AI Meets the Service Van: The Future of Sales Coaching with SIRO Ridealong

Transcript

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Hello, hello, hello and welcome to the Million Dollar Electrician podcast, where we help home service pros like you supercharge your business and spark up those sales.

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I'm Joseph Lucani and, together with my co-host, Clay Neumeier, we're here to share the secrets that have helped electricians sell over a million dollars from a single service van.

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Now it's time for sales, it's time for scale, it's time to become a million dollar electrician.

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Hello, hello and welcome back to the show.

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We got another great episode today, another great guest.

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It's not too often that we have guys that aren't electricians on here.

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I think Joe Jordan, who's with us, co-founder of Ciro AI Ride Along Technology.

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We've got an exciting interview to do today, but you're only the fourth or fifth person, joe, we've had on here who isn't actually an electrician.

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But it's for good reason, because the technology, the endeavor that Joe's on, aims to help a lot of electricians, and I know there's a lot of chat out in the marketplace right now about AI ride-along technology.

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Many people say that big R word sorry, joe, rilla Rilla's been talked about many times, even on a couple interviews here on our show, but Ciro is another major contender in the marketplace.

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I believe you guys just joined forces with ServiceTitan.

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Is it okay if we talk a bit about that, joe?

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Sure, absolutely.

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Yeah, so ServiceTitan partnered with you guys to make their what do they call it?

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Sales Pro.

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Exactly.

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Awesome, awesome.

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And so, basically, this is all bolt on to your company.

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If you're already on the ServiceTite CRM, then you've probably already hearing about this.

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I believe that's released already, isn't it?

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Yep, it's been out.

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We've had dozens of companies try to switch over from other tools since we launched just what.

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Was it October 1st, so the reception from the market's been?

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outstanding.

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Awesome, man, awesome.

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So we're already seeing some success with this.

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We know, again, there's a ton of people talking about it and today we wanted to bring you guys an interview to get the inside scoop.

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Like what is this AI ride along technology?

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If it's the first time you've ever heard about it, or if it's the 10th or 12th or 100th time you've heard of it, we're going to expose some additional details for you today and even talk about some excitement with our partnership, and I'll save that more for the end to unveil it with everyone.

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So, joe, welcome to the show.

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Thanks for joining me.

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How are you doing today?

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And happy new year, by the way.

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Yeah, happy new year to you guys as well.

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Absolute pleasure to be here.

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I'm doing great.

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Fantastic, so glad to hear that, bro.

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So in the back we were just talking about something and I had no idea what it was, but you and Joseph both worked at a company called Cutco.

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Is that right?

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Yeah, it was this crazy thing where we were in different aspects of it, but we're technically in the same state.

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We're likely probably only a couple of counties apart from each other.

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So it's possible we even met at conferences, because I would go to the state conferences and things like that.

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So it's very likely you and I crossed paths at some point in our past.

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And Joe.

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You were with them as sales and then you rose up to management with them.

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Is that right with Cutco?

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Joe Carlasare.

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Yep, exactly, I got there.

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I mean so basically, cutco it's like knives that you sell to moms is the simplest way to say it Kitchen cutlery and I got started there as a sales rep while I was in college and expect to like it or be good at it, but both ended up happening, loved it, made a ton of money three, four, five times what I would have as a camp counselor but the biggest thing I took away wasn't the income.

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It was like I learned how to sell and how to bet on myself.

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So may not be an electrician per se, but I have been in the home myself.

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So may not, may not be an electrician per per per se, but I have been in the home myself, and that's one of the reasons why I'm so passionate about this.

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Technology is, when I became a manager like I wasn't able to replicate the kind of results that I got for myself at scale, even though the numbers said we did really well as an office.

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We were one of the top performing offices in the nation.

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But you know, we had a lot of people quit.

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They weren't getting the coaching, the support they needed.

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They're making simple little mistakes in the home that are preventing them from having a success that they could have given the right mentorship If we could just catch and correct those mistakes.

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But it takes too much time.

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Ride-alongs are really expensive.

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They cost hours to do one.

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And to Joseph's point that we were talking about backstage, like you're not even getting the real picture when you're on the ride along because the technicians know they're not doing it exactly the way that they would if you weren't there and you're hearing a different version of the sales conversation or the service conversation that you went out there to correct in the first place.

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So that's where something like Ciro comes in.

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That's massive.

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I just wanted to touch on that for a moment, if that's okay.

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Yeah, go ahead.

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Joseph, I'm so sorry to interrupt.

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I thought that was so cool that you were talking about that because, from the perspective of someone who's had to do ride-alongs and have had ride-alongs done for me it can be an incredibly awkward experience for the technician Because, let's say, you haven't been formally trained or you've had light training, maybe once a week.

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You've been going out and doing your own way and maybe you feel comfortable in doing that way, but now your boss is with you or your manager is with you and you have to prove yourself.

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But now you're almost forced to do the real way you're supposed to do it and not the way that you've been doing it.

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So everything comes off like it's your first time that you haven to be practicing and now the manager is not able to correct the actual problem you have because you're not doing the same process.

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The reason I thought Ciro was so cool is because it will allow the customer when you mean like the technician who's physically there to be able to go in an environment where they have the confidence to be themselves authentically, without some person standing behind them with crossed arms, and then being able to have that authentic experience get corrected rather than the displayed service they were just trying to do for their manager.

