Sales that Knock Socks Off: Cory Hutcherson on How Call Audits Drive Marketing Optimizaton

Sales that Knock Socks Off: Cory Hutcherson on How Call Audits Drive Marketing Optimizaton

In this episode of The Kee To Growth Podcast, host Jen McKee sits down with Cory Hutcherson to unpack the often-overlooked growth potential found in your contact center. The conversation focused on Cory's unique background in the trades—shaped by growing up around his father, a transformative figure in the HVAC industry, and learning the ropes of authentic customer experience from an early age. Cory shares how witnessing both the pitfalls and successes of call centers inspired his mission to transform inbound customer experiences for contractors large and small. A key theme that emerged was the shift from thinking of these teams as simple "call centers" to the broader, more modern format of "contact centers." The discussion explored why the customer journey now spans far beyond the phone, including channels like web forms, web chat, and instant quotes. Cory emphasizes that every touchpoint, from how quickly a phone is answered to the tone and empathy of the representative, impacts not only brand perception but also revenue. One concept discussed was the "three-legged stool" for business health: ensuring a win for the employee, the customer, and the company in every process or script applied to the contact center. Cory identified the top three mistakes leaking revenue for service companies: delayed speed to lead, poor call classifications muddying data and tracking, and lack of empathy or value-building during customer calls. He underscores that while technology and systems are important, real differentiation happens through intentional boundaries, thoughtful leadership, and giving customer service reps a clear sense of "why." Incentives, consistent coaching, and recognizing wins (like effective cross-selling or setting the right expectations) are essential for authentic growth in any service business. Listeners will walk away with tactical insights into measuring and improving speed of answer, understanding abandoned calls, implementing quality assurance processes, and incentivizing meaningful behaviors among customer service teams. The episode closes with actionable recommendations on how to self-assess your company's first impression, why secret shopping is a game changer, and how small tweaks in customer experience can unlock sustainable business growth. 00:01 Introduction and Cory's background in the trades 00:05 The early influence of industry legend Jim Abrams 00:13 Building, managing, and transforming call centers at scale 00:15 Top mistakes in booking jobs—speed to lead, abandoned calls, and call classifications 00:22 The impact of people: hiring, attitude, and process in the contact center 00:24 Call flows, scripting, and the importance of teaching the "why" 00:26 Building the three-legged stool: company, customer, and employee alignment 00:29 Incentivizing behaviors and meaningful quality assurance for CSRs 00:32 The most common issue revealed by secret shopping: lack of empathy 00:34 The value of third-party audits and how small changes drive revenue growth Connect with Sock Knockers Facebook: https://www.facebook.com/sockknockertraining [https://www.facebook.com/sockknockertraining] Instragam: https://www.instagram.com/sock_knocker/ [https://www.instagram.com/sock_knocker/] Youtube: https://www.youtube.com/channel/UC-ZGDKLTmbT_V54Yf8KiV1Q [https://www.youtube.com/channel/UC-ZGDKLTmbT_V54Yf8KiV1Q] LinkedIn: https://www.linkedin.com/company/sock-knocker/ [https://www.linkedin.com/company/sock-knocker/] Website: https://socksgone.com/ [https://socksgone.com/]Website: springaudit.socksgone.com [http://springaudit.socksgone.com]Booking Link: https://calendly.com/cory-socksgone/intro-call [https://calendly.com/cory-socksgone/intro-call] Connect with Cory Hutcherson Facebook: https://www.facebook.com/coryjameshutcherson [https://www.facebook.com/coryjameshutcherson] LinkedIn: https://www.linkedin.com/in/cory-hutcherson-3a6b2019/ [https://www.linkedin.com/in/cory-hutcherson-3a6b2019/] Email: cory@socksgone.com Contact number: 386 569 4842 Meet Your Host: Jen McKee Jen McKee is the founder of Kee Hart Marketing & Events, specializing in award-winning social media strategies for trade services. With expertise in content creation and personal branding, she helps businesses forge authentic connections with their audiences. As the host of the "Kee to Growth" podcast, Jen simplifies marketing strategies and empowers businesses to thrive. Tune in for actionable insights and inspiring stories to elevate your brand! Connect with Jen on Facebook: https://www.facebook.com/jennifer.hartman.73/ [https://www.facebook.com/jennifer.hartman.73/] or LinkedIn: https://www.linkedin.com/in/jen-mckee-72114824/ [https://www.linkedin.com/in/jen-mckee-72114824/] Listening on a desktop & can't see the links? Just search for Kee to Growth in your favorite podcast player. The Kee to Growth Podcast is Powered by: Kee Hart Marketing, the social media company for the trades. Learn more at www.keehartmarketing.com This episode was produced and brought to you by the Skilled Trades Syndicate @ServiceBusinessMasteryPodcast https://www.servicebusinessmastery.com/ [https://www.servicebusinessmastery.com/]

