Latest / Contractor Business Builder Podcast / How to WOW Your Clients and WIN More Referrals

Transcript

How to WOW Your Clients and WIN More Referrals · Contractor Business Builder Podcast

• 0:00
  Want a flood of five star reviews and referrals coming in
• 0:04
  without spending a dime on marketing?
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  It all starts with the 1st 24 hours after they say yes.
• 0:10
  I'm breaking down the onboarding system that keeps clients happy,
• 0:13
  project smooth and your reputation untouchable.
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  All right, so how to wow your clients insist my success from
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  day one. You're in for a treat here
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  presented by myself, Derek Isaac with the rap result creators.
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  So we are going to be going through some fantastic
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  information about how to improve one of the most important
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  systems in your business for your clients.
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  Why am I sharing this with you today?
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  I'm business systems coach. It's what we do.
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  I've implemented this systems, these processes in my own
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  business made a world of difference as well as lots of
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  other contractors plan of ours who this really sets the stage
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  for the really great client experience that will get you 5
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  star reviews that will get them referring you and we'll set up
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  your projects for success, make sure everything's going to run
• 0:57
  smoothly. So what you're going to get with
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  watching this video is a step by step client onboarding framework
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  sharing with you a full framework so that you can get
• 1:05
  out and do more phishing and enjoy your life.
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  Instead of, you know, worrying about admin stuff or upset of
• 1:10
  clients or clients hounding you with calls about how to do this
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  or why did this happen, all those kind of things.
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  So why does this matter? It's going to save you time,
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  admin time. Like I mentioned, it's going to
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  reduce rework, so just less having to redo stuff and it's
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  going to really delight your clients at the end of the day
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  for clients are happy, your business is going to grow and
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  your reputation is going to improve.
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  So I want to start with the end in mind.
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  What are we going for here? And what I want you to imagine
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  is clients are organized, they know what's happening, they're
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  happy, they're educated on what they should know about a
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  construction project. A lot of clients coming into a
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  construction project on the residential side don't have any
• 1:48
  clue or idea of how things actually happen, how how to work
• 1:51
  with the GC, all this kind of stuff.
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  If you've got more commercial stuff type clients, this is
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  still really helpful because it's going to let them know how
• 1:58
  you operate as a business and it's going to give you a really
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  professional look and feel to your business from day one so
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  that you build that trust, you build that respect right out of
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  the gate. And before we we jump into the
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  content, I just want to let you know in the description below,
• 2:13
  if you want to learn how to systemize your business, there's
• 2:16
  a link to get a free master class on how to systemize
• 2:18
  general contracting business. So go click that link, get the
• 2:22
  the free mass class. It is really valuable
• 2:24
  information to to build up the systems of your business.
• 2:26
  So what's the question we should be asking ourselves about
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  onboarding new clients? What's what's the big, how can
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  every client get a world class experience?
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  You don't have to be a super high end luxury builder.
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  Every client who comes through, no matter what level of service
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  or what type of, you know, builds you're doing, they should
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  get a world class experience. And by having the right system
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  and process in place, you can provide that for them.
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  It is not overly difficult, but there's a certain way to do it
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  to make it effective. And that's where we're going to
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  be going through today. So First things first is
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  generally the trigger for like this process to start is when a
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  client signs the the PCs a preconstruction agreement or if
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  you move straight into construction, then whenever they
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  kind of whenever that first amount of money is exchanged is
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  typically when this process would would start.
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  So if they signed the agreement, that's the trigger.
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  Now in the 1st 24 hours, you've got to make sure that they are
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  set up in your system and that all the admin stuff is taken
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  care of and you're sending them an e-mail right away.
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  There's no worse feeling for a client and to just sign up for a
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  thousands, 10s of thousands, maybe $1,000,000 of work or
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  contracts and then not hear from somebody or not really know what
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  they should be doing for the next steps.
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  So that's got to be very clear and that's what your, your
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  process should be taken care of. So what's key to the admin
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  tasks? What should your, your admin
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  person or if it's still you, you'd be taking care of?
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  The first thing is in your CRM you want to update the pipeline
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  stage. So this should be, you know,
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  there's no longer lead or potential client.
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  This is now a client, so we need to update the stage in the
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  pipeline from there. You need to get paid.
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  You want to get money out of the way as soon as possible.
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  This could be done with the welcome e-mail, which can be
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  shared in a second. But however you do it, this
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  needs to go out right away to a new customer.
