How Top Flight Electric is breaking revenue records with virtual ridealongs

Customer

Top Flight Electric

Industry

Home Services

Result

Technicians’ average sales more than doubled

Top Flight Electric, located in Winter Haven, Florida, is all about first class home service — and they also happen to be great electricians. They pride themselves on providing expert solutions and offering a free home safety check so homeowners can have peace of mind. As Top Flight grew, it became even more important for sales managers and technicians to have greater insights into home calls to ensure customers receive the level of service Top Flight expects from their technicians.

The challenges

“When you are playing a football game, you want to be able to review the plays,” said Service Manager Jonathan Unzeuta Rojas. “You can pinpoint where you can improve.” Top Flight’s rapid growth had made it nearly impossible for managers to perform ridealongs, which meant they could only rely on the word of the technicians and customers to know how calls went. Additionally, without insight into customer needs, marketing could only develop campaigns based on assumptions.

A reliable playbook for sales and marketing

“Rilla isn’t just about recording your conversation,” said Rojas. “AI analyzes your call and gives you a description of what you discussed, highlighting key moments and even when the sale happened or why you lost it.”

“At Top Flight, we’re always trying to get better,” noted Lead Technician Ethan LaBouf. “With Rilla, we can have a ridealong with every single call, with every single technician.” By helping to identify exactly what worked as well as what didn’t, Rilla allows Top Flight to better standardize their sales processes and then hold technicians to that standard.

Rilla has also provided the information needed for Top Flight to transform their marketing strategy. According to Marketing Director Jessika Morales, “I now have ears inside the house. I know what clients are really saying. I know what their fears are, and I know what our technicians experience on calls. That has given me a lot of material to create the best campaigns. I’m not assuming anymore.”

The results

With Rilla on board, Top Flight has started regularly breaking revenue records. “Our numbers have skyrocketed since we adopted Rilla,” said LaBouf.

LaBouf has been one of the key examples of how embracing Rilla has led to success. Before Rilla, his weekly sales were about $7,000. Now, LaBouf usually achieves at least $15,000 weekly — sometimes up to $30,000. And sales numbers aren’t the only thing that LaBouf improved. “His close rate was about 50%,” said Rojas. “After we implemented Rilla, he’s up in the 70s.”

“My average ticket went up from $1,100 to about $1,600 since using Rilla,” added LaBouf. His regular use of Rilla has improved his performance so dramatically, that he’s been named Top Flight’s official Rilla trainer and now heads up weekly training sessions for the team based on what he learns through listening to Rilla calls.

“Everybody has improved their average ticket sales,” said Morales. “I recommend Rilla to everybody — big shops, small shops, new shops.”

Rojas agreed, noting how much more cohesive Rilla has made the team. “We all share ideas and help each other grow. Anybody who isn’t using Rilla is missing out.”

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