WEBVTT NOTE This file was generated by Descript 00:00:00.300 --> 00:00:02.520 Customers are absolutely crazy. 00:00:02.550 --> 00:00:06.300 And when they're inside their own home, they do even crazier things. 00:00:06.540 --> 00:00:10.590 And as roofing sales professionals, we experience the inner crazy of 00:00:10.590 --> 00:00:13.740 every customer who would never even reveal how crazy they are. 00:00:13.740 --> 00:00:16.650 If they had to go into public to communicate with others. 00:00:16.890 --> 00:00:18.930 But these experiences fall on our plate. 00:00:19.080 --> 00:00:22.650 They make for good stories or they make for the absolute worst or hardest 00:00:22.650 --> 00:00:25.920 dates, you know, the type, the customer that calls and the minute you see 00:00:25.920 --> 00:00:27.990 them on caller ID, your heart sinks. 00:00:27.990 --> 00:00:31.169 And you're like, Hey, Peggy. 00:00:31.169 --> 00:00:31.980 Thanks for calling. 00:00:31.980 --> 00:00:35.340 And you gotta just put the smile on and, and, and go through the act. 00:00:35.700 --> 00:00:38.100 But at the end of the day, you know, man, they're really beat me down. 00:00:38.370 --> 00:00:41.370 So in this video, which you inspired, we're gonna take a little bit of a 00:00:41.375 --> 00:00:44.280 break from our normally scheduled programming going through sales. 00:00:44.325 --> 00:00:48.585 Strategies and sales tactics, and we're gonna have some fun as we break down 00:00:48.615 --> 00:00:53.235 the five crazy things that customers do with a story and a persona that matches 00:00:53.505 --> 00:00:57.795 a customer I'm guessing you've had, but the real takeaway here, besides some 00:00:57.800 --> 00:01:02.325 entertainment as to learn how to cope with these weird scenarios, so you can 00:01:02.645 --> 00:01:04.605 maintain really incredibly high service. 00:01:05.009 --> 00:01:08.610 Create an amazing experience or transform bad experiences into great 00:01:08.610 --> 00:01:11.970 experiences because at the end of the day, we are truly in the service 00:01:11.970 --> 00:01:15.090 business and it's up to how you treat your customers, the experience they 00:01:15.090 --> 00:01:18.390 have with you, that's gonna make or break whether or not you get referrals. 00:01:18.479 --> 00:01:19.440 So let's get started. 00:01:19.440 --> 00:01:21.899 Shall we first quick, welcome or welcome back? 00:01:21.929 --> 00:01:22.740 My name is Adam. 00:01:22.740 --> 00:01:26.100 Besman the roof strategist and everything I do here on this channel 00:01:26.104 --> 00:01:29.190 and on my podcast is designed to help you and your team smash 00:01:29.190 --> 00:01:30.870 your income goal and give every. 00:01:31.595 --> 00:01:32.915 An amazing experience. 00:01:33.155 --> 00:01:35.255 There's links to the various products and programs. 00:01:35.255 --> 00:01:38.645 I have available along with some freebies in the description below. 00:01:38.945 --> 00:01:40.745 Now let's get to it. 00:01:41.225 --> 00:01:42.845 The first persona. 00:01:44.075 --> 00:01:46.715 Have you heard of one, a lawn chair, Larry? 00:01:47.535 --> 00:01:52.215 I first met Lawnchair Larry, back in about my third year of roofing sales, 00:01:52.425 --> 00:01:56.145 it was a phone call inbound lead to the office tree falls on this guy's house. 00:01:56.475 --> 00:01:57.585 It was a mobile home park. 00:01:57.585 --> 00:02:01.515 And when I pulled out, I was bummed that I drove two hours for a really tiny project 00:02:01.515 --> 00:02:02.835 that I didn't even know if we could take. 00:02:03.074 --> 00:02:04.604 And we worked our magic. 