Mike Barnhart

And it's becoming more and more repeat customers. And I don't know what the impact of selling 10,000 memberships a year really does for your future call volume. And I think I have a different view on memberships than most people. On average, we create about 200, 250 new members a week. People are like, how do you do that many a week? And we sell for the discount.

And it's becoming more and more repeat customers. And I don't know what the impact of selling 10,000 memberships a year really does for your future call volume. And I think I have a different view on memberships than most people. On average, we create about 200, 250 new members a week. People are like, how do you do that many a week? And we sell for the discount.

And then we retain them because they offer a good level of service.

And then we retain them because they offer a good level of service.

Yeah. But all these best practice groups are always like, no, don't sell it on the discount. Don't sell it on the discount. I'm like, why not? Like if I end up in three years with 50,000 members, do you know how strong that makes me as a company?

Yeah. But all these best practice groups are always like, no, don't sell it on the discount. Don't sell it on the discount. I'm like, why not? Like if I end up in three years with 50,000 members, do you know how strong that makes me as a company?

You know what I mean? Does that make sense? I do. And as a CFO of the company, incentive plans have always been one of my biggest things that I focus on. So our strategy has always been, why can't we pay the best and be the best company at the same time? Right. But for anybody that's not using Configurable Payroll and Service Titan, start using it.

You know what I mean? Does that make sense? I do. And as a CFO of the company, incentive plans have always been one of my biggest things that I focus on. So our strategy has always been, why can't we pay the best and be the best company at the same time? Right. But for anybody that's not using Configurable Payroll and Service Titan, start using it.

It creates visibility for your technicians to understand how they're going to get paid, when they're going to get paid, what they're going to get paid every single week. And, you know, you can really design pretty good incentive plans through configurable payroll.

It creates visibility for your technicians to understand how they're going to get paid, when they're going to get paid, what they're going to get paid every single week. And, you know, you can really design pretty good incentive plans through configurable payroll.

We are.

We are.

We tested Lace AI, and then we ended up adopting it in the entire call center because it is a really good coaching. It teaches even the reps how to be better. I did just hear from Service Titan on Friday of last week that they used to have this feature called Second Chance Leads.

We tested Lace AI, and then we ended up adopting it in the entire call center because it is a really good coaching. It teaches even the reps how to be better. I did just hear from Service Titan on Friday of last week that they used to have this feature called Second Chance Leads.

But there was only a few on Phones Pro, and they just opened it up to everybody.

But there was only a few on Phones Pro, and they just opened it up to everybody.

Yeah, and some of them probably aren't financial, to be honest. Some of them are more operational. But definitely, I'm always looking at the quality metrics. So we're looking at recall rates. We're looking at how many members are we rebooking or canceling. How many canceled calls do we have? Those are what I call the quality metrics. You're looking at your reviews every week.

Yeah, and some of them probably aren't financial, to be honest. Some of them are more operational. But definitely, I'm always looking at the quality metrics. So we're looking at recall rates. We're looking at how many members are we rebooking or canceling. How many canceled calls do we have? Those are what I call the quality metrics. You're looking at your reviews every week.

Every week we get about 360 reviews right now on average. We have about three that are under four stars. You're addressing what those quality measures are up front. I heard you say you're going back to all your one, two, and three star reviews to try to fix them. I will say that some of them are more around our radio ads.

Every week we get about 360 reviews right now on average. We have about three that are under four stars. You're addressing what those quality measures are up front. I heard you say you're going back to all your one, two, and three star reviews to try to fix them. I will say that some of them are more around our radio ads.