March 19, 2024

Ep 286 - Replay - Best Electrician Hack: Following Up on Customers

Ready to transform rejection into your secret sales weapon? Join us as Joseph and I reveal a surefire follow-up strategy that turned a struggling client's sales from sporadic to sensational. In our engaging chat, we dissect the process that skyrocketed close rates by 1800%, and we'll show you how to replicate that success. Discover the structured approach that takes the sting out of 'no' and turns it into a roadmap towards customer satisfaction and increased sales. This episode is your golden ticket to mastering persistence without the pressure, ensuring you're seen as invested rather than invasive in your client's eyes.

Dive deep into the psychology of sales without the jargon, as we unpack effective communication strategies that leave customers feeling like they're the hero of their own story. We'll guide you through crafting a follow-up script that's as non-aggressive as it is efficient, paving the way for not just closing deals, but opening doors to lasting relationships and referrals. Our conversation is a treasure trove of insights on setting placeholder appointments and making those multiple customer touches count. Tune in for a lesson in intentional communication that turns every customer interaction into an undeniable opportunity for growth.

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 Through Follow-Up

12:49 - Effective Sales Communication Strategies

WEBVTT

00:00:00.080 --> 00:00:01.846
Welcome back to Electripreneur Secrets.

00:00:01.846 --> 00:00:07.727
We are here to help you master your sales, simplify your pricing and deliver consistent, premium level service.

00:00:07.727 --> 00:00:18.745
Joseph, today we're talking about why you should follow up and why it's so important, and you guys just missed the inside edge, where we're live on our group talking for a few minutes on this already, but now I've hit record.

00:00:18.745 --> 00:00:22.085
This can be on the podcast too, and we were just discussing.

00:00:22.420 --> 00:00:23.207
It's just as nice.

00:00:23.207 --> 00:00:25.547
Yeah, do it twice, just as nice.

00:00:25.547 --> 00:00:31.167
We were just discussing how important this is and how there's so much being left in the wake.

00:00:31.167 --> 00:00:36.048
And, if you think about, actually, we have a lot of statistics that support this.

00:00:36.048 --> 00:00:38.246
There's a lot of information.

00:00:38.246 --> 00:00:39.564
We're not just making this up.

00:00:39.564 --> 00:00:48.347
There's a ton of data, and while data sucks, it's boring, man does it help to make decisions that are informed?

00:00:48.347 --> 00:00:50.453
Oh my God.

00:00:50.453 --> 00:00:57.387
So can we talk a bit about the result that this one former client saw using your custom script, Joseph?

00:00:57.387 --> 00:00:57.904
Is that okay?

00:00:57.904 --> 00:01:00.021
Yeah, I'd love to Okay.

00:01:00.021 --> 00:01:02.781
So he was going from the average, maybe.

00:01:02.823 --> 00:01:05.448
What zero one call he was doing.

00:01:05.448 --> 00:01:06.078
He was following up.

00:01:06.078 --> 00:01:11.727
He was doing a work from zero to two calls a month that he was actually closing the unsolved jobs.

00:01:11.727 --> 00:01:17.725
So a technician had gone out there and it physically quoted a job and the customer had declined it.

00:01:17.725 --> 00:01:25.582
And now he's got a stack of papers on his desk of these are all the unsolved calls, call them and going in blind.

00:01:25.582 --> 00:01:28.823
He was getting zero to two and I can't blame him.

00:01:28.823 --> 00:01:31.462
The fact that he got two without a process is impressive, right.

00:01:32.019 --> 00:01:37.164
Yeah, and I gotta say, like how many of us have that stack Unsolved, right?

00:01:37.164 --> 00:01:39.323
We're no different.

00:01:39.323 --> 00:01:49.888
There's a ton of people that express interest all the time, but the timing's just not quite right or something else distracted us, right, cause no one's busy, are they?

00:01:49.888 --> 00:01:53.843
No one knows what there's actually busy in their day to day life.

00:01:53.843 --> 00:01:56.587
I think that's a really important piece to hit here.

00:01:57.000 --> 00:02:07.289
There's a huge advantage just from giving people just another drip and statistically they say actually between five and 12 touches is when people buy.

