In this episode of the Profit Roadmap, we welcome back Libby DeLucien, a successful entrepreneur, to discuss the intersection of leadership and technology.

Libby shares her insights on effective communication during uncertain times, the importance of transparency, and the role of automation in enhancing business efficiency. She emphasizes the significance of empathy in leadership, the challenges women face in male-dominated industries, and the power of saying "no" to maintain focus.

The post Empowering Your Team Through Technology With Libby DeLucien appeared first on Service Autopilot.

On this episode of the Profit Roadmap, we sit down with two experts from Mediagistic: Eddie Childs (Director of Corporate Marketing) and Michelle Caston (Director of Media Planning and Buying), to discuss how field service businesses can stand out in a crowded market and effectively generate leads.

Eddie and Michelle emphasized the importance of making a strong impression at the local level.

A key takeaway was the power of wrapping trucks—essentially turning vehicles into rolling billboards that visually speak to your brand. Beyond this, providing an exceptional customer experience is crucial for generating positive word-of-mouth and strong online reviews, which in turn helps businesses get found in local searches.

Developing a value-based sales narrative that focuses on what customers truly care about (their homes, families, finances, and time) rather than just the technical aspects of the service was also highlighted as a way to stand out.

Michelle stressed the significance of consistent messaging and brand image across all marketing efforts, from broadcast radio and TV spots to websites and physical collateral. Inconsistency can dilute brand recognition and require more exposures for customers to remember a business.

While transactional lead generation has its place, the experts discussed the benefits of building a strong brand to supplement these efforts. A strong brand can lead to better SEO performance and lower costs for branded keywords in paid search campaigns. They also touched on:

When building a brand, Michelle advised against stretching resources too thin. Instead, businesses should concentrate and dominate in a specific area or media channel, building frequency with their target audience before expanding.

For low-cost, effective strategies, digital options like digital radio, podcasts, and streaming TV were suggested, allowing for specific targeting by zip code, homeowner status, and income. Eddie added Meta video views ads, Google demand gen ads, and YouTube ads as powerful channels for increasing visibility at a low cost per view.

Short-form video on platforms like Instagram Reels and TikTok was identified as a strong play for creating brand awareness, especially for business owners with a good on-camera presence.

For those less comfortable on camera, creative alternatives like animated videos or hiring actors can be used.

The concept of educational marketing—providing valuable tips and information to consumers for free—was also discussed as a way to build authority and trust, ultimately weeding out DIYers and attracting those who prefer professional help.

Setting your brand apart through storytelling involves identifying your true differentiators beyond the industry's table stakes (like being family-owned or local).

By focusing on the four things customers care about (homes, families, finances, and time) and connecting your service to these, businesses can create a compelling narrative.

Making the customer the hero, defining their problems, and presenting your business as the solution with a clear call to action tied to their needs and your value stack (rebates, warranties, maintenance plans, etc.) are key elements of effective brand storytelling.

Eddie and Michelle highlighted the importance of a clean and valuable customer database. This first-party data can be used to build custom audiences and lookalike audiences on platforms like social media and streaming digital platforms, allowing for highly targeted marketing campaigns.

Marketing automation was emphasized as crucial for retaining customers beyond the initial transaction by using the database to send reminders, offer maintenance plans, and continually earn their business.

Your website is a critical owned asset. Key ingredients for a website that wows include:

Finally, the conversation circled back to customer experience. The core needs of a customer are simple: they want you to pick up the phone, they want the tech to be on time, they don't want to feel cheated, and they want their service to work. They also want to feel heard. Removing friction in these areas is key.

Examples included using AI voice solutions for phone systems to handle calls efficiently, automating notifications about tech arrival times, using technology on-site to explain recommendations and show value, and monitoring and responding to online reviews to show customers they are heard.

By implementing these strategies, field service businesses can effectively navigate the competitive landscape, build a strong brand, and drive consistent lead generation.

Related: Scaling Back Services to Scale Up With Matt Green

The post REPLAY: Turn Branding Into Sales: Tactics From Mediagistic appeared first on Service Autopilot.

On this episode of the Profit Roadmap, Matt Green of Blue Duck Lawn Care shares his journey of transforming his business by strategically scaling back services to achieve greater efficiency and profitability.

