They live hundreds of miles apart. One's in the desert (Chad), the other's in the swamp (Garrett). They talk at least twice a day... and they credit those talks with saving their businesses and plugging […]
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Conferences and events are a dime a dozen. Jason Cupp and Bear talk about how to know if an event is right for you and how to justify the cost of attending. Get more info on SA5 (or buy your tickets today)! Resources Mentioned: Jason's Consulting Site Check out SA5 (this year's conference) "Summon the […]
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Lisa Marino knows marketing. And she's ready for you to step up your game. It's not enough to run an occasional Facebook ad, you need to take your brand message to many more channels. Cody, Bear and Lisa present other marketing channels, ones we've neglected previously on The Profit Roadmap. Other marketing channels every service […]
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Jacob and Nicholle Godar talk about the trials and triumphs of the last year at Scooter's Lawn Care. They tell us about having their biggest year ever, moving to Florida from Illinois, shutting down a branch, and moving back to Illinois. It was a crazy year and they managed to keep Scooter's, and their marriage, thriving. […]
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Take pictures that people want to see and you'll grow your Instagram audience. Cody, Patrick and Bear talk about how to use Instagram to better effect for your small business. Resources Mentioned: Value First Marketing Framing Your Shots Blog Post Nicholle's Web Design Blog Post Special thanks to Nicholle for providing some quick talking points. […]
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Jonathan joins us in the studio to discuss the only process you can still implement in your business, regardless of how little time you have before the tsunami of busy season pulls you under. There are numbers EVERY business owner should know. They're vital to growing and keeping your business healthy. Jonathan tells us the […]
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The Weekly Member's Talk Show is live EVERY Wednesday at 3p Central Time, hosted by Cody (hey, you know him) and long-time friend of the pod Mike Callahan. You can see it every week on our Facebook page (give it a like and you should get a notification when we go live). "Summon the Rawk" […]
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Brandon Brown and Ryan Chipman explain their team-building process and how to create a company culture that drives employees excellence in this "Live from the Field" episode. Cody traveled to Schneider's Shrub and Tree Care in South Carolina to meet with Brandon and Ryan. Mentioned on This Episode: Ryan's consulting and EOS implementation Traction by Gino […]
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Jess Winsett is our HR department at Service Autopilot. She's spent years honing her skills as a recruiter and has conducted 1000s of interviews. She's forgotten more about attracting and keeping employees than most people will ever know. So we lured her into the studio, claiming that Bear and I needed to work out some […]
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WARNING: This episode contains strong language and a discussion of self-harm. Conley Ipson is a hard-working young man. He's married, has a toddler, and, in 2014, was working his tail off as a solo-preneur. What people looking from the outside didn't know was that he was behind on his truck payments. His business was in […]
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Patrick returns to the pod and he came prepared (with a legal pad covered in his trademark chicken scratch). 5 Secrets to Writing KILLER Headlines One Big Idea Appeal to a "Second Benefit" Use Power Words. Ask an Unexpected Question. Write Multiple Headlines (then write some more). THE BONUS IS IN THE EPISODE. You can't […]
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Jonathan convinces Cody and Bear of the necessity of finding accountability partners via a Mastermind group. He talked his experience with the ideas of Napoleon Hill (check out Think and Grow Rich) and the guys who joined the original Mastermind group: Henry Ford, Andrew Carnegie, etc. Titans of industry. Listen along as we hear about the […]
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The customers are there, where are you? Nicholle Godar, marketing manager for Scooter's Lawn Care and owner of Godar Designs, joins Cody and Bear to talk about developing a strategy for social media, especially Facebook. We talk about the most important part of that strategy: consistency. When you pair consistent posts with quality content, you see […]
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It's 2018. We're the only industry still having this conversation. Jonathan Pototschnik is ready to put this issue to bed forever. Process credit cards and eliminate cash valleys in your business... yesterday. Your customers are using credit cards to pay for everything else in their life. Cody doesn't remember what cash looks like. Bear burned […]
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'Tis the season to know your numbers. Bear and I wanted to throwback to our second-ever episode of PRM. We interviewed Scott Howard to talk about "the only business stat that matters." Because this is the busiest selling season for lawn care companies, we know that it's great time to review pricing and profitability. By […]
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Chris Sims, our director of marketing, talks producing valuable content for clients and leads on social media. What is "Hyper-Local" Content? It's content that sells your status as a local small business. It's putting a face and a name and a place to your business. People love to support local businesses and keep their money […]
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Maximize profits after the sales rush ends by selling to the customers you already have. What Comes After Selling Season? Upselling season. Join us as we talk with our CEO and co-founder, Jonathan Pototschnik about the art of the upsell. Upsells are the best way to increase your profitability throughout the year. Here are the […]
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Rebekah Spencer from our Launch Department talks to us about our onboarding process and how you can take principles from that process and use it in your business to increase retention with new clients. Treat New Clients like People Remember marketing is a relationship. This person has just committed to you. Show that you match […]
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Chris Volpe, resident business optimizer, talked with us about how to clear the Brussels sprouts, green beans, or "whatever vegetable you hate off of your plate. You know it's true: the tasks you hate wind up on the backburner. Those backburner tasks frequently find their way through cracks, despite our best intentions. At The Profit Roadmap, […]
