 Good afternoon everybody Tom Stewart here with Liz Trider. This is smart business moves Hey, y'all Tuesday the second day of March My birthday month One day away from another very special Yeah, the day that fools were born that day is that the thing Necessarily born That's better Yeah, my birthday is the same as Amy Amy Wigs King. Oh Okay, which is kind of cool. I Like having the same birthday of somebody else It's always fun. At least you can count on one person remembering your birthday. Well, you know She remembers my birthday better than I remember hers I mean, I'm remembering early this year, but some years. I'll remember like the middle of the day. I'll be like, oh Today's Amy's birthday, too She always remembers. Yeah, she's better than me Hey Debbie. Hey, you're uh, you're coming in for the the last roundup here. Huh the last the last downhill Three days That's it the last three days here you know There was a little bit of research in terms of when we did our first smart business moves There's the 10th. Oh That was the 15th. No, I mean it took us it took us a couple of days to kind of get the whole format They're you know weak or so before we kind of sold into the format, which is similar to this but You know when we have to do a mash-up of like the best of over the last year because we've we've had some moments Yeah, we we have had some we've had some great shows too. Oh my gosh We I can't remember how many days in a row. We remember to say unprecedented event and then we missed a day And I felt like Felt like that there was nothing really unprecedented happening anymore It was like you know everything that happened today has happened before so really what would be disingenuous to use it Yeah, oh no daddy just last three days of the KPI training that we've been doing So yeah, smart business will continue on But just not the KPI stuff Are we Going to announce anything that we're doing For our anniversary come or next do we know do we do we know yet? You can announce the ideas that were batting around them Thanks Debbie appreciate that it's been a rough couple of days. We appreciate this to poor it You have any ideas what you see moving forward Debbie any ideas Um, would you like more guests? Would you like? More structured learning maybe in smarter smaller bites where we aren't like taking a topic It's like a semester course, you know One day at a time type thing that's been kind of exhausting. It's kind of warring Till the end of the week What else what else we thinking about we're talking we're thinking we're thinking about actually doing As opposed to the Facebook live so we can get more people into the Q&A and more more interaction Although the one minute questions what's that called hot on the spot on the spot We haven't done on so often. I've been forgot about on the spot We had a list of Yeah, we like on spot too that is fun Debbie We gotta do on the spot a little bit different though I think what we want to do with on the spot Is have like a topic that we'd say like on monday We announce what the topics around the spot will be on monday then everybody get all their questions so that on Thursday we used to on friday so on thursday when we do it Then everybody's ready and they have their questions ready to go the reason why we stopped doing it was people Stopped having questions No, they just didn't have that many questions left So but if we know what topic we're going to do we could get a guess on that is an expert on that topic too Well, we don't want to get somebody there's too much of an expert because then we have no reason to be in there Oh, no, no, there's always room for more experts town I can only think of one expert that we've ever brought on That he believed he was so much of an expert that we were unnecessary For the most part, I think everybody's hey, Leslie. Good to see you Thank you for the most part people are always ready to hear more. Um, I did want to get on we had a A guest one time that said that she could talk to us about Passover cleanings and we never did get her on because we changed up formats We definitely want to get back to to having having guests Maybe not every day, but you know once a week or so maybe Mix it up a little bit, you know on the spot occasionally. Yeah, that would be that would be fun. Yeah um Using maybe, you know, I don't know we use zoom every every day probably not but for some days we would use zoom Why why not every day tom? I feel like zoom is up. Yeah, let's do it every time Maybe we do I'm down. I'm down with that You can talk to the people You know We do some pretty large zoom calls with with maids central um Depending on what you're doing if you're like presenting or sharing some information Sometimes you have to mute everybody out because when you take everybody off of mute it's just Yeah, like city rumble noise Yeah, but but it's still it's okay Usually what we do on our calls when we have a lot of people on because you just have them raise their hand Or they can unmute themselves when they want to talk. Yeah. Yeah works. Yeah zoom Right. I agree So how about a good idea Debbie about the topics what topics are you guys interested in what would you like to hear more about have guests speak about um We are going to be doing So kind of a couple of fun things I guess we don't want to talk about that. Yeah But we are going to do a couple of We got you look at a couple things lined up that I don't know it's gonna It'll entertain me if nothing else Have fun We're gonna be laughing we think we're gonna be laughing so um Oh Cleaning I guess trying to figure out all the different channels we need to be streaming too I mean right now we're like on eight different channels Yeah, and They don't need to they don't know about that though tom because they're pretty much all just on whoever channel they're on they're on Sometimes it creates some confusion in terms of us being able to manage this and where we were keeping it Like had one one primary place we could also use that that that facebook page to Kind of plan out topics and have some dialogue and and help us prepare for this where We don't really have a communication channel for smart business moves other than us talking here this time of day and looking at the chat feed Hey linda. Yeah, but I think a group is better than a page for that tom You can get a lot better engagement in a group than on a page Okay We'll do that and I like leslie's topic. I think that's a great topic preparing for taxes all year long That's a really good topic Happy employees and disgruntled employees will be a good topic. Yeah, you know I think we talk a lot about how to motivate employees and how to engage employees But one of the things we don't talk about enough That people are still not clear about Is what do you do when you have an employee that was it was a good employee? But like they're just like kind of on the downhill slide, right? They're just Things aren't going well with them I I think that that's a topic that are not a not a lot of people talk about or know how to deal with So I do think we need to have at least something about that and be helpful Then you start wondering I wonder how that could happen Then you look in the mirror and say could could that happen to me too? Of course Is it already happened to me? Yeah, it's already happened. Yeah How to protect your business from a fired or disgruntled employee? That's good Yeah, that's a good one too Are um a same same kind of topic how to protect your company from a fired or disgruntled client Right and they hit you up on yelp and Are there so many different dimensions of that from you know stealing your clients to Possibly, you know trying to get other employees to quit to You know workplace violence. I mean there's a broad spectrum of possible outcomes there None of them good So I am having to pitch a Presentation for arc see for convention And one of the things I was considering was the top 20 things I wouldn't call it things, but y'all know me The top 20 things um that you need to know about managing the workforce something along those lines so it would be um from motivating and incentivizing all the way down to disciplining and hiring and firing and What do you guys think about that for convention topic? They usually have like 45 minutes to an hour for that just curious Yeah, that's that's a really good one keeping employees engaged not bored with jobs. They do year after year That's actually how I get the majority of my speaking engagements here locally Leslie is by saying I tell people um So listen if you want to keep your employees engaged I can help you with that I get people to clean toilets every single day for a decade And do a good job If I can get them to do that. I'm sure we can get them to do your job and that is uh, that's uh That that is a really good selling point because It's not easy to get people to do a good job and want to do a good job day after day after day when they're Same job day after day after day. Oh good. Uh, Leslie. The great is that to my arxie pitch? I hope I probably needed another name than the 20 things, right? But I hope this I hope that's yes to that are great to that pitch Did you have anything you're gonna pitch yet tom? I have no idea um, you know, I was debating if I was going to or not but You've inspired me so I Okay, good. Thanks Leslie. Actually actually I had a discussion with Alonzo earlier today and he had guilted me into it nice how to do it Said I um, you know, you said a lot of things but um bottom line is I have an obligation to least Right And just because you put in an idea or a pitch doesn't mean they're going to take it, right? Maybe it'll be a bad idea I'm trying to come up with like two or three ideas because They they rarely pick the idea that I think it's good. So I'm I'm afraid that if I just pitch one idea They're not going to take it. You know the bad one and then you know, I I tried that one year and they did pick the bad idea. I was like crap You know, you know how it's all fun Doing a presentation on something that isn't That your heart's not in I well, I never gave anything that I've never pitched anything that I thought was a bad topic that I couldn't get mine I delegated it one year to one of our staff members and He came up with some really awesome ideas and one of them got approved And all of that's a what in the heck am I supposed to do with this? It's like, I don't know. It's a good title, isn't it? was that austin yes Awesome, he did come up with some good titles. So I have to give him that All right, are we gonna get started? I know see tom He he would just drag out to chatty for the next 45 minutes because he is so People don't know me as a chatty person. Do they they don't But they should start to you guys are starting to get to know tom a little bit better Am I really chatty? I mean You're not so much chatty as fun. You're kind of a fun guy. I think people don't know that Well, I'm gonna set my stick Okay, so The whole point of what we're doing here is getting back to All of these light blue numbers here because uh, they all contribute to driving revenue growth And revenue growth is important because that's this box up here on our p&l And we did a deep dive on increased maximizing the revenue per per job But now we're going to take the balance of these and kind of kind of crunch them down because um They're well spoken to I mean There's a lot of industry consultants and experts out there that have a wealth of information on How to get leads and you know the whole process after getting leads how to get quote sales and Maybe not so much our frequency recurring revenue. I mean carry knight I know does a lot of awesome work in that area. I think that that she's probably