You're the Problem

Look in the mirror

John Wilson
November 19, 2025

Hello home service operators,

As you scale from owner to operator, the real bottleneck is (could be?) you.

It’s hard to come to grips with, but the sooner you do so, the better off you’ll be. Trust me. I’ve been there.

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You Need an Online Supplier to Lean On

Your local supply house keeps your day moving. But when parts run out, jobs stack up, or you need something shipped fast, you need a second source you can count on. That is where an online supplier fills the gaps and keeps your schedule on track.

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Stop Letting Yourself Be the Bottleneck

In the early years, every business runs on the same formula. The owner handles everything because it feels faster and familiar. You quote jobs, manage techs, jump into the field, solve dispatch issues, and step in whenever something breaks.

At a small size, you can muscle through the chaos. But as the business grows, the workload doesn’t scale. You just absorb more of it.

That’s when the company stops growing, not because of demand or talent, but because the owner has become the limiter.

When Too Many Responsibilities Roll Up to You

The first real ceiling shows up around three techs and a CSR. The phones ring, jobs move, revenue grows, yet every question still flows back to one person.

Techs need help diagnosing tricky calls. The office needs direction. Pricing, complaints, training, and recruiting all land on your plate, and the day becomes a constant switch from one issue to the next.

It feels productive because you stay busy, but the business isn’t actually moving forward. You aren’t building systems or developing people. You’re surviving the day.

The Breakthrough: Install Your First Layer of Leadership

The real fix isn’t more hours or more hustle. It’s structure. Businesses break when the owner is managing too many direct reports, so the first meaningful leap comes from hiring or developing a frontline leader: a service manager, field supervisor, or sales manager who can take responsibility off your shoulders.

The best early leader isn’t just a technical expert. Trade knowledge matters, but coaching, communication, and accountability matter more. You need someone who can:

Develop techs
Drive sales performance
Improve workflows
Solve problems without you

When that person steps in, everything stabilizes. Calls run smoother. Training becomes consistent. Sales improve because someone is focused on coaching. And for the first time, the owner can work on the business instead of in it.

The Lesson

Scale happens when you reduce your personal load, not when you push harder. Leadership capacity creates organizational capacity, and organizational capacity unlocks growth. If you feel stuck, ask yourself:

Do I have too many direct reports?
Am I still the technical lead for every problem?
Is my schedule filled with tasks or decisions?
Have I built the structure needed for the size I want to reach?

Most owners assume they have a technician problem or a marketing problem. More often, the real constraint is leadership.

Build the layer beneath you. Delegate deliberately. Grow past yourself.

When you stop being the bottleneck, the business finally has room to scale.

Don’t Miss an Opportunity to Connect With Your Customers

How many jobs slip through the cracks because no one answered the phone?

In home services, every call is a chance to win a customer…and most homeowners won’t give you a second shot.

The best way to protect those moments is with Quo, a phone system built to keep you connected and responsive, even on your busiest days.

Your team can share one number, manage calls and texts from a unified inbox, and pick up any conversation without missing a beat. Response times stay fast, and customer connections stay strong.

Try Quo free today and keep your existing number when you switch.

Get real with yourself. If you’re the bottleneck, it’s time to make changes in your business.

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👊 John

Disclosure: Some of the content and links in this newsletter are sponsored or affiliate links, which means we may receive payment or earn a commission if you click through or purchase. However, all opinions expressed are entirely my own.