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Listen to SSS - Episode 18 - TJ by Lake Country Contractor Consulting MP3 song. SSS - Episode 18 - TJ song from Lake Country Contractor Consulting is available on Audio.com. The duration of song is 34:11. This high-quality MP3 track has 105.74 kbps bitrate and was uploaded on 11 Apr 2024. Stream and download SSS - Episode 18 - TJ by Lake Country Contractor Consulting for free on Audio.com – your ultimate destination for MP3 music.
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The podcast episode is a break from the usual sales process and business development topics. The hosts share funny and crazy stories from their experiences in the industry. One story involves a sales rep going to a house that looks like a junkyard and dealing with a strange couple. Despite the initial impression, the couple ends up buying $48,000 worth of windows. The lesson is to not judge based on appearances and to follow the sales process. Another story involves a misunderstanding with returning customers, but the presenter successfully closes the deal. However, at the last moment, the husband expresses hesitation. The takeaway is the importance of clarifying and confirming agreements. Welcome, welcome guys, Superior Sales Solutions back in action, podcast, I think we're on episode 18 today. We're very excited to have you guys here, thank you so much for listening, liking, following, following on our socials, checking us out. I know we've been on quite a journey so far, and so I know that we have talked a lot about sales process and business development and lots of educational stuff. I thought I'd give everybody a break a little bit today, especially since we talked so much about objections and overcoming things in the last few days. So sometimes it's nice just to talk about some of the crazy shit that's happened to you. I mean, we've both been in this industry for a while. You guys have all, we've all got crazy stories of things that happen, you know what I mean? Which a lot of times gave us the insight that we needed or the lesson that you needed, you know what I mean? Like we can sit here and tell you all about how to do something, but a lot of times those things you learn are from action or from things that you actually saw, right? So I just kind of thought we would share some of our funny, crazy, you know, ugly stories from the field as far as what's happened with companies and homeowners and that kind of thing. So that, you know, you can understand that we all go through the same things. Everybody does. There's no way around it. It doesn't matter what kind of contract you're in, you're all going to have the same stories and the same kind of things. But I just figured we'd share some of ours, so. And I will start with one that is absolutely crazy to me and more, this one's more geared towards sales reps. I know that I talked about this on my TikTok channel one time, but I was on a losing streak and this was when I was with RBA. And for me to go on a losing streak for like two weeks, that was like DEFCON 1. Something's very, very wrong, right? And I had gone on a ride along the day before and then I had one appointment that day. And this was in a place called Fairfax, Virginia, when I was back in DC, Virginia, I mean, essentially Northern Virginia, it's just DC. It's like an extension, right? Anyways. So I've got a six o'clock appointment in Fairfax, which is only, it's like 20 minutes from my house, so it wasn't too bad of a drive. And like, I'm on my drive, I'm getting ready and I'm like, all right, I'm going to go sell this deal today. This is going to happen. I'm going to follow my process, I'm going to do the thing. Well, inevitably, Murky's Law always kicks in, right? As soon as you're like, I'm going to go do something, something comes up and jacks you up, right? So I come around the corner and I drive down the street and all these houses are pretty nice and then I drive up to the one that I'm supposed to be at and god dang it, if it's not the ugliest, worst house on the entire street, right? It's on the corner, there are like old busted cars out front, there's like a lawn mower that hasn't run, it's like overgrown with all kinds of shit, right? The house, it just essentially looks like a junkyard. So already in my head, I'm like, seriously, this is what I'm going to get. I'm motivated, you give me this, all right, awesome. So then I go up and I'm like, all right, whatever, I'm going to do my thing. I go up, I knock on the door, opens the door and you've got Maud standing in front of me, she's got a Moo Moo on, I don't even know what a Moo Moo is, but it's like just a big piece of cloth essentially, right, she's barefoot. And then as she opens the door, I just get crushed with the smell of cat piss. Just like, oh my god, it wraps around me and I'm in my head, I'm just like, this can't be real. I'm trying to do something, this is what you're going to give me. I've got Maud and Moo Moo, freaking cat piss everywhere, right? So I don't care, I'm going