Management Blueprint

https://youtu.be/knpxJ7KATsU Joshua McMahon, President of McMahon Custom Homes and a business coach, is driven by a purpose he discovered the hard way: money wasn’t his ‘Why.’ His real ‘Why’ is lifting others—helping people find clarity around their purpose, unlock their potential, and gain traction toward it. We explore Josh’s journey from C-suite construction leadership and integrator roles to building his own company as an “evolved visionary.” Josh shares his Satisfaction Pyramid, explaining how customer experience is created upstream through brand awareness, team support, trade partner support, and training, which together produce the outcome every builder (and business) is chasing: customer satisfaction. Along the way, he breaks down why the construction industry struggles with talent, how coaching becomes a competitive advantage, and why McMahon Custom Homes wins through transparency, collaboration, and guiding clients to align budget with what truly matters. — Take 5 Steps to Satisfy Customers with Josh McMahon Good day, dear listeners. Steve Preda here, the Founder of the Summit OS group and the host of Management Blueprint. And my guest today is Joshua McMahon, the president of McMahon Custom Homes and a business coach. Although I don’t know how much time you have for that these days, josh. Welcome to the show.  Yeah, thanks for having me, Steve. We go a long way back, so it’s an honor to be a business owner and now be on your show.  Well, yeah, you are a business owner. In your previous, recent life, you was an integrator, a COO of a business. So you’ve been running construction businesses and have been C-level in other construction businesses, where we also collaborated. So we have been tracking each other’s journey, for sure. So, Josh, let’s start with my favorite question. What is your personal ‘Why’, and how are you manifesting it in your business?  Yeah. I think this is always a great question. And the real truth of this question, Steve, is that I didn’t know what it was for so long. I thought my personal ‘Why’ was just to make more money. And every time I made more money, I was just more miserable. I was never happy. So my ‘Why’ was never money. I really think my ‘Why’ is all about lifting others. And what I mean by that is I have this ability to extract other people's 'Why' and their purpose from them, help them better see that, get clarity around it and then help them get traction to go attack that 'Why'. Share on X And that’s really my ‘Why’, is to help other, lift other people to really achieve their greatness. So I get a lot of energy and joy from boosting others, and watching that untapped potential really take off.  That is fabulous. And I can see that, as a business coach, that’s really very appealing to people when you can do that. How does it manifest in your construction business? You have these Custom Homes construction business, how does that help you there?  And this is where it was really born. So in the C-suite and as I grew in my business, the one part that you have to do is you have to know how to recruit. At least, I had to know how to recruit. And in order to recruit, you have to find the right talent at the right price. And what I was really looking for was that potential. I was looking for the right attitude—the right hunger. I was looking for those right pieces that I could make you a construction individual. I could make you a great construction manager, but I couldn’t fix those other things. And so when I could tap into that and take and help somebody see the vision of what I could do and what our company could help you do in your career, that’s where I was able to really take and 10X my recruiting ability, but also to really tap into that untapped talent that’s out there. Because, Steve, we have a hard time finding talent in the construction industry. Well, the talent’s out there. What’s making it hard is that we don’t recognize that talent, and we’re saying, you’ve got to be this perfect candidate. You’ve got to fit all these marks. You’ve got to check all the boxes.And I’m saying, no. I just need you to check a few boxes. I’m going to help you see how you can really fit into this organization and how we can help you thrive. So that's where my ability to see that in them, help them see that in themselves, and then help them tie it to our vision as a company. That's where it really gets a lot of fun. Share on X Yeah. It’s so interesting that it’s not just about doing the job, but it’s about being emotionally invested in doing the job. And how do you get your people emotionally invested? You have to find the motivation that they have inherently that you can tap into, and then you have to make your business attractive so that it inspires them, so that they feel excited to work with you there. That’s exactly what you’re trying to do. It’s like you’re not trying to fool anybody on anything, but to think people just get excited to come do work, or just do the job, or just collect the paycheck. If that’s your motivation, that’s the type of candidate you’re going to get. Then what type of culture do you have? So if you flip that and you say, “Hey, we want to help you  transform who you are, transform your career for the better, and it’s going to help us get to our vision. Well, Steve, that sounds like a win-win scenario to me. And that’s a really appealing piece. And that’s a thriving culture.  Yeah, culture eats strategy for breakfast, as Peter Drucker said. And especially in the age of AI, it’s probably even more important, isn’t it, that you have a great culture, because AI can copy everything, but it won’t be able to copy your culture.  No, that’s exactly right. I think AI is a great tool. It’s really going to help us magnify and improve our businesses. But if your culture is broken, AI is just going to magnify the brokenness of your culture, and then AI’s going to tell your people how to go find another job. That is probably true. I haven’t thought about that. So you developed this framework, we are a podcast of frameworks. I’m always looking for the framework and and you talked about this Satisfaction Pyramid framework. Yeah. Is this also something that helps create that culture? Tell me a little bit about this pyramid and how did you come up with it and what does it do?  Yeah, it’s an interesting thing, right? So you understand Maslow’s hierarchy of needs. These are the things you need for survival and for happiness. And I’ve said, look, in home building, we’ve always talked about customer experience and customer satisfaction. We want people to be happy. And I’m saying, well, I don’t know what that means. I don’t know—if I hit my schedule, if I hit my budget, if I do everything on time, but they’re still not happy—so what exactly am I missing? What’s the missing link?  And kind of tying the hierarchy of needs to this triangle of customer satisfaction or happiness, I found that there are some really key fundamental pieces that we’ve got to lock into place to really get to the customer satisfaction and customer experience that we’re seeking. For me, I think brand awareness is first. If your brand awareness is out there and it's really strong, people are going to gravitate towards it organically. Share on X That’s going to decrease your SEO spend, you decrease your marketing, decrease your turnover for people, because people want to be part of that. The interesting story on brands — and I don’t know how true it is, I meant to look it up before this — but I saw something on social media about Tommy Hilfiger. And before he launched his clothing brand, he didn’t have anything, but his brand was so far out in front of himself that people thought this was this great designer, and he hadn’t designed anything. And it was all tied to that piece of brand. So if your brand is strong enough, you can do incredible things. So I think brand is super important.  Yeah. Let me just interject here. So probably 20 years ago, I was working with a company, and it was actually in the construction space. It was in the environmental construction space. And this company had an amazing brand. So the founder was a great thought leader, and he was blogging and talking in forums. And I really thought that this company’s got to be a $50 million company. I mean, they’re so powerful. And then they invited me to their board as a board member. I said, “Wow, this is such an honor.” This big company. And it turned out it was just a $5 million company. But the brand was so powerful that they looked much bigger.  Yeah. And that statement, that’s an appealing thing. So if you think of yourself as a high level achiever, an A-player, and you are gravitating to that brand, that’s what it’s going to do. You're going to bring in the right people, and then if you've got the right culture and the right other pieces, you're going to stick around with that company. Share on X So a $5 million company can look like a $50 million company and be really attractive to people that are interested in that type of world. Yeah. Super important. Love that story. The second thing for me is team support. This is where I really saw in my career as I grew. I can tell you, my first construction job at the construction management level, my VP of construction told me, and this is 20 plus years ago, I haven’t forgotten it — he said, “My leadership style is to give you just enough rope to hang yourself.” And to this day, I have no idea what the heck that means. But what he did show me was he wasn’t going to support me. He wasn’t going to encourage me. He wasn’t going to help me grow. He was basically going to let me swim in the deep end. And if I made it, great. And if I didn’t, no problem — there’s an