The Ghost Ride-Along: Coaching From the Kitchen Table
Technicians sit in a lot of kitchens. You know the scene: technician at the table, customer staring at a price sheet, maybe their arms crossed, maybe worried about how much this is gonna cost. That’s the moment the whole job rides on. The kitchen table close. For years, managers never got to see it. We could listen to call recordings, we could role-play in the training room, but when it came to the big stage, the customer’s kitchen, we were blind. No ride-along unless you literally burned a whole day sitting in the passenger seat, making the tech nervous as hell, and still only catching a couple conversations. Now we’ve got a new player in the game: the ghost ride-along. Tools like Rilla, ServiceTitan's Field Pro, SalesAsk, and Siro don’t need a truck or a clipboard. They sit quietly on the tech’s phone, recording, transcribing, analyzing. Later, the manager, or even the tech themselves, can pull up the play, see where they fumbled, where ...
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