Welcome to the webinar! (Dont worry if you cant hear us yet well - - PDF document

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23/09/2016 1 Welcome to the webinar!

(Don’t worry if you can’t hear us yet – we’ll be muted till 8:50am)

Grab yourself a piece of paper, a pen and a coffee or tea and we’ll be getting started bang on 9:00am Tony

CJ’S Plumbing Swift Fix Plumbing Ware Electrical Pratts Plumbing Clark Plumbing Anton Gas

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Q&A WEBINAR

Friday 18th November Auckland

BOOTCAMP CASE STUDY TIPS

OCTOBER WEBINAR “The Dos and Don’ts of Hiring From Overseas”

SEP

29th

PHONE CALL THURSDAY

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The Million Dollar Tradie System For a Profitable, Well Systemised and Scalable Business

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The Problem blem

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The Opp ppor

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tunity nity

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Mark Watkins and Bevan Gully from Advanced Plumbing HB

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23/09/2016 9 3 Roles…

Skills Values Identity

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Maintenance Job Checklist

 Introduce yourself, show the client your I.D.  Check with them if your parking is O.K.  Dust covers on your shoes when entering the house  Confirm what you are there to do  Do the job  Complete Plumbing Inspection Checklist  Power ON to all appliances  Appliances have been commissioned & working correctly  Clean up the area  Complete job details on job management software  Complete invoice  Get payment  Inform office if you need to return to site or order any parts for the job  Book in a return date for next maintenance (with client and office)  Inform office if you are running late, so they can advise the next clients Notes and Details:

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35

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DROPB OPBOX X - FILESHARING… ONLINE PROCEDURES …

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The How…

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Sales and Marketing Systems ฀ Create an overall marketing plan ฀ Designing and producing promotional materials ฀ Developing general leads and prospects ฀ Creating an advertising plan ฀ Creating a public relations plan ฀ Creating a direct mail plan ฀ Developing and maintaining a database ฀ Developing and maintaining a website ฀ Analysing and tracking sales statistics

• Continuously measure number and origin of all leads
• Measure conversion rate
• Measure your average dollar sale
• Keep a record of your profit margins

Pricing / Sales System ฀ Pricing templates set up ฀ Clear margin targets ฀ Back costing ฀ Sales Process ฀ Follow up Process People and Education Systems ฀ Recruitment procedures ฀ Training employees ฀ Payroll process ฀ Induction program ฀ Team member positional descriptions ฀ Career planning ฀ Company rules of the game ฀ Company vision and mission statement ฀ Company and individual team member goals and performance indicators ฀ Conflict resolution ฀ Contingency staffing plans ฀ Redundancy systems General Accounting Systems ฀ Managing the accounting process with daily, weekly, monthly, quarterly and annual reports

• Complete and monitor monthly and yearly budgets
• Complete a monthly balance sheet
• Daily or weekly update cashflow statements

Your systems checklist… Daily office operation systems ฀ Answering the telephone ฀ Receiving and opening the mail ฀ Purchasing and maintaining office supplies and equipment ฀ Faxing and e-mailing ฀ Booking/scheduling jobs ฀ Job tracking system ฀ Job Card/Timesheet ฀ Backing up and archiving data Operations ฀ Material Ordering ฀ Material returns ฀ Checking jobs are ready ฀ Quality Assurance Checklist Invoicing and Accounts Receivable Systems ฀ Invoicing customers ฀ Receiving payments and crediting customers for payment (whether cash, cheque or credit card) ฀ Monitoring credit control and age of accounts ฀ Starting the collection process for outstanding receivables on a timely basis Stock Control Systems ฀ Van stock templates ฀ Warehouse/Workshop stock template ฀ Stock take process ฀ Order/Reorder stock process Customer Service Systems ฀ Customer Care Plan ฀ Responding to customer complaints ฀ Client Satisfaction Survey Accounts Payable Systems ฀ Purchasing procedures and approvals required ฀ Payment process for supplies and stock ฀ Petty cash

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TEMPLATES… VIDEOS…

E n q u i r y S c r i p t / S h e e t  SMILE BEFORE PICKING UP RECEIVER Job Enquiry Form Date: / / Time: ___________ Good Morning/Afternoon XYZ Plumbing, you’re speaking with …………… Just so I can help you best can I ask you a few questions…? Have you worked with us before? NO - NEW CUSTOMER YES – RECORD AS EXISTING CUSTOMER Can I get some details please? Can I Confirm your details? Name: Business?: Multiple Properties? Y / N Address: Ph: Mobile: Email: What can we help you with? (get as much details as possible.) (Refer to FAQ’s if necessary) (Check in schedule and book a suitable time for the job or onsite visit (5 days min for large jobs -> see script for large jobs) Date: Time: Who: (enter into SmartTrade/Simpro/Fergus etc) Can I ask how you heard about us? Y e l l

