Service Business Mastery for Skilled Trades: Unlocking HVAC, Plumbing & Electrical Success
Ready to level up your service business game? Tune into the Service Business Mastery Podcast! We're your go-to source for all things leadership, marketing, finance, pricing, and HR. Whether you're running an HVAC, plumbing, electrical, or any other home service trade, we've got the insider tips to help you soar. Click here to dive in and start transforming your business today! 🎧🚀
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How to Grow & Optimize Your Service Business in 5 Simple Steps with Brigham Dickinson - Part 2
09/20/2023
How to Grow & Optimize Your Service Business in 5 Simple Steps with Brigham Dickinson - Part 2
Listen to part 2 of our discussion with Brigham Dickinson, Founder of Power Selling Pros and author of “Something to Give: A Journey to Become a Leader Worth Following”. Join us as Brigham breaks down the five steps we mentioned in part 1. These steps will help you gain freedom as an entrepreneur, create a vision for your business, leverage your team’s strengths, delegate more, and prioritize business growth. Towards the end, we discuss Brigham’s approach to growing a business by optimizing customer acquisition, retention, and customer experience. SHOW NOTES - Recap of Episode 1 [10:19] - Step 1: Holding your team accountable [14:32] - Step 2: Setting the vision of your business [30:07] - Step 3: Discovering the strengths of your team [37:12] - Step 4: Writing down everything you do on a daily basis [38:32] - Step 5: Working ON your business, instead of IN it [55:07] Resources & People Mentioned: Visit Brigham’s website & Pre-order “Something to Give”: Connect with him on LinkedIn: Patterned After Excellence by Brigham Dickinson: Interplay Learning: Rocket Fuel by Gino Wickman & Mark Winters: https://bit.ly/3sQGsFz Watch Next: Part 1 with Brigham Dickinson: This episode is kindly sponsored by: - Sera () - UpFrog () - Relentless Digital () - Copeland (). - CompanyCam () Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the Visit our website: Learn the latest information in the HVAC industry with our state-of-the-art training for HVAC Distributors and Dealers Tune in to hear the latest and greatest in business services trends on Service Business Mastery on Apple Podcasts, Spotify, and our . Listening on a desktop & can’t see the links? Just search for Service Business Mastery in your favorite podcast player.
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How to Beat Depression and Anxiety & Become a Leader Worth Following with Brigham Dickinson - Part 1
09/13/2023
How to Beat Depression and Anxiety & Become a Leader Worth Following with Brigham Dickinson - Part 1
Tired of constantly having to prove yourself at work? Feeling anxious or depressed after delegating your daily work tasks? Is everyone on your team relying on you for motivation, but even you are struggling to motivate yourself? Listen up! By the end of this episode, you’ll have actionable steps you can take to achieve real freedom over your income, freedom over your time, and most importantly, freedom from anxiety and depression as a business owner. Today, we’re joined by Brigham Dickinson, the Founder of Power Selling Pros and author of “Something to Give: A Journey to Become a Leader Worth Following”. Join us as Brigham shares his five key steps to overcoming depression and anxiety and finding true fulfillment and happiness as a service business leader. Whether you lead a small team or a massive team, Brigham has tons of insights to give you on how you can become a leader worth following. Resources & People Mentioned: This episode is kindly sponsored by: - Sera () - UpFrog () - Emerson (). - CompanyCam () Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Watch Next: Join the Visit our page Learn the latest information in the HVAC industry with our state-of-the-art training for HVAC Distributors and Dealers Tune in to hear the latest and greatest in business services trends on Service Business Mastery on Apple Podcasts, Spotify, and our . Listening on a desktop & can’t see the links? Just search for Service Business Mastery in your favorite podcast player.
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Earn More Revenue with Fewer Techs With Billy Stevens
09/06/2023
Earn More Revenue with Fewer Techs With Billy Stevens
What if we told you that you don’t need more technicians to reach your next major revenue milestone? You can get there with the techs you’ve already got — you just need to make them more efficient. To explain what it takes to boost your efficiency, Billy Stevens, Founder & CEO at Sera Systems, joins the show armed with the many insights he’s gained fine-tuning Sera into the well-oiled machine it is today. Show Notes - Efficiency at Sera [2:48] - Building a business to sell boxes [18:26] - Spotting areas to improve efficiency [31:33] - Staying competitive with low prices [36:38] - Reaching your revenue-per-technician goals [27:35] Resources And People Mentioned: This episode is kindly sponsored by: - Sera () - UpFrog () - Emerson (). - CompanyCam () Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the Visit our page Learn the latest information in the HVAC industry with our state-of-the-art training for HVAC Distributors and Dealers
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Retain Your Clients — Even When They Move with JB Brewster
08/30/2023
Retain Your Clients — Even When They Move with JB Brewster
It’s 5x more expensive to acquire a new customer than it is to retain an existing one. That means, if you want your business to thrive, you need to do all you can to retain your customers. But what happens when they decide to move? In this episode, JB Brewster, Co-Founder at Is My Customer Moving, joins the show to explain how the revolutionary tool offered by his organization can help you be more proactive in retaining your customer base and save on customer acquisition. Show Notes - Why the client is your most valuable asset [8:44] - How to stop your “leaky bucket” [14:12] - Using moving data for new customer acquisition [19:00] - Getting started with the program [22:42] - [27:35] Resources And People Mentioned: Is My Customer Moving () This episode is kindly sponsored by: - Sera () - UpFrog () - Emerson (). - CompanyCam () Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the
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Flat Rate Pricing & Your Service Business w/ Lance and Sheila Beck
08/23/2023
Flat Rate Pricing & Your Service Business w/ Lance and Sheila Beck
Flat-rate pricing can be a game-changer in your service business. But to fully reap the rewards, you need your technicians and, even more importantly, your customers to be on board. How do you successfully transition in a way that benefits your customers, technicians and business, alike? To find out, in this episode of Service Business Mastery, we speak with Lance and Sheila Beck, Co-Owners at AirOne, about their recent transition to flat-rate pricing and the lessons they learned along the way. Show Notes - Transitioning from ServiceTitan to Housecall Pro [7:08] - Why a flat rate? [9:48] - Getting technicians on board [15:25] - How it impacts customers [24:11] - The time commitment [35:55] Resources And People Mentioned: This episode is kindly sponsored by: - Sera () - UpFrog () - Emerson (). - CompanyCam () Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the
