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To The Point - Home Services VIP Room Podcast
TTP Micro Episode: Grit, Growth & Getting After It
00:10:58
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- [00:02]
Chris
This is to the Point a Rhino Experience. Fully one of the top home services, marketing and operations podcasts. Cutting through the and getting to the point. What's up to the Point listeners? It's your boy, Chris. Another little micro episode for y' all. We are in June, hopefully for my last micro episode, you started thinking about the shoulder season, but we're not talking about that right now. What I want to talk about is a little grit, gross and getting after it. Or as Too short says, if you're not too short fan, I'm sorry, you can look it up. The song's called Getting It. So anyhow, the point is, are you getting after it right now? One thing I want to check in with you on though, real quick, just a little pulse check. It's June and the beginning of the year. You probably went to some different conferences, shows, masterminds, Rhino, whatever the hell it is, and you put together some plans or you met some people or you came up with some ideas of things you were going to do. And this is just my little check in for you. Did you do them? Did you forget about them? If so, this is your reminder to, you know, maybe start thinking about that again on how you're going to implement it. Maybe going into the shoulder season, right. A good time, but. But just a little check in. Don't forget, if you go to all this shit and you don't do anything with it, then you just wasted time. It was pointless. Like, don't be a show pony. Get out there and actually do something. Don't talk about it, be about it. So that's just your little reminder to get your ass to work. Okay. Also something to really think through is how, you know, I want to give a little shout out to Dan Antonelli for paving the way on creating so much awareness around just how important branding is. And not just branding, but also your brand message. What is, what are you telling the market? For example, Gettle tells a story about Ken holding the flashlight as a little boy, right? There's a story attached to it, you know, so tell. Being able to tell the brand story, but not also for potential clients, but internally. Like, how does your team feel about your brand? You know, are you living out the brand? Is the brand actually if you're one of the owners or you're a leader, like, how are they? Like, are they, are they champions for the brand? If not, now might be the time to rethink it, right? For. For 2026. So, you know, don't if, like it's. I went and listened to one of the sleepers in the industry that does brand as well is called Prolific Brand Design. Huge fan. He's a vendor of ours at rhino. Probably done 40 plus brands for our customers. And he also did Chad and I's branding for Redbird Roofing and he did another brand for me for a drone, a drone thermal drone recovery company that I invested in. And so a huge fan of this guy. Just fantastic work. Been in business for 10 plus years. I sat through a actual training session with him, like a full rebrand training session with a good friend of ours, Josie Parks, that bought a conference called Win the Storm big roofing restoration conference. And I thought, man, there's a lot of people that probably ought to go through this because they really don't have any idea if they're living out their brand or not or what even means. Like the best gift any of you have listening to this right now is you are a unique. Like there's no one like you. So the best advantage you have is you. And what are you about? Cause no one can replicate it. They might come close, but no one is exactly like you. So it might be worth just rethinking it. And Prolific is a really great tool. So just, you know, something to take into consideration is if you've been thinking about the rebrand and you already need a rebirth, we'll call it, for your culture in your company but also outward, you need just a new Spark going into 2026. Maybe start thinking about that now, you know, and kind of getting all your meetings set up for it because it takes a little bit of time to get that squared away. Another thing is, you know, I wanted to talk just about, you know, we were talking about getting gritty, you know, our little text message group, LSD guys, which. God, man, we gotta change the damn name. I can't stand. I can't tell my kids what it is. Thank God they don't even know what that drug is. But this feels weird. And you know, we, we have probably 80, 90% of that text message. You know, is a lot of each us busting each other's chops. But like the 10 to 15% is actually really good. These guys are always trying to find new ways to make things better. And they're all great big businesses, right, who are super thoughtful. That's what I love about our group, you know, it's so cool to see that. And, and one of the topics that came up in there that I saw was around AI agents. And so Peterman was talking there in our text Message group trying to figure or letting us know. And this was in early May. So early May, about a month ago, he had AI agents booked at over a 95% which out converted the human CSRs. Like, if you've been ignoring this AI shit, stop ignoring it, man. It's only going to continue to get stronger and you can use it. I get it. There's like a lot of options. You don't know which ones to trust. But you know, there's certainly some great options out there to help you. Because if