Service Business Mastery for Skilled Trades: HVAC, Plumbing & Electrical Home Service

Documenting your SOPs used to be the boring back-office chore you kept putting off. In the age of AI, it is about to decide who wins. Quinn Small put it bluntly: if your processes are not written down, good luck keeping up with the owners whose AI already knows exactly how they run.
 
Quinn grew up in the trades, took over his family's window-covering business during COVID, and out of that chaos built Driive, an AI scheduling and dispatch platform for home services. In this episode, Tersh Blissett and Josh Crouch sit down with him to unpack why your documented processes are the fuel AI runs on, plus some hard-won lessons on dispatching, margins, and what to actually automate.
 
You will hear why dispatching is air traffic control for the trades, how small jobs quietly wreck your margins, why the knowledge trapped in your 15-year veteran's head is a liability, and the one step most owners skip before they automate anything.
 
CHAPTERS
0:00 – Document Your SOPs or Get Left Behind by AI
1:44 – Meet Quinn Small, Founder of Driive
2:13 – Growing Up in the Trades and Taking Over During COVID
4:34 – The Demand Surge That Exposed Every Weak Point
8:09 – Why Dispatching Is Air Traffic Control for the Trades
10:55 – Why Small Jobs Quietly Kill Your Margins
14:48 – The Price Shopper Myth: They Buy More
16:04 – The Danger of Tribal Knowledge
20:49 – The Camcorder Method: Record Your Process to Scale
22:38 – Turning Call Data Into SOPs With AI
34:24 – Eliminate Before You Optimize or Automate
47:52 – Where to Find Quinn and Driive
 
THIS EPISODE IS BROUGHT TO YOU BY
 
UPFROG
System replacement leads from paid ads, nurtured and booked into sold jobs before your team arrives: upfrog.com
 
MARKETSTORM
An AI-powered advertising platform. Results vary by market, budget, and campaign configuration: https://marketstorm.ai/
 
CALLRAIL
CallRail's Voice Assist is a 24/7 AI voice assistant that answers every call, handles customer questions, and books jobs directly onto your calendar, all without you ever having to step away from the current job. Try Voice Assist for free today at voiceassist.com
 
BREEZY
Capture 25-30% more clients with Breezy AI Agents. Use code 'SBM' to book a demo and get $500 on us: https://partners.getbreezyapp.com/sbm/
 
PHONETAP
Your calls hold the key to growing your business. PhoneTAP gives you instant AI analysis, real customer lifetime value, and tools to coach your team. Learn more: phonetap.ai/demo
 
COMPANYCAM
Capture work, track job progress, and stay connected from the field to the office with photo documentation and AI tools that keep work moving. Start a free trial at https://companycam.com/
 
TRAINUAL
Trainual is an AI-powered training and knowledge platform for growing teams. Describe the training you need and it builds the steps, structure, and quiz: https://trainual.com/
 
NEXTIVA
Xpert from Nextiva is an AI agent that answers the calls that roll to voicemail, asks the right questions, quotes the job, books the appointment, handles rescheduling, and summarizes every call. Try it free for 30 days at https://www.nextiva.com/sbm
 
CONNECT WITH THE HOSTS AND GUEST
 
Tersh Blissett: https://www.linkedin.com/in/tershblissett/
Josh Crouch: https://www.linkedin.com/in/josh-crouch/
Quinn Small, Founder and CEO of Driive: https://www.linkedin.com/in/quinn-small/
Driive: https://getdriive.com/
 
ABOUT SERVICE BUSINESS MASTERY
 
Service Business Mastery helps home service owners run better, more profitable companies. Every week, Tersh Blissett and Josh Crouch break down the operations, technology, and leadership behind growing an HVAC, plumbing, or electrical business, with the operators actually doing the work. 
Want the frameworks from each episode in your inbox? Join the free Service Business Mastery newsletter: https://servicebusinessmastery.com/
 
Subscribe on YouTube and follow us on Spotify and Apple Podcasts so you never miss an episode. If this one helped, share it with an owner who needs it.
 
#ServiceBusinessMastery #HomeServices #SOPs #AIforContractors #Dispatching

Most contractors have no idea which marketing actually makes the phone ring, so they keep pouring money where they think it works and hope for the best. The fix is marketing attribution: following every lead from the first call all the way to the booked job. Eric Smith of CallRail and Tyson Dudley of JobNimbus built an integration that finally makes that possible.
 
In this episode, Tersh Blissett sits down with Eric and Tyson to break down why cost per booked job, not cost per lead, is the number that matters, and how connecting your call tracking to your CRM shows you exactly where your best jobs come from.
 
You will hear what their integration actually does, what AI catches on your sales calls that standard reporting misses, how AI analytics surface the things you overlook, and the single biggest mistake contractors make when they bring AI into their operations.
 
