Just be professional...

[Greg Di]

I just received an contract acceptance email from a new customer I met with on Sunday.

Here's what she said:

"On a side note, I interviewed four other people for this job and I must say your approach, demeanor and professionalism impressed me very much and was in a completely different league than any of the others."

Honestly, things are slower than I'd like right now, but I'm not playing with my prices at all to get work. I'm just keepin' keepin' on the same way. My last two "bigger" proposals didn't get accepted (one was budget related as in THAT's HOW MUCH it costs? the other were people looking for a deal).

So...when the pickings are slim, all I can tell you guys is to never look hungry, always be well dressed and spoken, and never compromise your price.

I visualize Sonny sitting on my shoulder critiquing me on my appointments. I always try to make him proud...I think we all should.

[jacsul]

Re: Just be professional...

Congratulations, hope you do well on it.

Jack

[Ed Michnick]

Re: Just be professional...

So...when the pickings are slim, all I can tell you guys is to never look hungry, always be well dressed and spoken, and never compromise your price.

Great advice!

[Sonny Lykos]

Re: Just be professional...

Here's what she said:

"On a side note, I interviewed four other people for this job and I must say your approach, demeanor and professionalism impressed me very much and was in a completely different league than any of the others."

I visualize Sonny sitting on my shoulder critiquing me on my appointments. I always try to make him proud...I think we all should.

Thank You, Greg. What she told you is exactly what I want to hear from everyone here. I'm proud of you!

I remember hearing my 4 older brothers and sisters telling m about our Dad (he died when I was 10) telling them to never act hungry, and when anyone asked how business was going (he owned his own business) to always say and act as though it was great, even if the truth was the opposite.

That's why in the past when I started my business in Chicago, in Mich. or here, and people asked me when I could get started, I told them in about 3-4 weeks, even if I could start the next day. I'd call them back in a couple of days and said one of my customers get very sick and asked if we could postpose her job for a week or two, so I could replace her scheduled job with theirs and start immediately.

".....completely different league than any of the others."

As I stated on another thread, nothing is too minor to consider in our respective businesses. Nothing!

Congratulations for a deserved compliment from that customer, and the project.

[J.Buesking]

Re: Just be professional...

I visualize Sonny sitting on my shoulder critiquing me on my appointments. I always try to make him proud...I think we all should.

The same thing happens to me Greg. I have totally re-thought my approach on a lot of things and ponder what sonny would say about it.

[Sonny Lykos]

Re: Just be professional...

Guys, thanks for making me feel relevant, which is exactly how our customers want us to make them feel. One way we obtain their trust is by looking out for their benefit as opposed to our own. I think it was Zig Ziglar who said: "You can get everything you want out of life if you help enough other people get what they want."

On this thread, I'd like to suggest two books for those interested:

"The Trusted Advisor", which we should all strive to be in the perception of the potential customer, and "Trust Based Selling". Both excellent books that will effect how you sell, and help to show potential customers that you are a professional that can be trusted. Without trust, there will not be a sale.

http://www.amazon.com/Trusted-Adviso..._sim_b_title_1

http://www.amazon.com/Trust-Based-Se...pd_sim_b_img_3

[kreg McMahon]

Re: Just be professional...

hat's why in the past when I started my business in Chicago, in Mich. or here, and people asked me when I could get started, I told them in about 3-4 weeks, even if I could start the next day. I'd call them back in a couple of days and said Tone of my customers get very sick and asked if we could postpose her job for a week or two, so I could replace her scheduled job with theirs and start immediately.

.

sonny, that is so true, I have done the same thing on projects. on my honeydo 1-2 hour jobs I usually try and get out their within a week or even at the end of the day. but on my custom carpentry side I usully book 2-3 weeks and then if necessary(fortunatly I have been very busy the last month and prior) but I have used a similar excuse and it makes the customer feel good that you decided to put them in that open slot.

[Sonny Lykos]

Re: Just be professional...

Kreg, to go one further, once in a rare while I have someone being upset because I can't get to their job (a day or less) for a couple of weeks, they say that so and so can do it the day after tomorrow. To which I reply: "If you can find a contractor that is only booked up for 1-2 days, what does that tell you about that contractor." Works every time, and they decided to wait for me.

Another reason why it's smart, even if you are desperate, to give the impression you are the opposite. My Dad was right.

On the other hand, I always make my schedule very loose. When I worked 40 hrs/week, I'd only schedule about 35 or less for that week, just in case I got a call where they needed "it" done yesterday. Especially if the call is from a regular customer. Smart scheduling allows accommodation, but lets them know you juggled your schedule just for them. Gets you appreciation, and loyalty.

"Whenever I call Kreg he always seems to find time to take care of me within a reasonably quick time." I call that aspect of loose scheduling and taking care of those people, PR and Marketing. OK, you know I'm going to throw in - and "branding."

I mentioned this a year or two ago. When I was in Mich. and had say 4 guys in the field, I only scheduled 3 for 5 days, and left Friday open for the 4th guy for that reason. 6-8 guys and Friday was left open for 2 of them to handle the above situation or the job that took longer than estimated. Maintained our scheduling by doing that, plus were able to serve those "I need this done quickly" customers.

[Overbuilders]

Re: Just be professional...

I visualize Sonny...

...in curlers beating me over the head with a rolling pin because I went out drinking with the boys after work instead of coming home to a chicken pot pie dinner and a glass of milk or two.








Sonny...kidding. Hope your smiling. ;^)

[Sonny Lykos]

Re: Just be professional...

