Toolbox for the Trades

Paul Olsen, CEO, and Kyle Sattler, COO, of Koala Cooling (Round Rock, TX), share how their complementary leadership styles have driven their HVAC and plumbing business to impressive growth. From overhauling operational efficiencies to executing a strategic marketing approach with just a 3% spend, the duo has propelled Koala Cooling to exceed $3.3 million in annual revenue.Paul discusses the importance of operational checklists, while Kyle dives into brand-building strategies that connect with customers. Discover how their partnership inspires innovation and fosters a dynamic culture of success in the trades.Join us as we discuss:[7:32] Planting the seeds for a dynamic business partnership[11:21] “Never misses” and driving business efficiencies[16:21] A marketing focus on brand-building and SEO map packs[26:52] Resolving disagreements and the private equity questionCheck out these resources we mentioned during the podcast:Email Kyle at kyle@koalacooling.com for a copy of his marketing E-book or download it directly here.You can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

It’s possible that your company is performing well and is profitable, but a ceiling is preventing it from taking the next step. The evolution from a healthy business to one that’s thriving, bringing in eight figures in yearly revenue, can meet a lot of invisible barriers. Justin White joins us to discuss how to take the next step with your company. Since becoming CEO of K&D Landscaping in 2015, Justin has grown the business into a multi-million dollar company. He’s joined us to talk about the importance of adjusting and communicating your company’s vision, creating a robust leadership team, and how to avoid falling into slumps of growth. Join us as we discuss: [9:43] The importance of self-trust for company leaders[20:03] Why many companies stagnate in yearly revenue[27:31] How to communicate, cultivate, and modify your company’s vision [35:00] Finding and exploiting “unfair advantages” for your companyCheck out these resources we mentioned during the podcast:Disruptors CommunityYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Lincoln Walpole, Chief Business Officer atAny Hour Group, joins us to unpack the importance of KPI tracking in scaling operations and boosting profitability.He recounts his journey from helping run a $10 million service business to overseeing over 2,000 employees as part of a private equity group spanning 30 locations.Lincoln shares the key metrics that drive his business, from lead funnel efficiency to retention benchmarks, and explains how tracking KPIs daily can transform your service business.Join us as we discuss:[5:15] The top KPIs for tracking a service business’s success[14:51] Benchmarking your KPIs to maximize your gross profit margins [20:31] Why you should closely track your employee retention[26:37] Day-to-day efficiencies and managing big investmentsCheck out these resources we mentioned during the podcast:Any Hour Services (Orem, Utah)ServiceTitan Dispatch ProYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Earlier this fall, we recorded a ton of great conversations at Pantheon 2024, and we’re back with a pair of industry experts to extend another piece of the community present at Pantheon to our listeners.Aizik Zimerman, the CEO and owner of J. Blanton Plumbing, tells his story of how he bought a plumbing company with no experience in the industry and tripled the size of his business by cultivating a winning company culture. But that's not all! Joe Papa, the founder of TruVersity, gives advice to business owners who are unsure of how their company can use AI tools to help their business run more efficiently.Join us as we discuss: [6:49] The how and why of hiring internationally[17:52] How business leaders can cultivate a healthy, learning mindset[28:05] How AI can improve your employees' capabilities. [31:38] Smoothly introducing AI tools into your team's workflowCheck out these resources we mentioned during the podcast:ChatGPTYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here.Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Lacey Coleman truly has a talent for moving past negative experiences and turning adversities into opportunities.Beginning her career in the trades at an early age, she had to prove herself to her customers and colleagues.Now the CEO at Coastal Comfort Heating and Air Conditioning in Salisbury, MD, Lacey joined us to discuss her professional and entrepreneurial journey, how she defied gender stereotypes to create and scale her thriving HVAC business and foster a collaborative work culture where her team can grow and build a successful career.Join us as we discuss:[07:44] The biases that Lacey encountered and how she dealt with them[12:13] The importance of turning negative experiences into positive opportunities[21:13] How building a strong work culture can lead to successYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Alan O'Neill truly has what many would say is “the luck of the Irish.” Alan started his career in Dublin as an apprentice plumber and worked his way up in the trades. He then moved to America with his family and founded a plumbing service company with his mentor, which he later sold to private equity.He truly believes in building solid relationships and taking