Episode Overview
When a business takes off, and there’s scaling to be done, there’s usually somebody or some department behind the scenes that does unheralded work.
Mattioni Plumbing, Heating & Cooling Director of Process Improvement Dan Lizette knows all about how process improvement can drive growth. He also knows why documentation matters, and how creating career paths motivates and retains top talent.
In his experience, it’s imperative to take the time to make sure documents exist to keep everybody (new and veteran employees) on the same page.
“The easiest way to tackle the documentation process [is] to sit with a lot of people who are in certain positions and take copious notes to understand the processes and policies that are in place,” Lizette says.
In a company that undergoes change, every department benefits from proper documentation, he says. A company might need to rebuild a call center team from scratch or implement a training system.
“We’ve been caught a time or two by somebody departing the company,” Lizette says. “And we had to scramble to recover the institutional knowledge that walked out the door with them.”
When a team is focused on this type of a job, thorough document screening can often enhance prior processes.
“I had my whole team saying, Okay…If you ask a question that is not documented, I'm going to send you the answer, and then I'm going to convey that into a new page in our notebook,” Lizette says. “And so I was using responses to questions that I got, and that also became documentation.”
Lizette’s job boils down to basic communication–but basic communication doesn’t just happen. It usually needs to be managed.
Dan Lizette recently joined ServiceTitan’s Jackie Aubel on the “Toolbox for the Trades” podcast, which included Lizette’s thoughts on:
[8:07] Tackling the internal documentation process
[13.29] Incentivizing people to review documentation
[18:05] Process improvements and creating a career development hierarchy
[25:17] Call center KPIs and a performance bonus program
[33:41] The collaborative documentation process
To hear more stories from the trades, subscribe to Toolbox for the Trades on Apple Podcasts, Spotify, Google, or anywhere you get podcasts.
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?