Hey! I love chick pot dinners!

Funny about that post I made (forgot the thread), about me washng the tile floor in the kitchen and dinette. Barb read it, and said "Do you remember when we did those 35 villas in Wyndemer, and I cleaned them all when each one was done?" That ended up being about $980K in total sales in the 35 villas.

Anyway, in nearly each villa when the woman of the house came home they said to Barb: "Boy!. I've been dreading the day it was done because I knew i'd then have to clean the entire villa. And you even cleaned the rooms in rooms they didn't even work in."

Change our industry. Think not as just a contractor, and not as just a subcontractor, and not just as a tradesman. Think of what goes through the customer's mind. Again, The Golden Rule. Think Perpetual marketing and PR. Think "branding."

Let's bring our industry from acting like we were brought up in caves, to acting like we exemplify typical permanent residents in the Ritz Carlton. My goal for each and every member of my extended family here. Like my own family, I only want the best for everyone here, and yes tough love is a bitch, but look what the results can be — people who can be proud of that they have accomplish - things they never thought possible. All of us - ordinary people making extraordinary successes. My dream of the future TAC members, unlike anyone else in our national industry.

[Scott847]

Re: Just be professional...

Hey everybody, haven't posted in a long time but I too have made the leap to being more professional in my presentation. I started by taking my design software with me on a laptop. After a quick discussion with the homeowners I let them know we can start the design in real time for $250.00, (gets me past that "do you do free estimates hurdle" and gets me paid for some of my time. Next I've been doing all my estimates via Xactimate and I show them every itemized dollar including my O&P. I don't leave this info with them, but will sit there as long as they want to review line items in detail. Cost info is usually presented on the second or third visit. Once they see all that we do and all the costs involved you can see them relax, we aren't just picking a number out of the air. Finally, I raised my prices in excess of 18%. I raised all the base pricing in Xactimate by 10% and raised my margin for O & P from 20 to 28%, and yes I show them this 28% number.
Results, in the last two months I have signed 4 of 12 projects for a total of $125K, all at the margins I need to make this business worth my time. So, be professional and be honest with yourself and your clients.
Take care,
Scott

[Sonny Lykos]

Re: Just be professional...

That's why in the past when I started my business in Chicago, in Mich. or here, and people asked me when I could get started, I told them in about 3-4 weeks, even if I could start the next day. I'd call them back in a couple of days and said one of my customers get very sick and asked if we could postpose her job for a week or two, so I could replace her scheduled job with theirs and start immediately.

Fellas and ladies, one of our contributors emailed me about my statement above suggesting that by doing the above I was not being consistent with "The Golden Rule, and disregarding several (8 to be exact) of those stated in the blog with "Admit it!". In other words, I was being deceptive to the customer, and perhaps that is not the advice I should have been giving to our peers.

Perhaps the emailer was correct, and if anyone here think I have diminished my integrity by saying the above, I apologize.

That said, in my opinion that white lie is no different from when I reply to my wife's question: "How do I look?", with "Nice!", when she could have looked better. I've been married for far to many years and know better. Besides, I have never publicized when I was hungry for a job because there are people that would have taken advantage of my situation at that time.

If a customer tells me she found a gorgeous wallpaper (it's not) for her bathroom and then asks: "What do you think? Isn't it perfect?" Should I tell her the truth? Granted, different scenario, but do I lie or not?

I stated my reasons for my initial comments above. Personally I don't think it diminishes my character, but I may be wrong. As with our customers, it's all in "your" perception, not mine.

[frenchie]

Re: Just be professional...

That said, in my opinion that white lie is no different from when I reply to my wife's question: "How do I look?", with "Nice!", when she could have looked better. I've been married for far to many years and know better.

So, Barb doesn't read JLC, I take it. :)

Virginia doesn't either, so I feel perfectly safe, admitting that I know exactly what you mean.

I agree with you completely about never letting them think that you're hungry for the work - especially if you actually are hungry. Desperation on your part will only inspire nervousness on their part.

[JimNeu]

Re: Just be professional...

Sonny:

Fellas and ladies, one of our contributors emailed me about my statement above suggesting that by doing the above I was not being consistent with "The Golden Rule, and disregarding several (8 to be exact) of those stated in the blog with "Admit it!". In other words, I was being deceptive to the customer, and perhaps that is not the advice I should have been giving to our peers.

Perhaps the emailer was correct, and if anyone here think I have diminished my integrity by saying the above, I apologize.

I was also going to mention that your approach was disingenuous, and misleading to the customers, and therefore could be construed as an ethical lapse and I could probably win that argument.

Having said that, and knowing that it may be misleading, I would, and have, done similar things to gain the advantage. Its a bit of a white lie, but no one hurt and the job, or house in my case, is going to be top notch.

Its a paradox and I'm guilty as charged. I'll just have to live with it. Jim

[Sonny Lykos]

Re: Just be professional...

Guys, technically, I lied, white, green, or not. It’s as simple as that. I lied.

And technically I also lie when asked “How are you doing today?” and I reply : ”Great”, although I actually feel a little off.

“Sonny! I haven’t seen you for quite a while. How’s your health?” From those who know of my medical history.

“Great!” Or should I run down the list of why I’m not really “Great.” So I lie, again.

Then again I am not Jesus, don’t pretend to be, and not even remotely close. Just one more mortal saying a lie once in a while. As long as I don’t say lies that hurt or seriously deceive people, I too Jim, can live with who I am.