The Successful Contractor Podcast | How One Plumber Sold $800k in Residential Plumbing in One Year – Plumbers Majestic

The Successful Contractor Podcast | How One Plumber Sold $800k in Residential Plumbing in One Year

The Successful Contractor Podcast | How One Plumber Sold $800k In Residential Plumbing In One Year

The Successful Contractor Podcast | How One Plumber Sold $800k In Residential Plumbing In One Year

support for this podcast comes from synchrony financial allow homeowners to pay at a rate that fits their budget with a merchant fee that fits yours visit www.toolbox.mysynchrony.com for more information and we ask permission to write options first okay you do you know because i mean so how do you frame that for me because that's interesting i always hear that just i just normally hear people do it bob you know you're out here for your water heater water your leak we're putting it obviously you know we need to replace it put a new one in there right but nine times out of ten you know the condition of the water is what's causing the issues for water heaters to leak you know we do offer water filtration is that something that you're remotely interested in okay and if you are do you mind if i put that on an option okay just so you can see you know what what's entitled what needs to be done right and it's not it's obviously that way it's very passive and it gets them to open their mind you know that and they're saying yes now it's their option they gave you permission to do it so when you preside prevent them or present them a uh an option if i say for a filtration they can't sit there and say i didn't ask for this well yes you did you said okay right welcome to the successful contractor powered by success group international a show for residential contractors about residential contractors we chronicle business journeys share insights and celebrate successes in this wonderful industry i'm your host bob houston i'm incredibly excited to bring you another show and what i'm calling our crown champion series is chris de shields of moffitt plumbing in orange california now as a quick reminder in sgi world we call a crown champion at least when it comes to plumbing uh any plumber that sells over 500 000 worth of residential plumbing work christa shields has done that three times he is a three-time crown champion and then last year he blew it out of the water did eight hundred thousand dollars worth of residential plumbing work hugely impressive i think you'll you'll notice when i knows chris is just really calm customer uh an exceptional communicator he's funny you can just tell how he connects well with with customers and gets them to like them and ultimately they they trust him to to manage their plumbing their plumbing work so i really hope you enjoy our show and i'm sure you'll take away a nugget or two chris thank you so much for being on the show very excited to have you uh if you could just share with everyone your name and your company name uh my name is christy shields i work for a time off appointment very good and we're here today we're we're in san antonio texas for a sgi expo and you're here for a very good reason can you share with everyone what kind of a year you had last year uh remarkable to be honest with you uh when i first started with the company uh the first nine months i got crown champion um just did over six hundred thousand then last year or two years ago i did just over seven and then this uh just last year i actually would just hit under just under 800 000 that's incredible a three-time crown champion so that there's not a whole lot of those walking around that's a lot of revenue out of one plumbing truck yes sir very very excited to have you want to learn your story how you talk to customers uh before we dig into the the service side and what you do day to day so well let's let's talk about your story i'd love to hear how people ended up where they are uh how did you get in the plumbing tray uh well honestly i was working i was a service technician for nextel i don't know if you remember next year oh [ __ ] radios and a gentleman came in that had his uh preventative maintenance drink cleaning company and he liked the way how i talked to him how i presented it and he actually offered me a job so i took him up on it was there for about two and a half years and we would outsource to plumbers and uh they loved my commitment with work what i was doing and what ended up happening was that they offered me an apprentice job so that's how i really got into plumbing as i started with them and then from there moved to different companies that will be done and then you uh you landed at moffitt so it was three years ago yes sir and and maybe explain how uh how that connection happened um my sales manager um kevin he was a uh manager in another company my application came across his desk we interviewed but that company just wasn't a fit for me or my family right so i declined um and then kevin sense left there went over to moffitt and again i was putting out applications and then my name came across his desk over at moffitt and he gave me a call and i went in there didn't have to re-interview with kevin because he already knew me and i went and had my three-hour interview with mike a three-hour interview that's pretty impressive interview well was it super in-depth about plumbing or maybe not so much we barely even talked about plumbing it was all about ice hockey because mike plays and my stepson plays and um we just hit it off we had you know we had that same um what do you call it uh connection so to speak you know he loved hockey i loved it because my son dominated it yeah and uh it just relationship grew from there that's awesome what's what's it like to work over at moffitt and what kind of team is what kind of culture is it doesn't feel like work you know you're you're with a bunch of group a great group of guys you know um i'm