Mailbag Episode: Customer-Centric Secrets to Handle Tough Clients
Saison 2 · Épisode 15
mercredi 11 juin 2025 • Durée 30:48
In the third mailbag episode of season two, Kenny Chapman and Chris Crew take on audience questions focusing on customers—how to handle them, serve them, and keep your sanity in the process. They break down what to say during a follow-up, how to deal with refund requests, and why the “customer is always right” mindset might be holding you back.
Tune in to get practical tips, a fresh perspective, and the kind of straight talk that helps you show up better—for your team, your clients, and yourself.
Chris starts by explaining how to master sales follow-ups and why most follow-ups fail without proper anchoring.
Learn why salespeople who know how to anchor always close more deals and how ditching strict scripts gives you the flexibility to connect authentically.
Chris shares ways to pick up a conversation with prospects without wasting time, including practical phrases you can use immediately to keep things moving forward.
Why Chris recommends eliminating the phrase “follow-up” from your vocabulary and the mindset shift that creates better sales conversations.
Kenny highlights why every sales follow-up should be treated as one seamless sales appointment.
How to handle upset customers: Kenny breaks down why the “customer is always right” myth can actually hurt your business and what to do instead.
Chris explains the secret to dealing with difficult customers: Don’t take it personally because it’s never really about you; it’s always about them.
Understand why some customers won’t be reasoned with and how to focus your energy on the 95% who truly want to work with you, instead of the small percentage trying to take you down.
Kenny reveals how to keep your team motivated when offering money-back guarantees, especially when technicians might feel they’re losing commission when customers ask for their money back.
Why giving refunds, even when you did everything right, is a long-term business win: Kenny shares the mindset of “life gives more to the giver.”
Learn why developing an abundance mindset is crucial for business success: Kenny explains how knowing there will always be more customers keeps scarcity fears at bay.
Chris shares three keys to supporting entrepreneurs during stressful times: Patience, communication, and candid conversations that open the door to real solutions.
What to do when frustration with employees builds: Chris shows how vulnerability and honest communication can turn tension into teamwork.
Chris explains why getting clear time frames after delegating tasks keeps projects on track and how to avoid the “handoff hangover.”
According to Kenny, there's no such thing as financial independence. There's only emotional independence. When we reach a certain milestone of money, then the emotional freedom kicks in.
Kenny emphasizes putting relationships before results. This is the secret behind his strong partnership with Chris and why business wins flow from personal trust.
How to practice accountability in relationships: Kenny advises taking 100% responsibility for what’s yours and letting go of what isn’t.
Invest in Your People: How to Empower Employees and Boost Profitability with Kelton Balka
Saison 2 · Épisode 14
mercredi 4 juin 2025 • Durée 46:04
Kenny Chapman and Chris Crew sit down with Kelton Balka, owner of Tennessee Standard and a fifth-generation plumber. Kelton shares how taking care of your team isn’t just the right thing to do—it’s the smartest business move you can make. From scaling his plumbing company to over $1 million in monthly revenue and building a culture where people don’t want to leave, he breaks down what it really means to invest in your people—and why profitability is just a byproduct.
Kelton starts by sharing his journey from being a fifth-generation plumber to running his own successful company — and why he nearly avoided plumbing because everyone told him there was “no money in it.”
Kelton shares how going to college was his way of making sure he could run a business and be a great tradesman.
Kelton reveals the hardest hump in growing a business: Going from one truck to four. That jump took him to $1.2 million in revenue.
What is the real recipe for business success? According to Kelton, it comes down to business smarts, on-the-ground experience, and understanding your numbers.
Kelton reveals what Tennessee Standard is all about--and how they plan on becoming Knoxville’s #1 plumbing company, give tradesmen a path to real wealth, and become a light in the community, all for the glory of God.
Kenny and Kelton agree that ego has no place in business. If you want to build something sustainable, you must get rid of your ego.
According to Kelton, plumbing is a people business. You're not selling parts — you're selling labor. And if you don’t take care of your people, you won’t make it.
What is the smartest move you can make early on in your business? Kelton says: build a financial model. It may just be a big spreadsheet, , but it shows you exactly what happens when you sell X, spend Y, and what’s left at the bottom.
Kelton reveals how to scale from $3 million to $6 million and stay profitable.
