A few years back, I watched a rookie tech land a client that every veteran had walked away from. Why? Conversation. Not slick scripts or canned presentations—just earnest questions and rapport. If you’re stewing over missed contracts, or if your team looks impressive on resumes but never closes the deal, you’re not alone. Pull up a chair, because we’re skipping the salesy fluff and jumping right into what really works (and what definitely doesn’t) in the unpredictable world of in-home service sales. Oh, and if you think your hiring process is intense—wait until you hear about my approach.
The People Problem: Not Every Friendly Face Is a Closer
Why Your Team Might Be Missing the Mark
You want your HVAC or plumbing business to crush sales goals. But what if the real issue isn’t your process or your prices? Sometimes, it’s the people. You might have a van full of salespeople, but not a single true closer.
It’s easy to fall for someone who talks a good game. Maybe you think, “He seems like a natural.” Or, “She’s got a great attitude.” But gut feeling can be a trap. You end up hiring folks who can chat, not close.
Stop Hiring Just Anyone Who Walks In
- Hiring on instinct? It’s tempting. But it often fills your team with salespeople, not closers.
- Easy interviews? They attract people looking for an easy job, not a challenge.
Make Your Interviews Tough—Really Tough
Chad Holmes, one of the sharpest sales strategists out there, swore by this. He made his interviews brutal. Not mean, just demanding. He’d say:
“I would warn them… this is going to be the hardest sales interview you’ve ever done in your life.”
Role-play objections. Rapid-fire questions. Real-world scenarios. If someone couldn’t handle it, they’d quit—sometimes right in the middle of the interview. Honestly, that’s a blessing. You don’t want to spend months discovering someone can’t handle pressure or adapt on the fly.
I’ve seen it myself. There was a stretch where applicants would bail halfway through. Couldn’t take the heat. It saved me months of headaches and lost deals.
Tips for Owners
- Don’t lower the bar just to fill a van. If your hiring process feels easy, it might be costing you deals.
- Test for resilience and adaptability. Plumbing and HVAC sales are unpredictable. You need people who can handle curveballs, not just nod and smile.
Remember, not every good talker is a closer. The right hiring process makes all the difference.
Onboarding: Pitchbooks, Panic, and the Myth of the Self-Starter
Thrown to the Wolves—Or Just Handed a Pitchbook?
Ever started a new sales job and been handed a pitchbook with a quick, “Good luck—go close some deals”? You’re not alone. Most new hires in HVAC and plumbing sales get exactly that. No roadmap. No clear expectations. Just a binder and a pat on the back.
It’s easy to feel like you’re being set up to fail. You wonder: Is this really how it’s supposed to work?
The Missing Pieces: Structure and Support
- No standardized onboarding. There’s rarely a set process. Most companies skip the basics—no step-by-step, no checklist, no “here’s how we do things.”
- No real-world practice. Forget about rigorous testing or evaluation. You might get a quick run-through, but there’s no “test out” process to prove you’re ready.
- Not enough ride-alongs. Watching a master closer in action? It almost never happens. You’re left to figure it out on your own.
Confusion and Morale: The Hidden Cost
When there’s no structure, confusion reigns. People don’t know what to say, or how to say it. Standards feel invisible. Morale? It tanks. You can almost see it on the faces of new hires—lost, anxious, second-guessing every move.
And then there’s the intimidation factor. Veterans make it look easy. They chat with customers, build rapport, ask questions—almost like they’re just having a conversation. But for rookies, it’s baffling. How do they do that?
“It’s very confusing… unless you sit somebody down and go like, ‘You’re going to go ride with Bob. Bob is a master closer.’”
That’s the secret. Ride-alongs with experienced pros. Watching, listening, seeing how the best handle objections, build trust, and close deals. Without it, new hires are left guessing—and guessing rarely leads to sales.
- Many companies lack a standardized onboarding process for sales.
- The absence of ride-alongs and final testing impedes learning.
So, the next time you wonder why your team isn’t closing, ask yourself: Are you giving them more than just a pitchbook?
Real Training (No, Not the Once-a-Quarter Kind)
Why Most Teams Miss the Mark
Let’s be honest—how often does your team actually practice for the real thing? Not just reading scripts or nodding through a PowerPoint. I mean the kind of practice where you get hit with awkward objections, last-minute waffling, and the pressure of a real customer staring back at you. If your answer is “once a quarter,” that’s a big part of the problem.
What Real Training Looks Like
- Your team’s practice sessions should mirror real scenarios—the tough ones. Not just the easy wins. Throw in a customer who can’t make up their mind or someone who’s clearly skeptical. That’s where the magic happens.
