Toolbox for the Trades

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

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

Adrian Fadini, Founder of TradesFormation, knows firsthand how challenging it can be to build a successful trades business. After starting as a plumber, he faced financial struggles that forced him to sell his family home. But instead of giving up, he used the experience to transform his approach — learning from experts, refining his business model, and ultimately selling his plumbing company in 2012 to become a coach. Now, through TradesFormation, Adrian coaches other trades professionals on how to avoid common pitfalls and build profitable, resilient businesses. He shares his journey from tradesman to business coach, why data-driven decision-making is essential, and how staying the course (without repeating mistakes) leads to long-term success.Join us as we discuss:[2:08] Why your willingness to evolve matters more than experience[15:02] Balancing empathy for your team with data-driven decisions [26:49] Quality questions you should be asking during every saleCheck out these resources we mentioned during the podcast:Register today for our inaugural World of Titans event in Sydney, Australia on Thursday-Friday, April 3-4, 2025!You can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

We’re heading to “the land down under” to chat with Scott and Vicky Irwin, co-owners of Network Plumbing in Sydney, Australia, about their nearly 40-year journey of building a thriving plumbing business.They discuss how they navigated the 2008 financial crisis, the importance of hiring the right people, and the unique challenges of working as a married couple in business. Scott and Vicky bring their signature humor and optimism as they break down the lessons learned from decades in the industry.Tune in to hear how Network Plumbing pivoted from commercial to residential work, why company culture and mindset matter, and how they keep things fun while running a successful business.Join us as we discuss:[2:54] Overcoming a financial crisis and the power of optimism[9:54] Why profit is secondary to the health of your company culture[16:29] The challenges that come with adding new residential servicesCheck out these resources we mentioned during the podcast:Register today for our inaugural World of Titans event in Sydney, Australia on Thursday-Friday, April 3-4, 2025!You can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

