Mike Minutes Mastermind 08/16/2023

All right, welcome, everybody. I'm trying to mix up my intro because I keep getting mocked for hey everyone, hope you're having a super awesome day or whatever. I would usually say. I don't know if you want to say. Anyways. All right, let's get this going.

Okay, I had one quick thing I wanted to go over. If you have a specific instance of something happening at command center, it is really, really best to reach out via your connect team chat. And then if you don't have a connect team chat and you're a solo operator, use help. Augustalongaservices.com the reason for that is not because.

I guess not because it's a bother to me or to a coach or something like that. It's like they're not as close to the issue as you as a command center is because if you reach out on the connect team chat immediately, that's going to be directed to that department. That department's immediately going to have feedback because they've done dealt with that specific situation. So, for example, if you have like, hey, I have an issue with something went wrong with billing. Right? Okay, great. If you put it on the Facebook group and I hear it, I'm just like, I have no context, et cetera, I'm going to respond because I don't want you to feel like we're ignoring you. Same thing with the coaches. They're going to come up with something and say, hey, this could have happened, this could have happened. I'd recommend just like putting on their chat. It immediately gets on the switchboard, put over to that department, that department immediately has context and can help you. Or say like, hey, sorry, we messed up at least a couple things. We're going to put this in your account so it doesn't happen again, whatever. So highly recommend if you do have a very an instance, a case of command center and you have a question about like, why was it handled this way? Put it on your chat for connecteam. Highly recommend that. And then if you don't have the chat or you want to do it more of like a email style help. GustAlongerServices.com is built for taking those in and then again distributing them to the correct department and figuring out what happened. So if you put on the Facebook group, I will respond, but I'm usually going to give like three different ways that it could have potentially happened that way.

Because I don't know. I have no idea. I don't take all the calls. Sorry. So just FYI on that, you're gonna get a better response, more information, and someone that's actually knowing what's going on.

Okay. All right.

Put that in there. But now I need to add it into here. Okay. I think there's a few questions that came in yesterday. I emailed everyone the timeline. Like I said, in terms of what we're thinking in terms of Max and AI.

For rolling that out further in the future. So that shouldn't be any of any surprises. If not tomorrow, early next week, we will have the mock ups of the the new design for the website.

It's not going to change anything besides the design side of things. And as we refine it over the next few weeks, it'll get closer to what we will in the future. Start really using as a design framework right now on the website. And in general with Augusta, the branding is very like.

A lot more boxy and clean lines. Or change that to a little more of a grungy style, modern feeling. I think everyone's gonna like it. Looks really, really good. Do I think everyone's gonna like it? No, because not everyone is gonna like everything. But I do think 99.9% of people will like it more. So I'm looking forward to it. We need some improvements in terms of speed of loading on the site across the board. And then there's a really cool something I want to show you all. I don't know if it's gonna be done next week. That's why I'm just waiting on it. And it's gonna be really cool and it's gonna be optional. And if you don't want to have on your site, you don't have to. And you'll have to actually submit a form to get it put onto your website. So you'll be able to toggle it on and off. And I think everyone's gonna like it. I think it's gonna be really awesome. But I don't want to share it yet because it is still in the works and we're still working with some technical challenges. But whether or not it's done next week or the week after, I'm really looking forward to being able to share that with everyone. So. All right, let's jump into question.

Share screen.

All right, question number one. Mike from Athens, Tennessee, will copilot have a place to put the jobs bh and then be able to add up the total budget hours for a certain person on that day or total budget hours for the day? Yeah, actually I have the tab open one second. I have copilot open here. Look at that is the dispatch board. So yeah, like on the dispatch board which if you're in service, all part. This looks very familiar.

Inside copilot though, you can see budget hours right here. Within the next couple days we'll be having the total for the whole thing. However, what you can also do is select jobs this and then show stats and it shows the number of budget hours here. So we're also going to be adding another line in here in the next couple weeks and that is going to be drive time. So in addition to budget hours, you have budget hours, you have estimated drive time. So now it's instead of just being kind of blind, like hey, about six budget hours per day. You can even be more accurate with that because they show budget hours and then the estimated amount of drive time based upon the route that you've selected. So that's going to be really cool because if you have a really, really tight route and you only have 20 minutes of drive time, you might be more like seven and a half budget hours per day that can get completed, assuming that your crew is efficient. So looking forward to sharing that. Like I said, within a couple days we'll have the total and then within a couple days, by next week we will have another line on here that says total estimated drive time as well as the budget hours. We're going to separate them out so that way you can still use budgeted hours. That is the end all be all metric that we all use. But based upon current traffic is what that number will be for estimated drive time. So because in, in here we actually can see traffic and stuff stuff. So it's kind of cool.

