WEBVTT NOTE This file was generated by Descript 00:00:00.330 --> 00:00:03.810 If there's one thing that I can guarantee that you're gonna face in 00:00:03.810 --> 00:00:08.460 the roofing world, it's that you're gonna wanna scream or punch or get in 00:00:08.460 --> 00:00:10.500 a fight with someone on your own team. 00:00:10.560 --> 00:00:11.970 I'm talking beef. 00:00:12.180 --> 00:00:15.810 You're having issues built up, resentment and frustration, 00:00:15.990 --> 00:00:17.340 and it is a two-way street. 00:00:17.340 --> 00:00:20.610 So whether you're in leadership or an owner, Or you're a salesperson. 00:00:20.610 --> 00:00:24.270 This video is for you because I know how it goes. 00:00:24.270 --> 00:00:26.040 I've been in your shoes. 00:00:26.430 --> 00:00:29.580 We, through the growing pans of the roofing business, which is 00:00:29.670 --> 00:00:33.420 wildly fast paced, kind of the definition of growing pains. 00:00:33.420 --> 00:00:36.370 Like what other business can you scale by millions like that? 00:00:36.915 --> 00:00:40.815 And things break production, cash flow, salespeople roll 00:00:40.815 --> 00:00:44.065 roles and responsibilities, communication to customers. 00:00:44.145 --> 00:00:48.195 There is a weak link, and that weak link snaps and then it causes tension. 00:00:48.225 --> 00:00:52.695 And for the salesperson, it results in a lack of confidence of being 00:00:52.700 --> 00:00:56.505 able to stand there in a customer's home, making claims about your 00:00:56.505 --> 00:00:57.885 company and the work you're gonna do. 00:00:58.035 --> 00:01:01.275 If in the back of your mind you're questioning, is that crew gonna show up? 00:01:01.275 --> 00:01:02.415 Is this gonna happen again? 00:01:02.415 --> 00:01:03.025 And you're. 00:01:03.555 --> 00:01:07.275 This creates a level of tension in our own core integrity. 00:01:08.960 --> 00:01:13.380 Slowly poisons our earning potential cause we can't sell what we can't believe in. 00:01:13.770 --> 00:01:16.860 And then it leads us to this point where we almost work our 00:01:16.860 --> 00:01:19.500 way into a financial situation. 00:01:19.505 --> 00:01:21.149 So we can just have the decision made first. 00:01:21.149 --> 00:01:23.910 So we have to part ways and I don't wanna see that happen. 00:01:24.210 --> 00:01:28.169 And in the other side, I see owners and managers that have conflict and 00:01:28.169 --> 00:01:32.880 they don't appropriately work through it and unnecessarily fire someone. 00:01:33.440 --> 00:01:36.260 Or they allow it to continually fester. 00:01:36.260 --> 00:01:40.640 And then there's this nasty culture going on and there's chatter amongst everybody. 00:01:40.970 --> 00:01:44.360 And at the end of the day, it's just a gossip fest at the local bar. 00:01:44.480 --> 00:01:45.470 It's not good. 00:01:45.740 --> 00:01:49.490 So what I wanna share with you in this video is the common pitfalls I 00:01:49.490 --> 00:01:54.230 see through conflict resolution, and most importantly, a really simple 00:01:54.230 --> 00:01:56.480 framework that you can follow to lead. 00:01:56.930 --> 00:02:01.760 Team, and I say lead for the salesperson and for the owner alike, cuz it is up 00:02:01.760 --> 00:02:05.150 to us to be our own leader and approach these conversations from a really good 00:02:05.150 --> 00:02:07.010 place so we can grow through them. 00:02:07.400 --> 00:02:09.980 Uh, before we get to it, I just wanna say quick welcome or welcome back. 00:02:10.190 --> 00:02:14.120 Adam Besman here, the roof strategist and everything I do on my channel and on 00:02:14.120 --> 00:02:18.560 my, my podcast and our training center and when I'm out speaking at events is 00:02:18.560 --> 00:02:21.770 designed to help you and your team smash your income goal and give every costume. 