Webinar - 12 Steps To The Ultimate Customer Approval

I'm Madison, I'm with Servicetitan and I want to tell you a little bit about Servicetitan. So Servicetitan is an all in one home services management software made to deliver extraordinary customer experiences and increase profit. Now, let me tell you, our two co founders, Ara and Bahe, started ServiceTitan about five years ago. Both of their fathers are actually residential contractors. So they grew up seeing this with mom and dad growing up, hearing about the business at the dinner table. They understand this from a very different level. They understand this because they've grown up with it. They've been through all of it. They've seen how it's changed throughout the past 30, 40 years. Dad. Both Ara and Bahi's fathers have asked their sons to help them find an operational software to help manage their business. They noticed that the bookkeeping, the behind the scenes, the office, the software, all of that was lacking in the industry. And for their own fathers to succeed and do better in their businesses, they wanted to be able to create a better system, find a software that helps to make all of that easier and streamlined. R and Bahi couldn't find one. So they decided, okay, well, these are all the things that we want. Let's create one. So that's how Service Titan was born. And really through that experience of their fathers trying to start this business and trying to really expedite or grow it exponentially. With Service Titan, we're really proud of the fact that you can know all your customers with a click of a button. It's a CRM. It's an analytics tool, marketing platform. You're able to generate more leads, close more sales, book more appointments, grow more revenue, cut cost, streamline operations, track and compare performance. You have this mobile, powerful selling tool called mobile 2.0. It's an incredibly powerful software and I can't wait to tell you more. But first and foremost, I want to introduce someone. Kenny Chapman is from the Blue Collar Success Group and he is the founder and the president of the Blue Collar Success Group. He's been a columnist for Plumbing and Mechanical magazine and actually was named the Tom McCart Consultant of the Year in 2014. In fact, he was also named one of America's premier experts in 2011. Kenny continues to surprise us with all the great things that he does and he's actually authored a book and it's called the six Dimensions of Change and it will be soon released in home sales acceleration. Kenny is dynamic, he's awesome. And I'm incredibly impressed with all the work that he does in this industry and all his expertise, all his knowledge and I'm really excited to hear him speak. So Kenny, thank you, thank you for joining us in this webinar. Really appreciate you.

Oh Madison, thank you so much for having me today. It's an honor and a privilege and I'm always excited to get with like minded people, share great information, look at how we can move the needle. And I'm so excited about the partnership with blue collar and Service Titan to to really come from our expertise, our unique abilities and see how these things create a succinct marriage together which ultimately ends up in this ultimate client experience. So that's what I'm here for today, my friends, on behalf of Madison Service Titan, all of our guests and listeners, followers, I want to thank you for being here. I know that time is one of the most valuable assets that we all have and the fact that you're investing some with us here today, it really means a lot. So I'm going to spare no time here. I'm just going to jump in, we're going to go through and I'm going to talk about our 12 steps to the ultimate client experience and how we can leverage technology to go through these things. Now I'm also a realist and I'm up front and I'm going to tell you the truth. And the truth is I want you to stick around today. I want you to learn some things. I want you to be able to improve your business. I want you to understand a little more about ServiceTitan if you're already a user or if you're considering becoming a user, because that's also built in here. And we also have an incredible offer for you to come to our sales and marketing intensive in January in Scottsdale. So I want you to stick around for that and then I'm going to field all the questions at the very end. So without further ado, let's jump in number one when we talk about 12 steps here. As Madison mentioned, I've got a brand new book coming out in Home Sales Acceleration. How to create raving fans, increase sales and improve your online reputation in 30 days or less. Now, the first component to this 12 step experience is to check your mindset and you might think, okay, well wow, Kenny, that's great. I work with a six step process. I have an eight step, I've got 12 or 20 or whatever. You can all create so many ways to skin a cat. But here's the reality. There's only so many ways to be successful with in home service Sales and I've seen it all, I've been through it all today. Now, does that mean things aren't changing? Absolutely. And that's why this mobile movement is so important to how we create relationships with our clients. But it begins with our tech because that, that tech right there staring at you through the van is your brand, my friend. And that, that person looking at you on this slide here today, their attitude, how they feel about being timely, how they feel about driving, their level of interest in a client, their level of empathy for what a client has going on, their ability to reduce anxiety as becoming the hero as soon as they show up at the door, that becomes your brand. So I believe that we're in the people business. And as Madison mentioned early on, I do write for Plumbing and Mechanical magazine. I have for several years and I was fortunate enough to have my plumbing company featured several years ago. And the title of the article was it's about people, not plumbing. That's what we need to remember if we're going to create a client experience. It's going to be an experience between our technician and our client. That's the face to face. Then we go to the phone, we've got the csr, then we go to the technology and that's where Service Titan really helps us get make sure that some of these systems take place and really manifest in the experience. Number two, get a notepad. If you don't have one right now, my friends, go get one. We can see if you're looking at us. I just heard about the new Edward Snowden movie. Maybe it's not that new, but I heard that we can see everything going on. If your laptop's open, everybody's watching, right? So we know if you're paying attention or not. So here's the thing, it's about appearance, right? And we talk about company image, we talk about branding. And that's when I, I have to say, you know, how many brands do you have? And that's when I think we really look at and get totally scared. When I'm doing two day all intensive schools and owners are in the room and I'm teaching our 12 step process and how to get technicians to buy in and do the things we're asking them to do. And then owners are talking about, oh well, my image and I've got this branding going on. And here's the reality, however many trucks you have is how many brands you have. And we have, we can write policies around smoking and facial hair and piercing and tattoos. And my friends, I can Tell you, I do a lot of ride alongs. I create a safe environment with technicians to tell me the truth, whether I like it, don't like it, want to buy in or not. I create an environment for them to tell me the truth. And I'm in your truck and your technicians tell me, will you tell on me if I smoke? Because I'm really nervous and you're in my truck with me and I really need to smoke and they fire up a cigarette right in your truck with your policy. That said. So what's my point? My point is to help them understand why behind everything that we're doing and appearance is a very, very important thing. Many studies say that clients judge or in the first interaction that you have with somebody, that you judge 14 things in the first three seconds. And so most of us do provide uniforms and have an appearance policy. The point is that there's an unconscious conversation going on that your client has and I really want you to be mindful of that so you can guide that and lead that. Because the reality is sloppy can be a symptom. And if it's showing up in appearance, then where's it showing up in the work area? Where's it showing up in the cleanup? And we'll talk about that in a moment. But let me ask you a question here. So when we think about this, are your techs currently providing and using. And using. Notice the all caps and using shoe covers on every call. So let me just pop this poll open so you can go over there and vote. Yes, they use both always. We provide, but not sure if they're always using. Let's see, we provide them carpets, we provide them covers. Or really not currently. So this I can see, I can see that 38 now, 45% have voted. Give you a couple more seconds here. Over half of you. Okay, so there's a big chunk and I'm gonna throw up some stats for you here in just a sec because I'm a believer in stats. So check it out. So here's the deal. Let me see if I can share this with you. 26%. Yes, they always do it. Okay, well, we can have that conversation another time. 58% we provide both. Not totally sure. Some provide carpets or actually 0% provide carpets and a few shoe covers and not currently. So that's okay. And not currently. Don't worry about it. The thing about these polls is I appreciate the truth and the reality is I love the honesty of yeah, we provide, but we're really not sure because that's Ultimately, what really matters. And again, it ties to the why for me. So step three, carpet and shoe covers. Really, this is about the showtime. It's about the chance to show up and create some differentiation. This is about building a gap between you and everything else going on. So this is about respect. And one of the things I do with your text when I have them live is this whole thing about, okay, well, what does this look like as far as using a carpet or why do we wear shoe covers? And by and large, they're like, well, we protect the environment, protect their home, all the things that we've told them, right? And the reality is, come on, I mean, I've been in this business. I'll be what? I'm going to have my 24th year anniversary in April of owning a plumbing, heating, air conditioning service business in addition to launching Blue Collar several years ago. So I've been doing this a long time. And the reality is, before shoe covers, before that, I didn't trash a client's home. I don't know about you, those of you who've been around for a while, you didn't trash clients home. You either cleaned up or you took your shoes off or whatever the deal was. So the point is, let's get back to the brass tacks and the reality. We're not doing this to protect the environment. We're doing it to show respect.

