In this episode of Power Women of the Trades, hosts Cassie Pound and Heather Bargender-Wavra welcome back Kathy Nielsen, better known as the “Chicken Lady,” to discuss her journey as a woman in the trades and her powerful role influencing innovation in the home service industry. Kathy shares her unconventional path from hunting and shooting manufacturing to becoming a leading consultant for ServiceTitan, Housecall Pro, and other software solutions for HVAC, plumbing, and home services. Her practical, real-world experience—as a CSR, office manager, GM, and now business owner—fuels her mission to help service companies grow, adapt, and operate at their best.

The conversation dives into the realities of building resilient businesses, highlighting the necessity for documented processes, team empowerment, and what Kathy calls her “hit by a truck” theory—making sure no one employee is a single point of failure. Cassie, Heather, and Kathy also examine the importance of leadership transparency, sharing knowledge without fear, and creating scalable systems so companies can thrive and employees can step into their true strengths. Kathy outlines her approach to training, why having an avatar for every position matters, and how her mantra “consistency builds accuracy” makes a tangible difference in any service-based business.

Listeners get an inside look at best practices around CSR boot camps, membership management, onboarding processes, and the challenges of software implementation. Kathy’s tips for building your best “flock,” the value of maintaining work-life balance, and personal stories about overcoming obstacles round out this insightful, relatable conversation meant to inspire and empower women (and men) in the skilled trades.

Time Stamps:

04:25 - Climbing the Corporate Ladder
08:59 - Empowerment Through Leadership Transparency
11:09 - Coping with Loss and Reality
13:07 - Emergency Succession Planning
17:12 - Conflicting Reports Cause Frustration
19:46 - Seeking Experienced Team Member
24:21 - Scalable Processes Essential for Growth
29:03 - "Get Help with Service Software"
29:55 - Podcast: Power Women of Trades

Meet Your Hosts:
Cassie Pound is the co-owner of Quality Heating, Cooling & Plumbing in Tulsa, Oklahoma. Connect with her on LinkedIn. ⁠https://www.linkedin.com/in/cassiepound/⁠
Heather Bargender-Wavra has a broad expertise in the construction sector, focusing on specialized accounting and strategic business areas like HVAC, plumbing, and electrical systems. Reach out to her to see how she can support your business's growth and efficiency. Connect with Heather on LinkedIn ⁠https://www.linkedin.com/in/heather-bargender-16787a13/⁠

Special thanks to our sponsors for making the show possible:
Relentless Digital ⁠https://www.relentless-digital.com⁠
Kee Hart Marketing ⁠https://keehartmarketing.com⁠
Forrest Perry Marketing ⁠https://perrymarketing.com⁠
Rilla www.Rilla.com

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This episode was produced and brought to you by the Skilled Trades Syndicate @ServiceBusinessMasteryPodcast ⁠https://www.servicebusinessmastery.com/⁠