🎉🎬🎙️ Farewell, Season 2! It's time to say goodbye with a bang! 💥 In the final episode, "Building and Selling a brand," we've got the dynamic duo of Colin Urie from Gallo acoustics and Dave Wilson of Dizztribution taking center stage! 🤩Picture this: A podcast road trip to Glasgow, filled with laughter, banter, and some good ol' Scottish accents! 🏴󠁧󠁢󠁳󠁣󠁴󠁿 Who knew entrepreneurs could be so entertaining? 😂Colin, the mastermind behind the brand that got gobbled up by the Pulseight Group, and Dave, the AV distribution champ, join forces to spill the beans on what it takes to make a brand soar like a rocket! 🚀🌟We're talkin' epic products, ingenious strategies, and of course, some juicy insights into their plans for world domination! 🌍🏆Businesses are like rollercoasters 🎢 – one minute you're screaming in excitement, and the next, you're hanging on for dear life! 😱 But it's all about the journey and the thrill of the ride, baby! 🤘As for exit plans, well, we're taking inspiration from action movies – explosions and slow-mo exits! 🔥😎 But first, we gotta make sure our businesses are worth selling! 💸So, tune in, grab some popcorn, and get ready to laugh, learn, and wonder why we didn't pursue careers as Scottish comedians! 🤣✨Season 3 is already in the works, and let's just say it involves a lot of caffeine, wild adventures, and some special guest appearances! 😉 Stay tuned, folks – it's gonna be LEGEN...wait for it...DARY! 🎉🎉🎉#GoodbyeSeason2 #EntrepreneurLife #BuildingABrand #PodcastMania #ScottishAdventures #ExitPlansOnFleekContact the Smart Home Surgery Send us a DM on Instagram @smarthomeesEmail us at media@smarthomee.co.uk Thanks for listening & see you on the next episode

🎧 Join us for an exciting episode of 'Tech Talk Insights' as we sit down with Amanda Wildman, the dynamic owner of TruMedia, an integration company based in Michigan, and a respected Director on the CEDIA board. 🏠💡🗣️ Amanda's extensive involvement across the industry makes her the perfect guest to discuss everything community-related in this podcast. She is a well-known figure throughout the CEDIA community, admired and respected by all. 🤝🚀 In our candid conversation, we address the challenges of breaking into the smart home professional community and brainstorm ideas on how we can grow the number of integrators in the field. 💭Other topics we explore in this episode include:1️⃣ Nerd Talk - Learning to Communicate with each other without excluding others. 📚🗣️2️⃣ The Male-Dominated Industry: We openly discuss the prevalent issue of the smart home industry being male-dominated and the importance of promoting diversity and inclusion within the space. 🙋‍♂️🙋‍♀️3️⃣ Fostering Diversity in the Space: We explore strategies and initiatives that can help create a more diverse and inclusive environment in the smart home industry. 🌈✨4️⃣ The Power of Networking in Building a Business: Amanda shares valuable insights on how networking has played a vital role in building her successful integration company. 🤝🏢5️⃣ Getting Involved with CEDIA: Discover how you can get involved with CEDIA, one of the most respected organizations in the industry, and make a meaningful impact. 📅🔧6️⃣ Is CEDIA Behind as a Social Community?: We delve into the current state of CEDIA as a social community and discuss its potential for growth and improvement. 📱💬7️⃣ Learning to Be Open as a Community: We emphasize the importance of openness, collaboration, and sharing within the smart home industry's community for continuous progress. 🤝💡Tune in to this thought-provoking episode with Amanda Wildman, where we gain valuable insights from her wealth of experience and discuss critical topics shaping the future of the smart home industry. 🎧🏠 Don't miss it!Contact the Smart Home Surgery Send us a DM on Instagram @smarthomeesEmail us at media@smarthomee.co.uk Thanks for listening & see you on the next episode

Contact the Smart Home Surgery Send us a DM on Instagram @smarthomeesEmail us at media@smarthomee.co.uk Thanks for listening & see you on the next episode

