Year In Review

Speaker 1

0:01

Welcome to eight vac success secrets revealed a show where we interview industry leaders and disruptors, revealing the Success Secrets to Create and unleash the ultimate age back business. Now your hosts Thaddeus and Evan.

Speaker 2

0:15

Hey, what's going on everyone? Welcome back to HVAC Success Secrets Revealed where we have good conversations with good people. And any good conversation is worth having drunk. Cheers. Good, buddy. Cheers. Cheers. Cheers. To all our listeners. I hope you saw everyone pour themselves a nice drink. You're sitting back relaxing. We're 10 days until Christmas. And hopefully you're pushing hard to finish the year strong. I know we are you

Speaker 3

0:38

sir. I was tempted to just pull out the bottle and surgery constraint from it.

Speaker 2

0:43

We remember what happened on those episodes. It doesn't always end well. So

Speaker 3

0:47

no, there was one. There was one after hours. I remember that we were done at three o'clock our time. And I think you took like a 45 minute phone call. And I was still on with our guests at 536 o'clock. That was a fun after hours. While

Speaker 2

0:59

it was a good afternoon that was before that had a baby. So he was allowed to stuff like that. Yeah, welcome back, everyone. As you've noticed, it's just the two of us today. Because this year or this show, we're doing a year review a little flashback over the last year, the 50 Odd episodes that we were able to squeeze in this year, it was a fun fucking year, a lot of great great guests. I know we're not going to get to everyone in this episode. But literally, we have to pull like a 32nd snippet from each guest. And we would be done in 30 minutes off of that it was a fantastic year, and there were so much knowledge that was packed into it. So we're gonna fire through some of the key nuggets that we pulled from this year, some of the key lessons that we really loved and pull out some of the notes that we took from those shows. But we'd also love to hear from all of you. So anyone that's listening live to this episode, feel free to drop it in the comments, any of your favorite nuggets that you pulled from the show over the year, we've had some phenomenal, phenomenal guests on the show and excited to fire through this and into next year. Because we've got some great guests already lined up for next year. We're already booking into mid February now. So I'm excited. I think that's a viable intro.

Speaker 3

2:07

But also, if you're watching this on a replay also drop into comments, we do get back to those as well after the fact that some of your favorite highlights and some of your favorite takeaways on that. But I do just want to say from really the bottom of my heart. And I know Evans hard as well, to thank you the listener for tuning in with this journey that we've had. I know we kind of did that one year episode A little while ago, we kind of got a little sentimental, and I might have almost cried on on the show before it. But it's funny because after that I looked, a memory popped up. And it showed I think with our episode with Jason Julian and going on Zoom, and just the progression that we've been able in the journey that we've been able to go on because of the guests that we bring on and because of the viewers watching the show to be able to bring it in the format that we have now. So thank you, for everybody who watches and listens we can and we go it's

Speaker 2

2:55

been a fun journey. Really fun journey. Yeah, well, and since you brought up Jason, we want to touch on a couple of lessons even from him. Like he was one of our very first episodes. I think he was number two that we had on the show. And he's doing some really cool stuff right now when it comes to marketing and really getting hyperlocal with it. Obviously we do he's a client of ours, we do his SEO and manage the website and we just recreated his website again, just to fresh it up and help them rank even more. He's doing something really cool with local coffee and are you chatting with him a little bit about that. So when you share it

Speaker 3

3:24

Yeah, so one of the things and I think he actively puts this on his on his Facebook profile is so what he does is he goes out to a local coffee shop and he gives them a certain amount of dollars. I don't know the exact number and he says cool I'm gonna buy all the coffees up until this money is gone. But you have to slap a sticker on Julian Heaton there with his name is Father with His coffees, thanks to Julian he Nair. It's one of these things when you do it on a hyperlocal level to within his communities, less than 12,000 people in his hometown, but he's doing this on this hyperlocal level that people see this as a goodwill. It's a branding thing. It's just a straight branding play. And people will see that and they say, Oh, that's awesome. Thanks, Julian. He never but if he continues to do that, now he builds this Goodwill for the community. And those are that's the community involvement that you can get into once you have a great brand and online strategy in place. So

Speaker 2

4:11

100% Well, and I know Amanda triolo Another one of our guests we have on the show she's doing this as well with her grasshopper go grasshopper heating and air up in New York. She's doing the same thing where she's throwing stickers on the side of the cups, buying coffee for people, and it's one of those things if you've ever heard the term guerilla marketing, it's disruptive marketing meant to create a viral experience, right? Tommy Mello did the same thing where he put a billboard upside down in a community, right? When you can create a marketing experience that's giving back it's adding value, and it's unexpected. It goes a long way. So thinking about marketing a little bit differently and having a little piece your marketing budget going towards experimental things that also add a lot of value to people and if something comes back because of it, great. If not, oh, well, you made a big splash and I'd rather have people talking about me than me. You're relevant to them. Yep. So we've even

