Smart Growth Strategies: Coaching, Delegation, and Personal Care
Mar 11, 2025
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Learn about the powerful growth strategies that fueled a plumbing business's 45% year-over-year success. The conversation highlights the significance of coaching and continuous training in home services. Discover how expanding office space and evolving plumbing practices are crucial for improving service delivery. Plus, explore the importance of personal well-being and how activities like cycling can alleviate business stress. Lastly, the power of delegation in leadership is discussed, showcasing the balance between control and team empowerment.
The successful growth of Tony LaMartina Plumbing is largely attributed to structured coaching and continuous training that enhances operational efficiency.
Internalizing services like drain cleaning has improved quality control and customer satisfaction by ensuring a consistent brand experience.
Deep dives
Expansion and Growth
Tony LaMartina Plumbing is experiencing significant growth, prompting a move from a cramped 715-square-foot office to a more spacious 2,500-square-foot facility. The company has seen a 45% year-over-year increase, attributed to joining Nexstar, which has helped align their systems and improve operational efficiency. This expansion allows for better organization and a more professional work environment, enabling the team to perform effectively and adapt to growing demands. The move not only accommodates their current staff but also anticipates future hires as the business continues to evolve.
Enhancing Customer Experience Through Training
The importance of training has emerged as a central theme in the company's efforts to refine operations, particularly in the call center and service teams. By implementing structured coaching from Nexstar, the business has improved its approach to handling calls and customer engagement, ensuring consistency and quality across all interactions. This focus on continuous training addresses existing gaps and promotes a culture of ongoing learning among all team members, from customer service representatives to the leadership team. Such initiatives are crucial for maintaining high service standards and boosting overall customer satisfaction.
Bringing Services In-House
The company has recently launched a new division for drain cleaning and underground work, transitioning from subcontracting these services to managing them in-house. This shift enables better quality control and alignment with existing plumbing services, enhancing the overall customer experience. By standardizing the appearance and behavior of their technicians, the company aims to deliver a cohesive service, thereby improving customer trust and satisfaction. The decision to internalize these services was driven by past negative experiences with subcontractors, emphasizing the importance of presenting a unified brand image.
Continuous growth is a goal for many home service businesses, but it’s no easy feat. In this special episode recorded live at Pantheon, we welcome back Matt LaMartina, President and Owner of Tony LaMartina Plumbing in St. Louis. Matt returns to share the strategies that helped his company achieve rapid success, including growing 45% year over year.
From overcoming cramped office space to opening new divisions like drain services, Matt dives into the practical and leadership lessons that made it possible. He discusses the importance of training across all roles, the power of delegation, and his approach to balancing innovation with core operational fundamentals.
Tune in for a candid conversation packed with insights to help your trades business scale sustainably.
Join us as we discuss:
[2:35] Coaching partnerships and the importance of continuous learning
[8:34] An update from the St. Louis apprenticeship legal battle
[14:08] The importance of personal care and making space to decompress
Check out these resources we mentioned during the podcast:
Check out our previous interview with Matt LaMartina here!