WEBVTT NOTE This file was generated by Descript 00:00:00.000 --> 00:00:03.660 Nothing is worse than a homeowner canceling on you after you sign the deal. 00:00:03.930 --> 00:00:07.320 And this happens for both retail and storm damage roofs, and 00:00:07.320 --> 00:00:08.940 especially with storm damage roofs. 00:00:08.940 --> 00:00:12.690 After you'd put in all this work, getting the homeowner approved, working with 00:00:12.690 --> 00:00:17.010 the adjuster, maybe even supplementing, and then they put $30,000 in their 00:00:17.010 --> 00:00:20.850 pocket and they say, Hey, we're gonna shop around, or they ghost to you. 00:00:20.850 --> 00:00:24.030 Or they say someone could do it cheaper, or they even turn back to you and say, 00:00:24.180 --> 00:00:25.920 Hey, I want, I want your estimate now. 00:00:26.235 --> 00:00:29.294 These deals go south and it is infuriating. 00:00:29.474 --> 00:00:32.754 So in today's video, which by the way was inspired by Ryan M. 00:00:32.754 --> 00:00:33.495 Ryan, thank you, man. 00:00:33.555 --> 00:00:35.894 Uh, Ryan messaged me, it's why I'm at my office right now. 00:00:35.955 --> 00:00:39.315 He messaged me saying, dude, I just had another customer cancel. 00:00:39.315 --> 00:00:40.394 I don't know what's going on. 00:00:40.545 --> 00:00:41.565 I need your help. 00:00:41.714 --> 00:00:45.105 Uh, it was after I got literally $30,000 put in their pocket. 00:00:45.345 --> 00:00:47.955 So, uh, in today's video, I wanna break down why people 00:00:47.955 --> 00:00:49.845 cancel and what you can do. 00:00:49.900 --> 00:00:53.350 To protect your jobs so they don't cancel in the future. 00:00:53.440 --> 00:00:57.370 And one thing that I just wanna be crystal clear that we are not doing 00:00:57.370 --> 00:01:01.690 is talking about those forceful techniques that people do use to keep 00:01:01.690 --> 00:01:06.610 people from, uh, canceling, like, you know, roof loading material. 00:01:06.640 --> 00:01:08.470 So they literally are like locked in. 00:01:08.780 --> 00:01:12.580 I, I, I don't agree with that technique. 00:01:12.610 --> 00:01:14.560 I'm gonna go a little deeper on the sales side. 00:01:14.940 --> 00:01:17.790 So before we do, welcome, welcome back, Adam Mesman here, the roof 00:01:17.790 --> 00:01:20.730 strategist and everything that I do is designed to help you and your 00:01:20.730 --> 00:01:24.120 team smash your income goal and give every customer an amazing experience. 00:01:24.480 --> 00:01:26.490 And if you like what I'm putting out here, uh, you're gonna love what's 00:01:26.490 --> 00:01:27.539 inside my free training center. 00:01:27.690 --> 00:01:30.000 There's a link in the description and there's no catch. 00:01:30.030 --> 00:01:31.050 So hop in there right now. 00:01:31.080 --> 00:01:31.650 Go check it out. 00:01:31.710 --> 00:01:35.190 I got training for new sales reps, season sales reps, even information 00:01:35.190 --> 00:01:37.530 for owners, leaders, uh, you name it. 00:01:37.710 --> 00:01:38.610 And so I'll wait for you inside. 00:01:39.060 --> 00:01:41.400 Alright, let's hit cancellations first. 00:01:41.550 --> 00:01:41.910 I want to. 00:01:42.345 --> 00:01:46.665 Do a, a, a bit of a dedication to my storm damage trends selling 00:01:46.755 --> 00:01:48.015 tailwind or hurricane claims. 00:01:48.315 --> 00:01:52.365 Number one question that I asked Ryan was, are you using a contingency agreement? 00:01:52.545 --> 00:01:53.655 And I know this is a can of worms. 00:01:54.345 --> 00:01:55.665 Some people are way against it. 00:01:55.905 --> 00:01:57.675 I'm gonna spoiler alert, I'm way for it. 00:01:57.915 --> 00:02:01.215 If you wanna learn more about why, go watch the video that I've linked up 00:02:01.215 --> 00:02:04.605 at the top of this, uh, with a card that says, uh, contingency agreements. 00:02:04.610 --> 00:02:05.115 Yes or no. 00:02:05.175 --> 00:02:08.295 And I break down, I weigh the pros and cons of both sides because 00:02:08.295 --> 00:02:11.535 some people are so pro contingency, you gotta use 'em, gotta use 'em. 00:02:11.535 --> 00:02:15.135 Which I'm that person by the way, and the others that say, no, I refuse to. 00:02:15.345 --> 00:02:16.185 And I address both. 00:02:16.185 --> 00:02:18.075 And you'll see at the end I'm like, you gotta do what works. 00:02:18.075 --> 00:02:21.255 But when I see lots of cancellations, if you're getting a lot of them, 00:02:21.505 --> 00:02:24.655 There's usually two symptom, excuse me, two reasons for this. 00:02:24.894 --> 00:02:28.855 Uh, reason number one is that they're not using a contingency agreement or 00:02:28.855 --> 00:02:32.154 reason number two is they're not using it appropriately, meaning they're not 00:02:32.154 --> 00:02:35.424 going through and setting the right expectations with the homeowner. 00:02:35.635 --> 00:02:39.685 You see, when we're dealing in a storm damage claim, homeowners don't realize 00:02:39.690 --> 00:02:43.404 how much time, how much energy expertise. 00:02:43.740 --> 00:02:46.890 And man hours are going into serving that customer. 00:02:47.250 --> 00:02:51.510 Whereas if it was a retail deal, we get called out, we show up, we do an estimate, 00:02:51.540 --> 00:02:53.579 they, they say, yay, we want to do it. 00:02:53.579 --> 00:02:54.030 Great. 00:02:54.300 --> 00:02:55.140 And then the job's done. 00:02:55.440 --> 00:02:58.410 But on the storm side, we show up, we give them that same presentation, 00:02:58.680 --> 00:03:01.890 we go through everything and then we have to meet with the adjuster, 00:03:01.890 --> 00:03:03.720 review the paperwork, supplement. 00:03:04.140 --> 00:03:05.970 Invoice chase receivables. 00:03:06.030 --> 00:03:09.150 There's so much more work that goes into serving the customer 00:03:09.155 --> 00:03:09.900 and getting them made whole. 00:03:09.900 --> 00:03:12.420 And I think it's fair to say that if contractors like us were not 00:03:12.420 --> 00:03:14.940 involved, there'd be a lot of folks that would've been shortchanged. 00:03:14.940 --> 00:03:15.960 It's just how it goes. 00:03:16.260 --> 00:03:21.630 So, With that contingency, what's often missing is is going through 00:03:21.630 --> 00:03:23.280 what I call the three key points. 00:03:23.280 --> 00:03:26.160 And if you want more on this, I don't want to make this video go too long, so 00:03:26.160 --> 00:03:30.179 jump into my playlist called using the contingency Agreement as a closing tool. 00:03:30.329 --> 00:03:33.060 And if you wanna just follow my system for yourself or for your team, 00:03:33.239 --> 00:03:34.709 you can check out my sales system. 00:03:34.714 --> 00:03:37.679 There's a link to the Roofing Sales Success Formula beneath this video. 00:03:37.890 --> 00:03:41.519 Or you can text the word demo, D E M O 2 3 0 3. 00:03:41.925 --> 00:03:44.355 2, 2, 2 71 33. 00:03:44.415 --> 00:03:45.585 Well tour you around. 00:03:45.645 --> 00:03:46.785 You can see and decide for yourself. 00:03:47.055 --> 00:03:51.585 So again, those three bullet points in the contingency agreement are designed 00:03:51.765 --> 00:03:56.655 to get the homeowner acknowledging that there's, they're not being billed 00:03:56.660 --> 00:03:58.005 for the time, energy, and expertise. 00:03:58.065 --> 00:04:00.075 And we say, we're not billing you for, they're like, wait a minute. 00:04:00.105 --> 00:04:01.305 There's, there's energy involved. 00:04:01.305 --> 00:04:01.635 Yeah. 00:04:02.220 --> 00:04:02.400 Okay. 00:04:02.400 --> 00:04:04.830 When they understand that their contribution is their deductible, 00:04:04.830 --> 00:04:07.530 no more, no less, we remove all their risk that they're not gonna 00:04:07.530 --> 00:04:11.850 be locked in, and that we become the contractor of choice if those, if 00:04:11.850 --> 00:04:15.270 those key points are not drilled in. 00:04:15.315 --> 00:04:15.375 Yeah. 00:04:15.975 --> 00:04:18.704 Then the homeowner leaves just thinking that they were forced to sign some piece 00:04:18.704 --> 00:04:21.644 of paper or not, or a handshake deal, and they didn't realize it was formal. 00:04:21.644 --> 00:04:23.355 They don't acknowledge how much work is involved. 00:04:23.415 --> 00:04:26.205 Okay, so again, the contingency is a big piece. 00:04:26.445 --> 00:04:33.495 Number two, fix is to set crystal clear expectations, and what do I mean by that? 00:04:33.585 --> 00:04:35.625 People need to know what happens next. 00:04:35.895 --> 00:04:36.705 I'm gonna ask you a question. 00:04:37.725 --> 00:04:38.985 When was the last time you watched a movie? 00:04:40.695 --> 00:04:42.885 Do you remember partway through the movie that you predicted? 00:04:43.005 --> 00:04:44.115 I'm gonna guess how it ended. 