Lydia Brewster (https://www.linkedin.com/in/lydia-brewster-79728b146/) 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 (https://aquaclearws.com/), 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 process Check out these resources we mentioned during the podcast: Aqua Clear Water Systems (https://aquaclearws.com/) ServiceTitan (https://www.servicetitan.com/?utm_campaign=toolboxforthetrades&utm_source=shownotes&utm_medium=podcast&utm_content=e190) You can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts (https://podcasts.apple.com/us/podcast/toolbox-for-the-trades/id1503078938), on Spotify (https://open.spotify.com/show/76wMZ1SJV4OAql9HzbnQ87?si=85dc59f7c6e244b2), or here (https://www.servicetitan.com/podcast). Know a business that could use a bit of muscle from ServiceTitan? Refer them here! (https://www.servicetitan.com/referrals) Register for Pantheon 2025 - see you in Anaheim! (https://pantheon.servicetitan.com/E1qa8V?rt=VaEbMI8SokmIjX6QgMESMQ&RefId=Podcast) Prometheus Award Nominations (https://www.servicetitan.com/company/titans-for-change?UTM_medium=earned&utm_source=podcast) Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player. Hosted on 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 (https://www.linkedin.com/in/chelleallen/), the owner of iconnectu (https://iconnectu.info/), 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 sales Check out these resources we mentioned during the podcast: ServiceTitan Thank You Report Guide (https://help.servicetitan.com/how-to/thank-you) You can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts (https://podcasts.apple.com/us/podcast/toolbox-for-the-trades/id1503078938), on Spotify (https://open.spotify.com/show/76wMZ1SJV4OAql9HzbnQ87?si=85dc59f7c6e244b2), or here (https://www.servicetitan.com/podcast).  Know a business that could use a bit of muscle from ServiceTitan? Refer them here! (https://www.servicetitan.com/referrals) Register for Pantheon 2025 - see you in Anaheim! (https://pantheon.servicetitan.com/E1qa8V?rt=VaEbMI8SokmIjX6QgMESMQ&RefId=Podcast) Prometheus Award Nominations (https://www.servicetitan.com/company/titans-for-change?UTM_medium=earned&utm_source=podcast) Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player. Hosted on Ausha. See ausha.co/privacy-policy for more information.

CSRs are the frontline employees of most home service businesses. That’s why Ralph Johnson (https://www.linkedin.com/in/ralph-johnson-8900a058/), VP of Client Solutions at CallPoint (https://callpointusa.com/), 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 center Check out these resources we mentioned during the podcast: ServiceTitan Phones Pro (https://www.servicetitan.com/features/pro/phones?utm_campaign=toolboxforthetrades&utm_source=shownotes&utm_medium=podcast&utm_content=e188) You can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts (https://podcasts.apple.com/us/podcast/toolbox-for-the-trades/id1503078938), on Spotify (https://open.spotify.com/show/76wMZ1SJV4OAql9HzbnQ87?si=85dc59f7c6e244b2), or here (https://www.servicetitan.com/podcast).  Know a business that could use a bit of muscle from ServiceTitan? Refer them here! (https://www.servicetitan.com/referrals) Register for Pantheon 2025 - see you in Anaheim! (https://pantheon.servicetitan.com/E1qa8V?rt=VaEbMI8SokmIjX6QgMESMQ&RefId=Podcast) Prometheus Award Nominations (https://www.servicetitan.com/company/titans-for-change?UTM_medium=earned&utm_source=podcast) Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player. Hosted on Ausha. See ausha.co/privacy-policy for more information.