to go, I'm going to do my thing. So I walk into the house and as I walk in, I look over here to the right side and there's a big coffee table and you've got freaking Jed Clampett sitting over here and he, this guy, he's got a cut off Harley t-shirt on, okay, he's got some gym shorts on, he's got his feet up chilling and he has got a mason jar, full on mason jar, this tall with a straw in it, it's full of whiskey, okay, he's just chilling on the whiskey and there's no isolation, it's just straight up neat whiskey, no this is six o'clock at night, right? This is all that I'm dealing with, okay, the house is gross, it's disgusting, whatever, I don't care. They call me, they know that we're a reputable company, obviously they need something for me, I'm going to do the thing. So I end up, I go through the whole process, oh, I'm building rapport, I'm trying not to puke at the same time, I'm building rapport, I'm doing my process, and so then I've been called out to go look at four windows, okay, they're big sliding windows. So ultimately I went and measured them, all the way through the process, it's been like probably two hours or something like that, come back down and I present the price to him and I'm just thinking he's going to be like, you're crazy, right? So I presented the price and everything and he stopped for a second and then he goes, well, how much is it going to be for all the windows? And I was like, are you freaking kidding me right now, dude, I'm going to freaking puke on your living room floor right now, you can't afford four windows and you want to know what are you doing to me here right now? Okay, here I go, I'm going to go measure some more windows. So I went up there, I measured the entire house, right? The number was $48,000, I'll never forget the number because in my head I was just burned in my head, like you're never going to spend, you can't afford $5 for one more, $48,000. So I go out there, I'm like, all right, here I go, present my price, present my price, come down, come down, $48,000. He like paused for a hot second, reaches across the whiskey, grabs his wallet off the table, picks it up and produces a black card and drops it on the table. Blink, blink, blink, you know the metal, they make a metal noise and he just kind of drops it on the table and goes, all right, good deal, let's do it. And I was like, what? I didn't say that in my head, but I was like, all right, sure. You excited? You know what I mean? No, dude, I wanted to get out there as quickly as possible. But anyway, so I signed him up, did the contract and everything and my curiosity at this point has peaked and I was like, okay, you got to tell me what's going on. You have to at least tell me why did you buy from me or what's going on here. And the dude goes, listen man, we obviously need to get this project done, it's an important project to us. And every other sales rep we had coming out here, they didn't want to spend five minutes in the house. I get it, the house is kind of dirty, it's not the best thing in the world, but it's where we live, it's where we love, it's what we want to do the best thing with. And we really appreciate that you took the time to sit and talk to us, show us the products, talk us through the process, we feel comfortable. I love you, I love our company, I'd like to do business with you. Turns out this guy was like one of the original seeding stockholders of Oracle. Oh, yeah, yeah. This guy's got F you money, he does whatever he wants to do whenever he wants to do it and what he wants to do is sit around in his Frickin' Harley t-shirt and we drink a Ways and Darls whiskey because he's got millions of dollars, I don't even know, you got to have a million dollars in net worth to get a black heart, right? Whatever, he's clearly got a million dollars in order to get that. Point is though, fix your process, follow the process. What's in front of you is not relevant. Somebody called you, they need a product, you need to show them how to buy it. That's what your job is because if I would have gone in there and just had the red negative mindset, I would have bailed, I would have missed $48,000 sale, but I didn't. First of all, it was an awesome story, I'm going to tell it at the next sales meeting and second of all, got me back on track and I won in a 300G run. You never know when it's going to change, right? Sometimes you got to suck it up and deal with it. Well, I'm going to give you a story of where my dumb ass should have closed the deal and screwed it up. Okay, alright. So, I went on a ride along with one of our new sales reps and I was told that this was a returning customer. Okay. I was told it was a returning customer and he's leading the appointment, I'm just there to watch. We get in there and he goes, oh man, he starts talking about the door. He goes, this is such a beautiful door, you got this door from us? And they're like, no. And he's like, oh, okay, well, it's such a beautiful door. He talked about the door for like another five minutes. I was like, alright, let's move