50 Great Ideas …in 50 Minutes - ACCO / PHCC Ohio Convention › 50_Ideas... · policies or pricing since this presentation was compiled. Do your own due diligence before using or

50 Great Ideas…in 50 Minutes

Sponsored by:

Jeff Heger, Nixco PlumbingMason, Ohio

Panelist

We will be covering many tips & tools, includingwebsites and mobile apps that can help you bemore productive and save money.

We may or may not have personally used thesesites/apps and they may have changed theirpolicies or pricing since this presentation wascompiled. Do your own due diligence before usingor installing them!

DISCLAIMER

• Ask every customer fortheir e-mail addressesand/or cell phone number.

• You can get moreparticipation by saying thatyou want to send them apicture and bio of thetechnician coming to theirhome.

• Use this contact info(responsibly!) for futuremarketing.

Idea #1

• Join your local organizations -you can get some of the bestinfo from your fellowmembers. You know a lot, butyou can’t know everything.

• When you need knowledgeoutside of your own level ofexpertise, reach out to yournetwork. Asking for helpallows you to focus on thethings that you do bestwithout spending valuabletime trying to figure it out onyour own.

Idea #2

• Pay cash or offer a $5discount off a service billfor customers whoprogram your companyinto their cell phoneunder the name“Plumber” or AirConditioning Company.

• This must be done whilethe tech is present in thehome.

Idea #3

• Train, train and train -you can never knowtoo much - marketing,sales, plumbing tips.

Idea #4

• Block out time slots for everyone in the companyto get training during the course of the year.

• Put money in the budget every year to pay fortraining so that the lack of funds cannot be yourexcuse to not do it.

• Rewarding Techs

Idea #5

• Use a carefully craftedincentive/bonus program fortechs.

• Eliminate loopholes or waystechs could boost their bonus atthe expense of relationshipswith customers (sellingunneeded equipment, etc.).

• Spin-the-wheel to reward techsand their apprentice forcompliment letters or goodreviews.

• Be able to answer: “Whyshould someone hire yourcompany?”

- Create a specialization

- Represent social good - pinktrucks (cancer), othercharities

- Having credentials separatesyourself from others -awards, training, recognizedby experts, etc.

Idea #6

• Investigate and takeadvantage of gettingyour business certifiedas a MBE, WBE or SBE.

• More governmentalagencies and ownersare looking to dobusiness withsubcontractors withthese certifications.

Idea #7

• Develop a Disaster Plan.

Idea #8

• Protect your employees,preserve your incomesource and be thecompany that is still able toserve the community aftera disaster.

• Federated Insurance has aguide available on theirsite.

• Make sure any moderate computer user in youroffice utilizes two computer monitors.

• If you review drawings consider a larger monitor like37”. Prices continue to drop and productivitydrastically increases.

Idea #9

• Offer Financing

Idea #10

• You can help people whoneed the work but cannotafford it right now by offeringfinancing.

• Partner with a bank (WellsFargo) or other provider.

• You can get many moreupsells and BIG jobs whenyou can eliminate the “upfront” cash needed.

• Become a Time Management Master- Prepare a daily list the day before

- Schedule your time

- Prevent interruptions - close the door,handle larger projects before you answer e-mails

- Keep your desk clean

- Say no much more often

- Take 5 minutes at the end of each day toclean off your workspace. Clear your desk ofjunk mail, throw away papers in your worktruck or wipe down your store counters.Doing this will get you prepared to start thenext day with a clean slate.

Idea #11

• Buy large white boardsfrom www.fathead.com

• You can get a 4 ½’w x3’h white board for $45.

Idea #12

• Use the PHCC Overhead& Profit Calculator as atraining tool foremployees.

• Demonstrate why thecompany charges what itdoes and where all thatmoney goes (not into theowners’ pocket like manytechs think).

Idea #13

• Use the PHCC Overhead& Profit Calculator toPrice Your Work ForProfit - NOT to becompetitive.

