Owned and Operated Podcast Episode #221 Summary: "No More Tech Turnover: How to Hire and Keep the Best"

In Episode #221 of the Owned and Operated - A Plumbing, Electrical, and HVAC Business Growth Podcast, hosts John Wilson and Jack Carr delve deep into the critical issue of technician turnover. Released on July 10, 2025, this episode offers invaluable insights into effective hiring strategies, retention techniques, and optimizing compensation models to build a robust technical team in the home services industry.

1. Introduction to Technician Hiring Challenges

The episode kicks off with a candid discussion about the difficulties in sourcing and hiring quality technicians. John Wilson raises a pertinent question:

“How do you find good technicians? Most of them are already at Wilson company. So what does the process look like? Is there any secret sauce to getting a good technician at Wilson?”
[00:00] John Wilson

Jack Carr responds by emphasizing the importance of continuous recruitment efforts:

“I think people always say, like, always be recruiting. But like, let's go further on that.”
[00:13] Jack Carr

The conversation highlights the competitive nature of the industry, where skilled technicians are often already employed by established companies like Wilson, making it challenging for others to attract top talent.

2. Compensation Models and Retention Issues

A significant portion of the discussion revolves around compensation structures and their impact on technician retention. John shares a real-world scenario illustrating the challenges:

“We had to let go of our top tech... another tech is leaving because the hours don't work for him... he still has a farm that he runs... he wants more stability.”
[01:20] John Wilson

Jack underscores the volatility in HVAC roles compared to plumbing:

“H Vac is tough, plumbing's pretty consistent, but H Vac is like, Are you working 100 hours a week or are you working 20? That's tough.”
[03:09] Jack Carr

The hosts discuss the delicate balance between offering competitive pay and managing the unpredictable demands of HVAC work, which often leads to higher turnover rates.

3. Enhancing Compensation and Benefits

The conversation shifts to optimizing compensation models to better retain technicians. John touches on the complexities of commission-based pay:

“He's generating $35 an hour plus after commissions, which is not amazing, but it's shoulder season...”
[04:16] John Wilson

Jack elaborates on the need to transparently communicate compensation details to technicians:

“You need to do a lot of education because... you have to understand the math of your current compensation.”
[08:02] Jack Carr

They explore the concept of an Effective Hourly Rate, combining base pay with commissions and benefits to present a comprehensive compensation package. Jack explains:

“We're trying to call it effective hourly rate. So, if someone’s on task pay or base plus commission, they might be making significantly more when combined with benefits.”
[09:16] Jack Carr

4. Strategic Recruitment Approaches

John and Jack delve into strategic recruitment methodologies, differentiating between planned and reactionary recruitment:

“Planned recruitment is like next June. I know that I have this many members. I'm roughly projected to have this many members.”
[20:27] Jack Carr

John acknowledges the necessity of a constant recruitment funnel to address both anticipated and unforeseen turnover:

“We've been optimizing... applicants are through the roof. The problem is actually the conversion between applicant putting application in and stepping in the door.”
[12:46] John Wilson

They emphasize the importance of always recruiting to maintain a steady flow of qualified candidates, thereby reducing the scramble to fill vacancies during peak times.

5. Structuring the Recruitment Team for Efficiency

The hosts discuss the benefits of having specialized recruiters to handle different technical roles, enhancing the quality of hires:

“We have three recruiters... administrative recruiter handles office or offshore roles, while others specialize in plumbing, electrical, and HVAC.”
[25:02] Jack Carr

This specialization allows recruiters to develop a deeper understanding of the specific requirements and nuances of each technical discipline, leading to more effective placements.

6. Budgeting and Recruitment Planning Based on Revenue Goals

A critical segment of the episode focuses on aligning recruitment efforts with revenue projections. John explains their budgeting process:

“We break down that revenue number or service number by the average ticket... and then we close that rate which then drives us backwards to how many leads we need.”
[36:07] John Wilson

Jack adds insights on utilizing historical data to inform hiring plans:

“We've been using Evoca AI for over a year and Tyson and the team have been incredible product partners... our hiring plan is based on our projected lead flow and conversion rates.”
[32:09] Jack Carr

This data-driven approach ensures that recruitment is proactive and aligned with the company’s growth objectives, mitigating the risk of understaffing or overhiring.

