WEBVTT
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Hey everyone, it's Mike Andes, and today I'm going to be sharing something I don't think I've ever shared before, and that is actually internal training around how we answer the phone at Augusta Lawn Care.
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Now these are actually two live phone calls that come into our command center, which is behind me, and I actually break down how they can be improved.
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Put someone in the hot seat and actually break down the whole call.
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And this is probably one of my favorite videos we've ever shared publicly.
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Thanks for calling Augusta Lawn Care.
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This is Dean.
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How can I help you?
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Uh, yes.
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Um, I was checking to find out.
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Do you do mowing?
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Sure do.
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Okay.
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Do you know about what you charge for that?
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I'm looking for somebody to do mowing and the edging around and pulling the wheat.
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Sure.
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What's the address?
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I think I might be able to get your quote over the phone.
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So good job here identifying the fact that we can actually solve the problem for the customer.
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Not just like, do you offer this service?
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Not just saying, yep, let me go ahead and pull up your account.
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But actually, hey, if you stay with me for just a couple minutes and I get some information from you, I can actually give you a quote over the phone and get this on the schedule.
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Adding that last little bit kind of bridges the gap so the customer knows that by the end of this call, I'm going to be taken care of.
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Because remember, the customer doesn't call for a quote.
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They actually are calling to solve a problem.
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You've never used our services before?
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I don't believe so, no.
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Okie dokie.
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Well, we can certainly help you out there.
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Let me get some info from you.
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Your first name?
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Jennifer.
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And your last name?
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quite so one thing she's already said that points us to know our upsell is going to be is the fact that she wants weeding in the beds and she said mowing and edging so when when we're first open at the phone call sometimes it's easy to lose that because we're trying to quickly get to check their service area totally understandable we've got to keep our ears open to the fact that she said she wants weeding in the bed so let's see if we get that picked up for the front end of the backyard yeah it'd be for the front and the back excellent okay yeah i think i can uh
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get you a quote here.
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Now the weeding, that will be done by sending our estimator over to the property.
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Okay.
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It just drives by.
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It's pretty casual.
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Okay.
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And then do you mow that little strip of grass in front of the driveway?
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So this is really good.
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One thing you could do also is basically we haven't even told the customer the cost of the mowing, but we know we can give her the price.
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So what you can say is what I'm going to do is I'm going to go ahead and measure your property, get you the quote for the mowing, and then we can get you on the schedule for that.
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After that, I will get an estimator set up to come drive by your property and give you a quote for the weeding.
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That way, again, we're just pre-seeing the fact that this is the next step of the process.
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And after you accept the estimate and we get you set up, then we're moving on to this other thing.
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So like giving them what to expect in the call so they'll stay engaged throughout the entire time.
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I mean in front of the sidewalk there by the curb?
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Yes.
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And then is there a fence around the backyard?
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Yes.
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Okay.
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But the yard is not, the yard doesn't go all the way to the fence.
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Okay, there's some landscaping back there?
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Yeah.
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Okay.
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Okay.
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We'll incorporate this.
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Righty fence.
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Okay, let me do a little arithmetic here and I should have a mowing quote for you in just a moment.
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Okay.
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Now, did you need any, like, mulching or bark put down, things like that?
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I may.
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I need to kind of look and figure out what I need to do.
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Okay.
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But for right now, no.
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Okay, so this is like alarm bells all over.
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This is great.
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So here's why we know this is great.
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She is once mowing.
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We can deliver on that.
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We know she wants weeding.
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And then what Dean here is great.
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She basically asks, like, do you want any mulching?
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Instead of saying, would you like anything else kind of like mulching?
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Just go directly for the kill of mulch.
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Because we know she has landscaping in the back.
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We know she wants the beds weeded.
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What we can say is just say, hey, when I do get the estimator set up for the weeding, would you like him to give me an optional line item to add mulch to the beds?
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So for all I know, maybe Dean goes that direction here.
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But it's a way to get them to say yes.
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Because right now when you say, do you need other things?
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People are like, well, I don't really know if I can trust them because I haven't even seen them.
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They haven't been on my property.
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I haven't done any mowing.
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But if they're inviting us to already come on their property to do the weeding visit, let's just get them to accept that, hey, let's also do another line item for the molten stall.
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So we're not really trying to get them to commit to much besides, hey, while we're there, let's do an optional item.
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It'll be totally in addition to the weeding.
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So great job of seeding this right now though, while he's getting the information to do the quote for mowing.
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So great job of keeping the conversation alive and not letting the call go silent.
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He's keeping that conversation around the upsell live throughout.
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That may change.
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Okay, yeah, if, yeah, when our estimator comes over for the weeding, we can have him throw that in too, just so you have something in your mind.
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Perfect.
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Great, okay, so for a weekly mowing,
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The price would be $39.
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So what we just did there is essentially took a mowing customer that we're about to give pricing for.
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We've already, before even giving the price, we've basically had them commit to the fact that we're going to send an estimator to their house for weeding as well as installing mulch.
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These two services alone, an initial cleanup and some mulch install, could be $1,000.
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The mowing, it might take us 30, 40 visits to make $1,000.
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So the fact is we were likely able to double the annual value of this customer by just having these couple conversations around weeding and mulch now.
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And what's crazy, this is what's crazy.
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By us talking about the mulch and the weeding now, it basically assumes we're selling this mowing job.
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So I can almost guarantee you this job gets sold.
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Because the way that the customer is talking with Dean is like, we're going to come do your property.
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And so this is going to be an easy sell.
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I can almost guarantee it.
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$10 or every other week would be $58.50.
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Okay.
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I'd like to do the weekly mowing.
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Okay.
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And...
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It's mode right now.
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I just want to get something going next week.
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Okay.
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Yeah, that shouldn't be a problem.
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Yeah.
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We do have some.
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Great.
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Okay, let me get this accepted, and then we'll do a couple more little clerical things to get you all set up.
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I'm just writing up the figures here.
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Perfect.
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So what he's doing here is giving himself some time while he's inserting all the information, but also preceding the fact that, hey, after I get you set up, then we're going to go ahead and make sure that we get these estimates for the weeding and the molten salt done as well.
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All righty.
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Now, we do require a card on file to initiate the service.
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If you have one handy, I can put it on the account now or send you a link to our client portal.
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That would be good.
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I'm not close to that right now.
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Okay, great.
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I will send you a link.
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And then, but first let's get that, uh, estimator out for the, for the weeding.
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Okay.
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So I like how he kept moving on here.
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What you might want to say here is like, no worries.
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Maybe while we're wrapping up the last bit of this conversation, if you want to find a card, because I do need that card on file to be able to get the estimate accepted.
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Because almost every single one of our owners do want a card on file.
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And he might come around to that.
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But what you can say, this is perfect.
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You can just say, hey, okay, great.
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While you find a card, I'm going to go ahead and get you set up for that file.
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weeding and molten installation estimate.
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But we do need that card in order to get the job on.
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Because alternatively, we could always text them the link, like we probably did here, is text them the link to go to the customer portal, put their card information on file, fine.
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If we do that now though, we'll have the card on file by the end of this conversation.
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So we say, okay, great, I'm going to text you a link, click on that link, put your card information on file, and then I'll be able to get this job accepted right away.
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Again, the reason this is so easy to do this is because the customer wants the problem solved, and he's been able to say, I have the solution, and now I just need the card information.
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And while you're finding that card for the next couple of minutes, I'll make sure I get you set up for the other estimates.
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Okay, great.
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Now, yeah, as I said, he usually just drives by when he's in the neighborhood if that works for you.
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Takes a walk around.
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Okay.
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So we don't have to be here?
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No.
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As long as he can access the backyard.
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Yeah, just make sure you close the gate and come out.
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I think I've got dogs.
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Copy that.
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And the weeds are in the front and the back?
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You said there was some landscaping back there.
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They're kind of in the beds?
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Yeah.
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Yeah.
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Okay.
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All right.
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You said there are dogs.
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Yes.
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And then for the mulching, just so he has an idea, I assume you have garden beds around the property?
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Yes.
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Okay.
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Okay, excellent, I will send this right over to him.
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And he might be there tomorrow, if not the day after, and it takes usually about a 48-hour turnaround for a quote like this.
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Okay.
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So, you know, look out in your email.
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Yeah.
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So next I'll send the credit card, the client portal link, so you can put your card on file.
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And after that, we'll send you a schedule.
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Perfect.
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Perfect.
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Excellent.
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Okay.
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Thank you.
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Is there anything else I can do to make this a 10 out of 10 experience for you?
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Not that I can think of right now.
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What else?
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If you think of anything, just give us a call back and we'd be happy to get your quote or incorporate it into your service.
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Perfect.
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Thank you so much.
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Hey, you're welcome.
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Thank you so much for calling.
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Bye-bye.
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Take care.
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Bye-bye.
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Excellent work.
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Excellent work.
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We got the upbeat tone throughout.
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The 10 out of 10 question was absolutely said.
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So we got ourselves a 10 out of 10 call.
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One way to improve that 10 out of 10 question, instead of just saying, is there anything I can do to make this a 10 out of 10 experience?
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That assumes, like, anytime you're wrapping up a call, like, anything else I can do for you?
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Instead, what can we do to make this?
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this experience with Augusta Longhair a 10 out of 10.
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Then they'll think more about the actual service.
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They'll think, well, actually, my last landscaper let the dogs out all the time because he forgot the gate.
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Or they just stopped showing up.
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Like, if you guys can just show up.
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We're trying to actually figure out what can Augusta as a whole, including the crew,
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in the actual job, what can they do to make it a 10 out of 10 experience?
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So how you phrase that 10 out of 10 question, if you're just making like, what else can I do to make this a 10 out of 10 experience?
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You're wrapping up the call.
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They won't give you anything.
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But if you say, hey, when we come to the job, what can we do to make sure it's a 10 out of 10 experience for you?
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You'll get more detailed.
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So very, very good.
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Thank you for calling Augusta Long here.
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This is Kate.
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How can I help you?
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Hi, Kate.
