How to maximize your profit with KPIs & KTIs

Alright, we’re going live. We’re on the Facebook group. We’re live in the zoom meeting. Welcome. Thank you guys for joining us on today’s special session, we’re going to be talking all about how to maximise the profits in your plumbing or HPC business, you know, here at plumbing and HVAC SEO, you know, we’re all about how do you how do you maximise your lead flow? Right? How do you make sure you’re showing up on Google? How do we make sure that your website converts at the highest level? How do we make sure that you’re really just dominating your local marketplace? And now at this point, working with several hundred plumbing and HPC contractors, trying to see some of the best in the business? We’re seeing that you know, oftentimes we can get so fixated on, on revenue on leads on growing the top line that we don’t wind up with a lot of profit, right. And at the end of the day, the reason we all run business The reason I run plumbing and HVAC SEO The reason Joe runs SBG The reason you run your business within a day is to produce a profit so that you can provide for your family so you can live your desired life style. And so I only bring people on to these sessions when I feel like there’s a problem in the industry. And I found someone that can help solve it. Right. And so that’s why I’m really excited to have Joe Grady on with me today. I’ve been working with Joe going on, let’s be like two years now as SPG. And, you know, just seeing some of the clients that we’ve introduced them to and plugged them into, have a massive transformation, you know, from
just making the kind of profit that they need, improving their clothes rates on the leads that we generate, improving their average ticket out in the field, which makes them more profitable, which makes them happier with the services we provide, and ultimately is a win win for everybody involved. And so I was like, Joe, you know, it’s 2019 I’d love to have you back on just to unpack this whole concept and how you how people in the trade can really get better profitability, better control of their numbers, better control of their metrics. So

Without further ado, Joe, thank you so much for joining us on today’s session. I’m going to hand it off to you. Hi, well, hey, Thanks, Josh. So one of the things I’m going to hold this up, I hope you can read this. Let’s see, there we go. Here’s my camera, we see it. Volume is vanity profit is sanity. That’s that’s our motto. And you did hit the nail on the head. Josh, when you said that, you know, you can have all this marketing and all this, but it’s about the profitability at the end of the day.But more importantly, is how I keep hearing so many people say can you help me grow my business? And my first question is, are you profitable? Well, what does it matter? I just want to grow my business, and then I’ll be profitable. That is a fallacy, my friends, an absolute fallacy. You cannot grow your business without being profitable. Otherwise, you’re stretching Your capital too thin, you’re gonna end up cash poor, and it’s no bueno. So, for those of you who have, and you know, Josh, I’m going to do my best. But I’m still going to give my HR disclaimer. I am a bit of an HR nightmare, I’m getting much better. And for those of you on who know me, and have seen me, I think you will say at the end of this webinar, wow, Joe has a little bit more control over the New York Tourettes.

I promise you, I will do my best Josh. Fantastic. That’s all we can ask for right? Hey, you do what you gotta do. Alright, so I’m going to dive right in. Just share my screen Josh, I’m like good to go. While you share what I’ll say is, you know, this is a live session. So you took the time out of your day on a Friday afternoon to be live with us. So you know, as you have questions, post them in them in the box, both you and I will be reading this will be pausing to interact with you. That’s what this is about you get you get, you’re going to get out what you put it. So if you have questions put in the comments box, let’s keep this as interactive and lively as possible. Alright, so Josh, so I don’t have to look out for those. Are you going to like stop me and just give me the questions? Yep, I’ve got it right in front of me, I’ll interject as it makes sense, awesome sauce.

So what I’m going to do today is kind of go over a business improvement webinar. And we’ve switched things up a little bit, made it a little more fun, but it’s really the meat and potatoes of becoming profitable, and driving your business. So while you’re all saying, I need more calls, I’d venture to say, what are you doing with the damn calls you’re getting? So let’s take a look. So what we’re going to do today is we’re going to define what I call KT eyes. We’re going to learn which KT is you need to track how to track them and focus your training and how to boost your
revenue generation or your profitability with KT eyes. And also I’m going to show you some cool stuff about where to get some good training and what to do with them. All right. One of the big things is, you know, before we get started, I wish you would definitely turn off your phones stay focused, because, you know, I’m going to try and go through this not as quickly as possible, but as expediently as possible. And I don’t want you to miss anything. And please do stay to the end of the webinar, because I’m giving away some free stuff. Sound good, Josh? Sounds great.
I like free stuff, right? Yes. Alright. So what is a KTI? A KTI is nothing more than a key training indicator instead of a key performance indicator, which we derive them from.

It’s just a set of data that lets you track progress and analyse areas of weakness for training needs too many people, Josh, go, Oh, I don’t have enough calls my KPI my ROI is low. Okay, but they don’t actually look at their conversion rates or their average tickets. Well, how can you pay for good marketing if your average tickets only 150 200 bucks? What’s worse is what if your conversion rate is 60 or 50%. So then the owners look at that and they flip out. This technician sucks. Know the technician doesn’t suck. He needs more training. So we’ll show you how to analyse them a lot of the benefits but not all of them. KT eyes use group psychology. All right, it creates a team environment promotes education and growth instead of discipline and fear. The days of throwing wrenches at your texts are over You can dodge a wrench can dodge a ball.

Well, that is kind of true, but I think that too many times, owners kind of instil fear and they lead by fear instead of leading by clear cut expectations of what is needed and giving the technician a chance to self correct. So that is what KT is do for you. All right. Why would you track them? Well, they provide a visual representation of the performance of your team and you’ll see what I mean by that minute, gives you a simple data set, helping you to maximise ROI from training. Stop putting all the pressure on poor Josh. Guys, marketing can only do so much you have to do the rest marketing is not the silver bullet. It just so happens Josh is damn good at what he does. His team is phenomenal at what they do.
But guess what, it’s only part of the equation.

