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Customer called me screaming.
"Your crew tracked paint through my entire house. There are footprints on my hardwood floors. This is unacceptable."
My stomach dropped. I apologized. Said I'd be there in 30 minutes. (Those drives are the worst, IYKYK)
Drove over preparing for disaster. Playing out the conversation in my head. Thinking about how much this was going to cost to fix if it didn't come up.
Walked in the door.
The "footprints" were three small drops in the hallway that someone had stepped on and left a track. Maybe the size of quarters.
Now here's where most contractors mess up.
They get defensive. "Ma'am, that's barely anything. We'll wipe it up, no big deal."
That's how you turn a small problem into a mess.
Instead, I got on my knees. Looked at the spots closely.
Nodded seriously.
"You're absolutely right. This shouldn't have happened. I'm going to clean this up personally right now, and I'm going to have a conversation with my crew about protecting floors better."
Spent 10 minutes wiping up spots that would've come off with a wet paper towel and a special cleaning solution for wood floors that I picked up on the way.
She watched me do it. Her whole demeanor changed.
"Thank you for taking this seriously. Most contractors would've just argued with me."
Left with a hug. Got a 5-star review the next day. She's referred us twice since.
The spots weren't the problem.
Her feeling heard was the problem.
Most "difficult customers" just want to know you give a damn.
Could my crew could've fixed it? No. They made the mess.
They lost her trust.
Get on your knees and wipe up the spots.
Humble servant always wins.
Just setup a $5M per year house painting business with @routemize - 2 sales reps, 40 appointments per week, now automated and they're able to instantly schedule. We're also installing the voice agent, and cutting their after-hours support bill from $400/m to $0 because it's already included in their plan.
legend. Would've done the same without thinking twice.
A 5-year-old girl plunged 49 feet from a moving cruise ship into the open ocean. Her father heard his wife screaming and raced toward the railing, only to discover that their daughter was gone.
It happened aboard the Disney Dream near the Bahamas, where a family vacation took a terrifying turn when the little girl fell from the shipās fourth deck.
When her father realized what had happened, he jumped overboard after her, plunging nearly 50 feet into the ocean. But when he surfaced, he couldnāt see his daughter anywhere.
He began desperately calling out for her, searching the water until he finally heard her calling back. He swam toward her and managed to reach her, but they were still stranded in the open ocean as the massive cruise ship began turning around.
For roughly 20 minutes, he kept his little girl afloat, holding her above the water until a rescue boat finally reached them and brought them back to safety.
Both survived, although the father suffered two fractures in his spine from the fall.
It takes an incredible amount of courage to jump nearly 50 feet into the open ocean, not knowing what awaits you below. But this father didnāt hesitate to put his own life on the line for his little girl. Thank God they both made it home.
If you recommend a really strong tax strategist who specializes in S-corp business owners please have them reach out to me. Ty
Just dropped my audio book on my podcast! Itās free.
open.spotify.com/episode/2xLā¦
Y combinator is backing a new software that will allow home service sales reps to record themselves and coach them through the sale. Imagine going to your car after meeting with a homeowner asking this thing to help you out because it's 'halftime'. Not everything needs AI.
Hired 3 new painters in the last 14 days. Took 6 weeks of sifting through applicants, 20 phone interviews, 12 in person interviews.
I didnāt do any of it and I havenāt met any of them.
My GM did and I couldnāt be happier about it.
W post. Especially in skilled trades like deck, installation, custom work. These quotes take time because thereās so much room for error. You may just win by being the fastest to send the quote.
How Iāve Used AI to Generate a Few Hundred Thousand Dollars in New Revenue in 4ā6 Weeks
I have a story about how I have used AI coupled with changed human behavior to drive a significant change to business results in my business and very much increase the top line.
I am a vocal critic of useless masturbatory vibe coding and applications of AI which do not actually meaningfully change business outcomes in any way (If youāre new here)
But
Iām also simultaneously an avid user of AI, praying that somehow the gods of superintelligence will rescue my meager profit margins and save me from the permanent underclass.
Hereās something Iāve done over the past 4ā6 weeks that has added a few hundred thousand dollars in top-line revenue to our business.