Marketing by Mindset: How Sharissa Martinez Aligns Team Culture for Lasting Impact

In this episode of The Kee To Growth Podcast, host Jen McKee sits down with Sharissa Martinez of Mr. Sparky San Antonio to talk about the real journey of growth inside a family-owned trades business. The conversation focused on what it means to evolve from new construction electrical work to a residential service operation, and how that shift created opportunities for the next generation. Sharissa shares how stepping into the business at 19 turned from a temporary stepping stone into a decades-long passion for building and leading high-performing teams. A key theme that emerged was the importance of intentional boundaries and the discipline required to sustain both business and personal growth. The discussion explored how leading a team in the trades is more than just processes and systems—it's also about empathy, adaptability, and resilience. Sharissa walks listeners through her transformation from employee to leader, learning to communicate across family dynamics and multiple leadership personalities. Growing up in the business presented unique challenges, but also gave her insights into team psychology and the mental side of leadership. The episode also dives into the nuances of company culture and the mental clarity it takes to run a high-standard operation in a fast-paced industry. Several points were raised, including how personal discipline, mentorship, core values, and a people-first mindset have become the backbone of Mr. Sparky San Antonio's growth. Rather than only chasing new leads, Sharissa explains the renewed focus on repeat customers, referrals, and the power of membership programs to boost retention and profitability. She highlights the hard-won lessons of scaling too quickly without alignment, and the value of pausing to reset mission, vision, and core behaviors as the team grows. The conversation wraps with Sharissa's take on the key to growth: stay focused on the big picture, empower your leadership team, and keep your whole organization aligned with a shared mission. For business owners in the messy middle of scaling, her story is a reminder that authentic leadership is rooted in discipline, humility, and the willingness to evolve. Timestamps and Key Topics: 00:01 Sharissa's family business journey and her evolving role at Mr. Sparky San Antonio 03:08 Transitioning from new construction to residential services and engaging the next generation 05:00 Navigating early career uncertainty, family business challenges, and moving for military life 06:31 Returning to college and discovering a passion for organizational leadership 08:27 Trial and error in learning to lead and the mental side of team growth 10:27 Integrating leadership with family dynamics and building a strong in-house culture 13:13 The importance of diverse perspectives on a leadership team 15:33 How personal discipline, self-care, and mentorship create sustainable business performance 21:24 Building a culture of accountability, wellness, and lifestyle—not just rules 24:18 Lessons from rapid scaling, misalignment, and rebuilding around core values Connect with Sharissa Martinez: Facebook: https://www.facebook.com/shari.marieee/ [https://www.facebook.com/shari.marieee/] Instragam: https://www.instagram.com/shari_mariee [https://www.instagram.com/shari_mariee] Connect with Mister Sparky: Facebook: https://www.facebook.com/MisterSparkySanAntonio/ [https://www.facebook.com/MisterSparkySanAntonio/] Instragam: https://www.instagram.com/mistersparky_sa/ [https://www.instagram.com/mistersparky_sa/] X: https://x.com/mistersparky_sa [https://x.com/mistersparky_sa]Youtube: https://www.youtube.com/channel/UC11s714r8X6WPUY5Tdkk-OQ [https://www.youtube.com/channel/UC11s714r8X6WPUY5Tdkk-OQ] Website: https://www.mistersparky.com/ [https://www.mistersparky.com/] Meet Your Host: Jen McKee Jen McKee is the founder of Kee Hart Marketing & Events, specializing in award-winning social media strategies for trade services. With expertise in content creation and personal branding, she helps businesses forge authentic connections with their audiences. As the host of the "Kee to Growth" podcast, Jen simplifies marketing strategies and empowers businesses to thrive. Tune in for actionable insights and inspiring stories to elevate your brand! Connect with Jen on Facebook: https://www.facebook.com/jennifer.hartman.73/ [https://www.facebook.com/jennifer.hartman.73/] or LinkedIn: https://www.linkedin.com/in/jen-mckee-72114824/ [https://www.linkedin.com/in/jen-mckee-72114824/] Listening on a desktop & can't see the links? Just search for Kee to Growth in your favorite podcast player. The Kee to Growth Podcast is Powered by: Kee Hart Marketing, the social media company for the trades. Learn more at www.keehartmarketing.com This episode was produced and brought to you by the Skilled Trades Syndicate @ServiceBusinessMasteryPodcast https://www.servicebusinessmastery.com/ [https://www.servicebusinessmastery.com/]

