How Preferred Home Services Achieved Rapid Sales Growth Through Process-Driven Coaching

Preferred Home Services implemented Rilla to accomplish a specific mission: to move the company from good to exceptional in their market. With sales driving 75% of revenue, any improvement in closing rates or average ticket value would have tremendous impact on the bottom line. The company needed a tool that could analyze conversations, track key talking points, and provide data-driven coaching across a distributed team of comfort consultants.

"Rilla keeps me on track through the sales process," explained one team member. "It analyzes conversations between people, has key talking points analytics behind it, records everything, and then you get data points showing what you hit and what you missed. A lot of that stuff correlates to how well you communicate with the homeowner and obviously if you close the deal and make the sale."

The coaching advantage was transformative. Before Rilla, analyzing a single sales call required hours of time: the manager would need to sit through the entire appointment, taking 2-3 hours per call. With Rilla, the same analysis took 20-30 minutes, enabling much more frequent and efficient coaching. This dramatic improvement in coaching velocity meant reps received feedback faster and more consistently.

The platform's learning ecosystem extended beyond one-on-one coaching. Comfort consultants could listen to recordings of calls from experienced teammates with 10, 15, 20, or even 40 years of sales experience. They could pick out specific techniques that worked and adapt them to their own style. This peer learning accelerated skill development across the entire organization.

The results were exceptional. Average sale jumped over $2,000 year-over-year, a substantial increase reflecting improved customer engagement and solution value. TGL close rates improved by 18%, while marketing lead close rates surged by 20%. Perhaps most remarkably, one of their newest comfort consultants went from a 50% close rate to 71% in just two months of using Rilla to analyze and learn from the best performers on the team.

"Rilla is a product that is going to set the HVAC industry to another level. I would highly recommend Rilla—it gives us a tool to make us better as a team. The interaction of sharing thoughts and ideas, people listening to each other's calls and learning from one another—that's incredibly powerful."