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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.

SA Weekly Talk Show: Office Workflow

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,
00:06
Mike Callahan. Welcome back to the SA Weekly Talk Show. Your
00:11
host, Mike Callahan right here coming in a little bit earlier
00:13
right before the holiday weekend coming up in the states
00:17
and uh happy Canada Day for our Canadian viewers as well. Uh
00:21
missed last week cuz I’ve been really knee deep in uh helping
00:24
people as a certified adviser of Service Autopilots set up
00:27
their systems with uh two-day, one-on-one deep dives but
00:31
really important I thought to get back and answer some of the
00:33
questions that have been presubmitted for the SA Weekly
00:37
Talk Show. So, what we’re gonna be talking about today, I’m
00:39
gonna open up my screen and dive into it but what we’re
00:41
really gonna talk about is um the office workflow. So, one
00:44
service autopilot is set up. How do we utilize a
00:48
standardized workflow? So, if you have separate admin or
00:51
different people working in your office or maybe you have a
00:53
manager working in the field and out of the field. How do we
00:55
create a predictable workflow to make sure the data intake
00:59
and the call intake from leads and estimates and everything
01:02
else that goes on in your office is standardized. So,
01:05
what I like to call it is the six to eight screens of
01:07
success. So, we’re gonna do is take all the features and
01:10
functions of service autopilot. Once it’s fully set up and
01:13
consolidate a standardized workflow for predictable
01:16
results and um a process that the business owner and manager
01:20
doesn’t have to babysit and if the business owner or manager
01:23
is still working in the office or in the field, that’s totally
01:25
fine. What this is gonna do is streamline your and start to
01:29
buy some of that time back. So, without any further delay, what
01:32
I’m gonna do is open up um a slide deck here. I had some
01:37
problems with my second monitor so it’s actually gonna have
01:38
some previous slides on the left but uh nonetheless, you
01:42
will be able to see exactly what I’m talking about and how
01:44
to actually build this um system in your business inside
01:48
Service Autopilot. So, uh I’m really excited to show you this
01:53
but basically, we’re gonna talk about to get your service
01:55
autopilot pilot ready for twenty twenty-one. So, La times
01:58
in the spring season we have an influx of work our offices
02:02
aren’t necessarily set up for success uh we’re kinda
02:05
scrambling to get it going but right now going in uh to July
02:08
is really probably one of the best times to do that cuz
02:11
things are gonna start to slow down if the holiday season um
02:14
far as the craziness let’s focus on getting process and
02:18
systems built in and built uh with a process before things
02:22
ramp back up the end of August into September again and in
02:25
addition what we find is most business owners here after the
02:28
will start to take their foot off the gas pedal. Whether it’s
02:31
working on the systems in the business or even in the sales
02:34
inside the business. So, really it’s important right now to
02:37
dial in and really accelerate because bottom line profits are
02:41
made in Qthree and especially Q four. So, rolling into just the
02:45
beginning of uh Qthree, quarter three. If you’re watching this
02:49
starting in July, this is a prime time to actually dial
02:51
this in and get this going for yourself. So, uh without any
02:55
further delay, I’m gonna kinda walk through and build this
02:57
out. So, First thing, we wanna look at what are the key
02:59
factors for better profits with Service Autopilot in twenty
03:02
twenty-one. So, we wanna be able to create estimates and
03:04
ensure profits, have jobs with budgeted times that can be
03:07
tracked for accountability, jobs, um that have job costing
03:12
and overhead recovery built into them. A process ensures
03:15
that budgets are being reviewed daily. So, we’re gonna review
03:17
how we do this in the office. Public accountability and
03:20
rewarded team members based on production and quality. So, we
03:23
not only want a production standard but a quality standard
03:26
to go having systems that track and report this automatically
03:30
for you. So, one thing that is kinda crazy is we’ve got all
03:34
this data coming into the software and it’s really um
03:37
it’s really important for us to use especially if you’ve got
03:40
good data in and good data coming out, we need to go in
03:43
and actually take the time to look at it. Well, um either
03:46
later today or on the next essay weekly, depending on the
03:48
time constraints here, I will actually show you how to get
03:50
this out data out of essay automatically for even able to
03:54
make those financial decisions and be able to see where you’re
03:56
at every day every week, every month, and at the end of the
03:58
year and at the end of that, we wanna be able to set a process
04:02
for raising prices with no emotions. So, based on the
04:04
actual job, not just going out haphazardly and raising our
04:07
prices $5 a visit or a percentage across the board.
04:10
Wanna be able to take that data inside service autopilot and be
04:14
able to raise our prices too depending on average uh with no
04:17
emotion. So, those are the things we’re gonna be talking
04:18
about but the main thing we’re gonna be focusing on today is
04:22
what is the workflow in the office leading up to these
04:25
things to create success and then I’ll have another um
04:28
probably next week, the SA Weekly Talk Show will go over
04:30
how do we actually take all this data with the standardized
04:34
system and automate it and go in and uh have price raising
04:37
and things like that. So, that’s what we’re gonna be
04:40
diving into. So, what we wanna do is standardize our lead
04:43
intake for predictable and scalable results. So, uh back
04:46
in the day, we were running all the estimates out of the
04:48
estimate truck here. So, we had a printer, we had a laptop, and
04:52
a WiFi connection. We’re running service autopilot
04:54
literally right out of the truck. Uh on the other side of
04:58
the screen here, you can see, uh this is me actually at a uh
05:02
print house where we went out and sent uh probably about
05:06
forty to $45,000 of direct mail uh to properties um that were
05:12
surrounding our existing client base as well as every door
05:16
every door direct mailings to all the neighborhoods that we
05:20
serviced and the surrounding neighborhoods around them but
05:23
as we went in and exploded the lead intake and the estimate
05:27
request, we needed a process. So, you can’t mail out
05:31
forty-five, forty to $45,000 worth of advertising in thirty
05:35
to 35 days and um not have a process in place to handle it.
05:39
So, this is one thing that I learned uh when I actually went
05:42
to Service Autopilot’s original office from Jonathan, the
05:45
co-founder of Service Autopilot and of the Lawn Care
05:47
Millionaire. Well, Jonathan um helped me kinda develop this
05:52
process because basically, I went to their office before we
05:56
went really nuts and blew past a million. I wanted to make
05:59
sure the office and the workflow Inside Service
06:01
Autopilot was set up in such a way that it could handle the
06:05
load of calls coming in and we could provide a great customer
06:08
experience externally for our leads and clients as well as
06:11
internally for our staff and not have them go crazy. So,
06:14
after four or 5 years after meeting with Jonathan, this is
06:18
the process I refined in my office and we help now other
06:21
companies do this as well as a certified adviser but the first
06:24
place you wanna start looking at is and it seems very
06:26
simplistic and if you already have service autopilot, this
06:28
may seem like review but Trust me, this is where the benefit
06:32
comes in and this is where we go in and train all the new
06:36
admin that we work with to this process. So, this is a very,
06:39
very important thing but we should be going into the green
06:42
plus icon here and adding a lead. So, we’re always entering
06:45
a new person in the systems, a lead, not a client. Reason
06:48
being is we wanna be able to go in and be able to see how many
06:51
people are leads that can become a client and then how
06:53
many people are a closed-out lead that are beyond the point
06:56
of no return and then through marketing, we can actually go
06:58
out and nerd them and then upsell them a service when
07:03
they’re ready to buy but the idea is we need to get their
07:06
first name and last name in here. If it’s a commercial
07:08
client, we’re putting the company’s name in here and
07:11
we’re going in and filling out the service address that’s
07:14
gonna automatically populate the billing address and we
07:17
wanna make sure that we have um Email and II recommend putting
07:23
all the phone numbers in the cellphone field because it is
07:26
going to be able to tap into two-way texting natively in the
07:29
message center as well as automations. Now, if it’s not a
07:32
cellphone, that’s okay. Eventually, it may turn into a
07:34
cellphone because Most landlines are going to voice
07:37
over IP which acts like a cellphone, receive, and send
07:41
text messaging as well as most landlines are now going to
07:44
cellphones as well. So, that’s kind of the main area that we
07:46
need to take a look at here. One other thing while I’m
07:49
looking at master property, if you have one master property,
07:53
let’s say a management group, we have multiple subproperties
07:55
below that, you can hit that in all your properties. So, you
07:58
can assign that to a master property. If it’s a new
08:01
property underneath a master property. So, next thing is
08:04
under the tab. We always wanna go in into in the account type,
08:09
commercial or residential. Even if you do only one of the other
08:12
residential or commercial, highly recommend you putting
08:14
this in here. Reason being, it’s great for database
08:17
segmentation for your marketing. So, automating um
08:21
residential, commercial, uh different marketing through
08:24
automations. You can have different communication versus
08:27
residential commercial and it’s also a great place to start to
08:30
segment your reporting as well. So, by clicking this, you can
08:33
dial into the uh report center by Logi Inside Service
08:37
Autopilot and really dial into your commercial and residential
08:40
work as well. So, I’ve that is a major thing that we wanna
08:43
take a look at and have our team do. So, if we go back,
08:47
first, we’re filling this in, first name, last name, company,
08:49
name, service, address, billing address, Email, cellphone. Next
08:54
tab across the top is details, commercial to residential and
08:57
then the third tab is the uh billing tab if we wanted to go
09:01
in here. Actually, we need, we skipped one here. So, we’re
09:04
down to the bottom, we’re going to the third tab, the sales tab
09:07
source. How do they hear about us? Was it from the Everydoor
09:10
Direct Mailing? Was it a refer by a client that already exist.
09:13
We wanna go and be able to track how did they hear about
09:15
us? Once again, we’re going into the reports later and say,
09:18
how many people came from this marketing source? What was the
09:22
ad spend? And then we’re gonna be able to figure out what is
09:24
the conversion ratio. So, from lead to client, per marketing
09:27
source and we’re gonna get a average client acquisition cost
09:32
from that and once again, a client lifetime value. So, a
09:36
Facebook ad may cost you $150 to get a new client and they
09:40
maybe worth say a to $10,000 on average where a home adviser ad
09:44
may cost you $30 to get the client but they’re only worth
09:47
two to $300 on average so obviously the higher cost of
09:51
acquisition through Facebook is higher but the client lifetime
09:54
value is probably gonna be better than let’s say
09:56
HomeAdvisor ad um obviously making this up fictitiously
10:00
each market’s different how that’s gonna run out but you
10:02
get the idea but the cool thing is if your admin is sticking
10:05
this in twelve to 8 months from now you’re gonna have all that
10:08
data your fingers have automatically pulled up through
10:11
I’ll show you some screenshots of those reports. This is how
10:13
we build a marketing system. So, a lot of times we’re just
10:16
haphazardly right down on a piece of paper in the office.
10:19
We need to get this in and take it in in a standardized way.
10:22
I’m gonna show you another way to do that with a phone intake
10:25
form but we wanna tackle those areas and then last thing, once
10:29
they become a client, um we can take a look at it. We have
10:32
billing here and this is where that’s gonna be. So, we can set
10:34
when to invoice. So, whether it’s daily, weekly, monthly, or
10:37
custom day of the week. Say that the fifteenth of every
10:39
month if that’s on you need to do in your business but this is
10:42
where we can override the defaults of the system and then
10:46
we have office notes as well so those are the main areas that
10:49
we’re training in admin to for basic workflow that’s
10:52
streamlined but once again we’re really only working one
10:54
tab in the system we’re gonna consolidate that workflow down
10:57
to the sixty-eight screens of success now the next thing is
11:00
if you’re using uh Pro Plus in service autopilot highly
11:04
recommended that’s the automations part it’s gonna
11:07
give you the ability to marketing uh automations in to
11:10
automate up to five of these reports that we’re looking at.
11:13
You can have them automatically Emailed daily, weekly, monthly,
11:16
quarterly, whatever you want but that pro plus subscription
11:19
is gonna be a valuable marketing. It’s gonna give you
11:21
this A for auto assist and it’s gonna give you the ability to
11:24
automate up to five reports and the main thing here is that we
11:29
want to go in under this A for auto assist and this is a
11:32
shortcut key. So, this is ideal, ideal because we’re once
11:36
we’re working this lead or client screen, we’re not going
11:38
in and trying to click on a bunch of things to get where
11:41
we’re at. We’re gonna streamline the workflow. Once
11:43
again, we’re working the same screen and we’re gonna get that
11:46
admin trained up as quick as possible. So, what I’ve got is
11:48
a fillable lead sheet or phone intake form here and we click
11:52
that and what that’s gonna do is literally go in. So, Debbie
11:56
Sardone of Cleaning Business Fundamentals, CBF has allowed
11:58
us to share this uh but we make this for lawn care and home
12:01
cleaning companies, pest control, uh but this is
12:04
something that um I kinda developed when I was using
12:07
Service Autopilot. My and now they’re helping people set it
12:10
up is that we really wanna create a standardized form. So,
12:15
first name, last name, cellphone. If they didn’t
12:18
select how they heard about us, we’re gonna ask about that. Is
12:20
this a one-timer ongoing service? Are you looking for
12:23
weekly or biweekly mowing or weekly or biweekly cleaning? Um
12:27
have you ever hired a professional before? What’s
12:30
important when hiring a professional? So, you get the
12:32
idea. We’re going in and grabbing the information that
12:34
you need um standardized from your admin staff and basically,
12:39
this can be um saved and call fields on the back end and
12:43
easily located um on the bottom of the leader client screen. So
12:46
once again, we’re working one screen fully systematized and
12:49
it can be delegated for predictable results. We can
12:51
train somebody within five to 10 minutes how to fill this
12:53
form out and then they’re getting the information you
12:56
need each and every time. Next thing is a lot of people when
13:00
we work with them uh do not have website lead captures. So,
13:03
they may have a WordPress form or something with Wix uh but
13:06
basically, what you really need to do in my opinion is go into
13:09
forms and autopilot um and go in and create an estimate
13:13
request form and that estimate request form is going to be
13:19
placed on your website. So, the published tab and you give the
13:22
stripped HGML codes, your webmaster. They’re mobile
13:25
responsive. They work great. Uh we have a couple of people up
13:27
here that have given us uh permission to share some of the
13:30
stuff that we’ve built with them or they’re using uh
13:32
Garrett Matthews out of Shreveport, Louisiana. Uh this
13:35
is a service autopilot form. So, you put your first name,
13:37
last name, some information, what services you’re interested
13:39
in and then at goes in its segments, a short-term nurture,
13:42
and based on the service they’re interested in and it
13:45
also notifies somebody in your office through a ticket now or
13:48
a to-do basically to go out and get that estimate done. Other
13:53
thing I really recommend is tying in your service autopilot
13:55
forms into your social media and bots. So, uh one of the
13:59
next shifts for if you saw my essay um talk virtually last
14:03
year, we talked about the new shift in buying. So, we’re
14:06
talking about on-demand buying with the expansion of and
14:10
everything being accelerated. So, your Ubers, your Netflix,
14:12
your Amazon. They figured this out. Well, lawn care and home
14:15
cleaning companies or service businesses can do this as well.
14:17
So, what we’re looking at is Rob Treppandale here of
14:20
Treppandale Landscape has got it dialed in but Rob has a bot
14:23
on his social media here. Um and this is what we’ve built
14:27
out for ’em but it ties in the service autopilot and
14:29
automatically syncs all the data in the service autopilot
14:32
including property specific pricing. So, what we’ve done is
14:35
built this bot out. It goes through uh an API where two
14:38
softwares can talk. It pulls the information from the square
14:41
footage of the lawn or the property into the bot and
14:45
automatically calculates a price based on Rob’s pricing in
14:48
a price matrix. So, once we’re again, we’re taking that bot
14:51
for on-demand buying and sinking it with service
14:53
autopilot and pumping the lead information in and potentially
14:57
the new client information where they can sign up
14:59
automatically through the bot in the essay. So, no double
15:01
entry and we’re eliminating that multiple system chaos.
15:05
Now, it’s not only for social media uh Rob has entrusted us
15:10
to actually get this on his website. So, we gave him the
15:12
code and now he has a live bot on a social and his website.
15:16
So, live on demand quoting, signing up, and then it sinks
15:19
into service autopilot and triggers um the additional
15:22
tickets and information that needs to happen with that new
15:25
job sold over the bot, social media, uh Facebook, Instagram,
15:30
and the website. Now, the last thing you hear is best practice
15:32
is um an exit pop up on the website for that bot. So, this
15:37
literally when it you hover to get off that website, maybe go
15:39
to the your next competitor, um this pops up, Get an instant
15:43
quote and that happens within two to 3 minutes but the idea
15:45
is we wanna have all these different entry ports being
15:48
standardized into service autopilot, no double entry, and
15:51
duplicate checking. So, the way we’ve done this is we’ve used a
15:55
Vthree form with dupe checking and synced uh Facebook
15:58
Messenger bots, and the estimate request from the
16:01
website and we drive them all in the service autopilot for
16:04
standardized intake where the admin would take over now. Now,
16:07
next thing is, if you’re using this uh on the Messenger
16:10
platform or even an SA, what we’re gonna recommend is SMS,
16:15
um text messaging, So, we can actually take that bot and
16:19
still sync it with service autopilot but they don’t have
16:21
to be on your website or social media. They can actually text
16:24
AA number um or use a QR code and actually go through the
16:29
same automated online um on demand buying estimate through
16:34
text message and we can use this on our websites, vehicles,
16:38
mailers, nine arounds, and door hangers. Um so, this is a great
16:41
way to create another area of online, on-demand buying of
16:46
estimating and then drive it in service autopilot with no
16:48
duplicate or with no with no duplicates. Basically, it’s
16:50
duplicate checking and it triggers a ticket or to do in
16:53
the system for someone in the office to make sure it’s
16:56
followed up on what should happen happens each and every
16:58
time. So, really, really important in my mind when we
17:01
train this out and build this out in your office. We’ve got
17:04
the website, social media, Instagram, text messaging, and
17:08
QR codes all now being synced into service autopilots. Visual
17:13
clues. So, once again, we don’t want a death by a thousand
17:16
clicks. If we’re not training a new admin, they’re gonna go and
17:18
build their own kind of workflow. Well, I recommend
17:21
kind of using this workflow and you may tweak it for your
17:24
office but this is what we’ve done with hundreds of people
17:26
here um and at SA six, when I gave my talk, this is exactly
17:31
what I was talking about with Chris Folky who um now works
17:34
with launch and support. They’re doing an amazing job
17:36
over there at Service Autopilot um but really as a certified
17:39
adviser, I’m trying to come in and and help uh build a
17:42
workflow at least expose the workflow that uh we used in my
17:46
seven-figure business as well. Um Aaron says, love this.
17:50
Aaron, thanks for the feedback, brother. I hope this is
17:52
helpful. So, uh next thing is if the when you’re searching
17:56
here on the magnifying glass, you’ve got basically four types
17:59
of people in the system. So, you have a lead and that’s that
18:03
little avatar of the person with the red L. Now, what I’m
18:07
gonna recommend is if we lose an estimate and they don’t have
18:10
a service with us, we’re gonna close that lead out and there
18:13
would be no avatar. So, you’ve either got a lead or a closed
18:16
lead. Now, we can see them but when we go into the this uh
18:19
magnifying glass. Now, we have visual clues. So, the other
18:21
visual clue is this long uh gray bar here. So, we can see
18:26
that that long gray bar is another visual clue that it’s a
18:28
lead because when they become a client, there’s three distinct
18:31
columns. So, once again, we’re training visual clues to
18:34
minimize the clicks and really stay focused on these
18:37
sixty-eight screens of success. Now, on the left here, you can
18:40
see this red L, that’s a lead. There’s nothing here. This is a
18:43
closed lead, the little avatar, the person but not next to it
18:47
is a client and now that avatar with a diagonal slashed through
18:51
it is a cancelled client. So, now, we’ve created a
18:53
segmentation for reporting and visual clues where people are
18:56
at. Now, if someone cancels and they come back and become a
18:59
client, we can convert that cancelled client back into a
19:02
client or we can take the close lead and convert it back into a
19:04
lead, estimate it, and that event These are the different
19:08
areas for reporting that are really important. So, we’ve set
19:11
the foundational workflow um all the way through. Now,
19:16
action items for success, this can be done in Vtwo or Vthree.
19:21
Both work really well. Uh we actually use uh with Simple
19:25
Growth as a certified adviser. We use the Vthree forms
19:27
exclusively for website lead capture. Um they’ve got a
19:31
couple extra things in there that work especially duplicate
19:34
checking um and a code and that can be manipulated uh a little
19:38
bit more uh but the main things you’re looking at whether it’s
19:41
Vtwo or Vthree uh I’m gonna stick with Vthree here um you
19:45
want your first name and last name in here they need to be
19:47
mapped back right here to first name last name the address
19:51
needs to be mapped back to service address so when the
19:54
software sees that information filled in it maps it back to
19:57
the particular leader client um other thing that you’re gonna
20:00
need to do is we want to maybe create some tags on submit so
20:04
if we have some tags um basing on what services they want. We
20:09
wanna auto approved create on submit and we wanna create and
20:12
submit the the uh lead on submit. So, if that auto auto
20:16
approved create on submit and create on submit is not
20:19
checked, that form basically will take a snapshot of it and
20:22
they’ll be sitting on the leader client’s record but that
20:25
data as far as the custom fields or the variables that
20:28
you’re collecting will not sit on the actual leader client’s
20:31
record when we’re going down and looking at. So, once again,
20:34
we wanna minimize the clicks and just streamline the We
20:36
gotta have that all hooked up once before we deploy them and
20:40
that’s gonna be also for your phone intake form as well. So,
20:44
action items for success, we wanna learn about why we’re
20:49
winning and losing these estimates and the reasons. So,
20:51
we wanna go to the gear icon in the upper right hand corner and
20:55
we’re gonna go into estimate reasons right here and these
20:57
are the estimate reasons. So, you can add an estimate reason.
21:00
So, if someone wins an estimate or loses, you’re asking like,
21:04
hey, missus Smith, you don’t be asking, why did you hire us? Or
21:06
hey, uh unfortunately, you’re not going with this but if you
21:09
don’t mind me asking, why are you not going with us? Well,
21:12
They decided to do themselves. They gave the business to a
21:15
friend. We were too expensive. We never got back to ’em in
21:18
time. What are these issues so we can start to track and see
21:21
why we’re winning and losing work. There may be some issues
21:23
that we can dial in once we have some data on it to
21:26
actually go and improve our customer service and workflow.
21:29
But if we don’t track it, we don’t know. Data talks, emotion
21:32
walks. So, next thing is the cancel service reason. So, when
21:36
people cancel your service, we probably should be um asking
21:41
them why they cancel. A pro tip as we started the scale,
21:45
obviously, you’re gonna lose customers. Um here and there.
21:47
It doesn’t matter how good your service is. Eventually,
21:50
everyone’s gonna cancel at some point. Um so, why not put a
21:54
process in place for that admin or manager has to get on the
21:57
phone with them before they can cancel. So, there’s two reasons
21:59
why we do this. A, we’re gonna make sure that that admin or
22:02
manager is gonna track why they’re cancelling so we know
22:04
and I’m gonna show you some stats here in a bit. Um the
22:07
other reason is like, you may be able to save that
22:10
cancellation or churn uh just by having a conversation and
22:14
maybe something as stupid as the guys or girls aren’t
22:16
blowing off the back patio on a regular basis and you might
22:19
just say, hey, listen, let me let me copy a free mowing next
22:21
week and let’s make sure that’s taking care of and moving
22:24
forward. If it happens again, you know, we understand you
22:27
wanna leave but let’s try to make it right. Um but something
22:30
simple as that may be able to save a cancellation and if it
22:33
cost you 100 to $150 to get a new client, it’s worth maybe
22:37
giving up a free mowing or part of a mowing to actually fix
22:40
that problem and get ahead of it but if you just let people
22:43
cancel without having a conversation and requiring it,
22:45
my feeling is you’re missing out on a lot of opportunity to
22:48
save cancellations. So, why do estimate one and loss
22:53
cancellations reason? Well, we kinda talk about this before
22:55
but we really wanna see the trends why people are hiring us
22:59
and why they’re not hiring us and new market trends. So, if
23:03
we weren’t tracking these numbers um and trends, we
23:07
actually started this online automated bots about five,
23:10
almost 6 years ago in my lawn care company um but we started
23:13
to see a trend that people are buying online and requesting
23:16
more estimates online and then with Uber, Netflix, all the
23:20
other things going on that just started to shift but very
23:23
similar to Wayne Gretzky, the hockey player. Uh Wayne always
23:26
wanted to be where the puck was gonna be, not where the puck
23:28
was um and that was his key to success cuz he was looking to
23:32
the future of the game and where the play was gonna go and
23:35
not where it was at and he he he predicted with great
23:39
success. Well, I’m gonna suggest you do the same. It’s
23:41
the same thing in your business. If you don’t track
23:43
these things, you will have no benchmark to say, hey, where’s
23:46
the market going and how do I get ahead of it and be an early
23:49
adopter. That’s been one of the key success of my lawn care
23:52
company in Simple Growth is we have been um really
23:56
aggressively looking where’s the next shift in buying or
23:59
technology. Uh automation is still somewhat new in the
24:02
service industry. Believe it or not, uh I’m going on probably
24:06
nine or 10 years at least of automating my lawn care
24:09
business and that was a huge shift. no1 in my market knew
24:12
what we’re doing or what the success was coming from um but
24:15
it was automations. It was automating of those nine
24:18
arounds and all the different things we do and talk about but
24:21
taking a look at it right now, if you haven’t jumped on the
24:24
automations bandwagon, it’s probably a good time to do that
24:26
with ProPlus and Service Autopilot because that’s where
24:30
the market is but it’s still early adapters. So, there’s a
24:33
lot of time to adapt. Um but without this data, some of that
24:36
stuff may not uh might not be as um So, next thing is action
24:42
items, we wanna add our cancellation reasons and how we
24:46
do that is we go to the gear icon um and cancellation
24:48
reasons here and we we go in and put this in here. So,
24:53
standardizing the workflow to create predictable success. Um
24:56
so, when we go into the gear or the report center, uh in the
25:01
report center, there is, I’ll have a screenshot here in a
25:03
minute but basically, on the left, there’s a little icon
25:05
that looks like a toaster oven. The numbers that we’re gonna
25:07
take start to look at is how many leads were generated, how
25:12
many, how many of Those leads were converted into a client.
25:15
What is the percentage from lead to client? So, converting
25:18
a new prospect into a paying client and cancellation, so
25:23
churn, how many people cancel and why are they cancelling?
25:26
So, that’s why those cancellation reasons are
25:28
important and what’s the average percent of new growth
25:30
um from twenty to twenty-one and and let’s take a look at it
25:34
cuz a lot of us probably at this point just have our heads
25:36
down and we haven’t looked yet. We’re just going, going, going
25:39
but let’s take a half a day or maybe over the holiday weekend
25:41
and see where at compared to last year and where we growing
25:44
and where we are growing. Uh so this is right out of one of our
25:47
sample test accounts but we had some fictitious data here of
25:50
2015 through twenty twenty. So it looks like this test client
25:55
basically would be they just started out in twenty fifteen.
25:57
They had thirty-four leads and 100% of them turned new
26:00
clients. Probably on if this was a real client. They or
26:03
company they would probably be under pricing and just winning
26:06
all the work. Not uncommon. Now we bumped up to 101 and we won
26:09
ninety-six. We’re closing 95% of our estimates. Probably same
26:13
thing. We have a worked out our pricing and we’re probably
26:15
basing it on market pricing. What we think the market will
26:18
demand. What we really need to go is what is our hourly cost
26:21
to operate with a percentage profit margin built in with a
26:26
realistic paycheck for the business owner. Um and then
26:30
what is it with at least a fair market value of the business
26:33
owner’s expense. So now you kinda probably get a little
26:35
savvy in twenty seventeen. Uh we’re invested some money and
26:39
now we’re at a 57% close ratio. So 57% of the estimates were
26:42
winning uh income clients. That’s probably pretty
26:46
realistic. So now, this happens when uh itty bitty company
26:49
kinda starts moving up. You got 271 estimates basically you put
26:52
out that year. At least for new leads. Now, you double down and
26:57
your conversion ratio goes down to 51% but you got 461 leads or
27:02
prospects. Um and we’re hovering around fifty percent.
27:05
That’s probably okay. Fifty to sixty-five percent. Um some
27:08
would argue that maybe your prices are too low but if
27:10
you’re doing this correctly, and you automate it, you follow
27:13
up uh five or more times cuz statistically, 80% of all your
27:16
estimates are closed on five or more communications. I’m
27:19
recommending they should be Email text and phone calls or
27:22
ringless voicemail bombs but now we’re we’re driving into
27:25
twenty nineteen. We got 869 estimates um and we’ve
27:29
converted at forty-one percent. Still not too shabby at that
27:31
volume and you’re probably doing some really good um
27:34
estimating at this point. Now, in twenty twenty, fictitiously
27:38
here, you’ve got 1,100 you’re closing at thirty-five percent.
27:41
Well, probably not too shabby honestly at that number like we
27:44
probably wanna get a little bit higher but I that’s very
27:46
respectful if this was a real company. I think that that
27:48
would be that would be acceptable. Now, the issue here
27:52
is we’re not paying attention to how many people are
27:55
cancelling. So, we’re running as many people through this
27:57
basically imaginary funnel right now and just as many
28:00
people are starting to drop out and cancel. So, all the new
28:02
clients come in and old clients go out and cancel. So, we wanna
28:05
keep an eye out of not only the prospects and conversion of new
28:08
clients but we wanna look at terminations. So, it wasn’t too
28:11
bad as we’re going here um but then, from something happens
28:15
here pretty significantly between 2019 and 2020 like they
28:19
almost double. Um so, if this was a real I would look at this
28:22
‘cuz like, we’ve got some issues here. So, let’s go into
28:25
the cancellation report and see why did they cancel? What’s
28:28
going on? Is it maybe people are just moving out of the area
28:31
that you service and you can’t control that or right here, um
28:36
not happy, seventeen percent. So, increase uh year to year,
28:41
growth. They were growing pretty good here fictitiously
28:44
and then, wait a minute, we’re actually going backwards in
28:47
twenty twenty. So, these are numbers that we need to um take
28:52
a look at and your cancellation percent was about thirty,
28:55
seventeen, thirty-eight percent. Boom. Now, it jumps up
28:57
to almost seventy-five percent. You’ve almost doubled the
28:59
cancellation rate. So, this is why setting those up and
29:02
standardizing the office inflow uh work intake is really
29:05
important cuz as a business owner, manager, you really need
29:07
to see this data. Um so, why do the lead sources matter and why
29:11
do we need, what do we need to know? So, we need to know how
29:13
many of those leads come in per source, how many convert into a
29:16
client? So, once again, we need to start as client and convert
29:18
or start as a lead and convert to a client cuz those are some
29:22
of the um points where the reporting is gonna dial in for
29:25
you and then we not wanna know our client acquisition cost.
29:28
What does it cost to acquire a client per lead source and then
29:30
what’s the client? Lifetime value. So, the Facebook versus
29:33
HomeAdvisor example is basically um the example like I
29:37
now marketing is gonna become fun because if I know I take
29:40
that forty to $45,000 and spread it across my top five or
29:44
six advertising sources. On average, I should get X amount
29:46
of leads, X amount of those leads should become clients and
29:49
X amount of them uh client should last so long on average
29:53
and be worth X amount of dollars. So, this is uh the key
29:57
to getting the data in to run your marketing and sales
29:59
machine. So, how do you access report? I talked about it a
30:03
little bit earlier. We go into reports up top report center
30:07
and we go to little toaster icon here. And that is the
30:11
report that we’re pulling out. So, uh once again, out of our
30:15
test client here but we’ve our test account. We pump some data
30:19
in here uh and this just another look of the new leads
30:24
converted in conversion ratio um and then we’ve got let’s
30:27
just say Google here you had 562 leads uh 191 of them became
30:32
clients you got a conversion ratio of about thirty-four to
30:35
35% um so that is the idea we go through all our marketing
30:38
sources so we’re able to take a look at that data now and go
30:42
out and put a plan in action for next year or take a look at
30:46
this year’s um numbers and uh I’ll show you if I have time
30:50
here quick at the end how to actually put this in cuz I
30:53
don’t think I have a slide of it but the cool thing is if
30:55
you’ve been tracking your lead source You haven’t been
30:58
tracking your marketing campaigns, that will actually
31:03
allow you to go back retroactively at least this
31:06
year to get that data and get these marketing numbers for you
31:09
so you actually have it. So, that’s um in my opinion is is
31:13
really important here. So, let me uh on my other screen, see
31:18
if I can open up. That’s account for service autopilot.
31:22
Perfect. Okay. So, here’s one of the simple growth test
31:24
accounts uh but the idea here is that if you go into the gear
31:28
icon, it and go into client source. It’s not only enough to
31:34
set up the client source but what I really recommend is if
31:38
we had a door hanger campaign per se. Right here, we’d add
31:41
the campaign and we would start in. So, let’s say we had, we
31:44
did one in 2018 uh but let’s say we’re doing one in July.
31:48
We’re gonna go out for our second round of pruning in bed.
31:50
Um we’ve distributed 5,000 uh at ease here and the total
31:54
expense maybe was 1,200 bucks.
31:59
5,000 our total expense is 1,200 dollars. So now, we can
32:03
have multiple marketing campaigns in here uh but when
32:06
you assign the door hanger, whatever that is, Facebook ad
32:09
to the lead source, if it falls within the start and stop date,
32:14
this is where the client acquisition cost and closing
32:16
ratio comes based on the the distribution quantity and the
32:19
total expense and if it was an internal upsell, we could
32:21
actually track that as well. So, this is what I’m gonna
32:24
recommend you set up on the back end. So, the good news is
32:26
if you don’t have this, you can go back and put this in,
32:29
refresh the reports, and then pull the date up for this year.
32:31
So, that’s something we’ve been doing a lot of. So, you get the
32:35
idea here and now, going into the cancellations. Once again,
32:39
under that little toaster icon, cancellation count report, uh
32:42
we’re gonna go in and see how many people are dissatisfied,
32:45
pricing, are you too expensive? Um or how many people moved out
32:48
of the area. So, if you’ve got um right here, let’s see sold
32:55
house, 6% of your client base, six sells their house every
32:58
year. Well, then you know, if you wanna at least stay even
33:01
where you’re at, we need to replace six to seven of our
33:04
client base just to stay even. Now, in big markets, that’s
33:08
pretty common. You can have seven to 8% of your client base
33:11
literally just leaving and it’s totally out of your control.
33:14
So, that is one of the things we wanna take a look at. So,
33:17
that’s why we’re tracking these cancellation or cancellation
33:20
reports and if they’re dissatisfied, they lost their
33:23
job, maybe due to covid, whatever that is, now we know
33:26
so we can go out and scale that business with no emotion. So,
33:30
hopefully that was helpful. We’re always here as a
33:34
certified adviser to help you and if you have any questions
33:37
or concerns, feel free to free to hit us up. We are still
33:40
doing Audits at SG dash Audit.com uh but the main idea
33:43
here is we really wanna go in and um help you grow and scale
33:49
your business uh with service autopilot and create that
33:53
predictable workflow inside your office literally from lead
33:56
acquisition and tracking all the information. So, good data
34:00
in, good data out obviously. Uh the other thing that I find
34:03
with uh most softwares that I work with is no data in, no
34:07
data out. So, I wanna make sure that we’re getting the data we
34:09
need to make those decisions down the line um and by
34:12
standardizing it to basically screen with the auto assist in
34:16
Pro Plus, that is gonna take your administrative staff’s
34:18
learning curve and shrink it down significantly. On the next
34:22
episode or in 2 weeks or next week, I’m gonna probably go in
34:26
and dial in the remainder of the workflow for the office.
34:29
So, literally, now that we’ve won the estimate, what is that
34:33
workflow look like from stem to stern? So, we’ve really gone
34:36
over maybe one screen, one and a half screen as far as getting
34:39
the lead in and converting the client. Now, what does that
34:42
rest look like to really kinda consolidate that workflow. I
34:45
think that’s the key to bring a new person in any software but
34:47
especially service autopilot. If we can make it predictable
34:50
and simple with a phone intake form and standardizing
34:52
information that you need and make it predictable. Uh those
34:55
are gonna be the key success. So, comments, questions, drop
34:58
below. Wanna thank Aaron for hanging out here uh on the SA
35:01
Weekly Talk Show. Be coming to you live once again uh around 1
35:05
PM Eastern, twelve Central uh with the holiday weekend here.
35:07
Um I had one of my meetings uh had to get rebooked so I wanted
35:11
to make sure we got in here before things got created later
35:14
in the day but I’m off to my team call and hoping to see you
35:17
soon at some live conferences in GIE coming up here as well
35:21
in the future. So, as things kinda loosen up, the Simple
35:26
Grow team, myself, will be out and about making our rounds at
35:30
the hopefully some of the normal conferences as they come
35:33
about. So, we’ll see you again next week. SA Weekly Talk Show,
35:36
your host, Mike Callahan. We’ll talk to you soon. If you like
35:40
this show, you might wanna check out our resources at WWW
35:44
dot Start Simple Growth dot com. While you’re there, enter
35:48
to win an estimator chatbot. Mike Callahan is available for
35:52
private coaching.

