Psychological Safety in Leadership: How Trust Transformed an Entire Company

Psychological Safety in Leadership: How Trust Transformed an Entire Company

In this episode, we sit down with Eric Krzywicki [https://www.linkedin.com/in/eric-krzywicki-8b7b5337b/], owner of Redding Heating & Air [https://www.reddingheatingair.com/], to talk about leadership, sobriety, AI adoption, and rebuilding a company from the inside out. After years of struggling personally and professionally, Eric made the decision to quit drinking and fully recommit to his family, his employees, and his business. Around the same time, he implemented ServiceTitan, embraced AI tools, and began reshaping the culture of his company. Eric shares how psychological safety, honest communication, and a willingness to change transformed not only his business operations, but his relationships at home and at work. From handwritten contracts to Dispatch Pro, Schedule Engine, and Marketing Pro, this episode explores what it looks like to lead through massive change. Join us as we discuss:  * [1:25] What changed after Eric discovered Pro Products and AI tools  * [16:18] How to create employee buy-in for new technology * [20:22[ Psychological safety and communication in teams Check out these resources we mentioned during the podcast: * Dispatch Pro [https://www.servicetitan.com/features/pro/dispatch] * Marketing Pro [https://marketplace.servicetitan.com/partner/servicetitan-marketing-pro] * Schedule Pro [https://marketplace.servicetitan.com/partner/schedule-engine] You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts [https://podcasts.apple.com/us/podcast/mastering-servicetitan/id1756584904], on Spotify [https://open.spotify.com/show/20Ixfbny473CVB2PizMIir?si=e148f7ac2b7d4c02], or here.  Know a business that could use a bit of muscle from ServiceTitan? Refer them here! [https://www.servicetitan.com/referrals] Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player. Hosted on Ausha. See ausha.co/privacy-policy [https://ausha.co/privacy-policy] for more information.

The Field Mobile App at Scale: Lessons From a 1,000-Tech Rollout

In this episode we talk with Tim Newhook [https://www.linkedin.com/in/tim-n-39436814a/], Training Specialist at HomeX Services Group [https://www.homexservices.com/], about what it takes to roll out ServiceTitan’s new Field Mobile App (FMA) across an organization with more than 1,000 technicians. Tim shares how HomeX approached change management, built buy-in across multiple teams, and achieved an 86% adoption rate across its brands. From pilot groups and technician champions to troubleshooting permissions, deposits, and purchase orders, this episode is packed with practical lessons for anyone implementing new technology at scale. Join us as we discuss:  * [1:25] Handling a high-level FMA rollout strategy for a large organization * [13:23] Lessons from rollout challenges and bugs * [19:57] How FMA improved technician comfort with technology * [30:37] Advice for implementation and change management Check out these resources we mentioned during the podcast: * Conduit Tech [https://getconduit.com/]   * Interplay [https://get.interplaylearning.com/get-a-demo-ppc-google-brand/] *  GreenSky [https://www.greensky.com/] *  David Erickson interview [https://www.servicetitan.com/podcasts/mastering-servicetitan/david-erickson-interview] * Bluon [https://www.housecallpro.com/features/bluon/] * Atlas [https://www.servicetitan.com/features/atlas] You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts [https://podcasts.apple.com/us/podcast/mastering-servicetitan/id1756584904], on Spotify [https://open.spotify.com/show/20Ixfbny473CVB2PizMIir?si=e148f7ac2b7d4c02], or here.  Know a business that could use a bit of muscle from ServiceTitan? Refer them here! [https://www.servicetitan.com/referrals] Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player. Hosted on Ausha. See ausha.co/privacy-policy [https://ausha.co/privacy-policy] for more information.