00:02:07.289 --> 00:02:10.127
So we're actually already in a bit of an anomaly.

00:02:10.127 --> 00:02:16.627
I consider it it's in service electrical, because quite often we'll try to make the sale in the first two to three touches.

00:02:16.627 --> 00:02:24.264
It's also why I love CRM so much and the communications, all the extra little notifications hey, check out your hub.

00:02:24.264 --> 00:02:26.606
Hey, we've got this book for this date.

00:02:26.606 --> 00:02:29.068
Hey, that date came, I'll be there in 20 minutes.

00:02:29.068 --> 00:02:30.566
Reminder of your appointment today.

00:02:30.566 --> 00:02:37.104
So we're touching on people multiple times to try to get them more and more comfortable with our service.

00:02:38.939 --> 00:02:40.104
I went on a bit of a tangent here.

00:02:40.104 --> 00:02:43.584
But just imagine, right, these people are busy.

00:02:43.584 --> 00:02:51.746
So you tell me, with that said, do you have a big stack of unsold clients, people that you really don't know what happened?

00:02:51.746 --> 00:02:54.185
All you know is you didn't get the job.

00:02:54.185 --> 00:03:08.346
And two, if you can agree that these people, maybe at least some of them, haven't even made a decision yet, especially if it's still within weeks, if you can agree with that, then this is gonna be valuable for you.

00:03:08.346 --> 00:03:13.913
So he was going from maybe none to one sold per month.

00:03:13.913 --> 00:03:15.622
Yeah, per month.

00:03:15.622 --> 00:03:18.126
And then what happened following that?

00:03:19.120 --> 00:03:36.301
So what ended up happening was we designed the process and we introduced our process to him of the ways that we can best do a follow-up and he consistently started improving and he actually showed 200% increase within the first month and then, within the course of under a year, he ended up.

00:03:36.301 --> 00:03:37.725
So he went from zero to four.

00:03:37.725 --> 00:03:43.205
So, or one to four, or two to four, Either way he was showing massive improvement.

00:03:43.205 --> 00:03:53.153
But the thing is is that the big win was that within a year, he had gone up to selling consistently 18 calls per month.

00:03:53.153 --> 00:03:54.342
Wow.

00:03:54.342 --> 00:03:57.769
So he went from zero and he was consistent.

00:03:57.769 --> 00:04:04.389
It wasn't like you just had a hot month and that was it, Like he was consistently selling upwards of 18 per month.

00:04:04.389 --> 00:04:07.268
So he was showing an 1800% increase.

00:04:07.268 --> 00:04:09.342
And these were jobs that are just sitting there.

00:04:09.342 --> 00:04:16.535
He just had a process and he dialed it in what gets inspected gets managed, or what gets managed gets measured.

00:04:17.170 --> 00:04:17.651
I love that.

00:04:17.651 --> 00:04:18.396
I love that.

00:04:18.396 --> 00:04:26.553
And now, as you say that I'm having a bit of a paradigm shift about all the comments I see on the Facebook wall of people saying you don't you just leave it, they don't want you, move on.

00:04:26.553 --> 00:04:33.997
That to me feels like a very personal thing, like if they don't like me, fine, but it's not really that most times, is it?

00:04:33.997 --> 00:04:35.995
Oh my God, can I touch on that?

00:04:36.209 --> 00:04:36.471
Please.

00:04:36.471 --> 00:04:42.855
The reason why people do that and you really can't blame them at the end of the day is we touched about this a little earlier.

00:04:42.855 --> 00:04:45.738
But a lot of technicians we sell from the heart.

00:04:45.738 --> 00:04:52.995
We're emotional people, we love what we do, we love who we do it for and we believe that we're doing it the best and no one else can touch our quality.

00:04:52.995 --> 00:05:04.392
So you show up and you put your heart on there on a platter and you serve it to them and you're like this is me and they say no, and they say you're too much, we don't like you, and they go away.

00:05:05.089 --> 00:05:06.737
That's a massive ego blow.

00:05:06.737 --> 00:05:09.036
It really hurts a lot of people to take it personally.

00:05:09.036 --> 00:05:19.533
So why would we want them or why can we expect them to come back after licking their wounds in the van to be willing to call back this customer and get more abuse?

