Sales

Ep.97: The Magic of Disney’s Customer-Service Strategies with Pete Blank

If you’ve ever visited any Disney theme park across the globe, you may think nobody does customer service and experience like Disney. Although the execution is complex, the baseline concepts are quite simple. 

In this episode, Pete Blank shares customer-service strategies from Disney with Victoria and Mark, and shows you how to apply these lessons to your remodeling company to boost your own team’s customer-service performance. 

Pete has been developing leaders and improving service levels of organizations for the past 25 years — 13 of those with the Walt Disney Co. and the past 12 in local government. He loves inspiring others with ways to enhance their organizational culture. You can learn more about Pete Blank at his website: www.peteblank.com, or on his LinkedIn page

Growing up near Disney World in Orlando, Pete says he knew he always wanted to work there. After a few years as a sportscaster in Alabama, Pete went to Florida and began working at Disney World. He and his wife and family moved back to Alabama and he got what he saw as a temporary job in local government, where he still uses those customer-service strategies. The biggest challenges to providing outstanding customer service and experiences are speed and expectations. Technology has changed the speed and convenience with which goods and services can be delivered. You have to align your clients’ expectations with what you can actually deliver. Pete talks about how you and your team can consistently offer the best service possible, including:

  • The difference between customer service and customer experience
  • How social media amplifies all experiences —good and bad
  • Making customer service part of you mission statement
  • Looking for what “above and beyond” looks like in the future
  • Making the experience consistent 
  • How emotional connections create relationships
  • Bringing creativity to customer experiences
  • How to measure your customer-service success
  • The power of follow-up surveys
  • And more …

Pete says remodeling can emulate the magical experiences of Disney — your clients are choosing to transform their spaces, and helping them through that can be a transforming experience for their homes and their lives.

Ep.96: Tiered Growth: Understanding Metrics and Recognizing Signs to Set Profitable Sales Goals with Michael Hodgin

Most people would consider a company jumping from $1.5 million to $3 million in revenue a growing organization. However, when we look beyond gross sales, those numbers don’t necessarily mean it grew. It could even mean the company is less profitable — and ultimately less successful — than it was before. 

Michael Hodgin says planning for, and implementing, tiered advances are a better strategy for deliberate, healthy growth.

In this episode, Michael discusses his tiered increase growth strategy with Victoria and Mark. For healthy growth, he says you have to set and meet certain goals for sales, job costs, systems and performance before taking the next step.

Michael is a general contractor and business consultant living in the Rogue Valley of Southern Oregon. He started his first construction company as a one-man-show in 2000, eventually growing Coleman Creek Construction to include a successful team of 15. Michael joined Remodeler’s Advantage in 2016 in an effort to deliver the greatest possible value to his clients. Investing in the development of efficient systems for his own business inspired the creation of his consulting agency, Maestro’s Toolbox

Micheal says that your company’s gross sales should bump up to the next milestone only once your teams have mastered sales, pre-construction, and production systems at their current revenue level. That puts a company in a stronger position to handle the inevitable increase in workload. He talks about how to accomplish healthy, tiered growth for you remodeling company, including:

  • The infrastructure milestones to hit
  • Taking deliberate steps
  • The importance of setting goals 
  • Focusing on hitting those goals
  • Proving your success 
  • Nailing down all your job costs
  • Managing slippage
  • Building the foundation for growth
  • The metrics that tell you that you’re ready for the next step
  • Stepping away and delegating
  • And more …

Planning your growth, setting targets, and understanding why and how you hit them will spur the right kind of growth for you and your company.

Ep.85: Unraveling the Undervalued “Proactive Outbound Sales Call” Metric with Abe Degnan

Our Roundtables members share their financial metrics at every meeting, in what we call the composite report. But there’s one field that’s almost always reported as zero.

It’s the proactive outbound sales call metric. It’s confusing to many, not just as a field on a spreadsheet, but as an activity.

Abe Degnan says this metric is valuable to all remodeling companies, and making those calls builds his own company’s sales pipeline.

In this episode, Abe joins Victoria and Mark to explain the proactive outbound sales call, how to track it, and what it can do for your company. 

Abe is president, problem-solver and life changer at Degnan Design Build Remodel in DeForest, WI. He also manages day-to-day business operations — and as a long-time Roundtables member, Abe knows how important it is to measure what is managed.

