Products for Home-Service Owners

The person answering your phone decides how much of your advertising money turns into work. This playbook is the training program for that person: twenty-four lessons in two parts, from phone etiquette and call control to objection handling, membership enrollment, emergency calls and call quality, set out in eight sections that each end with a badge, with weekly scorecards and monthly role-plays. The approach is customer friendly and low pressure. Give the caller good information and make it easy to say yes. Start here if you are paying for leads and losing them at the front desk. The full detail is on the CSR Master Playbook page.

As far as the customer is concerned, your technician is the company. This playbook gives your techs six steps, one for each letter of CHOICE, from character and a happy greeting through inspecting, diagnosing and offering options to complete care, each with a checklist, a quiz and a progress tracker, plus role-plays, ride-along forms and customer communication scripts. Its line is that the customer always has a choice, and five star service is a profit argument, not a manners argument. It is the accessible first purchase in the line and the most natural introduction to what team training feels like. The detail sits on the CHOICE Service Call Playbook page.

You are not in the house when the quote is presented, so you do not know what is being said at the kitchen table. This playbook is Kerry's residential replacement process, from the service call to the install being scheduled: seven steps spelling CHOOSE2, from connecting before you arrive and open discovery to sharing the science, exploring options and empowering the decision, with scripts for explaining airflow, comfort and energy cost. We guide the decision; we don't push the sale. The customer still decides. Ask about this one when your close rate swings from person to person and nobody can tell you why. Read the CHOOSE2 Replacement Sales Playbook page.

Revenue is up and you are not sure profit is. This is the set of tools for the owner: the Business Growth Playbook, to find where the company stands and what to fix first; a Growth Roadmap from $1 million to $3 million; a fifteen-minute Daily Huddle Guide; planning pages for the day and the week; and a short guide to indoor air quality. Ask about this one when the bank balance is the only number you trust. The detail is on the Home-Service Profit and Performance Toolkit page.

This is the premium training in the line, and it is for one person: whoever runs your service department. Twenty modules take that person from service manager identity, KPIs, technician scorecards and ride-along coaching through dispatch, pricing confidence, callback reduction and recruiting to scaling the department. It is offered self-guided, and it is offered with coaching alongside it. Ask about this one when you want the service department run by somebody other than you, and when the problem is no longer a script but a manager. The detail is on the Elite HVAC Service Manager System page.