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Land 10X Bigger Jobs From Routine Service Calls

📅 October 28, 2025 ⏱️ 26:24 🎤 Adams Sylvester, Phil Richards

Chapters

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  • 0:00
    Incentivizing Technicians for Upsells
    Technicians can earn more by identifying and generating additional estimate opportunities during routine service calls, incentivizing them to look beyond the initial job.
  • 0:26
    Importance of Sales and Upselling
    Adam Sylvester highlights the critical role of cross-selling and upselling services, noting that businesses focusing solely on customer requests often struggle.
  • 0:47
    Estimates Over Leads for Growth
    Phil emphasizes that tracking 'estimate count' is more crucial for business growth than just lead volume, as it reflects actual sales opportunities.
  • 0:58
    Technician Checklist and Word Tracks
    Implementing a thorough checklist for technicians ensures comprehensive inspections and easy generation of additional estimates, even with a simple referral form for non-selling technicians.
  • 9:20
    CSR Role in Pre-selling
    Customer Service Representatives can proactively pre-sell additional services during initial calls or confirmation calls by suggesting inspections for common issues in the neighborhood.
  • 12:12
    Compensating Staff for Upsells
    Discussion on different compensation models for CSRs and technicians, including bonuses and percentage-based commissions, to motivate them for generating new business.
  • 13:40
    Jobber for Advanced Quoting
    Jobber's features like advanced quotes with optional line items, job forms, and reporting are highlighted as tools to facilitate upselling and track estimate counts.
  • 15:05
    Selling at the Peak of Desire
    The hosts discuss the optimal time to sell additional services is when the customer is actively seeking a solution to an immediate problem, leveraging their current need.
  • 17:39
    The 'Happy Call' as Sales Opportunity
    Phil explains how post-service 'happy calls' can be transformed into significant sales opportunities by reviewing checklists and offering solutions to identified issues, preferably handled by salespeople.

Speakers

A
Adams Sylvester
Host
P
Phil Richards
Phlash Consulting

Key Takeaways

✦

Implement a technician incentive program where techs earn a percentage or flat fee for additional estimates they generate that close, motivating them to identify more opportunities.

✦

Develop a comprehensive technician checklist for every service visit to ensure all potential issues and upselling opportunities are identified, even beyond the customer's initial request.

✦

Empower your CSRs to pre-sell by training them to ask qualifying questions and suggest additional services during initial calls or confirmation calls, leveraging customer needs and common neighborhood issues.

✦

Simplify the estimate generation process for technicians using digital forms (like a QR code linked to a Google Form or website page) that capture customer information for follow-up by dedicated sales staff.

✦

Utilize 'happy calls' (post-service follow-ups) as a sales function; have salespeople review the technician's checklist, address any identified issues, and proactively offer solutions and estimates.

✦

Track 'estimate count' as a primary growth metric, aiming for 30-50% of service calls to convert into additional estimates, indicating a healthy sales process beyond initial leads.

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