Mike Minutes Mastermind 03/11/2024

Hello, guess the nation. Happy Monday.

Let's rock and roll here. Just get this into Facebook.

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Why is this still not showing up?

Okay, this is not going to load for us today. What in the world? Facebook.

Okay. All right. I'm going to continue on without Facebook. I apologize. It's not loading. Okay.

Let'S jump into here.

Why?

Okay, I forgot that. All right. Facebook. Sorry, you're not getting the link today.

Okay, let's get started now. We wasted a minute trying to figure that out.

Questions? Yesterday was the first day for commands and reopen on Sundays.

Or basic service. So any handoffs for Macs estimate request forms? Basic service only. Those are being managed yesterday. So that's fantastic. Includes instant quotes going in from your site, etc. All right, first question is from Nick Denelzbeck for Cordoba, Tennessee.

Oh, I need to make a note. Need to respond to Kevin.

I guess I can tell you now. Kevin Fairburn. I am going to plan to be there at the Memphis meetup. Let's go. So I will text you though. All right. Copilot really needs a confirmation question. Are you sure you want to leave this page before saving when you adding an estimate? I was just typing into a landscaping estimate on the desktop and accidentally clicked on time tracking to see something and lost my progress.

All right.

I would agree with this premise. I know I will make some people mad because they hate clicking, but I agree if you are editing an estimate, you probably have a some sort of stopgap. One second here.

Let me add to this Augusta list here.

I'm going to call it.

Leaving page warning when.

Editing invoice or estimate.

Really, it's like any sort of progress on a page that's gonna be tough to track without slowing down the site because technically like editing and automation, you don't want it. I'll just put notes in here.

Yeah, if you're adding an automation, same thing is true. Like you don't want to accidentally click out without saving.

So when editing unsaved changes. Okay, duly noted, sir. Nick. Thank you.

Number two, Papa Pain. When customers cars decline for mowing, we call email and text saying their service is going paused until they pay. We out this. I think you mean put. We put this in the call notes on Copilot. Then the customer called in to pay his balance and his service wasn't restarted and he wasn't asked if he wants to restart the service. Connect team told me the command center policy is only to restart the service if they ask. See my screenshot and Tell me if they agree how I think this situation be handled. Today we had a pissed off customer. All my guys are done for the week on Thursday. Now I'm bringing one guy to MO on Saturday. One yard to keep a customer because command couldn't ask if if you would like a service restart and make it to do for the office. Got it.

Viewing this. Okay, so listen to the call. And Bruce never asked to restart services. He only inquired if he had if we had received payment.

Got it.

I sent a reminder. Someone calls group. Oh, I see what happened. Cool. So he didn't call in to take payment. Basically what happened is he made the payment, called into to confirm that it went through.

Got it. Okay, I know Liz will see this and she will make note that if someone calls in to say, hey, did you get a payment? To actually pretend as if they took a payment. Because in this case, if they would have called and say, hey, I want to pay over the phone type situation, that would have been the normal process. But in this case it sounds like he's confirming to see if we had received it. So we probably opened up the account. Yes, we got it. Thank you very much. And did not think, oh, we just paid an overdue invoice and we should check and see if it needs to be restarted. So I know Liz watched this. She will put this in the next team meeting. Great point. And.

Yeah, obviously if someone is calling in to confirm a payment, we should be treating as if it is like regular because like otherwise what would happen to be call note come in, they'd be putting call notes like, hey, this person called in, they left a.

Made a payment. Then to be more logical for them to probably follow. Okay, now I'm going to see if there's a pause service. But in this case he was just calling to confirm that the payment went through in the client portal. However, that is not good. So I agree and I know Liz will take action on this after seeing this to ensure that process is the same as if they called in to actually make a payment. Kevin from Bloomingdale, New Jersey, if I were to bill weekly, could I just charge the card after every service and just send a receipt at the end of the month or would I need to send them a receipt every time I charge the card, trying to deduce how many emails they're getting?

You could do this.

