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the mission is to get another job for every job you [Music] welcome back to another contractor Success Academy lesson today's lesson I'm really excited to bring to you we've got Tim mush from market sharp Jim thanks for being with us you're very welcome happy to be here awesome and Tim you know you know that that I'm excited I'm wearing the market sharp t-shirt for the members that have been in the Academy for a while you know that this is one of my favorite t-shirts I think I do often I'm gonna need a couple more t-shirts from you there soon buddy all right we can help with that cool so then we're gonna talk a little bit about CRN's but for the most part I think you know sales is something that a lot of companies home-improvement businesses struggle with today we're gonna talk about the multiple sales that you need to be thinking of in your business correct that's right we're gonna be talking about the five incremental sales to an optimized lead conversion process quite a title but hopefully it'll make sense have we wind it down okay awesome and for those of you that don't really know Tim you should he's practically the guy who invented the CRM in the home-improvement space right - well yeah gosh I remember back in about 1987 I went bought a little Macintosh computer I was in the window replacement business and just tried to figure out how to make that thing help in my business learned out a program and created something that now is known as the CRM like that back then those letters weren't even put together so yeah well kind of kind of way back you're dating yourself there Tim I know cool okay well let's jump right into it Tim if you can screen share that would be great you bet all right let's get rolling here so today we're going to talk about at the heart of your business and that'll make sense as we wind the webinar down and again we're going to talk about the five incremental sales to an optimized lead conversion process then on the bottom we got an overview of technology's impact on the sales and marketing process so that's or to try to do here for next few minutes and it's kind of interesting because a lot of times in our business don't think of ourselves as making five sales during a lead conversion process we pretty much think of ourselves as making one so we want to detail what those other four sales are and what impact they have on the whole conversion process so again my name is Tim lush director business development and market arpan won't bore you with any details here but we've been doing this for a while located in Wisconsin got about told you shy of 5,000 companies that have acquired a version of our CRM system many of you listening to this broadcast are probably some of them currently have about 1,300 to 1,400 active software-as-a-service clients that use the latest version of market sharp so that's a little bit about myself so let's go ahead and dive in we're going to talk about here is this conversion and got a slide up right now that talks about conversion rate and how important that is and really when you think about that the reason we want to have this conversation is the cost of leads and I think what a lot of us are after is reducing that cost of an issued lead that we give to a salesperson and if you're not aware the latest pistol information has that cost at four hundred three dollars and one cent and quite interesting mark and I were just talking earlier today about last year this number was not that high it was in the 300s and you might wonder why with all the technology we got why in the world our lead costs still going up and they are and there's a variety of reasons for that you know we won't take the time to do that today but lead costs are expensive and I know some of you are probably thinking for her and $3 I don't spend that much to generate a lead well I want you to keep in mind what we're talking about here we're talking about an issued lead and what that means as a lead that's been generated in other words someone's raised their hand and says hey I'm interested in what you guys got and then it goes to an appointment setting process a confirmation process and then against issue into a sales person so there's a few more steps involved and issued lead rather than just a generated lease so that's why the cost is four hundred three dollars and one cent and if you want to see how that looks like in dollars and cents it's a lot so every time you give a lead slip to a salesperson you're spending this amount of money and that's a lot and here's the deal an unconverted lead is simply a cost to your business so we want to convert as many of these as we possibly can obviously but I want to turn a page on this now and I want to talk about something a little bit different and what that is I want to talk about the cost of reducing the cost I should say of a sold lead because that's really what matters just generating a lead really doesn't do anything for your business it's the ones that sell are the ones that really make the difference so if you consider a typical company may be having a 33% closing ratio on all of their issued leads which is pretty normal your cost per sale it's three times that cost per issued lead which totals twelve hundred nine dollars and three cents and if you take a look at what that looks like in dollars and cents that is really a bunch so that's why we want to really have this conversation today and talk about how we can reduce these costs so lead conversion is really important we're going to talk about conversion rate optimization so you got a whole bunch of leads going into the top of your funnel and we want to get as many going through that bottom part as we possibly can and here's an interesting stat from the folks at velocity market research they said lead conversion is determine 57 percent by lead quality and 43 percent by sales process you know and don't get hung up on those percentages whether you think that's right for your business or not so certainly depending on how you generate leads those numbers may vary a bit but I