Dec. 19, 2023

Ep 223 - You Want Me to Book a 3rd Call??

Ever struggle to lock down that second meeting after your pitch doesn't quite seal the deal? That's exactly what we're dissecting today, as Joseph and I, Clay, get into the nitty-gritty of the third call strategy. We're peeling back the curtain on how master electricians like us, turned business maestros, keep the ball rolling with clients who just can't seem to make up their minds. With a nod to Alex Hormozi's BAMFAM rule—Book a Meeting from a Meeting—we'll show you how to keep those prospects from slipping through your fingers and turn indecision into action.

But it's more than just strategy; it's about forging those invaluable personal connections, especially with clients expecting nothing less than premium service. We dive into how being relentless in pursuit of that follow-up can make or break your business, sharing tales from the frontline that illustrate the power of showing up and staying persistent. So, if you're ready to learn how to elevate your service game and keep your business booming with loyal, satisfied clients, tune in and join us on this insightful ride!

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 - Booking a Third Call Strategy

11:19 - Importance of Personal Connection in Service

WEBVTT

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Hello, hello, hello and welcome back to yet another episode of Electricpreneurs Secrets, the Electricians podcast.

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This is episode 223 in the form of a question.

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You want me to book a third call?

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Oh my god, this is so important I can't wait to break into it.

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Guys, I'm your host, clay Neumeyer, with me, as always, my esteemed co-host, joseph Lucani.

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Here are the Electricpreneurs, just a couple of master electricians with business addictions, committed to showing up five days a week to help you with this free daily coach call.

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The price for admission is simple Sit back in the hot seat, promise to take everything we give and promise to take action on that, report the wins up and keep on showing up so we can keep showing up for you as we help you master your sales, simplify your pricing and deliver premium-level electrical service.

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Joseph, I'm Dunhog in the mic, brother, how you doing today, man.

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Man, I'm doing great.

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I honestly love having these sessions with you because it's like an opportunity to hang out with your best friend.

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We talk about things that are really important, but mostly I just love the laughs that we get to have.

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How about you, man, how you?

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holding up today.

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Fantastic.

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Honestly, man, I could barely believe it's December and now all of a sudden it's like okay, I can barely believe it's almost Christmas.

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The days are turning into weeks or flying by as months.

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Next thing you know the whole season's passed.

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But I'm super super excited, not because I'm like a huge Christmas advocate I'm really not but I do enjoy the family time.

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I enjoy wishing everyone a happy holiday and taking a moment to take a breath, man, and just really absorb everything that's happened in 2023.

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I'm really excited to go through that in the holidays with you and explore everything that we've seen and covered and grown with, and be able to share that with everyone listening, just like this third call strategy today.

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That's going to be a good one, and I'm glad you're having such a good time, man.

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I can't wait to reminisce together.

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Yesterday was also actually the first time that we ever aired a replay, but in a year man, I've done the math we're going to finish this year at 230 new and unique episodes, with a total of four replays.

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Every other time that one of us hasn't been here, the other one has gone live on this podcast and made it happen anyway, and that's worth honorable mention alone because, honestly, we talk about this all the time, man, and it's helpful.

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So I'm going to say it here again it's mindset and it's doing the thing, not doing anything.

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It's doing the thing that you need to do consistently.

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That really changes your game, isn't it?

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I agree?

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I think many times they think about lifting the world, like I want to change the world, and they think that they have to start somewhere down at the South Pole and lift, when really it's just get off the couch.

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Step one is just stand up, step two could be stretch.

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But just start making moves and start focusing on doing the thing you actually have to do and eventually, by the time you actually do have to start bending down and lifting, you're already warmed up, ready to go with your intention, saying I'm ready, I'm capable, let's go.

00:03:13.889 --> 00:03:15.111
Oh man, Quotes coming to mind.

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You don't have to be great to start, but you do have to start to be great.

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Little tongue twister there, and if you keep going consistently then you'll absolutely be an all star Joe, why don't we jump into this topic and help some people out today?

