Welcome to Close it now, an H Vac sales training podcast with Sam Wakefield.

Here we'll build your reputation in residential H Vac sales to be the expert influencer in your market.

You'll get insight into the top minds in the industry as they share their skills and hacks to help you on your journey.

This podcast isn't just about selling more.

It's about understanding your customers needs and building efficiencies behind the scenes so you can sell more but work less while being top of mind when people think H Vac.

Now let's get started with your host of the Close it now podcast.

This is Sam Wakefield.

Happy December.

Welcome to this episode of Close It Now.

Super excited.

Today we are going to cover.

I've been getting a lot of questions lately about how a technician handles a one leg appointment when they're trying to sell a repair or IQ or something like that.

But mostly a repair.

There's a lot of technicians that you know, you end up going out and then the repair price either scares them or who knows what.

But there's some verbiage I want to cover with you today that will work most of the time to help that process.

There's no magic bullet for any of this y', all, but this is some really, really powerful verbiage that we can use at the beginning of the appointment that will get a much better result at the end of the appointment.

So this episode is for technicians specifically selling repair.

However, the psychology in the conversation, I hope you will see how it can apply to everything all of you do.

So that is the action item for today.

But first let's go over what is in your cup.

This is that time of the day, that section we're going to cover.

So what is in my cup today is fire department coffee.

I had come across, we came across this.

This is the original medium roast.

It's handcrafted coffee, small batch, a veteran owned company.

So thank you for your service.

Whoever owns fire department coffee.

I love the ingredient list.

It's.

It just says coffee so many times.

It's something else.

But I, I like it.

It's really good.

It's a red package.

It is.

Their medium roast is actually darker than most medium rests and the flavor profile, it's not super, super incredibly complex, but it is, it gets the job done.

It's got a good hefty amount of caffeine in it and it, yeah, I just have really enjoyed this, this batch.

So fire department coffee, give them a try.

Who, what are you drinking right now?

What is in your Cup.

What is the, what's the magic bean that you've got?

Is it coffee?

Is it something else?

I'm still curious who of you have tried the mushroom coffee?

Like mud water, some of the other stuff.

I yet to order that actually maybe I'll put that on my Christmas list.

This is actually days before Christmas, but hopefully somebody will hear an episode and pop me a bean for Christmas.

So that would be fun.

But maybe just my family.

But if you have, if you drink any of the mushroom water or mushroom water, mushroom coffee, let me know.

Pop me a message.

You can email me samloseitnow.net or join the Facebook group and I'm going to start a post today.

Okay, I'm going to make a note right now while we're talking about it to start a post for what the coffee list.

What's in your cup today?

Start post.

All right, everybody, let's take a collective sip of whatever is in your cup right now.

3, 2, 2, 1.

We get hit that together.

All right, Rock and roll.

So let's hop in here and get some of this, some of this episode done because I'm man, I'm excited.

There's so much going on this.

We're wrapping up the end of 2023, getting into 2024.

What are your goals for the year?

I'm super curious.

I know I have enormous goals for this next year and in fact, let's do this.

I'm going to cover, let's do a review on Instagram or on Instagram a review on Apple podcasts.

Because it is.

Yeah, this is, I love getting reviews and here's a good one.

Let's see.

Perfect H Vac sales pod from MX Sandy 12.

So easy to utilize the skills discussed a must.

So thank you for that five star review, MX Sandy 12.

I appreciate that.

And for everybody that's listening, if you've ever gotten value, please take a minute, go to your wherever you listen and leave me a five star review.

I would love that.

That helps this podcast grow and reach more people.

So who do you know that I can help?

Please share this podcast with them.

Share it with individuals, with sales managers, with owners, with wherever.

Because I am on a mission to raise the standard of this industry.

It's something I've become so extremely passionate about.

In fact, you're going to see some things coming in this neck in 2024 that to make it even bigger.

But just super quick, I'm going to cover the mission statement with you guys, our vision statement because this is how close it now is different.

And this is, this is what I send to everyone.

Within the realm of H Vac, we are spearheading a transformative movement.

Our goal extends beyond cells.

It encompasses every facet of life.

We're the driving force, inspiring top performers who crave excellence not only in their professional endeavors, but also in fitness, nutrition, relationships and personal growth.