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I was wondering if you serve the North Omaha area
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We do have routes that extend out that way and into that area.
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If I could get your address, I'll be able to see if you fall inside my route.
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Yeah.
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I'll just say, I really like, I don't think I've ever heard someone say this.
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I really like how she said, if you fall within our route, instead of even just calling it service area.
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I really like that because the person's asking about mowing.
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Like that's a really, really solid, solid word.
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I see that your address does fall inside my serviceable area.
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What were the services you were looking to have an estimate for?
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Well, we are looking to sell our house.
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We're in the process of moving.
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We're looking to probably go on the market like July 10th.
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So between now and then, maybe some scheduled services to help me maintain the yard generally.
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But like there's an area of brush that needs cleaned.
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There's railroad ties that are on a flower bed on the north side of the house that need be stabilized on the flower bed.
234
00:12:25.012 --> 00:12:29.253
General just cleanup, just making it tidy and clean and ready for showing would be a huge...
235
00:12:30.110 --> 00:12:30.350
Awesome.
236
00:12:30.370 --> 00:12:41.199
So anytime you hear someone talk about selling the house, you immediately think property cleanup, molten stall, how do we make this property look as good as possible, like as fast as possible?
237
00:12:41.579 --> 00:12:47.924
Also, the buyer, or sorry, the seller of the house, or in this case, our customer is very price insensitive.
238
00:12:48.164 --> 00:12:55.209
They're selling a house for $400,000, $500,000, $600,000, spending an extra $1,000,000 or $2,000,000 to make sure it looks really nice and they sell it immediately is...
239
00:12:56.070 --> 00:12:56.851
not a big deal.
240
00:12:56.871 --> 00:12:58.472
They're very price insensitive.
241
00:12:58.912 --> 00:13:12.500
And so these are great candidates to upsell as soon as you hear, let's get this property sold, we're trying to sell this property, think, okay, can I get two, three, four different upsells as an optional line item on an estimate for this customer?
242
00:13:12.820 --> 00:13:13.160
helped.
243
00:13:13.721 --> 00:13:14.701
Got it.
244
00:13:14.841 --> 00:13:22.206
Now, were you needing things like, I'm sorry, I'm taking a look at your property here, taking notes and seeing what we can offer you to help with the curb appeal and sellability.
245
00:13:22.526 --> 00:13:24.728
It looks like you've got some beds around the property.
246
00:13:24.748 --> 00:13:27.509
Would you like some mulch installed in those or just getting some weeds pulled?
247
00:13:28.570 --> 00:13:29.190
Yeah.
248
00:13:29.210 --> 00:13:34.454
So there's a flower bed right in the front and definitely getting weeds pulled, cleaning that up, making it look nice.
249
00:13:34.734 --> 00:13:35.674
Mulch probably there.
250
00:13:36.035 --> 00:13:38.536
There's, like I said, the flower bed on the north side of the property.
251
00:13:39.337 --> 00:13:39.817
That needs
252
00:13:40.290 --> 00:13:44.911
just like general cleanup and weeds pulled and things like that and maintained.
253
00:13:45.252 --> 00:13:50.673
And then on the backside of the house, there's, I mean, the backyard, generally speaking, there's some flower beds in there.
254
00:13:50.693 --> 00:13:56.035
There's one main flower bed for sure in the backyard that would look really nice if that got cleaned out and mulched over.
255
00:13:57.126 --> 00:14:06.654
And then also on the backside, like in the backyard of the property, like along the alley, there's a little corner of our property that's not within our fence line, but is part of our property that's just become overgrown.
256
00:14:06.875 --> 00:14:08.996
We took down two old trees right there.
257
00:14:09.557 --> 00:14:16.022
And so around there, it's just getting overgrown, and that needs to just get, like, brushed, basically.
258
00:14:16.643 --> 00:14:17.003
Got it.
259
00:14:17.664 --> 00:14:21.106
So it's definitely a project where we're getting taken care of.
260
00:14:21.207 --> 00:14:21.687
All right.
261
00:14:22.267 --> 00:14:22.908
Now – Yeah.
262
00:14:23.537 --> 00:14:27.558
I need to gather just a little bit of information from you and then I can get the estimation process for this started.
263
00:14:28.439 --> 00:14:28.659
Sure.
264
00:14:28.699 --> 00:14:49.066
I can either just send my estimator by the property with this list that you've just given me and let them know this is what the customer would like to see in an estimate from us or I can schedule a time between 8 and 5 Monday to Saturday, actually not after 3 on Saturdays, there's a note here, where you two meet at the property together and you discuss this full estimate together and then he writes it up and sends it over to you with our pricing.
265
00:14:53.248 --> 00:14:53.948
Let me think about that.
266
00:14:54.469 --> 00:15:01.293
I'm going out of town for the next four days, but my father-in-law is here and into the weekend.
267
00:15:01.333 --> 00:15:06.716
If there's any time for someone to come by between Wednesday and Saturday, or are we looking into next week?
268
00:15:07.356 --> 00:15:08.457
I would be looking at this week.
269
00:15:08.537 --> 00:15:11.899
If you wanted to be the one that was there, I can absolutely get that scheduled next week.
270
00:15:12.079 --> 00:15:16.021
It just sounds like this is a bit time-sensitive, and I'm trying to make sure we get that to you as soon as possible.
271
00:15:16.321 --> 00:15:21.765
If you're confident with your dad mating the estimator at the property, we are more than content to meet with him, as long as you're receiving the estimate you wish.
272
00:15:23.275 --> 00:15:24.075
Yeah, totally.
273
00:15:24.115 --> 00:15:27.577
I would be comfortable with Bill handling that while he's in town here.
274
00:15:27.597 --> 00:15:34.001
And we discussed this, he knows sort of the problem areas that need to be taken care of.
275
00:15:34.021 --> 00:15:47.388
So she did a great job of saying, like, so when someone goes into a ton of depth, sometimes an in-person estimate is almost required, and knowing this person is price insensitive and needing this job pretty quickly,
276
00:15:48.188 --> 00:15:49.509
an in-person estimate might be worth it.
277
00:15:49.869 --> 00:16:04.181
Now, if I have to do as a drive-by, I could probably say, hey, we want to pull the weeds in all the flower beds, install mulch, and there's a backyard flower bed specifically they mentioned is really important, as well as along the back alley where they removed a bunch of trees and brush.
278
00:16:04.462 --> 00:16:08.725
So that would probably be what I'd do if I was having to do a drive-by.
279
00:16:09.005 --> 00:16:15.290
And I'm still going to give the notes for the in-person estimate, but a project of the scope, probably looking at four, five, $6,000,
280
00:16:17.452 --> 00:16:19.155
Doing an in-person assessment, not a bad idea.
281
00:16:19.976 --> 00:16:27.669
But if you have to do a drive-by because she's leaving out of town, also great job of Kate picking up on the fact that, hey, it sounds like this is time-sensitive.
282
00:16:28.069 --> 00:16:28.791
Great hook there.
283
00:16:29.071 --> 00:16:31.054
So yeah, that would work for us.
284
00:16:31.950 --> 00:16:32.310
Perfect.
285
00:16:32.690 --> 00:16:33.571
Now, what was your name?
286
00:16:34.391 --> 00:16:39.533
Notice how, Kate does a great job of this, is like saying perfect, awesome, great, we can do that.
287
00:16:39.613 --> 00:16:47.055
Staying positive throughout the entire call really helps the customer, and watch what the customer does is it matches exactly the way she's talking.
288
00:16:47.415 --> 00:16:48.416
Cool, that's awesome.
289
00:16:48.656 --> 00:16:52.637
She's matching Kate's verbiage of being positive and upbeat.
290
00:16:52.937 --> 00:16:56.939
That is really the essence of a 10 out of 10 call, and that the first part is like an upbeat tone.
291
00:16:57.379 --> 00:17:00.740
If you use that upbeat tone, the customer will reflect that back to you.
292
00:17:01.320 --> 00:17:12.844
So after he meets with your dad, he's going to send this over to your email and then go ahead and give us a call here in the office if you would like to answer any questions, get anything adjusted, or even just move portions, if not all of it, off to scheduling.
293
00:17:13.164 --> 00:17:15.085
Whatever your heart's desire, just reach out to us.
294
00:17:15.765 --> 00:17:17.666
And I'm taking a look at tomorrow's schedule.
295
00:17:18.146 --> 00:17:26.149
He actually has all of his available appointments up for the grads any time between 8 a.m. with the last scheduled meeting taking place at 4 p.m., wrapping up no later than 5.
296
00:17:26.189 --> 00:17:27.650
And that is not how long it takes.
297
00:17:27.690 --> 00:17:28.710
That's just how long we allot.
298
00:17:29.570 --> 00:17:31.450
What time is it best for you guys for him to meet you?
299
00:17:33.071 --> 00:17:38.432
I know, let me see here, we're getting mud and our utilities are getting hooked up tomorrow at the new house.
300
00:17:38.852 --> 00:17:39.292
Got it.
301
00:17:39.792 --> 00:17:41.192
So, I'm working.
302
00:17:41.412 --> 00:17:47.873
Is there any, what, is there any availability, see tomorrow's Tuesday, is there any availability Thursday?
303
00:17:48.673 --> 00:17:49.193
Absolutely.
304
00:17:49.253 --> 00:17:54.434
Let me see what he's got up for the grabs and all of his available time slots are up for the grabs for Thursday as well.
305
00:17:55.414 --> 00:17:56.055
Okay, great.
306
00:17:56.175 --> 00:17:58.575
Could we do, like,
307
00:17:59.419 --> 00:18:02.124
something like 9 or 10 in the morning on Thursday, if that works?
308
00:18:02.846 --> 00:18:03.327
Absolutely.
309
00:18:03.347 --> 00:18:07.034
I'm going to go ahead and nab the 9 a.m. time slot for you right now in person.
310
00:18:10.169 --> 00:18:13.831
uh, see how, see how it feels like Kay's on the side of the customer.
