Welcome to the Service Business Mastery Podcast!

Visit our website for more episodes and insights! www.servicebusinessmastery.com

In this episode, Recorded live at Business Uncensored 2024, hosts Tersh Blissett and Joshua Crouch sit down with Danielle Putnam and Suzanne Wedeven from The New Flat Rate team. They discuss industry trends, challenges, and the importance of pricing strategy adjustments to cope with market shifts. 📈🛠  

Danielle and Suzanne share insights on enhancing operational efficiency through strategic price book updates and the benefits of coaching in navigating these changes. This conversation is filled with practical tips for service businesses aiming to thrive in dynamic conditions.

03:38 -  Introduction to the Episode Along with Guests Danielle Putnam and Suzanne Wedeven. 04:22 - Industry Trends: Sales Decline, Call Volume Impact & Pricing Inflation. 05:51 - Box Replacements vs. Repairs: Pricing Challenges & Automation Solutions 09:25 - Optimizing Business Processes & Time Management Before Automation 13:09 - Boosting Efficiency: Delegation, Virtual Assistants & Performance-Based Pay Considerations. 18:03 - Maximizing Industry Events: The Power of Networking & Effective Strategies 23:14 - Breaking Into Industry Circles: Networking, Planning & Engagement at Events 26:43 - Adapting to Industry Changes: Tech Trends, Experience & Consumer Education 30:53 - Closing Remarks and Appreciation for Event Participation.

In this Episode, here's what you can expect to learn: 

• Exploring how tools like Avoca boost booking rates and operational efficiency.

• Automating call handling and customer interactions to save time and resources.

• Integrating new technologies while retaining a personal touch in customer service.

• Merging technology with expert knowledge for superior outcomes.

• Strategies for service companies to scale effectively and reduce costs while improving customer satisfaction.

If you enjoy the episode, please don’t hesitate to leave us a review (5 stars preferably 😉)

Links & References:

LinkedIn: 

• Danielle Putnam

• Suzanne Wedeven

• The New Flat Rate Inc 

Website:

• The New Flat Rate Inc

This episode is kindly sponsored by:

• Sera

• UpFrog

• CallRail

• CompanyCam Visit CompanyCam and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months!

• MarketStorm

• Rilla 

• Lace.ai

• Autobot.ai

• Avoca.ai

Connect with us!

• Tersh Blissett

• Josh Crouch

• Join the Service Business Mastery Facebook group for more updates!

• Visit our website: www.servicebusinessmastery.com

Affiliate links:

• Castmagic

• StreamYard

• IfTTT

• Zyra Talk

Welcome to the Service Business Mastery Podcast!

Visit our website for more episodes and insights! www.servicebusinessmastery.com

In this insightful episode, recorded at the Nexstar Event in Orlando, Florida, hosts Tersh Blissett and Joshua Crouch engage with Leah Paige, a customer experience coach with Nexstar. Leah shares her expertise on leadership and coaching within the service industry. They explore the significant impact of embracing failures and learning from them, the integration of AI and automation into service business practices, and the personal anecdotes that highlight the transformative power of personal development on professional success.

Leah also highlights the role of NexTeams by Nexstar, a platform that connects coaches and members, fostering collaboration, learning, and continuous growth in a dynamic environment.

In this episode, here's what you can expect to learn: 

• The crucial role of personalized coaching and embracing failures in leadership development.

• Strategies for integrating AI and automation to enhance customer and employee experiences

• How personal growth directly influences professional performance and service delivery.

If you enjoy the episode, please don’t hesitate to leave us a review (5 stars preferably 😉)

Timestamps ⏰ 03:28 Introduction of Leah Paige as the Customer Experience Manager & Real Estate Advisor. 04:29 The challenges and strategies in coaching for service business 06:04 The importance of personality types in coaching 14:55 Practical coaching strategies for service managers 17:57 How attire influences professional performance 20:06 Guest anecdotes on personal and professional growth 28:36 Importance of CSR Coach and Leadership on Service Business 35:43 The role of authenticity and vulnerability in leadership 41:24 Closing thoughts and the importance of continuous learning.

Links & References:

LinkedIn: 

• Leah Paige

• Nexteam Talent

Website:

• Seacostrealty

This episode is kindly sponsored by:

• Sera

• UpFrog

• CallRail

• CompanyCam Visit CompanyCam and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months!

• MarketStorm

• Rilla 

• Lace.ai

• Autobot.ai

• Avoca.ai

Connect with us!

• Tersh Blissett

• Josh Crouch

• Join the Service Business Mastery Facebook group for more updates!

• Visit our website: www.servicebusinessmastery.com

Affiliate links:

• Castmagic

• StreamYard

• IfTTT

• Zyra Talk

Welcome to the Service Business Mastery Podcast!