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I was actually terrified when this technology surfaced Really, and it's crazy how fast it's come Like crazy.

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A year ago I don't think we even imagined it, joe, you were probably already deep in the weeds of it making it happen, right, but for us as sales and service trainers and everyone fears you know, skynet essentially that we learned from terminator in our youth right and the takeover and whose jobs are going to be, you know, gone because of ai.

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And then we started to actually begin to use some of this software with our biggest client and we realized how powerful this partnership actually is.

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Not only that, it's not just about us and helping other people.

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In fact, I think that's a big twist that people might not expect from our conversation today of how focused this is on your own personal journey in sales and service.

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And something that I wanted to call attention to that you said before is you said you learned the value of betting on yourself.

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What did you mean by that, joe?

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Mm-hmm.

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Yeah Well, it was my first job where I ate what I killed.

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In other words, if I didn't perform, I did not get paid, and if I performed really well I could give myself a promotion, at least in terms of income.

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And I had no idea how to sell.

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I had three days of training at Cutco and then I had to figure out the rest and I learned a lot by like doing ride-alongs with other reps in the office, like riding along with the person who was number one I was number two that first summer and watching actual recordings of some of the top reps in Cutco history One of the one of the reps who at the time had the record for the highest average order and would pick up a couple of things and then see my average order double like overnight and um.

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So it was really the first time in a professional setting.

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I jumped off a cliff and had to build my wings on the way down and um, and that is what ended up giving me the courage to start my own company.

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Later and I do that probably every six months at my job I find myself in a new stage where I have no idea what the hell I'm doing, and then I figure it out and then by the time I have it figured out we're in a new stage and I don't know what I'm doing again and I have to sort of keep figuring it out.

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But I got that courage from having a sales experience early on.

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Great share, really good share, software where you recognized hey, if there's top dog on the team, if I could just learn a thing or two from him, how would that impact the bet I've placed on myself?

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Can you talk a bit about how the design of your software then?

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For those who've never heard of Ciro yet, or Rilla, or maybe they've got some idea but really don't know the technical aspects of this and how it works, could you tell us a bit about your product and service and how it could help us with sales today?

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Yeah, absolutely so, super quickly.

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You can think of it as an app on your phone or your tablet that records the conversation that takes place in the home, then transcribes and analyzes that conversation with AI to identify the opportunities people have to improve and then connect those opportunities against the best in class examples from the top performers in your company.

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So you have not just an identified mistake or opportunity, but also the model example.

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You need to go out and do it properly the next time around.

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And so what is the impact of that on the business?

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Well, first of all, you're going to save a ton of time on ride-alongs.

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We don't think you should totally eliminate ride-alongs.

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They still have a purpose, especially in connecting with the rep and making them feel supported.

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But in terms of diagnosing a problem, when you're trying to figure out why someone's not selling as much as they could be, you no longer need to spend two hours to do that.

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You can do it in five minutes.

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Second, like, you have recordings of all the customer interactions.

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So I know a ton of people have lost a bunch of money on refunds, for example, that they have to give.

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It's like he said.

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She said oh, the tech promised me this.

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They said this part was going to be free, so on and so forth.

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Now that you have those recordings, it eliminates a lot of that, he said.

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She said we've had people save 30 grand in their first couple of months on Ciro just by having those recordings.

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And then, of course, like it's just the time savings not just that, he said.

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She said the reason it exists is we want to make your reps better so that your dollars per lead that we spent so much money trying to get actually increases.

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And we've seen companies improve anywhere from 20 to 40% in terms of their dollars per lead, their net sales per lead issued.

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And my favorite part is the end impact that ends up having on the technicians and the salespeople in the home.

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Some people are making $40,000 more a year individually as a result of being on Ciro, and those are the stats that we're the most proud of, because the reason the company exists is to make the trades and being in the home the most accessible path to financial freedom.

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I love that.

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Now you had mentioned something that I wanted to touch on, because if it's proper, then we can figure out how to best articulate it.

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Then it could be a superpower.

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I know with one party and two party consent states there's a difference between whether you have to announce or not whether you're doing it.

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But let's say you're in a one party consent state where you don't have to let them know that you're recording.

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From my understanding, it was that you're not able to use that recording in a court of law or against for profit purposes.

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You can use it for training.

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So where is the line that we walk when it's being able to showcase to the customer?

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Hey, you said this and we have it in recording.

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Would it have to be something you'd have to announce it in advance to be able to use it for?

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them.

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Certainly it's going to be.

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I'm not sure there's like a legal implication, because typically people are not actually like hashing these out in a court of law or anything like that.

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It's like, hey, actually you can hear right here the rep said so, on and so forth.

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Here's the transcript.

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This wasn't included for free, so on and so forth.

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It's more just a conversation, one-on-one with the customer and certainly it does help if you want to let the customer know ahead of time.

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They'll be more receptive to something like that.

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So typically our customers who have those sorts of problems often which I know is a lot of us they're letting the customer know that they're recording when they get there.

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People are scared of it.

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That's been a non-issue for people that choose to do that in one-party consent states and people that are required to do that in the 11 two-party consent states where you do have to let them know.

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It's so simple.

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It's like, hey, we're recording the conversation for quality and training and then you move on.

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It's pretty, it's like so simple.

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It's like hey, we're recording the conversation for quality and training and then you move on.

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It's not weird unless you make it weird.

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People are pretty used to it at this point.

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Fair enough, I come from the New York mentality, so I didn't know if it was one of those things.