Here's a summary of the key takeaways:

Matt's story began when he was nine years old, facing financial hardship due to his father's illness. This led him and his brothers to start a lawn care business with minimal resources, including using scissors as weed eaters and a broom as a blower. These early struggles instilled a strong work ethic and a determination to succeed.

Despite early success, Matt pursued college and entered corporate sales, gaining valuable "sales training". However, he felt a calling to return to the lawn care industry, believing he could apply business principles to outperform competitors. He quickly realized the industry was more sophisticated than he anticipated, but this spurred him on.

Blue Duck Lawn Care reached a million dollars in revenue within five years. Yet, Matt felt unfulfilled and realized the business wasn't as profitable as he thought. This led to a critical decision: to pivot and focus on more profitable services.

Inspired by a mentor, Matt decided to drastically reduce the number of services offered. He learned that focusing on just a few services would allow for greater specialization, better service delivery, and higher profit margins.

Matt and his team evaluated each service based on profitability, employee satisfaction, and operational efficiency. They eliminated services with low revenue, high turnover, and scheduling nightmares. The focus shifted to fertilization, weed control, pest control, and Christmas lights, allowing for better training and consistent revenue.

Matt emphasized the importance of understanding team dynamics using the Kolbe test. This helped him recognize different working styles and manage his team more effectively, leading to improved morale and productivity.

Matt cultivated relationships with other businesses, referring services they no longer offered in exchange for referrals of their specialized services. This created a network of support and increased customer acquisition with reduced costs.

By focusing on fewer services, Blue Duck could invest more in training, leading to knowledgeable staff and exceptional customer service. This resulted in higher customer satisfaction, lower cancellation rates, and positive reviews. Matt even creates personalized video updates in dispatch notifications.

Matt Green's journey demonstrates the power of strategic focus and the importance of adapting to business realities. By scaling back services, Blue Duck Lawn Care achieved greater profitability, improved team satisfaction, and enhanced customer experiences.

Related: From Hustler to Entrepreneur With Tommy Mello

The post Scaling Back Services to Scale Up With Matt Green appeared first on Service Autopilot.

On this episode of the Profit Roadmap, we're talking with Tommy Mello, founder of A1 Garage Door Service, the largest garage door company in America. Tommy is also the host of the popular podcast "Home Service Expert" and a successful author.

Tommy explains how he transformed from a hustler to an entrepreneur. He shares the importance of branding, learning from mistakes, and the necessity of reinvesting in your field service business.

Discover the value of transparency and accountability within your company culture, the role of competition in driving success, and the mindset required for effective sales.

Additionally, you’ll explore the impact of AI on business and the key metrics for measuring success, while also highlighting community engagement and upcoming events.

We cover some great topics, including:

EPISODE TIMESTAMPS

Tommy's journey to success is a true American dream story. 

Born and raised in Sterling Heights, Michigan, Tommy learned the value of hard work at a young age. 

With divorced parents and a mom working three jobs, Tommy started mowing lawns and shoveling snow to earn money as a kid.

At age 12, he began washing dishes under the table at a local restaurant, and that hard work laid the foundation for his future success. 

Tommy moved to Phoenix at 16 and started a landscaping company. 

By 20, he was earning $30,000 a month from various hustles, including bartending and flipping cars.

Tommy eventually landed in the garage door industry by painting garage doors for a friend. 

He started his own business (A1 Garage Door), making every mistake in the book along the way, but eventually grew his company to $200+ million in revenue. 

Tommy believes that selling is a natural part of human interaction and that technicians don't need to become stereotypical "salespeople."

Tommy focuses on teaching his technicians to:

He emphasizes that sales is about being a good human and helping customers make the best decisions for their homes.

Tommy has built a strong company culture based on transparency and meritocracy. 

He shares all company financials with employees and encourages healthy competition. 

Technicians can see each other's performance metrics, fostering a culture of continuous improvement.

To motivate his team, Tommy uses a "dream manager" approach. 

The company helps employees discover their personal dreams and goals and then ties those aspirations to their work performance. 

A1 Garage Door Service uses a variety of software to streamline operations and improve customer service. 

Some key tools include:

One of Tommy's game-changing moves was investing in proper branding. 