uh Unique in that regard. Yeah But I do think everybody talks about that. They just don't put as much focus on it as carry does carry really Yeah, she has spent more time drilling on that one point than anybody else I know Absolutely, absolutely To her great benefit as well And and ours Yeah, I mean we took her course It's like, you know, I could Spend a lot of time trying to figure some of this stuff out, but Spent five hours and Yeah Yeah, it was good okay, so Obviously, but we're gonna get a sound the thing that we have to do at the beginning of the process is to get leads And that's about marketing and there's a lot of variations of that and you can buy leads and Network and all that we we kind of did a good job of covering this didn't we People weren't on here yesterday. They're gonna be like flocking What the heck is flocking if you weren't here, you're gonna have to go back and watch that I'm flocking if you weren't here yesterday The only person who knows what that is is Stephanie. That's it. Oh, uh, and me Well, and and the folks And It's probably some people thinking well, I've been well never mind something's never mind Let it go Tom. Let it go. We're moving we're moving on You're gonna be one of those people that everybody's talking about. Did you hear what tom said or did on facebook? I've seen people say that they were sent to facebook jail. What is that about? No, I was seriously sent to facebook jail You Right. Um, I posted too many questions in a row About what? Ah It was in a I think it was in like a black lives matter group or something and I posted too many questions right in a row It was it was only a two-day jail, but I wasn't allowed to post any more questions I was like, wow One post with 10 questions was that have been okay, but if you put I They don't they don't give you a lot of explanation. I know a lot of people that have been in facebook jail for like a week or more So do they like you know in advance like you're in jail for two days or five? So you know it's like when you're sent to jail normally you get a sentence And you know how long you're gonna be there and they don't call it facebook jail either they say that I think it said something like Your account has been suspended suspended from posting and I was only suspended in this one little group um posting And questions in this group for I think it was 40. I think they did tell me for 48 hours I was like, why what did I do? The only thing I could point to was it was too many questions because you know me. I wasn't being obnoxious or It was just my normal curious questions. So Not intentionally Good point very good point That was not your motive, but It sounds like to some degree it was misinterpreted though. Yeah, absolutely. Yeah And but they didn't give me any more information than that so I know quite a few people that have been in facebook jail for like a week week at a time Where they can't they can't post they can read but they're not allowed to post anywhere anywhere on all of facebook Okay, so let's uh, let's talk about quotes in quoting What are the various ways that that that we can quote? Online by phone in person and I guess online is that kind of Um, I guess that's by our websites and there's there's two variations of that you can give a quote Or you can actually book There's some people that have pools that will I don't even know if it's necessarily a hard quote but like a magnitude scale type thing and if you want to actually Book a job and take our service Then there's another step that you have to go through that will cause a phone call or something But you know a lot of companies would you say most companies? I don't know it's Certainly not all companies do online booking but Me too. I want to see it paul Paul freeds handing out documents over here What's happened in here? I know you have my email address paul We were talking about you yesterday. Were you on yesterday paul when we were talking all about you? We were talking about girl of marketing. Yeah And how to Get a cheap bicycle and chain it up and wait for somebody, you know as a marketing Boy until somebody steals it rides off like that, but even then you get leads. Yeah Well, we talked about other stuff too frisbees and The his bridge and you know, he just does a lot of unique cool things Anyway back to post sorry Pulled me off track there. I like grass. Yeah, good to see you paul. Um Okay, so online phone at home Um, what are the advantages tom to so I was just having a talk with somebody in one of the mma groups about this She's going back and forth. She was going to do a book at now on her website And but then she said she chickened out and she just put the you know, get get an instinct quote instead of booking what what are the What are the advantages or disadvantages? I was sorry. Oh, that's okay paul. No, no worries. You know all the stuff Since you do it all But don't worry. I want uh, I want the Passover cleaning info too The online booking or the advantages Yeah, or disadvantages. Um, I know people are real I know that one of the big things about booking online booking like a book at now type option Is the scheduling they don't want the clients to be able to Just drop themselves on the schedule whatever day they want So I know that's an issue But are there other things? Let me um Do something here real quick. Okay. This is worth this is worth a discussion Okay Thanks paul Can we post that in the resource center? I don't know. I can't see it yet. It's just on my watch. It just says he sent a photo No, but If he'd be cool if paul's cool with that, we'll post it for anybody who wants to download it If it's something you want to share paul. Yeah send it I can let me know paul if you if it's okay, and I can share it with everyone Let's have this discussion pros and cons of online booking. Okay Pros are it's, you know 24 hours a day