The Eight Pillars of Service for Tech Excellence

The 8 pillars of the service technician position

Estimated read time: 1:20

Summary

In a comprehensive video, Aleco Sales delves into the essential role of a service technician, discussing the key aspects and dynamics of such a position. The focus is on enhancing performance by critically assessing the components of the role, introducing the concept of the 'Eight Pillars of Service', which encompasses preparation, mindset, assessment, benefits, objections management, the sales process, follow-up, and referrals. The talk emphasizes personal growth, attention to detail, and customer engagement while hinting at future incentives like bonuses for reviews and referrals. Though the concepts are preliminary, the video aims to foster a thorough, customer-focused approach in service technicians, ensuring they bring maximum value to their clients and the company.

Highlights

Dive into the 'Eight Pillars of Service' for technicians 🚀.
Importance of being prepared before stepping out 🛠️.
Mindset is key - think of service as an act of giving 🌟.
Attention to appearance and hygiene goes a long way in building trust 👔.
Learn how to assess issues and communicate benefits clearly 🧠.
Understand the power of positive client interactions and thorough follow-ups 🤝.
Referrals and reviews could soon lead to exciting bonuses 🎉.

Key Takeaways

Embrace the 'Eight Pillars of Service' to elevate your service game 🚀.
Focus on preparation and mindset to provide exceptional service 🙌.
Emphasize customer care and authentic engagement ❤️.
Attention to detail and follow-through can boost client satisfaction 🌟.
Strategically handle objections and polish your sales pitch 💪.
Success is built on continuous learning and growth 📈.
Future bonus structures for reviews and referrals are in the works 👀.

Overview

This video by Aleco Sales is a treasure trove for service technicians eager to refine their skills. Introducing the 'Eight Pillars of Service', Aleco lays down the groundwork for what makes a successful technician. From looking sharp to being mentally prepared, the video covers it all, encouraging technicians to present their best selves and maximize their client interactions.

Preparation isn’t just about having the right tools. It’s about mindset, appearance, and readiness to engage with clients on a deeper level. Aleco emphasizes that providing excellent service starts before a technician even leaves the house—it's in their attitude, presentation, and eagerness to engage meaningfully with clients.

Moving forward, Aleco Sales hints at promising bonus structures tied to referrals and reviews, aiming to incentivize technicians further. This video isn't just about following steps; it's a call to personal improvement and client-first service, ensuring technicians and customers alike find value in every interaction.

Chapters

00:00 - 01:30: Introduction This chapter serves as an introduction, focusing on a video meant for a job position related to handling service calls. It emphasizes the main roles and responsibilities involved, such as making estimates and troubleshooting, while providing insights into the dynamics and aspects of the business related to this particular role.
01:30 - 03:00: The Eight Pillars Overview The chapter provides an overview of the concept known as 'The Eight Pillars,' which serves as a framework for self-assessment and improvement. It addresses the situation where individuals or groups may feel dissatisfied with their performance or achievements. The Eight Pillars offer different aspects to evaluate and improve upon, allowing reflection and enhancement in various areas of concern. The speaker explains that the name 'The Eight Pillars' is a chosen label to encapsulate this evaluative approach.
03:00 - 15:00: Pillar 1: Being Prepared The chapter "Pillar 1: Being Prepared" is an initial draft on the concept of readiness in the context of service. The author acknowledges uncertainty about the final number of pillars, indicating it could range between six to nine. This chapter serves as an early stage effort to gather feedback and begin the drafting process. The author emphasizes that the content is incomplete and still subject to change.
15:00 - 34:00: Pillar 2: Mindset The chapter 'Pillar 2: Mindset' outlines a framework or perspective that may evolve over time, with potential additions or deletions. Towards the end of the chapter, there is a discussion about incorporating elements related to referrals and reviews, and establishing a bonus structure as a trial initiative.
34:00 - 38:00: Pillar 3: Assessment The chapter discusses the potential start of a trial run, which could begin on Monday depending on the distribution and consumption of preliminary materials. The plan involves conducting the trial over two consecutive four-week periods, followed by a reassessment of the progress made. This approach is part of the broader context of the 'eight pillars of service', which the speaker intends to enumerate.
38:00 - 40:00: Pillar 4: Understanding Benefits The transcript discusses the importance of being prepared as the first of eight pillars, emphasizing the need for preparation not just when on the job but also before leaving the house. Further details on this and the remaining pillars are expected to be elaborated in the complete chapter.
40:00 - 45:00: Pillar 5: Pitching and Objections This chapter focuses on the importance of mindset and preparation when pitching and handling objections in sales. It emphasizes the significance of having a clear objective and understanding the value you bring to the customer. The chapter outlines key aspects of preparation before engaging with clients, ensuring readiness to offer value and effectively address customer needs.
45:00 - 47:00: Pillar 6: The Sale Process The chapter titled 'Pillar 6: The Sale Process' emphasizes the importance of mindset when approaching a sales process, particularly when visiting a customer's house. It explores the broader impact one can have both in the world and within the company through positive engagement. The initial step in the sale process involves assessment, specifically in evaluating electrical components within a home, identifying any elements that might be broken. This process is crucial in understanding the customer's needs and setting the groundwork for a successful sale.
47:00 - 49:00: Pillar 7: Follow-Up In this chapter titled 'Pillar 7: Follow-Up,' the focus is on the importance of assessing and identifying potential work that needs to be done. This involves recognizing aspects that do not meet current standards, those that are done incorrectly, and any additional needed tasks. Following up ensures that customers are aware of potential work they might want done and helps them understand the benefits of proceeding with such tasks.
49:00 - 61:00: Pillar 8: Referrals and Reviews The chapter titled 'Pillar 8: Referrals and Reviews' focuses on the procedural aspects and how to manage product sales within a company. It discusses the benefits of the product from a company perspective and processes involving customer objections and responses. The chapter also covers how sales are processed through a system (like Service Titan), detailing steps such as what pictures are needed, and what actions are taken once a sale is made. However, the transcript cuts off, so further elaboration on post-sale processes or referral and review strategies may not be covered.
61:00 - 62:00: Conclusion and Feedback The chapter titled 'Conclusion and Feedback' discusses the importance of follow-up actions after a call. It emphasizes being prepared, even for basic tasks, and includes considerations like grooming. The chapter also hints at a structured approach towards referrals and reviews as part of the process. Overall, this chapter focuses on the procedural aspects post-call and their significance within the broader framework of operable pillars.

