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Putting it all together

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Putting it all together

Working ON Your Business

Now that we’ve covered why you have to make it a priority to work ON your business, rather than in it, what could happen if you started working ON improving your business? Let’s begin with writing out your domino flowchart, where you’ll focus on writing down all areas of your business.

I want your roofing business to succeed. We’ve covered several topics throughout this book, and I hope it is apparent that I am passionate about the topics we’ve covered. I want to help your business thrive and this is why I wrote the book.

What’s it all Mean for the Company?

I want to show you that once you get it all right, once all of your dominos are properly aligned, you can grow your business. And, it’s not only your business, but you’ll realize profound differences in other aspects of your life as well. Money is a big part of life and our ability to enjoy it. Otherwise, you’re not going to realize the ROI and profit margins that are out there to be made. I want to help you improve your business, so that you can increase your margins, and start enjoying other aspects of life outside the office.

Don’t Get Stuck as a Business Owner

What we seem to forget after starting a business is the reason we began the business in the first place. For most people, it’s about

  • Taking care of their family
  • Making sure they have funds set aside for their kids to go to college
  • Making larger charitable donations to organizations they believe in
  • Enjoying travel and exotic trips

The life you want is fueled by your business and its ability to grow. When you get stuck as being a business owner, rather than a business builder, you’re never going to achieve these objectives. As a business owner you’re simply creating another 9 to 5 jobs for yourself. Didn’t you leave your last 9 to 5 jobs for a reason? Don’t get stuck in that rut once again. The techniques and methodologies I’ve included in this book are intended to help you avoid that. Become a business builder instead. Don’t get stuck in the same trap as other business owners. Focus on the tips I’ve taught you and build your business.

Business Owner vs Business Builder

Remember, my primary goal is to help you become the ultimate business builder. I want you to thrive in the roofing industry and offer the greatest services to your local customers. So, let’s break down the difference between being a business owner vs a builder.

Business owner

As a business owner, you get caught up in the weeds, doing the daily jobs within the organization, which should be left to your employees, managers, and supervisors. You start running on that hamster wheel and don’t know how to stop it. Employees come to you to resolve everything, no matter how big or small an issue is within your roofing business, they expect you to take care of it.

Business builder

Now, the business builder, this is the category I want you to fall into. As a business builder, you are a powerful entrepreneur. Your focuses lie in

  • Increasing sales margins and marketing the business
  • Focusing on ways to grow
  • Meeting with prospective suppliers, marketers, and customers

When you’re the business builder, you know how to delegate tasks and you know how to avoid getting caught up in the mundane, trivial tasks, which are best left for your managerial staff to sort out. You don’t get caught up in the daily talk in the organization; instead, your primary focus is the growth of the roofing team and building up your organization from a place of leadership.

Business Owners Lack Focus which Limits Growth

A business owner doesn’t understand that they can’t always be “the nice guy.” And, most business owners believe that as long as their service is good, they’re great with customers, and they offer a wide range of services, they’re doing enough. You never want to fall into this mindset of “doing enough.” Instead, you want to maintain focus on continual growth, development, and building the organization.

Successful Business, Successful Life

To create the life you’ve always dreamed of, building a successful business is the cornerstone of your happiness. It’s the vehicle that is going to drive you towards financial freedom, and not having to stay in the office 9 to 5 (or later) working that job you hate. Instead, it’s going to allow you to take those vacations with your family, and make sure your managers and supervisors are running the roofing contractors and getting things done on time.

From a young age, most of us are conditioned to believe we have to work as part of a team. We allow society to dictate our success or limit our dreams of being highly successful. Don’t fall into this trap. The people who are trying to limit your growth are those who have failed themselves. They didn’t have what it took to be the business builder. So, they believe you can’t do it either.

This isn’t the case. If you’ve already built a successful roofing company, you’re halfway there. And, if you’re already experiencing growth, have added new clients to your local market, and are working on new plans to expand and develop, you’re on your way to becoming that successful business builder that can have exactly what they want. A great life, family, and balance. Stability, financial freedom, and the ability to enjoy time with your family, without getting stuck in the daily monotony of operating a business. Don’t allow others who have failed, to dictate what you believe or what you know, which is that you are a successful business builder, and are going to achieve the pinnacle within your industry.

Don’t Allow Society to Limit You

You can have your dream home(s), take multiple vacations annually, send your kids to the best schools, and not have to work every day of your life. People who try to spin this narrative are those who have failed. They’re the ones who weren’t willing to take a risk on their company and allow it to grow. They weren’t business builders, they were afraid to step outside the office and focus ON their business. Instead, they remained inside their business, and are now stuck working crazy hours and micro-managing every aspect of the company.

To be successful, stamina, integrity, and desire are extremely important. You’ve made it this far, so I’m sure you possess these qualities. I’m here to help you with the other half, building your business as a roofing specialist, so you can achieve these successes as you move forward in life.

Let’s Play a Game of Dominos

So, let’s say you took the advice I’ve given starting with chapter one and you’re still with me.

Before: ABC Roofing

  • Lead Flow is 100 leads a month
  • Booking Rate is 40%
  • Closing Rate is 20%
  • Average Client Value is $1,500
  • TOTAL MONTHLY REVENUE: $12,00

I know you took my advice, so at this point, you have increased lead flow, booking and closing rates, and you’ve also increased your client value. Your referral rates have also gone up as well. You also took my advice by outsourcing to a reputable marketing agency and maximized all sources of leads that you received. This lead to 40% growth. You also taught sales training which helped your company increase its booking rate by 30% this also led to an increase in your sales closing rate by 20%. And, you increased the value of each of your customers by $500 as well.

So, what do the numbers have to say now?

After Implementing Dominos: ABC Roofing

  • Lead Flow is 140 leads a month
  • Booking Rate is 70%
  • Closing Rate is 40%
  • Average Client Value is $2,000
  • TOTAL MONTHLY REVENUE: $78,400

Pretty impressive! You’ve seen a growth of 553% by working ON your business. I hope this little example proves just how beneficial it can be to take the right steps, and how much potential there is for your roofing company to grow.

Taking the next steps

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Taking the next steps

I’ve covered plenty in this book, and a majority of the roofers who buy it, are going to get to this point. They’re going to get to the end, and this is my objective. Since most of you are smart entrepreneurs, you’re going to follow the blueprint and next steps I’ve laid out for you. With this being said, many of you will fall back into your old practices of being an employee and working in the business. Those of you who follow through to the next steps are going to succeed and see your business flourish.

I want you to realize that as long as you follow the tactics and blueprint I’ve laid out, you’re going to succeed. I hope you’ll take that lead in the market, stand above your competitors, and become a head roofing professional in your local market because of the steps you’ve taken to grow.

