Service Business Mastery for Skilled Trades: HVAC, Plumbing & Electrical Home Service

In this episode of Service Business Mastery, Tersh speaks with Michelle Ashton Jeppesen, Director of Business Development & Customer Success at Jill’s Office, about the role of artificial intelligence in customer service.  Michelle explains why the human touch will always be vital in customer service, while identifying key areas AI can still help you deliver better results for your customers. Michelle also shares how Jill’s Office helps ensure their clients never lose money on costly missed calls and the best strategies service businesses can implement to interact with their customers. SHOW NOTES - How Jill’s Office is helping service businesses [7:21]  - AI vs. the human touch [13:54]  - AI and the dreaded one-star review [16:23] - Customer service is the true differentiator [29:28] - The true cost of a missed call [38:37] Resources And People Mentioned: This episode is kindly sponsored by: - Sera (visit their website) - UpFrog (visit their website) - Emerson (visit their website). - CompanyCam (visit their website)  Visit www.companycam.com/SBM and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the Service Business Mastery Facebook group --- Send in a voice message: https://podcasters.spotify.com/pod/show/tershblissett/message Support this podcast: https://podcasters.spotify.com/pod/show/tershblissett/support

In this episode of Service Business Mastery, Tersh and Josh interview Randy Stanbury, to tackle a common hurdle faced by business owners – understanding their financials. Randy is the founder of “4 Level Coach” and former founder of Service Freight Systems, Randy reveals that a staggering 98% of business owners lack an understanding of their financial metrics, leaving them without a clear direction. To overcome this, he stresses the importance of regularly reviewing financial statements like the Profit and Loss statement and balance sheet. Additionally, tracking industry-specific Key Performance Indicators (KPIs), such as billable hours and labor burden, is essential for service businesses. Moreover, Randy advocates for pricing services based on the value they bring rather than adhering to market standards. By mastering financial insights and aligning pricing with value, business owners can ensure profitability and sustainable growth.  Tune in for valuable strategies and insights to help your business thrive and make informed decisions for lasting service business mastery and success. SHOW NOTES Intro 00:01 Sponsor Messages- 01:35 Biggest Hurdles That Bussiness Owners Face - 08:08 Understanding the importance of financials- 09:13 Self-performing work vs subcontracting.- 12:14 Technician guilt and growth in business - 18:48 Making a Realistic ROI Plan and Vision for Your Business- 21:17 How Coaches and Mentors Unravel Struggles in Conversations - 25:58 Embracing Stretch Goals to Propel Business Success - 30:04 Sustaining Success in 90-Day Cycles - 33:00 Discussing Failure and Rewards - 35:02 Achieving Clarity without Overwhelming the Team - 42:01 Closing out the Conversation with Randy Stanberry  - 46:13 Outro - 46:53 Resources And People Mentioned: This episode is kindly sponsored by:  - Sera (visit their website) - CompanyCam (visit their website) - UpFrog (visit their website) - Emerson (visit their website) - Visit www.companycam.com/SBM and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the Service Business Mastery Facebook group This episode was produced by Reignite Media and promoted by Relentless Digital.   --- Send in a voice message: https://podcasters.spotify.com/pod/show/tershblissett/message Support this podcast: https://podcasters.spotify.com/pod/show/tershblissett/support