Okay Anybody on here? Okay. Um paul said we could post it. So I'll give it to you. I'll send over to you, tom um Who on here um does online booking like book it now anybody Where the customer can just go on Find out how much their their job is going to cost and then say yes Book my cleaning anybody do that. I'm pretty sure you do that don't you paul anybody else? curious We'll see. All right. Um pros 24 hours a day seven days a week. Yes You You get to capture their credit card Yeah, and there's something psychological about that. It's not 100 but When somebody gives you their credit card, they kind of feel like that. They've already bought it It's not a decision that they're making anymore. The decision has been made But I mean if they're paying it has been made paul does certain types of cleanings So well, which ones don't you do it for paul? like um like vacants or something like that baking cleanings or One-time cleanings maybe or or maybe you don't do recurring And i'm curious So capturing the credit card. Yeah, that's great. Um pros 24 hours a day. What else? Um, I think it appeals to the younger market so a lot of the This newer yes on Booking but not scheduling the appointment. All right, so they can book it but then you're gonna have to contact them for To schedule it. Is that right robin? Oh and paul you only do it for moveouts. Okay I get it And Not do they paul do they book the um the schedule? Do they put it on the schedule also with yours? Yeah, I definitely thinks it it appeals to some demographics, especially this younger Generation that really is used to just getting things fast, you know, they I know when we had a prime glitch here during covet where Normally you order something from amazon What's maximum maximum amount of time it takes to get it maybe three days? Usually you get the next day two days, right sometimes three days, but Over the holidays, uh, maybe it wasn't the holidays and it was earlier. It was october Maybe early november my daughter was here and my whole family was here my daughter my son etc And my daughter was like, oh, yeah, i'm gonna order this game so we can play while everybody's there I was like just bring it with you. She was like, no, i'm gonna order it while i'm there I'm like love it. It won't get here if you order it while you're here. She's like, okay mama, okay She gets here and she's like i want to order that game now. I was like I told you it won't get here and she's like Mom it's amazon you have prime it'll get here All right, I got it four days after she went home She was here a week Because it was just crazy and my daughter was like almost furious. She was like what is going on? I don't understand. This is ridiculous. How can we like You're you're mad because they won't send you a game in three days. Why don't you just go to fredmeyer and buy it? but she was like And it's just it's it's that and my son also he was right on board with her Just like that's ridiculous. They I don't know why we're not getting our stuff You aren't getting it. It's just taking 10 days instead of one Uh, I guess that's an example of kind of the whole mindset and the expectation of younger consumers that Don't want to talk to people Go on, you know Actually drive to a store and walk in and buy something But that's easier than talking to someone on the phone Yeah, you find somebody that's you know under 25 years old that's comfortable even knows how to talk on the phone There's something odd there I don't even know how they don't know how to move through the phone. They don't know how to talk You know, I'm gonna go back I'm gonna go back here. There's another another option So I don't forget We do this and then we don't do it and then we do it for a while you can do Why you can book jobs through chat off your website. Yeah Yeah, I like what robin does he says um that the the prospects on his book it now They they book the service and they can provide dates But then they call back to confirm or have alternatives. That's a great idea Once once you have their credit card, you can pick up the phone and call them and just say I want to make sure that you understand The terms of service and the scope of work and just a few things and this will be a very quick call And and that goes over. I don't know if we've ever really run into a situation where You know, why are you why are you calling me? I don't want to talk to you. It's like You realize we're coming into your home We thought maybe there's a couple things you'd want to know before we show up And as long as it's set up, you know, we talk about this a lot tom as long as the expectation is there That there's more information we're going to have to get from you Which is what I like about what robin does give me some options and then we're going to call and chat about it You know, they're fine. Oh, yeah, yeah, paul's got an awesome undesirable a con if you will Uh, they get a lot of undesirables Big con is you don't know what you're walking into big con if Those of you that aren't on this live could see how fast Leslie responded to that. I swear it was barely hit the screen and Leslie was oh my god, truth To qualify clients basically the only qualification is you Have a credit card that doesn't bounce But you need to put what I said on there That you don't know what you're walking into regardless of what that You run into a lot more people when you're booking online that Is it isn't qualifying the client basically Figuring out to some degree what you're going to be walking into That's not how I think of it I think of them. I think of I mean, obviously, that's how you think of it, but I think of qualifying the client as um Just figuring out if they qualify for our services and they might Um, even if that's like the house is trashed. They still might qualify Okay, yeah, okay Yeah, I feel like when you're booking online I I believe