00:02:04.604 --> 00:02:07.935 We turned this tree claim into a full roof replacement, and I thought 00:02:07.935 --> 00:02:11.865 this customer was gonna love us, but Lawnchair Larry showed up on install. 00:02:12.300 --> 00:02:15.300 The owner of the house who decided that it was his responsibility to 00:02:15.300 --> 00:02:18.480 park his lawn chair out front park, his butt in it, and then become the 00:02:18.480 --> 00:02:22.680 foreman as the construction expert, managing and observing his own project. 00:02:22.830 --> 00:02:24.120 Have you had a customer like this? 00:02:24.435 --> 00:02:25.635 Yeah, well, you know what? 00:02:25.635 --> 00:02:28.725 At the end of the day lawn chair, Larry just really wants to feel important. 00:02:28.755 --> 00:02:32.685 He wants to feel special and he wants you to know that he knows what he knows. 00:02:32.805 --> 00:02:33.915 So you do a good job. 00:02:34.005 --> 00:02:37.965 And the best way to deal with lawn chair, Larry is to simply reinforce his 00:02:37.970 --> 00:02:39.915 desire to get a quality project done. 00:02:39.915 --> 00:02:42.524 And let him know that if anything comes up to give you a buzz. 00:02:43.020 --> 00:02:45.750 And you put lawn chair, Larry at ease, and believe me, it'll 00:02:45.750 --> 00:02:46.980 make your whole job easier. 00:02:47.040 --> 00:02:52.170 Even if he doesn't leave the lawn chair next, we have the, uh, one 00:02:52.170 --> 00:02:53.490 of my least favorite customers. 00:02:53.610 --> 00:02:56.820 And this is the nervous Nellie, the nervous Nellie. 00:02:56.880 --> 00:02:59.010 I first met the nervous Nellie on a project. 00:02:59.010 --> 00:03:02.310 I didn't even want when nervous Nell called in for a 00:03:02.310 --> 00:03:03.840 reinspect on the roof that got. 00:03:04.535 --> 00:03:06.755 I even told the adjuster there's nothing here. 00:03:06.875 --> 00:03:07.595 Well, guess what? 00:03:07.835 --> 00:03:10.985 The adjuster needed to get this roof approved, paid for it. 00:03:10.985 --> 00:03:14.675 And I got stuck working with nervous, Nelly nervous, Nelly called 00:03:14.680 --> 00:03:19.565 me about every one to two hours on the day of install, nervous. 00:03:19.565 --> 00:03:22.295 Nelly would ring and I'd hear the phone or I'd answer the phone and he'd say, 00:03:22.295 --> 00:03:26.225 Hey Adam, the crew is loading the roof with material as they're tearing it off 00:03:26.225 --> 00:03:27.935 don't they need it all torn off first. 00:03:28.415 --> 00:03:28.795 And I. 00:03:29.385 --> 00:03:31.275 Nervous Nelly, no need to worry. 00:03:31.455 --> 00:03:32.655 The crew knows what they're doing. 00:03:32.865 --> 00:03:35.505 We're bringing material up as we're tearing it off so we can 00:03:35.505 --> 00:03:39.075 do parts of your house in order, in case any severe weather comes. 00:03:39.105 --> 00:03:42.795 We wanna work through those sections one at a time, leave this with us. 00:03:42.885 --> 00:03:46.575 We do this every day and then nervous Nelly calls back because of the 00:03:46.965 --> 00:03:50.625 debris falling into a certain area and then nervous Nelly calls back. 00:03:50.685 --> 00:03:54.405 And every time that phone would ring, I was like, It's nervous, 00:03:54.405 --> 00:03:55.965 Nellie again, what am I gonna do? 00:03:56.145 --> 00:03:58.875 And as bill SSO told me, the gentleman I interviewed on the channel, by the way, 00:03:58.875 --> 