The Mistake That’s Destroying Your Plumbing Biz (and how to avoid it)

📅 January 9, 2026 ⏱️ 1:09:35 🎤 Jered Williams, Justin De

Chapters

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0:00

Introduction to Service Managers

Jared Williams introduces guest Justin De to discuss the importance of service managers in a plumbing business and how to make them exceptional.
1:53

Mistake: Promoting Top Techs

Justin De highlights the common error of promoting top technicians to service manager without leadership training, often leading to burnout and turnover.
5:04

Five Pillars of Training

The discussion introduces five key pillars for effective service manager training: defining the role, leading the day, understanding numbers (KPIs), coaching/communication, and building a winning culture.
3:52

Defining the Service Manager Role

Exploration of the service manager's responsibilities, particularly focusing on controlling labor and material costs, and how the role varies by business size.
7:40

Numbers and KPIs

Discussion on crucial KPIs like labor, materials, average ticket, and billable efficiency, emphasizing daily monitoring and the importance of five-star reviews for retail-focused businesses.
11:58

Building a Winning Culture

The hosts delve into the significance of culture in a business, emphasizing curiosity, clear expectations, and addressing employee issues proactively to foster a positive team environment.
5:31

The Importance of GPS

A brief but crucial tangent on the necessity of GPS in company trucks for protection, efficiency, and understanding employee activities.

Speakers

Jered Williams

Host

Justin De

Key Takeaways

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Avoid promoting top technicians to service manager without leadership training; their skills are different and require specific development.

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Implement a structured service manager training program focusing on defining the role, time management, key performance indicators (KPIs), coaching, and culture building.

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Monitor labor and material costs daily, not monthly, as these are the quickest ways to impact profitability in a service business.

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Utilize an organizational chart to clearly define roles and career paths, allowing top performers to see opportunities and encouraging proactive training discussions.

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Define and communicate clear core values, and be prepared to hire and fire based on alignment with these values to cultivate a healthy business culture.

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Equip all company vehicles with GPS for protection, efficiency, and insights into field operations, setting clear boundaries for vehicle use.

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Continuously recruit, even when not actively hiring, to build a pipeline of potential talent and avoid making desperate hires that may compromise your culture.

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