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Ty Degrange
Foreign. Welcome to another edition of the Always Be Testing podcast with your host, Ty degrange. Get a guided tour of the world of growth, performance, marketing, customer acquisition, paid media and affiliate marketing. We talk with industry experts and discuss experiments and their learnings and growth markets, marketing and life. Time to nerd out. Check your biases at the door and have some fun talking about data driven growth and lessons learned.
Hello, hello, hello. Welcome to another episode of the Always Be Testing podcast. I'm your host, Tyde Grange and I'm very excited today to have Famous Rhodes. Famous. How you doing man?
Famous Rhodes
Good, brother. Good to see you again, man. It's been a long time since ebay.
Ty Degrange
It has, it has. It's great to see you and it's going to be a fun conversation. Always is with us. And let's jump into it. So for those of you who don't know, Famo US has had an amazing career spanning across automotive and now into home services. Just a ton of learnings and an awesome guy. He is now the CMO of Apex Service Partners and so we're excited to jump in and talk a lot about some of the interesting things he's working on. I know there'll be a lot of good learnings to share, so let's do it. Maybe you can give us a little background on kind of Apex Service Partners, what you see it doing. I think that there's been certainly a lot of documentation around like the growth and excitement of H vac, plumbing, home services, electrical. A lot of investments moved into that space and it seems to be something that you're certainly excited about. So just excited to hear about kind of what draw you into it. Where do you see in this growing opportunity?
Famous Rhodes
Yeah, and this market is very similar where automotive was 15 years ago. So think about the transformation automotive went when it was super fragmented in tools were just becoming available to bring dealerships online. The home services industry is kind of facing those same opportunities where you have instead of a space of 20,000 dealerships, you have over 200,000 independent businesses that are across the country. So super fragmented in these business areas or as small as a half a million dollars and as big as, you know, several hundred million dollars for some of the smaller businesses out there before PE acquisition. And so you're looking at this vast landscape, tools are becoming available. We're starting to get more sophisticated and we're all competing in a very unique market with Google. So Google over the past several years has introduced the LSA product, which we take a ton of advantages from. And then you Have a lot of startup businesses like Angie Thumbtack Test, grab it and like all kind of converging on this market because they see the opportunity. What consumers need is defined trust. And what is trust most best represented online? Word of mouth, your reviews. So this is a great industry to kind of manifest itself online and, and you're starting to see it kind of hit that maturity curve like the automotive did, you know, over a decade ago. So I'm glad I'm in it seeing a lot of the same types of trends that you saw in automotive happening here and hopefully we could take advantage of some of them and learn along the way of how to move the business in the right direction.
Ty Degrange
That's amazing. What a great answer. And it makes sense. You've been good at kind of catching that wave at the right time and it's not easy to do and it's an awesome, exciting thing to an intelligent thing to be able to catch it at the right time and be smart about the timing of it on an industry like this. The word fragmentation definitely jumped out at me when you were talking about that a little bit. I'm just curious to understand how do you aim to kind of combat some of that and bring some, shepherd some of your resources together to kind of address some of that fragmentation?
Famous Rhodes
A little bit, yeah. So the part of the fragmentation is the beauty of the industry. Trust is so important to consumers. In local brands are really how you activate trust in the community. You got to be part of that fabric of 30, 40, 50, 60 years. So our strategy at Apex has really been maintain that local brand, that local presence because it builds the trust with the community. So keep that uniqueness. And so we're keeping that uniqueness in hundreds of brands across the country. And so part of our strategy is we like that fragmentation. We think it serves the consumer well, we think it answers and addresses many of the consumers needs. So we continue to go in that direction. Now the things behind the scenes that you do as relates to building the right experience, capturing the essence of what's needed now that's some blocking and tackling that happens digitally on how you tackle lsa, how you go after Google business profiles, how you, how you deal with ppc, scm, those strategies, those can work on a local basis, but we let them play out with the unique flavor of the local brand that we have. What we're finding on top of that is social media becomes even more important because you're dealing with brands that require trust and have to be part of the community. You have to Actively engage. So being part of the communities on social media, being part of the events that are locally happening, bringing that to life with our teams and our managers to make sure that they're showing up and building that is so, so important for us. So we really push that within our business to get the social media attention. One, you can build citations that way by having those relationships. But more so, it's great content to show that you belong in that community in a very authentic way.