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C a r d _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ Quotation Date: Attn: xxxxxxx Fax: xxxx Dear James, I’ve noticed that other Plumbing companies tend to just do a 'quote' —that is they give you a price and that's all, as if price is the only thing worth considering when planning your next project. If all Plumbing projects were the same, that'd be true. In reality, there are massive differences — things that matter — like quality of materials, how much planning will be required, help with the council, organising the plans, choosing the right materials and critically how many years will the work last you. Not to mention the important differences between Plumbing companies; like whether they use qualified and experienced tradespeople to complete your project, will they deliver exactly the features they say they will, whether they offer a guarantee, how they manage the sub trades, will they help you to work out a budget and timeline that meets your needs, are they a Master Plumber, and can they give you unbiased professional advice to get the best result for you. That's why we have included a comprehensive "XYZ Welcome Pack" to give you all the information you Should consider when planning your next project. Think seriously about what you want from your Plumbing Company. Whilst "what's the price?" is definitely an important question, here are a few others worth asking.

• 1. Will your Plumber promise that every aspect of their work will represent quality workmanship and offer to fix any

problems within 48 hours at no charge?

• 2. Do they run all their projects through an 87-point quality check?
• 3. Do they inspect all their projects to ensure they are safe, legal and conform to Australian/New Zealand standards?
• 4. Will they offer a 7 point extensive guarantee?
• 5. Do they have an open site policy?
• 6. Do they provide on-going regular communication keeping you updated regularly with how your project is progressing?
• 7. Will they give you a firm start/completion time and be honest about their progress?
• 8. Can your Plumbing company offer 49 references from delighted past customers?
• 9. Does their point-man have over 32 years of experience in the Plumbing industry ensuring you get the best advice

available? Of course I wouldn't be drawing this to y

• u

r a t t e n t i

• n

i f XYZ Plumbing didn't fulfil all of the above criteria (and much more....). XYZ Plumbing also offers an unbeatable 7-point guarantee: Firstly, you receive a full Master Plumbers guarantee. Secondly, 'No hidden surprises' guarantee. Thirdly, we promise you the very best service and advice. So if you are convinced and think (like so many of our satisfied customers) that we are the right Plumbing Company for your project, or want to discuss in further detail then call me, Joe Blog today on 0800 Plumb. Sincerely Joe Blog Action Plan

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E n q u i r y S c r i p t / S h e e t

 SMILE BEFORE PICKING UP RECEIVER Job Enquiry Form Date: / / Time: ___________ Good Morning/Afternoon XYZ Plumbing, you’re speaking with …………… Just so I can help you best can I ask you a few questions…? Have you worked with us before? NO - NEW CUSTOMER YES – RECORD AS EXISTING CUSTOMER Can I get some details please? Can I Confirm your details? Name: Business?: Multiple Properties? Y / N Address: Ph: Mobile: Email: What can we help you with? (get as much details as possible.) (Refer to FAQ’s if necessary) (Check in schedule and book a suitable time for the job or onsite visit (5 days min for large jobs -> see script for large jobs) Date: Time: Who: (enter into SmartTrade/Simpro/Fergus etc) Can I ask how you heard about us? Yellow Pages (Book) Website Local PC Phone Book Ad Auck Wide Website Existing Customer Yellow Pages (Website) Manukau Papakura Phone Book White Pages Referral * Other * * Details: (If not an Account Holder) How would you like to pay? We have 2 options Open an Account____ or credit card _________________ Visa/Mastercard Card #____________________________ Name on Card __________________ I f O p e n a n A c c

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Follow Up Script – After Submitting a Quote

Never, never, never underestimate the power of follow up! The key is to be persistent but in a humorous, light hearted manner. Humour is the best way to “unlock” the client and to keep them

• n-side. Your clients will respect you for your business savvy and most competitors will not follow
• up. Here’s how to approach the follow up.
• 1. Call the decision maker the day after delivering the quote (this way you can at least be

assured they will look at your quote / tender and you are “on their mind”). Here is what you can say. “Hi is that (John). Great! It’s (your name from your business) speaking. Look (John) I was just calling to confirm that you received our quote. (Yes, No) Have you had a chance to read through it? Great! Did you have any questions about our solution? (Answer as appropriate) Great…John we’re pretty busy at the moment but we have some space early next week where we could fit your job in…would like us to book you in? If yes, book job. If no - Well if you need anything else from us please let me

• know. I’ll give you a call in a few days to see how things are going.”
• 2. Call the decision maker three days later after the first call. Here is what you can say.

