XDR Bootcamp Day 4 - Business Mix, Trades & Residential ICP

Vocabulary flashcards covering the 88 key terms for XDR Bootcamp Day 4: Business Mix, Trades, and Residential Ideal Customer Profile (ICP).

Business mix

The type of customers a shop serves, measured as a % of annual revenue. Think "where do their techs go?"

Business mix split example

60/40 residential/commercial = 60% of yearly revenue from homes, 40% from businesses.

Why business mix matters

It changes the shop's workflows, personas, processes and pain points.

Residential (B2C)

Techs work in people's homes and deal straight with the homeowner.

Commercial (B2B)

Techs work on commercial buildings and deal with other businesses.

Residential customer base

Predictable needs, standard systems, pricing set ahead of time, almost always face-to-face.

Commercial customer base

Unique needs per business (access rules, approvals, work tracking), contracts for pricing and payment, only sometimes face-to-face.

Service / replacement work

Maintenance, replacement or upgrade on existing equipment. Usually short, a few days at most.

Retrofit and installs

Counted as service/replacement (a replacement or upgrade), NOT construction.

Construction work

Net new, built from the ground up: new home, new neighborhood, new warehouse.

Replacing an HVAC unit

Service/replacement.

Updating kitchen plumbing

Service/replacement.

New Amazon warehouse

Construction.

Neighborhood of new-build homes

Construction.

Bathroom remodel (in the lesson game)

Service/replacement in the lesson game. Heads up: the current 8/4 sheet lists remodel as construction, so go by the sheet on calls.

ICP

Ideal Customer Profile: best product fit, high close rates, low churn, happy customers. The bullseye.

DQ

Disqualify: low product-market fit. Tell them kindly ServiceTitan may not be the best fit right now.

Off Books

Shop doesn't fit ICP yet but will become ICP before onboarding or adopt the workflows.

Off Books credit

Off Books pipeline does NOT count as a flipped opportunity unless it's Closed Won.

SDR/MDR job

Supply Comm+ and Residential pipeline for the Corporate teams.

Your book of accounts

Has BOTH residential and commercial shops, so learn every ICP.

70% trade rule

At least 70% of revenue must come from an approved trade (example: over 30% appliance repair = no).

Over 30% New Trade

New Trades team runs it. You can't book it, pass it to Rachel Reder.

Over 30% unapproved or DQ trade

Can't be booked at all, not even Off Books.

HVAC

Approved. Residential includes sheet metal. Commercial includes refrigeration and sheet metal.

Plumbing

Approved. Includes repiping.

Electrical

Approved. Includes generator sales/service/install. Rentals = DQ. Solar over 30% = DQ.

Garage door

Approved. Includes gate services. Commercial: glass/glazing over 30% = DQ.

Chimney

Residential only, service and replacement only, includes fireplaces. Commercial chimney = no.

Septic

Service and replacement only. Includes sewer and storm drain. Residential and commercial both OK.

50% solar + 50% electrical

Does NOT meet ICP.

100% repiping

Meets ICP (repiping is plumbing).

70% sheet metal + 30% HVAC

Meets ICP (sheet metal is part of HVAC).

50% EV charging

Route to the New Trades team.

In-Home New Trades (IHT)

ACP trades routed to Jason Ferguson's team (Resi): under 30% exteriors, 70%+ approved trade, 51%+ residential service, under 50% commercial, under 31% construction.

Exteriors

ACP trades routed to Jamie Hofer's team: over 30% exteriors and 70%+ approved trade.

IHT trades

Irrigation, water treatment, handyman, pool and spa, locksmith.

IHT license rule

4+ licenses, all Managed Techs, OR $1M GMV for GMV-pricing trades, plus 1 full-time office person.

Handyman rule

GMV pricing only and must be over 50% residential.

Pool and spa rule

Needs a service and repair side and under 15% cleaning.

Locksmith rule

Residential only, 4+ people quoting in the field, service/repair/sales/install workflows. DQ if over 40% "AAA-style" car lockouts, over 40% car work, or needs barcode scanning.

Exteriors trades

Roofing, siding, gutters (all GMV pricing only).

Roofing rule

70%+ residential re-roof or maintenance, $1M+ revenue, 4+ MT licenses or $1M GMV, 1 FTO. $13M+ goes to Enterprise.

