Leading With Heart: 3 Lessons in Service Business Leadership From Chloe Davis
Leading With Heart: 3 Lessons in Service Business Leadership From Chloe Davis
by Joe Crisara
In the world of home services, leadership isn’t about titles, it’s about creating impact. And if you’ve ever met Chloe Davis from Express Plumbing, Heating & Air in Nampa, Idaho, you know exactly what I mean.
When I first connected with Chloe, it was like slipping into a perfectly worn sweater, comfortable, warm, and genuine. From the moment I stepped into their shop, I felt the care, culture, and excellence that her team lives and breathes. Chloe calls it the “Uncle Joe Spike,” but I’d say it’s really a reflection of what happens when a team fully embraces leadership from the inside out.
In this episode of the Service MVP Podcast, Chloe shared three powerful tips that helped shape her leadership journey. Whether you're a business owner, a manager, or someone growing into a leadership role, these insights are worth writing down.
Listen to the podcast: https://www.joecrisaraservicemvppodcast.com/2427007/episodes/16209685-episode-46-3-tips-to-effective-business-leadership-with-chloe-davis-from-express-services
or
Watch the video: https://www.youtube.com/watch?v=Drw2MZpika0
1. Great Leaders Make It Their Team’s Idea
Chloe reminded me of something we often forget: real leadership is about influence, not authority. It’s getting people to do what you want because they want to do it. That means tapping into the “why” behind each team member's motivation.
She gave an example of setting clear expectations, not just saying,
“raise your average ticket,”
but putting deadlines, KPIs, and coaching in place to help people hit the goal. More importantly, it’s about showing your team how those goals help them grow both personally and professionally.
Leadership isn’t dragging people along. It’s inspiring them to step forward because they see the path and believe in where it’s leading.
2. Set Clear Expectations With Accountability
At Express Services, Chloe and her team learned that clarity is kindness. One of the biggest turning points for their company was defining what success looks like. That meant establishing clear KPIs, deadlines, and standards and then holding each other accountable with empathy.
Her father Ben Davis plays a crucial role in this. He’s not just a founder, he’s the guy who’ll listen to a great idea, nod thoughtfully, and then ask,
“What’s the action item?”
That level of scrutiny turns good ideas into results.
But Chloe’s brilliance is in taking that leadership instinct and teaching it down the ladder. She understands that common sense isn’t always common. What’s intuitive for one leader might be new ground for another. So she’s built a culture where clear expectations are part of the process, not just a one-time conversation.
Looking for more training? Explore the Service MVP Club.
3. Don’t Make It Personal, Make It Purposeful
One of the most insightful things Chloe shared was the idea that policies and procedures should be the "bad guy," not the manager. If a team member falls short, it’s not about pointing fingers, it’s about pointing to the process and saying,
“Let’s work on this together.”
But let’s be clear, this isn’t about being cold or impersonal. Quite the opposite. The Davis family is one of the most caring groups I’ve ever met. They make leadership personal in all the right ways. They care deeply, but they don’t weaponize that care. They celebrate wins, create career paths, and lead with love.
And that’s not just talk. Chloe has implemented a full career ladder, from apprentice to field supervisor, so every team member knows exactly what’s possible and how to get there. It’s not just a job, it’s a journey.
Bonus Insight: Motivation Comes From Within
Toward the end of our conversation, Chloe dropped a gem that stuck with me. She talked about the difference between intrinsic and extrinsic motivation. Short-term rewards like bonuses can work, but if you want long-term performance, people need to be driven from within.
The secret? Ask better questions. Make it their idea. Guide them to see how their actions connect with their personal goals.
She also touched on something that hit home; when people are off track, it’s often because they’re low on emotional deposits. Her advice? Catch people doing something right. Celebrate the wins. Build confidence and you’ll build momentum.
Final Thoughts
Chloe Davis represents what’s possible when leadership is done right, when it’s grounded in love, driven by standards, and elevated by trust. Her journey from data entry to CEO isn’t just inspiring, it’s a roadmap for every leader in the trades.
To Chloe, Ben, Jennifer, and the entire Express team, I want to thank you for showing us that heart-led leadership is not only effective, it’s transformative.
If you’re looking for the blueprint to lead a successful service company, start with the lessons Chloe shared:
"Inspire ownership, set the standard, and never stop caring."
—Joe Crisara
America’s Service Sales Coach
Founder, Service MVP
