Owned and Operated - A Plumbing, Electrical, and HVAC Business Growth Podcast

Daryna Kulya, co-founder of Quo, shares insights on enhancing communication in home service businesses. She discusses the critical need to separate personal and business numbers for effective scaling. Daryna reveals how using AI can significantly improve response times and team performance. They explore common pitfalls, like hiring customer service representatives too late and the importance of data-driven staffing. With practical tips on leveraging modern communication tools, this conversation is a goldmine for those looking to grow beyond the owner-operator stage.

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&OJohn's YouTube ChannelWeekly Newsletter Owned and Operated Leave a ReviewJohn 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 enlightening discussion, Richard Dunbar from FieldPulse, a field service management software expert, shares his insights on scaling service-based businesses. He emphasizes the importance of modernizing operations by ditching outdated tools for streamlined systems. Richard explains how flat-rate pricing benefits both technicians and customers while simplifying the sales process. They also highlight the necessity of operational clarity and real-time visibility, revealing that eliminating friction in the customer journey is crucial for growth.

Rich Jordan, an experienced operator of home-service companies, shares his dynamic journey of rebranding three acquired companies into High Ground Service Pros. He discusses the strategic reasons behind consolidating brands and outlines practical approaches to rebranding without losing customers, including utilizing call-center scripts and digital assets. Rich dives into the significant investment involved, estimated at $500K, while emphasizing the importance of maintaining SEO during the transition. Tune in for valuable insights into navigating multi-market operations and branding strategies!

John and Jack explore the critical transition from owner to operator in home services. They discuss identifying bottlenecks that hinder growth and knowing when to hire your first manager. The duo debates the merits of promoting internally versus hiring externally and emphasizes effective delegation. With insights from successful companies scaling from $1M to $40M+, they highlight the importance of accountability systems and revenue-focused management. Listeners will gain practical advice on building leadership layers and prioritizing sales to boost growth.

Explore how home-service businesses can thrive in 2025 by flattening organizational structures and leveraging AI to reduce overhead costs. Discover strategies for balancing automation with the human touch and the importance of adaptable teams. Learn about key financial metrics like gross margin, EBITDA, and the impact of interest rates on business health. Gain insights on competing against larger players and the necessity of understanding your break-even point for future success.

Brandon Schlicter, known as Investment Joy, is a serial operator and investor with a diverse portfolio including laundromats and roofing businesses. He shares how a viral laundromat video sparked his journey into a $20M commercial roofing company. Brandon discusses the critical shift from small to large investments, the significance of social media in attracting capital, and the complexities of union commercial roofing. He also emphasizes the importance of accurate estimating, managing cash flow, and the drive to create impactful content that inspires aspiring entrepreneurs.

A deep dive into consumer-centric strategies in home services takes center stage. Discover how a shift from lead generation to a full-funnel platform enhances customer experiences. Learn about answer engine optimization and its impact on search, providing fast tactics for businesses to improve visibility. The discussion highlights competitive dynamics, revealing how nimble operators can outperform larger players. Jamie and John share insights on prioritizing technology wisely and the significance of seamless financing solutions to close more jobs.

Discover how AJ and Noah transformed six new locations into a powerhouse generating over $170M without accumulating debt. They reveal their innovative strategies, including removing unnecessary management layers, and launching effective Zoom-based sales training. Learn about their 'never stop recruiting' approach, which helps maintain top talent, and the unique compensation structures that keep performance high. Their journey highlights the importance of agility and culture in scaling a home-service brand successfully.

Discover how Premier Home Pros skyrocketed from an idea at a dining-room table to $86M in just 24 months! Hear about their impressive 91% demo rate and why they switched to engineered stone to boost average ticket prices. Learn the secrets behind their rapid expansion, including a unique greenfield playbook and a lean P&L structure. They share insights on effective hiring, the value of a solid sales process, and strategies for scaling organizations while keeping a close eye on numbers. Ideal for entrepreneurs in the home service industry!