Tech Team Meeting | Field Intelligence + 5-Star Strategy

🎯 Part 1: Why This Matters (5 min)

You are not just fixing pipes. You are collecting intelligence that drives the entire business. Every note you take, every conversation you have, every photo you snap feeds our marketing, our ads, our emails, and our revenue.

$9,700

Avg Sewer Job

One field note = one blog = one ad = one $9,700 job

352

Google Reviews

Target: 500+. Reviews = #1 LSA ranking factor

126

Experiments Running

Your field data feeds over half of them

$1.49M

Revenue Tracked

1,268 jobs in 180 days. We see everything.

💡 HOW YOUR FIELD NOTES BECOME REVENUE

👷

You capture
field intel

➡️

🤖

Nexus AI
processes it

➡️

📊

Becomes ads
+ blog + email

➡️

📞

Phone rings
more

➡️

💰

More jobs
for YOU

⭐ Part 2: The 5-Star Strategy (15 min)

Our master plumber just shared the best example of how to run a job. This is the standard. Every tech should do this on every job.

🔥

DONNA'S SEWER LINE: THE GOLD STANDARD

65-year-old home // Cast iron to clay // Inside-to-outside pipe burst // $9K deposit

⭐ Step 1: The Review Ask (BEFORE the work)

"I asked if she had already left us a review, and she said yes. I told her that we'd be working very hard to earn another review from her once this project is complete, and she agreed to leave us one when the job is finished."

💡 Why This Works

He asked BEFORE doing the work. The customer committed to a review before a single pipe was touched. By the time the job is done, the review is already promised. This is how we get from 2 reviews/week to 5.

🔍 Step 2: The Diagnosis (Camera + Customer Watching)

"I opened the cleanout and inserted the camera into the sewer line. With Donna watching, I ran the camera all the way until I reached the blockage. I then used my locator with the sound frequency turned on and marked the problem area in the yard."

💡 Why This Works

Donna SAW the problem on camera. She's not taking anyone's word for it. She saw the blockage herself. When she sees the price, she already knows it's real. This is why our close rate is 80%.

💰 Step 3: The 3-Option Presentation

"I presented Donna with three options: a spot repair, an outside-only pipe burst, and an inside-to-outside pipe burst. Donna chose the inside-to-outside pipe burst option."

💡 Why This Works

Three options. Good, better, best. Customer chooses. No pressure. The customer picked the most expensive option because he explained WHY each option exists and what the trade-offs are. Educate over sell.

😭 Step 4: The Emotional Connection

"I explained that she doesn't have to continue living with the 'European-style' waste management system. Donna became emotional and cried tears of relief, knowing the issue would finally be resolved."

⭐ This Is the Moment That Generates Reviews

Donna lived with a broken sewer for a YEAR. She was wiping dishes with tissues instead of rinsing them. When he told her it was going to be fixed, she CRIED. That emotional moment is what turns a 5-star review into a 5-star STORY. Stories sell. Data informs. But stories close deals.

📝 Step 5: The Professional Notes (Perplexity AI)

🤖 The Talk-to-Text Method

Perplexity AI cleans up field notes in seconds. Here's how:

🎤

Step 1: Talk-to-text your notes after the job. Say everything you saw, did, and discussed.

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Step 2: Paste into Perplexity and say: "I'm writing notes as a service plumber for ServiceTitan. Clean up my grammar, make everything make sense, check for accuracy of my assessments."

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Step 3: Copy the cleaned-up version and paste into ServiceTitan job notes.

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Result: Professional notes. Customer sees them on the invoice. Google sees the detail. Marketing uses the intel for ads and blog content.

📅 Stephanie wants a training/demo of this next Tuesday.

📋 Part 3: The 5 Things We Need From Every Job (15 min)

Five things. Every job. Takes 5 minutes total. Feeds everything.

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1. Before/After Photos -- Snap one photo before you start, one after you finish. Sewer camera footage screenshot if applicable. These go into ads, social media, and the blog.

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2. Customer Pain Point -- What was the customer's BIGGEST concern? Was it price? Speed? Trust? Fear? (Donna: she hadn't been able to flush for a YEAR.) This tells marketing what to say in ads.

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3. What Converted Them -- Why did they choose US? Did they see the camera footage and trust us? Did they read a review? Did a neighbor refer them? Were we the fastest to respond? This tells marketing WHERE to spend money.

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4. Home Intel -- Age of home, pipe material (cast iron, clay, Orangeburg, PVC), previous work done, anything unusual. This feeds our sewer hotspot engine that targets neighborhoods with the oldest pipes.

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5. Review Commitment -- Before you leave, ask: "Would you be willing to share your experience on Google?" If yes, we'll send a link via text. If they had a great experience like Donna, this is the moment to ask. Don't wait until later. Ask while they're happy.

⚠️ What Happens When We Don't Capture This

Right now, 44% of jobs are tagged "General Plumbing Service." That means we can't tell if it was a sewer job, a drain clean, or a water heater. We can't target the right neighborhoods. We can't write the right ads. We can't tell anyone which services are actually selling. Your notes are the difference between data we can use and data we can't.