00:05:19.533 --> 00:05:32.134
But if you have a process that can explain why your calling isn't the best interest of the customer and not that it's in the best interest of you, the customer has motivation to continually listen to the conversation.

00:05:32.134 --> 00:05:39.975
People will only take time out of their days if your conversation can help them either escape pain or run towards pleasure.

00:05:41.329 --> 00:05:41.791
That's really it.

00:05:41.791 --> 00:05:49.120
I love that and I love what you touched on with the personal piece, especially as this relates to growing your business.

00:05:49.120 --> 00:05:59.759
This is why having a process in place and one that you've mastered personally, so that you can teach someone else to take it and grow it for you, is so important.

00:05:59.759 --> 00:06:25.495
Because even if we got that all-star player, even if we attracted them which they're gonna be attracted by a process and realistic expectations, by the way even if we got them, if we weren't dialed in in that process, if we didn't have that figured out, we weren't able to lead them through it consistently likely they would fall into what we call professional autonomy, Not quite knowing where all the pieces fit, and they could be frustrated by that and begin to pull away.

00:06:25.495 --> 00:06:27.536
Next thing you know they're going somewhere else.

00:06:27.536 --> 00:06:34.016
So this process, follow-up I mean, don't just listen to what we say, watch what we do.

00:06:34.016 --> 00:06:55.536
I'm not gonna pull up our screen and all our KPI, but I'm telling you there is a most definitely an eight-step follow-up process that we've got listed right now for our stuff and you should have something in place too if you wanna capture these 18 leads a month that this one electrician in this example did, is consistently doing.

00:06:56.589 --> 00:06:58.377
I gotta ask one more question on that.

00:06:58.377 --> 00:07:04.653
For our viewers, listeners, now Just trying to picture what 18 calls a month is worth.

00:07:04.653 --> 00:07:06.492
What's your average ticket?

00:07:06.492 --> 00:07:10.043
That's actually a very important thing to question.

00:07:10.043 --> 00:07:12.041
What's your lifetime customer value?

00:07:12.041 --> 00:07:15.384
Keep in mind these are not one-time customers necessarily.

00:07:15.384 --> 00:07:19.581
Right, we start to get to know our lifetime customer value.

00:07:19.581 --> 00:07:23.543
On average, it's average ticket plus a multiplier effect.

00:07:23.543 --> 00:07:27.682
Holy cow, this is powerful stuff.

00:07:27.682 --> 00:07:31.776
And it's sitting there in a stack, likely, or on your CRM.

00:07:31.776 --> 00:07:33.500
Just it's in the wind.

00:07:35.966 --> 00:07:44.942
Breaks my heart man, it really does, because in addition to that, if we can just really dig in more into it, we should have already freaking paid for these leads.

00:07:44.942 --> 00:07:57.141
You not only paid for the lead, you paid your technician to go out there and physically try to close it, and you probably paid for any sort of design or follow-up if you had to do another presentation afterwards.

00:07:57.141 --> 00:08:04.579
So theoretically you paid for three touches of connection and you're not going to try and follow up on it for free.

00:08:06.035 --> 00:08:08.641
And that cost per acquisition is not light these days.

00:08:09.103 --> 00:08:09.665
It's not.

00:08:09.665 --> 00:08:11.386
I mean, everyone's complaining about leads.

00:08:12.415 --> 00:08:12.795
So why are?

00:08:12.815 --> 00:08:13.720
you throwing away that money?

00:08:14.322 --> 00:08:18.024
Exactly, and a lot of people would say, well, maybe 50, 60, 70 bucks a lead.

00:08:18.024 --> 00:08:22.399
Maybe we're thinking more shallow and we're just looking at what we're paying for Google LSA per lead.

00:08:22.399 --> 00:08:25.343
But you've said a number before, joseph.

00:08:25.343 --> 00:08:30.259
In your business, you guys took a much deeper approach and I think you arrived at hundreds of dollars per lead.

00:08:30.875 --> 00:08:48.179
It was $200 to $500 per lead was the eventual metric that you would track, because it's not just the clicked link Like okay, I had to build the website, you had to pay someone to do it, you had to track it, you had to monitor it, the office had to be responsible for it.

