Bill BrownFounder of ServiceTitan Hacks community (9k+ pros) | INC 5000 Contractor | Helping contractors win with AI & Automation

How this HVAC owner navigated a major software change #ServiceTitan #ContractorAutomation

11 Jun 2026 · 1 min

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In this interview excerpt, an HVAC business leader shares practical change‑management advice for transitioning a traditionally resistant team to embrace new AI‑driven software. The speaker emphasizes three core principles: (1) providing unwavering support and allowing small, safe failures so team members can learn and recover; (2) clearly communicating the upcoming change, its collective nature, and the tangible benefits for everyone; and (3) setting firm expectations about the need for the change and the direction the organization must move. These tactics have helped shift the company culture from reluctance to enthusiasm for continuous innovation in the AI era.

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You guys have undergone so much change. Do you have any, like, leadership advice on change management? Now in the AI era, there's, like, new stuff coming out all the time. How did you change the culture from a place where, you know, they didn't want to do this stuff, and now everyone's stoked for change and to implement new stuff?
Making any type of change is very difficult for team members sometimes. Letting them know that you're going to be there for them if they fail, I think is super important. And they have to know that. You have to allow them to fail a little bit and you have to help them correct their own actions and help push them up when things get rough. You have to let them know before you're going to make a change, like, hey, we're going to do this as a team and we're going to implement this and it's going to benefit all of us. Set the expectations of like, hey, this has got to be fixed or we got to do it from this or we need to push in this direction. It's worked really well with the leadership for us.