Podcasts about csrs

In this episode of Owned and Operated, John Wilson and Jack break down what “smart investing” actually looks like for home service operators—starting with the truth most owners miss: if you run a business, you're already an investor. You're investing money, attention, and people every day.They start with a practical framework for P&L investing (software, headcount, SG&A): if your business sells for a multiple, then any new expense should produce a return that justifies that multiple—otherwise, you may be quietly reducing enterprise value.From there, they unpack the difference between balance sheet investments (trucks, equipment, inventory) vs P&L investments, why banks and buyers mostly care about EBITDA, and how focusing on fewer initiatives can drive more profitable growth.Then they shift into the “outside the business” conversation: when diversification helps, when it's a distraction, and how operators can think in two buckets—cash-flow assets that fund life, and enterprise-value assets that build wealth.If you're adding software, hiring leaders, buying equipment, or debating real estate vs reinvesting in the core business—this episode gives you a clean way to think about ROI, focus, and capital allocation.What You'll LearnWhy every operator is an investor (capital, people, and attention allocation)A simple rule for P&L expenses: should this generate a 3x+ return based on your business multiple?The difference between investing on the balance sheet vs the P&L

In this episode of Owned and Operated, John Wilson sits down with Aizik Zimerman of Jay Blanton Plumbing (Chicago) to break down the remote staffing playbook that most home service operators still aren't using.John and Aizik start with a real-world story from a contractor event—how one company allegedly went from $0 to $6M using yard signs, and how Aizik tested it immediately (including the “don't put them on every corner” lesson).Then they go deep on what actually drives scale: building a remote-first, offshore-heavy team that works in the real world. Aizik shares how his business grew to 140 employees with 50+ overseas team members, and how he structures offshore hiring across accounting, install coordination, marketing, recruiting, dispatch, and fleet coordination.They break down the “hub and spoke” model: keep your US leaders focused on thinking and decision-making, then build specialized offshore roles to handle execution—so your business moves faster without bloating payroll.If you're trying to expand coverage, build specialization early, or you've wondered whether recruiting + dispatch + ops coordination can really be offshored, this episode is the blueprint.What You'll LearnWhy “if it can be done remote, it can be done from anywhere”The hub & spoke model: US leaders + offshore execution podsHow Aizik offshores technician recruiting (and why it's a massive unlock)Which roles are easiest vs hardest to offshore (CSR vs dispatch/install coordination)How to reduce “overemployment” risk with real systems (Zoom rooms, accountability layers)Why you should default to remote-first hiring at any size—even at $500K/year

Too many HVAC, plumbing, and home service leaders feel stuck in a cycle of "meeting after the meeting." Plans sound good in the room, but out in the field, nothing really changes. Technicians are confused, office teams feel out of the loop, and commitment is hit-or-miss. In this solo episode, Chad Peterman continues the series on The Five Dysfunctions of a Team and digs into dysfunction number three: lack of commitment. He breaks down why clarity and conflict are non-negotiable if leaders want real buy-in, not silent resistance. From explaining lead costs to CSRs to involving field pros before changing processes, this conversation is built for leaders who manage techs, installers, and call center teams every day. Chad unpacks how purpose, simple scoreboards, and better one on ones can transform "gray area" into clear expectations. He shares how paths to progression, pay plan clarity, and town hall style communication can help techs feel heard, supported, and ready to chase bigger goals for their families, not just hit a daily ticket number. Ready to build a more committed, high-performing team inside your shop? Join The Arena, Chad Peterman's coaching community for home service leaders, to get practical tools, live coaching, and a network of owners and managers who are scaling the right way - https://cantstopthegrowth.com/ Additional Resources: Subscribe to CSTG on YouTube! Connect with Chad on LinkedIn Chad Peterman | CEO | Author Learn more about the Peterman Brothers Follow PeopleForward Network on LinkedIn Learn more about PeopleForward Network Key Takeaways: Clarity before action: confused teams do not commit, so explain the why, what, and how before expecting buy in. Conflict creates alignment: productive disagreement in meetings leads to decisions people will actually support. Show the scoreboard: simple metrics and clear pay plans show techs exactly what winning looks like. Listen to the field: involve technicians before changing processes so decisions work in the truck, not just the office. Purpose over paycheck: connect daily work to helping families and building futures, not just closing tickets. One on ones build commitment: use individual meetings to connect goals, performance, and support for each person. Leaders remove friction: the main job of leadership is making the field's hard job easier so they can serve customers better.

This week on Hustleshare, host Ron Baetiong sits down with Kim Lato, founder and CEO of KimStore, the Philippines' longest-running and largest electronics e-tailer. Kim shares her incredible 19-year journey from selling cameras on Multiply as an 18-year-old college student to building an e-commerce empire that survived platform shutdowns, customs controversies, family tragedy, and a global pandemic—emerging stronger each time.Episode Timeline:00:02:06 – Kim's hustle: Building KimStore.com from scratch00:06:41 – The Fil-Chi way: financial literacy from age 1200:09:04 – Launching on Multiply: from hobby to side hustle00:11:25 – Early fulfillment: LRT rides with cameras to meetups00:14:15 – Wild Wild West: ghosting customers and cash-on-delivery struggles00:16:36 – 2008 financial crisis: choosing full-time hustle over job hunting00:19:29 – Building the first team: CSRs and in-house riders in Tondo00:21:52 – Riding the group buying wave (Groupon era)00:24:18 – Go Negosyo feature: "I want to be the Amazon of Electronics"00:29:02 – When Multiply shut down (2013): pivoting to Facebook00:35:17 – 2015 tragedy: Dad shot 8 times in inside job holdup00:36:45 – Finding God: the turning point that changed everything00:42:36 – Lazada and Shopee: competition or opportunity?00:48:10 – COVID-19: The breakthrough year (2020)00:52:35 – Building brand equity vs. just selling00:54:02 – Delayed gratification: first car after 9 years00:56:01 – Finding purpose beyond the hustle"I wasn't really certain about what I'm doing, but I took a leap of faith that I think this is something worth pursuing. I think we could make this big. And that really helped me do this in a bigger aspect."Resources:Website: https://www.kimstore.comFacebook: KimStore (3M+ followers)Instagram: https://www.instagram.com/kimstorePH/Links/Sponsors:OneCFO: https://www.onecfoph.co/Hustleshare is powered by PodmachineListen to our brand new podcast: Founders Only HEREDiamond Supporters: Sarisuki, PayMongo, SeekCap, Shoppable Business, Qapita, GoTyme Bank, Sprout Solutions, UNO Digital Bank. Hosted on Acast. See acast.com/privacy for more information.

