Growth in a home service business doesn’t break because of a lack of leads. It breaks when communication, structure, and leadership can’t keep up.

Janeen Norquist joins me, president and co-owner of Just In Time Heating, Air Conditioning, and Plumbing, a growing HVAC and plumbing company based in Illinois. After spending 16 years at 3M, she stepped into the trades and helped build a business alongside her husband from the ground up.

In this episode, we get into what it actually looks like to grow a home service company beyond the early stages. Janeen shares the reality of leaving a stable career, the financial pressure in the early years, and how learning the numbers and building the right processes changed their trajectory.

We also break down how they use DISC personality profiles across their entire team to improve communication, reduce internal friction, and make better hiring decisions. Janeen explains how understanding how people are wired has led to stronger retention, better leadership, and a more aligned company culture.

We also cover role-playing, leadership development, and what it takes to move from around 3 million to over 5 million in revenue without losing control of the business.

If you want to scale with better systems, stronger people, and clearer direction, this episode will give you practical strategies you can apply right away.

What You Will Learn in This Episode

• Why home service companies stall in the 3M to 6M growth stage
• How communication issues impact team performance and retention
• How DISC profiles help improve hiring and leadership decisions
• Why understanding personality types leads to better customer interactions
• How to build a culture that supports long term growth
• The importance of role playing in training technicians and office staff
• How to develop leaders instead of just promoting top performers
• Key financial metrics every HVAC and plumbing business owner should track
• How to improve efficiency and accountability as your business grows
• What it takes to scale a home service business without burning out your team

Connect with Janeen Norquist

Website: justintimeheroes.com
LinkedIn: Janeen Norquist

More From Profit & Grit

Book your complimentary Financial Insight Session with Tyler Martin, fractional CFO for home services and the trades, here:

http://cfointrocall.com

Learn more at http://cfomadeeasy.com

Follow the show for weekly interviews with HVAC, plumbing, and home service owners and experts who share what it really takes to grow, scale, and profit in the trades.

If you listen to any of the following shows, we’re sure you’ll love ours too! To The Point Home Services Podcast, Toolbox for the Trades, Masters of Home Service, Home Service Business Coach With David Moerman, BlueCollar.CEO, The Home Service Expert Podcast, Next Level Pros, Blue Collar Business Podcast, Home Service Millionaire with Mike Andes, The Contractor Fight with Tom Reber, a

🎙️ Profit & Grit by Tyler Martin
Real stories. Real strategy. Real results for service-based business owners.

🔗 Website: ProfitAndGrit.com
📍 LinkedIn: linkedin.com/in/thinktyler
📸 Instagram & TikTok: @profitandgrit

Tyler Martin, a fractional CFO for home services and the trades

📅 Want to grow your business with smarter financial strategy?
Book a free intro meeting

You’re booking the job… and still losing it. A lot of home service companies think they need more leads. In reality, the leak is what happens after the phone call. The appointment gets set, but the customer keeps shopping, cancels, or never fully commits.

Brigham Dickinson joins me, founder of Power Selling Pros, a company that helps contractors improve how they handle calls, coach their teams, and convert more opportunities into revenue.

Brigham has spent over 17 years reviewing real customer calls and working with hundreds of HVAC, plumbing, and electrical companies. His focus is simple: get more out of the leads you already have.

In this episode, we break down why booked calls still fall apart, where CSRs lose control of the conversation, and how AI is changing call handling... for better and worse. Brigham explains why booking the appointment isn’t enough, and how the best companies create trust early so customers stop shopping.

We also talk through technician performance, dispatch decisions, and why matching the right tech to the right job plays a bigger role in revenue than most owners realize.

