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good afternoon everyone and welcome to today's webinar top three sales techniques to boost your close rates and increase your Revenue in 2022 and Beyond sponsored by arcsite I'm PCT senior editor Jackie Mitchell and I'll be moderating today's webinar thanks so much for taking some time out of your schedule to attend today our speakers will share the latest tips tricks and techniques for not only winning more business but also increasing the efficiency of your sales and inspection process our speakers today are Justin Judy and Mike Adams Justin Judy is partner development manager at arcsite he joined arcsite after a lengthy career in retail management he loves the company culture and brings his years of leadership and management experience with him to allow him to do his best work he gets energy from empowering others and helping them reach their goals when he isn't working he loves spending time with his wife and two children and you can find them at the lake or enjoy me Outdoors and our other speaker is Mike Adams who is owner of e3 termite and pest control and Justin will tell you a little bit more about him later in his presentation um before I turn things over to them I have two quick notes to pass along uh first a quick disclaimer the views expressed in presentations made during this virtual event are those of the speakers and not necessarily the PCT Media Group or gie media presentations during the virtual event or the participation of vendors during the virtual event do not constitute an endorsement of the vendor or speaker's views products or services next I want to remind all of our attendees that our webinar is interactive and we encourage everyone to ask their questions throughout you can do that by typing them into the Q a interface which you'll see at the bottom of your screen and we'll hold those questions until the end of the presentation uh so with that I'm going to turn things over to Justin thank you so much Jackie I appreciate that like she just said we're going to be discussing a lot of things around the sales techniques today to help you guys grow your Pest Control business increase revenues and efficiencies brought Mike along who I'll introduce in just a minute but I'd love to kind of just start out with a quick poll if you don't mind I'm real curious to know like do you currently create pest diagrams for your business whether those be drawings for wdi or wdo forms or for a different reason we just kind of love to know and hear you know what you guys like to do or if you do do it at all now so it's very helpful to me to know that so if you could quickly answer that Poll for me that would be awesome and then we'll jump in from there foreign so as you guys answer that I'm going to move forward with just a couple facts to get this kind of queued up and started today so first fact sales is getting harder whether that be residential sales home services and specifically Pest Control competition is easier to find there's a lot more Alternatives out there and things are just getting trickier to gain the trust of people in the world so sales has a trust problem so what do I mean by that so when people were pulled by HubSpot large company they did their state of inbound and pulled people around how they trust different professions in the industry they found out that only 61 percent of people trust firefighters 57 of people as all trust doctors 46 percent trust scientists and only five percent trust sales people so how do you work to overcome that when you walk into a prospective client's home when you're already kind of have that wall and divide behind between you we'll talk a lot about that today and I'll give you guys some tips and tricks to overcome some of that initial hurdle that you're facing when your first step shopping on site so professions or competition is growing in the profession there's more competition and alternatives are easier to find 95 of people nowadays are soliciting more than one quote per job so being professional standing out really differentiating yourself competitively to the others is going to become more important Mike's here today to talk to us a lot about how he has done that and seen a lot of wild success in growing his business because there are a finite number of customers in your area there's not an infinite amount for you guys to work through you need to make every opportunity count and when you're on site you need to make sure you're closing that deal so there are different ways for you to beat out that competition and grow your business and like I said we brought Mike Adams along as the owner of e3 termite and Pest Control a couple quick tidbits about Mike before I kind of let him introduce himself to is he started out three years ago with a seven thousand dollar investment and is now worth about five million dollars so a huge difference in company his sales inspectors are averaging about a 70 percent close rate and they're the highest cost provided in their territory so when they personally when Mike personally goes out on sales call he averages around a 90 close rate and like he said his costs are highest provided as competitors asps are around seven to eight hundred dollars and his are around three thousand is that about accurate Mike yeah that's my right yeah so he's not doing it by cutting corners and cutting costs he's doing it by strictly being very strategic very smart and winning deals based on quality and value so we're going to talk to him a little bit and then we're going to move on to actually analyzing kind of deep down how he does some of that work so Mike I just want to kind of start you off by can you tell us me a little bit about your company how long you've been around how many employees that sort of thing and just a little bit more about E3 yeah thank you uh well e3's been around uh we started um July 1st 2019 and uh I started it out believe it or not with uh an SUV and a trailer pulling a rig behind me um I can remember back in the day where when I pulled up to do a job and everybody was laughing at me but I just held my head up high and uh gave them the best service I could give them for the best value and um here I am today with uh we now have 12 employees and um and uh nobody's laughing at me anymore and uh I actually started this industry back when I was uh 24 years old and I started out as being the only person that could get under how the uh well I was hired to get on the housing no one else could get under and um so I guess you could say I really started from the ground up and uh grouping there and I am from Louisiana in Louisiana the hot spot for promotion termites um I worked just about every aspect of the industry back then going to classes I went to a lot of classes and training and it was really boring and and but it's now paying off because it's helping me you know uh help my customers now and uh that's that's about the bulk of it that's awesome yeah and kind of just kind of queuing off of the slide we're on right now before we move into any More's questions would be like you talk about your team averaging a 70 close rate for one that's astronomically high for a team a 90 close rate for you personally is even crazier how do you do it what are some of your secrets that you think are really contributing to that success well I mean I learned early on um you got to show the customer that you're not out there to to sell them something you're out there to provide them a service um I talk to myself people when I bring them on training and first thing I ask them is um what are we selling and of course everybody comes up with oh termite pest control they give a whole list and I say everybody's wrong