Callahan’s Corner: Tracking Marketing Spend and Client Acquisition Cost

Video Transcript

00:00
Welcome back to Callahan
00:02
corner, where you ask a
00:03
question we have some live
00:05
right here on Facebook, so I
00:06
had a question submitted here
00:08
um in one of the user groups uh
00:10
gentlemen, wanna know anyone
00:12
have a good way to track
00:14
advertising spend based on a
00:15
specific segment of your
00:17
business. so gonna answer the
00:18
question here How to track it
00:19
based on each segment of your
00:22
business as well as an overall
00:23
view of your advertising um for
00:27
your service business, so it
00:29
doesn’t matter whether your
00:29
lawn care home cleaning pest
00:30
control. Uh these are features
00:31
that are built. In natively
00:34
inside service Autopilot to
00:35
track these spends and then I’m
00:37
gonna actually dive into a
00:38
Google sheet that we used in my
00:39
business uh to seven figures in
00:41
well beyond to actually track
00:43
and forecast um the sales goals
00:46
now going into 21 so um next
00:49
five to 10 minutes are gonna
00:50
really dial in and show you how
00:51
this can be done uh in
00:53
addition, if you’re watching
00:54
live or recorded kinda curious
00:55
if you can put a comment in
00:57
here uh we’re thinking about
00:58
doing a uh almost a webinar
01:01
Wednesday type deal where we go
01:02
through and break down all the
01:04
different things that civil
01:05
growth does um and if you’re
01:07
looking to do it yourself,
01:07
we’re gonna kinda. Demystify
01:10
that and if you’re looking to
01:11
get some help with it, then
01:11
you’re aware of what we do, but
01:13
um probably like a webinar
01:14
Wednesday, whether it’s on
01:15
Facebook, live or private
01:17
webinar, but if anybody
01:18
watching this live or recorded
01:19
uh thinks of that would be of
01:21
interest. um it’s something
01:22
we’re considering doing over
01:22
here and potentially creating a
01:25
private Facebook group um to
01:27
create a community around just
01:29
the people who wanna work uh on
01:30
their business and not
01:31
necessarily in it like Michael
01:32
Gerber would say so uh without
01:34
any further delay, I’m gonna
01:34
bump out the screen here and.
01:38
Get in the service Autopilot,
01:40
so I’m in one of our test
01:41
accounts here and the
01:43
foundational piece of this uh
01:44
there’s really two parts um the
01:46
main thing here is we wanna go
01:48
in and set up some um sources
01:52
so our clients sources now it’s
01:55
kind of uh a two-step approach
01:57
here um and I think to answer
01:58
the question directly. I think
01:59
there is best practice so if
02:01
you are working with a Facebook
02:03
ad agency, you’re running sales
02:06
um or you’re doing paper, click
02:07
or anything on Google. Uh I
02:08
think the best process. Here is
02:11
probably going to go in and we
02:13
wanna add some sources per
02:16
campaign um and that maybe for
02:18
ticket segment if you’re doing
02:19
uh lawn care and design build
02:22
um it must be separate. but the
02:23
main thing here is we’ve got
02:26
our Facebook. Let’s call our
02:28
Facebook ad um and let’s just
02:31
see it’s gonna be from one uh
02:34
to make it twelve one.
02:41
Twenty to 120 slash 21, so
02:45
we’ve got our our our Facebook
02:47
ad source for the specific
02:49
campaign. Um now this can be
02:50
done for door hangers and other
02:51
things or every door direct
02:53
mailing but the more specific
02:54
you can get in here is probably
02:55
the better than once you have
02:57
this. we’d go in and add a
02:58
campaign so we would actually
03:00
put our end of this from twelve
03:03
one into the twentieth of next
03:07
year and obviously distribution
03:09
you don’t have that. but if
03:10
you’re doing door hangers or
03:11
anything physical, you can have
03:13
account that’s gonna be uh an
03:13
extra data. You’re definitely
03:15
gonna want in there now our
03:17
total expense, so let’s just
03:19
say um that it’s a 1 month
03:21
campaign or actually almost 2
03:23
month campaign. Let’s say we’ve
03:25
got a uh a $3000 ad spend we’re
03:28
gonna put that in there now,
03:29
it’s not an up-sell so an
03:31
up-sell could be done through
03:32
Facebook or potentially
03:35
retargeting um but the idea
03:36
there would be is you’ve got a
03:38
custom audience you’ve loaded
03:39
up so people that are existing
03:40
customers that you’re
03:41
retargeting through Facebook ad
03:43
or door hangers online or
03:44
offline marketing. This is
03:45
gonna be an online marketing
03:47
play here um so that’s how
03:48
we’re gonna set that up. Next
03:51
thing is you wanna go in? um we
03:52
do this for a lot of the um
03:54
Facebook management companies
03:56
that we work with, but the idea
03:57
here is you’re gonna be going
03:58
in and adding a forms are we
04:00
actually go back just to vtwo
04:01
uh because that’s where most
04:03
people are playing right now,
04:03
but it most definitely can be
04:05
done in vthree um and depending
04:07
on uh the sophistication level
04:09
almost recommended in vthree,
04:11
but I’m just gonna add a form
04:12
here just cuz it’s gonna be
04:13
really simplistic to get it. Uh
04:15
in vtwo here so you can see it
04:17
and this is where most of our
04:17
clients right now are hanging
04:19
out so that um just kinda make
04:22
sense here. but once this
04:23
loads, I’m gonna pull this up
04:25
and the idea here is um when we
04:29
add this form, there’s a couple
04:31
main things in vtwo that you
04:32
need so you’re gonna need a
04:33
first name the last name map
04:34
back the first name last name
04:36
um and you’re gonna need. email
04:37
back to email cuz this is a
04:39
lead uh service address would
04:41
be creating a client and you
04:43
map that back to service
04:44
address. but really that’s not
04:45
the play here we’re going in
04:46
and we’re capturing their. When
04:48
they request an estimate now
04:50
with an estimate request for
04:52
transparency, you may need that
04:53
service address but minimally
04:54
in your first name last name
04:55
and email uh in the additional
04:57
one is going to be um the
05:00
service address mapped back
05:02
here. So let me refresh this
05:03
here uh internet has been a
05:04
little wonky with all the kids
05:05
home in the neighborhood so it
05:08
is possible um so I’m gonna go
05:09
into my test form here. Pull
05:12
this up and show you uh what
05:13
we’re doing here but basically
05:14
what we’re doing is they scroll
05:15
about three quarters away down
05:16
the screen and That is going to
05:19
allow you to set up your um
05:22
client. source. We taking our
05:23
client source and the gear icon
05:26
under client source. We’ve set
05:27
up that Facebook ad and then
05:29
we’d have a specific form here
05:32
that is going to be
05:34
specifically for that. um
05:37
Facebook ad and then source on
05:39
submit We’re gonna go in and
05:40
take our Facebook ad of that
05:43
date run. So now we’ve we’ve
05:44
tracked the lead acquisition
05:46
and then in the report. It was
05:48
gonna show you your conversion,
05:49
so I’m gonna show you in the
05:50
back end what this looks like
05:52
but uh any comments or
05:53
questions you know, feel free
05:54
to do that but uh first name
05:56
last name need to be back to a
05:58
first name last name and a bare
06:00
minimum you need email back to
06:00
email now the address for an
06:02
estimate uh it is probably
06:04
something you want um and a
06:05
phone number. So we’re talking
06:07
about amp Omni-channel
06:08
marketing So we’re talking
06:10
about email text message and
06:12
messenger um and phone call so
06:15
we wanna be able to get enough
06:16
data in there. So it’s a list
06:17
that. Well now and you’re not
06:19
borrowing it from Facebook uh
06:20
cuz if the algorithm switches
06:22
you want control of that so the
06:23
main idea is you’re under the
06:25
gear icon. We’re setting up
06:26
that client source once again,
06:27
um if you haven’t done this in
06:30
2020, you can actually go back
06:31
and update this and for what
06:34
I’ve seen with the simple
06:35
growth clients that we’ve had
06:36
to go out and pull this state
06:37
out uh for all of last year,
06:39
but we wanna go in and add a
06:41
source name the source and then
06:42
every time you do an ad
06:43
campaign underneath that
06:45
particular source. We can have
06:46
these. Ending so you may have
06:49
Facebook um particularly if you
06:52
don’t care about the granular
06:53
each campaign and you’re gonna
06:54
have the start end date of each
06:56
campaign. Uh so Facebook can be
06:57
a general header and these are
06:59
just the separate campaigns or
07:00
you’d have each particular ad
07:02
um and then having that form
07:04
automatically submit that lead
07:05
contact your office to um
07:08
require that estimate or if
07:09
you’re not using a bot, a
07:10
messenger bot um this is the
07:12
way to go um in addition, you
07:13
can do something like a door
07:15
hanger so um the door hanger
07:17
you can you can have the start
07:19
and the distribution of say
07:21
5000 uh actually maybe fifty.
07:23
Of these And it was a uh a
07:26
$1000 spend. That’s how you
07:28
attract that so all flat online
07:30
marketing. we have a form that
07:32
automatically submits if you’re
07:33
driving them to a landing page
07:34
with that embedded into it. And
07:35
then the final part is under
07:37
reports Report Center Uh we’re
07:39
going into service Autopilot
07:41
and we’re going into the uh on
07:43
the left here when it loads up.
07:44
It’s the old toaster oven that
07:46
I like to call it This is not
07:48
in the new reporting Center.
07:50
We’re actually going over here
07:51
to essay reports and this.
07:55
Report is gonna give you
07:56
everything you need so um if
07:57
you’re watching this or you
07:59
wanna watch the recorded
07:59
version, you wanna kinda hop
08:00
back and forth every report.
08:03
I’m running is right from the
08:04
screen. It’s prebuilt and you
08:05
just filter the dates and
08:06
everything loads in nicely. So
08:08
um I’ve taken the Liberty take
08:10
some screenshots, but the first
08:12
report is sourced by summary
08:14
and that is one of the reports
08:15
in here so we can run that sale
08:18
source by summer report and
08:19
this is the data that we’re
08:20
getting out of it um so it’s
08:23
gonna give us our number of
08:23
leads number of converted
08:25
conversion ratio so in this.
08:28
Example, we had 1800 leads 485
08:32
turned into clients. We had a
08:33
conversion ratio of 26% now
08:35
that’s across all our sales.
08:37
now we go into our source name.
08:39
so these are the clients
08:41
sources so if he had broken
08:41
down each Facebook ad uh we
08:44
would actually be able to see
08:45
the efficiency of each ad and
08:47
then we can go back into our
08:49
ads, manager and repurpose the
08:51
winning ads for the next year
08:52
um and like I said, you
08:53
probably wanna have a separate
08:55
form with the lead source for
08:56
that online marketing. Or
08:57
Google so you can track the
09:01
efficiency and the return on
09:03
investment for um your company
09:05
running your Facebook ads or
09:07
your Google um paper click So
09:09
what we’ve got is a whole bunch
09:10
of um sources here and we’ve
09:13
got here is uh how many new
09:15
leads how many leads converted
09:17
in a conversion percentage of
09:19
uh a sale. So now we’ve got the
09:21
overall new leads and
09:23
conversion percentage, but some
09:23
of these uh here are obviously
09:25
going to be bigger winners so
09:27
customer referral uh fictitious
09:28
here. Converted at 57%, which
09:31
is probably about right um but
09:33
our postcards direct mails
09:35
about 33 to 36%, so you’re
09:37
gonna be able to define your
09:38
winners and losers on this and
09:40
be able to work this back into
09:41
a marketing plan next year. So
09:43
this is the next step and I’ll
09:44
show you uh how we do that. now
09:46
we got a company scorecard for
09:47
my year so this is another uh
09:49
great report once again under
09:53
that um the gear the report
09:55
center the little toaster oven
09:56
there and then the final thing
09:57
uh that we’re looking at is. A
10:00
cancellation report per um
10:02
reason so we wanna set up our
10:04
cancellation reasons as well
10:07
and by source our cancellations
10:11
and um the additional
10:13
information around councils. So
10:14
what we can do is we had a
10:15
total of 437 the average days
10:19
as a client here uh was 9
10:21
years, so you can run some
10:23
client lifetime um reports on
10:25
that as well. so that’s uh
10:27
pretty interesting so the
10:28
average days for client uh in
10:30
this test account was thirty
10:32
100 days. um this is uh I think
10:33
this. Data was actually here um
10:37
pulled out of the the old
10:38
Callahan’s account. um I think
10:39
our average client lifetime
10:40
value was around 9 years. Our
10:42
retention was pretty high um,
10:43
but that is the data that you
10:44
can have so it’s non emotional
10:46
data. We wanna set the client
10:47
source. We set up forms and
10:49
submit it and then we go to
10:50
that toaster icon on the report
10:52
center pull up the uh area here
10:53
and then what you can do is you
10:54
can create a marketing plan, so
10:55
this is something that we do
10:56
when we work with clients that
10:58
work with simple growth as we
11:00
set up um, for example, Google
11:03
ads here so if we based it off
11:04
six. Um leads in 2020, we had a
11:10
20% increase in spend
11:11
statistically that should have
11:13
um basically the same ratio of
11:15
closing rates. so if we bumped
11:17
it up by 20%, we have the same
11:18
closing ratio of 35% uh we
11:21
should instead of 600 leads
11:22
last year produced 720 leads uh
11:25
we get about 252 new clients at
11:28
that closing ratio and then we
11:29
can have cost of our marketing
11:31
spend and then the average cost
11:32
per client for. Google or
11:35
Facebook or Yelp, or whatever
11:36
that looks like so we know what
11:38
is our client acquisition cost.
11:40
And now we know our average
11:41
total for the season of 878 uh
11:44
uh we’re gonna talk timing and
11:45
the geographic area and what
11:46
we’re gonna do here uh
11:48
potentially is if it’s a
11:49
straight uh $1500 a month we
11:52
can do that or uh if you’re
11:54
kind of in my market here
11:56
you’re gonna be going uh
11:58
significantly heavier in March,
12:00
April and May um they’re
12:01
plugging those numbers and what
12:03
you’ve got is your projected
12:04
cash flow outlay for marketing
12:05
and you’re projected new. Per
12:07
month and at the end, you’ve
12:09
got your projected net new
12:11
projected cancel so we need to
12:13
take care of our sure um and
12:15
nutrition and then the
12:16
projected client total
12:18
thereafter. um so we’re we’re
12:20
building in new clients, but at
12:21
the same time we probably have
12:22
a couple coming out the bottom
12:23
so we wanna know what our
12:25
projected net is projected
12:27
projected client total after
12:28
that um and we’re gonna back
12:30
these numbers in here um great
12:32
talk if you have the recordings
12:35
to um essay thrive, Jonathan
12:37
One uh even deeper than this in
12:39
his as a thrive talk um and it
12:42
was interesting cuz we had uh
12:43
had not talked about that, but
12:45
we’ve been actually talking
12:45
about this with simple growth
12:47
clients and how to actually do
12:49
this and working with them to
12:50
set these plans up uh and then
12:51
Jonathan actually talked about
12:53
it as essay thrive um so if
12:54
you’re unfamiliar with Jonathan
12:57
he’s from or of the lawn care
12:58
Millionaire uh co-owner service
12:59
autopilot, but that’s uh
13:00
something that he was teaching
13:02
and I say thrive and we’re
13:03
gonna break down our services
13:04
so the uh the actual. For last
13:07
year, the projected actuals for
13:08
this year, then the difference
13:10
from our goal and as we go
13:12
down, we’re gonna track it
13:12
weekly So at the end of this
13:14
week, we had a new twelve
13:16
clients and we need an
13:17
additional thirteen to hit our
13:18
goal so you have a daily um
13:21
cadence of tracking the actual
13:22
versus budget and sales goals
13:23
that way to hold your team and
13:25
yourself responsible so uh
13:26
hopefully this is helpful Gear
13:28
icon client sources forms and
13:30
auto with that lead source in
13:32
there we wanna track underneath
13:34
it to the uh actual start and
13:35
end the distribution quantity
13:36
of it. Offline hard copy and me
13:39
being otherwise um we
13:40
definitely wanna track the
13:41
price or what you’re paying for
13:43
your digital marketing and that
13:45
will get you those uh values
13:47
that you’re looking for so
13:48
Callahan’s corner ask
13:49
questions. We answer them live
13:50
right here on Facebook feel
13:51
free to submit any questions
13:53
once again, if you’re watching
13:54
this live recorded um thinking
13:56
about doing it on a set time
13:57
every Wednesday um to
13:59
compliment the essay weekly
14:00
talk show, but uh be like a
14:01
webinar Wednesday where we go
14:02
out and break down all the
14:04
things in your business that
14:05
you need to do to be successful
14:07
for 21 or 2021. Usher girls and
14:10
outline your competition so
14:11
we’ll see you again tomorrow.
14:13
Callahan’s corner ask the
14:14
questions We have some live

Callahan’s Corner: Packages, Estimates, and Discounts in Service Autopilot w/ Chad Raines

Video Transcript

00:00
Back to Callahan’s corner,
00:02
where you ask a questions and
00:04
chadwick and myself answered
00:05
live right here on Facebook so
00:07
um if you haven’t seen him or
00:09
met him before Chadwick reigns
00:11
of the simple growth team, uh
00:14
one of the masterminds of
00:15
basically fourteen team members
00:17
on the team behind the scenes
00:18
so um if you haven’t started to
00:21
see the simple team far as uh,
00:23
Dylan Chad Jen myself, um we’re
00:25
gonna start to expose the bench
00:27
that we have built and show you
00:28
why the simple. Not just Mike
00:31
behind the camera answering
00:33
questions but at full built
00:34
service system to go out and
00:36
help you outline outgrow and
00:38
out build your competitors
00:39
coming here in the twenty-one
00:41
season so without any further
00:43
delay, I pop the screen out
00:45
here in a minute for Chad do
00:46
pop into this, but one of the
00:47
pre submitted questions by
00:48
urban was he wanted to know
00:50
specifically inside service
00:52
Autopilot. How do we set up a
00:54
package and not show a grand
00:56
total? So Chad’s gonna break
00:57
down the different options of
00:58
weight is to present. The
01:01
totals of a package now a
01:02
package job is simply um some
01:05
normal services compiled into a
01:07
job that we put into basically
01:09
a pseudo waiting list, so it
01:11
doesn’t have to be done today,
01:12
but it has to be done maybe
01:13
sometime this week and this can
01:14
be scheduled out throughout a
01:17
12 month period. They can be
01:18
set up to auto renew some of
01:19
the things we’re not gonna get
01:20
into, but just give you a
01:21
high-level idea of where these
01:22
at now now question was around
01:24
fertilization weed control
01:25
other areas this may apply for
01:27
a package job is a better. Bush
01:29
job or landscape maintenance uh
01:32
pruning packages and one of our
01:33
favorites right now before the
01:35
holiday season is holiday
01:37
lights. Yes, that is probably
01:39
the expert opinion of the
01:40
simple routine. how to utilize
01:41
packages for holiday lights. so
01:43
we’re gonna be diving in
01:45
showing you how to do discounts
01:46
um so fast seat belts. get
01:48
ready. Chad’s gonna take the
01:49
wheel here um but I’m just
01:51
excited to be exposing the rest
01:53
of the world to the super team
01:55
and how what we do is different
01:57
than pretty much anybody else.
01:59
Inside the service, Autopilot
02:00
ecosystem how we go out and set
02:03
things up. We give you a
02:04
blueprint. we test them aim. We
02:07
implement them and we’re not
02:08
just talking about features and
02:08
function here folks. We’re
02:11
talking about workflow from
02:12
lead acquisition through
02:13
billing and fulfillment and
02:15
everything else in between
02:16
these are things that have been
02:17
learned by at least three or
02:19
four of the people on the civil
02:21
team um that have either owned
02:24
or worked in seven figure plus
02:26
businesses. so we don’t just
02:27
talk about it but we. Live uh
02:30
Chad was an integral part of a
02:31
seven-figure business um in the
02:33
inner workings of the office,
02:34
myself and Dylan both of
02:36
seven-figure businesses. That’s
02:37
what we’re bringing to the
02:38
table and that’s what we’re
02:39
gonna be talking about in this
02:41
video and any of the other
02:43
episodes of Callahan’s corners
02:44
or the essay weekly talk show
02:46
so Chad without any further
02:48
delay brother um little long
