March 8, 2024
Ep 279 - Replay - Service Electrician Success: They Only Want Estimates
Have you ever faced a sales challenge that felt as complex as rewiring a circuit board? Fear not, because this episode will supercharge your sales skills with strategies meant for electrician services, where we dissect the art of mastering sales despite the hurdles. From Alan's real-world tales of persistence to breaking through gatekeeper barriers, we're plugging into the essentials that catapult electricians to the top of their sales game. Plus, we're lighting up the conversation with a Star Wars tribute, proving that passions can fuel your professional success.
Trust is the currency in the realm of sales, and we're showing you how to earn it in spades. By presenting a spectrum of service options, from the budget-conscious to the luxurious, we create a trust-based bond that can turn a shopper into a faithful client. We also delve into the nuanced use of language to express value and dedication, like a craftsman "sharpening the pencil". Even as we address the prickly issue of price shopping, we instill the confidence to recognize yourself as the client's number one choice, proving that a thoughtful relationship-first sales strategy can unlock doors and close deals.
The episode wraps with a masterclass on the "Two-Call Close Technique," arming you with the finesse to steer customer interactions towards a successful conclusion. Discover how to set the tone for follow-up appointments and navigate through objections with the grace of a seasoned pro. With contributions from sales expert Grant Cardone, we offer you the tools to understand the customer's perspective and stand your ground, even creating scarcity when necessary. As we close out, you're invited to embrace these transformative strategies, and ignite that electric spark in your next sale!
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
00:00 - Mastering Sales Strategies in Electrician Services
06:31 - Building Trust and Closing Sales
14:40 - Strategic Two-Call Close Technique
25:25 - Mastering Sales and Overcoming Objections
WEBVTT
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Hello and welcome to ElectriProner Secrets, the electrician podcast.
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We're here five days a week with you to help you, master sales, simplify pricing and deliver premium level service.
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Did you like that little exaggerated pause I threw in there, you called me on that one.
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I was gonna say you know, I'm always orchestrating the background and I'm like different today.
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I'm gonna lose it If you haven't heard us before.
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I'm Clay Neumeyer.
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This is my partner and esteemed co-host, Joseph the Salesbot Lecanny, and today we're gonna test that salesbot.
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We've got some stuff here because we just finished a fantastic sales class with our clients on the inside track of our little better practice group and guys are doing great, Super proud In fact.
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I've got a ton of energy for this, this topic, and for the wins that we heard today, even though they presented a bit as struggles and challenges and problems.
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But challenges, problems are good things for our listeners because we're gonna work through some of that live today to help you guys get through it too.
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If you're experiencing that, First and foremost, Joseph, I want to ask how you're doing and say may the fourth be with you.
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Hey freaking men man, Thank you so much for that.
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It's been a great day and for those of us that identify as aficionados, personally a SIF, I believe that this is a definitely wonderful day, so may the fourth be with you as well.
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All right.
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Well, I love that.
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I, as you know, am not as big of a Star Wars buff.
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I've tried watching it a couple of times.
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I think I have successfully watched a few of them, but I don't pass the test, although I do.
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I mean, joe, you're right into it Sitting in your office.
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I mean, we sat there for an hour while you explained the meaning of the various items on your walls and their fader references and all the things.
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I can see how you've related to that over time and really extracted the core stories and the influence from that series.
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So I would like to honor it for you, brother, well thank you.
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That really means the world to me and you know what?
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Maybe that's a day that I can have a podcast one day and just touch on it and explain what makes me me and how this has helped my story.
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But it means a lot that you're acknowledging and honoring it.
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You're a good man, Clay.
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Yeah, for sure.
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Yeah, you've got that script on the wall.
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It seems fitting that that day would be today.
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It does.
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We've just got such a great episode and I would hate to rail that for Star Wars tribute right now.
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I know I have to say but next year may be like a halfway to May 4th.
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Yeah, we'll do something like that.
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Alright, alright.
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So today, whenever a client's Alan, who is an absolute rock star we just love the tenacity of this fella definitely operates with present over perfect in mind and just goes out there and gets uncomfortable.
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So, Alan, if you're listening to this, kudos to you, man, we're super proud of your efforts and stuff.
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And, of course, um, Alan never minds us sharing.
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But in this case, Alan's had a tough time, I think today or yesterday with a client who ultimately and maybe you'd explain this better I think the problem was that he wasn't the decision maker Correct.
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He asked to receive the quote, made it clear that he was going to see other quotes and that only the decision maker could actually make the buying decision.
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Did I get that right or did you want to add some to that?
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No, that's pretty much it.
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Realistically, what he was facing was known as a gatekeeper client, where their goal is to be strategically in place, whether intentionally or unintentionally, to make sure that I'm going to keep the person who could say yes or no completely removed from the situation.
