Nov. 2, 2023
Ep 191 - Different Pitches Need Different Swings
Ever wondered why some electricians outshine the rest in sales? Join Joseph Lucani, our co-host and sales expert, as he shares his insights on mastering sales and delivering exceptional electrical service. Celebrating his 33rd birthday, Joe emphasizes the significance of word choice in sales calls and the need to adapt to each call's unique requirements. He highlights the value of post-call reviews and consistent process refinement, drawing parallels with athletics. This episode promises actionable insights to enhance your sales and service skills.
Reflecting on the sales process, Joe underscores the importance of a post-call fact review – a critical tool to distinguish between successful and unsuccessful calls. He further drives home the point about being consistent in reviewing and adapting one's process. Wrapping up, we honor Joe's undying dedication to his mission. This is one episode that promises to leave you with actionable insights on enhancing your sales game and electrical service delivery. Don't miss out!
Join us LIVE 5 days a week on the Facebook Community page:
https://www.facebook.com/groups/electricpreneursecrets
And see us and our stories and wins at:
https://www.serviceloopelectrical.com
00:01 - Pitch and Swing in Electrical Service
10:01 - Importance of Processes in Sales
14:20 - Reflecting on and Adapting Sales Process
24:57 - Improve Sales and Service in Electrical Work
WEBVTT
00:00:01.963 --> 00:00:12.108
Hello, hello, hello and welcome back to another episode of Electricpreneur Secrets, the Electricians podcast For me and my homie, Joseph Lucani.
00:00:12.108 --> 00:00:13.140
Happy birthday, joe.
00:00:13.140 --> 00:00:22.890
We're going to get into that in a second Show up for you guys, five days a week, even on our birthdays, to help you master sales, simplify pricing and deliver premium-level electrical service.
00:00:22.890 --> 00:00:24.326
Brother, how are you doing today?
00:00:25.121 --> 00:00:27.609
I'm doing really good and I appreciate you thinking of me on my birthday.
00:00:27.609 --> 00:00:35.561
It's 33, 33 rotations on this earth, pretty cool and surprised that I made it this long, but I'm grateful to be here with you guys.
00:00:35.561 --> 00:00:42.262
I can't think of a better way of spending my birthday than trying to influence and support as many lectures as we can.
00:00:43.665 --> 00:00:45.271
That's great, man, that's really great.
00:00:45.271 --> 00:00:52.926
I myself can appreciate that you're here on this day, your birthday as I like to show up on mine too and keep working.
00:00:52.926 --> 00:00:54.162
It's just another day of the week.
00:00:54.162 --> 00:00:56.771
Unless it lands on a weekend, then I take it off.
00:00:56.771 --> 00:01:00.390
But typically, man, we just keep showing up, we just keep helping.
00:01:00.390 --> 00:01:08.149
That's one of the things that we enjoy doing in this little endurance race, but it's also an example of what needs to be done out there.
00:01:08.149 --> 00:01:16.126
That consistent show-up rate that really creates massive wins is going to tie directly into what we're talking about today on the show.
00:01:16.126 --> 00:01:18.605
So thank you for showing up, man.
00:01:18.605 --> 00:01:20.025
It's truly my pleasure.
00:01:20.719 --> 00:01:31.126
I think that showing up also lines up with our 75e challenge, because I've been showing up on that every day since we've started and I'm telling you the consistency has really been helpful.
00:01:32.430 --> 00:01:33.552
Awesome, love that.
00:01:33.552 --> 00:01:35.084
What are you doing for your birthday, joe?
00:01:36.260 --> 00:01:37.625
Well, it's an interesting question.
00:01:37.625 --> 00:01:46.887
Because we have an early session tomorrow morning, as always, and because we're doing the 75e challenge, I'm in bed at 9.45 at the latest, so not going to be too much partying going on.
00:01:46.887 --> 00:01:57.533
More than likely, I'm going to try and take a little bit of an earlier day, pick up my beautiful girls, order some delicious Indian food, cuddle with my wife later, have an early night Love that.
00:01:57.533 --> 00:02:02.906
As for the weekend, though, I haven't quite planned that out, but I know I'm going to try and do something with my friends.
00:02:03.421 --> 00:02:04.646
All right, man, that's awesome.
00:02:04.646 --> 00:02:09.268
If I can just drop a compliment for you right here, live on the podcast, and then we'll get started.
00:02:09.707 --> 00:02:11.031
Sure, thank you, what do you got?
00:02:12.879 --> 00:02:21.530
I just wanted to say how thankful I am that we get to be on this mission together and that I get joined by you, the sales bot the literal, I believe at least.
00:02:21.530 --> 00:02:28.348
What I believe, though, is you are the best service electrician sales coach on this face of the earth.
00:02:29.471 --> 00:02:30.133
That's humbling.
00:02:30.133 --> 00:02:35.084
That is very, very humbling to hear and thank you so much for keeping me in that high regard in your mind.
00:02:36.349 --> 00:02:37.491
No sweat, man, no sweat.
00:02:37.491 --> 00:02:42.736
And the reason I believe that, for one of them anyways, is everywhere we look, in every corner of this industry.
