Since the industry has made great advances in improving its image, I believe it's also time to trash the worn-out expression: "We're always looking for good people." It's time to start saying, "We only hire the best of the best." Mediocrity has no place in companies that wish to improve their image, gain more market share, and substantially increase their profits. Too many companies employ average performers and never realize that the only difference between great service providers and average service providers is how they provide their service.

While recruiting for plumbing, electrical, and HVAC technicians, we asked owners about their employee's earnings. The profile was generally - one or two guys are way at the top, most of the guys are floating somewhere in the middle, and a few, well, we just keep them around because we need the help; we're turning away work. Obviously, the one or two guys at the top are their "superstars."