The Home Service Expert Podcast - Role-Playing Sales Objections: Pro Sales Tactics That Work

Episode Date: November 29, 2024

Brian Burton is the General Manager of Benjamin Franklin Plumbing Phoenix and the host of the Waste No Day Podcast. He previously served as VP of Sales for One Hour Heating and Air Conditioning of Southeast PA and was an Operations Manager at Rohrer’s Mister Sparky Electric.  Logan Altland is the #1 salesman at Mister Sparky, holding the position for two consecutive years, and brings over a decade of experience as an electrician. In this episode, we talked about sales tactics, customer interaction, overcoming sales objections…

We eliminate all that by giving you the upfront price, upfront. So everything that goes into that price that we give you, our warranties that we stand behind, that I personally stand behind, my cell phone number in case something goes wrong, the drug testing and background checks so that you know, whether it's me or anyone else from our company, you only have the safest people inside your home, whether you're here or not. Does that make sense? Yeah. Because oftentimes people just

leave the key under the mat for us. I mean, it's that level of care that we take with the home. The warranty that we put behind a thing is, forget industry standard, it's unbeatable warranties that we put behind it. And we're actually there for you when something happens, because hey, things happen. We don't get perfect material all the time, as well as people who actually answer the phone when you need us. Welcome to The Home Service Expert,

where each week, Tommy chats with world-class entrepreneurs and experts in various fields, like marketing, sales, hiring, and leadership, to find out what's really behind their success in business. Now your host, the home service millionaire, Tommy Mello. Before we get started, I wanted to share two important things with you. First, I want you to implement what you learned today. To do that, you'll have to take a lot of notes, but I also want you to fully

concentrate on the interview, so I asked the team to take notes for you. Just text notes, N-O-T-E-S, to 888-526-1299. That's 888-526-1299, and you'll receive a link to download the notes from today's episode. Also if you haven't got your copy of my newest book Elevate, please go check it out. I'll share with you how I attracted and developed a winning team that helped me build a $200 million company in 22 states. Just go to Elevateandwin.com forward slash podcast to get your copy. Now let's go back into the interview.

All right guys, welcome back to the Home Service Expert. Today's going to be an amazing day because I'm pretty psyched. You know, I talk a lot about marketing. I talk a lot about business ownership, structure, growth, but you don't get growth without sales. And the Mr. Infamous Brian Burton is joining us today. You guys know his podcast, Waste No Day. Today we're doing stuff a little bit differently. We got the number one salesman of all time in Mr. Sparky.

He's been there for about two years. His name's Logan Altland and been there two years, been number one for two years. So Brian, why don't you go ahead and take us off and introduce him and just talk a little bit about your experience and how you guys met. Yeah. Logan's, um, he's number one in all of Mr. Sparky nationwide, the two full years he's been in Mr. Sparky.

He's the only technician ever in Mr. Sparky to hit 3 million in sold revenue. And, uh, a hell of a nice guy. What's up, Logan? What's up, buddy? How are you? Good. Good to see you.

Logan and I don't work together anymore. He's in Pennsylvania, but I was the, I believe I was either ops manager of Mr. Sparky or vice president of sales when Logan joined up. So Logan, why don't you tell us a little bit about yourself, buddy? Let's hear your story. Yeah. So I started out in the electrical field when I was 13 years old riding along with my grandfather helping him with his own business.

He worked for Moorefield Telephone Communications. At the time, it's not what I thought I wanted to do. I came home from school one day with a college application and my mom said I was too dumb to go to school. So I'm here. From there, I went to VoTEC, which was a vocational electrical school. I studied electrical occupations. When I graduated there, I went to the apprenticeship program for four years. I'm a certified journeyman in high voltage, low voltage and pole climbing.

And yeah, I worked all over the United States. and it brought me to Mr. Sparky. I was the head electrician at three local hospitals before I took the job here. So here's the deal, man. Brian's gonna shoot some questions at you. And you know, when I talk about sales, I think a lot about customer experience because there's two types of salesmen.

We just had a Robert Czerny convention a couple weekends ago. So Robert Czerny wrote the book, Influence and Pre-Swaytion. Awesome book. And he said you could use manipulation or you could really do great things for customers. And there's two types of salesmen. The guys that believe in the company, believe in the product. I think they're doing the right thing by the customer. They're treating them like mom.

Then there's the other guys that are just there for the sales. Transactional versus really building that relationship. So well then I really want to dive into that today of Not only getting the customer across the finish line to make it a bunch of money because that's why we do it What's in it for me? I mean we want to provide for our families, but also Taking care of the client. So Brian's gonna shoot some questions and kind of guide us through the discussion and I'll just add some context. We'll have some cool discussions here. Yeah, I would say in terms of transactional relational, I've trained plenty of guys who were transactional, like they're doing this for the money, but still we train them to

put the client first and watch that the money will come. Logan didn't need that training. Logan is purely, purely relational. And he's the top selling electrician in the history of Mr. Sparky. He's a top selling person at the One Hour Ben Franklin and Mr. Sparky Tri-Brand in Lancaster, Pennsylvania. And he probably has the highest Google rating of anyone in that company.

Clients crying all the time, people with no power saying they'll wait a day to get Logan out, like this kind of thing, because he's so relational. So Logan, before we, before we get moving, tell us the story of how he got to our shop in Lancaster is awesome. Tell us how that happened, buddy. So yeah, Brian, it is, it is a cool one. Uh, one of my favorites to tell actually tell actually. I worked at a local manufacturing plant

and my crane operator, I did a lot of controls and PLCs. My crane operator overdosed on heroin in the bathroom and I went to the HR and I said, look, like I don't think this is gonna work. I don't want him to be the guy over top of me and basically in charge of my life. So they literally told me like you don't fit the culture and I was like, what the culture of drugs like really. So from there, they fire me on the spot on the way home to tell my I think she was

pregnant on the way home to tell my pregnant wife that I had just lost my job. I called my father in law I was in a mess as you can imagine. On the way home to call my pregnant wife that I had just lost my job. I had called my father-in-law. I was in a mess as you can imagine. On the way home to call my pregnant wife, I got a call from Alexia, our old talent acquisition officer, and she had said, hey, we came across your job application on Indeed. I was like, yeah, okay, I didn't put one on Indeed. What company is this for?

She had said Mr. Sparky Electric, which basically I laughed when she said that mr Sparky electric with how kind of name is that right? So I hung up on her went home Talked to my wife broke the news told my father-in-law. He said well, why don't you give it a try? You really don't got anything else. So I went into An interview I called her back. I said, okay, I'll come in I went into an interview That's where I met Brian Let me tell you from day one. I walked into the office to Brian and Aaron and it was

It was the weirdest interview ever. It was fist bumps. It was just like I was talking to some friends I went through the interview process, which I thought went well. I walk in with a big a big book probably four inches thick of all my experience and certifications and Brian, Brian literally looked at me and was like, Hey, I, I don't think you need any of that. I don't care what you know, electrically, which kind of threw me for a loop, but just the, just the overall interaction with Brian and talking Brian's like at the end of the interview, I remember Brian said, Hey, now I think it's time for a ride along with Jamie,

which at the time I didn't know if that meant I had the job or not. But so I rode along with Jamie, came back to the shop and I told Brian, I said, I want to work, I want to work here. And that's where we've been ever since. I got some questions for you, Logan. And then I want to ask Brian a few questions before we get started. So what is it about working with Brian? Because I want, I want managers and leaders

to understand this aspect. What is it that just helped you grow? And what is it that you love the most? And what are the challenges that you saw? And what was the brotherhood like, unless there's a female technician, I apologize, but what were the things that really caused you to excel so quickly?