All right.

And then with the copilot integration with P4P, it'll bring budget hours for that person. Using that show stats is kind of on the back end how we're using it. That's going to bring that data over to P4P and we're probably, probably next week or the week after we'll have that ready for P4P app. We are. We actually have already finished the.

Mapping of users from P4P to Copilot and how that works. Basically, you'll sign in to your copilot account inside of the P4P app. It'll show all your users and then you'll match them up with your users in PvP and so it'll can. It can start talking to each other. We haven't rolled it out yet because we want to get to where it brings all the information to your time card. Then we'll roll it out. So I'm really looking forward to that.

Thomas, Littleton, Colorado when making the switch from Service Autopilot to Copilot, how in depth of information can we expect to be successfully imported over Create Documents, tags, customer intelligence, work history, etc and so on? Yeah, so we can only import as much as Service Autopilot or Zooper will export. And that's the problem because a lot of these CRMs, they know if you're exporting information a lot of times you are moving out of their software. So for example, Create Documents are not going to be able to move out. However, we use the exact same plugin as Service Autopilot. It's called Be Free. You will be able to literally copy and paste them across and the formatting is all exactly the same. The builder is exactly the same. We will already have all the documents. The standard documents from Augusta, we will already have those set up in your account when you switch over, so you won't need that. But if you have custom documents you've built in Service Autopilot, it's relatively easy to copy them over. I don't know if Service specifically exports tags. I know they do.

Custom fields and that's something that we are going to have. By the time people from Service Offline are moving over, we will have that as an import into into Copilot. They do not export customer intelligence from Zooper, but they do export office notes and we do have the ability to put the pull those over in Copilot. Work history, invoice history not come across is across the board. Same thing with payment history. That's the biggest things you're losing is payment history and work history. So what I recommend typically is, and I would recommend everyone do, I'm going to do my locations is keep the lowest base subscription of the CRM that you have for three to four months until you literally are never looking at it and then just move, then cancel it then. So that would be my recommendation. Keep it for a few months until you're not looking at it. At least keep it for that first invoicing cycle. So if there's any questions from people. Typically people don't have questions about things that happened a year ago or two years ago. Very rarely, but I would just keep it, keep your subscription at like the base level for at least that first billing cycle. So if you do need to go back and look at work history or invoice history or something like that, you can do so. I would also make a really hard push for collections before you move CRMs. So that's kind of why I'm lining up at the end of the year for like the cutoff is like in December. If you're planning to switch the last week of December, I'd be doing hardcore push for collections in the beginning of December. So that way you can collect the money inside that CRM and then like in this calendar year have all that revenue. That would be my recommendation.

Hutch from Huntersville. That's hilarious. Hutch. That's the new one. Had a estimate last week for bush. When I got the property, I realized I had put a door hanger on their day. Got had an estimate last week for Bush Train. When I got to the property, I realized I had put a door hanger on their door a day or two prior. I'm guessing the client called in to accept it. They talked to Max and said, I'd like to have the bushes trimmed. Max took all the information as it was a new client and says, we will get the estimate to you soon. He creates a ticket and command center dispatched an estimate to me. All that is fine and it caused no issue. Luckily I remember the price in the house and I got to them quickly. I'm sure the client was just confused on why they need an estimate when they already had a price. Just like you talked about with keyword yesterday. Is there some more training we could do with this? So CC can call can call to get the door hanger prices from the client or Max can put the price in his notes. I can put some notes here in terms of what he can know. This is the thing.

