Know you value. Episode 2- Structure.
The reason I'm making this little series of videos
about knowing your value is that I come across lots of people who don't really (structure),
who understand "I'm a good trade" or "We're a good trade business and we do a good job"
but don't understand how to articulate or hot to prepare,
what's different or special or better about you then another trade.
You can't go and say "The others are all sh*t".
What you can say is, "This particular way is how we're good".
And I spoke last week about insurance and how insurance
can be used. Obviously it's a way that protects the customer
so it has some value in itself because it protects your customer.
If you do damage or what have you.
But also it's an example. It illustrates how you're doing it properly which is reassuring in a more general sense
for your customers. If you point out that we have full insurance,
you're doing two things. You're saying, "Look, we do insurance properly".
You can probably infer from this that "we do everything else properly as well". "We'll do a proper job on your work
and we'll manage ourselves and look after ourselves properly and conduct ourselves properly.
It's implied and your customers will take it so when you articulate the specific things you do.
The same is true with structure.
Structure is another way to demonstrate that you do things properly.
It's another way to reassure your customers
that you're the good guys. You're going to do your low risk,
that you're not going to rip them off. You're not going to scare them.
You're not going to give them a bad experience. Whatever that means, you're not going to disadvantages.
You're not going to frustrate them. You're not going to jeopardize their commercial projects.
We're not only talking about domestic customers here.
Structure is a way to reassure people
that they're in for a good ride here, not a bad one.
Just like I use structure in my sales process. I have a very clear and structured sales process.
I use a checklist and a questionnaire and take people through
a very clear and open process and I explained it to them first. And what happens is of course
they find it reassuring that they're in the process.
They know when the decision times coming. They'll make there and they're happy
to make one out of the time of the year.
By inferring what they're in for
if we go coaching together. Know that I'm going to be structured in how I think that I'm going to be structured,
in how I behave, in how I coach, and in how I teach.
I'm showing them a little bit of what they're going to get
and you should be doing the same. You should be using structure in your sales process
and you should be using structure when you deliver your service and when you get paid for your service
and how you manage your people and how you manage your jobs and all the rest of it.
So all of that is very important. You should be using structure.
If you do use structure, you set yourself apart from the people who don't do structure who are winging it a bit.
They're much higher risk and it will be perceived as much higher risk.
So if you explain to your customers how structured you are and how you're structured,
they'll be looking to see if your competitors in a project are structured too.
You're doing yourself a favor in almost every sense of the word.
It's a big topic.
I'm not going to try and explain in a short video all the ways you can be structured in your business
but what I'm going to do is tell you a little story
by way of an example. It's something that happened to me last week. I asked a guy's permission
to use this story and it's a great example of how his structure in his sales process and his payment process
made me feel. I'm going to be honest with you about how it made me feel
I called a plumber, fantastic plumber here in Byron Bay
because the toilet was running constantly I want to get it fixed.
I spoke to a receptionist. She took my call, had a little chat with me, says it's going to cost me $79
to send someone out. She's going to take payment on a phone before he would come
and if I accepted the quote that he gave me when he came into my house, it would credit against the final bill.
I accepted that as reasonable.
He came out, he looked to the toilet, he quote me to fix it, he fixed it, he pulled his credit card machine out,
he raised me an invoice,
that was exactly what he told me he's going to
charge me when he quote me, when he emailed with a quote as well.
and then emailed me an invoice which I paid before he left.
All very nicely structured.
All what I've been led to expect on the phone and when he arrived, reaffirmed when he arrived
And of course what I felt was reassured, confident I was in good hands and confident
that he knew what he was doing because it was very apparent. I felt very confident and very in the right place.
I feel I was with the right people. I've already paid and all that.
So it was a happy and reassuring experience for me and I want to say that to you.
Structure is going to make your customers happy
and reassured. It was quick. It was easy. It was certain. It was a good process for him.
He did two visits but he got paid him straightaway and got paid to come out for the first visit.
It was a very satisfactory process all around. One visit to quote and do the job, payment on the spot.
That's the kind of process that's good for him
but it was also good for me and I didn't feel the resistance to it toward.
I felt confident and certain and the more you can do using your structure to take any uncertainties
away from your customers, the better they're going to feel and the more likely they're going to be
to spend their money with you. So I implore you,
put structure into your business. Put it into your sales process
and obviously that was a common that this guy's sales process, Connor is called.
This is a sales and payment structure
but structure goes right through your business doesn't it?
Do you want help from me because of course that's my business. My business, my service
is helping you put structure and systems into your business.
I'll do two things. I'll show you the systems and the structures
that I'm going to help you put into your business
and then I help you actually put them in place in real life, in your business, in the real world out there.
So if you want me to show you those structures,
I'll do that in my structured strategy session which is part of my sales process.
And the first step in that is a 10-minute call, you book one using the link below.
If you're not ready for that, do something else. Come to one of my workshops where I'll explain that structure,
or keep watching the videos, or maybe subscribe to watch these videos, or join our Facebook page.
See you later.