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Speaker 1: Hey folks, Paul Abernetti here. Today's episode is about one

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off jobs to lifetime client, the contractor's blueprint for the

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repeat business that's going to get you golden in the

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new year in twenty twenty six. So let's talk about

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it that on today's Master the NEC podcast.

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Speaker 2: Welcome to the Master of the NEC podcast, the ultimate

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destination for anyone passionate about the electrical trade. Whether you're

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a season electrician, an eager apprentice, or just someone who

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wants to dive deep into the world of electrical work,

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you've come to the right place. Join your host, Paul Abernavi,

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a true authority in the industry with over thirty eight

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years of trade experience, as he electrifies your mind with

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in depth discussions, expertips, and valuable insights that.

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Speaker 3: Will keep you ahead of the curve.

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Speaker 2: Each episode, Paul will illuminate the complexities of the trade

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de code, the National Electrical Code, and share the latest

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industry trends, all while empowering you to take your electrical

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career to the next level. So gear up, plug in,

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and get ready to supercharge your knowledge because with the

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Master of the NEEC podcast, the power is in your hands.

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Speaker 3: Now get ready. Here is your host, Paul Abernavi's What up, everybody?

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Speaker 1: Welcome to another episode of Master the NEEC podcast where

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I talk about all things electrical, electrical contracting and you

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know what, all things revolving around you being contractor and

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trying to make it in today's world. So sit back, relax,

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and we're going to talk a little bit about the

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contractor's blueprint to repeat business. As you heard, a lot

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of times, we spend a lot of money trying to

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get that return on investment.

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Speaker 3: Right.

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Speaker 1: You do your marketing, you're advertising, you're trying to get

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your business to grow, and you've got customers. You've got

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a good customer base. We're not talking about just starting

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from scratch where you have no customer base. So to you,

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the folks out there, the ones that have been in business,

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are trying to grow their business.

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Speaker 3: Into the new year.

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Speaker 1: Look, most contractors think they need more leads, but the

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truth is you're probably already standing in a home or

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a building of somebody who might spend tens and thousands

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of dollars with you over the next decade if you

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know how to keep them. Today, we're gonna break that

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down and we're gonna turn every customer into a client

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for life. So again, for those that aren answers that

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are familiar with the show are not. My name's Paul

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Abernathy and I am the host. And today we're gonna

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dive into those most underrated skills in the contracting world,

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and that is how to take that single project and

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turn it into a lifelong relationship. Because the truth is,

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contractors don't go broke from lack of work. They go

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broke because they never build a real customer base that

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they can rely on. They're just worrying too much about

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the one off customer and you have to constantly keep

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feeding that beast in order to grow your business. When

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you realize that if you set the tone up front,

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cultivate your customer into a lifelong customer and get the

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proper information from that customer that you can curate that

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into a relationship that can make you money over and

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over and over again. So things we'll talk about now

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wise repeat business is the contractor's golden goose.

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Speaker 3: Okay, what are we talking about.

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Speaker 1: Well, it costs five to seven times more to acquire

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a new customer than to keep an existing one that

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you've already worked hard to get right. A returning client

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buys faster, argues less, and trusts you more because you

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are now a trusted, reliable source. Repeat customers are free

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marketing machines. Their referrals out convert paid ads every day

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of the week because they are a walking, talking testimonial.

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Speaker 3: Right, So let me give you some examples here.

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Speaker 1: For an electrician, a homeowner who calls you for a

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panel upgrade today could call you for an EVY charge

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your installation later. Maybe a hot tub application where they

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need a feed or brand circuit for a hot tub.

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Maybe they're doing a remodel on their current project, finishing

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a basement, finishing off the attic. You want to be

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fresh on their mind, because again, people's minds tend to

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wander and they'll forget about you if you're not considerably

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invested in them remembering you. What about generator installs, Hey,

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what about thermal imaging? You've heard me talk about it.

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Offering thermal imaging services to your customers being they check

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ups every six months to a year, selling them on

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a maintenance program to keep all the stuff well running.

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Checking everything. With thermal imaging, you can get temperature stamps

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on things like the air handler units and motors and

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all that kind of stuff that kind of promotes ongoing

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maintenance and of course annual maintenance programs depending on whether

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it's a residential.

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Speaker 3: Or commercial customer. The fact of the matter is if

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you don't build.

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Speaker 1: Onto that already established relationship and offer them value, whether

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it's just follow up calls, whether it's newsletters, whether it's

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checking on them, things like that, then you're missing the

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boat because that's five to twenty thousand dollars of future

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revenue that's sitting in the same driveway that you've already

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been parked in before you've already been there. Okay, now,

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let's think a little bit about the psychology, the psychology

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of why a customer returns. Right, So, there's three reasons

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customers stay loyal. Number one reassurance. People fear being ripped

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off or ignored. When you reduce those fears, they bond

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to you. How many times if you as a contractor,

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and I know you hate this because I see it

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all the time on social media, you know, next door,

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your local somebody posts something and says, hey, can anybody

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recommend a reliable and then the next thing, you go cheap, affordable, electrician. Well,

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me and my brother laugh about this all the time

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because you know, there's cheap electricians and then there's good electricians,

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and there's a difference. Okay, there's cheap and there is

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a value type of electrician. There's a difference here. Do

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you want the cheapest, do you want the best? Do

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you want the good?

