Chapter Highlights

• 00:46 - Being reliable
  “We’ve been getting a lot of feedback from our contractors that even though we’re not the cheapest ones out there, we’re the most reliable.”
• 02:05 - Setting clear expectations with customers
  About initial conversations with customers over the phone: “We don’t set the wrong expectation and then get out there and say, ‘Oh, sorry, that’s not possible based on what we see here.’”
• 06:26 - Being a successful salesperson
  “More than anything, try to keep it a needs-satisfaction type of scenario where you’re not selling what they don’t want to buy. Try to be more a listener than a storyteller.”
• 09:20 - Maintaining a good working environment
  “Once they get comfortable, I allow them time to go after their sales. I think it’s just that
  freedom. They don’t feel like they’re being micromanaged.”
• 13:28 - Taking care of your customers
  “We just try to keep that short communication line open with them which makes them feel they’re being taken care of. There can be an issue with a customer, and if there’s no
  communication, that issue blows out of proportion.”
• 17:44 - Staying motivated
  “At the end, all I want is everyone on this staff and everyone around us to do well.”
• 19:01 - Retaining employees
  “To me, the biggest success is when employees are empowered.”
• 22:44 - Finding inspiration
  It’s just enlightening that any of us—if you really believe in something and have a clear
  direction—can accomplish many things.
• 25:40 - Gathering knowledge and applying it
  “It simplified my life by sitting there and learning. And just waiting for the proper opportunity and then being able to implement what I learned over the years.”
• 28:30- Disconnecting from work
  “I just made it a point to myself that I have to have a stopping point every day. And when you go on vacation, that means vacation.”
• 31:04 - Creating a specific culture
  “Allow people to take the front seat and make decisions…and not be afraid to make a mistake, because that’s what you learn from.”
• 39:28 - Helping those around you
  “I’m amazed at how far we can get when you just dedicate some time and give some
  information. It goes a long way.”

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