Speaker 3

5:02

seen that in some of our some of our episodes when we have certain guests on people. I don't like that person. Okay, cool. You know what we might not have liked that person either there's been guests on, not necessarily in in any particular case, if the person is watching, like, oh, that's been on? Oh, no, there's been a handful of guests that we've had on that I know that I haven't liked, but the people have the conversation behind them. And they are having this conversation. So front center behind that. But the idea again, is of the shows to bring the value totally well, and

Speaker 2

5:27

also like putting the idea of liking someone on one pedestal versus respecting what it is that they've done in their business. Regardless, if you've liked the tactics they used to get there, there's still a level of respect that you can have for the work that was put in to get there. And within that, there are some lessons that you can pull from it. I'm not on this way. When I sit, yeah, in no way would I say, hey, go model someone that you don't like, I think there's a big difference there between core values and things like that, that you can get into we are going to talk about culture a little bit on here as well. But definitely being able to extract those lessons is a huge growth curve.

Speaker 3

6:00

Well, anything we're lessons in extracting and putting into different categories. How do you classify all these different things into one thing, and has the seven powers so that's his contract contained? And when you break those down, like they all fit into this? You know, I remember having him on the show, and he walked through all seven,

Speaker 2

6:15

July 7, by the way, July 7, perfect. Seven Day seven powers. There you go.

Speaker 3

6:22

Ah, was it actually on? Yeah, seven, seven. Wow, that's actually my anniversary, seven 717. There we go. Probably shouldn't have said on the air. It's actually not my password for anything. So we're okay, I think except for part of my Wi Fi. But anyway, so the seven powers planning, and we're not going to go into deep dives on these, a lot of our snippets fall into the seven things. So you're planning your operations, your finance, staffing, marketing, sales, and sales coaching our has seven powers. And really, when you boil it down, those are your seven things that you need to focus on as a business

Speaker 2

6:53

100%. So with that, then let's get into finance a little bit, because we had a bunch of guests that were talking about finance between Patrick Lange and Brian Cohen, both of them running businesses, where they're helping in acquisitions. So whether you're a business looking to sell or your business looking to purchase and acquire more business, both of them wealth of knowledge when it comes to that sphere. So what was some of your lessons from that?

Speaker 3

7:15

i Sorry, I was trying to go to the numerology one look at this guy. So I think the big thing like when you look at Patrick and Brian, specifically, and having them on the show is there's I have a lot of lessons that I can take from that. And one is make sure that your books are in order, you want to sell your business eventually, and you want to create that enticing enticement for people to look at your business as a real structured business and get a great return on it is making sure that your books are in order, hiring that out. And having a great accounting staff, great bookkeeping staff to make sure that is there. And everything is itemized and expense accordingly with that is is a huge thing. But the other part and having Brian on was don't be scared of taking on investors into your business, especially if it's structured and done the right way. Because you can leap forward a lot faster in a business by taking on certain risks and calculated risks with certain investors,

Speaker 2

8:03

correct? Well, it's funny, I was having a conversation with a guest that we're going to be having on in February, who've successfully sold his business. And he was talking to me about two friends that he had that sold their businesses as well. One did double the revenue of the other. But they both sold for the same amount because their EBIT was the same. And I know that's something that both Patrick and Brian got into was knowing that it's not your revenue that is going to determine the ultimate value of your business. It's that EBIT us. So understanding that I think is really important, which again, comes back to getting your books in order which we had Lee Jamison on the show early on as well. He was December of last year, and he was talking about the KPIs as a business owner, do you know what your gross margin is, as a business? Do you know what each level of your marketing is adding to your business and understanding what the budget is on all of those things? How much are we paying per lead per sales conversion on each level of marketing? And I thought that was really fantastic. Heather bargainer that we had on the show just a few weeks ago, CFO, someone who understands financials on a really, really deep level, right, again, do you know your margins? Do you understand your breakeven point for your business? That's something that not a lot of people talk about. And I think when you actually look at your business, and you say, Okay, well, it's a million dollars, it's half a million dollars, it's a quarter of a million dollars, it's $5 million, whatever it is, for you know, what your breakeven point is for your business in order to cover your operations for the year. Obviously, equipment costs are not factored into that because that's factored in on each sale but an ideal gross margin margin should be around 55% 45 On the low end 55 on the solid and ideal net profit being around 15% Are you hitting those numbers? Do you actually know what your numbers are? They haven't gone into that really deep and I can't I fucking love that conversation with her she was great. Yeah, in speaking to

