Becoming a Great Salesperson: Tools for Staying on Top

September 2nd, 2010 by victoria

In the past 3 weeks, I’ve heard from six different remodelers who are very concerned because clients are accepting proposals that are priced significantly lower than their own. It can be devastating to one’s morale to have worked for weeks on a detailed remodeling project proposal only to be told that they’re giving the project to the lowest bidder.

This is almost always a bad decision. I’ll bet every one of you can tell a story about a client who did the same thing only to find that change orders were rampant, customer service was nil and the entire experience was a nightmare.
Clients that choose the lowest price rarely get the “deal” they expect.

A reporter for a midwest publication recently called me to comment on this trend and I told him something I don’t think he expected: “Haven’t these homeowners ever heard of the saying — If it looks too good to be true, it probably is? The homeowners are causing a great deal of the problem because they’re pushing remodelers to cut so much that they can’t deliver the experience that they know clients expect.”

I mean really, what do homeowners expect when they accept a proposal that is tens of thousands of dollars lower than the next?- in many cases, that amount is lower than the legitimate costs of remodeling professionals. Do they really think that the costs for these jobs vary that much from company to company? Seeing significantly lower numbers should be a huge red flag to the consumer. But in many cases, they see the projected savings and all reason goes to the side.

So, one important tactic to overcome this trend is to become an outstanding sales person — someone who knows how to communicate the value of the job, the value of a great customer experience, and the value of working with an established, knowledgable company.

What have you done to improve your selling skills lately? Our Remodelers Advantage members are sharing information, listening to sales training teleseminars, participating in webinars, and searching out the information they need to really ramp up the effectiveness of their sales ability. Many are participating in Sandler Sales Training or other professional sales training programs. At Remodelers Advantage, we’re putting more and more emphasis on marketing, and sales throughout our community.

Improving sales skills is not a silver bullet and it’s not going to have an impact overnight, but it’s time to realize that selling skills (not aggressive, hard selling techniques, but consultative, relationship-building tactics) are going to be your strongest tool to overcome the bad apples who are consistently underpricing the market. That is, until they go out of business.

Stretch Marketing Dollars With Wrap Advertising

August 23rd, 2010 by victoria

Scott Robinson, president of Robinson Renovation and Custom Homes, Inc., in Gainesville, Fla., has the most eye-catching tool trailer in town. The 17-foot-long trailer is emblazoned with the company’s name, phone number, and Web site address, plus images of completed projects on the sides and a photo of the company’s sales staff on the back.

How did Robinson do it? With wrap advertising. “Everyone drives around with all-black or all-white trailers, and no one looks at them,” says Amy Kauper, the company’s design, IT, and marketing specialist. “We saw wraparound ads on buses and thought, ‘Why not have a rolling billboard?’ ”

After shopping around various signage companies, Robinson and Kauper decided to go with a local franchise of Signs Tomorrow. They paid $2,500 to have the tool trailer wrapped with custom-printed vinyl decals and coated with a UV-deflecting clear laminate. When the trailer was finished in February 2010, they told their crew not to bang up it up with their tools.

The trailer turns heads wherever it goes. “We’ve already gotten calls from it,” says Kauper. “It gets hauled around by one of our trucks and it gets a lot more visibility than a stationary sign would. On weekends, we park it in front of Home Depot, Lowe’s, and the office. It’s like the Web site, earning money 24-7.”

Born partly of necessity to differentiate Robinson Renovation and Custom Homes from the two other Robinson family-owned businesses in Gainesville, the wrapped trailer handily stretches the remodeler’s marketing dollars.

“The stickers and clearcoat last 5 years,” says Kauper. “The amount we paid divided by 5 comes out to $500 a year. If we get one call from the trailer that turns into a contract, the signage has paid for itself.”

How To Develop A Superstar Team

August 10th, 2010 by victoria

As business begins to pick up again, it may be time to build up your staff. Here are some tips to help you develop the team you want, excerpted from Mastering the Business of Remodeling.