Ty Degrange
It's such an awesome message. The trust to topic is so paramount for us as well. Authenticity message is so paramount for us as well. I'd probably be remiss if I didn't make an analogy to how affiliate marketing operates because in some ways you kind of embrace that fragmentation as well. You allow them to speak in their authentic voices about the brand. Obviously it's slightly different, but what a great. There's a lot of similarities there, I think.
Famous Rhodes
No, there are, you know, affiliate marketing is building the trust with the brands as you hand off a customer. And there's so many changes happening, happening in affiliate marketing with what we can do with data. And brands need to be introduced more in the upfront in a lot of that marketing today so that you can have that call, so that you can do that handoff. Same thing in the home services industry. Before I come into your home, I need to earn your trust and your respect because talk about one of the most intimate things to do is enter someone's home in your H vac unit. Or you know, the plumbing could be in someone's bedroom, could it be in their kitchen? I mean these are some places you don't even take your neighbors to or some of your family members. And here you're trusting someone you barely know to come in your house to be in the most intimate settings of your home. So trust is a really big thing within our industry.
Ty Degrange
Yeah, that's a really great point.
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I know you know it's somewhat early in your tenure, but in terms of the things you're starting to see working from a performance marketing perspective, from a trust building perspective that you reference, what are some of those levers that you're excited about or you've just seen kind of start to click for you and the team?
Famous Rhodes
Yes. So for me, social media is one big aspect of it. Authentic content showing you as a fabric of the community. So critical to continue to build on that. If that's Facebook, if that's TikTok, if that's Instagram, don't worry about the medium or platform. Just make sure you're reaching your consumers an authentic way for you. Sometimes that's digital, sometimes that's static, sometimes that's contextual. Build your brand personality to fit what's authentic to you. So I think that's one step on the digital side. I think the second step is consumer reviews are absolutely critical. Consumers want to know you're a five star reputable business to do, to engage with. And so we make sure that is paramount. Every single customer is given a five star treatment. And so we make sure that every interaction that's occurring gets that five star review because it's imperative for us to be successful. And Google business profiles, on lsa, on Yelp, on Bing, you name it. Every platform is using a version of it that you have to be mindful of and deliver that experience time and time again. And it's not easy. You're gonna make mistakes along the way, but you gotta invest in that experience and show the consumer you care every single time and that you respond. It's so important throughout the experience for the consumer cause it's gonna show up online. And we make sure that every experience that shows up blind is a good one for us.
Ty Degrange
That's amazing. Well said. What are you most excited about right now?
Famous Rhodes
Oh, this industry. I mean talk about an industry that has just taken off over the past five years. I mean so much change is happening, so many more tools are available to this industry and I think more so consumers expectations are starting to rise. So here's a great fragmented industry that you're able to now provide even more experience and solutions for, for the homeowner, but more importantly the technician, that blue collar worker that's every day in your home either doing H Vac, doing plumbing, making sure that your drains are unclogged, making sure your electrical is done appropriately. We have given thousands of technicians across the country a viable career to make really meaningful dollars for their families. And you're starting to see the respect being brought back in that trade. I mean this is a six figure job for many of these technicians out there. It's incredible to see them build the careers and actually go into these homes and learn, you know, their trade and be able to sell solution to a consumer. And it gives them pride when they go home every night. That's what I love most. My dad was a car mechanic growing up, so he was kind of like a tradesman. And he went through that experience. And I'm telling you, you know, you come home with your hands dirty but you know, you did a good job, you made something work for a consumer. In that situation, in a time of need, I mean, how meaningful can it be? Which is amazing. I've always been on the digital side. I never got to be part, you know, ebay. You didn't see it as much but man, you're really bringing the life these, these technicians or real career.
Ty Degrange
It's kind of awesome. I, I, you know, you know, you know, come from a family where like the blue collar work ethic was definitely, you know, part of, part of it. And here we are, digital. It's kind of ironic, but it seems like there's been this resurgence of, of that and from a needs perspective, from a market perspective, from the, you know, innovation and progress coming into that industry, you know, as a homeowner you experience it or throughout your life you experience it. My wife and I obviously have firsthand, you know, finally being able to purchase home and going through the pain points and learnings and vendor selection and how do you work with the right individuals and seeing the range of service offering and communication and technology, it's really fascinating because you're, you're, sometimes you're blown away by the service offering and other times it can be quite underwhelming, which I'm sure everyone has reported in their lives and challenges. It just happens, right?