You're going to have multiple invoices though, unless you manually charge their card. I could get a little messy because you're going to have invoices that are paid, then you're going to add to it, then you're going to have another pay. Like that might get a little bit messy. Honestly, Kevin, unless you're doing manually, you're literally charging their car like, okay, every single day. You just basically be charging their card for the amount that is owed. And at the end of the month it'd be good. But even with things like taxes, making sure that all reconciles out correctly, especially if, like, if you have like 8.5%, it might be off by a couple pennies by the end of the month because of rounding. So that'd be something to think about.

I think if you're going to charge someone every single week or I. E. Every single service, I would probably have separate invoices for those. Otherwise it's going to be extremely confusing when they call in or they have questions about their account because they're going to see all these payments, but then one invoice and those are going to be manual payments for specific services. It could get confusing. If I actually had some time to think about, I could probably come with a better answer for this to make this work. But as I see it right now, Kevin, you're saying to charge their card every single day, but then send them one paid invoice at the end of the end of the month. Give me two seconds here.

The only way I'm currently thinking without spending some time on this is that you are going to manually charge them every single day, not send them the paid invoice receipt. Or you're gonna have multiple invoices that you send them at the end of the month. You could do that too.

If someone else has a better idea, feel free to put it in comments. I'm sure there's a way to do this, but you just want to be careful with adding manual payments to one invoice or having a whole bunch of invoices and only sending them one at the end of the month. I think there's rounding issues that could happen if you're doing it into one invoice with taxes, if you have taxes in your state, and then also making sure it's very clean on the client portal as well as for command center. For the customer. And for command center to understand what you're doing would be important because typically when an invoice is paid, it's completed like it's done, it's rare that you open up the invoice again, add more services to it, make it paid, then it's complete again, and you take it back so you Might want to just be careful of that. That'd be my only precaution.

Joel from Lafayette, have you been able to collect the data on the percentage of inbound calls for estimate for each category, estimate scheduling, billing. Oh, yeah, yeah, yeah. I was actually looking at. Right before I got on the call. Do I still have it pulled up, though, is the question. Yeah, I think I have a couple of these. And I even took screenshots. Let's go here, I'll share this. Which one is it? Sorry, give me one second here. I think I have to open these up. Okay, now I should be able to see them. Okay, so this is.

Okay. Calls over time. You can see in September when we started, obviously we slowed down and going into the winter, and now we're picking up as we head into spring rush. I anticipate this to almost double as we go into spring rush. You can see here in the bottom. So when it says estimate, that basically cancels the handoff. There's no handoff required. So that's the majority of calls. Then you have handoff deflection. So that's usually when they're like, hey, I want to talk to an agent. I want to talk to a person. I want to talk to human. Any sort of questioning whatsoever. Because remember, we tell them now that we are a virtual agent if they ask for a callback. This is one that typically happens after hours. If it's customer service related, says, hey, could you just give me a call back? We take the information, we're good to go. Then you got, what do you offer? Like, what services do you offer as another estimate type? And that is usually when they are.

Asking specific questions about the estimate. Then you have who are you? Careers. Here's a breakdown if you. If you're interested there. So there's that. I have one other screenshot I took this morning. Let's see what it is. One second.

I remember correctly. It's the deflection one. Yeah. So this is the handoff reason. So this is basically the reasons why Max cannot do certain things. And he will hand it off to like. Let me get you to that department. So estimate canceling. So if they're canceling an estimate or they have an estimate question, if they have question about their invoices, if they like to speak to a certain department, they'll say, okay, we want to. I want to speak to someone about my invoice. I want to speak to someone about whatever. I want to speak to someone. Then you have complaints. You have a loop. So the loop is we make sure that they never get like reintroduced to Max because we can't hear them. Like there's any sort of confusion on Mac's perspective, we're going to hand it off. And so that's what we consider the loop. So when we go into. I think it's next week, actually, I'm meeting with engineers and going over.