My Special Offer to you!

How would you like to take a 30-minute growth consultation with my team? If you’ve made it this far, I know I’ve piqued your interest. I’m here to offer you a free 30-minute consultation now. And, I want to offer you a free, custom marketing strategy, which is valued at $1,000 from my business.

WARNING: I want to make it clear that before you choose to accept my offer, this isn’t for everyone, it’s not for the faint of heart. I’m only interested in working with those who are serious about taking the next steps, working with me, and focusing on developing their roofing business to grow.

My team will do the heavy lifting to help you grow. However, you’re going to have to put forth the dedication and prove that you’re willing to follow through, for us to work together, and truly help your figures skyrocket.

If you’re ready to accept the challenge and offer, I’m ready to help! Book your free 30-minute session with my team now, and we’ll help you get to where you want to be as a leader in the roofing industry. Please book quickly. My digital strategists only have a limited number of spots available, and they’re filling up. Furthermore, our accountants aren’t thrilled about the FREE offer we’re making. So, take advantage of it now, before it’s off the table, and I go back to charging for the consultation with my team of strategists.

So, what’s next?

What I’ll need you to do is fill out the short application below and submit it. The form’s unobtrusive and will only take a couple of minutes to fill out. It’s basically for us to get an idea of what you’re selling and what your business does, so we can come up with the custom blueprint for your company during our strategy session.

I’m 100% confident that working with us, our team will help you transform your roofing business and help you take the next steps to change your business, and other aspects of your life positively.

Ready to schedule your call? Go to roofingmarketing.com to set up your appointment. I’m willing to put up $1,000 of my company’s money to assist you. So, let’s get this great relationship underway, I’m ready to help you develop and thrive as a business owner moving forward.

Sincerely,

Eric Keith Head of Growth BlackStorm Design + Marketing

Introduction

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Introduction

Business owners looking to grow their roofing business need the right resources in hand. Our book was written with that premise in mind to provide you the resources to grow! We make every effort to explain, in detail, the steps you will need and core business practices you’ll have to implement, which will lead to a great deal of success. Some steps are simpler than others; but, don’t overlook the small steps as these can help you increase profit margins over time when implemented alongside our more detailed strategic plans. If you’re already in the process of growing your roofing company, utilize the chapters like a checklist to see what you’re missing, and integrate it into your development.

Owners… The Key to Success is Working on, not in, your Business

You’re the owner, not an employee. Think of it this way; you hire employees to work in the business. They do the day to day tasks that keep your organization running. You, the business owner, are the boss. Don’t take that title lightly, not everyone is born to be that kind of leader, and you worked your way up to get there. You’re the one who is in charge of making sure the work is getting done.

Every boss is going to have different duties, which are often self-appointed. And, these come in the normal course of business. We look at it as trying to put out fires or handling priorities. Many bosses/owners try to put out the fires and serve as crisis managers. This isn’t your job; you hired a person (managers and supervisors) to put out the fires. You should be taking steps to run the business. As a boss, the last thing you should be doing is sitting at your desk waiting for someone to come through the door and ask you to resolve a problem. That’s not your job.

Mistake of Micro-Managing

A major mistake many owners make is that they train new employees to bring all concerns back to them. This is the wrong approach; you’re taking the onus off your employees. Your managers and supervisors should be where employees go when there’s a problem, not to you. There’s a big problem when this becomes a normal routine within your business. What happens is that there’s no leverage within your business. When you’re running the day to day tasks, there’s nobody at the top, who is projecting for future growth. So, what can happen in the next six months, 12 months, 0r 24 months? If you’re not planning for future growth.

What You are not Doing Hurts the Business More than What you are Doing

When you take this style of owning/managing, you don’t get the necessary training in the field. You’re not learning what other business owners in your niche are learning or doing the training they’re doing. So, you don’t have the tools you need to develop your business any further. If you’re handling tasks within the four walls of the business, who’s

  • Going out to meet with clients
  • Setting up meetings for prospective business partnerships
  • Planning marketing or social media campaigns, and so forth?

The answer is no one! When you spend all your time focusing on what’s happening in the business, you’re doing more harm than good. The reason is you’re not doing the above-stated tasks, and other tasks, which could help grow your company.

I often travel and speak to roofing business owners, only to learn many of them telling me they don’t have time to do everything they need to get done. They don’t have time to work on the business, and eventually, they get burnt out because they are doing too much. As a business owner in the roofing industry, you’re not alone. Burning out and feeling overwhelmed with things, is just a part of the business. And, as an owner, you have to shoulder this weight if you want to see your company grow. And, the longer you stay in this roofing industry, as the company grows, and as you gain new clients, you are going to feel the effects of burnout even more. It’s just the normal course of being a business owner and having to shoulder the good and the bad, which comes along with ownership.

Why do so many business owners experience burnout so often? Why do they always feel as if they do not have enough time to get things they need to do, done? The primary reason is the example we just laid out for you. The simple fact is that you are spending too much time micro-managing. You are allowing your employees to walk into your office each time a small problem arises and putting the burden on you to resolve it. They’re not taking the right steps to try to figure it out themselves. Instead, they just come to you when any little thing goes wrong. This is the key to failure in the long run, and it is the key to you prematurely burning out and feeling overwhelmed with trying to take on too many duties at the same time.

It does not have to be this way, nor should it be this way! As the owner of a roofing company, you need to take a step back and look at what you want to become. You don’t want to remain stagnant. You don’t want to limit your growth, and you shouldn’t want to limit your potential to take over new local markets in the roofing industry. So, the first thing you’re going to have to do, is figure out a way to reassess how employees are working, where they are going when a problem arises and figuring out ways in which managers and supervisors are going to take the reigns to resolve them, rather than you having to do so much work to run your business. Remember, you shouldn’t be working in the business, at least not if you want it to succeed and grow over time. Instead, as the owner of the roofing company, you need to work on the business and find ways in which you can improve, develop, brand yourself as a leader, and grow within the local market you’re serving.

The Domino Effect

I often played with dominoes as a kid, even as an adult. Something is alluring about watching that row of dominoes push one after the other down the line, until the very end. What I learned is that if one domino is out of line, and doesn’t hit the next one in the exact location it should, the effect I want to see isn’t going to occur. Often, it’s the primary dominoes, the first few that you lineup, which is going to be the most important ones. These are the ones that will give momentum in the row to push the remaining dominoes down.

The earlier dominoes in the series, or the first few I would line up, were always the most important to the remainder of the dominoes falling accordingly and taking on the path I wanted them to take.

