Episode Number: 110

Date: October 13, 2025

Duration: 35:02

Host: Justin Deese

Website: JustinDeese.com

Contact: Justin@JustinDeese.com

Guest: Angie Snow

Company: ServiceTitan (Industry Advisor); Co-founder, Snow Business Coaching

Guest Website: ServiceTitan.com | (YouTube) ServiceTitan channel for CSR training

Gift to listeners: Save on the CSR Academy Live (Oct 16–17, Utah) with code FRIEND at CSRAcademy.com

Angie Snow shares the real story behind her 2007 leap into HVAC, growing a husband-and-wife shop with four techs into a valuable, sellable company—then moving into coaching and her role as an Industry Advisor at ServiceTitan. We dig into the playbook: peer groups (Service Nation), hiring targeted coaches, embracing data (and why switching to ServiceTitan was a revenue inflection point), branding for exit, and implementing relentlessly. Angie also breaks down today’s hot topics—voice agents, AI-assisted dispatching, and practical ways owners can upskill CSRs and dispatchers to boost booking rates and revenue without losing the human touch.

• Implementation beats information: There’s no silver bullet—do the work you learn at events and from mentors.
• Invest in data: Moving to robust reporting changed decisions and growth trajectory.
• Train the front line: CSRs/dispatchers are the first impression; equip them and turnover drops while booking rate rises.
• Brand for the future: Build an asset that’s transferable (not personality-dependent) to maximize exit value.
• Adopt AI as a tool: AI can supercharge routing, reporting, and call support—freeing humans for higher-value work.
• Find your people: Best-practice groups and coaches accelerate every phase of growth.

00:00 Welcome + why Angie’s story matters

02:35 Angie’s start in the trades & early realities of ownership

06:39 Building teams: service, install, maintenance—plus early mistakes

09:33 Mentors, Alliance groups, and hiring specialty coaches

14:21 Implementation > information (how to actually execute)

15:29 Pivot to coaching; launching Snow Business Coaching

19:20 Selling the company & life after exit

22:41 Data as rocket fuel: reporting, reviews, and why they switched software

25:49 Servant leadership & the ServiceTitan IPO moment

26:31 CSR/Dispatcher community: monthly Lunch & Learns + free resources

33:00 AI in the trades: dispatching, voice agents, and practical adoption

34:08 CSR Academy Live (Oct 16–17): what attendees will learn

34:48 Final advice: stay on the edge of innovation

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