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but hey, I'm glad to know that you've had the experience of it not being an issue For sure, and and just uh, to save people looking them up, do you know offhand.

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Near memorized but I can pull it up in a second.

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So, yeah, those two-party consent states.

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So again, these are the states where you do have to let the customer know that you're recording.

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It's not like you have to say, hey, is it okay if we record, and then they say, yes, like you let them know and they're continuing the conversation as their implied consent to be recorded.

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So that's going to be Illinois, florida, california, pennsylvania, delaware, maryland, massachusetts, montana, new Hampshire, oregon, washington, and that's the list that I have.

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If you talk to us and you decide you want to get started or get started with some other tool in this space, like double, double the list, um, just before before you get started, that's the list that uh that we have.

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And, um, what we found is, like one of our customers, blanton and sons their date do, uh, like plumbing and hvac, um, they've been recording hundreds of appointments uh all year and they've only ever had one customer that said they weren't comfortable uh being recorded and um, uh, you know what?

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What they also did was they put in like their appointment confirmation emails that they send out, just letting them know they're going to be recorded in the email as well, just to make sure they're covered.

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Yeah, does that count as a consent at that point, like if you've sent an email and then, as a result, you don't have to announce it at the door because you sent it in a notification or a text prior, like is that a way around it?

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I mean basically what, what, what?

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What the law says is that, like, if you're, if you're going to have a in those again those those two party consent states, you just have to get their permission before you record.

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So you can do that really any way.

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But the best practice is is, you know, to do it in the call center, to do it in the confirmation email, to do it in person.

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Yeah, I like what you said.

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If you don't make it weird, it's not weird.

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And for us, I mean, everything we train is about premium service.

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We actually try to drop the sales word as often as possible and just focus on the service and in doing service in such a way that creates more sales opportunities and it's I mean, it's totally congruent with us and our listeners to say, look, we're recording this for quality assurance, just like when you're on a phone call center with you know who, your, your internet provider or whatever.

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They all record Everyone's recording.

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At this point, why wouldn't you expect your home service provider to record as well for that quality assurance?

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I'm right there with you.

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Something you said, joe, that stood out.

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You were listing numerous benefits to doing this.

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One I hadn't considered was for the tech, for the individual, to be raising their income based on the commission's performance pay incentives that they have in their position.

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And I realized also that when you said that, something clicked for me that said, hey, at a time when it's the market's shifting, I will say, in recruiting and retention, the market has flipped.

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It used to be that when you needed employees, you'd put a sign in the window and you'd have a lineup of people to drop off a resume or come apply.

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It's not that anymore, is it?

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How do you see Ciro actually beginning to help them in that fight with recruiting and retention as well, so that you're seen as the market leader and you're able to better manage and coach those employees?

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Yeah, absolutely so.

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A couple of things.

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What we've seen is we haven't done a case study on retention improvements in the trades yet.

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We've done it.

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In some other industries, like door-to-door fiber, for example, we have seen retention of new employees increase and it's arguably even more important in the trades because it costs way more money to hire or to loot a technician than it does a door-to-door sales rep, who you can basically hire off the street and have them out on the doors in just a couple of days.

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Definitely not like that in the trades, right, yeah?

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So first of all, right there.

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I mean, if you want to keep more of the employees that you hire, then this will certainly help because you get them making more money faster, more money faster.

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The second knock-on effect is that one of the and this is really a Ciro specific piece of functionality that's really unique to Ciro among the tools that are out there is we really focus on getting technician buy-in and delivering value to the end technician.

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We built it for the technicians, for the reps themselves, in the home, and then added manager functionality on top.

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What we found is one of the things that helps people stick around and do better is when they adopt the best practices of their peers and they see there are people next to them in the trenches doing really well.

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And when you're in the trenches and you see someone making a lot of money, someone who's in the team meetings with you once a week but you have no idea what they're doing to get those results, it can feel like those results are impossible for you to get.

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They just must have the best leads.

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It must be something about the way the leads are assigned.

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The customers just must never say no to them.

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Bingo to them.

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But with Xero we're actually there's a feed inside the app where those best performers host their top moments to get to the top of the trending leaderboard.

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So we get them competing to create training content for everyone else.

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That's then automatically surfaced to the rest of the organization.

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And so, all of a sudden, those results that seem so impossible for me are just a matter of copying this word track or this one liner or this question, or whatever it was that I just heard in between my appointments or at the end of the day scrolling through my phone.

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And so we found that it's not just that.

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It helps people tactically, it also inspires people and raises their own beliefs about where they can go with their job.

00:19:32.243 --> 00:19:44.298
That's what actually made me stick with Cutco was when I heard that guy who had the top average order in the company doing one of his appointments, I realized I could be so much better than I was.

00:19:44.298 --> 00:19:52.441
And it got me re-engaged and more focused on improvement, doubled my average order, made way more money and then eventually ended up in management right.

00:19:52.441 --> 00:19:56.560
So we try and replicate that on a day-to-day basis with technicians in the field.

00:19:57.609 --> 00:20:08.565
You know, the thing that I thought was really cool was how you mentioned Cutco again, because that first immediately came back to my mind, where I'm saying one of the reasons why I left was because of the utter lack of training.

00:20:08.565 --> 00:20:10.731
So it was the fact that you must have been in a different branch than I was.