The 8 pillars of the service technician position Transcription

00:00 - 00:30 hey guys um so with this this video is basically it's for the position of um the guy going out on the service call estimates troubleshooting all the things right um this is a basic a video that's kind of it's It's it it basically talks about all the different Dynamics the aspects of the business of that particular role in the company and and um kind of
00:30 - 01:00 basically it's it's a way of looking at the whole thing where you can see like if you're not happy with your performance or what you're getting done or if we're not happy or whoever's not happy right then you can look at these different aspects and and look at ways that you can improve in each and every aspect um and kind of the way I looked at it is I named it this is just a name I just gave
01:00 - 01:30 is the eight pillars of service and I don't even know if it's going to be eight or six or seven or nine by the time all said and done but I just wanted to get a something rough out there so that I can get so I can get something to you guys and get some feedback um so that you know I can start to start to get the first draft and get things going so this is basically that it is not it's not complete and it's not um 100% but it's
01:30 - 02:00 just it's it's just a framework or a way of looking at it there maybe things we add maybe things we delete but um and there's something at the end where um more towards the end that I'm going to be adding in about um refer referrals and reviews and creating a bonus structure for that and so um as far as the referrals and the reviews go um that's going to be more like it's going to be a a trial right we're going
02:00 - 02:30 to do a trial run probably it might start Monday I don't know I mean if I get this out and everyone has a chance to consume um then it we may start it on Monday uh and just do a four-week a four-week basis and then another four-week basis and then come back to the drawing board and see where we're at with that so um and anyways here we go so like the so the eight pillars of service I'm just going to list off the
02:30 - 03:00 eight pillars as I see them and then um and then I'm going to go down each and every every one of them and kind of go break some of the things down um so uh prepared being prepared right that's the first one is it's it's not just um it's not about just when you are on the job it's about before you leave like before you uh have have uh before you leave the house uh you know all those
03:00 - 03:30 types of things um being prepared to to go out and and um take care of the customer uh it's mindset so pillar two is a mindset right what's your mindset what's your mindset when you go out what are you what are you trying to accomplish what value are you giving so uh so any I'm just going to read these all off and then I'll go into them in detail so uh in more detail uh so being prepared that's that's pre leave the house type of stuff right
03:30 - 04:00 um mindset that is you know what what mindset do you have when you're going to a customer's house or when you're you know in in general with your mindset about uh you know what what do you think you're doing in the world for good and in the company for good in in in that type of sense um assessment right that's where you assess everything uh electrically in the home what from from things that are uh broken
04:00 - 04:30 things that are um not up to current standards things that are um done incorrectly and then things that are added on so okay so anyways assess you assess what what excuse me you assess what you assess what potential work is there um that that that a customer should or would want to have done uh then you have the benefits um of the
04:30 - 05:00 product in the company so it's not just about like okay uh anyways so benefits Product Company uh then you're going to then you're going to have like um I don't know if this is in the order that I had it but anyways then there's objections customer is going to give you there's the sale like as far as processing things through service Titan um how you know how we how we what you know what pictures we want what thing when we get the sale what do we do what the process there uh then after after
05:00 - 05:30 after the call there's the followup right what are we doing with the followup depending on how it goes and then there's um referrals right referrals and reviews let's call it so those are the eight pillars so I'm going to start with being prepared okay this is really basic stuff okay um I mean I'm not going to say all of it is I don't know I have to read through it but as I go so obviously grooming right you want
05:30 - 06:00 to be clean cut you want to look very pres presentable U you want to have you know you don't want your hair all over or your whatever all over you want your you know your nails cut and clean You Want U to be clean shaving you want to uh brush and floss I mean basic stuff have your ears clean how you want to look like you're like I I don't feel uncomfortable that you're a a scrub in my house and one of the things I think
06:00 - 06:30 is very is a very big deal um and I don't know if this yeah this is further down the thing but I'm just going to I'm going to say it so I don't forget is when we wear shoes that are you know like a white tennis shoe or something anything like that white just shows how scrubby it is right away so like if you don't I think that the best thing is probably boots because anything with boots with a with I mean I'm saying nice looking boots are better but even if
06:30 - 07:00 boots have some wear it's boots right they're supposed to have been worn like you hey looks like he's been working worst case scenario and the same thing goes with tennis shoes but tennis shoes just look like a less than product to be on your feet and be scuffed up right you're either going shining or you're going looking like a worker workers wear boots uh you know what I'm saying like you you you want to look the part you want them to believe like hey this guy knows electrical you know so anyways so
07:00 - 07:30 grooming you have hygiene so the grooming the hygiene is kind of kind of the same thing essentially um three are you rested have you got enough sleep are you are you you know are you going to bed at a decent hour now I understand sometimes calls can go late or different things can happen and I understand that that I mean I struggle with that myself so I'm not saying that um these are just aspects right these are just things that you know I go I've gone to work with no sleep I've you know all kinds of stuff
07:30 - 08:00 right I'm not saying you can't do that all I'm saying is if you're you know as you're trying to improve you want to improve each aspect of of your game right this is your craft this is what you do this is how you feed your family put put food on the table and not only that this is how you provide a service and value to the world right that's how your life is is kind of as big as a value that you bring to the world you know um I mean that's kind of in in a in
08:00 - 08:30 a in a greater sense it's not just about money it's about it's about serving right serving people and and and bringing value to people the um the law of reciprocity and the Law of Attraction so those both kick in gear I mean there's there's a lot of universal laws that that that are there that just when you putting out value you get value back you know you get what you paid for you all those types of things all these there's so there's a thousand saying
08:30 - 09:00 about this but anyways okay I'm going to talk too much if I don't just get through this so um are you well rested are you well dressed that goes back to the boots like but okay like do you want to wear do you want to wear um really baggy looking uh clothes or shorts or shoes or whatever I'm not saying you want skin tight stuff but wear things that if you were to go to a uh tailor what would they do you know how would would they make you look you want to
09:00 - 09:30 look as close to tailored as possible you know within reason obviously you're wearing work gear but you don't want to go looking like a scrub so that's you know you want to be you know it's better to have a buttonup collared shirt um you know and I know that we provide the workshirt so if you don't have them that's something to address because a caller I would bet you money I would bet you a lot of money that if all things being equal right all things being equal every exact customer exact this exact