honored for you to have me here but ideally you know every one of us at our office can do what i can do you know we do we have three crown champions this year yeah you know which is awesome but um i mean it's sorry i lost i lost track no that's right just what's it what's like working at a company like that what's the culture like what's the vibe like family hands-down family yeah um example stuff that mike's done for me and my family never had an owner do before you know my wife and i hit six years waiting anniversary mike sent us to a hotel you know paid for the room here use company car take your wife out to a nice dinner you know and what owner does that you know to his technicians right you know he's uh we hit a goal my first year he closed down shop for three days and took everybody on a cruise in sonata oh wow you know and you just can't ask for a better owner because he's not your owner he is but he's not yeah you know like i told mike last night you know i look at him as like an older brother because he looks out for us just like we look out for him yeah mike's good people know him a long time so it's super neat to hear from the other the other side um before we get into the in the home stuff what is what's training like he said you got three crown champions that's a lot of successful people mike's got a good obviously it's a good business so what's your training regimen like i mean i know you're very good at what you do but you know training is still important to keep your skills short we train every morning at the office we're all of us are in a class or in a room um our service manager kevin he's up there and we just go over steps you know what issues are we having what uh complications that we're having with clients how do we overcome them you know just teaching us every single day and then we have uh scott who is our other um manager so to speak and he's more on the technical side so he's tuning up teaching us more like on like osha sure and things like that so sure so every day every day you're working better that's great i mean it's a huge message i mean to be good that's what it takes and there's the most successful ones typically do that yes sir um all right let's get in more of the mechanics of the call um but before we even get get to the home i know so many successful sales people technicians um they get their mind right before you know and especially if it's like the third call of the day and maybe it was a rough couple first calls cranky customers and you even if you did everything right you can't carry that from one call to the next right so how do you how do you get your mind right you know before going into every home honestly uh before i go to every job i have the radio up but not too loud just kind of where i can just almost like background noise so to speak i just clear my mind i don't think about it but when i do get to my client's house i go in there with an attitude like this job's going to get sold when you go before going to the the house and knocking on the door doing all the steps do you do any background on the person you know previous jobs have been out there she kind of know what you're walking into i do you know we have uh on our phones that emails the calls but yeah it shows the history of what we've done what they've spent you know are there someone that just shops around or if there's someone that actually does work yeah but even the ones that don't that just shop around still a challenge you know let's let's turn them around let's get them you know on board and get some stuff done sure sure all right so you pull up pull up your truck and you make sure you get out of there at a decent time right and you knock on the door and you you pivot and then you know you introduce yourself and then they they let you do you put the mat down do you guys do you do the red mat yes sir very nice and do the shoe covers right there floor savers yep people get mad at me if i say shoe covers okay that's all right i won't get mad okay good i appreciate that um but you know obviously the call can be made in those first couple minutes right and how you connect with a with a customer um so maybe talk about how do you what are some things you do to break the ice with people hey no one wants to have a plumber in their house sorry to say that i know that this breaks your heart but um but you know there you have they have a problem they're frustrated so how do you kind of get them to chill out and then maybe start talking to you and connecting with you i talked to him in a calm voice for one um i go off of it's a thing that i've learned um in my plumbing years it's called form which stands for family occupation recreation material so i get to know my clients look at pictures find out what they do what their family is about you know i'll crack jokes you know especially when we go over options you know i got to talk to my wife you know i don't blame you i wouldn't want you to make a decision then you're calling me at night saying hey you need a place to stay because your wife got upset and kicked you out of the house right that normally gets a laugh out sure sure um but yeah i'm just very easy going right you know i get to know my clients you know more on a personal level right we um you know sgi we talk about this thing called credibility statements so people understand you know that you know what you're talking about you're not just tired off the street do you guys do do a credibility statement is it do you do it early on or do you weave it into the call um well as we're going in there as i'm as i'm talking the client first of all i'll ask them how they hear about us you know where they hear it from and i let them know we've been in business since 1969 family owned and operated i myself been plumbing going on for 21 years you know um every day we always learn you know there's things that i don't know that i get the younger technicians