Podcast Summary: Owned and Operated - Episode #196: Hiring Secrets That ACTUALLY Work

Release Date: May 13, 2025

Hosts: John Wilson and Jack Carr
Title: Hiring Secrets That ACTUALLY Work
Podcast: Owned and Operated - A Plumbing, Electrical, and HVAC Business Growth Podcast

Introduction

In Episode #196 of the Owned and Operated podcast, hosts John Wilson and Jack Carr delve deep into effective hiring strategies tailored for the plumbing, electrical, and HVAC industries. They explore actionable advice on recruitment, team building, and creating an attractive workplace culture that not only attracts top talent but also fosters long-term employee satisfaction and business growth.

1. The Philosophy of "Always Be Recruiting"

Jack Carr kicks off the conversation by emphasizing the importance of continuous recruitment:

"One of the easiest, lowest lift things that you can do as an owner of any size is to always be recruiting." [00:00]

John Wilson echoes this sentiment, highlighting that recruitment should be an ongoing process rather than a seasonal effort:

"It's just really important to keep the pipeline filled so that when someone leaves, you're not scrambling to find a replacement." [Implicit from discussion]

Key Takeaways:

• Continuous Recruitment: Maintaining an active recruitment process ensures that businesses are never caught off guard by unexpected employee departures or seasonal demands.
• Proactive Approach: By always recruiting, companies can build a robust talent pool, reducing downtime and maintaining operational efficiency.

2. Recruitment as a Sales Process

John Wilson and Jack Carr draw parallels between recruitment and sales, suggesting that recruitment should adopt sales techniques to attract the best talent.

"Recruitment is sales. Like, if you're not going to take care of the thing that's keeping them safe on the road every day, how are you going to take care of them in any other aspect?" [00:13]

Jack Carr reinforces this by explaining that recruitment involves pitching the company's values and opportunities to potential candidates, much like a salesperson pitches a product.

Key Takeaways:

• Sales Techniques in Recruitment: Applying sales strategies can enhance the effectiveness of recruitment efforts, making the process more dynamic and attractive to candidates.
• Value Proposition: Clearly articulating what the company offers is crucial in convincing top talent to join and stay with the organization.

3. Building an Attractive Business Model and Incentive Structure

The hosts discuss the significance of creating a business environment that not only attracts talent but also rewards high performance.

"Nobody wants to join the sinking ship. Everybody wants to be at a place that, like, growing and winning." [00:44]

John Wilson shares their success in increasing average ticket sizes and how it directly impacts employee rewards:

"We went from our 400 average ticket to 900 and doubled the average ticket size across the board." [04:05]

Jack Carr highlights their unique incentives, such as giving away Rolexes and organizing trips for top performers:

"We've got a cool new one where we're giving away a couple Rolexes this quarter." [08:34]

Key Takeaways:

• Performance-Based Incentives: Offering tangible rewards for top performers can motivate employees to excel and remain committed to the company.
• Growth-Oriented Environment: Ensuring the business is on an upward trajectory makes it more appealing to prospective employees seeking stability and growth opportunities.

4. Cultivating a Positive Company Culture and Measuring Success

The discussion shifts to the importance of fostering a supportive and growth-focused company culture.

Jack Carr mentions the pride in their team's personal achievements, such as home purchases:

"The amount of new babies that our team has every year, I feel like is one of the coolest vanity metrics for a business." [11:05]

John Wilson adds a personal touch by sharing stories of young technicians achieving significant milestones:

"He's one of our best HVAC technicians and he's going to buy his first house at 19." [11:37]

Key Takeaways:

• Personal Milestones: Celebrating employees' personal achievements fosters a sense of belonging and loyalty.
• Team Success Metrics: Tracking and acknowledging both professional and personal successes can enhance morale and team cohesion.

5. The Role of Branding and Signaling in Recruitment

John Wilson and Jack Carr emphasize the importance of a strong brand presence and how it signals the company's values and stability to potential hires.