311
00:18:13.851 --> 00:18:15.052
Like I'm going to nab that for you.
312
00:18:15.072 --> 00:18:16.293
I'm going to get that reserved for you.
313
00:18:16.313 --> 00:18:17.954
Like she's on the side of the customer.
314
00:18:17.974 --> 00:18:21.636
Like these little words is what goes into an upbeat tone really means.
315
00:18:21.656 --> 00:18:24.678
It's not just having a high pitched voice.
316
00:18:24.778 --> 00:18:26.079
It's also being upbeat.
317
00:18:26.379 --> 00:18:26.579
It is.
318
00:18:26.740 --> 00:18:27.520
I'm on your side.
319
00:18:27.660 --> 00:18:28.641
Let's figure this out together.
320
00:18:28.661 --> 00:18:29.281
I'm going to nab this.
321
00:18:29.301 --> 00:18:31.322
I'm going to go ahead and secure this for you.
322
00:18:31.342 --> 00:18:33.504
So great job for sale estimates.
323
00:18:34.745 --> 00:18:36.586
That's why I'm just putting it down home for sale estimate.
324
00:18:36.606 --> 00:18:37.446
This is in person.
325
00:18:38.347 --> 00:18:38.427
Um,
326
00:18:39.288 --> 00:18:40.710
Now, my estimator's name is Jordan.
327
00:18:41.671 --> 00:18:45.454
He's going to be in a bright yellow truck, bright yellow clothes, Augusta, all over the place.
328
00:18:45.475 --> 00:18:46.295
You're going to know it's us.
329
00:18:47.136 --> 00:18:47.477
Okay.
330
00:18:47.497 --> 00:18:48.718
Me and Bill.
331
00:18:49.899 --> 00:18:50.300
Right.
332
00:18:50.520 --> 00:18:53.243
And then you get a customer laughing when you have an upbeat tone.
333
00:18:53.383 --> 00:18:59.609
And then once you get a customer laughing, they have reduced their stress and the anxiety of not trusting someone on the other side of the phone.
334
00:18:59.629 --> 00:19:00.570
So great job here.
335
00:19:01.231 --> 00:19:01.591
Go ahead.
336
00:19:01.671 --> 00:19:01.952
Oh, sorry.
337
00:19:01.972 --> 00:19:02.192
Go ahead.
338
00:19:02.694 --> 00:19:10.481
I was going to say, since I'm going to be out of state, can I also give you Bill's number in case Jordan needs to get a hold of him or anything like that?
339
00:19:11.062 --> 00:19:11.662
Absolutely.
340
00:19:11.722 --> 00:19:12.503
What would his number be?
341
00:19:13.123 --> 00:19:23.833
See, if Kate would have rushed this call and just got the information, the customer would have never opened up about the fact that Bill's phone number should probably be attached to these estimate notes in case something happens.
342
00:19:24.173 --> 00:19:25.815
So this is why having an upbeat tone
343
00:19:26.455 --> 00:19:28.837
It seems like, well, that's so basic in terms of having a 10 to 10 call.
344
00:19:29.237 --> 00:19:38.723
It allows the customer to relax and give you more information and think cognitively about what happens if someone's not home or someone needs to change their schedule.
345
00:19:38.743 --> 00:19:39.623
Who do you call?
346
00:19:39.863 --> 00:19:41.244
So just excellent work.
347
00:19:41.344 --> 00:19:41.825
Thank you.
348
00:19:42.105 --> 00:19:47.208
I'm going to include that into the note for the meetings with the estimator, but I'm not going to add Mr. Bill onto the account.
349
00:19:47.988 --> 00:19:48.289
Perfect.
350
00:19:48.329 --> 00:19:48.529
Yeah.
351
00:19:48.629 --> 00:19:49.149
Yeah, that's great.
352
00:19:49.169 --> 00:19:50.230
Yeah, he's just helping us out.
353
00:19:50.250 --> 00:19:54.693
Things have been a little crazy around here and he's in town, so I'm going to take full advantage of his assistance.
354
00:19:54.973 --> 00:19:55.093
Okay.
355
00:19:58.313 --> 00:20:08.682
not to be added to account, just assisting and has approval from Sonia to help along the process.
356
00:20:08.702 --> 00:20:09.762
Okay.
357
00:20:10.043 --> 00:20:13.005
We'd just like to know who is it that's calling the shot for an address.
358
00:20:13.485 --> 00:20:14.146
Right.
359
00:20:14.206 --> 00:20:17.989
As long as you're giving us permission to interact with Bill, then we are totally fine.
360
00:20:18.049 --> 00:20:19.110
I'm going to note that onto the account.
361
00:20:19.130 --> 00:20:22.693
That way anybody who you interact with for your services is aware of that.
362
00:20:23.596 --> 00:20:23.836
Great.
363
00:20:24.216 --> 00:20:24.517
Awesome.
364
00:20:24.777 --> 00:20:25.137
All right.
365
00:20:25.957 --> 00:20:29.880
Is there anything else we can... Notice the reflection of the words great, awesome.
366
00:20:30.240 --> 00:20:33.081
It's exactly what Kate is saying on the phone back to her.
367
00:20:33.542 --> 00:20:37.744
So again, I like this call a lot because it really emphasizes the upbeat tone.
368
00:20:38.044 --> 00:20:40.746
And if you have an upbeat tone, the reason it's the number one,
369
00:20:41.086 --> 00:20:43.747
is because if you have an upbeat tone, making an upsell is very easy.
370
00:20:44.188 --> 00:20:53.252
Customer opens up, and then the 10 out of 10 question becomes really easy because they've already let down their guard, they're happy with you, they don't feel stressed out.
371
00:20:53.312 --> 00:20:55.193
How about with the home there, Ms. Sonia?
372
00:20:55.213 --> 00:20:59.896
Is there any other services you're curious about?
373
00:20:59.916 --> 00:21:05.158
I think for now that would be a huge help, just getting sort of these trouble spots under control.
374
00:21:05.678 --> 00:21:05.959
And then,
375
00:21:07.370 --> 00:21:27.183
is something between now and when the house sells, which could be the second or third week in July, I'm not sure when things are going to be finalized and things grow like crazy in the spring, especially with all these storms we've been having, is just kind of general maintenance, kind of helping me maintain some of the...
376
00:21:27.994 --> 00:21:30.496
some of the mowing and some of the management of these trouble spots.
377
00:21:30.817 --> 00:21:33.679
So we've already done a great job upselling the one-time project.
378
00:21:34.060 --> 00:21:42.347
If you go on the upsell, thoughtful upsell inside the wiki, you'll see underneath the project, once you've got a cleanup or a molten salt, the immediate thing I'm going to is mowing.
379
00:21:42.767 --> 00:21:43.548
It is maintenance.
380
00:21:43.929 --> 00:21:48.473
And so once these, you know, the beds are weeded, the, uh,
381
00:21:49.233 --> 00:21:51.494
flower beds have mulch, I need to mow the grass.
382
00:21:51.614 --> 00:21:56.157
I still also, the fact that she's talking about the third week of July tells me, this is like four to six weeks away.
383
00:21:56.497 --> 00:22:01.319
Let's make sure she's also on a recurring maintenance for the flower beds so that they still stay good.
384
00:22:01.579 --> 00:22:05.021
And you say, hey look, we'll weed the beds and rake up the mulch so it just looks fresh all the time.
385
00:22:05.461 --> 00:22:12.165
So even though the recurring side here might be four or five mows, it might be three or four weeding visits,
386
00:22:13.105 --> 00:22:13.945
That's not a big part.
387
00:22:14.025 --> 00:22:17.746
The big part is the massive cleanup and molten install.
388
00:22:17.766 --> 00:22:18.926
That's four, five, $6,000.
389
00:22:19.307 --> 00:22:19.627
Awesome.
390
00:22:19.707 --> 00:22:20.307
We got that.
391
00:22:20.827 --> 00:22:26.048
We can also go ahead and tack on more here by saying, hey, let's get you on recurring services as well.
392
00:22:26.068 --> 00:22:31.149
So whenever you get recurring, we're going to try to get them on a one-time cleanup, a property cleanup, a molten install, something like that.
393
00:22:31.830 --> 00:22:37.991
When they're coming after the molten install, the property cleanup, we're like, hey, can we also get you on maintenance, the recurring side of things?
394
00:22:38.571 --> 00:22:40.992
Something also that could be scheduled in the
395
00:22:41.872 --> 00:22:43.894
in between time until we get things done with the house?
396
00:22:44.414 --> 00:22:44.875
Absolutely.
397
00:22:44.895 --> 00:22:50.799
I've actually included into this estimate note for your meeting that we will need a maintenance estimate to keep the property nice until it's sold.
398
00:22:50.859 --> 00:22:55.283
So he will send you maintenance options for after, like, for example, the garden beds.
399
00:22:55.683 --> 00:23:02.509
He'll let you know what the prices are to get those cleaned up, weeds pulled, mulch installed, and then it will have a maintenance on the garden beds separately.
400
00:23:02.789 --> 00:23:05.511
You've got to receive the clean out in order for the maintenance to be effective.
401
00:23:05.531 --> 00:23:05.651
Okay.
402
00:23:06.392 --> 00:23:08.994
But some customers, they're just like, oh, well, I just want the maintenance.
403
00:23:09.094 --> 00:23:11.116
Okay, but we're not gonna be reaching in and pulling all of that out then.
404
00:23:11.196 --> 00:23:12.156
No, no, that's not.
405
00:23:12.597 --> 00:23:13.498
It's not.
406
00:23:14.218 --> 00:23:16.040
So I'll ask him to include that.
407
00:23:16.941 --> 00:23:19.283
Awesome, yeah, it definitely needs the cleanup before the maintenance for sure.
408
00:23:19.903 --> 00:23:21.645
Okay, that's fantastic.
409
00:23:22.818 --> 00:23:23.078
Great.
410
00:23:23.118 --> 00:23:24.979
This is a huge load off my shoulders.
411
00:23:25.079 --> 00:23:30.101
I have called probably 15 lawn care companies, and I have yet to talk to a human.
