June 11, 2025
S2 EP 42 The $52K Service Call and How to Earn Lifetime Clients with 3D Service
Discover how one electrician turned a single service call into $52K of booked work using Service Loop’s 3D service method. This episode dives deep into advanced client experience, trust-based selling, and building lifetime relationships in residential electrical.
What if a $16K install wasn’t the ceiling... but the first step? Clay and Joe unpack the hidden framework behind one of the most stacked, trust-filled sales in residential electrical: a $52K multi-layered client relationship built from service, not sales.
You’ll learn how to:
- Stop being a commodity and become an experience
- Prevent tiny inspection fails from derailing trust
- Use “relational touchpoints” to turn CSRs and installers into sales allies
- Unlock a homeowner’s full potential with expert-level discovery
This is more than good customer service. It’s a three-dimensional trust loop that multiplies opportunity without multiplying pressure.
00:00 - Intro & Experience vs Price
02:00 - The Ripple Effect of Referrals
04:30 - Focused Service, Not Multitasking
07:00 - Advanced Rapport & Sensory Memory
14:00 - The $52K Case Study Breakdown
18:00 - How Installers Become Closers
22:00 - Final Truths on Lifetime Clients
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00:00 - Welcome to Million Dollar Electrician
02:30 - The Importance of Focused Service
05:40 - Eliminating Distractions for Better Results
08:56 - Setting Up a Three-Dimensional Experience
15:20 - Win of the Week: $52,000 Client
19:15 - Advanced Relationship Building Techniques
23:00 - Making Lasting Customer Connections
WEBVTT
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Hello, hello, hello and welcome to the Million Dollar Electrician Podcast, where we help home service pros like you supercharge your business and spark up those sales.
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I'm Joseph Lucanie and, together with my co-host, Clay Neumeyer, we're here to share the secrets that have helped electricians sell over a million dollars from a single service van.
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Now it's time for sales, it's time for scale, it's time to become a million dollar electrician.
00:00:30.902 --> 00:00:44.609
Hello you guys, and welcome back to yet another episode of the Million Dollar Electrician podcast, where we're taking this crazy approach sales to scale.
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But today, actually, we're gonna focus on service and creating this three-dimensional service environment that your customers can experience, because experience is so important, joe, I would hate for people to miss this.
00:00:57.606 --> 00:01:02.689
You use this term actually often when you describe how to serve people.
00:01:02.689 --> 00:01:06.245
How important is that client experience in your words, brother?
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You know, I I don't necessarily know the exact thing you're referencing, but, um, I'm happy to speak to anything in particular.
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Yeah, if you mind words, and tell me why it's important to set up a great client experience.
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Well, the ultimate goal is that your client knows that you need to be different.
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You have to separate yourself, because if you don't, there's no reason why they should come back.
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You want to make sure you do something that makes you stand out to such an extent that, if you don't, you're not memorable.
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So why not be in the customer's heart as well as their mind?
00:01:35.600 --> 00:01:47.582
That's really powerful If you've recently been compared by price, if your customer said to you, well, this is all well and good, but others came in at a lower price point, would you say?
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that they're comparing you based on experience or a price point, joe I know the exact thing you're talking about now, and that is if you're um, what is it?
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I'm sorry I'm super off today, that's right.
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Oh, I'm willing, if I'm willing to match their price when they're willing to match my service.
00:02:03.843 --> 00:02:07.030
Someone's matched it it yet, so I would like to proceed.
00:02:07.751 --> 00:02:10.067
Right, yeah, that's a really important takeaway.
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So, guys, we're going to dive into this on this episode and I really want to unpack some very important truths for you and your service and your experience.
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And we're going to start at the bottom.
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And the first truth that I want to unpack is actually a little bit selfish, if that's okay.
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I just want to, hard on our sleeves here, share with you guys how much it means that you listen to our podcast.
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And recently we just had a new client sign up, Ben, who I know is going to receive a ton of help and a ton of growth in his business, and the reason that he was able to find out about Service Loop Electrical and about the Million Dollar Electrician podcast was actually on a job doing a meter swap, where a utility tech asked him constructively about his pricing and how his business was going and he said you got to listen to these guys on the Million Dollar Electrician podcast.
00:03:00.632 --> 00:03:11.604
So, first and foremost, thank you! If you're someone that talks about us, if you're someone that receives value and shares that value with others, and if you're someone that would refer this podcast to someone else.
00:03:11.985 --> 00:03:16.522
Thank you, thank you, thank you! you know if I could just touch on that for a moment.
