Dan Lizette, Director of Process Improvement at Mattioni Plumbing, Heating & Cooling in Downington, PA, joins us to share his strategies for scaling businesses in the trades. From rebuilding a call center team from scratch to implementing robust documentation and training systems, Dan offers actionable insights for business owners looking to optimize their operations. Learn how process improvement can drive growth, why documentation matters, and how to create career paths that motivate and retain top talent.Join us as we discuss:[8:07] Tackling the internal documentation process[18:05] Process improvements and creating a career development hierarchy[25:17] Call center KPIs and a performance bonus programCheck out these resources we mentioned during the podcast:Microsoft OneNoteTrainualYou can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts, on Spotify, or here. Know a business that could use a bit of muscle from ServiceTitan? Refer them here!Register for Pantheon 2025 - see you in Anaheim!Prometheus Award NominationsListening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player.Hosted on Ausha. See ausha.co/privacy-policy for more information.

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