00:04:02.175 who did 2.2 million in one neighborhood, his very first year in roofing sales 00:04:02.385 --> 00:04:05.985 using the sales system, he says to me, Adam, you gotta check up from the neck up. 00:04:05.985 --> 00:04:08.565 I know it's a saying in the cars, in the, excuse me, in the auto industry, 00:04:08.565 --> 00:04:11.775 in the sales business in general, check up from the neck up before you pick up. 00:04:11.985 --> 00:04:14.235 And I would always do that and kill him. 00:04:14.265 --> 00:04:16.515 Kill nervous, Nelly with kindness to ease it over. 00:04:17.115 --> 00:04:21.315 All right, then number three, we have delusional Dan. 00:04:22.289 --> 00:04:25.289 Have you ever worked with the delusional Dan delusional? 00:04:25.289 --> 00:04:25.770 Dan? 00:04:26.099 --> 00:04:26.429 I met. 00:04:27.330 --> 00:04:33.000 In court, after delusional, Dan told us that we damaged his gutter, but what 00:04:33.000 --> 00:04:37.620 delusional Dan didn't realize is we had a before picture of his property 00:04:37.920 --> 00:04:42.450 with a description of the gutter damage that he in fact autographed saying, 00:04:42.570 --> 00:04:44.100 yes, this is the condition of my home. 00:04:44.310 --> 00:04:46.290 But after the fact delusional, Dan. 00:04:46.635 --> 00:04:47.295 Slee ball. 00:04:47.295 --> 00:04:50.625 Attorney said those pictures are doctored. 00:04:50.835 --> 00:04:55.275 So the delusional Dan that you maybe dealt with or soon will is the 00:04:55.275 --> 00:04:58.665 person that notices something that quote unquote, wasn't there, the 00:04:58.670 --> 00:05:00.285 classic, you touched it last syndrome. 00:05:00.525 --> 00:05:04.305 You know, my roof duck didn't sway until you put those new shingles on. 00:05:04.305 --> 00:05:05.715 Well, that's not how it works. 00:05:06.045 --> 00:05:08.535 That crack wasn't there in my driveway until your cruise 00:05:08.535 --> 00:05:10.035 trailer was there was it. 00:05:10.035 --> 00:05:11.955 I don't know, delusional. 00:05:11.955 --> 00:05:15.075 Dan seems to find something because they think you touched 00:05:15.075 --> 00:05:16.185 it last and you broke it. 00:05:16.195 --> 00:05:20.094 You know the type now with these folks, I gotta tell you, there's really not an easy 00:05:20.094 --> 00:05:24.025 way to deal with this when they generally believe that you messed up their home. 00:05:24.205 --> 00:05:28.284 So my best advice for you is to document the condition of the house before 00:05:28.284 --> 00:05:32.425 the project, including photos of the driveway for any cracks or oil stains, 00:05:32.635 --> 00:05:34.195 take pictures of every elevation. 00:05:34.195 --> 00:05:37.525 So you have your file and what I call the U-Haul inspection, where you'll 00:05:37.525 --> 00:05:41.065 walk the property with the homeowner and indicate what's already damaged 00:05:41.365 --> 00:05:44.185 on the home and positioning it in a way saying, Hey, that way, if we mess. 00:05:44.590 --> 00:05:46.360 We take responsibility and get it fixed. 00:05:47.025 --> 00:05:51.825 All right on to number four, number four might be a familiar name to you. 00:05:51.825 --> 00:05:54.105 We have pissed Peggy pissed. 00:05:54.105 --> 00:05:57.105 Peggy is the one that calls not with questions, not with 00:05:57.105 --> 00:05:59.505 concerns, but just downright angry. 