Nov. 7, 2023
Ep 194 - Don't Say Too Much! (Put Down the Firehose)
Effective communication in electrical services is essential for building trust with clients. This involves being transparent, sincere, and communicating the value of the services while addressing safety concerns. Timing is crucial when discussing potential hazards, and striking the right balance between honesty and allaying fears is important to maintain trust.
Furthermore, the podcast episode highlights the significance of listening and asking the right questions to manage customer resistance to safety-related costs. It delves into the psychology behind such reactions and provides strategies for using emotional triggers to guide customers towards optimal decisions, ultimately boosting sales. For electricians looking to enhance their customer service and sales skills, this episode offers valuable insights and tips.
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 - Customer Resistance to Electrical Services
08:42 - Sales Conversions and Trust Building Simplified
16:58 - Effective Communication in Sales Conversations
26:17 - Electric Pinner Secrets
WEBVTT
00:00:01.903 --> 00:00:20.974
Hello, hello, hello, and welcome back to another episode of Electric Pinner Secrets, the Electricians podcast, where me and my co-host, joseph Lucani, go live with you five days a week to help you master your sales, simplify your pricing and, of course, deliver premium level electrical service.
00:00:20.974 --> 00:00:23.928
If you're wrong, if we didn't, wouldn't it I?
00:00:24.009 --> 00:00:28.539
know, and I got to make you through the cadence of ever so slightly, but I love that finish.
00:00:29.082 --> 00:00:30.527
I told you, I like to mix it up, man.
00:00:30.527 --> 00:00:32.244
I think we talked about that a bit yesterday.
00:00:32.667 --> 00:00:33.067
We did.
00:00:33.067 --> 00:00:37.963
You're the one who likes mixing it up, and I tried true and consistent, so we bring both.
00:00:39.219 --> 00:00:40.625
Is that cringe-worthy for you?
00:00:40.625 --> 00:00:41.743
Don't change it.
00:00:41.743 --> 00:00:43.124
Stop changing it, man.
00:00:43.604 --> 00:00:51.865
You know what, though, at the same time, I acknowledge that not everyone the majority of people don't have my lens, so I take it with a grain of salt and say you know what?
00:00:51.865 --> 00:00:55.826
Clay is an awesome strategist or probably the best partner I could have ever asked for.
00:00:55.826 --> 00:01:05.945
You know what the hell you're doing when it comes to marketing, I would rather listen to someone like you than say I'm just going to default and touch on an area that I'm not a specialist of.
00:01:07.459 --> 00:01:11.409
That's fair and I appreciate the compliments man coming from Mr Gratidude himself.
00:01:13.164 --> 00:01:14.427
We're bringing that one in man.
00:01:15.001 --> 00:01:16.183
Yeah, I'll mix it in time.
00:01:16.183 --> 00:01:17.667
You're in there anyway.
00:01:17.667 --> 00:01:18.790
Love it, man.
00:01:18.790 --> 00:01:19.873
How are you doing today?
00:01:20.682 --> 00:01:22.206
Today's been a good one, in all honesty.
00:01:22.206 --> 00:01:34.486
We had one of those moments earlier where we noticed that there was a ton of hands up for some value pieces, and it felt really, really good knowing that I was connecting with people that genuinely wanted the content.
00:01:34.486 --> 00:01:36.766
It's one thing to market something.
00:01:36.766 --> 00:01:44.087
It's another thing for them to want it from you, and people are actively like I want this, I want this, I want this, I want this.
00:01:44.087 --> 00:01:53.030
I got that lift under my wings in a way, to where I'm like you know what we're doing, something that really has impact, and I'm so grateful to be doing it.
00:01:53.740 --> 00:01:54.965
Yeah, I appreciate that too, man.
00:01:54.965 --> 00:01:57.647
I'll join you in just thanking everyone for your patience.
00:01:57.647 --> 00:02:03.652
Of course, we're giving away a ton of free value on our Facebook page primarily, and in our.
00:02:03.652 --> 00:02:06.748
You know what they're linked in the email campaigns as well.
00:02:06.748 --> 00:02:18.347
If you're on our email list, getting those weekly emails highlighting the topic of the week, you're also getting an opportunity to click on and grab a value piece for free and that can really help you in your business.
00:02:18.347 --> 00:02:21.407
You know what A lot of these value pieces are driven right from our program.
00:02:21.407 --> 00:02:31.094
Again, we called it Electric Pinner Secrets because we're giving them all away, the reason being just if I can highlight this foundation of our belief.
00:02:31.677 --> 00:02:32.901
Strategy is not the problem.
00:02:32.901 --> 00:02:42.353
I once did a live on Facebook with I don't know like 30 electricians joined me Maybe you're listening now when you were one of them or we.
00:02:42.353 --> 00:02:48.150
Literally I shared a screen and we went to Google and we Googled how to increase sales in my small business.
00:02:48.150 --> 00:02:52.387
We got about 4 billion results in half a second.
