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Service Business Mastery - Business Tips and Strategies for the Service Industry

Tersh Blissett

Service business mastery is a podcast that helps business owners and managers succeed in business by sharing tips on leadership, marketing, financials, pricing, HR and much more.

  • 49 minutes 28 seconds
    How AI Automation is Transforming Customer Service for HVAC and Plumbing Companies with Tyson Chen

    Welcome to the Service Business Mastery Podcast!

    Visit our website for more episodes and insights! www.servicebusinessmastery.com

    In this episode, hosts Tersh Blissett and Joshua Crouch are joined by Tyson Chen, Co-Founder of Avoca AI, to discuss how technology is transforming the service industry. 📞💡

    Tyson dives into the innovative tools Avoca offers, helping businesses improve booking rates, streamline operations, and deliver exceptional customer service. From automating everyday tasks to reducing call center overhead, this conversation is packed with actionable strategies to enhance efficiency and drive growth in your business. 🚀📈

    In this episode, here's what you can expect to learn: 

    • How modern tools like Avoca are helping businesses increase booking rates and improve efficiency.

    • The benefits of automating call handling and customer interactions to save time and resources.

    • Strategies for introducing new technologies into your business while maintaining a personal touch.

    • Insights into combining technology and human expertise to deliver better results.

    • How service companies are scaling and cutting costs while enhancing customer satisfaction.

    If you enjoy the episode, please don’t hesitate to leave us a review (5 stars preferably 😉)

    Links & References:

    LinkedIn: 

    Website:

    This episode is kindly sponsored by:

     

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    29 January 2025, 11:00 am
  • 57 minutes 58 seconds
    Redefining Customer Service with AI Tools for Call Centers & Operators | Boris Valkov & Dave Schmidt

    Welcome to the Service Business Mastery Podcast!

    Visit our website for more episodes and insights! www.servicebusinessmastery.com

    In this episode, host Tersh Blissett is joined by Boris Valkov, CEO of Lace, and Dave Schmidt, Director of Operations at Frederick Air, to explore the transformative impact of AI in the service industry. 🤖📞

    Boris shares cutting-edge insights into how Lace's AI-driven platform uncovers lost revenue and optimizes call center performance, while Dave reveals real-world results from implementing these tools in his HVAC business. From boosting booking rates to creating a data-driven culture, this conversation is a goldmine of strategies for service business leaders aiming to scale and innovate. 💡📈

     In this episode, here's what you can expect to learn: 

    • How AI-driven tools like Lace are uncovering lost revenue opportunities in call centers.

    • The role of actionable data in improving booking rates and making smarter decisions.

    • Strategies to create a technology-friendly culture that drives business success.

    • Insights into hybrid operations with AI agents for better customer experiences.

    • A deep dive into how Frederick Air boosted booking rates from 75% to 98%.

    If you enjoy the episode, please don’t hesitate to leave us a review (5 stars preferably 😉)

    Links & References:

    LinkedIn: 

    Website:

    This episode is kindly sponsored by:

     

    Connect with us!

    Affiliate links:

    22 January 2025, 11:00 am
  • 1 hour 1 minute
    Membership Strategies for HVAC Professionals to Boost Customer Retention with Billy Stevens

    Welcome to the Service Business Mastery Podcast!

    Visit our website for more episodes and insights! www.servicebusinessmastery.com

    In this episode, hosts Tersh Blissett and Joshua Crouch are joined by Billy Stevens, founder of Sera Systems and a pioneer in revolutionizing the service industry. 🚀💡

    Drawing on his decades of experience in HVAC and plumbing, Billy unpacks how to optimize business operations, transition to membership models, and leverage hyperlocal branding to drive growth. From the power of AI-driven efficiency to strategies for retaining customers, this conversation is packed with practical insights to help service professionals thrive in today’s competitive landscape. 🔧📈

    In this episode, here's what you can expect to learn: 

    • How to transition from selling products to building long-term customer relationships.

    • The key differences between traditional maintenance plans and membership models—and why the latter is a game changer.

    • Practical strategies to boost booking efficiency and improve first-call resolution rates.

    • How hyperlocal branding and community events can transform your customer acquisition strategy.

    • A sneak peek into how AI-driven tools, like Sera, are shaping the future of the service industry.

    If you enjoy the episode, please don’t hesitate to leave us a review (5 stars preferably 😉)

    Links & References: LinkedIn: 

    Website:

    This episode is kindly sponsored by:

     

    Connect with us!

    Affiliate links:

     

    15 January 2025, 11:00 am
  • 59 minutes 45 seconds
    How to Convert More Leads into Paying Customers with Kevin LeSage and Jonathan Torrey

    Welcome to the Service Business Mastery Podcast!

    Visit our website for more episodes and insights! www.servicebusinessmastery.com

    In this episode, hosts Tersh Blissett and Joshua Crouch are joined by Kevin LeSage, CEO of SearchLight and Jonathan Torrey, Director of Marketing at SearchLight. A cutting-edge analytics platform for the service industry. 📊💡

    With backgrounds in digital marketing and a passion for operational excellence, Kevin and Jonathan share how Searchlight connects marketing efforts directly to revenue, helping contractors optimize their investments and streamline operations. From addressing unsold estimates to leveraging technician performance data, this episode is packed with actionable strategies to help service businesses thrive in today’s competitive market. 🚀🔧

    In this episode, here's what you can expect to learn: 

    • How to use data analytics to connect marketing investments directly to revenue.

    • The limitations of traditional metrics like cost-per-lead and the importance of customer acquisition costs.

    • Strategies to capitalize on unsold estimates and convert them into revenue.

    • The role of data in bridging marketing and operational inefficiencies.

    • Insights into future trends, including technician performance metrics and advanced CRM integrations.

    If you enjoy the episode, please don’t hesitate to leave us a review (5 stars preferably 😉)

    Links & References:

    LinkedIn: 

    Website:

    This episode is kindly sponsored by:

     

    Connect with us!

    Affiliate links:

    8 January 2025, 11:00 am
  • 47 minutes 53 seconds
    The Secret to Calculating True Billable Hours for Contractors with Ruth King

    Welcome to the Service Business Mastery Podcast!

    Visit our website for more episodes and insights! www.servicebusinessmastery.com

    In this insightful episode, hosts Tersh Blissett and Joshua Crouch are joined by financial expert Ruth King to tackle one of the most pressing challenges for contractors: mastering the financial side of their business. Ruth, an accomplished author, speaker, and advisor, shares practical strategies to improve profitability, manage overhead, and avoid common mistakes that can cost your business dearly.

    If you’ve ever struggled to understand your finances or wondered how to make your business more profitable, this episode is for you. Ruth provides clear, actionable advice that you can implement immediately to start seeing results.

    She also provides a two-day, on-site training program “Building Profit and Wealth School”. 

     

    Register Now: https://keap.page/rk139/building-profit-and-wealth.html

     

    In this episode, here's what you can expect to learn: 

    • Why billable hours are the cornerstone of revenue generation for contractors.

    • How to avoid the most common financial mistakes that could cost your business thousands.

    • The role of inventory management in boosting business valuation and ensuring accurate financial reporting.

    • Practical tips for calculating overhead costs and net profit per billable hour.

    • How to design a maintenance program that is profitable and sustainable.

     

    If you enjoy the episode, please don’t hesitate to leave us a review (5 stars preferably 😉)

    Links & References:

    LinkedIn: 

    Website:

    This episode is kindly sponsored by:

     

    Connect with us!

    Affiliate links:

     

    1 January 2025, 11:00 am
  • 25 minutes 41 seconds
    Why I Coach My Competition and Invite Them Into My Business with Tommy Mello

    Welcome to the Service Business Mastery Podcast!

    Visit our website for more episodes and insights! www.servicebusinessmastery.com

    In this episode, hosts Tersh Blissett and Joshua Crouch are joined by Tommy Mello, founder of A1 Garage Door Service  at the Home Service Freedom Event 2024. Tommy is a recognized leader in the home service industry. 🚀

    He shares his journey of building a multimillion-dollar business, emphasizing the power of strong vendor relationships, leveraging technology, and fostering a culture of giving back. From scaling his business to prioritizing personal health for leadership clarity, Tommy offers actionable insights for service business owners looking to scale and succeed.

