WEBVTT NOTE This file was generated by Descript 00:00:00.510 --> 00:00:04.440 You do all of the work to meet the customer, help them find 00:00:04.440 --> 00:00:05.730 out their roof is damaged. 00:00:06.150 --> 00:00:08.430 Get them to sign the contingency agreement, meet with their 00:00:08.430 --> 00:00:11.670 adjuster, get their roof approved only to have them turn on you. 00:00:11.730 --> 00:00:12.810 Right like that. 00:00:13.140 --> 00:00:14.670 And then they say, well, what's your estimate? 00:00:15.420 --> 00:00:17.220 and you look around and you're like, what the heck? 00:00:17.220 --> 00:00:18.750 And you start thinking they're an evil person. 00:00:18.810 --> 00:00:19.590 They're a horrible person. 00:00:19.595 --> 00:00:22.410 They're taking advantage of you and you get really angry and 00:00:22.410 --> 00:00:23.250 believe me, I've been there. 00:00:23.430 --> 00:00:26.850 In fact, I worked on this project where I landed a deal in a neighborhood that I was 00:00:26.850 --> 00:00:28.800 just opening up and I had no competition. 00:00:28.980 --> 00:00:32.280 I'd done three or four roofs in the neighborhood and I get this one roof. 00:00:32.280 --> 00:00:33.930 It was the biggest roof in the neighborhood. 00:00:33.930 --> 00:00:36.269 It a giant U-shaped house. 00:00:36.330 --> 00:00:37.800 And I was so pumped. 00:00:38.010 --> 00:00:40.620 I got the contingency agreement signed, find out when the 00:00:40.620 --> 00:00:41.730 adjuster was gonna be there. 00:00:41.790 --> 00:00:42.240 And I showed. 00:00:42.930 --> 00:00:45.930 But then I see checking the time checking the time, 20 minutes, 00:00:45.930 --> 00:00:48.300 late, 30 minutes, late 40 an hour. 00:00:48.480 --> 00:00:52.830 It's 95 degrees out in Wisconsin summer with like a hundred percent humidity. 00:00:52.860 --> 00:00:57.630 And I am roasting two hours in the adjuster rolls up and 00:00:57.630 --> 00:00:59.130 this gentleman was so large. 00:00:59.130 --> 00:01:00.210 He couldn't even get on the roof. 00:01:00.735 --> 00:01:03.465 He hands me, his chalk, he hands me his camera and tells me to go up, 00:01:03.465 --> 00:01:04.815 mark up the roof and come on down. 00:01:05.085 --> 00:01:05.655 So I do. 00:01:05.655 --> 00:01:06.735 And you know, that feeling right? 00:01:06.735 --> 00:01:09.855 The total overjoyed glee, cuz you know this one's in the bag. 00:01:09.975 --> 00:01:11.115 He just gave me the chalk. 00:01:11.115 --> 00:01:12.015 He gave me the camera. 00:01:12.075 --> 00:01:12.645 We're on it. 00:01:12.915 --> 00:01:13.725 So I'm up there. 00:01:13.755 --> 00:01:14.415 I do the work. 00:01:14.415 --> 00:01:15.015 I bring it down. 00:01:15.015 --> 00:01:15.855 We go through the photos. 00:01:15.860 --> 00:01:16.365 He goes, yep. 00:01:16.370 --> 00:01:17.595 I'm I'm buying the roof. 00:01:17.775 --> 00:01:20.625 He didn't even go up to talk to the homeowner I did. 00:01:20.745 --> 00:01:24.975 And as I'm telling the homeowner, I am overjoyed cuz I, I love 00:01:25.065 --> 00:01:26.385 making my customers happy. 00:01:26.535 --> 00:01:27.045 So here I. 00:01:27.529 --> 00:01:32.000 All jazzed up, coming down off the roof, ring that doorbell with pride, give him 00:01:32.000 --> 00:01:34.100 the news that I got his roof approved. 00:01:34.520 --> 00:01:37.550 And then he turns on me like that. 00:01:38.119 --> 00:01:43.820 And from the joy, the connection shooting, the breeze, I get the arms cross. 00:01:43.880 --> 00:01:44.479 Great. 00:01:44.600 --> 00:01:45.649 I'll wait for your estimate. 