WATCH THIS, And Never Lose A Customer Again

Most sales calls are lost in the first 20 seconds because the salesperson sounds like a commodity. If you're tired of losing easy leads to the guy with the lowest price, pay attention. In this video, I'm giving you the exact keywords that position you as the logical authority, the specific company facts that kill competition before they even speak, and the bulletproof rebuttals to the 5 objections that are currently killing your close rate. Stick around because by the end of this, you'll have a script that makes price irrelevant. So the first thing we're talking about here today is first impression sales. This knowledge that I'm sharing with you guys is all the knowledge that I— literally pure tactical ways to position yourself as the authority. First thing we're going to do is talk about inbound sales. This is the first 20 seconds, the first impression of the sale. So inbound, we get a call. There's 3 different scenarios. I need my lawn mowed, I need my weeds treated, and I need mulch in my beds and bushes trimmed. Initially, the first 20 seconds after you give them a good greeting, what does a good greeting look like? Thanks for calling Military Lawn Cuts. My name is Will Kelly. How can I help you today? That is what a professional authority company looks like, and it positions them that they are in good hands. So initially, after I give them that, they're gonna say, hey, I need my lawn mowed, I need my weeds treated, or I need mulch and bushes trimmed. First off, this is where most people get it wrong. They jump straight into, cool, "Let me get the price and jump on into it." Reassure them that you are in good hands. We'll just say that the customer's name is Mrs. Jones. "Hey, Mrs. Jones, thanks so much for calling us today. I want to reassure you, you called the right company. You're in good hands, and that is exactly what we specialize in." Immediately, the first 20 seconds of the call. Now, this doesn't win the sale, but it positions you as having the authority to convert the sale. Missing this, they're automatically gonna shop prices around 'cause they don't feel like you are the authority. So response, you're in good hands, this is exactly what we specialize in, thank you for calling, you called the right company today. All right, so that's initial. Now, how do we handle these calls? There's multiple different ways. Now we're gonna use this more as in-training as well here. So I need my lawn mowed. The very first thing that we need to do is identify and qualify if this is a legitimate lead. We don't offer mowing by itself. So the first question that I ask, hey, Mrs. Jones, thanks for calling. Okay, cool. Yeah, you need mowing services. Great. That's exactly what we specialize in. In fact, we have over 400 clients on a recurring program that we currently do mowing services for. Now for this service, Mrs. Jones, are you looking for a one-time cut? Are you looking for more recurring services? I'm looking for the answer that says recurring services. If she says that, then I can continue to again sell her on the next idea. So she says, hey, yeah, I'm looking for somebody to take care of it this summer. Great. Awesome, that's what we specialize in. In fact, we don't even do one-time cuts. With that being said, Mrs. Jones, I did want to let you know we are a military company. We focus on delivering the highest level of quality, and the way that we found to do that is— here's how— we pair our mowing with our weed control service, so much so that we actually don't offer just mowing by itself. All of the 400+ clients that we have locally are on both our mowing and weed control services. This secures us and the customer as having FOMO, fear of missing out, that there's 400 of her neighbors that are also have agreed to everything I'm going to pitch and sell them today. This is Sales 101. I'm building factual data. You can also use Google reviews. You can check us out online, 400+ Google reviews. We are the 5-star lawn company around. Now after that, I say, you know, so hey, do you have any weeds in the yard that need to be treated, or are you just strictly looking for the mowing service? If she says she's just strictly looking for the mowing service, that's not us. We wouldn't be able to provide you with our 5-star services. Unfortunately, we're going to refer you out to someone else. Now, if you want that type of quality, we're in right now. All of a sudden, in the first 60 seconds, we are positioning ourselves as the authority. We're not reaching or feeling desperate. We are vetting them in that process to see if they're a right fit. For us. So let's talk about keywords. This is very important that I see most people miss. But if you get this right, this will again separate you from the competition. The keywords that I love to use are number 1, military. Why? What do you think of when you think of the military? Reliable, consistent, dependable, trustworthy, honest. I mean, think about it. If the country went to war, who do you think they're going