 Hey, good afternoon everybody time steward Hamilton. Let's try to this is smart business Hey, y'all, how you doing? All right. I'm still maneuvering between my Massive big screens here trying to figure out where I'm at, but I think I'm good. That's a lot to handle Okay, so Tom these are 32 inch screens. And so when I Swivel over to look at my other screen. It's very far away from you You really are very large Because remember that the problem was my husband did not want to give up his 32 inch screen So if I was gonna have to have two screens and means I have to have two 32 Okay But you know You can think of it think how big a spreadsheet you could build actually, I Mean really in some ways. It's like it's a huge hassle, but in other ways it is delightful I mean, I used to love having two screens love love loved it I love being able to look at one screen and type on the other screen Now I have to keep pulling it up pulling it down Especially a lot of the stuff that we do right having to move things from here to there. I Really do love that So There are some things that are like not awesome, but for the overall I would say 98% yeah, I'm loving it I'm glad you forced me Tom. You're so mean Trying to trying to help you out trying to bring me into like the 21st century or something Tom Yeah I Appreciate it Now you get to a point and yeah, that must be Robin Robin is that you are you Facebook user? Hey, Denet You know, I feel like I saw the neat said something to day and one of the groups and I don't remember what it was was I Did you reach out to me today about something to need was I supposed to get back to you? I'm sorry if I was she hit me up today. She had a question about F11 and And I answered it So maybe that was reaching out to me and I wasn't responsive Glad you have Tom. Yeah You know 11 we haven't talked about that a lot on the last couple of days. I mean we've kind of put this whole Series of discussions together because of F11 well, yeah, but Tom we put it together for F11 but The deal is F11 is pretty much sold out. So I don't think you knew that it was happen so fast I don't know if we have we formally announced that it sold out. I mean We have it, but we've got no room for anybody else I actually have two people that reached out to me about it. So let's talk often about what we're gonna do about that Because I have two more people that are like Sad that they missed out. So don't worry about it force. I think more suggestive selling by Tom. I'm old. Yeah, um, yeah I'll give you that Robin. Yes. I think it was suggestive selling with a lot of arm twisting I got to give you come on now a little bit arm twisting Maybe it's cuz you weren't there when we got off the call and he gave me the the Stewart gays All right, where to get sponge like the magic racer two places Christine Most the two most popular places are bold clean eraser and Oh crime any crickets the other one just a lot Plunge outlet those are the two places if you go to the ArcC site you can get a discount I think on both of those a discount code. So don't buy it without the code. How about another mansion? Oh Well, we can't how are we gonna? Yeah We can't we and if we had two If we had two Denny, what would we do Tom at one mansion meet the other? That's not good. Yeah, both clean I like both clean. I actually got some really great Magic erasers also just FYI on Amazon. They come in they go out they come in they go out They were really inexpensive really high quality took about 12 weeks to get here But they were good when they were there Were they shipped from China? Yeah, they did come over from China. Yeah. Yeah, you're welcome Christine Got an idea just stay at times, right? That's where I stay Robin Tom has a mother-in-law apartment. Well in his case it was his parents Lived downstairs in the basement sounds really rude when I say it like that, right? Tom made his parents live in the basement when they got older Nice basement Mother-in-law apartment, and so that's where I stay Where can you find the blue pads? Which blue pads? like the scrubby pads or I'm not sure which ones you're talking about for a for a sand or a polisher for Yeah, help us out what you're looking for Tom we have not talked about this, but I do get a fairly decent number of questions about sourcing products and different types of things to use on different surfaces that are more Scientifically based or More professionally based versus people say hey if you mix coffee grounds in with All and then buried in your backyard for two weeks, right? We might want to consider doing that scrubby scrubby blues We usually get those from the It's the Home Depot site Tom. What's it called again? Do you remember HD supply HD supply and Good price. They come really really quickly and high quality and you can I usually get the big sheets We usually get the white versus the blue But I'm sure the blue coming the sheets doing you can you cut them into quarters if you want the last oh and va We use not scratch pads that are white get them from Amazon. Yeah, Amazon's good, too I try not to order from Amazon just because I don't want to kill all of the other Businesses off. I don't want everybody to buy everything from Amazon But including cleaning services because if they have their way, they're going to be the only main service around to Yes, and they will be able to undercut us to a point where we can't afford to Stay in business if we're not careful. So I mean, that's still you know, they're still noodling around with that They just have found it not to be as easy as they had thought well, I think recognize that the people portion of our business is Definitely the hardest portion and the other the other pieces are a lot easier Yeah, I do love though. I love the white ones too. They are less abrasive They're the least abrasive the white ones are so they're safer on all the surfaces careful with your blue pads Robin they claim to be safe on All surfaces, but they absolutely will scratch Some of your micro scratches get granted but some of your softer stainless is and some of your softer Man-made marble, I saw some scratches with the blue and a couple other things And you know if you want to know more about that, you know, there's some some things that that you can do with PHC program that really gives you a good background on Proper cleaning agents and products and tools and surfaces and the whole chemistry thing and it just you know anything Yeah, non prescriptive, but you know, it's it's when you go through that program You understand the why behind you know, all the stuff Because your grandmother caught in you just that's what everybody does you understanding why you do it and why it works and would not to do it and This is a segue because Thursday, we don't have anything on our schedule and we've gone through our three weeks of celebrating Foundations, I can't believe it's been three weeks already And we don't really have anything lined up for Thursday, but we do we just on and now to it We're gonna play Jeopardy on Thursday. It's gonna PHC jeopardy a virtual house Yeah, and we're gonna You know probably use recent real meeting if you want to actually participate It would be part of the audience alive and in chat and interact. We'll have a ring central meeting link that you can Join and you can be part of the show if you will or if you want to watch on Facebook the way that we're YouTube the way that we're doing it here right now. You can do that too, but that's gonna be Thursday and the question we're going to be Answering or asking I got with them are all going to be Questions that could be answered through to the material that you would get it learned by taking the PHC program So you because it's Jeopardy Tom that that does make it hard to say are we going to be Answering questions that we're going to be asking them to provide We actually just had an internal discussion here a few minutes ago about that and You know you might call an audible and actually ask questions and Provide answers cuz doing it the other way around we might not get done in an hour All right, that makes sense We're experimenting this is this is cutting edge here and we found anybody that wants to play yet Or we haven't asked anybody Well, I was wondering if you had asked anybody off off off line. No anybody Facebook want to play Jeopardy with us on Thursday. Anybody feel like they watch the PHC program They're like I'm pretty well-versed or didn't Check out the PHC program and feel like yeah, I've pretty much been in this business for a long time I think I could probably answer all those questions anybody Wants to play it's gonna be fun on Thursday So especially if you have taken the PHC course I think it'd be a really good refresher for you and Fun fun to boot. Are we gonna have prize Tom? Hey, I'll try to play. All right, then eat your number one Player number one to me. I think they will have a prize too. So then eat it if you have an idea in mind You're out Thursday. All right, we all have to watch the replay Robin and and see all the fun You're missing out on Shannon. Are you thinking? That sounds kind of fun. I took it but may not remember go on check You want to play and see what you remember? I bet what you're gonna find is That you remember a lot more than you thought you did. So there is a Way of learning that is called. Oh, what's it called? Intro so where you put information in take a break and then revisit the information again at a different in a different interim and then that is a way of Absorbing information to an even deeper degree So you might find that playing the game helps you to remember even more stuff All right, you want to try Shannon? try try If you have an idea of a good prize to need something that you're like, ooh, I would love to win This let me know hook me up But I think we should have a price time. Yeah, what do you think? Oh? we have a mind I Really thought about I just came up with the idea that I think we should have a prize. All right, Shannon is player number two Contestant number two All right, Denny you're playing against Shannon. If you all know each other, you know each other strengths figure out How you're gonna win? All right What are you looking at Tom? Link. Oh, he's setting it already. He's ready How do you spell jeopardy? J-e-o P-a-r-d-y I Didn't trust myself You know what as I get older I don't trust myself with the spelling either I Wondering if I can just do this I need support people who's my backup smart. That's the way to play right there Call a phone a friend. What is that game where you get to do how you get to two out of three? All those you get all the different choices You need to you need to call everybody Trisha's on here. You need to call everybody from From MMA Denny and have them join and be your backup for you join your team I'm gonna post this link Gonna be where we're gonna be so if you want to be there it says five o'clock Show up about ten minutes early. We'll hang out backstage and If you want to play or be part of the audience That's where you need to go and if you just want to watch it where we are now I'll just show up where you normally show up at five o'clock Yeah, cool. One other piece of information. I'll have more details on Thursday because I don't want to give away all the fun stuff now, but talking to the folks and They're gonna have a how we carry night say it a irresistible offer Irresistible offer the irresistible offer PC on Thursday So not only you're gonna learn more stuff about PC and have fun playing jeopardy, but if you Haven't participated in it. If you haven't signed your cleaning professionals up for it You you might want to check out what we're gonna be sharing Monday, and I'm gonna warn you It's April Fool's Day Joking about this. This is real and it's gonna be a big deal. Okay Yes, we're not gonna be joking around about good stuff that we're giving away. That's not that's not funny My idea of good April Fool's jokes are jokes that when it's all over everybody laughs Good joke, but if some people are left laughing and some people are left crying That's not my idea of a good joke and it's also the reason why I do not do any April Fool's pranks with Mindy because she hates April Fool's Day. How is that a thing y'all who hates April Fool's Day one time? I put I do like Meloist of tricks to her one time. I put cotton Shoes that's all she's still talking about that 10 years. Remember that year. He put cotton my shoes. Oh All right, you were supposed to laugh. I blew that Kind of kind of She don't like to joke around about that kind of stuff now funny. Yeah, I think a lot worse things, but Things too I love to harass my children. They'll laugh eventually. That's my thought Eventually When you're a mom or a dad you'll laugh are Alrighty, so you are gonna be doing some stacking recurring revenue Yeah, we've we've touched upon this, you know prior discussions, but you know want to get beyond them the mathematics of it. Oh Shannon can't allow us that Shannon what happened? Why can't you play are you going somewhere on another game show or something? We're the fortune. Oh Just lost Liz Got a conflict. I'm coming. I'm coming. What the heck? There we go too many monitors to keep straight trips, you know my cat Jim time. Okay. Got an appointment. Well, you got to decide sometimes exercise your mind exercise your body I totally understand and got a respect when body wins out. I Make sense already signed up and forgot. Well, good thing you remembered before you missed your appointment So good for you Let's jump into this if we say anything you needed to say about F of 11. Oh I think so Tom everybody on here's probably heard it all anyway So if you haven't signed up and you feel like it you're missing something I guess at the very least you can say that Liz and I are having discussions We're trying to figure out some way to make sure that people don't miss something I mean, there's only so many people we can accommodate right now in F11, but you know Who knows maybe we can do some other things similar to that down the road, right? Hit me up on Facebook You're in that situation where you're like, oh, no, I missed out Oh, yeah The mantra is not going anywhere. We're not going anywhere and we can Who knows? Plus we Enjoy doing this the silly stuff There can I say that can I admit that? Yes, you can It's not part of my part of my persona. It's not part of my shtick though. I have to act like that, you know, it's a burden I like it when you act like the real Tom give people this new what? Tom said what I Like it We're gonna talk about stacking rubber now. And what does that mean? It means that The house The prize win the prize Mm-hmm. All right, awesome prize Is gone on here, so she might not know what we're talking about Tom There's a link further up in the chat that we'll be sharing it You know tomorrow, maybe what we posted on Facebook We'll be sharing it tomorrow We'll be sharing it tomorrow. We'll be sharing it tomorrow. Maybe we'll post it on Facebook We can do that We're gonna limit it to our immediate family here We're doing a zoom call. We'll do it through a central meeting but you click on the link and we'll all be in a little Brady Bunch boxes And we're gonna be playing We're gonna be playing PhD jeopardy and we'll be We're gonna be playing PhD jeopardy and Will be answering questions that you could answer if you've taken successfully taken the PhD program and grasped the information shared there and Some of the questions you'll see maybe look familiar even yes Is never now you've taken the program and it's gonna be fine All right, and right now the need is our first contestant if you want to play against the need Leslie let us know So let's get it. Let's get into this We want to talk about Stack or occurring revenue and if you're in the residential cleaning industry in the house cleaning business you know, I Believe this is the easiest way to build the successful profitable business I know there's a lot of people out there whose primary means of revenue is coming in through one-time jobs move in move outs and other you know just types of people go to their website book a single job online and Over half of jobs they do or Single clean so there's nothing wrong with that But if you can build a model where you're setting the expectation you're tracking Want their home clean on a recurring basis There's a lot of benefit to that and one of them is just the financial it's a pure economic thing of stacking revenue an example, I like to use is if you start off with an empty jar and Say first week in January you take a dollar bill and you put in that jar And then beginning of the second week in January you put two dollar bills in that jar and The third week you have three dollar bills in that jar. Basically you're adding one extra dollar bill every week and Think of each dollar bill that you're adding each week is one more weekly recurring client So by the time you get to the end of week or the beginning of week 52 You're putting 52 dollars in that jar But if they're recurring customer, they're just adding one more each week. Are you getting some feedback lens? I'm not I'm not getting anything. Okay. I'm hearing a little bit But if anybody else is having some problems, let me know. Otherwise, we'll just keep keep going So if I start off putting one dollar in one week two dollar in the next three dollar in X that's analogous to Adding one weekly recurring customer until you get to the week 52 and then you got $52 How much money is going to be in that jar at the end of the year? The last week you put in $52 Yeah, people are getting feedback Tom Leslie is and so is Robin That's why yesterday were you getting any feedback? Is it just a today thing and the reason I'm asking is because I moved around so much of my Stuff I've got speakers and a computer and a microphone and so I want to know if it has anything to do with me I'm not sure Well, let me mute Okay testing now One two one two Yeah, this is it's not there now Can you guys hear what I'm talking now testing testing Echo echo Okay, we're gonna go ahead. They're saying it's just you so I will stay muted Tom Okay So You had one extra dollar in the jar until you get to week 52 Little bit of feedback my daughter Little bit there Tom showed up last night had three dogs with her so I've got four dogs and Four dogs make a heck of a lot more noise and just four times one dog Yeah, that was Molly and It was ace and it was Jax and it was yogi My daughter's boyfriend is in the Air Force and he has two dogs ace and Jack doesn't that sound like Air Force type dog names? And yogi is her dog And of course Molly who just turned one years old There is $1,378 in that jar at the end of the year So you wouldn't think just by adding one extra dollar each week it would add up to be that much But the point is pretend those dollars weren't dollars pretend they were homes and pretend each home represented say a hundred dollars in additional weekly revenue What would that look like Gain one customer a week each pays an average a hundred dollars of cleaning by the end of the year You've got fifty two hundred dollars of recurring revenue at the at the end of year one And if you just add two zeros on that number I gave you earlier, then that's a hundred and thirty seven almost a hundred and thirty eight thousand dollars in additional revenue you got just by adding one Weekly job for fifty two consecutive weeks All right clear Tom, you're not just adding one job. Are you so It's a net gain of one to be fair So the more customers you have the more customers you're gonna lose and you're gonna lose some of them over that period of time So you have to add enough to make up for the ones you're losing too And the bigger you get the harder it is to get these net gains because you get so many customers that you know People die they move the you know, it's whatnot, but we talked about that I guess back in January and February, right? That seems like a long time ago, doesn't it? It does. All right, so here are the two questions that I get all the time around this idea The first one is so on week one. I have to bring in one customer assuming I don't lose any customers on week two Do I have to now bring in two customers so the one from last week plus two more so for a total of three? Right. No, so that's why people are like, but that's a lot if I got to do one And then the next we have to do two and the next we have to do three. No y'all. It's one just one That's what we mean by stacking you get that one recurring customer They are always there and then you add another on top of they're there So it looks like that you're doing more and more you are but you're only adding one a week Yeah So that's the first question that I get because people are sure that I must be meaning That one and then the next week two and then the next week three No, no one and then one again Which now you have two and then one again assuming you don't lose any right? So that's the first one first thing that people always asked and then the second thing that they always ask is So what if I'm losing more than one a week? Then what do I have to do and that answer is really easy to make up whatever you're losing and get one or Stop losing just stop losing lose less So for those of you that went through the whole KPI workshop with us You know how important it is to manage that number, right? Make sure that number is is going up. That's green number that we want to go up is our retention number or Make sure that we're not losing people that if we're measuring how many we're losing make sure that number is going down So adding 52 new recurring customers in a year. Yes, but but not Not in chunks if you bring them on like Thomas tape talking about like one in the beginning and then another one and then another one The reason why that's so impactful is you had that one that you brought on for the first week You've gotten all their revenue for 52 weeks and the one that you brought in the second week You've gotten all their revenue for 51 weeks. So by the end of the year Two weeks for this one 51 weeks for this one. That's how that stacking was 53 weeks 52 weeks Did I go backwards? Yeah, that makes sense TJ So it's not the same thing as just doing a big push to get clients like once a quarter and Bringing on like eight people all on April 1st is not the same thing is bringing on one every week Okay, does that make sense? If the demand is there and if you've got a bunch of people that want to sign up at the beginning of the year or Whenever they're there, you know, you certainly want to be opportunistic and take advantage of that. So it's nothing If you can add a bunch of customers now or wait and add them, you know at the end of the year You're gonna make more money this year if you add them now, so, you know But you know the model that we're talking about and really just from a management standpoint if you can get Cadence going and Because there's things that are happening here beyond just adding homes. I mean you've got to Have people on board cleaning professionals on board to clean those homes There's a whole cadence of Building your workforce and just like the more customers you have the more customers you have to lose So you have to replace the losses and plus get one thing on the employee side your cleaning professionals the more cleaning professionals you have the more cleaning professionals you have to lose so You know, you got to pick a game up on both sides of the equation in order to continue to grow and scale That's the whole thing behind making green numbers go up and the red numbers go down You know, you'll get the point where you'll find Unless you constantly drive those numbers of direction and welcome to go Yeah, one thing that I really like about what Tom talks about with this idea of Stacking them and getting just focusing on just getting one per week that keeps a Constant pressure on the idea that we need to be bringing in customers keeping that constant pressure and that constant consistent focus Means it it doesn't it's not one of those things that gets dropped. We're pretty soon. You find yourself Everybody's now focused on the culture of the company Well, we haven't had any sales in like a month and a half Happen and that really can happen. So keeping that We just need to get one a week you guys one net a week That's why I love the point board, right point tracking just keeping on it all the time And like Tom said earlier not not that you don't take advantage of spring cleaning time and everybody's like, oh, my house is filthy It's April I need my house clean. Yes. Good and one more To be very clear the answer is not well, I've already added my weekly customer leave We can't do it. Yeah So You got $5,200 a week and recurring revenue every week once you time you get to the Year one so even if you stopped that point and plot line That's over a quarter of a dollars a year in revenue, which is not shabby Nice numbers. So it kind of looks like this So that's well and good, but how do we make that happen? How do how do we get recurring clients you ever think about it? I told you the story and you guys know this as well that there's some customers that are not customers some cleaning businesses That a large part of the work that they get is single jobs And there's others that hardly do any single jobs. Is that just an accident? I don't know maybe it is but it doesn't it doesn't have to be and it shouldn't be It can be a strategic choice. And if you want to build a business That's you know, primarily based if not solely based on recurring revenue You can do that but there's a number of steps that you need to go through in order to make that happen First is making the decision. That's the kind of business model you want to build And you want to you want to Send that message like in all your branding, you know, or your advertising your website Everything you're doing you want to do it based on the presumption of This is the service that we provide and this is what our client looks like and you want to be talking about the recurring service and the benefits of recurring service and Just assume that, you know, if anybody's looking to get their home clean The only rational way to make it work the only rational thing that somebody would be looking for would be high-frequency recurring house cleaning service From the selling standpoint The phone rings ring ring. Hi. Well, I'm interested in getting my home cleans It's like well, let me explain, you know, how the service works and you know Our clients enjoy the benefit of higher frequency recurring house cleaning service and you go into Explaining all the reasons why it's it's more economical. It saves you time. It creates a safer environment It's convenient once you're on a schedule. You set it and you forget it You know, you never have to clean your home again You never have to worry about that Explain that, you know, most of our clients enjoy the benefits of that make it sound like everybody else is doing it You don't want that what's wrong with you And for those of you that think that's awkward I'm never going to say almost all of our clients enjoy high frequency recurring service Don't say that. Most of our clients Sign up for every two week service Great. Same thing. The majority of our clients Enjoy the benefits of bi-weekly cleaning. Great. That works too. Use your language from your company But Tom's idea here is assume that when somebody's calling your house They don't like to clean and they don't want to clean every single week and they would love to have you do it They would love love love it. And so how can you help them with that make that assumption right out of the gate? That's the point here not the language. I Know people get hung up on I could never say that that's you know, that feels awkward that don't get hung up there It's a it's a mental shift though that you know, what do you what service do you offer? What do you do? Well, we offer house cleaning services. No, you offer High frequency recurring house cleaning services and say it however it feels most comfortable with you and your company and You know your culture But you want to be specific it's like there's one thing that you guys are really looking to do and If somebody wants to move out clean or somebody wants a one-time clean, does that mean you don't do it? No, I mean you can certainly do that, but that's not what you're you're you're leading with that's not what you're promoting It's almost well, okay What if you want that? Well, we'll do it and hopefully you'll figure out that you really want your home cleaned every other week once we do that and I love that Tom says Hopefully you'll figure out that after we do that you want your house cleaned every two weeks or whatever your thing is But don't just hope Help help that long if you're doing a one-time clean for somebody make sure you leave the marketing materials for your Basic service, which is your whatever it is every two week cleaning your every week cleaning Whatever your services help them along in that decision process show them the benefits What did what did they get today that they could have every other week or every whatever your thing is? Oh Leslie Let's say I don't know if you were on our call last week on I think it was Wednesday Tom If you weren't on last Wednesday Go back to Facebook live and check out that presentation and might help you a little bit That's what we talked about on Wednesday is that? How are you gonna take more clients when can't hire anybody so you might get a couple of ideas there? I'm muting again Okay So I might be working better for us now I I'm talking is it sound better Tom. I think it's okay with you It was when I was talking we're getting