Growing from $5 million to over $100 million came down to habits, not luck. Here’s how I’d rank them. Booking rate tracking, answering Saturday calls, handwritten notes, and showing up early are all near the top of the list. The handshake deal is the one habit that didn’t survive the years. Do you agree with the ranking, or would you move something?
@officialchadpetermanTranscript
We've scaled from 5 million to over 100 million. Here's my tier list on the habits that actually impact your results. - Answering the phone on a Saturday. - I'll give that an S. You should be answering your phones all the time. Even if you can't get a technician out at two in the morning, answer the call, get it booked, and make sure the customer knows that you're gonna get them taken care of. - Tracking your booking rate every single day. - S plus booking rate is the key to making your marketing work and putting work on your technician so that they can deliver results. - Giving handwritten thank you notes. - S plus for me, I've been doing this for years. Make sure they're handwritten. Make sure they cite a specific example if possible. We do this for a ton of employees, especially new hires at about the 90 day mark to make sure that they still know that they're valued. - Providing six options with every call. - This is S. Six options is key. There are some departments where we allow them to offer less maybe HVAC maintenance. However, more options closer to six that you can offer, the better results you're gonna have. - Showing up 10 minutes early. 10 minutes early for me, I'm always early. I would say that is an S plus. I love being on time and making sure that I am showing up as the person I want to be recognized as. - The little free fix on the way out. - I think again, this is probably an S. You're doing the little things, making sure that the customer knows that we're not just there to do the work. We're there to make sure that they have extremely enjoyable experience and they know that we care about them. - The handshake deal. - Handshake deal. I'm not a big handshake deal guy. I would probably give that a B. I think that was big back in the day. However, not as big today. - And following up on a let me think about it. - Follow up is key. I would give that an S. Often times customers need to think about something. Services we provide sometimes can be an investment in their home. When someone's making an investment, you don't just make a snap decision. So making sure we follow up and making sure that we take that to the end. What do you think? Do you agree with my tier list? Let me know what you think. Follow for more.
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