Editor Kristen Bayles spoke with Blake Turner, master trainer at Nexstar, to discuss the misconceptions surrounding "upselling," and how through a few simple steps — focusing on communication, presenting options, and helping customers make informed decisions — contractors can improve both the customer experience and their business outcomes, without ever feeling like a salesperson.
According to recent research by Google, 70% of customers now take over a day to decide on which company to go to for both plumbing and HVAC jobs – even worse, 40% take up to a whole week. That means by not following up, you could be missing out on thousands in lost revenue.
Presenting rebate amounts and net costs alongside energy savings over time can shift the conversation from “How much will it cost?” to “What’s this really worth?”
Geoffery Holloway has been appointed to vice president and general manager.
September 26, 2025
Holloway brings over twenty five years of experience in the industry to this role, including his most recent role as VP of Canadian sales at A.O. Smith Enterprises.
Today, AI is changing how people search for services and solve problems. But does this spell the end for traditional local SEO? Not quite. Instead, it signals that plumbing and HVAC businesses must evolve to thrive in an AI-driven world.