Ways to increase sales revenue for IT

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how can we raise the rpm the revenue per move or the average move how can we raise that and i remember sitting down and saying okay look we are doing everything we can to book as many moves as we can we have all the marketing the sales process is strong what do we need to do well let's how can we make more money per move we could add the value to our customers we can look at our rates we can increase the attempts that we're making to you know upsell additional services we can you know really make a big impact on how much money that we're able to make with the same amount of moves you know if you're at 800 and you go to 900 right times the amount of moves you do or maybe you're at 1500 and you're able to go to 1800 whatever your average move is i'm pretty sure by the time we get through this you'll have some ways that you can go and increase that it's important as we're coming out of season that the uh you know the volume might naturally decrease right it just happens it's one of those things where uh you know for years i i was trying to overcome that to where there was no difference in the winter right so you might be able to supplement the work you do with some other type of work but traditionally the household goods moving space is going to dip when you come out of summer usually moving season ends about september 15th so with less moves right i remember sitting down and saying okay look we're doing everything we can to book as many moves as we can we have all the marketing the sales process is strong what do we need to do well let's how can we make more money per move right if we only have a limited amount of moves right whatever it is you could still be doing three 400 moves a month but it's still a limited amount how can you make more per move and i think what happens is we start to think that that only is we can only do that by raising our rates right and there's really more that we could do and and you know if we could add the value to our customers we could look at our rates we could increase the attempts that we're making to you know upsell additional services we can you know really make a big impact on how much money that we're able to make with the same amount of moves right at the end of the day you want to be doing that all the time anyways that became a common theme for me and my company which is how can we raise the rpm the revenue per move or the average move how can we raise that right because you know if you're at 800 and you go to 900 right times the amount of moves you do or maybe you're 1500 and you're able to go to 1800 whatever your average move is i'm pretty sure by the time we get through this you'll have some ways that you can go and increase that all right so the first uh section here first thing we want to look at is increase value right increase value the first thing you want to do anytime you want to get make more money how could i provide more value right so how could you provide more value to your customers right so this isn't about just increasing rates it's like what else can we do that they're in need of that they'd be willing to pay and a lot of times i think people fear providing any additional services because they think maybe their customers only have a limited amount of you know funds or a limited amount of money and they want to be willing to pay for extra stuff but they are right they need certain things you could provide certain things you just need to make sure they know about this stuff and they see it as additional value from you and your company so first thing is packing right packing you know i know that's obvious i know it seems you know simple and basic however are you making a push to sell packing on every single move right whether it's you know just um you know the essentials you know the breakables or full pack right so you know that was kind of um you know the different packages that we had right which you know helps break it down for customers because they don't know what they need when it comes to packing right so if they need a full pack everybody gets that everybody understands that right but you could offer a breakables packing package right where we just come in and we handle you know the china we handle you know um you know anything that's that's delicate anything that's that's you know the breakables right the stuff that like if they pack it themselves they're gonna break then you can do the essentials where you're also doing like their pictures and things like that so you could decide what's in those packages so definitely write down essentials breakables and full pack and decide for you right because it's different for everybody what's included in each of those packages and so in other words the idea is not to package each one as a price but to make the decision-making process easier for the customer so they don't feel so overwhelmed right it's like hey we could just kind of come in and do the essentials we could do the essentials package we can come in and just take care of your breakables the stuff that you know requires a little extra skill and professionalism to pack or we could do the full pack right then you've got boxes right selling boxes to the customer ahead of time where they come to your office they pick them up you deliver them you uh send them directly to their house right i had a client tell me they started you know shipping uh a great idea genius idea actually shipping uh directly from amazon to customers houses right for boxes like they took the order and then shipped the boxes from amazon super easy that's extra money that you can get plus having that on the job as well this you could also sell on the job not only ahead of time unpacking right unpacking services so you know we we tend to think the move is done it's over and we move on and you know maybe the customer doesn't want unpacking up front but you could offer unpacking services on the day of the move and to where you could either do it that day or come back and do it but at least you want to plant the seed in their mind that you offer these unpacking services to where you'll come in unpack everything place it where it needs to go haul away all the boxes okay at the end of moving day they're exhausted they're like no i you know i don't know we'll let you know but the next day right when they're feeling beat up from that move and they don't want to do all this unpacking right why not send one or two people out