We're.

We're doing it to create a whole nother level of trust at the front door. This is at the very beginning, mind you. So right out of the gate, we're building trust, we're setting ourselves apart, and that's where we do it here in person. And then we utilize the service titan to absolutely hammer that from the back end of making sure all these things take place. So that's the reality. And then you build that into happy calls. And how can our software help us track these things? You want to know? And it's not about forcing a technician to do something. It's about making sure that the client experience went exactly the way that you want it. That's the bottom line. Now let's look at number four. We're going to take a knock on the door and step back. Now, here's the thing. Space provides sense of urgency. So you might go, okay, Kenny, great. We've chunked this down to 12 steps. Here's the thing, though. You've all had or somebody's a little too close, or somebody's a little too confident, or the lovely Christy and I travel a lot. And so I'm on a lot of airplanes and elevators and trust me, people need their personal space at times. So all this is about is, okay, you've got your carpet ready, you got your shoe covers ready. Take a knock on the door and then take a step back and just allow a little bit of space, a little bit of open environment here. And we could do some good visuals if we were face to face. But just picture that, have a little bit of a step back and then we get to the point of. Okay, now before I go to this next thing, I've got to ask you a question though. Let me ask you this. Do your technicians carry personalized business cards? So not the whole, okay, company cards, but not with. We got some coming in on the company cards, but not with. Okay, cool. So we got 35%. Come on. There was 40, 45, 50. Okay, yeah. So I call you out, then you'll jump in here. All right, so we got a bunch of. Okay, so I'm going to go ahead and shut this down. So let me share this with you. So 70% are yes, 5% no, 25% got cards. Let's get clear about something, my friends. We're on the fourth step of the process. Knock on the door, take a step back. Your client's getting ready to greet your technician. This is their first impression. This is their shot with your company. Face to face, uncomfortable, stranger in my environment. And then what? You're going to hand them a card? 25% of you that voted have a company card that doesn't have your technician on it. Now let me ask you this. How do you feel about the whole, you know, you go to Starbucks or somewhere and it says, I'm in training, right, it says, I'm in training. You know, hello, my name is. Let me just write in. So why don't you just put your company name on there and then have your technician write, I'm not sure, and the company's not, not sure if I'm going to make it here. So therefore, I'm just penciling my name in until somebody professional comes along. What? No. I mean, if you need a budget for your business cards, give me a holler. Let's talk about this because does every new hire work out? No. Is it this important that you differentiate? Yes. And my friends, I do a lot of ride alongs. I'm in the front line with your technicians, and this is a key step that gets overlooked. Have them hand a card at the front door. Have the client see their name as a professional with a title With a name. I don't care if it's certified technician. I don't care if it's master plumber, epa certified. Whatever it is, it's something professional that differentiates us. And this ties to our platform. Heck, in service Titan, we shoot the email or the text ahead of time saying, hey, Kenny's on the way to the house. And there's that information that ties to the trust. And now the straight out of the gate, our brand synchronicity is showing itself. This is the difference between professionals, between differentiating everything ties together. To trust, my friends, it's all about trust. And Titan can help us behind the scenes when we're doing this. So now we're in the front. Okay, face to face. Now we've got number six verify the reason. Oh, my gosh, Ms. Jones is upset. Most of the time we have challenges or we get called to places because people have an issue, they have a problem, they have a challenge. Now is when we shift from, okay, we've got there. The office has set it on our side. Service titans helped us by sending emails like everything is stacked in our favor. Now is when we take over. From the time we checked our mindset, we got our appearance ready. We're dialed in with our carpet, our shoe covers, our business card. Give them a little bit of space. Okay, now Ms. Jones ready to blow up. Now we begin working to take away her anxiety tools. And that's where number six comes in. The first thing we do is establish our credibility. And it's simple. Just, I understand you don't have heat last night or you don't have heat this morning, or I understand that you have a challenge with a leaking faucet or there's power out in a certain room or whatever it is. It's a simple get them talking transition point. You begin to establish your credibility. And then here's the key that I see when I'm on ride alongs, that gets missed a lot. You've got to relieve her anxiety. Here's the thing. The solution has begun. If I had your technicians face to face in a room right now, they would battle me on the fact that, oh, Kenny, you don't understand. They're under so much duress. They want us to hurry along, hustle along. They want us to get there and fix it and hurry up. We've got them to get them to realize that when we arrive, the solution has begun. So this is where. When we verify the reason. I understand you have this going on. And layer on a piece of empathy, man, that Must have been frustrating. That helps relieve that anxiety and get them to know that the solution has begun. My friends, then we transition to the clarity question. This is where we're setting the table. This is where the rest of the call, so we're just at the door, okay, this is going to take place. They take us to whatever the original challenge was or the reason for the call. We go there, then we hang out here and we get ready to help them understand what's really going to take place. Because here's the reality. We're in the home service space, but most of us don't realize what an interruption, what a distraction, what a detraction from a normal day our services represent for people. So we need to get very clear about that and help them understand what's going to take place today. So we go, okay, well, we're going to set the table and you get to the problem. If you're a plumber and you're in front of a kitchen sink looking at a faucet, that's where you're at. You do a little look around, shine a light. Okay, great. If you're in the AC business, you've gone to the equipment, you've gone to the area. Everybody starts at thermostat. I want you to go to the equipment. If you're in the electrical business, I want you to go, even if you got to go to the panel, I want you to go to the plug, go to the switch, go to whatever. And then from that place, we transition to clarity question. I'm going to check your entire system now. I need to begin at the main water, shut off the thermostat, the main panel. Can you please take me there? This sets you free. My friends, if we were face to face, if I could role play this with you, I can increase your sales 20% today by utilizing how powerful this question is. Now, here's the thing. It's counterintuitive for technicians. They feel like, well, I'm already there, I've begun the process. That's the point. The clarity question gets them away from the technical reason they were called. Once your technicians get in front of a technical situation, they would