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It feels that particular testimony hit me so hard because often we don't get to see the ripples of our effects.
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You can see the one-to-ones, you can see the people in your immediate circle, but you don't often know those who heard it, who told someone else, who told someone else and the fact that the utility worker wanted to help the electrician is already great.
00:03:37.205 --> 00:03:50.102
He could have just kept it to himself, but he wanted to help and then that he had a resource that he could apply to say, if you're an electrician who wants to learn how to do your job better at a higher level, there's a resource you can go to apply that skill.
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I just I feel like it's an absolute amazing thing.
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It really touched my heart hearing it.
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Yeah, that's a great share, and I just want to add the final layer on that is simply that you know what guys a staggering number of our listeners don't subscribe to us.
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But if you have listened to several of our episodes, if you're getting value from this, please hit the subscribe button on your favorite podcast channel or on YouTube, where so many are choosing to follow and watch there on the confidence and our ability to create even more valuable content.
00:04:23.778 --> 00:04:29.470
So I'll make you a promise If you hit that subscribe button, I promise we'll keep showing up every week.
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Even better, we'll keep recording episodes even into the future, enthusiastically to help you in your business.
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So thank you for that.
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Thank you, Ben, and thank you to the utility tech who made that suggestion to Ben.
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Now let's better your service.
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Let's create a three dimensional experience.
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You ready for this, Joe?
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I'm so pumped.
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Let's make it happen.
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First and foremost, many, many people who listen to us or coming to find us or just starting in the trades or just starting in business first have this enterprise where they're doing too much.
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Do you remember those days, Joe?
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Yeah, no, I remember doing way too much changing panels out with a boom mic on my ear so that if the call came in I could still wedge the panel against the wall and lower it and still take the call.
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So yeah, I remember that moment and there's a couple problems with that experience when we set it up that way.
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Number one is have you ever gone to talk about something, maybe even to list something, and by the time you got to the third thing you forgot what that thing was?
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Errors and omissions these things happen.
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We're human, right?
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I remember that Well.
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I'm a firm believer that every time I answer a call or allow a distraction to come between me and the current task for the current customer, or even the current conversation with this current customer, that there's a couple of really prone error points here.
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And it's either by that omission I could just forget something right, how about the subpanel bond screw, for example?
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Did I take it out?
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Did I forget?
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Maybe on further examination, I got distracted in that moment, went and did something else and I've forgotten it.
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And now I've got an inspection problem when the inspector comes by and goes.
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And even worse is that you knew you did everything great.
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You're phenomenal electrician.
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Your lines are like parallel and perfect.
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And now what does the homeowner think of your workmanship?
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Because the simplest of things didn't pass inspection.
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So what do they think about the more complicated things now?
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Absolutely Now.
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Worse than that is, of course, if you're in communication with your current client.
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I really want you guys to put the blinders on, really focus, like nothing else is important in this moment.
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Joe, I don't know how your phone set up, but mine set up so, like basically Mariel or my girls, you actually are the only people that could actually get through and ring me, even during a meeting.
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But outside of an emergency I'm on.
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Do not disturb dnd guys, you cannot reach me.
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I'm focused on the task, the priority in front of me, and that's this customer and their experience of us.
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Are you the same way?
00:07:05.379 --> 00:07:06.704
Completely Exactly the same.
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In fact, I literally have it automatically set so that within certain hours, it automatically shifts over and additionally, it saves me from myself and I'm sure you've experienced this too where something comes up, a notification comes up and it's business related, you say you know what I'm going to.
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Just click on this, make sure it's done, and it becomes a rabbit hole.
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And now I'm finding that I'm not with my kids, or I'm not with my wife, or I'm not with my client and, as a result, if I completely remove the distractions, my desire to want to serve and solve problems is curbed.
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So I have to focus on the task at hand, which naturally leads to better problem solving as a whole, because there's no problem to solve because you didn't cause one.
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And, bro, I'm so happy you started with the mention of kids and wife, because there's this expression that how we do one thing is how we do everything.
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You familiar with that one.
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Oh, yeah, right.
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And so I believe in this with service too.
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If we're acting in and through distractions, then are we really doing anything wholly?
00:08:05.194 --> 00:08:09.331
And isn't this the Achilles heel of entrepreneurs everywhere?
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If we could just have that 100% focus on, with the level of energy that you guys bring to any one task on the list, I know we could do it exceptionally.
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I know we could create an experience to be longed for by customers everywhere.
