Phil Risher grew his home-service business 20% in shoulder season by setting a clear goal: 480 booked jobs instead of last year's 400. He split a $480 bonus pool among four customer service reps and threw in an escape room outing. They hit the target.
400
480 jobs
Four CSRs
$480
A paid escape room outing
Here's how we grew our business by 20% in shoulder season with one simple change. I started working at this home service business. It was my first shoulder season and we were slow. And I said, okay, well, what's our goal in jobs booked? No one knew anything. It was crickets. So I went back and looked last year and I said, okay, we booked 400 jobs last year. So now this year, if I knew we wanted to grow by 20%, we needed to have 480 jobs booked as long as we kept everything else the same. And I told our four CSRs that if we hit 480 jobs, then everyone is going to get a slice of the pie of $480 divided by four people. They were motivated now to book as many jobs as possible and to work the leads as best as they could. I also doubled down on this promo and I said, hey, if we hit this, we're also going to all go to the escape room and it's going to be paid for on us. We ended up hitting our goal of 20% growth. And by the way, we did escape from the escape room.