👥 Part 4: Know Your Customers (10 min)

Every customer falls into one of three types. Knowing which type you're talking to changes how you present options.

🚨

EMERGENCY ERIC

Flooding, backup, burst pipe. Needs someone NOW. Doesn't care about price. Cares about speed and trust.

50-60% of revenue

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RENOVATION RACHEL

Major project. Researches 3-14 days. Reads reviews. Wants camera footage. Wants 3 options explained. Donna is a Rachel.

25-30% of revenue

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MAINTENANCE MIKE

Routine service. Wants flat rate. No surprises. Comes back repeatedly. Lowest ticket but highest lifetime value.

LTV: $5K-$25K

🎯 How to Spot Them

Eric is panicking. Talk fast, reassure, show up quick. "We're on the way."
Rachel has questions. Slow down. Show camera footage. Explain all 3 options. Let her decide. "Take your time."
Mike just wants it done right. Quote flat rate. No surprises. "Same price we quoted on the phone."

🔬 Part 5: Help Us Test These Assumptions (10 min)

We're making bets on where to spend marketing money. You're in the field. You see reality. Help us validate or kill these assumptions.

🏠 Assumption: Sewer hotspot zip codes (66208, 66204) have the most demand

What we think: Homes built before 1970 with clay/Orangeburg pipes in Prairie Village and Overland Park have the highest sewer failure rate.

What we need from you: When you're on a sewer job, note the zip code, home age, and pipe material. Are we right? Or are you seeing sewer problems in unexpected areas?

📊 DATA: 66208 = $83,948 revenue (30 jobs) | 66204 = $91,735 (36 jobs) | 64114 = $152,659 (28 jobs, highest!)

💰 Assumption: $199 Spring Checkup is a good door-opener

What we think: A $199 checkup gets us in the door. 20% of checkups find upsell work ($1K-$10K).

What we need from you: When you do an inspection, what do you typically find? Is 20% realistic or is it higher/lower? What's the most common issue you find?

📋 Assumption: Customers choose the middle option most often

What we think: When presented with 3 options, most customers pick option 2 (the "better" option).

What we need from you: Which option do YOUR customers usually pick? Good, better, or best? Does it depend on the persona type?

🌿 Assumption: Trenchless is the strongest selling point

What we think: "Save your yard" is the most compelling reason to choose pipe bursting over excavation.

What we need from you: What actually closes the deal? Is it the yard? The price? The speed? The warranty? Something else?

⭐ Assumption: Review requests work best right after the job

What we think: Asking for a review while the customer is still grateful (like Donna) is the best time.

What we need from you: Have you tried asking? What was the response? Any pushback? Our master plumber gets them. Can you?

💪 Part 6: The Ask (5 min)

✅ STARTING THIS WEEK: 5 THINGS PER JOB

1️⃣

Take 2 photos (before + after). Drop in the ST job notes.

2️⃣

Note the pain point. One sentence. What was the customer most worried about?

3️⃣

Note what converted them. Why did they choose us? Speed? Reviews? Camera?

4️⃣

Note the home. Age, pipe material, zip code, anything unusual.

5️⃣

Ask for the review. Before you leave. While they're happy. "Would you share your experience on Google?"

🤖 Use the Perplexity talk-to-text method. 5 minutes total. Looks professional in ST.

💰 What's In It For You

More field intel = better ads = more calls = more jobs dispatched to you = more commission.

📝

Your notes

➡️

📊

Better ads

➡️

📞

More calls

➡️

🔧

More jobs

➡️

💰

More $$

The sewer campaign generated $248,470 in sewer drain revenue over the last 180 days. Every conversion is a job that goes to one of you. The better our marketing targets, the bigger the jobs that come in. Your notes directly feed the machine that keeps the phone ringing.

🔧 Every Job Tells a Story.We Need You to Capture It.

🎯 Part 1: Why This Matters (5 min)

⭐ Part 2: The 5-Star Strategy (15 min)

⭐ Step 1: The Review Ask (BEFORE the work)

💡 Why This Works

🔍 Step 2: The Diagnosis (Camera + Customer Watching)

💡 Why This Works

💰 Step 3: The 3-Option Presentation

💡 Why This Works

😭 Step 4: The Emotional Connection

⭐ This Is the Moment That Generates Reviews

📝 Step 5: The Professional Notes (Perplexity AI)

🤖 The Talk-to-Text Method

📋 Part 3: The 5 Things We Need From Every Job (15 min)

⚠️ What Happens When We Don't Capture This

👥 Part 4: Know Your Customers (10 min)

🎯 How to Spot Them

🔬 Part 5: Help Us Test These Assumptions (10 min)

💪 Part 6: The Ask (5 min)

✅ STARTING THIS WEEK: 5 THINGS PER JOB

💰 What's In It For You

🔧 Every Job Tells a Story.
We Need You to Capture It.