SBE. Service Business Evolution

Transcription

1 Service Business Evolution

2 THE CONTRACTOR BEHIND THE TRAINING PROGRAM QHM/George Brazil from $0 to $30,000, (10 years) 1. Back-to-Back Revenue $10,000,000 growth in revenue $35,000,000 $30,000,000 $25,000,000 $20,000,000 $15,000,000 $10,000,000 $5,000,000 $ Proactive/Reactive The discovery that started an evolution Maintenance Agreements: GB has over 40,000 unfulfilled appointments 3. One-on-One Coaching Q: With $20 million in growth over 2 years, how did that affect George Brazil? 1 Back-to-Back Years of $10 Million Growth ( ) George Brazil Imagine growing $10 million dollars in one year, and the challenges that kind of growth would create (facilities, hiring, training, quality control, etc.). Now imagine growing an additional $10 million dollars the very next year. This has helped create a 360 training program utilizing George Brazil s processes, procedures and best practices. REACTIVE Reactive customers wait until something breaks and come through the service channel as demand service. Reactive buyers will pay more for excellent customer service; they want help NOW and typically buy from technicians. As a result, they typically pay about 30% more. The Discovery George Brazil discovered they were sending Reactive customers shopping when the technician passed the customer to a sales person. They were turning high profit Reactive customers into low profit Proactive customers. This discovery caused George Brazil to take action and completely change their business model. 2 Types of Customers: Proactive & Reactive (2011) Definitions PROACTIVE Proactive customers are comparison shoppers who come through the sales channel as sales estimates. Proactive buyers like to negotiate, get multiple bids and typically buy from sales people. As a result, they pay about 30% less. 30 % 70 % Proactive Customers Reactive Customers George Brazil has identified that their customer base each year is made up of 30% proactive buyers and 70% reactive buyers.

3 THE 3 CO-OWNERS OF GEORGE BRAZIL & FOUNDERS OF Dave Probst Dave is a lifelong contractor, holding both residential and commercial licenses in HVAC and Plumbing. From the age of 19 he worked his way up from technician to starting his HVAC business. He founded in 2013 as a sales training and coaching business to share what he and his team have learned from growing George Brazil Air Conditioning & Heating. Cory Holman With his extensive background in mentoring and coaching, Cory has successfully trained George Brazil Air Conditioning & Heating technicians to produce $1,000,000+ a year in service truck revenue. He believes one-on-one coaching is the vehicle to greater success. Jim Probst Jim has held several senior management positions including CEO, President and CFO in early stage, high growth, private and public entities. He has extensive experience operating and executing high growth business strategies. Jim oversees all departments of George Brazil Air Conditioning & Heating. A: They grew from 19 techs to 45 techs, and went from 3 installs per day to 30 installs per day. George Brazil In 2011, George Brazil had 18 sales people and 20 technicians. Today, they have 4 sales people and 65 technicians. By understanding the proactive and reactive buying cycles, they identified the opportunity to train technicians to sell. One of the first and most powerful things teaches is how to prevent technicians from sending customers shopping. This unique sales process teaches the technician to keep their Technician Card and never look or sound like a sales person. 3 Group Training vs. One-on-One Coaching ( ) George Brazil In 2012, George Brazil came to the conclusion that group sales training doesn t work. Therefore, they switched to oneon-one coaching for all performance-based training. By 2013, George Brazil had their first service technician reach over $1 million in sales for the first time in company history. Group training still has a place for specific needs. It helps when you want to motivate, inspire or broadcast information. However, if you want to improve performance, create a culture that holds your people accountable, and causes everyone in your organization to pay attention to results you need One-on-One Coaching. 4 Maintenance Agreements George Brazil Today, George Brazil has over 50,000 unfulfilled maintenance agreement appointments. These represent the life blood and core of George Brazil s business and gave them the ability to produce profitable year-round work. trains contractors to utilize the same concepts, training and focus on maintenance agreements to achieve desired results.

