Mike Minutes Mastermind 11/08/2023

Coming. Welcome.

It started. Just paste this into Facebook real quick. I didn't do a mastermind yesterday. There was only a couple questions and. Whoa. I only shared that.

YouTube link.

Paste. Okay.

Also today I am working on all the stuff for this weekend's conference. I have exactly zero keynotes done, so I figured I should probably stay at the office and just grind on those. So I have the three public ones and then we're doing an Augusta webinar on Saturday, so should be a lot of fun. We don't really talk a lot about Augusta on the main channel, so I'd rather just do it in webinars. Answer people's questions. And.

By doing that, you really just get people who are serious about it instead of just tire tickers. And people don't want to go to a million dollars tomorrow anyways. All right, let's go ahead and jump in. I don't really have an announcement. I guess education. I have found that something I have used for a very long time as a way to improve it makes me very excited. I will report back after a few weeks of using it to make sure it's as good as I think it is. And that is instead of using the Reminders app that I love so much on iOS, I have now converted in the past few hours to Google Tasks. The reason for that is because it integrates much better with Google Calendar. So I have one app now that Google Calendar and Google Tasks in one. So I can look at my calendar, have all my tasks, and just drag tasks into my calendar and it's awesome. So I will have an update and if it's interested to you, I will show you how that kind of works. It's been very helpful for me just staying keeping more organized and yeah, just keeping it one spot instead of two. That's basically all it is. But, you know, I get excited about things like that in my day. All right, let's present Share screen jump in some questions. First question is coming in from Kyle Freeze, Bloomington, Illinois. When we do start switching everything over into Copilot, would you recommend inputting do not service customers as well just for our notes or save the time and not worry about risking the opportunity for them to contact us and we go their way back in. I would, yeah, like, just. Just do everybody. And then I would import the customer notes or the office notes from Service autopilot into the customer notes in Copilot. That way it's just all exactly the same. And you, like, you'll be very mad if in the middle of spring rush you get a weasel like that that you have literally said you do not want to service again if they somehow get in. So I would. I would recommend bringing it over. Yes.

Now, keep in mind, what you might get to a couple times is if people have blocked your account, blocked your email address. Because now, like in iOS, it's so easy to block people's contacts. It's incredible. Just in case you don't know.

I don't think I have any emails in my inbox. One second.

Oh, I have an email in my inbox. Let me see if I can show this to you.

Oh, I wasn't sharing my screen. Nice. So if I have my inbox here, if you just let me see if I can do this correctly.

If you.

Slide this way. No, I should have done that. Whatever. Basically, in iOS or in Apple.

Mail, if you right click on it in on desktop or if you swipe left on it and then click more options, you can just block the sender. It's super easy. The problem with that is if they block the sender.

And then you change CRMs, it means you're gonna start getting through. So you might get a few people like, I don't wanna hear from you. And they'll get really mad because they blocked you a year ago and don't even remember who you are. And all of a sudden they just think the same person started emailing them again. So that might happen if people have blocked you instead of like unsubscribing or asking to be removed. That could potentially happen, yes.

Okay.

Eric from Largo, Florida, Copa SOP question. I gathered from the training material that the call notes from the customer profile is where we should be entering information about running communication with the customer and the customer notes. Is this for information on the customer, such as customers hard of hearing? Oh, sorry. Was the customer and customer notes is for the information about the customer, such as customers hard of hearing. It was a little confusing because some of the training videos were filmed before the call notes were added. From what I can tell today, CC has been entering some info into the customer notes rather than the call notes. I want to get clarification so I'm doing it correctly. Yeah. So they might do a call note and do customer notes and in that event it is a matter of the customer notes they think need to be sticky. Now, right now they are literally trying to figure to still do 2 and 3 CRM. So there's a chance that they will put stuff in your customer notes that should be in the call notes, but eventually it'll be much more clear for them. And that's why we have it literally like side by side now on the customer profile. But you are right, call notes are all running communication. It's searchable. And then someone's here for five years, you'll have everything documented and searchable. Customer notes are things that need to be sticky, they need to be seen on every single call. Things like someone's hard of hearing, they're going in for a surgery, they're out of town for three months out of the year, stuff like that.