to do the unpacking and collect additional money on that move all right it's again you're providing additional value where you can charge extra money for that value mattress bags so you know that's um you know you go out you move mattresses every day right well what are you putting those mattresses in are you shrink wrapping them or are you putting them in mattress bags that's an easy sell right you just like start talking about the cleanliness of their mattress all of a sudden the words bed bugs come out of your mouth and they're like yeah what do you got right you got what do you got that you could put on these uh on these mattresses so again that could be sold at the time of the reservation but that could be sold on the day of the move as well okay so sometimes they're not thinking about it at the time of the reservation but mattress bags are a huge huge you know listen it could add an extra you know 20 to 50 bucks a job depending on how many bedrooms they have in the house right cleaning whether you want to do a full-on cleaning or a light clean right and a light clean could literally mean they sweep up and vacuum okay you could easily charge an extra you know hundred to two hundred dollars based on you know whether you're doing that um you know just at the pickup or at delivery and then you could do a real full-on clean as well that you know maybe you can get the crews to do or maybe you send a cleaning crew in there after the fact to do a real thorough cleaning where they you know the toilets the countertops you know thorough deep cleaning like a cleaning crew would do but easily easily you can add uh clean up with the broom uh vacuum right keep them in the truck and that's an extra you know 100 a job easy all right mounting you know for years i didn't want to be bothered with any mounting or or dismounting but now flat screen tvs are so common you know it's like who like who doesn't have a flat screen tv right everybody's got a flat screen tv for the most part so if you have one person okay you not even have to train all your movers you have one person that can go out there and mount for them right they make kits the kits are super easy to do you drill one hole you drill another hole you put the kit in you run the wires they level it they put it up that's something that they're most likely going to pay somebody else to do as well if you have a someone on the crew especially like if you have to send somebody out okay you know it might not be you'll still could get 200 bucks you know maybe even 300 bucks per mount however if you could do it while you're on the job okay that's just extra money per move all right all you need to do is train your guys on how to do it it's not that hard and then storage right always have storage paper work on every job you never know when you get to the house if there's any items that the customer's like you know what this doesn't really look good here this doesn't fit the way that i thought it would fit but i don't want to get rid of it right if the movers are there and prepared with storage paperwork and inventory sheets and inventory stickers to go ahead and take that stuff back to storage listen we would take a whole home of storage or we would take one piece of furniture right i can't tell you how many times like a couch or random stuff chairs dressers they didn't want that or they brought it there and you know they thought it was going to fit into space sure we'll store it for you right and they paid to keep it in storage until they figured out what they wanted to do with it which a lot of times was keep it in storage and keep paying us right so this is increasing value all right so you want to increase value because when you increase value you have additional things that you could charge for go ahead and in the comments this is your community here right this is your moving mastery community what are some other ways that you can increase value right if you've got some additional ones put them in the comments down below share them with your community let's talk about this here because you know what at the end of the day this is you know everybody here needs to be making additional money per move so even if you're sharing something with your direct competitor which what i found is you know within the moving mastery community that word kind of goes away you know it's just it's nice to have that friendship in your community but even if you are this isn't about gaining a competitive advantage over somebody it's like you've already got the move booked how can you make more money on that move right so increase value is the first way the second way increase rates right plain and simple increase your rates and i think a lot of people are scared to do this and the people that do see i mean you know i was here with a mastermind group um i don't know losing it 10 days ago or a week ago whenever it was and um you know one of them i had worked with as a as a private client for for quite a while and uh i remember in a conversation with uh him and his wife i said you know you need to raise your rates and he literally got up walked out of the the zoom call and i was like where'd he go she's like he went to raise the rates right he did that two more times since then their rates are higher than they've ever been and they're still booking jobs i don't know the exact amount uh off the top of my head that that equated to but it's a lot of extra money from them because i know the first time you raised it by like ten dollars an hour then another ten so first one is increase your hourly rate right local moves increase your hourly rate don't be afraid to do that like even if it's even if we're coming out of season what a lot of people think is that when it slows down you have to lower your rates in order to book moves but what you need to look at before you ever ever ever lower your rates is is our booking percentage going low right in other words what happens as we come out of season you have less leads right so if you have less leads of course you're going to book less moves but if you're still you know let's say you're booking it you know 30 percent right 100 jobs come in you book 30. well if you know 200 200 leads came in you book 60 right and then it slows down and 100 leads come in now you're only booking 30 you're in a panic you're like oh my god we're only booking you know 30 jobs we need to lower the rates but you're still booking at the same percentage you just have less leads right so don't be quick to lower