WEBVTT NOTE This file was generated by Descript 00:00:00.270 --> 00:00:05.280 Angry customers, customer complaints, they are brutal to deal with. 00:00:05.550 --> 00:00:08.490 And the worst part is they are completely inevitable, 00:00:08.490 --> 00:00:09.810 meaning they are going to have. 00:00:10.604 --> 00:00:11.864 No matter what. 00:00:12.254 --> 00:00:15.434 And sometimes it's something really small, like a shingle as it was falling 00:00:15.434 --> 00:00:18.795 off the roof ripped to screen, and it's a few dollar fix and it's no big deal. 00:00:19.095 --> 00:00:24.015 No one's hurt or something horrible happens like you're in the middle 00:00:24.015 --> 00:00:27.345 of a deck and the wind comes through rip the tarp off and it downpours 00:00:27.345 --> 00:00:29.295 in the house for an hour and ruins. 00:00:29.915 --> 00:00:34.085 True story that I'm going to pick up here in a second and no matter how big 00:00:34.085 --> 00:00:38.795 or how small these mistakes come up and for folks like you and I, who truly care 00:00:38.795 --> 00:00:41.615 about our customers, want to give an amazing experience we're in this, not 00:00:41.615 --> 00:00:44.855 only to make a good living, but because we believe in what we do, we believe 00:00:44.855 --> 00:00:46.655 in delivering exceptional service. 00:00:47.045 --> 00:00:50.015 This stuff sometimes hits home and it's hard to cope with, especially 00:00:50.135 --> 00:00:52.175 for newer sales reps or growing teams. 00:00:52.415 --> 00:00:53.585 And they distract us. 00:00:53.615 --> 00:00:56.075 And we often, especially newer salespeople, like 00:00:56.075 --> 00:00:57.065 really freak out as a crew. 00:00:58.020 --> 00:01:02.040 So in this video, I'm going to be teaching you how to deal with it when it comes up. 00:01:02.070 --> 00:01:05.519 So you can turn those into five star reviews, true story coming very soon. 00:01:05.820 --> 00:01:08.130 And the other thing I want to teach you is how to prevent 00:01:08.130 --> 00:01:10.470 this so welcome or welcome back. 00:01:10.470 --> 00:01:11.760 We are about to get, move into first. 00:01:11.760 --> 00:01:13.500 I want to say, I'm really glad to have you here. 00:01:13.740 --> 00:01:16.710 My name is Adam Benjamin, the roof strategist, and everything I do here 00:01:16.710 --> 00:01:19.860 is designed to help you and your team smash your income goal and give 00:01:19.860 --> 00:01:21.450 every customer an amazing experience. 00:01:21.840 --> 00:01:24.330 And yeah, customer complaints come up. 00:01:24.360 --> 00:01:25.260 Things don't always go, right. 00:01:25.380 --> 00:01:29.340 But when you handle it the right way, It can create an amazing experience and 00:01:29.340 --> 00:01:31.830 funny enough, it's how we handle it. 00:01:31.830 --> 00:01:32.789 That sets us apart. 00:01:32.970 --> 00:01:35.370 Like the story I told the other day, my wife, Sheena and I 00:01:35.370 --> 00:01:36.449 were shopping for a vehicle. 00:01:36.449 --> 00:01:38.910 We had a horrible experience at this car dealership. 00:01:39.149 --> 00:01:40.770 We found the vehicle that we wanted. 00:01:40.949 --> 00:01:43.410 We went down there, we looked at it, it was a used vehicle. 00:01:43.410 --> 00:01:43.770 We looked at. 00:01:44.250 --> 00:01:48.210 It was filthy nothing like the pictures, Paul, the sales sales rep. 00:01:48.240 --> 00:01:50.340 I'm like, Paul, you completely wasted my time. 00:01:50.490 --> 00:01:52.500 We just drove an hour and a half to get here. 00:01:52.650 --> 00:01:55.620 This vehicles in horrendous condition, I'm not interested. 00:01:55.800 --> 00:01:57.630 Every other vehicle is pristine. 00:01:57.630 --> 00:02:00.210 This thing looks like a dog had a heyday in here. 00:02:00.539 --> 00:02:03.929 So we go to leave and they say, wait, wait, give us an hour, go out to lunch. 00:02:03.929 --> 00:02:05.310 We're going to get it cleaned up for you. 00:02:05.520 --> 00:02:06.479 And then you let us know. 00:02:06.479 --> 00:02:07.110 I said, okay. 00:02:07.229 --> 00:02:08.639 So we go out to lunch for an hour. 00:02:08.639 --> 00:02:09.329 We come back. 00:02:09.539 --> 00:02:10.019 I swear. 00:02:10.019 --> 00:02:10.800 It was like a slap. 00:02:11.355 --> 00:02:12.135 They didn't care. 00:02:12.285 --> 00:02:13.274 They burned our time. 00:02:13.515 --> 00:02:16.155 I said, Paul, you just, we came down already. 00:02:16.274 --> 00:02:17.415 You had to spend more time. 00:02:17.445 --> 00:02:18.765 This is an insult. 00:02:19.065 --> 00:02:22.065 And then I shared the experience in the last vehicle we bought at their competing 00:02:22.065 --> 00:02:24.614 dealership in Paul felt horrible Sheena. 00:02:24.614 --> 00:02:26.265 And I stormed around that building. 00:02:26.265 --> 00:02:27.285 We didn't even walk through the dealer. 00:02:28.260 --> 00:02:31.260 We're coming out the front door, Paul flies out the sales rep, 00:02:31.290 --> 00:02:35.609 the sales man, and he starts apologizing and he took ownership 00:02:35.820 --> 00:02:37.620 and I called him 15 minutes later. 00:02:37.620 --> 00:02:39.420 He called with a sincere apology. 00:02:39.600 --> 00:02:42.150 He was committed to making it right, and guess what? 00:02:42.150 --> 00:02:43.410 He went above and beyond. 00:02:43.590 --> 00:02:44.360 And the very next. 00:02:45.120 --> 00:02:50.250 We went from a complete 180 from not wanting to do business with them at all, 00:02:50.250 --> 00:02:53.910 wanting to write them off, wanting to write them a horrible review, to not 00:02:53.910 --> 00:02:57.960 only buying the vehicle, being very happy with the experience of how they 00:02:57.960 --> 00:02:59.609 handled it and what they did for us. 00:02:59.820 --> 00:03:02.910 And I even ended up writing them a five-star review, 00:03:03.030 --> 00:03:04.320 acknowledging what didn't go. 00:03:04.320 --> 00:03:04.650 Right. 00:03:04.800 --> 00:03:07.440 But how they were committed to making it right. 00:03:07.769 --> 00:03:09.810 And that's the power of handling. 00:03:10.395 --> 00:03:14.415 The right way by taking ownership in laying out a clear path forward, which 00:03:14.415 --> 00:03:16.155 I'll be sharing with you here today. 00:03:16.455 --> 00:03:18.285 Now, before we get any further. 00:03:18.285 --> 00:03:22.155 And before I share that story with you about that house that got poured in for 00:03:22.185 --> 00:03:26.175 over an hour, I just want to say that if you haven't yet done it, you need the 00:03:26.175 --> 00:03:30.225 click, the description and, or go over to the roof, strategist.com right now, 00:03:30.405 --> 00:03:32.415 and download a free copy of my pitch. 00:03:33.215 --> 00:03:35.165 Roofing sales training, video library. 00:03:35.165 --> 00:03:38.285 I have tons of playlists for you to binge through whether it's, if you're new and 00:03:38.285 --> 00:03:41.735 roofing sales, a whole starter list for you, whether it's canvassing, pitching the 00:03:41.735 --> 00:03:45.545 contingency agreement, retail supplements, uh, marketing stuff for owners. 00:03:45.575 --> 00:03:49.415 There's a whole bunch in there even more than what's available on YouTube and 00:03:49.415 --> 00:03:51.965 an easier way to digest all that info. 00:03:52.115 --> 00:03:55.625 So go on over to the roof, strategist.com right now and get your free copy. 00:03:55.955 --> 00:03:58.385 And if you're on YouTube, which if you're seeing. 00:03:59.505 --> 00:04:00.495 Beautiful shiny mug. 00:04:00.655 --> 00:04:02.954 You are click the video description, by the way. 00:04:02.954 --> 00:04:03.405 I'm just getting there. 00:04:03.405 --> 00:04:04.125 Click the video description. 00:04:04.125 --> 00:04:04.815 There's a link right in there. 00:04:04.815 --> 00:04:06.825 It's the top link and you'll be all set. 00:04:07.215 --> 00:04:07.454 All right. 00:04:07.454 --> 00:04:09.975 So customer complaints first we've covered the facts. 00:04:10.005 --> 00:04:10.575 They are inevitable. 00:04:10.605 --> 00:04:11.234 They're going to happen. 00:04:11.445 --> 00:04:14.325 Now we're going to cover step one, which is how to prevent them from happening. 