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Speaker 3: What do you want?

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Speaker 1: So when people post things on social media, they want

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this reassurance, and so the first thing they do is

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they'll post they want it to cheap. The don't want

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to pay nothing. They don't know your rates, they don't

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know what you charge. But immediately they just think they're

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gonna get ripped off.

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Speaker 3: They do.

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Speaker 1: That's just the nature. Now, once you get that customer.

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And my brother is a masterful at this because everybody

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loves him. He never gets anything less than five stars.

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They love him because he understands this. So he makes

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them feel comfortable. He doesn't rip them off, He offers

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them and he also doesn't go in there with a

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pricing scheme that's going to rip them off. One time

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and they never call him back. You know, he goes

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to a customer and he uses that customer. They call

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him multiple, multiple, multiple times it's a revenue generator because

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they form this reassurance.

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Speaker 3: And this trust. The next thing is familiarity.

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Speaker 1: Once a customer feels like they know you even a little,

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they prefer you over a stranger. They already know who

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you are, they know what to expect. Don't underestimate the

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power of getting to know somebody. The familiarity of getting

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to know your customer a little bit. That rapport, that

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one on one, that feeling that they can trust you

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goes a long way the moment that they have something

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happen and they need your assistance. You want to be

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the person they think of. You have to nurture that.

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You have to build that trust, that familiarity with you.

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And there are many ways that you can do that,

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many ways to do it, but you have to build

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that because they want you before they have to start

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this relationship with a stranger. Again, I can give you examples.

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It's like going to work somewhere and you work really

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hard to get everybody to understand what you know and

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to trust in you and realize that you're a reliable

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source of information, and all of a sudden people leave

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where you go to a new job, or you go

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somewhere else, and you know what, you have to start

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over again.

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Speaker 3: Trust me.

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Speaker 1: You know you felt this before. Now you're like Jesus,

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I just got these people trained. That's what we're thinking about.

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We just got these people trained.

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Speaker 3: They understand.

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Speaker 1: They leave me alone because they know they trust me.

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Now I gotta do this all over again. I gotta

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make them familiar with me and understand.

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Speaker 3: Me and trust me all over again.

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Speaker 1: It's a lot of work, but if you do this

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with a client, they will trust you. You don't have

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to reinvent the wheel each time. They're already familiar with you.

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You already put this reassurance in their mind. Next confidence.

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Look when you're there on the job and you explain

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the code, you explain safety, you explained the risks clearly,

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you become the expert they do trust. This is why

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it's so powerful when it comes to thermal imaging and

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being able to work that into your business profile. If

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you're a contractor and I have plenty of HVAC guys

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that are in our thermal program, because you develop these

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things that you can show the customer, and you have

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all these tools at your disposable that they will look

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at and go that's amazing because I can actually see

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what you're talking about. This builds trust, This builds confidence.

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This is where anyc authority gives you this massive advantage

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over an average contractor the knowledge that you possess. But

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it's how you use it properly. And there's so many

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people that do this improperly. They don't know how to

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communicate with a customer, they don't know how to convey

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the information, they don't know how to work with a customer.

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And you know what, you get employees that think, look,

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I'm just here to get a paycheck, and that is

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the wrong kind of employee that you want. You need

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employees that are invested in your company just like you are.

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Because as you grow, they grow, they get reliable source

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of work, work, they bring income into the company.

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Speaker 3: You're able to give them bonuses and treat them well.

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I hope that you do.

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Speaker 1: This is a circular thing, okay, but that's the philosophy

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of why a customer returns. The reassurance, the familiarity, and

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the confidence that you've instilled in them. You have to

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work on those three things to be successful, especially when

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you want return repeat business. Now, there's five touch points

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that convert any one time job into a long term client.

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Speaker 3: Okay, you're ready.

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Speaker 1: Whether it's residential, whether it's commercial, it doesn't matter. This

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is the core teaching of this episode. Okay, So we

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need to break this down very closely into the five

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touch points that are critically important for you to learn

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and be able to convey. Number one, okay, is a

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simple message communicates Okay, simple pre arrival text or call

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before you go to a project. If it's a service,

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call in somebody, even if they already know you're coming.

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Send them a text, give them a quick call before

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you head to their house and say, hey, this is

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Paul with Electrical Code Academy Services. I'm on my way

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and I will arrive in about twenty minutes. And don't worry,

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we'll go over everything. I'll make sure you understand it,

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not a problem.

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Speaker 3: What does this do well?

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Speaker 1: So many people forget about a pre arrival text or call.

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It only takes a second out of your time. Whether

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you do it somebody in your office does, it just

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takes a second. This message gives reliability, professionalism, there's no surprises.

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Speaker 3: Okay.

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Speaker 1: This alone this number one touch point. If you incorporate

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this into your business sets you apart from nearly ninety

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percent of the other contractors out there. And I ain't

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bullshitting' you. You look in the mirror. Do you call

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your customer before the service call? Do you give them

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a one up so that it's very professional, let them

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know you're coming.

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Speaker 3: Do you do that?

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Speaker 1: If you do that, you're already ahead of probably the

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vast majority of the contractors that are out there. Really

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number two, touch point two the education moment. This is

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where a trust is built. So during the job, there's

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many people who say, leave me alone, I don't want

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to talk to anybody.