care of his team and that the trades have the power to positively impact lives.The consultant with The Wrench Group stops by to discuss his professional and entrepreneurial journey, the importance of loyalty, and some practical advice for business owners thinking of selling or partnering with private equity firms.Join us as we discuss:[7:13] Alan’s incredible testament to the American Dream[20:41] The importance of loyalty in a business[26:57] Why you should take control of your own destiny[38:05] Advice for business owners planning to sell or partner with private equity firmsCheck out these resources we mentioned during the podcast:The Wrench GroupServiceTitanYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Did you know the ServiceTitan Podcast network has other shows that can really help you not only grow your business but learn more about and use ServiceTitan even better?We've come out with additional shows to help folks all over your organization get the most out of your time working with us and our platforms.Today we have a guest episode from our sister show "Mastering ServiceTitan", designed to help the folks at your HQ learn to use the ServiceTitan platform better from day one.Originally Aired 8/20/2024ServiceTitan is a powerful tool, but just like any major piece of equipment in your shop, you have to know how to use it to get the most out of it.Lorenzo Plaath, a Certified ServiceTitan Coach with Go Time Success Group, brings his experience to the table to help new users who are implementing ServiceTitan.Lorenzo shares his top tips on how to take it from a new and unfamiliar system to something that changes the very fabric of your business year after year.Join us as we discuss:[6:39] Setting up a mock “go live” in ServiceTitan for your team  [19:00] The benefits of using both an implementation manager and a coach[31:10] Keeping your team happy during major transitionsYou can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

David and Natascha Manley, co-owners of ProLift Garage Doors in Amarillo, Texas, share their inspiring journey from retail careers to franchise ownership and how they have built philanthropy into the core of their business. Through their small business, the Manleys have made a substantial impact on their community by supporting organizations like Fill with Hope, which addresses food insecurity in local schools. Tune in to hear their practical tips on how they integrated giving back into business culture and how even small teams can make a big difference in their communities.Join us as we discuss:[4:34] How an entrepreneur coach helped the Manleys start a business[8:09] Business philanthropy and giving back to the community[20:11] Advice for contractors wanting to integrate giving into their cultureCheck out these resources we mentioned during the podcast:Titans for Change Prometheus AwardFill With HopeThe Entrepreneur’s Source - Amarillo Chamber of CommerceInnovaIf you’d like to help fight food insecurity in Texas schools, check out David and Natascha’s donation wishlist here. The Prometheus AwardYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Marcia Barnes feels the way companies have been buying marketing and the way agencies sell marketing is broken.She identified an opportunity to reorient this challenge by getting customers to look at the math before investing in marketing. With a solid data-driven foundation, people can see the results, know they’re growing profitably, and have the power of their marketing dollar back.The CEO and Founder of Valve+Meter Performance Marketing stops by to talk about her entrepreneurial journey, shares some great marketing tips, and highlights the importance of understanding your target audience and having a good website.Join us as we discuss:[04:28] The marketing activities of successful home service companies[07:47] Why having a good website is important[17:52] Three marketing KPIs to see the health of a businessCheck out these resources we mentioned during the podcast:Valve+Meter Performance MarketingHere We Grow: The Marketing Formula to 10x Your Business and Transform Your FutureServiceTitanYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Phillip Filaski believes leading by example is the key to being successful in sales. You need to be good at listening to prospects, ask the right questions, provide a consultative approach, and know how to handle objections professionally.He also believes in working hard, having a disciplined lifestyle, and having the right mindset that prepares you for success and enables you to bounce back from adversities.The Sales Supervisor at Lee’s Air stops by to talk about how he supports and coaches his team, his winning sales methodology, how he handles objections, and how he stays motivated when facing rejections.Join us as we discuss:[05:00] Phil’s secret to success in closing sales[13:13] How Phil trains his team and his sales methodology [23:16] The most common sales objections and how to handle themCheck out these resources we mentioned during the podcast:Lee’s AirServiceTitanYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Join us as we chat with some of the “Titans of the Trades” at Pantheon 2024!For companies in the trades to be successful and grow, it’s important to have good leadership in place that leads the charge. They need to