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  You're going, you're going to get them set up in your
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  accounting software and you're going to send them an invoice by
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  the, you know, I prefer QuickBooks Online like a lot of
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  contractors out there. Doesn't really matter which one
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  you use, but they should, their information should go into
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  there. And a lot of this admin stuff,
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  there's certain things that someone will need to take action
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  on, but a lot of it can be more or less automated and templated
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  so that it's very easy, very quick.
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  Like I said, the 1st 24 hours for sure, this should be going
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  out from there. You're going to copy your
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  project template and dashboard. I'm running through the steps
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  here. I'm going to show you a sneak
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  peek at the specific templated SOP that we build out for
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  clients that will will go through exactly how our SOP is
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  structured so that you can give this to an admin person and they
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  can run with it. And then your client gets that
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  amazing experience. So whatever sort of project
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  management field software you're using, you're going to set up a
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  new, you know, a new project, new job, whatever you wanna call
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  it inside the software. And there should be a templated
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  job with your checklist, with your schedule, with, you know,
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  pulled from the estimate or, or whatever.
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  A lot of that should already be built out.
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  So it's very easy. You start a job and then you set
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  up their dashboard. You're not using dashboards yet.
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  Don't worry about it. I'm going to be going through a
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  bunch of stuff like the ideal situation.
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  The big thing is get this process in place, like just get
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  the steps and make a checklist of what needs to get done when a
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  new client gets on boarded with the company and just follow your
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  existing process. Don't worry about adding all
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  this other stuff. Get your process, however you do
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  it right now. Just get it like documented and
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  and and detailed out of it. And then you can add things in.
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  So dashboards are great. You send to the client.
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  Now the client can see the schedule, they can see the
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  pertinent items. They can get notifications.
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  They don't have to be calling. You know everything.
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  You know all hours of the day wondering like what's going on
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  with the project. So that gets set up from there.
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  You now need to set up their client folders, files and
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  photos. So you'll have a folder
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  somewhere. I like Google Drive.
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  That's what I would prefer because it's very easy to share
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  and you can set permissions and all that kind of stuff, you
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  know, with sharing and stuff like that, who gets access.
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  You can also have this in your project management software if
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  you want. But either way, you're going to
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  set up a templated folder. And if you want to know how to
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  set up a file management system, I've got another video on our
• 6:26
  YouTube channel. Just go search, you know,
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  Google, Google Drive, I think you know, file management,
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  something like that. And it'll walk you through
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  exactly how to set up the folders for new clients so that
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  you are very organized and every client has a folder has
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  subfolders with all the different key information.
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  And it's just a really great way to stay organized and have your
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  whole team know where the information is for the client as
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  well as sharing it with the client if if you want to give
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  them access as well. So once you have all that sort
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  of admin stuff set up, now we move into like the client facing
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  side of it, which is going to be in a second here.
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  I'm going to go in through like, how do we actually, you know, on
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  board the actual client face to face, but you're going to send a
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  welcome e-mail and the welcome e-mail, I'm going to show you
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  the template later is, is going to be specifically, you know,
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  welcome. So excited to have you as a
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  client. Here's all the different things
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  we need you to start figuring out selections.
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  Here's our what to expect documents.
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  So you know what you know you can expect from the building.
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  Here's your access login details to our dashboard software or, or
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  whatever, right? So it's gonna have like 1
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  welcome e-mail with all the different like easy to follow
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  steps and ways they can get access and what they should know
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  next steps. And all that stuff is just going
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  to show like, wow, these guys are on point.
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  Like they know what's happening. I know what's happening.
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  This is awesome, right? So you want to give that wow
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  factor right out of the gate that you are communicating with
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  them and that they're they're going to get an amazing
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  experience building with you. So making sense here.
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  There's anything in here that you feel needs to be expanded on
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  or you have questions about? I wasn't clear about drop a
• 7:53
  comment below. I will comment or let me know
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  what your onboarding process is like or what you need help with.
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  Drop a comment, I will reply. I will help you with it
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  guaranteed. So first impressions that win
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  referrals. That's what we're going for.
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  We want amazing client experience first, have just a
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  good working relationship. But at the end of the day, we
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  need those reviews, we need those referrals to grow and
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  expand the business. And what you need to be doing as
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  far as the, the client facing side of it is after you send
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  that welcome e-mail, follow up, I would say a day after.
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  So within the 1st 24 hours of them signing the, the precom
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  agreement or construction agreement, you'll send them that
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  welcome e-mail. And then the the day after you
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  or your admin person, project manager, whoever's responsible
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  for it will give them a call and just say, hey, did you get the
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  e-mail? Any questions?
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  Make sure you're they're there supporting them and that they,
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  you know, they don't have to go looking for you.
