Michael Lanphear, CEO of AYS Plumbing & Rooter, shares his incredible journey of growing his business from a one-man operation to a multi-million dollar success in just two years. He discusses how performance pay and a strong company culture are key to superserving customers. Michael reveals effective strategies for managing bad reviews and surprising hiring tips. He also highlights the importance of utilizing Housecall Pro for streamlined operations and the role of community support in overcoming challenges. Expect insights on consistency and future growth!
AYS Plumbing's rapid growth stems from prioritizing exceptional customer and technician experiences, which significantly differentiates them in the plumbing industry.
The implementation of performance-based pay motivates technicians while fostering accountability, crucial for maintaining high-quality service and customer satisfaction.
Deep dives
Transforming Customer and Technician Experiences
The importance of enhancing customer and technician experiences is highlighted as a primary driver for the growth of AYS Plumbing. The CEO, Michael Lanter, identified significant shortcomings in the plumbing industry concerning service quality and technician involvement. By launching AYS with a focus on creating a positive culture that prioritizes both client satisfaction and technician engagement, the company quickly differentiated itself from competitors. This commitment to improving experiences has proven to be a cornerstone in building a successful and rapidly growing business.
The Role of Performance Pay in Growth
Performance pay is emphasized as a crucial factor in motivating technicians at AYS Plumbing. Michael Lanter discusses the effectiveness of performance-based compensation, which incentivizes employees to perform well while fostering a sense of accountability. However, he also notes the need for careful monitoring to ensure that excessive selling does not detract from customer experiences. By paying technicians competitively and providing a supportive environment, AYS has cultivated a dedicated workforce focused on delivering exceptional service.
Driving Success Through Customer Reviews
Exceptional service is at the heart of AYS Plumbing's strategy for generating positive customer reviews, which play a vital role in their success. The company goes above and beyond to resolve any mistakes quickly and effectively, often turning negative experiences into positive ones by addressing issues directly with clients. Additionally, asking customers for reviews and utilizing tools like QR codes and automated requests have helped boost their reputation. This proactive approach to customer feedback not only enhances their online presence but also emphasizes the value of customer satisfaction in driving business growth.
Word-of-Mouth and Social Media for Talent Acquisition
AYS Plumbing has achieved impressive growth in personnel largely through word-of-mouth referrals and social media visibility, rather than traditional advertising methods. Michael Lanter notes that satisfied technicians share their positive experiences with colleagues, which attracts new talent without the need for paid recruitment channels. The company’s strong social media presence further enhances its appeal, drawing in individuals who are eager to join its team. This organic growth strategy underscores the significance of building a positive workplace culture and effectively engaging with both customers and employees online.
Michael Lanphear turned his one-man shop, AYS Plumbing & Rooter, into a multi-million-dollar business in two years. AYS stands for “At Your Service,” and they provide quality service all over southern California. Michael shares with Roland how he and his team superserve customers. He also talks about creating a winning culture, paying his team based on performance, and the importance of quality benefits. Spoiler: That’s key to his incredible growth. They also discuss flipping bad reviews, surprising hiring tips, and the Housecall Pro features AYS utilizes and appreciates the most.
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