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What SEER2 Compliance Means for Your HVAC Business
08/16/2023
What SEER2 Compliance Means for Your HVAC Business
An HVAC purchase is such a rare event that most people know more about funeral expenses. And with the coming SEER2 regulations, it’s more important than ever that HVAC businesses educate their customers, offer easy financing options and shore up their online presence. In this episode of Service Business Mastery, we speak with Ben Middleton about SEER2, why in-house financing is no longer optional and how the Inflation Reduction Act will shake up the HVAC landscape. SHOW NOTES - Introducing Ben Middleton [1:19] - SEER2 and regional efficiency standards [4:26] - The importance of consumer education [10:00] - Compliance tracking and enforcement [12:50] - Why financing and online presence are the keys to survival [27:35] Resources And People Mentioned: This episode is kindly sponsored by: - Sera () - UpFrog () - Emerson (). - CompanyCam () Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the
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The Do’s & Don’ts of AI in Customer Service [for the Trades] w/ Michelle Ashton Jeppesen
08/09/2023
The Do’s & Don’ts of AI in Customer Service [for the Trades] w/ Michelle Ashton Jeppesen
In this episode of Service Business Mastery, Tersh speaks with Michelle Ashton Jeppesen, Director of Business Development & Customer Success at Jill’s Office, about the role of artificial intelligence in customer service. Michelle explains why the human touch will always be vital in customer service, while identifying key areas AI can still help you deliver better results for your customers. Michelle also shares how Jill’s Office helps ensure their clients never lose money on costly missed calls and the best strategies service businesses can implement to interact with their customers. SHOW NOTES - How Jill’s Office is helping service businesses [7:21] - AI vs. the human touch [13:54] - AI and the dreaded one-star review [16:23] - Customer service is the true differentiator [29:28] - The true cost of a missed call [38:37] Resources And People Mentioned: This episode is kindly sponsored by: - Sera () - UpFrog () - Emerson (). - CompanyCam () Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the
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Mastering Your Finances: Key Tips for Trades and HVAC Businesses w/ Randy Stanbury
08/02/2023
Mastering Your Finances: Key Tips for Trades and HVAC Businesses w/ Randy Stanbury
In this episode of Service Business Mastery, Tersh and Josh interview Randy Stanbury, to tackle a common hurdle faced by business owners – understanding their financials. Randy is the founder of “4 Level Coach” and former founder of Service Freight Systems, Randy reveals that a staggering 98% of business owners lack an understanding of their financial metrics, leaving them without a clear direction. To overcome this, he stresses the importance of regularly reviewing financial statements like the Profit and Loss statement and balance sheet. Additionally, tracking industry-specific Key Performance Indicators (KPIs), such as billable hours and labor burden, is essential for service businesses. Moreover, Randy advocates for pricing services based on the value they bring rather than adhering to market standards. By mastering financial insights and aligning pricing with value, business owners can ensure profitability and sustainable growth. Tune in for valuable strategies and insights to help your business thrive and make informed decisions for lasting service business mastery and success. SHOW NOTES Intro 00:01 Sponsor Messages- 01:35 Biggest Hurdles That Bussiness Owners Face - 08:08 Understanding the importance of financials- 09:13 Self-performing work vs subcontracting.- 12:14 Technician guilt and growth in business - 18:48 Making a Realistic ROI Plan and Vision for Your Business- 21:17 How Coaches and Mentors Unravel Struggles in Conversations - 25:58 Embracing Stretch Goals to Propel Business Success - 30:04 Sustaining Success in 90-Day Cycles - 33:00 Discussing Failure and Rewards - 35:02 Achieving Clarity without Overwhelming the Team - 42:01 Closing out the Conversation with Randy Stanberry - 46:13 Outro - 46:53 Resources And People Mentioned: This episode is kindly sponsored by: - Sera () - CompanyCam () - UpFrog () - Emerson () - Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the This episode was produced by Reignite Media and promoted by Relentless Digital.
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Serial Entrepreneurship and New Beginnings with Tom Casey
07/26/2023
Serial Entrepreneurship and New Beginnings with Tom Casey
In this episode of Service Business Mastery, Tersh and Josh dive into the insights and experiences of Tom Casey, a veteran in the field of home energy conservation, HVAC design and engineering, and indoor air quality with over three decades of experience. His passion lies in creating homes that are not just comfortable but also safer, healthier, and more energy-efficient. His entrepreneurial skills are evidenced in his successful establishment and operation of three contracting companies: Climate Engineering, Climate Partners, and Dr. Energy Saver of Southern CT. Currently, apart from consulting in the industry, Casey assists home improvement contractors in generating online leads to enhance their businesses. His unique approach to his field is grounded in practical experience and reality, rather than abstract theory or elaborate concepts, which he asserts leads to superior results. In addition to his hands-on work, Casey is also a respected author and teacher in his field. He has crafted training materials and systems, designed and built training exhibits, and even constructed labs for a national franchise energy training center. This multifaceted involvement in his industry has granted him opportunities to present at industry events and conferences regularly. Moreover, his expertise is frequently sought for contribution in some of the leading home and industry publications. SHOW NOTES - Life-altering close call and transformation - 01:23 - Discussion on the Peter Principle and the Law of the Lid - 06:09 - The issue of inadequate training for managers - 09:45 - Exploring the role of managers in home services - 12:22 - Delving into the concept of the lid - 14:02 - Daily reevaluation of the customer journey - 19:35 - Strategies for enhancing customer shopping experiences - 22:30 - Focusing on the customer experience - 25:44 - The importance of simplicity - 29:26 - Effective techniques for establishing strong customer connections - 31:00 - The challenges faced in dispatch roles - 35:09 - Managing customer appointment scheduling - 37:12 - Addressing technicians' aversion to being on-call - 41:23 - Prioritizing profitability in planning - 44:00 This episode is kindly sponsored by: - Sera - CompanyCam - UpFrog - Emerson Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the This episode was produced by Reignite Media and promoted by Relentless Digital.