David Mead on Why Your Brand Is the Sum of Every Human Experience

In this episode of The Kee To Growth Podcast, Jen McKee sits down with author and leadership advisor David Mead for an honest, insightful conversation about building sustainable business growth far beyond traditional marketing tactics. They dig into the messy middle of entrepreneurship, highlighting the real moments of struggle and alignment that ultimately shape a company's brand and results. The conversation focused on the idea that marketing isn't just what you say or post—it's woven into every experience your customers and employees have with your business. One concept discussed was how alignment between what you promise and what you deliver, both externally and internally, can make or break trust. Several points were raised, including how often a disconnect between stated values and lived behaviors inside an organization can quickly erode company culture and lead to turnover, poor reviews, and lackluster team engagement. A key theme that emerged was the "human element of leadership." The discussion explored why trust, human connection, and psychological safety aren't fluff—they're the bedrock of innovation, productivity, retention, and genuinely strong teams. David shares practical tips and mindset shifts for leaders, especially those in service-based businesses and the trades, encouraging listeners to show up differently, not simply do more. From creating intentional boundaries to being honest and humble about both strengths and weaknesses, the episode lays out how personal growth directly fuels business growth. Listeners will also hear actionable strategies for small teams juggling multiple roles—how a simple shift in awareness or a habit trigger can start changing culture, even when daily demands feel overwhelming. The episode wraps with thoughts on measuring culture change, the role of vulnerability in leadership, and why growing your people is the true key to growing your bottom line. David also previews his book, Lead with Uncommon Sense, packed with field-tested, tactical ideas for developing honest, human-centered leadership. Time Stamps and Key Topics 00:02 Marketing is everything customers and employees experience, not just ads or posts 04:12 What happens when there's a disconnect between what you market and what you deliver 05:27 The impact of internal misalignment on employee trust and customer service 06:09 Core values: bringing them to life at work and outside of work 09:08 Trust, human connection, and psychological safety as foundational to sustainable business growth 10:34 Recognizing whether your company needs to improve these cultural fundamentals 13:09 Why hearing complaints may signal deeper issues to uncover, not just "difficult people" 15:04 Balancing high accountability with true human connection—why it's not just about being "nice" 18:19 Building habits of positive reinforcement and daily awareness, even for fast-paced owners 21:02 Honesty, humility, and humanity: the three personal traits that create organizational trust Connect with David Mead LinkedIn: https://www.linkedin.com/in/davidjmead/ [https://www.linkedin.com/in/davidjmead/] Website: https://davidjmead.com/ [https://davidjmead.com/] Meet Your Host: Jen McKee Jen McKee is the founder of Kee Hart Marketing & Events, specializing in award-winning social media strategies for trade services. With expertise in content creation and personal branding, she helps businesses forge authentic connections with their audiences. As the host of the "Kee to Growth" podcast, Jen simplifies marketing strategies and empowers businesses to thrive. Tune in for actionable insights and inspiring stories to elevate your brand! Connect with Jen on Facebook: https://www.facebook.com/jennifer.hartman.73/ [https://www.facebook.com/jennifer.hartman.73/] or LinkedIn: https://www.linkedin.com/in/jen-mckee-72114824/ [https://www.linkedin.com/in/jen-mckee-72114824/] Listening on a desktop & can't see the links? Just search for Kee to Growth in your favorite podcast player. The Kee to Growth Podcast is Powered by: Kee Hart Marketing, the social media company for the trades. Learn more at www.keehartmarketing.com This episode was produced and brought to you by the Skilled Trades Syndicate @ServiceBusinessMasteryPodcast https://www.servicebusinessmastery.com/ [https://www.servicebusinessmastery.com/]

Brand Before Algorithm: Marc de Schweinitz on Creative Marketing and Branding Beyond Google

