Transcript:
Well, happy Friday, everybody. Welcome to episode number 40 here on the Service Legend podcast. We have an amazing treat for you guys today. We have an absolute legend in our in our presence. Uh, Joe from service MVP. Welcome to the show, man.
Hey, thank you, Ryan, for inviting me here. And definitely, uh, when I when I saw you first came up with the Service Legends concept, definitely. I knew I had to be involved because I was like, I just I love to talk to people who are providing value for the industry, and that’s what I try to do. So I’m not sure if that makes it legendary, but definitely something that’s if I had to leave my legacy or my in the future, I hope it would be a legacy of service and information that help contractors live the life they’ve always imagined.
Yeah, man. Um, and our mantra here at service legend is more profit, more freedom, more impact. And, you know, it was all about working with home service legends, you know, and, and it really started or, you know, it sparked the idea with Tommy and seeing what he was able to do, the impact he was able to make with his team, the community, just the industry at, you know, at large elevating everything. And and, you know, that’s what a real home service legend is to me. You know, it’s not just the money stuff, but it’s they’re really making an impact, serving their team, their customers, their community, and really just taking things to the next level. That’s that’s the type of clients we want to work with, the people we want to interview here. And you definitely fit right in with that. So, um, for those of you that don’t know Joe, he is America’s HVAC, plumbing, electrical and really overall home service sales coach.
Don’t forget garage door too.
Now that’s in garage doors. We can’t we cannot forget about garage doors, especially after I mentioned Tommy. Uh, the number one guy in the space. Um, he’s a renowned sales educator and entrepreneur who has revolutionized the home service industry. Get ready for an insightful conversation on building trust. Effective communication, exceptional customer service. And welcome again, number two to the.
Thank you. That’s great. Well, it’s great to be here. And you know, when you mentioned Tommy, it’s, uh, it was great to work with him and help build that team to. It’s like a, you know, from when I met him, I knew that he was like a brother from another mother. And, you know, I always say that if you want to ever go see a theme park of our service, what we provide, it’s a great place to go. Visit is A-1 Garage Door in Phoenix, Arizona. He’s a he’s a great model of what is possible to achieve.
Yeah, absolutely, man. Um, and you know, I know, you know, I gave you an intro, but if you could give us an intro from you, Um, and, uh, I, I heard a clip from an episode you did with, uh, Evan, um, and Thaddeus.
Thaddeus. Thaddeus. Yeah.
Thaddeus. Uh, and you were a rock and roll rock star, it looks like, at one point, But, hey, just give us some context to Joe before you know this. You know, America’s sales coach thing started well.
Did I was I was I started out and my dad was a plumber. And so I did have an artistic streak going through me when I was younger. And I my mom tried to get me to play piano when I was a kid. And I said, no, I hate that. And then all sudden I heard Elton John and Billy Joel and the 1970s, and I’m like, Wait a second, I gotta learn how to play piano immediately. And then I wasn’t. Two years later, I got myself in a rock band, wanted playing bass guitar in a rock band from 1977. And then I played all the way till about 1992 while I still had started my I started my business in 1985, but I eventually had to put away the music part of it and just go with the things that my strengths were. I was I was I played like a weekend type of rock band. I did weddings and stuff like that too, though, so I can sing The Hokey Pokey for you or the, you name it. Not not too many songs don’t have all the words to it. And karaoke. I’m pretty good with that. So I’m going to say that, Yeah, karaoke. I can do some of that. Mack the Knife or, you know, get some Elvis, have an Elvis set.
I do. So definitely that’s old school, but I still enjoy it. I still like like to go on my my Tesla and turn the sound up as loud as I can and jam to the tunes in my car. Karaoke, they call it now. They got the thing where you can you can sing and get the words on the screen and everything like that. So have some fun with that. But you know, truthfully, my real passion, though, is to to serve other people and to communicate with people. I guess that is part of the music industry to communicate emotions and feelings to other people. And that’s really trying to create value, really. And that’s where there is a actually there is a thing that I always say it’s related. Like I don’t think I’d be doing what I would do today and be able to articulate the messages clearly if I didn’t have that musical background or have that that skill or talent or passion to want to get in front of people. Because truthfully, there’s a lot of people who are like nervous when they get in front of people and have zero ambition and zero anxiety or. Nervousness whatsoever getting in front of people.
If you ask me to get in front of 50,000 or 5000 or just five, people have the same way of doing it that I do every time. So just try to make sure people want to feel. Here’s what I say, and this is a good tip for everybody who wants to communicate better. And this just could be your first golden nugget, if you want to say that. It’d be that whenever you start a communication with your coworkers, with your clients, with the public or even your own family, just take a few seconds and remember that at the end of the communication, you always want people to feel cared for, respected and supported at the end of the conversation. So when you start the conversation with that motivation to have that for the person you’re providing it. Every conversation is a service. You’re providing somebody, whether it’s for business, whether it’s for work or whether it’s at home. It is there to communicate value and to try to help people assist people in some way by communicating clarity and care and respect and that support for people. I think that’s what’s in my heart. That’s why I’m here today. I feel like I’m trying to do that right now.
Yeah, man, I love that. Um, and, you know, I’m curious, you know, I imagine other people are as well, like. Uh, where did that, uh, kind of character trait come from? Because I’ve heard you speak, I think at every vertical track I’ve been to every single one as well. I think you have as well. I think you’ve spoken there every single year. Um, and you, you have that common theme in your content and everything where like you really focus on people communication, serving others, lifting people up, things like that, like where did that come from? Because it’s not as common these days.
It’s not I think I was very I was very fortunate to be be born into a amazing family. My mom, my mom was like the church lady. So like we went to Saint Matthew’s Lutheran Church in Lake Zurich, Illinois, and we’re one of the first first people in the congregation because my dad moved from the Chicago to the northern suburbs as a plumber working on a subdivision up there. And they they gave him a free house to to entice him to go work in that area because it was back then traveling 35 miles to the northern suburbs of Chicago was unheard of for a plumber who was in the union in Chicago. So to get people to go out there and build these things, they had to give him a house. So he bought the first house they grew up in. He was given by by because he was enticed to go move from Chicago, Melrose Park, Illinois, to the northern suburbs. So when he came up there, there was a small church called Saint Matthew’s Church, which we were a part of. And, you know, I watched my mom and dad work. My dad was like every time they needed snow plowing, he would do it. Anytime somebody needed something fixed at the at the church, he’d go fix it. My mom would have all the chicken dinners and all that kind of. So they were they recently passed away in my mom passed away in 2019, in February, and my dad passed away in 2020. But, you know, up until the day they were still alive, they were providing service for the their friends and family in that congregation. And that’s something that I probably just have. I’m not religious, really, but I definitely have that value kind of hardwired into me at this point. Does that make sense?