00:04:14.535 --> 00:04:18.315 And then we're going to move into step two, which is how to overcome them. 00:04:18.675 --> 00:04:20.265 But first a story. 00:04:21.015 --> 00:04:21.675 Here's a story. 00:04:22.155 --> 00:04:22.875 I'm three hours away. 00:04:23.865 --> 00:04:26.265 One of our reps name is Joe doing this house. 00:04:27.015 --> 00:04:31.185 It was an old Victorian style home, two stories, uh, multiple 00:04:31.185 --> 00:04:34.755 layers shingles on top of shake, which required what a recheck. 00:04:34.875 --> 00:04:35.895 So we're in the middle of the decking. 00:04:35.985 --> 00:04:38.655 There's no weird weather in the news by the way. 00:04:38.865 --> 00:04:41.445 So crew is got everything torn off. 00:04:41.835 --> 00:04:43.005 No decking whatsoever. 00:04:43.799 --> 00:04:46.049 All of a sudden they see rain clouds coming in. 00:04:46.049 --> 00:04:47.369 So they tarp everything. 00:04:47.549 --> 00:04:47.940 Okay. 00:04:48.330 --> 00:04:49.530 Wind kicks up. 00:04:49.619 --> 00:04:51.119 They're like, oh no, this ain't good. 00:04:51.299 --> 00:04:52.260 So they're on ladders. 00:04:52.260 --> 00:04:55.020 Two stories up trying to get this tarp to stay down. 00:04:55.380 --> 00:04:57.659 Boom, crack lightning strikes. 00:04:58.049 --> 00:05:00.059 They can't be on ladders in a lightening storm. 00:05:00.299 --> 00:05:04.140 They scrambled down go to their truck in the skies, open up with 00:05:04.169 --> 00:05:11.219 a fury of rain for about an hour, straight to a home with no tarp on it. 00:05:11.549 --> 00:05:11.760 And. 00:05:12.900 --> 00:05:17.130 And to add insult to injury, not only was the main floor wood floor. 00:05:17.159 --> 00:05:20.700 So as the second floor, I get a phone call, my phone rings. 00:05:20.700 --> 00:05:21.870 It was the hardest phone call. 00:05:21.870 --> 00:05:23.730 I've gotten business actually second hardest. 00:05:24.150 --> 00:05:26.820 And I hear this homeowner and I'm like, Hey, I I'm hearing all 00:05:26.820 --> 00:05:27.960 this noise in the background. 00:05:28.200 --> 00:05:31.140 I'm hearing smoke detectors, Matt, Matt, Matt, Matt. 00:05:31.409 --> 00:05:33.000 And he says, Adam, I think you need to get out. 00:05:33.750 --> 00:05:35.190 And I said, yeah, what's going on? 00:05:35.460 --> 00:05:38.430 He says, well, we've got water pouring through the house. 00:05:38.460 --> 00:05:39.690 Absolutely everywhere. 00:05:39.690 --> 00:05:43.050 The roof torn off and it's down pouring rain and everything is drenched. 00:05:43.680 --> 00:05:45.690 And I am freaking out. 00:05:46.230 --> 00:05:49.470 This is how the story starts fast forward into what. 00:05:50.985 --> 00:05:56.265 I just told you, but the part that's, the real challenge was the fact that 00:05:56.265 --> 00:05:59.655 those hardwood floors on the second floor, along with the hardwood floors 00:05:59.655 --> 00:06:00.945 on the first floor were warped. 00:06:01.335 --> 00:06:04.695 Every single surface of that home was wet. 00:06:04.875 --> 00:06:10.095 We had to move these homeowners out of their house for six to eight weeks. 00:06:10.095 --> 00:06:13.815 I can't recall if it was six or eight weeks, we had to bring in dehumidifiers. 00:06:13.905 --> 00:06:15.435 We had to hire a restoration company. 00:06:15.585 --> 00:06:16.695 We had to do the dry out. 00:06:16.815 --> 00:06:17.775 We had to repaint. 00:06:17.865 --> 00:06:18.905 We had to refinish the. 00:06:19.815 --> 00:06:22.784 And guess what, there was not one legal threat. 00:06:23.115 --> 00:06:27.044 I had received a letter of recommendation from this homeowner 00:06:27.195 --> 00:06:28.935 because of how we handled the project. 00:06:29.115 --> 00:06:32.354 And they stated that they would never hesitate to hire us again 00:06:32.354 --> 00:06:35.625 in the future, or refer a friend because of our commitment to standing 00:06:35.685 --> 00:06:38.805 behind what we do, because they realized it was a freak accident. 00:06:39.195 --> 00:06:42.015 This is what you're going to learn right now. 00:06:42.435 --> 00:06:44.265 Now let's get to step number one. 00:06:45.225 --> 00:06:46.695 Preventing these complaints. 