But there's a very good chance like right now specifically that at command center they might accidentally put stuff in the customer notes right now. Because that's what we do in service autopilot. And so I know Liz hears these and she will make sure that they are fully aware and make sure we can get those. And if you're like, oh, this is definitely a call note, it's in the customer send me the yellow stuff. That'd be super helpful. So we know exactly who you're doing that and we can make sure it's addressed one off, one off with them. But right now it's just tough because as soon as a call come in they're having to determine like which CRM I going into etc. And customer notes is what we always used to keep. But like if after three or four or five years, if someone making contact with you, if you're always leaving customer notes, it gets like a long block of text. And so that's why we rather that be in the call notes. And then only things you always want seen would be in the customer notes. So you are correct if that is happening and you can do as a massive solid by screenshot that is in the yellow slip. But I know that they'll be working on that in training and it's definitely something like once we have everyone in one serum, that sort of confusion will stop. So Kyle Turner, you were talking yesterday about Zooper possibly able to transfer stripe info into copilot has been tested and does it work? That is the big question. And so we have reached out to a couple users in Copilot that have already done this or said they were going to do it. And I know Christian is trying to get a hold of them like hey, did it work? And more importantly, do you ever have issues when the person tried to update their credit card information? Because what I think is going to happen is you can do it but they will not see it in their client portal. And so.

As soon as I Get information on this, I will let you know. I only know of a couple people have tried doing it though. So we're trying to track them down and get information.

And see how it went. Because if you talk to.

Stripe they will say you can do it and they can on their end. The question is do you want it to be where the customer has a credit card in Stripe that they can't see on their client portal and they're trying to do other stuff and like I want to know like would it ever potentially double charge them? What happens if they want to change it? What happens if it expires? Like those are the type of things I'm a little more concerned about. So it is a one time band aid we have to pull off and I just recommend putting in your invoice email and I would recommend making your automation follow up sequence for overdue invoices a little bit more. Nice. Be like hey, we switched over like the first one or two would literally just be more a matter of like first one or two emails slash text would be more a matter of like we switched CRMs and now you don't have to log in, you can go right into your, your portal and put your car information on file and enable autopay and see all of your payments, et cetera. And yeah, and unfortunately a lot of times what people do is they call in the command center to put their card information on file because they get confused with service autopilot, login process. The problem is then they can't log into their profile because they don't have, they don't have the account access. So it is just nicer that in Copilot they can just literally click on a link and they're in. So we are trying to make a credit card form like a one link that you can send to people and just updates their card. So in the event that someone literally like just wants to update their car and they ask you, you can literally send them the link and then that would do it that way and without having to craft a whole email because right now you can do that but you have to make it an email template. Right. So we're trying to make like a one click like copy link and then you can just send it straight to them.

Hal Freeze from Bloomington, Illinois. Any idea when the new digital coaching card is going to be implemented? It's already being tested. We're testing it at several of my locations and a couple other locations that have volunteered and I think from the Franchise Advisory Council that's really Lee and Chuck that are working on that. So they are testing it on the digital side. I know they're making little tweaks and have with Joel and I anticipate that to roll out by the end of the year and then early next year the new coaching program to be instituted. So that way the new coaches don't have to learn the old process of doing the manual coaching cards. They'll just go right into the new digital way come the beginning of the year.

So I'm sure Chuck and Lee will have an update on that within the next couple weeks though. Next week we have a leadership meeting because we have training next week for a new cohort of owners and quite a few actually managers coming to and so we will be touching base and dotting eyes and crossing T's on a few things on that. So they'll probably have an update for you here pretty soon.