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

Continuous growth is a goal for many home service businesses, but it’s no easy feat. In this special episode recorded live at Pantheon, we welcome back Matt LaMartina, President and Owner of Tony LaMartina Plumbing in St. Louis. Matt returns to share the strategies that helped his company achieve rapid success, including growing 45% year over year.From overcoming cramped office space to opening new divisions like drain services, Matt dives into the practical and leadership lessons that made it possible. He discusses the importance of training across all roles, the power of delegation, and his approach to balancing innovation with core operational fundamentals.Tune in for a candid conversation packed with insights to help your trades business scale sustainably.Join us as we discuss:[2:35] Coaching partnerships and the importance of continuous learning[8:34] An update from the St. Louis apprenticeship legal battle[14:08] The importance of personal care and making space to decompressCheck out these resources we mentioned during the podcast:Check out our previous interview with Matt LaMartina here!Nexstar NetworkRegister now for Pantheon 2025 in Anaheim, CA here!You can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Chris Ramsay has seen it all — growing up in a successful family business, navigating exits, and starting anew in the trades. Now the Operations Manager at ICE Heating, Cooling, and Plumbing in Las Vegas, NV, Chris joins us on our Pantheon set to share his incredible journey, from sweeping floors in his teens to scaling a 40-employee company.Chris reveals the lessons learned from simplifying processes, adopting scalable technology, and prioritizing company culture to retain top talent. He also explains why he returned to ServiceTitan to grow his business sustainably and efficiently.Whether you’re in HVAC, plumbing, or another service trade, Chris’s insights will inspire you to rethink your processes and focus on scalable growth.Join us as we discuss:[1:50] Rocky exits and failed business partnerships[7:20] Implementing new tech stacks and preventing future hiccups[16:39] Game-changing software that’s driving efficiency  Check out these resources we mentioned during the podcast:ServiceTitanDispatch ProFacebook Torch NetworkFacebook ServiceTitan MastermindsRegister now for Pantheon 2025 in Anaheim, CA here!You can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Elliot Palmer, Chief Technology Officer at The Eco Plumbers out of Columbus, OH, brings a wealth of experience from retail to the trades. Elliot shares how data-driven decision-making is transforming the trades industry. From IT crisis management and reporting to fostering a transparent culture, he details actionable strategies that empower teams to optimize performance. Elliot also highlights the importance of preparation for emergencies and how similar metrics can drive success in both retail and trades. Don’t miss this insightful conversation — straight from the floor of Pantheon — with a tech leader driving growth in the service sector.Join us as we discuss:[2:33] Bringing skills from outside the service industry to the trades[9:47] Taking action on data trends and the importance of transparency [14:23] Why the service industry is ripe for IT job opportunitiesCheck out these resources we mentioned during the podcast:Register now for Pantheon 2025 in Anaheim, CA here!You can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Matt DiBara comes from a long line of professionals in the construction industry, taking over DiBara Masonry family business from his father.Matt identified a significant challenge a few years ago that he has turned into an opportunity with his new company The Contractor Consultants — find and retain qualified people for construction companies.He stopped by to discuss his professional and entrepreneurial journey and provided some expert tips on generating candidate demand, the hiring process, how to vet people quickly, and retaining the best talent.Join us as we discuss:[09:28] What inspired Matt to start The Contractor Consultants[12:43] Matt’s tips for hiring good and qualified people[20:49] Speed to lead - treating candidates like customers[28:37] The importance of talent retentionCheck out these resources we mentioned during the podcast:DiBara MasonryThe Contractor ConsultantsServiceTitanYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Jordan Martin worked with his father as a young boy and gradually joined the family’s landscaping business, North By Northwest Lawns, LLC.He eventually convinced his brother and sister to join the company as well, and they made some disruptive changes that enabled the business to experience phenomenal growth. Today, they’re one of the largest landscaping services in Austin, Texas.Jordan stopped by to discuss his professional and entrepreneurial journey, how they made the difficult yet highly profitable decision to focus on commercial work, and the importance of bringing a fresh vision of hope to families in need.Join us as we discuss:[06:29] The challenging decision to focus only on commercial work[13:34] The changes that the family had to make for the business to grow[21:28] Navigating family dynamics and charitable projectsCheck out these resources we mentioned during the podcast:North By Northwest Lawns, LLCServiceTitanYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Cris Dutelle is a fourth-generation plumber who grew up in the trades and went on to start his own plumbing business, Service Plumbing.When faced with incredible adversity, Cris’s perseverance and a visit to Pantheon completely changed everything for him and his business.Cris stopped by to discuss his professional and entrepreneurial journey, how he found a very lucrative niche, and the importance of continuous improvement and knowing when to ask for help.Join us as we discuss:[05:18] How Cris found his niche in the hospitals and medical gas space[11:08] How a major life event changed the way Cris viewed his business[14:29] How Pantheon helped change Cris’s perspective on work and lifeCheck out these resources we mentioned during the podcast:Service PlumbingServiceTitanYou 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, we dive into an inspiring conversation with Stephanie Allen, CEO of Airworks Solutions, a unique player in the trades. Stephanie takes us on her journey — from law school to leading a thriving family-run business that’s redefining plumbing and HVAC.You’ll learn how Airworks’ community-first mindset, flexible workplace culture, and mom-approved branding create a lasting impact in the industry. We also spotlight Airworks’ charitable ventures, including a remarkable collaboration with ServiceTitan’s Power the Nation program, proving that giving back is at the core of their success. This episode is a must-listen for anyone passionate about a positive culture, family, and making a difference.Join us as we discuss: [16:16] The story behind a family-run, Mom-approved brand[24:46] Why Airworks is in the people development business[27:57] The impact your business can have on community initiativesCheck out these resources we mentioned during the podcast:ChatGPTMasterclass on ChatGPTToolbox for the Trades Episode 87, featuring  Dan AntonelliServiceTitan’s Power the Nation4 Kids 2 KidsYou 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.

Dan Lizette, Director of Process Improvement at Mattioni Plumbing, Heating & Cooling in Downington, PA, joins us to share his strategies for scaling businesses in the trades. From rebuilding a call center team from scratch to implementing robust documentation and training systems, Dan offers actionable insights for business owners looking to optimize their operations. Learn how process improvement can drive growth, why documentation matters, and how to create career paths that motivate and retain top talent.Join us as we discuss:[8:07] Tackling the internal documentation process[18:05] Process improvements and creating a career development hierarchy[25:17] Call center KPIs and a performance bonus programCheck out these resources we mentioned during the podcast:Microsoft OneNoteTrainualYou 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.

