About Aire Serv® of Aggieland
Aire Serv® of Aggieland is a trusted home services company based out of College Station, Texas. It is a member of the Neighborly® family of home and commercial service providers, providing professional HVAC services for the community.
The Challenge: No Visibility Leads to Missed Revenue
Before a technician or salesperson arrives at a job, hundreds of dollars have already been spent on marketing, dispatching, and scheduling. To break even—or better yet, turn a profit—requires a high close rate and strong average ticket size.
Rebekah Hatcher, Owner at Aire Serv® of Aggieland, suspected they were leaving money on the table. But without clear insights into their sales and service calls, it was hard to pinpoint how to help her team close more deals.
“We’ve got a lot of ways to see inside the business through the dashboards and reports that ServiceTitan has, but the only way you really know is to hear your technicians and your salespeople [and] know that they’re doing what they’re supposed to be doing,” says Hatcher.
The Solution: AI-Powered Sales Coaching for the Trades
Visibility into Sales and Service Calls
Before Sales Pro, ride-alongs were the only reliable way to understand what technicians were doing in the field, but the process was time-consuming. Aire Serv® of Aggieland only had one Service Manager, which led to bottlenecks, particularly in the busy season.
“I’m not trying to discount ride-alongs. They are incredibly important, but with adding Sales Pro to our business, now in about an hour, [our Service Manager] can do a virtual ride-along with all of our technicians by randomly pulling one of their Sales Pro recordings,” says Hatcher.
Instead of attending a ride-along every week, their Service Manager can now discover training moments from the office and save the in-person ride-along for when a technician is struggling. That’s because Sales Pro automatically records every service and sales call upon arrival, storing the recording and auto-generating a transcript and summary, so sales managers can review each call in a fraction of the time.
Accountability to Their Sales Process
One of the biggest game-changers for Hatcher is the opportunity to keep technicians and sales teams accountable to their sales process.
“Every day, we put a lot of trust into the people we send inside of our customers’ homes,” says Hatcher. “And so, having that proof that they’re following our systems, that they’re making solid recommendations, that they’re having the conversations with the homeowner, that they’re asking probing questions, things like that, that has been an absolute game changer.”
Aire Serv® of Aggieland uses Sales Pro’s insights to coach their technicians with real scenarios, highlighting great examples of what people are doing right. Her team uses Sales Pro’s analytics to determine the most common objections and then tailors team meetings around role-playing, dissecting examples of great calls, and celebrating wins.
“Just being able to, not only learn things as we role play, as we take those objections and look in the AI and try to figure out how best to overcome them, but also to increase the technicians’ confidence in themselves. That has been exponential. It’s very hard to quantify that with revenue earned, but we can all hear it in these recordings, how much more confident these guys are…it’s been huge,” Hatcher says.
An Engaged Team
What sets Sales Pro apart from other sales coaching tools is how it fosters a culture of learning and collaboration, giving technicians tools they want to use to grow their confidence.
“There was maybe one technician that was concerned that we were trying to create a dystopian society,” Hatcher says, about when she first introduced Sales Pro to her team. “Now, he is the person who is the most verbal about how much he loves Sales Pro. Now that he has done calls with Sales Pro, he never wants to do them without it.”
It’s not uncommon for a technician to ask Hatcher to go back and watch a recording, flagging opportunities for team role play or seeking advice on how they could have better handled an objection. The team also shares their recordings with each other, so they can learn from each other’s victories and mistakes.
“In our team meeting this morning, we were giving shout-outs to a technician that had learned from another technician's Sales Pro recording and [as a result] he was able to turn a $0 maintenance visit into an almost $4,000 duct ceiling and duct cleaning,” says Hatcher.
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The Results: Higher Conversion Rates, Increased Ticket Sizes, and Tripled Membership Conversions
Since implementing Sales Pro, Aire Serv® of Aggieland has seen significant improvement in sales performance and they credit Sales Pro, in part, for the results.
29% increase in sales conversion rate (YoY)
94% increase in average ticket (YoY)
3x increase in membership conversion rate (YoY)
“These are real numbers,” says Hatcher on their impressive results. “We’ve been able to leverage [Sales Pro] to make us better. The high tide raises all ships. So if we’re all using it to get better, then it’s working, and the proof is in the pudding.”
Ready to boost your team’s performance with Sales Pro? Book a demo today.
