A home-service company can have a weekly leadership meeting that feels productive. Operations gives an update. The service manager talks through customer issues. Sales reports on a new initiative. Everyone contributes. Notes get taken. Then another week passes. The...
A roofing company owner sends a short email to three people on a Tuesday morning. A customer called in about a callback on a job from two weeks ago, and the shingles are lifting again. The email says: “Get ahead of this one. Handle it and let me know where it...
A roofing company’s service manager left after four years. The owner pulled up the original job posting, changed the start date, and sent it back out. Nobody sat down first and asked what had actually changed. Two years earlier, that seat covered residential...
A service manager at a mid-size HVAC company gets a call from a customer whose install went sideways two weeks ago. The manager knows the account, knows the technician involved, and knows exactly what needs to happen: a partial refund, a follow-up visit at no charge,...
A roofing company loses its operations manager in June. The owner is already behind on two commercial bids, so he does the fastest thing available. He pulls up the job posting from three years ago, updates the pay range, changes the start date, and reposts it on...
What “he has sign-off authority” means when the owner still gets every text Your service manager can approve up to a thousand dollars in parts without asking you. It says so in the job description you wrote together last year. He still texts you a photo of...
