Mastering Service: Training, Sales, and Leadership Habits

Mike Johnson

Alright, so here we are, kicking things off with something completely new—a BoPo. And if you're sitting there thinking, "What the heck’s a BoPo?"—well, you're in for something special.

Jake Ramirez

Okay, wait. Let me guess. BoPo stands for… Boring Podcast?...

Mike Johnson

-Ha! Not even close. It stands for "Book-Podcast and it's like no training you've ever experienced before. Here's the deal: it's part audiobook, part podcast, and 100% geared toward folks in the trades who want smarter, faster ways to learn. None of that classroom boredom, Jake.

Jake Ramirez

How about Bro-Po?

Mike Johnson

No BoPo!

Jake Ramirez

ahh ok, got it. Just messin with ya. So, basically, you’re saying we’re ditching the stale PowerPoints and three-ring binders for something that actually works for people like us—boots-on-the-ground kinda folks. I like it.

Mike Johnson

Exactly. You know, I’ve been around for more than three decades in this industry, and I’ve seen how most training is designed. It’s rigid. It’s slow. And, honestly, it’s impossible for someone juggling job site needs, customer calls, and, oh yeah, figuring out how to pay their crew on time. Who has the energy to sit through hours of a stale seminar?

Jake Ramirez

Right? Like, I’m picturing a windowless hotel ballroom, some guy in a tie showing us spreadsheets, and half the room is low-key checking their phones. No thanks.

Mike Johnson

Yeah, that’s pretty much it. And let me tell you this story. Years ago, I signed up for one of those “highly recommended management trainings.” It was supposed to teach us how to effectively lead our teams. So I showed up, pen in hand, coffee in the other, ready to learn. By the second hour, half the attendees had glazed-over eyes. The other half? Heads down, dozing off. I mean, really? And that was a whole week!

Jake Ramirez

Snore city, man. And meanwhile, your phone is blowing up on silent...

Mike Johnson

...Exactly! My crew was out there scrambling, calls went unanswered, and no one had a clue what I was sitting there nodding off to. That right there was my lightbulb moment. I thought, there has to be a better way. And that’s where this idea—this BoPo—was born.

Jake Ramirez

Okay, so here’s what I’m getting: this is for the person who doesn’t have time to waste. The one who’s gotta stay sharp while on the go, because his or her team, clients, the whole business depends on it.

Mike Johnson

Exactly, Jake. This is learning for people like you—field leaders, crew managers, sales reps who don’t want fluffy theories or some 300-page manual they’ll never read. It’s real stories, real lessons, with real applications you can use today. And because it’s in this audio format? You can listen while you’re driving to your next job site or loading up gear.

Jake Ramirez

Alright, I see it now. It’s like… Netflix for guys like us. But instead of bingeing some fantasy show, you’re getting tips on how to lead better or how to fix a jacked-up schedule. Makes sense.

Mike Johnson

Spot on, Jake. And the best part? This format really lets us focus on insights that stick. We can layer in examples, role-playing scenarios, even some laughs. It’s training—but training you actually wanna do. No fluff.

Jake Ramirez

No fluff, no stress. Alright, so… is this where we cue the sound effects and ride off into productivity-land?

Mike Johnson

Not yet. Let’s wrap it up like this: BroPo combines the best of storytelling and the best of practical training, and I think it’s gonna change how leaders in this industry see growth—both personal and professional.

Jake Ramirez

And for the record, it’s not boring. Or a tie-wearing seminar. And you said Bro-Po! Got it.

Mike Johnson

...I did - You got me, Jake. And you get the concept.

Mike Johnson

Alright, Jake, so now that we’ve nailed down what we're doin here and why it’s a game-changer, let’s talk about how it really shines. It’s all about the Four Pillars of Service Mastery—a framework that keeps everything running smoothly in the real world.

Jake Ramirez

Four pillars? Sounds like a lotta heavy lifting.

Jake Ramirez

What are we building here, a mansion?

Mike Johnson

-Well, in a way, yeah. It’s the foundation for a thriving business. Here’s the breakdown: General Management, Sales, Operations, and Resource Management. Each one’s like a corner of the foundation, holding the whole thing steady.

Jake Ramirez

Alright, so you’re saying if one of these is shaky, the whole house crumbles?

Mike Johnson

Exactly. Each pillar does its part. General Management is all about vision, culture, and strategy—guiding the ship. Sales is less about hard closing and more about problem-solving and creating trust. Operations? That’s the engine room—execution, schedules, quality. And Resource Management? That’s people, tools, and materials—the stuff that keeps the engine running smoothly.

Jake Ramirez

Makes sense. It’s like a crew leader juggling schedules, tools, and making sure no one’s slacking off on-site. Without all that, clients aren’t happy, and the boss is breathing down your neck.

Mike Johnson

Exactly, Jake. And since the Sales pillar often gets misunderstood, let’s zoom in on that today. People hear "sales," and they cringe, thinking pushy tactics, quotas, all that sleazy stuff. But real sales? It’s about listening, building trust, solving actual problems—not chasing people down with dollar signs in your eyes.

Jake Ramirez

Man, I’ve seen so many guys blow it with that old-school approach. It’s like they don’t even try to understand what the client actually needs. Just last week, I worked with this guy—

Jake Ramirez

So, we showed up to this property, and the homeowner looks stressed, like, seriously overwhelmed. Turns out, she wasn’t even sure what she needed; her yard was a mess, and she just knew she wanted it to look good. I started asking questions—like, what bothers her the most? What kind of vibe does she want when she’s out there? Turns out, her kid has allergies, and they were struggling to find a solution. So, we focused on low-pollen plants and a layout that’s easy to manage.

Mike Johnson

That’s brilliant. You didn’t just sell her a service; you solved her problem. And I bet she walked away feeling like you actually cared about her situation, right?