Yeah, 100%. And I think that’s what’s really cool about you that I that I actually clinged on to when I first heard you speak. And this was, I think it was 2020, November 20th 20 or 2021 when, when there was the first vertical track and I heard you speaking and you were carrying that same message. Um, and you know, and, you know, you know, again, it’s not common, right? But this, you know, this concept of how can I serve others to get what I want? And even though there’s a little bit of selfishness in there, I think most sales people in home service, whether they’re new and a lot of business owners to in garage doors, you name it, they’re always worried about what what can I get out of this, this, this thing. Right. But can we change our perspective? How can I serve the customer to help them get what they want and provide those options so I can help them get what they want? And ultimately, I’m going to get what I want. And I hear you talking about that kind of like that methodology a lot. Um, and it seems like it kind of was spearheaded out of kind of how you were raised as well. So that’s kind of cool.
Yeah. I think I would, I would change one thing you said, which is that seriously, I provide all the service I provide without worrying about what I’m going to get. Now, if there are financial resources needed, I mean, 90% of the people I help, I just help because I want to help them. But there are times when, you know, if I’m going to say I need to get a facility to do training in or I’m going to need employees to help coach. People have 28 employees. We have obviously to have 28 highly paid experts on your team to have a facility of 8500 square foot training facility in Culver City, California, with the most modern technology and a big, big flat screen wall behind me when I’m doing training, those are going to cost. That’s the financial financial resources are needed, Right? So so bottom line is, I’m realistic about it. Most of the time, though, I would say I start out with my relationship. Well, not really. Every time it starts out the relationship as I try to give people value in my service first so they can experience a little bit about get a preview or a movie trailer, if you will, about what they’re going to get if they do invest in me and try to make sure that people have already made money when they before they bought from me.
In a way, it makes sense that they’ve already financially have been rewarded. And I feel by doing it that way there’s an obligation to call the law of law of obligation. I’ve learned in the science of persuasion that when you do things for other people unconditionally without the expectation of return, people feel indebted in a way, and nobody wants to feel that feeling of in debt. They want to feel want to pay it back in a way. And I’m fortunate enough that people want to pay it back in large sums of money too, as well, as well as well as, you know, with good feelings and all the great praise and adoration that people give me. Those it all means a lot. But, you know, truthfully, I just hope that it helps people in life in general that if they can, it makes your life easier to communicate. They make a little bit more money for their family. They’re able to run a better. Their business and their served their community and served their team and served their. Their their family as well to make sure that everybody is able to do that. If I can, if I leave that with my legacy, then I don’t have to worry about my financial outcome. It’ll always be good.
Makes sense. Yeah, it is. It it is so common sense once you get it. But you’ve got to get it. And I realize that too. It’s like once you stop focusing on what you can get or the money and all the value, and it’s like.
That’s ironic. It’s ironic that the people who focus most on money don’t have any. That’s the thing, the ironic part. You just focus.
On creating good products, serving customers at a high level, like, you know, everything you’re talking about. And the interesting thing is every single person that I look up to, that I see as an industry leader or thought leader that’s running successful businesses, has a great team. They all say the same things that you’re saying, you know? So guys, if you’re listening here live, there’s a couple live. We get most of our listeners on replay, Apple and Spotify. If you guys are listening, um, give value first, right? Give value first and just see what happens next. And I’ve done that through, you know, it’s a big key of networking. You know, if you want to meet people and get to know people and get them to mentor you and things like that where it normally wouldn’t happen, um, how can you add value to that person? How can you contribute? I think we’d all be a lot better in this world if we had that mentality, not in just business or sales, but in general. Um, let’s move a little bit forward to like right before you started, um, because your main company is service MVP, where you train an incredible amount of home service companies and their sales teams, sales managers. Um, and you run an amazing company at that level. You speak everywhere and things like that, Like right before that, maybe a couple of years before that, like, what were you like, How did you kind of like have this on ramping kind of concept to, uh, this like this whole thing you’re doing now? I mean, this empire, if you will, that you’re doing now? Amazing facility. I want to come see it, by the way. I want to come check it out. But like, right before that, like how did you kind of on ramp to this whole concept?
Well, you know, I started out in I owned a I owned a contracting company of my own in 1985. I drove it into debt. By about 1991, I was severe debt. One of my clients was nice enough to me to teach me the science of pricing and the science of communication and how I should do the premium mid-range economy choices. And I later learned through people like Dale Carnegie and, you know, Steven Covey and people like that and Michael Gerber, some of those people just reading their books and material how to how to kind of put this together. So then by the time I sold my company in 2001, it was a very profitable company. I was well out of debt by 1994. And then when I sold the company, I was like, when I got out of debt, my vendor said, You should do this for a living. You should get people out of debt. And so he said, the heating and cooling, that’s not your calling. The calling is, you know, taking people who can’t understand pricing and service. And so they encouraged me to do that. Actually, my vendors actually paid me to help get some of their clients out of debt. So I realized that was a business of its own. In 2001, I started a new business called Contractor selling.com. And actually it wasn’t that. It was just Joe Coursera right time in 2001. And then, you know, I was just doing one on ones and going out to people’s places and helping them and I was doing a performance pay. I would get a percentage of getting them out of debt. I’d get once we got profit, I would get a percentage of the profit. You were kind of a.
Coach, uh, you were an online coach or a coach before this whole coaching thing was cool, you know?
Yeah, right, exactly. And then in 2005, we started Contractors Line.com, which was a way to store all the videos and stuff I was doing. And one of my friends, David Frye, who was a consultant for the hot tub industry, told me I should start recording this stuff and putting it online and we start doing podcasts, which wasn’t podcast. It was called the Our Sales Power back in 19 2005. And so then, which, you know, it all kind of started with that. But truthfully, I was kind of stalled for a while there from 2005 till 2015. But then I start meeting you on the Facebook groups. Really, the Facebook groups blew it up for me. Ishmael Valdez from next Gen Victor Ranker from Absolute Air. You know, Tommy Mello, these kind of people started using our services and and they started saying praising us. And truthfully, that’s when things service became emerged because we realized that this could scale into something bigger because it had some energy behind it beside me. What I did realize at that time is that and I think every this is a good lesson for this lesson for every business, everybody out there. Listen to this, is that as much as you try to make this about yourself and I need to grow this company, you can’t grow unless you have a team of people. And I couldn’t grow service without my team, without guys like Tommy Melo or Ishmael or Victor and all the great people I’ve been fortunate enough to be around that have recommended my services. And, you know, whenever it says like who does sales training and everybody. Like nine out of ten things are Joker. Sarah is the best.