Send us a text→ Club Sabroso Radio Presents exclusive set by: DJ ANDRE RIZO Andre Rizo has Over 1.5M streams on Spotify; named "Best DJ of 2019" in Romania; ranked in the Top 20 Tech House Beatport Worldwide alongside artists like Solardo and Martin Ikin.  This week he takes command of the decks with a sizzling tech house set. Powered by the Club Sabroso Radio NetworkFollow IG/FB: @CLUBSABROSORADIO24/7 Live Stream at: WWW.CLUBSABROSORADIO.COM

Home service owners are pouring money into marketing and still watching the call board swing from "overbooked" to "crickets." In this special Around the CAMPfire takeover on Can't Stop the Growth, CAMP Digital founder Katie Donovan sits down with Matt Murray, CMO and Head of Innovation at Peterman Brothers, to unpack how Peterman built a growth engine that actually matches demand to capacity. Matt shares how Peterman uses real-time data, capacity-aligned marketing, and tight alignment between operations and marketing to keep techs busy, CSRs confident, and ad spend pointed at the right services in the right markets. The conversation digs into brand, trust, community presence, and what it really looks like to scale from "just keep the board full" to a disciplined, repeatable growth system. For HVAC, plumbing, and trade leaders, this is a playbook for turning chaos into control: how to use capacity dashboards, speed-to-lead, and transparent scoreboards so the entire team knows the score and how to win. Matt also talks about shop tours, learning from other contractors, and why calm, clear leadership matters more as the business grows. Additional Resources: Connect with Matt Murray on LinkedIn  Learn more about the Peterman Brothers Connect with Katie Donovan on LinkedIn Follow Camp Digital on LinkedIn Learn more about Camp Digital Join The ARENA - a CSTG Community (powered by our media partner, PeopleForward Network) Subscribe to CSTG on YouTube! Connect with Chad on LinkedIn Follow PeopleForward Network on LinkedIn Learn more about PeopleForward Network Key Takeaways: Marketing must match your actual capacity. Simple, visible data drives better daily decisions. Protect your speed-to-lead if you want to win more jobs. Brand is built through trust and community presence. Calm, clear leadership cuts through growth chaos. Learning from other shops shortens your path to scale.  

Feeling overwhelmed by your to-do list? You're not alone, and there's a better way to work. In this conversation, Mark McGaunn, CPA/PFS, CFP® and Partner at LGA, joins Certified Veterinary Practice Manager and hospital owner Jenni George, CVPM, to sit down with cohost Chris O'Day. Together, they tackle one of the most important and often overlooked skills in veterinary medicine: delegation.Veterinarians are highly trained, highly driven, and often highly overloaded. Many try to do everything themselves, from charts to billing to nail trims, and it comes at a cost. Burnout, stress, missed revenue, stalled growth, and underutilized teams are all too common.In this episode, we explore:  • Why delegation is so hard for veterinary professionals  • How over-functioning leads to exhaustion and inefficiency  • The connection between delegation, profitability, and team retention  • Real-world stories from both practice and advisory work  • Tasks vets should stop doing immediately  • How to empower technicians and CSRs without feeling like you're losing control  • Small habits you can start tomorrow to reclaim time and reduce stressMark also offers insight from his role as a Partner at LGA, a regional CPA and Business Advisory firm that supports veterinary hospitals with financial strategy, tax planning, and outsourced accounting.If your schedule feels overloaded or you're struggling to step back from day-to-day tasks, this episode will help you create a healthier and more sustainable way of working for yourself, your team, and your patients.Tune in now to the newest episode of The Veterinary Survival Show.

In this episode, John Wilson sits down with Daryna Kulya, co-founder of Quo (formerly OpenPhone), to unpack one of the most underappreciated growth levers in home services: how you communicate as you scale. What starts as “one tech, one phone, one truck” quickly becomes a bottleneck once you're trying to hire CSRs, build a call center, and stop missing leads. Daryna shares the real story behind Quo's rebrand, why they're building for the long term, and how modern phone + text workflows are evolving with AI.They dive into the hard operational truth most contractors learn too late: you don't feel the communication pain until your customers already do. From missed calls, speed-to-lead, shared inboxes, and staffing by the hour (not the day), to AI call agents that outperform voicemail 3x, this is a tactical conversation for any operator trying to grow past the owner-operator stage. If you're scaling HVAC, plumbing, electrical, restoration, or any service trade — and you want to stop leaking revenue through missed calls and messy handoffs — this one's a must-listen.What You'll LearnWhy Quo rebranded from OpenPhone — and what that signals about the future of communicationThe hidden scaling trap of using your personal cell numberWhen contractors hire CSRs too late (and step out too early)Why staffing by the day hides the real missed-call problem

