Mike Minutes Mastermind 06/06/2023

Hey guest nation. Hope you're doing super well. Just going to get started. Went in a little bit earlier this morning simply because.

I have to go pick up our new general manager from the airport and then I'm going to be late back to get here. So I'm just going to do it earlier. All right, let's go and get started. Yeah. So.

As you can price on the video today. We are interviewing on Sunday for the GM position as well as door hanging position.

So we kind of got a short term guy for the door hangers. He's been solid. We got three leads yesterday. I kind of feel like honestly yesterday was like our first day in business to be perfectly honest with you. Because last week was just like getting things set up.

And I just didn't have time to like go out do door hangers and you know, really pound pavement. So it's been good so far and I think we can turn things around.

Because you really have not been anything organically like from Google or anything like that. It's been door hangers and me holding a sign. So just drop this into Facebook.

Ah, there it is. Okay.

Present share screen.

There it is. Okay. Kyle Tarvin. We've having, we're having an issue with turning customers lately. We pick up two or three new cut mowing customers a week, then lose two or three the next week. For whatever reason it seems like we can't get ahead. Any insight or advice? I don't think it's the quality of work. Most is just price related or us not allowing people to go bi weekly yet. I might, I would consider allowing bi weekly potentially. Like if you're just starting to have these issues like say hey June 1st we allow people to start going bi weekly. I think that's what Bellingham does actually is in Mount Vernon. I think we do where if someone calls in they can switch to bi weekly and that way if someone calls them to cancel or they email and say hey it's just a little bit too expensive or you know, whatever you try to drop sell them in the bi weekly service because it's cheaper for them in terms of per month basis. So not a bad idea to have that. As you go into the summer it is going to mean you're going to need to upsell other jobs in order to keep your crew busy. However you because the per cut price typically you're able to actually make just as much if not more profit because you're literally charging 50% more. So there are a lot of owners I've talked to that they Actually really like bi weekly because you're literally charging 50% more. And yes, during spring rush, if you can guard and just do weekly the other most of the time of the year, the ability to have 50% more revenue per cut allows you to be much more profitable. So I'm not so against.

Bi weekly outside of spring rush. So I would consider that. Kyle. And then that's the way you can drop to all people. And even if you see someone cancel, you could literally contact them like, hey, I know this price. Just wanted to see if, you know, if we could go ahead and just put, you know, bi weekly. It's. It's okay to do that. So.

Marcus Redmond Polye how will it handle complex queries? Will it just take their info and create a ticket for CC to handle when they get in the office the next day? Also could you please expand on how we plan to integrate it with copilot long term over time? Will it have the capability to, for example, email copies of invoices to clients, take payments and make notes on client profiles? These things that you mentioned. The end is a ways off, to be perfectly honest with you, because you're handling sensitive information that has like legally has to be encrypted and it's tough to transfer between copilot and they're talking voice. There's certain restrictions around this. A lot to do with like what you see in Twilio right now with like the whole opt in, opt out stuff. Phone calls you have to take say if people are recorded, like they're kind of cracking down all this stuff. So like some of this is tough. That is the goal. I would say that is probably a couple years away.

We have three phases right now with Poly. The first one is to be able to take calls after hours. And essentially what that is doing is going to take their information, it's going to confirm their phone number and email address along with a double confirmation. Because a lot of times people will give the wrong email address over the phone. And that's the one thing that's hard for AI to still understand is email addresses and phone numbers. So it actually is pretty cool. Sends them a text message and says, hey, can you go ahead and just confirm that that's your information? Great. Okay. Fantast. That way we know we have clean data. That ticket then gets submitted to command center the same way that a voicemail would be right now. And then that way we can disseminate to which department needs to go to whether this is a scheduling thing. Is this just a general Question is this an estimate that needs upsold, etc. And so the way that is handled is if they can't, if the AI cannot handle on the phone, it is going to say, let me go ahead and take your information. Let me get everything I possibly can. And then someone's going to reach out to you tomorrow and from that department and they'll make sure you get taken care of. So, and then that person calls back, they actually have the information. It's a much more seamless and quick process. The second step of the process is handling more on the phone. And that's going to be things like.