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Speaker 3: I want to get in my little cocoon.

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Speaker 1: I'm there to fix your issue and get the hell

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out because that's what I'm getting paid to do. Folks,

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if you're the owner of the business or you're the manager,

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you need to work with your staff. It's not going

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to come naturally. You have to work with them because look,

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when they're on that job. During the job, explain why

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things are done a certain way. For example, here's what

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the NEC requires, Here's why this is a safety concern.

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Here's the long term solution, not just a quick fix

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patch to your issue. People can respect that this frames

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you as a consultant, not as purely just labor that's

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being hired to come out there to fix a widget.

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It conveys to them that you're keeping them invested in

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this process. Okay, people don't fire consultants, they hire them.

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Speaker 3: They fire laborers. Okay, I'm just.

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Speaker 1: Saying you need to be artful and understand, don't bullshit,

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and give them the information, and you need to do

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it in a way that they can receive it. This

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is why we spend a lot of time in our

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thermal imaging program. There's a module in our thermal imaging

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course to be a certified thermal Electrician. There is a

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specific module that's in there that talks about how to

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work with customers because it is critical so that you're

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not trying to sell them smoking mirror that you're actually

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showing them verifiable information. This can go the same way

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whether or not you're clicking airprobe on a conductor and

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showing that they're overloading it and that's the reason they're

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breaker's tripping, or why their GFCI is tripping, or why

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it needs to be replaced or anything like. There is

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valid reasons to do what you do now I'm sure

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people have seen those horror stories on the Internet or

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whatever where somebody gets ripped off and they don't provide

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the information to the customer.

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Speaker 3: They just give them this enormous bill.

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Speaker 1: Don't be those people, because you're going to ruin that customer,

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and that customer is going to be a gold mine

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and you don't have to even work that hard for it.

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Speaker 3: You become a trusted source. I'm telling you.

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Speaker 1: When I was back in McKinney, I don't do hvac,

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but I had a guy and every time I needed

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something done, whether it's cleaning my hvac or coming and

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put the free on in it, or refrigerating it or

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doing something.

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Speaker 3: On it, that was my guy.

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Speaker 1: Even if there's stuff that I could do, I had

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a guy that would do these different things.

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Speaker 3: I trusted him. So my brother is the same way.

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He is trusted by so many people.

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Speaker 1: When I was a contractor, there's people that trusted me

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because I wasn't here to bs them. It's don't underestimate it, folks,

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but you got to learn to can they explain.

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Speaker 3: You got to educate. People say, well, I'm not an educator.

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The hell you're not.

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Speaker 1: And if you can't educate something as a technician, then

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you need some training. You need to get in our

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fast tracks program or something. You need to do some

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extra training because that is your job, is not only

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a fixer, but an educator, because a customer is paying

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good money and they want to know what they're paying

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for today.

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Speaker 3: Touch point three a final walkthrough.

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Speaker 1: Most contractors finish the work, they get their money, and

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they leave.

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Speaker 3: But let me tell you something. This is a critical moment.

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Speaker 1: When you've already done the work, you're cleaning up everything,

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you put everything in the truck. You walk back and

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you go, okay, let me walk you through what we've done,

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or walk you through maybe an inspection report that they did,

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or maybe a thermal imaging report or whatever you've done.

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Take the time before you leave, train your staff to

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do a professional final walkthrough and say, look, this is

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what we did, this is what we fixed, this is

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what you may need to do for preventive maintenance. All

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these times, here's my recommendations. No heart sell, okay, no

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herd sell. You say, look, most contractors finish the work,

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they just leave, that's it. But walk the customer through

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what was fixed, what still needs attention, What preventative maintenance

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saves them in the long term. Share any photos, thermal images,

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anything that you took that can clearly show the difference.

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And of course any recommendations that you may make to

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them that they may need for a few maybe they

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don't need something right now. Be honest, be honest, but

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make sure they have this at their fingertips and then

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make it easy for them to know how to get

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back in touch with you.

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Speaker 3: You folks have heard me talk about.

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Speaker 1: The use of electronic business cards or link trees, or

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these little things that I have on my hat, these

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little QR code clips that clip on your hat. Dude,

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this is just not Paul trying to sell you little widgets.

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There's a reason for this. You get the customer to

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scan this and they can pay directly from the scan.

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But it also allows you to be able to get

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access to put links right.

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Speaker 3: On their phone.

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Speaker 1: And if you work it properly, and you know a

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good reliable plumber, mechanical, an inspector whatever, you can have

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them on there as well and you can tell them, look,

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you trust me, I trust these people. These are your people.

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And if you work with the other people that you're

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referring and get them to do the same for you

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and you understand how.

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Speaker 3: To do it.

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Speaker 1: That's like be an I baby, that's like business networking international.

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Speaker 3: It's it's it's golden.

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Speaker 1: But you say I don't have time for that, then

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you have no time for money because you're in business

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to make money. And if you're sitting there making excuses

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because you're too lazy to do something that's going to

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reap rewards, then you know what, I can't help you.

342
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You just let your business faller. You can just be

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happy with what you're making and not grow your business.

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Speaker 3: That's up to you.