to call? The reliable, dependable, accountable, honest, military. Lean into it, right? Military company. We are a military company. Okay, the second thing is going to be that we focus on the highest quality, and I really like to pronunciate my quality. We are a quality service. You see how I drag that out? We're a quality lawn care company. Now the way that we found to do that is through our— through both our mowing and weed control service. So much so that we actually don't offer just mowing by itself. All of the— now we're building context here— 400+ clients that we have are also on our mowing and weed control service. So again, they don't think that they're an outsider that's like, wait, this isn't normal. No, this is normal. There's 400 other neighbors that they have that are already doing this. Might as well join them. After I say that, I say, so Mrs. Jones, I know you called just about mowing today, but do you have some weeds in the yard that need to be treated, or are you just strictly looking for the mowing service? You see how I'm leading and I'm asking these clarifying questions depending on which way they go. With that being said, some of the other keywords that I really like to use is going to be 5-star service. And again, there's a balance with this, all right? I don't just— these are all things that you kind of put in your tool bag. I don't just come out of the gate and just throw all of these at them at once, right? I'm tactfully inserting these in different ways and different times of the conversation so I don't feel like I'm just right out the gate, boom, boom, boom, boom, boom, boom. Right out the gate, I'm going boom, and then maybe boom, And then, hey, Mrs. Jones, yep, just wanted to— and then I'm asking clarifying questions, then we start to get down to it. And then I'll pull another one of these out of my toolbox. I'll say, hey, you know, we're a 5-star lawn care company, we'll get things rolling that way. All right, now once we get through the spiel, because by this point, you know, hey, we focus on quality service, we do the mowing, the weed control, and then boom, they're like, yep, cool, what's price? Always give them the scope of work first before giving them the price. If you just give them the price, they turn their brain off, they're not listening anymore. Deliver the value first, tell them everything it's going to include, and then hit them with the price at the end. Number 4, anytime they have a question, all right, this is, this is a good one. That's a good question. Anytime they have a question about the service, this is a good thing. This gives us the green light to know they're interested, they're leaning in. Again, they, they want to feel like you are the authority and they, and that we know what we're doing. So some questions they may ask: hey, are the products pet and human friendly? They wouldn't be asking this question if they didn't want to sign up, okay? They want you to convince them on why they should sign up with us. If they're asking these questions, my response to it every single time, I don't care if they ask one question or they ask 7 questions in the conversation, but whatever the question is, hey, they ask me a question, I say, that's a great question, Mrs. Jones, which actually I go by first name, by the way. This is just kind of a training thing. That's what I say Mrs. Jones, but I'll say, hey Jennifer, Jennifer, that's a great question. So the reason why all the products that we do use are pet and human friendly, and then down the road, you know, after a little back and forth, she'll say, okay, yeah, that sounds good. Uh, do you by chance, you guys, uh, bag clippings? Hey Jennifer, wow, that, that's a, that's another really good question. The reason why we don't bag clippings is because when we come out and fertilize the lawn It actually produces seed inside of the grass, little seed shoots that pop up. And so what we want to do is have our mowers go over the grass and mulch up, chop up those grass seeds and fall right back down into the lawn so that way they can reproduce and multiply and bring you the thickest lawn possible. That is just the way that we found to bring the best results. When you answer questions like that, right, you deliver that, you say, hey, that's a great question. That's such a good question. You're reinsuring and you're reinforcing, bringing them in to trust you. Very good stuff. All right, last thing on this, and then we'll jump into the obstacles. So anybody that's watching, last one, number 5, and then we'll go into the objections. The words that I love. Okay, so, so now they're asking us some questions, kind of pulling them in. We're explaining to them that we're professional. That's another one, by the way, keywords: our professional mowing services. Everything we do is professional. We're a professional company. Hey, I need some bush trimming. Great, we do offer professional bush trimming services. This is what it entails. I need my weeds treated. Do you guys offer that service? We do offer professional