* Consider all employees key employees.
* Hire people who know more about their specialty than you do.
* Hire people who can grow with the company.
* When in doubt, hire the person who wants the job most.
* Be sure employees know what is expected of them.
* Base company pay on merit, not seniority.
* Figure out how to pay employees more than other employers do.
* Tie pay to productivity and performance.
* Keep employees informed.
* Be sure every employee understands how the entire company works and how his/her job fits into that mission.
* Praise often. Develop inexpensive prizes, awards and bonuses to keep motivation high.
* Challenge employees. Give them as much responsibility as they are ready for. Allow them to fail as well as succeed.
* Watch the stress level. No employee should have to suffer burnout on the job.
* Develop simple but effective training programs to keep all employees moving up the ladder.
* Delegate, rather than direct. Agree on the goal, but let the employee have increasing input on how that goal is to be achieved.
* Get all employees vitally interested in job costs, annual sales volume goals, and budgets.
* Be a great coach. Remodeling is a team activity.

Growing Your Sales Team: Is the timing right?

August 9th, 2010 by victoria

I was reading an article from INC. magazine in which the author talked of attending a presentation given by a successful entrepreneur who asked the large audience, “Who here is involved in selling the company’s products or services?” Everyone held up his or her hand. The presenter responded, “Shame on you! If you are the owner of the company, you should hire salespeople to sell your products or services. You should be focused on selling the company!”

In other words, your highest impact activity as a company owner is to build the value of the company so that it is worth something to someone else — someone who will buy it! This was an epiphany to the author of the article and has struck a cord with the several remodeling company owners with whom I shared it. Their common response: “Boy, I’d love to be able to focus on building value in the company instead of having to sell the remodeling!”

Today, I’m seeing more and more remodelers and painters taking the first step and bringing on sales professionals, most for the very first time. I’m enthusiastic about this direction because it means more feet on the streets promoting your brand while uncovering prospects. We have a group of members in our Remodelers Advantage social network who are sharing commission structures, job descriptions, and working together to start the process of building a sales team right. So, first, establish a strong sales team which will allow you to move your focus elsewhere.

Second, focus on building value within the company with documented processes and procedures, detailed job descriptions, production systems and communication techniques, an organized client database, a proactive marketing program, and key managers that bring enthusiasm and creativity to the table. This level of organizational development shows that the company isn’t solely dependent on the owner’s experience to function but will continue to grow profits and a community of delighted clients based on the huge value within. It’s a business improvement strategy that could have huge positive effects for your company. Now that’s worth something!

Recycling Helps Sell Prospective Clients!

July 28th, 2010 by victoria

Today I drove by a remodeling site and saw a dumpster that was chocked full. Much of the debris that threatened to tumble over the sides was cardboard! Boxes and boxes made of cardboard–all recyclable. Because both in our home and office, we are avid recyclers, this made me ill.

And it hit me clearly that if I had to choose between two remodelers — both offering similar services and price points — with the only difference being that one recycled job site waste and one didn’t — I’d definitely choose the company that recycled! In fact, I’d pay more for it! And I know that I’m not alone.

More and more, people care about the environment and are taking steps to do what they can to help alleviate the stresses that we’re putting on the earth.
We’re doing what we can in many areas of our business. For example, when we plan our 50+ meetings each year, we prefer to choose hotels that are as environmentally conscious as we are. We print on both sides of the paper in the office and recycle everything we can get our hands on. This is just the start.

A year ago or so, Remodelers Advantage became endorsers of the EPA’s WasteWise Program that provides information and resources on how to reduce construction debris. In addition, we’ve been compiling information from our members, successful remodelers from across North America, on what they are doing to recycle.

We’re all heading in this direction so why start now. Do the right thing for the earth and get a great market advantage your clients will appreciate. Tell us about your recycling efforts, concerns and successes. We’re eager to hear.

Industry Expert Judith Miller Says “Look Ahead!”

