How Neighborly Transformed Sales Coaching to 35 Ridealongs Per Day

Neighborly faced a critical challenge: they were conducting no more than 10 ride alongs per month, leaving significant gaps in their ability to coach and develop their team.

This lack of visibility meant management couldn't effectively identify performance issues or share winning techniques across their organization. Rilla changed everything by enabling virtual ride alongs at scale, allowing their team to conduct 35 ride alongs per day.

"With Rilla it allows us to do three, four, five virtual ride alongs—not just one person's perspective, but multiple viewpoints on how to handle customer interactions. The platform transformed our ability to scale coaching across the entire organization," the team noted. Rather than waiting months to see improvement through traditional one-on-one coaching, Rilla enabled peer learning at unprecedented speed.

The impact on closing rates was dramatic. Neighborly's closing percentage on residential replacements jumped from 43% to 60% in a single month—a 7-8% increase that directly improved revenue. This wasn't achieved through price increases but through better customer conversations and more strategic positioning.

Just as important, job averages increased by $200-$300 per service call. This improvement came as service professionals internalized best practices from top performers on their team. As one team member reflected: "Technicians are able to take care of their families better. It's always been 'you got to get on a call, forget the price, get on a call as quick as you can,' but now we're seeing both—speed and quality."

The training efficiency gain was transformational. Rather than requiring multiple in-person ride alongs that disrupted schedules, managers could review calls asynchronously and identify coaching opportunities in minutes. This made it possible for lower-performing service professionals to learn directly from top performers without being explicitly told they were receiving coaching—they saw themselves improving through direct observation and reflection.

Neighborly's results demonstrate that professional development doesn't require more time—it requires better visibility. By giving their team the tools to learn from each other, Neighborly created a culture where improvement is continuous and best practices spread instantly across the entire organization.