Creating Compelling Content for Personal and Business BrandingHost: Benjamin DaviesGuest: David Fell (Media Partner, ex-integrator) and Mr. George Fuet (Former Head of Media Production for Pulse Cinemas, currently on a year away in Australia)In this episode, we dive into valuable tips for creating engaging content that enhances your personal or business brand. Here's a summary of the key points discussed:Understanding Your Audience:Before creating content, it's crucial to understand your target audience. Identify their needs, interests, and preferences to tailor your content accordingly.Conduct market research, engage with your audience through surveys or social media interactions, and analyze their feedback to gain valuable insights.Consistency and Branding:Maintain consistency in your content to establish a recognizable brand identity.Define your brand voice, visual elements, and messaging guidelines. Use them consistently across all platforms to build brand recognition and trust.Quality Over Quantity:Focus on delivering high-quality content rather than producing a large volume of mediocre content.Invest time and effort into research, planning, and execution to ensure your content is valuable, informative, and engaging for your audience.Storytelling:Incorporate storytelling techniques to create a deeper connection with your audience.Craft narratives that resonate with your brand values, customer experiences, or industry insights. Stories evoke emotions and make your content memorable.Multimedia Approach:Explore different content formats such as videos, podcasts, blog posts, infographics, or social media posts.Adapt your content to suit the preferences and habits of your target audience. Experiment with different mediums to maximize reach and engagement.Authenticity:Be genuine and authentic in your content. Let your unique personality or brand values shine through.Build trust by sharing personal stories, experiences, or behind-the-scenes glimpses. Authenticity fosters connections and strengthens your brand's credibility.Call to Action:Include a clear call to action in your content to guide your audience towards the desired action.Whether it's subscribing to your newsletter, following your social media accounts, or making a purchase, provide a clear next step for your audience to take.Remember, creating compelling content is an ongoing process of learning, experimenting, and refining. Stay open to feedback, adapt to changing trends, and consistently deliver value to your audience.Join us for this insightful episode as we uncover the secrets to creating content that resonates with your personal or business brand!Contact the Smart Home Surgery Send us a DM on Instagram @smarthomeesEmail us at media@smarthomee.co.uk Thanks for listening & see you on the next episode

We explore subcontracting within the industry with Matthew Smith and Joni Schaffer… both who have built custom install businesses and now offer help to other integrators new and old in the industryContact the Smart Home Surgery Send us a DM on Instagram @smarthomeesEmail us at media@smarthomee.co.uk Thanks for listening & see you on the next episode

In this episode of the podcast, we delve into the world of smart home integrators and the dirty tactics that exist between competitors. Our guest, Tom Dellicompagni, is a seasoned smart home professional with over 20 years of experience in the industry. He shares his insights and experiences on the cutthroat competition in the industry, including tactics such as badmouthing competitors, stealing clients, and discounting projects to win work.Tom reveals how some competitors resort to unethical behavior to gain an edge over others, often at the expense of their clients' satisfaction. He also discusses the importance of maintaining a professional and ethical approach in the industry, and how it can ultimately lead to long-term success.We also explore the impact of these dirty tactics on the industry as a whole, and how it affects clients looking for reliable and trustworthy smart home integrators. Contact the Smart Home Surgery Send us a DM on Instagram @smarthomeesEmail us at media@smarthomee.co.uk Thanks for listening & see you on the next episode

In episode 6 of our 2nd series, we talk "events and relationships," we had the pleasure of welcoming the illustrious James Ratcliffe, a true industry titan in the world of custom install. As if that weren't impressive enough, James has also recently taken on the prestigious role of Cedia board director. With his vast experience and expertise, he shared with us some invaluable insights into hosting events for both interior designers and clients, as well as the art of cultivating meaningful, long-lasting relationships with customers.Throughout our conversation, James regaled us with fascinating anecdotes and insider tips on how to create unforgettable events that truly capture the essence of a brand or product. He emphasized the importance of crafting a seamless, immersive experience that engages all the senses, from the décor and lighting to the music and refreshments. James also stressed the significance of building a strong rapport with clients, getting to know their unique tastes and preferences, and anticipating their needs before they even articulate them.Our discussion with James truly illuminated the power of events and relationships in the world of Homeplay. Whether you're an industry veteran or a newcomer, this episode is a must-listen for anyone looking to elevate their game and create unforgettable experiences that leave a lasting impression. So tune in and be inspired by the wisdom of this industry legend!Contact the Smart Home Surgery Send us a DM on Instagram @smarthomeesEmail us at media@smarthomee.co.uk Thanks for listening & see you on the next episode