Um, that’s just makes me feel great. And, you know, obviously that’s the thing that makes it workable. That’s why that’s how I can scale. Because you can’t scale your company no matter what kind of company, where it’s garage door coding or garage floor coding or whether it’s garage doors or whether it’s or plumbing or electrical or anything you’re doing maid services, you can’t scale unless other people are saying that you’re the best in the way in the way to go. Makes sense because being just mediocre isn’t going to scale being the best at what you do. It does scale. That’s what Tammy Melo has got that A1 garage feel they are the best. If I if I seriously had to call somebody from my garage, I would look for an A1 franchise and call him because I know it would get done the right way. Does it make sense? Because. Because they’re because their management system is one where they watch the quality of the company. They’re not just handing it over to people who are just trying to sell things. They’re they’re trying to get the job done right. There is an investment, which is more money. But no, I’ll get the job done. Right. And I think that’s the same with our company. People realize that you’re going to spend more with this service MVP, but you’re going to get a better service. People who like we onboard and like yesterday we just talked. We had graduations, we had 28 graduations. So every week we graduate 28 to 32 new people that go through a four week training course and they graduate and they are now finished performers. The average person increases their revenue by 292% when they go through that four week course.
And that’s something we do every single week. We have a team of onboarding specialists that work with your team for four weeks straight and then your person’s graduated and we become the graduation or the onboarding and orientation of every company in the industry. I really feel like we can be like the Coca-Cola of training, where where you’d have to come to us to be able to get trained the right way. And, you know, other people could try to mimic the system we have. But the effort that we put in to grind it out with your team to stay with you, to test you and graduate you, that’s something that I’m thinking. I don’t think seriously, I don’t think anybody’s ever going to take this service on because it was such a bitch to to do it. It wasn’t it wasn’t easy to do. And I would welcome anybody who wants to try it, give it a shot. But it’s not easy. Like the platform we have, the service platform. We just we just launched it this year in March. It took us $1.6 million to get that platform where it’s customized coded for us. It wasn’t something that came off of a shelf somewhere. We had to hire our own people and we put a lot of money into it and we welcome to it. If somebody else thinks they want to copy it, go ahead and try Whatever you’re copying, you’ll be impossible to copy it. So complex. But yeah, it’s complex too, for our standpoint, but easy to make it easy for contractors is something that was hard to do. Makes sense.
Yeah. Yeah. It’s absolutely amazing. Kind of the on ramp, uh, just the whole experience that that you’ve gone through. It’s really cool for an entrepreneur like myself and a lot of us probably listening here, um, to see that kind of unfold like that, um, and the results speak for themselves. That’s the really cool thing that you focus on is, um, you know, you talk about your company, you talk about the results, but the biggest thing that you talk about is how it benefits the client. Um, and so that’s a really big deal because as I’ve grown in my entrepreneur journey, I’ve realized that the more I spend on, uh, you know, and what’s funny is when I was growing up, uh, you know, my dad, I love my dad, but, um, you know, didn’t want to spend money on, you know, on, you know, on stuff, right? And so even if it was better, that could have been because he didn’t have the money, whatever it was. But there was this methodology that just because it costs more doesn’t mean it’s better. And that’s obviously true common sense.
But for the most part, things in this life, it just costs more to get a higher quality thing. Car, you know, sales training. And I’ve seen a lot of clients at service legend um, not go the route of investing into themselves, their company, their sales team and they get like cheap little courses or just, you know, watch YouTube videos or whatever it is. But the companies that invest into these coaching programs, sales training programs, and they’re really committed. They spend the money, they invest in the money. Um, that investment that you put into that training, that self-development, that’s what holds you accountable and that’s what has hold me accountable is when I’m committed at that level, um, and my teams commit at that level, there’s no turning back, right? Um, but if you buy a cheap little product that’s 500 bucks or a thousand bucks and it’s going to teach you how to be the world class sales trainer that you see on Instagram as an ad or whatever. Um, you know, it’s this concept that you cannot not afford to hire or to train yourself.
I think you get what you pay for, right? I think it’s that part of it. And I think, you know, I came from the same thing. That’s why I have one of my sayings where my my trademark sayings is, leave your mother, leave your mother in the truck. I always say which which means, you know, leave your family history behind when you’re in when you’re in a job, when you’re with families, you can’t you can’t offer solutions. The way that you would have purchased them when you were younger or the way you were taught by your family? Because these families are different than your family. Everybody’s got number one thing. Almost everybody has more money than my family did when I grew up. I have way more money than my family did when I grew up, so it’s not even relevant. But there’s still the emotional rope that’s around our foot. I call it. It’s it’s invisible. Truthfully, the rope is not really there. It’s really it’s like I always say, there’s a inner belief prison that we put ourselves inside of, which is based on our past and not something that’s relevant today. Does that make sense? I think if most people realize that we need to open our mind because whatever I whatever got me to where I’m at now was only what got me here by based on the past experiences I have, which are irrelevant to the current experience I’m having right now. So you have to remember that information that is here now in new technology that’s here now and new the amount of money people have now, resource to capital that people have now was not what it was when we grew up. You know, So you have to say that that’s not even it’s I’d say past is a fantasy or it’s an illusion.
It’s not real. And the future’s not real either. It’s not promise anybody. The only thing we can focus on is what we’re, what’s what’s our current reality right now. And I think we have to break free from that imaginary prison that we put ourself inside of because we just think, like your dad said, don’t buy anything. You don’t need type of thing or don’t waste money. Right? Truthfully, don’t waste money. Do invest in things to see if it’s like sometimes I’ll just buy an app and just spend $79 on an app yesterday for some kind of a thing that would be able to change my my photo or whatever type of thing. I said, Well, that’s an investment in and there’s a small piece of the whole app. Most of it’s worthless to me, but there’s a small piece that I saw found, found valuable. It was the thing that puts my title bar under me. And it’s like it’s like, Wow, that’s pretty cool. It’s like the one thing out of the whole app I’d like and that’s worth $79 for the whole year, right? So it’s like it made it made it worth, make it a picture and put my put my caption under there and it made it. So I think, you know, I’d say if you only get value, just even buy a book, if you only get value from one page in that book, that might be enough. And that one page to pay for that book a thousand times. If you take whatever you got from that book, there’s a lot of books that have like that where I believe just like one page can actually take you very far, you know?
Yeah, sometimes you can just read the summary on the books. Uh, and I’m like, Oh, I’m good, I got it. No, I’m kidding.
But it feels like that, right? But when you get deeper into it, I love the books that changed my paradigm where I’m like, Oh my God, that’s exactly what I needed. Like, like I love it when it provides an answer to something I didn’t even know I had a problem with. Like. Like it’s like, holy shit, that’s exactly what I did wrong with the other guy. With Danny, I got to use that information with Danny or whatever type of thing, or, you know, just it just pops in my head and I’m like, I’m getting that paradigm shift, I call it, or I’m surprised that I’m learning something. And sometimes I don’t even think about learning something. Just just do, you know?
But it’s just funny. Um, okay, let’s talk about, uh, some sales stuff a little bit. Um. Uh. And service MVP. So who is like the program for, right? Like is it for every home service company or is it specific niches that it’s better for that makes more sense for? And then what’s it like? Um, you know, if, you know, if I am one of those, those ideal companies that that the program works best for, um, where am I at? Normally when, when, when I start to think about needing a service like this, well.