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  You are proactively reaching out to them.
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  Now kind of like a bonus tip here is if you really wanna go
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  above and beyond, create a walkthrough video of your
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  dashboard or what they should be knowing about.
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  And you could send it in that first e-mail or even just, you
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  know, have it on their dashboard.
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  But you yourself, ideally as the business owner, walking through
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  of like this is what your dashboard looks like.
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  This is where you go and, and find your files in, in your
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  Google Drive or whatever, right? So just kind of giving them like
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  a visual representation and you can just say like, Hey, welcome
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  to the company. We're excited to be working with
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  you. I'm gonna walk you through a few
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  of the things to access the different stuff.
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  This is your selections document where you get selections and all
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  this kind of stuff, right? So great, a little quick video.
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  It's just gives it that extra, you know, cherry on top as far
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  as the service and and the flavour of of your business for
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  for the client. Alright, so after, after you
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  follow up with them for that part of that e-mail is going to
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  be the what to expect document. This is one of the most critical
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  documents of your business for the client facing side of it.
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  You're gonna outline in the what to expect document all the
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  different things that they should know about and what they
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  can expect for the build. And this gets a lot of the stuff
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  just out in the open, out in the air and educates them and just
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  solves so many problems ahead of time so they don't have to ask
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  you about it later. It, it changes your world.
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  It, it's such a good document, especially when you got to fine
• 10:00
  tune. Of course, you know, we've got
• 10:02
  templates and all these this stuff built out.
• 10:04
  If you're interested in working with us and getting access to
• 10:06
  this kind of stuff, reach out to us, you know, again, figure out
• 10:09
  the links in the description there.
• 10:10
  So in the What to expect document, the big kind of
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  components just to give you a quick overview is like, again, a
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  little bit of a welcome thing. You're gonna walk them through
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  what they can expect during construction.
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  So it's going to be noisy, it's going to be dusty.
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  There's guys gonna be showing up between these times.
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  Make sure you make time since some of the really key thing is
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  let the client know ahead of time that you are not available
• 10:29
  outside of certain time windows. So between 7:00 to 6:00, I will
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  answer my phone. I'll do my best to communicate
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  with you outside those times. I'm with my family.
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  I've got my own personal time. I've got to maintain my sanity
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  outside of work as well. And you, you can put that in
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  your what to expect documents so that it's not gonna guarantee
• 10:47
  that they won't call you at, you know, 9:00 PM on a Friday for
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  whatever reason. But at least you know, you've
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  expressed to them that you're not gonna answer the phone.
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  They can leave a voicemail. You know, the best thing to do
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  is send you an e-mail if it's something that they want to, you
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  know, just they remember something and wanted to, to
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  communicate it with you, but it's emergency.
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  Call the police, call the firefighter, call your lawyer,
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  whatever it is, but you know, you're not the firefighter to to
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  put out their fire most everything and wait until the
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  next day or they can call you with inside normal working
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  business hours. So put that in the what to
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  expect document how they pay you, how you've invoiced.
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  That's very important to what your expectations are on there.
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  It's not just what to expect like for them, it's what what
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  you what you expect of them and also what they can expect of
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  you. So there's there's there's two
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  way St. there. Alright, so that's a huge key
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  component. After you've kind of sent them
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  that information, then you want to set up a pre construction
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  meeting and seeing as soon as possible to introduce them to
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  the project manager, the designer, whoever else they may
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  be communicating with for their project.
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  Just to have like a, a team meeting to make sure that
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  everything is clear. Everyone knows the next steps.
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  They they're understand what's going on.
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  And ideally you as the business owner, depending on the size of
• 11:56
  your business, you're going to not be in that meeting.
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  You probably will be helping them through the sales process.
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  Maybe you are in that meeting to do like a quick handoff and just
• 12:04
  like introduce like here's, you know, here's our designer,
• 12:07
  here's our project manager. They're going to walk you
• 12:09
  through your project. You're going to be communicating
• 12:11
  with them, you know, mostly with the designer through the
• 12:13
  selection process and designing and all that stuff.
• 12:16
  And then the project manager for the estimating, scheduling, pre
• 12:19
  construction side of things. And then moving into
• 12:21
  construction, you'll be seeing a lot of the pre manager, project
• 12:23
  manager everyday checking on your sites and stuff like that,
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  right? So, so you set up that meeting
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  and that will give them amazing experience right off the bat,
• 12:30
  given that FaceTime that they're looking for just making sense.