A strong, consistent brand across all touchpoints - from trucks to uniforms to marketing materials - has helped A1 Garage Door Service stand out in a crowded market.

Tommy's advice for those looking to grow their service businesses to the next level is:

Want to learn more about Tommy Mello and his approach to business? 

Be sure to check out his podcast, "Home Service Expert," and keep an eye out for his upcoming events and speaking engagements. 

Related: From Zero to Hero With Roger Wakefield

Originally published Sept 4, 2024 11:31 AM CT, updated May 9, 2025 3:43 PM CT

The post REPLAY: From Hustler to Entrepreneur With Tommy Mello appeared first on Service Autopilot.

On this episode of Profit Roadmap, plumbing industry expert and entrepreneur Roger Wakefield shares his incredible journey from a traditional plumber to a successful business owner leveraging YouTube and social media for marketing.

He talks about the importance of organic SEO, consistency in content creation, and the mindset of abundance in business. Plus, Roger dives into the essential tools for business growth as well as the importance of marketing in hiring. From compelling recruitment strategies, to measuring KPIs, and strong company culture—Roger covers it all in this episode.

Also joining us in this episode is special guest co-host Mike Callahan, entrepreneur and owner/president of SimpleGrowth with 25+ years of experience as a successful business owner.

EPISODE TIMESTAMPS

Here are some of the key takeaways from our conversation with Roger:

Roger started his plumbing career in 1980 but faced a significant hurdle —wasting thousands of dollars on ineffective marketing. Frustrated by deceptive marketing companies, he decided to take matters into his own hands and learn digital marketing, focusing on social media and, most importantly, YouTube.

Today, Roger has built the largest plumbing YouTube channel in the world, with over 650,000 subscribers and 125 million views. His success underscores the importance of mastering online presence and leveraging organic content for business growth.

One of Roger’s main marketing strategies is prioritizing organic reach over paid ads. While many businesses focus on paid advertising, he emphasizes the value of SEO, YouTube content, and organic search rankings to create sustainable, long-term visibility.

However, he also acknowledges the importance of balancing both strategies, using ads to boost visibility when necessary while maintaining a solid foundation of organic marketing.

For small business owners aiming to hit their first million dollars in revenue, Roger highlights the importance of consistency and patience in marketing efforts.

His approach includes:

Many service business owners hesitate to share their expertise publicly, fearing that competitors will copy them or that customers will use the information to DIY their own projects. Roger dismisses this fear, advocating for an abundance mindset.

By sharing valuable knowledge, he has built trust with his audience and positioned himself as an authority, leading to increased business rather than lost customers.

Roger is forward-thinking about AI’s role in business. He suggests using AI-driven tools such as automated customer responses, CRM-integrated chatbots, and marketing automation to streamline operations and enhance customer interactions.

Business owners who adopt these technologies early will have a competitive edge in efficiency and customer engagement.

Roger emphasizes that many business owners fail to grasp their financials. He highlights the importance of tracking key performance indicators (KPIs) such as labor costs, overhead, marketing spend, and profitability.

Understanding these numbers helps entrepreneurs make informed decisions, adjust pricing, and scale their business effectively.

Culture is a critical component of business success. Roger believes in hiring employees who align with company core values and delivering exceptional service. He also stresses the importance of training and investing in employees to build a strong, motivated team.

Roger Wakefield’s journey is an inspiration to any business owner looking to scale their company and establish a lasting brand. His story proves that embracing digital marketing, leveraging organic growth, understanding business finances, and fostering a strong team culture are all essential ingredients to achieving sustainable success.

If you’re a business owner struggling with marketing or growth strategies, take a page out of Roger’s book—get online, create valuable content, track your numbers, and build a business culture that stands the test of time.

Related: Field Service Industry News With Ryan Yelvington

Originally published March 21, 2025 3:50 PM CT

The post From ZERO to HERO With Roger Wakefield appeared first on Service Autopilot.

Welcome to the Profit Roadmap, where we interview experts to help you grow your field service business. In this episode, our host, Ryan Yelvington, will be jumping into the latest field service industry news that’s been happening in the first quarter of 2025.

Ryan will give you the latest rundown on the biggest key topics shaping the industry right now. From the NOSHA Act to new tariffs, we’ve got you covered.