In this episode, John Wilson and Brandon Niro are joined by Zac Dearing from Mantel for a fast-paced, trivia-style breakdown of what homeowners actually want when buying HVAC and home services in 2025. Mantel just surveyed 500+ homeowners nationwide, and instead of guessing in the dark like most of the industry, we put real customer data on the board. John and Brandon compete to predict homeowner behavior — how many contractors people call, where they find you, what earns trust, how pricing impacts decisions, and what parts of the sales process truly move the needle.The results are a gut-check for any contractor, operator, or sales leader. Homeowners are still overwhelmingly finding contractors through Google and repeat relationships, AI search is basically nonexistent (despite all the noise), and reviews dominate how people assess quality. Even more interesting: millennials and baby boomers shop very differently, and the “price objection” narrative isn't as universal as we treat it in training. If you're trying to improve close rate, tighten your sales process, build real trust in the home, or decide how transparent to be with pricing and warranties, this episode is stacked with insights you can act on immediately.What You'll LearnHow many contractors homeowners contact before choosing oneThe real top channels homeowners use to find contractors in 2025Why AI search (ChatGPT/Perplexity/Claude) isn't driving discovery yet

In this episode of The Broadband Bunch, host Pete Pizzutillo sits down with Travis Rice, Senior Director of Sales and Marketing at Camvio, recorded at Calix ConneXions 2025. Travis shares his unexpected path from fintech to telecom, how he landed at Camvio, and the company's mission to simplify operations for ISPs through its end-to-end OSS/BSS platform. Pete and Travis dig into some of the biggest challenges and trends shaping today's broadband landscape: fragmentation across systems, the shift toward best-of-breed architectures, and the evolving role of integrations in delivering seamless subscriber experiences. Travis explains why many operators still struggle with brittle scripts, lack of standards, and aging infrastructures—and why consolidation paired with smart ecosystem partnerships is becoming essential. They also explore the current state of AI in telecom, why much of the market is still in the “hype cycle,” and how AI will enhance—not replace—the people behind networks. Travis discusses the real opportunities: empowering CSRs, improving ticketing and escalation workflows, and elevating the customer experience. Finally, Travis offers candid advice for operators navigating digital transformation, system scalability, migrations, and M&A-driven change—reminding leaders that long-term success depends on modern architecture, trusted partners, and a strategy built around data and efficiency, not just new tools.

In this episode, John Wilson sits down with Richard Dunbar of FieldPulse to dig into one of the most important — and often overlooked — levers for scaling a home service company: modernizing your operational platform. Whether you're running HVAC, plumbing, electrical, restoration, or any specialty trade, the shift from legacy tools to a true field service management system (FSM) is one of the highest-ROI moves you can make. Richard and John break down how contractors are ditching whiteboards, Excel boards, paper invoices, and manual dispatching in favor of flat-rate pricing systems, centralized pricebooks, technician-friendly workflows, real-time visibility, and true operational clarity.What You'll LearnWhy legacy systems cap your growthHow flat-rate pricing really worksWhere the real ROI of FSM software comes fromHow to remove friction from the entire customer journey The #1 mistake contractors make when trying to scale revenue 

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In this episode, John Wilson and co-host Jack Carr unpack one of the biggest transitions in home service — going from owner to operator. What does it really take to scale beyond yourself? We dive deep into building layers of leadership, knowing when to delegate, hiring vs. promoting internally, and what the first real leadership hire should look like. From service managers and field supers to accountability systems and EOS, this one's for owners ready to break through bottlenecks and build real organizational depth.You'll hear real playbooks from $1M to $40M+ companies—how John and Jack each handled growth bottlenecks, where they stumbled, and what they'd do differently.What You'll LearnBottlenecks by Design: How to identify when you've outgrown your org chart. First Leaders: The real tipping point for adding service managers, CSRs, and field supers. Hiring vs. Promoting: When internal leadership makes sense—and when it doesn't. Accountability That Sticks: How to keep KPIs and culture aligned as you scale. Delegation Done Right: The tasks owners should've offloaded yesterday. Revenue-Focused Management: Why your first manager should drive numbers, not just tech skill.

Today, I'm joined by a guest who's doing some really innovative things in the trades industry, Nate Keller, the Co-Founder and Chief Sales Officer of Free2Grow.Free2Grow is transforming how contractors handle customer communication by using AI-powered CSRs built specifically for home service businesses. Before launching the AI side, Nate and his team actually ran a live call center, so they understand firsthand what business owners really need on the front lines.In this episode, we dive into:How AI voice systems improve booking rates and customer experienceThe growing role of automation in HVAC, plumbing, and roofingLessons from transitioning from service to technologyThe future of AI and how contractors can leverage it for growthIf you're a contractor or home service business owner looking to scale smarter and stay ahead of the industry shift, this conversation is packed with actionable insights.Learn more about Free2GrowWebsite: https://free2grow.comFacebook: https://www.facebook.com/Free2GrowOfficial/Instagram: @free2growofficialConnect with Nathan KellerFacebook: https://www.facebook.com/nathan.keller1Linkedin: https://www.linkedin.com/in/nathankeller/Connect with Builders of AuthorityWebsite: https://buildauthority.comFREE Facebook Group: https://www.facebook.com/groups/7685392924809322BOA Mastermind: https://buildauthority.co/order-form-mastermindGoHighLevel Extended 30-day Free Trial w/TONS of Personal Branding Bonuses: http://gohighlevel.com/adammcchesney

In this special re-release of Owned and Operated, John Wilson sits down with AJ and Noah of Premier Home Pros to unpack how they went from a dining-room-table idea to $15M in year one, $86M in year two, and a national rollout—without taking on debt. They break down the sales system, affiliate-led demand gen, installer model, and the ops math behind a ~46-day greenfield payback. If you're scaling a home service business, this is the blueprint.You'll hear the real numbers: 91% demo, 82% close in month one for $557k, why they switched from acrylic to engineered stone to lift average ticket from $11.7k → $18.3k+, how they opened 9 locations by end of 2024, and the org/game plan to chase nine figures—profitably.