think this thing we want to grasp onto here is the fact that both of these things are important lead quality and your sales process in terms of optimizing lead conversion we want to generate the highest quality leads we can get and we want to have a sales to marketing process that helps us convert as many of those as possible so that's what we talk about here pred next few minutes mark you want to interject something here no I mean this this slides awesome like you say it's really a two-way street you can far too often I think we get you know focused on just trying to hunt a channel that's going to deliver that best best quality lead and we kind of neglect the fact that hey we've got some work to do on our end as well so I love that 57 43 percent is actually on your on your sales process as well that's cool absolutely alright so here we go let's talk about the five incrementals to an optimized lead conversion process and here they are and I'm just briefly gonna chat about these right now and then we'll go tackle each one individually then we're going to wind down with some very interesting statistical information so here they are and these are not going to be a surprise to any of you listening to the broadcast here today so when we get done with this slider you're probably gonna say man there's nothing new on this webinar we'll hang with us because I think as we wind it down you'll you'll get the gist of the point we're trying to make here so sale number one we have to make in our businesses first off generate that inquiry and there's umpteen different ways to do that naturally web strategies are a big way nowadays but we got to create that spark of interest where somebody does raise their hand and say hey I'm interested in which you guys have and that's what begins the process but it certainly doesn't end there it goes on to sale number two and what that is to take that spark of interest and convert it to an appointment this is huge and often neglected a lot of companies don't train up their people really well on this part of the process so we're gonna spend a few minutes and chat about that sale number three is you've got an appointment set now you want to convert that to a complete presentation or a complete demo because not all appointments really turn into that or a variety of reasons and there's things we can do to help maximize that sale number four this is the one we used to convert that person to a customer in other words your sales presentation and that's closing to sell either now or in the future and we should be concerned about that as well and finally wrapping up sale number five is converting that now brand new customer into a lifetime customer and a raving fan for your business that's going to tell your story for you and in many cases be a source of repeat and referral business so those are the five sales let's go ahead and dive in one by one we could do a whole session on any one of these so we're gonna do this very very quickly and fast but again the general message of what we're going to talk about here is gonna wind down to a situation we're gonna see how just getting a little better if these things we're going to talk about can have a dramatic impact on your business first off a couple stats and this really shows the point about lead conversion we're very fortunate here at Margaret sharp where we got all these people I use our software and we can dive in and grab some aggregate numbers and 2018 was a great year for market chart clients and certainly for many of you on this broadcast as well so in 2018 we generated and managed about 2.3 million leads turn into 1.2 shy 1.8 million appointments set just shy 1.5 million leads issued to salespeople which resulted in 1.2 million leads actually presented and demoed and that resulted in four hundred thirty thousand sales average sales $7,500 meaning the total aggregate business that was installed in homes was three billion two hundred fifty million dollars which is kind of crazy it kind of blows my mind when I think back to the days when I bought that computer in 1987 but what I want us to focus on here is what you're seeing on the right and here are the statistical numbers for how this has diminished as you get farther into the marketing process so you take those two point three million leads and seventy five point nine percent of them turn into appointment set 83.5 turn into leads issued eighty two point five of those turned into leads demoed and thirty four point seven of those turned into sales and that's what we want to concern ourselves with these things we can do to improve those statistics so interesting if you look at just two of these numbers here the enquiries generated and the net sales what you're dealing with here is 18.2 percent of your enquiries turn into net sales on average with these aggregate numbers that's the number we want to impact that's the number we want to improve is that 18.2% so with that said let's go ahead and dive into this and ask yourself this question is there room for any improvement here in my business so first off sale number one generating enquiries you know obviously a lot of business nowadays is coming from the internet you know and again we could spend a whole session just a heck we could spend 10 sessions just on this and talk about how we can get better at this stuff here's my advice you know to really summarize this your web strategies are so important you've got to get some help with this don't read I on a geek brother-in-law who says he can put up a website for you and you say oh great you know what do you need he says well give me some brochures you given brochures and he puts up a website that frankly might be pretty but what it is is this kind of a brochure on the web and it doesn't convert very well so get some help from some folks that know this part of the business and can get you web strategies that convert just having a website is not enough anymore you gotta have more than a website so certainly our friends that WebRunner can help out with that I'm sure mark will get in touch with you and let you guys know what they