02:50
winded today, but I do have to
02:51
pick those kids up sometime
02:53
this afternoon so we’re gonna
02:54
pop this open and uh I’m
02:57
sending it over to you. Brother
02:58
Okay. So hi. Chad Reigns here
03:00
just to make sure Mike Can you
03:02
see my screen right now? I can
03:04
see it perfect already so as we
03:07
can see we’re on the Chad
03:09
Reigns testing Lane here in
03:11
Denver, North Carolina. so the
03:13
first part of how you’re going
03:14
to be setting up your packages.
03:16
of course, you’ve built your
03:17
package, but now you want to uh
03:19
move on to estimating it. so
03:21
we’re gonna go ahead and we’re
03:23
gonna click on. Add an estimate
03:24
This is going to pop up our
03:26
template now if you are using
03:28
this. Adjusted workflow you’d
03:31
already have under templates,
03:32
you would be able to select one
03:33
of your templates and you’d
03:35
pull open uh whichever template
03:37
has your packages on it Uh just
03:39
full Disclosure. Mike and I
03:41
both recommend that what you
03:42
should do is have um two
03:45
different options. The first
03:47
should be a template um which
03:50
possesses your package without
03:51
any discounts applied to it and
03:53
the second would be um the
03:55
package with the discount
03:56
applied that way you’re not
03:57
having to add the same discount
03:59
every single time you’re just
04:00
pulling open the template,
04:01
which is appropriate to the
04:03
package you’re attempting to
04:04
estimate. Um you don’t have to
04:07
do that. Of course, you can
04:08
apply the template um and then
04:11
apply the discounts afterwards
04:13
entirely depends on you, but if
04:14
you wanna save yourself time
04:15
and if you’re presenting the
04:17
same discount over and over
04:18
again, um that could be a first
04:20
time discount veterans um it
04:22
could be any kind of particular
04:24
sale that you run throughout
04:25
the year anytime you have
04:26
something that you’re going to
04:29
be um doing the same discount
04:31
repeatedly just go ahead and
04:33
apply that to the template
04:34
ahead of time. but. We’re not
04:36
gonna do that. We’re just going
04:37
to assume that we don’t have a
04:38
template for this particular
04:40
package. What do we do so we’re
04:41
gonna go down here. We’re gonna
04:43
click on this ad item. We’re
04:45
gonna choose package and uh
04:46
we’re just gonna go ahead and
04:47
we’re gonna choose Chad’s test
04:48
package uh now as or did ask uh
04:51
this could be lawn
04:53
fertilization and you could
04:53
have seven you could have
04:55
fourteen um of these different
04:57
services. Ultimately it’s not
04:59
going to impact what we’re
05:01
about to do so we applied our
05:04
packages as you can see we have
05:06
two different uh services
05:07
inside of this package. They
05:09
have their own dates, but
05:10
you’ll notice right here. This
05:12
little printer icon, and it has
05:13
a green check mark on it right
05:15
now, that’s because by default
05:17
in our estimate settings, we’ve
05:19
told service Autopilot that all
05:21
of our packages should display
05:24
on our estimates. I’m gonna
05:27
show you in just a moment where
05:28
to find that particular
05:29
location and how to manipulate
05:32
it on a global level, But for
05:33
right now, we’re gonna take it
05:34
all the way down into uh just a
05:37
pure estimate level so so uh
05:39
I’m understanding right, so
05:40
there’s two different ways to
05:41
tackle this and you’re gonna
05:42
break both of them down one is
05:43
on the particular estimate for
05:45
this particular client client
05:46
and this and there’s a. Setting
05:49
I’m assuming somewhere under
05:50
that gear icon that you’re
05:51
gonna dive into as well so
05:53
folks. if you’re watching this
05:54
Chad is gonna show us how to
05:55
handle on a one-off basis and
05:57
how to set it and forget it um
05:58
and then if you need to
06:00
override that you can so Chad
06:01
just wanna break that down some
06:02
clarity because the folks
06:03
haven’t seen this and they’re
06:05
getting ready for next year Um
06:06
each business is different and
06:08
we’ve seen and worked with
06:09
businesses that operate fully
06:10
different um ways and parts of
06:12
the country and when you go out
06:14
to look at this, it’s not a one
06:16
size fits all so I’m really
06:17
glad you broke down the
06:18
differences between that. So
06:19
take the wheel. Brother. Yeah,
06:20
well, absolutely and. As you
06:22
say one off, I think that’s a
06:23
great phrase for this because
06:25
even if you change the global
06:27
setting, you can still override
06:28
it on an individual level
06:30
without it dictating how
06:32
everything else in your
06:33
instance of service Autopilot
06:35
operates so it’s super useful.
06:38
um so right here a little gear
06:39
icon. I’m sorry uh a little
06:41
printer icon. We’re gonna click
06:42
on it and this is the package
06:44
print setting screen um so
06:45
right now it’s asking if you
06:47
wanna print the items if you
06:49
only wanted the um. Top so
06:52
right now it it would say test
06:53
package if that’s all you
06:55
wanted to display to your
06:56
client and you don’t want the
06:58
services broken out underneath
07:00
it then you would
07:03
select that option. That’s not
07:04
what we’re talking about today.
07:05
So we’re not gonna do that but
07:06
uh that’s that’s what happened.
07:08
The first apply our little uh
07:10
printer icon loses a green
07:12
check mark kinda fades away so
07:13
if on your screen, you’re
07:16
seeing this uh muted printer
07:17
icon and that’s because it’s
07:20
not been enabled. so we turn it
07:21
on so our global setting right
07:22
now is that both a package
07:24
total and the item total are
07:26
displaying. So um if we save
07:29
our estimate and we go ahead
07:31
and we preview I’m sorry first,
07:33
we have to choose an estimate
07:35
document so we’re gonna choose
07:37
Dylan’s document real quick. So
07:39
now we’re gonna click on the
07:42
preview button. No, we’re not
07:43
there We go. We’re gonna quote
07:46
then we’re gonna click on it
07:47
and no we don’t wanna change
07:49
the stage.
07:52
So the Pdf that’s being
07:53
generated right now um is based
07:56
off of the Dylan’s test. It’s
07:57
going to be pulling in all of
07:59
the information based on the
08:01
estimate grid that we’ve
08:03
selected for that document I
08:04
forgot to select the document
08:07
cuz I’m so used to using
08:09
templates so whenever you’re
08:10
setting a template up, you do
08:11
have the power to assign an
08:13
estimate document to it
08:14
automatically and by applying
08:17
that document um it allows you
08:19
to completely set it and forget
08:20
it so to speak um so I do
08:22
apologize for that oversight.
08:24
That was uh a force of habit on
08:25
my. Facebook Facebook Live
08:28
buddy What can go wrong will go
08:30
wrong in multiple? so I
08:31
appreciate uh I appreciate that
08:33
and if you’re watching this um
08:34
I mean you’re looking at the
08:35
expert of the experts. These
08:36
things do happen so um you know
08:38
you need to go out and first
08:40
draft better than no draft and
08:41
continue to refine that
08:42
process. So don’t feel like the
08:43
system is overwhelming. We’re
08:44
here at Callahan’s corner to
08:46
answer those questions so feel
08:47
free to drop in the live
08:48
comments and check what I’ve
08:49
actually done as an added bonus
08:50
or anybody watching this live
08:51
recording you can click the
08:52
link in the comments to get a
08:53
free Thirty-minute software
08:54
business audit as well. Okay
08:56
And we’ll explore some of these
08:57
areas in your business. Maybe
08:58
there’s weaknesses or gaps Um
09:00
what is your software look like
09:01
100% up um, especially if it is
09:04
service autopilot. We can show
09:05
you exactly what needs to be
09:06
set up for 100% success this
09:08
year. Yup. perfect uh yeah so
09:11
um as you can see right here as
09:13
mentioned this proves to show
09:16
both the total as well as the
09:18
per service um I would never
09:21
use this option reason I would
09:24
never use it is to fold one
09:25
personally. The company I used
09:28
to work for would send out
09:31
packages with this information
09:31
we would always be asked. wait
09:33
a second, it’s gonna be $40.
09:37
No. it’s not $40. It’s just
09:39
twenty. It’s ten per service.
09:40
Okay. Well, Why is the top
09:41
line? Do I have to pay you
09:43
upfront for no. That’s not how
09:45
it works. um it’ll it just it
09:47
caused that confusion so I
09:49
would never suggest using uh
09:51
package total and line items
09:54
There are reasons why you might
09:57
want to do that if you do just
09:59
my advice right here this
10:00
description location. uh please
10:01
make it explicit. To your
10:03
client that hey uh this service
10:07
is I’m sorry this uh amount is
10:11
the total and we’ve broken out
10:13
with each round is the other
10:15
reason I wouldn’t do it is
10:17
whenever you start to list out
10:18
the prices, especially if you
10:20
have a difference in price
10:21
between your rounds, you’re
10:23
liable to have someone say wow.
10:25
It’s gonna be $140 for the pre
10:27
immersion right before the
10:30
receding you know I’ve I get
10:32
that we have to do a bigger
10:33
dose because if we’re gonna go
10:34
longer without cuz we have to
10:36
let it Peter out before we do.
10:37
Receding but uh I’ll just pass
10:40
on that one service well, no I
10:42
no that’s not how it works um
10:45
so I would just hazard against
10:48
that. So what are our options?
10:51
Well? we have a number of
10:52
options um whenever we click
10:55
down here, we do have the power
10:56
to go ahead and we can say I
10:57
don’t want to package total and
10:59
light item. Instead, I only
11:00
want the package item totals
11:03
only so this is going to only
11:05
provide the $10 per service um
11:07
that way they can see. How many
11:09
brands are included, and it’s
11:10
also going to tell them how
11:11
much they’re going to be paying
11:13
each time that you come out. I
11:14
think that’s probably your best
11:16
bet um finally also have
11:18
package total only this is the
11:21
default setting whenever you
11:22
first tag on print items. Um
11:24
this is where only the Chad’s
11:26
test package is gonna have that
11:28
line item uh with that
11:30
information at the top so they
11:31
know it’ll be $40 or I’m saying
11:34
this case $20 uh for both of
11:35
the services that we’re
11:36
offering. So we’re gonna go
11:41
ahead and save that alright.
11:43
Here’s our gear icon and we’re
11:45
just gonna go ahead and do a
11:47
quick little bit of wizardry.
11:49
so we’re in our settings and
11:51
we’re gonna type in estimate.
11:52
it’s gonna pull up our estimate
11:54
settings right here now inside
11:55
of settings we have print
11:58
package items now if you’ve
12:00
never been in this particular
12:01
area when you come in, you
12:03
actually might see that it
12:06
looks like this. so you don’t
12:07
don’t say that usually happens
12:09
with service Autopilot. There
12:10
is different thing kinda hiding
12:12
behind the scenes so um it’s
12:14
who will know what are the
12:15
things on our about fifty step
12:16
check with. When we set service
12:19
autopilot up as a certified
12:20
adviser, if this is one of the
12:22
main things that we actually go
12:23
in um because if you’re setting
12:26
this up, it does not go back
12:27
retroactively for most
12:29
scenarios. so we need to set
12:31
this up first before we set
12:32
everything else up. so um a lot
12:34
of people and we’ve done. I
12:35
think we’re 1516 almost
12:37
seventeen essay setups last
12:39
week and this week uh just
12:40
doing this setting services
12:42
upsetting the templates up
12:43
setting the different features
12:45
up for service Autopilot users
12:46
um. So it’s at this point,
12:49
we’re doing this more than once
12:51
a day um, but there is a set
12:52
process you need so I’m glad
12:54
you you mentioned that this is
12:55
one of the stats cuz uh this is
12:57
an important step if you’re
12:58
doing it yourself or you’re
12:59
hiring a professional such as
13:01
simple growth that you wanna
13:01
make sure they know what
13:02
they’re doing in the right
13:04
order uh especially when it
13:05
comes to templates as you
13:06
mentioned templates are not
13:07
retroactive. so any changes we
13:09
make right here to the print
13:10
package items any existing
13:12
packages that you have already
13:14
put on an estimate template
13:15
will not. Changed so before you
13:19
make your templates, make sure
13:20
that you have your settings set
13:22
the way you want. um I describe
13:25
DS templates as time capsules,
13:26
they’re gonna encapsulate the
13:28
settings when you press save
13:30
after that or before that point
13:32
doesn’t matter is that the time
13:33
that you press save that those
13:34
settings are saved um so we
13:37
have our print package items.
13:38
We’re just gonna go ahead and
13:39
click that back open so as I’ve
13:41
mentioned before um we had said
13:43
I to package total and item
13:45
total. so we’re gonna go ahead
13:46
and. Select the second option
13:49
Our package item total only now
13:51
as soon as we press save, It’s
13:52
gonna kick me out cuz it’s
13:54
saved or back so if we wanted
13:56
to return, we just type in
13:58
again we go to settings as we
14:01
can confirm our package item.
14:02
Total only is where we’re at
14:06
perfect awesome. Now we go back
14:09
over to our estimate. We’re
14:10
gonna refresh this entire page
14:13
now we’re gonna go ahead and
14:13
we’re gonna open up uh estimate
14:16
2000. 2018.
14:21
Already so, as we know, we’re
14:22
gonna go ahead and check our
14:23
printer icon. We have changed
14:25
it to package item total only
14:27
and uh we’re gonna go ahead and
14:29
press preview and once again,
14:31
we’re not gonna change our
14:32
stage so one of the questions
14:34
that we get well. Gosh II don’t
14:37
have time to give trivia um
14:39
alright so as you can see now
14:41
uh where once it said twenty at
14:43
the top of the the right hand
14:44
corner mount now that’s
14:46
missing. Uh we only have the
14:48
information concerning um each.
14:51
Item um, and then, of course,
14:53
we could do the exact same
14:54
thing for uh total only same
14:57
issue but this uh doesn’t solve
15:00
the question that or posed,
15:03
which is how do I display
15:07
discounts for each of the
15:11
services inside of a package.
15:12
So this is a two-step process.
15:14
First off we can go through and
15:16
obviously uh to apply a
15:17
discount to any service and
15:19
service autopilot, be a package
15:21
or uh individual. We’re always
15:23
gonna be clicking on our
15:24
percent sign that’s gonna allow
15:26
us to select your discount.
15:27
We’re gonna go ahead and choose
15:28
our test discount of 1% cuz we
15:32
really we’re offering that big
15:33
discount for a package um and
15:35
so we’re gonna go ahead and
15:37
apply to both but in an orbit
15:39
question in question, you could
15:40
apply it just to one if it’s
15:42
particularly discounted just on
15:43
their first service. so it
15:44
gives you the granular back and
15:45
forth as well. I believe that
15:47
absolutely correct so thank you
15:48
for reminding me. we’re gonna
15:49
go ahead and delete it off of
15:51
the second week so now only.
15:53
Percent Sign for the first week
15:55
is green. That means that’s the
15:57
only one that has a discount
15:57
applied So now we’re gonna
16:00
press save but if I were to
16:02
press preview right now and now
16:05
we don’t wanna send it um we’re
16:08
we’re gonna have a problem. Is
16:11
right now it doesn’t display
16:12
that there is a discount It’s
16:14
only showing the discount of
16:15
the amount which is great. It
16:17
shows that hey, you’re saving
16:19
10¢ excuse me, but it doesn’t
16:21
actually provide you with any
16:23
information about uh why and it
16:24
doesn’t prevent you any
16:26
information about um what the
16:28
percent of that discount was so
16:30
what we’re gonna do instead is
16:31
we’re gonna go up here. You’ll
16:33
see there’s this show discounts
16:34
show discounts in the grid. We
16:37
turn that on and we go up here
16:38
and press preview.
16:43
And now suddenly we have our
16:48
discount line item and so if we
16:50
had gone in there and we had
16:51
changed what the discount
16:52
reads, then now they would have
16:54
an understanding of why there
16:55
is a discount but inside of
16:58
this package inside of uh the
17:02
estimate we have displayed the
17:04
discount uh just for that first
17:06
service and again if we had
17:08
applied it to both you would
17:09
see discount minus 10¢ for both
17:11
of these um and you can also
17:13
mix and match if you have
17:14
different discounts that you’re
17:15
applying, let’s say that you
17:16
have. Inside of your company,
17:19
you have a first time clean or
17:21
I’m sorry a first-time cut and
17:22
you also have a veterans that
17:25
you could have three different
17:27
discounts right, you could have
17:27
first time cut veterans within
17:28
the first time veterans cut and
17:30
then if you needed to apply uh
17:32
those different discounts to a
17:33
package, you can still mix and
17:35
match them so you you aren’t
17:37
required to set all of them to
17:39
the same discount and you’re
17:40
also not required to set a
17:42
discount for all of them. I
17:43
mean, as you can see it doesn’t
17:45
say discount zero under each
17:46
one of these. It’s not saying
17:48
well, we’re not gonna give you
17:49
a discount for the other stuff.
17:51
It’s just the first time it’s
17:52
only gonna present it where the
17:54
discount is present um and
17:56
that’s that’s really it’s not
17:58
it’s not super complex. Uh
17:59
there are a lot of moving
18:01
parts. you have to have your
18:02
discount set you have to have
18:03
your package set up you need to
18:05
have uh your estimate document
18:07
prepared already and then, of
18:08
course on your template. uh you
18:10
do have to make sure that uh
18:13
you’ve selected the correct
18:15
package print setting um and We
18:17
suggest that you first go to
18:19
your settings and make a global
18:21
option uh that way you’re not
18:23
having to make this change
18:24
every single time you wanna
18:25
send out a package but end
18:27
result, I think is still pretty
18:30
direct um lots of little moving
18:32
parts, but once you have all
18:33
your ducks in a row, uh
18:35
everything works exactly as you
18:37
would expect uh one last word
18:39
of caution on this particular
18:41
subject you might be tempted to
18:43
click the show Discounts button
18:45
right here to default it. I’m
18:46
gonna suggest you don’t. Do
18:49
That um I think there was a bug
18:52
they may have fixed it since I
18:54
haven’t tested in a while, but
18:56
there was a bug where it would
18:57
show a discount zero for every
19:00
single service you ever
19:00
selected ever um and so we
19:04
advise that you keep this
19:05
particular toggle off for now
19:07
um but I’ll test that I’ll be
19:09
able to let everyone know if uh
19:11
service auto pilot has
19:12
rectified better or not
19:13
awesome. I think it may have,
19:14
but we’ll put some notes in the
19:16
recorded version so appreciate
19:17
you joining us uh wrapping up
19:18
cuz I’ve got. To see the kiddos
19:20
here, but I’m gonna go out real
19:21
quickly um bump this out if you
19:23
are a simple client, don’t
19:25
forget on the bottom left hand
19:26
corner here of the screen we
19:29
have chat he live from 8 AM.
19:31
Actually. I’m sorry, 9 AM
19:34
Eastern to 10 PM Eastern 5 days
19:36
a week so another great
19:37
resource you pop it in here one
19:39
of the simple growth team
19:40
members will be with you
19:41
immediately um between 9 AM and
19:43
10 PM Eastern so huge resource
19:45
for any of the simple growth
19:47
clients there as well. Um what.
19:49
Again chatter, we’re gonna be
19:51
seeing a lot more of you
19:51
hopefully conference season
19:52
opens up here eventually with
19:53
vaccine but uh until then uh
19:56
Chad myself, the rest of the
19:57
team are gonna be joining you
19:59
live on Facebook so Callahan
20:01
corner ask the questions We
20:03
have live right here on
20:04
Facebook if you’re interested
20:05
in the comments um there is a
20:08
link right there simple
20:09
Systems.com forward slash essay
20:11
dash audit Sign up for a free
20:13
30 minute audit for myself or
20:16
Dylan No sales pitch, but we
20:18
literally show you what you
20:19
need to be set up for success
20:20
based on the size of your
20:20
business. The industry and um
20:24
what your goals are for 21 and
20:26
beyond so another huge resource
20:28
that um we’re just putting out
20:30
there to help people grow and
20:31
scale their business. Um Chad
20:32
look forward to see you on the
20:34
next Callahan corners. We’ll
20:35
see you again tomorrow uh
20:36
everybody out in Facebook land
20:38
um Callahan’s corner ask a

