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

She Said No to a Bigger Territory. Here's What Happened Instead. #ServiceTitan

4 Sept 2026 · 1 min

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In this short monologue, the speaker—an owner/manager of a plumbing and heating service company—explains why the business deliberately limits its service area to a 15‑mile radius. The goal is to keep "windshield time" (the time a technician spends driving) under 20 minutes, which improves efficiency and technician satisfaction. Rather than expanding the territory, the company chose to "own our backyard," leveraging its deep local roots and community reputation. Savings from the tight service model are reinvested back into the business, allowing higher pay and benefits that attract technicians willing to commute long distances. The speaker highlights how this focused strategy creates a virtuous cycle of employee happiness, customer familiarity, and sustainable growth.

Chapters

Our service area is 15 miles wide. We don't travel. Our windshield time, if a technician is in their car for more than 20 minutes, that's a long time. And so for us, we had to decide what do we want to do? Do we want to expand our net? Do we want to go a little bit further with just plumbing and heating, or do we really want to own our backyard? And for us, owning our backyard is what we about what made most sense for us. I live in this town, you know, so the people that my kids go to school with, like, we're talking about our company all the time. Mm-hmm. We have people, we have technicians that drive over an hour to work for us, right? Because the money that we are seeing fall through the bottom, we're reinvesting that back into the business so that we can give back to the technicians that are so happy to go out to a customer's home.