Scorecards and the Golden Toilet Award | Luke Waters, Smooth Waters

Want an operations manager running this in your business? Visit edgeoperationsmanagers.com https://edgeoperationsmanagers.com Cole Kline sits down with Luke Waters, owner of Smooth Waters Plumbing in the South Carolina Midlands. Luke says his biggest constraint is reliable management of his systems: job costing, inventory and the metrics that show where the money goes, without adding payroll he can't afford. They get into how a plumbing coaching program taught him to build a real business, hiring and accountability, weekly tech performance scorecards and the Golden Toilet Award, tracking closing rates, the AI bots he uses for reports, and the lesson that stuck with him from the Citadel: do what you say and say what you do. Chapters 00:00 Meet Luke Waters of Smooth Waters Plumbing 05:36 Luke's role and the team behind the trucks 07:16 Biggest constraint: managing systems and costs 14:13 How coaching taught them to build a real plumbing business 18:39 Hiring, the revolving door and holding people accountable 25:19 Tech scorecards and the Golden Toilet Award 33:18 Closing rates, payment options and AI for reports 37:19 Lessons learned: do what you say and say what you do Smooth Waters Plumbing: https://smoothwatersplumbingsc.com Business Operations is hosted by Cole Kline of Edge Operations Managers. We give home service owners a full-time operations manager and the system to run their operations.