00:05:59.895 --> 00:06:03.465 She could also be called the negative Nancy of the G of the bunch, the 00:06:03.465 --> 00:06:06.315 person who no matter what you do has something wrong with it. 00:06:06.315 --> 00:06:10.515 So my most memorable experience with pissed Peggy was the woman 00:06:10.515 --> 00:06:12.165 who we got her very margin. 00:06:12.715 --> 00:06:15.985 Damage roof approved when she desperately needed a new, a new roof. 00:06:16.045 --> 00:06:18.535 And once we got into it realized it required red deck. 00:06:19.440 --> 00:06:23.490 We invoiced, the insurance carrier got everything covered and this lovely 00:06:23.490 --> 00:06:26.010 woman just received a brand new roof. 00:06:26.190 --> 00:06:30.240 We went to bat for her to flip this retail opportunity into an insurance deal and 00:06:30.245 --> 00:06:34.469 save her thousands and thousands and thousands of dollars until one day pissed. 00:06:34.469 --> 00:06:38.370 Peggy calls me and she says, Adam, I am looking at the insurance paperwork. 00:06:38.520 --> 00:06:41.099 And on the estimate, it says half inch CDX. 00:06:41.280 --> 00:06:48.460 But what I see in my driveway, Uh, three eights, uh, uh, OSB and I called 00:06:48.490 --> 00:06:50.110 Lowe's and the price difference. 00:06:50.110 --> 00:06:52.990 And she had the dollar for dollar difference between 00:06:53.470 --> 00:06:55.450 OSB and a half inch CDX. 00:06:55.930 --> 00:07:00.490 She calculated the difference and wanted me to write her a 00:07:00.490 --> 00:07:02.470 check because of the difference. 00:07:02.985 --> 00:07:05.925 Can you believe that now I laughed with her a little bit. 00:07:06.165 --> 00:07:06.345 Okay. 00:07:06.345 --> 00:07:06.885 That's a lie. 00:07:06.885 --> 00:07:07.515 I didn't laugh. 00:07:08.055 --> 00:07:08.985 I wanted to laugh. 00:07:09.045 --> 00:07:10.305 And in fact, they didn't wanna laugh with her. 00:07:10.305 --> 00:07:12.945 I wanted to laugh at her because what I said is, Hey, listen, I'm 00:07:12.945 --> 00:07:14.505 happy to, to cut the difference. 00:07:14.510 --> 00:07:16.185 If you'd like to, I can return this. 00:07:16.185 --> 00:07:18.945 If you'd like to go to, to home Depot and pick up, you know, 00:07:18.945 --> 00:07:23.655 the 60 sheets that we're gonna need does home Depot de deliver? 00:07:23.655 --> 00:07:23.985 No. 00:07:23.985 --> 00:07:27.435 And I had to explain the fact that our supplier carries OS. 00:07:28.485 --> 00:07:31.755 And that it's delivered to the property because the reality is home. 00:07:31.755 --> 00:07:33.135 Depot's not delivering those sheets. 00:07:33.645 --> 00:07:35.895 And that's just how it works in the roofing business. 00:07:35.925 --> 00:07:39.585 You and I both know we don't pay less when we're getting from our supplier. 00:07:40.035 --> 00:07:40.365 All right. 00:07:40.365 --> 00:07:43.545 So that's piss Peggy the person, no matter how good a job you do. 00:07:43.919 --> 00:07:45.299 They're upset about something. 00:07:45.599 --> 00:07:49.409 And, you know, with these folks, I have found the one thing to ease them. 00:07:49.650 --> 00:07:53.789 And it's not a popular opinion, but you just gotta use logic and help them 00:07:53.789 --> 00:07:58.049 to understand the situation as it is, and then take the emotional component 00:07:58.049 --> 00:08:01.260 of your connection and desire to make it right to say, Hey, you know, we 00:08:01.260 --> 00:08:02.549 really wanna make this right for you. 00:08:02.700 --> 00:08:03.450 How can we do it? 00:08:03.989 --> 00:08:04.590 All right. 00:08:04.679 --> 00:08:07.679 This leads us to number five is talkative. 00:08:07.710 --> 00:08:08.250 Terry. 