412
00:23:30.641 --> 00:23:34.983
So actually getting to speak with you and something on the books is a miracle.
413
00:23:35.043 --> 00:23:35.864
So thank you so much.
414
00:23:36.244 --> 00:23:37.404
This is a huge load off.
415
00:23:38.045 --> 00:23:40.826
Well, we are absolutely thrilled that you chose to reach out to Augusta.
416
00:23:40.846 --> 00:23:43.127
We're sorry you had to go through so many calls before landing on us.
417
00:23:44.287 --> 00:23:49.149
If you see any areas where we can improve or anything that we can do better, please let us know whether you choose to hire us or not.
418
00:23:49.169 --> 00:23:50.550
The moment you reach out to us, you're a customer.
419
00:23:50.985 --> 00:23:53.166
And we like to know that our customers are taken care of.
420
00:23:53.266 --> 00:23:55.327
Customer service satisfaction, it is our number one goal.
421
00:23:55.467 --> 00:24:01.630
And, well, if there's something you're not satisfied about, from our pricing to our scheduling to services provided, we like to hear from our customers how we can do better.
422
00:24:02.990 --> 00:24:03.250
Awesome.
423
00:24:03.270 --> 00:24:04.451
Well, thank you so much.
424
00:24:04.731 --> 00:24:08.412
And I will let Bill know about the 9 a.m. appointment on Thursday.
425
00:24:09.033 --> 00:24:11.894
And I will keep my eye open for the estimate in my email.
426
00:24:12.694 --> 00:24:13.375
Take care, Ms. Sonia.
427
00:24:13.415 --> 00:24:14.275
I hope to connect with you later.
428
00:24:15.208 --> 00:24:15.428
Awesome.
429
00:24:15.468 --> 00:24:15.948
Thank you so much.
430
00:24:16.268 --> 00:24:16.548
Bye.
431
00:24:16.588 --> 00:24:16.788
Bye-bye.
432
00:24:17.028 --> 00:24:17.628
Awesome work.
433
00:24:17.848 --> 00:24:18.369
Awesome work.
434
00:24:18.449 --> 00:24:19.269
Very good calls.
435
00:24:19.409 --> 00:24:22.629
Okay, so the only thing we didn't ask here was the 10 out of 10 question.
436
00:24:22.989 --> 00:24:28.790
I think that last interaction of expressing how important customer service was, that was great.
437
00:24:29.370 --> 00:24:34.951
Asking the 10 out of 10 question, I think we kind of could probably guess what the person was going to say, but that's probably where I would have put it.
438
00:24:35.011 --> 00:24:37.952
At the very end there, it's like, hey, I really appreciate it.
439
00:24:38.352 --> 00:24:41.492
She's already thrilled with the fact that we just picked up the phone.
440
00:24:42.373 --> 00:24:43.913
You notice here, this is...
441
00:24:44.993 --> 00:24:52.415
Do you notice like one of the most stressful parts for a person is when they're selling their house something other big life event usually happens around selling a house.
442
00:24:52.795 --> 00:24:58.357
The fact that this person is able to say you took a massive load off of my shoulders just by answering the phone.
443
00:24:58.977 --> 00:24:59.957
That's why we exist.
444
00:25:00.037 --> 00:25:01.137
That's why we answer the phones.
445
00:25:01.357 --> 00:25:03.038
That's why we have 10 out of 10 phone calls.
446
00:25:03.498 --> 00:25:05.739
And so this is the importance of what we do.
447
00:25:05.779 --> 00:25:09.640
We try to solve the problem for the customer and we haven't even solved the problem for the customer.
448
00:25:09.660 --> 00:25:10.460
She's already happy.
449
00:25:10.960 --> 00:25:14.222
But like, ultimately, we need to clean out the beds.
450
00:25:14.522 --> 00:25:16.763
We need to get mulch installed.
451
00:25:16.843 --> 00:25:18.944
We need to maintain this property and they need to sell the house.
452
00:25:19.164 --> 00:25:21.405
The actual problem is here is they need to sell the house.
453
00:25:21.465 --> 00:25:25.147
And once we identify the problem, that's how we figure out what to upsell them.
454
00:25:25.487 --> 00:25:27.028
That's why we have the upbeat tone.
455
00:25:27.048 --> 00:25:29.750
So they stay enthusiastic and they tell us what they're thinking.
456
00:25:29.770 --> 00:25:32.251
They tell us about Bill's phone number and all this other information.
457
00:25:32.731 --> 00:25:34.932
So, um, overall two good calls.
458
00:25:35.452 --> 00:25:40.214
Um, as always, we can improve where we put that 10 out of 10 question, getting the information.
459
00:25:40.734 --> 00:25:44.556
Um, I, if I had to guess on that last one, it's a matter of, Hey, you answered the phone.
460
00:25:44.576 --> 00:25:45.516
I'm super thrilled about that.
461
00:25:45.536 --> 00:25:48.957
If you guys can just get me on the schedule the next few weeks, that'd be, that'd be fantastic.
462
00:25:48.977 --> 00:25:50.798
And then maintain the property so we can sell the house.
463
00:25:51.298 --> 00:25:52.659
That's going to make a 10 out of 10 for me.
464
00:25:53.159 --> 00:26:01.102
And so, um, excellent work, uh, on these two 10 out of 10 phone calls, we can always improve, but fantastic work from Kate and Dean on these.
1
00:00:00.031 --> 00:00:08.015
Hey everyone, it's Mike Andes, and today I'm going to be sharing something I don't think I've ever shared before, and that is actually internal training around how we answer the phone at Augusta Lawn Care.
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Now these are actually two live phone calls that come into our command center, which is behind me, and I actually break down how they can be improved.
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Put someone in the hot seat and actually break down the whole call.
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And this is probably one of my favorite videos we've ever shared publicly.
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Thanks for calling Augusta Lawn Care.
6
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This is Dean.
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How can I help you?
8
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Uh, yes.
9
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Um, I was checking to find out.
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Do you do mowing?
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Sure do.
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Okay.
13
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Do you know about what you charge for that?
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I'm looking for somebody to do mowing and the edging around and pulling the wheat.
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Sure.
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What's the address?
17
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I think I might be able to get your quote over the phone.
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00:00:44.840 --> 00:00:48.923
So good job here identifying the fact that we can actually solve the problem for the customer.
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Not just like, do you offer this service?
20
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Not just saying, yep, let me go ahead and pull up your account.
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But actually, hey, if you stay with me for just a couple minutes and I get some information from you, I can actually give you a quote over the phone and get this on the schedule.
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Adding that last little bit kind of bridges the gap so the customer knows that by the end of this call, I'm going to be taken care of.
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Because remember, the customer doesn't call for a quote.
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They actually are calling to solve a problem.
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You've never used our services before?
26
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I don't believe so, no.
27
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Okie dokie.
28
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Well, we can certainly help you out there.
29
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Let me get some info from you.
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Your first name?
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Jennifer.
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And your last name?
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quite so one thing she's already said that points us to know our upsell is going to be is the fact that she wants weeding in the beds and she said mowing and edging so when when we're first open at the phone call sometimes it's easy to lose that because we're trying to quickly get to check their service area totally understandable we've got to keep our ears open to the fact that she said she wants weeding in the bed so let's see if we get that picked up for the front end of the backyard yeah it'd be for the front and the back excellent okay yeah i think i can uh
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get you a quote here.
35
00:01:56.090 --> 00:02:02.619
Now the weeding, that will be done by sending our estimator over to the property.
36
00:02:02.639 --> 00:02:03.500
Okay.
37
00:02:03.600 --> 00:02:04.542
It just drives by.
38
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It's pretty casual.
39
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Okay.
40
00:02:07.933 --> 00:02:11.715
And then do you mow that little strip of grass in front of the driveway?
41
00:02:12.055 --> 00:02:12.955
So this is really good.
42
00:02:13.095 --> 00:02:19.838
One thing you could do also is basically we haven't even told the customer the cost of the mowing, but we know we can give her the price.
43
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So what you can say is what I'm going to do is I'm going to go ahead and measure your property, get you the quote for the mowing, and then we can get you on the schedule for that.
44
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After that, I will get an estimator set up to come drive by your property and give you a quote for the weeding.
45
00:02:34.565 --> 00:02:37.827
That way, again, we're just pre-seeing the fact that this is the next step of the process.
46
00:02:38.247 --> 00:02:42.489
And after you accept the estimate and we get you set up, then we're moving on to this other thing.
47
00:02:42.509 --> 00:02:47.392
So like giving them what to expect in the call so they'll stay engaged throughout the entire time.
48
00:02:50.033 --> 00:02:52.654
I mean in front of the sidewalk there by the curb?
49
00:02:53.715 --> 00:02:53.975
Yes.
50
00:02:59.787 --> 00:03:01.688
And then is there a fence around the backyard?
51
00:03:02.409 --> 00:03:02.669
Yes.
52
00:03:04.170 --> 00:03:04.490
Okay.
53
00:03:06.511 --> 00:03:12.155
But the yard is not, the yard doesn't go all the way to the fence.
54
00:03:13.636 --> 00:03:15.037
Okay, there's some landscaping back there?
55
00:03:15.517 --> 00:03:15.777
Yeah.
56
00:03:16.658 --> 00:03:17.158
Okay.
57
00:03:18.239 --> 00:03:18.419
Okay.
58
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We'll incorporate this.
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Righty fence.
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Okay, let me do a little arithmetic here and I should have a mowing quote for you in just a moment.
61
00:03:30.936 --> 00:03:31.337
Okay.
62
00:03:34.720 --> 00:03:39.004
Now, did you need any, like, mulching or bark put down, things like that?
63
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I may.
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I need to kind of look and figure out what I need to do.
65
00:03:46.250 --> 00:03:47.151
Okay.
66
00:03:47.940 --> 00:03:49.481
But for right now, no.
67
00:03:50.622 --> 00:03:52.783
Okay, so this is like alarm bells all over.