Here’s here’s who it has worked for. Obviously. Heating and cooling and plumbing and electrical, those are those are the core. But, you know, truthfully, I saved a coffee shop in in Rochester, Wisconsin, one time by telling him, get, get, get your menu fixed. I said I told him I showed him how to do to fix your menu. I came back next month and they said, Oh my God, my sales increased by like five times the amount just from the menu. And I had another guy who was, you know, who did swimming pool maintenance. I said, Dude, you got to get this together. You said you could make a premium package where you add the stuff and everything, and that’s just, you know. So he did. He said, I triple my sales. I can’t believe it. So I have a guy who does dog, who does, uh, what do you call it? He was a dog kennel that you just bring your dog there to watch the dog for, like pretend for $15 a day. He’ll watch your dog and said you should have one more premium package where the dog can be take the dog for a walk and all that kind of stuff. You can feed the dog, you can put them in his private room instead of in a whole kennel. You can make a and he did it. He said he built an entire building in a facility. He said, look it, you built this place. You you showed me what to do.
And I just took that little information when you brought your dog in that one time. And I built a whole facility. So I try to give people information like that. Even when I’m buying from them, I try to help them get better because I want to get that experience from them. I try to teach them how to give me that experience. I realize most people are not capable of that, and I try to do that. But say anybody who is serving other people in some way, whether you’re an attorney, a doctor, a dentist, could use this any service at all, that has to provide value beyond the price. You know, there’s a reality to every business. If you if you have a dentist office or I mean, just probably the office alone is probably 24,000 a month in a place like Los Angeles or something like that. And people don’t realize what it takes for dental stuff, you know, the tools and the x rays and all that kind of stuff. It’s probably, you know, $500,000 for whatever. They got a machine that does x rays or something like that, you know, So it costs a lot of money. And, you know, consumers expect it to be very low cost. So you got to be able to provide value beyond whatever the cost of doing business is to make what we call as profitable, like you said in your in your slogan. Right. What was it to make profit? What was your slogan again?
Tell me one more time. It’s it’s more profit. More freedom, more impact.
Yeah, that’s it. I think it’s if the profit gives us freedom to serve people the right way, and I think the impact that you can create, that world class service experience, that impact of that experience, if there’s profit. But the profit profit has to come first, right? If we don’t have the profit, we can’t make an impact because we can’t have the resources for it and we can’t, you know, do anything else we’re trying to do, it all becomes a moot point. So anybody who needs to get above the I call the value line, there’s a reality of doing business where it costs are amount of money, like I would say, for every normal business, it takes like 5000 hours a week to keep a truck going. Minimum might think it might be as much as 7500. Now, at this point in today’s world, with all the insurance increases and stuff like that, it might take 7500 bucks a week no matter what kind of business you got, You’re not going to run a truck out there with a qualified person for less than 5000, 7500 a week. So if you got three trucks, you need to get $20,000 for a week. Right? So the point is the thing that limits us is our ability to communicate the fact that the value of the service is worth that much money per week and per per call to every client.
Right? So, so the average service provider, like an heating and cooling might get like 3 to 500. I would say our people average 24 to 2500 per average. Invoice. When they do that. Now, how do they do that? Well, they they show value. They do more for people and they’re giving more to people than the average person would give because don’t worry about time. Just worry about how big the solution can be. And I’ve learned that solutions are limitless. As long as you don’t, you know, you’re not. A door that stands in the way of the solution. Makes sense. So most times it’s not the not the consumer who prevents us from doing more. It’s the service provider themselves who has a self-inflicted wound because they don’t think people are going to buy something. So they assume people wouldn’t buy it, so they don’t offer it. Makes sense if they just would just let the brakes off and offer things. You’d find out if you did premium, mid-range economy choices, you’d learn the science of prices. It’s the best way to do it.
Yeah, it’s a no brainer to, um, the concept of, you know, and I heard this one time and it makes a lot of sense with what you’re saying is, is people will pay for your service. Well, if you’re asking for a premium price, they’ll pay for that premium price once the the value exceeds the price. So if like if you have like a you know, even if you provide a lot of value, I think what you’re talking about, too, is like even if you do good value, you do good work, you’re a good company, but people don’t know that. And you don’t structure your offerings in a way that articulates what you’re going to be doing and all those things. Like it’s just, you know, it’s really serving the customer and a higher, you know, in higher way. And what I’ve realized too, by doing that on our end a little bit is the customers that you ideally want, they actually kind of like it, like what you’re saying, like you like having the, you know, like the ability to, like even when you’re buying something to help them out because you know that that’s like the level of service that you want. So like solid customers and really good customers, it seems like they want that anyways, you know, and. Right.
Yeah. I’ve never seen anybody who if you go to a nice restaurant, you know, if you go to Phoenix, you go to Scottsdale or something like that and you go to a nice restaurant, you don’t ever get mad because they got stuff that’s too expensive that you don’t want to buy. Matter of fact, you’re impressed by it. You’re like, Oh, look it, They have a steak. They flew in from Japan for $150. I’m not going to buy that, of course, but that’s pretty cool that they fly a steak in from Japan, that they have a Japanese imported steak that we can buy that’s fed with beer and it makes.
It a lot easier to buy the one that’s $100. That’s from, uh, from Sacramento or something, right, From.
Colorado or whatever. It’s like, oh, look it, they got Alberta beef here, too. And so whatever it is they got, you know, the one for 75 bucks seems positively reasonable now after all of that. So that’s called the anchoring effect, which is that science of pricing, right? If you show somebody the premium price first, that’s the anchor. Now, everything else that that seems like it’s better priced if you show me the cheapest price first, then everything else seems too much. That’s really it. So you got to start with the premium price. There’s we do a thing on the science of pricing with every single client of ours gets, which shows if you show one price, the conversion rate and the average sales lowest, you show good, better and best and work your way up, you’re going to get a better result about twice as much result. But if you do a premium mid-range economy, start with the premium option first. It’s going to be about 3 to 5 times higher of the result you would have gotten if you would just had shown that way first, you know?
And then what about the concept of like so if you’re like so if you give somebody, you know, hey, you know, here’s the options, you know, it’s small, medium, large, good, better, best. Um, and they’re kind of like pre-built options. Now we should know what they might need because we’re the experts. So here’s these options. What about the concept of like. Um, the customer feeling like, Oh, you just have these random packages and it’s not custom to me. Like, what about the custom factor that most contractors might be thinking about? Like, you know, they don’t want to put their customers in a box, you know, things like that.