00:08:11.070 --> 00:08:14.340 Talkative Terry is the customer that won't do business with you 00:08:14.340 --> 00:08:15.719 until you have a beer with him. 00:08:15.870 --> 00:08:20.310 I had a gentleman like this and when I tried to peel away from that conversation, 00:08:20.550 --> 00:08:24.030 I heard about what his cousin was doing that day, where his daughter went to 00:08:24.034 --> 00:08:26.520 school, what his hobby was in high school. 00:08:26.610 --> 00:08:29.820 I learned about the car in his garage and the bad experience he had in the 00:08:29.820 --> 00:08:32.130 return center at Walmart talkative. 00:08:32.130 --> 00:08:33.659 Terry, won't let you go. 00:08:33.870 --> 00:08:36.000 So my last tip to wrap. 00:08:36.570 --> 00:08:37.350 Talkative Terry. 00:08:37.380 --> 00:08:39.960 And what you can do to deal with these kinds of people is to 00:08:39.960 --> 00:08:43.110 simply acknowledge, to find that one moment in the conversation. 00:08:43.110 --> 00:08:45.420 And then it was at Walmart and the checkout line was wild. 00:08:45.420 --> 00:08:48.150 And then, and then when you have that moment to jump in and say, man, 00:08:48.180 --> 00:08:49.530 that sounds like a total nightmare. 00:08:49.530 --> 00:08:51.240 I'm glad you got that taken care of. 00:08:51.300 --> 00:08:52.770 Hey, I don't want to keep you all day. 00:08:52.860 --> 00:08:54.870 I have an appointment coming up and I got a scoot. 00:08:54.960 --> 00:08:58.950 And again, giving yourself that little interject, acknowledging what's 00:08:58.950 --> 00:09:00.280 been going on to give it a wrap. 00:09:00.415 --> 00:09:03.625 Mentioning something specific about what they're doing and then making 00:09:03.625 --> 00:09:05.005 it that you don't want to keep them. 00:09:05.005 --> 00:09:06.444 Hey, I'm sure I could chat with you all day. 00:09:06.444 --> 00:09:09.415 I don't wanna keep you and I've got this appointment coming up and again, 00:09:09.415 --> 00:09:12.594 you offload, instead of saying, I wanna get the heck outta this conversation. 00:09:12.599 --> 00:09:13.525 You're burning my time. 00:09:13.645 --> 00:09:14.615 We make it all about them. 00:09:15.090 --> 00:09:18.480 So there you have it, the five crazy things that customers do. 00:09:18.780 --> 00:09:21.840 Launch hair, Larry nervous, Nelly delusional, Dan piss, Peggy and 00:09:21.840 --> 00:09:24.960 talkative Terry, and how you can overcome these situations and still 00:09:24.960 --> 00:09:26.820 give an amazing customer experience. 00:09:26.910 --> 00:09:27.990 Hey, listen, this was a new video. 00:09:27.990 --> 00:09:29.160 If you liked it, give it a thumbs up. 00:09:29.160 --> 00:09:30.750 If you didn't give it a thumbs down that way. 00:09:30.755 --> 00:09:33.030 I know whether you like to see this content or not. 00:09:33.120 --> 00:09:36.360 And if I missed one of the crazy things, customers do think up a 00:09:36.360 --> 00:09:39.840 name, drop it in the comment section below, we'll all have a chuckle. 00:09:39.840 --> 00:09:40.200 I'm sure. 00:09:40.260 --> 00:09:41.400 Hey, thanks for joining me today. 00:09:41.460 --> 00:09:42.300 And if you want more video. 00:09:42.750 --> 00:09:45.870 Pop in right here to download your free copy and my pitch like a pro roofing 00:09:45.870 --> 00:09:49.020 sales training, video library, or click right here to watch this video that 00:09:49.020 --> 00:09:50.250 YouTube thinks you're really gonna love. 00:09:50.280 --> 00:09:50.579 We'll see us soon.