In this episode of The Kee To Growth Podcast, host Jen McKee welcomes Marc de Schweinitz, the CMO at A Plus Garage Doors, for an inside look at marketing in the home services industry. Marc shares his journey from working in advertising at Google to leading marketing efforts at one of the largest woman-led garage door companies in the US. Together, they dive into what it really takes to grow a service-based business, blending creative storytelling, branding, and a data-driven mindset. Jen and Marc discuss why relying solely on Google isn't sustainable and the importance of diversifying marketing channels. Marc reveals how he expanded A Plus Garage Doors' reach beyond organic search and pay-per-click ads into branding with TV, billboards, radio, and community sponsorships. He underscores the need for creative campaigns that are memorable and tailored to real-life customer pain points, rather than just following industry templates. Marc offers a behind-the-scenes look at the process of creating attention-grabbing ads, including the company's standout Halloween campaign that blended humor, emotion, and AI-powered production. He emphasizes that even with powerful tools like AI, original ideas and a deep understanding of the target audience are irreplaceable. The conversation gets honest about the emotional side of entrepreneurship—how authentic growth comes from experimenting, taking creative risks, and learning from both wins and setbacks. The episode wraps up with practical advice for marketers and business owners: measure what matters, from branded search volume to direct traffic, but don't underestimate the impact of human connection and service quality. Marc also shares lessons on making marketing investments in new markets, the value of intentional boundaries, and why your business can only grow as fast as your systems, team culture, and customer experience allow. Timestamps: 00:02 Meet Marc de Schweinitz and his marketing background 03:55 The state of A Plus Garage Doors' marketing before and after Marc's arrival 05:49 Why you can't put all your eggs in the Google basket—and how to diversify 07:10 The surprising power of creative in ad campaigns and conversions 08:24 How focusing on customer pain points led to a standout Halloween campaign 11:16 The realities of using AI in ad creation and the human factor behind breakthrough ideas 17:18 What marketing channels are driving ROI for A Plus Garage Doors right now 20:42 Entering a new market: strategies, lessons, and creative approaches 23:29 Making data-driven decisions—when to pivot and when to double down 26:46 Moving up the funnel: Top and middle-of-funnel marketing channels that work Coupons, if anyone needs their garage door fixed in Utah or Nevada https://utahgaragedoors.net/coupons/ [https://utahgaragedoors.net/coupons/] Connect with A Plus Garage Doors Facebook: https://www.facebook.com/aplusgd [https://www.facebook.com/aplusgd] Instragam: https://www.instagram.com/aplusgaragedoors [https://www.instagram.com/aplusgaragedoors] Youtube: https://www.youtube.com/@aplusgd [https://www.youtube.com/@aplusgd] LinkedIn: https://www.linkedin.com/company/aplusgaragedoors/ [https://www.linkedin.com/company/aplusgaragedoors/] Website: https://aplusgaragedoor.com/ [https://aplusgaragedoor.com/] Connect with Marc De Schweinitz LinkedIn: https://www.linkedin.com/in/deschweinitz [https://www.linkedin.com/in/deschweinitz] Email: marc@aplusdoor.com [marc@aplusdoor.com]Contact number: 17348648032 Meet Your Host: Jen McKee Jen McKee is the founder of Kee Hart Marketing & Events, specializing in award-winning social media strategies for trade services. With expertise in content creation and personal branding, she helps businesses forge authentic connections with their audiences. As the host of the "Kee to Growth" podcast, Jen simplifies marketing strategies and empowers businesses to thrive. Tune in for actionable insights and inspiring stories to elevate your brand! Connect with Jen on Facebook: https://www.facebook.com/jennifer.hartman.73/ [https://www.facebook.com/jennifer.hartman.73/] or LinkedIn: https://www.linkedin.com/in/jen-mckee-72114824/ [https://www.linkedin.com/in/jen-mckee-72114824/] Listening on a desktop & can't see the links? Just search for Kee to Growth in your favorite podcast player. The Kee to Growth Podcast is Powered by: Kee Hart Marketing, the social media company for the trades. Learn more at www.keehartmarketing.com This episode was produced and brought to you by the Skilled Trades Syndicate @ServiceBusinessMasteryPodcast https://www.servicebusinessmastery.com/ [https://www.servicebusinessmastery.com/]

