In a world obsessed with efficiency, we're often told to do more in less time.

More calls… More jobs… .

But what if that approach actually leaves money on the table?

Going back to my experience at the ACCA conference with Tommy Mello (he’s founder of a $220M home service empire with 850 employees), I wanted to share what he said that completely flips the script on "efficiency."

The most profitable service companies aren't racing from job to job — often, they're doing the opposite.

The counter-intuitive approach

"I actually want my technicians in the home longer," Tommy said in his keynote speech. 

Wait... what?

In an industry where most owners are pushing techs to complete jobs faster so they can get to the next call, Tommy deliberately encourages his team to spend MORE time with customers.

And his company is doing $60M in EBITDA with a $1B+ valuation.

Clearly, he's onto something.

What most service companies get wrong

The standard approach looks like this:

  • Set time expectations for each job type

  • Push technicians to meet or beat those times

  • Reward speed and volume

  • Measure success by jobs completed per day

It makes sense on paper. More jobs = more revenue, right?

Well, maybe not.

This approach creates three problems:

  1. Techs feel rushed and cut corners

  2. Customers feel like "just another ticket"

  3. You miss the highest-margin opportunities

The "Slow Down" strategy that drives profits

Tommy's approach is radically different:

Instead of rushing through the job, his technicians are trained to build relationships. He wants them to know the customer’s pet’s name and what their summer plans are. 

Why? Because that relationship transforms:

  • One-time customers into lifetime clients

  • Basic service calls into maintenance contracts

  • Single jobs into whole-home solutions

The math behind taking your time

Let's break down the numbers:

Option A: The Rush Approach

  • 8 service calls per day at $200 each = $1,600

  • Maybe 1-2 repeat customers

  • Low maintenance contract conversion (10%)

  • Additional annual revenue: ~$3,200

Option B: The Relationship Approach

  • 6 service calls per day at $200 each = $1,200

  • 5-6 repeat customers

  • High maintenance contract conversion (40%)

  • Additional annual revenue: ~$12,800

That's 4x the additional revenue with FEWER daily service calls!

What to do during that "extra" time

So what exactly should your technicians be doing with this additional time? Tommy's playbook includes:

1. Make the home a "stage" for your expertise

Walk through the entire system, not just the broken part. Point out things that are working well, not just problems.

2. Educate, don't just fix

If there's an opportunity, show the customer what you're doing and why. People value what they understand.

3. Tell stories about other customers

"I was at another home last week and noticed the same issue. That family ended up saving 15% on their energy bills after we installed..."

4. Plant seeds for future work

"While this is fixed now, I noticed your system is about 8 years old. Most units start having efficiency issues around year 10. Would you like me to send you information about newer options when the time comes?"

5. Introduce maintenance plans naturally

"The best way to prevent this from happening again is regular maintenance. We have a program where we come out twice a year for just $149..."

Giving technicians the right incentives

To truly nail this approach, you need technicians who think like business owners, not just repair people.

After his keynote speech, I asked Tommy how he trains for this mindset. His response was immediate:

He structures compensation so technicians are directly rewarded for:

  • Maintenance contract sign-ups

  • 5-star reviews (especially with photos)

  • Customer retention

  • Referrals

The best part? When your techs slow down and focus on these high-value activities, they actually make more money..

PS - I’d love to show you how we can help you unlock an owner’s mindset in your employees. Book some time directly on my personal calendar here.

How to start slowing down

If you're ready to implement this approach, start with these simple steps:

  1. Update your dispatch instructions to allocate 15-30 extra minutes per job

  2. Develop and rehearse 3-5 maintenance plan scripts

  3. Add relationship-building metrics to your performance pay plan

  4. Celebrate techs who convert one-time calls to recurring customers

Remember what Tommy says: "We don't compete on price. People want someone who shows up on time, is trustworthy, and builds a relationship."

Turns out, slowing down may be the fastest way to grow your business.

At ShareWillow, we're helping home service companies design and manage these performance pay plans.

If you want to see how simple it can be to implement a plan that transforms your business, let's chat.

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