Speaker 3

9:53

Heather and what they're doing to Travis Smith, oh to in Scott eating, and they're taking this to a whole next level. And then you think about Like, how do you create a culture? How do you create the things within an organization to be able to help give back to your employees in I know, Ian Shanice HR guy talks a lot about on the show. And we'll circle back to HR guy here in a second. But you look at what Heather and Travis are doing. And I want to I actually, I dropped it on their posts, and I really want to get them onto the show to be able to go through this workshop, or maybe we spent something off and do something separate an audit, but they took their team and in and they gave them financial training through their team, to their employees to say, Hey, guys, here's how you can actually set up a retirement fund, here's how you they broke it down. But 2028 year old were 29 year old, their training was worth $3.2 million. Because if they follow their plan, that's how much they could save by the time they came to retirement. And so it's just these extra things have gone that extra mile. And we've seen that in a lot of our top level guests, they go the extra mile for their team and for their people to be able to do those small things. So

Speaker 2

10:54

it's huge. And I think one it's adding value to your team. So that's great. Yes to it's actually helping with your retention, because for the people who are chasing money, when they see you putting that level of care into their future, are they going to leave now to go run their own business? Or will they stay with you? Are you opening up what it looks like for them to run their own business versus stay with you I know Tersh talked about that, oh, he had one of his top people at his in his business Tersh Blissett. What service business mastery is the podcast that he runs. And then he also runs a business called service emperor. But he got into that concept. And he had someone working at his business where he opened up his books said this is what it takes to run a business and show them all of the working pieces of running the business, they no longer wanted to run their own business. They said this, it's easier for me to stay in my role here and make a good income. Now you couple that with what Travis and Heather just did. And you showed them the future of what their life could really look like and the full opportunity of what it looks like to work with you. So I think that was a really key thing. And I loved both of those things. Well, and you look

Speaker 3

11:59

at well back to that what does HR mean? Most people think is paperwork. Most people think is that boring shit. Yeah, okay, I

12:04

think it's Toby from the office. But that's that's what people

Speaker 3

12:07

think about HR. Like, when I think about HR, I'm like, There's no fucking way I'm going to be able to be because I probably tell somebody fuck off. And then I would probably get a lawsuit coming my way. So it's just like, I just have a layer of insulation on that. But, you know, HR is company culture, its operations, its morale. It's having all of those things together in all those things that we talked about build into that.

Speaker 2

12:28

Absolutely. Speaking of someone who has fantastic company culture, Stacey fors tuning in from the beaches in Hawaii, Jonathan aloha in the chat. Thanks, Stacey. Thanks for tuning in from the beach on vacation. I just

Speaker 3

12:42

want to say Hawaii is lol Stacy, same thing. She's There's no fucking way I could do HR me as well. So, yeah, so there's just yeah, there's a certain level of finesse that I just don't have. I'm a very black and white and I'm gonna steamroll you over because they see your potential and they don't necessarily care about the relationship. But although I will say Hawaii is we went to Maui still one of my favorite places that I've went absolutely gorgeous out of this world. I don't think you guys are on Maui. I think you guys are in big island. But nonetheless, still amazing. But you look at what's what Stacey did, right, Stacy? Mike, they had their business and they were doing seven figures. And they're like, they couldn't keep people they couldn't retain talent. And they're like, Okay, well, what's the problem? And they looked in the mirror and they said, it's us? No, we're the problem. We need to create a better company culture. So they actually scaled back their business, brought it down to re put it in pillars into their organization, do you able to rebuild it healthier and stronger than ever? And that don't don't just get that by the way, you

13:36

can still make changes in your business, if you need to make the changes. And if you're committed to being able to do it,

Speaker 2

13:41

why don't they rebranded? Yep, triple play home services, love the brand, still waiting for my jersey, but whatever. But the another thing was, and it was funny, I talked to Stacie at in while we're at the service hero TEDx event in Vegas. And they were going to take their core values, they had 15 core values, I think it was at the time. And they wanted to narrow that down to be really concrete and succinct and specific, so that every single one of their team would be able to reiterate, yeah, they would be able to reiterate exactly what it is that their company stands for. And now you can hire against those core values. You can train against those core values you can promote against those core values, right. And they've got this now painted on their wall in their office. I saw a picture on Facebook, right commitment, stability, revolutionary growth and accountability. Those are the pillars that their business is built on and it's really admirable, and John shirt that was on our show, he said and I quote, don't compete for text with wages, win with culture. That is what is going to define your business and being able to hire the best people and bring in the best quality talent on top of that. This guy hasn't been on the show yet, but we're gonna have him on the show. Eventually Billy Stevens I was listening to another he was On service business mastery yesterday, and he was talking about maintenance agreements. And the reason why he can hire the best techs in the offseason is because their business Billy go, which they created strictly so that they could have Sarah and create Sarah for it and have a testing platform for it, they have 1700 maintenance agreements. Well, that's eight months worth of maintenance calls that they can go and run. So of course, they're going to be able to hire more techs, because even in the slow seasons, those shoulder seasons, they're able to hire more people and have top talent coming in. Now you couple that, with what John talked about what Stacey is doing, and you've got a winning culture,