Together, we're proving that we can indeed have it all.

Join us in revolutionizing the H Vac industry and unlocking our fullest potential, both personally and professionally.

That is exactly the point of what we're doing.

Because who cares if you make a million dollars if you have a heart attack and lose your family and your loved ones along the way because you don't have, you haven't created a life to have time with them.

So that is why, you know, here in December is the perfect time to start doing some life planning.

In fact, I'm going to record an episode that will drop probably next week on how to create your schedule around your core values.

And instead of letting your schedule run you and run you ragged into the ground.

And so we're going to do an episode on that coming up here really, really soon.

So yeah, let's get into today's content because I'm really excited about this.

It's something we were when I was in Shout out to Access Heating Air in Boise, Idaho.

If you are looking for a home that is an incredible city, an incredible market, they are doing things right.

So highly recommend.

I was there last, last week training and we.

The biggest question I get was there Severus technicians were like hey, we're having a hard time closing one leg repairs in the house.

Let's cover that.

So we did.

So let's get into that.

The mindset is that we have to remember is when, when a homeowner calls us when they call for a repair, especially if something's going on, something's wrong, something's not working right and it's a demand call for a repair.

They are not expecting to have to get quotes right.

They the, the expectation is you show up, you figure out what's going on, you fix it and then they're heating or cooling again.

That is the expectation.

The fact that so many technicians show up and leave with zero dollar tickets blows my mind.

Because we have to remember even if it's only one of the homeowners there, it's a one leg appointment and say the spouse or partner is out, the expectation of the other partner is to come home and it's working, it's fixed.

So the fact that that doesn't happen means we haven't communicated value well enough or we haven't asked for the repair.

Because when somebody's calling for service, they're not expecting to call around to get quotes and all these kind of things.

That only happens when you've lost, when they don't trust you enough or something is really out of, really out of whack besides what they expected.

Now, yes, it doesn't matter what your price is.

Everyone is going to get sticker shock.

It could be $5, it could be $50, it could be $5,000.

It doesn't matter the number first glance, everyone's gonna have sticker shock.

That's not an objection.

It's just, whoa, it's more than I expected.

Well, it doesn't matter.

So in order to become next level, you have to be able to learn the difference.

And this goes for everyone, learn the difference between an observation and an actual objection.

Just because somebody says, wow, that's a high price, doesn't mean it's always an actual objection.

A lot of times it's just commentary on what they're observing in the moment.

It doesn't mean there's even any resistance.

It just means they have to get used to it.

A good example of this is when I was in Raleigh working with air experts over there.

We were in this home and the gentleman said, we go through the system presentation and the project and the solutions and all of the go through everything.

And the end result was he looks at the price and says, wow, that's a lot more than I was expecting.

And then he says, before we could say anything else, he says, that doesn't mean I'm opposed to it.

It's just more than I expected to have to get take a minute to wrap my head around it.

And that was incredible, that self awareness of his.

But it also helps to solidify that there's actually two guys riding along with me.

I was training in the moment.

We debriefed that later because I was like, did you see what happened?

He was self aware enough to be able to recognize his comment about price was more of an observation than it was an objection.

The problem is most homeowners are not self aware like that.

And the minute they say, wow, that's a high price, what do we do most of the time?

Well, you know, maybe we can get a discount.

No, stop it.

It's just an observation.

First glance, oh, wow, that price seems high.

That is strictly an observation, it's not an objection.

So get really good at recognizing the difference.

And then, of course, the way to figure out is through what clarifying questions.

We've got to clarify what they mean by the statement or the question they're asking.

It doesn't matter the words that they're saying.

It's what the reason behind the question, the reason behind the statement.

So when we start to peel those layers back and look behind that first level, that's where you're able to clarify and get to the third level, listening of what's really going on.

So let's talk about this.

So in every appointment, there's the order of operations in your system, in your appointment.

And it's the same.

If you're doing a maintenance call, it's the same.

If you're doing a service call, it's the same.

If you're doing a sales appointment, the order of operations is the same.

The introduction, company first personal introduction, setting the agenda.

And once the agenda is set, we're going right into discovery, asking questions.

We've got to ask questions.

So.