on. And he was talking to them like they were returning customers, because we thought they were. And then they're just, they look so confused. So, I stop him because he's going on a rant about nothing and they look bored as hell. So, I stop him and I was like, you guys are returning customers, right? No, we've never had you guys on to our house, but I'm the CRM that said we're returning customers. And so, now we're starting from scratch. So, then I took over the appointment and I did the whole thing and it went absolutely fantastic. I get to the end, everybody's nodding, everybody's happy. And I'm like, alright, so we're all on the same page, right? And I reach my hand out to shake both their hands and they shake my hand. I was like, alright, cool, done deal. I was like, alright, Nate here's going to fill out the paperwork for you, he's going to take care of everything. And the husband goes, whoa, whoa, whoa, wait a second. I was like, I'm sorry, what? And he goes, I don't know if I'm ready to do this. I was confused, he just said we're on the same page, we shook hands. And he's like, yeah, yeah, I get it. I just need some time to talk to my wife. I was like, alright, cool. They're both there, we take a step outside, we're sitting. The guy hands us a nanny light, a beer. Oh, really? A nanny light. And it's warm. It's just warm. He goes, yeah, crack it open, drink it. I'm like, alright, whatever. So, we walk outside, we're drinking this warm nanny light. We're both talking about how we ate it because it's warm. And I'm talking smack about the homeowner. Because I'm like, well, I thought it was a good deal, blah, blah, blah. They have a Ring doorbell camera. Oh, dude! They have a Ring doorbell camera. And he looks at me and he goes, dude, they have a Ring doorbell camera. And it's like five to ten minutes of just talking smack about the homeowner. And the guy comes back out and he goes, alright, come back in. And he's like, yeah, we're not doing business with you. Yeah. I was like, why? I was like, why? He goes, you know, price is too high. He just started throwing all these crazy objections out at me after I already thought I closed the deal. And so, yeah, I ended up walking over there. I sat in there and fought for like another ten minutes. Yeah. I was like, I already got the yes. I want to make this sale. There's a ride along here. The beginning of it was wonky. This would be a great story. So, we sat in there. And I think I pushed too hard because then they were like, okay, this guy is not the sleazy salesman. Yeah. And never ended up making the sale. Sometimes you got to know when you messed up, dude. You know what I mean? You dropped the ball. I immediately recognized as soon as he pointed out the Ring doorbell camera that was flashing like they were listening. Can you tell? No. Wow, man. Yeah. And that would have been, that was probably a $28,000, $30,000 deal. That sucks. But I just, it went so good that I just assumed that, you know, I did everything. I did my, I did, it went as perfect as perfect can be. I shook their hands. I was like, all right, lock them up. And then I told Nate to do the paperwork and the guy got all apprehensive. Did you actually ask the closing question? Did you say, would you like to buy some windows? I did not. Yeah. Yeah. So, I asked them. So, we're all on the same page. And I reached my hand out and we all shook hands. So, I was like, all right, good to go. You assumed something. I know. You assumed. That's why assuming is so dangerous. Like, I know that there's this old school mentality as far as being assumptive. I totally get being assumptive as you're going along. But you can't assume. You have to confirm. Right. That they want to buy something. Because it's almost, like, offensive if you just assume and they didn't say, I want to buy something. Like, what are you talking about, dude? I didn't say I want to buy anything from you. Right. So, yeah. Brutal, man. Ring doorbell. So, watch out for the ring doorbell. Yeah, ring doorbell, guys. Or go sit in your car. Or, yeah. Go, soundproof. Right. Yeah. Earmuffs, buddy. Earmuffs. Yeah, dude. So, you know, kind of what you were talking about. But as far as, like, making a bad decision in what I've made a bad decision, I will never forget this story. This is probably one of the worst beats that I ever took in my life. There's Dolores Robertson. Never forget the name, Dolores Robertson. She was this crazy old lady that lived in Old Town, Alexandria, Virginia. Old Town is a historic area. It's got historic review boards there. It's a royal pain in the ass to deal with them. It's got approvals from all kinds of crazy shit, right? Anyways, this lady tells me she doesn't want us to do the install. She wants us to buy the product. And at first I was like, okay, whatever. Fine. I'll take the product. Then she starts talking all about how she downloaded, this is when I was working for Marvin. She had downloaded the instructions on how to measure the windows. And so, I told her, I was like, if you're buying a product