Feb. 8, 2024
Ep 258 - 1M Launch Series 2024 - Staff Training for Success
Ready to transform your customer service from standard to stellar? That's exactly what we're diving into on the latest episode of Electricpreneurs Secrets, where Joseph and I reveal the power of exceptional CSR training. Strap in as we discuss how a million-dollar launch isn't just about the numbers—it's about the people behind the phones, creating those unforgettable first impressions. With insights on weekly training routines and the magic of call recording software, we're giving you the to...
Ready to transform your customer service from standard to stellar? That's exactly what we're diving into on the latest episode of Electricpreneurs Secrets, where Joseph and I reveal the power of exceptional CSR training. Strap in as we discuss how a million-dollar launch isn't just about the numbers—it's about the people behind the phones, creating those unforgettable first impressions. With insights on weekly training routines and the magic of call recording software, we're giving you the tools to turn every customer call into a win for your electrical business. It's about more than just standing out; it's about leading the charge in service excellence.
This episode is a vinyl record of wisdom, with each segment laying down grooves of knowledge for your business soundtrack. Starting with the sunrise, we talk about the importance of setting daily intentions that resonate with your company's core values, energizing your team right from the morning buzz. And when it comes to keeping your stars shining bright in the company sky, we've got the lowdown on performance pay and retention strategies. Our commitment to your success is as steadfast as ever, so tune in and let us illuminate the path to a charged-up future for you and your electrician team.
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.servicebyelectricians.com
00:02 - Training CSRs for a Million Dollar
09:21 - Setting Intention and Training for Success
22:37 - Pay and Retention in Electricpreneurs Secrets
WEBVTT
00:00:02.325 --> 00:00:03.346
Hello, hello, hello.
00:00:03.346 --> 00:00:06.653
Welcome back to yet another episode of Electricpreneurs Secrets.
00:00:06.653 --> 00:00:21.067
I'm your host, clay Neumeier, with me, as always, my esteemed co-host, joseph Lucchani, and we are the Electricpreneurs Just a couple of master electricians with business addictions, here and ready to serve With what With our freemium daily coach call.
00:00:21.067 --> 00:00:24.469
The cost to you is actually, like we just said, free.
00:00:24.469 --> 00:00:45.868
I just need you to sit back in the hot seat, take everything we give, just promise to take action, because there's some useful stuff coming up, including the continuation in our last couple episodes of this million dollar launch series where we've been building this B-stop and if you've been following along, then maybe you're prime to make a million in your first year or maybe it's your second year and you're going to reprim it.
00:00:46.268 --> 00:00:47.802
I'm not sure how are you doing today, Joe?
00:00:48.621 --> 00:00:58.972
Man, I'm feeling so fired up to get into this topic, which is interesting, because I'm equally so physically tired, you know if anyone who's got kids knows what it's like.
00:00:58.972 --> 00:01:03.170
Sickness comes easy, tired comes, or sleep does not come easy.
00:01:03.170 --> 00:01:07.245
But regardless, I am just so primed and ready to tackle this today.
00:01:07.245 --> 00:01:08.087
What are you, brother?
00:01:08.087 --> 00:01:08.569
How are you feeling?
00:01:09.090 --> 00:01:10.072
Yeah, fantastic.
00:01:10.072 --> 00:01:10.492
You know what?
00:01:10.492 --> 00:01:15.210
I'm pretty fired up from our last episode, still really talking about identifying the bottlenecks.
00:01:15.210 --> 00:01:19.450
As you know, I get a little bit horny around the data.
00:01:19.450 --> 00:01:20.504
I love that stuff.
00:01:20.504 --> 00:01:21.983
He's not the right word.
00:01:21.983 --> 00:01:28.063
Just don't drop the H word on the podcast, It'll make Joe crack up.
00:01:28.063 --> 00:01:31.766
The data gets me going, man.
00:01:31.766 --> 00:01:32.944
It really lights my fire.
00:01:32.944 --> 00:01:36.308
I love, I love what data can tell us that story.
00:01:36.920 --> 00:01:40.248
And so the next thing is you know what do we do with the data?
00:01:40.248 --> 00:01:43.448
How do we train to what the data tells us?
00:01:43.448 --> 00:01:45.406
How do we then use it as leverage?
00:01:45.406 --> 00:01:47.486
And we began to cover it a bit.
00:01:47.486 --> 00:02:00.588
But I really wanted to get into that big T word, the training word, because I feel like too many people too often just kind of rest on their laurels with this stuff and it really is something where practice makes perfect.
00:02:00.588 --> 00:02:12.448
Right, there's so many areas we're going to touch on this today, but right off the bat I mean yesterday we talked about bottlenecks, maybe being at the front with your call booking rate and that could be something you'd recognize.
00:02:12.448 --> 00:02:27.150
So in your experience, Joe, and for this million dollar launch, what's a way that we could even train on our front end to help them improve, which seems to be good timing as we're launching some CSR classes on the inside track here in the coming weeks.
00:02:28.080 --> 00:02:39.431
So the benefit of the CSR is that we have to acknowledge that they're the front and they are the first point of contact, and a lot of times it's not what they're saying, it's how they're saying it.
00:02:40.199 --> 00:02:45.963
So the best things to do when you want to talk about training your CSRs is one do you have a recording software?