00:06:46.905 --> 00:06:51.105 This is by setting what I'm going to call realistic expectations. 00:06:51.945 --> 00:06:54.345 You know, we had a conversation about this and the pitch pro 00:06:54.355 --> 00:06:57.135 movement, and I said the class. 00:06:57.945 --> 00:06:59.985 Under promise and over deliver. 00:07:00.255 --> 00:07:03.525 And Marcos was saying, you know, I really don't like that under 00:07:03.525 --> 00:07:06.495 promise and over deliver because why should we under promise? 00:07:06.495 --> 00:07:10.575 We should just give amazing service and deliver promise at a really high level 00:07:10.575 --> 00:07:12.075 and then deliver above and beyond that. 00:07:12.075 --> 00:07:13.755 And I got to say, Marcos, I appreciate that, man. 00:07:13.965 --> 00:07:15.975 He, you challenged me and that's the beauty of the movement. 00:07:15.975 --> 00:07:17.475 We don't always have to disagree by the way. 00:07:17.475 --> 00:07:18.675 That's why there's five mentors. 00:07:19.165 --> 00:07:19.555 In there. 00:07:19.555 --> 00:07:21.625 And that's why we have a discussion board and why we 00:07:21.715 --> 00:07:23.245 encourage everyone to participate. 00:07:23.575 --> 00:07:28.435 So the core concept of under promise and over deliver is not to do this. 00:07:28.675 --> 00:07:28.975 Mr. 00:07:28.975 --> 00:07:32.425 Homeowner, I'm going to make sure everything goes off perfectly. 00:07:32.665 --> 00:07:34.165 Nothing is going to go wrong. 00:07:34.345 --> 00:07:35.665 We're going to start on time. 00:07:35.665 --> 00:07:38.425 We're going to end on time and you're going to have zero complaints. 00:07:38.665 --> 00:07:40.075 Well, let me tell you this. 00:07:40.075 --> 00:07:41.365 My friend is a lie. 00:07:41.665 --> 00:07:44.785 And even though you mean it with your greatest intent, you can't control it. 00:07:45.450 --> 00:07:47.430 You can't control the material delivery. 00:07:47.610 --> 00:07:48.570 You can't control. 00:07:48.750 --> 00:07:49.110 Excuse me. 00:07:49.110 --> 00:07:50.970 If the supplier even shows up at the right house. 00:07:50.970 --> 00:07:51.180 Yep. 00:07:51.210 --> 00:07:52.110 Have that one happen. 00:07:52.440 --> 00:07:54.050 Ended up tearing off the wrong roof once. 00:07:54.060 --> 00:07:56.640 Cause the supplier dropped the shingles in the wrong spot. 00:07:56.760 --> 00:07:58.680 Crew shows up, sees the bundle, didn't check. 00:07:58.680 --> 00:08:02.010 Anything was in a rush up on the roof, tearing it off bad things can happen 00:08:02.430 --> 00:08:04.380 and there's things beyond your control. 00:08:04.530 --> 00:08:08.370 So instead, what we want to do is under promise or promise 00:08:08.370 --> 00:08:11.640 really high, but the main thing is to deliver at an even higher. 00:08:12.140 --> 00:08:14.180 And here is what I recommend for you. 00:08:14.419 --> 00:08:16.580 And especially for every single new sales rep. 00:08:16.909 --> 00:08:21.520 I like to explain to that homeowner that something likely will go. 00:08:22.905 --> 00:08:26.955 And the reason for that is a bundle of shingles, about 80 pounds, three 00:08:26.955 --> 00:08:30.705 square to a bundle start new in the maths, about 240 a square times. 00:08:30.705 --> 00:08:34.815 However many squares the roof are, is usually multiple tons of shingles, 00:08:34.995 --> 00:08:39.135 which doesn't include the hundreds of nails or the felt or anything else. 00:08:39.315 --> 00:08:42.045 And I explained to the homeowner, Hey, Peggy, guess what? 00:08:42.165 --> 00:08:46.815 We are going to do the absolute very best we can to protect your 00:08:46.815 --> 00:08:48.165 home and to take care of you. 00:08:48.585 --> 00:08:49.635 That being said, there are. 00:08:50.150 --> 00:08:53.540 Tons of debris going up on the roof and coming off the roof. 00:08:53.750 --> 00:08:58.040 And there is a chance, despite is careful as we can be in doing thousands of roofs. 00:08:58.369 --> 00:09:00.979 We might have something that doesn't go right. 00:09:01.069 --> 00:09:02.479 And I don't want you to panic. 