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All right, Wait a sec.

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You want me to book a third call?

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In what situation would I ever want to go back to a house for a third time just to get a sale?

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I'm not sure I follow brother.

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Okay, I'll be happy out here.

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So our commitment is that we do something known as a two-call close Meaning that let's say you go to someone's home and the first time you go to meet them it's either a one leger or meaning only one spouse, only one decision maker, not everyone's present.

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Or you find out that it's a large presentation that you need time to sit down and develop, or they're actively just.

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I'm just looking at quotes.

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We're not moving forward anytime soon.

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You would then have your second appointment, which is known as the presentation appointment.

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You've ideally set that up at the time when they're most likely able to make a decision, when they're most likely everyone's able to be together, and that you're ready, saying we're coming to bring this to a conclusion.

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Now, the biggest objection that sometimes we hear is when someone says they want to email it over.

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And this is the situation where this really starts to thrive, because you've gone through your presentation and let's say they like it.

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They like it enough that they're willing to even narrow down the choices.

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Gone from six choices, they narrow it down to two choices.

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But what do you do when they genuinely, truly cannot make a decision, for whatever reason it is?

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You've been there for three, four hours.

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They just cannot do it.

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They're not arguing with you, they just.

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They can't figure it out for themselves.

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I think, personally, it comes back to this rule.

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I think we've touched on it before and it's borrowed from Alex Hormozzi, but I love the acronym around it BAMFAM Book, a meeting from a meeting.

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We want a clearer future right, not more obscurity, less understanding, more open cycles with no end in sight.

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Correct.

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So at that moment you're forced into one of two situations and to really give this context, is it okay if I touch on both of them?

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To make it make sense, let's hit it, man.

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Okay, the typical approach, like the standard contractor and even those who are relatively untrained in our process, would say okay, I've already presented it once.

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You've already narrowed down to two choices.

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I'll email these two choices over.

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Get back to me when you're ready.

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But what's ended up happening in that situation is the customer has already said I want to move forward with you.

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I just truly don't know which one it is.

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Or I want to do something.

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I just not sure if this is the right time, I'm not sure if you're the right person.

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Or they say you know what I like these two choices.

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My general contractor brother is going to help me review these two choices and we'll figure out which one's the best one.

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In every one of these choices, what you've done is you've removed yourself from the equation and instead forced the customer to buy strictly on logic and on material labor value.

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You spent the whole time building the emotional relationship and proving that you're the person they should like.

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Trust and respect.

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Only at the bottom of the ninth.

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Are you walking out?

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You're leaving to beat traffic is really what you're doing On the other side of the coin, the way that we prefer is to say this well, if we're in that situation, what's stopping us from saying why don't we just see it further?

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Because there's really only three outcomes to a call.

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If they're truly interested in working with you, they're either a going to say I want to work with you, and if they do, we'd have to come back and do the paperwork, do the deposits, take pictures, take measurements, schedule the date, all that stuff.

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Scenario two they want to work with you.

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Or they're not sure and they're on the fence.

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They're not removing you, they're not saying yes to you.

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They truly either have questions or they don't know.

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Unless you want to do email and text and phone calls, it would be better to physically come back anyway.

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Or the third option is they decided that they don't want to work with you.

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And if they don't want to work with you, all they have to do is pick up the phone and say we're not going to be able to make that appointment.

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No need to reschedule.

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But there's something special about those three things.

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And to avoid a monologue.

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Do you mind if I go into it?

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Yeah, of course, man, keep going.

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I'm like all ears here.

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This is so exciting for me, and I do have a question on the tip of my tongue, but I'm going to save it till you're done.

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Go ahead, get excited with me.

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So the exciting thing is this by positioning into those three things and explaining to the customer as those three outcomes, what you'll find is that they will be far less likely to cancel the appointment appointment as well as less likely to get competitive estimates.

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And the reason being is because you've shown them, from call one to now call three, that your intention is to serve them.

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It's never going to approaches as if.

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Oh well, I want to make the sales, so let me know when you're ready to bring this to a conclusion.