00:02:45.963 --> 00:02:55.350
Because if you have a recording software, then you can actually listen to real calls and actually review them with your CSR staff.
00:02:55.350 --> 00:03:15.010
So something that's always fun to do is say, all right, we're going to randomly select a call you had 40 calls that came in this week we're going to randomly pick one of them, or you can pick one that you feel specifically requires attention and then we're going to review what went well, what didn't get well and how we can correct it.
00:03:15.010 --> 00:03:33.026
The reason why I like this as well is because no one likes listening to dad, and what I mean by that is is, if I were to sit down, let's say I have a CSR and I want to monitor them, like I'm imagine I say, hey, clay, I'm gonna sit next to you and I'm going to watch you with a clipboard and take notes while you're answering your call.
00:03:33.026 --> 00:03:36.187
What are the odds, you're going to give me your top tier performance.
00:03:36.460 --> 00:03:47.288
Yeah, yeah, we talked a bit about that last time, right, and it's definitely going to, definitely going to change the way that I act, for the better or for the worse, depending on my comfort level with you beside me.
00:03:48.050 --> 00:03:48.251
Yeah.
00:03:48.251 --> 00:03:52.475
So the thing is is now that we know what we're going to be monitoring.
00:03:52.475 --> 00:03:54.024
Now let's talk about how we're going to train it.
00:03:54.024 --> 00:03:59.762
What I would recommend for maintaining your CSR is a minimum of once a week Minimum.
00:03:59.762 --> 00:04:12.133
I say minimum once a week because how you practice is how you play the game, and if they have four days just running it and one day refining it, it could create some gaps.
00:04:12.133 --> 00:04:24.182
I would rather ensure that they have the process down first and do either one at the beginning of the week so your Monday is primed and then one at the end of the week or midweek to ensure we haven't lost any steam.
00:04:25.327 --> 00:04:26.052
I love that man.
00:04:26.052 --> 00:04:37.755
That's really good stuff, and something we were talking about earlier in the class that I think is so important to bring up here is again just really highlighting how important this is to have someone on your front end, that first point of contact.
00:04:37.755 --> 00:04:47.932
I mean, how important is it that they set you up and your tech up to show up as a 10, as you said earlier for that call and if we didn't train.
00:04:47.932 --> 00:04:49.596
Would we be really risking that?
00:04:50.444 --> 00:04:50.646
Yeah.
00:04:50.646 --> 00:04:59.487
So the thing is is that if you're listening to this podcast, it's likely that you charge more than your competition because you're trying to provide something better than your competition is offering.
00:04:59.487 --> 00:05:03.276
But your customer doesn't necessarily know the difference yet.
00:05:03.276 --> 00:05:11.278
They just know you're an electrician and they're a living electrician and we don't want them trying to figure out the difference only when it comes down to price.
00:05:11.278 --> 00:05:16.581
So what we need to do is establish those differences from the moment they start working with us.
00:05:16.581 --> 00:05:28.596
So what that might sound like is we're going to connect with them and we are going to ensure that everything that they talk about sets that technician up to be the best impression possible.
00:05:29.964 --> 00:05:38.834
First impressions are the most important, but additionally, let's say, for some reason you didn't give a great experience over the phone that tech may show up as an eight.
00:05:38.834 --> 00:05:43.593
It's so much harder to go from an eight to a 10.
00:05:43.593 --> 00:05:49.999
Oh sorry, it's harder to go from an eight to a nine than it is for a 10 to go to a seven, right?
00:05:49.999 --> 00:05:55.399
So it's better to make sure that they're as high as they could possibly be on their scoring.
00:05:55.399 --> 00:05:58.970
That way, the tech has a stronger chance of converting this call.
00:05:59.750 --> 00:06:01.956
Yeah, I love that way of looking at it too.
00:06:01.956 --> 00:06:11.163
And so when you talk about training at least once, maybe even twice a week with this person, what would you say is like the great timing of those trainings and even duration?
00:06:11.163 --> 00:06:13.108
Does it need to be hours of a day?
00:06:13.108 --> 00:06:18.831
Is it something you would pose on a Monday morning, fresh in the week, and a Friday afternoon?
00:06:18.831 --> 00:06:23.108
Or what would you do Help us set up for this million dollar launch to make the most of this?
00:06:23.730 --> 00:06:30.591
Monday morning and Friday afternoon is a dangerous combination, right, but I actually do like the Monday morning training.
00:06:30.591 --> 00:06:31.774
I like to explain why.
00:06:31.774 --> 00:06:37.738
So, as a CSR, your phones start ringing the moment you're available in office.
00:06:37.738 --> 00:06:41.310
That's just what it's going to be like, no matter what you have to do.
00:06:41.310 --> 00:06:52.132
You've got that morning times on the side, and if you were punching in at Monday let's say, seven, 30 to fire up at eight you only got 30 minutes to prep yourself, not a whole lot of time for training.
00:06:53.375 --> 00:07:03.300
I personally believe that Monday should be a day of training, whether you're morning or afternoon person, specifically because how you train on Monday will set you up for the rest of the week.
00:07:03.300 --> 00:07:10.747
You're setting your flow and saying I'm going to intentionally do these things and I'm going to be improving it throughout these next few days.
00:07:10.747 --> 00:07:16.951
So what I've seen effective is either Monday morning or Monday take an extended lunch.