I frequently think about how business works like dominoes. Everything has to be perfectly lined up for the processes to work themselves out accordingly. Think of it as drawing out your business from the very beginning. So, you would write down your plans and proposal. You’d write all your steps in development, invoicing for a new job, and finally getting paid for that roofing job you complete for a client. When you look at the final picture, you see that all the steps in the process are important. You need to create a proposal, a plan; you need to get the right supplies, do the work properly, and ensure customers are satisfied, to invoice them, and ultimately get paid. But, the domino effect comes into this as well. The earlier stages are the most important. If your proposal falls flat, you’re not moving forward, right? Or, if you don’t have supplies lined up, your roofing project can’t go forward. If the earlier stages of the process don’t “fall” into the plan, the rest of the project is going to fall apart fairly quickly.

Our approach in formatting and writing this book is to mimic the roles of dominoes in the game you played as a child. We want you to think of your roofing business like the game of dominoes. If you don’t get the first few dominoes right, what’s going to happen? Things are going to fall apart and crumble in front of you; you’re not going to grow a long line of dominoes (or a bigger/better business). We’ll help you focus on making sure you get the initial dominoes right and properly lined up. From there, you can start focusing on what follows and what you’ll have to do to continually grow the business.

You can see a simple domino flow chart in the link below. This is the approach we are going to take in presenting this book to you, to help you run and grow your roofing business over time.

[Lead Flow] > [Booking The Lead] > [Closing The Sale] > [Client Value] > [Profit]

Systematize, Outsource & Automate

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Systemization, Automation & Outsourcing

Systematize your roofing business

Systematization is the foundation of a great organization. When there’s organization throughout, and when you and your employees know what’s going on each day of the workweek, it’s much easier for team members to remain on task.

When there’s a great system in place, it’s easy to track how your business is operating, where it needs to improve and allows business owners to figure out ways in which they can optimize and streamline processes, to maximize efficiency. When there’s a great system in place, organizations can also figure out areas in which they need to bring in more employees, to further speed up how tasks are being performed within the workplace.

Regardless of the organization, the processes, or what tasks you entrust your employees with, systemization is critical for all cogs to work together efficiently, and maximize profit margins,

What Benefits does Systemization Bring to your Organization?

In most organizations, systems are developed unconsciously by managers, CEOs, and leaders in the organization. This may occur because

  • The same processes are completed day in and day out, so they become the norm
  • The company is following a formula which was developed by another executive which worked well and led to success, so the company implemented it within their team’s infrastructure
  • Or, some leaders learned processes and systems which worked in a previous place of employment and brought them along to their new organization.

Regardless of where you learned the processes, you’re currently utilizing within your organization, teams are unconsciously following a systematic approach towards completing their work each day. Then, some systems aren’t working. In such cases, organizations will try something new each day or every other day, to find things that will eventually work for the organization. Then, this becomes the systematic approach the team follows for future projects they tackle.

When you begin systematizing tasks, you’re making a conscious effort and paying attention to documenting the processes which are working. In turn, companies can

  • Figure out where they’re doing well and which areas need improvement
  • Learn areas where the organization can combine steps or simplify processes
  • Figure out ways in which moving to a different system will improve efficiency and result in the smoother internal operation

It will require time, dedication, effort, and you’ll have to document the systematization processes you’re trying as a manager or business owner. However, doing so allows companies to improve their efficiency which will eventually increase profits for the organization.

What Should Companies Systematize?

Where should you begin? Here are a series of steps you’ll want to take as a business owner to learn what you should systematize to improve operations.

1) Create Operational Lists

By creating lists of duties such as call taking, schedule making, sales, production, and so forth, you get a better understanding of the operations your company engages in each day.

2) Break the Operational List Down into Regular Tasks

Once you have a list with major categories, create timeframes. Which tasks do you perform daily, weekly, monthly, quarterly, bi-annually, and annually? This creates a framework for your systems.

3) Break Down the Steps of Each Task on your List

At this point, you’re going to create a list of steps required to complete each task. Let’s take sales for example. Under this task, you’d list the steps in this area, which might look like

  • Creating an follow up list
  • Making sales calls
  • Sending out updated proposals, and so forth

Of course, every company is going to follow a different set of steps for each task on their list. But, you’ll want to list the steps you take for each major category. With your steps in place, you’ll organize this into an organized/bulleted list. By looking at each task, step-by-step, you might realize ways you can maximize efficiency. Maybe you can combine two steps, or reorder the steps to avoid future mistakes. It’s a great learning process and allows you to create a mind map of how you’ll complete similar tasks in the future.

4) Document Each System

For each of these systems you’ve created, build an independent document for each one. Label it, identify the contents of the document, and store it properly. What this allows you to do is

  • Share the information with new employees or contractors
  • Utilize these new processes for training and making sure all employees are on the same page
  • Reference different systems when you see things aren’t being done properly

With each document, you might choose to print it out and add it to a company binder. It’s also a good idea to label the documents and save them as a Google doc folder in the Cloud. This ensures employees have access to it, and everyone in the organization understands the systems which are in place.

5) Add & Refine

As a business owner, you want to continue growing. So, as your business grows, you’re going to add new tasks, meaning create new documents. And, you’ll refine old processes and ways in which you did things in the past. Over time, you recreate processes and allow new team members to introduce their ideas. If your systems only focus on how tasks were completed 5 years ago, what good will that do for your future growth? This is where adding and refining, and continually improving, results in greater growth.

Systems Benefit Organizations as a Whole

As a business owner, systems are your friend! They help you maintain operational flow, focus on areas that require improvement, and continually recreate how your team operates. From the outside looking in, it seems like a daunting and tedious task to systemize how your company operates. However, it’s simply a method of recordkeeping. It’s a way to write down the things your team/company is already doing. Plus, it allows you to share it with future team members and employees, and continually add to the tasks, resulting in continual growth for your organization.

Automation

Why Your Company Should Automate Tasks

Customer satisfaction results from organizations doing things right. Automation helps your company on its journey to create an environment of excellence, dedication to clients, doing things right, and ultimately, turning higher profit margins over time. What is business automation? It’s a process by which companies utilize technology to complete processes/tasks the organization completes regularly. It helps to

  • Reduce manual labor
  • Cut costs/material
  • Improve efficiency
  • Speed up processes and improve the outcome of those tasks

Apart from these above-stated reasons, these are some additional reasons organizations should consider automating their business processes.

Streamline

When you automate tasks become streamlined. It’s easy to gain valuable insight, increase accountability, receive notifications when tasks are complete, and improve turnaround time. Furthermore, it helps eliminate waste and allows employees to focus on more specialized tasks, rather than performing mundane processes.

