The Journey from Dispatcher to Profit Coach

In this conversation, Catherine Bares, Service Coach & Trainer at BDR Co, shares her extensive journey in the HVAC industry, transitioning from a dispatcher to a profit coach.

She emphasizes the importance of team dynamics, effective compensation structures, and the role of AI in enhancing business operations. Catherine provides insights into profitability strategies and the necessity of soft skills training for technicians while also discussing current trends in the industry.

Key Takeaways from this Episode:

• Profit coaching goes beyond just revenue; it involves team dynamics.
• Celebrating team achievements is crucial for motivation.
• Understanding inefficiencies requires a holistic approach.
• Compensation structures should balance hourly pay with performance incentives.
• AI is becoming increasingly relevant in the HVAC industry.
• Technicians need training in both technical and soft skills.
• Engaging technicians with contests can boost morale and performance.
• Tracking performance metrics is essential for profitability.
• The human element in customer service remains irreplaceable.

Chapters from this Episode:

• 03:11 Understanding Profit Coaching
• 05:49 The Importance of Team Dynamics in Profitability
• 09:13 Compensation Structures: Hourly vs. Commission
• 12:05 Trends in the HVAC Industry
• 15:12 The Role of AI in Business

ABOUT THE HOST

Ryan Englin

As the CEO of Core Matters, Ryan Englin is passionate about supporting small and midsize blue-collar companies to build amazingly productive companies by hiring the right people. Growing up, he saw his father working 12-hour shifts and weekends as an owner/operator, witnessing firsthand the struggles these companies have in hiring quality frontline employees.

Listen to the podcast featuring Catherine Bares on Titans of the Trades podcast!