Oftentimes it’s the little things that lead to big wins or major setbacks. That’s a lesson that’s served Christopher Harkins of Pitbull Pest Control well over his five years and counting in the industry. Setting the right expectations – and re-leveling them if necessary – learning from successes and missteps, providing employees with autonomy and accountability, and more are discussed in this episode of the Field Famous podcast. 4:36 Evolution from retail to “utility” technician to Regional Operations Manager 9:09 Pitbull’s recent expansion into new territories and the challenges of serving multiple states 12:27 Reducing call-backs to save time and trim expenses 18:45 Customer acquisition strategy and related challenges in the COVID era22:15 Turning daily challenges into new opportunities – lessons learned on the job28:48 The importance of autonomy, self-accountability, and empowerment 32:25 Home inspections … yay or nay 38:23 Rapid fire Q&A Useful links from this week’s show: Pitbull Pest ControlPrevious EpisodesFieldRoutes