Standardize

With automation, also comes increased standards. Since you know the quality/product is always the same, it eliminates human error. Plus, it allows your company to set a higher quality standard, which your customer base will view as reliable and dependable.

Increase Customer Satisfaction

When quality is greater, you’re more reliable, and tasks are done properly, you increase customer satisfaction. That’s the end goal, isn’t it? With happier clients, you avoid loss/bounce rates, increase profits, and become an industry leader in your roofing niche. All of this can help increase market share and improve your visibility as a roofing company.

What Tasks can Companies Automate?

There are several tasks organizations can automate. Some criteria which will guide what processes you automate are as follows. If tasks require multiple people to complete or are something your company does in high volumes, you can automate. If tasks are time-sensitive or undergo auditing, continue automation. Lastly, if the task impacts other areas of the business, you might choose to automate.

If all of the above criteria are met, automation might benefit the organization. Let’s highlight several tasks you might choose to automate including

  • Helpdesk tasks and customer email responses
  • Push notifications
  • Aggregating or migrating data
  • Time off requests by employees
  • Procurement processes and tasks within a call center
  • Tracking time, attendance, sales, orders, and inventory
  • Payroll, accounting, collections, and invoicing… and, the list goes on!

What Can you Expect?

Your business will see many benefits after you automate multiple tasks. Cloud-based systems automate and store data online, this allows easier access for all employees/staff of critical company information in one place. It’s easier to track and monitor progress, and organizations become more transparent (employees/employers know what’s going on everywhere). Accountability and visibility are also heightened.

Companies can monitor progress on the go; if they spot errors, its easier to fix them immediately rather than allow them to continue. Performance reports will also indicate insights, so companies can implement preventive measures to reduce errors going forward. With fewer hands/people and more automation, turnaround is faster, meaning products/services are pushed out the door faster. This results in happier clients! This also allows companies to allow employees to do more specialized jobs. By automating mundane tasks, employees can focus on other aspects that require human touch/interaction.

Ultimately, automation improves efficiency, speed, and corrects inaccuracies and inconsistencies. Continuous process improvement results in increased efficiency, and increases in response time.

Outsourcing

Why Should Companies Outsource Duties/Tasks

Think about it for a minute. As a small business owner, you want to maintain full control of your operation. But, is it possible for you to wear every hat within the organization? Are you a

  • Bookkeeper
  • Marketer
  • Digital/online expert
  • Copywriter
  • Salesperson, and any other professional duty you want to add to the list?

The answer is no. You simply can’t do it all and manage an effective business. You need people to help you in areas they specialize in, which you don’t have the expertise in.

If you’re answering phones, replying to client emails, and going out on sales pitches/visits you’re not utilizing your time or resources effectively. You might even be losing money on some deals. This isn’t something you strive for as a business owner. Sure, you’d like to give personalized attention to every task. From tweeting to calling vendors, and writing email responses. But, this daily minutia hinders your growth. It doesn’t allow you to focus on the big picture, which is growing your business. What’s even worse is if you aren’t skilled at certain tasks (like writing web copy or social media management), and you make errors along the way. This will cause your business to appear as if you’re incoherent, and don’t know what you’re doing.

These are a few of the instances where outsourcing can benefit you. Think of it this way; if you can spend your time doing something else, which will create greater profits, you’re wasting your energies and potential in doing the smaller tasks. Or, if you are spending more money trying to do everything on your own, you might consider outsourcing to third-party specialists.

Should you Outsource with Employees on Staff?

In some cases, yes, it’s still beneficial. In a Deloitte survey, the results indicated that several tasks were commonly outsourced by major organizations. IT was the most outsourced task, followed by marketing, tax work, accounting, and other financial duties/tasks. Why? These tasks require specialization or knowledge which most employees don’t possess (unless they’re marketers, accountants or IT pros). Hiring a specialist means

  • You’re paying an employee benefits
  • You’re onboarding a new team member
  • You have to train the worker
  • You’ll realize increases in payroll costs
  • You now have to manage another employee

So, instead of hiring a full-time staff member, many companies choose to outsource these specialized tasks instead. It’s cheaper and doesn’t require companies to increase payroll each year.

So, Which Tasks Should you Outsource?

Outsourcing will increase your operational costs for a few months or even a few years. However, it allows you to take on new challenges and pursue other business opportunities you otherwise would have to forego. It frees up your time as a business owner, so you can focus on business growth, rather than the small tasks. So, even though it costs a little more initially, as time passes, outsourcing pays for itself! It’s a worthwhile investment for any business owner to incur.

The tasks you choose to outsource will vary for each organization. Especially those on a tight budget, you need to consider highly specialized areas, to determine the best areas to outsource. Some of these areas include legal services, IT, marketing, data services and technology, and data security. It would be extremely expensive to hire full-time staff to perform these duties. However, outsourcing is cheaper and you only pay for it when you need it.

Don’t choose the cheapest professional when outsourcing. Make sure you hire a true specialist who knows what they’re doing. You’re going to get what you put in. So, if you hire a company offering services for well-below the market rate for other professionals, expect poor performance to results. Invest wisely, and take your time to find the best professionals when you outsource. It’ll pay dividends for your organization in the long run.

Improve the Sales Closing Rate

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Improve the Sales Closing Rate

Perception is everything

In the business context, as well as in many situations that involve human interaction, first impressions are of extreme importance. Even if we might be reluctant to admit it, the first impression your client has of you and your job will affect the entire business relationship. The thing is, you won’t get a second chance to make a first impression. Plus, to reverse and change the direction of a negative first impression from someone takes time and a lot more effort than it takes to simply make a great impression from the start.

In the roofing business, it works just the same way. Imagine you’ve scheduled an appointment and you have to reach a client’s house. The client is most probably waiting for you and as soon as they see you on their doorstep they will form an opinion on you, whether you like that or not. Such an opinion will depend on many factors, your looks, your overall professional outlook, and your tools, for instance, will have an impact. The way a customer perceives you will inevitably reflect on the quality of the job he or she thinks you will be able to deliver.

To be able to have the opportunity of closing the deal at a higher rate, being trusted by the customer and even being able to ask for premium prices, it is essential that you look professional and that are confident of your job. Mind you that being professional is not only about wearing “professional” salesman clothing. Excellence should pervade any aspect of your business and any interaction you have with your customer. This includes your website’s design and performance, the presentation of the vehicle you use to make such visits, your uniform, and the handouts you may want to distribute.

