To The Point - Home Services Podcast

In this episode, hosts Chris Yano and Chad Peterman dive deep into one of the toughest parts of running and scaling a home services business—handling customer complaints and escalations. From miscommunications and missed appointments to leadership challenges and team accountability, they break down what it takes to turn fires into opportunities for growth.Chad shares his perspective as a business leader at Peterman Brothers on why it’s crucial to own your mistakes, build a culture of accountability, and train your team to prevent future issues rather than just put out fires. You’ll also hear real examples of how his company manages escalations, handles refunds, and empowers frontline staff to resolve problems quickly and confidently.💡 Key Takeaways:Why “the customer is always right” isn’t always true—and how to respond when they’re notHow to turn complaints into valuable process improvementsThe difference between fixing the issue vs. fixing the processHow to create a safe environment for employees to admit mistakesLeadership lessons for managing internal conflict and changeWhen to issue refunds, credits, or just an apologyThe role of communication in preventing small problems from becoming big fires⏱️ Timecodes:00:00 – Catching up & Halloween banter03:30 – Episode intro: Firefighting in business08:00 – Is the customer always right?10:30 – Fixing the issue vs. fixing the process13:00 – Preventing fires through training16:00 – Leadership challenges in change management20:00 – Creating safe spaces for feedback21:00 – Common fires at Peterman Brothers25:00 – The power of proactive communication28:00 – Escalation chains & customer care31:00 – Reading between the lines of complaints34:00 – Learning from fires to improve the business41:00 – Refunds vs. apologies: how to decide44:00 – When you’re right but the customer feels wronged46:00 – Accessibility & communication from leadership48:00 – Key lessons and closing thoughts🔗 Resources & Links:Visit https://www.petermans.comLearn more about RYNO Strategic Solutions: https://www.thinkryno.comFollow To The Point on Spotify, Apple Podcasts, and YouTube for more episodes!Thank you to our Sponsors!Rilla: https://www.rilla.com/tothepointChiirp: https://chiirp.com/Contractor Commerce: https://www.contractorcommerce.com/ryno/Bluon: https://www.bluon.com/get-demo?referral_code=ToThePointAvoca.ai: https://avoca.ai/r/tothepoint📢 Call to Action:If you got value from this episode, subscribe, drop a comment about how your company handles escalations, and share this episode with another business owner or manager who needs to hear it. Let’s keep making the trades stronger, one conversation at a time. 💪

Chad Peterman, co-founder of Peterman Brothers, shares invaluable lessons for home service business owners from a decade of experience. He reflects on leveraging marketing and branding early, emphasizing storytelling for real connection. Chad reveals the crucial role of call center staffing and training in boosting sales and discusses the importance of measuring marketing ROI. Mistakes in hiring due to unclear roles are highlighted, along with strategies for creating a positive workplace culture through small, memorable benefits. This conversation is packed with actionable insights!

Derek Cormier, owner of Climate Experts in Melbourne, Florida, shares his inspiring journey from police officer to thriving contractor. He emphasizes the power of social media in building a brand and attracting talent, revealing how humor on platforms like TikTok slashed recruiting costs by 60%. Derek suggests that smaller contractors lean into authenticity, focus on brand awareness over direct leads, and create engaging content without needing a large budget. His advice encourages all contractors to embrace their unique personalities to stand out.

Chris Yano, CEO of RYNO Strategic Solutions, brings invaluable insights from his extensive experience in digital marketing for contractors. In his keynote, he highlights the transformative power of words in influencing behavior and shaping business success. He emphasizes the necessity of prioritizing 'Return on Influence' over traditional ROI. With a focus on four key pillars—urgency, savings, trust, and comfort—he shares practical strategies for capturing attention, the significance of authenticity, and the impact of self-talk on leadership. Get ready to rethink your approach to communication!

Tyson Chen, founder of Avoca AI and MIT alum, joins Paul Barth from TurnPoint to discuss the revolutionary impact of AI on call handling in home services. They delve into how voice AI is becoming the first line of defense, boosting booking rates and enhancing customer satisfaction. Insights on human-in-the-loop support and real-world performance comparisons between AI and live CSRs highlight the advantages of AI integration with CRMs. The conversation also addresses common fears, cost savings, and onboarding experiences for businesses of all sizes.