00:02:52.387 --> 00:02:54.391
And they all work, joe.
00:02:54.391 --> 00:02:56.445
Every single one of them work a bit.
00:02:56.445 --> 00:03:00.210
The challenge is do you work them Right?
00:03:00.210 --> 00:03:01.643
The plan works.
00:03:01.643 --> 00:03:04.526
If you work the plan, please take everything we give.
00:03:04.526 --> 00:03:08.949
Just promise to take action, as you'll keep hearing us say I will not put that one away.
00:03:08.949 --> 00:03:13.980
If you're with us, live and you have a hand free, then go ahead and throw a hand up right now.
00:03:13.980 --> 00:03:21.950
If you've received value from us in any way, shape or form, we'd love to give you a wave back and just thank you again for following along.
00:03:21.950 --> 00:03:24.605
I hope that we're able to keep contributing to you.
00:03:24.605 --> 00:03:26.330
Now, who's the graded dude?
00:03:26.330 --> 00:03:28.082
Yeah, I guess it's me, isn't it?
00:03:28.264 --> 00:03:31.349
I love him, man, this is great, bring that energy, clay, Keep bringing it.
00:03:31.790 --> 00:03:32.211
Well, you know what?
00:03:32.211 --> 00:03:34.780
We've got a great topic to bring that energy to.
00:03:34.780 --> 00:03:35.930
Don't say too much.
00:03:35.930 --> 00:03:39.893
Oh, you ever have someone ask for a drink and you give them the whole fire hose.
00:03:39.893 --> 00:03:48.848
Yeah, I've got a picture that comes to mind of this poor little four-year-old girl going to the hose and it's just spraying her in the face.
00:03:48.848 --> 00:03:56.066
I feel like this happens every day for electric printers and they're probably spraying that sale right out the front door.
00:03:56.066 --> 00:03:57.084
What do you say to that, joe?
00:03:58.181 --> 00:04:03.365
I want to take a bite out of this one because it's so near and dear and there's so many problems that come from it.
00:04:03.365 --> 00:04:04.884
Do you mind if I just can I run with it?
00:04:04.884 --> 00:04:07.716
Jump in, man, that's a great deal.
00:04:07.716 --> 00:04:12.110
I want to create a scenario for almost every electrician that's listening to this right now.
00:04:12.110 --> 00:04:13.924
You're on a residential call.
00:04:13.924 --> 00:04:18.630
Customer called you because they're checking out the kitchen countertop electrical point.
00:04:18.630 --> 00:04:24.064
They say the fridge isn't working or the microwave is not working, the breaker is not tripped and we don't know what it is.
00:04:24.064 --> 00:04:27.600
You know it's a GFI, but you're going to go to the panel and you're going to run the play.
00:04:28.519 --> 00:04:34.297
As you're walking down the stairs you see that there is a federal Pacific panel.
00:04:34.297 --> 00:04:39.011
Or you see that there is an exposed length of wire that's just hanging from the ceiling.
00:04:39.011 --> 00:04:42.660
Or you go down and you see the smoke detectors just hanging by the wires.
00:04:42.660 --> 00:04:43.963
It's not even attached to the bracket.
00:04:43.963 --> 00:04:47.726
You know there's this feeling inside where you're like.
00:04:47.726 --> 00:04:48.750
I got to talk to them about that.
00:04:48.750 --> 00:04:49.963
How long has that been there?
00:04:49.963 --> 00:04:50.906
What's going on?
00:04:50.906 --> 00:04:52.846
Has this been like this for a while?
00:04:52.846 --> 00:04:54.663
Why haven't we haven't this addressed yet?
00:04:54.663 --> 00:04:58.187
What is the customer likely feeling now at this point?
00:04:58.187 --> 00:05:07.089
Clay, If I was in your home, you called me for this, and now I'm going to a place you didn't think I needed to be, and now I'm pointing out something that you didn't even ask for.
00:05:07.089 --> 00:05:08.603
What are you feeling right now?
00:05:10.560 --> 00:05:20.685
I'm feeling a little bit like when I pull my car into the oil chain shop and they want to do a 3,000 point inspection 3,000 point inspection.
00:05:20.685 --> 00:05:21.406
Can you imagine?
00:05:21.406 --> 00:05:22.189
Is that good?
00:05:22.779 --> 00:05:27.204
We've changed from a 38 point inspection and now we're sitting there for four hours from a 3,000 point.
00:05:27.204 --> 00:05:27.624
I love it.
00:05:28.103 --> 00:05:28.324
Yeah.
00:05:28.764 --> 00:05:29.125
You're right.
00:05:29.125 --> 00:05:32.915
You get that similar feeling where people are like, oh, I know what he's trying to do.
00:05:33.444 --> 00:05:34.189
Defend my wallet.
00:05:34.884 --> 00:05:35.065
Yeah.