First impressions make the difference in many fields, but marketing and sales especially thrive on perception. Your goal is to make sure your clients have a good impression of you and then confirm such a good impression with your high-quality job. By instantly giving the impression of being part of a professional company, of high-class quality, excellent communication, and customer service, you’ll set the customer ready to pay professional charges for your service. You will also increase your business’ reputation and thus, set yourself for higher revenues and more success.

Consider the Power of Video

Arguably, the most important moment of creating a relationship with a customer is when you first meet your client at their door. It is at this moment that you should make sure you appropriately introduce yourself and your company. But this is what everyone else does. To set you apart from the crowd and show your professionalism differently and outline your higher effort, you should consider using videos.

Videos are, in fact, powerful tools that, when well-made and professionally shot, can deliver a strong, vivid message which can last for long in the memory of your clients. Instead of hiring a salesman and making him do the part, detach the personal emotions from the message and ensure you deliver an effective and professional message at any time. You should think about creating a short video (no longer than three minutes), professional and correctly edited to explain, in brief, the values of your company, the benefits of using your company over the competition and the higher value you will bring your customers. By doing so you will not only positively surprise your customer, but also create an extremely good first impression and raise expectations for your job. All these will allow you to charge premium prices and to improve your reputation. Your client will remember the better service you provided and most probably contact you on more occasions.

Offer To Your Clients Three Options To Choose From

We could generalize customers in the roofing business under three categories: clients who want to quickly have the job done at the cheapest cost; customers that are ready to pay much more for a higher quality service; and clients that are somewhere in the middle of the two opposite sides.

Because of the existence of three different categories of customers, all with different desires and needs, setting a single price on your service will limit the width of your customer base and thus, will limit the chances of your business and you will be able to attract only one type of customer.

The solution to this problem would be to set three different price level options (low, medium and high) and give your customers the possibility to choose. In this way, your clients will be the ones deciding on the price and the type of service they want, meaning that you won’t have to guess (and possibly get wrong) the type of buyer he or she might be and adjust the price accordingly.

But what kinds of options should you provide? If you currently have a unique price on your service, consider using that price as your “middle” level option. Chances are the price you are currently charging is neither the bare minimum nor very expensive. From that middle ground, select a lower price for those wanting to pay as little as possible for a quick-fix solution. You will need, of course, to adjust your service to the price. For instance, it would be a fast solution with no granted warranty.

On the other extreme of the spectrum, you have to fix a premium price for which you will provide extra high-quality materials, extended warranties, and a higher-level job.

With these options at your clients’ disposal, you can be sure to meet their needs and to deliver the type of service they specifically require. This win-win situation also helps you drastically improve your closing rate and expanding your prospects.

Differentiate Your Business From The Competition and Tell Your Customer Why They Should Choose You

With all the different possibilities available to customers, the buying power lies in their hands. In today’s market, competition has become particularly harsh and you have to make sure you know exactly why a potential customer should choose you over the other similar services available. What extra value can you deliver to them? Why are you better than the competition? Ensure you make that very clear to your prospects.

If you are not very sure about how to answer such questions, a good way to start is to start listing all the benefits you provide and describe how you make sure such benefits are delivered in a better way than your competitors. Do you remember the video we mentioned earlier? This list is what you should base your video on. Your clients should be convinced that you are the best option available to them.

Have you ever heard the anecdote of the two children selling lemonade for one dollar a cup? Both lemonades look the same and are priced the same. However one of the two stands has a label that says “made with clear water”. Which one would you go for? You should apply the same concepts to your business. Maybe the underlying service you provide might be very similar to that of your competitors, but what can you say you do better?

Even by just mentioning your values and benefits, you will increase your chances to win the sale. Many roofing service providers would not clearly define the values they provide their customers and if you do so instead, customers will infer that your service is better.

Think very carefully about how to present your business. Things that might seem obvious to you won’t be to a potential customer who is not very practical about the roofing business. Be clever and find effective ways to efficiently sell yourself!

Have Your Customers Remember You – Write it Down!

This might sound like a very simple concept but it is indeed extremely powerful. Take notes about your job and refer to your writings whenever you have to speak with your customers about the work that is getting done. They will interpret this as a sign of professionalism and they will remember your dedication for next time they need a similar service. Not only that, taking notes is a powerful tool for your professional career as well, as it allows you to learn more from each case, to remember any possible mistakes and to better apply your acquired knowledge in different situations when needed.

Make Sure You Apply The Practice of “Immediate Follow-Ups”

Do not make the mistake of relying on your sales to be made on the spot during the first presentation. You might be losing several potential customers and reduce your potential revenue stream. Instead, ensure that every proposal or quote that you prepare for customers is immediately followed by some actions that will help you close the sale and retain your customers more efficiently.

Not for anything, there is an old saying in the sales business that goes “the real money lies in the follow-up”. Make sure you do not lose your chance here and consider the methods which will provide you with an automated process of following up with your prospects.

Increase the Client Value

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Increase the Client Value

Increase Customer Lifetime Value with the Right Strategies

Client lifetime value (CLV), is the net profit your roofing business is projected to make from maintaining a relationship with a typical customer. When it comes to increasing CLV for your roofing business, there are three highly effective strategies that you can use. Implementing at least one of them will ensure that you see your customer loyalty and customer retention rates rise in the near future. Let’s look at each one in a little more detail:

Increase the Number of Sales for Each Order

Increasing the number of sales for each order a customer makes is the first strategy you should pursue. This involves convincing your customers to spend more on each transaction than they normally would.

Increase the Number of Sales Over Time

Closing a sale is a major part of turning a prospect into a paying customer, and the more customers your roofing business closes, the more your CLV increases. This second strategy targets multiple transactions at once while the first strategy targets a singular transaction.

It is common knowledge that attracting new customers costs a lot more than it would cost to retain your existing customers. This is why working hard to get repeat business from the right customers is a worthwhile endeavor.

One of the biggest reasons customers leave a business is because they didn’t like the customer experience. For that reason, your roofing business should always strive to improve the customer experience. You can’t achieve and sustain customer loyalty if you are not always looking for ways to improve customer experience. The best way to do this is to get it straight from the horse’s mouth by setting up systems that enable you to capture customer feedback on a continuous basis.

A small difference that makes a huge impact in this area is to switch from calling people customers to calling them, clients. When you call them clients, it gives them the impression of a long-term relationship with your roofing business. When you call them a customer, on the other hand, it implies that you are interested in a one-and-done transaction. Calling them a client changes their mindset from short-term to a long-term relationship.

Minimizing the Cost of Servicing Customers

Lastly, reducing overall business expenditure when servicing your customers is another effective way of increasing CLV. Whether it is packing and shipping products or helping customers with any issues when they call, you should work to reduce all costs. As you lower the cost of servicing each customer, you will discover that your roofing business’ bottom line will increase. This is because you’re getting more value from each customer.