00:02:42.736 --> 00:03:02.342
And the very reason we got started because the HVAC and the plumbing and the big three coaches and anyone that's up there with a generalized process teaching that to electricians, was then sending them back out in the field with a lot of question marks, some big mysteries, and you yourself wondered can this really be it?
00:03:02.342 --> 00:03:03.905
There's got to be more for us.
00:03:04.889 --> 00:03:05.229
I agree.
00:03:05.229 --> 00:03:21.814
I mean, any process that I was taught came from the lens of someone who either taught HVAC or taught plumbing, and they didn't quite translate over and, as a result, I remember being on generator calls the moment I got back from training and the process just did not line up.
00:03:21.814 --> 00:03:33.889
Things just did not line up and you end up striking out until you're like, okay, I have to say things this way, I have to approach it this way, I've got to go to the panel, I've got to address these commitments.
00:03:33.889 --> 00:03:46.805
So what I'm grateful to have done is just compiled all the knowledge and all the trainings I've gained over the past decade and just put the filter on it for electricians, because that's what I needed in order to run the play.
00:03:46.805 --> 00:03:50.028
And now others don't have to take seven years to design their own process.
00:03:50.028 --> 00:03:50.789
They can just take ours.
00:03:53.012 --> 00:03:54.313
It's amazing what you've done, man.
00:03:54.313 --> 00:03:57.638
I just want to honor you with that this day your birthday again.
00:03:57.638 --> 00:04:07.889
But also in more depth than that, a big piece of this puzzle that we've seen is it's not just that you created a single process like many other industries, like many other electricians are running.
00:04:07.889 --> 00:04:14.415
You've actually got detailed four different processes that all relate to a different.
00:04:14.415 --> 00:04:19.620
As for the metaphor in the title today, different pitches need different swings a baseball metaphor.
00:04:19.620 --> 00:04:26.767
But honestly, if you swing it all types of pitches like a curveball or a changeup like a fastball what happens?
00:04:27.432 --> 00:04:32.889
I mean you're either going to swing and miss, or you're going to foul it out, or you're going to pop flight and someone's going to catch easily.
00:04:34.250 --> 00:04:35.132
It's a strike right.
00:04:35.132 --> 00:04:37.254
It's not helping you.
00:04:37.254 --> 00:04:45.322
And it wouldn't help baseball players and it wouldn't help hockey teams to not study the other team and what they're doing and adapt their play.
00:04:45.322 --> 00:04:53.889
And it wouldn't help MMA and martial arts to not study the opponent and know what to expect so that they can adapt their process and run the solid play.
00:04:53.889 --> 00:04:59.235
And if you didn't do that, you'd never have the level of champions that we have today.
00:04:59.235 --> 00:05:17.889
And so how could service electrical be any different when we know that a demand call, where there's something wrong, versus an opportunity call, where you might have heard before hey, I'm going to get a few quotes here, just so you know, I'm going to get a few estimates before we decide how could we ever run the same play between those calls?
00:05:19.653 --> 00:05:27.889
The only way you could run the same play is if you don't take in consideration the emotional situation that customers in someone who's trying to get a quote for something.
00:05:27.889 --> 00:05:30.134
It's not an emergency.
00:05:30.134 --> 00:05:31.718
It's not usually an immediate emergency.
00:05:31.718 --> 00:05:34.103
There's nothing there that says I have to do this today.
00:05:34.103 --> 00:05:35.507
So, as a result, their emotions are in a different place.
00:05:35.507 --> 00:05:40.956
They're able to view things differently Compared to someone who's in a demand call.
00:05:40.956 --> 00:05:50.850
They have no power A tree came down and took out their power lines, or the GFI that's controlling their coffee pot at 5 30 in the morning, which I'm sure other parents can raise their hand and be like you need that.
00:05:50.850 --> 00:06:01.889
So you treat them differently to get to the same conclusion, which is the customer saying yes, I want to invest in this with you because I feel that you understand me better than others do.
00:06:04.675 --> 00:06:11.889
Really interesting, and that alone actually represents decay in a company across multiple positions, not just the tech at the doorstep.
00:06:11.889 --> 00:06:14.850
Correct, you got a lot of different situations.
00:06:14.850 --> 00:06:36.850
If your CSR is unable to recognize the different calls, different needs or whoever's answering the phone God forbid, it's you still and we're not differentiating that Then you might end up or find yourself in a place where, a you don't have trip charges for any types of calls which would be dangerous, or, b you've got the same trip charge diagnostic call out fee, whatever you want to call it for every type of call.
00:06:39.276 --> 00:06:41.122
And that alone is going to keep people away.
00:06:41.122 --> 00:06:43.389
Because, when you think about it, what's the main thing you're trying to get accomplished?
00:06:43.389 --> 00:06:56.975
When you call someone, obviously you want them to get on the calendar, but when you're calling with something wrong, you want them to have a situation where they say, yeah, they're hearing me All right.
00:06:56.975 --> 00:06:58.036
Yeah, they get it.
00:06:58.036 --> 00:06:59.819
Okay, they understand.
00:06:59.819 --> 00:07:02.442
This is the kind of person I want to work with.
00:07:02.442 --> 00:07:06.889
I want to work with people that when I call and I say there's something wrong, their first thought is not okay, well, I could be there next week.
