Show Your Boss How An Investment In YOU Can Restore Lost Opportunity

BY: Joe Crisara

If You Don’t Invest In YOU Who Will?

The Total Immersion Service Sales Summit is the only participant-centered service sales improvement training system that…

·      Preps students with pre-training video eLearning

·      “Totally Immerses” attendees for 5-days to create new successful habits

·      Follows through with 4-weeks of coaching after you attend the event

Our current and past alumni students are this year celebrating our 200th event. Now you can join us to do something different this year and improve your confidence, leadership and customer service results all while making more money for your company and your family. If you do attend, your company, your family and you will be glad you did.

Getting Approval From Your Boss Too attend Is Easy

  • STEP 1: Do The Research

    Before you talk to your boss, get the number. Find out how much your average invoice is for the company on repairs and replacement. Pretend like you own your company. Ask yourself what impact it would have on your company and your family if your customers were 100% happy with every purchase and your sales increase by 278%. What impact would that make for everyone? Total Immersion is NOT an expense. It’s an investment that pays back forever.

  • Step 2: Calculate The Investment

    Look at the Total Immersion 2018 Summit locations at www.tisummit.com and find the one that would be the most cost effective for your company. Figure how much driving or airfare plus lodging it would take to make this a reality. (Roughly $4,000 in all expenses for the 9-week Total Immersion Experience)

  • Step 3: Present Training Options To Your Boss

    Outline what the investment would be first for you to attend. Then take your sales results from last year and multiply them by 2.78. Example if you did $150,000 in sales last year, take $150,000 X 2.78 = $417,000 ($267,000 increase) Ask your boss, “If you invested $4,000 in me to attend and I gave YOU a $267,000 increase in revenue and profit, what would happen then?

  • Step 4: Close The Deal

    Once your boss picks his jaw of the floor from being dumbfounded by your amazing research and due diligence.  Just ask him the final question… “What should we do?”

I definitely hope you get this one closed.   If your not sure if Total Immersion is right for you, why not go to our amazing list of videos that show what our students have said about our training. Click here to see what they are saying about us

“With the trainings and the business development that Joe provides, you see average people performing extraordinary results. Not everyone who’s born with the talent is successful, but those who practice and learn can be successful. It’s quite a transformation.”

Neil Mussan, Patriot Electric

Go to www.tisummit.com to begin your new life now!

Top List Of HVAC Upgrades To Offer Your Clients

BY: Joe Crisara

Are you a door that stands in the way of opportunity for your clients to have a safer, healthier, more comfortable and reliable HVAC system? Or are you a window that shows people the possibilities to upgrade their current system.  Don’t have the imagination to think of solutions for clients? Here is my top list of HVAC upgrades to offer to clients on repair, maintenance & sales calls…

  • Outdoor “Re-level For Life” – Remount the outdoor system using limestone screenings and 3/4″ rubber isolator pads. Lifetime warranty on re-leveling can be given if you do it right.

  • Flood Prevention Emergency Protection –EZ trap” to shut off AC so it doesn’t flood your basement or attic.

  • Extreme Hot Weather Kit – Upgrade to a 50 amp contactor, hard start kit, 440 vac capacitors & install a time delay relay

  • Animal Guard – Pull 2 wire through 3.8″ poly vinyl jacket to protect against weed whacker’s and rodents chewing through outdoor wire

  • LED Can Light Retrofit – Identify unsealed can lights in a home and replace with LED retrofit to seal energy in home. Each can lights lose up to 1/2 ton of cooling in a home and allow fiberglass to infiltrate the living space

  • Attic Fire Breaks – If a chimney is not fire-breaked in the attic it allows fiberglass and contaminants to enter the home and is also a fire safety issue as well

  • Attic access Sealing – Why is the entire attic insulated and sealed but the attic access hole is unsealed.  Solid foam access doors that latch air-tight and attic staircase covers are available to stop massive infiltration from these holes

  • Power Surge Protection – Protect motherboards and damage to compressors by installing a surge protector

  • Carbon Monoxide – Fire – Smoke Safety Protection – Install a wifi connection low level carbon monoxide alarm in all levels of the home

  • Wifi Connected Temperature, System & Energy Monitoring System – A Wifi connected thermostat will not only allow you to control your temperature from a cell phone but also alerts clients to “System Needs Service” calls.