Turn the Strategies into Action Plans

Knowing the strategies that increase CLV is one thing, but you also need to know how to turn them into action plans. You need to ask yourself: “How am I going to implement these strategies?”

While this might seem difficult to figure out on the face of it, you will soon find that there are many tactics you can use to achieve this. Overall, you should be able to improve CLV by improving customer experience.

Personalization

Gone are the days when standard customer experiences were a thing. Once businesses realized their ineffectiveness, they abandoned them, leading to their extinction. Now the future of business success lies in personalization, which is something that is believed by 94% of business owners. Basically, personalization is the act of creating a product or service that meets the individual needs of customers. These days, almost all organizations are investing in personalization.

If you want to make sure that your existing customers stick with you for the long haul, then personalization is something that your roofing business needs to take seriously. Through personalization, you can show your current customers that you have understood their needs. This makes them more likely to keep giving you business since they have more confidence in your ability to deliver.

Customers will most likely spend more on your business when the customer experience is personalized. And, interestingly enough, 20% of your current customers are responsible for 80% of your future revenue, according to industry professionals. It all boils down to making your clients feel important to you. This will ultimately give you a competitive advantage in a way that truly matters.

Communication

Constantly communicating with your customers can help you increase customer lifetime value over time while simultaneously increasing sales. Over time, brand advocacy and brand loyalty will increase if you focus on building and sustaining relationships with your customers – that is the key to creating a strong brand. To that end, you need to start building brand trust by meeting (or exceeding) customer expectations, delivering on your promises and keeping in touch with them consistently.

When it comes to increasing CLV through communication, email marketing is one of the most important tools in your arsenal. For example, you can use email campaigns to offer special discounts to customers on their anniversaries and birthdays. You can use email to target them in a number of creative ways – you just need to think outside the box. You can also use social media to your advantage to extend the reach of your communication efforts.

A vital component of communication is customer service. Increasing customer lifetime value can prove to be difficult if the communication between your customers and customer service is poor. Give your customers a variety of options when it comes to contacting customer services, such as phone, email and live chat. You should also extend the hours of customer service to make them more available to customers. Customers are rarely satisfied with customer service that only operates during the standard working hours since they live in a world that operates 24/7.

Increase Your Referral Rate

Defining Referral Rate

Now we are going to talk about referral rate, something that is important to increase customer lifetime value. This is the percentage of purchases from your total purchases that come from referrals. For example, if you have 10,000 purchases and 100 of them came from a referral program, then it means your referral rate is 1% (10 / 10,000 x 100).

How this works is that you have a referral link. Then one of your ambassadors shares this link through various digital marketing channels, such as social media platforms, blog posts and email. Then a friend clicks on the link and purchases your product.

Something we realized is that referral rates usually stabilize after a period of six months, according to our benchmark projections. These industry benchmarks are representative of the average referral rate that was achieved by our users when they used their referral programs over a six-month period.

Ask Satisfied Customers for a Referral

Sometimes, if you want something, all you have to do is ask. There are many methods you can use to ask you’re satisfied customers for referrals. You can send them a message on Facebook or LinkedIn or drop them an email or even write them a traditional letter and send it via post.

While you can also ask them by giving them a call, asking them in writing is usually better. A written request usually gives the customer enough time to think about their response. They need to decide whether to make a referral and how they will do it if they decide to go through it. And if you catch the customer at a bad time when you call, they are more likely to tell you no.

Exceed Customer Expectations

Meeting the customer’s expectations is something that’s constantly taught to young entrepreneurs. But this cannot happen unless you are aware of the customer’s needs. You can figure out who your ideal customer is by conducting some market research. However, this is not something you should do once – you need to keep on doing marketing research and updating what your idea of the perfect customer is.

So when do you work on exceeding the customer’s expectations? Only do this when you have figured out what they want and how you can deliver it to them consistently. This involves going above and beyond for the customer and not just sticking to the basics. For instance, when a customer orders something, don’t just deliver it on the due date, but deliver it a few days earlier. You can take a cue from how Amazon does it. It usually takes them 24 hours to make a delivery. This is what makes customers likely to use them again, and it’s something that very few retailers have been able to replicate.

Take away

Coming up with strategies for the long-term and tactics to implement them in the short term is vital to seeing your customer lifetime value rise. To increase your CLV, you need to test the strategies right away. This can give you a leg up over your competition since not many companies take customer retention seriously. Your competitors have probably fallen behind and are inadequately invested in implementing any CLV tactics, putting your roofing business way ahead. This is why you need to make customer retention and loyalty a priority right away.

Increase the Lead Flow

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Increase the Lead Flow

The Two Sides of Marketing: Identity & Promotion

Two sides exist when it comes to understanding how to market your roofing business, and those sides are identity and promotion.

When we think of identity, it refers to your company’s identity, not you as a person. But, if you’re building a personal brand, and it focuses on your beliefs and what you stand for, this identity does refer to you (the person and the business). Your identity is made up of 3 elements which are

  • Positioning (what you’re offering)
  • Branding
  • Reputation

Once your identity is firmly identified and you’re proud of it, you now have something you can promote. This promotion stage is what you’ve been waiting for for so long. It’s finally time for us to see your sales skyrocket. With this in mind, a well-crafted identity is the cornerstone of any sales promotion, so we have to get that right, to see the returns we’re hoping for.

What are your Promotional Options… Push & Pull

Our team at Blackstorm Design & Marketing divides your marketing strategy into two phases, which are the push and pull marketing phases.

Pull Marketing

With pull marketing, we focus on promoting your product or service to your audience who is actively searching for a solution to their problem. You’re pulling in a prospect that’s searching for the solution your company has to offer. We do this through SEM (search engine marketing) and SEO, by helping your site rank atop Google for keywords within the roofing niche.

Push Marketing

Our team defines push marketing as a method to promote your goods or services to non-roofing leads. Or, those who aren’t actively seeking out what you’re selling. Here we’re focused on building roofing leads, through traditional marketing channels. TV ads, billboards, radio, print, snail-mail, and other forms of promotion, are intended to create interest and spark a buzz about your business, to those who aren’t actively seeking out what you’re selling.

When determining when/how to use push and pull marketing, we ask several questions including

  • Are people actively seeking your business out?
  • Are you looking to attract new customers?
  • Are you trying to build awareness?

We focus on all of these, and other relevant questions, to help you reach a higher number of prospective roofing leads.