we're not selling anything we're offering our customers a service that will help protect their house from future termite damage and therefore if you go into it thinking that way and um kind of catch a customer on board I guess but uh you go in you want to find out as much about the customer show interest in the customer uh when you go out to their home I always try to find something in the home that uh I don't know bring to an attention to make them feel proud and um gotta gain their trust and you got to gain it pretty close I mean pretty pretty quickly um once I gained our trust and I make sure I live up to what um I promised above and beyond um and um I don't know it's just the main thing is that people show you you can tell that you care then they're going to want to buy from you sure so after building that trust like what sort of closing techniques are you using in the home are there any specific closing techniques that you find to be more useful or more successful than others well up until recently I mean we were um uh basically what we want to do is we want to build value first um the last thing you want to do is give a price so you want to kind of just go over details with the customer the kind of work you're going to be doing the kind of services you're going to be doing uh what kind of warranty you're going to be providing and try to build up as much as you can so that their price point is up here and you come in in the middle therefore uh they don't have a wild effect uh sticker shock so to say so the best thing is to build the value before you ask for the business yeah absolutely and we pulled the the audience earlier to talk about how many people here you know complete digital drawings Now you kind of take your drawings to to another level than most how do you use your drawing in the actual sales process well in order for customers to won't you got to want what you have um so therefore in order for them to want what you have you have to show them why they want your services so when we do a drawing we're going to um highlight conducive areas to termites around the home and um when you're inspecting a home it's impossible to tell someone no you do not have termites you can only probably give about a 20 guarantee that they do not have termite you've got to let them understand um down here we have a saying that in this area there are two types of homes those that have termites and those that are going to get so by us showing a customer would we use a drawing showing the customer around their home conducive conditions we even find uh problems that they didn't know they had and like roof leaks plumbing leaks and therefore point that out to them so they can get those things fixed um they appreciate us for saying that because if it remains a roof leak it's going to only get worse plumbing leaks is going to get worse and things like that so long story short we use these drawings to build value you know uh in our services sure absolutely so you actually provided us with a couple of your drawings that you have done with real homeowners you know customer information redacted of course but would you be willing to kind of just walk the audience through maybe what they're seeing on your drawings and kind of how you're using that to effectively close sales sure awesome so yeah first drawing you sent um this is gonna be this guy right here so I mean what are we looking at what are we seeing um what does everything mean just kind of give us the overarching view and a lot of people watching this probably already know just by looking at it but I'm kind of curious to hear how you're using this to your advantage and basically what we're doing here they're the most important thing before you start uh analyzing your pricing and your treatment and everything about a house you're knowing what type of structure it is so as you see in the middle we put that into the supporters lab so this home is a supported slack you have a supportive slab monolithic floating slabs and then you have crawl spaces so uh we we notify them educate them with a supportive slab is on and on a supportive staff believe it or not you have uh basically a block Foundation going around the home and then they take a brick um layer of like a uh around it I guess around the uh block that gives about a two to three inch void between those two areas where termites can come up highly undetected um termites like Darkness they like moisture and they like warmth so that Gap right there gives all three and um so it's very important to know when you have a supportive slab how are you going to treat the home so we point that out to the customer hey you're full the surrounding of your home is just waiting for termites to come in um the next thing we have I mean this we use this for a blueprint for our technician to know what to do when they go out now this one beforehand um just had um supported slabs our termite and our technicians already knew that they're gonna have to do what we call horizontal treatment horizontal treatment you drill horizontally into brick void and then use a four-way tip to put uh tomato side in the void so just to give you a breakdown we do different things like that to show them how they're going to treat the home you see a red line we always use red or conducive conditions and down here most houses the drain line for the AC comes out maybe three inches and drips on the ground right there by the hall so moisture for termites is like throwing a chocolate cake on a playground that's just begging them to come up and start going into the home so we always point this out recommend for the customer to have that extended at least two feet out um then you're gonna see after our technician went out you can see Tiny I actually took the actual pictures of the bait station and replaced bait stations around the home and I kind of thought it was pretty cool that you could take the actual picture and place it on there so until the um you know they say hey what did the bait station look like Well here here's a picture and I can zoom in and show them you know a little bit closer view of what it looks like and it like I said they love to see on what they're buying but um to go back to to just the way I would use this as a sales tool is I would um explain to them that we're going to be doing four different treatments on this house most companies down here what I can say every company down here that I compete with they only use base stations on it on this house we're doing a board care treatment in the Attic they trench and treat around the outside horizontal treatment and bait station therefore they understand why they're paying three or four times more than what the other company is doing um and I pretty well covered that going yeah absolutely so biggest theme I heard there was was communication and education right so I I'm a consumer of pest control products personally like I'm not a pest control technician but this to me makes sense so I'm able to go through see this drawing understand what's going to be done understand maybe why my problems are happening in the first place whereas it sounds like and I'd be willing to wager even a lot of people on this call probably don't go to that same level of educating the customer around not only what they have but what they could have and how to prevent it and really taking the time how long Mike do you spend on an average in-home inspection appointment with a customer how long would you say you're in a home per appointment well having this having the um Arc site drawing um has shortened our uh time probably by I don't know probably at least 20 30 minutes um doing a paper graph it would take us about 30 45 minutes to do a paper graph my