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Callahan’s Corner: How do you handle owner burnout

Video Transcript

00:02
Welcome back to Callahan’s Corners where you ask the

00:05
questions. We have some live right here on Facebook. Well,

00:08
got a really good question. Was answered or asked in a Facebook

00:11
group about owner or business owner burnout. Um so, I’m going

00:15
to open up my phone here and actually read the question. So,

00:19
um it was it a uh contractor’s group. So, this is applicable

00:23
to any service business but the the question itself kind of hit

00:26
home because I’ve been here several times. Uh so, how do

00:28
you deal with burnout? I’m finding it harder and harder to

00:31
get out of bed each and get to work Coming off the winter

00:34
season. I’m always excited and ready to work but by July,

00:37
that’s all gone. I’d start, I’ve still got another 3 months

00:41
of mowing to do. So, it’s interesting. Um Anthony here

00:45
made a comment and I don’t disagree with Anthony’s comment

00:48
but I’m going to kind of give you the four maybe five things

00:51
that I recommend to avoid owner burnout and how to actually go

00:55
in and get over this hump. Um so after scaling two seven

00:59
figure businesses, trust me, I’ve been here more than a few

01:02
times. Um so, there’s certain things that I’ve learned on my

01:05
own as well as having mentors and going and doing some

01:08
research. I’m going to break this down for you but uh

01:10
Anthony’s response, I I guess I don’t totally disagree with

01:13
this. He says, it’s because you’re stagnant in your comfort

01:16
zone. Do something crazy like expand your company to a point

01:19
where you can work on the business instead of work in it.

01:21
Well, uh II think before you go to expand that business when

01:27
you’re burned out, that’s not going to be the ultimate

01:29
answer. Because I’ve done that. We’ve gone out and we’ve gone

01:32
out and grown by fifty or 100% um year after year and simple

01:36
growth and just doing that isn’t going to stop the

01:40
burnout. Actually, sometimes that will accelerate the

01:42
burnout um especially if you don’t have the right key people

01:45
on your team or processes or systems. So, the first thing

01:49
I’m looking at here is building a team. We need to build a team

01:53
to delegate. So, I don’t know Um if John’s question here, if

01:57
he is an owner operator, if he has a team a small team but I

02:02
guess it really doesn’t matter where you’re at. If you’re a

02:05
solo entrepreneur or a company that owns multi-million burnout

02:09
for the owner is a real thing. So, the first thing I’m going

02:12
to think about is building a team. Now, if you’re a solo

02:16
entrepreneur in the field, doing everything you may think

02:17
about, well, Mike, how would I build a team? Well, if you’re

02:21
not building an internal team that you are utilizing a field,

02:24
we’re in the office, I’m going to recommend building a team of

02:28
virtual assistants. So, going in and getting a bunch of

02:31
people to take some of the things off your plate that you

02:33
just are going to cause burnout or you’ll never get to if

02:35
you’re burned out. So, that would be handling a virtual

02:39
assistant like a pink collars or hiring a CPA, and a

02:42
financial accountant to make sure that these certain things

02:45
are being taken care of. The the bill, the scheduling, Um so

02:49
on a high level, that’s what we’re talking about. Building a

02:51
team that can support you but really that’s not going to help

02:53
the burnout. So, what I’m going to recommend is for simple

02:57
things that you can do immediately to Alleviate

03:00
owner’s burnout. The first one is going in and literally

03:03
blocking out your schedule. So, if you are not using G Suite

03:06
for business, I recommend getting G Suite for business.

03:09
It’s going to be able to get you a web-based domain Email.

03:11
So, Mike at Simple Growth Systems.com um but it’s going

03:15
to give you better email deliverability but what also G

03:18
Suite for Business is going to do is get you access to AG

03:23
Suite calendar. So, whether you have one person on your team

03:25
just being you or 100 people on your team, you can have access

03:29
to these calendars of your team members but what I’m going to

03:32
recommend just for today’s talk is blocking out certain things

03:35
in your day throughout the week that are for you. So, you may

03:39
block out time to get your **** done. You may be blocking out

03:42
time for equipment maintenance. You may be blocking out time to

03:45
go over your financials. Whatever those things are but

03:48
within those blocks, we need to block out time for you to

03:52
either work or relax or reset and we also need to block in

03:56
some time for you just literally to do nothing but

04:00
focus on the strategy and the vision of the business because

04:05
that time, whether you’re reading or out for a walk or

04:08
whatever that is, that can be just as important, if not more

04:10
important than actually going out in the field or managing

04:12
the guys and girls in the field doing the work. So, we need to

04:14
go out and block your schedule. So, um tip number one is block

04:18
your schedule in G Suite um for business blocks or if you’re

04:23
using another calendar program, we need to block out the time

04:25
you’re working in the business on the business Most

04:28
importantly, in the time that you’re resetting from the

04:31
business, you gotta guard those blocks uh with your life or if

04:34
your admin is there, those blocks are not to be touched in

04:37
unless absolutely needed and it has to have prior approval but

04:41
I’m in my schedule. I’ve got times on Tuesday, Thursday

04:43
where I block out strategically. So, I am not

04:46
getting burned out Next step number two is no matter the

04:51
size of the business, we need to figure out how to go in and

04:53
spend a little time upfront, how to organize the business,

04:57
and then automate the business and eventually, we can use that

05:00
system to go out and dominate your market but the main thing

05:03
is we want to go in and organize all the systems and

05:06
processes. The three main areas we want to look at right off

05:08
the bat are our sales and marketing systems. So,

05:11
basically, sales systems, we want to automate and organize

05:14
our employee system. So, employee recruiting, training,

05:17
and onboarding and then the third is have something I call

05:20
repetitive tasks All the daily, weekly, monthly coeur d’alene

05:23
annually things. So, burnout will happen when you having

05:27
these repetitive tasks and use the business owner have to go

05:31
out and tell everybody what to do. So, it’s time to handle the

05:35
accounts receivable. It’s a time to go out and sharpen the

05:37
lawn mower blades. It’s time to do equipment maintenance. It’s

05:40
time to do the estimate and if you as the business owner have

05:43
to tell everybody what to do, when to do it, how to do it,

05:45
and if it’s not getting done, you have to follow back up.

05:47
That is going to be a key source of burnout and

05:51
frustration. So, what we want to do is block our schedule and

05:54
step number two is and then automate our sales. employee

05:59
and repetitive task systems. So, all the mundane and

06:03
repetitive things that are burning you out right now will

06:05
come to an end or get significantly better Next

06:09
thing, tip number three is we want to go in and within

06:14
blocking that schedule. If you don’t have someone to do this

06:16
for you but a virtual assistant would be a great option or your

06:20
internal office staff is we want to track our KPIs, our key

06:23
performance indicators, and Tip number three, you might say,

06:27
well, Mike, that’s adding more work to my plate. Why would I

06:29
want to do that? I’m I’m worried about burnout. Well, a

06:31
lot of times burnout and frustration is having the lack

06:35
of in your business and knowing what’s going on. So, is it cash

06:40
flow? Is it the amount of jobs? Is it cancellation not knowing

06:43
what’s going on can lead to frustration and burnouts? We

06:46
want a clear picture of our key performance indicators. So, the

06:50
main things that I’m going to be looking at are going in is

06:53
how many clients do we have How many clients have cancelled and

06:57
what are our net new clients. So, we’re looking at client

07:00
acquisition and retention and satisfaction all in one KP.

07:05
Second one is going to be financial KPIs. So, account

07:10
receivable and accounts payable. We need to go in and

07:12
build a budget and we need to track at least on a weekly

07:15
basis how much people owe us. How much is current, How much

07:19
is past due from one to 30 days? thirty-one to 6061 to

07:23
ninety, and ninety plus. So, we’ve got our KP. We’ve got our

07:27
financial money. KPIs. So, people start owing us money and

07:30
things start spinning out of control That’s going to cause

07:33
burnout and stress. So, you want to have an idea on that as

07:35
well and then your third KP, I’m going to leave that open

07:38
for you. Um there’s a lot of things you can do but I

07:41
recommend only three main drivers that we’re focusing on.

07:44
So, what it depending on what point of your business, what’s

07:48
going to drive you strategically to the next step

07:51
where you want to go um but sales and customer retention is

07:55
probably definitely be one in financials as a second. The

07:57
third, you’re going to figure out what that is um and I’ve

08:00
got some ideas around that but I’m going to leave that one

08:03
open up to you. What is the main thing that’s stressing you

08:05
out? You want clarity on to avoid that burnout Now, we

08:09
block the schedule. We’ve organized and automated it and

08:12
we’ve tracked the KPIs that are going to give you clarity. So,

08:16
the next thing logically is we need to take a freaking

08:20
vacation. Sounds crazy. How do we take a vacation in the

08:23
middle of the season? Well, I will tell you whether it’s a

08:26
long weekend. I’m recommending a whole week if you can do it,

08:28
if you’re not in the field still doing the work, we to go

08:31
out and block out a vacation and I will tell you that some

08:34
of the biggest wins in my business have come when I’ve

08:38
actually disconnected from the business for five to 7 days or

08:40
10 days um because once you reset as a business owner, even

08:45
if you’re sitting by the pool, having a cocktail, the mind

08:48
starts working but what you can do and you’re you start

08:52
thinking about the strategic things, the strategy, and the

08:55
visionand that’s what a business owner is supposed to

08:57
You set the vision and you set the strategy and hire a

09:01
team to implement it. Whether it’s subcontractors, internal

09:03
employees, virtual assistants but your job as a business

09:07
owner is to set the vision and the strategy to that vision but

09:10
if we’re in the grind day to day burned out, it’s not going

09:13
to happen. So, yes, I suggest you take at least a three,

09:17
probably a full week vacation if we can and block it out and

09:21
right here, I’m telling you right now, this phone will be

09:24
the detriment of that vacation. So, when I used to go on

09:27
vacation in the early days before I became disciplined and

09:31
build a team that could fully run the business is I literally

09:34
took my phone. If we’re going to a hotel and locked it in the

09:38
safe and literally and once I put it in there, I actually had

09:42
my wife put the code in there so, I wasn’t tempted to do it

09:44
with the keypad and I could not get into that safe unless it

09:47
was an emergency and if there was an emergency, my crew

09:51
leader and the guy running the company had my wife’s cellphone

09:54
and he would call her directly but that forced me to

09:57
disconnect. So, the thing is if you can afford to do it for

10:01
that blacked out time, whether it’s an hour, hour and a half,

10:03
do it throughout the week. Disconnect from the phone and

10:07
use that strategy or that break to really disconnect and focus

10:11
on the strategy of your vision or have a mental reset um but

10:15
without doing such, you will burn out and you continue to

10:17
burn out. So, the main idea here is the top four things we

10:21
need to block our our schedule to protect ourselves and block

10:24
our schedule for the things that have to get done so we

10:26
know when they’re going to get done and it’s not stressful

10:29
We’re going to organize and automate. We’re going to look

10:31
at our KPIs. That’s going to be our our customer numbers, our

10:34
sales retention, and cancellations. Second, KPI is

10:37
going to be our financials. Third one is going to be

10:39
whatever you decide to go strategically to grow to that

10:43
business, to the next level, that clarity um to be able to

10:46
see everything on a daily and weekly basis is going to make

10:48
you less stressed. Um we’re going to hopefully start eating

10:51
healthy and working out. I’m preaching to the choir here.

10:54
I’m trying to get back in the gym a little bit Um in the

10:56
fourth is take a vacation 3 days if you can. at a minimum,

11:01
I’m recommending seven to 10 days. Take your cellphone, put

11:04
it in the hotel safe, and do not answer that phone unless

11:08
it’s emergency and if you have a friend or a spouse with you

11:10
or girlfriend, have that phone number, their phone given to

11:14
whoever’s in charge and they call only if it’s an emergency.

11:17
That way, you are not tempted to start checking your Email

11:21
and you’re not returning phone calls and you’re not getting

11:24
back into. that because what you’ll find a lot of times is

11:26
when you get back is you’re actually the bottle of growth.

11:28
You’re you’re actually implement. You’re hindering the

11:31
growth of your business and you trying to micromanage

11:34
everything is really causing all the stress and burnout. So,

11:37
I will tell you after scaling two seven figure businesses,

11:40
these are just a few of the takeaways but if the business

11:42
owner is not going to take care of themselves and take time to

11:45
themselves and focus on the strategy and vision and focus

11:49
on blocking the schedule going out and automating the

11:52
business. So, what should happen always happen without

11:54
them. The KPIs, key performance indicators, and taking you’ll

11:59
be stuck in a perpetual state of in and out of burnout in the

12:02
final closing thought here is if you are burned out or you

12:05
feel burned out, coming in, reset now because the biggest

12:09
issue and especially in a seasonal service business is

12:12
that you’re fixed in general ministry of overhead. Your

12:15
expenses are all being recovered from March or

12:17
February depending where you’re at in the country up through

12:20
the end of November to December. what you’re going to

12:23
see is the end of September beginning of October, you’ve

12:25
recovered of those fixed costs. So, your cost of doing

12:30
business, your overhead is already recovered. So, anything

12:32
you can push and drive extra profitable sales at the end of

12:36
the year and Q four our bottom line profits and just like this

12:40
gentleman’s question, he’s burned out. So, by the time you

12:43
get to get to the fall, you foot off the gas pedal and

12:45
you’ve literally lost out on the majority of the profits.

12:49
you’re going to make all the profits you could make. So, I

12:51
want to see you go out and break some comments on this

12:54
whether it’s live recorded, get a hold of you, calendars. Block

12:57
your schedule. I want you to organize and automate it. I

13:00
want you to check your KPIs, or clarity. So, there’s less

13:02
stress and I I want you to take a vacation and if you’re

13:05
watching this recorded, if you haven’t taken a vacation,

13:08
commit to yourself, write down. Hey, Mike. I’m doing a 4 week

13:11
vacation or I’m doing a week vacation. I’m doing it a long

13:13
weekend and let’s hear about it. I want to see publicly

13:17
commit to taking some time off to reset and put the phone in

13:20
the hotel safe wherever you’re going and let your team have a

13:24
contact that’s with you. if it’s an emergency, We’ll see

13:26
you again at Callahan’s Corner. Great question. We’ll see you

13:28
again tomorrow. Callahan’s Corner US Questions. We have

13:31
some live right here on

Office Admin Success

Video Transcript

00:00
mike callahan here with a pre-submitted
00:02
question on one of the facebook groups
00:03
talking about
00:04
hiring a new administrator so i’m not
00:06
sure if this hire was a first hire
00:08
for an administrative position or maybe
00:10
the 15th higher but there was some key
00:12
questions that they asked i want to dive
00:14
into them
00:15
quick summary before i dive into the
00:17
actual questions if you’re watching live
00:18
if you just make a note in the comments
00:20
here to let me know that the audio is
00:21
okay
00:22
the video before this the audio was a
00:24
bit choppy but far as office admin
00:26
success
00:27
main thing is a person wanted to know if
00:30
they should lock down their computer so
00:33
what if the admin
00:34
or someone stole the computer next was
00:36
how do they block certain sites and what
00:38
was best recommendation on that
00:40
to make sure when the employee was using
00:42
and not using the computer how do they
00:44
get
00:44
the actual tracking of their job hours
00:47
and uh thanks harold appreciate the
00:49
audio is great um
00:51
and a couple other questions i’ll dive
00:54
into but basically the first one i want
00:55
to tackle is
00:56
when we hire an office administrator
00:58
either post or like during covid times
01:00
as we’re making this video here
01:02
um we may have a remote worker which
01:04
adds a whole other level of complexity
01:06
so i’m going to answer this question as
01:07
if
01:08
we have someone physically in the office
01:09
and remotely um
01:12
so the first thing is they wanted to
01:13
know when the individual clocked in and
01:16
clacked out so most
01:17
cloud-based crms are going to have a
01:20
office time clock feature i recommend
01:21
using those there’s one built in
01:23
to most the cloud-based crms that was
01:25
what i would recommend if not we want to
01:27
make a google sheet
01:29
and have them physically type in their
01:30
start and stop times with break
01:32
now along the lines of google uh if you
01:35
haven’t heard of g suite or google suite
01:36
for business highly recommend it
01:38
and that’s going to dovetail perfectly
01:40
into the next question they submitted
01:42
so they said how do we basically control
01:44
the equipment or the i
01:46
the computer if there’s theft well first
01:48
thing if you’re doing a hiring right you
01:50
shouldn’t be worrying about your admin
01:52
stealing your computer
01:53
but as we’re working remotely or we’ve
01:55
got guys and girls in the field with
01:57
chromebooks doing estimates
01:58
theft is a big uh concern in my in my
02:01
opinion we want to protect that
02:02
intellectual property
02:04
so what we’re going to do is recommend
02:05
that going out for the cost and
02:08
pretty much the ease of use
02:11
and everything else chromebooks are
02:13
ideal
02:14
so along with the chromebook g suite you
02:16
can go in and actually have
02:18
administrative rates of that machine
02:20
we’re not doing it for big brother yes
02:21
you can log in you can see what they’re
02:23
looking at what time they’re active
02:24
but the idea here is actually if someone
02:26
breaks into a house or apartment or a
02:28
truck
02:28
estimate truck or estimate vehicle we
02:30
can go in and securely lock down that
02:32
machine
02:33
and actually wipe the data so your
02:35
intellectual property is safe
02:37
i think that if you’re worried about
02:39
your admin stealing the computer in your
02:41
information then
02:42
um we need to get to a level of
02:44
delegation or maybe we’ve hired the
02:45
wrong individual
02:47
next question along those lines was the
02:49
general lady also wanted to know
02:51
what’s the best practice for limiting
02:52
the amount of sites that they can
02:54
actually
02:54
engage with well i’m going to recommend
02:57
you don’t do that but what you’re going
02:58
to do
02:59
is talk to a industry professional like
03:02
jason
03:02
copp at kincaid to actually build out
03:06
an employee handbook your employee
03:07
handbook should spell out very
03:09
uh clearly what is acceptable not
03:11
acceptable for work use on your computer
03:14
and what kind of sites they should not
03:15
be looking at as far as adult
03:17
sites so we want to spell that out but
03:19
similar
03:20
when you’re in college or high school
03:22
and you’re going in and doing a research
03:23
project
03:24
someone in tech decided there was
03:26
certain websites or certain types of
03:27
websites that fell underneath an
03:29
umbrella that you couldn’t get to
03:30
well we don’t want to cause that issue
03:32
that we may have all saw in school we’re
03:33
going to do a research project and the
03:35
sites are blocked you can’t get to them
03:37
in our business we want to have all the
03:38
sites wide open we got to trust and
03:40
enable that admin because really they’re
03:42
your eyes and ears in your central
03:44
information hub so maybe you’re doing
03:45
chemical mixing ratios maybe you’re
03:46
looking up something social media
03:49
state laws for pesticide applications
03:50
whatever that is
03:52
we don’t want to restrict their ability
03:53
to actually support you and your team
03:55
by limiting the website so i would say
03:57
leave it wide open have a very candid
03:59
conversation
04:00
through the onboarding process as well
04:01
as have it documented in your handbook
04:03
so you’re covered
04:04
and if that does come up now there is
04:06
some repercussion and you have legs to
04:08
stand up but if you don’t explain
04:10
and talk about what’s acceptable not
04:12
acceptable and don’t have it in a
04:13
handbook it’s going to be tough to
04:14
enforce that that may not be grounds for
04:16
dismissal
04:17
if this individual is doing this going
04:20
into the next question was
04:22
should they install cameras or ring a
04:24
ring system in the office
04:26
to make sure the individual is actually
04:27
there working and doing what they should
04:29
do
04:30
i know a lot of business owners that
04:31
have camera systems in there it’s okay
04:33
for security but if your reasoning
04:35
is to make sure they’re there working
04:36
when they should be working
04:38
i don’t recommend it i don’t recommend
04:40
it at all uh big brother and honestly if
04:42
you’ve got
04:42
if you’re a male business owner and you
04:44
have female staff that’s kind of the
04:45
creepy factor as well
04:47
in my opinion so basically
04:50
what i’m going to recommend is let’s
04:52
drive this new administrator
04:53
in um and actually talk about what’s ex
04:57
like what they should be doing for their
04:59
jobs i recommend if you’ve seen in my
05:00
videos talking about the big three those
05:02
are your strategic objectives for that
05:03
position
05:04
so as this individual comes in and you
05:06
train them sit down with them
05:07
and create a strategic objective the big
05:09
three that they’re accountable for that
05:11
drives your strategic goals
05:12
so off the top of my head the big three
05:14
for an office admin would be returning
05:16
all phone calls and emails
05:17
in a certain time so they’re gonna
05:18
report out on that each day so emails
05:20
maybe are being responded
05:22
four or five times a day we’re checking
05:23
that inbox um and maybe
05:26
finishing their tickets or to-do’s the
05:28
tasks that are being assigned
05:29
and documenting them and then maybe the
05:32
third one
05:32
is um going out getting that whole
05:36
cadence together for you
05:38
just for accountability but whatever
05:40
those three are they need to track
05:41
there is going to be some down time in
05:43
your business it’s it’s just gonna
05:45
happen
05:45
there’s gonna be times when that admin
05:46
has nothing to do so why not create a
05:49
google sheet
05:50
or a google doc that shows all the
05:52
things they could be doing
05:53
when their strategic objectives aren’t
05:55
being hit so they’re not answering the
05:56
phone they’re not returning emails
05:58
they’re not checking over to invoices
05:59
they’re not scheduling they’re not
06:00
billing
06:01
the main course stuff what i recommend
06:03
is having going into a
06:04
software crm similar like service
06:07
autopilot we can go into your client
06:08
screen and click on all the houses
06:09
around
06:10
your current client and create a
06:11
marketing database this is what we did
06:13
um to actually go out and dominate a lot
06:15
of the neighborhoods and we’d actually
06:16
have them go in and measure the online
06:18
properties and create
06:19
property specific pricing for the
06:21
services that we can measure online
06:23
and then when it became marketing time
06:24
we had a database that was qualified
06:26
with pricing that we went out so
06:28
there are some things that this
06:29
individual can be doing to drive bottom
06:31
line profits down the line
06:33
but if you leave it up to their own
06:34
devices and there’s nothing else to do
06:35
and you haven’t told them what to do
06:37
that’s where it’s going to get
06:38
interesting because they are going to be
06:39
hopping on the websites you don’t want
06:40
them to do
06:41
they’re going to get disengaged and
06:42
they’re going to get lazy so bring the
06:44
right individual in
06:45
tie them into your goals for your
06:47
business from day one
06:48
create ownership for those and give them
06:51
the roadmap for success
06:54
outside of their core responsibilities
06:55
if there’s nothing else to do so
06:57
hopefully that helps
06:58
but i don’t recommend being big brother
07:01
uh kind of getting creepy
07:02
and watching your employees through a
07:04
ring or a computer
07:05
to make sure they’re clocking in and
07:07
clocking out uh if you’ve hired the
07:08
right individual
07:09
that should not be an issue and if you
07:11
have those issues coming up if you can’t
07:13
coach them up you need to coach them out
07:14
so slow to hire quick to fire even the
07:16
hard labor times that we’re in right now
07:18
hopefully that helps um and that
07:22
google suite or business for uh google
07:24
business
07:25
is the way to go because that’s going to
07:26
give you the control and now you’ve got
07:27
a central place for all your documents
07:29
and as you add and subtract people from
07:31
your team those documents and
07:32
emails can all be forwarded and shared
07:34
and unshared very quickly
07:36
so um hopefully that helps but yeah
07:38
don’t
07:39
don’t restrict the person down and limit
07:41
their ability to help you
07:43
by restricting their computer down um
07:46
and basically watching via the
07:48
camera because as the business owner
07:49
your goal is to be the visionary and the
07:51
strategic the strategy person
07:53
uh if you’re wasting your time trying to
07:55
babysit a admin
07:56
remotely you’re in trouble the other
07:58
thing too is when you bring this new
08:00
admin in you need to be able to train
08:01
them you need to spend two to three
08:02
weeks with them
08:03
what we’ve built is an automated video
08:05
training series of 36 videos and six
08:07
modules with testing
08:08
that went from lead acquisition through
08:10
estimate scheduling billing fulfillment
08:12
everything from front to back and we
08:14
supplement that with the virtual or
08:16
in-person knee to knee but don’t expect
08:18
you can just throw somebody in an office
08:19
if they’ve had administrative
08:21
experience not using the software that
08:23
you use or the process of systems that
08:25
you have in your business
08:26
and think they’re going to be successful
08:27
you will be setting them up for failure
08:29
and i’ve done this in the early years
08:30
and learned my lesson so if you’re
08:32
bringing a new admin you or the manager
08:34
need to go in and spend the time
08:35
to make them successful and dial in
08:37
what’s
08:38
accepted and not acceptable and have
08:41
them report out daily
08:43
uh each day what they do for their
08:44
strategic objectives the big three and
08:46
then every monday
08:47
they’re going to give you a week in
08:48
review so you’ll know what’s getting
08:50
done and not getting done
08:51
based on those big three don’t make it
08:53
more than three because it will not be
08:55
trackable and it’ll be too much work
08:56
we’ve tried that before
08:57
three is the magic number so comments
08:59
questions leave them below uh we’ll see
09:01
you again tomorrow on callahan’s corner
09:02
we ask questions we have some live right
09:04
here on facebook