• Why price yourself tolose money?

• “We have no quarrel withothers who sell theirservice for less-- theyknow what their work isworth.”

Idea #14

• doodle.com

• This is a free servicethat you can use tocreate schedulingsurveys – use it to finda time when everyonewill actually be able toattend a meeting.

Idea #15

• One of the best customerretention tools out there arenewsletters. There are servicesthat can help you to produce amonthly or quarterlynewsletter.

• Include a mix of general interestinformation, facts, quizzes anda highlight of a special offer youare running. This mix makes thepiece more recreational readingthan something that just feelslike an advertisement.

Idea #16

• Utilize desktop scanner such asFujitsu Scansnap .

• Increases productivity by nothaving to go to central officescanner and allows you to recyclea tremendous amount of paper.

Idea #17

• Use newsletters, directe-mails, Facebookspecials, other contactmethods to build a fencearound your customers.

Idea #18

• Show appreciation for employees and customersby taking lunch to jobsites.

Idea #19

• Need to show someone else exactly what is on yourscreen right now?

• join.me can do it.

Idea #20

• It is a simple screen sharing tool for meetings on the fly.

• Get everybody on the same page, when they're not in thesame room, instantly. Review documents and designs.Train staff. Demo products.

• Offer longer warrantiesthan the competition.

• Check with yourmanufacturers andvendors.

• Water heaters, disposals,sump pumps, etc., all havevariants with longerwarranties available.

Idea #21

• Targeted Mailing Lists

• Buy mailing lists that will allow you totarget only the best customers in anarea.

• Instead of blanketing an entire zipcode with a mailing, instead identifyyour prime targets – homes over 10years old and valued at $400,000+with household incomes of $100,000or more.

• Spend your time, money & attentionon targeting these very best potentialcustomers to get the most return onyour investment.

Idea #22

• Become members ofmanufacture's elite group:

- Moen Plumbers

- InSinkErator Circle of Trust

- Kohler Leading EdgePlumber

- Others …

Idea #23

• Listen to business bookson CD or MP3’s in car.

• An hour commuting ortraveling to jobsites in aday can move you throughaudio books quickly.

Idea #24

• Sign up to be a serviceprovider for HomeWarranty companies.

• Don’t expect to make anymoney off of the servicework done under thesewarranties – it’s aboutmarketing instead.

• The work gets you into acustomer’s home toestablish a servicerelationship with little orno marketing costs to you.

Idea #25

Share YourGreat Ideas!

IDEAS FROM YOU

• Provide goodies bags foryour customers

• Magnets, pens, pencils,notepads, pot holders,pizza cutter, chipclips....whatever it takesfor the customer toremember you.

• Maintain TOMA (Top OfMind Awareness).

Idea #26

• Utilize prefabrication toimprove jobsite productivity.

• Be creative – you can prefabmuch more than you think.

Idea #27

• Have an elevator pitchready to go at anymoment.

• Start conversations withstrangers everywhere–you never know who youmight be talking with.

Idea #28

• Customer reviews canmake or break you beingselected by a customerwho is searching online.

• Train technicians orsomeone making servicework follow-up calls to askyour customers forreviews on Google, Yahooand Bing.

• Make the process as easyas possible to complete.

Idea #29

• Send a thank you note at least once per week to acustomer, employee or supplier that helped youout.

Idea #30

• Use Flat Rate Pricing.

• Customers like it betterthan T&M, it solvesmany headaches relatedto tech productivity andaccounting and it forcesyou to know your costs.

Idea #31

• Don't spread yourselfthin when offeringproducts/services toyour client.

• Taking on too muchimpacts quality andeffectiveness and yourclients will notice.

• Stay focused on whatyou are good at. Youcan always partner withsomeone else for theother services.

Idea #32

• Develop a Mobile Website

Idea #33

• In 2011, 10% of all US internet traffic was via a mobiledevice. In 2012 – 20%.

• Relatively cheap to create, and even new constructioncompanies can benefit.