Gilbert Ayala, President, and Victor Ayala, GM, of Five or Free Electrical Services in Sacramento, CA, join us to share their inspirational journey of transformation and perseverance.With roots in chimney sweeping and window cleaning, the Ayala brothers built a thriving electrical business dedicated to helping others. They discuss the challenges of overcoming a tumultuous upbringing, their entrepreneurial spirit, and their commitment to giving second chances to those rebuilding their lives.Tune in to hear how family, faith, and a passion for the trades can lead to remarkable growth — both personally and professionally.Join us as we discuss:[3:39] How customer reviews impacted a service business’s branding[10:20] Breaking into the trades and redemption stories[18:52] Supporting company team members’ self-improvement[24:40] Why everyone deserves a second chanceYou 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.

HVAC techs, how many times have you serviced an outdated unit with no manual to be found — anywhere? Bluon is changing that.Peter Capuciati, CEO of Bluon, shares how his company built the world’s largest HVAC database to provide technicians with the technical data and support they need. From wiring diagrams to troubleshooting tips, Bluon’s platform saves time, reduces frustration, and empowers techs in the field.Discover the story behind how Bluon’s data-driven approach has transformed the HVAC service industry by helping professionals work smarter, not harder.Join us as we discuss:[2:36] How Bluon realized the need for their HVAC diagnostic platform [9:46] Getting your team on board during serious change management[20:07] Building and supporting a massive software databaseYou 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.

Ring in the New Year with a crossover from one of our other fantastic shows, Pest in Class.Hosted by Amanda Salvatore, even if your day to day doesn't involve squashing bugs, there's tons to be learned about running a service business from these interview.We'll be back next week with brand new chats for 2025 with business owners from across the industry, and thanks for spending a great 2024 with us.Originally Aired 12/3/2024:Aaron Curtis, CXO of Alta Pest Control, has helped propel the company to remarkable growth by centering on customer experience (CX) and fostering a strong, unified company culture. Aaron discusses Alta’s mission to create a “better experience by becoming better people” and explains how customer retention is directly influenced by employee engagement. Whether you're looking to improve customer service or inspire company-wide accountability, Aaron shares actionable steps to make CX a driving force in your business.Join us as we discuss:[8:00] Creating value by elevating the customer experience[15:08] Why customer satisfaction is everyone’s job[20:53] The symbiotic relationship between customer and employee retention[31:21] Relieving customer friction through notification updatesCheck out these resources we mentioned during the podcast:Top 6 Automation Hacks to Get Your Time BackYou can find this interview and many more by subscribing to Pest in Class on Apple Podcasts, on Spotify, or here. Listening on a desktop & can’t see the links? Just search for Pest in Class in your favorite podcast player.Hosted by Ausha. See ausha.co/privacy-policy for more information.

Happy Holidays from all of us at the ServiceTitan Podcast Network. We've been planning quite a 2025 for you, dear listener, and as part of that we want to make sure you know about the other great resources and shows we have for your service business. This episode is hand selected to make for a great learning experience, especially if you work with commercial accounts.Originally aired 11/21/2024 and recorded LIVE at Pantheon 2024:In this episode of Mastering ServiceTitan, we’re joined by Kyle Urquhart, Director of Account Management at Pierce Property Services. Kyle explains how they've leveraged ServiceTitan to fuel success in the building envelope maintenance industry. He also reveals how his company transformed its operations by creating a dedicated account management department, restructuring service agreements for maximum efficiency, and empowering technicians with the ServiceTitan mobile app. Whether you're looking to streamline your processes or get inspired by cutting-edge strategies, this conversation is packed with actionable insights to help you elevate your service business with ServiceTitan.Join us as we discuss: [3:44] How to structure ServiceTitan for account management[19:57] Using ServiceTitan to stand out among competitors[26:17] Getting into ServiceTitanBetas for early access to new featuresCheck out these resources we mentioned during the podcast:ServiceTitan Beta WaitlistYou 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.

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.