Follow Up To Book More Moves

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It's Louis Massaro. And welcome to another episode of the Moving Mastery Podcast.

Hey, hey, hey. What's up, guys? It is Monday.

And you know the leads should be coming in today, right? You come in on a Monday, you've got a lot of leads in the pipeline, right? Maybe you're closed on Sundays, right? Maybe Saturday you close early. So Monday, there's usually an influx of leads, right? So what leads are you gonna call right away when you get in on Monday? Pardon the T shirt, by the way. I just stopped by the office and wanted to make sure that I went live for you guys today. Because you know what? Monday's a big, big day for sales. And I want to make sure that you're doing the follow up that you need to do. Because there's not only, you know, if you're getting phone calls, if you're getting leads to your website, all right.

Emails, live chat, however your customers are coming in the door, the follow up is key, right? When you're calling them back from the first time that you receive that lead, right? What is that time frame? Are you calling them back immediately? Right? Are you getting to those leads within five minutes or, you know, it's, it's, you know, it's almost like 5:20 on the east coast right now. And do you still have potential customers that are sitting in your inbox, potential customers that are sitting in your voicemail, potential customers that are sitting in your CRM to that need a phone call, that need an email, that need a text message, that need you to leave a voicemail for them, right? So I can tell you that Monday's a strong, strong day. You know, I don't have to tell you that Monday's a strong day on the phone. And if you guys are with me right now, let me know, put a comment down below. I want to let you know, you know, I want to know what you're thinking about Mondays and sales and how busy it is for your moving company on the phones. I mean, the phones should be ringing today, the leads should be coming in. And you know where I see a lot of moving companies make, you know, I don't want to call it a mistake because if you don't know something, you know it's not necessarily a mistake, right? If you know something and you know better, but then you do it, you know how you're not necessarily supposed to do it, then it's a mistake, right? So I don't want to call it a mistake, but by not understanding the follow up process for when you Get a new lead for after you give a customer a quote, right? Think about all the people maybe last week that you gave a quote to and have you followed up with them, how many times, you know when, by what method, right? Have you, have you called them, have you left them a voicemail, email, text? If you're going out there and you're doing on site estimates or you're going out there and you are spending time on the phone with these people, right, Going through their inventory, talking to them about what they have given them an estimate, that's not the end of it. You can't take the approach of, you know what, if the customer wants to move with me, they'll call me back, right? If the customer wants to move with me, they'll call me back or they'll email me back. That's not how it works. And you have to get over this fear that a lot of people have. You know what, I don't want to be a pest. I don't want to annoy people by following up with them. I don't want to annoy people by sending them an email after I spoke with them and they told me they were going to call me back, right? Because people love to be sold. They just don't like to be pressured. Okay? So there's a difference in how you approach this. I mean, those of you who are in Moving Sales Academy, the online course, or you've been to the Moving Sales Academy live seminar, you know that the follow up process is all about doing it in a way where you have a reason for why you're calling. First of all, you're not just calling and saying, hey, you ready to move yet? Are you ready to book that move that we talked about? You have a clear reason on why you're following up with them, right? Again, if you're just jumping on, we're talking about follow up and there's two main types of follow up. There's the follow up for new leads, right? New customers that come in that you have not spoke to yet, that you have not booked yet, you haven't even given them an estimate. And then there's estimate follow up after you give a customer an estimate, right? Whether it's over the phone or whether it's an on site. What's that process like? And I'm coming to you live today because it's Monday and it's January, which is typically not a busy time for moving companies. But my question to you is, how many leads do you have sitting in your CRM? How many Leads do you have in your inbox or in Yelp or HomeAdvisor or Angie's List or wherever your leads are coming in, wherever you have them gathered, are there still some sitting there right now? Right? And if there are, you need to get on the phone with them right now. Right? Right now. You don't have to finish watching this. Like go watch, go find those leads and call those customers now. It'll make a huge, huge impact on your business. And remember, you're not being a pest, right? You don't have to be salesy. It's not about being salesy, it's about being of value. Customers want someone to come grab them by the hand and lead them to the right decision. They want the professional to lead them to the right decision. If you go to the store and you walk in and you don't know anything about where you're at, right? If you're trying to buy something, you want someone to kind of, you know, takes you by the hand and goes, hey, this is really what you need. Let me show you your options. But this is what I would go with. And for me, when I'm at a store and someone does that for me, I'm like, okay, great, thanks. Right? And I'm buying. You're the professional, okay? So don't fear being a pest. Now, you're only a pest if you're calling customers back and you're, you know, hey, listen, we spoke yesterday and you know, are you ready to book your move or what? Like that's being a pest, right? But if you call them with a clear reason, right? Again, if you're in Moving Sales Academy, I don't have to tell you, I see some of you here in the chat role. What's up guys that I know are in the program or been to the seminar and you know the follow up process, you know exactly what to say and if you're watching this and you want to know exactly what to say to customers, you need to come to Moving Sales Academy. Alright? If you want to know when you call them back, what to say when you call them back, how many times you should call them back, and exactly when you need to come to Moving Sales Academy. It's really that simple. But if you have leads right now that are sitting there, you need to go follow up with them. If you have given an estimate today.

You went out and did an on site, you spoke to somebody over the phone, did you call them back today.

To follow up with them or are you waiting for them to call you back? Do you have it on the calendar or as a set, as a follow up in your CRM to call them back tomorrow? If not, you need to, you know, the days of saying, you know, I'm gonna wait for the customer to call me back.

It doesn't, doesn't work. It doesn't work. You know, back in the day maybe, you know, when there was yellow page ads and you had a big ad and you were sitting there and you know, there wasn't much competition, but right now you've got to be following up. You've got to be following up on the new leads and you've got to be following up on the people that you've given an estimate to. That's a huge, huge, huge way that moving companies are dropping the ball, but also an opportunity for tremendous growth, right? Because if you think about the money you're spending in marketing, you think about the work you put into going out there every day and doing an excellent job for your customers, right? That's part of your marketing. The money you spend in ensuring quality of moves is essentially marketing, right? Because you want to make sure that you're getting repeat and referral customers. So all this effort that you're putting in to, really all you're doing is getting a phone to ring, right? All you're doing is getting a lead to your website. But what do you do when you get that information? You need to be following up. So those of you that have sales teams, if you're not spending time today, alright? And I realize it's 5:30 on the east coast, but before you go home, you need to look in your CRM and you need to see.

Is your team following up with the leads that they have, right? If you're a solopreneur, if you're, you know, one man show, are you following up with the leads you have? Alright? It's crucial. Too many people spend all kinds of money getting new leads, right? They say, you know what, let me go buy more leads. They think that's the answer to more sales. And it's not. You're just pouring more money into what I call a leaky bucket, right? Your sales process is like a bucket and all the money you're spending to pour more leads and more marketing in there, right? If you've got gaps and you've got holes in that bucket, all that money's just coming out of the bottom, right? So the key is you got to go plug those up and you do that partially with your follow up process, right? So let's see I got some comments here. What's up, Jordan? I'll call you back. It's just the customer's way of getting off the phone follow up and show genuine concern. And it'll nail the job. Absolutely, absolutely. I mean, that's, that's 100% right? What's up, Anthony? Rami. What's up, Rami? Lazar, Ruby, Good to see you guys.

Listen, if you know this already, and I see some names, I know you guys know this already. This is like my reminder on a Monday. All right? I'm trying to walk into your life. I'm trying to walk into your office right now and say, hey, look where the leads. Where are those customers that we quoted last week? What are we doing to call them back today? Right? And if you don't have the sales team to do it or they're busy calling new leads, what are you doing? Right? Get off the social media right now and go follow up with those leads. Right? I want you to do that more than I want you to sit here and listen to what I have to say. You could watch this later on the replay, right? You've got to be following up. It's day by day. Let me ask you a question. Let me ask you a really, really, really great question that just puts it all in perspective.

If you spend a little extra time on follow up, okay? Just you, one person, right? Or if you don't sell anymore, you're beyond that and you have a team, let's just pick one of your salespeople and they spent more time on follow up each day. You think they could book one extra job a day? One extra job? Yeah. Everybody you talk to says yes. Unless they're going full on ham and just crushing every single one of them, they're gonna say yes. So let's, let's look at what that is. I got the calculator here. We've got one extra job a day. Let's just assume 22 work days in a month, right? Let's not even say 30 days out of a month. Let's just say 22 work days out of a month. And your average. Let's say we're talking about local moves only, right? We're just talking about one person stepping up their follow up game. One person to book one extra job a day. All right, so let's see what that would be. That, let's say 850, okay? So we want one of those a day. That's your average local job. And if your average local is much lower than that, you probably need to raise your prices. All right, we'll get to that later. But times 22 days, I don't know if you can see that there, but that's 18,700. Okay. A month. That's one person being more proactive with their followers. Times this by 12 for the year.