00:20:10.731 --> 00:20:27.403
So the fact that we were being told as salespeople, hey, you can make X dollars and these sales are totally possible, but we have no training and no framework to go off of and it's like, hey, plucky kid, go out there and sell to some people, it doesn't feel realistic.

00:20:27.403 --> 00:20:29.746
And same thing once again, as a tradesperson.

00:20:33.970 --> 00:20:41.580
I remember when I was an electrician, just starting off, and I was in a room full of HVAC people and they're like, oh, 25,000, 30,000, this is normal sales, and I'm sitting here with 5,000 selling a panel.

00:20:41.580 --> 00:20:43.765
I'm like I feel completely left out.

00:20:43.765 --> 00:20:54.089
But if I was able to see a model that I could follow, that could get me to that amount, then it's easier to replicate because at least I know, follow this bouncing ball and sales will come.

00:20:54.089 --> 00:20:56.616
So I think it's an absolute game changer.

00:20:57.869 --> 00:21:04.094
If you want to get the results of the top performers, you just have to say what the top performers say.

00:21:04.094 --> 00:21:06.736
It's really that simple.

00:21:06.736 --> 00:21:08.978
Just do what they do to get the results that they get.

00:21:08.978 --> 00:21:13.681
And there are people on Ciro right who are selling the top tech in the nation.

00:21:13.681 --> 00:21:18.765
I think it's primarily HVAC and plumbing that this tech sells.

00:21:18.765 --> 00:21:29.799
He's doing Phil Falaski over at Leisure doing 20 million a year and it's like wow, how the hell does someone do those kinds of numbers?

00:21:29.799 --> 00:21:37.018
Well, like, if you're on service time at least, like you have actual recordings from Phil in your instance, you can go listen to exactly how he does that.

00:21:37.018 --> 00:21:44.220
And if not on service time, you can at least hear exactly how the best person in your company gets the results they get.

00:21:44.862 --> 00:21:50.602
Absolutely, and that's one of the benefits we see and why we're so interested in in joining forces with you guys.

00:21:50.602 --> 00:21:54.372
A little carrot will dangle there as well, and we'll talk about it again later.

00:21:54.372 --> 00:22:10.359
But ultimately our vision was to be able to say well, look, here's the top performers, not just in the individual companies but in all of our umbrella of electrical service providers who are under the service loop umbrella, and be able to see what their top techs are doing.

00:22:10.359 --> 00:22:28.753
So you're not just limited by your in-house silo now you're also able to see the expanded version of who the best people with this certain sales process and how they're using it, how they're leveraging the tools that we provide and train to make the most of that situation.

00:22:28.753 --> 00:22:58.317
And all of that ties in perfectly with something that in the 90s was a huge, huge movement in neuro-linguistic programming NLP 80s and 90s, with Tony Robbins and guys like this right when Tony Robbins was and tells a story of this in one of his books hired by the US military to try to make improvements to their sniper training and he took a program in 36 hours and, by the way, one of the things they offered right away.

00:22:58.337 --> 00:23:01.518
They said oh, we'll set you up with our top coach so you can learn everything they teach.

00:23:01.518 --> 00:23:05.511
And he said no, set me up with your top sniper, I need to learn everything they do.

00:23:05.511 --> 00:23:13.355
And so there's a presupposition in NLP that they say you know, essentially, if someone can do it, someone else can too.

00:23:13.355 --> 00:23:22.141
And if you have that recipe, I can look at Chef Ramsey on the TV, swear at some people in the kitchen and come out with an incredible dish.

00:23:22.141 --> 00:23:37.375
And if I have the exact recipe of what he did and the times that he did it, with the measurements of what he did, the pause between doing those things and all the emphasis that he used, then can I make that same dish, given a few few tries.

00:23:38.896 --> 00:23:40.338
Yeah like far likelier.

00:23:40.920 --> 00:23:43.623
Yep, so and and and I'll give you.

00:23:43.623 --> 00:23:46.049
I think it would help to make to.

00:23:46.049 --> 00:24:06.844
To get to a really specific example right, cool, if you, if you talk to Phil and you ask him like, what does he do different to get those kinds of results, he'll say that he just shuts up and lets the customer tell that, tell him that they want to buy and get the problem fixed.

00:24:06.844 --> 00:24:09.919
And that sounds really simple.

00:24:09.919 --> 00:24:12.499
It's like great, okay, but how do you do that?

00:24:12.499 --> 00:24:22.325
Well, one of the things you want to do is let the customer tell you exactly why it's so important to get their electrical fixed or their HVAC fixed.

00:24:22.325 --> 00:24:29.756
And one of the things that people do to get the emotional commitment from the customer is just, very simply, ask them how does that affect you personally?

00:24:29.756 --> 00:24:54.454
And a lot of reps, a lot of the techs, never get to the emotional reason that someone should buy and, as a result, they never know how to showcase the value of what they're selling and end up like selling on price, having to give away massive discounts, never getting an upsell on a high ticket thing, right, so on and so on and so on.

00:24:55.430 --> 00:24:57.458
Now Xero can do two things.

00:24:57.458 --> 00:25:00.930
First off, it's not just going to measure your adherence to the process right.

00:25:00.930 --> 00:25:06.314
Everyone wants to be kind of like McDonald's, where they have a process that guarantees the best in class customer experience.

00:25:06.314 --> 00:25:07.477
We can definitely do that.

00:25:07.477 --> 00:25:14.839
But what about things like properly asking the customer for the emotional commitment?