09:30 - 10:00 that everything exact exact exact the if you the only difference was the colllege shirt versus an an uncolored shirt at the end of the year I would say the colge shirt if that was the only difference in the variable would sell more so why wouldn't you wear a collar shirt I'm not saying you do or don't I'm just saying there's that then as far as you know baggie Pants versus uh you know not fitted like tight but you know more you know like maybe loose cut but not baggy or you know
10:00 - 10:30 things like that so if if you look at one versus the other just go look at hey is this as dialed as I can look with my pants is this as dialed as I can look with my shoes is this as dialed as I can look with my shirt you know all those things right um so there there we are at well dressed bringing out your tools right bringing out your tools like or having your tools ready you know having them in a in an organized fashion right cuz this
10:30 - 11:00 is we're still unprepared so um you know having your tools ready to use and being ready to use them so with that uh with that mindset um let's see clean vehicle inside and out I mean that goes without saying again end of year clean vehicle dirty vehicle who sells more if that's the only variable the only difference and variable promise you it's a clean vehicle selling more if someone catches and they look in your car and it smells
11:00 - 11:30 like something if they see Grime all over cuz you don't you can't seem to figure out that when you spill something you wipe it up you can't seem to figure out that you don't you know that you know you don't know how to eat you know like you know basic I'm not even say I don't even know who's where or what on this scale I just know some of the Vans and vehicles I see coming in they smell like Funk they look like Funk and that's just not I mean you can't if you have that and you think that you're you're at
11:30 - 12:00 the top of your game you're not you know um booties right for covering your shoes we have a bunch at the shop um that that's another thing if you don't have those uh you should have those you should have the you know you should have a way to cover your shoes when you go into a customer's home you should have maybe in your pocket when you walk through the door say hey would you like me to put these on and they say oh sure I would love that okay cool put them on they say oh that's no big deal
12:00 - 12:30 say oh all right it's up to you I just don't know people some people don't wear their shoes in their house or whatever just offer to put them on or or even just put them on or whatever it is something like that like that right there shows the customer that you're considering their feelings initially you're already you're already about them you're not thinking huh do I want to put these on you're not it's it's oh hey customer you're the you're the person we are we're here to take care of we're here to service you we're here to give you value you know we're we're a we're a
12:30 - 13:00 strong solid company that's looking out for the customer so you know why wouldn't we offer that anyways so there's that um fed right okay now are you are you eating well are you eating like um are you eating healthy foods and all those things again this is a you know this is probably not the top thing but just all these little things matter right if you're eating junk food
13:00 - 13:30 and you get sluggish your mind gets sluggish that type of stuff so it you know that that's and people say you know then there's the whole argument well this is expens that kind of food is expensive i' I've seen I'm know our crew right there ain't a lot of guys out there that can't miss a meal you know and and the deal is is like even if you did miss a meal like I'm not like like I'm what I'm not even saying you got to miss a meal all I'm saying is if you eat junk food cuz it's cheaper
13:30 - 14:00 you could eat the same amount of money worth of good food and you might not get very much food but you really don't need that much cuz I've seen a lot of you guys I don't even need that much we you you could you just eat healthier food again this is like next level stuff this is just in the being prepared section I just throw it in there because it's part of it I you know I don't think it's the end all be all but like if you're trying to sharpen if you're trying to sharpen your game right sharpen your game you
14:00 - 14:30 know you want to bring value we bring value you know and the best way to bring value to somebody else is to work on yourself is to be a better person to be a stronger person to be a more um you know pay attention to detail that type of person that shows up that's going to be better for the customer man I'm already 15 minutes in and this video is nowhere near done um okay so then I'm just going to I'm going to try speeding this up a little little bit um so being
14:30 - 15:00 the being prepared you have the exercise right so that's another thing if you're if you're getting regular physical activity and getting a sweat in once in a while even if you just do it you can do a 15 or 10 15 minute workout every single day you can do a real Baseline workout every single day just pop up when you wake up do 5 10 minutes it like I'm telling you it makes a big difference you just get a little sweat do like 10 push-ups 10 sit-ups 10 push-ups 10 sit-ups 10 squats 10 whatever air all air squat whatever I'm telling you it makes a difference
15:00 - 15:30 you know you did it when you go out you know you gave uh energy to the world you know that you put a workout in for your body you know you're taking care of yourself you respect yourself more when you respect yourself more the customer is going to respect you more these are all Basics right um listen to positive and and or informative things on the way so I don't know what you listen to on the radio or whatever I just know like when I was working I'm always listening to books or listening to I'm listening to things that build me inside because
15:30 - 16:00 you know I'm I'm spending a lot of my time out here and I want my time to have more value and how can I have more value unless I'm able to provide a better service to a customer or you know if I can provide that then that means they're they're going to want to pay me more if they want to pay me more that mean or pay pay illegal more then it means illegal pay me more like it's it's a it's basic um let's see I already said this one
16:00 - 16:30 oh this this is uh about getting the tools out um it's it's being prepared mentally to know that you might have to get down on your knees and open up some open this open that open a few things up when the customer sees you pulling things out it not only does it buy time because you got to put it back in and it buys time to like to break the ice and and and and get the comfort and all the things and build the report but they see
16:30 - 17:00 you doing stuff that they don't want to mess with right and then they and or they'll see something where you go oh man that doesn't look too good that just the fact that they you're pulling your tools I I guarantee you guy at the beginning of the at the end of the year who pulled his tools and a guy who didn't guy that pulls the tools selling more uh let's see um this is one that just this this one really gets to me if the cut sometimes you run to a customer that just doesn't want to do
17:00 - 17:30 the plug-in switch they don't want to do the rewi they don't want to do the thing find the problem you know find the problem it's not that hard to find problems and and if you have a hard time finding problems then maybe that's something you need to work on and I'm not saying that we don't use leverage points or we don't I'm not saying we don't have ways to navigate the sale I'm not saying all that all I'm saying is don't have it in your mind that you're not going to find the problem or you're not going to dig or you're not going to do any more
17:30 - 18:00 effort or put any more energy in you know you be prepared to spend some time with the customer be prepared to give the customer like authentic service okay uh now here we get to the mindset and some of these might duplicate um first thing on there that I have on here I'm here to serve I'm here to take care of the customer I actually care about the customer now I can like I know a lot of times you kind of feel like you know