weed control services. Everything's professional here. Okay, separates you. Once you get to the, to the end where you've given them the scope of work of our professional lawn care services, and then you give them the price, what I like to do where most people kind of fail is they kind of just stop. I like to roll in next of like, when can we solve their problem now? When can we get them on the schedule? Hey, it looks like your mow day is on Wednesday, so we would be able to get you in this week on Wednesday for you. And then the question to close the sale. So two ways you can do this. So either you can say, did you want to secure your spot or get on the schedule? Okay, it's the most easiest, less friction type of question for them to say yes. Hey Jennifer, this is what it includes, this is the price. Did you want to go ahead and get on the schedule? Did you want us to go ahead and get this taken care of for you? And then she's like, yeah, that's Sounds good, go ahead and put me on schedule. Cool, let me just go ahead and save this estimate so that way we can secure your spot. And then all we're gonna need to get you on the schedule would be a good card on file. Do you wanna use Visa or MasterCard? I'm assuming the sale. It's not, hey, we just need your card on file, is that okay? 'Cause now that's a yes or no question. It's all we need is a good card on file. Are you gonna use Visa or MasterCard today? Try it, test it, I'm telling you. When you ask these directive leading questions, their cognitive brain turns off and they feel comfortable and they feel like, you know what we're talking about. So we need to be able to lead them properly in order to secure their spot.

One of the best pieces of advice I ever got from my mentor was this: only take advice from someone who is already where you want to be. And that changed everything for me because I became very selective on who I took guidance and advice from. Now my business partner and I are coaching and mentoring other home service business owners just like you who are wanting to grow and scale their business. So if you're wanting to get to where we are at, click the link in the description below and join us.

I promised you guys that if you watched all the way to the end, I would share with you the 5 most common obstacles that I see when I am booking people over the phone, or at least attempting to close the sale over the phone. Before I give this to you, if you are watching this and you are not a subscriber, now is your time to jump off the train, okay? Make sure you're subscribed to the channel. I'm giving free content out like this every single week. It helps you guys, helps the channel. I make these videos for free, so please hit the subscribe button. Let's jump into it. First thing is, yard doesn't need weekly, okay? Very common. Hey, because we only have one mow schedule, we're biweekly in the spring and the fall. During the summer months, we're more of a weekly rotation. And the customer's gonna say, hey, my yard doesn't need weekly. I say, you know what, that, that's a great statement. Most customers feel that way when they first come in. Once we start to come out and those fertilizers down on the lawn during the summer, as long as you're watering 2 to 3 days a week as recommended, your grass is gonna get super thick, super healthy, and grow very, very quickly. We have found that almost all of our lawns will need to be cut more on a weekly rotation. This is an obstacle, and maybe it's financial, and they don't want to pay for the service all week. I'll give you a quick loophole, customer. There's no contracts with us, and so what you can do is is if your yard doesn't need it— now we understand in Texas there's a drought season in June, July, August, right? If your yard doesn't need to be cut each week, if you would like to skip a week, no worries at all. All you need to do is let us know one day advance, 24-hour notice at least. Let us know that you don't— that you want to be skipped this week. We'll go ahead and pull you off the schedule and you won't be billed for that service. Just be careful if there's a lot of Mother Nature natural rain coming in. This could cause a potential overgrown fee, but What we have found is if it's only like $5 or $10, we're not going to nickel and dime you and charge you for that. But we just need to, you know, make you aware that there could be an overground fee. But during the drought season, 99% of the time, if you want to skip, there's not going to be any overground fee. So you're reassuring the customer of that if they don't want to pay for weekly all summer long. That's kind of the loophole. All right. Number 2 is— these are, these are obstacles you're going to get from customers that are going to say, yeah, all this sounds great, but my dog eats the grass, so I can't get weekly. Control. This is the two ways that I would handle that. Dog eats grass. All right, now all of our products are pet and human friendly. You just have to wait until the product dries before going out onto the lawn. If