Mike Minutes Mastermind 11/06/2023

And we're live. Hope everyone's doing good. Let's go get started, do a couple announcements and then we'll jump into questions.

Let's see here. Just paste this into Facebook real quick.

Okay.

A couple updates. Two of them. One, we are in the middle of updating the pro shop where you order all of your print marketing with Vistaprint. We're in the middle of it, so there's still some changes on the front end, but it looks a little bit nicer, a little more organized, but we got to change some of the categories and things, so it's not done yet. However, the door hangers for winter services are close to being complete. What I mean by close is you can order them now and they work just fine. And what's really cool is you can change all the services of what you want on the door hanger. That's completely customizable. The one thing that we can't, we still are going to add is the ability to change the picture. So if you want someone shoveling snow and max shoveling snow, there's going to be a different option for that. But right now, if you go into the pro shop, actually I could just pull it up for you now.

Excuse me.

I wasn't expecting to show you, but let me just pop in. So if you go to the dashboard, click on the pro shop, gonna go ahead and log in. Show my screen here.

Okay. So you're gonna see it looks a little bit nicer. This is gonna get.

We're still working on this, but I wanted to show you what. Why it's looking a little different. Like this is misspelled. Obviously snow, not show. But we're still changing all those categories. What I wanted to show you though, is the door hangers. So the winter services door hangers specifically.

No winter services.

Right here you're going to see winter services. This is a door hanger. We're going to have again, options to change the photo in the background. So if you do not want this one, that's totally fine. We will have two other options for you, especially if you're adding snow and you want the picture of snow being.

On it. But you right now can go in here.

And you can make all the changes needed. There's a front is easy. The back, though, is where you can literally change everything you could possibly want on this document. So you can see what the design looks like from here. But then what's cool is you can literally change all of these services to be whatever you want. So.

Yeah, feel free. If you want to change, change up stuff, whatever you want. The email line 1 and 2 are down here, et cetera for getting that emailed. So this is ready to go. I wanted to get update updated for you all as soon as possible. The main delay is just vistaprint getting them to actually upload it for us. But it's ready to go and it's super customizable in terms of what services you want on the door here and looks. It looks half decent. So in the past it didn't look great. We really get some of our fonts over to them and make sure it actually looks cohesive. So you can change up to 1, 2, 3, 6 of the services that you want to advertise. So for some people you're going to put include MO if needed or the mowing part, you could change this however you wanted. So feel free to make those changes there. That is all the updates I had for today. So just updating the pro shop and then the winter services door hanger is ready to go.

You can't see my screen? Are you serious? What?

That whole time you couldn't see my screen? Brutal. Now let's see here. Why isn't. Oh, brutal. Sorry guys. But yeah, basically go to the pro shop.

You'Ll be able to make all these changes from here. The pro shop looks a little different, it's being upgraded, but you can just search Winter service, pull up the door hanger here. Sorry. And then.

Go to the back and you can see what the design looks like again. The background image, we will have a couple different variations of that. You'll be able to change all your services. You can right now change all your services here, change Your email line 1 and 2 down here at the bottom and you can go ahead and order those. So if you want that image in the background change though, just give us a few more days for vistaprint to make that change. So it'd be more of a snow oriented one if that's what you're looking for. So.

Boom.

All right, sorry about that. Let's jump into some questions.

Oh, there's just two today. No Marathon Monday. It is from nobody. Pertaining to yesterday's conversation about Liz making videos, where are the videos Liz makes posted at? She's been posting on the Facebook group, so maybe monthly she can do an update for us. But really just as things at Command center are updated. So the main thing she was going over on the last one was just talking about the transition away from copilot or to copilot and talking about the options to get the team to help. And so when you have the. We have a whole division set aside for getting you set up in Copilot if you want us to help you at Command Center. And it can take that team between like one to four hours for the whole team. So times that by, you know, 10 people. So you know, it is going to take you a few several hundred dollars depending on your size. Probably like 300 to $1,000 for them to help you like move all of your stuff over. By time you take it, they count the cost of command Center. I think it's a pretty good deal if you're busy right now. If you have absolutely nothing you're doing, you're like, you have no work. Might be a good idea for you to transition some of the jobs yourself. But I, I would say it's going to cost at least, you know, $300 to a thousand dollars, depending on the size of your business to get things moved over and more if it's like, you know, the Bellingham shop's gonna take significantly more because we're talking about 12,000 customers and hundreds and hundreds of recurring jobs. And there's a lot more information. But that's what she was talking about the last one. And she will make updated videos as time goes on for Command center on the Facebook group to answer the question more directly. Sorry about that. Joe Dilmore, Cherry Hill, New Jersey. Two part question here. Could you give. Please give a quick description of what information we will lose when we switch over to co pilot so we can better prepare for it and has there been any snags or bugs I've been experienced that we can take steps to be prepared prepared for it. Okay, so first part, what you're going to lose is job history. You're going to lose.