your rates and really raise your rates right you've got to try you've got to get out of that comfort zone you just treat it like a hot stove where all right we lowered the rates i'm going to put my hand on this stove and see uh you know if it starts to get too hot i need to take my hand off before it takes all my skin off there right so the point is don't just raise the rates and then not pay attention to what's going on you've got to like pay attention to your booking percentages to see if it makes any difference but don't be afraid to raise your rates same thing with long distance right your tariff rates everything you charge for in your tariff raise that as well travel trip and truck fees so whether you charge a travel fee whether you charge a trip fee or a truck fee typically you know someone would charge one of these um you know for us we charged travel time we started the time when we got to customers house stopped the time when the last items off the truck and then in a local metro vicinity we charged one hour for travel to compensate the men for their drive to and from the job that's how it was explained to the customer um but you know maybe you charge a trip charge or a truck charge well what is that trip charge in shock charge you know some people are like we charge 40 45 trip charge okay so what's the difference if it's a 65 trip charge do you think you're going to not book the move from a 45 trip charge to a 65 trip charge or truck fee right or your travel time maybe you only charge half uh half the time in travel instead of the full hour in travel right like maybe instead of your full hourly rate you charge half your hourly rate can you raise the rates here right so this is to get you thinking about where you you might say louis we're selling boxes we're selling on packing cleaning boxes all of that we're doing all that all well can you raise any of these rates right so you're really looking for where you can increase your revenue per move fuel you know uh when i started i you know based on just kind of picking rates and seeing what people did i had no idea what i was doing when i started my business right and i was charging a 10 fuel surcharge and then i'm like you know what i looked at the math and i'm like i'm going to change it to 12 i forget exactly at the time i want to say you know at least i knew uh on a hundred thousand what was it it was a hundred thousand i just don't wanna yeah so my thought process i forget what it was for every hundred thousand that we did that's an extra two thousand bucks right later i raised it from 12 to 18 because there was no kind of pushback from when i went from 10 to 12. i'm like you know what i'm gonna go from 12 to 18. no pushback you can imagine what that did to the average move right the revenue per move so if you don't charge for fuel you could charge for fuel now of course when it comes to your rates it's all about how they come together as a complete package right it's all about how you present all of that to the customer so you know for us it was you know for local long distance was long distance but for local you know uh here's our hourly rate we start the time at your door stop when we're done at an hour for travel and then there's a standard transportation fuel surcharge as well and that showed on their estimate when we sent it to them and that's how it was presented so you just got to look at this and say how can we piece this together to where we can increase it so you know your baseline here is your whatever your average move is now whatever your revenue per move is now is your baseline and then you're looking at it and saying can we raise it by 50 bucks can we raise it by 100 can we raise it by 150 and chances are with all of this you can okay packing you know i did the same thing um you know our 1.5 box so we charge per box for packing right meaning if it was an hourly rated move and let's say we were doing it all on the same day a lot of times the pack job was the day before but let's say it was all in the same day we'd say we're going to send you out you know the crew they're going to come they're going to pack everything for you we charge for packing by the box this way we could take our time we could pack everything you know with care and you don't feel like we're you know dragging our feet taking our time and we build in the labor and material into the cost of the box so for example a 1.5 box a book box was nine dollars right then i was like you know what let's make it 11 and across the board everything went up like that so you know whatever you charge for packing can you increase that by a dollar two dollars three whatever it might be where can you increase for packing storage for years i charged 45 a vault okay 45 a vault for years and the storage price when we were quoting never really seemed to make a difference to the customer for some reason like even though they were uh paying that over the you know month after month when i raised the price it didn't really make an impact at all and we still booked the same amount because we offered one month free storage or when we were moving into a new facility and it was you know there's a ton of extra space i'd offered two months free storage but i went from 45 dollars per vault to 65 dollars per volt that's 20 dollars per volt difference with the average customer having six volts so what is that uh 120 dollars per customer per month extra right per customer per month extra so maybe you don't go uh actually i'm sorry i actually we did do a short term very short we went to 55 of all from the 45 to the 55 for a very short period of time and then went to 65 and stayed at 65. so make that jump make that leap and you could always um you know don't do it to customers that just moved in but if people have been in your storage for you know quite a while it's common to send out a notice to say that you know rents are going up right and valuation so if you're already charged if you're already uh charging for valuation additional valuation so it's not insurance but basically saying hey we're gonna collect this much extra you know you know we're gonna collect an extra six seven hundred dollars from you and we're gonna cover the entire shipment instead of just giving you 60 cents per pound right and the only reason i don't have valuation over here is increased value because it you know it is an increase of value is because i wouldn't say rush out and start selling additional valuation if you don't already because there's a lot that