Episode Details

On this episode of the Jered Williams show, Scott Hobbs shares his journey of scaling a multi-generational plumbing business, from starting with his father in 1989 to managing a large-scale operation with over 80 employees and 55 trucks. Scott details the operational necessity of separating residential new construction from service work, highlighting how each requires a distinct approach to staffing and customer service. He credits much of the company's success to the systems and culture established by his wife and business partner, Pam, emphasizing that hiring for personality and maintaining rigorous accountability are more critical than technical experience alone. The discussion also explores the implementation of flat-rate pricing, the benefits of a service advisor model, and the impact of consistent sales training and role-playing on the company's growth and technician performance.