“Hi is that (John). Great! (your name from your business) here. John, we’ve been waiting for you call to get started on the (house, project etc) but since we haven’t heard I thought you must have lost my number (ha ha) (seriously again) So how are you going with the quote? So what do we need to do to get this job underway for you? (Try to find out they reason for not deciding yet. Then you can offer suggestions to help.) If still undecided – I’ll give you guys a bell in a weeks’ time and see how you are getting on.

• 3. Keep calling the decision maker every 7 days until the contract is awarded. Use variations
• f the number 2 script.

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CONVERSION RATE… GROSS PROFIT MARGIN PER JOB… TIME SPENT PER QUOTE…

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Maintenance Job Checklist

 Introduce yourself, show the client your I.D.  Check with them if your parking is O.K.  Dust covers on your shoes when entering the house  Confirm what you are there to do  Do the job  Complete Plumbing Inspection Checklist  Power ON to all appliances  Appliances have been commissioned & working correctly  Clean up the area  Complete job details on job management software  Complete invoice  Get payment  Inform office if you need to return to site or order any parts for the job  Book in a return date for next maintenance (with client and office)  Inform office if you are running late, so they can advise the next clients Notes and Details: Plumbing Inspection Checklist for XYZ Plumbing Ltd Client Name: ……………………………………………………. Plumber: …………………………………………………………. Client Address: ………………………………………………… Job #: ………………………………………………………………. Phone No.: ……………………………………………………… Date: ………………………………………………………………….

• 1. Toby Location (please note so owner(s) is/are aware in case of emergency)

………………………………………………………………………………………………………………………………………………………

• 2. Water Main

Type……………………………………………………………………………………………………………………………………………… Condition (circle) Needs Repair Average Good

• 3. Hot Water System

Type……………………………………………………………… Age (approx.)……………………………………………... Condition (circle) Needs Repair Average Good Estimate Life Span (circle) Less than 6 months 6 months to 12 months 12 Months plus Is there a tempering valve? Y /N

• 4. Tap Ware

Leaks? Y / N Where? …………………………………………………………………………………………… ……………………………………………………………………………………………………………………………………………………… Stiff Loose Taps? Y / N Where? …………………………………………………………………………………………… ……………………………………………………………………………………………………………………………………………………… Mixer required? Y / N Where? ……………………………………………………………………………………………

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Contents Contact details ........................................................................................................................................ 7 Important Login Details........................................................................................................................... 8 Contact Details for Outsourcing ............................................................................................................ 10 Plumbers Coach – Default Dairy ........................................................................................................... 11 An Overview of Monthly Activities ............................................................................................... 12 Answering the Phone ............................................................................................................................ 13 Taking a message, note ..................................................................................................................... 13 Voice Messages ................................................................................................................................. 13 Process when get a call interested in Business Coaching ................................................................. 13 Mail ....................................................................................................................................................... 15 Empty Mailbox .................................................................................................................................. 15 Handling mail .................................................................................................................................... 15 Filling ............................................................................................................................................. 15 Reminders ..................................................................................................................................... 15 Sending Group Mail to Plumbers Coach Team ............................................................................. 15 Ordering Stationery............................................................................................................................... 15 Where we order office supplies from? ............................................................................................. 15 Business Cards ............................................................................................................................... 16 Presentation Folders (for Info, Welcome Packs etc.) .................................................................... 16 Coaching ................................................................................................................................................ 17 Levels of coaching programs – .......................................................................................................... 17 Steps for planning one-on-one Coaching appointments .................................................................. 18 15 Min phone calls ............................................................................................................................ 18 Weekly (Friday) Coaching Appointment Prep ................................................................................... 19 New Clients ........................................................................................................................................... 20 On boarding process ......................................................................................................................... 20 Initial Payment .............................................................................................................................. 20 Gift for Client ................................................................................................................................. 20 Appointment planning for new clients ......................................................................................... 21 Processing DISC reports ................................................................................................................ 21 Create login details for the Membership website ........................................................................ 21 NZPM ..................................................................................................................................................... 22

Admin Manual – 2016

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Plumbing Inspection Checklist for XYZ Plumbing Ltd Client Name: ……………………………………………………. Plumber: …………………………………………………………. Client Address: ………………………………………………… Job #: ………………………………………………………………. Phone No.: ……………………………………………………… Date: ………………………………………………………………….

