EPISODE 5: Your Customer Experience Is Your Product

EPISODE 5: Your Customer Experience Is Your Product

By mick | July 9, 2020

Hi and welcome to another episode of Builders Business Success Podcast!

 

The purpose of this podcast is to help builders all over the country. And in fact, all over the world overcome the common challenges that come about because of the old-school building industry practices.

 

Such things as doing free quotes, such things as being treated like a leper and a second class citizen.

 

We’re gonna show you ways to improve your business so you can be seen as a professional, treated as a professional, be paid like a professional.

 

 

Get the recognition that you deserve. It’s really important to me. It’s a passion of mine. It’s our mission. That’s what we’re here to do. This podcast is a way we do it.

 

The Agenda

We’re gonna have a really great show lined up for you.

 

One of the things that I want you to take away from this show is the value of being in a group of really smart people that will hold you to a higher standard.

 

I’m fortunate enough to belong to a group like that. And I belong to a coaching group coached by Taki Moore. He’s an Australian guy, he’s a business coach who coaches business coaches.

 

The beauty of being in that group is you meet some very cool people.

 

  • Not that long ago, I met the first guest that we’ve got on this show, his name’s Jason Goldberg. And I just happened to get put in a random group with him. We really hit it off. He’s a super smart dude. He’s a super kind and sharing dude, very knowledgeable.
  • As always, we’ve got the cameras rolling 24/7 to just get that one little bit of valuable information that I give out at some stage during the week. And we’re going to put it in the segment, What Did I Say.
  • We traditionally do a tech or a book review. This is kind of neither. It’s a little bit of something in the middle. If you grab this thing, if you understand this thing and I’ve got something to share with you at the end about it. It can make such a profound difference to your building business.

Transcription of the show

Hear my conversation with Jason Goldberg!

 

Mick – Can you run me through how you first- You know, when you have these blinding flashes of the obvious. When did that happen for you? What was going on that you’ve gone? We’re probably doing it wrong.

 

Jason – Yeah, well, you know what it is, it actually comes about all the way back from IT consulting. When I was in IT consulting, I first was an engineer and then a sales engineer. And so that means I would be the geek that goes along with the sales person to convince them that we could actually make the thing work.

 

Salesperson’s like, yeah, it’ll do all that stuff. It’ll cook your dinner. It doesn’t do any of that, what are you selling them? And so I had to be there to make sure I was telling the truth.

 

I helped to close so much business there because instead of going into all the facts and figures all the time, I really spent the time to actually create more intimacy, more depth in the relationship with the person that was in front of me.

 

What I know to be true, through just human psychology and the way the mind works. Is that we are, as humans, we are empathy machines, right?

 

Everything goes through the lens of empathy, whether we know it or not. And what that means in everyday life is that when we’re meeting people, we are immediately asking ourselves, is this person like me or not like me?

 

It doesn’t mean they’re the exact same person as me, but do they see the world in the way that I do? Do they seem like they care about the way I see the world? Or not? And if the empathy filter says this, person’s not like me.

 

You could not give me a better deal or a better scope of work or a better turnaround time. There’s nothing you can do to win my business at that point. But if I can do something that slows that down and builds that sense of intimacy, right?

 

Instead of creating distance, if I can instead build intimacy, then there’s one of those things where, I don’t know if you’ve heard this before, Mick. You can’t say the right thing to the wrong person and you can’t say the wrong thing to the right person.

 

Mick – In my world, if we’re only ever allowed to have one book in our life, that would be the one that I would take with me. ’cause it just covers so many things. And marked one of the things that Stephen Covey always used to say when he was talking about sort of the personal effectiveness area is, you cannot be efficient with people.

 

You can be efficient with things, but you cannot be efficient with people. And I think that in an effort to streamline, perhaps become a bit more profitable, a bit more efficient in our business, which contributes to profit and so forth.

 

Sometimes we miss the boat and the interactions, the communications, the connections with customers in a business, are procedurized to the point that it takes the humanization.
If that’s a word, I may just have invented a new word,

 

Jason – Right. So if you’re playing the long game, it actually couldn’t be a more effective and efficient use of your time.

 

Mick – 100%.

 

Jason – So if I know, and this is what I feel like is something I love and my sweet spot, but it’s something that everybody can do. Is there is a way, there is a beautiful overlap between automation and intimacy.
Those two things can completely coexist.