How to invest in your people according to Kelton:
1. Pay better than average.
2. Train consistently — they train four days a week at Tennessee Standard.
3. Provide top-tier equipment — it improves both results and morale.
Mailbag Episode: How to Grow Your Business Through Pricing, Sales Strategy and Process Optimization
Saison 2 · Épisode 5
mercredi 2 avril 2025 • Durée 31:45
This episode is a mailbag episode in which Kenny Chapman and Chris Crew tackle a couple of crucial questions from audience members.
From the biggest concern that keeps them up at night to the #1 cause of business failures and increasing credit card transaction fees.
You’ll hear Kenny and Chris shed some light on these important issues, some of which will help you grow your business.
Kenny Chapman and Chris Crew kick off the episode by addressing a question from audience member Haley, who asks about the challenges that are keeping them up at night in a time where consumers are financially struggling.
Chris acknowledges that building a business is fun and rewarding and that different people have different concerns.
The goal of pretty much every home service business owner is to grow top line – but it’s important to do it profitably, stresses Chris.
Chris explains why growing unprofitably is the most painful thing in the world, and why you should get profitability dialed in first.
Chris and Kenny share a real-life example of a company that did not focus on profitability in its first three years–and how its business transformed once it did!
Kenny brings Wall Street and unicorn startups into the conversation.
Process optimization is the challenge that keeps Kenny up at night.
Activity, commitment, courage, focus, confidence, implementation, and non-stop training all contribute to making a company take notice and want to hire you
Chris discusses an approach that can generate very strong margins on low-end equipment.
Scheduling is the focus of the next audience question…
Chris touches upon the importance of having a call priority matrix in the context of sales.
Kenny reiterates that it’s about being profitable, as well as the fact that less is more.
“Every day, we’re doing the best we can in the human experience, in the service business world,” says Kenny.
Remember: your best is all you’ve got!
Audience member Taylor asked Kenny and Chris for help in creating scripts and verbiage regarding a 3% credit card fee – something that Taylor’s customers don’t like.
From Sales Grit to Growth: Lessons from Mid-America Mister Sparky
Saison 2 · Épisode 4
mercredi 26 mars 2025 • Durée 50:04
Kenny Chapman and Chris Chrew welcome Darrell Boyd and Aaron Hagan from Mid-America Mister Sparky!
They take back the curtain on Mister Sparky’s winning strategy for sales success – including the key role of company culture, the power of grit, and intentionality around sales.
You’ll hear more about avoiding the top-line sales intoxication trap, the importance of being disciplined with your focus, and the ongoing blue collar “tsunami.”
Kenny Chapman and Chris Crew kick things off by introducing their guests, Darrell Boyd and Aaron Hagan, and by sharing how Chris and Aaron actually go way back.
January 3, 2005 was a career-defining moment for Chris: it’s when he went to work for Mister Sparky in Atlanta.
Mid-America Mister Sparky is the largest privately-held franchise in the HSB network.
Aaron and Darrell touch upon them meeting at an electrician on-time class back in 2007.
Darrell has a message for all those in the home service industry: It’s a tough space to be in, but you should never forget that you do have support as well as access to others.
Kenny doesn’t believe in number ones and number twos…
His approach ties into Dan Sullivan’s concept of Unique Ability.
Darrell and Aaron talk about how, as dominant number ones, they deal with people who have strong personalities.
Not being on the same page is something that rarely happens to Mid-America Mister Sparky’s Darrell Boyd and Aaron Hagan.
Aaron opens up about his “this will not fail!” attitude, especially when he started his joint venture with Darrell.
When he first started, Kenny was one of those “you don’t understand my market” people.
Kenny is a fan of treating a small market as if it were smaller.
With Mid-America Mister Sparky, Darrell and Aaron are in over 10 different states.
Aaron illustrates Mister Sparky’s approach in the region Darrell and Aaron are guests of.
Years ago, Kenny shared an important lesson with Chris: Always aim at making your future greater than your past.
A company Christmas gala is something Aaron and Darrell use to build a better company culture – they take back the curtain on what that experience looks like.
Turning "Just Looking" Shoppers into Paying Customers
Saison 2 · Épisode 3
mercredi 19 mars 2025 • Durée 20:58
“How do I turn ‘just looking’ prospects into paying customers?” is probably one of the most recurring questions among home service salespeople…and that’s exactly what hosts Kenny Chapman and Chris Crew tackle in this episode of the Home Service Business Success show.
