Can't Stop the Growth

Stop missing the calls that fill your board. In this episode of Can’t Stop the Growth, Chad Peterman is joined by Brad Scruggs, President and CMO of ZyraTalk, to talk about a simple but powerful idea: when you stop missing calls, you stop losing jobs. Brad breaks down how HVAC and plumbing businesses are using AI-powered customer service representatives (CSRs) to capture more leads, reduce missed calls, and grow without hiring more people. Whether it’s after-hours coverage, overflow, or lead aggregator response times—AI is helping high-growth companies optimize their call centers and maximize every opportunity. This episode is packed with tactical insights for leaders serious about growing their home service business. If you’re focused on building a culture of excellence, booking more jobs, and staying ahead of the curve—this conversation is for you. Watch now to see how top operators are filling the board faster, without relying on more ads or more staff. Additional Resources: Brad on LinkedIn Learn more about ZyraTalk Join The ARENA - a CSTG Community! Chad on LinkedIn Chad Peterman | CEO | Author Peterman Brothers Website Follow PeopleForward Network on LinkedIn Learn more about PeopleForward Network Key Takeaways: Most service businesses miss 15–35% of their inbound calls. That’s real money walking away. AI-powered CSRs can respond instantly—nights, weekends, and during peak hours. Use AI to handle simple requests and free up live reps for high-value leads. Integration is simple, with many teams live within two weeks. Real-time data allows for continuous CSR coaching and improved conversion rates. Speed-to-lead with aggregators like Angi, Thumbtack, and Modernize is crucial—AI helps you get there faster. Many companies use AI as overflow backup, while others have made it their front line. Growth doesn’t have to mean more leads—it starts with booking the ones you already have.

What do Green Berets and business leaders have in common? More than you think. In this featured episode of “To The Point,” Chris and Chad sit down with retired U.S. Army Green Beret Scott Mann—author, actor, TEDx speaker—for a raw and riveting convo on trust, leadership, and human connection. From war zones to boardrooms, Scott shares stories that’ll make you think, laugh, and maybe even cry. This one’s deep, but packed with golden leadership nuggets you won’t want to miss.   Additional Resources: Listen to the original episode! Learn more about To the Point Join The ARENA - a CSTG Community! Connect with Chris on LinkedIn Chad on LinkedIn Chad Peterman | CEO | Author Peterman Brothers Website Follow PeopleForward Network on LinkedIn Learn more about PeopleForward Network   Key Takeaways: Trust isn’t built in chaos—it’s banked ahead of time and drawn on when things get tough. Real results happen at the local level—supporting your frontline is everything. Be relatable and relevant; that’s the winning combo for true influence. Your hardest struggles can become your most powerful leadership tools. Stop thinking you need all the answers—ask better questions instead.

In this episode, Andrew Hasty takes us from the skies of World War II to the heart of modern leadership. 🎯 Using the story of B-17 bombers and survivorship bias, he shows why focusing only on the numbers can make us miss what really matters — grit, resilience, and those unmeasurable “intangibles” your best team players bring every day. 🎙️🔥 It’s data meets heart in the most unexpected way.   Additional Resources:  Join The ARENA - a CSTG Community! Chad on LinkedIn Chad Peterman | CEO | Author Peterman Brothers Website More on PeopleForward Network Follow PeopleForward Network on LinkedIn    Key Takeaways: Survivorship bias impacts leadership when we only evaluate those who "return" or succeed visibly. Focusing only on KPIs limits our view of performance and potential. “Missing bullets” are the unseen efforts and values that contribute to team success. Recognition should extend beyond numbers to include resilience, grit, loyalty, and effort. Promoting solely on quantitative performance may overlook future leaders.

Michelle Micheletti went from painting walls with her grandpa to leading marketing across multiple home service brands 💪—and she’s got the stories (and lessons) to prove it. In this episode, she joins Katie Donovan for a convo full of laughs, real talk, and big takeaways. From snow cone stands 🍧 to SEO fails and AI experiments, Michelle keeps it real about what it takes to lead with heart, data, and a whole lot of grit.   Additional Resources: Connect with Katie Donovan Learn More About CAMP Digital Join The ARENA - a CSTG Community! Chad on LinkedIn Chad Peterman | CEO | Author Peterman Brothers Website More on PeopleForward Network Follow PeopleForward Network on LinkedIn    Key Takeaways: Local branding is essential, especially in a PE-backed environment Community involvement not only feels good—it boosts SEO and earns trust CRO and SEO are non-negotiables when launching a website Data-driven marketing enables agile, informed decision-making Strong vendor partnerships are critical for innovation and growth Testing is essential, and failure is part of the learning process

Think your customer service reps are “just answering phones”? Think again. In this game-changing episode of Can’t Stop the Growth, Chad Peterman sits down with Liz Patel, Manager of Customer Service Coaching at Ryno Strategic Solutions, to reveal how your call center can drive explosive growth—without spending a dollar more on marketing. From handling pricing objections like a pro to converting one call into multiple booked jobs, Liz shares real strategies that HVAC, plumbing, and electrical companies can implement immediately to boost booking rates, improve customer experience, and create lifelong customers. 📈 Whether you’re a business owner, dispatcher, or CSR looking to level up—this episode is your new playbook. Additional Resources: Liz Patel on LinkedIn RYNO Strategic Solutions Join The ARENA - a CSTG Community! Chad on LinkedIn Chad Peterman | CEO | Author Peterman Brothers Website Follow PeopleForward Network on LinkedIn Learn more about PeopleForward Network Key Takeaways: How to handle price shoppers on the phone as a CSR What’s a good booking rate for home service call centers? How AI can help HVAC and plumbing CSRs book more jobs Why your CSR should know the cost per lead How to train CSRs to sell service memberships and upsell add-ons