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Challenges of Transitioning from the Field to Running a Business w/ Jason Grooms
07/19/2023
Challenges of Transitioning from the Field to Running a Business w/ Jason Grooms
In this episode of the Service Business Mastery podcast, hosts Tersh Blissett and Josh Crouch discuss valuable business insights with their guest, Jason Grooms. Jason shares his background as a son of a chicken farmer and his passion for mechanical works. After attending HVAC school and gaining experience in a big AC company, Jason started Absolute Climate Control in North Georgia. Together, they discusses the pain points of transitioning from technician to business owner and the challenges that come with it, as well as understanding the importance of processes and different ways to adjust and implement them within a company cutlure. SHOW NOTES - Jason’s background from being a son of a chicken farmer [2:30] - Being a technician turned business owner. [4:29] - Jumping back into the truck after challenges. [6:30] - The importance of technical training, process building, and support [10:19] - How processes and help attain positive client success [12:55] - Continued training on processes for success. [17:30] - Takeaways from attending events and conferences. [19:25] Resources And People Mentioned: - This episode is kindly sponsored by Sera () CompanyCam (), UpFrog () and Emerson (). - Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the
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Building a Strong Foundation: Leadership and Success Strategies w/ Jeremy Adams
07/12/2023
Building a Strong Foundation: Leadership and Success Strategies w/ Jeremy Adams
In this episode of Service Business Mastery, Tersh and Josh dive into the insights and experiences of Jeremy Adams, an entrepreneur, CEO, and firefighter. Jeremy shares his early struggles about living out of his car to how his firefighting background has influenced his approach to leadership and team management in his HVAC business. He discusses the importance of empowering team members, building relationships, and fostering a proactive rather than reactive mindset. Jeremy also highlights the value of implementing processes and leveraging resources like the Profit Coach program offered by BDR. Tune in to gain valuable perspectives on leadership, problem-solving, and driving business growth. SHOW NOTES - Jeremy discusses expanding the electrical division of his business [2:06] - The importance of surrounding yourself with the right people [4:12] - Jeremy talks about his first hire and shares his future plans [6:08] - Strategies for preventing employee financial irresponsibility [10:07] - How to manage many people using experience from firefighting [13:02] - Building genuine relationships as a key aspect of leadership [15:22] - Jeremy draws parallels between firefighting and business strategies [17:31] - How setting up technicians for success is a priority [21:09] - Discussing the concept of charging more for value [25:14] - Tersh mentions sponsors and encourages reaching out for support [26:32] Resources And People Mentioned: - This episode is kindly sponsored by Sera () CompanyCam (), UpFrog () and Emerson (). - Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! - Join the This episode was produced by Reignite Media and promoted by Relentless Digital.
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Service World Expo & Business Uncensored feat. Danielle Putnam & Jim Hinshaw
07/01/2023
Service World Expo & Business Uncensored feat. Danielle Putnam & Jim Hinshaw
Danielle Putnam specializes in business development and marketing operations, Danielle’s passion is to build thriving companies. When she’s not training for the next 1/2 marathon or travelling to a quiet beach with a good book...she’s talking to Contractors nationwide about how they truly can double, triple and quadruple their sales with The New Flat Rate - Menu Pricing Made Easy. Jim Hinshaw, promoted to VP of Vertical Markets at Service Nation, oversees HVAC, Plumbing and Connected Home verticals. Jim has been involved with Service Nation for over two decades as a consultant, and joined full-time in 2020. He is now part of a great, growing team that helps companies grow and prosper, providing day-to-day management systems and techniques, up to and including exit strategies. SHOW NOTES - Introduction to the episode: Jim and Danielle discuss the upcoming Service World Expo and Business Uncensored events. [0:00] - Introducing guests Danielle Putnam and Jim Hinshaw. Danielle is the president of The New Flat Rate and Jim is the Vice President of Sales at Service Nation. [0:17] - Conversation on how Danielle Putnam's company The New Flat Rate offers menu pricing, coaching and training, and ride alongs with techs across the US and Canada. [7:58] - Service Nation's and The New Flat Rate's decision to combine forces to put together a comprehensive conference that covers a wide array of business topics. [9:27] - Announcement of the upcoming event in Phoenix, Arizona at the convention center. [13:19] - The Joseph Grow Foundation golf tournament as the event kickoff. [13:42] - Highlighting Lou Habika's story: Lou Habika, owner of Habika Services, sold the business but stayed on as the general manager. [32:55] - Success story of Renee Lucas: Renee Lucas aims to generate $5-6 million in revenue while spending five months traveling. [34:06] - The joy of building and running a business: Jim and Danielle discuss the purpose and fulfillment that come from building and running a business, even after selling it. [36:29] - Importance of early registration: Jim and Danielle encourage listeners to register early and plan ahead for the event. They mention the two-for-one pass offer and a promo code for a discounted rate. [48:46] - Conclusion and closing remarks: Jim and Danielle express their excitement for the upcoming events and thank the listeners for tuning in. To learn more about the event and register, visit serviceworldexpo.com. Reach out to Jim or Danielle for any questions. [52:03] Resources And People Mentioned: - From Service World Expo - Danielle’s Promo Code for Sign up BeYou2023 "Tell 'em Jim sent you". - This episode is kindly sponsored by Sera () CompanyCam (), UpFrog () and Emerson (). - Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the
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Standing Out in the HVAC Industry: Offering More Than Just Price Points with Stephanie Postell
06/28/2023
Standing Out in the HVAC Industry: Offering More Than Just Price Points with Stephanie Postell