And if you don't know, I do have a giveaway for every all the listeners to the podcast, go to the Facebook group.

The only place you can get it is in the Facebook group.

Go to the Facebook group.

Join the Facebook group.

Just search.

Close it now.

Sales training on Facebook and the Facebook group will come right up.

Join the group.

I will accept you answer the questions.

I'm not gonna spam you, but I do want to do need a little bit of information from you to let you into the group.

So join the group.

And in the files section is a questionnaire of what I use.

It's what I used in the field.

It's basically 10 years and like 18 different iterations before it landed.

The questionnaire that it is now, and it's really, really highly effective.

So go get that questionnaire, take it, make it yours.

It's my giveaway to every single one of you.

Change the logo on it.

Put your logo on it, whatever you want to do.

That is my gift to you.

It's in the file section of the Facebook group.

So go join the Facebook group and go grab that for free.

Most other trainers in the industry charge a few hundred bucks for the questionnaire.

I give mine away.

I want you to be successful.

So now when we're in that questionnaire process, one of the questions is, how many adults and children live in the house?

How many adults and children live in your home?

And which is a really graceful way to ask that question.

How many times have you gotten stumped in the past when you're trying to ask that question and was like, well, does your wife, your husband.

I started using partner for a long time, but really this is the best way to do it because even if you get the right, you know how many people live in the house?

Well, they'll be like, oh, seven.

Well, you have no idea who the adults are, who the kids are.

Decision makers.

Most importantly, we're trying to find out about decision makers as well.

So we want to know the total number of people so we can do our load calculations.

But also we need to know about decision makers.

So this question accomplishes several things at the same time.

So when you say how many adults and children live in the house?

That is a really powerful question because it's going to direct us into how we're going to handle single leg appointment or not.

Also I heard really recently I heard a kind of a follow up to that would be who all you, who all can change the thermostat at the house.

You can make it fun, make it a joke, but that's also going to tell you about who's got the power to make decision maker, be decision makers in the process.

But more importantly that that's a little more open ended.

It's like how many adults and children live in the house?

That's going to tell you, okay, great, there's two adults and there's one.

I'm sitting here looking in the whites of one person's eyes.

Where's the other one?

Okay, so then basically going through the appointment.

So this is, and you can use this verbiage for sales appointments too.

But this is specifically we developed for technicians selling repairs.

So it says we will.

So basically we're asking the question, hey, how many adults and children are in the house?

You know, live in the house.

Great, perfect.

So here's what we're going to do.

We're going to show you exactly what it will take to fix the problem and how much it will cost.

Who do we need to include in this conversation to make sure we can get you up and running today?

Get you up and running, get you up and cooling, get you up and heating today?

Who do we need to include in this conversation to make sure we can get you up and running today?

And that will, that'll clear out the mystery of who is going to be involved in the decision process.

That's going to clear out the mystery of so much of that, you know, how many adults and children live in the house?

It's one leg, right?

We need to know you know, they'll, they'll tell you, oh, it's my partner, it's my, it's also going to give you the, the answers to, you know, sometimes it's like, oh, it's my dad that lives across town or states away, or, you know, it's my uncle's neighbors, brothers, sisters, Billy Bob four states over that has an air conditioning company.

It doesn't really matter.

We're building trust and we're asking them, who do we need to include in the conversation to make sure we get you up and running today?

Especially on a repair.

It's down, they need it fixed.

So it's just basically being professional telling them, look, we will figure out what's going on with it.

We'll show you exactly what it's going to take to fix it.

Who do we need to include in this decision to get you going today?

And doing that at the beginning, that's going to clear out.

It's going to make the end so much easier for you.

So everyone send this episode to your service departments because it's going to make a massive difference on the, on the average ticket for your service tax will make a huge difference on your, on your company's revenue.

I was working with a company recently there.

They'll remain nameless.

But between the service tax, the average ticket right now is $302.

The goal for this next year is for the service tech's average ticket to go to $350.

Right.

And so what that will do.

It doesn't seem like a huge difference.

However, what happens is when you go back and you run that math, that's going to change the revenue for the company by $250,000 net at the bottom.

Net at the bottom, you know, at the bottom line at the end of the year.

Right.

Which, that seems big.

But here's the thing that's without changing a single thing in the organization.

