by Jim Hinshaw
Business has changed, and we’re all feeling it. Today’s consumers expect speed — they won’t wait for appointment confirmations, billing questions, or service updates. During the pandemic, instant gratification became the norm, and that expectation didn’t go away. AI can help meet this demand, providing 24/7 support while letting customers easily reach a human during office hours. The technology is improving every year, learning your business and industry to serve your customers better.
Consumers also have more time at home — an extra three hours each day on average — which they spend researching products and services online. They read reviews, check recalls, and look for ways to ensure they get the best results. This makes 5-star reviews critical. Encourage your employees to ask for reviews at every “moment of truth,” and consider incentives like a prize wheel or paid time off to reward their efforts.
Another shift is in how people search. ChatGPT and other AI tools are becoming the go-to for information, replacing traditional search engines. Even I used ChatGPT to create a roadmap for HVAC and plumbing companies earning $1–3M/year, and it delivered actionable insights we can apply immediately.
Q1 — FOUNDATION (STOP LEAKS) Months 1–3
1️⃣ BASELINE & CLARITY
• Normalize P&L
• Set KPIs & scorecard
• Peer group engagement
2️⃣ PRICING & GROSS MARGIN
• Flat‑rate validation
• GM targets by dept
• Tech pricing confidence
3️⃣ SERVICE DEPARTMENT CONTROL
• Standard service call flow
• Tech scorecards
• Weekly service huddles
🎯 Q1 Outcome:
✔ Margins stabilize
✔ Performance variance shrinks
Q2 — GROWTH ENGINE (BUILD THE FLYWHEEL) Months 4–6
4️⃣ MAINTENANCE AGREEMENTS
• Simple MA offers
• Tech & CSR scripting
• MA tracking weekly
5️⃣ SALES / REPLACEMENT PROCESS
• Options‑based selling
• Close‑rate expectations
• Ride‑along coaching
6️⃣ MARKETING ROI & CALL HANDLING
• Top 3 lead sources
• CSR booking discipline
• Cost per booked call
🎯 Q2 Outcome:
✔ MA base +10–20%
✔ Higher close rates, better lead conversion
Q3 — PROFIT & PEOPLE (REMOVE BOTTLENECKS) Months 7–9
7️⃣ INSTALL PROFITABILITY
• Install GM review
• Checklists & scope control
• Callback reduction
8️⃣ PEOPLE & ACCOUNTABILITY
• Clear leadership roles
• KPIs by role
• Weekly leadership check‑ins
9️⃣ OWNER DELEGATION
• Delegate top 5 owner tasks
• Decision rights clarity
• Reduce daily firefighting
🎯 Q3 Outcome:
✔ Install stops bleeding
✔ Owner no longer the bottleneck
Q4 — SCALE & LOCK IT IN Months 10–12
🔟 SYSTEM REFINEMENT
• Fix weakest department
• Improve onboarding & training
1️⃣1️⃣ STRATEGIC PLANNING
• Next‑year revenue & profit goals
• Staffing & truck plan
• Intentional budget
1️⃣2️⃣ BENCHMARK & STANDARDIZE
• Compare to Month 1
• Lock SOPs & habits
• Set Year‑2 priorities
🎯 Q4 Outcome:
✔ Predictable operations
✔ Scalable foundation
🏁 WHERE MOST COMPANIES LAND AFTER 12 MONTHS
- 📈 Revenue: +15–30%
• 💰 Net Profit: 10–15%+
• 🔁 Strong MA base
• 👥 Consistent tech performance
• 🧠 Owner working on the business
The takeaway: adapt to these new expectations by providing fast, reliable service, leveraging AI to support your team, and making reviews a priority. Those who embrace these changes will stand out in today’s competitive home service market.
Talk to ya later.