This statistic isn’t just for replacement companies with a call center, says Abe. A proactive outbound sales call also doesn’t have to be a phone call. It occurs any time you follow up on your sales process in a way that is outside of your established sales routine or is something your client isn’t expecting you to do. Abe talks about what those follow ups can be, and how to track them, including:

  • Why sales needs to do it, not marketing
  • Sending handwritten note cards
  • Calling on cold leads
  • Contacting a lead that fell off your radar
  • Networking for leads
  • The number of activities you should do
  • The ROI on the effort
  • Who you should reach out to
  • Including it in your marketing plan
  • How long it can take to convert
  • And more …

Making proactive outside sales activities a part of your business can get, and while it’s a marketing activity, it has to be carried out by the sales staff to be effective.

Speaking of Marketing…

If you’re looking for more ideas and better ways to market your company, check out Mark Harari’s Masterclass this December 9th & 10th in Baltimore called “I ‘AM’ the Marketing Department.” It covers all the major aspects of running a marketing department, and is specially geared to meeting the needs a marketing department of one.

Ep.83: Using Trade Area Analytics to Grow Your Business with Nick Ogle

There’s not much that’s more frustrating than missing out on business opportunities close to home. Understanding the numbers that surround your business’s trade area is critical to determining what may be flying under your radar. Through analytics, you can interpret those numbers and take advantage of what they tell you.

In this episode, Nick Ogle talks to Victoria and Mark about how using trade area analytics can help businesses with growth and strategic planning.

Nick is the Bath & Kitchen Buying Group’s executive director, and brings more than two decades of kitchen industry experience to BKBG, having previously served as director of strategic partnerships and national accounts for Masco Cabinetry. Nick received his degree in selling and sales management from Purdue University, and currently lives in Michigan with his wife and son. BKBG is also RA’s newest strategic partner in helping our members grow their businesses.

There’s so much information and data available, but you’ve got to pick the right numbers to analyze — and look at them the right way. Trade area analytics break down the numbers in your surrounding market and let you compare it to your own business model and services. It can be eye-opening, Nick says. He talks about how a remodeler can find the right data and how to use it, including:

  • Starting at your local library
  • Resources you can use for little to no money
  • What data to look for
  • Demographic and housing stock to analyze
  • What to compare your local data to
  • Setting benchmarks
  • Why it can help you grow your area or do better where you already are
  • How to identify the hot remodeling areas
  • Understanding your area’s history to predict the future
  • How to look at the numbers the right way
  • When to ask for outside help
  • Who to ask
  • And more …

Analyzing your local numbers can help you make the most of your marketing budget, reach the right people in the right places, and make more money. To find out more about BKBG, you can go to the website, or you can call Nick at 440-313-4275.

Ep.79: Helping Veterans Remodel with SAH Grants with Jay Latona

Caring for our veterans should be a national priority when they come back home. The Specially Adapted Housing (SAH) program offers grants to service members and veterans who have certain severe service-connected disabilities. The grants assist with building, remodeling, or purchasing an adapted home, but the program needs remodelers and builders to make it work.

Most people in the remodeling industry don’t know these grant programs and projects exist. 

In this episode, Jay Latona tells Victoria and Mark about this incredible program, and how it can enable remodelers and builders to provide a great service to our nation’s veterans, while also making a profit.

Jay is the chief, specially adapted housing at the Veterans Benefits Administration, and has worked as a remodeler and builder. He also served in the U.S. Marine Corps. Jay will be at the Remodelers Summit 2019 in Orlando, Sept. 24-25, to talk more about the program. 

The SAH program began in 1948 as part of the G.I. Bill of Rights. It provides funding to veterans to enter a contractual relationship with builders or remodelers to make homes more accessible to assist with independent living. The SAH program is funding more than 2,000 projects a year with more than $100 million paid out. Jay talks about how the program works, how you can get involved, and what it can do for your business, including:

  • What you need to do to register
  • Help with marketing it
  • The separate compliance inspections and who does them
  • How funds are dispersed
  • Connecting with veterans
  • Opportunities for new remodelers
  • The minimum adaptations you need to do
  • Other grant opportunities veterans can get
  • And more …

Jay says the registration process is simple, and can be life-changing for veterans. To get more information, and to download the handbook he mentions, go to: https://www.benefits.va.gov/homeloans/adaptedhousing.asp. And if you want more assistance, send an email to sahinfo.vbaco@va.gov.

Jay Will be a Guest Presenter at Summit… Don’t Miss it!