The Problem
My current cardinal sin as a business owner is that I allow proposals to stack up. I do site visits, and Iām unable to turn around a bid in a timely manner.
The way you ACTUALLY solve this problem is by simplifying your service offering as a business, so you can provide pricing on the spot and do a one-call close (aka sit down at the kitchen table and hammer out a contract with a client).
Iām dumb, and Iāve designed a business that is too complex to be able to provide that (at this time). As a side note, caveat: Iām working on rearchitecting everything so that we get there, but weāre not there right now.
At the moment, weāre living the experience that most contractors fit into:
1. You get a call.
2. Somebody says, āHey, can you come out and look at this and give me a price for how much it would cost to do it?ā
3. You go out, look at the job, take some measurements, and write down the scope.
4. You try and figure out how much itāll cost, and then you go back to the client with the pricing.
This takes forever, is super inaccurate, is a horrific experience for everybody involved, and is the reason why itās hard to get contractors to come out and itās hard to get proposals out of them.
Itās not because they hate money or because theyāre bad at their job. Itās just that trying to reinvent the wheel every single time you put a proposal together is an impossible exercise.
As the contractor or service provider, youāre terrified of providing the wrong price because, if you give the wrong price, it ends up being, at worst, a bad experience. It is, at best, a bad experience for the client, and at worst, itāll put you out of business and into litigation or something of the sort.
So you get stuck on perfection, and as we all know, perfection is the enemy of good, and the bids pile up.
We get 5 to 7 leads a day, and there are times when Iām running 3 to 5 sales meetings per day. As you can imagine, if thereās any level of complexity to those jobs, itās just an impossible exercise.
You end up having clients calling you every single day, texting, asking, āWhereās my proposal?ā They think youāre ghosting them when, in reality, youāre just trying to do your best to somehow deliver projects while also pricing new projects and figuring out how to keep everything together at the seams.
Hereās how Iāve used AI (credit where credit is due) to go from perfection paralysis to a good-enough output, and how itās driven multiple six figures of revenue for us here at West Coast Deck.
The Tools
Iām not using some sort of crazy technology stack. Iām not even using any of these MCP connectors or API connectors. I still donāt know what an MCP is. I donāt even know what an API is, so I donāt have the ability to figure any of that stuff out. Which means that if I can do this, you guys can probably figure it out too.
The tools Iām using are as follows:
* Quo w recording
* A Plaud Pin Pro
* A ChatGPT Pro subscription
* A PolyCam subscription
* A Company Cam subscription
* A Stanley Fat Max 30 ft. tape measure
Hereās What I Do
The first thing is, I capture all transcripts of phone conversations and email traffic that weāve had with the client.
Next, I drive to the site. I park outside, and I turn on the plot plan. I start narrating. I say, āHereās the address. Iām at 123 Main Street. This is Tom and Judyās house. They have this type of deck project with this type of scope. Iām about to walk into the site and do a job walk and review the work.ā
Then I start the meeting. I tell the client Iām using AI tools to record, and then I essentially do a very verbal job walk and interview with them.
I ask them a lot of questions about what they want to get done, and then I intentionally regurgitate back to them everything that theyāve said. I discuss my findings on the job site with them. I talk through different things. I pull measurements with my tape measure, say the measurements out loud, and talk through the universe of outcomes and options. I talk about materials. I try to be as verbal as possible, knowing that my AI recorder is capturing everything.
Now, here is part of why I think this has been so effective for our business.
The forcing function of me going through all of the options and being super verbal helps to create expectations with the client, help them understand what will happen, what might be possible, and what the general job scope is. Itās forcing me to be overly communicative with prospects.
Before I leave the job site, I take a Polycam 3D LiDAR scan of the entire backyard, which is useful for taking measurements and referencing later if I need to look at details.
I also then open Company Cam, and I do a video walkthrough where I reiterate everything that we just reviewed with the client on video. Itās like triPLICATE information: recording what scope is, what needs to happen, and what the next steps are.
After the Site Visit
The next step is:
1. I say goodbye to the client.
2. I go out to my truck, sit down, and talk to the Plod pin a little bit more about anything that wasnāt appropriate to discuss in front of the client or that maybe I missed and that I need to capture.