Any notes on the existing jobs. Again, that's the process of transitioning is like when you set up the new recurring job inside of Copilot. You're going to look at your other CRM and copy the notes over. So that's kind of like the whole process of transitioning. You're not going to lose that though. What you're really going to lose is the job history. And that's why it's nice to keep the other CRM open, even if it's a base subscription level for three or six months. If you're in super. They're not charging anyone for the. From what I can tell. And so I would just keep it open that way, if you ever need it, it's there. I was always shocked when we've done transitions before of other companies that we purchased. How little we use them in like a month or two. And I'd be like, forget this. Like just cancel the subscription. We're never going to use it. And I think like one time it was like eight months later some customer said something. It was from a previous. It was from lmn, another company we bought and like we were just like, hey, we don't have the information, sorry. Like that was from a different company. So. And it wasn't a big deal. So yeah, that's the main thing you're losing is job history though. And then you're using the. Losing the credit card history and payment history. And so I am going to be touching base with the Copilot support team. I know there was one of our users that was moving all their Stripe accounts and like connecting people from that they had in Stripe to new users inside of Copilot. I and they were going to document what they were doing and making sure it was good and everything. So I will update everyone on that. For those of you who are moving away from Zooper and into Copilot, I would say don't expect your customers to update their credit card information until there's an invoice like until next spring. So I wouldn't be like, hey, your mowing season's done, we're switching CRMs. And here, fill out this credit card information. No one's going to do it. Like there's no need to, right? So I would just personally wait until their first invoice to send that out. Even if you just made it part of your invoice email for the next few months going in which services and then on the first one in spring like they you'd expect it and upgrade it then number two, I saw the invite the online Copilot conference. Is this something we should attend? Wasn't sure if it was covered information already released, the actual franchisees already or was intended for people that didn't have the online classes and information that is available to us. You can definitely tune in if you would like. I would say there's not going to be a whole lot new for all of us inside of here. I've told you all about like the upsell feature that we're launching, job costing and price matrixes and then like creating offers. We've talked a lot about that inside of here. So it's something that I was going to talk about Conference just didn't have the time. It wasn't really a keynote conference type thing. I Was like, hey, I'll just do it online. And then it happened to be where service edge from copilot or from service autopilot blocked me from coming to their conference. I was like, you know what? I'll just do it on that same weekend. So I actually reached out to Jonathan Patosnik, Got some interesting information from him. But I was making sure that he wasn't not offended. He's like, I have no offense whatsoever. And he's not even part of their cap table. So he sold out all of his shares now, and he doesn't do any advising with them whatsoever. Very interesting. I thought that.

Some other information he gave me, but I think it's probably personal, so I'll leave that.

But in terms of like coming that you can absolutely come. You'll probably find value in the first 15, 20 minutes of me just talking. Since I don't do a lot of that on the main channel anymore. I mostly just do the turnarounds and so feel free. You're absolutely welcome. But it's not gonna be like anything groundbreaking Since I've already told you guys what we're working on in terms of the upsell feature at copilot. And I think it's gonna be awesome. That's Thursday. Friday is a webinar with Mike Callahan and I about job costing and price matrices inside of copilot. And then Saturday, I'm talking about creating offers that customers can't refuse. This is. Let's just be honest. I'm trying to sell copilot on this one. And I'm explaining when people should join and who should not join. And we have a quiz now that like, delineates who should join, who should not. So that's kind of really what this is promoting. But you're more than welcome to come. We're going to have. There's already over 800 people signed up, so.

So CC will move those job notes over to copilot. Yes, they absolutely can. And since you're part of the corporate locations to me, they'll take care of you. So, yes, they will take the notes from a previous recurring job and they'll make sure in the next recurring job it is in copilot.