00:09:02.569 --> 00:09:05.989 And the reason I say that is I am committed and our company is 00:09:05.989 --> 00:09:07.550 committed to making it right. 00:09:07.760 --> 00:09:11.839 So if you see anything, you've got my card, I want you to call me right. 00:09:12.525 --> 00:09:12.944 Y. 00:09:12.975 --> 00:09:16.275 So I'm aware of it and I can put together an action plan to get it addressed. 00:09:16.515 --> 00:09:19.844 Now this doesn't happen on every job, many jobs go off without a hitch. 00:09:19.995 --> 00:09:25.305 But if it does, I just want you to know we have your back now let's pause. 00:09:25.334 --> 00:09:28.665 This was step one, setting these realistic expectations this way. 00:09:28.694 --> 00:09:29.535 You've under promise. 00:09:29.564 --> 00:09:32.625 If the job goes great, they are going to be blown away because 00:09:32.625 --> 00:09:33.975 you did better than they expect. 00:09:35.625 --> 00:09:38.415 What's the best review ever better than expected not. 00:09:38.505 --> 00:09:39.675 They told me they do this. 00:09:39.675 --> 00:09:42.285 And didn't, that's the number one thing you hear with complaints 00:09:42.285 --> 00:09:43.425 that I've filed through on my word? 00:09:43.425 --> 00:09:43.995 Yes or no. 00:09:44.145 --> 00:09:48.074 No, but this way you can, you want to set realistic expectations, 00:09:48.074 --> 00:09:50.594 tell them something can go wrong and then over deliver. 00:09:50.775 --> 00:09:54.125 And number two is if or when something occurs, do you think 00:09:54.125 --> 00:09:55.515 that homeowner is going to panic? 00:09:55.785 --> 00:09:58.275 No, there can be like Adam told me this might happen. 00:09:59.655 --> 00:10:00.525 I'm upset. 00:10:00.615 --> 00:10:01.964 I'm pissed at my flowers. 00:10:02.985 --> 00:10:05.865 I'm upset that the screen's ripped, but Adam said, he'd take care of it. 00:10:05.865 --> 00:10:06.795 We're going to give him a shot. 00:10:07.125 --> 00:10:07.465 I don't need. 00:10:08.415 --> 00:10:11.895 And now when you get that phone call, it's not hysteria and I, okay. 00:10:11.895 --> 00:10:15.375 It's people, it could be, but you're going to be in a way better position 00:10:15.675 --> 00:10:17.535 than if you said nothing at all. 00:10:17.745 --> 00:10:19.575 So biggest takeaway today. 00:10:19.605 --> 00:10:24.045 So far in this video, before we proceed is do what set realistic expectations, 00:10:24.045 --> 00:10:28.485 which leads us right into point number two, which is how to overcome this. 00:10:28.485 --> 00:10:29.565 Let's lay the foundation. 00:10:29.745 --> 00:10:32.415 And then I want to tell you a story and give you a framework, the 00:10:32.415 --> 00:10:35.595 foundation, number one, we need to listen and we need to truly listen. 00:10:35.865 --> 00:10:35.985 Okay. 00:10:36.550 --> 00:10:38.200 What do I mean by listen, pay attention. 00:10:39.340 --> 00:10:41.950 When homeowners yell at you, you need to let him get it. 00:10:43.260 --> 00:10:44.460 They just need to get it out. 00:10:44.490 --> 00:10:45.449 So just shut up. 00:10:45.510 --> 00:10:46.319 Let them get it out. 00:10:46.800 --> 00:10:47.189 Okay. 00:10:47.340 --> 00:10:48.750 Wait until they run out of breath. 00:10:48.780 --> 00:10:50.130 I don't care how long it takes. 00:10:50.490 --> 00:10:51.449 This is how you show you. 00:10:51.449 --> 00:10:52.630 Listen, you don't want to be like, no, no, no, no. 00:10:52.630 --> 00:10:53.730 Don't don't don't don't worry. 00:10:53.760 --> 00:10:54.120 Don't worry. 00:10:54.150 --> 00:10:54.449 Don't worry. 00:10:54.449 --> 00:10:55.620 We're going to take, take care of it. 00:10:55.770 --> 00:10:56.460 Don't do that. 00:10:56.610 --> 00:10:57.480 Let them yell. 00:10:57.540 --> 00:10:59.880 Let them call you all the names in the book. 00:11:00.030 --> 00:11:00.689 Believe me. 00:11:00.750 --> 00:11:03.240 They're kind of like puppy dogs that have sat in a cage too long. 00:11:04.080 --> 00:11:04.980 They just got to get it out. 00:11:04.980 --> 00:11:06.000 I think I just messed my hair up. 00:11:07.380 --> 00:11:08.189 Well, I messed my hair up. 00:11:08.189 --> 00:11:08.670 That's cool. 00:11:08.939 --> 00:11:09.210 All right. 