Speaker 3

15:37

sorry, is responding back to Stacy, what numbers and ending overs 25 is up for grabs? And my response was the 18 year old meat in me wants to say 69. And so although on the topic of that, we asked Brittany Weaver what the best part of waking up are the best part? Best way to start the day is as she said, sex. So there you go.

Speaker 2

15:57

The highlight of every show just about as the random question generator and took the cake on the year for that 102.

Speaker 3

16:03

What's actually funny, we did not pull up a random question for you and I so we didn't know. So Well, I think we still can't do but to shift in the focus a little bit odd to like it never got tackled, where we'll set up the business to culture, the pillars for those things. Now you instead and we've touched on staffing a little bit too when it comes to marketing. And you look at okay, you've got all these things, how do you grow the business? And I used to think and this was taught to me is that okay, well, you want to plan your marketing budget for the next year, you take what you did in the current year, and that's your marketing budget. So if you want to spend 10% back into marketing, okay, you did I'm gonna make my math easy for me. I'm just gonna say a million dollars for your business, you want to spend 10%? Okay, $100,000, where's that going to get you and you kind of work backwards from that. But when we had Pete and Alicia green on from Go Green Plumbing and Heating, they actually look at it completely different. Okay, if I want to grow to a $2 million per year business, what sort of a marketing budget do I need at a $2 million level, and I want to spend 10%, again, I'm using whole numbers, it could be anywhere from five to 15%, maybe 12%, depending on your growth, and where you're at in the business and what you have in play in your planning, etc. So they say, Okay, I want to go from million to 2 million, I need to spend $200,000, that's 10% of 2 million. So we're focusing on the look forward part of things in acting as if you were your business doing $2 million in marketing as if your business doing $2 million, and you'll have that success. So it was a different mentality shift that I know it's stuck with me after that episode because it's reframed my way of thinking about marketing budgets.

Speaker 2

17:33

No, definitely. And I think another one that really resonated with me around marketing budgets, specifically, was Dan Ansanelli when we had him on the show, and he talked about and he's referenced this numerous times. I've re referenced it on the show numerous times was the quote from Roy Williams, overspending in advertising is the tax you pay for being unremarkable. So now making sure that not only is your marketing on point, and you're projecting forward and continue to budget forward, but also making sure that your brand is on point in spending the time to invest into your brand to make sure that you are memorable. Now, quick plug for us. For those of you that do not know how to build out a marketing plan. Last week, we did a webinar that did an amazing job talking about the why of why you should be going after your goals, what to chase for your goals, and specifically, the ideal client that you are chasing after with your goals. So he got really clear on that, go back and watch that webinar from last week. It's on YouTube and on our Facebook pages here. This week, tomorrow at 6pm. Shameless plug, we're doing another webinar, and we're getting into the how of what it is that we're going after. So if you want to register for that lp.on purpose media.ca/webinar is the address that you can go and register for that. And we're going live on YouTube live on our Facebook channels. And we're going to be diving into exactly how to get those goals and how to spend your marketing budget. So I'm looking forward to that.

Speaker 3

18:56

It's gonna be fun. I get to play the background and respond to all the comments and have some fun on that one. So it should be good. That's it. I was trying to pull up my random question generator and my computer has just went to absolute trash mode.

Speaker 2

19:09

Sorry for you, but okay, perfect, but I can't ask you one then I'll ask myself. The second one. How's that? No, that's

19:15

no fun.

19:17

All right, what's something that few other people know?

Speaker 3

19:19

What's something that I know that few other people know? Well, I gotta go with this. It's actually my first ever time on an airplane is I was 20 years old and I jumped out of the fucking thing. That was my first ever experience on an airplane. I actually I watched it as a contest back selling knives. And people thought I was crazy that I was a 20 years old and my first time ever on an airplane. And b i decided to jump out of it.

Speaker 2

19:44

So there you go, Everett to answer your question and someone's gonna send me a hat. It got lost in the mail but so we'll we'll send you another one.

