Coaching with AI: The New Blueprint for Home Service Success

Coaching with AI: The New Blueprint for Home Service Success
By Joe Crisara

At Service MVP, we’re in the business of transformation. That means helping great contractors turn into elite service professionals and helping leaders become world-class coaches. One of the most impressive examples of this is my good friend Brian McDermott from ProStar Plumbing. In this episode of the Service MVP Podcast, Brian shares exactly how his team 5X’d their sales using a powerful combination of Service MVP training and Rilla AI. technology.

Yes, you heard that right 5X. Let me walk you through how they did it and what you can learn from it.

Watch the full episode here: Unleashing Sales Potential: How Rilla Builds Sales Results For Pro Star Plumbing Heating and Air

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Listen to the podcast here: Unleashing Sales Potential: How Rilla Builds Sales Results For Pro Star Plumbing Heating and Air

 
From Skepticism to Self-Coaching

When Brian first rolled out Rilla AI. to his team, he got the reaction most of us would expect: some excitement, a little pushback, and a lot of curiosity. A few technicians were concerned about being monitored. But within weeks, those same people were asking Brian to review their calls. Why? Because they saw their average tickets double, triple or even more. One tech went from never selling over $500 to averaging $2,500 per call.

Rilla AI. gave them a mirror. It showed them what they were missing, where they talked too much, when they skipped a step, and how they could be more effective. That visibility turned nervousness into confidence. It wasn’t about spying and it was about empowering.

 
The Secret Weapon: Service MVP + Rilla AI

Rilla AI by itself is a brilliant tool, it transcribes calls, analyzes technician behavior, and highlights missed opportunities. But as Brian rightly pointed out, that power is wasted without a world-class process to measure against. That’s where Service MVP comes in.

When Brian uploaded our Demand Benchmark into Rilla AI., the coaching game changed. Now every call could be measured against a proven system that focuses on empathy, trust, and client-centered value creation. Rilla AI would identify which of the 9 steps a tech hit or missed and generate coaching feedback on the spot. It even gave suggestions on how to improve tonality, pacing, and objection handling.

Imagine the power of a coach in your pocket, available 24/7, who never gets tired. That’s what this integration offers.

I invite you to join the Service MVP Club, your all-in-one platform for weekly live coaching, self-paced training, and the tools you need to grow your confidence, communication, and results.

Start your free trial today: Service MVP Club

 
Turning Coaching into Culture

What makes ProStar so successful isn’t just the tools. It’s how Brian leads.

He didn’t throw Service MVP and Rilla AI at his team and hope for the best. He lived it. He trained his techs personally. He role-played. He scraped call after call. He made sure the benchmarks were followed, understood, and internalized. He even visited our Total Immersion training in Los Angeles, six times in a single year, with new techs, ensuring they heard the message from different voices and connected with a national community of professionals.

Because when leadership leads, the team follows. Brian built a culture of constant improvement, accountability, and praise. His team started craving feedback. They wanted to listen to their own calls. They celebrated each other’s wins in morning meetings. He used Rilla AI. to share wins instantly through video, text, or team broadcasts and no more waiting for the weekly meeting to recognize greatness.

To learn more about Prostar, click here: Pro Star Plumbing

 
Eliminating Excuses and Elevating Results

One of the biggest obstacles in home service coaching used to be the dreaded ride-along. Technicians got nervous when a manager showed up. “That wasn’t my best call,” they’d say. But now, thanks to Rilla AI, there’s no need to ride shotgun. The data speaks for itself. And it doesn’t lie.

Technicians can self-coach by reviewing transcripts and performance benchmarks. Managers like Brian and his colleague Darcy can review and coach calls in five minutes. Feedback is real-time, bite-sized, and actionable.

And the results? A technician with zero trade experience can go through five days of immersive training and return the next Monday ready to run $1,200 average tickets. That’s not theory, that’s Brian’s system in action.

 
Building a Scalable Coaching Machine

One of the most common questions I get from contractors is this: “How do I get my team to use this stuff?”

The answer? You go first.

Brian didn’t outsource his coaching. He didn’t wait for someone else to figure it out. He dove into the tools himself. He took full accountability. That’s the key difference between chaos and consistency.

As his team grows, Brian will eventually step into more of a general manager or visionary owner role but his fingerprints will still be on the culture. He’s setting the tone, building the systems, and creating a legacy. And that’s how great companies grow: by leading from the front, then building a team that can carry the torch.

 
Final Thoughts for Contractors and Coaches

If you’re still on the fence about Service MVP or Rilla AI here’s my advice: stop hesitating. The only real downside is not using them.

Together, these tools give you everything you need to coach effectively, sell responsibly, and serve at the highest level. But it only works if you commit. If you just buy it and delegate it, nothing will change. But if you lead with it, train with it, and embed it into your culture, everything will change.

Brian McDermott didn’t just build a team. He built a movement, one benchmarked call, one magic moment, and one five-star review at a time.

Become the MVP of your market. Let’s grow.

—Joe Crisara
America’s Service Sales Coach