The Home Service Expert Podcast
00:24:21 · Tommy Mello, Zach Deering
[00:24:21] S3: Well, well, I wanna just... On Amazon Yeah. I've I've heard that their internal Net Promoter Score is not great. Their internal clients don't feel the love. I've heard they obsess over the true client at home doing the shopping experience, but I've heard... And by the way, when a company grows that fast, it's hard to keep the wheels on to make sure everyone's happy. Those guys work in the factory. But but anyways, let's go to McKinsey. [00:24:45] S0: Totally. I think at McKinsey, it's... I think the really humbling part was spending time in Fortune 15, Fortune 500 businesses is just an appreciation for what scale is like and just how hard it is to scale businesses. Right? Like, a five person business is fundamentally an incredibly different animal than a 50,000 person business, and I think it can be easy if you're working smaller organizations to be like, hey, why does this 50,000 person organization struggle? Right? Like, they have 50,000 people seemingly. Right? They should have all these resources, but that coordination and effort to get everyone on the same page is no small thing. So how do you build the mechanisms in place to make sure that you are constantly communicating to every stakeholder?
00:24:45 · Zach Deering, Tommy Mello
[00:24:45] S0: Totally. I think at McKinsey, it's... I think the really humbling part was spending time in Fortune 15, Fortune 500 businesses is just an appreciation for what scale is like and just how hard it is to scale businesses. Right? Like, a five person business is fundamentally an incredibly different animal than a 50,000 person business, and I think it can be easy if you're working smaller organizations to be like, hey, why does this 50,000 person organization struggle? Right? Like, they have 50,000 people seemingly. Right? They should have all these resources, but that coordination and effort to get everyone on the same page is no small thing. So how do you build the mechanisms in place to make sure that you are constantly communicating to every stakeholder? [00:25:30] S3: It's a tough feat, man. I got 1,250, and and it's something I struggle with. And it's something where we did a survey. It's a a blind survey, so it was anonymous. And a lot of people felt like they didn't have enough impact and things that would affect their work. Sure. And it's... I always say if I was Henry Ford and I think he probably did a great job of this is talking to the guys on the assembly line to get it better. Yeah. And it's something to where it's a leadership thing. It's a lot of discussions on how do we get them involved in the conversation.
00:26:03 · Tommy Mello, Tommy Mello
[00:26:03] S2: Hey. I hope you're enjoying today's episode. Quick question for you. What happens when you get in a room with contractors making over a $100,000,000 who've already achieved what you want and figured out solutions to your challenges? I've watched over 6,100 contractors come to freedom, and so many of them ended up doubling their goals because they finally saw what's actually possible. One guy told us, it reshaped what I think is possible. Another said, it made us reach for greater heights we never thought possible. That's what happens when you're around a $100,000,000 plus owners showing you what's really possible in this industry. Listen, Freedom twenty twenty six at Mandalay Bay in Las Vegas, October twenty six to twenty eight is going to be even better. We're finalizing speakers right now, so I can't share more just yet, but keep an eye out for updates from my team. If you wanna get in on the presale, check out freedomevent.com now, and grab your ticket at the exclusive presale price by February 15. That's freedomevent.com. Now back to the episode. [00:27:04] S3: Why do most FSM tools fail at the moment that actually influences homeowners' decisions?
00:27:04 · Tommy Mello, Zach Deering
[00:27:04] S3: Why do most FSM tools fail at the moment that actually influences homeowners' decisions? [00:27:11] S0: Yeah. I think it's just a question of what you're building for. Right? Like, I think most FSMs are building for the contractor, which totally makes sense. Right? Field service management. Do you get the right tech to the right place, and do you book the call? With that said, the moment that matters most, that that sales moment, it's a different it's a different problem you're solving. You're actually trying to create a shopping experience for a homeowner, which is fundamentally a really different task than how do they make sure that a one gets the right person to the right place. And so I think a lot of it is just like focus and what are the rewards or like job that it's trying to accomplish.
00:27:45 · Tommy Mello
[00:27:45] S3: You know, I think as this product continues to take market share, and I'm glad we're part of it because I think there needs to be a lot of training around how you start the sales. I think it's gonna change the sales process. I think we've got a pretty darn good one, but I still think... I've talked to a lot of technicians and what's nice is we wanna get in the we wanna get in the the battle with you. We wanna say, oh, wait. Can we do this? Can we do this? Can we do this? Now that's what's tough about what you're building is because I'm sure everyone's gonna have their 2¢. Totally. But it's the larger clients that'll influence. You know what ServiceTitan did a great job of and not so great is I I had our on the podcast since 2017. And he said, I just wish. He goes, Tommy, we spent hundreds of millions of dollars to build the best product that'll work for $100,000,000 plus jobs. Then we took their SOPs, their processes, their payroll, and we applied it so the small guys could have a chance. But then you get a five technician company that comes on and they wanna completely not... They wanna go against the tide of everything we built, that's a tried and true way. And they said we don't do it that way. And they try to custom rig this software to do what they used to do rather than saying we're gonna make some changes in the way we train. We're gonna make the payroll changes that everybody wins. And very few people are willing to make that change. And we... You did have to work pretty hard for our process because it's different, but I think it's a wave of the future. Totally. What what are some of the constraints that you think you're gonna have going into smaller businesses?
00:29:22 · Zach Deering, Tommy Mello
[00:29:22] S0: Yeah. Totally. And I think it's it's it's great. And I think there's a lot... Like, I definitely feel like we're building on the shoulder of giants with all the work that ServiceTitan and others have have done before us. And I think it's really impressive what they have built as an organization and what they've scaled. And so I feel very humbled that we get to sort of build on that foundation. I think a lot of it is just really understanding who your product is good at serving today and also sharing who it isn't good at serving. Right? And so today, if I'm honest, like, who are we good at serving? HVAC, plumbing, electrical, increasingly garage doors that are primarily using service tied in and that probably are 10,000,000 plus in revenue. Right? Just that is sort of the reality of where the product stands today. I think to the $2,000,000 shop, the product isn't a great fit for it today. We will evolve and we will improve the product to sort of meet those smaller organizations that have different needs. I think it's just being really clear about where... About what are the ingredients for people to really succeed with your product and sort of what are the limitations. [00:30:28] S3: You know about the conversation I had with Ara when I couldn't get on to service titan? [00:30:33] S0: I I I I think I've heard a little bit about it. You basically just like begged your way.