needs to go into that first like you have to have really good claims tracking you've got to know your numbers to the t to know okay if we do this right here's what we're you know here's what we're paying out right you can't just assume we're going to charge extra for the valuation make that extra money and it's all good there is a lot of people do make a lot of money selling additional valuation i never did it because i didn't really want to be bothered with it um but i know a lot of people that are making money but you've got to have your numbers dialed in so you know exactly where your claims are coming from how much you're paying out but the only reason i would say is that there are people now that either pay out fully for everything that they damage without collecting any money for valuation or are charging for valuation and still paying out everything fully but you could raise your prices on what you actually charge for for the valuation okay so we've got increased value increase rates third one is increase attempts all right so you know when do we offer this stuff right we've got all this additional things that you know we could offer to increase the value right we can increase our rates but we need to increase the attempts of selling and upselling this additional value right so where do you do that well first rate on the reservation rate when you book the move you go ahead and you ask about all this stuff as well once the move is booked right don't flood the customer with all this by the way i know you're just calling for prices but we could charge for this we could do this we could do this we could do this we could do this and giving them all these extra costs book the move because that's the most important thing right you don't want to sacrifice the move for the sake of you know trying to increase the revenue per move so book the move once the move is booked then you could let them know about all these additional services as well okay seven day packing checkup call so this was something that we implemented as part of that question of the ongoing theme in the company of like how can we increase the revenue per move right how can we increase the revenue per move and we started doing a seven day packing checkup call because we had customers we were offering packing at the time of the reservation right but what do most customers say no no we're gonna take care of that ourselves right we're gonna take care of that ourselves well what happens is you know they get about seven days they're like okay we're a week away something about a week right once you get a week or two weeks the numbers register like right now we're you know uh two weeks and a few days from moving sales academy but once it's like i'm sorry moving mastery summit but once we get to two weeks the number just registers different right once we get to a week it registers different i'm like oh man it's like this is a week away right we to make this happen so when they're seven days away from their move and you call and ask them just calling to see how things are going just want to see how your packing's coming along if everything's getting prepared and if they're in a place which a lot of people are where they're like got a million things to do they had planned on doing the packing themselves right so yeah we'll do the packing but now maybe they started the packing or maybe they haven't even gotten to the packing yet and they're a week out and they're like you know what yet can you tell me about packing again i know you told me about it on the reservation but can you can you talk to me about that now are you guys do you have somebody that could come out here still between now and then and pack us right seven day packing checkup call huge if you're not doing that now start doing that okay number one it's great customer service right because the call essentially is not a sales call right this the call is you know we're just calling to see how things are going i know you're a week away just we're ready just want to see how you're how you're coming along how your preparations are going you know how's the packing coming along oh great we're packing everything up awesome all right well my dispatcher's gonna call you two days before the move and we'll confirm everything again then we just wanted to check on you right like you're not if they say the packing's going fine right you're not like trying to push packing on them and close a deal you're basically there to offer additional value uh in that seven day period all right then you've got the two day confirmation call right so hopefully you're doing a confirmation call one or two days before the move uh where you know for us that was a scripted confirmation call where we made sure that we hit on certain points and in this confirmation call we were asking them um pretty much you know all of that i wasn't doing any mounting i would do that today but the packing the boxes uh mattress bag storage you know are you gonna need any packing at all right are you gonna need to bring anything back in storage because if there's just a few items that you need to be uh held for a little while we could definitely do that for you and we were confirming the move right like not just saying you know we're gonna be there but going through all the notes making sure that the dispatcher had an opportunity to where even if the salesperson did a terrible job putting notes in the system and booking and communicating with the customer this is when you could save that this is when you could turn that you know that mess of a job back into a good job right and for me there were times when we had like an assistant dispatcher make the calls but i really like to have the dispatcher themselves make the call the person that's going to be in charge of coordinating and sending out the crews so that they could hear the customers unique moving needs to find out like what what the deal is and how we could service them the best and which crew would you know be the best based on what they're saying definitely and and it's a great opportunity for upsells as well on the move right once you get to the move customers aren't packed they're trying to put stuff in garbage bags right they're trying to like get things going and it's a great opportunity to sell packing they don't want you to packing they don't want to pay for the packing no problem sell them some boxes because we're not bringing the garbage bags on the truck right like that's the stuff needs to be packed the