How Aire Serv Multiplied Sales Conversion Rates from 10% to 27%

Aire Serv's core challenge was a sales conversion gap that was costing the company significant revenue. When a technician completed a service call and identified a replacement opportunity, the standard industry benchmark was a 10% conversion rate. Aire Serv's performance matched the industry standard—until Rilla provided a solution. By enabling managers to review calls and provide immediate, specific feedback, Aire Serv transformed their sales process.

The results were exceptional. Aire Serv increased their conversion rate from customers identified as needing replacements from 10% to 27%—a 170% improvement. More importantly, this came through better sales conversations, not higher pricing. Customers began asking what had changed. The answer was consistent: "Rilla got us. Our technicians are now walking through needs systematically, and customers appreciate the professionalism and care."

The impact extended to replacement opportunity capture. Aire Serv began flipping 70% of identified replacement opportunities into actual sales—up from a previous 20-30% range. This dramatic improvement meant the company was finally converting the potential that had always been sitting in their customer base.

Closing rates on residential replacements, which represent 80% of the company's business, jumped from 43% to 60%—a massive improvement on their core revenue driver. Lee Downing, who leads the company's HVAC operations, noted: "That's huge because residential replacements are 80% of our business. When you improve that metric, everything improves."

The coaching impact became visible immediately. A new sales manager, Austin, fully embraced Rilla and used it intensively to listen to calls repeatedly, understand his objection-handling skills, and refine his approach. In July, Austin sold over $300,000 in new systems at a 53% close rate—demonstrating that Rilla-enabled coaching could take a developing manager and move him into elite sales performance.

Aire Serv's results illustrate a fundamental business principle: better feedback creates better performance. By giving technicians and managers the ability to review their own calls and learn from top performers, Aire Serv unlocked sales potential that was always present but never fully captured. The testimonial from Lee Downing says it best: "If I left Aire Serv for any reason, I would want to make sure the next company I joined had Rilla because of the protection it provides and the coaching that allows technicians to become better."