I do suggest that if you are on a tight budget, that we start with pull marketing. The reason for this is that SEO is the biggest and fastest way for you to reach roofing leads. It’s quicker for us to reach your leads and those who need roofing services, rather than trying to find people who might need your services down the road. When we focus on SEO aspects, we’re directly tackling the problem in front of us, and we are going after the audience that is already looking for you. By showing up online, and ranking highly on Google, you’ve already won half the battle. We’ve already helped you reach a larger number of viable roofing leads utilizing the power of online search.

If, on the other hand, you’ve maxed out the pull marketing campaign, we can focus on push marketing. We will help you further saturate your market, build your reputation, and help you with branding your business to those who don’t yet know they need your services. I suggest we start with pull marketing because it’s more affordable. Also, with push marketing, we have to convince people that they have a problem that you can resolve. And, we have to convince them why they should choose you, over the many local competitors in your niche.

It’s important to build that trust and reputation, but when you’re short on cash and time, pull marketing will get you more bang for your buck. We’re focusing on the roofing leads that already know what they’re looking for. And, simply seeing your company online, as one of the top results within the keyword niche for roofing businesses, is going to build a level of trust, which will result in more customers reaching out to your business than if we were to attempt starting with a push marketing campaign which takes a little more time, effort, and money to develop.

How do we Get more Roofing Leads Consistently?

As a business owner in the roofing niche, you’re wearing multiple hats each day. But, one of the most important hats you’re wearing as a business owner is the one which helps you focus on making more cash now, so you can operate your business. The more cash flow you have, the easier it is for you to reach your roofing leads and grow your business.

You need cash for everything. You have to pay your employees, order more supplies, work with marketing professionals, and you have to find viable solutions to attract more leads. Cash flow is pivotal to all of these aspects of your business, and ultimately, to your online success and ability to grow as a roofing business.

Think of your business’s roofing leads as being in direct line with cash flow. The more cash you have, the easier it is for you to utilize different resources to bring more leads in, right? And, this is going to help your business continually grow, which will result in greater ROIs down the road. For this reason, you consistently have to draw in fresh roofing leads, so your business can operate efficiently and smoothly. The more potential customers you have to provide services for, the more you’re going to earn in profits as a business. This is our primary focus in helping you grow, is to attract more viable leads for your business.

So, who’s your Modern-day Customer?

If we look back as recently as 10 years ago, marketing and technology have greatly changed the way businesses operate. And, if we look back as far as 20 or 30 years, those changes are even more magnified. Technology is what drives business today. If you think back, it was back in 2007 when Apple introduced the first version of the iPhone. Since then, we’ve seen too many new versions to count. And, we’ve seen upgrades, XL, and other design changes within those versions. And, it’s not just Apple, all major manufacturers are competing in the industry.

Today, everyone owns a smartphone. Whether it’s an iPhone or a Galaxy, or any other model, people are using these smartphones for everything. Including, looking for local businesses in the roofing industry, and every other business niche for that matter. With this in mind, only a small number of these searchers are your “modern-day” customers. When you think of increasing the number of roofing leads for your business, these “modern-day” customers are the ones you’re trying to attract. They’re the people who have the power of searching, and know exactly what they’re looking for when it comes to hiring a roofer, or any other business professionals in their local market.

As a business owner, you have to understand that roofing leads are everywhere. Including those people who are searching for local roofing companies online, on their smartphone, while they’re on the bus going to work. It’s your job, as a business owner, to figure out how to reach these searchers. And, how to figure out the best way to get them to choose your company, as opposed to a competitor’s in your local niche.

Getting Found Instantly

Sounds too good to be true, right? Well, it’s not! And, if you’re positioning yourself in the right place and light, you have viable roofing leads all over the place. How do we tackle these leads? We suggest beginning with a Google Search Ad campaign. Using Google Ads, we can set up a campaign in very short turnaround time, typically, within a couple of hours. These ads will instantly display for search results, for the most searched keywords, within your niche. You’ll have ads popping up for the searches your modern-day customer is entering when they’re looking for a local roofing company on Google.

If you’re ready to get your Google Ads PPC campaign going, we’re here to help. Not only do we offer a free consultation to discuss these ads with you, but also to help you figure out what tactics we can employ to reach your roofing leads locally. We’ll not only point you in the right direction, but we’ll also come up with creative ads to help target your audience, and reach more searchers, regardless of your location, or the type of roofing services your company offers to local customers.

Higher Volume, Greatest Leads… We’ll Achieve it in Less Time

Those who are searching for roofing services are the best roofing leads imaginable. The reason being is that they’re already searching for you. As a business, you don’t have to go out there and look for them. With the right keywords and campaigns, you’re going to rank highly on Google for organic searches. This will result in more clicks on your website, and more active roofing leads contacting you in the local market. Although organic results are under Google’s paid ads, they are still the most highly clicked links online. More people rely on organic results than paid for ads. Therefore, our primary focus is to help you rank higher on organic searches and keywords on Google. This will not only result in more leads now but also more incoming roofing leads in the future. We’ve conducted a study on the topic. Click here if you’re interested in learning more about the results!

If you need help with SEO, visit our site at roofingmarketing.com/SEO, so you can learn more about the SEO services we offer to local roofing companies.

Get on the Map: Google Maps and iMap

For roofing businesses, Google Maps is another great resource to help increase your roofing leads. It’s used by everyone who owns a smartphone today, and it’s also highly visited on desktop sites. When your site is found on iPhone (iMaps) or Android devices (Google Maps), this is a great way to let people know where you’re located. It also adds credence to the fact that you’re a real business, with a storefront. More people tend to rely on companies that have a physical location on Google Maps, as opposed to companies that don’t.

When you’re visible on maps, it’s easier for customers to find you right away. Plus, it helps people bookmark your site and find you later on as well. Plus, it adds to the total number of searchers that can actively seek out and find your business in the future.

All of this is going to benefit your business positively as a roofing professional. It will help build your reputation, and also shows people you’re a real company. It builds your reputation and can also help increase your organic SEO rank over time as well.

Make Sure you’re Socially Active/Visible with Promotional Campaigns

Need to ‘push’ an offer? Do you want to promote a sale? Facebook promotions and other social media marketing promotional campaigns are a great way to ensure your business is visible socially. When you have unbelievable offer customers can’t resist, posting it on Facebook or other social media campaigns, is the easiest way to get them to visit your site, click on the link, and check out what your company has to offer. It’ san easy way to increase the number of roofing leads through social media campaigns, so you can build an email list and campaign, through your website in the future.