00:04:44.775 --> 00:04:46.125 Yeah, that's human nature. 00:04:46.425 --> 00:04:49.665 We predict how things are gonna end and. 00:04:50.025 --> 00:04:53.505 If we don't write that narrative for our homeowners, telling them how the 00:04:53.505 --> 00:04:56.745 movie's gonna end or working with us, they start writing it on their own. 00:04:56.955 --> 00:05:00.615 So if I don't end every single visit, letting them know what's 00:05:00.645 --> 00:05:04.035 going to happen next, they start writing their own narrative. 00:05:04.185 --> 00:05:07.275 And I don't want that because more often than not, they're not right, and 00:05:07.280 --> 00:05:08.845 they're doing themselves a disservice. 00:05:09.615 --> 00:05:12.885 So I'm gonna let them know what's gonna happen, both on my side, how we're 00:05:12.885 --> 00:05:16.125 gonna service that customer, as well as what could happen from competitors. 00:05:16.740 --> 00:05:21.930 Specifically, again, I, I know I'm giving a lot of nods to the storm, uh, my storm 00:05:21.930 --> 00:05:26.340 friends here because cancellations are much higher in that world than in retail. 00:05:26.520 --> 00:05:26.940 Retail. 00:05:26.940 --> 00:05:28.050 It's usually the same thing. 00:05:28.050 --> 00:05:31.560 I found someone to do it cheaper, but which is why collecting a 00:05:31.560 --> 00:05:35.040 deposit and kick-starting that project right away is so important. 00:05:35.280 --> 00:05:38.610 And the same thing on the storm side as we initiate, Hey, this is 00:05:38.610 --> 00:05:39.720 what our team's gonna be doing. 00:05:39.969 --> 00:05:44.409 They want, we're gonna be waiting for you to give us a buzz when the adjuster's, 00:05:44.530 --> 00:05:47.950 uh, coming out with the time and date, yada yada, and then lay the groundwork. 00:05:47.950 --> 00:05:51.159 And then if you're in, involved in the project after that, start 00:05:51.159 --> 00:05:53.349 saying, Hey, we're reviewing the scope, preparing the supplement. 00:05:53.349 --> 00:05:54.310 We're doing this stuff. 00:05:54.340 --> 00:05:55.390 You're gonna be expecting this. 00:05:55.390 --> 00:05:56.590 This is how the install's gonna go. 00:05:56.620 --> 00:06:00.880 You have to lay it out all of the steps and then alert them of what could happen. 00:06:01.120 --> 00:06:03.760 Say unfortunately, many unscrupulous contractors are 00:06:03.760 --> 00:06:05.590 gonna try to snake business away. 00:06:05.590 --> 00:06:08.770 They're offering things that are, that are unethical, quite frankly, illegal. 00:06:09.075 --> 00:06:11.415 If anyone shows up, just let them know you're working with someone. 00:06:11.715 --> 00:06:13.545 'cause you do not wanna get wrapped up in that stuff. 00:06:13.605 --> 00:06:13.875 Okay? 00:06:13.965 --> 00:06:16.305 So again, letting them know what's gonna happen next. 00:06:16.875 --> 00:06:22.275 Tip number three is we wanna e excite the homeowner afterwards to with a, 00:06:22.305 --> 00:06:23.565 what's called purchase validation. 00:06:23.565 --> 00:06:27.555 So yeah, you did a great job deciding to work with us as opposed to them having 00:06:27.555 --> 00:06:29.175 buyer's remorse, which is the opposite. 00:06:29.415 --> 00:06:33.435 So one thing that salespeople often forget to do is to excite their customers. 00:06:33.495 --> 00:06:35.265 Hey Peggy, congratulations. 00:06:35.265 --> 00:06:37.335 I am so excited to be working with you. 00:06:37.425 --> 00:06:41.145 And you made an excellent choice working with me and the team over at the roof 00:06:41.145 --> 00:06:44.535 strategist or your company name, we are dedicated to making things right 00:06:44.535 --> 00:06:46.065 and doing an incredible job for you. 00:06:46.305 --> 00:06:47.055 Next steps. 00:06:47.205 --> 00:06:49.905 Behind the scenes, the team is high fiving for the opportunity to serve 00:06:49.905 --> 00:06:51.945 another amazing human being like yourself. 00:06:52.185 --> 00:06:55.875 Uh, I'm gonna be working on an X, Y, and z I need you to do this for me when, when 00:06:55.875 --> 00:06:59.325 you hear from the adjuster, and we're gonna be off to the races ready to go. 00:06:59.385 --> 00:07:02.355 And again, when, when people see that you've put even more into it, you 00:07:02.355 --> 00:07:05.415 have the clear expectations, you get them excited right after, and you 00:07:05.415 --> 00:07:07.125 stay in touch with your customers. 