How The Tradesman Experience Earns Loyal Clients by Training Better Technicians

Ask a Pro is our live webinar series where we sit down with experienced trades professionals to talk real growth, hard-earned lessons, and what it takes to run a modern service business.

In this session, we spoke with Josh Huite, founder of The Tradesman Experience , a leadership and communication coaching service built exclusively for the trades. With 30 years in the industry, Josh has worn every hat, from technician to business owner to consultant. Now, he helps blue-collar professionals sharpen their communication skills, elevate their internal culture, and grow lasting relationships with customers.

From technician training to building company culture and using technology to streamline service, here's what we learned from Josh's powerful insights.

Watch the full webinar here.

Quick Takeaways

Here are 5 standout insights from the conversation:

• Technicians are your most valuable customer retention tool. Train them to build trust, not just fix problems.

• Listening is the most powerful communication skill. Ask the right questions, then stay quiet.

• Leadership sets the tone. Your internal culture is mirrored in your customer experience.

• Reward the behavior you want repeated. Use both financial and personal recognition.

• Use technology like FieldPulse to prevent missed follow-ups and streamline communication.

About Josh and The Tradesman Experience

The Tradesman Experience is a coaching and consulting platform built for trades professionals across the U.S. Founded by Josh Huite, a veteran tradesman with over three decades of experience, the company helps business owners develop communication skills, team culture, and leadership habits that drive long-term success. Josh is passionate about transforming repairmen into relationship-driven technicians and believes the key to scaling a service business lies in consistent, customer-first communication.

Full Recap

Creating a Culture That Wins

Josh opened the session by distinguishing between typical service businesses and those that create lasting client relationships. According to Josh, too many companies run on autopilot: answer the phone, dispatch a tech, complete the job, and move on. But that rinse-and-repeat model misses a critical opportunity to differentiate.

He encouraged business owners to lead cultural transformation by focusing on the customer experience and how clients feel at every step of the interaction.

“People don’t remember what you did; they remember how you made them feel.”

Josh explained that for culture change to take root, it needs to start with leadership. Leaders should treat their team the way they want their customers to be treated. That means focusing on communication, emotional intelligence, and consistency. Managers might chase high-pressure sales, but real leaders develop their teams through training, roleplay, ride-alongs, and genuine investment.

One of his standout techniques? Replacing the word "change" with "improve."

“We stopped saying 'change' in our meetings and started saying 'improve.' Because how you say things is how you see things.”

This simple vocabulary shift helped reframe team mindset and make transformation feel like growth rather than disruption.

From Repairman to Technician: Training for Trust

Josh's RVT Training (Repairman vs. Technician) underscores a core belief: Anyone can fix a problem, but not everyone knows how to build a relationship.

A repairman shows up, changes a part, and leaves. A technician engages with the customer, explains their options, navigates the problem collaboratively, and leaves the client feeling confident in their decision.

That, Josh says, is what drives repeat business and referrals.

He encourages owners to equip their teams with communication tools and real-world coaching. Technicians should learn how to:

• Ask investigative questions

• Listen without interrupting

• Walk clients through options using tools like FieldPulse

• Empower clients to make informed decisions

Josh recounted a memorable story of a DIY client who started off combative but became one of his strongest advocates. The transformation happened because Josh met the client at his level, remained confident, and delivered consistent, respectful service.

“He didn’t want someone he could push over. He wanted someone who was confident and clear.”

The Technician Is the Linchpin of Customer Loyalty

One of the most powerful metrics for client satisfaction? When a customer calls and asks for a technician by name.

Josh explained that this level of recognition signals a personal connection and memorable service experience. It's not just about fixing equipment—it's about how that technician made the customer feel throughout the process.

He also highlighted the importance of strategic touchpoints throughout the year. Using FieldPulse, for example, service businesses can stay top-of-mind through seasonal check-ins, reminders, and email follow-ups. According to Josh, businesses should aim for 6–8 meaningful touches per year per customer.

“FieldPulse lets you systematize communication so no one falls through the cracks. That’s how you build real relationships.”

The key, though, remains the person in the field. The technician has to reinforce that connection in every visit.

How to Motivate Technicians (Hint: It's Not Just Money)

While financial incentives help, Josh advocates for a more holistic approach to motivation. He set up tiered lead-gen spiffs at his company: $25 for a lead, and another $75 if it closed.

But he went further, using personal profiles to learn each team member’s favorite restaurant, coffee shop, or hobby store. This allowed him to offer meaningful rewards, like gift cards to their favorite spots, paired with public recognition.

“Reward in public, reprimand in private. And always reward the behavior you want repeated.”

Celebrating wins doesn’t just motivate the individual. It sets a cultural standard and reinforces what excellence looks like in practice.

Using Tools Like FieldPulse to Scale the Right Way

Josh emphasized that technology should support human connection, not replace it.

Field Service Management Software like FieldPulse make it easier for businesses to:

• Schedule and follow up with customers automatically

• Equip technicians with digital proposals and payment collection

• Present service options clearly and consistently

He offered a reminder:

“Every call you don’t collect on, you’re financing at 0%. You’re running the biggest 0% interest bank in the trades.”

FieldPulse ensures that jobs are closed out, invoices collected, and follow-ups scheduled, all in the same platform. That reliability builds trust and reduces back-office chaos.

Final Thoughts

From Josh Huite’s journey, one thing is clear: customer loyalty is earned through culture, communication, and consistency. Whether you’re a solo operator or scaling a growing team, your ability to build meaningful relationships starts from the inside.

Train your technicians to be trusted advisors. Build a culture of improvement. And use tools like FieldPulse to support your systems without losing the personal touch.

Because in the end, the trades aren’t just about fixing things, they’re about how you make people feel.

Where to Find The Tradesman Experience

Want more insights from Josh Hewitt? Connect with The Tradesman Experience across platforms:

Website: thetradesmanexperience.com

Podcast: The Tradesman Experience

Email: thetradesmanexperience@gmail.com

Instagram: @thetradesmanexperience

Whether you're looking to sharpen your leadership skills, train your team, or rethink how you serve customers, Josh’s content is built for trades professionals ready to level up.

Watch the Full Webinar

Ready to dive deeper into Josh's insights? Watch the full Ask a Pro session here.

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