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It's well, clay, I genuinely want to make sure that you're taking care of here, and the last thing I want you to do is have to be forced to do my job of now that I've broken down all these descriptions and engineering different designs, and now you and your brother are going to try and figure out what's the best fit.

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Wouldn't it make more sense for you, your brother and me to sit down together and then we'll review them all together and if I'm not clearly the right fit, I'll even stay and help you figure out the other quotes that you're going to get?

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Would it be wrong of me to want to serve you at that level?

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Not at all, man, and I love that line.

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But tell me this from experience, joe do people actually want this?

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Do they actually want you to come back to their house a third time, like?

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I feel like there'd be some resistance.

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That almost makes me question myself and go.

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What gives me the right to be so pushy as to want to come back again and bother these people in their schedule again?

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just to get a sale.

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It's actually.

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The fault is actually in the language you're using.

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No one to explain what I mean by that.

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Why do I deserve this appointment?

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No one wants this appointment.

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Why should I be so pushy as to come in and insist on a sale?

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We're?

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not any of that.

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What we're doing is I'm trying to serve them at the highest level.

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When you look at the inverse, it becomes clearer If I don't come back.

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I've given you the designs.

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You now need to compare those designs and hope that you understand exactly what I'm doing.

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And, most likely, how does the average customer buy?

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They get three quotes.

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They put them down side by side.

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If they don't understand the differences or they believe they're all the same, they go based off price.

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And the problem is is that if your goal is to actually serve them, wouldn't it make more sense to say if that's your process, not only will I review mine, but if I'm not clearly the right fit, I'll support you by doing the other two.

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Okay, awesome.

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And you know what you said something earlier with?

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Why would people even want third appointment?

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That's sometimes the point.

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Sometimes they don't, and it encourages them to figure out when you're there, because when they see you know what.

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He is so committed to this that he's even willing to come back again.

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I don't want to come back again.

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All right, let's look at these one more time.

00:10:50.801 --> 00:10:52.826
Joe, we're making this a live training.

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Now, brother, we've got a great question coming in.

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We love when you guys engage with us on the Facebook Group electric printer secrets and we've got a question here.

00:11:01.025 --> 00:11:03.932
So why is showing them you want to serve them?

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Important Question.

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One verse trying to do a one-call close.

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Okay the main benefit behind that is that people actually we said it earlier People don't care how much you know until they know how much you care.

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Now I personally, as well as the people who usually purchase at a premium level, aren't looking for the cheapest fix most of the time.

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Now they exist.

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They truly do exist.

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That people are like what is the cheapest bare minimum you can do.

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But even in that capacity, the thing that is unilaterally accepted is that people want to know that you're there to try to help them.

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They want to know if I'm going to bring you into my home to help me with this project.

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You have some sort of vested interest in doing a good job.

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Some people are vested based off the money, and that means the customer knows that the money is the only leash that's keeping them accountable.

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But when your service is part of your value organs, when service is part of your actual vitality, when service is part of your creed and it's shown as a non-negotiable at every interaction, now they know that it's not the money that's getting you here, it's that you yourself insist on serving, even if it means that it's not hiring you, and I'm reminded of a quote that we've often used in different dialogues here.

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Because it's old, it's old wisdom.

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Right, you got to be aware of new knowledge.

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Knowledge is quite old, and King George IV, I believe, said that service is the highest form of distinction.

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And now, in a time when the whole world's going AI and short cutting service as frequently as possible, isn't there some merit to go in against that and focusing on a one to one personal connection and I venture to say there is.

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I just wanted to add one more thing contextually, just to be fair, because as I'm reading this question a couple of times, I'm also realizing we didn't quite set this up, maybe in the detail that we could have, because we're already on the same brainwave, thinking okay, this is an opportunity, call, this is someone who's identified, they're going to get multiple estimates and they're not looking to move forward today yet.

00:13:14.590 --> 00:13:27.601
So they're still in decision mode and now we're articulating the value of continuing to show up in person versus giving them the space, honoring what they believe.