4 WHAT LIMITS GROWTH? Challenges Solutions n People Not Producing Results Building Sales Champions n Not Getting Enough Calls Profitable Year-Round Work n Hard To Find Good People Talent Magnet n Can t See The Next Step To Grow The Business Scalable & Sustainable

5 Case Study 1 Building Sales Champions n Tracking & Measuring with the Phone App and Web Dashboard n Goal Setting: Why, How, Obstacles & Review n One-on-One Coaching n Building Sales Champions: Our Business, Our Customers & Our System Owner: Teaching my techs to sell made the biggest impact. This owner knows how to Build Sales Champions This company more than doubled business in 18 mos $1.4 million (2013) to $3 million (2015) Avg tech truck revenue $350,000 in 2013 Avg tech truck revenue $600,000 in 2015 Case Study 2 Profitable Year-Round Work n Marketing n Maintenance Agreements n Outbound Calling n Replacement Business Cycle (Value of the $0 Call) Owner: Since I started making the outbound calls, we have broken record after record each month. We are having the best year in the history of our company. We attribute this growth to, selling maintenance agreements and coaching our techs one-on-one. This owner is using what we call The Gas Pedal and The Brake to create profitable year-round work. Average replacement ticket is up $1,700 year over year. Talent Magnet Case Study 3 n Culture n Recruiting n Hiring & Retention n Sales Assessments Owner: We don t have a large labor pool in our area. There is just not enough talent in our market. This owner now has the ability to attract talent like a magnet. This owner built 2 sales champions making over $90,000 Now has proven ability to produce top income earning technicians Attracted and hired 2 A players within a month Case Study 4 Scalable & Sustainable n Standard Operating Procedures n Developing a Leadership Team n Budgets & Financials n Readiness Planning General Manager: After 6 months in the program, our net profit is up over $100,000, and we have all of the pieces in place to hit the gas and keep growing. We just hired 2 new techs for maintenance and tune-ups and a new CSR for outbound calling. GM now has a scalable and sustainable business. GM hired these new people going into the offseason because he has the structure in place to scale his business and cash reserves to fund and sustain the growth.

6 PROGRAM SUMMARY: WHAT YOU GET Phone App & Web 1.Dashboard We at believe tracking and measuring is one of the most important things you can do for your business. Therefore, we have created these digital tools to help you and your team stay on track with your goals.technicians and comfort consultants track their sales throughout each day on their iphone or Android App. Owners and admin staff track the progress of the technicians and comfort consultants entries on the web dashboard in real time. A Tool to Track & Measure! 2.One-on-One Coaching You meet with an coach twice a month. During these calls, we conduct an on-going in depth business evaluation using the Dashboard, your Financials, your Leadership Team, and other tools. We identify your highest impact, easiest to accomplish priorities and then go to work. Each priority gets tracked in your customized progress tracker, and each call ends with a specific action plan. This process allows both you and your coach stay focused on what s most important, and keep track of what s in progress and what s completed one priority at a time, all the way to completion. We get things done. 3.Custom-Built Playbook As you go to work on those high impact - easy to accomplish priorities, your coach guides you through over 700 documents located in what we call the Playbook. The playbook has every document, from every department in the George Brazil business. These documents serve as easy to follow examples of how to get things done. It also contains a library of tools designed to help you create a customized plan for your business. Your coach helps you stay focused on the highest impact, easiest to execute priorities in your plan.

7 4.Step-by-Step Process We have 4 major objectives: 1) Build Sales Champions, 2) Generate Profitable Year Round Work, 3) Attract Talent Like a Magnet, and 4) Build a Scalable & Sustainable Business. We use a 3 Phase Process to accomplish these objectives. Some people move from Phase 1 to Phase 2 in a matter months, while others may take a couple of years. Regardless of your rate of progress, everyone starts by focusing on Phase 1: Make Money. And even though your business requirements take you into Phase 2: Make it Scalable, we never lose focus on Phase 1 responsibilities. Phase 1: Make Money Phase 2: Make It Scalable Phase 3: Make It Sustainable Phase 1 Phase 2 Phase 3 n Fix the Sales Side First Profit Covers People & Process Problems n Create a Culture of Positive Reinforcement n Get to 10% 15% Net n Get Organized & Clearly Define Roles n Uncover People & Process Problems n Uncover Future Leaders n Leaders Run the Business n Those Leaders Uncover Future Leaders n Maintain a Culture of Positive Reinforcement 5.Boot Camps in Phoenix Multiple Boot Camp events will be scheduled throughout the year and held in Phoenix, Arizona. Owners, key managers /trainers, technicians and comfort consultants are welcome to attend. These 3-Day, interactive, Building Sales Champions Boot Camps immerse the contractor and their team into live role play and real world scenarios. tackles the biggest sales challenges contractors have and works with them to use Our System to turn those challenges into opportunities.

8 6. Webinars & Round Tables Schedule A Call With An Representative For Questions Check out the Calendar of Events on the Website Sign Up Form Service Business Evolution