that you just Run into a lot more. Yeah, that's a good term trashed houses And the the information is not as accurate. I don't know. It's like They don't actually have to write usually anywhere on the bucket now that their house is clean and neat and tidy and it's not bad so They don't tell you it's trashed We find that out later. Where's all this Light coming from keeps getting my eyes. I agree I What? I'm just saying good grief the light Yeah, it's so confusing so, you know, I mean You can have You can ask questions on your your quoting tool like, uh, you know, you can do the whole dirt card thing on a scandal one to 10 You know how dirty is your home? Yeah When's the last time you had your home professionally claimed? um I think leslie's right though that clients have a hard time assessing their own Level of dirt or their own clutter level the density You know, it looks normal-ish to them You know, even even the really trashed houses They they don't recognize how how bad it looks to us That's when they don't know Yeah, heaven send pics. I love that We like to get a picture of the master shower, especially if there's any gravel in there Really love to get a picture of the stove top and I really love to get a picture of the floor in front of the sink That kitchen sink This is my favorite You qualify when we confirm the appointment. We also have the team lead Review the home before the cleaning starts to make sure expectations are the same Yeah, I I think that uh, that's a good way to go. Quite a few people um We'll do an on-site check at the time when they're going to start service If you're doing online booking they can send pics, but at that point You've already kind of booked you have a kind of you have booked the job and you've given them a price I guess you can qualify all of that that you know, this is an estimate and depending upon How trashed your house is this could change um You know something else that you know along the long the idea of asking people how dirty their home is Maybe have like a questionnaire And I'm going to back off of this too every time you ask somebody for a piece of information You're going to lose sales, you know, they call it friction So every time you ask them to do something else, there's going to be a percentage of people that you know Just screw it. I don't have time for all of us But if you really wanted to know one thing that you could do is have a questionnaire where you got a picture of A room that's not cluttered and a picture that is cluttered and ask them to click on the room that most works like their living room or their bedroom or Or whatever have a kitchen that's immaculate and one of those got dishes stacked all over it Which one of these pictures more looks like your your house? Yeah Yeah, that's a good idea. I really like that a lot I just like that now that's going to happen. I don't know how to use it, but That's uh Better retains me You might have to have a three option because if I'm right in the middle Which um, I think a lot of people consider themselves kind of right in the middle their house isn't going to look Pristine and it's also not going to look You know completely trashed All right, what does keterina say? I don't have online booking, but I really enjoy free estimate tool Yeah, the free estimate tool a lot of people really really like that Which gives me more details about the property and the customers need I don't think online bookings are the best option for recurring customers. They need more a more personal approach It's definitely less personal Than any of the other options probably why The close rate is just lower right the close rate is just lower on on those But it kind of starts with in-home estimates and then you go to your phone And then you go to your your your web estimate and then you contact them and then you kind of go to your online Look at now tool The free Estimate tool is that just a tool that does free estimates or is there a Free tool out there that you can put on your website for for for estimates I don't know keterina that that question is directed at you if there is I know that I think it was launch had An add-on that you could use to Put on your website. They had a book at now tool um I don't know if there was an estimate tool though then booker Yeah, I'm mentioning zen booker. No relation to zen maids um I never heard of it, but Is a great online booking tool Is it just like a little bit kind of where you can just put it on your website paul? That's nefty I love that. We're gonna we're gonna plug yeah um also Responsibed tom you can responsibed you can use to just give um pricing and not give You know not have it actually you don't have to go out of the way to the point where you're booking a job So that would be one is that I have a custom built tool. It's free. I hope their booking tool is quicker than their website Yeah What do you mean it's free keterina? How can it be free if it's custom built? Sorry, I'm probably I'm asking a really obvious question, but I don't get it Okay, it's got pricing. So I think I'll charge you something for this one, but This looks uh, this looks looks What's the pricing tom hit the pricing real quick? Try free for 14 days Up to two service territories. Wow. It's cheap 29 bucks a month for two service territories 79 for eight service territories service territory Well, I'm guessing like zip codes or or cities, you know, I'm guessing Paul. Is that right? She zip codes it much Yeah, that's you live. I mean if you live in You know, colorado or wyoming it could be half the damn state, but excuse me could be A long week less sorry and robin uses responsibed so robin, um, I know a lot of people use responsibed but it is one of the The tools that you can use that you don't have to you can you can go either way You use the book at now fun or you can do the the estimate only yeah It