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And if we did that, if we were truly able to create that environment, what would happen then?
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Would they repeat, would they leave a review?
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Would they refer to other people?
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And what would happen to your business if every customer did that?
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Now you might be thinking to yourself's unrealistic clay, but we got to aim for something right.
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Shoot for the moon.
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At least you'll land amongst the stars.
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I may not get a hundred percent reviews, but I sure as hell want to aim for it.
00:08:51.472 --> 00:08:54.902
Go ahead, yeah, there's actually another factor that we may not be speaking to.
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That's another benefit that may be seen as a concern or complaint, because it literally just happened this the other day where I had worked with a company and I loved their service.
00:09:05.854 --> 00:09:08.399
I trusted them, I felt they were really good.
00:09:08.399 --> 00:09:13.981
I'm happy with them, their marketing is great, love them, but it had a technician that didn't fully live to my standards.
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Now, my standards may be high, but didn't live to my standards.
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I could have said nothing, but instead I contacted the manager and said I love you guys and because I love you guys, I want to see you win.
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And in order to see you win, your team needs to be the best, and here's how I can see improving your technician.
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Nope, some of us might be like I don't want to take that call, I don't want to hear my guys are bad, but instead that's an amazing situation because now they can improve on something and have better experience across all their teams.
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Now, if they're willing to take the advice and run with it, that's something else that could come from a great relationship proper feedback, swift feedback.
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Man, I love that, I love that, and so, while exploring this, I want to keep going deeper.
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We know for a fact you guys have heard this on the podcast we've seen so many people grow from this one.
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Change that for that focus reason, because you're not the expert in answering the phones, because you're not the expert in email or text communication, because you're the expert in electrical, you're the subject matter expert.
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The reason people call.
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Shouldn't we start by focusing there and helping people where we can have the greatest impact?
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Naturally, touch the lives that you can, and naturally I want to actually display a common occurrence that is hugely missed when we don't have someone to answer the calls for us.
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Could I actually provide an example of this?
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By all means?
00:10:33.942 --> 00:10:34.484
I'd love to hear it.
00:10:35.066 --> 00:10:36.932
We were on a CSR training on Monday.
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Actually, joe, usually this is a class that you teach, but you were away and our great client, nate and their great CSR, cassandra, was there and immediately I could tell how much Cassandra was fond of and believed in their level of service and she started setting Nate up like a 10 in class.
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She didn't even mean to, I just got that she was bought in.
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You know what I mean.
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She trusted these visionaries, she wanted this.
00:11:04.289 --> 00:11:05.472
Yeah, you can hear it in the voice.
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You can see it in the facial expressions when someone believes you almost become more animated, your hands start moving.
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You're like I am so excited about this.
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It's not a pitch.
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It's your truth.
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And now we're entering this three-dimensional experience and how important this is.
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Let me share with you the example of what this looks like from a two-dimensional perspective.
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You ring and I say hey, welcome to Service Loop Electrical.
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I can't wait for you to meet me.
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My name is Clay Neumeier.
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I am the best master electrician in the area.
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I'm so good at this.
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I know you're going to have a great experience.
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How does Wednesday at nine, between nine and 11 AM, work for you?
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Oh great, yeah, you'll see me.
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I'm the great looking guy with a nice van, all all stickered.
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You see where this is going.
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You can't say that about yourself.
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Even if the reality, even if it's a hundred percent true, it just comes across as arrogant.
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And intent right.
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We had to demonstrate this because I can promise you, at arise, where nate is, cassandra is setting him up that way and it comes off authentic, not arrogant.
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So what's the difference?
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We begin to have this three-dimensional experience that we're talking about, and it's not just on that call because, joe, now, if I asked you just intuitively from that standpoint, I just got off the phone with the csr.
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I'm the homeowner.
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I just got off the phone.
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My experience of the company so far is what I saw online.
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It's the reviews, maybe some name mentions, and the only conversation I've had is with that csr.
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So who's my number one relationship in-house I've had is with that CSR.
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So who's my number one relationship in-house?
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It's with Cassandra, the person who's a CSR.
00:12:45.490 --> 00:12:47.738
Absolutely, the 3D experience is beginning, but it's just setting up that third dimension.
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Now, when Nate shows up, he best delivers a 10 out of 10, which is expected following a consistent process.
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But the question becomes should Cassandra have another touchpoint with this client following Nate's visit?
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I mean, there's nothing wrong with it.
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It's almost like the warm handoff, because they started the relationship and it's almost like the salesperson who sells it and builds a relationship and they never see him again Just disappeared, gone until it's time to sell something else.
00:13:12.178 --> 00:13:20.841
The fact that Cassandra would come back and circle through to ensure they're so happy, plus leading to the happy call, the relationship has a nice blue bow on the end of it.
00:13:21.261 --> 00:13:47.910
It's nice, it's wrapped up, it's pretty 100%, and if she sets up that 10 out of 10, and then they do experience the 10 out of 10, with Nate meaning he was there asked them key strategic questions to accomplish, essentially, discovery about their experience yeah, not experience with the company necessarily, even yet experience with their electrical system and other companies that he can then build value off of, just as our process outlines right.
00:13:47.910 --> 00:13:53.625
This is incredibly important and it's something that we talk about in-house with our sales team.
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The sale is one in the discovery.
00:13:56.003 --> 00:13:58.142
Why do you think that is, Joe?
00:13:58.142 --> 00:14:00.583
Why is discovery so important?
00:14:00.583 --> 00:14:03.879
I mean, you teach this in options so well why, why?
00:14:03.958 --> 00:14:05.177
why so?
00:14:05.177 --> 00:14:06.815
There's two things on top of that.
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The first is, if I can show them that I'm someone that they want to connect with, someone that they can trust at an authentic level, then they're bought in me, and, as a result, the relationship is the thing that carries it forward.
00:14:21.684 --> 00:14:28.427
If there is no relationship, the only way the sale progresses is if they truly need the thing.
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It has to happen.
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I'm the only one they can use, and it's time sensitive, and I don't want that to be the case.
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I want them to feel happy working with me and be like you know, joe, I'm glad you showed me these choices.
00:14:40.259 --> 00:14:44.388
The second thing, though, is when you mentioned tying into options class.
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The discovery is essential, because a lot of times, people will say you can't make options for something because it's so small, but that's because they're focused on the technical.
00:14:52.565 --> 00:15:11.201
If you instead focus on the relationship and understanding how they use the electrical system, now what you've discovered is why they need it so badly, and then you can tie your solutions to meet not only their current need but their emotional needs that are tied to the physical massive, massive, massive.
00:15:11.741 --> 00:15:15.600
And I actually want to seek permission right now to go to the expert level with this.
00:15:15.600 --> 00:15:16.442
Go for it, man.
00:15:16.442 --> 00:15:16.722
What's up?
00:15:16.722 --> 00:15:17.966
Ultra advanced.
00:15:17.966 --> 00:15:20.881
But first I've got a cliffhanger for you guys.
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We're going to pause and go into win of the week.
00:15:22.657 --> 00:15:25.326
Do you have Dorian's win up or do you want me to go into it?
00:15:25.855 --> 00:15:28.423
I actually I have it off memory but we can make him rock and roll.
00:15:28.615 --> 00:15:28.836
Sweet.
00:15:28.836 --> 00:15:29.557
Go off memory.
00:15:29.557 --> 00:15:31.825
I'll fill any gaps that you may not have on memory.
00:15:32.254 --> 00:15:43.336
So Dorian has a technician who had already sold the job and was installing it and then, while on the job, I believe it was a $16,000 sale he had made While on the job.
00:15:43.336 --> 00:15:45.004
It was a substantial sale he made.
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While already doing the job.
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It was something where I'm doing it, hey, I sold another job while I'm here, then continued on and sold another job to this client and then after that sold another job to the client, meaning this one client produced $52,000 for them.
00:16:02.402 --> 00:16:06.403
And the cool thing about that isn't the amount I mean granted, don't get me wrong.
00:16:06.403 --> 00:16:10.863
If every client you had gave you $52,000 in a short period of time, it's wonderful.
00:16:10.863 --> 00:16:12.988
But that wasn't the thing.
00:16:12.988 --> 00:16:53.456
It's the fact that his technician did the thing and it shows that because it was done on the install, it has an even deeper level to it, because people buy the relationship too, and sometimes they start with a small project to test your trustworthiness and your competency and once you've met that expectation, they level it up more and more and more, meaning that this client wanted or had a need or had a desire for these larger problems to be solved and through the continued development of the relationship with the technician and the company, it became a no brainer to just say you know, why don't we just invest in the whole thing with you?
00:16:53.456 --> 00:16:55.101
You'll do the whole project.
00:16:55.101 --> 00:16:56.725
Let's just go through you guys.
