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April 23, 2024
Ep 308 - Replay - Be Willing to be BAD at it to Get Great
Ever felt the pinch of rescheduling an while you're anchored to a job site? With Joseph Lucani by my side, we crack the code on this entrepreneurial headache in our latest podcast installment. We're not just talking theory; we're introducing the first-class membership pass, a solution ripped straight from the HVAC industry's playbook that promises to reshape your service strategy. Imagine offering top-tier service with priority scheduling and extended hours for members, all while streamlining your workload to favor more profitable opportunities. It's a revelation that could spell the end for your scheduling woes and we're peeling back the curtain to show you exactly how it's done.
Hold onto your headphones because we're about to take you on an educational odyssey where flunking is the way forward. Remember the days when a gold star was the pinnacle of academic achievement? Well, we're flipping the script and championing the lessons learned from our blunders. Join us as we dissect the failings of traditional education systems and make a case for embracing mistakes as indispensable teaching moments. Through personal stories and a critical eye, we navigate the importance of repetition and resilience, revealing how they forge the path to expertise and success.
Fasten your seatbelts for a rollercoaster ride of growth and grit, as we share Joseph's transformative journey from a "sales bot" to a seasoned pro. This episode isn't about quick fixes or overnight success—it's the nitty-gritty of committing to processes that pay off over time. We're inspiring electricians, and professionals in every field, to build robust systems and to improve continuously. Teasing our next episode, we promise an intimate look at Joseph's remarkable story, packed with actionable insights. We're stirring the pot of motivation and serving up a generous helping of inspiration, so tune in and let's start building legacies that stand the test of time.
Join us LIVE 5 days a week on the Facebook Community page:
https://www.facebook.com/groups/electricpreneursecrets
And see us and our stories and wins at:
https://www.servicebyelectricians.com
Transcript
WEBVTT
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Welcome to Entrepreneur Secrets.
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I'm your host, clay Neumeier, with my beautiful partner as always, joseph Lucani.
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We're here to help you master sales, simplify pricing and deliver consistent, premium level service.
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And boy, do we have some topics to help you with that today.
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First, I wanna let you know if you're listening to this, you literally just missed out on about seven minutes of pre-show in our Facebook group, the Entrepreneur Success Club, and we were live there.
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But we're moving on now.
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We've got a few things to discuss.
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One little problem came in from the live wall that we're going to let Joseph run away with here for a minute.
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Jason Broggy, did I say that?
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Right, jason?
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I'm sorry if I messed that up, just a tough install.
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He says rescheduling appointments because of being chained to the job site.
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We're going to touch on this and then we're going to tell you more later in the show about why you need to suck before you ever get strong, and we're going to tie it to Joseph's story who, as we said already, definitely sucked at 1.2, even though now we call him the sale bot.
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Joseph, the sales bot Lucani, fire away, brother I love it.
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So, jason, I want to speak directly to you on this, because this is something that really hurts my soul, because I've been there where you recognize that I have to do large projects in order to pay my bills, but you're so chained to them that you actually can't ever take a break away to deliver the service to a wider multitude of people.
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So you're stuck between am I doing projects, am I doing service?
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So one thing that I found that really, really, really helped in this particular scenario was creating what's known as the first class membership pass.
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Now, if you're not familiar with what that is, I'm going to give you a quick little highlight and I'll describe exactly how you can use this to leverage where you're available.
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And where you're not familiar with what that is, I'm going to give you a quick little highlight and I'll describe exactly how you can use this to leverage where you're available and where you're not.
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Does that make sense?
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Oh yeah, let's go for it.
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Awesome, all right.
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So the first class membership is it's actually a concept I adopted from HVAC trainers, because have you noticed that electricians, we very rarely have club memberships?
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It's almost always an HVAC or a plumbing company that says hey, we're going to come every year and we're going to tune up your furnace and we're going to check your water softener or water heater and fill the anode rods, and there's always something that they're doing, but we can do the exact same thing.
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We're not sorcerers and we should 100%.
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So the first class membership creates a group of tangible things that every single client, regardless of their financial background or their demographic or where they live, would appreciate.
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The first is, when you're a first class member, you get what's known as the front of the line pass.
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For anyone who's been to Disneyland, a good way of describing it is hey, you have the option of either waiting on line behind everyone else to ride Space Mountain or you show your wristband.
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You go right to the front of the line, which we'd prefer.
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The second is letting people know that, believe it or not, you have.
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The only people that have access to after-hour service are our club members, so you can actually start your day.
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If you're normally you're nine to five or eight to five, you can do seven to seven, exclusively for those kinds of clientele.
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So the kind of person that wants to use you may be like you know what, I don't get out of work until five o'clock, but I make so much during the day that you know what.
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It's worth paying a little bit extra for you to come in the evening.
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It's worth you coming a little bit before I go to work.
