Shelby Anderson of Service Forge sits down with The Blue Collar Trade Show to break down one of the most misunderstood parts of running a contracting business — the call center. This conversation covers why so many contractors resist outsourcing their phones, how Service Forge keeps customer experience human at scale, and what it actually takes to run a call center team that treats every caller like they're calling a family business.

Shelby shares her journey into the call center industry, from childhood experiences in her father's business to leading teams that handle thousands of calls for contractors across the country. We get into the messy reality of the work — difficult customers, prank calls, business owners who resist technology — plus the pricing structure and service offerings that make Service Forge flexible for contractors of every size. The conversation also covers how to measure call center success, the challenge of keeping remote employees engaged, and the real role AI should play in customer interactions.

What This Episode Covers:

Shelby's path from growing up in her father's business into building a career leading call center teams. The biggest misconceptions contractors have about outsourcing their customer calls. How Service Forge structures minute-based pricing for call and chat services, and why flexibility matters for contractors with unpredictable call volume. What balancing work and personal life actually looks like when you're leading a call center team. How Shelby and her team handle difficult customers, prank calls, and high-pressure moments on the phone. Why some business owners resist adopting new technology — and how to work around it. The wide variety of call types and industries Service Forge serves, and how her team trains for that range. How Service Forge measures success beyond call volume — focusing on client outcomes and customer experience. What it takes to keep remote call center employees engaged, motivated, and performing. The role AI plays in modern call center operations — where it helps, and where it destroys the human touch that customers actually want.

Chapters:

00:00 — Introduction to Service Forge and Call Center Misconceptions 07:51 — Balancing Work and Personal Life as a Call Center Leader 13:11 — Handling Difficult Customer Calls and Prank Calls 18:07 — Dealing with Business Owners and Technology Challenges 22:58 — Managing a Diverse Range of Calls and Service Offerings 27:58 — Pricing Structure and Service Offerings of Service Forge 33:02 — Measuring Success in Call Centers 40:02 — Remote Employee Engagement 45:49 — The Role of AI in Call Centers

Connect with Shelby Anderson & Service Forge:

• Website: https://www.serviceforge.com
• Contact Service Forge: https://www.serviceforge.com/contact
• Linkedin: https://www.linkedin.com/in/shelby-anderson-1201791a5?trk

Follow The Blue Collar Trade Show:

• Website: https://thebluecollarrecruiter.com/the-blue-collar-trades-show/
• The Blue Collar Recruiter: https://thebluecollarrecruiter.com
• BC Recruits: https://www.bcrecruits.com

Jake Wattenbarger, President and General Manager of Smith & Oby (a Foundral company), walks through his unconventional path from military service into leading one of the Midwest's most respected mechanical contracting companies. This conversation covers the 125+ year history of Smith & Oby, the real challenges of finding and keeping skilled tradespeople, and the cultural shifts reshaping the construction industry.

Jake breaks down the three core reasons employees leave a company and the retention framework he's built around culture, operations and growth. We dig into how to speak to different audiences with sincerity, the intentionality behind strong client relationships and why caring is the underrated leadership skill that separates good managers from great ones. He also shares his take on drug policies, AI's impact on the trades and what young people need to hear about career advancement.

What This Episode Covers:

Jake’s journey from military service to mechanical contracting, plus the legacy of Smith & Oby. Insights into skilled labor shortages, hiring for character over credentials, and industry shifts. Why employees leave—and how alignment, clarity, and trust fix it. The role of culture, operations, and growth in retention. Communication strategies across teams and building strong client relationships. Hot topics like drug policies, AI in the trades, and leadership that actually cares. Practical advice for young professionals looking to grow in the trades.

