Owned and Operated - A Plumbing, Electrical, and HVAC Business Growth Podcast

#179 HVAC, Plumbing & Electrical SOPs: Multi-Touchpoint Strategies for Business

Mar 20, 2025

Discover how to streamline operations in HVAC, plumbing, and electrical businesses with effective SOPs. Learn the importance of accountability and structured communication to manage multi-department processes. Gain insights on optimizing technician efficiency and improving customer service through automation. Explore the financial implications of collections and the necessity of regular audits. Unlock the keys to mitigating legal risks and enhancing overall business health for sustainable growth.

45:59

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Quick takeaways

Implementing multi-touchpoint standard operating procedures is essential for enhancing efficiency and customer communication across HVAC, plumbing, and electrical businesses.

Utilizing AI technology in call centers can significantly optimize operations, reduce staff workload, and improve customer satisfaction and profitability.

Deep dives

The Importance of Cross-Departmental Processes

Effective business processes must engage multiple departments to reduce the risk of failure. When a process relies solely on one department, it significantly increases the likelihood of oversight or errors, as highlighted by a case of a business not paying payroll taxes, which can have severe legal consequences. The podcast underscores the integration of financial and operational processes, such as ensuring that all departments communicate effectively about completed jobs and follow-ups. This cross-department collaboration is crucial for mitigating financial losses and ensuring proper collections.

Intro

2min

Streamlining Financial Processes

10min

Navigating the Legal Liabilities of HR Management

2min

Optimizing Accountability in Multi-Department Management

7min

The Importance of Frontline Obsession in Business Management

3min

Importance of Accountability in Business Operations

17min

Mastering Collections for Business Health

5min

Looking to streamline operations for your HVAC, plumbing, or electrical business? In this video, we break down multi-touchpoint SOPs to help you improve efficiency, enhance customer service, and boost profitability. Whether you're managing service calls, optimizing workflows, or improving team coordination, having solid standard operating procedures (SOPs) is key to scaling your business.

🌟 In This Episode We Cover How to
🔹 Improve technician efficiency
🔹 Enhance customer communication
🔹 Automate and standardize processes

💼 Shoutout to Avoca AI!
Looking to train your call center and improve technician performance? Avoca AI helps teams identify issues, improve call quality, and drive results from start to finish.

🔗 Schedule a demo

Shout Out to FieldPulse 🚀
FieldPulse is an incredible Field Service Management platform that helps you save hours each week while keeping your operations running smoothly. If you're looking to streamline your processes, stay competitive, and focus on what truly matters, FieldPulse is a game-changer!

📅Book your demo

🎙️ Episode Hosts:
🗣️ John Wilson – Follow on X
🗣️ Jack Carr – Follow on X
📢 Contact Owned and Operated: