
The Home Service Expert Podcast Wealth Hacks and Motivation for Entrepreneurs with Tom Howard
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Oct 20, 2025 Tom Howard, VP of Customer Experience at ServiceTitan with extensive experience in HVAC and plumbing, shares his insights into leadership and personal growth. He emphasizes the importance of swift follow-ups to maximize leads and discusses the competitive edge local operators have over private equity through grassroots marketing. Tom also dives into the significance of making strategic hires and managing setbacks, while offering advice on adapting to technological changes. Additionally, he highlights the link between effective branding and long-term success.
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Letting A Top Employee Leave For A Bigger Opportunity
- Tom described letting Tyson Freeman join ServiceTitan because the opportunity was better for Tyson's family.
- He prioritized employee growth over keeping a star staffer, trusting the business would adapt.
Treat Your Business As A Conversion Funnel
- Analyze your business as a funnel: leads → bookings → conversions → ticket → profitability.
- Fix the weakest funnel stages first (booking rate, field conversion, cancellations) before scaling lead volume.
Call Web Leads Within Minutes (Speed To Lead)
- Prioritize speed-to-lead: call web leads within 30–90 seconds to drastically improve booking rates.
- Use automated SMS then immediate call to catch prospects before they drop their phone.