In this episode of Service Business Mastery, Tersh and Josh dive into the insights and experiences of Tom Casey, a veteran in the field of home energy conservation, HVAC design and engineering, and indoor air quality with over three decades of experience. His passion lies in creating homes that are not just comfortable but also safer, healthier, and more energy-efficient. His entrepreneurial skills are evidenced in his successful establishment and operation of three contracting companies: Climate Engineering, Climate Partners, and Dr. Energy Saver of Southern CT. Currently, apart from consulting in the industry, Casey assists home improvement contractors in generating online leads to enhance their businesses. His unique approach to his field is grounded in practical experience and reality, rather than abstract theory or elaborate concepts, which he asserts leads to superior results. In addition to his hands-on work, Casey is also a respected author and teacher in his field. He has crafted training materials and systems, designed and built training exhibits, and even constructed labs for a national franchise energy training center. This multifaceted involvement in his industry has granted him opportunities to present at industry events and conferences regularly. Moreover, his expertise is frequently sought for contribution in some of the leading home and industry publications. SHOW NOTES - Life-altering close call and transformation - 01:23 - Discussion on the Peter Principle and the Law of the Lid - 06:09 - The issue of inadequate training for managers - 09:45 - Exploring the role of managers in home services - 12:22 - Delving into the concept of the lid - 14:02 - Daily reevaluation of the customer journey - 19:35 - Strategies for enhancing customer shopping experiences - 22:30 - Focusing on the customer experience - 25:44 - The importance of simplicity - 29:26 - Effective techniques for establishing strong customer connections - 31:00 - The challenges faced in dispatch roles - 35:09 - Managing customer appointment scheduling - 37:12 - Addressing technicians' aversion to being on-call - 41:23 - Prioritizing profitability in planning - 44:00 This episode is kindly sponsored by: - Sera visit their website - CompanyCam visit their website - UpFrog visit their website - Emerson visit their website Visit www.companycam.com/SBM and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the Service Business Mastery Facebook group This episode was produced by Reignite Media and promoted by Relentless Digital.    --- Send in a voice message: https://podcasters.spotify.com/pod/show/tershblissett/message Support this podcast: https://podcasters.spotify.com/pod/show/tershblissett/support

In this episode of the Service Business Mastery podcast, hosts Tersh Blissett and Josh Crouch discuss valuable business insights with their guest, Jason Grooms. Jason shares his background as a son of a chicken farmer and his passion for mechanical works. After attending HVAC school and gaining experience in a big AC company, Jason started Absolute Climate Control in North Georgia. Together, they discusses the pain points of transitioning from technician to business owner and the challenges that come with it, as well as understanding the importance of processes and different ways to adjust and implement them within a company cutlure.  SHOW NOTES  - Jason’s background from being a son of a chicken farmer [2:30] - Being a technician turned business owner. [4:29] - Jumping back into the truck after challenges. [6:30]  - The importance of technical training, process building, and support [10:19]  - How processes and help attain positive client success [12:55]  - Continued training on processes for success. [17:30] - Takeaways from attending events and conferences. [19:25] Resources And People Mentioned: - This episode is kindly sponsored by Sera (visit their website) CompanyCam (visit their website), UpFrog (visit their website) and Emerson (visit their website). - Visit www.companycam.com/SBM and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the Service Business Mastery Facebook group --- Send in a voice message: https://podcasters.spotify.com/pod/show/tershblissett/message Support this podcast: https://podcasters.spotify.com/pod/show/tershblissett/support

In this episode of Service Business Mastery, Tersh and Josh dive into the insights and experiences of Jeremy Adams, an entrepreneur, CEO, and firefighter. Jeremy shares his early struggles about living out of his car to how his firefighting background has influenced his approach to leadership and team management in his HVAC business. He discusses the importance of empowering team members, building relationships, and fostering a proactive rather than reactive mindset. Jeremy also highlights the value of implementing processes and leveraging resources like the Profit Coach program offered by BDR. Tune in to gain valuable perspectives on leadership, problem-solving, and driving business growth. SHOW NOTES - Jeremy discusses expanding the electrical division of his business [2:06] - The importance of surrounding yourself with the right people [4:12] - Jeremy talks about his first hire and shares his future plans [6:08] - Strategies for preventing employee financial irresponsibility [10:07] - How to manage many people using experience from firefighting [13:02] - Building genuine relationships as a key aspect of leadership [15:22] - Jeremy draws parallels between firefighting and business strategies [17:31] - How setting up technicians for success is a priority [21:09] - Discussing the concept of charging more for value [25:14] - Tersh mentions sponsors and encourages reaching out for support [26:32] Resources And People Mentioned: - This episode is kindly sponsored by Sera (visit their website) CompanyCam (visit their website), UpFrog (visit their website) and Emerson (visit their website). - Visit www.companycam.com/SBM and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! - Join the Service Business Mastery Facebook group This episode was produced by Reignite Media and promoted by Relentless Digital.    --- Send in a voice message: https://podcasters.spotify.com/pod/show/tershblissett/message Support this podcast: https://podcasters.spotify.com/pod/show/tershblissett/support