rather have a conversation with a water heater with a main panel, with an AC system than they would to have a conversation with a client. So this gets us away from the technical and back to the two words that we need to help ingrain in our technicians. Professional responsibility. That's what we're there for. That's what it's all about. Let's jump to number eight, Direct, Discover, deliver. These are like kind of just layered through. They have a movement through the call with the image from the very beginning to the impression that you make to the intention that you set. All this leads to your ability to direct the call. And when I'm live face to face with your technicians, I teach them through a confidence escalator exercise to where you get to realize that they're only going to convey a specific image or create an impression or even have an intention in their mind based on their level of confidence. So this is weaved all the way throughout the call and we head into those questions that lead to specific discovery. What are the situational things that are based on the specifics of the call? Most of the call is very, very similar all the way throughout a normal in home service and sales call. But situationally there's different things taking place that we want to ask specific questions about. We also move to conversational. These are present every call. I do exercises in live schools where I have technicians create questions all the way across the board. Any call, any client, any situation, anywhere. I do ride alongs in Canada, Australia and the United States and I see conversational work every single time. Then we talk about lifestyle. How are they using specific things. You realize that people buy the exact same car for two different reasons. I might want four wheel drive because I just went through an ice storm last week in Flagstaff. You might want all wheel drive because you live where you get washouts of rain and you have puddles or whatever. Somebody else might want four wheel drive because their parents told them that was the safest. You've got to ask questions of how our products and services relate to their lifestyle in order to know that ties to emotional. And we all know that we buy on emotion and we justify with logic. So we've got to ask some questions for us as plumbers. I mean I cut my teeth as a drain cleaner is how I came up in my truck. I mean I started in this business in April of 1994 as a dead broke drain cleaner myself. And when I would go out, I mean I can swim laps in a septic tank. It doesn't bother me. As some of the H Vac and electricians cringe on the line. It's like, you know what, it doesn't matter. But what I caught myself is realizing I would go into clients homes and there's sewage in the bathtub. And for me it's like, oh, it's a mainline stoppage. Let me find access. I got to get this Thing open but for them, oh my gosh, they have sewage in the house. There's emotion there. We can't forget how powerful that is. Tie those to open ended questions. Three words, tell me more. Get your client talking. Help them help you understand everything that they might want, need or desire when it comes to their home. And then last and certainly not least, we look at the agreement questions and you know, those are the ones where you're, you're early in the call. See, so many times we talk about handling objections and different things in sales and service processes, but the reality is by the time you're at the closing table, face to face with a client making an offer and they have an issue, they have reasons not to tell you the truth. They have reasons to jump to a cliche or a conclusion. Where early in the call, when you're going through your discovery process before getting ready to deliver your options, this is where you set yourself free and ask these questions earlier on. Okay, Ms. Jones, so if that's something we could make never happen for you again, you'd be interested in that, right? Well, you're going to get two answers. Either, yes, of course, I don't ever want this to happen or well, it's going to depend on the investment or the price or how much it costs. Okay, no problem. I'm just trying to find out where we're at and what you're looking to do for a solution today, boom, you've got her tied to it. There's an emotional component that comes in. You've got an agreement from her because you're getting the truth of yes, I really don't want this to happen again. Let's look at number nine, multiple options with a service agreement. Now, I'm not going to spend a lot of time here, but I want you to think about a couple things. Number one, options are a psychological necessity. Write that down. Options are a psychological necessity. My friends, I came up with an exercise that I'm doing now in some live schools and I'll just give it to you here today. You know, paint a picture for your technicians about you going to Target or Walmart or whatever. I don't shop at Walmart. I have my own personal challenge. Whatever reason, it doesn't matter. You go to some big box, go to Best Buy for electronics, you go to Office Depot for office supplies, Staples, doesn't matter. Think about how many things you walk by that you're not interested in, you don't want today. They don't matter. It's not going to enter Your realm of purchasing decisions today, well, that's fine. And you don't get upset about that, do you? But then when you become a technician or you put on your sales manager hat, as many of us on the line could be here today and we think about, well, yeah, but the options wins too many. And I don't want to overwhelm. And I'll wait a minute. You got to get to clarity and you got to get to why. See, choices give us reasons to both say no and to still do business with us and think about, like, just look. I love looking at other industry when it comes to how we represent sales and service to our clients. So we look at, okay, drive down the road. I just moved to Scottsdale, Arizona, part time a little over two months ago. As we're recording this, and you go down and you hit an intersection anywhere in the Phoenix metro area, you're going to have a gas station. Three out of four corners. I mean, there's one on this side, there's one on that side, opposite. There's one over here, and then there's not one on this side. 3 out of 4 corners. Have a gas station. Go to the next block. There might be a Chick Fil a over here, a Burger King and then a Wendy's or there's a McDonald's and there's a Subway and there's a whatever, right? And so each of these things, then you look at car sales. Oh, my gosh. We live in North Scottsdale, not far from the golf course to TPC Scottsdale. And there's a whole thing of what they call airpark central. And so there's all these car lots in this big autoplex. And I mean, there's everything from Buick to Escalade to whatever GMC to. I personally bought a Jeep there years ago when we were towing Jeeps. So there's Jeep, Chrysler, Nissan is over there. Whatever. My point is that what happened, they got smart enough to go, well, okay, Madison, you own a Nissan dealership and I own a Honda dealership. And some of my clients are going to want to buy your thing and some are going to want to buy mine. Let's build right next to each other. And we're giving people these options because it's better for the consumer. Why, oh, why do all these people do this? To compete with each other. And certainly McDonald's wants a crazy crush Wendy's and they build across the street because it's better for the consumer, my friend. And that's where we get lost in our industry. We don't offer enough options because we're concerned, because our technicians are making buying decisions for our consumer. And I'll get off of my tangent because we gotta move on. Go ahead.