  • 5 Year thru 1 Year of Media Filter, Humidifier Pad &/or UV Bulb Replacements

  • Media &/or Electronic Air Filter Installations

  • Humidifier Installations (Steam-Power-Bypass)

  • UV Air Purifier Installations

  • Whole House Dehumidifiers – Super dry dehumidifiers for basements to prevent mold growth for the safety of the children

  • Return Air Duct Upgrades – Upgrade return air systems to 100% capacity so that clients stop damaging systems due to restricting the airflow. (This should be sold by each tech at least 3-4 times per week)

  • Grill & Register Replacements – Nothing looks worse on white carpet than brown registers. Also to upgrade return grills to aluminum from stamped metal.

  • Air Duct Sealing – Air is a product after it has heated or cooled. What are you doing to make sure that clients can keep the conditioned air that they have invested in?

Can you think of any others? Comment below and I’ll add them to the list!

Caution Ahead: Getting Through Tricky Customer Interactions

BY: Joe Crisara

Let me start by saying I LOVE sports. I believe anybody who is a competitor, is drawn in by those who strive to reach the highest level of a sport they are passionate about.  When playing a professional sport, an athlete would never neglect practice. They would never choose the easiest, low-pressure scenarios as preparation for actual games. They push their bodies beyond the limit and that’s why they are the best. If they only took slow, steady grounders in the infield, they probably wouldn’t win a game or have a job for much longer.

The same scenario applies to contractors in the service business. It’s not the easy, friendly customers that you need to worry about. It’s how you respond to the ones who throw difficult curve balls that separates you from your competition.

Using the strategies below, you can anticipate conversation-stoppers or deal-killers, and break on through to create productive and profitable working relationships with your clients.

They Come By Many Different Names & Games

You will start to notice patterns in the types of frustrating answers that potential clients throw back at you. You can name them and tape those labels to the wall (where no customer would ever see them!) if that helps motivate you and your team. I have certainly noticed these repeat types of objections or challenges you hear from customers on a service call, and I’ve applied my own set of labels to them. I’ll share some of them here:

– The Gatekeeper wants you to tell him all your prices upfront and then he’ll go talk to his wife and get back to you.

– The Apple Buyer got a full proposal from another company and just wants to know your price.

– Mr. Stuck in the Past tells you he had it fixed during the Nixon years for $187 and asks if that’s still the price.

– The Broke Ass just spent a load of money on his gold-lined Jacuzzi and now has nothing left for the house electrical.

– Mystification Man tells you everything’s working fine right now but he just wants to get it checked out.

– The Know-It-All informs you that he’s already figured out exactly what the problem is and that’s all he wants done.

There’s a lot more of these colorful characters but they all really have more in common than not. The good news is that you only have to stick with a small set of simple, strong principles in order to take back control of the interaction and create outcomes worthy of the professional, pure motive service that you and your company are providing.

Continue reading “Caution Ahead: Getting Through Tricky Customer Interactions”

How to Stand Strong with Pushy Customers

BY: Julie Crisara

In the home contracting field, you will experience what I like to to call “service terrorists”. Yes, it sounds harsh, but these folks are extremely disgruntled customers- for whatever reason- who can disrupt your day, get in your face, and make experience a temporary loss of self esteem.

You don’t have to let this happen, there are ways of maintaining a sense of control and balance during even the most trying and emotionally reactive customer service call. Unfortunately, it can be the one bad customer interaction, especially where you feel that you dropped the ball, that you’ll remember and will bother you, after you’ve had 1,000 good ones. That’s why I am presenting to you this list of 7 tools which will aid you greatly in keeping your heading and a sense of control when dealing with highly emotional, angry, out of control customers.

Use Pure Listening

Often, as a home contracting professional, we want to jump in and fix the problem before we’ve even heard the customer’s whole speech. Maybe we assume something about a customer’s issue and jump to a conclusion. Or we decide that they don’t really know what they’re talking about. Or, we say to ourselves “I’ve heard this one before.” Let them speak first and listen completely. Have no filters in your listening. Offer no resistance. Actively listen but don’t say a word, except the briefest acknowledgment that you’re actually on the line. Let them say everything they want to get off their chest, and then create a time buffer between them speaking and you speaking, so it doesn’t feel like you had your answer anxiously waiting to go.

Continue reading “How to Stand Strong with Pushy Customers”

10 Excuses Your Clients Can’t Stand to Hear

BY: Julie Crisara

Excuses are like emergency vehicle sirens. They grate against our ears and if we hear them, there better be a damn good reason they’re being used. Sure there are some excuses that are completely warranted – your car really did get a flat tire, your doctor truly gave you a signed medical note, or your dog actually ate your computer flash drive. But a great deal of the time, excuses are just made up stories meant to buy time and goodwill from our clients, and to avoid taking head-on responsibility for the shortcoming or misstep. In the home contracting industry, if you use the following excuses on a regular basis you will find angry clients followed by a severe drop in your company’s profitability. It’s not too late to avoid these pitfalls- read on!