00:07:07.605 --> 00:07:12.375 Things your, your cancellations will drastically, drastically reduce. 00:07:12.615 --> 00:07:14.625 And my fourth and final tip for you is this. 00:07:14.865 --> 00:07:20.535 You need to move things along quickly and stay in communication with your customers. 00:07:20.715 --> 00:07:22.725 So move things along and stay in communication. 00:07:22.935 --> 00:07:25.575 And I believe that you should stay in communication at least 00:07:25.575 --> 00:07:28.005 weekly, even if there is no update. 00:07:28.005 --> 00:07:30.615 Because if, if things sit, people wonder, are they on it? 00:07:30.615 --> 00:07:32.685 Did they forget what's happening next? 00:07:32.740 --> 00:07:36.520 So when you stay in touch with people, even if there's no update, 00:07:36.520 --> 00:07:37.900 hey, just want you to know I'm on it. 00:07:38.110 --> 00:07:38.950 No update yet. 00:07:38.950 --> 00:07:39.910 Still waiting on blank. 00:07:39.910 --> 00:07:41.890 Hey, just wanted you to know we ordered your material. 00:07:41.890 --> 00:07:43.240 There's a slight backlog, blah, blah, blah. 00:07:43.240 --> 00:07:44.380 Delivery is expected here. 00:07:44.560 --> 00:07:47.830 Just want you to know, uh, I'm getting, working, getting working on. 00:07:48.405 --> 00:07:49.155 Your scope of loss. 00:07:49.155 --> 00:07:51.525 So I have all my notes prepared to meet with your adjuster. 00:07:51.734 --> 00:07:54.104 Again, they see that you have skin in the game and that you've 00:07:54.104 --> 00:07:56.385 already begun working on on things. 00:07:56.565 --> 00:08:00.825 So when you do all of this together, present the contingency agreement 00:08:00.830 --> 00:08:05.115 by using it, present it the right way, set clear expectations about 00:08:05.120 --> 00:08:06.794 what's gonna happen when you. 00:08:07.305 --> 00:08:10.275 Use purchase validation and you excite the snot out of people from 00:08:10.275 --> 00:08:13.275 working with you, and then you move things along really quickly so it 00:08:13.275 --> 00:08:15.465 feels as if the project is in motion. 00:08:15.645 --> 00:08:20.235 You are gonna watch your cancellation rates plummet and hopefully go away. 00:08:20.355 --> 00:08:23.355 I know every once in a while you'll get one, but this is gonna help a ton. 00:08:23.625 --> 00:08:26.925 Now, I hope this video helps you secure more deals by delivering an 00:08:26.925 --> 00:08:30.765 amazing experience for your customers, because at the end of the day, 00:08:31.110 --> 00:08:32.730 That's, that's what it's all about. 00:08:32.970 --> 00:08:35.280 And when we can do that and get paid via thank you notes. 00:08:35.280 --> 00:08:38.159 Hey, thank you so much for the opportunity or for helping us through 00:08:38.159 --> 00:08:41.640 this project that homeowner's literally handing you a check as they say. 00:08:41.760 --> 00:08:42.270 Thank you. 00:08:42.570 --> 00:08:46.020 And that is the ultimate compliment, and my mission is to collect as 00:08:46.020 --> 00:08:47.220 many thank you notes as possible. 00:08:47.220 --> 00:08:47.490 How about you? 00:08:48.255 --> 00:08:49.334 Alright, that's all for this video. 00:08:49.334 --> 00:08:51.045 Just 'cause our time here is about to wrap up. 00:08:51.224 --> 00:08:52.814 Doesn't mean your, my time has to. 00:08:52.814 --> 00:08:55.875 So if you wanna stay on this topic and learn more, jump into the, 00:08:55.875 --> 00:08:58.454 using the contingency agreement as a, as a closing tool playlist. 00:08:58.454 --> 00:08:59.685 I'm gonna put a link to that one right here. 00:08:59.745 --> 00:09:01.454 And if you haven't yet done it, I'd love to have you 00:09:01.454 --> 00:09:02.505 inside my free training center. 00:09:02.505 --> 00:09:05.204 You can get a, get a taste for what we do here and seeing aside for 00:09:05.204 --> 00:09:07.814 yourself if maybe what I've got might be good for you or your team. 00:09:08.295 --> 00:09:09.615 And there's a link right here. 00:09:09.734 --> 00:09:12.015 And of course, if you're interested in working with me at all, uh, 00:09:12.015 --> 00:09:12.974 there's links in the description. 00:09:13.155 --> 00:09:14.354 Thanks for joining me in today's video. 00:09:14.505 --> 00:09:15.375 Can't wait to see you on the next one. 00:09:15.615 --> 00:09:15.854 See ya.