Here’s something that you may have never thought about, but it’s something I think you should pay more attention to when you’re training your technicians. So, let me ask you a question. Are your technicians presenting the customer with the facts, or are they unknowingly making financial decisions for the customer? Here’s what I mean. For example, let’s say you have a technician who goes into a customer’s home, diagnoses a refrigerator, and the repair is going to be $900. In that technician’s personal financial world, $900 may feel like a lot of money. They may personally think, “There’s no way I would spend $900 repairing this refrigerator.” The interesting part is that belief can start showing up in how they communicate with the customer without them even realizing it. Their tone may change when they present the price. They may hesitate, soften the recommendation, or begin steering the customer toward replacement simply because the repair feels expensive to them. But what is that based on? The customer could have a $5,000 built-in refrigerator, they may love the appliance, replacing it may create a much larger expense, and $900 may make complete financial sense in their situation. The technician is looking at the repair through their own financial lens instead of the customer’s. I believe this is something we really need to address during our weekly technician training. We should absolutely teach technicians how to help customers understand the economics of a repair, including the age and condition of the appliance, replacement cost, parts availability, other potential repairs, and anything else that legitimately affects the decision. There are situations where replacing the appliance may make more sense. What we don’t want is a technician deciding that something is too expensive simply because it feels expensive to them. Imagine this like a pair of glasses. Every one of us has our own money glasses based on our income, upbringing, experiences, and beliefs about money.

Your first job as a founder is not to look successful. It is to make the business work. Sell something people genuinely need. Charge enough to deliver it well. Keep your expenses lower than your income. Protect your cash. Learn what produces profit and repeat it. Document anything you do more than twice. Hire when the work is proven and teachable. Pay attention to customers, but do not let every opinion change your direction. Build the business so it becomes less dependent on you each year. Revenue gives the business movement. Profit gives it strength. Systems give it freedom. Integrity gives it longevity.

Today I will be hosting a live webinar workshop at 3:00pm CST. You will learn about the 4 enemies of owner freedom and how to defeat them. You are all invited If you want to come join and get this training then you can register here! See you there. https://outofthetruckteam.systeme.io/webinar

Before we discuss growing your appliance business, it is important to revisit Be the Leader and the principle that accompanies it: every successful enterprise is built twice; first within the mind of its architect, and then within the marketplace. A business rarely rises above the quality of the vision, structure, and intentionality behind it. The following five principles I am about to share with you are not simply habits. They are disciplines that help an owner move from reacting to circumstances; toward intentionally designing a business capable of creating abundance, impact, and lasting value. 1. The First Hour Advantage The early hours belong to the leader. Before customers call, technicians arrive, and unexpected challenges begin competing for your attention, there is an opportunity to align yourself with your vision and purpose. Being present reminds us that wisdom is found when we direct our attention intentionally rather than allowing distractions to direct it for us. A clear mind sees opportunities, solutions, and efficiencies that a rushed mind often overlooks. 2. The Driver's Seat Principle Conditions are always changing. Markets shift, competitors emerge, employees come and go, and customer expectations evolve. Successful business owners understand that while they cannot control every condition, they can control their response to those conditions. A purposeful morning routine creates space to evaluate systems, people, and priorities before the day gains momentum. Rather than allowing circumstances to shape your future, you begin shaping the future of your business through thoughtful refinement and strategic direction. 3. The Wisdom Multiplier Every appliance business is ultimately the result of thousands of decisions compounded over time. The more understanding you gain, the better your judgment becomes. The more adaptable you remain, the more effectively you can navigate change. Decisions made from clarity, preparation, and wisdom tend to produce stronger teams, better customer experiences, and greater profitability. Just as poor decisions compound, so does wisdom.