Can't Stop the Growth

Most people get promoted into leadership and think the title comes with power. Noel Massie spent 42 years at UPS, retiring as VP of US Operations, and learned the opposite: the title comes with responsibility, and leadership is the ability to influence behavior without coercion. In this episode of Can't Stop the Growth, Chad Peterman sits down with Noel to unpack the frameworks he used to promote thousands of frontline leaders and coach even more.

Get Noel's book "Congrats! You've Been Promoted" on Amazon, Barnes & Noble, or through Simon & Schuster. Learn more or book him to speak at https://noelmassie.com/

If you want to connect with Chad and his team, click the link here to book a call: https://40kl04.share-na2.hsforms.com/2vjCdLu7JSXOC8xR8hcg_SQ

If you've ever set a price based on what you'd personally pay, what the competitor down the street charges, or a number that just felt right, this one's for you. None of those methods have anything to do with whether your business actually makes money, and that gap is exactly where your margin goes to die. I'm Chad Peterman, CEO of Peterman Brothers, and this is the pricing mistake I made for years before I finally fixed it.

The number that feels scary to you almost never scares your customer the way you think it will. Charge what it actually costs to do the job well.

If you want to connect further with me and my team, click the link to schedule a call: https://40kl04.share-na2.hsforms.com/2vjCdLu7JSXOC8xR8hcg_SQ

You have hundreds of unsold estimates sitting in your CRM right now, and almost none of that money is actually gone.

If you've got the gas pedal down right now, adding trucks, adding people, chasing every lead you can get, this one's for you. Not to slow you down. To make sure what you're building can actually hold what you're putting on top of it.I'm Chad Peterman, CEO of Peterman Brothers. We're a 9-figure home services company, and I nearly broke it getting here. Not through bad decisions in isolation, through good decisions made at the wrong speed, on a foundation that wasn't ready for what we were putting on it.

Between 2022 and 2023, we went from $50 million to over $90 million in 365 days. I learned what happens when growth outruns the operation underneath it, and I didn't know what I didn't know until it was already expensive.

Growth doesn't kill companies. Growing faster than your cash, your systems, your culture, and your leadership can keep up does. And it happens quietly, while the top line still looks great from the outside.

Which of the four, cash, systems, culture, or leadership, is the one you need to shore up before your next growth push? Drop it in the comments.

Want to connect with me and my team? Schedule a call: https://40kl04.share-na2.hsforms.com/2vjCdLu7JSXOC8xR8hcg_SQ

Subscribe to Can't Stop the Growth for more on scaling a home service business.

Free Coaching for Home Service Pros: https://cantstopthegrowth.com/

A live leak. A holiday weekend. And a decision that led Paul to call a competitor instead of his own longtime plumber.

I'm Chad Peterman, CEO of Peterman Brothers, and Paul Redman, President of Contractor Commerce, is back for round two. Last time, we talked about putting pricing online. This time, the conversation goes further: how AI is already rewriting how homeowners search for, price, and buy home services, and what happens to the contractors who aren't ready for it.

The theme underneath all of it: customers want to shop. They always have. The tools just got faster. Fighting that instinct costs you the lead. Meeting it earns you the trust.

Where do you land on giving pricing over the phone? Drop it in the comments.

Connect with Paul and Contractor Commerce: https://www.contractorcommerce.com/

Want to connect with me and my team? Schedule a call: https://40kl04.share-na2.hsforms.com/2vjCdLu7JSXOC8xR8hcg_SQ

Subscribe to Can't Stop the Growth for more on scaling a home service business.Free Coaching for Home Service Pros: https://cantstopthegrowth.com/

If your techs are walking into homes, quoting one price, and hoping for a yes, that's not bad technical work. It's a customer service gap. And it's capping your average ticket every single time.

I'm Chad Peterman, CEO of Peterman Brothers. We've trained technicians across HVAC, plumbing, and electrical to raise their average ticket and their customer satisfaction scores at the same time. Those two things aren't in conflict when the framework is built right. We track options per call as a KPI, and the techs who offer the most options are consistently the ones generating the most revenue.

Raising your ticket by solving more of the customer's problem is honest. Raising it by adding options they don't need and hoping they don't notice isn't, and the difference shows up in your reviews and repeat customer rate even when it doesn't show up on this month's invoice.

A customer who trusts you doesn't need to be sold to. They need to be informed. Build the framework that informs them, and the ticket takes care of itself.