mattress bags right the cleaning the mounting the storage the unpacking you could offer all of this on the move right and it's important that when you do offer additional services regardless of what your laws are and regulations are make sure the customer knows up front what the additional cost is going to be right don't just start packing up boxes and then hit them with a bill like here you go right uh interstate moves you you have to uh revise the estimate for any additional charges up front a lot of states as well but it's also just the right thing to do emails so now you've booked the move right so once you book the move you're sending out emails to them like prepare for your move right maybe you're sending some for the seven-day packing two-day confirmation make sure that in those emails hey did you know we also offer these services as well right if you don't tell them they don't think about it if they don't think about it they don't see how that could work for them right if you never knew of a service um i don't know if you never if you never knew of uber and somebody comes along like you know you could go on an app on your phone and just get a car to come pick you up right in other words if people don't know about stuff they don't start thinking about how they could utilize it in their life all right so make sure whatever emails you're sending out there's also a little section that has additional services on hold music okay on hold music so we had on hold music that was specially made okay so we had it made so it was the music but it was talking you know thank you for calling neighbors moving in storage please hold it won't be long we want to make sure that all your needs are met by the way did you know that we also offer packing services as well where we could have professionals pack all of your belongings up or maybe just a few items on the day of the move or even come out ahead of time don't need packing no problem we sell boxes as well we'd be happy to give them to you at a wholesale price do you need anything stored we'd be happy to store stuff right now we're offering a promotion for one month free storage right anything that you want them to hear don't ever let a customer sit on hold and not let them hear valuable information about your company okay it doesn't have to it shouldn't all be like sales it should just be stuff like you know we offer boxes make sure you ask your moving consultant about how we can get you some free boxes right and it's also reassuring them that they're with the right company hey did you know that we won the angie's list super super whatever it is award uh three years in a row uh you know our customers love us on yelp we got a five-star rating all of that type of stuff it's super easy to make on hold music um if anybody needs a recommendation just email us at support um i have a company called the informer uh i don't know if you could look them up you might be able to just look them up online in former on-hold music guy's name's casey did my on-hold music you know for any time i needed to make changes they made changes you get to pick you know they send you uh you say we want a man we want a woman we want them to sound you know mature we want them to sound young and they send you a bunch of options of voice of talent and you're like oh i like that person here's the script have them read that oh here's all the choices for music here's the music here's the person i want to read the script here's the script they put it all together they send you a file that you upload into your phone system and that's it right and all of your marketing material right all of your marketing material like on your website services provided if somebody's reading about you let them know all of this additional value that you could provide for them right if they don't know it they're going to go somewhere else i mean i have a a private client who the name of his company is company's name movers and he's trying to push storage but on his website on his postcards it's like storage is like a little bullet point right i said we either need to get storage big right across the top with pictures of your warehouse or we need to get a dba of your company's name and instead of movers moving and storage right if customers don't know that you offer certain things they they don't they don't just know what moving companies do right a lot of people think that you're just going to come in and move the heavy stuff right they don't even realize that you can do all of it right so make sure they know about it these are the ways that you can increase revenue per move here's what i can tell you i did this not the whole presentation here but i went through this with a private client um i don't know if it was a year ago whatever it was eight months 12 months and they were doing on average i think the average was like 220 moves average when they average it out over the course of a year a month and it was um 92 a move extra so 220 times 92 it's 20 000 a month times 12 that's 242 000 a year okay so don't take this lightly and you know if you're like lewis which one should i do whichever one you're not doing right you might be like wow we could do all of that all right we'll pick one start with that right you know incrementally start adding it you know maybe you start your upsell processes maybe you start your seven day packing checkup call maybe you get your on hold music made maybe you come in here and say you know what let's actually make some adjustments to our pricing right so that we can actually make more money for each move that we're doing you know look at set yourself a target you know i would say to set yourself a target of 50 to 100 per move that you're going to increase it right i mean that was you know 92 over 220 moves a month it's almost almost a quarter million dollars a year for the same moves right for the same moves yeah you might have some material cost yeah you might have to pay the guy you know a little extra to clean or to mount right all this stuff is just extra money and this is just all i mean this is good customer service this is good customer service this is good value this is good customer service and this is just smart marketing to make sure that everything is in there all right so get that extra revenue per move hey my friend before you go you've got to hurry and watch these next few videos over here they will absolutely help you take your moving company to the next level go watch them now and i'll see you over there [Music]