Great point. That's a great point.

So that's just something. And let me ask you this. Let me ask you this. Are your texts when we look at these option points? So, you know, are you on an invoice? Blank paper, simple form, electronic. You know, what does this look like? Bunch of people, electronic. A lot of people on an invoice still. There's a couple of my simple forms. All right, so a couple people coming in. No blank paper. Five seconds. Sorry. That's almost 60% of you. So we're going to say that. Let me share this with you. So 42% are on an invoice. No, blank paper, 16%, simple form, 42%. So 42 are writing it out on an invoice. 42% are electronic. Here's what I want you to realize. This is a communication tool, and this ties with the visual price book that. That exists inside of Servicetitan, where I want to see you have some options for a client and then jump back in your software to get to the benefits, to get to the features and the benefits and those types of things. But I still want you to have a basic area here on an invoice, it's too convoluted. It doesn't work. There's too many things going on. So I want you to simplify this and feel free to reach out. And we could have done this entire hour just on this concept because of the importance of the technology behind the buying decision. The technology behind how we utilize technology and the technology behind how we don't lean on technology is too much of a crutch in this process. There's a balance, my friends. That's what we're doing at our sales and marketing event in February as we're peeling back all the layers of this onion to really know when is technology really leveraging and helping me, and when do I need to still show up and bring my technician role to the dance? And there's a balance between these two, but they're 100% tied to the effectiveness. And I'm all about having some different options here and then jump to that visual price book and service titan and go through what those are. And Madison will share a little bit more about that here in a few minutes. So number 10, now we're gaining on it, my friends. Stick with us here. Verify and authorize now. Here's another thing that we're simply gaining confirmation. We're confirming how they're going to pay and we're relieving that anxiety. Again, it goes to the fact that how important it is to continue to relieve their anxiety because now, okay, they've made a commitment. They made a decision, yes, I want this one. No, I don't want this. It's very important where we get them selling themselves. We get them reminding themselves that the great buying decision they made both in us and the service or the product. This is about. Madison says, you know, Kenny, that's great. I think I'm going to go with option number two. I said, Madison, that's fantastic. Tell me what it is that you like about option number two. Now as she begins to talk about warranty and new fixture, new features, whatever those benefits are, she's selling herself again on how important she's reiterating the benefits that I shared with her. And I know if I need to get back involved to make sure that she sees the value of what she's doing. And that's where we relieve the anxiety. Most of our clients don't have a plumbing, heating, air conditioning, electrical budget set aside, regardless of your market. I've been in most of them in the U.S. canada and Australia. But if I haven't been in yours, I'm pretty sure that your clients don't have a little rainy day fund that they move 10% of their income into every month in order to take care of the service professional when needed. Right? So we got to look at this. This is about building confidence, the commitment and then the execution of what needs to take place. Then check it out, number 11. Oh my gosh. My friends, we have a 12 step process to create the ultimate client experience. And now, number 11, your technicians finally get to do what they got into this business for in the first place. Think about it now. Think about that for you yourself. Think about if you started in the truck, if you were a technician, if you're still a technician at heart. Many of you are running companies and you're the owner, you're the service manager, and you would love nothing more to be this guy handling the wires right now because this business suddenly got complicated. Now we need a great technology platform to help us from the back of managing all this client experiencing and make it better, rather than a whiteboard on the wall like so many of us started with. But many of your technicians got into the business to do the work. And now we have 10 things we're asking them to do in Order to earn the authority, in order to gain the trust, in order to accomplish the accountability, the credibility. Because this is how we're judged, my friends. This is where, you know, we're protecting the work area. We're showing them that work and we're leaving it clean as we found it incredibly important that we allow them to realize. Here's the thing, my friends, clients, let's just step back to a management perspective for a minute. Clients will take you anywhere and give you the keys to the castle, give you anything in that home, as long as they understand why. Your technicians will perform anything you want, ask anything you want, fill out any crazy form you can come up with, as many of us have, as long as they understand the why. But too often we forget the why. Now remember, they got into this business for the 11th step of a 12 step process. So let's have some empathy for that. Let's help them remember how important that piece is. It's not all about sales. It's not all about communication. Yeah, absolutely. We have a professional responsibility to be the best technically sound individuals on the planet. And that's what we do. So that's ultimately a very, very powerful piece that we want to help. Remind them that we don't minimize that in this space where it's so hard to attract talent, get new people in the door and keep on putting people in the trades because they're forcing them into higher, quote, unquote, higher education and strapping them with student loan debt when we need them right here in the trades. Let's get proud about that again. And then number 12, reinforce, ask for the review and a referral. This is about making it personal, using the relationship and the rapport that you've estab. This is for your technician. Here's the thing. And you might challenge me on this and this might challenge you, I guess I should say, and I'm totally okay with that. But here's the thing. There's three sales that are made every time. Most of you are probably owners and managers that we're getting a chance to talk to here today. But there are three buying choices that a client makes. Number one, they buy your technician, period. First and foremost, if they don't buy your technician, there's no sale made. Secondly, they buy you and your company the support behind the technician. What's the veil behind the curtain? What is this all about? That this guy's giving me good feel or this gal that's in front of me is giving me a good vibe? But what's behind it? That's the second sale that's made and the third. And lastly is the product or service that we offer. And yet we have such a tendency to lead with this product, lead with this service, talk about how great the company is. We need to flip that around. And so many of you are so afraid of empowering your technicians. Some of you didn't give your technicians business cards because you're afraid of a client getting a cell phone number, a client knowing their name, or a competitor getting a business card with their name on it. I know the reasons, but I'm challenging you on that. So I want you to really think about that because here's the thing. I want you to think right now. How many of you feel a little bit better than when you first jumped on the line today? When you're thinking about, you know, I'm looking at a sales and service process. I want something that's clear cut, makes sense, easy to do. I don't want to make my techs robots. How many of you feel a little better? Well, if you do feel a little bit better, it would really help me out if you went to Facebook and went to the Blue Collar Success group and wrote me a little review about Kenny. Okay, so no, I'm not asking you for a review. Well, yes, I am, but no, no, I'm not. In all seriousness, what I'm modeling is simply what we're asking you to have your technicians do. And then we have Service Titan in the background. Because the reality is, I mean, with some of the new things that Madison has coming here with the ability to get reviews are going to get so much easier and so much better. But here's the thing. Reviews are the new yellow pages, my friends. And if you're not leading in reviews, then you are losing calls. And I don't know when it's going to change or when it's going to get better, but my clients that do the very best with gaining positive reviews are Service Titan clients. So it's all about the 12 steps. It's also all about how the technology supports it behind the scenes. And I'm going to give it back to Madison here to share with you of these things with us of how Service Titan can really reinforce these 12 steps. But don't go away, because I do have a crazy offer for you and I'm going to field any questions here in a few minutes after Madison gets done. All you, Madison.

Thanks, Kenny. Really appreciate it. Okay, so, Kenny, can I trouble you to help me give control of the screen?

Yes, absolutely.

