What Impression Are You Leaving?

“I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou

Being in sales, this quote may challenge you to say not me.  You want to make sure that the message is getting across to your customer or that you were able to persuade them.  Yet, they may be thinking of nothing more than how you made them feel after you have gone and cannot remember what you said or did while you were in their presence.

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You Can Never Go Back

“No man ever steps in the same river twice, for it’s not the same river and he’s not the same man.” – Heraclitus

I used to think that I could always go back to things, and they would be the same as before, a friendship, a romantic

relationship, even a chore around the house. The reality is you can never go back to the same situation with the same expectations! You have changed, they have changed, and maybe even the situation has changed.  Things are constantly changing all around us and they change us.  Though nothing may have physically changed, I have walked away from puzzles and returned hours or days later to find the solution staring me in the face.   My perspective did change.  When it came to relationships, it took separation from some of those for me to realize this truth.  I wanted to go back to the way things were and the comfort or familiarity of that relationship, but I could not.  I did not realize it, until much later, that things have changed, sometimes significantly on either side or both sides.  I would get frustrated by the lack of emotional connection because I was looking for a familiar feeling or positive memory.  That was in the past and it was hard to realize or come to grips with that.  Every day we are making steps towards positive or negative growth whether we want to or not, we never stay the same.  I heard this when I was in my late 20’s or early 30’s and it has always stuck with me.  At times, I could see this clearly and not so much at others.

If you are in sales and you think that you can pick up where you left off, you might find that the situation has changed, a lot.  People have good days and bad days.  People change jobs and their personal world changes outside of you and them.  The world keeps spinning even though we do not want to admit that some times.  So, what can you do to stay connected with your clients?  It's called nurturing the leads.  If you are not spending time connecting with your clients, whether via email, phone call, text or even stopping in to see them, then you are not helping your clients or nurturing the relationship.  You may actually be losing them.  If you keep in touch with the clients, you will change as they change and you will both see the change.  It will be easier to connect and help them out as their needs have probably changed as well.

Connect with us via social media or set up a time for a free 30-minute conversation to see how you can keep up with the changing times.

3 Keys to offering maintenance agreements


Do you struggle with low call volumes for the technicians in the slower months?  Would you rather send a technician on a call then send them home at noon?  What can you do to help them understand the importance of the annual maintenance agreement?  Some service techs are great at offering annual maintenance agreements (AMA’s) and some struggle with it.  Like most items that the technicians offer it usually comes down to three things.

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3 Tips For More Profits

Why am I not making enough money?  I consistently worry about saving money for the next big purchase.  I wish I could find a way to charge the right price and still make enough money for the purchases I need to make to grow the business.

Here are three things to start doing so that you can increase your profits.

1. Do you have a sales process in place for the people that sell for you?  The second part is probably more important than the first, is it written down?  The reason you need it written down is so that people can refer to it and follow it.  Also, so you can have some consistency in how you approach your customers and so you can train/coach your people to that process.  By having a process, you and your team can be more successful, and therefore more profitable.

2. Are you sure you are charging the right price? This can be confusing because you might think, I am charging just what the market can bear, or my competition is charging this, so we must do likewise to be competitive.  That is not the right answer.  What is your overhead, your true costs on everything you put into a job, down to the screws and mastic, and your actual labor?  What kind of net margins should you make to stay in business?  You need to determine your value in the market, not the value of the market.  If you are worth X, then charge X.  With the proper pricing tool and proper method, you can see what you should be charging on each job.  Once you determine your price, build the value of your product and service, then go sell it.  Do you have the proper pricing tool to help you get the profits you think you are getting or wanting?  PricebookPlus is a great option to help manage the data, decrease time spent on the job, and increase profits.  Contact them directly here for a free demo.

3. Are you holding your sales and install teams accountable and to the same standard? If you tell the salespeople that you have a higher standard for them than your install team then you have created a problem.  Likewise, if you hold your install team to a higher standard than your sales team you have created a problem.  This goes back to the second point about proper pricing.  If you are doing top notch work that looks and operates differently than your competition, then you should charge more for that level of service.  Everyone on your team, from the customer service reps that answer the phone to the service tech that goes to the home, the salesperson, and the install team that shows up, all need to exude the same level of customer service to every customer that you service.  This will also drive profits when everyone is doing their job properly and you are taking care of customers.

How can we contribute with any one of these areas or all three?  Maybe you would like know what else you can do to grow your business, contact us today for a free 30 minute consultation.  

Teaching my younger self

What advice would you give your younger self?

This is a great question to ask when you are talking to someone with much more experience in your industry.  Generally, they will tell you to look out for this or that.  Get your accounting on track from day one, charge the proper amount for your services, build a savings for a rainy day.  Sometimes we want to do all things in the business, sales, install, accounting, etc.  And there is no way we can do all those things effectively long term.  Sometimes, we do not have a choice but to do all those things but when we can afford to give them up one by one, it frees you up to do the things that you love to do. 

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Change is a good thing

Why Do You Fear Change?

Change is one of the constants in our lives, but you already knew that.  So, what is it about change that we hate or fear so much?  It really comes down to, I know what I am doing now and doing something different means I may have to do more or be more than I am right now.  Most of us do not need to add to our workload. 

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Talking from the red chair

Introducing Chris Michel

Hi, my name is Chris Michel, and I am a sales coach.  There, I said it.  I put it out there, and I made you aware of the most embarrassing thing I could say about myself.  That is why I am not a stand-up comic, although I did do it once years ago.

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