Speaker 3

19:52

Or you can go to on purpose media.ca For slash swag. I'm gonna guess in you can buy one There you go. I love to read Question. I'm just actually currently looking. All right, how much damage could your best friend do to you if you ever had a falling out? Well,

Speaker 2

20:07

considering that, hey, there you go, lions don't buy hot. That was last week's Hot. Sorry, considering my best friend is my wife, I would say like really bad, really bad feces, the darkest parts of me. So

Speaker 3

20:23

every intricate detail of anything that could possibly be put out into the public eye. Absolutely. I do want to actually talk about public art. And that's something that came from, I believe, Jason Julian and a few others that we've seen do this was on gene sites platform a little while ago, talked about kind of a ninja hack and a way around Facebook's pay to play marketplace for business pages. If you have a business page with 1000 followers, nobody sees that shit very rarely. And so after requesting her now, but it is a is a ninja hack away around things. Don't be scared to talk about and plug your business and do all those things on your social media profile. When you look at some of the people that we follow in the space and a lot of other successful individuals in the space. It's all their personal profile. And people might think, Okay, well, I'm a very private person, I don't want to share that. Okay, well to share that. It's literally that simple. I know, I had the same paradox myself when we first started this journey. And one of our coaches was like, Okay, well optimize your personal Facebook profile to be able to do the things you need to do with your friends list. And I was like, Well, I don't want to do that I'm private person. So what did I do, I spent, I think, three, four hours going back through every single post from the beginning of time, deleting ones that I thought. And then every now and again, the memory pops up. And like I could have been one of them. I didn't want to delete but worry about it. And funny like talking about lions and sex. And once a year, they make for like a week, straight every hour on the hour. So I thought that was kind of funny. But the point of it is, is that you can share whatever you want to share. And you don't have to share the other stuff be strategic behind that. And more people can see you and your growth. But here's the other thing is that your friends and your family, that's the other part that people might think, Oh, I might be scared of offending my friends and family, you know, they're gonna unfollow you, if they don't want to see your shit, if they want to continue to see your shit, and they want to support you, they're going to continue to watch it and see your growth in a business as well. So it's just a neat little way to be able to hack the system of it. Well, I

Speaker 2

22:14

think the other side of that too, is the Facebook algorithm is only going to serve people content that they want to see. So if they're not liking it, if they're not commenting on it, it's going to stop showing it to them anyways, you and I both have over 3000 friends on Facebook right now. And so we can't possibly see every single person's post, I don't see anyone's posts that I went to high school with. All I see right now is H contractors because that's who I interact with. That's who I talk with on a daily basis. And marketers, that's the other side of it is other like business consultants and marketers. But that's primarily all I see in my Facebook feed. So I would highly encourage everyone to make sure that you're at a very minimum, share your business posts to your Facebook profile. Even if you don't want to turn your personal profile into a business profile, at least share them on there because people want to know what you're up to. And they really care about it.

Speaker 3

23:02

But we had somebody that Brian Russell forgot to train his team this week after hanging on our podcast, so that was yeah, that's nice. That is

Speaker 2

23:10

Russell on our show was fantastic. I mean he fit right in as far as how much he was cursing, even curse more than you it was fantastic.

23:18

But St here

Speaker 2

23:22

there was a lot of lessons I pulled from him as well. Gosh, remember right now but no, Russell was great. I really loved having him on the show. He was great. And then he went on to do the service Titan podcast right after and I think that was one that you probably listened to that ever got

Speaker 3

23:35

it right after so no filter that was the biggest thing like he was a straight shooter. He said what it is that he wanted to say when he needed to say I know some of the things he's been talking about lately is the Google reviews showing people that like when he gets his bad reviews from it it's just he doesn't affect him deep heartedly like some people get in there and I will talk about one star reviews because then we have Brian Welcome to the show a little while ago on there about it but I think that was interesting with with Russell forever is that he talked about two things specifically that I remember is one topic right set up I got to watch the comments on the other side was the whole texture and owner figuring that part of things out and saying okay, I have I was a technician. I noticed a gap in the marketplace in terms of where he wanted to do his business. He transitioned to being an owner in the business sorry, his own, and a lot of the learning experiences that went behind that but the other part that he chatted about was adding on his services. So he started he started electrical and he added on h fac and walking through the scenarios on how he did that was very interesting, very powerful for that and I thought that was great.

Speaker 2

24:40

I did love both of those lessons. All I could think of with him was Dominican Republic because that's where he loves to vacation to and where I'm moving to and and also rom because he loves his rom So yeah, that was really the only two things that came to mind. I was like shit that's not really helpful for most people. Jason Walker just said, what's up, boys? Good to see you, Jason, thanks for joining us, brother. We just had him on the show last week, and he dropped a lot of nuggets. My favorite thing with him was those defining moments, he talked about all of his defining moments in his career that led him to where he's at today. But the thing that I challenge a lot of people on right now is what are the defining moments for you? What are those moments in your past, that in the moment, felt like nothing worse could have happened to you. But now in reflecting back on it, that you're so grateful for what it was that it gave you? So that was just a quick little nugget there from Jacob. So thanks for joining us, buddy.

