Hosts Stephen Olmon and Collin Trimble tackle one of the most misunderstood parts of a security & fire-alarm business: the service department. Too many owners treat service like a cost of doing business—something you begrudgingly do to keep customers from canceling. That mindset is killing growth and lowering valuations.
In this episode, the Alarm Masters partners break down why service is actually the tip of the spear for customer experience, one of the most controllable revenue streams in the company, and a huge driver of enterprise value. They share real examples of how service failures cause churn, how tight process and communication prevent blowups, and why “see you tomorrow” has to be built into the DNA of your service culture.
They also get tactical on profitability: how to schedule tighter, keep tech utilization high, price service competitively without racing to the bottom, and actively create service demand instead of waiting for the phone to ring. If you’re buying companies, scaling one, or planning to sell, this is a playbook for turning service into recurring, predictable, high-margin revenue.
✨ What You’ll Learn
- Why your service department is the #1 driver of customer experience (and cancellations)
- How service can be more profitable than projects when run right
- The exact process + communication landmines that cause churn
- How to use non-customer service calls to win new monitoring accounts
- What to look for in a great service manager (and why the default picks usually fail)
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Stephen Olmon
Collin Trimble
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