Trade Operations Episodes

If you’ve ever wondered what makes a great consultant actually great, spend an hour with Clinton Tierney. Clinton has been in restoration for 21 years, worked literally every role in the industry from technician to VP of sales, and has been part of the Floodlight team for a year and a half now, bringing the same intensity to our clients that he brought to two companies he helped grow to 50 and 60 million dollars. In this episode we find out why. Clinton coaches his kids’ travel baseball and soft...

We say it all the time on this show: sales first. But sales without financial controls is a mess waiting to happen, and that's exactly why we're launching our monthly money talk with Jim Emerich, founder of Backbone Fractional CFO Consultants. Jim brought a story about a multigenerational contractor that doubled from 5 to 10 million and started losing money. Margins squeezed, line of credit maxed, wrong desk at the bank. The lesson for every business owner in the trades: scaling the top line wi...

In this episode of Head, Heart, and Boots, Brandon and I sit down with our teammate Clinton Tierney to talk sales, leadership, and the mindset it takes to win in today’s restoration market. Clinton’s story is incredible—college athlete turned mold technician turned multi-million dollar producer and sales leader—and you can hear how every season shaped the way he approaches business development today. We spent a lot of time unpacking what actually creates successful salespeople. Not gimmicks or s...

In this episode of Head, Heart, and Boots, I sit down with Lane Larsen, founder of Clean Claims, to unpack what is happening at the intersection of restoration, technology, and insurance. As the industry continues to evolve, Lane brings a unique perspective on how software, data, and process are reshaping the way claims are handled and how contractors can position themselves to win in a more complex environment. We dig into the origin of Clean Claims, the problem it was built to solve, and how i...

In this episode of Head, Heart, and Boots, Brandon and I tackle a shift that many restoration companies are starting to feel but may not fully understand yet. The traditional flow of insurance work is changing. Claim volumes are tightening, TPAs are producing fewer opportunities, and customers are becoming more cautious about filing claims due to rising deductibles and policy pressure. That shift is forcing restoration companies to confront something the retail contracting world has been dealin...

In this episode of Head, Heart, and Boots, Brandon and I dig into one of the most overlooked drivers of growth in service businesses: the client experience. Sparked by a frustrating real-world story, we unpack how even well-intentioned teams can slowly erode trust through poor communication, missed expectations, and a lack of follow-through - and why those failures compound over time. We talk candidly about how competition in restoration and home services is changing, why today’s customers are m...

I’ll be real. Finance used to feel like the boring side of business. But the deeper we’ve gone, the more I’ve realized the numbers tell the story. In this one, Chris and I sit down with Jim Emerich of Backbone CFO to talk about how to turn financial chaos into clarity, and clarity into growth. Jim breaks down what most owners get wrong about money, how to build incentive comp that actually pays, and why mastering cash flow is the key to scaling without stress. Thanks for Listening, Brandon Ke...

What’s up, friends! This week Brandon and I are coming to you from our brand-new HHB studio: vaulted ceilings, windows to the world, and a backdrop so good it deserves a tattoo. And for our first show in this space, we went big. We sat down with David Gonzalez and Mark Mushlitz from K4K Construction, guys who are pioneering 3D printed concrete homes. Yes, literally printing houses. This isn’t sci-fi anymore. It’s happening now, and it has massive implications for construction, restoration, and...

AI isn’t just hype, it’s already changing how service companies capture leads, close deals, and keep customers happy. In this episode, Chris and Brandon dive into the most practical, boots-on-the-ground conversation we’ve ever had about AI for the trades. Our guest, Nick D’Urbano, CRO and co-founder of Distance, brings a wild career path, from Deloitte M&A to running growth for Victoria’s Secret overseas, to his mission of helping restoration, plumbing, and HVAC companies stop letting revenue s...

In this episode, we get into the weeds with David Obert and Aaron Brunko to figure out what’s actually driving the dip in claim volume, and what it means for us on the ground. Spoiler: It’s not just the weather. We break down six key contributors, from deductible creep to increased competition, and dig into how AI, estimating, and people power are reshaping the game. Check it out: [00:08:00] Why claim volume feels low, and what the data really says [00:14:00] The impact of at-home workforces a...

Look—most of us in this industry have lived through tough stretches. When claim volume dries up or margins get squeezed, the gut reaction is to cut, freeze, survive. But Brandon and I are asking a better question: What if this slowdown is the wake-up call your business needed? This conversation is all about what to do now and how to build a company that thrives tomorrow. We're not peddling theory—we’re sharing the stuff we’ve seen work, and what we’re doing ourselves. Why you should listen: [0...

Brandon here. Look — I get it. Financial episodes don’t usually light people’s hair on fire. But this one? This one’s different. Chris and I sat down with Jim Emerich and Melissa Zinni from Backbone CFO — and I walked away with real answers to questions I’ve been wrestling with in my own business. This convo was way more than spreadsheets and P&Ls. We got into the real mindset traps that keep us stuck — and the strategic moves that can unlock margin and cash flow. Why you should listen: (34:4...