00:07:16.951 --> 00:07:21.189
This is particularly helpful if you have an additional person covering you.
00:07:21.189 --> 00:07:24.567
Maybe that means that while your team is training, you have to step in as the owner.
00:07:24.567 --> 00:07:25.934
I understand.
00:07:25.934 --> 00:07:37.091
Or whether you're going to hire a secondary person and they're rotating longer lunches, but I would say regardless, monday is the first and most important day, because that's the day that your week starts.
00:07:37.815 --> 00:07:51.966
I love that man and something I want to throw into this because it's not just about the front end there's a whole team to address here that we're building and on the next step so we're going to go further into that really the multipliers of that growing the team and managing those staff journeys, as we call it.
00:07:51.966 --> 00:07:57.783
But in this I also want to have like a daily quick huddle.
00:07:57.783 --> 00:08:00.391
I want to have something where I'm like setting the sales.
00:08:01.274 --> 00:08:03.622
Just it's like an energy clearance.
00:08:03.622 --> 00:08:10.490
You know what I mean, because everyone comes into the building metaphorically, of course, if you don't actually have the office yet.
00:08:10.490 --> 00:08:20.165
But everyone comes into this with their own baggage, their own energies, their own impressions, and I don't want to go too far down a rabbit hole here.
00:08:20.165 --> 00:08:23.514
But let me ask you a question that's kind of off left field a bit.
00:08:23.514 --> 00:08:24.485
Sure, go for it.
00:08:24.485 --> 00:08:30.468
Have you ever seen how, or do you understand how, a vinyl record is produced and able to make sound?
00:08:32.475 --> 00:08:33.297
Interesting question.
00:08:33.297 --> 00:08:41.245
I don't necessarily know how it works in a practical example, though I do understand how it works in a theoretical.
00:08:41.245 --> 00:08:47.130
So I couldn't tell you how it's constructed, but I could tell you how it works based on the sound and audio transfers.
00:08:47.735 --> 00:08:58.070
It's an analog sound, right, and the whole way around this thing, they're basically carving, using a vibration, into that record all the way around.
00:08:58.070 --> 00:09:11.091
And so then the needle after in playback is actually just feeling the vibrations from either side of that little carving to create a left and a right channel of audio.
00:09:11.091 --> 00:09:16.643
And it's absolutely mind blowing, and kids actually these days even are still mind blowing.
00:09:16.643 --> 00:09:20.729
If you turn the speakers off and just listen, you can hear the sound coming from the needle on its own.
00:09:21.735 --> 00:09:25.961
The reason I bring that up is because we're kind of the same.
00:09:25.961 --> 00:09:30.446
We're kind of like a vinyl record In our whole life.
00:09:30.446 --> 00:09:38.544
We're getting these vibrations, these energies, these impressions on us and then what we do is we kind of play them back throughout the day.
00:09:38.544 --> 00:09:53.448
And that could be recent on the last ring that was recorded, or it could be from 30 years ago, but we're constantly in between impression and playback and managing that, if you really think about that energy.
00:09:53.448 --> 00:09:59.539
So wouldn't it be right of us inversely here I'm not going with it would it be wrong?
00:09:59.539 --> 00:10:10.549
Wouldn't it be right of us to start each day with actually setting intention into the impression for the day, setting the sale, trying to cleanse everyone of the feelings they may have and just have a great day.
00:10:12.674 --> 00:10:25.870
I like that a lot Like I really do because a lot of what it comes down to is, by you setting your intention, you're also ensuring that your team is able to move in a positive forward from the moment they start in.
00:10:25.870 --> 00:10:29.861
Because, if you think about it, monday mornings are usually from a text perspective.
00:10:29.861 --> 00:10:31.907
Monday morning is not great.
00:10:31.907 --> 00:10:37.221
I'm going outside, I'm cleaning the screws out of the yard, I'm making sure that I'm loading my van.
00:10:37.221 --> 00:10:38.363
It's cold.
00:10:38.363 --> 00:10:39.384
I had Sunday.
00:10:39.384 --> 00:10:41.567
Yesterday I had a ton of things on my plate.
00:10:41.567 --> 00:10:50.648
I'm not feeling great, but by going in, let's say having a morning stretch or like what I used to like to do is, before I start my day I would do laps around the building.
00:10:51.634 --> 00:10:56.938
I would just walk around and my partner and I would just talk and we would just like go through and say what are we setting the week's intention on?
00:10:56.938 --> 00:10:59.543
So things like that are helpful.
00:10:59.543 --> 00:11:07.385
So, yeah, if you wanted to set a time for training your team while also having a culture improvement, I never gonna get an objection on that for me.
00:11:07.866 --> 00:11:26.985
There's another piece to this I want to tie in quick Sure, and it's something we've done at service of electrical and it's it's, it's, it's really built off this idea that we can't be forward enough with our vision, our values, our offer, everything that we've articulated about who we are and how we serve.
00:11:26.985 --> 00:11:30.952
We cannot be forward and repetitive enough about that.
00:11:30.952 --> 00:11:38.611
In our company internally, most people have this innate feeling like well, we spoke about the vision last month.
00:11:38.611 --> 00:11:42.086
We talked about our mission last year.
