Mike Minutes Mastermind 04/28/2025

Hello everyone. Hope you're doing good. Let's go ahead and get started. We're on the turnaround show and so I am going to record this and then send it out after in case while we're driving I lose connection. I'll just be able to stop wherever we're at and continue and pick up where we leave off. So we'll jump right into questions and get started.

First one up is from Mr. Anonymous.

I submitted 25k to Jakarta and they took it on my account. Is it possible to submit more money after the initial withdrawal has already been completed? I was willing to add in more money. Yes. You can just. You need to communicate with Lindsey so it is likely you got a signature document from her. I did this the other day, but I'll put it in here again. Here's your email. It is in the YouTube comments.

If you would like to do just any sort of communication around that, reach out to her and she can fill you in. So that's Lindsey. She's the head of operations at Copilot and she can help you with that if needs be. Next up from Mr. Anonymous. Just curious, do the agents at command center read everything that's on the estimates that are sent out? We have a strict weekly policy from April until June and for some reason Command center is letting customers sign up for weekly biweekly in the spring. And now we have customers that are upset and requesting sooner services than what they would get under biweekly service because lawns are growing like crazy and somehow they got scheduled for bi weekly mowing when they should be weekly. It's frustrating to say the least. So remember that the quote is created like the actual estimate notes. They're gonna be seen after the pricing is being given. Like that's going through. So it's not guaranteed there.

There's a few other places. So for example, someone could get in through instant pricing from your website. That's one way they can get through.

Another way they can get through is if the door hangers, you're good door hangers or anything like that, they potentially could have accepted that way. I know there's a better place to put it than on the estimate notes. So because my locations we do the same thing from. Is it April, May, June. I think it's the same thing. April through June we require weekly. So feel free to reach out to help. GustAlongerServices.com they'll make sure it's exactly where they need it to be at because they're looking. Remember, first thing at your service area. Then they're looking at your pricing matrix and giving that pricing and then they're gonna be setting up that service for the customer and marking the estimates accepted. That's when you get notified. But if for any reason they don't get to that last step prior which they're first, they're also getting their credit card information, all this other stuff. So it could be that where the hang up is, is they're not getting all the way to the very end, like getting card information, all the rest of it, just to see that weekly thing or they're doing it after the phone call. That could be a potential. But I know we do this and we haven't had an issue. So reach out to helpgustalongerservices.com I'm going to go out on a limb and guess they're going to ask you to put it on your wiki and or your pricing actual price matrix so that when they're actually getting the pricing, they can see that information so it doesn't feel like it got you to the customer. If we get an accepted price, we get their card information, get all their account information, email, phone number, etc. And then they're like, hey, by the way, you can't do biweekly. Might be why. Don't know. Help. GustAlongerServices.com and if this ever happens, reach out to them because what they'll do is they'll do a diagnosis and be like, what happened? How did this break down? And then say, hey.

Hi. And we're back. No idea why that happened, but let's go ahead and jump right back in.

All right, next question.

Is from Mr. Norman. Is there any updates on the new corporate building that's supposed to be built? We used to hear a lot about it in the past and really haven't heard anything recently. Super excited to see something big. Yeah. So, yeah. Reason I haven't talked about it is because there's endless deadlines that keep getting pushed. So I had a meeting with the county on Friday morning and then my contractor on Friday afternoon. And so we finally passed the wetlands inspection, which is a big win. And that was the last piece. Now they just had to do the mitigation plan. Augusta, my, my Bellingham location is going to install all the plants. There's like 800 plants we have to install. So we just about to go. We have to put together the landscape architect plan, submit that for review, and then we should be in the clear for the building permit. So they have told me Best case scenario, August, September. So in my mind that says end of year. But yeah, it's just one of those things. It's just a pain in the butt. So it's nothing but headache. If you're living in certain states where it's hard to build, I would say just buy. Even if you have to put a ton of money into renovations, it's just not worth the building process. But I'm sure it'll be nice when it's done. Coach Connor, you mentioned at some point there will be a way to prevent customer from removing card on file, more so requiring at least one form of payment on file. The customer portal is great, but at the same time everything I use, Netflix, Amazon, etc. Requires you to have at least one card on file. If you do not have payment, it deletes your services. I know you said that there are some legal red tape around this. How can we, how can that be when we're crying? At least one item on file seems to be standard also. What's the timeline with that? Okay, so yes, they are working on this. This can be when you start seeing the other pages of the customer portal being worked on, the dashboard being the main one. And the payment methods that we've modernized inside the estimate side will come kind of like propagate across the system. And that design you'll start seeing when you see the dashboard being done in the customer portal is when you'll know that this is probably going to be possible. Now the reason there's tape around it because with Netflix and Amazon you have a one click cancellation. So if you don't want service, you can just cancel your prime subscription. You just click and cancel your Netflix subscription. We don't have it and we would not want it where people can go into their customer portal and click one button and cancel services. So whenever you, when you, whenever you're going to require a card on file, you often also have to make it very easy for them to cancel services. So there's a few things though we can work around this. We are working on a way to be able to lock this in right now. If this is a concern, just make it sure. It's emailing you whenever someone takes a card off a file and you can do that now. And then you would pause their services and if you have it as a requirement, it is telling them, hey, you're going to get services removed if you take this car off file. So there's a pop up that they see inside the customer portal if they're trying to Remove that, that payment method that is happening. So if you have the automation and it's getting emailed to you, you could go ahead and just take the services off to your point. But that's like we're not going to allow customers to click one button just like cancel all services.

So there is ways around this though and this is what we are working on in the new payments portal. And again, when will that be happening? I don't have an exact timeline. Just know as we start that you know the we have release coming out in a couple days, some more updates to the estimate side of things. Then we have the Field Force mobile app and then I know they're already starting to work on designs and the. A lot of, a lot of the owners inside of Augusta are inside of the.

Customer advisor board for Copilot and so they kind of get see things like two to three months before everyone else. So they'll probably be seeing those designs pretty soon.

Kyle freeze from Bloomington, Illinois possible tech support. We've had about six to eight jobs in the last two months that 50% deposits are made but when we were notified we were never notified that escrow was accepted and deposited. Now we look bad for not scheduling them after they already paid for half of the job. Does this sound like a settings or automation issue? A bug maybe? Thanks for your help. Okay. I'd have to look at the exact one if it was before a month ago then I would say it's because the deposit flow. The deposit flow where they have to pay the deposit, they have to go back out and click accept. That doesn't happen anymore. So that's definitely not the case.

So I don't know if it's like in the past little bit Kyle, if it's been the past few weeks Kyle, definitely submit this if you want for a bug and they can look into it but I'm going to guess it's more of a setting thing. I've seen also times when people will accidentally mark an estimate as change the status and then send it and that potentially could throw a monkey wrench into it. So you have to look at it. But I know that prior to the estimates change that was made a few weeks back someone this mostly happened when someone accepted a job or sorry they paid a deposit, thought they accepted but didn't actually click accept. So I'd have to look at this one specifically Kyle, and see what the setting is off on it. But I don't know of any bug that's currently doing that they've already paid. Yeah, like this part. This part was happening beforehand because they could pay. They had to pay deposit, then mark the estimate accepted. Now to pay the deposit, you mark the estimate accepted. And even. You'll see on Wednesday, this is even getting more streamlined. There's a lot of feedback on, like, where the buttons at and a couple other aspects just to make it sure it's really clear. So those will be slightly improved as well. So. All right, we are back on the road. I think that's everything for today. I hope you all have a fantastic rest of your Monday and I will see you all tomorrow. Take care.