Meet Stephanie Postell, an adventurous business owner who leads with determination and drive in the competitive HVAC sector. As the co-owner of Anchor Heating and Air, a thriving business based in Charleston, South Carolina, Stephanie has amassed over 10 years of experience mastering the skills of business development and operations management. If you're feeling the frustration of constantly competing with other HVAC businesses and struggling to differentiate yourself, then you are not alone! You may be offering competitive pricing or flashy marketing campaigns, but still finding it hard to stand out and attract new clients. Customers may be choosing your competitors based solely on price, or worse yet, not choosing you at all. In this episode of Service Business Mastery, Tersh and Josh speak with Stepahnie and share experiences and knowledge on offering exceptional service and going above and beyond, how you can set yourself apart and create a loyal customer base that will bring continued success to your business, and how a skilled teacher or mentor can help employees maximize their potential by guiding their development. Resources And People Mentioned: by Tommy Mello , , , , by Nick Sonnenberg , (formerly known as Jarvis) by Joe Navarro This episode is kindly sponsored by Sera () CompanyCam (), UpFrog () and Emerson (v). Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the
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Transforming Your Service Business Operations: Strategies by Michael Disney
06/21/2023
Transforming Your Service Business Operations: Strategies by Michael Disney
Michael Disney is a highly respected and experienced professional in the service businesses industry, known for his expertise in optimizing operational processes. With years of hands-on experience, Michael has helped countless entrepreneurs achieve success by developing sustainable and profitable strategies that focus on streamlining operations. His friendly and approachable personality makes him a popular figure among business owners, who value his insightful guidance and practical tips. On this episode of Service Business Mastery, Join Tersh and Josh as they team up with the unstoppable Michael Disney to dissect the daring journey of optimizing operational processes that service business entrepreneurs must take, to achieve their goal of profitability and sustainability amidst challenging times. Resources And People Mentioned: This episode is kindly sponsored by Sera () CompanyCam (), UpFrog () and Emerson (). Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the
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From Burgers to Bangles to Gas Pipes: The Inspiring Story of Lori Tschohl, Service World's Woman of the Year
06/14/2023
From Burgers to Bangles to Gas Pipes: The Inspiring Story of Lori Tschohl, Service World's Woman of the Year
Burgers to bangles to gas pipes- A lifelong business lesson. Join us on this episode of Service Business Mastery as Tersh and Josh dive into the inspiring story of Lori Tschohl, winner of the 2022 Service World Woman of the Year Award. From owning McDonald’s franchises to running a successful HVAC business, Lori shares her secrets to success and the importance of networking and continuous learning. While Lori’s journey from fast food to fine jewelry was unconventional, her leap into the trades industry was quite unexpected. With no experience, she faced challenges head-on, determined to succeed. Through networking and mentorship with Women in HVACR, Lori found the support and inspiration necessary to grow her business and empower other women. Her story is a testament to the power of continuous learning and leadership, even in unfamiliar territory. But what unexpected twist will she encounter next? Only time will tell, but one thing is for sure: Lori’s journey is far from over! Resources And People Mentioned: Join to connect with a community of strong and powerful women in the HVAC industry. Connect with Lori Tschohl on social media or through her website to learn more about her business and experiences. This episode is kindly sponsored by Sera () CompanyCam (), UpFrog () and Emerson (v). Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the
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Thriving in Your Service Business: Leadership Tips from Lauren Vahey & Sarah Ghirardo
06/07/2023
Thriving in Your Service Business: Leadership Tips from Lauren Vahey & Sarah Ghirardo
On this episode of Service Business Mastery, Join Tersh Blissett and Joshua Crouch as they welcome Lauren Vahey and Sarah Ghirardo to Service Business Mastery for an insightful conversation on tackling self-doubt and imposter syndrome. Lauren, who shifted her focus from dance to operations management, brings a fresh perspective on the role of mindset in business success. Sarah, with her extensive marketing and call center management experience, underscores the significance of strong leadership and effective people management in overcoming challenges. Resources And People Mentioned: Join the Women in HVACR public Facebook group for questions, advice, and networking opportunities. Consider building a strong mindset and addressing imposter syndrome to unlock personal and professional growth. Focus on empowering people, rather than just completing tasks, to become a successful manager or leader. Use Service Titan to optimize your scheduling and improve your business operations. Attend industry events and conferences, such as the Women in HVACR 2022 celebration, to network and learn from experts in the field. This episode is kindly sponsored by Sera (visit their website) CompanyCam (visit their website), UpFrog (visit their website) and Emerson (visit their website). Visit www.companycam.com/SBM and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the Service Business Mastery Facebook group.
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Mastering Efficiency & Prioritization w/ Billy Stevens: Boost Your Business Operations
05/31/2023
Mastering Efficiency & Prioritization w/ Billy Stevens: Boost Your Business Operations
In this episode of Service Business Mastery, Billy Stevens shares his story from losing half his staff and business on the first day to paying back his loan in just three weeks. Billy's story of prioritization and efficiency is a triumph of determination and innovation. But just when you thought he had it all figured out, a shocking twist in the form of a disruptive technology left everyone stunned and wondering: what's next for Billy and his Sera software? Meet the Guest: Meet Billy Stevens, a service business veteran with a wealth of experience under his belt. Billy began his journey in the industry by unexpectedly acquiring a plumbing company, eventually building it into a thriving enterprise. His keen understanding of the challenges faced by service businesses and his ability to pinpoint inefficiencies make him a valuable asset for anyone looking to streamline their operations. Billy's unique approach to prioritizing service calls and fostering customer trust has led to impressive results for his own company and countless others. The resources mentioned in this episode are: - Check out Sera, a software for service businesses that streamlines processes and increases efficiency. - Prioritize important calls over board clearers to increase sales and customer satisfaction. - Consider sending the same technician to build trust with customers and increase repeat business. - Offer a dollar back for every minute a technician is late to incentivize timeliness and customer satisfaction. - Become a member and receive routine service throughout the year for increased savings and convenience. This episode is kindly sponsored by Sera (visit their website) CompanyCam (visit their website) UpFrog (visit their website) Emerson (visit their website) Visit www.companycam.com/SBM and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the Service Business Mastery Facebook group.