00:11:42.086 --> 00:12:08.721
Right, like the everyone knows I don't need to say it again, but it's truly is that record needs to replay and replay, and replay and replay, and every week we should be touching on that in some capacity, tying it to a recent story and how it served us, so that it's relatable and so that people continue in their Understanding and the development of understanding really what we're trying to accomplish here and how important that is Right.
00:12:08.721 --> 00:12:11.370
If something was truly important, wouldn't we talk about it often?
00:12:12.402 --> 00:12:16.559
Yeah, it's like the thought of what you think of takes precedence in your life.
00:12:16.559 --> 00:12:22.539
Like, obviously you could only have there's thousands of thought that happened, but we're only conscious of some, many of them.
00:12:22.539 --> 00:12:30.888
And the thought of saying I am intentionally bringing this thought into the forefront of my day Effects every decision that follows it.
00:12:30.888 --> 00:12:44.870
So if your team is saying we're told that we are doing things for quality, reliability, customer service and a white glove experience, and they hear that every single day, wouldn't they be able to also regurgitate that to the customer?
00:12:45.721 --> 00:12:51.634
100%, and that sounds like what's important to our value price objection, which we expect.
00:12:51.634 --> 00:12:53.825
We train around it.
00:12:53.825 --> 00:12:55.350
We expect it right.
00:12:55.350 --> 00:13:00.448
It's a massive piece, man, and I'm gonna take it a level beyond.
00:13:00.448 --> 00:13:01.952
Here's the expert level of this.
00:13:02.581 --> 00:13:24.990
Okay, as you know, we recorded Saying that passionately in our company and the reason we have a recording of it is because in conflict management, in a place where someone's uncomfortable or they can't find their edge, they're feeling lost, they just don't have it, and maybe we don't have a huddle timed, maybe we don't have a time booked in the schedule, to say the right thing.
00:13:26.081 --> 00:13:34.090
Would it be wrong of us to have something in place and in that conflict resolution, be able to say look, we want you to call a time out when you're feeling that way?
00:13:34.090 --> 00:14:04.706
Go back to the basics, watch this little video on how we treat people, what we're looking to do, our mission, our vision, and and then and then reach out to us and let us know what solutions you can think of for this problem, and we'll be happy to engage with you on that, so that it's not an emergency call right, trying to manage everything in our four quadrants to keep it out of urgent and important, because the last thing we want is someone else's emergency is falling on us unless it's truly an emergency.
00:14:05.730 --> 00:14:12.677
Yeah, I always thought that when it came to other people's emergencies, it was your emergency becomes my emergency based on the option that you take.
00:14:12.677 --> 00:14:14.495
I'm going to present you options.
00:14:14.495 --> 00:14:16.957
If you want an emergency, here's my first class pass.
00:14:16.957 --> 00:14:18.400
I can give you first class availability.
00:14:18.421 --> 00:14:19.529
Oh you're thinking about the client.
00:14:19.529 --> 00:14:22.695
You want me to take care of this today Was that You're thinking with the client.
00:14:23.296 --> 00:14:26.120
Yes, yes, I was addressing with the team.
00:14:26.139 --> 00:14:28.003
Yeah, no, go ahead yeah.
00:14:29.230 --> 00:14:33.817
No, I was thinking, but the logic was it was supposed to connect with it, where it's like when your emergency becomes my emergency.
00:14:33.817 --> 00:14:37.993
What defines now our emergency as a team?
00:14:37.993 --> 00:14:42.779
And when I say our emergency, what I mean by that is when we're all facing the same vision.
00:14:42.779 --> 00:14:47.399
Now we're able to all be in alignment on what takes priority over something else.
00:14:48.231 --> 00:14:48.693
I love that.
00:14:48.693 --> 00:14:49.552
That's really good.
00:14:49.552 --> 00:14:52.809
So I want to jump back into the field stuff Now.
00:14:52.809 --> 00:14:54.817
Obviously, this is our million dollar launch.
00:14:54.817 --> 00:14:55.994
We're the one selling.
00:14:56.811 --> 00:14:56.951
Yeah.
00:14:57.789 --> 00:15:04.840
But using the post call facts and the things we talked about last time to identify the bottlenecks, we actually get some great information there too.
00:15:04.840 --> 00:15:08.711
Can I share a little bit of my dad and nerd horniness here, please?
00:15:08.711 --> 00:15:09.653
And thank you, go for it.
00:15:09.653 --> 00:15:11.379
I didn't crack you up that time, all right.
00:15:12.410 --> 00:15:13.710
No, no, because at least now I'm prepared for it.
00:15:13.710 --> 00:15:17.817
It was just when you came in and I know we're right out the gates I was like whoa, let's do it.
00:15:18.370 --> 00:15:20.878
So the post call facts told us some really interesting stuff.
00:15:20.878 --> 00:15:24.357
Right, what parts of our sales flow are we not doing?
00:15:24.357 --> 00:15:26.494
Are we missing spots?
00:15:26.494 --> 00:15:30.238
Are we consistently missing the same spot?
00:15:30.238 --> 00:15:32.054
Because then it begs the question well, why?
00:15:32.054 --> 00:15:34.635
Why do we keep missing the spot?
00:15:34.635 --> 00:15:51.860
And when you ask a person that question and you ask why, a couple of times you might get to a root cause which is well, I don't actually believe in the price that we have, or I don't actually believe this serves, or you'll find in your case, many times you've worked with people role playing through it and you find it's just a tonality thing.
00:15:51.860 --> 00:15:55.136
Hey, down in the south, that would be taken as offensive.
00:15:55.136 --> 00:15:56.340
Joe, have you ever heard that?
00:15:57.162 --> 00:16:18.399
Yeah, I mean, that comes up a lot, and the benefit of why I wanted to put my hand up for it is I love finding when someone feels this won't work, because I spent so many years trying to find every angle that it wouldn't work by so that we can create protections against it, and most times it's an internal issue that someone's having.
00:16:18.399 --> 00:16:25.359
I can't say this because they'll think this when it's like well, why are those two thoughts connected?
00:16:25.359 --> 00:16:38.196
If you're presenting something with quality, reliability and customer service and you're not pushing it on someone and it's their choice, and you're merely asking, is it truly wrong to ask to bring something unsafe to their attention?
00:16:38.196 --> 00:16:43.881
No, okay, then why would someone be upset with that, regardless of where you live in the country?
00:16:43.881 --> 00:16:47.212
Okay, so how would you like to proceed?
00:16:47.985 --> 00:16:49.746
Yeah, great stuff, and I love that.
00:16:49.746 --> 00:17:10.442
When it's an internal issue, then that means we have an opportunity to help lift someone up right there, and that happens through training, once again, and through role play, and once they're able to execute this with an actual customer, there's just this aha moment that happens and it's almost difficult to explain, but I've had them, you've had them.
00:17:10.442 --> 00:17:17.212
Anyone who's learned anything in their life that afterwards you felt was like oh, that was simple and if I spent enough time I would have figured this out.
00:17:17.212 --> 00:17:26.932
But I'm so glad I was able to have this enhanced roadmap to it, this, this more accelerated version of it, and when we help someone, that's really what's happening.
00:17:26.932 --> 00:17:32.778
So when they experience it, it's like, oh, that's actually easy, now I can do this.
00:17:32.778 --> 00:17:37.910
I now know what it looks like, I know, I now know what it feels like, so I can do this again.
00:17:37.910 --> 00:17:41.173
I think that's so important and that's a huge piece of training.
00:17:41.945 --> 00:17:45.013
Yeah, I was going to say I feel like a very big area.
00:17:45.013 --> 00:17:52.076
Where this has a lot of similarities is when people start understanding their pricing, where it's like I can't charge this around here, People are going to kick me out.
00:17:52.076 --> 00:17:55.334
But then you look at the numbers and you're like is there anything here that we're fudging?
00:17:55.334 --> 00:17:57.492
Is there anything here that you feel isn't justified?
00:17:57.492 --> 00:17:59.531
No, that's what we need to charge.
00:17:59.531 --> 00:18:09.973
Okay, well, if you acknowledge that the numbers are telling you that this is exactly what we need to do, and why and you've agreed with all those things why then wouldn't we do it?
00:18:09.973 --> 00:18:11.978
Yeah, it's the same with the sales process.
00:18:11.978 --> 00:18:16.454
I'm going to never cut corners on quality, reliability or customer service.
00:18:16.454 --> 00:18:18.471
I am always going to go to the panel.
00:18:18.471 --> 00:18:23.630
I am always going to present you with choices, and I'm going to do so with the intention of presenting something ethically.
00:18:23.630 --> 00:18:28.594
Yeah, Regardless of what your reasoning is beyond that, you're in the clear.
00:18:28.594 --> 00:18:34.896
No one will fault you for trying to protect them and their families 100% man, 100% Okay.
00:18:35.484 --> 00:18:37.833
So just quick, because we're getting along in this one now with that sales team.
00:18:37.833 --> 00:18:42.315
You would probably advise as well training once twice a week, once minimally.
00:18:43.285 --> 00:18:47.054
So with the sales team, I also want to ensure that it starts on Monday.
00:18:47.054 --> 00:18:53.910
Monday training is very important to me, regardless of the department, because you need to set the intention of the week.
00:18:53.910 --> 00:18:57.701
Like, have you ever noticed that, like, sometimes, saturday and Sunday come by?
00:18:57.701 --> 00:19:03.789
You got the Friday, where the team is already ready, checked out somewhere like 3.30, they're done, and Saturday comes with their family.
00:19:03.789 --> 00:19:05.565
Sunday, they come with their family Monday.
00:19:05.565 --> 00:19:10.635
They're cleaning the sleep out of their eyes and they don't really fire up until 11 am.
00:19:11.037 --> 00:19:20.016
Yeah, but there is two calls that could have happened at this point, which means you paid for two leads that may have something happen on them.
00:19:20.016 --> 00:19:27.232
But if you start the morning where I'm not letting you go to your first call unless you train let's start Monday at 7.30.
00:19:27.232 --> 00:19:28.409
Let's start Monday at 7.
00:19:28.409 --> 00:19:29.665
You know what?
00:19:29.665 --> 00:19:33.496
Maybe we make your Monday start at 8 and you're delayed your call.
00:19:33.496 --> 00:19:40.288
So, in other words, instead of having an 8 to 10 every Monday, maybe you having 9 to 11 as your first Monday slot.
00:19:40.288 --> 00:19:46.875
I'm okay with that too, but your first thing of the day needs to be setting your team up for success.
