To The Point - Home Services Podcast

The Leland Smith Blueprint to a $500MM Service Champion

5 snips
Jun 29, 2021
Leland Smith, Founder and CEO of Service Champions, shares his journey of transforming the company into a $400 million powerhouse. He emphasizes the importance of operational rigor and a pay-first technician model. Frank DeMarco, a partner focusing on operations, discusses cultivating team culture and seamless integration with partners. They explore strategies for rapid scaling through private equity and the principles behind fair deal structures. Leland also reflects on his legacy of improving employees' lives and giving back to the industry.
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ADVICE

Pay Technicians To Win Loyalty

  • Pay technicians above market to demand exceptional customer care and loyalty.
  • Use generous pay to build a service culture that customers notice and return to.
ADVICE

Do Small Free Deeds

  • Encourage techs to perform small, free acts of service during calls to differentiate your company.
  • Share those stories in meetings to reinforce behavior and build customer relationships.
ADVICE

Do Full-Length Tune‑Ups

  • Do comprehensive 90–90 minute tune-ups instead of rushed 20–30 minute checks to show real value.
  • Train techs to involve customers and make detailed recommendations every visit.
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