Owned and Operated - A Plumbing, Electrical, and HVAC Business Growth Podcast

The Consumer Always Wins: Building the Business They Actually Want

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Nov 4, 2025

A deep dive into consumer-centric strategies in home services takes center stage. Discover how a shift from lead generation to a full-funnel platform enhances customer experiences. Learn about answer engine optimization and its impact on search, providing fast tactics for businesses to improve visibility. The discussion highlights competitive dynamics, revealing how nimble operators can outperform larger players. Jamie and John share insights on prioritizing technology wisely and the significance of seamless financing solutions to close more jobs.

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INSIGHT

Platform Approach From Inquiry To Install

Modernize shifted from lead aggregation to a full platform focused on inquiry-to-install support.
They built financing, programmatic, SEO, and conversion tools to help customers close more jobs.

INSIGHT

Consumer Experience Drives Consolidation

Consumer experience now dictates technology convergence and product breadth in home services.
Companies expand capabilities to deliver end-to-end experiences that drive loyalty and repeat business.

ANECDOTE

Domino’s Pizza Tracker Example

Jamie compared home-services UX expectations to tracking a Domino's pizza order end-to-end.
That pizza-tracking experience illustrates how consumers now expect transparent, step-by-step service journeys.

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In this episode, John Wilson sits down with Jamie from Modernize to unpack how a consumer-obsessed mindset is reshaping home services—from the first inquiry to the final install. They dig into why “experience always wins,” how answer engine optimization (AE/O) is changing search, and what a true platform approach looks like when lead gen, reputation, financing, and programmatic all work together.
You’ll hear how Modernize is building for the full funnel, why smaller, fast-moving operators can out-execute well-funded incumbents, and how to prioritize innovation without getting whiplash from weekly tech shifts.

💡 What You’ll Learn

Consumer > Everything: Practical ways to map (and measure) the end-to-end experience so customers call you back—again and again
AE/O, Not Just SEO: How answer engine optimization is rewriting local discovery and the quick-start tactics that move the needle now
Inquiry to Install: The modern funnel—leads, calls, reputation, email, and conversion flows that actually close jobs

🎧 Featured Guest

🧠 Jamie — Modernize

🎙️ Hosted by John Wilson

💼 Modernize is how smart contractors scale.

With inbound calls, live transfers, and branded programs, Modernize connects you to ready-to-buy homeowners. Over 9M leads delivered and $4B+ in revenue generated.

👉 Start growing

💼 Extra Special Thanks to Service Scalers!

We’ve been partnering with Service Scalers to maximize our Local Service Ads (LSAs) and optimize our Google My Business profiles, and the results have been incredible. With hundreds of thousands in sales and 900+ calls in a single week, GMBs are now our top-performing organic lead channel.

Want to learn how Service Scalers can do the same for you?

🔗Check Them Out Here

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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.