What do you focus on for end of year planning? What goals do you focus on?
We are wrapping up 2025 with our standard end of year planning. We just grew 45% over last year. A great year for the most part. What are some of you doing to grow in 2026? What are your goals? What is some of the most important data you are reviewing? How do you include your team?
💡 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: 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. 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. 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.Which moments make you smile as a business owner?
Yesterday as I was doing some exclusion work for a residential customer, I had a moment that just made me feel so happy and couldn't help smile. I finally took the leap and started my own company in a field that I am a true professional! I am finally doing this for myself. This is my business. I am my own boss. I am not working for the man anymore. I was swept away by this feeling of pride and joy knowing that I am doing something I have been dreaming of for 5 years. It filled me up with such a positive glow. I really and truly hope everyone gets these moments sometime during your day. It's small things like this that keep you going. It softens the blows when you have a bad day or letting the negative thoughts move in. We are all going to have those stressful times, scary times, hard times... but when you get these positive feelings, take it all in and enjoy that sense of pride.Who is running off of EOS? How has it helped your business grow?
I am a member of a local BNI group. Recently I had a EOS coach join my BNI chapter. I did a free 90 minute consultation with him on EOS. I am looking at potentially making the investment to hire them and fully implement EOS into my business. I'm just curious how it is working for others before jumping into it. EOS is based off the book, "Traction" my Gino Wickman.The next level...what does it look like?
I am slowly getting to the point where a mental conversation with myself is happening where I am thinking about having a second pair of hands to help me and my business. I have always thought that would look like simply having a full-time employee, but lately I have been thinking about going in a different direction. I have imagined having a partner or a second owner working with me, and we would both just be working to build a business together. Have them own their own vehicle, get their own supplies and generate their own leads. Does this make sense to anyone? Would it be better just to pay someone a salary or hourly and have them work for me? Or would it make sense to have a partner?Work/Life Balance. What does that look like?
I searched the forums and didn't find a good conversation regarding the work/life balance topic (link if you know of one). I found a great topic started by bedellmgmt a while ago about how he had to let go of his hobbies and the pursuit to get some back. How do you maintain a healthy balance in your life beyond work? Do you dive headfirst into your business and try to connect with family whenever you can? If this sounds familiar, how does your family feel about it—do they understand and support you? And perhaps the more profound question is this: Do you believe your company thrives because it takes priority, or do you think its success comes from achieving that work-life harmony? Many of us grapple with these dilemmas. I’ve experienced both sides myself. For me, one of my most important values has always been to provide for my family. Over 20 years ago, that meant putting in long hours—sometimes up to 100 a week—to achieve success. Unfortunately, it also meant missing out on precious moments with my kids, family, and friends. While I built a business that supports us financially, I often found myself thinking, "Why doesn't anyone seem to recognize the effort I'm putting in?" This focus on work led to some tensions at home because I was so absorbed in my career. They wanted me, and I was confused because I thought that was what I was giving them. Have you ever experienced that? And if you did, how did you overcome it?How do you Differentiate Yourself from Your Competition?
One of the frequent concerns we all hear from businesses in the service industry is their struggle to attract more customers due to competition from others offering similar services at lower prices. So, if you're a business owner committed to growth, what can you do to navigate this hurdle without resorting to undercutting your prices? First and foremost, it’s essential to recognize that if the only thing setting you apart is your price, potential customers will naturally gravitate toward the cheaper option. After all, who would willingly pay more for the same service? The real key to overcoming this pricing challenge is to highlight what makes your products and services unique in the eyes of your potential customers. So, what strategies are you using to draw new clients through your doors?Can we be real? What do you do on the days/weeks you just want to quit?
Occasionally, I will have days or weeks I just want to give up. I'm 9 years in. I have had a lot of ups and downs. I have learned hard lessons. I have experienced big wins and losses. And every once in a while I feel defeated. I try everything to grow and make my business better and then I find myself taking steps backwards and feeling exhausted over the thoughts of having to build something again. This could be team members leaving that I invested in, money I saved that I now have to spend on repairs, or unexpected losses, and the list goes on. We all have those days we feel like we just don't have what it takes to actually make it. What do you do? How do you keep moving forward? Share some hopeful stories. Share the worst stories and how you overcame. I don't want to hear how you just win all the time. Tell me the stuff that made you sleepless, the stuff that made you cry, and that stuff that you thought you just couldn't rise from. I need some encouragement that even when I think the worst is happening I can still overcome and keep moving forward and win!Minutes & Opportunities: How do they matter?
At the start of my journey in the service industry, an experienced mentor imparted a crucial piece of advice: “The service industry is all about minutes & opportunities” Back then, I struggled to grasp its full meaning, being young and still relatively new to both the industry and the complexities of life. He elaborated that in the service business, each minute counts. If you don’t seize opportunities, someone else will. If you neglect to track your time, you’ll find yourself adrift. If efficiency escapes you, survival may not be in the cards. As he shared his wisdom, the pieces began to fit, though it took years and the launch of my own company for me to truly understand the depth of his words. Do you track the minutes in your company? Did you find any valuable information from doing so? Opportunities often present themselves more than once – but only a handful of times Embrace the chances that come your way. Quote every project (within your expertise) that crosses your desk. Pursue every lead and respond to calls promptly. There’s wisdom in the saying, “The early bird gets the worm.” Generally, being the first contractor to return a call and provide a quote significantly boosts your odds of landing that job. If you begin to decline quotes, you might find opportunities dwindling. Potential clients don’t appreciate wading through mediocre offerings, so make sure to deliver exactly what they want right from the start. What steps have you taken in your company to ensure that calls are answered and emails are responded to promptly? Do you quote everything within your scope of work that comes in?