will bring to my attention it's like it's like an aha moment it's like oh my gosh you're absolutely right sure so we're learning every single day you know even the most uh seasoned texts you know um but but yeah it's it's just really just getting to getting to know the client yeah um we talk more and more sgi about trying to understand people's personality types and how they respond to communication do you try and diagnose what what kind of customer what their personality is and and try and kind of uh reflect that so they're comfortable or you just kind of act calm and like you seem like a very chill guy so just kind of act that way and that seems to help you connect with people are you familiar with the mirror effect uh i think maybe a little bit go ahead get into it so like if i'm coming to your house and you're talking and your voice is a little elevated you're gonna match your pitch okay because obviously you like yourself right subconsciously you're gonna be sitting there going you know there's something about this guy that i like it's because it's it's making you think like you're obviously you like yourself right so i use i use the mirror effect a lot okay and if someone's real passive you just take it real real easy with them how about those those types that are really uh you know they probably did three hours of research online before they called you out to have a quote on some work how do you kind of approach those types um i compliment them you know it's like bob that's fantastic you know you seem like you know what you're doing what you know why am i here okay right right you know and um it again it's like you're i'm the professional yes you know you are having me come out here sure you know to help you with an issue sure um and that's pretty much just what we what i do yeah i like it so we talked about your credibility statement a little bit we talk a lot actually about asking questions right trying to understand what's going on in the home you know how many questions do you like to ask right away or do you just kind of you use your mirror effect if they take you right to the problem you follow them and then you get into questions there or how do your calls typically go i'll show the call down if they're gonna bring the right to the issue okay it'll take me roughly about 45 minutes to an hour just before i even look at the issue wow okay because i want to get to know my client yeah you know it's a saying that we were taught i was taught years ago that it's better to be a guest in the past you know so if i get to know my clients on a personal level it's harder for them to say no because now i'm a guest in their home right right just like i tell my guys if a customer officer you would you like a bottle of water you always say yes if you don't want one because they're opening up the home to you right you can actually offend people by saying no no i'm good thank you sure sure no that's true there's i try to always offer service tax water and stuff because i do this and have for a long time and you're right okay i mean it i don't really get offended too much but you do have that minute where you're like oh all right we don't need to have one i'm being friendly to you yeah telling me no yeah yeah like oh that's true let's get to the work right i won't i get that for sure um there's a lot of personalities especially you know in in this group there's a lot of sales-oriented person has d oriented hard driving people i'm sure you get those as customers right come on let's hurry up let's you know how do you manage a personality like that that's just go go go i got work to do um it's gotta be tricky no i'd sit there and if it's to that point where they're busy and not straight out ask them you know look is now a good time because obviously you're a busy person which i get you only come back in another time when you have a little bit more time right because what i have to do and everything else is going to take some time to diagnose do you have that time on your hands okay and say there you go they're on the phone sometimes more likely you know they'll get off the phone look i got to call you back i got to deal with the plumber got it yeah well if they're on the phone you know and a lot of that actually pretty much every time i've never had a client say yeah come back right right for sure for sure they understand it's showtime so yeah i'm there to help them now right for sure how what kind of questions i mean it's hard without i don't know it's a um you have some some you know a toilet is constantly running or there's just a plumbing fixture that they want to change out uh what kind of questions are you asking to maybe get them to think about you know all that you guys offer and stuff like that how you kind of set the stage um well i mean if they have their fixtures or whatnot you know obviously look at the fixtures and you compliment them dude this is a lovely faucet you know where'd you find it from okay you know that's fantastic you know you're you're building them up and they're making them feel like they made a good decision on you know picking up a faucet or um i ask questions like how often is this problem happening to you right is it happening more than you know more often than not so much you know how or how much are you paying every time we got to come out to do this job how much have you spent in the last year or two years on this particular problem and you know that because you did the research before and get them to think about a little bit very good very it's like you want to throw money away on something that eventually you're going to have to replace right but why lose that money why not put that money towards the replacement this message is brought to you by redesign redesigned.co as an sgi member you can receive a 100 fully optimized website that's hosted for free have a website you like already redesign dot co can dramatically boost