Don't let Brian hear this. I don't want him, his head to get too big, but the amount of belief that he has had in me, even when I didn't have belief in myself, his constant willingness to push me to the next level, to bring me out of my slumps and tell me, hey, you're being kind of down on yourself here. Just next call, baby, next call.

The amount of availability he's had to take calls in the middle of the day when I am struggling to go out in the truck and role play. I mean, Brian is instrumental to anybody's career and now he's in Arizona and not in Lancaster. So he's a traitor to me. I love that. And Brian, I think this is really important

because I think a lot of people, when they walk in an interview, this is like a career. This is their life. This is their family. This is a career. This is their life. This is their family. This is their future. This is their dreams. This is their goals, their aspirations. Like, how do you make them feel good? And how do you really know it's the right person on an interview? Because I can't. I'm not good at this.

I need to take them out to eat. I need to do ride-alongs. I need to do all this stuff to see the real human being. What did you notice in Logan? Well, rarely did we hire anybody out of the interview, for sure, but we talked about this on our last episode together, where Aaron Buchwalter, who's kind of my counterpart there, and I had this agreement where if you and I

are sitting in the conference room and the interview walks in and sits down, and the energy stays the same, he's got a shot. If the energy goes up, like we're having more fun because this person walked in, then it's like a shot if the energy goes up like we're having more fun because this person walked in then it's like a shoe in But if the energy drops like that negativity or that entitlement or then we just didn't we didn't do it We just didn't even move forward Even if it was like what if they had a huge resume and you knew this guy was the top guy from another

Now we had made that mistake along the way, because we worked together for so many years. We got to the point the last few years I was there where this is the rule. This is the rule. It just is what it is. So that's the beginning. And then they'll do a ride along. We'll see what some of our other top techs think about them.

Let them meet other certain people who they won't interact with, but they're like good judge of character. Now what technicians, you know, my rule is I'm setting the most optimistic, my ride along techs that work for A1. They've gotta be like, they gotta represent the company. They gotta be talking good about the company.

And they gotta show like real life, this is how easy it is. For some reason, every good guy I have rides with a guy that's not so good. And the guy that's not so good goes, every customer you get is a lay down. You know what I mean? And it's not a lay down. It's just the word you're saying and the body language.

How are you getting such great clients? Oh, I could tell your clients. I called Google and I just, uh, no, it's interesting because you got to pay the dispatcher more pro it is what it is. Yeah. How many times have you had that with somebody in your passenger seat? Yeah, actually it happens all the time and it's so hard

because I want to show these people that I can, my ride alongs that I can come over these objections, but it just comes so naturally that I don't know what to focus on with them in here. Yeah. Logan had Jamie to do his ride along with. And at that time Jamie was our top tech and I believe number one in the nation And mr. Sparky has an outlaw. Give us a context. What does number one mean out of what type of?

Pool are we talking? So I I don't actually know how many mr. I believe it in terms of territories. There are like 320 mr. Sparky 300 something and the average amount of text maybe four Probably something like that. So about 1200 we'll say. Yeah. Okay. That's good content. Well, there's one, there's one Mr. Sparky that has several hundred out of Sarasota service

mines. They actually have the number two tech the last two years, but we're going to have Jamie on here soon and we're going to talk trash about him for not beating that guy. Right? Joey Aberdini. Yeah. Okay. So we got Logan, he started and there's all these different theories

out there. If you do the right presentation, you're kind of overcoming the objections in the presentation. And obviously you've interviewed Chris Voss a bunch of times and some of the questions he asks. Who's that? They'll never split the difference. The FBI hostage goes, yeah, yeah. So has this started giving you issues yet? What's that? So yet, he always adds yet.

Oh yeah. Right, and then another thing is like, he'll make you say no. Yeah, so he loves to rephrase questions. So your answer will be no, but it's meant, it's said like a yes. So one piece of advice he gave us was instead of saying, is my truck parked in the right spot? Right?

You'll say, is there any issue with where I've parked my truck? So the answer is no, but the person saying, yes, your truck is fine where it is because he believes, and it's proven, I mean your truck is fine where it is because he believes and it's proven, I mean, through certainly what he did for a living was high risk sales, right? That there's like a balloon in somebody that's kind of pressurizing and pressurizing throughout a presentation that they need to say no to feel comfortable. I prepared for this. Listen to this.

Logan, you'll love this. Are you against? Do you disagree? Have you given up on? Is it a ridiculous idea? Is it a bad idea? Would you be opposed to? Would you be opposed to? So we have all those. We've got all those written on our whiteboard at our shop here in Phoenix. I love this.

So let's just jump into it, man. This is what we've been all waiting for is role play, baby. Let's see it into it, man. This is what we've been all waiting for. Scroll play, baby. Let's see it done by the masters. All right, so I'm gonna throw a couple objections at you that you would typically get in the home. Now, one of them is one,

so I'm gonna throw the ones that just kind of stump people. They just blow past them, and they're not probably the favorite that people would wanna hear, but they probably the favorite that people would want to hear. But they are the ones that just tend to stump people because Thomas Edison said, what do you say? Five percent of people think, five percent of people think they think, and the other 90 percent of people would rather die than think. Yeah.

And it really takes deep thought and concentration to overcome the real objections that beat the heck out of us in the field. But I spent years getting my butt kicked by him. And at some point I was just like, time out. I just don't feel like I need to keep doing this spinning my wheels. So one is one that last night somebody posted in your Facebook group, which is called what again? The Home Service Expert. The Home Service Expert Facebook group.

Yeah. Awesome group because this kind of stuff is non-stop Posted in there and I'm sure we can get a link to that on this episode if you're not part of it You should be somebody posted. What do you say when your client says? Can I get a price breakdown on that the parts and labor? Yep Well, they just kind of said price breakdown So we assume we know what they mean and Logan and I have been through this once or twice, right buddy? Alright, so I'm gonna roll. I'll be the client. Logan. I like what you're showing me here, buddy, but it's a little salty

Can you show me the breakdown on this? What's the breakdown on the price? Yeah, Brian So I really get what you're asking here and I appreciate why you're asking Is what you're asking a parts and labor breakdown? Yeah, yeah. That's what I need. Just what am I paying for the material? What am I paying for you to put it in? Because it seems like a lot of money. Yeah. So basically I get what you're saying. You're not paying for parts and labor. You're paying for a certified technician. You're paying for the 24 hour service. You're paying for me to show up in a marked vehicle. You're paying for the background check technician. So at the end of the day, I can't make that a parts and labor quote. Is there something you would like to take out of that quote? What do you mean, buddy? So yeah, like what I mean by take things out is like copper panel with surge protection. I can take the surge

protection out that gets you a little lower on price, or I can give you an aluminum panel, that kind of thing. Yeah, I don't need you to remove anything. I'm just wondering what the breakdown is. How much does the material cost versus how much you charge me to throw it in? So the material and the parts and labor breakdown, that's not something we do. The reason is we aim to make 20% on every job. If another company comes in any more than 20% on that, I would be curious as to where they're making that up. I mean, we make to make 20% on each job. Are you happy with that answer?

No, Brian was looking for something else. Right, why don't we? I'm looking for the script, buddy. You're not role playing the script. All right, well, let's see you. I'll do the same thing. Well, let's go back to Brian. Let's put him on the spot here. So Brian nobody does it to me Brian I gotta ask you, you know, you seem like a nice guy. I am a nice and the reason I called your company

I see you guys on my street. You're rapidly looked up your reviews. How were they? You know, they're pretty stellar Yeah overall I gotta say but there's a there's a lot of companies that do this. And I want it done right, but I want to understand. I looked up some of the parts online and I just want to understand what I'm paying for. And so if you could break that down, it would really be a lot easier for me to make a decision. That makes sense. Correct me if I'm wrong, but you're looking for like a price and or a labor and material breakdown.