Okay, perfect. All right, so one second. Presenter view. Okay, great. So, all right, can everyone see my screen? Okay, we're good. So that was an awesome, awesome presentation, Kenny. And you're absolutely right. With Service Titan, we can help you take it to the level, keep all your techs accountable. And it's really all about people. Like Kenny said in the beginning. Do you guys remember that? He said it's all about people. It's not about plumbing. We are in the people business and that is absolutely right. Here at Servicetitan, we believe in the same thing. If anything, we're passionate about helping increase, improve customer experience for not only our business owners, not only our techs, but also your customers, our homeowners that we're working with. So embracing this new technology in change and running Service Titan can really give you that leverage in terms of customer experience. Now imagine you can do all of this with software where you can provide that fast, uber like experience so you know exactly when your tech is coming to the house. If you could see a photo of a tech in a bio and you know who is coming, that's what we want to create in Servicetitan. We want to be able to help contractors and give them the tools to enable them to provide excellent customer experience. So let me give you an example. Folks that are calling American Express, folks that are calling AT&T, every time I call American Express, every time I call AT&T, they say to me, hey, Ms. Lee, thanks for calling again. I appreciate your business. I see you've been with us since 2006. What can I do for you today? AT&T does this, American Express does this. I feel like they feel like I'm family and that's amazing. That's why I bring my business to them time and time again. We can create that similar feel for our technicians and our customers. Let's empower our techs to give them visual sales experience. They're hard working guys and being able to articulate the value of products and services isn't easy. That's why we created this mobile experience. You can hand over everything to your tech and give it to your customer and they can see pictures. Now I'm getting ahead of myself because I actually want to show you all of these cool features real quick. The first one I'd like to show you is the automated appointment reminder on your customer's iPhone. This will be rolled out in Q4, so in a couple weeks, right before January. So we'll get reminders from, from our library, from our dentist, when your food is ready to Order when you can pick up this or pick up that. We get notifications all the time. That's just the feedback that we're used to nowadays. I feel that people get this anxiety if they don't know exactly when something is coming. My Uber is coming in six minutes. My library book is due. My dentist appointment is tomorrow at 5pm it's that feedback that we have gotten and it's an anxiety. If we're having a stranger coming into our home, a tech, and we don't know anything about them, a husband is probably worried. Who is this person coming to our house? My wife's at home with our baby. Having a dispatch notification with the bio is our means for alleviating some of these anxieties by having the customer feel a little about, feel a little better knowing a little bit about the person who comes and services our home. Now, the cool thing to note is that text messages have a much higher open rate than emails. In fact, they have a 94 to 95% open rate. Emails. Honestly, nowadays we get emails from everywhere, so there's only about a 20 to 30% open rate. So as you can tell, it is three times higher to send a text message if you're looking for an open rate. So this is easier for the customer to see. Why not get these text messages and automated appointment reminders when your tech is on the way? We pride ourselves here at Servicetime in being forward thinking and anticipating our customer needs. And this is something that I think will revolutionize the industry. Just these appointment reminders and I'll tell you more, we call this kind of our customer communications portal. So not only are you getting these reminders, but you're also letting customers confirm, reschedule, cancel appointments through text messages. So this two way communication between your business, your customer, once again, this will be launched around Christmas time. So you can text your customer anytime you want. You can text all of them through Servicetitan. And all the text messages are logged in Service titan. So you'll be able to text from your computer. Everyone is experiencing this. Like I mentioned earlier, your dentist, your hair appointment. Well, we want to bring home services to that level. We have expectations to bring it up to that level. None of our competitors are doing this. None of them are anticipating your needs like we are. And so being able to enable, disable text email notifications, ability to send job reminder texts and emails, dispatch texts, including the text bio and photo, track the text arrival in Uber, those are all things we're really proud of. Next, I wanted to talk about the Visual price book. That's an amazing, amazing point for our text. It helps customers understand the value of the product with images and video. One of the lines of adding value is that texts are able to offer complementary products and services using these beautiful images and descriptions. We are all very visual creatures and this becomes another opportunity for us to actually upsell while keeping the customer engaged. You see on the, on the screen that we've got the same toilet. Yes, this is the same toilet, but you've got the first photo on the top left. That doesn't really give me any idea of how good the toilet actually looks and how modern of a toilet it is. In the right, top right, we'll see a very basic toilet. Bottom left, bottom right, you'll see a more upgraded bathroom with this toilet. So being able to see it in different settings helps me make a decision. As a homeowner myself, if I just saw the toilet in the top left, I would have said, I don't know this toilet. I don't think it will fit in my bathroom. But being able to see all the different options, the different scenes, that helps me make a decision. When we're talking to prospective customers and we hear their frustration about getting text to consistently offer memberships, we think with service taint, you can ensure that your techs are offering these huge, valuable, complementary services that are going to have a huge effect on the top line. Another thing I wanted to talk about is options. I remember Kenny said something like, options are a psychological necessity. And I have to completely agree. Offering customers multiple options that meet their needs is amazing. You'll be able to show them good, better, best, and more. So you can kind of change your price point around good, better, best and give the customer the impression that they are in control. They're confident in making a buying decision as opposed to feeling pressured by a sales pitch. Kenny also mentioned reiterating the benefits. Ms. Jones, I see you've picked option two. Tell me more. Why did you choose option two? What do you like most about option two? They are selling themselves at this point. They are reminding themselves about why they picked option two. So I thought that was something excellent that Kenny said, wanted to reiterate it because when you think about the psychology, you think about human behavior. Kenny, hit it on the dot. And we understand that here at Servicetitan, we try to tailor our product so that it really is able to maximize and we're able to support, support and encourage that kind of behavior. Also something that we do that's amazing is accept credit cards on the spot. So let me tell you, when it's a Friday before a long weekend and your tech is running to get home so that they can take a family road trip to Tahoe or something, he or she is probably not going to come to the office and drop off the check. They'll just say, okay, we'll do it Monday, we'll do it Tuesday, no worries. But honestly, what if it's end of the month and a long weekend? We don't want to wait for those checks to come in. And how often do the checks come to the office? Right. You know, I'm out here in la, we've got east la, we've got west la. Driving from East LA to West la or just driving in traffic in East LA or driving in traffic in west la. Let's get paid faster without worrying about checks bouncing or outstanding accounts. Let me tell you, it makes me uncomfortable to hold a couple thousand euros or a couple thousand Chinese renminbi in cash as I'm traveling. I can't imagine, let's say I'm doing a mainline install. Let's say I'm putting in a new ac. I can't imagine how it would make me feel or a technician feel holding on to a 4, 5, 8, 9, $10,000 check, leaving for the weekend or not getting an opportunity to stop by the office with credit cards. This alleviates a lot. You don't have to worry about checks balancing outstanding accounts. I absolutely love that. More so, something else that's super important is our integrating financing in just a few minutes. As a consumer, as a homeowner myself, I know that committing to a job like installing a brand new toilet comes with a high price tag. It's expensive, it's an investment. And a lot of homeowners are seeking financing for big jobs like that. In fact, 50% of all renovations over $5,000 are financed. And I learned this from Greensky Financing and this is our partner. We understand that traditional financing can be super paper heavy. It can be drawn out, which is why we've partnered with Greensky to make the process completely digital and a lot better for homeowners. So back in the day, you had to fill out paperwork. You have to wait. Not anymore. With this integration in Servicetitan, you're able to do it on the spot. So it'll pull information from the Service Titan dashboard so your customer doesn't have to re enter her name. My name is Mary Jones. My phone number is this, this and that. I live on this street. All that information is saved in there. Our Integration with Greensky allows folks to apply directly on the app. It's simple. Your tech hands over the tablet on the spot. The homeowner fills out all the information. It's pre populated, right? I was talking about that. With email, name, address, phone number, everything that's stored and servicing it actually saves a lot of time, believe it or not. And customers are happy. They don't have to re enter their name, their email. One of the other features that I am most excited about is we have this uber like function so customers can see where the tech is in real time, get an estimated time of arrival. With that said, it's such a benefit to know exactly when the tech is coming and what their name is. Makes for a better experience, less misappointments, less cancellations for you. Let's say I need to run an errand, the kids are sick. I need to pick up a Z pack at Walgreens. Let me get that done before the kids are here, before the tech hits here. I have eight minutes. Walgreens is right down the street. Knowing that my tech is coming in eight minutes, I have time to run to Walgreens, pick up that Z pack, pick up my daughter from daycare because she's feeling sick. There's fewer calls into the office, believe it or not, asking for updates, asking where the tech is. So your tech, I'm sorry, your office staff don't have to be okay, Your tech is here, your tech is there. We can use time to do other things, maybe do more of that billing, free up your office staff. We don't want them on the phone to answer these questions. When we can build an app, we can build some kind of technology behind it to answer those questions. There's other work to do to help grow your bottom line with service time. With these types of features, we want to free you up so you can do things like that. Something else that I'm really excited to share with you guys. And this is the last feature I promise because I know I'm feature excited, future happy. And I keep telling you about all these cool features, but this one I think is phenomenal to really drive the bottom line for your business. So reviews, let's be honest. When I look for a plumber, when I look for an electrician, I look on Yelp, I look for reviews. I want to know what this person has done. I want to know what people are saying about them. When all is said and done, when the job is completed, we are able to send text messages to your best customers asking for review to Share their experience and ultimately increase word of mouth marketing. Most reviews are sent via email. And we know before I shared earlier that email open rate is about 20 to 30%. So incredibly, incredibly low. But we can get the review now in front of your customers with a text message. Yes, that's right. In a matter of seconds, in less than a minute, you'll get a 90% open rate. Right? Everybody's on their phone, whether they're flipping through Instagram, flipping on Facebook, or FaceTiming Grandma for the holidays. We'll all see that, ping that notification up, and so you'll get a 90% open rate. And chances are that I'm going to be more likely to write a review the moment that I see it, while I'm in a good mood, while I'm still happy, while I'm still satisfied, while the momentum is still going. And chances are that getting a review are dropped significantly the longer you wait to do it, right? So people get busy, they deprioritize it. The feel good feelings have gone away, they're grateful and then they're appreciative of you. And then something else happened and they've diverted their attention to something else. So we don't want that. If you wait too long, the only people that are passionate enough to do it, funny enough, are the angry ones. And people will forget. And we don't want the angry customers to do it. Well, we do, but we don't want folks to bank on those reviews. We want you to get your positive reviews because you're working really hard. We understand that. We see that, which is why we have implemented this and we have coded this and we have built this as a company. Get your review within seconds, less than a minute. And this is coming in early January. All right, last slide. So I talked to my boss and I said, jim, there are these really great folks over at the Blue Collar Success Group. We've got some of their greatest members who are excited about really growing their business for the rest of 2016 and for all of 2017. What can we do to support them? These folks are hard working. They're working with Justin Deese, they're working with Kenny Chapman. Let's support them. I have a feeling that they are going to need a powerful and incredible dashboard. He said, madison, why don't you give them $500 off if they sign up for service time by the end of the year? I said, jim, that's incredibly generous of you, but this is the holiday season, okay? We want to go big. We want to welcome These folks into the family, we want them to have a great holiday break. We want them to not worry about their businesses, to be able to take a step back from a business operator to a business owner. Let's give them Service Titan for Christmas. Let's help them out here. He said, all right, Madison, what do you propose? I said, well, I think it's fair if we double that, Jim, I'm feeling generous. We are a generous company. Let's give them a minimum of a $1,000 credit if they sign up by the end of the year for Service Titan. Let's help them revolutionize their business, build new habits, get really excited and really blow it up for 2017. I believe 2017 is going to be the year. He said, all right, Madison, let's. I trust you. Let's do this. That's what I wanted to share with you guys today. If any of this resonates with you, please, please, please send us a quick message. In the questions box, say, I would like a demo. Give us your information. We have Reggie, our marketing manager, manning the questions box. Let us know if you have any questions. If you're interested in a demo, this is something we want to do for you. If you're interested in exponentially growing your business, you're interested in taking a step back as a business owner and not being a business operator where you can look at your phone, see how your business is doing from a 30 foot view, from a high level, let us know because we are ready to help you.

Fantastic. Thank you so much, Madison. That's wonderful. And that's what we're here to do, my friends. It's all about really, just, just making sure that you have the tools, the ability and do that. Jump in there and ask Reggie to sign you up and take a look at how they can help you out here. We teach the nuts and bolts of that client experience. But there's so much going on behind the scenes that Service Titan has brought to fruition in this marketplace that came out. I'm sitting here running through, walking. I'm so excited for my clients as I'm seeing all the things and Madison's rolling out and what's coming. That's what we know, those of us that have been around a minute. Like I said, I'm in my 24th year. Sometimes you get software companies that say, oh yeah, it's in the works, we're working on it. And sometimes you know what that means. But with Servicetide, and we're seeing them implement change, so here's what we're going to do. We're going to get to questions in just a minute. Any questions that you might have specifically about what we've talked today about ultimate client experience, about 12 steps about training team. But here's what we also know. If you're like most contractors, myself included, you want to be progressive, offer the best to your clients, be on top of the game. You want to keep up with technology, but yet it feels like a full time job. Oh my gosh. I mean think about it. We've been here together for almost an hour and I think two new apps have come out in the last hour. Right. Frustrated when competition, oh man, they got me. They started doing that. They rolled out something that's beating me and that's so frustrating. Return on investment, every decision, oh my gosh, look around our industry. How many shows there are, how many organizations there are, how many places you can get information and different things. But what about your return on investment? And you're probably tired of throwing money around and going, you know what, I'm wasting my time. Well, that's why I created Sales and Marketing Intensive and that's why with Service Titan because they are such a great partner of ours and they are helping us out with this. 2017 Samyon Scottsdale 1.19.20 I'm going to answer your questions in just a minute, but bear with me here. We've got two full days all focused on sales and marketing. This isn't fluff, this isn't, oh, I'm going to go over here and do this or learn about this thing. This is about sales and this is about marketing and it's about leveraging the mobile movement. Seven leading experts in the industry, out of the industry, the peers that really have the better conversations, right? There's always the meeting after the meeting. We want the right conversations taking place with personal connections, top partners. Here's the deal. Because of Service Titan we're willing to offer you $500 off a full ticket until Friday. Use this code Sammy webinar when you go to to this event. Place samyevent.com and use that Sami webinar as a promo code and you're going to be able to hook up with us. See Service Titan live, do your demo before the end of the year. Don't miss out on what Madison's talking about. But we want to see you in January. That's how you're going to make your 2017 the very best. Go to samyevent.com, learn more about it. Let us know if you have any questions or we can help you. Let Madison and Reggie know the questions that you have for service titan, how they can help serve you all those types of things. And I'm open to answering any questions that might have come up during this period. Now, Madison and Reggie. Fantastic.

Awesome. So Amanda of AirServ had a quick question. She said, will these text messages be triggered by hitting the dispatch button? Or is it the same? Or do you hit the bio email? Will this be triggered by something different or manually sent? So, Amanda, how this works is that you hit the dispatch button. Yes. That's just one button. And then all of the text messages are triggered. So we want to make it as simple as possible for you. So that's just hitting one button and then everything is triggered automatically. Isn't that easy? All right, let's see if there's any more questions. Kenny, Joey Suarez has a question. I was at Sami last year and was looking forward to this year, but I'm not going to be able to make it. Will you be simulcasting? I presume that means live streaming.

Okay. Well, Joey, that's a. Great minds think alike and I have to defer to my team. I know it's something that's on the table. We will be doing a lot of Facebook live if we don't live cast the entire event, but definitely stay tuned. And you'll have to hit me up offline as to what are you thinking scheduling something during this time. You should be there, man. It's all good. Excellent. Thank you.

Awesome. Well, I don't see any more questions, Kenny, so you've done such a great job that everyone is just busy taking notes and you've anticipated all of their questions.

Fantastic. Well, thank you so much, Madison. I appreciate the opportunity to spend some time with you and help provide value to our friends out there doing the best they can. I really appreciate the opportunity to be with you here today.

Thank you so much, Kenny. We really appreciate your expertise and are super pumped about Sami. Grateful to you.

Very good. We'll talk to you soon. Thank you so much.

Have a good day, everyone. Thanks for joining us.

Thank you.

Bye.