um sales people are going to do a crap on here in a matter of probably 15 minutes and they love it they uh it just just compared to paper it just you know they love it main thing is I love it because if you're drawing it up and you make a mistake okay boom it's easy to fix when you're doing it on paper you you gotta start all over again so in long story short this is short in our stay I would say we're probably at a home about an hour and a half doing inspections uh sometimes two hours depending on the location we've done homes as big as 16 000 square feet and a little 400 correctly so you know definitely the size of the home is going to make a difference but main thing we want to do is turning out a sales we want to find as many problems with that home as we can to build value uh why they should get their own food termites yeah absolutely nope definitely and if you're going to try to uh if you're going to be successful competing at you know a 500 cost increase compared to some of your competitors uh you obviously have to be doing something wildly different and it's working amazing for you so congrats there when I first had a conversation with you kind of just prepping for this webinar a little bit it was just inspiring to hear all the different stuff that you do and all the care that you take in your processes which is awesome so we have a second drawing as well um in regards so this one has a lot more notations on it um a lot of red which means me to believe based on your previous explanation a lot of conducive conditions and things that you want to call out for a client to be able to potential client to be able to kind of see what they could possibly be running into here um if you have a few minutes to walk us through this one as well yes I'm glad you asked me um the reason I picked this one is is because not only is this drawing a sales tool it is a legal document down here um once we treat a harm and I mean pretty well everywhere else once you treat a home um you become an insurance company basically where you're responsible for future damage so I mean in this house here you can see there's the PHD is possible hidden damage uh powder post Beetle problems and uh all of this that you can put on here documentation will help me out in the future in case this customer say this customer in four years comes up and says oh man I found termites in the back of my house all all throughout the floor when we pull up the carpet I can go through the drawing and saying um Mr Jones you can see on this drawing that we showed you when we first got started that damage was already there and it was possibly bigger than what we could see so long story short we have to cover ourselves uh legally in the future in case of claims in a case of uh customers coming out for you or you know to do repairs on their home this one here I was was a pretty good extreme and I and I that's why I wanted to pick it because I mean my technician or this was a technician to do this that he worked pretty well covered everything which is very thorough which in the future and the more we can cover the better I'm protected so it not only is it a cell tool it's a legal document yeah and you uh you mentioned in a previous conversation that you use these documents um in the re-inspection process as well on the follow-up and service and that sort of side of the business too can you kind of walk us through how digital how changing to digital drawings versus paper has helped you with that process oh it's been awesome um in years past every year you go out to do you have to have a graph every time you do a renewal inspection um so basically every year we had to go out and draw a graph which are like I said 30 45 minutes to do our graph now we can pull this off of our site and edit it so let's just say that the customer on this case here let's say the rear of the house they had repairs done and they no longer have platypus Beetle problems in this case they're going to get us to treat deposit both people so next year we can go and take off all this panel post Beetle evidence or not just having to put the live powder post Beetle because it no longer exists so basically instead of what's going on your grass we're just going to edit this crap to coincide with what is happening present day and as you can see my my technician dated it at the top um so what will happen next year is that technician will take his information off put his name in the date on there when he went out um and therefore we have a paper trail of when we were there proof that we were there and then we also attached it to our software which time stamped it as well but the main thing is you're not having to draw a new graph every time you go to a home you're able to go in here real quick and I mean you could take all of this red off and probably less than 10 minutes and start from scratch if you had to but main thing is you're not having to start from scratch you're going from uh I already have a template and just uh go from there save when you when you think about saving 30-45 minutes per stop that is a lot of money that's a lot of money going out the windows so um you know in a day's time doing it this way put some money in my pocket so I love that yeah absolutely and in your area too um are the drawings required to be submitted to municipality State you know different things like that for any sort of wdi wdi wdirwdo type work um a drawing is required of every house or every building or everything that we go out on from day one when we first go out there for a sales call and every matter of fact every time we go out if they were to call us out in three months and say I'm seeing something kind of strange come out to an inspection we have to notate the graph each time we go out so yes a graph is 100 required by the state um to you know keep it on record and keep it updated as we go and that's why it was so aggravated I mean good grief you could have a file folder with 30 graphs in there and you know it just ties up when you have right here you have one graph that's constantly updated and saved in the computer and we are now paper free which is you know awesome so uh but it is required by the state and it's required by the state in a lot of areas when I can when I understand yeah oh yeah definitely we hear that quite a bit too just working with the different folks that we work with now what sort of advice would you throw to people who maybe are still doing it by hand and kind of experiencing some of those same struggles that you just alluded to with a huge pile of paper or keeping records updated and making us you're 100 paperless so that's why I'm asking this this is an unscripted sort of follow-up but the piece of the puzzle would really be for me just kind of curious to hear what advice you would give to people who are still doing things maybe pen and paper analog not digital what advice would you give them to kind of help them make that transition or jump to doing things digital um one word stop stop using paper it would make your life mentally and physically so much nicer not to have paper paper to follow a paper to keep up with um I couldn't tell you how many times technicians brought in a graph and it looked like somebody's crumbled up and put it in a garbage can I mean it's just having paper and having to keep a paper is just a nuisance this here just uh made my life so much better because um like I say when you can go paperless which I've finally done um I don't know I think I've had it 10 years to my lifespan by doing that so if you want to live longer go with this system sure and there's there are potential legal ramifications if you were to misplace or lose these sort of things right like when you talk