Social media advertising gives you one more approach to increasing the total number of roofing leads your company has. It’s another avenue for people to find you, to learn about your services, and to visit your website. this helps increase organic rank, plus it allows you to socialize with local, potential customers, and build a relationship with your local leads. All of this greatly benefits your business presently, and in the long run. So, take advantage of Facebook, as well as other social media sites, for you to run promotions and campaigns, to help increase visibility and help attract more visits to your website.

Maximize the Lead

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Maximize the Lead

What Is A Lead?

First of all, let’s make it very clear what does “lead” means. The term lead refers to any individual that is contacting your company with the intention of either finding out about your services or getting a job done. Leads are very important in any business as they usually represent the first contact a potential customer has with your company. Failing in effectively and efficiently convert your leads into a real customer will have detrimental effects on the growth of your business.

A lead might approach your company through the different communication channels you provide. Here are some examples.

Phone Calls

The most common “leads” in the roofing business will contact you via phone calls. For this reason, you not only have to have an excellent system in place but you should also ensure to appropriately communicate your contact number. You should include your contact number on your website and any potentially printed prospectus if you want to be contacted. Also, make sure that your current phone system allows you to book appointments at a high rate.

Submissions of Forms

Every good website should include a lead “capture” from for all the potential customers that do not feel at ease at calling or for somebody that is looking to find answers that go deeper than the information you already provided on your website. When such a form gets submitted and you receive it, you have to have a system in place that allows you to contact such prospects as soon as possible. The quicker you will be able to contact these leads, the better the first impression you will provide.

Other Types of Inquiries

Leads can flow into your business in several different ways, depending on where you decide to be available. For instance Messenger, Instant Chats or Facebook are some of the other common channels commonly used for inquiries about business. As with any type of contact, you should aim at getting back to such leads as soon as possible to maintain a high level of interest in your company.

How Much are Leads Worth?

The most important concept when talking about leads is to understand that every type of contact counts. Everyone involved in your team must understand such concepts and acts accordingly for the benefit of your company. Every type of lead is a potential customer and should be treated in the best way possible to maximize the chances of converting the lead into a customer. To give you a measure of comparison, you can calculate how much it costs to attract leads, but dividing the costs of your advertising efforts to the number of contacts you receive.

(Cost of Advertising) / (Number of Calls and Forms Submitted) = Worth of Your Leads

How Should You Correctly Handle A Lead and Increase Your Chances Of Conversion?

Getting leads is great, but the most important part is to ensure that those leads convert into customers. How to do so? Here is a set of tips you should follow if you want to maximize your chances of success.

Smile

Even if you’re talking through the phone, so your prospect won’t see you smiling, you should still smile while on the phone. Doing so helps you keep your enthusiasm level up and your prospect will be able to perceive your motivation. You’ll transmit a positive attitude that will benefit your interaction with the client and his or her perception of the company’s worth.

Introduce Yourself And the Company Appropriately

You should always professionally introduce yourself and be polite when answering the phone, especially when talking to a lead. A great way to start your conversation would be something like “Hello, it is a great day here at ABC Roofing Services. It’s (Your Name) speaking, how can I make your day a better day?”.

By replying in such a way you’ll set the tone for a friendly but professional conversation and give the customer a good impression of your company.

Show Empathy And Reassure The Customer

Remember that every call and every interaction is a business opportunity. If a lead is contacting you and feels frustrated about a problem at his house, you need to show empathy. Saying simple sentences such as “I understand your frustration”, “That sounds like a terrible situation”, or “Yes, I understand how that must be very inconvenient” will help the customer feel understood.

After having shown empathy, you should reassure the customer saying something like “So good that you’ve called us, we will take care of you and your situation” or also “You have called the right place”. This will not only humanize the interaction but also set you as the most efficient and best solution the customer can receive for his or her problem.

Make Sure You Note Your Leads’ Contact Information

Ensure you get the information on who’s calling you and keep a record of that. For instance, you can simply ask “Have you ever made use of our services before?”. Depending on the answer, you can respond accordingly. A reply on the line of: “Thank you for calling us again, could you give me your name, please?”, will allow you to confirm some of the customer information, location, and phone to contact him back when needed. You should have a list of your customers’ information. When a new lead calls you to ask for their information. A great way to pose the question is “Thank you for calling us, could we first start by getting some of your information?”.

Questions you need to ask have to include the type of house or building (is it commercial or residential?), the location and address of the building, a phone number to contact as well as the email address to send a confirmation of the order to. Even if it sounds pretty logic, do not forget to ask the name and the billing information of the customer.

Categorize the Kind Of Job Requested

Get right what is the problem the customer is experiencing and what kind of solution you should provide. For example, you might ask your client to describe his trouble and for how long has he experienced such an issue.

Book An Appointment

After having categorized the type of job required and having taken a look at your schedule, offer to your client the time frame you would be available to help him. Ask your customer if the time frame provided fits his schedule as well. If it doesn’t let him propose a different date and time. Once you both come to an agreement schedule the appointment and confirm it to avoid any troubles.

Communicate the Value You Will Bring

Before closing the call, you must outline what the customer can expect from your service visit. Say something like ” We value your time and money and we will send you one of our professional experts, trained, background checker and extremely effective in delivering the high-quality service that characterizes our company. Our roofer will come in a fully equipped truck which will make it possible to conclude the repair on the spot unless the issue is particularly unusual. Our technicians are trained to thoroughly examine the issue first and they will spend some time with you before starting the reparation to properly begin fixing the problem”.

Find Out The Source

To maximize and improve your lead conversion rate, ensure you ask your clients how they have heard about your company. Finding out will help you to focus your advertisement and your energy into one or two specific channels, thus to improve the way your leads contact you.

Confirm The Appointment Before Closing

At the end of the call, make a summary of the appointment. Specify the name of the client and the date and time of the scheduled appointment. Clarify that you’ll make a courtesy call around 30 minutes before the arrival of the roofer so that no time is lost and the client can be ready to receive the professional. Be polite, attentive and empathic. Conclude the conversation with saying something on the line of: “It has been a pleasure to serve you today (Name of the customer), if you have any other questions do not hesitate to contact us again. Have a wonderful day!”.

Calculating Your Booking Rate

You have seen how you can maximize the chances of converting a lead into a customer, how to correctly treat a lead and why are leads so important. It is also essential that you keep in mind that you need to calculate your conversion rate to see how effective your methods are. If you do not keep a record of your booking rate (also referred to as conversion rate) you will never be able to assess your performance and to spot any possible mistake.

You can calculate your booking rate through a simple formula:

(Number of Calls Booked) / (Total Number of Calls) = Booking Rate

You can apply this formula to the forms submitted and to the other interactions you had with leads. Compare the results and find out which channel gives you the highest and the lowest conversion rate, analyze why and adapt your strategy accordingly.