00:08:48.179 --> 00:08:53.384
Someone had to take this job on, which means someone was being paid to do it.

00:08:53.384 --> 00:09:03.116
And when you factor in all those hours and all those infrastructural costs, you look at it and say, wow, my home advisor cost me what it's like.

00:09:03.116 --> 00:09:04.381
It only cost you 50 bucks.

00:09:04.381 --> 00:09:13.566
But you had to pay your time to look at the messages and you had to pay your office to call them and you had to pay the office to track them, pay the technician to go to them.

00:09:13.566 --> 00:09:16.381
It adds up real fast.

00:09:18.359 --> 00:09:19.642
I agree it's crazy.

00:09:19.642 --> 00:09:22.320
It's crazy, and who wouldn't miss that?

00:09:22.320 --> 00:09:26.965
I mean, really, most of us are just trying to keep this thing on the rails right.

00:09:26.965 --> 00:09:29.881
We've got enough hats that we're wearing.

00:09:29.881 --> 00:09:34.765
That's why Joseph and I are here for you guys five days a week to help you with this.

00:09:35.514 --> 00:09:37.162
These go up to the podcast, guys.

00:09:37.162 --> 00:09:41.038
You can get that link on the main page in the about section as well, If you're listening.

00:09:41.038 --> 00:09:53.201
You can also join us on the Facebook group, our community of electric pernurs, and we're here five days a week, like I said, to help you with this stuff, and nothing I mean nothing grinds my gears.

00:09:53.201 --> 00:10:03.644
I don't want to say worse, but more than seeing information that's put out in a generalist fashion, because generalizations kill clarity.

00:10:03.644 --> 00:10:11.345
I've seen the same thing with the door hangers, and we came and we did an episode on how to make 30K from a single customer with a door hanger campaign.

00:10:11.345 --> 00:10:13.578
It really happened.

00:10:13.578 --> 00:10:20.628
Now we're here with this follow up how to get 18 customers a month back from a simple follow up.

00:10:20.628 --> 00:10:22.679
How long would this process take to run, joseph?

00:10:24.034 --> 00:10:29.897
Basically, if you took five minutes in this engagement with a customer you're taking a while If you think about it.

00:10:29.897 --> 00:10:39.020
If you wanted to say, in the best to worst case scenario, if you had between five to 15 minutes per call, you've got a talker, you've got someone who's really talking to you.

00:10:39.020 --> 00:10:43.003
Can you spare 15 minutes per customer to get a job?

00:10:45.195 --> 00:10:47.022
And it's a process, literally.

00:10:47.022 --> 00:10:48.861
So this thing's dialed into a script.

00:10:48.861 --> 00:10:50.984
It wouldn't need to be you who does it.

00:10:50.984 --> 00:11:22.624
Give it to your CSR, it's the perfect tool for them to follow up and then you're truly, truly embracing an entire journey for your customers when they come in, or prospects at this point, from the front door right to the review, repeat referral or, if none of the above yet, that follow up process to try to lock them in again and maybe just move them that extra little bit Right, just get that little bit of clarity and talk through it one more time.

00:11:22.624 --> 00:11:30.768
That might get you back to the sales call, into another average ticket, into another lifetime customer value.

00:11:31.616 --> 00:11:32.760
Can I speak this in magic here?

00:11:33.121 --> 00:11:33.423
Go ahead.

00:11:34.336 --> 00:11:42.844
So the thing that some people don't recognize is that you actually touched on and is one of the reasons why I love working with you the customer's experience.

00:11:42.844 --> 00:11:48.826
That's really what you have to consider, but there's also a bit of psychology that comes into this.

00:11:48.826 --> 00:11:56.654
If the customer tells you no, or they've said we're thinking about it, we'll get back through something that communicates not now.

00:11:56.654 --> 00:12:04.389
Right, you could say OK, is it safe to say that this is just a not now, or is it a never project?

00:12:05.418 --> 00:12:23.249
The goal is that if you can even have a tentative appointment, a placeholder appointment, something on the calendar for, let's say, a week to two weeks from now, the customer is proven to be less likely to even consider getting estimates and getting other quotes.