- Role-play isn’t just theater. It’s the best way to ingrain real conversational skills. The more it feels like a genuine interaction, the more your team will take those objections seriously. If it feels fake, they’ll treat it like a joke—and so will your customers, eventually.
- Consistent, weekly training beats ‘special event’ training every time. Think of it like going to the gym. You can’t expect results from a single, intense workout every few months. It’s the steady, weekly reps that build muscle—and skill.
How Much Is Enough?
- 90 minutes per week is the bare minimum. Not a suggestion—a requirement. As one top performer put it:”Minimum, minimum of 90 minutes a week. And if they’re not doing good, they’re probably coming in for two and a half to three hours.”
- If your team is struggling, up the ante. Two and a half to three hours weekly isn’t overkill—it’s what it takes to turn things around.
Here’s the thing: frequent, interactive coaching is a competitive edge. It’s not a luxury. If you want your team to close more sales, you can’t just hope they’ll figure it out on their own. You have to make the training real, relevant, and relentless. Miss this, and you’ll keep missing sales, too.
Your Sales Process Is Ancient—And It Shows
Stuck in the Past? Your Customers Can Tell
Let’s be honest. If your sales playbook hasn’t changed since the ‘90s, you’re probably running into the same old headaches—stubborn objections, low close rates, and customers who just don’t seem to trust you. It’s not your fault. Well, not entirely. The world has changed, but a lot of sales processes haven’t.
Why Old-School Tactics Are Hurting You
- Stale scripts sound robotic. People spot them a mile away.
- Rigid processes don’t leave room for real conversations.
- Today’s buyers? They’re more informed, more skeptical, and way less patient with pressure tactics.
You might remember the legends—those trainers from the ‘50s, ‘60s, ‘70s, ‘80s, and even the ‘90s. They had some great ideas for their time. But, as the saying goes:
“It’s not 1950 anymore… you may want to take a look and see if it’s like the old school consistent tie down closes.”
Modern Sales: It’s a Whole New Ballgame
The way people interact has shifted. Buyers are savvier. They do their homework before you even show up. Old pressure closes? They usually backfire now, leaving you with nothing but awkward silence.
- No-oriented questions: Instead of pushing for a “yes,” try asking questions that make it easy for your customer to say “no.” Sounds weird, right? But it actually lowers their guard and builds trust.
- Reverse tactics: Sometimes called “reverse sets” (a term borrowed from hypnosis, believe it or not), these approaches flip the script. Instead of chasing the customer, you let them come to you.
Sales techniques have evolved. If your team is still using the same playbook from decades ago, you’re not just behind—you’re invisible to modern buyers. The old school tie-down closes? They’re relics now.
Maybe it’s time to shake things up. Your process doesn’t have to be a museum piece.
Wild Card: The Intervention No One Told You About
Ever watch a salesperson struggle and wonder, “Should I step in, or just let them figure it out?” It’s a tough call. But here’s the thing—most companies don’t have a real sales safety net. They just let people fail out. Maybe you’ve seen it: a new hire gets 90 days, no real help, then they’re out the door. That’s it. No rescue, no plan. Just wasted time and money.
Let’s be honest—hiring is expensive. Onboarding? Even more so. So why do so many teams invest in people, only to watch them sink? As one leader put it,
“We just let people fail. Like, oh, so you do the most expensive thing and bring people on… and then you let them fail.”
It’s not just about the money. When you let someone flounder, you lose more than payroll. Morale drops. The rest of the team sees what happens when you’re not perfect. They start to wonder if they’re next. That’s a recipe for high turnover, low trust, and—let’s face it—mediocre results.
What If You Intervened?
Here’s an unconventional thought: Real growth might happen when you rescue the almost-fired team member, not when you cut them loose. An honest, well-timed intervention—before the last straw—can save jobs, boost morale, and protect your bottom line.
Ask yourself: What do the last 90 days look like for someone who’s struggling? Is there a plan, or just a countdown? If you’re not stepping in, you’re not leading—you’re just watching the clock.
It’s far cheaper to coach an existing employee than to start over. Accountability, feedback, and support can turn things around. Sometimes, that’s all it takes. Not every lost cause is really lost.
So, next time a team member stumbles, don’t just let them fail out. Build that safety net. Step in early. You might be surprised at who rises when you give them a real chance.
That’s what the wildly successful companies do differently. They don’t just hire and hope—they intervene, they coach, and they win.