The ABC Decision Framework changed how we empower our team.

Steve Sorenson, Senior Director of Learning & Culture at Johnsonville, breaks down how to build a culture where your team makes decisions without waiting for permission.

Company culture training expert Steve Sorenson shares the ABC Decision Framework for employee empowerment and leadership development. Learn how to stop micromanaging, build organizational culture, and create decision-making frameworks that work in home services, HVAC, plumbing, and trades businesses. The behaviors you tolerate become your culture, here's how to change that.

THE ABC FRAMEWORK:

→ A Decisions = Just do it (I don't need to know)

→ B Decisions = Tell me after (so I can back you up)

→ C Decisions = Ask me first (financial or customer impact)

This one framework stops micromanaging and empowers your team overnight.

Additional Resources:

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Chad Peterman | CEO | Author

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Key Takeaways:

• Why "the worst behaviors you tolerate become your culture"
• The ABC Decision Framework (A, B, C decisions explained)
• How to move from training to actual learning & development
• What Johnsonville does that home services companies miss
• The AI coaching tool they're building (and why it matters)

Most home service companies still treat the call center like an expense.

That is a mistake.

In this episode of Can't Stop the Growth, Chad Peterman sits down with Avoca's Tyson Chen to break down why the call center should be treated like a true revenue driver. From booking rate clarity to missed daytime opportunities, after-hours overflow, membership conversion, and smarter coaching, this conversation is packed with practical insight for HVAC, plumbing, and trade leaders who want to stop losing revenue they never even knew they had.

This episode is especially valuable for owners, GMs, call center managers, and operators preparing for peak season and trying to maximize every lead that comes through the door.

Additional Resources:

Connect with Tyson Chen

Learn more about Avoca

Subscribe to CSTG on YouTube!

Connect with Chad on LinkedIn

Chad Peterman | CEO | Author

Learn more about the Peterman Brothers

Follow PeopleForward Network on LinkedIn

Learn more about PeopleForward Network

Key Takeaways:

• Your call center is not overhead
• Know your real booking rate
• After-hours is a major revenue leak
• Missed calls reveal bigger operational problems
• Coaching needs more than a few sampled calls
• Input metrics drive output metrics
• Memberships increase commitment
• Operations and call center must stay aligned

What separates people who stay stuck from people who keep growing?

Chad breaks down what it really means to think like a winner and why leadership starts with the habits, attitude, and daily choices most people overlook.

From building an environment that supports success to avoiding dream stealers and chasing goals big enough to sound a little crazy, Chad shares a practical and energizing message for leaders who want to raise their influence and help others rise too. There is no fluff here, just a clear reminder that winning starts within, and that the best leaders put people first while moving boldly toward the future.

If you are building culture, leading a team, or simply trying to level up your own mindset, this episode will challenge you to think bigger, lead stronger, and keep growing. 🔥

Additional Resources:

Join The ARENA - a CSTG Community

Subscribe to CSTG on YouTube!

Connect with Chad on LinkedIn

Chad Peterman | CEO | Author

Learn more about the Peterman Brothers

Follow PeopleForward Network on LinkedIn

Learn more about PeopleForward Network

Key Takeaways:

• Winning starts with habits others avoid.
• Attitude multiplies leadership influence fast.
• Protect your vision from dream stealers.
• You only get one life, dream boldly.
• Great leaders help others win first.