In Today’s Newsletter

• Brothers at Work: navigating family & business

• Things you should do…

• ServiceTitan’s IPO advantage

• The outside voices that shape how I lead

• AI + Service: the new standard in home services

• Why we talk payments, not price, with our customers

• Favorite Tweets from the past week

Technology Corner

ServiceTitan’s IPO Advantage

Why public markets could mean better outcomes for the contractors they serve

Over the past decade, the trades have seen a surge in technology adoption—fueled largely by platforms like ServiceTitan that help home service companies run smarter, scale faster, and deliver a better customer experience.

This year, ServiceTitan reached a major milestone: becoming a publicly traded company.

Now, I know the phrase “IPO” often triggers skepticism. Public companies are sometimes criticized for their obsession with quarterly results and short-term shareholder pressure. But in the case of ServiceTitan, I believe going public is actually a huge win for the contractors they serve.

Here’s why.

1. No single exit. No ticking clock.
Unlike venture-backed or private-equity-owned businesses, a public company isn’t managing toward a single transaction. There’s no looming exit event that forces leaders to prioritize short-term optics over long-term outcomes. Instead, ServiceTitan now has the opportunity—and the obligation—to focus on sustainable, long-term value creation.

2. Incentives aligned with performance.
Public companies can’t manufacture value through clever financial engineering. They have to earn it. By investing in their product, their team, and their customer experience, ServiceTitan is now measured by how well they serve the industry—quarter after quarter, year after year. That’s a healthy kind of pressure.

3. Investments that compound.
Yes, public companies report quarterly earnings. But unlike private firms seeking an exit, public companies live with the consequences of their decisions. Cut investment in your platform to boost margins today? You’ll feel it in future quarters.

The result: smarter, more strategic investment in the things that actually matter—like innovation, infrastructure, and customer success.

4. Stability that benefits everyone.
Public markets provide a level of capital stability that most private tech companies can’t match. That gives ServiceTitan the ability to weather market cycles, fund long-term R&D, and attract top talent—all of which translates into a stronger platform for its customers.

At The Path Less Traveled, we’ve been proud to partner with ServiceTitan, not just because of the product they’ve built—but because of the way they’ve consistently invested in the success of the trades.

Their IPO isn’t just a milestone for them—it’s a signal that they’re playing the long game. And for contractors like us who rely on their platform to run our businesses, that’s a very good thing.

#grateful to have ServiceTitan sponsoring this section of TPLT; Pantheon 2025 will be held Sept 17-19 in Anaheim, CA.

CEO: Growth Mindset

The Outside Voices that Shape How I Lead

Because the best leaders never stop learning.

Running a company can be isolating—especially as it grows. As CEO, the number of people inside your business who can give you truly objective, unfiltered feedback gets smaller and smaller.

And yet, the need for perspective only grows.

That’s why I’ve intentionally sought out outside voices—communities of leaders, builders, and operators—who challenge how I think, expand what I believe is possible, and help me get better.

Three of those communities have had a profound impact on how I lead today:

1. Young Presidents’ Organization (YPO)

YPO is a “choose your own adventure” peer network for CEOs around the world. It’s a place where you’re not the only one carrying the weight of tough decisions—and where vulnerability is a strength, not a liability.

What I’ve found most valuable is our monthly forum: a half-day spent in a confidential room with 7-10 other CEOs from diverse industries. No shallow discussions. No formal slide decks. Just honest, experience-driven conversation. I’ve learned more in those rooms than I have from any business book or conference.

2. The Tugboat Institute

Tugboat is built around one core belief: when you combine Purpose with Private ownership, you can create enduring, resilient companies that make a dent in the universe. It’s a community of purpose-driven leaders who are committed to building businesses that last—not to flip them, but to grow them across generations.

In a world obsessed with exits and short-term wins, Tugboat has been a powerful source of inspiration. It’s shown me what’s possible when you align values, long-term thinking, and a deep commitment to people. That vision has helped shape how we lead and grow HB Solutions Group.

3. Nexstar Network

Nexstar is the most practical, hands-on resource we’ve found for building an elite home services company. It’s an industry-specific network for HVAC, plumbing, and electrical contractors—and it delivers a proven playbook for operational excellence.

From call center management to field performance to pricing strategy, Nexstar has given us the systems and tools to scale profitably, while still delivering exceptional customer service. It’s where we go when we want answers that drive real results.

Leadership is not a solo act. And for those of us on the journey to build something enduring, we need voices outside the four walls of our company to guide us, challenge us, and remind us what’s possible.

Your growth as a leader doesn’t happen by accident. No one else owns it. You do.

Surround yourself with people who make you better—and then keep showing up ready to learn.

Because the journey never stops.

CyberNetic Labs - bringing powerful Agentic AI tools to the trades

AI + Service: The New Standard in Home Services

The home service industry has always been about people—field teams delivering great work, office teams coordinating logistics, and customers relying on us when things go wrong.

But today, delivering excellent service at scale also requires intelligent systems that can anticipate needs, reduce friction, and free up our teams to focus on what matters most.

That’s why we’ve partnered with CyberNetic Labs ("Netic") to bring AI-driven communication into the core of how we serve our customers.