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Yeah, okay, I'll take that pass.
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The next is letting someone know I'm not going to nickel and dime you on any kind of dispatch or diagnostic fees for an entire year, no matter what happens, I'm going to make sure that as many times as you call me for this year it's carte blanche for me to show up.
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Don't even worry about it.
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We'll charge when it comes time to actually do some work, but for now I've got you.
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And then, lastly, is you're setting them up with a whole home electrical safety inspection every single year, whether that's in your winter season when you know it's slowest, or one year after they've purchased it.
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Now, I know I gave you a bunch of different things, but how can you use those to actually leverage your situation right now?
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Well, the first is saying if you're chained to a job, you're kind of stuck in the sack of saying you know what?
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I'm turning away calls.
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But what you could do is, if you're offering club memberships, you can say at this point, because of our services in such high demand, the only customers we're taking on right now are club members.
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Are you a club member?
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So any incoming call immediately becomes prioritized, as right now we are so busy, we are in such demand right now that the only people we're serving are those already in our club membership.
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Are you a club member?
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If they do want to be a club member, what you can do is you already have the enhanced services hours that you can provide them.
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You can say first-class visits, get the next available appointment, which means you're willing to bump any non-club member out of the way in order to service them.
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Now, once again, if you're physically chained to the job and you're like I cannot leave and they will literally fire me if I leave, then you know what.
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We can always do this in stages and we'll find a way to get you out of those situations in the future.
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But for now you can say not a problem, because our service is in such high demand.
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This is what we can do.
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I can either move you to the next available spot tomorrow morning at 8 am, or I can show up before our day starts, or I can show up after our day starts.
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These are only available to first-class members.
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Which would you prefer Now, jason?
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If you were to tell someone that you can come before or after your day and that because you're so busy, that's why you're only available in those hours, what does that say about your level of service.
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That's pretty damn high, right?
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Because very rarely does anyone ever say because I'm in such demand I can't cut to you.
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It's usually I'm stuck on a job, I'm doing a cut in, I'm in an attic, I don't know when I'll get out.
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That doesn't sound valuable.
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That sounds like you can't manage your time.
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But if it's because so many customers are banging down your door now there's a reason.
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There's a specific enhanced reason for why they want to call you.
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Man, he's got to be doing something right.
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People are banging on his door.
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So, yeah, what's your next available appointment?
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It doesn't have to be next day either.
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If your soonest appointment is Monday at 8 am, that's truly the soonest you have.
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You're allowed to offer that you could say right now the soonest first class appointment we have, because we are literally back to back from all the customers from the emergency service calls we're dealing with right now.
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The soonest we have is Monday at 7 am.
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If that doesn't work, I can also do Monday at 10 am.
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Which would you prefer?
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Get them on the calendar.
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When you get them on the calendar, you show up with your A game.
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It doesn't matter what the install is doing.
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It matters that your customers see you as valuable.
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When they see you as valuable, they will become more accommodating of your schedule, because when you're scarce, you're valuable.
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When you're not scarce, you're a commodity which would you rather be Jason.
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Valuable Ba-ba-bam Love it.
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Okay, here's how I'm going to tie in our topic for today to that little Q&A.
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If you're going to start this, jason and I strongly suggest you do this first class thing it begins at the front door.
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It's what we call our front door.
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Actually, you guys, this is something we give away, this little script that your CSR can be running, or even yourself, if you're still on the phones and if you typed in front door, we can actually hook you up with that little bit.
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In fact, when you came into this group, someone was supposed to offer that to you.
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So if they haven't yet, please type it in.
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It's owed to you.
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Free value piece.
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Here's the thing.
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As always, we're trying to get people to take action.
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Why we talked about it?
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It yesterday just saying pretty big podcast yesterday on exactly that.
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And you're going to suck it first, and that's how this started.
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You are going to suck it first.
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I sucked it first, joseph sucked it first.
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You're not born good at anything.
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That's false.
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If you've been watching the Michael Jordan series, anyone watch that.
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Go ahead and put a one in the chat if you have guys, but I'm going to say it anyway.
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I can't remember the actual name of it.
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The Last Chance, maybe, but Michael Jordan, last Dance, last Dance.
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Yeah, have you watched this too?
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Can't say that I have, but that's mostly because I've got two kids under three and almost every hour is me desperately looking for sleep point is this michael jordan sucked at first too, man.
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Thank you, louise.
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Last dance he sucked.
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And the only reason he became the greatest is because, as he got better, his older brother used to kick his ass every time he won and I'm not kidding, not meaning like pushed him, I mean he beat the shit out of him.
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If you win, you lose.
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And in his young adolescent mind it spun and became I can't lose.
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He has to win this show.
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It's actually sad if you watch this.
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Good, jason, glad to see you reviewed that front door script the other day.
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Reviewing is part of the battle.