Jay Latona will be joining us at Summit and will give a brief presentation on how his organization is supporting veterans. If you haven’t registered for Summit, there’s still plenty of time to register and arrange your travel for the biggest and best Summit we’ve ever had!
Click Here for More information >>

Ep.72: [Unscripted Back-Up] Building a Successful, Profitable Remodeling Company with Brandon Bailey

It’s time for another Unscripted Back-Up. It’s a chance to revisit some of our best and most informative episodes. They’re jam-packed with information you can use — so if you missed it the first time around, here’s your chance to catch up.

Growing your remodeling company is filled with pitfalls and challenges that can prevent you from getting to the next level successfully. So many of our Roundtables members say it takes hard work, yes, but also a concentrated focus and a willingness to look for help from outside your organization when you need it.

In this episode, Victoria and Mark talk to Brandon Bailey, who’s a textbook example of a successful remodeler who made the right moves after deciding to significantly grow his business. 

Brandon is an owner of Bailey Remodeling & Construction, a design build company in Louisville, KY. After starting his business in 2005, Brandon was where many of our members were when they were starting out — producing good, reputable work but spinning their wheels with long hours, no systems in place, and no predictable revenue model. Sound familiar?

In 2009, Brandon and his business partner, Jon Steimel, set out to significantly change and grow their business. They’ve done a fantastic job, their awards include being named the 2017 Remodeler of the Year by the Building Industry Association in Louisville.They won two project awards from BIA in 2019. They are now have 10 team members and are looking for more.

Brandon talks about how the company has managed its growth, things to look out for, and what it has meant for the business and his life, including:

  • The specific challenges when growing
  • Finding outside resources to help his business
  • What it was like working with a business coach and peer group
  • Which KPIs to keep an eye on
  • Growing his team beyond the two partners
  • Building a sales system
  • Establishing a consistent and predictable revenue model
  • Increasing net profit
  • What his business and day-to-day life is like now
  • And more …

Brandon’s story will sound familiar to so many remodelers, and the steps he has taken to build a more successful, profitable remodeling company can be guide your own journey.

Join Remodeling’s Top One Percent

Brandon is a fantastic example of a business owner who took advantage of the Power of Roundtables. Our program is a world-class peer advisory service that brings together smart, motivated remodeling professionals, just like you, to help one another grow.

Want to learn how you can participate in this experienced braintrust? Learn More Here >>

Ep.68: Managing Your Sales while Wearing Many Hats with Chip Doyle

Most remodelers wear many hats, and sales management is only one of them. So you have to handle sales functions on a part-time basis. As you grow and add salespeople, overseeing that department becomes yet another job duty.

In this episode, Chip Doyle discusses how to successfully manage the sales department on a part-time basis with Victoria and Mark.

Chip wrote the book Selling to Homeowners — The Sandler Way. He trains many R/A members, including owners, salespeople, designers and project managers how to sell — without sounding like salespeople.

Being a good sales manager takes a different skill set than being a salesperson does. You need to be patient, predictable in your coaching, and temper your expectations for their own lead generation. Chip says he’s seeing a higher success rate with developing salespeople from within remodeling companies, rather than hiring from outside — people who are good at selling are already busy and making great money. But wherever your find your new sales staff, Chip talks about ways to set them — and your company — up for success, including:

  • When to hire a new salesperson
  • Performing a sales assessment
  • What they should sell first
  • Why prospecting is crucial
  • Why they should under-qualify leads
  • How many meetings to have and when
  • The questions to ask your sales staff
  • How to help your salespeople
  • Why truthfulness is mandatory
  • How much time to spend on sales management
  • And more …

Including why just selling the next step — not the whole project at once — is the key to good sales.

Get The Edge You Need

If you’d like to help brushing up your — or your staff’s — sales techniques, Chip runs a weekly training session called Sales Edge. It brings together a group of non-competing R/A members to sharpen their approach to this vitally important business function. Find out more today.

Ep.44: Building a Remodeling Sales Team with Andy Wells

Most remodelers start as the sole salesperson for their companies. Stepping out of that role is arguably one of the hardest things you can do — but you have to if you’re going to grow your company. Hiring, training, and managing a sales team is a challenge.

Normandy Design Build Remodeling has a sales staff of 22, and all have design or architecture backgrounds. This is more important to the company than having pure sales experience.

In this episode, Andy Wells talks to Victoria and Mark about hiring and training superstars at Normandy, where he’s the president and owner. Normandy has been in business for 40 years and does additions, kitchens, and whole-house remodeling throughout the Chicagoland area. Andy has been with Normandy for 21 years.

