Copilot Mastermind 03/24/2025

Ladies and gentlemen, boys and girls, welcome to another co pilot Mastermind. We have 30 questions submitted today, so it's going to be a marathon Monday. Usually I do these on the weekend. However, this past weekend was full of long nate, long nights and short sleeps. But we were able to deploy the estimates modern version of the customer portal. Massive shout out to the team.

Even today we added more team members. In terms of design, there's just a lot going on. I want to say a massive thank you to them. I've specifically thanked them already on our end, but just a huge debt of gratitude that I have to them and the amount of effort that went into this. Now you might be saying, well, we only really tackled the estimates portion of the customer portal and kind of uplifted that like we thought we were going to do the whole customer portal. We will eventually get to the whole customer portal in terms of the dashboard and the other pages, there's a whole, you know, the whole side menu. We're going to make it look better down the road, etc. However, the reason that this is such a big release and it is underestimated for the size and scope of it is because a lot of the release, I would say 75% of it, kind of like an iceberg is all underneath the water, you can't see it. And it has mostly do with how Stripe interacts with Copilot. We completely rebuilt the integration. It's much more solid, it's much more secure. And furthermore, when you go into your Stripe account, you now get more information. You get the name of the customer if you go to Details up at the top right hand corner now you get their address instead of just their email. And as a guest user, so, so good, so good. And then we were able to bring all the card information and payment information from your previous accounts in, which was a big hurdle for the technical team to make sure that everything came across. And so I know there are a few little hiccups here and there that they're working through this week, but they will do that. And they've just been around the clock even today as little things pop up and edge cases come up. They've been super responsive and just very thankful to them. And that was our first big release as a team since really level setting and resetting and upgrading the team over the past 12, 15 months. And so they will only get better, they will only get faster, they only get smoother. And so thank you to everyone, thank you to the customer advisory board for their feedback on what we did with the estimates. Thank you for their feedback on what is coming with the Fieldforce mobile app and the minimum viable product that will go out for that later this summer. I'm really looking forward to it and I appreciate it tremendously. So if you haven't seen it already, make sure you check the Facebook group. It's also going to be in your email inbox and it's already been sent to your email on Monday with an update video showing you through seeing estimate declined reasons, being able to see why customers are declining estimates and being able to filter that down now we're getting a lot of good feedback. Even more so now. The one thing I want to point out that you might not see very much is send copy. Like if you go to an estimate, go copy link. Like go send and then copy link. Send that to yourself and then open it on a mobile device. The mobile version of the customer portal and specifically estimates that we've been working on. Looks great. Really, really good. The way that the windows interact. Very, very, very well done. The ability to be able to accept as you scroll down the estimate, the ability to be able to pull up the different windows. It's very intuitive, it's very well designed. So definitely check it on mobile device. I genuinely believe this is something that is difficult to know right now, but I generally believe across the board this update alone will increase close ratios by between 4 and 7% just based upon the amount of people that click on Accept. They put the deposit threshold in the past and they put their car information and they forget to go click Accept. That sort of workflow in the past just being nice smooth as it should be now it's all much more streamlined and those are the type of little things that was taken into consideration that the accept button changing based upon whether the card there's a card on file ready based upon whether or not there's a pause that's required. Just so many little things and I genuinely believe it's going to have a huge impact and you having a second chance to win the estimate by knowing what the estimate was declined for. Super valuable. So let's go ahead and jump in today though. This is the mastermind. I just wanted to kind of preface all of that. Definitely watch the demo, send yourself a link and enjoy it. All right, let's jump in. I think I scrolled down this one halfway. Or Is this the first one? Yeah, first of 30, 30 questions here on the copilot Mastermind. I think that's a record.

Let's go ahead and jump in. Let me Go ahead and make this a little smaller. There we go.

Here we go. Let's lock in. First one is from.

Mike from Blackbeard Lawn Care. I love the idea of putting prices on our website for mowing and plowing, but the size ranges on lawns and driveways is huge. In my area, for instance, our smallest lawn is 2000 square feet and our largest is 200,000. Driveways range from 42ft long to 1500ft long. We have a complicated formula for pricing snow plowing and we compare similar lawns to get the timing correct for mowing prices. Mowing pricing is exasperated further by the train. In our area, for example, 20,000 square feet from one customer takes 0.45 hours, another takes 0.97 hours. So we couldn't price by size accurately. Is there a solution I'm missing other than drive by estimates? We can do satellite most of the time as we know the area very well but it's not instant pricing like you are suggesting. Alright, so a couple things.

They first say that doing over the phone estimates is a huge step up from doing drive by estimates. Drive by estimates are a huge step up from doing in person estimates where you talk to every customer for an hour. So you're already significantly down the path in terms of systemization and optimization. So don't beat yourself up too much if you're not going to take it all the way to instant pricing. I will say this. Yes, your smallest is 2,000 and your largest is 200,000. But where 80% of your customers, I would happen to believe that 80% of your customers are between 5,000 as let's call it 40,000 or 50,000. And so my question is could I do pricing to them but then have an option for anyone else that's outside of those ranges to be able to get a pricing in person to be able to save myself 80% of my time. And so that's when we like our small, medium and large. I'm not going after the edge cases that are like super large because it's a small percentage of my customers and I just have it where like I will do an in person estimate for them. And so I'm trying to capture 80% of my customers and not have to go to them at all, not have to pay for an admin to answer the phone. Like if you can just reduce the the drive time of drive by estimates and your time going out and doing the estimate but also not need an admin person to be reactive on the phone call and they're sitting around waiting for a phone to ring all day and it doesn't cost you a single penny more to have the instant pricing. We have a win. We have a win on our hand, boys and girls. So I understand this pricing variability, but if I can, if I can get on the property, the very worst thing that happens is that you change the price, right? So play it out right. Like what's the worst thing that happens? The first mow or the first plow? You get it wrong your first visit, we are going to charge by the minute anyways. So we're going to take our time to get it up to standards. For example, if it's mowing, we're going to edge. We're going to double cut if we have to. We're going to do everything possible to get it dialed in. If the pricing that we have given is way off, like there's hills and mountains.