Management

Your client and proud homeowner would be very pleased to receive a owners manual at the projects completion. Finalize each project in a positive manner with a invitation to a post project meeting. What better way to show your appreciation to your client. There could be a few items presented in the manual at the meeting that can be very beneficial to your business.

There could be a few sections covered in this manual.

Section One could be a survey on your company with a survey sheet to be filled out by the homeowners. Page one or section one should be Instructions for filling out a survey, with a pre-paid envelop to mail it back to you or an option to fill out a form online. There are many ways to receive testimonials; written, audio and video. Use this opportunity to arrange it. What better time to make sure you get one.

Section Two of the manual can be records. Collect any paperwork associated with the job and complete records of everything installed; Complete records would include what it is, where it is, what color it is, where the client can get spare parts, repair or service years later and warranty information. A record of paint used, color and the brand. Also, copies of contracts, along with before and after pictures so that your client can show their friends.

A useful item for the manual, beneficial to todays tax credits, would be a section for any energy tax credit information.

The Third Section, should be instructions on how to refer your company. Explain your referral process. Do they fill out a form, call you, e-mail the information? What happens when you get the referral? To present your referral process as very systematic process, shows your clients that anyone referred to you, will be handled in a professional manner, and increase the chances of receiving one from them. Here are some ways to address that in writing that can be referred to regularly.

How to Refer Others- explain how you would like to receive the information

How to Spot My Ideal Customer- Explain what type of customers you are looking for.

How to Best Communicate What I Do-explain your unique core message about your business.

How My Customer Referral Process Works- When you are given a referral, when will they be contacted, what is your initial conversations goals and how you will return the results/progress to the people that gave you the referral.

Our Referral rewards Program- do you offer any special rewards for someone that offers a referral and they become a new client. What is it and how do they get it.

Be unique and turn a post project meeting into more than just getting the final payment. Make a relationship that benefits everyone. Remember, being a successful business with consistent results is about doing all the little things properly.

There have been many times in sales meetings a sales person will say, “teach me how to close.” He will say, “I just couldn’t overcome that objection and I keep hearing the same one over and over.” Talking strategy over on how to handle that nagging objection and working through a solution is always a good idea. (BUT) Did you ever think about the possibility of overcoming it, before it even arises? That, is the true solution.

No one likes to be sold. Everyone likes to buy. In the remodeling and home improvement industry it may be more important than ever to understand that when a customer becomes a client and says,”yes, you’re hired,” it is an emotional decision. When the decision is made, your prospect will make an emotional decision based from them knowing, liking and trusting you.

A sales process that educates and is unique is ultimately the best path towards reaching your prospect on an emotional level and answering questions before they arise. When more effort to educate before the questions come up,  before the objections have time to dwell in their minds, the less effort and time will be spent in the end trying to convince them you are right for the job. Trying to convince people in the end about something they are unsure of will erode that like and trust and more than likely the opportunity for you.

Marketing materials should educate. The sales process starts before they even contact you. The principles we discuss and the processes we follow at Remodel Buddy coaching and MasterBuilder Roundtables are based on getting the client to Know you, Like you, Trust you and ultimately buy and refer you. All of your communications should allow your prospects to really experience your expertise. The most successful remodeling businesses that increase their conversion rate, increase their profits from earning more of the right jobs and eliminate time chasing leads. It is the ones that understand a sales process that educates and is unique is successful. Here is a case study of a remodeling company that increased their conversion rate, decreased leads and at the year end had more sales and revenue, plus higher profits.

We were one individual part of a national company that I was a partner with, but in our local branch we were responsible for our own profit center. The partners in the company visited each office/showroom from across the nation each month to review financials and to be hands on.

We were always told, when partners visited, that we had a very good working environment. A great team of people that seem to be all focused on the “better good, big picture.” I called it building a “Culture for Success.” Building a culture of success is an integral part of creating a working environment that is productive. It doesn’t mean if your team is productive that they will always be productive. After all, success is not an event, it is a body of work that is maintained over a long period of time. To have sustained success, a culture needs to be developed. Building a culture of success is a body of work, not a single event.

Employees usually leave the company they were previously with for various reasons, but probably the biggest reason they leave is a feeling of spinning their wheels. Employees want to be valued, utilized wisely and have their ideas heard and implemented on occasion, or more often. Not only will the employees be appreciative, they will be more productive and have a better attitude. A better attitude is infectious and can lead to employee retention, while keeping a fresh outlook on your company.

Without good information, you can’t make good decisions.

Managing your time wisely to gather information on products, systems or accounts by holding meetings that are pre-scheduled and have an itinerary that you stick to is a great way to develop employees funneling of information to the business owner or executive.

Have the meetings on time, be organized and interactive with employees. Request input and acknowledge good input by using and implementing.

1. empowering your employees to be proactive

2. be the “man in the middle”

3. team meetings that are interactive

4. be organized and last but not least

5. hold everyone in your organization accountable.