Visit our website for more episodes and insights! www.servicebusinessmastery.com

In this episode, recorded at the Nexstar Super Meeting in Orlando, Florida, hosts Tersh Blissett and Joshua Crouch chat with Mark Paup, owner of Golden Rule Plumbing, Heating, Cooling, and Electrical. They explore how AI and automation are revolutionizing the trades industry. ⚙️💡  

Mark dives into the cutting-edge tools his company uses to optimize dispatching, streamline business operations, and boost customer engagement. From enhancing scheduling efficiency to overcoming resistance to new technology, this conversation is packed with actionable strategies to help your business grow and stay ahead of the competition. 🚀📈

In this episode, here's what you can expect to learn: 

• How AI-driven tools like Buck are making dispatching smarter and more efficient.

• Ways to automate operations without losing the human touch in customer service.

• Strategies to introduce new technology in your business without overwhelming your team.

• How combining AI with human expertise can boost productivity and customer satisfaction.

• Practical tips for scaling your service business while keeping costs under control.

If you enjoy the episode, please don’t hesitate to leave us a review (5 stars preferably 😉)

Links & References:

LinkedIn: 

• Mark Paup

• Golden Rule Plumbing, Heating, Cooling & Electrical 

• Email: [email protected]

Website:

• Golden Rule Plumbing

This episode is kindly sponsored by:

• Sera

• UpFrog

• CallRail

• CompanyCam Visit CompanyCam and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months!

• MarketStorm

• Rilla 

• Lace.ai

• Autobot.ai

• Avoca.ai

Connect with us!

• Tersh Blissett

• Josh Crouch

• Join the Service Business Mastery Facebook group for more updates!

• Visit our website: www.servicebusinessmastery.com

Affiliate links:

• Castmagic

• StreamYard

• IfTTT

• Zyra Talk

Welcome to the Service Business Mastery Podcast!

Visit our website for more episodes and insights! www.servicebusinessmastery.com

In this episode, hosts Tersh Blissett and Joshua Crouch are joined by Tyson Chen, Co-Founder of Avoca AI, to discuss how technology is transforming the service industry. 📞💡

Tyson dives into the innovative tools Avoca offers, helping businesses improve booking rates, streamline operations, and deliver exceptional customer service. From automating everyday tasks to reducing call center overhead, this conversation is packed with actionable strategies to enhance efficiency and drive growth in your business. 🚀📈

In this episode, here's what you can expect to learn: - How modern tools like Avoca are helping businesses increase booking rates and improve efficiency. - The benefits of automating call handling and customer interactions to save time and resources. - Strategies for introducing new technologies into your business while maintaining a personal touch. - Insights into combining technology and human expertise to deliver better results. - How service companies are scaling and cutting costs while enhancing customer satisfaction.

If you enjoy the episode, please don’t hesitate to leave us a review (5 stars preferably 😉)

Links & References:

LinkedIn: 

• Tyson Chen

• Avoca 

• Email: [email protected]

Website:

• Avoca

This episode is kindly sponsored by:

• Sera

• UpFrog

• CallRail

• CompanyCam Visit CompanyCam and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months!

• MarketStorm

• Rilla 

• Lace.ai

• Autobot.ai

• Avoca.ai

Connect with us!

• Tersh Blissett

• Josh Crouch

• Join the Service Business Mastery Facebook group for more updates!

• Visit our website: www.servicebusinessmastery.com

Affiliate links:

• Castmagic

• StreamYard

• IfTTT

• Zyra Talk

Welcome to the Service Business Mastery Podcast!

Visit our website for more episodes and insights! www.servicebusinessmastery.com

In this episode, host Tersh Blissett is joined by Boris Valkov, CEO of Lace, and Dave Schmidt, Director of Operations at Frederick Air, to explore the transformative impact of AI in the service industry. 🤖📞

Boris shares cutting-edge insights into how Lace's AI-driven platform uncovers lost revenue and optimizes call center performance, while Dave reveals real-world results from implementing these tools in his HVAC business. From boosting booking rates to creating a data-driven culture, this conversation is a goldmine of strategies for service business leaders aiming to scale and innovate. 💡📈

 In this episode, here's what you can expect to learn: 

• How AI-driven tools like Lace are uncovering lost revenue opportunities in call centers.

• The role of actionable data in improving booking rates and making smarter decisions.

• Strategies to create a technology-friendly culture that drives business success.

• Insights into hybrid operations with AI agents for better customer experiences.

• A deep dive into how Frederick Air boosted booking rates from 75% to 98%.

If you enjoy the episode, please don’t hesitate to leave us a review (5 stars preferably 😉)

Links & References:

LinkedIn: 

• Boris Valkov

• Frederick Air

• Lace 

Website:

• Frederick Air

• Lace

This episode is kindly sponsored by:

• Sera

• UpFrog

• CallRail

• CompanyCam Visit CompanyCam and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months!