• Companies that canhelp - Yodle, MarketHardware, etc.

• Stay Above the Fold

• Visitors to your websiteshouldn't need to scrollto find the info theyneed.

• To get best results, keepyour call to action abovethe fold of your webpages. This helps visitorsfind what they arelooking for quickly andencourages them to takethe action you desire.

Idea #34

• Credit Card Processing

Idea #35

• Get your rates re-quoted every year.

• Seek out the lowest pricing with best features – who isoffering the best value?

• Don't lose a sale because a customer can't contactyou.

• Customers find your business in many places, but theycan't buy from you if they're calling the wrong numberor visiting the wrong address.

• Make it a point to review all of your online listings. Ifthe info is not accurate, take the time to update it.

Idea #36

• E-mail Marketing Tools

Idea #37

• MailChimp.com – “More e-mail marketing tools thanyou can shake a banana at.”

• ConstantContact.com – Awide variety of templates touse and training courses heldaround the country.

• Are Your Customers FinanciallyHealthy?

Idea #38

• Pay attention when your customerssuddenly change their behavior,specifically when it comes to theirfinances.

• Paying their bills late or asking formultiple extensions could be a cluethat something’s up.Understanding their circumstancescan help you make better decisionson how you work with them,before it starts to affect yourbusiness.

• Techs With iPhones/iPads

Idea #39

• Techs can check manufacturerswebsites for troubleshootingguides, specs, etc. Have as manypreloaded as possible.

• Multiple apps available to allowtechs to swipe credit cards.

• Allows company to communicateeasily with techs via e-mail.

• Use e-mail groups to get word outquickly.

• Understand Partner Risk Upfront

Idea #40

• Screen potential partnersbefore you conduct businesswith them.

• Do quick research todetermine their financialstability and credit rating –both could be indicators oftheir ability to pay.

• For high risk partners, ask for payment in advance. Forlow risk partners, offer extended payment terms.Knowing this information upfront will help youprotect your business cash flow.

• Techs With iPhones/iPads

Idea #41

• Company can control Internet usage, do live updates,push documents to, control emails, can add/delete apps,restrict websites, restrict apps of a certain size, read textmessages, etc.

• Software called AirWatch. It’s a MUST to handle thatmany devices.

• e.g. - Pricebook is on Techs iPads in pdf format, we canchange the price of one item or the whole book and pushthat PDF back out to their iPads without them evenknowing!

• Test Your Advertising

Idea #42

• Incorporate ways to track and testads with your customers to seewhat resonates. Use differentlanding pages for each type of ad(online, print or otherwise) andmonitor which receives the besttraffic and converts the best.

• By testing your ads, you get a senseof which version brings in yourtarget audience the most effectiveway!

Idea #43

• Google.com/voice

• Use Google voice with your existing phone number and itwill transcribe your voicemails & send them to you viatext message or e-mail. Much more too!

• skype.com

Idea #44

• Granddaddy of VoIP (online calling).

• Make free video calls home to seethe kids when on the road.

• Make free calls to any other Skypeuser - with their smartphone apps,as long as there is a dataconnection, you never use planminutes.

• Can call mobile and landline phonesfor very low rates.

• Can do group video calls.

• Close the Deal More Often

Idea #45

• Make sure you’re selling tothe decision-maker orsomeone who influences thedecision-maker.

• Before the meeting, confirmthat they need your offeringand have the budget.

• Don’t waste time pitchinggoods & services to peoplewho either can’t say orinfluence the “yes”.

• Need a New Website? - SnapPages.com

Idea #46

• SnapPages is the easiest way to create your own websiteonline. With simple drag and drop tools, you can have yournew website up and running in no time.

• Build a simple but professional quality website that you cancompletely update and maintain with no hassle. $8/month

• QR Codes

Idea #47

• You can generate QuickResponse (QR) codes frommany web sites.

• Marketing - directing to awebsite OR just a pre-loadedcontact info.