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Empowering Women in Plumbing: Overcoming Challenges and Breaking the Mold with Kim Gill
05/24/2023
Empowering Women in Plumbing: Overcoming Challenges and Breaking the Mold with Kim Gill
In this episode of Service Business Mastery, hosts Josh and Tersh talk with Kim Gill. We put the spotlight on women in the plumbing industry, discussing the challenges they face and delving into what can be done to attract more female talent into this field. We have an insightful conversation with our guest, Kim Gill, who not only has extensive experience in association management for various industries, including plumbing, heating, and cooling contractors in Colorado but is also the founder of Women in Plumbing and Piping. Resources And People Mentioned: PHCC of Colorado: A professional trade association that provides representation, networking opportunities, and education for plumbing, heating, and cooling contractors in Colorado. AGC: A professional trade organization for general contractors and specialty trade contractors, offering networking opportunities, education, and advocacy. Women in Plumbing and Piping: An organization founded by Kim Gill to attract more women to the plumbing industry by offering resources, support, and networking opportunities. This episode is kindly sponsored by Sera () CompanyCam (), UpFrog () and Emerson (v). Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the
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From Challenges to Triumphs: Lessons from Successful Service Business Owners w/ Stephanie Allen and Jessica Woodruff Smith
05/17/2023
From Challenges to Triumphs: Lessons from Successful Service Business Owners w/ Stephanie Allen and Jessica Woodruff Smith
In this episode of Service Business Mastery, Tersh and Josh interview Stephanie Allen and Jessica Woodruff Smith who share their expertise in growing service businesses through strategic hiring and networking. Stephanie, co-owner of Airworks, prioritizes family-oriented and mom-approved services, while Jessica, co-founder of Lady Titans, advocates for women in the trades. Together, they provide practical tips and growth strategies, emphasizing the importance of strategic hiring, networking, and fostering positive company culture. This episode is a must-listen for entrepreneurs seeking valuable advice on achieving sustained growth and managing remote teams. Resources And People Mentioned: Connect with and on social media to learn more about their experiences in the industry and their involvement with LadyTitans. Consider joining Women in HVACR (WHVACR) and LadyTitans to network and collaborate with other women in the industry. Evaluate your current team members and ensure they are in the right positions for their growth and the success of your business. This episode is kindly sponsored by Sera () CompanyCam (), UpFrog () and Emerson (v). Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the
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CompanyCam Integration: The Key to Effective Contracting Management w/ Sammy Petersen & Claire Ficke
05/10/2023
CompanyCam Integration: The Key to Effective Contracting Management w/ Sammy Petersen & Claire Ficke
In this episode of Service Business Mastery, Tersh and Josh interview two Business Development Representatives from CompanyCam, Claire Ficke and Samantha Petersen, who are passionate about empowering women in various industries, including HVAC, plumbing, roofing, windows, remodeling, and solar. We highlight their experiences attending Women in HVACR events, networking, and sharing knowledge with others. We also talk about how CompanyCam's innovative app simplifies documentation and enhances collaboration for contractors, with a specific emphasis on the importance of photo documentation for project quality and marketing success in the HVACR industry. Resources And People Mentioned: Check out photo and video documentation software for contractors to improve organization and streamline communication within teams. Explore CompanyCam's features like live time and cloud-based storage, allowing team members to access project information easily. Utilize CompanyCam's user-friendly app to separate professional and personal work on mobile devices. Take advantage of CompanyCam's to-do lists and task management features to ensure technicians complete all necessary steps and document their work. Attend the Women in HVACR conference to network with other professionals in the industry and learn about new tools and strategies for success. This episode is kindly sponsored by Sera () CompanyCam (), UpFrog () and Emerson (v). Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the
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Nicole Boyette: Redefining Success for Women in HVAC
05/03/2023
Nicole Boyette: Redefining Success for Women in HVAC
SHOW DESCRIPTION: Introducing Nicole Boyette, an accomplished professional who has carved her niche in the HVAC industry. With her roots in business, Nicole has been exposed to the trades since her childhood, thanks to her grandfather's involvement in refrigeration and her father's heating and air conditioning company. Despite exploring different career paths, including law enforcement and counseling, Nicole found her way back into the HVAC world. In this episode, hosts Tersh and Josh sit down with Nicole Boyette, the Director of Business Development at HVAC and Plumbing Unlimited. We discuss her background and how she became involved with Women in HVACR, which has allowed her to connect with other women in the trades. SHOW NOTES Introducing Nicole Boyette and her story. [1:21] Leaving Family Business. [4:01] Women in HVACR [7:58] Overcoming Challenges [11:18] Learning and Implementing Business Principles [12:54] Women in the Trades [13:34] Automation and Business Development [20:31] Communication and Workflow [23:44] Professional Development [24:49] Building a Great Business [25:48] Closing Thoughts [26:41] Shoutouts [27:06] The hosts wrap up the episode [28:56] Resources And People Mentioned: Apply for Women in HVACR Scholarship: To support women in the trades, consider applying for this scholarship and joining the community for resources and networking opportunities. Attend BDR Spark events: To improve your business skills and learn from industry experts, attend these events and connect with professionals in the field. This episode is kindly sponsored by Sera () CompanyCam (), UpFrog () and Emerson (v). Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the
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Revolutionizing the HVAC Industry: A Conversation with Ken Goodrich & Billy Stevens
04/26/2023
Revolutionizing the HVAC Industry: A Conversation with Ken Goodrich & Billy Stevens
Hosts Tersh Blissett and Josh Crouch welcome Ken Goodrich and Billy Stevens to the Service Business Mastery podcast, where they discuss mergers and acquisitions in the HVAC industry. Goodrich and Stevens, who possess a wealth of experience in the home service sector, offer their insights into the increasing EBITDA multiples and how home service entrepreneurs can benefit from these trends. The conversation also delves into the importance of cultivating a strong company culture and creating a business model where technicians have opportunities for growth. Additionally, the guests shared their views on leveraging technology to enhance efficiency and profitability. Home service entrepreneurs looking for industry insights and growth strategies should not miss this engaging episode. SHOW NOTES Introducing Ken Goodrich and Billy Stevens [0:00] Ken shares the history of Goettl [06:36] Ken discusses his past experiences with acquisitions and building businesses. [09:51] Workforce development [14:49] Taking advantage [15:32] Increasing efficiency [18: 20] Ken and Billy discuss the importance of marketing in the HVAC industry [21: 18] The Birth of Sera [22: 39] The Myth of Growth [25:20] The Power of Average People [28:20] The Importance of Technology in Business Today [30:38] The Future of Software and Home Service Companies [31:44] Improving Business Efficiency [32:48] The Best Businesses are the Boring Businesses [33:28] The Future of Technology [33: 54] Resources And People Mentioned: Consider selling your HVAC business if the market conditions are favorable and you have a well-established company with processes and procedures in place. Utilize low-interest rates and SBA loans to acquire other companies and expand your business. Learn from experienced professionals in the industry, such as Ken Goodrich and Billy Stevens, to better understand the strategies and tactics used in successful business This episode is kindly sponsored by Sera () CompanyCam (), and UpFrog () and Emerson (v). Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the
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Empowering Women in HVAC: Cassie Pound & Leslie Harpole's “Power Women” Impact
04/19/2023
Empowering Women in HVAC: Cassie Pound & Leslie Harpole's “Power Women” Impact