This will help you to plan in the underperforming areas of business. Instead of being more reactionary, you can be strategic with it.
It also helps create a team culture. A lot of people I’ve heard Well, let me just rephrase that, Josh. A lot of people have told me owners. Hey, I have some technicians who don’t like the numbers. They don’t like to see what’s going on? Of course not. Yeah. And I tell him fire him. I know I’m brutal. I say You know what? That’s a piece of shit to get rid of them.
It’s like watching a football game with no score. What’s the point? Yeah, what’s the point? Now I’m not saying all your texts have to be competitive and cutthroat because you don’t want them to be cutthroat. But you have to give them a clear cut guideline. This is what
We expect of youn not, Hey, your numbers were down, man, you got to bring in some more money. Great. I brought in 25,000 last month. Now I’m going to bring in 26 is that really bringing in more money.This will help you identify issues with your team before they become big problems. And some of the problems This is already helped identify in several companies that I’ve worked with his side jobs. Man owners act like they’ve never been hit by it. They sit there and they go, I can’t believe this guy did that. I would never expect that. And I go look at the numbers. It tells the storey. So these are very helpful. So here are some fundamental KPIs to track there are tonnes of them, but really for you to really boost your bottom line. Not not so much your top line to really get you going to create profitability. Okay, here are some of them.

CSR conversion rate should be at 85% technician conversion rate 75 to 80. I even know companies who are looking for 85%. And I think that’s a little stretchy, but okay, average ticket. Now there’s a wide swing here. This is on service. Okay. It should be between five and 800 depending on your trade,
whether it’s plumbing, electrical or a track, and maintenance programme ratios. Can a Josh can you ask? Well, let me ask, can you type in whether you have a maintenance programme or not just say yes or no. And Josh, can you kind of tell me like if there are more nose than yeses? Absolutely. And you don’t want to try and do guys I’m going to put up a poll real quick. This will be even better, like do maintenance plans. How you gonna put up a poll?

All right. So while Josh is doing that, here’s the here’s the deal EO maintenance plans if you’re ever First of all, I hope that when you decided to start your business,
Oh, I got the pole to hold up, this will be helpful. We can really see you guys have this because this is mission critical, right? I’m glad you, you’re incorporating this in today’s session. So here’s the thing, ladies and gentlemen.

You want to be profitable, but the day you started your business, did you actually set a profit plan? And better yet? Did you at any time say, hey, guess what?
I want to sell it someday. What’s your exit strategy?
The day you started your business, that’s the day you should have thought about your exit strategy. And if you haven’t, because Josh, you know the number one answer I get from my
Owners when I asked him their exit strategy that wants to know what it is, I’m a die in this chair and they’ll just drag me out
of the way that’s not an exit strategy people that said, okay, maintenance plans, enhance the scalability saleability of your business. Okay, so listen,
just remember, these are things you should be thinking about to help you be profitable.
It can I’m sure that can you guys see the answers to this poll in your in your on your end? I’d like to, I’d like to close the loop for you guys. So out of 36 that are on we have 20 that have said yes. They have a maintenance plan 76% 71% of voting, and then there are eight that don’t so like 30% dies, I think it’s probably a pretty fair distribution. Maybe last I mean, this is a pretty short group we have with us on the call
Um, maybe it’s more like 8020 like everything else right when I have it the other 80% don’t. Alright, cool. And for the 20% who don’t start looking into it, I implore you, please start looking into it. I don’t care and by the way, if and I’m not really good at
is accepting excuses. So when people say, Oh, well, I’m a new company, I’ll get to it. Yeah, if you get hit by a bus tomorrow, Done deal brother. So hey, Jeff, Jeff eager saying that he has a make a value plan, not a maintenance plan. Kind of the same thing. Right. Well, I don’t know. Jeff. Are you going out to visit them once or twice a year with that value plan? It you’re just calling it a value plan.
Glad to have you with us. By the way, Jeff. Really glad to have you on here. What up Jeff?
What he said
He says what’s up?
Alright, so maybe he’ll answer I’m Brian slow saying that the monthly plans have higher conversion for them than an annual plan. Well, that’s just the way he’s selling it. He’s selling it perpetually, as a monthly payment as opposed to a yearly. But the point is, you’re putting a fence around your client, and you’re making that that client more sellable. Right? So when people go to sell their business, okay. Everybody said, Oh, it’s 3.5 or 4%, profit minus 17. And all this other crap. truth of the matter is, if the business is dependent on the owner, that’s less valuable. And that means that if they say we have 10 we have 5000 customers in our database, I would say
can you service them once? Or do you go to them yearly? Because if you go to the merely there were something to me
Alright, hey real quick because I think this is important he saying, as a plumbing holding company maintenance plans aren’t quite as interesting as they aren’t HPC Oh contraire.
Let me ask you a question. Is that Jeff? Yep. Hey Jeff, how’s the water quality out by you?
How long does that water heater last?
There is so much value to a plumbing maintenance programme. It’s incredible.
Especially if you’re providing filters for water filtration or you’re doing flushes for their water heaters maintaining it. By the way, you can also extend the warranty and become a super value in your area. Plumbing, plumbing maintenance plans are slamming
the water quality is not too bad. We
Do all aspects in service and sales calls? Cool. I’m wearing you out. Jeff, come on.
I want to put another poll up, because now I’m just super, super curious on how many of you guys cracked the take rate? Because he’s saying you should be 25 to 40% of all of your service calls should take some type of maintenance plan, whether its annual or monthly, right? Let’s say again,
you’re saying on this 25 to 40% of all of your sales should result in someone taking a maintenance or you know, yes, yeah. So and the reason is 25% is normal operation. But if you’re in growth mode, or you are in sale mode, you better boost that up.
Yeah, so I guess, this year?
No, I didn’t see anything at you doing another poll.