What You Will Learn in This Episode

• Why most contractors don’t have a lead problem, they have a conversion problem
• What leads to cancellations after a job is scheduled
• How CSR performance impacts booking rates and revenue
• Where AI fits into call handling and where it falls short
• Why the customer experience starts on the first call
• How better conversations reduce price shopping
• The role of technician matching in job success
• Why follow-up after booking matters more than you think
• How small gains in conversion can drive significant growth
• What top-performing companies do differently to win more jobs

More From Profit & Grit

Book your complimentary Financial Insight Session with Tyler Martin, fractional CFO for home services and the trades, here:

http://cfointrocall.com

Learn more at http://cfomadeeasy.com

Follow the show for weekly interviews with HVAC, plumbing, and home service owners and experts who share what it really takes to grow, scale, and profit in the trades.

If you listen to any of the following shows, we’re sure you’ll love ours too! To The Point Home Services Podcast, Toolbox for the Trades, Masters of Home Service, Home Service Business Coach With David Moerman, BlueCollar.CEO, The Home Service Expert Podcast, Next Level Pros, Blue Collar Business Podcast, Home Service Millionaire with Mike Andes, The Contractor Fight with Tom Reber, and Blue Collar Success Group.

Connect with Brigham Dickinson

Website: https://powersellingpros.com/
LinkedIn: https://www.linkedin.com/in/brigham-dickinson/
Facebook: https://www.facebook.com/power.sellingpros/

🎙️ Profit & Grit by Tyler Martin
Real stories. Real strategy. Real results for service-based business owners.

🔗 Website: ProfitAndGrit.com
📍 LinkedIn: linkedin.com/in/thinktyler
📸 Instagram & TikTok: @profitandgrit

Tyler Martin, a fractional CFO for home services and the trades

📅 Want to grow your business with smarter financial strategy?
Book a free intro meeting

The biggest missed opportunity in most home service businesses isn’t leads, it’s what happens after the lead comes in.

Ryan Fenn joins me, founder of Chirp, a platform built to help contractors improve follow-up, communication, and conversion without increasing ad spend.

Ryan comes from a sales background and built Chirp out of his own frustration with inconsistent follow-up. Today, his team has analyzed hundreds of millions of text messages to understand what actually drives responses and closes deals.

In this episode, we break down why most follow-up fails before it even starts, and how small changes in wording can dramatically impact results. Ryan explains why sounding like a marketer kills conversion, how to communicate in a way that feels natural, and why timing plays a bigger role than most people realize.

We also get into AI, automation, and how to use both to improve consistency while still keeping the human connection that builds trust and wins jobs.

What You Will Learn in This Episode

• Why most contractors don’t have a lead problem, they have a follow-up problem
• How small changes in language can significantly increase response rates
• The difference between marketing messages and real conversations
• Why timing and cadence matter more than most people think
• How to structure follow-up beyond just one or two touchpoints
• The role of automation in creating consistency
• How AI can support communication without replacing the human element
• Why long-term follow-up can turn lost leads into closed jobs
• How better follow-up improves ROI without more marketing spend
• What separates average conversion from top-performing companies

More From Profit & Grit

Book your complimentary Financial Insight Session with Tyler Martin, fractional CFO for home services and the trades, here:

http://cfointrocall.com

Learn more at http://cfomadeeasy.com

Follow the show for weekly interviews with HVAC, plumbing, and home service owners and experts who share what it really takes to grow, scale, and profit in the trades.

If you listen to any of the following shows, we’re sure you’ll love ours too! To The Point Home Services Podcast, Toolbox for the Trades, Masters of Home Service, Home Service Business Coach With David Moerman, BlueCollar.CEO, The Home Service Expert Podcast, Next Level Pros, Blue Collar Business Podcast, Home Service Millionaire with Mike Andes, The Contractor Fight with Tom Reber, and Blue Collar Success Group.

🎙️ Profit & Grit by Tyler Martin
Real stories. Real strategy. Real results for service-based business owners.

🔗 Website: ProfitAndGrit.com
📍 LinkedIn: linkedin.com/in/thinktyler
📸 Instagram & TikTok: @profitandgrit

Tyler Martin, a fractional CFO for home services and the trades

📅 Want to grow your business with smarter financial strategy?
Book a free intro meeting