Michael Katz (https://www.linkedin.com/in/michael-katz-20b751109/), Owner of Trio Heating & Air (https://trioheatingandair.com/), joins us once again to share how he scaled his business to $5 million and beyond by implementing smart KPIs, creating role-specific incentives, and fostering a culture built on transparency and quality. Michael breaks down how he aligns teams – from CSRs to installers – with clear expectations, daily accountability, and thoughtful rewards that prioritize both speed and quality. If you're ready to tighten your processes and drive sustainable growth, this episode offers actionable insights and a proven playbook for success. Join us as we discuss:   [1:13] Call center KPIs, answering speed, conversion rate, and spiffs [15:04] Service technician KPIs, memberships, presenting options, and repair vs. replace [21:10] Installer KPIs, revenue, speed vs. quality, and incentive structures [25:37] Why giving away the playbook helps the entire industry grow Check out these resources we mentioned during the podcast: ChatGPT (https://chatgpt.com/) You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts (https://podcasts.apple.com/us/podcast/mastering-servicetitan/id1756584904), on Spotify (https://open.spotify.com/show/20Ixfbny473CVB2PizMIir?si=e148f7ac2b7d4c02), or here.  Know a business that could use a bit of muscle from ServiceTitan? Refer them here! (https://www.servicetitan.com/referrals) 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.

Growing a home service business past $1 million requires more than just hard work — it takes focus, consistency, and the right systems. In this episode, Michael Katz (https://www.linkedin.com/in/michael-katz-20b751109/), Co-owner of Trio Heating & Air (https://trioheatingandair.com/), shares how he and his brother scaled from $300K to nearly $10 million in under two years. Michael breaks down the biggest mistakes that keep businesses stuck, why customer service and reviews are your lifeline early on, and how to avoid the trap of reinventing the wheel. Plus, he reveals the key ServiceTitan features that every growing business should master first. Join us as we discuss:  [6:01] Why focus and picking one lane is crucial early on [12:10] The power of reviews and how to get them consistently [21:10] ServiceTitan foundations — what to prioritize Check out these resources we mentioned during the podcast: Canva (https://www.canva.com/) Mastering ServiceTitan: Pricebook Pro and More (https://www.servicetitan.com/podcasts/mastering-servicetitan/james-beyer-interview) Mastering ServiceTitan: Boost Your Call Booking Rate (https://www.servicetitan.com/podcasts/mastering-servicetitan/brittany-burgess-interview) Mastering ServiceTitan: ServiceTitan Reporting (https://www.servicetitan.com/podcasts/mastering-servicetitan/adam-cronenberg-interview) Home Service Millionaire by Tommy Mello (https://www.amazon.com/Home-Service-Millionaire-Million-Business/dp/1732452105) You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts (https://podcasts.apple.com/us/podcast/mastering-servicetitan/id1756584904), on Spotify (https://open.spotify.com/show/20Ixfbny473CVB2PizMIir?si=e148f7ac2b7d4c02), or here.  Know a business that could use a bit of muscle from ServiceTitan? Refer them here! (https://www.servicetitan.com/referrals) 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.