Mount Vernon Tim I downloaded a free version of Copilot to try and learn how it works before switching. One thing I tried doing was setting estimate myself and seeing what the process is like. I got an estimate and I got estimate in email clicked accept and the only option was to add car on file. Is it possible to have a contact us button if they don't don't want a car on file? You could put it in your email if you really wanted to.

But I would really recommend and you can you can also not have the you can in the settings just change it to where they don't have to have a card on file like then that pop up doesn't come up like right now it's saying the only option is to add a card and file. You can take that away in the settings for example add card info or call to set for a preferred payment method. This would be good for older people and other commercial accounts. Yeah so in their settings just go down it has require a credit card file and then require deposit threshold. You can just individual customers you can remove it or you can do it for your entire account like your all your entire business.

I was also wondering if we have customers add car would be possible to get this where they would be able to know there is a processing fee of 5% for using card and then give them option for cheaper option give them option for cheaper option for ach Personally I'm not liking that they asked to add card before we know even before we know if they accept an estimate. What if they don't do card thank you Everyone has a credit card. The 2% of people that don't you probably don't want to know the customer. They're probably taking 30 to 60 days to pay. They're the ones that you're sending automations to, the ones that you have to follow up with. Takes command center's time to go follow up and call them.

And with the rate of interest and the cost of capital right now, someone not paying 30, 40 days later is literally costing you a big chunk of your profits. And so I would absolutely just roll the credit card process into this cost of doing business. And I would, I would personally recommend everyone have a card on file whether or not you charge it. That's another thing. But is it a good gateway to keep the right customers in and the right, the wrong customers out? That being said, you can disable that feature.

And you can also charge a processing fee if you really wanted to. I would not recommend charging a processing fee at all. Highly recommend you don't do that. The only industry that charges for credit cards compared to cash is gas stations. And everyone hates it. Everyone hates the fact that you see all those numbers. You gotta find which one's cash versus which one's a credit card because everyone uses credit card. But when you go to the grocery store, when you pay your utilities, like all, all of these things you pay, it's part of the processing make it easy for them to pay and I'd rather you charge an extra 5%. So instead of charging $80 an hour, charge $85 an hour, enroll processing fees in so that your cash flows better. I don't want them paying with card with anything but credit card. Now the question is can what about incentivizing them to put ACH on file? The challenging part with that is you're not going to be able to immediately validate ach.

It takes two to three days to validate ach. So someone could theoretically put ach, quote unquote on file. They could then.

Get started with their service and then three days later you realize that that was an invalid bank account. However we are adding next year, it's on the roadmap to allow for putting ACH on file as in that process and basically everything you need for a for credit card allow them to put an ACH on file to get through that.

I need to see a lot of data before I'm convinced that two to three days later a lot of people are going to put the bank information in and actually like validate their account. And so the whole point of having that roadblock before accepting the estimate is that when they accept the estimate There is no email that needs to go to them to get their web, their account set up with the credit card or whatever they they they click Accept. When that comes in, you know, you can put them on the schedule. There's no deposits required. There's no I need a credit card on file. There's no checking if they have a credit card before the date of service, none of that. So yes, they're going to be the one off People who don't have a credit card. I don't think you really want the customer, the people that are commercial just disable that feature inside of each credit card. A client account would be my recommendation.

All right, this is from Anonymous. Why do you think many people watch online, watch or follow people who make hundreds or millions to make million. Okay, let me restart. Why do you think many people online watch or follow people who make millions or hundreds of millions of dollars a year? The audience probably only makes less than 70k a year. Why doesn't the audience watch content from a creator close to their current level of success, business, fitness, investing, etc. That was a great question. Sometimes the content provided from someone who's closer to a subscriber's current level of success can make a better impact in their lives than someone making millions a year. Sometimes these millionaires don't struggle share the struggle strategies and struggles they face starting out. They only talk about what they do now to be successful or vaguely talk about what they did starting. They don't share their daily routine, successes, struggles, start out, start out. Maybe there's just not enough audience for these type of videos. You have mentioned this before. Rarely do you hear these millionaire content creators stress put in the reps or do this to increase your close ratio. For example, disclaimer I'm excluding you as you, as you provide value at every stage. Well, I would round myself into the top part too, honestly. So let me think about this for 10 seconds.