This episode is brought to you by UpFrog. They turn paid ad spend into booked, sold system replacements instead of wasted leads. Learn more at upfrog.com.
 
CHAPTERS
0:00 – The Biggest Mistake Contractors Make With AI
1:47 – Meet Eric Smith of CallRail and Tyson Dudley of JobNimbus
3:20 – Why Marketing Attribution Even Matters
4:21 – Cost Per Booked Job, Not Cost Per Lead
7:47 – What the CallRail and JobNimbus Integration Actually Does
16:40 – The Real Answer to How Did You Hear About Us
18:42 – The Unpaid Invoice and the $60K Truck Wrap
21:55 – Automating a Broken Process Is the Wrong Move
41:17 – Where to Find Eric and Tyson
 
THIS EPISODE IS BROUGHT TO YOU BY
 
UPFROG
System replacement leads from paid ads, nurtured and booked into sold jobs before your team arrives: upfrog.com
 
MARKETSTORM
An AI-powered advertising platform. Results vary by market, budget, and campaign configuration: https://marketstorm.ai/
 
CALLRAIL
CallRail's Voice Assist is a 24/7 AI voice assistant that answers every call, handles customer questions, and books jobs directly onto your calendar, all without you ever having to step away from the current job. Try Voice Assist for free today at voiceassist.com
 
BREEZY
Capture 25-30% more clients with Breezy AI Agents. Use code 'SBM' to book a demo and get $500 on us: https://partners.getbreezyapp.com/sbm/
 
PHONETAP
Your calls hold the key to growing your business. PhoneTAP gives you instant AI analysis, real customer lifetime value, and tools to coach your team. Learn more: phonetap.ai/demo
 
COMPANYCAM
Capture work, track job progress, and stay connected from the field to the office with photo documentation and AI tools that keep work moving. Start a free trial at https://companycam.com/
 
TRAINUAL
Trainual is an AI-powered training and knowledge platform for growing teams. Describe the training you need and it builds the steps, structure, and quiz: https://trainual.com/
 
NEXTIVA
Xpert from Nextiva is an AI agent that answers the calls that roll to voicemail, asks the right questions, quotes the job, books the appointment, handles rescheduling, and summarizes every call. Try it free for 30 days at https://www.nextiva.com/sbm
 
CONNECT WITH THE HOST AND GUESTS
 
Tersh Blissett: https://www.linkedin.com/in/tershblissett/
Eric Smith, Partner Marketing Manager at CallRail: https://www.linkedin.com/in/eric-smith1996/
Tyson Dudley, Partner Manager at JobNimbus: https://www.linkedin.com/in/tyson-dudley/
CallRail: https://www.callrail.com/
JobNimbus: https://www.jobnimbus.com/
 
ABOUT SERVICE BUSINESS MASTERY
 
Service Business Mastery helps home service owners run better, more profitable companies. Every week, Tersh Blissett and Josh Crouch break down the operations, technology, and leadership behind growing an HVAC, plumbing, or electrical business, with the operators actually doing the work. More at https://servicebusinessmastery.com/
 
Subscribe on YouTube and follow us on Spotify and Apple Podcasts so you never miss an episode. If this one helped, share it with an owner who needs it.
 
#ServiceBusinessMastery #HomeServices #MarketingAttribution #CallTracking #ContractorMarketing

Most home service companies lose the job before the truck ever rolls, and they never see it happen. Your close rate, not your lead count, is usually the real bottleneck, and the thing quietly dragging it down is trust. Rama Sreenivasan calls the missing piece visual empathy, and he built a company around it.

Rama is the co-founder and CEO of Blitzz, an app-free remote video platform used across roofing, solar, security, and electrical. In this episode, Tersh Blissett and Josh Crouch sit down with him to unpack why diagnosing a customer's problem over audio alone erodes trust, and how seeing the equipment, before you ever quote, turns more conversations into booked jobs.

You will hear what visual empathy actually is, why close rate beats deal flow, how a no-app video call documents a job with time-stamped photos and a report that beats the other five bidders, and where AI and AR fit in to back up a rookie tech in the field.