can do for your business as relates to this so web strategies huge there's other ways to generate enquiries we got something built in market sharp called smart mail Plus and I won't take time to really detail this much but the idea is you go ahead and get a job in a given area and from our CRM in a customer section you click on a little icon there and it puts all sorts of things in motion to help you generate another job in the neighborhood by using first off you know web strategies social media direct mail dynamically created web pages that have pictures of the jobs on it and all you got to do is click the mouse a couple times and this whole campaign puts in motion for you and the mission is to get another job for every job you if you haven't check this out you really should just really kind of cool how this works it really combines some old-school marketing things like Direct Mail with all sorts of new school stuff to really impact conversion rate and get you a lot more people that are raising their hand and saying yeah I just saw that job across the street and we're very interested in getting something similar done so I think plus was kind of cool I think Timothy lemon for a quick second there the that that sentence the phrase you just mentioned the idea with every job the mission of every job is to turn that into another job that's huge and that's again if we go back to the initial slide where you have the kind of all those benchmark stats of you know lead inquiry to to to appointment to demo that sort of thing these are all great benchmarks but ultimately the key is and I guess you're going to get into this that v se it's getting one job turn into another job and the the benefits of these I think you called the compounding effect of the microgames right I've heard you you know that exactly right yeah that's awesome yeah it's kind of cool how it does do that we'll wrap that as the webinar wraps up we'll we'll go ahead and talk about that because that's really the gist of what we're talking about here today mmm-hmm so other things you can do to help your web strategies is use chat on your website you know I know mark can help you with this but when you think about it when consumers are out there digging around in a website you only want things like a phone number they want things possibly some of them want a form to fill out but there's many people who aren't ready to make that call they're not ready to go ahead and fill out a form but they are curious and they might be ready to go ahead and send you a note or a question in a chat window because it's really not intimidating to them so if you're not using this on your website you really need to get some chat things going on in your website and you will capture people at that point and move them down the pipeline so to speak just so let's go on to fail number two go ahead mark quit yeah a quick quick note on the chat you know we hear a lot of objections from people because they think that that's gonna require a lot of resources and time and now I think Tim just on that slide that was a text chat I think the the technology there and so you've got services that can handle chats on your behalf you've got you know automated sort of messenger BOTS that can that can you know you can pre field kind of these scenarios that can kind of walk people through and-and-and-and prequalify rather the actual leads so there's no excuse not to be leveraging chat of course in an ideal world you've got people who can jump in and respond to a chat right away but I mean there's so many options in that there's no excuse not to have it absolutely totally agree all right so we got a lead generator right somebody raised their hand said interested then we got to convert it to an appointment so you really need to take responsibility for this part of the process because frankly this is an area where many leads that we spend money to generate just fall through the cracks so here's a question I want to take that word responsibility break in half and ask you this question do you have response - ability mean do you have what it takes to respond to these leads in the proper way to convert as many as possible to a Sun appointment and here we're going to talk about two things speed and skill and I'm gonna go through this quickly because this probably is stuff that you guys already know and what we're referring to here is especially with web leads when you get a web lead if you do not respond to that like now I like immediately you are really missing out because when people are on the web and they fill out a form or or something like that that's when they're most interested in what you got not an hour from now not a day from now a week from now or a month from now so you've got to get them while they're hot if you look at some of these statistical information numbers here this was as a result of a survey of of about 15,000 web leads done by Ohio State University look at some of this 78% of prospects convert with the first party to make contact so if somebody's online digging around chances are they might find you and you might find a competitor so if they do and if 78% of them convert with the first party to make contact you don't want to be second or third or fourth Lumbee first responding to leads in the first minute can improve conversion by as much as three hundred ninety one percent we could go on and on what these stats I think we all know this you got to get to them like right now and you might want to get this web address down here you're on the if you're under broadcast now just jot this down because this is recent information called speed to lead and this particular company tracked the response times from 466 home services companies over five days and you won't believe what they discovered and if you will read this free report all of a sudden you're gonna ask yourself the question hmm are we doing the best job we possibly can with getting to these leads the way we need to from a speed standpoint so my advice get this report have it talk to you and hopefully you'll go oh my gosh maybe we can get a little better