SA Weekly Talk Show: Lifecycle Marketing & Stages of Business

Video Transcript

00:00
Welcome back to the essay.
00:03
Weekly Talk show Mike Kelly
00:04
here breaking it down as we do
00:06
every Friday running a few
00:07
minutes late um but as always
00:09
wanna come on and provide some
00:11
content and some luring for the
00:14
essay community so uh if you’re
00:16
watching live or um on the
00:19
recorded version feel free to
00:21
uh drop any comments or
00:22
questions on here just to make
00:23
sure that we are live and it
00:25
looks like we are um so we’re
00:27
gonna be talking about today is
00:28
the stages of business. The.
00:30
Main stages of business and
00:32
what are the hurdles to growth
00:34
in those stages of business and
00:36
we’re gonna be talking about
00:38
life cycle marketing so a lot
00:39
of the things we’ve been
00:40
talking about is a recent is um
00:44
omni-channel marketing and a
00:46
conversational marketing, but
00:46
gonna bring it back to the
00:48
foundations. Um I just went out
00:50
and renewed my certification um
00:53
in foundational understanding
00:54
of life cycle marketing, so I
00:55
wanted to go in and kinda give
00:57
everybody a quick refresher,
00:58
but this is pretty um basically
01:00
relevant for. We’re at in this
01:03
time of the year cuz a lot of
01:04
businesses are at a certain
01:06
point and they’re looking to
01:07
scale their business and we run
01:08
into a lot of hurdles or
01:10
roadblocks um and scaling a
01:11
business to a million and well
01:13
beyond um so I’m gonna break
01:15
down um a high level of the
01:16
stages of business and some of
01:18
the pain points you may be
01:19
experiencing in those stages
01:21
and then um I’m gonna have to
01:22
break down so quick life cycle
01:24
marketing What it is what it
01:26
looks like and then how it
01:27
potentially can lead into some
01:29
areas in your business that you
01:31
are actually leaking revenue so
01:32
without any further delay
01:34
normal fashion. we’re gonna
01:35
bump this up here and pull my
01:36
other screen. Up um here. And
01:43
drop this in so uh what we are
01:46
looking at here is the stages
01:48
of business. um so this was
01:50
part of the certification that
01:51
I just went through um and this
01:54
is gonna be looking at the five
01:55
stages of business. so this is
01:57
gonna highlight uh for most all
01:59
businesses, particularly for
02:00
the service industry. Some of
02:01
these numbers may be a little
02:03
bit um lower based on each
02:06
stage far as revenue um
02:09
employees um team members and
02:10
biggest hurdles are very
02:12
relevant here. So this is an
02:14
interesting road map to success
02:15
um so. As we’re looking at the
02:18
solo manure, we have uh
02:20
basically one a and one B we’ve
02:22
got the entrepreneur with a
02:23
side job um and they’re doing
02:25
their service business on the
02:26
side as basically their main
02:28
job and they’re doing the
02:29
service business as a side job,
02:30
then um they’re gonna make that
02:32
lethal jump as we all pretty
02:34
much did or my case. I’ve
02:35
always been self employed uh
02:37
but provision most people are
02:38
going to quit the job stop
02:41
working for the man and put
02:42
some money in their pocket and
02:43
get rich um quick, which
02:44
obviously that usually doesn’t
02:45
happen but. That’s what we’re
02:47
thinking when we start these
02:48
businesses um so that’s why
02:49
we’re here at the essay week.
02:50
We talk to talk about these
02:51
things, but if you’re looking
02:52
at a sour, the business is a
02:56
side job, then it goes into
02:56
self employed uh traditionally
02:58
that point you are the one
03:00
employee you’re doing about
03:02
four to $10000 in sales and um
03:07
there’s about 6000000 of these
03:09
people in the US uh United
03:11
States in about 16000000 of the
03:14
side job uh full-time job side
03:15
job now. obviously, I think
03:16
these are bit understated. I
03:18
think there actually is more
03:19
um, but these are just people
03:20
are actually filing tax returns
03:21
so. Um I got a feeling at that
03:23
stage there maybe, at least
03:25
double of what we’re looking at
03:26
here uh but we’ll leave that up
03:27
to the IS, but in a in a larger
03:30
um look at this that is with
03:32
the majority of businesses are
03:34
landing and those are the um
03:36
the quote unquote low ballers
03:38
we’ve seen because they really
03:39
don’t understand how to
03:41
business how to run a business
03:42
um and it’s it’s basically the
03:45
owner the owner and maybe some
03:47
subcontractors there that’s
03:48
their team um so they’re out
03:50
there working in the business
03:51
not on it as Michael Gerber
03:52
would say so the biggest hurdle
03:53
here is time as an a side gig.
03:56
Um I’m gonna suggest on one a
03:57
it is. In getting leads, so how
04:00
do I go out and get those new
04:02
customers? I’ve never actually
04:03
gone out marketed and learn the
04:04
sales process so going in and
04:06
acquiring leads um is gonna be
04:08
the biggest issue right there
04:10
now our pricing structure
04:11
probably is not solid by the
04:12
way it should be um so those
04:15
leads probably are converting
04:16
into sales pretty easily
04:17
because most of the time we’re
04:19
overpricing the word um so as
04:21
you go into level two here,
04:22
this is a new employer. so
04:24
we’ve got two to three
04:26
employees um doing about 100 to
04:28
300000 in sales. I think that
04:31
that on average lays out pretty
04:32
nicely for lawn care home
04:33
cleaning industry. Uh there’s
04:35
about 1.7000000 of these stage,
04:37
two businesses um as far as the
04:39
team, it’s a partner or an
04:40
assistant. so it’s uh you
04:43
probably still working in the
04:44
field and you’ve got one or two
04:45
other people helping you and
04:46
now your biggest hurdle is
04:47
you’re in the field you’ve
04:48
kinda figured out how to get
04:50
some leads in how do we create
04:51
a sales machine to get to the
04:53
next level? Um so now we’re
04:55
going in here and as people
04:56
work with simple growth as a
04:58
certified adviser, this is
04:59
where most of the um people
05:02
start working. this is that
05:02
state. To business because they
05:05
figured out how to get some
05:06
leads in, but now they gotta
05:07
figure out how to convert those
05:09
sales while they’re still in
05:11
the field. That’s the biggest
05:12
hurdle so uh if you’re using
05:13
service Autopilot going out and
05:14
using automations on the pro
05:16
plus platform is gonna be a
05:17
huge help here because it’s
05:19
gonna start getting you past
05:20
that hurdle of growth now.
05:21
stage three is gonna be that
05:23
steady operation We’ve got four
05:25
to 510 uh guys or girls in the
05:27
field, including yourself and
05:29
we’re looking at um sales
05:31
between 300000000 um I’m gonna.
05:33
Suggest that maybe this is um
05:37
somewhere between 500 a million
05:39
um but that between the three
05:41
to 500 is about right. But if
05:42
you’re looking on average II
05:43
really agree with this chart
05:45
here um as well so uh there’s
05:48
about 1.9000000 in here and
05:51
this is as you’re going to
05:52
stage four. This is kind of
05:53
that uh big gap or everybody
05:55
falls in only 5% of all
05:57
businesses ever make it to
05:58
seven figures beyond that
05:59
million-dollar mark um the team
06:01
is basically one team you are
06:04
um.
06:07
Yeah, Basically one location
06:07
one team you don’t have
06:09
multiple like marketing
06:11
departments and sales offices.
06:13
This is pretty much one team uh
06:15
here and the biggest hurdle is
06:17
marketing and getting the jobs
06:19
and servicing them. um so we
06:21
figured out the sales machine.
06:22
We’re doubling down how do we
06:24
get more of those sales coming
06:26
in and then actually how do you
06:27
create a systemized process to
06:28
go and service them That
06:30
doesn’t involve the owner on a
06:31
day-to-day basis being in that?
06:33
so next day as we go. Stage
06:36
four business Now we broke that
06:38
million-dollar mark we’ve got
06:39
eleven to 25 employees uh
06:41
between one to 3000000 here. Um
06:43
I think that 3000000 kinda
06:45
pulls back a little bit um in
06:47
the service industry, but for
06:48
all intensive conversations
06:50
today, this is pretty accurate.
06:51
Um it’s about 700000 of those
06:53
in the whole United States uh
06:55
all businesses and their team
06:57
is multiple teams and leaders.
06:59
so you may have a landscape
07:01
division. you may have a
07:02
maintenance division Um you may
07:04
have a sales team and a
07:06
production team depending on
07:07
the industry. Now your biggest
07:09
problem here is people in
07:09
systems creating. Repetitive
07:13
task can be delegated in a
07:14
person knows how to do and when
07:15
to do it without relying on the
07:16
business owner and then jumping
07:19
into that stage five growth
07:20
here that biggest issue right
07:22
there is leadership and
07:23
culture. So how do you take the
07:25
mission vision values the
07:27
strategic play of the business
07:29
owner that leader and develop
07:31
that down through your
07:32
organizational chart. so the uh
07:34
the mission the vision, the
07:36
value that structure of that
07:37
business now is continue to
07:39
evolve. When the business owner
07:42
isn’t there and that’s the
07:43
biggest struggle um that we see
07:45
there at that stage, five
07:46
business and that is literally
07:49
going to scale um so we’ve had
07:51
the pleasure to drive through
07:53
pretty much all of these
07:53
challenges in my business and a
07:54
lot of the businesses that
07:55
we’re working with as we
07:56
continue to help them grow and
07:58
blast pass these growth hurdles
08:01
so life cycle marketing um is
08:03
near and dear to my heart. I
08:05
found it uh probably I would
08:07
say um eight or 9 years ago.
08:10
And uh very similar to Marcus
08:12
Sheridan if they ask you answer
08:13
and if the sales line who did
08:15
essay thrives keynotes um uh
08:18
Marcus had found life cycle
08:20
marketing um in the idea that
08:22
they ask you answer um about
08:24
the same time in river pools
08:26
and spas. so the idea here is
08:28
in this um diagram we’ve got
08:31
out to the left. You got all
08:32
your different lead sources. So
08:34
you’ve got Google Facebook um
08:37
Email Facebook messenger So
08:38
wherever we’re going. Per
08:40
click, we’re generating leads
08:41
and that funnel is really your
08:44
sales funnel. So the idea is we
08:45
wanna go in and capture those
08:46
leads. but what happens when
08:49
those leads aren’t ready to
08:51
convert and request an
08:52
estimate, but they’re just
08:53
searching your website or your
08:54
social media. What we need here
08:56
is a lead magnet that lead
08:57
magnet is gonna give them
08:58
something of value for their
08:59
first name last name and email
09:01
hopefully through an essay form
09:03
and we’re pulling them into our
09:05
database um and creating a long
09:07
term nurture education and
09:08
providing that procedure. Are
09:09
you doing that? they ask you
09:11
answer methodology um then uh
09:13
hopefully at this point they
09:14
get a bid. We’re gonna educate
09:16
and build trust so that is your
09:18
short-term nurture. So we’re
09:19
gonna talk about all the things
09:22
um that are going to be
09:25
inhibited of the customer
09:26
buying the service of those
09:27
price objections and we’re also
09:29
gonna go in and um continue to
09:33
educate and create that higher
09:34
perceived value. We can charge
09:35
a higher price. We shorten that
09:37
sales cycle so going through
09:37
it. Automated estimate follow
09:40
up similar to 20 days to close.
09:41
We’re going through automated
09:43
emails text messaging phone
09:45
calls from your office ringless
09:47
voicemails. We’re gonna convert
09:49
that lead and process the sale
09:51
hopefully getting a credit card
09:52
on file and setting up um a
09:55
process there and the way we’ve
09:57
suggest doing that is fulfill a
09:59
welcoming and wow sequence
10:00
where we’re having an automated
10:01
process to get a credit card on
10:03
file a welcome email
10:04
acclimating them when to what
10:06
to expect a 3060 90 day. For
10:08
all reoccurring services or a
10:11
one-time, follow up for a
10:13
one-time service. so once again
10:15
we’re gonna interact and
10:17
communicate to the customer or
10:18
the lead where they’re at in
10:20
the customer life cycle and
10:21
have segmented through an
10:24
automated but personal
10:26
conversation based on where
10:26
they’re at in the life cycle.
10:28
Um next thing we’re gonna do is
10:29
we’re gonna go out and sell um
10:30
so we’re gonna up sell based on
10:32
the services they have and they
10:34
don’t have and maybe possible
10:36
estimates that are in the
10:37
queue. so we’re gonna go out
10:38
and have a personalized but
10:39
automated. Experience based on
10:41
where they’re at um in their
10:44
buying journey with you that
10:46
customer journey, then we’re
10:48
gonna go out and create
10:49
advocates so those advocates
10:51
are the people that love our
10:53
services. They’re the net
10:54
promoters the nine or ten we’re
10:56
gonna get them to go out and
10:57
social media and review us for
10:59
social proof. Uh we’re also
11:01
gonna go out and get them to
11:03
give customer referrals so the
11:05
idea of the perfect customer
11:08
life cycle is being able to
11:08
talk to. Each specific leading
11:11
client where they’re at in the
11:13
process through an automated
11:14
process um on service autopilot
11:17
and be able to continue and
11:19
scale your team and as you can
11:21
see here uh in the previous
11:23
chart those sales between 10100
11:26
thousand and a million is the
11:28
biggest hurdles of growth our
11:30
sales in marketing and service
11:31
and being able to scale this
11:34
and automate it not have to put
11:35
an extra person in your office
11:37
or if you have people in your
11:38
office, We’re not replacing.
11:39
But we’re gonna use the
11:41
automation in life cycle
11:43
marketing to put them in front
11:44
of the hottest most qualified
11:45
leads when they’re ready to buy
11:47
and this process will continue
11:49
to warm them up from a cold to
11:51
warm to a hot prospect and once
11:53
they become a client, we’re
11:55
gonna fulfill. We’re gonna
11:55
network. We’re gonna welcome
11:57
them. We’re gonna wow them.
11:58
We’re gonna up sell them and
11:59
then we’re gonna keep them to
12:01
be brand advocates to go out on
12:03
social media and review us.
12:04
We’re gonna get them to refer
12:05
their family and friends and
12:07
we’re gonna create a full-blown
12:09
Liza. Marketing play here to
12:13
scale pass the growth points to
12:15
hit a million and well beyond
12:17
now you maybe thinking Mike
12:18
I’ve already broken a million
12:20
possibly and I’m kinda getting
12:21
into stage number five a growth
12:23
company. that’s my leadership
12:25
and culture or people in
12:27
systems well people in systems
12:29
can be be automated. Those are
12:31
gonna be a repetitive task and
12:32
they can be done across six to
12:34
seven different areas in the
12:36
business but uh customer
12:38
service billing scheduling
12:40
equipment maintenance um the
12:42
owner and all the different
12:42
areas those. Sub areas can be
12:45
done through a repetitive task
12:47
on a daily weekly monthly
12:48
quarterly annually basis with
12:51
instructions videos and
12:52
deadlines. so we’re taking
12:53
within the business owners
12:54
habit of the top management
12:55
head and being able to
12:56
disseminate that information
12:58
throughout the organization for
13:00
accountability and scaling of
13:01
people and systems, and then
13:03
those leaders as we go to stage
13:05
five, we need to really dial in
13:08
and tackle that um mission
13:11
vision values that strategic
13:12
leadership in that. Buying and
13:15
get that to be replicated
13:17
through the different layers of
13:18
middle management right down to
13:19
the ground floor, but those are
13:22
gonna be your five stages of
13:23
business there um and those are
13:25
the main hurdles that you’re
13:27
going to see along your journey
13:29
at least that I saw in my
13:30
business and after um learning
13:32
about life cycle marketing with
13:34
basically the same exact shirt
13:35
here um it’s been updated a
13:38
little bit but basically same
13:39
methodology, eight or 9 years
13:40
ago, would allow our business
13:41
to scale to a million and
13:43
beyond um these are. Exact
13:45
hurdles that we hit in my lawn
13:48
care and landscape business and
13:49
now um as we’re scaling simple
13:51
growth to that, seven figure
13:52
mark and hopefully well beyond
13:54
again. um these are the
13:56
exponential growth hurdles that
13:57
I’m seeing in this business as
13:58
well. So if you’re looking at a
14:01
cheat sheet of where you’re at
14:02
what you’re gonna see is your
14:03
glass ceilings. This is a
14:05
really good road map that you
14:07
can be looking ahead um and in
14:09
order to break through that you
14:12
really wanna be able to go in
14:12
and. The perfect customer life
14:17
cycle here um it all all these
14:19
steps along the way will
14:21
address the pain points above
14:23
so in closing um one of my
14:25
talks that may have been essay
14:27
three or four. um I brought
14:29
this up and propose that we are
14:31
along that customer life cycle
14:32
literally throwing good money
14:34
in the trash cans below here um
14:36
so this is just another visual
14:38
version of the life cycle
14:40
above, but you’ve got your
14:41
leads your Facebook ads. On
14:43
AdWords nineRounds banners, ed
14:47
in messenger we’re driving them
14:49
through a website or a bot, and
14:50
if they’re not ready to convert
14:52
uh hopefully we have a pixel so
14:53
we can create a targeted
14:54
audience so we can retarget
14:55
them and we have a lead magnet
14:57
to capture that lead. So it’s a
14:59
lead we own. We’re not
15:00
borrowing it from Facebook or
15:02
or so if you get the perpetual
15:04
Google slap or the Facebook app
15:05
with an algorithm uh your
15:07
business could cease to exist
15:09
for lead flow so you could be
15:11
going back to your stage two
15:12
business. Issue right here
15:14
because you’re borrowing your
15:15
traffic or your lead sources
15:17
from Google and Facebook So the
15:18
idea is we wanna capture as
15:20
many qualified leads as we can
15:21
and put them into our CRM,
15:23
which is service Autopilot
15:26
automate that system. So the
15:27
next thing is we go into our
15:29
sales funnel and we’re driving
15:29
them through. We’re hitting
15:31
with that short term nurtures.
15:33
We talked about and then we
15:34
have an automated estimate.
15:35
Follow up for the estimate 20
15:37
days to close. so we submit the
15:39
estimate the estimate follow
15:40
happens and then all the
15:41
estimate. Lose if we’re not
15:44
tracking them in our database
15:45
and be able to talk them
15:47
specifically in that customer
15:48
life cycle as a lost, Boeing
15:50
estimate or locks cleaning
15:51
estimate uh in my opinion,
15:53
we’re throwing money away
15:55
because those are leads we paid
15:56
for those are leads we can
15:57
nurture and those are leads
15:59
that we can convert back into
16:00
clients now if we’re lucky
16:01
enough to make the sale and I
16:03
know everybody watching here,
16:04
it’s not luck cuz we have a
16:06
process um we’re gonna go and
16:08
welcome them while them after
16:10
fulfillment. We’re gonna do
16:11
that 3060 ninety-day. Up and
16:13
we’re gonna create a monthly
16:15
newsletter for leads and
16:16
clients for education and
16:17
promotion so once again that
16:18
loss estimate can be funded in
16:20
to that monthly nurture now if
16:23
we had a one-time sale across
16:25
the the top, don’t have an
16:27
automated process to say if
16:28
it’s a one-time service and
16:29
within 7 days, they don’t book
16:31
a reoccurring service. We are
16:33
losing money. that’s another
16:34
hole in our sales pipeline, so
16:36
we wanna be able to go out and
16:37
up sell reoccurring services on
16:39
an automated system because if
16:40
we’re out there doing. And
16:41
doing and doing we’re gonna
16:43
forget to up sell up sell up
16:45
sell now if we’re lucky enough
16:47
to to get them coming as a
16:50
reoccurring sale, a gateway
16:52
service say say a lawn mower
16:53
and you’re fertilizing the idea
16:55
is once we get them into these
16:57
reoccurring services we need to
16:59
up sell additional services so
17:01
if you’ve been listening to
17:02
John Pot of the lawn care
17:03
Millionaire Co-founder Service
17:05
autopilot um myself, I’ve been
17:07
preaching along Jonathan’s uh
17:09
teachings is we wanna go out
17:10
and sell? Gateway services um
17:13
those are the things we can
17:15
measure online and sell over
17:16
the phone and then we’re gonna
17:17
go out and up sell ancillary
17:19
services to raise that client
17:21
lifetime value and hopefully
17:22
some of the services our
17:23
services that you can do while
17:24
you’re on the property all in
17:26
one visit. So don’t have an
17:28
automated way to go out and up
17:30
sell off your gateway services
17:32
we have a sales pipeline hole.
17:34
We’re losing some money here.
17:35
then we wanna go out and up
17:36
sell with seasonal timing. so
17:38
if you’ve seen any of the um
17:39
videos of late where people are
17:41
going out. Working with girl
17:44
drop in 6070, sometimes eighty
17:46
ask request they’re getting in
17:48
five to 6 hours um and you can
17:50
definitely build this yourself.
17:51
so I’m not promoting it. You
17:52
have to work with us as a
17:53
certified adviser, but what I’m
17:54
saying is the keys to success
17:57
that we have seen have been the
17:58
customers using seasonal up
18:00
sells with logic of they do
18:02
have they do not have this
18:04
service and then we market to
18:06
then we’re gonna go in and once
18:07
again, we’re gonna pump that up
18:09
4050 percent of that lifetime
18:10
value again and then the last
18:11
thing is going. Reactivating
18:13
your loss estimates and cancels
18:15
80% of your clients
18:18
statistically are indifferent.
18:19
They’re not happy. They’re not
18:20
mad. You just didn’t fit the
18:22
need or maybe uh their kid came
18:23
home to cut the grass while
18:26
they’re home from college, but
18:27
we’re gonna stay ahead of them.
18:28
We’re gonna nurture them and
18:29
then go out and up sell and
18:30
reactivate that service every
18:33
12 months um so when little
18:34
Johnny goes uh you know isn’t
18:37
going to college anymore, he
18:38
graduates and he leaves they’re
18:39
gonna need somebody to cut the
18:40
lawn who’s gonna be top of for
18:42
you are gonna be top of mind
18:43
because you’ve been nurturing
18:44
them. Through the process um
18:47
over the last 4 years, so like
18:49
I said they didn’t get ready
18:51
because they weren’t happy or
18:52
unhappy. they just had another
18:53
option they had to tag in there
18:55
so we don’t wanna take those
18:56
law assessment, cancel people
18:59
um and forget about we paid
19:01
good money to acquire those
19:02
needless nurture and up sell an
19:03
annual basis so um as we wrap
19:05
this up, hopefully that was
19:06
helpful, but a lot of people
19:07
wanna know what are those
19:09
hurdles of growth as I’m
19:10
scaling this business, so I
19:11
wanna take a look at the five
19:12
stages of business and what are
19:14
the hurdles to growth um as
19:15
it’s is your business. As a
19:18
side job, it’s time as you are
19:19
self employed for the first
19:21
time, it’s getting those lead
19:22
now that we’ve gone in and got
19:24
to about $100000 Mark revenue.
19:26
It’s creating new sales and
19:28
then going for stage three is
19:31
marketing and service and then
19:34
people and systems and
19:35
leadership and culture and the
19:36
secret to that success the
19:38
breakthrough those barriers of
19:39
growth is um life cycle
19:41
marketing and creating that
19:42
customer uh life cycle. We need
19:45
to be able to talk and segment
19:46
to where they’re at service
19:47
specific client or lead and
19:50
have an automated but personal
19:51
conversation about time. Back
19:53
and empower your team to get in
19:55
front of the most qualified and
19:56
hottest leads in real time when
19:58
they’re ready to buy. so
19:59
hopefully that’s helpful, but I
20:01
wanted to break it down as a
20:02
weekly talk show coming at you
20:03
back again next week. 1 PM
20:06
eastern 12 PM Central Mike
20:09
Callahan with simple growth
20:10
certified Adviser for Service
20:12
Autopilot um and really excited
20:14
to continue helping and grow
20:16
the knowledge of the ecosystem.
20:18
so we’ll see you again right
20:19
back here. Essay Weekly Talk
20:21
show twelve Central 1 PM
20:22
Eastern. Mike Callahan uh with
20:25
growth certified adviser of