00:11:09.390 --> 00:11:10.560 So first we need to listen. 00:11:10.590 --> 00:11:13.740 Then you need to care by the way, if you don't have a heart and you 00:11:13.740 --> 00:11:16.290 don't truly care, I just got to tell you now is a really good time 00:11:16.290 --> 00:11:17.490 for you to exit this business. 00:11:17.819 --> 00:11:18.270 Why? 00:11:18.420 --> 00:11:20.670 Because if you don't care about your customers and you're only in 00:11:20.670 --> 00:11:23.400 this for the money that will come back to bite you, you need to have 00:11:23.400 --> 00:11:24.720 a heart, at least in my opinion. 00:11:24.930 --> 00:11:26.490 And at least the people like you, who are. 00:11:27.135 --> 00:11:30.495 This is the kind of people who truly care about the customer experience. 00:11:30.734 --> 00:11:31.995 They need to feel that. 00:11:32.204 --> 00:11:36.015 And then the last thing you need to do is to commit to an action plan, all right. 00:11:36.224 --> 00:11:39.135 Commit to fixing it and how you're going to do that. 00:11:39.464 --> 00:11:39.795 Okay. 00:11:39.795 --> 00:11:40.844 So this is the foundation. 00:11:40.875 --> 00:11:45.375 Now the story I was going to tell you, when I, which I teach by the way, in my 00:11:45.375 --> 00:11:49.635 all-in-one sales training, sales strategy and sales system, which is a current. 00:11:50.250 --> 00:11:54.540 System from knock to close for both sermon retail being used by thousands of reps 00:11:54.690 --> 00:11:58.110 across the U S we're, even in Canada and Australia for both storm and retail. 00:11:58.530 --> 00:12:02.820 And this system teaches the aro objection, handling formula, which 00:12:02.820 --> 00:12:07.050 by the way, the last two private trainings I ran, the number one rating 00:12:07.050 --> 00:12:09.630 feedback was the objection handling. 00:12:09.930 --> 00:12:14.250 And the objection handling for me that I teach in there was founded and I created. 00:12:15.000 --> 00:12:19.350 By bad customer experiences, the aro acknowledged reassure overcome. 00:12:19.560 --> 00:12:23.820 And I learned if it can work to diffuse these crazy situations, it'll work 00:12:23.820 --> 00:12:25.350 really well for a simple objection. 00:12:25.560 --> 00:12:29.100 And that again is acknowledged reassure, overcome a R O and I want to show 00:12:29.100 --> 00:12:34.170 you how to apply this on a customer service level, a stands for acknowledge. 00:12:34.260 --> 00:12:34.860 So let's give. 00:12:36.300 --> 00:12:36.630 Okay. 00:12:37.020 --> 00:12:40.410 Uh, I want to use the example, the true life example of this customer. 00:12:40.420 --> 00:12:43.710 We're going to call her Peggy who's tarp ripped off rain in the 00:12:43.710 --> 00:12:45.540 house destroyed the home caused. 00:12:45.540 --> 00:12:49.079 I think it was almost $80,000, $75,000 for the damage they had to 00:12:49.079 --> 00:12:50.910 be relocated and it was a nightmare. 00:12:51.270 --> 00:12:53.819 And first thing I did was acknowledge Peggy. 00:12:54.060 --> 00:12:54.780 Oh my gosh. 00:12:55.199 --> 00:12:57.300 I do not blame you for being mad. 00:12:57.329 --> 00:12:58.980 This is a horrible situation. 00:12:58.980 --> 00:13:01.199 Your roof is not there. 00:13:01.439 --> 00:13:02.520 There's water everywhere. 00:13:02.610 --> 00:13:03.780 And if I were you, I would be. 00:13:04.935 --> 00:13:08.325 Then, by the way, we're going to reassure, I'm breaking this down in a second, 00:13:08.595 --> 00:13:14.205 reassure Peggy, no matter what it takes, we are going to make this right for you. 00:13:14.325 --> 00:13:16.875 You will be comfortable as comfortable as possible. 00:13:17.055 --> 00:13:20.115 And I hope that you're in as good or better condition when we're done. 00:13:20.445 --> 00:13:21.105 And then I over. 00:13:21.990 --> 00:13:24.000 Okay, so overcome Peggy. 00:13:24.030 --> 00:13:25.050 Here's what we're going to do. 00:13:25.110 --> 00:13:26.939 This is where I made the commitment. 00:13:27.180 --> 00:13:30.390 And then I did the most important thing, which is I followed up on it and I 00:13:30.390 --> 00:13:32.280 set those expectations for next steps. 00:13:32.699 --> 00:13:35.819 By following this aro formula, what you want to do first again? 00:13:35.819 --> 00:13:37.290 I told you I'd break it down first. 00:13:37.290 --> 00:13:39.599 We want to acknowledge simply repeat back. 00:13:39.870 --> 00:13:40.170 All right. 00:13:40.170 --> 00:13:42.660 So what I'm hearing is you're really upset because we started, 00:13:42.660 --> 00:13:43.800 like, what I'm hearing is. 00:13:45.105 --> 00:13:48.525 We have a flat tire and the dealership telling you, you need four tires. 00:13:48.525 --> 00:13:51.194 Cause it's a BMW and they don't want one and it's all wheel drive. 00:13:51.405 --> 00:13:55.425 So just acknowledge, reassure your commitment to making things right. 00:13:55.755 --> 00:13:58.335 And then we can overcome by making that commitment. 00:13:58.515 --> 00:14:02.385 Now, one other thing that I want to share with you is often ask. 00:14:02.475 --> 00:14:05.415 So when we overcome, there's a really powerful, we can ask 00:14:05.415 --> 00:14:07.125 homeowners, how can I make this? 00:14:07.125 --> 00:14:07.515 Right. 00:14:07.965 --> 00:14:10.755 Oftentimes their first. 00:14:11.685 --> 00:14:15.615 Response to you is going to be a lot less than you think, and it 00:14:15.615 --> 00:14:18.285 might even be more advantageous to you, but it doesn't matter. 00:14:18.285 --> 00:14:21.375 It's what they want and give them the opportunity to lay that path out. 00:14:21.675 --> 00:14:23.535 So how can I make this right? 00:14:23.535 --> 00:14:25.665 They're just going to say, I don't care about the money. 00:14:25.665 --> 00:14:26.295 All I want. 00:14:26.295 --> 00:14:27.045 Is this done? 00:14:27.045 --> 00:14:27.555 The comfort? 00:14:27.854 --> 00:14:28.604 I don't care about anything. 00:14:28.604 --> 00:14:29.685 I just want four new tires. 00:14:29.865 --> 00:14:30.615 I don't care about anything. 00:14:30.615 --> 00:14:34.064 I just want to a 60 bucks to go buy a new Rose Bush, whatever it is. 00:14:34.334 --> 00:14:34.875 So. 00:14:35.699 --> 00:14:37.980 Ask them how you can make it right. 00:14:38.130 --> 00:14:41.970 If you can fulfill upon that promise, say, this is what I'm going to do next. 00:14:42.240 --> 00:14:46.170 I can't make this decision, but what I'm going to do right now is call up 00:14:46.620 --> 00:14:51.660 the owner, my manager, whoever it is and ask if we can get this done and find a 00:14:51.660 --> 00:14:55.319 solution for you, what you can expect from me again, this is the follow-up. 00:14:56.475 --> 00:14:59.475 X Y and Z, once we call them here, she's going to come out or 00:14:59.475 --> 00:15:00.645 I'm going to call you right back. 00:15:00.885 --> 00:15:04.155 When we follow this framework that we use this negotiation to 00:15:04.155 --> 00:15:05.625 ask, how can I make this right? 00:15:05.625 --> 00:15:06.135 First? 00:15:06.495 --> 00:15:06.845 They. 00:15:08.040 --> 00:15:13.800 Before you, and we'll give you the answer of, if you can do this with this solve 00:15:13.800 --> 00:15:16.590 the problem, we're using sales in a way. 00:15:16.590 --> 00:15:19.320 So I want to give you an example, a different example, customer 00:15:19.320 --> 00:15:20.430 calls up another true story. 00:15:20.640 --> 00:15:24.180 The rare Bush that was in the front of the house was, was ruined. 00:15:24.240 --> 00:15:26.880 There was a tarp that, that ended up getting debris and then it squished it. 00:15:27.030 --> 00:15:28.320 And this woman was really upset by the way. 00:15:28.320 --> 00:15:28.980 I don't blame her. 00:15:29.040 --> 00:15:29.940 I love my landscaping. 00:15:29.940 --> 00:15:32.880 And if I had a really rare Bush and it was big into that stuff, I'd be pest. 00:15:33.150 --> 00:15:36.270 So when she called, I said, yeah, we're going to call her Peggy to. 00:15:37.395 --> 00:15:38.265 No, we'll call her. 00:15:38.265 --> 00:15:38.685 Carla. 