Famous Rhodes
No, it really does. And the technology is only going to get better in this industry. But what you can't take away is the hands on needs to fix these problems. No plumbing job is the same, no electrical job is the same. No H Vac unit can be installed necessarily the same. It is a very unique situation and it requires a very expertised individual. As a tradesman to come in there and do the work. So the beauty of this industry is this is going to be here for a long time in those tradesmen. That product of technician is so critical to that experience and delivering it. So to give them these careers where they can make meaningful dollars is so rewarding. I love seeing that piece of it more so than anything else. If you remember our ebay days, you had all these ebay sellers that were able to find careers and opportunities selling on ebay. Anyone could be successful on ebay. I'd say that here in the home services industry, everyone has an opportunity to find the trade for them and be successful and have a very meaningful career helping consumers.
Ty Degrange
It's awesome. There's so much about that ethos that I think resonates for you and me. Like you've got the ebay seller analogy of like you're bringing, you're elevating folks lives, you're giving them a new income opportunity. You've got the affiliate analogy where it's like, hey, you can make something out of nothing, you can create a business from this. And obviously these trades have been around forever, but it's, it's so rewarding and exciting to see the next generation be able to say, hey, I can go to a trade school and make weight double what I what I mean, if I go to Occidental College of English degree. No offense to folks that did that, but it's like, you know, there's, there's another path there for folks that want to get their hands dirty and specialize and get that direct feedback of helping someone right away. I think it's really exciting.
Famous Rhodes
No, it truly is. And it's rewarding.
Ty Degrange
Totally. And I think like the business side, the marketing side is also super interesting because I think when we step back and put our nerd hat on and think about such an opportunity to bring technology, to bring innovation to something that has not necessarily had it like other industries that you've been in. It's really awesome to see. Would you be able to maybe double click on maybe some of the examples of like innovations or technologies that maybe have been introduced and maybe some that you want to have introduced at some point? You kind of alluded to it, but I'm just curious to learn more there yet.
Famous Rhodes
This industry has really gone into how do you get proactive reporting back to the consumer on devices in their home? So we all know about Nest and other solutions like that that exist, but there have been companies that are starting to figure out how do I create a proactiveness to the experience. So the consumer knows when the units are cooling, when they actually have trouble codes that come off them. You know, I think that's an evolution that you have smart units over time that are more engaging for a consumer in a remote setting and giving them the proactive information. So that technology is, I think it is absolute infancy, much like it was in the automotive industry through obv ports and things we were doing off of trouble codes on vehicles. This is going to evolve here as well for consumers. So I think you have one element there, how that kind of evolves. The second element I think that you're dealing with is the cost savings component as it relates to energy efficiency. Man, the manufacturers every single year are getting better about creating a more efficient unit that's better for our entire community and that is so critical. Like when you look at products that can be green, you can get your AC unit, if you can get your plumbing and your electrical and you can solve some of those and become energy efficient. You're doing so much to give back to society. And so we're in a great position as an industry to provide those solutions for consumers so they can be energy efficient and energy conscious to whatever degree they want. If that means installing solar panels to get your own and harvest your energy, or just getting more energy efficient solutions in your homes to save money, all of those are available to you now as a consumer as you make those decisions.
Ty Degrange
I love that. And obviously we're thrilled about kind of the trajectory and the timing and all the, you know, the storyline of giving folks opportunity but also having such a great business opportunity. Obviously all businesses have challenges. Can you, can you give us a sense of just some of the things you guys are trying to tackle right now?
Famous Rhodes
Yeah, so I, I think what everyone's trying to tackle is how do you deal with the episodic nature of the industry? You know, unfortunately, a big component of how this business has ups and downs at times can be driven by weather, can be driven by inclement weather associated if it's a hurricane, if it's flooding and other pieces. We just saw what happened with hurricane Helene and then Milton, right following it, the devastation it created against the southeast component of the country from Florida, Alabama, Georgia, North Carolina, South Carolina is just unfortunate. However, it yields a tremendous amount of work for businesses to respond to. So I think there's one, how do you capture demand in an episodic manner? And then I think two, as you deal with the business and you have shoulder season associated with it, how do you deal with Those shoulder season moments to capture demand and pull it ahead before your demand values get high during the inclement in the episodic weather that happens if it's 20, 100 days in a row, meaning temperature, or if it's rainy days, hurricane season. Those things play a big role in how your business is going to perform. So you've got to try to create that stability line overall so that you can capture demand when it's coming in episodically but still balance it out through the year so you don't have the ebbs and flows as much. And so that I think is one thing we're all focused on in the industry, how to capture and how to create demand. Then I think the other element to us for as well is making sure you have the right balance of technicians to take advantage of those opportunities. Technicians will constantly be the number one concern for all of us as we need that capacity to address the demands of consumers, that quality technician with great training that looks for that career. We want to make sure we're the right home for them every time as they look at career opportunities in the industry.