Speaker 3

25:42

Yeah, no, that was, it was a fire episode I love I went back and listened to that we had a little intro on there was a it was kind of fun to you, we'll talk about I know, I mentioned one star reviews. And I want to touch on this, because we've had a few guests that talked about reviews. And the whole process of that we referenced Pete and Alicia green already, they actually have a system where they gamify reviews with their texts. So five star reviews, four star reviews, and then one to three star reviews fit into a certain category in order to be able to get more reviews. And I think at the time of the show, they had over 1300 Google reviews, I don't know what it's at now, because I haven't looked since the show, I just remember looking at the notes with 1300 good reviews, but having some form of a review generation strategy in your business because it doesn't overtly help rankings on your Google business profile. It does a little bit but what really helps for is conversions. I was on the actually Josh coach. And I know we had him on the show a fellow marketer and we were chatting today on Zoom, just put a few things in, it's a tribe, right? I mean, us in our business, we have a few marketers that that we hang out with that we chat with, I highly encourage you guys to have that as well within your business, but making sure that you have those Google reviews that help your conversions. Conversely, when you get a one star Google review, you have to respond back to that shit. And you have to get five star reviews to push that one star view down. People will often as a consumer, and I know I do this as well. And I'm sure that everybody is nodding their head in agreeance, that they also do this when they're looking at a specific company to spend 1000s or 10s of 1000s of dollars with you're gonna read the Google reviews, and you're gonna go read the negative one star reviews, how a business owner responds to those reviews is the most important part, it's almost more important, and how you respond to those one star reviews than you do to the five star reviews. And not coming out of place of while we did this, and you didn't want to do this. And this is our side of the story, right? No coming at it from a place of compassion, and understanding and empathy, to be able to help them with their problem that they came to you with to try to turn that one star review into a five star review with how you responded back. Because as a Google reviewer, you can update your reviews, you can update your responses and owner, I don't think you can anyways, maybe you can. But as a reviewer, the person that leaves a review, you can update that. And you can get a chance to win that person over to a five star review. But here's a better strategy for that before you're done your appointments, train your techs on how to ask and engage for Google reviews right to the neck. Hey, Mrs. Jones, do you feel to provide you with a five star level of service today? And if they say no, no, and anything lower than that, okay, there's your opportunity to address it before it becomes something else later on down the road. And you know what, there's going to be the ones that are gonna slip between the cracks, like how is amazing five stars. And then three days, you get like a two star from that same person, like what the fuck it happens, but at least you're putting your best foot forward, and it'll be able to mitigate

Speaker 2

28:28

that 100%. Well, and it's also I think, reframing what it means to get a one star review. And this was something that it's just not talked about in the past as well, it's fulfilled as a one star review is a symptom of an operation in your business that needs resolving, and it's bringing attention to that for you. So that's number one. Number two, one star reviews are often what customers are looking at when making a buying decision, because they want to see how you're responding to that. So is your goal to actually flip them into a five star? Or is your goal just to actually provide them with a resolution to the issue that they had I changing the way you look at that. And the way you view that I think is really impactful into how you address that. And as an owner being the one that reaches out to them instead of a CSR instead of a manager, being the owner that reaches out to that customer, I think goes a long way in terms of how they feel about you as a company afterwards. And you're not trying to make everyone's day better. Google actually came out with a start saying that five star review like a company that has a straight five star review with hundreds of reviews, doesn't get as much business as the businesses that are between 4.7 and 4.3. So it's not a bad thing to have a few one star reviews, but how you handle it goes a long way. The other thing I will say that I loved about Peter Green was the culture that they built within the organization again, with technicians was to go the extra mile and making the experience with a customer exceptional. I remember the story of them taking hot water tank boxes, and the tech themselves actually building it into a castle or a house for the kids to go and play in. So going that extra mile to make the experience of Working with your company, so exceptional for customers. And when you gamify it the way that Peter and Alicia have it rewards techs for the behaviors that you want to see them to have within the families and within your customers, a lot

Speaker 3

30:14

of percent and that actually, it, those small things go along with with the customer. I know we just recently had two windows replaced in our house that were broken in the day, they come back from the second window, they made a crack when they cracked it when they were installing. It's like we got to order them come back. That's cool. It happens. But it's funny because they remember the house and the guy came up with the dog treat for our dog because the dog was barking. So we'll get a treat the first time if she can have a call comes back with a treat. But then second time, brings a treat already with him to give to the dog. And then the whole time they're outside replacing the window. The dog was out there, I was chatting with him. I went inside I got the dog out there but all sudden I see this ball getting thrown in the backyard, the dog running after the ball going back to the guys doing the window install and then ball gets thrown. So they played with our dog outside because they'd like to enjoy that part of things on there. And then of course when they left the dog was lying by the gate like when friends go was all sad, but it's just an extra small thing that somebody can do. Okay, it takes a couple extra minutes to stop. There's two of them and play with the dog through the pile. But that's a long ways kids out same thing.