In this episode of Toolbox for the Trades, we speak with Darrell Whiteaker (https://www.linkedin.com/in/darrell-whiteaker/) and Lindsay Ramsey, the dynamic founders of Inception Plumbing (https://inceptionplumbing.com/) 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 Vision (https://inceptionplumbing.com/vivid-vision/)The E-Myth (https://www.amazon.com/Myth-Revisited-Small-Businesses-About/dp/0887307280/) by Michael E. GerberVivid Vision (https://www.amazon.com/Vivid-Vision-Remarkable-Aligning-Business/dp/1544508123/) by Cameron Herold The Infinite Game (https://www.amazon.com/Infinite-Game-Simon-Sinek/dp/0241385636) by Simon SinekFix This Next (https://www.amazon.com/Fix-This-Next-Change-Business/dp/0593084411/) by Mike MichalowiczEOS rocks (https://www.eosworldwide.com/blog/tips-writing-smart-rocks)Audible (https://www.audible.com/)The Second in Command (https://www.amazon.com/Second-Command-Unleash-Power-Your/dp/1544537603/) by Cameron HeroldGet a Grip (https://www.amazon.com/Get-Grip-Everything-Entrepreneurial-Business/dp/1939529824) by Mike Paton and Gino WickmanYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts (https://podcasts.apple.com/us/podcast/toolbox-for-the-trades/id1503078938), on Spotify (https://open.spotify.com/show/76wMZ1SJV4OAql9HzbnQ87?si=85dc59f7c6e244b2), or here (https://www.servicetitan.com/podcast).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 Toolbox for the Trades in your favorite podcast player. Hosted on Ausha. See ausha.co/privacy-policy for more information.

Sebastian Jimenez (https://www.linkedin.com/in/sebastian-jimenez-690149149/) started out as a stand-up comedian. This experience armed him with the resilience and unconventional thinking that helped him co-found a startup company that is now at the forefront of the trades. Much of this success can be attributed to technology and artificial intelligence that enables companies to analyze data faster and better than ever before. As the Founder & CEO at Rilla (https://www.rilla.com/), Sebastian and his team are on a mission to help companies in the trades coach their sales reps with virtual ridealongs to increase their sales. He stops by to talk to us about his entrepreneurial journey, what prompted him to start his own business, and why he believes AI will positively disrupt the trades. Join us as we discuss: [05:58] The correlation between stand-up comedy and tech products [11:58] The market opportunities Sebastian saw that inspired him to co-found Rilla [28:57] How AI is creating opportunities for companies in the trades Check out these resources we mentioned during the podcast: Rilla (https://www.rilla.com/) Rilla Reports (http://rilla.com/reports) NVIDIA (https://www.nvidia.com/en-us/) ServiceTitan (https://www.servicetitan.com/?utm_campaign=toolboxforthetrades&utm_source=shownotes&utm_medium=podcast&utm_content=e186) You can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts (https://podcasts.apple.com/us/podcast/toolbox-for-the-trades/id1503078938), on Spotify (https://open.spotify.com/show/76wMZ1SJV4OAql9HzbnQ87?si=85dc59f7c6e244b2), or here (https://www.servicetitan.com/podcast). Know a business that could use a bit of muscle from ServiceTitan? Refer them here! (https://www.servicetitan.com/referrals) Register for Pantheon 2025 - see you in Anaheim! (https://pantheon.servicetitan.com/E1qa8V?rt=VaEbMI8SokmIjX6QgMESMQ&RefId=Podcast) Prometheus Award Nominations (https://www.servicetitan.com/company/titans-for-change?UTM_medium=earned&utm_source=podcast) Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player. Hosted on Ausha. See ausha.co/privacy-policy for more information.

Hey Toolbox listeners, today we're adding a bonus episode to your feed from our newest show on the ServiceTitan Podcast Network — Mastering ServiceTitan. This new show airs on Thursdays and we're bringing it to you here to put more great information about running your business in your ears. In this episode of Mastering Service Titan, we talk with Steve Cossette (https://www.linkedin.com/in/steve-cossette-51340227/?locale=en_US), the Head of IT at NICE Home Services (https://www.linkedin.com/company/nice-home-services/) and a prominent figure in the ServiceTitan Masterminds Facebook group.  Dive into the nitty-gritty of inventory management as Steve explains why he’s passionate about the topic and the critical role it plays in business operations. Learn how proper inventory management can lead to a better knowledge of your business and, ultimately, a more profitable one.  Steve provides practical tips for both small and large companies, emphasizing the importance of tracking materials and the human factor in inventory management. Whether you’re a seasoned ServiceTitan user or just getting started, this episode offers valuable insights into enhancing your business efficiency.  Join us as we discuss:   [1:48] What exactly is inventory management? [10:22] Why inventory counts are like haircuts [23:34] If it’s not 100% accurate, what’s the point? Check out these resources we mentioned during the podcast: My HVAC Tools (https://www.myhvactools.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 our website, or search for Mastering ServiceTitan in your favorite podcast player. Register for Pantheon 2025 - see you in Anaheim! (https://pantheon.servicetitan.com/E1qa8V?rt=VaEbMI8SokmIjX6QgMESMQ&RefId=Podcast) Prometheus Award Nominations (https://www.servicetitan.com/company/titans-for-change?UTM_medium=earned&utm_source=podcast) Hosted on Ausha. See ausha.co/privacy-policy for more information.

