Nexstar’s Julian Scadden Welcomes Acrew to the Trades

What can the home service industry learn from one of America’s most recognized hospitality brands?

That’s the question Nexstar President & CEO Julian Scadden explores in his latest Substack article, inspired by Chick-fil-A’s recent entry into the home services space through Acrew and Red Wagon Ventures.

Julian reflects on a key difference between hospitality and home services: in restaurants, customers come to you. In the trades, technicians enter the customer’s home to provide comfort and safety. That shift, he argues in his recent Be Great blog post, changes everything about how trust is built.

Julian introduces the concept of “reverse hospitality”—the idea that homeowners should feel welcomed, understood, and cared for in their own homes. From setting clear expectations to demonstrating professionalism and empathy, he shares why some of the most important moments in customer service happen long before a repair is completed.

The article also offers a positive perspective on the growing attention being paid to the home services industry, including Martha Stewart’s latest venture Hint. Rather than focusing on new competition, Julian encourages companies to continue raising the bar for the homeowner experience and strengthening the trust that defines the industry’s best Plumbing, HVAC, and Electrical operators.

It’s a thoughtful look at customer experience and what makes delivering five-star service in a customer’s home fundamentally different from service anywhere else.

Read his full article here:

An Open Letter to Chick-fil-A: On Acrew and Entering the Home Service Industry