Chapters:

00:00 — Introduction and Background 05:05 — Historical Perspective and Evolution of Mechanical Contracting 10:15 — Discussion on Education and Career Paths 19:14 — Investing in Talent and Work Ethic 25:12 — The Three Pillars of Retention 01:07:44 — Career Advancement

About Our Guest:

Jake Wattenbarger is the President and General Manager of The Smith & Oby Company, a 125+ year old Midwest-based HVAC and plumbing mechanical contracting firm serving healthcare, education, commercial & industrial, and civic markets. A northeast Ohio native and Youngstown State University graduate, Jake brings over 24 years of engineering, project management, and commercial construction experience to the role.

Before taking the helm at Smith & Oby, Jake served in the United States Army and U.S. Army Corps of Engineers, and held leadership positions at Next Generation Construction, Sodexo, Zurich North America, and the U.S. Department of Veterans Affairs. His military background, technical depth, and people-first leadership style have made him a go-to voice on what it actually takes to attract, retain, and develop skilled trades talent in today's construction industry.

Connect with Jake Wattenbarger: LinkedIn:

https://www.linkedin.com/in/jakewattenbarger/

Smith & Oby Website (a Foundral company): https://smithandoby.com/

Contact Us:

Looking to hire skilled trade talent or find your next opportunity? Visit us at https://www.thebluecollarrecruiter.com

Have a guest suggestion or want to come on the show? Reach out — we're always looking for the next great conversation in the trades.

Dave Borowski has spent 20+ years in HVAC — from trade school to running a multimillion-dollar operation to consulting for companies across the industry. In this episode, he breaks down what separates thriving HVAC businesses from struggling ones, why most technicians are leaving money on the table, and how private equity is quietly reshaping the trades landscape for better and worse.

From duct design and airflow to recurring revenue models and AI diagnostics, Dave covers the technical and business sides of HVAC with equal depth. Whether you're a tech looking to level up or an owner trying to build a sustainable company, this conversation is packed with actionable insight.

In This Episode:

• Dave's journey from trade school to multimillion-dollar business owner to consultant
• Why installation quality matters more than equipment brand — and what customers get wrong about SEER ratings
• Duct design, airflow, and IAQ as the real drivers of system performance and longevity
• How to build recurring revenue through maintenance contracts and subscription models
• Private equity in HVAC — opportunities, pitfalls, and the difference between responsible investment and strip mining
• Training techs in diagnostics, communication, and long-term customer relationships
• Fieldpiece Bluetooth diagnostics, airflow measurement, and where AI actually fits in the future of HVAC
• The blue-collar labor shortage and what actually attracts young talent to the trades
• IAQ improvements: duct sizing, filtration media, and sterilization methods that work

Chapters:

00:00 — Introduction and Dave's HVAC journey 02:15 — A 20-year professional partnership in troubleshooting 04:10 — Business support and technical expertise in growth 07:20 — Lessons from owning a multimillion-dollar HVAC business 12:00 — Managing work-life balance and single parenting 16:50 — Training: diagnostic skills and communication 21:24 — Private equity's effect on HVAC companies 26:10 — Duct sizing, airflow, and how installation impacts longevity 33:24 — Myths about HVAC brands and customer misconceptions 37:36 — The pitfalls of Nest thermostats and AI in diagnostics 44:39 — Why ductwork and airflow determine system efficiency 50:04 — Residential vs. commercial technician opportunities 55:53 — How AI assists but doesn't replace core technical knowledge 62:33 — Private equity: responsible investment vs. strip mining 66:11 — Passion for the trade and mentoring new techs 71:19 — Building recurring revenue through maintenance contracts 78:33 — Filter management systems and IAQ innovations 79:26 — Dave's consulting and coaching work today 80:29 — Future outlook: automation, the industry, and attracting youth

Connect with Dave Borowski:

• LinkedIn: https://www.linkedin.com/in/dave-borowski-vp-director-gm-class-a-contractor-814b348/

Connect With Us:

• Hiring top trade talent: https://thebluecollarrecruiter.com
• Find your next opportunity: https://bcrecruits.com

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