In this engaging discussion, Katie Donovan, CEO of Camp Digital, shares her expertise in generating high-quality leads for service businesses. She emphasizes that better leads outweighs the old adage of more leads, revealing effective strategies to align digital marketing and significantly improve conversion rates. Katie also highlights the impact of AI on customer service and the importance of keeping Google Business profiles updated. Plus, she offers insights into leveraging community engagement for enhanced visibility. Tune in for actionable tips to elevate your home service business!

🔥 Part 2 is here, and it’s a game-changer! Jonathan Bancroft, Kevin Comerford, and Chad Peterman are back with Chris Yano, dropping serious wisdom on how education fuels massive business growth. They’re talking about training vs. real education, why hiring principals (yes, actual school principals!) changed the game, and how building a learning culture turned small businesses into industry giants. Expect plenty of laughs, aha moments, and straight-to-the-point advice that could transform your business. 🎧💡   Additional Resources: Listen to the original episode! Learn more about To the Point Join The ARENA - a CSTG Community! Connect with Chris on LinkedIn Chad on LinkedIn Chad Peterman | CEO | Author Peterman Brothers Website Follow PeopleForward Network on LinkedIn Learn more about PeopleForward Network   Key Takeaways: Education is the key to unlocking massive business growth—Service Champions’ university helped grow revenue from $30M to $120M. Training is task-oriented; education builds problem-solvers and future leaders. Hiring educators (not just trainers) is a game-changer for building an effective learning culture. The best learning organizations simplify their training so it’s repeatable and effective. Start small—begin with basic maintenance tech training and build from there.

Hiring and retaining top talent in the trades has never been more challenging. With increasing competition for skilled workers, outdated recruiting methods, and high employee turnover, home service business owners and leaders are searching for smarter ways to build and sustain a high-performing team. In this episode of Can’t Stop The Growth, Chad Peterman sits down with Stephen Rhyne, founder of Conveyor, to uncover game-changing hiring and training strategies for the home service industry. They dive deep into why traditional recruiting is failing, how automation can streamline onboarding, and why retention starts the moment a new hire says "yes." If you're struggling with hiring, training, or keeping top talent in your home service business, this episode is packed with actionable insights to help you scale smarter and build a winning team. Additional Resources: Stephen Rhyne on LinkedIn Conveyor Website Join The ARENA - a CSTG Community! Chad on LinkedIn Chad Peterman | CEO | Author Peterman Brothers Website Follow PeopleForward Network on LinkedIn Learn more about PeopleForward Network Key Takeaways: ✅ The biggest hiring mistakes home service companies make—and how to fix them ✅ Why onboarding is the #1 factor in retention (and how to improve yours) ✅ How to build a recruiting engine that consistently attracts top HVAC, plumbing, and electrical talent ✅ Automation hacks that free up time while making new hires feel valued ✅ How to sell your company’s opportunity so the best candidates choose YOU over the competition ✅ The power of social recruiting and getting referrals from current employees ✅ How mid-level managers can become supercharged coaches for long-term team success

Join Kevin Comerford, President of Service Champions, and Jonathan Bancroft, Regional CEO of Wrench Group, as they delve into the essential elements of company culture and internal leadership development. They emphasize that culture is a unique competitive advantage that cannot be replicated. The duo shares insights on fostering strong organizational cultures, cultivating future leaders, and the transformative power of effective communication strategies in the home services industry. Prepare for an enlightening discussion filled with actionable advice!

Leadership isn’t about control—it’s about connection. If you want to build a high-performing team, you need to start by earning trust and influence before giving orders. In this episode, Chad Peterman explains why leaders who focus on connection create stronger, more engaged teams—and how you can do the same. Many leaders believe authority alone is enough, but real influence comes from how you show up daily. Chad explains: 🔹 Why energy and attitude determine your level of influence 🔹 How to build trust and emotional connection with your team 🔹 The #1 reason people don’t speak up—and what to do about it 🔹 How to tailor leadership to different personalities for maximum impact Being a great leader isn’t about having all the answers—it’s about creating an environment where people feel heard, valued, and motivated to succeed. Additional Resources: Join The ARENA - a CSTG Community! Chad on LinkedIn Chad Peterman | CEO | Author Peterman Brothers Website Follow PeopleForward Network on LinkedIn Learn more about PeopleForward Network Key Takeaways: People follow trust, not titles – Influence isn’t automatic. If you want your team to listen, they first need to know you care. Leadership is adaptability, not authority – Every team member has different needs. The best leaders adjust their style to help people succeed on their terms. Silence is a red flag – If your team isn’t speaking up, it’s not because they have no questions—it’s because they don’t feel safe enough to ask.