Prime Resources Podcast: Recent Episodes
Business Development Resources (BDR)
BDR’s Prime Resources podcast is dedicated to providing you with the knowledge you need to help your business achieve Prime results - with Prime being the most flourishing stage or state.
In this episode of the Prime Resources Podcast, BDR Head Coach and Trainer Shaun Weiss discusses the concept of creating an avatar for a top-performing sales professional. An avatar embodies the characteristics and qualities that make a salesperson successful. Shaun identifies five key traits of a successful salesperson's avatar:
- Sales drive
- Empathy
- Toughness
- Observance
- Being process-driven
In this discussion, he emphasizes the importance of being competitive, needing achievement, staying optimistic, and mental and physical toughness. Shaun also highlights the significance of empathy without going to extremes and the value of being observant and process-driven in sales. He suggests using the avatar as a checklist for self-assessment and seeking feedback from coaches or managers to improve performance. Shaun encourages continuous learning and adaptation to stay fresh and avoid falling into a comfort zone.
Time Stamps* 00:00 - Defining the Salesperson's Avatar * 05:10 - Sales Drive and Competitiveness * 06:38 - Balancing Empathy * 08:32 - The Importance of Toughness * 11:26 - Being Observant and Process-Driven * 13:26 - Using the Avatar as a Checklist
In this episode of the Prime Resources Podcast, BDR Head Coach and Trainer Chris Koch discusses the opportunities and challenges of expanding into the light commercial market for residential contractors.
In the discussion, Chris highlights the vast size of the market, with nearly 6 million commercial buildings in the US, and emphasizes the potential in smaller owner-occupied buildings like medical offices, professional office buildings, veterinary clinics, and office conversions. He also stresses the importance of knowing your numbers, managing budgets, and not overselling your capabilities.
Discover how to take an intentional, strategic, and customer-focused approach to entering the light commercial market.
Time Stamps* 00:00 - Introduction * 02:18 - The Opportunity in Smaller Owner-Occupied Buildings * 08:24 - The Benefits of Commercial Maintenance Contracts * 12:51 - Utilizing Existing Team Members for Sales * 23:15 - Avoiding Pitfalls and Knowing Your Market * 29:58 - Taking Action: Getting Started in the Light Commercial Market * 33:13 - Conclusion
In this episode of the Prime Resources Podcast, BDR Head Coach Adam Skorstad shares how consistency in communication can result in success with your business and your team.
Adam tackles the lack of communication in most contractors' businesses, the importance of group communication, setting clear expectations, and how to communicate with employees who are not meeting the standards that have been set.
Discover how to level up communication within your business and best practices in building effective communication habits with your team!
Time Stamps* 00:00 - Introduction * 01:20 - Do most contractors properly communicate with their team? * 02:00 - What impact can consistent communication have on our team? * 07:00 - Scenarios that require group communication * 10:05 - Communicating to employees not meeting our standards * 15:55 - How can we be proactive in our communication? * 19:55 - Building the muscle of consistency in communication * 25:45 - Final thoughts
BDR Head Coach Paul Grizzle joins Prime Resources Podcast to discuss the importance of focusing on profit rather than just revenue in your business. Paul gives an overview of how these two key elements are different and outlines the breakdown of what makes up your revenue. Discover the importance of understanding the difference between the revenue and the profit your company generates and the action steps you can take to maximize profit - leading to freedom for you and your team!
Time Stamps* 00:00 - Introduction * 01:00 - Definitions of Revenue and Profit and How the Two Relate to Each Other * 09:30 - Why It’s Important to Move From Chasing Revenue to Banking Profit * 14:11 - Understanding What Makes Up Your Revenue - Cost of Goods, Gross Profit, Overhead, and Net Profit * 24:05 - Developing a Financial Understanding and Setting Baselines * 26:51 - Summary and Conclusion
In the ever-evolving landscape of HVAC solutions, ductless systems have emerged as a versatile and efficient option for residential and commercial applications.
In the latest episode of BDR's Prime Resources Podcast, listeners gain invaluable insights from BDR's Distributor Relationship Specialist and Trainer, Candy Cunningham. With her extensive expertise in the field, Candy delves into the burgeoning trends surrounding ductless systems and their remarkable impact on the market. She also provides actionable strategies for contractors to effectively highlight ductless options during the sales process, emphasizing the profitability potential that comes with incorporating these systems into their offerings.
Time Stamps* (00:56) - What trends are you seeing in the market around ductless? * (03:00) - Are most consumers aware of the ductless options available? * (05:45) - What are some of the best residential applications for ductless? * (11:17) - What are some of the different ductless product choices available? * (14:19) - How should contractors highlight ductless options during the sales process? * (21:28) - What can be the profitability impact of adding ductless to your sales offering? * (25:09) - Final thoughts
In this episode of the Prime Resources Podcast, BDR Head Coach Gwen Campbell joins the discussion on the importance of taking breaks while running a business. From defining the concept to practical tips for implementation, this insightful episode navigates the landscape of work-life balance for business leaders.