18:00 - 18:30 like I just want you know I want to get the sale blah blah blah blah blah cool but if you want to get the sale right if you really want to sell something you have to actually care I mean the I mean if you want to do the best you have to care because if you care it it is authentic and if it's authentic authenticity comes through and when auth authenticity comes through people feel that when they feel that they want to do work with you they want they want to do business with you so and
18:30 - 19:00 so I can say you know you know care about the customer care what happens but then how you going to do that right how you going to switch gears if you weren't if you didn't care if you really just don't care how you going to switch gears well you got to look at it in in a in a grand scheme of things everybody is connected right we're all connected we all part of this world we all share this world and when you're giving value and giving out you're giving to yourself man when you're you're we're all connected
19:00 - 19:30 it's just another it's just you're putting out a positive energy and positive energy will flow back to you so it it's just it's the be and and people just really really really feel that that's why I feel like when I was in the field I feel like customers just felt that for me and um and I hope that I hope you know I don't know but I hope that some of you guys feel that when I when I'm talking to you I hope that you guys feel that I authentically care about you guys and I want things the
19:30 - 20:00 best for you now sometimes I got to make tough decisions or make moves and people don't like it or whatever but when I'm making a move over here that someone doesn't like it's usually because I'm looking out for the greater good for the entire company which the greater the good of the entire company needs to be the focal point because it's the it what provides the this whole situation for everybody so that's what that's the that's the frame of reference I come from when I'm when I'm making the decisions I make so um so basically I'm
20:00 - 20:30 here to serve um I'm the expert like this is one of the things like uh you know I used to I used to laugh at because guys would call me up and say uh Pete I you know I dude I can't find a problem I don't know and I would say oh that's cool yeah just go tell the customer to uh call electrician right isn't it sound silly like you're the guy bro so if you can't figure it out that's when you need to fix your game you need
20:30 - 21:00 to uh step up your game like okay what am I missing here figure it out figure it out figure it out figure it out figure it out and after a while you just kind of you just there's very few things that stump you and I'm not saying anybody needs that or doesn't need it I'm just telling you it's one of the things um you want to make the customer comfortable so you want to pay attention to visual vocal different cues right when how if if you walk in the door especially like you see that their their
21:00 - 21:30 shoes are all lined up at the door well what do that tell you they probably don't wear their shoes in the house and I know we already went over this but like paying attention to the customer think about huh this isn't my house right if I was if it was my house I'd want people to do this or I want people to do that or I just would want them to respect the way that I do things in my house whether it's the same way or not right so you know to make the customer feel comfortable you have to pay attention to the customer and you have to read and go hey I think I might be
21:30 - 22:00 making this customer uncomfortable by this or by that or the or the words I use right be careful the words you he like I don't swear around customers you know it's I don't you know I'm not saying you guys do again this is not pointing fingers to anybody this is just this is just uh about your game um so make make the customer feel comfortable um that's a mindset this is all mindset mindset stuff I'm you know like in your mind you got and this is the type stuff that I would do I would like make a list
22:00 - 22:30 and then I would read them to myself and I would read them like you know I read things like every day like even even now I have you know um I'll have my affirmations or something like that and I will and I'll and I'll have them in the list and I'll record it into my phone under a voice record and I'll play it back to myself and I'll read one thing and then I'll give myself time to say it back you know so I hear it I say it hear it say it and I'm just and I go
22:30 - 23:00 through these things and then and over a period of time it's like getting reps in it's like it's like shooting around a basketball and then when you get in the game what do you know you're making a few buckets because you already got reps and you got all this drive time so you can't tell me that someone can't make you can't make something like this have some visualizations have some uh repetition where you're saying things to yourself whatever all those types of things they build you build you build you you build inside right and then suddenly wow I'm performing uh I'm really doing well here let's see
23:00 - 23:30 um we are here to to also um teach the customers things about their system they don't know right so you know they show up and the plugs not working they don't know they have backstabs they don't know that they have not an inadequate grounding system they don't know that they don't you know so we're here to like to like inform them of the different things let's see um so they they can even see they don't
23:30 - 24:00 even know why what they should upgrade or you know all the things so we go through the whole thing now this is one thing I want to do I want to get this is what I want to start doing right because I don't even want to hear anybody complaining about you know if anyone complains about um you know money or whatever I don't really want to hear it if right now if you're not taking the time with the customer you're not being thorough you're not right you know like I think
24:00 - 24:30 like this is why I want to start doing the checklist so you go to a call every call you just go down the checklist from all the different things like every single thing you see you we mark it because at the end of the day I'm going to start a uh a retargeting program where we like sell it or don't sell it it doesn't matter we if we know the information what could or should be done at that house it goes into retargeting program we mark off on what
24:30 - 25:00 it should or shouldn't do and then the emails blast we send out to these customers that did or didn't buy like they might have bought this part but not that part we know that still exist um we throw out a retarding we get we get a little little bit slow or have a little lull we throw out a retargeting blast on certain items and maybe give specials but we already know who needs it so we need to start building out a database of what each home has we go out there we got the call we spent the money I mean what are the what's the average the
25:00 - 25:30 average we have we have leads that are $1 and something dollar just for a lead right and then those leads come in and we don't even book them all right so by the time you get to book let's say we book 60% by the time you get to book that lead cost 150 bucks right $150 I'm just guess I'm just estimating I'm just throwing this number out there but I do know that we have leads that are over $100 and I know that we don't book 100% so what does that tell you right so you
25:30 - 26:00 know you can have you know it could be $150 $200 for a lead on average I don't know maybe you know whatever all I'm saying is at the end of the day right at the end of the day these leads cost a lot of money and then guys just a there's nothing here but they want to start they want to just snap through and snap through man and I understand you got other calls behind and I understand that but if if we don't get if if we're not able to to go through and scoop and and
26:00 - 26:30 and basically scrape the data off that off that house and put it back into a back flow that the you know that's a lot that that that that kills a lot of our followup right it kills a lot of our um our retargeting it kills a lot of that so we really need to start doing this this is something that's big and this is where you know if people want to straighten up their money man this is one way they could do it um let's see here so um this is still mindset my God
