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.