Time Stamps* (00:50) - About Gwen and her industry background * (01:59) - What does it mean to “take a break from your business?” * (03:37) - Why is it important for leaders to take a break? What are the positive impacts (personally and for the business)? * (08:42) - Do most contractors do this? * (10:56) - What do you tell someone who says they are a "workaholic?" * (17:09) - Are there ways that leaders can carve out little breaks during the work week? * (21:08) - What needs to be put in place to allow leaders to have more free time? * (24:10) - Final thoughts
In this episode of Prime Resource Podcast, BDR Head Coach Sean Schmidt delves into the transformative power of reframing one's mindset.
What does it mean to reframe your mindset? What are the tools or methods that can help others use this process? How do we avoid falling back into old mindsets?
Join us as we explore the nuances of changing one’s mindset and its profound impact on achieving greater success.
Time Stamps* (01:16) - About Sean and his industry background * (02:41) - What are we referring to when we say mindset (ex. outlook, attitude, mentality) * (09:00) - What does it mean to “reframe your mindset?” * (14:18) - What are the challenges to reframing your mindset? * (20:50) - What are the tools or methods that can help others use this process? * (25:11) - How do we avoid falling back into old mindsets? * (30:21) - Final thoughts
In this episode of the Prime Resources podcast, BDR Lead Head Coach John Michel dives into the intricacies of launching a shared services model in your company. We'll explore the concept of a shared services model, shedding light on its meaning and the numerous benefits it can bring to your organization.
What exactly is a shared services model? We'll demystify this term, breaking down what it entails, and navigate through the landscape of the benefits of embracing a shared services model.
John also shares how this model can revolutionize the way your company operates. Considering the decision to expand into shared services is a pivotal step, and we address key considerations before taking this leap. We explore readiness indicators and when a company should apply the shared services model.
Our conversation goes deeper into the practicalities of implementation – from the importance of having a solid business plan to developing expertise in a new service area.
No journey is without its challenges, and we identify the pitfalls to avoid when adopting a shared services model. By drawing on industry insights and experiences, we offer guidance on mitigating risks and optimizing the advantages of this transformative business approach.
Join us on the Prime Resources podcast as we navigate the complexities of launching a shared services model and provide an overview for businesses aiming to enhance efficiency, reduce costs, and drive sustainable growth.
Time Stamps* (01:07) - What do we mean when we say a shared services model? * (03:20) - What are the benefits of a shared services model? * (05:45) - At what point does a company start thinking about applying the shared services model? * (08:52) - Should a business plan be in place before expanding your company? * (13:20) - What pitfalls need to be avoided? * (16:31) - Final thoughts
In this engaging episode of the Prime Resources podcast, BDR Service Coach & Trainer Catherine Bares discusses how to take advantage of great opportunities in your business through lead nurturing.
Catherine outlines why lead nurturing is so important for home service businesses, what the different types of leads are and how to track them, and nurturing strategies to make the most out of every opportunity. She also discusses how different departments and team members play a role in the lead nurturing process, along with the necessary tools and resources for effective lead nurturing.
In this critical podcast episode for HVAC business owners, sales managers, and service departments, you’ll gain insights into measuring the success of nurturing efforts and discover practical tips for embarking on the lead nurturing journey. Discover how better-nurtured leads can revolutionize your business's growth and success through invaluable opportunities you might have otherwise missed.
Time Stamps* (01:03) - What do we mean by lead nurturing? * (03:28) - How does buying disposition fit in with the different types of leads? * (07:09) - What impact can lead nurturing have? * (09:29) - What are the ways to nurture a lead? * (13:16) - Who in the company can nurture leads? * (17:30) - What tools, strategies, or resources should be developed to facilitate lead nurturing? * (24:15) - How do you measure success? * (25:58) - What’s the best way to get started? * (31:07) - Final thoughts
In the latest episode of Prime Partners Podcast, BDR's Training & Instructional Designer, Scott Tinder, dives into the significant challenge of connecting generations within the workplace. Given the presence of multiple generations actively engaged in the workforce, this podcast provides invaluable insights into comprehending and forging connections that bridge the generational divide.
The discussion covers common issues that cause friction between different generations and explores what each generation needs to know about the other to foster better understanding. Additionally, listeners will gain practical advice on how older and younger generations can connect more effectively with their peers and leaders in the industry.
Listen in and discover how leaders can ensure they communicate and connect with all generations, fostering a more harmonious and productive work environment in the trades. With insights like these, the generational divide can become a source of strength rather than friction in the workplace.
Time Stamps* (01:00) - How many generations are currently active in the workplace? * (04:31) - What are the common issues that cause friction between different generations? * (14:15) - How can older generations and leaders build connections between the different generations? * (29:15) - How can younger generations and leaders connect with older generations? * (44:10) - Final thoughts
Labor management holds great significance as it directly influences project efficiency, productivity, and profitability.
In this episode of Prime Resources Podcast, BDR Head Coach and Trainer Shaun Weiss delves into the importance of labor management and how it impacts contractors.
Overcoming challenges and implementing effective strategies can lead to improved timelines, cost reduction, client satisfaction, and increased profitability. Involving the team in decision-making, clearly communicating benefits, and fostering a culture of accountability and recognition can help contractors gain team buy-in and successfully execute labor-management initiatives.
