Scaling an unscalable home service business to over $3m+ With Chris Lalomia

Scaling a home service business can feel overwhelming, especially in industries like handyman services, which require a diverse skill set. Chris Lalomia, owner of The Trusted Toolbox, has successfully built a $3 million+ handyman company in Atlanta and Athens, Georgia. Here’s how he did it and how you can apply his insights to your own business.

From Corporate Leadership to the Handyman Business

Chris started in financial services, working in commercial loan operations and reporting. Despite his corporate background, he always had the entrepreneurial itch. By 2006, he was brainstorming ideas, and in 2007, he made the leap into the handyman industry.

Despite launching in 2008, amidst a looming recession, he recognized a growing need for professional handyman services. Homeowners were doing less DIY work and seeking reliable professionals to handle minor repairs and improvements. Chris saw an opportunity to bring a professional approach to an industry often associated with informal, one-man operations.

The Early Days: Doing It All

Like most entrepreneurs, Chris started small—selling his Mercedes, buying two trucks, wrapping them, and hitting the ground running with just one employee. In those first years, he did everything: answering phones, providing estimates, and even doing the work himself. But by year two, he started stepping back from hands-on labor to focus on growing the business.

The Transition from Manager to Visionary

Scaling a business requires a shift in mindset. Chris learned early on that being ‘stuck’ in a manager role could hinder growth. He realized he was the bottleneck and started hiring strategically:

• An operations manager
• A scheduler
• A sales manager
• A general manager to oversee the Atlanta branch

This freed him to focus on high-level strategy and expansion.

Scaling a Handyman Business: The Challenges

Scaling a handyman business is no small feat. Unlike HVAC, plumbing, or electrical services—where technicians specialize in a narrow skill set—handyman work requires expertise in multiple areas, including:

• Drywall repair
• Carpentry
• Minor plumbing and electrical
• Exterior trim and siding repair
• Deck work
• Door and window installations

Hiring the Right People

Finding skilled workers is a major challenge in the trades. Chris describes his approach as inviting “Lone Wolves” to join his “wolf pack.” Many skilled tradespeople prefer working solo, but by joining The Trusted Toolbox, they get the benefits of a team: steady work, administrative support, and more earning potential without the hassle of running their own business.

Route Optimization and Skill-Based Scheduling

With 15 handymen on the road, optimizing routes is essential for efficiency. The Trusted Toolbox uses skill-based routing, ensuring the right technician is assigned to the right job. For example:

• A technician skilled in carpentry won’t be assigned to plumbing jobs.
• Jobs are grouped geographically to minimize windshield time.

Not optimizing routes can be a costly mistake. Too much windshield time means less productivity and higher costs.

Pricing Strategy: Moving Away from Hourly Rates

Chris’s team has shifted from traditional hourly pricing to a more profitable and predictable structure:

• Half-day or full-day rates for smaller jobs
• Project-based pricing for larger jobs

Hourly rates often scare customers away, but packaged time blocks make the service feel more valuable and prevent customers from trying to rush the technician.

Customer Experience: A Key to Repeat Business

Customer experience plays a huge role in The Trusted Toolbox’s success. Here’s what their process looks like:

1. Booking Confirmation: Customers receive a confirmation email upon scheduling.
2. Text Notifications: An hour before arrival, they receive a text. The technician also sends a direct call or text 30 minutes ahead.
3. On-Site Expectations: The technician explains the work, gets customer approval, and ensures clarity.
4. Post-Service Walkthrough: Customers walk through completed work with the technician. If unavailable, they receive photos.

The goal? Exceed expectations through over-communication.

Marketing & Lead Generation

Chris’s approach to marketing includes a mix of online and offline strategies:

• Google My Business: A top priority for local SEO and lead generation.
• Email Marketing: He maintains a database of 177,000 contacts and sends monthly emails with valuable home maintenance tips.
• Networking: His team participates in BNI and other local groups.
• Print Advertising: Contrary to popular belief, print isn’t dead! The Trusted Toolbox is featured in Best Pick Reports and other curated service directories.

Expanding to New Markets

Instead of franchising, Chris chose to expand organically. Athens, Georgia, became the first test market due to its growth potential. While expansion comes with challenges—such as upfront costs and hiring—Chris is proving that his model can work beyond Atlanta.

Key Metrics for Scaling

If you want to scale a home service business, track these key metrics:

• Lead volume (calls, emails, web inquiries)
• Utilization rate (how busy your technicians are)
• Revenue per truck per week
• Accounts receivable (unpaid invoices—keep this to a minimum!)
• Marketing ROI (ensure your spend is generating leads)

Building a Brand for Long-Term Success

As AI changes how people search for services, branding is more important than ever. One of the best ways to build trust and credibility? Google reviews.

Chris’s team actively asks for reviews on the spot—never relying solely on automated follow-ups. The result? Over 1,000 Google reviews with a 4.7-star rating.

The Journey

Chris Lalomia’s journey proves that even a business traditionally viewed as ‘unscalable’—like handyman services—can be systemized, optimized, and grown to multiple millions in revenue. His focus on leadership, customer experience, and marketing has set The Trusted Toolbox apart.