00:02:22.215 --> 00:02:27.405 An amazing experience and I have tons in tons over 400 and some videos of 00:02:27.555 --> 00:02:28.905 sales training that you can access. 00:02:28.905 --> 00:02:31.185 By the way, inside our free training center, there's a link in the description, 00:02:31.484 --> 00:02:35.535 but I wanted to take today to take a step back from the tactical sales approach 00:02:35.595 --> 00:02:40.305 and talk about the things that come up as a salesperson inevitably, to give you 00:02:40.305 --> 00:02:42.845 that framework to work through conflict. 00:02:43.454 --> 00:02:45.734 I strongly believe in my heart of hearts that growth is on 00:02:45.734 --> 00:02:47.234 the other side of discomfort. 00:02:47.535 --> 00:02:48.885 It's usually when we reach a. 00:02:49.455 --> 00:02:51.825 And that wall or ceiling, so to speak. 00:02:51.855 --> 00:02:53.355 There's a lot of emotions there. 00:02:53.535 --> 00:02:56.355 There's a lot of frustration and there's a big part of us when we're 00:02:56.355 --> 00:02:59.685 going through this that just wants to be done and leave an escape, right? 00:02:59.685 --> 00:03:03.225 To avoid it at all costs, and that doesn't lead to growth. 00:03:03.255 --> 00:03:06.525 We have to really look at close in the eye and lean into it, and 00:03:06.530 --> 00:03:08.925 what'll happen is gonna get dramatic. 00:03:08.925 --> 00:03:09.825 I apologize in advance. 00:03:09.825 --> 00:03:11.235 What'll happen if you ignore it? 00:03:11.235 --> 00:03:14.145 Is this, you're gonna have something occur. 00:03:14.235 --> 00:03:15.315 Salespeople, I'm talking. 00:03:16.350 --> 00:03:17.370 I've been in your shoes. 00:03:17.760 --> 00:03:19.890 You're gonna have the crew that's gonna mess something up 00:03:20.340 --> 00:03:21.960 and you're gonna be pissed off. 00:03:22.200 --> 00:03:26.820 The crew dropped something and cracked a, uh, lawn ornament in the garden. 00:03:27.210 --> 00:03:30.150 And the customer's special instructions were that you guys 00:03:30.150 --> 00:03:33.090 were gonna be extra careful and the crew didn't even tarper anything. 00:03:33.690 --> 00:03:36.090 You call up your office and you are irate. 00:03:36.720 --> 00:03:37.980 I did my job. 00:03:38.100 --> 00:03:39.900 I put it on there on the special instructions. 00:03:39.900 --> 00:03:41.730 My production manager did not get it on there. 00:03:41.790 --> 00:03:44.640 Now my customer's pissed off and you see, oh, you're emotional 00:03:44.760 --> 00:03:47.520 cuz it's your customer, which ultimately means it's your fault. 00:03:47.760 --> 00:03:50.280 Even though you know it was beyond you, but you're the one 00:03:50.280 --> 00:03:51.360 that's gonna take the blame. 00:03:51.900 --> 00:03:52.980 Then what happens? 00:03:53.070 --> 00:03:56.400 A week goes by and virtually the same thing happens. 00:03:57.045 --> 00:04:01.455 Tension goes up two notches instead of one this time, and you are pissed. 00:04:01.605 --> 00:04:03.345 You follow up with that phone call again. 00:04:03.495 --> 00:04:04.155 You're irate. 00:04:04.215 --> 00:04:05.295 What the hell? 00:04:05.595 --> 00:04:07.965 Then this, we start selling again. 00:04:07.965 --> 00:04:10.905 We don't know if we can really deliver our message that we're gonna do an 00:04:10.910 --> 00:04:13.395 amazing job because this has been happening and is it gonna happen to 00:04:13.400 --> 00:04:15.765 them and are you gonna look like an idiot and it goes in your head and 00:04:15.770 --> 00:04:19.545 starts hurt, like hurting inside cuz you don't feel like you're selling from. 00:04:20.714 --> 00:04:21.675 but you do anyway. 