really is reasonable paul and you really like it you recommend it. That's that's awesome. He says it's awesome Then booker awesome. Why did I not write that down? I'll give you another reason for online booking and I guess it kind of falls into the same category of Giving online quotes even you do online quotes. You're you're getting a lead as part of that. Well, I assume so Most uh, there's some people who do online Quoting where you can go into the quoting tool and actually plug in whatever the criteria is and get a quote Get the price. Yeah Before putting in your contact info There's other ways of of designing them where you've got to give your contact info before you get to play with the numbers Right, and if you do it that way you can get a lot of leads That not all of them but but you know at least they were interested enough to play around to kind of figure out what it would cost that You could then drop them in a campaign and you know Drop them some emails and call them and send them a postcard and make them make them a deal Make them a deal that they can't refuse You know, they want to sign up for high frequency You know recurring service you'll Hook them up where they never have to clean their home again type deal So I think another con Is um based on what katerina is saying here is That the you lose the relationship peace and so they don't the tendency is for them not to Stay with you as long so you're going to lose that That longer value with the online booking Um, it's connected to my email and when customer fills all options. I receive it through email. Yes, it's free I just added hundred fifty dollars extra to my web developers. Oh, so it costs 150 to create it. Okay. I got you All right, that's that's cool katerina. I love that. That's a great idea Well, you said basically what you're saying is you may maybe aren't getting as much out of lifetime value. Yeah Yeah Are there ways around that though? Is that is that indicative of the booking tool itself or is that the communication? plan After you book the job after after you make them a client I think that the type of people that do online booking are more predisposed to a A changing environment they're easy to Hire somebody else. It's very easy to just out of book a different cleaning company. So they are not they don't They're predisposed that way. Uh, does it mean that they can't be brought around to our relationship type No, I'm not saying that but I do I do think that We see more more. I mean really a lot more people Who are signing up for what you consider on-demand service that they don't really have a recurring schedule But they're going to pick up their phone and they're going to order cleaning Maybe every four weeks or so. You just don't know maybe You know three weeks and then five weeks and what day and time and all that might be different But if you have online booking and I guess there's another part to the online booking is Once they've booked and they have a price and The scope of work and everything is set up Do you have a portal? Do you have a mechanism that they can go back to that? They don't have to do the whole clothing tool again They can basically just pick up their phone and click a button and and in order cleaning Yeah, that that makes a big deal from those clients, especially Um, Robin has another thing on here that is really good. I like um, this is a pro for the client Is that it allows people to do some pricing research Which actually is good for us as well Because there are people out there that want a cleaning service But they have it in their minds that it's too expensive So when they have the option to be able to go online and find out how much it costs Even if initially it might seem like it's expensive They check a few sites that number start sounding more and more reasonable and rational So I do like that. I like that a lot Yeah, I agree with Robin too that Well same as that you said Tom that you still do have to build the relationship You know, relationships don't just happen on their own. They do think That there is a more more of a bent toward not Not wanting to have relationships with With everybody and their brother, you know, I want to have brother I want to have relationships with my family members And yeah, I don't only want to have a relationship with my house cleaner I think that is definitely more the way things are going than less Back in the day. It was the opposite, but Reviews reviews reviews get as many positive online reviews as possible the more reviews the more desirable You are to possibly miss you yesterday paul yesterday was marketing day. We could have we could have used you Yeah, we're glad to hear today. We can use it today too, but we were We had to talk some about the reviews yesterday Tom we need to go to the next slide because it's already quarter till Only otherwise we're going to be talking about sales again tomorrow But we gotta get we kind of get the deal. I mean the quote in the online booking is The novel discussion here Yeah, we You know, what more what do we really need to say about phone sales we Yeah Listen everybody everybody does phone sales. Maybe not a hundred percent of the time. Maybe you do other things too But I don't know anybody that under certain circumstances won't book a job over the phone. Yeah um So I agree that everybody's doing some phone sales, but not everybody is having success with phone sales right You know, there is a really awesome book that we're reading right now in book talk and it is The little red book of selling if you guys have ever read any of jeffrey gidamar If you like him, you'll like this. You'll love this book If you're not a gidamar fan Don't pick it up because it is very much in the gidamar vein, but um, it has a lot Of it's very dense. It has a lot of information because you know the way the way he writes is just you know