Since we’ll be covering a wide variety of industries and topics, we’ll be providing the timestamps so you can jump to wherever you need.

EPISODE TIMESTAMPS:

On January 3, 2025, the NOSHA Act, a bill to abolish OSHA, was reintroduced to Congress. Regardless of whether or not it passes, this bill will likely challenge how OSHA standards are created—impacting service businesses like yours.

Beginning on March 12, 2025, there will be a new 25% tariff on all steel and aluminum exports. However, the repercussions of this are already starting to be seen in the service industry—with distributors paying more due to an increased demand before the tariffs begin.

Allied industry groups (including FEWA, NALP, SEA, and others) have filed a joint lawsuit against the U.S. Department of Homeland Security (DHS) and U.S. Citizenship and Immigration Services (USCIS) over a rule that governs H-2A and H-2B guest worker visa programs.

As of February 2025, the Department of Energy (DOE) postponed all future HVACR efficiency standards, which includes: central air conditioners, walk-in coolers and freezers, gas instantaneous water heaters, commercial refrigeration equipment, washers and dryers, general service lamps, and air compressors.

Note: Keep in mind, there are currently no finalized air conditioner efficiency standards to delay—meaning this doesn’t undo the standard that went into place 2 years ago.

There’s been some buzz around the U.S. Environmental Protection Agency (EPA) dropping some eco-friendly bombshells on the HVAC/R industry. Brace yourselves for two major rules under the American Innovation and Manufacturing (or AIM) Act, designed to kick hydrofluorocarbons (HFCs) to the curb and make our air a little fresher. Keep in mind, some of these rules might change with the change in the new administration.

The U.S. Department of Energy (DOE) has introduced a new rule that could change how tankless water heater installations are done. This rule will ban non-condensing gas-fired tankless (instantaneous) water heaters starting in 2029. HVAC companies like yours need to understand this change to prepare for its impact. Though, keep in mind that this rule might see some changes with the new administration.

Key resources to check out:

Did you know, we have a new YouTube channel? Be sure to like and subscribe to our podcast on all channels so you never miss an episode!

Got questions you want answered? Interested in becoming a podcast guest? Just email us at: [email protected]

Related: The Latest Hiring Trends and Insights in Field Services

The post Q1 2025 Field Services Industry News With Ryan Yelvington appeared first on Service Autopilot.

Welcome to another episode of the Profit Roadmap, where we interview experts to help you grow your field service business. In this episode, we're diving into payment processing, growth strategies, and operational efficiency with Heather Price and Jonathan Novoa-Miralles from Xplor Pay. Also joining us in this episode is special guest co-host Mike Callahan, entrepreneur and owner/president of SimpleGrowth, with 25+ years of experience as a successful business owner.

In this episode, we cover:

Heather Price (Field Integrated BDR at Xplor Pay) has spent her career helping businesses streamline operations and save money through innovative solutions. Her experience ranges from medical office management to sales, and now she focuses on empowering merchants with tools to grow their businesses efficiently.

Jonathan Novoa-Miralles (Product Enablement Manager at Xplor Pay) brings a ton of expertise in software sales and payment processing. As part of the Xplor Pay team, he helps sales organizations by implementing effective market strategies and making sure clients have access to cutting-edge resources.

Together, they provide valuable insights into how service businesses can optimize their payment processes while maintaining strong relationships with customers.

One of the biggest pain points for service business owners is getting paid on time. As Heather explained, "The most common [issue] that we hear is that it takes way too long to get paid." Lots of companies still use paper invoices, which often sit forgotten on counters and then don’t get paid.

This payment delay can cause cash flow problems, and this is especially true for smaller businesses. Mike Callahan shared this feeling going back to his days running a lawn care company: "Things fell through the cracks... If the guys were taking cash in the truck, it would literally disappear."

In order to make sure your service business gets paid quickly here’s what Jonathan and Heather recommended:

Why It Works: Requiring credit cards on file guarantees payment and simplifies billing. "Literally if you ran all the cards... everything from last week, this Tuesday, the money was in the bank," said Mike.

Action Item: Use a system where customers can authorize automatic payments for recurring services. This reduces admin work and improves cash flow predictability.