00:04:21.855 --> 00:04:25.965 You get the deal, and then it happens a third time, and now you're home at night. 00:04:26.085 --> 00:04:29.534 Your pillow talk is with your wife talking about how frustrated and pissed 00:04:29.534 --> 00:04:31.335 off you are that this is going on. 00:04:31.485 --> 00:04:33.405 It's impacting your customers, it's falling on you. 00:04:33.405 --> 00:04:34.545 It's making you look like an idiot. 00:04:34.695 --> 00:04:36.225 You can't feel like you're selling what you do. 00:04:36.344 --> 00:04:37.034 You don't sleep. 00:04:37.040 --> 00:04:37.905 You toss and turn. 00:04:38.025 --> 00:04:39.645 You jump into that office in the morning. 00:04:39.795 --> 00:04:43.875 You charge in the office, your blood is boiling, your face is beat 00:04:43.875 --> 00:04:47.055 red, and this turns into a fricking pissing match back and forth. 00:04:47.055 --> 00:04:48.105 Who's right, who's wrong? 00:04:49.665 --> 00:04:50.745 I hate getting that upset. 00:04:52.065 --> 00:04:52.845 That's what'll happen. 00:04:53.835 --> 00:04:54.855 Now, I want to ask you this. 00:04:54.885 --> 00:04:58.545 After witnessing that just intense emotion, do you think that there's 00:04:58.545 --> 00:04:59.625 anything good that's gonna come from that? 00:05:00.405 --> 00:05:04.785 No it doesn't because emotions are way too high. 00:05:05.175 --> 00:05:06.615 That is the absolute wrong way. 00:05:06.645 --> 00:05:09.915 And what ends up happening is one party, whichever direction 00:05:09.915 --> 00:05:11.295 it's going, is on the defensive. 00:05:11.505 --> 00:05:15.255 They feel attacked and oftentimes the person who's expressing 00:05:15.255 --> 00:05:19.575 their frustration comes across as really entitled and selfish. 00:05:19.755 --> 00:05:20.535 Me, me, me. 00:05:20.535 --> 00:05:21.435 This is what I need. 00:05:21.675 --> 00:05:25.305 So these two parties butt heads and nothing good comes from it. 00:05:25.395 --> 00:05:26.715 And now knowing like. 00:05:27.235 --> 00:05:28.255 It's gonna happen. 00:05:28.345 --> 00:05:31.375 That's something that you can count on and pretty much guarantee on. 00:05:31.885 --> 00:05:34.555 We just gotta figure out, well, how are we gonna work through this together? 00:05:34.615 --> 00:05:35.485 Through it together. 00:05:35.515 --> 00:05:37.225 Now, the best way to do it is very simple. 00:05:37.345 --> 00:05:40.705 Step number one is to be proactive. 00:05:40.710 --> 00:05:46.285 The minute something comes up, when it becomes festering thought, we 00:05:46.285 --> 00:05:48.265 need to air it out being proactive. 00:05:48.265 --> 00:05:50.395 So we do not wait till it happened 15 times. 00:05:50.605 --> 00:05:50.875 We. 00:05:51.515 --> 00:05:52.594 Right away. 00:05:52.625 --> 00:05:55.835 Now, I wanna give you a framework to follow for this conversation. 00:05:56.255 --> 00:06:01.414 Step number one is to use framing, meaning to give the recipient, whether 00:06:01.414 --> 00:06:04.655 that you're the salesperson, speaking to the owner, manager, or the inverse. 00:06:04.655 --> 00:06:08.075 You're the owner manager speaking to the salesperson to provide context. 00:06:08.405 --> 00:06:09.185 Here's what I mean. 00:06:09.935 --> 00:06:14.525 This context is going to kind of set the intention for the call in remove. 00:06:15.180 --> 00:06:15.539 Excuse me. 00:06:15.539 --> 00:06:17.430 Set the intention and remove tension. 00:06:17.430 --> 00:06:18.000 I apologize. 00:06:18.120 --> 00:06:21.060 Set the intention for the call while removing tension. 00:06:21.090 --> 00:06:22.770 Here's an example, Adam. 00:06:22.859 --> 00:06:26.159 Hey, can I chat with you about something that's been going on, something 00:06:26.159 --> 00:06:30.030 that's been bothering me that I think we can work together on to find a 00:06:30.030 --> 00:06:33.570 solution so we can better fulfill our shared mission of serving even more 00:06:33.570 --> 00:06:35.400 customers and doing an even better. 