I can just keep going. I don’t wanna I don’t wanna, I don’t want to wear Jeff out. Okay, so
Let’s take a look at a KTI board. It’s just like a KPI board. Some of you have these at your location. Okay, it may look a little different, but you’re tracking the calls ran the call. So conversion rate, average ticket maintenance plans. Some of you are tracking more callback rate reviews. Okay, those are KPIs that you turned into KT eyes I’m going to show you how. So here’s the thing, if you look at this board, now there’s a real board from from a client. And you know,
the funniest thing is notice is two top techs are and there’s a plumbing company.
I just got the pole up.
Sorry, keep going.
Guys. Alright, so these are his two top techs in reality.
But notice his top techs are not running them any calls. Some people would say because they take longer on the calls that
Not the case here. Because the owner thought that Brad and Jeff were his top techs because they were the oldest, most experienced technicians at his company. And he wasn’t tracking KPIs or KPIs at all. He wasn’t. But when I got them to do this, that’s pretty eye opening. The guys they’re sending the most calls to their experience techs. Were their lowest producers. I mean, Jeff is a waste product.
But the Jeff on Yeah. Jeff Hager, Jeff. Hey, Jeff Hager is an awesome dude. But this technician
so
you have to you know, here is some simple things. If you don’t have a KTI board up, put one up and make sure that your technicians can see it. I love them in the training room. Okay. You definitely should be updating it every week. If not every
Every day
and you’re texting CSR should understand and track their own KPIs. Oh, yeah, CSR should do this too.
I’m a firm believer that if you have a service manager or an office manager, they work together. They’re the ones who do the board. Okay? They’re the ones who are held accountable for this stuff.
analyse training coach on areas of weakness, analyse praise and train underperformers. So the saying is that which is tracked gets worked on. The squeaky oil gets the wheel Yes, though. All right at 20 rule, you can go there. But here’s here’s how it works. So we’re going to this is a CSR board. We’re going to show you both but I’m going to show you if your CSRS are reaching their maps and a map is a minimum acceptable performance standard. And hopefully you all have them
If you’re not reaching your maps on the booking efficiency,
you have to develop clear call by call expectations for your co stars period.
You got to review calls for script adjustments begin outrebounding going through your maintenance calls. All right, these are analytics that will help you
if your calls by department and hopefully you’re breaking it down by department, because this is how you can kind of start tracking your, your marketing and seeing if that’s working.
You have to establish and educate clear expectations. Review the recorded calls for correctable miss opportunities and address your targeting and marketing campaigns with your dispatch team and make sure you’re conveying this, what you’re seeing on your end to your marketing team.
All right CSRS
Here’s a deal.
If you see us are not converting calls, you better review those calls. You might have to improve or edit your scripting. All right? You have to do call by call coaching. It’s like a ride along and run CSR training. Your CSR is one of the most important lines of defence or offence in your company. They’re the first line that the customer gets. Okay. Why is it companies spend so much money Josh, training their technicians.
But not that much money if any
training there CSR? Why? No idea. So wonder, it is a wonder and what happens Josh? When their CSR is it converting at a low rate? Who gets blamed for that? The marketing company, always, always always you love those calls, don’t you Josh? Huh? No.
So now we’re going to take a look at a technician can
TI boy.
Okay, if they’re not reaching their maps,
okay?
If you have a conversion rate problem, okay, they’re not creating a relationship with the customer. They’re not asking good relationship building questions. And they’re not educating the customer or giving them value.
Sometimes it’s as simple as they just don’t ask for the order, they’ll say, I’ll leave the estimate for you and give us a call. I mean, I’ve heard that tonnes of times. But I believe that if it’s a low conversion rate, the biggest offender is the customer doesn’t like or trust them.
So you can train on that. If you have an average ticket problem, chances are they’re not doing full system inspections. They’re not giving solution based options. I’m sorry people. If you’re still doing good, better, best. Please stop selling cars and start selling Home Services. Okay. Sometimes
This low ticket average is because your technicians
do not believe in or understand the price.
They’re lacking in confidence in their ability. We see this a lot of new techs and again, no trust, no trust
another poll, okay, I’m getting rid of that. Alright. So Josh, it’s okay. If I just x out of the poll, it doesn’t dance just running, it’s running in the background so we can get
I cool. So if you got a low conversion rate on your maintenance plans, 9.9 times out of 10 the texts don’t believe or understand the programme being offered. And you can always tell this, ask any of your texts,
what the number one value to the customer is of a maintenance plan. And if they say the discount, they have no clue what it’s all about. Okay?
Tech doesn’t understand the benefits. And they also don’t know how to explain the value of it you how, oh, gosh, I mean, shoot, we can’t run another poll will have 10 bazillion polls. But I’d be, I’d be interested to know how many companies that have maintenance or value plans, whatever you want to call it. How many of them do consistent ongoing training for those plans, not only offering it to the customer, but also running that call because that is a different kind of service call. I’d be interested. So if anybody wants to type in and let Josh know, and maybe he can know more polls don’t know more polls. I just like to extrapolate a storey on that. We’ve been working a lot on lead conversions, like like marketing strategies to help convert more of leads into sales. And I was talking with a consultant friend of mine that has, like knows nothing about plumbing, but he said he brought a plumber into his house. They came out they did an inspection
The guy basically, the bottom line was he told the tech, isn’t there some way that you know, I can pay you guys if be to come out every couple of months or every, you know, periodically to check my stuff, make sure it works. And the guy literally, this is what the technician said to him. He said, yeah, we have that, but you probably to want it, you know, it’s just kind of a waste of money.
And I would think, you know, your technicians if they haven’t been trained, and if this isn’t being tracked, that’s the that’s the way they feel about it. Like, they really need to be trained on it, they need to understand the value of it, they need to believe it, and they need to be like, inspected, like, are they really presenting it? Are they presenting it in the right way? Because if not, that’s either they’re not mentioning it, or they’re like very much like, Oh, I don’t know why no one would even do that. So Josh, one of the units, you know, I was in charge of we had five texts there at the time. And you know, I was having a hard time getting them to relay the value and feel the value and I finally said, Guys, what is it about maintenance plan?