• Use anywhere you can savepeople using a mobile devicethe time of typing a longaddress or data list.

• Can be built into images.

• Create an Employee Handbook

Idea #48

• Even if you only have a fewemployees, create anddistribute an employeehandbook.

• This makes it clear what youexpect from employees andwhat employees can expectfrom you.

• For more info, visit the SmallBusiness Administration atsba.gov and search for"employee handbook."

• Online To-Do List Keeper

Idea #49

• RememberTheMilk.com

• Need something to remindyou about all the stuff thatneeds to get done?

• App for your phone oriPad/tablet to keep your listsorganized.

• iPhone Life Magazine

Idea #50

• For heavy Apple productusers, subscribe to iPhoneLife Magazine, or at leastthe email.

• Newsletter for hints andtricks and the newest apps.

• Ask the Right Interview Questions

Idea #51

• Ask questions that help youunderstand the character ofthe candidate.

• Asking a potential employee,“How would your friendsdescribe you?” is a goodplace to start.

• Watching how they answera difficult question is a goodindicator on how theyperform under stress.

• Use askmeevery.com to track simple information. Itsends you an e-mail or text message with a question.

Idea #52

• Reply with the answer and the site will chart the data.

• This can be used to track everything from service callscompleted, to miles walked, money spent on lunch out,anything.

• Get Paid on the Spot

Idea #53

• Consider using a mobilepayment device.

• Free credit card readersconnect directly to youriPhone, Android, or iPad andaccept most major creditcards.

• For a small transaction fee,you can take the customer’spayment right away and getyour money fast.Source: PCWorld Magazine, Sept. 2012

• New employee orientationprograms

• Compare yours vs. ArmedForces.

• They spend 8 weeks doingintensive training so thateveryone can make decisionson their own in real time.

• Recruits know the culture andintent of leadership and areempowered to make their owndecisions that support theorganization’s mission.

Idea #54

• The Three Ring Rule

Idea #55

• Don’t keep customershanging – answer the phoneby the third ring.

• Customers will appreciateyour prompt and efficientservice.

• Establishing standards ofservice are key in increasingand maintaining customersatisfaction.

• Use mint.com totrack your personalfinances.

• For smallcompanies, it mayalso be an optionfor trackingbusiness expenses.

Idea #56

• line2.com is acompany that will letyou add additionalincoming phone linesto your cell phone ortablet. This way, youcan have a personaland a work line ringto the same phone.

Idea #57

• It uses wi-fi or data connection first to avoid using yourcell plan minutes, but can switch over to cellular ifneeded to preserve call quality. Many other features alsoavailable.

• Follow-Up with Customers (Happy Calls)

Idea #58

• Always reach out to newcustomers after a purchase andask for their feedback on theexperience.

• This is a great opportunity for youto double check your level ofservice, identify any issues andbuild on your company’s image.

• Closing the loop with newcustomers is also a good way toencourage repeat business!

• Need IT Help?

Idea #59

• When you have a computerproblem, visit Crossloop.com.

• Do a search for a technicianwho has experience in thatarea, let them take over yourscreen & fix the problem.

• Rates are $25/hour & up.

• Until Faxes Finally Go Away…

Idea #60

• Efax.com/efax-free

• Provides you with afree phone numberso that you canreceive faxeselectronically.

• Additional optionsand ability to sendfaxes with a $14monthly fee.

• Support Your Community

Idea #61

• Show your appreciation forthe community that supportsyour business by regularlygiving back.

• Volunteer for a good cause,shop locally, or host afundraiser for a charity.

• By giving back to yourcommunity, you showcustomers that you careabout more than just yourbusiness.

• Need a Freelancer?

Idea #62

• elance.com or Guru.com

• Just create a projectdescription and put it outfor bid on these sites.

• Affordable prices and youtypically do not pay untilthe project has beendelivered.

• No More Texting and Driving!

Idea #63

• dial2do.com

• Text Messaging - send SMS byvoice

• Email - send, listen & reply by voice

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