your presence on google free for 90 days redesign dot co is also a full service digital marketing agency that can assist you with all of your online needs including ppc call 208 261 9898 or visit sgi leads.com for more information and see how you can get a free consultation of your current website [Music] welcome back to the show in my conversation with krista shields of moffa plumbing in orange california as a reminder chris is a three-time crown champion that means he has sold over 500 000 with a residential plumbing work three years in a row and last year 2020 he sold almost 800 000 so hugely impressive numbers uh so far you know we've met chris you've learned respect his background you've learned a little bit what he's doing in the home to be so successful we're gonna dig into it even more we're gonna talk about how he introduces the inspection we're going to talk about how he asks permission to build options he's going to share some of his analogies that he uses with people for them to understand what's going on with their plumbing and he's going to share a whole lot more so let's jump back into my conversation with krista shields i'm sure he'll take away another nugget or two so they take you to the initial problem right and then you talk about a little bit uh when do you do like the whole house home inspect the plumbing inspection i don't know who you guys call a safety inspection or or what do you do you do that as you start kind of evaluating what you were called out to do or when do you when did you bring that up and introduce that to the customer well what i'd like to tell the clients is if i'm sitting there going okay you told me about this issue here before i take a look at this to see what's going on is there any other issues in your home that you want me to look at while i'm here and they'll be like no or yes or if it's an angle stop leaking look this angle stop is leaking you know how old it's original okay if this one's like this what do you think the rest of them looks like do you mind if i take a look at it right just to make sure that you're not going to experience this somewhere else in the house and so and so at that point do you fill out like a paper form or anything online as you go and you know more notes mental taking um because we do give options and we ask permission to write options first okay you do you know because i mean so how do you frame that for me because that's interesting i always hear that just i just normally hear people just do it bob you know you're out here for your water heater water leak we're putting it obviously you know we need to replace it put a new one in there right but nine times out of ten you know the condition of the water is what's causing the issues for water heaters to leak you know we do offer water filtrations is that something that you're remotely interested in okay and if you are do you mind if i put that on an option okay just so you can see you know what what's entitled what needs to be done right and it's not it's obviously that way it's very passive and it gets them to open their mind you know that and they're saying yes now it's their option they gave you permission to do it so when you do preside prevent them present them a uh an option if i say for a filtration they can't sit there and say i didn't ask for this well yes you did you said okay right right right yeah so you don't seem like you're the [ __ ] sales person once you sit down i like that um yeah sometimes sometimes sometimes you just gotta rip the band-aid off yeah yeah especially what if it's good for someone right and they're just being naive or whatever right what are some certain i mean does that happen a lot where you just get like man this is really you need to replace this water here it's 40 years old and it's leaking constantly um i'll give an example um several years ago with another company went to a house pilot light was out but i noticed that the tmp battle was capped off which is a safety issue gave him options to do it guys said no he doesn't want to do it guy had kids in the house and everything else and you don't want to have a water heater you know anything to happen to it well you know so um what i end up doing to and a lot of plumbers probably do the same thing is i end up calling the gas company told them that they have a serious situation over there the guy does this is what was going on gas company can out shut the gas off until they fixed it right right right right i mean you don't want to put people in you know because i i'm sorry i mean interruptions i mean i even told the guy look i got to shut your gas off this is not safe right well as soon as you do it i'm just going to turn it back on okay right well just call the gas company they're going to come out and lock then lock it yeah yeah you know what are you going to do right right right yep no that's you're the expert and you don't want to put people in harm's way correct what are some other things i mean you talk about water heaters is obviously a big ticket item all the time what are some other things that you kind of look for i mean you never want to put you're never pushing stuff for not you know just to push it but what are common problems you guys see in your market all the time that that you can write options for you know what's that pinhole leaks angle stops toilets pretty much everything right re-pipes redrains clean outs liners epoxies tankless water heaters versus regular water heaters right filtration softeners yeah and i know you said we before we start recording you do you sell a lot of uh you know sewer work and stuff like that it's but most of it you said comes from your just normal service calls right yeah so well i mean in instances where it's not a drain call at all you'll you'll just say come for a toilet call and it just leads to that i went to a client in orange and um he had a backup inside the house and while we were there