00:01:45.919 --> 00:01:47.630 And he closes the door in my. 00:01:48.465 --> 00:01:50.385 And I never got that deal. 00:01:51.015 --> 00:01:52.905 This stuff sucks. 00:01:53.115 --> 00:01:56.565 And the reason I'm doing this video right now is because Jared reached 00:01:56.570 --> 00:01:59.325 out to our Facebook page and was struggling with the same thing. 00:01:59.325 --> 00:01:59.985 Jarrett, thank you, man. 00:01:59.990 --> 00:02:02.985 You, you inspired this video and I know we exchanged the messages and 00:02:02.985 --> 00:02:04.725 we got you a set before this video. 00:02:04.905 --> 00:02:05.255 So. 00:02:06.345 --> 00:02:10.185 what ended up happening there is I got to learn one of the most 00:02:10.185 --> 00:02:15.105 valuable lessons of my life because communication became the problem. 00:02:15.405 --> 00:02:17.715 I realized that I was at fault. 00:02:17.955 --> 00:02:20.895 I realized that I did not set clear expectations. 00:02:21.135 --> 00:02:26.115 I realized that in my head, I had said everything right, but I didn't, 00:02:26.115 --> 00:02:28.125 I just thought everything right. 00:02:28.125 --> 00:02:29.925 And the way I communicated it, didn't. 00:02:30.900 --> 00:02:33.900 With my customer, which is why he never became one. 00:02:34.350 --> 00:02:39.269 So in this video, I'm gonna help you diagnose or pinpoint the exact reason 00:02:39.299 --> 00:02:41.760 that this has happened or will happen. 00:02:41.850 --> 00:02:44.880 And then I'm gonna show you a very simple way to keep this 00:02:44.880 --> 00:02:46.200 from happening ever again. 00:02:46.204 --> 00:02:47.640 First wanna say, thank you. 00:02:48.090 --> 00:02:49.740 For joining me today, welcome or welcome back. 00:02:49.740 --> 00:02:52.680 My name is Adam Benson, the roof strategist, and everything I do here on 00:02:52.680 --> 00:02:55.830 my channel is designed to help you and your team smash your income goal and give 00:02:55.830 --> 00:02:57.840 every customer an amazing experience. 00:02:58.110 --> 00:03:00.390 And if you haven't done this yet, I do have a free before you. 00:03:00.390 --> 00:03:03.630 It's my pitch look pro roofing sales training, video library, all the videos 00:03:03.630 --> 00:03:05.550 I've ever done organized by category. 00:03:05.580 --> 00:03:09.240 And it's a perfect starter track for new sales reps, teams, owners, or 00:03:09.240 --> 00:03:10.620 managers looking for more training. 00:03:10.770 --> 00:03:14.170 When you want to binge on certain topics, this is where you want to turn. 00:03:14.490 --> 00:03:17.070 Go to the roof, strategist.com right now, or click the link 00:03:17.070 --> 00:03:17.940 in the video description. 00:03:17.940 --> 00:03:20.580 And I will send you a copy, a hundred percent free. 00:03:20.940 --> 00:03:23.040 All right, now let's get to today's video. 00:03:23.100 --> 00:03:25.590 After you get them approved, where is your estimate? 00:03:25.950 --> 00:03:29.370 Let's break down why this happens first, the communication gap, the 00:03:29.370 --> 00:03:30.990 communication gap goes as follows. 00:03:30.990 --> 00:03:33.300 And by the way, this took me a really long time to kind of crack 00:03:33.300 --> 00:03:34.920 the code to, but there's you, right? 00:03:34.920 --> 00:03:37.320 So here's you, by the way, I'm sure you're way prettier than I'm drawing 00:03:37.320 --> 00:03:39.750 you, but, uh, we'll roll with this then. 00:03:39.750 --> 00:03:40.710 There's what you're thinking. 