Scaling a plumbing business from a few hundred staff to over 500 comes down to systems, technology, and AI, not just adding more trucks. That’s the real story behind Rooter Hero’s growth. In this episode, CEO John returns to The Site Shed to break down exactly how his team went from 200–300 staff in 2019 to more than 500 employees and 440 vehicles today, with a stated goal of doubling again. For any tradie or contractor mapping out their own growth plan, this is a rare, specific look at what operations actually look like at that scale.
If you’re a tradie or contractor dreaming of big growth, this behind-the-scenes chat is packed with real-world lessons about leading a rapidly expanding team, embracing new tech, and managing the pain points of getting bigger.
Rooter Hero’s growth in three numbers: in 2019, the company ran with 200–300 staff. By 2025, it had more than doubled to over 500 employees and 440 service vehicles, with CEO John targeting another doubling from here.
In this episode, John returns to The Site Shed to explain exactly which systems, technology, and AI tools made that growth possible without losing service quality or company culture. For any plumbing or trade business owner stuck below the 50-truck mark, this is a rare, specific look at what operations actually look like at 10x that scale.
🔧 From Hands-On Beginnings to Visionary Leadership
John’s role has evolved from being deeply involved in the day-to-day to building the vision for the future. His weeks are now spent in strategic meetings, following Gino Wickman’s “Traction” and EOS frameworks, and always asking: What do we need to do now to get to the next level?
Quarterly strategy sessions (facilitated by an outside coach) help the Rooter Hero executive team review challenges, identify scaling opportunities, and map out action plans for every department. Weekly follow-ups keep everyone on track—accountability is baked in.
“Execution becomes the most difficult part when you start scaling to make sure everybody’s doing the same thing.” – John Akhoian
📈 The Power (and Challenge) of Tech at Scale
Scaling isn’t about adding bodies; it’s about getting smarter. Rooter Hero leverages technologies like ServiceTitan and advanced AI—for logistics, data mining, compliance, recruiting, and more:
Dispatch Pro & Sales Pro to optimise job allocation and sales processes
AI-driven candidate screening and onboarding to find the best team members faster
AI-powered contract review and data mining for legal, compliance, and deep insights
Tools are vital, but implementing them at scale creates headaches: every “small” change can ripple across 20–30 areas of the business! That’s why systems and processes are Rooter Hero’s secret sauce.
🛠 Growth Without Breaking the Machine
With size comes complexity—combining divisions, adding commercial maintenance teams, and onboarding new acquisitions demands careful integration to avoid breaking established systems or sacrificing customer quality.
John shares tips for smooth changes:
Anticipate downstream effects—map out what’s impacted before making adjustments
Keep commercial and residential divisions distinct (different pay, mindsets, and systems)
Never stop recruiting, and train promising team members from the ground up
👷 Talent & Culture: No Shortcuts
Despite the “labour shortage” headlines, John argues that smart, ongoing recruiting and investing in training brings in enough great people—even attracting college grads and industry outsiders to the trades.
Integration is just as important for culture as for systems. When acquiring new teams, Rooter Hero merges gradually, keeps proven managers in place, and finds common ground fast.
🚀 What’s Next?
Rooter Hero’s organic growth model is already a powerhouse, but John is open to thoughtful acquisitions (especially in commercial plumbing) and potential partnerships down the road. For now, it’s all about strategic scaling—aiming to double again in five years while preserving the quality and values that got them here.
📚 Resources from this Episode
John Akhoian’s Website: www.rooterhero.com
Enrich your Leadership and Entrepreneurial mindset with John’s books: Grab A Copy Here
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