July 28th, 2010 by victoria

Judith Miller is one of our company’s most popular business consultants so I often pick her brain for thoughts and ideas on what our members should be doing today to insure success tomorrow. Today, we focused on the habit of using something called the Look-Ahead.
“A Look-Ahead is a process that helps train your team, especially your production team, to anticipate the short term future,” Judith states. “In other words, instead of reacting to the job, they learn how to look ahead to be ready for what is coming.”
“In addition, this process can increase efficiency on a job by 10-25% simply by forcing those involved to be more organized.”
The process Judith describes includes two things: Reports on the status of each, individual job, and meetings to discuss them.
“Too often, the production team shows up on a job and only then begins to think about what materials are needed, which trade contractors need to arrive, when the trade contractors need to arrive, and what labor is required,” Judith comments. “This ‘yesterday’ approach can waste a huge amount of time –and in production, more than anywhere else, time means money.
“Instead, meet weekly with your production manager to look at a report on the progress of each job and then review what’s going to happen next week, the week after that and the week after that.”
By using a one, two and three week Look Ahead, everyone will be aware of the resources that are needed and there will be no more unnecessary trips to the lumberyard, no more arriving with out the tools to do the job, and no more waiting for trade contractors who don’t show up. Sounds like nirvana, doesn’t it!
Implement this process this week and watch slippage and waste shrink before your eyes.

Need the perspective of a great business coach? Click here to learn more about Judith Miller and the coaching services we offer.

Author Bo Burlingham Says, We Can All Have “The Knack”

July 20th, 2010 by victoria

Bo Burlingham, author of Small Giants: Companies That Choose to Be Great Instead of Big, and our keynote presenter at the Summit, is the perfect fit for our audience of motivated business owners. For years, he’s been working with small business owners of all kinds to help them become successful. Recently, he teamed up with another Inc. columnist, Norm Brodsky, wrote a great book called Street Smarts: How Entrepreneurs Learn to Handle Whatever Comes Up.

Here’s a quote from Bo’s newest book. . .

“Indeed, I believe it’s such mental habits (habits that he describes in his book) that allow people to become successful entrepreneurs. I believe most people can develop the habits of mind I’m talking about and use them to acquire the wherewithal to live whatever kind of life they want. Not that every person will be successful to the same degree or in the same way. In business, as elsewhere, some individuals have God-given gifts that allow them to play the game better than others. We can’t all be Tiger Woods, or Picasso, or Shakespeare, but anybody can learn how to play golf, or paint, or write a sonnet, and we can all learn how to be financially self-sufficient as well.”

I totally agree with this concept and see over and over that it’s the business owners that look outside themselves to continually learn and create smart habits that are the people who flourish. We can all be there and the message at the Summit is how to do it!

Make Referrals Pay Off For Everyone

July 20th, 2010 by victoria

Referrals pay big dividends for Amsted Construction and have the potential to pay big dividends for the people who provide them. Whenever the Stittsville, Ontario-based company receives a referral or testimonial from a client, it sends the person a preprinted thank-you card and encloses a lottery ticket. Company president Steve Barkhouse writes the words, “thanks a million,” on each card and signs it.

Clients tend to call up the company as soon as they open the envelopes. “They feel like millionaires when they receive the lottery tickets,” says Barkhouse. “Even though the monthly drawing hasn’t occurred yet, they’re already mentally spending the money.”

Barkhouse enjoys chatting with the appreciative clients and finds that they talk up the “thanks a million” program quite a bit to their friends and associates. “This client signed a contract and referred us to someone else,” says the remodeler. “That potential client also referred us to someone else. When we asked that person how he’d heard about us, he said he’d heard about the ‘thanks a million thing’ from his friends.”

The company mails about three to five thank-you cards and lottery tickets each week, ensuring a steady supply of referrals. That’s a great payoff from a $2 lottery ticket.

New Remodeler Wins Lifetime Membership to Remodelers Advantage University

July 15th, 2010 by victoria

This year, we participated in 30 Pro Expos presented by one of our top sponsors, Pella. Over 6000 people attended across the country and it was a great experience. Our best members represented Remodelers Advantage and presented a dynamic educational program and shared their expertise with the thousands of remodelers with whom they talked.

One of the ways we generated some excitement at the Expos was with a fun give-away. The prizes ranged from a set of our best-selling industry books to a Grand Prize of a 50″ flat screen television and Lifetime Membership in Remodelers Advantage University!

Well, I’m delighted to announce the winner of the Grand Prize: Ron Thompson, owner of Regent Remodeling in Imperial, MO. Ron’s a pretty nice guy because he chose not to receive the television but to donate the dollar equivalent to his favorite charity, Habitat for Humanity. That check is on its way.

He was even more excited about the Lifetime Membership and I can see why. Ron is like many of our members–learned to be a carpenter and worked for many years as an employee in other companies. When he was laid off, he grabbed the opportunity to make it on his own, along with the help of his fiance. He launched his company only a year ago.