Hands you don’t like and all of them all five said they’re a waste of money and you’re just trying to sell something. I said, Okay.
I said, here’s what we’re going to do on Friday. Each one of you is going to go to another one’s house and perform a maintenance inspection. And on Monday, I’d like to see what you come up with. Five plumbers come back ripping each other new but holes, because one guy said, You’re a plumber, dude, your wife open the kitchen sink to let me look under there. And there were two buckets, fill with water, fix the beat rap. It’s amazing how people will live that way, including plumbers, all right.
If you have a maintenance plan, the biggest benefit to a homeowner is peace of mind.
It is peace of mind and to know and I’m from New York, so I’m going to say it this way. I got a guy
You know, you got a guy, you’re their guy.
They’re not going anywhere else, they become a client. They’re no longer a customer. They’re more loyal. Right? And they feel special, the value programme that Jeff talks about. So anyway, what is all this means? So what bunch of numbers bunch of crap. Ah, who cares? Well, I’ll tell you what I analysed all this and figure it out. If you laser focus your training, you’re going to see revenue and profit growth. And I’m going to show you how right now.
So we’re going to take a look, simple changes make big impacts. My boy LFA Okay. LFA like most of you getting too old for this shit.
Well, this is a fictitious company, it’s boss dog plumbing. Now, let’s say they have 240 calls coming in a month, but their CSRS are only converting at 60%
That means they’re only going to run 144 leads. And now their technicians, these texts suck. They’re only converting at 50%. That means out of 144 leads ran.
Only 72 of them are getting sold. And what’s worse is they only have an average ticket of $350 here’s the thing. Listen, for those of you don’t know me, I’m going to tell you this. I’m a no bullshit kind of guy. I am an autistic son. He’s 23 years old. I cherish him dearly. Okay. He will live with me till the day I die. He still believes in Santa Claus.
We know that shit ain’t real. numbers don’t lie, my friends. Your feelings do. Josh has anybody ever said if you if you ever said to them, well, you know how do you know your conversion rate so good. And they say I sit right outside my office is right next to the girls. I hear the
On the phone they do great. You ever hear that? Josh? My hear it.
So Josh won’t say what I’ll say.
When I hear that I say, Great. start calculating, buddy, because you’re going to be sadly mistaken.
This is what we see. And this is why you get frustrated and you go, how is there no money? We’re running all these calls. The phone is always ringing. No, it’s it’s always ringing, but you’re not always booking it. And yeah, you’re running a lot of calls, but either you’re not selling them, or their low ticket. And for those of you out there, I would like you to type in a yes, if you’ve had this scenario. Your technician says that customer was crazy. That customer didn’t have any money.
They thought the price was too high. I’ll bet you you’re all going to say yes. Because your techniques
technicians always go to price. That’s always the reason. But guess what? 9.9 times out of 10 it’s never the reason. So a couple of yeses wine and by the way, Ron David says yes. James says yes. Yeah, I know it I got, you know, it’s a it’s really a rhetorical question.
Okay, so let’s see what we do about this.
What if you just took a little time and worked with your CSRS
and you boosted their conversion ratio. Let’s say you got them the 85%. Let’s look at the difference it would make to you
240 calls, nothing has changed. Josh and his team did a great job. They’re consistent. They’re getting you these calls. But now you’re, you’re actually booking more. So instead of 144, you booking 200
You’re in for, but guess what? Your texts, they still suck when they still come back and go. She was crazy. Yeah, it was too expensive.
But even though they’re doing that you’re now selling 102 of those at 350, which we know sucks. But now you’re at $34,000.
Okay, it’s another 10 five in your business.
Now what if you work with your texts, and you actually analyse and work with relationship building? Okay, because they have low conversion rates and you knew that.
Guess what? Same 240 calls. Look, your CSRS are banging it out. They’re awesome sauce, they’re doing their thing. So you’re still getting 204 calls. But now your techs are building good relationships and adding more value. So they’re actually converting or selling more calls.
They’re at 75%. So instead of 72, you’re actually getting 153 sales, man, but they’re still at 350. Doesn’t matter. It’s $53,000. You doubled what you started with. Oh, and by the way, that money that you doubled, because you’re optimising your current assets, you’re not adding, guess what? That goes to your profitability, my friends.
Now, you train them better. And you go over solution based options, and you work with them. And they actually perform again 85% conversion rate, you’re working with your CSRS consistently, they’re doing their thing, man, your texts are starting to understand building a relationship. Now they’re doing pretty inspections and safety inspections, and they’re giving more value at the end of the call. Instead of
Giving a price for a broke fix. They’re giving them solutions. So instead of one price by the way, when you give one price, guess what you have to do, you have to sell, you actually have to prove the features and benefits. Okay? But when you give them multiple options, and they are solution based options, these are solutions to your problems. Not good, better, best, good, better, best as car salesman shit that goes back to try and prove the features and the benefits.
The wrapping your average ticket. Now you go to 650. You went from $25,000 a month to $99,000 a month and by the way, this isn’t rocket science. It’s simple math. Okay, and it just takes training, analyse what they need, and train them for their needs.
Now I get a little passionate about this.
Already Josh, you know, he kept with this. But the funny thing is, I have seen these changes.
I have actually implemented these changes myself, in a business. And with others. This is not a joke. This is not fallacy.
This is reality. And if you’re not doing it, if you don’t have the head to go, I gotta do something different. And you don’t see the numbers.
You might just want to close shop and go get a job somewhere. Really. I mean, I don’t mean to be
that guy, but that’s the truth. So
what are you going to do with that money, right?