How many options are your techs presenting on a typical job right now? Drop the number in the comments.

Want to connect with me and my team? Schedule a call: https://40kl04.share-na2.hsforms.com/2vjCdLu7JSXOC8xR8hcg_SQ

Subscribe to Can't Stop the Growth for more on scaling a home service business.Free Coaching for Home Service Pros: https://cantstopthegrowth.com/

If you're spending money every month on new leads while customers you already paid to acquire are quietly slipping away, this one's for you.

I'm Chad Peterman, CEO of Peterman Brothers. We've grown this company from roughly $5 million to over $100 million across 15 years, and the single most important thing I've learned in that stretch is this: the cheapest customer you'll ever acquire is the one you already have. The most expensive mistake is not knowing how many of them you're quietly losing.

New sales can hide a serious retention problem for years. A business that leaks customers runs twice as hard just to stay flat. The one that keeps them builds something that compounds.

What's your current repeat customer rate? Most owners don't know it. Drop it in the comments, that's the first thing to change.

Want to connect with me and my team? Schedule a call: https://40kl04.share-na2.hsforms.com/2vjCdLu7JSXOC8xR8hcg_SQ

Subscribe to Can't Stop the Growth for more on scaling a home service business.

Free Coaching for Home Service Pros: https://cantstopthegrowth.com/

If your service is great and your review count is thin, stale, or both, this one's for you. You're losing jobs to competitors who aren't better than you. They just look better in the places homeowners go to make decisions.

I'm Chad Peterman, CEO of Peterman Brothers. We generate over 800 reviews a month, not because every job goes perfectly, but because we built a system that consistently gets happy customers to actually leave one. It's not luck and it's not chasing. It's a process, and once it's running, it runs on its own.

Your review count and recency are your first impression in most of the decisions coming your way. They're also completely within your control. Build the system, ask at the right moment, make it one step, and answer every negative one with ownership. Then let it run.

How many reviews did you generate last month? Drop the number in the comments. It tells you a lot about whether your system is actually working.

Want to connect with me and my team? Schedule a call: https://40kl04.share-na2.hsforms.com/2vjCdLu7JSXOC8xR8hcg_SQ

Subscribe to Can't Stop the Growth for more on scaling a home service business.

Free Coaching for Home Service Pros: https://cantstopthegrowth.com/

If you can't remember the last time you personally talked to an unhappy customer, this one's for you.

I'm Chad Peterman, CEO of Peterman Brothers. We run over 500 calls a day with more than 500 employees across multiple markets, and I still get on the phone with disgruntled customers myself. Not because I have to. Because of what those calls tell me that no report ever will.

The day you're too big to hear an angry customer is the day you stop knowing what's really happening in your business. Your dashboard shows you what you built it to show you. An angry customer shows you what's actually going on.

Most owners treat complaints as problems to resolve. I treat them as the most honest feedback I'll ever get. The customer who complains is doing you a favor. The one who quietly stops referring you is the expensive one.All feedback is good feedback. Even the kind that ruins your Tuesday morning.

When's the last time you personally talked to an unhappy customer, and what did you learn? Drop it in the comments.

Want to connect with me and my team? Schedule a call: https://40kl04.share-na2.hsforms.com/2vjCdLu7JSXOC8xR8hcg_SQ

Subscribe to Can't Stop the Growth for more on scaling a home service business.

Free Coaching for Home Service Pros: https://cantstopthegrowth.com/

You're sitting on one of the most underused marketing assets in your business, and it's already paid for. It's parked in your lot right now.

I'm Chad Peterman, CEO of Peterman Brothers. Over the last 15 years we've scaled our home services business from $5 million to over $115 million a year, and a real part of that was building one of the most recognizable brands in our market, starting with what's on our trucks. People point at them, kids ask our techs for autographs, and homeowners call saying they've seen us in the neighborhood for years before they ever needed us.

Ads stop the moment you stop paying. The truck keeps going. Your fleet is either working for your brand or it isn't. There is no neutral.

What's on your trucks right now, and what would you change? Drop it in the comments.

Want to connect with me and my team? Schedule a call: https://40kl04.share-na2.hsforms.com/2vjCdLu7JSXOC8xR8hcg_SQ

Subscribe to Can't Stop the Growth for more on scaling a home service business.Subscribe to Can't Stop the Growth for more on scaling a home service business.

Free Coaching for Home Service Pros: https://cantstopthegrowth.com/