Forum Discussion

MrBackflow's avatar
MrBackflow
Contributor 3
24 days ago

💡 Deep Discussion

What core belief about running a home-service business did you have when you started that has since been completely overturned—and how has that single mindset shift reshaped the way you lead, hire, or serve customers today?

Ill start give you my answer first:

When I launched Mr. Backflow I was convinced that ​“if you’re the best technician in town, the phone will ring.”  
I poured every waking hour into mastering test gauges, pressure zones, and relief-valve anatomy—but assumed marketing, storytelling, and team culture were secondary noise.

Spoiler: being a backflow Jedi means nothing if homeowners don’t know what a backflow preventer is, why it fails, or who to trust when it leaks. My once-sacred belief—​“skill sells itself”—got obliterated in year one.

Here’s how flipping that mindset rewired the whole company:  

  1. Lead with clarity, not jargon  
     • We turned boring reports into photo-rich “device health cards” that read like a mechanic’s inspection sheet.  
     • Instagram reels now explain “Why that brass thing by your hose bib matters” in 15 seconds.  
     Result: service calls doubled and we collect a 5-star review on 4 out of every 5 jobs.
  2. Hire for empathy first, wrenches second  
     • New techs must role-play explaining a failed check valve to a curious grandma before they ever pick up a tester.  
     • I can train the plumbing; I can’t fake patience and good vibes.  
     Result: callbacks dropped 30 %, morale skyrocketed, and customers ask for techs by name.
  3. Systemize the story  
     • Automated email/SMS drip educates clients on backflow law, seasonal tips, and what to expect on-site.  
     • Team tablets generate on-the-spot quotes with “good / better / best” options—zero mystery pricing.  
     Result: average job value is up 18 % because clients actually understand the upsell.

Bottom line: the skill is still non-negotiable, but *communication* is the real differentiator. Once I stopped assuming expertise was enough—and started speaking human, hiring empathetic pros, and packaging our knowledge in bite-size ways—Mr. Backflow went from a one-man wrench show to the go-to clean-water problem solver in Carlsbad.

business advice
learning from mistakes
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success stories

2 Replies

  • EnergizeUs's avatar
    EnergizeUs
    Contributor 5
    9 days ago

    Love this question because mindset is the part most of us never get taught.

    When I first started, I believed if you just do great work, the business will grow.
    The skill would speak for itself.
    Customers would see the value.
    The reputation would handle the rest.

    But here’s what I learned real fast:

    Skill isn’t enough. Work ethic isn’t enough. Even being the best at your craft isn’t enough…
    if you can’t lead, communicate, and systemize what you do.

    The belief that changed everything for me.

     

  • Conrad's avatar
    Conrad
    Contributor 3
    9 days ago

    My experience has been exactly the same -  I started out aiming to improve my skills and quality of work to be the absolute best technician I could… and customers loved the work I did - but I was working 12+ hour days at times and still not getting paid as I should have been for the quality of work I was delivering. My life was going off track, I wasn’t fulfilling personal goals - the reason I started in the first place. 

    The first realisation was that I had created a job for myself, not a business. 

    Second was that the service I provide is actually the least important part of running a successful business. I framed it to myself that way because I already had the skills, I needed to prioritise other things.

    About 4 years ago I started making changes, deep diving into mindset, learning more about the business side and getting a hold on my numbers. Put on a permanent team member for the first time. 

    Earlier this year we joined a business coaching program, and that’s been a wild ride so far. Now we are making big steps in the direction of growing the business. Revenue has almost doubled since last FY and this is has been our most profitable year ever. 

    In a way providing the service is the least important part because the majority of people don’t even want a 10/10 pristine job (they don’t have the eye for that level of detail and don’t know what they’re looking at anyway) and won’t notice if it’s only 80-90% of the way to perfect. But there is a LOT of other stuff that is way more important in being able to stay profitable and scale the business.