LB Capital's Scaling Playbook (Webinar Recap)

This webinar hosted by Hatch and LB Capital, was called Scaling Profits & Processes: The LB Capital Playbook with Bill Rossell. In it we covered the strategies, tools, and mindset that LB Capital leverages to help companies achieve rapid, but sustainable growth.

Read on for the skim-friendly recap. 

Watch the webinar recording here.

The speakers

Kristen McCormick: Head of Marketing at Hatch, an AI CSR platform that enables businesses to scale the 1:1 conversations across the customer journey that drive revenue.

Bill Rossell: CEO at LB Capital, a firm that partners with home‑services businesses—especially roofing companies—to scale operations, boost profitability, and prepare them for successful exits to private equity. 

Bill brings extensive leadership from his roles as COO of Home Service Freedom and senior positions at 1SEO, YP, Verizon, and AT&T. Under his guidance, LB Capital applies its “Build. Scale. Sell.” strategy—implementing integrated systems, operational excellence, and rapid growth—to help businesses go from $2–$6M in revenue to multi‑million‑dollar exits over an 18–36 month period.

Webinar recap

1. LB Capital’s 5 Cs of scaling

Bill Rossell broke down LB Capital’s proven framework into five core pillars:

1. Sell better

“We sell more by having more opportunities.”

The focus is on maximizing lead conversion through rapid response and high-touch sales engagements. Every small opportunity, like a piece of fascia falling off, is treated as a potential gateway to deeper jobs.

“Every person in your organization is in sales—even the person booking the job."

2. Collect faster

“It was taking us 14–18 days to complete a job. We brought that down to 3–5 days for roofs.”

The faster a job is completed, the faster revenue is recognized. Reducing cycle times was critical for unlocking cash flow.

3. Collaborate across teams

“Elite sales reps couldn’t understand the CSR process… so we made it collaborative.”

By having departments shadow each other and tying incentives across roles, silos broke down and trust improved. Hatch AI was a key part of this alignment.

4. Coach effectively

“Coach to where their deficiencies are—and to what they’re doing well.”

Bill emphasized using sales intelligence tools (like SalesPro, Rilla, CXC) to make coaching data-driven and consistent.

5. Culture as the result

“When we did cash, collections, collaboration, and coaching, we got a fifth C: culture.”

The outcome of implementing the 4Cs was a high-performance, engaged team environment. It also led to real outcomes—like scaling a business from $7.2M to $25M in one year and exiting to Alloy.

🤖 Hatch AI + automation in action

Hatch’s role in the playbook

“We implement Hatch into our environment… doing heavy outbound and using AI to increase our speed to lead.”

Hatch is a non-negotiable tool across all LB Capital companies. It boosts performance in two mission-critical areas:

Speed to lead

“We were at a 12–14% set rate… now we’re at 22–28% using Hatch AI.”

Lead aggregation is a major channel, and fast, multi-channel follow-up sequences (texts, emails, calls) close the response gap before competitors can.

Estimate follow-Up

“30% of people buy on day one. Another 43% buy between days 2 and 30.”

Hatch automates customized follow-ups—checking in post-estimate, handling objections, and keeping the door open for future closes.

Impact on set rates & sales quality

“Our average revenue per job went up because we were better qualifying appointments.”

AI-driven qualification through Hatch means reps walk into more prepared conversations and close bigger deals.

💡 AI adoption tips

Start with team buy-in

• “We gathered the team and asked—what do you know about AI? How do you use it?”
  Bill recommends identifying AI champions and quantifying weekly wins in dollar terms (e.g., 10 hours saved = $X back in productivity).

Use AI beyond booking

• “Write your SOPs with AI. Automate agendas. Pull coaching summaries. Free up time for impact.” AI isn’t just for CSRs. It boosts efficiency across HR, operations, training, and management.

• “AI will never replace humans. It will replace humans who don’t want to use AI.”
  
  
• “You need an AI operations officer like you needed a digital marketing manager 10 years ago.”

📊 Operational mindset: Scaling as a system

Bill was clear: Scaling isn’t about hustling harder—it’s about systems.

“You have to know your numbers. If you don’t get step 1 done, you’ll never get to step 2.”

Key advice:

• Track ROI across the full funnel (from lead source to close).
• Quantify time and dollar savings from automation.
• Test AI tools in one division before rolling them out.
• Share goals and progress across the team.
• Use phantom equity or incentive plans to align teams with the exit strategy.

🙋 Final takeaways

For leaders

• Set clear KPIs around lead conversion and install timelines
• Build a culture of sales across every role
• Quantify the value of AI every week
• Incentivize cross-functional collaboration
• “Nail it. Then scale it.” Get it right in one area first, then apply it across the board.

For teams

• Use AI tools like Hatch to increase your personal productivity
• Learn prompt engineering basics
• Focus on objection handling—even in appointment setting
• Embrace AI as your assistant, not your replacement

Watch the webinar recording here

Want to learn more?

• Hatch customers, reach out to your Account Manager here.
• Non-Hatch customers, you can book a demo with us here.
  
• Learn more about LB Capital here.
  

For past and upcoming Hatch webinars, check out our webinar page!