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How much do you really know about your marketing and sales performance? |
I'm talking about average ticket, daily revenue, technician performance, and the customer data behind your business. |
In this episode of Owned and Operated, I sit down with Jennifer Manzo, founder of HvAChicks, to discuss why so many HVAC contractors still operate without a CRM and what happens when owners can't access their own business data. |
We get into CRM adoption, sales performance tracking, and why having the right numbers matters when deciding where to invest your marketing dollars. |
Watch the full conversation below. |
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The Real Reason HVAC Companies Can't Find Good Technicians |
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Check out these resources before you go any further… |
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Is Your CRM Giving You the Full Picture? |
If you can't track your leads, sales, and revenue, you're flying blind. You can spend thousands on marketing every month, but without visibility into what happens after a lead comes in, it's hard to know what's actually working. |
Watch: Stop Measuring Cost Per Lead. Measure This Instead. |
I recently sat down with Jennifer Manzo, founder of HVACChix, who pointed out that many HVAC companies still operate without a CRM. We talked about how some owners struggle to access even basic business data, making it difficult to understand what's working and where they're losing opportunities. |
Having a CRM isn't enough if you're not using it to make better decisions. You need access to your customer information, clear reporting, and a way to connect your marketing efforts to actual revenue. Otherwise, you're making decisions without the full picture. |
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Ditch the 12-Month Marketing Contract |
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Nothing's worse than being locked into a marketing contract when the results aren't there. That's why I like Service Scalers. They require just a 90-day commitment, with no 12-month contract. |
Their reported results speak for themselves: |
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You also retain ownership of your website, ad accounts, and tracking numbers, with clear visibility into campaign performance. |
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The Cost of Flying Blind |
What if your biggest marketing problem isn't generating leads, but having no idea what happens to them? That's the challenge facing HVAC companies that lack reliable customer and sales data. |
As Jennifer explained, many contractors still operate without a CRM. I've seen the visibility problem firsthand with acquired companies where accessing basic numbers like daily revenue, average ticket, and technician performance was surprisingly difficult. |
Read: 3 Marketing Mistakes to Avoid at All Costs |
Jennifer also shared how a previous CRM provider wouldn't release her customer data, forcing her to rebuild her database. That's a major problem when customer relationships drive repeat business and future revenue. |
The marketing takeaway is simple: You need reliable data to understand what's working. If you can't see what happens after a lead comes in, you can't confidently decide where to invest your next marketing dollar. |
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The Numbers Behind Better Marketing |
Daily revenue, average ticket, and technician performance. These are three metrics I want visibility into when evaluating how well an HVAC business turns opportunities into sales. Yet, as Jennifer and I discussed, even companies with a CRM can struggle to access this information. |
Consider two companies generating 100 leads each. If one converts 30% and the other converts 40%, that's 10 additional customers from the same lead volume. At a $1,000 average ticket, the difference is $10,000 in revenue without spending another dollar on lead generation. |
Those numbers are illustrative, but the lesson is important. Before spending more to generate leads, measure how effectively you're converting the ones you already have. Your CRM should help you identify where revenue is being won or lost. |
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Build a CRM Scorecard That Connects Leads to Revenue |
Your CRM should tell you more than how many calls came in or appointments were booked. It should help you understand how effectively your business turns those opportunities into revenue. |
Here's how I'd approach it. |
Step 1: Identify the five numbers that matter. |
Start by building a simple weekly scorecard with these KPIs: |
Leads generated: How many new opportunities came into the business?
Booking rate: What percentage of those leads became scheduled appointments?
Close rate: What percentage of completed sales opportunities turned into sold jobs?
Average ticket: How much revenue does each sold job generate?
Revenue by lead source: Which marketing channels are producing actual sales?
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Jennifer and I discussed the importance of accessing basic performance metrics. These five KPIs are how I'd turn that visibility into a practical marketing tool. |
Step 2: Track every lead from the first call. |
Make sure your team records where each lead originated, whether it booked, and the outcome of the appointment. |
Use consistent lead-source categories, such as Google Ads, organic search, referrals, and repeat customers. If your team enters different names for the same source, your reporting becomes unreliable. |
Step 3: Review the numbers every Monday. |
Compare the previous week's results against your recent averages. Look for gaps between lead volume, booked appointments, sold jobs, and revenue. |
For example, if Google Ads produces 50 leads but only 10 appointments, investigate the booking process before increasing your advertising budget. If appointments are strong but sales are weak, look at technician performance and estimate follow-up. |
Step 4: Calculate revenue per lead. |
Divide revenue from a particular marketing source by the number of leads it generated. |
If a campaign produces $30,000 in revenue from 100 leads, that's $300 in revenue per lead. Track this alongside marketing spend to better understand which channels deserve more investment. Revenue per lead alone doesn't establish profitability. |
Step 5: Make sure you own your customer data. |
Jennifer shared what happened when she couldn't retrieve her customer information from a previous CRM provider. Don't wait until you're switching platforms to discover that problem. |
Confirm that you can export customer records, contact information, job histories, and reporting data. Test an export periodically so you know what you'll actually receive. |
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Where Contractors Get CRM Data Wrong |
Having a CRM doesn't guarantee better marketing results, especially when you're making these common mistakes: |
Tracking leads but ignoring revenue. Lead volume means little if you don't know how many opportunities become paying customers.
Overlooking technician performance. Without close rates and average ticket data, you can't identify where sales opportunities are being lost.
Treating every lead source equally. More leads from a channel doesn't necessarily mean more revenue.
Choosing software without testing its reporting. A CRM should make essential business metrics easy to access.
Failing to protect customer data. If you can't export your customer records, you risk losing valuable information when switching providers.
Collecting data without acting on it. Reports are only useful when they influence your marketing and operational decisions.
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Open your CRM this week and review your lead volume, booking rate, close rate, average ticket, and revenue by source. Identify one gap in your numbers and make a specific change to improve it before spending more on marketing. |
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The Unconventional Marketing Playbook for Home Service Businesses |
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The Scrappy Marketing Strategies That Helped Build an $8M Business |
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Apple | Spotify | YouTube |
👊 John |
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Disclosure: Some of the content and links in this newsletter are sponsored or affiliate links, which means we may receive payment or earn a commission if you click through or purchase. However, all opinions expressed are entirely my own. |
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