• MarketStorm

• Rilla 

• Lace.ai

• Autobot.ai

• Avoca.ai

Connect with us!

• Tersh Blissett

• Josh Crouch

• Join the Service Business Mastery Facebook group for more updates!

• Visit our website: www.servicebusinessmastery.com

Affiliate links:

• Castmagic

• StreamYard

• IfTTT

• Zyra Talk

Welcome to the Service Business Mastery Podcast!

Visit our website for more episodes and insights! www.servicebusinessmastery.com

In this episode, hosts Tersh Blissett and Joshua Crouch are joined by Billy Stevens, founder of Sera Systems and a pioneer in revolutionizing the service industry. 🚀💡

Drawing on his decades of experience in HVAC and plumbing, Billy unpacks how to optimize business operations, transition to membership models, and leverage hyperlocal branding to drive growth. From the power of AI-driven efficiency to strategies for retaining customers, this conversation is packed with practical insights to help service professionals thrive in today’s competitive landscape. 🔧📈

In this episode, here's what you can expect to learn: 

• How to transition from selling products to building long-term customer relationships.

• The key differences between traditional maintenance plans and membership models—and why the latter is a game changer.

• Practical strategies to boost booking efficiency and improve first-call resolution rates.

• How hyperlocal branding and community events can transform your customer acquisition strategy.

• A sneak peek into how AI-driven tools, like Sera, are shaping the future of the service industry.

If you enjoy the episode, please don’t hesitate to leave us a review (5 stars preferably 😉)

Links & References: LinkedIn: 

• Billy Stevens

• Sera Systems

Website:

• Sera Systems

This episode is kindly sponsored by:

• Sera

• UpFrog

• CallRail

• CompanyCam Visit CompanyCam and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months!

• MarketStorm

• Rilla 

• Lace.ai

• Autobot.ai

• Avoca.ai

Connect with us!

• Tersh Blissett

• Josh Crouch

• Join the Service Business Mastery Facebook group for more updates!

• Visit our website: www.servicebusinessmastery.com

Affiliate links:

• Castmagic

• StreamYard

• IfTTT

• Zyra Talk

Welcome to the Service Business Mastery Podcast!

Visit our website for more episodes and insights! www.servicebusinessmastery.com

In this episode, hosts Tersh Blissett and Joshua Crouch are joined by Kevin LeSage, CEO of SearchLight and Jonathan Torrey, Director of Marketing at SearchLight. A cutting-edge analytics platform for the service industry. 📊💡

With backgrounds in digital marketing and a passion for operational excellence, Kevin and Jonathan share how Searchlight connects marketing efforts directly to revenue, helping contractors optimize their investments and streamline operations. From addressing unsold estimates to leveraging technician performance data, this episode is packed with actionable strategies to help service businesses thrive in today’s competitive market. 🚀🔧

In this episode, here's what you can expect to learn: 

• How to use data analytics to connect marketing investments directly to revenue.

• The limitations of traditional metrics like cost-per-lead and the importance of customer acquisition costs.

• Strategies to capitalize on unsold estimates and convert them into revenue.

• The role of data in bridging marketing and operational inefficiencies.

• Insights into future trends, including technician performance metrics and advanced CRM integrations.

If you enjoy the episode, please don’t hesitate to leave us a review (5 stars preferably 😉)

Links & References:

LinkedIn: 

• Kevin LeSage

• Jonathan Torrey

• SearchLight

Website:

• SearchLight

• Explore Jonathan Torrey's blog for data-driven insights: The Data-Driven Trades 

This episode is kindly sponsored by:

• Sera

• UpFrog

• CallRail

• CompanyCam Visit CompanyCam and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months!

• MarketStorm

• Rilla 

• Lace.ai

• Autobot.ai

• Avoca.ai

Connect with us!

• Tersh Blissett

• Josh Crouch

• Join the Service Business Mastery Facebook group for more updates!

• Visit our website: www.servicebusinessmastery.com

Affiliate links:

• Castmagic

• StreamYard

• IfTTT

• Zyra Talk

Welcome to the Service Business Mastery Podcast!

Visit our website for more episodes and insights! www.servicebusinessmastery.com

In this insightful episode, hosts Tersh Blissett and Joshua Crouch are joined by financial expert Ruth King to tackle one of the most pressing challenges for contractors: mastering the financial side of their business. Ruth, an accomplished author, speaker, and advisor, shares practical strategies to improve profitability, manage overhead, and avoid common mistakes that can cost your business dearly.

If you’ve ever struggled to understand your finances or wondered how to make your business more profitable, this episode is for you. Ruth provides clear, actionable advice that you can implement immediately to start seeing results.

