Wayne Mullins is the founder and CEO of Ugly Mug Marketing. He has helped scale multiple companies while helping hundreds of entrepreneurs. He influences more than 250,000 entrepreneurs through his training program and books. He is the author of Full Circle Marketing: Transform Your Marketing and Turn Your Customers Into Evangelists.
In this episode, we talked about culture, customer avatar, marketing, leadership…
Show notes
- Introducing Ben Davis. [01:12]
- More about Ben’s business background. [02:19]
- A pivotal point in Ben’s life. [06:15]
- The benefits of ServiceTitan, and utilizing software to track KPIs. [09:38]
- Creating powerful content with the right photos. [13:33]
- How Ben’s business transitioned from servicing commercial to residential. [17:01]
- What a curbside evaluation is. [22:23]
- How Ben lets his tech handle the service call independently. [23:09]
- The importance of choosing the right people during the hiring process. [24:20]
- About RapidHire and Ben’s full training and apprentice process. [25:13]
- The importance of the turnover process during apprenticeship. [28:43]
- What the 6 options are all about. [33:39]
- Ben’s KPI goals for his techs and his target conversion rates. [35:27]
- Challenges with coaching veteran business owners on new business methods. [40:38]
- Becoming efficient with automation vs. hiring more staff. [45:27]
- Why it’s about who you hire and how you take care of them. [50:29]
- The importance of talking to and motivating your CSRs. [55:33]
- The mistake that small companies need to avoid. [58:14]
- Ben’s views on pushing people out of their comfort zones. [1:01:24]
- Hiring fast because top performers don’t wait. [1:07:35]
- How to entice and retain the best of the best. [1:12:13]
- The best way for business operators to learn and teach. [1:15:04]
- Ben’s big plans for the next few years. [1:21:28]
- How to get more information about Ben. [1:24:05]
- Why you need to start just getting things done. [1:27:39]
- Top books on Ben’s reading list. [1:30:33]
- Ben’s most important piece of advice to home service business owners. [1:41:33]
Resources And People Mentioned:
- Ben Davis
- Express Plumbing Service
- Seasuckers
- ServiceTitan
- Smart Service
- Pantheon
- Housecall Pro
- Jon Taffer
- Tom Howard
- Trainual
- RapidHire
- Tricks of the Trade to Success by Paul Kelly
- Ken Goodrich
- Schedule Engine
- Leland Smith
- Aaron Gaynor
- Joe Cesare
- Aaron’s Quality Plumbing
- Jody Underhill
- The Wizard of Ads by Roy Williams
- Home Service Millionaire by Tommy Mello
- The Five Dysfunctions of a Team by Patrick Lencioni
- Victor Rancour
- Absolute Airflow
- Service Champions
- The Dream Manager by Matthew Kelly
- Creating Competitive Advantage by Jaynie Smith
- The Sales Boss by Jonathan Whistman
- Garage Door Freedom
- Julian Scadden
- Jack Tester
- Nexstar (Network)
- Dan Antonelli
- Al Levi
- WWETT Show
- John Maxwell
- The E Myth by Michael Gerber
- Rhino X
HAVE YOU ORDERED MY NEWEST BOOK YET?
In my new book, Elevate, I share how I created the right structures and incentives to build a team of A-players, and how that helped me build a $200M Garage Door business in 19 states. Order it now and get access to 5 free amazing bonuses!
