#194 This AI Transformed Customer Service—Here's How Avoca Did It

Looking to break into the home service industry through business acquisitions? In this episode of Jack Acquisitions, we sit down with Elias Youssef, a 24-year-old entrepreneur who’s quickly making a name for himself by acquiring and scaling blue-collar service businesses. Based in Denver, Colorado, Elias shares how he transitioned from selling appliances to owning a fast-growing plumbing company, using creative deal structures and relentless outreach to land his first acquisition. His story offers a blueprint for aspiring entrepreneurs who want to grow through home service business acquisitions and enter the trades without large upfront capital.Elias walks us through how he sourced deals through cold calling, built a team of experienced operators, and executed a management services agreement (MSA)—a unique acquisition model that minimizes financial risk while maximizing upside. With ambitious plans to hit a $10 million revenue run rate by the end of the year and scale to $27 million, Elias reveals his playbook for growth through acquisitions, operational excellence, and mentorship from seasoned industry professionals.🎙️ Episode Host: 🗣️ Jack Carr 🎙️ Guest: Elias Youssef💼 Shoutout to Appletree Business Services HVAC and plumbing pros—ditch tax surprises and unresponsive accountants. Appletree handles your books, taxes, payroll, and acquisitions, and they know tools like ServiceTitan cold.🎁 Get a free tax & financial review or 10% off a QOE report. 👉 Book a call at appletreebusiness.com — tell Patrick Jack sent you.💼 Special Thanks to First Internet Bank! Looking to buy or expand a business? First Internet Bank is a National Preferred SBA lender specializing in acquisitions for the skilled trades. Their SBA loan program offers up to 90% financing for business acquisitions, partner buyouts, and commercial real estate—plus optional lines of credit to fuel future growth. Unlike traditional lenders, they take a “how can we” approach, making deals happen for both first-time buyers and experienced operators.👉 Special Offer: Mention Owned and Operated for a reduced good faith deposit and a complimentary deal review + buyside prequalification.Connect with Alan Peterson from First Internet Bank here to get started 📢 Enjoyed the episode? ✅ Like, Comment & Subscribe for real-world stories on building in the blue-collar space.Send Us Mail!Contact Owned and Operated: [email protected] Visit the website for more information More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC

Curious how AI is transforming the way home service businesses handle customer calls and convert leads? In this episode of Owned and Operated, John sits down with Rafi, from Avoca—an innovative voice AI platform purpose-built for the trades. Together, they dive deep into how AI is reshaping call center operations, reducing reliance on human CSRs, and boosting conversion rates across the board.From 24/7 call answering to real-time customer interaction, Avoca is helping businesses from $2M to $100M scale more efficiently while cutting costs and minimizing lost leads. Rafi shares the strategy behind successful AI implementation, stressing the importance of starting small, refining workflows, and scaling with confidence.Plus, we explore other high-impact AI tools for home service businesses, like in-field technician coaching and automated dispatching—offering a glimpse into the future of operational excellence in the trades.🚨 In This Episode, We Cover: 🔹 How voice AI is revolutionizing call center operations 🔹 Reducing lead loss and driving better conversion rates 🔹 Real-world success stories from $20M–$100M businesses using Avoca 🔹 Tactics for starting small and scaling AI across your org 🔹 Other AI innovations in coaching, dispatch, and more 🔹 Why now is the time to adopt AI in the home service industry🎙️ Episode Host: 🗣️ John Wilson 🎙️ Guest: 🗣️ Rafi from Avoca AI 💡 Shoutout to Avoca AI! Avoca is helping home service companies level up with 24/7 AI call handling, performance insights, and targeted coaching. 🔗 Book a demo📢 Enjoyed the episode? ✅ Like, Comment & Subscribe for weekly insights on scaling your service business with cutting-edge operations, marketing, and technologySend Us Mail!Contact Owned and Operated: [email protected] Visit the website for more information More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC

Want to grow and scale your plumbing business with proven strategies for sales, operations, and fulfillment? In this episode of Owned and Operated, we break down exactly how to build a successful plumbing company—from optimizing pricing structures and boosting conversion rates to training teams and improving customer experience. Hosts John Wilson and Jack Carr share their real-world experiences growing a profitable plumbing business, revealing hard-won lessons and key tactics that drive sustainable growth in the home service industry.Whether you’re a plumbing business owner, contractor, or service entrepreneur, this episode is your go-to guide for mastering plumbing sales, improving operational efficiency, and setting up systems for long-term success. We cover essential topics like lead generation, sales funnels, service fulfillment, and the importance of dedicated sales and installation roles. Plus, we take you behind the scenes of our own journey—building a professional studio and reflecting on the realities of growing both a service business and a brand.🚨 In This Episode, We Cover:🔹 The core pillars of growth: leads, sales, and fulfillment 🔹 How to tighten your pricing structure and boost profitability 🔹 Strategies for training teams to increase efficiency and service quality 🔹 Why dedicated sales and installation roles drive better performance 🔹 Operational gaps to watch for—and how to close them fast 🔹 The personal side of building a business and a podcast studio‍💼 Shoutout to Avoca AI! Avoca AI is helping us level up call center training and tech performance. They analyze calls, provide targeted coaching, and help drive better results across the board. 🔗 Book a demo!💼 Shoutout to Quick Staffers LLC Need trained HVAC & plumbing CSRs at a fraction of the cost? Quick Staffers LLC specializes in placing top-tier global talent with the best SOPs and scripts. 🔥 Get $1,000 off your first placement here🎙️ Episode Hosts:🗣️ John Wilson – [x.com/wilsoncompanies]🗣️ Jack Carr - [x.com/thehvacjack]📢 Enjoyed the episode? ✅ Like, Comment & Subscribe for weekly content on scaling home service businesses, marketing tactics, operations, and more!‍Send Us Mail!Contact Owned and Operated: [email protected] Visit the website for more information More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC

The Ultimate Playbook to Buy & Scale Small BusinessesWant to grow your business through smart acquisitions, direct outreach, and personal branding? In this episode of JackQuisitions, we dive deep into the art of buying small businesses and building relationships that close deals. Host Jack sits down with an experienced operator to explore what it really takes to acquire businesses, from cold calls to contract signing.Whether you’re a new buyer, an aspiring entrepreneur, or an operator aiming to expand your portfolio, this episode is your blueprint for mastering business acquisitions, deal structuring, and effective broker relations. Learn proven strategies for sourcing deals, building trust with sellers, and navigating private equity competition.Discover how top acquirers are identifying great opportunities, building authentic connections, and using storytelling to stand out in a crowded market. You’ll also hear real-life examples of deals—from pool cleaning to art framing shops—and gain insight into due diligence, deal terms, and transitioning ownership the right way.🚨 In This Episode, We Cover:🔹 How to cold call and source small business deals effectively 🔹 The challenges and benefits of working with private equity vs. good                  operators 🔹 Why storytelling and personal branding are key to broker success 🔹 Real-world acquisition stories: from pool cleaning to art framing 🔹 How to handle deal terms, due diligence, and transitions smoothly 🔹 Tips for standing out as a serious buyer in a competitive market💼 Special Thanks to First Internet Bank! Looking to buy or expand a business? First Internet Bank is a National Preferred SBA lender specializing in acquisitions for the skilled trades. Their SBA7a loan program offers up to 90% financing for business acquisitions, partner buyouts, and commercial real estate—plus optional lines of credit to fuel future growth. Unlike traditional lenders, they take a “how can we” approach, making deals happen for both first-time buyers and experienced operators.👉 Special Offer: Mention Owned and Operated for a reduced good faith deposit and a complimentary deal review + buyside prequalification.Get Started Here 🎙️ Episode Host: 🗣️ Jack – x.com/thehvacjack🎙️ Episode Guest:🗣️ Chris Barr - Linkedin📢 Enjoyed the episode? ✅ Like, Comment & Subscribe for weekly insights on business acquisitions, deal flow, marketing, and growth strategies!Send Us Mail!Contact Owned and Operated: [email protected] Visit the website for more information More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC

Want to grow your HVAC, plumbing, or roofing business using AI, lead generation, and marketing automation? In this episode of Owned and Operated, we dive into how artificial intelligence is transforming the home service industry. Host John Wilson sits down with James Zaner from Modernize to explore cutting-edge strategies for using AI-powered tools to generate high-quality leads, automate operations, and expand into new markets. Whether you're a contractor, service business owner, or operator looking to scale, this episode is your playbook for growth through AI integration, customer segmentation, and smart marketing systems.Discover how top-performing service businesses are leveraging AI for business growth, customer acquisition, and operational efficiency. James shares how Modernize uses tools like ChatGPT, CRM systems, and AI automation to improve sales productivity, nurture long-term customer value, and drive sustainable expansion. From optimizing lead generation funnels to implementing AI agents and marketing tech stacks, you’ll learn exactly how to modernize your service business and stay ahead in a competitive market.🚨 In This Episode, We Cover: 🔹 How Modernize uses AI to scale lead generation and improve ROI🔹 Real-world applications of ChatGPT and automation in business operations🔹 The importance of customer segmentation and CRM in growth🔹 Why modernizing traditional trades is crucial for future-proofing🔹 How to align marketing strategy with long-term customer value🔹 Market expansion tactics driven by smart data and AI💼 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: 💼 Shoutout to Avoca AI! Looking to train your call center and improve technician performance? Avoca AI helps teams identify issues, improve call quality, and drive results from start to finish. 🔗 Schedule a demo🎙️ Episode Host:🗣️ John Wilson 🎙️ Episode Guest:🗣️ James Zayner📢 Enjoyed the episode?✅ Like, Comment & Subscribe for weekly content on growing and scaling service businesses, marketing, ops, AI tools, and more!Send Us Mail!Contact Owned and Operated: [email protected] Visit the website for more information More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC

Looking to supercharge your business growth through smarter marketing, AI integration, and automation? In this episode of Owned and Operated, we sit down with Sam Preston and Ethan Wright from Service Scalers to dive deep into the strategies that are transforming small and medium-sized businesses. Whether you're just starting to invest in digital marketing or optimizing operations with AI, this episode is packed with actionable advice to drive profitability and efficiency.Sam and Ethan share what’s working right now in digital marketing—from leveraging long-tail keywords to integrating AI agents that improve customer service and business operations. You’ll hear how to build a brand that stands the test of time, how automation boosts lead generation, and why customer retention is more important than ever for scaling sustainably.🚨 In This Episode, We Cover: 🔹 The real advantages and challenges of implementing AI in marketing 🔹 Why strong brand-building is critical for long-term success 🔹 How to optimize your lead generation process for profitability 🔹 Customer retention strategies that fuel sustainable growth 🔹 Automation tactics that streamline operations and boost efficiency 🔹 Emerging marketing trends: long-tail keywords and AI agents💼 Shoutout to Avoca AI!Looking to train your call center and improve technician performance? Avoca AI helps teams identify issues, improve call quality, and drive results from start to finish. 🔗 Schedule a demo: Shout Out to FieldPulse 🚀FieldPulse is an incredible Field Service Management platform that helps you save hours each week while keeping your operations running smoothly. If you're looking to streamline your processes, stay competitive, and focus on what truly matters, FieldPulse is a game-changer!📅 Book your demo: 🎙️ Episode Hosts:🗣️ John Wilson – @WilsonCompanies🎙️ Episode Guests:🗣️ Sam Preston 🗣️ Ethan Wright 📢 Enjoyed the episode?✅ Like, Comment & Subscribe for weekly content on growing and scaling service businesses, smart operations, marketing strategies, and much moreSend Us Mail!Contact Owned and Operated: [email protected] Visit the website for more information More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC

From Investment Banking to HVAC Ownership: Will’s First 90 Days Scaling a Service Business Looking to scale your HVAC or home service business effectively? In this episode of Owned and Operated, we sit down with Will, a former investment banker who’s now leading an HVAC company, to unpack real strategies for rapid, sustainable growth in the trades. Whether you’re acquiring your first business or streamlining operations post-acquisition, this episode is packed with actionable advice.🚨 In This Episode, We Cover: 🔹 Why wearing too many hats can kill your growth 🔹 What Will changed in the first 90 days of ownership 🔹 How to create a pricing model that actually works 🔹 Managing uncertainty in a post-tariff environment 🔹 The difference in leading white-collar vs. blue-collar teams 🔹 How to tackle inefficiencies without losing momentum 🔹 The must-have elements of a long-term growth planShout Out to FieldPulse 🚀 FieldPulse is an incredible Field Service Management platform that helps you save hours each week while keeping your operations running smoothly. If you're looking to streamline your processes, stay competitive, and focus on what truly matters, FieldPulse is a game-changer! 📅Book your demo:💼 Shoutout to our Owned and Operated Pro program. We’ve built Owned and Operated Pro for operators who are serious about growth. It's the behind-the-scenes pass to real acquisition strategies, deep dives into operations, and the exact tools we're using to scale service businesses.🔗 Unlock exclusive content, private AMAs, and tactical playbooks here: 🎙️ Episode Hosts: 🗣️ John Wilson – @WilsonCompanies🗣️ Jack Carr – @thehvacjack 🎙️ Episode Guest: 🗣️ Will Schryver – LinkedIn📢 Enjoyed the episode? ✅ Like, Comment & Subscribe for weekly content on growing and scaling service businesses, smart operations, and real-world leadership strategies.Send Us Mail!Contact Owned and Operated: [email protected] Visit the website for more information More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC

Looking to grow your home service business with smarter marketing? In this episode, uncover expert strategies to elevate your brand, dominate local search, and drive real results through modernized media tactics. Tony Castellucci from Wanamaker Advertising joins us to break down how service businesses can shift from outdated marketing methods to high-converting digital strategies that work in 2025.Learn why optimizing your Google My Business profile is now the most effective organic lead generator, how to use LSAs the right way, and where traditional channels like TV and radio still hold value—when used strategically. We also dig into ROI tracking, tech-powered branding, and building a unified marketing approach that amplifies reach and impact.This episode is packed with insights for home service business owners, marketers, and anyone looking to build a stronger brand presence both online and offline.🚨 In This Episode, We Cover: 🔹 Why GMB now outperforms LSAs for local leads 🔹 Making traditional media like TV & radio work in 2025 🔹 When to modernize vs. when to double down on classics 🔹 Tactical tips for tracking ROI across platforms 🔹 Blending digital and traditional to scale your brand 🔹 Lead gen strategies tailored to the home service industry 🔹 Branding that cuts through noise in competitive markets💼 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: 💼 Special Thanks to FieldPulse FieldPulse is an incredible Field Service Management platform that helps you save hours each week while keeping your operations running smoothly. If you're looking to streamline your processes, stay competitive, and focus on what truly matters, FieldPulse is a game-changer!📅 Book your demo here🎙️ Episode Host: 🗣️ John Wilson – Follow on X: @WilsonCompanies🎙️ Episode Guest: 🗣️ Tony Castellucci – Follow on X: @leads_wantmore 📍 Check out Wanamaker Advertising → wantmore-leads.com📢 Enjoyed the episode? ✅ Like, Comment & Subscribe for more content on service business growth, marketing, and smart scaling strategies.Send Us Mail!Contact Owned and Operated: [email protected] Visit the website for more information More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC

Looking to grow your junk removal business or expand your service-based company? In this episode uncover actionable business strategies, marketing hacks, and scaling secrets that fuel sustainable growth in the service industry. From humble beginnings during the pandemic to building a mission-driven brand, Walter shares his blueprint for success and the powerful role of community impact.Learn how Walter harnessed local PR, Google My Business, and social media to accelerate Junk Drop's visibility—and how he overcame the challenges of hiring, scaling across multiple locations, and running operations out-of-state. Plus, discover how his newest venture, Local Lytic, is turning customer reviews into competitive intelligence for local businesses.This episode is packed with practical advice for junk removal businesses, service entrepreneurs, and anyone looking to scale with purpose.🚨 In This Episode, We Cover: 🔹 How Junk Drop grew from zero using press and PR🔹 Overcoming hiring and out-of-state operational hurdles🔹 The power of peer groups for business problem-solving🔹 Using Google My Business to generate leads🔹 Social media strategies that actually convert🔹 Local Lytic: Analyzing reviews to gain market insight🔹 Building a business with a philanthropic mission💼 Shoutout to our Owned and Operated Pro program. We’ve built Owned and Operated Pro for operators who are serious about growth. It's the behind-the-scenes pass to real acquisition strategies, deep dives into operations, and the exact tools we're using to scale service businesses.🔗 Unlock exclusive content, private AMAs, and tactical playbooks here💼 Special Thanks to Service ScalersWe’ve partnered with Service Scalers to dominate Google My Business (GMB) and Local Service Ads (LSAs)—bringing in thousands of leads and driving real business growth.🔗 Check them out here🎙️ Episode Host:🗣️ Jack Carr – Follow on X: @TheHVACJack🎙️ Episode Guest:🗣️ Walter Hindman 📢 Enjoyed the episode?✅ Like, Comment & Subscribe for more content on service business growth, marketing, and smart scaling strategies.#JunkRemoval #ServiceBusiness #SmallBusinessGrowth #BusinessScaling #PRMarketing #GoogleMyBusiness #LocalSEO #LocalLytic #Entrepreneurship #SocialImpact #LocalBusinessStrategy #BusinessPodcastSend Us Mail!Contact Owned and Operated: [email protected] Visit the website for more information More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC

Looking to grow your towing business or break into the towing industry? In this episode, Jack Carr hosts Matt Saskin from East Coast Towing to explore proven towing business strategies, effective growth tactics, and the latest towing industry trends. Matt shares his unique journey from a tech background to becoming a successful towing company owner, covering topics like AI-powered call center solutions with Avoca, consensual vs. non-consensual towing, and much more.In this in-depth conversation, we discuss how Matt has successfully optimized towing operations, scaled his towing business, and leveraged acquisitions to accelerate growth. They also analyze a towing business listing to reveal essential valuation tips and common pitfalls in buying towing companies. The episode concludes with a comprehensive look at the fragmented towing market and the potential for industry consolidation in the future.Whether you're in the towing business, auto services, or any service business, this episode is a must-watch for business scaling, towing acquisitions, and operational optimization to ensure long-term business success.🚨 In This Episode, We Cover:🔹 How AI and Avoca are improving call center efficiency in towing🔹 Consensual vs. non-consensual towing—what’s the difference?🔹 Matt's transition from tech to towing and business ownership🔹 Scaling a towing business and optimizing operations🔹 The power of acquisitions in the towing industry🔹 Analyzing a towing business listing—valuation and pitfalls🔹 The future of the towing industry and consolidation trends💼 Shoutout to Avoca AI! Looking to train your call center and improve technician performance? Avoca AI helps teams identify issues, improve call quality, and drive results from start to finish. 🔗 Schedule a demo here🚀 Huge Shoutout to SupplyHouse!When it comes to fast turnaround times, SupplyHouse has our back! With 250,000+ SKUs covering plumbing, HVAC, and electrical, they make sure we get the right materials—fast and hassle-free.💡Their Trademaster program offers free shipping, returns, and discounts, all with no membership fee.🔗 Check them out & level up your supply game here🎙️ Episode Host:🗣️ Jack Carr – Follow on X: @TheHVACJack🎙️ Episode Guest:🗣️ Matthew Saskin📢 Enjoyed the episode?✅ Like, Comment & Subscribe for expert insights into the towing industry, business scaling, and acquisitions!#TowingBusiness #TowingIndustry #BusinessGrowth #TowingAcquisitions #AIinTowing #BusinessOptimization #ConsensualTowing #NonConsensualTowing #TowTrucks #HeavyDutyTowing #SmallBusiness #Entrepreneurship #AI #BusinessScaling #TowingMarketSend Us Mail!Contact Owned and Operated: [email protected] Visit the website for more information More Ways To Connect with O&O John's YouTube Channel Weekly Newsletter Leave a Review John Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC