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Virtual Phones for Roofing Contractors

raisetherank's podcast

Release Date: 03/03/2021

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Intro: Welcome to raise the rank digital marketing podcast, just for roofers. Get marketing tips and strategies from Chuck Magee, digital marketer and roofing company owner. Let's start leveling up your roofing company with entrepreneurs that practice what they preach and live what they teach.

Chuck: Okay, Brandon, how are you today? Doing good, sir. How's it going? Doing good, man. I mean, we're, we're past the ice storm and getting into some new stuff, so good to see you. And let's just dive right into what we are getting pulled into, which is going to be our new raise, the rank virtual phones. So Brandon, I'm going to just talk about it for just a second.

Then I'm gonna let you dive in, do a, do a deep dive on it. The reason we're getting into this is because just like. SEO, you know, I've done that. Uh, I was telling you earlier that, uh, next month, February will be my 21st year in doing digital. So I've done a lot of SEO in the past. And we, I was pulled into SEO from clients, uh, in SSA.

You know, it was a knee, they needed a website, they needed visibility with Google. They needed to do these things. So what is one of the, let's talk about two of the biggest problems that roofing company owners have for me, the biggest problem they have is time. They don't have enough of it. No, absolutely.

And inside of that company, I'm gonna let you dive into what the number one problem is and why the number one problem is this. So tell everybody, listening, Brandon, what the number one problem that accompany is and where everything starts. It starts

Brandon: with the phones, absolutely starts with the phones that you've got to be able to answer that phone, be the personality that needs to be present.

Whenever you capture that lead, take down that information and immediately get it into your. Software, wherever you're storing that information so that you can, you can best serve that

Chuck: client. Do you hear what you just said? You said answer the phone and book the lead so many times. I see guys that are there answering the phones that they're trying to answer the phones themselves, and they're busy.

They're hanging on for dear life on a 10, 12, 12, 12. And. They they've got, this person has certain phone and then they're there. They're trying to code jointly, answer the phone, and then they're trying to text, salesman the information and that what's happening in the process that Brandon losing leads. So tell us about the, what we're going to be doing here at raise the rank and the virtual phones and how that we're going to solve that

Brandon: problem.

Well, So to start off took it, it starts with, with the, with a good CRM, it starts off with SSA. Um, so what we've got to have somewhere to store this information, we've got to have some more, uh, universal hub to be able to, uh, execute running these appointments, capturing the information, all of that, all of that stuff has to start with the CRM.

So when the phones ring, that's a great thing. The information has got to go into that CRM once we capture it from the phone. So, and it's not just about capturing the information and getting in, we want to schedule the appointment correctly. I want the best opportunity. For project managers out there to be able to close that deal, to be able to best serve that client, to go to help

Chuck: that let's, let's define it a project manager right now because you and I come from a background of rev, obviously Ruth Craft

Brandon: was a sales guy.

Yeah.

Chuck: But we don't call them sales guys because we do not want to be telling a. But a prospect or a lead, Hey, you got to sales will come down. So it's a project manager, so that's a project manager to us is a salesman, but they're called project managers.

Brandon: So it's, it's a good, it's a better way to look at it.

Uh, you know, we, we help serve clients, um, serve customers and. Salesman sells things, you know? So, so we're here to help you supervise that project. We're there to service that client and salesmen just doesn't go with that. You know, we all think about things when we hear so February, sorry. So, you know, project managers though, it doesn't do any good to have half of the party there.

Whenever you're trying to look at a major purchase of a 14 to $20,000 roof. For example, um, you need to know, you need to have everybody there. You need the answer.

Chuck: I know where you're going with this. So why don't you tell everybody what's the number one reason they guys don't make a sale?

Brandon: Well, the number one reason and that the objection you're going to get at the end of the deal is, well, I got to talk to my wife.

Okay. Absolutely. My husband, like

Chuck: you need to be pushing for that two leg at a

point.

Brandon: Absolutely. Maybe it's for like maybe, maybe you got a brother, a sister and a mom there who knows, but that information that needs to be. Floored, whenever you're scheduling that appointment for the project manager, because they're going to best serve that client by having everybody there to be able to answer it, all the questions and walk through that process.

And it doesn't do any good to serve half the people. Well there, it just doesn't do any good. So we want to be able to capture the information. Obviously that's really important, but being able to schedule the appointment so that we can best serve the client and have the best potential chance of. Getting that order and bringing that money back.

Chuck: Okay. So you're talking about scheduling the points. So tell them, how are we going to do that? We're I mean, we're going to be answering the phone. We're going to be in their SSA, gotta have SSI to make this work. And then we're going to be looking at that project managers tasks.

Brandon: Yep. So every project manager inside of SSA is going to have a task calendar.

So all the projects, even, even if you've got guys in SSA and you don't have, you know, our virtual phone feature, that you're going to be putting, booking those tasks onto your calendar and running the appointment right out of your calendar. You're going to log in to SSA. Everybody familiar is going to know this right.

Click on view job, and you're gonna click on the address and all the other information it's gonna be right there. It's going to carry you straight into that job. So from there, we need to be able to, we need to answer the phone, capture the information, and then book it directly on to that task counter.

And we need to be able to see that task counter lab so that we know what that PM's going on and we can book it and this can be,

Chuck: and it's going to be live in SSI, but of course, it's going to push to their icon or their Google calendar on their personal phones too. But it goes deeper than that because you've got to be able to.

Like you're saying, follow these things and track these things. That's

Brandon: it. So, you know, being able to set that appointment, being able to book that calendar, that project manager, getting an email saying when that, when that job was booked and it's also going to have a reminder in there, you can set it however you want to, but a good hour and a half, in my opinion, with the drive time, a lot of

Chuck: these now, let me tell you one of the things to me that is so important about that, as opposed to yeah.

Taking information then texting it to a sales guy. And then that sales guy trying to call them and set up the appointment one you're making the client or the lead or the prospect. You're making them live through two phone calls minimum, maybe more depending on what goes on with trying to set the appointment.

So instead of having a good, smooth, Experience for that prospect. Now you're making them live through multiple phone calls. Exactly. Take the call, book the lead. And that's what we're going to

Brandon: be doing. Lose information. When you communicate outside of your central hub, that's why I said it all starts with SSH because all the information is in NSA.

All the communication needs to be through us to say, or you miss details, pertinent information that can make that whole experience with a client different. It can change everything for him because we grabbed these details. We knew that the, the, the backyard had limited access. We knew that. Um, you know, that maybe there were some shingles in the yard.

So we brought tarps and they got to say that when they get there, just capturing that information and bringing it back to them is so valuable to those people. And, you know, it's also important when it comes to competition and we're going to get off topic a little bit, but it directly correlates to what we're talking about.

If you have a, a customer, a client. Call in and they schedule the appointment and they talk to someone who is perceived expert. They talk to someone who sounds very professional, great personality. They take all the information and then they set that appointment. And they're satisfied with that experience that they stop looking.

They quit Google. Well,

Chuck: here's another place and that's true. That's true. How many times would you running an appointment in your sales days? And they said, well, you were the, you answered the phone. So I stopped. But the thing is that that's a huge thing, but one of the next things, Brandon is going to be, most of these guys don't realize how many leads they're losing, right.

When you're, when you're texting this information. And you're, you're every time you do that, you're losing leads because you didn't set the appointment to begin with. And the next guy did catch the appointment. Right. That's just what you were just talking about. Well, How many times do you text information to a sales guy and he's on the road for, with a client and he may see it.

And then he's trying to get to the next appointment. He makes one phone call and then he forgets about it. Things are going on when you're in a mobile office all day. So you're losing you. Don't most companies don't have any idea how many leads they're eat. They're just losing. So now you're generating your co you're paying for these leads.

And we're just letting them fall through the, a bucket with a screen bottom as well. The way we talk about, so you've got to capture all the leads. You've got to book all of the demos. You've got to run your demos and you've got to keep up.

Brandon: It starts with SSA. And from there, the virtual phones where we're going to capture the lead, we're going to schedule those solid appointments where we can go out and we can get with all decision makers and we can go over the whole project and we can.

Then successfully asked for the deal at the end of the, at AI. And I'm speaking as if I'm in the sales guy, shoot, but this is the point. The point is, is to utilize the tools that we have. We have amazing tools. So I guess it says beautiful tool. Companies need these things, but the information being put in is where the ball gets dropped off and we hear it.

Chuck: Yeah. And you know, we've got a lot of clients and we talked to them and, and the thing is. You know, in the past we've had them call us up and say, Hey, you know, we just didn't install enough roofs. Well, if you look at how many leads just fell through the bucket, that right there would have paid for a great deal of the expenses for the whole company for the month.

So you can't, you can't, you just absolutely. Can't be losing five, 10, 15, maybe 20, maybe 30. I've seen it get over 30 that were lost in a month. 30 leads just vanished.

Brandon: Not tracking them, not scheduling appointment when the information comes in originally and being able to successfully move on. Now you got to be organized.

And that's what we're not going to talk about today, but, you know, that's where the virtual assistant, that's where the virtual.

Chuck: Yeah. And, and true enough, we'll get into that because that's some really cool stuff there. And then you start getting past that. It just turns into a beast. Um, but before we get too long, let's just tie it off on the virtual phones.

And again, Raise rank is going to answer your phones. They're going to be professionally trained. Somebody that's been using SSA for years, this trained in a roofing company to set appointments. So your sales guy can run that demo and not lose track of your leads. And we're going to be booking the lead in SSI.

So that way you can run your lead report at the end of the month. So now we know where the leads are coming from. Okay. We're listening to the calls, we're qualifying the leads. Finally, we didn't even talk about that. We're qualifying the leads qualified or unqualified leads. So at the end of the day, that package right there is just an absolute beast.

It's a beast. You got anything to wrap it up with Brandon?

Brandon: Yeah. I'm excited to get it going on. I know some people are listening and they want, they're going to, they're going to be excited as well, but, um,

Chuck: let's, don't name them by name because we, you know, we had to let them go, but there's, there's a ton of different, yeah.

Answering services out there, but all they're doing is babysitting. They're answering the call. And in a lot of cases, they're putting you on a 32nd to a minute plus whole time, then they don't know anything about roofing. So they can't answer even a basic question. And then they're emailing. The company owner the information.

So now we've got, no matter what outfit you're using, we are default into two calls for that client. That is absolutely not a good experience for the product.

Brandon: No, it's just the, why would they stop at that? And that's the point? Well, they're

Chuck: not going to, yeah, you're right. That was a good point. They're not going to, so yeah, I mean, if you just, if you look at it all the way around, uh, what it calls for these other answering services and they're babysitting this, this is not babysitting phone.

This is answering that phone. This is booking the lead and go on for the two legged upfront and booking it in SSA on the task calendar, which pushes to the IKO or the Google calendar, flu

Brandon: and other things. Uh, you know, there's a lot that, there's a lot of things inside of this truck and we can talk for days on it, but yeah.

You know, there's a welcome email inside of SSA. So capturing that information, getting on the calendar and then getting a welcome email immediately is going to make them get that warm, fuzzy feeling. They're going to see pictures and iOS or their, their project manager. They're going to have an idea of what the first steps are going to be.

You know, an informative client is the best client. And informed client.

Chuck: Well, once we get that first email out, and if, you know, hopefully they're going to have a video of the project manager of now we can guide them on how to do that. But the whole objective with that is to warm up that lead. So when your, a project manager gets there, they've already seen that face.

They've seen them talking on. Uh, welcoming to who your company is and to, to that particular project manager and a bio written up in the welcome email. So yeah, it's a beast. It's a real base and it's capturing the lead, not losing the leads, warming up the lead and then try and have a better call. That's it.

Brandon: That's what it's all about. Yes.

Chuck: Closing the deal. Good with nobody makes a check if you don't close the deal. Yes, sir. All right. Well next week, Brandon, you and I will get into the virtual assistant. Which is really exciting too. Some of those things. Yeah. It's, it's, it's some really cool stuff, so. Alright, well, uh, good to see you again, Brandon, and I will talk to you next week about the virtual assistant.