00:25:14.839 --> 00:25:17.384
Well, we can also measure that.

00:25:17.384 --> 00:25:24.042
Did the customer express a real emotional reason why they want this problem fixed?

00:25:24.042 --> 00:25:25.393
And we can measure that at scale.

00:25:25.393 --> 00:25:34.231
So you can just look at a dashboard and see who's the best at your team at doing this, and then you can go click in and hear exactly how they ask well, how does that affect you personally?

00:25:34.231 --> 00:25:37.560
And exactly when they ask well, how does that affect you personally?

00:25:37.560 --> 00:25:41.680
Or whatever it is that they're doing to get the customer's emotional commitment.

00:25:41.680 --> 00:25:56.317
And not only can you share that example in a team meeting, but reps are automatically going to be reviewing, techs are automatically going to be reviewing these examples, because we'll be sharing them in that feed that people are jumping into.

00:25:57.159 --> 00:25:58.863
And you can see, and immediately.

00:25:58.863 --> 00:26:14.561
What comes to mind is we've all been in front of the customer who gives you a very shallow emotional commitment and in very real time, what Sierra would be able to show you is how those top all-stars on your team might go a bit deeper again before they move on in the process.

00:26:14.561 --> 00:26:16.355
They might stop there and go.

00:26:16.355 --> 00:26:17.117
Well, hang on a sec.

00:26:17.117 --> 00:26:21.574
I get that the light went out and, Joseph, I saw you fist pump in the back.

00:26:21.574 --> 00:26:23.637
I get that the light went out and Joseph, I saw you fist pump in the back.

00:26:23.637 --> 00:26:27.464
And for anyone that's just listening today, please share with us why that's so important to you too.

00:26:28.210 --> 00:26:35.084
So the reason why I'm so happy is what he's saying is literally a key step in our opportunity call process.

00:26:35.084 --> 00:26:49.163
We believe that if you can have the customer shift out of logic mind and shift into instead an emotional reason as to why it matters to them for what they do, we literally ask who found the problem?

00:26:49.163 --> 00:26:56.955
And we're learning the person's name, we're learning what did they say, what did they say happened and then what was that like?

00:26:56.955 --> 00:27:03.813
And we're asking the questions so that the customer can really self-explore why it's important to them.

00:27:03.813 --> 00:27:13.242
And that's why, when you said that you need to create that emotional connection, I'm like this is so on point and so parallels exactly what we're trying to do.

00:27:13.242 --> 00:27:19.540
So you're right Once they're emotional about it, the real reason comes out.

00:27:19.540 --> 00:27:24.210
They may tell you about it.

00:27:24.210 --> 00:27:24.791
The real reason comes out.

00:27:24.791 --> 00:27:27.397
They may tell you I don't have time, but the emotional reason is I don't want to risk this.

00:27:27.417 --> 00:27:28.942
Can I challenge you guys for a minute?

00:27:29.502 --> 00:27:30.404
Yeah, let's do it, not to go.

00:27:30.569 --> 00:27:38.557
I don't want to go too far down the rabbit hole, but for someone who just found us just listening for the first time, I mean, why do you consider that ethical?

00:27:38.557 --> 00:27:41.623
Or do you consider it ethical to play on someone's emotions?

00:27:47.630 --> 00:27:49.032
Yeah, we're happy to, and let me explain the reasons being so.

00:27:49.032 --> 00:27:53.002
All life the way, in my perspective, all aspects of life is some form of sales, in a rudimentary form in and of itself.

00:27:53.002 --> 00:27:57.921
There is the transfer of emotions from one person to another to accomplish a goal.

00:27:57.921 --> 00:28:04.383
Now the reason that we're at the customer's home is the reason why it's ethical.

00:28:04.383 --> 00:28:13.116
Our goal as a premium service white glove provider is to never cut corners on quality, reliability and customer service.

00:28:13.116 --> 00:28:15.930
We are the finest trained technicians in our industry.

00:28:15.930 --> 00:28:22.891
We have the best warranties in place and we are trained consistently on how to provide the absolute best experience.

00:28:23.772 --> 00:28:54.997
So my logic is if I truly believe in that service and I believe that we are the best fit and we're going to treat the customer the right way, the job's going to be done the right way it's actually unethical to not influence them to want to work with you, because if you don't influence them to work with you and you know you're clearly better and you're able to give them a better experience and make them happier and safer, if you don't learn sales, you will have them lose jobs and work with the cheaper providers who have the warranty.

00:28:54.997 --> 00:28:58.529
That doesn't work or they do it the cheaper way, so it fails in the future.

00:28:58.529 --> 00:29:06.342
Or they don't give them premium mid-range and economy solutions, or they don't do a follow-up with them, or they do cash and they dip out.

00:29:06.342 --> 00:29:15.554
So if you look at it in that light, it's more unethical to leave them in their hands than it is to protect them in ours.

00:29:17.457 --> 00:29:20.182
Well said.

00:29:20.182 --> 00:29:21.403
Here's my big takeaway.

00:29:21.403 --> 00:29:29.082
There was if you believe you're the best which you should, by the way, because that's what's in your control if you're there doing the work, then you have to believe that.

00:29:29.082 --> 00:29:30.545
Hey, this person reached out to me.

00:29:30.545 --> 00:29:44.871
It is my duty to be able to present, in the lowest possible threat, everything that is an opportunity here today for them and us to work together Exactly A hundred percent, man, and sorry, go ahead.