00:07:06.889 --> 00:07:13.026
It's oh, my God, I'm sorry you're going through that.
00:07:13.026 --> 00:07:13.668
Is everyone okay?
00:07:13.668 --> 00:07:16.615
Well, I don't want you ever to have to experience that again.
00:07:16.615 --> 00:07:20.016
That's why we made working with us so easy, and this is how we can get you on the calendar.
00:07:20.016 --> 00:07:27.112
Empathy moves mountains, yet it's so missing in this industry 100%.
00:07:28.053 --> 00:07:36.862
And again, speaking to one of those similar problems is like well then, people get to a place where well, I'm so busy we actually charge for opportunity call-outs too.
00:07:36.862 --> 00:07:40.036
If you want us to give you an estimate.
00:07:40.036 --> 00:07:40.757
It's not free.
00:07:40.757 --> 00:07:43.223
You got to pay 189 bucks.
00:07:44.370 --> 00:07:50.564
I mean, that's one way of qualifying people in only a way of do you have $109?
00:07:50.564 --> 00:07:54.858
There have been people that I've gone to that called me for.
00:07:54.858 --> 00:08:02.470
Actually, if I can be specific, there was an opportunity call that I went to once where someone said I have two outlets that need to be changed.
00:08:02.470 --> 00:08:07.221
I thought it was a demand call, but it really was like I want two outlets changed.
00:08:07.221 --> 00:08:17.942
When I got there, found out that he wanted to get four Tesla chargers installed, needed a 300 amp service and ended up going through a full system redevice.
00:08:17.942 --> 00:08:27.223
If I had charged to go out for that call, it's very likely he would have gone with someone else, but the fact that we were able to show up recognize.
00:08:27.223 --> 00:08:28.350
Okay, I know what you're trying to do.
00:08:28.350 --> 00:08:29.533
You're trying to get something new.
00:08:29.533 --> 00:08:33.557
I'm not going to charge you for that and then walk into a massive opportunity.
00:08:35.309 --> 00:08:35.650
Totally.
00:08:35.650 --> 00:08:36.934
I love that example.
00:08:36.934 --> 00:08:50.735
It's easy to see how these are all levers and really practicing in these different ways, these different plays, can allow us to have and create a lot of opportunities, advantages for the company, I mean.
00:08:50.735 --> 00:08:59.982
Hence, back to the experience and back to what I said earlier you being able to produce 1.3 million consistently to me it's not no offense.
00:08:59.982 --> 00:09:12.573
The amazing part isn't that you were able to do 1.3 million in a van, which I get the shock that some people experience when you hear that, but we've heard of salespeople doing 2 to 3 million in an electrical home service.
00:09:13.636 --> 00:09:17.407
You don't deny that it's a big consistency part.
00:09:17.407 --> 00:09:30.011
That is actually quite remarkable to me, because we all have high months and we all have low months, and when we're on our highs we like to spend like we're on the high, we like to feel like the high will never go away.
00:09:30.011 --> 00:09:36.254
And even you know timely week we've done on like slow season, back in September when everyone was still on a high.
00:09:36.254 --> 00:09:43.096
But now we start to see some people falling out of that high and realizing, oh wow, things have slowed down.
00:09:43.096 --> 00:10:00.735
But again, following this theme that we've always had, if we run the consistent play, you can fill those gaps, your process will serve you and I just to tie this all together with the theme of this week what's getting in the way for different sizes of companies?
00:10:01.136 --> 00:10:07.073
At different points we touched on the pricing and having that what and the why figured out ahead of the how.
00:10:07.073 --> 00:10:35.563
We touched on how to begin calls yesterday and really going to the panel first and why that's so important to differentiate you, to serve safety and to serve you, setting the schedule and now, kind of full circle, right back to the front door, as it were, on a value piece that we've given away to many, describing how it really, even from there and just having different processes and understanding the different needs of these can serve you at a higher level.
00:10:35.563 --> 00:10:45.961
Joe, let me ask you this circle for it, is that why, like I know, this is kind of a loaded question, maybe rhetorical, but is that why you were able to hit it so consistently?
00:10:45.961 --> 00:10:52.710
Did having different processes for each of the different types of calls really feed into this?
00:10:53.792 --> 00:10:55.755
It helps tremendously and I can explain why.
00:10:55.755 --> 00:11:05.923
Okay, so the reason why we had so many processes was, I believe, and I was often taught, that the small things that you do matter more than the big things.
00:11:05.923 --> 00:11:16.982
Like many small mistakes add up larger than one big mistake, and all of us, like all sales professionals in the background, we know not to make the big mistakes.
00:11:16.982 --> 00:11:18.830
Don't shit on your competition.
00:11:18.830 --> 00:11:22.558
Always make sure you're giving options, show integrity.
00:11:22.558 --> 00:11:23.181
Those are the big things.
00:11:23.181 --> 00:11:28.142
The small things are what we designed in our pre-arrival process.
00:11:28.142 --> 00:11:36.594
The small things are the things that the CSR in the office says, and the small things are checking and looking at the house and pronouncing the name properly.
00:11:36.594 --> 00:11:40.846
So when you show up to the door, you're already a 10.