John sits down with Harmony Brownwood, CEO & founder of GreenWorks Inspections & Engineering, to unpack how she grew from zero connections in 2009 to one of the largest independently owned inspection companies in the U.S.—now operating across six states with 11 locations, 2,500–3,000 services a month, and a runway from ~$15M toward $20M in annual revenue. Harmony shares the mindset work that kept her going for 16 months without a sale, the systems that let her scale beyond herself, and why “happy clients + happy team” is the non-negotiable core KPI.They get into how GreenWorks blends home inspections, structural engineering, and environmental services; why market flatness forces true market-share plays; and the playbook for entering new states by leading with engineering/environmental before residential inspections. You'll hear how she measures client experience (NPS, “happy calls,” QC + AI on 80k+ reports), builds SOPs that actually stick, and keeps standards sky-high while still being beloved by realtors, investors, and homeowners.If you want a concrete blueprint for scaling a people-powered, service-heavy org—without PE money, franchising, or letting quality slip—this one's for you.

John sits down with Zac Dearing (Mantel) to break down how top HVAC, plumbing, and electrical companies are moving from “proposal tools” to true shopping experiences that help homeowners buy with confidence—and help teams close more, faster. They dig into hard data from Mantel's platform and homeowner survey: why Tuesdays are the biggest sales day, how response time and proposal view time (“eyeball time”) predict closes, and why a 10-point jump in proposal strength correlates with ~$960 higher average ticket. They also cover remote/virtual selling (and what a high-fidelity, open-cart experience can look like), pricing transparency (69% of homeowners try to find a price online…only 15% find something clear), extended-warranty strategies, and what changes between a $10M shop and a $100M shop (hint: ruthless simplicity). If you want a concrete playbook for modern sales—benchmarks, coaching levers, and systems that scale—this one's for you.

Send us a textPhones get quiet, bills don't. We tackle the slow-season squeeze head-on with a blueprint for building maintenance clubs that are easy to sell, rich with perks, and powerful enough to turn downtime into dependable revenue. Rachel kicks things off before Crystal and Emily dive into the strategies we use with HVAC, plumbing, roofing, and pest control companies to keep cash flowing when the weather won't do the heavy lifting.We start with the essentials: simplify your plan to one or two tiers, publish it clearly, and equip CSRs and techs with tight scripts that make the value obvious. From priority service and documented maintenance to loyalty credits for future system replacements, we outline member benefits that feel exclusive—not just a discounted tune-up in disguise. Then we layer in smart cross-sells and seasonal bundles that lift average tickets, like IAQ upgrades, duct cleaning, programmable thermostats, water heater flushes, and visual roofing checks that create real reasons to roll a truck when demand dips.You'll also hear practical ideas to keep your brand sticky in a crowded market. Monthly member emails with an owner's note and timely tips, weather-triggered check-ins, and delight moments—think fall pumpkin drop-offs or pet treats for “fur families”—build loyalty and referrals that last longer than a service call. We map out targets (aim for 1,000 members per $1M in service revenue), the KPIs that matter, and the gamified incentives that make teams care: simple spiffs, leaderboards, steak dinners cooked by leadership, even big-ticket raffles for sustained performance. The result is a “smart seat bank” of happy customers ready to buy, freeing peak-season capacity for high-value new calls.If you're ready to stop riding the weather and start building a predictable revenue engine, this conversation is your playbook. Subscribe, share this with a fellow owner, and leave a review to tell us which perk or incentive you'll test first.If you enjoyed this chat From the Yellow Chair, consider joining our newsletter, "Let's Sip Some Lemonade," where you can receive exclusive interviews, our bank of helpful downloadables, and updates on upcoming content. Please consider following and drop a review below if you enjoyed this episode. Be sure to check out our social media pages on Facebook and Instagram. From the Yellow Chair is powered by Lemon Seed, a marketing strategy and branding company for the trades. Lemon Seed specializes in rebrands, creating unique, comprehensive, organized marketing plans, social media, and graphic design. Learn more at www.LemonSeedMarketing.com Interested in being a guest on our show? Fill out this form! We'll see you next time, Lemon Heads!

What if the very thing holding your business back isn't your leads, your pricing, or your people but your refusal to move before it's perfect?In this powerful episode, we sit down with Sherman Hatley, founder of Tactical Electric. Sherman gets real about what it takes to scale fast from learning emotional intelligence, hiring the right team, offering premium service options, and shifting from order-taker to general contractor mindset.This isn't a story of overnight success. It's the real cost of going all in of being present over perfect and replacing guesswork with system.Whether you're a tradesperson, business owner, or leader, this one is packed with wisdom on leadership, resilience, and service-based sales.

Is the new OPM Online Retirement Application (ORA) speeding up federal retirement or causing more delays? In this video, CD Financial explains the digital process, timelines, hidden pitfalls, and speedy tips for federal employees (FERS & CSRS) preparing to retire. Learn how to optimize your paperwork, avoid late annuity payments, and get the answers to crucial OPM system changes for 2025.