00:13:27.601 --> 00:13:32.206
Even their wishes are to have the space to just decide on their own, if that makes sense.

00:13:32.850 --> 00:13:33.231
That's true.

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That said, though, to answer to that bit of it, I would say it's important to keep showing up, because if you don't, then truly you're relying on Bill and Sue, who are going to lie awake at night, right, and Bill's going to go.

00:13:49.350 --> 00:13:51.575
Well, I really like Joe with service loop electrical.

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He was nice, he really liked to serve, and Sue's going to go, yeah, but Bill the price.

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And Bill goes.

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But I mean, good guy, he's bald like me.

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I mean we got lots in common.

00:14:02.479 --> 00:14:04.182
I like Star Wars, he likes Star Wars.

00:14:04.182 --> 00:14:07.592
I really like Joe and she's going, yeah, but the price.

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And the reality is that the other estimates that they got, as far as I know they weren't the right choice.

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All I know is, because you're here with us, that you really care about serving at the highest level, because that's what we do here.

00:14:23.678 --> 00:14:28.346
I mean it's in the name service loop, it's that little bit extra for future serviceability.

00:14:28.346 --> 00:14:33.336
So even in the title we're saying, hey, you want me to book a third, call Joe.

00:14:33.336 --> 00:14:37.943
But honestly, if it comes down to it, I mean I'll book a fourth.

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I'll keep going back until I've got this person exactly with clear understanding of what it is we're prepared to offer to help them with that problem and that they have the clear understanding that we are either the right fit or we're not, but with certainty either way.

00:14:56.643 --> 00:14:57.524
Does that make sense?

00:14:58.311 --> 00:15:04.583
It does to such an extent that I want to put a flag in this, but I'm afraid that if I start talking about it, a geyser is going to come up.

00:15:04.583 --> 00:15:13.499
We may actually have to make this another podcast episode, because I think there's so much more than this can give 100%, and I'm sure it's the same user.

00:15:13.538 --> 00:15:18.610
I can't see right now from where we are on stream yard guys, but are we not tracking the time versus money ratio?

00:15:18.610 --> 00:15:23.846
Three visits is a lot of time, do we not believe we can help and serve other clients in that time?

00:15:23.846 --> 00:15:24.549
Enlighten me, please.

00:15:24.549 --> 00:15:26.212
I'll speak to this.

00:15:26.212 --> 00:15:29.840
We'll close it out with some actions, and I think we'll be able to continue this one.

00:15:29.860 --> 00:15:45.216
Joe, as per what you said there, the biggest thing here, guys, is your marketing, and your sales are a funnel Right, and so, absolutely, time versus money ratio is a consideration, a significant one.

00:15:45.216 --> 00:15:53.446
That's why we don't want you to email it over, because your conversion rate will likely double if you start showing up in person.

00:15:53.446 --> 00:16:04.610
The second piece of that, though, is that it's already costing you time to work with indecisive people we're just not tracking it, but it's costing you time when you lay awake at night.

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It's costing you time when you come back to the office and maybe your installer caught wind of it or it was on the schedule, and people are asking oh, did we get that job?

00:16:12.610 --> 00:16:14.394
Did we get that one?

00:16:14.394 --> 00:16:27.878
It's costing you time when your CSR is following up with these people, trying to figure out what's going on and it's costing you something that is ultimately what we call, in the law of open cycles, the vampire of your livelihood.

00:16:28.499 --> 00:16:29.660
It's an open cycle.

00:16:29.660 --> 00:16:31.964
It's stuff that we have an unclear future on.

00:16:31.964 --> 00:16:43.510
To add more fire to this, just quickly and again I think we'll break this out in another episode you're trying to get clearer futures Now.

00:16:43.510 --> 00:16:54.479
There's some contextual assumptions, I think, happening right now because this client that we're going to visit a third or maybe even a fourth time, couldn't they be a platinum buyer?

00:16:54.479 --> 00:16:57.868
Couldn't they take the club membership still?