Continue reading “10 Excuses Your Clients Can’t Stand to Hear”

How to Use Texting to Grow Your Contracting Business

BY: Julie Crisara

In the contracting industry, you use the latest tools to make your efforts the most effective. It’s all about taking advantage of the best technology. Why should marketing your company be any different? The basic principles of marketing may remain constant but the platforms we use change over time, and sometimes rapidly. It wasn’t all that many years ago, that Internet advertising seemed like a wild new frontier. Many folks in our industry questioned this weird, far out “World wide web,” saying that they would stick with the old tried and true methods like newspaper advertising in the Yellow Pages. Nowadays, what contractor working today doesn’t have a website, and how many established contracting businesses only spend their advertising budget online?

We’re in the same kind of evolutionary period right now with another cutting-edge technology- texting. That’s right, the same text messaging you use to send notes to friends and family from your phone can be used to significantly improve your contracting business!

The first thing you need to know about text messaging (technically known as SMS) communication is that you need to make sure that those receiving your messages have subscribed to your marketing list. They need to have “opted in”. Don’t just blast text messages to any and everybody because besides being highly frowned upon, there are actually laws against this.

To start building your text message marketing list, include a brief opt-in code, or “Text ‘Start’ to this number” on all your existing marketing and customer communications- flyers, print ads, business cards, invoices, receipts, coupons, in-house signage, vehicle signage, website, emails, social media, etc.   Continue reading “How to Use Texting to Grow Your Contracting Business”

Dead Man Walking: 5 Ways to Become an Ex-Employee

BY: Julie Crisara

Everybody has a dream, and some people’s dream is getting fired. Ya know- canned, pink-slipped, see ya later alligator! Okay, I don’t know positively for sure that being let go is their dream, but observing some sales managers in the home contracting industry, it sure seems like it. I mean, if these guys weren’t trying to get cut loose then they just coincidentally happened to be doing the very same things that’ll send you out the door and down to the Unemployment office faster than you can say “Invoice attached.”

I don’t want anyone to get fired, especially if they actually like and want to keep their job. I have a special soft spot for people in the contracting industry, because I’ve spent decades actually working in that field and also as a consultant helping other contractors improve their business, using the things I have learned and observed over the years. But I realized that it’s so easy and so common for seemingly bright and well-intentioned contracting sales managers to make decisions that were really detrimental- and self-destructive- in the long run without even knowing it. It turns out, a lot of this stuff is NOT just common sense!

Instead of telling you- a current or aspiring sales manager or other supervisory position in the home plumbing, HVAC or electrical contracting field- what to do to keep your job, I’m going to tell you what to do to get fired. If you don’t want to get fired, just use reverse engineering. Continue reading “Dead Man Walking: 5 Ways to Become an Ex-Employee”

The Power of the Introvert – Go From Shy to Shine

BY: Julie Crisara

The word “shy” seems to be a rather easy, catch-all term, all too often applied in sweeping statements to justify or at least explain away various potentially problematic behaviors. That child who freezes up and runs away when spoken to by a safe and friendly stranger? “Shy.” That friend you go to parties with who seemingly won’t initiate or act on any social situation, no matter how potentially beneficial? “Shy.” That person you try to network with in a professional manner who leaves you hanging with awkward, icy near-silence? Also, just “shy.”

But what does the word even mean? What is shyness? When does it come out in a person’s behavior? What causes it and what can be done to change it? If you think shyness is an issue in one’s regular private life, imagine how large an impact it can have in business, especially sales.

Continue reading “The Power of the Introvert – Go From Shy to Shine”

10 Tips You Can Do To Expose Unlicensed Work

BY: Joe Crisara

Shed Light On Dishonesty

I want to start by saying that I am against government interference in the contracting industry as much as anyone.  It is certainly hard enough to profitably operate an HVAC service contracting business without another partner who is guaranteed their profit before the contractor owner has to pay all of the bills associated with each job to reveal if there even IS a profit.

However, one of the places where local government and some dishonest people in the trades makes a mockery of the statutes and laws, is in the area of licensing and permits. The reason for licensing and permits is to protect the public against unsafe work being performed. There is also an element of consumer protection.  Local government has registered and tested licensed professionals to protect against unsavory characters that are posing as legitimate service contractors. Continue reading “10 Tips You Can Do To Expose Unlicensed Work”