i asked him like you ever had your main line camera before right and it was this guy's rental property he's like no no i haven't i said well i'm here would you like me to do for you i'll do it for you complimentary but the camera in there found out up underneath the street found out sewer line had a hole in it so we ended up giving them options on lining it so now he has that peace of mind that his line's not going to collapse in this right now right yeah we'll talk about what are what are different ways you guys have to handle sewer problems what do you guys have liners pipers jetting um tuberculite cabling which is a picoti machine it's like a chain cable that reshapes inside diameter like cast iron pipes yeah um you got the gamut so when you're building options for that type of stuff do you does each uh way of fixing it become its own option uh yeah i mean you can do like uh if you have roots in the line you can give them an option on just a spot repair okay or you can give them that peace of mind to where we can jet it jet it's more like your band-aid option let's just clean the roots out now but they are going to grow back and they are going to grow thicker right um to the point to where you have to you're going to be forced to dig right um or you can get that peace of mind to where we get in there and line it and you never have to worry about roots ever penetrating in the game right right off camera we were talking a little bit just kind of just you know get the feel for for what we were going to talk about and you mentioned it was really good analogy to help people understand what's going on with their homes you used like a health analogy kind of maybe share you know that your house is sick that you you said me specifically could maybe share with people what you told me off camera and how you communicate with people so not in a tech you know you don't throw them with a bunch of technical jargon i'm assuming you probably relate to them in ways that they understand well there's a saying too techy no checky once you start getting too technical you've lost your clients right they check out they exactly yeah um but to what you're asking me about the uh telling the house is sick so for instance if you had a house that you lived in there and the history that you know of that you you're on your first slab leak i'll just give you an option on doing a reroute you want to rewrap that one line you want to do both hot cold just the one you know how do you want to do it with drywall patch without drywall patch but as you get more it's like the domino effect right once you get one get it figured more's gonna come so as you get more it's like okay well your house is telling you that it's ill it's starting it's starting to fail right it's like a common cold to um bronchitis to a cardiac arrest to flatline right so to speak right right so that you start getting them they they can think of it in their own sense oh my goodness you know ill it's like you you it's you it becomes almost a person right and you're going to protect that person that's why i get to know like what they do with like what type of work they do that's where that form comes in you know um if they're doing cars you know for example garbage disposals on cars i'd be like okay we have our 3 8 horsepower 3 4 horsepower and then you have this one half or one-third horsepower the three-eighth or the seven-eighths horsepower is going to be like your lexus okay your three-quarter horsepower is like your toyota avalon now the half-horsepowers that used 84 corolla [Laughter] and it's like you use that and they can see okay lexus toyota avalon okay now an 84 use corolla yeah no one wants that 84 use corolla sure sure and you just i just try to explain to them in ways that they can understand it do you try and stay in constant communication with the homeowner that whole time even while you're looking through the house i know a lot of plumbers will go we'll do a warm-up and i'll talk to the homeowner and and you know they they warm up to me and then i'm gonna go do my thing or do you find most your customers are with you at the hip urgent right i encourage it because i mean it's like you can tell them they have an issue but if they can physically see it themselves right now it's real we take pictures so even if it's the point where if they can't be there with you i'll take pictures and then i'll show them hey look this is underneath your sync this is this this is then i'll show them pictures this is not an immediate issue now but it will be in the future right you know you want to be proactive or do you want to be reactive you want to take care of it now and have that peace of mind that you're not going to come home to a flood or do you want to take that chance and cross your fingers that you're not going to come home to a flood good good stuff uh when you build out your options um is it all handwritten do you guys use tablets all handwritten i like it okay do you do you go to your to your truck to do that or will you find a place in the home and sit down with them as you hand write it what do you do i find out what they're looking for first okay you know so if both husband and wife are there i'll ask the wife because everybody everybody everybody doesn't know that hey it's the wife's the boss it's pretty accurate yeah you know so you find out what she wants you know okay we're doing a hot water heater does it take a long time for you to get hot water yes it does would you like to have that would you like to see an option on getting you instant hot water okay that's where you're not wasting it okay or filtration you know does your skin feel itchy when you get out of the shower or using a lot of lotion well yes i am well that's because of the chemicals that are coming in the water do you want to see that on option where we can take care of that to where you come out and your skin is going to feel hydrated