SA Weekly Talk Show: Training Systems for BIG Profits & Predictable Profits

Video Transcript

00:00
You’re listening to the Simple Growth Podcast, the show that
00:03
helps business owners get their life back. Here’s your host,
00:07
Mike Callahan. Welcome back to the SA Weekly Talk Show. your
00:11
host Mike Callahan here once again, bringing you knowledge
00:16
from service industry professionals like myself for
00:18
service industry professionals. So, here at the SA Weekly Talk
00:22
Show, I’m going to lift the hood of creating training
00:25
systems for big profits and Predictable Profits. So, it’s
00:29
not only enough to create those bottom line profits. We
00:32
actually want to have Predictable Profits through
00:35
Predictable Sop standard operating procedures. So, how
00:38
do we go out and train our field staff and our office
00:42
staff for proper operating procedures that go are going to
00:46
net result into BIG Profits. So, I’m going to dive in and
00:49
show you what we’ve done in my company specifically inside
00:53
service autopilot and one other platform that is a learning hub
00:56
that we built to do online video training. In addition, as
01:00
a added bonus for anybody in the lawn care industry, I’m
01:03
going to go over a way that you can break that potentially how
01:06
you go in and set up your crew. So, how many people here
01:10
watching if you put a comment in the live or public area is
01:13
when your mowing crew goes out or your fertilization crew or
01:16
pretty much any crew for that matter? I’m going to give you a
01:18
lawn mowing example but do we have a particular place they
01:21
park is a reason why they park in a certain spot and what is
01:24
the procedure for the weed wacking, the stick edging, the
01:27
blowing, and the mowing. where does it start? Where does it
01:29
stop and how do we start eliminating five or 6 minutes a
01:32
job or an hour and start to drive bottom line profits. so
01:37
it’s not enough to set up pricing with budgeted time but
01:40
we also need to have a process and procedure inside the office
01:43
as well as well inside the field to train the process and
01:48
continue the process because the budgeted time and the
01:51
prices are only as good as the teams in the field actually
01:55
follows through a process and procedure to hit those budgeted
01:57
time with a quality constraints. So, we’re going to
01:59
dive in, lift the hood and show you how this all can be done
02:03
inside your service business. So, comment or questions in
02:06
live or recorded version. put them in there. I’ll be watching
02:09
this for the next Twenty-four to 48 hours as we always do but
02:12
SA Weekly Talk Show bringing your knowledge from seven
02:15
figure business experts like myself. So, here we go and
02:19
without any further delay, we are going to pop open and take
02:22
a look at this. So, first thing that we are going to be looking
02:25
at is inside a service autopilot form. What we’ve done
02:29
is created workflow Training. So, this is actually a service
02:34
autopilot form. So, we’ve got Thirty-six videos and six
02:38
modules in SA we were unable to actually have testing in here.
02:42
So, we are going to show you another option that we did to
02:45
evolve into even a higher level training. Then, we’re also
02:48
going to show you how we utilize these service autopilot
02:50
forms not only for training in the office but actually going
02:54
into the field. So, this is literally right out of
02:57
Callahan’s Lawn Care where I made training videos for every
03:01
piece of equipment in every service we did. So, now, all
03:04
the training, everything was not in my head. It was now in
03:07
the software and we could run our new applicants through
03:10
mobile app or in the computer through the training for the
03:14
software. So, this is all natively built functionality
03:18
wise, inside service autopilot. No extra cost. You can build
03:21
these yourself but basically, what we’ve got is we’ve got a
03:24
lawn mowing video and then my other one was literally how to
03:27
use a line trimmer. So, we went through the process and
03:30
workflow that I’m going to be going in when we dial into this
03:33
map of our test client here of where do we park the truck? How
03:38
do you determine where you park the truck? where does the weed
03:40
wacking start and end? What’s the workflow where does the
03:42
mower start and end and and where does the blowing start
03:45
and end? So, I’m going to go in and show you how we can
03:47
actually create a video to teach this and I’m going to
03:51
give you a high-level overview of kind of what was in that
03:53
video and how we actually did it inside my company. So,
03:57
without any further delay, we’re going to kind of dive
04:00
into some different options that you can do inside your
04:03
service business, utilizing some of the tools inside
04:05
service autopilot. So, the first thing that we went into
04:08
here is under the forms here. We tackled the office Training
04:14
first. So, that was the biggest pain point when we had new
04:16
admin as we continue to grow or if you’re using a virtual
04:19
assistant, this is a great way to create concise training
04:22
videos for your virtual assistant so you don’t have to
04:24
be on the hook every time you have a new assistant come
04:27
online or new office admin but the idea is they would fill it
04:30
out. First name, last name, Email, This is automated. so we
04:33
get, we need Email or text message that they need to fill
04:35
out module one and watch it and literally inside the form, they
04:39
could click the video and literally go in. So, we’re
04:44
going in through lead acquisition via the website or
04:47
office. We understand what’s going on. The next one is lead
04:50
source tracking. We’ve got referral tracking. So, how did
04:53
they hear about us? client acquisition commercial versus
04:56
residential property levels and billing details and the sixth
04:59
and final video in this installment here is the gear
05:02
icon. what’s under it and how does it work? You’ll notice
05:05
these videos through multiple trial and error in this process
05:09
are between one and 3 minutes. Ideally, all The first video is
05:12
about 30 minutes and it goes high level overview. So, what
05:15
we’ve done here is built six modules with six videos each
05:19
inside service autopilot that we will run our new
05:22
administrative staff through for consistent training. So, at
05:25
that point, we went to the next level and I’m going to jump
05:28
into the Simple Growth Learning Hub as a certified advisor of
05:32
service autopilot. So, we’ve done is taken that content we
05:34
made there and now updated it and put it into this learning
05:38
hub that we built. Now, this learning hub is mirroring
05:41
exactly We’ve built inside service autopilot. So, if
05:44
you’re building this yourself, I think the best place to start
05:46
is probably right inside service autopilot in the forms
05:49
and this is exactly how we did it for many years in my
05:52
business. Utilizing these forms at no extra cost inside service
05:55
autopilot but we’re taking that knowledge silo in your head and
05:59
disseminating across the organizations. Now, every time
06:01
we have a new administrative staff join the business owner
06:05
is not on the hook to train them for the next two to 3
06:07
weeks, we we send them to the video training automated
06:10
through the process inside service autopilot and then we
06:15
follow up with live one to one or virtual training now with
06:18
COVID. So, what we’ve done is taken this and now to give you
06:21
a peek under the hood. we’ve gone in and created a overview
06:24
video probably with complete crazy COVID hair locked in my
06:29
basement last year. we have an overview video. We show them
06:32
how to actually use the course. So, if you’re building this
06:35
out, this is probably best practice and we have the
06:38
overview of the service autopilot workflow. So, what is
06:42
it look like? So, if you were like me, when I first bought
06:45
the platform, I ran to billing and scheduling because I need
06:48
to get paid and I needed to get the work done. Unfortunately,
06:52
when you do that, you are going in and missing all the
06:57
foundational pieces. So, in the first 30 Minute video training
07:01
here in the overview area just like it was in the service
07:05
autopilot forms here. we are going in and giving them a
07:11
high-level overview of the system from lead acquisition
07:14
through billing, scheduling fulfillment in the correct
07:17
order and then once we have that order, we’re going to dive
07:20
into the overview and dial in to the specific pieces how they
07:24
build on top of each other. So, we’re going to build a
07:26
foundational understanding of the software and this is how
07:28
we’re getting people off the street within seven to 10 days
07:31
of never seeing the software and up and running almost 100%
07:35
efficiently. So, you could do this too in your business and
07:37
I’m going to show you this is how we did it in mind but
07:40
basically, we went in to lead source tracking referral
07:43
tracking commercial versus residential. So, same exact
07:45
thing we built in SA. We went a little bit deeper here but the
07:50
video plays live here and like I said, they’re anywhere from
07:52
three to a minute 3 minutes to a minute long. Same exact thing
07:56
we built out right inside service autopilot. This is the
07:59
ideal first step and if you take it to the next level, the
08:02
reason why we took it to the next level is we weren’t able
08:04
to automate the testing inside SA. So, we went in and use the
08:09
quizzes feature here and we had six questions that have to get
08:15
100% right to you get to the next level. So, do you need to
08:17
select a cellphone carrier if you are using two-way texting
08:20
and automations which is false. It is a legacy feature. So the
08:26
idea is we run them through some knowledge and if they get
08:28
the question wrong, we did the same. Exact thing here inside
08:31
service autopilot far as actually take that back. We do
08:35
have the skill review testing. So, this is a new updated
08:37
version. So, we did build the actual testing inside SA as
08:42
well and if members series, we built it over in the learning
08:47
hub to have more analytics of tracking but basically, you can
08:50
do this testing inside Esa as well and if you don’t get 100%
08:53
based on the logic and the automation, you can drive them
08:57
back to the beginning and when they get it wrong, we actually
08:59
provide supplemental information of this is what you
09:02
answered but this is why you should answer this. So, the
09:04
idea is we’re not going to force them to keep going back
09:06
and guessing we are going to go in and give them the data and
09:09
knowledge of they should have retained the first time around
09:11
from the videos to understand it. So, we’re going to give
09:13
them a foundational on flow of this. So, right inside service
09:17
autopilot in the Vt two. you can do it in V three now forms.
09:21
We’ve created six videos in each of six modules complete
09:25
with testing on each video. So, this is what I would recommend
09:29
Office Training. First, we want to standardize that operating
09:31
procedure how we enter leads in how we collect client lead
09:34
sources. How do we estimate how do we follow up all the way
09:37
through building a fulfillment and running credit cards. We’re
09:39
going to standardize that process with an online
09:42
automated video training series. So, with the simple
09:45
growth level three automations, we include all of this right in
09:48
here but by all means, jump right in and this will
09:54
definitely help you along your way but we’ve invested the time
09:58
to do it. These are most of the videos from my my company that
10:02
ended up selling Harold wants to Know. Will there be a replay
10:05
recording of this? If so, where are we post? It’s going to be
10:07
on the Service Autopilot Facebook page as well as the
10:10
Simple Growth page on Harold. If you’re looking for it, I can
10:13
tag you and put it in the SA Facebook group as well but good
10:17
to see you brother on on the I say Weekly Talk Show. So, first
10:20
thing is we’re building out our office video training in Essa
10:23
forms complete with training and this is what we do in our
10:27
sales level. Three automations by simple growth as a certified
10:30
adviser. Now, next step is once we automated that in my
10:34
business, we realized it works so good for the office. Why not
10:37
take this out and automate it in the field? So, what we did
10:40
is did the same exact thing with testing. Now, this is just
10:44
a kind of example but you can see where the questions would
10:47
start to go in here again but literally, if you look at this
10:51
here, we go in and the the video is going to show you the
10:58
video target. So, what what parts of the equipment, how
11:01
properties equipment techniques and what is your Pp, your
11:06
personal protective equipment. So, these are the things that
11:08
we are going to require per our handbook in here. So, we’re
11:11
going to go in and review that and then we actually demo all
11:15
the dead man switches, all the different things that are in
11:17
there and as you go in, I actually eventually jump on
11:22
this mower. So, we’re actually going in and then eventually
11:27
Training the skill set how to actually go out and do the
11:31
mowing. You’ll notice we’re going in. we’re doing three
11:34
point turns. We’re not turning the grass up and we’re turning
11:36
away from the landscape beds. We’re teaching them all the
11:38
different ways and things they need to know to be able to use
11:41
this mower. So, this is the methodology that I would
11:46
recommend. Now, if you’re wondering, Mike, how did you go
11:49
out and do this? Believe it or not, first of all, I recommend,
11:52
don’t do this. Don’t do this at your own home by somewhere else
11:57
to do it because your neighbors will think you’re crazy but a
11:59
customers will let you do this at their house but what you
12:01
really need is a smartphone, a wireless mic that ties in your
12:04
smartphone and a quick thirty or $40 tripod from Amazon. You
12:07
don’t need anything special and you can record it. Believe it
12:10
or not, that wireless mic if the audio is on works great.
12:13
What we’re doing is we’re going in for every service and every
12:15
piece of equipment. we’re building these over, you know,
12:18
a three to 4 month period. It doesn’t all happen to happen
12:21
but literally, I blocked out 2 days and made most of the
12:23
videos in my company. Here’s a lawn mowing example and we have
12:27
the line trimming example as well. So, proper use of weed
12:32
wacker and training system and I’m going to talk about here a
12:35
little bit later in the video. Once I go through this
12:37
methodology, how do we go in and park and set up for success
12:42
but I’m literally going over the protective equipment and
12:45
the things that are needed going to show in the proper
12:48
technique how to hold the line trimmer especially up north. We
12:51
don’t stick edge. We still want to hit those hard surfaces at a
12:54
ninety-degree angle and anybody here that uses a weed whacker
12:58
with line trimmer probably relate to this new employees if
13:01
they don’t have any experience will struggle, how to actually
13:05
re set up the line trimmer spool as well as the spring and
13:11
some of the attachments. So, I went through in the video and
13:14
actually demoed how to actually not only trim but how to
13:18
actually get the line in the trimmer spool and get it in
13:23
there for success. That’s always a big big problem when
13:26
you’re bringing new somebody on that doesn’t have experience
13:28
and if you look at it here, I got that little wireless mic in
13:32
there and now we’re going in and I’m modeling it and then
13:36
I’m moving it. as I pause the video, I’m moving the tripod
13:40
around. So, I actually go, I believe in this video all the
13:43
way around the whole entire property and you can actually
13:48
see it here. This is one of the older Callahan trucks here.
13:51
Probably took a little snowplow beating but this is the video
13:54
that I literally made from my actual company here, Callahan’s
13:58
Lawn Care and I had one of the backup trailers and some backup
14:01
equipment there. So, the other things are in the field during
14:04
the day obviously. so this can be done. It doesn’t take a lot
14:07
of time but it will return
14:11
you know, the the value ten X Harold says his signal is
14:18
choppy. Can I get access through Si from simple
14:22
Growth.com? Yeah, Harold hit us up. We can definitely hit you
14:25
up. This is more about content and how to build yourself but
14:27
if you need some help as a certified adviser, we can
14:30
definitely help you as well but the idea is we’re going in.
14:32
We’re going to build these out. I recommend getting a pad of
14:35
paper. Write down all the services and the things you
14:36
need to talk about. doing it on the fly is probably not the
14:40
best bet but just some great examples here of how we can we
14:44
can do this. We’re talking about around the trimming
14:47
around this this pole here. I actually sculpt it down and
14:51
looked at it and said, okay, this is what you should do and
14:53
this is what you shouldn’t do. So, this was some of the
14:56
training that I learned when we had a staff H two B workers
14:59
from Guatemala, Mexico, My my my my Spanish was no bueno. So
15:04
it was helpful for me to be able to visually show the guys
15:07
that this is what you should do and this is what you shouldn’t
15:11
do and that no matter the language barrier or H two B or
15:15
normal worker like that resonated with everybody. So it
15:18
was I modeling what you should do but also modeling what you
15:21
shouldn’t do and saying this is what not to do as well. So,
15:24
some tips on those videos as well how you want to do this
15:27
but you know, not not getting on here just making this up.
15:30
I’ve got the Callahan’s Lawn Care shirt right on here and
15:33
this is this is what we did. This is how we built a turnkey
15:36
training system, took the videos and then drove them into
15:39
those service autopilot forms the office as well with
15:43
training and then with simple growth. we wanted some more
15:45
analytics of who had been through and be able to do
15:48
online certificates and kind of reward people. So, that’s why
15:51
we built an additional mirroring package right here in
15:55
the Simple Growth Learning Hub but by all means, I mean, this
15:58
is, this is it and this video is probably five or 6 years
16:02
old. So, this is not something new that you just knew in Esa.
16:05
you can do this and have been able to do this. Most people
16:07
just are unaware of it. So, based on that, I would start
16:12
with the office or the field either way but we want to go in
16:16
and just like we did in the beginning of the video video
16:19
targets so learning objectives and then If there’s any PPE, or
16:23
personal protective equipment, we probably want to have that
16:25
scroll down in there. So, we’re reinforcing what’s in your
16:29
handbook. So, as an added bonus, something that a lot of
16:32
people find helpful when we get into something that we call a
16:38
deep dive where people used to fly to New York but now, we
16:41
virtually do them where we basically sit virtually, meet a
16:44
need for 2 days and we help you build out a production rate
16:47
based estimating system. A lot of times like 20% of those
16:51
calls or those interactions in those service autopilot, deep
16:54
dives by simple growth is that We set up the estimate process
17:00
but the employees per se or even the business owner are not
17:04
setting a standardized operating procedure to create
17:07
Predictable results to follow through on the estimating
17:09
process. So, it’s not enough just to create an estimate
17:11
process of budget time but you need to have a process that
17:13
creates predictable outcomes to hit those budgeted times or
17:16
meet them with a quality constraints. So, what I’m going
17:19
to do here is kind of dive into this but if you’re looking at
17:23
this house here and you were to pull up, let’s say you’re not
17:26
stick edging just to take, there’s a way to approach this
17:28
but let’s just say no stick edging involved. So, this is a
17:30
very basic example. If you’re pulling up to this house here,
17:35
would you be parking where these two cars are here or here
17:39
Now, don’t worry about the neighbors parking in front of
17:42
their house or anything like that but how would you train
17:46
your crew per se where to park each and every time. So, if
17:51
you’re watching live, feel free to put your your comments or
17:54
questions in there but the way we approached it and this may
17:58
not be for everybody is what we did is if you’re looking at it,
18:01
I’m standing up here and I had this this, you know, maybe the
18:05
the this was my weed whack handle here. So, if it’s going
18:08
to the left or if it’s going to the right, how do we, how do we
18:15
account for that? So, to the right or to the left and when
18:18
we’re looking at that, that is the key. so is traditionally
18:22
there’s only one person on the crew holding the weed whacker
18:25
at least in our scenario. Traditionally, the crew leader
18:27
Ra the mower and the technician ran the weed whacker. Now, you
18:32
may switch back and forth and that’s fine. No worries but
18:35
what we’re looking is how do we standardize the work flow and
18:39
optimize it based on the weed whacker holding it left or
18:43
right. So, whatever time where the head is handed, the head of
18:47
the weed whacker is pointing. So, if you’re holding it this
18:49
way, the weed whacker heads to the left. if you’re holding it
18:52
this way, it’s to the right. So, let’s just say we’re going
18:55
to the left where the weed wacker is holding it and the
18:58
heads to the left as you’re as you’re looking at this. So, how
19:01
do you go out and use that information to standardize
19:04
where you park each and every time for the job? Well, this is
19:07
how I recommend doing it. So, I’m not going to park out front
19:10
but I’m going to park right here. I’m going to park to the
19:13
left hand side. So, if the weed whacker heads to left, we park
19:16
on the left of the property. If it’s on the right, we park on
19:18
the right of the property. So, we’re going to play on this
19:21
one. It’s to the left. We’re going to go and park right
19:24
here. Reason being is and we’re going to tackle the weed wacker
19:27
and blowing first and then we’ll tackle the mowing and
19:29
they are going to correspond for streamline process and this
19:32
is how we shave five to 10% off every time to build bottom line
19:36
profits with Predictable quality control. So, we’re
19:39
going to park right here and now, what’s going to happen is
19:42
the weed wacker is going to get off and literally flip that
19:46
weed wacker just like we showed in the video here.
19:51
And we went through and showed him that we would flip it on a
19:55
90° angle. Okay? so that’s going to be basically the
19:58
equivalent of a stick edge and when we do that, we’re going to
20:01
go ninety here. So, across up the driveway down the sidewalk
20:05
across the sidewalk down the other side of the sidewalk and
20:08
up the driveway. Now, we’re going to flip that head and go
20:12
all the way around the house and the beds flip it back on a
20:17
ninety down the driveway down the sidewalk, cross it up down
20:22
the sidewalk down here and all the way across. Now, what we’ve
20:25
done is covered all of our basically 90° angling and we’ve
20:30
gone all the way around the house. So, Carlos and my team
20:33
would say you can’t break break the snake or you can’t break
20:36
the hose. Whatever it is, it’s streamlined. You can’t bounce
20:38
all over the place. So, even if there’s a tree right here in
20:41
the middle, we’re not going to grab it especially in the
20:43
beginning of training. So, we’ve systematized it Now,
20:47
we’re we’ve ended here so we come up and around up and
20:51
around the house, down the sidewalk, down the sidewalk
20:55
down and back. Now, at this point, we are going to go in,
20:58
grab anything in the middle up and around this fence line. If
21:02
there’s a play set or something back down, I’m going to grab
21:04
that pole and then boom, I’m back at the truck. So, what
21:08
I’ve done is I’ve eliminated any waste and potentially
21:12
somebody jumping back and forth traditionally if there was a
21:15
shed in the back corner of the yard or a play set or
21:17
something. those are the things that are going to be missed but
21:19
we’ve created a predictable system. So the guy now on the
21:22
mower pet The crew leader overall responsible for the
21:26
quality is while he’s on the mower, he’s going to be able to
21:29
see where they potentially maybe missing some of these
21:32
spots. Okay, now, we’re back at this fictitious truck. We’re
21:35
going to grab the blower and we’re going to go back and blow
21:39
just like this here. We’re probably going to blow off the
21:42
whole driveway, pushing everything this way. Then,
21:44
we’re going to go back up and around the house sidewalk. Oh,
21:51
I’m sorry. So, yes here and then we’re going to walk up and
21:54
around and grab anything else like a place or anything like
21:58
that. Any clumps, Boom and we’re back at the truck. so
22:02
we’ve done a streamline that as well. Now, if it’s a larger
22:05
home and you got two 60s, maybe that guy’s jumping on a mower
22:08
but traditionally, most of your poster size stamps you up to
22:11
about eight to 1012 thousand square feet bumper. you got one
22:14
mower and one weed whacker traditionally. So by the time
22:17
the guy’s done blowing, that mower is probably coming on.
22:20
He’s picking the trailer gate up or the back of the truck and
22:22
dropping it on. Now, the cool thing is even if he gets done
22:27
blowing a little bit before the guy mowing. the guy mowing is
22:30
going to be turning away from the part of the house and
22:35
blowing the clippings in. So there shouldn’t be any
22:37
clippings on the side side of the house or the beds if the
22:40
mower is doing his job. So, getting into the mowing, how do
22:43
we standardize that for Predictable results? So, the
22:46
way we did it is we went in and if the guy weed whacking was
22:50
starting here and he’s going around up and around here We
22:56
don’t want him both starting out here. So, the mower would
22:58
traditionally come over here. He’s going to hit the bottom,
23:01
the top, and the side of the house and he’s also going to be
23:04
hitting the side of the house here. So the sides and the
23:07
front of the house are mowed first and then we go to the
23:11
back and we’re going to be going in and going in and
23:16
turning this way here and we’re pointing the grass out So he’s
23:20
ending here and coming back down and as he’s coming back
23:23
down, the guy blowing his purchase traditionally going to
23:25
be ending just about the same time and he can blow off any
23:28
grass that got on here from maybe wet tires in the spring.
23:31
So, the idea is we’re setting a standardized operating
23:33
procedure for the weed wacker to streamline so things aren’t
23:36
missed and we’re hitting the front and sides of the house
23:39
first with the mower because we’re assuming the guy weed
23:42
wacking is going to get done first and now all the Des on
23:46
the driveway, sidewalks and gutters are is already taken
23:48
care of like that’s there and we can blow it off. We’re not
23:51
going to have to do double the work. So, creating a
23:53
standardized operating procedure that we can train to
23:56
and our production rate based estimating system is going to
23:58
be consistent enough to feel that bottom line savings effect
24:02
but if you’re looking, if you’re if you’re wasting five
24:05
to 7 minutes an hour with a two-man crew, that’s a huge
24:10
huge thing. So, if you’re looking at it, let me just pull
24:14
up a calculator real quick. So, let’s just say we’re losing 6
24:17
minutes. So, six divided by sixty is .1 Times two guys on
24:23
the crew and we work 8 hour a day. So it’s 1.6 hours a day
24:30
times 5 days a week. That’s 8 hours a week that we’re losing
24:33
an inefficiency just by saving 6 minutes a day and
24:36
inefficiency and just this process right here will
24:39
eliminate five to 6 minutes an hour easy. It’s actually
24:42
eliminated more in my business and then if we multiply that by
24:46
let’s just say a 32 week season. that’s 256 hours of
24:51
saved inefficiency just by saving those five or 6 minutes
24:54
a day. So, let’s just say we’re breaking even at Thirty-six
24:56
bucks an hour. That’s $9216 of bottom line profit by just
25:03
standardization this system but it’s not enough to just show
25:06
it. We need to train it through the videos
25:11
and then reinforce it with testing and that was the secret
25:15
to success to standardization. Something just as simple as the
25:20
lawn mowing. Now, there’s other tips and tricks for pruning
25:22
mulching, and other things like that. I’m not going to get into
25:24
today but we literally went through and standardized that
25:27
operating procedure and created a system even when we’re
25:30
mulching around little bushes. If you weren’t blowing it in,
25:33
we weren’t dumping the wheelbarrow and moving it
25:35
around there. We had a process for bulk mulch to get around
25:40
those bushes without making a mess. Now, bagged mulch is a
25:42
little bit different. We use that but the idea is create a
25:45
time in motion study on it, standardize it, create a video,
25:50
create testing, and then have your quality control manager or
25:53
your business owner go through and double check and reinforce
25:56
with some positivity. So, you’re stopping at the job with
25:58
a box full of Gatorades or cooler full of Gatorades, some
26:02
popsicles, whatever that is, make it a positive interaction
26:06
and use it as a retraining and reinforcement tool but the main
26:10
thing is we gotta take what’s in your head and we gotta build
26:13
it into these forms. video training for the field in the
26:18
office with testing comments or questions. leave below SA
26:23
Weekly Talk Show coming back at you with training systems for
26:27
big profits and Predictable Profits through video training
26:32
systems and testing. all built out inside service autopilot
26:37
forms with testing comments. Questions dropped below.
26:40
Appreciate you Harold checking that out and I will repost this
26:42
video little bit later today or the simple growth team will
26:45
actually inside the SA User group as well as through the
26:49
simple growth outlet. So, we’ll see you again. SA Weekly Talk
26:52
show 1 PM Easter, 12 PM Central, Mike Callahan, your
26:55
host helping you create Predictable business systems
26:59
inside your business by seven figure business owners that
27:03
have used service autopilot in their business and have figured
27:06
out the way to streamline your workflow and not just have
27:09
features and functions but create a predictable workflow
27:11
for standardized operating procedures. BIG Bottom Line
27:15
profits and if you’ve been watching Callahan’s Corner or
27:18
work on it Wednesdays where we go in as Michael Gerber says
27:22
and show you how to work on it and not in it. The big theme
27:25
lately is going in organizing, automating, and dominating and
27:30
that’s going to be a reoccurring theme here on the
27:32
SA Weekly Talk Show. As some of the videos I do as well as our
27:35
guests. We’re going to help you organize, automate, and
27:37
dominate your market. We’ll see you again next week. 1 PM
27:40
Eastern 12 PM Central, Mike Callahan with the SA Weekly
27:43
Talk Show. If you like this show, you might want to check
27:47
out our resources at WWW dot start simple Growth.com While
27:52
you’re there, enter to win an estimator. Chatbot Mike
27:56
Callahan is available for private coaching.

Callahan’s Corner: How To Handle Client Skips (Cancellations)

Video Transcript

00:00
mike callahan back with a quick video i
00:02
had a question submitted as it’s getting
00:04
time
00:04
into the year where people are skipping
00:07
services so some of the areas of the
00:08
country
00:09
uh extreme heat waves slash drought and
00:12
a lot of the lawns are starting to slow
00:13
down and become dormant in some areas so
00:16
question was how do i go out and handle
00:17
skips um
00:19
basically uh sent in by the client so
00:23
what we did in my company is we actually
00:24
created a
00:25
terms of service so it doesn’t
00:26
necessarily have to be a contract but
00:28
what it does is spells out that
00:30
any cancellated or canceled service
00:33
or skipped within 24 hours of the actual
00:36
scheduled day
00:37
was a 50 charge so if the client calls
00:40
and says hey skip the lawn this week
00:42
it’s burned out it’s dry doesn’t need to
00:43
be cut
00:44
we would charge 50 of the cut so if it
00:46
was a 50 cut we would charge the
00:48
customer 25
00:49
now you may ask how did you do that how
00:51
did you get away with that well
00:53
it was simple we didn’t over book our
00:54
schedules and it was up front in the
00:56
estimate so
00:57
basically anytime you skipped your
00:58
service if it was within 24 hours
01:01
prior to the scheduled day it was a 50
01:04
cut that way allowed us not to over book
01:05
our schedules
01:06
do a quality job and keep that spot
01:09
reserved
01:09
in the schedule for the client now if
01:12
they canceled or skipped
01:13
when we showed up to the house or before
01:15
the 24-hour period it was 100
01:17
charge so if we went out and dispatched
01:19
those crews and they’re on their way or
01:21
the guys were counting on those hours
01:22
we needed to be fair to the guys and
01:24
girls on those crews so we would charge
01:26
100
01:27
of the cut even if they skipped it uh in
01:29
the early days we would make judgment
01:31
calls on lawn mowing so if it looked
01:34
burned out we would skip it but the
01:35
problem was
01:36
when we did that sometimes we were all
01:38
the way across town only for one day
01:40
and as we skipped i think we’re doing
01:42
the client a um
01:43
a good basically let’s say they had a
01:46
graduation party here as we’re getting
01:47
into graduation season maybe they didn’t
01:49
care
01:49
if the lawn really didn’t need to be cut
01:51
or not they wanted it really cleaned up
01:52
and manicured for the party
01:53
so we’d have to pay the crew to drive
01:55
all the way across town again for that
01:56
one lawn to get into shape for that
01:58
party and come all the way back so
02:00
what we did is we left the cancellation
02:02
or skip request up to the client
02:05
prior to 24 hours was it 50 charge based
02:08
on
02:09
um what they were paying so 50 cut
02:12
they’d pay us 25 bucks that would cover
02:13
a fixed and variable cost
02:15
and a minimum profit margin since we
02:17
weren’t allocating that extra overhead
02:18
out there
02:19
and we did not make the decision for
02:21
them they had to do it in either writing
02:23
or an email
02:24
uh text was fine in the office with two
02:26
of texting and if they did it prior to
02:28
the mowing uh
02:29
24 hours or less we charged 100 of the
02:31
mowings that 50 mowing would be billed
02:32
out at 50 bucks
02:34
but we did this and we were able to do
02:35
this and be one of the first people in
02:36
our market to really
02:37
do this with any success is we
02:39
communicated and showed the benefit of
02:41
what’s in it for them why paying the 50
02:45
for the mowing was actually a benefit
02:46
and not a negative and that was the fact
02:48
that we didn’t overbook our schedules we
02:49
did quality work and that saved their
02:51
spot
02:52
in the schedule for that season and the
02:54
upcoming season unless they changed
02:55
their minds so that gave them the
02:57
security of
02:58
a professional that wasn’t rushed and
02:59
they had their vip
03:01
reserve spot in the schedule so
03:03
hopefully that helps answer that
03:04
question how to handle skip
03:06
cancellations
03:06
from your client base during the drought
03:08
season and the heavy stress season of
03:10
the lawns that’s coming in right now
03:11
in most of the parts of the u.s and
03:13
canada callahan’s corner you ask the
03:15
questions we have some live right here
03:16
on facebook any comments questions
03:17
please drop below and i’ll be back again
03:18
tomorrow with another pre-submitted
03:20
question

Work On It Wednesday: KPI’s To Review

Video Transcript

00:00
Welcome back to work on it
00:02
Wednesday. Mike Allen here with
00:03
Dylan Rothenberg of the Simple
00:05
Grow Team. helping you work on
00:07
your business, not in it just
00:08
like Michael Gerber. So, one of
00:09
the things we’re diving into
00:11
today on Workout It Wednesday
00:13
is the key KPI is the key
00:15
performance indicators that you
00:16
should be looking at in your
00:17
business for success now and
00:20
success in the future. So,
00:22
Dylan, thanks for joining me
00:23
again on Wednesday here and a
00:25
lot of people rave reviews
00:26
about workout at Wednesday
00:27
because we are actually
00:28
breaking down what we’ve done
00:29
in both of our seven figure
00:31
businesses and what is
00:32
important to look at what’s
00:34
important to work on and what
00:36
is the end goal and how to
00:38
avoid those hurdles of growth
00:39
all along the way? Well, I’ll
00:42
trying to find employees to
00:43
train employees and do
00:44
everything else in between. So,
00:46
without any further delay, I’m
00:47
going to pop the screen open
00:48
here and we will take a look at
00:52
it here. Yeah, let’s do it.
00:56
Alright, So, I’ll let you leave
00:57
brother and I’m sure I will
00:59
chime in. Probably, we’ll talk
01:00
right over the top as usual.
01:02
So, what happens That sounds
01:04
good. That sounds good. Yeah, I
01:06
know. it’s a hot topic
01:08
especially being midseason with
01:09
a lot of the lawn care guys and
01:11
girls but it’s easy to get
01:13
pretty head down in the
01:14
business and just like be like,
01:15
I think I’m doing good. I hope
01:17
I’m doing good. I got some
01:18
money in the bank. It’s kind of
01:20
nice when someone can come in
01:21
and just tell you the numbers
01:23
that you should be reviewing,
01:24
you know, on a weekly or at
01:26
least a monthly basis and once
01:28
you have the system set up to
01:30
do so, it doesn’t take more
01:33
than a couple of minutes to
01:34
look at this number and you’re
01:34
going to know if you’re off
01:35
base and then it requires some
01:38
further attention or if that
01:39
number looks pretty good and
01:41
and the data source is
01:42
accurate, then really, you
01:44
know, you got a pretty sound
01:45
business Now, I’m I definitely
01:49
love a lot of the sales staff
01:51
stats or I can nerd out on that
01:52
all day but a lot of people
01:57
that we help with especially in
01:57
the the service autopilot
01:59
community. They’re really
02:01
unclear of a lot of their sales
02:02
numbers. So, if you’re having
02:05
any type of sales issues, you
02:07
know, the first thing you gotta
02:08
be looking at is is what
02:10
percentage are you actually
02:11
converting and you know, if
02:13
you’re using a CRM, this is a
02:14
very, very easy number to pull
02:16
but even if you’re using like
02:17
pen and paper, it’s not
02:19
impossible to pull. It’s
02:20
literally the number of quotes
02:21
that you’ve sent out or sorry,
02:24
the number of courses that
02:24
you’ve won divided by the total
02:26
number of quotes that you’ve
02:28
sent out. Alright? So, very,
02:30
very simple calculation and and
02:31
the 50% number kind of gets
02:33
thrown around quite a bit that
02:35
you want to be ideally
02:36
converting 100% of your quotes
02:38
but if you’re converting 100%,
02:40
you know, you’re you’re
02:41
probably priced a little bit
02:42
too low. So, there is kind of a
02:43
fine line between winning too
02:44
many quotes and leaving a
02:47
little bit of profit on the
02:48
table. Interesting. So, what
02:51
you’re talking about is a
02:51
conversion from somebody who
02:52
hits your website, calls your
02:54
office. it’s a bot or something
02:55
like that on social media or
02:56
text us in and then it
02:58
percentage that converts into
03:00
an actual client. Yes, exactly.
03:04
So, if we’re going out across
03:06
multiple marketing sources, why
03:07
this would be important is if
03:08
we’re going out and scaling the
03:09
business. Now, if we have
03:10
historical numbers, it’s really
03:12
becoming a math game. So, if I
03:13
put X amount of flyers here, X
03:16
amount and Facebook X amount
03:17
here on average, these
03:18
percentage to convert across
03:20
each lead source and become a
03:22
client Yeah, 100% and it’s
03:25
funny that you say lead sources
03:27
because that is This is kind of
03:31
the next topic. So, the the
03:32
conversion percentage great on
03:34
a high level, right? You want
03:35
to know what kind of high
03:36
level, okay? we’re we’re
03:37
winning 50% of our quotes that
03:39
that that that’s great to know.
03:40
You can kind of have a little
03:42
bit more of a predictable sales
03:43
flow and and budget knowing
03:45
that you close 50% of all
03:47
estimates that you get and like
03:48
Mike said, you can kind of work
03:49
backwards and say, well, how
03:50
many marketing pieces or how
03:52
much marketing do I need to do
03:54
to you know, if you want to get
03:56
100 new clients this year and
03:58
you’re your closing percentage
03:59
is 50% well then we need to
04:01
generate 200 opportunities,
04:03
right And you know, if you if
04:03
you send a thousand postcards,
04:06
Let’s say and only 10% or or 1%
04:09
of people get back to you.
04:10
Well, these are all just data
04:11
figures that you can kind of
04:13
work backwards and say, well,
04:13
we’re going to to send out
04:14
maybe it’s 25 thousand
04:16
postcards to get enough people
04:18
requesting a quote so that we
04:19
can close 50% of those and
04:21
reach our sales goal but like
04:24
you said, not all marketing
04:26
sources are 100% equal You need
04:30
to be tracking what percentage
04:31
of your leads are actually
04:33
coming from each one of these
04:35
marketing sources and then,
04:37
almost more importantly, what
04:38
percentage of those leads from
04:39
each marketing source are
04:41
actually converting into
04:42
clients because it’s it’s great
04:43
to say, yeah, we got 10
04:45
thousand leads from Facebook
04:46
but if 0% of them actually
04:49
converted into a client you
04:51
know, maybe they’ll convert in
04:51
the future but really we we
04:53
kind of want to live in the
04:54
moment here and get some
04:55
concrete sales today.
04:57
Essentially, all those
04:58
Feel-good likes really don’t
04:59
mean anything at the end of the
05:00
day, it’s all about dollars in
05:01
and dollars out. So the funny
05:03
thing is I haven’t seen this so
05:04
I’m going to let you go I have
05:05
a feeling I know your next
05:06
slider too but I think this is
05:09
really important. So, I think
05:10
lead sources you need to be
05:11
tracking in my opinion, the
05:13
paid sources but also the quote
05:16
unquote non paid sources as far
05:18
as like client referrals and
05:20
people referring as well as
05:23
people seeing your truck or
05:23
your crews out in the field
05:25
because technically, you’ve got
05:26
that truck or car wrapped
05:28
probably or loaded up. There is
05:30
a cost to that but there are
05:32
lead sources that are going to
05:33
come off of those that will
05:34
convert higher or lower based
05:36
on the actual lead source
05:37
itself. So yeah, great work.
05:39
I’m kind of curious to see what
05:39
your next slide is. I’m not
05:40
really prepared today So, yeah,
05:42
I think I know where you’re
05:44
going and I might have missed
05:45
that one but there there’s
05:46
going to be a couple main KPIs
05:47
that I was going to ask you at
05:48
the end of just like, you know,
05:49
what what did you use in
05:51
Callahan’s and and what are you
05:51
kind of thinking in the back of
05:53
your mind? High level at simple
05:54
gross that that we can we can
05:55
definitely chat about too but I
05:57
think before we go over to the
05:59
sales here quick, let’s just
06:00
let’s just pause on lead source
06:03
for a second. I think I know
06:04
where you’re going to go. Maybe
06:05
I was going maybe we’ll wrap on
06:06
it it together. So once we’ve
06:07
got that we’ve got those dollar
06:09
amounts in track per campaign
06:10
how much we’re spending for
06:12
each marketing campaign. each
06:13
flyer and campaign. What is the
06:15
cost per client on average, a
06:19
client acquisition cost. So,
06:21
how much is it costing you to
06:22
get the client? So, you may be
06:24
looking at it like, wow,
06:25
HomeAdvisor is like a really
06:26
cheaply that cost me thirty
06:27
bucks. like, we should just
06:28
triple down on HomeAdvisor but
06:31
the second part of that is that
06:32
client lifetime value. So, is
06:35
it a 225 dollar lead
06:37
acquisition cost? It’s a
06:38
lifetime value is only worth
06:40
250 Bucks where you may have
06:41
150 $150 client acquisition
06:44
cost on a flyer Facebook but
06:45
you’ve got client lifetime
06:49
value. So, you kind of gotta do
06:51
the math back and forth to see
06:52
which one of those you want to
06:53
double down on and you may want
06:55
to spread it across all of them
06:56
and now, I’m not emotionally.
06:57
You may know what the client
06:59
lifetime and revenue that’s
07:00
generating in there. Yeah,
07:03
exactly and another major one
07:04
that II missed out here which
07:06
ties directly into the lifetime
07:08
value is just the overall
07:10
customer churn, Right? A lot of
07:12
people that we’re dealing with,
07:13
you know, my my previous
07:15
company included II know it’s
07:16
yours as well. We’re growing
07:18
really quick and often A lot of
07:21
the focus can just be on
07:22
growing the sales and
07:23
everything like that. Well,
07:24
it’s of no value to you. If you
07:25
grow 100% and then you lose,
07:28
you know, everything that you
07:29
grew by clients churning out
07:32
through the through the back
07:33
door. It’s coming to the top of
07:34
the funnel. There’s new ones
07:35
and the old ones are popping
07:36
out the bottom So we need to
07:37
have that balance to keep an
07:38
eye on that. I couldn’t agree
07:39
more. Exactly. So, just having
07:41
a pulse on those numbers. It
07:42
doesn’t need to be this big
07:44
complex system. You know, if
07:45
you’re using a CRM of course
07:46
that can be tracked but even if
07:47
you’re not just okay if
07:50
cancelled this month. That’s
07:51
not inherently good or bad.
07:53
That might be a 50% decrease
07:55
from last June or you may have
07:58
had no cancels in June. So,
08:00
this is kind of a number that
08:01
you need to keep a pulse on and
08:02
just say like are my overall
08:04
cancellations as a percentage.
08:06
I’m going down or going up and
08:08
just having a really basic
08:09
pulse on that. It’s going to be
08:11
huge, right? These are these
08:13
are numbers that are crucial to
08:14
the success of your business.
08:17
So, the next one here is just
08:21
people can look at the sales
08:22
number and they can say, hey,
08:23
we’re we’re growing quick but
08:24
II. think I really, really
08:26
important. One to be looking at
08:27
is just how are we doing? So,
08:30
let’s just look at May that
08:31
just passed as an example. How
08:33
did we do this? May versus how
08:35
did we do last May? Yes,
08:38
looking at the aggregate of the
08:39
sales numbers is is obviously
08:41
important but you want to be
08:42
comparing apples to apples and
08:45
your sales are going to be
08:46
somewhat cyclical even if you
08:47
have a 12 month out of the year
08:48
business. right? So, you don’t
08:51
just want to have 100 thousand
08:54
per month sales goal. That’s
08:56
probably not going to be 100%
08:58
accurate. There’s going to be
08:59
dips in it where it might be
09:00
150 thousand in sales in May
09:03
but then it might be 50
09:05
thousand in June or whatever
09:07
that looks like you just want
09:08
to have accurate sales numbers
09:10
that you’re forecasting and
09:12
comparing to. Yeah, I love the
09:14
fact that you mentioned
09:15
seasonality because all of us
09:16
even in home cleaning your lawn
09:17
care pest control, there’s
09:18
going to be some seasonality so
09:19
we need to put that in there
09:20
and especially like even around
09:22
holiday seasons that may be
09:23
good or bad depending on the
09:24
service industry you’re in but
09:25
we need to be going in that YOY
09:27
is year over year comparison.
09:30
So, we need to go year after
09:30
year and compare them. So, if
09:31
you’re in QuickBooks, we can do
09:34
a previous year comparison in a
09:37
cure basis. I recommend and
09:38
then we want to go to percent
09:39
change in the dollar change.
09:42
You can actually look what you
09:42
did in 2020. 2021 and really
09:45
get a benchmark. So you’ll
09:46
start to see if you look year
09:48
after year. There are some
09:49
definite trends in most
09:50
markets. Well, pretty much all
09:51
it’s not going to recommend. So
09:52
that that’s that’s good stuff.
09:54
they’re doing. Yeah. Yeah. for
09:57
sure. And if you’re kind of
09:57
like you mentioned, QuickBooks,
09:59
we mentioned, you know, CRM we
10:01
mentioned maybe pen and paper.
10:03
Yes, this might be coming from
10:04
different sources and if you’re
10:05
thinking like I don’t really
10:06
have the time to do this, you
10:07
know, this is something that
10:09
once explained to an admin
10:10
staff or someone else you have
10:12
helping you at your company,
10:13
you know, even a virtual
10:14
assistant. these are numbers
10:15
that they could be pulling and
10:17
compiling for you on a monthly
10:19
basis and you meet with them
10:20
for five or 10 minutes and and
10:21
review those numbers but you
10:23
know that they need to be
10:24
useful numbers of course and
10:25
they need to be numbers that
10:26
make So, when you see them, you
10:30
can make decisions off of them.
10:32
I know Lori from our team
10:33
always says like, yes, I can
10:34
get you this data but what are
10:37
you going to do with it? Is it
10:38
actually going to be something
10:39
that’s useful to you and you
10:40
can actually make a decision
10:41
and and it’s going to change
10:41
the way you’re doing things now
10:43
So, that’s that’s something to
10:45
keep in mind as well. Now, this
10:48
this ties in a little bit to
10:49
the webinar we’re going to be
10:51
doing tomorrow and we’re going
10:52
to be going into the major
10:54
depth with this but daily You
10:56
know, you gotta be finding the
10:58
time to look at your numbers on
11:00
a daily basis. This is
11:02
literally the lifeblood of your
11:03
business. If these jobs are
11:05
profitable or not, if if you’re
11:08
dealing with labor in any way,
11:09
shape, or form, you know,
11:10
that’s going to be the major
11:13
factor here. If these jobs are
11:14
getting done in a timely
11:16
manner. So, basically, the
11:18
daily budgeted time over under
11:21
is just a simple check under
11:22
our report. If you’re using a
11:24
CRM to see the times that I set
11:27
up for budgeted hours. So, if
11:29
if we’re estimating a job, it
11:31
should take about 1 hour. Well,
11:32
in reality, how much time did
11:35
that actually take? So, you
11:36
know, if it took 50 minutes,
11:38
great. You know, we’re we’re
11:39
actually basically, we still
11:41
have time in the budget but if
11:43
all of a sudden that Job took 2
11:44
hours. Well, your job probably
11:47
just cost you money Yeah and I
11:50
think as you’re diving into it,
11:51
Dylan, I don’t know if you can
11:52
apply it a little bit already
11:54
but kind of just specifically
11:56
dialing into it’s not just the
11:57
budgeted time on the specific
11:59
jobs we also want to track the
12:00
non mobilization. So, like
12:03
literally your shop time, your
12:05
drive time. So, like the way we
12:06
did it at my company, really is
12:10
what we did is I got a piece of
12:11
paper. I don’t know if you’ll
12:12
be able to see it but
12:13
basically, when we started at
12:15
Job, A and went to Job B, the
12:19
clock actually started ticking.
12:20
So, you’re going to you go.
12:22
that clock is starting to tick
12:23
a job B. So, if you’ve got a 30
12:27
minute job budget at a job, B,
12:30
you’re going to take your 30
12:31
minute, starts clicking when
12:32
you leave Job A now where it
12:34
gets interesting is if you’ve
12:35
got two people on that crew or
12:36
truck that thirty it now
12:38
becomes 15 minutes and you’ve
12:40
gotta cover that drive time.
12:42
So, what we’re finding most
12:43
service businesses is a
12:44
two-person crew is going to be
12:45
optimal maximum size unless
12:47
you’re one or two properties
12:48
the whole time because if you
12:49
have an 8 hour a day and you’ve
12:51
got just 1 hour of just
12:53
mobilization, that’s a whole
12:54
extra hour time. Say like
12:58
thirty-six bucks an hour break
12:59
even that’s an extra $36 a day
13:02
of expense that’s basically
13:03
being eroded from the profit.
13:05
So, you really need to go in
13:06
and figure out what’s that non
13:08
billable mobilization and work
13:10
with financial expert and build
13:12
that into your hourly rates.
13:13
You’re on average, you’re
13:14
covering that throughout your
13:15
whole business but yeah, the
13:16
daily budget of time over and
13:17
under is huge and that that
13:19
builds transparency with your
13:20
team. So, you got a dry erase
13:22
board or TV in the shop and
13:24
you’re showing them hopefully
13:26
what they’re doing and building
13:27
a friendly competition with
13:29
quality for a week
13:30
accountability Yeah, so you’re
13:32
you’re basically saying
13:33
obviously the more guys on a
13:35
crew, the more windshield time
13:37
you’re going to have and Yeah,
13:39
you definitely gotta be
13:40
tracking that drive time
13:42
because that you know,
13:43
Thirty-six $36 per day. Let’s
13:45
say that you’re wasting
13:47
windshield time actually might
13:47
be fairly low. Oh yeah. It’s
13:49
significantly low. I mean, it’s
13:50
it’s we see 222 and a half
13:52
hours of non no mobilization.
13:54
Usually an average of most
13:55
companies we work with. The
13:56
other interesting thing is
13:57
like, so let’s just say we’re
13:58
doing a mulch installation job
14:00
where we’re going to pick up
14:01
materials at the nursery design
14:03
and build like a lot of
14:03
companies aren’t taking in
14:05
account for the extra two to
14:07
three guys on the truck when
14:08
they’re going to the nursery
14:09
and sitting in line for a half
14:10
hour and then driving from
14:11
their shop to the nursery to
14:13
the job. So, after that first
14:15
or have a preloaded maybe the
14:16
night before when you go to do
14:18
that job, if you need another
14:19
five or six yards of mulch, you
14:20
got a two or three man crew.
14:22
Those other two guys should
14:23
really be spreading and
14:24
cleaning up that job site while
14:25
the one guy goes and picks it
14:27
up and brings it back. So,
14:28
you’re you’re taking two thirds
14:29
of that non billable drive time
14:31
and minimizing it. So those are
14:31
like the silent killers that
14:33
when we’re so busy, we don’t
14:35
track them but then we see
14:37
people come back to us and
14:38
like, you know, September,
14:39
October and like Mike like
14:40
we’re we’re we’re really
14:42
crushing. We’re hitting these
14:42
budgeted times on a daily basis
14:43
on job. What’s going on with
14:47
the financial number? But when
14:49
you dive in to like a service
14:50
autopilot, you have a drive
14:52
time costing a factor, not
14:54
available costing effect based
14:55
on the particular guys with
14:56
labor and labor burden and it
14:58
clearly defines like, yes, you
14:59
are winning on the job.
15:00
Everything else is literally
15:02
destroying your profitability
15:04
so that that’s important to
15:05
track that daily and weekly for
15:06
sure. Yeah II see a lot of
15:09
people doing that too where you
15:10
know, they’re they’re charging
15:11
a delivery fee because they
15:13
gotta go and get the materials
15:13
but the delivery fee definitely
15:16
does not take into account, you
15:17
know, anything going wrong. You
15:19
know, they have they have to
15:20
stop somewhere and get gas.
15:21
whatever that is and it’s
15:22
sometimes like 2020 Bucks. I
15:24
just want to maybe talk on
15:26
twenty bucks for for a delivery
15:27
charge. Well, like you said, if
15:29
if it takes 30 minutes and all
15:31
of a sudden you got three guys
15:32
on that crew 30 minutes there,
15:33
30 minutes back maybe you know,
15:36
fifteen extra minutes of of
15:37
just doing who knows what all
15:39
of a sudden that adds up very
15:40
very quickly. Yeah it’s it’s
15:43
going to be almost three
15:44
additional hours that you
15:45
didn’t put in a job. I think
15:46
so. So if you’re looking three
15:48
yards of mulch installation.
15:49
Well, on average, it takes
15:51
about an hour per yard to
15:52
install it. So, you got a 3
15:53
hour budget. You need to
15:54
account for the other 3 hours
15:55
of screwing around. everything
15:56
else during the day. So, that
15:58
that seems to be the silent
15:59
killer that we see if you don’t
16:01
track it and realize it if you
16:02
realize it in the moment, you
16:04
can make some course
16:05
corrections but if you’re
16:06
looking at this November,
16:07
December, it’s too late like
16:09
you’re done Yeah and and
16:12
volume. obviously, you want
16:14
profitable volume but volume
16:15
does cure lot of things in that
16:18
regard, right? If you had a
16:19
massive dump trailer where you
16:20
can load up a bunch of yards of
16:22
mulch and that drive time
16:24
essentially in effect could be
16:26
spread out between, you know,
16:27
that that load up time and and
16:29
all that can be spread out
16:30
between four or five mulch jobs
16:32
and all of a sudden that that
16:34
fact is way less and then the
16:36
same thing with lawn mowing
16:37
too, right? If you’re driving
16:38
15 minutes to every job, half
16:41
of your day is going to be
16:42
driving versus you you park in
16:43
a neighborhood and you can bang
16:44
out, you know, 2020 job or
16:46
whatever that might be. Yeah.
16:48
And it’s interesting. So, like
16:48
as you’re talking about that,
16:50
just kind of a pro tip. So,
16:51
like getting back to the mulch
16:52
example because a lot of this
16:54
stuff can actually be
16:55
eliminated. So, when you’re
16:56
tracking this daily, it causes
16:58
you to actually look at it in
16:59
creative ways because it’s it’s
17:00
a it’s a pain point that you
17:02
may have a hard time overcoming
17:03
with your pricing in your
17:04
market. So, what we did is we
17:05
went to Lowe’s and Home Depot,
17:07
pitted them against each other
17:08
and in the spring and late
17:10
spring, they always run the
17:11
like Ninety-seven a bag of
17:13
mulch If you buy like six bags.
17:14
So what we did went to the pro
17:16
desk and I went to the pro pro
17:19
desk manager and said, listen,
17:19
we’ll we’ll commit to buying a
17:21
tractor trailer, full worth of
17:22
bagged mulch. They don’t make
17:24
you sign anything. They don’t
17:25
hold you to it but we were able
17:28
to get our bagged premium
17:29
mulch. I think in a dollar 90.7
17:30
a bag and then we went to him
17:33
and said, well, listen, can you
17:34
guys handle the delivery? So,
17:36
we actually dialed it to, I
17:37
believe that a few years ago,
17:39
it was $10 per delivery. It
17:41
didn’t matter if it’s two bags
17:42
or whole tractor trailer but we
17:44
did want an HOA that was 187
17:46
yards. I think 185 yards of
17:48
mulch with bag mulch. They
17:49
staged all the pallets in front
17:51
of all the units. We cut 2 days
17:52
of labor off with a submarine
17:54
man crew and the clean up was
17:55
like nonexistent and and the
17:58
client saw it as a higher
17:59
perceived value because it was
18:00
bagged mulch like was it was it
18:02
probably not but perception was
18:03
was wow we’re getting premium
18:05
mulch for a really good price
18:08
but where I’m going with this
18:09
is now you may not need that
18:10
dump truck or the dump trailer.
18:11
You can have a Ford Ranger, a
18:13
real small Chevy pickup pickup.
18:16
Two-wheel Drive, southern
18:17
model. It has some wheelbarrows
18:19
and blowers and some brakes in
18:20
there and not have to have a
18:22
sixty or $70000 vehicle. So,
18:25
now, you can have four or five
18:26
crews doing the same amount of
18:27
work and have it drop shipped
18:29
and staged the day before so
18:31
that there’s there’s some
18:32
creative ways once we look at
18:33
the daily times when you’re not
18:35
hitting them or you’re hitting
18:36
them like you can say, okay,
18:37
how can we creatively resolve
18:39
the issues because we’re making
18:40
great money on site but the
18:42
overhead of this machine, this
18:44
big dump truck and kind of a
18:46
couple of guys who was killing
18:47
us. So, if you’re not looking
18:48
at it, Don’t start thinking
18:49
outside of the box. how to
18:50
creatively overcome that. So,
18:52
just kind of a pro tip that we
18:53
did and I know quite a few
18:54
companies still doing it. So,
18:56
Lowe’s and Home Depot, you want
18:57
to talk to the pro desk? not
18:59
the Garden Center pro desk from
19:00
what I understand gets paid on
19:02
AA volume, not a profit
19:04
percentage. So, they’re willing
19:05
to take a loss on the product
19:06
just to get their bonuses. So,
19:09
pretty cool. Wow. Yeah, That’s
19:10
like the definition of work
19:13
smarter and not harder. That’s
19:15
and potentially cutting out
19:16
some trailer and truck costs.
19:18
That’s that’s huge. Yeah, it’s
19:20
kind of something cool that I
19:21
actually learned from Garrett
19:22
Matthews. I gotta give credit
19:22
where credits due the Southern
19:23
Boys pretty smart when it comes
19:26
to make it work. Yeah, for
19:29
sure. Next one here, we don’t
19:30
need to spend much time on it
19:31
but yes, you can. You can look
19:34
very granular, Have the daily
19:35
numbers and you you don’t want
19:37
to, you know, dismiss a day
19:38
that’s unprofitable. Obviously,
19:40
you want to look at that a
19:41
little bit further but hey,
19:42
they could just be having an
19:43
off day too. You know, our
19:45
market was huge. Some sometimes
19:47
it would literally be pouring
19:49
rain in one section of it and
19:50
snowing in the winter and and
19:52
other times there be no
19:53
precipitation, right? So, this
19:55
obviously affect the the
19:58
efficiency on some of these
19:59
days. So, it is nice to look at
20:01
things in an aggregate and say,
20:03
how do they actually perform in
20:04
the week, right? If you don’t
20:06
want to necessarily be
20:07
bickering over your guys about
20:09
being a little bit less
20:09
efficient on 1 day if they
20:11
absolutely crushed it on the
20:12
week, right? So so looking at
20:15
things as a whole II think is
20:17
probably actually almost more
20:19
valuable in the long run but
20:21
you do need to have a pulse on
20:22
the daily numbers for sure. I
20:23
love it. Yeah. Yeah. So that
20:26
one obviously pretty self
20:27
explanatory there. We don’t
20:28
need to spend much time here.
20:30
We’ll be hitting more of that
20:31
on the webinar tomorrow night.
20:32
I believe at 8 PM Eastern but
20:33
the the idea is like when you
20:35
look at that weekly thing,
20:36
we’re going to dive into that
20:37
tomorrow night. really lift the
20:38
hood and dial into it but
20:39
you’re going to find you got
20:39
crews that are crushing it for
20:41
you and you got other ones that
20:42
are bleeding you dry and
20:43
they’re just hiding behind the
20:44
scenes. Keep that pulse to 40
20:46
hours. So, we’re going to show
20:47
you on that webinar how to
20:49
really dial in and understand
20:51
that and be able to actually
20:54
use that data and work with
20:56
your teams for a productive but
20:58
efficient conversation to get
21:00
them back on track and we’re
21:01
going to coach them up or well,
21:03
we just might have to coach him
21:04
out. You never know. Yeah,
21:06
yeah. There’s a fine line
21:07
between, you know, obviously
21:09
you want peak performance and
21:11
efficiency but people can get
21:13
pretty pretty. I don’t know
21:16
what the word is but a little
21:17
bit antsy when you’re you’re
21:18
riding them a little bit too
21:19
hard on on just like peak
21:21
performance 24/7 there are
21:22
going to be oh they’ll get
21:23
sloppy. they will get sloppy.
21:25
I’ve seen both ends and we’ll
21:26
talk about that tomorrow night
21:28
too for sure. No for sure. So,
21:30
this isn’t necessarily maybe
21:32
something that’s ingrained in
21:34
the CRM whatever CRM, you might
21:37
be using if your payroll is in
21:39
there, of course, you know, it
21:41
would be but something that
21:43
people don’t necessarily have a
21:44
huge pulse on. Yes, we’re we’re
21:46
calculating the drive time and
21:47
all that but what’s the
21:49
percentage of actual time that
21:51
you’re paying people for or
21:53
sorry that they’re actually
21:54
working like kind of billable
21:56
hours to to some degree versus
21:59
the actual payroll hours that
22:00
you’re paying them basically,
22:02
the end of the week, right?
22:04
Because yes, you know, you
22:04
could be tracking tracking,
22:06
drive, time and service
22:07
autopilot. You could be trying
22:08
to track everything but
22:10
sometimes little things will
22:12
get missed and really what
22:13
you’re actually paying them for
22:14
that that gross payroll amount.
22:16
however many hours are actually
22:17
getting paid for. It is a very
22:19
valuable number that you need
22:20
to be tying back into some of
22:22
the performance data here to
22:24
make sure that it is 20% of our
22:27
week, you know, just kind of
22:29
fudged and and that’s loading
22:30
time and shop time and gas time
22:32
and once have a baseline for
22:35
that. Maybe. maybe 20% is the
22:37
number. Then, you can start
22:38
looking at ways like Mike said
22:40
with the the mulch example but
22:43
maybe it’s something II know
22:44
you’ve spoken about this before
22:46
many times where the guys are
22:49
near one job, they’re going to
22:50
a gas station and all of a
22:52
sudden that that quick little
22:53
fill up or bathroom break is is
22:55
a thirty-minute break that that
22:56
really wasn’t scheduled. So,
22:58
all these little things can be
22:59
looked at once you know how
23:01
much efficiency are we losing
23:03
in a week so things like that
23:06
you can look at for that
23:07
specific scenario would be
23:07
well, maybe if you’re using the
23:08
gas as an excuse. Maybe we
23:11
actually get some fuel tanks on
23:13
site and the second stop of the
23:15
day isn’t the gas station and
23:16
you know, Tim Horton’s and you
23:18
know, 30 minutes of unavailable
23:20
time. I don’t know about them
23:22
tidbits, brother. I want to cut
23:23
up the Timmy stop but you know,
23:24
those can be expensive. We had
23:26
a guy who was costing him about
23:28
$1500 in additional paper
23:30
performance pay, just stop at
23:31
Dunkin’ Donuts each day. So,
23:33
we’ll we’ll dive in a little
23:34
more of the math on that
23:35
tomorrow night but that was
23:36
that was an eye-opener to the
23:38
individual because at that
23:38
point he was getting paid by
23:39
the budget of time not the
23:42
actual time and I wanted to
23:42
make more money and he just
23:43
couldn’t understand why he
23:44
wasn’t hitting his numbers like
23:45
everybody So, we use the GPS in
23:47
the truck to kind of figure out
23:48
what was going on and lo and
23:50
behold, it was at the Dunkin’
23:51
Donuts stop that was crushing
23:52
him. Put him right in the
23:54
traffic. Yes. No, that’s that’s
23:57
huge. So, these are just kind
23:58
of a variety of KPI is that you
24:00
need to be thinking about but
24:01
really what you want to do is
24:03
kind of bundle this to some
24:04
type of document. If it’s all
24:06
in your CRM great. These are
24:07
just going to be reports that
24:08
you’re kind of looking at but
24:10
the more important thing is not
24:11
having the report that you
24:14
know, you can go and access is
24:14
do you actually have a pulse to
24:16
be looking at these numbers? Is
24:18
it weekly, is it monthly Do you
24:20
actually have something blocked
24:20
out in your calendar It says,
24:22
no matter what else is going
24:23
on, I’m going to take 5 minutes
24:25
and look at these numbers and
24:26
make sure that my business is
24:28
on track and this probably
24:30
isn’t the totality of all the
24:31
ratios and and you know, KPIs
24:34
that you need to be looking at
24:35
but this is definitely a good
24:36
start and if there’s any other
24:39
other key ones that people want
24:40
us to dive into a little bit
24:41
deeper, you know, you can put
24:42
it in the in the in the
24:43
comments or any major ones that
24:44
you think we missed but this is
24:46
I think is a great starting
24:48
point and obviously we’re going
24:49
to dive into things quite a bit
24:50
deeper tomorrow Yeah, I know.
24:52
Great, great work on this deal
24:53
and I think that I mean to be
24:54
transparent just for simple
24:55
growth. I was on QuickBooks
24:57
online before a team call at
24:58
eleven and I was running the
25:00
stats mid mid month. How much
25:01
we had to hit for the next 15
25:03
days and I was also looking at
25:06
the budget first so setting up
25:09
a budget and QuickBooks desktop
25:11
or online so maybe that I’m one
25:12
of these working on Wednesdays.
25:13
We can actually go in into one
25:15
of my Quickbooks account and
25:17
actually show you how to build
25:18
out a budget but that’s huge
25:19
because now when we go in
25:21
QuickBooks. We actually have a
25:23
budget. and based on the actual
25:25
numbers that are happening, we
25:26
can run those comparisons and
25:27
there actually is some good,
25:29
great data in there So, that
25:31
that’s a key but I think if you
25:33
are going to go down that road
25:35
with the budgeting and
25:36
Quickbooks, have a have a talk
25:37
with your accountant to make
25:38
sure they’re talking contractor
25:39
accounting, not accountant,
25:41
accounting talk because the way
25:43
they’re going to approach
25:45
certain things and track it is
25:46
going to be for a tax purpose
25:48
and not necessarily how you’re
25:50
going to look at it as a daily
25:51
or weekly or monthly or
25:52
quarterly cadence for profit
25:55
loss. So, those are the major
25:57
things you want to look at
25:58
because your accountant could
25:59
be accelerating the
26:01
depreciation. So, it looks like
26:02
you made more or less than you
26:03
actually did. It could be
26:04
looking at a cash basis when
26:06
you actually got paid not when
26:07
the the actual revenue was one
26:09
and sold. So, those are some
26:11
things we want to look at and
26:12
then probably the last one is
26:15
going in and for I was going
26:20
with this one but basically
26:21
going in and track any of the
26:25
the reoccurring subscriptions
26:27
or like services as far as like
26:28
lawn mower and fertilizing.
26:30
what is the reoccurring remedy
26:32
that goes pretty much forever
26:33
to the cancel and then, what’s
26:35
the one time revenue?
26:36
Obviously, the value of your
26:37
business, the longevity of the
26:39
business is going to be based
26:40
upon the reoccurring than the
26:43
one time and then the third
26:45
stat, there is the expansion of
26:46
the upsell. So going in and
26:48
raising that client value
26:50
systematically through an
26:51
upsell process the way we do in
26:52
the automation. So, Dylan. Any
26:54
clues and thoughts here before
26:55
we wrap it up? I know I gotta
26:56
get on a training call with
26:58
another client here in a few
27:00
minutes but things have been
27:01
rocking and rolling and I think
27:02
it’s important that we take the
27:05
time to work on it and help
27:05
other people work on it on
27:06
Wednesdays here. So, I can’t
27:08
wait til next week and tomorrow
27:09
night, I’m going to get some
27:10
rest. We got a big night ahead
27:11
of us for the KPI webinar and
27:14
job costing that we’re going to
27:16
be doing at 8 PM Eastern. Yeah
27:18
and if anybody is did not
27:21
receive an Email from me
27:21
regarding that and they’d like
27:23
access to the webinar, you can
27:25
definitely reach out to me,
27:26
Dylan DILL, AN at Simple Growth
27:30
Systems.com but otherwise,
27:31
yeah, just just make sure
27:33
you’re spending whether you
27:34
started out at 2 minutes a
27:36
month, whatever that might be
27:37
block or 2 minutes and and put
27:39
together even some of these
27:41
KPIs that we’re talking about
27:42
in a Google sheet and start
27:44
tracking them on a monthly
27:45
basis and that’s that’s really
27:46
where you gotta start and it’ll
27:47
evolve from there. Love it.
27:49
I’ll see you tomorrow night
27:50
work on it Wednesdays we’ll see
27:51
everybody else and it doesn’t
27:53
attend tomorrow night. You’re
27:53
going to miss out if you don’t.
27:55
Next Wednesday, I’m working on
27:56
Wednesdays and we’ll post on
27:57
Facebook about what we’re going
28:00
to be diving into. If you have
28:00
any comments or questions in
28:02
the library, recorded version,
28:03
pop in or a topic you’d like us
28:04
to cover on work it work on it
28:06
Wednesday. It’s a mouthful
28:08
Wednesday brother. Alright, I
28:08
will see you tomorrow night.
28:11
Alright, take care. Alright,

