Podcast Summary: Owned and Operated

Episode: Remote Staffing for Contractors: How to Hire Offshore for Recruiting, Dispatch & Ops

Host: John Wilson
Guest: Isaac Zimmerman, Owner, J. Blanton Plumbing (Chicago)
Date: December 16, 2025

Episode Overview

This episode dives deep into the strategic use of offshore (remote) staffing for home service businesses—especially plumbing, electrical, and HVAC companies. John Wilson and guest Isaac Zimmerman share actionable advice and hands-on experiences using international team members for functions like recruiting, dispatch, call center, operations, and more. The discussion is rich in practical takeaways, with both hosts offering candid views (and colorful anecdotes!) about what works, what doesn’t, and how remote hiring can transform businesses at any stage.

Key Discussion Points & Insights

1. Why Offshore Staffing?

• Access to Talent and Scale: Both John and Isaac agree that scaling efficiently often requires leveraging global talent.
  • "By default, I want to hire someone overseas. If I’m going to get somebody in the US, why do I need to have them in the US?" — Isaac, (00:00)
• US Team as Strategists, Offshore as Executors:
  • US staff should focus on strategic, high-value work, supported by remote teams handling repetitive, execution-heavy tasks.
  • "The US person is setting the strategy, doing the thinking, and then they have executional help from people." — Isaac, (00:11)

2. Proof: It Drives Real Growth

• Massive Offshore Impact:
  • Isaac: Of his 140 employees, 53 are remote (as of recording)—covering all business disciplines.
  • "Without overseas talent, the way we've done it, we would not have scaled the way we have... It's a huge percentage of the business." — Isaac, (06:18, 06:56)
• Immediate Wins:
  • Offshore dispatcher handles all weekend dispatch (~$3M in annual revenue).
  • Specialized remote staff creates cost-efficient expertise (e.g., accounting, marketing, recruiting).

3. Getting Started & Overcoming Common Barriers

• Mindset Shift ([06:40], [10:47], [11:16]):
  • Many contractors still haven’t considered offshoring. Seeing a peer’s success is often the “light bulb moment.”
  • If a role is already being done remotely (e.g., from home), it can be done offshore.
• Training is Crucial ([12:17]):
  • Offshore staff require the same care with hiring, onboarding, and training as onshore employees.
  • Agencies can help overcome initial struggles and find quality team members.

4. Use Cases: Beyond the Call Center

• Pod Structures:
  • Single US lead (“thought worker”) supported by multiple specialized remote staff.
  • Roles:
    • Accounting (Controller in US, two in South America)
    • Install Coordination (mix of local and overseas, managing permitting, scheduling)
    • Digital marketing (SEO, paid ads, email, etc.)
    • Recruiting (team in Dominican Republic for plumber hiring)
    • Purchasing and Job Costing (recent, but highly successful)
    • Fleet Coordination and, in the future, warehouse security via robots!
• Memorable Story:
  • "I have one overseas dispatcher who does all the weekend dispatch, which is like 10% of my business, about $3 million a year for us." — Isaac, (14:20)
  • On using an overseas recruiter:
    "All my technician recruiting, all of my plumbers in Chicago, are recruited by somebody in the Dominican Republic. He spends all day on Indeed..." — Isaac, (15:43)

5. Lessons and Pitfalls

• Two Jobs Problem/Overemployment ([23:58]):
  • Some offshore employees juggle multiple jobs. Solutions include all-day Zoom rooms, integrated video/audio, role specialization, and structured pod leadership.
  • "Our overseas team, everyone sits on a Zoom together... with video on... So you can't moonlight and do something else." — Isaac, (24:47)
• Quality Standards & Performance Management:
  • Performance issues are addressed with clear expectations, cultural onboarding, KPIs (like missed calls), and a multi-layered reporting structure.

6. Advanced and “Crazy” Use Cases

• Tech + Offshore:
  • Considering robots managed remotely for warehouse security and potentially even cleaning.
  • "What if we got a security guard overseas by getting this Neo robot and had a control overnight... you could have this little robot that would walk around the office and make sure everything’s okay." — Isaac, (22:02)

7. Who Should Use Offshore Staffing & When?

• Every Size Benefits ([27:11]):
  • Even a $500,000/year solo operator could benefit by freeing themselves from tasks like phone answering—one converted call can pay for a month of remote help.
  • "As soon as you have a business, no matter what size you are, you should be looking to do overseas stuff. I’m that serious about it." — Isaac, (27:55)

8. Best Practices and Final Frameworks

• Hiring Philosophy:
  • “Assume every role can be done overseas. Require proof you cannot to hire in the US.” ([30:51])
• How to Start:
  • Connect with business owners doing offshoring well.
  • Get agency support for sourcing and onboarding remote staff.
  • Experiment with one role at a time and expand as comfort grows.

Notable Quotes & Memorable Moments

• On Marketing Experiments (Yard Signs):
  • "We put 190 down and within two days we sold a $3,500 job... But we went too aggressive... We put too many too close together and got a little flack from the village." — Isaac, (02:04)
• On US vs. Offshore Team Structure:
  • "You can get a more expensive onshore person who's really a thought leader... and then you supplement them with cheaper execution." — Isaac, (09:06)
• On Training and Structure:
  • "You have to actually interview them, have quality standards, train them, and performance-manage them." — Isaac, (24:32)
• On Remote as a Default:
  • "By default, I want to hire someone overseas. If I'm going to get somebody in the US, why do I need to have them in the US?" — Isaac, (00:00)

Important Timestamps by Segment

• [00:00] — Offshore as default, US team as strategists
• [01:10] — Event recap: Community and actionable takeaways
• [02:04] — Guerrilla yard sign marketing story
• [05:43] — Scope of remote/overseas staffing in their businesses
• [06:40] — How and why they started offshoring
• [09:06] — Hub-and-spoke model: US leaders, remote execution
• [12:17] — Training and onboarding remote staff
• [13:28] — Technical unlock: remote install coordination via TV/video
• [14:20] — Dispatch: One offshore staff running weekend ops
• [15:43] — Overseas recruiters for technicians
• [17:04] — Purchasing and job costing done offshore
• [22:02] — Wild idea: warehouse security via robot + remote operator
• [23:58] — Pitfalls: overemployment, accountability
• [25:46] — Video pods, real-time communication to prevent moonlighting
• [27:11] — Who should use remote teams? Anyone, any size
• [30:51] — Offshore-first hiring philosophy

Conclusion & Takeaways

• Remote staffing, especially offshore, is not just for big companies—it's a transformative tool at any business stage.
• Key to success: US-based team members in strategic roles, supported by specialized remote staff.
• Training, cultural integration, and clear structures are essential to prevent common remote pitfalls.
• "Assume every role can be done overseas," and look for collaborative networks and agency support to get started.
• Whether it’s call centers, accountancy, recruiting, or purchasing—even wild ideas like robot-managed security—remote staffing expands what’s possible in home services.

Want to learn more or connect?
Find Isaac on LinkedIn or X (Twitter) for in-depth content and further insights.