okay you don't have to deal with that yeah and does that happen after you've already been led to the the problem area before you you offer you know build that into one of your options or you just when do you when you bring up those those other as i'm going just as you're going as i'm going but before i actually get the permission to write the option i ask them first on what what are you looking for are you looking for just this or do you are you interested in something sure you know something extra and do you ever i mean you know i think it's that's great and obviously it's very successful do you get much pushback ever when people are asking do they ask well why are you asking me about that you're out here to fix a toilet or do really customers appreciate that you're making them aware of things i get some pushback sure you know why asking especially for a toilet okay well i mean you know your flapper's running okay how much water you think of flappers gonna waste you can waste up to 400 gallons of water a day just from a flapper running right you know result of a flapper watering is the chlorine that's coming in the water that's dissolving that flapper which is causing your toilet to run right putting a system on there that's going to eliminate that chlorine now you just eliminate the system of having you know obviously a high water bill right right so yeah so you know you have you have your answers for for each one of those situations i love it i love it okay so you understand what they're open to what they're not um are you sitting down at a table then when you're writing this stuff out i go to my truck you go to your truck okay and i'm sure you know you try to get it in and out of there as quickly as you can so they're not waiting too long or do you take your time my tone takes about between 10 15 minutes for me to write my options okay that's not bad yeah yeah because if i don't tell them that i'm in there for 15 minutes wrap options i don't want them to be looking out the window going what's taking this guy so long right tell them up front hey let's take me some time to wrap these options you know i always want to make sure that my options that i'm creating for you is something that is what you're looking for right a very good okay and then you what's it a kitchen table or do you have people here okay we want to stand up and maybe an island or something ask you know can we sit down so we go over this um i'll joke around clients too like you know like you said icebreakers throughout the day i'll walk in like if i'm presenting options i'll sit and look and i'll be like how's your heart yeah what do you mean i mean i do i need to get defibrillators with me just in case when i show you this i i joke with them you know and you make someone laugh like brings their guard down sure sure you know give them a smile a little bit the tenseness goes away i like it if not you guys do a decent bit of financing don't you or okay now i'm assuming you always lead with the finance option no you don't okay i'll give them options and tell what it is you don't give them the price okay i should be doing i don't know what the finance options but i mean it's easier to say you know it's only a hundred and twenty dollars a month versus it's ten thousand dollars right it's 120 is easier to chew than ten thousand yeah yeah but i do tell them so okay this is the price or we can have a low monthly invest investment of x amount of dollars you know i get clients to sit there and say well i can just write you a check and i think that's fantastic you're better off than a lot of people the fact that you can just write a check for this amount i wish i can yeah but then i tell them well don't you want to hold on to that money well what do you mean at zero percent yeah same as cash for 12 months no interest no payments you can pay it off any time as long as it's paid off by the 12th month what if you have an emergency you need that cash but yet you spent it on plumbing right where you're gonna get it from right wouldn't you rather have that for emergencies and just take the opportunity of having you know pretty much money right there for you without spending a dime do you see you always present financing too awesome great um let's see here we want to see if i want to get into cloud club memberships you guys i'm sure have a bunch of club memberships big big company that's been around for a while uh do you build those in the to a couple of the options or how does that come up when you're trying every option on every option even the band-aid options okay so we have our standard pricing plus we have family club pricing okay so once i show them what the family clip pricing is and the standard pricing and then right below it i'll put down well this is what you're saving by joining the family club you're paying x amount of dollars per month for a year but yet what you're saving covers your family club for three years right right it's more of a no-brainer sure do you get i'm sure that you got to get some some objections right because it's the plumbing's not cheap uh i even if you did sell the financing very well which you did uh what do you what do you say to someone like oh man that's a lot of money i really should probably call call a couple other people out just to see you know well how do you how do you respond to those situations tell me i understand that you know it is it is a big investment but you know bob let me ask you something what my options out of my options i provided you which one were you thinking that's too high um and you make them put in put in well it's my the top option that's fantastic i have more economical prices below it and then if then you try and close one of those those two options we let them choose you know i tell them the reason i'm creating options for you so you can have so you i create options for you so um so you can choose what's best for you and your friends