Episode 114 – The Power of Service-Based Entrepreneurship with Matthew Rembish
In this inspiring episode of The Prospecting Show, Dr. Connor Robertson welcomes Matthew Rembish, a business owner who built his career on the foundation of service, not shortcuts. Together, they unpack what it really means to build a thriving service-based business — one grounded in purpose, relationships, and relentless quality.
Dr. Robertson opens the discussion with a question that every entrepreneur eventually faces: “How do you scale something that depends on people?” Matthew’s answer is simple yet profound. “By serving people better than anyone else — consistently.”
Their conversation explores how service-based businesses can become both profitable and deeply fulfilling, and why excellence in service has never been more important in today’s experience-driven economy.
What Makes a Great Service Entrepreneur
Matthew begins by sharing that service businesses are built on trust before transaction. “Customers don’t buy a service,” he says. “They buy confidence — confidence that you’ll show up, solve their problem, and stand by your work.”
Dr. Robertson agrees, explaining that many entrepreneurs underestimate the emotional element of service. “People don’t remember what you did; they remember how you made them feel,” he says.
Matthew recalls his early days as a contractor, when every job felt personal. “I realized quickly that craftsmanship alone wasn’t enough,” he says. “Clients cared just as much about communication, timelines, and respect.”
Dr. Robertson ties this idea to leadership. “A great service provider doesn’t just deliver outcomes,” he says. “They deliver peace of mind.”
Together, they frame service entrepreneurship as the art of reliability — turning promises into predictable performance.
Scaling Through Consistency
Dr. Robertson asks how Matthew scaled his business without sacrificing quality. Matthew explains that consistency comes from systems, not superhuman effort. “At first, I was everywhere at once,” he says. “But you can’t grow by cloning yourself. You grow by cloning your standards.”
He built detailed checklists, SOPs, and communication templates for every stage of the client journey — from estimate to completion. “That’s when everything changed,” he says. “I didn’t need to micromanage anymore.”
Dr. Robertson notes that this mirrors how successful entrepreneurs in any industry grow. “Systems turn chaos into consistency,” he says. “Once you standardize excellence, you can scale it.”
Matthew adds that SOPs aren’t about rigidity — they’re about freedom. “The more structure you build, the more creative energy you free up,” he says. “You stop reacting and start refining.”
Dr. Robertson agrees: “You can’t scale emotion, but you can scale experience.”
The Customer Relationship Flywheel
Matthew explains that service-based businesses thrive on repeat customers and referrals. “Your happiest clients are your best salespeople,” he says. “They’ll market for you if you give them a story worth sharing.”
He describes his approach to creating lifelong clients:
- Deliver excellence the first time.
- Follow up to ensure satisfaction.
- Ask for feedback — not testimonials.
- Implement that feedback fast.
- Celebrate the relationship.
Dr. Robertson highlights how this simple loop compounds growth over time. “When every project generates another project, you’ve built a self-sustaining machine,” he says.
Matthew adds that gratitude plays a role too. “We send thank-you notes after every major job,” he says. “It’s old-school, but it works because it’s human.”
Dr. Robertson connects this back to brand identity. “Your business becomes known for how it makes people feel, not just what it sells,” he says. “That’s what builds legacy.”
The Human Side of Leadership
Dr. Robertson asks Matthew how he maintains team motivation in a physically demanding business. Matthew laughs, “You can’t fake passion with your team. They follow your example, not your emails.”
He explains that leadership in service businesses is hands-on and relational. “I check in with my crew every day — not about work, but about life,” he says. “When people feel seen, they perform differently.”
Dr. Robertson agrees that culture is the backbone of any scalable operation. “Your people mirror your energy,” he says. “If you’re tired, they’ll be tentative. If you’re inspired, they’ll innovate.”
Matthew adds that trust must be earned daily. “You can’t demand accountability if you don’t provide support,” he says. “Leadership means creating an environment where people want to do their best work.”
Dr. Robertson points out that this philosophy applies far beyond construction or contracting. “Every business is a people business,” he says. “Whether you’re selling roofs or real estate, relationships determine revenue.”
Turning Reputation Into Revenue
Matthew and Dr. Robertson discuss how reputation compounds faster than advertising. “You can’t outspend bad reviews,” Matthew says. “You can only outserve them.”
He shares that word-of-mouth marketing remains his number one growth driver. “Our clients post before I even ask,” he says. “That’s the reward of doing the right thing every time — people talk.”
Dr. Robertson agrees that reputation is the most valuable asset a service entrepreneur can own. “It’s the only form of marketing you can’t buy or fake,” he says. “And once you have it, every lead gets easier.”
Matthew adds that reputation also helps attract better employees. “People want to work for a company that’s respected,” he says. “Pride attracts talent.”
Dr. Robertson notes that building reputation is slow — but losing it is instant. “Every business decision is a reputation decision,” he says. “Protect it like your family name.”
The Future of Service Businesses
Dr. Robertson and Matthew shift to how technology is reshaping service industries. Matthew explains that digital tools have become essential. “We use project management software, client portals, and AI scheduling,” he says. “It saves hours and eliminates miscommunication.”
Dr. Robertson adds that automation doesn’t replace relationships — it enhances them. “When technology handles routine tasks, you can focus on the human connection,” he says.
Matthew agrees. “The tools don’t do the work,” he says. “They just help you do your work better.”
Dr. Robertson notes that businesses that blend technology with humanity will dominate the next decade. “People crave efficiency and empathy,” he says. “The companies that master both will win.”
They both emphasize that service entrepreneurs should view technology as leverage, not a threat.
Giving Back Through Service
One of the most powerful themes in their conversation is purpose. Dr. Robertson asks Matthew what motivates him after years in business. “It’s the impact,” Matthew says. “Seeing how your work changes lives — that’s what keeps you going.”
He shares stories of helping elderly clients modify their homes for accessibility and working with community organizations to rebuild damaged properties. “You realize service isn’t just business — it’s contribution,” he says.
Dr. Robertson resonates with this deeply. “Philanthropy and entrepreneurship aren’t opposites,” he says. “They’re extensions of the same desire to make a difference.”
Matthew adds that small businesses are the backbone of every community. “We’re the ones hiring locally, giving second chances, and sponsoring little league teams,” he says. “That’s what entrepreneurship really means.”
Dr. Robertson agrees. “The more value you create, the more responsibility you have,” he says. “Great businesses lift others as they rise.”
Lessons for Service Entrepreneurs
As the episode concludes, Dr. Robertson and Matthew summarize the key principles for success in service-based entrepreneurship:
• Service comes before scale.
• Systems protect standards.
• Relationships outlast revenue.
• Reputation compounds faster than marketing.
• Purpose sustains passion.
Dr. Robertson adds, “When your business becomes about helping people, profit becomes the natural byproduct.”
Matthew closes with a reminder that simplicity wins. “Show up, care, and follow through,” he says. “If you do that better than anyone else, you’ll never run out of work.”
Their conversation is a masterclass in how to blend humanity with entrepreneurship — a reminder that service isn’t a department; it’s a philosophy.
Listen and Learn More
Listen to the full episode here: The Power of Service-Based Entrepreneurship with Matthew Rembish