00:19:46.875 --> 00:19:50.374
It's not let's get them out the door so they can crash out jobs.
00:19:50.374 --> 00:19:58.473
It's let's make sure, before they leave the door, they're primed to succeed on every opportunity we give them, not just fulfill the opportunity.
00:20:00.208 --> 00:20:00.750
Yeah, definitely, man.
00:20:00.750 --> 00:20:01.352
That's huge.
00:20:01.352 --> 00:20:07.691
Let's crank out a couple of action items to summarize this one best weekend and get some people having some wins with it.
00:20:07.691 --> 00:20:09.711
Would you like basic or all-star today?
00:20:09.711 --> 00:20:11.028
I could do either one.
00:20:11.028 --> 00:20:12.653
Whichever you prefer, All right?
00:20:12.653 --> 00:20:16.532
Well, I'm going to take the basic and I'm going to tie it into what we had yesterday.
00:20:17.255 --> 00:20:18.056
Sounds great, I'm all yours.
00:20:19.405 --> 00:20:21.391
Again being a freak about the data.
00:20:21.391 --> 00:20:32.829
I really want to encourage this Maybe it's even two parts is just that if we inform our decision about what we're training, we can be very effective trainers.
00:20:32.829 --> 00:20:40.508
There's kind of two schools of thought around this, and one seems to be like well, what do I train?
00:20:40.508 --> 00:20:54.170
And usually, if you have that question, it just means that we're not collecting data or reviewing the data to actually hold people accountable to our process, or worse, I mean, we don't have a process yet, but we can't start there, right, we're too far down this road.
00:20:54.170 --> 00:20:58.013
So how can we inform your decision about what to train?
00:20:58.013 --> 00:21:03.828
And that's maybe a hard question for you, but we have some tools to help with that, such as our post-call fax.
00:21:03.828 --> 00:21:19.531
Right, we have tools to help with that, such as even a KPI workbook that your CSR can use to just track, hey, what calls came in, where are they coming from and what's our call booking rate, so that you know how to identify that bottleneck and begin to train to it.
00:21:19.531 --> 00:21:20.969
That sounds fair, joe.
00:21:22.317 --> 00:21:25.045
Yep, and I love that, because that actually sets me up perfectly, all right.
00:21:25.045 --> 00:21:31.143
So what I was going to originally talk about was how we should be using the post-call facts and things like that, but you've already touched on it, all right.
00:21:31.143 --> 00:21:35.164
So, additionally, the next level is why do they want to train?
00:21:35.164 --> 00:21:38.262
Now, everyone's motivation could be different right.
00:21:38.323 --> 00:21:39.415
That's good Like.
00:21:39.415 --> 00:21:42.564
For me it's less about the money and more about being a present father.
00:21:42.564 --> 00:21:45.820
But for someone else they may say you know what?
00:21:45.820 --> 00:21:47.306
I don't have any kids, I don't have a spouse.
00:21:47.306 --> 00:21:51.263
I need to make sure that I'm living a certain lifestyle so I can take the vacations I want.
00:21:51.464 --> 00:21:51.585
Yeah.
00:21:52.535 --> 00:21:53.920
Someone else may say I'm just trying to pay off debt.
00:21:53.920 --> 00:21:58.243
So the motivating factors for each person to succeed would be different.
00:21:58.243 --> 00:22:07.201
So I would say, in addition to having training, in addition to knowing what to train, focus on why are we training for each individual?
00:22:07.201 --> 00:22:10.896
So that, when they crush a sale, you can be like Clay.
00:22:10.896 --> 00:22:15.799
You are that much closer to being able to have your Mexican villa, or you know what be like.
00:22:15.799 --> 00:22:18.715
You know, joe, you are that much closer to being completely debt free.
00:22:18.715 --> 00:22:23.606
Or you're that much closer to being able to have your weekends off with your family or having a screw it.
00:22:23.606 --> 00:22:24.027
You know what.
00:22:24.027 --> 00:22:26.342
You were able to hit these numbers by Thursday night.
00:22:26.342 --> 00:22:28.601
You can take Friday off with your family every week.
00:22:28.601 --> 00:22:29.825
I love that.
00:22:29.825 --> 00:22:36.759
Now they've got a motivating factor to do these things and, as a result, they'll be dialed into the training because they're personally have some of the gain or lose from it.
00:22:37.682 --> 00:22:43.218
Gosh man, I'm so glad that you found that inside and brought it to the front man, because that is so important.
00:22:43.218 --> 00:22:44.799
Why would they want to train?
