What Home Service Businesses NEED To Stop Missing Calls
Owned and Operated - A Plumbing, Electrical, and HVAC Business Growth Podcast
Hiring CSRs: Too Late and Stepping Out Too Early
Daryna warns owners hire before pain and remain involved to train CSRs on objections and messaging.
In this episode, John Wilson sits down with Daryna Kulya, co-founder of Quo (formerly OpenPhone), to unpack one of the most underappreciated growth levers in home services: how you communicate as you scale. What starts as “one tech, one phone, one truck” quickly becomes a bottleneck once you’re trying to hire CSRs, build a call center, and stop missing leads. Daryna shares the real story behind Quo’s rebrand, why they’re building for the long term, and how modern phone + text workflows are evolving with AI.
They dive into the hard operational truth most contractors learn too late: you don’t feel the communication pain until your customers already do. From missed calls, speed-to-lead, shared inboxes, and staffing by the hour (not the day), to AI call agents that outperform voicemail 3x, this is a tactical conversation for any operator trying to grow past the owner-operator stage. If you’re scaling HVAC, plumbing, electrical, restoration, or any service trade — and you want to stop leaking revenue through missed calls and messy handoffs — this one’s a must-listen.
What You’ll Learn
- Why Quo rebranded from OpenPhone — and what that signals about the future of communication
- The hidden scaling trap of using your personal cell number
- When contractors hire CSRs too late (and step out too early)
- Why staffing by the day hides the real missed-call problem
🎙️ Hosts & Guest
Host
John Wilson
Guest
Daryna Kulya — Co-Founder, Quo (formerly OpenPhone)
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💼 Shoutout to PayPerCall.io
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💼 Shoutout to ReferPro!
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More Ways To Connect with O&O
John Wilson, CEO of Wilson Companies
Jack Carr, CEO of Rapid HVAC
📌 Disclaimer: Some links may include UTM parameters or affiliate relationships, meaning we may earn a commission if you make a purchase. Episodes may feature sponsors, but all opinions expressed are our own.
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