• 12:32
  Can you see how it's maybe not super different than what you're
• 12:35
  doing? But by having this detailed and
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  worked out, you can ensure that every single client is getting a
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  similar experience. And the beauty of having a
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  process like this in a system is that now you can start to
• 12:46
  improve it because maybe you'll go through it and you're like,
• 12:49
  you know what? This kind of seems out of place,
• 12:51
  or maybe we should add this and you can start to build and mold
• 12:53
  and build your business off of it instead of just like having
• 12:57
  this sort of loose expectation of like, yeah, we get on a call
• 13:00
  with them. We'll send them an e-mail.
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  No, it needs to be really straightforward and built out.
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  All right. So at the end of the day, what
• 13:07
  does your clients want to feel? What do you want your clients to
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  feel from you? Do they feel that you're
• 13:12
  professional? I hope so.
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  I feel your organized. Yes, if you go through all this
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  and have all your your eyes dotted T cross for the
• 13:20
  onboarding, they'll think you're organized.
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  They believe you're on top of your project.
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  If you've gone all through this and you've done that, that team
• 13:27
  meeting, they will believe that you are definitely on top of
• 13:30
  your game and that they made the right choice by choosing you to
• 13:35
  go ahead with their construction.
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  That's what we want. We don't want that buyers
• 13:38
  remorse because with that whole preconstruction agreement, we
• 13:41
  want that to like, you've got to just nail it right out of the
• 13:44
  gate because you're looking for that bigger pie of like actually
• 13:48
  moving into the construction. So this onboarding process
• 13:51
  through the pre construction phase has to be amazing.
• 13:54
  Wow, can't believe organized these guys are this is
• 13:57
  incredible. I'm so happy I, you know, doing
• 13:59
  business with them and they're, you know, just going to carry
• 14:01
  that momentum into the project throughout the pre construction
• 14:04
  planning as well as into the the actual construction part of it.
• 14:07
  So, as promised, it's time for the action part.
• 14:10
  So I'm giving you all the information as far as like how
• 14:12
  to think about it now it's the action, have fun, get it done.
• 14:16
  You need to build out an SOP, some sort of document that
• 14:20
  outlines all of this so you can start training your admin person
• 14:23
  and running this with your team. This is your playbook.
• 14:25
  Before I get into that, I just want to mention free systems
• 14:28
  master class. Don't miss out on it.
• 14:30
  Go get the master class. If you have not watched it yet,
• 14:32
  you need to watch this because it'll help you systemize your
• 14:34
  business. It is a valuable asset to you.
• 14:37
  Go get signed up. Link in the description.
• 14:39
  And now I'm going to be jumping into the new client onboarding
• 14:41
  SOP, giving you a sneak peak of what it actually looks like.
• 14:44
  All right, so here we got our SOP document, new client
• 14:46
  onboarding and we've also got a post project I'd like to put
• 14:49
  together for me, my SOP's. I don't like to have a bunch of
• 14:52
  little SOP's for just one or two parts of a business.
• 14:55
  I want it to be like one big function of a business.
• 14:57
  So this is the client, client onboarding and and post project.
• 15:00
  You're going to have a bit of requirements and resources.
• 15:03
  It's just outlines who's it for, what software is going to be
• 15:05
  needed. Any extra links to like training
• 15:08
  or anything? You could link to this video if
• 15:09
  you want for for training purposes, so people understand,
• 15:12
  you know what they should be doing, competency expectations.
• 15:14
  So this is really important what do you expect like is from your
• 15:18
  team to be able to do this is, you know, onboarding To Do List
• 15:22
  all these items should be done in two days, 24 hours, one hour
• 15:25
  period hard ass and really want to make them work.
• 15:27
  So what's the expectation, you know, as far as quality as far
• 15:29
  as time as far as communication, all that stuff be very clear
• 15:32
  with it be explicit with it. Preconstruction contract and
• 15:34
  payment. So this kind of runs through the
• 15:36
  preconstruction contract side of things.
• 15:39
  So after they've agreed, yeah, you know, we'll, we'll sign the
• 15:41
  PC USA or whatever, what happens, we send them the
• 15:44
  document. Which program do we use?
• 15:46
  What are the steps? Do we send them, you know,
• 15:48
  invoice through QuickBooks, whatever.
• 15:50
  So outline all of that. Then you've got the onboarding
• 15:53
  pre project. This is how you know, whichever
• 15:56
  project management software you're using, you're going to
• 15:59
  have the onboarding steps here. How do you set up a new job from
• 16:02
  a template or whatever project? How do you set up the schedule
• 16:06
  client dashboard? How do you, how do you build out
• 16:08
  the dashboard, set that up and then the welcome e-mail, how do
• 16:11
  they send the e-mail? What do they need to know about
• 16:14
  it? All that stuff.