 

Where I think that the common knowledge, especially in entrepreneur spaces, and like I said, I have two other more traditional startups. One of those was in a business incubator. Do you guys have business incubators in Australia? Is that a thing?

 

I was in a business incubator and the word scale, it’s always like scale, how do you do this thing? How do you reach mass market? How do you, What’s the tipping point? What’s the critical mass? And that is the language of the entrepreneurial world.

 

How do we make this thing as big as possible as fast as possible? And there’s nothing wrong with making something big and having automation and having efficiencies and having delegation.

 

But it’s too shortsighted when we’re in the beginning. And again, this doesn’t matter if it’s COVID or not. When you’re in the beginning and even when you’re not in the beginning, right? Even when you’re further down the line.
Finding ways as much as possible to do what most people take for granted and either with the sales process, the lead generation process or even the service delivery process.

 

Taking things that most people take for granted and say, how do we fully automate this thing and get it out of our hands?

 

It may be worth to slow that down and say, given whatever our processes are, how can we actually inject a little more intimacy into that process so that people feel differently than they would with most service providers?
There was one of my private clients I was working with. My private clients are usually not coaches, they’re entrepreneurs, but they’re not coaches. And this woman owns a property management company a really successful property management company. Residential.

 

We were doing an in person intensive for a day and we’re going through her whole sales process and lead generation. And she tells me how inquiries come in through like SEO.

 

They come in from Google and then they hit her website and they sign up for some kind of a property appraisal kind of thing. And then it goes into this automated system and they get some automated email responses back.

 

I asked her, I said, Well, I’m just curious. It’s just she had a bunch of extra time. ’cause she had a whole team that was doing stuff. I said, I’m just curious, what would it take for you to pick up the phone and just call those people and acknowledge that you received their inquiry and see if there was some way you could help? And her response Mick, you’re gonna love this.

 

Her response was, Well, but my industry doesn’t do it that way. And I said, exactly. That’s exactly why I think you should do it. And it’s that little thing. And so imagine she does that, right?

 

There’s five other places that this person I’m sure went and did inquiries. This was not the only one. They’re probably shopping for property managers and there’s gonna be one that’s 2 or 3% cheaper than the other one.

 

If they’re only competing on price, then the person who has 2 or 3% cheaper, it’s gonna win. But when you compete on intimacy, price doesn’t matter nearly as much.

The elasticity of what people can absorb is much much different.
If this person has five people they’ve reached out to, four of them give the typical automated response, one picks up the phone and calls, which one do you think is gonna win the business? As long as they’re not complete idiots.

 

Mick – In the building industry, I have lots and lots of conversations with builders.
A lot of the conversations are around, being so busy and I haven’t got time and we get sort of a lot of their time wasted because there are people price-shopping, they just want to get a quote done so they can compare it to other people. And these builders are up late at night doing quotes that they know in the back of their mind.

 

They’re probably not gonna get accepted. They’re not being paid for it either. One of the processes that we have in Builders Business Black Belt, is a Qualifying Process.
So now Taki calls it Convert.

 

We’ve kind of flipped that philosophy, I guess, on its head from the perspective that builders are really bad at sales, they don’t like it. So I thought, well, let’s just get rid of it. Let’s forget about it.

 

Flip the mindset switch and do the whole qualification process. So you’re not doing your dog and pony show to try and get selected. You are looking at the customer to see if you want to open the door for them to bring them into the business.

 

One of the things that I’m thinking about while you’re talking about this is there are so many opportunities that aren’t taken to really build that value and that intimacy, because it’s like, I’m really busy nailing bits of timber together, and I’m up on a roof and this person wants to talk to me.

 

So they say, text us your address and I’ll see if I can get around there next week and all of that sort of stuff, rather than just taking the interest and figuring out simple processes, which we’ve done for our guys, that they can use that technology to send them a link, to fill out a questionnaire, to watch a video, to give the builder a chance to sort of get down off the roof and call them back and having a decent conversation about that.

 

Jason – That makes 1000% sense, I know that a lot of people, not just builders, a lot of people are resistant to doing video, but I’m telling you, man. A 30 second video being sent to a prospect takes the resistance that they would have to looking at or thinking about working with you completely away. Because people do business with people, right? We all know this.

 

Nobody buys from businesses, they buy from people. And so if a builder, even like literally on a site, like literally if I was looking for some kind of a quote from a builder and the builder sent me a 30 second little video that said, Hey, John. I got your request for a quote. I’m really excited to get working on it, actually behind me, you can see this is one that we’re actually in the middle of building right now, really excited about all this and the family’s super excited to get in here as well.

