Turning Technicians into Sales Superstars: Lessons from Tommy Mello

The Profit Roadmap

Turning Technicians into Sales Superstars: Lessons from Tommy Mello

September 04, 2024

On this episode of the Profit Roadmap, we're talking with Tommy Mello, founder of A1 Garage Door Service, the largest garage door company in America. Tommy is also the host of the popular podcast "Home Service Expert" and a successful author.

We cover some great topics, including:

How to turn technicians into sales superstars
The importance of company culture and leadership
Using technology to grow your business
The power of branding in home services
And so much more!

Tommy's Story

Tommy's journey to success is a true American dream story.

Born and raised in Sterling Heights, Michigan, Tommy learned the value of hard work at a young age.

With divorced parents and a mom working three jobs, Tommy started mowing lawns and shoveling snow to earn money as a kid.

At age 12, he began washing dishes under the table at a local restaurant, and that hard work laid the foundation for his future success.

Tommy moved to Phoenix at 16 and started a landscaping company.

By 20, he was earning $30,000 a month from various hustles, including bartending and flipping cars.

Tommy eventually landed in the garage door industry by painting garage doors for a friend.

He started his own business (A1 Garage Door), making every mistake in the book along the way, but eventually grew his company to $200+ million in revenue.

Turning Technicians into Sales Superstars

Tommy believes that selling is a natural part of human interaction and that technicians don't need to become stereotypical "salespeople."

Tommy focuses on teaching his technicians to:

Smile and make eye contact
Say "thank you" and show appreciation
Listen actively to customer needs
Provide options and educate customers
Treat customers like family

He emphasizes that sales is about being a good human and helping customers make the best decisions for their homes.

The Power of Company Culture

Tommy has built a strong company culture based on transparency and meritocracy.

He shares all company financials with employees and encourages healthy competition.

Technicians can see each other's performance metrics, fostering a culture of continuous improvement.

To motivate his team, Tommy uses a "dream manager" approach.

The company helps employees discover their personal dreams and goals and then ties those aspirations to their work performance.

Leveraging Technology for Growth

A1 Garage Door Service uses a variety of software to streamline operations and improve customer service.

Some key tools include:

Business intelligence software for data analysis
AI-powered call analysis to improve customer interactions
Advanced dispatch systems to optimize technician routes
Social media management tools for marketing

The Importance of Branding

One of Tommy's game-changing moves was investing in proper branding.

A strong, consistent brand across all touchpoints - from trucks to uniforms to marketing materials - has helped A1 Garage Door Service stand out in a crowded market.

Advice for Aspiring Entrepreneurs

Tommy's advice for those looking to grow their service businesses to the next level is: