The New Flat Rate Blog

Pricing, selling, and scaling, from contractors who've done it.

Get advice delivered to your inbox.

Stay in the loop on pricing, sales, and keeping good techs — plus training and events as they come up.

Browse by topic

Pricing Sales Marketing Business Growth Hiring & Team Operations Customer Experience

Browse by industry

HVAC Plumbing Electrical

Customer Experience

Plumber showing a homeowner pricing options on a tablet in her kitchen

7 min read

Plumbing Customer Retention: How to Turn One Service Call Into a Customer for Life

The New Flat Rate: Oct 21, 2026, 7:45:00 AM

Every plumbing company has a number it never looks at. Not revenue, not average ticket. The percentage of last year's customers who called you again...

plumbing Customer Experience

5 min read

Should You Replace a Part Before It Fails?

Russ Franklin: Sep 29, 2026, 7:45:00 AM

Sometimes. A technician should recommend replacing a working part when diagnostics show a legitimate concern, like a capacitor testing outside the...

Customer Experience

4 min read

HVAC Customer Retention: What Costs Less?

The New Flat Rate: Sep 22, 2026, 7:29:59 AM

Most contractors know exactly how much they spend on Google Ads each month. They know what the truck wrap cost. They know what they paid for direct...

hvac Customer Experience

6 min read

Why HVAC customer experience starts beyond the equipment

The New Flat Rate: Sep 16, 2026, 5:00:00 AM

A replacement unit can restore operation without restoring comfort. When airflow, ductwork, return placement, or other conditions remain unaddressed,...

hvac Customer Experience