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Speaker 1: I I can lead you to word, but I can't

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make you drink right. So one of the things that

347
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you could say on that walk through is, look, everything

348
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is working great now. In the next year or so,

349
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i'd like to I'd like an eye on the X,

350
00:19:43,839 --> 00:19:46,720
Y and Z, and don't worry if anything comes up,

351
00:19:46,799 --> 00:19:49,519
I'll take care of it for you. If you want

352
00:19:49,519 --> 00:19:51,680
to scan this QR code right here, it'll put a

353
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quick little app right on your phone. It also has

354
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my recommendations for a plumber, mechanical inspector, a a foundation

355
00:20:00,920 --> 00:20:03,400
guy or whatever, and they will all be for you.

356
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These are all my trusted sources. You can also pay

357
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my bill right here on the on it as well. Uh,

358
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and you can you know, here's how you can pay

359
00:20:11,839 --> 00:20:14,079
me if you want to pay me electronically. There's so

360
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many ways that you can do this. But you're giving

361
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them a reason to look at you, call you and

362
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trust you, and then trust the other people that are

363
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in your network.

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Speaker 3: It just takes a little work, folks.

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Speaker 1: I can tell you one of the first things that

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I tried to do when I got here back to

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Virginia is I tried to find and I just found

368
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one the other day. I try to find HVAC guy

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I can trust. You know, obviously I got electrical take

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care of trying to find. I've got a builder that

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I trust. I got a sighting guy that I trust.

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Try to find these people that you can grow their business,

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bless them with a referral if they will do the

374
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same for you if needed.

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Speaker 3: That's what you need to be doing. Okays.

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Speaker 1: You got to work at being successful, folks. It just

377
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doesn't come you snap your fingers and that's it.

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Speaker 3: You got to work at it. I want to see

379
00:21:04,319 --> 00:21:07,440
you all be successful. Okay.

380
00:21:07,839 --> 00:21:12,680
Speaker 1: Touch point five the forty eight hour comfort check, call

381
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or text. Okay, So this is the one thing contractors

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never do, and it's the number one thing that makes

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customers fall in love with you. For example, send them

384
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a text say just checking in to make sure everything

385
00:21:26,559 --> 00:21:29,880
we did is working perfectly. If you have any questions,

386
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I'm here to help you. Why is that so important?

387
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Why is that one little thing so important?

388
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Speaker 3: One?

389
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Speaker 1: Because your your competition ain't doing it. It's not doing it.

390
00:21:41,279 --> 00:21:43,599
They say they're too busy to have this. You can

391
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have this actually saved on a note in your phone

392
00:21:46,839 --> 00:21:51,960
where you just cut and paste it. It's that easy simple.

393
00:21:53,400 --> 00:21:56,119
In some cases, you can even have it automated through

394
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your office. After a project's completed, it's out this notice

395
00:22:02,160 --> 00:22:03,079
after a couple of days.

396
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Speaker 3: It's just it. It's just good business, folks.

397
00:22:06,759 --> 00:22:10,960
Speaker 1: Why is this Because people judge contractors based on reliability, communication,

398
00:22:11,200 --> 00:22:16,920
and care, This one hits all three. You're reliable, you're

399
00:22:17,039 --> 00:22:19,480
checking up on them, you're making good communication.

400
00:22:19,640 --> 00:22:21,920
Speaker 3: And you know what, at the end of the day,

401
00:22:22,000 --> 00:22:24,200
you didn't just take their money and ran. You care?

402
00:22:24,880 --> 00:22:27,319
So many people out there say, but I care, I care?

403
00:22:27,480 --> 00:22:29,799
Speaker 1: Do you really or did you just take the money

404
00:22:29,799 --> 00:22:32,519
and run you're like, shit, I don't want to go

405
00:22:32,559 --> 00:22:36,680
back to that job again. But do you care that's

406
00:22:36,680 --> 00:22:40,920
a difference. Okay, that's a difference. So that's a touch

407
00:22:40,960 --> 00:22:44,599
point four. Go back, replay this if you didn't get it,

408
00:22:44,599 --> 00:22:51,119
it's the forty eight hour comfort check. Next touch point five,

409
00:22:52,759 --> 00:22:54,400
that's the annual check in.

410
00:22:55,200 --> 00:22:57,519
Speaker 3: This is where the real money is. Folks.

411
00:22:58,240 --> 00:23:02,079
Speaker 1: One year later, send this to for example, say hey, Susan,

412
00:23:02,160 --> 00:23:06,440
this is Paul with SO and so Electric Electrical Code Academy.

413
00:23:06,519 --> 00:23:10,400
Last year we upgraded your panel this time. This time

414
00:23:10,440 --> 00:23:14,119
of year is great for a quick thermal scan, a

415
00:23:14,200 --> 00:23:18,079
system check. Make sure there's no termination issues because they

416
00:23:18,119 --> 00:23:21,519
can come loose over time with expanding and contracting the heat.

417
00:23:21,920 --> 00:23:23,440
We just want to make sure that you don't have

418
00:23:23,480 --> 00:23:25,680
an issue where power goes out in the middle of

419
00:23:25,680 --> 00:23:27,559
the night on a weekend. It's always going to be

420
00:23:27,640 --> 00:23:29,960
Murphy's law. Let me know if you'd like me to

421
00:23:30,000 --> 00:23:33,119
schedule that, and we're offering a special to you because

422
00:23:33,160 --> 00:23:35,960
you're an existing customer. Get in and get out and

423
00:23:36,000 --> 00:23:38,119
we can check and make sure everything's still going good.