Get ready to dive deep into the industry secrets that only the time served can unveil. Join us as we bring you the latest episode of our podcast, where we expose the brand and distributors' dealer tactics and the art of "faking it before you make it." This conversation is not for the faint-hearted, so buckle up for some honest insights and colourful language! 🌈🌈🎧 In this episode, we have the pleasure of welcoming back our podcast favourite, Liam McLaughlin, alongside the new guest to our pop, Thomas Hooley. Together, we unpack the strategies and tactics that brands use to gain awareness among the general public. We'll also reveal some jaw-dropping industry bombs that will leave you eager for more.💣 Are you ready to challenge conventional wisdom and uncover the truth behind the professional smart home industry?🔥 Make sure to share this exciting news with your fellow industry professionals as your support helps us grow the show and invite the best guests.#NewPodcastAlert #Industrysecrets  #DealerMarketing  #SneakPeek #JoinTheConversationContact the Smart Home Surgery Send us a DM on Instagram @smarthomeesEmail us at media@smarthomee.co.uk Thanks for listening & see you on the next episode

Joined my Howard and Dr Terry we dive deeper into the way we manage our mental health Contact the Smart Home Surgery Send us a DM on Instagram @smarthomeesEmail us at media@smarthomee.co.uk Thanks for listening & see you on the next episode

Should engineering standards matter to integrators?Either we’re retailers who sell a range of products, or we’re home technology professionals who sell standards. This episode is about how engineering standards can boost your sales, help you make educated compromises, and manage client expectations.We’ll debate whether engineering standards should matter to integrators.“If you go to an architect, they don't sell bricks. If you go to a surgeon, you are asking for expertise. If you go to a lawyer, you're not gonna tell them how to write the contracts. We need to start building our brands based on our professionalism and credibility rather than the products we sell. And a massive part of that is accepting that technology and buildings is an engineering exercise.” What we discussed(00:00) Bringing engineering back(00:42) Home Cinema deserves a specialist(04:17) No such thing as a home technology specialist(06:31) The RIGHT way to compromise when building a room(16:15) Do clients care about standards?(22:56) Do engineering standards actually matter?(30:25) Targets vs. integrity(34:07) No competent designers?(36:57) Are we retailers or professionals?(45:28) Designing product-neutral practices/standards4 reasons why you need to use engineering standards:Never ask the customer what they want or how much they want to pay for it. This way, you’re giving away your decision-making power. You’re the one that knows the standards, and the options. Get in the driver’s seat.“If we don't talk about standards, ensuring consistency of experience and standards and how those standards relate to experience with our customers, I have no idea how we can have intelligent conversations with clients about compromise.”When you have standards to reference, you can have more sophisticated sales conversations with your clients. You can show them rooms built to different standards, and replicate the exact experience that they said they want.Delivering value in a predictable way = engineeringLinksConnect with Peter Aylett: LinkedInConnect with Ben Goff: LinkedInInspire Audio Visual: WebsiteContact the Smart Home Surgery Send us a DM on Instagram @smarthomeesEmail us at media@smarthomee.co.uk Thanks for listening & see you on the next episode