$224,000. Alright. You know, people think that they have to make this drastic, drastic change and overhaul their business. You start following up with your leads, you, you start having the right things to say to them with the sales scripts. Right? To where, you know, a lot of people think, you know, but Louis, you know, you're a great salesman. And you know, my team's not really that great or that's not my forte. I'm more of an operations person. And you know what? I don't believe that. I believe that what makes great salespeople, great salespeople is that they just know what to say, right? They just know what to say. So all you have to do is lay out what to say, right? Build out your scripts, tell your teams. This is what I want you to say, right? Customer says, you know, I need to speak to my husband. Our move date isn't secure yet. We still have, you know, the closings up in the air. We don't know exactly when it's going to be. It doesn't take a great salesperson to, to turn that around and turn it into a book job. All it takes is knowing what to say. So they have the sales scripts right now. They have rebuttals. So the rebuttal is basically, you know, a response to everything that a customer says. We're not ready to move, right? I need to speak to my husband. You need to have a response in writing for everybody on your team. Okay? Let me know who's doing this. I want to see, I want to make sure that this is making sense to you guys. I mean, who out there has their sales scripts in place, is doing rebuttals or at least sees the importance of this, sees the importance of making sure that, you know, you have a response for all that. It's super easy, right? If they have the response there in front of them and they know what to say, you start booking more customers, right? We just talked about adding 225,000 a year just by implement some additional follow up, right? What happens when you start adding a strong sales script where you're painting that picture for the customer and you're not just giving them bullet points, but you're leading them to the sale, right? What happens Then what happens when the customer say, yeah, I need to think about it. But you're able to turn that conversation around into a booked move, right? So think about this. I want you to take your booking percentage, I want you to look at where you are today. Meaning if you get 100 leads and you book 10 of them, right? That means you're at 10% booking, right? And I want you to add, I want you to go from 10% booking to 5, 15% booking, right? Nothing crazy. We're not talking about doubling your sales, we're not talking about anything like that. We're just talking about going from, you know, 10% to 15% or maybe you're 15% going from 15% to, to 20%. And when I talk about booking percentage, we're not talking about how many jobs you quote versus how many you book, right? Because that's just, you know, that's not an accurate number. Because you're buying leads as a moving company owner, you're paying for those leads. If you don't own the company, realize somebody's paying for those leads. So the booking percentage needs to be off the total leads received, not just the quotes that you are able to give. Because sometimes you're not able to give quotes because you haven't got to that lead quick enough. You didn't follow up enough to get them on the phone, right? So it's going to waste a lot of salespeople. Be like, yeah, I'm at, you know, 60, 70% of what? Of the jobs that you go out and quote. Okay, yes, maybe, but what about all the leads that you're getting, right? So what I want you to do is take a look at where you're at, what your booking percentage is now, and then add 5% to that, right? Not add 5. If it's 10, add it, go up to 15, if it's 15, go up to 20. And say, you know, what if we added some things in place? First of all, if we trained, if we found the right salespeople, okay? Which we teach you how to do it. Moving Sales Academy Live. Alright, there's a link in the bio, there's a link right here. Click on that. All the information's there. You learn how to hire the right sales team, how to train them properly, not just sit them next to someone and say, watch Tommy. See what he does for a couple of days and then we'll put you on the phone. I mean, listen, that's how I did it at first too, you know, I get it, right? I'm Not, I'm not blaming you or want to make you feel bad about the way things are done. I'm just trying to show you there's a better way. That's it. That's all I'm trying to like, I'm not knocking anybody for the way you do things. I'm just saying, hey, look, there could be a better way. Let me show you how to do it right? But when you know how to hire them, you know how to train them, you know how to sit them down with a script where they know what to say, sit them down with the rebuttals to overcome any objection that a customer might have, and then you give them your process, not a suggestion, your process for follow up. Right? In other words, after you get off the phone, this is your first follow up, then this is your second follow up. Meaning you tell them exactly when to do it, what to say each and every time and what modality to use to contact the customer. Meaning phone, text, email, voicemail. When you give them that, you create a sales machine. Period. Right? That's what you start to create. That's what we're gonna help you create at Moving Sales Academy Live. If you guys aren't registered yet, I'm telling you, don't miss this time, don't miss this one because you know the last one, last three sold out. This one's gonna be huge, right? So it's not all sales. We talk about sales, we go into operations, we go into marketing. I teach you how to be the CEO of your business to where you're not working every day in your business, but you're working on your business and doing things that are making you money. Not just, you know, it's not just about booking jobs, right? We show you how to, how to bring the jobs in profitably because you're not spending all this excess money on marketing that you don't need to be spending because there's holes in the bucket that we need to plug up, right? Come to Moving Sales Academy, click on the link. Here's the message of this whole live is that It's Monday, it's 3:40 here in Arizona. Alright, so it's 5:40 on the east coast. If you're already home for the day, go in your CRM, go in your emails, find five customers to follow up with that you would not have normally followed up with. Alright, I'll be live again this week. Let me know your response on that, Let me know how many extra jobs you were able to book. Start getting your team in line with their follow ups. That's it. The more contact you're able to make with your customers and the clear reason you have for calling them. If you don't want to be a pest. I know that's a fear of a lot of people and I don't. I don't want to be a pest. That's why you have to have exactly what to say for your sales team in your follow up process. All right, let's see. I got. Let's get some questions. What's up, J.D. i book more. More on follow ups than I do on the first contact. Absolutely. What's up, D? Thomas, what's going on?

All right. What. What marketing companies do you guys use? Thomas, you know what? We'll talk about marketing. I'll get on marketing this week.

We're gonna jump on that because that's important. And if you're asking about a marketing company, maybe you need. Maybe you mean lead sources and stuff like that or places to get marketing. You don't need someone to handle your marketing. All right, I'm gonna teach you how to do that. A matter of fact, I'll go live tomorrow. Yeah, I'm a go live tomorrow. We'll jump on marketing. All right, we'll jump into that. I'll see you guys tomorrow. We'll go live on some marketing stuff. Thanks for being here. Here. Talk to you later.

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