Well, the options are not prepackaged. For one thing, you do have to put thought into it. Now, there are certain things like like at that coffee shop, they had certain solutions sandwiches, cakes, breads, coffee lattes, things like that. Those are things they had. So I said, let’s package different, let’s package it differently. Things we have So people come in, come into a coffee shop, you’re going to buy coffee. So let’s get that, let’s get that right. The menu is just not there. Said you need to make the lattes and the expensive drinks at the top, the secondary drinks in the middle, and then the other drinks on the bottom, the normal coffee drip, coffees on the bottom so people can see it’s more money for this. And they they increased it. She increased her sales by five times Just on coffee alone is the average sale was about $1.65 And then she went up to $5 with average things people bought by changing the menu. Right. By having something more premium to start with, you know? But truthfully, everybody has that way of doing it. You know, if you’re a maid service, had a maid service I’m working with now, and they’re like, Yeah, we just do maid service. You can’t do anything with that, right? I’m like, You know, you can do more. I said, There’s sometimes people have special occasions and maybe you have a carpet cleaning company you could deal with or somebody who would help clean windows, a window cleaning company. You could partner with them and offer that into your bundle and redo it. So you see different things that people need no matter what it is. Customized, relevant solutions is part of what I call pure motive. So what is pure motives? The premium option has to be a higher quality and reliability for the client, better safety and health for the people you’re working with, and also better customer service.
They don’t got to do anything. I’m going to do it for you. It’s got to be customized and relevant to the client and say it’s got to have honesty even when it’s not popular. I’m going to tell you the best way of doing this, even though you may not want to hear it, I’m going to tell it to you anyway. Like you call me to stop a toilet that’s that’s running on the toilet just keeps running. I just need a new flapper. They might tell me. I’d say, Well, I’ll take a look at that and see what I can do. And then I’d say, Yeah, the premium option would be to replace all three toilets in your house and redo the piping fixtures going to it because that flapper is going bad because there’s too much water pressure. We need to make sure that the water pressure is taken down a notch. And by the way, all the toilets have been damaged now. So the best way to fix this would be to replace the toilets. That may not be popular, but it does give you a five year warranty and five year service agreement. The flapper is do I can do that for like, you know, 150 bucks or whatever? I can almost do it for free because it’s going to be the wrong repair. So I always tell people the bottom thing. Most of the time when consumers ask her for something, it’s usually the wrong thing they want. It’s your job as a professional to guide them on the right way of doing it. It makes sense. Yeah, and that’s.
What I was curious about because like, um, let’s say you present three options and they choose the wrong one. And it’s not the one that, you know, that they need. Um, like, should we let them choose that option even though we know there are.
There are, there are permanent premium repairs that are more permanent and higher quality and there are ones that are temporary or less higher quality. I think as long as we’re communicating that to people, I let them believe in America and I believe in freedom, which means which means that I let people make the choice that’s right for them. So sometimes people can only do the one thing and say, that’s a good starter package. Let’s go ahead and at least we’ll have this part of the job done. So when you want to come back and redo it again, it’ll be done the right way the next time. You know, at least we kind of you know, some people need to explore the cheaper thing and that’s fine with me and just tell just make sure I give them full disclosure. You do realize that this is not going to solve the problem permanently. It’s going to be able to sleep tonight, the next week or so. But that toilet will start running again in about a week or so after this. You do realize that, like even on heating air conditioning, I used to do a thing with fan motors where I’d say, you know, the premium option is replace it with a variable speed motor, new wheel housing control board and everything like that. The bottom option is just oil it and break it loose and see if it works. Look it it worked. I put a new capacitor in and it starts working. I said, But that motor is seized up. It’s going to seize up again. I give it a week. I tell people if it lasts a month, you’re lucky. But that would be a temporary repair. I could do that for like $150. No parts at all. But it won’t last long. Because here’s what I don’t want to see, Ryan.
I don’t want to see my client going to somebody else and saying that somebody could have done it cheaper. I want to let them know that there’s a cheaper way. Like I would say, even if you’re doing estimates, I’d say find the cheapest guy who does estimates in your industry and put that price down there and tell people, I refuse to do that. You could say, here’s the price for it. You want to go to Home Depot and get your own and do it. That would be this much money. We already figured out what that would be for somebody to do that, to do their floor in their garage from Home Depot. It’s not professional and it won’t last very long. You’ll be you’ll be chipping off paint off the floor in a few months or whatever. And every time your tires get hot, they’ll be on the floor, they’ll start peeling off the paint. But if you want to do it that way, that’s what it would cost for this. We won’t do that, but we’ll give you a list of things you would need for free. Like I would just do that for a client. That’d be the least I could do for the for you. If you want us to do it, though, it’d be a professional way. And here’s the very minimum we would do for that. Here’s the premium option we do for that. Right? You could do touch up work like on your kind of service. You do a floor coating. I would say we could do touch up service for five years. Something goes wrong, get a touch up for five years, extend the warranty and the service for a certain amount of time so you feel comfortable being covered. Makes sense.
Yeah. And the interesting thing too, is the bottom package that is being offered is not like a like there’s still ethics in that, in that in that offering, there’s still, um, um, you know, effectiveness in that offering. It’s just not, you know, what actually should be done if they, you know, if they had the money. So, you know, it’s figuring out like, well, do they have the money, can they finance or do they have the money? They don’t want to do it. Like there’s all these different, you know, different variables there.
But but but if it violates there is the pure motives which value system I believe in. So if it does violate a safety and health concern, then just say you’d have to hire somebody else to do that because like somebody says, you know, take my water heater and just don’t, you know, just take a flue pipe and put it through the side of my garage. I’d say, like, we can do that if you want to go tankless. But if you’re going to do a normal water heater, that’d be unsafe for your family. So you’d have to call somebody else to do it that way. So there are stopping points. I can tell people that if they’re trying to do something that’s that’s not to a certain quality, like don’t want to see people waste their own money away. So I will tell them that, hey, if you want me to do it this way, you’d be wasting your money. I would just say hire somebody else. Or if you want to, um, do a safety, something that could harm the safety and health of your family, something that’s going to put too much burden on you and your family, I’d say that’s a service part of it. If you violate the pure motives too far, there’s a limit that you have to have because if you go too far, too low, then it you get a bad name.
Your reputation is at risk, too, Right? So you can you have there’s a certain boundary that you have to a healthy boundary. The company has to have to say that, hey, I’m letting people into my brand and every every job I do for this, these people, my brand is associated with it. Right? So I can only do so low. And I think every every business needs to determine that. Like, I wouldn’t want to set that bar to where, you know, I know what that is. I know what it is for me. You know, when you call service and you say like, Hey, I’m just going to watch YouTube videos and can I just have a coach like once a week talk to me? I’m like, Well, it’s something service we don’t offer, but that’s if you want to hire somebody else, you can do that. But if you want us to do it our way, we have to hire you have to join service and not just YouTube and do it that way, right? So we have to do it that way if we’re going to do it, that makes sense. So there’s certain limits, certain limits. We have to make sure that we got to get it done right. At least even the minimum or temporary job is going to get done. Right, you know?