So we're creating, we're going to be creating $250,000 in profit by strictly helping the technicians raise their average ticket from $302 to $350.

Now, I know we're going to go higher than that, but that's a really conservative goal.

It's going to change the revenue by about $250,000 in profit.

Now, the craziest part is if we didn't do that and we tried to grow the profit of the company by $250,000, we would have to grow the entire organization by about $3.6 million in top line sales, top line revenue to Create that much profit at the bottom line.

So it's either add trucks and people to be able to do three and a half million dollars worth of top line revenue, or we get a little more efficient with a couple tweaks in the service department and we're adding the same profit to the bottom line.

Which do you think will be easier to accomplish and which do you think will be a much more, much more attainable within a. I mean that can be done in three months, not to mention, you know, a whole 12 year or 12 month program.

Right.

So it's insane the difference what happens when we get a little more efficient with these small tweaks that are immediately applicable right away.

So remember, success happens at the speed of implementation.

So that is the language around that when you're at the beginning and you can use this for service, we can also use this for sales.

Right.

So how many adults and children live in the home?

Perfect.

So then we go through the agenda.

We're going to work together to come up with a project and proposal that you'll accept.

Sound good?

Perfect.

Who do we need to include in the conversation to make sure we can get, you know, get you started today?

Right.

And so once they agree to that, then it's like, cool.

It's no problem.

It's no, it's really no problem.

We're here to solve your, you know, give you solutions to your problems.

Because we're not here to sell boxes.

We're not here to sell strictly appliances.

You know, if you're only talking about the model number, serial number and brand, you are a commodity.

I'm sorry, you're just like everybody else in town.

If now you're talking about what are the problems you've discussed and then here are the solutions to your problems.

It just happens to include the model and serial number of this appliance as part of the overall solution.

Now we're not comparing model number to model number, price to price.

It's not a commodity anymore.

Now we're talking about a common, complete solution for the problems you said you had.

It just happens to include this equipment in the solution.

And now we're not comparing apples to apples.

Now we're comparing like apples to steak.

Right?

Huge difference, Huge difference.

So you have to, you have to change your verbiage.

You have to correct your verbiage around and your mindset around the project.

If you keep the spotlight on the price, then you're, it's a losing battle.

If you keep the spotlight on the solutions to their problems, that is when Price objection goes away.

That's where the three bids objection goes away.

That's where they have to talk to so and so goes away.

Because we're so hyper focused on showing them with certainty this will definitely solve the problems they say they had.

And when they know with certainty it will solve the problems they say they had.

You're not going to deal with any of the other issues, the other objections, because they finally found somebody that can solve their problems.

So that's what it's all about.

And I totally learned something, actually.

I learned a new expression and this is super powerful.

Thank you, Jared, up in Boise from the for this quote.

When we're talking about price, when we're talking about price, this is price.

This is priceless.

This, this statement.

I'm adopting it.

When here's a great rebuttal.

If somebody says the price is, you know, their price is lower, say this, say they are in the business of repeat customers.

We're in the business of building relationships.

Their price is lower because they're going to be cutting corners because they know they're going to be back out in a short amount of time because what they're installing is not going to last.

They're in the business of setting you up to be a repeat customer over and over and over to give them a lot of money because they know what they're doing is going to break in a shorter amount of time.

We're in the business of building relationships.

We want to do it once, touch it, touch it once, do it right.

And so you don't have to deal with it again, you don't have to worry about it again.

That's why we're in the business of building relationships.

So thank you, Jared.

Appreciate that, brother.

It is a huge shout out to you.

You are a rockstar.

And he is implementing the process up in Boise and is killing it.

Fight, fighting to the end.

Get the cool testimony.

Just the other day, the day that we worked on this, he went out to a homeowner's house.

The homeowner was talking about doing the repair.

This was on a maintenance call.

So, you know, things are reading out of range, but it's working.

And the homeowner is talking about, well, talk to me in the future, we can talk about this repair.

And he hung in and closed it, ended up closing it now and did the repair right away instead of waiting, you know, the homeowner waiting to do it.

And so great job, man.

You're killing it.

Success happens at the speed of implementation and that's truly what goes on, everybody is we've got to get really good at just staying in the saddle longer.