00:11:40.846 --> 00:11:53.317
And when you show up as a 10 and you have a consistent process to help you keep there, even if things go down, you've gone from a 10 to an 8, which is still drastically better than the competitor who showed up as a 6.
00:11:53.317 --> 00:11:57.770
So it's a consistent process to keep you above the line.
00:11:58.721 --> 00:12:06.072
Now, as far as all the individual processes go, I personally believe that you need to be prepared almost like a Swiss army knife.
00:12:06.072 --> 00:12:10.369
It could be a maintenance call that you go to the next call could be a demand call.
00:12:10.369 --> 00:12:14.828
The next call can be an opportunity call If you only have one process to run.
00:12:14.828 --> 00:12:21.019
You're trying to fit all these people and all their emotional states into this small, compact box.
00:12:21.019 --> 00:12:38.924
But what you find is that by trying to fit people into a box, you remove the personality, remove the empathy, remove the deep emotional connection you would have and built, and that emotional connection being someone who's liked, trusted and respected that's really what's going to move the mountains.
00:12:38.924 --> 00:12:51.732
It's not the sales lines, it's not the objection handling better people become better salespeople and Our process is meant to make better people and that's why I feel like it's so effective.
00:12:53.000 --> 00:13:05.212
Yeah, and all the training that I've experienced and working with you through that and helping the people on the inside achieve these massive goals, I've never, not once, seen you not relate a why to a word in the process.
00:13:06.201 --> 00:13:08.326
The specific reason for that, please?
00:13:08.326 --> 00:13:15.339
So, as we mentioned, or at least as I'm sure I've touched on in the past, communication was not a strong point of mine.
00:13:15.339 --> 00:13:33.571
I Did not know how to talk to people, I did not know how to properly articulate myself, so each word was meticulously put together specifically because I didn't want to say more words than I had to, because have you ever met someone who just talks and talks and talks and talks?
00:13:33.571 --> 00:13:37.543
Even if they're saying something green, you're not involved.
00:13:37.543 --> 00:13:40.807
And you're not involved now, you're good.
00:13:40.807 --> 00:13:42.350
Everything you say tell us in the room here.
00:13:42.921 --> 00:13:49.614
No, no, it's alright, but like when you're always talking and a relationship is one-sided, the value shifts.
00:13:49.614 --> 00:13:52.509
You become more of a pest than you become a help.
00:13:52.509 --> 00:13:59.653
So I wanted to reduce the talking time that I had, while making the times I did talk be impactful.
00:13:59.653 --> 00:14:09.379
So, as a result, each word, each part of the process was like I need to communicate this so that at the end of the call, I can handle this.
00:14:09.379 --> 00:14:12.586
If I don't have that, I'm just gonna.
00:14:12.586 --> 00:14:16.033
I'm good, it's gonna stick to my process and that's gonna help me funnel it.
00:14:17.000 --> 00:14:18.023
Nice, I like that.
00:14:18.023 --> 00:14:19.988
You know I've got a bit of a deep question.
00:14:19.988 --> 00:14:37.287
I don't think I've ever asked you about this, but in the development of this, how did you Keep your thoughts organized in a way that you could recognize the next change, the next difference that you needed to make Failure?
00:14:37.287 --> 00:14:38.671
We were developing this process.
00:14:39.440 --> 00:14:41.826
Failure is the best, the best teacher.
00:14:41.826 --> 00:14:50.760
So, like when I first started off like I'd say, 2013, trying to get it all together, I only did 90,000 sales for the first year, mm-hmm.
00:14:50.760 --> 00:15:02.360
And the reason why was I was trying to be liked by everyone instead of being able to serve everyone, and the first thing that that happened was I made a lot of really good friends.
00:15:02.360 --> 00:15:09.671
Some of my first customers are still my friends, but they didn't mean that they led to lasting business relationships.
00:15:09.671 --> 00:15:14.129
Those failures I was able to look at because we were broke.
00:15:14.129 --> 00:15:21.614
As a joke, I only had to come from somewhere, which means you don't just keep repeating the same thing that got you the bad result.
00:15:22.480 --> 00:15:28.253
So I would look at it and say, okay, after a year, this is what we've seen, this is what I've seen happen.
00:15:28.253 --> 00:15:29.889
What would I change?
00:15:29.889 --> 00:15:31.059
What outcome do I want?
00:15:31.059 --> 00:15:35.688
Once I know the outcome, which was I don't want people to ask it to be emailed over.
00:15:35.688 --> 00:15:38.053
I don't want to be left in slow season.
00:15:38.053 --> 00:15:39.263
I don't want to get.
00:15:39.263 --> 00:15:41.769
I'll think about it and leave it, like all those objections.
00:15:41.769 --> 00:15:50.197
I tried to reverse engineer and say, when I was getting these objections, what would I want to say to combat it?
00:15:50.197 --> 00:15:57.690
So instead of coming up later, I was like what can I put in the process at the beginning that would help me get that answer?
00:15:57.690 --> 00:16:00.653
So that may gave me the objection I could have something to give back.
00:16:00.653 --> 00:16:03.666
Brilliant, does that make sense?
00:16:04.147 --> 00:16:05.370
It does Awesome.
