In this episode of the Torsion Talk podcast, host Ryan Lucia meets with Kathy Nielsen, an expert in the home services industry, known for her expertise in systems and processes. Kathy, also known as "The Chicken Lady," talks about her journey from managing an HVAC company to building a successful consulting business. Her firm helps service-based companies optimize operations, particularly through software like ServiceTitan and QuickBooks.

Summit and Sales Training Announcements

Ryan highlights the upcoming Puerto Rico Summit, a must-attend event for business owners looking to improve their operations. He also discusses the benefits of their sales training sessions, which focus on ethical and consultative selling techniques.

Meet Kathy Nielsen: Systems and Processes Expert

Kathy Nielsen shares her journey from the HVAC industry to consulting, where she now helps service companies streamline their operations. Her expertise in business processes and software tools like ServiceTitan and QuickBooks has made her a trusted industry advisor.

The Role of SOPs (Standard Operating Procedures)

Kathy explains the importance of clear, consistent Standard Operating Procedures (SOPs) for smooth daily operations, especially in small businesses. She offers practical tips for developing SOPs that are effective and easy to follow.

Maximizing Software Efficiency

Kathy provides insights into how businesses can better utilize software like ServiceTitan and QuickBooks to manage data more effectively and streamline operations. She shares advice on setting up business units and dashboards to gain actionable insights and improve decision-making.

Improving Dispatch and Communication

Kathy discusses best practices for setting up an efficient dispatch system, tailored to different business sizes. She emphasizes the importance of separating the roles of Customer Service Representatives (CSRs) and Dispatch Service Representatives (DSRs) to improve customer service and operational efficiency. Kathy also shares strategies for enhancing communication between field and office staff, boosting overall business performance.

Conclusion

Ryan wraps up the episode by reflecting on the valuable insights shared by Kathy. This episode is full of actionable advice for business owners looking to improve communication, systems, and processes. Don’t miss out on these insights, and be sure to secure your spot at the Puerto Rico Summit!

Find Ryan at:

⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://garagedooru.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://aaronoverheaddoors.com⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

⁠https://markinuity.com/⁠

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