00:03:41.340 --> 00:03:41.609 Okay. 00:03:41.910 --> 00:03:45.510 And then there's, you have to process these thoughts into words, 00:03:45.630 --> 00:03:47.010 and then there's what you say. 00:03:47.100 --> 00:03:51.959 And then here's your customer and they are going to be hearing and 00:03:51.959 --> 00:03:53.160 processing something different. 00:03:53.370 --> 00:03:55.560 Think, say here a lot of different steps. 00:03:56.070 --> 00:03:59.459 How often have you said something and someone like corrects you? 00:03:59.459 --> 00:04:00.359 And you're like, no, that's what I meant. 00:04:00.839 --> 00:04:01.619 Right point. 00:04:01.769 --> 00:04:02.399 Exactly. 00:04:02.399 --> 00:04:03.570 That is exactly what happens. 00:04:03.750 --> 00:04:06.000 You think you said it perfectly, but you mixed it up. 00:04:06.209 --> 00:04:09.390 Like on my videos, she and I were filming the other day and she goes, 00:04:09.390 --> 00:04:12.420 you've always mixed up the saying, you always say there's a pot for every 00:04:12.420 --> 00:04:14.040 lid, but no one starts with a lid. 00:04:14.040 --> 00:04:14.910 They start with a pot. 00:04:15.029 --> 00:04:16.289 There's a lid for every pot. 00:04:16.589 --> 00:04:18.269 But in my mind, it's the same thing. 00:04:18.274 --> 00:04:18.500 Right? 00:04:18.779 --> 00:04:21.599 So there's a disconnect between what I was thinking and what I was saying. 00:04:21.810 --> 00:04:23.099 And I ended up sounding silly. 00:04:23.099 --> 00:04:25.409 So if you've seen that on my other videos, I apologize, Sheena caught it. 00:04:25.830 --> 00:04:26.159 All right. 00:04:26.370 --> 00:04:29.190 So this disconnect breaks down. 00:04:29.430 --> 00:04:30.570 Expectations. 00:04:30.630 --> 00:04:30.870 Okay. 00:04:30.900 --> 00:04:34.440 So expectations are unclear and when expectations are 00:04:34.440 --> 00:04:35.820 unclear, we have problems. 00:04:35.970 --> 00:04:37.860 So what this likely means is this simple. 00:04:37.860 --> 00:04:41.430 And I hate to say it, but it's probably with rare exception, your fault. 00:04:41.820 --> 00:04:43.470 Now I know that's bold, right? 00:04:43.470 --> 00:04:43.770 I don't. 00:04:43.830 --> 00:04:45.960 I, how can I say it's your fault? 00:04:45.990 --> 00:04:47.880 It's only because I've served thousands. 00:04:48.145 --> 00:04:48.984 Of sales reps. 00:04:49.015 --> 00:04:52.734 And I've gone through this process countless times that I see each 00:04:52.734 --> 00:04:55.645 and every time where I was on the phone, trying to recover a deal. 00:04:55.794 --> 00:04:57.325 It was all due to expectations. 00:04:57.325 --> 00:04:58.705 I don't care if the paperwork's right. 00:04:58.885 --> 00:05:00.804 It is almost always due to expectations. 00:05:00.924 --> 00:05:03.565 So there's two corrective action plans here. 00:05:03.655 --> 00:05:08.034 And then I have a fallback option for the, the, the five to 10% that 00:05:08.034 --> 00:05:09.325 aren't an expectations problem. 00:05:09.474 --> 00:05:11.065 It's a slimy person problem. 00:05:11.065 --> 00:05:11.395 All right. 00:05:11.455 --> 00:05:12.085 Let's face it. 00:05:12.265 --> 00:05:12.684 It's a. 00:05:13.375 --> 00:05:16.525 Or a friend that has someone chattering in their ear, put a bug in their ear. 00:05:16.525 --> 00:05:19.705 So to speak saying, Hey, you could get this done cheaper and pocket some money. 00:05:19.705 --> 00:05:21.505 Or I got a roofer to eat my deductible. 00:05:21.565 --> 00:05:23.155 And when that stuff happens yeah. 00:05:23.155 --> 00:05:24.655 That can throw a monkey wrench. 