you get the freedom to choose what's best for you and your family right now i'm not selling them anything i'm providing them a service and letting them pick what they want sure sure i i'm assuming you guys you close probably on most of people you get a lot of people that say you know what i just really do want to get another bid do you get that very often these days or people pretty much say i got time that i value i like you the price is the price but i you know i know it's got a great name is that mostly the case it you know it is a high price i want to get another bid so you know i understand that but you know i've just given you four bids right you know we're very competitive if we weren't we've been business since 69 right if we weren't competitive do you think we'd be in business we're not your cheapest company but we're not your most expensive company but yet the work that we do exceeds than what we charge do you do i mean you really you try not to push too much or times where you like sometimes will be like oh there's a limit you know when you gotta back off because if you continue going then they're just gonna flat out just kick you out right right right so very good and then you now you said some of the work you do yourself you try to do most of it but you you guys also use plumbing installers which you know some people watching this listening to this they don't they don't do that you know it's still kind of you know it's still a newish thing still in plumbing there's lots of companies been doing a long time but lots of don't even know what how that works so maybe just explain to people in general what you know how that works with you guys so if you're selling a big job if you're doing like the sewer lining or clean out or whatnot you we would set it up with our office to have our install crew come out to do the work which frees you up so you can continue helping out other clients and running other calls right so the office isn't getting excuse me i'm backed up sure do when customers say oh i thought you were going to do the work today what how do you kind of manage that you know that customer expectation depends on how the work is you know i'm not being that's honest i'd be like i'm slow when it comes to work i am yeah you know if i'm gonna do the job i'm here two days versus i get my guys out here and get it done in the day yeah i like it if you like see me for two days hey i'm here but yeah if you just want us to get in you know and get the job done like that then we'll get we'll get our instagram you sell the value i like that at every step of the way uh last question for you well no i got one more after but but why do people you think ultimately decide to buy from you and buy from off it us if they like you and they trust you they're gonna buy from you i like it last question if you were talking to a young plumber technician you know who's just learning the trade and learning service what what one or two pieces of advice would you give him or her listen to your clients find out what they want don't assume that they want something i love it i love it chris thank you so much for all your time this is really enjoyable uh thank you for being on the show and uh look forward to to send you a link so you can listen to it with the fam all right thank you so much all right sir thank you [Music] that's krista shields of mafa plumbing in orange california a three-time crown champion who sold almost eight hundred thousand dollars worth of residential plumbing work last year thanks for watching if you feel like you have a great story worth sharing that would also help other contractors please email me at beehouchin yoursgi.com also if you've enjoyed today's show please like and please subscribe i promise we're going to have lots of other great interviews with successful contractors industry experts and movers and shakers in our industry and it's going to bring lots of great content that hopefully will help you so thank you for joining us this is the successful contractor powered by success group international support for this podcast comes from owens corning air care contractor program uncover hidden opportunities and take your hvac business to the next level with owens corning owens corning has done the work to provide you with a turnkey system from sales training to in-home tools with a simple story that practically sells itself add duct replacement and attic insulation to your service offering as part of our program and elevate your sales today for more information visit owenscorning.com retrofit dash contractor the successful contractor podcast is part of the success group international family sgi is the largest member-owned best practices organization for independent residential services contractors sgi provides its members a competitive edge through proven proprietary management tools and expertise marketing programs training and group buying power along with a highly active and eager to help membership for more information about success group international visit www.yoursgi.com the successful contractor podcast is a production of the aquila investment group llc all rights reserve 2021 [Music] you

The Successful Contractor Podcast | How One Plumber Sold $800k In Residential Plumbing In One Year

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The Successful Contractor Podcast | How One Plumber Sold $800k In Residential Plumbing In One Year

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The Successful Contractor Podcast | How One Plumber Sold $800k In Residential Plumbing In One Year

The Successful Contractor Podcast | How One Plumber Sold $800k In Residential Plumbing In One Year
The Successful Contractor Podcast | How One Plumber Sold $800k In Residential Plumbing In One Year
The Successful Contractor Podcast | How One Plumber Sold $800k In Residential Plumbing In One Year

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