about real estate inspections and things like that is that something you guys ever have struggled with or faced or any advice for people who are going through that well yeah I mean the uh the state can come in at any time and ask to see your records of certain homes if you do not have the proper record-keeping the proper documents that they ask for you could be fine you could be suspended it could be I mean it's it's a it's an array of what they can do but yet it is it is a legal obligation to keep the proper paperwork or or in this case documents filed away and like I said they could come to you at any time if they produce this information um if you go to a file folder and try to go find it through a file folder um it's a nightmare going to your computer tied to your customer bring it up and say boom here it is what else you want um it just makes you look better with the state Network therefore they're not going to bother you as much if you look organized and you're doing things uh footboard um everything that I do here from from the sales to the service to the bookkeeping we try to do a above what everyone else is doing and it helps us do that absolutely no that's that's great to hear too and how did your text first adjust to it like did they have any sort of a learning curve or struggle with it or was it something that they picked up on pretty easy just purely curious because I know going digital can be scary to some folks and they're worried that maybe they have you know some old school folks on their team who might not like it so I'm just kind of curious what your experience was when you first made the transition well I did have one technician that um it was just a mental block you just just would not go away from paper and I finally I finally found out his problem his issue was he was um drawing with his finger and he would try to draw like a drawing on paper and his palm would hit the hit the iPad which use iPads for these and they would just make a mess so once I went to him and I said look put your iPad on pin mode you can put your palm or your hand anywhere you want to on there it's not going to do anything and you can draw like you're going on paper therefore uh it's just as smooth as paper if not smoother he finally came to me the other day and he was growing up uh wrapped in the office here and he said man I'm having fun doing this and it just I just laughed and laughed because of one it took me three months to get him to finally do it and now he loves it so if you got one of the simple little things that you know it was that simple and he could not tell me what it was and I kind of drag it out of him but like I say nice he he'll draw grass for other people at that lady so he loves it that's cool that's a great transition because you have people sometimes are a little spooked by things they don't understand or if they've been doing the same thing for 30 years it's real hard to convince them there's a better way but didn't you say and you didn't say this to me but I think you said it to someone else didn't you say that some of their drawings are so pretty or they're almost fridge worthy yeah I'm worthy of hanging up on a fridge I thought that was a pretty cool thing to hear because you're just like man these drawings are impressive so and that's just coming from you guys I mean you guys are doing tremendous work out there and I'm super super impressed to see it so um so are there really any any closing thoughts before we kind of move through the presentation we're going to get into the structured tips here in a minute we actually do have the three tips that we talked about I just want to let Mike really share his thoughts with you guys um are there any sort of you know tips tricks nuggets of wisdom anything else you wanted to share with the group before we kind of move past your specific process into the overarching thoughts and Mike will be with us the whole time he's not going anywhere um I just wanted to give him some kind of second to any closing thoughts he wants to share or anything we haven't covered or touched on yet well I guess my success in business here is I try to do things different than everyone else um I don't want to compete uh dollar per dollar for everyone else I want to be the one that is um that we're considered a premier uh termite pest control down here we have other uh pest control companies sending business to us um because you know they say hey look if you want it done right call E3 and it's just we laugh every time they do that but that's true um you know once they get live termites um people down here will not do anything for it they we're the only company to treat home that have active termite and powder post beetles so main thing I can say is just stand out in the crowd um don't follow everyone else be creative and try to do something different than what everybody else is doing that's how I got to where I am today absolutely yeah The Road Less Traveled right often leads some of the most beautiful destinations so and the questions that we do I do see the questions popping in just so you guys know they're not going nowhere we're going to queue out some time at the end for Q a just to kind of keep everything structured and and gather it that way we can hit all those sort of similar questions in one swoop um so we're going to save you know the five ten minutes at the end of the presentation today to just talk just talk candidly about the questions that are in the chat so feel free to submit questions at any time um submit as many as you guys want you know use this opportunity as a way to get the answers you're looking for both from myself or for Mike and we'll we'll kind of get to all of those here in just a little bit so as we move forward now we're going to move on from Mike just talking about his business to talking about overarching growing your guys's revenue and close rates um in 2022 and Beyond so a lot of the data you're going to see in this was co-produced by us in partnership with a company called researchscape we surveyed thousands of homeowners that allowed them to tell us how they choose contractors or Home Service professionals and what they would like to see changed in the industry so a lot of this data is is all from real homeowners you can get the entire report at any time just by going to arcsite.com report and it will allow you to download the entire thing so all of the data um it's totally free you won't charge anything for it or anything goofy like that but yeah any of the data you see today is going to come from real homeowners surveyed here this year so late last year I should say is when we compiled the survey but a lot of the data that holds true today clearly so the most important factors that people consider When selecting a pro there's you know a few main ones price is clearly number one still is they want to know that the value I won't say just price for Price slash value is probably a better way to answer that they want to know that they're getting a fair deal and the right price for the service being provided word of mouth and referrals is a huge one like Mike said people will refer people to him all the time if they want things done right how you present to your customer matters references the level of trust that they have and you or your company we talked a little bit earlier very briefly about how sales has a massive trust problem as is doing all the things well above it when it comes to online reviews references portfolio brand all of that will help with the Trust online reviews I don't need to preach to anybody on this call about how important Google is to allow people to really research a company or figure out what's important in your area by winning those