They'Re going to be at command center and like listening, going over, like what exactly we need for the connection with Copilot down the road. So that way what we're looking at is, okay, which of these can we handle? So, for example, can we handle invoices? Can we handle payments? Can we handle questions about an estimate? Can we handle canceling an estimate or refusing an estimate? These are the type of things that we will take a look at first to be able to have the most impact once we connect Copilot and Max on the phone.

All right.

This is from no one. To be clear, if I want to market to existing or non existing mowing customers, I need to add a mowing tag to current mowing clients. Not if they're on the schedule. Because then you can just filter by scheduled recurring from the client's thing. So just the filtered, you have.

Their recurring customer that's on the schedule. You can filter by that. If you want to only target people that have ever done mowing with you.

Can you do it by service yet? One second. Let me see here. Add a filter.

Service date range. Then I would use service date range in that case. So service date range. You could do that. There's service scheduled, but I'm guessing you're probably looking for recurring scheduled.

As a filter for that one.

All right, fantastic. Boom. You got another question I think came in one second.

Oh, we have questions from YouTube. Look at that. All right, this is from Mike Cooper. Could we start directing them to the client portal so they can see all the receipts and not sending them an invoice? You could, you could.

I don't think people will just call in. They just will. They'll take the path of least resistance. They will not go. They. They just do. That's why we see a spike at the. On the first three days of every month of calls at command centers, people, when they see a charge in their card, they haven't looked at their invoice. That literally came in the email. They'll just call if they have a question about it. So my, my only concern would be that.

But you could absolutely do that. Could we start directing them to the client portal so they can see all, yeah, you could do that. You could do that a hundred percent. It's just a matter of, you know, if you're concerned about, hey, I want to charge them every week, but I don't want to have people cancel or et cetera. Totally. They're going to see the payments on their credit card statement still four or five times a month. But you avoid the email. Right. So totally fine. Though I wouldn't be opposed to that. You're just going to have more questions because people, they'll be like, well, why did I get charged this time, five times last month versus four times. Like, they're going to have a lot more questions, but it might be worth that one out of 10 people that are going to call in. So you don't have to send an email every single month that's valid. You're probably going to have a few more times where people, you might have to give a refund because they didn't get their invoice paid invoice receipt every single week. And you're four weeks into the month and they're like, I moved three weeks ago and I don't want service. So that could be a potential issue. But again, you could do this. You just. Just realize you can have a little bit more customer service things to deal with, which is totally fine. Is there a way to duplicate or create new email templates? This is probably. Honestly, Mike, this is a good point. This is probably the way to answer the question previously. Probably the way I do it. Honestly, if you're wanting to charge them every single week but not invoice them, I'd probably just make this my policy and then it just follows the exact same system. Everything. Like the invoices would still be inside of Copilot. So if someone called in, it'd be super smooth and they could go to the client portal.

Not a bad option, honestly. Because if. If Command syndicates a call and someone's like, hey, I want to see my. They can quickly just send them a link, like literally by text or email really quickly. That's what's nice in Copa. You can just like send a link and they could send it directly to them instead of even having to, like go through the email, like sending the actual invoice and the paid invoice receipt. Just, they can send them a link really fast. So.

Is there a way to duplicate or create new email templates within Copilot? Not sure if I'm missing something or if this is not a feature. Yeah, this is. This is on the list. Especially if you're trying to do, recreate second and third locations. This is a bit of a pain in the butt, and that is recreating email templates that you've created. So I do have it on the list. It will be probably done later this year, though, so it is on the list. It's just a matter of, like, a button to duplicate templates. Right. So I do have that. There was two or three of our owners that requested that earlier this year when they had their. They're getting their secondary location started up and, like, hey, I have all these, like, custom templates I built. I gotta, like, copy and paste every single one, which is a bit of a pain in the butt. So, yes, we have that on the list for Augusta. All right, fantastic. I hope you have a fantastic week. Looking forward to it. And we do have new owners in town this week for training, and so my masterminds might be a little more scattered in terms of time, but I'll make sure I get them in and appreciate all of you. Take care.