Transforming Customer Service with AI Chatbots

AI isn’t just hype, it’s already changing how service companies capture leads, close deals, and keep customers happy. In this episode, Chris and Brandon dive into the most practical, boots-on-the-ground conversation we’ve ever had about AI for the trades.

Our guest, Nick D’Urbano, CRO and co-founder of Distance, brings a wild career path, from Deloitte M&A to running growth for Victoria’s Secret overseas, to his mission of helping restoration, plumbing, and HVAC companies stop letting revenue slip through the cracks

Why you should listen:

• [00:03:37] Nick’s career path and how e-commerce growth strategies translate perfectly into service industries.

• [00:10:19] Why your call intake process is probably leaking revenue—and how to fix it before spending more on marketing.

• [00:16:30] The cost of missed calls, after-hours gaps, and the “storm surge” scenario where AI can save six-figure jobs.

• [00:23:35] Offensive vs. defensive AI strategies—when to focus on lead capture vs. protecting the leads you’ve already paid for.

• [00:33:37] How far AI voice has come—and why it’s no longer the clunky, robotic call bot you’re picturing.

• [00:44:21] Using AI across different channels (voice, SMS, chat) to meet customers where they’re at—in real time.

• [00:50:51] The opportunity to use AI for proactive customer check-ins to prevent small frustrations from turning into slow-pay invoices.

• [01:01:47] The three main ways Distance helps companies capture more leads and book more jobs.

Did you know...

Only 30% of businesses listed for sale actually find a buyer? Even more striking, just 10% of those sell for the price their owners anticipated or higher, meaning only 3% of all business owners achieve their desired sale price. By focusing on understanding and enhancing your enterprise value, you can significantly boost your chances of joining that successful 3%.

Business Health & Value Assessment

Start Assessment Know Your Enterprise Value. See Your Potential Gaps.

Complete this assessment in less than 15 minutes and receive a free assessment for your business that includes:

• A Lite Valuation Of Your Business
• Your Value Multiplier Per Your Industry
• Health Assessment Per Our PYB Methodology
• Business Value & Growth Roadmap Tailored For You
• Value Acceleration Strategies

Spotlight on Floodlight: Your Secret Weapon for Sales & Scaling

This isn’t a paid plug. It’s real talk from the front lines. If you’ve ever thought, “How do I get a VP-level sales leader or even a sales team without hiring full-time?” Floodlight has the answer.

Fractional Sales Leadership

• They act as your outsourced VP of Sales, taking full responsibility for training, managing, and growing your sales team. No six-figure hire needed.

• Clients often close 20 to 50 percent more deals within six months, thanks to data-driven coaching, CRM setup, scripts, and performance reviews.
  More at floodlightgrp.com/sales

Commercial Sales MasterCourse

• A self-paced, video-driven B2B sales course designed specifically for restoration teams. Perfect for building commercial revenue and getting free from TPA handcuffs.

• Covers mindset, prospecting, pipeline building, LinkedIn lead generation, and includes a $250 discount with code SALESBOOST.
  Details at floodlightgrp.com/courses

Tailored Consulting & Coaching

• Floodlight’s Propel Your Business methodology offers a full-circle roadmap: financials, sales, marketing, leadership, recruiting, productivity. All built for contractors.

• These aren’t “life coaches.” They’re former restoration owners who’ve lived the chaos and know how to scale out of it.
  Explore more at floodlightgrp.com

Live Training, Tools & Strategic Partnerships

• Floodlight also delivers live onsite and virtual training, keynote speaking, and leadership tracks covering operations, project management, and strategic growth.

• Bonus: They’ve vetted tools like Xcelerate, Liftify, and Sureti. Floodlight clients get access to exclusive discounts on tech that actually moves the needle.
  See all partnerships at floodlightgrp.com/partners

Why it matters for you as a listener

• You don’t need to figure this stuff out alone.

• If you’re serious about sales growth, operational clarity, exit readiness, or leadership development, Floodlight is already helping folks like you scale smarter.

• And you get it from industry insiders. People who’ve sat in your chair, survived the fires, and built systems that actually work.