00:12:23.249 --> 00:12:36.167
Because as long as you can position yourself as someone who's able to solve their problem and you're on the calendar to solve that problem, the dissonance has gone away or it's drastically reduced in the customer's mind.

00:12:36.167 --> 00:12:48.931
So their pain has reduced, which means their desire to need to spend time taking off of work and calling other competitors or giving up their weekends or being willing to mine for online quotes goes down.

00:12:48.931 --> 00:12:55.908
So by the time you do happen to come back, a lot of times they'll be like yeah well, we didn't get an estimate, but we like what you said, so we're just going to go with you.

00:12:55.908 --> 00:13:02.206
And then you're like, oh well, if I didn't book that placeholder appointment, what would have happened?

00:13:03.376 --> 00:13:05.311
Yeah, and then who are they going to tell about it?

00:13:05.311 --> 00:13:05.592
No one.

00:13:06.744 --> 00:13:07.734
I can't tell anyone about this.

00:13:08.921 --> 00:13:10.654
But if they have a fantastic experience.

00:13:11.706 --> 00:13:20.169
Ah, that's a good one so in our service loop DM little drawing that we use to illustrate how we see business and how we see the buyer's journey.

00:13:20.169 --> 00:13:30.294
We recognize right away that the second or third step of every buyer's journey is communication, and what that means is that every single customer refers.

00:13:30.294 --> 00:13:34.575
It's up to us to decide how they're going to refer.

00:13:34.575 --> 00:13:36.136
They're going to say something bad?

00:13:36.136 --> 00:13:42.062
They're going to say nothing at all, get quiet when they're asked, or they actually going to pass us on and say, wow, service, super electrical.

00:13:42.062 --> 00:13:46.318
These guys rocked my world, like even when I didn't make a decision.

00:13:46.318 --> 00:13:51.174
They followed up, gave me more value and helped me through and finish the deal Now it's done.

00:13:51.975 --> 00:13:53.347
Right, that's not pushy.

00:13:53.347 --> 00:13:55.934
For most people it's still a great experience.

00:13:55.934 --> 00:14:05.626
In fact it's better because we touched again, built more, built more, built more rapport, built more trust and made the sale and got their wishes filled.

00:14:05.746 --> 00:14:09.965
Essentially, you know, you also touched on something else as well that I love.

00:14:09.965 --> 00:14:14.964
He said you don't have to be pushy, and that's the thing that I think so many people are worried about.

00:14:14.964 --> 00:14:24.035
So if you're listening to us right now and you're like I don't like scripting because it's going to make me sound pushy, they already told me no Like, can I.

00:14:24.035 --> 00:14:28.967
Can I give a little bit of value drip about this script and kind of give some ideas of why it's not going to be pushy?

00:14:28.967 --> 00:14:30.821
Oh yeah, we're going to give this away anyway.

00:14:30.821 --> 00:14:32.044
Oh, I can't wait.

00:14:32.395 --> 00:14:43.106
So, for anyone who's listening to it, there are certain things that you lead with and the thing is is that this script, as well as any script that you're doing outbound, has to be in the customer's best interest.

00:14:43.106 --> 00:14:47.134
To want to give you their time, Because, if you think about it, you don't know what they're doing right now.

00:14:47.134 --> 00:14:49.534
It's two o'clock for you, it's noon for you.

00:14:49.534 --> 00:14:53.741
Whatever time it is for you, you yourself don't know what they're doing.

00:14:53.741 --> 00:14:56.285
They could be working, they could be the bathroom who cares?

00:14:56.285 --> 00:14:58.466
But the thing is, is that they're going to answer.

00:14:58.466 --> 00:14:58.849
Thanks, sir.

00:14:58.849 --> 00:15:02.455
When they answer, you want to say is Hi Clay?

00:15:02.455 --> 00:15:05.898
This is Joe, the customer service manager here at Service Web Electrical.

00:15:05.898 --> 00:15:06.874
What are you doing today?

00:15:06.874 --> 00:15:13.620
I'm just following up to make sure you got everything you paid for on your most recent visit from John.

00:15:13.620 --> 00:15:16.498
Do you have a couple of minutes just to make sure you got everything you paid for?

