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

#BlueCollarTrades #HVAC #SkilledTrades #HVACBusiness #TradesLife

This episode digs into two of the most important conversations happening in the trades right now: how safety culture has evolved over the decades, and what it actually takes to build a lasting career in blue-collar work.

The conversation opens with an honest look at how the value placed on human life in workplace environments has changed — from compliance-driven rule enforcement to a culture rooted in empathy and mindset. Guest Jason Giefer, a Fall Protection Application Engineer at 3M, breaks down what's driving that shift and why equipment upgrades alone were never enough.

From there, the conversation pivots to career development — why having a real plan matters, how being a sponge (asking the right questions, listening to experienced people, absorbing everything) separates those who grow from those who stagnate, and how self-awareness is the foundation of any smart career move. The episode closes with a memorable, no-BS take on pity parties: how long you're allowed to feel sorry for yourself — and why you need to set the end date yourself.

Key Takeaways

• Safety culture has shifted from compliance-first to empathy-first — and that mindset change has saved more lives than any rule update
• Equipment and regulations matter, but the real driver of safe behavior is how people think about the value of human life
• Having a clear plan is non-negotiable — vague ambition without direction leads nowhere
• Being a sponge means actively asking questions, listening to the right people, and staying curious — it's the fastest accelerator for career growth
• Self-awareness and career alignment are the foundation of long-term satisfaction in the trades
• Pity parties are okay — but they need an expiration date you choose for yourself

Chapters

• 00:00 — The evolution of safety culture
• 18:59 — How mindset and empathy changed the game
• 23:55 — The value of life and the role of equipment
• 30:30 — Why you need a real plan
• 56:41 — Being a sponge and building your network
• 01:08:28 — Safety and wellness at work
• 01:18:15 — Pity parties: how long is too long?

About Jason Giefer

Jason Giefer is a Fall Protection Application Engineer at 3M with years of hands-on experience helping companies build safer workplaces. His career spans territory sales, application engineering, rigging and lifting training, and client safety compliance — giving him both a ground-level and systems-level view of how safety culture actually works, and where it breaks down. A University of Minnesota Duluth graduate in Health Education and Public Health and Safety, Jason has made it his mission to close the gap between rules on paper and real behavior on the job.

Contact Jason Giefer

Connect with Jason on LinkedIn: https://www.linkedin.com/in/jason-giefer-2074a816

Contact Us

Reach out to us at thebluecollarrecruiter.com/contact

In this episode, we sit down with Juli Blake to talk about what it actually takes to rise through the ranks as a woman in the trades — from her early career and upbringing, to overcoming gender bias, to building a leadership style that gets real results.

Where Work Ethic Comes From

Juli gets into how her upbringing shaped the way she approaches work — and why she thinks that foundation is something you either build early or spend years trying to catch up on. She doesn't hold back on generational differences either: what's shifted in how people value hard work, and what that means for managers trying to build strong teams today.

Breaking Through as a Female Leader in the Trades

The trades have historically been a male-dominated space — and Juli lived that reality firsthand. She opens up about the gender bias she faced on her way up, how she navigated it without losing herself, and what female leadership actually looks like when it's done right. This is one of the more honest conversations you'll hear on the topic.

Building Trust and Managing People

Juli's leadership philosophy isn't built on authority — it's built on partnership. She breaks down how she earns trust with her teams, how she handles the people who push back, and the management strategies she's developed over a career that didn't come with a roadmap.

Career Progression, Achievements, and the Hard Moments

From dispatcher to general manager, Juli walks through the pivotal moments that defined her climb — the wins, the setbacks, and the self-belief required to keep moving when the path wasn't clear.

Workplace Culture and Keeping It Human

Juli also gets into what she's built at the team level — the culture, the unique team-building approaches, and why how people feel at work matters just as much as what they produce.

Chapters

• 00:00 — Introduction and Career Journey
• 11:03 — Personal Life and Family
• 18:18 — Female Leadership in the Trades
• 25:12 — Work Ethic and Upbringing
• 46:00 — Overcoming Gender Bias in the Trades
• 52:48 — Career Progression and Achievements
• 59:34 — Leadership and Management
• 01:06:00 — Workplace Culture

Connect With Juli Blake

Website: https://www.onehourheatandair.com/pompano-beach/

LinkedIn: https://www.linkedin.com/in/juli-blake-b27a7b12b/

Facebook: https://www.facebook.com/OneHourPompano

Learn More About Us

The Blue Collar Recruiter → https://thebluecollarrecruiter.com

Find Trades Careers → https://bcrecruits.com

Listen to The Blue Collar Trades Show → https://open.spotify.com/show/7IRt3IlB1m1pqOOpoLWtas

In this episode, we dive deep with Steve on what it actually takes to build a lasting recruiting business, why letting go is the hardest (and most important) move a founder can make, and why great recruiters will never be replaced by technology.