Taking their card information, et cetera. It will not process the payment yet, but it'll take their card information, things like that. And the third.

The third stage is going to be when we integrate with Copilot, probably early next year, where it'll start having more capability. Because, for example, when that card information gets entered now, it'll go directly to their account. When we integrate it with Copilot now, it can pull up their client data once they see the phone number, and it can already have some context that it's working with. So when the person calls in and they're mad about a job now, we don't have to ask, okay, well, what's your address? What's your phone number? Let's, you know, make a ticket. It's like, oh, we can see that the person has a job on the schedule and we can start to think much more creatively in terms of how to help them on the, with the AI. So those are kind of three phases. Phase one is really just a matter of can we get an extra 6 to 8% of leads by just answering the phone with a live person every, you know, for 24 hours a day, especially on Sundays, when we miss a lot of calls. And that also helps command center not be as backlog on Monday and Tuesday, just trying to get through the backlog of all the missed stuff from the weekend. That's phase one. Phase two, like I said, is giving it more complexity, really refocus on the upfront, like getting leads. That's phase one. Phase two is customer service as well as if a franchisee calls in, how can we handle those, those inquiries as well? Because you're going to call in sometimes and we want it to be when you hit an agent that it does certain things. So we have a whole bunch of call routing in terms of like when you call in and it can recognize your phone number. Like, okay, this one should go directly to an A live agent and not go through the AI this one, there's a bunch of stuff we're working on. So as we go through each phase, I'll walk you through it. We're still three weeks away from testing it. And that will be in phase one. It's after hours and weekends that I'm focused on. That's like my number one priority then. And that was for leads, like getting lead, collecting lead and prospect information. Phase two is can we do more customer service type stuff like collecting their billing information, accepting a proposal, understanding what that means, et cetera. Phase three, once we integrate Copilot, that's when it just becomes a matter of how much can we spend on development to integrate more and more and more. Um, so it'll. It'll just get better. And I'll kind of update you throughout each phase. I kind of expect phase one to be from July to September, Phase two to be September through probably February or March. And then starting next spring tour, we integrate with co pilot. They're just, just start slowly unlocking more and more stuff as time goes on.

Land and Smith Tallahassee, Florida for trainer bonuses, are they being added to their P4P or hourly? And why? How do we do this the right way in the software? Great question. You can do this either way. If you want to incentivize your guys more to be efficiently training, you're just going to add that to their P4P. If you add that to their payroll bonus, I. E. P4P and hourly, then that means they're guaranteed that extra $4 an hour or whatever you're giving them as a bonus. Either way is fine. Just be consistent.

We have always done the just adding to their P4P bonus at Bellingham shop, and I think all my shops because it incentivizes the training room faster. However, there are times if you have a whole bunch of new guys on your team that you really got to help prop up the wages of your more senior staff. And if they're getting drugged down by a whole bunch of newbies, you got to make sure that you pick them up. And so I think there's been a couple times where we have stepped in and just gave everyone the bonus trainer bonus to their hourly wage, which would be their payroll bonus. Right? So. Good question.

All right.

That'S all we got for today.

I'm gonna go pick up a general manager that's flying in from Texas, has. Has seven children with an eight on the way and is moving here to become the gm. How, however, it's a good omen because Chuck did the same thing. So that's what I'm leaning on right now. But we'll see. I don't like to necessarily have all my eggs in the basket with him working on being great, but the goal is to get him here, get him trained up, doing door hangers out in the field, and then by the end of this month, be able to hand it off to him as the general manager, and then he'll come to training in July as a general manager. So. All right, that's all I have for today. You all have a great day, and we'll see you tomorrow.