Google result Wars that everybody probably engages in time estimated to complete is important they don't want to wait for services they want to make sure that they're done in a timely manner especially if it's related to pests Brands and materials how your company carries itself or presents itself you know shiny wrapped trucks versus old you know beat up SUVs like Mike started with you know there's a very difference of opinion there when you pull up with something like that and then portfolio of existing work what are you doing to take your current work examples and really share those with the masses and use them in an effective way to be able to grow your business and increase that trust with your company so when you go out you're already the front runner and you just have to close it down and win that business so we're going to talk about the ones in Orange mostly because those are the ones we feel we can key in on the most during this call and help you guys really kind of iron out a process to do that so when researching professionals 38 of people rely on referrals 31 on reviews 21 on work examples and then just seven percent although it is a good chunk you know one out of every 12 or so 14 or so rely on just your online presence they want to figure out everything about your company by going with that if you don't have a referral program in place for your company or you don't have a methodology or a strategy around collecting reviews from your customers in a public way whether that be Google or different Facebook business sites or whatever you prioritize I would recommend Google that's definitely the big one um focus on getting those figure out a way to get customers to want to give you those reviews now companies like Mike who do exemplary work they don't really have as many issues getting as many people to want to refer them customers but depending on your area and depending on your demographics it may be more important to focus on that online view portion because you're going to hit more people that way we're going to come up to a couple stats in just a few minutes here but then also the third one a lot of people don't think about this how many of you guys listening total rhetorical question um actually have work examples on your website like real work examples not shutter stack photos or basic photos of pest control Tech standing in a yard or in a house you know real before and after type stuff work examples so people know kind of the work that you do figuring out a way to Showcase that is important because people want to see it they want to know what the end product is going to be for the service that you're providing now where do people go online to research about two-thirds of everybody goes to search engines and then Google owns over 90 percent of all search engine traffic so like I said before definitely extremely important to focus on the Google reviews focus on the Google my business page make sure your SEO efforts and everything are are in line to make sure that when people are looking for you especially for the customers and demographics and areas that you want to win the business you guys probably all have areas where you know that are you know specific have had better results for you in the past you want to make sure that you are really keying in there and having a strategy around it home advisor is still a big one about a third of people in this if you realize that all these percentages equal way more than 100 that's because people do research multiple Avenues it's not just like of all the traffic so about a third of people still go to HomeAdvisor or Angie to make sure that they're figuring out people those do allow you ways to get in front of your customers by advertising or paying everything from pay-per-click to just straight ads through through companies like that the Better Business Bureau over a quarter of people look at that same thing with Facebook they go through they go to your business website about a quarter of the time you know yelp's a little bit lower just kind of allows you to know where to spend your resources to grow your business so if you don't get to the house to start all the stuff that Mike talked to you guys about all of the changes to the processes all of the salesmanship never gets a chance to even work or be effective if you never get out there in the first place so make sure that you're really spending your time um figuring out how to get your company where you want to get it it's definitely going to be a huge piece to the puzzle definitely a corner piece that's going to allow you to kind of build everything else around it um so first tip first official tip of the three uh reputation is everything so ensure you're in your team are as professional as possible standardize your sales presentation what do I mean by that I mean make sure that every customer gets the same experience as the last if you're leaving things to chance and you're just expecting every sales Pro to act like you act so Mike closes at 90 right team closes at 70. I bet you most people on the call would be thrilled with 70. but yet Mike has a standardized process that everybody follows everybody does the same thing everybody models after Mike so he has a standardized process that allows his team to be successful it's cut and dry in this world nowadays hiring people is not easy I guarantee pretty much everyone on here has struggled at one point or another to finding attract good talent so having a standardized process that's easily repeatable easily trainable and not high friction allows you guys to overcome that while still producing the same quality result and keeping your reputation very very strong incent referrals and reviews talked about this a little bit ago figure out a way to and it doesn't even have to be monetarily it can be anything just figure out a way to really make your customer want to give you a review ask for it like be you know not ashamed to just say hey do you mind we did really good work here today we're really proud of the stuff that we did we hope you're just as happy with it as we are would you mind jumping on Google real quick and giving us a review would really help me out and say me make it personal you know sales 101 every sort of emotional connection you've made with that customer if you've done your job right they will be happy to go on and say hey Mike came out to my house he was super clear and everything he did all the work as presented and as promised and we ended up with a great result in our home is termite free you know those sort of results are the really ones you're really really digging for and then ensure your online presence is optimized so what do I mean by that when people search on Google for something like termite prevention or something and they go to your page or go to your website and you don't have a dedicated page for termites you don't have work examples or they have to dig through five different links to to find the information they're looking for they're going to go back and click on the second result so you want to make sure that whatever you're keying in on that there's a page for that so if you really focus on Termite Control have a termite control page do you focus on bed bugs have a bed bug page you know have specific stuff that they can get to easily and then have a way to capture that data have a lead capture form and most importantly with lead capture forms make sure there's Aftercare to them the worst thing from a consumer is to submit information saying that I want to get a pest control quote and then not hearing from anybody for 10 days you know that is miserable and it's the it's the state of the world so many people will capture all that data but not