00:00:02.325 --> 00:00:03.346
00:00:03.346 --> 00:00:06.653
00:00:06.653 --> 00:00:21.067
00:00:21.067 --> 00:00:24.469
00:00:24.469 --> 00:00:45.868
00:00:46.268 --> 00:00:47.802
00:00:48.621 --> 00:00:58.972
00:00:58.972 --> 00:01:03.170
00:01:03.170 --> 00:01:07.245
00:01:07.245 --> 00:01:08.087
00:01:08.087 --> 00:01:08.569
00:01:09.090 --> 00:01:10.072
00:01:10.072 --> 00:01:10.492
00:01:10.492 --> 00:01:15.210
00:01:15.210 --> 00:01:19.450
00:01:19.450 --> 00:01:20.504
00:01:20.504 --> 00:01:21.983
00:01:21.983 --> 00:01:28.063
00:01:28.063 --> 00:01:31.766
00:01:31.766 --> 00:01:32.944
00:01:32.944 --> 00:01:36.308
00:01:36.920 --> 00:01:40.248
00:01:40.248 --> 00:01:43.448
00:01:43.448 --> 00:01:45.406
00:01:45.406 --> 00:01:47.486
00:01:47.486 --> 00:02:00.588
00:02:00.588 --> 00:02:12.448
00:02:12.448 --> 00:02:27.150
00:02:28.080 --> 00:02:39.431
00:02:40.199 --> 00:02:45.963
00:02:45.963 --> 00:02:55.350
00:02:55.350 --> 00:03:15.010
00:03:15.010 --> 00:03:33.026
00:03:33.026 --> 00:03:36.187
00:03:36.460 --> 00:03:47.288
00:03:48.050 --> 00:03:48.251
00:03:48.251 --> 00:03:52.475
00:03:52.475 --> 00:03:54.024
00:03:54.024 --> 00:03:59.762
00:03:59.762 --> 00:04:12.133
00:04:12.133 --> 00:04:24.182
00:04:25.327 --> 00:04:26.052
00:04:26.052 --> 00:04:37.755
00:04:37.755 --> 00:04:47.932
00:04:47.932 --> 00:04:49.596
00:04:50.444 --> 00:04:50.646
00:04:50.646 --> 00:04:59.487
00:04:59.487 --> 00:05:03.276
00:05:03.276 --> 00:05:11.278
00:05:11.278 --> 00:05:16.581
00:05:16.581 --> 00:05:28.596
00:05:29.964 --> 00:05:38.834
00:05:38.834 --> 00:05:43.593
00:05:43.593 --> 00:05:49.999
00:05:49.999 --> 00:05:55.399
00:05:55.399 --> 00:05:58.970
00:05:59.750 --> 00:06:01.956
00:06:01.956 --> 00:06:11.163
00:06:11.163 --> 00:06:13.108
00:06:13.108 --> 00:06:18.831
00:06:18.831 --> 00:06:23.108
00:06:23.730 --> 00:06:30.591
00:06:30.591 --> 00:06:31.774
00:06:31.774 --> 00:06:37.738
00:06:37.738 --> 00:06:41.310
00:06:41.310 --> 00:06:52.132
00:06:53.375 --> 00:07:03.300
00:07:03.300 --> 00:07:10.747
00:07:10.747 --> 00:07:16.951
00:07:16.951 --> 00:07:21.189
00:07:21.189 --> 00:07:24.567
00:07:24.567 --> 00:07:25.934
00:07:25.934 --> 00:07:37.091
00:07:37.815 --> 00:07:51.966
00:07:51.966 --> 00:07:57.783
00:07:57.783 --> 00:08:00.391
00:08:01.274 --> 00:08:03.622
00:08:03.622 --> 00:08:10.490
00:08:10.490 --> 00:08:20.165
00:08:20.165 --> 00:08:23.514
00:08:23.514 --> 00:08:24.485
00:08:24.485 --> 00:08:30.468
00:08:32.475 --> 00:08:33.297
00:08:33.297 --> 00:08:41.245
00:08:41.245 --> 00:08:47.130
00:08:47.735 --> 00:08:58.070
00:08:58.070 --> 00:09:11.091
00:09:11.091 --> 00:09:16.643
00:09:16.643 --> 00:09:20.729
00:09:21.735 --> 00:09:25.961
00:09:25.961 --> 00:09:30.446
00:09:30.446 --> 00:09:38.544
00:09:38.544 --> 00:09:53.448
00:09:53.448 --> 00:09:59.539
00:09:59.539 --> 00:10:10.549
00:10:12.674 --> 00:10:25.870
00:10:25.870 --> 00:10:29.861
00:10:29.861 --> 00:10:31.907
00:10:31.907 --> 00:10:37.221
00:10:37.221 --> 00:10:38.363
00:10:38.363 --> 00:10:39.384
00:10:39.384 --> 00:10:41.567
00:10:41.567 --> 00:10:50.648
00:10:51.634 --> 00:10:56.938
00:10:56.938 --> 00:10:59.543
00:10:59.543 --> 00:11:07.385
00:11:07.866 --> 00:11:26.985
00:11:26.985 --> 00:11:30.952
00:11:30.952 --> 00:11:38.611
00:11:38.611 --> 00:11:42.086
00:11:42.086 --> 00:12:08.721
00:12:08.721 --> 00:12:11.370
00:12:12.402 --> 00:12:16.559
00:12:16.559 --> 00:12:22.539
00:12:22.539 --> 00:12:30.888
00:12:30.888 --> 00:12:44.870
00:12:45.721 --> 00:12:51.634
00:12:51.634 --> 00:12:53.825
00:12:53.825 --> 00:12:55.350
