Toolbox for the Trades

Running a family business isn’t always smooth sailing — especially in the trades. Morgan Chapman, VP at Friend's Plumbing in Tampa, Florida, has navigated the challenges of leadership, company culture, and family dynamics in a way that has helped propel the business forward.Morgan shares her journey from working in sales to stepping into a leadership role at her family’s plumbing company. She unpacks some of the challenges she’s faced in hiring the right people, improving customer service, and balancing relationships with her father and brother, both of whom are integral parts of the business.Join us as we discuss:[4:46] Breaking into the family business and retooling the culture[9:56] Setting clear boundaries and the evolution of family dynamics[17:18] Why neglecting your self-care does your employees a disserviceCheck out these resources we mentioned during the podcast:LadyTitansYou can find this interview and many more by subscribing to Toolbox for the Trades 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 Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Jay and Amanda Mahaffey didn’t just step into ownership when they purchased Tuck & Howell Plumbing in Greenville, SC, from Jay’s uncle — they transformed it. In less than two years, they scaled the business from $4M to $11M by making tough decisions, rebranding, and streamlining operations.Jay and Amanda share their journey from employees to owners, the challenges of modernizing a 55-year-old business, and how they handled team transitions, rapid growth, and technology adoption.Tune in to hear how their fast decision-making, financial acumen, and leadership strategies helped them rebuild Tuck & Howell into a powerhouse.Join us as we discuss:[1:54] The importance of implementing new systems quickly[11:37] Treating employee retention as a rehiring process[18:00] Opening a new service division and leveraging KPIsCheck out these resources we mentioned during the podcast:Branded Not Blanded: KickCharge Your Home Service Brand by Dan AntonelliWhoHireCloverYou can find this interview and many more by subscribing to Toolbox for the Trades 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 Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Adrian Fadini, Founder of TradesFormation, knows firsthand how challenging it can be to build a successful trades business. After starting as a plumber, he faced financial struggles that forced him to sell his family home. But instead of giving up, he used the experience to transform his approach — learning from experts, refining his business model, and ultimately selling his plumbing company in 2012 to become a coach. Now, through TradesFormation, Adrian coaches other trades professionals on how to avoid common pitfalls and build profitable, resilient businesses. He shares his journey from tradesman to business coach, why data-driven decision-making is essential, and how staying the course (without repeating mistakes) leads to long-term success.Join us as we discuss:[2:08] Why your willingness to evolve matters more than experience[15:02] Balancing empathy for your team with data-driven decisions [26:49] Quality questions you should be asking during every saleCheck out these resources we mentioned during the podcast:Register today for our inaugural World of Titans event in Sydney, Australia on Thursday-Friday, April 3-4, 2025!You can find this interview and many more by subscribing to Toolbox for the Trades 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 Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

We’re heading to “the land down under” to chat with Scott and Vicky Irwin, co-owners of Network Plumbing in Sydney, Australia, about their nearly 40-year journey of building a thriving plumbing business.They discuss how they navigated the 2008 financial crisis, the importance of hiring the right people, and the unique challenges of working as a married couple in business. Scott and Vicky bring their signature humor and optimism as they break down the lessons learned from decades in the industry.Tune in to hear how Network Plumbing pivoted from commercial to residential work, why company culture and mindset matter, and how they keep things fun while running a successful business.Join us as we discuss:[2:54] Overcoming a financial crisis and the power of optimism[9:54] Why profit is secondary to the health of your company culture[16:29] The challenges that come with adding new residential servicesCheck out these resources we mentioned during the podcast:Register today for our inaugural World of Titans event in Sydney, Australia on Thursday-Friday, April 3-4, 2025!You can find this interview and many more by subscribing to Toolbox for the Trades 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 Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