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We want to make sure, at least in that archetype, they're trying to make sure that they cannot be emotionally swayed.
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They are only trying to be logically engaged.
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It's a very hard thing to overcome, but there is a process to do it, yeah.
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Yeah, and I think something I'll just interject right there that did come out from our conversation earlier in this situation is that there are people who are very analytical, there are people that are going to have this preference, but insert this little ticking time bomb right here, right now, because we're going to help you guys solve this today.
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It's not always about answering these objections.
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Sometimes it's about eliminating them, right.
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That's entirely what we do.
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And Bill just jumped on to throw you a.
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May the 4th be with you as well.
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So yes, there we go.
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I appreciate you, I appreciate you.
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Of course, we're talking about our VIPs engaging with us in the Facebook group ElectriPriners Secrets.
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You can find us there, get with us and actually receive and see these live the day before they're released on our podcast episodes, on whatever network you're experiencing them.
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So back to the topic here.
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Absolutely, there's things we can do to eliminate this.
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It's in the process and it's in how we handle these analytical clients.
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Please continue, Joseph.
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Thank you for allowing me to derail us a bit there.
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That's all good, and believe it or not, once again, because we're alive, I'm going to be derailed multiple times, I'm sure, as you will.
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So it's all good, just keep putting me on the tee and I'll keep swinging at it.
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Sound fair, right, brother?
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Yeah, you got it.
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So let's kind of imagine what's going on in this client situation.
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The first thing that we've always asked is so what are you hoping to accomplish today?
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Right, you want to start at the beginning with having the customer, in their own words, describe how they want this call to go, and the goal of it is it's establishing what's known as a two-call close.
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We need to make sure that we have an understanding of where they're wanting to go so that we can make our process in not only in line with that, but expecting to get to the end before they do so.
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What I mean by that is this If the customer comes to you and they say something along the lines of, yeah, so what are you hoping to accomplish today?
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Well, I'm just looking to get quotes today.
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That's great, and you can even start with gratitude.
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You're like that's wonderful to hear.
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So just to confirm we're not doing anything today.
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This is just the thought of just trying to get understanding of what we're doing with this project.
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Is that correct?
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You're having them double down and recommit to it, like just to confirm we're not doing anything today.
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We're only looking into this, we're only getting budgetary, we're only looking at numbers right now, if they agree and say yes, perfect.
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That lines up wonderfully with exactly how we do business here at Service of Electrical.
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Our goal is we're going to take the time for this immediate visit that we're on right now to learn about you and the family, to evaluate the situation, to do all of our designs and figure out what needs to be done.
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Then, once we know what you're actually looking for and knowing about the family and how we can assist you, we're going to go back to the shop.
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We're going to design a range of choices, from the finest that money can buy to the most bare bones you can possibly do.
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Then, after we sharpen our pencils and dial everything down as tight as we can, we'll come back so that we can review with you and your spouse.
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That way, it's not on you to have to remember all our different choices, because that would be bad service.
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I got a question for you.
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Go for it, because the entire time we're on the call.
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Earlier discussing this, I had this one comment in mind and you dropped it right there.
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How important is it for an analytical person to hear that you're going to go back and sharpen the pencil and prepare the absolute best price you possibly can?
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It's essential.
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Now I'm going to play devil's advocate with myself for a moment, but I'd like to explain from both sides.
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Some people are like that's cheesy.
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Why would you tell them you're sharpening your pencil?
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We do everything by email.
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We do everything by tablet.
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We're not using pencils anymore.
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It's the same reason why we use nominal voltages.
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It could be 125.
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It could be 122.
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It could be 190.
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We don't know, but we call it 120.
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We have phrases that speak to people beyond what's being communicated.
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When you say I'm sharpening my pencil, you're not saying you're physically cranking it like you did when you were in fifth grade.
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You're saying this is what I'm doing to make sure that I give you a competitive quote.
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You're speaking to something without saying it at the same time.
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Does that make sense?
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Absolutely Reminds me of also the precious metals and how we're laying those out in the six options, because it's what people recognize.
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It's an eight-leaf pair, just from this Western lifestyle.
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Exactly If you were to say take of argument, I took the gold option.
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Well, imagine you're standing on a podium.
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If you took gold, where does that put you?
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That's top or close, knowing that many people also have platinum.
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Correct.
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And then at the other side of the coin, when you're taking bronze, we're on the podium, you're there.
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Yeah, bottom or close.
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Yeah, Maybe there's some runner-up options.
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Exactly Now.
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Luckily, we created six, but we're not going to get into that today.
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Either way, the point of it was we're going to create a range of choices, from the finest that money can buy to the most bare bones or economical we can do and that's what needs to be established to the customer.