00:05:35.065 --> 00:05:42.918
So as a result, we as the customer naturally have this knee jerk reaction to say no, no, no, it's fine, don't worry about it, I can do that myself.
00:05:42.918 --> 00:05:44.083
I've got a handyman who does that.
00:05:44.083 --> 00:05:45.389
It's been like that for years.
00:05:45.389 --> 00:05:49.766
Nothing's wrong, we're moving, we're selling the house, we don't even care about it.
00:05:49.766 --> 00:06:00.197
They'll drop every reason, every reason they can, for you to not bring that up again or to make it so you don't want to bring other things up in the future.
00:06:00.197 --> 00:06:03.689
Now look at where we're at in this call.
00:06:03.689 --> 00:06:17.274
Right now You're in this circumstance where you know, as the electrician, that what you're seeing is mentioned worthy, but you also know that the customer has told you very adamantly that they're not interested in hearing about it.
00:06:17.274 --> 00:06:19.170
What's the right move?
00:06:19.170 --> 00:06:20.338
What should we do?
00:06:20.338 --> 00:06:21.105
What do we do here?
00:06:21.125 --> 00:06:33.879
I can tell you, from a visual standpoint I'm seeing like a spy versus spy scenario with that line in the middle, again at odds with great intentions versus salesmanship here.
00:06:34.766 --> 00:06:36.653
I love the Mad Magazine reference here.
00:06:36.653 --> 00:06:40.005
With spy versus spy, it's like throwing me back to the 90s real fast.
00:06:41.168 --> 00:06:42.511
They're not on the same team, right.
00:06:43.072 --> 00:06:43.432
They're right.
00:06:43.432 --> 00:07:05.228
They're constantly at odds with each other, and that's really the dynamic that we've created with our customer, because when people tell us, oh, you can't make six options, it's often because they've recognized something that the customer should hear about, brought it up early, the customer declined or said, adam, I don't want that.
00:07:05.228 --> 00:07:08.779
And now you're left omitting this thing.
00:07:08.779 --> 00:07:11.968
And now you're like, okay, well, how do I make options?
00:07:11.968 --> 00:07:23.774
When they said they don't care about the smoke detector, they're selling the home, they don't care this federal Pacific, they don't care that the pool has no GFI, like what do?
00:07:24.254 --> 00:07:37.156
I do and I feel like it forces you to qualify and quantify that little bit in the moment, instead of giving them a packaged price, which would be more fair to them and you for your ability to actually sit down and estimate it.
00:07:38.225 --> 00:07:39.591
You know, it even gets worse than that.
00:07:39.591 --> 00:07:49.288
Okay, it's even worse Because we just described the customer that didn't want to buy right Like the one that was like no, no, no, no, I don't want to want, I don't want it.
00:07:49.288 --> 00:07:51.615
Let's say you same scenario.
00:07:51.615 --> 00:07:56.514
You go down the stairs, you open the panel and you say, oh wow, it's a federal Pacific.
00:07:56.514 --> 00:07:58.041
Oh, wow, there's water in the bottom of it.
00:07:58.041 --> 00:08:01.495
And you say to the customer hey, did you know there was water in your system?
00:08:01.495 --> 00:08:04.427
And they immediately go oh no, that's terrible.
00:08:04.427 --> 00:08:05.350
What's that going to cost?
00:08:05.350 --> 00:08:17.807
Now you're in a situation to where you have an enthusiastic person and you better have a number Because, let's say, Clay, I'm, you're my customer, you're the one who's got this panel.
00:08:17.807 --> 00:08:28.358
You said the interest of, I want to get the idea how much it's going to cost, and I don't either a give you a number or I seem like I don't know what the number is going to be.
00:08:28.358 --> 00:08:32.154
How confident are you in my ability to serve this situation?
00:08:32.254 --> 00:08:38.596
Well, either you can't do it or we're just not friends and you're looking for a way to again pick at my wallet.
00:08:40.445 --> 00:08:41.909
That's really the only two options.
00:08:41.909 --> 00:08:44.559
Either a I don't know a price.
00:08:44.559 --> 00:08:45.984
I genuinely do not.
00:08:45.984 --> 00:08:47.469
I don't even know a ballpark.
00:08:47.469 --> 00:08:53.408
I have no idea where we're at on this, which means I'm probably not experienced enough to help you with the situation.
00:08:53.408 --> 00:09:04.586
Or you see me I've got gray in my beard and just as bald as I am and showing up and you're like clearly this guy's been around and he's like yeah, no, we don't do ballparks.
00:09:04.586 --> 00:09:06.350
Would you have a rate?
00:09:06.350 --> 00:09:06.932
I'm not.
00:09:06.932 --> 00:09:08.756
We'll get you a full gain, accurate number when we're done.
00:09:10.345 --> 00:09:12.653
Now I've got someone who I'm like I don't know what's worse.
00:09:12.653 --> 00:09:25.193
You're either trying to set up a situation to sell me something when it's still the GFI upstairs on my kitchen countertop, or you don't know and I'm not going to hire either one of those people.