424
00:23:38,160 --> 00:23:43,240
Be preventative. So many people forget that there is a

425
00:23:43,359 --> 00:23:47,839
way to do it. Boom. You just converted a pass

426
00:23:47,920 --> 00:23:51,000
client into an ongoing revenue stream. That now all of

427
00:23:51,039 --> 00:23:53,680
a sudden, you remember, in fact, you could say, hey,

428
00:23:53,839 --> 00:23:55,720
you remember when we were there. We put this quick

429
00:23:55,759 --> 00:23:59,400
app on your phone, just one click. You can schedule

430
00:23:59,440 --> 00:24:01,920
an appointment, we can get out there and give a

431
00:24:01,960 --> 00:24:04,680
quick thermal scan, make sure the panel's doing okay, all

432
00:24:04,720 --> 00:24:10,160
that kind of stuff. Very simple, easy, peasy, right, all

433
00:24:10,160 --> 00:24:15,319
that kind of stuff. So again, this ties into your

434
00:24:15,759 --> 00:24:19,920
you know, the understanding that you're branding now and you're

435
00:24:19,960 --> 00:24:23,119
making these these follow up calls. You're you're you're you're

436
00:24:23,119 --> 00:24:27,799
setting a tone, right, You're setting the tone, and that's

437
00:24:27,839 --> 00:24:32,160
what you want to do, right, set the tone. All right,

438
00:24:33,839 --> 00:24:36,119
let's talk a little bit now, because those are those

439
00:24:36,160 --> 00:24:38,039
touch points that we talked about. Now, let's talk about

440
00:24:38,119 --> 00:24:44,359
building a customer's database that actually works. Okay, So use

441
00:24:44,400 --> 00:24:50,160
a simple CRM, whether you're using house Call Pro, Jobber Service, Titan,

442
00:24:50,480 --> 00:24:56,160
or even just a simple spreadsheet, whatever you're using. Basically,

443
00:24:56,319 --> 00:25:01,039
you're creating a database and it needs to be searchable database,

444
00:25:01,079 --> 00:25:04,680
and it needs to have email and mailing addresses so

445
00:25:04,720 --> 00:25:08,559
that you can do your annual followups. Right now, what

446
00:25:08,640 --> 00:25:11,960
you want to record, is the name, address, email, any

447
00:25:12,079 --> 00:25:15,119
notes about what was done on the project, any notes

448
00:25:15,160 --> 00:25:18,000
about any of the recommendations or preventative maintenance, anything that

449
00:25:18,079 --> 00:25:21,920
you recommended for the future, those type of things. You

450
00:25:21,960 --> 00:25:23,920
want to make sure you keep track of all of that.

451
00:25:25,039 --> 00:25:28,519
In fact, use even a box for tags that let

452
00:25:28,599 --> 00:25:33,640
you know quickly what you noticed that you may see

453
00:25:33,640 --> 00:25:35,799
in the future they may need whether it was that

454
00:25:35,839 --> 00:25:37,680
you did the panel upgrade that would be good for

455
00:25:37,799 --> 00:25:44,799
thermal imaging at twelve months haven ev charger their promotion eligible.

456
00:25:45,559 --> 00:25:47,759
Maybe they have an unfinished basement while you're there and

457
00:25:47,759 --> 00:25:49,440
you're thinking, you know what, they may want to finish

458
00:25:49,440 --> 00:25:52,240
off that basement at some point, and so I'm going

459
00:25:52,279 --> 00:25:54,119
to make a note here. It's another way I follow

460
00:25:54,160 --> 00:25:55,920
what with them in case they're ever interested put that

461
00:25:56,000 --> 00:25:59,519
little birdie in their mind about finishing off the basement

462
00:25:59,640 --> 00:26:04,160
or doing something like that. Anything that you record about

463
00:26:04,359 --> 00:26:07,599
maintenance that you recommended, definitely you want to put that

464
00:26:07,680 --> 00:26:08,039
in there.

465
00:26:08,599 --> 00:26:09,119
Speaker 3: Definitely.

466
00:26:09,839 --> 00:26:14,480
Speaker 1: It lets contractors mark it intelligently because you know you've

467
00:26:14,519 --> 00:26:17,000
been in there, you've seen it, You've know the recommendations

468
00:26:17,000 --> 00:26:21,039
that you've made, you know the property. Keep track of it.

469
00:26:22,519 --> 00:26:25,279
This database is going to be great because this is

470
00:26:25,319 --> 00:26:28,480
a lead again that you already have, and you've already

471
00:26:28,480 --> 00:26:31,960
identified things that they need done or potentially need done.

472
00:26:32,119 --> 00:26:33,799
Speaker 3: You don't have to work that hard for it. All

473
00:26:33,799 --> 00:26:34,640
they can say is no.

474
00:26:36,160 --> 00:26:38,559
Speaker 1: But the moment you send that and something happens and

475
00:26:38,559 --> 00:26:40,519
they'll be like, oh, you know what, I just got

476
00:26:40,519 --> 00:26:43,119
this letter, I just got this note, I just got

477
00:26:43,119 --> 00:26:45,759
this text or this email. I just got this letter

478
00:26:45,759 --> 00:26:50,480
in the mail. I need them now. And always remind

479
00:26:50,480 --> 00:26:52,759
them that you put the app on their phone, or

480
00:26:52,799 --> 00:26:55,359
give them a website, or give them the actual address

481
00:26:55,440 --> 00:26:57,240
to the app if it's like a link tree address.