How do you create a high-performance environment in the trades? Kathryn Howard, Head of Mergers and Acquisitions at Lee's Air, Plumbing, Heating, & Roofing in Fresno, CA, tells us how, while sharing her journey from direct sales to leading a growing service business. She discusses the importance of developing high-performing teams, how she built an international call center in Armenia, and why understanding customer purchasing behavior is key to sales success. Kathryn also dives into her leadership philosophy, her unique experiences in network marketing, and how she helped scale Lee’s Air with structured processes and strategic growth initiatives.Tune in for an insightful conversation on building culture, driving business success, and unlocking peak performance in the trades.Join us as we discuss:[4:12] Teaching technicians not to sell within their own budgets[13:40] How to create a high-performance environment for your team[22:19] Why personal development is critical to your team’s success[28:38] Creating pathways for underrepresented groups in the tradesCheck out these resources we mentioned during the podcast:From Prospecting to Closing: Tips to Improve Your Sales PerformanceRegister today for our inaugural World of Titans event in Sydney, Australia on Thursday-Friday, April 3-4, 2025!You can find this interview and many more by subscribing to Toolbox for the Trades 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 Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Learn about the powerful growth strategies that fueled a plumbing business's 45% year-over-year success. The conversation highlights the significance of coaching and continuous training in home services. Discover how expanding office space and evolving plumbing practices are crucial for improving service delivery. Plus, explore the importance of personal well-being and how activities like cycling can alleviate business stress. Lastly, the power of delegation in leadership is discussed, showcasing the balance between control and team empowerment.

Chris Ramsay has seen it all — growing up in a successful family business, navigating exits, and starting anew in the trades. Now the Operations Manager at ICE Heating, Cooling, and Plumbing in Las Vegas, NV, Chris joins us on our Pantheon set to share his incredible journey, from sweeping floors in his teens to scaling a 40-employee company.Chris reveals the lessons learned from simplifying processes, adopting scalable technology, and prioritizing company culture to retain top talent. He also explains why he returned to ServiceTitan to grow his business sustainably and efficiently.Whether you’re in HVAC, plumbing, or another service trade, Chris’s insights will inspire you to rethink your processes and focus on scalable growth.Join us as we discuss:[1:50] Rocky exits and failed business partnerships[7:20] Implementing new tech stacks and preventing future hiccups[16:39] Game-changing software that’s driving efficiency  Check out these resources we mentioned during the podcast:ServiceTitanDispatch ProFacebook Torch NetworkFacebook ServiceTitan MastermindsRegister now for Pantheon 2025 in Anaheim, CA here!You can find this interview and many more by subscribing to Toolbox for the Trades 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 Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Elliot Palmer, Chief Technology Officer at The Eco Plumbers, shares his expertise in data-driven decision-making and IT crisis management, drawing from his extensive retail experience. He discusses how transparency fosters a better workplace culture and highlights the significance of preparedness for IT emergencies. Elliot dives into actionable strategies for performance optimization and underscores the potential for IT opportunities within the service industry. This insightful dialogue sheds light on the transformative power of technology in the trades.

Matt DiBara comes from a long line of professionals in the construction industry, taking over DiBara Masonry family business from his father.Matt identified a significant challenge a few years ago that he has turned into an opportunity with his new company The Contractor Consultants — find and retain qualified people for construction companies.He stopped by to discuss his professional and entrepreneurial journey and provided some expert tips on generating candidate demand, the hiring process, how to vet people quickly, and retaining the best talent.Join us as we discuss:[09:28] What inspired Matt to start The Contractor Consultants[12:43] Matt’s tips for hiring good and qualified people[20:49] Speed to lead - treating candidates like customers[28:37] The importance of talent retentionCheck out these resources we mentioned during the podcast:DiBara MasonryThe Contractor ConsultantsServiceTitanYou can find this interview and many more by subscribing to Toolbox for the Trades 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 Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Jordan Martin worked with his father as a young boy and gradually joined the family’s landscaping business, North By Northwest Lawns, LLC.He eventually convinced his brother and sister to join the company as well, and they made some disruptive changes that enabled the business to experience phenomenal growth. Today, they’re one of the largest landscaping services in Austin, Texas.Jordan stopped by to discuss his professional and entrepreneurial journey, how they made the difficult yet highly profitable decision to focus on commercial work, and the importance of bringing a fresh vision of hope to families in need.Join us as we discuss:[06:29] The challenging decision to focus only on commercial work[13:34] The changes that the family had to make for the business to grow[21:28] Navigating family dynamics and charitable projectsCheck out these resources we mentioned during the podcast:North By Northwest Lawns, LLCServiceTitanYou can find this interview and many more by subscribing to Toolbox for the Trades 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 Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.