00:29:45.674 --> 00:29:45.734
Joe.

00:29:45.734 --> 00:29:47.201
Well, I was just you.

00:29:47.201 --> 00:29:50.553
Go first, Joseph, and then I'll just layer in a little bit on top, no worries.

00:29:50.913 --> 00:30:04.204
Realistically, the ultimate view that I'm seeing here is that it's an obligation we have, because if they don't choose you, then you know that you can't control that further action.

00:30:04.204 --> 00:30:06.236
I can control everything in my court.

00:30:06.236 --> 00:30:08.136
I can make sure I give them the best warranty.

00:30:08.136 --> 00:30:12.598
I can make sure that if something goes wrong I won't upcharge them and keep charging them more hours.

00:30:12.598 --> 00:30:15.210
I'll stay late and I'll push to get this done.

00:30:15.210 --> 00:30:18.938
When it's an emergency call I can't guarantee someone else will.

00:30:18.938 --> 00:30:30.549
So the line that I always like to reference to is I'll match their price when they match our service, and I haven't found someone to compete yet love it, jump in.

00:30:30.589 --> 00:30:31.571
Joe layer on.

00:30:31.612 --> 00:30:38.951
Man layer on sure I was just gonna say it and and all right, I 100 agree with everything joseph is saying.

00:30:39.894 --> 00:30:54.406
Um, the only thing that I'll add on is I think, um, a lot of people hear that like, oh, you have to get to the emotional reason why they should buy and they think about it the way that you just framed it right, which is playing on the person's emotions.

00:30:56.431 --> 00:30:58.615
But I think it's it's useful to think like it's.

00:30:58.615 --> 00:31:25.569
It's like very hard to get someone to buy something that they don't actually like, need or want Like, like the only reason that you're there to get the emotional like, like the only reason it's important to get the emotional attachment is so you can figure out if there's even a reason that they should buy and should go, you know, for the more permanent solution or the more, um, you know, the full package, as opposed to like something light just to fix the bandaid.

00:31:25.569 --> 00:31:42.401
And ultimately, if you do that, it's a better buying experience for the person because they're making their own decision as opposed to like what a lot of other people resort to, which is high pressure, high urgency types of sales.

00:31:42.401 --> 00:31:49.554
But if you get the emotional reason out and you ask the right questions and you're consultative.

00:31:49.554 --> 00:31:59.416
The person will make their own decision right there in front of you, and it feels better to buy that way and to be serviced that way.

00:31:59.416 --> 00:32:01.308
I agree with you there.

00:32:01.671 --> 00:32:03.116
Yeah, Great buyer's perspective.

00:32:03.116 --> 00:32:14.019
Speaking of perspectives, we have an inside perspective on AI ride-along software such as yours, and this is something that we picked up in our trainings.

00:32:14.019 --> 00:32:31.854
There was an individual recently, one of the best sales technicians for an outfit that we work with, and he was starting to see more objections in partner and email it over objections and as a result he wanted to focus on objection handles in his training and reported that up the ladder.

00:32:31.854 --> 00:32:39.987
But by using the software we're actually able to see that he was not adequately eliminating these objections.

00:32:39.987 --> 00:32:49.817
By asking some of the questions that are laid out in the process for him to do in the early stages, such as the FOIA rapport step where we get our now or later commitment.

00:32:49.817 --> 00:33:09.909
That's a prime example of how this software could affect you guys listening in real time and when I say real time I mean like immediately, Joe, how long after a call is done, does that call on average end up in the software for the team's utilization, team and individual utilization?

00:33:11.010 --> 00:33:18.957
Yeah, so if you, if you have an internet connection right, the the call will basically be uploaded and transcribed within a couple of minutes.

00:33:18.957 --> 00:33:32.550
And then all the fancy AI kind of heavy lifting stuff on top, like rating you on, finding the emotional reason to buy, identifying where each commitment took place, those those sorts of things can take another like 30, 30, 45 minutes.

00:33:32.550 --> 00:33:34.576
So it is pretty quick.

00:33:34.576 --> 00:33:39.335
And then if you don't have an internet connection like, it'll just upload the moment.

00:33:39.335 --> 00:33:46.097
You reopen the app with an internet connection, so people are able to action on recordings same day.

00:33:46.097 --> 00:33:47.645
Well, that's awesome.

00:33:47.866 --> 00:33:51.856
So like you can have a manager who is like hey, how did that call go?

00:33:51.856 --> 00:33:56.134
And it could theoretically provide a next day training with that information.

00:33:57.277 --> 00:33:58.887
Yeah, and not only that.

00:33:58.887 --> 00:34:09.016
What some people are now using it for is to identify whether a call should be rehashed because we missed something.

00:34:09.016 --> 00:34:11.012
We should have offered this based on the call.

00:34:11.012 --> 00:34:12.724
There was a low hanging fruit opportunity.

00:34:12.724 --> 00:34:18.067
Actually, we didn't offer financing here, but financing 100% would have led to the deal closing.

00:34:18.067 --> 00:34:20.813
So we'll be able to actually score on a scale of one to five.

00:34:20.813 --> 00:34:22.246
How valuable is this to rehash?

00:34:22.246 --> 00:34:32.056
And then a manager can call that person the next day and say hey, actually, based on the conversation, it sounds like this might actually benefit you and go and get that thing closed.