CHAPTERS
0:00 – AI and AR Backing Up Your Rookie Techs
2:00 – Meet Rama Sreenivasan of Blitzz
2:53 – From Chemical Engineer to Coining Visual Empathy
3:38 – What Visual Empathy Is and Why Audio-Only Support Fails
5:03 – Why Close Rate Beats Deal Flow
6:55 – How Blitzz Works: A Video Call With No App Download
8:10 – Time-Stamped Photos and a Report That Wins the Job
10:25 – Saving the Truck Roll by Walking Them Through the Fix
12:08 – Prospects Remember How You Made Them Feel
20:47 – AI Plus AR Plus the Human Element
30:51 – Where to Find Rama and Blitzz

THIS EPISODE IS BROUGHT TO YOU BY

UPFROG
System replacement leads from paid ads, nurtured and booked into sold jobs before your team arrives: upfrog.com

MARKETSTORM
An AI-powered advertising platform. Results vary by market, budget, and campaign configuration: https://marketstorm.ai/

CALLRAIL
CallRail's Voice Assist is a 24/7 AI voice assistant that answers every call, handles customer questions, and books jobs directly onto your calendar, all without you ever having to step away from the current job. Try Voice Assist for free today at voiceassist.com

BREEZY
Capture 25-30% more clients with Breezy AI Agents. Use code 'SBM' to book a demo and get $500 on us: https://partners.getbreezyapp.com/sbm/

PHONETAP
Your calls hold the key to growing your business. PhoneTAP gives you instant AI analysis, real customer lifetime value, and tools to coach your team. Learn more: phonetap.ai/demo

COMPANYCAM
Capture work, track job progress, and stay connected from the field to the office with photo documentation and AI tools that keep work moving. Start a free trial at https://companycam.com/

TRAINUAL
Trainual is an AI-powered training and knowledge platform for growing teams. Describe the training you need and it builds the steps, structure, and quiz: https://trainual.com/

NEXTIVA
Xpert from Nextiva is an AI agent that answers the calls that roll to voicemail, asks the right questions, quotes the job, books the appointment, handles rescheduling, and summarizes every call. Try it free for 30 days at https://www.nextiva.com/sbm

CONNECT WITH THE HOSTS AND GUEST
Tersh Blissett: https://www.linkedin.com/in/tershblissett/
Josh Crouch: https://www.linkedin.com/in/josh-crouch/
Rama Sreenivasan, Co-Founder and CEO of Blitzz: https://www.linkedin.com/in/ramasreenivasan/
Blitzz: https://www.blitzz.co/

ABOUT SERVICE BUSINESS MASTERY

Service Business Mastery helps home service owners run better, more profitable companies. Every week, Tersh Blissett and Josh Crouch break down the operations, technology, and leadership behind growing an HVAC, plumbing, or electrical business, with the operators actually doing the work. More at https://servicebusinessmastery.com/

Subscribe on YouTube and follow us on Spotify and Apple Podcasts so you never miss an episode. If this one helped, share it with an owner who needs it.

#ServiceBusinessMastery #HomeServices #CloseRate #CustomerExperience #FieldService

The cheapest leads in your home service business are not on Google, they are already in your customer list. Email marketing is the channel most contractors ignore, and the numbers are almost unfair. Tim Jordan sent one basic newsletter last month and it produced 45 leads, for the price of a $40 email tool and ten minutes of work. Tim is a serial entrepreneur who bought or founded five companies by age 27, exited all but his window tinting business, and now runs Service Catalyst, a peer mentorship community for service owners. In this episode, Tersh Blissett and Josh Crouch sit down with him to unpack why emailing your existing customers is the highest-margin growth lever you have, and a few others most owners miss. You will hear the $40 newsletter that booked 45 leads, a case study where one email list sold $50,000 in extra work, why a peer group helps you see the blind spots you are too close to catch, and how an entry-level service like duct cleaning can open the door to a $15,000 system replacement. THIS EPISODE IS BROUGHT TO YOU BY UPFROG System replacement leads from paid ads, nurtured and booked into sold jobs before your team arrives: upfrog.com MARKETSTORM An AI-powered advertising platform. Results vary by market, budget, and campaign configuration: https://marketstorm.ai/ CALLRAIL CallRail's Voice Assist is a 24/7 AI voice assistant that answers every call, handles customer questions, and books jobs directly onto your calendar, all without you ever having to step away from the current job. Try Voice Assist for free today at voiceassist.com BREEZY Capture 25-30% more clients with Breezy AI Agents. Use code 'SBM' to book a demo and get $500 on us: https://partners.getbreezyapp.com/sbm/ PHONETAP Your calls hold the key to growing your business. PhoneTAP gives you instant AI analysis, real customer lifetime value, and tools to coach your team. Learn more: phonetap.ai/demo COMPANYCAM Capture work, track job progress, and stay connected from the field to the office with photo documentation and AI tools that keep work moving. Start a free trial at https://companycam.com/ TRAINUAL Trainual is an AI-powered training and knowledge platform for growing teams. Describe the training you need and it builds the steps, structure, and quiz: https://trainual.com/ CONNECT WITH THE HOSTS AND GUEST Tersh Blissett: https://www.linkedin.com/in/tershblissett/ Josh Crouch: https://www.linkedin.com/in/josh-crouch/ Tim Jordan, Co-Founder and President of Service Catalyst: https://www.linkedin.com/in/tim-jordan-18576633/ Service Catalyst: https://thecatalystcommunity.com/ SG Window Tint: https://sgwindowtint.com/ ABOUT SERVICE BUSINESS MASTERY Service Business Mastery helps home service owners run better, more profitable companies. Every week, Tersh Blissett and Josh Crouch break down the operations, technology, and leadership behind growing an HVAC, plumbing, or electrical business, with the operators actually doing the work. More at https://servicebusinessmastery.com/ Subscribe on YouTube and follow us on Spotify and Apple Podcasts so you never miss an episode. If this one helped, share it with an owner who needs it. #ServiceBusinessMastery #HomeServices #EmailMarketing #ContractorMarketing #SmallBusiness

