One of my clients had the following lead come through their website last week:
“I have heard great things about you from Dr. Ali Holt and love the kitchens you have featured on your website. Feel free to give me a call or send me an email at your convenience.”
Here’s my question for you:
Think about the projects you have going on right now – today…
Are you giving your client such a great experience that their referrals will start their email to you with:
‘I have heard great things about you from [Your Client Name]’
If the answer is YES, keep it up! You’re achieving one of the most important things you can do to build a strong and sustainable remodeling business.
If the answer is NO, what do you need to change? Look in the mirror a bit and think about this. It’s important.
None of us are going to bat 100%. But, on the whole, are you delivering a remarkable experience to your clients?
Of course, there are plenty of other things to be thinking about with your remodeling business (here’s 18 of them), but…
This email is a reminder to you that delivering a remarkable experience to your clients is Job #1.
Dedicated to your success,
P.S. The last five remodelers to sign-up for Remodelers AutoPilot have been from Georgia, Texas, Virginia, Kansas, and Washington. Will you be next?
So you’re working in a great neighborhood – the homes are of the age that they’re ripe for remodeling!
The job is just starting and the neighbors are seeing your vehicles, jobsite sign, and the activity. It’s time to add some targeted marketing to the mix.
1. Could be as simple as hand-delivering a Pardon Our Dust letter to the immediate neighbors. Introduce yourself and tell them to contact you if they have any concerns or if you can be of service to them (a little time consuming, but a really nice touch.)
2. Mail out a postcard to the street and adjoining street where you are working. One at the start of the job and one at the end.
Some of the content of the postcard could be something like this:
We know that, while the work is being done, you may experience an occasional inconvenience. If you’re ever concerned with any aspect of this project, don’t hesitate to call us.
I want you to know that we go to great lengths to make sure you hardly even notice we’re around. Our past clients have let us know that they really appreciate the extra effort we go to in this regard.
We have worked in this neighborhood for years and we pride ourselves on the friendly and courteous nature of our workers and our well maintained job sites.
They may hold onto your postcard for 3 or 6 months until they are ready. That’s ok.
Now they have your information, will remember who did their neighbor’s work, and reach out to you for their project.
I see this happening every week with remodelers who are sending out Pardon Our Dust campaigns with Remodelers AutoPilot.
With Remodelers AutoPilot, sending out a Pardon Our Dust postcard to the neighborhood around your jobsite is as easy as taking 90 seconds and filling out this form [example form here] – the rest is 100% taken care of for you through the system.
Be proactive in reaching out to the neighborhoods around your jobsites. This should be a consistant and mico-targeted part of your marketing efforts.
Tuesday night I was at our son’s swim meet – he’s 10.
This is his first year swimming – he’s having a great time and working hard.
During his second race (the butterfly) – he spent the majority of the race – as his head popped out of the water – looking to see where the kid a couple lanes over was.
He wanted to beat him and for some reason couldn’t stop sneaking a peak over.
What happens when you spend too much time looking at your remodeling competition vs. being focused on what you need to be doing?
The same thing that happened to my son:
1. It slows you down.
2. It throws you off course.
Am I advising that you ignore your competition?
No. Take a quick glance at them from time to time, but keep focused on your race.
Keep focused on what you need to do to be successful and what you can control.
It’s the start of the month which means that Remodelers AutoPilot clients have accomplished the following the last couple days with little effort on their part:
- Sent their done-for-you email newsletter out to all of their previous clients and prospects
- Added a new prospect to the system to automatically sent out a professional appointment confirmation email and postcard
- Reviewed their sales pipeline and kicked out a follow-up postcard
- Finished a project and added that client to the ‘Completed Job’ sequence which sent out a Client Satisfaction Survey and scheduled other communications that will automatically be sent over the next 18 months
- Reviewed 6 Facebook posts and clicked the ones they wanted – my team has scheduled those posts for them throughout the month of February
That’s a lot of output and organized marketing/sales effort – and not a lot of time and effort for the remodeler.
As Bret with Odd Fellows Contracting has said:
Remodelers AutoPilot is like the least expensive ’employee’ we have. It’s reliable, never gets sick, and is consistent. It helps us keep a professional and organized appearance to our prospects and clients.
Reach out if you’re interested in learning more.
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.