00:16:57.515 --> 00:17:02.967
I can't actually think of a more fitting win, a recent win, for this topic, this 3D experience.
00:17:02.967 --> 00:17:08.214
So the exact facts for this Dorian actually made the first sale for $28,000.
00:17:08.214 --> 00:17:13.625
Installer upgrade process, as you mentioned, for another $8,000 the next week.
00:17:13.625 --> 00:17:18.326
Week later, then another installer upgrade of another $16,000 in addition.
00:17:18.326 --> 00:17:20.234
That's what's adding up to the $52,000.
00:17:20.234 --> 00:17:22.875
And that's so important again to recognize.
00:17:23.297 --> 00:17:28.324
This started with a call to a CSR too, and we know Juliet did a magnificent job, as she always does.
00:17:28.324 --> 00:17:31.384
We know that she set their tech up as a 10, dorian.
00:17:31.384 --> 00:17:34.422
We know that he went out there and truly served that customer.
00:17:34.422 --> 00:17:36.884
They put this so forward, right, great people.
00:17:36.884 --> 00:17:48.922
And then we know that their installer actually has an upgrade process to discuss those options again and continue to communicate with the customer and, as you said so eloquently, just building layers of trust.
00:17:49.502 --> 00:18:04.939
If you ask major brands like AT&T, they actually try to get multiple relationships through multiple products with you, because it's the ultimate sticky place to be as far as client retention and tenure Lifetime value up.
00:18:04.939 --> 00:18:06.443
Here's the crazy thing, joe.
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I bet you 52K.
00:18:07.808 --> 00:18:14.207
That's just a piece of the bigger picture that's still yet to come in the next 12 months, as I imagine they're now a club member.
00:18:14.207 --> 00:18:22.596
I imagine there's a happy call to follow up to make sure that the five-star review came in and to get all the eensy-wincy details in the background.
00:18:22.596 --> 00:18:38.875
If this were my company, I'd even be exploring having an additional meeting to honor them and just appreciate them, in addition to as one of our best customers at this point, to just truly understand our experience, going in fully, to fall on the sword and just get their point of view.
00:18:39.135 --> 00:18:40.317
It'd be a very valuable insight.
00:18:40.317 --> 00:18:53.882
Regardless, it's not even the amount I would say, even if you change it to a thousand dollar sale each time it's the fact that the client continued to trust the person to such an extent that they were like I want to keep investing in you.
00:18:53.882 --> 00:18:55.670
I agree with what you're trying to do.
00:18:55.670 --> 00:18:57.616
I agree with your reasons for why I need it.
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There's no reason to say no, let's proceed.
00:18:59.682 --> 00:19:05.263
So the amount is great, but the service that reflected the reason why they bought is like that's.
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I really need to make sure.
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The highlight is there.
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That's the real win.
00:19:08.419 --> 00:19:10.805
Absolutely, let's go expert level.
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We're talking about why?
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Why?
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Why the experience is so important, the discovery is so important.
00:19:16.568 --> 00:19:18.315
Rapport is built on relation.
00:19:18.315 --> 00:19:19.517
Here's another way to say.
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I've never said it like this before, but rapport meaning really relationship there's trust, relationship there's.
00:19:26.509 --> 00:19:29.565
In fact, let's say it this way there's no relationship without relation.
00:19:29.565 --> 00:19:32.336
Boom, put it on a bumper sticker.
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Guys, put that on your post-it note on your mirror.
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There is no relationship without relation.
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Guess what?
00:19:37.459 --> 00:19:43.979
There's no sale without relationship, there's no transaction without that foundational trust and building that up.
00:19:43.979 --> 00:19:56.407
The problem is and we just talked about this with our own sales team we can't invalidate that relationship with a gap that then proves it was just for the transaction.
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100%.
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You have this ultimate edge in your business.
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Every time someone builds a relationship, I ask you guys, I beg you guys, to go the extra step to touch base with your clients again.
00:20:08.587 --> 00:20:13.067
That person, specifically A selling tech, should never sell and not talk to them again.
00:20:13.067 --> 00:20:16.361
An installer should never install and not talk to them again.
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A CSR should never set up the sale or the install and then not talk to them again.
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Same goes for a service manager.
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Once you're involved, you're inextricably linked to the experience this customer has, and without your continued relation, that relationship starts to crumble.
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Does that make sense, joe?
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It really does.
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It's almost like you don't want there to even be rust in your armor Because at the same time, eventually that rust will create a hole and that hole creates a weakness.
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