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00:03:52.803 --> 00:03:53.383
This is great.
69
00:03:53.523 --> 00:03:55.584
So here's why we know this is great.
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She is once mowing.
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We can deliver on that.
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00:03:59.707 --> 00:04:01.007
We know she wants weeding.
73
00:04:01.688 --> 00:04:03.929
And then what Dean here is great.
74
00:04:04.129 --> 00:04:06.731
She basically asks, like, do you want any mulching?
75
00:04:07.171 --> 00:04:10.333
Instead of saying, would you like anything else kind of like mulching?
76
00:04:10.473 --> 00:04:12.214
Just go directly for the kill of mulch.
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00:04:12.634 --> 00:04:14.675
Because we know she has landscaping in the back.
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00:04:14.755 --> 00:04:16.156
We know she wants the beds weeded.
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00:04:16.756 --> 00:04:25.408
What we can say is just say, hey, when I do get the estimator set up for the weeding, would you like him to give me an optional line item to add mulch to the beds?
80
00:04:25.869 --> 00:04:28.292
So for all I know, maybe Dean goes that direction here.
81
00:04:28.533 --> 00:04:30.796
But it's a way to get them to say yes.
82
00:04:30.976 --> 00:04:33.640
Because right now when you say, do you need other things?
83
00:04:34.120 --> 00:04:36.962
People are like, well, I don't really know if I can trust them because I haven't even seen them.
84
00:04:36.982 --> 00:04:37.923
They haven't been on my property.
85
00:04:37.943 --> 00:04:38.663
I haven't done any mowing.
86
00:04:39.064 --> 00:04:48.110
But if they're inviting us to already come on their property to do the weeding visit, let's just get them to accept that, hey, let's also do another line item for the molten stall.
87
00:04:48.410 --> 00:04:52.473
So we're not really trying to get them to commit to much besides, hey, while we're there, let's do an optional item.
88
00:04:52.693 --> 00:04:54.755
It'll be totally in addition to the weeding.
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So great job of seeding this right now though, while he's getting the information to do the quote for mowing.
90
00:05:00.820 --> 00:05:04.843
So great job of keeping the conversation alive and not letting the call go silent.
91
00:05:05.103 --> 00:05:07.965
He's keeping that conversation around the upsell live throughout.
92
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That may change.
93
00:05:10.748 --> 00:05:17.593
Okay, yeah, if, yeah, when our estimator comes over for the weeding, we can have him throw that in too, just so you have something in your mind.
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Perfect.
95
00:05:20.615 --> 00:05:23.718
Great, okay, so for a weekly mowing,
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00:05:24.739 --> 00:05:25.720
The price would be $39.
97
00:05:26.021 --> 00:05:30.226
So what we just did there is essentially took a mowing customer that we're about to give pricing for.
98
00:05:30.706 --> 00:05:39.877
We've already, before even giving the price, we've basically had them commit to the fact that we're going to send an estimator to their house for weeding as well as installing mulch.
99
00:05:40.457 --> 00:05:45.101
These two services alone, an initial cleanup and some mulch install, could be $1,000.
100
00:05:45.561 --> 00:05:49.624
The mowing, it might take us 30, 40 visits to make $1,000.
101
00:05:49.964 --> 00:05:59.711
So the fact is we were likely able to double the annual value of this customer by just having these couple conversations around weeding and mulch now.
102
00:06:00.312 --> 00:06:01.793
And what's crazy, this is what's crazy.
103
00:06:02.393 --> 00:06:09.597
By us talking about the mulch and the weeding now, it basically assumes we're selling this mowing job.
104
00:06:09.797 --> 00:06:11.658
So I can almost guarantee you this job gets sold.
105
00:06:12.079 --> 00:06:16.621
Because the way that the customer is talking with Dean is like, we're going to come do your property.
106
00:06:17.062 --> 00:06:19.123
And so this is going to be an easy sell.
107
00:06:19.163 --> 00:06:19.923
I can almost guarantee it.
108
00:06:20.203 --> 00:06:24.326
$10 or every other week would be $58.50.
109
00:06:25.907 --> 00:06:26.427
Okay.
110
00:06:27.388 --> 00:06:28.929
I'd like to do the weekly mowing.
111
00:06:30.309 --> 00:06:30.910
Okay.
112
00:06:31.110 --> 00:06:31.330
And...
113
00:06:32.505 --> 00:06:33.426
It's mode right now.
114
00:06:33.446 --> 00:06:37.969
I just want to get something going next week.
115
00:06:39.430 --> 00:06:39.730
Okay.
116
00:06:40.410 --> 00:06:41.351
Yeah, that shouldn't be a problem.
117
00:06:42.072 --> 00:06:42.272
Yeah.
118
00:06:42.292 --> 00:06:42.792
We do have some.
119
00:06:43.753 --> 00:06:44.453
Great.
120
00:06:44.553 --> 00:06:50.477
Okay, let me get this accepted, and then we'll do a couple more little clerical things to get you all set up.
121
00:06:50.537 --> 00:06:53.359
I'm just writing up the figures here.
122
00:06:54.099 --> 00:06:54.359
Perfect.
123
00:06:54.379 --> 00:07:05.969
So what he's doing here is giving himself some time while he's inserting all the information, but also preceding the fact that, hey, after I get you set up, then we're going to go ahead and make sure that we get these estimates for the weeding and the molten salt done as well.
124
00:07:08.792 --> 00:07:09.072
All righty.
125
00:07:10.033 --> 00:07:13.596
Now, we do require a card on file to initiate the service.
126
00:07:14.216 --> 00:07:18.540
If you have one handy, I can put it on the account now or send you a link to our client portal.
127
00:07:19.781 --> 00:07:20.682
That would be good.
128
00:07:20.842 --> 00:07:22.143
I'm not close to that right now.
129
00:07:23.518 --> 00:07:23.938
Okay, great.
130
00:07:24.018 --> 00:07:25.519
I will send you a link.
131
00:07:27.000 --> 00:07:33.244
And then, but first let's get that, uh, estimator out for the, for the weeding.
132
00:07:33.885 --> 00:07:34.185
Okay.
133
00:07:35.882 --> 00:07:37.663
So I like how he kept moving on here.
134
00:07:38.063 --> 00:07:40.304
What you might want to say here is like, no worries.
135
00:07:40.444 --> 00:07:47.027
Maybe while we're wrapping up the last bit of this conversation, if you want to find a card, because I do need that card on file to be able to get the estimate accepted.
136
00:07:47.287 --> 00:07:50.468
Because almost every single one of our owners do want a card on file.
137
00:07:50.828 --> 00:07:52.729
And he might come around to that.
138
00:07:53.089 --> 00:07:54.730
But what you can say, this is perfect.
139
00:07:54.930 --> 00:07:55.951
You can just say, hey, okay, great.
140
00:07:56.031 --> 00:07:58.952
While you find a card, I'm going to go ahead and get you set up for that file.
141
00:07:59.312 --> 00:08:01.913
weeding and molten installation estimate.
142
00:08:02.514 --> 00:08:04.775
But we do need that card in order to get the job on.
143
00:08:04.995 --> 00:08:14.039
Because alternatively, we could always text them the link, like we probably did here, is text them the link to go to the customer portal, put their card information on file, fine.
144
00:08:14.620 --> 00:08:18.762
If we do that now though, we'll have the card on file by the end of this conversation.
145
00:08:19.022 --> 00:08:27.206
So we say, okay, great, I'm going to text you a link, click on that link, put your card information on file, and then I'll be able to get this job accepted right away.
146
00:08:28.086 --> 00:08:35.832
Again, the reason this is so easy to do this is because the customer wants the problem solved, and he's been able to say, I have the solution, and now I just need the card information.
147
00:08:36.333 --> 00:08:41.457
And while you're finding that card for the next couple of minutes, I'll make sure I get you set up for the other estimates.
148
00:08:42.278 --> 00:08:42.618
Okay, great.
149
00:08:42.658 --> 00:08:45.981
Now, yeah, as I said, he usually just drives by when he's in the neighborhood if that works for you.
150
00:08:46.241 --> 00:08:47.001
Takes a walk around.
151
00:08:47.642 --> 00:08:49.804
Okay.
152
00:08:49.824 --> 00:08:50.925
So we don't have to be here?
153
00:08:51.625 --> 00:08:51.865
No.
154
00:08:52.086 --> 00:08:53.707
As long as he can access the backyard.
155
00:08:53.727 --> 00:08:57.470
Yeah, just make sure you close the gate and come out.
156
00:08:58.022 --> 00:08:59.323
I think I've got dogs.
157
00:08:59.604 --> 00:08:59.964
Copy that.
158
00:09:01.225 --> 00:09:02.687
And the weeds are in the front and the back?
159
00:09:02.967 --> 00:09:04.148
You said there was some landscaping back there.
160
00:09:04.188 --> 00:09:05.069
They're kind of in the beds?
161
00:09:05.129 --> 00:09:05.289
Yeah.
162
00:09:05.790 --> 00:09:06.070
Yeah.
163
00:09:07.291 --> 00:09:07.632
Okay.
164
00:09:10.875 --> 00:09:11.375
All right.
165
00:09:14.959 --> 00:09:15.960
You said there are dogs.
166
00:09:16.761 --> 00:09:16.981
Yes.
167
00:09:24.202 --> 00:09:27.943
And then for the mulching, just so he has an idea, I assume you have garden beds around the property?
168
00:09:28.643 --> 00:09:28.864
Yes.
169
00:09:30.104 --> 00:09:30.304
Okay.
170
00:09:34.585 --> 00:09:36.566
Okay, excellent, I will send this right over to him.
171
00:09:37.366 --> 00:09:46.189
And he might be there tomorrow, if not the day after, and it takes usually about a 48-hour turnaround for a quote like this.
172
00:09:46.890 --> 00:09:47.250
Okay.
173
00:09:48.270 --> 00:09:49.851
So, you know, look out in your email.
174
00:09:52.252 --> 00:09:52.712
Yeah.