Time Stamps* (00:58) - About Shaun’s labor management background * (02:27) - Why is labor management so important? * (04:26) - What does it mean to be a labor management Tyrannosaurus Rex? * (08:09) - Is labor management a strong point or a weak point for most contractors, and why? * (11:38) - What are the challenges related to labor management? * (17:50) - What positive results can be seen through great labor management? * (24:51) - What can be done before, during, and after the job to improve labor management * (32:50) - What should contractors start with? * (34:48) - How do contractors get their team to buy-in? * (37:27) - Final thoughts
Team-building events are an important tool to foster stronger relationships, improve communication, boost morale, and enhance teamwork within your company.
In this episode of the Prime Resources Podcast, BDR Event Coordinators Francis Robinson and Allison Kourkos walk through the process of organizing a team-build event and discuss the key elements involved, including where to start in planning the event, who should be involved in the process, building a budget and identifying action steps, and how to measure the success of your event.
Discover how you can create opportunities for your team to connect and build trust with each other at your next company event, ultimately leading to a more cohesive and productive work environment.
Time Stamps* (00:55) - About our guests and their industry background * (02:38) - What kind of events can be used for team-building? * (04:10) - What’s the importance of having these types of events? * (05:21) - What is the starting point when planning a company picnic? * (11:08) - Who should be involved in the planning and why? * (14:00) - What should be included in the budget for the company picnic? * (18:21) - When choosing a venue, what should be considered? * (20:17) - What does an implementation plan for a company picnic look like? * (23:11) - Besides clean up, what do you need to do after an event? * (25:05) - Final Thoughts
In this episode of the Prime Resources Podcast, Profit Coach Advisor Gavin Percy and Senior Marketing Communications Specialist Tyler Gunhus discuss the impact of Artificial Intelligence (AI) on the home services industry.
How can you use AI resources right now? What tools and services powered by AI might be available in the future?
If you don’t know much about AI, listen to learn best practices to apply as you investigate Chat GPT and other new AI-based tools. If you’re already crafting detailed prompts for generative AI, listen to learn pitfalls to avoid and for new ideas on how the home services industry may be impacted going forward.
Time Stamps* (01:25) - About our guests and their industry background * (04:43) - What are some of the AI resources available today? * (13:16) - What kind of things could contractors use AI for? * (29:12) - What are some best practices for using AI? * (35:38) - What are some pitfalls to avoid when using AI? * (40:51) - How do you see AI impacting the home services industry going forward? * (52:37) - Final Thoughts
Family businesses face common challenges, such as conflicts, communication issues, boundary maintenance, and succession planning. In this episode of the Prime Resources Podcast, join BDR Head Coach Jay Crowe as he explains how your family business can prioritize communication, have transparent structures, well-defined policies and procedures, professional management, and a plan for succession and continuity.
If family members are a part of your company, you don’t want to miss this episode on how you can go from surviving to thriving in family-business overlaps.
Time Stamps* (00:58) - About Jay and his industry background * (02:08) - What are common challenges you see with clients working in family businesses? * (04:20) - What is the importance of communication in a family business? * (10:05) - How do you handle the conflicts that might arise? * (14:16) - Are there family businesses that have structures that are more successful than others? * (15:56) - What does the family need to share / or not share with the rest of the company? * (22:17) - What would you recommend for training your family members to take over? * (24:39) - Final thoughts
In this episode of BDR's Prime Resources podcast, Head Coach Josh Taylor discusses the importance of writing effective hiring ads to attract and recruit top talent for contractors. He highlights common mistakes made in ads and provides tips for getting into the right mindset for writing and posting successful ads. Discover the best time and place to post ads, appropriate response times for applications, and other strategies for spreading the word about job openings in your business!
Episode timestamps* (01:16) - About Josh and his industry background * (02:40) - What role do hiring ads play in the process of attracting and recruiting employees? * (05:38) - What are some common mistakes that contractors make with their ads? * (09:35) - Where and when should hiring ads be posted? * (11:50) - How do we get in the correct head space to write and post hiring ads * (19:42) - What is an appropriate response time once you receive an application? * (22:08) - What else can companies do to get the word out about their job openings? * (27:31) - Final thoughts
In this episode of the Prime Resources Podcast, BDR’s Head Coach, Ronda Chaney, talks through what it means to make a great exit in your business, important factors in the process, and what contractors should start doing now to prepare for their eventual exit.
Whether you’re gearing up for a sale now or still have decades ahead in your company, listen as we dig into the resources available to you in preparing to make a great exit from your business!
https://www.bdrco.com/value-builder/
Time Stamps
- (00:57) What does it mean to make a great exit from your business?
- (03:09) QUIZ: What does EBITDA mean?
- (07:06) How do most contractors exit their business?
- (08:33) What is the biggest surprise to most contractors once they start thinking about exiting?
- (12:33) What two factors are highly crucial to the exit process?
- (19:33) How far in advance of exiting should contractors start their preparations?
- (21:30) What resources are available to help contractors through this process?
- (22:43) Final Thoughts
In this episode of the Prime Resources Podcast, BDR’s Lead Head Coach and Trainer, John Michel, discusses what head trash is, the tools you need to identify it, discovering your head trash triggers, and ways you can stop it.