Ty Degrange
I love that. Forgive me for not asking, how did the family fare with the hurricanes coming through your neighborhood in Florida? I don't know how you were impacted.
Famous Rhodes
We're super fortunate. I live on the east side of Florida, so I'm on the Atlantic side. Nothing happened to us, but unfortunately we had a lot of associates and technicians that were in the path of Helene and Milton as you look through Tampa upwards. And so, you know, we personally had several families affected in, in our world. So, you know, my heart goes out to them because not only do they have their own situation to worry about, they're also trying to repair the situations of thousands, tens of thousands of consumers that have been impacted by these, these hurricanes this past year. Hopefully this slows down from hurricane season and we don't see other kind of traumatic events. But you know, it. It's been crazy the past four weeks for sure.
Ty Degrange
100%. In the spirit of the Always Be Testing podcast, obviously we talk about experiments and wins and marketing tests and learnings and you've obviously had some amazing experiences from your current to Blue Compass to Autonation to back to the good old ebay days. What can you share with the audience that might be interesting just from maybe some of your highlights or noted learnings that, that you've kind of experienced that you want to share?
Famous Rhodes
Testing doesn't happen. It's planned. You have to plan the test and it's got to be part of your DNA in your culture. You know, I used to always say these two things and I'll say probably to the day you put me in the ground. One, put aside 10 to 20% of your budget to just test new ideas. Make sure you have a budget for testing and be ruthless about it. In good times and bad times, make sure that budget's available so you're always taking advantage of learnings that you can deal with. The second is fail fast. I'll say that again. Fail fast. Don't hang on to ideas you want to win. Hang on to the ideas that clearly win. And I think we all make that mistake. We have a hypothesis and we want to prove it. So you put all this energy in it and it doesn't work. And you're like, let me test that again, let me test it again. No, sometimes you got to fail fast and say, what's the next idea? What did I learn here? Then I can apply to the next test and move on. And so often I'd say if you can live in that spirit of having a budget to test, be willing to fail fast and be wrong and learn from it, you're going to find the success you need to grow. And remember, you don't always have to come up with the best idea. You just have to come up with the winning idea. And sometimes that is look at your competition and test their ideas. Sometimes it's small iterations you're doing on existing things. Do not stop testing those little things. Even as minute as they may seem to you, they could be powerful in delivering results and learnings that you can apply across the entire business. So make that part of your DNA with the team.
Ty Degrange
I love that so many great smart folks have come on this show and you and I have lived through it from a career perspective and seen the importance of just having that dedicated investment. And what a great reminder to not get too invested emotionally or hung up on one thing when there's so much else. You gotta have some agility and ability to progress onto the next thing. So what a great call out. What is the sliding door moment for your career? Something that kind of was a game changer for you in your, your great career.
Famous Rhodes
There's so many sliding door moments that kind of happen. There's the ones you miss and then there's the ones you get. I would say in life, in opportunities are from the networks of individuals and friends you've made. So I've been fortunate to have some incredible individuals in my life. You can think of Mike Maroney, and ron Fry from AutoNation who I worked with while I was at ebay and was able to successfully go over to AutoNation and hopefully make an impact that made a difference for that business. To my friends, John Ferrando I met at AutoNation, who we then started a business called Blue Compass that was able to help foster and build that brand into over 100 RV dealerships in the country. To that door that just randomly knocks from a friend of a friend on an opportunity like Apex. I found myself in some of the fastest growing companies in America. And it's not luck, it's your network and your friends that you've made. And so what I tell everyone is always make sure you're networking within your business. Build and cherish those relationships you make because they are one day going to come back to you. And so treat everyone like your best friend. Treat everyone well. There's always going to be that opportunity that comes from someone you don't expect that can change your life. And you know, knock on wood. I've been super fortunate my career to have a lot of life changing moments, but more so I've had opportunities that have been fun. I'm working with great people in very fun environments to continue to fuel my passion of innovation and building and creating brands that are going to make a difference in our lives and so, so fortunate to be part of that.