“It's all about human to human.” -Sivan Caspi Herner   Brigham Dickinson is the founder of Power Selling Pros, a company dedicated to transforming customer service teams into highly effective, persuasive, and revenue-generating forces. His journey began a decade ago when he realized that even high-quality leads could be lost due to poor call handling—an insight that inspired him to coach CSRs directly. Drawing on hands-on experience in both advertising and phone-based customer service, Brigham developed a training system that helps teams book more calls and wow more customers across industries from HVAC and plumbing to automotive and marketing services. Over the past ten years, he has scaled Power Selling Pros to help businesses worldwide optimize their call handling, uncovering hidden revenue and boosting customer satisfaction. In this episode, Brigham shares his lessons on turning ordinary interactions into measurable growth and why empowering CSRs is key to long-term business success. Website:https://powersellingpros.com/  LinkedIn: https://www.linkedin.com/in/brigham-dickinson/ YouTube: https://youtube.com/@powersellingpros?feature=shared Instagram: https://www.instagram.com/power.sellingpros/ Facebook: https://www.facebook.com/BrighamDickinsonPSP?mibextid=LQQJ4d   Sivan Caspi is a strategic marketing leader with over 15 years of experience from global B2B tech and B2C FMCG companies. She began her career building and growing leading consumer brands at companies like Kimberly-Clark and Tempo, before moving into the tech space, where she brings a unique blend of brand expertise and performance marketing know-how. As VP Marketing at CoolAutomation, Sivan leads global marketing strategy, brand positioning, and go-to-market execution. She has a proven track record in launching brands and products, scaling demand generation, and driving growth across international markets. Sivan believes that smart marketing happens where strategy meets execution, technology meets creativity, and data meets people. Because in the end, it's not B2B or B2C - it's human to human. Website: https://coolautomation.com LinkedIn: https://www.linkedin.com/in/sivancaspi/?originalSubdomain=il Instagram: https://www.linkedin.com/in/sivancaspi/   In this episode, we dive into the power of customer experience and smart marketing, exploring how businesses can unlock hidden revenue, scale globally, and connect with people on a human level.   Apply to join our marketing mastermind group: https://notypicalmoments.typeform.com/to/hWLDNgjz Follow No Typical Moments at: Website: https://notypicalmoments.com/ LinkedIn: https://www.linkedin.com/company/no-typical-moments-llc/ YouTube: https://www.youtube.com/channel/UC4G7csw9j7zpjdASvpMzqUA Instagram: https://www.instagram.com/notypicalmoments Facebook: https://www.facebook.com/NTMoments

“It's all about human to human.” -Sivan Caspi Herner   Brigham Dickinson is the founder of Power Selling Pros, a company dedicated to transforming customer service teams into highly effective, persuasive, and revenue-generating forces. His journey began a decade ago when he realized that even high-quality leads could be lost due to poor call handling—an insight that inspired him to coach CSRs directly. Drawing on hands-on experience in both advertising and phone-based customer service, Brigham developed a training system that helps teams book more calls and wow more customers across industries from HVAC and plumbing to automotive and marketing services. Over the past ten years, he has scaled Power Selling Pros to help businesses worldwide optimize their call handling, uncovering hidden revenue and boosting customer satisfaction. In this episode, Brigham shares his lessons on turning ordinary interactions into measurable growth and why empowering CSRs is key to long-term business success. Website:https://powersellingpros.com/  LinkedIn: https://www.linkedin.com/in/brigham-dickinson/ YouTube: https://youtube.com/@powersellingpros?feature=shared Instagram: https://www.instagram.com/power.sellingpros/ Facebook: https://www.facebook.com/BrighamDickinsonPSP?mibextid=LQQJ4d   Sivan Caspi is a strategic marketing leader with over 15 years of experience from global B2B tech and B2C FMCG companies. She began her career building and growing leading consumer brands at companies like Kimberly-Clark and Tempo, before moving into the tech space, where she brings a unique blend of brand expertise and performance marketing know-how. As VP Marketing at CoolAutomation, Sivan leads global marketing strategy, brand positioning, and go-to-market execution. She has a proven track record in launching brands and products, scaling demand generation, and driving growth across international markets. Sivan believes that smart marketing happens where strategy meets execution, technology meets creativity, and data meets people. Because in the end, it's not B2B or B2C - it's human to human. Website: https://coolautomation.com LinkedIn: https://www.linkedin.com/in/sivancaspi/?originalSubdomain=il Instagram: https://www.linkedin.com/in/sivancaspi/   In this episode, we dive into the power of customer experience and smart marketing, exploring how businesses can unlock hidden revenue, scale globally, and connect with people on a human level.   Apply to join our marketing mastermind group: https://notypicalmoments.typeform.com/to/hWLDNgjz Follow No Typical Moments at: Website: https://notypicalmoments.com/ LinkedIn: https://www.linkedin.com/company/no-typical-moments-llc/ YouTube: https://www.youtube.com/channel/UC4G7csw9j7zpjdASvpMzqUA Instagram: https://www.instagram.com/notypicalmoments Facebook: https://www.facebook.com/NTMoments

Over the last five years, Steve Carroll scaled Kelso Industries from zero to $1.1–$1.2B top line with 3,500+ employees across mechanical, electrical, and plumbing (MEP) — powered by 29 acquisitions and an “empowered, decentralized” operating model. In this wide-ranging conversation, Steve and John unpack the Kelso flywheel (construction ➜ retrofit ➜ maintenance ➜ service), how to choose what to centralize vs. decentralize, why leadership pipelines matter more than playbooks, and the realities of integrating owner-led companies at scale. We also dig into data center demand, non-union strategy, and the “survival mode” moments that nearly derailed the journey.If you're thinking about multi-location expansion, commercial/industrial MEP, or acquiring while operating, this one's a blueprint.What You'll Learn-The Kelso flywheel: use construction as an entry point, expand into retrofit, sell maintenance, earn lifetime service-29 acquisitions without breaking culture: partnering with operators, light-touch integrations, and when to standardize-Centralize vs. decentralize: cash & risk centralization; empower branches on P&L, customers, and ops-Building leadership pipelines (trades & military) to keep growth from stalling-Data centers & industrial demand: where the growth is and what capabilities matter- How a billion-dollar platform still treats growth like survival