Yeah, I like to know what I'm paying for because it seems like from the prices I've seen, this seems a little outlandish. Yeah, that makes perfect sense. Everything right now is just outlandish, isn't it? It really is, yeah. Not me personally, but my girlfriend, Bree, went to McDonald's

because she just loves McDonald's, no kidding. But, you know, the commas are like 20 bucks. I'm waiting for her to for the door open like what? Yeah, that makes perfect sense to me, but let me tell you real quick. Fortunately for you, we're not a time and material company. And what that means to you is that no matter whether you just by luck of the draw, get the most experienced tech at the company, or you get the guy who just got his own tools and in his own truck.

You won't pay any different amount to have installed, whether experienced guy does it that fast or brand new guy does it in six times the time because he's learning. What you also won't have is a tech coming in here and milking the clock, trying to make the job take longer sitting on his five gallon bucket playing on his phone because he wants to make more money. We eliminate all that by giving you the upfront price upfront. So everything that goes into that price that we give you, our warranties that we stand behind that I personally stand behind, my cell phone number in case something goes wrong,

the drug testing and background checks so that you know whether it's me or anyone else from our company, you only have the safest people inside your home, whether you're here or not. Does that make sense? Yeah. Because oftentimes people just leave the key

under the mat for us. I mean, it's that level of care that we take with the home. The warranty that we put behind a thing is, forget industry standard, it's unbeatable warranties that we put behind it. And we're actually there for you when something happens. Cause hey, things happen. We don't get perfect material all the time.

As well as people who actually answer the phone when you need us. Have you ever had an experience with somebody who you needed and didn't answer the phone? All the time. What was that like? It's kind of nerve wracking. Have you ever had an experience with somebody who you needed and didn't answer the phone? All the time. What was that like? It's kind of nerve wracking.

It's nerve wracking, right? Yeah, we eliminate that. We get somebody to be able to answer that phone. And as soon as humanly possible, we get them to your home. So all these extra things like above industry standard insurance policies, again, in case anything bad happens, because things happen. All these things go into that, but there's no way to break all these things down. Does that make sense? Yeah. So again, we just give you, here's the investment amount, the total. If it takes twice as long as I thought,

guess how much more you pay? Nothing. Nothing more. Can I go ahead and get you taken care of, Tommy? Absolutely. Yeah, no, that's really, really, really, really good. I don't think we get very many people wanting to break down. And I know you said these aren't the most common ones, but I think they're thinking it. In our trades, we're getting it nonstop.

HVAC plumbing, electrical, it's pretty common. I would say if you're not getting it yet, it's on its way. One of the things we really try to do, and I think it's different than any other industry, is if your garage door is broken or you need a keypad or you just said you needed to tune up, we're going to start the work you called us out for. We're not doing an inspection up front.

Just like a mechanic does not start an inspection on the car, he starts the oil change. And then they bring stuff up. And usually they come to you and they say, hey listen, I found this serpentine belt. And here's a good one, here's a bad one. When this breaks, it's going to bend all your, you know, it's going to screw up your engine. Sure. So, we... The bird in the hand.

Yeah, so we get the bird in the hand. and then we do the second knock and the third knock and I think it's very, very effective. And then at this point we're like, well, these parts are going to all last these non-insulated panels. Now that I got the door functioning, I'm looking at everything on the door. Have you ever thought about a new door? No, no. Do I need one?

I'm just wondering because it will actually be 30 degrees cooler in here in the summer. It'll save on your energy bill. Remodel Magazine came out just in the last two weeks and said 183% return on investment. So you make money by... For a new garage door. Yeah, and what I could do today, Brian, is I could apply some of this, what we did today, towards that new door.

Or I could just bulletproof your door now and make it safe. And I just want to see which one makes more sense for you. You said 30 degrees cooler in the summer. Yeah. And it was a lot warmer in the winter, depending. I mean, if you're a PA, right. Yeah. But here in Arizona, buddy, it's a big deal.

My wife's actually sitting behind us right now. Are you hearing this 30 degrees cooler? Well, we'll get back to that, honey. I bought a thermal camera just so I could show people real pictures. I think evidence is so important to show people this is what a insulated high R value door looks like of the thermal breakdown. And you can see a little bit coming out of the sides. I don't when you look at yours, you could just you could touch it on the inside and outside. It's 140 degrees.

Our house is like 14 months old here in North Phoenix and it's like, I don't need a thermal imaging camera. I just close the door and I can see where the sun pours through. Yeah. And I'm dead serious, right? This, the light comes through in like five different places on a brand new house.

I think that that's important. That has a lot to do with install quality. And I think that's, no, but that's a really good point. So we got, so if it's parts and labor, I would have bought. I would have definitely, and it's not because of what you said necessarily, it's because of the eye contact, the confidence level. You didn't say, you know, like, you know,

as I just said, you know, really what happens is you said it like a doctor would say it. You were prescribing me and you said it so confidently and you've definitely trained to do that over and over. Right, where does that come from? It comes from training. Repetition. Yeah, and it's, I could get some guys that are here with us in Phoenix to do that right now, but here's the issue, you know. I'm gone, so the exact scripting of it just kind of, I could hear it as Logan was overcoming that objection is like, it kind of fades away. But I also know that that objection, uh, and Logan had not heard that we were

going to do that objection before today. So that this, this is one that he's not going to get very often because he is, and our people are trained to overcome this throughout. So, you know, I don't know who made the analogy of you're walking through a hallway the second you get there. And there are objection doors along the way that you can go ahead and close before you ever try to close, right? So you're closing these objection doors

by having conversations like this upfront and early. So that's what I was talking about at the beginning. Yeah, when you avoid the, you know, don't wait for them to come up. Your presentation should be able to shut those doors. Yeah, when you avoid the, you know, don't wait for them to come up. Your presentation should be shutting them down. Shut those doors. Yeah. And you know, this is one that you might deal with.

So you start adding that in, in the beginning. All right, let's go to another one, buddy. I'm just reading some of these. These are great. So here's another one. And this is the one that particularly newer techs, they get tripped up real hard on this one because the second you knock on the door and they open it and you're going to do hopefully your upfront contract or whatever your opening greeting is, is this

one can make you feel like that Tyson quote, you know, everybody has a plan until they get punched in the mouth. This is one that's a deliberate punch in the mouth by a lot of clients. Now, what most young technicians and young salespeople don't understand is that when a client does this, goes on the defensive in the beginning like this, it's because they are buyers. And what they're trying to do is shut us down early so we don't even present.

And this one is, are you starting to understand what this one's gonna be, Logan? All right, let's go. Ready, buddy? I'm not prepping you this time. Every time you guys come over here, Logan, you try to sell me something. You get the HVAC team over, you get the plumbing team over, you get the electrical team over, and I just want to tell you up front, I'm not buying anything today, so don't even bother.