Join Jason Buehler, founder of Buehler Air Conditioning & Plumbing, as he reflects on his transformative journey post-acquisition with Legacy Service Partners. He dives into his impressive growth from $3M to $25M in revenue, tackling challenges of burnout and leadership along the way. Jason shares insights on regaining confidence, hands-on management, and the importance of trust in long-term vision. Plus, he offers valuable advice for business owners considering a sale, emphasizing the significance of engaging fully in their ventures.

Aaron Gaynor, co-founder of Eco Plumbers, Drains, Heating, & Cooling, shares his journey to building a $100 million business by 2025. He discusses pivotal moments that transformed his approach to leadership, emphasizing the importance of writing down goals and creating a Vivid Vision. The conversation dives into lessons learned from wrong hires and the invaluable role of self-talk and affirmations in overcoming challenges. With a blend of insightful anecdotes and humor, they explore how culture and productivity fuel growth in the home services industry.

This week on To The Point Home Services Podcast, Chris is joined by the full LSD crew (minus Hoffmann, who bailed!) for an unfiltered, high-energy conversation about business, personal growth, and what’s next in the trades.From hunting trips to industry conferences, the guys cover everything from the future of the market, AI’s role in profitability, and whether door knocking can really work in HVAC and other home services. They also get real about personal development, therapy, emotional intelligence, and the importance of surrounding yourself with the right people. 👉 If you’re a contractor or home service leader looking for insights, laughs, and some hard truths, this episode is for you. 🔑 Key Topics Covered:Market optimism for 2025–2026 and deal flow in the trades (08:00)Door knocking: can roofing & solar strategies work in HVAC? (15:45)Personal development: fitness, therapy, and emotional intelligence (28:00)How to increase profit without adding headcount (planned but derailed 😉)RYNOx 2026 sneak peek + upcoming industry events🗓️ Events Mentioned:Nuve Network Event – October 17 at ServiceTitan HQ (VIP sold out; limited GA tickets left)Pantheon 2025 – September 17RYNOx 2026 Theme Reveal – Early rollout in September⏱️ Timecodes:00:00 – Welcome & the missing Hoffmann01:00 – Upcoming events: Nuve Network, Pantheon, RYNOx 202602:00 – Hunting trip recap04:45 – Topics rundown: market, personal growth, AI, pricing tactics06:00 – First Amendment chat & Cracker Barrel branding08:00 – Market outlook for 2025–202615:45 – Door knocking in roofing & HVAC: opportunity or risk?28:00 – Personal development: fitness, books, therapy, accountability40:00 – Emotional intelligence & therapy in leadership44:00 – Learning to be alone & building mental resilience47:00 – Surrounding yourself with the right people(Conversation runs long and wild from here—classic LSD crew!) 📌 Resources & Links:Nuve Network Event InfoServiceTitanTo The Point Home Services Podcast ⭐️ Thank you to our Sponsors! Rilla: https://www.rilla.com/tothepointChiirp: https://chiirp.com/Contractor Commerce: https://www.contractorcommerce.com/ryno/Bluon: https://www.bluon.com/get-demo?referral_code=ToThePointAvoca.ai: https://avoca.ai/r/tothepoint 👍 If you enjoyed this episode, don’t forget to subscribe, comment, and share with other contractors and home service leaders. Let us know in the comments: Have you tried door knocking in your business? Did it work?

Discover why some home service businesses plateau at $5 million while others soar to $50 million. The podcast explores the leadership mindset necessary for growth, emphasizing the shift from an operator to a strategic leader. Learn about common pitfalls, the role of effective communication and technology, and real-world examples of companies that broke through revenue ceilings. Actionable strategies are shared to reignite growth, stressing the importance of team culture and accountability for lasting success.

In this engaging discussion, Erica Lehner, Director of Business Development for GoodLeap, shares her passion for customer service and financing solutions in home services. She emphasizes the critical role of financing amid today’s economic challenges and how soft credit pulls can ease the loan qualification process. Erica dispels common myths about customer preferences, clarifying that flexible 15-year loans are often more appealing than 0% interest offers. Her insights into integrating financing into business culture and enhancing customer education are particularly enlightening.