00:12:55.350 --> 00:13:00.448
00:13:00.448 --> 00:13:01.952
00:13:02.581 --> 00:13:24.990
00:13:26.081 --> 00:13:34.090
00:13:34.090 --> 00:14:04.706
00:14:05.730 --> 00:14:12.677
00:14:12.677 --> 00:14:14.495
00:14:14.495 --> 00:14:16.957
00:14:16.957 --> 00:14:18.400
00:14:18.421 --> 00:14:19.529
00:14:19.529 --> 00:14:22.695
00:14:23.296 --> 00:14:26.120
00:14:26.139 --> 00:14:28.003
00:14:29.230 --> 00:14:33.817
00:14:33.817 --> 00:14:37.993
00:14:37.993 --> 00:14:42.779
00:14:42.779 --> 00:14:47.399
00:14:48.231 --> 00:14:48.693
00:14:48.693 --> 00:14:49.552
00:14:49.552 --> 00:14:52.809
00:14:52.809 --> 00:14:54.817
00:14:54.817 --> 00:14:55.994
00:14:56.811 --> 00:14:56.951
00:14:57.789 --> 00:15:04.840
00:15:04.840 --> 00:15:08.711
00:15:08.711 --> 00:15:09.653
00:15:09.653 --> 00:15:11.379
00:15:12.410 --> 00:15:13.710
00:15:13.710 --> 00:15:17.817
00:15:18.370 --> 00:15:20.878
00:15:20.878 --> 00:15:24.357
00:15:24.357 --> 00:15:26.494
00:15:26.494 --> 00:15:30.238
00:15:30.238 --> 00:15:32.054
00:15:32.054 --> 00:15:34.635
00:15:34.635 --> 00:15:51.860
00:15:51.860 --> 00:15:55.136
00:15:55.136 --> 00:15:56.340
00:15:57.162 --> 00:16:18.399
00:16:18.399 --> 00:16:25.359
00:16:25.359 --> 00:16:38.196
00:16:38.196 --> 00:16:43.881
00:16:43.881 --> 00:16:47.212
00:16:47.985 --> 00:16:49.746
00:16:49.746 --> 00:17:10.442
00:17:10.442 --> 00:17:17.212
00:17:17.212 --> 00:17:26.932
00:17:26.932 --> 00:17:32.778
00:17:32.778 --> 00:17:37.910
00:17:37.910 --> 00:17:41.173
00:17:41.945 --> 00:17:45.013
00:17:45.013 --> 00:17:52.076
00:17:52.076 --> 00:17:55.334
00:17:55.334 --> 00:17:57.492
00:17:57.492 --> 00:17:59.531
00:17:59.531 --> 00:18:09.973
00:18:09.973 --> 00:18:11.978
00:18:11.978 --> 00:18:16.454
00:18:16.454 --> 00:18:18.471
00:18:18.471 --> 00:18:23.630
00:18:23.630 --> 00:18:28.594
00:18:28.594 --> 00:18:34.896
00:18:35.484 --> 00:18:37.833
00:18:37.833 --> 00:18:42.315
00:18:43.285 --> 00:18:47.054
00:18:47.054 --> 00:18:53.910
00:18:53.910 --> 00:18:57.701
00:18:57.701 --> 00:19:03.789
00:19:03.789 --> 00:19:05.565
00:19:05.565 --> 00:19:10.635
00:19:11.037 --> 00:19:20.016
00:19:20.016 --> 00:19:27.232
00:19:27.232 --> 00:19:28.409
00:19:28.409 --> 00:19:29.665
00:19:29.665 --> 00:19:33.496
00:19:33.496 --> 00:19:40.288
00:19:40.288 --> 00:19:46.875
00:19:46.875 --> 00:19:50.374
00:19:50.374 --> 00:19:58.473
00:20:00.208 --> 00:20:00.750
00:20:00.750 --> 00:20:01.352
00:20:01.352 --> 00:20:07.691
00:20:07.691 --> 00:20:09.711
00:20:09.711 --> 00:20:11.028
00:20:11.028 --> 00:20:12.653
00:20:12.653 --> 00:20:16.532
00:20:17.255 --> 00:20:18.056
00:20:19.405 --> 00:20:21.391
00:20:21.391 --> 00:20:32.829
00:20:32.829 --> 00:20:40.508
00:20:40.508 --> 00:20:54.170
00:20:54.170 --> 00:20:58.013
00:20:58.013 --> 00:21:03.828
00:21:03.828 --> 00:21:19.531
00:21:19.531 --> 00:21:20.969
00:21:22.317 --> 00:21:25.045
00:21:25.045 --> 00:21:31.143
00:21:31.143 --> 00:21:35.164
00:21:35.164 --> 00:21:38.262
00:21:38.323 --> 00:21:39.415
00:21:39.415 --> 00:21:42.564
00:21:42.564 --> 00:21:45.820
00:21:45.820 --> 00:21:47.306
00:21:47.306 --> 00:21:51.263
00:21:51.464 --> 00:21:51.585
00:21:52.535 --> 00:21:53.920
00:21:53.920 --> 00:21:58.243
00:21:58.243 --> 00:22:07.201
00:22:07.201 --> 00:22:10.896
00:22:10.896 --> 00:22:15.799
00:22:15.799 --> 00:22:18.715
00:22:18.715 --> 00:22:23.606
00:22:23.606 --> 00:22:24.027
00:22:24.027 --> 00:22:26.342
00:22:26.342 --> 00:22:28.601
00:22:28.601 --> 00:22:29.825
00:22:29.825 --> 00:22:36.759
00:22:37.682 --> 00:22:43.218
00:22:43.218 --> 00:22:44.799