ServiceTitan Exteriors: Lessons from a Customer Turned ServiceTitan Employee

In this episode, we welcome Dan Lizette [https://www.linkedin.com/in/dan-lizette/], the newly appointed Delivery Manager for Exteriors at ServiceTitan [https://www.servicetitan.com/]. Dan shares his unique perspective as a former customer and Director of Process Improvement at Mattioni Plumbing, Heating & Cooling [https://www.callmattioni.com/]. We dive into the specific needs of the exterior trades of roofing, siding, and gutters, and why these businesses require a project-based workflow rather than a standard service model. Dan also outlines what it truly means to be a ServiceTitan Champion within a shop and shares his experience of completing over 100 Academy courses in just five weeks to master the latest features. Join us as we discuss:  * [1:13] How Dan’s customer experience compelled him to join ServiceTitan * [7:32] ServiceTitan’s growing commitment to roofing and exteriors * [16:10] What Dan wishes he had known when he first dove into ServiceTitan * [23:03] Why every shop needs a ServiceTitan Champion Check out these resources we mentioned during the podcast: * Just Start AI: Future-Proofing Your Business With Artificial Intelligence [https://www.servicetitan.com/podcasts/toolbox-for-the-trades/allen-bagley-interview] You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts [https://podcasts.apple.com/us/podcast/mastering-servicetitan/id1756584904], on Spotify [https://open.spotify.com/show/20Ixfbny473CVB2PizMIir?si=e148f7ac2b7d4c02], or here.  Know a business that could use a bit of muscle from ServiceTitan? Refer them here! [https://www.servicetitan.com/referrals] Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player. Hosted on Ausha. See ausha.co/privacy-policy [https://ausha.co/privacy-policy] for more information.

ServiceTitan Vocabulary: The Foundation of Accurate Reporting

Sydney Biancardi [https://www.linkedin.com/in/sydney-biancardi-71307a255/], COO at Iceberg Home Services [https://icebergcooling.com/], joins the show to discuss the critical importance of ServiceTitan data fundamentals. Sydney shares her epic journey from starting as a CSR who offloaded shipments with a forklift to becoming a COO obsessed with data integrity. In this episode, we break down why mastering ServiceTitan vocabulary is the first step toward accurate reporting and how a deep understanding of the software's back end allows for smarter, more predictable business scaling. Sydney offers advice on avoiding common data misconceptions and explains how cross-training employees in different roles can provide the context needed to maintain a well-oiled machine. Join us as we discuss:  * [3:07] The importance of clean data and common language * [13:11] ServiceTitan implementation, SOPs, and micromanagement  * [21:23] Why tracking booking rates and abandoned calls is a gamechanger * [26:35] A deeper dive into the differences between jobs and opportunities You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts [https://podcasts.apple.com/us/podcast/mastering-servicetitan/id1756584904], on Spotify [https://open.spotify.com/show/20Ixfbny473CVB2PizMIir?si=e148f7ac2b7d4c02], or here.  Know a business that could use a bit of muscle from ServiceTitan? Refer them here! [https://www.servicetitan.com/referrals] Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player. Hosted on Ausha. See ausha.co/privacy-policy [https://ausha.co/privacy-policy] for more information.

How Three People Handle Calls for a 65-Person Team With AI Voice Agent

Can just three people handle calls for a 65-person team? According to Liz Larson, Office Manager at ARC Electric [https://www.arcelectric.co/] — yes, they can! Liz shares how her team implemented ServiceTitan’s AI voice agent and why it feels like adding a fourth person to the office. From building scripts in a simple spreadsheet to deciding what the AI should and should not book, Liz walks through the setup process in detail. The lift up front is real, but Liz tells us why, once it is dialed in, it becomes a powerful extension of the team. Join us as we discuss:  * [3:53] Life before AI and the challenges of handling calls * [13:47] Adaptive capacity and defining what AI can book * [23:43] ARC’s AI experience so far and advice for implementing AI successfully  Check out these resources we mentioned during the podcast: * AI Voice Agent [https://www.servicetitan.com/features/pro/voice-agent] You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts [https://podcasts.apple.com/us/podcast/mastering-servicetitan/id1756584904], on Spotify [https://open.spotify.com/show/20Ixfbny473CVB2PizMIir?si=e148f7ac2b7d4c02], or here.  Know a business that could use a bit of muscle from ServiceTitan? Refer them here! [https://www.servicetitan.com/referrals] Listening on a desktop & can’t see the links? Just search for Mastering ServiceTitan in your favorite podcast player. Hosted on Ausha. See ausha.co/privacy-policy [https://ausha.co/privacy-policy] for more information.