So Membership in Remodelers Advantage University couldn’t have come at a better time for Ron. Instead of developing the myriad of systems, processes and procedures that a remodeler needs to insure success, Ron can just tap into our vast library of forms, ask for help via our private network, listen to audios from our award-winning members from across the country and basically, accomplish more in a year than he could in 10 years on his own!

From his response, I have a feeling that Ron is going to be a success story for us. We know that the sooner that someone jumps in and begins to use the resources we make available, the more profitable and controlled his/her business will be. So welcome aboard, Ron! We’re eager to see you develop.

Post Recession Strategies by Linda Case

July 14th, 2010 by victoria

As I listen to the drumbeat of economic news and predictions, I’m beginning to hear a refrain – that if we think (and plan) as though our buyers are going to return to unrestrained spending when this recession is over, we may be planning on quicksand.

For any of us who knew folks who had lived thru the 1930’s recession, their frugality was legendary. They saved those tiny bits of soap remnants, reused envelopes for making lists, put aside money religiously for a rainy day. Even though the Great Depression may have been 40 or 50 years back for them, they never forgot the lesson of how bad it could get and how fast it could get bad.

The hypothesis that is being written and spoken about is that, while this recession is unlikely to be as bad as the depression, it will have a lasting effect on buying habits even as joblessness improves, credit frees up, house prices improve. Entire generations may rethink and change their buying patterns.

An article in the Harvard Business Review (July-August 2009) by Paul Flatters and Michael Wilmott, called “Understanding the Post-Recession Consumer” puts some meat and detail on that hypothesis. The authors are trend trackers and the article lays out the trends they feel are accelerating and those they feel are slowing. A number are food for thought for remodelers.

Among their accelerating trends is discretionary thrift. While some consumers must be thrifty because of their lower incomes, this habit is now extending to many affluent buyers who “desire a more wholesome and less wasteful life,” note the authors. They go on to write that “Many postrecession purchases, we suspect, will be less extravagant versions of the originals.” If this trend takes place, it would appear that our remodeling consumers will want fewer frills, maybe even less extravagant square footage and more value for their dollar.

Along with discretionary thrift, the authors predict a dominant and lasting trend will be a demand for simplicity which will help to reduce stress. This may bode well for those remodelers who can simplify the buying process, streamline the delivery and package their services very clearly.

A trend the authors see as at least temporarily slowing is green consumerism due to the often more expensive price tag on green products. However, Flatters and Wilmott “expect green consumerism to recover and accelerate postrecession …as consumers regain confidence and disposable income to fully express their growing concern about climate change and the environment.” Many remodelers are selling sustainability because they are passionate about good environmentalism. Others are beginning to tout green because they believe it is fashionable or will help them sell. A temporary dip may well move them out of the market.

A second article, “Selling to the Debt-Averse Consumer” by Eric Janszen in the same issue of the Harvard Business Review suggests that companies will have to figure out “how to make do without the former life of the economic party: the monthly payer.” While not all remodelers involve themselves in the financing side of the business, many of their jobs are made possible by financing that the consumer obtains. Janszen advises – much like the previous authors – that “Messages that center on family, life simplification, and getting back to basics will appeal.”

The point is that the effects of this recession will be with us for the next decade if not longer. It’s clear that no one knows when our economy will be back on the road to health and what the long term fallout will be from generations of people learning that the stock market does not always go up, that even if they do a good job they may not keep their job, that houses do not always rise in value and that much of what they buy they do not need.

And that means we all have to become sleuths to stay up on just what messages those jungle drums are sending. Here are some ideas –
1. Gather economic information everywhere and all the time. In a month’s time, you can chat with a hundred sources in your market – your banker, your accountant, your plumber, your grocer and your fellow remodelers. Make a habit of finding out how things are going in your market.
2. Find some publications (paper or online) like this one as well as those writing about general business (I like Inc. and Harvard Business Review) that you trust and take time to read them. In today’s fast changing market, books may be too slow for gathering up-to-date economic information.
3. As you make changes in your company structure, offerings, systems focus on simplification, being user-friendly, efficient, economic, value-focused. Make changes that will work for you and your buyers in the long run.

It should be an interesting ride.