00:09:25.193 --> 00:09:33.388
So just by opening your mouth, on one side, you have a customer cutting away every opportunity for you to come up with a presentation and give options.
00:09:33.388 --> 00:09:46.416
Now, on the other side of the story, even if they genuinely want it, you're screwed because they either want a price right now or we'll feel, by you not giving them, that you're being dishonest or unconfident in the information.
00:09:47.238 --> 00:09:56.099
And, if I can add, like I think the worst part here is that, intuitively, that's just the organic progression of the average call.
00:09:56.099 --> 00:10:07.152
If you don't have a process or a play that has, excuse me, has the steps in place to avoid that trap, then most people go there and fall victim to the space.
00:10:07.152 --> 00:10:08.916
It just happens.
00:10:08.916 --> 00:10:12.333
You see something, you respond, they respond.
00:10:12.333 --> 00:10:12.816
React.
00:10:12.816 --> 00:10:15.011
Rather right, you react, they react.
00:10:15.011 --> 00:10:19.839
Next thing you know you're in this space where you can feel the gap growing.
00:10:19.839 --> 00:10:22.647
You can feel it like there's tension in that space, right?
00:10:23.207 --> 00:10:27.798
And it's an ugly, uncomfortable feeling Like I'm awkward enough as it is.
00:10:27.798 --> 00:10:30.250
I don't need the customer to add to that.
00:10:30.250 --> 00:10:42.062
So now, going into that situation where, when you feel the customer distrusts you and even the littlest bit, it's a tangible feeling, right, yeah, I hate it.
00:10:42.062 --> 00:10:43.427
I hate that too.
00:10:43.427 --> 00:10:44.769
I really really do.
00:10:44.769 --> 00:11:08.208
So that's why the act of actually not withholding information but only giving information when you know it will serve the customer If I give you too much now, I'm either going to push you away or if I give you too much now, I'm going to push myself out of the running and you're going to be like I need this freaking panel, but I'm not going to go with Joe.
00:11:08.208 --> 00:11:09.875
He clearly is trying to take advantage of me.
00:11:09.875 --> 00:11:13.875
I'm going to go and get estimates on this now, because he wouldn't even give me a ballpark on this.
00:11:15.525 --> 00:11:16.770
Yeah, and we talked about this.
00:11:16.770 --> 00:11:18.196
Like it is going to be revealed.
00:11:18.196 --> 00:11:20.884
This doesn't need to be seen as a break in integrity.
00:11:20.884 --> 00:11:30.043
It's more just like organized information versus throwing information from the hip, Much like a lot of our electric burners who jump on a call with us.
00:11:30.043 --> 00:11:32.009
They'll say, hey, well, I've been winging it.
00:11:32.009 --> 00:11:34.756
Should we really wing this?
00:11:34.756 --> 00:11:37.445
Is that really serving anyone?
00:11:37.445 --> 00:11:43.884
And then I would say, like the ultimate negative piece here is actually what happens after the call.
00:11:43.884 --> 00:11:45.613
That's actually the wrong doing.
00:11:45.633 --> 00:12:06.658
That happens because then we turn around and we go well, I guess they're not our customer, or they were just price shopping, or there's a list of blame, excuses, denial, that we'll use to categorize people as not our customers, when in fact, we just had a couple of missteps that did not serve that trust we're trying to build.
00:12:06.658 --> 00:12:09.269
Go ahead, brother Jump in.
00:12:09.825 --> 00:12:10.567
Well, I didn't want to interrupt.
00:12:10.567 --> 00:12:11.912
Man, I love when you're on your flow.
00:12:11.912 --> 00:12:12.332
You know what I mean.
00:12:12.332 --> 00:12:12.894
You got it.
00:12:13.586 --> 00:12:18.977
So this also creates a scenario where it becomes a self-fulfilling prophecy.
00:12:18.977 --> 00:12:34.158
Now imagine you go into the call and you see the house is all jacked up right and your first thought is like ah, there's things that they got a lot of issues in this house 1940s construction, old neighborhood scots falling off the front door.
00:12:34.158 --> 00:12:42.758
You go in and you find a federal pacific in there and your first thought is if everything else is wrong, why are they going to try and fix this?
00:12:42.758 --> 00:12:49.453
So, as a result, you maybe mentioned that they might want to do it and they're like no, no, this is an old house, we're not going to address it.
00:12:49.453 --> 00:12:57.980
So just by you mentioning it, they declined because you also thought that they were going to decline.
00:12:59.510 --> 00:13:05.352
And then, because you think they're declining, you're giving them less service because you already feel this is not your customer.
00:13:05.352 --> 00:13:14.876
By giving them less service, you give them less value, meaning that when you finally give them their number, they're less wowed by it because it's less value for the price.
00:13:14.876 --> 00:13:21.018
So when they say no at the end of the call, just like you're saying, you walk away saying I knew it.
