More calls per tech isn't growth, it's just burnout with extra steps. We'd rather a tech run fewer calls and knock every one out of the park: take their time, offer options, catch the problems before they break, and give the customer an experience they've never had. You can't scale on halfway calls. You scale on great ones.

How do you get more jobs done without burning your texts out? I think the real question is how do we do a better job on the calls that we are able to run? Here at Peterman Brothers, we are never going to run our texts on eight, nine calls a day and think that they're actually going to provide a really good level of service. You get tired, it's hot out, it's cold out, whatever the elements, you're working out in them and you're carrying on conversations with customers and doing all of the things that make our trades so unique and so special that what we like to do is one, we teach our technicians how to offer options, we want them to take their time, we want them to wow the customer, we want them to provide an experience unlike this customer has ever seen. To us, it's not about quantity, it's about quality. Can you run better calls, take care of customers and maybe take care of some of the needs they didn't know about, they weren't aware that they could upgrade their home with or options that may prevent you from calling them again in the future by fixing things before they break. All of these things are things to consider when you're thinking about growing a company. There will be a time to add more technicians and run more calls and take care of more customers. But if you're just running halfway calls and doing an okay job, it's going to be very difficult to scale your call volume because you're not running a quality call.