One simple tweak took an HVAC company from a 37% close rate to 68%. And it wasn't about working harder — it was about slowing down.

In this episode, Danny Zatarain (Head of Training at Can't Stop the Growth) breaks down the exact process he used to transform Ireland HVAC's sales performance in just 6 months.

Additional Resources:

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Chad Peterman | CEO | Author

Learn more about the Peterman Brothers

Follow PeopleForward Network on LinkedIn

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Key Takeaways:

• Why your techs are only showing 1-2 options (and how to get them to 6)
• The one metric that predicts success: Options Average
• How to make MORE money with FEWER calls per day
• The customer feedback loop that changed everything
• Why slowing down during busy season is your competitive advantage

The ABC Decision Framework changed how we empower our team.

Steve Sorenson, Senior Director of Learning & Culture at Johnsonville, breaks down how to build a culture where your team makes decisions without waiting for permission.

Company culture training expert Steve Sorenson shares the ABC Decision Framework for employee empowerment and leadership development. Learn how to stop micromanaging, build organizational culture, and create decision-making frameworks that work in home services, HVAC, plumbing, and trades businesses. The behaviors you tolerate become your culture, here's how to change that.

THE ABC FRAMEWORK:

→ A Decisions = Just do it (I don't need to know)

→ B Decisions = Tell me after (so I can back you up)

→ C Decisions = Ask me first (financial or customer impact)

This one framework stops micromanaging and empowers your team overnight.

Additional Resources:

Connect with Steve: LinkedIn:

Learn more about Johnsonville

Subscribe to CSTG on YouTube!

Connect with Chad on LinkedIn

Chad Peterman | CEO | Author

Learn more about the Peterman Brothers

Follow PeopleForward Network on LinkedIn

Learn more about PeopleForward Network

Key Takeaways:

• Why "the worst behaviors you tolerate become your culture"
• The ABC Decision Framework (A, B, C decisions explained)
• How to move from training to actual learning & development
• What Johnsonville does that home services companies miss
• The AI coaching tool they're building (and why it matters)

Most home service companies still treat the call center like an expense.

That is a mistake.

In this episode of Can't Stop the Growth, Chad Peterman sits down with Avoca's Tyson Chen to break down why the call center should be treated like a true revenue driver. From booking rate clarity to missed daytime opportunities, after-hours overflow, membership conversion, and smarter coaching, this conversation is packed with practical insight for HVAC, plumbing, and trade leaders who want to stop losing revenue they never even knew they had.

This episode is especially valuable for owners, GMs, call center managers, and operators preparing for peak season and trying to maximize every lead that comes through the door.

Additional Resources:

Connect with Tyson Chen

Learn more about Avoca

Subscribe to CSTG on YouTube!

Connect with Chad on LinkedIn

Chad Peterman | CEO | Author

Learn more about the Peterman Brothers

Follow PeopleForward Network on LinkedIn

Learn more about PeopleForward Network

Key Takeaways:

• Your call center is not overhead
• Know your real booking rate
• After-hours is a major revenue leak
• Missed calls reveal bigger operational problems
• Coaching needs more than a few sampled calls
• Input metrics drive output metrics
• Memberships increase commitment
• Operations and call center must stay aligned