By Jenny Benbrook Home service contractors put serious money into field service management (FSM) software and other digital tools, expecting them to streamline operations, boost profits, and create a better experience for both technicians and customers. But too often, they fall into the “perceived efficiency” trap, assuming that just having the software in place will Read more
Sales

By Jenny Benbrook
Home service contractors put serious money into field service management (FSM) software and other digital tools, expecting them to streamline operations, boost profits, and create a better experience for both technicians and customers. But too often, they fall into the “perceived efficiency” trap, assuming that just having the software in place will deliver results.
The reality? Without a strategic approach to budgeting, implementation, training, and ongoing management, that investment can become an expensive headache instead of a game-changer. Technology should serve the business, not the other way around. The right tools, aligned with business goals and managed effectively, can maximize efficiency, improve workflows, and drive real revenue growth.
Why Implementation is Just the Beginning
FSM platforms like ServiceTitan and FieldEdge are powerful tools that can transform a business—when properly set up, used, and maintained. These platforms provide insights into operations, from tracking inventory and equipment maintenance to optimizing technician scheduling and following up on unsold estimates.
Take unsold estimates as an example. Contractors spend a fortune on marketing, lead generation, and technician dispatch just to get an estimate in front of a potential customer. But if that estimate isn’t followed up on, it’s money wasted. Leveraging FSM software to track, automate follow-ups, and increase close rates can unlock millions in revenue, turning lost opportunities into booked jobs.
But software success doesn’t stop at implementation. Without a proper training plan, standardized workflows, and dedicated oversight, even a well-implemented system can fall apart. Poor training leads to inconsistent usage, undocumented workflows create confusion, and a lack of tech stack management causes inefficiencies that negate the software’s benefits. A tool is only as good as the process it supports. If you don’t have a plan, technology just becomes another expense.

Common Roadblocks to Long-Term Software Success
Many contractors struggle with software adoption and optimization due to several key challenges:
Time Commitment: Learning a new platform takes time, and so does training a team to use it correctly. Without dedicated effort, even the best software won’t deliver its full potential.
Change Resistance: Asking a seasoned team to adopt new workflows can be tough. People get comfortable with how they work, and changing that, even for the better, can be met with pushback.
Lack of a Clear Plan: Many businesses invest in software without defining what success looks like. Without clear goals, implementation lacks direction, and the software’s value isn’t fully realized.
No Dedicated Tech Stack Management: Software is not a one-and-done purchase, it requires an ongoing financial commitment for optimization, training, and troubleshooting. Without a dedicated resource to manage the tech stack, inefficiencies and outdated workflows can creep in, reducing ROI.
Overwhelm from Too Many Tools: Contractors are drowning in technology options, with too many tools and no strategy. The greatest risk isn’t adopting technology too quickly, it’s adopting it without intention.
Getting the Most Out of Your Investment
To avoid these pitfalls, contractors should approach software implementation and long-term success with a structured plan. Here’s how to start:
Set Specific Goals – Identify what you want to achieve with your software. Are you trying to increase technician efficiency? Reduce inventory waste? Close more estimates? Improve customer communication? Define success in measurable terms.
Dedicate Financial Resources – Contractors should allocate 2-5% of projected annual revenue toward technology. This budget should not only cover software licensing but also implementation, training, ongoing support, and a dedicated internal or external resource to manage the tech stack. A clear roadmap prevents wasted time and money. Technology adoption should be intentional, seamless, and impactful.
Develop a Standardized Training Plan – A good implementation won’t matter if your team doesn’t know how to use the software correctly. Learning technology is not a one-and-done activity. Establish a structured training process, provide documentation, and offer continuous learning opportunities to keep employees up to speed.
Document and Maintain Workflows – Standardized processes ensure that every team member is using the software consistently. Powerhouse Consulting Group provides a structured, step-by-step approach to technology adoption with a technology playbook to ensure proper implementation, set expectations, process documentation, training, and more.
Invest in Ongoing Optimization – Success requires ongoing optimization, not just a one-time setup. Technology changes daily, and businesses need structured validation, tracking performance, optimizing workflows, and driving measurable results over time.
Why Professional Guidance Pays Off
Contractors don’t expect customers to install HVAC systems or electrical panels without professional expertise, so why should software be any different? FSM consultants spend thousands of hours mastering these platforms, learning the best configurations, workflows, and integrations to maximize their value.
Trying to implement a major system without expert help is like wiring your house without an electrician. You might get some lights to work, but it won’t be safe, efficient, or built to last. Powerhouse Consulting Group is the trusted guide for technology adoption, ensuring that tools are used efficiently and effectively. We don’t just vet and implement tools; we teach contractors how to maximize their value.
Final Thoughts
The future of the trades isn’t just about fixing what’s broken, it’s about anticipating what’s next. The industry is shifting toward data-driven decision-making, and contractors who strategically implement technology now will lead in the next 5-10 years. Investing in technology isn’t just about tools, it’s about building a scalable business.
Powerhouse isn’t just a consultant; we are a strategic partner helping contractors scale and thrive. Our hands-on, business-first approach ensures that contractors get real value from their technology investments. There is no easy button, but contractors who put in the work and follow the right process will build sustainable, profitable businesses.