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That's what we're talking about.
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It's going to suck at first, but if you'll use it, you'll get better at it.
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So this guy, considered one of the greatest athletes on the planet, definitely sucked at first.
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Here's what made him great he was committed because of the stuff he went through with his brother and his dad.
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Losing was not okay.
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It was not an option.
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You ever had something like that, joseph.
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Man, when we talk a little bit more about it tomorrow, let me just say that I can entirely relate with the feeling of I can't lose.
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There's no other choice.
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It's do or die.
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I have to make this happen.
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So yeah, that hits close to home.
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Absolutely.
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And that's a little nugget, guys, a little breadcrumb to let you know that again, tomorrow we're going to go through Joseph's story and let you guys in a bit behind the scenes on what happened and what caused him to learn and develop the sales process to that level, because it's actually quite incredible.
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If you've seen him stumped, then you've got one up on me.
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I haven't seen it yet.
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All right, no, thank you.
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Yeah, exactly.
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So what it takes to be strong at something is what we're talking about here.
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It takes a process, it takes repetition, it takes a process, it takes repetition and it takes refinement.
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If you have those three, you will win.
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In fact, it's the law of success.
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You will succeed faster than anyone just through that trial and error.
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It's actually the first thing they taught us in school.
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Did you ever have a kindergarten teacher, joseph?
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Yeah, I did, me too I remember this is.
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Coral.
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I remember her back to this day.
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You got her name.
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I don't remember mine, but it's nice to know that all the way from Vancouver, canada, to New York, united States, kindergartners are learning this lesson.
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I'm sure you'll agree Mistakes are how we learn.
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I'm sure you'll agree, mistakes are how we learn.
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I didn't have as nice of a kindergarten teacher, but you know what You're right.
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It's one of those things that is a hundred percent true.
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The only way you're ever going to learn is by failing.
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There was an expression that I was taught when I was younger and that really has carried me through a lot of things.
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I considered mistakes in my life, and that's this good judgment comes from experience, but experience itself comes from bad judgment.
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Sometimes you need to learn what not to do from firsthand experience so that you can say in the future oh, I recognize the situation and I'm going to make better calls the next time.
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So anyone who knows what they're doing very likely has a very big track record of failure, and that's totally okay.
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I do.
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Just like most, though, I was held back not by what our kindergarten teacher taught us that mistakes are how we learn but what our education system then showed us and trained out of us, which was not that mistakes are how we learn, but what our education system then showed us and trained out of us, which was not that.
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Mistakes are how we learn.
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There was several pivotal moments in my education, coming up through the teens and as a young adult.
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I'm sure you guys can agree where marks were on the line.
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If you were an honor roll student, you needed that for a scholarship not a lot of us in the electrical world, but some of us for sure.
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Great, awesome, right.
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Uh, the subpar mark was not okay, was it?
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If you were on the line of failing, the subpar mark was not okay, was it in fact, that marking system may have been the very thing that pushed you to drop out.
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If you're like me, that marking system may have been the very thing that pushed you to drop out.
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If you're like me, grade 11 education went to work right, still, by the way, not to toot my own horn here too much but by the way, later got accepted to a master's degree in business.
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So what's wrong here?
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It doesn't mean we're stupid.
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What does mean is that an education system gave us an example of something that is in contrary is contrary to what they taught us in the first place.
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Mistakes.
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It's contrary to human psychology.
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It's contrary to so many things.
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You need to be able to fail, because in order to fail, that means that you had to try something.
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And can you ever fail, can you ever succeed without also trying no?
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And who tries everything and succeeds 100% every time?
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First try no one.
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So you would think that it would make more sense to say we learn through our mistakes.
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There's really a concept I found, which is there's only two outcomes to every situation You're either going to win or you're going to learn.
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There is no win and lose, because in losing you learn better and more concrete lessons than you ever would if all you did was win.
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Yeah, totally, and this kind of ties into yesterday a bit, guys.
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But again, you need a process, you need repetition and you need refinement of that process to make it work for you to become an all-star.
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So here's what we kind of see often adopt a process.
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I'm going to learn from others.
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They see the process.
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It scares them a little bit because it's got to be new.
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You have to suck at it.
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You have to be willing to go in front of the mirror and read this script to yourself to make it work for real with a client.
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And if you'll do that that counts as repetition.
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And if you'll do that you'll learn a thing or two, even just in the mirror, won't?
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you can I touch on that you'll refine it and you'll become great at it and it will work.
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And something I think we may have said this yesterday right, don't tell us it won't work.
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Show us.
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And something amazing happens when you try to show someone something doesn't work, it starts working.
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Run the play, run the play and then tell me it doesn't work.
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It starts working.
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Run the play.
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Run the play and then tell me it doesn't work.
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All right, you ready to talk a bit about?