here so our friends that keyword connects many of you probably know those folks they generate leads and you know name a call center that converts them to appointments they got some information in our industry which is interesting inquiry comes in in minute one when they called back a web form submission in minute 128 percent successful and saying appointment with that homeowner than they were in minute to in minute to fifteen percent more likely than the minute three and four and summarizing and a bottom forty eight percent more likely to sign an appointment by calling a homeowner back in the first minute and you are two minutes later again much less than an hour later or a day later when things drop off the face of the earth in terms of response so you got to get a handle on this speed is critical and here's what can happen technology is a great thing so now you got a webpage got a forum on there like you're seeing over here someone fills it out bang it could go right into your CRM and then your CRM can trigger all sorts of things text messages emails to your staff saying bbbb-but we got a lead got to get to them right now you know and you do your thing then at the same time this particular person is started into a lead nurturing campaign so you're communicating with them by email maybe text messages automatically so it's really a great thing how technology can help you accomplish this because if you had to gather this web lead manually and then get to it you're not gonna get there within that first minute so let technology aid you in this kind of stuff let's go on to skill here's a big deal so you got that inquiry right somebody raises their hand time to set an appointment you get to them quickly typically that's phone call many times it's an inbound outbound phone call where you're converting whatever type of lead you get to an appointment and too many companies just wing it here see what you have to sell right now is not your product you have to sell what I call the value of the visit and that is a whole different deal than selling your product and if you don't script your people to know exactly what to say to sell that value of the visit you're gonna drop a whole bunch right here and that's not good cuz the kind of things that come up right now is well yeah I'm kind of interested but how much are these windows gonna cost me or whatever the product happens to be and if you don't know how to handle that you're gonna miss out some stuff so get your staff trained up get them scripting so they know how to deal with this stuff you know over here in market sharp for those of you haven't we got all sorts of scripting built in there well yeah what to say of this particular action comes up so you really can convert as many of these to increase expensive enquiries as possible to set appointments huge don't wing it with this really important part of your sales conversion process all right sale number three number three now you got an appointment set right okay let's convert that to a complete presentation because sometimes you'll set an appointment and things will happen where it'll cancel or maybe you'll get there and both buying parties may not be there which makes it not ideal for you and things such as that so what we want to do is what I don't like to call lead warming and no really we're not talking about a particular hairdryer and our prospect here but we are talking about is communicating with them in a manner where their anxiety levels go down and their first impressions about your company go way up like a letter with a sales person confirming appointment date with a picture of the sales person on it or an email that just goes out or a text message or maybe a consumer guy gets sent to them by email as a PDF that gives them advice of how to select contractors and then your sales presentation which is next in line you're just gonna do what that particular guide suggested they should look for so those are things that can improve your demo rate and frankly it can improve your closing rate because it really does set a great first impression for your company you know I just got I think it came from one of the industry publications yesterday about where our industry falls in terms of consumer complaints and what people think of us yes what well yeah we're number two number two and that's not a good thing number two is not a good thing auto sales is the only one above us in terms of consumer complaints so here's the good news about that doing things like this can separate yourself from your competition in ways that gives people confidence about your company so little things like this again technology makes this so easy yeah Tim just failed number four yeah quickly quickly Tim on that point I mean I'm seeing nice emails with links and pictures and that kind of thing video 2 is another huge thing and you know the idea here is to you know humanize the brand and give people a feel or almost a taste of what to expect when you get there in the guards are down they feel like they know you already you've already built you know rapport it's it's you got to be leveraging video absolutely you're right so maybe that email text goes out has a link to a video on things such as that so you know that's you know that is that is very true mark alright here's the one we're used to convert that now appointment into a customer in other words you get a chance to make a complete presentation are you equipped to convert that to a customer either now or in the future so just a couple thoughts here as far as now sales keep training your salespeople don't think that ever ends a lot of great sales training resources in our industry take advantage and get your people trained up of how to deal with consumers gives me how to deal with today's consumer there's probably a different consumer than it was 10 20 years ago so make sure you never give up on sales training if you're not leveraging financing options you're missing out so get yourself hooked up with a great finance partner and my advice to you is every time you present a price you present that price in a manner