What This Episode Covers:

• Steve's background and how he got into recruiting
• How the family business was built — and evolved over time
• The BLT party story (yes, it's as good as it sounds)
• What happened when Steve finally let go of control
• Why the recruiting industry is harder than it looks from the outside
• How AI is reshaping hiring — and where it falls flat
• The future of resumes and candidate experience
• Why recruiting is one of the most personally meaningful careers out there

Key Takeaways:

• Recruiters don't just fill jobs — they change the trajectory of people's lives
• Business growth often requires the founder to step back, not push harder
• AI will reshape recruiting workflows, but human judgment still closes the deal
• The trades bring a perspective to hiring that most corporate recruiters never develop
• Candidate experience is broken — and the industry knows it

Chapters:

• 00:00 — Family Business and Business Evolution
• 18:50 — The Impact of Letting Go
• 24:25 — Understanding the Recruiting Industry
• 30:07 — Consulting and Client Collaboration
• 37:45 — The Transition in the Recruiting Industry
• 43:51 — The Future of Resumes and Candidate Experience
• 49:27 — Business Growth and Evolution
• 54:28 — Challenges in the Recruiting Industry

Connect With Us:

• Website: thebluecollarrecruiter.com
• Job Seekers: bcrecruits.com

Our Guest Sandra Brown shares her journey from welding and boilermaking to millwrighting — the challenges, risks, rewards, and the unique perspective women bring to the trades. Sandra makes a compelling case for why more women should seriously consider a career in skilled trades, and she does it with honesty, humor, and zero sugarcoating.

We cover the technical side of welding different materials, what it’s actually like being a woman in a male-dominated industry, workplace culture, hilarious on-the-job stories, and Sandra’s future aspirations. If you’ve ever wondered whether the trades are a path worth taking, this episode answers that question directly.

What This Episode Covers:

Why skilled trades offer lucrative and stable career opportunities for women. Sandra’s journey from welding and boilermaking into millwrighting and what that transition looked like. The challenges of welding different materials and what makes stainless steel her passion. What it’s actually like being a woman on a job site in a male-dominated industry. The unique problem-solving perspective women bring to trade environments. Workplace culture in the trades — the good, the funny, and the real. Hilarious on-the-job anecdotes including the legendary underwear incident. Sandra’s future aspirations and where she sees her career heading. Why more women should consider skilled trades as a serious career path.

TIMESTAMPS:
0:00 – Encouraging Women to Pursue Careers in the Trades
27:19 – Future Aspirations of the Guest
39:20 – Humorous Anecdotes from the World of Welding and Mill Work
44:32 – Workplace Culture and Humor
50:04 – The Underwear Incident and Lighthearted Banter
56:18 – Encouraging Women in Trades and Personal Anecdotes

HOW TO CONTACT OUR GUEST:

Facebook: https://www.facebook.com/girlsmakebetterwelders

CONTACT US:
https://thebluecollarrecruiter.com/

MORE INFORMATION ABOUT SKILLED TRADES:
https://thebluecollarrecruiter.com/best-and-worst-skilled-trades-2026-salaries-job-outlook/

What's it really like being married to a blue-collar worker? This episode explores the unique dynamics of relationships with tradespeople—the support required at home, balancing demanding work schedules with family life, the pride and provider mindset that drives blue-collar workers, and why many people find trades workers attractive partners.

We also discuss blue-collar tools and safety, the investment required to build a trades career, and future prospects in skilled trades industries.

What This Episode Covers:

The realities of supporting a blue-collar worker at home and family life balance. The pride, attitude, and provider mindset common among trades workers. Why people are attracted to blue-collar workers and relationship dynamics. How blue-collar workers influence home projects and household decisions. The perception of blue-collar workers in modern society. Thoughtful gestures and relationship dynamics unique to trades marriages. Marriage longevity and maintaining strong relationships with demanding work schedules. Quality time, activities, and surprise gestures that strengthen trades relationships. The importance of humor and fun in blue-collar marriages. Blue-collar tools: wire stripping, multimeters, temperature measurement, and applications. Safety considerations in blue-collar jobs and protecting workers. Interest in blue-collar trades and what draws people to these careers. Investment required for a blue-collar career: training, tools, certifications. Future prospects and challenges in skilled trades work.

Key Takeaways:

Supporting a blue-collar worker requires understanding demanding schedules and physical work. The provider mindset and pride in trades work shapes relationship dynamics. Thoughtful gestures and quality time matter more than expensive dates. Safety is critical in blue-collar jobs—proper tools and training protect workers. Investing in a trades career offers strong future prospects despite challenges.

Timestamps:

00:00 – The Other Side of Blue Collar Life
05:57 – The Sensitivity and Provider Mindset of Blue Collar Workers
12:08 – The Attraction to Blue Collar Workers
18:05 – The Perception of Blue Collar Workers
24:04 – The Role of Blue Collar Workers in Home Projects
29:17 – Marriage and Longevity
38:02 – Surprise Gestures
44:11 – Understanding Wire Stripping and Tools for Wiring
50:27 – Multimeter and Temperature Measurement
56:41 – Investment in Blue-Collar

Contact Our Guest

Facebook: https://www.facebook.com/autumn.escoe

Instagram: https://www.instagram.com/autumnescoe/

Learn More:

The Blue Collar Recruiter: https://thebluecollarrecruiter.com/

Contact Us:

Questions about skilled trades careers or relationships with blue-collar workers?
https://thebluecollarrecruiter.com/