The SPG Team

The Service Profit Group was founded on the principle of helping owners grow their business by focusing on training and accountability.

The Service Profit Group's Director of Awesomeness, Joe O'Grady headshot from the shoulders up in front of a blurred outdoor background with trees

Joe O'Grady

Director of Awesomeness

Joe has been an entrepreneur for 30 years. He has started 3 successful businesses and run a $7 million plumbing and HVAC business as the Director of Operations.

Joe started in the home service industry 11 years ago at Clockwork Home Services, the largest provider of home services in the United States. He started in franchise sales, getting to know what business owners needed and matching their needs with a franchise offering. During his time at Clockwork, Joe also learned how to train owners, technicians, and CSR’s how to lead a team, run service calls, and dispatch for profits. Joe then went into private consulting, traveling all over the United States helping business owners operate more efficiently. Joe’s vast knowledge of the trades and his business acumen are paramount to his success. Joe is a natural trainer and consultant. Joe can show you what is possible with just a little tweak here and there.

The Service Profit Group's Director of Operations, Phil Denato, headshot wearing a jacket and button up shirt, seen from the chest up

Phil Denato

Director of Operations

Phil has been an entrepreneur for 26 years. He has owned successful businesses including a consulting company, apartment complexes, and a retail store. His passion has always been self-reliance. Phil’s systematic approach and problem-solving skills are the keys to success in his broad variety of business ventures.

Phil also has 15 years of corporate experience in IT and Operations. During this time, he spent 9 years at a leading training company running their online training portal. Phil brings a passion for excellence to our members by helping them with procedural implementation, systems integration, and overall operations efficiency. Phil’s knowledge in these areas will give you a world class perspective that will help you make the right technical decisions the first time, which will give you an advantage over your competition.

The Service Profit Group's senior consultant, Drew Melamed

Drew Melamed

Senior Consultant

Drew got his first experience with the service industry in college owning and operating a painting franchise in Cleveland, Ohio. Since moving to Florida, he has gone on to explore a number of complimentary ventures and opportunities. Now, with 11 years entrepreneurial experience he’s had experience in residential and commercial real estate and the founder of a Commercial Energy Efficiency Consulting firm; Drew has found success learning and adapting in to these fields through his ability to navigate complex challenges for his customers and adhering to a strict code of ethics focused on doing what’s best for his clients.

With a bachelor’s degree in Psychology and a minor in Business, Drew brings a unique skill set to the Service Profit group lending his clients a blend of Communication, Conflict Resolution, Problem Solving and Strategic Systems Optimization experience. Drew’s passion is consulting and coaching which come from his background in high level athletics as an athlete and coach.

The Service Profit Group's consultant, Alison Tawney

Alison Tawney


Alison has 6 years of experience in the plumbing industry. She has taken on the roles as a dispatcher, operations manager, and service manager. Alison has an innate enthusiasm for ingenuity and takes a hands-on approach. She developed fundamental operational procedures and system controls that grew an Orange County plumbing company from $250,000 to $1.1 million. Alison has worked with many different software companies and has developed strategies to streamline the implementation process. Alison is passionate about developing customized methodologies for companies to improve overall efficiency.

The Service Profit Group's consultant, Darren George

Darren George


Darren has 12 years experience in the HVAC, plumbing and electrical fields. He started as a technician where he developed and maintained a high dedication to customer relations. This helped Darren grow into a sales professional in these trades. For the last 7 years, Darren has managed multiple business types including family run, franchise, and corporate operations. Darren has run successful departments in companies as big as 35 million dollars. He used the principals and tools for building value and relationships to drive revenue. Darren has a passion for training and building knowledge in all aspects of business practice. His patience and drive help teams to develop a strong ability to connect with their customers and become a successful contribution to an ongoing and growing business operation.

The Service Profit Group's On-boarding Coordinator, Caty Colvin, shown smiling in blue and white blouse, headshot

Caty Colvin

On-boarding Coordinator

Caty is an expert customer service representative with experience in both the HVAC and plumbing industry. She is passionate about customer service and believes that a truly excellent customer service experience is accomplished by maintaining the relationship from the initial phone call, during the service, and after the job is complete. She was instrumental in building a strong customer base and increasing company-wide revenue through maintenance plan sales. Caty knows the importance of team work in a growing business and provides a hands-on approach to business owners and staff to welcome and guide them through their program with The Service Profit Group.

The Service Profit Group's On-boarding Coordinator, Caty Colvin, shown smiling in blue and white blouse, headshot

Mike Drenk


Mike has earned a master’s degree in business and has more than 20 years leadership, training and operations experience in a variety of industries ranging from service to retail organizations. Most recently, owning and operating a national plumbing franchise for 3 years.