Ty Degrange
I love that. That's amazing. One I remember very distinctly early in my career there was, there was a gentleman who kind of really emphasized that message of you never know where that evangelist or friend or ally or future star is going to live. You could be a C level at a company and the lowest person in the totem pole could eventually be eight rungs above you one day. And so it's always about that, that, you know, there's so much positivity in that network and maintaining and fostering and building those relationships. And I think, you know, so much of it comes from, you know, you're delivering, you're building, you're doing the right things, you're creating great value. And, and that kind of is, you know, table stakes. But then if you're creating those opportunities of friendships and then going after what's really resonating with you and fun, I think it kind of makes, gives you like that longevity to kind of take those swings and your batting average doesn't have to always be 800 or 1,000, but you know, you're going to get, you're going to get some wins because you're doing what you enjoy you're connecting with the right people that knock on your door 10 years later. And so I couldn't agree more with that sentiment.
Famous Rhodes
Well, I mean, just think of the circle of influence you had around you when you were at ebay. You had Fiji Simone, literally two cubicles away from you, who's now the CEO of Instacart, and she was leading product at Facebook for a great period of time. You had Nicolas Franchet, who now runs a lot of e commerce within Facebook today. You had Stephanie Talenius, who went over to do Google payments after ebay. You had Rob Chesney, who then went on to Trunk Club and was the CEO there and successfully transacted that business. Just the people that sometimes you're surrounded by, you may not appreciate in the moment, but, oh, my Lord, they go on and do incredible, amazing things. I always like to say I'm the least successful person of the friends I have, and I'm okay with that, because what I've seen people go on and do in their careers, I am absolutely amazed by, and I continue to be amazed by that I was at least part of their life for a fragment of time, and say I got to know them along the way.
Ty Degrange
I couldn't agree more. And I think it underscores for me how that was certainly my sliding doors moment. And here we are talking today. So it's so funny because, like, from a marketing perspective, like, I have a. It's almost like Mount Rushmore of, like, talent that came out of our cohort at that time. It's insane. Like, fanatics, Facebook, you name it. All the best. It's just the list is crazy long. So it's so cool to hear you share that and resonate with that. Were there mentors or career folks that kind of help steer you or kind of give you some of the tools early on, personally and professionally, that kind of hits home.
Famous Rhodes
Yeah, for me, you know, early on in my career, I was fortunate enough to have the ebay experience that really helped shaped and mold me and really taught you it takes so, so many things to make you successful. Ebay success wasn't in the platform. It was in the community. And so what made us so successful was millions of sellers across the globe that made up the product offering. And I think when you start to recognize you're just the tip of the spear of so many things that need to happen for you to be successful and living in their experiences by eating your own dog food, so to speak, that is an important lesson to learn. We cannot ever get ourselves in Any executive role or any strategic role where you stop eating your dog food at your work, because once you do, you're removed from the product itself. And so I find myself every day, I'm scheduling appointments to come to my house for RAC units, looking at competitors. You've got to constantly live and breathe your product. Do not step away from it. And if that's one thing you learned at ebay from Meg Whitman, you know, I'd say that I got from her. And John Donahoe also continued that. That philosophy. I mean, our ebay score and feedback was so important to us as associates, and it's because we were eating our own dog food. We knew when the product was bad. We knew when we needed to improve something. And so I think that got instilled to me early, and I became a fanatic about it, no pun intended, for our friends. That went on to fanatics from ebay. But you do become a fanatic of your brand, of your product. And I think that's always stuck with me through my career is make sure I'm buying my product and so forth.
Ty Degrange
I love that. I don't think that gets mentioned enough. And it kind of falls under that, you know, customer obsession. You go through those experiences and pain points and your dogfooding, and I think it's easy to get removed sometimes. And it's. It's just so great to always be consuming. And understanding where that customer's view and perspective is, that definitely resonates. Okay, we're coming down the home stretch here, gang. We're going to throw in some fun questions to kind of wrap up paymous. What's a fun product that you just can't live without? You want to rave about to the audience?
Famous Rhodes
Ooh, my favorite product right now could.
Ty Degrange
Be anything you've bought. Maybe that's notable.