How can you challenge yourself and your thought processes in a positive way to get through and clear out your head trash? Listen and find out!
Time Stamps (00:57) - What is head trash? * (03:28) - Where does head trash come from? * (05:22) - Is that real or is it head trash? * (10:49) - How does it hold us back? * (12:53) - How does our head trash hold back others we interact with? * (15:46) - How do we clear our head trash aka taking out the trash*? * (21:11) - How often do we need to take out the trash? * (23:26) - Final thoughts
In this episode of the Prime Resources Podcast, BDR’s Head Coach and Trainer, Shaun Weiss, breaks down when the first five minutes of your sales call begins, how to approach and build a rapport with the customer, and the specific things you can do to make your appointment successful.
Are you taking all the correct steps? Listen to find out!
Episode Time Stamps:
(01:45) - When do the first five minutes in a sales appointment begin?
(03:22) - What should happen in those first five minutes?
(09:47) - How do we build a relationship in those first moments?
(13:37) - What are some specific things we can do to help build trust?
(20:00) - What happens next?
(24:44) - What things can a salesperson do to be better in those first five minutes?
(26:50) - Final thoughts
In this episode of the Prime Resources Podcast, BDR’s Head Coach, Ronda Chaney, shares her expertise and guidance on establishing, communicating, and maintaining your company’s mission, vision, and values.
Does your company have a mission and vision? What about values? Why are these important to a new, growing, or well-established company? Discover if your company has everything it needs to communicate its goals to its team members and customers.
(01:01) - About Ronda and her industry background
(01:46) - What are a company’s mission, vision, and values?
(02:29) - QUIZ: Which company do this vision and mission belong to?
(04:26) - Why is it important for a company to have a mission, vision, and values?
(10:27) - How and when do we create a mission, vision, and values?
(13:41) - Who within a company needs to know the mission, vision, and values?
(16:11) - What do we share with external individuals, clients, or customers?
(17:09) - Revenue Goals: Do we include them?
(18:02) - QUIZ: Which company do this vision and mission belong to?
(20:04) - Are they set in stone or do they evolve?
(21:02) - When’s a good time to review the company’s mission, vision, and values?
(21:41) - How do I create these if my company doesn’t have them?
(23:46) - Breaking it down
(24:41) - Brainstorming terms and words to build a refined mission, vision, and values
(25:51) - Final thoughts
In this episode of the Prime Resources Podcast, BDR's Logistics & Operations Support Manager, Mark, explains how to have great cybersecurity hygiene and protect yourself from cyber-attacks. Whether you are taking all the precautions at home or in your business, there is always a weak link. Discover what it could be and what appropriate steps you can take to defend yourself and your business.
(01:07) – About Mark and his cybersecurity expertise
(02:35) – What is cybersecurity?
(05:12) – Why should small businesses be worried?
(07:14) – Are small businesses becoming a target?
(09:32) – What are specific cyber attacks that small businesses should be aware of?
(11:59) – Did you really win the lottery in Nigeria?
(13:58) – How can a business protect itself?
(16:28) – What are phishing and other types of attacks?
(19:06) – You’re only as strong as your weakest link
(20:54) – How do we educate our team?
(25:42) – Does cyber insurance coverage exist?
(28:23) – Cybersecurity resources
(30:07) – Final thoughts
In this episode of the Prime Resources Podcast, BDR's Senior Marketing Communications Specialist, Tyler Gunhus, tackles the subject of how to develop or enhance your company's social media presence. Whether you're experienced or just starting out with social media, listen to learn how you can make the most of this important - but ever evolving - marketing tool.
(03:03) - The role of social media in marketing
(06:57) - Social media platforms for business
(10:16) - Determining the best social channel for your business
(15:18) - Using social media to attract employees
(17:08) - Building an effective social media presence
(19:41) - Proactive vs. reactive approach to social media
(18:59) - Steps to start an accessory program
(22:40) - How often to post
(25:42) - Types of content to post
(28:46) - Posting to multiple channels
(32:38) - Building engagement
(37:35) - Promoting posts
(41:20) - Growing your followers
(43:33) - Setting and tracking goals
In this episode of the Prime Resources Podcast, BDR Lead Head Coach and Trainer John Michel shares on the power of accessories to drive profitability, enhance the customer experience, and increase worker pay in residential plumbing. Looking for ideas on accessory products you can offer? Want to know how to get your team on board? Wondering how to launch an accessory program in your company? All that and more is covered in this information-packed episode. Don't miss it!
(01:02) - BDR plumbing training
(02:00) - Why accessories are important in plumbing
(04:45) - Educating homeowners on accessories
(07:00) - The opportunity in offering accessories
(08:30) - Accessory product options
(15:22) - Profit impact of accessories
(18:59) - Steps to start an accessory program
(23:15) - Time needed to launch an accessory program
(25:15) - Pitfalls to avoid
In this episode of the Prime Resources Podcast, BDR Lead Financial Coach Adriane Woodrum explains how to build a consistent month end process for financials that ensures accurate and timely financial reporting.