LFA is living large. He generated some extra cash. He’s going to build a new dog house. But let me be serious with you. What would you do with an extra five
15 k a month, actually 25 K, some of you Look, Mr. Miller there, Brian, he’s like, he 50 k a month per truck, or just total, he would love it. And he’s a fairly large company.
All you have to do is look at your numbers.
Look at your numbers.
You know, Brian Sloane, I know for a fact, on this call, you’re one of the most numbers driven people I’ve ever met, and I love you for it. And I bet you and if you want as Mr. Sloane, you can ask him because he’ll tell you. numbers will drive your business and that’s why they’re so successful.
Okay, they don’t let their feelings get involved. Now.
You finish out the year you’re doing better. You know, you take your company from a smaller company to a larger company and then you replicate it.
You start replicating those trucks. Unfortunately, in this industry, I have just recently heard that people are satisfied with a truck that does 300,000.
I’m not, I know it can be better.
But even if it is doing 300,000, what’s the profitability on it? You also have to know your material costs in your labour costs. We’ll get to that later.
All right. Are there any questions at this point? Any questions, Josh. Let’s see.
Malia, Tipton, and forgive me if I pronounce it wrong, because I missed the first part. This one come with a print off that coordinates with this topic. I’m not quite sure what you mean. Really, I apologise. Post a follow up question in there. If you guys have questions posted in the comments, and we’ll definitely try our best to answer them. But keep keep going, Joe and I’ll interrupt you if there’s others.
So I see two questions here. We have a membership plan. This is from James, we have a membership plan for discounts. Why? We do not go out to customers house unless they call for service. We are a plumbing company.
I don’t get that.
But I think maybe he was just addressing the Do you have a maintenance plan? Question? Oh, well, you should go out whether they call you or not, you should go out to maintain their system, because it gets you back in the house.
Why low average sales ticket? Well, that’s a national average. Ours are averaging 900 over the month, Brian, that’s awesome sauce.
Brian, if you could also tell me what your conversion rate is. And are you getting that off of service Titan? Because sometimes service times a little wonky, but
so I’d like to know what your conversion rates are. Because I look some of our members have 1600
Dollar average tickets. Unfortunately, the conversion rates are at 68%.
Will this session be available to show my partner?
Jeremy, I’m recording it, so I’ll make sure to send this out after the fact. Alright. Alright, so I want to close the loop on a couple of these polls if that’s right with you, Joe. Yeah, yeah, let’s do it. I think it kind of lends to opportunity. So the one question was, do you guys track CSR conversion rate technician close rate average ticket 55% said no. And that that to me means you get a massive opportunity in your business to really make a lot more money because what gets measured gets done, what you inspect today, respect. And the other thing is, not only does what you measure get done, it always improves. So I’m glad to see that there’s there’s lots of opportunity on the call. And for those of you that are tracking, you know, it just helps you really, really rethink like, Am I tracking at the level that I that I should so that’s the result on that one.
There was another one here, I thought was kind of interesting. And this is probably more insightful. How many of you are tracking your maintenance? Take rate. So how many track of all your service calls? How many of them take the maintenance plan 86% of you said you don’t track that at all. So you’re leaving money on the table in the area that’s actually going to build the most wealth within your company, those maintenance plan, really are the wealth of your company. Would you agree, Joe?
Repeat that slowly.
The maintenance plans that you have in place are the wealth of your company. Because those are the customers that are going to use you again, if you want to sell, that’s what they’re going to look at for the valuation of your company that makes you a valuable asset, as opposed to just a just an entity. And there Yes, that is correct. And then we’re also the low hanging fruit. Yes. So go ahead joke. We’ve already covered the polls. Thank you guys for your feedback on this. Okay, so what I’m going to do now is kind of introduce you to
To our team, and show you what we do, and kind of give you our value proposition. So, first private group is made up of some industry people, some non industry people, we have owners coaches, we, we anytime we need marketing help, we go straight to the expert, which is Josh.
So we take extreme great pride in being able to deliver any solution to any challenge a company might be facing, and we’ve proven that over the last two years, and we are only two years old. I am Joe Grady. I’m the self proclaimed director of awesomeness.
I started working the industry many years ago at clockwork Home Services. I then I went into private consulting and travelling and I stopped doing that and went to work for a centre and became an operations director for fairly large company that had three locations and I
Love training and consulting. I love getting out in the field. For those of you who are on our Facebook page,
please and anybody can go to the service profit group Facebook page and ask to join we’d love to have you. You’ll see a lot of our on sites are on there we just we love going. That’s part of our value is we actually come to you
my partner so when I was young, my father always said to me that well thank you very much Jeff. My my
my father always said to me, just you got me flustered. I think I’m blushing.
Find people to work for you or to be in business with you who are smarter than you. Okay. I gotta tell you something. My partner’s one of the smartest guys I know. And he has helped us drive this to grow and we are meeting in
exceeding all of our goals and bringing on new people. It’s been incredible. And he is so phenomenal with implementation of systems and operations, that our members are like, loving life on him as well, which is great. We then hired a young guy by the name of Drew, Drew Melman, and I joke with him a lot. I think he’s on here, but he’s actually one of the smartest kids I know, I call him a kid because I’m old. But he, you know, he’s been in solar, he had a plumbing company. And, you know, his passion for helping our members exceeds mine, sometimes, he just gets so involved with it and really helps them with their back office operations, getting things streamlined and straightened out and making sure they have processes and procedures to move on to. So we then brought on Allison, who quite frankly
I used to work for a company and she helped. She was a CSR, then dispatch and CSR, then office manager, and then she became their service manager. And it was amazing to watch her because I kind of saw that change. And, you know, she helped grow that company. It was a very small company, but she helped get them over the million dollar hump and get them started to that new path. And she works with our members on, you know, our CSR training, our dispatch training. And she also helps with the back office development, which is phenomenal.
recently, in the last couple of months, we hired Darren George, so Darren, and I have kind of cross paths in weird ways in this industry. And he has been in HPC tech. He’s plumber. He’s done electrical. He has been a service manager, operations manager. And when we find him, he was just like, you know what, I want to
Help people like that’s Darren’s driving force. He wants to help people. So we were so lucky to get him on board and he is kicking ass with our members. And you know, just phenomenal, great on site guy.
But we don’t know everything. We really don’t. So we rely on what I call owners coaches. These are people that I have developed very close relationships. And I’ve coached and trained their tax
through the years, but they are what I consider to be successful not because of the money they make, because of the money they keep. Okay. These are three guys. Ron Williams on to Ben Franklin. Mario owns Express electric and Jamie Wilkie. He owns a plumbing and HVAC company. It’s easier and plumbing and he’s just I don’t think Jamie’s ever been to his office in the last nine months. He’s been out there.
playing golf.
These people are phenomenal, phenomenal people. They’ve been in the trades for many years. And you know what?
Because of them, we have been more successful.
So and everybody knows Josh Look, same picture, same picture. Josh is one of the you like that, Josh.
Good shot. Josh, you want to tell them about yourself? No, I’ll let you do it coming from you. So, Josh and I have known each other for a few years. And he is one of No, no, he is he is probably the smartest person I know when it comes to marketing and and PPC and just the whole SEO and he blows my mind with stuff.
And I’m very lucky because I kind of have him on speed dial he doesn’t always answer though. Josh does not always
Answer.
Okay.
I love you, Josh. We also work with Kathy Nielsen. Some of you may know her, but she’s a system specialist. She is somebody who knows success were super duper at service Titan, lot of software packages, QuickBooks, she helps us help members who need help with their systems, their QuickBooks, their service, Titan, all that good stuff.
We also have a CPA that we work with, and he’s a pianist. Basically, he’s been in the industry. So he understands a p&l from a contractors point of view. A lot of you guys your p&l is are jacked up. And the reason is because you let your accountant set him up. And the truth of the I gotta tell you, man, the truth of the matter is, you let an accountant set up your stuff. Oh, man, all he’s trying to do is save you money on taxes, which is good, but he doesn’t help you see the real deal so you can steer the ship because numbers
steer your ship. Hi, here’s what we do. Here are some of our tools and resources. We have CSR and technician training boards, training calendars. We have an entire online member portal with a library of incredible credible forms, checklist calculators, and Betty Ed videos to show you how to run service calls, how to manage.
We do have reusable KTI boards all of our members use these we have digital copies as well so that they can track everything that they’re doing.
Training challengers How many of you actually have a training calendar? I mean, a real one that you takes can see
all right, I know more polls, Josh, no more polls. Okay.
So, our training is online, but live webinars are the main thing and the on sites. Okay, the online
is sort of the after fact, it’s like you know, a refresher. We are very hands on. We’re all about accountability and engagement. We meet with our owners pretty much once a week. We meet with the service managers of those companies once a week and training. The CSR is once a week, every single week we are keeping our members accountable, and we’re reporting and analysing all of their KPIs
are like having a board of directors we believe that’s which gets tracked gets worked on.
So our online training platform works with CSRS technicians, little bit of marketing, we’re not big on the marketing online. We let Josh handle all that. management and leadership.
This our in our library is for the whole team. It’s literally we have owner manager and CSR live webinars.
Training. Okay, we do it on zoom just like this weekly live webinars every week.
We believe that to increase the profitability of our team members and by the way, we don’t have clients. We don’t have customers. Everybody that is a part of SPG is a team member. It’s a network. So our team members, we want them to be more profitable through engagement and accountability. And it works.
We believe Oh, there it is. Look, my favourite saying look, look, look. Volume is vanity and profit is sanity.
Alright.
I have a question. And if you could type this in answer any of these, okay. What would you do if you could increase your revenue, type it in? What would you do if you can increase your revenue? What would you do with that money?
What would you do if you could attract and retain more quality employees
Would you just build the company make more money? What would you do?
How would you handle having more time and freedom? By the way? I don’t give a shit what anybody says money equals time and freedom. Okay, that’s just the way it is. Alright.
Biggest one? What if you didn’t have to micromanage the day that day?
Oh my god, didn’t that drive you nuts? They call you all the time.
big one. What if you could dramatically I’m not talking about pennies, dramatically increase your profit margin. By the way. Josh, this year member last year we did the State of the Union. And we had just just a little over $70 million in combined revenue through our membership, and we had an increase of an average of 7% net profit and all of an average aggregate net profit of 14%. Wow, that’s really good. Now
was last year, guess what we’re at right now for net profit through through the group. What is it? 22% across all your members? Well, it’s an average 36 numbers. That’s phenomenal. Yeah. Oh yeah, it’s big. They’ve been busting their ass. They have been working hard, and actually watching everything. And folks, I’m gonna tell you right now, this is not a silver bullet. marketing’s not a silver bullet. You don’t call Josh and go, Hey, I need more calls. And then he gets you more calls and all of a sudden the silver bullet you’re rich doesn’t work that way. You don’t call up, you know, Joe gradient service profit group or, or, or any of the other groups and go, Hey, I need a system put in place and that’s going to be the magic bullet doesn’t work that way, folks.
You have to work on it.
Biggest thing is once you have a team of consultants on hand, Hey, I got a guy
that you can rely on.
They’re there for you. 24 seven,
how much would that be worth worth to you? dollars and cents. I just want to get an idea of what you think having a team of consultants
to help you increase your profit margin would be worth Can you type it in there?
posted in the comments, ladies and gentlemen, come on dollars and cents, folks. It’s simple $2 $5 $20 $100
I’m really curious.
Ron Davis says 100 grand.
Holy cow. I like you, Ron Davis.
Marvellous, which I can’t see it. That’s the real name says this is exactly what’s happened to me and what I need.
I’m awesome. He’s marvellous.