00:13:21.018 --> 00:13:29.517
I knew the moment I walked into this door that they weren't going to be a fit and I was wasting my time when, the whole time, they're on the other side of the door like man.
00:13:29.517 --> 00:13:31.144
This was a real waste of time.
00:13:31.144 --> 00:13:32.349
I thought they were really good.
00:13:32.349 --> 00:13:35.450
I thought they were going to be able to help me with this, but all he wanted to talk about was a panel.
00:13:37.485 --> 00:13:38.609
Now talk about that at scale.
00:13:38.609 --> 00:13:40.455
You're talking about a single call.
00:13:40.455 --> 00:14:03.474
If that's you, and you're doing this five times a week, 10 times a week, 15, 20 times a week, right, imagine the conversion rate difference if, again, you just held yourself to a consistent process that eliminated that problem and that assumption about the relationship from the get-go and what that difference could mean to your pockets at the end of the year.
00:14:05.245 --> 00:14:18.618
It's wild because the thing is I found with high closing ratios it's actually a very high scale when you think about it, like going from 30 to 50 isn't a huge jump, though it feels like a big percentage jump.
00:14:18.618 --> 00:14:20.932
It's small, manageable steps.
00:14:20.932 --> 00:14:31.052
What we're talking about today, this is the kind of stuff that takes someone from like the 60% to the 75% Because you stop shooting yourself in the foot.
00:14:31.052 --> 00:14:49.951
It's not you answering objections better, it's not you designing better choices, it's not you even serving better, it's just you're shooting yourself by trying to make suggestions at the wrong time to the wrong person, when you can remove that particular thing now.
00:14:50.011 --> 00:15:01.094
That's a lever that moves the higher percentage sales 100%, and if you're wondering where this goes after, I would actually go back to, I think last week we did the four W's of a presentation.
00:15:01.094 --> 00:15:08.697
I love that that would follow this and that would be a perfect structure for how you can then deliver this information.
00:15:08.697 --> 00:15:19.256
The things that you found throughout the home is one thing we didn't touch on, too is like, if they see water in the panel, everyone knows water and electricity doesn't mix.
00:15:19.256 --> 00:15:20.077
Right, don't mix.
00:15:20.077 --> 00:15:24.693
I mean, that's a question a lot of electricians like to ask, just as a simplification.
00:15:26.764 --> 00:15:28.952
Are we in agreement that water and electricity don't mix?
00:15:28.952 --> 00:15:32.072
Everyone knows you don't put a toaster beside the bathtub.
00:15:32.072 --> 00:15:36.114
Everyone seems to know there's a GFI in there for that reason.
00:15:36.114 --> 00:15:37.889
Right, it's life-saving device really.
00:15:37.889 --> 00:15:46.188
But if they see it at that point, there are certain things more than just water burning obvious burning.
00:15:46.188 --> 00:15:55.634
If they see that, how hard is it to then move their brains past what they've just experienced, to listen, to think of anything outside of?
00:15:55.634 --> 00:16:02.952
Oh my gosh, what damage is this to our house and what damage is that to our safety and what damage is that to our pocketbook?
00:16:04.316 --> 00:16:04.956
It's pretty heavy.
00:16:04.956 --> 00:16:09.163
I mean, I've had situations where I've gone I think the most water I ever saw was.
00:16:09.163 --> 00:16:27.889
I went into a panel and I had to pump out the bottom half-inch knockout and literally hold a bucket and hope to God that it didn't touch the bus, because there was a lot in there and the entire time the customer, the whole time I was doing, was standing behind and saying, oh my God, oh my God, what do we do?
00:16:27.889 --> 00:16:32.081
Oh my God, imagine if I was going to be able to tell them well, I don't know.
00:16:32.081 --> 00:16:33.567
We're going to have to open this up and see where we're at.
00:16:33.567 --> 00:16:36.267
Are they going to trust you with that circumstance?
00:16:36.267 --> 00:16:37.309
Yikes?
00:16:37.309 --> 00:16:39.307
No, they're going to need to know.
00:16:39.860 --> 00:16:41.267
Don't worry, we're the professional.
00:16:41.267 --> 00:16:42.224
You made the right call.
00:16:42.224 --> 00:16:44.607
What we'll do is we'll do a full evaluation.
00:16:44.607 --> 00:16:49.009
We'll see exactly where we're at, create a range of choices, so you're in complete control of this.
00:16:49.009 --> 00:16:52.690
Do not worry, professionals, here we're going to get it figured out.
00:16:52.690 --> 00:16:55.511
I'll take that over.
00:16:55.511 --> 00:16:58.004
I'm going to tell you exactly what we do right now, before I even open the cover.
00:16:58.600 --> 00:16:59.864
Yep, why this happens.
00:16:59.864 --> 00:17:02.783
Just full investigation at that moment, completely lose track.