• 16:14
  And then you'll have the template, you know, right in the
• 16:17
  document. So your SOP is not just the
• 16:19
  process. If you've got templated emails,
• 16:21
  if you've got checklists like quality control checklist or
• 16:24
  client onboarding checklist, put that in the actual document.
• 16:28
  Yeah, those checklists are going to be in your project management
• 16:30
  software or your, you know, whatever To Do List type
• 16:33
  software you may have, but the standard template should be in
• 16:36
  your in your SOP. Super easy.
• 16:38
  Everyone could find it and use it.
• 16:40
  So welcome e-mail, welcome to the company.
• 16:43
  You're amazing. You're the best client ever.
• 16:45
  What to expect and construction go read this document and you
• 16:48
  put the link in there for them to do that.
• 16:51
  Client selections you need to start doing selections are
• 16:54
  designer is going to work with you or if it's, you know, if
• 16:56
  you're just doing small remodels and they want to do it
• 16:58
  themselves, you do you. But you should have some sort of
• 17:01
  documents so that you can keep track of it and stay organized
• 17:03
  whether they're doing it or you're doing it.
• 17:05
  That needs to be discussed as well.
• 17:07
  And then I like to send a project upgrades checklist.
• 17:10
  So for a home build, a lot of clients aren't really going to
• 17:14
  think about or know about soundproofing walls or, you
• 17:18
  know, having upgraded detectors in their home for carbon
• 17:21
  monoxide or, or whatever. You know, it could be any number
• 17:25
  of things or astronomical timers for, for outdoor lighting like
• 17:28
  that kind of stuff. They're just, they're not going
• 17:30
  to probably think about. So have a list of all these
• 17:32
  things that may not be standard. And when you're budgeting the
• 17:35
  project, you probably don't want to necessarily have like all
• 17:39
  this special kind of extra stuff because to them it's going to be
• 17:41
  like, wow, this is getting expensive, right?
• 17:43
  But after you've kind of given the initial budget, you can, you
• 17:46
  can show them these things and be like, here's all these
• 17:48
  upgrades that, that you could think about if, if you want to
• 17:51
  add some, you know, additional things.
• 17:52
  And we found that clients who do utilize some of these upgrades,
• 17:57
  the, the extra cost is maybe, you know, an extra two 5% in the
• 18:01
  project. But the, the experience that
• 18:03
  they have and, and the happiness that they have afterwards is
• 18:06
  much greater because they've got some of these special sort of
• 18:09
  upgrades, you know, heated infloor heating and stuff like
• 18:12
  that, right. So something that just another
• 18:14
  little caveat that I didn't mention before on the What to
• 18:17
  expect document, you aren't gonna have in there how they
• 18:20
  should refer you to other clients.
• 18:22
  That's is very, very important because a lot of business
• 18:26
  owners, contractors, general contractors, we think that we
• 18:28
  kind of have to wait until the end of the project to ask for a
• 18:31
  referral, when in fact you should be asking for a referral,
• 18:34
  you know, multiple times throughout a project.
• 18:37
  And the What to Expect document gives them that kind of that
• 18:39
  first little in the back of their head like, oh, I could
• 18:41
  refer them to somebody else, right.
• 18:43
  So you know what to expect talking, we wanna put in there,
• 18:45
  you know, if you have friends, family, someone that you think
• 18:48
  is, is, would, you know, be a good fit for our services or is
• 18:51
  thinking about building a home or or whatever.
• 18:53
  What you can do is just copy this e-mail or send them an
• 18:56
  e-mail and just introduce us that we found is the best thing.
• 18:59
  Or give me a call and let me know that that your friend is
• 19:02
  possibly thinking about it. So we can talk about it over the
• 19:04
  phone, whatever it may be. You want to make it as easy as
• 19:06
  possible for your your client to refer people.
• 19:09
  So have that in the what to expect document and then give
• 19:12
  them like easy to follow steps of like if you think of
• 19:15
  referring to someone or you have someone you think you know, this
• 19:17
  is what you need to do. So it's so it's just like super
• 19:19
  easy for them. Alright, so that's pretty much
• 19:21
  it for the client onboarding SOP.
• 19:23
  It's not a huge document. This gets built out of this is a
• 19:25
  template. So obviously you're going to
• 19:27
  have like a lot more steps, especially when you start adding
• 19:30
  software like steps in there. But this is pretty much it.
• 19:33
  You're on your way to five star review is amazing.
• 19:35
  Wow, fine experience and lots of referrals.
• 19:38
  I'll see you on the next video.