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Owned and Operated Culture

Behind the Scenes of a $20M Inspection Company

📅 October 22, 2025 ⏱️ 42:35 🎤 John Wilson, Harmony Brownwood

Chapters

Click to jump to section

  • 0:00
    The Origin Story
    Harmony recounts her humble beginnings, searching for her passion online, and discovering the real estate industry.
  • 0:47
    Insights from Industry Calls
    Harmony shares her experience calling various real estate professionals to understand their daily work and identifies a significant opportunity in home inspections.
  • 1:45
    Company Scope and Scale
    Harmony details Greenworks' current operations, including revenue, number of services, and team size across multiple states.
  • 2:58
    Early Challenges and Breakthroughs
    Harmony describes the initial struggles of starting Greenworks, including 16 months without a customer, and the pivotal moments that led to growth.
  • 4:17
    Customer Obsession Strategy
    Harmony explains Greenworks' fanatical approach to customer satisfaction, using various tools and feedback mechanisms to ensure high-quality service and continuous improvement.
  • 5:02
    Multi-State Expansion Strategy
    Harmony discusses the strategic decision to expand into new markets with engineering and environmental services, highlighting the differences from traditional home inspections.
  • 6:12
    Advice for Service Business Owners
    Harmony offers guidance on building large, service-driven teams, emphasizing the importance of working 'on' the business, developing SOPs, and leveraging specialized talent.
  • 7:15
    Connecting with Harmony
    Harmony shares her social media handles for listeners interested in connecting and discussing business further.

Speakers

J
John Wilson
Host — Founder, Owned and Operated; Owner, $30M home service company
H
Harmony Brownwood
CEO and founder of Greenworks Inspections and Engineering

Key Takeaways

✦

Prioritize working ON your business, not just IN it; focus on strategic growth and system development rather than solely technical work.

✦

Obsessively listen to your clients to understand their needs and preferences; continuously adapt your services based on their feedback to reduce friction and improve satisfaction.

✦

Build robust Standard Operating Procedures (SOPs) to ensure consistent service quality and reduce reliance on individual expertise, making your business scalable.

✦

Cultivate a strong company culture that values and retains employees by offering a clear mission, vision, and opportunities for a better life within the company.

✦

Strategically expand into new markets by identifying less competitive service offerings (like engineering or environmental services) that complement your core business and have easier entry points.

✦

Measure customer satisfaction through metrics like Net Promoter Score (NPS), reviews, and direct 'happy calls' to consistently exceed expectations and build a referable business.

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