Work On It Wednesdays: KPI’s To Review w/ Dillan Ruthenberg

Video Transcript

00:00
You’re listening to the Simple Growth Podcast. The show that
00:03
helps business owners get their life back. Here’s your host,
00:07
Mike Callahan. Welcome back to Work On It Wednesday. Mike
00:11
Callahan here with Dillan Rothenberg of the Simple Growth
00:13
Team. Helping you work on your business and not in it just
00:16
like Michael Gerber. So, one of the things we’re diving into
00:18
today on Work On It Wednesday is the key KPI is the key
00:22
performance indicators that you should be looking at in your
00:25
business for success now and success in the future. So, uh
00:29
Dillan, thanks for joining me again on Wednesday here and a
00:32
lot of people have great reviews about Work On It
00:34
Wednesday because the ERX Actually breaking down what
00:37
we’ve done in both of our seven figure businesses and what is
00:40
important to look at, what’s important to work on, and what
00:44
is the end goal, and how to avoid those hurdles of growth
00:47
all along the way. Well, all trying to find employees, train
00:50
employees, and do everything else in between. So, uh without
00:54
any further delay, I’m gonna pop the screen open here and we
00:59
will uh take a look at it here. Yeah, let’s do it. Alright, so
01:04
I’ll let you lead brother and uh I’m sure I will chime in.
01:07
Probably, we’ll talk right over the top as usual. So, we’ll see
01:10
what happens. Yeah, that sounds good. That sounds good. Yeah, I
01:14
know it’s a hot topic um especially being mid season
01:16
with a lot of the lawn care guys um and girls. But it’s
01:20
easy to get pretty head down in the business and just like be
01:23
like, I think I’m doing good. I hope I’m doing good. I got some
01:25
money in the bank. Um it’s kinda nice when someone can
01:29
come in and just tell you the numbers that you should be
01:31
reviewing um you know, on a weekly or at a a monthly basis
01:34
and once you have the system set up to do so, it doesn’t
01:40
take more than a couple of minutes to look at this number
01:42
and you’re gonna know if you’re off base and then, it requires
01:45
some further attention or if that number looks pretty good
01:48
and the data source is accurate, then, really, you
01:51
know, you got a pretty sound business. Um now, I’m uh I
01:56
definitely love a lot of the sales staff uh stats. Sorry, I
01:59
can nerd out on that all day but uh a lot of the um people
02:04
that we help with especially in the the service autopilot
02:06
community, they’re really unclear of a lot of their sales
02:09
numbers. So, if you’re having any type of sales issues, um
02:14
you know, the first thing you gotta be looking at is is what
02:17
percentage are you actually converting? And you know, if
02:20
you’re using a CRM, this is a very, very easy number to pull
02:23
but even if you’re using like pen and paper, uh it’s not
02:26
impossible to pull. It’s literally the number of quotes
02:29
that you’ve sent out uh or or sorry, the number of quotes
02:32
that you’ve won divided by the total number of quotes that
02:35
you’ve sent out. Alright, so very very simple calculation
02:38
and and the 50% number kinda gets thrown around quite a bit
02:42
that you wanna be ideally converting 100% of your quotes
02:45
but if you’re converting 100 percent, you know, you’re
02:48
you’re probably priced a little bit too low. So, there is kind
02:51
of a fine line between winning too many quotes and leaving a
02:55
little bit of profit on the table. Interesting. So, Dillan,
02:58
what you’re talking about is the conversion from somebody
02:59
who hits your website, calls your office, hits a bot, or
03:02
something like that on social media or texts in and then that
03:06
that converts into an actual client. Yup, exactly. So, if
03:12
we’re going out across multiple marketing sources, why this
03:15
would be important is if we’re going out and scaling the
03:17
business. Now, if we have historical numbers, it’s really
03:19
becoming a math game. So, if I put X amount of flyers here, X
03:23
amount in Facebook, X amount here, on average, these
03:26
percentage should convert across each lead source and
03:28
become a client? Yeah, 100% and it’s funny that you say lead
03:34
sources um Because that is that is is kind of the next topic.
03:38
So the the conversion percentage great on a high
03:42
level. Right? You wanna know kinda high level. Okay we’re
03:44
we’re winning 50% of our quotes. That that that’s great
03:48
to know. You can kinda have a little bit more of a
03:50
predictable sales flow and and budget. Um knowing that you
03:53
close 50% of all estimates that you get and like Mike said you
03:56
can kinda work backwards and say well how many marketing
03:59
pieces or how much marketing do I need to do to you know if you
04:03
want to get 100 new clients this year and your your closing
04:05
percentage is fifty percent. Well then we need to generate
04:09
200 opportunities. Right? And you know if you send out a
04:13
thousand postcards let’s say and only 10% or or 1% of people
04:17
get back to you. Well these are all just data figures that you
04:19
can kinda work backwards and say well we’re gonna need to
04:22
send out maybe it’s 25 thousand postcards to get enough people
04:25
requesting a quote so that we can close 50% of those and
04:29
reach our sales goal. But like you said uh not all marketing
04:33
sources are 100% equal. So uh you need to be tracking what
04:39
percentage of your leads are actually coming from each one
04:42
of these marketing sources and then almost more importantly,
04:45
what percentage of those leads from each marketing source are
04:48
actually converting into clients cuz it’s it’s great to
04:51
say, yeah, we got 10 thousand leads from Facebook but if 0%
04:55
of them actually converted into a client, um you know, maybe
04:58
they’ll convert in the future but really we we kinda wanna
05:01
live in the moment here and and get some concrete sales today,
05:04
essentially. All those feel-good likes really don’t
05:07
mean anything at the end of the day. It’s all about dollars in
05:09
and dollars out. Um so, the funny thing is I haven’t See
05:12
this, I’m gonna let you go ‘cuz I have a feeling, I know your
05:14
next slider too but I think this is really important. So, I
05:17
think lead sources, you need to be tracking in my opinion, the
05:20
paid sources but also, the quote unquote non-paid sources
05:25
far as like client referrals and people referring as well as
05:29
um people seeing your truck or your crews out in the field
05:32
because technically, you’ve got that truck or car wrapped
05:35
probably or logoed up. Um there is a cost to that but there are
05:39
lead sources that are come out and gonna come off of that will
05:42
convert higher or lower based on the actual lead source
05:45
itself. So, yeah, great work. I’m kinda curious to see what
05:47
your next slide is and not really prepared today myself.
05:49
So, yeah, I think I know where you’re going and I might have
05:52
missed that one but there there’s gonna be a couple main
05:54
KPI’s that I was gonna ask you at the end of just like, you
05:56
know, what what did you use in Callahan’s and and what are you
05:59
kinda thinking in the back of your mind, high level at Simple
06:01
Growth that that we can we can definitely chat about too but I
06:05
think before we go over to the sales here quick, let’s just
06:07
let’s just uh pause on on lead source for a second. I think I
06:11
know where you’re gonna go. Maybe I was going, maybe we’ll
06:13
wrap out it together. So, once we’ve got that, we’ve got those
06:16
dollar amounts in. Per campaign, how much we’re
06:19
spending for each marketing campaign or each flyer and
06:21
campaign. What is the cost per client uh on average? So,
06:26
client acquisition cost. So, how much is it costing to get
06:30
the client? So, you may be looking at like, wow, home
06:32
advisors like a really cheap lead. That cost me thirty bucks
06:35
like we should just triple down at HomeAdvisor but the second
06:38
part of that is that client lifetime value. So, is it a two
06:43
uh twenty-five-dollar lead acquisition cost but the
06:46
lifetime value is only worth 250 bucks where you may have
06:50
$150 client acquisition cost on a flyer face book but you’ve
06:54
got a ten or $11,000 client lifetime value. So, you kinda
06:57
gotta do the math back and forth to see which one of those
07:01
you wanna double down on and you may wanna spread it across
07:03
all of them and now, not emotionally, you may know what
07:05
the client lifetime and revenue that’s generating in there.
07:08
Yup, exactly and another uh major one that I they missed
07:13
out here which ties directly into the lifetime value is just
07:16
the overall customer churn, right? Uh a lot of people that
07:20
we’re dealing with um you know, my my um previous company
07:22
included, II know with yours as well. We’re growing really
07:26
quick and uh off Sometimes a lot of the focus can just be on
07:29
growing the sales and everything like that. Well,
07:31
it’s of no value to you if you grow 100% and then you lose,
07:35
you know, everything that you grew uh by clients churning out
07:39
through the through the backdoor. Coming in the top of
07:41
the funnel, those new ones and the old ones are popping out
07:44
the bottom. So, we need to have that balance and keep an eye on
07:46
that. I couldn’t agree more. Exactly. So, just having a
07:49
pulse on those numbers, it doesn’t need to be this big,
07:51
complex system. You know, if you’re using a CRM, of course,
07:54
that can be tracked but even if you’re not, just, okay, if two
07:57
customers cancelled this month, that’s not inherently good or
08:00
bad. That might be uh a 50% decrease from last June uh or
08:05
you may have had no cancels in June. So, this is kind of a
08:08
number that you need to keep a pulse on and just say like, are
08:11
my overall cancellations as a percentage? I’m going down or
08:15
going up and just having a really basic pulse on that. Um
08:18
it’s gonna be huge, right? These are these are numbers
08:20
that are crucial to the success of your business. So, the next
08:26
one here is just people can look at the sales number and
08:30
they can say, hey, we’re growing quick but I think a
08:33
really really important one to be looking at is just how are
08:36
we doing? Um so, let’s just look at May that just passed as
08:40
an example. How did we do this May versus how did we do last
08:44
May? Um yes, looking at the aggregate of the sales numbers
08:47
is is obviously important um but you wanna be comparing
08:50
kinda apples to apples and obviously, your sales are gonna
08:54
be somewhat cyclical even if you have a 12 month uh out of
08:56
the year business, right? So, you don’t just wanna have 100
09:00
thousand per month sales goal. That’s probably not gonna be
09:05
100% accurate. There’s gonna be dips in it where it might be
09:08
150 thousand uh in sales in May but then it might be 50
09:13
thousand in June or whatever that looks like. You would just
09:15
wanna have accurate sales numbers that you’re forecasting
09:18
um and comparing to. Yeah, I love the fact that you you
09:22
mentioned seasonality cuz all of us even in home cleaning,
09:24
your lawn care, pest control, there’s gonna be some
09:26
seasonality. So, we need to put that in there especially like
09:29
even around the holiday seasons that maybe good or bad
09:31
depending on the service industry you’re in but we need
09:33
to be be going in that YOY as year over year compared So, we
09:37
need to go year after year and compare them. So, if you’re in
09:40
QuickBooks, uh we can do a previous year comparison in a
09:44
cure basis I recommend and then we wanna go the percent change
09:47
and the dollar change. So, you can actually look what you did
09:50
in 2020 versus 2021 and really get a benchmark. So, you’ll
09:54
start to see if you look year after year, there are some
09:56
definite trends in most markets. Well, pretty much all
09:59
markets I kinda recommend. So, that that’s that’s good stuff
10:02
they’re doing. Yeah, yeah, for sure and if you’re kinda like
10:05
you mentioned QuickBooks, we mentioned, you know, CRM, we
10:08
mentioned maybe pen and paper. Yes, these coming from
10:11
different sources and if you’re thinking like I don’t really
10:13
have the time to do this, you know, this is something that
10:16
once explained to an admin staff or or someone else you
10:19
have help helping you at your company, you know, even a
10:21
virtual assistant, these are numbers that they could be
10:23
pulling and compiling for you on a monthly basis and you meet
10:27
with them for five or 10 minutes and and review those
10:29
numbers but you know, they need to be useful numbers of course
10:33
and they need to be numbers that make sense. So, when you
10:35
see them, um you you can make decisions off of them. I know
10:40
Laurier from our team always says like, yes, I can get you
10:42
this data but what are you gonna do with it? Is it
10:45
actually gonna be something that’s useful to you and you
10:47
can actually make a decision and and it’s gonna change the
10:49
way you’re doing things now. Um so, that’s that’s something to
10:53
keep in mind as well. Now, this this ties in a little bit to uh
10:57
the webinar we’re gonna be doing uh tomorrow and we’re
11:00
gonna be going into to major depth with this but daily. Um
11:04
you know, you gotta be finding the time to look at your
11:07
numbers on a daily basis. This is literally the lifeblood of
11:10
your business. If these jobs are profitable or not. If if
11:15
you’re dealing with labor in any way, shape, or form, um you
11:18
know, that’s gonna be the the major um factor here. If these
11:22
jobs are getting done in a timely manner. So, basically,
11:25
the daily budgeted time over under is just a simple check
11:29
and or report if you’re using a CRM to see the times that I set
11:34
up for budgeted hours. So, if it if we’re estimating a job
11:37
that should take about one hour. Well, in reality, how
11:41
much time did that actually take? So, you know, if it took
11:44
fifty minutes, Great. You know, we’re we’re actually basically,
11:48
we still have time in the budget but if all of a sudden
11:51
that job took two hours, well, your job probably just cost you
11:55
money. Yeah and I think as you’re diving into it, Dillan,
11:59
I don’t know if you kinda applied it a little bit already
12:01
but um kinda just specifically dialing into. It’s not just the
12:05
budgeted time on the specific jobs. We also wanna track the
12:09
uh non-billable mobilization. So, like literally your shop
12:12
time, your drive time. So, like with the way we did it at my
12:15
company um really what we did is I got a piece of paper. I
12:19
don’t know if you’ll be able to see it but basically, when we
12:22
started at job A and went to job B, the clock actually
12:27
started ticking. So, you’re gonna, you go, that clock is
12:30
starting to tick at job B. So, if you’ve got a thirty-minute
12:34
job budgeted at job B, you’re gonna take your 30 minutes
12:38
starts clicking when you leave job A. Now, where it gets
12:42
interesting is if you’ve got two people on that crew or
12:44
truck, that 30 minutes now becomes 15 minutes and you’ve
12:48
got a cover that drive time. So, what we’re finding in most
12:50
service business is this two-person crew is gonna be
12:52
optimal maximum size unless you’re at one or two properties
12:55
the whole time because if you have an eight-hour day and
12:58
you’ve got just 1 hour of just mobilization, that’s a whole
13:01
extra um time say like thirty-six bucks an hour break
13:07
even. That’s an extra $36 a day of expense that’s basically
13:10
being eroded from the profit. Um so you really need to go in
13:14
and figure out what’s that non-billable mobilization and
13:17
work with a financial expert and build that into your hourly
13:20
rates. You’re on average, you’re covering that throughout
13:22
your whole business but yeah, the daily budgeted time over
13:25
and under is huge and that that builds transparency with your
13:28
team. So you got that dry erase board or TV in the shop and
13:32
you’re showing them uh hopefully what they’re doing
13:34
and building a friendly competition with quality
13:36
four-week accountability. Yeah so you’re you’re basically
13:40
saying obviously the more guys on a crew the more windshield
13:44
time you’re gonna have and um yeah you you definitely gotta
13:48
be tracking that drive time cuz that you know 3036 uh dollars
13:52
per day let’s say that you’re wasting windshield time
13:54
actually might be fairly low. Oh yeah. It’s significantly
13:57
low. I mean it’s it’s we see two two and a half hours of
14:00
non-dillable mobilization usually an average of most
14:02
companies we work with. The other interesting thing is like
14:05
so let’s just say we’re doing a mulch installation job uh where
14:08
we’re going to pick up a materials of the nursery design
14:10
build like a lot of companies aren’t paying taking in account
14:13
for the extra two to three guys on the truck when they’re going
14:16
to the nursery and sitting in line for half hour and then
14:18
driving from their shop to the nursery to the job. So, after
14:22
that first load or have it preloaded maybe the night
14:24
before, when you go to do that job, if you need another five
14:27
or six yards of mulch, you got a two or three-man crew, those
14:29
other two guys should literally be spreading and cleaning up
14:31
that job site while the one guy goes and picks it up and brings
14:34
it back. So, you’re you’re taking two thirds of that
14:37
non-billable drive time and minimizing it. So, those are
14:39
like the silent killers that when we’re so busy, we don’t
14:42
track ’em but then, we see people come back to us and
14:45
like, you know, September, October, like, Mike, like,
14:48
we’re really crushing. We’re hitting these budgeted times on
14:51
a daily basis on these jobs. What’s going on? With the
14:55
financial number but when you dive into like a service
14:58
autopilot, you have a drive time, costing effect or
15:01
non-available costing effect based on the particular guys
15:03
with labor and labor burden and it clearly defines like, yes,
15:07
you are winning on the job. Everything else is literally
15:09
destroying your profitability. Um so, that That’s important to
15:13
track that daily and weekly for sure. Yeah. II see a lot of
15:17
people doing that too where you know they’re they’re charging a
15:19
delivery fee cuz they gotta go and get the materials but the
15:22
delivery fee definitely does not take into account. You know
15:25
anything going wrong. You know they had they have to stop
15:27
somewhere get gas whatever that is. And it’s sometimes like
15:30
2020 bucks. I just wanna maybe tack on twenty bucks for for a
15:35
delivery charge. Well like you said if if it takes 30 minutes
15:38
and all of a sudden you got three guys on that crew. 30
15:40
minutes there. 30 minutes back. Maybe you know fifteen extra
15:44
minutes of of just doing who knows what. Uh all of a sudden
15:47
that adds up very, very quickly. Yeah, so it’s gonna be
15:51
almost three additional hours that you didn’t put in that
15:53
job. Exactly. So, if you’re looking at like three yards of
15:56
mulch installation, well, on average, it takes about an hour
15:59
per yard to install it. So, you got a three-hour budget. You
16:02
didn’t account for the other 3 hours of screwing around
16:03
everything else during the day. So, that that seems to be the
16:06
the silent profit killer that we see. If you don’t track it
16:08
and realize it. If you realize it in the moment, you can make
16:12
some course uh corrections but if you’re looking this
16:14
November, December, it’s too late like you’re done. Yeah and
16:19
and volume obviously you want profitable volume but volume
16:22
does cure AA lot of things in that regard right? If you have
16:26
a massive dump trailer where you can load up a bunch of
16:29
yards of mulch and that drive time. Essentially in effect
16:33
could be spread out between you know that that load up time and
16:36
and all that can be spread out between four or five mulch
16:39
jobs. Well all of a sudden that that effect is way less and
16:43
then the same thing with lawn mowing too, right? If you’re
16:45
driving fifty minutes to every job, half your day is gonna be
16:49
driving versus you you park in a neighborhood and you can bang
16:52
out, you know, twenty, twenty jobs or whatever that might be.
16:55
Yeah and it’s interesting. So, like as you’re talking about
16:57
that, just kind of a pro tip. So, like, getting back to the
16:59
mulch example cuz a lot of the stuff can actually be
17:02
eliminated. So, when you’re tracking this daily, it causes
17:05
you to actually look at it in creative ways cuz it’s it’s a
17:08
it’s a pain point that you may have a hard time overcoming
17:11
with your pricing in your market. So, what we did is we
17:13
went to Lowe’s and Home Depot, pitted them against the each
17:16
other and in the spring, in late spring, they always run
17:18
the uh like dollar ninety-seven a bag of mulch if you buy like
17:21
six bags. So, what we did is we went to the pro desk and uh
17:25
went to the pro desk manager and said, listen, uh we’re
17:27
we’ll commit to buying a tractor trailer full worth of
17:30
bagged mulch. Um they don’t make you sign anything. They’ll
17:33
hold you to it but um we were able to get our bagged premium
17:36
mulch. I think in a dollar ninety-seven a bag and then uh
17:40
we went to him and said, well, listen, uh can you guys handle
17:42
delivery? So, we actually dialed it into a leave it that
17:46
few years ago was $10 per delivery. It didn’t matter if
17:49
it was two bags or whole tractor trailer full. We did
17:52
one HOA that was 187 yards I think or 185 yards of mulch
17:55
with bag mulch. They staged all the pallets in front of all the
17:59
units. We cut 2 days of labor off with a seven or eight-man
18:01
crew and the cleanup was like non-existent and and the client
18:05
saw it as a higher perceived value cuz it was bagged mulch
18:08
like was it wasn’t probably not but perception was was wow.
18:12
We’re getting premium mulch for a really good price but where
18:16
I’m going with this is now you may not need that dump truck or
18:18
the dump trailer. You could have a Ford Ranger, a real
18:21
small Chevy pickup or Ford pickup, uh two-wheel drive,
18:24
southern model, and has some wheelbarrows and some blowers
18:27
and some rakes in there. And not have to have a sixty or
18:31
$70,000 vehicle. So now you can have four or five crews doing
18:34
the same amount of work and have it drop shipped and staged
18:37
the day before. Um so that there’s just some creative ways
18:40
once we look at the daily times when you’re not hitting them or
18:43
you’re hitting them like you can say, okay, how can we
18:45
creatively resolve the issue? Cuz we’re making great money on
18:48
site but the overhead of this machine, this big gum truck and
18:52
kinda want a couple of guys and it was killing us. So, if
18:56
you’re not looking at it, you don’t start thinking outside of
18:57
the box how to creatively overcome that. So, just kind of
19:00
a pro tip that we did and uh I know quite a few companies
19:02
still doing it. So, Lowe’s at Home Depot, you wanna talk to
19:05
the pro desk, not the garden center, pro desk from what I
19:08
understand, gets paid on a uh uh volume, not a profit
19:11
percentage. So, they’re willing to take a loss on the product
19:13
uh just to get their bonuses. So, pretty cool. Wow. Yeah,
19:18
that’s like the definition of uh work smarter not harder.
19:21
That’s and potentially cutting out some trailer and and truck
19:25
cost. That’s that’s huge. Yeah, it’s kinda something cool that
19:28
I actually learned from Garrett Matthews. I gotta give credit
19:30
where credits do. Uh the Southern Boys are pretty smart
19:33
when it comes in to make it work. Yeah, for sure. Uh next
19:37
one here, we don’t need to spend much time on it but. Yes,
19:40
you can, you can look very granularly at the daily numbers
19:43
uh and you don’t wanna, you know, dismiss a day that’s
19:46
unprofitable. Obviously, you wanna look at that a little bit
19:48
further but hey, they could just be having an off day too.
19:51
Um you know, our our market was huge. Some sometimes it would
19:55
literally be pouring rain in one section of it and snowing
19:58
in the winter and other times there would be no
20:00
precipitation, right? So, these things obviously affect the the
20:05
efficiency uh on some of these days. So, it is nice to look at
20:09
things in an aggregate and say, how do they actually perform in
20:12
the week, right? If you don’t wanna necessarily be bickering
20:15
uh over your guys about being a little bit less efficient on 1
20:18
day if they absolutely crushed it on the week, right? Um so,
20:22
so looking at things as a whole, II think is probably
20:25
actually um almost more valuable in the long run but
20:28
you do need to have a pulse on the daily numbers for sure.
20:31
Love it. Um yeah, so that one uh obviously pretty selfish
20:35
planatory there. We don’t need to spend much time here. We’ll
20:38
be hitting more of that on the webinar tomorrow night. I
20:40
believe at 8 PM Eastern but the the idea is like when you look
20:43
at that weekly thing, we’re gonna dive into that tomorrow
20:44
night and really lift the hood and dial into it but you’re
20:46
gonna find you got crews that are crushing it for you and you
20:49
got other ones that are bleeding you dry. They’re just
20:51
hiding behind the scenes. Keep that pulse to forty hours. So,
20:54
we’re gonna show you on that webinar how to really um dial
20:57
in and understand that and um be able to actually use that
21:02
data and work with your teams for a productive but efficient
21:06
conversation to get get them back on track. Yeah. Either way
21:09
to coach him up or we just might have to coach him out.
21:11
You never know. Yeah. Yeah and there’s a fine line between you
21:15
know uh obviously you want peak performance and and efficiency
21:19
but people can get pretty uh pretty I don’t know what the
21:23
word is but a little bit antsy when you’re you’re riding them
21:26
a little bit too hard on on just like peak performance
21:28
twenty-four seven. There are gonna be. Oh they’ll get sloppy
21:31
brother. They will get sloppy. That’s Sibo. And we’ll talk
21:34
about that tomorrow night too for sure. No, for sure. So,
21:38
this isn’t necessarily um maybe something that’s ingrained in
21:41
the CRM. Uh whatever CRM you might be using. Uh if your
21:46
payroll is in there, of course, uh you know, it would be but
21:49
something that people don’t necessarily have a huge pulse
21:52
on. Uh yes, we’re we’re calculating the drive time and
21:55
all that but what’s the percentage of actual time that
21:59
you’re paying people for? Uh or or sorry that they’re actually
22:02
working like kind of billable hours to to some degree uh
22:05
versus the actual payroll hours that you’re paying them. Uh
22:09
basically at the end of the week, right? Cuz yes, you know,
22:12
you could be trafficking, tracking drive time uh in
22:15
service autopilot. You can be trying to track everything uh
22:18
but sometimes little things will get missed and really what
22:20
you’re actually paying them for um that that gross payroll
22:23
amount, however many hours are actually getting paid for. Uh
22:26
it is a very valuable number that you need to be tying back
22:29
into some of their performance data here to make sure that a
22:33
is 20% of our week. Uh you know, just kinda fudged and and
22:37
that’s loading time and shop time and gas time. Um and once
22:41
you have a baseline for that. Maybe maybe 20% is the number.
22:44
Then you can start looking at ways like Mike said um with the
22:48
the mulch example. But maybe it’s a something II know you’ve
22:52
spoken about this before many times where the guys are near
22:56
one job. They’re going to a gas station and all of a sudden
22:59
that that quick little fill up or bathroom bake is is a 30
23:03
minute break that that really wasn’t scheduled. So all these
23:06
little things can uh be looked at once you know how much
23:09
efficiency are we losing in a week. So things like that you
23:13
can look at for for that specific scenario would be
23:15
maybe if they’re using the gas station as an excuse maybe we
23:19
actually get some fuel tanks on site and the second stop of the
23:22
day isn’t the gas station and you know Tim Hortons and you
23:26
know 30 minutes of of unbillable time. I don’t know
23:29
about them Timbits brother. I wanna cut up the Timmy Host
23:31
stop but those can be expensive. We had a guy who was
23:34
costing him uh about $1,500 in additional pay per performance
23:38
pay just stopping Dunkin’ Donuts each day. So we’ll we’ll
23:41
dive into a little more of the math around tomorrow night but
23:43
that was that was an eye opener to the individual cuz at that
23:46
point he was getting paid by the budgeted time not the
23:49
actual time and I wanted to make more money and he just
23:51
couldn’t understand why he wasn’t hitting his numbers like
23:53
everybody else. So, we used the GPS in the truck to kinda
23:56
figure out what was going on and lo and behold, it was at
23:58
the Dunkin’ Donuts stop that was crushing him. Put him right
24:01
into traffic. Yup. No, that’s that’s huge. So, these are just
24:05
kind of AA variety of KPI’s that you need to be thinking
24:08
about but really what you wanna do is kinda bundle these into
24:11
some type of document. If it’s all in your CRM, great. These
24:15
are just gonna be reports that you’re kinda looking at but the
24:18
more important thing is not having the report um that you
24:21
know, you can go and access is do you actually have a pulse to
24:24
be looking at these numbers? Is it weekly? Is it monthly? Do
24:27
you actually have something blocked out in your calendar
24:29
that says, no matter what else is going on, I’m gonna take
24:32
minutes and look at these numbers and make sure that my
24:35
business is on track and this probably isn’t the totality of
24:38
all the ratios and you know, KPI’s that you need to be
24:42
looking at but this is definitely a good start and if
24:46
there’s any other other key ones that people want us to
24:48
dive into a little bit deeper, you know, you can put it in the
24:50
in the comments or any major ones that you think we missed
24:53
but this is I think is a great starting point um and
24:56
obviously, we’re gonna dive into things uh quite a bit
24:58
deeper tomorrow. Yeah, no, great, great work on this
25:00
Dillan. I think that uh I mean to be transparent just for
25:02
simple growth. I was on QuickBooks Online uh before a
25:05
team called eleven and I was running the step stats mid mid
25:08
month how much we had to hit for the next 15 days and uh I
25:12
was also looking at the um budget first actual so setting
25:16
up a budget in QuickBooks desk topper online so maybe that one
25:19
of these working on Wednesdays we can actually go in into uh
25:23
one of my QuickBooks account and actually show you how to
25:25
build out a budget but that’s huge cuz now when we go in in
25:29
QuickBooks we actually have a budget um and based on the
25:33
actual numbers that are happen we can run those comparisons
25:35
and there actually is some good uh great data in there so um
25:38
that that’s a key but I think if uh you are gonna go down
25:42
that road with the budgeting and QuickBooks, have a have a
25:44
talk with your accountant to make sure they’re talking
25:46
contractor accounting, not accountant accounting, talk
25:49
because the way they’re gonna approach certain things and
25:53
track it is gonna be for a tax purpose and not necessarily how
25:57
you’re gonna look at it as a daily or weekly or monthly or
25:59
quarterly um cadence for profit and loss. Um so, those are the
26:04
major things you wanna look at cuz your accountant could be
26:07
accelerating the depreciation. So, it looks like either made
26:09
more or less than you actually did. It could be looking at a
26:12
cash basis when you actually got paid not when the the
26:15
actual revenue was won and sold. So, those are some things
26:18
we wanna look at and then probably the last one is um
26:22
going in and um figure out what’s going with this one but
26:28
basically, going in and tracking um any of the the
26:33
reoccurring subscriptions or like services far as like lawn
26:36
mower and fertilizing. What is the reoccurring revenue that
26:39
goes pretty much forever til they cancel and then what’s the
26:42
one-time revenue? Obviously, the value of your business, the
26:45
longevity of the business is gonna be based greater upon the
26:49
reoccurring than the one time and then the third step, there
26:53
is the expansion of the upsell. So, going in and raising that
26:56
client lifetime value systematically through an
26:58
upsell process the way we do in the automation. So, uh Dillan,
27:02
any clues and thoughts here before we wrap it up. I know I
27:03
gotta get on a training call with another client here in a
27:07
few minutes but um things have been rocking and rolling and I
27:10
think it’s important that uh we take the time to work on it and
27:13
help other people work on it on Wednesdays here. So, I can’t
27:15
wait til next week and uh tomorrow night, I gotta get
27:18
some rest. We got a big night ahead of us for the uh KPI um
27:21
webinar and job costing that we’re gonna be doing uh at 8 PM
27:24
Eastern. Yeah and if anybody is uh did not receive an Email
27:28
from me regarding that and they’d like access to a
27:31
webinar, you can definitely reach out to me uh Dillan DILL
27:35
AN at Simple Growth Systems.com but otherwise yeah just just
27:39
make sure you’re spending whether you started out at 2
27:43
minutes a month whatever that might be. Lock out 2 minutes
27:45
and and put together uh even some of these KPI’s that we’re
27:49
talking about in a Google sheet and start tracking them on a
27:52
monthly basis and that’s that’s really where you gotta start
27:55
and it’ll evolve from there. Love it. Well, I’ll see you
27:57
tomorrow night. Work on it Wednesdays. We’ll see everybody
27:59
else that doesn’t attend tomorrow on you’re gonna miss
28:01
out if you don’t. Uh next Wednesday, I’m working on
28:04
Wednesdays and uh we’ll be posting on Facebook uh about
28:06
what we’re gonna be diving into. If you have any comments
28:08
or questions on the library recorded version, pop em in or
28:11
topic you’d like us to cover on work it, work on it Wednesdays.
28:14
It’s a mouthful for Wednesday, brother. Alright, I will see
28:16
you tomorrow night. Alright, take care. Alright, bye. If you
28:21
like this show, you might wanna check out our resources at WWW
28:25
dot Start Simple Growth dot com. While you’re there, enter
28:29
to win an estimator chatbot. Mike Callahan, is available for
28:33
private coaching.