Adriane shares how the month-end process begins far in advance of information reaching accounting and involves the entire team. Listen to find out how to develop the communication and process steps needed to succeed at month's end.
Episode Timestamps
(01:55) - What is the month end process for financials?
(03:36) - Preparation needed for month end
(06:24) - Using technology to facilitate reporting
(07:58) - Flow of information to accounting
(09:29) - Steps in the month end process
(12:30) - Biggest challenge with month end processing
(15:47) - Best practices and red flags
(19:35) - Getting started building your process
(22:25) - Final thoughts
In this episode of the Prime Resources Podcast, BDR Head Coach and Trainer Chris Koch discusses ways companies can improve their employee retention. Spoiler alert - it's not just about pay! Chris shares a variety of retention strategies and explains why companies should seek to become the "employer of choice" in their marketplace to help drive their retention efforts.
(01:11) - Why retention is important to a business
(03:20) - Becoming the "employer of choice"
(05:46) - The cost of having an employee leave
(10:21) - The role of managers and owners related to retention
(17:29) - Utilizing position descriptions
(20:34) - Pay and benefits
(24:46) - Ways to improve retention beyond pay
(28:51) - Career paths for employees
In this episode of the Prime Resources Podcast, BDR Lead Head Coach and Trainer Jeff Plant provides strategies to maximize the results from your business plan through periodic reviews and updates. Jeff explains how a business plan removes the need to "guess" in business and also shares the benefits of committing to an annual business planning process. Don't let your business plan gather dust on shelf. Commit to review, update, and celebrate your plan - listen and find out how!
(01:04) - The lifespan of a business plan
(02:10) - Why you need to update your plan
(06:20) - The positives of the planning process
(08:30) - How the planning process evolves over time
(10:53) - Quarterly reviews of the plan
(15:09) - How to conduct plan reviews
(17:32) - The role of timely and accurate financials
(19:40) - How the plan removes "guessing" in business
(24:01) - Jeff's final thoughts on planning
In this episode of the Prime Resources Podcast, BDR Financial Coach Brittany Baimbridge shares what it means to think like a CFO. You don't have to be in the Fortune 500 to apply the same thought processes as a Chief Financial Officer to your company. Tune in to learn how you can fine-tune your financial and management reports and utilize them as strategic, decision-making tools.
(01:57) - Brittany's industry background
(03:37) - What does it mean to think like a CFO?
(06:00) - Who in a company needs to think like a CFO?
(07:38) - Sharing the "why" of financial data collection and reporting
(09:15) - Examples of financial reporting
(10:28) - What is needed to generate financial reporting
(15:12) - Having the end in mind with reporting
(18:20) - Elements of a financial closing process
(25:02) - The power of checklists
(27:09) - How to utilize financial reporting
(28:56) - What is management reporting?
(34:00) - Capturing opportunity with management reporting
(35:00) - Examples of management reporting
(39:00) - The partnership of financial and management reporting
(42:11) - Focusing your management reporting on what's most important
In this episode of the Prime Resources Podcast, BDR head coach Paul Grizzle shares how to practice self-leadership and goal setting. Paul discusses the four pillars of self-leadership, the impact that self-leadership has on goal achievement, and how it all ties together in your personal and professional life. Learn how self-leadership could impact your business planning and drive you ahead of your competition.
(01:38) – What is self-leadership?
(04:10) – Physical self-leadership
(05:40) – Emotional self-leadership
(07:40) – Mental self-leadership
(10:05) – Spiritual self-leadership
(11:57) – The way we lead ourselves impacts the way we can lead others
(15:24) – Becoming self-aware
(23:38) – How to practice self-leadership
(28:36) – Seeing the potential in other people
(31:00) – Self-leadership impacts goal achievement
(32:55) – Setting good goals
(36:40) – Business Planning
(40:55) – Final thoughts
In this episode of Prime Resources, BDR financial coach Laura Irons Finley discusses the importance of creating and documenting procedures. Laura shares the positive impact that procedures, workflows, and policies can have on your company. Clarifying communication, building consistency, and improving service delivery are just a few of the benefits. Discover how to start building out your procedures and documenting them so you can maximize peak efficiency with your team.
(01:19) – What is a procedure?
(01:56) – How workflows relate to procedures
(04:06) – The importance of documenting procedures
(08:35) – Starting point for building out procedures
(11:08) – Elements that go into a procedure
(15:19) – Who is involved in putting all the procedures together?
(26:22) – Keeping procedures updated and organized
(32:00) – How managers can use procedures to delegate tasks
(35:51) – How procedure, workflow, and policy all fit together
(38:38) – Final thoughts
Embezzlement is a painful and emotional setback, which can have long-term negative effects on a company’s financial position.
In this episode of the Prime Resources Podcast, BDR financial coach and trainer Kasey Stanley explains how embezzlement can occur within a business and how to prevent it. Kasey outlines best practices you can follow to safeguard your business along with helpful insights on what important steps to take if you experience embezzlement.
(02:46) – What is embezzlement?