have an efficient process to process it so that all goes into keeping your reputation strong and them understanding that you as a business have your act together and are a top tier company and they'll want to work with you from things like that you guys have all been to websites that are very subpar compared to other nice and shiny ones definitely a different feel when expected when you kind of are expecting what that company is going to provide when they come out so second poll question if you guys don't mind um what percentage of homeowners would prefer to receive a digital quote over a handwritten quote what percent do you guys think it is that people are wanting digital nowadays Mike talked about going digital all paperless all that sort of stuff but how much is that in line with what customers are really asking for so if you guys don't mind just choosing that one here a second and then we'll reveal the answer in just a moment but yeah it's one of those pieces to the puzzle that you want to meet your customer where they want to be met and if they're asking for something you want to be able to provide it the way that they want it it's just less friction it's less having to win them over it's more comfortable for them 75 percent of homeowners prefer a digital quote over a handwritten quote text message continues to grow looks like most of you said 80 Just a Touch High there's still a chunk of people that prefer handwritten um just like there's always going to be you're never going to win 100 of people with the same strategy but you definitely want to be in the bigger piece of the pie you don't want to be in the small piece of the pie so you're still going to have people who are like I like handwritten because it shows that the guy has been doing it for a long time you know we'll hear things like that or the things like that have been said in the survey but at the end of the day three quarters of everybody three out of four houses you walk into are going to want it the other way so make sure that you're definitely setting yourself up for Success there um and there's a lot of different ways that can be delivered it can be on a tablet on site like Mike does um you know it can be a text message it can be typed or printed it can be displayed on a smartphone whatever it may be you know there's a lot of different kind of strategies there emailing a quote to them obviously is still fine and probably the most expected I would say most people are expecting the email is probably the most common um tip two digitize your process follow in Mike's footsteps Mike has seen wildly great success digitizing everything so produce and deliver estimates digitally don't produce them on paper and go back and scribble everything out and have a graph that they can't read because they can't tell what you tried to write down I have absolutely terrible handwriting I don't know about everyone listening but I have very bad handwriting one of my co-workers biggest pet peeve is a really bad handwriting so she can't know that so don't tell her but I have terrible handwriting so when you are able to do things digitally it takes away all of the non-professional stuff that could accidentally slip through the cracks because it's always going to look good as long as you have a system in place for it so deliver Quicks is to Quicks deliver quotes as quickly as possible people expect their estimates same day or next day if you're doing three to five day type turnaround quotes nowadays it's not it's no longer acceptable to the general populace I understand that business is business and you guys are busy and there's a lot to do but it should be a priority for you guys to figure out how to turn around stuff if you can't do it on site which there are tools that allow you to do on site nowadays um then at least try to get it out same day or next day and deliver it to them how they want it delivered you can just ask them how do you prefer to receive your quote text message great you know send it via text that way and use your quote as a presentation and sales tool not a leave behind Mike does a very good job during my conversations with him of using everything he builds during the inspection process as a catalyst to build off so he goes through and he explains all of the different stuff and they they leave so much more educated than they were before because he presents it he doesn't say hey based on the work you need to get rid of all this it's going to be XYZ and it's going to be 2200 he says Hey based on this here here's the penetration here's exactly how we're going to treat it and he takes them around using the graph and the quote and shows them everything that needs to be done um and why and how so they leave they're very confident that it's going to be addressed 100 of the way and you guys can do it too A lot of people just give them a quote leave it or send it out and wait to hear back from them you know you need to follow-up process for your quotes anyways when you're presenting them when you're side by side you can you gives you a better chance to never lose control of that sale so evaluating Pros most homeowners solicit three or more bids before selecting a service provider we talked about this just briefly a moment ago the biggest number is three three is the most common you know two followed by that only three percent get five or more bids which would probably drive you guys bananas if your customers are all getting five bids um but you have to know that 95 of people are gonna get more than one so that's definitely something to note how do you present and how do you compete and how do you make sure that that quote and presentation is a silent sales person once you leave the house you may be first you may be second you may be third if you go first and you do a lot of the tips that Mike is saying today and you present those out professionally to everybody and you really win that customer's trust those other companies are going to fail in comparison to you they're not going to look good they're going to be like oh man compared to the first guy this one's no good so when it comes in really cheap they're like yeah that's why it's really cheap they're no longer going to be like oh cool 600 bucks I feel good about that and then Mike comes in at 3 000 and they're like oh so if you go first second or third it's still all about presentation and professionalism then order does not matter if you are clearly that much better than your competition so the tip three is stand out so how do you do that it's easy to say hard to do so Mike talked about this a lot build trust with your customers by educating them it's big they need to understand the whys behind things we live in the information age every single person is going to Google their problems after you leave and figure out if they can self-treat or what the different options are or if they're getting a fair deal you know I mean everybody does that that's just how it works so if you educate them on everything that they're going to find your credibility will go through the roof so create custom proposals that set you apart so there's a lot of differing ways to do this best way is to have something unique that is different and different in a good way not different in a bad way some people's are hard to read and that's different but Mike presents his very digitally very clear and then it's an incredibly different experience for a client to read through those forms and those drawings and see the photos of whatever it may be that he took on site to prevent to a clients and then he stands out because of that he said earlier and I think it's pretty close to verbatim that you don't want to do things that everybody else is doing you