Mike specializes in employee and organizational training and development; he sharpened his skills working in corporate America as a Regional Implementation Manager for one of the Fortune-500 companies. Mike took his experience and applied them to the trades as an owner of his franchise. Most notably earning accolades for the rookie franchise of the year award. In addition, his company set the record for first- and second-year revenues generated. Mike is passionate about developing teams using his experience helping organizations to implement new methods and processes.

Owner’s Network

bust shot of Express Electrical Service Owner, Mario Campirano  smiling and wearing a black dress shirt

Mario Campirano

Owner, Express Electrical Service

Mario Campirano has been in the Electrical trade since 1995. He started his first business, Try Me Electric in 1999 with a truck and a dream. Mario recently re-branded his business and added Plumbing and HVAC. Express Home Services was born and operates in the Los Angeles market. Mario runs 28 residential service trucks and has 46 full time employees. He closed out 2017 with $7.3 million in gross sales, 95% of that was electrical and a total net profit of 31%.

Ron Williams Owner, Benjamin Franklin Plumbing, head shot in jacket and dress shirt

Ron Williams

Owner, Benjamin Franklin Plumbing

Ron Williams has been in the plumbing and HVAC trade since graduating high school in 1987. He first started out as a plumber then went on to learn the HVAC trade and attended a high-level trade school in Philadelphia to learn the technical side of the HVAC trade.

Ron purchased his first Benjamin Franklin Franchise in 2002 in the Wilmington, DE market area. Ron grew the business to just under $4 million in pure plumbing service and repair. In 2016, Ron then sold his shares to open another Ben Franklin franchise in a different area, the Philadelphia market.

In the summer of 2017 Ron purchased another Ben Franklin and One Hour Air Franchise in Ocean City Maryland. Both of Ron’s new ventures are expected to close 2017 with $2 million plus in revenue.

The Service Profit Group - Owners Network - company owners in two rows, standing and seated at couch with black SPG shirts at an Owner's Retreat

Coach’s Corner

In an effort to meet all of our member’s unique business needs, SPG has teamed up with some of the best coaches in the home service industry. The coaches corner is a place to find a coach or a consultant that meets your specific needs.

headshot of Lynn Wise Owner, Contractor in Charge, wearing a black dress jacket

Lynn Wise

Owner, Contractor in Charge

Lynn Wise is the founder and CEO of Contractor In Charge. She co-owned a plumbing, heating and remodeling business for 15 years. After 15 years in the trades, she moved on to own 5 successful small businesses and has 20+ years of corporate and sales experience including with IBM. Lynn holds a BBA in Finance and MBA.

Contractor in Charge provides a Virtual Office Solutions for Home Services businesses.

  • Full-Service Bookkeeping Services – Digital bookkeeping with Audit Ready Financial Statements
  • Cash Management – Profit First Method
  • CFO Services – Interim CFO Services for a fraction of the price
  • Front Office Solutions –
    • Call Handling & Outbound Selling and Scheduling
    • Administrative Services – Outbound calls for FUP, Customer Satisfaction, AR Collections, and more
headshot of Operations Coach, Kathy Neilson, wearing dark shirt on a dark background

Kathy Neilson

Operations Coach

Kathy has been in the home service industry for over 20 years. She has served the industry in many different roles including office manager and general manager of successful HVAC and plumbing companies. Kathy found her passion for consulting and training while helping peers in the industry improve their businesses through her guidance. Kathy is certified in employee assessments with Results Group LLC. Kathy is also a great resource for training on Service Titan, Successware 21, and many other home service software packages. Kathy’s proven approach to building leadership teams and individual development include creating a proven hiring process and tools to get the right people in the right position and keep them!

Areas of expertise include:

  • ServiceTitan, Successware 21, Quickbooks, and many other home service software packages
  • Improving team cultures through introspection and coaching
  • The hiring lifecycle
  • CSR Training
  • Leadership Training
bust shot of Founder & CEO, Plumbing & HVAC SEO, Josh Nelson, wearing a black Plumbing & HVAC SEO shirt

Josh Nelson

Founder & CEO, Plumbing & HVAC SEO

Josh Nelson is one of the most sought after experts in Internet Marketing & SEO. He is known for helping Plumbing & HVAC Contractors increase their sales & grow their revenue by more effectively marketing online. As the CEO of Plumbing & HVAC SEO, he has had the opportunity to work with hundreds of contractors across the United States, helping them go from virtually no presence online to the point where they now dominate the search engines in their market and receive hundreds of calls each month directly via the web. Many of them growing by over $1M per year in annual revenue.

He is the author of the newly released book “How to Triple Your Sales by Getting Your Internet Marketing Right for Plumbing & HVAC Contractors” as well as “The Complete Guide To Internet Marketing for Plumbing Contractors.”

Gain Access to the SPG Team, Your Members Network, and Your Coach’s Corner Today

Increase your operations and net profit.

In this one-on-one consultation with an SPG home service consultant, you will learn industry standard KPIs, training implementation, and business improvement solutions.