only, I'm not taking responsibility for any measurements. You're either going to have an installer measure them, or you just, whatever the story is. And she's like, yeah, I'm just going to measure it myself. Already, that's a red flag to me. I was like, what are you doing? You're going to measure your own windows here. Are you? You're like 74 years old. You're going to measure your own windows. Anyways, so that was a red flag in the first place. Then she changed the thing on me, I don't even know, 12 times. She changed her decision as far as what she wanted to do and how she wanted it. Then she starts pushing on me about timeframes. And she had prolonged the process by arguably a month by screwing around and changing things around. And then finally she makes a decision and she seems to think we're going to be able to do those in three weeks. And I'm like, no. She's like, well, you can do something about it. Every red flag in the world had come up that told me, get away from this lady, don't do this thing. But I was close to a bonus level. I was $19,000 away from a bonus level, which would get me an extra 2% retroactively on everything that I'd sold. So she wants to buy 30 grand in windows, that's 19 grand, there's my bonus level. How bad can this lady actually be? Okay, cool. So I sign her up. We do all the things. Then we order the windows. She immediately starts bitching about where's the windows. She's calling like every other day talking about where's the windows. I even produced a manifest for her at one point. I'm like, do you see right here where they're in production? Do you see how they're not coming anywhere anytime soon? Okay, I don't make the windows, Dolores. The factory makes the windows. I can't make them go any faster, right? So she's griping all the time. Anyways, windows arrived. Guess what is not measured properly? The windows. The windows. Okay? So then I think Dolores is going to go on her way because I clearly had you sign off on something that acknowledges that if you don't, the signing is off, it's got nothing to do with me, right? I think Dolores is going to go on her way. This lady somehow managed to figure out or convince Marvin that the instructions that she downloaded on how to measure the windows, because they didn't talk about the installation type that they were using, that they then mismeasured by default, they mismeasured the windows. And so ultimately Marvin came back and said that it was my responsibility to go out there and measure the windows for her, which would have then absolved them from responsibility. So not only did I have to pay for an entire reorder of windows, I also lost my damn bonus level. So not only did I go in the negative as far as the bonus, I also was upside down by like seven Gs. Right? All because I didn't fire a customer because I was greedy and stupid. And what I should have done is told Dolores to pound sand and take off because I'm not dealing with any of that at all, but I got greedy. And I did something that the sales reps do all the time, right? We see the money and we're like, got to go make a bad decision based on getting a short-term win. When in reality, it ended up costing me probably three grand in the bonus level. Plus I think I paid another $6,800 as far as a reorder of all those windows go. So a 10 G hit is essentially what I took all because I was greedy. Yeah. And that's such an important lesson for a sales rep is, I mean, you did the right thing and you had her sign off on the paper, but somehow it still ended up screwing you. It shouldn't happen that way. But I've had that happen where customers are like, oh, it's too expensive. So then you take away the casing and you take away whatever it is that will make them happy for the price going down. And then you don't sign off on it saying like, hey, customer acknowledges that we're not doing casing. They'll call you back and be like, you're supposed to do my casing. Yeah. So you took $2,000 off the project, so you're not doing any casing. Are we talking about that bay window? No. Oh. Wasn't it you that got beat down for like several thousand dollars for that casing on a bay window? Uh-uh. Oh, okay. Sorry. I really, no, I did the right thing. I had her sign off on it. Yeah. But then he, you know, like I knew he would, he called and said, you're supposed to do my casing. No, we're not. You know, the company still pays for it. Yeah. And they still, yeah, I think they charge like an extra $200 per window or something just to run them in NARDS or Home Depot and grab some casing and put it on. But yeah, save your ass and make, you know, if there's something that is not normal on a contract or on an invoice or something like that, make sure they sign off on it. Yeah. 100%. You'll get paid every single time. Oh, every time. They're always going to do it. Homeowners are going to find loopholes. Yep. Every time. I have another story. I can't, why can't I remember it? Oh, greedy. So I went to this homeowner's house and we're talking about red flags here. Okay. So I'm asking