26:30 - 27:00 uh bring a positive energy right so when you be positive like there's no reason to talk about negative right you say look it's you know like you just want to have a positive energy about you because you you the reciprocal uh you know the law of reciprocity you get what you put out you put out positive you get positive you you you you the Law of Attraction right I'm positive I'm getting positive it's all the same type
27:00 - 27:30 of deal it's it's you know so put out the energy you want back um so that's the energy um be a good listener right so customers are talking a lot of times you might not care but you you know you might not care about what they're saying but do you care about them as an individual as a human being probably right I mean I'm hoping that you do and if you do right then hear them out make them feel heard
27:30 - 28:00 and the only way they can feel heard is if you authentically listen to them listen to what they're saying and then you're going to have a greater understanding of what you're dealing with all these details with a customer they matter so much because as you dive into details you're able to understand people on a much higher level over a period of time because you're constantly constantly constantly paying attention to detail paying attention to detail and you build that framework in your mind you build
28:00 - 28:30 that habit of paying attention to detail right and then you know you just come across as much more authentic because you are um be empathetic you know like people people are uh you know they're not they didn't know this was going to cost that they didn't know this and that so like just you know have a have a little bit of have you know read the room feel you know you can feel the energy whatever just acknowledge it you know oh yeah I understand it's probably more you know whatever like you just have some you just have some you know
28:30 - 29:00 element of empathy in you know in what you're dealing with and and and don't be judgmental that's another thing don't judge people because of this or because of that because of this obviously like and these things probably go without so saying go without saying but I'm just saying again we're going over ways to make so if you if you hear something I say you go man I got a full my game snap it up um be thorough right this is part of what I was saying as far as getting going through the whole the customers
29:00 - 29:30 assessment of everything that they need is if we get all the data off of that right so being thorough not only is are we getting data not only is it followup uh oriented not only um does it show expertise but the customer sees us putting energy in like let's even especially on like estimates or something where you know you found the problem or you or you you know whatever it whatever it is like the customer sees how how much depth you are looking at their system and then they feel like wow
29:30 - 30:00 they they're really they really know what they're doing they're looking at all this little stuff pull out ratings on The Vices G you know the GFI and um you know seeing if they're you know go checking the bathrooms and see if you hit the button if it clicks somewhere if it does find the GFI you know all that types of little stuff um obviously just be understanding you know be happy don't be in a pissy mood that's one like when I used to be there's there be things and I'm sure you
30:00 - 30:30 guys experienced this I'm sure of it because it's impossible to not um but you've gone you dealing with the office or dealing with a call that wasn't there or dealing with uh no one you know someone out of the previous door and you drove all the way over here for waste your time and you know you got these things that'll that kind of piss you off that irritate you right so you got these issues right and then sometimes you're dragging that to the next door right man that doesn't belong at the
30:30 - 31:00 next door that doesn't even belong that shouldn't even piss you off like I know it pisses me off right and I know it probably pisses a lot of you guys off but it shouldn't right because it's not good or bad it's just a thing that happened and it's in the past so leave it in the past because what's in front of you what what's in front of you you can do something about and what's in front of you is way more important than what's in the past and you can address it and say hey we need to work on this and that's that's when you should take that negative thing to happen and go man
31:00 - 31:30 we're still functioning at this level and we have these holes in the game let's fix this game right so you just see it as a positive hey look we have this room to to get better so um okay so then uh and be respectful this is one I'm okay be respectful like you know your opinions nobody cares right like electrical possibly yes but like politics or what you think about the
31:30 - 32:00 color red or how you think someone should you know run their home or like all that stuff all that stuff that that's that those are those are opinions man and uh and whether you're right or wrong it doesn't even matter you have to respect other people we're in their home right we're in their house if someone comes to your house and they don't respect you you're booting them right and and the thing is that they gets to is some people some guys will want to
32:00 - 32:30 hold on to certain things they don't realize that they're doing it but they want to hold on to certain things it's like bro you didn't pay for these calls man I did I paid for all these calls I'm the one spending $20,000 a week in advertising and then you want to throw away because of some political agenda or because of some stupid agenda that or something that doesn't even matter I'm not saying it's a stupid agenda I'm just saying it has nothing to do with electrical right so let's let's let's keep let's let's be strong in our mindset and and know what we're doing
32:30 - 33:00 what what our job is one other thing uh this is a this is still mindset but um just REM remember this too this is something we're not financial advisors okay so like you know don't start judging oh man I don't know charges cust me this much or I don't know like their financial situ you're not Financial advis you are looking to give them the best electrical situation you can give
33:00 - 33:30 them right and then they have to determine their finances and then we can try to work something out if their finances are tight so that's the steps okay um don't judge a book by its cover mindset is do not judge a book by its cover I've seen all kinds of people with a ton of money that look like Scrubs I mean look at look at the way I dress I mean I'm not I need to step up my image right um anyways that's another
33:30 - 34:00 story uh so um I'm here to give first okay so and and that's another thing so we're here to give we're here to we're here to we're here to give a service and and provide um provide like a solid stance in the electrical world for someone that doesn't know anything about electrical okay um and at the end of the day we want customer to feel taken care of like
34:00 - 34:30 did oh they did this and they asked that and they you know they want them to feel all the things that we're doing okay so um customer feels taken care of that's the last one on the mindset you want to have the mindset of that's who you're going to be you're that's how you're going to come across when you show up to a customer now um again this is not a um not a a complete uh list and you know obviously I'm going to make some adjustments and any feedback you guys have I'd love it
34:30 - 35:00 all you know I'd like it written because I'm you know I'm not going to if you just talk to me I'll just I'll remember one thing and forget the other 20 so it's better if it's written so anything you want to text me after watching this would be great um now you get to assessment um you have you have things that are working and not working right so like what is not working in the home that should be working right uh you have stuff that is damaged or dangerous right
35:00 - 35:30 so things that you know are just they're they are possibly working but they're in a damaged or dangerous situation uh so you want you want to set you want to assess you know the stuff that's not working the stuff that's damaged or dangerous you have stuff that's done incorrectly done to in violation of code right you want to assess that um and you you you want to go through a checklist because you're going to forget this you're going to forget that so it's just better to go through a checklist and I