Famous Rhodes
Or nothing I buy is notable. I'm going to tell you that right now. But what I will say, my favorite product I probably bought in the past three weeks are customized Legos for my daughter. The customization and personalization that, you know, they could do that out there with Etsy and other things, I'm just floored by. And so I love buying personalized goods that you can make it unique for someone. And so I bought my daughter and her boyfriend, Travis Kelsey, in Taylor Swift Legos that you could customize online.
Ty Degrange
That's awesome.
Famous Rhodes
And now I'm buying these things for everybody, but I'm customizing them differently. So if you get a Lego in the mail that's unique to you, I Think it's on its way. But that to me is what I love about what's happening online is that customizable, personalized experiences you can get right now, for me, it's Legos. Two years ago for me it was M&M's. When you could get messages put on the M&M's. I thought that was the coolest thing. So that's what I'm into right now, is the Legos.
Ty Degrange
That's so smart. It's inspiring me for holiday coming up, kind of catering it to the audience. Even better. That's brilliant. And who doesn't love Legos? I'm waiting for my toddler to get just old enough. We're close. We're going to be. We're on the cusp. I'm going to be like the Lego stock. Watch out. We're going to be pumping. We're going to be getting some stuff from them. So probably more for my interest than theirs, right? What's something maybe many folks don't know about you or fun fact that you want to share with the, with the audience?
Famous Rhodes
Famous is my real name. It is not. It's not a nickname. So when you meet me and you ask me how I got my name, because that is the question. I get 24, 77 in my life. It is my real name. But when you hear me at Starbucks, I use the name Paul. It's not because Paul's my real name. It's because I don't want to tell the story of how I got my name. And so that's how I avoid that. So the fun fact about me is if you see me in Starbucks, you hear Paul, it's not my name, it's my Starbucks name. My real name is famous.
Ty Degrange
That's epic. I love it unnoted on the Starbucks name. How did your folks come up with that, if you don't mind sharing now?
Famous Rhodes
So it, it's an interesting story. My dad was a race car driver. He was Paul Rhodes. When I was born, they said, is your son going to be famous like you, Paul? My dad said, yes. And that's how I got my name. So my name is famous Paul Rhodes. Paul's my middle name and that's how I got name. But he was a popular race car driver in the 70s and 80s out in Western Pennsylvania, eastern Ohio. And then I had a fun loving mother that was gracious enough to let my father do it and she embraced the name.
Ty Degrange
I love it.
Famous Rhodes
That's how the history was written with such a unique name.
Ty Degrange
That's amazing. What an awesome way to take us home and wrap up and the Genesis story and I love that. That's brilliant. Yeah. Where can folks find you to learn more and connect and learn about all things famous?
Famous Rhodes
Look me up on LinkedIn. You can go to apexservicepartners.com but more importantly, just message me online. Love to get back to people. If you're trying to grow your career, if you're looking for opportunities in the world, please reach out. We're hiring at Apex Service Partners. We're looking for digital talent all across the country. So if you want to be part of one of the winning digital teams, I'd love to have you a part of it.
Ty Degrange
I would highly recommend it if you're in performance marketing and digital especially to catch the next wave as Famo US is so intelligently doing. It's been a pleasure. Famous. Always a good conversation. Thank you.
Famous Rhodes
Have a great one.
Ty Degrange
Ty, great to see you man. Take care.
Podcast Summary: Always Be Testing - Episode #62
Title: From Automotive Leader to Bringing Innovation to Marketing Home Services, Famous Rhodes, CMO, Apex Service Partners
Host: Tye DeGrange
Guest: Famous Rhodes
Release Date: November 18, 2024
In Episode #62 of the Always Be Testing podcast, host Tye DeGrange welcomes Famous Rhodes, the Chief Marketing Officer at Apex Service Partners. Famous brings a wealth of experience from the automotive sector to the home services industry, offering unique insights into growth, performance marketing, and customer acquisition strategies.
Tye DeGrange opens the conversation by highlighting Famous Rhodes' extensive career, transitioning from the automotive world to spearheading innovation in home services. Famous explains that Apex Service Partners operates in a highly fragmented market with over 200,000 independent businesses across various home service sectors, including HVAC, plumbing, and electrical services.
Quote:
"The home services industry is facing the same opportunities automotive did 15 years ago, with fragmentation and tools becoming available to bring businesses online."
— Famous Rhodes [01:47]
Famous draws a compelling parallel between the automotive industry's transformation and the current evolution in home services. He notes that just as automotive dealerships became more consolidated and technologically advanced, the home services sector is now seeing increased sophistication through digital tools and platforms like Google's Local Services Ads (LSA).