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John Caldwell, our CTO, is back this week to talk about moving from being a ground-level, hands-on "doer" to a high-level, vision-casting "leader." This is the transition that every service industry company owner HAS to make. You have to get off the truck and out of customers' properties. You want to work "on" your business, […]
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Dropping huge clients to align with his business' purpose is the kind of thing Ted Glaser does, even when it hurts. Why You Should Drop the "Wrong" Clients It doesn't matter how much money you make if you're miserable. And it doesn't matter how much revenue you're pulling in if there's no profit. Ted exercises […]
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Jacob Godar named Scooter's Lawn Care after a nickname he received from a mentor while working at an auto body shop. He was young and ready to work his tail off to build something for himself. He considered opening his own body shop but the high overhead, startup costs and prospect of constantly smelling like […]
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Jason Cupp talks with Cody and Bear about the impact on your business of understanding your unchanging instincts as explained by the Kolbe Index, the only quiz/questionnaire whose results NEVER change. Instincts Never Change: Kolbe Action Modes Unlike a personality profile or IQ test, Kolbe index results don't change. The four numbers that represent your […]
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Are you ready to put your business on Autopilot? That's what we're talking about with John Caldwell, our CTO, today on The Profit Roadmap. Automations is Out of Beta At SA4, John announced that automations was officially out of beta and ready to be used. Our Certified Advisor and friend of the show, Mike Callahan, is […]
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Volpe is BACK! Chris Volpe, head of our training department, discusses "coachability" and its weight in the hiring process. What is "Coachability"? Chris emphasized that you should be looking for candidates who are willing to learn and grow with your company. When hiring, look for those people, even if they have a little less experience. […]
The post Why "Coachability" trumps Experience in the Hiring Process | The Profit Roadmap appeared first on Service Autopilot.
Our original plan was to release this episode on Christmas Day, but we said "bah, humbug" to that terrible plan because you need this Holiday Spectacular NOW. Cody and Bear give easy, actionable morale boosters for the holiday season. These are surefire ways to show your employees that you care about them and appreciate their work […]
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Martha Woodward owns Dusting Divas, a successful cleaning company in Oklahoma, and she's the co-founder of Quality Driven Software, a software company borne of her cleaning company's need for employee-specific data. She found very quickly in her cleaning business that the best way to solve problems was to turn those problems into incentivized challenges for […]
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Jim Evans, our VP of Sales and master salesman, tells us why "pressure-cooker" sales environments like in Glen Garry Glen Ross won't make you money. He gave some suggested reading: Spin Selling The Challenger Sale Listen to the show to hear why he recommended both books (and the advice he said you SHOULDN'T follow from one of […]
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Ty Wilkins is one of those guys who always has his nose buried in a book. He reads the way the rest of use our phones, that is, all the time. Walking, eating, maybe sleeping, Ty's always reading. Bear and I thought it would be helpful to get such a well-read guy to come on […]
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For those of you who were at SA4: Next, we want to remind you how awesome it was. For anyone who missed it, we want to give you a taste of the great things you missed out on. Blast from the Past: Jonathan's SA3 Talk Jonathan headlines our annual conference. He talks about the state […]
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Patrick Hoffman, marketing guru and writer on this blog, is back in the studio. He wants to give you some Marketing 101. We're diving into Facebook Ads and 9 (or 12 or 5) Arounds on this episode. Marketing Your Business doesn't have to be Hard You don't need an MBA or a consultant. You need good copy (check […]
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David Martinez, import specialist and company culture innovator, jumps into the studio with Cody and Bear, does a couple dozen push-ups and pull-ups then tells us all about the value of company culture and how he's directly contributed to the culture at Service Autopilot. Company Culture Keeps Your Company Profitable A company where no one […]
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It's finally here! We sit down with Jonathan Pototschnik, CEO of Service Autopilot and co-founder of several successful service industry companies to talk about his two most effective marketing strategies. Jonathan gives us the advice that he wishes he'd been given 15-20 years ago. It's like a time machine that makes you a future version […]
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Patrick Hoffman, writer on this blog and in-house marketer at Service Autopilot, chops it up with Cody and Bear about the principles of Value First Marketing. Value First, Profit Second Profit is key to success in business. It's the metric we measure ourselves by most often, but if we think about business as a relationship, it throws […]
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Chris Volpe, training department manager and business management expert, sits down with Cody Owen and Bear Duplisea to talk about the Pareto Principle, a business proverb based on ratios. We learn that it's definitively not an Italian cheese. This is an episode for anyone wanting to learn where the problems in their business come from […]
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Scott Howard, master trainer and job costing guru, talks about the only business stat that matters with Cody Owen and Bear Duplisea. This is the second episode of The Profit Roadmap, Service Autopilot's new podcast dedicated to helping service business owners grow stronger, healthier businesses. Why can't your business double (or triple) its profits by next […]
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Caleb Risley is the first guest on The Profit Roadmap. We know that he's everyone's favorite Member Support Rep and now he's ready to talk with Cody Owen and Bear Duplisea about what really goes on in the Support Department and Service Autopilot's Best Kept Public Secret. How do I download it? We'd recommend subscribing […]
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Mike Callahan is a successful service business owner in Upstate New York. He's worked his way out of the day-to-day operations and now spends a large percentage of his time helping other owners succeed. He's a talented businessman with a heart that wants to build up and give back to the community of business owners. […]
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