CSTG 243: Turning Confusion Into Commitment In Your Trades Team with Chad Peterman

Dec 16, 2025

Chad Peterman tackles the confusion that leads to a lack of commitment in home service teams. He highlights the importance of clarity and conflict, urging leaders to involve field professionals in decision-making. Practical strategies like teaching lead costs to CSRs and utilizing scoreboards can drive accountability. He emphasizes connecting daily tasks to larger family goals and the power of one-on-one meetings. By facilitating forums where technicians feel heard, leaders can foster a committed and high-performing team.

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INSIGHT

Clarity Precedes Commitment

Confusion kills commitment; clarity must come before action.
Facilitate conflict so meetings produce decisions people will actually support.

ANECDOTE

CSRs Surprised By Lead Costs

Chad told CSRs they didn't know how much leads cost and they reacted strongly once they learned the numbers.
That simple transparency instantly changed how they would fight to book calls.

ADVICE

Involve The Field Before Changing Processes

Ask the field before you change processes and explain the why behind changes.
If you must change quickly, review the decision afterward and communicate the outcome.

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Too many HVAC, plumbing, and home service leaders feel stuck in a cycle of "meeting after the meeting." Plans sound good in the room, but out in the field, nothing really changes. Technicians are confused, office teams feel out of the loop, and commitment is hit-or-miss.

In this solo episode, Chad Peterman continues the series on The Five Dysfunctions of a Team and digs into dysfunction number three: lack of commitment. He breaks down why clarity and conflict are non-negotiable if leaders want real buy-in, not silent resistance. From explaining lead costs to CSRs to involving field pros before changing processes, this conversation is built for leaders who manage techs, installers, and call center teams every day.

Chad unpacks how purpose, simple scoreboards, and better one on ones can transform "gray area" into clear expectations. He shares how paths to progression, pay plan clarity, and town hall style communication can help techs feel heard, supported, and ready to chase bigger goals for their families, not just hit a daily ticket number.

Ready to build a more committed, high-performing team inside your shop?

Join The Arena, Chad Peterman's coaching community for home service leaders, to get practical tools, live coaching, and a network of owners and managers who are scaling the right way - https://cantstopthegrowth.com/

Additional Resources:

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Connect with Chad on LinkedIn

Chad Peterman | CEO | Author

Learn more about the Peterman Brothers

Follow PeopleForward Network on LinkedIn

Learn more about PeopleForward Network

Key Takeaways:

Clarity before action: confused teams do not commit, so explain the why, what, and how before expecting buy in.
Conflict creates alignment: productive disagreement in meetings leads to decisions people will actually support.
Show the scoreboard: simple metrics and clear pay plans show techs exactly what winning looks like.
Listen to the field: involve technicians before changing processes so decisions work in the truck, not just the office.
Purpose over paycheck: connect daily work to helping families and building futures, not just closing tickets.
One on ones build commitment: use individual meetings to connect goals, performance, and support for each person.
Leaders remove friction: the main job of leadership is making the field's hard job easier so they can serve customers better.