Toolbox for the Trades

Lydia Brewster, General Manager at Aqua Clear Water Systems, shares her innovative approach to hiring and retaining top technicians. She discusses the importance of viewing your team as a cohesive unit rather than a family. Lydia reveals her unique interview techniques, including phone screenings and job shadowing, which assess both skills and cultural fit. She emphasizes the need for thorough training and onboarding processes, fostering ownership among team members, and creating a consistent, collaborative team culture that can drive success in the trades.

Customer satisfaction is typically a top priority for inbound service calls, but what about after the technician has left the premises?Chelle Allen, the owner of iconnectu, joins us to discuss the concept of “happy calls” — customer experience follow-ups made after a service is performed. Chelle explains how these calls not only offer gratitude but also collect valuable feedback to improve services.Tune in to hear how happy calls help identify minor issues like technician behavior, create opportunities for additional sales, and strengthen customer loyalty.Join us as we discuss:[3:33] The importance of following up on the little things[10:50] Following miscommunication crumbs[19:17] Eliminating in-house bias by outsourcing calls[29:21] Using “happy calls” for cross-promotional salesCheck out these resources we mentioned during the podcast:ServiceTitan Thank You Report GuideYou 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!Register for Pantheon 2025 - see you in Anaheim!Prometheus Award NominationsListening 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.

CSRs are the frontline employees of most home service businesses. That’s why Ralph Johnson, VP of Client Solutions at CallPoint, believes that owner-operators should make a concerted effort to give them the tools they need to succeed. You’re already spending marketing dollars to bring in calls — shouldn’t you equip and train your people to handle them?Tune in as Ralph shares his thoughts on must-need tech in modern call centers, why you should incentivize your CSRs, and how to scale your CSR team with company growth. Join us as we discuss:[8:00] Implementing new tech for inbound calls[12:33] Training, tracking, and incentivizing CSRs[22:07] Scaling your call center with your company[27:28] Telltale signs of an underperforming call centerCheck out these resources we mentioned during the podcast:ServiceTitan Phones ProYou 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!Register for Pantheon 2025 - see you in Anaheim!Prometheus Award NominationsListening 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.

In this episode of Toolbox for the Trades, we speak with Darrell Whiteaker and Lindsay Ramsey, the dynamic founders of Inception Plumbing in Kansas City, Missouri.Together, the couple explore the transformative journey of shifting from a reactive to a proactive business strategy and the power of crafting a "Vivid Vision" for their company’s future.Tune in to discover valuable insights on organizing your thoughts, setting clear objectives, and striking the perfect balance between managing daily operations and pursuing long-term visionary goals.Join us as we discuss:[10:40] The concept of “Vivid Vision”[26:43] Balancing day-to-day operations with a long-term vision[33:51] Challenges and dynamics of running a business as a coupleCheck out these resources we mentioned during the podcast:Inception Plumbing’s Vivid VisionThe E-Myth by Michael E. GerberVivid Vision by Cameron Herold The Infinite Game by Simon SinekFix This Next by Mike MichalowiczEOS rocksAudibleThe Second in Command by Cameron HeroldGet a Grip by Mike Paton and Gino WickmanYou 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.

Sebastian Jimenez started out as a stand-up comedian. This experience armed him with the resilience and unconventional thinking that helped him co-found a startup company that is now at the forefront of the trades.Much of this success can be attributed to technology and artificial intelligence that enables companies to analyze data faster and better than ever before.As the Founder & CEO at Rilla, Sebastian and his team are on a mission to help companies in the trades coach their sales reps with virtual ridealongs to increase their sales. He stops by to talk to us about his entrepreneurial journey, what prompted him to start his own business, and why he believes AI will positively disrupt the trades.Join us as we discuss:[05:58] The correlation between stand-up comedy and tech products[11:58] The market opportunities Sebastian saw that inspired him to co-found Rilla[28:57] How AI is creating opportunities for companies in the tradesCheck out these resources we mentioned during the podcast:RillaRilla ReportsNVIDIAServiceTitanYou 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!Register for Pantheon 2025 - see you in Anaheim!Prometheus Award NominationsListening 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.

