Windshield Time

This week on the Service Contractor Radio Show, Chris Elmore is joined by fellow business coach and trainer, Dr. Kerry Webb. Kerry holds a PhD in Business Management, and like Elmore, has seen and helped hundreds of trades businesses all over North America.

Their topic this week is for Owners and Managers. They cover the critical items you should do for your mid-year business review.

• Compare your actual results to your budgeted results. You should be doing this every month, but most definitely at mid-year. Doing this review allows you to make adjustments so you can hit your sales and profitability targets. Also, you can adjust your budget in the event that your original assumptions have changed. Your budget is a living, breathing plan. It’s not chiseled in stone.

• Review KPIs versus expected results. You should have a scoreboard for every division of your business. Everyone should know what performance level is expected of them. You should establish individual KPI targets for each member of your team. Just like with your budget, this is the time of year to adjust targets as needed.

• Review your business for strategic loss. This is the time of year to determine if there is anyone on your team you need to reassign or replace. No one likes talking about replacing a team member, but the reality is you will have to do it. Everyone should understand that they are being evaluated based on their KPI‘s. Changes should not be a surprise to anyone who’s performance is below expectations. Always be looking for good team members so that when this time comes you have someone to fill the spot. Also, this is a good time to review your customers to see which ones need to be given to a competitor. Upgrading your team and your customer base is just part of strategic loss.

It’s a good idea to review your business performance each month, but critical to do it at mid-year. This gives you the opportunity to adjust your budget, evaluate your team’s performance, and determine the strategic loss that may need to happen in your business. As always, if you need help with this topic, please reach out to us. Also, please like and share this podcast. Send us your suggestions for topics!

Are you an expert? In today’s podcast, Chris & Chris talk about what it takes to be considered an expert. Most of you are Expert Technicians, but being an Expert Technician isn’t enough. You also have to be a consultant. Your customer wants you to be both. They want you to be an Expert in your trade.

Here are four things that Expert Consultants do for their customers:

1.    An Expert asks qualifying questions to ensure that they are talking to someone who can say “yes.”

2.     The Expert asks evaluation questions, so the solutions offered are customized to the customer.

3.     An Expert creates a planned presentation that is customized to the profile and needs of the customer. An Expert doesn’t use a canned presentation that sounds memorized.

4.    The Expert handles objections and knows that an objection is not necessarily a “no,” but an opportunity to learn more or teach more. An Expert Consultant doesn’t ignore objections, push too hard, or give up and accept an unclear future such as “I will let you know”.

Anyone can become an expert, but it takes training, study, and practice to be an Expert Consultant. Which one are you?

There is a sales killer on the loose. He is lurking at every job and every proposal you go on.

He is waiting for you to skip a value builder and then he will pounce and kill your sale. This week, Chris & Chris talk about the sales killer, and how you can always be sure to sell on value.

There is a huge difference between selling on value and selling on price. You will face competitors every day in all seasons that are cheaper. You’re probably not the cheapest. In fact, you are probably near the top of the price range. You must resist the urge to sell on price in these situations.

• If value exceeds price, it just makes sense for the customer to buy from you.
• If you think the customer is all about price, you’re probably right. You’re probably right because you made it about price by not building enough value.
• Sometimes, you get in a slump and think the customer only cares about price. Almost everyone we find that is in a slump, or has a low average ticket, is skipping steps in building value.
• The 9 principles of PRESS PLAY are designed to build value. If you skip any principles, you won’t build enough value.
• Everyone has a different concept of value. Everyone values different aspects of what you do. You must do all the steps in building value to appeal to everyone.
• A very important part of building value is setting expectations and qualifying UP FRONT.
• Don’t let something you didn’t qualify up-front attack and kill your sale at the end.
• Know your qualifying points and the questions that you should ask up front.
• Qualify on time, advisors or decision-makers, time frame of decisions, budget, other bids, and identify profile. (D, I, S, or C)

Thanks for listening, downloading, liking, and sharing this week’s podcast. If you have a topic you’d like us to discuss, please send an email to [email protected] or [email protected].

When this podcast was recorded, the breaking news was Texas legislature was allowing the Texas State Board of Plumbing Examiners (TSBPE) to expire. The context was that in September the TSBPE would no longer regulate licensing for plumbers in the state of Texas.

There were many in the trades that expressed very strong feelings about the decision. In fact, a petition was quickly created that surpassed its goal in 1 day! Shortly after the petition signing, Texas Governor Greg Abbot, stepped in and extended the board for 2 years.