175
00:09:52.732 --> 00:09:57.556
So next I'll send the credit card, the client portal link, so you can put your card on file.
176
00:09:57.576 --> 00:10:00.318
And after that, we'll send you a schedule.
177
00:10:01.078 --> 00:10:01.458
Perfect.
178
00:10:02.139 --> 00:10:02.459
Perfect.
179
00:10:02.479 --> 00:10:02.759
Excellent.
180
00:10:02.879 --> 00:10:04.060
Okay.
181
00:10:04.460 --> 00:10:04.961
Thank you.
182
00:10:05.541 --> 00:10:07.863
Is there anything else I can do to make this a 10 out of 10 experience for you?
183
00:10:09.304 --> 00:10:10.645
Not that I can think of right now.
184
00:10:11.365 --> 00:10:11.645
What else?
185
00:10:11.665 --> 00:10:16.228
If you think of anything, just give us a call back and we'd be happy to get your quote or incorporate it into your service.
186
00:10:17.009 --> 00:10:17.409
Perfect.
187
00:10:17.449 --> 00:10:18.150
Thank you so much.
188
00:10:18.370 --> 00:10:18.930
Hey, you're welcome.
189
00:10:18.950 --> 00:10:19.791
Thank you so much for calling.
190
00:10:20.311 --> 00:10:20.952
Bye-bye.
191
00:10:20.972 --> 00:10:21.412
Take care.
192
00:10:21.432 --> 00:10:21.652
Bye-bye.
193
00:10:22.588 --> 00:10:23.349
Excellent work.
194
00:10:23.489 --> 00:10:24.129
Excellent work.
195
00:10:24.149 --> 00:10:26.491
We got the upbeat tone throughout.
196
00:10:26.792 --> 00:10:29.714
The 10 out of 10 question was absolutely said.
197
00:10:29.754 --> 00:10:32.136
So we got ourselves a 10 out of 10 call.
198
00:10:32.616 --> 00:10:39.142
One way to improve that 10 out of 10 question, instead of just saying, is there anything I can do to make this a 10 out of 10 experience?
199
00:10:39.442 --> 00:10:43.325
That assumes, like, anytime you're wrapping up a call, like, anything else I can do for you?
200
00:10:43.805 --> 00:10:46.808
Instead, what can we do to make this?
201
00:10:47.108 --> 00:10:49.371
this experience with Augusta Longhair a 10 out of 10.
202
00:10:49.831 --> 00:10:51.513
Then they'll think more about the actual service.
203
00:10:51.814 --> 00:10:56.660
They'll think, well, actually, my last landscaper let the dogs out all the time because he forgot the gate.
204
00:10:57.080 --> 00:10:59.864
Or they just stopped showing up.
205
00:11:00.084 --> 00:11:01.125
Like, if you guys can just show up.
206
00:11:01.405 --> 00:11:04.769
We're trying to actually figure out what can Augusta as a whole, including the crew,
207
00:11:05.390 --> 00:11:09.033
in the actual job, what can they do to make it a 10 out of 10 experience?
208
00:11:09.313 --> 00:11:13.997
So how you phrase that 10 out of 10 question, if you're just making like, what else can I do to make this a 10 out of 10 experience?
209
00:11:14.297 --> 00:11:15.818
You're wrapping up the call.
210
00:11:16.259 --> 00:11:17.079
They won't give you anything.
211
00:11:17.319 --> 00:11:21.483
But if you say, hey, when we come to the job, what can we do to make sure it's a 10 out of 10 experience for you?
212
00:11:21.903 --> 00:11:22.864
You'll get more detailed.
213
00:11:22.904 --> 00:11:24.225
So very, very good.
214
00:11:24.385 --> 00:11:25.606
Thank you for calling Augusta Long here.
215
00:11:25.626 --> 00:11:26.086
This is Kate.
216
00:11:26.106 --> 00:11:26.667
How can I help you?
217
00:11:27.747 --> 00:11:28.088
Hi, Kate.
218
00:11:28.268 --> 00:11:32.091
I was wondering if you serve the North Omaha area
219
00:11:33.273 --> 00:11:36.255
We do have routes that extend out that way and into that area.
220
00:11:36.335 --> 00:11:38.837
If I could get your address, I'll be able to see if you fall inside my route.
221
00:11:39.837 --> 00:11:40.057
Yeah.
222
00:11:40.258 --> 00:11:43.380
I'll just say, I really like, I don't think I've ever heard someone say this.
223
00:11:43.680 --> 00:11:48.163
I really like how she said, if you fall within our route, instead of even just calling it service area.
224
00:11:48.223 --> 00:11:50.764
I really like that because the person's asking about mowing.
225
00:11:51.124 --> 00:11:54.006
Like that's a really, really solid, solid word.
226
00:11:54.126 --> 00:11:56.368
I see that your address does fall inside my serviceable area.
227
00:11:56.508 --> 00:11:58.149
What were the services you were looking to have an estimate for?
228
00:11:59.607 --> 00:12:02.408
Well, we are looking to sell our house.
229
00:12:03.268 --> 00:12:04.168
We're in the process of moving.
230
00:12:04.188 --> 00:12:08.009
We're looking to probably go on the market like July 10th.
231
00:12:08.209 --> 00:12:13.690
So between now and then, maybe some scheduled services to help me maintain the yard generally.
232
00:12:13.750 --> 00:12:16.610
But like there's an area of brush that needs cleaned.
233
00:12:17.111 --> 00:12:24.152
There's railroad ties that are on a flower bed on the north side of the house that need be stabilized on the flower bed.
234
00:12:25.012 --> 00:12:29.253
General just cleanup, just making it tidy and clean and ready for showing would be a huge...
235
00:12:30.110 --> 00:12:30.350
Awesome.
236
00:12:30.370 --> 00:12:41.199
So anytime you hear someone talk about selling the house, you immediately think property cleanup, molten stall, how do we make this property look as good as possible, like as fast as possible?
237
00:12:41.579 --> 00:12:47.924
Also, the buyer, or sorry, the seller of the house, or in this case, our customer is very price insensitive.
238
00:12:48.164 --> 00:12:55.209
They're selling a house for $400,000, $500,000, $600,000, spending an extra $1,000,000 or $2,000,000 to make sure it looks really nice and they sell it immediately is...
239
00:12:56.070 --> 00:12:56.851
not a big deal.
240
00:12:56.871 --> 00:12:58.472
They're very price insensitive.
241
00:12:58.912 --> 00:13:12.500
And so these are great candidates to upsell as soon as you hear, let's get this property sold, we're trying to sell this property, think, okay, can I get two, three, four different upsells as an optional line item on an estimate for this customer?
242
00:13:12.820 --> 00:13:13.160
helped.
243
00:13:13.721 --> 00:13:14.701
Got it.
244
00:13:14.841 --> 00:13:22.206
Now, were you needing things like, I'm sorry, I'm taking a look at your property here, taking notes and seeing what we can offer you to help with the curb appeal and sellability.
245
00:13:22.526 --> 00:13:24.728
It looks like you've got some beds around the property.
246
00:13:24.748 --> 00:13:27.509
Would you like some mulch installed in those or just getting some weeds pulled?
247
00:13:28.570 --> 00:13:29.190
Yeah.
248
00:13:29.210 --> 00:13:34.454
So there's a flower bed right in the front and definitely getting weeds pulled, cleaning that up, making it look nice.
249
00:13:34.734 --> 00:13:35.674
Mulch probably there.
250
00:13:36.035 --> 00:13:38.536
There's, like I said, the flower bed on the north side of the property.
251
00:13:39.337 --> 00:13:39.817
That needs
252
00:13:40.290 --> 00:13:44.911
just like general cleanup and weeds pulled and things like that and maintained.
253
00:13:45.252 --> 00:13:50.673
And then on the backside of the house, there's, I mean, the backyard, generally speaking, there's some flower beds in there.
254
00:13:50.693 --> 00:13:56.035
There's one main flower bed for sure in the backyard that would look really nice if that got cleaned out and mulched over.
255
00:13:57.126 --> 00:14:06.654
And then also on the backside, like in the backyard of the property, like along the alley, there's a little corner of our property that's not within our fence line, but is part of our property that's just become overgrown.
256
00:14:06.875 --> 00:14:08.996
We took down two old trees right there.
257
00:14:09.557 --> 00:14:16.022
And so around there, it's just getting overgrown, and that needs to just get, like, brushed, basically.
258
00:14:16.643 --> 00:14:17.003
Got it.
259
00:14:17.664 --> 00:14:21.106
So it's definitely a project where we're getting taken care of.
260
00:14:21.207 --> 00:14:21.687
All right.
261
00:14:22.267 --> 00:14:22.908
Now – Yeah.
262
00:14:23.537 --> 00:14:27.558
I need to gather just a little bit of information from you and then I can get the estimation process for this started.
263
00:14:28.439 --> 00:14:28.659
Sure.
264
00:14:28.699 --> 00:14:49.066
I can either just send my estimator by the property with this list that you've just given me and let them know this is what the customer would like to see in an estimate from us or I can schedule a time between 8 and 5 Monday to Saturday, actually not after 3 on Saturdays, there's a note here, where you two meet at the property together and you discuss this full estimate together and then he writes it up and sends it over to you with our pricing.
265
00:14:53.248 --> 00:14:53.948
Let me think about that.
266
00:14:54.469 --> 00:15:01.293
I'm going out of town for the next four days, but my father-in-law is here and into the weekend.
267
00:15:01.333 --> 00:15:06.716
If there's any time for someone to come by between Wednesday and Saturday, or are we looking into next week?
268
00:15:07.356 --> 00:15:08.457
I would be looking at this week.
269
00:15:08.537 --> 00:15:11.899
If you wanted to be the one that was there, I can absolutely get that scheduled next week.
270
00:15:12.079 --> 00:15:16.021
It just sounds like this is a bit time-sensitive, and I'm trying to make sure we get that to you as soon as possible.
271
00:15:16.321 --> 00:15:21.765
If you're confident with your dad mating the estimator at the property, we are more than content to meet with him, as long as you're receiving the estimate you wish.