Speaker 2

31:16

Absolutely one and John Rowland, he's an old friend from Cutco as well. And he wrote the book gift ology, one of the things that he talks about is the four biggest impact that you can make with another customer when this is usually the b2b world, but it's the gatekeepers. Number one, but then it's the wife or spouse, the kids and their pets. So you can make a big impact with a customer by taking care of the people around the person who's making the purchasing decision. With that, we got two final things that we want to chat about. And two of the biggest players that we had on the show in terms of visibility within the industry. Victor rancor, we had him bond back in June, I believe it was may know it was end of May, May 19. If you want to go back and listen to that episode right now. And I'm like favorite lessons that we took from Victor, we asked him How do you know when to stop doing something in business, if anyone who follows Victor and looked at his Facebook profile, and on every given day, it seems like he's constantly doing something new, because he's not trying to win the game three nothing by making three right decisions, and zero wrong decisions. He's trying to win the game fucking 123 to 97. He wants to make more right decisions and wrong. But he also understands that in order to do that, and win on a really high level, you need to make a lot of decisions really fast and keep moving the business forward and pull the plug really quick when things aren't going the right way. I thought that that was a fantastic lesson. And and it's funny because every guest that we had on the show that was doing multiple, seven figures in their business, and even high seven, clearly, they're on their way to eight, or even nine figures in their business. That was a common denominator amongst all of them. The ability to make a quick decision in their business

Speaker 3

33:05

tip gather all the facts and move forward with it. If you have to ask something don't get emotionally attached to it, just move forward with it hire slow fire fast is the thought process that I come into without just being able to the speed of the organization. And like we even saw this in one of our previous organizations that we worked with, one of the reasons that they can move on a lot of things is because of the speed of implementation, and the chain of command that they established in the organization, we will make decisions like that. And to do that when you can move forward, you have a bigger powerful organization. So Money loves speed, right? Money loves speed. We've heard that numerous times over our years as well. So the last thing that I want to touch on is in we had ish talk a lot about this when he was on the show is is what's your legacy? We even chatting about this earlier today on one of our mastermind calls with with somebody within our network as well. How can you build generational wealth? And in this isn't the topic I want to talk about is isn't generating generational wealth. It's just what legacy Are you leaving within the industry? How are you going about doing things to leave the industry in a better place than when you started in it. And for him, it was all about going around. And his big dream, once he's arrived at the aha moment that I've made it in my business is for him to go around to the country to high school kids and tell him how great the traits can be and get them into it from an early age. Because when you can do that you can help mold and shape the next generation of individuals that can drive arbitrate forward

Speaker 2

34:35

100%. Well, there's an analogy that's told in the book, the compounding effect by Darren Hardy that I've absolutely always loved. And it's if there's a 20 foot long two by four laying on the ground, and I would offer you $20 To walk across it that would you do it? Yes. Great. If I were to take that same 20 foot long two by four and put it on top of 220 storey buildings, would you do it? Yes for 20

34:57

bucks. Yes.

35:00

Are you starting up? No, I would not. Would you the start? Would you be scared?

35:05

Oh, I'd be scared shitless

Speaker 2

35:06

There you go. So now, the box 20 bucks 20 bucks. The reality is is most people would not why the risk to do it is not the same payoff as the reward to do it. Now let's paint this picture, that other building is on fire and your child is on the other side. Now when you walk across it,

Speaker 3

35:26

and a person will be running across that thing like not thought

Speaker 2

35:29

$20 or not, you would still do it. The only thing that changes it's the same two by four. In all three examples, the only thing that changes the purpose, your why behind doing the action, right? When you look at what issues building, they're on pace right now to hit $56 million this year. I keep seeing this updates within service Avengers and absolutely love it. And you think about that a million dollars a week. It's crazy to think about for most people in business, most of the people that are watching the show his Why is bigger than that his Why is to build a self sustaining business where he can completely remove himself and go around the country to tell every high school student how great the trades are, that is legacy that is powerful. And when your why is that big, and it's bigger than you, it gives you mission and purpose to go out and do the daily grind. People forget that the purpose of a goal is not to attain the goal, the purpose of a goal is to keep you appropriate in the moment how he hires in his business is no different. Because that is his end goal. How he runs his management meetings is no different because that is his end goal, right? Your daily activities change when you have a higher purpose. So I absolutely love that I highly encourage everyone to take a deep dive within themselves and think about what is my higher purpose. And maybe it's not that big. And it doesn't have to be that big. It's not meant to be for everyone, but to have a higher purpose and something that you're going after it brings meaning to the day to day. So absolutely, Dylan, thank you so much for chiming in brother, the crazy thing about next gen is that they are doing it in SoCal with a monster like Service Champions, just down the street 100% They're crushing it in SoCal, and they're doing it the right way. And that's the powerful thing. But when you look at this business, there's so much opportunity that exists.