Let's answer the first question. Why do you think people watch online or watch follow people who make millions of hundreds or hundreds of millions of dollars a year? So this is a big thing that you got to keep in mind. The person that has that money has the resources to ensure that their videos are quality for the algorithm to pick them up. So I would actually believe, I actually believe that there are a hundred times more people than you think there are making videos at the stages that you are mentioning. You just can't find them in YouTube or on social media because their videos stink. They just got started. They stopped after three or Four videos they gave up. They had six months where they didn't post a video. So the algorithm don't push it. Their video quality isn't great and they can't afford to have the quality be good because they don't have a camera person, they don't have the gear, they don't have all of those things. More importantly, if you have all the experience that people will want to hear from, you probably are building or have built a very big business. So if you have all these skills and these really valuable things to offer. There's a really good point for saying why would I listen to someone if they have such great ideas? And it's really good advice, but they are so small, like literally still solo by themselves out in the field, why would I listen to them? But like that, that would be the first thing I'm just like, as I'm thinking, the next thing is if I met a million dollars in avenue revenue, there's a really good chance that everyone below a million dollars in annual revenue is like, I can think I can learn from something from this person. To your point, that might be a flawed notion. I believe it is. However, that's generally how it works. So if I'm at a hundred thousand, I've now cut out everyone from 100,000 to a million that would actually listen to me. So what's going to happen? Less people watch my videos. And so it's somewhat of a, a thing of like the algorithm taking people that have been very consistent make great videos, they have great average view duration.

And they take these, take these elements like great videos and great click through, like who creates a good thumbnail, who is a really good personality and then does this consistently. And it's going to promote those people. There's a lot of people that make lawn care landscaping videos about business that may have like 10, 15, 20 views a video, nothing against them. That's where I started. Most people aren't willing to do the 800 videos that I did until I got to 1500 subscribers.

And so that I would say that's like what prevents them from getting there. But in terms of why we want to watch those people, because most of us, that's what we're attaining for. And so it's like if I can learn from this person, I know beyond the shadow of it out there's empirical evidence that they have got what I want and therefore I can learn from them. It is harder to validate online the person that is closer to you because like man, like there's only Two of them in the truck. Like, if that person had the answers that I need, they probably would have surpassed this stage of business. Right? And so sometimes if they're really open, you can see, okay, they're on a trajectory, like they're smart and like they're figuring this out and like they are on, on this ramp. And then people are more willing to listen to them potentially. And I think that's probably where I fell like four or five years ago when I started the channel. People are like, okay, like he's getting somewhere, he's turning the business around, starting to make money. That's why I started back when I shared the numbers of the business is because I didn't have a following. And like, personally I felt like I had a lot of potential. But like the only evidence I had to prove that was my numbers got turned around and I started making good money. And I was like, oh, I can show that now. I don't have to do that. I don't like to do that because it comes across as gloating when, if I did the exact same thing now. So instead I let the, the success of the business speak for itself. And that's the part that seems it might. That's kind of what you're inferring there is like these people have less money. That is the, the pulpit of their, the pulpit of their success gives them credibility instead of talking about the money in their bank. And at the very beginning, typically money in the bank is kind of what you use to show that, hey, I'm doing things correctly and the numbers don't lie.

