Contractor insights on ServiceTitan, AI, automation, hiring, and business growth. Written by operators for operators.
In 2020, I started running my HVAC company remotely. I had to rely on data. But when my co-founders and I dug into call center metrics, the numbers didn't match reality. Call classification accuracy was only 50 to 60 percent. That's why we built PhoneTap.
Bill Brown · February 16, 2026 · Call CenterAfter 25 years in HVAC—as a tech, installer, sales rep, business owner, and working manufacturer-side—I've seen how equipment is actually made. Most brands are more similar than different. Here's what really matters.
Bill Brown · January 7, 2026 · Business OperationsAttribution is useful, but incomplete. When contractors zoom in too far on lead sources and acquisition costs, they miss the bigger strategic question: where does revenue actually come from, and how do you keep it?
Bill Brown · December 30, 2025 · Business StrategyI'll be honest: I am not a good salesperson. But I'm getting better—and the only reason is because I finally learned how to study my own mistakes using AI. Here's my $25/month hack.
Bill Brown · December 16, 2025 · SalesMost companies on ServiceTitan think they have a scheduling problem. What they really have is a visibility problem. Here are four real strategies top operators use to take control instead of hoping the day works out.
Bill Brown · December 11, 2025 · Operational StrategyBusiness analytics dashboards have gone off the rails. They look like 24-hour news channels with tickers and pop-ups everywhere. If you have to study it, it's not a dashboard—it's a report. Here's my philosophy on how dashboards should actually work.
Bill Brown · December 11, 2025 · Operational StrategyMillennials are now the largest adult generation in the U.S. Learn why transparent online pricing isn't just nice to have—it's becoming mandatory if you want to capture the next decade of HVAC replacement business.
Bill Brown · November 14, 2025 · MarketingSelling software to home-service companies is fundamentally different from typical B2B sales. Learn the hard-won lessons from a decade of operating an Inc. 5000 HVAC company and implementing dozens of software solutions.
Bill Brown · November 14, 2025 · Business OperationsMost HVAC contractors sell equipment under big-name logos that don't care about them. Learn why all systems are basically the same and how to take back control of your brand, profits, and reputation.
Bill Brown · January 22, 2025 · Business OperationsMost business coaches sell you their systems. But what happens when it doesn't fit your team? Learn the proven framework that helped GE and Motorola—and how to use it in your home service business.
Bill Brown · January 20, 2025 · Process Improvement