her, like, she's like, oh, she's telling me remote through discovery. I'm asking her a bunch of questions and she's telling me that, you know, she had this company come out here and she tried to contract with them, but then she canceled on them because it was too expensive. And I was like, okay, what company was it? Oh, it was Home Depot. Oh. Okay. All right. Okay. So I'm like, I'm like, how much did you, did you cancel on them for? She's like, oh, $7,000 for the whole house only. Okay. Um, and I go through, I'm measuring it up and I think I'm already at like $250,000, almost $300,000 for the month. And, but you know, salespeople, especially me who wasn't in the industry for a long time, want to just make more money. Sure. So I'm going through, um, this lady is an absolute hoarder. So I really didn't want to be inside of her house. I kind of downloaded her on the porch. Okay. And everything. Cause it didn't smell, but there was nowhere to sit. Uh. Hoarders need windows too. Exactly. So we go through the whole thing. I download, she's like, oh my God, I love this. So I, I pitch it to her. She's like, oh, I can't afford that. Okay. We talked about everything. She's like, all right, let's do it. Okay. I was like, okay, cool. Here's where I get skeptical because it's $28,000 for me. Okay. And she canceled on Home Depot for $7,000. Right. And I was, I asked her right then. I was like, I was like, for whatever reason, um, do you, you feel comfortable with the product? Made, made her go through all the commitments again. And, um, after her thoughts, why did she go with us? Like what? But this just gave me a whole long story. Yeah. And, um, and maybe I made a mistake here, but when I was walking away, I was like, all right, make sure you don't cancel on me. And lo and behold, on the third day after I sold the job, she canceled. Sure. Which same thing, like getting greedy. She already canceled on three different companies. And the last one was Home Depot for $7,000. Yeah. After these, I think it was a couple, you know, four or five, three late casements. Okay. Yeah. I mean, it did. Like, I don't know. I mean, I know you're supposed to do your process and you're supposed to try to close people and that sort of thing. But like, I would, I probably would have pushed a little harder before I left and like tried to push and find out like, just straight up, like, okay, can you tell me any reason you would cancel it? Right. And I did all that. I called my manager. I was like, I was like, shoot, she's already canceled on three companies. What do you want me to do? Yeah. Call them? And he's like, he's like, all right, well, she says she's not going to cancel on you. She gives you, you know, she's. Did you actually talk to her? Like when she canceled, did you call her back and talk to her? No, she wouldn't refuse to talk to me. She did the shady thing where she like mailed it in? What she ended up doing, which was a little backwards, is she emailed me and said, I, she's like, I would like to cancel my project or change the scope of work. Okay. So I emailed her back. I was like, what would you like to change? Crickets. Okay. So she called back three months later. I had all the paperwork, everything was signed. And she's like, I canceled my project. Why am I, why am I getting like a financing? Oh, okay. Um, and I was like, I was like, well, you didn't cancel your project. You told me you wanted to cancel it or wanted to change whatever. And so I emailed you back. What'd you want to change? You never responded to me. And apparently if someone says I would like to cancel in an email, that's proof, like that's concrete evidence enough that they didn't want their project done. Wow. So we had a company, we canceled the whole thing. Yeah. We refunded her, you know, gave back, canceled the financing, did the whole thing. God. But it went on for three months. Like we didn't hear a thing for three months. Yeah. And then all of a sudden. What was it doing? Just sitting in, on order? Yeah. Not even on order. It was just sitting, um, in. Like, hold. The questions hold box? Questions hold. Ugh. God. Brutal. That sucks, man. That's awful. I mean, like at least answer the phone. Right. Because if it's in questions hold, I'm sure people had called her before. Like not you, but other people had called her too. It says nobody said anything to me about it for like two and a half months. That's weird. It says all the paperwork was there. Huh. I guess you did your job. Yeah. Okay. I emailed her back and everything. She just. I was. I was up to her. Um. They were like, all right, well, we'll just cancel it. It's not worth the trouble. Oh, gee. So then. Well, the crappy part is because I already got paid on it. They had to take that money back. Yeah. Yeah. I mean, I see. I. I. I don't know. I feel. I mean, I guess technically she had a leg to stand on because she did send you an email that said I want to cancel or change my schedule. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. 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