Stay in that batter's box.

And the longer we do that, the, you know, just asking for the sell several times instead of once.

Don't let them get away with saying, okay, well email me this and we'll think about it.

Don't let them get away with that.

Say, why are you waiting?

I showed you it's broken, right?

I showed you it's out of range.

So don't.

Just don't let them get away with that.

It's all mindset, everybody.

It's, you know.

Yes.

So the verbiage is powerful, but 15% of communication is the words we say.

More importantly is working to become someone worth buying from.

So that's why I'm actually here's kind of a fun announcement.

I'm starting a book club.

It's going to be free to join.

So you have to be in the Facebook group to join the book club, but join the book club.

We're kicking off in January and it's going to be a once a month.

We're just going to hop, get together, hop on Zoom and discuss the books that we're talking that we're reading, right?

We're going to be reading sales books, we're going to be reading mindset books, philosophy books.

We're going to be reading like all the hardcore stuff to grow you as a person, right?

I'm not here to just help you sell better.

I'm here to help you up level as an individual, be a better person, show up for your family, show up for your community, show up for your friends, right?

Be the person that when somebody in your family has like this emergency medical and they need $200,000 for an emergency surgery, be the person that can write the check and take care of it.

Be that level of person.

And so that's a huge, huge, huge part of why I'm starting the book club, which is going to be great.

So doing the book club, we're redesigning the virtual program a little bit so it's going to be even more impactful than it already is.

So really excited about that launch.

The book is coming along.

So it is, it is almost, almost done.

So I'm super excited about that.

It's going to be coming out soon.

So much is happening.

If you want me to speak at your event or you know of someone who, you know, someone that has an event that would like a speaker, I am, as you can imagine, I'm pretty freaking impactful from the stage.

The, the lives that are changed strictly from, you know, from speaking are pretty incredible.

So have them message me or you message me.

I, in fact I'm happy to come.

Do you know your company Christmas party, different events schedule me, I'm happy to, I love, love, love speaking events because it's one of my passions.

So let's do that.

And yeah, so much is happening.

Last couple of announcements, super quick.

Definitely make sure to leave me a review on Leave me a five star review for the podcast.

I appreciate it wherever you listen.

Door to Door con is coming up end of January25,26,27.

You can get your ticket@h vacdoors.net use the code SAMW10 for a 10% discount.

It is going to be incredible.

Lance Armstrong is a speaker.

Chris Voss, who wrote Never Split the Difference and runs the Black Swan Group is going to be a keynote speaker.

Of course.

Sam Taggart, Shaun White, multiple, multiple time Olympic gold medalist and myself.

I've got my own session I'm really excited about.

Is going to be incredible and blow the doors off.

So super stoked about that.

Come hang out with me.

It's going to be a fun event.

Salt Lake City, it's gorgeous in January and the tickets are incredibly cheap for one but they're even cheaper when you use my code SAMW10 for a 10 discount.

Bring your team.

If you're ready to explode your company this year, it does not matter what the market is doing, bring your team.

You will be so on fire.

We, we will get you set up and then, and obviously connect with me.

We'll get you set up.

I'll show you how to recruit train door canvassers to explode your business at insanely low roi.

I mean insanely low investment, a huge roi, insanely low new client acquisition cost.

And so that is what we're doing for most companies.

I'll tell you what, you don't even, you don't even realize how big it can get.

If I put together a team of three people, most companies could not handle the volume that three people setting appointments could do.

It's insane how fast it grows.

So reach out to me.

We'll get you set up.

But yeah, so this is exciting.

We've got coming into the end of 2023, what are you doing for 2024?

What are you doing for goal setting?

Going to really, really considering.

I think I'm going to do it, put together a goal setting session.

We're going to do that on via Facebook in the group.

So join the Facebook group.

Watch out for that.

The announcement's going to be coming up and other than that, y', all, I hope this was some valuable content for you today and I'm super excited to see what you can accomplish across the next 3612 months.

And thank you for bringing me along for this ride.

It has been an incredible year everybody.

I love you all.

Thanks for listening and until next time, go out save the world one heat stroke at a time.

Go save the world one frostbite at a time.

Thanks for listening to Close it now with Sam Wakefield.

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