7. Leveraging Technology and AI in Recruitment

The episode highlights the role of technology in streamlining recruitment processes. Tools like Service Titan and Evoca AI are discussed for their effectiveness in managing leads and automating job bookings:

“Service titan would be like... our funnel... How do we handle leads more effectively.”
[13:04] John Wilson

Jack notes the integration of AI-powered solutions to enhance lead management and conversion rates:

“Evoca AI helps us catch more after-hours calls, more weekend calls, and book more jobs automatically.”
[32:09] Jack Carr

Such technologies not only improve operational efficiency but also provide recruiters with better data to make informed hiring decisions.

8. Overcoming Recruitment Challenges and Managing Turnover

Addressing unexpected resignations and maintaining a steady onboarding cycle is another key topic. Jack recounts a notable incident:

“Someone was smoking weed at work and got caught by a customer. He quit the next day... we have to replace that seat as soon as possible.”
[22:20] Jack Carr

The hosts discuss the importance of having a resilient recruitment strategy to swiftly address such incidents without disrupting business operations.

9. Documenting and Standardizing Recruitment Processes

The necessity of thorough documentation and Standard Operating Procedures (SOPs) in recruitment is emphasized. John shares his approach to creating detailed frameworks:

“We've taken clips from people who were successful... We have a lot of SOPs inside the quick staffers business, which then helps drive rapid response business.”
[29:00] John Wilson

Jack echoes the sentiment, stressing that well-documented processes ensure consistency and efficiency, especially when scaling recruitment efforts.

10. Closing Thoughts and Final Tips

In their concluding remarks, John and Jack reiterate the importance of strategic, data-driven recruitment and maintaining a proactive approach to hiring. They encourage listeners to:

• Plan Recruitment Based on Revenue Goals: Align hiring plans with projected business growth to ensure adequate staffing.

• Specialize Recruitment Teams: Use specialized recruiters for different technical roles to enhance the quality of hires.

• Leverage Technology: Utilize AI and CRM tools to streamline lead management and recruitment processes.

• Document Processes: Establish comprehensive SOPs to maintain consistency and efficiency in recruitment.

John humorously remarks on the future influx of technicians with advancements in AI:

“Until AI turns, everyone into plumbers and then we just have a slew of plumbing and H vac and electricians beating down your door.”
[40:17] John Wilson

This light-hearted comment underscores the evolving landscape of the industry and the need for adaptable recruitment strategies.

Notable Quotes:

• John Wilson: “How do you find good technicians? Most of them are already at Wilson company. So what does the process look like? Is there any secret sauce to getting a good technician at Wilson?”
  [00:00]

• Jack Carr: “Always be recruiting.”
  [00:13]

• Jack Carr: “H Vac is tough, plumbing's pretty consistent, but H Vac is like, Are you working 100 hours a week or are you working 20? That's tough.”
  [03:09]

• Jack Carr: “You need to do a lot of education because... you have to understand the math of your current compensation.”
  [08:02]

• Jack Carr: “Planned recruitment is next June. I know that I have this many members. I'm roughly projected to have this many members.”
  [20:27]

• John Wilson: “We've taken clips from people who were successful... We have a lot of SOPs inside the quick staffers business, which then helps drive rapid response business.”
  [29:00]

• John Wilson: “How do you find good technicians?... Is there any secret sauce to getting a good technician at Wilson?”
  [00:00]

Conclusion

Episode #221 of Owned and Operated provides a comprehensive exploration of the challenges and solutions related to hiring and retaining skilled technicians in the HVAC, plumbing, and electrical sectors. Through practical examples, strategic insights, and a focus on data-driven recruitment, John Wilson and Jack Carr offer actionable advice for home service business owners aiming to build and sustain a top-tier technical team. Whether you're grappling with high turnover rates or seeking to enhance your recruitment processes, this episode serves as an essential guide on the path to entrepreneurial success in the home services industry.

For more information and resources, visit www.ownedandoperated.com.