35:30 - 36:00 think we were going to get that checklist out to everybody um you want then there's minimum code today's minimum code standards does it meet today's minimum code standards um recommended additional quality upgrades like maybe the code standard says you can put in a backstab right but our our our mentality is that they're garbage and we've seen why they're garbage right so then recommended additional quality upgrades that's one one I would consider consider a quality upgrade um another
36:00 - 36:30 one might be you know they have a GE panel and there's like a GE panel well I mean it's legal it's whatever but like you know sometimes depending like you can't like I don't know I don't even know this it's been a long time since I've been um you know in the field so I don't even know if they have arfs with those panels I don't know the Dynamics of those panels uh but like something like that like where there's where there's upgrades that you could offer just determine what they are and then and see how uh and just kind of assess
36:30 - 37:00 the situation with that um Aesthetics right there's aesthetic aesthetically you know pleasing to the eye there's C stuff like that that you could it could be lighting it could be different things you know you assess that efficiency right um what type of things do you know what what type of uh stuff you know the lighting and and and LEDs and different things like that like you know address the efficiency side of things uh mod conveniences you might have you know
37:00 - 37:30 smart home this you might have uh ring doorbell that whatever blah blah blah what are the Moder conveniences other things you can sell and add-ons just like add a circuit or add something here or there that possibly might be needed so you want to get the whole scope of whatever's there whatever the potential for that particular home with that particular customer is right and you want to have that completed so that we know it and it goes into our system and we can retarget and and hopefully you just you just land the job and we just
37:30 - 38:00 do it but let's say we do land the job or we land pieces then we can retarget what we didn't land uh if we don't land anything be Target at all if we land everything hey man that's probably because you went through the checklist right okay so you go through all that you go through all the things and you do the assessment so just so you just so we're clear U being prepared was pillar one mindset pillar two assessment we just went over that's pillar three um pillar four is the benefits of the
38:00 - 38:30 things that the work that we would be doing now the benefits I haven't this section I have not written out but because I this is going to this is going to be a it's going to be probably a video in and of itself right but like let's just say they have an old panel like a zinsco or a Fed pack whatever you know you have the they you know they won't they won't Ure those homes or companies stopping are quitting insuring those homes uh those Breakers have been known to be potential fire hazard because they don't
38:30 - 39:00 shut off when they're supposed to zinco panels burn the pan I mean there's all kinds of stuff right there the benefits are that you don't have the risk of this or you you know you got to really you have to know the benefits of each and everything that you're dealing with and so when we get a complete this is why we want a complete uh assessment of the home then we have a complete uh list of recommendations and all those recommendations uh will have benefits attached to them right so the customer has a tangible thing that oh that's
39:00 - 39:30 going to make it so that I can sleep at night that's going to make it so whatever whatever right so that's that's the benefits and and basically that right there is something that I'm sure I'm sure all of us could work on our game there and I'm sure that there's all room for everyone to grow there and that's why that section is going to take a little bit to build out but that's something that I just want to F in there because it's a it's a big pillar but it's going to take a lot to build
39:30 - 40:00 um then it comes then it comes to um let's see it comes down to then you have then you have your pitch right like when you're going to you know essentially pitch the customer you're not really pitching the customer like the whole thing was a pitch like the whole thing was building value showing what we're doing all that kind of stuff so when it comes down to time to uh you know get the contract and you start you want there's a process there too right so and I'm sure that that's another one this is
40:00 - 40:30 like benefits this one's going to take another video on in and of itself it's a complete buildout and you know like and feedback is is welcome on this one um you know like if you had a job and you come out you say okay this house needs to be rewired well the customer you told the customer hey um it's it's $250,000 rewire the house they're probably going to say no if you sell them we're going to do it for free they're probably going to say say yes right so a lot of these objections are going to come down to
40:30 - 41:00 money because if it was free they'd do it and if it was a quarter million they wouldn't right so then so then the number in the middle somewhere is going to have to it's it's directly correlated to the value that it brings right because you know that it has some and does it have enough to to charge a quarter million no and obviously we we're not charging quart million but I'm just saying like you could see like if you said it's a
41:00 - 41:30 quarter million you're going to get 99.99% knows and if you say it's free you're going to get 99.99% yeses so you have so you know it's a value do they don't see the value if they're not buying right and then you see that certain guys they land more of them so what's that tell you they're able to to um convey the value better that's what it that's what it is so so when
41:30 - 42:00 you're going through the what I call I don't know if you want to call it the um where was I at was it where was this at oh the pitch right if you like that whole part where you're it's that's the value building part and it that comes back to the benefits that comes back to the company that comes back to all the things you already did in being prepared and doing you know mindset and all the things that they felt up until this
42:00 - 42:30 point when it gets to there all the things you've done right to this point is is going to make that um conversion easier it's going to make it like more robust also when when they do say yes that the the back outs are less right now you could say well you know um and and you're G to have some back outs like if you're really pushing the envelope you're going to have people that cancel right because
42:30 - 43:00 you're getting all the we're getting all the value if you're getting people to cancel I'm telling you we're probably I mean I want to prevent cancellations I want to start you know having ways to minimize cancellations and things of that nature but the fact that you're getting cancellations tell tells me that you're able to build build value beyond what a person could stomach they have the buyer remorse because they you know whatever so I'm not saying it's a good thing or a bad thing I'm just saying it's it's likely you know you're likely
43:00 - 43:30 selling a decent amount if you're having cancellations um so there's there's what you know whatever call it the pitch I don't really like the name the pitch but uh you know that's what it's that's what it's label right now then you have objections right so having all the objections a lot of them are priced a lot of them are this a lot of them are that blah blah blah you have like you know you can have like probably a they're they're all going to base down into probably a couple of different main headings right they might
43:30 - 44:00 be named this or it might be called that but they probably uh some main headings so getting you know having the the answers having being ready for objections is huge right having already like if someone goes there you go oh boom automatic I'm this automatic I'm that like having those just knowing what to say how to say it when to say it when to not say anything you know how to articulate your things how to read the customer tell where the customer what