Copy? Oh, yeah, I understand you feel that way, Brian, and that wholeheartedly is not my intention, and that's not what I'm here for. That hurts to hear that. But you want to know what hurts even worse to hear what hurts even worse to hear is I show up here on Christmas Eve when you have no electricity and I'm here to try to help you get out of your problem your family's Panicking you got company coming over tomorrow and I hear you say why didn't the last technician find this problem when he was here? Or even yet even better. Yeah, that that hurts a little worse is when I come back in a month for your maintenance and I see someone else's sticker on the panel and I bring

it up to you and you say, why never even knew you guys did that? So do you see why that is my job to bring this stuff up to you? Perfect. Freaking perfect. I love that. You've still been getting hit with that one, huh? Yeah. So oftentimes the calls that Logan will run are piggybacked off of the HVAC and the plumbing team out there. So we have the most calls in the one hour in Lancaster. So we'll call those clients and say, hey, we're a little slower in the electrical team. What we'd like to do is send an electrician over, do a complimentary electrical safety

inspection in the hopes that you'll meet our electrician and do is send an electrician over, do a complimentary electrical safety inspection in the hopes that you'll meet our electrician and he will be your electrician for life, right? And then Logan just goes over there like that. Oftentimes you're gonna get hit with that right at the front door. Okay, so let me ask you. So I interviewed Aaron Gaynor's top couple of guys

and Adam is just one of the best salespeople I've ever met. Very genuine. And from the get go, what he does is he says, okay, Brian, Mr. Burton, it was a pleasure to meet you. I just want to tell you kind of how this whole thing's going to go and lay it out for you. I'm going to go ahead and do my inspection different than anyone does. And like to come down and sit somewhere that's comfortable for you to go over some of the options.

His goal is to get into the house at the kitchen table in the living room. I think a lot of people fail in Lancaster. It's probably 20 degrees in the winter and it's very hot in the summer. It's not very comfortable to be out in your breaker box to discuss stuff if it's outside. It's not very comfortable in the garage in your breaker box to discuss stuff. If it's outside, it's not very comfortable in the garage to have a discussion when you're freezing. You're not really thinking clearly. You're not really presenting options in the right way.

What's the best way to take the approach to get the client in a comfortable spot that's different than anybody else is doing? Well, the way we do it is let's always, again, it's always relational. So if you have some kind of script that you use, that's like very rigid to say, I need to be at the, my process is to like, I see people do that a lot. I'm like, throw that out the window and just say, I don't care if you rub your knee and say, where's a comfortable place we can sit down real quick. That's it.

Like, and then on top of it now, we didn't have this when I was in a truck, but we have this heavy tablet that we're holding and maybe like a stylus pen or a notepad or something. And you can just start fumbling it and go, is there a cozy place we can go have a seat for a minute? And then they'll just take you to go sit down. I never hear pushback on this. And that's interesting too. The top guy I've ever met used to write stuff down on a pen and a piece of paper.

I think they'll still does that. I think a lot of the guys in the industry, they can't write down some of the pros and cons. They take notes. They talk about what's important to you. And then they say something along the lines of, so let me get this straight. You guys have lived here for seven years and you're planning on raising the kids here. You know, they got kind of just repeat everything they just said. Do you advise getting out of old-fashioned pen and piece of paper? Absolutely. Imagine somebody comes and sits at

your kitchen table and starts taking a note based on everything you say, and then turns around and reads it back to you. Like how heard you feel versus every other person that's come into your home. So Logan, talk to me a little bit about that. So when you sit down, what are some of the stuff you're writing and how is it presented back depending on what it is? Just to say, it could be any, any part, but just general sales in general, what, what kind of notes are you taking? How does that play out? So yeah, Tommy, I actually sit down. First thing, it's part of my introduction. Um, I actually sit down right at the table, get the client's name,

information, why I'm there, have they history of the house, anything like that is what I do here. Actually check this out. I got notebook, notebook, a bunch of notebooks. I saw a bracelet breaking it out. I have notebooks everywhere. Oh my gosh. Are those diaries? Dear diary. Wow. Jamie's kicking my butt this month. Yeah, so then once we're done going over all that, I just say to the client, I say, hey, I explained my process on what I'm going to do.

Give a time, the GoPro statement. Give a time of how long it's going to take me. Get permission to go do the job. At the end of the job, I give a time of how long it's going to take me, get permission to go do the job. At the end of the job, I give them three options, good, better, best. That's when I sit down again at the table with the client and then I go over all my findings. Go GoPro real quick. Okay. That's what I wanted to dive into.

Talk to me about the GoPro. What kind of software you guys run to make it simple? So GoPro is not, he's not talking about a GoPro camera. GoPro is my selling system. Oh, I was like, that's just, but I've seen guys that use a GoPro. Yeah. And they actually take the customer

and they start circling stuff. They set up a 10 minute presentation. I've never seen someone do that before. I've seen it doing for gutters. And the guy was the top guy in the world selling gutters. What does he have, like the chest mounted? I'm not sure exactly, he had one on his head. Okay. And he'd show the top guy in the world at selling gutters. What does he have? Like the chest mounted? I'm not sure exactly. He had one on his head and he'd show the gutters how they were installed and he'd

take and he'd circle everything through the picture. Yeah. He does that for sure. Yeah. GoPro is the reason I stopped in there is because I've never talked about it on a podcast. So everybody just probably thought you were talking about the mounted camera. So yeah, when I walk in the door, it's the GoPro is the introduction, the permission

to do what you're there to do. Ask if you're parked. Okay. That kind of thing. We actually find out if all decision makers are present in. That's what I was going to ask too. So what happens if obviously I married my wife is not here and she, you know, when it's something that is above a certain amount, we like to get to, we like to make

those decisions. So we're actually going to find this out in the beginning. It's one of the three things that we have to find out before we'll move forward. Now, even if you say, my wife's not here, we're not asking you if you can make a decision without her. I'm just going to go ahead and assume you can't, but we are going to move forward. We're still going to do our process. What we'll do at the end is just say, now you said your wife, what was her name?

Brie is, um, unavailable or she's not here. Can we get her at the end is just say, now you said your wife, what was her name, Brie? Yeah. Is unavailable or she's not here. Can we get her on the phone real quick? This is something important for all three of us to cover together. That is brilliant because I think one of the main things that we don't do is we're really skipping that step a lot of the time. Getting it in the beginning. Getting it in the beginning and making sure we're getting that person on the phone.

This reminds me of a great freaking story. So we have these things at the shop called Loganisms and everybody knows what they are. Even at my team here in Phoenix now knows what Loganisms are because Logan will literally say anything on a call. You have never seen someone who's, who will just say the stuff that most of us think like, you asked him that I mean, he's not like vulgar or anything. He treats people with respect, but tell him the Story about the guy whose wife was a nurse. He said go ahead. So let's roleplay

Ask me if we can get a hold of her. Oh, yeah, so you said your wife. Can we get a hold of her? No, like I said, she's a nurse. She's in the hospital. She's unavailable. So yeah, is there any way you can get ahold of her? Text, call? Oh, I don't think she could have her phone on her. Oh yeah, I get that too. My wife says she's busy all the time too,

and then she just sends 30 text messages. Logan, you don't remember this at all? It was the funniest story because I don't remember how it got back to us that it happened. But like I call him like, dude, did this actually happen? And I told my Phoenix team about it, but Logan was a head of like, was it, where were you? Head of maintenance, electrical maintenance in the hospital? Yeah. Told this, this guy said he couldn't get ahold of his wife.

She's working. She's a nurse. Logan said, I worked at a hospital for four years. Those girls are always standing around on their phone. Let's just shoot her a text and she, if she can talk. And the guy said he shot her a text and she called immediately. And that's just a little bit more of a, a no fear tenacity. Just, yeah.

And that's him to a T he's so genuine. He's not trying to offend anybody. So he doesn't fear offending people. He will, he will literally just say anything. And he has this way of doing it where people don't feel like he's taking some kind of shot at him. But when you're in a room with Logan, you feel like you're the only person in that room.