Tools to Use: Platforms like Xplor Pay offer things like next-day funding, automated reminders for expiring cards, and secure portals for customer payments.

Quote to Remember: "You're going to see that in your bank account on Wednesday" for jobs completed on Tuesday, Heather noted. This rapid turnaround helps businesses manage expenses better.

PCI Compliance Matters: Storing sensitive information improperly can lead to legal issues and loss of trust. Heather emphasized, "We don't ever see that full credit card number... It's all encrypted."

Best Practice: Avoid writing down credit card details or storing them insecurely. Instead, use tokenization and encryption technologies to protect customer data.

Many business owners hesitate to adopt digital payment systems because of concerns about fees and complexity. However, Heather and Jonathan shared compelling reasons to make the switch:

Build Fees Into Pricing: Treat payment processing costs as part of your overhead recovery budget. "It's not something that's surreptitious," Ryan Yelvington pointed out. Customers won’t feel misled if fees are transparently accounted for.

Save Time, Make More Money: By reducing manual invoicing and collections efforts, you free up time to focus on growing your business. "That's gonna give you more time back in your day to maybe cut two more lawns," Heather said.

Modern Solutions Are User-Friendly: Gone are the days of clunky integrations. Today’s platforms integrate seamlessly with existing software. "There's an all-in-one solution," Ryan highlighted. "You don’t even have to change apps."

Adopt Recurring Revenue Models: Whether you’re mowing lawns or installing HVAC units, setting up subscription-based agreements builds long-term value and attracts higher acquisition multiples.

Prioritize Customer Convenience: Offering multiple payment options (credit card, ACH, etc.) enhances satisfaction and loyalty. "We're doing everything we can to help you," Heather said.

Stay Compliant and Secure: Protect both your business and your customers by adhering to PCI standards and leveraging encrypted payment systems.

Xplor Pay’s team offers personalized support and tailored solutions designed to meet the unique needs of service businesses. To learn more about streamlining payment processes and boosting operational efficiencies, check out the following links below:

Related: Achieving Profitable Growth in Your Business With Jason Noel

The post Boosting Cash Flow With Heather Price and Jonathan Novoa-Miralles appeared first on Service Autopilot.

Welcome to another episode of the Profit Roadmap, where we interview experts to help you grow your field service business. In this episode, we're diving into financial planning and business profitability with Jason Noel, a master advisor for CEO Warrior with over 20 years of leadership experience in the home service industry. Also joining us in this episode is special guest co-host Mike Callahan, entrepreneur and owner/president of SimpleGrowth, with 25+ years of experience as a successful business owner.

In this episode, we cover:

Jason Noel brings a TON of experience in the plumbing and home services industry, having served in leadership roles at multiple successful companies. After helping businesses achieve significant profitability improvements, including a 90% increase at ARS Indianapolis, Jason joined CEO Warrior as a master advisor. He's spent the last three years helping service business owners scale their operations and build sustainable, profitable companies.

One of the biggest insights Jason shared is that revenue isn't everything. "Just because somebody says they're a ten million dollar business doesn't mean they're making money," he said. Many business owners get caught up in the "shiny object syndrome" of top-line revenue while forgetting profitability.

Jason outlined several key areas that service businesses should focus on:

Cash Flow Management

Pricing Strategy

True financial success starts with leadership. Jason emphasizes that most business challenges are leadership problems at their core. He recommends:

When businesses need to adjust their financial strategy, Jason recommends:

"Most challenges are done in the cost of goods and in your margin and just your efficiencies and your pricing and things like that," Jason explains. "Typically, the last answer is cutting overhead."

Jason highlighted several pitfalls service businesses should avoid:

To learn more about financial planning and business growth strategies, consider attending CEO Warrior's Service Business Live event in Nashville on March 6th and 7th, 2025. This two-day event offers insights into building a more profitable service business and includes hands-on business planning.

Related: The Latest Hiring Trends and Insights in Field Services

The post Achieving Profitable Growth in Your Service Business With Jason Noel appeared first on Service Autopilot.

Welcome to another episode of the Profit Roadmap, where we interview experts to help you grow your field service business. In this episode, we're diving into the latest hiring trends and insights in the service industry right now. Plus, learn about employee engagement and retention strategies with Bear Duplisea, Senior Account Executive at Applause and former Service Autopilot team member.

