The Silent Growth Blocker in Home Services
Owned and Operated - A Plumbing, Electrical, and HVAC Business Growth Podcast
Data-Driven Staffing and Peak Call Times
John shares how hourly call data revealed peak/trough patterns and informed staffing and call center changes.
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 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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