SHOW NOTES Cassie Pound and Leslie Harpole are two accomplished women who have made a notable impact in the HVAC and plumbing industries, respectively. Cassie is the co-owner of Quality Heating, Cooling & Plumbing, where she has used her expertise in sales and people management to contribute to the growth of the business. She is a strong advocate for women in the trade industry and is dedicated to inspiring and connecting with others through her podcast and interactions. Leslie is the owner of Champion Plumbing, a leading company in the Oklahoma City plumbing industry. Her business acumen has helped shape the core values of Champion Plumbing and positioned it for success. Leslie is also committed to giving back to the community and encouraging female entrepreneurs from diverse backgrounds. Both women are inspirations in their trades and are dedicated to making a positive impact. In this episode, co-hosts Josh Crouch and Tersh Blissett chat with Cassie and Leslie, regarding their unique experiences as female entrepreneurs who have navigated gender-based challenges to grow their businesses. Cassie and Leslie highlight the importance of a strong support system, seeking guidance, and maintaining a balance between personal and professional life. They further discuss the significance of great company culture, continuous improvement, and learning from setbacks. This episode offers valuable insights for female entrepreneurs looking to achieve HVAC success through support, accountability, and adaptability. Introducing Cassie Pound and Leslie Harpole [0:46] Daunting Thing about Running a Home Service Company [08:00] Surviving without a Support System [11:46] How They Connected [13:07] Culture vs. Leadership [15:38] Insurance and Pollution Exclusions [17:33] Risks and Rewards of Business Ownership [21:53] The Value of Networking [27:06] Balancing Giving Back and Protecting Secrets [29:27] The Reality of Business Ownership [31:01] Finding a Coach [33:11] Be Careful and Check the Facts [35:02] Accountability Groups and the Importance of Focus [37:20] Balancing Business and Identity [41:18] Wrapping Up [44:55] Resources And People Mentioned: Connect with and on Facebook and other social media platforms to learn from their experiences in the HVAC industry. Utilize Facebook groups to grow your business and network with others in the industry. This episode is kindly sponsored by Sera () CompanyCam (), UpFrog (), and Emerson (). Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the
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Addressing Labor Shortage & Inefficiency: Expert Insights from Jeff Plant
04/12/2023
Addressing Labor Shortage & Inefficiency: Expert Insights from Jeff Plant
Jeff Plant, a seasoned expert in the contracting industry, is here to share his valuable insights on addressing labor shortages and inefficiency. With years of hands-on experience, Jeff has navigated the challenges faced by service managers and developed effective strategies to improve efficiency in the field. Drawing from his extensive background, he offers a unique perspective on tackling issues such as labor shortages and technician training, making him an invaluable resource for those looking to level up their service departments. In this episode of Service Business Mastery, Tersh Blisset and Joshua Crouch are joined by Jeff Plant, an expert in business leadership and personal growth, where they talk about artificial intelligence, digital marketing, and search engine optimization. SHOW NOTES Introducing Jeff Plant. [0:48] The lack of labor and the perception of lack of sales. [1:11] Training Technician to Sell. [2:08] Change Technicians’ Mindsets [6:22] Maximizing Service Department Revenue. [9:48] The average ticket takes care of itself. [12:26] Providing Professional Guidance [13:17] Managing Leads and Labor Efficiency [14:22] Labor Management and Efficiency [15:24] Hourly vs. Commission-based Pay [16:40] Career Path and Merit-based Growth [19:06] The importance of connecting with your team [22:02] The five levels of leadership and the first leadership role.[24:41] Jeff's Early Struggles as a Service Manager [26:57] Turning Points in Jeff's Leadership Journey [28:00] The hosts give a shoutout to BDR and recommend their coaching services to other contractors [31:06] Check out these resources we mentioned during the podcast: This episode is kindly sponsored by Sera () CompanyCam (), and UpFrog () and Emerson (v). Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the Meet the Hosts: Tersh Blissett is a serial entrepreneur who has created and scaled multiple profitable home service businesses in his small town market. He’s dedicated to giving back to the industry that has provided so much for him and his family. Connect with him on . Joshua Crouch has been in the home services industry, specifically HVAC, for 8+ years as an Operations Manager, Branch Manager, Territory Sales Manager and Director of Marketing. He’s also the Founder of Relentless Digital, where their focus is dominating your local market online. Connect with him on . Tune in to hear the latest and greatest in business services trends on Service Business Mastery on Apple Podcasts, Spotify, and our . Listening on a desktop & can’t see the links? Just search for Service Business Mastery in your favorite podcast player.
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Empowering Women in HVACR: Ruth King Reflects on 20 Years of Progress
04/05/2023
Empowering Women in HVACR: Ruth King Reflects on 20 Years of Progress
When Ruth King and friend set out to find other female technicians in the HVACR industry in 2002, they only found a single Canadian technician. But this discovery was only the beginning of an inspiring journey for Ruth and her organization, Women in HVACR. Through scholarships, mentorship, and ambassador initiatives, they have broken down barriers and given countless women the opportunity to pursue a career in the industry - and they're not done yet. Who knows what unexpected success this organization could achieve next? Women in HVACR started in 2002 with just 10 members, but after 20 years of tireless effort, the organization has grown to over 900 members. Their hard work has paid off, as they have received recognition and funded scholarships for women pursuing a career in HVACR. However, a shocking moment has left the protagonist questioning whether they can continue to make a difference in an industry still plagued by outdated attitudes. What the future holds for Women in HVACR is uncertain, but they remain committed to driving progress and promoting opportunities for women in the industry. If you're feeling frustrated, helpless, and discouraged after taking steps like attending professional conferences, joining industry groups, and networking without seeing any progress toward increased support and opportunities for women in the HVACR industry, then you are not alone! On this episode of the Service Business Mastery podcast, hosts Tersh Blissett and Joshua Crouch interviewed Ruth King, a renowned author in business, leadership, and personal growth. The discussion covered a wide range of topics related to managing a successful and profitable business, including marketing, pricing, and human resources. As the recipient of the Flame of Spirit award, Ruth King shared invaluable insights on navigating the challenges of entrepreneurship, which could be beneficial to anyone looking to make a positive impact in the HVACR industry. In this episode, you will be able to: Discover the possibilities and backing for women in the HVACR arena. Learn from Ruth King's unwavering determination in a predominantly male industry. Explore financial aid opportunities for budding female HVACR experts. Uncover the advantages of a well-rounded and inclusive work environment. Delve into the significance of male advocates fostering gender parity in HVACR. Check out these resources we mentioned during the podcast: Visit the Women in HVACR website at womeninhvacr.org to learn more about the organization, its programs, and how to get involved. Join the Women in HVACR Facebook group for networking, mentorship, and support from other women in the industry. If you're a woman in the HVACR industry or interested in joining, consider attending the annual Women in HVACR conference for valuable insights, networking opportunities, and professional development. This episode is kindly sponsored by Sera () CompanyCam (), and UpFrog (). Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the Meet the Hosts: Tersh Blissett is a serial entrepreneur who has created and scaled multiple profitable home service businesses in his small town market. He’s dedicated to giving back to the industry that has provided so much for him and his family. Connect with him on . Joshua Crouch has been in the home services industry, specifically HVAC, for 8+ years as an Operations Manager, Branch Manager, Territory Sales Manager and Director of Marketing. He’s also the Founder of Relentless Digital, where their focus is dominating your local market online. Connect with him on . Meet the Guest: Ruth King, CEO of Business Ventures Corporation Ruth King is a renowned business expert whose mission is to impact the lives and businesses of entrepreneurs. With over two decades of experience, she has helped countless business owners achieve their goals through a range of tools and processes that focus on staying profitable. She runs the Profitability Revolution Paradigm, the first internet TV network for small businesses. Her operations manuals are widely recognized for their effectiveness in helping plumbing, HVAC, and other contracting companies grow and sustain profitable businesses.With a focus on solving business problems and staying profitable, she continues to be a leader in the industry. LinkedIn: Tune in to hear the latest and greatest in business services trends on Service Business Mastery on Apple Podcasts, Spotify, and our . Listening on a desktop & can’t see the links? Just search for Service Business Mastery in your favorite podcast player.
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How to Manage Your People Better w/ Sarah Hammond
03/29/2023
How to Manage Your People Better w/ Sarah Hammond
Leadership is a skill. And like all skills, it can be learned. Sure, some people may possess good leadership skills from the get-go but they’re not impossible to pick up through practice. The trick is to never stop learning. This is the kind of mindset that Sarah Hammond, President of Atlas Electrical Air Conditioning Refrigeration and Plumbing Services, Inc has consistently applied with her life. When she worked full time for the company in 2008, she had little to no practical knowledge about the company that her father and brother ran all their lives. But with her strong determination to learn, Sarah learned the ropes and eventually took over as president four years later in 2012. This is the same attitude that she took with her when she realized that there was a lot of room for her to grow her leadership skills. Sarah understood that there was a lot to learn about people, and so she began the journey that would lead her to personality tests. In this episode of the Service Business Mastery podcast, Sarah shares several nuggets of leadership wisdom with our hosts Tersh and Josh. The trio also talk about the customer disputes, how best to handle them, and the options contractors have in settling them. In this episode we discuss: How taking this personality test can help you lead better Good leadership is all about tailoring your approach to different personalities How the Better Business Bureau can help contractors settle disputes with customers Check out these resources we mentioned during the podcast: This episode is kindly sponsored by Sera () CompanyCam (), and UpFrog (). Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the Meet the Guest: Sarah Hammond is the President of Atlas Electrical Air Conditioning Refrigeration and Plumbing Services, Inc. LinkedIn: https://www.linkedin.com/in/sarah-hammond-atlas/ Instagram: https://www.instagram.com/sarah_atlasrgv/ Website: www.atlasrgv.com Email: TikTok: Meet the Hosts: Tersh Blissett is a serial entrepreneur who has created and scaled multiple profitable home service businesses in his small town market. He’s dedicated to giving back to the industry that has provided so much for him and his family. Connect with him on . Joshua Crouch has been in the home services industry, specifically HVAC, for 8+ years as an Operations Manager, Branch Manager, Territory Sales Manager and Director of Marketing. He’s also the Founder of Relentless Digital, where their focus is dominating your local market online. Connect with him on . Tune in to hear the latest and greatest in business services trends on Service Business Mastery on Apple Podcasts, Spotify, and our . Listening on a desktop & can’t see the links? Just search for Service Business Mastery in your favorite podcast player.
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Start Them Young: Addressing the HVAC Labor Shortage Problem w/ Lenny Diaddario and Dustin Blackstone
03/22/2023
Start Them Young: Addressing the HVAC Labor Shortage Problem w/ Lenny Diaddario and Dustin Blackstone
The old guard is far from dying out, but the problem is clear: there’s not enough young qualified technicians out there to address the burgeoning demand. If only there was something that contractors could do to encourage more young people to go into the trades, right? In this episode of the Service Business Mastery, your hosts Tersh and Josh talk to Lenni Diaddario and Dustin Blackstone of Emerson Commercial and Residential Solutions. Our duo from Merson talks about the current efforts of their company to get more young people to learn more about the exciting world of Heating, Ventilation, Airconditioning Refrigeration, and Electrical services. For Dustin, it’s all about extending a helping hand to schools and talking to students not just in middle school during career day, but also when these kids get into high school and even college. Meanwhile, Lenny emphasizes the need for contractors to help schools design a curriculum that will help students learn about the trades in a way that will not only encourage, but prepare them to take it on as a career. Our duo also touches on the future of training, especially with the use of virtual reality (VR). With VR technology getting better by the day, contractors can leverage its capabilities to create better technicians and provide a higher level of service to customers. In this episode we discuss: What’s causing the labor shortage in the trades How contractors can help produce more qualified technicians Will VR replace face-to-face instruction? Check out these resources we mentioned during the podcast: This episode is kindly sponsored by Sera () CompanyCam (), and UpFrog (). Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the Meet the Hosts: Tersh Blissett is a serial entrepreneur who has created and scaled multiple profitable home service businesses in his small town market. He’s dedicated to giving back to the industry that has provided so much for him and his family. Connect with him on . Joshua Crouch has been in the home services industry, specifically HVAC, for 8+ years as an Operations Manager, Branch Manager, Territory Sales Manager and Director of Marketing. He’s also the Founder of Relentless Digital, where their focus is dominating your local market online. Connect with him on . Meet the Guests: Dustin Blackstone LinkedIn: Lenny Diaddario LinkedIn: https://www.linkedin.com/in/lenny-diaddario-8022717a/ You can also reach out to Lenny and Dustine through this link: https://go.climate.emerson.com/SkilledTradesEducator Tune in to hear the latest and greatest in business services trends on Service Business Mastery on Apple Podcasts, Spotify, and our . Listening on a desktop & can’t see the links? Just search for Service Business Mastery in your favorite podcast player.