Speaker 3

37:22

Well, and let's end on this thought when we hear things like that with Service Champions just down the street monster companies and competition. And we hear this it creeps up every now and again. In conversations we have is Obama competition, what my coach should own my competition, who gives a fuck about your competition? Straight up? Like, honestly, the only thing that the other reason that competition affects you is because it's right in here, right? It's in your head, there's enough business to go around for all if you have an abundance mentality and an abundance mindset that everybody can prosper. If you do things the right way, you're going to have success in your business. We talk actually, we haven't even chatted mindset at all. But a common theme pretty much on every single guest is the mindset, what is your mindset? Where is it at? Are you able to grow your business? Because you're mentally able to grow your business? Are you not able to grow your business because you're mentally not able to grow your business? And I'm not talking to you mentally in any other context other than your mindset, right? I want to make sure I'm crystal clear on that. It's your mindset, your mentality behind things on if you can grow your business or not. It's

Speaker 2

38:29

absolutely well, and JFK said the rising tide lifts all boats, right? Competition makes the industry better, it makes you better. And it's also going to expose those who are trying to cheat the system. So if you feel like you're being shorted because someone's doing the wrong things and doing things the wrong way, they'll eventually be exposed, don't worry about them focus on you. And that, again, comes back to the mindset, how do you view things because all we have in life is the focus and the meaning that we give. So if you're choosing to focus on what's wrong with the market, what's wrong with your business? What's wrong with your competition, you're gonna get more of that, if you're choosing to focus on what's right about it. And even though what they're doing is not okay, how is that going to lift you up? And Amanda triolo comes up again, every month looking at reviews, negative reviews of her competitors, so that she can build her company the right way. I love that mentality. What are you choosing to focus on daily in your business so that you can continue to make progress and move forward?

Speaker 3

39:23

Love that. So cool. Well, I think that we get to keep chatting and chatting and chatting and chatting about everything and everything. And I think that we've covered a lot in the year look back and we could probably do two part series, but we won't because this

Speaker 2

39:37

was supposed to be a half hour and we just get 47 minutes and I'm looking at

Speaker 3

39:41

this I'm like, oh there's this Oh, but there's this over. There's this no, let's just let's just let's call her collar and episode and again, I want to bring it back to you the listener, thank you for being a part of this journey over this last year in 2021. I have no doubt that 2022 is going to be a five year for everyone. I Just like that ever since we had that on there, but let's make sure we take some time over the holiday season. I know we're taking two weeks off from the show. It's the first time actually I think since last Christmas that we haven't done an episode. We've been coming at you every single week, week in and week out where we take some time to be with our family. So I encourage you guys to take some time with your family, recharge the batteries, and let's get after 2022 and make it the best year ever for you and your business.

Speaker 2

40:24

100% And oddly enough, the second question that came up for me and the random question generator was what's your favorite daily routine? First thing came to mind to me for was gratitude. Oh, I thought your daily

40:35

I thought you're gonna save Britney Weaver's thing. Second, I first thing I do in the free thing that I do in the morning, open my eyes.

Speaker 2

40:48

So it's not the first thing. It's your favorite daily routine, right, which is gratitude and expressing gratitude daily is something that I have been practicing for a number of years now I write it down in a journal outright down on my phone, like wherever I can just express gratitude. And yeah, I absolutely echo all of these sentiments. They're so grateful for all of you. Our mission and creating the show was to give back and add value to the industry as a whole. And again, lift the entire industry up because we know that we can't work with everyone and we're not meant to work with everyone and that's okay. But if we can contribute in one small fashion to lift everyone up, it's meaningful for us. So we appreciate all you Fox. Thank you so much for tuning into the show. And I guess until next time, cheers. Cheers.

Speaker 3

41:35

Thanks for watching another episode of H fac success secrets revealed before you go two quick things. First off, join our Facebook group facebook.com forward slash groups Ford slash HVAC revealed. The other thing is if you took one tiny bit of information I want to show one golden nugget no matter how big no matter how small. All we ask is for you to introduce this show to one person in your contacts list so they too can unleash the ultimate H Pak business. Until next time, cheers