ServiceTitan Projects is crucial for organizing complex, multi-trade operations, and Channing Morrison (https://www.facebook.com/channing.morrison), Residential HVAC Project Manager at Barron HVAC, Plumbing, Electrical & Solar (https://www.barronheating.com/), has become a big proponent of the tool. In this episode, Channing explains how Projects keep large installations on track by coordinating multiple trades, simplifying customer communications, and creating visibility for all team members. He also shares how new features like project templates and Gantt charts are transforming their workflow and speeding up job completion. Join us as we discuss:  [1:08] How ServiceTitan Projects helps track jobs in multi-trade operations [6:50] Coordinating tasks between different departments and customization [13:40] A sneak peek at early access features — Projects Templates and Groups Check out these resources we mentioned during the podcast: Customer Resource Hub (https://www.servicetitan.com/customer-resource-hub) ServiceTitan Certified User Program (https://www.servicetitan.com/certified) Project Groups Early Access Form (https://docs.google.com/forms/d/e/1FAIpQLSdqo3HEj5EQlZPVHt2rODBF49jM1mXGBfGsuPzbkx1DtoZhhQ/viewform?usp=sf_link) Project Templates Early Access Form (https://forms.gle/dwnDYZJYrCDnwe3e6) You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts (https://podcasts.apple.com/us/podcast/mastering-servicetitan/id1756584904), on Spotify (https://open.spotify.com/show/20Ixfbny473CVB2PizMIir?si=e148f7ac2b7d4c02), or here.  Know a business that could use a bit of muscle from ServiceTitan? Refer them here! (https://www.servicetitan.com/referrals) 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.

Sales Pro adoption doesn’t have to be a battle. Just ask Rebekah Hatcher (https://www.linkedin.com/in/rebekah-hatcher-06a09933/), Operations Manager at Aire Serv of Aggieland (https://www.aireserv.com/aggieland/) in College Station, Texas. In this episode, Rebekah shares how her team went from resistance to full buy-in on Sales Pro by emphasizing coaching over surveillance. She explains how Sales Pro lets them scale technician development without overloading the service manager and reveals how even the loudest skeptics turned into Sales Pro champions. You’ll hear how her team uses call recordings for coaching, what they learned from implementing FleetPro first, and how to frame new tools as opportunities, not punishments. Join us as we discuss:  [4:49] How Sales Pro helps techs overcome customer objections [8:36] Getting buy-in from your team when adopting Sales Pro [15:11] Balancing the wins with coaching opportunities and early challenges [26:08] Aire Serv’s “10 step” process for addressing relevant issues using Sales Pro Check out these resources we mentioned during the podcast: Sales Pro (https://www.servicetitan.com/features/pro/sales) You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts (https://podcasts.apple.com/us/podcast/mastering-servicetitan/id1756584904), on Spotify (https://open.spotify.com/show/20Ixfbny473CVB2PizMIir?si=e148f7ac2b7d4c02), or here.  Know a business that could use a bit of muscle from ServiceTitan? Refer them here! (https://www.servicetitan.com/referrals) 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.

Keeping your ServiceTitan data clean is the foundation of efficient business operations, yet many contractors unknowingly sabotage their success with poor data management. Pam Duffy (https://www.linkedin.com/in/thisispamduffy/), Founder and COO of Powerhouse Consulting Group (https://mypowerhouse.group/), joins us to talk about the critical role of clean data in reporting, workflows, and business efficiency. Pam shares real-world horror stories of contractors losing millions due to bad data practices and provides actionable strategies for ensuring ServiceTitan remains a reliable source of truth. Learn how to set up your account properly from the start, prevent duplicate jobs, and maintain long-term data accuracy. Join us as we discuss:   [1:06] How poor data management in ServiceTitan can cost your business [10:28] Maintaining clean data when implementing new processes into your workflow [24:16] First steps you should take to clean up your ServiceTitan data You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts (https://podcasts.apple.com/us/podcast/mastering-servicetitan/id1756584904), on Spotify (https://open.spotify.com/show/20Ixfbny473CVB2PizMIir?si=e148f7ac2b7d4c02), or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here! (https://www.servicetitan.com/referrals) 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.