Is the Customer Always Right?You’re probably no stranger to angry customers. But, how do you protect yourself in these tricky situations? In this episode, we talk about how to keep your customers happy without turning your business into a charity.I’m joined by Benjamin Pratt from B Electrical.Welcome to season 2!What we discussed(00:00) Season 2 (and personal thoughts)!(04:46) Is the customer always right? (06:49) How referrals get messy (client story)(13:50) The right conversations to have with your customers(19:39) Bullied by a client?  (26:49) Fear of bad reviews(30:44) False promises of future work(35:42) Taking responsibility for your team(39:21) Expectations of high net worth clients(48:07) Breaking up with a client3 tips for protecting your business while keeping clients happy:Scopes of work help you manage expectations. Yes, they're time-consuming but they're what will save you when misunderstandings arise. Customers will forget what you discussed. Scopes of work will protect you.When you’re working with a client based on a referral, make sure you speak with the end client directly. Don’t rely on the person who referred you to tell you what to do or what the client needs. If you don’t directly speak with the end client, you might end up being on different pages.In any project, there will be things that are out of your control. Make sure your contracts cover you for these inevitable situations.LinksConnect with Benjamin Pratt: LinkedInInspire Audio Visual: WebsiteContact the Smart Home Surgery Send us a DM on Instagram @smarthomeesEmail us at media@smarthomee.co.uk Thanks for listening & see you on the next episode

The Cost of Not Partnering With SpecialistsPartnering with specialists cost you some of your margin. But, a £500,000 law suit will cost more.In today’s episode, we talk about when it’s worth partnering with a specialist, the cost of not partnering with one, and the benefits of partnership.We’re joined by John Christenson and Rob Rathbone who are both specialist security installers.“By getting a specialist contractor in, you might be able to not be in prison”What we discussed(00:00) Who are John Christenson and Rob Rathbone?(02:12) From car audio to CCTV: finding his niche (JC installs)(05:15) Moving from general services to specialist services(09:09) Becoming a specialist without confusing customers(15:17) The cost of not hiring a specialist (21:08) You’re not qualified, marketing lied to you(25:45) I fucked up, so I hire specialists (complete honesty)(29:38) Are you insured to do specialist work?(36:08) Should installers do security work?(41:21) Smart integrations(48:10) Be prepared to be sued(50:44) Funniest CCTV footage3 things reasons to partner with specialists:It's essential to recognize your areas of expertise and not stretch yourself too thin by venturing into specialties that you don't fully understand. This can lead to mistakes and customer dissatisfaction, which in turn undermines your credibility and the quality of your core service.The extra money you might make from not hiring a specialist might cost you your mental health and reputation.When expanding your service offerings, it's crucial to understand what your insurance actually covers. Engaging in work that's not covered, such as installing TVs when you're not insured for it, can lead to serious consequences like property damage that you'd be personally liable for.LinksConnect with John Christenson: LinkedInConnect with Rob Rathbone: LinkedInInspire Audio Visual: WebsiteContact the Smart Home Surgery Send us a DM on Instagram @smarthomeesEmail us at media@smarthomee.co.uk Thanks for listening & see you on the next episode