00:34:37.445 --> 00:34:38.307
That's amazing for the follow-up game.

00:34:38.307 --> 00:34:50.054
If you have a technician who's consistently having bottom option sales, that's a good thing to look at as well and be like well, how is he describing the problem, how is the solution presenting itself, and is he leaning the customer to a particular choice?

00:34:50.054 --> 00:34:53.793
I can imagine that'd be really helpful because it's like leaning the customer to a particular choice.

00:34:53.793 --> 00:34:59.849
I can imagine that'd be really helpful because it's like well, you know, you did change their GFI, but I can see clearly that he is working from home and he's telling me to keep stripping.

00:34:59.849 --> 00:35:02.516
Why don't we recommend a localization for him?

00:35:02.516 --> 00:35:04.771
Why don't we recommend a dedicated circuit?

00:35:04.771 --> 00:35:09.686
Based on what we're hearing, yeah, yeah, fully agree.

00:35:10.367 --> 00:35:12.090
So, joe, I want to respect your time.

00:35:12.090 --> 00:35:14.213
I know we're down to our last few minutes here.

00:35:14.213 --> 00:35:15.896
Are you a hard stop in two minutes?

00:35:17.338 --> 00:35:17.860
Let me check.

00:35:18.945 --> 00:35:19.365
And we could.

00:35:19.365 --> 00:35:20.990
I think we got a few minutes extra.

00:35:20.990 --> 00:35:33.786
If you do, I do zero headed.

00:35:33.786 --> 00:35:34.489
What's your vision for this thing?

00:35:34.489 --> 00:35:34.811
How big are you?

00:35:34.811 --> 00:35:35.213
Where are you going?

00:35:35.213 --> 00:35:35.574
What is your goal?

00:35:35.574 --> 00:35:36.338
When do you know you've realized it?

00:35:36.338 --> 00:35:42.257
I know I just unpacked a bunch there, but if you can short answer us on what you see for the future of zero, I'd love to know.

00:35:43.065 --> 00:35:54.405
Yeah, again, the vision is to make selling in the home in the field, servicing in the home in the field, the most accessible path to financial freedom.

00:35:54.405 --> 00:35:59.378
And we're going to do that by putting world-class coaching in every field pros, pocket.

00:35:59.378 --> 00:36:03.090
And so what's our measurement of success?

00:36:03.090 --> 00:36:18.195
It's like well, did we break the 80-20 rule, where 80% of revenue of sales come in from 20% of the reps, the technicians, and we believe that's because there's just not enough coaching.

00:36:18.195 --> 00:36:34.291
20% of the people are naturally going to be really good and they'll figure it out on their own, and the other 80% really are only going to be as good as the coaching that they receive because they're making some mistake that they can't figure out on their own.

00:36:34.291 --> 00:36:50.833
And so that's what success looks like to us is breaking the 80-20 rule, and what that means for the industry is like imagine a world where the average results were the same as your top performers.

00:36:50.833 --> 00:37:10.255
What what that does, not just to your immediate revenue, but also to the buyer experience, to the amount of referrals that you're going to get, to the cost of leads that eventually comes down because of that, to the amount of growth, like how aggressive you can be in growing your company.

00:37:10.255 --> 00:37:14.469
So, all of a sudden, each rep is a lot more, each technician is a lot more profitable right?

00:37:14.469 --> 00:37:16.155
It has all these knock-on effects.

00:37:16.625 --> 00:37:26.197
Recruiting becomes easier because the industry starts to become known as a place where people really do make the kinds of money that Joseph was talking about is so often promised, right?

00:37:26.925 --> 00:37:28.768
And how do we do that from here?

00:37:29.590 --> 00:37:50.054
Well, we're now finally at a place where we can measure not just like whether people are skipping a commitment or not following the process, but the actual nuanced sales skills, like authentically building urgency, like selling consultatively, like doing an emotional reason, level of discovery.

00:37:50.536 --> 00:37:58.115
So the next step for us is starting to automatically coach people on those things by creating little mini courses that you send to a rep.

00:37:58.115 --> 00:38:34.630
So you can imagine if it's the emotional reason thing sending them a little package of an example where they could have 30 second clip gone a little bit deeper and then immediately play afterwards an example from someone on their team they respect going a little bit further, and then explaining why that was so important and then prompting them to do a role play from that previous scenario where they do go a little bit deeper, and then the AI role plays and continues the conversation from there and then we pin that thing to their profile so they can track their improvement on that skill before they move on to the next skill, whatever the biggest improvement opportunity they have is.

00:38:34.630 --> 00:38:37.277
So that's kind of where we're trying to go.

00:38:38.204 --> 00:38:38.666
I love that.

00:38:38.666 --> 00:38:51.389
Have you got some stats that you would be able to share off the top of your dome from implementation, maybe some averages that you've been able to see in increases across sales and service technicians?

00:38:52.210 --> 00:38:53.211
Yeah, absolutely so.

00:38:53.211 --> 00:39:15.007
We've seen in the first three to six months anywhere from like 20% to 40% improvement in, basically, revenue per individual and those numbers sound huge and that's kind of the most rewarding part of it for us is that they're making so much extra money.

00:39:15.007 --> 00:39:22.262
I mean, we have an example of people who are like literally benched because they were doing so poorly that it just costs the company money every time.

00:39:22.262 --> 00:39:25.096
They went and sent them out leads but they got on zero.

00:39:25.096 --> 00:39:32.277
They wasn't the best class examples from their peers and when they came back in their first month they were above average for the company.

00:39:32.806 --> 00:39:35.860
That's going to be a huge moral boost too, or morale boost when they came back in their first month.

00:39:35.860 --> 00:39:36.744
They were above average for the company.

00:39:39.757 --> 00:39:45.554
So that's going to be a huge moral boost too, or morale boost, yeah, and we've experienced that across your team with everyone we've been in chats with and meetings with so far.

00:39:45.554 --> 00:39:47.942
Everyone is so excited about this bringing this forth in the industry.

00:39:47.942 --> 00:40:18.717
So we commend you on that and clearly you have an inspired staff and inspired team rather driving this thing and it's exciting for us to, as we've kind of dangled, we're joining forces with you, you guys, we're so thankful for you guys having us and helping us create a bit of an umbrella where even the smaller level guys who aren't yet quite past that seven figures or multiple seven figures maybe you're not ready for Service Titan just yet.

00:40:18.717 --> 00:40:22.893
You could still have this kind of software in-house.

00:40:22.893 --> 00:40:30.873
And I'm going to let you speak to this as well, joe, who is your ideal person to work direct with Ciro?

00:40:30.873 --> 00:40:39.438
Or, I guess, even if you wanted to speak to, to work with you through ServiceTitan, who's that ideal level of customer for you?

00:40:42.929 --> 00:40:43.269
Yeah, totally.

00:40:43.269 --> 00:40:45.753
So we're really just looking for two things.

00:40:45.753 --> 00:40:53.277
Number one it's someone who is going to be willing to invest the time it takes to get something like this started.

00:40:53.277 --> 00:40:55.389
It's not something where you just flip a switch.

00:40:55.389 --> 00:40:56.172
Right.

00:40:56.172 --> 00:40:58.257
There's behavior change with the technicians.

00:40:58.257 --> 00:41:03.925
There's behavior change with the managers, who now need to start using this tool to get the results out of it.

00:41:04.025 --> 00:41:10.452
If you just buy it and expect it to magically produce results, you're not going to have a positive experience, right?

00:41:10.452 --> 00:41:18.876
You need to invest time getting it up and running and getting people using it before you start seeing those results.

00:41:18.876 --> 00:41:34.032
So that's the first thing is someone who's, like, willing to spend the time on the onboardings, hold people accountable to using it in those first couple of weeks, while we're getting everyone acclimated and building the habit, and we'll, of course, support you with that.

00:41:34.032 --> 00:41:39.454
We have talk tracks on how to introduce this to your team and how to introduce this to management, how to hold people accountable.

00:41:39.454 --> 00:41:40.429
We have the dashboards.

00:41:40.449 --> 00:41:43.333
You need to figure out that people are doing things the right way, so on and so forth.

00:41:43.333 --> 00:41:54.335
And the second thing is it works best when you have at least 10 people out in the field, whether you're talking about sales, salespeople, technicians.

00:41:54.335 --> 00:41:59.483
So we are looking for people who have at least that 10 to get started right now.

00:41:59.483 --> 00:42:06.630
Eventually we'll start working with more and more of the you know the, the, the outfits that that are not at 10 yet, but right now that's.

00:42:06.630 --> 00:42:09.469
That's where you know we really, we really find the best results.

00:42:10.331 --> 00:42:10.952
That's amazing.

00:42:10.952 --> 00:42:14.086
Thank you for that, and that ties perfectly into what I'm saying.

00:42:14.086 --> 00:42:27.965
So even if you're someone who's under 10 and you want to explore what this could look like under the service loop umbrella, then you've got an opportunity to learn amongst other people in your industry, following a consistent process that we teach every single day of the week.

00:42:27.965 --> 00:42:32.815
On that note, I wanted to bring in a late but never too late win of the week.

00:42:32.815 --> 00:42:48.717
This one from Bailey, who just sent in a win this morning, said a year ago, when starting the business, we set up projections for one, three and five years, and Bailey says he's proud to say that their first year in business is larger than they projected for year five.

00:42:48.717 --> 00:42:55.077
So that's a massive win for Bailey and we've got some of that in our content today.

00:42:55.077 --> 00:43:03.987
If you're following us on Facebook you're in the Facebook group at Million Dollar Electrician You're also going to see some of that context, being that I hate to say this, guys, bailey's not in a big city.

00:43:03.987 --> 00:43:15.226
We've said this many times we don't serve communities, we serve people, and that's based on thousands of year old psychology and the emotional commitments that we talked about today.

00:43:15.226 --> 00:43:26.585
And if you can serve a person at a level they deserve, while serving them with the collective of your experience and knowledge in a way that is low risk, low threat and high rapport.

00:43:26.585 --> 00:43:35.527
Then, even in a rural country area like Bailey, you could see massive growth and fast forward your business by four years.

00:43:35.527 --> 00:43:36.610
That's massive.

00:43:36.650 --> 00:43:38.114
So big congrats to Bailey.

00:43:38.114 --> 00:43:39.717
Thank you for that.

00:43:39.717 --> 00:43:46.257
Share, brother, and just to finish us off here then, with the few minutes we have, joe, I wanted to thank you again.

00:43:46.257 --> 00:43:47.425
I did.

00:43:47.425 --> 00:43:52.394

AI Meets the Service Van: The Future of Sales Coaching with SIRO Ridealong

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