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Toolbox for the Trades
Fail to Scale: Why Lack of Process Optimization Cripples Growing Businesses
Jan 21, 2025
Dan Lizette, the Director of Process Improvement at Mattioni Plumbing, Heating & Cooling, shares his expertise in scaling operations in the trades. He dives into the importance of robust documentation and training systems for business growth. Listeners will gain insights on optimizing call center processes, creating clear career paths for employees, and implementing performance incentive programs. Dan also highlights the value of bringing in fresh talent from outside the industry to foster innovation and diverse perspectives.
37:00
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Quick takeaways
- Dan Lizette emphasizes the importance of robust documentation as a foundation for scaling operations and maintaining institutional knowledge.
- The implementation of a performance score system significantly enhanced productivity, fostering accountability and engagement among customer service representatives.
Deep dives
Scaling the Call Center
The transformation of the call center at Mattione Plumbing, Heating, and Cooling involved a substantial scale-up from three to fourteen employees. Initially, the company lacked the necessary processes and policies needed for larger organizational structure. Dan Lizette focused on identifying gaps, creating documentation, and refining policies to ensure consistency in operations as the team expanded. This approach allowed for an effective onboarding process for new employees and established a framework for continued growth within the organization.
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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode