Unlocking HVAC Success with SmartAC: Revolutionizing Contractor Memberships with Wes Friednash & Andrew Fuselier from SmartAC.com

WEBVTT
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Do you guys have recommendations of best practices, your program structure,
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so what you charge, what it's called, how often you come out, everything?
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Is there some templates that you can share with contractors so that they can
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utilize best practices and what's working for other shops?
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Welcome to the Home Service Hacks podcast, the show for contractors who refuse to settle for average.
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Hosted by Bill Brown, licensed HVAC contractor, AI and automation expert,
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and founder of Service Titan Hacks Community.
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Each episode features real conversations with contractors, tech founders,
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and innovators who are reshaping the trades.
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From AI and automation to pricing, marketing, and management.
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If it's working in the field, you'll hear about it here.
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Let's get into it. Welcome to Home Service Business Hacks. I've got Wes and
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Andrew from SmartAC.com here today.
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You know, I actually used their system when I was running my HVAC company.
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Today, we're digging into how they're helping contractors grow memberships,
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kill unnecessary truck rolls, and completely rethink how customer loyalty works in HVAC.
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Before we get into the tech, I'd love to hear your origin story.
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So how did SmartAC come about, and what problem were you guys at?
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Before we got into what we're doing now, we had created an energy-saving product.
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For resident air conditioning systems where it was actually evaporative cooling.
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So taking a concept that'd been around forever and commercial systems like cooling
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towers and using it around AC systems outside.
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Now it was obviously new, lots of challenges had to be overcome to make that even work.
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But we found that it was really, really popular with customers because of the
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energy savings, but channel sales, which was one of our hopes,
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just never really took off.
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So energy companies obviously didn't care about saving energy for customers.
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HVAC companies didn't really want to mess with any of the risk associated with
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altering conditions of the unit.
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And they didn't care about savings for the homeowner. That wasn't really a big thing for them.
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But when we developed that product, we put some data ports on the back of it
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to grab some basic information about the system.
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And that's really what kind of spawned all of it is that we had some kind of
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forward thinking contractors that said, hey, what can you do with that data?
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What can you tell me? Can you tell me what's happening with the system when
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it's healthy and when it's not? That's something that might actually have some meaning for me.
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So we basically pivoted the entire company, went back to zero,
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rethought everything and created, you know, what is today, smartness.com.
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And that was, that really started right about seven years ago or so,
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a little less than that. Okay, great. Let's talk about what's broken.
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Why do traditional HVAC memberships struggle with retention and profitability and buy-in from techs?
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This is problems that I experienced a lot in my own business.
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How are you guys able to solve that? We try to be very clear that the things
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that are broken are not the fault of the contractors in many cases.
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It's just due to the limitations that they have, right? The way that they make
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money is they have to be on site.
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Before we came along, there wasn't anything that was able to provide remote values.
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They had to be on site, but to be on site meant they were rolling trucks to
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houses that they had no idea if there was going to be issues associated with
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it when they were, you know, even they were under membership.
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It was just kind of just roll a truck and hope that you make some money.
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And, and also that's not particularly attractive to homeowners,
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you know, given the fact that less than 20% nationwide even sign up for a plan,
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it's not very attractive just from the pitch.
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So even after you sign up for something like that, and then you have these truck
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rolls where they're trying to sell you more stuff, they end up,
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you know, like homeowners leave.
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And so the, the innate limitations of the way that the whole system is set up,
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people don't sign up for plans much.
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They then tend to leave at a higher rate.
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And then contractors are rolling trucks all around the country to places that
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they have no idea if there's ever going to be a ticket associated with it, right?
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That's just not a great way to build efficiency in your business.
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And so we just, you know, we took the approach that if you can add data visibility,
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what's actually happening, and you connect it to an experience a homeowner wants.
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Then all of a sudden you start to get all those metrics changed, right?
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Where they do actually sign up for a plan that provides more value.
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And there's a bunch of reasons why and what we do, but, and then they stick
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around because you don't bother them unless there's a reason to go out there.
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And homeowners like that, right?
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Tremendously, in fact, with what we see with our retention numbers.
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And then they're wasting, you know, truck goals at a much, much less of a clip.
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So what that does is that, that basically untethers the contractor's ability
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to grow from the number of technicians they have, right? Before it was kind of like one-to-one.
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More membership growth means more technicians, more truck rolls.
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That's not necessarily the case anymore.
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So yeah, it's been pretty exciting what we've been able to help unlock in the
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industry the last couple of years.
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Yeah, that's great. And that's what drew me to Smart AC was the unnecessary truck rolls.
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We didn't have a terrible job.
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Getting memberships. We did bundle them with all of our installs and we bundled
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them with a lot of service.
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But once we did an installation, our sales guys were really good.
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They talked about all the IAQ, all the upgrades.
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And then we did the install and six months later, we would come back.
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And the reason that I wanted to come back was to give the customer a nice peace
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of mind, to know the system was working well.
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But at the same time, I looked at that and I was like, We never make any money
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when we go back after that initial visit.
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And not only that, my technicians really hate it because they don't make the
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commission they normally would make running a regular maintenance or service calls.
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And then if they do try to do that, customers would be like, you know what?
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Your sales guy was just out here. He just talked about all this IAQ.
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I'm not interested. And now we could leave a bad taste in the customer's mouth.
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And I said, guys, we got to just got to stop going to these customers' houses.
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But I also want to make sure these systems are operating correctly.
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And we put some thermostats in. You know, we back in the day,
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we had Ecobee and it used to have a customer portal that we could look at.
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Ecobee got rid of that after some security issue.
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We started using Daikin's thermostats that had something similar,
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but the portal wasn't ready yet.
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And I said, guys, we need something we could put on every system.
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That's going to give us that data, that's going to give me an alert,
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at least if it wasn't working properly.
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And searched the internet, looked for a bunch of different solutions,
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and came across SmartAC.
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So that was the primary driver of why we signed up, was to reduce truck rolls.
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We didn't really know that there were all these other parts to it as far as
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retention went. We found that out after we signed up. So that's kind of just
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the story of what, of why my company decided to use you guys.
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So, you know, we have this, you know, so a lot of contractors know smart ACs,
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smart AC from the sensors only.
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What do you guys do other than just that sensor product?
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This is where we start. When we talk to somebody engaged the first time,
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we let them know that's only a part of our platform is the actual technology itself, right?
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We definitely created the sensors. We made them low cost and easy to install
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so that we could gather the data. That's the origin of everything.
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The foundation is the actual science.
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But then it's so much more about working with the companies to look at how they
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approach memberships. So it's actually the strategy around your entire membership program.
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We spend a lot of time going through that and sharing best practices,
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what we see across the industry.
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That's really a huge, huge part of it.
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Adopting the technology is actually fairly easy, right? Right.
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Central's going to house, they gather data, we do all the crunching,
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and then it flows into your automated workflows.
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If you're in service site and you don't even look at our dashboard most of the
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time, it's just automated in how you run your business.
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But how you approach memberships is highly important. Things like,
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you know, creating a membership champion and having somebody who's actually
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responsible for looking at the metrics associated with membership program.
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That could be a huge driver of revenue with no marketing cost associated.
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And that's one of the toughest things out there is how do you grow your business
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without spending more on marketing? right?
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And so that membership program approach is a big part.
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And then we have an entire team that after the fact,
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while you're up and running and doing business with us, that looks at metrics
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and analytics about how everyone involved in your membership program is doing
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from CSR pitching to technicians to how their quality of installs,
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the adoption rate of your customers.
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So we're really looking at rethinking the way that memberships slot in as a
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complete part of your business.
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And that these really are loyalty programs and loyalty programs of tremendous value.
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Most people don't realize that airlines, even the entire value of an airline
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is nothing to do with the actual airline itself.
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I think I saw something the other day, American Airlines makes about $3 per
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customer per year on the actual ticket prices.
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But the loyalty programs associated with airlines is what makes them billions
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and billions and billions of dollars.
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I wouldn't have known that. That's the opportunity inside the contracting industry
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that we have today is to grow that loyalty aspect so that that value is created all over again.
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And they're already making good money, right? So if you can put both of those
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things together, then that's really us, right? We're much more than just a technology, though.
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It's vital and foundational to everything we do.
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Sure. Well, let's dig into those metrics when it comes to memberships.
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So what kind of conversion do you guys see as far as, let's say,
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someone has no existing relationship, has never been a member of any program
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with your business, and these companies adopt your product?
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What kind of conversion do they see on the front end, and then what kind of
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retention rate do they usually see as well? Yeah.