00:15:17.812 --> 00:15:18.534
What if I said no?

00:15:19.611 --> 00:15:21.759
If you said no, you don't have a couple of minutes, that's fine.

00:15:21.759 --> 00:15:24.538
Well, when we had better time a day for me to reach out to you.

00:15:25.951 --> 00:15:29.594
Yeah, I'm either going to come up with a time or be resistant again.

00:15:29.594 --> 00:15:31.458
That's okay.

00:15:31.458 --> 00:15:34.698
But if he says yes, let's go back to the yes now.

00:15:35.211 --> 00:15:40.298
Sure, if he says, well, that's fine, you want to give me time, I would say, well, thank you so much for your time.

00:15:40.298 --> 00:15:45.477
Always come with a place of gratitude, if you don't, let me asking what do you think about the level of service that Clay provided to you?

00:15:46.471 --> 00:15:47.134
It was really good.

00:15:47.134 --> 00:15:50.198
I'm just not really sure I know what I want yet.

00:15:51.312 --> 00:15:52.176
Well, that's okay.

00:15:52.176 --> 00:15:58.092
Believe it or not, I consider that fantastic because that's the reason why I'm giving you a call, if you don't mind.

00:15:58.092 --> 00:16:00.299
What did you think about the level of service that Clay gave you?

00:16:00.299 --> 00:16:04.243
I know you said you weren't really sure, but did you look under the credit card?

00:16:05.432 --> 00:16:07.840
Service was good, but I just couldn't get clear on it.

00:16:07.840 --> 00:16:10.418
I wasn't sure if it was right at this time.

00:16:11.191 --> 00:16:11.451
Okay.

00:16:11.451 --> 00:16:15.341
Well, firstly, would you mind if I Clay know the nice things you said about him in service?

00:16:15.341 --> 00:16:18.092
Of course, Okay, Awesome.

00:16:18.092 --> 00:16:20.460
Well, I'd love to give you a little more clarity.

00:16:20.460 --> 00:16:28.239
The thing is, I noticed I'm looking here at the notes and it looks like the reason why Clay visited your home was because you didn't have power to your master bedroom.

00:16:28.239 --> 00:16:28.711
Is that correct?

00:16:29.490 --> 00:16:30.113
Yeah, that's right.

00:16:31.029 --> 00:16:31.331
Okay.

00:16:31.331 --> 00:16:38.639
Well, I really see in the visit that Clay had a concern with how the ceiling fan was currently wired in the master bedroom.

00:16:38.639 --> 00:16:46.860
Now, the reason why he had offered doing a renovation to you was because we had recognized the home was still on an original, outdated wiring system.

00:16:46.860 --> 00:16:50.956
Now, if you don't mind me asking, what was the reason you chose not to have that addressed?

00:16:52.330 --> 00:16:52.812
At the time.

00:16:52.812 --> 00:17:01.240
We just have an extension cord run and we're making it work for now, but it just became a bit of a timing and a price thing, honestly.

00:17:01.970 --> 00:17:06.160
And that makes complete sense, and I wouldn't blame you for wanting to do things involving timing and price.

00:17:06.160 --> 00:17:07.474
Those are two major concerns.

00:17:07.474 --> 00:17:15.019
The thing is is that we really do feel like this would actually help enhance the safety and the reliability of the home and the family.

00:17:15.019 --> 00:17:20.115
So, just so we know how to better communicate this in the future, what would have motivated you to get taken care of?

00:17:22.710 --> 00:17:31.453
I think maybe if it was more what I expected as a price, I thought maybe it would just be something like flipping a breaker that I didn't understand.

00:17:33.029 --> 00:17:37.558
Well, I was going to say I know when we came out we provided a range of choices from premium to economy.

00:17:37.558 --> 00:17:39.054
But what if we did this?

00:17:39.054 --> 00:17:42.479
Would you be open to having one of our quality control specialists come out?

00:17:42.479 --> 00:17:46.656
He'll reevaluate the project, as well as the pricing, and see what we can do to accommodate that for you.

00:17:48.142 --> 00:17:48.903
Yeah, that sounds fair.