• 1. Toby Location (please note so owner(s) is/are aware in case of emergency)

………………………………………………………………………………………………………………………………………………………

• 2. Water Main

Type……………………………………………………………………………………………………………………………………………… Condition (circle) Needs Repair Average Good

• 3. Hot Water System

Type……………………………………………………………… Age (approx.)……………………………………………... Condition (circle) Needs Repair Average Good Estimate Life Span (circle) Less than 6 months 6 months to 12 months 12 Months plus Is there a tempering valve? Y /N

• 4. Tap Ware

Leaks? Y / N Where? …………………………………………………………………………………………… ……………………………………………………………………………………………………………………………………………………… Stiff Loose Taps? Y / N Where? …………………………………………………………………………………………… ……………………………………………………………………………………………………………………………………………………… Mixer required? Y / N Where? …………………………………………………………………………………………… Quotation Date: Attn: xxxxxxx Fax: xxxx Dear James, I’ve noticed that other Plumbing companies tend to just do a 'quote' —that is they give you a price and that's all, as if price is the only thing worth considering when planning your next project. If all Plumbing projects were the same, that'd be true. In reality, there are massive differences — things that matter — like quality of materials, how much planning will be required, help with the council, organising the plans, choosing the right materials and critically how many years will the work last you. Not to mention the important differences between Plumbing companies; like whether they use qualified and experienced tradespeople to complete your project, will they deliver exactly the features they say they will, whether they offer a guarantee, how they manage the sub trades, will they help you to work out a budget and timeline that meets your needs, are they a Master Plumber, and can they give you unbiased professional advice to get the best result for you. That's why we have included a comprehensive "XYZ Welcome Pack" to give you all the information you Should consider when planning your next project. Think seriously about what you want from your Plumbing Company. Whilst "what's the price?" is definitely an important question, here are a few others worth asking. 1 . Will your Plumber promise that every asp ect of their work will represent quality workmanship and offer to fix any problems within 48 hours at no charge? 2 . Do they run all their projects through an 87-point quality check? 3 . Do they inspect all their projects to ensure they are safe, legal and conform to Australian/New Zealand standards? 4 . Will they offer a 7 point extensive guarantee? 5 . Do they have an open site policy? 6 . Do they provide on-going regular communication keeping you updated regularly with how your project is progressing? 7 . Will they give you a firm start/completion time and be honest about their progress? 8 . Can your Plumbing company offer 49 references from delighted past customers? 9 . Does their point-man have over 32 years of experience in the Plumbing industry ensuring you get the best advice available? Of course I wouldn't be drawing this to your attention if XYZ Plumbing didn't fulfil all of the above criteria (and much more....). XYZ Plumbing also offers an unbeatable 7-point guarantee: Firstly, you receive a full Master Plumbers guarantee. Secondly, 'No hidden surprises' guarantee. Thirdly, we promise you the very best service and advice. So if you are convinced and think (like so many of our satisfied customers) that we are the right Plumbing Company for your project, or want to discuss in further detail then call me, Joe Blog today on 0800 Plumb. Sincerely Joe Blog Action Plan

https://www.techsmith.com/jing.html

Download it Here

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Have over 80 Pricing Templates… Freed Up 8-10 Hours Per Week… Neil now delegating pricing…

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Plumbing Inspection Checklist for XYZ Plumbing Ltd Client Name: ……………………………………………………. Plumber: …………………………………………………………. Client Address: ………………………………………………… Job #: ………………………………………………………………. Phone No.: ……………………………………………………… Date: ………………………………………………………………….