I feel like half of our customers aren't even paying attention to winter services and don't pay attention their credit card statements, even though we send them everything. I feel like it'll. It'll be hard to argue that people need to pay these bills or just hard process to secure your money with services performed with switching to winter. Like This. I guess there's not really a good time overall during the year. One second. Let me just see who this is so I can get some clarity. Okay. This is Connorstead. Okay. I feel like half of our customers aren't even paying attention to winter services and don't pay attention to their credit card statements even though we send them everything. I feel like it'll be hard to argue that people need to pay these bills or just hard process to secure money with services performed with switching in winter like this, I guess there's not really a good time overall. I'm guessing you're talking about like switching to copilot, getting the credit card information.

Et cetera. Yeah, there's never a good time. Winter is the best time to do it, honestly. And I would just recommend doing at the bottom of your invoices. And yes, there's gonna be some people who like, literally do not know you come for winter services. Those same people are going to dispute your charges anyways come spring. And there'll be two or three or four that like, I'd rather do it now and like, stop service.

Because the ones that really hurt with winter services are the one who asked for a refund of the entire winter. And.

Because they didn't, they weren't. They were not seeing these. Right. And those are the ones I hurt. I'd rather just like at the first invoice of winter services, they say, hey, gotta put your new. Gotta put the credit card file. Just put at the bottom of your invoice. Email, email, invoice, email. And you know, make sure it's a different header like a title than usual. So they actually open it up because a lot of people like this aren't going to see it. So.

Basically, switching to copilot will make us lose CC on file, so it'll be hard to collect funds. Yes, this is the. The major pain of switching any CRM.

100%. So that is definitely the case. I would say, though, that the least friction and pain is during the winter when you're not charging people every single month for mowing and your revenues are half or a third of what they typically are. It's just the least amount of friction. But once they're in, the fact of the matter is that you now have them in stripe and you can actually collect that information and keep it ourselves. And in the future, I hope that, I think down the road, probably within two years though, we will probably switch to a different payment processor, but we will have all the stripe information and be able to make that much simpler process. But the reason for that at that point would be because we can go from 2.9% to 2.2 or 2.1% and or even below if we get volume discounts for Augusta. And so now, now it's a matter of like, well, 1%. Does that really matter if you're at 150, 200,000 rent revenue? Maybe not. But if you're doing 2 million in revenue, that's, that's 20 grand. And so we, I do think we can get much better processing down the road, but I want to own that data from Stripe and so I know there is a way for people that are in super to connect their accounts. I've still seen the conversions of people. Within a couple months, everyone's over. They just have the credit card form inside their email and they're rolling.

And so when what stinks is it is so hard to get people's information in service autopilot because of the passwords and all the login information and people calling in the command center all the time about can't get into their accounts. It just stinks that like now we're pulling the plug on that. I agree. I feel the same pain at all my locations. It stinks. But we need to do it now. I don't see it changing anytime soon. At service autopilot, the amount of time and money that all of us spend for command center to answer questions about how to log into portals and make payments is like you don't even see it because you're not even hearing the calls. But like it happens all the time. And now they will not have to log in on copilot to make a payment. They will not have to log in to enable autopay. And.

These are the type of things like we need to be able to solve these problems I just consistently see. So I know it's short term pain. It's not going to be fun. I'm ready for this. I have accepted the fact that I am not going to enjoy the next few months of this process. However, um, I think in the long term it'll. It's just the right thing and this is the, the best time to do it is earlier, sooner than later. So you know, once you've grown, you have multiplications like I do. Like it's more painful. So like we're all part of the smallest wheel ever will be. So like let's pull the band aid off during the winter. Yes. Over the next few months it's gonna be a little bit pain to get collect everyone's cards on file, et cetera. And you know if it's annoying you and you're like it's really, you know ask command center to help you. They can call customers if needs be during the spring but in terms of like winter services.

There'S always a small percentage that want refunds and you would rather just sniff them out now because they don't put a card on file then wait until spring and they want a refund of the entire winter because they didn't know about it. And there's a percentage of people like 5, 10% of people just do not look at their credit cards anymore. They have no idea what money's going in money out. So there's a valid point there but I think in the long term this is just what we need to do and so it makes sense. I understand the pain though. All right everyone have a fantastic day. We will touch base tomorrow. Take care.