Managing payroll in the trades can be a nightmare — especially when handling commissions, bonuses, and multi-department structures. In this episode, Chelsea Myers (https://www.linkedin.com/in/chelsea-myers-b024971a2/), HVAC Service Manager at Above & Beyond (https://www.pinkvantechs.com/) in Oklahoma City, shares how they transitioned from manually tracking payroll on printed timesheets to leveraging ServiceTitan’s Configurable Payroll for efficiency, transparency, and trust-building. Join us as we discuss:   [00:59] Getting the most out of the core ServiceTitan payroll features [8:21] The key benefits of Configurable Payroll and getting started [18:40] Shifting tech incentivization to include forward-thinking KPIs Check out these resources we mentioned during the podcast: ServiceTitan Core Payroll Features (https://www.servicetitan.com/features/contractor-payroll-software?bt=694558260157&_bk=&_bm=&_bn=g&_bg=160648125976&utm_medium=cpc&utm_source=google&utm_campaign=servicetitan_ga_br_general_dsa_ao_roas&utm_content=21117263277%7C160648125976%7C694558260157&utm_term=dsa-363486564706&keyword=&matchtype=&_bn=g&_bt=694558260157&gad_source=1&gclid=Cj0KCQjws-S-BhD2ARIsALssG0ZrlTJQMSyMEmZ6y9M6Ei9fOhxwfZTiyOj78WYfcra6YX3pODTDZdsaAirsEALw_wcB) Configurable Payroll (https://help.servicetitan.com/how-to/config-pay-overview) You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts (https://podcasts.apple.com/us/podcast/mastering-servicetitan/id1756584904), on Spotify (https://open.spotify.com/show/20Ixfbny473CVB2PizMIir?si=e148f7ac2b7d4c02), or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here! (https://www.servicetitan.com/referrals) 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.

If you’re not fully leveraging ServiceTitan’s mobile features, you may be leaving efficiency on the table. Jeremy Lewis (https://www.linkedin.com/in/jeremy-lewis-67286231/), President at Gleason Heating, Plumbing, Air and Electric (https://www.callgleason.com/) in the Greater Chicago area, shares how his team uses the Content Portal to streamline communications, ensure technicians always have the latest documents at their fingertips, and keep promotions organized. Jeremy also breaks down how to structure estimates effectively, why copying estimates is a game-changer, and how to train techs on presenting financing to customers with ease. If you’re looking to optimize your team’s mobile workflow and improve customer presentations, this episode is packed with actionable insights. Join us as we discuss:   [1:02] The benefits of using the Content Portal in the ServiceTitan mobile app [6:34] Strategies for techs presenting payment options to customers [11:28] Shifting your techs from a “sales” mindset to one of “offering solutions” [20:23] Building estimates using Pricebook Pro’s Smart Recommendations Check out these resources we mentioned during the podcast: ServiceTitan Content Portal (https://help.servicetitan.com/how-to/content-portal) Pricebook Pro (https://www.servicetitan.com/features/pro/pricebook) You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts (https://podcasts.apple.com/us/podcast/mastering-servicetitan/id1756584904), on Spotify (https://open.spotify.com/show/20Ixfbny473CVB2PizMIir?si=e148f7ac2b7d4c02), or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here! (https://www.servicetitan.com/referrals) 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.

What’s coming for the trades in 2025? In this forward-looking episode, two leaders from ServiceTitan — Chris Hunter (https://www.linkedin.com/in/hunterhvac/), Principal Industry Advisor, and Deanna Kawasaki (https://www.linkedin.com/in/deanna-kawasaki/), Senior Director of Titan Intelligence — break down the major trends shaping the industry and how the trades can not only survive but thrive. From the intensifying skilled labor shortage to the fast-moving rise of AI, they share insider perspectives on how Titan Intelligence is being embedded across the platform to help businesses scale efficiently, even when hiring slows. You’ll hear what sets top-performing shops apart, why trade-specific AI makes all the difference, and how to future-proof your operations with the right tech, leadership, and strategy. Join us as we discuss:   [1:08] Two major industry trends to look out for in 2025 [11:45] How AI will streamline office work and empower technicians [22:55] What you need to grow without being the expert in everything Check out these resources we mentioned during the podcast: Alyssa Rogers Episode (https://www.servicetitan.com/podcasts/alyssa-rogers-interview)  ServiceTitan Certified User Program (https://www.servicetitan.com/certified) ServiceTitan Pantheon 2025 (https://pantheon.servicetitan.com/event/2025/home) Leadership books by John Maxwell (https://www.amazon.com/stores/John-C.-Maxwell/author/B001H6NROC?ccs_id=f9d5e8c4-4ba6-4ff9-83bb-32204c3267da) Go Time Success Group (https://gotimesuccessgroup.com/) Adaptive Capacity in ServiceTitan (https://help.servicetitan.com/how-to/adaptive-capacity-overview) You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts (https://podcasts.apple.com/us/podcast/mastering-servicetitan/id1756584904), on Spotify (https://open.spotify.com/show/20Ixfbny473CVB2PizMIir?si=e148f7ac2b7d4c02), or here.  Know a business that could use a bit of muscle from ServiceTitan? Refer them here! (https://www.servicetitan.com/referrals) 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.