00:16:05.370 --> 00:16:10.011
What would you say, now that we're deep diving, if someone's watching this right now, like James, who's with us?
00:16:10.011 --> 00:16:11.596
That happy birthday too, by the way.
00:16:11.756 --> 00:16:12.639
Thank you, james, I appreciate you brother.
00:16:13.260 --> 00:16:23.134
If James or anyone else watching this either live in the Facebook group with us right now or afterwards is feeling like, well, what's the sample size before an adjustment?
00:16:23.134 --> 00:16:30.639
Like trying to get more granular with how to bring this out into their own process.
00:16:30.639 --> 00:16:42.433
You know, maybe they don't want hours, they don't want to buy anyone, they just want to make their own and go through the seven to 10 year process that you've been on to get to where we're at today.
00:16:42.433 --> 00:16:44.620
They're not interested in cutting the time off.
00:16:44.620 --> 00:16:51.072
They're really interested in how do I articulate my offer that sells process and when do I change it.
00:16:51.072 --> 00:16:54.208
Is there sort of a sample size rule that you use there, joe?
00:16:54.980 --> 00:17:02.397
That's a hard question to ask, because what you're realistically asking is if they didn't have a process and they were making their own process?
00:17:02.618 --> 00:17:03.639
how would they know their sample size?
00:17:03.639 --> 00:17:07.330
I wouldn't have an answer if they're running their own process.
00:17:07.330 --> 00:17:18.234
If they ran our process, I can give you a more definitive, because after every single call we run, we run something afterwards called a post call fact.
00:17:18.234 --> 00:17:25.640
The post call fact reviews everything in the process as well as the individual nuances that could happen in this call.
00:17:25.640 --> 00:17:27.871
What are the names, the pet names?
00:17:27.871 --> 00:17:29.358
What was their motivating factors?
00:17:29.358 --> 00:17:29.640
What was it?
00:17:29.640 --> 00:17:35.411
How did you peer non-threatening All those individual things, as well as the call type that you ran?
00:17:36.604 --> 00:17:39.454
After a month you know whether the money's in the bank or it's not.
00:17:39.454 --> 00:17:45.852
You just do it Either I got paid this month or we're really hurting this month, or moving it sideways.
00:17:45.852 --> 00:17:50.069
If that's the case, you would have a pile of post call facts.
00:17:50.069 --> 00:17:52.766
You could say this is went right.
00:17:52.766 --> 00:17:53.769
On the calls I sold.
00:17:53.769 --> 00:17:56.866
This is what happened with the calls I didn't sell.
00:17:57.640 --> 00:17:59.707
What are the consistencies between the two of them?
00:17:59.707 --> 00:18:04.943
What did I do right on the calls that wanted to buy, was it only demand calls?
00:18:04.943 --> 00:18:06.630
Was it only opportunities?
00:18:06.630 --> 00:18:07.743
Was it only maintenance?
00:18:07.743 --> 00:18:09.904
Was it only at certain price points?
00:18:09.904 --> 00:18:14.750
And at the ons you didn't sell, say, okay, well, I know what worked.
00:18:14.750 --> 00:18:18.147
What about these calls didn't help?
00:18:18.147 --> 00:18:25.634
Now, it doesn't mean that you're gutting your process every month, but at least having the data, you can run it.
00:18:25.634 --> 00:18:30.531
You can say, okay, every pool job I've had this month I've lost, why?
00:18:30.531 --> 00:18:33.640
Okay, well, everyone said that I was $3,000 too much.
00:18:33.640 --> 00:18:37.508
Okay, I can't lower my price because I need this.
00:18:37.508 --> 00:18:46.635
I either stop doing pools or I have to say what can I do to add value to equate to that $3,000 gap.
00:18:46.635 --> 00:18:51.936
So knowing the numbers, knowing the facts, will help you, set you free.
00:18:52.810 --> 00:18:54.096
You know what I love about what you're saying.
00:18:54.096 --> 00:19:06.501
There is and this is the science of that KPI and having the numbers out and being able to create data sets, information sets, because that knowledge, once organized, can become actionable power.
00:19:06.501 --> 00:19:12.077
So as soon as you mentioned it like that, now I'm feeling like what came to my mind.
00:19:12.077 --> 00:19:15.740
I'm imagining it's not just you at the table anymore.
00:19:15.740 --> 00:19:26.771
You can have other people collectively helping you imagine the improvements or changes of a process based on the actual facts, like you said.
00:19:26.771 --> 00:19:28.939
Well, we didn't sell many pools this month.
00:19:28.939 --> 00:19:30.916
We had six pool opportunities.
00:19:30.916 --> 00:19:37.957
None of them sold and they all faced this objection Exactly oh, wow, what would we work on then?
00:19:37.957 --> 00:19:41.960
That type of call and that objection?
00:19:41.960 --> 00:19:43.997
So I love how you said that.
00:19:44.089 --> 00:19:45.275
It really takes a lot out of this.
00:19:45.275 --> 00:19:54.220
I want to add something to this because it's relevant to the title, and then we're going to wrap this up and throw an action item or two on it and a little bow on it.