Expanding and growing your company takes sales, and more sales, says Andy. His newer salespeople are selling $600,000 per year; some with more experience are doing $2 million, topping out at around $4 million sold by one salesperson. Andy talks about hiring and training the Normandy way, with information you can use to build your own sales staff, including:

  • Why passion is the most important thing
  • How to be a Sherpa for your clients
  • The importance of being nimble
  • Clicking with the customer
  • Training in the culture
  • The value of ride-alongs for sales
  • Scaling the commissions and compensation
  • Moving from salary to commission
  • Meetings — what to cover and how often to hold them
  • Why sales managers can’t do all their own selling
  • And more…

So much more, in fact, that we ran out of time. Since we didn’t even get to the management part, we’ll be bringing Andy back soon!

Tell us about your experiences with hiring and training a sales staff in the comments.

Ep.33: The Sales-to-Production Handoff with Bruce Case

To many remodelers, a project works like a relay race, depending on good handoffs of the baton. The sales-to production-handoff is critical, and if you drop the baton, the race is over.

But there are ways to make it less of a hard handoff and more of a continuum, says Bruce Case. Bruce joins Victoria and Mark to explain how to break down the barriers and bring Sales and Production together as a team.

Bruce Case is the president and CEO of Case Design/Remodeling Inc., one the largest full-service remodeling firms in the nation with more than $60 million is annual revenue. Focused on the Washington, DC, metro market, the company provides a unique mix of design/build and home improvement services. Over the past 15 years, the company has extended its reach across the US through a network of licensees and franshises working under the Case Handyman & Remodeling Services banner. All these initiatives is focus on inspiring team members and clients.

Involving Production from the beginning of a job makes the projects more seamless and collaborative, creating a process that empowers employees and keeps them all focused on the bottom line. Bruce tells you how Case handles this team approach, including:

  • The need for accurate estimating
  • Why Project Managers get to sign off on a contract before the client does
  • Structuring compensation for Sales and Production based on gross profit
  • Who goes to what meetings and why
  • What to do when you need a tie-breaker
  • And a whole lot more…

Bruce talks about how to lead this process, and your team, with empowerment and accountability. For more about Case Design/Remodeling, check out their website. And we’re looking forward to Bruce’s AskAnything Fireside Chat at the Remodeler’s Summit on Sept. 26 — his fourth time sharing his expertise with us.

 
 

Ep.31: How to Successfully Use Cost-Plus Pricing with Josh Baker

The Cost-Plus Pricing model seems to go completely against common sense, but it’s a concept that we’re getting more questions about from our membership. One contributing factor is that consumers increasingly demand transparency when purchasing products and services — and homeowners are coming to expect it when undertaking a remodeling project. But so many remodelers don’t understand it. Can Cost Plus be your new pricing model?

Josh Baker, co-founder of BOWA Builders, has been using Cost-Plus Pricing for more than 20 years. In this episode, he talks to Victoria and Mark about its pros and cons, and why it’s a cornerstone of his company’s success.

Josh founded BOWA Builders in McLean, VA, with college friend Larry Weinberg in 1988, serving the Washington, DC, metro market. As the leader of BOWA’s sales and marketing team, Josh helped to quickly grow the company’s revenues from $250,000 to nearly $40 million in just 20 years. As chief revenue officer, Josh’s focus is on growth and managing an energetic, productive sales team. Recognized nationally as an expert in the industry, Josh is quoted regularly in publications, including The Washington Post, Better Homes & Gardens, and Remodeling, and is a frequent speaker at local and national industry meetings.

Cost-Plus Pricing can be a differentiator, but it can also frighten some remodeling business owners — as well as some clients. Josh explains how to present the concept to clients, and what it will take to implement it profitably, as well as:

  • What jobs are suited to the Cost-Plus Model
  • Weighing the risks and rewards
  • The necessity of pinpoint accuracy in estimating
  • Why not to apologize for your costs
  • The time it takes to do well
  • Why you need a sophisticated, expert sales staff to make it work
  • And a whole lot more…

Josh stresses that Cost-Plus Pricing isn’t for everyone, or for every job. Listening to this episode may help you decide if it’s the pricing model for you, or for some of your projects. Check out BOWA’s website for more about the company, and if you have questions about Cost-Plus Pricing, send Josh an email at josh@bowa.com.

 

Don’t keep it a secret! Tell everyone you know about PowerTips Unscripted

As always, if you have a topic that you would like us to cover or know of an industry contact, author or thought-leader that you think others would like to hear from, let us know.

If you’re enjoying our PowerTips Unscripted podcast, please spread the word and post reviews on iTunes and Stitcher.

MASTER NAVIGATION
MASTER NAVIGATION