the dog eats the grass, that's not good. So what we would say is, hey, we're going to notify you 24 to 48 hours before we're coming out to do a treatment. And then during that treatment day and the day after, we would recommend at least walking your dog down the road so that way the dog isn't in the backyard eating the grass. Now I know that's kind of an inconvenience, but it's an option. If the customer doesn't want to do that, then what we could do is, hey, we could just treat the front yard, and then that way the backyard, we're not entering, we're not treating. We'll still mow it if you need, but we could do the mowing for the front and the back, and then just the weed control in the front yard. That is the workaround when they have a dog that eats grass. All right, number 3, you'll have a customer that says, well, I want my grass clippings bagged. We get this a lot. We actually don't offer this service. The reason why we don't bag our clippings is as simple as this. And again, educating the customer and telling them why will defeat 99% of this obstacle. The customer will be like, oh, okay, that makes sense. And then they'll just roll with it, right? Hey, the reason we don't bag clippings is simply due to this. During the summer months, when we come out and do those commercial-grade fertilizers, it produces seed that pops up in the grass. The last thing we want to do is come through, cut the grass, and pull those grass seeds off and dispose it somewhere else. We want our mowers to chop up and mulch those grass blades and, and seed to fall back down into the soil so they can reproduce and multiply and get a much thicker, healthier lawn. That is the best way that we found to bring 5-star results. So that is how we handle that one. And then number 4, credit fees or credit card fees, okay? Customer's going to say, "This all sounds great. I like it. I want to pay cash. I want to pay Venmo. I want to pay Zelle. I don't want to put my card on file because I don't want to pay the credit card fees." Hey, no worries at all. Just so you know from the office side, we really want to push credit cards, okay? It just makes our billing life way easier. However, we do have an option that they can set up an ACH payment. So, the credit card fees are 2.9% currently with a 30% transaction fee. Sometimes adds up. Sometimes it's like a buck or two. Additional to whatever the low price is. But for the ACH option, they can set up their checking and routing number inside the customer portal, and it's only 5 cents per transaction. So if you're getting an obstacle that they don't want to pay the fees, then the last resort option is they can set up an ACH on file with us. We can send them the link, and then we can go ahead and bill them that way, and it's only 5 cents per transaction, saving tons and tons in fees. All right, the last one. Now, this may seem like it's not an objection, but I can reassure you it is an objection. The customer, you're going to get to the end of it and they're going to say, can you send it to me in an email? Our job as salesmen is to close the sale over the phone. If we get off the phone, the likelihood and chances of them actually putting their card on file drastically drops off. When they hit you with this obstacle. Hey, this all sounds great. Do you mind sending that to me in an email? The way that I would handle this is, I can. However, let me tell you about this special promotion that we're running today that I don't want you to miss. So here's where I would go in. Hey, we offer 50% discount if you book today with me over the phone. I can go ahead and get that set up for you. All you need to do is put a good card on file. Do you want to use Visa or MasterCard? I always follow that up with, do you want to use Visa or MasterCard? It's just a very nice, easy link. Definitely recommend trying it. Yeah, I would really try to push them to give us the card information over the phone so that way we can actually set them up. Because here's the thing, if you send them the email and hours later they go in and accept it, that— we don't give that— those discounts to everybody, and that discount might be missed. So, customer, to ensure that I can make sure that you get this estimate, the best way that we found to do this is if we could, you know, get, get you set up while I've got you over the phone. I can ensure, then you get that 50% off discount and get your account all set up so that way you don't have to worry about this at all. Those are the 5 obstacles that I've seen that kind of come up. They're not necessarily objections saying that they don't want the service. They're just like, hey, these are my preferences. And then it's our job to realign them back on why we do what we do and why we have found the best results with the approach that we are doing. Guys, thank you so much for watching. Hit that like button, subscribe to the channel if you want to grow a million-dollar lawn care business, or expand your department. This is all good stuff, all free content for you.

Hope this helps.