482
00:26:57,799 --> 00:27:00,640
Remind them that you're right here in case you need

483
00:27:00,680 --> 00:27:05,880
me and your trusted network of professionals. Folks, it works.

484
00:27:05,359 --> 00:27:11,480
I'm not blowing wind here, Okay. Now, up selling without

485
00:27:11,519 --> 00:27:15,839
being pushy. This is the one that people really struggle

486
00:27:15,880 --> 00:27:18,200
with because they say, dude, I don't want to be pushed.

487
00:27:18,880 --> 00:27:22,440
I don't want to push customers. I don't sales technicians

488
00:27:22,440 --> 00:27:24,799
hate this. As the owner, you're like, dude, I want

489
00:27:24,839 --> 00:27:27,920
to squeez squeeze out as much a return on investment

490
00:27:27,920 --> 00:27:30,759
as I can out of this lead. And the technicians

491
00:27:30,799 --> 00:27:33,000
like dude, I'm just an installer. Dude, I'm just a

492
00:27:33,079 --> 00:27:37,400
problem solver. But you got to remember every technician, whether

493
00:27:37,440 --> 00:27:39,759
you own it or you work for a company, you're

494
00:27:39,759 --> 00:27:43,480
a salesman. You're not selling snake oil. You're not trying

495
00:27:43,519 --> 00:27:47,400
to be pushy. You're making recommendations, you're documenting it, and

496
00:27:47,440 --> 00:27:50,519
you're following up. Those things will take care of itself.

497
00:27:51,359 --> 00:27:56,480
What you're selling is not selling a product. You're selling education.

498
00:27:57,480 --> 00:28:01,519
Show the client the risks or the code requirements, let

499
00:28:01,559 --> 00:28:04,200
them make the decision. For example, I could say this

500
00:28:04,279 --> 00:28:08,160
AFCI breaker replacement isn't required today, but based on the

501
00:28:08,200 --> 00:28:11,400
code cycle you're in, it may be required in the future.

502
00:28:12,039 --> 00:28:13,880
You may want to be aware of it, or it

503
00:28:13,960 --> 00:28:17,720
wasn't required at the time, but I recommend, and it's

504
00:28:17,720 --> 00:28:19,680
a reason it's in the code now. It's because it

505
00:28:19,720 --> 00:28:23,440
does enhance safety. So if you're doing follow ups on

506
00:28:24,000 --> 00:28:27,880
homes that maybe didn't have certain GFCI requirements, a FCI requirements, search,

507
00:28:27,960 --> 00:28:32,079
protect the devices, all these other type of things. Older

508
00:28:32,119 --> 00:28:35,319
breakers that really thermal imaging could play an integral part

509
00:28:35,480 --> 00:28:38,440
in in old systems that you know that do have

510
00:28:38,480 --> 00:28:41,279
a lifespan on them, which the manufacturers won't talk about,

511
00:28:41,319 --> 00:28:45,279
but there are certain things to be aware of. You

512
00:28:45,359 --> 00:28:48,599
have opportunity here, but you're not selling snake oil. So

513
00:28:48,640 --> 00:28:54,519
it's zero pressure, maximum trust, and mass maximum retention.

514
00:28:54,960 --> 00:28:58,960
Speaker 3: That's what we're going for. Don't be afraid to educate them.

515
00:29:00,119 --> 00:29:02,519
Speaker 1: You know, it's funny because most of y'all know that

516
00:29:02,559 --> 00:29:05,480
I worked for Uncle Wire in Prisman for years, over

517
00:29:05,519 --> 00:29:08,720
a decade now, and I tell people all the time.

518
00:29:08,759 --> 00:29:11,039
They say, well, Paul, how come that everybody that talks

519
00:29:11,039 --> 00:29:13,480
to you you're not a salesman, but they end up

520
00:29:13,519 --> 00:29:16,319
buying the products. And I'm like, it's because I'm not

521
00:29:16,400 --> 00:29:21,480
a salesman, but I understand my role in sales. So

522
00:29:21,880 --> 00:29:24,799
I'm just a believer that if I educate the consumer,

523
00:29:25,400 --> 00:29:28,599
they'll want it, not because I'm selling them. They'll want

524
00:29:28,599 --> 00:29:31,440
it because they need it and they understand it and

525
00:29:31,480 --> 00:29:32,359
they're educated.

526
00:29:33,079 --> 00:29:34,359
Speaker 3: That's why they invest in it.

527
00:29:35,359 --> 00:29:38,000
Speaker 1: That's a big difference than being just a hard, pushy,

528
00:29:38,319 --> 00:29:41,720
electrologue salesman. You get what I'm saying. There's a way

529
00:29:41,759 --> 00:29:44,720
to do it, but you have to educate them. If

530
00:29:44,759 --> 00:29:47,160
they don't believe you, that's on them. But you do

531
00:29:47,200 --> 00:29:47,920
your best.

532
00:29:47,680 --> 00:29:49,480
Speaker 3: To educate, not pushy sell.

