Episode Overview
Balancing cutting-edge technology while being mindful of high-touch service for clients was the key to Stephens Landscaping Professionals becoming a $22-million-dollar business after starting up as a high school project by two brothers.
The tech side includes data-driven job costing, custom trucks and GPS-guided excavators.
“Don't be scared of [data],” says Stephens Landscaping Professionals COO Mark Stephens. “Once [your business reaches] a certain size, you have to be very cautious of going with your gut for decisions. Trust the data.”
Stephens says structures and systems ensure every client gets a personal connection, and that growth doesn’t have to come at the expense of relationships.
“Our goal is to provide [our clients] with a high level of service that takes the least amount of their time to manage us,” he says.
Stephens believes it's important to listen to feedback – from clients and from staff.
“We're very frontline focused,” he says. “We want to support our staff, we want them to be heard. If they give feedback, we act on it.”
When it comes to being successful, Stephens has two overlapping philosophies:
“Don't be afraid to fail. I have failed many times. I have made many mistakes. But one thing I will say is: learn from your mistakes.”
“Success doesn't come without grit. Put your head down and fight through the hard times.”
Those are business principles you might learn in college. Or, as is the case for Stephens and so many other home-services business owners and thought leaders, they’re lessons you might teach yourself right out of high school.
Mark Stephens recently joined ServiceTitan’s Amanda Salvatore on the “Toolbox for the Trades” podcast, which included Stephens’ thoughts on:
[6:14] Why 99% of business decisions should be data-driven
[10:44] How to attract talent through technology and innovation
[17:33] Getting employees excited about tech
[23:56] The toughest challenge: how to scale without losing your DNA
[27:37] Client experience being your top concern
Check out these resources we mentioned during the podcast:
To hear more stories from the trades, subscribe to Toolbox for the Trades on Apple Podcasts, Spotify, Google, or anywhere you get podcasts.
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