Jenny Benbrook is the founder and CEO of Powerhouse Consulting Group. Drawing from more than 20 years of experience in the skilled trades, Jenny provides strategic coaching and consultation for home service businesses seeking to make the most of their software investments. Powerhouse Consulting Group is the first and only ServiceTitan Titanium Partner, and also provides in-depth expertise regarding FieldEdge. More information is available at mypowerhouse.group.

By Chris Hondl, Nexstar Network Sales Coach Before I got into sales, I was a teacher. I taught for five years at the elementary level. My wife was also a teacher. At the time, we were newly married, with no kids, and looking ahead to how we were going to afford kids, buy a house Read more
By Chris Hondl, Nexstar Network Sales Coach
Before I got into sales, I was a teacher. I taught for five years at the elementary level. My wife was also a teacher. At the time, we were newly married, with no kids, and looking ahead to how we were going to afford kids, buy a house, and put together all the other pieces that come along with the American Dream.
Unfortunately, our two little teacher paychecks didn’t add up to making that happen. So, I took a stab at getting a second job. I had seen advertisements for the Minnesota School of Bartending and I decided to enroll, with hopes of teaching by day and bartending on nights and weekends. I went through the program and achieved the lifetime certification, which proved I had mastered how to make more than 100 of the most popular cocktails and knew about all the top brand-name liquors.
That was almost two decades ago, and I have yet to make a single drink as an official and employed bartender. In fact, if you were to ask me for any of those 100+ drinks I am “certified” to make, the only one I think I would be able to make you would be one of the simplest: a rum and coke.
You see, I never adopted my newfound bartending skills into practice. I learned the skills, but I never used what I learned afterward.
We see the same thing in our own businesses, don’t we? We send an employee to a session, and they gain all of these new skills and ideas, and then what? They come back to work. And if we don’t actively apply what your employees learned in the field, it’s eventually as if the session never happened. What a waste of time and money!
Recently, I asked the 40+ previous attendees of the Sales Objection Bootcamp about the effectiveness of the bootcamp.
The results I got back from the attendees, four months after the session occurred, generally fall into three buckets:
- We haven’t done a thing with the information we learned at the Sales Objection Bootcamp since we left, and we’re seeing the same results we were getting before the training.
- We realized we have some process issues to fix before we continue with what we learned in the Sales Objection Bootcamp.
- We are following the plan we learned and seeing amazing results!
These answers aren’t in the least bit surprising. It’s just like me and my experience with bartending school. Had I attended the school and then immediately gone out and begun bartending, the skills I had learned at school would have become second nature and helped me realize my goal of making money as a bartender. But since I never practiced what I learned, I ended up in the same place I was in before I attended bartending school: with no results, not retaining what I had learned, and not making money as a bartender.
Participating in the bootcamp is only half of the journey. Putting what you learn into practice is the other, more important half.
There are a lot of sales-focused training courses out there for our industry. Take time to identify the right one for you and your team. For example, the Sales Objection Bootcamp we’ve developed here at Nexstar is an intensive three-day session where your dedicated sales coach comes to your location and works with your team to master their presentations and objections such as: Price, Spouse, Shopping Around and many more.
Want proof that it all works? Here’s feedback from a member who is following the plan and currently seeing incredible results:
Nathan Andreas, owner of , attended Sales Objection Bootcamp with his sales team. Since returning home and practicing what they learned, their closing rate has gone well above their budgeted goal, with one salesperson averaging 69% closing on tech leads and 55% closing on marketed leads. Nathan says the take-aways that have been key to their success are:
- Buying into having a strong sales process before presentation
- Maximizing skills-practice
- Clarifying the objection
- Digging deeper to uncover the real objection
- Using a trial close prior to asking for the sale
- Riding along with his team
So! Are you ready to dramatically increase your sales in FY25? It will take commitment and follow-through. Otherwise, would you prefer to keep getting the same results you’ve always gotten?
Chris Hondl serves as one of two Sales Coaches at Nexstar Network and has more than 15 years of experience in coaching, training, and sales. If you are a Nexstar member and are prepared to implement what you’ve learned in the Sales Objection Bootcamp, contact your Sales Coach for an assist. If you’re not a Nexstar member, but you’re curious to learn more, click here.