533
00:29:50,519 --> 00:29:58,519
Speaker 1: Now let's talk about real world for examples that you

534
00:29:58,559 --> 00:30:00,920
may run into. For example, in a electrician performs a

535
00:30:01,000 --> 00:30:04,640
simple GFCI replacement during the walk through, Let's say that

536
00:30:04,720 --> 00:30:09,400
electrician notices early signs of panel corrosion or offers thermal

537
00:30:09,400 --> 00:30:12,079
imaging for free because he went to do a GFCI

538
00:30:12,200 --> 00:30:14,119
replacement and you're there, you get paid a minimum of

539
00:30:14,160 --> 00:30:16,920
one hour. You're there fifteen minutes, you replace the GFCI.

540
00:30:17,240 --> 00:30:21,359
You're ready to leave. You're thinking, but the owner's thinking, hey,

541
00:30:21,480 --> 00:30:25,240
wait a minute. If he leaves fifteen minutes in, I'm

542
00:30:25,279 --> 00:30:29,920
getting paid for an hour. That's beneficial to me. I'm

543
00:30:29,920 --> 00:30:34,440
here to re educate the owner. That is not the

544
00:30:34,480 --> 00:30:38,119
best use of that hour you're paying that technician. They're

545
00:30:38,200 --> 00:30:41,240
there for an hour, they could be doing a free evaluation,

546
00:30:41,519 --> 00:30:46,640
an inspection. Building that rapport with the customer on behalf

547
00:30:46,680 --> 00:30:49,440
of your company. Take advantage of it. Just don't get

548
00:30:49,440 --> 00:30:52,240
in there and replace it in fifteen minutes and say, oh,

549
00:30:52,480 --> 00:30:55,240
I get paid by we charge a minimum of an hour.

550
00:30:55,880 --> 00:30:58,440
That's when a customer looks at you and goes but

551
00:30:58,519 --> 00:31:02,559
you only hear fifteen minutes. You see what I'm saying

552
00:31:03,640 --> 00:31:08,559
give them their hour, but use it wisely. So for example,

553
00:31:08,599 --> 00:31:11,400
I'm there to replace a simple GFCI my brother, I've

554
00:31:11,400 --> 00:31:13,319
done it. I've gone and had to replace. I could

555
00:31:13,319 --> 00:31:15,319
have been done in fifteen twenty minutes. You're thinking, dude,

556
00:31:15,319 --> 00:31:16,799
I get my one twenty five an hour, but I'm

557
00:31:16,839 --> 00:31:20,480
only there fifteen minutes. That is not the mentality that

558
00:31:20,519 --> 00:31:22,480
you need to be in. Then you start thinking, yeah,

559
00:31:22,519 --> 00:31:23,720
but if I do it this way, I can get

560
00:31:23,720 --> 00:31:24,480
more jobs.

561
00:31:24,200 --> 00:31:25,960
Speaker 3: Done in the day. No you can't.

562
00:31:27,440 --> 00:31:31,599
Speaker 1: No, you can't, because if you leave early, there's always

563
00:31:31,640 --> 00:31:36,039
that expectation for the technician to lollygag around because you

564
00:31:36,079 --> 00:31:39,240
feel like, oh, I finished fifteen minutes early, I can

565
00:31:39,599 --> 00:31:41,680
rest on my laurels now before I get to the

566
00:31:41,680 --> 00:31:44,359
next project. Rather than if they leave in the hour,

567
00:31:44,440 --> 00:31:47,039
that means your time was already blocked out. To say, look,

568
00:31:47,279 --> 00:31:51,000
your hour here, and you've got thirty minutes to forty

569
00:31:51,000 --> 00:31:53,079
five minutes to get to the next project. It's already

570
00:31:53,079 --> 00:31:56,720
been baked in. So at the end of the day,

571
00:31:57,599 --> 00:32:02,400
it's just much more efficient to spend that time and

572
00:32:02,519 --> 00:32:06,279
give that customer what they're paying for. So if you say,

573
00:32:06,279 --> 00:32:08,400
in a walk through, do you notice there's early signs

574
00:32:08,440 --> 00:32:13,160
of panel corrosion, elevated heat, signs of thermal signature, that

575
00:32:13,240 --> 00:32:15,640
needs to have additional things looked at, or you see

576
00:32:15,640 --> 00:32:19,240
something else. Maybe the other areas that need GFCIs that

577
00:32:19,319 --> 00:32:21,400
don't have them even though they weren't required at the

578
00:32:21,440 --> 00:32:24,319
time it was originally built. But you're thinking, hey, I

579
00:32:24,359 --> 00:32:26,839
can tell you now they would be required in that location.

580
00:32:26,960 --> 00:32:28,000
Speaker 3: Why because it's.

581
00:32:27,880 --> 00:32:30,759
Speaker 1: Unsafe and you can and you're not selling snake old

582
00:32:30,839 --> 00:32:32,519
because it's a reason, it's in the code.

583
00:32:32,559 --> 00:32:34,079
Speaker 3: It's a minimum safety standard.

584
00:32:34,599 --> 00:32:36,799
Speaker 1: Just because it wasn't required at one time, it may

585
00:32:36,799 --> 00:32:39,440
be now that is open gain for you.

586
00:32:39,400 --> 00:32:40,640
Speaker 3: To make those recommendations.

