Watch the Copilot Mastermind
Copilot Mastermind Recap
Insights, product updates, and lessons from Mike Andes and the Copilot community.
Product & Company Updates
Waitlist + Unscheduled Work Launch
The new Waitlist and Unscheduled Work tools officially rolled out this week. These features help you stay organized when weather changes daily, when customers request add-ons, or when you need to backlog work without losing track of it.
Spanish Mode on Field Force
A fully translated Spanish interface is now available in the Field Force mobile app, making in-field workflows more accessible for bilingual teams.
More Small Deployments Coming
A handful of loose ends from last week’s launch will be polished in the next round of deployments. Expect continued improvements through next week.
Upcoming Webinar
A dedicated webinar is coming soon to help members implement Waitlists and Unscheduled Work effectively. Support and Product will walk through real workflows, examples, and best practices so you can optimize your operations.
Community Insights & Takeaways
Billing Frequency, Cash Flow, and Customer Cancellations
How often you bill can impact both cash flow and customer retention. Daily or weekly billing helps new operators maintain healthy cash flow, but sending customers an email every time they’re billed can lead them to cancel or ignore future upsell messages.
A better option: turn off billing notification emails and direct customers to their portal when they need to view payments.
More Customizable Estimate Request Forms
Members want more static and customizable request forms. Instant quote forms and a more flexible estimate request system are coming as part of the 2026 product roadmap preview shared during the recent book launch.
Tracking Admin Efficiency
Screen-tracking, time-tracking, and AI-based call analysis tools work differently depending on team size. With 60–70 staff, Copilot uses multiple tools, but the “best” option may vary for a 1–5 person office. A recommended tool list will come once the team completes more long-term testing.
Practicing Gratitude as a Founder
As Thanksgiving approaches, the discussion highlighted gratitude for early Copilot members from 2023 who stayed through tough periods — helping fund key hires that now drive product quality forward.
Should Admin KPIs Be Shared Publicly?
Larger teams may benefit from open efficiency scoreboards, while smaller teams may find the tracking burdensome or discouraging. As operations scale, tasks become more specialized — making daily efficiency reporting easier and more accurate.
Handling Complaints About Partial Winter Cleanups
Customers with heavy leaf buildup often question why the team didn’t complete every section. To stay ahead of this:
-
Send videos of each visit through Field Force
-
Use door hangers with checkboxes of what was completed
-
Offer a one-time cleanup quote for customers wanting a full property reset
-
Explain the difference between full cleanups and winter services (which are priced to maintain, not overhaul)
Preventing Winter Service Pauses
Most customers don’t fully absorb long emails. Multiple touchpoints work better:
-
Texts
-
Personalized videos
-
Loom walk-throughs of their property
-
Phone calls
-
Door hangers
Leaning on multiple mediums significantly increases retention.
Winter Service Efficiency Challenges
Winter services naturally operate at lower efficiency due to leaf volume, dump trips, and unpredictable weather. The Offseason book’s “cure system” helps:
-
Cure 2: Lean heavier into full fall cleanups
-
Cure 3: Fill the offseason with adjacent services (snow)
-
Cure 4: Use winter recurring services only when other options can’t stabilize revenue
If snow demand is strong in your market, Cure 3 may be more profitable than Cure 4.
Tracking Office Staff Efficiency with AI
There are two categories of tools:
-
Call-tracking AI (transcripts, scoring, coaching)
-
Screen-tracking AI (mouse clicks, idle time, productivity metrics)
Which you choose depends on team size, role specialization, and workflow complexity.
The Copilot → Homeworks Rebrand
A strong brand must communicate the mission clearly. The chain-link logo represents sales, operations, and admin working together — held by the reliability of the software.
The brand shift emphasizes durability, trust, and “grow without breaking,” standing apart from pastel AI-focused software brands. A meaningful brand inspires discretionary effort from top talent — and signals stability to members.
Looking Ahead
The next month will bring:
-
More Waitlist + Unscheduled Work enhancements
-
Additional Field Force improvements
-
A full walkthrough webinar
-
Continued polishing from last week’s release
-
Momentum toward the 2026 rebrand rollout
Copilot’s goal remains the same: helping home service businesses grow with clarity, confidence, and durability.