44:00 - 44:30 the customer is thinking how can you do that if you're not constantly paying attention to detail how can you how can you tell what a customer is thinking when you're not constantly trying to pick up on the social cues and the manorisms and the and the um and the uh Whatchamacallit um I can't think of the word but when you whatever the I don't know what it is it's basically when however they're standing or their you know their physical cues what I can't
44:30 - 45:00 think of the word I'm sure someone can think of it right away anyways those objections right you got to be ready for those and and and um and you just got to you got to you got to anticipate them you get a lot of the same ones right you get a lot of the same ones and they beat you every time come on what is that that tells me you're not spending any time working on yourself that's what it tells me and and and and some of you guys do and some of you you guys don't and it's pretty clear who does and who doesn't
45:00 - 45:30 and to what levels because that's where you end up being right you can do anything in this world that you want to do there's no limitation so the fact that wherever you are like you know when someone's like you know came from nothing they made a lot of money and they go oh that guy say you know he's self-made bro we're all self-made just only the successful people want to admit it right we're all self-made you are are where you are because that's where you decided to be and if you want something
45:30 - 46:00 different then you got to decide to do something different so anyways okay so there's that U that's objections then you have the sale right the sale like the process of the sale or the contract or whatever you want to call it what pictures do we need what notes do we need how you know what signature do we need what comments do we need like all the this whatever is in that what goes into service Titan how do we articulate that that's another thing I haven't built out here this is just uh you know I'm getting to where stuff that just
46:00 - 46:30 takes more to do and I actually don't know all the details of the service Titan sales process all that kind of stuff that is uh I think that might be the that six pillar right so sixth pillar okay and the seventh right the seventh is what I kind of been talking about some is the followup right um so okay so what did we sell right how do we
46:30 - 47:00 what followup is ideal right not necessary not minimum what's ideal what we're looking to optimize we're not look into oh that's good enough or oh I hate that kind of I hate that kind of talk you know oh we do a pretty good job pretty good job is that saying I don't I don't want to hear that I don't want to hear we did pretty good or we do what I don't want to hear any of that I want to hear are we optimizing are we optimized
47:00 - 47:30 in that what could we do better you know what can we do better how can we grow that's what I want to hear like I don't the other stuff sounds it sounds like pure ignorance to me when I hear it I I can't even stand it so U are we optimized are we doing everything we can and you never are right so uh so it's always you're always you should always be growing but you know constantly
47:30 - 48:00 looking for how to improve constantly looking for how to your habits should be a constant looking for how you can improve right that's how that's that's just that should be constant um so anyways what did we sell and how do we um follow up on them to get good re good reviews retain the sale and uh and put positive energy into our customers we want them to to feel like we care they want them to feel taken care of we want
48:00 - 48:30 them to feel understood we want them to understand what we're doing for them we want to build that we we want to have like almost like bonding with the customer like you know almost like we're just they they feel like man this company I'm never going to go anywhere else that's what we want we want to build the best company that that there is um so there's so there's uh that's that's in Fall that's number one number two uh um like I
48:30 - 49:00 said whatever we didn't sell whatever we didn't put on didn't contract for but we see that could be or should be done goes into our retargeting funnel right it just kind of recirculates and we and we have a way to retarget and follow up that way so we in order to put that into a system where there's retargeting we need to have it in the system right it has to it has to be T we can't sense when I stop there to see what there was to done you know do you got to do it when you're there that
49:00 - 49:30 means you got to put time in that means when you at a call if you're at a call less than 20 minutes how how you know oh they they wen't buyers or they were Tire kickers or you start judging I don't want to hear that honestly I just don't want to hear it you didn't pay you didn't pay for the advertising so you know I I've had people that tell me I just want this fixed and I said okay this you know I I remember I remember one lady in particular she says look I don't want to do anything I just want
49:30 - 50:00 the I just want the plug replaced and I told her I said look I understand what you're saying and um and I'm and and that's and that's you know I I I have no problem doing it the way you want to do it I just have to do what I I have to follow through on my job right and my job is uh and this lady was you know at the time I was younger and and this lady was rough of my mother and I said my mother's around your age and I if if
50:00 - 50:30 someone comes to her house I want her I would want her to be given all the information and then let her decide so if you want to tell me just replace a plug just let me do my job first and tell you all the you know all the things I'm finding and what I see in your home and then you can tell me that and then that's what I'll do for you but just let me tell you let me at least do my job and be thorough and and because I I I really this is this is what I I go and I get a I give you a thorough picture and no matter you have me just do the plug
50:30 - 51:00 that's fine I'm not you know I'm not going to twist your arm I'm I just want to get I just want to give you all the information and obviously you know obviously I changed the panel and and did a plugin switch you know because you know at the end of the day I built Rapport I showed her my cared I like said I said you know we're going to go your way when I'm done just just say Yes um you know that's what I want I still want to just do the plug I say okay but now you have all the information I've done my job right so total tire kicker
51:00 - 51:30 total like total not going to do it total this and that I've had so many not going to do it that do it you know because I I I transition I I Chang their mind because they see the the thoroughness they see the effort the the the authenticity they see all the things right they see it because that's who I am that's not because I'm faking it it's because who I am right and that's because and I'm only that way because I decided to be that
51:30 - 52:00 it's not I was born this way it's not like this and that it's because I decided made decisions because I see what I like I like real I don't like fake stuff I don't like fake people I don't like fake this I don't like fake that I like reality I like authenticity and that's why that's what I give and that's what I receive you see you know when I go out there I give authentic me to the customer and they give me authentic checks I mean it's just it's the the law of reciprocity anyways okay
52:00 - 52:30 so uh what didn't we sell retargeting um okay what information did we say we would get the customer regardless of what was sold so like let's say the customer had a question say you know what I'm going to look into that for you and I'll get back to you right so write that down that's on you if you say hey I'm going to look into that customer has a question then you just you say you're going to do something make sure you do it right you
52:30 - 53:00 you you get a you're in control of your own word your word only has the value of what you say and then if how much you do according to what you say that's why I sometimes will put myself in a really bad position with my word and then following through is such a bear sometimes but hey man Pete you did it to yourself man you gave your wish so and know and then I had to do these things and it's like and then and then any I mean not everyone no one's perfect right so you're there's going to