Is there a threshold that you say like over $3,000 that you need that other person, like if it's just, I mean, if, I mean, is it mainly new equipment or is it just? So we have a way of asking if both decision makers or all the decision makers are present. So the way we ask it is we will say, I'm going to go through my entire system inspection. Like I told you, I'm going to check everything with a fine tooth comb and make sure everything is in great condition.

If I find anything that I think should be brought to your attention or anything that I think you and your family would really enjoy, would you like me to bring it to you or would you like me to keep it to myself? Let me know. You want me to let you know? Is there anybody else who would want to be part of that conversation? Yeah. Okay. Got it. My wife. Yep. Your wife would? Okay. Cool. And. Okay. Got it. My wife. Yep. Your wife would. Okay. Cool. And then we just move on.

Or if they, if they say something along the lines of, you know what? I can pretty much tell you if I want to get this or not. Cause quite frankly, I would make that a decision without calling Brie or anybody else. Yeah. I wouldn't say there's a threshold, but, and it's a tough one because this requires you doing this over and over and over to start realizing who is that Tommy and who is that person that needs permission for a frigging $40 repair?

Well, what I hear sometimes is I brought my Cadillac into the dealership and I walked away spending five grand and my husband will have a shit fit. They're more worried, especially the wife, it's usually she's the one at home during the day. And I know it's a new society and different things are happening, new times, but she doesn't want to make that decision. And so what I do is I call the husband up and I say, listen, I want to let you know, you've got a really nice garage door, a beautiful home. Your wife has been absolutely phenomenal. She even offered me I see it. I really appreciate that. It's hot out today.

Just want to let you know, panels are on great condition. Your rails look great. So I always start out with a few compliments. Then I'll say, here's some stuff that really scares me. Really not good condition. It's not safe. And here's what I like to do, Mr. Burton, I'll leave these old parts here so you can inspect them when you get home.

And if you don't think they're completely wore out, the cycle life is gone on these, then I'll come back on my own time and reinstall the old parts. And there's a box she just pointed out all the old parts there because they're shot. And that just creates so much credibility. And I've done this over 100 times. Never once has a client or Mr. Burton called me back and say, I want these old parts installed. That just creates so much trust. Timeout on the role play.

How many clients do you have that just say, let's just do it. Don't worry about leaving the stuff. Is that the majority? I always offered it up and I'm like, I'm just going to leave them here in the corner and I've never had anybody really, I just always left them there. When I had the person on the phone, I've never really had anybody just go ahead and do that because like the bottom rubber is not really going to affect the performance of the door.

If you're like me, I've got dogs, you know, I don't want tarantulas. I don't want the spiders. We've had mice get through there. We've had actually the rats chew up the bottom rubber. We've seen a lot. And the scariest thing is those small scorpions. Tommy lives in the hood. So the small scorpions.

So, you know, when you bring up those things, it's like, yeah, let's get those replaced, but let's just replace it. And that's, I like it in bite sizes. I don't like to bring up this big quote. I like to say, listen, now that I got your door working, there's a couple of things like a surge protector that'll protect this unit. So that's only, it's not warranted against the surge. And another thing I want to let you know is where the nasty bugs come in and the

tarantulas and the scorpions, that's your bottom rubber. It's not going to affect the performance of the door. It's something I'd highly recommend. And usually, and I never say that we're recommend, but it's something I would do. If this were my home, that's what I'd be doing. And if I'm making, if I've already built rapport and I'm talking to them, they're usually like, is this going to be it? I thought you said everything was good last time.

Well, I didn't get the door up. Now that I see the strip is just completely hardened. It's not doing its job. And people I've had so many technicians ride along with me. They're like, there's no way this lady's already pissed. She spent this much money. She's not going to say yes. I'm like, yeah, she will.

I want, she's not going to be happy about it, but it's a not, it's just another 200 bucks. So let's keep going. I love this. This is, this is one of my favorite things. And I want everyone that's listening to just take these, as many of these tools with them and train on them. So keep a great, so yeah.

So we talk about this on waste no day all the time. It's like the people who get the most out of the show, and this is an actual analogy we use from time to time. Like you can have the most nutritious meal that's ever existed. And I don't, in my world, maybe that's like white rice with a little bit of sweet potato and a filet mignon, you know, just all nutrients set that thing right in front of you and you only take one bite.

What was the point of this super nutritious meal? Like you're gonna have to get your fork and you're gonna have to get your knife and you're gonna have to get to cutting and eating. Nobody's gonna chew it for you, right? And this I feel is the same thing. Like you just got two lights out rebuttals to pretty common objections, but not just common ones.

The ones that nobody really, not nobody, but like most people don't take the time to come up with a rebuttal to that actually works. So if you look in your group that in that post last night, I saw your comment. Well, the majority of the comments for what? No, period. That's it. Yeah. We don't do that. That's great because you can, you can take your stand, but you're going to lose the client a hundred percent. The client's not buying from you.

So every rebuttal you have has to be meant to answer their question, make them at least feel like they got what they want and then advance the sale, right. And then move to close. So what the people who take the most from our podcast, that's most, almost all sales training do. And we get texted about this all the time is they're driving primarily and they hear something that, that was very profound for them. They take a screenshot of where it was in the podcast.

And then when they get home or park or get to the shop or wherever, then they rewind it to that part and listen and write and take notes. They get it to the shop, they role play it. And this is what has to be done. We did the seven deadly objections episode where we role played the seven toughest objections we face in the home services.

And we had been asked to do it for so long and I love doing it. It's a, you know, role playing is a lot of fun for me, but I don't like giving that much in one hour, two hour episode because you cannot, it's just so much information to take and it makes everybody feel great, right? It's like, Ooh, this sounds awesome. But there's so much there that you're not, you're not walking away and doing anything with it.

There's a lot of information. Yeah, there's so much there. There's not, you're not walking away and doing anything with it. There's a lot of information. Yeah. There's so much there. There's so much to the voice inflection to when I'm going to smile versus when I go serious to when I said, would you like me to share it with you or would you like me to keep it to myself? And I put my hand over my heart right there. Like every single move that's made eyebrow twitch or whatever is accounted for. So if you're just blowing through those things, even like these two, and you

don't take every, you don't focus in on everything that was said and everything that would happen, there's a lot to miss. So pause it, rewind it, and listen to the soothing sound of Brian's voice. No, no, it's good stuff. Brian's nasally drone over here. So let's keep, it's good stuff. Brian's nasally drone over here. So let's keep let's keep going. So what about a big one we get is I need to think about it. They say, you know, I really now is not a good time anyway.

That's more than I was planning on spending. We've got a lot of bills going out. I need to think about it. And everybody's coming into money. Everybody's saying I got some money coming. But what about I need to think about it? Sure. You want me or go ahead and you guys do it, Logan. into money. Everybody's saying I got some money coming, but what about I need to think about it? Sure. You want me or Logan?

Yeah, go ahead and you guys fight it out. You want to do it Logan? All right. Logan, I love what you're laying down here, buddy. I mean, this stuff makes a lot of sense to me. I need, it looks like the panel, the garage door, the water heater, my HVAC system. Yeah, it looks like the stuff needs to be replaced, but I'm the type of guy that always takes my two days to think it over. I always consult my rabbi. I go to the altar call at church to make my decisions, talk to my aunt, who's my financial advisor, my sherpa on Mount Everest, and he's climbing right now. So it'll be a couple of days. So just give me a couple of days to think about it and I'll probably shoot you a text next week. Does that sound good? Oh, that's perfect. I totally understand.

I'll wait for that text back from you. But before I get out of here, is there anything that you don't think needs done or that you don't find the value in? Honey, I think we're good, right? Yeah. Right, babe? It makes sense. I mean, I think I can get by with what I got.