Callahan’s Corner: Working Towards a Production Rate Based Estimate System

Video Transcript

00:00
Welcome back to Callahan’s
00:02
Corner where you ask the
00:03
questions. We had some live
00:04
right here on Facebook. So, I
00:05
had a question submitted
00:06
earlier this week on Mike. How
00:08
do I go out and create a
00:10
standardized estimating process
00:11
in my business? So, after
00:13
working with hundreds of
00:14
businesses in all different
00:16
services industries, there is
00:18
one commonality that most
00:20
business owners want to
00:21
basically get what’s in their
00:22
head and into a software system
00:25
or a program to actually go out
00:26
and standardize your estimates
00:27
and actually be able to
00:28
delegate or if they’re doing
00:29
the estimates themselves, they
00:31
want to be able to take the
00:32
emotion out and predict
00:35
predictable profits with a
00:36
budget of time. So, I’m going
00:38
to be going live later today at
00:40
3 PM Eastern right here where
00:41
you’re watching to actually
00:43
lift the hood and show you how
00:43
to actually do this 100% but I
00:45
want to kind of address the
00:47
question and then at 3 PM
00:49
Eastern, uh I’m going to go
00:51
live and work on it Wednesdays
00:52
and actually show you how to do
00:54
this but before we actually
00:55
break it down, the things we
00:57
need to look at first is a
00:58
mindset Does the owner
01:00
estimator actually want to get
01:01
out of his or her own way and
01:03
get what’s in their head on
01:04
paper. So, there’s going to be
01:06
a two to three step process
01:07
that I recommend using. First
01:10
thing is we want to get an
01:10
Excel sheet or Google sheet or
01:12
something like the simple
01:14
growth blueprint. I’m going to
01:14
show you that later today but
01:16
the idea is we take what’s in
01:18
your head and we base it on a
01:20
production rate, square foot,
01:22
linear feet, number of units if
01:24
we don’t know that number,
01:25
we’re not comfortable yet with
01:26
that number. we’re going to
01:27
base it on the number of
01:29
minutes or hours. So, we like
01:30
to call it estimating. we guess
01:31
how long it could take based on
01:32
our experience but some emotion
01:33
be tiled in there. So, we’re
01:36
going to go in that methodology
01:38
of setting a minimum price to
01:39
show up. So, maybe a minimum
01:42
price for lawn mowing is $50 to
01:43
show up or minimum for home
01:45
cleaning is $150 and that
01:47
covers a certain amount of
01:48
minutes or hours or square
01:50
footage. I’m going to recommend
01:51
we do the square foot
01:52
production rate and the hours
01:54
and minutes side by side so we
01:55
can start to feel comfortable
01:57
with it because the worst thing
01:58
you can do is if you have a a
01:59
profitable business and you’re
02:00
doing good, we’re doing really
02:01
well. We want to be able to
02:03
standardize it so we can
02:04
compare the production rates to
02:05
the guessing the guess of how
02:09
many time, time you think it’s
02:10
going to take based on your
02:11
experience. So, I’m going to
02:12
break it down later today on
02:15
Wednesday. work on it
02:16
Wednesdays and break this down
02:17
but before you get in there,
02:18
start thinking about all the
02:19
services you do and could you
02:21
based on your experience plug
02:23
in how many minutes or hours to
02:24
perform that job and then in
02:27
addition to that, can you uh
02:30
associate a square footage or
02:31
linear link or number of units
02:32
small, medium, and large to
02:34
that and we’re going to show
02:35
you how to compare those two
02:36
and create a way to input the
02:38
data through your mobile phone
02:40
or tablet pump into a software
02:42
system and then have the
02:44
software not emotionally give
02:45
you a price, a budget of time,
02:47
how long it should take and it
02:49
cost before doing profit and
02:51
then, once that’s in there, how
02:52
to actually track the start and
02:53
stop times for your cruise. so
02:55
we can not emotionally go in
02:57
and make sure that we are
02:58
actually hitting our hourly
02:59
goals as far as revenue and
03:00
production on site and off
03:02
site. So, the non billable
03:04
drive time or shop time will
03:05
absolutely erode your bottom
03:07
line profits. So, we want to be
03:08
able to track those and I’m
03:09
going to show you how to do
03:10
that on today’s workout
03:11
Wednesday at 3 PM Eastern right
03:13
here on this Facebook page that
03:15
you’re looking at. So, Join me
03:18
at 3 PM Eastern today. Uh
03:19
myself and Dylan from the
03:20
Simple Team. We’re going to
03:21
break this down. We’re going to
03:22
do time based estimating,
03:23
production based estimating and
03:25
then, how do you drive that
03:26
time based estimating right
03:27
into a production rate based
03:29
estimating system and how do
03:30
you report out on it to know
03:32
what you’re producing? So, in a
03:35
mowing example, maybe the
03:36
production rate for a
03:37
Twenty-one-inch push mower or a
03:39
thirty-six or forty-eight
03:40
versus sixty. Maybe you have a
03:42
property that multiple pieces
03:43
of equipment are running out
03:44
and we want to be able to
03:45
calculate the production rate
03:46
for the mowing, edging, and
03:48
blowing for each one of those
03:49
areas. So, I’m going to show
03:50
you how to do that not
03:51
emotionally through production
03:52
rates and then how to evolve
03:53
that production rate. If you’re
03:54
not comfortable with an
03:55
industry standard or you just
03:57
don’t know, maybe your market’s
03:58
different, That’s what I hear.
03:59
My market’s different. It
03:59
doesn’t work in my market.
04:00
Well, I’ll tell you, this works
04:02
in any market. We’ve done this
04:03
with hundreds of companies but
04:05
we need to start to change the
04:06
mindset before we get on at 3
04:08
PM Eastern and work on it.
04:09
Wednesdays, start thinking
04:11
about your core services and
04:12
how we can apply a minute or
04:14
hour threshold to it with a
04:16
minimum price and then what is
04:18
the quantitative data that
04:21
we’re pulling in square
04:22
footage, linear feet, number of
04:23
shrubs, small, medium, and
04:24
large and then I’m going to
04:24
show how to put this all
04:26
together in a system and then
04:27
report out on it and then buy
04:31
getting your team to have buy
04:32
in for production and and
04:34
quality standards. So, we’ll
04:35
see you at 3 PM Eastern today
04:37
right here on this Facebook
04:38
page. Work on it Wednesdays,
04:40
Mike Callahan and Dylan
04:41
Rothenberg of the Simple Go
04:42
team breaking down seven figure
04:44
business strategies for you to
04:46
go out and take your life back
04:47
from your business and scale
04:48
and be able to delegate things
04:50
as estimating with confidence
04:51
and profitability. Bottom line,
04:53
we’ll see you in just a short
04:55
couple hours here at 3 PM
04:56
Eastern on this Facebook page.
04:58
We’ll work on Wednesdays

Work on it Wednesdays: Creating a Production Rate Based Estimate System w/ Dillan Ruthenberg