If you have ever wondered why delegation keeps breaking down in your business, ADHD entrepreneurs have a specific answer, and a fix. Skye Waterson has built her whole company around it. As an ADHD strategist and founder of Unconventional Organisation, she comes in alongside founders, pulls the process out of their head, and builds the systems and team to run it. In this episode, Tersh Blissett and Josh Crouch, both ADHD entrepreneurs themselves, sit down with Skye to unpack why the ADHD brain resists systems, how to actually delegate without micromanaging, and the AI trap that quietly creates more work instead of less. You will hear why the same hyperfocus that built your company can look like chaos to your team, how to run a task list that finally lets you focus on the 20 percent that matters, and the trust-plus-transparency fix that makes delegation actually work. CHAPTERS 0:00 – Why It's Easy to Build Something With AI That Works Once 1:46 – Meet Skye Waterson, ADHD Strategist for Founders 4:00 – From a Surprise PhD Diagnosis to Building an ADHD Business 5:44 – What a Fractional Integrator Does for an ADHD Founder 11:25 – The Friction Between Your Analytical and Quick-Start Leaders 14:03 – Becoming the ADHD Translator for Your Team 16:27 – The Weekly CEO Meeting and the ADHD Task List 18:08 – The Would Be Nice Filter and Finding Your 20 Percent 23:54 – Turn Off Notifications: It Costs 7 to 15 Minutes to Refocus 26:45 – The Waiting Room Test for Real Emergencies 30:01 – Don't Build Something That Only Works on Your Claude 36:44 – Delegation Is Trust Plus Transparency, Not Cowboys 39:40 – Where to Find Skye and the ADHD Skills Lab THIS EPISODE IS BROUGHT TO YOU BY UPFROG System replacement leads from paid ads, nurtured and booked into sold jobs before your team arrives: upfrog.com MARKETSTORM An AI-powered advertising platform. Results vary by market, budget, and campaign configuration: https://marketstorm.ai/ CALLRAIL CallRail's Voice Assist is a 24/7 AI voice assistant that answers every call, handles customer questions, and books jobs directly onto your calendar, all without you ever having to step away from the current job. Try Voice Assist for free today at voiceassist.com BREEZY Capture 25-30% more clients with Breezy AI Agents. Use code 'SBM' to book a demo and get $500 on us: https://partners.getbreezyapp.com/sbm/ PHONETAP Your calls hold the key to growing your business. PhoneTAP gives you instant AI analysis, real customer lifetime value, and tools to coach your team. Learn more: phonetap.ai/demo COMPANYCAM Capture work, track job progress, and stay connected from the field to the office with photo documentation and AI tools that keep work moving. Start a free trial at https://companycam.com/ TRAINUAL Trainual is an AI-powered training and knowledge platform for growing teams. Describe the training you need and it builds the steps, structure, and quiz: https://trainual.com/ CONNECT WITH THE HOSTS AND GUEST Tersh Blissett: https://www.linkedin.com/in/tershblissett/ Josh Crouch: https://www.linkedin.com/in/josh-crouch/ Skye Waterson, ADHD strategist and founder of Unconventional Organisation: https://nz.linkedin.com/in/skye-waterson-026286204 Unconventional Organisation: https://www.unconventionalorganisation.com/ Listen to Skye's podcast, The ADHD Skills Lab, and find her on Instagram @unconventionalorganisation ABOUT SERVICE BUSINESS MASTERY Service Business Mastery helps home service owners run better, more profitable companies. Every week, Tersh Blissett and Josh Crouch break down the operations, technology, and leadership behind growing an HVAC, plumbing, or electrical business, with the operators actually doing the work. More at https://servicebusinessmastery.com/ Subscribe on YouTube and follow us on Spotify and Apple Podcasts so you never miss an episode. If this one helped, share it with an owner who needs it. #ServiceBusinessMastery #HomeServices #ADHDEntrepreneur #Delegation #Productivity