Golden Rule’s Golden Rule? Embrace Emerging Technology for Big Wins

Embracing AI: A Structured Approach

Golden Rule Plumbing, Heating, Cooling, and Electrical, a dedicated Nexstar member, had faced challenges integrating technology effectively in the past. As Co-Owner Mark Paup explained, the excitement over new technology often led to impulsive decisions without proper validation. This changed when Paup heard Rocky Ozaki, Founder & CEO of The NoW of Work, speak at Nexstar’s 2024 Super Meeting. Inspired by Ozaki’s strategic “persevere, pivot, or punt” approach, Golden Rule shifted toward a structured, validation-focused technology strategy.

Creating an AI Roadmap

Under the guidance of Rocky Ozaki, Golden Rule enrolled in a 12-week program that laid out a clear roadmap for AI adoption. The company defined their AI principles and objectives in a document, ensuring technology would enhance—not replace—human roles. “We aim to use AI to augment our people, turning dispatchers into super-dispatchers and CSRs into super-CSRs,” Derrick Dickey, Golden Rule’s Director of Technology and Data, explained.

Transparent and Inclusive Implementation

Golden Rule then shared its AI principles document across the entire company, fostering transparency and preventing resistance. This approach helped employees become active participants and internal champions for technology integration. As Mark noted, the document “functions like a core values statement” for their tech strategy.

Early Wins With AI

Golden Rule successfully implemented two AI tools—one assisting dispatchers and another aiding service technicians in the field. When faced with the unexpected loss of a dispatcher, AI facilitated a smooth transition that even improved departmental KPIs. Currently, the company is piloting an additional AI dispatching tool and developing an AI-powered CSR tool to handle high call volumes.

Measuring Success

Before adopting Ozaki’s structured framework, Golden Rule lacked clear performance indicators for new technologies. Now, the company sets KPIs upfront, enabling measurable outcomes and objective assessments of AI tools’ effectiveness.

Advice for Nexstar Members And Contractors

Derrick emphasizes setting clear AI principles and objectives, learning continuously, and adopting a fail-fast mentality. Mark stresses that full commitment from leadership is crucial. “Empower passionate employees to lead with support from sponsors and champions,” he advises.

Results

Golden Rule’s strategic AI implementation, influenced by Nexstar and Rocky Ozaki, has enhanced operational efficiency, improved revenue streams, and fostered a culture of innovation. Their structured approach serves as a blueprint for Nexstar members ready to embrace AI for transformative success.