More Revenue
Home Built in 1991
35-year-old home. Likely original drain lines. Depending on the area, could be cast iron, galvanized, or early PVC. Age alone makes this more than a simple clog.
New Customer
First time calling. She's frustrated — she's tried to fix this herself and it keeps coming back. Membership conversion and trust-building opportunity.
Recurring Slow Drain
Not a one-time clog. This has been building for months. A recurring drain issue in a 35-year-old home could mean grease buildup, root intrusion, or deteriorating pipe — not just a blockage.
Hidden Opportunity
A band-aid tech snakes the drain for $200 and leaves. A diagnostic tech runs a camera, finds the real issue, and turns this into a $1,500–$4,000+ drain repair or repipe conversation.
“Marcus is the most thorough tech on our team. He presents over 5 options per call — way more than anyone else. He gives customers every possible choice so they can make the best decision. He's also had 41 sales opportunities this month, the most on the team. He's always working.”
But is giving a customer 5+ options actually helping them decide — or making it harder? Let's check the numbers.
The Feeling
“Marcus presents 5.44 options per call — the most on the team. He's thorough and gives customers every choice.”
The Data
Marcus: 5.44 options/opp, $1,091 avg sale, 68% close rate. Travis: 3.18 options/opp, $1,509 avg sale, 74% close rate.
More options isn't thoroughness — it's decision fatigue. When a homeowner sees 5+ choices on a tablet, they freeze. They pick the cheapest option, or they say “let me think about it” and you never hear from them again. Travis presents 3 focused, well-positioned options and the customer actually picks one — usually a higher one. Fewer choices. Faster decisions. Bigger tickets.
Convert a New Customer to a Member
She's frustrated and she's tried to fix it herself. That means she's invested in a solution. If the tech earns her trust, a membership is the natural next step. She doesn't want to deal with this again alone.
Diagnose the Root Cause
A drain that keeps getting worse over months isn't just a grease clog. A camera inspection could reveal root intrusion, bellied pipe, or deteriorating cast iron. The right tech goes deeper than the snake.
Present Focused Options That Convert
The goal isn't to give the customer 5 things to think about. It's to give her 2–3 clear options that make the right choice obvious. Good/better/best — not a menu that needs a table of contents.
Honest read: Marcus converts memberships at a higher rate. Credit where it's due. But membership conversion is one metric — and the revenue gap between these two techs is massive. A membership without a strong ticket is nice. A strong ticket with a membership is the goal. When the full picture points one direction this clearly, one metric doesn't override the rest.
Not Close
Assess the Opportunity
New customer. 1991 home. Recurring slow drain that's been building for months — not a one-time clog. Membership conversion is the primary objective. Diagnostic upsell potential is high: camera inspection could reveal root intrusion, bellied pipe, or failing drain lines worth $1,500–$4,000+.
→ Training Guide §3: Reading Jobs for Profit PotentialEvaluate Available Technicians
Pull the scorecards. Don't equate “most options presented” with “best closer.” Compare average sale, close rate, revenue per hour, and membership conversion. More options can mean more confusion for the customer — not more revenue for the company.
→ Training Guide §5: The Success TrackerMatch and Assign
Travis: $648/hr, $1,509 avg sale, 74% close rate, 3.18 options/opp, zero recalls. Marcus: $399/hr, $1,091 avg sale, 68% close rate, 5.44 options/opp. Travis generates $249 more per hour with fewer options and a higher close rate. Send the tech who converts, not the one who presents the most.
→ Training Guide §6: The Assignment Decision TreeBetter Choices Fill the Invoice.
The Dispatching for Profit Question
Before you assign any job, ask yourself: What is the goal of this call, and which tech gives me the best shot at achieving it?
Marcus presents 5+ options and the customer picks the cheapest one — or says “let me think about it.” Travis presents 3 focused options, the customer picks the middle or top tier, and you've got a $1,500 ticket with a new member attached.
Same call. Same slow drain. One tech generates $249 more per hour than the other. The difference isn't who works harder. It's who presents smarter.
Right tech. Right job. Right outcome.