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

The “Yes-First” Mindset That Helped This Service Business Grow 45%

9 Feb 2026 · 1 min

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Carter's leader explains how a "yes-first" mindset, where the default answer to customer requests is yes, drove 45% growth. The company had neglected office operations while focusing on technicians, then shifted to asking "why not?" instead of "no." He also changed his mind about company culture, realizing it directly fueled growth and kept employees committed.

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So let's go back to your first year at Carter. What specific challenges did you encounter and how did you overcome them?
We knew that we didn't know much, so I knew that was gonna take some time, but we had time and we had patience. I think sometimes the office gets left behind cuz everyone focuses on the technicians cuz they're in the house and they're the point of sale. But the journey starts when you pick up the phone. So we had to just rewire some of the thinking. It's yes until it's no. Yes is our first word here. Always. I don't care if it's yes and then you gotta call 'em back. I'm trying to fit you in today. Give me a few minutes. You gotta go above and beyond. You can't just say, nope, can't do it. Nope, we don't cover that area. Nope, we don't do that. Why not? So a lot of the question at first was, why not? If this is just a job, go have a job somewhere else. We want people who wanna see something grow. I used to think that whole culture thing was all this cliché stuff. I can't believe how wrong I was.