How to Get Your HVAC and Plumbing Booking Rate Above 55% - Michelle Myers

Michelle Myers has spent nearly a decade building Pink Callers, a remote customer service company that supports HVAC, plumbing, electrical, and other trades businesses with ServiceTitan-certified CSRs.In this episode of Profit & Grit, I talk with Michelle about one of the most overlooked parts of a home service company: what happens after the phone rings. We get into the difference between customer service and dispatch, why combining those roles can create problems as a company grows, and how missed calls and poor call classification can distort your booking numbers.We also talk about improving booking rates, using urgency lists, setting technicians up for success before they arrive, and where AI can support the front office without replacing the human experience customers still expect.What You Will Learn in This EpisodeHow Michelle grew Pink Callers into a specialized remote CSR company for trades businessesWhy CSR and dispatch are two different roles that should not always be handled by the same personWhen HVAC and plumbing companies may need to start separating customer service from dispatchWhy answering the first inbound call has such a big impact on booking performanceHow missed calls can quickly turn into lost opportunities and lost revenueWhy an 80 percent booking rate can be misleading if calls are not classified correctlyHow urgency lists can help save calls when the schedule is already fullWhy setting customer expectations before the technician arrives can improve the overall experienceWhere AI can help with call handling and follow-up without completely replacing human interactionWhy stronger systems, cleaner data, and better communication between the front office and dispatch matter as a trades company growsMore From Profit & GritBook your complimentary Financial Insight Session with Tyler Martin, fractional CFO for home services and the trades, here:http://profitandgrit.comLearn more at profitandgrit.comFollow the show for weekly interviews with HVAC, plumbing, and home service owners and experts who share what it really takes to grow, scale, and profit in the trades.If you listen to any of the following shows, we’re sure you’ll love ours too! To The Point Home Services Podcast, Toolbox for the Trades, Masters of Home Service, Home Service Business Coach With David Moerman, BlueCollar.CEO, The Home Service Expert Podcast, Next Level Pros, Blue Collar Business Podcast, Home Service Millionaire with Mike Andes, The Contractor Fight with Tom Reber, and Blue Collar Success Group.🎙️ Profit & Grit by Tyler Martin Real stories. Real strategy. Real results for service-based business owners.🔗 Website: ProfitAndGrit.com 📍 LinkedIn: linkedin.com/in/thinktyler 📸 Instagram & TikTok: @profitandgritTyler Martin, a fractional CFO for home services and the trades 📅 Want to grow your business with smarter financial strategy? Book a free intro meeting