A CEDIA member and a non-CEDIA member debate whether CEDIA membership is worth it for your business. You’ll hear both sides of the story so that you can carefully consider whether being a CEDIA member will produce a lucrative return on investment. Investing in CEDIA is more of a time investment than it is a financial investment, and as installers, our most valuable asset is our time. So, will investing time in CEDIA bring value to your business? We also discuss how CEDIA can improve in the future and the key gaps it’s missing - as well as the stigma around it being an old boys club. Joining our show for this debate are two ex-colleagues with over 60 years of industry experience: Owen Maddock, of Cinema Works - based in Bristol, who is an AWARD-winning CEDIA advocateJason Humphries, of Encore Home Technology; who has decided to leave the association after not seeing the added value to his businessCEDIA stands for the Custom Electronic Design and Installation Association. It is a global trade association for companies that specialize in the design and installation of high-performance technology solutions for the home.What we discussed (00:00) CEDIA Member: Owen Maddock from Cinema Works(02:27) Non-CEDIA Member: Jason Humphreys from Encor Home Technology(03:11) CEDIA member vs. Non-CEDIA member (04:07) Why Owen joined CEDIA (05:58) Is CEDIA course material any good? (08:17) Making time for CEDIA volunteer work (14:25) Is CEDIA an elitist old boys club?(17:19) Does CEDIA membership guarantee quality work?  (21:41) Investing in the Denver HQ: Mistake?(23:50) CEDIA awards(26:31) CEDIA outreach program(36:28) When do you stop benefitting from CEDIA?(37:16) Is CEDIA useful if you’re busy? OR Does CEDIA clutter your schedule?(42:44) What CEDIA needs to change(51:13) Should you pay for CEDIA? (55:27) Experience leaving CEDIA(57:38) Best thing about CEDIA(01:00:17) How CEDIA can improve in the future(01:06:38) What would make Jason reactivate his CEDIA membership(01:11:14) Am I a CEDIA member?Some Pro CEDIA sentiments we discussed (more on the show): CEDIA puts you in front of architects, designers, and property people - it gives you a foot in the door. “the volunteer journey makes you better” Decent training opportunities for beginner installersSome Anti-CEDIA sentiments we discussed (more on the show): You can be an appalling installer and a CEDIA member, membership is not an indication of quality Not enough networking and community-building benefits You won’t necessarily get a good return on your investment LinksCEDIA Connect with Owen Maddock: Cinema Works Website | LinkedIn | Instagram Connect with Jason Humphreys: Encore Home TechnolContact the Smart Home Surgery Send us a DM on Instagram @smarthomeesEmail us at media@smarthomee.co.uk Thanks for listening & see you on the next episode

How this installer gets 75% of his clients from social media 4 years ago Dan Clerkin didn’t have a social media presence, 3 years ago he started getting serious leads from it, today 75% of his business comes from social media. Dan is one of the few people in the home installation business with a strong social media presence. In this episode, he shares advice, insights, and tips that got him where he is today.Dan Clerkin is the Managing Director of Airwave Audio and Vision Limited. What we discussed (00:00) Taking over a business early in his career (05:43) Getting high end clients (08:17) Starting social media 4 years ago (12:45) His impostor syndrome moment (19:14) Brand deals for installers: how to get them, and dos and don’ts  (24:37) Using social media for confidence and status in the industry (27:04) How long it took Dan to get leads from social media (30:57) Should you give away free stuff to celebrity followers? (38:03) How to become confident and consistent on social media(41:45) Does social media affect your personal life? (43:08) Instagram vs. TikTok(44:14) Clients with too many expectations (52:54) Best social media accounts in our industry (54:35) Ben’s plans for 2025 3 things to consider when starting your social media presence as an installer:It takes a long time to do social media well. Gaining confidence takes time. You need to build up to a point where you’re able to connect with people, it usually doesn’t happen overnight. People don’t decide they want a home cinema overnight, you have to be willing to build long-term connections with people who follow you rather than expecting immediate conversions from social media Visibility is not the only perk of having a social media presence, you also get lots of brands, distributors, and manufacturers who are keen on doing business with you. LinksConnect with Dan Clerkin: Instagram | Website | LinkedInInspire Audio Visual: WebsiteContact the Smart Home Surgery Send us a DM on Instagram @smarthomeesEmail us at media@smarthomee.co.uk Thanks for listening & see you on the next episode

Why aren't there any smart home regulations?Lots of people mistakenly think that starting a service business is easy. They prematurely quit their job and start becoming self-employed with no real plan. Benjamin Pratt and I explore how this affects the quality of installations out there in the market. We discuss experience over qualifications, how having boundaries can help you scale your business and maintain your mental health, the power of saying no, and whether or not the smart home industry can benefit from more regulation.Benjamin Pratt is the founder of B Electrical. He is known for his no-nonsense attitude on social media, and he talks about why he doesn’t filter himself online. What we discussed (00:00) No filter social media content for installers? (02:19) You must have f*cked up (&Ben’s backstory)(09:11) Moving from graphic design to smart home(10:38) ADHD and being a difficult person(15:49) My electrical skills courses: worth it? (20:56) Firing clients vs. people pleasing(23:16) Degrees vs. experience (25:34) Why self-employed tradesman fail(29:10) Pricing mistakes (34:41) Outdated smart home curriculums (48:10) “Had enough of electrics” Smart Home is my passion(51:57) Van life: installer’s edition(53:04) Biggest regret (56:48) Biggest financial mistake3 things to consider before starting your smart home business:Not every prospect should be your client: just because someone wants to work with you doesn’t mean you must work with them. Just as clients vet you, you must vet your clients. Creating a business plan should be your first step if you want to become a self-employed tradesman. Winging your start into the industry is a recipe for failure. Be careful when competing based on price, you have to take into account the cost of your time and the cost of all your materials and outsourced work. If you undercharge, you risk making a loss or merely breaking even. LinksConnect with Benjamin Pratt: LinkedIn | B ElectricalInspire Audio Visual: WebsiteContact the Smart Home Surgery Send us a DM on Instagram @smarthomeesEmail us at media@smarthomee.co.uk Thanks for listening & see you on the next episode