00:06:36.365 --> 00:06:37.175 Okay, again, let's break it down. 00:06:37.535 --> 00:06:40.835 The framing was to approach the conversation saying, can we talk? 00:06:40.985 --> 00:06:44.585 Something's upsetting me and I would like to find a solution so 00:06:44.590 --> 00:06:49.295 we can, this is the important part, align even more united around our 00:06:49.295 --> 00:06:50.825 mission that we're sharing together. 00:06:50.885 --> 00:06:54.005 And this goes from a me conversation to a we conversation 00:06:54.155 --> 00:06:55.715 cuz it's about the greater good. 00:06:56.075 --> 00:06:57.875 That's step number one is to use. 00:06:58.860 --> 00:07:03.960 Step number two is we state the problem as objectively as possible. 00:07:04.290 --> 00:07:08.730 Salespeople and owners, I know there's so much money on the line, but we just 00:07:08.730 --> 00:07:13.440 need to check our emotions a little bit and describe the situation objectively. 00:07:13.755 --> 00:07:16.215 Example, Adam, here's what's happened. 00:07:16.545 --> 00:07:20.295 Uh, I've had three customers now in a row with special instructions 00:07:20.295 --> 00:07:24.845 that I documented on the contract to take care of gar, uh, precious 00:07:24.850 --> 00:07:26.715 lawn and ornaments and garden decor. 00:07:27.105 --> 00:07:31.575 And the crew didn't use anything that has now impacted the referrals 00:07:31.575 --> 00:07:32.835 that were gonna come my way. 00:07:33.165 --> 00:07:36.615 And in fact, one of my customers even called the person they referred 00:07:36.615 --> 00:07:38.085 and told them not to go with us. 00:07:38.085 --> 00:07:40.485 That's describing the situation objectively. 00:07:40.875 --> 00:07:43.065 I documented it, it didn't get followed through. 00:07:43.815 --> 00:07:44.085 Okay. 00:07:44.625 --> 00:07:48.385 Step number three, explain the impact thoroughly. 00:07:49.080 --> 00:07:54.090 The reason that this is a problem is not only has this cost us three mistakes that 00:07:54.090 --> 00:07:58.530 we have to pay for, that has bogged down my time to go babysit those mistakes. 00:07:58.800 --> 00:08:03.150 It has also cost us a referral, someone that called and canceled, and if we 00:08:03.150 --> 00:08:07.260 really tally all of that up just in the, in these last three, that cost 00:08:07.260 --> 00:08:11.520 me personally a sale that costs the company the three repairs at 200 bucks 00:08:11.520 --> 00:08:13.620 a piece, 600 bucks, and it costs. 00:08:14.190 --> 00:08:15.870 Uh, the company, the, the referral. 00:08:15.875 --> 00:08:20.280 So what guess we both share in that one that's objectively speaking the impact. 00:08:20.280 --> 00:08:21.719 So again, step one, use framing. 00:08:21.840 --> 00:08:24.180 Step two, define the problem objectively. 00:08:24.360 --> 00:08:27.570 Step three D, describe the impact. 00:08:27.900 --> 00:08:30.550 What is going on and how will this impact the company? 00:08:31.040 --> 00:08:36.080 Okay, now your fourth step is how we're gonna open up that conversation, and 00:08:36.080 --> 00:08:41.720 it's this simple, my best advice is to say, I think I have a solution here. 00:08:41.960 --> 00:08:46.060 And then present the solution the way you see it, and then you ask. 00:08:46.380 --> 00:08:47.189 For buy-in. 00:08:47.280 --> 00:08:52.470 And when we take this approach of using framing to set the intention of the call 00:08:52.530 --> 00:08:56.700 and unite around our shared vision, and then explain the problem objectively 00:08:56.700 --> 00:09:00.510 by checking our emotions, describe the impact of how this is going to. 00:09:01.260 --> 00:09:05.610 Hurt our business and our ability to achieve that mission and then voluntarily 00:09:05.610 --> 00:09:09.570 present a solution showing that you have given this some positive thought 00:09:09.840 --> 00:09:13.620 in outlining steps forward to then ask, what do you think about this? 00:09:13.770 --> 00:09:17.670 Now you're in a rich conversation to truly move through this problem 00:09:17.670 --> 00:09:21.510 and conflict and come out of the other side even stronger together. 