The client said something like, I like to have my bushes trimmed. For example. That is the, the lingo of I need an estimate. If they would have said I got a quote and I'd like to accept it, he would have immediately passed them on the command center and we would have got the estimate on this estimate accepted. So that's the hard part because what's going to happen here is if they say I like to have my bushes trimmed, okay, great, let's go ahead and you know, get your information and get you all when reality like the instant quote door hangers, it says like email us. So we already have that information which is going to go directly into scheduling. And then secondly that first line, usually if they got the door hanger with a price, they're going to say, I have got a door here. I'd like to accept the price or I'd like to get this on the schedule or I have some questions about my estimate. That is immediately going to Command Center. So it's actually gonna be pretty rare that this happens. Now, this is the thing. A bad customer experience is that Max handles the call and then halfway through the call, after he starts getting information like, oh, actually, I already got a price and I have a door hanger. It's not a great customer experience. If we hand that off to Command center, then. Because Command center is gonna be answering that phone call without any of the information that was just given to Max. Cause that will create a ticket if we did that. But Command center is not going to be picking me up the phone and be able to find that ticket inside the system. And so right now, once they say, like, I want bushes trimmed, and it's like Max has to make the decision, am I going to be able to carry this conversation to conclusion, or am I going to hand this off to Command Center? So the part that is probably anonymous here, Connor, is that the customer typically wouldn't say, I need my bushes trimmed. They would typically say, I got a door hanger. I like to accept the quote. Or I have a door hanger, I have some questions about it. And immediately all of that's going to be going to Command center directly. So I hope that made sense.

But if he mentions door hangers, if he mentions I want to accept a quote, I have questions about it, it's immediately coming to Command Center. So it's just rare that they would say this at the front end if they've already got a price from a door hanger. But I will make a note in terms of specifically about, like, door hangers. I think we already have this in terms of verbiage in that first sentence, but because if he says, like, I got a door hand, I got prices, or I got an estimate already, I got a price on my door that's already being forwarded directly Command Center. So.

Mount Vernon Tim, for Max, is there a reason that it doesn't collect email? Both recorded conversation and Google local services have not. Seems like create all other information info except this. Also, what happens if they give their home number that doesn't receive text? Seems Max asked to ask to send a text at the end of the calls. Yeah, so Max asked to send a text. About half of people within a minute are responding to those and giving us their email. The reason we can't do it over the phone is because the amount of air in voice systems from like, collecting that data and actually putting it into, like. Because people have weird emails. And so it's very, very difficult from a Voice recognition standpoint, to get accurate data like you're literally like 60, 70% hit and miss on those, which is horrible. So it's way better if they send us a text now, especially when command center is right behind Max getting these tickets, which is the best scenario. Sometimes they haven't responded. However, they are going to then call them, get the email and, and they're going to do take care of that, that ticket right away.

And so yeah, we don't ask for the email. And just keep in mind Command center is not listening to the whole recorded message. It would be a waste of time. It'd be double entry. It'd be a like if someone calls and talks to Max for two or three minutes, to then have someone, command center listen to the entire message is a lot of wasted time. What they're doing is they be getting, hey, this person's lead, here's their contact information, here's the services they need. And they can literally do that while they're picking up the phone. And so that's why they can just bang these out super efficient and be right behind Max. So if they don't text us back with the email.

Then they are going to get that call and they're going to close that loop right away.

The thing is that Max does specifically say, is this a phone number that I can text you at? And if they say no, it's like, okay, great, what is a good number that I can text you at? And then it's asking for their cell phone.

It is rare honestly nowadays for people to use home phones. Like it's just very rare.

And even a lot of home phone numbers now are starting to where they can receive text messages. Like there's a lot of digitalization of what used to be considered a landline.

But most people call from their phone, from their cell phone number. And so I think it was 40 something percent of people have been texting back within a certain amount of time frame, within a minute. It's like 60 or 70% get that text right away. And so you can probably assume from just that data that 80 to 90% of people at least are calling from their cell phone. Because the ones that come in later are typically the people that do call from a home phone. And then they have to go to their cell phone and enter that email. And so yeah.

Once this is connected with copilot, it'll be so much better because now based upon the number that they call in with, we'll be able to immediately know all their information if they've ever called them before and we won't even have to ask it.