want to do things different because standing out is a huge Factor the big competitive differentiator um when you're able to leave a custom Proposal with Solutions professional drawings photos every time a rep goes out that comes back to kind of tying tip two and three together it allows you guys to really focus on creating that repeatable process so it's a very predictable experience for a customer you guys don't want your sales reps all doing something completely different and you wonder and why one's closing at 70 and one's closing at 30. because that's a huge gap obviously so and then color code important information so Mike talked about how he color codes his in red you know red is bad Red's a conducive condition I mean us as humans are built to understand that red is a scary color we don't like it especially if it's on our house because it usually means there's a danger or something like that so so now I think it's important for you guys to know who I am as well and why I'm the one talking today I work for arcsite arcsite is a drawing tool that serves the pest control industry and the tool Mike uses um we learned a lot about pest control from talking to Mike originally because we didn't build our software originally to be a pest control only software that was never our plan it just kind of fell in there and ended up working immensely well so we spend a lot of time with focus groups surveying customers um current past perspective all of the above to figure out how to tailor our tool and make it as perfect as possible for the industries that we're in so what it allows you to do is create professional pest diagrams or graphs depending on what you call them directly on the job site so a quote from our one of our inspectors is they say 50 of the time that it took to do site surveys the old paper way Mike what is your stat how much time did you save when you switched do you know well like I say probably 30 45 minutes okay and that's per job yeah yeah so that's a lot of hours in a year and what you see that little scroll little wiper is an actual before and after of the exact same drawing I mean it's literally the same house the same dimensions the same everything that's hard to read I don't know what I'm looking at as a customer on this it's very clear what I'm looking at and that's just a basic diagram nothing crazy easy to do you can do it in three minutes I mean it does not take long to do something like that with it with the proper tools um it automatically will generate proposals based off of what you drew so we got a quote here from sure guard um Brandon's happy to share it with us they close a 90 000 deal the other day and they could say it was 100 our excite I don't know how he can say it's 100 rxa but he seems to think so so we're happy to use this quote but the beauty of it is when you draw it automatically calculates your bill of materials your chemicals your takeoffs and your site and creates assignable sales proposal immediately on site so you're able to present without having to go back and calculate anything so take that three-step process of draw graph by hand go back and calculate how you're going to do everything look up your products put all that into a proposal send that to a customer digitally you can do all of that in one step so that is really what we focus the tool on and so like I said it creates highly accurate and detailed material list as you're dropping things in or drawing things in it calculates everything from volumes to square footages to linear foot to single items so as Mike strapping in a base station it'll quantify and then he can drop down from the base station and choose what sort of bait he's using and it'll quantify that and it'll turn it all into assignable sales proposal now it'll also allows you to submit your digital drawings directly to States municipalities whatever it may be you can export these put them into whatever you're whether you're using an npma33 form or or a more like local specific municipality form that they require it allows you to do that with simple Taps instead of having to scan or take pictures or upload or turn it into a PDF and draw over top of that you know I mean I've seen some really wild processes out there it allows you to Simply and easily do that all in one step improves communication with clients and installers we've talked about a huge theme today being communication and making sure that your customer knows everything you know not everything but enough um and then it goes with you everywhere it's mobile first works on tablets phones Etc so it allows you guys to kind of capture all of that data and do it as you're going so it's not something that's going to be a cumbersome process is really what we're after lots of reviews lots of customers that sort of speaks for itself um and then we set up a specific thing for the PCT if you just go to rx8.compct you can try it for free you can request a personalized demo you can do any of the above we want you guys to explore it the way you want to explore it and let us know how we can help there so that's kind of just the quick who I am who we are why we're the ones talking today because you may be like who's our site the whole time um but it was a lot to do with just kind of us and the industry and kind of helping to solve some of the problems that hopefully some or not hopefully but hopefully solve some of the problems that some of you are surely facing today now from here um I think Jackie you're going to come back and do the Q a right you're going to queue us up and then me or Mike will answer whatever one you guys asked and see who's better fit to answer it that's right um yeah we have several questions coming in uh to our attendees if you wanted to ask those you can go ahead and type those into the Q a box at the bottom of your screen um the first questions for Mike uh are you graphing a home for general pest control inspections and proposals as well such as ant Mouse Roach work etc yes I mean you can use it anything you want to use it for um it's just endless so if you want to use it just for Pest Control you can use a pest control you can use it for both that's what's so good about it and um one thing I'm gonna I was thinking about as he was talking I love the drop and drag um feature when you have duplicates on a drawing you're able to click and drag it around the graph therefore you don't have to write it in or Draw it in every time so that's really awesome yeah what he's referring to is we have reusable shape and product libraries built in specific to pest control so he chose to use an image of his bait station we have Circle squares everything that will automatically quantify as a bait station um and then tally those up on the report so when you do that yeah you can simply tap you don't have to draw out a square and type letters in it you can just simply reuse the stuff we've already got built into the application to be super super quick um and yeah a lot of the folks we talk to are using it for everything it's one of those things where yes termites is the required usually the Catalyst of people coming to us in the first place but once they find that it's so quick and easy they prefer the sales presentation of the other services in it and if they're already using it for one they end up using it for everything pretty much all the time um does it have the capability of automatically calculating linear and or square footage yes it does yep so when you draw things out in Ark site we have multitude of measuring tools it can capture everything from volumes to areas to lines to angles even as angle measuring ability within it so whether you're working off say you're doing a commercial job and you're given a PDF