where it includes a financing option because if you don't do that and you just think you're going to use financing and have it in your back pocket if you if if if they make a comment that makes you think they need it you're gonna find a lot of people will never tell you that paying for it is really the issue they just won't they don't tell you things like well we're gonna think about it you know their estimates well the real objection is they don't have the money to pay for a darn thing and if you will present them a price that includes a price what they want to pay cash obviously but includes financing options yeah you're gonna get a whole bunch more sales that you normally wouldn't get so present financing options every time you deliver a price another thing you should leverage if you're not is remodeling magazines cost versus value study this is a great tool to help price condition people before you deliver a price because not many people know what these improvements it's costs and frankly a lot of them are stunned when you deliver a price so the cost versus value study in most cases will set the stage for you to deliver a price that makes you to the consumer makes you certainly legit you know and I got a summary here of the cost versus value study if you're interested in this just just get me an email at Tim and market sharp comm and I'll send this to you but I love this you don't have to dig through the whole study it just summarizes various product categories in terms of how much they typically cost for example here's an entry door replacement you know what the improvement value is in a home what they cost on average and things such as that and if you just let people look through this while you're calculating a price all of a sudden they're conditioned and in many cases you got to make sure this before you use this in many cases your price is going to come in certainly in line with these prices and maybe a little bit less don't make it half these prices that they're gonna wonder about you so make sure you've got this in alignment with what your pricing is so those are some things you can do to improve your now sales but I want to talk now about future buyers and in doing so here's the deal will generate 10 leads for your sales staff here and spend $400 each so you go spend 4 grand right send your salespeople out here's what they'll come back with 3 sales it's about average some companies a little more some companies a little less but with averages 7 don't buy right away they're gonna tell your sales people that thinking about it you know their estimates will let you know and all that but here's the deal these 7 a certain amount of them are gonna buy in fact research that we've done has found that 60% of these unsold leads that don't buy right away will end up buying a similar project from somebody within a year and if you do that math that's 4.2 more sales are available in those original 10 leads heck you only got 3 originally so there's more available down the road if you will just stick with these folks and in doing so what we're talking about is lead nurturing you got to go and hang with these people that didn't buy right away and give them reasons to reconsider so when the timing does get right they get that three turn check back or whatever it takes you're there with the marketing message you know you can do that through automated email text messaging phone contact social media Direct Mail all sorts of things just stay in touch with these folks and you're gonna get a ton of business down the road you know what that looks like is what you're seeing on screen oh just little touches I suggest you touch these people 10-15 times within the next year don't call them ten or fifteen times though they'll hate you but if you do an email or here text message there and maybe a price increase notice postcard followed with a quick phone call and you just kind of hang in there with them and giving them reason to not forget you again when that tax return check comes back you're gonna be in a good position to have them remember that you're there accompany ton of business to be gotten there okay say on number five winding down convert that now customer into a raving fan and here we all know how important this is your online reputation online reviews and all that here's the deal I think there's three steps to maximize your online reputation and really leverage this and the first step is first off you got to earn it you got do a great job I'm sure many of you do so earn this this reputation that you want to broadcast to the world by doing this wonderful job giving them a remarkable experience in the literal sense of the word okay see what that means is remarkable means they can't help but make remarks about you and that's what you want so do some things in their experience that go probably beyond your product maybe it's the service you provide or something else you do where they go oh my gosh that was a truly great experience and I want to tell the world about it so once you get it to that point then what you got to do is you got to acquire this feedback from your clients you know things like Google Facebook Yelp all those places and others you know homeadvisor and all those get these great comments up on the internet so people can check you out because a lot of people want to but here's what don't work what doesn't work is when a customer says oh gosh you did a great job for us thanks so much and you say oh that's great to hear would you mind putting up an online review for us cuz yours what they'll say they'll say sure but here's what they'll do nothing because in many cases they don't know how to do this so you've got to make it really easy for them to tell their story about you online that could be an email with a link to how to do this and go directly to some of these review sites and make it easy for them so you got to acquire all these great reviews about your company and then once you do don't just let them sit there hidden on the internet you got to showcase them make sure in all of your communications you give them direct access to get