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In this episode of Owned and Operated, John Wilson is joined by Jack Carr (Jackquisitions) to break down the 4 steps to train your sales team and raise revenue fast.From building a repeatable process to setting metrics, John and Jack share how to treat sales like an order of operations—diagnosing problems step by step so your team can fix weaknesses and improve call over call. They discuss why consistency beats ad-hoc training, how to gamify scoreboards so techs know exactly where they stand, and why “inspect what you expect” is the ultimate accountability layer.John shares how his $30M HVAC, plumbing & electric company used sales training to drive 50% year-over-year growth, while Jack explains how bringing on a salesperson as his third hire fueled 100% growth three years in a row.Together, they unpack:Step 1 – Have a process: Scripts, SOPs, and the scientific method of diagnosing sales gapsStep 2 – Be consistent: Regular training, skills practice, peer feedback, and role playStep 3 – Install metrics: Scoreboards, targets, gamification, and making numbers visible dailyStep 4 – Inspect what you expect: Ride-alongs, monitoring calls, coaching, and accountability loops

Long hold times, missed calls, and frustrated customers are growth killers in the trades. In this episode, Chad sits down with Tyson Chen of Avoca and Matt Pozda of Call Dad to talk about how AI is transforming the way service companies handle call volume, book jobs, and keep CSRs motivated. They break down how trades leaders can strategically use AI to reduce turnover, increase booking rates, and keep technicians focused on high-value opportunities. More importantly, they show why AI isn't about replacing people—it's about optimizing them. From overcoming skepticism about customer experience, to training AI agents like team members, to leveraging data for smarter scheduling, this episode will challenge how you think about growth in HVAC, plumbing, and beyond.

In this episode, I dive deep into the state of veterinary marketing in 2024 alongside Trace, our Gen Z marketing guru and Customer Success Manager. Drawing from our hands-on experience managing over $600,000 in monthly ad spend and working with 50–60 veterinary practice owners each week, we break down what's working, what's not, and how you can set your practice up for success in today's fast-changing landscape. We cover everything from adapting to seasonality and economic shifts, to leveraging the latest digital platforms and creating messaging that truly converts. We start by exploring the unique challenges and opportunities facing veterinary practices right now — like how seasonality and economic trends impact client behavior, and why it's crucial to plan your marketing proactively rather than reactively. I share actionable strategies for staying ahead of slow periods, monitoring local trends, and making sure your campaigns are always ready to deploy when you need them most. We also talk about the massive impact of organic social media and video content, especially for reaching Gen Z and Millennial pet owners who are living on platforms like Instagram and TikTok. I give you practical tips for showcasing your practice authentically, testing content organically, and remixing what works to maximize engagement. Paid advertising is another big focus in this episode. We dig into the nuts and bolts of Google Ads, Performance Max campaigns, and the often-overlooked power of display ads. I walk you through setting realistic budgets, targeting the right demographics, and tracking your results for true ROI. Plus, we discuss the importance of direct response messaging, unique offers, and building a nurture funnel that actually converts leads into appointments. And of course, we can't ignore the evolving search landscape — so we cover why your Google My Business profile still matters, how AI is changing the way clients find you, and the critical role of reviews in building trust. Finally, I share insights on outbound marketing, the vital importance of well-trained CSRs, and how to avoid common pitfalls that hold practices back. We wrap up with a look at the future — highlighting the growing role of AI, the need for proactive planning, and the value of a strong partnership with your marketing team. Whether you're looking to optimize your current strategies or future-proof your practice, this episode is packed with expert insights and actionable advice to help you thrive in 2024 and beyond.

☎️ Missed calls = missed opportunities. But what if AI could change that game forever? Brad sits down with Michelle Myers, co-founder of Pink Callers, to uncover how she's reinventing the call center experience for home service businesses. From dedicated CSRs who feel like part of your team, to after-hours support that actually works, Pink Callers is flipping the script on traditional answering services. Michelle doesn't shy away from the hot topic: AI. She shares how tools like Zyratalk, Dialpad, and Motion aren't here to replace people, but to supercharge them. We're talking about CSRs who go from answering phones to managing AI agents, multiplying their value and their paychecks

Most home service owners think about growth in terms of calls booked, revenue, and trucks on the road. But profit often slips away in the small, hidden gaps inside the business. In this episode of Windshield Time, Chris Elmore and James “J-Dub” Walker break down the areas where money leaks out of HVAC, plumbing, and electrical companies — and how leaders can tighten up processes to keep profit in the business. Here's what you'll learn: The most common places profit gets lost in service companies Why callbacks and breakdowns in communication eat away at margins How to connect CSRs, techs, and managers so the whole team protects profit Practical systems to reduce waste and strengthen your bottom line Real-world examples from contractors who have turned leaks into growth If you're growing revenue but not seeing more money in the bank, this episode will help you find the gaps and fix them.

In this episode of Owned and Operated, John Wilson is joined by Jack Carr from Jackquisitions to break down the four steps every business owner must take to truly become a CEO. From leaving the tools behind to managing senior leaders, John and Jack share the exact progression operators go through—and the pitfalls at each stage.They dive into the messy middle stages (what Jack calls “owner's hell”), where infrastructure costs skyrocket and leaders struggle to let go. John opens up about his own journey scaling a $30M home service company and when he finally felt like a real CEO. Together, they unpack:Why “founder” and “CEO” aren't the same thingThe hardest stage to escape and how to move past itWhy adding managers can both unlock growth and squeeze cash flowWhat it takes to lead through layers of leadership without losing speedThe looming leap from single-location to multi-location leadershipThis is a must-listen for any contractor or entrepreneur who wants to move beyond being “just the owner” and step fully into the CEO role.