00:17:02.783 --> 00:17:06.588
What I love about what you just said is it was about eight seconds flat.
00:17:06.588 --> 00:17:09.424
That means I can process that.
00:17:09.424 --> 00:17:18.644
It comforted me in that situation and it let me know that there are solutions coming and that we're okay and that you're the professional.
00:17:18.644 --> 00:17:19.887
All in like eight seconds.
00:17:19.887 --> 00:17:22.885
We don't need to talk too much, we really don't.
00:17:22.885 --> 00:17:29.606
This is where I see and it happens to me too I mean I get on sales calls too right.
00:17:29.606 --> 00:17:57.042
This happens in a sense of, especially after I find, like in objection handling right, where someone will say something and then you just ramble on on for minutes and minutes and minutes doesn't sound long until you're the receiver of that ramble, and the whole time it's like they're just digging and getting deeper and deeper and deeper, when really the correct response is again another eight to 10.
00:17:57.042 --> 00:18:03.664
Second statement and a question that was the gold right there at the end, the question Asking that question.
00:18:03.704 --> 00:18:07.684
Yep, Can you explain a bit more of that on this podcast before we shut this down?
00:18:07.684 --> 00:18:08.784
Joe, Sure happy to.
00:18:09.500 --> 00:18:14.090
So imagine, let's see I'm going to try and speak to all the electricians in the background.
00:18:14.090 --> 00:18:21.324
So imagine you've been on this call right, the one we've been talking about, the Federal Pacific Panel, the hanging smoke detector.
00:18:21.324 --> 00:18:33.770
You're now in that circumstance where you've presented the information to the customer and now this customer looks at you and you've told them their top option and they go oh my God, why is it so much?
00:18:33.770 --> 00:18:37.147
$14,000, I was not expecting that at all.
00:18:37.147 --> 00:18:40.064
Well, obviously you can go into.
00:18:40.064 --> 00:18:47.586
Well, let me tell you what you're going to get, but simply just restating what you're providing and that there are other options is the way to go.
00:18:47.586 --> 00:18:50.121
And now it sounds something along the lines of Clay.
00:18:50.121 --> 00:18:56.046
I completely understand where you're coming from and remember earlier we said right off the bat we weren't expecting you to take this top option.
00:18:56.046 --> 00:19:05.108
This was meant more as a standard of you truly wanted this done, the right way, with the highest quality and best reliability and safety.
00:19:05.108 --> 00:19:06.704
That's what we'd be looking at.
00:19:06.704 --> 00:19:09.307
That being said, I still have five other options.
00:19:09.307 --> 00:19:10.501
Which do you?
00:19:10.561 --> 00:19:11.444
feel is the best fit for you.
00:19:13.401 --> 00:19:17.884
Nice touch, very light description, handing it over, putting it back in their control.
00:19:17.884 --> 00:19:20.946
There's another component there that I really liked.
00:19:20.946 --> 00:19:30.666
That kind of happened fast and if you didn't know, if you weren't looking for it, you might not have heard it, but I think it was something to the effect of remember how you said this earlier.
00:19:30.666 --> 00:19:34.490
Remember earlier when we discussed this.
00:19:34.490 --> 00:19:41.320
Even that is a little engagement point, or now there's a response implied Am.
00:19:41.381 --> 00:19:51.339
I right here In having them out of listening mode for a second and back to contributing and being a part of that conversation, instead of drowning them out with Charlie Brown's teacher.