00:17:49.727 --> 00:17:51.171
Okay, so that's perfect.

00:17:51.171 --> 00:17:52.545
So let's just do this.

00:17:52.545 --> 00:17:53.387
Let's do a quick review.

00:17:53.387 --> 00:17:56.269
So when on the calendar would be the best day for you?

00:17:56.269 --> 00:17:57.965
When would be the best time that I could come out?

00:17:57.965 --> 00:18:00.866
Are there certain days of the week or times that were best for you and your family?

00:18:01.388 --> 00:18:03.786
Yeah, friday, friday afternoon, if you could.

00:18:03.786 --> 00:18:06.749
I know that's near the weekend, but Friday afternoons are best for us.

00:18:07.180 --> 00:18:09.608
Well, you're the reason for my service, not interruption to it.

00:18:09.608 --> 00:18:10.805
So I can't blame you.

00:18:10.805 --> 00:18:13.749
If you want to take Friday afternoon, I'd be happy to provide that service for you.

00:18:13.749 --> 00:18:20.650
So what we'll do is we'll have you on the calendar on Friday in the afternoon where our certified electrician is going to come out and he's going to address us and help brighten your day.

00:18:20.650 --> 00:18:27.950
We're just going to call the day before to confirm the appointment, so you know you're getting great service, and we'll also send you a call or text when we know we're on our way.

00:18:27.950 --> 00:18:30.228
Do you have any questions at all on this point?

00:18:31.201 --> 00:18:32.906
No thanks for your time Looking forward to it.

00:18:33.628 --> 00:18:34.089
Not a problem.

00:18:34.089 --> 00:18:39.426
Well, Clay, on behalf of the entire team here at Service Obletrical, just thank you for the opportunity to try and help you with this.

00:18:39.426 --> 00:18:41.887
I really look forward to helping you brighten your day.

00:18:41.887 --> 00:18:43.003
Have an amazing day, Clay.

00:18:43.900 --> 00:18:45.559
Thanks, man.

00:18:45.559 --> 00:18:48.249
So in doing that, guys, we just ran the whole play.

00:18:48.249 --> 00:18:49.866
Joseph knows this thing front to back.

00:18:49.866 --> 00:18:57.846
He helped design it, of course, but that only took a few minutes, even with some resistance that I presented Three, four minutes tops right.

00:18:57.846 --> 00:19:03.931
The other thing I think that's really important to point out is the no is not a rejection.

00:19:03.931 --> 00:19:06.263
It's still a data point.

00:19:06.263 --> 00:19:14.625
We're learning, as you said earlier, I believe we're learning and collecting data about what's working for us and what isn't.

00:19:15.660 --> 00:19:20.545
Correct, because it's either going to be two directions that go here, and that's why the process works so well.

00:19:20.545 --> 00:19:23.627
It's either do they have time or do they not have time.

00:19:23.627 --> 00:19:24.884
So yes or no.

00:19:24.884 --> 00:19:26.526
If you have time, thank you.

00:19:26.526 --> 00:19:28.566
If you don't have time, when can I come?

00:19:28.566 --> 00:19:32.348
If they say that they like the service, great.

00:19:32.348 --> 00:19:34.445
Let me thank you for saying those nice things.

00:19:34.445 --> 00:19:48.646
If they don't like the service, that's also great, because then I get the opportunity to learn of what we did wrong and I have the opportunity to correct it to a customer that I truly do care about and that consistently presented itself through the script.

00:19:49.931 --> 00:19:53.229
Totally Okay, guys, we're running low on time here.

00:19:53.229 --> 00:19:54.605
I want to get right to the actions.

00:19:54.605 --> 00:19:56.968
As always, we want to give you something actionable.

00:19:56.968 --> 00:19:57.982
Why?

00:19:57.982 --> 00:20:06.569
Because we know that if you go and take action and turn this into big wins, you're going to turn around and tell us about it and that's what feeds this whole need.

00:20:06.569 --> 00:20:08.685
Right here, we want to help you guys succeed.

00:20:08.685 --> 00:20:13.392
So sharing that having you win is a win for us.

00:20:13.392 --> 00:20:14.644
So please do.

00:20:14.644 --> 00:20:19.810
And action item one I'd like to suggest is to take what you heard here today.

