How Mr. Electric Raised Close Rates with Rilla

About Mr. Electric

Mr. Electric is a residential electrical service company that provides expert electrical service to homeowners across their territory. As the company scaled, leadership recognized that ensuring consistent process execution across every service call was critical to growth. With technicians in the field handling appointments independently, maintaining quality and coaching at scale became a significant challenge that traditional ride-alongs and post-call reviews couldn't solve.

Scalable Coaching Driving Higher Close Rates

Mr. Electric reached a point where scalability demanded a new approach to coaching. With technicians spread across their service territory, leadership needed a way to ensure that processes were being followed properly throughout every single service call, not just the ones a manager could physically attend.

The company ultimately decided to work with Rilla because of its AI-powered recording technology. Rilla records technicians during their customer interactions, allowing both the technicians themselves and their managers to go back and listen to recordings. This created a continuous feedback loop that didn't require anyone to be physically present at the appointment.

The biggest benefit has been the educational component. Managers are listening to conversations constantly, and the platform allows them to coach from anywhere rather than being tied to the office. This means coaching happens all the time, not just during scheduled ride-alongs or weekly reviews.

One of the most powerful outcomes has been peer learning at scale. Lower-performing service professionals now listen to recordings from top performers, studying what the best reps do differently. This has brought up the performance of the entire team, creating a rising tide effect across the organization.

The ROI has been clear and measurable. Mr. Electric's close rate, which previously sat at 75-80%, increased by 5-7 percentage points. Their job average, which was around $2,000 per job, increased by $300. These improvements directly translate into significant additional revenue across the volume of calls the team runs.

Leadership admits they didn't see the full value at first, but as the company grew and the improvements in job average and closing rate compounded, the impact became undeniable. Beyond sales performance, Rilla also provides a liability benefit by creating a record of every customer interaction.