Episode Overview
For a stretch of time, business was good, and self-perpetuating, for fourth-generation plumber Cris Dutelle, who owns Service Plumbing in Ocala, Florida.
Then came a scary triple bypass surgery. Lying in a hospital bed before the procedure, Dutelle felt the need to show family members how his business was run. Just in case.
The good news: He survived. The bad news was that revenue began to dip. Dutelle realized he had to learn how to do business in an entirely different way.
He was already using ServiceTitan but had never been to Pantheon. In 2023, the annual conference was in Orlando, a short drive from his home. Dutelle went – and discovered a networking brotherhood.
He was welcomed in with open arms, despite his relative lack of knowledge of standard business practices.
With his eyes opened, Dutelle went back to work and put his new knowledge into action. Previously, he’d been doing steady business in the hospital industry and had discovered a specialty niche: medical gas maintenance.
With new protocols in place, including a marketing plan, Dutelle doubled down on medical work and expanded into residential services.
While Dutelle now has his back office performing well, he’s not forgotten that the service industry is really a people-first industry.
“It’s not just about doing the plumbing and the work,” he says. “It’s about cleanliness. And you don’t treat people as customers. You treat them as neighbors and become friends.”
Dutelle vows to never forget how he was able to find friendly faces at Pantheon who passed on tips of the trade. Now, he regularly gets together with other local trade company owners and talks about best practices with them.
“We have no competitors, only collaborators,” he says. “The rising tide raises all boats.”
Cris Dutelle recently joined ServiceTitan’s Jackie Aubel on the “Toolbox for the Trades” podcast, which included Dutelle’s thoughts on:
[05:18] How Dutelle found his niche in the hospitals and medical gas space
[11:08] How a major life event changed the way Dutelle viewed his business
[14:29] How Pantheon helped change Dutelle’s perspective on work and life
[27:41] Marketing tips that are never too late to learn
[36:23] The “Hire fast, fire fast” mindset
To hear more stories from the trades, subscribe to “Toolbox for the Trades” on Apple Podcasts, Spotify, Google, or anywhere you get podcasts.
Related Videos
About ServiceTitan
ServiceTitan is a comprehensive software solution built specifically to help home service companies streamline their operations, boost revenue, and substantially elevate the trajectory of their business.
Our comprehensive, cloud-based platform is used by thousands of electrical, HVAC, plumbing, garage door, and chimney sweep shops across the country—and has increased their revenue by an average of 25% in just their first year with us.
Ready to learn more about what ServiceTitan can do for your business?