53:00 - 53:30 be you're going to have little failures here and there or I forgot or some dumb things right you're going to have some things but that the you got to minimize that stuff because your word's super important um so anyways there's that um and then what potential referrals do we need to follow up on so when we're talking to the customer hey you know I have anyone else at the old house that hasn't had their work done we can have we can take a look at it or you know possibly d like we we're we're wanting referrals because if we could get to the place
53:30 - 54:00 imagine what this does to our marketing budget imagine what this does to sustainability of the of the business right if we can get um referrals like on average on average every customer gave you one referral that you booked the lead and went out on right if every customer gave you one then it'd be a self prep propelled business boom I go to a customer they give me one I go to that one they give
54:00 - 54:30 me one I go on that you know you just you just constantly have a flow one for one right now obviously that's not going to be the case right not every customer is going to give you referral but some might give you five some might give you two some might give you one some might not give you any like if you if if someone can build themsel up to getting an on average one referral uh per customer that we actually book and go out on they're dog
54:30 - 55:00 on hero I mean that's all there is to it and that's why um and that's why I'm about to read to you the referrals and reviews um bonus structure that um that I put together that I'm considering this is not we're not doing it yet this is not uh set in stone U I was even I was crazy is this sounds I was even considering starting it on Monday and just letting everybody know like hey we might do this but I
55:00 - 55:30 have to do some thinking on it but I also would like some feedback on it um and this is just a way you know it's just a way to uh to reward people that are doing things the way that I like them done I mean it's like essentially what it is so um so here we go I'm going to give you this I'm going to give you this referrals and reward or referrals and reviews structure uh bonus structure that I um that I put together that may or may not go into play okay may or may not go into
55:30 - 56:00 play but I just want to this is just something and I want to I want to I want to get feedback on it so the first thing is um I I was going to do whatever your um so like if if you sell a job now you know you got your commission your normal commission whatever if you sell a job off of um a referral that you got right um or someone else goes and sells a a
56:00 - 56:30 job off a referral that you got then you get an additional um you get like so You' get if you sold it you'd get an you'd get an additional 2% if someone else sold it youd just get 2% so you know it just bump up by 2% whatever it is on your on your on referrals right um so that's that's uh bonus number one bonus number two the first person to 25 referrals
56:30 - 57:00 where appointments are booked and appointments not canceled so that means 20 like first person to get 25 referrals and we go out on them uh gets an additional this is like because there's more to it but it gets an additional $1,000 bonus right first person 25 then every five referrals with uh every five referrals with booked non-cancelled appointment so five referrals that we go
57:00 - 57:30 out on you automatically get um $100 per five so that means if you got if you did 25 you'd get 500 bucks and you'd also if you were the first one in 25 you'd get another thousand additional bonus that's this is just you know my my my idea so this is again not saying something um let's see here this is a number four is not a bonus structure this is a this is just an
57:30 - 58:00 idea when if you know if you implemented this in the beginning when you walk up to the door say hey hi Mr customer blah blah blah blah blah I'm I'm Pete yada yada y um I have a question for you and this is what I would say let's see say I just want to know uh I just want to like get clarity on on what your expectation of the call is today and let's see expectation of the call and what it would
58:00 - 58:30 take to get a positive five-star review what what would you want to see to get to in order to give a positive five-star review and more importantly refer someone some you know another customer to us so you're finding a way like a this is like this is just a note I threw out there it's not dialed in but finding a way to say something possibly when you first get get to the door it gives you a good feel for where you're at with that customer what they're expecting what
58:30 - 59:00 they're expecting what it's going to take to get a festar review out of them and what and what it's going to take to for them to refer a a friend or family to or whatever uh to us right so say what would it take I want to make sure I'm doing I want to make sure that I'm taking care of you and I want to take care of you so well that you that you would be inclined to do these things um what would that take you know ask them what they would take and then they they're probably going to tell you oh you know like there be Ian no one even says that right so it might just I don't
59:00 - 59:30 know I mean that's something that that I'm just throwing that in there um now uh then here's the other one a $25 um review bonus anytime your name is mentioned in the review for a five star review so these are things like if you're just stepping up your game you'll start getting little bits of little pieces in this you're going to stack up I mean over over a week or two you know
59:30 - 60:00 you might stack up two 300 bucks 500 who knows right who knows what you could do like depends it depends on you know how what kind of energy you're putting out there so I mean it could equate to um I mean it could equate to I mean thousands of dollars a year additional money that you could get if we if we go with this structure so that's why I want feedback on it um because I want you you guys to have I want you guys to to see what's there the
60:00 - 60:30 potential to see oh wow yeah I didn't even think about that like it's just going to remind you it's going to be like a reminder and you're going to start to see the little like this is like if we if we pull if we do pull the trigger on this you start to see these little things on your check that's like oh man this is that's all that's all that energy I was putting out right because you deserve you deserve more when you give more it's just the way it is you know um so anyways okay now uh
60:30 - 61:00 then I think and then here's another another uh bigger bonus like the first person to 100 festar reviews would get 2500 bucks you know or something like that like this is just an idea um and any four star reviews will neither help or hurt you uh three star review would would take five reviews five five stars away cuz the three star are garbage two star review would take 10 five stars away and
61:00 - 61:30 a one star review would take 20 away so you got to be super diligent about making sure you're leaving the customer in a good space where they feel you know you're not doing things to get one one start views man they look horrible go on there you'll see you'll see some of those and they are nasty and they are like anyone that's looking us up is going to go you know I wonder how much how much more more volume how much more work we would be getting if we didn't have those re that's why I take away so
61:30 - 62:00 much in this structure from that because it's just so nasty but anyways so this is what I got so far guys this is the eight pillars very um very rough cut very um incomplete you know like especially the benefits and the and the objections and all you know there's a lot of those sections and the sale you know when you're doing the service Titan end of it and the notes and there's a lot of stuff that's missing in this but just give you an idea of what areas you can improve in so um that's it I'm going
62:00 - 62:30 to I'm going to cut this off it's over an hour already uh I'm going to try and get this try and get this posted tonight and send it out all right guys thanks