00:16:57.868 --> 00:17:13.250
And if it took us that extra effort to get that trust, wouldn't that be the kind of people we want to focus on and continue to serve for years to come, just like Joe in some of your examples having $300,000 lifetime value customers.

00:17:13.250 --> 00:17:18.747
Oh man, we're gonna open this back up again, but, Joe, I've got to stop right here.

00:17:18.787 --> 00:17:23.527
Brother, let's crank up an action item and close this one, and we'll get to this again.

00:17:24.339 --> 00:17:27.148
I have the most basic one we could possibly come up with.

00:17:27.148 --> 00:17:28.104
All right, let's hear it.

00:17:28.104 --> 00:17:33.840
Okay, so there's a hesitancy in these questions of like.

00:17:33.840 --> 00:17:34.804
Isn't it easier?

00:17:34.804 --> 00:17:36.229
Isn't it quicker?

00:17:36.229 --> 00:17:37.704
Shouldn't this be considered?

00:17:37.704 --> 00:17:50.286
That logic itself, though it has value, shows that it's from the mindset of am I not willing to dig into this, or do I not truly believe that these efforts are getting me closer?

00:17:50.286 --> 00:17:52.965
You were right, clay, when you said that this is a funnel.

00:17:52.965 --> 00:18:03.523
Do you believe that you staying here has a higher likelihood of getting the job, or do you feel that at a certain point, you need to tuck tail and rung?

00:18:03.523 --> 00:18:13.469
The first thought is really are you willing to stay it out, doesn't matter the situation, whatever it is?

00:18:13.469 --> 00:18:22.765
Are you willing to stick it out to the due course to get the job you want, or are you gonna be willing to settle for the same you've always had and get to complain about what you've always got?

00:18:25.685 --> 00:18:26.488
Love it, love it.

00:18:26.488 --> 00:18:28.044
You know what the All Star is simple.

00:18:28.044 --> 00:18:28.787
It's a question, then.

00:18:28.787 --> 00:18:33.509
I'm looking for our ideal clients, are you?

00:18:33.509 --> 00:18:47.888
I'm looking for the perfect ones, not just the people who wanna come into our bronze program that's gaining a ton of popularity, but the people who acknowledge that we've got a value ladder and they wanna see everything there is to offer here.

00:18:47.888 --> 00:18:54.808
They wanna take us at our best and have us take them to their best.

00:18:54.808 --> 00:18:58.709
That's what we're looking for, aren't you?

00:18:58.709 --> 00:19:02.287
And how are you identifying those people?

00:19:02.287 --> 00:19:08.351
And then, what actions are you taking to make sure they get the entire journey with you?

00:19:08.351 --> 00:19:11.006
Gosh, this went deep, joe.

00:19:11.006 --> 00:19:12.766
This just opened up a ton of worms.

00:19:12.826 --> 00:19:16.689
Man, episode 223, you want me to book a third call?

00:19:16.689 --> 00:19:18.585
I think today we've confirmed that.

00:19:18.585 --> 00:19:22.028
Yeah, we kinda ask that you do for those reasons.

00:19:22.028 --> 00:19:29.564
Another episode to help you guys master your sales, simplify your pricing and deliver premium level electrical service.

00:19:29.564 --> 00:19:37.165
We've got incredible things coming up this week, including an interview with one of our All Stars, alan, who we've been saving for you guys.

00:19:37.165 --> 00:19:44.688
In fact, we wanted to close the year out with Alan because he's done such incredible things, and I cannot wait to share this interview with you guys.

00:19:44.688 --> 00:19:52.121
So we gotta get out of here so we can get to that and then get to the thing, and then you can do the thing and we gotta go, joe.

00:19:52.121 --> 00:19:54.365
Thanks, brother, thanks everyone for paying attention here.

00:19:54.365 --> 00:19:55.904
Promise to take action.

00:19:55.904 --> 00:19:56.926
We'll see you again tomorrow.

00:19:56.926 --> 00:19:58.519
Can't wait, good day.