Mastering ServiceTitan

Michael Katz, Owner of Trio Heating & Air, joins us once again to share how he scaled his business to $5 million and beyond by implementing smart KPIs, creating role-specific incentives, and fostering a culture built on transparency and quality. Michael breaks down how he aligns teams – from CSRs to installers – with clear expectations, daily accountability, and thoughtful rewards that prioritize both speed and quality. If you're ready to tighten your processes and drive sustainable growth, this episode offers actionable insights and a proven playbook for success.Join us as we discuss: [1:13] Call center KPIs, answering speed, conversion rate, and spiffs[15:04] Service technician KPIs, memberships, presenting options, and repair vs. replace[21:10] Installer KPIs, revenue, speed vs. quality, and incentive structures[25:37] Why giving away the playbook helps the entire industry growCheck out these resources we mentioned during the podcast:ChatGPTYou can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Michael Katz, co-owner of Trio Heating & Air, transformed his business from $300K to nearly $10 million in just two years. He discusses the crucial role of focus and choosing a specific niche. Katz emphasizes the power of consistent customer reviews and shares why foundational systems are vital for growth. He also highlights essential ServiceTitan features that can propel service-based businesses past the million-dollar mark. Tune in for insights on avoiding common pitfalls and the importance of effective marketing strategies.

Channing Morrison, a Residential HVAC Project Manager at Barron HVAC, Plumbing, Electrical & Solar, shares his expertise on managing complex multi-trade jobs using ServiceTitan Projects. He discusses how this tool streamlines communication and keeps installations on track, making it easier to coordinate various trades. Channing highlights innovative features like project templates and Gantt charts that enhance workflow and speed up project completion. Tune in to hear how these advancements are transforming the industry and improving customer satisfaction!

Sales Pro adoption doesn’t have to be a battle. Just ask Rebekah Hatcher, Operations Manager at Aire Serv of Aggieland in College Station, Texas. In this episode, Rebekah shares how her team went from resistance to full buy-in on Sales Pro by emphasizing coaching over surveillance. She explains how Sales Pro lets them scale technician development without overloading the service manager and reveals how even the loudest skeptics turned into Sales Pro champions. You’ll hear how her team uses call recordings for coaching, what they learned from implementing FleetPro first, and how to frame new tools as opportunities, not punishments.Join us as we discuss: [4:49] How Sales Pro helps techs overcome customer objections[8:36] Getting buy-in from your team when adopting Sales Pro[15:11] Balancing the wins with coaching opportunities and early challenges[26:08] Aire Serv’s “10 step” process for addressing relevant issues using Sales ProCheck out these resources we mentioned during the podcast:Sales ProYou can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Keeping your ServiceTitan data clean is the foundation of efficient business operations, yet many contractors unknowingly sabotage their success with poor data management.Pam Duffy, Founder and COO of Powerhouse Consulting Group, joins us to talk about the critical role of clean data in reporting, workflows, and business efficiency. Pam shares real-world horror stories of contractors losing millions due to bad data practices and provides actionable strategies for ensuring ServiceTitan remains a reliable source of truth.Learn how to set up your account properly from the start, prevent duplicate jobs, and maintain long-term data accuracy.Join us as we discuss: [1:06] How poor data management in ServiceTitan can cost your business[10:28] Maintaining clean data when implementing new processes into your workflow[24:16] First steps you should take to clean up your ServiceTitan dataYou can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here.Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Managing payroll in the trades can be a nightmare — especially when handling commissions, bonuses, and multi-department structures.In this episode, Chelsea Myers, HVAC Service Manager at Above & Beyond in Oklahoma City, shares how they transitioned from manually tracking payroll on printed timesheets to leveraging ServiceTitan’s Configurable Payroll for efficiency, transparency, and trust-building.Join us as we discuss: [00:59] Getting the most out of the core ServiceTitan payroll features[8:21] The key benefits of Configurable Payroll and getting started[18:40] Shifting tech incentivization to include forward-thinking KPIsCheck out these resources we mentioned during the podcast:ServiceTitan Core Payroll FeaturesConfigurable PayrollYou can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here.Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

If you’re not fully leveraging ServiceTitan’s mobile features, you may be leaving efficiency on the table.Jeremy Lewis, President at Gleason Heating, Plumbing, Air and Electric in the Greater Chicago area, shares how his team uses the Content Portal to streamline communications, ensure technicians always have the latest documents at their fingertips, and keep promotions organized.Jeremy also breaks down how to structure estimates effectively, why copying estimates is a game-changer, and how to train techs on presenting financing to customers with ease.If you’re looking to optimize your team’s mobile workflow and improve customer presentations, this episode is packed with actionable insights.Join us as we discuss: [1:02] The benefits of using the Content Portal in the ServiceTitan mobile app[6:34] Strategies for techs presenting payment options to customers[11:28] Shifting your techs from a “sales” mindset to one of “offering solutions”[20:23] Building estimates using Pricebook Pro’s Smart RecommendationsCheck out these resources we mentioned during the podcast:ServiceTitan Content PortalPricebook ProYou can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here.Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Chris Hunter, Principal Industry Advisor at ServiceTitan, and Deanna Kawasaki, Senior Director of Titan Intelligence, dive into the future of the trades in 2025. They tackle the skilled labor shortage and the transformative role of AI in enhancing efficiency. Listeners learn how top-performing shops use technology to thrive during economic challenges. The duo also shares insights on effective leadership and recruitment strategies that leverage AI, emphasizing the importance of fostering a strong company culture.

Joseph Gee, Owner at Gee Heating & Air, shares valuable insights on boosting efficiency in HVAC operations. He discusses how using tags and alerts in ServiceTitan can enhance sales management and streamline communication. Joseph emphasizes the importance of real-time visibility and automation through tools like Zapier. He also highlights the significance of simplifying inventory management and embracing imperfection to prioritize key tasks. Tune in for actionable strategies that can help elevate your service business to new heights!

The trades industry is evolving, and so is the way businesses handle customer interactions. Contact Center Pro is the latest innovation from ServiceTitan, designed to help businesses streamline communication, consolidate multiple instances, and integrate AI-driven call management.David Hoffman, Senior Director of Product Management at ServiceTitan, walks us through how Contact Center Pro simplifies operations by merging phone calls, SMS, chat, and AI-driven virtual agents into one seamless platform. From multi-tenant support to AI-powered customer service, David shares how this new tool is transforming call centers for businesses of all sizes.Join us as we discuss: [3:10] How Contact Center Pro will help call centers consolidate their comm flows[8:48] An exciting new Virtual Agent tool to help free up your CSRs[14:31] What KPIs businesses can expect to improve with Contact Center ProCheck out these resources we mentioned during the podcast:Contact Center ProContact Center Pro’s Universal Inbox FeaturesContact Center Pro’s Manager AssistYou can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here.Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.