Oh, well, yeah, we can probably get by. Yeah, again, another thing, we need to talk about with her mom, who's our financial advisor. Yeah, no well yeah, we could probably get, but yeah, again, another thing, we just, we need to talk about with her mom, who's our financial advisor. Yeah, no, I think everything sounded good. So is it just the money, like just the financial part? I mean, if it was free, you'd be doing it. For sure, yeah.

I'd say it's the money, right? So why don't we do this? I'll do the work and you can pay us later. What do you mean? We do the work, you pay us later. When would I pay you? When do you think you'll have that much money? Do you think it'll be a week three weeks four weeks anything?

I got probably by the end of the year end of the year. Yeah, maybe six months or so So you say the end of the year about six months or so that that's cool Why don't we conservatively say two years? Does that work? Yeah, so the way that this will work is we'll do the work. You pay us later. Um, you're going to pay a minimum monthly payment. And then at the end of the job, you just pay it off three in the year. You have your money. So that's how I'm good.

Is there any interest with that? No interest free, a hundred percent interest free. Oh man. That is good. I love that. And I love, you really look like somebody I trust too. I don't know what it is He is the way you say it and just you know, you're the nodding and yeah, okay. Yeah, that's great I mean if you if you're not watching this

You're probably losing some of the social the cues that he's doing is just just the confidence to eye contact the social, the cues that he's doing is just, just the confidence, the eye contact, just no problem. His relaxed nature in that he's never pushy, but he's the pushiest salesman you've ever seen. But you, but you never feel pushed by him. So that is like the best thing I've ever heard. Actually is when do you think you'll have the money by the end of the year? Okay.

Well, let's just do that then. I, the best salesperson I've ever met end of the year? Okay, well, let's just do that then. The best salesperson I've ever met in real estate, they buy houses for cash. And they got two choices, either I can list it for you because some people decide they wanna sell it and they'll be the listing agent. So his job is never to go on the phone and say,

so Brian, what did you think you wanted for the house? And what are you gonna say? Well, I looked at Zillow and I think it's worth $283,000. My estimate. Yeah. And so he doesn't ask those questions. He goes, Brian, you sound like a great guy. Sounds like you're really just looking for an offer.

Why don't I come out, take a peek, you show me what you're looking for. And he sits down at the kitchen table and they explain what they want. And he goes, OK, let's just do that then. He agrees hey I want to list it for 283,000 the house is worth 230 on a good day the roof needs to be replaced but his goal is to make them make a decision then he says well let's do 283 if we get some bites we'll get it or if they a lot of people are like you know

it's worth 283 I just need to get 240 for it. Okay. Let's just do, so it gets the contract signed. And then he says, during the inspection, this roof is on its last leg. Like you probably have a leak. You've seen the leak, the drywalls actually looks like it got mudded over. Like we're going to have to fix that. And you know, your cost on that would be 30 grand. I'm just going to take 10 off the top. And so that gives you like, they already went through all this stuff.

And it's not trying to be shady. It's just let's do an inspection and make sure everything's good. And if I see anything, we'll be fair about it. You think about it. And we just, Amelia and I, again, my wife's sitting behind us here, but Amelia and I sold a home recently, just less than a year ago in Pennsylvania, bought a home here in Arizona. And you really think about the fact with her either nodding in agreement recently, just less than a year ago in Pennsylvania, bought a home here in Arizona.

And you really think about the fact with her either nodding in agreement or telling me I'm crazy. Once we've done paperwork with a realtor, we're not switching realtors, right? I mean, that's the brilliance in that. And, you know, our mutual friend, Andy Elliott always says in the car dealership world, if you get them into the financing office, it's getting done. It's 80% done, like 80% of those clothes. And we were the same way.

If we can get you to start filling out the Ally or service finance or whatever financing paperwork, it's a wrap. If you get approved, it's a wrap. So is there any time in the process where you go, because I just met a really, really good door salesman, he says, you know, what would you say your credit is? You know, six, seven, eight? Yeah.

So I do what I did. I don't train this a whole lot because it's hard to teach somebody. But it's easy to pull on good lead. You just hit a few buttons and it's good. Yeah. So what I did myself was I would say, on a scale of one to 10, 10 being hot, one being not so hot, where would you rate your credit?

That's it. And if I got people that said nine or 10, I would start talking to the top one. Where would you put that into the conversation after what Logan said? No. So there's actually more to that. Brian didn't give me that objection. After I get them to agree the work and agree the payment plan, I just simply say, okay, it's just going to be a brief credit check. Is it that shouldn't be a problem, right? And that's when it will come out if they have good, bad credit or any problems with the credit.

I love it. Yeah. If they say we, you know, we filed bankruptcy three weeks ago. Well, also, the other option is a lot of times, well, it's really anybody under the roof or a co-signer. And a lot of people are like, yeah, my dad, this needs to be done. I can get my dad to do it. Yeah. How often do you use a co-signer? That's not, you know, part of the, that's not a husband or wife. Yeah, bro. I'm calling family relatives. You got any neighbors, anybody, I'm getting someone approved in there. So you would you say it's often?

Yeah, so I don't really know the percentages. It's not often they fail. But if they do, I'll use Ally or then I'll ask for the co-signer. It doesn't tell me why they fail. It tells me that they just failed. The other thing is, is if you use GoodLeap, they don't, they have to be on the deed of the house. The reason I like Goodleaf, Greensky or Service Finance is they integrate into Service Titan. Yeah. That's makes it simple.

It's simple. Yeah. But you don't, you don't need it to do that. I mean, if you're, if you're on Ally or one of the ones that you like Ally a lot, I'm not that partial to a brand, but the reason, uh, you know, if you don't have one that integrates with Service Titan, you just have to know your number. I don't promote, and I'm not a fan of the six months, 12 months, 18 months, no interest plans. Not as very expensive. It either fees up the yin-yang. I don't use them. Not just that. That's probably the biggest reason. But the second biggest reason

is actually when I was selling Timeshare, right, I sold a big package to a Filipino couple and I always gave people my cell phone number and said, the first time you use this, call me and let me know how it worked. And this lady called me and said they loved the property, they loved the experience, but she has a bone to pick with me. Like they got the 12 months no interest. And then the interest all accumulates on the 12 months one day. A small catastrophe hits at the end of that 12 month period and they go, Oh, we

can't pay this off. We got to do that. Cause that's the first thing that gets put on the shelf. And she, I forget what the number was, but it was a lot of money just then accumulated interest. Yeah. And she was like, we should have just done the 9.99 plan and we would have been much better off.

And I'm like, so ever since then, I've always said, I'll get you in at this low monthly. So like Dale says, credit cards are 23, 27, 30%. Yep. I got some of the last and a half of that. Yeah. We'll get you in at 10.99 on Ally or Green Sky or whatever. And maybe they're multiple for that monthly is like, it's 0.0178 or 0.0181.

So it's whatever the total of the ticket is, times 0.0181. So at 10 grand, it's $181 a month. So you just need to memorize that number. Doesn't matter if it integrates, right? That's true. Memorize that number and you spit that out. I don't use the month.

No interest. Divide 10 grand by 12 months. Like that's a fricking house payment. Most people aren't paying that off. And then they're going to, there is no way around them kind of hating you a little bit for putting them in that position. Logan's got something here. Yeah, Brian, I, I do that too.

I try to stay away from the 18 months interest free. What I've found has worked is first I get them to pull the credit and then I'll show them the $119 a month because what I'll have them say is, what's that? $119 a month for 45 years. So for some reason it feels a little bit different after they were already approved. That's awesome, buddy.