Based on survey responses, the report covers how text messaging is being used in business communications today, predicts where the market is heading in the next 12 months, and explores what challenges and opportunities this creates for businesses. 70% of people say texting is the fastest way to reach them. That’s just one of the Read more
Based on survey responses, the report covers how text messaging is being used in business communications today, predicts where the market is heading in the next 12 months, and explores what challenges and opportunities this creates for businesses.
70% of people say texting is the fastest way to reach them. That’s just one of the many findings in the 2024 State of Business Texting Report published today by Text Request, the industry-leading business messaging platform. The report, anchored in more than a thousand survey responses, details how organizations are texting with customers and employees, what trends to expect over the next calendar year, and what opportunities this creates for businesses.
“Rather than blasting out promotions to subscribers, which can be very effective, most organizations are using text messaging for everyday conversations and to replace phone calls,” says Text Request VP of Marketing Kenneth Burke, who led the survey and analysis. “Businesses are seeing that text is the most effective way to connect with customers and employees quickly and get a response, so they’re taking advantage of that opportunity for everyone’s benefit.”
Significant findings in the 2024 State of Business Texting Report include:
- 74% of people read every text they get
- 54% of organizations say text message is the most effective channel for getting a response
- 75% of organizations are texting for customer service
- 87% of consumers want to receive texts about appointment scheduling and reminders
- 66% of people get 20 or fewer texts per day—far less than the average email count of 156—making text a great way to stand out in communications
“If you’re going to reach someone quickly, you’ve got to text them,” says Text Request CEO Brian Elrod. “That’s something we’ve all felt, and this data supports that experience. Think about how helpful it is to be able to reach everyone immediately, and get a response. You can get twice as much done in half the time, cut costs, and increase revenue. That’s the trifecta.”
The report goes on to show how this data can be applied throughout organizations for customer service, sales, marketing, hiring, and more. To view the complete report, go to: https://www.textrequest.com/ebooks/state-of-business-texting-2024

One of the biggest things a home service professional needs when it comes to growing their business is great customer service. And that is where more and better sales will happen. Happy customers, when it comes to home services, are repeat customers. But what else can you do to sell more? First Impression No matter Read more
One of the biggest things a home service professional needs when it comes to growing their business is great customer service. And that is where more and better sales will happen. Happy customers, when it comes to home services, are repeat customers. But what else can you do to sell more?
First Impression
No matter what the circumstances, a first impression matters. But when you are a home service provider, you need to be extra vigilant. Why? Because as a plumber, you are entering someone’s private space – as a stranger.
It is your job to put them instantly at ease; being friendly and positive is essential. Since you never know what state the house or the person is in, being nonjudgmental and focusing on the job is necessary. Use your name to introduce yourself, and quickly find some common ground – the weather is often the easiest to use.
Value
When you are focused only on the upsell and increasing profits, you’re not likely to see a huge improvement. If, however, you approach it from a ‘what is value to this customer?’, things change; instead of trying to sell them the most expensive one, as them what they need and opt for the best value, often, customers will want regular maintenance, repairs, and more when they understand how it benefits them and the value it offers.
Additional services are where your skills as a plumber shine; most customers can’t do what you do – and in some cases, they don’t even understand it. Show them the issue and explain the solution. These issues could be anything from corrosion, leaks, old heaters, bad pipes, and more.
Training
Confidence is key when it comes to selling more services and products, and often, that takes some dedicated sales training. A sales training LMS can be used by the entire company, no matter how big or small, to ensure that everyone gets the same training and understands what matters most to the customer.
Clarity
Customers need the information they receive to be clear and effective. That means that saying it might cost X and it could take Y will feel uncertain to them. Using language that makes sense to your customer is important.
Transparency is essential; if you can go through a pricing structure and give them a strong suggestion of how long it will take, they will feel more secure in your services. You can tell them what the scope of the work is so that they are prepared for any mess, the time, and the cost in advance of agreeing to any work.
Other Services
Depending on the company you work for, or if you own your own company, you can talk about other services that they will need. Weave the different services into the conversation, or be bolder and suggest them and why they are beneficial. Many customers would prefer to have a single company or person do other jobs in the home once a rapport is made.
Getting calls in the first place usually comes from using these online techniques: Top 9 Most Effective SEO Strategies for Business – Mechanical Hub | News, Product Reviews, Videos, and Resources for today’s contractors. So, a combination of in-person sales and excellent online management is a must to truly see an increase in profits.

Arrow Fastener, the leader in manual, electric and cordless fastening tools, and manufacturer of the world’s best-selling staple gun, the T50®, announced today it has promoted Justin Sumner to vice president, sales. In his new position, Sumner will oversee and manage all aspects of sales function for Arrow, including distribution and channel strategy, market competitiveness Read more
Arrow Fastener, the leader in manual, electric and cordless fastening tools, and manufacturer of the world’s best-selling staple gun, the T50®, announced today it has promoted Justin Sumner to vice president, sales.
In his new position, Sumner will oversee and manage all aspects of sales function for Arrow, including distribution and channel strategy, market competitiveness, pricing and compensation. He will report to chief operating officer, Roberto Izaguirre, and will provide support and strategic direction to the sales team in order to meet the company’s customer acquisition and revenue goals. Prior to moving into his new role, Sumner served as director, North American and Canadian sales at the company.
“As Arrow continues down a path of growth and expansion, it is crucial we have the necessary talent in place to lead the charge and sustain long-term success,” said Roberto Izaguirre, COO, Arrow Fastener Company, LLC. “We’re proud to celebrate Justin as he moves into this leadership role, further strengthening both our national and international sales strategies.”
Before joining Arrow in 2014, Sumner worked at Ohio-based ClosetMaid, a worldwide leader in home storage and organization, as national account manager. Sumner graduated from Troy University with a bachelor’s degree in marketing.
For more information on Arrow Fastener, visit www.arrowfastener.com.