• 1. Toby Location (please note so owner(s) is/are aware in case of emergency)

………………………………………………………………………………………………………………………………………………………

• 2. Water Main

Type……………………………………………………………………………………………………………………………………………… Condition (circle) Needs Repair Average Good

• 3. Hot Water System

Type……………………………………………………………… Age (approx.)……………………………………………... Condition (circle) Needs Repair Average Good Estimate Life Span (circle) Less than 6 months 6 months to 12 months 12 Months plus Is there a tempering valve? Y /N

• 4. Tap Ware

Leaks? Y / N Where? …………………………………………………………………………………………… ……………………………………………………………………………………………………………………………………………………… Stiff Loose Taps? Y / N Where? …………………………………………………………………………………………… ……………………………………………………………………………………………………………………………………………………… Mixer required? Y / N Where? …………………………………………………………………………………………… Quotation Date: Attn: xxxxxxx Fax: xxxx Dear James, I’ve noticed that other Plumbing companies tend to just do a 'quote' —that is they give you a price and that's all, as if price is the only thing worth considering when planning your next project. If all Plumbing projects were the same, that'd be true. In reality, there are massive differences — things that matter — like quality of materials, how much planning will be required, help with the council, organising the plans, choosing the right materials and critically how many years will the work last you. Not to mention the important differences between Plumbing companies; like whether they use qualified and experienced tradespeople to complete your project, will they deliver exactly the features they say they will, whether they offer a guarantee, how they manage the sub trades, will they help you to work out a budget and timeline that meets your needs, are they a Master Plumber, and can they give you unbiased professional advice to get the best result for you. That's why we have included a comprehensive "XYZ Welcome Pack" to give you all the information you Should consider when planning your next project. Think seriously about what you want from your Plumbing Company. Whilst "what's the price?" is definitely an important question, here are a few others worth asking. 1 . Will your Plumber promise that every asp ect of their work will represent quality workmanship and offer to fix any problems within 48 hours at no charge? 2 . Do they run all their projects through an 87-point quality check? 3 . Do they inspect all their projects to ensure they are safe, legal and conform to Australian/New Zealand standards? 4 . Will they offer a 7 point extensive guarantee? 5 . Do they have an open site policy? 6 . Do they provide on-going regular communication keeping you updated regularly with how your project is progressing? 7 . Will they give you a firm start/completion time and be honest about their progress? 8 . Can your Plumbing company offer 49 references from delighted past customers? 9 . Does their point-man have over 32 years of experience in the Plumbing industry ensuring you get the best advice available? Of course I wouldn't be drawing this to your attention if XYZ Plumbing didn't fulfil all of the above criteria (and much more....). XYZ Plumbing also offers an unbeatable 7-point guarantee: Firstly, you receive a full Master Plumbers guarantee. Secondly, 'No hidden surprises' guarantee. Thirdly, we promise you the very best service and advice. So if you are convinced and think (like so many of our satisfied customers) that we are the right Plumbing Company for your project, or want to discuss in further detail then call me, Joe Blog today on 0800 Plumb. Sincerely Joe Blog Action Plan Contents Contact details ........................................................................................................................................ 7 Important Login Details........................................................................................................................... 8 Contact Details for Outsourcing ............................................................................................................ 10 Plumbers Coach – Default Dairy ........................................................................................................... 11 An Overview of Monthly Activities ............................................................................................... 12 Answering the Phone ............................................................................................................................ 13 Taking a message, note ..................................................................................................................... 13 Voice Messages ................................................................................................................................. 13 Process when get a call interested in Business Coaching ................................................................. 13 Mail ....................................................................................................................................................... 15 Empty Mailbox .................................................................................................................................. 15 Handling mail .................................................................................................................................... 15 Filling ............................................................................................................................................. 15 Reminders ..................................................................................................................................... 15 Sending Group Mail to Plumbers Coach Team ............................................................................. 15 Ordering Stationery............................................................................................................................... 15 Where we order office supplies from? ............................................................................................. 15 Business Cards ............................................................................................................................... 16 Presentation Folders (for Info, Welcome Packs etc.) .................................................................... 16 Coaching ................................................................................................................................................ 17 Levels of coaching programs – .......................................................................................................... 17 Steps for planning one-on-one Coaching appointments .................................................................. 18 15 Min phone calls ............................................................................................................................ 18 Weekly (Friday) Coaching Appointment Prep ................................................................................... 19 New Clients ........................................................................................................................................... 20 On boarding process ......................................................................................................................... 20 Initial Payment .............................................................................................................................. 20 Gift for Client ................................................................................................................................. 20 Appointment planning for new clients ......................................................................................... 21 Processing DISC reports ................................................................................................................ 21 Create login details for the Membership website ........................................................................ 21 NZPM ..................................................................................................................................................... 22

Admin Manual – 2016

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