Danielle Putnam specializes in business development and marketing operations, Danielle’s passion is to build thriving companies. When she’s not training for the next 1/2 marathon or travelling to a quiet beach with a good book...she’s talking to Contractors nationwide about how they truly can double, triple and quadruple their sales with The New Flat Rate - Menu Pricing Made Easy. Jim Hinshaw, promoted to VP of Vertical Markets at Service Nation, oversees HVAC, Plumbing and Connected Home verticals. Jim has been involved with Service Nation for over two decades as a consultant, and joined full-time in 2020.  He is now part of a great, growing team that helps companies grow and prosper, providing day-to-day management systems and techniques, up to and including exit strategies.  SHOW NOTES - Introduction to the episode: Jim and Danielle discuss the upcoming Service World Expo and Business Uncensored events. [0:00] - Introducing guests Danielle Putnam and Jim Hinshaw. Danielle is the president of The New Flat Rate and Jim is the Vice President of Sales at Service Nation. [0:17] - Conversation on how Danielle Putnam's company The New Flat Rate offers menu pricing, coaching and training, and ride alongs with techs across the US and Canada. [7:58] - Service Nation's and The New Flat Rate's decision to combine forces to put together a comprehensive conference that covers a wide array of business topics. [9:27] - Announcement of the upcoming event in Phoenix, Arizona at the convention center. [13:19] - The Joseph Grow Foundation golf tournament as the event kickoff. [13:42] - Highlighting Lou Habika's story: Lou Habika, owner of Habika Services, sold the business but stayed on as the general manager. [32:55] - Success story of Renee Lucas: Renee Lucas aims to generate $5-6 million in revenue while spending five months traveling. [34:06] - The joy of building and running a business: Jim and Danielle discuss the purpose and fulfillment that come from building and running a business, even after selling it. [36:29] - Importance of early registration: Jim and Danielle encourage listeners to register early and plan ahead for the event. They mention the two-for-one pass offer and a promo code for a discounted rate. [48:46] - Conclusion and closing remarks: Jim and Danielle express their excitement for the upcoming events and thank the listeners for tuning in. To learn more about the event and register, visit serviceworldexpo.com. Reach out to Jim or Danielle for any questions. [52:03] Resources And People Mentioned: - From Service World Expo - Danielle’s Promo Code for Sign up BeYou2023 "Tell 'em Jim sent you". - This episode is kindly sponsored by Sera (visit their website) CompanyCam (visit their website), UpFrog (visit their website) and Emerson (visit their website). - Visit www.companycam.com/SBM and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the Service Business Mastery Facebook group   --- Send in a voice message: https://podcasters.spotify.com/pod/show/tershblissett/message Support this podcast: https://podcasters.spotify.com/pod/show/tershblissett/support

Meet Stephanie Postell, an adventurous business owner who leads with determination and drive in the competitive HVAC sector. As the co-owner of Anchor Heating and Air, a thriving business based in Charleston, South Carolina, Stephanie has amassed over 10 years of experience mastering the skills of business development and operations management.  If you're feeling the frustration of constantly competing with other HVAC businesses and struggling to differentiate yourself, then you are not alone! You may be offering competitive pricing or flashy marketing campaigns, but still finding it hard to stand out and attract new clients. Customers may be choosing your competitors based solely on price, or worse yet, not choosing you at all.  In this episode of Service Business Mastery, Tersh and Josh speak with Stepahnie and share experiences and knowledge on offering exceptional service and going above and beyond, how you can set yourself apart and create a loyal customer base that will bring continued success to your business, and how a skilled teacher or mentor can help employees maximize their potential by guiding their development. Resources And People Mentioned: Elevate by Tommy Mello ChatGPT Microsoft Teams, Trello, Monday Board, Asana, HubSpot  Come up for Air by Nick Sonnenberg Jasper, (formerly known as Jarvis) What Everybody is Saying by Joe Navarro Chris Voss This episode is kindly sponsored by Sera (visit their website) CompanyCam (visit their website), UpFrog (visit their website) and Emerson (visit their website). Visit www.companycam.com/SBM and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the Service Business Mastery Facebook group --- Send in a voice message: https://podcasters.spotify.com/pod/show/tershblissett/message Support this podcast: https://podcasters.spotify.com/pod/show/tershblissett/support