But yeah, just keep in mind the people who have lots of money, they make great videos because they have people behind them. My videos would be lousy if I didn't have three full time people plus people outside of the office helping us, creating the media, making the websites, making videos, we have meetings about the videos and pre production and post production, spending thousands of thousands of dollars on like labor and flights and travel, like get these videos made and sometimes they fail and sometimes they don't do great. But like, these are the reps that are required to make this really good. You can't do that if, you know, if you're trying to run a business, you just don't have the time to do that. And that's what some people are like. There's no way you can run a big, big business because you know, you, how would you have the time? It's like, look, if you have the money, you would you just hire people like the Same way that you go, you have 10 crews, you just hire the people to make the videos. Therefore, yes, you will have more consistent content, the content will be better, the algorithm will reward it, people will watch it longer, your thumbnails will be better. And then it just becomes where the people that seem successful on the platform are all really wealthy, when in reality they're wealthy. They, they have money, therefore they invest it into creating better content and is rewarded by the algorithm. So it's a very interesting business. Like that thing I talked about at a conference like that success is not linear, is like, it is magnified tremendously on media because.

You have this thing called the algorithm that you can't control. And the algorithm just magnify. That's why people make content for years. And all of a sudden they just take off, go to the moon.

And it's because not only is it, they're getting the reps, not only is it they're getting skills like we would in all of our businesses. It's the fact that you also have this other thing called the algorithm, which is like, as soon as you see any success, it'll just magnify it. If a video is not doing good, it just like suppresses it. So it, like, it's very, very easy to see in media.

It's very interesting. Some of our videos will get like 20, 30,000 views and the next video gets like 250,000 views. It's like, what in the world. We were doing the same thing. So, like, one thing right now just, I'm just sharing kind of like, here, I'll switch this to education. One thing I'm looking at a lot right now, like in terms of videos and media, is like, you need an antagonist. Is what I was talking about. The media team yesterday in our meeting is like, we need to find antagonists. The videos that do really good, we consistently see have a good story, great. But they also have someone that everyone roots against. Like any good drama or movie, there's the good guy and there's a bad guy. There's someone who's like making the resolution to the story and then someone else creating the problem. When those two people meet, there's a climax. And so a lot of times the owners that we meet, they are the antagonists because they willingly said that they have a problem, whether it be leadership or capital or they don't know how to hire people or whatever it is. And so they're a lot of times the antagonist. Sometimes though, they're just really nice people. And those videos, although we think they are really good business principles. They don't do well because there's no antagonist. So, for example, I'll just use an example. The Top Dogs roofing video. We just made probably one of our best edited videos ever. We spent a lot of time making graphics and, like, B roll and, like, tons of stuff. However, it didn't do well. And in my opinion, it's because all those four guys were really nice. And they just nodded at me and said, yes, like, we will make those changes. And they did. They literally made all the changes in their website, and they started doing the marketing, everything I recommended. There was no antagonist. There was no one pushing against. There was no. No one, like, openly saying, like, how. Like, it was obvious to the viewer that this person was a problem. There was no one like that in the video. And so it's just another skill. Like, videos is just, like, another skill. The same way that I would say, like, running a businesses, learning financial statements, looking at PNLs, doing marketing. These are all the skills. And the more reps you get, you start seeing patterns. And so we're starting to see a pattern in that one specific instance. As, like, if you have an antagonist that people root against, and ideally, you show them as an antagonist, and then you make them a human or you kind of build them up as a bad person, like, oh, they're a good person. That's like, that's a perfect thing. And a lot of times that will show them being emotional because it immediately will humanize someone that is otherwise an antagonist. And it goes this roller coaster of emotions for the viewer. And that's what movies do, right? You like someone, you thought they were good, and they turn on them. Like, that's an emotional spike. They become the antagonist when you thought they were good, vice versa, right? Like, the same thing. Like, you thought they were bad, and all of a sudden, it's like they come in and save the day. So, yeah, it's something we've learned recently. All right, everyone, have a fantastic Wednesday. Whoa. Yes. Okay, look at this. Let's see. Okay, so I heard if you do this, it was raining.

Dude, this blows my mind. That is so cool. All right, guys, we'll see you tomorrow. Take care.