Roofing DQs

50%+ commercial roofing, over 30% construction roofing, over 50% insurance work, over 50% storm chasing, over 50% outsourced sales.

Siding and gutters

100% siding = DQ. 100% gutters = DQ.

IHT example

50% garage door + 50% locksmith = IHT. 25% gutters + 75% electrical = IHT.

Exteriors example

60% roofing, 10% gutters, 30% garage door = Exteriors. 50% HVAC + 50% roofing = Exteriors.

Corporate tech range

4 to 39 full-time technicians. 40+ = Enterprise, no SDR credit.

Why tech count matters

It sets the credit you get. Contracts are billed per managed tech (MT).

Sellable tech must

Run jobs on their own, be full-time, and bring in revenue.

Sellable tech roles

Service/maintenance tech, lead tech, lead installer, on-premise tech, sales tech.

Office-only sales tech

If they only write estimates from the office (common in construction), don't count them as a managed license.

3 techs willing to add a 4th

Can be booked Off Books. 0, 1 or 2 techs = DQ.

Tech count question

"How many full-time technicians do you have who can work a job by themselves?" Then ask each type separately.

On-premise follow-up

"Do you have on-premise contractors or techs, or do you dispatch all your techs to your locations?"

Full-time office (FTO)

At least 1 office person working 35+ hours a week. 2 part-timers adding up to 35 does NOT count.

Why FTO matters

They're usually the main contact in onboarding, and the office side (scheduling, dispatching) is a big part of the value.

Office module

Only works on a desktop computer, not a phone or tablet.

Workflow question

"Our workflows require scheduling and dispatching from a computer. Is this your current workflow today?" If no: willing to adopt within 30 days of signing? Still no = DQ.

What residential shops care about

Success (make money), Freedom (not stuck in the business 24/7), Respect, Growth.

Residential pain points

Homeowners feel ripped off, missed revenue (unsold estimates, service agreements), call backs and complaints.

Speed to cashflow

A COMMERCIAL pain point. Residential customers pay on site, to the tech or over the phone.

Residential daily workflow

Call comes in, office books it, dispatcher sends a tech, tech diagnoses, gives an estimate, does the work, office invoices, follow-up call.

After a tech is dispatched (residential)

Calls ahead, checks in and scopes the problem, writes an estimate. Billing "on an agreed sequence" is commercial, not residential.

Flat rate pricing

Fixed price for a job no matter how long it takes or what materials it uses.

Service agreement

Regular maintenance plan (mostly HVAC) with set frequency, usually at a discount. Builds an evergreen customer base, but hard to track by hand.

Call back

Tech has to go back because the job was done wrong or not finished. Costs the shop money.

Office Manager

Reports to the owner, runs office admin: scheduling, dispatching, accounting, reporting.

CSR / Dispatcher

Sets up and keeps the daily schedule of homeowner visits.

Service Technician

Does general service, maintenance and repair on homeowner equipment.

Apprentice / Helper

Assists experienced techs. Trainee or entry level.

Sales Tech / Comfort Advisor

Helps customers find the best product. May deliver and install.

Service Manager

Responsible for the field team (sales and service techs).

General Manager

Owner's right-hand person, makes big decisions, manages field and office staff.

Residential Service ICP checks

Residential vs commercial %, service vs construction %, property management %, the contact's title.

Res vs Comm requirement

51%+ residential. A 50/50 split counts as commercial.

Res vs Comm question

"What % of your total annual revenue comes from Residential vs Commercial work?"

Service vs Construction requirement

70%+ service and replacement. 0-69% service (31%+ construction) = Residential Construction.

Service vs Construction question

"What % of your total annual revenue comes from Service vs Construction work?"

Construction vs service by job length

Construction jobs last at least 7 days of boots on the ground. Service jobs last about 1-2 days.

Comm+ team runs

Commercial Service, Commercial Construction, Residential Construction.

Residential team runs

Residential Service opportunities only.

Property management question

"What % of your total annual revenue comes from Property Management work?"

Property management requirement

30% or less to stay Residential Service. Over 30% routes to the Comm team (current 8/4 sheet).

Why PM goes commercial

You bill multiple parties (like the property manager at their office), not the homeowner on site.

Residential title question

"What is your title?" Ask it open-ended, never lead ("So you're the office manager?").

Residential Service approved titles

Owner/Co-Owner, Service Manager, General Manager, Office Manager, VP, C-Level.

NOT an approved title

CSR.