00:19:54.220 --> 00:20:05.815
Joe, this has been so valuable I know there's so much value in this conversation so we can keep digging on even tomorrow into really the details of how someone could get this perfected in their business.
00:20:05.815 --> 00:20:19.421
We mentioned this metaphor of, and maybe even the similarly introduced in the word like but of the athletic components of mastery and how we would review the tape.
00:20:19.421 --> 00:20:26.682
I just really wanted to reinforce this nugget that you guys can do this to in your business.
00:20:27.569 --> 00:20:41.960
In fact, I've got it on my calendar even this week for our marketing and our sales to review sales calls, to review recordings, to listen to the words that people used.
00:20:41.960 --> 00:21:01.262
It's too easy for us to be in first person shoes and to be in that situation and disregard little subtle hints like tonality and body language and little words and nuances that were in between that are actually the super power.
00:21:01.262 --> 00:21:08.359
That's where the vulnerabilities lie and that's where your best marketing and your best sales and objection handles are actually asleep.
00:21:08.359 --> 00:21:09.836
They're hibernating in that.
00:21:09.836 --> 00:21:10.553
Go ahead, joe.
00:21:11.951 --> 00:21:21.823
I love where you're at right now, but I have a very specific phrase that could tell you such a small word could mean such a big after effect, please.
00:21:21.823 --> 00:21:25.218
And that's when someone says, well, I guess I'll just take this one.
00:21:25.218 --> 00:21:35.940
That I guess means that this person is not sold, they feel backed into a corner or they're not overly committed.
00:21:35.940 --> 00:21:51.152
That person has a substantially larger chance of being having buyers remorse and then canceling because something came up and all you have to do is simply listen and they say, well, I guess I'll take that one, that's a good choice, I'll do that one.
00:21:51.152 --> 00:21:53.934
Well, hey, hold on for a second.
00:21:53.934 --> 00:21:56.277
I don't want you doing anything you're not comfortable with.
00:21:56.277 --> 00:22:02.115
You said I guess, is this only something you guess you want to do, because I don't want to push you to do anything you don't want?
00:22:02.115 --> 00:22:04.494
No, no, I do want to do it.
00:22:04.494 --> 00:22:06.055
Well, why would you use that word then?
00:22:06.055 --> 00:22:13.759
I wasn't thinking about OK, let's dig into it a little more, so at least hearing it allows you to bring the words out.
00:22:15.089 --> 00:22:16.737
Incredible value, man, Incredible.
00:22:16.737 --> 00:22:18.536
We have trouble keeping these things short.
00:22:18.536 --> 00:22:26.655
We just talked to you about process sales electrical forever and ever, Joe, Thank you and happy birthday, brother.
00:22:26.655 --> 00:22:28.817
Can I take the base action?
00:22:29.309 --> 00:22:29.792
By all means.
00:22:30.490 --> 00:22:31.654
You got an all star in mind.
00:22:32.390 --> 00:22:33.796
Well, I'll go for something sure.
00:22:34.309 --> 00:22:36.993
OK, I'm going to take the base then let's see if it lines up.
00:22:36.993 --> 00:22:49.535
If you currently don't differentiate between your calls, I really believe if you're not seeing these pitches as different and you were a hitter at the plate right now, that's what your batting coach would be telling you.
00:22:49.535 --> 00:22:55.118
Recognize the delivery difference, recognize when they're coming in.
00:22:55.118 --> 00:22:59.275
Is this something that we can recognize, right?
00:22:59.275 --> 00:23:03.972
So the demand call, as we mentioned earlier, and the opportunity call would be first and foremost.
00:23:04.065 --> 00:23:07.588
My recommendation for you here today is to just take note.
00:23:07.588 --> 00:23:12.650
Is this there's something wrong and I've got extra leverage to get this done as soon as possible.
00:23:12.650 --> 00:23:26.728
Is this an opportunity where I'm likely to see other estimates that I'm competing with and even recording then when you go to demands, and where those options and everything turns into opportunities?
00:23:26.728 --> 00:23:50.169
If you can start to just see that and take notice, then you can start to make changes, adapt a process that honors each of those different types of clients and client needs, and I think that would be a huge step to probably whatever Joe's gonna tell you next yes, so the first thing that I wanna address is that remember when we said that better people equal better salespeople.
00:00:01.963 --> 00:00:12.108
00:00:12.108 --> 00:00:13.140
00:00:13.140 --> 00:00:22.890
00:00:22.890 --> 00:00:24.326
00:00:25.121 --> 00:00:27.609
00:00:27.609 --> 00:00:35.561
00:00:35.561 --> 00:00:42.262
00:00:43.665 --> 00:00:45.271
00:00:45.271 --> 00:00:52.926
00:00:52.926 --> 00:00:54.162
00:00:54.162 --> 00:00:56.771
00:00:56.771 --> 00:01:00.390
00:01:00.390 --> 00:01:08.149
00:01:08.149 --> 00:01:16.126
00:01:16.126 --> 00:01:18.605
00:01:18.605 --> 00:01:20.025
00:01:20.719 --> 00:01:31.126
00:01:32.430 --> 00:01:33.552
00:01:33.552 --> 00:01:35.084
00:01:36.260 --> 00:01:37.625
00:01:37.625 --> 00:01:46.887
00:01:46.887 --> 00:01:57.533
00:01:57.533 --> 00:02:02.906
00:02:03.421 --> 00:02:04.646
00:02:04.646 --> 00:02:09.268
00:02:09.707 --> 00:02:11.031
00:02:12.879 --> 00:02:21.530
00:02:21.530 --> 00:02:28.348
00:02:29.471 --> 00:02:30.133
00:02:30.133 --> 00:02:35.084
00:02:36.349 --> 00:02:37.491
00:02:37.491 --> 00:02:42.736
00:02:42.736 --> 00:03:02.342
00:03:02.342 --> 00:03:03.905
00:03:04.889 --> 00:03:05.229
00:03:05.229 --> 00:03:21.814
00:03:21.814 --> 00:03:33.889
00:03:33.889 --> 00:03:46.805
00:03:46.805 --> 00:03:50.028
00:03:50.028 --> 00:03:50.789
00:03:53.012 --> 00:03:54.313
00:03:54.313 --> 00:03:57.638
00:03:57.638 --> 00:04:07.889
00:04:07.889 --> 00:04:14.415
00:04:14.415 --> 00:04:19.620
00:04:19.620 --> 00:04:26.767
00:04:27.432 --> 00:04:32.889
00:04:34.250 --> 00:04:35.132
00:04:35.132 --> 00:04:37.254
00:04:37.254 --> 00:04:45.322
00:04:45.322 --> 00:04:53.889
00:04:53.889 --> 00:04:59.235
00:04:59.235 --> 00:05:17.889
00:05:19.653 --> 00:05:27.889
00:05:27.889 --> 00:05:30.134
00:05:30.134 --> 00:05:31.718
00:05:31.718 --> 00:05:34.103
00:05:34.103 --> 00:05:35.507
00:05:35.507 --> 00:05:40.956
00:05:40.956 --> 00:05:50.850
00:05:50.850 --> 00:06:01.889
00:06:04.675 --> 00:06:11.889
00:06:11.889 --> 00:06:14.850
00:06:14.850 --> 00:06:36.850
00:06:39.276 --> 00:06:41.122
00:06:41.122 --> 00:06:43.389
00:06:43.389 --> 00:06:56.975
00:06:56.975 --> 00:06:58.036
00:06:58.036 --> 00:06:59.819
00:06:59.819 --> 00:07:02.442
00:07:02.442 --> 00:07:06.889
00:07:06.889 --> 00:07:13.026
00:07:13.026 --> 00:07:13.668
00:07:13.668 --> 00:07:16.615
00:07:16.615 --> 00:07:20.016
00:07:20.016 --> 00:07:27.112
00:07:28.053 --> 00:07:36.862
00:07:36.862 --> 00:07:40.036
00:07:40.036 --> 00:07:40.757
00:07:40.757 --> 00:07:43.223
00:07:44.370 --> 00:07:50.564
00:07:50.564 --> 00:07:54.858
00:07:54.858 --> 00:08:02.470
00:08:02.470 --> 00:08:07.221
00:08:07.221 --> 00:08:17.942
00:08:17.942 --> 00:08:27.223
00:08:27.223 --> 00:08:28.350
00:08:28.350 --> 00:08:29.533
00:08:29.533 --> 00:08:33.557
00:08:35.309 --> 00:08:35.650
00:08:35.650 --> 00:08:36.934
00:08:36.934 --> 00:08:50.735
00:08:50.735 --> 00:08:59.982
00:08:59.982 --> 00:09:12.573
00:09:13.636 --> 00:09:17.407
00:09:17.407 --> 00:09:30.011
00:09:30.011 --> 00:09:36.254
00:09:36.254 --> 00:09:43.096
00:09:43.096 --> 00:10:00.735
00:10:01.136 --> 00:10:07.073
00:10:07.073 --> 00:10:35.563
00:10:35.563 --> 00:10:45.961
00:10:45.961 --> 00:10:52.710
00:10:53.792 --> 00:10:55.755
00:10:55.755 --> 00:11:05.923
00:11:05.923 --> 00:11:16.982
00:11:16.982 --> 00:11:18.830
00:11:18.830 --> 00:11:22.558
00:11:22.558 --> 00:11:23.181
00:11:23.181 --> 00:11:28.142
00:11:28.142 --> 00:11:36.594
00:11:36.594 --> 00:11:40.846
00:11:40.846 --> 00:11:53.317
00:11:53.317 --> 00:11:57.770
00:11:58.721 --> 00:12:06.072
00:12:06.072 --> 00:12:10.369
00:12:10.369 --> 00:12:14.828
00:12:14.828 --> 00:12:21.019
00:12:21.019 --> 00:12:38.924
