Frontline training begins in  
(602) 581-7563 Secure My Seat
One Day · Mandalay Bay · Oct 26

Go From “My CSRs Can't Close” To Million-Dollar CSRs.

The S.M.I.L.E.S Call Flow: a proven way to book more of the calls you already get, without spending another dollar on leads. One day at Mandalay Bay, and your team comes back ready to book.

Secure my seat ★★★★★ Seat includes a Freedom ticket
$250M+Booked through this call flow, at scale
89%Booking rate it runs at today
1 DayTo change how your CSRs book

The Easiest Lever

Fix Your Booking Rate. It's The Easiest Lever You're Not Pulling.

If someone could give you 50 guaranteed replacement calls for next month, how much would you spend and still think you got a great deal? A higher booking rate means more jobs and more revenue, without chasing a single new lead.

  • Tommy Mello's companies book north of $250M in revenue at an 89% booking rate, and he's still pushing for the mid-90s
  • Most shop owners can boost their booking rate by 20% to 40%, easily
  • It's the easiest thing you can do to grow revenue without spending another dollar on leads
Just a 1% increase in booking rate added $3.7 million to my revenue last year. Tommy Mello, Founder of A1 Garage and Home Service Freedom

The Real Problem

It's Not Your CSRs. It's The Doubts In Their Heads.

Madison Biddy, our Director of Frontline Training, hears the same doubts from CSRs everywhere she trains:

“What if they say no?” “What if they ask something I don't know?” “They seem frustrated, what do I do?” “How do I push back on their price objections?”

Every time one of those doubts enters their head, your booking rate dips a few points.

See the call flow that removes them →

One Day, Hello To Booked

One Day. The Whole Call Flow, Hello To Booked.

Your team learns the S.M.I.L.E.S Call Flow from Madison Biddy: a step-by-step way to move from “I hope this call goes well” to “I know exactly how to get this booked.”

  1. S

    Strong Start

    The first ten seconds decide whether the caller relaxes or braces. This is how your CSR sets that.

  2. M

    Make Them Feel Heard

    Listening on purpose, so the caller stops repeating themselves and starts trusting the person on the line.

  3. I

    Identify The Reason

    The stated problem is rarely the whole problem. Diagnostic questions that surface what the call is really about.

  4. L

    Lead With Value

    Why this company, in the caller's terms, before price ever enters the conversation.

  5. E

    Exceed Expectations

    The small moves that turn a routine booking into the call the homeowner tells someone about.

  6. S

    Schedule And Close

    Asking for the appointment plainly, holding the slot, and ending the call booked rather than “thinking about it.”

In One Day With Madison, Your Team Will Learn

  • A step-by-step call flow built to book the maximum number of calls
  • The exact language to use, and why it works, so it never sounds scripted
  • How to build trust while increasing urgency to book right now, not “later”
  • How CSRs, dispatchers, and techs work as one unit for efficiency and revenue
  • Real-world examples from over a decade in the trades, not theory

Training runs in a small, private group with live feedback from Madison, not a lecture hall.

Secure my seat
Madison Biddy, Director of Frontline Training at Home Service Freedom

Your Trainer

Hosted By Madison Biddy

Director Of Frontline Training

Madison started as a CSR and dispatcher in her dad's shop. Thirteen years and every hat later, CSR, dispatcher, payroll, permits, she's built her career training frontline teams at dozens of companies across the trades.

Her focus is building the kind of customer experience people remember, and turning that into a repeatable process: the S.M.I.L.E.S Call Flow your team will train on.

13 YearsIn frontline development

Who This Day Is Built For

Owners, CSRs, And The Dispatchers Between Them

The booking rate is not one person's job. It moves when the whole front of the house is working from the same flow.

01

You're An Owner

Madison has trained CSRs, dispatchers and office managers for dozens of home service businesses across different trades and markets. Send the team you want booking more calls.

02

You're A CSR Or Manager

If you're tired of hearing the same objections but not knowing how you and your team can answer them confidently and effectively, this is how you fix it.

03

You're A Dispatcher

Effective dispatching reduces callbacks and complaints. Understanding how your CSRs work helps you collaborate with them more effectively.

What Attendees Say

The Room Speaks For Itself

”
★★★★★

So grateful I got to be a part of this, Tommy. That audience was truly one of the most special I've ever known. Thank you!

Keith Mercurio
Executive Success at ServiceTitan
”
★★★★★

What an incredible event. So much gratitude towards all of you. The roadmap is crystal clear if you're willing to listen and put in the work!

Jeff DelRossi
President at Revel Garage Solutions
”
★★★★★

Oh love love love to you and the HSF crew! Honored to be part of this incredible experience! Thank you Tommy!!

Ellen Rohr
President at Zoom Drain
”
★★★★★

We have attended many business conferences and this one by far had the most practical and actionable items.

Kristen Parker
Freedom 2025 attendee
”
★★★★★

The other speakers delivered excellent insights into customer service, sales strategies, and best practices, leaving me with actionable ideas to bring back and implement.

Ashley Shelton
Freedom 2025 attendee
”
★★★★★

No matter your size or trade, you'll have the chance to connect with successful business owners from across the country. Everyone there has walked in your shoes.

Karen and Tom Olson
Freedom 2025 attendees
”
★★★★★

My sixth HSF event, and every year it keeps getting better. The networking alone is worth the trip.

Ryan Browder
Browder Painting, sixth Freedom event

Freedom 2025, Mandalay Bay.

The Honest Math

“Is It Really Worth Sending My CSR Team All The Way To Vegas?”

Fair question. Worst case, say it's only $250 more a week in booked work. That's still $1,000 a month, $12K a year, from one CSR.

This training doesn't cost $12K. Not $10K. Not even $5K.

  • One full day with Madison Biddy, 9:00 AM to 4:00 PM
  • The full S.M.I.L.E.S Call Flow, hello to booked
  • A small, private group with live feedback, not a lecture hall
  • A free General Admission ticket to Freedom 2026, a $997 value
  • October 26, 2026 · Mandalay Bay, Las Vegas
Not $12K · Not $10K · Not Even $5K
$1,397
Per CSR
Secure my seat

Includes a free General Admission ticket to Freedom 2026 (a $997 value). Questions? Call or text Kayla at 602-581-7563.

Freedom 2026

$100M+ Contractors Will Show You What's Working Right Now

This training is part of Freedom 2026 at Mandalay Bay, Las Vegas, October 26 to 28. Private equity, retiring baby boomers and new technology are hitting home service all at once, and this is where you get ahead of it. When your team attends together, they move from “Are you sure?” to “Let's do it.”

Secure my seat

Already booked your Freedom 2026 ticket? A training seat for your CSR includes a free ticket of their own.

Before You Book

Whatever Your Question Is, Our Team Is Ready To Help

“How much are the ticket price and travel costs?” “Are there group discounts?” “Will you have tech training too?”

Kayla from our support team is ready to help. Call or text her for more info. If you're ready, don't wait, spots are limited.

(602) 581-7563

Call or text Kayla, Mon to Fri

Registration

Turn Your CSRs Into Confident Bookers

One day with Madison Biddy at Mandalay Bay, October 26th, 9:00 AM to 4:00 PM. $1,397 per CSR, including a free General Admission ticket to Freedom 2026 worth $997.

Secure my seat

Out of respect for our partners, we don't allow any vendors without a purchased sponsorship to attend. Questions? Call or text Kayla at 602-581-7563 or email events@homeservicefreedom.com.