Yeah. Yeah. And I was even thinking on the agency too, because we have two programs we have like Blueprint and Mastery. Blueprints for companies doing less than $1 million a year. And it’s paid ads only. It’s all about getting leads in the door. Right now, they need leads. It’s all lead to cell cycle focused. And then mastery is where we do paid ads and SEO. We build websites, we do everything right. Um, and I’ve been thinking about doing three options, you know, um, um, because right now it’s more of like, oh, okay, like, you know, they’re not, you know, they’re doing less than $1 million a year. Okay. Ads only if they get some money, right? If they want to invest, they want to grow their company, those types of things. And they’re really committed to this success and they want to focus on long term. We build you know, we do SEO but can’t help but think about having a third package and I’ll probably chat with you. You know about this. I’ll have to join service MVP, you know. But, um, I’ve been thinking about it too. Just the option side. Um, and I really like it. I really like it. Um.
I think it is that part of it. I think it’s the more personalized package on the premium package where you can give more personal service to people on things like that. Although I think sometimes people give that personal service at all levels. Um, you know, I think there’s even more personal service can be added and more attention to changing things or whatever, especially in that kind of a service that would say, well, we could also make this as many changes as you want for this premium service. We can update things on a quarterly on a seasonal basis or whatever for different companies. So there’s things we can do without charging you extra for it. Just built it into the bundle. Really what you’re doing is I guess the best way to look at it is what are the what are the things that people are going to need in the future After I did the initial thing. Right. And then you say that I need to build in now. So they have so so this way they’re not wondering because one of the biggest things I think people in that kind of a business you’re in, they wonder is like, okay, after I get this built, what are they going to charge me? Yeah, yeah.
Or they’re like, What’s the next thing? Like, Well, should I do TikTok, YouTube? Like there’s all these other things that are being talked about. And if you.
Had that, you had that built into a package. Like we come out and do videos for you guys, we’ll come out and put we’ll optimize the videos, tag them and things like that, you know, things that everybody knows how to make TikTok videos. But I don’t think anybody knows what the tagging or hashtags and stuff what that means. Right? There’s things about it. They don’t realize that they’re made videos. Nobody watches them. Yeah, because you haven’t tagged anything.
Well, also too, I’m not sure if you heard Joe, but, uh. Um. Montana, I saw just banned TikTok from their state, So. Yeah, hopefully, you know, if you’re running ads on TikTok, hopefully you’re not in Montana, you know? Oh, my.
Goodness. I don’t even know how that’s going to work. But that would.
Suck if you were, like generating like, good activity there.
I think that’s I think it’s anti-American. Truthfully. I don’t think it’s very I’m not I’m not a fan of shutting down communication channels no matter what, no matter where they’re coming from. Listen, I think we’re smart enough to realize what this today. I think there’s two things we look at back in when I was younger, we looked at the news like it was just everything was a fact. Now, I think we look at the news and say, who wrote that news? It’s like, think everybody’s tuned in to that. Now, I don’t think anybody is like stupid enough just to believe anything, you know? So I think there’s.
Some pretty dumb people out there, you know, like you’re probably pretty silly if you’re not hiring service MVP for sales training and you’re hiring that that sales guru that you saw on Instagram that charges a thousand bucks for a course like there’s so people out there.
Well I’m not gonna I wouldn’t suggest I haven’t seen I haven’t seen this program so I can’t say oh.
No no no I’m talking generally like there’s just so many different like, like all the information. You’ve got to know who it’s coming from these days, for sure. Uh, especially here in, in the training side, because you can look at so many different coaches, even speakers that you might have, you know, might have a great presentation, etcetera. But it’s like, who is that person? What do they actually done? You know? Um, same thing with that information on TV. Exactly. Where’s this coming.
From? Yeah. You don’t know.
That’s true. That’s crazy. Um, okay, real quick on the options thing, where did that come from? Like, because it just makes so much sense and like, how you articulate, like, where did the option thing come from? Where did you learn that? Um, and kind of when did that start for you? Well, I had.
A guy, one of my clients, after I was going through a divorce, and I was totally in debt in 1991. And he’s like, So how’s business going, Joe? And he’s like, I’ve used you for five years now. I said, Yeah, it’s going good, Dave. He goes, It’s really going good. Because, you know, I noticed your shop has 17 trucks parked in front of it. They never move. Your trucks used to move all the time. What happened? And I said, Yeah, my employees left. I went through a divorce and the economy sucks. Dave. He goes, Well, I see the problem. It’s not the economy or your wife or the employees. It’s you. What’s that? He goes, You don’t, you don’t you’re not offering enough service. When you. You said you’re always trying to save people money on stuff you’re not offering them enough. So he showed me initial signs and there’s there’s been a lot of study on the science of pricing. It’s called tiered pricing, if you want to know the technical term. But you go Harvard University, Cal Berkeley. There’s been billions and billions of dollars studied on just how do you arrange the prices and what price points are going to be great? You know, there’s a really. A good author named Dan Ariely, who has written some really good stuff on the science of pricing as well. So I’m just taking that message and putting it to the trades. We teach everybody every time I learned it from Dave Muller, the guy who was a pharmaceutical salesperson, he basically saved my business because I was I would never it would have taken me 200 years to get out of debt that I was in in 1991.
But by 1994, I was debt free because of what he showed me. So I definitely owe him a gratitude of thanks. He died. He passed away in 2008, so I definitely had a chance to thank him many times. But between the time he started, he launched a whole new career for me. I would never have done that if it wasn’t for him to do that. Right. But truthfully, I think a lot of people do know this now. It’s kind of coming mainstream. People thought I was crazy when I tried teaching it to the trades in 2001 when I first got out there and then 2005, they started adopting it. So people start stealing a little bit of it like, you know, new flat rate uses it for their thing. Rodney Coupe And even some of the best practice groups, they were doing the Charlie Greer stuff and now they went to, Hey, let’s just try this. And it’s like, Yeah, it actually works better. So basically, you know, I think everybody’s kind of now this has become more mainstream now at this point where people would have thought, it’s crazy that a technician’s got to think of three different prices for somebody, right? But now it’s now it’s there are a lot more tools now Servicetitan has the estimate pricing bundles which can do that can facilitate the prices a lot better. The many of the programs now have the premium mid-range economy models built into it. So yeah, for sure.
Um, yeah, that’s amazing. And then, and then, um, I’m just curious, uh, where did the what should we do, where did that come from?
Well, actually, that was advice that was I did learn about the science of questioning people as well. So certain science leading questions like, Hey, do you want to get the job done would be a leading question. It doesn’t work. It sounds like you’re trying to. Hey, so so do we have a deal like it’s a car salesman saying that to you? Like, hey, so do we have a deal then? Ryan That’s kind of salesy, right? It’s pushing you into it in a way, right? Uh, one contrary questions are the opposite. So, Ryan, it sounds like you’re not not committed to getting a car for your family. It sounds like you’re not. You came here, but you’re not committed to one, which is kind of another way of doing it, kind of reversing people and getting them to to fight you on that commitment. So, Joe, it sounds like you’re not really ready for a new floor coating like you’re doing. You said you do floor coating. You said that. You said you do or no.