Do this do this do this do this so it has so much action in it that Well, even when when he's introducing the book, he says each page needs to be read twice wants to Understand it one two absorb it and I really would say a third time even to be able to Um Implement off of it because there's just so much information in the book Let's see. Let me scroll up. I think I saw a post from robin Yeah, paul. Don't worry about it. We're gonna get you on as a guest here before too long Um robin using so tell us for reviews. Yeah, I do love so tell us. It's awesome. Isn't it? It really is so easy Yeah, it's very very nice um We didn't mention that yesterday time. We probably should have but all right. So phone phone sales. Absolutely um, oh, do we have any numbers around any of this stuff tom? Like do we know what they Average, do you know what because I don't know what like an average close rate is for phone sales or online booking or I don't think there is I mean, I guess I guess theoretically there is an average but there's a pretty big variance there I know You know a lot of people though from up from a lead to a book job, you know, they can get two three percent of those I say leads people on their website. You know, I don't even count as a lead but just Conversion rate I guess is is how you would measure it visitors to your website to actually booking a job If you get one two three percent you you're you're you're you're doing well and in a lot of circles When you start getting them into the funnel into the process of okay, I'm playing with your tool I've given you my contact information. So I'm a lead. I'm a formal lead What percentage of those actually wind up booking a job and booking a job? What percent become recurring clients like that can vary a lot. It depends on your market. It depends upon You know the level of service you're providing the competition in your market You know the more competitive markets that are out there as a rule You're going to get a smaller share of those because people are going to be be shopping around a little bit but like paul was saying, you know, you're Your reputation your reviews things like that you kind of kind of play into it as well There's some people that come to your website that have already made up their mind that You know, they're going to use you because of what their neighbor said or what they read You know in a in a in a yelp review. Yeah well, um, you know what katerina katerina's talking about in-home here And she's remembering when we had yusuf. Okay. I I just got to say katerina I do not know how you spell yusuf memetoglu's name Correct. Oh you she looked that up But she smelled it right I'm I guess it looks right. No, it is right. I'm so impressed Yeah, they still do the walkthrough and they find it the most effective to close and not only to close but He does it for lifetime value. Uh, I can't remember how long he said he was Uh able to keep his It's going all the time and he's got a huge business. I mean, that's a that's a that's an example of Everybody used to do it that way now very few people are doing it that way Maybe more people would be better off if they did did it though do it that way Yeah, people are going back to that again for you know people that are interested in it. So So katerina Did you remember how to spell yusuf's name or did you look that out? Me no Yeah, she might be like me. I know how to spell it too So she might just be this is not very many people that know how to spell Period. I'm one of those. I can't spell anything Do you know how hard life was for me before spell check? Or how hard it is for me now with spell check It's not easy. It's not easy less. Yeah, sam. I was gonna bring bring you up, but I didn't want to call you out Oh, she katerina That's good. Yeah You're gonna I really I would have gone right to facebook in this Ah, yes, sam does a hybrid right now I think that most people right now are doing a combination Of of of different sales things sort of whatever The customer wants whatever is meeting the customer's needs the best Okay, thanks Do you guys agree with that that most people are doing a combination? I don't know very many people that are doing chat The people that I know that are doing it have a lot of success I'll call out michael baker on this He does most of his or he did i haven't talked to him in the last couple of months But he did the majority of his quotes by chat and his close rate was phenomenal phenomenal I can't imagine that there's many people if any companies that Have only one channel for for quotes I would I presume almost everybody will will do a quote over the phone. Maybe it's not use of doesn't Not never No, he doesn't do any only does in-home and sam is saying all the Franchises are doing walkthroughs only. I don't know about here if they are when when kovat hit here um, a lot of people stopped wanting the the in-home, so Tell him it don't say he's like I'm thinking about there was a day that you know, we would lead with with with with in free in-home No obligation consultation type deal and You know, we would say that you know We all we only do in-home consultations But if somebody called up and said okay. I'm really in a pinch and you know, I don't have time You know to to give you a quote you can give me a range you can can you know, I'll pay by hour I don't care. I just need you to clean my home Then we would talk to him on the phone for a little bit and we'd like get a credit card And we'd show up and clean their home tomorrow it wasn't You know, it was not the norm, but you know, there are always You know, we're situations where Okay, well, we'll take your money and we'll we'll we'll do this and You know, there's you know, I just just can't imagine that there's many companies out there that under certain circumstances wouldn't Take somebody credit card and book a job without