00:15:38.715 --> 00:15:39.765 Carla is a good one for tonight. 00:15:40.125 --> 00:15:41.475 By the way, maybe this'll be a new thing. 00:15:41.625 --> 00:15:42.765 We're going to have carloads now. 00:15:43.185 --> 00:15:47.475 So, Carla, I'm really sorry that we squished your Bush and, 00:15:51.105 --> 00:15:52.005 ah, right. 00:15:52.065 --> 00:15:53.955 We gotta, we got to cut that part out. 00:15:53.955 --> 00:15:54.165 Now. 00:15:54.165 --> 00:15:54.735 We're going to leave it in. 00:15:54.915 --> 00:15:59.355 We're really sorry that we squished your very rare shrub. 00:15:59.445 --> 00:15:59.985 Is that better? 00:16:00.105 --> 00:16:01.755 We're very sorry that we fit. 00:16:01.755 --> 00:16:02.295 We squished. 00:16:02.475 --> 00:16:04.125 You're very rare shrub and. 00:16:05.205 --> 00:16:08.295 I want you to know I'm reassuring now that we will do whatever it 00:16:08.295 --> 00:16:10.125 takes to make this right for you. 00:16:10.155 --> 00:16:11.685 This is your property and this shouldn't be. 00:16:12.390 --> 00:16:14.970 Overcome, how can I make this right for you? 00:16:15.240 --> 00:16:17.160 And then Carla, who's Bush Weezer. 00:16:17.170 --> 00:16:22.140 Squash is going to call me up and say, all I need is I need to go 00:16:22.140 --> 00:16:26.910 to this one store where they sell these rare plants and they're 120 00:16:26.910 --> 00:16:28.350 bucks or 60 bucks, whatever it is. 00:16:28.560 --> 00:16:30.360 And I just want to get a new one and plant it. 00:16:30.420 --> 00:16:33.990 And I'm like great, $120 for a plant, whatever we can be done. 00:16:34.230 --> 00:16:35.730 Things happen cost of doing business. 00:16:35.910 --> 00:16:37.710 So I can say, Hey, Carla, if. 00:16:38.490 --> 00:16:42.750 Approve a credit or either on your account or get you a gift card. 00:16:43.200 --> 00:16:47.280 Would that put you at ease and get this problem solved for you? 00:16:47.370 --> 00:16:49.950 And then Carla is going to say, yes, it does. 00:16:50.250 --> 00:16:52.470 And then I'm going to make that commitment, Carlos. 00:16:52.500 --> 00:16:52.770 Great. 00:16:52.770 --> 00:16:53.790 Here's what I'm going to do next. 00:16:53.790 --> 00:16:55.140 And I tell her what's going to happen. 00:16:55.440 --> 00:16:59.010 And then I follow through upon that commitment and following this framework, 00:16:59.040 --> 00:17:03.000 your customers are going to feel heard, cared for and know that you 00:17:03.000 --> 00:17:04.200 have their best interest at heart. 00:17:04.500 --> 00:17:05.310 And now my friend. 00:17:06.630 --> 00:17:08.910 Are armed with a very simple strategy, two steps. 00:17:08.910 --> 00:17:10.530 Number one is setting those expectations. 00:17:10.800 --> 00:17:12.900 So when things come up, people don't panic. 00:17:12.930 --> 00:17:16.080 And then number two is a very simple framework to follow. 00:17:16.320 --> 00:17:19.290 And the key question to ask, should it come up? 00:17:19.680 --> 00:17:21.630 So now I want to ask you. 00:17:22.680 --> 00:17:26.099 What other topics do you want me to cover in an upcoming video? 00:17:26.369 --> 00:17:30.030 Drop a comment right now and ask me, I pay attention to these things 00:17:30.270 --> 00:17:31.320 and I'd love to hear from you. 00:17:31.650 --> 00:17:33.690 So thank you for joining me on today's video. 00:17:33.900 --> 00:17:37.170 If you liked this video, do give it a thumbs up that helps me out 00:17:37.170 --> 00:17:40.680 a ton, and it's a great way of helping this whole thing grow. 00:17:40.680 --> 00:17:40.950 So yes. 00:17:41.535 --> 00:17:44.865 Can serve even more people together and grow this community. 00:17:45.165 --> 00:17:46.215 Thank you again for being here. 00:17:46.245 --> 00:17:49.305 If you haven't yet done it, click right here to get a free copy of my pitch. 00:17:49.305 --> 00:17:52.935 Like a pro roofing sales training video library, and you can continue your 00:17:52.935 --> 00:17:54.915 journey with me by watching this video. 00:17:55.155 --> 00:17:56.205 I'll see you on the next one.