00:00:01.903 --> 00:00:20.974
00:00:20.974 --> 00:00:23.928
00:00:24.009 --> 00:00:28.539
00:00:29.082 --> 00:00:30.527
00:00:30.527 --> 00:00:32.244
00:00:32.667 --> 00:00:33.067
00:00:33.067 --> 00:00:37.963
00:00:39.219 --> 00:00:40.625
00:00:40.625 --> 00:00:41.743
00:00:41.743 --> 00:00:43.124
00:00:43.604 --> 00:00:51.865
00:00:51.865 --> 00:00:55.826
00:00:55.826 --> 00:01:05.945
00:01:07.459 --> 00:01:11.409
00:01:13.164 --> 00:01:14.427
00:01:15.001 --> 00:01:16.183
00:01:16.183 --> 00:01:17.667
00:01:17.667 --> 00:01:18.790
00:01:18.790 --> 00:01:19.873
00:01:20.682 --> 00:01:22.206
00:01:22.206 --> 00:01:34.486
00:01:34.486 --> 00:01:36.766
00:01:36.766 --> 00:01:44.087
00:01:44.087 --> 00:01:53.030
00:01:53.740 --> 00:01:54.965
00:01:54.965 --> 00:01:57.647
00:01:57.647 --> 00:02:03.652
00:02:03.652 --> 00:02:06.748
00:02:06.748 --> 00:02:18.347
00:02:18.347 --> 00:02:21.407
00:02:21.407 --> 00:02:31.094
00:02:31.677 --> 00:02:32.901
00:02:32.901 --> 00:02:42.353
00:02:42.353 --> 00:02:48.150
00:02:48.150 --> 00:02:52.387
00:02:52.387 --> 00:02:54.391
00:02:54.391 --> 00:02:56.445
00:02:56.445 --> 00:03:00.210
00:03:00.210 --> 00:03:01.643
00:03:01.643 --> 00:03:04.526
00:03:04.526 --> 00:03:08.949
00:03:08.949 --> 00:03:13.980
00:03:13.980 --> 00:03:21.950
00:03:21.950 --> 00:03:24.605
00:03:24.605 --> 00:03:26.330
00:03:26.330 --> 00:03:28.082
00:03:28.264 --> 00:03:31.349
00:03:31.790 --> 00:03:32.211
00:03:32.211 --> 00:03:34.780
00:03:34.780 --> 00:03:35.930
00:03:35.930 --> 00:03:39.893
00:03:39.893 --> 00:03:48.848
00:03:48.848 --> 00:03:56.066
00:03:56.066 --> 00:03:57.084
00:03:58.181 --> 00:04:03.365
00:04:03.365 --> 00:04:04.884
00:04:04.884 --> 00:04:07.716
00:04:07.716 --> 00:04:12.110
00:04:12.110 --> 00:04:13.924
00:04:13.924 --> 00:04:18.630
00:04:18.630 --> 00:04:24.064
00:04:24.064 --> 00:04:27.600
00:04:28.519 --> 00:04:34.297
00:04:34.297 --> 00:04:39.011
00:04:39.011 --> 00:04:42.660
00:04:42.660 --> 00:04:43.963
00:04:43.963 --> 00:04:47.726
00:04:47.726 --> 00:04:48.750
00:04:48.750 --> 00:04:49.963
00:04:49.963 --> 00:04:50.906
00:04:50.906 --> 00:04:52.846
00:04:52.846 --> 00:04:54.663
00:04:54.663 --> 00:04:58.187
00:04:58.187 --> 00:05:07.089
00:05:07.089 --> 00:05:08.603
00:05:10.560 --> 00:05:20.685
00:05:20.685 --> 00:05:21.406
00:05:21.406 --> 00:05:22.189
00:05:22.779 --> 00:05:27.204
00:05:27.204 --> 00:05:27.624
00:05:28.103 --> 00:05:28.324
00:05:28.764 --> 00:05:29.125
00:05:29.125 --> 00:05:32.915
00:05:33.444 --> 00:05:34.189
00:05:34.884 --> 00:05:35.065
00:05:35.065 --> 00:05:42.918
00:05:42.918 --> 00:05:44.083
00:05:44.083 --> 00:05:45.389
00:05:45.389 --> 00:05:49.766
00:05:49.766 --> 00:06:00.197
00:06:00.197 --> 00:06:03.689
00:06:03.689 --> 00:06:17.274
00:06:17.274 --> 00:06:19.170
00:06:19.170 --> 00:06:20.338
00:06:20.338 --> 00:06:21.105
00:06:21.125 --> 00:06:33.879
00:06:34.766 --> 00:06:36.653
00:06:36.653 --> 00:06:40.005
00:06:41.168 --> 00:06:42.511
00:06:43.072 --> 00:06:43.432
00:06:43.432 --> 00:07:05.228
00:07:05.228 --> 00:07:08.779
00:07:08.779 --> 00:07:11.968
00:07:11.968 --> 00:07:23.774
00:07:24.254 --> 00:07:37.156
00:07:38.225 --> 00:07:39.591
00:07:39.591 --> 00:07:49.288
00:07:49.288 --> 00:07:51.615
00:07:51.615 --> 00:07:56.514
00:07:56.514 --> 00:07:58.041
00:07:58.041 --> 00:08:01.495
00:08:01.495 --> 00:08:04.427
00:08:04.427 --> 00:08:05.350
00:08:05.350 --> 00:08:17.807
00:08:17.807 --> 00:08:28.358
00:08:28.358 --> 00:08:32.154
00:08:32.254 --> 00:08:38.596
00:08:40.445 --> 00:08:41.909