WE TALK ABOUT PRIORITISING MENTAL HEALTH IN YOUR INSTALLATION BUSINESS, NO MATTER WHAT THE TRADE WITH HOWARD SMITHFrom electrician to rehab center ownerHoward Smith went from 3rd-year apprentice directly to self-employed electrician, but it wasn’t a straight path. Along the way he lost his best friend and became a recovering alcoholic. This is the story of how, through it all, his personal and professional growth became intertwined. We discuss how no one taught him how to run a business, how he only turned over 20K in his first year in business, seeking professional help, and how to employ vulnerability as a skill.Howard Smith is the founder of HDS Electrical and Bali Beginning (a rehab center for treating drug and alcohol addiction).What we discussed(00:00) From apprentice to businessman (directly)(03:09) Learning how to price & raising your prices (09:45) Balancing getting sober with work(18:50) Panic attack every time the phone rings (25:21) Managing your flaws to run your electrical business (34:10) Pain = growth?(40:28) Why fake it until you make it is bad advice(52:38) How to remember more(54:30) Setting up reliable systems (daunting AF)(57:31) Mental health advice for tradesman(01:06:47) Letting your goals shape your business (01:15:36) Battling with bravado 3 ways to preserve your mental health as you grow your electrical company:Learn to ask for help, treat help like a muscle you want to grow in the gym, train it! Go out and start asking questions and break down the fear of rejectionBe ultra honest and vulnerable with your clients, and they will respect you - it can be so disarming to admit yor mistakes, how you really feel or what you really need. Don’t fake it until you make it, own who you are and own your shortfalls.Take a few days to set up strong systems that help you automate or lighten the load in parts of your business (eg: CRM, bookkeeping, email system, etc.). It can seem daunting in the very beginning but it will lift a huge load of stress off your shoulders in the long term. You’ll spend less time setting it all up than you will worrying that you haven’t set it up.Pod will be live at 8am Friday morningLinksArtisan ElectricsConnect with Howard Smith: LinkedIn | HDS Electrical | " rel="nofollow">Contact the Smart Home Surgery Send us a DM on Instagram @smarthomeesEmail us at media@smarthomee.co.uk Thanks for listening & see you on the next episode

Becoming the best custom installer has very little to do with your custom installation skills, anyone can learn to be an engineer. In fact, starting your career outside the custom installation and smart home space can give you an edge. Louise and John both had careers outside the space, Louise was a civil servant and John took on so many varied roles including house flipper and black cab driver before they became two of the most helpful people in our industry. In this episode, I speak to them about how to really make your smart home technology business stand out. What we discussed (00:00) From civil service to an electrical business (05:04) The messiest career you’ll ever come across (12:23) The 1 secret behind profitable electrical businesses (16:16) Getting their first client (& how they grew their electrical business) (22:11) Impressions of the custom install industry from an outsider (28:54) Should you add “electrical” to your business name?(31:04) If they had to start their business from scratch(37:02)  Affordable home cinema rooms (40:46) Marketing your smart home business 3 ways to increase make your smart home technology company stand outThe best way to separate yourself from the competition is to be polite, know how to talk to people, and do what you say you’re going to do. Your relationship skills will make or break your business. Pick one thing to specialize in, when you nail it down you can move on to or expand to other specialties. If your focus is too dispersed, you won’t be able to effectively grow your business. The specialty you pick is your anchor point, it doesn’t mean you can’t do anything else.Putting a lot of content on social media might hurt you because in your quest to be consistent you might end up posting content that distracts from the main narrative of your business and confuse people as to what you really specialize in and what they should come to you for. LinksConnect with John and Louise Tarling: Website | Instagram Inspire Audio Visual: WebsiteContact the Smart Home Surgery Send us a DM on Instagram @smarthomeesEmail us at media@smarthomee.co.uk Thanks for listening & see you on the next episode