Automation isn't the future—it's happening right now. The question is: will you dominate with it, or be dominated by those who do? In this high-energy Can't Stop the Growth showdown, Chad Peterman goes head-to-head with Tommy Mello to tackle one of the hottest topics in home services: automation. From call centers to lead follow-up, recruiting, and customer experience, you'll hear exactly how the industry's top leaders are leveraging AI and automation to scale faster, serve better, and protect their culture. Here's what you'll take away from this conversation: Speed to Lead = Speed to Cash – Why contacting customers within 60 seconds changes everything Automation Protects Culture – Tools that reduce chaos while empowering your people Measure What Matters – Focusing on booked calls, conversions, and retention over vanity metrics Small Wins Stack Fast – How market leaders test, tweak, and iterate daily

Today on The New Flat Rate Podcast, Danielle Putnam sits down with Dave Rothacker, Leadership Explorer and Guide with Go Time Success Group, to dig into one of the most powerful truths about leadership: leadership is influence. With more than 40 years of experience in the trades, Dave shares why influence starts with respect and curiosity, and how passing down knowledge across generations can transform not just companies, but people.From empowering CSRs and technicians to step into leadership naturally, to recognizing how small acts of adding value can shape careers, this episode is packed with real-world lessons. Whether you're looking to grow future managers, strengthen your team culture, or simply become a more intentional leader yourself, this conversation will inspire you to lead through influence—not authority.Links and Resources:⁠⁠thenewflatrate.com⁠⁠https://gotimesuccessgroup.com/Books Mentioned:The Three Signs of a Miserable Job- https://www.amazon.com/Three-Signs-Miserable-Job-Employees/dp/0787995312The Diary of a CEO: The 33 Laws of Business & Life- https://www.amazon.com/Diary-CEO-Laws-Business-Life/dp/0593715837

Send us a textLaunch#090625-- Your favorite electronic music radio show Takes over the Airwaves in Punta Cana & Santiago, Dominican Republic.1st Hr. | Club Sabroso's Pick of the Week Playlist.2nd Hr. | Guest mix by New York's own DJ duo FLAGRANT DRVMS.Prepare for absolute energetic audio experience..Where you'll hear nothing but heaters

In this episode of Owned and Operated, John Wilson is joined once again by Ethan Wright from Service Scalers to answer a big question: what would you do with a million-dollar marketing budget?Together, they unpack how $1M breaks down between demand capture (LSAs, PPC, SEO, lead partners) and demand generation (TV, radio, social, branding) — and why the first priority is always the lead. John and Ethan talk about beating proven channels until they're maxed, why operators get in trouble by spreading budgets too thin, and how the fastest-growing companies scale one or two channels to $100k+ a month.You'll also hear their frameworks for deciding budget allocation, the hidden crossover between capture and brand, and the real numbers John looks at daily to keep the board full. Whether you're running $2M or $20M, this conversation shows how the principles of lead generation never change — only the scale does.

Send us a textPodcast guest, Cory Pinegar, is the founder of Teem, a leading provider of Virtual Assistants for healthcare practices. With over eight years in healthcare, he was an early employee at Weave and later built Reach, one of the largest dental-specific call centers in the U.S. Today, he employs thousands of remote team members across 10 countries, helping practices find reliable, engaged, and cost-effective support. Cory serves on the boards of the Parkinson's Foundation and Verrific and is passionate about advancing healthcare innovation. His companies have been named among the fastest-growing by Inc. 500 multiple times.In this episode of Vet Life Reimagined, we explore how virtual assistants are helping veterinary professionals work smarter, not harder. You'll hear the story of Cory Pinegar, founder of Teem, whose personal experiences inspired him to dedicate his career to supporting healthcare providers. Then, Kelly Cronin, with over 30 years in veterinary medicine, shares how Teem's veterinary virtual assistants are changing workflows, improving retention, and giving teams more time for what matters most.

In this episode of Owned and Operated, John Wilson sits down with Tony from Wanamaker to break down one of the biggest challenges contractors are facing in 2025: leads are tougher for everyone.John and Tony dig into why this year has been so unusual for home service businesses, from cooler summers and unpredictable weather to rising digital costs and shifting media consumption. They unpack how operators can protect market share in a down year, why consistency beats quick creative changes, and the three questions every ad should answer: Why you? Why now? How can I afford you?Tony shares practical insights on cost-shifting budgets, leveraging the Zero Moment of Truth, and keeping brand messaging dialed in—even when the industry feels shaky. From media buying advantages in non-political years to the impact of ChatGPT, SEO, and the decline of cookies, this conversation is packed with actionable pro tips to help contractors navigate 2025 and set up strong for 2026.

How to Train Insurance Customer Service Teams to Unwind Upset Customers

 In this episode of Owned and Operated, John Wilson sits down with Tony Castellucci from Wanamaker to break down how home service companies should think about marketing spend at three different levels: $100K, $500K, and $1M.Tony and John dig into what works (and what doesn't) as your budget scales. From avoiding white noise and wasted spend, to maximizing digital safety nets like SEO, PPC, LSAs, and Google My Business, the conversation highlights how to build consistent lead flow and a strong brand presence without diluting your dollars.They cover why seasonality matters for small budgets, when to shift toward year-round brand building, and how traditional media like TV, streaming, and selective billboards can play a role as you grow. Tony also shares agency-side lessons on attribution, cost per lead, and why marketing dilution is one of the most common pitfalls for home service owners.If you're looking to understand how to strategically allocate your marketing dollars — whether you're running a $5M shop or pushing past $15M — this is a must-listen episode.