 

A little 30 second video, like that makes you a real person.

 

Then that empathy-machine thing, that tribe mentality thing takes over and immediately you’ve been put to the top of the heap.

 

Mick – Before we sort of press the go button here. We’re talking about the difference between the mindset of a business owner and an entrepreneur. And that entrepreneurial thought process at least years ago, there was a thought that you shouldn’t really personalize your business because you could never sell it.

 

In Australia there was a company called Dick Smith, and it was an electronics company and the guy became millionaire, sold Dick Smith. So it wasn’t his business anymore. And they still used his face in the logo.
Which I always thought, well, there’s proof that you can be the face and still sell it and all that. Yeah.

 

Mick – I just look on many builders’ websites and very few of them seem to have, this is me, or this is us. This is the team. How important is that?

 

Jason – It’s so important. There was a woman I was working with, she does coaching for startups. It’s kind of more of the Silicon Valley-type startups. And she helps them essentially create an eight word or less pitch of how they can explain what it is that they do. She calls it the estimate 10,000 SYP principle.

 

Because when Steve Jobs came out with the iPod, he said it was 10,000 songs in your pocket. That was all he said. And everybody knew what it was. And they were all on board with that little tiny thing there. So she’s posting all this great content about innovation and about marketing and about branding and getting zero response from it.

 

We started looking at it and we realised this content could have been written by anybody. There was no personality in it. And so we start talking about, what is it that you love?

 

Personally, what are your quirks? What are your obsessions? What are the things you just love?

 

She didn’t get it, but she went along with it. She goes, I love pizza from this one particular restaurant. And I said, cool, why do you love that pizza? She goes, Oh, it’s just great. And I can buy it by the slice and it’s always ready and I can just pop in and get it and bring it home.

 

She started telling me all these things. So we say, okay, we’re gonna work in the fact that you love pizza into the next piece of content you create. And she said, why, what does that matter? What does that have to do with anything? And I said, because listen, anybody in the world could be sharing the content you’re sharing.

 

It could be a robot, that’s just creating things via AI. But robots don’t eat pizza. And as soon as she heard me say that, she realized, Oh, I get it.

 

This is about showing my humanity. So sharing that you’re taking it from a they to an us, instead of it being like they, the builder, they, the client. It’s us as a unit, by you sharing more of who you are and your story and about why this stuff matters.

 

Start with why, we’ve heard this a million times, and yet we’re still resistant to bringing our humanity out because we think it’s unprofessional.

 

There’s nothing more professional now. Because we’re past the industrial revolution. We’re past even the information revolution, the knowledge-based revolution. We’re in a connection economy now. And so if we don’t focus on connection, we’re going to lose out.

 

What’d I Say?

 

Okay, it’s time to listen to that little jam that happened during the week on What did I say? I just always remember it was a lesson for me that I used to belong to a little country yacht club. There was this guy in the club who everybody in the club just thought he was the tightest bastard. A real pain in the ass, and he would just try and get anything and everything from anyone and not wanna pay for it.

 

At the time, this was many years ago, I was still learning and refining the whole level four of listening and what have you, and looked for opportunities to try these skills. Try and build rapport with difficult people.

 

No one wanted to sail with him. He asked me a few times, would you crew on my boat for a few races or whatever? I said, sure. Used that as an opportunity to talk with him and what have you.

 

Long story short, a year or so later, it was my birthday, and I invited him to a do that we’re having to the birthday. And he showed up to my house a day early and came to the house and said- And he was almost in tears. He said, I can’t make it to your birthday tomorrow.

 

So I had to bring you this. I can’t remember what it was, but I just remember thinking it was a very expensive gift that he wanted to give me.

 

He was so upset that he couldn’t be there that day. And it’s like, the lesson is that guy was just crying out to be listened to that was it. And just by doing that, you just make this incredibly high trust relationship.

 

From that day on, he was the most generous person I ever came across, but everyone said he was the tightest bastard that they’d ever met. And he would ring me and ask my opinion for everything. And how do you do this? And can you show me how to do that?

 

We became really good friends and he wasn’t tight. It was just, no one ever wanted to listen to him.
So the stainless steel guy, he’s a big Ozzy construction tradie. Can’t be told all of that sort of stuff, but underneath, you just need to find that pathway through to create the connection and make the trust.

