Struggling to qualify them

I spent a little time on the phone with a remodeler down south this morning.

He went to a home show last week – generated 24 leads – and is struggling to qualify them and have control of the initial phone call with a new prospect.

Here’s a list of some initial phone call best practices I shared with him that he found helpful – I hope you find them helpful as well:

  • First things first – pull out your Project Discovery Sheet. Have a process. Have the questions you want to ask in front of you. Not so that you sound scripted at all, but so that you have a process to follow.
  • Be 100% focused on the call. Don’t be multi-tasking. Don’t be driving. Be 100% into it. Smile (yes – you can ‘see’ that smile through the phone.) Be friendly and up-beat.
  • Set the expectation of how long the call will last. ‘Do you have 10-15 minutes to talk about your project?’ If your initial phone call is lasting 5 minutes – you aren’t asking enough questions.
  • Ask a lot of questions about their project – enough so that you have a clear picture of the project in your head. And, in turn, have some other projects you have completed that are very comparable in size and scope.
  • Later in the phone call – and if/when you have a clear picture of the project in your mind – ask them, ‘How much are you looking to invest in this project?’
  • Most likely they will say ‘I don’t know.’ You can reply with, ‘based on my experience and projects that are very similar to yours – depending on a lot of factors and selections – you are going to looking at investing between $________ and $________. How does that sound to you?’ (and then be quiet)
  • If you are still feeling like it is a good project for you – lay out your process for them. Let me know that you’d love to come out and meet them and see the space that needs to be remodeled.
  • And then explain the next few steps of ‘This is how we work‘ to them. Explain what you’ll do in the initial in-person meeting… that you will book the second in-person meeting before you leave the first meeting. Explain your design agreement if you do that. Educate them on the process.
  • Add this lead to your Remodelers AutoPilot account or CRM system or spreadsheet or whiteboard – whatever you use. Track how they found you. Keep your pipeline up-to-date.
  • Send a nice professional email between the initial phone call and first in-person meeting.
  • Always seek to improve this initial phone call! This is an extremely important part of your process. The better you get at it – the more success you will have with turning that lead into a paid project.
  • At the end of the phone call – write down a quick ‘What worked? What didn’t work? Always be improving, trying new things, and learning.

These are some of the topics that I work with you on during the process of setting up Remodelers AutoPilot for your business.

All these years and nobody has ever done this

I was speaking with a Remodelers AutoPilot client this morning and he relayed this story to me:

I sent the 6-month follow-up email [See a copy of the email below] to a remodeling client of mine.

Her reply to me was: ‘In all the years and all the businesses I’ve dealt with – you’re the first person who actually followed up 6-months after the project to see how everything is going!’

She was delighted. That conversation I had with her led to a little $10,000 remodeling project that next month.
Following up after the job is completed pays off!

 

Here’s what the 6-month email that is sent out of Remodelers AutoPilot looks like:

Subject Line: Hunt Remodeling Project

Kyle,

I just wanted to thank you again for choosing [Business Name] for your remodeling project – we truly enjoyed working with you!

We like to touch base with clients 6 months after the project to make sure that you don’t have any unanswered questions about maintenance and care.
Please let me know if we can be of service – we are always here to help you in any way that we can. Thank you again!

 

Agree that this is a good idea?

Here are two ways to implement this idea:

1. Copy and Paste the email that I just gave you above. When you are done with a project – go to your calendar and go out 6 months.

Create an appointment for that day – put ‘Send 6-month follow-up email to [Client Name]’ as the title. When that pops up on your calendar – copy/paste – and get it taken care of.


2. Sign-up for Remodelers AutoPilot :)When you click the ‘COMPLETED JOB’ sequence in Remodelers AutoPilot – the following emails/postcard will be sent out automatically at the specified time – without you having to think about it:

COMPLETED JOB Sequence
When added to this, they receive the following:

  • 1 day – How did we do? [Client Satisfaction Survey]
  • 20 days – Can you leave a review for us? [Request to leave a review on Google & Houzz]
  • 180 days – [Client Name] Remodeling Project [See this above]
  • 365 days – 1-Year Birthday Postcard
  • 547 days – Hi [Client Name]! [18 month check-in email]
  • They are also regularly receiving a professional email newsletter [this is your done-for-you email newsletter that is part of Remodelers AutoPilot]

Dedicated to your success,
-Kyle

P.S. For those who may be thinking: ‘Kyle, this is just going to lead to people wanting us to come back to fix little things and make little adjustments.’ Yes, it very well could.

But more than ANYTHING ELSE – we want to have THRILLED clients – not satisfied clients. One way to exceed their expectation is by following up after the job is done and taking great care of them – these thrilled clients will come back to you for more work and more actively refer you to others.

Think of these visits after the job is done as a marketing investment.

Smorgasbord

A bit of a smorgasbord of a post for you today. Several different topics and I hope you find them valuable:

1. I was working out consistently for 10 months. In the fall I didn’t work out a single time for 3 months. Since mid December I’ve been back at it. Question for you: What good habit have you let slip that you need to get back to?

2. The 2017 Cost vs. Value Report from Remodeling Magazine just came out. Are you using it with prospects? If not, consider something like the text below in the initial email you send out to a new prospect (with Remodelers AutoPilot – we send this in a professional email between the initial phone call and first in-person meeting):

We know cost can be a factor in many remodeling projects. To help you have a more realistic picture of where your budget should be, we recommend you look at Remodeling Magazine’s Cost Vs. Value Report which takes 35 of the most popular remodeling projects, gives you their average cost in a specific region and also lists what you can expect for a return on your investment.

3. Are you going to choose the left side or right side? Click here to see what I’m referring to.

4. Having yourself, your key employees (or people you are considering hiring) complete a DISC Profile is a great way to get some credible feedback on strengths/weaknesses.

It costs $42 to take and 15-20 minutes to complete. I recommend this one (choose ‘DiSC Classic 2.0 Report – View Results Instantly’)

5. In this video, I interview remodeler Rhonda Burgin and we discuss best practices that you can incorporate into your remodeling business’ Houzz.com profile.

Reach out anytime – I’m here to help.

Day 2 of 365

2017 is a blank slate Kyle.

People overestimate what they can get done in a month and underestimate what they can accomplish in a year.

There is something about this time of the year and having the clean slate in front of you that (if you’re like me) gives a new and fresh feeling to everything.

The thing I want to encourage you to think about this week:

What are you wanting/needing to accomplish in 2017?

When December 31, 2017 rolls around (which will happen before we know it!) – what’s going to be the story of your year?

Sure, this includes the story of your business in 2017, but also in your life outside of work. In your relationships, faith, volunteer work, health, etc.

My goal with this post is to simply get you to pause and write a few things out.

If you’d like to reach out and share a few of your thoughts with me – I’d love that – please do. I’ll be sure to reply back and share a few words of advice or encouragement.

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Looking forward to staying connected and helping you in the days/weeks/months ahead.

Happy New Year!