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Love it, so pencil sharpened where we headed with this thing.
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Now we're headed as known as a two-call close, because the first step is that the customer will not invest with you, no matter what, if they don't trust, like and respect you.
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If they don't like who you are, they don't feel that they can relate with you and they can't feel like they're.
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You know they can identify with what you're trying to do.
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You're just a number, you're a commodity and as a result, you'll be treated like a commodity.
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So there are multiple times where I would go to calls and the customer would say I'm just getting a quote and then at the end of the call they would buy.
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And it wasn't some fancy sales line or gimmick or trick, it was the relationship.
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Courses are what we foster here.
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It's why the process works so well, because when you build that relationship they get to see that your values actually do line up with theirs, that you do actually care and that you do want to serve them at the highest level.
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So then our process goes towards the next step.
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When we're already there, we're reminding the customer hey, clay, I know at the beginning of the call you mentioned that you were just getting some quotes at this point and that there was nothing that we were planning on doing today.
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So we're on the same page.
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Is that still where we're at?
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Yes.
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And that's great.
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If the customer says yes, then we're following the same play.
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If they say well, I mean, I'm really interested in hearing what you have to say.
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They've just shown that you've created a relationship and that from the beginning to now, you've created enough interest and desire for them to be willing to change their decision making process.
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People do business with who they know like and trust.
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When you first showed up, like you said, gatekeeper mission, I want to keep my emotions out of this and I want to keep them at bay away from forcing us or having mind you know what.
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It's a great day to say.
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Any Jedi mind influence to cause this sale, I love it.
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I love the reference there.
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That's it.
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Underline bold, highlight that one.
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But at the end of the day, guys, I just want to remind everyone that we know we are the best option, because if someone else gets this work, you don't have control.
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I know that if you're listening to us, then it's likely that you're trying to become a premium service provider.
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You're trying to do the best you can serve at the highest level, so that means you're the best choice.
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If you're listening to this, you are the best choice.
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You gotta know that.
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We also need to know back to basics here that just because they're shopping around doesn't mean this is not a sale for you.
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It means that your process also needs to honor people who shop around, the analytical brains who feel like they're project managers in their own right and want to see the best price.
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But even in the commercial world, it's important to note here that the lowest price is often not chosen.
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That's actually why we design the prices the way we do.
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When you have your top option, it's almost never chosen, only about 15% of the time.
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When you have your bottom choice, only 2% are taking that choice.
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That's the thing.
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It's really just that.
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So you'll find that people are more statistically likely to buy your best than they are to buy your worst, just on the blind.
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So why are we discounting them and always assuming that they're only going to want to go cheap?
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We need to recognize what the problem is.
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At the beginning.
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They've kept us at arm's length.
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So the problem to solve isn't to give them more technical knowledge.
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It's to show that you yourself are willing to invest in the relationship.
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And as you do that and they feel like, oh, they're not just trying to sell me.
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Now they can open up emotionally, you can learn more about them and, as a result, you can visit yourself properly for the next call, meaning the second part of this closing process.
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Absolutely.
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I love that, and I love that certain parts of this process, which we're not going to have time to dive into it, nor are we able to give every last detail away, but there's literally moments, really in the beginning of the process that help dictate these outcomes as well Exactly that separate you from the competitors.
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So, on this, two call close, by the way, guys, we did an entire episode on this one in the past, so, also not going to go into extreme detail with it, we're going to stick to how it pertains to this problem that we're dealing with today, but you can always go back and learn more about that two call close.
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One of the advantages we're going to come to, though, I'm sure and I'll tee you up for it is maybe even being the last to come back, having that appointment booked so that you come back last and get to discuss the differences.
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Do you think that that is also important here, joseph?
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I love it.
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You can see the smile.
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For those of you who are just listening, you can tell when Clay says something that really inspires me.
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I get like this big cheesy grin, because that's exactly why we say the word conclusion as well.
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So when you ask someone, when are you hoping to bring it to a conclusion?
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We're not asking when are you planning on getting all your quotes.
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We're asking when did you want to get this job done?
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There's no way they could get the job done before they've gotten all their quotes.
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So when you're asking this, you're actually also asking when are you most likely to be able to make a decision?
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And then you can schedule your follow-up appointment.
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The secondary, the second part of the close from the two-part steps to come back closest to the date that they've already provided you and you.
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Two things can happen Either going to say, yes, that works out great and that shows you lined up, or they may say, well, we're looking for it sooner than that, and that gives you another way out.
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You're like, okay, well, I'm happy to support you.
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Just so I understand this correctly, why do you feel like it'd be in your best interest to get it done sooner?
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Why not just wait, and then it's up to them to now convince you why they need it done sooner.
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I love that Little flip.
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Right, just a little flip.