you're book, if they're booking at. Even at 85%, 90%, like shit, that might even be better than you're booking now with your human CSRs. And it's a hell of a lot less expensive too. So that just stacks the bottom line a little bit. So just something to think about. Another thing that comes up is call center performance pay. You know, so maybe just, you know, thinking about is there any adjustments you need to make there to max this, you know, busy season, right? Or even to prep you for, you know, really the rest of the year. Like how do you maximize the slower season, right? You can get more out of them. And coming up with different contests were some options. It was a. I mean, just maybe you ask around what other people's call center performance pay is, you know, and maybe some of the different contests they have for first, second and third place for most booked revenue or whatever, like come up with your own thing. Another thing is. Let me go back to this AI agent thing, CSR training. I hope that you prepared going into the busy season. So that way these CSRs were on point, especially when it gets busy, right? We can't, we don't want to be on calls for 20 minutes, right? We need to be able to get through the progression of the call and get these things booked, right? Even if you have to. Even if you have to move some of the stuff around, get the. Get the clients booked so you don't go elsewhere. And if you need some really good CSR training, your boy here is on what year three of our traction CSR coaching program. That's been a. Oh, it's been so sick working with gettle any hour we care over in California just to name drop a few. I mean all. They're kind of all over the US but happy to help you get that shit squared away because these guys are killing. I mean we could get any hour to like a 94% booking rate, which was silly for the thousands of calls you're getting on a daily Basis. But we just got a dialed in program so that, that we can be helpful with. So if you have any interest in that, you know, just hit us up, you know, go to, go to rhino ss.com, go to the website and, and reach out that way or hit me up, you know, on social media or whatever and I'll get you conn connected. But do something right, get prepared for the, the slow season too and taking advantage of. And it's hard to do CSR training now while they're going bananas, but at least get something prepared for when it starts to slow down a little bit. And then I think the last thing is, you know, just if you need to, if you need to reset the back half of the year because what you projected for initially, you didn't, you landed short, you have a good idea of what you can realistically do to make up the back half of the year. So if you need to reset, reset. Not a big deal. Like, I mean you could just own it, right? Get your leadership involved, you know, and just kind of rework a new plan and attack the new plan. I'll give you a perfect example. Chad and I had a, you know, we finished year one really was like six months, seven months of our first year for Redbird Roofing at just under a million dollars in sales. And year two, this year is our goal was $5 million in sales. And as of Q1, we really, even through midway through Q2, we knew we were going to fall short so we had to reset and drop it to four main, which is what we're on pace to hit. So I didn't think much of it. Like, it sucks because I want to win, I want to hit the goals. But we knew we hit a stretch goal to get to 5 million and do it the right way. But I feel better about it, right, because we just reset everything and now it's like, okay, cool. We're not, like we're not behind, we're actually on pace. And now if we land above four, it's a win, right? But I was able to reset, refocus and make sure that we're staffed appropriately for $4 million. So felt much better about doing it. So maybe this is time for you to kind of rethink, hey, where's my shit at? Now you might have to wait till summer's over because obviously a lot of you that are in H Vac can recoup a lot of that in summertime, right? That's how you usually will catch up. And if the heat didn't come early for you anyhow. Just, you know, take that into consideration. So, you know, if you got to get gritty with it, you know, now's, you know, the time to get gritty while it's busy, right. And be thinking about how you can get after it. For the back half of this year. I'm cheering for you. I bet you if there's something that you're looking for to train on and you go into our podcast, you go into the YouTube channel for to the Point Home Services podcast or the Apple podcast or whatever, and you just do a quick search for whatever the topic is you're looking to find. I guarantee you're going to find an episode on it. And if you don't, damn it, let me know and we're going to get an episode done. Okay? I'm cheering so loud for all of you to kick ass this summer and. And really prepare yourself for the back half of the year. Appreciate all y' all. Don't forget to leave us a review, please. We're starting to get some more. Thank you. I always forget to ask for that. It's so important to me and to. To Chad to make sure we're seeing, like, it's. I should say, it's just. It's awesome to read the reviews and we could really use them. That helps us spread the word a little bit more. So appreciate all you guys. Have a badass summer. I hope your Memorial Day was fantastic and have a great June and kick the back half of this year's arse. You don't gotta do everything, but you gots to do something. No.