Podcast Summary: The Home Service Expert Podcast
Episode: Q&A With Tommy - Refining Training Programs to Recruit and Retain A-Players
Release Date: November 22, 2024

Introduction

In this insightful episode of The Home Service Expert Podcast, host Tommy Mello, a $200 million business founder and renowned entrepreneur, delves deep into refining training programs aimed at recruiting and retaining top-tier talent—known as A-Players—in the home service industry. This episode features a dynamic Q&A session where Tommy addresses various aspects of building a high-performing team, enhancing company culture, and implementing effective business strategies.

Accountability and Commitment in Training Programs

Tommy emphasizes the importance of accountability and commitment within his team. He introduces the concept of scorecards where employees select their own goals, which are then approved and made visible to the entire company. This transparency fosters a sense of responsibility not just to the company but also to oneself.

Tommy (00:00): "What we're building is into some scorecards is what you say you're responsible for... you're accountable to your brothers and sisters of the company."

He draws inspiration from Robert Chitty, highlighting the significance of being committed to personal and professional goals, spanning areas like financial growth, physical health, faith, family, and continuous learning.

Tommy (00:00): "I need you to keep your commitments... back to what it means for you."

Recruiting A-Players and Enhancing Training Frameworks

Addressing the challenge of attracting and retaining A-Players, Tommy outlines a comprehensive training framework. This includes:

1. Rigorous Recruitment: Utilizing personality profiles and thorough reference checks to identify unicorn candidates.

2. Structured Training: New hires undergo ride-alongs and market-specific training, followed by comprehensive testing to ensure proficiency in technical, operational, and sales aspects.

3. Graduation and Continuous Development: Graduates receive recognition through ceremonies and ongoing support to identify and improve their strengths and weaknesses.

Tommy underscores the necessity of creating detailed manuals and standard operating procedures (SOPs) for every role, enabling scalability and efficient delegation.

Tommy (02:17): "If we've got manuals and standard operating procedures and checklists for your role, I can find someone else to come in and help you right away."

Employee Recognition and Retaining Talent

Recognizing and celebrating employee achievements is pivotal for retention. Tommy plans to implement regular acknowledgments, such as personal messages and public recognition during meetings, to foster a positive and motivating work environment.

Tommy (02:14): "I'm going to celebrate the wins way more... I want everyone to know they're doing great."

He shares personal anecdotes about team members achieving personal milestones, linking individual well-being to overall company success.

Tommy (02:14): "I found that when my desk is clean, their desk is clean... I'm tying those commitments... back to what it means for you."

Managing Company Growth and Setting Realistic Goals

Tommy discusses the challenges of ambitious growth goals versus realistic budgeting. While his vision is expansive, he acknowledges the importance of setting achievable targets to ensure consistent performance and team morale.

Tommy (02:17): "When you set a budget that you can't hit... you want to set something you can hit that challenges people but also they know they can hit."

He advises balancing ambition with practicality to maintain financial health and incentivize the team effectively.

Marketing Strategies and Software Utilization

A significant portion of the discussion centers around leveraging data aggregation tools like Power BI, Domo, and Grow.com to consolidate reports from various software systems. Tommy highlights that data is only valuable when actionable steps are derived from it.

Tommy (02:17): "All the data, by the way, means nothing if you don't act on it."

He also touches on the importance of diverse marketing channels, including SEO, Google Trends, and innovative tools like Pinpoint, to enhance lead generation and conversions.

Handling Financial Growth and Wealth Management

Tommy reflects on his experience with sudden financial growth, emphasizing the distinction between making money and managing it effectively. He shares insights on setting up trusts and seeking professional advice to handle increased wealth responsibly.

Tommy (02:17): "The scary thing about hiring a bunch of consultants is none of them roll in the same direction... but they're good."

He candidly discusses the societal and personal implications of wealth, stressing the importance of maintaining genuine relationships and personal well-being over superficial success.

Advice on Mentorship and Consultants

Addressing questions about finding effective mentors and consultants, Tommy advises investing in high-quality, reputable professionals who align with the company's vision and culture. He warns against expecting miracles from consultants, emphasizing the need for internal commitment to apply their guidance.

Tommy (02:17): "Most people don't do the work... they want you to come do the work."

He advocates for fractional CFOs and specialized consultants to provide targeted expertise without exorbitant costs.

Handling Customer Service and Sales Conversion

Tommy provides strategies to improve sales conversion rates, such as implementing better filtering techniques for leads and avoiding high upfront fees that may deter serious clients. He encourages creating value-added services and personalized approaches to enhance customer satisfaction and retention.

Tommy (02:17): "Find out they're very serious... don't use price to filter out leads, but use a better filter in there."

Additionally, he advises on crafting effective service agreements and cautioning against implementing them prematurely without solid foundational business practices.

Handling Expansion to New Locations

When expanding to new markets, Tommy recommends a measured approach: start with one additional location, ensure robust branding and marketing, and prioritize reputation building through consistent quality and customer feedback. He underscores the necessity of significant marketing investments to establish a presence in competitive areas.

Tommy (02:17): "Make sure you’re getting a lot of reviews. Reputation is everything... you have to put money into marketing and branding."

Equities and Incentive Programs

Tommy addresses the complexities of equity incentive programs (EIP), advising caution and professional guidance to avoid pitfalls that can harm the company. He shares experiences of how mismanaged EIPs can lead to business failures and stresses the importance of aligning incentives with company goals.

Tommy (02:17): "If you do the wrong things, it could destroy your company... just email me."

Recommendations and Closing Notes

In the closing segments, Tommy reiterates the importance of time management, delegation, and focus. He discusses the overwhelming demand for his expertise and the necessity to prioritize effectively to maintain productivity and personal well-being.

Tommy (02:17): "I want to use this forum to answer questions and I want people to respect that... getting very focused with your time."

He encourages listeners to implement the discussed strategies, engage actively with the community, and continuously seek personal and professional growth.

Notable Quotes

• Tommy on Commitment:

  "You created this goal. You said you were going to do it, and then I'm tying those commitments back to what it means for you."
  (00:00)

• On Data Utilization:

  "All the data, by the way, means nothing if you don't act on it."
  (02:17)

• On Scaling with Manuals:

  "If we've got manuals and standard operating procedures and checklists for your role, I can find someone else to come in and help you right away."
  (02:17)

• On Setting Realistic Goals:

  "Set something you can hit that challenges people but also they know they can hit."
  (02:17)

• On Hiring Consultants:

  "Most people don't do the work. They're looking for a miracle."
  (02:17)

Conclusion

This episode of The Home Service Expert Podcast offers a wealth of knowledge for entrepreneurs in the home service sector. Tommy Mello's candid insights into building and maintaining a high-performing team, coupled with practical advice on business growth and management, make this episode a must-listen for those aiming to elevate their business to new heights. By fostering a culture of accountability, investing in quality training, and strategically managing growth, Tommy provides a roadmap for sustained success in the competitive home service industry.

Connect with Tommy Mello and Access More Resources:
For additional insights and to access the comprehensive training notes from today's episode, visit homeserviceexpert.com/questions.

Explore Tommy's Book:
Discover how Tommy built a $200 million company by grabbing a copy of his latest book, Elevate. Visit elevateandwin.com to learn more.