00:12:38.924 --> 00:12:51.732
00:12:53.000 --> 00:13:05.212
00:13:06.201 --> 00:13:08.326
00:13:08.326 --> 00:13:15.339
00:13:15.339 --> 00:13:33.571
00:13:33.571 --> 00:13:37.543
00:13:37.543 --> 00:13:40.807
00:13:40.807 --> 00:13:42.350
00:13:42.921 --> 00:13:49.614
00:13:49.614 --> 00:13:52.509
00:13:52.509 --> 00:13:59.653
00:13:59.653 --> 00:14:09.379
00:14:09.379 --> 00:14:12.586
00:14:12.586 --> 00:14:16.033
00:14:17.000 --> 00:14:18.023
00:14:18.023 --> 00:14:19.988
00:14:19.988 --> 00:14:37.287
00:14:37.287 --> 00:14:38.671
00:14:39.440 --> 00:14:41.826
00:14:41.826 --> 00:14:50.760
00:14:50.760 --> 00:15:02.360
00:15:02.360 --> 00:15:09.671
00:15:09.671 --> 00:15:14.129
00:15:14.129 --> 00:15:21.614
00:15:22.480 --> 00:15:28.253
00:15:28.253 --> 00:15:29.889
00:15:29.889 --> 00:15:31.059
00:15:31.059 --> 00:15:35.688
00:15:35.688 --> 00:15:38.053
00:15:38.053 --> 00:15:39.263
00:15:39.263 --> 00:15:41.769
00:15:41.769 --> 00:15:50.197
00:15:50.197 --> 00:15:57.690
00:15:57.690 --> 00:16:00.653
00:16:00.653 --> 00:16:03.666
00:16:04.147 --> 00:16:05.370
00:16:05.370 --> 00:16:10.011
00:16:10.011 --> 00:16:11.596
00:16:11.756 --> 00:16:12.639
00:16:13.260 --> 00:16:23.134
00:16:23.134 --> 00:16:30.639
00:16:30.639 --> 00:16:42.433
00:16:42.433 --> 00:16:44.620
00:16:44.620 --> 00:16:51.072
00:16:51.072 --> 00:16:54.208
00:16:54.980 --> 00:17:02.397
00:17:02.618 --> 00:17:03.639
00:17:03.639 --> 00:17:07.330
00:17:07.330 --> 00:17:18.234
00:17:18.234 --> 00:17:25.640
00:17:25.640 --> 00:17:27.871
00:17:27.871 --> 00:17:29.358
00:17:29.358 --> 00:17:29.640
00:17:29.640 --> 00:17:35.411
00:17:36.604 --> 00:17:39.454
00:17:39.454 --> 00:17:45.852
00:17:45.852 --> 00:17:50.069
00:17:50.069 --> 00:17:52.766
00:17:52.766 --> 00:17:53.769
00:17:53.769 --> 00:17:56.866
00:17:57.640 --> 00:17:59.707
00:17:59.707 --> 00:18:04.943
00:18:04.943 --> 00:18:06.630
00:18:06.630 --> 00:18:07.743
00:18:07.743 --> 00:18:09.904
00:18:09.904 --> 00:18:14.750
00:18:14.750 --> 00:18:18.147
00:18:18.147 --> 00:18:25.634
00:18:25.634 --> 00:18:30.531
00:18:30.531 --> 00:18:33.640
00:18:33.640 --> 00:18:37.508
00:18:37.508 --> 00:18:46.635
00:18:46.635 --> 00:18:51.936
00:18:52.810 --> 00:18:54.096
00:18:54.096 --> 00:19:06.501
00:19:06.501 --> 00:19:12.077
00:19:12.077 --> 00:19:15.740
00:19:15.740 --> 00:19:26.771
00:19:26.771 --> 00:19:28.939
00:19:28.939 --> 00:19:30.916
00:19:30.916 --> 00:19:37.957
00:19:37.957 --> 00:19:41.960
00:19:41.960 --> 00:19:43.997
00:19:44.089 --> 00:19:45.275
00:19:45.275 --> 00:19:54.220
00:19:54.220 --> 00:20:05.815
00:20:05.815 --> 00:20:19.421
00:20:19.421 --> 00:20:26.682
00:20:27.569 --> 00:20:41.960
00:20:41.960 --> 00:21:01.262
00:21:01.262 --> 00:21:08.359
00:21:08.359 --> 00:21:09.836
00:21:09.836 --> 00:21:10.553
00:21:11.951 --> 00:21:21.823
00:21:21.823 --> 00:21:25.218
00:21:25.218 --> 00:21:35.940
00:21:35.940 --> 00:21:51.152
00:21:51.152 --> 00:21:53.934
00:21:53.934 --> 00:21:56.277
00:21:56.277 --> 00:22:02.115
00:22:02.115 --> 00:22:04.494
00:22:04.494 --> 00:22:06.055
00:22:06.055 --> 00:22:13.759
00:22:15.089 --> 00:22:16.737
00:22:16.737 --> 00:22:18.536
00:22:18.536 --> 00:22:26.655
00:22:26.655 --> 00:22:28.817
00:22:29.309 --> 00:22:29.792
00:22:30.490 --> 00:22:31.654
00:22:32.390 --> 00:22:33.796
00:22:34.309 --> 00:22:36.993
00:22:36.993 --> 00:22:49.535
00:22:49.535 --> 00:22:55.118
00:22:55.118 --> 00:22:59.275
00:22:59.275 --> 00:23:03.972
00:23:04.065 --> 00:23:07.588
00:23:07.588 --> 00:23:12.650
00:23:12.650 --> 00:23:26.728
00:23:26.728 --> 00:23:50.169