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

The Power of a Good Name in the Trades

24 Oct 2025

Watch on YouTube

A short conversational excerpt from a YouTube video titled "The Power of a Good Name in the Trades" (created/uploaded by Bill Brown). The speakers discuss challenges the company faces when moving from new construction into service and retrofit work, especially dealing with customers who distrust tradespeople. The company culture emphasizes protecting its reputation—summarized by the internal maxim "a good name is desired above all riches"—and instructs staff to prioritize customer satisfaction over immediate profit margins when making on-the-spot decisions.

So you mentioned that what you guys are seeing as you're transitioning from a new construction, predominantly business to now you're going into the service and retrofit area, you're encountering customers who have a negative perception of the trades. And I want to hear a little bit about how you're working to build trust and demonstrate your company's commitment to excellence to these wary customers.
It is one of those things that's just becoming more and more challenging as the years go on. But we, we have an internal model of a good name is desired above all riches. That is something we preach all the time. If you need to know how to make a decision and you're in a moment like, let's say it's with a customer and you have to make a decision on the spot, whether that's a technician or a manager, we remind them, say that to yourself, a good name is desired above all riches. So think to yourself. We don't care about the profit margin anymore. We're not thinking about that. We're thinking about how do we make this customer happy.