I like, that's a great place to interject the Gene Slade thing that he always talks about, which is when they say, well, what is that, 30 years? And he would always interject with, you know what, Tommy, that's the best part. You can pay it off anytime you want. There's no prepayment penalty. Yep. You know, is it any objection on the financing?

He would go, that's the best part. That's the best part. You know, and Tom Hopkins calls it a prepayment privilege. Yeah. You got a privilege to pay it off earlier. Without paying an extra penny. Yes. Yeah, if you remember when Gene Slade was in the building, Brian, that's what I had

the hardest part was, is asking, that's when I had the problem with him, was asking, do you have that much money? Yeah. Everybody does. So they'll go through that with me. Okay, Tommy. Perfect. Your total today is going to be $4,900. Is that something you want to get taken care of? No, I don't. That's a lot of money. Do you have that much money? Not for this. Yeah, not for this. When do you think you'll have that

much money? Oh, a lot of determining factors. I got my tax check coming back. Supposedly I'm supposed to get a bonus and if Q2, yeah, you know, I should have that money the next year. Okay, perfect. So to be conservative, you're say let's like three years, right? Yeah, I'd say that. Yeah, no problem, man. I'll do the work now. You can pay me later. Pay me in three years. Serial killer smoothness to him isn't it? It is smooth and I love this because I'm gonna have a lot of guys listen to this. Let's do a couple more objections and I got some here if you want but you probably know them by heart.

You got some that you want to throw out? No, no, I just was reading, this is my scribble notes but go ahead and do a couple more that you like. Let's just assume we talked through the financing part. All right. I know what you're saying. Yes, I don't have the money. I won't have it till the end of the year. And when you say use your money, I know what you're saying. You're talking about financing.

And I got to tell you, bro, we hate financing. We just hate it. I'd rather pay it when I when I can just write a check. Yeah, I totally understand what you're saying. I come from the generation where if you don't have cash, you don't get it. But I believe in being happy and getting what you want. What's your hold up with financing? You know, it's just like my dad taught me,

if you don't have the money to pay for it, then don't buy it. Oh, okay, cool. So you never financed a car or a house, you bought everything outright, correct? Well, we had to have a place to live. Okay, cool. So you never financed a car or a house. You bought everything outright, correct? Well, we had to have a place to live. So obviously we financed the house and then we both needed a car because it's a little more convenient.

So of course we financed those, but really and the furniture and a couple appliances, but almost nothing. Okay, so can I level with you a second here, Brian? Sure, buddy. Yeah. Does it make sense to finance a house, but not finance the protections that the house is going to need to keep you safe and happy?

I got nothing. I mean, obviously, like if this was something that was going to cause the house not to work tomorrow morning, we wouldn't have a choice. But like you said, this is something that needs to be done, but doesn't have to be done right here, right now. So it's, you know, it's just tough to, to come outside that teaching that my dad instilled in me so many years ago. Yeah. Yeah. I totally get it. Is your dad reachable? Still live, right? Okay. Yeah. Perfect. Let's get them on the phone and we'll walk through it with him. Loganism. Who the hell is going to ask to get dad on the phone for this except Logan Altman?

And I guarantee you he would do it. Well, the confidence level, the one thing I say is I dress up like a doctor during my orientation. Oh, yeah, yeah. And I'll put the stethoscope on and I'll say... I want to go through your orientation. And I say something along the lines of this. So when you walk into the doctor, you fill out a lot of paperwork, right?

And then you sit down and then the nurse comes out, So when you walk into the doctor, you fill out a lot of paperwork, right? And then you sit down and then the nurse comes out, checks your height, your blood pressure, your weight. You sit there, you talk with the doctor. The doctor walks in about 30 minutes late, walks in. He's got his clipboard. He says, OK, so, Brian, how are you? Great. I'm just going to just ask you a few questions. First and foremost, how's the family doing? Pretty good. Yeah, everybody's well. Amelia says hi and foremost, how's the family doing? Pretty good, yeah. Everybody's well.

Amelia says hi. Listen, she's a sweetheart. So just running through here, what would you say your alcohol, how much are you drinking? I quit drinking. Fantastic. OK, and smoking, and recreational drugs? I mean, who'd know?

And with work and everything, what's you, what would you see your stress and anxiety levels are? It depends on the day. I mean, today, not bad. Uh, yesterday was probably about an eight. Okay. It makes sense. And, uh, how's the sleep going?

Well, ever since you prescribed me that CPAP doc, which I cannot recommend enough to anyone who snores. It's been going great. Okay. And finally, I'm just going to say, what would you say overall the diet is? Sugar? You know, you feel like you're healthy. I have a bet with this guy right now, so I'm actually doing pretty well on the diet. So we're good there.

And one final one. This garage door guy that I'm trying to be sweet with. What would you say your overall energy level is throughout the day? When I'm doing something I'm passionate about, I'm a 10, which is pretty much always. So based on what you told me, I'm going to go ahead and just run through a few things, look in your ears, nose, check your heartbeat, have you cough a few times, check some reflexes. And after that, you know, I'll get done with this stuff. Let's say I'm done.

Brian, you know, you came in and here's what, where's the, CVS or Walmart? Walmart. Okay, or Walgreens. Walgreens, sorry. Walgreens, okay, so I'm gonna go ahead and just get you this to make you feel better. And it'll be ready tomorrow.

Awesome. So the doctor asks all these questions, does these tests, has a lot of confidence and writes you a prescription. Just moves forward. Have you ever been to a doctor and the person says, or the person that walked into the doctor's office, have they ever said, well, I'm going to need to get a couple quotes on that? I mean, yeah, if it's cancer maybe,

but no one ever says, no, you go in because they know exactly, they've done all the work, they've done all the tests, and they don't ever say that this is what you need to be better. So I'm going to go ahead. Here you go. I'm going to get this filled. And even, even taking it back a step, they've earned that right the whole way by being such

an authority, like at no point did you sheepishly, intimately staring at the ground, walk up to me with the stethoscope and go, are you okay if I just put this on and listen to your heartbeat the confidence levels through the roof? It's just like sit back for me take a deep breath boom the doctor always sits down on a round chair sits back and There's no arm, you know likes they're looking at you They're genuinely interested and they're looking at you, they're genuinely interested, and they're taking notes. And I think if you can walk in to a home with that kind of confidence level, and know you've got a superior part, and know you've got the answers,

you are the doctor the minute I set foot in that garage. You are the doctor. And a lot of people, the first thing they do is, oh, it's a broken spring. I walk in and after I've talked to them for a long time, I say, so what's going on with the garage door? Well, the whole thing snapped, it's a broken spring. I walk in and after I've talked to them for a long time, I say, so what's going on with the garage door? Well, the whole thing snapped. It was a loud bang noise.

The cables flew off. Man, this thing, me and my wife have been talking about replacing it. Well, if I walked in there and said, I know exactly what's wrong, you're a schmuck. Because now the, well, how much is that? It's only a few hundred dollars. Well, shoot, we were thinking we gotta spend five grand.

You know, so you got to ask more questions And I think you're doing a great job of that Logan. Let's do another final one here because I could eat this stuff up all day All right. Let me thank you. What's what's gonna be a good one that we get quite a bit of all right. You ready, buddy? Logan I like what you're showing me here and a I'll be real with you some of the things you're pointing out here Nobody's ever said to me before, but one thing I failed to tell you in the beginning is, is her cousin is a plumber, lives an hour and a half from here. Or sorry, is an electrician.

