The Silent Growth Blocker in Home Services

In this episode, John Wilson sits down with Daryna Kulya, co-founder of Quo (formerly OpenPhone), to unpack one of the most underappreciated growth levers in home services: how you communicate as you scale. What starts as “one tech, one phone, one truck” quickly becomes a bottleneck once you’re trying to hire CSRs, build a call center, and stop missing leads. Daryna shares the real story behind Quo’s rebrand, why they’re building for the long term, and how modern phone + text workflows are evolving with AI.They dive into the hard operational truth most contractors learn too late: you don’t feel the communication pain until your customers already do. From missed calls, speed-to-lead, shared inboxes, and staffing by the hour (not the day), to AI call agents that outperform voicemail 3x, this is a tactical conversation for any operator trying to grow past the owner-operator stage. If you’re scaling HVAC, plumbing, electrical, restoration, or any service trade — and you want to stop leaking revenue through missed calls and messy handoffs — this one’s a must-listen.What You’ll LearnWhy Quo rebranded from OpenPhone — and what that signals about the future of communicationThe hidden scaling trap of using your personal cell numberWhen contractors hire CSRs too late (and step out too early)Why staffing by the day hides the real missed-call problem🎙️ Hosts & Guest Host John Wilson   Guest Daryna Kulya — Co-Founder, Quo (formerly OpenPhone)⏱️Brought to you by The Military VeteranIf you’re running a home service business and hiring feels slow, risky, or you’re just not seeing the leadership talent you need, TMV can help. They connect companies like yours with exceptional military veteran leaders, people who’ve already proven they can execute, adapt, and lead under pressure. And they do it fast, with a white-glove process that saves you weeks and avoids costly mis-hires.Want to see who’s out there? Book a Free Coaching session Below 💼 Shoutout to PayPerCall.ioStop paying for leads that don’t convert. With PayPerCall.io, you only pay when your phone rings with a qualified customer. Real calls. Real results.👉 Book your free call💼 Shoutout to ReferPro!Want more high-converting referral leads without the manual tracking and check-cutting? ReferPro helps home service companies generate, track, and reward referrals automatically—so you capture the revenue you’re already leaving on the table. 🔗 Book a demoSend Us Mail!More Ways To Connect with O&OJohn's Podcast YouTube ChannelOwned and Operated Newsletter Bonus Videos From JohnLeave a ReviewJohn Wilson, CEO of Wilson CompaniesJack Carr, CEO of Rapid HVAC📌 Disclaimer: Some links may include UTM parameters or affiliate relationships, meaning we may earn a commission if you make a purchase. Episodes may feature sponsors, but all opinions expressed are our own.