From One-Person Operation to Industry Leader
Starting your own business is not an effortless endeavor. For those who think it will be “easier than working for someone else,” you’re in for a rude awakening. The truth is, owning a business requires more than just hard work; it takes resilience, adaptability, and a long-term vision. However, the goal of transforming from “being the business” to running your business is an achievable one. This fact, however, was not obvious to me when my wife Trish (and business partner) and I started our concrete raising business. I personally wasn’t even sure we could get enough work to keep myself employed! I quit my job of 24-years and we invested in equipment to provide a service I had never done. I was willing to take the risk, and had my wifes support, but I was a little terrified of failure.
My saving grace in those early days was perseverance and a lot of help from Trish. There were moments when it felt overwhelming, but I reminded myself that the hard work would eventually pay off. Trish jumped in with both feet and created a top-notch customer service system that made all the difference in the world for us. You know it’s true: First impressions are everything, and she knocked that out of the park. With her professionalism, we were quickly gaining customers confidence. Take it from me, starting a quality concrete raising business is more than one person can handle, so plan on needing some help even in the very beginning.
The good news is, you can do this! Be open to seeking advice and accepting help from others when you need it. Remember, the benefits of scaling your business will be well worth the dedication and effort you’re putting in today.
Before we dive deeper, let’s consider this roadmap:
- Adopt the mindset of a scaled business now
- Develop a skilled and professional workforce
- Maintain a reliable fleet of equipment
- Build a strong reputation and industry relationships
- Create a brand and build industry leadership
- Ensure consistent service quality as you grow
By aligning your actions with these goals, you’ll be better positioned to scale effectively when the time comes. Let’s dive into each of these key areas.
Think Like the Business You Want to Become
Work on adopting the mindset of a scaled business now.
I know it might feel like pretending to be something you are not. Trust me, that’s not what this is. It’s about setting the foundation for growth by thinking like the business you aspire to become. By aligning your current thinking and actions with your future goals, you’ll be better positioned to scale effectively when the time comes. Start leading with that mindset today, and watch the impact it has on your business tomorrow.
Build a Team That Drives Your Business Forward
A well-trained team will be the backbone of a scalable concrete-raising business. Technicians must be highly skilled in the intricate art of concrete raising, which can only be mastered through time and hands-on experience. In addition to technical knowledge, employees need training in customer service to handle the wide range of personalities they’ll encounter—from pushy clients to those with unrealistic expectations.
The trouble is, you’re not likely to find these individuals for hire—you’re probably going to have to create them! We recommend looking for energetic, mechanically inclined people with a desire to grow and take on responsibility. These are frequently people who want a solid career without the interest of going to college. Hiring is another area where my wife excelled – she’s just good at reading people! Trish new all the hard questions to ask applicants and did a great job of filtering out people who probably did not have what it takes to do this work. You have to be very selective when hiring because the job will demand a lot from anyone you hire, and you have to be able to rely on your employees!
You can offer applicants a “degree in the art of raising concrete.”
We believe the safest, most successful, and most productive crew is made up of a “crew leader” and an “apprentice.” The biggest part of an apprentice’s job description should be the goal of being promoted to crew leader. Any prospective employee who doesn’t like this plan of action is not for you. Remember that it takes a lot of time and money to take a new hire and build seasoned professional. You can’t afford to waste any time on an employee that’s not clearly driven to grow with the company.
I once thought formal company policies were just for bigger companies. I couldn’t have been more wrong. This is an area where thinking like a scaled company today is very appropriate. Write or have someone help you develop company policies that all employees are required to sign off on. Poly Service Pros consulting services can help in this area. You might think these are silly, but trust me, you will thank yourself down the road for being proactive today. Today is when to set the right things in motion.
Getting employees used to policies now is easier than changing bad habits later.
To help facilitate the growth of your workforce, you will need a comprehensive field operations program that outlines every step of the day-to-day work. This should include safety precautions, concrete raising techniques, equipment operation and maintenance, and customer relations. Also include clear direction for crew leaders to continuously educate and train their apprentice. Implementing a structured field operations plan will help add guardrails to how your business operates and accelerate growth by requiring new technicians to learn from seasoned professionals.
Keep Your Equipment in Top Shape for Uninterrupted Growth
Equipment is the lifeblood of your concrete raising business. Without reliable machinery, even the best technicians can’t perform their jobs effectively. No amount of advertising or scheduling will save you if your equipment consistently breaks down.
Implement a detailed maintenance schedule to avoid costly downtime. Make it visual—post large, easy-to-read maintenance charts in common areas to remind your team of upcoming service intervals. Encourage employees to provide feedback about the machinery, including suggestions for spare parts and maintenance routines that could improve equipment longevity. For accountability purposes, we added a column to every crew leader’s time sheet where they represent all maintenance items are up to date on a daily basis.
Stay ahead with proactive maintenance—it’s easier to prevent than to repair.
As the business owner, make sure you or a manager takes the time to visit job sites and inspect the equipment. Listen for abnormal sounds, check for excessive heat, and ensure ventilation systems are functioning properly. A hands-on approach can prevent small issues from turning into big, expensive problems.
It’s not a matter of if your equipment will fail; it’s simply a matter of when.