And he told, I texted him while you were talking and he told me we can probably get this stuff done for half. What company does he work for? Amelia's Cousin Elect electrical in Flagstaff. Okay, that's awesome. Yeah, I've never heard of them, but that's neither here nor there. Okay, so cost is obviously the driving factor here. Well, let me ask you, is it true? Can I get this done for half of what you're telling me? Brian, you could get this done at a quarter of this price, but you're also going to get a quarter of the quality and service. Let me ask you

something, Brian. What is more important to you, quality, service, or price? Quality money or value? If I really think about it, I probably wouldn't sacrifice too much quality or value for money, frankly. I want to get as much quality and as much value as I possibly can for as little money as possible. So do you think there would be anybody else in business if they could provide you with the best quality, the best service and the best cost?

Do you think there would be more than one business out there? I guess probably not. Yeah, Brian, we are not the cheapest company and I don't hide from that. But one thing that you do get is you get 100% service, you get live call center 24 seven on New Year's Eve when your crockpot trips a breaker, you're going to get my smiling face at your door ready to fight the problem with you. You're going to get the fair treatment as far as, hey, you and your neighbor both called

in at the same time, but you've done work with us before. So do you see why we're more expensive? Brian, if cost is the only thing that's driving you and you don't understand why more more expensive by all means Go with that other company if that makes sense What I've typically found though is I'm the one following up behind them fixing it once or twice So then you're at three times the cost and that brings you out exactly to what I originally quoted you So the choice is really yours. I'm just here to help you guide you through the way I know it was funny. Okay, let's give me that was genius. That's beautiful

What was funny was he said do you see why we might be a little more expensive? I saw Amelia out of the corner of my eye and she starts nodding. Yes Felt right into the role play with you. Why I love it. Well Logan, I gotta tell you buddy You're more than welcome to come out. Maybe Brian. I Do you see why? I love it. Well, Logan, I gotta tell you, buddy, you're more than welcome to come out. Maybe Brian'll have you out. I'd love you to meet you in person, brother. You seem like a whole some good dude.

Yeah, that would be awesome, Tommy. I would love to come out and hang out with you guys and get to meet you for the first time, Tommy. And of course, hang out with you, Brian. We'll have to put you up in a hotel. Tommy doesn't have any room at the house. Kind of strapped for space right now. I heard you're gonna need someone to show you how to play some big in a hotel. Tommy doesn't have any room at the house. So kind of strapped for space right now. I heard you're going to need someone to show you how to play some big buck on it.

Yeah. You know, is that the game that you cock the gun and you shoot the little stuff walking around? Don't bet him. Don't fall for this. He does it with one hand and still gets a perfect score. We really appreciate you. You know, those of you that can't see Logan, he's actually in his service vehicle right now doing this for a huge favor for us.

So with his wife's Apple cans on Logan, I'm going to just close up here with Brian. I just need 10 minutes of his time to kind of end this, but I really appreciate you jumping on. We'll do this again. Appreciate your time, brother. Thanks for coming on, man. Appreciate you. So this has been a masterclass of sales. It's a great thing to talk about.

We talk about this, you know, for three years, we've been running waste no day. We've talked about the four F's and the F wheel is kind of what I train on where you have four quadrants. Love, flies, or oh, no, no, no, no, no. That's not those F's. We leave the most important one up. Nevermind. But faith, finance, and family fitness.

It's just the four quadrants that you should always be, try to be in balance. Cause if everyone thinks like I can put the majority into work, my finances, men in particular, and everyone else will just fill in. But imagine a tire with a bulge on one side and how, you know, how well is it going to roll? But in terms of the fitness one, because I don't know how garage door techs are, but I know how the HVAC plumbing and electrical trades are wildly unhealthy,

wildly unhealthy. So we make it a big point to constantly push health and fitness. And you know, you said something great there. It was like, I won't see anything in 30 days. I'll see a little in 60. But after that 90 point, the fat just starts falling off. It sheds. It's like amazing. And I was, you know, Jordan Peterson often talks about the Matthew principle. You know what the Matthew principle is from the book of Matthew. It might have been the Sermon on the Mount where Jesus said,

for those who have, even more will be given. From those who have not, even what little they have will be taken. And people are often like, oh, that's like really harsh and horrible. But the way Jordan Peterson broke it down was like, he's just talking about your momentum. Like you're either heading this way down, getting worse, or you're heading up and you're getting better. Right. You're moving in a direction.

Yeah. Right. There's no stagnation. You're getting better or you're getting worse. And I love that principle because it says that if you're even the most because it says that if you're even the most trivial, almost to you, nonsense step you can take toward physical fitness. And for most people I recommend,

if you're severely overweight, finish your dinner, stand up and walk outside and take a 15 minute walk. And even that little bit of nonsense walk is putting you in this direction, you're heading up. and you won't believe, not 30 days, not 60, maybe at 90, maybe at a year, how fast you start moving in that direction later. Because what happens is the law of accumulation kicks in, right? And you're this person who's first you're doing 10 minute walks, then you're doing 15. And guess what?

They don't do it for you anymore. Like F that I did that last week. Now it's 20. Now all of a sudden you're like, walking's not doing much for me. I gotta go for a swim and you're fine in a gym. Well, then the other thing that happens is people start saying, Holy cow, you look really good. You look healthy.

Now, now you're getting, now you're getting- Now you're running. What did my trainer tell me? He said, you won't notice it in yourself, but people will. First, the people that are around you the most. Then the people at work will start noticing. Then you'll notice. Because you see yourself, whoever sees you the most, it's like, I think it's the people at work first.

But he has this great analogy. But listen, health is super important. And my cousin and I were just on the phone earlier, and he's like, dude, I've just never seen you this optimistic in this energy level and this focus. And he's like, that's what I want. I want to show up for my kids in a bigger way. I want to show up for my wife.

He goes, I don't want to get ripped. He goes, I just want to be 100% of who I'm supposed to be. Don't let him get away with that. Yeah, well, I'm going to get him in. Have him talk to Andy. And the other thing is, I'm a KPI-driven guy. So it's like, I want to go as far as I could go. But for him, he just said, I want to be the best I could be.

And I posted some the other day. I said, there's two most important days of your life, or the day you're born and the day you figure out why. And I think that that's important. And I don't want to be, that guy was super successful, but he just didn't take care of himself. He didn't love himself. Yeah. I don't think that's important and I don't want to be like I was super successful, but he just didn't take care of himself He didn't love himself. Yeah, I think that's important, but I'm more excited to talk about you know When did you move out here exactly? It was July August August so little August 2023

A lot of a year and you have a fantastic podcast waste. Thank you. Thank you listen to you know, you had me on there Even with Nate, it's still a fantastic podcast. Yeah, Nate's a legend. Well, listen, I'll let you close us out here, brother. This was a great day. Cool. Well, if I'm gonna close us out, I'm gonna leave you, the audience,

with the challenge that we leave everybody with on every episode of Waste No Day, which is to choose every single morning to wake up and waste no day. Let's go, waste no day. And home service expert. Yeah. All right. Thanks, brother. Hey there. Thanks for tuning into the podcast today. Before I let you go, I want to let everybody know that Elevate is out and ready to buy. I can share with you how I

attracted a winning team of over 700 employees in over 20 states. The insights in this book are powerful and can be applied to any business or organization. It's a real game changer for anyone looking to build and develop a high performing team like over here at A1 Garage Door Service. So if you want to learn the secrets that help me transfer my team from stealing the toilet paper to a group of 700 plus employees rowing in the same direction, head over to elevateandwin.com forward slash podcast and grab a copy of the book. Thanks again for listening and we'll catch up with you next time on the podcast.