Elevating the Trades: A Deep Dive into Call-by-Call Management with Jayson

In this enlightening episode we sit down with Jayson, a seasoned veteran of the home industry, whose diverse background spans over a decade in HVAC, two decades in sales, and a significant tenure managing a sales force of over 10,000 agents. Jayson shares his unique insights and profound passion for the trades, drawing from his extensive experience that began at the age of nineteen.

Throughout the conversation, Jayson delves into the concept of call-by-call management, a strategy pivotal to enhancing service quality and team performance in any home service business. This approach not only revolutionizes the dispatcher’s role but also supports technicians in delivering superior service. Jayson explains the three crucial stages of a service call—pre-call preparation, diagnosis, and debriefing—and how these can be leveraged to elevate team capabilities and improve customer interactions.

Listeners will gain an understanding of how small companies can benefit from employing an external call-by-call manager and the positive impacts of such a role on both operational efficiency and customer satisfaction. Jayson emphasizes the importance of clear, amicable communication and how teaching sales techniques to the right individuals can significantly increase sales opportunities without sacrificing authenticity or client connection.

Moreover, Jayson touches on the emotional and scientific aspects of sales, advocating for a balanced approach that minimizes emotional involvement while maximizing effectiveness through strategic thinking and feedback integration.

This episode is a must-listen for anyone in the home industry—from technicians to business owners—looking to refine their operational strategies and boost their team’s performance. Whether you're just starting out or seeking to enhance your existing practices, Jayson’s insights provide valuable guidance on transforming everyday challenges into opportunities for growth and success. Join us to discover how you can implement these transformative techniques in your own business.