Bridging the Trust Gap: Marketing Innovation with CJ Todd

In this episode of the Kee To Growth Podcast, host Jen McKee sits down with CJ Todd, founder and CEO of Kreadiv—a company focused on bridging the trust gap between vendors, contractors, and their audiences within the home services industry. Jen kicks off the conversation exploring the origin of the company's name, which is the phonetic spelling of "creative" and designed to stand out in a crowded SEO landscape. They unpack how attention and trust are the essential pillars of a successful marketing strategy, especially in an industry where transparency can often be lacking. CJ shares the story of his transition from his previous work at EGIA—where he managed everything from online learning and government campaigns to non-profit outreach and brand development—to launching his own company. He dives into how Kreadiv's signature offer began: a turnkey, white-label webinar solution that helps other vendors elevate their educational marketing and generate leads. Jen and CJ highlight the real-life impact of webinars, emphasizing their role in building a marketing ecosystem for both B2B and B2C businesses, and how even home service contractors could adapt educational webinars as a way to reach more customers. The conversation then shifts to the evolving digital landscape, particularly the growing influence of AI and answer engine optimization (AEO). CJ explains the increasing importance of AI trust signals—factors that determine whether large language models like ChatGPT, Google AI Overview, and Perplexity recommend a contractor to homeowners searching for services online. They discuss actionable steps contractors can take today to improve their digital trustworthiness, such as auditing and maintaining consistency in business names, addresses, and phone numbers across directories, websites, and social media accounts. CJ also touches on the value and challenge of offering pricing transparency on websites, and how doing so early can establish a powerful first-mover advantage in AI-driven search results. Throughout the episode, Jen and CJ keep the advice real and relevant, focusing on turning the often messy, technical reality of marketing and branding into practical, human-centered strategies. From sharing the emotional journey of starting something new, to geeking out over the specifics of building trust online, this conversation is a blend of tactical tips and big-picture encouragement for any business owner striving for sustainable growth in today's digital-first environment. Timestamps & Topics 00:00 Welcome, intro to the episode, and background on CJ Todd 02:01 The story behind the Kreadiv brand and its unique phonetic spelling 03:36 CJ's background with EGIA and transition to entrepreneurship 06:03 How the white-label webinar strategy was developed and why it matters 09:06 Building a marketing ecosystem: webinars and other top-of-funnel activities for contractors 11:03 The core marketing philosophy: attention, trust, and building educational content 14:01 Brainstorming ways contractors could use webinars to reach new audiences 17:22 Repurposing webinar content for ongoing value and integrating it into your marketing 17:43 The leap from webinars to AI and answer engine optimization for trades businesses 20:15 How AI trust signals and digital reputation affect who gets recommended in search 28:23 Practical steps contractors can take to improve their AI trust signals and online consistency Connect with CJ Todd Facebook: https://www.facebook.com/cj.todd1 [https://www.facebook.com/cj.todd1] Instragam: https://www.instagram.com/cjtodd22/ [https://www.instagram.com/cjtodd22/] LinkedIn: https://www.linkedin.com/in/cjtodd1/ [https://www.linkedin.com/in/cjtodd1/] Email: iamcjtodd@kreadiv.io [iamcjtodd@kreadiv.io] Connect with Kreadiv Website: https://kreadiv.io/ [https://kreadiv.io/]Facebook: https://www.facebook.com/kreadiv79/ [https://www.facebook.com/kreadiv79/] Instagram: https://www.instagram.com/kreadiv79/ [https://www.instagram.com/kreadiv79/] TikTok: https://www.tiktok.com/@kreadiv79 [https://www.tiktok.com/@kreadiv79] Meet Your Host: Jen McKee Jen McKee is the founder of Kee Hart Marketing & Events, specializing in award-winning social media strategies for trade services. With expertise in content creation and personal branding, she helps businesses forge authentic connections with their audiences. As the host of the "Kee to Growth" podcast, Jen simplifies marketing strategies and empowers businesses to thrive. Tune in for actionable insights and inspiring stories to elevate your brand! Connect with Jen on Facebook: https://www.facebook.com/jennifer.hartman.73/ [https://www.facebook.com/jennifer.hartman.73/] or LinkedIn: https://www.linkedin.com/in/jen-mckee-72114824/ [https://www.linkedin.com/in/jen-mckee-72114824/] Listening on a desktop & can't see the links? Just search for Kee to Growth in your favorite podcast player. The Kee to Growth Podcast is Powered by: Kee Hart Marketing, the social media company for the trades. Learn more at www.keehartmarketing.com This episode was produced and brought to you by the Skilled Trades Syndicate @ServiceBusinessMasteryPodcast https://www.servicebusinessmastery.com/ [https://www.servicebusinessmastery.com/]