SimpleGrowth Training – Upsell Services & Frequency

Video Transcript

00:00
Hi guys. so one of the questions we get is what if um
00:05
people want more than one of my services or if we’re cleaning
00:08
what if they wanna try different frequency like I
00:10
might get a quote that comes in and says I get a price for once
00:13
a month and I look I’m like that’s a great price. Let’s see
00:16
what I can get for um every 2 weeks instead, um same with
00:20
lawn care like somebody comes in and they get a quote for
00:23
lawn care and then they maybe think that you know. I also
00:25
wanna get uh mulching in that. and then we provide
00:29
opportunities to also get that um at the same time. So just
00:34
because it’s really important with our simple growth chat
00:36
that we are doing a couple things, but one of them is that
00:38
we’re providing you mostly with the highest value of potential
00:43
revenue right our goal with our chat bot for the estimator
00:47
portion. We have like lots of other goals, but for the
00:49
estimator portion, our goal is that you capture leads and you
00:53
convert them as quick as possible to the highest amount
00:56
of money. So I just kinda wanna give you an example of like
00:59
what that would look like in our cleaning bot.
01:08
Okay. So I’m gonna get a quote here. so I’ll click get a
01:11
quote. And then we’re gonna ask the four important pieces of
01:16
information that you need so that even if they don’t get a
01:18
lead immediately, then that you can provide um that you can get
01:23
back to them and provide the information, but you know at
01:27
the right time. so like if they wanna get a quote and they
01:29
don’t finish it on the weekend you can hop in on Monday, Email
01:32
text call whichever whatever your follow-up system is okay.
01:37
I’m gonna switch over to this messenger view. It’s not as
01:39
overwhelming. so we’re gonna answer those quick questions
01:43
that um you need to get up. At the address. And then let’s say
01:52
again I wanna show you like email and then we’re gonna
01:56
capture the phone number. so even at this point if they
01:58
don’t go through with their quote, you have their email and
02:01
now you have the phone number um and just to show you like if
02:05
they’re not in our database, then we’re just gonna ask them
02:07
how big their home is so ask them how big this at home and
02:12
how often they wanna get clean. So let’s say they start up by
02:14
saying every week, then you know we’re gonna give we don’t
02:18
have prices built into our um and so then we’re gonna give
02:22
them a. For the first time through and then the cold for
02:24
every week and now we’re gonna ask them three questions next
02:27
step. Do you have a question or would you like to get another
02:29
frequency again? So we’re trying to get you the highest
02:32
value lead at um the You know most consistency. So then we’re
02:38
gonna go.
02:41
Okay, so actually accidentally hit the that so then we’d say
02:47
they will over here like different frequency and then
02:49
we’re gonna take them back in because maybe I like that I got
02:52
for every week and now or every other week and now I wanna get
02:55
it every week so you can see really our goal here for you is
02:58
that you um are providing what your customer wants and if it’s
03:03
a different frequency. if it’s if it’s adding another service,
03:06
you are always trying to help you up sell and upsell. you
03:10
know your leads to get the most um value. Have a great day.

SimpleGrowth Training – Default Message

Video Transcript

00:01

hi guys all right welcome to day three

00:03

of our

00:04

mini course we want to help you get

00:06

started with chat marketing

00:08

and start to implement on new channel

00:09

marketing um new channel communication

00:12

all that good stuff

00:13

so day one we set up your general

00:15

message

00:16

like we said somebody’s like ringing the

00:18

doorbell who you want to know where

00:20

they’re at the right place

00:21

the second day we set up your welcome

00:23

message so once they come in

00:25

then we set it up that we could kind of

00:28

start the conversation you gave him a

00:30

couple options um like get a quote

00:33

talk to you using your phone number or

00:35

ask a question

00:36

and each one of those then we set up the

00:38

following a follow-up message either

00:40

call immediately with your phone number

00:42

or if they ask for a quote

00:44

then we capture the relevant information

00:46

that you would like and responding back

00:48

so now what happens when somebody comes

00:50

into your chatbot and they say something

00:51

that you tap i didn’t understand it

00:53

wasn’t one of the first three questions

00:55

well we have set up um a default message

00:58

for that

00:58

and that’s kind of um it’s kind of cut

01:01

so they understand that like if somebody

01:03

came into your chatbot or let’s say they

01:05

came in your store and they said

01:06

something you understand

01:07

you’re not just going to stare at them

01:08

and say nothing right like

01:10

no what you’re gonna do is have a

01:12

response and what we’re trying to build

01:14

in to your chatbot then is a default

01:17

response

01:18

that lets them know like they were heard

01:20

i think that’s the most important thing

01:22

is that they know that they were heard

01:23

when they ask a question that does you

01:25

know chat but doesn’t understand

01:26

how do we do that okay so we’re in our

01:29

mana chat again so you’re going to click

01:31

on the left side here which is of course

01:34

like our kind of our

01:35

toolbar we’re going to click on the

01:37

bottom right here settings and then

01:40

we’re going to come

01:40

over to messenger

01:44

and so really what this is just setting

01:45

up the main parts of your messenger

01:47

and like this is where we did our

01:48

welcome message now we’re going to click

01:50

default

01:52

and there’s a couple basic things that

01:53

you want to do when you set up your

01:55

default

01:56

first you want to make sure up at the

01:57

top here you can have it trigger every

02:00

time

02:01

but you really don’t want to do that

02:02

because any time there’s a response

02:04

you’re going to keep getting that same

02:05

message back back back

02:06

so we really like to set it to once

02:09

every 24 hours

02:11

and then we’re going to click edit

02:14

because that’s how we make the changes

02:15

right if we don’t click edit we can’t

02:16

make any changes

02:18

so first step it that comes in here

02:20

we’re going to create

02:21

the yellow welcome message

02:25

action message and so the action message

02:27

right here

02:28

the first thing you’re going to do i’m

02:29

going to get rid of these so you can see

02:34

it

02:40

and again if you if your action message

02:42

isn’t populated when you go to fault

02:44

just look

02:44

click in this plus button right here

02:46

action so i’ll just delete this one

02:49

so you can see it won’t let me delete it

02:51

because it has to have starting flow but

02:53

pretend we weren’t going to create our

02:54

new actions you’re going to drag it over

02:56

here

02:56

and then you hover above the top and

02:58

delete so

03:00

click in this box and then we work over

03:02

on the left side

03:03

action and the first thing we want to do

03:05

is make this an open conversation so

03:07

that you can respond so

03:08

mark is an open conversation and then

03:11

the second thing is we want to get you

03:12

to get notified right if somebody comes

03:14

in and

03:15

says something or does something that

03:17

needs a response you need to be notified

03:19

so you click on add action

03:21

notify admin and then

03:25

you click on this to notify so like if

03:27

you and other people on your team are in

03:28

here you could click who all received it

03:31

again if you want you could click an sms

03:33

that’s going to cost you

03:35

a penny a message i really think it’s

03:37

worth it

03:38

um so make sure especially when you’re

03:40

getting used to using your omni channel

03:42

marketing

03:43

that you’re not missing a message this

03:45

is the great stuff right here

03:47

then what you can do is you’re going to

03:49

get rid of this message just kind of

03:51

auto populates

03:53

and so i’d like to put their name and i

03:55

like to say

03:56

just ask and then what happens

04:01

we’re gonna hit return and then you come

04:02

to the little squigglies right here

04:04

and you’re gonna put if you start typing

04:06

input last text input

04:09

so what happens is whatever they put

04:11

last you’re gonna get that in your

04:12

message

04:12

so you know the question ahead of time

04:14

so like let’s say they ask

04:16

uh when do you have time for cleaning we

04:18

can go look at your calendar

04:19

and then respond or like let’s say they

04:22

ask you

04:23

um oh i want to change my service date

04:26

maybe it’s a customer that came in

04:28

then you can go look at their schedule

04:29

and see when you can change it

04:31

so again what we did here is we click

04:33

the notifications just ask

04:35

key part is to click on the squigglies

04:38

and if you type start typing the word

04:41

input

04:43

and if you spell it right it’s going to

04:45

pop up

04:46

all right then now we just did this what

04:49

would happen so far is they’d say

04:50

something

04:51

you’d get notified of what they said but

04:54

the person who wrote that’s going to get

04:55

no

04:56

input and we want to give them that so

04:57

they know they were heard so you’re

04:59

going to

05:00

drag the squiggly line and you do send

05:02

message

05:04

and let’s put their name in there again

05:07

so they feel it’s more personalized like

05:09

hey

05:11

so we’ll come down a little squiggly

05:13

here ampersand’s brother called

05:15

jennifer oh wrong first name

05:21

and i could just say like um

05:25

thanks or i actually we don’t want to

05:28

say thanks because maybe they like

05:30

said something with stakes is

05:31

inappropriate or awesome so let’s say

05:35

i’m just a chatbot and a lot of time

05:38

just going to get your chatbot name so

05:39

i’m

05:40

just susie the chatbot

05:49

[Music]

05:50

um

06:06

okay so we just said hey first name

06:10

i’m just using the chat bot i’ll get

06:11

some and how about

06:13

ah this is what i want to add i’m susie

06:14

chatbot

06:16

and i don’t understand

06:22

everything yet

06:27

okay i like that again here now we want

06:30

this to be like a conversation and easy

06:32

to visually go through so this is why

06:34

we’re going to put this

06:36

space in here and let’s put like a

06:41

um

06:42

[Music]

06:44

you could do like this i’ll get some

06:46

from this customer service team

06:48

or so what we wrote here is i’m using

06:50

the chatbot and i don’t understand

06:51

everything yet

06:52

so i know that they’re like they

06:53

obviously knew probably maybe they

06:55

didn’t that they were engaging with

06:57

an automated system but we’re confirming

06:59

that you got that

07:01

and that you’ll get someone from the

07:02

customer service team and then you hit

07:04

publish

07:07

again you want to preview this message

07:08

right so you can hit preview

07:13

send a messenger

07:18

and then if i open up my messenger

07:34

that’s right i can’t show you i forgot

07:36

because i only have the one screen up

07:38

wait i can add a screen i think right

07:45

screen showing stream

08:17

okay let’s see here i want to see how i

08:19

want this to show for you guys

08:29

okay so we’re gonna see what it says now

08:31

if you look at the message down here

08:33

it says hey jennifer i’m susie the

08:35

chatbot i don’t understand everything

08:37

yet

08:37

i’ll get someone for the customer

08:39

service team asap

08:40

and then you know that message looks

08:42

good so that’s really

08:44

so if we go back and summarize what we

08:47

we did here

08:50

all right so what we did is we went

08:54

to um settings

08:58

and then we went to messenger default

09:02

we added the flow we added a

09:06

action box we made sure that it’s open

09:09

and the notification includes the last

09:12

text input so you know what they said

09:14

and then we acknowledge to them that

09:16

they that we heard their message

09:18

and let them know over the chatbot and

09:20

we’ll get back to them as soon as

09:21

possible

09:22

and so you can see why like back to this

09:24

step i think it’s important that if you

09:26

have it on

09:26

sms especially when you’re first getting

09:28

used to it so you don’t miss any

09:29

messages because you really want people

09:31

to feel like they’re heard

09:32

and you know the quickest way to convert

09:34

potential client is to have

09:37

uh you know beyond the action and

09:39

communicate in efficient manner

09:41

thanks if actually and if

09:44

you know one thing like to show you like

09:47

we can really build out

09:49

um just to give you a sneak peek maybe

09:51

it’s like what you can do

09:53

with the default message

09:58

and i’ll show you kind of like what we

09:59

have built on ours because

10:01

once you get past our initial training

10:03

then you might want to build out

10:04

something else or you might want to also

10:06

um actually let’s see how do i want to

10:10

do this

10:12

you might want to

10:16

um not below yourself and have us build

10:18

it up for you

10:20

but i’ll kind of give you an idea of

10:22

like what you can do for the default

10:24

message

10:25

edit

10:30

preview

10:48

i’ll show this on the stream again

10:58

okay right so

11:00

sneak peek portion what you can do and

11:02

again if you don’t want to build this

11:03

out yourself

11:04

reach out to somebody and we’ll have

11:06

somebody from our team

11:07

kind of tell you all the things we can

11:09

do but this is what you could

11:12

i didn’t go through yet again sometimes

11:14

if it doesn’t preview right away just

11:15

hit preview

11:17

check it out open a messenger

11:24

let’s take in his time because of the

11:26

wi-fi

11:34

that’s your refresh

12:00

i know the problem is i have my default

12:02

on

12:03

for 24 hours

12:06

edit and i’ll just show you here so what

12:09

you what we can have built in here

12:11

is in the default because maybe somebody

12:13

pushed something it’s kind of similar to

12:14

our main menu where you could build and

12:16

get a quote

12:17

ask a question or if you’re looking

12:18

around and it can take you to the main

12:20

menu

12:20

so really that’s the other you know we

12:22

when we started we built a pretty basic

12:24

default message because

12:25

to um really cover the main things we

12:28

want to do

12:29

acknowledge that somebody was heard and

12:31

let you know what they said

12:32

but once you get in deeper you can

12:34

really give them options in the default

12:36

because sometimes somebody might say

12:37

like oh looking to

12:39

you know clean my bathroom and so we

12:42

want the default messages to trigger

12:43

that they get the option to get a quote

12:45

so that’s like the future what you can

12:47

do in the future or if you’re looking

12:49

for help just reach out and

12:50

we can set you up with one of our bot

12:53

team specialists

SA Weekly Talk Show: V3 Ticket Workflow

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 weekly talk show um host

00:13

Mike Callahan here as a certified Adviser of Service

00:16

Autopilot, and as we do uh several times a month with the

00:21

SA Weekly talk show we will go out and break down features and

00:24

functions of service Autopilot so uh as a normal live

00:30

broadcast if anybody’s watching on the live feed right now, if

00:33

you can hear the audio uh please type in the. To just let

00:36

us know but what we’re going to be doing here is going out. I’m

00:39

gonna check my phone just to make sure that we uh are

00:42

broadcasting and we can see uh what it looks like here for the

00:46

audio but we’re gonna be looking at here on the essay.