While it may seem that this podcast was no longer needed, the content and discussion are just too good not to give to you. And, the matter is still not truly settled. The extension does not guarantee the State Board will remain after the 2 years are up.

We decided to release this podcast. The discussions with real contractors provides deep insights into how contractors feel licensing and regulations impact the industry.

This podcast is an open discussion on what this means for plumbing contractors in Texas.

Here are a few of the contributors.

Billy Bostic- Pioneer Plumbing- Houston, TX

Joe Strittmatter- Strittmatter HVAC, Plumbing, Roofing – Denton, TX

Corey Hickmann - Comfort Matters- Dayton, MN

Shawn Geiger - a Plumber in Colorado

What do you think will be the fate of the Texas State Board of Plumbing Examiners?

Please share your thoughts and comments on Facebook and LinkedIn.

This week, Chris Elmore & Chris Loudermilk give you the best ways to get those plumbing add-ons that add extra value and help the customer even more. 

• Always ask the “What else?” questions. It could be as simple as, “What else on the plumbing system can I take a look at?” Even better, add a few things they may not have considered to be a problem. “What else have you noticed with the plumbing system – any slow drains, a toilet that needs the handle jiggled once in a while, any odors?” Most customers don’t realize there are issues that they don’t have to live with. Ask the “What else?” questions to find out.

• Always do a whole system inspection. It doesn’t have to be very comprehensive, but it does need to allow you to check the water heater, the toilets, major drains, shutoffs, etc. Don’t ask to do it. Rather, make it part of what you need to do to diagnose the problem. The plumbing system is all interrelated. Water pressure, water quality, and other things could be contributing to the problem. Remember the 3 P’s: Problem, Possible cause and effects, and Prevention. Always be able to answer these questions from your diagnosis and inspection checklist.

• Observe your surroundings. You can gain a lot of insight into how the customer is living with their system just by using your senses. While you are doing your whole system inspection, look around. Notice things like the fridge water dispenser has evidence of hard water, look for water stains in the sinks and toilets, see if there are any smells from drains, or even evidence of past leaks. Taste the water. Your senses can tell you a lot, so be sure to use them.

• Go after the “low hanging fruit”. These are things like angle stops that won’t turn, corroded risers for the toilet and sinks, or plain rubber hoses for washing machine connections. Little things that take a short amount of time are usually items that the customer will want to do. They just didn’t know they needed them. Be sure to check these as you do your whole system inspection.

By adopting a few new things in your routine, you can substantially increase your sales while also increasing the level of service and professionalism you provide to your customer.

This week, we are joined by Jack Arnold, owner and founder of Arnold Electric in Chicago, Illinois. Jack’s been with us many times before, discussing the growth of his business and how it’s changed over the last year and a half. Today, Elmore and Jack are going to talk about some tips that have allowed Jack and his team to double the business in the last year. We might have a laugh or two along the way as well!

Todd and Elmore ask Jack what the keys to success have been. Here is what Jack thinks turned his business around.

• Use a checklist. It has helped Jack's team offer more accessories and sell more tasks that the customer needs to have done.
• Their checklist includes convenience items such as USB outlets and occupancy switches.
• They educate their customers about wire type and wire condition throughout the house instead of just fixing one problem.
• With the complexity of electrical systems these days, they’ve discovered that they have to be an advisor.
• They spend more time educating the customer.
• The checklist has caused him to be more thorough than ever before.
• They have several training sessions a week and also do ride along skill evaluations to make sure everyone is doing it the right way.
• They ask the “anything else” question to let the customer know that there might be things that they’re living with that the electrician can fix.
• They also educate the customer on code issues.

Even though we discussed many points of the podcast, it really comes down to realizing that as an electrician, you are more than just a guy who can fix the outlet. You are an expert with valuable knowledge. The customer is paying you for that knowledge and needs to get your best every time.

In this podcast, we’re connecting again with Jack Arnold owner of Arnold electric services in Chicago Illinois. Jack has been working with Service Excellence Training since December 2017. We’ve done several other updates with Jack along the way. His journey has taken him from almost shutting his business down and going to pump gas at the airport to today, where his business is doubled again year-over-year. He is in a much better place as a business owner, husband, and father.

Here are some of the things that Jack and Elmore talk about:

• Through May of this year, his business is already doubled over last year. Jack is very happy about that!