(03:22) – Circumstances embezzlement can occur
(04:56) – Ways to prevent embezzlement
(07:23) – Example of embezzlement situations
(08:53) – What owners can do to help detect embezzlement early
(16:16) – Separation of duties for different companies and accounting team sizes
(19:28) – What to do if embezzlement occurs
(23:30) – Final thoughts
In this episode of the Prime Resources Podcast, BDR senior service coach and trainer, Jennifer Shooshanian, discusses the importance of identifying your target market and focusing your marketing on key segments that need your service. Jennifer helps outline the process of moving potentials suspects to active prospects - through research, filtering and networking. Gain an advantage over your competition in the market by learning and implementing this process in your commercial maintenance program!
(01:37) – What is a target market?
(02:20) – How to define a target market for commercial maintenance
(04:56) – Identifying your company’s core competencies for commercial work
(12:48) – Fine-tuning your target market and suspect list through research
(17:02) – Who does the research in your company?
(19:34) – When to move a sales suspect to a sales prospect
(24:25) – Qualifying active prospects
(31:50) – Final thoughts
In this episode of the Prime Resources Podcast, BDR head coach and trainer, Chris Koch, talks about the importance of delegating and the steps to implement successful delegation. By reframing your thinking, you could help your team members grow successfully while getting more done and adding value to the company. Discover your new mindset and how to successfully delegate to stand out as a great manager!
(01:05) – Classes Chris leads
(02:12) – What is Delegation?
(02:33) – Benefits of Delegation
(03:42) – How does delegation help you get more done?
(05:12) – Overcoming the mindset of challenges and potential problems
(10:58) – The perspective of an employee receiving a task
(13:22) – Steps to delegate well
(19:29) – Giving employees the Why (Bigger Picture)
(21:43) – Common things an owner could consider [and not consider] delegating
(25:26) – Worst Case Scenario: When do you cut bait?
(27:08) – Importance of Delegating
(31:46) – Final thoughts
In this episode of the Prime Resources Podcast, BDR head coach and trainer Jasen Laws discusses the proper process to follow on a service visit and how to present repair options to your customers. When explaining repair options to clients, Jasen believes in focusing on educating the customer and transparent communication to build trust with them. Discover what he does and apply it to your service calls so you can stand out from your competitors every time!
(03:33) – What Must Happen on a Service Visit Before you can Present Repair Options?
(04:45) – The Rule of 3
(09:49) – Other Tools to Make it More Understandable to the Homeowners
(13:59) – Benefits of Informing and Educating a Customer
(17:40) – Handling a Situation When a Replacement is Needed
(23:57) – Presenting Repair Options
(27:35) – Closing the Process: Getting the Final Decision from the Customer
(31:54) – Building Trust with the Customer
(33:49) – Final Thoughts
Are your customers holding out for hero? In this episode BDR Coach, Trainer, and customer service expert Catherine Bares explains how to become a customer service hero by fine tuning how you react when your company experiences a service failure and then applying the six steps for dealing with unhappy customers. Find out how to position yourself to make a heroic customer save that leads to increased customer loyalty and referrals.
(01:00) – Recognizing When a Customer is Unhappy
(02:57) – What a Company Should Do After a Mistake Has Been Made
(08:07) – What NOT to Do When You Have a Service Failure
(10:34) – 6 Steps for Handling Unhappy Customers
(16:20) – Importance of Keeping a Positive Attitude
(18:16) – The Process of Solving the Problem
(22:37) – Finding the Best Approach to a Solution
(26:35) – The Heroic Save in Customer Service
(35:40) – Making the Future Fix
(38:15) – Applying Customer Service Internally
In this episode, BDR Trainer and Senior Service Coach Jennifer Shooshanian explains why Dispatchers are critical to the success of a service department. Jennifer covers the elements that need to be considered when scheduling service calls to reduce travel time and down time as well as strategies on how Dispatchers can positively impact internal and external customer service delivery. What type of person can succeed in the high pressure world of dispatching? Jennifer explains the traits that great Dispatchers share and highlights which ones are the most important to look for. She also provides guidance on the support that Owners and Managers should provide to set up their Dispatchers for success.
(01:51) Defining the role of the Dispatcher, (5:30) Traits and skills of great Dispatchers, (12:57) Finding the right person for the Dispatcher role, (15:47) Strategy and dispatching, (22:45) Positive relationships between Dispatchers and Technicians, (30:09) External customer service, (36:37) Balancing customer service and dispatching efficiency, (39:56) How management can set a Dispatcher up for success, (45:53) Service Dispatch University as a training tool.
In this episode, BDR Senior Head Coach Tammy Vasquez explains how to find the perfect blend of marketing strategy and tactics. Your marketing strategy must function on a high level to guide you in accomplishing your overall goals. Your tactics are the way to implement your strategy. Both are needed for true marketing success, but what is the balance?
Tammy covers how to create a marketing strategy to succeed in today's environment and shares different tactical options you can apply to make your strategy a reality. Not sure whether a billboard, online ad, or social media is the right tool? Want to build a marketing plan that gets results? Take a listen as Tammy shares her insight and experience from her history as a dealer, territory manager, and business coach.