In this episode, we sit down with Joseph Gee (https://www.linkedin.com/in/joseph-gee-a4725759/), Owner at Gee Heating & Air (https://geehvac.com/), to uncover the strategies behind his company’s rapid growth. Joseph shares how he streamlines HVAC sales and installations with ServiceTitan, highlighting the power of speed, efficiency, and automation in a competitive market. From using tags, alerts, forms, and Zapier (Zaps) for real-time visibility to optimizing communication and inventory management, Joseph breaks down the systems that keep his team ahead. Tune in for actionable strategies to elevate your service company and boost efficiency. Join us as we discuss:   [4:51] How to use tags for better sales management [14:46] Setting up alerts to keep everyone informed [28:24] The BASIC system for efficiency and simplicity Check out these resources we mentioned during the podcast: ServiceTitan Alerts (https://help.servicetitan.com/how-to/alerts) ServiceTitan Tags (https://help.servicetitan.com/how-to/add-tag-types) ServiceTitan Triggers (https://help.servicetitan.com/how-to/set-form-triggers) Zapier (https://zapier.com/apps/servicetitan/integrations) You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts (https://podcasts.apple.com/us/podcast/mastering-servicetitan/id1756584904), on Spotify (https://open.spotify.com/show/20Ixfbny473CVB2PizMIir?si=e148f7ac2b7d4c02), or here.  Know a business that could use a bit of muscle from ServiceTitan? Refer them here! (https://www.servicetitan.com/referrals) 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.

The trades industry is evolving, and so is the way businesses handle customer interactions. Contact Center Pro is the latest innovation from ServiceTitan, designed to help businesses streamline communication, consolidate multiple instances, and integrate AI-driven call management. David Hoffman (https://www.linkedin.com/in/dhoffman80/), Senior Director of Product Management at ServiceTitan (https://www.servicetitan.com/), walks us through how Contact Center Pro simplifies operations by merging phone calls, SMS, chat, and AI-driven virtual agents into one seamless platform. From multi-tenant support to AI-powered customer service, David shares how this new tool is transforming call centers for businesses of all sizes. Join us as we discuss:   [3:10] How Contact Center Pro will help call centers consolidate their comm flows [8:48] An exciting new Virtual Agent tool to help free up your CSRs [14:31] What KPIs businesses can expect to improve with Contact Center Pro Check out these resources we mentioned during the podcast: Contact Center Pro (https://www.servicetitan.com/features/pro/contact-center/?UTM_medium=earned&utm_source=podcast) Contact Center Pro’s Universal Inbox Features (https://www.servicetitan.com/features/pro/contact-center/universal-inbox) Contact Center Pro’s Manager Assist (https://www.servicetitan.com/features/pro/contact-center/manager-assist) You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts (https://podcasts.apple.com/us/podcast/mastering-servicetitan/id1756584904), on Spotify (https://open.spotify.com/show/20Ixfbny473CVB2PizMIir?si=e148f7ac2b7d4c02), or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here! (https://www.servicetitan.com/referrals) 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.