587
00:32:40,680 --> 00:32:45,680
Speaker 1: Okay, So he explains it, he documents it, and he

588
00:32:45,799 --> 00:32:49,920
recommends a future service check a year later. Because you

589
00:32:50,039 --> 00:32:53,519
kept that database of information on that customer, the customer

590
00:32:53,599 --> 00:32:57,400
calls for a panel replacement, serve protection, whole house thermal inspection.

591
00:32:57,559 --> 00:33:00,200
You never know, but that one hundred and fifty fty

592
00:33:00,200 --> 00:33:03,559
dollar service call turns into a thirty five hundred job

593
00:33:03,640 --> 00:33:07,039
because of the education and the touch points that we

594
00:33:07,200 --> 00:33:10,680
previously talked about that you're spending with that customer that

595
00:33:10,720 --> 00:33:14,480
you worked so hard to acquire. You did you worked

596
00:33:14,480 --> 00:33:15,400
hard to acquire it.

597
00:33:18,359 --> 00:33:20,759
Speaker 3: Benefit from it. Now.

598
00:33:22,079 --> 00:33:27,160
Speaker 1: Remember, contractors don't grow because they find more customers. Contractors

599
00:33:27,200 --> 00:33:31,160
grow because they build relationships. If you want to stabilize

600
00:33:31,200 --> 00:33:34,799
your revenue, reduce stress, and build businesses that last, you

601
00:33:34,880 --> 00:33:37,400
better start focusing on your clients that you already have.

602
00:33:38,359 --> 00:33:44,200
Don't just finish the job, Finish the relationship that's important.

603
00:33:44,720 --> 00:33:50,079
Finish the relationship with that client, that customer that you're building. Okay, look, folks,

604
00:33:50,119 --> 00:33:53,599
if you enjoyed this episode, make sure you subscribe, share

605
00:33:53,599 --> 00:33:56,640
it with other people, Share it with another contractor somebody

606
00:33:56,640 --> 00:33:59,279
that can benefit from it. They don't have to be electrical, plumbing,

607
00:33:59,279 --> 00:34:02,240
mechanical building, link doesn't matter. Same principles apply.

608
00:34:03,079 --> 00:34:03,920
Speaker 3: If you want to learn.

609
00:34:03,799 --> 00:34:07,119
Speaker 1: About the National Electrical Code, visit us at Electrical Code

610
00:34:07,160 --> 00:34:09,880
Academy at fasttrackssystem dot com.

611
00:34:09,880 --> 00:34:11,159
Speaker 3: That's tracks Trax.

612
00:34:11,599 --> 00:34:14,360
Speaker 1: If you want to become a thermal imaging expert and

613
00:34:14,400 --> 00:34:18,079
get into our Certified Thermal Electrician program, go to Thermal

614
00:34:18,119 --> 00:34:20,840
Electrician dot com. We'd love to have you in the

615
00:34:20,880 --> 00:34:26,800
program to be able to add, you know, educated basis

616
00:34:26,840 --> 00:34:30,239
for thermography to your profile, not just guessing, not just

617
00:34:30,239 --> 00:34:34,320
looking at colors. Understanding what really it means h to

618
00:34:34,480 --> 00:34:36,679
use a thermal imaging camera, then you definitely want to

619
00:34:36,679 --> 00:34:40,480
get in our thermal Electrician program. I'm just saying, all right, folks,

620
00:34:40,559 --> 00:34:42,599
hopefully you got something out of the day's episode, learned

621
00:34:42,599 --> 00:34:45,639
a little something, share it with everybody. We look forward

622
00:34:45,639 --> 00:34:48,880
to you on the next episode of Master the NEEC

623
00:34:49,280 --> 00:34:51,840
and until next time, stay safe, God bless.

624
00:34:52,719 --> 00:34:56,039
Speaker 2: Thanks for tuning into another electrifying episode of the Master

625
00:34:56,159 --> 00:35:00,320
the nDEP podcast. We hope you're feeling more power up

626
00:35:00,360 --> 00:35:02,840
and ready to tackle the electrical world with the knowledge

627
00:35:02,920 --> 00:35:07,920
and confidence you need to succeed. Remember, in the electrical trade,

628
00:35:08,079 --> 00:35:10,639
knowledge is power, and we're here to make sure you

629
00:35:10,719 --> 00:35:14,039
stay plugged into the latest insights, tips.

630
00:35:13,480 --> 00:35:14,679
Speaker 3: And code updates.

631
00:35:15,719 --> 00:35:19,559
Speaker 2: If you enjoy today's episode, don't forget to subscribe, leave

632
00:35:19,639 --> 00:35:22,320
us a review, and share the podcast with your fellow

633
00:35:22,320 --> 00:35:28,039
electricians and industry pros. Until next time, keep your tools sharp,

634
00:35:28,360 --> 00:35:31,639
your circuits clear, and you're my focused because here at

635
00:35:31,639 --> 00:35:35,000
the Master of the ANEC podcast, we're all about sparking

636
00:35:35,039 --> 00:35:40,440
your success. Stay safe, stay smarked, and keep mastering the trade.

637
00:35:41,760 --> 00:35:44,519
From all of us here at Electrical Code Academy. Thank

638
00:35:44,559 --> 00:35:46,440
you for all your support and we will see you

639
00:35:46,519 --> 00:35:52,760
on the next Amazing Master of the NEC podcast episode.