They talk about the importance of having a process to follow, common mistakes salespeople make when visiting prospects’ homes, and why you shouldn’t fight objections but rather follow them.
You’ll get to hear Chris and Kenny skills practice (aka role play) and share the step-by-step process that, if followed, will allow you to close more prospects.
Today’s episode addresses how to turn “just looking” prospects into paying customers.
Chris Crew views process as something that “outperforms anything and anybody.”
Chris discusses the importance of not making assumptions in sales – and the consequences when you do.
Uncovering a prospect’s motive is the most important task when you walk into their home for the first time.
Trying to shortcut the process and qualifying prospects too quickly are two of the biggest mistakes home service salespeople make.
Kenny Chapman believes it’s imperative to allow the process to do what it’s meant to do.
Chris and Kenny engage in skill practice (aka role play) and break down the process you should follow to qualify a prospect when visiting their home.
Kenny emphasizes the power of running a process while allowing prospects to feel they are in control.
Chris and Kenny unpack the scenario where a prospect says, “I’m going to look to get a couple more estimates before I make a decision.”
Remember: when there’s no established buying criteria, prices become the default criteria prospects will rely on.
For Kenny, it’s important to remember that prospects are always “just looking” until they’re not…
Chris and Kenny advocate not fighting the objection, but rather following it – by following the conversation, you’ll win more often than not.
Mentioned in This Episode:
Conquering the "I Need to Talk to My Spouse" Objection
Saison 2 · Épisode 2
mercredi 12 mars 2025 • Durée 21:22
“I need to speak to my spouse.”
That’s an objection that many home service salespeople fear – you hear that, you’re doomed…
Why do some people bring that point up during an appointment and what can you do to conquer that objection to successfully close the sale?
In today’s episode of the Home Service Business Success Show, hosts Kenny Chapman and Chris Crew discuss how to prevent the “I need to speak to my spouse objection.”
You’ll hear about the mindset needed, the reasons for that objection, and strategies you can use (like alternative closing and the “be-back appointment”) to overcome it.
This episode looks at what home service companies can do leading up to and during the “I need to talk to my spouse” objection they may face.
For Chris Crew, the intake process whenever a phone conversation about the estimate for a big ticket item is taking place is key for setting up – and ultimately closing – the sale in person.
One of the key steps of the process is to understand who the main decision maker is and ensure that they will be present at the time of the in-person appointment.
Additionally, it’s imperative to communicate to prospects that there’s an expected time commitment, which will help when meeting them in person at their home.
Chris shares a simple strategy you can use to increase the chances of all parties being present at the time of your visit.
The “I need to talk to my spouse” conversation typically arises toward the end of an exchange – Kenny Chapman believes that it should occur earlier, rather than later.
Kenny believes that every big purchase (of $1,000 or more) is a decision that people should discuss with their spouse/significant other.
Chris and Kenny talk about the fact that, as a high-performing salesperson, you’re going to have to do some nights and weekends.
Kenny touches upon how COVID not only changed the way millions of people work but also the impact of those changes on the sales process of home service businesses.
Chris brings up the concept of the so-called “be-back appointment” into the conversation – including when to rely on it.
Price Is Too High! - Objection Obliteration
Saison 2 · Épisode 1
mercredi 5 mars 2025 • Durée 31:24
In the first episode of season 2 of the Home Service Business Success Show, hosts Kenny Chapman and Chris Crew tackle one of the most common objections in sales: “The price is too high!”
They break down why many home service business owners struggle with the pricing confidence needed, what you need to know to truly understand value, option closing, and how to stand clear of the tug of war that often takes place between buyers and sellers.
Plus, you’ll learn about a simple gesture that will help you understand whether a prospect potentially trusts you – or not – and how to best approach the price object many people have.
Tune in to learn how you can handle pricing objections and close deals like a pro.
Kenny and Chris address the “the price is too high!” objection.
Chris explains that the price is established by the company based on the profit margins that they desire.
One of the challenges home service businesses face is the fact that not all team members believe in the price.
An important reminder for you to go back to, from time to time, is that you are NOT your own customer – therefore, the price objection that shows up in your mind is an illusion.
“The #1 price objection we have is the person delivering the price!”, says Kenny.
Feeling as if we aren’t worthy of the price we’re charging is one of the biggest mental challenges home service business owners face.