00:20:19.810 --> 00:20:30.349
Just take that knowledge and just recognize that it was a simple customer service outreach and a follow up to each call, and start doing that for yourself.

00:20:30.349 --> 00:20:34.127
Start doing that for the pile that you have just from this week.

00:20:34.127 --> 00:20:34.829
Just start.

00:20:34.829 --> 00:20:38.147
You don't have to go too far back, but we just have to start.

00:20:38.147 --> 00:20:39.883
I can't remember.

00:20:39.883 --> 00:20:40.906
I got a quote here.

00:20:40.906 --> 00:20:45.684
But you don't have to be great to start, but you do have to start to be great.

00:20:46.940 --> 00:20:54.486
So if you don't like the way we did it, do it your way, that's fine, but take that customer service-centric approach.

00:20:54.486 --> 00:21:02.601
Find out what went well, what didn't go great, and find out if they've purchased yet, because you're going to have gold to mine in that group.

00:21:02.601 --> 00:21:05.182
All star action.

00:21:05.182 --> 00:21:09.161
I'm going to start this off by saying you can get this script from us guys.

00:21:09.161 --> 00:21:24.213
If you typed all star in the chat on our live Facebook post right now or during the replay, we'll send you this unsold follow up script for both email, call and voicemail.

00:21:24.213 --> 00:21:27.131
We've got two different scripts to cover all three situations.

00:21:27.131 --> 00:21:31.827
That will result in an increase in sales, hopefully at your average ticket price.

00:21:31.827 --> 00:21:38.951
So taking action on that would be a massive win for you guys.

00:21:38.951 --> 00:21:40.753
I do feel that James says all star.

00:21:40.753 --> 00:21:41.663
Thank you very much, sir.

00:21:41.663 --> 00:21:43.704
Did you have anything to add to that, joseph?

00:21:44.900 --> 00:21:47.647
I would say I want to add to the all star action.

00:21:47.647 --> 00:21:52.950
So it's great that they're going to request it and I'm glad that they're doing all that.

00:21:52.950 --> 00:22:01.724
But I'd say, even taking it further is we all know, no matter how efficient you are, there are calls that have been unsold.

00:22:01.724 --> 00:22:06.305
None of us are at 100% conversion and if you are, you're probably lying.

00:22:06.305 --> 00:22:08.824
So the thought is saying you know what?

00:22:08.824 --> 00:22:17.651
Any job that you don't sell, simply write it down on your post call self diagnostic form and simply write it as unsold.

00:22:17.651 --> 00:22:36.969
Because if you're tracking those forms anyway every single month when you do your project review, you'll also be able to look at and say, ah, if you're unsold calls, let me look at them and then you can compare how the whole call went and you can start seeing themes of why you lost it as well as how you can guess we get your foot back in the door.

00:22:36.969 --> 00:22:39.525
That is the all star action for this.

00:22:40.180 --> 00:22:43.759
I love that Great action Okay.

00:22:44.182 --> 00:22:44.584
Anything else.

00:22:44.644 --> 00:22:44.964
Joseph.

00:22:45.701 --> 00:22:47.648
No, I feel like we definitely hit this.

00:22:47.648 --> 00:22:48.481
I feel like I can.

00:22:48.481 --> 00:22:51.603
I could talk about this all day, though, so you're going to have to put a muzzle on me.

00:22:51.983 --> 00:22:53.007
All right, here we go Hard.

00:22:53.007 --> 00:22:54.691
Stop, then, because this was a longer one.

00:22:54.691 --> 00:22:57.106
We've been here at about 25 minutes, 20 minutes ish.

00:22:57.106 --> 00:23:01.750
Guys, thank you for joining us Lutripreneur Secrets.

00:23:01.750 --> 00:23:12.170
We're here every day, five days a week, rather, to help you succeed, helping you master your sales, simplify your pricing and deliver consistent, premium level service.

00:23:12.170 --> 00:23:15.707
I'm Clay this is Joseph, and we can't wait to see you again tomorrow.

00:23:15.707 --> 00:23:17.869
Take care, guys.

00:23:17.869 --> 00:23:18.756
Cheers.