272
00:15:23.275 --> 00:15:24.075
Yeah, totally.
273
00:15:24.115 --> 00:15:27.577
I would be comfortable with Bill handling that while he's in town here.
274
00:15:27.597 --> 00:15:34.001
And we discussed this, he knows sort of the problem areas that need to be taken care of.
275
00:15:34.021 --> 00:15:47.388
So she did a great job of saying, like, so when someone goes into a ton of depth, sometimes an in-person estimate is almost required, and knowing this person is price insensitive and needing this job pretty quickly,
276
00:15:48.188 --> 00:15:49.509
an in-person estimate might be worth it.
277
00:15:49.869 --> 00:16:04.181
Now, if I have to do as a drive-by, I could probably say, hey, we want to pull the weeds in all the flower beds, install mulch, and there's a backyard flower bed specifically they mentioned is really important, as well as along the back alley where they removed a bunch of trees and brush.
278
00:16:04.462 --> 00:16:08.725
So that would probably be what I'd do if I was having to do a drive-by.
279
00:16:09.005 --> 00:16:15.290
And I'm still going to give the notes for the in-person estimate, but a project of the scope, probably looking at four, five, $6,000,
280
00:16:17.452 --> 00:16:19.155
Doing an in-person assessment, not a bad idea.
281
00:16:19.976 --> 00:16:27.669
But if you have to do a drive-by because she's leaving out of town, also great job of Kate picking up on the fact that, hey, it sounds like this is time-sensitive.
282
00:16:28.069 --> 00:16:28.791
Great hook there.
283
00:16:29.071 --> 00:16:31.054
So yeah, that would work for us.
284
00:16:31.950 --> 00:16:32.310
Perfect.
285
00:16:32.690 --> 00:16:33.571
Now, what was your name?
286
00:16:34.391 --> 00:16:39.533
Notice how, Kate does a great job of this, is like saying perfect, awesome, great, we can do that.
287
00:16:39.613 --> 00:16:47.055
Staying positive throughout the entire call really helps the customer, and watch what the customer does is it matches exactly the way she's talking.
288
00:16:47.415 --> 00:16:48.416
Cool, that's awesome.
289
00:16:48.656 --> 00:16:52.637
She's matching Kate's verbiage of being positive and upbeat.
290
00:16:52.937 --> 00:16:56.939
That is really the essence of a 10 out of 10 call, and that the first part is like an upbeat tone.
291
00:16:57.379 --> 00:17:00.740
If you use that upbeat tone, the customer will reflect that back to you.
292
00:17:01.320 --> 00:17:12.844
So after he meets with your dad, he's going to send this over to your email and then go ahead and give us a call here in the office if you would like to answer any questions, get anything adjusted, or even just move portions, if not all of it, off to scheduling.
293
00:17:13.164 --> 00:17:15.085
Whatever your heart's desire, just reach out to us.
294
00:17:15.765 --> 00:17:17.666
And I'm taking a look at tomorrow's schedule.
295
00:17:18.146 --> 00:17:26.149
He actually has all of his available appointments up for the grads any time between 8 a.m. with the last scheduled meeting taking place at 4 p.m., wrapping up no later than 5.
296
00:17:26.189 --> 00:17:27.650
And that is not how long it takes.
297
00:17:27.690 --> 00:17:28.710
That's just how long we allot.
298
00:17:29.570 --> 00:17:31.450
What time is it best for you guys for him to meet you?
299
00:17:33.071 --> 00:17:38.432
I know, let me see here, we're getting mud and our utilities are getting hooked up tomorrow at the new house.
300
00:17:38.852 --> 00:17:39.292
Got it.
301
00:17:39.792 --> 00:17:41.192
So, I'm working.
302
00:17:41.412 --> 00:17:47.873
Is there any, what, is there any availability, see tomorrow's Tuesday, is there any availability Thursday?
303
00:17:48.673 --> 00:17:49.193
Absolutely.
304
00:17:49.253 --> 00:17:54.434
Let me see what he's got up for the grabs and all of his available time slots are up for the grabs for Thursday as well.
305
00:17:55.414 --> 00:17:56.055
Okay, great.
306
00:17:56.175 --> 00:17:58.575
Could we do, like,
307
00:17:59.419 --> 00:18:02.124
something like 9 or 10 in the morning on Thursday, if that works?
308
00:18:02.846 --> 00:18:03.327
Absolutely.
309
00:18:03.347 --> 00:18:07.034
I'm going to go ahead and nab the 9 a.m. time slot for you right now in person.
310
00:18:10.169 --> 00:18:13.831
uh, see how, see how it feels like Kay's on the side of the customer.
311
00:18:13.851 --> 00:18:15.052
Like I'm going to nab that for you.
312
00:18:15.072 --> 00:18:16.293
I'm going to get that reserved for you.
313
00:18:16.313 --> 00:18:17.954
Like she's on the side of the customer.
314
00:18:17.974 --> 00:18:21.636
Like these little words is what goes into an upbeat tone really means.
315
00:18:21.656 --> 00:18:24.678
It's not just having a high pitched voice.
316
00:18:24.778 --> 00:18:26.079
It's also being upbeat.
317
00:18:26.379 --> 00:18:26.579
It is.
318
00:18:26.740 --> 00:18:27.520
I'm on your side.
319
00:18:27.660 --> 00:18:28.641
Let's figure this out together.
320
00:18:28.661 --> 00:18:29.281
I'm going to nab this.
321
00:18:29.301 --> 00:18:31.322
I'm going to go ahead and secure this for you.
322
00:18:31.342 --> 00:18:33.504
So great job for sale estimates.
323
00:18:34.745 --> 00:18:36.586
That's why I'm just putting it down home for sale estimate.
324
00:18:36.606 --> 00:18:37.446
This is in person.
325
00:18:38.347 --> 00:18:38.427
Um,
326
00:18:39.288 --> 00:18:40.710
Now, my estimator's name is Jordan.
327
00:18:41.671 --> 00:18:45.454
He's going to be in a bright yellow truck, bright yellow clothes, Augusta, all over the place.
328
00:18:45.475 --> 00:18:46.295
You're going to know it's us.
329
00:18:47.136 --> 00:18:47.477
Okay.
330
00:18:47.497 --> 00:18:48.718
Me and Bill.
331
00:18:49.899 --> 00:18:50.300
Right.
332
00:18:50.520 --> 00:18:53.243
And then you get a customer laughing when you have an upbeat tone.
333
00:18:53.383 --> 00:18:59.609
And then once you get a customer laughing, they have reduced their stress and the anxiety of not trusting someone on the other side of the phone.
334
00:18:59.629 --> 00:19:00.570
So great job here.
335
00:19:01.231 --> 00:19:01.591
Go ahead.
336
00:19:01.671 --> 00:19:01.952
Oh, sorry.
337
00:19:01.972 --> 00:19:02.192
Go ahead.
338
00:19:02.694 --> 00:19:10.481
I was going to say, since I'm going to be out of state, can I also give you Bill's number in case Jordan needs to get a hold of him or anything like that?
339
00:19:11.062 --> 00:19:11.662
Absolutely.
340
00:19:11.722 --> 00:19:12.503
What would his number be?
341
00:19:13.123 --> 00:19:23.833
See, if Kate would have rushed this call and just got the information, the customer would have never opened up about the fact that Bill's phone number should probably be attached to these estimate notes in case something happens.
342
00:19:24.173 --> 00:19:25.815
So this is why having an upbeat tone
343
00:19:26.455 --> 00:19:28.837
It seems like, well, that's so basic in terms of having a 10 to 10 call.
344
00:19:29.237 --> 00:19:38.723
It allows the customer to relax and give you more information and think cognitively about what happens if someone's not home or someone needs to change their schedule.
345
00:19:38.743 --> 00:19:39.623
Who do you call?
346
00:19:39.863 --> 00:19:41.244
So just excellent work.
347
00:19:41.344 --> 00:19:41.825
Thank you.
348
00:19:42.105 --> 00:19:47.208
I'm going to include that into the note for the meetings with the estimator, but I'm not going to add Mr. Bill onto the account.
349
00:19:47.988 --> 00:19:48.289
Perfect.
350
00:19:48.329 --> 00:19:48.529
Yeah.
351
00:19:48.629 --> 00:19:49.149
Yeah, that's great.
352
00:19:49.169 --> 00:19:50.230
Yeah, he's just helping us out.
353
00:19:50.250 --> 00:19:54.693
Things have been a little crazy around here and he's in town, so I'm going to take full advantage of his assistance.
354
00:19:54.973 --> 00:19:55.093
Okay.
355
00:19:58.313 --> 00:20:08.682
not to be added to account, just assisting and has approval from Sonia to help along the process.
356
00:20:08.702 --> 00:20:09.762
Okay.
357
00:20:10.043 --> 00:20:13.005
We'd just like to know who is it that's calling the shot for an address.
358
00:20:13.485 --> 00:20:14.146
Right.
359
00:20:14.206 --> 00:20:17.989
As long as you're giving us permission to interact with Bill, then we are totally fine.
360
00:20:18.049 --> 00:20:19.110
I'm going to note that onto the account.
361
00:20:19.130 --> 00:20:22.693
That way anybody who you interact with for your services is aware of that.
362
00:20:23.596 --> 00:20:23.836
Great.
363
00:20:24.216 --> 00:20:24.517
Awesome.
364
00:20:24.777 --> 00:20:25.137
All right.
365
00:20:25.957 --> 00:20:29.880
Is there anything else we can... Notice the reflection of the words great, awesome.
366
00:20:30.240 --> 00:20:33.081
It's exactly what Kate is saying on the phone back to her.
367
00:20:33.542 --> 00:20:37.744
So again, I like this call a lot because it really emphasizes the upbeat tone.
368
00:20:38.044 --> 00:20:40.746
And if you have an upbeat tone, the reason it's the number one,
369
00:20:41.086 --> 00:20:43.747
is because if you have an upbeat tone, making an upsell is very easy.