Hey Toolbox listeners, today we're adding a bonus episode to your feed from our newest show on the ServiceTitan Podcast Network — Mastering ServiceTitan.This new show airs on Thursdays and we're bringing it to you here to put more great information about running your business in your ears.In this episode of Mastering Service Titan, we talk with Steve Cossette, the Head of IT at NICE Home Services and a prominent figure in the ServiceTitan Masterminds Facebook group. Dive into the nitty-gritty of inventory management as Steve explains why he’s passionate about the topic and the critical role it plays in business operations. Learn how proper inventory management can lead to a better knowledge of your business and, ultimately, a more profitable one. Steve provides practical tips for both small and large companies, emphasizing the importance of tracking materials and the human factor in inventory management.Whether you’re a seasoned ServiceTitan user or just getting started, this episode offers valuable insights into enhancing your business efficiency. Join us as we discuss: [1:48] What exactly is inventory management?[10:22] Why inventory counts are like haircuts[23:34] If it’s not 100% accurate, what’s the point?Check out these resources we mentioned during the podcast:My HVAC ToolsYou can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or our website, or search for Mastering ServiceTitan in your favorite podcast player.Register for Pantheon 2025 - see you in Anaheim!Prometheus Award NominationsHosted by Ausha. See ausha.co/privacy-policy for more information.

Ellen Rohr is definitely not your typical financial planner. Besides presenting on stage at industry events like Pantheon, she has another incredible superpower that she loves to share with everyone in the trades: the power of networking with intent.Her success in networking lies in her ability to build relationships with people, her aptitude for making meaningful connections, and her strategic approach to getting the most out of conferences.As the Brand & Marketing Industry Lead at ServiceTitan, Ellen and her team are on a mission to help people in the trades to connect, be inspired, and learn from each other.To prepare for ServiceTitan’s annual conference, Pantheon, she stops by to chat with us about her secrets to networking success and to discuss the importance of asking good questions. Ellen also shares some best practices for Pantheon and explains why you need a follow-up plan once your time at the event ends.Join us as we discuss:[12:32] Why it’s important to bring your team to a conference like Pantheon[22:16] The secrets to networking success at a Pantheon[38:05] How to successfully implement what you’ve learned at conferencesCheck out these resources we mentioned during the podcast:Zoom DrainPantheon 2024ServiceTitanYou 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!Register for Pantheon 2025 - see you in Anaheim!Prometheus Award NominationsListening 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.

Brian Ruffner, an expert in maximizing potential for trades companies, and Charlie Warren, a growth and accountability professional, join the conversation on scaling commercial contracting services. They discuss overcoming common barriers to growth and finding the right talent. The duo emphasizes the significance of a growth mindset and a supportive internal culture that drives success. Insights on building effective teams and the impactful role of technology in enhancing performance highlight their strategies for thriving in the competitive contracting landscape.

Christian Rattin not only believes that using creative methods like gamification can increase employee performance and engagement, but he also believes in giving back. He knows that many people in long-term recovery have the ability and talent to pursue a profession in the trades.It comes down to having the right systems and processes in place and a program that supports and provides these individuals with an opportunity to learn and go on to build a career.As the CEO of Five Star Home Services, Christian is on a mission to deliver professional heating, cooling, plumbing, and electrical services to homeowners in Ohio. He stops by to talk to us about how he got into the trades, how he increased employee engagement, and why he believes in the power of giving back and giving people a second chance.Join us as we discuss: [08:01] How gamification can improve performance and engagement[18:54] How Profit on Purpose gives back[22:36] The importance of second-chance employmentCheck out these resources we mentioned during the podcast:Five Star Home ServicesProfit on Purpose PodcastServiceTitanYou 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!Register for Pantheon 2025 - see you in Anaheim!Prometheus Award NominationsListening 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.

Jamie Adams is on a mission to take the guesswork out of digital marketing for businesses in the trades. He encourages customers to move away from outdated advertising methods to online channels and helps them maximize their marketing dollars with technology.As the Chief Revenue Officer at Scorpion, Jamie and his team endeavor to help local service businesses drive more clients, revenue, and profit. He stops by to talk to us about how he got into marketing for the trades, explains how to maximize your marketing ROI, and elaborates on what makes a good marketing plan.Join us as we discuss:[06:33] Tips to ensure that you’re getting the most out of your marketing budget[18:58] What makes a good marketing plan[26:03] How to make incremental changes to your marketing funnelCheck out these resources we mentioned during the podcast:ScorpionServiceTitan Marketing Pro ToolThe Franchise Edge PodcastServiceTitanYou 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!Register for Pantheon 2025 - see you in Anaheim!Prometheus Award NominationsListening 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.