• He’s come a long way from wanting to shut his business down and pump gas at the airport.

• He realizes that he has to control his business. He can’t let his employees and customers control his business.

• He knows his numbers all the time.

• He knows his key performance indicators and has made them transparent for everyone on the team.

• He has created a performance culture in his business.

• He has defined performance levels for his team and everyone knows where they stand.

• He has established the Arnold Electric Way.

• Even with all the physical change in his business, the one thing that is changing the most is Jack’s perspective on his business.

• He can’t wait to come to work every day!!!

• He’s done all of this without compromising his family life.

Jack has done a great job in a relatively short amount of time. Make no mistake though, he’s put in hard work and a lot of time to make the transition with his business. He has also trusted Service Excellence Training to guide him and train his team through this process. We can help you too. Well, Jack is an exceptional guy, his success can be duplicated. Reach out to any of the coaches or team members at Service Excellence Training To find out more about what we do. We want you to be like Jack!

Jack Arnold started his journey to doubling his business by attending one of our PRESS PLAY programs in Austin, TX. If you would like to know more about how you can double your business, check out our upcoming programs. 

https://www.servextra.com/training/classroom/

In this week’s Contractor Radio Show podcast, Todd and Elmore talk to Cody Ringer and Chris Stokes at Champion AC in San Antonio, Texas. In 2018, Cody did 1.3 million in sales, as of the end of May he has already surpassed the million dollar mark. He is well on his way to 2 Million for 2019. Champion has been working with SET for over a year and has seen amazing results with their team – especially comfort advisor Cody Ringer.

Todd and Elmore ask Cody, and his manager Chris Stokes, to share their perspective on the change in Cody and the stellar results he is seeing so far.

Cody

• He set goals and wrote them down.
• Realized that hitting his goals wasn’t impossible.
• He broke the goal down to small units – one extra sale per week.
• He sets goals for each month.
• He changed his mentality from “selling” to “service”. 

Stokes

• He could see the potential in Cody.
• Helped Cody see the potential in himself.
• Helped him focus on the people and not the technical things.
• Provided support and training so Cody could realize his potential.
• Gave his perspective on SET training and how it has improved his team.

If you would like to learn more about how Service Excellence Training can help your company, click here >> Contact Us.

To enter the YETI Contest Click Here >> YETI Giveaway Summer 2019 and send us a message in messenger that says "Yeti". 

This week’s show focuses on HVAC and Indoor Air Quality. Be sure to subscribe so you do not miss the rest of this series with episodes for plumbers and electricians.

In this episode, we are going to tackle the questions: “What’s the point of Indoor Air Quality?” And “Why your clients want IAQ?”

This Episode is sponsored by Dynamic Air Quality Solutions. If you would like to contact Steve Mores, his e-mail is: [email protected]

Here are some of the major points we cover in the show.

• Helps prolong the life of the system.
• Helps with allergies.
• Improves the efficiency of the system.
• Improves the health of the homeowner.
• Reduces dust.
• Keeps equipment clean.
• Protects the homeowner’s investment in their heating or cooling system.
• Kills bacteria and viruses.

Chris Loudermilk and Chris Elmore discuss red flags technicians can look for in homes to bring IAQ into the conversation. This is a Podcast your team needs to hear.

Adam Bunyard is the owner of Snappy Home Services in Atlanta, Georgia. In the last 18 months, Adam has experienced tremendous growth in his business. For 2019 they are on pace to do $4 million dollars in total services. We are going to talk about that, in addition to other things.

Here’s a short list of our talking points in today’s podcast:

• Mario Brothers, and Fortnight. (This doesn’t take long, but it is funny and worth a listen.)
• From an electrical company, to an all trades company.
• Being part of a buyout as a team member.
• Becoming the GM.
• Buying a company and becoming the owner.
• Making plans to sell the company to his kids.

 You’re really going like today’s podcast if you’ve ever thought about: buying, selling, or leaving your company to someone in the future. In addition, Adam is just one dang nice dude! He has a lot of knowledge and doesn’t mind sharing.

 Enjoy today’s Service Contractor Radio Show, and be sure to share this episode with your friends and coworkers. 

Do you want to double your business revenue and profits?

We are on a mission to help contractors like you do that exact thing! 

https://www.servextra.com/appointment/

** CLICK this link to complete the form on the landing page, and we will contact you about how we can help you grow your business.