Warren Sukernek is a fractional CMO and founder growth advisor who has spent the better part of the last decade focused on a single question: why do some home services companies grow and others plateau? Working exclusively with HVAC and home services businesses, he has advised founder-led operators on everything from local SEO and lead generation to multi-brand go-to-market strategy. His clients range from regional single-trades companies to multi-location platforms with dozens of brands.
We sat down with Warren to dig into what's actually working in home services marketing today and what's quietly broken.
WestGate Partners: What are the biggest marketing mistakes home services companies make as they scale?
Warren Sukernek: Scaling spend without fixing conversion (phones, booking, follow-up), over-reliance on one channel and neglecting brand/reputation. Too often there is a focus on acquiring more leads when the underlying foundation and leaky funnel need improvement.
WGP: How has customer acquisition changed over the past 3 to 5 years and what's working now that didn't before?
WS: Higher CPCs, more zero-click behavior, increased lead marketplace activity (like Angi) and heavier platform control. Younger consumers are impatient and don't want to wait for a callback or home inspection without an online quote. What's working: reviews, LSA optimization, speed-to-lead and first-party data.
WGP: How should smaller operators think about brand vs performance spend?
WS: Start performance-heavy but invest early in trust signals (reviews, trucks, local presence). Brand compounds performance.
WGP: At what stage does it make sense to invest meaningfully in brand?
WS: Once you have consistent lead flow and operational capacity, typically $3–5M+ in revenue or multi-market expansion.
WGP: How do you evaluate marketing ROI when attribution (especially offline) is messy?
WS: Blended CAC + contribution margin by channel, call tracking with dispositioning and cohort-based revenue (not just last-click). Understanding the customer journey and multi-touch attribution is key.
WGP: One underutilized channel or tactic operators are overlooking?
WS: Database reactivation, email/SMS to past customers is still one of the highest ROI levers. Set up workflows to close aged open estimates.
WGP: First 90 days of a successful marketing turnaround plan?
WS: Fix tracking, then optimize conversion across phones, forms and scripts. From there, clean up and prioritize Google Business Profile content and reviews, then reallocate spend to top performers.
WGP: How are AI, CRM automation and call tracking changing your approach?
WS: Faster follow-up, better lead qualification, automated nurture and clearer attribution, closing the gap between marketing and revenue.
WGP: One metric you wish more operators tracked?
WS: Booked job rate (from inbound leads). It exposes true marketing and operations effectiveness.
WGP: What does winning look like for a regional home services brand in the next five years?
WS: Multi-channel dominance, strong local brand, owned audience (CRM), AI visibility and recommendations and best in-class conversion + customer experience.
Operators and investors can reach Warren directly at Warren@HVACfractional.com.