this feedback from people just like them I thought you were great okay so that is huge I think there's a metric we should concern ourselves with you know and let me just back up here far as acquiring music reviews you got to enable them to put them up very easy and then share it with the world but the metric you want to concern yourself with is when I now call pre up PR EA and that stands for a positive review efficiency average and here's the deal it's quick math positive reviews acquired / completed jobs and I think your goal should be 60% 60% of your completed jobs you know have a goal to do everything you can to get 60% of those to put up a positive online review for you if you will do that that's gonna work 24/7 for you and get you a lot of business so client feedback essential there's some partners out there of ours people in our industry that can help you with us guild quality they do a great job listen 360 you know certainly there's others that can help you with this so if it's not something you're equipped to do line up with these kind of organizations and they'll help you do all this stuff get this ball rolling get these online reviews come on your way so just so important let's line down with knowing your numbers I love this quote half the money I spent in advertising is wasted the trouble is I don't know what happened that's John Wanamaker gosh probably around the turn of the century for many businesses this hasn't changed you don't have a way to know what's going on in your business number wise you're shooting in the dark so a great lesson from our friends at UPS they drove 2.5 billion miles last year company said research found doing one thing saved them driving 28 million miles in three mailing gallons of fuel and here's what they did they wrote their drivers to almost never turn left cuz it's inefficient now who would have ever thought that unless some geek there kind of crunched some numbers and determined yeah if we're turning left we got a bunch of oncoming traffic coming our way and we're sitting there idling costing us money so great lesson for us so here's the question do you have any left turns in your business as a relates to what we discussed here today could you get a little better at any one of these five things we talked about and my guest says you probably can and having numbers available in your business like you're seeing here for example over here tell me how many enquiries you're getting how many your turn into appointment how many turn it into confirmed and issued and sold so you can really spot things that might be a problem this is huge to really make you be the best you can be so this particular metric net sales per lead issued is just a great number to know in your business either from a lead source standpoint or a salesperson standpoint that every time you give a lead with that lead source or with that salesperson it turns into this amount of net revenue for your company great number to know remember this how we started talked about the aggregate numbers of Roger Sharpe 2.3 million leads bottom line 2.3 billion dollars in installed improvements then we had these numbers on the right that showed the diminishing effect of what happens here okay here's the thing let's go ahead and turn this into a typical company not the aggregate numbers of all market sharp users so what we did is we divided a lot by the number of users and here's the average 2018 2300 leads were generated resulting in three million one hundred eighty six thousand dollars so here's the thing and hopefully this is what this particular session is all about if you will commit to just a 10% improvement in the conversion process of the things we discussed here today look what happens just get 10% better and what that means is if your closing rate is 30% your new closing rate is 33% could you do some things to make that small incremental improvement happen I think so I think 10% improvement in every one of these areas is absolutely achievable but look what happens here your revenue doesn't grow by 10% amazingly it grows by 62.3% by just getting 10% better and every one of these five things it's like a modern miracle in a compound as Mark mentioned earlier so that is the great news that nobody in your business has to get a lot better at their job just everybody has to get a little better so encourage your staff to do that so today's message really quite simple be a 10 percent IRR you know commit to all the people and staff and your business whatever their job is whether it's lead gen or whether it's appointment setting or closing sales and things such as that encourage each other and challenge each other let's get 10% better at what we do and watch how our business can grow that's huge so here's something here's a tool that's going to be available in a resource section of the contractor Success Academy portal and hopefully this will stimulate your thinking if you can see it over on the right the circle of success would lead gen and what we've done is we put those five elements there generating enquiries converting to appointment and confirm to a demo convert to a sale and convert to a lifetime customer and if you notice when we blow this up every one of those sections has a scale of 1 to 5 there so my suggestion is to think about your business how good you think you are at every one of these and where you might need some help and go ahead and rank yourself on that scale of one to five and once you do that here's what I want you to notice what you don't want to see is what you're seeing on the left there you're seeing a line that kind of goes jagged this way jagged that way and you know maybe you're good at one thing and the next thing you're horrible at and it just is totally out of alignment it's like putting a square wheel on a vehicle of some sort what you do want obviously is what you're seeing on the right make that circle perfect and do everything you can to get as good as you possibly can at each one of these processes that are in the sales and marketing process that you do on a day-in and day-out basis so how to put all this