Video Transcript

00:02
Welcome back to work on it
00:03
Wednesday. Your host right
00:04
here, Mike Callahan with my
00:06
co-host, Dylan Rosenberg. Uh
00:08
the simpler team we’re going to
00:09
be talking about creating a
00:10
production rate based
00:11
estimating system that seems to
00:12
be the holy grail of the
00:14
service industry. So, whether
00:15
you’re an owner operator or got
00:17
a large scale business
00:18
traditionally, what we find is
00:19
the estimating skill set is
00:21
usually somewhere in the
00:23
owner’s head which is usually a
00:24
scary place with all the other
00:25
things going on. So, whether
00:26
it’s in the middle of the heavy
00:27
bidding season or um going into
00:30
mid season everybody right now
00:32
talking about how do we create
00:34
a standardized estimating
00:35
system that has no emotion that
00:36
can be delegated. So, I don’t
00:38
know about you, Dylan but in my
00:40
seven-figure business journey,
00:42
the biggest issue in my
00:43
business is me being the
00:44
bottleneck to be able to
00:45
delegate was going out and
00:47
creating a system that I could
00:49
literally hand off to somebody
00:50
and have the estimates within a
00:52
dollar to be almost identical
00:54
to my estimates with 25 years
00:56
experience in my head. So, uh
00:57
what we’re going to do is dive
00:59
in and actually create a
01:00
process show you the process
01:03
that we use to build out
01:05
production rate based
01:06
estimating and traditionally,
01:07
the biggest thing that we see
01:09
when people work with simple
01:10
growth to build out their
01:11
estimating systems um and
01:14
probably the same way I did it
01:14
myself to be honest with you is
01:15
um I didn’t necessarily trust
01:18
the industry averages 100%. I
01:19
didn’t necessarily trust um the
01:23
averages that I had in my my
01:24
computer system quite yet but
01:26
II knew I wanted to get to that
01:27
production rate but how did I
01:29
go from what was in my head and
01:30
then kind of ease to that and
01:31
some of the services I felt
01:33
comfortable, I could jump right
01:34
in. So, we’re going to dive in
01:35
and actually show you how to
01:36
take a time based approach for
01:38
what’s in your head and then be
01:39
able to basically step up into
01:42
100% production based
01:43
estimating but the cool thing
01:44
is once you have the time based
01:46
system, you may have a property
01:47
that just doesn’t fit in
01:49
production rate. So, actually,
01:49
it’s not a waste of time by any
01:51
means. So, it’s a great
01:52
process. We’re going to show
01:53
you how to step into it to be
01:54
comfortable for success and in
01:56
addition to be able to have a
01:58
production based system in your
01:59
software uh that you can use if
02:03
you pull up to a property and
02:05
it doesn’t fit that industry
02:07
production. So, um any comments
02:09
or questions or thoughts before
02:10
we really dive in and really uh
02:13
unearth what the process of
02:14
creating production rate based
02:15
estimating system looks like
02:17
and how really easy it can be
02:19
Yeah, it’s uh it’s a little bit
02:21
of a task when you’re first
02:22
starting to do this but uh very
02:24
similar to kind of what you
02:25
said when I built this system
02:28
at least for my company a
02:30
maximum lawn care. Um a sales
02:33
guy and was able to pass off
02:35
probably about 90% of the sales
02:37
tasks to him where he was able
02:40
to just quote things, you know,
02:41
go go visit the customers. Of
02:42
course, that’s sometimes a big
02:44
time thing but actually get
02:45
these quotes measured and and
02:48
sent out. You know, I obviously
02:50
reviewed some of the larger
02:51
ones and and a ton of the
02:53
estimates that he was sending
02:54
out originally at the beginning
02:55
when he first started but
02:56
eventually he trusted the
02:58
system he was winning the
03:00
quotes. We are making money on
03:01
these jobs So, he was able to
03:03
just basically take what was
03:06
taking about 75% of my day uh
03:07
and and weeks off my plate with
03:10
kind of one fell swoop. So,
03:11
very very important task to to
03:14
to dive out in in your company
03:18
Perfect. Here. It look like we
03:19
had a little time here. I was
03:20
going to use that but um I
03:22
don’t think that’s going to
03:22
actually work what I wanted to
03:23
do but um where I’m going with
03:26
the timers, we’ve got I’ve got
03:27
a hard stop at about
03:28
Thirty-five or 40 minutes. So,
03:30
what I’m I’m going to suggest
03:31
completely, I don’t want to say
03:33
unprepared but unprepared for
03:34
this this Facebook Live dill
03:36
and I are going to show you how
03:37
you can actually do this in
03:38
about Thirty-five to 40 minutes
03:39
for a couple of services to
03:41
have a stem stem system So you
03:42
up for a challenge brother kind
03:43
of unscripted but let’s see
03:45
what happens. Alright, I’m sure
03:46
we can bang it out in 30
03:48
minutes. Let’s do it. I think
03:49
we we can do it. I think can do
03:50
it. We’ll we’ll see if you’re
03:52
watching live or recorded Uh
03:52
we’ll we’ll to make it happen.
03:55
Alright, first thing we’ve got
03:56
is on the screen here below me,
03:58
out of the other side of Dillon
04:00
is the simple growth as the
04:01
blueprint. we’re going to start
04:02
out with the blueprint. We are
04:03
going to actually blueprint it
04:06
out and then, we are actually
04:07
going to go out and build it
04:09
out. So, let’s see what happens
04:11
here. Uh Dylan, how you feel
04:12
about lawn mowing? Good idea.
04:14
We’ll go with it. Yeah, we’ll
04:15
start with that for sure.
04:17
Alright, so the service is
04:18
going to be lawn mowing. We’re
04:19
going to look at a job variable
04:20
custom field. This is we’re
04:22
going to track. We’re going to
04:22
go turf square footage, Mow
04:24
blow and stick edge. That’s the
04:26
area that we’re servicing. So,
04:27
I’m going to go in and create
04:28
church square footage. and I’m
04:31
also going to go in and if I
04:33
don’t know what production
04:34
rate, how do I base? what’s in
04:35
my head? I’m going to go in and
04:37
do lawn mowing. and minutes.
04:43
with the typo Here we are
04:45
definitely disadvantaged by
04:46
typing skills today. So, we’ll
04:48
see what really goes on here.
04:49
This is going to be an
04:50
interesting one. Alright, so
04:52
we’ve got turf square footage
04:53
and I got lawn mowing man
04:55
minutes. So, I’m going to, I’m
04:56
going to, I’m going to pretend
04:57
you are somebody that I’m
04:58
talking to you how to build
04:58
this out. So, Dylan, what is
05:00
the dollar per hour? What do
05:02
you, how much revenue do you
05:03
want to generate per man hour
05:04
here? So, a couple of years
05:06
back, we’re looking to bring in
05:07
at least $50 per man hour.
05:09
Alright, perfect. Second
05:12
question. uh most people don’t
05:13
have this number but I know you
05:15
probably do. You can give me a
05:15
number that’s in the ballpark
05:16
at least. Um do you know what
05:19
it cost you per hour to operate
05:20
before you make a profit as a
05:22
break even and that includes
05:23
our rent, our overhead
05:24
salaries, equipment repairs,
05:26
everything that it cost you per
05:28
hour on average. So, if you
05:29
took that number subtracted
05:31
from fifty bucks an hour will
05:32
be left as a profit on the end.
05:34
Yeah so our our break-even was
05:36
in and around 36 bucks per man
05:38
hour. Alright, perfect. So,
05:39
let’s Let’s make an inch. 3650.
05:43
Alright. and based on square
05:46
footage, minutes in your head,
05:48
what would be the maximum
05:49
amount of or actually what is
05:51
the minimum amount you would
05:52
charge to show up to cuddle on.
05:53
So, I’m assuming there’s gotta
05:54
be a minimum for you to take
05:56
that mower off that truck.
05:57
Yeah, yeah. There was
05:58
definitely a minimum. Our
05:59
minimum was $35. That was the
06:02
lowest we’re going. even if
06:02
it’s a little postage stamp on.
06:04
perfect. So you gotta see what
06:06
happens here. Now based on your
06:08
$35 is your minimum to show up
06:09
and your $50 an hour goal. I
06:11
can tell you that .7000000
06:13
hours for one person is the
06:14
maximum amount of time you can
06:15
you can So, you might be
06:17
wondering, what is .7 hours?
06:19
Well, it’s actually 42 minutes.
06:21
So, if you had a Two-man crew,
06:22
that Forty-two would be divided
06:24
by two. So, what we’ve set is a
06:26
minimum threshold to show up a
06:28
maximum amount of time, a
06:29
budget of time that we can take
06:31
and a projected profit about
06:34
27% and next question is based
06:37
on your experience, let’s say
06:38
you’re using a sixty-inch
06:39
mower. We don’t have to have
06:40
exact numbers here but we’ll be
06:41
the maximum area to mow blow
06:43
and stick edge for that 35 dash
06:46
Is it 7005000 square feet? What
06:49
do you, what would that be if
06:50
we’re building this out live
06:52
here. Yeah. So, so for that
06:54
minimum rate, it wasn’t much
06:54
square feet that we would
06:55
actually cover for that. Uh it
06:56
was literally about 3000 at the
06:58
moment. Okay, perfect. Probably
06:59
probably weren’t using a sixty
07:01
inch on that size lawn but you
07:02
get the point. Yeah, we’re just
07:04
diving through and we’ll see if
07:04
we can build this live. So, I’m
07:05
going to say every thousand
07:06
square feet over my first 3000
07:08
square feet as my base price
07:11
here Let’s let’s just say
07:15
you’re unsure of what it would
07:16
take for the extra thousand but
07:17
you know, you can definitely
07:18
get 3000 conservatively done.
07:20
So, I’m going to say, let’s
07:21
let’s do a little math Dylan
07:22
and take that .7 and divide
07:23
that by three parts a thousand.
07:25
So it actually be the maximum
07:26
amount of time on average. if
07:27
you didn’t get more efficient.
07:29
So, if you’re just focusing on
07:30
the small lawns and maybe a
07:32
commercial push mower, the .23
07:34
man hours. So, the reason why I
07:35
want to plug that in there is
07:36
it based on that times your
07:38
fifty bucks an hour, you would
07:39
have to be charging $11.60 per
07:42
thousand square feet to Now, we
07:45
could back that down and I’m
07:46
guessing on an industry
07:48
average. So, you’re probably
07:48
going to be closer to maybe .14
07:49
because most of the blowing
07:51
edge, if it’s just a small
07:53
property is already taken care
07:54
of in that first 3000 square
07:55
feet. So, we’ve got, that’s
07:56
exactly what I was going to
07:57
say. We did get quite a bit
07:58
more efficient after that. the
08:00
base, you know that the base
08:02
covers a lot of like the
08:03
unloading and stuff like that
08:04
so. Absolutely. So I’m going to
08:06
do is that so that would be our
08:07
um production rate based
08:09
estimating based on Square-foot
08:10
but you may like I don’t trust
08:11
that I’m not exactly 100%
08:12
positive It’s a good starting
08:14
point. Let’s build out one for
08:17
time based. So, we’re still
08:18
going to have the same base.
08:19
Thirty-five bucks a cut um but
08:21
what’s going to happen here is
08:22
I’m going to take the .7 man
08:25
hours and actually see how many
08:26
minutes once again, that was 42
08:27
minutes. So, when you’re using
08:29
your mobile phone, you plug
08:30
that number in to the on-site
08:33
estimate for if it’s between
08:34
one and 42 minutes, it’s still
08:35
going to be $35 base price.
08:37
Then I’m going to say every 1
08:39
minute over 42 minutes is and
08:41
if we use the math 1 Minute
08:44
divided by sixty. That’s part
08:45
of uh our .00 .02 Well, that
08:49
math has already happened. So,
08:50
it’s 83¢ a minute which makes
08:52
sense because if you’re
08:53
charging sixty bucks an hour,
08:54
it’ll be a dollar a minute. So,
08:57
for every Eighty-three you’re
08:57
charging, it’s going to cost
08:58
you 6083. So, now, we’re going
09:00
to have the ability to build
09:01
out a production rate based
09:02
estimating system based on
09:03
square footage or minutes and
09:05
now, we’re going to show you
09:06
how to compare those inside the
09:07
software. So, uh I think we got
09:10
time to build out maybe one or
09:12
two more services Um how do you
09:15
feel about mulch? You want to
09:16
roll with mulch? That’s a good
09:17
one. Uh yeah, That’s that’s a
09:19
great one. Okay. So, we’re
09:21
going to do mulch installation.
09:29
uh reason why I picked mulch
09:30
installation is I’m going to do
09:31
it as a bed square footage um
09:33
but I want to talk about how do
09:35
we tackle product pricing in
09:37
it. So, how do we cover the
09:38
cost of mark on the product and
09:40
build that all in. So, I’m
09:42
going to do this as dread
09:43
square footage tradition. We’ll
09:45
break this down one, two, and
09:46
three inch increments and we
09:48
would plug in the square
09:49
footage based on um that
09:51
process here so we could do
09:53
mulch installation at one inch
09:57
and I’m going to your and your
10:00
3650 as my numbers. Now, this
10:05
can be done is the cost per
10:07
cubic yard basically per yard
10:10
or you could be cost per bag
10:12
and on average, you find about
10:13
thirteen and a half two cubic
10:14
foot bags would equal a yard of
10:16
mulch. So, we’re going to just
10:17
go on the high side for an
10:22
actual yard of mulch. Mulch
10:24
will come out of the dump
10:25
truck. So, I’m going to say in
10:27
my market, it’s going to be
10:27
running about 38 Ball part of
10:29
our like a double ground
10:31
premium hardwood mulch. So,
10:34
first thing I’m going to ask
10:35
you once again, Dylan is is
10:36
there a minimum? Is it a one
10:37
yard, two yard, three yard
10:38
minimum or are you just going
10:40
to go out for one yard of
10:41
mulch? Yeah, so uh I don’t know
10:43
what it is about Canada but
10:45
mulch prices here where we’re
10:46
significantly higher than
10:47
everything I’ve seen in the
10:47
states so. okay. so we did have
10:49
a one yard kind of minimum that
10:51
we’d go for it. Okay, so we’re
10:52
going to between one and 300
10:55
square feet. It’s going to be
10:57
one yard at one inch and um
10:59
let’s say we’re going to charge
11:01
$120 a yard per yard, installed
11:03
labor and materials and markup,
11:05
okay? So, what I’m going to do
11:07
is go in and say, you know
11:08
what? on average, my guys and
11:10
girls out there, we’re knocking
11:11
out of mulch bulk at 1 hour.
11:13
So, I’m going to use that
11:14
average. I know, I know that in
11:15
my head that’s conservative.
11:17
We’re not hitting that we got
11:17
issues and if you’re blowing it
11:19
in uh obviously it’s going to
11:20
be a more productive rate.
11:21
Bagged mulch is probably going
11:23
to be closer to about
11:24
Forty-five to 50 minutes per
11:24
yard uh with cleanup. So, we’ve
11:27
got that in there and what
11:28
we’ve done is we’re going to
11:30
come in and customize our
11:32
formula and add that mulch in
11:34
there. So, now, labor and
11:36
materials, it’s costing you
11:39
$74.56 to install and charge
11:41
for the product and I’ve got
11:43
about a 37.87 37.87% profit
11:46
margin which is interesting
11:47
because when we drive back up,
11:48
our other ones are consistent
11:50
at Twenty-seven. So, we start
11:51
to see that benchmark of our
11:52
profit percentage projection.
11:54
If all things go right then I’m
11:55
just going to say every 300
11:57
square feet over the first 300.
12:00
That’s another yard of mulch at
12:01
one inch. Is that 121 hour? And
12:06
boom, we’ve got it Now, every
12:09
every 300 square feet equals a
12:10
yard of all. So, we’re going to
12:11
go in and now build this
12:14
processes here and we’re uh
12:15
well, we’re we’ve still got
12:16
about 35 minutes here so I
12:18
think we we might uh might be
12:20
able to knock this out pretty
12:22
quick here. So, I’m going to
12:23
going to go in and two inches
12:25
of mulch
12:28
people will probably look at
12:29
this and go, well, Mike, why
12:30
are we only changing the square
12:32
foot area? Well, the area as it
12:35
shrinks is still covering the
12:36
mulch because we’re covering a
12:37
higher death but on average,
12:38
it’s still going to take just
12:39
as long to carry it and set up
12:41
that product material. So, what
12:43
we’re doing is to shorten the
12:44
area because the depth of the
12:45
mulch is going higher. All the
12:46
other variables are going to be
12:48
the same
12:52
I don’t think we’ve ever done
12:53
this and this is uh this is
12:56
interesting here. We’re we’re
12:56
going to see if the kids can
12:57
get this done in time. Yeah, I
12:59
think this might be a new
13:00
record. It’s uh I don’t know.
13:02
I’m I’m going to I’m going to
13:03
go stand the stern with this
13:04
one. I think I’m actually going
13:05
to uh build it out inside
13:07
service autopilot with custom
13:08
field variables and uh it kind
13:11
of permits. I might even make
13:12
an outside estimate for to show
13:14
you how you get that out of
13:14
your head and in the system. Oh
13:16
lord. Oh yeah we’re the
13:17
pressure’s on brother. We gotta
13:18
get the time clock on here. We
13:19
gotta we gotta figure out how
13:20
to do that next week. I think
13:21
this this works and it’s not a
13:22
complete disaster. We might
13:24
have to do this. So, we’ve got
13:25
lawn mowing based on square
13:26
footage and demand minutes.
13:27
I’ve got mulch installation
13:29
one, two, and three inches. and
13:31
uh give me one more service,
13:33
Dylan and then we’re going to
13:34
build this out and create a
13:35
whole workflow from stem to
13:38
stern. Uh another popular one
13:40
for us was aeration aeration.
13:43
Alright,
13:48
Why don’t uh yeah. Yeah. Let’s
13:51
let’s go with aeration. I don’t
13:52
I don’t mind that one. Let’s
13:53
let’s uh or if you want to flip
13:55
over the winter, we could do
13:56
some some snow blowing whatever
13:58
you prefer. Oh brother. It
13:59
looks like 85° out. We can’t
14:01
get snow blowing right now.
14:02
Actually, it’s about time to
14:03
start those bins though, isn’t
14:04
it? Yes it is. It is Alright.
14:09
So we got aeration, square
14:10
footage. You know what? Yeah,
14:12
let’s I think think is
14:14
completely unscripted. Uh I’m
14:16
okay with this. Let’s do a
14:17
little snow plowing. Okay. Uh
14:18
and and let’s mix it up. So,
14:20
we’re going to make it probably
14:21
the most difficult way of snow
14:22
plowing. You can do it. We’re
14:23
going to do per per inch. Yes.
14:25
What do you think? Uh yeah,
14:27
yeah, let’s do it. I’m trying
14:29
to I’m pulling up my my
14:30
previous company here. I’m
14:32
trying to see exactly what I
14:33
was charging. Oh, alright.
14:35
that’s it. Roll it. roll it.
14:37
You know, the kid kid did a
14:39
couple of notes, snow
14:40
magazines, a lot of landscape
14:41
magazines on snow and ice
14:42
removal so I think we can
14:43
handle it. Alright so we’re
14:44
going to go em up. Let’s say
14:48
from zero inches to two inches.
14:53
full transparency. We never had
14:55
this. um plowing in our market
14:58
because it’s the third largest
14:59
um snowfall market in the
15:02
United States. So, it was not
15:05
exactly uh feasible to to do it
15:08
this way but this is very
15:09
common in a lot of areas in the
15:11
country. Uh so, let’s go in.
15:12
let’s say maybe our base price
15:14
is a 10 thousand square foot.
15:16
That’s the largest area will
15:17
plow I don’t know. We we’ll put
15:21
uh. will you want some? You
15:23
want some concrete numbers
15:24
here? Yeah. If you want to give
15:26
me, let’s roll them. Okay. so
15:27
our our minimum uh we we did
15:29
some small lots was actually
15:30
fifty bucks per per visit.
15:32
Okay. And that covered up to a
15:34
5000 square foot lot. You got
15:36
this is a tractor driven Uh PTO
15:38
snowblower in the back of the
15:39
tractor, right? Uh so this
15:41
actually flipped over to the
15:42
the commercial snow plowing.
15:44
Okay, sweet. sweet. Okay. Um in
15:46
my market, we’re about 150
15:48
bucks per machine. Where were
15:49
you guys at Ballpark? Uh well,
15:52
for this specific thing, we are
15:54
only allocating .15 of a Man
15:57
hour. Yeah, I’m just talking
15:58
your uh dollar per hour
16:00
revenue. Um yeah, we were we
16:04
were in and around there. Uh
16:05
okay, we’re probably actually a
16:06
little bit closer to 200 for
16:08
the commercial. Okay, let’s
16:10
throw that in there. Let’s see
16:12
what’s in Eighty-five and uh
16:13
how many hours did you save for
16:14
the first 5000 or machine
16:16
hours? Uh .1 .15 so they’re
16:18
getting out there pretty quick
16:20
for sure. Let’s keep this one
16:22
somewhat simple. Every thousand
16:22
over the first What are we
16:25
charging for? thousand For how
16:27
long? Uh so, we were about five
16:29
bucks. Uh extra per per 2000.
16:35
Okay. So, let’s make it $2.50
16:38
per thousand. We’ll keep it
16:39
simple here. Alright. so we got
16:46
Oh, look what happened. We’re
16:48
I’m throwing some fictitious
16:48
numbers in here. This is why
16:50
this is actually good to see.
16:51
So we can refine it. It’s every
16:54
thousand square feet. If we
16:58
charge 250, it’s still costing
17:00
us. $5, $2.55 and Eighty-five.
17:02
So, let’s take a look at that.
17:03
Let’s say, okay, based on that,
17:06
let’s say it’s a minute per
17:07
thousand. I’m guessing it’s
17:09
actually a little more
17:09
efficient. Now, we’re charging
17:11
258 .85
17:15
Paul says uh here in Texas, the
17:17
lawns are knee high. How are we
17:20
supposed to charge those lines?
17:21
So, Paul, pay attention to the
17:22
hourly price right here uh on
17:24
the top when we build this out,
17:26
the lawn mowing man minutes and
17:28
then we’ll show you exactly how
17:29
you do that. Um only thing knee
17:32
high right now in New York is
17:34
the uh corn. So this is
17:36
interesting. So, we’ll see
17:36
where we’re going. It’s got
17:37
zero to two and then I’m going
17:39
to basically copy and paste
17:40
this and just go out. uh let’s
17:42
say three different increments
17:43
here and the rest would be
17:43
hourly. So, I’m going to say
17:46
No. from two. 2.1. to four
17:52
inches.
17:59
Let’s just say ballpark. Now,
18:00
our efficiency has gone down to
18:03
.15 man hours. I can only plow
18:07
three 500 square feet.
18:16
It’s going to cover every 750
18:17
after that. I’m not doing the
18:20
math out of the correct math
18:20
but you get the idea of the
18:22
area we cover is shrink the
18:24
same amount of time. Um so,
18:25
obviously, we’re building this
18:26
out 100%. we would be cranking
18:28
some math on industry averages,
18:29
our numbers out of the software
18:30
but for the actual setup, uh I
18:32
definitely don’t have time in
18:33
the next 30 minutes to to do
18:35
that math and get this out the
18:36
door um but we’ll see what
18:38
happens here. So, I’m going to
18:39
go in and build this out for
18:40
4.1 to let’s just say six
18:44
inches and obviously we’ll
18:45
probably go 6.18 and anything
18:47
or eight inches would be an
18:48
hourly rate. Uh so and now,
18:51
this is going to go down to
18:53
2700 square feet and this is is
18:55
maybe every 500 square feet and
18:57
then, I’m going to say
19:02
Six point 6.1 Plus. Inches.
19:10
You know, I’ll I’ll leave this
19:11
part up to you for sure. Uh we
19:14
were we were kind of all in
19:14
here. It didn’t matter how much
19:16
it snowed Same exact same exact
19:18
thing in New York, brother but
19:19
every market is different. So,
19:20
I’m going to uh I’m going to
19:21
show something that’s in the
19:22
Midwest and some of the lower
19:23
snow markets. This is pretty
19:26
common. So uh yeah it didn’t
19:27
matter if we had one inch or we
19:28
had uh ten inches We we we were
19:31
all in Alright, perfect. So, we
19:34
got him in here and I’m going
19:35
to make a note here. This is
19:37
just going to be 150 an hour. 3
19:44
hour. minimum.
19:51
Alright, you’re ready to start
19:52
building this thing out? Yeah,
19:54
let’s do it. Alright. So, so
19:57
we’re going to go into is
19:58
service autopilot. First thing
19:59
we need to do is create the
20:01
custom fields. Those are the
20:02
job variables that we’re
20:03
tracking.
20:07
and remind me to clean up this
20:08
test account when we’re done at
20:09
some point so we can keep these
20:11
custom fields to a bare
20:12
minimal. Uh I’m going to, I’m
20:14
going to put zero zero in front
20:15
of these just so we can find
20:17
them quickly because this test
20:19
account is starting to grow in
20:20
massive amount of custom
20:21
fields. Once again, So, I’m
20:24
going to this from our
20:26
blueprint and drive it in here.
20:28
Custom field is now going to be
20:30
associated with the customer,
20:31
not the property and number and
20:33
we’re going to try to be in You
20:37
know, I happen to forget to put
20:38
the zero zero numbers in here.
20:40
Dylan, give me a virtual slap
20:41
on the wrist so I don’t miss
20:42
him here. I’ll do my best. My
20:45
eyes, my eyes aren’t the
20:46
greatest but I can I can still
20:47
make out the little screen.
20:59
Alright. So now we are on our
21:02
mulch. So, one inch square
21:05
footage number and if anybody’s
21:07
wondering like why he’s putting
21:09
a number and associating it to
21:10
a customer. Um obviously, the
21:13
data that we’re going to be
21:14
putting and storing in these
21:15
fields is going to be uh a
21:17
number uh but then these aren’t
21:19
system wide fields. These
21:22
fields live on every customer’s
21:24
file within the system. So,
21:26
missus Jones and and Fred down
21:28
the street are going to have
21:28
different in their file based
21:31
on how much mulch they want or
21:33
how large or small their their
21:36
lawn is. So, it’s great
21:39
customer specific sweet. glad
21:41
to clarify that. So, what I’ve
21:42
done is I’ve created this
21:44
custom fields of variables,
21:45
square footage, number of man
21:46
minutes. So, this is going to
21:47
tackle um question and we’ve
21:51
done mulch square footage based
21:52
on one, two, and three inch
21:53
depth and we also did our snow
21:55
plowing square footage area.
21:57
Now, that’s going to be just
21:58
generally how big is that
21:59
parking lot and I’m going to
22:01
save. So, the next thing we do.
22:03
Um TimeWise isn’t going to
22:05
allow us but we would be
22:06
building out in the background
22:08
three separate documents. So,
22:09
an Email that sends the
22:11
estimate or bid to the client
22:12
and estimate document where
22:13
prices are in there. Hopefully,
22:15
some hold harmless clauses for
22:16
slip and fall if you have snow
22:17
and ice removal and then an
22:19
estimate acceptance that
22:20
automatically comes out when
22:21
you send that estimate. So, you
22:22
obviously need to have that
22:23
built out if I have time but
22:24
who knows we’ve got a few
22:26
minutes here. We’re going to be
22:27
under the deadline here though.
22:28
The next thing is we’re going
22:29
to actually go out and create
22:30
these services. So, we’re
22:30
creating that. We’ve created
22:31
this simple blueprint. We
22:33
blueprint it before we create
22:34
it, we created our custom
22:36
fields. Now, we’re going to go
22:37
into services and those zero
22:40
zero is in front of the custom
22:41
fields and services. I’m here
22:42
just so I can find it a little
22:44
bit quicker uh because there’s
22:47
130 services almost in this
22:48
thing. So, we’re going to need
22:50
to know um how to find it
22:53
quickly since uh we we are the
22:55
timer. We should have talked
22:56
about this before we actually
22:57
got in this. Dylan, what do we
22:59
get in there? So, I’ve got my
23:03
lawn mowing square footage but
23:04
I’m actually going to start out
23:05
with a parent service of lawn
23:07
mowing and for time, I’m just
23:10
going to cut this down here.
23:15
The things I’m going to need is
23:16
a code, a service mode, invoice
23:19
descriptions, sowing into an
23:20
income account, especially if
23:21
you’re using Quickbooks and an
23:23
estimate description. and I’m
23:26
going to do this one for weekly
23:28
lawn mowing.
23:34
foods. Mowing. trimming.
23:42
and blowing off of the hard
23:46
surfaces. really get into this
23:50
one. We’re actually putting
23:51
estimate descriptions too.
23:52
We’re going to see if we have
23:53
to make the timer. I think we
23:54
got it though. Alright, perfect
23:56
and I’m going to hit save new.
23:57
Now, we’re going to dial into
24:02
are next service which is lawn
24:04
mowing to square footage. So,
24:06
this is our production based
24:08
system here and I’m going to go
24:09
in and just pop this down. Use
24:11
estimates only and now, I’m
24:13
going to go in and grab my
24:14
custom field which was my 003
24:17
square footage and from one,
24:19
two, let’s see what Dylan said
24:21
here. One to 3000 square feet
24:23
was Thirty-five bucks
24:29
. .7 Miles an hour. It’s 2555
24:32
before profit. and every 1000
24:36
square feet over my first
24:37
thousand square feet which was
24:39
my base price is now $7 and .14
24:44
Hours and this last line here,
24:47
they’re filling out. I feel
24:48
like confuses a lot of people.
24:50
Um I’ve had a ton of confusion
24:51
on calls that I do where I
24:54
don’t really understand what
24:55
that last line that you just
24:56
feel that actually accounts
24:58
for. Yeah, definitely. Well,
25:00
this in. Why don’t you
25:01
demystify what that line is And
25:03
you might also want to talk
25:03
about how we can open up new
25:04
price breaks per acreage as
25:07
well. Yeah. Yeah. So, so what
25:09
Mike’s doing in the in the
25:11
Matrix um uh column there is
25:14
he’s associating first uh the
25:16
custom fields that we made to
25:17
the specific service. So what
25:19
variable do we need the the
25:21
data point for in order to be
25:23
able to calculate the price for
25:25
the service So for the lawn
25:27
mowing based off of square
25:28
footage need to have measured
25:31
the the lawn to do that. So,
25:32
that’s great for lawns where
25:33
you know, ideally, you can
25:35
actually see it from the
25:36
satellite image and maybe you
25:37
actually don’t even need to go
25:38
out there. Um so, so the first
25:41
line item is what’s going to
25:43
cover your essentially your
25:44
base price. So that one, two uh
25:47
roughly I think 3000 square
25:49
feet is what we said for that
25:50
Thirty-five bucks. Yes uh the
25:53
last line item is actually
25:54
what’s going to cover you to
25:56
infinity. Um so you you want
25:57
this pricing model to work
25:59
We’re measuring out a 3000
26:00
square foot property or a three
26:03
acre property or you don’t want
26:05
the pricing model to break
26:07
after a certain point. So, that
26:07
line item really covers you to
26:09
infinity by saying for an extra
26:12
amount of square footage on top
26:13
of the base price that we’re
26:15
charging, what are we charging
26:16
for each additional increment
26:17
of square feet? I think you got
26:21
it brother. And uh we are on
26:21
the mulch installation. We are
26:23
officially into service number
26:25
two. right now and we’re
26:28
building out our parent service
26:29
and then we’re going to break
26:29
out three additional services
26:31
below that how to actually um
26:34
do the mulch depth. and while
26:38
you’re doing that, I’ll kind of
26:39
explain that the parent’s
26:41
service um relationship between
26:43
the original service you’re
26:44
building here and then the sub
26:46
services because the parent
26:48
service is essentially what the
26:49
customer is actually going to
26:51
see. So, when you submit the
26:52
estimate or when you schedule a
26:53
job, we don’t want those twenty
26:55
different variations or in this
26:57
scenario, three variations of
26:59
mulch kind of clogging up the
27:00
system potentially. We just
27:01
want to know um mulch
27:03
installation and that’s all the
27:05
customer needs to see. You’re
27:05
going to apply based on your
27:07
expertise. Um how how much
27:09
mulch it actually needs the
27:10
subs are used to uh essentially
27:15
calculate based on which depth
27:17
you’re actually doing but
27:19
they’re very valuable to arrive
27:21
at an price but you don’t
27:23
necessarily want the customer
27:24
to have to see all these things
27:25
such as if we’re quoting the
27:27
lawn, mowing the lawn, mowing
27:28
man minutes or we’ve actually
27:30
measured the property that’s
27:31
just kind of noise. The
27:32
customer just needs to see what
27:34
you’re actually charging them.
27:35
Um so, that’s kind of the
27:37
difference between the the
27:38
parent service which is what’s
27:40
going to be shown to the
27:40
customer actually gets
27:42
scheduled and the suburbs which
27:44
you can use as variables to
27:46
help calculate the the end
27:47
price of the customer’s going
27:49
to see when you said it better
27:51
myself and we are on to two
27:52
inches of mulch right now live
27:54
here Uh building it out in
27:56
probably about 35 minutes total
27:57
how to actually uh knock this
27:59
out. So, Dylan on the clock,
28:01
we’ve got about fifteen to 20
28:03
minutes left. I’ve got a call
28:03
at the top of the hour So we
28:05
are uh we’re down to crunch
28:07
time here so we’ll see what
28:09
happens here and I’m literally
28:11
transferring over from the
28:12
simple growth blueprint here.
28:13
If you’re wondering, I’m
28:14
pulling these numbers out of
28:15
right here. 120 Bucks, 1 hour
28:17
to put it in labor materials
28:18
and overhead 7456 and that’s
28:21
what we’ve got going in here.
28:23
and I know for every yard over
28:25
that first 200 square feet of
28:28
two inch depths now at an
28:29
additional hour and 7456
28:33
Alright, now, we’re getting
28:34
into our three inch mulch and
28:36
look at that. It’s the same
28:37
thing, Dylan. It’s just that
28:38
square foot. It’s a shrunk. So,
28:42
here we go.
28:46
I don’t think this has ever
28:48
been done live. Yeah, this is
28:51
this is great stuff. I’m sure a
28:52
lot of people watching have at
28:54
least a couple services that
28:56
they don’t have this built out
28:58
for him. You know, it’s relying
28:59
on the owner or someone with a
29:00
ton of experience to to get the
29:03
price for these services which
29:04
could be a pretty big
29:05
bottleneck. if you’re trying to
29:06
get out, you know, ten or 2020
29:07
quotes a day or a week. I mean,
29:10
456. Alright, you know what? I
29:11
think we may have time to build
29:11
an outside estimate for you and
29:13
I think this is uh it’s maybe
29:15
Google we’re coming close here
29:16
but I think we’re going to be
29:17
able to do it
29:21
Oh, wait a minute. Through the
29:22
wrench and we had snow plowing
29:24
too. This this this will be
29:26
interesting. Alright, let’s try
29:29
our snow plowing from from one
29:30
to two inches and we’ve got
29:32
about 19 minutes left on the
29:33
clock here brother. Cut it
29:36
close. Got it close. You’re
29:38
watching us live right now. We
29:39
are building out uh more than a
29:41
few services live. Um
29:46
simple, simple pricing
29:48
structures but you know, you
29:49
don’t need to have a big,
29:50
complicated pricing matrix
29:52
unless like you mentioned
29:53
earlier, there’s some price
29:54
breaks. So, you know, over an
29:56
acre of parking lot or three
29:57
square feet, you know, you
29:59
significantly reduce the rate
30:01
which does tend to pop up. Um
30:04
you know, you you typically
30:05
can’t have a linear pricing
30:07
model or else you’re going to
30:08
lose every massive lawn care
30:10
bid that you send out where
30:11
you’re trying to price uh a
30:13
three acre lawn the same way
30:15
you’re trying to price uh a
30:16
3000 square foot lot. I’m just
30:17
just transferring this here
30:18
from the growth Blueprint but
30:19
we are uh we’re building a
30:21
price per per inch contract
30:23
which is probably one of the
30:25
most confusing things that
30:27
people try to build out. So, I
30:29
don’t, we might have been off a
30:30
little more. We chew here but
30:31
we’ll we’ll see. I think I
30:32
think we might got it. Alright.
30:36
I’m rested for this one here,
30:37
brother. We just go into this
30:38
one at first What do you think
30:40
we keep this up on a weekly
30:42
basis and we work on when do we
30:43
put a timer and see if the kids
30:44
can uh get it done before the
30:47
timer runs out. I like the time
30:49
Crunch idea II don’t it. I
30:52
don’t hate it at all. Little
30:54
pressure midweek. I think we
30:55
can do it.
31:05
So, these are going to be a
31:07
little bit trickier here. So,
31:10
alright and it’s going to be
31:11
based on parking lot square
31:13
footage. and one, two, what is
31:17
our second increment to 3500
31:20
square feet? is fifty bucks.
31:23
.15 And what was that Costs for
31:25
profit here? $12.75. and every
31:31
thousand. I actually it is not
31:34
every thousand. Uh let’s see
31:36
here. We had a thousand and
31:39
drop down. So, now that the
31:41
snow is deeper, it is taking
31:45
more time. So, instead of a
31:46
thousand square feet, we are
31:47
only be able to cover 750. So,
31:50
our production is actually gone
31:51
down and we are charging $2.50
31:56
and it’s taking us 1 minute so
31:59
I obviously need to check your
32:01
production rate especially on
32:02
the snow stuff here. This is
32:03
not uh 100% by anything but we
32:06
did uh want to give you some
32:08
examples you can run with. So,
32:09
definitely check your
32:09
production. It’s something you
32:10
definitely do not want to run
32:12
with these numbers here from
32:13
plowing uh because they are
32:14
definitely not 100% accurate
32:17
Yeah, yeah. Not not financial
32:19
advice here by any means but
32:21
this is how you build it out
32:22
and uh obviously if you end up
32:23
working with simple growth, we
32:24
can help you get those exact
32:25
numbers. That’s not a tough
32:27
thing. We do this every day all
32:29
day. So, if you’re wondering
32:31
where these numbers are coming
32:32
from like obviously these are
32:34
fictitious but if you’re like
32:35
this sounds great. I want to do
32:37
this for my my own services. Um
32:38
maybe you don’t have access to
32:39
the industry averages like we
32:42
Um it’s it’s actually not
32:44
incredibly complicated. You can
32:45
really simplify it and just
32:46
look at the recent service that
32:48
you’ve done that you think is
32:49
is priced fairly and do a
32:51
little mini time study on that
32:53
property whether it’s snow
32:54
plowing or lawn mowing,
32:55
whatever that is and just see
32:57
like how long is it actually
32:58
taking and what is the size of
32:59
this property and usually with
33:01
those two variables, you can
33:02
start to build up some type of
33:05
pricing model here One and
33:09
Eighty-five 85¢ Alright, So,
33:11
one more to go. What is our
33:13
hourly rate? We need to put our
33:15
hourly rate in of snow plowing
33:17
six plus inches Alright. So,
33:20
I’m going to put this in here.
33:22
and
33:35
Dylan. It just dawned on me,
33:36
brother. You didn’t. Uh we’re
33:38
under the gun here and you
33:40
didn’t. Um You didn’t warn me
33:44
that these actually, if I’ve
33:45
been thinking I’ve been marking
33:46
the snow ones off as uh what do
33:50
you call it?
33:53
as estimate only we can’t use
33:54
them. An estimate only for push
33:56
for push. So, this might be our
34:00
own demise here, brother. We
34:01
gotta see. I gotta go back and
34:02
update for this real quick.
34:06
Alright, let’s see what we got
34:08
here. We have You have any
34:11
services in our test account?
34:15
Uh
34:20
There it is. here. So, we’ve
34:22
got our zero to two Let’s just
34:25
make sure uh you know what? I
34:26
did it. I did do it. Okay.
34:28
Okay. I think we’re good. Let’s
34:29
double check here. Make sure
34:32
before we go and start building
34:33
this out. Oh, I’m I’m talking
34:35
and implement here. Uh uh four
34:39
to six would have been would
34:40
have been the killer. Alright
34:43
and then if these are services
34:45
that you’re ever planning on
34:46
actually like dispatching and
34:48
scheduling, just make sure that
34:49
you do click off the uh
34:50
dispatch Correct. Yes. Good.
34:53
Good call. Alright. So, we
34:54
built all our services out.
34:55
We’ve got lawn mowing based on
34:57
time, lawn mowing based on
34:58
square footage. We got mulch at
34:59
123 inch depth with product
35:01
markup and process and we’ve
35:04
tackled the beast of all beasts
35:05
snow plowing per per inch. So,
35:08
um we’ve kind of thrown the
35:10
anomaly in here Dylan. So push
35:13
snow falling, push per inch is
35:15
going to add actually an extra
35:16
step. So you need to go to
35:17
master packages and build out a
35:20
package Alright. So, we are
35:25
going to call this our zero
35:26
zero snow plow for push per
35:33
inch. Showing off my typing
35:34
skills today too. This is uh
35:37
impressive. real date. I’m
35:40
going to make this uh January
35:43
of 2022 and I’m going to scroll
35:50
back up here and
35:58
Brad my services for time sake.
36:00
I’m just copying and pasting
36:02
because uh you know, what about
36:03
3540 minutes and knock this out
36:05
12 minutes on the clock last 12
36:07
minutes to go drop dead time.
36:10
This is it. This is going to be
36:12
a quick or a tough one here.
36:14
Let’s see what happens. I think
36:16
this uh master package might
36:18
have been the uh the service
36:19
that killed us. I think I got a
36:22
little too aggressive but I
36:23
think we might have it still.
36:24
Yeah I mean I’m I’m budgeting
36:26
in like 5 minutes for the
36:27
on-site estimate for 5 minutes
36:29
to to quickly measure and pull
36:30
up a quote and I mean we should
36:31
be Pretty close.
36:47
So, I’m like a fertilization
36:48
package. These dates aren’t
36:51
quite as important um because
36:53
we’re this is more so like how
36:56
to display these services in an
36:57
estimate. This isn’t actually
36:59
how you’re going to be
36:59
scheduling it. Uh service
37:01
autopilot, we’re working the
37:02
system the way it wasn’t meant
37:03
to be work but it works pretty
37:04
damn well to display this.
37:07
Alright, so save the changes.
37:09
We are good. We got our package
37:13
What’s up, man? It’s uh
37:17
treatment and it is prior to
37:18
the start date. Which one do we
37:20
have? Andy’s Pryor. 3031. 2021.
37:33
She’s not what we’re missing
37:37
here kids. Uh can you make this
37:40
screen share screen a little
37:42
bit bigger? I can probably do
37:44
that for you. Look at that. At
37:48
623 to 261. 2131. Are you
37:54
seeing it? Done? Um and it is
37:58
prior to the start date. II.
38:00
Wish I could see it a little
38:02
better. It’s still a little uh
38:03
small in the corner of my
38:04
screen. Uh let me uh our uh our
38:09
mugshots here are taking up the
38:10
majority of my screen. anyways.
38:12
Oh yeah, good looking kids. You
38:14
gotta put them out there
38:15
sometimes. Alright, let’s see
38:17
if I can get this bad boy to a
38:20
treatment and date is prior to
38:21
the start date. It’s not like
38:23
these dates here. Let’s uh back
38:25
this in here. I can’t really
38:28
see but is there any
38:29
overlapping dates? I got 623
38:32
2021 to 601 to 2023. six. three
38:38
to 601. Is that what you said?
38:39
Uh huh. But I’ve got uh I’ve
38:42
got to your app. Okay. Well,
38:45
yeah. let’s see your cap. Then
38:47
I make sure we got It’s not
38:51
like this one. Alright, Well,
38:52
let’s uh. Hey, we might need to
38:54
save the snow to uh at least
38:57
November. Yeah. Well, I’m just
38:59
trying to see why this isn’t
39:00
safe here. I must be missing
39:02
something. I’m not looking. I
39:05
wish I could see a little
39:07
better. Okay, hold on. I think
39:09
I figured it out.
39:14
Um we’ll come back to that one.
39:16
We still have 9 minutes. Let’s
39:18
go back in here. We’ve created
39:20
our services. We need to create
39:21
a job, estimate template, or
39:24
our gear icon. I’ll see if I
39:27
can find the error in that one
39:28
and that’s in the main simple
39:30
growth, right? Yeah. Okay. and
39:35
I didn’t think about that. I
39:36
could’ve tapped on you to give
39:38
me a hand here, huh? I was, I
39:40
was playing dumb for a bit. I
39:43
see. I see. Alright. So, job.
39:45
estimate template is going to
39:47
be the prebuilt template that
39:48
loads each and every time we
39:50
use the estimate
39:56
and we’re going to do both.
39:57
We’re going to add an item and
40:01
we’re going to do our zero zero
40:04
lawn mowing and I’m going to
40:06
add in my per minute and I’m
40:08
going to going to add in my
40:10
footage. So, I’m going to go
40:11
and do
40:20
Lawn mowing church square
40:22
footage and I’m going to add
40:24
another one in here. lawn
40:28
mowing.
40:31
minutes.
40:37
and then, we’re going to go in
40:39
and add our mulch.
40:43
I’m adding these a sub
40:44
services. These are our
40:46
invisible estimate checklist.
40:48
or our clients. So, I did miss
40:52
a couple of those uh
41:01
services don’t with the zeros
41:03
in front of you. So you you you
41:04
failed me, brother. You failed
41:06
me. I think we got it though.
41:09
Do you uh you figure out that
41:11
um On the flip side, I am uh
41:15
just building it out here. I’m
41:17
throwing in the dates and then
41:18
I’m going to test it and
41:19
hopefully uh alright, we’ll be
41:21
good there A team. We still got
41:22
7 minutes. I got plenty of time
41:24
here. Alright, you’re working
41:27
on the bridge. You got it.
41:29
Alright, brother. I’m going to
41:30
go in there and save and close
41:32
this. Actually, you know what?
41:33
I’m just going to open up
41:34
another tab and I’m going to go
41:35
right back in service auto. I’m
41:36
going to create an on-site
41:37
essence form. Let’s push the
41:38
envelope. We’ve got uh 6
41:39
minutes, right? Plenty of time.
41:41
That’s plenty of time. Let’s
41:42
get crazy here. Alright, so
41:44
we’re going to add a form
41:49
right here.
41:54
Hey. And that package saved. It
41:56
might not be pretty but it’s
41:58
there. Alright, let’s go in
42:00
packages and what you call it
42:03
Snow. It’s snow plowing. Very
42:06
original. Oh, there we go.
42:09
Nice. Alright, we’re good.
42:12
Alright. So, we have crossed
42:13
the line with some help from
42:15
Dylan there. So, we’re going to
42:16
save and close that. We have 6
42:19
minutes. This may be a stretch
42:20
but I’m going to at least show
42:21
the methodology of the on site
42:23
Es form and bring it home.
42:33
This this might almost need a
42:35
part two. Yeah, I think it’s
42:36
going to. it’s going to but I
42:37
think uh the the the time is uh
42:40
on our side here.
42:52
I don’t know, man. That the
42:54
timer on the screen might have
42:54
been a little too much pressure
42:56
is on. I’m sweating over here.
42:58
if you can’t tell. So, we’re
43:00
going to take this and map out
43:02
the first name, last name,
43:04
address. This can be done in
43:05
Vtwo. We recommend or Vtwo uh
43:08
over Vthree right now because
43:10
it’s going to give you a little
43:10
more functionality with the um
43:14
mobiles. Yeah and if you’re
43:16
wondering like what is the best
43:18
way to use this Vtwo or Vthree?
43:20
It really depends on which app
43:21
you’re using. Um this this form
43:23
building out in Vtwo. Can’t
43:25
really pull it up in Vthree and
43:26
vice versa. So, if you’re using
43:28
the Vtwo uh mobile app,
43:30
definitely make the form and
43:32
Vtwo as well. So, lawn mowing
43:35
minutes, I’m going to map this
43:36
back to a custom field and
43:41
lawn
43:42
mowing man minutes. I’m
43:43
going to add another one for
43:46
square footage from Mowing.
43:50
You’re a severe disadvantage
43:52
based on my typing skills here
43:53
but I think we still got four
43:55
more minutes. We’re pretty
43:57
close.
44:08
And this is going to be
44:35
Alright. Are we looking time
44:36
wise? We are Uh we got 3
44:39
minutes to go.
44:45
make it three and a half. I
44:47
think we can do it. We got the
44:49
malts and then uh after that,
44:51
we’re looking at what’s snow
44:52
plowing square footage and then
45:04
One more.
45:20
Three more minutes. Uh I think
45:22
we got it. I can’t believe we
45:26
just threw this all together
45:27
and literally 3540 minutes.
45:29
Yeah, we’re at 45 minutes.
45:30
Exactly. It’s about 40. minutes
45:32
after us talking and uh doing
45:34
the thing here. So, on uh
45:37
update lead and we want to show
45:39
on mobile and I think we’re
45:41
good saving clothes. only thing
45:43
that we need to do is we
45:47
already corrected that on a
45:49
template. Facebook Live work on
45:50
it Wednesdays with Dylan and
45:51
Mike. We need to select
45:53
estimate documents and maybe
45:54
hopefully, we’ve got an
45:55
estimate document. We can plug
45:56
this in and actually show what
45:59
this looks like. Um I’m going
46:01
to get that one. Okay? Go
46:05
guarantees folks but we’ve got
46:06
it. Alright. So, what we’re
46:07
doing is we’re going in, we’re
46:08
adding a lead calling in for an
46:10
estimate live over the phone
46:11
but we’re we’re done, we’re
46:13
built but we’re we’re going to,
46:14
we’re going to knock this out.
46:15
We’ve got our good old friend,
46:17
Te Tester. We’ve got him in
46:20
details. He is going to be a
46:21
residential account and under
46:23
sales. How did you hear about
46:24
us? Well, he heard about us
46:25
from the door hanger. We’re
46:27
going to save him. get him in
46:27
there. He is not a duplicate We
46:29
got some duplicate checking. 2.
46:33
minutes on the clock still my
46:34
man. One more go to property
46:37
measurements.
46:42
Maybe. we got the screen share.
46:45
This is uh this is this is this
46:47
is nail biter right now. You
46:49
gotta be patient even though
46:50
there’s only 1 minute left. You
46:51
can’t rush this. Alright, we’re
46:55
good. Alright, I think we’re
46:56
good. We’ve we’ve done it Now,
46:58
we’re actually doing the
46:58
estimate included with this in
47:00
the same amount of time. This
47:02
is insanity. I don’t know if my
47:05
hairline can take this next
47:05
week. Alright, we’re going
47:09
satellite. We’re zooming in.
47:11
We’re doing our turf square
47:13
footage for mowing.
47:27
and this does not need to be
47:28
100% exact. If you’re off by a
47:30
couple even like 100 or 200
47:31
square feet. Uh all of our
47:33
pricing was in ranges. So, it
47:34
doesn’t need to be perfect
47:36
right down to the last, you
47:37
know, inch. we’re saving our uh
47:40
we’re going to plow plow the
47:41
driveway here but and we’re
47:43
going to drive that in and that
47:44
is going to be our parking lot
47:49
square footage. save. Alright.
47:51
Top of hour. I’m going to go
47:53
in. Usually, we go to the A for
47:55
autos but for time, I’m going
47:56
to fill out a form. I’m going
47:58
to search my form for my oh oh
48:00
work on it Wednesday on site.
48:02
So, if I go on and I can’t
48:03
measure it on site, the only
48:05
thing left is uh I’m going to
48:06
go for a two inch mulch here
48:09
and I’m going to say I’ve got a
48:10
700 square foot bed and scroll
48:13
down and hit submit all the
48:14
other options that are here. A
48:16
lawn mowing man, I’m going to
48:16
say this lawn. It’s going to
48:17
take us 22 minutes. That’s it.
48:20
and now, we’ve got a live
48:21
estimate. We can pull up
48:23
complete with job costing,
48:24
production, rate based
48:25
estimate,
48:31
Alright, we’re going to
48:32
templates.
48:36
and we’re going to pull up the
48:37
work on it. Wednesday template.
48:40
Once it loads and drive this in
48:42
before I let you go, Dylan but
48:43
I think this is uh this this is
48:45
a record man. 40 minutes and
48:46
change and we are uh We’re
48:50
knocking it out the park,
48:51
brother. Alright. Seems like
48:54
you’ve done this once or twice
48:55
before. Uh well, you know, you
48:57
know, it happens. Wow. Look at
48:58
this. Without testing, lawn
49:00
mowing, be on square footage,
49:02
we had Eighty-four bucks based
49:03
on what was in my my head. I
49:04
said Thirty-five but let’s just
49:06
say uh I said it was going to
49:08
be 90 minutes and we can
49:10
compare the two a four bucks a
49:12
cut or 7484. Obviously some of
49:14
this is fictitious but then we
49:15
say, you know what? I trust
49:17
that production rate based on
49:18
the minutes to hours. So, I’m
49:20
going to go grab that hit draft
49:20
a quote mulch installation
49:23
based on two inches. 500 bucks,
49:25
4 hours. Put it in 298024¢ with
49:28
labor, overhead recovery, and
49:29
materials drafted quote, and
49:31
snow plowing per push per inch
49:35
Uh right in here is our
49:38
package. Now, the package
49:39
settings. I’m not positive on
49:40
this instance if it’s going to
49:42
present exactly the way we want
49:43
but it should. So, I’m going to
49:45
hit save and close and I can
49:47
Email this out to myself real
49:48
quickly before I wrap it up and
49:50
hop on my next call. So easy as
49:52
it can be. We got a free
49:54
template, Email, estimate
49:55
document and acceptance Email
49:56
all loaded in and ready to rock
49:58
and roll Uh once it loads,
50:00
we’re going to fire it off and
50:01
in the meantime, I’m going to
50:03
pull up my Emails. I got a pre
50:04
template Email with a clickable
50:06
link and a clickable buttons
50:07
are in the mobile and our lead
50:09
letter, the five or six main
50:10
reasons why our business is
50:11
different. and down the home
50:14
stretch here, Dylan Um we’ve
50:15
created an estimate literally
50:17
stem to stern in about two and
50:19
a half minutes too. So, this is
50:21
pretty impressive that we’ve
50:22
actually uh brought this across
50:24
the finish line and let me grab
50:27
my Email here once loads and
50:30
we’ll pull us over and um show
50:33
you the the estimate and I will
50:35
let you go brother but I think
50:37
we did it. We did it on your
50:38
time and we’ve got a full live
50:40
estimate here within two to 3
50:41
minutes and this is how quick
50:43
your estimates can be actually
50:45
created in the future. Once you
50:46
have all your pricing, you
50:47
know, carefully crafted like to
50:50
view my proposal. Yes And here
50:51
we go. Step one, let your
50:53
services select two estimate
50:55
description and sign lawn
50:58
mowing. Boom 84 bucks, a cut
50:59
mulch installation added two
51:01
inch depth 500 bucks, and per
51:03
for plowing. unbelievable and
51:04
they can’t All of them. They
51:07
gotta accept them all. my
51:08
brother. We got him from
51:10
another mother. We go down. We
51:11
got some videos of the kid
51:13
talking about services, what’s
51:14
included, what’s not included,
51:15
and we’re going down as your
51:17
client clicking, signing,
51:20
printing, Work it. Wednesday
51:23
you ask the questions. You
51:24
bring them live. Dylan and Mike
51:25
from the Simple Grove Team.
51:26
We’ll see you again next
51:27
Wednesday. Dylan, my man, we
51:29
need a timer and see if we
51:30
can’t beat this record. I’ll
51:32
bring the timer next time.
51:33
Alright, see you guys later.
51:37
Thanks, brother.

Do You Need a Degree To Buy Your Services?