00:48

Weekly talk show is vthree tickets and a workflow so um

00:55

happy to answer any questions on the live and recorded

00:58

version, but we wanna go out and um kind of create a

01:02

workflow and build upon um a lot of the great video.

01:05

Autopilot has created around vthree tickets but go in and um

01:08

kinda demystify some of the systems and put a workflow to

01:11

  1. Uh so we’re not gonna be talking about just about the

01:13

features and functions of vthree tickets, but how to

01:16

actually go out and create a workflow with those tickets and

01:19

some time saving steps that um the simple growth team has uh

01:23

developed with the workflow the way we’re utilizing it in

01:26

service Autopilot as a general user of service autopilot. So

01:30

without any delay, I’m gonna go in and jump in and pull up my.

01:35

Screen here Awesome. Uh Brent says you can hear me that is

01:39

perfect so uh in addition what I’m gonna be doing is um if you

01:43

wanna get a access of a recorded full version of the

01:46

essay, weekly talk show not just what I’m showing here, but

01:48

a complete workflow training of vthree that builds even farther

01:52

than this uh in the show links Um I’m going to put right in

01:56

the comments um bthree training link, and it is a free video um

02:03

that will. Go in and um literally show you how to do

02:09

this and you can go in and invite your team members as

02:12

well so um.

02:16

Let me just put that in here Oh I will put that in uh so this

02:20

is actually the website ur that the live or the recorded

02:25

version of the full version of what I’m going over to is gonna

02:27

be here. So I’m gonna put that in here in the show, notes real

02:31

quickly alright now that they’re in there. uh we’re

02:35

gonna dive into this live training so once again, if you

02:38

have any comments or questions around this uh please let me

02:40

know but what we’re gonna do is diving into the simple growth

02:43

workflow for auto service Autopilot Vthree ticket

02:46

feature.

02:49

Alright, so let me adjust my screens here and we will get

02:53

right into it. So new tickets and workflow, we’re gonna

02:58

streamline the lead flow creation um and if you haven’t

03:02

noticed the new tickets situate tickets um future function

03:07

inside service Autopilot. It has replaced um the old to do’s

03:11

and I’m gonna go in and show you how to take to dos if

03:13

you’re heavily relying on how to convert those into tickets

03:17

um with the same kind of workflow and function or

03:20

functionality and even more functionality um I really like

03:24

these tickets. it took me a little while to dive in and

03:26

understand them, but um after spending several hours of going

03:29

through in system. And streamlining the workflow. I’m

03:33

gonna share what took me a few hours to really dial in for the

03:35

simple growth team um and show you here in the next few

03:38

minutes so hold on and uh I’m gonna show you what we’ve got

03:43

so gonna give you a quick sneak peek at our workflow uh before

03:46

the training starts and then we’re gonna dive into the

03:48

training so traditionally I jump right into the training uh

03:51

here. I’m gonna give you a sneak peek of what the end

03:53

result could be so um before we get to that, we’re gonna go

03:59

into um the general overlook of tickets and workflows. so I’m

04:04

gonna hop in and grab my pointer. So I can uh use this

04:07

basically, but in vtwo or vthree tickets are going to

04:11

pretty much be the same way. There’s gonna be some different

04:13

lead entry points in different ways. Um we get to them, but

04:16

the functionality of the tickets are gonna be the same

04:19

on version two version three and our tickets are going to be

04:24

utilized for both clients and leads in the system. so the

04:28

four types of tickets that are available inside service

04:31

Autopilot right now after the last major update is emails and

04:35

  1. To look at the emails is um emails really don’t need to um

04:40

have anything done to them, but what they do is they actually

04:43

are closed out ticket and it’s visible in the activity screen.

04:47

Um we set those emails. It’s gonna create that close

04:50

tickets. We have a record of that uh email as a ticket. now

04:54

calls calls are gonna be used to document um basically a call

04:58

that you’ve made or voicemail so one of the thing that was

05:00

really big at Callahan’s lawn care to do is now transferring

05:04

over to tickets. Is if we made a call to a client um it wasn’t

05:08

documented or done unless it was documented. so we wanna go

05:12

in and called Missus Smith followed up on um an estimate

05:18

or missus Smith called and it was a damage case. There’s an

05:21

issue or we left the voicemail called Missus Smith left the

05:24

voicemail, so the things that we wanna look at is our emails.

05:27

We don’t have to do anything they are created into a close

05:30

ticket. um for that activity screen, it’s sorting down calls

05:34

are used to document calls or voicemails and the third type.

05:38

Is notes now these are used for anything that is not sent an

05:42

email or related to calls and voicemails. Now a sub category

05:48

of a note is a calendar event. That’s the fourth type. So I

05:53

think someone at service Autopilot might have been

05:55

rained that in their training uh really eloquently explain

05:59

that um the calendar, the notes is actually almost a folder in

06:03

the calendar event sits inside that folders. you can have

06:06

multiple things inside that folder. Um so calendars are

06:11

that sub item of the ticket use for non events that need to be

06:17

scheduled dispatched and completed in the next few

06:20

screens. I’m gonna break down an extremely high level. What

06:24

are the use case scenarios for all four of these types of

06:27

tickets and once again, if you have questions just let us know

06:29

and we’re happy to break that down for you. so the first type

06:33

of tickets here type one again is email sent um and they’re

06:37

gonna create that close ticket and the use case is um it’s a

06:40

viewable audit trail. Of emails sent on the client in lead

06:44

screen now type two is gonna be calls used to document calls

06:48

and voicemails. so the use case um is internal documentation.

06:52

Um if it did not happen, it did not happen unless it was

06:57

documented. So we wanna document everything that

06:59

happens and it’s it’s documented inside type number

07:02

two, which is calls now type number three are notes and

07:06

they’re used for anything that is not send an email or phone

07:10

call. Or voicemail so use cases non account specific notes,

07:14

which will be your internal notes and issue follow up. So

07:18

once again, we’re gonna show you later how to filter this

07:21

down on the activity screen and be able to see um certain

07:24

things that used to be in the client timeline and then type

07:27

number four is those calendar events the sub item of a ticket

07:31

for non billable time that needs to be scheduled

07:34

dispatched and completed so use cases are going to be going out

07:38

and doing estimates on site or if you’re assigning them to a

07:41

person in the office to do so, what happens should happen um

07:45

and it’s not have to be man. Babysit by the business owner,

07:48

but the ticket itself will manage the fact that these

07:51

estimates are signed with the deadline to get done quality

07:54

control Equipment Maintenance office has just to name a few,

07:57

but those are the big ticket items that I’m thinking inside

08:00

tickets that you’re gonna want to use in type four calendar

08:03

events, which are basically a sub calendar of type three

08:06

notes. Things that you wanna look at as you go in um under

08:12

the gear icon tickets which used to be to do is we wanna go

08:16

in and standardize your ticket type. So this is a great time

08:19

now going in to um the end qfour the beginning of Q. One a

08:25

lot of businesses at least in lawn care and landscaping are

08:27

starting to slow down. Maybe we’re getting in the snow

08:29

removal holiday uh season to come up for home cleaning

08:32

friends. but after that slows down this is a great time to

08:35

take a time and go in and just take a. An audit of what you

08:39

got in there under the gear icon tickets and start

08:42

standardize these tickets types so the three or the three to

08:46

six major ones that I’m looking at right now that you’re

08:48

probably gonna be looking at is an estimate, terminate service

08:51

schedule service, billing damage and accounting issues,

08:53

but whatever they are, let’s consolidate them down and

08:56

standardize before really diving into the new

08:58

functionality of tickets now, Where do we access the tickets

09:02

in Vtwo and vthree so um in the CRM header? Right here in vtwo

09:09

or vthree when you go in, we have the ability to to locate

09:14

tickets right there. so that’s gonna be in vtwo Vthree. Your

09:17

workflow is identical now where to access tickets in vthree. So

09:22

what we’re gonna be doing is once we’re in. we want to add a

09:26

filter in the left hand actions area um you’ll notice in a lot

09:30

of the vthree screens. Um most of your actions now have been

09:34

shifted and consolidated under filtered. Um and different

09:38

advance actions on the left-hand side, I really like

09:41

that uh workflow once you get used to it, It really um can

09:45

help save some time once you build those filters out and get

09:47

that set up so step one. Um you must apply a filter. So basic

09:54

filters for accountability and management so see these are

09:57

couple of the filters that I’m gonna recommend when you’re

10:00

back here to add a filter. we go out and build this out so

10:05

first thing you wanna look at is for current tickets. so

10:07

we’ve got ticket due dates. so those are pre-built filters you

10:11

can dive into and some of the settings you wanna do for those

10:14

filters is due date is equal to today’s date. Do this week is

10:20

less than or equal to the end of the week, and do this week

10:25

is less than or equal to the end of the month. So that’s

10:27

gonna start giving you that granule. That we had before um

10:31

and obviously as it continues to make some iterations of this

10:34

um this may change and we’ll update some of the videos but

10:36

II strongly feel that this feature here is gonna allow us

10:40

to go in and manage our current ticket system with

10:43

accountability for our team past two tickets next type of

10:47

filter ticket is do is past due is set to yes and that’s gonna

10:52

allow us to filter down to all those past two tickets and then

10:56

we’re gonna do open tickets um assignments. Or vendor and then

11:01

ticket types. Note, call calendar vent, email status and

11:06

audit trails So these are four different ticket types and

11:10

statuses filters. I would go in and dial into and once again as

11:14

you go in, it’s all set right here and once we have that we

11:17

have them now under the uh all save filters that either

11:20

service autopilot preloaded or the ones you’ve customized. So

11:23

this is all of that um CR m ticket screen on the left, but

11:28

once again first thing is we must apply the filters in. The

11:31

filters for that. Once the filter is created, we can

11:37

create a table view so we wanna go and edit that table and

11:40

that’s the screenshot right there. So first we add the

11:43

filter and we’re gonna edit the table. What that’s gonna do is

11:45

adjust the headers up here for certain things is take that

11:48

assignment due date last due date uh priority so we can do

11:53

is by clicking the edit table um that pops up this uh little

11:58

boxer and it allows us to um select the columns and reorder

12:02

the columns here that we want so by dragging drop these

12:05

little arrows. we can drive up and down and we can narrow into

12:09

what we want to see. Um on this table so depending on your

12:13

role, whether you’re a CSR, a customer service rep, a

12:16

salesperson, a manager uh an estimator. These are different

12:21

views and tables and filters that are gonna be appropriate

12:23

to that role. Uh you’re probably not gonna wanna see

12:26

everything at once now. The business owner may wanna jump

12:28

at a high level and see all this, but I think for your day

12:31

to day view you probably want to uh go in and set those

12:36

filters up appropriately once again, we can drag and drop the

12:39

roles and select. Columns or once you’re up here, there’s uh

12:42

the ability you can’t really see it in the screenshot. You

12:44

can drag and drop this as well here um to create that uh view

12:50

or create the table view and that create the tables in the

12:53

upper right hand corner right there and once again in the

12:57

show comments there uh there is a link to see the full training

13:00

that I’m doing here um free of charge. Obviously it’s a

13:03

certified adviser and you can invite your team members in as

13:06

well um unlimited access to that. Um it’s something we felt

13:10

as a certified adviser that we should be giving out to the

13:12

general public um and this training is not meant. Replace

13:15

service Autopilot training This is simply meant to build upon

13:19

um they’re excellent training from their great on boarding

13:21

and launch and support team um we’re building and on top of

13:25

that for a possible workflow to the features and functions that

13:29

they have sent several great videos on you. So if you

13:31

haven’t seen those I’d recommend watching their videos

13:33

as well um and this video or the full video from the link in

13:37

the comments of the show so vtwo vthree ticket creation in

13:42

the top header now um everybody. The green uh little

13:46

plus care the quick ad um if you scroll down, we can add a

13:51

ticket um and that’s how we get to that as well. So you’ve got

13:54

um the upper left here on our cm tickets or the upper right,

13:58

so we have different ways to get in and add an actual ticket

14:01

or get to the tickets now in vthree our creation of the

14:07

ticket. once you hit the green icon. uh we’re gonna go over to

14:10

that actions area again. So once again, that’s a central

14:12

place where we’re clicking into and we’re gonna go in and add.

14:16

Ticket and this pops up here so this uh body or structure of

14:21

the vthree ticket creation is almost identical in Vtwo and

14:25

what I’m gonna do is hop in the vtwo in a few minutes and show

14:28

you what that looks like but the idea here is we get to take

14:31

a look at whether it’s a note or a call and you remember from

14:34

the four types of tickets we’ve talked about the email

14:37

automatically happens so that is not on the screen cuz that

14:40

email becomes a close ticket. A note is going in for those

14:45

things that are not particular to the call. so the call is

14:48

gonna be the voicemail or call the note is everything else

14:51

now. Inside that note, once we’ve create this, we’ll dive

14:54

in a little bit deeper in a minute once we create that

14:57

note, a sub category or folder of that can become that on site

15:03

or scheduled to do which is now called a ticket calendar event

15:08

um very important to take a look at that and understand

15:10

that because now some of the verbiage has changed, but the

15:14

methodology is really the same. But once you dive into it, I

15:17

think that once you get used to it, you’re really gonna like

15:19

the idea of that folder. Idea because you can start doing um

15:23

emails and estimates and damage cases out of that whole folder

15:26

and you got one central place to hold all the communication

15:29

so um really like that feature now if you’re not gonna tackle

15:34

vtwo and you’re sticking to vthree or if you’re not doing

15:37

vthree. but you’re sticking to vtwo right now, which a lot of

15:40

companies are um we are going in and under the upper right

15:44

hand corner, the more area we’re going in and add a note

15:48

or call so very similar in vthree, we’re going in adding a

15:53

ticket the two types of a ticket. Note and call so in

15:56

vtwo we’re going to the more area and adding a note or call

16:02

and it is from the lead or client’s screen under the more

16:05

tabs that’s a central area. Once again we can get to that.

16:09

now what pops up is right here is add a ticket. so we’ve got

16:12

note and call this is um the UI the user interface the way this

16:16

looks is very similar to the existing part of Vtwo um so it

16:22

doesn’t look like vthree so everybody’s used. This look um

16:26

so if you’re staying in Vtwo, don’t worry the part, adding a

16:29

ticket looks very similar, but we’ve got the counter lead the

16:32

uh the category of the subject to buy and the status um same

16:36

exact information you get here in Vthree with the

16:39

functionality of Vtwo. so either way is a great option in

16:42

my opinion now, Vthree filters to see the filters so when

16:47

we’re in Vthree and I’m gonna show you in vtwo. How do we

16:51

filter down and see uh what we had so I know there was a lot

16:54

of concerns when the update first came out that people

16:57

couldn’t see certain things. They saw too much um, but

17:00

obviously after watching the service, Autopilot training

17:02

videos on this, it made a lot of sense to me and we had a

17:05

great understanding. so I wanna hit on this because depending

17:08

on your role in the business once again, whether you’re the

17:10

business owner ACs salesperson estimator, there’s certain

17:14

things in your daily activity, feed or basic timeline. Um if

17:19

you’re talking vtwo language um that’s been converted now that

17:23

activity stream you probably don’t want to see everything um

17:27

  1. In my office and handles transactions, AR accounts

17:30

payable, she’s gonna be looking more in this area where

17:34

estimates tickets and to do’s and simple growth. Dylan or

17:37

Kevin are gonna be playing in that area. Those are the things

17:39

they’re worried about on a daily basis. so you wanna go

17:42

down and filter this down to um your role and what you’re

17:46

looking at um but right here under all history, go in and

17:51

click the appropriate areas that you wanna see here in that

17:54

activity feed now that’s vthree now vtwo filters very similar

17:58

um and Admitted the page header here um we have the ability for

18:04

all history um some transactions estimates um but

18:07

if we wanna filter down what we wanna see, we can go into

18:10

tickets and put um all the different types of tickets that

18:15

are here um emails calls past events. so there’s certain

18:19

things you wanna see in here. Uh you’ve got the ability to

18:23

dial right in Vtwo as well as vthree to that view. um so I

18:28

think that’s a great uh feature there as well. Um a lot of

18:31

people are unaware of that in the beginning, but now that

18:33

people are starting to get used to it. Those are the things you

18:35

wanna dial into to have that granule. In the system.

18:43

So as we continue next thing is we wanna assign a ticket to a

18:47

team member for a calendar dispatch events So once again

18:50

that’s a sub category of a note and we want to add an event and

18:55

event is going to be one of those non billable scheduled

18:59

events. We’re gonna dispatch. we’re gonna do it. We’re gonna

19:01

close it out. so what we’re gonna do is uh on the left hand

19:06

side. Once we have the uh the original uh ticket there is

19:11

we’re gonna go in and add an event and assign it to.

19:16

Dispatched um sorry about the typo there, but um just caught

19:19

that but next thing we’re gonna be doing here is on the left

19:22

hand side. We’ve got ticket details and we wanna hit edit

19:27

first. We’re gonna hit edit and it’s gonna pop in ticket

19:30

details and related items. So this is if you’re going in

19:32

sequential order, you’re gonna hit added events this right

19:37

here is we’re going into edit first thing. We’re talking is

19:41

the ticket details so the category the account vendors

19:44

you’re gonna sign this to a vendor as well. The assignment.

19:49

The due date we need to apply that due date now, the next

19:52

thing is when we’re under that Edit tab. We’ve taken care of

19:56

ticket details now we’re doing related items. so this is like

20:00

the analogy of that folder that um essays great training team.

20:04

we’ve been talking about so I feel like this is a good spot

20:07

to kind of expose where that is, but now we can link

20:09

additional tickets and kinda consolidate. We can link

20:12

estimates to this ticket um and we can link jobs. So now we’ve

20:16

got kind of everything we need to look at All-in-one related

20:19

folder Um so that is the advanced um. Features of

20:23

tickets that I really like. Now calendar events um after the

20:28

ticket is created, we wanna click on advance actions and

20:31

then calendar event. so we go in and click on the ticket. We

20:36

open that up and then this is where the body is. We’re gonna

20:40

click a follow up event and click right in here um now if

20:44

we click on the date, this is probably the first and more

20:48

streamlined option because whatever we write in the ticket

20:53

here is gonna go in to the actual. Event now if you need

20:57

different things in both areas we uh we just check this but we

21:01

don’t click the date um and I’ll show you how to do that.

21:04

but in the streamline option that I’m recommending for most

21:06

of the time we’re going to click um the follow up date and

21:10

what happens there is all the information that was in there

21:14

before um siding damage and example, comes up and uh back

21:20

left corner siding damage was here. In addition, it’s a sign

21:23

here and we have the account um and then we can go. And set an

21:27

appointment time or anytime on that date, with the start and

21:30

end date, which will be our due date. So um the idea is if I

21:34

circle back here we click this here on the bottom. It

21:37

automatically populates all of this so any of that double

21:40

entry uh that you may be concerned about is alleviated

21:43

in that step a calendar event option Number two is more of a

21:47

manual process if you have to change certain things inside

21:50

that event. so instead of if I back this up instead of.

