Michael Katz, Owner of Trio Heating & Air, 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
  

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