and you want to Mark out certain areas or measure that PDF you can absolutely accomplish that if you're drawing from scratch in a residential home and you draw out you measure it out you draw out your space it'll automatically tell you the square footage of things if you're running something like an encapsulation or a fumigation depending on which area of the country you're in it'll tell you how much not only how much chemical it is but how much cubic feet you're actually servicing all that sort of stuff is built into the application absolutely can I have something to that please yeah as you're Drawing the Line it gives you the measurement as you're going across um and you can also go in and um and settings and make each square whatever size you want to make it like we make our squares 10 by 10. so as you're dragging the bar across um it could you know it lets you know hey you're going 5 10 15 20 feet and then you stop another cool thing about that is let's just say you went 27 feet you meant to go 20 feet you click on the line it brings up a menu to where you can just type in 20 feet and make that line 20 feet that's really awesome yep it'll Auto scale everything and everything will always be to scale with an arcade yep cool uh so what's the learning curve for someone who's used to just using pen and paper how long does it take to learn Ark site I'll let Mike take this one Mike how long did it take you to learn it you'd say I am not not computer literate at all and I learned it really quickly I was amazed how quick I learned it um I would say probably taught myself um within a matter of two hours or less um so it was really quick and that's some somebody did now I can turn the computer on that's about it so this was easy yeah what you guys didn't see prior to the webinar was Mike's microphone acting up so yeah now uh Tech stuff is uh he doesn't love it he's really good at using it but it's not his favorite thing but yeah we we find that to be very personal answer some people pick it up and if they're used to some sort of architectural drawing in their profession they can use it immediately I mean it's weird to see because they've never touched it before and they figure it out other people take a few hours or you know longer on the screen but I mean when I first started at ARC site I've been here about two years I used to learn it simply by just doodling around on it when I was watching shows or movies with the wife at night um and I mean really two hours on the screen two three hours total as I would say What It Takes if you're drawing all straight lines even less it's a lot of the curvature stuff and the Angles and stuff that can take a little bit more getting used to if you're drawing all straight lines you could easily pick it up within an hour or two for the drawing part would leave yeah I was just talking about learning how to put all of the objects and both yeah you know yeah but oh yeah definitely yep yeah there's a lot of customers because sorry customization we really build every account alongside of each customer so if you do something totally different than Mike and you want a totally different symbol set or your things are priced differently that's absolutely doable we do it with everybody we have a CS team dedicated to every account so we make sure your stuff's presented the way you want to present it um is there the ability to write out findings and recommendations uh this person said some of ours can be a paragraph for too long um so where's the technician recording these within this software yeah so a couple different I'll take that one Mike if you don't mind uh there's a couple different Avenues we have a forms feature built in that you can build out actual forms you want them capturing every single time otherwise we have if you can kind of see it on the take off an estimate on the screen that additional data tab we and you or you or whoever can build out whatever you want captured they can be paragraphs they can be date fields they can be drop down menus they can be related to the drawing they can just be text that are being typed out if you want that stuff to go on a proposal off a proposal just on a cruise sheet but not customer facing all that sort of stuff is customized within the app so you can collect anything from visuals because we do have photo tools and things built into the app too where you can take real live photos and mark up actual photos to increase communication all the way to typing out a full paragraph of findings and we have specific data sets you can go out and say I'm doing a termite job and that'll make them fill out different questions than if they're going out and doing you know carpenter ants or something like that and then it'll pop up different findings and different fields for each different service that you're providing and let me add to that I actually took a picture of the uh bait station that I used um transposed it on the here and made it small to where like I say it's the actual bait station we're putting on the graph um nobody's doing that nobody can do that and um that was really cool mm-hmm um is the software California wdo compliant it is yeah yeah so we have the ability to export import into a lot of different forms so we have a few customers in San Diego area which is one of the more stringent areas I've found um and ran across for as far as what graphing requirements are and as far as how they have to submit those now if your area a lot of the areas use like an npma33 form certain areas have their own um like I know like Las Vegas and Texas have kind of their own thing everybody has their own different way but we have found a way to really work with any of them because our graphs can export in a bunch of different file formats and things and just be plugged in um so a few of our different customers have really found creative ways to do that um but yeah we have best practices we're happy to share to help you fit it into whatever process that you're using currently and uh Justin what would you say makes Arc site different than other providers in the market yeah so we kind of worked backwards with it a lot of the way so we we tend to take customer feedback very very seriously and like I said we spent a lot of time with Mike um or in a lot of time with a bunch of other people um talking about how they do things and we've built in a lot of different features and just the short amount of time we've been in pest control so the thing that makes Arc site different at this stage is it's fully customized for a bunch of the different workflows and it's by far the easiest to use so when you talk about actual CAD formats these come out in the exact same format as an AutoCAD drawing bwg dxf whatever you want it to be so it's a high-end professional drawing that auto creates other things there's not another software that allows you to draw and create as easily as arcsite does that auto creates takeoff reports and signable sales proposals that are customized the way ours are so when we get we get the the question I love and hate at the same time every day you know who's your biggest competitor in this space I can't answer that I don't know and it's I hate answering it with that answer because it sounds like arrogant but it's not meant to be it's I simply don't know of one so if you guys know of one let me know and I'd like to research what they're doing well and figure that out but I don't I mean Mike what would you say I mean you searched for I think you told me three years for software before you found it like what set it apart for you I mean really I started when I first opened up and I would just go in every once in a while but once a month or so in Google you know drawings graphs