21:56

Clicking the gate We just check here this is what’s gonna be

22:02

happening so we’re gonna have to go in and we edit the event

22:05

we click in to advance actions and then we can manually fill

22:10

in um the assigned accounts in any of the information in the

22:15

body um but it still gives you the same ability for

22:17

appointment time or anytime with start and end date so two

22:21

different options. I recommend the first option for most um

22:24

workflows option number. Two is probably the exception, but you

22:28

may need to use that uh occasionally so I wanted to

22:30

break that down for you. Uh ticket confirmation under user

22:35

roles and rights, so this area used to be um to do’s it has

22:40

been automatically updated to uh ticket access. so all the

22:45

user roles and rights should have rolled over. but the fact

22:48

that we’re going into a new part of the system, there’s

22:50

some more advanced capabilities. I would highly

22:53

recommend as you’re starting to get ready for 2021. do a quick

22:56

assessment of your user roles and rights and what they have

23:00

access to and make sure that they have the appropriate

23:04

access to vthree tickets, but not too many of them. Um and

23:08

that is going to be under the gear icon user roles and rights

23:11

you dial into the role or write um right here. We’re under a

23:14

certified adviser for myself and it’s the second tab here of

23:18

cm ticket access and that’s how you’re gonna define those roles

23:22

from the top down for each role and as an added benefit. um

23:28

like I said. If you wanna see the full version of this

23:31

training, click the uh link for a free uh link to the full

23:36

video that we’ve done on a webinar a few weeks ago for

23:38

simple growth as a certified adviser and you can invite your

23:40

team members in as well as many as you want um. As an added

23:44

benefit for watching us here on the live or recorded Facebook

23:47

um video here for the essay weekly talk show uh we’re gonna

23:51

show you one way to streamline your vthree lead intake with

23:56

absolutely no double entry. So first thing we wanna do is go

24:04

in to the plus icon and hit add an account now. this is in

24:09

vthree, not vtwo. And we’re gonna go in and add a lead, not

24:16

a client and we put the name on the invoice and I’m gonna show

24:19

you live in a second here in service Autopilot. How this

24:22

works um and then what I’m gonna recommend is if you

24:25

download this free form of the marketplace and I’ll show you

24:28

how to get in there and get it uh free of charge. We’d fill

24:31

out a form and what this is um and I’ll show you the live

24:34

version in a second. This form is to alleviate um any double

24:39

entry or any workflow issues. but the idea here is we’ve

24:42

created a phone intake form that is gonna be standardized

24:45

for your. Assistant or your Internal office so what should

24:50

happen each and every time and they’re hitting all the key

24:53

points of in taking a lead, someone new coming into your

24:57

service Autopilot account for estimates or other things they

25:00

may be looking for, but we would go in and take the uh

25:03

simple growth, phone intake form and all the main

25:07

information as far as first name and load in and then you

25:10

can work the screen and all a systematic way and enter in all

25:14

their information. so as we’re going in. Um or getting their

25:18

cellphone, How did you hear about estimate request for

25:21

special instructions in office knows um and I’m gonna hop into

25:24

essay really quickly to show you what this looks like live

25:27

and where to find this free uh vthree intake form that we have

25:31

built out here. so the first thing we wanna do is I’m gonna

25:34

go into cm clients to force the system over to the vthree, um

25:44

instance, so what we would do is go in an account. Right here

25:49

and what the um I guess The temptation will be at least

25:55

after working with hundreds and hundreds of service Autopilot

25:58

users and uh my internal office here is when you go in and hit

26:02

add an account. it is going to uh give you the temptation to

26:08

go into the client intake and not the lead intake because

26:13

there is a little more information in there

26:15

refreshment browser here. I think the internet hang up on

26:17

me um but basically when we. In and do that it is going to uh

26:23

give us the ability to add that account and when we add the

26:27

account, we’re gonna go to the lead area, not the account area

26:31

um and this has been sitting here all day. so I may have

26:33

been logged out of this account so let me. Hop in here and log

26:39

back in the service Autopilot cuz I think this is pretty

26:41

important for everybody watching this that you’re gonna

26:44

wanna be able to see um going in and adding that vthree uh

26:51

lead and this is a streamline workflow. I recommend once

26:53

again we have a free um form on the service, Autopilot

26:58

marketplace for everybody. um when you go into the quick ad

27:02

and we add in that account. and when that account comes up,

27:06

we’re gonna go in and. Got the option it defaults to client

27:10

where you enter in all their information First name Last

27:13

name display name What I’m gonna recommend Is you really

27:15

need to go to the lead intake um and it gives you three

27:18

options here. so what I’m gonna recommend is um potentially

27:22

going in if you want the free uh form that we’re getting off

27:25

the marketplace to be able to use this form to streamline

27:27

this all on one page um but the temptation to add a client is

27:31

probably not a good move in my opinion because we really wanna

27:34

segment our database so leads and clients to be able to have

27:36

differentiation whether they’re in the client life cycle and be

27:39

able to track the conversion from a lead to a client. so

27:41

those are things that you’re gonna want in the reporting so

27:44

I’m gonna. Is when you go in here, we’re just gonna grab

27:46

their first name. It’s a conversation. They call our

27:48

office and like Hey Mike perfect uh looks like you want

27:52

an estimate so have you ever talked to us before are you in

27:54

our system? Nope never talk to you guys before so that

27:57

automatically transfers over what we’re gonna do is just

27:59

literally fill out a form and we’re gonna take the uh vthree

28:04

the simple growth uh phone intake form and I believe this

28:09

one is it and just make sure here cuz we got a couple

28:12

different versions of it and I think this is it here. So what

28:16

we’re gonna do then is take first name last name. so we’re

28:22

just gonna continue to work that form here and we’ve got

28:28

first name last name. Okay, Missus Smith or Mike. What’s

28:31

your service address? We’ll pull that in okay. Perfect is

28:34

the billing address the same as a service address. Yes, it is

28:37

or no. It isn’t. okay. How did you hear about us? What’s your

28:40

cellphone? So we’re gonna basically create a phone intake

28:43

here that you guys can customize. but the idea is

28:45

we’re working that phone intake. We’re standardize it

28:48

for the virtual assistant or uh your internal office and this.

28:51

Is gonna be tied right back into your lead source tracking

28:54

So that’s one thing. I really love about vthree because if

28:56

you already have a lead source, it’s going to populate on here

29:00

so you don’t override it. but these are things we should be

29:02

asking for special instructions office notes and what we would

29:09

do is go in and hit next and it would populate everything else

29:13

here in the billing address. and then we’re going to submit

29:15

that and once we’ve done that and that refreshes all the

29:19

information populate. It’s right here on the client

29:22

record. um no double entry and everything is there so um that

29:27

is one great tool that you can uh download free of the

29:31

marketplace. If you’ve never been to the marketplace. uh we

29:34

go up here to little Avatar and hit marketplace and like I

29:38

said. This is a free download from simple growth as a

29:41

certified adviser and uh just put in here Vthree and it

29:49

should be right. Sg Phone intake form and you go and you

29:54

hit view and you can get the free download code um so that

29:58

is a great way of tackling that here and you can click to get

30:02

the free download code or view it and click there to get the

30:06

download code. so this is something that uh looks like

30:10

about 63 people have already utilized got some great

30:13

feedback on that um and if uh that is something of interest

30:19

free. Hr to streamline your workflow. Um you can also go to

30:22

Vthree Tickets.com and that will give you the information

30:26

about that free form and how to get that off the marketplace

30:29

with the download code. so come to questions uh feel free to

30:33

drop them down on the live or recorded version, but um essay

30:37

weekly talk show trying to go out and um help the essay

30:41

community through business practices through interviews

30:44

and um different certified advisers, including myself

30:48

coming out to help teach workflow and features some. And

30:51

service Autopilot so comments or questions drop them below.

30:54

Otherwise we’ll see you again next week on the essay. Weekly

30:57

Talk Show uh 1 PM eastern 12 PM Central and uh special guest uh

31:04

Baron uh in the cleaning industry. Uh we had to

31:08

reschedule due to some tribal conflicts um for today but she

31:10

will be with us next week. so we’ll see you again. weekly

31:13

Talk Show 1 PM eastern 12 PM Central right here on the

31:18

Service Auto page page Mike Callahan from. As a certified

31:21

adviser, uh wishing everybody a great weekend.

31:27

If you like the show you might wanna check out our resources

31:30

at www dot start simple growth.com While you’re there

31:35

enter to win an estimator chatbot Mike Callahan is

31:39

available for private coaching.

SA Weekly Talk Show: V3 Ticket Workflow

Video Transcript

00:00

Welcome back to the essay

00:01

weekly talk show um host Mike

00:06

Callahan here as a certified

00:07

adviser of Service Autopilot,

00:10

and as we do uh several times a

00:13

month with the weekly talk show

00:14

we will go out and break down

00:16

features and functions of

00:18

service Autopilot so uh as a

00:21

normal live broadcast if

00:23

anybody’s watching on the live

00:24

feed right now, if you can hear

00:26

the audio uh please type in the

00:28

comments to just let us know

00:28

but what we’re going to be

00:29

doing. Here is going out. I’m

00:32

gonna check my phone just to

00:33

make sure that we uh are

00:35

broadcasting and we can see uh

00:37

what it looks like here as far

00:38

as the audio, but we’re gonna

00:39

be looking at here on the

00:41

weekly talk show is vthree

00:43

tickets and a workflow so um

00:48

happy to answer any questions

00:49

on the library recorded

00:50

version, but we wanna go out

00:52

and um kind of create a

00:54

workflow and build upon um a

00:56

lot a lot of the great Service

00:58

Autopilot has created around

00:59

vthree tickets but go in um

01:00

kinda demystify. The systems

01:02

and put a workflow to it uh so

01:04

we’re not gonna be talking

01:05

about just about the features

01:06

and functions of vthree

01:07

tickets, but how to actually go

01:09

out and create a workflow with

01:11

those tickets and some time

01:11

saving steps that um the simple

01:14

growth team has uh developed

01:16

with the workflow the way we’re

01:17

utilizing it in service

01:19

Autopilot as a general user of

01:21

service autopilot So without

01:22

any delay, I’m gonna go in and

01:24

jump in and pull up my screen

01:29

here. Awesome. Uh Brent says.

01:30

You can hear me that is perfect

01:31

so uh in addition, we’re gonna

01:33

be doing is um if you wanna get

01:36

a access of a recorded. Full

01:38

version of the essay weekly

01:39

talk show not just what I’m

01:40

showing here, but a complete

01:42

workflow training of vthree

01:43

that builds even further than

01:45

this uh in the show links Um

01:47

I’m going to put right in the

01:48

comments um bthree training

01:52

link and it is a free video um

01:55

that will go in and um

02:00

literally show you how to do

02:02

this and you can go in and

02:03

invite your team members as

02:04

well so um. Let me just put

02:10

that in here, Oh, I will put

02:11

that in uh so this is actually

02:13

the website ul that the live or

02:17

the recorded version of the

02:18

full version. What I’m going

02:19

over is gonna be here so I’m

02:21

gonna put that in here in the

02:22

show, notes real quickly.

02:26

Alright, now that in there uh

02:27

we’re gonna dive into this live

02:29

training so once again, if you

02:30

have any comments or questions

02:31

around this uh please let me

02:32

know what we’re gonna do is

02:34

diving into the civil growth

02:36

workflow for service Autopilot

02:37

Vthree ticket feature. Alright,

02:42

so let me adjust my screens

02:44

here and we will get right into

02:47

  1. So new tickets and

02:50

workflow, we’re gonna

02:51

streamline the lead flow

02:53

creation um and if you haven’t

02:55

noticed the new ticket situate

02:57

tickets um feature function

02:59

inside service autopilot, it

03:01

has replaced um the old To-dos

03:04

and I’m gonna go in and show

03:05

you how to take to do if you’re

03:06

heavily relying on them and how

03:08

to convert those into tickets

03:10

uh with the same kind of

03:11

workflow and function or

03:13

functionality and even more

03:14

functionality um I really like

03:17

these tickets, it took me a

03:17

little while to dive in and

03:18

understanding them, but um

03:19

after spending several hours of

03:22

going through and systemizing

03:23

and streamlining the work.

03:24

Allow me to share what took me

03:26

a few hours to really dial in

03:28

for the simple routine um and

03:30

show you here in the next few

03:31

minutes So hold on and uh I’m

03:34

gonna show you what we’ve got

03:35

so gonna give you a quick sneak

03:37

peek at our workflow uh before

03:39

the training starts and then

03:40

we’re gonna dive into the

03:41

training so traditionally I

03:42

jump right into the training.

03:43

uh here. I’m gonna give you a

03:44

sneak peek of what the end

03:46

result could be so um before we

03:50

get to that we’re gonna go into

03:52

um the general overlook of

03:54

tickets and workflow so I’m

03:56

gonna hop in and grab my point.

03:58

Here so I can use this

03:59

basically but in vtwo or vthree

04:02

tickets are going to pretty

04:03

much be the same way there’s

04:05

gonna be some different lead

04:06

entry points in different ways.

04:07

Um we get to them, but the

04:09

functionality of the tickets

04:11

are gonna be the same on

04:11

version two version three and

04:14

our tickets are going to be

04:16

utilized for both clients and

04:17

leads in the system so the four

04:20

types of tickets that are

04:22

available inside service

04:23

Autopilot right now after the

04:25

last major update is emails.

04:27

Way to look at the emails is um

04:29

emails really don’t need to um

04:33

have anything done to them, but

04:34

what they do is they actually

04:35

are close out ticket and it’s

04:38

visible in the activity screen.

04:39

Uh we set those emails. It’s

04:41

gonna create that close

04:43

tickets. We have a record of

04:44

that uh email as a ticket now

04:47

calls calls are gonna be used

04:47

to document um basically a call

04:50

that you’ve made or a voicemail

04:52

so one of the thing that was

04:53

really big at Callahan’s Lawn

04:54

care to-dos now transferring

04:56

over the tickets is if we made

04:58

a call to a client um it was.

05:02

Documented or done unless it

05:03

was documented so we wanna go

05:05

in and called Missus Smith

05:06

followed up on um an estimate

05:10

or missus Smith called, and it

05:11

was a damage case. There’s an

05:13

issue or we’d love to voicemail

05:15

called Missus Smith left a

05:17

voicemail, so the things that

05:18

we wanna look at is our emails.

05:19

uh we don’t have to do anything

05:21

because they are created into a

05:23

close ticket um for that

05:25

activity, screen and sorting

05:25

down calls are used to document

05:27

calls or voicemails and the

05:29

third. Is notes now these are

05:32

used for anything that is not

05:34

sent an email or related to

05:37

calls and voicemails now a sub

05:40

category of a note is a

05:42

calendar event. That’s the

05:44

fourth type. so I think someone

05:46

at service Autopilot might have

05:48

been reign in their training.

05:50

uh really eloquently explain

05:51

that um the calendar the notes

05:54

is actually almost a folder in

05:56

the counter vent sits inside

05:58

that folder, You can have

05:59

multiple things inside that

06:00

folder. Um so Keller vets are

06:03

that sub item of the ticket

06:06

used for non events that need

06:09

to be scheduled dispatched and

06:11

completed in the next few

06:13

screens. I’m gonna break down

06:14

an extremely high level. What

06:17

are the worst case scenarios

06:18

for all four of these types?

06:19

tickets and once again, if you

06:21

have questions just let us know

06:22

and we’re happy to break that

06:23

down for you. so the first type

06:25

of tickets here type one again

06:27

is email sent um and they’re

06:30

gonna create that close ticket

06:31

and the use case is um it’s a

06:32

viewable audit. Of emails sent

06:35

on the client in lead screen

06:37

now type two is gonna be called

06:40

used to document calls and

06:41

voicemails so the use case um

06:43

is internal documentation um.

06:47

Did not happen. It did not

06:49

happen unless it was

06:50

documented, so we wanna

06:51

document everything that

06:52

happens and it’s it’s

06:53

documented inside type number

06:55

two, which is call now type

06:57

number three are notes and

06:59

they’re used for anything that

07:00

is not sending an email or

07:03

phone call or voicemail so use

07:05

case is non account specific

07:07

notes, which will be your

07:08

internal notes in issue. Follow

07:10

  1. So once again, we’re gonna

07:11

show you how to filter this

07:13

down on the activity screen and

07:15

be able to see um certain

07:16

things that used to be in the

07:18

client timeline and then tip

07:19

number four. Calendar events

07:22

the sub item of a ticket for

07:24

non billable time that needs to

07:25

be scheduled, dispatch and

07:27

completed so use cases are

07:29

going to be going out and doing

07:31

estimates on site or if you’re

07:33

assigning them to a person in

07:34

the office to do so, what

07:36

happens should happen um and

07:38

it’s not have to be manager

07:39

babysit by the business owner,

07:40

but the ticket itself will

07:42

manage the fact that these

07:43

estimates are assigned with the

07:45

deadline to get done quality

07:46

control Equipment Maintenance

07:48

office task just to name a few

07:49

but those. The big ticket items

07:51

that I’m thinking inside

07:52

tickets that you’re gonna want

07:54

to use in type four calendar

07:55

events, which are basically a

07:57

sub calendar of type three

07:59

notes. so things that you wanna

08:02

looking at as you go in um

08:04

under the gear icon tickets,

08:06

which used to be to do’s, we

08:08

wanna go in and standardize

08:10

your ticket type. So this is a

08:11

great time now going in to um

08:14

the for the beginning of Q one

08:17

a lot of businesses at least in

08:18

lawn care and landscape. Are

08:20

starting to slow down, maybe

08:21

we’re getting in the snow

08:22

removal holiday. uh seeds are

08:24

coming up for home cleaning

08:25

friends, but after that slows

08:26

down this is a great time to

08:28

take a time to go in and just

08:29

take AA an audit of what you

08:32

got in there under the gear

08:33

icon tickets and start standard

08:35

these ticket types so the three

08:37

or the three to six major ones

08:39

that I’m looking at right now

08:40

that you’re probably gonna be

08:41

looking at is an estimate

08:43

terminate service schedule

08:44

service billing damage and

08:45

accounting issues, but whatever

08:46

they are, let’s consolidate

08:47

them down and standardize them

08:48

before. Really diving into the

08:50

new functionality of tickets

08:53

now, where do we access the

08:55

tickets in Vtwo and vthree so

08:57

um in the cm header right here

09:01

in Vtwo vthree when you go in,

09:03

we have the ability to get to

09:06

locate tickets right there. so

09:08

that’s gonna be in vtwo or

09:09

vthree your workflow is

09:11

identical now where to access

09:13

tickets in vthree. So what

09:15

we’re gonna be doing is once

09:17

we’re in we want to add. A

09:19

filter in the left hand actions

09:21

area um you’ll notice in a lot

09:23

of the vthree screens um most

09:25

of your actions now have been

09:27

shifted and consolidated under

09:29

filters um in different

09:31

advanced actions on the

09:32

left-hand side, I really like

09:33

that uh workflow once you get

09:35

used to it really um can help

09:37

save some time once you build

09:39

those filters out and get that

09:40

set up so step one. Um you must

09:43

apply a filter. So basic

09:47

filters for accountability and

09:48

management so these are couple

09:50

of the filters that I’m gonna

09:51

recommend when you’re back here

09:53

to add a filter we go out and

09:55

build these out so first thing

09:57

we wanna look at is for current

09:59

tickets so we’ve got ticket due

10:01

dates so those are pre-built

10:03

filters you can dive into and

10:04

some of the settings you wanna

10:06

do for those filters is due

10:08

date is equal to today’s date

10:11

Do this week is less than or

10:14

equal to the end of the week

10:15

and this week. Less than or

10:18

equal to the end of the month,

10:19

so that’s gonna start giving

10:21

you that granular that we had

10:23

before um and obviously as he

10:25

continues to make some

10:25

iterations of this um this may

10:27

change and we’ll update some of

10:28

the videos but I’ve I’ve

10:29

strongly feel it. This feature

10:31

here is gonna allow us to go in

10:33

and manage our current ticket

10:35

system with accountability for

10:37

our team pass two tickets next

10:40

type of filter ticket is do is

10:42

pass due is set to yes, and

10:44

that’s gonna allow us to filter

10:46

down to all those past two

10:47

tickets and then we’re gonna do

10:48

open. Tickets um assignment

10:51

select employee or vendor and

10:53

then ticket types. Note Call

10:56

Calendar event Email status and

10:59

audit trail So these are four

11:01

different ticket types and

11:02

statuses filters I would go in

11:04

and dial into and once again as

11:06

you go in, it’s all set right

11:08

here and once we have that we

11:09

have them now under the uh all

11:11

saved filters that either

11:13

service autopilot preloaded or

11:15

the ones you’ve customized. So

11:16

this is all off that um cm

11:18

tickets. On the left, once

11:21

again first thing is we must

11:22

apply the filters and create

11:24

the filters for that. But once

11:28

the filter is created, we can

11:29

create a table views. so we

11:31

wanna go in and edit that table

11:32

and that’s the screenshot right

11:34

there. at first, we add the

11:35

filter and we’re gonna edit the

11:36

table. What that’s gonna do is

11:38

adjust the headers up here for

11:40

certain things as ticket status

11:41

assignment due date last due

11:43

date uh priority so what we can

11:45

do is by clicking the edit

11:47

table um that popped up this

11:50

little boxer and it allows us

11:52

to um select select the column

11:54

reorder the columns here that

11:55

we want so by dragging drop

11:56

these little. We can drive them

11:59

up and down and we can narrow

12:01

into what we want to see um on

12:03

this table so depending on your

12:05

role, whether you’re AC Sr uh

12:07

customer service rep a

12:10

salesperson a manager uh

12:11

animator these are different

12:13

views and tables and filters

12:15

that are gonna be appropriate

12:16

to that role. Um you’re

12:17

probably not gonna wanna see

12:19

everything at once now, the

12:19

business owner may wanna jump

12:20

at a high level and see all

12:22

this, but I think for your day

12:23

to day view you probably want

12:25

to uh go in. And set those

12:28

filters up appropriately once

12:29

again we can drag and drop the

12:31

rolls on selected columns or

12:33

once you’re up here, there’s uh

12:35

the ability you can’t really

12:37

see it in the screenshot you

12:37

can drag and drop this as well

12:39

here um to create that uh view

12:43

or create the table view and

12:44

that create the table views in

12:45

the upper right hand corner

12:47

right there and once again in

12:49

the show there uh there is a

12:51

link to see the full training

12:53

that I’m doing here um free of

12:54

charge obviously is a certified

12:55

adviser and you can. Your team

12:58

members in as well um unlimited

13:00

access to that. um it’s

13:01

something we felt as a

13:02

certified adviser that we

13:03

should be giving out to the

13:05

general public. um in this

13:06

training is not meant to

13:07

replace service Autopilot

13:08

training. This is simply meant

13:10

to build upon um their

13:12

excellent training from their

13:13

great on boarding and launch

13:14

and support team um we’re

13:15

building in on top of that for

13:18

a possible workflow to the

13:20

features and functions that

13:21

they have sent several great

13:23

videos on you. So if you

13:24

haven’t seen those I’d

13:24

recommend watching their videos

13:25

  1. Um and this video or the

13:29

full video from the link in the

13:31

comment to the show so btwo

13:33

bthree ticket creation in the

13:35

top header now um everybody

13:37

knows the green uh little plus

13:39

the quick ad um if you scroll

13:42

down, we can add a ticket um

13:44

and that’s how we get to that

13:46

as well. So you’ve got um the

13:47

upper left here under cm

13:49

tickets or the upper right so

13:51

we have different ways to get

13:52

in and add an actual ticket or

13:54

get to the tickets.