Are your dealers quietly breaking up with you because you’re turning them off without even knowing it. We explore what really motivates brand loyalty in the smart home space. We chat about aftercare, accessible tech support, and what distributors and manufacturers of smart home tech consistently get wrong about retaining their customers. Liam Mclaughlin, Director of Progressive Home Technologies, joins me (Benjamin Davies) for this episode.“You've got to operate like Ferrari or Rolls Royce, where the quality of your product is already guaranteed. It's already pre-assumed. The actual cinema, the actual lighting system, whatever, it's gonna be is gonna be great. But the experience of picking and choosing the fabrics is the product. The service and the interaction is the product.” (05:18) “the two or three brands that I really, really do have loyalty with are ones you're talking about talking to the people in the middle, the ones that really respect their nerds.” (30:26) What we discussed (00:00) Listen, we aren’t surgeons, we are smart home nerds(00:42) Growing a tech company in 2004 (04:21) Include client cuddles in your budget, here’s why.(11:13)  Running a home tech business for 19 years: industry insights (17:50) Flawed marketing of smart home tech (21:44) Smart Home dealers on the decline(23:23) How to lose a customer (fast)(30:01) Why I don’t like talking to salespeople(32:09)  Good vs bad smart home manufacturer/distributors (36:19) Smart home brand turnoffs (39:58) Delightful experience with a lighting company (be like them)(43:00) Best smart home industry brand ambassadors (45:14) My worst project3 ways to increase the brand loyalty around your smart home technology company  Budget for client cuddles: Budget staff time for taking care of customer concerns, add it as a line item, this way you don’t have to stress when a customer needs extra attention because it’s already in your budget. When you’ve got it built into your budget,  you enjoy these moments. If you don’t earn your place, you get replaced: If you lose the trust of your customers, you get demoted to being just another product. Having a great customer experience is how you avoid becoming commoditized. This is especially true if you’re not the only provider in your space. Technical communication > regurgitated sales scripts: “Don't be a salesperson. We don't want a sales industry. We want technical communication.” (31:15) LinksConnect with Liam Mclaughlin: LinkedIn Progressive Home Technology: Website Host: Inspire Audio Visual: WebsiteSmart Homee Group: FacebookContact the Smart Home Surgery Send us a DM on Instagram @smarthomeesEmail us at media@smarthomee.co.uk Thanks for listening & see you on the next episode

Let me introduce myself, I'm Ben Davies once upon a time I knew nothing, now I know something. I'm here to help you navigate the world that is Smart Home Integration, we want to discover the journey business owners have taken into this space and how to take the leap yourself.  We'll lay it all on the table and hopefully we can all learn along the way. This Podcast is not created for anyone but you the tradesman/integrator! its the real talk/chat we have at the shows and bar, so expect some choice language and strong opinions. Season 1 will follow like this:Episode 1: Brand LoyaltyEpisode 2: Starting out in Professional Smart HomeEpisode 3: Poor Smart Home InstallsEpisode 4: Mental Health in tradesEpisode 5: Smart MarketingEpisode 6: is CEDIA worth it?Bonus episode in ISE (industry show) So this is my introduction, lets see how the season goes!Contact the Smart Home Surgery Send us a DM on Instagram @smarthomeesEmail us at media@smarthomee.co.uk Thanks for listening & see you on the next episode