Jake Ramirez

Totally. She was thrilled. Now she’s already talking about having us come back for more projects down the line. It’s like, once you prove you’re trustworthy, you don’t need to push—they come to you.

Mike Johnson

Exactly, Jake. It’s trust over tactics. Focus on the client’s pain points and solving the issue, not just closing the deal. And honestly? It’s also about feeling good at the end of the day, knowing you really helped someone.

Jake Ramirez

Yup, and the bonus? When you do it right, they refer you to their neighbors, and the cycle keeps going. No gimmicks needed.

Mike Johnson

You nailed it, Jake—trust and problem-solving are the heartbeat of a great business. Now let’s take it a step further and talk about what makes a company not just good, but truly remarkable.

Jake Ramirez

Alright, Mike, let’s hear it. What’s the secret sauce?

Mike Johnson

It’s habits, Jake. Strong, consistent habits. You build systems that people trust, and those systems create a company culture that keeps great clients coming back and great employees sticking around.

Jake Ramirez

Okay, but when you’re out in the field, “systems” sometimes feel like just a fancy word for micromanaging. How do you keep things dialed in without making people feel, you know... trapped?

Mike Johnson

Good question. It’s all about clarity and consistency. People thrive when they know what’s expected of them and when those expectations are fair. You give your team the tools and the freedom to succeed without hovering over their shoulder.

Jake Ramirez

Alright, so basically, you make the job easier—not harder—by having systems that click. Makes sense.

Mike Johnson

Exactly. And it’s not just about the team; it’s about the clients, too. Positive habits translate into better communication, smoother operations, and ultimately memorable client experiences. Does that mean every day runs perfectly? No. But when you’ve built a structure of good habits, the bad days don’t derail the whole train.

Jake Ramirez

Man, we had a day like that last summer. Everything that could go wrong... did. Late deliveries, equipment failures—you name it. But my crew? They crushed it anyway. Why? Because they didn’t stop to panic. They knew the routine. They adjusted on the fly, and everyone stepped up.

Mike Johnson

And that’s the power of habits. When the routine becomes second nature, your team doesn’t fall apart when times get tough. But, you know, some of that also comes down to leadership. Speaking of which, let’s talk about how leaders can build those habits in the first place.

Jake Ramirez

I’m guessing this is the part where we get into that role-play you mentioned earlier?

Mike Johnson

You got it. Let’s imagine a scenario—it’s mid-season, one of your crew members has been showing up late, cutting corners, and now they’ve got the rest of your team grumbling. How do you handle it?

Jake Ramirez

Alright, so step one: I’m not calling them out in front of everybody—kinda feels like management 101, right?

Mike Johnson

Right, public shaming doesn’t build trust. But what’s next?

Jake Ramirez

Next, I pull them aside and just... talk. I’d start something like, “Hey, I’ve noticed you’ve been coming in late and it’s throwing off the whole morning setup. What’s going on?” Keep it direct but not aggressive.

Mike Johnson

Good—non-confrontational, but clear. Keep going.

Jake Ramirez

Once they tell me what’s up—whether it’s personal stuff or just getting lazy—I’d reset expectations. Like, “Listen, we all have off days, but this is becoming a pattern. Here’s what needs to change and why it matters for the team.”

Mike Johnson

And that’s key. You’re addressing the behavior without attacking the person. But how do you reinforce that this change needs to stick?

Jake Ramirez

Simple: follow through. Let them know you’ll check back in, see how they’re doing, and remind them you’re there to help if they need it. But also? You’ve gotta show the team that accountability is non-negotiable—no favorites.

Mike Johnson

Jake, that’s leadership in action. Fair, firm, and focused on improvement—both for the individual and the crew. This habit of addressing underperformance constructively? It’s a game changer, not just for the team but for the entire company culture.

Jake Ramirez

And that culture? It’s what keeps the good-people on your-team, makes clients-happy, and turns a service company into, well… something remarkable.

Mike Johnson

Exactly. And that’s how you grow—on habits, not hope. So if you’re listening to this and thinking, “Do I really have the time to build habits like these?” let me tell you something: you can’t afford not to.

Jake Ramirez

Yeah, because when you don’t, guess what? Chaos fills the gaps. And nobody has time for that.

Mike Johnson

That’s right. So, start small. Pick one habit, one system, and commit to it. Then build from there.

Jake Ramirez

Like the gym. You don’t start with 300 pounds on the bar—you start with the bar itself.

Mike Johnson

Perfect analogy, Jake. Consistency beats intensity every time.

Jake Ramirez

Alright, Mike, so what’s our big takeaway for today?

Mike Johnson

Simple: remarkable service companies aren’t built by chance. They’re built on systems, habits, and leaders who care enough to get it right. And that applies to everyone, whether you’re running crews or running the whole show.

Jake Ramirez

I like it. Systems over chaos. Habits over hope. And with that, my friend, I think we’ve wrapped this up right.

Mike Johnson

Couldn’t have said it better myself. And that’s all for this episode of Service Mastery. Think of this episode as your From here, you choose your path.

Mike Johnson

Start with — the section that covers vision, strategy, financials, and culture-building. Need to boost revenue and build real client trust? Head over to — where we’ll show you how to sell like a pro, without sounding like a car-salesman. Trying to tighten up job execution, scheduling, and daily operations? Jump into — where chaos turns into rhythm. Or maybe you're managing people, subs, gear, or facilities? Then start with — and learn how to make your tools and team work smarter.

Jake Ramirez

Each section is a full module. A full experience. You can listen straight through — or skip to what matters most right now. However you use it, remember this: This isn’t about infer-mation. It’s about trans-fermation. And it starts now.

Mike Johnson

Welcome to Business school with boots on.Let’s get to work.