Help Wanted: SANITY!
Written by: Suzanne Wedeven
For those who remember Father Knows Best, the image of co-workers chatting around the water cooler brings back a sense of simplicity and structure. On the show, Jim Anderson – the father figure played by Robert Young – worked as an insurance salesman. Though much of the show focused on home life, his steady, respectable job was the backdrop for his calm and reasoned advice. You can imagine him pausing at the water cooler with his tie straight and briefcase in hand, discussing the latest happenings at the office with the same thoughtful tone he used at the dinner table. But, ask yourself, did the topics around the water cooler ever get solved in the episode? Today, for those of us who run or manage service businesses, the two most debatable issues that come up repeatedly in the shop, on job sites, and over beers after work seem to be:
1) Technicians – we cannot find the skill set.
2) Growth mindset – growing our businesses is impossible without the right skillset.
These topics cause the head nods, eye rolls, and everyone’s got a story. And the wild part? We mostly agree — we just haven’t cracked the code yet.
Where did all the skilled people go?
It’s the same frustration across trades: drain cleaning, HVAC, electrical, plumbing — you name it. The demand is there, and the phones are ringing, but finding someone who can show up and do the job well, solve problems on the fly, follow our processes, and communicate with customers like a pro is the unicorn. We all know someone “almost there” — maybe they’ve got the technical chops but struggle with soft skills or vice versa. It’s a constant juggling of training, mentoring, and hoping they stick around long enough to become great.
Are Our Expectations the Problem?
A lot of us have been in the game a long time, and it’s easy to forget how long it took us to get good. Now we’re hiring with tight margins and high expectations, hoping someone will walk in ready to crush it after two weeks of shadowing. So the debate becomes: are we failing to find the right people, or failing to build them? Most of us would love to train and grow a solid crew, but time and workload don’t always allow it. So, we return to square one — trying to find the elusive technician who already “gets it.”
Every contractor I talk to agrees — the solution is out there, and it’s probably a mix of better training, better processes, more patience, and a serious rethink of how we attract and keep talent.
Start With Who You’ve Got
There’s often someone on your team who’s reliable, maybe not flashy, but shows up, listens, and wants to grow. That person might not be your top technician today, but with some investment, training, processes, mentoring, and encouragement, they could be your rockstar in six months.
Sometimes we overlook potential because we’re too busy chasing experience. Track their KPIs. Share these numbers with them – so they know they are winning!
Build Your Own Farm System
Partner with local trade schools, high schools, or adult education programs. Offer ride-alongs, job shadows, or internships. Let them see the work before they’re in it full-time — that way, you find the ones who like this stuff. A small-time investment can build a pipeline of future hires already familiar with your company culture. Offer in-house training on topics relevant to their skill set and talk about a growth path for advancement, so they know they are winning!
Hire for Attitude, Train for Skill
You can teach someone how to cable a drain or braze a line set, but you can’t teach them how to care, listen, follow directions, communicate, run your processes, or show up on time. When in doubt, choose the one who wants to be there. Skills come — the mindset is gold. Be sure each technician has a detailed job description. Spend a couple of times a year reviewing this job description with them, so they know they are winning!
Use Your Team as Recruiters
Your best recruiters are often already on the payroll. Set up a referral bonus that motivates. Offer a consistent coaching program. If they love working for you and know a guy who’s sharp and hungry? That’s the kind of word-of-mouth that brings in the right people.
The Bottom Line: Build What You Can’t Find
If the skilled workforce you want doesn’t exist, you’ll have to grow it yourself. That means investing in training, processes, mentoring, and encouragement — starting with the people right in front of you.
A much easier solution… right?
Want to Chat?
Give me a call at 706-309-1978. Until then, keep swapping stories and hoping the next applicant is the one!