Kenny shares the psychology behind what a prospect saying “The price is too high!” may be thinking.
Remember: everyone carries a different perspective of value.
Chris goes through the concept of option closing – something they teach over at Blue Collar Success Group.
Chris suggests really paying attention to how a customer welcomes you into their home, because, without realizing it, people tend to give you a visual cue that will determine whether they trust you or not.
When it comes to selling, you should have an outcome-based approach, says Chris.
As a technician or in-home salesperson, you need to tap into the emotional drivers of why people buy.
Kenny touches upon the price always being too high unless it touches the “buying buttons” of the potential client.
From “If Only…” to Business Success: Mindset and Techniques for Personal Growth and Professional Wins
Saison 1 · Épisode 13
mercredi 5 février 2025 • Durée 53:03
For the season finale, hosts Kenny Chapman and Chris Crew sat down in person at Acceleration Days to talk about the mindset needed to go beyond the “If only…” mindset and achieve both business success and personal growth.
Learn about the career-defining moments Kenny and Chris went through, the 3 Ps the Blue Collar Success Group teaches its clients, and what you should consider – and do – to navigate through business challenges and come out successfully on the other side.
You’ll also hear about who you should focus on if you want to gain energy and who to focus on if you want to lose that energy!
Kenny starts this in-person episode by sharing that the first edition of Acceleration Days took place in August of 2015.
Chris and Kenny bring up the “If only…” statement – and the deep meaning behind this “dangerous” association of words.
In the early 2000s, while working as a consultant for Michael Gerber, Kenny learned that being good at your trade and profitability have nothing to do with each other.
Chris and Kenny talk about the dangers of building a “prison” around yourself as a new business owner.
To get out of that situation, Kenny believes that utilizing the pain is key.
Several studies have shown that we do more to get out of pain than we do to gain pleasure.
Trying to be the best is something you should strive for. But are you able to bring your best version when you’re in pain and are NOT enjoying what you’re doing?
That's valuable advice Kenny got when he was 27, while hating what he did, and wanting to get out of that situation.
Chris recommends asking yourself this: “What if the way is actually through the dragon?”
“The moment that you focus on the business is the moment the business changes” – this is something Chris has heard from several very successful entrepreneurs.
A key distinction you need to make is understanding the difference between suffering and being in pain.
Wise words from Kenny: “Wherever you are today, be in it!”
Wanting the result without going through the process is a mindset Chris has seen in many people.
Kenny opens up about what led him to return to the home service business space after he had left him to focus on speaking in a different industry.
Power Down to Power Up: How to Recharge and Avoid Exhaustion
Saison 1 · Épisode 12
mercredi 29 janvier 2025 • Durée 36:40
Kenny Chapman and Chris Crew go over mental health strategies for the home service business industry.
From understanding who you really are and following morning rituals to protecting your brain from distractions (and addiction!) and powering down to power up – this episode is a crash course in mental health that will make you a better professional and, overall, a better person.
Listen to learn how you can really take control of your life, so that you can control your business and bring your A game in everything you do.
Kenny Chapman touches upon what it means to be in the energy management, as well as in the attention management, game – and its repercussions.
There are types of addictions that seem to be acceptable today: business addiction, social media addiction, career addiction…
It’s up to you, and only you, to create the necessary boundaries to tackle those addictions.
Chris Crew discusses the importance of being truthful to yourself and who gets hurt when that doesn’t happen.
Knowing yourself – where you thrive, what drains your energy, and everything in between – is key.
Kenny opens up about the epiphany he had in his 40s about not having to be burnt out all the time.
Kenny and Chris bring the importance of health into the conversation and remind everyone that “Your body is just on lease.”
Joe Polish’s million dollar racehorse question will change how you think about your well-being. Ask yourself this “If I was given a million dollar racehorse, how would I treat it?”
Sure, you may be focused on getting advice to grow your home service business… but you should never forget that the home service business is a PEOPLE business.
Remember: the business starts to change when you change.
Sometimes, the only way you can power up is by powering down.
Kenny breaks down the three levels of “life happening to you.”
Chris and Kenny go over the impact of social media and other attention-eating things on your brain and overall performance.
Kenny has a morning ritual that he follows, come hell or high water. It includes a mental download and a mental upload process.
Most people overestimate what they can do in a year and underestimate what they can do in 10 years.