Ellen Rohr (https://www.linkedin.com/in/ellen-rohr-5052101/) is definitely not your typical financial planner. Besides presenting on stage at industry events like Pantheon, she has another incredible superpower that she loves to share with everyone in the trades: the power of networking with intent. Her success in networking lies in her ability to build relationships with people, her aptitude for making meaningful connections, and her strategic approach to getting the most out of conferences. As the Brand & Marketing Industry Lead at ServiceTitan (https://www.servicetitan.com/), Ellen and her team are on a mission to help people in the trades to connect, be inspired, and learn from each other. To prepare for ServiceTitan’s annual conference, Pantheon, she stops by to chat with us about her secrets to networking success and to discuss the importance of asking good questions. Ellen also shares some best practices for Pantheon and explains why you need a follow-up plan once your time at the event ends. Join us as we discuss: [12:32] Why it’s important to bring your team to a conference like Pantheon [22:16] The secrets to networking success at a Pantheon [38:05] How to successfully implement what you’ve learned at conferences Check out these resources we mentioned during the podcast: Zoom Drain (https://www.zoomdrain.com/) Pantheon 2024 (https://pantheon.servicetitan.com/event/8149467f-2239-4516-9759-c02d3a1fde87/summary) ServiceTitan (https://www.servicetitan.com/?utm_campaign=toolboxforthetrades&utm_source=shownotes&utm_medium=podcast&utm_content=e185) You can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts (https://podcasts.apple.com/us/podcast/toolbox-for-the-trades/id1503078938), on Spotify (https://open.spotify.com/show/76wMZ1SJV4OAql9HzbnQ87?si=85dc59f7c6e244b2), or here (https://www.servicetitan.com/podcast). Know a business that could use a bit of muscle from ServiceTitan? Refer them here! (https://www.servicetitan.com/referrals) Register for Pantheon 2025 - see you in Anaheim! (https://pantheon.servicetitan.com/E1qa8V?rt=VaEbMI8SokmIjX6QgMESMQ&RefId=Podcast) Prometheus Award Nominations (https://www.servicetitan.com/company/titans-for-change?UTM_medium=earned&utm_source=podcast) Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player. Hosted on Ausha. See ausha.co/privacy-policy for more information.

Brian Ruffner (https://www.linkedin.com/in/brianruffner/) and Charlie Warren (https://www.linkedin.com/in/chwarren/) are on a mission to help companies in the trades realize their full potential and scale effectively. They do this through a combination of systems, processes, technology, and the right talent. They believe success boils down to having a growth mindset and the right internal culture that encourages growth, accountability, and collaboration. This helps to set the stage for teams to succeed beyond expectations. They both stopped by to share their professional journeys with us and to discuss how companies can grow their commercial contracting division. During our conversation, they discussed the common barriers contractors must overcome, how to find the right talent, and how a growth culture can be implemented successfully. Join us as we discuss:   [10:20] Common barriers that contractors must overcome to scale their commercial division [14:25] How to find the right talent to build your commercial division [26:42] How a growth culture can be successfully implemented to keep your team engaged and exceeding expectations Check out these resources we mentioned during the podcast: No Limit Performance (https://nolimitperformance.biz/) Convex (https://www.convex.com/) ServiceTitan (https://www.servicetitan.com/?utm_campaign=toolboxforthetrades&utm_source=shownotes&utm_medium=podcast&utm_content=e184) You can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts (https://podcasts.apple.com/us/podcast/toolbox-for-the-trades/id1503078938), on Spotify (https://open.spotify.com/show/76wMZ1SJV4OAql9HzbnQ87?si=85dc59f7c6e244b2), or here (https://www.servicetitan.com/podcast).  Know a business that could use a bit of muscle from ServiceTitan? Refer them here! (https://www.servicetitan.com/referrals) Register for Pantheon 2025 - see you in Anaheim! (https://pantheon.servicetitan.com/E1qa8V?rt=VaEbMI8SokmIjX6QgMESMQ&RefId=Podcast) Prometheus Award Nominations (https://www.servicetitan.com/company/titans-for-change?UTM_medium=earned&utm_source=podcast) Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player. Hosted on Ausha. See ausha.co/privacy-policy for more information.