370
00:20:44.188 --> 00:20:53.252
Customer opens up, and then the 10 out of 10 question becomes really easy because they've already let down their guard, they're happy with you, they don't feel stressed out.
371
00:20:53.312 --> 00:20:55.193
How about with the home there, Ms. Sonia?
372
00:20:55.213 --> 00:20:59.896
Is there any other services you're curious about?
373
00:20:59.916 --> 00:21:05.158
I think for now that would be a huge help, just getting sort of these trouble spots under control.
374
00:21:05.678 --> 00:21:05.959
And then,
375
00:21:07.370 --> 00:21:27.183
is something between now and when the house sells, which could be the second or third week in July, I'm not sure when things are going to be finalized and things grow like crazy in the spring, especially with all these storms we've been having, is just kind of general maintenance, kind of helping me maintain some of the...
376
00:21:27.994 --> 00:21:30.496
some of the mowing and some of the management of these trouble spots.
377
00:21:30.817 --> 00:21:33.679
So we've already done a great job upselling the one-time project.
378
00:21:34.060 --> 00:21:42.347
If you go on the upsell, thoughtful upsell inside the wiki, you'll see underneath the project, once you've got a cleanup or a molten salt, the immediate thing I'm going to is mowing.
379
00:21:42.767 --> 00:21:43.548
It is maintenance.
380
00:21:43.929 --> 00:21:48.473
And so once these, you know, the beds are weeded, the, uh,
381
00:21:49.233 --> 00:21:51.494
flower beds have mulch, I need to mow the grass.
382
00:21:51.614 --> 00:21:56.157
I still also, the fact that she's talking about the third week of July tells me, this is like four to six weeks away.
383
00:21:56.497 --> 00:22:01.319
Let's make sure she's also on a recurring maintenance for the flower beds so that they still stay good.
384
00:22:01.579 --> 00:22:05.021
And you say, hey look, we'll weed the beds and rake up the mulch so it just looks fresh all the time.
385
00:22:05.461 --> 00:22:12.165
So even though the recurring side here might be four or five mows, it might be three or four weeding visits,
386
00:22:13.105 --> 00:22:13.945
That's not a big part.
387
00:22:14.025 --> 00:22:17.746
The big part is the massive cleanup and molten install.
388
00:22:17.766 --> 00:22:18.926
That's four, five, $6,000.
389
00:22:19.307 --> 00:22:19.627
Awesome.
390
00:22:19.707 --> 00:22:20.307
We got that.
391
00:22:20.827 --> 00:22:26.048
We can also go ahead and tack on more here by saying, hey, let's get you on recurring services as well.
392
00:22:26.068 --> 00:22:31.149
So whenever you get recurring, we're going to try to get them on a one-time cleanup, a property cleanup, a molten install, something like that.
393
00:22:31.830 --> 00:22:37.991
When they're coming after the molten install, the property cleanup, we're like, hey, can we also get you on maintenance, the recurring side of things?
394
00:22:38.571 --> 00:22:40.992
Something also that could be scheduled in the
395
00:22:41.872 --> 00:22:43.894
in between time until we get things done with the house?
396
00:22:44.414 --> 00:22:44.875
Absolutely.
397
00:22:44.895 --> 00:22:50.799
I've actually included into this estimate note for your meeting that we will need a maintenance estimate to keep the property nice until it's sold.
398
00:22:50.859 --> 00:22:55.283
So he will send you maintenance options for after, like, for example, the garden beds.
399
00:22:55.683 --> 00:23:02.509
He'll let you know what the prices are to get those cleaned up, weeds pulled, mulch installed, and then it will have a maintenance on the garden beds separately.
400
00:23:02.789 --> 00:23:05.511
You've got to receive the clean out in order for the maintenance to be effective.
401
00:23:05.531 --> 00:23:05.651
Okay.
402
00:23:06.392 --> 00:23:08.994
But some customers, they're just like, oh, well, I just want the maintenance.
403
00:23:09.094 --> 00:23:11.116
Okay, but we're not gonna be reaching in and pulling all of that out then.
404
00:23:11.196 --> 00:23:12.156
No, no, that's not.
405
00:23:12.597 --> 00:23:13.498
It's not.
406
00:23:14.218 --> 00:23:16.040
So I'll ask him to include that.
407
00:23:16.941 --> 00:23:19.283
Awesome, yeah, it definitely needs the cleanup before the maintenance for sure.
408
00:23:19.903 --> 00:23:21.645
Okay, that's fantastic.
409
00:23:22.818 --> 00:23:23.078
Great.
410
00:23:23.118 --> 00:23:24.979
This is a huge load off my shoulders.
411
00:23:25.079 --> 00:23:30.101
I have called probably 15 lawn care companies, and I have yet to talk to a human.
412
00:23:30.641 --> 00:23:34.983
So actually getting to speak with you and something on the books is a miracle.
413
00:23:35.043 --> 00:23:35.864
So thank you so much.
414
00:23:36.244 --> 00:23:37.404
This is a huge load off.
415
00:23:38.045 --> 00:23:40.826
Well, we are absolutely thrilled that you chose to reach out to Augusta.
416
00:23:40.846 --> 00:23:43.127
We're sorry you had to go through so many calls before landing on us.
417
00:23:44.287 --> 00:23:49.149
If you see any areas where we can improve or anything that we can do better, please let us know whether you choose to hire us or not.
418
00:23:49.169 --> 00:23:50.550
The moment you reach out to us, you're a customer.
419
00:23:50.985 --> 00:23:53.166
And we like to know that our customers are taken care of.
420
00:23:53.266 --> 00:23:55.327
Customer service satisfaction, it is our number one goal.
421
00:23:55.467 --> 00:24:01.630
And, well, if there's something you're not satisfied about, from our pricing to our scheduling to services provided, we like to hear from our customers how we can do better.
422
00:24:02.990 --> 00:24:03.250
Awesome.
423
00:24:03.270 --> 00:24:04.451
Well, thank you so much.
424
00:24:04.731 --> 00:24:08.412
And I will let Bill know about the 9 a.m. appointment on Thursday.
425
00:24:09.033 --> 00:24:11.894
And I will keep my eye open for the estimate in my email.
426
00:24:12.694 --> 00:24:13.375
Take care, Ms. Sonia.
427
00:24:13.415 --> 00:24:14.275
I hope to connect with you later.
428
00:24:15.208 --> 00:24:15.428
Awesome.
429
00:24:15.468 --> 00:24:15.948
Thank you so much.
430
00:24:16.268 --> 00:24:16.548
Bye.
431
00:24:16.588 --> 00:24:16.788
Bye-bye.
432
00:24:17.028 --> 00:24:17.628
Awesome work.
433
00:24:17.848 --> 00:24:18.369
Awesome work.
434
00:24:18.449 --> 00:24:19.269
Very good calls.
435
00:24:19.409 --> 00:24:22.629
Okay, so the only thing we didn't ask here was the 10 out of 10 question.
436
00:24:22.989 --> 00:24:28.790
I think that last interaction of expressing how important customer service was, that was great.
437
00:24:29.370 --> 00:24:34.951
Asking the 10 out of 10 question, I think we kind of could probably guess what the person was going to say, but that's probably where I would have put it.
438
00:24:35.011 --> 00:24:37.952
At the very end there, it's like, hey, I really appreciate it.
439
00:24:38.352 --> 00:24:41.492
She's already thrilled with the fact that we just picked up the phone.
440
00:24:42.373 --> 00:24:43.913
You notice here, this is...
441
00:24:44.993 --> 00:24:52.415
Do you notice like one of the most stressful parts for a person is when they're selling their house something other big life event usually happens around selling a house.
442
00:24:52.795 --> 00:24:58.357
The fact that this person is able to say you took a massive load off of my shoulders just by answering the phone.
443
00:24:58.977 --> 00:24:59.957
That's why we exist.
444
00:25:00.037 --> 00:25:01.137
That's why we answer the phones.
445
00:25:01.357 --> 00:25:03.038
That's why we have 10 out of 10 phone calls.
446
00:25:03.498 --> 00:25:05.739
And so this is the importance of what we do.
447
00:25:05.779 --> 00:25:09.640
We try to solve the problem for the customer and we haven't even solved the problem for the customer.
448
00:25:09.660 --> 00:25:10.460
She's already happy.
449
00:25:10.960 --> 00:25:14.222
But like, ultimately, we need to clean out the beds.
450
00:25:14.522 --> 00:25:16.763
We need to get mulch installed.
451
00:25:16.843 --> 00:25:18.944
We need to maintain this property and they need to sell the house.
452
00:25:19.164 --> 00:25:21.405
The actual problem is here is they need to sell the house.
453
00:25:21.465 --> 00:25:25.147
And once we identify the problem, that's how we figure out what to upsell them.
454
00:25:25.487 --> 00:25:27.028
That's why we have the upbeat tone.
455
00:25:27.048 --> 00:25:29.750
So they stay enthusiastic and they tell us what they're thinking.
456
00:25:29.770 --> 00:25:32.251
They tell us about Bill's phone number and all this other information.
457
00:25:32.731 --> 00:25:34.932
So, um, overall two good calls.
458
00:25:35.452 --> 00:25:40.214
Um, as always, we can improve where we put that 10 out of 10 question, getting the information.
459
00:25:40.734 --> 00:25:44.556
Um, I, if I had to guess on that last one, it's a matter of, Hey, you answered the phone.
460
00:25:44.576 --> 00:25:45.516
I'm super thrilled about that.
461
00:25:45.536 --> 00:25:48.957
If you guys can just get me on the schedule the next few weeks, that'd be, that'd be fantastic.
462
00:25:48.977 --> 00:25:50.798
And then maintain the property so we can sell the house.
463
00:25:51.298 --> 00:25:52.659
That's going to make a 10 out of 10 for me.
464
00:25:53.159 --> 00:26:01.102
And so, um, excellent work, uh, on these two 10 out of 10 phone calls, we can always improve, but fantastic work from Kate and Dean on these.