lead by example, push themselves out of their comfort zones, and do things that are scary in order to scale their business.It starts by having the right mindset, having the right people, instilling a winning culture amongst team members, and getting everyone on board with your vision.Our guests stop by the ServiceTitan booth to chat with us about what keeps them coming back to Pantheon and how they help lead the charge in their businesses.Join us as we discuss:[3:46] A first-time presenter’s experience at Pantheon[12:32] Implementing ServiceTitan in recently acquired companies [25:12] Why personal growth is as important as scaling your business[33:57] Why you should always have an exit strategy for your companyConnect with our guests:James Perry Beyer, President at Beyer PlumbingKristy Druding, Director of IT Services & Operations at Ace Home ServicesMichelle Myers, Founder of Pink CallersGary Lightfoot, Owner of Copilot CoachingMike Agugliaro, CEO & Founder of FuDog Group LLCYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Hunter Ballew, the founder of Roofing.com, RoofCon, and the Revolt Mastermind Group, joins us to share his incredible journey from firefighter and US Marine to building a multi-million dollar business empire in the roofing industry.Hunter breaks down his 8-Figure Checklist, a step-by-step process for growing a successful company, and why leadership and culture are crucial for scaling any business.Whether you’re looking to build for legacy, exit, or cash flow, Hunter’s insights offer a roadmap for business owners aiming for long-term success.Join us as we discuss:[10:44] Hunter’s Eight-Figure Checklist for business success[20:29] Why you should be able to answer “What do you stand for?”[27:05] Profitability and overcoming the fear of numbers[24:57] Transparent recruiting and a training blueprintCheck out these resources we mentioned during the podcast:Reserve your tickets for RoofCon here (October 23 - 25, 2024)Make It Count: Ensuring When Life Expires Your Legacy Lives On by Hunter BallewClick Funnels16PersonalitiesKrutrYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here.Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Jeff Plant has built a successful career across different facets of the trades while working his way up to key managerial positions. It was here where he realized an untapped potential and opportunity to equip leaders and their teams with the necessary skills needed to grow.Identifying this opportunity motivated Jeff to get into coaching to help businesses implement procedures to build empowered teams.The team leader and trainer at Business Development Resources (BDR) stops by to talk about his professional journey, how he got into coaching, and shares some of the key components that leaders and their teams need to succeed.Join us as we discuss:[08:15] The five levels of successful leadership[13:05] Giving teams permission to make mistakes[22:54] The eight core connectorsCheck out these resources we mentioned during the podcast:Business Development ResourcesServiceTitanYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Nathan Shafer reached a point in his professional journey years ago where he knew that change was needed in order to grow. This change had to come through implementing new systems and processes and building up a team to help scale the business effectively.He also had to get out of the business to work on it, and this motivated him to go down the business coaching path.The owner of Shafer Heating and Cooling stops by to talk about how the barriers he had to overcome to grow his business, what new skills he had to master, and some of the core lessons he imparts to his coaching clients.Join us as we discuss:[04:03] When Nathan hit a breaking point and what he did to change things[07:36] Barriers that Nathan had to overcome to make changes[18:13] Core lessons that Nathan imparts to coaching clientsCheck out these resources we mentioned during the podcast:Shafer Heating and CoolingPhenomenal Business Coaching by Howard PartridgeServiceTitanYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

When it comes to building a legacy brand in the trades, Tucker Yarbrough truly believes that success comes through steady and consistent growth. This growth is achieved through the trust and collaboration between team members and the community built around the business.In his role, he endeavors to take the family business to new levels of growth, to experiment with new ways of building awareness in the market, and to get the team involved in scaling the business.The CFO at Yarbrough & Sons stops by to talk about how they kickstarted their marketing through social media, how they share success with the team, and how they implement what they learn to ensure consistent growth.Join us as we discuss:[11:06] How Yarbrough & Sons kickstarted their marketing on social media[21:14] How success is shared with the rest of the team[28:21] How Tucker and family implement what they learned to ensure consistent growthCheck out these resources we mentioned during the podcast:Yarbrough & SonsBlue Collar Broughs PodcastServiceTitanYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Zack Kays has a wealth of technical knowledge that enabled him to improve internal systems and processes within his organization. He also has