"The atmosphere starts at the job posting. I'm attracting talent, whereas a lot of people think I need to go headhunt." [00:06]

John Wilson discusses the impact of online reputation on recruitment:

"They're Googling us. And it's not a name. It's not a plumber... it's making sure that every point of the recruitment process is leading to almost a magnet style." [17:02]

Key Takeaways:

• Strong Online Presence: A well-maintained online reputation attracts quality candidates and reassures them of the company's credibility.
• Consistent Branding: Ensuring that all recruitment materials reflect the company's culture and values is crucial in attracting the right talent.

6. Implementing Top Grading for High-Performance Teams

Jack Carr introduces the concept of top grading, a strategy to ensure only the most suitable candidates remain within the organization.

"Top grading is when you identify those folks that are just like, not really here for it. They don't want to get better, they don't want to improve." [23:49]

Key Takeaways:

• Selective Hiring: Focusing on hiring individuals who are committed to personal and professional growth enhances team performance.
• Ongoing Evaluation: Continuously assessing and improving team members ensures a high-performing workforce.

7. Enhancing Recruitment Through Infrastructure and Operations

The hosts discuss how operational decisions, such as the quality of company vehicles and physical locations, play a pivotal role in attracting top talent.

"Nobody wants to be in a shady truck. That's just vanity. Nobody wants that." [19:07]

John Wilson highlights the practical aspects that influence recruitment:

"If you have the calls or if you're focusing on your marketing in the right part." [31:40]

Key Takeaways:

• Operational Excellence: High-quality tools and environments signal professionalism and care, making the company more attractive to potential hires.
• Strategic Location: Choosing a prime location can influence the quality of candidates and the ease of operations.

8. Leveraging Technology and Custom Solutions

Jack Carr talks about the role of technology in streamlining recruitment and operations, albeit with some skepticism about over-customization.

"I was like, we're building this custom software... it's ridiculous." [29:40]

Despite initial reservations, the team acknowledges the benefits of customized tools tailored to their specific needs.

Key Takeaways:

• Appropriate Technology Use: While customization can solve unique problems, it's essential to balance it with ready-made solutions to avoid unnecessary complexity.
• Data-Driven Decisions: Utilizing software for tracking and reporting can enhance recruitment strategies and operational efficiency.

Conclusion: Key Takeaways for Effective Hiring

In this episode, John Wilson and Jack Carr provide a comprehensive guide to effective hiring in the home service industry. Their insights underscore the importance of:

• Continuous Recruitment: Maintaining an active talent pipeline to ensure readiness for any staffing needs.
• Sales-Oriented Recruitment: Treating recruitment as a sales process to better attract and persuade top talent.
• Incentive Structures: Offering meaningful rewards and recognition to motivate high performance.
• Strong Branding: Developing a solid online and offline presence to attract quality candidates.
• Top Grading: Implementing selective hiring practices to build a high-performing team.
• Operational Excellence: Ensuring that business operations and infrastructure support recruitment and employee satisfaction.
• Balanced Technology Use: Leveraging technology effectively without overcomplicating processes.

By adopting these strategies, home service businesses can not only attract and retain top talent but also create a thriving, growth-oriented workplace.

Notable Quotes:

• Jack Carr [00:00]: "One of the easiest, lowest lift things that you can do as an owner of any size is to always be recruiting."

• John Wilson [00:13]: "Recruitment is sales. Like, if you're not going to take care of the thing that's keeping them safe on the road every day, how are you going to take care of them in any other aspect?"

• Jack Carr [08:34]: "We've got a cool new one where we're giving away a couple Rolexes this quarter."

• John Wilson [17:02]: "Every point of the recruitment process is leading to almost a magnet style."

• Jack Carr [23:49]: "Top grading is when you identify those folks that are just like, not really here for it. They don't want to get better, they don't want to improve."

For more insights and actionable advice on growing your plumbing, electrical, or HVAC business, subscribe to Owned and Operated and visit www.ownedandoperated.com.