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So great question. And this is definitely where we start because this comes
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down to the, how are you approaching the homeowner psychology of how they buy?
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Most of the people out there have a program that has two visits a year.
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It's priced somewhere between maybe $15 and $25 a month. And there may be some
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other bells and whistles associated.
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That kind of standard and traditional approach is going to get you anywhere
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between 15 and 25% conversion rate to a member off of a demand call.
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And that depends on how good your people are pitching. If you're doing a dual
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pitch where CSR will warm them up and a technician will close,
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and there's all sorts of stuff that goes into that and lots of success group
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training and can help with all that.
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But that's kind of the bound bookends of 15% and 25% is what we see.
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To get the next customer to unlock that yes.
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You've got to have more, right? It's either got to be more value packed into
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it, something that they personally feel like is more useful,
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or we see other people that just drop the price, right?
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Ridiculous low prices. They charge $5 a month or $10 a month.
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So people think, oh, well, I might as well sign up.
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And as a contractor, you're getting more yeses, but you're putting yourself
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at an even bigger hole. So we don't suggest that.
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That was a, I really have to sell something on every truck roll.
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Absolutely. Yeah. So we like to look at how do you add more value into the overall program?
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So things like loyalty rewards, or we call them comfort credits,
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adding things like a concierge button to an app where they can talk to somebody
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when they have a question.
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So just really feature loading it. So the homeowner is like,
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man, this is cool, right?
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24-7 health monitoring. So you're advanced notification of issues.
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Those are the things that get the next wave of customers over the edge.
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And so we've got very successful people with our platform that are converting
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in 40 to 50% of every home they go.
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And that's super exciting, right? That's tremendously better than industry average.
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And then there's this whole other sect of customers that are just never going
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to say yes, right? They're like, fix it.
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I'll call you when I need you again, right? Those are your 911 customers.
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And for that, that's why we develop our app-only solution, where it actually,
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no sensors involved at all, no truck visits, no nothing.
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It's just a digitally connected membership to be able to receive that help call the next time.
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So that unlocks the next customers, because you can basically give that away.
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You don't have to charge for that.
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Sure. And it's just to get somebody to say, you know what? Yeah,
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I'll download your app, and yep, next time I need you, I'll hit the help button.
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Again, just giving yourself the best chance to get back in the home without
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having to repay for that.
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That's great. That's great. And what does that help button in the app do for
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the as far as the user experience? There's two different help buttons on our software only offer.
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We've actually called that our connect offer.
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One is, is like a, it's kind of like a digital concierge, right?
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It's like a anything button where they may have a question about your service
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or their last service or anything.
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It's just any question that might come up, right? And that's handled by our
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team and a series of AI chatbots that help try to, you know,
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figure out what's going on and then connect the parties.
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And if it looks like it's something that needs service, we can connect them,
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you know, direct them to book service right through the app and it directly
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books into Service Titan.
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So super cool feature there just to drive more connection, interaction,
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and then potentially a direct booking with no CSR interaction.
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Then we have another button that's like a Teladoc, right?
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Where they're like, hey, I want to talk to somebody and I'm going to show them
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what I'm seeing or hearing, why I think there's an issue.
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So that service can be picked up by somebody on the contractor side, right?
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And usually this is kind of like done by a round robin where other technicians
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will have a pro app on their side and they can pick up and they can interact with the homeowner.
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These are quick interactions. It's like, hey, do you hear this?
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Should this sound like this?
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I say, I don't think so. we probably want to get out there, right?
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So a couple of those two different styles of help buttons that just lets the
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customer know, I don't have to go searching for somebody the next time I have an issue.
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I already got a company. Okay. Awesome.
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So how many people, I think you get these metrics from Apple or Google,
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how many people end up keeping the app on their phone versus deleting it?
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I couldn't even directly answer exactly that, right? Because we don't necessarily
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get notified when people delete an app. We see engagement and we track engagement.
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And the way that we deal with that is we have the idea of like rollover licenses for engagement.
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So if it's a software only deal and somebody has not engaged in a certain amount
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of time, you can choose to roll the license off of that person and redeploy
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it somewhere else with somebody who will, right?
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So as a contractor, you're not
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wasting money towards something that is not going to drive value for you.
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Okay, great. So, you know, most of my audience are ServiceTitan users.
00:14:26.345 --> 00:14:30.505
And, you know, there's a lot of tools and products that connect with ServiceTitan.
00:14:30.705 --> 00:14:34.885
So I'd like to let them know how SmartAC actually connects with it.
00:14:34.985 --> 00:14:39.445
What does it look like as far as the contractor's workflow? What can they expect with that?
00:14:40.045 --> 00:14:44.305
Yeah. I mean, this was feedback we got early and often, which is I don't want
00:14:44.305 --> 00:14:45.545
another screen to look at. Right.
00:14:45.925 --> 00:14:50.885
I think somebody has said that if you're a successful contractor using all the
00:14:50.885 --> 00:14:54.425
available technology to drive efficiency, your people probably have anywhere
00:14:54.425 --> 00:14:58.245
between five and eight tabs they have to navigate through already.
00:14:58.425 --> 00:15:01.525
Right. And we didn't want to be another one. They had to. So so we worked with
00:15:01.525 --> 00:15:04.545
the contractors to find out exactly what their workflows are today.
00:15:04.745 --> 00:15:08.825
Right. How did how do you want to receive information such that it drives a
00:15:08.825 --> 00:15:10.125
booking? and doesn't mess things up.
00:15:10.245 --> 00:15:13.845
So the way we did that, a couple of different ways, inbound, right?
00:15:13.945 --> 00:15:19.425
If you're a contractor, you got your CSRs that are handling these outbound workflows.
00:15:19.865 --> 00:15:23.105
When they get a signal or a prompt, how do they receive that?
00:15:23.305 --> 00:15:26.645
So with our service site integration, it shows up in the booking area.
00:15:26.645 --> 00:15:28.285
And it's one of two things.
00:15:28.385 --> 00:15:33.045
It's either a customer who's tried to schedule service and it actually shows that they reached out.
00:15:33.145 --> 00:15:37.345
If you're not using that adaptive capacity planning that automatically books,
00:15:37.345 --> 00:15:40.545
then it shows up as a request for service from a homeowner. The other thing
00:15:40.545 --> 00:15:42.045
is it can be the intelligence on our side.
00:15:42.225 --> 00:15:46.065
The system actually flags it and says something needs to be serviced and that
00:15:46.065 --> 00:15:47.405
will go into the booking area.
00:15:47.805 --> 00:15:51.705
CSR sees that, they just transfer it into a job and then it's off in the normal
00:15:51.705 --> 00:15:53.845
workflow. They don't even interact with our site.
00:15:54.325 --> 00:15:58.905
If you do have that adaptive planning, then it literally flows in directly as a booking.
00:15:59.105 --> 00:16:01.545
When a customer says, I want you to come out this time, they're actually looking
00:16:01.545 --> 00:16:04.305
at the availabilities of real-time days and times of it.
00:16:04.545 --> 00:16:08.805
So super easy there. Most of how it works from a daily standpoint.
00:16:09.529 --> 00:16:12.949
There's some other deeper level integrations we've got. So like the loyalty
00:16:12.949 --> 00:16:16.969
thing I mentioned, if you're using loyalty rewards and you're giving those to
00:16:16.969 --> 00:16:21.469
people for buying the membership, or you're giving monthly credits for staying on the membership,
00:16:21.849 --> 00:16:25.389
those balances show up in Service Titan, and then they could be redeemed by
00:16:25.389 --> 00:16:27.189
the customer for future purchases.
00:16:27.449 --> 00:16:30.889
And then there's a balanced reconciliation. So there's a bunch of things that
00:16:30.889 --> 00:16:33.029
go on behind the scenes to try to make it very,
00:16:33.109 --> 00:16:36.489
very streamlined so that you don't really have to use our system
00:16:36.489 --> 00:16:39.429
on our side other than initial admin setup
00:16:39.429 --> 00:16:42.949
and then most of it pretty much runs itself okay cool
00:16:42.949 --> 00:16:48.109
i just pause a little bit there i'm gonna what i'm gonna do when i edit this
00:16:48.109 --> 00:16:52.629
podcast is i'm gonna put i'm gonna put the screenshots of what we're talking
00:16:52.629 --> 00:16:57.449
about in the app and in service site and overlaid on it right because describing
00:16:57.449 --> 00:17:01.169
it's nice but when we add that screenshot in it'll be really helpful,
00:17:02.089 --> 00:17:03.589
Yeah, I set up the same thing.
00:17:03.909 --> 00:17:10.869
I just have them like pop up in a, oh, mine's logged out, but anyway. All right, cool.
00:17:12.149 --> 00:17:16.529
So talking a little bit more about the homeowner experience and those loyalty
00:17:16.529 --> 00:17:21.649
rewards, we called them comfort credits. I think you guys still call them that.
00:17:21.849 --> 00:17:24.629
They're available in the app. There's a running balance.
00:17:24.849 --> 00:17:28.889
How does that work? How do contractors utilize that for customer retention?
00:17:29.609 --> 00:17:32.509
Yeah well so what we found is a
00:17:32.509 --> 00:17:36.669
huge motivator for a lot of people who end up signing up for these memberships
00:17:36.669 --> 00:17:41.709
it's it's the day one discount right a lot of people offer 10 off service today
00:17:41.709 --> 00:17:44.729
if you sign up for my membership and they do the math and say okay well that's
00:17:44.729 --> 00:17:48.989
going to save me 200 bucks and the membership's 200 bucks so why not right and
00:17:48.989 --> 00:17:50.889
so that's good right it's a good motivator but,
00:17:51.533 --> 00:17:55.073
Once they're on the plan, they've received that benefit day one.
00:17:55.293 --> 00:17:59.433
Their motivation to stay on the plan is not much, right?
00:17:59.913 --> 00:18:06.993
So what we've been doing is working with contractors to rethink how that initial dollar exchange goes.
00:18:07.253 --> 00:18:12.033
So instead of maybe, you know, I see people offer up as much as 20% off,
00:18:12.133 --> 00:18:13.673
right, of that ticket for conversion.
00:18:13.933 --> 00:18:19.033
What if you lower that dollar amount a little bit, right? Now maybe take it
00:18:19.033 --> 00:18:21.813
from $20 or $15 down to $10 or from $10 to $5.
00:18:21.933 --> 00:18:26.593
And instead of giving them the dollars back day one, put that into comfort credits.
00:18:26.713 --> 00:18:30.333
That's a balance that they keep, right? So a lot of contractors will offer anywhere
00:18:30.333 --> 00:18:36.033
from $150 to $250 day one discount that goes in their comfort credit balance
00:18:36.033 --> 00:18:37.413
for signing up for the plan.
00:18:37.893 --> 00:18:40.653
And then let's say they're paying $20 a month to stay on the plan.
00:18:40.813 --> 00:18:44.653
They'll offer half of that. So $10 every month accrues back into the balance.
00:18:45.353 --> 00:18:50.853
So as a customer, the psychology of seeing your balance go up every month and
00:18:50.853 --> 00:18:54.473
know that you are saving dollars towards something you're eventually going to
00:18:54.473 --> 00:19:00.213
have to pay for that you're not excited about probably paying for. Definitely not.
00:19:00.653 --> 00:19:04.953
Yeah, is really, really good. I mean, we've seen awesome, awesome retention
00:19:04.953 --> 00:19:07.293
around that, but also just the use of it.
00:19:07.473 --> 00:19:14.033
Some contractors will let people redeem them for anything over $500, which, you know,
00:19:14.732 --> 00:19:18.252
Let's be honest, any time you roll a truck for anything, it can't be less than
00:19:18.252 --> 00:19:21.972
$500. So they can buy one single capacitor. Yeah, exactly.
00:19:22.892 --> 00:19:26.392
And then a lot of them say that it's got to be at least an equipment change
00:19:26.392 --> 00:19:30.512
out, right? So call it $3,500 water change, something. But man, it means a lot, right?
00:19:31.352 --> 00:19:35.412
Just as a customer, be like, hey, I don't want to be buying this,
00:19:35.492 --> 00:19:37.792
but you know what? I'm going to go ahead and do it.
00:19:37.892 --> 00:19:41.812
I'm going to change the water heater instead of ask you to fix it because I've
00:19:41.812 --> 00:19:47.012
got $500 or $750 here towards that big ticket and do it, right?
00:19:47.272 --> 00:19:50.452
So we see that work really well. Redemption's great.
00:19:50.792 --> 00:19:54.212
Customer satisfaction's great around it. Yeah, that's probably one of the features
00:19:54.212 --> 00:19:58.412
that we're most excited about since we rolled it out last year that's been working really well.
00:19:59.192 --> 00:20:04.032
One thing I want to add real quickly on the comfort credits or whatever the
00:20:04.032 --> 00:20:07.152
contracts or contractors are calling it on their end is,
00:20:07.332 --> 00:20:12.412
like when you think about the mindset of the homeowner, they're being told they
00:20:12.412 --> 00:20:16.272
have something very costly that they need to get fixed.
00:20:16.452 --> 00:20:20.512
There's a reason why contractors offer financing just to start.
00:20:20.712 --> 00:20:24.672
Now you layer in something that even makes it a little bit more sticky from
00:20:24.672 --> 00:20:26.812
the long run on top of that even.
00:20:27.112 --> 00:20:33.012
You're talking about serious conversion rate and loyalty, which is the end goal
00:20:33.012 --> 00:20:37.872
of what SmartAC is doing and why we partner with so many HVAC dealers.
00:20:39.032 --> 00:20:42.472
And we couldn't even do anything like that before SmartAC.
00:20:42.732 --> 00:20:47.972
I remember our membership included $500 off of a system replacement,
00:20:47.972 --> 00:20:52.972
but there wasn't anywhere the customer could really see that when system replacement
00:20:52.972 --> 00:20:57.112
time came because it could have been a couple of years ago we sold the membership
00:20:57.112 --> 00:21:02.872
and they might not have that visibility of exactly what they're going to get.
00:21:03.052 --> 00:21:06.332
But if they have an app on their phone, they can see that. And I really like
00:21:06.332 --> 00:21:11.252
how it accrues almost like loyalty points that you would get at an airline, right?
00:21:11.572 --> 00:21:16.692
Except for customers probably wouldn't let them exchange it straight for cash, right?
00:21:17.892 --> 00:21:22.272
Right, yeah, exactly. There's a reason why every industry seems like they are
00:21:22.272 --> 00:21:26.912
doing something with loyalty, whether it's like restaurants with points that
00:21:26.912 --> 00:21:29.932
you're saving up to, airline miles, you name it.
00:21:30.092 --> 00:21:35.272
Like there's no reason why HVAC shouldn't be part of that equation and to help their retention.
00:21:35.872 --> 00:21:39.932
Right. This is not something new as far as consumer behavior.
00:21:40.212 --> 00:21:42.852
It's just something new to our industry. Right.
00:21:43.612 --> 00:21:46.412
Yeah. You know, every time I go through a drive through now,
00:21:46.612 --> 00:21:50.452
they they're like, what's your phone number? Is that you want to sign up for our points?
00:21:50.652 --> 00:21:54.112
And you use the app, you get certain amount off and and everything.
00:21:54.412 --> 00:21:57.912
And they're really make it easy as far as other industries go.
00:21:58.092 --> 00:22:02.812
And I think that even though we're lagging behind, we are catching up and offering
00:22:02.812 --> 00:22:05.912
those things. It's a really awesome opportunity to,
00:22:06.451 --> 00:22:11.571
to move the industry forward. I mean, we're, you know, we're not doing anything
00:22:11.571 --> 00:22:14.191
revolutionary in terms of the psychology, right?
00:22:14.271 --> 00:22:18.111
The psychology of this homeowner stickiness and homeowner engagement,
00:22:18.171 --> 00:22:20.931
you know, this has been around for 50 years.
00:22:21.031 --> 00:22:24.571
So these studies about, you know, and then different industries have evolved
00:22:24.571 --> 00:22:28.291
faster all the way up into the social media or today where they,
00:22:28.451 --> 00:22:32.131
you know, the algorithms are designed to keep you looking at your screen for
00:22:32.131 --> 00:22:34.331
as long as possible over this stuff, right?
00:22:34.471 --> 00:22:38.611
Like the psychology is there where we're just trying to take that same thing
00:22:38.611 --> 00:22:43.651
and adapt it into the services industry. And you need a digital interaction to be able to do that.
00:22:43.791 --> 00:22:48.191
You couldn't do it just with old school, like sales skills, you know,
00:22:48.351 --> 00:22:49.971
like you could be an excellent closer over the phone.
00:22:50.051 --> 00:22:54.011
You can have great technicians, but if you have digital and you have remote
00:22:54.011 --> 00:22:59.671
value opportunity, then you can really start to tap into some of that psychology
00:22:59.671 --> 00:23:04.751
behavior and research and proof that's out there and utilize our platform for that, right?
00:23:04.831 --> 00:23:08.591
And that's effectively what we've become in many ways is the extension of the
00:23:08.591 --> 00:23:11.531
contractor for providing digital remote value.
00:23:12.251 --> 00:23:16.551
You guys also have something in your app that lets customers know when it's
00:23:16.551 --> 00:23:18.431
time to change their air filters.
00:23:18.731 --> 00:23:23.131
And do you still have the option for them to order replacements right through the app?
00:23:23.131 --> 00:23:27.911
We always had so much trouble managing that where we would try to,
00:23:28.011 --> 00:23:32.331
we went through this cycle of, let's try to jot down all the filter information
00:23:32.331 --> 00:23:34.011
and bring one out during the maintenance.
00:23:34.331 --> 00:23:39.851
And that was just a disaster. And eventually we got to the point where we just
00:23:39.851 --> 00:23:43.931
would give a customer a link to Amazon and say, here's where to buy your filter.
00:23:44.111 --> 00:23:48.231
But with that, we would show up to homes that didn't have any filters.
00:23:48.231 --> 00:23:53.851
And I really, really despise going to do a maintenance on someone's system and
00:23:53.851 --> 00:23:57.631
they had a dirty filter and there were no replacements. We didn't have it.
00:23:57.731 --> 00:24:00.191
And we did the maintenance and we left with a dirty filter.
00:24:00.431 --> 00:24:04.831
It just seemed unprofessional to me. So you guys are able to kind of help the
00:24:04.831 --> 00:24:07.151
contractors and the customers together out with that?
00:24:08.026 --> 00:24:12.786
Yeah, yeah, 100%. And honestly, this is where you can see the evolution of our
00:24:12.786 --> 00:24:18.606
platform over the last several years in dealing with contractors like yourself and listening, right?
00:24:18.706 --> 00:24:22.086
So we just started with, let's be able to tell them the filter is down to zero.
00:24:22.266 --> 00:24:25.086
So we've got a pressure sensor that goes in the duct.
00:24:25.386 --> 00:24:28.806
As the particulates build up on the outside of the filter, static pressure changes.
00:24:29.186 --> 00:24:32.206
We've got these safety limits associated and we can give you a,
00:24:32.266 --> 00:24:36.046
hey, it's time to change your filter. But what we didn't know was what a pain
00:24:36.046 --> 00:24:39.826
it was for you guys to deal with that, right?
00:24:40.046 --> 00:24:44.006
So us just saying a filter is empty didn't solve the real problem.
00:24:44.326 --> 00:24:49.686
So to do that, we needed to become our own filter supplier, right? So that's what we did.
00:24:49.826 --> 00:24:54.246
So we integrated multiple large suppliers around the US so that,
00:24:54.386 --> 00:24:57.086
yeah, when it gets to zero, someone just says, send me more.
00:24:57.226 --> 00:25:00.306
Because during onboarding, your technicians are entering those sizes in there.
00:25:00.426 --> 00:25:03.586
So everything's recorded and ready to go. so in two taps it's
00:25:03.586 --> 00:25:07.006
send me more and buy right yeah
00:25:07.006 --> 00:25:09.746
and check out filters delivered to
00:25:09.746 --> 00:25:12.906
their door in three to five days less than
00:25:12.906 --> 00:25:16.006
the cost of amazon right and that was another lesson learned that's great we
00:25:16.006 --> 00:25:20.086
first started trying to like let's make a little money on filters what if we
00:25:20.086 --> 00:25:24.446
charge right you know what if we charge 30 profit and we pass that on the contractor
00:25:24.446 --> 00:25:28.646
and what we found is customers didn't do it and when we started polling them
00:25:28.646 --> 00:25:30.266
why they're like because i can get it cheaper on Amazon.
00:25:30.466 --> 00:25:33.606
You told me it's zero. Thank you. Now I'm going to go buy it on Amazon.
00:25:33.946 --> 00:25:35.026
Well, we're like, well, that doesn't
00:25:35.026 --> 00:25:38.166
really work. But the platform is only delivering part of the value.
00:25:38.506 --> 00:25:42.366
So we started, you know, getting our volumes up and negotiating and driving
00:25:42.366 --> 00:25:44.586
prices down. So now we're cheaper than Amazon.
00:25:44.806 --> 00:25:47.066
So now the homeowners whole mentality is different.
00:25:47.406 --> 00:25:50.606
You tell me it's zero. You give me an easy button to get them.
00:25:50.746 --> 00:25:53.126
And I know I'm getting them cheaper than Amazon.
00:25:53.446 --> 00:25:56.546
This contractor, I can trust them. They're not trying to rip me off.
00:25:56.666 --> 00:26:00.586
They're trying to actually deliver a good value with the membership that I'm paying for.
00:26:00.786 --> 00:26:06.206
And that mindset shift is so meaningful to the homeowner when they put all those
00:26:06.206 --> 00:26:08.786
dots together and they're like, I can trust these people.
00:26:08.926 --> 00:26:12.546
So when you show up and tell them it's going to be $15,000 or $20,000 for a
00:26:12.546 --> 00:26:18.106
system, they're like, I can trust these guys, right? Because they've been delivering value all along.
00:26:18.649 --> 00:26:22.989
And as a homeowner, I've always tried to think from the homeowner standpoint,
00:26:23.249 --> 00:26:25.549
which is difficult to do when you're a contractor.
00:26:25.809 --> 00:26:32.449
But if I were to, I would want to get filters from a contractor rather than
00:26:32.449 --> 00:26:33.649
go to the depot and get them.
00:26:33.849 --> 00:26:37.449
But you're right. And I always had this issue with it as well,
00:26:37.649 --> 00:26:39.829
trying to put margin on a filter.
00:26:40.609 --> 00:26:44.369
And you go, oh, I'm a contractor. I get all these things at great prices.
00:26:44.669 --> 00:26:48.349
Now here's a Honeywell filter. It's $80 for one of them.
00:26:48.649 --> 00:26:53.729
And you can get the same thing on Amazon or at the at big box store for 50.
00:26:53.989 --> 00:26:57.889
It makes you it makes the customer think that you're that much more expensive
00:26:57.889 --> 00:27:02.049
in everything that you sell than what they could get somewhere else.
00:27:02.249 --> 00:27:08.309
And there's there is a lot of sensitivity around filter prices less than there
00:27:08.309 --> 00:27:10.169
is around a service call. Right.
00:27:10.629 --> 00:27:15.449
So we tried that for a while where we would put some margin on it and nobody
00:27:15.449 --> 00:27:20.769
ever bought it. And we would get objections and I'm like, I don't need objections
00:27:20.769 --> 00:27:23.729
on something I'm making $15 on.
00:27:23.869 --> 00:27:27.929
I just, I just want my customers to be able to get the right filter.
00:27:28.169 --> 00:27:32.949
And I really liked how you guys incorporated that in your platform, you know?
00:27:33.329 --> 00:27:38.269
100%. Yeah. If you create a friction experience on a thing, they think they
00:27:38.269 --> 00:27:40.509
know the value of, right?
00:27:40.729 --> 00:27:44.509
Imagine what you've just done when now you're telling them a big ticket price on something.
00:27:44.509 --> 00:27:48.929
And they're like, if this guy's trying to make extra money on a filter and I
00:27:48.929 --> 00:27:53.029
know that costs less, like, you know, how much can I really trust when he says
00:27:53.029 --> 00:27:56.849
it's a twelve hundred dollar fix for whatever he's telling me is wrong.
00:27:57.009 --> 00:28:00.229
Right. Do I trust that or not? Right. For sure.
00:28:00.849 --> 00:28:05.389
And yeah, I love that. So there are a lot of tools out there right now.
00:28:05.589 --> 00:28:09.369
You know, there's you guys have the sensors which are standalone.
00:28:09.369 --> 00:28:15.229
There's a million different thermostats and different apps you can download.
00:28:15.749 --> 00:28:19.209
You know, what's different about the way you guys do it?
00:28:19.748 --> 00:28:23.648
That you feel is actually delivering results for contractors over those other solutions.
00:28:24.028 --> 00:28:28.168
Yeah. I mean, I think a lot. Wes, why don't you, you chose to join our team
00:28:28.168 --> 00:28:31.408
fairly recently. You've been around the industry a while. What do you see?
00:28:31.988 --> 00:28:37.168
So I think just the holistic approach that we're taking with not only the sensors,
00:28:37.408 --> 00:28:40.288
but the homeowner experience is really the difference.
00:28:40.488 --> 00:28:45.148
Like I think there's OEMs that are trying monitoring to some extent,
00:28:45.428 --> 00:28:49.348
but there's a reason why they haven't really taken off with them because A,
00:28:49.448 --> 00:28:51.568
it's tied to the equipment itself.
00:28:51.808 --> 00:28:57.348
And B, there's not really much there for the contractor-homeowner loyalty piece.
00:28:57.488 --> 00:29:01.408
So the way SmartAC is approaching it, I think is, in my opinion,
00:29:01.608 --> 00:29:05.368
pretty game-changing for the industry just because it is not just the sensor.
00:29:05.728 --> 00:29:12.348
Like we are truly facilitating a better relationship between the homeowner and the contractor.
00:29:12.548 --> 00:29:16.348
And that's the end goal. Like I always tell people, I don't think we want the
00:29:16.348 --> 00:29:18.228
homeowners to know who SmartAC is.
00:29:18.228 --> 00:29:23.148
We want them to know who the contractor is and tying it to sensors that fit
00:29:23.148 --> 00:29:29.788
on any piece of equipment while also looping back to the loyalty piece is a huge differentiator.
00:29:29.948 --> 00:29:33.648
And when you're looking at like monitoring through a thermostat or something,
00:29:33.768 --> 00:29:37.528
that's a pretty hefty install, probably a bit more expensive.
00:29:37.548 --> 00:29:43.948
So I think that the install time is key benefit, but again, it's just the loyalty
00:29:43.948 --> 00:29:47.028
and how we're looking at it and redoing the membership programs.
00:29:47.028 --> 00:29:52.128
And the stories in the data, like 90 plus percent retention,
00:29:52.608 --> 00:29:56.628
40 to 50 percent conversion on new sales, as we talked about earlier.
00:29:57.228 --> 00:30:01.248
It's there in the bread and butter. Adding on to what Wes said,
00:30:01.568 --> 00:30:04.088
you know, we have, I mean, look, we've been at this for a long time, right?
00:30:04.108 --> 00:30:06.788
We were doing this for three years before people even knew we existed,
00:30:07.028 --> 00:30:11.088
gathering data from the field, doing homeowner surveys over a thousand people,
00:30:11.628 --> 00:30:15.268
taking really good, successful contractors saying, What could help your business?
00:30:16.288 --> 00:30:21.008
All of that has been put into what we are. And we've learned so much that we
00:30:21.008 --> 00:30:21.968
didn't really even think.
00:30:22.548 --> 00:30:29.808
We were worried that visible exterior sensors might be a negative to a homeowner.
00:30:29.948 --> 00:30:32.488
We knew it was the absolute fastest and best way to capture the data.
00:30:32.828 --> 00:30:35.528
You sit on a grill, it's magnetic, it takes no time.
00:30:35.908 --> 00:30:38.788
But we didn't know how the perception was. the funny thing
00:30:38.788 --> 00:30:41.908
is that visible sensor is
00:30:41.908 --> 00:30:44.848
what the homeowners think where all
00:30:44.848 --> 00:30:48.548
the intelligence is they will literally point
00:30:48.548 --> 00:30:54.728
right they'll point to the sensor and be like the sensor said my system is having
00:30:54.728 --> 00:30:59.768
issues can you please come out right they don't realize the massive amounts
00:30:59.768 --> 00:31:04.128
of data being crunched and all the sure and the intelligence but because there's
00:31:04.128 --> 00:31:07.068
a physical symbol of intelligence and like,
00:31:07.328 --> 00:31:09.268
you know, they think it's a smoke detector.
00:31:09.953 --> 00:31:15.393
Or it's a, it's a ring doorbell camera. It's a thing telling us what needs to happen.
00:31:15.693 --> 00:31:21.473
And so, so that's a, that's a big benefit in just psychology to have in a room
00:31:21.473 --> 00:31:27.453
versus behind the scenes, hidden, built in intelligence, like, like OEMs have.
00:31:27.693 --> 00:31:31.553
There's no physical symbol of, of intelligence there, even though they said,
00:31:31.633 --> 00:31:32.573
oh, this is a smart system.
00:31:33.173 --> 00:31:36.733
Right. It's, and so that, or, or just, you know, smart thermostat's been around
00:31:36.733 --> 00:31:37.853
forever. so people understand.
00:31:38.313 --> 00:31:42.173
Sure, it can tell me some stuff, but it's very different when they see that
00:31:42.173 --> 00:31:44.813
sensor and they see the sensor going in where the filter is.
00:31:44.913 --> 00:31:47.673
And that sensor says the filter is down to zero.
00:31:48.093 --> 00:31:53.673
So there's some really cool intangibles that exist beyond what Wes was describing,
00:31:53.853 --> 00:31:57.033
which I think he's totally spot on. We're wrapped in loyalty.
00:31:57.293 --> 00:32:02.333
Over time, contractors should spend tremendously less on marketing and get the
00:32:02.333 --> 00:32:05.453
same amount of revenue growth, it's just capture, right?
00:32:05.633 --> 00:32:08.593
And that's a key value that we're driving for every day.
00:32:08.733 --> 00:32:11.873
I was just going to say one more thing to add that I don't think we've talked
00:32:11.873 --> 00:32:15.713
about is that just like one of the things that's really appealing to me about
00:32:15.713 --> 00:32:22.113
what we're doing is from a mindset standpoint, you have traditional approach to these memberships,
00:32:22.253 --> 00:32:25.313
which we talked about earlier being multiple times a year.
00:32:25.553 --> 00:32:28.853
You're kind of saying the same thing. You need a new this, this, and this.
00:32:28.973 --> 00:32:35.173
But now when the contractor is able to go into the home with data equipped at
00:32:35.173 --> 00:32:38.613
their back, it's a much different story that they're telling.
00:32:39.013 --> 00:32:44.633
And it provides a lot more of a push for people to either upgrade if necessary,
00:32:44.813 --> 00:32:46.753
their system, get something replaced.
00:32:47.013 --> 00:32:51.393
It's actual data that they can bring equipped to the home.
00:32:51.573 --> 00:32:57.193
And it gives them kind of the home or more of a, oh, this person knows what they're talking about.
00:32:57.313 --> 00:33:00.673
It's not just them trying to sell me something else, which is what they're doing
00:33:00.673 --> 00:33:02.153
every time they're at my home.
00:33:02.533 --> 00:33:06.693
And so that's another thing I think that is really, really important to what
00:33:06.693 --> 00:33:12.433
we're doing. It's creating actual data behind what our partners are saying.
00:33:13.053 --> 00:33:17.493
Yeah, that's great. I mean, you have the recency bias of a homeowner if you
00:33:17.493 --> 00:33:22.733
go in and perform a maintenance when it's mild out, right? You ask them,
00:33:22.833 --> 00:33:23.873
how's the system been working?
00:33:24.073 --> 00:33:26.193
Oh, it's been working perfect. Well, yeah.
00:33:26.553 --> 00:33:29.673
I mean, but how did it work this past summer?
00:33:30.273 --> 00:33:33.173
I mean, how are they going to remember that? But if you have that data,
00:33:33.313 --> 00:33:35.513
that makes sense. Yeah, I like that.
00:33:36.033 --> 00:33:41.793
And, you know, similar to the filters for us, I couldn't put margin on a smart thermostat.
00:33:42.413 --> 00:33:47.013
Now, if I'm selling it with a system, then we can move some things around and
00:33:47.013 --> 00:33:50.793
we could just include it. But on a regular service call, we'd buy a,
00:33:50.893 --> 00:33:54.073
say, an Ecobee thermostat for maybe $200.
00:33:54.273 --> 00:33:59.733
I couldn't really sell those for $400 because similar to the filter, the customer would.
00:34:00.330 --> 00:34:04.270
Would look at that and go, hmm, this thermostat's $200.
00:34:04.790 --> 00:34:10.290
And sometimes I paid the same as what somebody could buy him from Best Buy for, right?
00:34:10.490 --> 00:34:14.290
And then that same psychological approach comes in where like,
00:34:14.350 --> 00:34:17.750
wow, he's doubling this for the thermostat price.
00:34:18.130 --> 00:34:24.370
What's everything else going to cost? And then I also, the thermostats are a
00:34:24.370 --> 00:34:26.310
source of callbacks, right?
00:34:26.490 --> 00:34:29.310
You know, a customer has their thermostat that they've had forever.
00:34:29.610 --> 00:34:33.210
And yeah, it isn't a smart thermostat, but it works. They understand how to
00:34:33.210 --> 00:34:34.210
work it. It's programmed.
00:34:34.490 --> 00:34:40.070
You put in a new thermostat, they don't know how to use it, and you could get some callbacks.
00:34:40.230 --> 00:34:45.210
So I always try to do things that would minimize the amount of callbacks.
00:34:45.410 --> 00:34:51.150
And that's why we wouldn't always change thermostats when we replace systems,
00:34:51.150 --> 00:34:54.670
if they had one that they knew and liked and would work fine.
00:34:54.670 --> 00:34:58.350
So that's why i like the add-on sensors personally yeah
00:34:58.350 --> 00:35:01.190
we that was our goal right we don't want anybody to have to
00:35:01.190 --> 00:35:04.210
change anything you know yeah you know the homeowner
00:35:04.210 --> 00:35:08.370
you don't have to make a choice right you just you're getting a repair you're
00:35:08.370 --> 00:35:10.630
getting a membership and it comes with sensors great you don't have to change
00:35:10.630 --> 00:35:13.770
anything you don't change thermostat you don't change anything with the system
00:35:13.770 --> 00:35:18.870
itself and and if your choice is to get a new you know a new system and it's
00:35:18.870 --> 00:35:22.170
going to be 12 grand or it's going to be 14 with all the new intelligence like
00:35:22.170 --> 00:35:23.430
that's a choice You're making a choice.
00:35:23.790 --> 00:35:28.390
We tried to make it to where it just folded into the natural course of business
00:35:28.390 --> 00:35:32.670
and customer behavior change is zero, you know, and bolts on any central air
00:35:32.670 --> 00:35:34.510
system, any OEM, any thermostat, it doesn't matter.
00:35:34.950 --> 00:35:40.590
Right. I have the sensor right here in my office and I'm looking at it and it's
00:35:40.590 --> 00:35:42.170
got a strong enough magnet. I have...
00:35:43.290 --> 00:35:47.090
Ceiling ducts and they have a nice magnetic register on them.
00:35:47.230 --> 00:35:49.130
And so it's still hanging on there.
00:35:49.710 --> 00:35:55.950
It does have a really, really strong magnet. It is. It's shockingly strong. It surprises people.
00:35:56.390 --> 00:35:59.630
Near earth magnets, right? They're real small, but they're really powerful.
00:35:59.950 --> 00:36:05.550
Yeah, yeah. No, for sure, man. So, you know, when a contractor has a legacy
00:36:05.550 --> 00:36:10.470
maintenance program and they're switching over to smart AC, do you guys have
00:36:10.470 --> 00:36:12.470
recommendations of best practices?
00:36:12.470 --> 00:36:17.130
I mean, would that be a good time to switch your program structure?
00:36:17.130 --> 00:36:21.610
So what you charge, what it's called, how often you come out, everything.
00:36:21.970 --> 00:36:26.330
Is there some templates that you can share with contractors so that they can
00:36:26.330 --> 00:36:29.650
utilize best practices and what's working for other shops?
00:36:30.070 --> 00:36:33.390
Absolutely. The strategy and how you build your program, you know,
00:36:33.490 --> 00:36:36.730
we've gotten to be very, very good about not only what's working,
00:36:36.850 --> 00:36:40.070
but sharing those things and creating these best practices. So for sure,
00:36:40.130 --> 00:36:43.030
that's a huge part about when you choose to do business with us,
00:36:43.170 --> 00:36:44.570
that's what we bring that to the table.
00:36:44.890 --> 00:36:48.630
So you get the value of all of our research anonymized, right?
00:36:48.670 --> 00:36:53.230
We don't share proprietary data because we just share what's working, right? Right. Yeah.
00:36:53.510 --> 00:36:57.550
But yes, completely. That's that's a big part of the very first part of,
00:36:57.650 --> 00:36:58.810
yeah, hey, I want to do business with you.
00:36:58.950 --> 00:37:03.170
Now what? We say, well, now it's time to talk about how your program is going
00:37:03.170 --> 00:37:07.710
to look differently to be able to take advantage of the benefits of getting
00:37:07.710 --> 00:37:10.950
higher, higher acquisition on the front side, higher retention.
00:37:10.950 --> 00:37:16.310
Not only that, we oftentimes, what ends up happening is it's the CSRs and technicians
00:37:16.310 --> 00:37:21.290
that are the happiest because these programs might be in place for a long time and it's stale.
00:37:22.050 --> 00:37:25.530
There's no excitement around selling it. The commission structure hasn't changed a lot.
00:37:25.670 --> 00:37:29.550
And so when we're doing this, we're showing them how much value is in these
00:37:29.550 --> 00:37:31.050
membership programs and saying,
00:37:31.170 --> 00:37:34.650
you need to increase the commission associated because it's worth it.
00:37:34.790 --> 00:37:39.050
If the energy is higher on the CSR side and the technicians are motivated to
00:37:39.050 --> 00:37:42.370
sell it and put it in, like you're going to be the beneficiary.
00:37:42.610 --> 00:37:46.070
So, you know, don't, don't penny pinch of $5 here, $10 here,
00:37:46.130 --> 00:37:47.530
like make it worthwhile.
00:37:47.750 --> 00:37:51.390
So a lot of times the, you know, they become our biggest fans after we roll
00:37:51.390 --> 00:37:52.670
out is they're like, this was great.
00:37:53.030 --> 00:37:56.090
We hadn't had a commission change in, you know, five years. And after this new
00:37:56.090 --> 00:37:59.070
program, now we're making more money and we're excited to, you know,
00:37:59.190 --> 00:38:00.250
to roll out this new program.
00:38:00.430 --> 00:38:05.490
So that's a, that's a side benefit. Nothing that, you know, we expected going in. Yeah.
00:38:06.290 --> 00:38:10.370
Well, I mean, as an operator, you know, technician buy-in and CSR and office
00:38:10.370 --> 00:38:14.670
staff buy-in is going to be the difference of anything being successful or not.
00:38:14.830 --> 00:38:17.930
You can never just say, well, I'm the owner and I just said so.
00:38:18.050 --> 00:38:20.850
That's why it's going to work, right? And you're right.
00:38:21.486 --> 00:38:28.406
More money for everyone, including them, does get you buy-in pretty strong.
00:38:28.706 --> 00:38:34.746
But yeah, I love that. I love that. So what does the onboarding process look
00:38:34.746 --> 00:38:39.086
like if a contractor were to book a demo with you guys?
00:38:39.146 --> 00:38:43.026
What's that look like if they were to go down that path? What we typically see,
00:38:43.266 --> 00:38:47.926
and I'll reserve this, this is for most, the largest, biggest enterprises that
00:38:47.926 --> 00:38:51.706
have PE influence and multiple levels of, you know, decision making,
00:38:51.866 --> 00:38:53.126
all that stuff can take a little longer.
00:38:53.266 --> 00:38:57.846
But we find that with most contractors, it's kind of a, you know,
00:38:57.946 --> 00:39:02.066
it's a two or three call process just to get to where they say yes,
00:39:02.226 --> 00:39:05.206
right? I want to do business with you. because it's not always with the owner
00:39:05.206 --> 00:39:07.766
or sometimes it's with the owner and he wants to bring the management team in.
00:39:07.926 --> 00:39:12.306
So we typically have a couple discovery calls, tell them what we do, talk about why.
00:39:12.506 --> 00:39:15.366
And then once they say yes, we've got a whole account management team,
00:39:15.646 --> 00:39:17.346
right? We call it our partner success team.
00:39:17.506 --> 00:39:23.866
They get ramped up and it is handheld, curated onboarding, training, and startup, right?
00:39:23.966 --> 00:39:27.026
And so we spend a lot of time doing that. We walk it through,
00:39:27.126 --> 00:39:30.126
we develop an individual project plan with every single company we work for.
00:39:30.326 --> 00:39:33.406
We say, okay, let's talk about your organization. What functions do you have
00:39:33.406 --> 00:39:36.106
in place? Who are the leaders there? We're going to build training programs
00:39:36.106 --> 00:39:37.546
and do that with each of them.
00:39:37.926 --> 00:39:41.026
Most of the time, we can accomplish all that remotely. And a lot of times we
00:39:41.026 --> 00:39:44.266
show up on site and do it as well. Technician training is super simple.
00:39:45.026 --> 00:39:48.426
There's no tools, no wiring. So that part of the training, it's mostly getting
00:39:48.426 --> 00:39:50.766
the technicians excited about selling a new plan.
00:39:51.146 --> 00:39:54.786
That's most of the training and rolling out winning incentives and stuff like
00:39:54.786 --> 00:39:58.346
that associated with it. The actual technical training part is super simple.
00:39:58.526 --> 00:40:03.006
So we have training that will can be as fast as a single day, right?
00:40:03.186 --> 00:40:06.346
Where from start to stop, where we're just doing different groups all throughout
00:40:06.346 --> 00:40:09.466
the day. And that happens on a Friday and they're launching on a Monday.
00:40:10.152 --> 00:40:12.832
And then we have other groups that they want to space it out.
00:40:12.952 --> 00:40:14.612
They want for a variety of reasons.
00:40:14.812 --> 00:40:19.552
They want to do one per day and may take a week or so. But it's it's extremely
00:40:19.552 --> 00:40:20.992
straightforward and very simple.
00:40:21.192 --> 00:40:23.992
I mean, if you if you have gone through the pain of putting in Service Titan.
00:40:24.232 --> 00:40:30.692
That is a 10 compared to number one of difficulty and onboarding and launch.
00:40:30.692 --> 00:40:33.752
You know service titan hacks community is so popular
00:40:33.752 --> 00:40:36.952
there's 9 000 people on it because service
00:40:36.952 --> 00:40:40.472
titan is so comprehensive and difficult
00:40:40.472 --> 00:40:43.692
for contractors to start up and start
00:40:43.692 --> 00:40:46.652
seeing traction on it that all the the
00:40:46.652 --> 00:40:49.952
add-ons and any of the other third-party things just seem so
00:40:49.952 --> 00:40:53.092
basic as far as onboarding goes compared
00:40:53.092 --> 00:40:56.152
to what what people have to do with service titan and i
00:40:56.152 --> 00:40:58.932
experienced that myself too it was it's not yeah
00:40:58.932 --> 00:41:01.772
definitely not a negative on service saying they they can't they
00:41:01.772 --> 00:41:04.672
can't make it super simple because it touches so much
00:41:04.672 --> 00:41:07.812
of the business in such depth right we we just don't have
00:41:07.812 --> 00:41:11.092
to have that interaction so we can be we could
00:41:11.092 --> 00:41:14.712
be much more surface level and a lot faster for sure so
00:41:14.712 --> 00:41:19.812
for the contractor who's listening who might feel overwhelmed what would you
00:41:19.812 --> 00:41:24.772
say to them where should they go book a demo as well i mean the the easiest
00:41:24.772 --> 00:41:27.492
place to start is our website there's a place you can go to the website you
00:41:27.492 --> 00:41:31.312
can enter your information and you can schedule a demo directly right there.
00:41:31.452 --> 00:41:36.032
It is a no effort, 30 minute call to walk you through exactly what we do,
00:41:36.112 --> 00:41:40.532
how we do it, why we do it, and what we hope to build with you and your business.
00:41:40.592 --> 00:41:43.452
This is not a, uh, save your business.
00:41:43.552 --> 00:41:47.492
If you, if you have a business that's going down, like we're not.
00:41:47.732 --> 00:41:51.172
We're not, that's, you don't want to call us for the hail Mary where we end
00:41:51.172 --> 00:41:54.152
up being best is businesses that are already successful.
00:41:54.858 --> 00:41:59.278
And they're looking for that, you know, that next level, that performance enhancing
00:41:59.278 --> 00:42:03.998
drug to take them from, you know, fifth place to gold medal.
00:42:04.158 --> 00:42:07.418
Like that's us because you're probably already using Service Titan.
00:42:07.578 --> 00:42:10.318
You're using all sorts of technology and tools. You're doing all the right things.
00:42:10.698 --> 00:42:15.978
You just haven't looked at your membership program. That's unfound treasures.
00:42:16.258 --> 00:42:19.838
Right. And that's what we help. Right. I'll do is to accelerate you into that
00:42:19.838 --> 00:42:23.298
last level of efficiency and something that just wasn't possible before.
00:42:23.298 --> 00:42:28.578
Yeah, I mean, if you're successful with a 25% close rate on memberships,
00:42:28.898 --> 00:42:34.538
I mean, 35, 45, 50% is going to be massive difference. It's huge.
00:42:34.718 --> 00:42:42.818
I get so much excitement out of showing people what that level of compounding growth is.
00:42:42.938 --> 00:42:47.498
When you're building on success every single year of a higher take rate and
00:42:47.498 --> 00:42:52.458
higher retention, it's unreal how quickly your membership plan grows.
00:42:52.458 --> 00:42:58.358
When you hold everybody and you convert that many more, the math really, really takes off.
00:42:58.598 --> 00:43:03.058
And when you're more profitable on your program from reduced truck rolls and
00:43:03.058 --> 00:43:08.318
better efficiency, it's just, I mean, it's a massive boost to the bottom line, right?
00:43:08.438 --> 00:43:13.958
That's what we get most excited about is the tools we're developing now to literally
00:43:13.958 --> 00:43:18.178
show contractors how much more money their membership program is making for them.
00:43:18.698 --> 00:43:22.458
Just by the use of our platform and the features associated.
00:43:22.718 --> 00:43:24.938
Like we have a thing called virtual visits.
00:43:25.338 --> 00:43:29.278
Instead of going to the home, a contractor can record a visit of them looking
00:43:29.278 --> 00:43:33.498
at the system remotely for the homeowner, talking about the details.
00:43:33.678 --> 00:43:36.678
They can be a video that's sent to the homeowner. So the homeowner is like,
00:43:36.738 --> 00:43:39.698
yeah, you're doing what you were going to do when you came out here,
00:43:39.738 --> 00:43:41.298
but I didn't have to take any time.
00:43:41.638 --> 00:43:43.978
I found out the same information in 90 seconds.
00:43:44.938 --> 00:43:48.558
And this is what I'm paying for. Right. Like, so it just it's really, really cool.
00:43:48.898 --> 00:43:53.558
The stuff that we've got. And again, this is it's just us listening to,
00:43:53.718 --> 00:43:56.438
you know, guys like yourself and to the industry and saying, what helps?
00:43:56.578 --> 00:43:59.418
What can we do? What's the next thing you can create a roadmap to make make
00:43:59.418 --> 00:44:00.858
your business more valuable?
00:44:00.858 --> 00:44:05.618
When the contractor goes to the demo with you, are you able to show him some
00:44:05.618 --> 00:44:10.518
of those metrics that you can like plug in to a calculator that says for your
00:44:10.518 --> 00:44:14.458
specific business, here's where you're at, where you're at on the memberships,
00:44:14.598 --> 00:44:15.638
here's where you'd like to be.
00:44:15.758 --> 00:44:19.338
And this is the kind of top line growth and bottom line growth you're going
00:44:19.338 --> 00:44:20.638
to get out of. Yeah, absolutely.
00:44:20.898 --> 00:44:25.638
Yeah, we built an entire economic analysis tool. So we want to make it as personal
00:44:25.638 --> 00:44:29.378
to your business, where you are today and where you want to go and then set
00:44:29.378 --> 00:44:32.058
those growth goals together. So we both know what we're chasing.
00:44:32.298 --> 00:44:37.818
Is there anything else that you guys want to go over and want to share with the listeners today?
00:44:37.818 --> 00:44:44.078
One other thing we may want to cover is, you know, I think a lot of our focus
00:44:44.078 --> 00:44:49.518
is obviously HVAC, but the way the sensors are built, because there is the water sensor,
00:44:49.798 --> 00:44:56.518
a lot of our contractors can now like leverage the sensors to get into the door for other trades too.
00:44:56.738 --> 00:45:01.558
So I think that might be like worth mentioning in some. This normal kit comes
00:45:01.558 --> 00:45:08.778
with a supply sensor, a return sensor, and a water leak detecting sensor, right?
00:45:09.398 --> 00:45:14.558
Yep. So what I did is in Ohio, when we had him in the basements,
00:45:14.878 --> 00:45:19.798
I would put the water leak sensor, you know, downstream that if the.
00:45:20.479 --> 00:45:24.499
If the coil were to back up or if the condensing furnace were to leak,
00:45:24.699 --> 00:45:26.799
it would run in and hit that sensor.
00:45:26.979 --> 00:45:32.759
So it stayed just a, oh man, very, you know, maybe an eighth inch off the floor or something like that.
00:45:33.039 --> 00:45:38.599
Yep. But then in Florida where I'm at, there's a pan underneath the air handler
00:45:38.599 --> 00:45:41.099
that I dropped the sensor in, which makes it easier.
00:45:41.859 --> 00:45:46.659
So if you're a plumber, you could put the sensors in a water heater pan.
00:45:46.659 --> 00:45:51.479
You could put them, you know, maybe by a washing machine, pretty much,
00:45:51.579 --> 00:45:54.859
pretty much anywhere. Is that where you usually see guys apply these things?
00:45:55.259 --> 00:45:58.919
Yeah. We've got multiple contractors in regions where, you know,
00:45:58.979 --> 00:46:02.439
they've got rooftop units or places where there's just no drain pan, right?
00:46:02.499 --> 00:46:06.179
So they'll repurpose it into, into water heaters or, or even ask the customer,
00:46:06.399 --> 00:46:07.499
you know, where would you like this?
00:46:07.699 --> 00:46:10.499
Where's your most leak prone thing and put in by a, you know,
00:46:10.579 --> 00:46:11.859
master basement toilet or something.
00:46:11.859 --> 00:46:18.239
You know, and then I think to Wes's point, what ends up happening is HVAC technicians
00:46:18.239 --> 00:46:19.599
are putting these things in,
00:46:19.799 --> 00:46:26.079
but 30 to 40% of the leads that are actually generated often end up being from
00:46:26.079 --> 00:46:32.699
the water related things, either the drain pan or from water heater or from a toilet sinks.
00:46:32.699 --> 00:46:38.559
You know, lots and lots of water issues that drive cross-sell opportunities with plumbing.
00:46:38.779 --> 00:46:42.959
Really, really powerful to do that. And so much so that a lot of our customers
00:46:42.959 --> 00:46:48.099
will put an extra water sensor on the plan for free just to try and pick up
00:46:48.099 --> 00:46:49.199
more water-based leads.
00:46:49.759 --> 00:46:54.439
So, I mean, even if you're not yet doing plumbing and you're an HVAC contractor
00:46:54.439 --> 00:46:58.899
in the future, you get these retention program going and you decide to add that
00:46:58.899 --> 00:47:02.059
vertical, then there's your leads from it.
00:47:02.819 --> 00:47:07.739
Built-in leads, right? You got a ready-made plumbing group ready to go.
00:47:08.259 --> 00:47:13.859
Yeah, that's great. And then if you are currently doing multiple trades and
00:47:13.859 --> 00:47:18.559
let's say you have someone only for HVAC membership, you can always book and
00:47:18.559 --> 00:47:22.219
run promotions to target it on your members in the app too.
00:47:22.439 --> 00:47:25.539
Like, hey, we also do plumbing, electrical.
00:47:25.899 --> 00:47:30.459
You can book us through the app. Maybe we'll give you comfort credits,
00:47:30.779 --> 00:47:35.219
you name it. So I think there's a lot of flexibility leveraging what we're doing
00:47:35.219 --> 00:47:40.139
to to get in with your already customer for other trades.
00:47:40.339 --> 00:47:44.759
OK, now we have to figure out a sensor for electricians to use.
00:47:44.879 --> 00:47:50.139
Right. So I have Emporia Energy Monitor in my house, which I got off Amazon.
00:47:50.139 --> 00:47:56.999
I have one for my full panel and one for my main panel. And it was a mess to
00:47:56.999 --> 00:48:00.219
install, though, man, if you see a photo of this, because there's an amp clamp
00:48:00.219 --> 00:48:02.539
on every single circuit.
00:48:02.879 --> 00:48:07.819
So if you open up the box, it's a mess. But it does tell me how much energy
00:48:07.819 --> 00:48:12.219
is used on every single circuit in real time. That way...
00:48:12.962 --> 00:48:18.602
I know why I have a $400 electric bill. Now, can I do anything about it? Absolutely not.
00:48:19.382 --> 00:48:22.382
I've tried, but that's just the way it is, man.
00:48:22.742 --> 00:48:26.402
So yeah, we'll figure out how to do electrical ones, but plumbing,
00:48:26.582 --> 00:48:30.902
those water leaks, that's so necessary and vital, especially for ones where
00:48:30.902 --> 00:48:32.622
homeowners are not home.
00:48:33.042 --> 00:48:38.762
You know, an AC goes out, that could be damaging, but water leaks will kill you.
00:48:39.022 --> 00:48:43.502
Can I add a little plug about the partnership program? Oh yeah, 100%.
00:48:43.502 --> 00:48:49.422
Amongst your audience, whether they're Service Titan users or vendors that listen
00:48:49.422 --> 00:48:55.122
to this podcast or see your channels, we are actively building out our partnership program.
00:48:55.562 --> 00:49:00.062
So A, we're looking for things that our customers care about that makes their
00:49:00.062 --> 00:49:04.002
lives better, values that we can provide through our product,
00:49:04.402 --> 00:49:08.702
connecting to their product, but also facilitating good relationships there.
00:49:08.702 --> 00:49:14.842
We have, as an example, a recent partnership that we brought on with a service Titan consultant,
00:49:14.842 --> 00:49:20.282
and we're bringing them into our onboarding phase to make sure that people's
00:49:20.282 --> 00:49:23.982
service Titans are set up adequately enough for memberships.
00:49:24.122 --> 00:49:27.762
So they're coming in through the onboarding, just doing like a quick pulse check.
00:49:28.262 --> 00:49:33.862
And that's like the type of value that we're trying to really bring to the partnership program.
00:49:33.862 --> 00:49:37.442
There's a lot of reasons why we have a partnership program, but ultimately the
00:49:37.442 --> 00:49:43.382
best programs out there can provide good value to the mutual customers that we both have.
00:49:43.522 --> 00:49:47.882
So if you have users, vendors that are listening, please reach out.
00:49:48.042 --> 00:49:49.942
Let us know what we should be doing.
00:49:50.162 --> 00:49:53.082
I am more than happy to try to build some of these partnerships.
00:49:53.842 --> 00:49:58.242
Setting up the memberships in Service Titan is surprisingly tricky,
00:49:58.242 --> 00:50:04.802
but once you get it right, it works great. It's just not super intuitive to set it up.
00:50:04.962 --> 00:50:09.042
Service Titan, hit or miss if they can help you. But I know the partner that
00:50:09.042 --> 00:50:14.602
you're talking about and they'll do a great job and get your service Titan rocking.
00:50:14.742 --> 00:50:16.802
And then they can do other things for you as well.
00:50:17.382 --> 00:50:22.482
Yeah. And the reality is I feel like people's service Titan is all set up also
00:50:22.482 --> 00:50:24.662
completely differently from each other at times.
00:50:24.902 --> 00:50:28.842
So it really having a pulse check in there through the process,
00:50:28.842 --> 00:50:34.662
it helps us launch the program with our customers a lot better, too.
00:50:34.942 --> 00:50:41.022
So, yeah, I think we are just looking from a partnership standpoint at value
00:50:41.022 --> 00:50:43.662
we can add there for our customers.
00:50:44.342 --> 00:50:48.242
Well, Wes and Andrew, thanks for joining me today. I really appreciate it.
00:50:48.982 --> 00:50:53.282
Oh, this is great. Yeah, thanks, Bill. I appreciate having you on. Thanks for what you do.
00:50:53.502 --> 00:50:56.722
You know, you built a great community here. And that's one of the things that
00:50:56.722 --> 00:51:03.202
I've really admired about the HVAC and the trades community is very supportive.
00:51:03.462 --> 00:51:08.442
Like guys like yourself who are successful, then exit out and stay in it.
00:51:08.622 --> 00:51:10.822
You know, like that's that's it.
00:51:11.082 --> 00:51:14.682
It's kind of rare, you know, like most people. dream about the day they get
00:51:14.682 --> 00:51:16.682
to walk away and leave it all behind.
00:51:16.862 --> 00:51:21.342
And so many people turn right around and get right back involved doing things like you're doing.
00:51:21.522 --> 00:51:25.662
So thanks for what you're doing, man. And appreciate the opportunity to talk about us a little bit.
00:51:26.142 --> 00:51:28.402
All right. Thanks, guys. Thanks for having us.
00:51:29.742 --> 00:51:33.922
Thanks for listening to the Home Service Hacks podcast. Be sure to subscribe
00:51:33.922 --> 00:51:37.822
on your favorite podcasting platform so you never miss a future episode.
00:51:37.962 --> 00:51:40.642
For more information or to connect with Bill.
00:51:40.842 --> 00:51:45.662
You can check us out on Facebook at Service Titan Hacks or visit our website
00:51:45.662 --> 00:51:47.902
at servicetitanhacks.com.
00:51:48.042 --> 00:51:49.502
We'll see you next time.