Michael Disney is a highly respected and experienced professional in the service businesses industry, known for his expertise in optimizing operational processes. With years of hands-on experience, Michael has helped countless entrepreneurs achieve success by developing sustainable and profitable strategies that focus on streamlining operations. His friendly and approachable personality makes him a popular figure among business owners, who value his insightful guidance and practical tips. On this episode of Service Business Mastery, Join Tersh and Josh as they team up with the unstoppable Michael Disney to dissect the daring journey of optimizing operational processes that service business entrepreneurs must take, to achieve their goal of profitability and sustainability amidst challenging times. Resources And People Mentioned: Mike Agugliaro, CEO Warrior | The Lion’s Den Podcast Service Business Growth Group This episode is kindly sponsored by Sera (visit their website) CompanyCam (visit their website), UpFrog (visit their website) and Emerson (visit their website). Visit www.companycam.com/SBM and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the Service Business Mastery Facebook group --- Send in a voice message: https://podcasters.spotify.com/pod/show/tershblissett/message Support this podcast: https://podcasters.spotify.com/pod/show/tershblissett/support

Burgers to bangles to gas pipes- A lifelong business lesson. Join us on this episode of Service Business Mastery as Tersh and Josh dive into the inspiring story of Lori Tschohl, winner of the 2022 Service World Woman of the Year Award. From owning McDonald’s franchises to running a successful HVAC business, Lori shares her secrets to success and the importance of networking and continuous learning. While Lori’s journey from fast food to fine jewelry was unconventional, her leap into the trades industry was quite unexpected. With no experience, she faced challenges head-on, determined to succeed. Through networking and mentorship with Women in HVACR, Lori found the support and inspiration necessary to grow her business and empower other women. Her story is a testament to the power of continuous learning and leadership, even in unfamiliar territory. But what unexpected twist will she encounter next? Only time will tell, but one thing is for sure: Lori’s journey is far from over! Resources And People Mentioned: Join Women in HVACR to connect with a community of strong and powerful women in the HVAC industry. Connect with Lori Tschohl on social media or through her website to learn more about her business and experiences. This episode is kindly sponsored by Sera (visit their website) CompanyCam (visit their website), UpFrog (visit their website) and Emerson (visit their website). Visit www.companycam.com/SBM and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the Service Business Mastery Facebook group --- Send in a voice message: https://podcasters.spotify.com/pod/show/tershblissett/message Support this podcast: https://podcasters.spotify.com/pod/show/tershblissett/support

On this episode of Service Business Mastery, Join Tersh Blissett and Joshua Crouch as they welcome Lauren Vahey and Sarah Ghirardo to Service Business Mastery for an insightful conversation on tackling self-doubt and imposter syndrome. Lauren, who shifted her focus from dance to operations management, brings a fresh perspective on the role of mindset in business success. Sarah, with her extensive marketing and call center management experience, underscores the significance of strong leadership and effective people management in overcoming challenges. Resources And People Mentioned: Join the Women in HVACR public Facebook group for questions, advice, and networking opportunities. Consider building a strong mindset and addressing imposter syndrome to unlock personal and professional growth. Focus on empowering people, rather than just completing tasks, to become a successful manager or leader. Use Service Titan to optimize your scheduling and improve your business operations. Attend industry events and conferences, such as the Women in HVACR 2022 celebration, to network and learn from experts in the field. This episode is kindly sponsored by Sera (visit their website) CompanyCam (visit their website), UpFrog (visit their website) and Emerson (visit their website). Visit www.companycam.com/SBM and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the Service Business Mastery Facebook group. --- Send in a voice message: https://podcasters.spotify.com/pod/show/tershblissett/message Support this podcast: https://podcasters.spotify.com/pod/show/tershblissett/support