Freedom Blueprint for Home Services | HVAC, Plumbing, Electrical, Leadership, Business Growth 120 | Then vs. Now: The Shift in Contractor Mindset with Justin and Janeen Norquist (Live at Service World Expo 2025)
Show Information
Episode Number: 120
Date: Nov 28, 2025
Duration: 32:16
Host Contact Information
Host: Justin Deese
Website: JustinDeese.com
Email: podcast@JustinDeese.com
Guest Co-Host: Kristen Deese
Website: KristenDeese.com
Guest Contact Information
Guests: Justin & Janeen Norquist
Company: Just In Time Heating, Air Conditioning & Plumbing
Website: www.JustInTimeHeroes.com
Emails:
• Justin – Justin@JustInTimeHeroes.com
• Janeen – Janeen@JustInTimeHeroes.com
Episode Description
The contracting world has changed — fast. In this episode, we explore how leadership, technology, team culture, and customer expectations have reshaped the plumbing and HVAC industry. Recorded live at Service World Expo 2025, Justin and Kristen sit down with Justin and Janeen Norquist of Just In Time to unpack what the industry looked like 10–15 years ago versus today.
From hiring for culture instead of résumés, to leveraging AI and modern training tools, to redefining emergency service and building a workplace where people want to stay—this conversation is a masterclass in evolving your business without losing your values.
Summary
Building a sustainable contracting business today looks nothing like it did a decade ago—and the Norquists have lived the shift firsthand. Over 15 years, they grew Just In Time from a two-person 24/7 operation to a 24+ employee, culture-first organization anchored in core values, structure, and modernized training.
They share how the expectation of “years of experience” has been replaced by hiring for attitude, work ethic, and alignment. Technology like Service Titan, Conduit, and Interplay has shortened training timelines from years to weeks, created consistency across the team, and helped them compete with underpriced one-truck operators in rural markets.
The conversation digs into how AI is already becoming a powerful support tool for communication, leadership, and coaching—and why it should supplement thinking, not replace it. The group also explores generational changes in the workforce, the shift away from 24/7 emergency service, and how DISC profiles and value-driven leadership create stronger teams.
It all wraps with a powerful leadership example: Justin’s year-long daily habit of walking a mile and reading every morning, which quietly transformed their entire company as the team joined in.
Takeaways
- Experience ≠ Alignment: A tech with 20 years in the field might still do things the wrong way. Hire for character and train the skill.
- Six-week ramps are the new norm: Modern tools have drastically shortened the path to productivity for new technicians.
- Tech unlocks consistency: ServiceTitan forms, digital proposals, and structured processes ensure every customer gets the same quality experience.
- AI is a force-multiplier: Use it as a thinking partner to refine communication, draft documentation, anticipate team questions, and coach technicians.
- Customers aren’t looking for the cheapest—just the clearest value: Tools like Conduit help simplify complex choices and separate your company from mispriced competitors.
- The workforce has changed—leadership must too: Today’s team members need vision, purpose, and healthy boundaries. Command-and-control is out; clarity and connection are in.
- 24/7 is no longer required: With smart communication and a values-led approach, you can reduce burnout, protect your team, and still keep customers happy.
- Culture must be visible: From interviews to team meetings to training rooms (with DISC profiles on the wall), values have to be lived, not laminated.
- Leaders go first: Personal habits radiate through the entire organization—your team will follow what you model, not just what you say.
Chapters
- Opening – Live at Service World Expo 2025
- Just In Time’s journey: launching in 2010 & growing to 24+ employees
- Why hiring for “experience” backfires & culture-first hiring wins
- Faster training: from year-long apprenticeships to six-week programs
- How ServiceTitan created consistency across the team
- The shift to tech-enabled selling: Conduit, smart proposals & digital options
- AI in the trades: writing, coaching, thought-partnering, and leadership support
- Generational differences & evolving leadership styles
- Saying goodbye to 24/7 service without losing customers
- Redefining emergencies & using qualifying questions
- DISC as a communication tool & posting profiles for team awareness
- The power of peer support & accountability
- Justin’s daily mile + reading habit and the ripple effect across the team
- Closing thoughts & gratitude from the live audience
Keywords
#FreedomBlueprintPodcast #JustInTime #JustinNorquist #JaneenNorquist #JustinDeese #ServiceWorldExpo #HVAC #Plumbing #Contractors #Leadership #CompanyCulture #HiringForCulture #ServiceTitan #Conduit #AIInTrades #TechnicianTraining #HomeServices #ModernContractor #BusinessGrowth #ThenVsNow #GenerationalWorkforce #CoreValues #DISC #EmergencyService #IndustryEvolution #TreadmillAndBooks
Mentioned in this episode:
SERVICE MANAGER ACADEMY 2026
WWW.SERVICEMANAGERTRAINING.COM