Episode Time Stamps:* (02:17) Defining the difference between marketing strategy & tactics * (03:38) Understanding the importance of constructing a marketing strategy * (04:43) Illustrations of a marketing strategy * (10:02) Breaking down the challenges * (11:56) Tactical framework to build consistency * (14:12) Efficacy of marketing tactics * (17:30) The architecture of building engaging content * (20:57) Advantages of implementing an outbound call strategy * (28:50) Targeted vs. broad: Striking the right balance * (32:32) The role of social media * (36:32) Creating the right mix of marketing messaging * (39:05) Engineering engagement that drives referrals * (41:57) Client retention * (47:35) Strategy and tactics: the perfect blend
What impact does communication have on your customer's installation experience? Join BDR trainer and Head Coach Shaun Weiss as he walks you through the process of how simple adjustments in communication can raise customer satisfaction and transform your business into the preferred choice in your market. The process starts from a customer's first connection with a sales professional all the way through to their interactions with installers during the installation. Discover how to build a culture great communication and "promise keeping" that will set you apart from the competition.
(02:13) Defining the role of the Installer today, (06:43) A deeper look into the interpersonal skills an installer needs, (14:27) Overcoming communication challenges, (16:31) The points of "interaction" on a typical install, (20:39)) How to enhance the customer experience, (28:04) Building company culture for better communication, (31:26) Identifying the habits of a retail-based installer, (39:24) Developing appropriate responses to children and pets
Do you want to discover the roadmap to freedom in your business? In this episode, BDR’s Vice President of Coaching Services, Kim Archer, will meet us at the starting line, coach us through the hard turns, and show you how to cross that finish line like a champion. Kim’s track record through her 30-year career in the HVAC Industry has established her as a premier mentor. Today she oversees 30 coaches and leads BDR's business planning workshop, Profit Launch.
Learn how to construct a business plan that not only refines your goals, but grows your vision for future success and leads you to your ultimate destination of freedom. So, start your engines, put the pedal to the metal and we will see you in the winner’s circle!
(02:53) Why is planning so important for a business?, (09:52) What goes into creating a business plan?, (14:25) Leveraging your opportunities, (18:22) Industry standard for business planning, (19:42) Constructing a business plan without the financial information, (25:40) How often do you need to review and update your business plan?, (27:36) How to start your business plan
Financing is the most important sales tool you have today. While you may have financing options, how do you communicate them? Do all your customers know what's available? Do all your employees? Many customers today shop for financing first before making a buying decision. If consumers don't know you offer financing they may move on before you even get to talk with them.
In this episode, BDR Trainer Scott Tinder shares the importance of developing a proactive approach when communicating your financing offering. Scott explains how to educate your team on financing and the different ways to proactively share your financing options with customers.
(01:32) Why financing is a pivotal sales tool for today’s marketplace, (08:53) Developing a proactive conversation for financing options, (13:29) The advantages of financing options for the unplanned expenditures, (17:08) Financing helps consumers build the system they want, (23:00) Establishing a natural pitch for everyday interactions, (26:26) Offering financing in service, (32:08) How to begin implementing financing options into your business.
The love for learning and the belief that you can continue to develop your skills over time is a little known key to building a successful company that can stand the test of time. This is the Growth Mindset. BDR Head Coach John Michel discusses why it’s important to have a growth mindset in business and how you can get over the fear of change and set yourself free to build the company of your dreams.
(03:58) What is a growth mindset, (05:32) The fixed mindset, (07:08) Theory of Marginal Gains, (07:35) Mindset that drives business results, (10:46) Business growth, (15:13) How to develop the growth mindset, (22:45) Cultural of gratitude, (29:41) Owners vs comfort zone, (34:38) Growth = Better future
In this episode, Laura Finley, BDR Financial Coach, unravels what Owners need to know about Bookkeepers. Laura utilizes her experience as a Bookkeeper and combines it with her knowledge as a Financial Coach to outline how Bookkeepers and Owners can work better together to create a highly functioning financial team. Laura shares proven solutions she has used to help her clients overcome the common challenges in forging this critical relationship.
(03:16) Bridging gaps with Owners and Bookkeepers, (04:36) Finding the right Bookkeeper, (08:49) Bridging gaps in financials, (12:05) Meeting schedules, (15:04) What Bookkeepers expect from Owners, (17:16) Actions to obtain information, (19:12) Trainings for an entry level bookkeeper, (26:27) Financial coaching is like physical therapy, (28:25) Classic Bookkeeper mistakes, (31:04) Guidelines for transferring information, (34:33) Benefits of a good Bookkeeper, (41:09) What Owners need to know about Bookkeepers, (42:49) Structure in your accounting team
One common industry challenge is how to price maintenance agreements. Many dealers don’t price maintenance to make a profit because they fear losing customers. In this episode, Jennifer Shooshanian, BDR’s Senior Service Coach and Trainer, will help you face those fears! Jennifer has experience working with dozens of HVAC dealers across the country on their maintenance pricing. She will give you a better understanding on why increasing your maintenance price is essential and how to do it without the fear of losing customers.
(03:03) Typical fears relating to maintenance pricing, (05:46) Percentage of dealers not properly pricing maintenance, (07:23) The mental hurdle, (11:00) Value in service maintenance, (17:45) Other industries and maintenance, (23:57) Dealers pricing structures, (27:40) Tiered maintenance options (31:03) "Membership" vs "Agreement", (36:07) customer vs client relationships, (41:31) Benefits of a successful maintenance program
Great customer service can help you build lifetime customers, close more jobs, and generate more referrals. On the negative side, a failure in customer service can destroy relationships you've worked hard to build. In short, customer service plays a major role in your company's success. In this episode, Catherine Bares, BDR coach, trainer, and customer service guru, shares her recommendations for positive customer service habits that you and your team can develop to enhance your company's results.
(06:03) Why is customer service important?, (09:07) How do you drive customer-focused culture?, (12:21) Trust and verify, (14:23) Reviews and referrals, (17:45) Maintaining consistency in customer service, (23:16) Dealing with gaps in communication, (26:56) Key points in customer service, (31:21) Is customer service getting better or worse?, (42:54) Dealing with upset customers.
Leadership can either make or break a company. In this episode Jeff Plant, BDR Head Coach and Leadership Trainer, explains that great leaders are not necessarily born, but are developed. By developing your leadership level and having a servant mentality, anyone can become a more successful leader. However, be prepared to buckle up as it is a continuous learning journey. Poor leadership in a company can lead to turnover and being stuck with low performers. Instead, take the tips Jeff has provided to be a leader that will help retain employees and help your company succeed!
(05:14) Are you born a leader?, (08:10) Traits of great leaders, (10:15) Servant attitude, (11:02) Level 1: Positional leadership, (15:36) Balance between leadership and management, (16:54) Leadership vacuum, (22:58) Business results from leadership, (27:02) Raising your leadership lid, (31:47) Jeff’s personal leadership challenges, (35:00) Decision making
Did you know that every company could use a business valuation - even if selling your business is not on your immediate radar? In this episode, BDR Head Coach and financial expert Kevin Nott explains how a business valuation works, when should it be performed, and why it’s beneficial. Is the HVAC industry a desirable one for potential buyers? Listen and find out!
(02:49) What is a business valuation?, (04:50) Timeframe of a business valuation, (07:58) Points of a business valuation, (09:44) Why is a larger company attractive to a buyer?, (12:43) Can you ballpark a business valuation?, (18:40) Professional business evaluators, (29:08) Is the HVAC an attractive industry to buyers?, (36:48) How to prepare for a business valuation
Are your employees engaged in their work and your company's future? Chris Koch, BDR Trainer and Head Coach, provides insight on the topic of how to generate employee engagement. What is employee engagement and how do you identify it? How do you encourage engagement in your employees and build a company culture? How do you make tough decisions when someone is not engaged or is not a cultural fit? Chris tackles these subjects and more.
(02:25) What is employee engagement?, (03:25) How can you tell your employee is engaged?, (07:57) Recognizing an engaged person, (09:10) Identifying engaged technicians, (14:00) Owner's and Manager's roles, (15:30) Connecting with new employees (in-person or remote), (17:30) Team meetings, (20:23) How to connect with your employees, (22:24) Making tough decisions, (26:45) Company culture, (29:57) Engagement examples
In this episode Candy Cunningham, BDR’s Duct Design Trainer, explains why proper duct design is a critical skill to develop. When dealers do not have formal training in the art of duct design, it can lead to waste, part failures in an HVAC system, and a decrease in customer satisfaction and referrals. Having formal training and an understanding of proper duct design will set you apart from competition, positions your company as the right choice, and generates labor savings.
(04:59) How do people learn duct design?, (05:58) Duct Design, the lost art, (07:00) Good & bad duct work, (12:26) Improper duct design creates waste, (19:47) Duct design in the sales process, (21:19) Aerodynamic fittings, (36:29) 1st step to a proper duct system design, (40:17) How can a Dealer improve duct work, (41:32) Great duct work reduces noise, (47:00) Retail sales and duct design
In this episode, BDR’s Instructional Designer and Trainer Scott Tinder explains what makes up value in a customer's mind and outlines how companies can communicate their value to the consumer. Scott provides tools to identify your company's unique value points as well as tips to communicate them to consumers and team members. By educating the customer on the value your company provides, you will be positioned to generate more leads and experience higher levels of success and profit.
(03:48) Warren Buffet and value-based investing, (05:47) Communicating value, (09:54) Generic products & value, (14:01) How do Owners identify value?, (18:46) How do you communicate value?, (30:15) Advertising & marketing vs communicating value, (36:52) Financing touchpoints with consumers, (40:23) Third party collateral
In this episode, BDR Coach and Trainer Shaun Weiss dives deep into what makes a successful residential sales process. Contrary to most, Shaun believes the sales process doesn’t start and end with the Salesperson, but begins with the initial customer phone call and involves everyone in the company. Shaun explains how to personalize your sales process and highlights the importance of practicing the key points of the sales process to achieve consistency and top results.
(04:13) Leveraging revenue producers, (11:55) When does the sales process begin?, (14:36) Everyone in the company is involved in the sales process, (17:15) Utilizing technology, (24:19) Major steps in a sales process, (30:04) Personalizing the sales process, (35:52) The sales process as a “set list”, (40:11) Practicing the points of the sales process