3. I end the recording.
4. I transfer the data from the Plod pin into the Plod app.
5. I copy the transcript from the recording into ChatGPT.
At that point, Iām also adding any previous transcripts from Quo, any pictures that theyāve sent us, any videos that theyāve sent us historically, and any additional information.
There are three more things that happen in the process:
1. I send a recap email to the client with next steps.
2. I generate a scope of work and proposal.
3. I reference our historic library and universe of proposals for pricing.
My Super Scientific AI Prompts
Normally, you have to buy my course to get my super scientific AI prompts, but Iāll give them away for free here.
The first prompt is this:
Please write a site visit recap email based on these transcripts and information, and send it to the client.
Took me months and months to come up with that prompt. Should make you millions of dollars
Even just that little step has made a huge difference in the customer experience. Literally 5 minutes after the site visit, they get a super detailed email from me recapping everything, talking about next steps, and what the project experience will be like for them.
The next prompt is also probably worth millions of dollars. Please feel free to steal it.
Please write a construction proposal based on the site visit transcript and all the information. Reference my previous proposals.
And it spits out something that honestly is plenty good enough to sit down and review as a client.
The next step is: you can ask it to reference pricing from previous proposals, or you can just look at your price book and manually input pricing into the detailed proposal.
The Results
I canāt wait for all the comments from people saying, āOh, you should do this better.ā Thatās part of why I post this kind of stuff, because I want people to tell me how to do it better.
We already have a V2, V3, and V4 of this planned, but this has first concept already resulted in a couple hundred thousand dollars in initial sales in just 4 to 6 weeks.
Anybody could figure this out. It does not take any sort of AI wizardry. Itās just basic, rudimentary tools that are available to anybody.
Provecho! (Happy hunting)
Doing a demo of Routemize, guy gets on and I ask how he heard about it
He said he's been following me for a while and held up my book on the screen.
Really cool man. Really cool.
Some recent insights I've had while talking to contractors is limiting beliefs. I know you've heard this many times, but the reality of the situation is there are two types of people: those who are either pessimistic or optimistic about their future.
This has to be the number one determining factor with someone seeking success in any endeavor, but business specifically, because the very nature of business is risky. You already have the world going against you, and if you follow that current with negative thinking patterns, then you'll just float in the direction of the natural, which is failure.
However, optimistic thinking, which I like to refer to as faith, is supernatural, which means it goes against the grain. Having a positive mindset about the future allows you to make decisions that positively impact your results over time on a repeated basis.
Those decisions can be as simple as whether or not to invest in marketing, the belief that good help in terms of employees are out there, or that finding the right coach could be a big shift in your trajectory.
But when I talk to someone with negative thinking, it's almost as if they want themselves to fail because they believe it so much. And if I know anything about life and business, anything that you repeatedly think, so too it shall be. So watch your thoughts, watch your words, have faith, and press forward.
Can your customer self schedule their estimates at 8:15 PM? If not, you need @routemize - Join 300 fast growing home service companies!
Tanner Mullen | Biz Ops retweeted
7/9 š§µ
Painting
How one company reaches a 24% net margin at $6M, collecting 50%+ deposits, using progress payments, and closing jobs on the spot.
With posts from @Tannermullen @AlexLathery @Jaredkotter @jadslim_
homeservicebase.com/digest/pā¦
Incredible workflow installed by this concrete coating company. Unreal. Their conversion rate is through the roof.
Theyāre using Routemize.com to instantly schedule leads right off of the feed.
Your customers have to wait until Monday to schedule. Mine don't. @routemize
LETS GO! Just signed up a $3M/YEAR painting company with FOUR salespeople to @routemize
In no planet would they be able to let their customer instantly schedule, here's why:
1 Rep is really good at cabinet estimates, while others don't do them.
2 Reps are really good at exterior estimates, while the other 2 don't do them.
1 Rep only works Saturdays while the others don't
1 Rep only does commercial estimates, while the others don't
We set the entire system up in 60 minutes!
Word will get out soon. Routemize is the future of home-service booking!
We are about to update the AI voice agent in @routemize and tbh this might put us on the map. Itās so good itās not even funny.














