Second in Command: The Chief Behind the Chief
Episode: Ep. 448 - COO, Titan Restorations, Sami Earhart
Release Date: February 11, 2025
Host: Cameron Herold
Guest: Sami Erhart, Chief Operating Officer of Titan Restoration
1. Introduction to the Episode and Guest
Cameron Herold welcomes listeners to Episode 448 of the "Second in Command" podcast, introducing Sami Earhart, the Chief Operating Officer of Titan Restoration in Arizona. With 75 employees across four thriving locations, Sami has been instrumental in scaling the company over her 13-year tenure.
Notable Quote:
"She’s really transformed Titan's operations, aligning the right people and the right seats. She's fostered a lot of great accountability in the company."
— Cameron Herold [03:16]
2. Sami’s Journey to COO at Titan Restoration
Sami shares her unexpected entry into the restoration industry, initially joining Titan Restoration as a dual-role part-time manager and sales assistant. Her proactive approach led her to recommend shutting down a struggling satellite office, paving the way for her to take on the mitigation management position.
Notable Quotes:
"I fell into this industry, job, company, everything, somewhat by accident."
— Sami Earhart [03:47]"I recommended that we shut the satellite office down. It was a bunch of people just spending Russ's money hunting and doing whatever they wanted."
— Sami Earhart [04:00]
Over the years, Sami advanced through various roles, including superintendent on the reconstruction side, controller, and operations manager, culminating in her current role as COO.
3. Building and Scaling Titan Restoration
Titan Restoration specializes in comprehensive restoration services, handling flood, fire, mold, biodisaster, and other catastrophe-related needs for homes and businesses. Sami highlights the dynamic nature of the industry, emphasizing that "no two days are the same" ([08:44]).
Notable Quote:
"We're a general contractor that specializes in restoration needs. So flood, fire, mold, bio trauma, pretty much anything catastrophe related to home or business."
— Sami Earhart [05:28]
She attributes her long-term commitment to the company to the people and the ever-changing challenges that keep her engaged and passionate.
4. Overcoming Challenges as COO
Sami discusses the complexities of stepping into a leadership role, particularly when the CEO, Russ, faced health challenges. She delves into the emotional and managerial hurdles of maintaining team dynamics and ensuring business continuity during Russ's intermittent absences.
Notable Quotes:
"It changes the dynamic of your relationship... sometimes you kind of feel like a little bit now an outcast."
— Sami Earhart [15:32]"The hardest part was self-doubt. I would say, like, am I making the right decision? Is this what Russ would have wanted to do?"
— Sami Earhart [19:20]
Despite these challenges, Sami emphasizes the growth in her confidence and the strengthened trust relationship with Russ, allowing her to navigate the company through uncertain times.
5. Embracing AI in the Restoration Industry
Sami elaborates on Titan Restoration's proactive approach to integrating Artificial Intelligence (AI) into their operations. Under Russ’s guidance, the company has initiated AI challenges to encourage team members to explore and adopt AI tools, enhancing efficiency and innovation.
Notable Quotes:
"AI is not going to take your job, but AI, you know, it will take your... we will replace you with somebody that's using AI."
— Sami Earhart [40:20]"We're using it in operations as far as emails and estimate review and comparing estimates."
— Sami Earhart [36:04]
The introduction of AI has led to significant improvements in communication, operations, and client interactions, positioning Titan Restoration as a forward-thinking leader in the industry.
6. Addressing Imposter Syndrome and Loneliness at the Top
Both Sami and Cameron discuss the pervasive issue of imposter syndrome among leaders. Sami acknowledges that while imposter feelings persist, her involvement with the COO Alliance has significantly mitigated these feelings by providing a supportive network.
Notable Quotes:
"The imposter thing, I think it's always going to be there a little bit. It's definitely better than it was when I first started."
— Sami Earhart [22:06]"We Talk to top COOs who share the insights, strategies, and tactics that made them the chief behind the chief."
— Cameron Herold [00:53]
The COO Alliance serves as a vital resource, offering Sami opportunities to connect with other executives, share challenges, and receive guidance, thereby alleviating feelings of isolation.
7. Cultivating Company Culture and Team Buy-in
Sami emphasizes the importance of how initiatives are presented to the team to ensure buy-in. Through clear communication and demonstrating the practical benefits of new tools and processes, such as AI and Slack, Titan Restoration has successfully engaged its employees.
Notable Quotes:
"Buy in is actually probably one of the biggest struggles for me personally... it's all about how it's presented to somebody."
— Sami Earhart [41:25]"We tried to adopt slack within Titan in 2017 and it was a complete bomb... when we introduced it again, we communicated it seven times before you do anything."
— Sami Earhart [43:00]
By tailoring initiatives to the specific needs and understanding of different departments, Sami has fostered a culture of collaboration and continuous improvement.
8. Implementing the 10x Mentality
Introducing the "10x mentality," inspired by Ben Hardy's book "10x is Better Than 2x," Titan Restoration adopted a strategy to focus on high-value clients while shedding those that drain resources. This shift aims to optimize both client success and company culture by prioritizing ease, lucrativeness, and fun in client relationships.
Notable Quotes:
"We shed some clients that were sending several million dollars worth of work our way... but the energy and the resources and time that those clients were sucking."
— Sami Earhart [50:04]"The mindset shift in our people has been huge... it's okay to say, nope, sorry, I don't care how much work you send."
— Sami Earhart [51:35]
This approach not only maintains revenue growth but also enhances the overall well-being and motivation of the team by ensuring they engage with clients who contribute positively to the business environment.
9. Final Thoughts and Contact Information
As the episode concludes, Sami shares her presence across various social media platforms, encouraging listeners to connect with her on LinkedIn, TikTok, and Titan Restoration’s channels. Cameron expresses gratitude for Sami's insights and looks forward to future conversations.
Notable Quote:
"I'm on LinkedIn. Everything's just under my name, Sammy Earhart. You can also find me on all Titan stuff."
— Sami Earhart [55:25]
Key Takeaways:
- Adaptability and Growth: Sami’s journey from a dual-role position to COO highlights the importance of adaptability and seizing opportunities for growth within a company.
- Embracing Technology: Proactive integration of AI and other technologies can significantly enhance operational efficiency and foster innovation.
- Strong Company Culture: Effective communication and thoughtful presentation of new initiatives are crucial for team buy-in and maintaining a positive company culture.
- Leadership Challenges: Navigating imposter syndrome and the loneliness of leadership can be mitigated through supportive networks like the COO Alliance.
- Strategic Client Management: Focusing on high-value clients while minimizing resource-draining relationships can drive sustainable growth and improve team morale.
For more insights from industry-leading COOs, visit COOAlliance.com.