00:05:24.655 --> 00:05:27.115 So I do want to acknowledge the fact that that can happen. 00:05:27.295 --> 00:05:30.715 And if that is happening to you, I highly recommend you watch the video. 00:05:30.745 --> 00:05:32.155 We're gonna put the card right up here. 00:05:32.365 --> 00:05:34.615 It's getting past the, give me an estimate. 00:05:34.645 --> 00:05:35.275 Objection. 00:05:35.485 --> 00:05:39.085 And I'll, I'll break down how to overcome that if it does come up, 00:05:39.295 --> 00:05:42.265 but for the sake of this video, since it's about 90% expect. 00:05:42.960 --> 00:05:43.680 Let's start there. 00:05:44.130 --> 00:05:44.550 All right. 00:05:44.850 --> 00:05:45.510 Number one. 00:05:45.900 --> 00:05:48.360 This is what the most powerful fix is. 00:05:48.360 --> 00:05:48.840 Are you ready? 00:05:49.410 --> 00:05:49.980 Role play. 00:05:51.330 --> 00:05:51.810 All right. 00:05:51.870 --> 00:05:53.040 Why do I say role play? 00:05:53.280 --> 00:05:56.430 Because owners managers out there, I know you you're tuning in as well 00:05:56.520 --> 00:06:00.240 and you and I both know, you don't know what's happening in the home. 00:06:00.245 --> 00:06:03.600 And there are so many times where you're gonna be communicating, 00:06:03.750 --> 00:06:07.440 talking to a rep where they say, oh, I'm, that's exactly what I'm saying. 00:06:07.560 --> 00:06:08.190 Tell me what you're saying. 00:06:08.220 --> 00:06:10.450 Oh, that's exactly what I'm saying, but then you do role. 00:06:11.430 --> 00:06:12.480 And you pinpoint exactly. 00:06:12.480 --> 00:06:16.890 What's not being said, it's only through live action role play that we 00:06:16.890 --> 00:06:18.540 can truly figure out what's going on. 00:06:18.690 --> 00:06:21.150 So if this does keep happen, To you. 00:06:21.300 --> 00:06:24.030 What I want you to do is get with a buddy on your team, the owner, 00:06:24.030 --> 00:06:27.960 or a manager, and do some role play going through the contingency 00:06:27.960 --> 00:06:32.250 agreement and how you set expectations for how the process will unfold. 00:06:32.280 --> 00:06:34.560 Cause I know there are people that don't use the contingency 00:06:34.560 --> 00:06:36.810 agreement by the way, I am a big fan. 00:06:37.020 --> 00:06:39.960 And if you're on the fence on using them, I highly recommend you watch my. 00:06:40.445 --> 00:06:42.695 We'll put a card up here on contingency agreement. 00:06:42.695 --> 00:06:43.265 Yes or no. 00:06:43.445 --> 00:06:45.365 And I weigh out kind of those pros and cons. 00:06:45.365 --> 00:06:47.705 So whether you use a contingency or not either way, it is 00:06:47.705 --> 00:06:49.385 about those expectations. 00:06:49.655 --> 00:06:53.825 So role play is the far and away best way to get better at this. 00:06:53.825 --> 00:06:57.245 But now this again is to highlight where that problem is. 00:06:57.515 --> 00:06:58.865 Uh, one little pro tip. 00:06:59.155 --> 00:07:03.565 If you don't have someone to role play, film yourself, grab your smartphone, pull 00:07:03.565 --> 00:07:05.665 it out, film yourself, going through it. 00:07:05.815 --> 00:07:08.845 There's something magical about watching yourself from a third party. 00:07:08.850 --> 00:07:09.505 It's a perspective. 00:07:09.505 --> 00:07:10.405 That's really weird. 00:07:10.615 --> 00:07:14.635 It's new, but you see yourself in truly a totally different light and 00:07:14.640 --> 00:07:17.065 you might even be able to pinpoint feeling like holy smokes when I 00:07:17.065 --> 00:07:18.265 was in it and talking about it. 00:07:18.265 --> 00:07:21.865 Like everything seemed to make sense, but when I watched it back, mm-hmm. 00:07:22.320 --> 00:07:24.359 Didn't , that's where I messed up. 00:07:24.510 --> 00:07:25.890 So again, film yourself. 00:07:26.250 --> 00:07:26.520 All right. 00:07:26.520 --> 00:07:31.770 Now let's break down the key action item for you to do in the home. 00:07:31.859 --> 00:07:33.000 So here's the fix. 00:07:33.060 --> 00:07:33.390 Okay. 00:07:33.690 --> 00:07:40.080 The fix before signing a contingency is to summarize your next steps. 00:07:41.820 --> 00:07:43.410 and your expectations. 00:07:43.830 --> 00:07:44.130 Okay. 00:07:44.610 --> 00:07:48.450 So always, always, always repetition is okay. 00:07:48.450 --> 00:07:50.010 People don't always hear everything. 00:07:50.250 --> 00:07:53.520 So for me, and what I teach in my closing formula is how to go through 00:07:53.520 --> 00:07:58.080 that contingency agreement to set clear expectations of what the contingency 00:07:58.080 --> 00:08:00.240 agreement means and how it applies. 00:08:00.395 --> 00:08:02.705 To the homeowner and what's gonna happen next. 00:08:02.945 --> 00:08:06.695 And if you want help, I have an entire playlist on using the contingency 00:08:06.695 --> 00:08:08.255 agreement as a closing tool. 00:08:08.284 --> 00:08:10.294 And I highly recommend you pop into there. 00:08:10.505 --> 00:08:14.044 If you're using my roofing sales success formula and, and access to 00:08:14.044 --> 00:08:17.674 my closing strategy, I guide you through it in even more detail inside, 00:08:17.885 --> 00:08:18.815 and that's what teams are using. 00:08:18.815 --> 00:08:21.305 So if you have it hop back in, if you're interested, there's a link in 00:08:21.305 --> 00:08:25.085 the video description below and you can contact our team with any questions. 00:08:25.294 --> 00:08:25.625 All right. 00:08:25.715 --> 00:08:27.515 So we have to summarize those next steps. 00:08:27.515 --> 00:08:32.939 So once we get the contingency agreement, Before we leave the home, we wanna 00:08:32.939 --> 00:08:36.090 spell out exactly what's gonna happen and it'll go something like this. 00:08:36.299 --> 00:08:36.600 Mr. 00:08:36.600 --> 00:08:38.970 Homeowner, I am so excited to serve you. 00:08:39.120 --> 00:08:41.130 So here's, what's gonna happen next first. 00:08:41.250 --> 00:08:44.100 We're gonna have you contact your insurance carrier to file the claim. 00:08:44.460 --> 00:08:44.970 Next. 00:08:44.970 --> 00:08:48.180 As soon as you find out the adjuster's name and phone number, you're 00:08:48.180 --> 00:08:51.390 gonna call me with, with their name and number and the date that he 00:08:51.390 --> 00:08:52.470 or she will be arriving at your. 00:08:53.425 --> 00:08:56.965 Then I'm gonna meet them here at your property to make sure that I can 00:08:56.965 --> 00:09:00.535 assess everything and work with them to get this approved by identifying 00:09:00.535 --> 00:09:01.855 all the damage on your behalf. 00:09:02.215 --> 00:09:04.375 Once we do that, we move on to the fun part. 00:09:04.615 --> 00:09:07.225 As we just went through in our contingency agreement, the insurance 00:09:07.225 --> 00:09:10.975 adjuster is gonna put together their loss summary or their scope of loss. 00:09:10.975 --> 00:09:13.855 Some people call it an estimate and then we'll go through that together 00:09:14.035 --> 00:09:15.655 and do everything that's listed. 