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Self Service: Improving Business One Employee at a Time on MSNBC’s Your Business

I recently sat down with JJ Ramberg, host of MSNBC’s Your Business, to talk about how we made Gold Medal Service into a successful plumbing and HVAC company, generating more than $23 million in revenue a year.

Getting there took a lot of work, and it started with the decision to do business differently.

We were struggling. Working 7 days a week, 18 hours a day. The day came, when we knew it was time to make a change.

We got the best advice, “You can be a great technician, but you also have to be a great business owner. You have to start working on your business, not in it.”

The goal was to create a company that bumped all the industry stereotypes. We based our business values off of luxury brands, knowing that no one else could replicate it. We wanted a business that would last, and that meant having a business with a laser focus on the best experience for customers and employees. The core values we focus on are:

  1. Safety first for our family and theirs
  2. Deliver wow service, and exceed every customers’ expectations
  3. Have the highest level of integrity
  4. Be a great place to work

Every decision we make in the company, we look at our core values to make sure it fits. And they are reinforced everywhere in our office. Through CEO Warrior we are raising the industry standard, by helping other service business owners, even competitors, be better at business. We’re determined to change this industry service technician by service technician.

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