Here’s what that looks like in practice:

At Hoffmann Brothers, we have over 20,000 Home Protection Plan (HPP) members. Each of these members is entitled to two annual in-home maintenance visits—one for heating, one for cooling. That adds up to nearly 40,000 visits a year.

Historically, scheduling those appointments has been a manual, complex, and frustrating process—for both our team and our customers. Between missed calls, unreturned voicemails, and reschedules, it was a constant administrative headache.

Enter Netic.

Today, Netic’s AI agents autonomously text every one of our 20,000+ members to schedule their maintenance visits. The system:

• Coordinates directly with our customers over text

• Follows up persistently (but respectfully) to ensure visits are booked

• Books appointments directly into our CRM—no human needed

• Reschedules appointments when customers’ availability changes

• Automatically adjusts appointments when extreme weather hits and we need to prioritize emergency calls

This is AI meeting the reality of field service operations—not some abstract future, but real results, happening today.

And here's the thing: our customers love it. It's simple. It's responsive. And it's making it easier than ever for them to get the value they paid for.

At the same time, it's allowed our team to focus less on dialing phones and more on delivering great experiences in the field.

If you’re a $15M+ home service company, and you’re not exploring how AI can elevate your performance and customer experience—you’re falling behind.

Netic has been a game-changing partner for us. Not because they replaced people—but because they’ve allowed our people to focus on the work only humans can do.

This is the new standard in home services. And we’re just getting started.

#grateful to have Cybernetic Labs sponsor this section of TPLT

Consumer Financing¹

Why We Talk Payments, Not Price, With out Customers

Because great service includes helping people afford what they need.

If you're a homeowner, you know this feeling:

The AC goes out. It’s 90 degrees. You’re staring down a $15,000 replacement quote—and you weren’t expecting it. It’s not a bathroom remodel you saved for. It’s not a kitchen upgrade you planned. It’s an unplanned, urgent investment in your family’s comfort and safety.

Most homeowners aren’t sitting on $15,000 for an unexpected HVAC breakdown. And that’s exactly why how we talk about money with our customers matters.

At Hoffmann Brothers, we don’t just hand over a lump sum price and leave it at that. We take a different approach—one built on clarity, empathy, and trust.

Here’s what that looks like in practice:

When we present solutions, we show customers both the total dollar amount and the monthly payment for each option. Why?

Because when a customer sees, for example, “$132/month” next to “$12,500,” it does two things:

1. It makes the investment feel more approachable.

2. It opens the door for them to say: “Wait—how do I get that payment?”

That’s the moment we’re looking for.

Not because we’re trying to push financing. But because we want to normalize it—to remove the stigma some customers feel about asking for help.

We’ve learned that asking “Do you need financing?” can feel awkward or even insulting, especially in the middle of a stressful situation. But presenting monthly payments alongside total cost gives customers permission to bring it up themselves.

And when they do, we’re ready—with simple, transparent financing options that make it possible for them to get the service they need, without derailing their finances.

Why this matters:

Being thoughtful about how and when you introduce financing isn't just good sales strategy. It's good service.

It’s about understanding that most people aren’t expecting a major home repair to hit their budget this month.

It’s about helping them feel supported, not judged.

And it’s about making sure that a stressful situation ends with a solution they can feel good about—both functionally and financially.

Because if we’re not making it easy for people to say “yes” to the work they need, we’re not really doing our job.

#grateful to have GreenSky® Home Improvement sponsor this section of TPLT

¹ The views and opinions expressed here are owned by The Path Less Traveled and its author and may not reflect the views of GreenSky®

Friends of The Path Less Traveled

Who are the VENDORS that fuel our success?

MARKETING

Choosing a marketing agency that is both (1) competent and (2) CARES about your specific business is hard. Over the last 5 years, I have become great friends with the founder of RYNO Strategic Solutions, Chris Yano, and can say with confidence that his agency is among the few that I would trust with my own brands. If you are searching for a partner, put them on your list to evaluate. Send a note to Jeff Bowab at [email protected] and tell him that I sent you.

PAYROLL & HR

Inova Payroll & HR has been a partner to our companies for over 10 years. They have provided us with a payroll technology platform that has been able to keep pace with the demands of our fast-growing organization (now serving team members across 4 states). Inova’s platform works seamlessly with our CRM, ServiceTitan, and with our accounting back-end, Sage Intacct.

COACHING & TRAINING

If there is one organization - perhaps more than any other - that has fueled our growth over the last 10 years… that organization would be Nexstar Network. I like to say that Nexstar Network has built & refined a “process playbook” that touches on so many facets of our business. From dispatching, to call taking, to in-home customer service, to pricing methodologies and more. Don’t try and re-create the wheel… come and learn from the best. Becoming a member is a life changing opportunity.

#grateful for the “Friends of TPLT” sponsors in this section

Hey…I could use your help connecting with like-minded business leaders:

If you know someone who should read The Path Less Traveled - please forward this email them: https://thepathlesstraveled.beehiiv.com/subscribe

Follow along on social…

Chris Hoffmann

on X at @stlChrisH

on LinkedIn @stlChrisHoffmann

on Instagram @Christopher.m.hoffmann

Our Companies:

www.hoffmannbros.com

www.fergusonroofing.com 

www.blueskyplumbing.com

www.hbsolutionsgroup.com 

If you have feedback, questions or comments - please don’t hesitate to reply to this email. I personally monitor all replies.

-Chris