In this episode, I want to talk about leadership when times get tough—because that’s when it really matters most. In the home service industry, we deal with all kinds of challenges: demanding customers, unpredictable job sites, and team members who sometimes feel overwhelmed. I remember a particular situation with a very difficult customer where the tension was high and my crew was clearly feeling the weight of it.

Instead of sitting back and letting them handle it on their own, I made the decision to step in personally. Not because I didn’t trust my team, but because I knew they needed to see me in the trenches with them. And you know what? That moment shifted everything. They felt supported, their confidence went up, and the whole dynamic of the job changed for the better.

As leaders, when we step up in these moments—when we show that we’re willing to carry the load with our team—we build trust. We show our people that we’re not just here to give orders; we’re here to lead by example. That builds respect. It boosts morale. And it creates a positive environment where people want to give their best.

So my encouragement to you is this: Don’t hide behind the title of “owner” or “boss.” Get out there. Step in during those tough times. Show your team that you’ve got their back. Because when you do, you’re not just leading a business—you’re building a culture that can withstand anything.

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