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How Bluon Built the Largest HVAC Community on Earth w/ Peter Capuciati
03/15/2023
How Bluon Built the Largest HVAC Community on Earth w/ Peter Capuciati
One of the things that make the HVAC industry unique from other trades is its complexity. It’s common to see two HVAC systems using different parts for the same function, even if they were made by the same company. The problem worsens if a technician has to work with aftermarket parts while still ensuring compatibility. This makes experience and knowledge acquired through years of hands-on work critical, especially for technicians that regularly need to make decisions on the ground. What makes it even more difficult is the lack of a brand-agnostic database for HVAC systems that technicians can cross reference, making information difficult to access and pass on to the newer technicians with limited experience. This stunts industry growth and frustrates both clients and contractors. This is the problem that Peter Capuciati and his company has addressed with Bluon, a mobile app and support platform designed for HVAC technicians, contractors, suppliers, and distributors. In this episode of the Service Business Mastery podcast, Tersh and Josh talk to Bluon’s CEO and chairperson Peter Capuciati. Peter shares the story of how attempting to release a new kind of refrigerant opened their eyes to the problems of the industry, and how those realizations resulted in the creation of Bluon. Peter shares the pain points that every technician faces while working with limited knowledge in the field, and how using Bluon helps alleviate those issues. He also talks about expanding the app’s features to benefit contractors and suppliers to make working in the HVAC industry more efficient and profitable for all. In this episode we discuss: Developing the largest database of HVAC systems in the world Technicians as the guardians of HVAC innovation How Bluon got both technicians and suppliers to use their platform Check out these resources we mentioned during the podcast: This episode is kindly sponsored by Sera () CompanyCam (), and UpFrog (). Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the Meet the Hosts: Tersh Blissett is a serial entrepreneur who has created and scaled multiple profitable home service businesses in his small town market. He’s dedicated to giving back to the industry that has provided so much for him and his family. Connect with him on . Joshua Crouch has been in the home services industry, specifically HVAC, for 8+ years as an Operations Manager, Branch Manager, Territory Sales Manager and Director of Marketing. He’s also the Founder of Relentless Digital, where their focus is dominating your local market online. Connect with him on . Meet the Guest: Peter Capuciati is the Chairman and CEO of Bluon, INC. They created and continue to maintain the biggest HVAC database in the world, used by a third of all HVAC technicians in the US. Peter is a serial entrepreneur who found success in commercial real estate, but is a nuclear physicist by training. LinkedIn: Tune in to hear the latest and greatest in business services trends on Service Business Mastery on Apple Podcasts, Spotify, and our . Listening on a desktop & can’t see the links? Just search for Service Business Mastery in your favorite podcast player.
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Breaking the Mold: How Women are Shaping the HVACR Industry w/ Angie Snow
03/08/2023
Breaking the Mold: How Women are Shaping the HVACR Industry w/ Angie Snow
The trades have long been dominated by men, and it’s time to change that. In this episode of the Service Business Mastery podcast, Tersh and Josh catch up with Angie Snow during the 20th anniversary event of the Women in HVACR. Angie is an outgoing member of the organization but is currently the principal industry advisor for ServiceTitan. Angie first got into the HVAC business when she and her husband bought an HVAC business called Western Heating & Air Conditioning just as the economy was about to collapse into a recession in 2007. Despite initial setbacks and through carefully monitoring their cash flow, Angie helped the company return to profitability. Later, she would find Women in HVACR, a group of women changing the HVAC industry bit by bit, from the ground up. Through the years, Angie has proven her mettle as a business owner and is an important figure in the field. Nowadays, she wants to do more by helping more women get into the trades, giving them educational opportunities, and connecting them with business opportunities. In this episode we discuss: How Angie got started with the HVAC business Tips and best practices for surviving a recession Angie’s work and vision with the Women in HVACR Check out these resources we mentioned during the podcast: This episode is kindly sponsored by Sera () CompanyCam (), and UpFrog (). Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the Check out ’s website Visit Meet the Hosts: Tersh Blissett is a serial entrepreneur who has created and scaled multiple profitable home service businesses in his small-town market. He’s dedicated to giving back to the industry that has provided so much for him and his family. Connect with him on . Joshua Crouch has been in the home services industry, specifically HVAC, for 8+ years as an Operations Manager, Branch Manager, Territory Sales Manager and Director of Marketing. He’s also the Founder of Relentless Digital, where their focus is dominating your local market online. Connect with him on . Meet the Guest: Angie Snow is an HVAC business owner and certified life coach. She helps goal-driven individuals reach their business goals while enjoying a balanced and fulfilling personal life. Links to content here: LinkedIn: Website (Women in HVACR): https://www.womeninhvacr.org/ Tune in to hear the latest and greatest in business services trends on Service Business Mastery on Apple Podcasts, Spotify, and our . Listening on a desktop & can’t see the links? Just search for Service Business Mastery in your favorite podcast player.
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Are Your CSR's Empowered to Be the Voice of Your Company? w/ Zac Garside
03/01/2023
Are Your CSR's Empowered to Be the Voice of Your Company? w/ Zac Garside
Most service business owners pour their time and energy into the product and service they’re offering, and treat customer service as an afterthought. While this might make sense, this is also a critical mistake that can prevent your service business from growing to a level where it should be. You can have the best tradespeople on your team, and still lag behind your competitors due to a lackluster customer experience. In this episode of the Service Business Mastery podcast, your host Tersh Blisset talks to Zac Garside, the CEO of Power Selling Pros. Zac reveals the benefits of boosting your customer experience and digs deep into the details by talking about booking rates, average talk times, and more. But above all the metrics that he mentions, Zac emphasizes the value of empowering your customer service representatives to be the voice of your company and understanding the fundamentals of great customer service over sales tactics. Zac also gives us a crash course on the best way to lead a remote team. Hint: you need to be objective in holding your team accountable and find ways to monitor their work without having to know what they’re doing every minute of the working day. In this episode, we discuss: Why CSRs need to be the voice of your company The role that your CSRs play in revenue generation What metrics to track for your CSR operation Strategies for managing a remote team Check out these resources we mentioned during the podcast: This episode is kindly sponsored by Sera () CompanyCam (), and UpFrog (). Visit and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months! Join the Meet the Hosts: Tersh Blissett is a serial entrepreneur who has created and scaled multiple profitable home service businesses in his small town market. He’s dedicated to giving back to the industry that has provided so much for him and his family. Connect with him on . Joshua Crouch has been in the home services industry, specifically HVAC, for 8+ years as an Operations Manager, Branch Manager, Territory Sales Manager and Director of Marketing. He’s also the Founder of Relentless Digital, where their focus is dominating your local market online. Connect with him on . Meet the Guest: Zac Garside is the CEO of Power Selling Pros. They train customer service representatives to book more calls, increase booking rates, and be the voice of their companies. Connect with Zac on LinkedIn: Check out their website: Tune in to hear the latest and greatest in business services trends on Service Business Mastery on Apple Podcasts, Spotify, and our . Listening on a desktop & can’t see the links? Just search for Service Business Mastery in your favorite podcast player.
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