Service Excellence
Business Coaching for Home Services
It’s 9:00 p.m. A pipe bursts under a customer’s kitchen sink. They grab their phone and call your company. She grabbed her phone and searched for a plumber. Your company showed up first. …
I’ve met some remarkable business owners over the years. They built strong companies, earned their teams’ respect, and became the kind of leaders others wanted to follow. Most of them had …
An owner sent me his numbers this week. They were good. Gross margin was up. Net profit was real for the first time. The small disciplines he had been grinding away at for months were finally starting …
You quoted the job three weeks ago. It was a good call. Your tech ran the diagnostic, found the real issue, and presented the options the way he should. The homeowner looked at the numbers, nodded …
A lot of CSR training focuses on speed. Get the name, get the address, find the zip code, and get off the phone. That treats the incoming call like a data entry project. But to the person on the other …
You already know who it is. You’ve known for months. Maybe longer. He’s been with you since the early days. Back when the company was smaller, scrappier, and everything felt personal. He …
You did everything right. You hired the service manager. You added the second comfort advisor. You built a winning team. And here you are standing in the bay, telling a tech how you’d have …
You were driving across town when you saw it. A competitor’s truck, parked in a driveway you recognized. It took a second to place it… then it landed. That was one of yours. A good customer. …
It was the third week that the schedule had been underwater. Your remaining techs were running ten-hour days. Calls were getting pushed to next week. One customer left a review that used the word …
You told your family you’d take Friday off. You meant it this time. The board was light. The weather was mild. No big installs on the schedule. The kids had a day off school, and you’d …
It happens every single day. Your tech walks into a home, and before they even set their bag down, the homeowner says it: “So, I asked ChatGPT, and I’m pretty sure it’s just the …
Hard work is part of this industry. Early mornings. Late calls. Long days in the field. But over time, something becomes clear. Some people work hard and keep advancing. Others work just as hard… and …
You quoted the job three weeks ago. It was a good call. Your tech ran the diagnostic, found the real issue, and presented the options the way he should. The homeowner looked at the numbers, nodded …
Look around most service trucks in the morning. Coffee in the cup holder. Energy drink in the cooler. Fast food between calls. Sleep comes when the schedule allows. For many technicians, that routine …
I talked to an owner not long ago who told me something I’ve heard a hundred times…but this time it landed differently. He and his wife were sitting at the kitchen table after the kids were …
Monday morning. You’re already behind. There’s a callback from Friday that nobody told you about. Your CSR is out sick, and no one’s covering the phones the way you need. …
When I was 21 years old, I started working for my very first heating and air conditioning company professionally. Yes, I had grown up working in the trades, but this was the first time I had my name …
For a woman in the trades, you’ve earned a rare trifecta. You earned a plumbinglicense, you bought the business, and you operate it 24/7, 365. But what happens when things don’t go how you intended? …
That’s a hot headline right now. Why? Well, because it sounds surprising and enticing. The Wall Street Journal released an article on the topic. The Morning Brew reposted to their daily newsletter and …
In the home service industry, reaching $100 million in annual revenue has become a mark of success. We’ve seen several HVAC businesses do it, and I can think of at least one garage door company. …
How Small Conversations Build Big Customer Relationships When a home services company reaches out to a customer for feedback after a service is provided, this is referred to as a “happy call.” The …
With tears damming on the bottom of his eyelids, Elon Musk described his company, Tesla, as a child that needed food. “Creating a company is almost like having a child. So, how can you say your child …
restarter Podcast, where your host and Service Excellence founder, Todd Liles, interviews owners and managers in the home services industry about stories of radical transformation. Todd is joined …
Welcome to the Firestarter Podcast, where your host and Service Excellence founder, Todd Liles, interviews owners and managers in the home services industry about stories of radical transformation. In …
Todd breaks down one real problem owners face… and how to fix it.
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