feedback, but I don't hear it now. Oh, okay good Let's talk about Kerry night a little bit because you know Kerry has brought some some innovative ideas to this whole Discussion, I mean she's aware of the economic value of building business on recurring revenue She has a whole program consulting program that that she offers helping cleaning businesses Figure out how to put together marketing plans and strategies and a lot of it revolves around a concept of That the I just drew a blank. I keep wanting on the deal. It's a it's the irresistible offer Irresistible offer and the whole idea is that if you sign up for every other week service we're gonna do a long list of special things for you that you wouldn't be able to get any other way in any other way and it's you know What we'll clean your oven will clean out your refrigerator will wash your windows We'll do all kinds of stuff like on the first time in clean if you sign up for recurring service I think there's some fine print that you need to have your home clean I don't know a half a dozen times or so after that on that recurring schedule in order to enjoy that I say recurring schedule She's talking about it every other week or maybe every week even getting your home clean, you know once every four weeks Enough because the argument is you still have to clean your home if you're only getting your home clean every four weeks But if you let in your home every two weeks, you never have to clean your home again That's part of the pitch as well If you're finding yourself right now arguing this point If you're like, yeah, but that won't work in my market. Yeah, but you don't understand the type of clients Yeah, but my people are too cheap. Yeah, but yeah, but yeah, but if you have a lot of yeah, but it's going on your head right now We don't have time to address all of those what I can say is reach out to carry night and Sign up for her program. It is more than worth the money that you're going to spend on her program She will help you get a mindset shift so that you can take advantage of what? All the people that are currently doing it are finding out. It's like, wow Okay, and now I see how it works. I know a lot of times people struggle with this idea of I can't afford to be giving all this stuff away You know, my company is small I can't afford you to all that stuff for free or for cheap or people in my area will take advantage If you have any of those things going on and maybe it maybe they're legitimate, right? Get a hold of Carrie. I Just want to point that out Tom because I know a lot of times it's like Easy says hard does but she makes it easy to do Yeah, and as far as the forwarding part of it, you know, we did the math earlier this year in terms of the lifetime value of a recurring client You know what the metrics are, you know, what do you charge per job? What is the average number of cleanings per month and what is your monthly attrition rate? You can plug it into formula roll quick and figure out how many jobs you're going to do for recurring client on average and what the Total no revenue is going to be off of that Then you know your loaded direct payroll the revenue number you can figure out what your your gross profit is going to be And that gives you a pretty good idea what you can afford to do in order to get a recurring client You wouldn't get otherwise and for most of our businesses you can afford to do a lot So and I guess that is kind of the point that if you find yourself not doing this for any reason You just have an argument against it Highly highly highly encourage you to take the smart business move contact carry And and help yourself. You know how you always say you always hear everyone say I have to get out of my own way I was the problem. I you know all of those things you don't have to do it on your own Contact carry she'll help you I promise And another Uh, I guess a way to approach this whole idea of building You know long time recurring high frequency service was was introduced to us last week. We might service and She offers a vip service and she doesn't even tell the clients that she's offering it to them She does but it's kind of included in the price. I don't even know it's an option not to have it and That was Thursday Wednesday Watch that We got a spelling. Her name is spelled wrong tom So let's just change that so people can find her. Oh, jeez It's okay. Can you change it here? I can So if you want to change it, it's if you're looking for her on facebook It's tina and then her last name is petty P. E. T. T. I hyphen We're waiting i'm waiting down hard time And the hyphen service with an i s e r v i s There we go. So you can find her that way I'm sorry tana You know, I I don't think she cares I think she's of the mindset tom that I don't care how you get a hold of me just get a hold of me same as me Call me what you want. It's calling I Yeah, all right go on with this idea tom. I love this idea. I just want to be able to contact her Yeah, and watch what we did last thursday I mean can can you give a thumbnail of of the whole idea of the vip service? It was For a long time and it was a new approach. Yeah, it was brand new I I think I can give a quick thumbnail. I've had to explain it to a lot of people since then So here it is in the nutshell Come up with some other things that you can do that are above and beyond what you normally do create a list a big list however big of a list you can come up with and Set your basic service at a certain price in your mind 150 and then Add this number she she started with 20 she went up to 25 then up to 30 So I would start our company is starting with $30 So normal price for bi-weekly service would be for example 150 The number that we say to the customer is $30 more 180 and it sounds like this After finding out what the customer is interested in You know what mrs. Johnson? It sounds like you would be a really good candidate for our vip service For a home your size