Yes. Well, I have service legend and then cardinal. So I have those two like a marketing company.
Cardinal, you just say if if I was selling floor coating, I would say we’re getting estimates on floor coating. We’re not sure if we want to do it or not. And I would say, well, it sounds like you’re not committed to it then, John, right? No, I’m committed.
I’m like, Well, no, you know, I’m serious about this.
Yeah, It sounds like you’re not committed to it, though, John, because we only do coating for people who are committed to the safety of their family and to make sure they get beautification of their garage and to make sure that, you know, that they create a new environment in their garage. It sounds like you’re not committed to that. No, See, that’s the contrary question, which does work if you’re trying to get people to move forward a different now, what should we do? The word what always presents a neutral question which isn’t pushy or I’m not taking it away from you like I did with that contrary question. I’m not pushing you like I am with the leading question. So the neutral question, which is the word, what is always located in that question, That’s the key word you got to focus on. So, Joe, then what what would you like me to take care of here today, then? Yeah, I’d like to go ahead and get this job done. Okay. So if I could do this, what would happen if I could get you the right price and it was affordable? What would happen then? Yeah, I’d want to get it done.
All right. So what should we do? Yeah, I’ll just get it done. So what should we do? Is like a perfect phrase. It’s trademarked by us, right? So open. It’s so open. It’s like. It’s like what? It’s like. Got all these solutions. We. What should. We should means like on a moving forward, we were working together. Do taking action like Americans like to do. Americans are not thinkers, they’re doers. So the what should we do? Question definitely fits into the culture perfectly. And and it gets people to say, yeah, let’s just get the damn. It’s the way you’re speaking in their conscience. In a way, I think it’s kind of like a subconscious question. It is perfect though, because I’ve tried to replace it with other things, but other things don’t really. Don’t ring that bell as well as this does. I’m not sure how you put it that way, but I think we all know when we hear it, like, that’s genius, you know? Yeah, whatever it is. And I think just kind of, kind of arrived at listening to kind of playing out different questions through trial and error. And it just kind of figured it out. Makes sense.
Yeah. And you give them the options and then you let them choose. So it’s like I prepared the options there for you, but you get to choose because I’m not, you know, because. Because I’m not going to control you. This is your project, right? I’m here to help. And. Kind of facilitate and I actually used it. I think I used it with my wife actually one time, and I think it was for I forget what it was, but we were talking about a couple of things, and I don’t know why I thought about you. I was like, Hey, hey, I’ll try this thing. So I asked her, Well, well, I mean, here’s kind of what we were thinking. You know what we she, you know, what should we do? And she was just like, oh, we should do this. And I’m like, Well, it’s perfect. You know, it’s.
Almost it’s almost always it’s almost always met with it’s never met with hardly ever met with a no. That’s a weird part. People don’t like to say no to your face. Really? Hardly. Because we all know it sounds so terrible when we tell somebody no to something like. Like we sound so closed and everything like that. So it just isn’t polite even to say the word no to people. So it’s like so, you know, somebody says, no, we push them, then we, we feel entitled to say no. But when you’re when you’re what should we do has a certain way of doing it. That is nice. It’s a nice way of saying, let’s move forward without telling them what to do. Like you have to. You have to We both have to do this together, right? In a way. So what should we do? This is a lot of money. I know, but it’s an investment in your family. So what should we do? So perfect. Can you. Can you lower the price? Well, I can give you my best service. So what should we do? You know? So I’ll think about it. Take all the time you want. I’ll stay right here. What should we do? Right. So those kind of things are just sort of like you’re ending it with sort of like, let’s get back to the decision. Let’s get back to business here. That’s kind of what it is, right? There’s a lot of people good at handling objections, but they forget to bring it back to that point of making that decision.
Yeah, because the objection goes like over here. And then I’m then chase it over there and I’m handling it, but like, a true professional knows how to bring it all the way back, like you’re saying, and kind of keep it going forward. Um, vertical.
Vertical movement, right? Yeah, Vertical movement. Yeah.
That’s. Yeah. It’s incredible. Yeah. I love that one, man. Um, I want to use it on my daughter. I have a five year old as well. And so when she’s not, you know, you know, when there’s a thing happening, I’m gonna try it on her, Um, and I’ll lay the options out and I’ll say, Hey, what should we do? You know?
And it’s your choice. What should we do? It’s not. Yeah, so what? So what should we do? Okay, I’ll do my homework. Whatever.
Hey, you did your homework and be successful, or you can not do it and be homeless when you get older. What should we do?
Well, you could do something more immediate. You could say if you don’t want to do your homework, that’s okay. There’s one choice would be don’t do your homework. And then I’ll just. I’ll just get rid of the TV in your room and I’ll take away your laptop and your iPad, and then we can just read a book. That’s fine. Daddy likes books. That’s okay. Now, the other way we could do it is just do the homework and then I can play video games later with you. So what should we do? Like, it’s really about creating. It’s really about creating choices, though, because what should we do? Centers around the fact that you have created choices. If you didn’t create choices or ones that ones that were good choices, either choice would be good, right? It’s good for me if you want it. Don’t want to do your homework because I’ll just have silence without hearing TVs and video games. But it’s good for you if you want to do homework because we’ll play video games together later on. That’s on. So it’s good either way for me. I get to spend time with my daughter if you do it the right way, if you don’t do it the way, get silence in my house, which is better. It’s good for me. It works for me too. Right? So that’s it.
You know, it’s like that concept of, um, you know, a really good leader, um, can, you know, has followers that don’t feel like they’re following somebody or like, you know, they’re being led unethically. Like, you know, if you can lead somebody and you can really take someone to the next level and share the vision and get them going in the, you know, like just rowing in, you know, like in the same direction. Um, but doing it without them even noticing, you know, like you’re just a really organic ethical leader and they don’t even feel like they’re quote unquote following. It’s like the same thing for the customer. It’s like, Hey, we’re going down this journey, But they don’t feel like like the way that you teach it and the way that you kind of articulate it. It’s like, I wouldn’t feel like I’m being sold, you know?
Yeah, yeah. So I think that I think true leadership, that’s why leadership and sales and service, all three, three things go together because consumers shouldn’t feel captive by something. Although let’s put it this way, I am captive by Starbucks. I’m. I’m a Starbucks. I’m a coffee snob. Let’s face it. You know, I got my man. I mean, I’m constantly drinking Starbucks every day. I’ll start every illusion. I could leave Starbucks and do something else if I want to. Like this morning I did not have Starbucks. I just got the plain white cup from my because I didn’t have time to get here and do it that way. But bottom line is that almost every other day I have my Starbucks app and everything like that. I’m willing, I’m willing, I’m willing voluntarily participating in it. Right. I think that’s leadership. Leadership means that you’re created a business that people want to follow and they want to be part of it. And whether you’re doing Internet marketing or whether you’re doing garage door coatings or whether you’re doing what I do, it’s leadership. Means that people want to follow voluntarily and it’s giving them a value. They’re getting something from it.