Quote:
"We're competing in a very unique market with Google, leveraging products like LSA to our advantage."
— Famous Rhodes [01:47]
Addressing the significant fragmentation in the home services market, Famous emphasizes the importance of maintaining local brands to build community trust. Apex Service Partners strategically preserves the uniqueness of hundreds of local brands, integrating digital strategies tailored to each region.
Quote:
"Trust is so important to consumers. Local brands are how you activate trust in the community."
— Famous Rhodes [03:56]
He further highlights the critical role of social media in fostering authentic community engagement, ensuring that each local brand resonates genuinely with its audience.
Famous discusses several innovations transforming the home services industry:
Proactive Consumer Reporting: Similar to automotive's OBD ports, home services are integrating smart technology for real-time reporting and proactive maintenance, enhancing consumer experience.
Energy Efficiency: Manufacturers are producing more energy-efficient units, aligning with consumer demand for sustainable and cost-effective solutions.
Quote:
"Smart units are evolving to provide proactive information, mirroring the advancements we saw in automotive."
— Famous Rhodes [15:04]
One of the primary challenges in the home services industry is managing the episodic nature of demand, often influenced by weather events. Famous outlines strategies to stabilize demand throughout the year by capturing and balancing seasonal peaks.
Quote:
"Creating a stability line overall to balance episodic demand is crucial for consistent business performance."
— Famous Rhodes [17:05]
Additionally, ensuring a robust workforce of skilled technicians remains a top priority to meet fluctuating consumer needs.
Famous shares valuable lessons from his career, emphasizing the importance of a testing culture within organizations. He advocates for allocating a dedicated budget for experimentation and embracing a "fail fast" mentality to iterate and innovate effectively.
Quotes:
"Put aside 10 to 20% of your budget to just test new ideas. Be ruthless about it."
— Famous Rhodes [20:25]
"Fail fast. Don’t hang on to ideas that don’t work. Learn and move on."
— Famous Rhodes [20:25]
These principles have guided his success across different roles, from eBay to Blue Compass and now Apex Service Partners.
Famous reflects on his career journey, attributing his success to strong networking and meaningful relationships. He recounts pivotal moments, such as transitioning from eBay to AutoNation and co-founding Blue Compass, underscoring the impact of mentorship and collaboration.
Quote:
"Your network and the friends you make are going to come back to you in ways you don’t expect."
— Famous Rhodes [22:39]
He also shares how his early experiences at eBay instilled a deep commitment to customer obsession and product integration, lessons he continues to apply at Apex Service Partners.
When asked about a product he can't live without, Famous shares his enthusiasm for customized Legos, appreciating the personalization options available online.
Quote:
"I love buying personalized goods that you can make unique for someone. Customized Legos are my favorite right now."
— Famous Rhodes [29:32]
A memorable fun fact about Famous is that his real name is indeed "Famous," inspired by his father, Paul Rhodes, a race car driver. To simplify interactions, he uses the name "Paul" at Starbucks.
Quote:
"Famous is my real name. When you hear me at Starbucks, I use the name Paul to avoid explaining the story behind it."
— Famous Rhodes [31:09]
As the conversation concludes, Famous encourages listeners to connect with him via LinkedIn and Apex Service Partners' website for career opportunities, especially in digital and performance marketing roles.
Quote:
"If you're looking to grow your career or join a winning digital team, reach out to me online. We're hiring at Apex Service Partners."
— Famous Rhodes [32:35]
Tye wraps up the episode by praising Famous' strategic insights and inviting listeners to engage with Apex Service Partners for innovative growth opportunities.
Market Insights: The home services industry is undergoing a transformation similar to the automotive sector, with increased digital adoption and market consolidation.
Trust and Local Branding: Maintaining local brand presence is crucial for building consumer trust in a fragmented market.
Innovation Focus: Proactive technologies and energy-efficient solutions are driving industry advancements.
Challenges: Managing episodic demand and maintaining a skilled workforce are significant operational challenges.
Cultural Lessons: Establishing a testing culture with dedicated budgets and embracing failure as a learning tool are essential for sustained growth.
Networking Importance: Building and nurturing professional relationships can open doors to transformative career opportunities.
Connect with Famous Rhodes:
This episode offers a deep dive into strategic marketing, industry evolution, and personal growth, making it a valuable resource for professionals in growth, performance marketing, and home services sectors.