Christian Rattin (https://www.linkedin.com/in/christian-rattin-b457b7125/) not only believes that using creative methods like gamification can increase employee performance and engagement, but he also believes in giving back. He knows that many people in long-term recovery have the ability and talent to pursue a profession in the trades. It comes down to having the right systems and processes in place and a program that supports and provides these individuals with an opportunity to learn and go on to build a career. As the CEO of Five Star Home Services (https://www.myfivestarhomeservices.com/), Christian is on a mission to deliver professional heating, cooling, plumbing, and electrical services to homeowners in Ohio. He stops by to talk to us about how he got into the trades, how he increased employee engagement, and why he believes in the power of giving back and giving people a second chance. Join us as we discuss:   [08:01] How gamification can improve performance and engagement [18:54] How Profit on Purpose gives back [22:36] The importance of second-chance employment Check out these resources we mentioned during the podcast: Five Star Home Services (https://www.myfivestarhomeservices.com/) Profit on Purpose Podcast (https://podcasts.apple.com/us/podcast/profit-on-purpose/id1725153265) ServiceTitan (https://www.servicetitan.com/?utm_campaign=toolboxforthetrades&utm_source=shownotes&utm_medium=podcast&utm_content=e183) You can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts (https://podcasts.apple.com/us/podcast/toolbox-for-the-trades/id1503078938), on Spotify (https://open.spotify.com/show/76wMZ1SJV4OAql9HzbnQ87?si=85dc59f7c6e244b2), or here (https://www.servicetitan.com/podcast). Know a business that could use a bit of muscle from ServiceTitan? Refer them here! (https://www.servicetitan.com/referrals) Register for Pantheon 2025 - see you in Anaheim! (https://pantheon.servicetitan.com/E1qa8V?rt=VaEbMI8SokmIjX6QgMESMQ&RefId=Podcast) Prometheus Award Nominations (https://www.servicetitan.com/company/titans-for-change?UTM_medium=earned&utm_source=podcast) Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player. Hosted on Ausha. See ausha.co/privacy-policy for more information.

Jamie Adams (https://www.linkedin.com/in/jdadams/) is on a mission to take the guesswork out of digital marketing for businesses in the trades. He encourages customers to move away from outdated advertising methods to online channels and helps them maximize their marketing dollars with technology. As the Chief Revenue Officer at Scorpion (https://www.scorpion.co/), Jamie and his team endeavor to help local service businesses drive more clients, revenue, and profit. He stops by to talk to us about how he got into marketing for the trades, explains how to maximize your marketing ROI, and elaborates on what makes a good marketing plan. Join us as we discuss: [06:33] Tips to ensure that you’re getting the most out of your marketing budget [18:58] What makes a good marketing plan [26:03] How to make incremental changes to your marketing funnel Check out these resources we mentioned during the podcast: Scorpion (https://www.scorpion.co/servicetitan/?utm_source=ServiceTitan&utm_medium=partner-direct-referral&utm_cid=701Rj000005HK64IAG) ServiceTitan Marketing Pro Tool (https://www.servicetitan.com/features/pro/marketing?utm_campaign=toolboxforthetrades&utm_source=shownotes&utm_medium=podcast&utm_content=e182) The Franchise Edge Podcast (https://www.youtube.com/playlist?list=PLkhsCgEWCr_Hm1GkAa-mXirAedUL-XoDv) ServiceTitan (https://www.servicetitan.com/?utm_campaign=toolboxforthetrades&utm_source=shownotes&utm_medium=podcast&utm_content=e182) You can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts (https://podcasts.apple.com/us/podcast/toolbox-for-the-trades/id1503078938), on Spotify (https://open.spotify.com/show/76wMZ1SJV4OAql9HzbnQ87?si=85dc59f7c6e244b2), or here (https://www.servicetitan.com/podcast).  Know a business that could use a bit of muscle from ServiceTitan? Refer them here! (https://www.servicetitan.com/referrals) Register for Pantheon 2025 - see you in Anaheim! (https://pantheon.servicetitan.com/E1qa8V?rt=VaEbMI8SokmIjX6QgMESMQ&RefId=Podcast) Prometheus Award Nominations (https://www.servicetitan.com/company/titans-for-change?UTM_medium=earned&utm_source=podcast) Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player. Hosted on Ausha. See ausha.co/privacy-policy for more information.