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Put it back in their court at the right time and let them choose that direction Again.
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I always love the books where you choose your own ending, oh yeah.
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RL Stein for the win.
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RL Stein.
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You got it.
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You got it.
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Okay, where are we going from here?
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Okay.
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Now the next step is after the customer has then said that, yes, they're willing to come back.
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Then great, then we're going to establish that second call where you're going to physically come back.
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But the thing is, can you imagine that some customers might want to give you resistance, like I want to speak to the crowd right now, someone who's listening, that's like no, they're just going to want an estimate now.
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Can you imagine that that might come up that someone's going to be like well, I just want to quote now, aren't you going to give me a quote?
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Yeah definitely Right.
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The thing that I want you all to understand is that you're holding a playbook, that you are the only one who's gotten a chance to read it, and that most people do not want to break an order of operation that you believe in or an established order of operation.
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When you go somewhere, each company is going to operate in their own way, and you're usually going to allow them to do it their way.
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It just makes sense to do so.
00:16:32.693 --> 00:16:41.479
So the confidence in which you describe this initial quote and the reasoning why you're giving it, why you're doing it, is very important.
00:16:41.479 --> 00:16:43.894
So I'm going to break into two sections, is that okay?
00:16:44.336 --> 00:16:44.817
Absolutely.
00:16:45.318 --> 00:16:45.499
Okay.
00:16:45.499 --> 00:16:48.716
The first is the confidence in which you're delivering it.
00:16:48.716 --> 00:17:02.551
If you say something like well, what we normally would like to do is we're going to want to come back and meet with you and your spouse, it's not going to work when you say, here at Service of Electrical, our goal is to do this.
00:17:02.551 --> 00:17:09.647
We are going to make sure that we've gotten the chance to know you and your family and make sure that we understand exactly the problem you're trying to solve.
00:17:09.647 --> 00:17:22.990
Then, after we've determined exactly what it is you're trying to do, we are going to go back to our shop and we are going to sharpen our pencil and design the best choices we can, from the finest that money can buy to the most bare bones that you can do.
00:17:24.059 --> 00:17:32.061
At that point, once we've sharpened that pencil and we've gotten everything as tight and copacetic as we can, we're going to schedule time to come back to meet with you and your spouse.
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That way, you don't have the burden of having to translate multiple quotes and determine which one's the best fit for you.
00:17:39.344 --> 00:17:46.787
We'll be here side by side to help guide you through the process and you'll be completely free to choose, with no pressure, which one you think is best for you.
00:17:46.787 --> 00:17:55.102
At what point is someone going to tell you you know what one they're going to interrupt your confidence?
00:17:55.102 --> 00:17:58.461
Not likely going to happen, I've established.
00:17:58.461 --> 00:18:04.808
Did it really sound I mean, that was off the top of my head, just going off memory, but did that sound like I was pretty confident in this, the way we're going to do what we do?
00:18:05.369 --> 00:18:05.810
Absolutely.
00:18:06.692 --> 00:18:06.913
Okay.
00:18:06.913 --> 00:18:10.749
So as long as our pace and our tone is good, it's important.
00:18:10.749 --> 00:18:14.326
The second thing was why we're doing it the way.
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We are right.
00:18:15.651 --> 00:18:21.083
We're letting them know that we're just going to evaluate it first, to learn and understand them and their family.
00:18:21.083 --> 00:18:32.922
We're doing that so we can let the customer know that it's relevant to them and that they are the people we're focused on, not the light, not the panel, not the outlet, them them themselves.
00:18:32.922 --> 00:18:41.800
Then, after we've gotten that established, we're letting them know we will be going back to the shop Establishing one.
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We have a location, usually implying they were a more established company.
00:18:46.779 --> 00:18:47.702
And they're witnessing that.
00:18:47.702 --> 00:18:49.307
They're experiencing that already.
00:18:49.307 --> 00:18:52.306
There's definitely a difference here, which we're going to touch on again.
00:18:52.306 --> 00:18:52.807
Continue.
00:18:52.807 --> 00:18:53.488
Sorry to interrupt, yeah.
00:18:53.989 --> 00:18:54.430
No, it's all good.
00:18:54.430 --> 00:18:58.201
We're letting them know that we're different than the average company that they're going to work with.
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We're letting them know that we're going to sharpen our pencil to make sure we give them the most accurate quotes possible, make sure that it's as competitive as we can possibly get it.
00:19:06.000 --> 00:19:13.808
Then we're establishing, we're creating a range, so at this point they're starting to understand what it's like to purchase from us.
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They're establishing what makes us different and what they can come to expect.
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We then, at the same time, towards the end of it now, have described what the likely outcome will be.
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We create the choices.
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We're going to come back with you and your spouse.
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