    In this episode, here's what you can expect to learn: 

    • How Tommy scaled A1 Garage Door Service into a multimillion-dollar business.

    • Why giving back and building partnerships drive industry success.

    • The role of personal health in effective leadership.

    • Key tech tools that streamline operations in service businesses.

    • How to adopt a growth-focused mindset to stay competitive.

    If you enjoy the episode, please don’t hesitate to leave us a review (5 stars preferably 😉)

    Links & References:

    LinkedIn: 

    Website:

    This episode is kindly sponsored by:

     

    Connect with us!

    Affiliate links:

     

    26 December 2024, 11:00 am
  • 35 minutes 43 seconds
    Why AI Will Be the Biggest Technological Revolution of Our Lifetime with Boris Valkov

    Welcome to the Service Business Mastery Podcast!

    Visit our website for more episodes and insights! www.servicebusinessmastery.comIn this episode, hosts Tersh Blissett and Joshua Crouch sit down with Boris Valkov, Co-Founder & CEO of Lace, live from the Service World Expo 2024 in Orlando, to explore how AI is revolutionizing service-based businesses. 🤖📊

    Boris, an expert in AI and former member of Meta’s PyTorch team, shares actionable insights on leveraging AI to optimize call center performance, boost booking rates, and increase revenue without extra marketing spend. He also discusses the future of AI-driven tools, balancing innovation with simplicity, and redefining operations in the service industry. 🚀✨

     

    In this episode, here's what you can expect to learn: 

    • Why AI is set to revolutionize service businesses and transform call centers.

    • Practical ways to leverage AI for real-time call data analysis and team coaching.

    • Steps to improve booking rates and revenue without additional marketing spend.

    • The importance of fast product iterations and simplified AI implementations.

    • Future trends in AI-driven tools reshaping traditional business operations.

    If you enjoy the episode, please don’t hesitate to leave us a review (5 stars preferably 😉)

    Links & References:

    LinkedIn: 

    Website:

    Book a demo at Lace.AI to see how their AI solutions compare to what you’re using today: https://www.lace.ai/demo

    This episode is kindly sponsored by:

     

    Connect with us!

    Affiliate links:

     

    18 December 2024, 11:00 am
  • 37 minutes 59 seconds
    How to Transform Your Business with Disney-Style Customer Experience Strategies with John Formica

    Welcome to the Service Business Mastery Podcast!

    Visit our website for more episodes and insights! www.servicebusinessmastery.com

    In this episode, hosts Tersh Blissett and Josh Crouch are live from Service World Expo 2024, joined by John Formica, a former Disney leader and expert in customer experience transformation. 🎢✨ Drawing from over 30 years in the service and hospitality industry, including a decade at Disney Resorts, John shares how businesses can create magical moments for customers, build loyalty, and foster a thriving team culture. From leveraging Disney’s “plus one” philosophy to hiring for cultural fit, this conversation offers actionable insights to help service professionals stand out in a competitive market. 🌟💼

     

    In this episode, here's what you can expect to learn: 

    • How to design customer experiences that build loyalty and stand out from competitors.

    • The difference between customer service and creating memorable customer experiences.

    • Actionable tips from Disney’s “plus one” strategy to enhance service delivery.

    • How leadership influences culture and drives team performance.

    • Best practices for hiring employees who align with your company values.

     

    If you enjoy the episode, please don’t hesitate to leave us a review (5 stars preferably 😉)

    Links & References:

    LinkedIn: 

    Website:

    This episode is kindly sponsored by:

     

    Connect with us!

    Affiliate links:

     

    11 December 2024, 11:00 am
  • 39 minutes 20 seconds
    How AI Can Keep Your Business Competitive and Meet Customer Demands with Rocky Ozaki

    Welcome to the Service Business Mastery Podcast!