our vip service is 180 180 dollars and you are going to love it because every single time we come out to your house You get to choose one of the most important Additional things that you'd like to have us do for free So you're getting that list of 15 things and they get to pick which one of those they want to do each time Now, of course, none of them is worth Fits 30 dollars or more than 30 dollars are all worth almost less Everyone's while there is something that might be more but the overall Arc of things is that they're not worth 30 dollars. So you have to watch the whole The whole uh, facebook live that we did to understand the subtleties and why it works in the nuance but It works what how much did she raise her her average ticket? Do you remember tom? So It was like 35 dollars a ticket for the for the add-on And and she raised her Yes, she complains every time she raises and people keep taking it and she says it didn't work Taking it I love it. It didn't work because Too many people are taking it. She she's smart that way, right? She knows that if everybody's taking it it is priced too low So she kept raising raising. She's raising it again right now So there are a lot of subtleties to the program, but basically Sell the vip service first And then if they're like, ooh, that's more than I was hoping to pay you can always back down But it's really hard to go up in price as we all know It's really hard to throw at a price and then tell people well And you could add this other thing on But people don't like it when they feel like something's being taken away from them so you throw out the 180 the vip and So you throw out the vip pricing and they say, okay. Yeah, that's fine And then you that's a good question lastly and then You tell them that they're going to get this free thing if they say they don't like the pricing say Well, we don't have to give you the free stuff each time we come and clean But I want the free stuff Really hard to give up the free stuff So do you add a half an hour for all vip's so you would decide how you want to do that? I would right at 30 at 35 dollars an hour adding on 30 minutes of time. It's plenty. It kind of depends on how you pay Maybe they need it maybe they don't because some of the vip things if they wanted to pick Well, I want you to make a bed for me. It's like it'll take you a half hour The list that she has Was 15 things I think of the free things and then she also So I'm making this a little bit longer She also added on some other things you can either pick one of these things for free Which I told you about always Or if you'd rather you could pick one of these other things for half price those things are high ticket things Things that normally might cost, you know, like a hundred dollars or something Like half price for that instead of picking the free thing Yeah, and then don't get a piece that they don't only have to pick One of these things so they have five beds in their house They're like, oh, yeah, I'll take the free bed But I'd like to have all five of my beds change and I'll take the free one and I'll pay for the other four So what you really want to do is have an allowed time for the various activities and Would be how many of those additional activities are being performed on any different, you know any given cleaning Yeah, and you're gonna have to come up with an average for your company What Tina did say one of the things that she said that tom pointed out was like Well, wouldn't everybody always just want to get the free refrigerator cleaning because it has such a higher value She lists the value having a bed changed is a five dollar value having and I can't remember all the These are just um not accurate numbers. They're just uh indicative of the idea $5 for beds or refrigerator cleaning for $50 And tom's point was well, wouldn't everybody put the refrigerator cleaning? She's like, no, you'd think so, right? But no, they don't need the refrigerator cleaned again. Now. They want the beds done Yeah, so you guys want to watch this um Definitely want to watch it and get all the details, but she does it for the week before Yeah, there's a form involved and I think it's like a digital form I don't know it's form stack or what she's using forms or something like that But she sends for everybody next week she sends out this week And I believe she sends out on thursday for everybody that's being cleaned next week They get a form out. They get it in this week and she'll do it She'll she'll set them up for next week. Whatever their freedom is Also, I mean tom we didn't even talk about this on the call But didn't you love that she has them trained to open all their email There's no way those people aren't opening their email because that's where the freebie is They're opening that so if you have a message you want to get out to your clients. Guess what? That's all set up for you too Anything you want to say? They're they're ready. They're waiting for your email So I love that piece too So many people love free Free is really hard to pass up even when you know that I mean anybody on this call not have amazon prime Yeah, it gives free shipping right after saying that even you don't you you try to keep it local You can't help it Can't help it. I have free amazon prime and I try not to use it because I want to buy local But I still pay that seven you don't have free amazon prime you I do Of course I do It's free. It's free. I can't help it. I can't help it. It's like so bad. Liz. Don't get it. Yeah, all right one more year Think of scope scopes of work that you can offer clients that only work if they have recurring service Rotational deep clean is an example where you can say that you know every time we visit we're going to deep clean a different room in your house or you know Maybe a set of different rooms each visit or have some type of arrangement where Maybe we clean your home every week But when we clean the whole house and the other week