In this episode, we cover:

Bear Duplisea has spent nearly 25 years working with small and medium-sized business owners. After building Service Autopilot's sales department for over a decade, he moved to Applause to help businesses solve their employee engagement challenges.

Bear highlights a big shift in employee motivation: "The paycheck is enough to get us to come to work... but beyond that, to do the above and beyond to be exceptional, there needs to be some other incentive."

He says that today's workforce expects immediate feedback and recognition: "We're used to this instantaneous result. And because of that, the carrot no longer works."

"One of our companies saw over a 10-month period, a 26% drop in employee turnover," Bear said. For large companies, this can mean six or seven-figure savings in hiring and training costs.

Bear explains how immediate feedback affects performance:

"If you feel really good about your culture and everything like that, and you've put everything out there for the prospective employee and they don't want to work for you... then let them," Bear advises. He emphasizes that culture fit is more important than filling positions quickly.

Bear also mentioned that revisits are not just a cost of doing business: "People, business owners I talk to all the time chalk that up as the cost of doing business. Good business owners understand, like that's a huge gap."

He breaks down the real impact:

The solution? Better employee engagement leads to better customer communication: "Their technicians are now taking the time to explain to customers... They're like, 'I better explain this to this customer because I don't want them to complain.'"

Bear shared powerful insights learned from his father's 50-year career in business:

"Sales is easy, super easy, because you can be part of the solution or you can be part of the problem. Just don't ever be part of the problem."

This philosophy goes beyond sales to all aspects of business leadership:

He also talked about the fundamental truth about business relationships: "People don't give a sh*t how much you know until they know how much you care." This principle drives successful employee engagement and customer satisfaction.

"If you're dumb, surround yourself with smart people. If you're smart, surround yourself with smart people who disagree with you."—Isaac Jaffe, Sports Night

"People don't give a shit how much you know until they know how much you care, so just care."—Bernie Duplisea, sales expert & entrepreneur

To discover more about employee engagement solutions for your field service business, visit applausehq.com.

Did you know, we have a new YouTube channel? Be sure to like and subscribe to our podcast on all channels so you never miss an episode!

Related: Coaching & Retention in the Service Industry With Chris Crew from Blue Collar

Originally published Jan 9, 2025 5:15 PM CT

The post The Latest Hiring Trends & Insights in Field Services With Bear Duplisea from Applause appeared first on Service Autopilot.

Welcome to another episode of The Profit Roadmap, the premier podcast for field service pros looking to grow their business and stay on top of the latest trends. In this episode, we're diving into coaching and employee retention with Chris Crews, President of the Blue Collar Success Group, who shares invaluable insights on building successful field service businesses through intentional leadership and strong company culture.

In this episode, we cover:

Chris Crews started as an electrician at age 16, working his way up through new construction before transitioning into service work. He eventually built and sold his own electrical service business, growing it from $3 million to a $30 million operation across five locations. 

Today, he leads the Blue Collar Success Group, helping contractors build and grow their businesses to achieve their dreams.

One of the biggest misconceptions about culture is that some companies don't have one. Chris says, "Your business doesn't have a culture? It does. It's either by design or by default." 

He emphasizes that culture is shaped by both action and inaction - what you do and don't do, what you say and don't say.

Chris also said, "If you have a good culture, you don't have to be the top-paying company in town." Alternatively, "If your culture sucks, it's so bad, it's so toxic, you can't out pay it."

Chris outlines several key steps for building a strong company culture:

Chris challenges the common practice of only training during slow seasons: "Most people feel time during slow times and think that's the best time to train... but it's not the best time to train." 

Instead, he advocates for year-round training because "when you're busy, that's when you need to be increasing performance."

Key Takeaways for Field Service Businesses:

"Quality questions lead to quality results," Chris said. He encourages business owners to focus not just on knowledge, but on wisdom - the practical application of knowledge to achieve results.

To learn more about the Blue Collar Success Group and their approach to building successful field service businesses, visit their website at thebluecollarsuccessgroup.com.

Related: Leadership Lessons for Field Service Pros

The post Coaching and Retention in the Service Industry With Chris Crew from Blue Collar appeared first on Service Autopilot.