Alright, keep pressing forward. So, listen, here’s the deal. Today, I don’t think you could put a price on it so much. You know what? For some people, you’re right here it actually, we have some members who were not in good shape. They so here’s the funny thing. They had like three and $5 million companies, but they were broke. How does that happen? Well, there is a difference between profits and cash flow.
All right, and you must understand you need both. You cannot have just one or the other.
Well, anyway,
listen, let’s see how long we’ve been on this thing here.
We’re almost going on 55 minutes. Okay. You guys have invested an hour and I gotta tell you, as owners of companies, your time is super valuable. I don’t know if you’ve ever thought about how valuable it is.
But I know it’s valuable. And Josh, his time is valuable. And I appreciate so much Josh, you giving us this opportunity? Absolutely. Thanks for coming on and anytime, but because you stayed for the whole presentation,
I’d like to give you something. And because you’re a friend of Josh Nelson, plumber, SEO,
we’re going to give you one month of our management level membership, and the entire month of membership. Okay.
It’s going to include a technician KTI board one of those dry erase poster boards.
Exclusive invitations to our owners roundtable accountability and strategy sessions
are operational excellence, live webinars, and a complete month of access to our online portal. Plus, you will have access to all of our coaches. Okay.
Offer only $159
That’s it.
That’s it, hundred and $59. And here’s the deal. It’s about an $879 value for 159 bucks.
And if you take advantage of this today
we’re going to throw in a deep dive company performance evaluation. That’s where we go over and analyse what your company is currently doing. We look at the 18 points of scale and where the problems are. And we also show you what revenue you’ve you’re leaving on the table and how to make it up. But biggest is we’re going to find out if your price right, we’re going to do a bundle review. We are because one of the biggest mistakes Josh these companies make is not being priced right Josh, have you ever had a company that hires you and they’re only doing
literally like $200
gets.
It’s happened in the past? Yeah.
Okay.
And what do you do with them? It’s very hard because there’s not enough money to be profitable. They’re not thinking correctly. Sarah, Sarah Kennedy, it’s a one time fee. That’s it. It’s $159. One time we work with you for a month. But don’t think by the end of the month, we’re not going to evaluate whether you’d be a good fit for one of our other programmes. And it’s a high five, No, it isn’t, or we give you several options to work with. See, I’m very upfront Listen, there’s no doubt that we would like to grow our membership. But we only do it with people who are willing to do the work. So for $159, you’re going to get crazy value. You’re going to get great information. You’re going to be able to take the things we teach you and put them into play in your business right away. But we’re also going to find out if you’d be a good person.
Need to work with us.
If you’re looking for the silver bullet will know in that month and quite truthfully we don’t we don’t deal with that.
Okay, did and this alone is $500 So, if you enrol now you can start implementing profit producing changes today. No, Josh, I would like to somehow put though I think it’s Can I put the Where to go? Yeah, if you type if you put the link there, we can put it in, in chat and then people can get to it. Okay, so you can put it in chat? Yeah.
Isn’t your main website is that when they go? Yeah, just go to the service profit group and you’ll see KTI special right there.
Yep, that’s it.
And all you have to do is sign up.
You’ll get started
and boom and for and listen for 100 and
$59 people I’m going to tell you right now, it’s a no brainer. It really is.
Okay, so
let’s see what we got here.
Did you stop my sharing? Didn’t? Okay. So I want to thank you for your time and for attending. That means a great deal to me. If you have any questions, I am more than happy to answer them for you. I’m going to stop sharing. How’s that? Good stuff. Thanks, man. And so guys, you have the link there in the chat. Whether you decide to do this or not, and I definitely think you should. Hopefully, this was just something to bring back to your attention the importance of tracking, right you have to track the conversion rate from the phone call to the appointment, right? Otherwise, you can have 50 100 500 leads a month. But if you’re not converting at the right ratios, your your marketing is not going to monetize your businesses, you’re going to grow the way that it should
tracking how efficiently your texts are converting in the field, right. And I bring this up because I see so many of our clients, we generate lots and lots of calls. But there’s a massive drop off in the conversion rates. And I’ve seen the people that work with Jill that just start to track this, and then start to measure it, and then start to work on tightening up the training. See a massive shift in the conversion rate of our leads the profitability of their business, and so 459 bucks, Joe is going to give you all the tools resources as if you were one of us full paying clients. I really think he’s made it a no brainer opportunity for you.
Yeah, I mean, look, we like, here’s the funny thing. You know, one, we’re not a good fit for everyone. I know that I made the comment. I’m a bit of an HR nightmare. I Oh, by the way, Josh, do I get a pat on the back? Come on.
pretty clean. No dirty jokes. No, not not too many bad words. A couple
I give you all I gave you a PG 13 rating for today’s session. Thank you very much. I’m trying. I’m trying.
But yeah, I mean, it’s not only about tracking at Josh, because once you track it, you must know what to do with that information. True, right? It’s like, Okay, I got this great tracking. There are so many people on here that flock to service time because of their dashboard and all those numerical tracking numbers, right? What do you do with it?
What are you doing with it? We’re going to show you how to analyse it, how to break it down and turn it into a training meet. Key training indicator. Yeah, and that way, when you see the trends, you’ll know what to train on.
Yeah, it’s a great point, because I think some of the pushback I hear sometimes is, well, I already have service Titan. So I’ve got this already kind of flowing in. And I would say to that, and this is just from now seeing a lot of our members implement this. There’s power in having something physically up
A board that’s handwritten, that has to be seen every single day by everybody that comes into the office, it brings it to light, because it’s when it sits on an Excel spreadsheet or when it sits on a software. Yeah, you can pull that data, but only you’re seeing it, you’re probably not paying much attention to it. And certainly the texts, and the rest of the team have no idea what that data means. So I would say that on that front. And then the other thing is, I mean, if I had to look at nine out of 10 of our clients that are on service Titan, the lion’s share of them are very confused. Like, their their scorecard doesn’t flowing correctly, they’re not able to make intelligent decisions on it. And so having someone like Joe that can help you interpret the data, right, where’s the problem? Where’s the disconnect, and then develop training around Okay, here’s a massive problem. Let’s solve for that. Right? You know, that just having the information and tracking it is step one, and it’s a massive step in the right direction. But you’re right Joe like knowing what to do and how to solve for it is is the
Quantum step, yes.
And the constant improvement and iteration. It’s not a one time training and walk away. You have to be constantly training, tracking, improving iterating. Otherwise things will trend in a negative direction. So Sarah says it might make a bigger impact on the text to see it, I think, well, so does Sarah. Actually, it’s not an impact on them. What it does, it gives them clarity. Because chances are when you hire them, you didn’t tell them, you have to maintain the 75% conversion rate, and the 650 average ticket in order to hit your maps. Well, once they know that they’re more likely to shoot for it.
Having a target. So here’s the deal, Sarah, to your point, by not showing them this. It’s like letting them just shoot out against the wall and then run up and paint the target and go oh, I hit it.
Instead of giving them the target, letting them shoot for it, and look, I rather you shoot high and miss them shoot low and hit it for sure.
No doubt, Ron says when you show the guys now they’re all in a competition against each other for the highest conversion rate for the highest ticket. So that happens with a competitive team. And a lot of people get worried about that. But run, you’re right. giving good healthy, solid competition is phenomenal for them. And it helps helps the lower guys bring themselves up water seeks its own level. So if you have guys up there, these guys are gonna try and rise to the top.
No doubt. Yeah, he’s saying it’s fun is that healthy competition within the business for sure. So I’m not going to be more bit about this. And I’m not going to curse. But the company I just came from, had two texts who were competing against
each other. And one of them would always say to the other, hey, hey, look at the board. I’m up here, and you’re down here. And the next day they would, it would be reversed. It just so happens to tech who used to say that passed away last week?
Okay. And the tech who he said it to at his funeral, said, You’re right, buddy, you are up here. And I am down here.
And I know that’s kind of sad, but that’s the kind of camaraderie and competition it creates. healthy, strong, good friendship kind of a bond that that did it for them. who really did.
So Sarah, you think of six Sarah what trade EUNHVAC and you’re telling me that a six fit well, you’re joking on the service call correct Sarah so
Is that what you’re asking?
Yeah, okay. Yeah. So for you a combined average should be about 850. But as far as a service ticket,
kinda depending on where you are in the country, you should be looking at 455 Yeah, he’s saying if you include instals it should average it about a 50. If you’re just looking at service tickets, it wouldn’t be enough. And, and Sarah, I don’t know, but you might be underpriced and and, you know, sometimes people start companies, and they look to the left, and they look to the right and they go, this guy charges this much, and this gal charges this much. I’m going to charge in the middle with no rhyme or reason. You have to be priced to what you need to make to run your business. And
everybody is different. Everybody is different.
So I don’t know say
I would love for you to sign up for this and let us work with you and we’ll find out if even price right?
Yep.
So here’s what I want you guys to do. Now I want you guys to go click the link the service profit group com slash technician dash KPI dash toolkit. Now $159 you’re going to get a tremendous value with the with the KPI board with the hands on support from Joe and that entire team of experts.
I really think you have anything to lose and everything to gain with that. So Josh, I would do I would do it. Josh. I’m gonna I’m going to type one thing in here. Here’s something that only I do. lease. I’m pretty sure only I do.
I am putting in my cell phone number.
If any of you have any questions, call me. Said Simple. That’s my cell phone number.
I would say that’s one that’s one thing that really separates you from just about any other coach consultant that I’ve dealt with. I’ve personally seen where Joe will stop everything he’s doing and answer the phone from a member that has a question. I don’t stop Okay, let’s say I don’t stop everything I’m doing I stopped important meetings to be only I got an important call. I grabbed you by important meeting. You mean lunch with you? That’s pretty Hey, listen.
pretty important stuff. I missed those lunches.
I yeah. So you’re absolutely more than welcome to give me a call. And if I can answer it, you’ll you can either leave a message or text me and I promise you, I will get back to
where do I start? I use fresh books, but that’s it. So I don’t even know what fresh books is. Is that like a bastardised QuickBooks? Fresh books is like
invoice collection service. You do commercial work marvellous.
Yeah, that’s more of a commercial point. Oh, is it? I don’t know. It just to make it clear, I don’t work with commercial. I only deal with residential. I don’t believe there’s much money in commercial. You know, new construction. Have fun with that. I just know there’s tremendous money in residential. And there’s no reason that everybody you know, some but I’m residential. Yeah, you know, marvellous. Go on the website. Check it out. Sign up. Let’s let’s get a webinar going. Let’s get you on a zoom.
I will put my number up there. Oh, Josh, you back. I got your back. Number. Save it. text him call him every night. who’s who’s in your office right now? Josh? I can tell there’s somebody in there trying to get through. Is it Christian? No, no, there’s nobody in here. I’m just looking. I have like three windows open on my I keep looking this way. Gotcha.
I’m, I Hey, you got Oh, you’re not going you guys are going to
Service world, right? Our team is Yeah, awesome sauce. awesome sauce.
All right. Well, Joe, thank you very much for taking the time for sharing these cool insights. I get very much when he gets on today’s session.
Volume is vanity profit is sanity. Remember that granted into your mind? Like that’s why we do this business is to make money and and be profitable. And that’s what both of us really want for you. So thanks for taking the time out of your busy schedule schedule to join us on this. Go ahead just can we can we do can we do an awesome sauce peace out Facebook.
Come on Earth. What do you want to say? awesome sauce in unison. We’ll do 123 awesome sauce. Peace out. Okay. 123 awesome sauce.
Oh, Josh. I love you.