just the downstairs things that make no sense Or wouldn't work unless they had recurring service that creates more of a center for people to sign up for recurring service Have marketing systems that work all your your your possible prospects to get them to sign up for recurring service So if you've got people who get their homes cleaned every four week or Some frequency even more spread out than that Have campaigns are to set up trying to encourage them to move up to at least every other week service You have four clients or one time jobs or quotes that didn't buy or leads that you never even quoted All those are different populations and you should have campaigns focusing on all of them to get them to Sign up for recurring service Me too It's like embarrassing, right? It's my guilty pleasure right there. I gotta go gold My amp my audible account gold Why do I have audible? Why do I have a gold audible account when I read 99 of all of my books for free on liby? Yeah, I like being gold I like those two free books that I get every month It's like, oh free And finally you can build operational workflows and systems that cater to high frequency recurrence I'll talk a little bit about this tom So like reminders would only go out to higher frequency Not necessarily always that's the kind of thing that can make you sticky We're as if the other client and the other services Don't offer that or they don't do it as well as you do That could be the thing that would make a recurring client and Bring them to you as opposed to go somewhere else Yeah That's good. That's a little bit like what we were talking about yesterday as well with derrick So you want to do it and you want to do it better than everybody else. Yeah You want to know we'll be able to document preferences and act upon them You know what team a team or teams does a client like Or do they have cleaners that they don't like if they don't want that Same for time preferences and exclusions. You want to know all of that You want to do your scheduling in a way where you're meeting those expectations of clients Those again are things that can build a long-term relationship improve the lifetime value of a client And you all know that if you have a customer That says I can't have anybody at my house between 11 and 1 because my kids nap And you're still cleaning at 10 45 even though it's not 11 to 1 they're starting to get antsy They're uh, they want you out How important these time preferences are those are I mean everybody knows about team preferences obviously to those time preferences can be And people have a hard time complaining Saying that they're canceling your service because of time it it it feels Too insignificant for them to tell you about We found this out and we did some blind testing on why clients left Customers not our own company on other companies And time is one of the things that was really bothersome for customers But that they would not mention because it felt too they felt too picky. They felt, uh, what's the word I want? They felt petty Yeah, petty. Thank you tom. That's the word they felt petty And little things can really make a difference So if you can find the things that you can do that's that's one of the things I love about like made central or any good software program that helps you to do things These things better every single time with consistency. They can really really matter make a big difference Yeah, I mean Made central has all of these things and does them well, but you know You'll help yourself these things need to be done whatever means, you know, you you feel most comfortable doing Yeah If you don't have it in your program then track it some other way Track it however you can Quality surveys regular quality surveys is another way of staying top of mind And and you know making yourself more sticky to getting increasing the lifetime value of a client If you've got a client portal some type of uh, login password type thing where clients can go in and See their schedule read adjustments modify their preferences Make it feel like more customizable Of their service Are you finding that this is more Necessary now tom it seems like it seems like our customers are much more One willing to go in and do it without talking to somebody but also Really more inclined to not want to have to call somebody People Every day there's a stronger preference for being able to interact with a Computer being able to interact with your phone really as opposed to having to call somebody and You know, it can be perceived as a value add as as as a benefit and You know, you can even make marketing campaigns to all of those different, you know buckets of prospects from Leads not quoted all the way up to um, you know people who left your server Say hey, you know, you haven't set up your buy a portal yet You might want to do that and give them, you know all the reasons why And it's not even telling them to sign up for service But you're getting them back into your ecosystem And people will sign up for hey, you know, it's not even costing me anything. What the heck it's You know one step closer closer to to that gold membership, right? Yeah, I love that I love that all right, so tom, I know we have more stuff obviously in This presentation, but we'll have to keep that foundations because we are top of the hour tom We are we are and uh, we're going to be back tomorrow. We're going to be talking about quality It's going to be awesome Yeah, so tom may not be here at the beginning. He might be he's got other stuff going on But we are for sure going to be talking about Maintaining quality so that you don't have those highs and lows and and how to You know regulate that just a little bit better Even when you have high growth periods or when you have high turnover Like all the different things that are happening how to how to manage quality more consistently So we will see you here tomorrow five o'clock eastern until then take care. Bye. Bye