Waste No Day: A Home Services Motivational Podcast

In today’s show, we interview special guest Caleb Harnish. Caleb brings a unique background to the service industry by both understanding the customer side and the technician side of the equation. Entering the trades in customer service after some time at college, Caleb started his journey in the office. Here he learned the importance of serving a customer and the types of needs that homeowners have on a day-to-day basis. He eventually moved into a role as human resources director which taught him about the concerns and challenges of technicians, plumbers, and electricians. Combining these two areas of expertise, Caleb branched out into the sales field delicately balancing and bridging the gap between homeowners and technicians when HVAC replacement is in discussion. Caleb has and continues to learn the value of understanding pain in his meetings with customers. Caleb shares his practical advise on how understanding everything the customer is dealing with aids in providing a solution the customer needs.

In today's show, we discuss the topic of pain and how it is your ally. Most people will take great effort to avoid pain. However, as every homeowner knows, pain comes built into every house. The home services industry was born out of a desire to avoid pain. We invented tools and machines to make the home more comfortable. We want lights in our house to avoid having to use candles. We want working toilets to avoid the cold outhouse. We want on demand heat to avoid chopping wood or shoveling coal. Along with these inventions always comes a need for repair and replacement. This is where home service professionals encounter customer pain. When something is broken or not working properly, the customer is in pain and wants it corrected. Understanding the pain of a customer is in not only makes you empathetic but also helps you fix the problem with the best solution. Like a good doctor, a technician must first conduct an exam before prescribing the remedy. Understanding the pain is what makes it your ally.

In today’s show, we interview special guest Ryan Veilleux. Ryan, like so many entered the trades in his teens as a plumber’s helper. This turned into becoming a plumber which led to crossing into HVAC. Ryan perfected his craft as a heating and air conditioning technician serving the customer through maintenance and repairs. He further honed his skill in customer service and communication by “listening.” Ryan speaks about what he was listening for at each call and how he developed his training on spotting opportunities.

In today's show, we discuss the topic of looking for opportunities. Many people wait for success to come to them. They get stuck in a rhythm that looks good, but is really preventing growth. This type of satisfactory mentality accepts good over great and if not tempered leads to rationalization and even justification of why someone else gets better results. Looking for opportunities starts inside first. Ask the question, "Am I even open to opportunity?" For all of us, it is easy to fall into a stagnant state of mind. Once you are able to overcome your own head trash, you can than move into application. Now that your eyes are open to seeing opportunities, you can begin learning what to do with them when they present themselves. Hosts Brian and Nate dig into this topic and how we can all make a determination to keep an open mind.

In today’s show, we interview special guest Brennan Machemer. Brennan entered into plumbing trade school after graduating. After years of working during the day and school at night, he eventually got his journeymen card and recently secured his master plumber license. However, even the best master plumber can be the worst motivator. We take time to hear how Brennan not only stays motivated himself, but uses that gift to encourage others around him. Currently serving as a field supervisor with Benjamin Franklin Plumbing in Lancaster, PA, Brennan is responsible for the morale and leadership of his team. Brennan shares his perspective on what gets him up in the morning and what keeps him going through the day.

In today’s show, we discuss the topic of motivation. Motivation is one of those buzzwords that can really draw up a number of feelings on the topic. Hosts Nate and Brian discuss practical advice to personal motivation starting with identifying whether you tend to be a positive or negative person. Once you know your starting point, the steps forward become more defined to either help staying motivated or starting that journey. If you are already a motivated person, Brian and Nate discuss ways of passing that excitement on to those around you. Listen for some great and practical ideas for turning the grind into growth.

In today's show, we interview special guest Aaron Buckwalter. Aaron entered the industry as a comfort advisor selling HVAC equipment to customers in need of system replacement. He eventually grew through the company and currently serves as operations manager for One Hour Heating and Air Conditioning in Lancaster, PA. Aaron brings a lot of wisdom in the form of communication training and combines it together with years or experience in the field to provide a really unique and effective conversation. Our subject matter for the episode is bonding and rapport, otherwise known as getting to know the customer to help establish trust and understanding.

In today's show, we discuss the topic of bonding and rapport. Bonding and rapport is the technical term for the warm up conversation you have with a customer. While often overlooked, this portion of a service call is critical to success for all parties. The ability or lack thereof to get on an adult to adult, conversational level with a client will drastically affect the outcome of the call. Bonding and rapport can also be intimidating especially if the customer is hostile or extremely direct. Hosts Brian and Nate provide insight and experience into the importance of these conversations as well as some tips on how to increase your ability to warm up the customer.

On the pilot show, hosts Brian and Nate introduce the purpose and concept of the podcast. Waste No Day is designed to be a weekly motivational listen for anyone in the home services industry. The podcast will challenge you, encourage you, and provide alternate perspectives to common problems and challenges you experience daily. If you are a plumber, HVAC technician, or electrician, stay tuned for more content that is designed specifically for you.