extensive customer service experience, which allowed him to excel in his other role as an emergency call dispatcher.In this role, he must ensure that the relationship between the client and the technicians is seamless and that everything is treated with a sense of urgency. For things to run smoothly, open communication and crisis management skills are paramount.As the Software Administrator at Intelligent Design Air Conditioning, Plumbing, Solar, & Electric, Zack and his team deliver professional home services to homeowners in the Tucson area. He stops by to talk about how to prepare dispatchers for emergency calls, how he supports technicians, and why he feels it’s important to treat them like clients.Join us as we discuss:[8:22] Maintaining the technician and on-call dispatcher relationship[17:53] Preparing CSRs and dispatchers for emergency calls[24:47] Why techs should be treated like clientsCheck out these resources we mentioned during the podcast:Intelligent Design Air Conditioning, Plumbing, Solar, & ElectricMastering ServiceTitanServiceTitanYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here.Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Lydia Brewster works in her family business, but she’ll also be the first one to tell you that they don’t operate as a family, but rather as a team. This mindset has served her well and motivated her to come up with some unconventional yet extremely effective strategies for hiring and retaining some of the top technicians in the country.Her success lies in her very pragmatic and “no nonsense” approach to vetting qualified candidates and her unwavering commitment to help her team to continuously improve their skills through regular training.As the General Manager at Aqua Clear Water Systems, Lydia and her team work hard to deliver fresh, clean water to homeowners in Tennessee. She stops by to chat with us about her professional experience and how she interviews and onboards candidates for her company.Join us as we discuss:[4:56] The challenges of hiring the right people[8:40] Lydia’s successful interview process[29:04] The importance of having a good training and onboarding processCheck out these resources we mentioned during the podcast:Aqua Clear Water SystemsServiceTitanYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here.Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Customer satisfaction is typically a top priority for inbound service calls, but what about after the technician has left the premises?Chelle Allen, the owner of iconnectu, joins us to discuss the concept of “happy calls” — customer experience follow-ups made after a service is performed. Chelle explains how these calls not only offer gratitude but also collect valuable feedback to improve services.Tune in to hear how happy calls help identify minor issues like technician behavior, create opportunities for additional sales, and strengthen customer loyalty.Join us as we discuss:[3:33] The importance of following up on the little things[10:50] Following miscommunication crumbs[19:17] Eliminating in-house bias by outsourcing calls[29:21] Using “happy calls” for cross-promotional salesCheck out these resources we mentioned during the podcast:ServiceTitan Thank You Report GuideYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

CSRs are the frontline employees of most home service businesses. That’s why Ralph Johnson, VP of Client Solutions at CallPoint, believes that owner-operators should make a concerted effort to give them the tools they need to succeed. You’re already spending marketing dollars to bring in calls — shouldn’t you equip and train your people to handle them?Tune in as Ralph shares his thoughts on must-need tech in modern call centers, why you should incentivize your CSRs, and how to scale your CSR team with company growth. Join us as we discuss:[8:00] Implementing new tech for inbound calls[12:33] Training, tracking, and incentivizing CSRs[22:07] Scaling your call center with your company[27:28] Telltale signs of an underperforming call centerCheck out these resources we mentioned during the podcast:ServiceTitan Phones ProYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

In this episode of Toolbox for the Trades, we speak with Darrell Whiteaker and Lindsay Ramsey, the dynamic founders of Inception Plumbing in Kansas City, Missouri.Together, the couple explore the transformative journey of shifting from a reactive to a proactive business strategy and the power of crafting a "Vivid Vision" for their company’s future.Tune in to discover valuable insights on organizing your thoughts, setting clear objectives, and striking the perfect balance between managing daily operations and pursuing long-term visionary goals.Join us as we discuss:[10:40] The concept of “Vivid Vision”[26:43] Balancing day-to-day operations with a long-term vision[33:51] Challenges and dynamics of running a business as a coupleCheck out these resources we mentioned during the podcast:Inception Plumbing’s Vivid VisionThe E-Myth by Michael E. GerberVivid Vision by Cameron Herold The Infinite Game by Simon SinekFix This Next by Mike MichalowiczEOS rocksAudibleThe Second in Command by Cameron HeroldGet a Grip by Mike Paton and Gino WickmanYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here.Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.