#179 HVAC, Plumbing & Electrical SOPs: Multi-Touchpoint Strategies for Business

In this episode of Owned and Operated, John Wilson sits down with Sam Preston — CEO of Service Scalers — to talk about the marketing asset that still quietly outperforms everything else in home services: your Google Business Profile (GBP). John and Sam break down why AI hasn’t disrupted GBP the way people expected, how Google reviews are now getting pulled directly into AI search results, and why “map pack visibility” remains the cheapest, highest-intent lead source in the game.They get tactical on what actually drives rankings and calls in 2026. Sam lays out the three biggest needle-movers — proximity, category/keyword strength, and reviews — and John shows how Wilson Companies invests roughly $10K/month into GBP because it drives roughly $500K/month in sales. They go deep on why location is a marketing decision, how to scale multiple profiles without overlapping service areas, and why most owners waste time optimizing tiny details before locking in the fundamentals.If your LSA performance is lagging, your organic lead volume feels capped, or you’re planning multi-location growth next year, this episode is the blueprint for turning GBP into a compounding growth engine.What You’ll LearnThe 3 ranking drivers that matter most: proximity, primary category, review cadenceWhy location is a marketing decision (and how it changes growth overnight)How to scale multi-trade businesses without confusing Google’s category systemThe real review strategy: frequency, volume, quality, and photos🎙️ Hosts & Guest Host: John Wilson  Guest: Sam Preston 📞 Sponsored by Quo — The Modern Business Phone for Service ProsMissed calls mean missed business. Quo (formerly OpenPhone) is the AI-powered phone system that logs calls, creates summaries, and automates follow-ups — keeping your team connected and customers happy.?🎁 Start your 7-day free trial and get 20% off your first six months HERE⏱️Brought to you by The Military VeteranIf you’re running a home service business and hiring feels slow, risky, or you’re just not seeing the leadership talent you need, TMV can help. They connect companies like yours with exceptional military veteran leaders, people who’ve already proven they can execute, adapt, and lead under pressure. And they do it fast, with a white-glove process that saves you weeks and avoids costly mis-hires.Want to see who’s out there? Book a Free Coaching session HEREShout Out to FieldPulse 🚀FieldPulse is an incredible Field Service Management platform Send Us Mail!More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Owned and Operated Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC📌 Disclaimer: Some links may include UTM parameters or affiliate relationships, meaning we may earn a commission if you make a purchase. Episodes may feature sponsors, but all opinions expressed are our own.

In this episode of Owned and Operated, John Wilson sits down with Ken Goodrich — legendary home services operator, turnaround specialist, and former CEO/Chairman of Goettl Air Conditioning & Plumbing — to unpack what it really takes to build, scale, and successfully exit a home service business.Ken shares the origin story that shaped his entire career: buying his first HVAC business at 25, getting crushed by payroll tax mistakes, and discovering The E-Myth at the exact moment everything fell apart. That wake-up call turned into a repeatable business-building playbook — one he’s used to build and sell six home service companies, including taking Goettl from $11M in revenue and losing $3M to $250M across 11 locations and 1,000+ employees.John and Ken dig into the real mechanics of multi-location growth: why most owners hit a wall, how daily scoreboards and call-by-call discipline keep branches aligned, and what changes before you have a full senior leadership bench. Ken also lays out his view on the “sweet spot” for exits, when to bring on capital, and why operators should treat every growth phase like a 1,000-day value creation sprint.If you’re thinking about acquisitions, preparing for multi-market expansion, or asking “when is the right time to take chips off the table?” — this episode is the blueprint.What You’ll LearnHow Ken used E-Myth systems to go from tech-owner chaos to scalable processThe multi-branch management cadence that keeps remote locations on-trackWhy “easy lead years” create sloppy habits — and how to run with a scarcity mindsetThe real EBITDA thresholds that change your exit options and multiples🎙️ Hosts & GuestHost: John Wilson Guest: Ken Goodrich 💼 Modernize is how smart contractors scale.With inbound calls, live transfers, and branded programs, Modernize connects you to ready-to-buy homeowners. Over 9M leads delivered and $4B+ in revenue generated.👉 Start growing 🔨Sponsored by WeSupplyTrades — Thousands of Plumbing, HVAC, and Hydronics parts shipped fast. Sign up free, save big, and get 20% off your first order with code OWNED20 HERE Send Us Mail!More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Owned and Operated Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC📌 Disclaimer: Some links may include UTM parameters or affiliate relationships, meaning we may earn a commission if you make a purchase. Episodes may feature sponsors, but all opinions expressed are our own.

In this episode, John Wilson sits down with Patrick Dichter, owner of AppleTree Business Services, to break down what “good accounting” actually looks like inside a growing home service business — and why financial clarity becomes a competitive advantage as you scale.John opens up about a hard truth: he didn’t get his first clean month-end close until last year, and it made almost a decade of decision-making harder than it needed to be. Patrick walks through the real stages most home service operators go through — from “Checkbook Charlie” to outsourced bookkeeping to in-house controllers — and the exact problems that show up at each stage.They dig into why growth eats cash even when the business is “doing everything right,” how bad accruals and broken CRM/accounting integrations quietly destroy margins, and what a simple cash forecast can do to keep you out of trouble. John also shares the painful lesson he learned in 2025: you can run a strong P&L and still get smoked on cash if you’re not thinking about the balance sheet.If you’ve ever asked “where’s my money?” while growing, struggled to trust your gross margin, or felt like your business is flying blind month-to-month — this one is for you.💼 Extra Special Thanks to Service Scalers!We’ve been partnering with Service Scalers to maximize our Local Service Ads (LSAs) and optimize our Google My Business profiles, and the results have been incredible. With hundreds of thousands in sales and 900+ calls in a single week, GMBs are now our top-performing organic lead channel.Want to learn how Service Scalers can do the same for you? 🔗Check Them Out Here 💼 Modernize is how smart contractors scale.With inbound calls, live transfers, and branded programs, Modernize connects you to ready-to-buy homeowners. Over 9M leads delivered and $4B+ in revenue generated.👉 Start growing   🚀 Huge Shoutout to SupplyHouse!When it comes to fast turnaround times, SupplyHouse has our back! With 250,000+ SKUs covering plumbing, HVAC, and electrical, they make sure we get the right materials—fast and hassle-free.💡Their Trademaster program offers free shipping, returns, and discounts, all with no membership fee. Use promo code SH5 for five percent off your first order— Code is valid through 9/30/2025.🔗 Check them out & level up your supply game here  🎙️ Hosts & GuestHost: John Wilson — x.com/@WilsonCompaniesGuest: Patrick Dichter — AppleTree Business Services Website: appletreebusiness.com Socials: @PatrickDichter (Twitter/X), LinkedInSend Us Mail!More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Owned and Operated Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC📌 Disclaimer: Some links may include UTM parameters or affiliate relationships, meaning we may earn a commission if you make a purchase. Episodes may feature sponsors, but all opinions expressed are our own.

In this episode, John Wilson is on-site in Chicago with Aizik Zimerman, owner of J.Blanton Plumbing, to break down how one of the fastest-growing plumbing companies in the country built a sewer and drain growth engine. Since buying the $6M Jay Blanton business at the end of 2022, Aizik has scaled it to ~$25M this year and a $30M run rate — and nearly half that growth is coming from sewers. They unpack the investments, the operational build-out, and the marketing + sales system that turned trenchless lining into a repeatable, high-volume profit center. Aizik shares the exact playbook behind his “Unclogs for Dogs” offer, why they send salespeople with cameras first (no junior drain tech flip), and how they price lining as the cheaper alternative to excavation to beat inertia and win the market. If you’re trying to add $5–$10M of revenue through drains, improve close rates, or build a trenchless division that actually scales, this episode is a must-listen.What You’ll LearnThe 2022 → 2025 growth story: $6M to $25M+ and what changed operationallyWhy Aizik bet big on sewers while competitors stayed HVAC-heavyThe economics of lining vs. digging: pricing, margins, and why “cheaper lining” winsHow a $1M+ CapEx investment (UV curing trailers, jetting, prep teams) unlocked volume🔨Sponsored by WeSupplyTrades — Thousands of Plumbing, HVAC, and Hydronics parts shipped fast. Sign up free, save big, and get 20% off your first order with code OWNED20 Shout Out to FieldPulse 🚀FieldPulse is an incredible Field Service Management platform that helps you save hours each week while keeping your operations running smoothly. If you're looking to streamline your processes, stay competitive, and focus on what truly matters, FieldPulse is a game-changer!📅 Book your demo💼 Extra Special Thanks to Service Scalers!We’ve been partnering with Service Scalers to maximize our Local Service Ads (LSAs) and optimize our Google My Business profiles, and the results have been incredible. With hundreds of thousands in sales and 900+ calls in a single week, GMBs are now our top-performing organic lead channel. Want to learn how Service Scalers can do the same for you? 🔗Check Them Out Here 🎙️ Hosts & GuestHost John Wilson Guest Aizik ZimermanSend Us Mail!More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Owned and Operated Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC📌 Disclaimer: Some links may include UTM parameters or affiliate relationships, meaning we may earn a commission if you make a purchase. Episodes may feature sponsors, but all opinions expressed are our own.

In this episode, John Wilson sits down with Daryna Kulya, co-founder of Quo (formerly OpenPhone), to unpack one of the most underappreciated growth levers in home services: how you communicate as you scale. What starts as “one tech, one phone, one truck” quickly becomes a bottleneck once you’re trying to hire CSRs, build a call center, and stop missing leads. Daryna shares the real story behind Quo’s rebrand, why they’re building for the long term, and how modern phone + text workflows are evolving with AI.They dive into the hard operational truth most contractors learn too late: you don’t feel the communication pain until your customers already do. From missed calls, speed-to-lead, shared inboxes, and staffing by the hour (not the day), to AI call agents that outperform voicemail 3x, this is a tactical conversation for any operator trying to grow past the owner-operator stage. If you’re scaling HVAC, plumbing, electrical, restoration, or any service trade — and you want to stop leaking revenue through missed calls and messy handoffs — this one’s a must-listen.What You’ll LearnWhy Quo rebranded from OpenPhone — and what that signals about the future of communicationThe hidden scaling trap of using your personal cell numberWhen contractors hire CSRs too late (and step out too early)Why staffing by the day hides the real missed-call problem🎙️ Hosts & Guest Host John Wilson   Guest Daryna Kulya — Co-Founder, Quo (formerly OpenPhone)⏱️Brought to you by The Military VeteranIf you’re running a home service business and hiring feels slow, risky, or you’re just not seeing the leadership talent you need, TMV can help. They connect companies like yours with exceptional military veteran leaders, people who’ve already proven they can execute, adapt, and lead under pressure. And they do it fast, with a white-glove process that saves you weeks and avoids costly mis-hires.Want to see who’s out there? Book a Free Coaching session Below 💼 Shoutout to PayPerCall.ioStop paying for leads that don’t convert. With PayPerCall.io, you only pay when your phone rings with a qualified customer. Real calls. Real results.👉 Book your free call💼 Shoutout to ReferPro!Want more high-converting referral leads without the manual tracking and check-cutting? ReferPro helps home service companies generate, track, and reward referrals automatically—so you capture the revenue you’re already leaving on the table. 🔗 Book a demoSend Us Mail!More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Owned and Operated Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC📌 Disclaimer: Some links may include UTM parameters or affiliate relationships, meaning we may earn a commission if you make a purchase. Episodes may feature sponsors, but all opinions expressed are our own.

In this episode, John Wilson and Brandon Niro are joined by Zac Dearing from Mantel for a fast-paced, trivia-style breakdown of what homeowners actually want when buying HVAC and home services in 2025. Mantel just surveyed 500+ homeowners nationwide, and instead of guessing in the dark like most of the industry, we put real customer data on the board. John and Brandon compete to predict homeowner behavior — how many contractors people call, where they find you, what earns trust, how pricing impacts decisions, and what parts of the sales process truly move the needle.The results are a gut-check for any contractor, operator, or sales leader. Homeowners are still overwhelmingly finding contractors through Google and repeat relationships, AI search is basically nonexistent (despite all the noise), and reviews dominate how people assess quality. Even more interesting: millennials and baby boomers shop very differently, and the “price objection” narrative isn’t as universal as we treat it in training. If you’re trying to improve close rate, tighten your sales process, build real trust in the home, or decide how transparent to be with pricing and warranties, this episode is stacked with insights you can act on immediately.What You’ll LearnHow many contractors homeowners contact before choosing oneThe real top channels homeowners use to find contractors in 2025Why AI search (ChatGPT/Perplexity/Claude) isn’t driving discovery yet🎙️ Hosts & Guest Host John Wilson Co-Host Brandon Niro  Guest Zac Dearing💼 Shoutout to Quick Staffers LLC Need trained HVAC & plumbing CSRs at a fraction of the cost? Quick Staffers LLC specializes in placing top-tier global talent with the best SOPs and scripts. 🔥 Get $1,000 off your first placement here 💼Shoutout to Avoca AI!Looking to train your call center and improve technician performance? Avoca AI helps teams identify issues, improve call quality, and drive results from start to finish. 🔗 Schedule a demo💼 Shoutout to PayPerCall.ioStop paying for leads that don’t convert. With PayPerCall.io, you only pay when your phone rings with a qualified customer. Real calls. Real results.👉 Book your free callSend Us Mail!More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Owned and Operated Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC📌 Disclaimer: Some links may include UTM parameters or affiliate relationships, meaning we may earn a commission if you make a purchase. Episodes may feature sponsors, but all opinions expressed are our own.

In this episode, John Wilson sits down with Richard Dunbar of FieldPulse to dig into one of the most important — and often overlooked — levers for scaling a home service company: modernizing your operational platform. Whether you’re running HVAC, plumbing, electrical, restoration, or any specialty trade, the shift from legacy tools to a true field service management system (FSM) is one of the highest-ROI moves you can make. Richard and John break down how contractors are ditching whiteboards, Excel boards, paper invoices, and manual dispatching in favor of flat-rate pricing systems, centralized pricebooks, technician-friendly workflows, real-time visibility, and true operational clarity.What You’ll LearnWhy legacy systems cap your growthHow flat-rate pricing really worksWhere the real ROI of FSM software comes fromHow to remove friction from the entire customer journey The #1 mistake contractors make when trying to scale revenue 🎙️ Hosts & GuestHostJohn WilsonGuestRichard Dunbar — FieldPulse💼Shoutout to Avoca AI!Looking to train your call center and improve technician performance? Avoca AI helps teams identify issues, improve call quality, and drive results from start to finish. 🔗 Schedule a demo💼 Shoutout to Quick Staffers LLC Need trained HVAC & plumbing CSRs at a fraction of the cost? Quick Staffers LLC specializes in placing top-tier global talent with the best SOPs and scripts. 🔥 Get $1,000 off your first placement here 📞 Sponsored by Quo — The Modern Business Phone for Service ProsMissed calls mean missed business. Quo (formerly OpenPhone) is the AI-powered phone system that logs calls, creates summaries, and automates follow-ups — keeping your team connected and customers happy.?🎁 Start your 7-day free trial and get 20% off your first six months HERE Send Us Mail!More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Owned and Operated Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC📌 Disclaimer: Some links may include UTM parameters or affiliate relationships, meaning we may earn a commission if you make a purchase. Episodes may feature sponsors, but all opinions expressed are our own.

In this episode, John Wilson and guest Rich Jordan dig into one of the scariest (and most valuable) moves you can make in home service: rebranding multiple companies into a single brand.Rich runs three acquired companies across New Hampshire and New Jersey…and he’s in the middle of rolling them all into one new identity: High Ground Service Pros. They walk through why he’s willingly tearing down a strong local brand (Sanford), what’s driving the decision, and how he’s trying to avoid losing customers, culture, or SEO in the process.From “house of brands” vs “branded house” to truck wraps, domains, Google Business Profiles, and core values (“seize the high ground”), this is a tactical conversation for anyone growing through acquisition or multi-market expansion.What You’ll LearnWhen to keep multiple brands vs. going all-in on one — and how that choice impacts growth, culture, and marketing.How to execute a rebrand without losing customers — scripts, GBPs, websites, and call center tactics that actually work.Where the real ROI comes from — SEO, media, and operational focus once every truck and trade is under a single name.🎙️ Hosts & GuestHost John Wilson Guest Rich Jordan 💼 Big Reputation — Stop chasing reviews and watching competitors outrank you. Big Reputation is the AI-powered review + SEO platform built for home service pros. Automate review generation, respond with AI, track local SEO, and integrate with your CRM. Setup is free, and your first month’s on the house.👉 Book your demo📞 Sponsored by Quo — The Modern Business Phone for Service ProsMissed calls mean missed business. Quo (formerly OpenPhone) is the AI-powered phone system that logs calls, creates summaries, and automates follow-ups — keeping your team connected and customers happy.?🎁 Start your 7-day free trial and get 20% off your first six months at💼 Special Thanks to AppleTree Business Services!One of the most common and expensive mistakes in acquisitions is not getting serious about accounting. Whether you’re buying a business or running one, you need the right financial partner. That’s why we’ve partnered with AppleTree Business Services — a one-stop shop fluent in tools like ServiceTitan and Housecall Pro.👉 Listeners get a free tax & financial review, plus 10% off quality of earnings when buying a business. Visit https://appletreebusiness.com and tell Patrick Owned and Operated sent you!Send Us Mail!More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Owned and Operated Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC📌 Disclaimer: Some links may include UTM parameters or affiliate relationships, meaning we may earn a commission if you make a purchase. Episodes may feature sponsors, but all opinions expressed are our own.

