Peter Lohmann's Podcast Scaling a $30M Home Services Biz with John Wilson
Nov 20, 2024
John Wilson, CEO of Wilson Plumbing & Heating, takes us through the whirlwind journey of scaling a $30M home services business. He shares insights on structuring an organization effectively and the challenges of managing diverse trades. John highlights the role of AI in enhancing customer service with innovations like an AI receptionist. The discussion also covers strategic upselling, optimizing communication strategies, and the impact of the Entrepreneurial Operating System on accountability. Discover how leadership evolves as a business grows and how to navigate complexities for sustainable success.
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From $1M to $30M in 8 Years
- John Wilson bought his family's plumbing and heating company in 2016 with eight people and $1 million revenue.
- In eight years, they scaled 25 times to a $30M+ business with over 135 employees.
Answer Calls Fast
- Aim to answer calls within seven seconds to avoid losing customers to competitors.
- Optimize call center efficiency by prioritizing lead calls and reducing time spent on non-lead calls.
Emergency Drives Phone Calls
- Emergency home services calls drive phone contacts, not texts or emails.
- Customers want immediate assurance they are taken care of in urgent home repair situations.