00:09:16.370 --> 00:09:19.400 As the contractor, a choice to do the work and all you have to 00:09:19.400 --> 00:09:21.260 do is the fun part pick colors. 00:09:21.530 --> 00:09:26.330 So there you have it by setting the expectations summarizing what's happened. 00:09:26.900 --> 00:09:29.990 Excuse me, summarizing what you've agreed to in, in pacing. 00:09:29.990 --> 00:09:31.280 What will happen next? 00:09:31.550 --> 00:09:35.810 That homeowner it leaves no room for misinterpretation. 00:09:36.290 --> 00:09:37.460 Say it again. 00:09:37.460 --> 00:09:40.130 After you get the deal signed, even if you said it. 00:09:40.950 --> 00:09:44.310 Because we want everybody to be on the same page. 00:09:44.430 --> 00:09:49.020 And if you wanna pour a little bit of gasoline on this fire, one tactic 00:09:49.050 --> 00:09:52.140 is you can use tie down questions at the end to make sure they get it. 00:09:52.350 --> 00:09:55.140 You understand that I'll be working with your insurance company on your behalf 00:09:55.230 --> 00:09:56.670 to identify damage with the adjuster. 00:09:56.700 --> 00:09:57.060 Yes. 00:09:57.270 --> 00:10:00.000 You understand that if we get this approved, we will become the 00:10:00.000 --> 00:10:01.530 contractor choice to do the work. 00:10:01.680 --> 00:10:02.160 Yes. 00:10:02.340 --> 00:10:02.730 Excellent. 00:10:02.730 --> 00:10:05.040 And you understand that the most challenging thing you're gonna 00:10:05.040 --> 00:10:06.330 need to do is pick colors, right? 00:10:06.420 --> 00:10:07.470 If you wanna have some fun with it. 00:10:07.650 --> 00:10:09.630 So when we use those tiedowns, which. 00:10:09.965 --> 00:10:11.795 Again, pouring gas on the fire. 00:10:11.915 --> 00:10:14.405 If you, if you really have a problem with this coming up, 00:10:14.705 --> 00:10:16.205 that's the best way to fix it. 00:10:16.355 --> 00:10:16.685 All right. 00:10:16.925 --> 00:10:18.885 So now, now you. 00:10:19.770 --> 00:10:23.370 practice role, play practice going through your contingency agreement, set 00:10:23.370 --> 00:10:26.880 clear expectations, and immediately after the autograph, go through it again, and 00:10:26.880 --> 00:10:30.840 be sure if you have this problem a lot to use those tie downs to get verbal 00:10:30.840 --> 00:10:32.939 agreements to all of those expectations. 00:10:33.000 --> 00:10:37.500 So there is absolutely no question about what happens next. 00:10:37.829 --> 00:10:38.670 So that's all for now. 00:10:38.730 --> 00:10:40.170 And thank you for joining me in today's video. 00:10:40.170 --> 00:10:41.699 Just cuz our time here is about to wrap up. 00:10:41.699 --> 00:10:44.760 Doesn't mean our time needs to, so if you haven't done. 00:10:45.645 --> 00:10:46.605 Download a free copy. 00:10:46.605 --> 00:10:46.965 My pitch. 00:10:46.965 --> 00:10:48.675 Look at pro roofing sales training, video library. 00:10:49.035 --> 00:10:51.795 I have a playlist in there, by the way, on closing, I have one on 00:10:51.795 --> 00:10:55.725 the contingency agreement and an objections category and all that will 00:10:55.725 --> 00:10:57.255 pair really nicely with this video. 00:10:57.555 --> 00:11:01.574 But if you have trouble still, let's say on getting past the, give me an 00:11:01.580 --> 00:11:05.324 estimate from those few percent of slim balls, then hop right into this video 00:11:05.505 --> 00:11:07.305 and we'll show you how to do that. 00:11:07.425 --> 00:11:08.265 Hey, thanks again. 00:11:08.265 --> 00:11:09.975 And I will see you on the next one.