Right. That’s why they do it. When you’re when you’re when you’re doing leadership or forcing people to do something or leveraging, that’s why don’t really like the companies that once you sign on, you can’t get your website back unless you pay us more money to get the like, you know what I’m saying? Like, Hey, how do I get my website of my own? Well, that’s our that’s our website. So it’s not yours anymore. Got it. That’s our we don’t like we just license it to you. What? This is my company. So they kind of fake, you know, they give them the bait and switch those those kind of companies where they got they hold you hostage, I don’t think are sustainable and that nobody wants to follow that kind of a model. And, you know, that’s one of the things I hear bad about some of the softwares when you try and get out of it. I don’t think it should be something ridiculous to get out of a software. It’s a software doesn’t provide enough value. You shouldn’t have to have, you know, financial, you know, chains on somebody to keep them on something.
Yeah. The only way to keep them in is if, you know, there’s a contract, you know, and I think that goes back to and this can be one of our final points, but it really goes back to the value first kind of approach and the serving approach, because if you’re serving people and you’re providing value, you’re providing choices, and then you’re giving them the ability to to, to choose and the freedom to choose, like what you talked about with Americans, you know, we’re doers. And, you know, I just love this man. And I think it makes a lot of sense why you’re so successful and why a lot of your clients are are doing so well. You know, it makes a lot of sense. Um.
Well, it’s this way. There’s 14,000 individual users, over 14,000 individual users on our, on our app and things like that. Um, and truthfully, I have no contract. There’s zero paperwork. You join it and you keep doing it if you want to do it, if you don’t want to do it, go somewhere else. So it has to create value constantly. If don’t, don’t create value, we have we have to earn value every single day, you know, from from people, from their trust and their value type of thing. Every single day it has to happen. So what had somebody call me today and he’s like, he bought the coaching program. He got halfway into it and he’s like, You know what I realized? It’s not you. It’s my team isn’t ready. My guys are just not they’re close minded. I can’t get them to get around what you’re doing here. And I said, That’s okay. You want to put this on pause and then resume it or what would you like me to do? He goes, Yeah, I think we’re just gonna have to stop it for now.
I said, You want to stop it forever or stop it when you want to resume, when you get new employees or people, if these people open their mind, he’s like, Yeah, let’s do this. Let’s put it on pause for now. Let’s come back to this in August. I’m pretty sure by that time we have new people or we’ll go ahead and resume what we’re doing right now. So by giving the freedom to somebody normally normally people say, I want my my money, my money back. I want I want to get my money back for this right now. Because because I gave them freedom. Nobody ever asked me for that. Right. That’s an interesting thing because I feel like we provided enough value for the time we did. They realized it wasn’t us, it was them. And they’re like, Yeah. So that feels, that feels good because a lot of our people, they end up doing that. They pause it and come back to it again, not because of us, but because they don’t have the right people and things like that. Makes sense.
Yeah. Yeah, it makes a lot of sense. Um, and as we kind of come to a close here, Joe, like if you could just give us some context to everything that you guys have to offer. Like, you know, is there one on one consulting? Is it only online training? I know you have some events kind of just give us kind of the, the, the groundwork, the foundation of kind of like what you guys are offering through the year? Well, the.
Fastest way to learn what we do is in a live event, truthfully, it’s a one week event called Total Immersion. We both do office field and leadership. And we also do a thing with call by call management, too. But those are the fastest ways to get the information and get immerse yourself for that week. That’s why we call that a total immersion process, which is no longer than a week. You get four weeks of prep, one week training and then you get four weeks of coaching. And that makes a difference. Every that’s the most the most certain way to change somebody is doing that. Then we have an online portal which has all the same thing we do in the training, but it’s been expanded out into different sections and different courses and things like that, which we do two ways. We have a self-guided where people do it on their own or where our coaches test you and guide you and graduate you and things like that. So that way is probably the most popular way is the way we guide you because people feel like they need that, right? So that’s that part, that and so it’s on, it’s actually on service. Hp.com is the one we made that’s total immersion is the live training portal we go to there. But the service is the other part that we do, which is this one here and this is being changed. We have a new app that goes along with this. So even though this is the part that we have, it’s being updated this month and with over a whole new you can you can assign learners the courses and all that kind of stuff and track their progress and our coaches will assign your people things like that. So a lot of stuff going on there right now. But yeah, those are the two things we have. And then we also do in-house training as well and things like that. We have a series of coaches that work with. There. So we have 28 people working for us that that can if I start a sentence, they can finish it. That’s what that way.
Yeah, I’ve seen Danny. Well, I met him very briefly, but I was pretty impressed by your team. Um, how, uh, um. Just knowledgeable they are. A lot of times, uh, companies like yours, you’ll see. And this happens with scale, but, you know, the leadership team, the owner are really solid, but the team that is actually coaching or whatever aren’t as solid. Um, and you kind of hand off, but you guys don’t do that at all.
And so every single person who works there, this is their dream job. If I see that it may not be your dream job, I’ll just, I’ll question that. I’ll say it looks like today might not be. This may not be your dream job. You want you want you want a furlough. Take time off to think about that or truthfully, I hardly ever have to do that. I’ve only done it like once in the last five years with somebody. But truthfully, it is it’s the standard to work here is that this has to be your dream job. Like you, you would work here for free, but we’ll still pay you. That’s the way it’s got to feel for them. You know, I want I want everybody to want I want everybody to want to be here. If this is if this is actually a job, it should be should be like this should be a place you go where you have fun in a place where you’re enjoying this. That’s where I look at it like.
Yeah, love it, man. Well, listen, thank you so much for your time, Joe. Uh, you know, I’m sure everyone got a lot of value from this. If you guys are still live, it looks like there’s only one live here. But if you guys are on the replay, put in comments, hashtag value. Thank Joe for dropping some bombs for us today. Also go check out service MVP if you are an HVAC, plumbing, garage door, any other home services and you want help with your sales and you want to actually learn sales, psychology and science like what we just talked about today, go check out service MVP. Hit them up. Let us know that. Um, let them know that we sent you, uh, outside of that guys. Thank you guys so much for, uh, for tuning in. We’ll see you guys next week. And Joe have an amazing, uh oh. He said, What? Ryan, what should we do? Well, let’s see who this is real quick. We got a comment here. Oh, Schrock Ryan, what should we do? Put in comments hashtag value own would appreciate that outside of that guys have an amazing weekend and Joe thank you. Thank you Ryan see you guys.