So like right now, like someone called into command center, the first thing we have to ask is like hey, have we ever done service with you? Okay, great. What's your name or what's your phone number? Let me look you up in the system. That becomes immediate once we can connect this with copilot. Because as soon as they call in it's like okay, we already have their email, we already have their phone. Oh, they're asking for a service. Great. We can actually like like within 20 seconds get this, this person set up for this versus finding them. Making sure like we check their customer intelligence really quickly, make sure we even want to do service with them. Things like that just double or triple the amount of time it takes for someone to actually get a ticket. Sub.

Kyle Tarvin Moore, Oklahoma.

I recently listened to a video you made on your four new locations and starting your GMs and you stated your GMs are responsible for estimates and keeping the team together, hiring and firing while CC handles the rest. Is this still the case where your GMs literally doing anything else besides estimates, hiring and firing? They're working GMs like this is their first year, right? So their first year especially I expect them to be doing a lot of the work. The the second spring rush is when I anticipate all of those locations to dramatically increase in size because they have Google reviews, they have a presence in their market, they're all ranking first in their market in terms of Google. And so but the first year especially like as a working GM, 80% of your time is out in the field. If you only have two or three estimates a day, it does not take all day to do that. If you only have one or two employees, it doesn't take you all day to manage them. So as a working GM for my locations, most of them still are majority in the field. And the thing is this, the most profitable locations. If they're staying at that 500, 000 level, the GM is still in the field a lot because what they've done is they've moved most of their revenue to recurring and there's not a ton of estimates. Everything's priced really high. Their close ratio isn't super high and most their estimates can be done by command center and they're still able to be out in the field 80% of the time. Even if they have three or four employees, those are really dialed in locations that are doing, you know, 50 plus a month in revenue with 23 employees. Because now the GM is out in the field, still working most of the time. They're keeping their employees and retaining them because they're all making 25, 30 bucks an hour. And they keep raising prices. And there's like optimize, optimize, optimize. They're sending out one click estimate emails for all their marketing. That's where you want to get. But that can take three to four years to really dial it into that level. Right. So year one and into year two, the working GM is mostly out in the field. That's really. But in addition to what would typically be a field worker, that is the two main things they're doing. Hiring, firing, and doing estimates. And then command center. Yeah. Is handling payroll, invoicing.

Scheduling, all the other stuff.

Cool.

We have another cohort commander being trained this week, another cohort being trained next week, and then we switch everything over to. We're all me training everyone over on Copilot. It'll be a great thing because like this current training group, it's crazy. They're learning three CRMs in their training. So they go through all their modules and it's like, okay, like, how to create an estimate here, here, and here. Similar. All same processes, but like, every single page looks different, buttons are different. So I'm really looking forward to getting everyone on one because it's going to dramatically decrease the amount of just user error of people. Like, and it's like hard for me to blame them when I'm like, yeah, you need to be able to do this in three different software. It's like customer intelligence, office notes, and customer notes. All same thing, different names, different spots on the page. So it's going to be very, very good for us to get all in one. Although it will not be hard, it will not be easy to move everything over. I really think in like a year, we're gonna look back like, oh, my goodness, it's so much better. But the process is not gonna be fun. I am not looking forward to it at all. I'm pretty stressed out. I do not look forward to the next few months of transition. All right, everyone. Oh, wait, we got another one. Google took off nearly 30 reviews. Is there anything I can do about this? I only only notice after max metrics dropped significantly frequently. Mercy, who is this? I know they've been going through a bunch and they have been approving people. Google took off 30 of your reviews. That's horrible.

I know they've been going through a whole bunch because they removed a lot of people that flagged, like, a lot of our locations where somebody, like, an employee or someone left, like, a dumb review. Those were all removed. I'm wondering if they're taking a whole bunch of other ones out.

Yeah, it's weird. Yeah. I bet they updated their filters, but they also must be updating a whole bunch of, like. I know. Marysville.

There's a couple others. There's a couple. Okay. I get. I get notified whenever someone's review gets removed that that was flagged. So I usually. If I see a review that's, like, you know, from a wrong location or from a past employee, I'll flag it. So then I get notified if it gets taken down. So I've seen, like, three of those in the past week. I'm wondering if they've updated their filters and it's removing them. For all we know, they could come right back, though, so I do not know why. I just know that I've been seeing a lot more reviews being taken down as of late.

Cool. All right, everyone, have a fantastic day. We'll see you tomorrow.