Bill BrownFounder of ServiceTitan Hacks community (9k+ pros) | INC 5000 Contractor | Helping contractors win with AI & Automation

Prevent Unnecessary HVAC Truck Rolls #shorts

12 May 2026 · 1 min

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1:14

In this short video, Bill Brown explains how his HVAC business was facing frequent, unnecessary service calls—known as truck rolls—after installing new systems. Technicians, motivated by commission, would revisit customers within six months to a couple of years trying to sell additional options, which frustrated customers who had already been presented with all available upgrades. To eliminate these unwanted visits, Bill sought a solution that would let the company monitor installed systems remotely. By leveraging Smart AC technology, technicians can log into the system, verify that it’s operating correctly, and communicate status updates or video confirmations to customers. This remote monitoring provides customers peace of mind, demonstrates ongoing care, and allows technicians to address temperature complaints without a physical visit, ultimately reducing service costs and preserving customer trust.

Chapters

When I was looking for a solution, what I was trying to do is prevent truck rolls on new systems we'd installed. So as we got better at sales, we would, as we got our average tickets up to $15,000, the customer heard about every single option, every add-on that we had, all the IQ. So we'd install this system, we'd do a great job, we'd do a great quality audit and checkout, and then we come out 6 months later and my experienced techs would want to try to sell them something because they made commission. And customers were like really turned off by that. They were like, you know, they had heard everything that we offered at that point and they either bought it or they didn't. So I didn't feel like there was a lot of opportunity, you know, within that 6 months, 1 year, maybe even 2 years. So I was searching on the market for a solution that I could monitor the systems remotely. Give the customer the peace of mind and know that their system was operating good, but didn't have to go out and try to sell them something to make money.
You know, on the new systems with the, with the Smart AC, it's like we can just log in, hey, the unit's working fine. Send the customer a message, send 'em a video or a message and say, hey, everything's working great.
No, no issues.
Unless they, you know, sometimes we'll get feedback, hey, this room's hot or this room's cold. Which is great because sometimes you don't get all that feedback either.
It helps with the customer, uh, knows that you care, you're watching. You just didn't sell them something and leave.