Video Transcript

00:00
mike kellan here with a quick video
00:02
talking about
00:03
do your future consumers or current
00:06
clients need a college degree to buy
00:07
your services well
00:08
got me thinking today my wife and kids
00:11
bought me an amazing little uh
00:12
golf thing here to shoot some golf balls
00:14
in the backyard and it came with a
00:16
pretty simple instruction so i thought
00:18
but got me thinking about what are all
00:21
the
00:21
hoops and things you make your future or
00:23
current clients go through
00:25
before actually getting a an estimate
00:28
request and a quote from you guys so
00:30
the idea here is if it looks something
00:32
like this and
00:33
literally my disheveled look on my face
00:35
trying to get this um
00:37
golf backstop to work i’m telling you
00:40
it’s not gonna work
00:41
so it got me thinking about the the
00:42
current situation of buying habits
00:45
in the service industry and on-demand
00:47
buying is a real thing and it has been
00:49
accelerated by kovid so
00:51
your consumers really want to be able to
00:52
buy on their time when it’s convenient
00:54
for them
00:55
in an easy convenient way if there’s a
00:58
15-step process they need to go through
00:59
to request an estimate to actually get
01:01
an estimate
01:02
let me tell you they are going down to
01:03
the next person online
01:05
in your market and getting an estimate
01:07
live when they want it so
01:09
um basically what we’re looking at is
01:11
i’ve used the analogy before
01:12
just like going out to buy a tv in the
01:14
holiday season and
01:17
you see the big screen tv on the wall
01:19
and you get to the register and there’s
01:20
literally a clipboard fill out your name
01:22
last name address model tv you want and
01:25
we’ll get back to you when it’s
01:26
convenient for us well i’ll tell you
01:27
what
01:28
very similar to this not going to work
01:30
what we need to do is create an online
01:32
buying experience
01:33
that basically mimics an uber netflix
01:36
amazon
01:37
and what you’re going to do is if you’re
01:38
going to buy that tv and you’ve got to
01:39
fill up that clipboard and wait for
01:40
somebody to call you back to sell you
01:41
that tv of cash and hand to buy
01:43
it’s not going to work so what we need
01:45
to do is create an online automated
01:46
system so i’m going to recommend that
01:48
you go out and automate through an
01:49
automated system through a
01:51
bot or ai artificial intelligence on
01:54
your website that gives property
01:55
specific addresses going out through
01:57
um a database or something like zillow
02:00
and be able to quote
02:01
24 7 based on the property specifics
02:03
they have
02:04
if you’re making your customer fill out
02:06
a form
02:07
attach pictures and do everything else
02:09
that’s on here not gonna work and i just
02:11
experienced this um
02:12
love the product once it’s up but i will
02:14
tell you um
02:15
it was a bear 45 minutes later i finally
02:18
got it up oh well almost
02:19
up i’m sweating bullets out here but uh
02:22
it got me thinking
02:23
how many of us in the service industry
02:24
are causing our consumers
02:26
a time delay like this and have to go
02:29
through multiple steps
02:30
in order just to get an estimate from us
02:32
so what i’m gonna recommend
02:33
as we’re closing out the week here is we
02:35
need to go out and create an online
02:37
estimating system that’s on demand
02:39
for the new buying habits and make it
02:40
easy easy easy
02:42
literally entering first name last name
02:44
email phone number
02:46
service address it hits something like
02:47
zillow or database pulls up property
02:49
specific information for mowing or home
02:51
cleaning
02:51
and we get property specific pricing
02:53
based on your pricing
02:55
um structure so comments questions drop
02:58
below but just got me thinking here
02:59
really not a whole lot of content on a
03:00
friday afternoon but
03:03
wrestling with this thing here and
03:04
trying to go through a 15-step process
03:06
to get it together
03:07
uh got me thinking a lot of us in the
03:09
service industry and are making the same
03:10
mistake
03:11
we’re making the buying and estimating
03:12
request process way too difficult
03:15
we need to have a literally click it in
03:17
first name last name email enter your
03:19
property address
03:20
and boom within a few seconds to a
03:22
minute a property specific estimate
03:24
comes out they can click sign
03:25
and potentially pay online right through
03:29
that messenger bot
03:30
or website bot that’s the new shift in
03:32
buying that’s what today’s consumers are
03:34
demanding
03:34
and they want an easy done for you
03:37
estimate process
03:38
when they are ready to get a price so
03:40
don’t have a 15 step process on your
03:42
website to go out and get an estimate
03:44
make it easy make it property specific
03:46
make it personal but make it automated
03:49
closing thoughts of the weekend go out
03:50
automate it dominate it
03:52
and i’ll see you again next week

Is Not Automating Your Billing & Accounting Hurting Cash Flow While Slowing Your Business Growth?

Video Transcript

00:01
hey mike kelly here with a quick video
00:02
with callahan’s corner where you asked
00:04
the questions we had some live right
00:05
here on facebook so
00:06
question i got today is not automating
00:08
your collection
00:09
and billing systems hurting your ability
00:12
to have good cash flow in your business
00:14
and basically hampering your ability to
00:15
scale your business even quicker so
00:18
after 25 years owning a lawn care and
00:20
snow removal business one of the most
00:22
instrumental changes we made in my
00:24
business was going in
00:25
and automating our billing systems and
00:28
then our accounting system so
00:30
a lot of people might ask mike what do
00:31
you mean by automating your billing
00:33
system so
00:33
what we’ve done is gone in and used the
00:35
crm the customer relationship management
00:37
software that we use
00:39
in the business to go out and be able to
00:41
have the ability to customize
00:43
per client uh the ability to build
00:47
daily weekly monthly or on a custom day
00:50
of the month say for instance i want to
00:51
build all my clients on the 20th
00:52
so most lawn care and home cleaning
00:54
companies are going out and actually
00:56
billing at the end of the month but what
00:58
that’s doing is creating a cash flow
01:00
issue so predominantly in most markets
01:02
you’re going to get four or five cuts in
01:04
just for lawn mowing alone
01:05
in the week so if the client doesn’t pay
01:08
you you are upside down at least four
01:10
visits
01:10
before you can actually shut off the
01:12
service and then you’re probably gonna
01:14
even 20 to 30 days to pay
01:16
after that invoice is generated so the
01:18
first thing i want to touch on
01:19
is the time and the effort and sometimes
01:22
the inaccuracies that will happen when
01:24
you go out and manually create your
01:25
invoices so
01:26
in our software the way we use it is we
01:28
actually bill out
01:30
all of our one-time jobs daily so at the
01:32
end of each day and we require a down
01:34
payment or pre
01:35
uh basically a deposit prepayment on
01:38
those for our non-reoccurring clients so
01:40
that’s going to make sure we get at
01:41
least 50
01:42
of the payment up front to cover a lot
01:44
of materials and anything else we’re
01:45
doing on the job
01:46
and then as soon as that job is done
01:48
with start and stop times we’ve got the
01:50
ability to see exactly when the job
01:52
started stopped and our profitability on
01:54
that that invoice is generated that day
01:55
and it’s due on receipt when the job is
01:57
done
01:58
now if we’re doing reoccurring services
02:00
like weekly or bi-weekly mowing
02:01
this is where it gets really hairy in my
02:03
opinion so what i’m going to suggest is
02:05
that you need to go out and take say
02:07
this week’s billing
02:09
for all your reoccurring mowing jobs and
02:11
actually have the software automatically
02:12
generate
02:13
the invoices and you bill it out weekly
02:16
so the following tuesday we’re going to
02:17
build everything we did for this week so
02:19
we’re going to have
02:19
cash in in the bank for all the jobs we
02:22
did last week
02:23
and we’ll have that money in the bank
02:25
before payroll runs on friday so we need
02:28
to take a look at
02:29
how do we go in and cover ourselves from
02:30
one-time jobs for non-reoccurring
02:32
clients and have those automatically
02:33
generate the invoices on a daily basis
02:36
any reoccurring work we want those
02:39
invoices to generate from the week
02:40
previous now the reason why we’re doing
02:42
this
02:42
is if there’s any rain delay or service
02:45
delays or customer service issues over
02:46
the weekend we don’t want to
02:47
immediately ding their cart on monday
02:49
we’re leaving the weekend and the
02:50
following monday to
02:52
uh submit those issues and trucks go out
02:54
and fix them
02:55
and then we run all the cards on tuesday
02:57
so we’re requiring a
02:58
credit card on file now a lot of people
03:01
say i don’t want to pay the three
03:02
percent for that well what you should be
03:03
doing
03:04
um we’re gonna be talking more about
03:05
this on the webinar i’m doing with carla
03:08
landscape accounting uh tomorrow night
03:09
at 8pm there’s a link below if you want
03:11
to join us
03:11
a totally free webinar talking about
03:13
automating and uh your
03:15
accounting and different accounting
03:16
systems but the idea is we want to get
03:18
that cash flow in there so we have the
03:19
cash in the bank
03:20
to scale and we’re minimizing the risk
03:22
if somebody not paying us
03:24
uh so all we’re gonna be out at most is
03:26
one visit for the mowing
03:27
or the home cleaning and now the next
03:29
thing we’re looking at here is once that
03:32
happens what happens if someone doesn’t
03:34
pay us
03:34
so we’ve done is created an automated
03:36
system that triggers between 1 and 30
03:38
days
03:38
31 and 60 61 and 90 in 90 days plus and
03:42
then each seven days in that cycle
03:44
we have a phone call or with a call
03:46
script to sign somebody in the office we
03:47
have an automated email we may have text
03:49
messaging
03:50
what we’ve done is created a predictable
03:51
cadence to go out and collect
03:53
that money each and every time so it’s
03:54
not relying on a person in the office or
03:56
if you’re still in the field
03:57
and you’re running your office as well
03:59
or if you’re using a virtual assistant
04:00
we’ve got a predictable system that’s
04:02
assigned to a particular person
04:03
so what should happen happens each and
04:05
every time without the business owner or
04:06
manager having to babysit the process or
04:08
do it themselves
04:09
but as we escalate that non-receivable
04:11
it can go all the way up through setting
04:12
up a collection process
04:14
through the local court system so we’ve
04:15
created a standardized operating
04:17
procedure
04:18
for accounts receivable when they go
04:21
past due
04:22
now if you’re requiring a credit card on
04:24
file why not have a welcome sequence
04:25
that automatically
04:27
or captures that credit card on file
04:29
with a pci compliant credit card form so
04:32
you’re
04:32
being adherent to the laws and your
04:33
customers information is secure
04:36
and it’s not your liability so as soon
04:37
as they become a client
04:39
that automation triggers out and does a
04:41
pci compliant credit card form to get
04:43
the credit card on file
04:44
now we can build additional automations
04:46
around that as well
04:47
to not allow the job to be dispatched or
04:50
done until the credit card is on file so
04:52
once again we’re creating a checks and
04:53
balances with the automation
04:54
so we’re not looking to replace a person
04:56
in your business but we’re trying to get
04:58
your people in your office to start
05:00
doing 100
05:00
an hour jobs not the 15 or 20 hour jobs
05:02
you want to create a cadence
05:04
of accountability and predictability in
05:05
that system
05:07
in addition to all of that we want to go
05:10
in and create some other
05:11
welcome and wow scenarios so if they
05:13
become a new client for reoccurring
05:15
services
05:16
we go out and do a 30 60 and 90 day
05:18
follow-up that looks personal but yet
05:19
automated to make sure we grab any of
05:21
the little issues before they become
05:22
cancellation issues
05:23
and to talk to where the client is in
05:25
the client lifetime
05:27
uh where they’re at or the life cycle we
05:29
want to go out if it’s a one-time
05:31
service they sign up for the first time
05:32
we’re gonna go out
05:32
just one time through an email or text
05:34
that looks personal but automated to
05:36
make sure they’re happy with the system
05:38
and the process that we’re using and the
05:39
quality of work but the main takeaways
05:41
here if you’re going to join us tomorrow
05:43
at 8pm
05:44
eastern with carla landscaping account
05:46
i’m going to break this down on this
05:47
free webinar but the takeaway from the
05:49
video if you aren’t joining us
05:50
is we need to go in and automate our
05:52
billing systems
05:53
so every one-time job we want to bill at
05:55
the end of the job with a prepayment
05:57
probably 50
05:58
any reoccurring services such as weekly
06:00
or bi-weekly mowing
06:01
credit card on file everything we’ve
06:03
done this week it’s billed out the
06:04
following tuesday and we run all the
06:06
credit cards the cost of the three
06:08
percent of the credit card is built into
06:09
your financial numbers
06:11
so it is not cost anymore the cost of
06:13
that lawn mowing or home cleaning is
06:14
already incorporating that three percent
06:16
but the key is cash flow so all the work
06:19
we did last week the money for it is in
06:20
the bank before we run payroll on friday
06:22
so it allows you to have a cash flow to
06:24
continue and scale and grow your
06:25
business by 50 or 100
06:27
year after year and not have to worry
06:29
about cash flow if they don’t pay you
06:30
the worst case scenaring or one home
06:34
cleaning
06:34
not four or five and now we’ve got an
06:36
automated process that kicks in
06:39
and triggers we have a payment that’s
06:41
passed due one day and then we go from
06:42
thirty or one
06:44
to thirty one day or one to thirty days
06:45
thirty one sixty sixty one to 90
06:47
and then collections thereafter but we
06:49
have a daily
06:50
or weekly cadence of every five to seven
06:52
days that that automation is going out
06:54
and reaching out to them automatically
06:56
or assigning a ticket or to do
06:57
for someone in your office to call
06:59
that’s holding accountability so
07:00
i can’t wait to see you on the
07:02
landscaping account webinar how to
07:04
automate your business and
07:05
accounting with carla landscaping
07:07
accounting click the link below here
07:09
and if not i will see you again tomorrow
07:11
here on callahan’s corner where you ask
07:12
the questions we answer them live right
07:14
here on facebook

Callahan’s Corner: Creating Accountability & Ownership In Your Office

Video Transcript

00:00
Welcome back to Callahan’s
00:02
Corner where you ask the
00:03
questions. We have some live
00:04
right here on Facebook. So, had
00:05
a great great webinar last
00:06
night with uh Carla, the
00:09
landscaping account and one of
00:10
the questions was based around
00:12
my talk of going in and how to
00:14
automate a service business
00:15
particularly a lawn care or
00:17
home cleaning business and then
00:18
how to automate a lot of the
00:21
accounting features and
00:22
functions as far far as
00:23
invoicing accounts, receivable
00:25
bills, and different features
00:27
in the business to go in and
00:28
create better cash flow
00:29
Accountability but One of the
00:31
questions is around. Well,
00:32
Mike, we can automate that for
00:34
sure but what is your best
00:35
practice on implementing this
00:36
in your business? So, I’m going
00:37
to open the screen up here in a
00:39
second. What I’m going to show
00:40
you is actually something in my
00:41
company’s simple growth right
00:42
now one of my main
00:43
administrators actually uses on
00:45
a daily basis. So, what we’ve
00:46
done is create an automated
00:48
process through a repetitive
00:49
task that assigns a task or
00:51
basically a ticket in the
00:54
software assigned to this admin
00:56
and then, basically, at the end
00:56
of each day by 5 o’clock before
00:58
he checks out, He needs to
01:00
actually fill this out and send
01:01
it to all of the key
01:03
stakeholders in the business.
01:04
So, we’ve created
01:05
Accountability and them
01:07
actually physically going and
01:08
pulling these numbers out um to
01:10
make sure they have ownership
01:11
of some of the key things that
01:12
they’re responsible for. One of
01:13
being an overdue accounts
01:15
payable. So, what I’m going to
01:16
do is pop this open here and
01:18
show you this but this is the
01:20
actual screen here. So, what
01:21
we’ve got is this week’s dates,
01:23
we’ve got our uh balances of
01:26
installments that aren’t in the
01:27
past due but we have them
01:28
sitting there So, we’ve got
01:29
about 45 thousand up to date
01:31
right there This week, we’ve
01:33
got our one. So, we’ve got our
01:35
current plus our installments
01:36
that aren’t due yet. So,
01:37
they’re not past due. We know
01:38
they’re coming in future cash
01:40
flow. Um so, this can be very
01:41
similar in a landscape company,
01:43
Your deposit in the remaining
01:45
part of the deposit uh upon
01:47
completion and design build.
01:48
So, we’ve got our current um
01:50
people that are current and
01:52
future installments that aren’t
01:53
past due. We got one to 30 days
01:55
past 231 to sixty 6190 over
01:59
ninety and total overdue
02:01
accounts receivable. So as you
02:03
can uh yields in the office was
02:06
working down and he’s worked
02:07
down probably a decent amount
02:10
but there was some debt that
02:11
went passed to a certain
02:12
threshold that we couldn’t get
02:14
through collections. So, there
02:15
was 300 $386 of debt that was
02:18
written off today with my
02:19
approval. So, the way that is
02:20
done is that sent through a
02:22
written document. Uh basically
02:23
almost like an estimate I
02:24
accept and sign off as the
02:26
business owner and then that
02:27
gives the approval for the
02:29
accounting team that right off
02:30
the bad debt but the idea is I
02:31
get this in my Email as well as
02:32
the key stakeholders so we know
02:34
where we’re at. Part of Jill’s
02:36
uh job is to actually drive
02:39
down those receivables. So, he
02:41
is being benchmark on it each
02:43
day where he’s at. So, going
02:45
from the twenty-eighth to the
02:46
twenty-ninth. Um he went out
02:48
and grabbed probably around
02:50
five to $600 worth of payments
02:52
and drove that down but what
02:53
we’ve done is if it isn’t
02:55
measured, it usually doesn’t
02:56
happen. So we’re going to
02:57
measure it to make
02:58
Accountability and make these
02:59
things happen in our office.
03:00
Yes, we can automate a lot of
03:02
this. We are going to make the
03:03
person who’s responsible
03:04
ultimately to drive these
03:05
numbers down for overdue
03:07
accounts to actually report
03:08
daily and then do a summarized
03:09
weekly report here on Monday.
03:11
So, next thing we look at is
03:13
the number of phone calls,
03:14
outbound phone calls He’s
03:15
making outbound and inbound
03:16
calls. I want to track and see
03:17
where what’s going on in the
03:19
business with that and then the
03:21
final thing is our project
03:22
management board around
03:24
automations in play and
03:27
scheduling new orders and video
03:29
reposting the videos for
03:31
content and SEO. Um here is So,
03:33
we just started this area here.
03:35
Hasn’t been totally dialed out.
03:37
The other part has been in play
03:38
for a while but I wanted to
03:39
give you just kind of a sneak
03:40
peek of what’s going on in my
03:42
business and how we’re doing
03:43
this uh for success, the
03:46
administrative rules reporting
03:47
out daily and these three,
03:48
three or four main things that
03:50
they’re responsible for and uh
03:52
summarizing on Monday on a
03:54
Monday morning standing
03:55
financial meeting. So, common
03:56
questions drop them below but I
03:58
highly recommend driving some
03:59
kind of Google sheet or excel
04:00
sheets where that
04:01
administrator, whatever that
04:02
position is is reporting out on
04:03
the main things that’s going on
04:05
in the business and um that is
04:08
allowing you the business owner
04:09
to see these key variables and
04:11
hold accountability. So, if
04:13
what’s what what what track
04:15
happens if it’s not tracked, it
04:17
doesn’t happen um and it’s
04:18
Carla, the landscaping account
04:19
I talked about yesterday with
04:20
overdue receipts, um
04:22
landscaping companies are
04:24
traditionally a little bit uh
04:25
lagging and tracking those
04:27
receivables and it makes sense
04:28
because we have a very small
04:29
season. We’re going out trying
04:31
to make all the money and get
04:31
the bids out but after you get
04:33
the work done, we need to have
04:34
somebody, a virtual assistant
04:35
or somebody in our office go
04:36
back and make sure our
04:38
collections are going in that
04:38
webinar. I talked about how to
04:40
create automated billing daily,
04:42
weekly, monthly, or a special
04:44
day of the month. I also talked
04:46
about getting a credit card on
04:47
file. So, this one time jobs
04:48
have a deposit and a bill
04:50
directly after the job done and
04:51
any reoccurring work is
04:53
literally the following week on
04:55
a Tuesday. Um so, what happens
04:57
there is that increases your
04:58
cash flow and also allows the
05:00
ability for your of people not
05:03
paying you to shrink down. So,
05:05
instead of being out four to
05:06
five mowing in a month, you’re
05:08
only at one. in worst case
05:09
scenario, if the credit card
05:10
declined. So, comments
05:11
questions, drop em below. Uh
05:13
the webinar last night with
05:14
Carl was great and I want to
05:15
kind of get some examples of
05:16
how we’re looking at it and uh
05:19
accounts receivable office
05:21
reports on this daily phone
05:23
calls, uh project management
05:24
board and then uh within a week
05:26
or so here, he’s also going to
05:28
be doing our reposting of
05:29
videos with content transcripts
05:31
for all the social media
05:32
outlets. The website with video
05:34
for Seo. So, uh comments
05:36
questions drop below Callahan’s
05:36
Corner USA

SA Weekly Talk Show: Office Workflow

Video Transcript

00:00
Welcome back to the SSA Weekly
00:02
Talk Show, your host Mike
00:04
Callahan right here coming in a
00:05
little bit earlier right before
00:06
the holiday weekend coming up
00:09
in the states and uh happy
00:11
candidate for our Canadian
00:13
viewers as well. Uh missed last
00:14
week because I’ve been really
00:15
knee deep in uh helping people
00:17
as a certified adviser of
00:18
service autopilot set up their
00:20
systems with uh 2 day one on
00:22
one deep dives um but really
00:24
important I thought to get back
00:25
and answer some of the
00:26
questions that have been pres
00:28
submitted for the Essay Weekly
00:29
Talk show. So, what we’re going
00:29
to be talk about today, I’m
00:31
going to open up my screen and
00:32
dive into it but what we’re
00:34
really going to talk about is
00:35
um the office Workflow. one
00:37
service autopilot is set up.
00:39
How do we utilize a
00:41
standardized Workflow? So, if
00:42
you have separate admin or
00:44
different people working in
00:44
your office or maybe you have a
00:46
manager working in the field
00:47
and out of the field, how do we
00:48
create a predictable Workflow
00:49
to make sure the data intake
00:52
and the call intake from leads
00:54
and estimates and everything
00:55
else that goes on in your
00:56
office is standardized. So,
00:57
what I’d like to call it is the
00:58
six to eight of success. So,
01:00
what we’re going to do is take
01:01
all the features and functions
01:03
of service autopilot. Once it’s
01:04
fully set up and consolidate a
01:07
standardized workload for
01:08
predictable results and um a
01:11
process that the business owner
01:12
and manager doesn’t have to
01:13
babysit and if the business
01:15
owner or manager is still
01:16
working in the office or in the
01:17
field, that’s totally fine.
01:18
What this is going to do is
01:20
streamline your process and
01:22
start to buy some of that time
01:23
back. So, without any further
01:24
delay out, what I’m going to do
01:25
is open up a slide deck here. I
01:29
I had some problems with my
01:30
second monitor so it’s actually
01:31
going to have some previous
01:32
slides on on the left uh
01:33
nonetheless, you be able to see
01:35
exactly what I’m talking about
01:36
and how to actually build this
01:38
um system in your business.
01:41
inside service autopilot. So,
01:42
uh I’m really excited to show
01:45
you this but basically, we’re
01:46
going to talk about to get your
01:47
service autopilot ready for
01:50
2021. So, a lot of times in the
01:51
spring season, uh we have an
01:53
influx of work. Our offices
01:54
aren’t necessarily set up for
01:56
success. Uh we’re kind of
01:58
scrambling to get it going but
01:59
right now going in to July is
02:01
really probably one of the best
02:02
times to do that because things
02:04
are going to start to slow down
02:05
after the holiday season. Um
02:06
far as the craziness. let’s
02:09
focus on getting process and
02:10
systems built in and built uh
02:13
with the process before things
02:15
ramp back up the end of August
02:16
and September again and in
02:17
addition, what we find is most
02:19
business owners here after the
02:20
holiday will start to take
02:22
their foot off the gas pedal
02:23
whether it’s working on the
02:25
systems in the business or even
02:26
in the sales inside the
02:28
business. So, really it’s
02:29
important right now to dial in
02:30
and really accelerate because
02:32
bottom line profit are made in
02:34
Qthree and especially Q four.
02:36
So, rolling into just the
02:37
beginning of uh Q three quarter
02:40
three. If you’re watching this
02:41
starting in July, this is a
02:43
prime time to actually dial
02:44
this in and get this going for
02:45
yourself. So, uh without any
02:47
further delay, I’m going to
02:48
kind of walk through and build
02:49
this out. So, first thing we
02:50
want to look at what are the
02:51
key factors for better profits
02:53
with service autopilot in 2021.
02:55
So, we want to be able to
02:56
create estimates and ensure
02:57
profits have jobs with budgeted
02:59
times. It can be tracked for
03:00
accountability jobs, um have
03:04
job costing and overhead
03:05
recovery built into them A
03:07
process ensures that budgets
03:08
are being reviewed daily. So,
03:09
we’re going to review how we do
03:10
this in the office, public
03:12
accountability, and reward your
03:13
team members based on
03:14
production and quality. So, we
03:16
not only want a production
03:18
standard but a quality standard
03:19
to go along with it. Having
03:20
systems that track and report
03:22
this automatically for you. So,
03:24
one thing that is kind of crazy
03:26
is we’ve got all this data
03:27
coming into the software and
03:28
it’s really um it’s really
03:30
important for us to use
03:31
especially if you Good day and
03:33
a good data coming out. We need
03:35
to go in and actually take the
03:36
time to look at it. Well, um
03:38
either later today or in the
03:39
next essay Weekly depending on
03:41
the time constraints here. I
03:42
will actually show you how to
03:43
get this out data out of essay
03:45
automatically for you to be
03:46
able to make those financial
03:47
decisions and be able to see
03:48
where you’re at every day,
03:49
every week, every month and at
03:50
the end of the year and at the
03:52
end of that, we want to be able
03:53
to set a process for raising
03:55
prices with no emotions. So,
03:56
based on the actual job, not
03:57
just going out haphazardly and
03:59
raising our price. is $5 a
04:00
visit or percentage across the
04:03
board. want to be able to take
04:04
that data inside service,
04:06
autopilot and be able to raise
04:06
our prices too depending on
04:08
average with no emotions. So,
04:10
those are the things we’re
04:11
going to be talking about but
04:11
the main thing we’re going to
04:12
be focusing on today is what is
04:16
the Workflow in the office
04:17
leading up to these things to
04:19
create success and then I’ll
04:20
have another um probably next
04:22
week. the Es a week we talk
04:22
show will go over how do we
04:24
actually take all this data
04:26
with the standardized system
04:26
and automate it and go in and
04:29
uh have price racing and things
04:30
like that. So, that’s what
04:32
we’re going to be diving into.
04:33
So, what we want to do is
04:35
standardize our lead intake for
04:36
predictable and scalable
04:37
results. So, uh back in the
04:39
day, we were running all the
04:40
estimates out of the truck
04:41
here. So, we had a printer, we
04:43
had a laptop and a WiFi
04:45
connection. We’re running
04:46
service autopilot literally
04:48
right out of the truck uh on
04:49
the other side of the screen
04:51
here, you can see uh this is me
04:53
actually at a uh print house
04:55
where we went out and sent uh
04:58
probably about forty to $45000
05:01
direct mail. uh to properties.
05:04
that were surrounding our
05:05
existing client base. as well
05:08
as every door, every door,
05:10
direct mail links to all the
05:12
neighborhoods that we serviced
05:13
and the surrounding
05:14
neighborhoods around them but
05:15
as we went in and exploded the
05:19
lead intake and the estimate
05:20
request, we needed a process so
05:22
you can’t mail out 4440 to
05:25
$45000 worth of advertising in
05:27
thirty to 35 days and um not
05:29
have a process ways to handle
05:31
it. So, this is one thing that
05:32
I learned when I actually went
05:35
to service autopilot, Original
05:37
Office from the Cofounder
05:38
Service Autopilot and of the
05:39
Lawn Care Millionaire. Well,
05:41
Jonathan um helped me kind of
05:44
develop this process because
05:46
basically, I went to their
05:47
office before we went really
05:49
nuts and blew past a million. I
05:51
wanted to make sure the office
05:52
and the Workflow Inside Service
05:54
autopilot was set up in such a
05:56
way that it could handle the
05:58
load of calls coming in and we
05:59
could provide a great customer
06:01
experience externally for our
06:02
leads and clients as well as
06:04
internally for our staff and
06:05
not have them go crazy. So, um
06:07
after four or 5 years after
06:09
meeting with Jonathan, this is
06:10
the process I refined in my
06:12
office and we help out. Other
06:14
companies do this as well as a
06:15
certified adviser but the first
06:16
place you want to start looking
06:17
at is and it seems very
06:19
simplistic and if you already
06:20
have service autopilot, this
06:21
may seem like review but trust
06:23
me, this is where the benefit
06:25
comes in and this is where we
06:27
go in and train all the new
06:28
admin that we work with to this
06:30
process. So, this is a very,
06:31
very important thing but we
06:33
should be going into the green
06:35
plus icon here and adding a
06:36
lead. So, we’re always entering
06:38
a new person in the system’s a
06:39
lead, not a client. Reason
06:41
being is we want to be able to
06:42
go in and be able to see how
06:43
many people are leads that can
06:45
become a client and then, how
06:46
many people are a closed out
06:47
lead that are beyond the point
06:48
of no return and then through
06:50
marketing, we can actually go
06:51
out and nurture them and then
06:53
upsell them um a service when
06:55
they’re ready to buy but the
06:57
idea is we need to get their
06:58
first name and last name here.
06:59
If it’s a commercial client,
07:01
we’re putting the company’s
07:02
name in here and we’re going in
07:05
and filling out the service
07:06
address that’s going to
07:07
automatically populate in the
07:08
billing address and we want to
07:10
make sure that we have um Email
07:15
and II recommend putting all
07:16
the phone numbers in the
07:17
cellphone field because it is
07:19
going to be able to tap into
07:20
two way texting natively in the
07:21
message center as well as
07:23
automations. Now, if it’s not a
07:25
cellphone, that’s okay.
07:26
Eventually, it may turn into a
07:27
cellphone because most
07:29
Landlines are going to voice
07:30
over IP which acts like a
07:32
cellphone receive and send text
07:34
messaging as well as most
07:35
landlines are now going to
07:37
cellphones as well. So, that’s
07:38
kind of the main area that we
07:39
need to take a look at here. Um
07:41
one other thing I’m looking at
07:42
master property if you have one
07:44
master property, uh let’s say a
07:46
management group. if you have
07:47
multiple sub properties below
07:48
that you can hit that in all
07:50
your property show. You can
07:51
assign that to a master
07:53
property if it’s a new property
07:54
underneath a master property.
07:56
So, the next thing is under the
07:57
details We always want to go in
08:00
and take in the account type,
08:02
commercial or residential. Even
08:03
if you do only one of the other
08:04
residential or commercial, I
08:05
highly recommend you putting
08:06
this in here. Reason being,
08:08
it’s great for database
08:10
segmentation for your
08:12
marketing. So, automating um
08:14
residential, commercial, uh
08:15
different marketing through
08:17
automations, you can have
08:18
different communication versus
08:19
residential, commercial and
08:20
it’s also a great place to
08:22
start to segment your reporting
08:24
as well. So, by clicking this,
08:25
you can dial into the report
08:28
center by LG Inside Service
08:30
autopilot and really dial into
08:32
your commercial residential
08:33
work as well. So, I think that
08:33
is a major thing that we want
08:36
to take a look at and um have
08:38
our team do. So, if we go back
08:39
first, we’re filling this in
08:40
first name, last name, company
08:42
name, service, address, billing
08:43
address, Email, cellphone, Next
08:47
tab across the top is details,
08:48
commercial or residential and
08:49
then the third tab is the
08:51
billing tab. If we wanted to go
08:54
in here, Uh actually we need we
08:55
skipped one here so we’re down
08:56
at the bottom. We’re going to
08:58
the third tab, the sales tab
09:00
source. How do they hear about
09:01
it? Was it from the every door
09:02
direct mailing? Was it a by a
09:05
client that already exist. We
09:06
want to go and be able to track
09:08
how do they hear about us. Once
09:08
again, we’re going into the
09:09
reports later in saying, how
09:11
many people came from this
09:13
marketing source? What was the
09:14
ad spend? And then, we’re going
09:16
to be able to figure out what
09:16
is the conversion ratio. So,
09:18
from lead to client per
09:20
marketing source and we’re
09:21
going to get a average client
09:24
acquisition cost from that and
09:26
once again, a client lifetime
09:27
value. So, a Facebook ad may
09:29
cost you $150 to get a new
09:32
client and they were eight to
09:34
$10000. On average, we’re a
09:36
home adviser and may cost you
09:38
$30 to get the client and
09:39
they’re only worth two to $300
09:40
on average. So, obviously, the
09:42
higher cost of acquisition
09:44
through Facebook is higher but
09:46
the client lifetime value is
09:47
probably going to be better
09:48
than let’s say HomeAdvisor ad.
09:50
Um obviously making this a
09:52
fictitious that each market is
09:53
different how that’s going to
09:54
run out but you get the idea
09:55
but the cool thing is if your
09:57
admin is sticking this in
09:58
twelve to 8 months from now,
10:00
you’re going to have all that
10:01
data at your fingertips
10:02
automatically pulled up a
10:03
report and I’ll show you some
10:04
screenshots of those reports.
10:05
This is how we build a
10:06
marketing system. Um so, a lot
10:07
of times we’re just haphazardly
10:09
right down on a piece of paper
10:11
in the office. We need to get
10:12
this in and take it in in a
10:14
standardized way. I’m going to
10:15
show you another way to do that
10:16
with a uh phone intake form but
10:19
we want to tackle those areas
10:20
and then the last thing once
10:21
they become a client, um we can
10:23
take a look at it. We have
10:25
billing here and this is where
10:25
that’s going to be So we can
10:27
set when to invoice. So,
10:28
whether it’s daily, weekly,
10:30
monthly, or a custom day of the
10:31
week, say that the fifteenth of
10:31
every month That’s something
10:33
you need to do in your business
10:34
but this is where we can
10:36
override the default of the
10:38
system and then we have Office
10:40
notes as well. So, those are
10:41
the main areas that we’re
10:42
training in admin to for basic
10:44
Workflow that’s streamlined but
10:45
once again, we’re really only
10:46
working one tab in the system.
10:47
We’re going to consolidate that
10:48
Workflow down to the six to
10:50
eight screens of success. Now,
10:52
the next thing is if you’re
10:54
using a pro plots in service
10:56
autopilot, highly recommended.
10:57
that’s the automations part.
10:59
It’s going to give you the
11:00
ability to marketing automation
11:02
and to automate up to five of
11:04
these reports that we’re
11:05
looking at, you can have them
11:06
automatically emailed daily,
11:08
weekly, monthly, quarterly,
11:09
whatever you want but that pro
11:10
plus subscription is going to
11:12
be a valuable of marketing.
11:13
It’s going to give you this A
11:14
for auto assist and it’s going
11:16
to give you the ability to
11:17
automate up to five reports and
11:19
the main thing here is that we
11:21
want to go in under this A for
11:23
auto assist and this is a
11:26
shortcut key. So, this is ideal
11:27
because we’re once we’re
11:29
working this lead or client
11:30
screen, we’re not going hunting
11:32
and trying to click on a bunch
11:33
of things to get where we’re
11:34
at. We’re going to streamline
11:35
the Workflow. Once again, we’re
11:36
working the same screen and
11:37
we’re going to get that admin
11:39
trained up as quick as
11:40
possible. So, what I’ve got is
11:41
a fillable lead sheet or phone
11:43
intake form here and we click
11:44
that and what that’s going to
11:45
do is literally go in. Um so,
11:48
Debbie Sardine of Cleaning
11:49
business Fundamentals CBS has
11:51
allowed us to share this uh but
11:52
we make this for lawn care and
11:53
home cleaning companies, pest
11:55
control uh but this is
11:56
something that um I kind of
11:59
developed when I was using
11:59
service autopilot my business
12:01
and now that we’re helping
12:02
people set it up, is that we
12:05
really want to create a
12:06
standardized form. So, first
12:08
name, last name, cellphone. uh
12:10
if they didn’t select how they
12:11
heard about it, we’re going to
12:12
ask about that. Is this one
12:13
time or ongoing service Uh are
12:16
you looking for weekly or
12:17
biweekly mowing or weekly or
12:18
biweekly cleaning? Um have you
12:20
ever hired a professional
12:21
before? What’s important when
12:23
hiring a professional? So you
12:24
get the idea? We’re going in
12:25
and grabbing the information
12:26
that you need. Um standardized
12:29
from your admin staff and
12:31
basically this can be saved in
12:33
custom fields on the back end
12:35
and easily located um on the
12:37
bottom of the leader client’s
12:39
screen. So, once again, we’re
12:40
working on one screen, fully
12:41
systematized and it can be
12:42
delegated for predictable
12:44
results. We can train somebody
12:45
within five to 10 minutes how
12:45
to fill this form out and then
12:47
they’re getting the information
12:49
you need each and every time.
12:51
Next thing is a lot of people
12:52
when we work with them, do not
12:54
have website lead captures. So,
12:55
they may have a WordPress form
12:56
or something with Wix uh but
12:59
basically, what you really need
13:00
to do in my opinion is go into
13:02
forms and service autopilot and
13:05
go in and create an estimate
13:06
request form and that estimate
13:08
request form is going to be
13:12
placed on your website. So, the
13:13
published tab and you give the
13:15
stripped HTML codes, your
13:16
Webmaster, their mobile
13:17
responsive. They work great. Uh
13:19
we have a couple of people up
13:20
here given us permission to
13:22
share some of the stuff that
13:23
we’ve built with them or
13:24
they’re using uh Garrett
13:26
Matthews out of Shreveport,
13:26
Louisiana. Uh this a service
13:28
autopilot form. So, you put
13:29
your first name, last name and
13:30
some information. what services
13:32
you’re interested in and then
13:33
that goes in its segment. A
13:34
short term nurture and uh based
13:36
on the service they’re
13:37
interested in and it also
13:38
notifies someone in your office
13:40
through a ticket now or a to do
13:42
basically to go out and get
13:43
that estimate done. Other thing
13:46
I really recommend is tying in
13:47
your service autopilot forms
13:48
into your social media and So,
13:51
uh one of the next shifts if
13:52
you saw my essay um Talk
13:55
virtually last year, we talked
13:57
about the new shift in buying.
13:58
So, we’re talking about on
14:00
demand buying with the
14:02
expansion of COVID, and
14:02
everything being being
14:03
accelerated. you’re Ubers, your
14:04
Netflix or Amazon. they figured
14:06
this out. Well, Lawn care and
14:07
home cleaning companies or
14:08
service businesses can do this
14:09
as well. So, what we’re looking
14:11
at is Rob Tren here at Tren
14:14
Landscape is got it dialed in
14:15
but Rob has a bot on his social
14:17
media here um and this is what
14:18
we out for him but it ties in
14:21
the service autopilot and
14:22
automatically syncs all the
14:23
data and the service autopilot
14:25
including property specific
14:26
pricing. So, what we’ve done is
14:27
built this bot out. It goes
14:29
through uh an API where two
14:31
softwares can talk. It pulls
14:32
the information from the square
14:34
footage of the lawn or the
14:35
property into the bot and
14:37
automatically calculates the
14:39
price based on Rob’s pricing in
14:40
a price matrix. So, once we’re
14:42
again, we’re taking that bot
14:43
for on demand buying and
14:45
syncing it with service
14:46
autopilot and pumping the lead
14:47
information in and potentially
14:50
the new client information
14:51
where they can sign up
14:51
automatically through the bot
14:52
in the essay. So, no double
14:54
entry and we’re eliminating
14:56
that multiple system chaos Now,
14:58
it’s not only for social media
15:00
Uh Rob has entrusted us to
15:02
actually get this on his
15:04
website. So, we gave him the
15:05
code and now he has a live bot
15:06
on a social and his website.
15:09
So, live On-demand Quoting
15:10
signing up and then it sinks
15:11
into service, autopilot and
15:14
triggers. Um the additional
15:15
tickets and information that
15:17
needs to happen with that new
15:18
job sold over the Bot social
15:19
media. Uh Instagram, and the
15:23
website. Now, the last thing
15:23
you hear is best practice is um
15:26
an exit. Pop up on the website
15:28
for that bot. So, literally,
15:30
when you hover to get off that
15:31
website, maybe go to your next
15:33
competitor. Um this pops up,
15:35
get an instant quote and that
15:36
happens within two to 3 minutes
15:38
but the idea is we want to have
15:39
all these different entry
15:41
reports being standardized into
15:42
service autopilot, no double
15:43
entry and duplicate checking.
15:45
So, the way we’ve done this is
15:47
we’ve used a Vthree form with
15:48
Duke checking in sync uh
15:49
Facebook Messenger bots and the
15:53
estimate request from the
15:54
website and we drag them all in
15:55
the service autopilot for
15:56
standardized intake. We’re the
15:57
admin would take over now. Now,
15:59
next thing is, if you’re using
16:02
this uh the Messenger platform
16:04
or even an essay, we’re going
16:06
to recommend is SMS text
16:08
messaging so we can actually
16:11
take that bot and still sync it
16:12
with service autopilot but they
16:13
don’t have to be on your
16:14
website or social media. They
16:16
can actually text AA number. um
16:19
or use a QR code and actually
16:22
go through the same automated
16:23
online um on demand buying
16:25
estimate text message and we
16:28
can use this on our websites,
16:29
vehicles, mailers, ninerounds,
16:32
and door hangers. Um so, this
16:33
is a great way to create
16:35
another area of online on
16:37
demand buying of estimating and
16:39
then drive in service
16:40
autopilot, no duplicate,
16:41
alright? With no with no
16:43
Basically, it’s a duplicate
16:43
checking and it triggers a
16:45
ticket or to do in the system
16:47
for someone in the office to
16:48
make sure it’s followed up on
16:49
it. What should happen happens
16:51
each and every time. So, um
16:52
really really important in my
16:53
mind when we we train this out
16:55
and build this out in your
16:55
office. We’ve the website,
16:57
social media, Instagram, text
17:00
messaging, and QR code. It’s
17:01
all now being synced into
17:03
service autopilot visual clues.
17:06
So, once again, we don’t want a
17:08
death by a thousand clicks. If
17:10
we’re not training a new admin,
17:10
they’re going to go and build
17:12
their own kind of Workflow.
17:13
Well, I recommend kind of using
17:15
this Workflow and you may tweak
17:16
it for your office but this is
17:18
what we’ve done with hundreds
17:18
of people here um and Essay six
17:21
when I gave my Talk, this is
17:23
exactly what I was talking
17:24
about with Chris Pulpy who now
17:26
works with launch and support
17:28
and they’re doing an amazing
17:29
job over there at service
17:30
autopilot uh but really as a
17:31
certified advisor trying to
17:32
come in and help uh build a
17:35
workforce, at least expose the
17:36
Workflow that we used in my
17:39
seven-figure business as well.
17:40
Um Erin says, love this. Erin.
17:42
thanks for the feedback,
17:43
brother. Uh hopefully this is
17:45
helpful. So, uh next thing is
17:47
if the when you’re searching
17:49
here on the magnifying glass,
17:51
you’ve got basically four types
17:52
of people in the system. so you
17:54
have a lead and that’s a little
17:56
avatar of the person with the
17:57
red L Now, what I’m going to
18:00
recommend is if we lose an
18:01
estimate and they don’t have a
18:02
service with us, we’re going to
18:04
close that lead out and there
18:06
would be no avatar. so you’ve
18:07
got a lead or a Now, we can see
18:09
them but when we go into this
18:11
uh magnifying glass. now, we
18:13
have visual clues. So, the
18:14
other visual clues this long
18:16
gray bar here. So we can see
18:18
that that long gray bar is
18:20
another visual clue that it’s a
18:21
lead because when they become a
18:22
client, there’s three distinct
18:24
columns. So, once again, we’re
18:25
training visual clues to
18:27
minimize the clicks and really
18:29
stay focused on the six to
18:30
eight screens of success. Now,
18:32
on the left here, you can see
18:33
this red L, That’s a lead.
18:35
There’s nothing here. This is a
18:36
closed lead a little avatar.
18:38
The person next to it is a
18:40
client and now that avatar with
18:42
a diagonal slash through it is
18:43
a cancelled client. So, now,
18:45
we’ve created a segmentation
18:47
for reporting and visual clues
18:48
where people are at. Now, if
18:50
someone cancels and they come
18:51
back to become a client, we can
18:52
convert that cancelled client
18:54
back into a client or we can
18:55
take the clothes lead and
18:56
convert it back into a lead,
18:57
estimate it, and then
18:58
eventually, hopefully drive
18:59
them into a client but these
19:00
are the different areas for
19:02
reporting that are really
19:03
important. We’ve set the
19:04
foundational Workflow all the
19:06
way through Now, action items
19:09
for success. This can be done
19:12
in Vtwo or Vthree. Both work
19:14
really well. Uh we actually use
19:16
uh with simple growth as a
19:18
certified adviser, we use the V
19:19
three forms exclusively for
19:21
website lead capture. Um
19:23
they’ve got a couple extra
19:24
things in there that work
19:25
especially duplicate checking.
19:27
um and the the in that can be
19:29
manipulated uh a little bit
19:31
more uh but the main things
19:33
you’re looking at whether it’s
19:34
Vtwo or Vthree, I’m going to
19:35
stick with Vthree here. Um you
19:37
want your first name and last
19:38
name in here they need to be
19:40
mapped back right here to First
19:42
name, last name. The address
19:44
needs to be mapped back to
19:45
service address. So, when the
19:46
software sees that information
19:48
filled in, it maps it back to
19:50
the particular leader client.
19:52
Um other thing that you’re
19:53
going to need to do is we want
19:54
to maybe create some tags on
19:56
submit. So, if we have some
19:57
tags, um basing on what
20:00
services they want, we want to
20:02
auto approved, create on cement
20:03
and we want to create and
20:05
submit the the lead on submit.
20:07
So, if that auto auto approved
20:10
credit and is not checked that
20:12
form We’ll take a snapshot of
20:15
it and they’ll be sitting on
20:15
the leader client’s record but
20:17
that data as far as the custom
20:19
fields of the variables that
20:20
you’re collecting will not sit
20:22
on the actual leader client’s
20:24
record when we’re going down
20:25
and looking at. So, once again,
20:26
we want to minimize the clicks
20:27
and just streamline the
20:29
process. We’ve gotta have that
20:30
all hooked up before deploy
20:32
them and that’s going to be
20:33
also for your phone intake form
20:34
as well. So, action items for
20:37
success. Uh we want to learn
20:40
about why we’re winning and
20:41
losing these estimates the
20:43
reason. So, we want to go to
20:44
the gear icon in the upper
20:46
right hand corner and we’re
20:47
going to go into estimate
20:48
reasons right here and these
20:50
are the reasons you can add an
20:52
estimate reason. So, if someone
20:55
wins an estimate or loses the
20:56
estimate like, hey, missus
20:57
Smith, you know, I’m asking why
20:58
did you hire us or hey, uh
21:00
unfortunately, you’re not going
21:01
with us but if you don’t mind
21:02
me asking, why are you not
21:03
going with this? Well, they
21:05
decided to do themselves. They
21:07
gave the business to a friend.
21:08
We were too expensive. We never
21:10
got back to him in time. What
21:11
are these issues? So, we can to
21:13
track and see why we’re winning
21:14
and losing work. There may be
21:16
some issues that we can dial in
21:17
once we have some data on it to
21:18
actually go and improve our
21:20
customer service and Workflow
21:21
but if we don’t track it, we
21:22
don’t know Data talks, emotion
21:25
walks. So, the next thing is
21:27
the cancelled service reason.
21:28
So, when people can’t, your
21:30
service, we probably should be
21:33
asking them why they canceled
21:35
uh a pro tip as we started the
21:37
scale. Obviously, you’re going
21:38
to lose customers um here and
21:40
there. It doesn’t matter how
21:41
good your service is.
21:42
Eventually everyone’s going to
21:43
cancel at some point. Um Why
21:46
not put a process in place for
21:47
that admin or a manager has to
21:49
get on the phone with them
21:50
before they can cancel. So,
21:51
there’s two reasons why we’re
21:52
doing this. A, we’re going to
21:53
make sure that that admin or
21:55
manager is going to track why
21:56
they’re cancelling. So, we know
21:57
and I’m going to show you some
21:58
stats here in a bit. Um the
21:59
other reason is like you may be
22:01
able to save that cancellation
22:03
or churn uh just by having a
22:06
simple conversation. It may be
22:07
something as stupid as the guys
22:08
or girls aren’t blowing off the
22:09
back patio on a regular basis
22:10
and you might just say, hey,
22:11
listen, let me let me copy you
22:13
a free mowing next week. And
22:15
let’s make sure that it’s taken
22:16
care of and moving forward If
22:18
it happens again, you know, we
22:19
understand you want to leave
22:20
but let’s try to make it right.
22:21
Um but something simple as that
22:24
may be able to save a
22:25
cancellation and if it cost you
22:26
100 to $150 to get a new
22:28
client, it’s worth maybe giving
22:31
up a free money when you’re
22:31
part of a mowing to actually
22:33
fix that problem and get ahead
22:33
of it but if you just let
22:35
people cancel without having a
22:36
conversation and requiring it.
22:38
Um my feeling is you’re missing
22:40
out on a lot of opportunity to
22:41
save cancellations. So, I do
22:44
estimate one and loss
22:46
cancellations. Reason why we
22:46
kind of talk about this before
22:48
but we really want to see the
22:50
trends, why people are hiring
22:51
us and why they’re not hiring
22:54
us in new market trends. So, if
22:56
we weren’t tracking these
22:57
numbers, and trends, we
23:00
actually started this online
23:01
automated bots about five
23:03
almost 6 years ago in my lawn
23:04
care company um but we started
23:06
to see a trend that people are
23:08
buying online and requesting
23:09
more estimates online and then
23:11
with Uber, Netflix, all the
23:12
other things going on that’s
23:13
just to shift but very similar
23:16
to Wayne Gretzky, the hockey
23:17
player. Uh Wayne always wanted
23:19
to be where the puck was going
23:20
to be not where the puck was um
23:22
and that was his key to success
23:23
because he was looking to the
23:25
future of the game and where
23:27
the play was going to go and
23:28
not where it was at and he he
23:30
he predicted with great
23:32
success. Well, I’m going to
23:33
suggest you do the same. It’s
23:34
the same thing in your business
23:34
if you don’t track these
23:36
things, you will have no
23:38
benchmark to say, hey, where’s
23:39
the market going and how do I
23:40
get ahead of it? Be an early
23:42
adopter that’s been one of the
23:43
key of my lawn care company and
23:45
simple growth is we have been
23:47
um really aggressively looking.
23:50
Where is the next shift in
23:51
buying or technology Automation
23:54
is still somewhat new in the
23:55
service industry. believe it or
23:56
not. Uh I’m going on probably
23:59
nine or 10 years at least of
24:00
automating my lawn care
24:01
business and that was a huge
24:03
shift. No one in my market knew
24:05
what we’re doing or what the
24:06
success was coming from um but
24:08
it was automation. It was
24:10
automating some of those
24:11
ninerounds and all the
24:11
different things we do and talk
24:12
about but taking a look at it
24:15
right now. If you haven’t
24:16
jumped on the automations
24:17
bandwagon, it’s probably a good
24:18
time to do that with pro plus
24:19
and service autopilot because
24:22
that’s where the is but it’s
24:23
still early adopters. So,
24:25
there’s a lot of time to adopt.
24:27
um but without this data, some
24:29
of that stuff may not might not
24:31
be as um powerful. So, next
24:34
thing is action items. We want
24:36
to add our cancellation reasons
24:37
and how we do that is we go to
24:39
the gear icon um and
24:41
cancellation reasons here and
24:42
we go in and put this in here
24:45
So, standardize the Workflow to
24:47
create predictable success. Um
24:49
so, when we go into the gear or
24:51
the report center uh in the
24:53
report center is and I’ll have
24:55
a screenshot here in a minute
24:56
but basically on the left,
24:57
there’s a little icon that
24:58
looks like a toaster oven. The
24:59
numbers that we’re going to
25:00
start to look at is how many
25:02
leads were generated. How many,
25:04
how many of those leads were
25:06
converted into a client What is
25:08
the percentage from lead to
25:10
clients and converting a new
25:12
prospect into a paying client
25:14
and cancellations. So, churn,
25:16
how many people cancelled and
25:18
why are they cancelling? So,
25:19
that’s why those cancellation
25:20
reasons are important and
25:21
what’s the average percent of
25:23
new growth Uh from twenty to
25:25
twenty-one and and let’s take a
25:27
look at it because a lot of us
25:28
probably at this point just
25:28
have our heads down and and we
25:29
haven’t looked yet. We’re just
25:31
going going going but let’s
25:31
take a half a day or maybe over
25:33
the holiday weekend and see
25:35
where we’re at compared to last
25:36
year and where are we going and
25:37
where we aren’t growing. Uh so
25:39
this is right out of one of our
25:40
sample test accounts but we had
25:41
some fictitious data here of
25:42
2015 through twenty So, it
25:46
looks like this test client
25:48
basically would be. they just
25:49
started out in 2015. They had
25:50
Thirty-four leads and 100% of
25:52
return new clients probably, if
25:54
this was a real client, the
25:56
company, they would probably be
25:57
under pricing and just winning
25:58
all the not uncommon. Now, we
26:00
bumped up to 101 and we won
26:02
Ninety-six. We’re closing 95%
26:04
of our estimates. Probably the
26:05
same thing. We haven’t worked
26:06
out our pricing and we’re
26:07
probably basing it on market
26:09
pricing what we think the
26:10
market will demand. What we
26:11
really need to go is what is
26:12
our hourly to operate with a
26:16
percentage profit margin built
26:18
in with a realistic pay for the
26:21
business owner um and then,
26:23
what is it with at least a fair
26:25
market value of the business
26:26
owner’s expense. So, now, you
26:27
can probably get a little savvy
26:28
in 2017. Uh we’re invested some
26:31
money and now we’re at a 57%
26:33
close ratio. So, 57% of the
26:35
estimates we’re winning uh and
26:38
become clients so that’s
26:38
probably pretty realistic. So
26:39
now this happens when uh Itty
26:41
bitty company kind of starts
26:42
moving up. You got 271
26:43
estimates basically put out
26:45
that year at least for new
26:46
leads. Now, you double down and
26:50
your conversion ratio goes down
26:51
to 51% but you got 461 leads or
26:55
prospects um and we’re hovering
26:57
around 50%. That’s probably
26:58
okay. Fifty to 65%. Um some
27:01
would argue that maybe your
27:02
prices are too low but if
27:03
you’re doing this correctly and
27:05
you automate it, you follow up
27:06
uh five or more times because
27:08
statistically 80% of all your
27:09
estimates are closed on five or
27:10
more communications and I’m
27:12
recommending they should be
27:13
Email, text, and phone calls or
27:14
ringless voicemail bombs but
27:15
now we’re we’re driving We got
27:19
869 estimates um and we’ve
27:21
converted it. 41% still not too
27:23
shabby at that volume and
27:25
you’re probably doing some
27:26
really good um estimating at
27:28
this point now in 2020
27:30
fictitious here, you’ve got
27:32
1100, you’re closing at 35%.
27:34
Well, probably not too shabby
27:35
honestly at that number like we
27:37
probably want to get a little
27:38
bit higher but that’s very
27:39
respectful. If this is a real
27:40
company, I think that that
27:41
would be that would be
27:42
acceptable Now, the issue here
27:45
is we’re not paying attention
27:47
to how many people are
27:47
cancelling. So we’re running as
27:49
many people through this
27:50
basically imaginary funnel
27:51
right now and just as many
27:52
people are starting dropout and
27:54
cancelled. So, all the new
27:55
clients come in and all the
27:56
clients go out and cancel. So,
27:57
we want to keep an eye out of
27:59
not only the prospects and
28:00
conversion and new clients but
28:01
we want to look at terminations
28:03
so, it wasn’t too bad as we’re
28:05
going here um but then
28:07
something happens here pretty
28:09
significantly between 2019 and
28:10
2020 like they almost double.
28:13
Um so, if this was a real
28:14
company, I would look at this
28:15
because we’ve got some issues
28:16
here. So, let’s go into the
28:18
cancellation report and see why
28:19
did they cancel what’s going
28:21
on? Is it maybe people are just
28:23
moving out of the area that you
28:24
service and you can’t control
28:25
that or right here. Um not
28:29
happy 17%. So, increase uh year
28:33
to year growth. They were
28:35
growing pretty good here,
28:36
fictitious and then wait a
28:37
minute, we’re actually going
28:39
backwards in 2020. So, these
28:42
are numbers that we need to um
28:44
take a look at here in your
28:46
cancellation percent was about
28:47
thirty 1738 38%. Boom. Now it’s
28:50
up to almost 75%. You’ve almost
28:51
doubled the cancellation rate.
28:52
So this is why setting those up
28:54
and standardize the office in
28:56
flow uh work intake is really
28:58
important because it’s a
28:58
business owner managers, you
29:00
really need to see this data.
29:00
Um so why did Sources matter?
29:03
and why do we need? What do we
29:04
need to know? So, we need to
29:05
know how many of those leads
29:06
come in per source. How many
29:08
converted into a client? So,
29:09
once again, we need to start as
29:10
a client and convert or start
29:11
as a lead and convert to a
29:13
client because those are some
29:14
of the points where the
29:16
reporting is going to dial in
29:17
for for you. Now, not want to
29:19
know our client acquisition
29:20
cost. What’s the cost to
29:21
acquire a client per lead
29:22
source and then what’s the
29:24
client lifetime value of the
29:25
Facebook versus HomeAdvisor
29:26
example is basically um the
29:29
example like I now marketing is
29:30
going to become fun because I
29:32
know I take that forty to
29:33
$45000 and spread it across my
29:35
top five or six advertising
29:37
sources. On average, I should
29:39
get X amount of leads X amount
29:40
of those leads to become
29:41
clients and X amount of them.
29:43
Uh clients should last so long
29:46
on average and be worth X
29:47
amount of dollars. So, this is
29:49
the key to getting the data in
29:50
to run your marketing and sales
29:52
machine So, how do you access
29:55
the report? I talked about it a
29:56
little bit earlier. We go into
29:58
reports up top report center
30:00
and we go to a little toaster
30:01
icon here and that the report
30:04
that we’re pulling out. So, uh
30:06
once again, out of our test
30:08
client here but we’ve are our
30:09
test account. We pump some data
30:12
in here and this is just
30:14
another look of the new leads
30:16
converted and conversion ratio
30:19
um and then we’ve got, let’s
30:20
just say Google here. We had
30:22
562 leads 191 of them became
30:25
clients. You got a conversion
30:26
ratio of about 34 to 35%. Um so
30:29
that is the idea and we go
30:30
through all our marketing
30:31
sources So we’re able to take a
30:33
look at that data now and go
30:34
out and put a plan in action
30:36
for next year or take a look at
30:38
this year’s um and uh I’ll show
30:42
you if I have time here quick
30:43
at the end, how to actually put
30:44
this in because I don’t think I
30:46
have a slide of it but the cool
30:47
thing is if you’ve been
30:48
tracking your lead source but
30:49
you haven’t been tracking your
30:51
marketing campaigns that will
30:55
actually allow you to go back
30:57
retroactively at least for this
30:58
year to get that data and get
31:00
these marketing numbers for
31:01
you. so you actually have it.
31:03
So, that’s um in my opinion is
31:06
is really important here So,
31:07
let me uh on my other screen.
31:11
See if I can open up that
31:13
account for service autopilot.
31:15
Perfect. Okay, So, here’s one
31:16
of the simple test accounts uh
31:17
but the idea here is that if
31:19
you go into the gear icon, and
31:24
go into client’s source, it’s
31:26
not only enough to set up the
31:27
client source but what I really
31:29
recommend is if we had a door
31:31
hanger campaign per se right
31:33
here, we’d add the campaign and
31:34
we would start in. So, let’s
31:36
say we had, we did one in 2018
31:38
uh but let’s say we’re doing
31:39
one in July here. We’re going
31:40
to go out for our second round
31:42
of proving in bed. Um we’ve
31:43
distributed of these here in
31:46
the total expense. Maybe it was
31:49
1200 Bucks.
31:52
5000. 5000, our total expenses.
31:54
$1200. So, now, we can have
31:55
multiple marketing campaigns in
31:57
here uh but when you assign the
31:59
door hanger, whatever that is,
32:01
Facebook ad to the lead source.
32:04
If it falls within the start
32:05
and stop date, this this where
32:07
the client acquisition cost and
32:08
closing ratio comes based on
32:10
the distribution, quantity, and
32:12
the total expense and if it was
32:12
an internal upsell, we could
32:14
actually track that as well.
32:15
So, this is what I’m going to
32:17
recommend you set up on the
32:17
back end. So, the good news is
32:19
if you don’t have this, you can
32:19
go back and put us in. refresh
32:22
the reports and and I’ll pull
32:23
the data up for year. So,
32:24
that’s something we’ve been
32:25
doing a lot of Um so, you get
32:28
the idea and now going into the
32:30
cancellations once again under
32:31
that little toaster icon uh
32:33
cancellation count report. Uh
32:34
we’re going to going to go in
32:36
and see how people are
32:37
dissatisfied pricing. Are you
32:38
too expensive or how many
32:40
people move out of the area?
32:41
So, if you’ve got um right
32:45
here. Let’s see. Sold House. 6%
32:49
of your client base sells a
32:50
house every year. Well, then,
32:52
you know, if you want at least
32:53
stay even where you’re at. We
32:55
need to replace six to 7% of
32:57
our client base just to stay
32:59
even now in big markets. that’s
33:01
pretty common. You can have
33:02
seven to 8% of your client
33:03
base. literally just leaving um
33:05
and it’s totally out of your
33:06
control. So, that is one of the
33:08
things we want to take a look
33:09
at. So, that’s why we’re we’re
33:10
tracking these cancellation or
33:12
cancellation reports and if
33:14
they’re dissatisfied, the lost
33:15
your job maybe due to COVID,
33:16
whatever that is. now we know
33:18
so we can go out and scale that
33:19
business um with no emotion.
33:22
So, Hopefully, that was
33:25
helpful. Um we’re always here
33:26
as a certified adviser to help
33:28
you and if you have any
33:29
questions or concerns, feel
33:30
free to hit us up. We are still
33:32
doing audits at SG dash
33:34
Audit.com uh but the main idea
33:36
here is we really want to go in
33:38
and um help you grow and scale
33:42
your business with service
33:45
autopilot, create that
33:45
predictable Workflow inside
33:47
your office literally from the
33:49
acquisition and tracking all
33:50
the information. So, good day
33:52
to end. Good day out obviously.
33:54
Uh the other thing that I find
33:56
with uh most softwares that I
33:57
work with is no data and no
33:59
data out. So, I want to make
34:01
sure that we’re getting the
34:01
data we need to make those
34:02
decisions down the line um and
34:04
by standardized it to basically
34:06
one screen with the auto assist
34:08
and pro plus that is going to
34:10
take your your administrative
34:11
staff’s learning curve and
34:12
shrink it down significantly.
34:14
Um on the next episode in 2
34:16
weeks or next week, uh I’m
34:18
going to probably go in and
34:19
dial in the remainder of the
34:21
Workflow for the office. So,
34:22
literally now that we’ve won
34:24
the estimate what is that
34:26
Workflow look like from stem to
34:28
stern So, we’ve really gone
34:28
over maybe one screen, one and
34:30
a half screen as far as getting
34:32
the lead in and converting the
34:33
client. Now, what does is that
34:35
look like to really consolidate
34:37
that Workflow and I think
34:37
that’s the key to bring a new
34:39
person in any software but
34:40
especially service autopilot.
34:41
if we can make a predictable
34:42
and simple with a phone intake
34:43
form and standardize the
34:45
information that you need and
34:46
make it predictable. Uh those
34:48
are going to be the key to
34:49
success. So, comments questions
34:50
drop below. I want to thank
34:51
Aaron for hanging out here uh
34:52
on Es Weekly Talk Show. I’ll be
34:54
coming to you live once again
34:57
uh around 1 PM Eastern twelve
34:58
Central uh with the holiday
34:59
weekend here. Um I had one of
35:01
my meetings. uh had to get
35:03
rebooked. So, I wanted to make
35:04
sure we got in here before
35:05
things got crazy uh later in
35:06
the day but I’m off to my team
35:08
call and uh we’re hoping to see
35:10
you soon at um some live
35:12
conferences and GIE coming up
35:13
here as well. Um in the future.
35:17
So as things kind of loosen up
35:18
uh the Simple Grow team and
35:19
myself uh we will be out in
35:21
about uh making our rounds at
35:23
the uh hopefully some of the
35:24
normal conferences um as they
35:25
come out. So, we’ll see you
35:27
again next week as a weekly
35:28
talk show. your host Mike
35:29
Callahan.