Call this demo number to experience Free2Grow : (719) 414-9355 Learn how to automate tasks, save time, and increase your profit. No Coding required!

In this episode of the FNO: InsureTech Podcast, we welcome Kyle Geoghan, Co-Founder and CEO of Indemn, for a deep discussion on the real-world impact of generative AI in insurance. Kyle shares his trajectory from early days in a family insurance agency, through his experience at CoverWallet, to launching Indemn in 2021. The episode details how Indemn began by building an MGA for event insurance with Markel—where nearly 95% of its direct-to-consumer operations rely on AI agents—and how the firm is now focusing primarily on its core SaaS platform. Listeners gain a data-driven understanding of how Indemn's technology automates quoting, underwriting, broker support, and especially broker portal workflows, as well as Kyle's evidence-based view of industry adoption. Key Highlights Kyle traces his roots to his family's Long Island insurance agency, starting at age 12 and later moving to digital innovation at CoverWallet before co-founding Indemn. Indemn was launched in 2021 as a generative AI company for insurance. It initially operated as an MGA selling Markel-backed event and wedding insurance, introducing an AI agent model—at EventGuard, approximately 95% of customer interactions are handled by AI agents. As part of a strategic pivot, Indemn is selling the EventGuard MGA subsidiary to devote greater resources to SaaS technology enablement for carriers, MGAs, and broker networks. Indemn's platform supports AI-driven quoting, stepwise underwriting, certificate generation, and status updates. Broker portal assistance is a core use case, enabling agents to receive accurate, real-time answers to underwriting and product questions, reducing repetitive workload by 30–40% for underwriters and CSRs. Adoption patterns show most consumer users are comfortable with AI workflows, while a majority of brokers also warm to this model over time—particularly when embedded in broker portals with feedback mechanisms for user trust. Kyle notes that, historically, insurance industry adoption has been cautious; however, he identifies late 2022 and 2025 as crucial milestones, with 2025 predicted as a year of significant scaling in generative AI deployment across the sector.

If you're trying to grow a home service business, your marketing budget is one of your biggest bets — and biggest risks. In this episode of Owned and Operated, John Wilson and Sam Preston host a no-fluff Q&A tackling real contractor questions on lead generation, paid ads, and when to actually bring in an agency.They break down how to allocate marketing spend at every stage — from $1K/month up to $200K — and what it really takes to get traction with LSA, GMB, and PPC. You'll learn how to play offense with your best-performing lead sources, why spreading your budget too thin kills momentum, and how to ride your winning channels like you stole it.If you're struggling to get leads from PPC or Google Ads, they also cover how to fix campaign waste, when landing pages are the problem, and how top operators manage their media vs lead-gen mix to scale past $10M.Whether you're just getting started or dialing in a multi-location growth strategy, this episode is a tactical deep dive into what's actually working right now.

AI isn't coming — it's here. And the way people find your business is already changing.In this episode of Owned and Operated, John sits down with Sam Preston, CEO of Service Scalers, for a deep-dive on how AI is reshaping local search and why HVAC, plumbing, and home service operators need to evolve fast — or risk being left behind.They explore what it means to “rank” in a world of LLMs, how showing up in ChatGPT, Perplexity, and Google's AI Overview actually works, and why your SEO and Google Business Profile (GMB) are more valuable than ever. From review mining to AI-mode discovery to early signs of AI agents booking jobs, this episode lays out a real-world, contractor-first roadmap to dominate in the AI-driven search era.You'll also hear how Wilson's early investment in SEO and programmatic content is now paying off — and why operators of every size should focus on backlinks, FAQs, and review quality today to future-proof their lead flow.Whether you're doing $1M or $50M, if you want to stay visible and competitive as AI search becomes the new front door to your business, this one's essential.

In this episode of Owned and Operated, John sits down with Ethan from New York to explore his rapid journey into the world of home services and franchising. From cold calls to private equity to launching a local newsletter — Ethan shares the real story behind building momentum as a new business owner.

This is the last of three episodes that demystifies your CSR, dispatch, and inside sales roles. My guests are Lynn Wise, CEO of Contractor in Charge, and Danielle Bartus who leads sales and marketing for Contractor in Charge. In this episode, Lynn and Danielle discuss the inside sales role. Free P&L Statement and Balance Sheet https://tinyurl.com/2rjd6wxu Ruth King Twitter - @RuthKing LinkedIn - https://www.linkedin.com/in/ruthking1/   Podcast Produced by Nick Uttam https://www.linkedin.com/in/nick-uttam-4b33a1147

This is the second of three episodes that demystifies your CSR, dispatch, and inside sales roles. My guests are Lynn Wise, CEO of Contractor in Charge, and Danielle Bartus who leads sales and marketing for Contractor in Charge. In this episode, Lynn and Danielle discuss the dispatch role – and how AI can play a role in dispatch. Free P&L Statement and Balance Sheet https://tinyurl.com/2rjd6wxu Ruth King Twitter - @RuthKing LinkedIn - https://www.linkedin.com/in/ruthking1/   Podcast Produced by Nick Uttam https://www.linkedin.com/in/nick-uttam-4b33a1147

In this episode of Owned and Operated, John and Jack break down the full playbook for hiring HVAC and plumbing technicians—from sourcing to retention. They dive into the real-world challenges of technician recruitment and share the strategies they use to keep a steady pipeline of high-quality candidates. From building a branded hiring engine to managing seasonal swings, this episode delivers tactical advice and real SOPs that help home service businesses grow their field teams with intention.They cover why recruiting never stops, how to build a budget that supports year-round hiring, and why onboarding and retention matter just as much as the job offer. Whether you're scaling a team or trying to fix your hiring funnel, this episode is packed with practical frameworks and firsthand experience.