For newer companies, it’s likely not practical to stock spares of everything you rely on. It is, however, likely practical for most companies to at least stock some of the smaller, more common items.
For concrete raising companies, some of these items might include a transfer pump, reactor pump rebuild kits, an injection gun, air compressor belts, strainer screens, or possibly a compressor pump assembly. Having some of these items in stock can easily save you money compared to having to order and wait for their delivery.
When building a fleet, keep the idea of needing spare parts in mind. To the extent possible, purchase identical components to reduce the amount of spares required. This will also go a long way in simplifying the learning curve when it comes to repair and maintenance.
Build a Strong Reputation and Industry Relationships
A strong reputation is vital for attracting any type of client. Like most things worthwhile, a positive reputation doesn’t always come easy; it’s another thing we must cultivate and invest in. However, it’s a stepping stone that helps open the door to larger, non-residential clients, which will help you maintain consistent work even during economic downturns.
Accept the fact that in-person networking is an incredibly powerful tool. Take the time to identify key players in the market you want to operate in and find ways to meet and interact with those individuals. Develop ways to differentiate yourself from your competitors. Join relevant organizations and attend industry trade shows to build new connections within your sector. Even forming strong relationships with others within your trade can lead to referrals, partnerships, and opportunities that will help your business thrive long-term.
High-quality service is crucial, but how you handle customer interactions is just as important. Communication is key—provide detailed estimates, follow up regularly, and ensure the client’s needs are always the priority.
It can be easy to maintain good relationships when things are going well, but true professionalism is shown when problems are resolved promptly and fairly. Problems will inevitably arise, and how you handle them can make or break your reputation. Accept responsibility where needed and resolve your company’s mistakes, even if it costs you money.
Industry Leaders Create a “Brand”. This Means You!
Look to other industry leaders and learn from what they do. At this stage, you’re likely not able to afford big billboards or TV commercials, but there’s a lot you can do. Start with electronic copy for your website, Facebook business page, and Google Business Profile. Develop a clean, catchy logo (that’s also amenable to screen printing) and a tagline. Keep it simple yet memorable. Create posts for your website, Facebook page and Google business profile. Do this regularly and frequently, and don’t stop.
Take it a step further by sending informational letters to businesses that could use your services. For example, educating a paving contractor or property manager on the importance of raising sunken sidewalks before replacing adjacent asphalt could lead to future collaboration. Share advice on when concrete raising should be utilized, and equally important, where it may not be the ideal solution.
Offering unbiased recommendations builds trust and positions you as an industry leader.
I know… you might feel like you already have too much on your plate as it is. Maybe you’ll need some help to get this done because it is time-consuming. Generative AI can help, but trust me, as of late 2024, it will still require a lot of your input. The content you create must be accurate and original. Personally, I spent many weekends creating content and editing video. Luckily I had one of the best content editors on the plant there to help me – my wife Trish. She took my good ideas and made them cohesive and understandable.
Publishing insightful, actionable content can set your business apart and establish your company as an expert in the field. A regularly updated blog can turn your website into a trusted resource, not only boosting your SEO but also demonstrating your ongoing commitment and expertise.
Even early on in a new business, I think a few printed materials are a must. For my business, I had business cards, brochures, company tee-shirts, and polos right from the start.
Finally, video is by far the most impactful way to publish content. Allowing potential customers the opportunity to see your services in action along with a few words from a representative builds trust. Better yet, get yourself or a representative in front of the camera and give onlookers a way to connect with your company on a deeper level. Poly Service Pros can help video editing.
Ensure Consistent Service Quality as You Scale
As your business grows, maintaining consistent service quality can seem increasingly difficult. This is your reminder to go back to your field operations program. Bring in breakfast or lunch and have a company-wide meeting once or twice a year to thoroughly review the plan. Go around the room, each taking a turn to read aloud a section of it. Encourage open dialogue and feedback from your employees.
I’ve told employees, “If you think a guideline is unreasonable, impractical, or should be revised, please speak up.” If employees don’t believe in a particular policy, something needs to change: the policy or the employee.
Never “settle” for writing a policy that isn’t respected or followed.
As you scale, safety becomes more important than ever. Ensure your crews are safety-conscious and always prepared with the proper equipment: safety glasses, gloves, eye wash, safety cones, barricades, and caution tape. In hot climates, we recommend providing crews with coolers and water. Keeping your crews hydrated and reducing stops at gas stations or convenience stores will promote efficiency.
Stressing the need to control customer and pedestrian foot traffic around work areas is a must! A relatively minor trip and fall can result in hundreds of thousands of dollars in liability and hurt your reputation.
We believe having staff you can trust is essential; however, it’s still advisable to perform random quality checks by having managers spot-check job sites. Additionally, establish a customer feedback loop by sending out review requests after each job. Tracking this feedback allows you to identify areas for improvement, and you can even implement reward programs for crews that consistently receive positive reviews.
Embrace the Growth Journey
Scaling your concrete raising business is no small task. It requires a skilled workforce, reliable equipment, effective management, and a strong reputation. But with strategic planning and consistent effort, your small operation can grow into an industry leader. The road to success will have its challenges. However, you can work through those challenges and continue your growth.
Stay patient, stay focused, and take pride in the rewarding journey of building a thriving, scalable business.