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Give a little teaser how bad you sucked in the beginning.
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Yeah, I was going to say now you guys will learn that I have my reasons why I sucked so much, and that'll be more tomorrow.
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But let me just tell you that I couldn't close a door, and that'll be more tomorrow, but let me just tell you that I couldn't close a door.
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It was pathetic on the most personal level.
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And the thing was is that it wasn't just on opportunity calls, it wasn't like oh Joe, just can't sell a generator.
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No, I couldn't close a service call Like I.
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Literally you could have no power and I would leave and you'd still have no power.
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That's how bad I was.
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I shouldn't laugh the only reason you laugh is because that's a drastic difference from today.
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But that's the thing.
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It's not that I am anything special.
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There is nothing special about me.
00:16:24.052 --> 00:16:25.927
All it is is commitment to process and the ability of saying I am anything special.
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There is nothing special about me.
00:16:26.155 --> 00:16:29.631
All it is is commitment to process and the ability of saying I refuse to die.
00:16:29.631 --> 00:16:43.158
And maybe that's giving too much away, but the thought is that I will not allow myself to fail and if I do fail, I'm going to learn a lesson from it that I wouldn't have been able to learn if I had succeeded.
00:16:43.158 --> 00:16:49.837
And it's sometimes having that grace of saying that's okay, as long as you're learning a lesson, you can grow from it.
00:16:50.705 --> 00:16:55.826
In fact, to illustrate that, I want you to repeat what you said to one of our clients in RSS earlier.
00:16:55.826 --> 00:16:59.917
I think it was something to the dune of like there's just monkeys and percussion in here.
00:17:06.825 --> 00:17:07.407
Yeah, I was going to say so.
00:17:07.407 --> 00:17:14.354
When people people may look at me, I mean I have the title of the sales bot and it's funny because I've actually been called that ever since I was in the trades Like it's actually something that's stuck with me on almost every industry.
00:17:14.354 --> 00:17:20.807
It's the robot, the sales bot, the machine, and you know that's for a lot of different reasons which we're going to talk about.
00:17:20.807 --> 00:17:28.977
But if you look at me, you may think that it's like some encyclopedia that you could just pull out sales scripts, but really my head is empty.
00:17:28.977 --> 00:17:36.438
It's like, really the closest comparison is there's a monkey doing jumping jacks and banging a cymbal and that's really all it is.
00:17:36.438 --> 00:17:41.336
If anyone ever seen the Simpsons episode of what's going on in Homer's brain, that's literally it.
00:17:41.336 --> 00:17:47.425
And it's okay, you know what?
00:17:47.425 --> 00:17:48.868
Because I don't want to come across that I'm better than any of you.
00:17:48.868 --> 00:17:55.448
I want you to see how weak I am, because if someone like me can do it, why the fuck can't you guys?
00:17:55.448 --> 00:18:00.075
I know you can do it superpower man.
00:18:00.615 --> 00:18:03.746
So again, that leads us right back to what we're talking about.
00:18:03.746 --> 00:18:11.180
There's a process that process that Joseph spent a lot of years dialing in, decoding HVAC and plumbing training.
00:18:11.180 --> 00:18:24.058
Seven years of coaching yourself right With your former mentor, yep, decoding that information, recoding it in a way that was useful for electrical right.
00:18:24.224 --> 00:18:43.353
Stop trying to sell capacitors and contactors, contactor coils even I've never I've never sold a water softener in my life, but I can tell you exactly when you're supposed to be changing the anode rods right it's like great, like I'm so glad to know about this information right and in the whole time you're.
00:18:43.933 --> 00:18:45.496
Why is this not being done?
00:18:45.496 --> 00:18:48.626
Why is no one have this training for me specific?
00:18:50.151 --> 00:18:57.527
Maybe the electricians are the redheaded self-child I mean, for anyone listening, do you ever feel like that, that like people just don't want to work with you because you're a sparky?
00:18:57.527 --> 00:19:03.212
It's like what you can't sell an air conditioning system, therefore we're not going to make enough money to make it worthwhile to invest in us.
00:19:03.212 --> 00:19:06.285
Like why is that a thing system, therefore we're not going to make enough money to make it worthwhile to invest in us.
00:19:10.325 --> 00:19:14.250
Why is that a thing which, by the way, is just inflated revenue numbers because of distribution and markup, distributorship.
00:19:14.250 --> 00:19:17.719
Right, james says yes, mr bliss, thank you.
00:19:17.719 --> 00:19:19.703
Right, you're not alone, brother.
00:19:19.703 --> 00:19:32.108
We are with you two master electricians with business addictions, fed up with an industry not having training available to you guys to help you with a process that actually speaks to what you're trying to install and service.
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It speaks to the needs of the clients that you're trying to build relationships with.
00:19:36.729 --> 00:19:43.688
Why has it been this hard?
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