From Chaos to Control: Staying Energized as a Home Service Operator
Saison 1 · Épisode 11
mercredi 22 janvier 2025 • Durée 38:55
Kenny Chapman and Chris Crew dive into the critical role of energy management, boundaries, and clear communication in avoiding chaos.
They share personal experiences and actionable strategies for creating a productive work environment, setting healthy boundaries, and staying focused on what truly matters.
Tune in to discover how saying “no” and prioritizing your energy can transform your business and improve your relationships.
Kenny Chapman kicks things off by stating that life is simply an energy management game and that emotion is energy in motion.
When it comes to your energy, there’s a series of questions that will help you understand how you approach yours.
Contrary to what you may believe, doing things that drain your energy don’t translate into you bringing value to your team…
Kenny and Chris Crew pull back the curtain on an example of candid communication that happened with a Blue Collar Success Group lead.
Remember: when you’re the owner, you CAN’T interrupt the process or the flow, whether you like it or not.
Kenny brings up a teachable moment of an owner-service manager interaction that didn’t go as most people would think it should’ve gone.
Processes play a key role because they create space and boundaries – they are the operating system of the business.
Chris opens up about how he and his wife Chelsea, who works with him from home, ultimately created the ideal working environment for them.
Chris and his wife created boundaries by establishing the difference between personal conversations and relationship-related matters and professional ones.
It’s imperative that you don’t let relationships bleed over into all conversations…otherwise, you’ll have plenty of blurred lines!
Kenny shares a series of key questions he and his wife Christy have asked themselves throughout the years.
Boundaries are positives for two reasons: they keep things in and they keep things out.
Always keep in mind that what adds to your energy and what takes away from your energy are different for everybody.
Chris suggests asking yourself “What are the things I need to know? And what are the things I need to ‘NO’?”
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4. Build a real culture — even small things like lunch or coffee make people feel valued.
Chris and Kenny explain why delegation isn't about handing off your work — it's about empowering your team and giving them the tools to win.
Kenny on financial modeling: The magic of spreadsheets is that they don’t have emotions. You can make smart decisions without letting fear or excitement cloud your judgment.
Chris shares the benefits of vulnerability in leadership and why it’s not weakness.
Kenny challenges owners who don’t love their business or are in it for the money: If you’re just showing up for the money and don’t love what you do, don’t be surprised when no one else cares either.
According to Kenny, it's not that we have a lack of skilled labor in the trades, it's that there's an overabundance of bad ownership in the trades.
Kelton exposes a common trap: Thinking you should start a business just because you’re the best technician.
Kelton on training fears: “What if I train them and they leave?” He believes that if you don’t train them, they’re definitely leaving. So invest in them and give them a reason to stay.
Kelton reminds us--don’t take it personally when someone leaves. Business is fluid — some people are here for a season, and that’s okay.
Kelton on why building a sellable business matters: even if you don’t want to exit, it forces you to build systems, track profitability, and make better long-term decisions.
For Kelton, a healthy profit margin in home services is around 20%.
Kelton’s final takeaway: stop chasing shortcuts. Put in the work and treat people the way you want to be treated.
Chris and Kenny discuss the mindset needed and the steps you can take to facilitate the “I need to speak to my spouse” conversation and turn the momentum your way.
Chris provides a breakdown of the “alternative close” strategy that you could leverage when having sales conversations.
“Alternative closing goes back to consultative selling when I’m more involved with identifying what the customer wants, instead of me telling them what they need,” says Chris.
Chris shares a story showing you why, even though you are the owner, you may not necessarily need to run the company.
Back in 2005, Chris went through a defining moment that really made him understand that he was undervaluing himself and that unlocked his potential.
Never forget this: “Low goals, low results.”
Kenny and Chris go into what could happen if you don’t want to be average and set a bit of a stretch goal.
At Blue Collar Success Group they teach the central role of the three Ps – parents, peers, and previous experiences – play in forming your belief systems.
Chris and Kenny bring successful business owners who are “printing cash but are in pain” into the conversation.
97% of lottery winners not only are broke in 5 years but most of them are in further debt and pain than they were before – and some even commit suicide.
Kenny explains why “What you compare yourself to can be incredibly dangerous.”
Want to give yourself energy? Compare yourself to your PAST self! Want to rob energy? Compare yourself to your FUTURE self.
Remember: the only person you can really be is yourself.
