The Hidden Sales Killer in Home Services (And How to Fix It)

The Secret Behind Akian Plumbing’s 80% Close Rate—and Why Most Contractors Are Leaving Money on the Table

Most home service businesses are leaking sales—and they don’t even realize it.

Your technicians are out there every day, meeting homeowners, diagnosing issues, and setting the stage for high-ticket sales. But if your tech-to-sales handoff is weak, you’re losing massive revenue without even knowing it.

Akian Plumbing just hit an 80% close rate on TGLs (tech-generated leads).

How?

✅ They eliminated friction between techs and sales reps.
✅ They changed how they handled customer expectations.
✅ They built a process that removes the #1 sales killer: hesitation.

Let’s break down exactly what they did—and how you can replicate it in your own business.

The #1 Sales Process Mistake Most Home Service Companies Make

The biggest hidden sales killer in home services isn’t bad leads.

It’s lost momentum in the sales process.

Imagine this:

• A technician finds a major repair issue and tells the homeowner they’ll “have someone call them.”
• The homeowner doesn’t hear anything for 30 minutes.
• They start Googling. They call another company. They lose trust in your process.
• By the time your sales rep reaches out, they’ve already moved on.

Akian Plumbing solved this problem by creating a “hot handoff” process.

Instead of vague follow-ups, they trained their techs to immediately introduce a sales specialist over the phone, building confidence and reducing drop-off.

Key Takeaway: Every second that passes after a tech identifies a sales opportunity is lost revenue. Your tech-to-sales handoff must be instant and seamless.

The Simple Process Shift That Skyrocketed Close Rates to 80%

What changed?

Techs don’t “hand off” leads—they “sell” the transition.

Akian Plumbing trained their techs to frame the next step as a continuation of the process, not an interruption.

Here’s how it works:
✅ Techs introduce sales reps as experts, not just “the next guy.”
✅ Customers never feel abandoned or uncertain.
✅ Trust is built in real time—before sales even steps in.

Instead of:
"I’ll have someone reach out to you.”

They say:
"I’m looping in my colleague Tony, who specializes in designing the best long-term solution for situations like yours. I’ve already told them what’s going on, and they’ll be reaching out shortly to walk you through the best options.”

This simple shift in language transformed their sales process overnight.

How “Applied Consistency” Creates Sales Champions

One of Akian Plumbing’s top salespeople, Nick, started with zero confidence in selling.

He literally said:
"I don’t know what this selling thing is. I just want to turn wrenches.”

Fast forward a few months—he closed over $60,000 in sales in January alone.

What changed?

✅ Daily reinforcement.
✅ Micro-training on customer psychology.
✅ Eliminating hesitation from the sales process.

Key Lesson: Sales success isn’t just about having the right people—it’s about removing obstacles that make them hesitate.

Most sales are lost in the mental hesitation gap, not in the actual conversation.

The Hidden Power of Conflict Resolution in Closing More Deals

Let’s talk about one of the biggest missed opportunities in home services—turning angry customers into brand advocates.

Most companies treat complaints as headaches.
Smart companies use them as conversion tools.

Norris Ayvazian’s philosophy:
The more pissed-off the customer, the bigger my smile. Because I know we’re about to win them over.”

Here’s the reality:
✅ First-time customers are more likely to leave bad reviews than repeat customers.
✅ But if you turn a 1-star experience into a win, that customer is 70% more likely to stay loyal long-term.

How to Flip a Bad Experience Into a Sale

1️⃣ Set expectations upfront → Customers hate surprises. Be transparent.
2️⃣ Check in often → If a service is taking longer than expected, communicate.
3️⃣ Give them control → Instead of saying “This is the only option,” offer “Here’s what I’d do if it were my house.”

Akian Plumbing mastered this strategy, reducing lost deals due to “hesitation moments.”

The Playbook for More Sales, Happier Customers, and Higher Profits

Here’s how to take Akian Plumbing’s success and apply it to your business today:

1. Make Techs the First Sales Touchpoint

• They don’t “pass the lead.” They set up the sale.
• Framing is everything—build trust before sales even steps in.

2. Train Sales to Reduce Hesitation Moments

• Micro-training, consistency, and clear handoff language matter.
• Sales is won or lost in the mental hesitation gap.

3. Master Conflict Resolution for Higher Retention

• Turn complaints into sales opportunities.
• First-time customers who have issues—but get them resolved well—are 70% more likely to become repeat clients.

Want to Scale Your Sales Process? Here’s Your Next Step.

If you want to train your team to close more high-ticket deals, you need structured coaching and real-world playbooks.

That’s exactly what we teach in Academy Starter.

Join Academy Starter today and get:
✅ Proven scripts to increase close rates by 20%+
✅ Tech-to-sales handoff frameworks that eliminate hesitation
✅ Live coaching calls & community support to troubleshoot in real-time

🔗 Join Academy Starter Now

Already in Academy Starter? Upgrade to the Forge Membership for live coaching.

Let’s build your sales machine.