Too many HVAC, plumbing, and home service leaders feel stuck in a cycle of "meeting after the meeting." Plans sound good in the room, but out in the field, nothing really changes. Technicians are confused, office teams feel out of the loop, and commitment is hit-or-miss.
In this solo episode, Chad Peterman continues the series on The Five Dysfunctions of a Team and digs into dysfunction number three: lack of commitment. He breaks down why clarity and conflict are non-negotiable if leaders want real buy-in, not silent resistance. From explaining lead costs to CSRs to involving field pros before changing processes, this conversation is built for leaders who manage techs, installers, and call center teams every day.
Chad unpacks how purpose, simple scoreboards, and better one on ones can transform "gray area" into clear expectations. He shares how paths to progression, pay plan clarity, and town hall style communication can help techs feel heard, supported, and ready to chase bigger goals for their families, not just hit a daily ticket number.
Ready to build a more committed, high-performing team inside your shop?
Join The Arena, Chad Peterman's coaching community for home service leaders, to get practical tools, live coaching, and a network of owners and managers who are scaling the right way - https://cantstopthegrowth.com/
Additional Resources:
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Chad Peterman | CEO | Author
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Key Takeaways:
- Clarity before action: confused teams do not commit, so explain the why, what, and how before expecting buy in.
- Conflict creates alignment: productive disagreement in meetings leads to decisions people will actually support.
- Show the scoreboard: simple metrics and clear pay plans show techs exactly what winning looks like.
- Listen to the field: involve technicians before changing processes so decisions work in the truck, not just the office.
- Purpose over paycheck: connect daily work to helping families and building futures, not just closing tickets.
- One on ones build commitment: use individual meetings to connect goals, performance, and support for each person.
- Leaders remove friction: the main job of leadership is making the field's hard job easier so they can serve customers better.