13:57

Now in

13:57

Now in vthree our creation of

13:59

the ticket once you hit the

14:01

green icon uh we’re gonna go

14:02

over to that actions area

14:03

again. so once again, that’s a

14:05

central place where we’re

14:06

clicking into and we’re gonna

14:07

go in and add a ticket and this

14:10

pops up here so this um body

14:13

structure of the vthree ticket

14:15

creation is almost identical in

14:17

vtwo and what I’m gonna do is

14:18

hop into vtwo in a few minutes

14:20

and show you what that looks

14:21

like but the idea here is we

14:22

get to take a look at whether

14:24

it’s a note or a call and you

14:26

remember from the four types of

14:27

tickets we’ve talked about the

14:29

email automatically happens so

14:31

that is not on the screen cuz

14:32

that. Becomes a close ticket, A

14:35

note is going in for those

14:38

things that are not particular

14:39

to the call, so the call is

14:40

gonna be the voicemail or call

14:42

the note is everything else now

14:44

inside that note. Once we’ve

14:46

created this, we’ll dive in a

14:47

little bit deeper in a minute

14:48

once we create that not a sub

14:50

category or folder of that can

14:53

become that on site or

14:55

scheduled to do which is now

14:58

called a ticket calendar event

15:00

um very important to take a

15:02

look at that and understand

15:03

that because now some of the

15:04

verbiage. Has changed but the

15:07

methodology is really the same,

15:08

but once you dive into it, I

15:09

think that once you get used to

15:11

you’re really gonna like the

15:11

idea of that folder idea

15:13

because you can start doing um

15:16

emails and estimates and damage

15:17

cases out of that whole folder

15:19

and you got one central place

15:20

to hold all the communication

15:23

so um really like that feature

15:25

now if you’re not gonna tackle

15:27

vtwo and you’re sticking to

15:28

vthree or if you’re not doing

15:30

vthree but you’re sticking to

15:31

vtwo right now, which a lot of

15:33

companies are um we are. In

15:36

under the upper right hand

15:37

corner the more area we’re

15:39

going in and add a note or call

15:41

so very similar in vthree we’re

15:44

going and adding a ticket The

15:46

two types of the ticket are not

15:48

and call so in vtwo we’re going

15:50

to the Moore area and adding a

15:53

note or call and it is from the

15:56

lead or client screen under the

15:57

more tabs that’s a central

15:59

area. once again we can get to

16:00

that now what pops up is right

16:03

here is add a ticket. We’ve got

16:04

note and call this is um the UI

16:06

the user interface the way this

16:08

looks is very similar to.

16:12

Existing part of vtwo um so it

16:14

doesn’t look like vthree so

16:16

everybody’s used to this look

16:17

um so if you’re staying in

16:20

vtwo, don’t worry it depart,

16:21

adding a ticket looks very

16:22

similar, but we’ve got the

16:24

account lead that uh the

16:25

category the subject to buy and

16:27

the status um same exact

16:29

information you get here in

16:31

vthree with the functionality

16:33

of vtwo. so either way is a

16:34

great option in my opinion now

16:37

Vthree filters to see the

16:39

filter so when we’re in vthree

16:40

and I’m gonna show you. Vtwo

16:43

How do we filter down and see

16:45

uh what we had so I know there

16:46

was a lot of concerns with the

16:47

update first came out that

16:49

people couldn’t see certain

16:50

things or they saw too much um

16:52

but obviously after watching

16:54

service Autopilot training

16:54

videos on this, it made a lot

16:56

of sense to me and we had a

16:57

great understanding. so I wanna

16:58

hit on this because depending

17:00

on your role in the business

17:02

once again, whether you’re the

17:03

business owner a CR a

17:05

salesperson estimator, there’s

17:06

certain things in your daily

17:08

activity, feed or basic

17:09

timeline. Um if you’re talking.

17:12

Vtwo language um that’s been

17:14

converted now that activity

17:16

stream you probably don’t want

17:18

to see everything um so Tammy

17:20

in my office at handles

17:21

transactions accounts payable,

17:23

she’s gonna be looking more in

17:25

this area where estimates

17:27

tickets to do and simple.

17:29

Grove. Dylan are Kevin are

17:29

gonna be playing in that area.

17:31

Those are the things they’re

17:32

worried about on a daily basis,

17:33

so you wanna go down and filter

17:35

this down to um your role and

17:38

what you’re looking at um but

17:40

right here under all history.

17:42

Go in and click the appropriate

17:43

areas that you wanna see here

17:45

in that activity feed now

17:47

that’s vthree now with vtwo

17:50

filters very similar um in the

17:52

mid of the page header here um

17:55

we have the ability for all

17:57

history. um some transactions

17:59

estimates um but if we wanna

18:00

filter down what we wanna see

18:01

we can go into tickets and put

18:04

um all the different types of

18:07

tickets that are here um emails

18:10

calls past events so there’s

18:11

certain things you wanna see in

18:12

here Uh you’ve got the ability.

18:15

To dial right in vtwo, as well

18:18

as vthree to that view, um so I

18:20

think that’s a great uh feature

18:23

there as well, Um a lot of

18:23

people are unaware that in the

18:25

beginning, but now that people

18:26

are starting to get used to it.

18:27

Those are the things you wanna

18:28

dial into to have that granular

18:30

in the system.

18:36

So as we continue next thing is

18:38

we wanna assign a ticket to a

18:39

team member for a calendar

18:42

dispatch event So once again,

18:43

that’s a sub category of a note

18:45

and we want to add an event, an

18:48

event is going to be one of

18:49

those non billable scheduled

18:51

events. We’re gonna dispatch.

18:53

we’re gonna do it and we’re

18:54

gonna close it out so what

18:56

we’re gonna do is uh on the

18:58

left hand side once we have the

19:01

uh the original. Uh ticket

19:04

there is we’re gonna go in and

19:05

add an event and and assign it

19:08

be dispatched um sorry about

19:10

the typo there, but um just

19:11

caught that. but next thing

19:12

we’re gonna be doing here is on

19:14

the left hand side. We’ve got

19:16

ticket details and we wanna hit

19:19

edit first. We’re gonna hit

19:20

edit and it’s gonna pop in

19:22

ticket details and related

19:23

items. So this is if you’re

19:25

going in sequential order

19:26

you’re gonna hit add an events.

19:29

This right here is we’re going

19:32

into edit it first thing we’re

19:33

tacking is the ticket details

19:35

so the category the account

19:37

vendors so you can assign this

19:38

to a vendor as well. The

19:41

assignment and the due date we

19:41

need to apply that due date

19:44

now, the next thing is when

19:45

we’re under that edit tab we’ve

19:48

taken care of ticket details

19:50

now we’re doing related items

19:51

so this is like the analogy of

19:53

that folder that um essays

19:55

great twenty eighteens. We’ve

19:57

been talking about so I feel

19:58

like this is a good spot to

19:58

kind of expose. Where that is,

20:01

but now we can link additional

20:02

and kinda consolidate we can

20:04

link estimates to this ticket

20:06

um and we can link jobs. So now

20:08

we’ve got kind of everything we

20:09

need to look at All-in-one

20:11

related folder Um so that is

20:13

the advanced um features of

20:16

tickets that I really like. Now

20:19

calendar events um after the

20:20

ticket is created, we wanna

20:22

click on advanced actions and

20:24

then calendar event. so we go

20:26

in and click on the ticket. We

20:28

open that up and then this is

20:30

where the body is. so we’re

20:32

gonna click a follow up event

20:34

and click right in here um now

20:36

if we click on the date, this

20:38

is probably the first and more

20:41

streamlined option because

20:42

whatever we write in the ticket

20:45

here is gonna go in to the

20:48

actual calendar event now if

20:49

you need different things in.

20:51

Areas we uh we just check this

20:52

but we don’t click the date um

20:55

and I’ll show you how to do

20:56

that but in the streamline

20:57

option, I’m recommending for

20:59

most of the time we’re going to

21:00

click um the follow up date and

21:04

what happens there is all the

21:06

information that was in there

21:07

before um siding damage and

21:09

example, comes up and uh back

21:12

left corner siding damage was

21:14

here. In addition, it’s a sign

21:16

here and we have the account um

21:17

and then we can go in and set

21:19

an appointment time or anytime

21:21

on that day with the start and

21:23

end date, which will be our due

21:24

date So um the idea is if I..

21:26

Circle Back here we click this

21:28

here on the bottom it

21:30

automatically populates all of

21:31

this so any of that double

21:33

entry uh that you may be

21:34

concerned about is alleviated

21:36

in that step a calendar event

21:38

option Number two is more of a

21:40

manual process if you have to

21:42

change certain things inside

21:43

that event so instead of if I

21:45

back this up instead of

21:50

clipping the beat we just track

21:53

here. This is what’s gonna be

21:54

happening so we’re gonna have

21:56

to go in and we edit the event

21:59

we click in to advance. And

22:01

then we can manually fill in um

22:04

the assigned account in any of

22:06

the information in the body um,

22:08

but it still gives you a same

22:09

ability for appointment time or

22:10

anytime with start and end date

22:13

so two different options. I

22:14

recommend the first option for

22:16

most um workflows option number

22:19

two is probably the exception,

22:20

but you may need to use that uh

22:22

occasionally so I wanted to

22:23

break that down for you now uh

22:26

ticket confirmation under user

22:28

rules and rights so this area

22:29

used to be. Um to do it has

22:32

been automatically updated to

22:35

uh ticket access so all the

22:37

user rules and rights should

22:38

have rolled over, but the fact

22:40

that we’re going into a new

22:41

part of the system, there’s

22:43

some more advanced

22:44

capabilities. I would highly

22:45

recommend as you’re starting to

22:46

get ready for Twenty-one. Do a

22:48

quick assessment of your user

22:50

roles and rights and what they

22:52

have access to and make sure

22:54

that they have the appropriate

22:56

access to vthree tickets but

22:58

not too many of them um and

23:00

that is going to be under the

23:02

gear icon user roles and write

23:03

you dial into the role or right

23:05

um right. Under certified

23:07

adviser for myself and it’s the

23:10

second tab here of cm ticket

23:13

access and that’s how you’re

23:14

gonna define those roles from

23:15

the top down for each role and

23:19

as an added benefit um like I

23:21

said if you wanna see the full

23:22

uh version of this training,

23:25

click the uh link for a free um

23:27

link to the full video that

23:29

we’ve done on a webinar. A few

23:30

weeks ago for simple growth as

23:31

a certified adviser and you can

23:32

invite your team members in as

23:34

well as many as you want um as

23:35

an added benefit. Here on the

23:38

live or recorded Facebook um

23:41

video here for the essay Weekly

23:43

talk show uh we’re gonna show

23:44

you one way to streamline your

23:46

vthree lead intake with

23:49

absolutely no double entry. So

23:55

first thing we wanna do is go

23:56

in to the plus icon and hit add

23:59

an account now. this is in

24:03

vthree, not vtwo and we’re

24:06

gonna go in and add a lead, not

24:08

a client and we put the name on

24:10

the invoice and I’m gonna show

24:11

you live in a second here in

24:13

service Autopilot. How this

24:14

works um and then what I’m

24:17

gonna recommend is if you

24:18

download this free form of the

24:19

marketplace and I’ll show you

24:20

how to get in there and get it

24:21

uh free of charge. We’d fill

24:22

out a. What this is um and I’ll

24:26

show you in a live version in a

24:27

second, this four is to

24:29

alleviate um any double entry

24:32

or any workflow issues, but the

24:33

idea here is we’ve created a

24:36

phone intake form that is gonna

24:37

be standardized for your

24:39

virtual assistant or your

24:41

internal office. so what should

24:42

happen to happen each and every

24:44

time and they’re hitting all

24:45

the key points of in taking a

24:47

lead. someone new coming into

24:49

your service Autopilot account

24:51

for estimates or other things

24:52

they be looking. But we would

24:54

go in and take the uh simple

24:56

growth phone intake form and

24:59

all the information at first

25:01

first name and load in and then

25:01

you can work the screen and all

25:04

a systematic way and enter in

25:06

all the information. so as

25:09

we’re going in um we’re getting

25:10

their cellphone. How did you

25:11

hear about estimate request for

25:13

special instructions in office

25:15

knows um and I’m gonna pop into

25:17

essay really quickly to show

25:19

you what this looks like live

25:20

Where to find this free uh

25:21

vthree intake. That we had

25:23

built out here so the first

25:24

thing we wanna do is I’m gonna

25:26

go into cm clients to force the

25:31

system over to the vthree um

25:36

instance, so what we would do

25:37

is go in and add account.

25:42

Right here

25:42

Right here and what the um I

25:45

guess the temptation will be at

25:47

least after working with

25:49

hundreds and hundreds of

25:50

service Autopilot users and uh

25:52

my internal office here is when

25:54

you go in and hit add an

25:55

account it is going to uh give

25:59

you the temptation to go into

26:02

the client intake and not the

26:05

lead intake because there is a

26:06

little more information in

26:07

that. let me refresh my browser

26:09

here. I think the internet hang

26:09

up on me um but basically when

26:11

we go in and do that it is

26:13

going. To uh give us the

26:17

ability to add that account and

26:19

when we add the account, we’re

26:21

gonna go to the lead area not

26:22

the account area um and this

26:24

has been sitting here all day

26:24

so I may have been logged out

26:26

of this account so let me. Hop

26:30

in here and log back in the

26:32

service Autopilot cuz I think

26:33

this is pretty important for

26:35

everybody watching this that

26:36

you’re gonna wanna be able to

26:37

see um going in and adding that

26:42

vthree uh lead and this is a

26:44

streamline workflow recommend

26:46

once again, we have a free um

26:48

form on the service Autopilot

26:51

marketplace for everybody um

26:52

when you go into the quick ad

26:55

and we add in that account and

26:56

when that account comes up,

26:59

we’re gonna go in. You’ve got

27:01

the option it defaults to

27:02

client where you’d enter in all

27:03

their information First name

27:05

Last name display name What I’m

27:06

gonna recommend Is you really

27:08

need to go to the lead intake

27:10

um and it gives you three

27:11

options here. so what I’m gonna

27:13

recommend is um potentially

27:14

going in if you want the free

27:15

uh form that we’re giving off

27:17

the marketplace to be able to

27:18

use this form to streamline

27:20

this all on one page um but the

27:22

temptation to add a client is

27:24

probably not a good move in my

27:25

opinion because we really wanna

27:26

segment our database so leads

27:28

and clients be able to have

27:29

differentiation whether they’re

27:29

in the client. Life cycle and

27:31

be able to track the conversion

27:32

from a lead to a client, so

27:34

those are things that you’re

27:35

gonna want in the reporting. So

27:36

what I’m gonna recommend is

27:37

when you go in here. We’re just

27:38

gonna grab their first name.

27:39

It’s a conversation. they call

27:40

their office and like hey my

27:42

perfect uh looks like you want

27:44

an estimate so have you ever

27:45

talked to us before? are you in

27:47

our system? Nope never talked

27:48

to you guys before so that

27:49

automatically transfers over

27:50

what we’re gonna do is just

27:53

literally fill out a form and

27:54

we’re gonna take the uh vthree

27:57

the simple growth uh full

27:59

intake form and I believe this.

28:02

One is it we just make sure cuz

28:04

we got a couple different

28:06

versions of it and I think this

28:07

is it here. So what we’re gonna

28:10

do then is take first name last

28:13

name, so we’re just gonna

28:15

continue to work that form here

28:19

and we’ve got first name last

28:21

name. Okay Missus Smith. I’m

28:23

like what’s your service

28:24

address. We’ll pull that in

28:25

okay. Perfect is the billing

28:27

address the same as a service

28:29

address. Yes, it is or no. It

28:30

isn’t. okay. How did you hear

28:31

about it? What’s your cellphone

28:33

so we’re gonna basically create

28:35

a phone intake here that you

28:36

guys could customize, but the

28:37

idea is we’re working that

28:39

phone intake and we’re standard

28:40

it for the virtual assistant or

28:42

uh your internal office and

28:43

this is gonna be tied back into

28:45

your lead. source tracking. So

28:46

that’s one thing I really love

28:48

about vthree because if you

28:49

already have a lead source,

28:51

it’s going to populate um here

28:52

so you don’t override it. but

28:54

these are things we should be

28:55

asking estimate four special

28:58

instructions office notes and

29:00

what we would do is go. In hit

29:03

next and it would populate

29:04

everything else here in the

29:06

billing address, and then we’re

29:07

we’re going to submit and once

29:09

we’ve done that and that

29:11

refreshes all the information

29:13

populates right here on the

29:15

client record um no double

29:17

entry and everything is there

29:18

so um that is one great tool

29:21

that you can uh download free

29:23

off the marketplace if you’ve

29:25

never been to the marketplace.

29:26

uh we go up here to little

29:28

Avatar and hit marketplace and

29:30

like I said. This is a free.

29:31

download from Simple growth as

29:32

a.

29:35

Adviser and uh let’s just put

29:38

in here Vthree and it should be

29:42

right here. SG phone intake

29:45

form and you go to hit view and

29:47

you can get the free download

29:49

code um so that is a great way

29:51

of tackling that here and you

29:54

can click to get the free

29:55

download code or view it and

29:58

click there to get the download

29:59

code so this is something that

30:01

uh looks like about 63 people.

30:03

I’ve already utilized got some

30:05

great feedback on that um and

30:10

if uh that is something of

30:11

interest free to streamline

30:13

your workflow. um you can also

30:14

go to vthree Tickets.com and

30:17

that will give you the

30:18

information about that free

30:19

form and how to get that off

30:20

the marketplace with the

30:22

download code So come to

30:23

questions uh feel free to drop

30:25

them down on the live or

30:27

recorded version, but um essay

30:30

weekly talk show trying to go

30:31

out and um help the essay

30:33

community through business

30:34

practice. Through interviews

30:37

and um different certified

30:39

advisers, including myself

30:40

coming out to help teach

30:41

workflow and features and

30:43

functions and service autopilot

30:44

so comment, your questions drop

30:45

them below. Otherwise, we’ll

30:47

see you again next week on the

30:49

essay. Weekly Talk show at 1 PM

30:51

eastern 12 PM Central and uh

30:55

special guest uh Barron uh in

30:59

the cleaning industry uh we had

31:00

to reschedule due to some

31:01

travel conflicts um for today,

31:02

but she will be with us next

31:04

week. so we’ll see you again as

31:05

a weekly talk show 1 PM eastern

31:06

twelve. PM Central right here

31:09

on the service Auto page page

31:11

Mike Callahan from simple

31:12

growth as a certified adviser,

31:14

uh wishing everybody a great

English (United States) – SA Weekly Talk Show: V3 Ticket Workflow

SimpleGrowth Training – Main Menu in Messenger

Video Transcript

00:00

hi guys so one of our frequently asked

00:02

question is what is the main menu

00:04

um i like to think of the main menu kind

00:06

of almost as like if you’re on a website

00:08

the menu board across the top

00:10

um so where is your main menu on your

00:12

computer if somebody or if you’re

00:14

engaging with me with a business or

00:15

someone’s engaging with your business

00:17

it’ll be on the on the computer will be

00:20

in messenger these three lines right

00:21

here

00:22

i want to show you also like if they

00:25

just pull up their messenger on the side

00:26

they’re going to see these three lines

00:28

so i’ll show you three different ways

00:30

actually that they can see these three

00:31

different lines um

00:34

okay so like let’s say they had

00:37

messenger opened up they’ll see these

00:38

three lines right here this is our main

00:40

menu

00:40

we’ll talk a little bit more in a second

00:41

what it is if they pulled up messenger

00:44

just in a box on their computer they’ll

00:45

see the three lines here

00:47

and if they’re on their phone let me

00:51

read this they’ll see the three

00:54

the three lines right here um right

00:57

there so in all three places

00:59

it’s going to look exactly the same and

01:00

they’re all going to be in the same

01:02

place

01:03

um let me just pull this back here okay

01:05

so what is the main menus like i said

01:07

it’s kind of like a menu bar across your

01:08

computer

01:09

i feel like it’s kind of like tour guide

01:11

to like when people are coming into your

01:13

bot

01:13

it’s kind of like three quick ways how

01:16

can we help

01:17

and so for example like in our messenger

01:19

chats we build out get a quote because

01:20

of course that’s the

01:21

main reason people come in we have asked

01:24

a question but the third one we have is

01:26

service we provide because that’s a

01:27

little bit more encompassing

01:29

and i’ll take them to our gallery which

01:32

is really

01:33

um again a mini website so let’s take a

01:35

look here what it looks like

01:37

um so if they came into your messenger

01:39

we’re going to go through the mobile

01:41

version just to look at it they came

01:43

into your messenger and they clicked

01:44

these three buttons so they’re going to

01:45

see

01:46

this along the bottom which again

01:48

completely exactly duplicates the three

01:50

right here

01:51

and then we’re going to let’s say that

01:54

they would choose like for example in

01:56

your services we provide

01:58

so this is going to be kind of that mini

01:59

gallery

02:01

and i’ll show you what it looks like

02:02

more here and i want the one thing i

02:08

want to show you is like when you click

02:10

on these buttons

02:11

like it’s across all platforms that

02:12

they’re in so if they were

02:14

on your website and or in your facebook

02:16

and they clicked into your messenger

02:17

they go to their phone it’s going to be

02:18

the same

02:20

see it’s kind of like a gallery of

02:21

services you provide

02:23

your social platforms um more social

02:26

platforms you could have a link to your

02:27

website faqs

02:29

you could have linked to testimonials

02:31

that’s really kind of an

02:32

all-encompassing place for people to be

02:35

um

02:36

if you do or having an estimator in your

02:38

bot you know they can just

02:39

do their quote right here again right

02:42

off your main menu so it makes life easy

02:44

um same on here they could just come

02:47

into your

02:48

on their on their phone and they could

02:49

you get a quote and again like our

02:52

our chats are built and to be mobile

02:54

first

02:55

that that’s where they’re going to get

02:56

the easiest best experience because

02:58

that’s where most people are engaging

03:01

again see how you’re getting

03:02

notifications right from manychat right

03:04

on your phone

03:04

when somebody’s in your chatbot um and

03:07

so

03:08

i did ask a question on that one but if

03:11

i would do

03:11

like get a quote it’s gonna pull up here

03:14

or just get a quote maybe i didn’t push

03:16

get a quote i did not so let’s do it

03:18

over here

03:20

so we ask what service do you want to

03:22

get a quote on

03:23

again if you were for cleaning we would

03:25

just start right into the cleaning there

03:27

so you could put any services that you

03:29

want so really the value though you can

03:31

see it really is a quick synopsis to get

03:33

people in your bot

03:34

into the right places they want to be um

03:36

again you’re

03:37

you’re trying to build an experience

03:38

that’s user most user friendly

03:41

whatever they want to engage with you

03:42

want to be able to provide that to them

03:43

quickly

03:44

um and again it’s a class all platform

03:46

so that’s your main menu

03:48

um or yeah your main me your main menu

03:52

right here there’s a draw delay between

03:55

general messages which we’re going to

03:56

talk about at a later date that’s your

03:57

main menu

03:58

thanks guys