In this episode, John Wilson and co-host Jack Carr unpack one of the biggest transitions in home service — going from owner to operator. What does it really take to scale beyond yourself? We dive deep into building layers of leadership, knowing when to delegate, hiring vs. promoting internally, and what the first real leadership hire should look like. From service managers and field supers to accountability systems and EOS, this one’s for owners ready to break through bottlenecks and build real organizational depth.You’ll hear real playbooks from $1M to $40M+ companies—how John and Jack each handled growth bottlenecks, where they stumbled, and what they’d do differently.What You’ll LearnBottlenecks by Design: How to identify when you’ve outgrown your org chart. First Leaders: The real tipping point for adding service managers, CSRs, and field supers. Hiring vs. Promoting: When internal leadership makes sense—and when it doesn’t. Accountability That Sticks: How to keep KPIs and culture aligned as you scale. Delegation Done Right: The tasks owners should’ve offloaded yesterday. Revenue-Focused Management: Why your first manager should drive numbers, not just tech skill.🎙️ Hosts John Wilson Jack Carr Shout Out to FieldPulse 🚀FieldPulse is an incredible Field Service Management platform that helps you save hours each week while keeping your operations running smoothly. If you're looking to streamline your processes, stay competitive, and focus on what truly matters, FieldPulse is a game-changer!📅 Book your demo HERE🔨Sponsored by WeSupplyTrades — Thousands of Plumbing, HVAC, and Hydronics parts shipped fast. Sign up free, save big, and get 20% off your first order with code OWNED20 HERE💼 Big Reputation — Stop chasing reviews and watching competitors outrank you. Big Reputation is the AI-powered review + SEO platform built for home service pros. Automate review generation, respond with AI, track local SEO, and integrate with your CRM. Setup is free, and your first month’s on the house.👉 Book your demoSend Us Mail!More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Owned and Operated Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC📌 Disclaimer: Some links may include UTM parameters or affiliate relationships, meaning we may earn a commission if you make a purchase. Episodes may feature sponsors, but all opinions expressed are our own.

In this episode, John Wilson and co-host Jack Carr break down how home-service companies can actually future-proof in 2025: flattening org charts, using AI to nuke overhead, building adaptable teams, and keeping a balance sheet that can take a 30% punch. We get into real numbers (gross margin, overhead targets, EBITDA), how to think about “risk on” vs. “risk off,” and why the middle of the market gets squeezed when big operators cut costs with automation.You’ll hear play-by-plays on automating call centers, choosing what to systematize vs. keep human, when to de-lever, and how to bob-and-weave against giants who pass cost savings straight into marketing.What You’ll LearnPeople vs. Systems: The two ways to future-proof—and how to train for adaptability.Automation That Moves the P&L: Where AI actually drops overhead (call center, dispatch, admin).Healthy by Design: Gross margin, overhead, and cash targets that create real nimbleness.Debt & “Risk Off”: How interest rates change the game and when to prioritize de-levering.Competing with Giants: What to do when national players cut cost structures by ~8–10 pts.Numbers First: Why you can’t future-proof if you don’t know your break-even.🎙️ HostsJohn Wilson Jack Carr 🔨Sponsored by WeSupplyTrades — Thousands of Plumbing, HVAC, and Hydronics parts shipped fast. Sign up free, save big, and get 20% off your first order with code OWNED20 HERE💼 Modernize is how smart contractors scale.With inbound calls, live transfers, and branded programs, Modernize connects you to ready-to-buy homeowners. Over 9M leads delivered and $4B+ in revenue generated.👉 Start growing    Shout Out to FieldPulse 🚀FieldPulse is an incredible Field Service Management platform that helps you save hours each week while keeping your operations running smoothly. If you're looking to streamline your processes, stay competitive, and focus on what truly matters, FieldPulse is a game-changer!📅 Book your demoSend Us Mail!More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Owned and Operated Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC📌 Disclaimer: Some links may include UTM parameters or affiliate relationships, meaning we may earn a commission if you make a purchase. Episodes may feature sponsors, but all opinions expressed are our own.