A Deep Dive Plumbing technician was mid-estimate at an older customer's house, and she wouldn't stop talking about her cat. He tuned it out and moved on to the diagnosis.
Then, in the truck as he prepared options for the customer, he hit the button for Halftime sales coaching with Atlas in ServiceTitan.
Real-time sales coaching is a feature inside Field Pro, one of ServiceTitan's Pro Products, built on Titan Intelligence, ServiceTitan's AI engine for the trades. It reviews a technician's conversation with a customer before he goes back inside to present pricing. It flagged what he'd missed: the cat.
"He was like, 'I went back in,'" said Felicia Flournoy, co-owner of Deep Dive Plumbing in Cartersville, Georgia. "He was like, 'I made sure that I laid it on thick with that cat and petted the cat, “This is a beautiful cat. What's the cat's name?’"
He sold his whole day on that job, and Felicia said the story wasn't unusual. Since real-time sales coaching took hold, most of Deep Dive's technicians have started selling out entire days instead of single calls.
Richard Flournoy, Felicia's husband and Deep Dive's co-owner, said the same feature works just as well on something more technical than a cat.
"They go in, they do their discovery, they ask all their discovery questions, they do their inspection," he said. "They go out to the van to build options, and they have a real-time sales coaching button, and it says, 'They kept telling you about mold, but you never addressed mold. So when you go back in, before you present, ask about the mold.'"
Homeowners don't always know how to raise the alarm on their own problems. A technician who's seen a hundred cases of water damage might not think twice about a detail that terrifies the person standing in the kitchen.
"If you miss things, if you don't listen, you're less likely to get the sale, because listening builds trust," Richard said. "Most technicians — most men, for that matter — don't listen very well."
Richard, who also works part time for ServiceTitan as a skills coach, said real-time sales coaching with Atlas isn't telling technicians to sell harder. It's telling them to slow down.
That's the idea behind the feature: An AI agent that actively listens to the whole conversation, catching details the technician might not have heard.
"It's helping them come back to where we should be," he said.