So we jumped into this episode to wrestle with something that's been front and center lately in our client work—and in our own Floodlight team: -Why isn't our “training” sticking? -Why do good people still hesitate or fall short after a solid onboarding or rollout? It’s because we’re mistaking knowledge transfer for skill transfer. Let me break that down. I’ve been thinking a lot lately about this gap that keeps showing up—between what we think we’re doing as leaders and what’s actually happeni...

What’s up, folks? It’s Brandon from Head, Heart, and Boots. In today’s episode, Chris and I sit down with James from LiveSwitch to talk about some seriously cool tech that’s changing the way businesses handle customer interactions—especially in the restoration game. This isn't just about fixing damage; it’s about making real, human connections when your customers are in crisis. If you’ve ever wanted a way to connect with people on a deeper level, especially when they’re stressed out and at their...

In this episode of the Head, Heart, and Boots podcast, join Chris and Brandon as they dive deep into how today's leaders can revolutionize their strategies and truly connect with their teams and customers. Here’s What You’re in For: Unlock Pain Solution Selling: In this episode, discover how tapping into your customers’ needs can radically shift your sales game. Systemize Success: Learn the secrets to crafting systems that not only fix issues but also consistently deliver a knockout customer e...

In this episode of "Head, Heart, and Boots" we sit down with the ever-wise Mark Springer. Mark isn't just your typical guest; he's a seasoned pro in blending deep leadership insights with hardcore financial savvy. This episode is all about getting real with the challenges and triumphs of mastering your financial game in leadership roles. Key Takeaways: Financial Mastery: Unpack the crucial role of financial know-how in nailing down business success and sustainability, as Mark schools us on why...

In this episode of the "Head, Heart, and Boots" podcast, we dive into the impactful insights from our discussion with industry experts Michelle Blevins and Leighton Healey. This episode is a must-listen for anyone in the restoration industry looking to navigate the evolving business landscape! Actionable advice and a deeper understanding of the industry's current state and its future directions. Explore practical advice on enhancing business processes and team success. Perfect for business ow...

Gear up as Brandon and Chris get real with Ed Cross, a master of the restoration and insurance game. This episode is a goldmine for anyone ready to up their game in dealing with claims and mastering the art of negotiation. Key Takeaways: Expert Advice: Tap into Ed Cross's years of experience for building stronger relationships with clients and smoothing out the bumps with insurance adjusters for better claim settlements. Communication Tactics: Discover how to keep things positive with adjuste...

Check out the latest "Head, Heart, and Boots" podcast episode where hosts Chris and Brandon, joined by guest expert Joey Coleman, get real about what it takes to lead with empathy and improve how businesses handle customer experiences. They dive deep into how to make a lasting impression through strategic customer interactions and the essential nature of thoughtful follow-ups. What You'll Learn: Maximizing Moments: Master the peak-end rule to leave a lasting impression on your customers. Foll...

This episode of the "Head, Heart, and Boots" podcast delves into how technology meets practicality in the restoration industry, spotlighting two groundbreaking tools: Magic Plan and Clean Claims. These innovations are transforming job management and documentation, thanks to insights from industry veterans who designed these solutions based on their real-world experiences. Key highlights include the ways integrated software enhances operational efficiency, improves data accuracy, and simplifies t...

In this empowering episode of the Head, Heart, and Boots podcast, hosts Chris and Brandon delve into practical sales strategies designed to revitalize your business and maximize opportunities, especially in tough times. Drawing from real-life experiences and detailed client interactions, this episode is a treasure trove of actionable insights that will help you focus your efforts, optimize time management, and leverage existing relationships for exponential growth. Key Takeaways: Anchor Strate...

Dive into the game-changing world of restoration with Chris, Brandon, and industry guru Leighton on the latest "Head, Heart, and Boots" episode. They're slicing through the big issues with the "Cost of Doing Business" survey and revealing how data is the secret ingredient to professionalizing the industry. What You'll Discover: Tackling Industry Hurdles: Get the lowdown on the economic challenges shaking up the restoration scene and how unity is our secret weapon. Game-Changing Tools: Zoom in...

"Essential Listening for Restoration Business Owners: Learn to Master the Claim Process and Forge Stronger Partnerships with Insurance Agents for Outstanding Client Service" In this episode of "Head, Heart, and Boots," hosts Chris and Brandon explore the critical role of relationships between restoration business owners and insurance agents in the claim process. Key takeaways include: The evolving responsibilities of insurance agents and the impact on claim processes, with a focus on State Farm...

Dive into a new episode of "Head, Heart, and Boots" where Chris and Brandon chat with Dr. Jake Avila from Middle Tennessee State University about a super cool project he is working on – a degree program that’s all about getting into the nitty-gritty of restoration construction management. This isn’t your average chat about education; it's a deep dive into a program that’s set to shake up the restoration industry by pumping out pros who know their stuff from day one. Why You Gotta Check This Out...