She also provides a two-day, on-site training program “Building Profit and Wealth School”. 

Register Now: https://keap.page/rk139/building-profit-and-wealth.html

In this episode, here's what you can expect to learn: 

• Why billable hours are the cornerstone of revenue generation for contractors.

• How to avoid the most common financial mistakes that could cost your business thousands.

• The role of inventory management in boosting business valuation and ensuring accurate financial reporting.

• Practical tips for calculating overhead costs and net profit per billable hour.

• How to design a maintenance program that is profitable and sustainable.

If you enjoy the episode, please don’t hesitate to leave us a review (5 stars preferably 😉)

Links & References:

LinkedIn: 

• Ruth King

• Financially Fit Business

Website:

• Financially Fit Business

This episode is kindly sponsored by:

• Sera

• UpFrog

• CallRail

• CompanyCam Visit CompanyCam and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months!

• MarketStorm

• Rilla 

• Lace.ai

• Autobot.ai

• Avoca.ai

Connect with us!

• Tersh Blissett

• Josh Crouch

• Join the Service Business Mastery Facebook group for more updates!

• Visit our website: www.servicebusinessmastery.com

Affiliate links:

• Castmagic

• StreamYard

• IfTTT

• Zyra Talk

Welcome to the Service Business Mastery Podcast!

Visit our website for more episodes and insights! www.servicebusinessmastery.com

In this episode, hosts Tersh Blissett and Joshua Crouch are joined by Tommy Mello, founder of A1 Garage Door Service  at the Home Service Freedom Event 2024. Tommy is a recognized leader in the home service industry. 🚀

He shares his journey of building a multimillion-dollar business, emphasizing the power of strong vendor relationships, leveraging technology, and fostering a culture of giving back. From scaling his business to prioritizing personal health for leadership clarity, Tommy offers actionable insights for service business owners looking to scale and succeed.

In this episode, here's what you can expect to learn: 

• How Tommy scaled A1 Garage Door Service into a multimillion-dollar business.

• Why giving back and building partnerships drive industry success.

• The role of personal health in effective leadership.

• Key tech tools that streamline operations in service businesses.

• How to adopt a growth-focused mindset to stay competitive.

If you enjoy the episode, please don’t hesitate to leave us a review (5 stars preferably 😉)

Links & References:

LinkedIn: 

• Tommy Mello

• A1 Garage Door Service

Website:

• A1 Garage Door Service

This episode is kindly sponsored by:

• Sera

• UpFrog

• CallRail

• CompanyCam Visit CompanyCam and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months!

• MarketStorm

• Rilla 

• Lace.ai

• Autobot.ai  

• Avoca.ai

Connect with us!

• Tersh Blissett

• Josh Crouch

• Join the Service Business Mastery Facebook group for more updates!

• Visit our website: www.servicebusinessmastery.com

Affiliate links:

• Castmagic

• StreamYard

• IfTTT

• Zyra Talk

Welcome to the Service Business Mastery Podcast!

Visit our website for more episodes and insights! www.servicebusinessmastery.comIn this episode, hosts Tersh Blissett and Joshua Crouch sit down with Boris Valkov, Co-Founder & CEO of Lace, live from the Service World Expo 2024 in Orlando, to explore how AI is revolutionizing service-based businesses. 🤖📊

Boris, an expert in AI and former member of Meta’s PyTorch team, shares actionable insights on leveraging AI to optimize call center performance, boost booking rates, and increase revenue without extra marketing spend. He also discusses the future of AI-driven tools, balancing innovation with simplicity, and redefining operations in the service industry. 🚀✨

In this episode, here's what you can expect to learn: 

• Why AI is set to revolutionize service businesses and transform call centers.

• Practical ways to leverage AI for real-time call data analysis and team coaching.

• Steps to improve booking rates and revenue without additional marketing spend.

• The importance of fast product iterations and simplified AI implementations.

• Future trends in AI-driven tools reshaping traditional business operations.

If you enjoy the episode, please don’t hesitate to leave us a review (5 stars preferably 😉)

Links & References:

LinkedIn: 

• Boris Valkov

• Lace

Website:

• Lace

Book a demo at Lace.AI to see how their AI solutions compare to what you’re using today: https://www.lace.ai/demo

This episode is kindly sponsored by:

• Sera

• UpFrog

• CallRail

• CompanyCam Visit CompanyCam and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months!

• MarketStorm

• Rilla 

• Lace.ai

• Autobot.ai  

• Avoca.ai

Connect with us!

• Tersh Blissett

• Josh Crouch

• Join the Service Business Mastery Facebook group for more updates!

• Visit our website: www.servicebusinessmastery.com

Affiliate links:

• Castmagic

• StreamYard

• IfTTT

• Zyra Talk