Amanda Triolo isn’t just running an HVAC company—she’s leading a movement.
Grasshopper Heating & Air has built a culture where employees thrive, customers feel valued, and leadership means supporting people in every aspect of their lives.
What Makes Grasshopper Heating & Air Stand Out?
This article dives into the key takeaways from my visit to Grasshopper and the wisdom Amanda shared in our conversation. Whether you’re an HVAC business owner or just someone who loves strong leadership principles, these insights will resonate.
Top Leadership & Culture Tips from Amanda Triolo
1. Create a Vision for Every Employee
Grasshopper has a Hallway of Dreams where every new employee creates a vision board outlining their 1-year, 3-year, and 5-year goals. Employees present their boards to the team, making personal growth part of the company culture. Want to improve retention? Help your team define and work toward their personal and professional dreams.
Actionable Tip: Start small by implementing a quarterly goal-setting session with your team. Provide a framework for personal and professional goals, and celebrate their progress.
2. Commit to Core Values (Even When It’s Hard)
Many companies list values, but Grasshopper lives them. Their six core values—including choosing growth, serving above and beyond, and doing what’s right even when it’s hard—guide every business decision. They even turned down a $5M sales hire because he wasn’t a cultural fit. When you stick to your values, you attract people who believe in your mission.
Actionable Tip: If you don’t have clearly defined core values, take the time to write six that align with how you truly want to run your business. Make them clear enough that you can hire, fire, and make daily decisions based on them.
3. Support Employees with More Than a Paycheck
Grasshopper provides every employee access to a mental health therapist at no cost. They also supply free daily meals and celebrate wins (big and small) with their team. Investing in employees’ well-being creates loyalty and long-term success.
Actionable Tip: Consider offering one unique benefit that genuinely impacts employee well-being, whether that’s financial literacy coaching, mental health support, or a flexible work schedule.
4. Empower People to Lead
Grasshopper practices Centralized Vision, Decentralized Decision-Making. Leaders set the direction, but employees have the power to make decisions. Amanda encourages leaders to let their team experiment, fail, and grow. She also provides leadership coaching for her entire leadership team to ensure they all speak the same language.
Actionable Tip: Give your team more ownership over decisions. Create a process where employees can propose improvements, and allow them to test their ideas.
5. Master the Customer Experience
Partnering with Service MVP has transformed Grasshopper’s service process. Employees learn to improve customer interactions, build trust, and create a seamless experience. The result? Higher average tickets, more repeat customers, and a better reputation.
Actionable Tip: Train your team on communication skills. As Amanda says, “People don’t remember what you say, they remember how you make them feel.” Improve emotional intelligence and relationship-building in your customer interactions.
Inside the Grasshopper Heating & Air Office
When I toured the Grasshopper facility, the energy was electric. Every team member I met was engaged, motivated, and truly excited to be part of something bigger. Some highlights:
- A Lively Work Environment – Employees work hard and play hard, with an indoor basketball hoop and a culture that prioritizes fun.
- Intentional Leadership – Amanda’s leadership style is focused on supporting individuals, not just teams. She meets employees where they are and helps them grow.
- Employee Perks That Matter – Free meals, access to leadership coaching, and financial planning support make Grasshopper a top employer in their region.
- A Focus on the Future – With a goal of $25M+ in revenue this year and a new plumbing division in the works, Grasshopper is scaling while maintaining strong profitability.
Employer of Choice: How to Build a Company Like Grasshopper
6. Foster Growth-Oriented Leadership
Amanda’s personal leadership philosophy centers on growth. Leaders at Grasshopper are expected to lead from the front and constantly develop themselves.
Actionable Tip: Invest in leadership development for yourself and your managers. Consider hiring a leadership coach or using a program like Service MVP or Power Selling Pros to level up skills.
7. Celebrate Failures as Well as Wins
Amanda believes failures are where growth happens. Instead of punishing mistakes, she encourages learning from them.
Actionable Tip: During team meetings, highlight both a recent success and a valuable failure. Show your team that growth is more important than perfection.
8. Make Big Decisions Based on Profitability, Not Just Revenue
Amanda once aimed for $100M in revenue but later realized profitability mattered more. Now, her goal is to run the healthiest business, not just the biggest one.
Actionable Tip: Focus on net profit, not just revenue. Evaluate expenses, negotiate vendor agreements, and use AI tools to improve efficiency.
9. Use AI to Optimize Operations
Grasshopper is at the forefront of AI adoption in home services. Amanda co-founded CXC.AI, which helps businesses streamline their customer experience.
Actionable Tip: Start small with AI. Automate scheduling, use chatbots for customer service, or analyze data for pricing adjustments.
10. Hire for Culture First, Skills Second
Amanda once turned down a $5M sales hire because they weren’t a cultural fit. Skills can be taught, but cultural alignment is non-negotiable.
Actionable Tip: Ask cultural fit questions during interviews, not just skill-based ones. For example, ask, “Tell me about a time you put the team’s needs above your own.”
Grasshopper’s Future & Amanda’s Vision
- Grasshopper is expanding into plumbing and electrical, following a strategic plan to increase market share while maintaining profitability.
- They designated 2024 as their “Year of Profit,” focusing on increasing EBITDA and reducing inefficiencies.
- Amanda’s leadership approach continues to inspire the industry, proving that people-first companies win.
Amanda is proof that when you prioritize people, profit follows.