    Visit our website for more episodes and insights! www.servicebusinessmastery.com

    In this episode, hosts Tersh Blissett and Joshua Crouch are joined by Rocky Ozaki, founder of Now of Work, live from the Nexstar Super Meeting, to discuss how AI is reshaping the future of work, especially for service-based businesses. 🤖📈

    Rocky Ozaki, a digital transformation expert, shares practical insights on adopting AI to streamline operations, improve decision-making, and enhance customer interactions. Speaking at the Nexstar event, he highlights strategies to balance automation with human touch while staying ahead of emerging tech trends like IoT, 5G, and blockchain. 🚀✨ 

    In this episode, here's what you can expect to learn: 

    • Why adopting AI is crucial for staying competitive in service industries.

    • Steps to introduce AI gradually without overwhelming teams.

    • Balancing automation with a human touch for customer trust.

    • Using AI-driven tools to improve efficiency and customer service.

    • Future AI trends, from smarter decision tools to advanced automation. 

    If you enjoy the episode, please don’t hesitate to leave us a review (5 stars preferably 😉)

    Links & References: LinkedIn: 

    Website:

    This episode is kindly sponsored by:

     Connect with us!

    Affiliate links:

     

    4 December 2024, 11:00 am
  • 32 minutes 56 seconds
    How HVAC Contractors Overcome Regulatory Roadblocks for Quality Service with Terry McIver

    Welcome to the Service Business Mastery Podcast!

    Visit our website for more episodes and insights! www.servicebusinessmastery.com

    In this episode, host Tersh Blissett is joined by Terry McIver, seasoned editor at Contracting Business, to explore the latest shifts in the HVAC industry and the power of community among trade professionals. 🔧📈

    With over 18 years in trade publishing, Terry shares his insights on how podcasting and industry events have helped contractors connect, learn, and adapt to new technologies and regulatory changes. They also discuss the growing role of AI in content creation and the challenges of navigating digital transformation in the HVAC world. Contracting Business remains dedicated to providing valuable information and support for HVAC professionals, helping them thrive in a rapidly evolving industry. 🌍💼

     

    In this episode, here's what you can expect to learn: 

    • How technology and regulations are reshaping the HVAC industry.

    • The early days of HVAC podcasting and its impact on the contractor community.

    • Networking benefits of events like BDR for industry growth and learning.

    • The role of AI in content creation and managing misinformation in HVAC.

    • Terry McIver’s insights on running a trade publication and the value of reliable information.

     

    If you enjoy the episode, please don’t hesitate to leave us a review (5 stars preferably 😉)

    Links & References:

    LinkedIn: 

    Website:

    This episode is kindly sponsored by:

     

    Connect with us!

    Affiliate links:

     

     

    27 November 2024, 11:00 am
  • 1 hour 3 minutes
    How AI Boosts Productivity and Streamlines Operations in Service Industries with Jonathan Mast

    Welcome to the Service Business Mastery Podcast!

    Visit our website for more episodes and insights! www.servicebusinessmastery.com

    In this episode, hosts Tersh Blissett and Joshua Crouch are joined by Jonathan Mast, founder of White Beard Strategies, a company focused on helping small businesses work smarter with AI. 🧠🤖

    With nearly two decades in digital marketing, Jonathan now specializes in using AI tools like ChatGPT, Claude, and Gemini to streamline business operations and empower teams. His expertise in prompt engineering and AI-driven solutions supports business owners in cutting down on routine tasks, creating effective SOPs, and improving response times. White Beard Strategies is dedicated to helping businesses stay competitive by adopting AI tools that simplify processes and improve overall effectiveness. 🚀📈✨

     

    In this episode, here's what you can expect to learn: 

    • How AI can help small businesses save time on routine tasks and boost team productivity.

    • Practical tips for using AI to create clear, effective SOPs, making training and processes easier.

    • The growing importance of prompt engineering and how it helps get the best results from AI tools.

    • Ways to use AI for quicker response times and better customer interactions.

    • Insights on adopting AI without affecting job security, creating a supportive environment for team members.

    If you enjoy the episode, please don’t hesitate to leave us a review (5 stars preferably 😉)

    Links & References:

    LinkedIn: 

    Website:

    This episode is kindly sponsored by:

     

    Connect with us!

    Affiliate links:

    20 November 2024, 11:00 am
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