00:09:21.630 --> 00:09:24.180 Heck, salespeople, I empower you because you. 00:09:24.640 --> 00:09:28.420 Find ways to help continually improve the company and gradually work your 00:09:28.420 --> 00:09:32.770 way up through the ranks in owners and managers, you get to lead by example 00:09:32.770 --> 00:09:37.569 and set the precedent of how conflicts resolved within your company to grow 00:09:37.569 --> 00:09:39.460 through tension and create those bonds. 00:09:39.460 --> 00:09:42.520 Cuz we all know when we're in the trenches, when we're in it with 00:09:42.520 --> 00:09:45.550 people, we're bonded with them and there's no greater feeling. 00:09:45.805 --> 00:09:49.345 Then going through this tension, and I had this with one gentleman on our team that 00:09:49.345 --> 00:09:51.535 I almost fired twice for professionalism. 00:09:51.595 --> 00:09:53.755 He irked me and crawled under my skin. 00:09:53.760 --> 00:09:57.265 I just, I couldn't teach him what I thought was common sense, and he later 00:09:57.265 --> 00:09:59.905 became one of our top sales per people. 00:09:59.905 --> 00:10:02.574 He was fighting ranks for numbers one and two and. 00:10:02.744 --> 00:10:07.395 And we were absolute best buds, like literally having beers together, 00:10:07.395 --> 00:10:11.324 looking back, thinking how silly all the times that I almost had to fire him. 00:10:11.655 --> 00:10:16.635 And those are rich moments, and it gives everyone deep meaning in their job to 00:10:16.964 --> 00:10:21.135 find significance in the ability to grow both personally and professionally, 00:10:21.135 --> 00:10:22.665 which to me is the most rewarding part. 00:10:23.114 --> 00:10:23.834 So there. 00:10:24.750 --> 00:10:26.069 Tension butting heads. 00:10:26.189 --> 00:10:27.240 It's gonna happen, my friends. 00:10:27.540 --> 00:10:31.260 My hope is that this simple framework is gonna give you a path to follow, to 00:10:31.260 --> 00:10:34.650 move through it, and grow together and come out on the other side even stronger. 00:10:34.829 --> 00:10:39.584 So you each, and you and everyone on your team, can smash your income goal and 00:10:39.584 --> 00:10:41.535 give every customer an amazing experience. 00:10:41.834 --> 00:10:42.765 That's all for this video. 00:10:42.915 --> 00:10:44.355 Just cause our time here is about to wrap up. 00:10:44.355 --> 00:10:46.035 Doesn't mean you're in my time, has to. 00:10:46.305 --> 00:10:48.704 So you haven't hopped in our free training center quite yet. 00:10:49.005 --> 00:10:51.495 Hop in here right now and, uh, think you're gonna love it. 00:10:51.525 --> 00:10:55.185 You'll get access to my pitch, like a pro roofing sales training video library, my 00:10:55.214 --> 00:10:58.905 roof claims crash course, my 10 closing techniques for every situation, my 00:10:58.905 --> 00:11:01.694 recommended reading list, and even getting on the wait list for my brand new book 00:11:01.844 --> 00:11:03.135 called The Roofing Sales Survival Guide. 00:11:03.135 --> 00:11:05.385 So click right here to hop in, or you can hang with me here on 00:11:05.390 --> 00:11:06.855 YouTube and hop into this video. 00:11:07.230 --> 00:11:07.890 And I'll see you in the next one.