doing an in-home walk I know that there are though because I know the companies and that they have reasons There's a few reasons first is If they don't do an in-home, they don't know how to Price and how to give the people what the price is. They don't know what they're going to run into They don't want to they don't want to send their people out. Their people are mad about it I know quite a few people Do you think that they represent A significant part of the the industry No I'm not saying that but I'm saying that there are people that only do One one way it's not not at all common But there was a time When that was pretty much all people did they didn't know how to do a phone quote I I can remember 15 years ago. I didn't know how to bid on the phone. We only did in home Only and if somebody want There was a time when we even this was longer ago than that even we even went out for vacants We even went out in person to look at a vacant. You know, see how dirty it was I know it's ridiculous now. I think What are we looking for? But at the time it seemed like You know, I wasn't going to know how to get a price on that I I So we did all the time. Oh during covid. That's when they started. Oh, okay. That makes sense You have to qualify the prospect before going to do an in-home estimate To qualify the prospect what do you mean by that? Do you mean that that's the only way that you'll be able to get the job out in or Sorry, I closed right within home. Is that what sam is saying? Yeah, they needed the close rate. They're because they were losing I'm only getting two quotes a week while I waste them on a phone call. I need to go out and meet with them I need to be able because if you go out there, you know, you're gonna get it But there's not enough time to do in-home estimates. Well, Paul I mean if I was getting 350 leads monthly, I I would not be doing any in-home estimates either Actually, we're not doing any but that's that's awesome 350 leads a month. I'm just are they are they good leads? Tell me they're bad leads so I can like salvage something over here. Paul, I don't go to sleep tonight like fretting Um, can they afford the estimate? Oh, I got you. Yes. Yes. Yes. I yes I I agree. I'm not going to go out to um a house 2000 square foot house. I know the price is going to be between 150 and 200 dollars if the customer is saying Yeah, my you know Susie Q that used to clean my house did it for 50. Yeah, you're right I'm not I'm not going out to the house then Sam I phone quote Average price and I am visiting a person for vacants if they think the price point is doable Oh, I had to do this because my first time ends were way under bit constantly. I'm much happier people now. All right So, yeah, we we should talk sam about that we we've eliminated that problem. So Of not being able to know what we're running into. So let's talk Bring that up. I think somebody has deep dive tomorrow. Let's talk about it I don't do that if it is on the mls at the time because I can see oh, yeah, I got you that makes sense all right It's on the mls at that point You have I would assume that it's not completely trashed because it's going to be hard to sell a home if Yeah, it's not going to be trash if it's on the mls. Yeah, and she knows she you know, she was realtor. So she knows Yeah, all right, so Okay, so what do we want to say about sales and high frequency recurring revenue? We got two minutes. That's that's that's tomorrow. All right, but the last the last thought about quotes Have a good have a good dinner go for pizza. Yeah, I love pizza He's doing something better than cc's though. I didn't even like cc. So man It's not as good as a lot of pizzas but What we talked about yesterday was getting leads making sure that you've got processes in place where You're quoting as many leads as you possibly can You're paying for leads one way or another you're paying for leads. You're either doing it through You know the the money that you're paying for seo or if you're doing any type of ad words or pay per click or any other type of advertising or Just the the branding even if you know, you've got you know company logo cars, you know, that's an investment you're making to generate people who are reaching out to you for quotes it might be through one of a number of channels that we talked about yesterday and You know, we run into we run into people who Don't have as much business as they that they need they need more homes to claim and they think it's a marketing problem when Actually, they're getting leads, but they really aren't putting the focus on Unquoting so at the very least nothing nothing happens to you get a lead, but you know, it's just that's just where it starts Answer the phone you want to answer the phone when it rings you want to you know Somebody needs to be watching your email and and responding quickly because In today's world the other part of this is Leads are like produce they write very quickly And if you don't respond to leads quickly You're not even going to get an opportunity to quote because they're going to say no, I already booked with somebody else Yeah, I feel like they're more like dollar bills on the ground You you better pick that sucker up now because if you don't someone else will I promise I promise Yeah, that's a good point If you don't figure if you if you don't grab it somebody There's one of your competitors is going to grab it. It will grab it. Yep Somebody else will be cleaning that house if you're not that's the thing I always remind myself if i'm not cleaning it Someone else is oh dang it sam has a good point. I didn't know about this sam um Our homes get 30 or more offers right now all cash So sometimes they are trash because it doesn't matter Because that's how fast the houses are moving right now That's crazy. All right That's sweet top of the hour Tomorrow five o'clock eastern Thanks