Owning a service area business often means juggling an endless list of responsibilities. You’ve built a reputation for quality, reliability, and expertise. But as the workload grows, there's one critical challenge you can’t overlook—hiring. It seems simple on paper, but hiring new staff for businesses like plumbing, HVAC, and roofing can be more daunting than first expected.

The Pressure of Finding the Right Fit

Take "Bob," a fictional HVAC company owner in Phoenix. Business was booming. Calls for installations and repairs were coming in daily, but his small crew was stretched thin. He needed more hands, but every hire felt like a gamble. If he hired someone too inexperienced, customer service might falter. If he hired someone too expensive, profit margins would suffer.

Bob’s experience mirrors a very real struggle faced by business owners. Getting people with the skill set we're looking for has been very hard," says a PA business owner from S&P Global's study. "When we do get somebody, they don't last."  

The hiring challenges break down into a few key areas:

• Recruiting struggles: 22% of business owners say recruiting and retaining skilled talent is one of their biggest hurdles, according to a NAWBO (National Association of Women Business Owners) survey.
• Unfilled job openings: The National Federation of Independent Business (NFIB) highlights that 90% of business owners trying to higher reported few or none qualified candidates for the role.
• Skill mismatch: 12% of business owners struggle to find candidates with the right technical skills, while 11% say the challenge lies in finding workers with soft skills, like communication and teamwork

The Frustration of Hiring Gone Wrong

When the wrong person joins your team, it can set off a chain reaction of issues. In Bob’s fictional case, he rushed the hiring process, bringing in a technician who seemed qualified on paper but didn’t have the soft skills to work well with customers. Within weeks, negative reviews started pouring in. Customers complained about poor communication, delayed jobs, and a lack of professionalism.

For service area businesses, every employee is a brand ambassador. A bad hire doesn’t just affect internal operations—it can tarnish your reputation. And as for a service area business, reputation is everything!

Avoiding Hiring Pitfalls and Finding Solutions

Hiring doesn't have to be a gamble. With the right approach, you can reduce the risk and find employees who will contribute to your business’s growth.

• Start with a clear job description: Be specific about the skills and experience needed for the role. Outline what success looks like in the first 90 days and beyond.

• Use a trial period: Instead of hiring someone outright, offer a probationary period. This gives you and the new hire a chance to assess fit without long-term commitment.

• Prioritize cultural fit: Skills can be taught, but attitude and values are harder to change. Hiring someone who aligns with your company's culture and customer service standards is crucial, especially when your team is small.

• Invest in training: Sometimes the best hire is someone with potential, even if they aren’t fully trained. A structured onboarding process can turn an eager beginner into an asset for your business.

Many business owners, just like Bob, have learned from their mistakes. One contractor, for instance, revamped their hiring process after a bad experience, focusing more on customer service skills during interviews. The next hire not only had the technical skills but also the interpersonal abilities to keep clients satisfied. The result? Positive reviews skyrocketed, and the business regained its momentum.

Your Business's Growth Depends on the Right Team

For service area businesses, your staff is the backbone of your success. Whether it’s a small crew or a larger operation, every hire counts. By taking the time to refine your hiring process and focusing on more than just technical expertise, you’ll save yourself the stress of employee turnover and the financial losses that come with a bad hire.

Steps You Can Take Right Now

• Reassess your current hiring process and identify areas where you might be cutting corners.
• Write down a list of non-negotiable qualities you want in a new employee.
• Consider reaching out to local trade schools or apprenticeship programs to find candidates with potential.
• Finally, review customer feedback to ensure your hires are meeting expectations, both technically and in customer service.

When you're ready to grow your team, remember: hiring isn’t just about filling a role. It’s about ensuring the long-term success of your business by building a team that upholds your values and reputation.