00:08:41.909 --> 00:08:44.559
00:08:44.559 --> 00:08:45.984
00:08:45.984 --> 00:08:47.469
00:08:47.469 --> 00:08:53.408
00:08:53.408 --> 00:09:04.586
00:09:04.586 --> 00:09:06.350
00:09:06.350 --> 00:09:06.932
00:09:06.932 --> 00:09:08.756
00:09:10.345 --> 00:09:12.653
00:09:12.653 --> 00:09:25.193
00:09:25.193 --> 00:09:33.388
00:09:33.388 --> 00:09:46.416
00:09:47.238 --> 00:09:56.099
00:09:56.099 --> 00:10:07.152
00:10:07.152 --> 00:10:08.916
00:10:08.916 --> 00:10:12.333
00:10:12.333 --> 00:10:12.816
00:10:12.816 --> 00:10:15.011
00:10:15.011 --> 00:10:19.839
00:10:19.839 --> 00:10:22.647
00:10:23.207 --> 00:10:27.798
00:10:27.798 --> 00:10:30.250
00:10:30.250 --> 00:10:42.062
00:10:42.062 --> 00:10:43.427
00:10:43.427 --> 00:10:44.769
00:10:44.769 --> 00:11:08.208
00:11:08.208 --> 00:11:09.875
00:11:09.875 --> 00:11:13.875
00:11:15.525 --> 00:11:16.770
00:11:16.770 --> 00:11:18.196
00:11:18.196 --> 00:11:20.884
00:11:20.884 --> 00:11:30.043
00:11:30.043 --> 00:11:32.009
00:11:32.009 --> 00:11:34.756
00:11:34.756 --> 00:11:37.445
00:11:37.445 --> 00:11:43.884
00:11:43.884 --> 00:11:45.613
00:11:45.633 --> 00:12:06.658
00:12:06.658 --> 00:12:09.269
00:12:09.825 --> 00:12:10.567
00:12:10.567 --> 00:12:11.912
00:12:11.912 --> 00:12:12.332
00:12:12.332 --> 00:12:12.894
00:12:13.586 --> 00:12:18.977
00:12:18.977 --> 00:12:34.158
00:12:34.158 --> 00:12:42.758
00:12:42.758 --> 00:12:49.453
00:12:49.453 --> 00:12:57.980
00:12:59.510 --> 00:13:05.352
00:13:05.352 --> 00:13:14.876
00:13:14.876 --> 00:13:21.018
00:13:21.018 --> 00:13:29.517
00:13:29.517 --> 00:13:31.144
00:13:31.144 --> 00:13:32.349
00:13:32.349 --> 00:13:35.450
00:13:37.485 --> 00:13:38.609
00:13:38.609 --> 00:13:40.455
00:13:40.455 --> 00:14:03.474
00:14:05.245 --> 00:14:18.618
00:14:18.618 --> 00:14:20.932
00:14:20.932 --> 00:14:31.052
00:14:31.052 --> 00:14:49.951
00:14:50.011 --> 00:15:01.094
00:15:01.094 --> 00:15:08.697
00:15:08.697 --> 00:15:19.256
00:15:19.256 --> 00:15:20.077
00:15:20.077 --> 00:15:24.693
00:15:26.764 --> 00:15:28.952
00:15:28.952 --> 00:15:32.072
00:15:32.072 --> 00:15:36.114
00:15:36.114 --> 00:15:37.889
00:15:37.889 --> 00:15:46.188
00:15:46.188 --> 00:15:55.634
00:15:55.634 --> 00:16:02.952
00:16:04.316 --> 00:16:04.956
00:16:04.956 --> 00:16:09.163
00:16:09.163 --> 00:16:27.889
00:16:27.889 --> 00:16:32.081
00:16:32.081 --> 00:16:33.567
00:16:33.567 --> 00:16:36.267
00:16:36.267 --> 00:16:37.309
00:16:37.309 --> 00:16:39.307
00:16:39.860 --> 00:16:41.267
00:16:41.267 --> 00:16:42.224
00:16:42.224 --> 00:16:44.607
00:16:44.607 --> 00:16:49.009
00:16:49.009 --> 00:16:52.690
00:16:52.690 --> 00:16:55.511
00:16:55.511 --> 00:16:58.004
00:16:58.600 --> 00:16:59.864
00:16:59.864 --> 00:17:02.783
00:17:02.783 --> 00:17:06.588
00:17:06.588 --> 00:17:09.424
00:17:09.424 --> 00:17:18.644
00:17:18.644 --> 00:17:19.887
00:17:19.887 --> 00:17:22.885
00:17:22.885 --> 00:17:29.606
00:17:29.606 --> 00:17:57.042
00:17:57.042 --> 00:18:03.664
00:18:03.704 --> 00:18:07.684
00:18:07.684 --> 00:18:08.784
00:18:09.500 --> 00:18:14.090
00:18:14.090 --> 00:18:21.324
00:18:21.324 --> 00:18:33.770
00:18:33.770 --> 00:18:37.147
00:18:37.147 --> 00:18:40.064
00:18:40.064 --> 00:18:47.586
00:18:47.586 --> 00:18:50.121
00:18:50.121 --> 00:18:56.046
00:18:56.046 --> 00:19:05.108
00:19:05.108 --> 00:19:06.704
00:19:06.704 --> 00:19:09.307
00:19:09.307 --> 00:19:10.501
00:19:10.561 --> 00:19:11.444
00:19:13.401 --> 00:19:17.884
00:19:17.884 --> 00:19:20.946
00:19:20.946 --> 00:19:30.666
00:19:30.666 --> 00:19:34.490
00:19:34.490 --> 00:19:41.320
00:19:41.381 --> 00:19:51.339