together you know ing to our friend Michael Gerber best-selling author to even a series of books he summarizes is as good as anybody in order for any business to succeed I must first become a system so this business functions exactly the same way every time right down to the very last detail in other words not winging it following processes following system and we think it's no longer an option to have a CRM in your business but I added two more letters out in front of CRM for a particular purpose here to try to try to drive home a point CRM is software called customer relationship management there's umpteen different choices for you to have but what you really need in this business is what we call an industry specific CRM one that's made for the way this business works so just grab a one off the shelf and trying to make it work for your business is not easy trust me many of you probably found that out so we created one from the ground up for this business an app for that we call a market sharp it helps you turn data into dollars it helps you work with four areas of your business over here admin marketing sales production summarizes really what it is helps you do the right things but the key word there is consistently and we like to call market sharp of business in a box because it has about 340 built in success elements ready to use for our business whether remarketing campaigns you know email templates texting templates reports forums all that kind of stuff you just plug in and go you have that systemized business like Michael Gerber described here's the best part you know what we've done is spent the last number of years integrated with some of the best tools in the industry you know certainly mark we have your company web runner there and we've got a lot of tools that many of you use and it just kind of works seamlessly with the core of your business or the heart of your business as I started off this webinar as you can see we got a heart here that's kind of beating and pulsating and that's your data and that's your CRM so with that let me just end with this particular thought I was at a conference a number of years ago and different business back then I was doing social I was at a conference where the best in the company were there and I wanted their secrets I took one guy's side it's a gym what can you tell me to help me make my business look like yours when I come back here next year and here's what he told me so Tim think about what got your business to where it's at right now he looked right at me he said and ask yourself this question to continue doing what you've already done and as you can see in the bottom what he said next he said you're gonna get what you always got you know and frankly I wanted to slug him because I wanted some magic thing like a direct mail piece or something like that he didn't tell me that he says think about what you're doing if you're happy with the results stick with it but if you want to go to the next level you don't kind of step things up a bit and you know didn't make me happy back then when he told me this but guess what it's decades later now and I'm still telling everybody I can about this because what I find nowadays if you do what you've always done in this business you're not gonna get what you always got in the past you're gonna get less than that because you got competitive forces that are kind of beating you to the punch so with that mark I can go back to you and well we can handle any thoughts or questions you got let me go ahead and stop my share here and if you got anything you want to chat about we can do that before we bind down yeah Tim I mean you've covered a lot of ground this lesson has been very very actionable for me personally I think just the mindset of approaching each sale individually is just revolutionary I think a lot of people like you say focus on that one sale they think it's lead to clothes lead to clothes and that's what we got optimized but when you break it down further and you look at it as individual sales it becomes easier to kind of identify where you might be struggling and that PDF you've put together for us and and so generously shared in the Academy I think people need to do that exercise and and maybe have the team internally kind of do it on their own to see where everyone thinks they stack up that might be an interesting exercise but ultimately just you know measure you know the saying you can't improve what you don't measure that's that's so key here and that's really what it comes down to it's you're not trying to play bullseye with this thing where you're getting the darts all in the middle you want that full circle and to approach each you know aspect individually each of those five sales individual you'll see it's actually not that hard to improve your ability to close a sale when you focus on your presentation and the way you deliver the proposal and follow-up and all that kind of stuff setting the appointments with the scripting I love that like you said far too many people wing it so I think that for me that's the big takeaway here it's treat each sale totally individually track and measure you've shared so many good benchmarks with us just the data that you're able to share I think a lot of people should print out that slide take a screenshot print it put it up on the wall and it just reminds you what you need to be you know keeping score of and things so Tim I want to thank you for everything you've shared in this lesson this has been great you brought up the e-myth by Michael Gerber and we got that right here there's actually a version specifically for contractors I don't you guys can see that there but great book highly recommended among many others but Tim I want to thank you again for your time today this was an awesome lesson and all the Academy members are gonna be better for taking the time to watch this lesson thank you you're very welcome Marc appreciate the opportunity and then you know I love your company and what you're doing for the industry is providing this kind of education so thanks so much awesome Tim thank you take care you