 

Then all of a sudden, they go, Ah! I need to listen to you. I need to be guided by you. They already know that they don’t know everything. They just can’t say it.

 

But if you can create a connection with somebody where there’s that trust, they can say it. Only to you though.

 

The Review

As I said at the introduction, we normally have a tech review or a book review, but what I wanted to share with you in this episode. ’cause it kind of made sense with the theme of what we’re talking about is the Qualify Process.

 

Now this is something that we created for our Builders Business Black Belt members some years ago. And back then the purpose pretty much was to get rid of the tire-kickers. The time-wasters, the price shoppers, the people that come to your business who have probably already made the decision on which builder they want to go with.

 

They like this builder over here, but they’re not 100% sure whether he’s given them the right price. So they come to you and pretend like they’re interested in you building the house.

 

You go to all of that trouble of pricing it and quoting it and having meetings and investing your time. And it was never, ever going to be something that would turn into a job for you. You were just being price-shopped. You’re being shopped around.

 

I really hate this whole practice of free quotes and people wasting your time. And so we started to create little processes to get rid of those things that cost builders time, cost builders money, and created a massive frustration and unnecessary distress.

 

So in the beginning it really was a qualification process where if they weren’t right, they would get kicked out of the process. And it was a great time saver. So that in and of itself was great. But through the process as we started to learn that, Hey, sometimes there’s a fair chunk of people out there that have just been educated, hypnotized.

 

If you like by the building industry norms. Don’t trust the builder, always get three quotes. All of that sort of thing. And so there was built into the process automatically, this thing that created distrust.

 

My belief is the majority of people are really good people. They don’t come to you with malice in their heart and know on purpose, they just want to waste your time. It’s just what they know. It’s how it’s been done for years and years and years.

 

So we asked the question, what can we do to reeducate the prospects of a building business so they can see a better way, a way that is better for them particularly, but this way also helps the builder as well. And so over the years, we’ve modified, we’ve refined this Qualify Process to the point where I’d really like a new name for it.

 

So if anyone’s got a better name for it, I’d love to hear your suggestions because we’re not just qualifying people in or out. It’s now an education process. And if anyone suggests let’s call it, the Education Process, don’t bother because I don’t like that name.

 

It has to be something a bit more sexy than that.

 

But it fundamentally is an education process that helps them to understand that if I find a builder that I like, if I find a builder that I trust, that gets me, that listens, that I can work with as a team, that I can be open and honest and drop all of these barriers, all of these walls and share with them really what I’m worried about, really what my priorities are really and truly and honestly what the budget is.

 

All of those things. And by working together as a team with the builder, the customer gets the absolute best outcome. They avoid all of this, getting the cheapest quote, and then they’re into the building process before they realize that the quote really wasn’t an accurate quote because this wasn’t included that wasn’t included.

 

We are only allowed X for this, but it’s a lot more now. And they ended up paying a whole lot more than they needed to or expected to. And really it creates a really negative experience for them.

 

Whereas this Qualify Process, it gets rid of all of those tire-kickers and time-wasters and price shoppers, as I said, but it also transforms an average quality, potentially even a seemingly poor quality lead into a great quality customer that isn’t so price-focused. We can get their focus away from price because the reality is people don’t make decisions on price.

 

They make decisions based on value, but again, the building industry norms cause the conversation to be focused on price. And the really cool thing about this Qualify Process is it gets you paid for all of the time that you put in to a quote or we call them proposals.

 

If you can imagine putting all three of those things together and the time and the money that is saved by getting rid of the tire-kickers, having better quality clients, being paid for the time and your effort and your knowledge to put in a quote, what a profound difference that will make to a building business. It’s not all that difficult to implement this into your business.

 

So we created this guide and at the end of the show, I wanna share with you how you can get your hands on a copy of this guide. I want you to download it. I want you to read it and I want you to reach out for any help that you might need to integrate it into your business.

 

As I said at the start, this is neither a tech review nor a book review, but it just made so much sense to talk about this because of the theme of this show. I hope that’s valuable, and I’ll tell you how to get it in just a minute.

 

Back To Our Conversation With Jason

Jason – When I first started my business and I had like a newsletter list, like an email list and people would sign up for the email list. Most people, 99.999% of people with email lists, this is the way it looks. They have something on their website. They have some way that people get to your website.

 

There’s an opt in box to sign up for the email, the newsletter. And then you maybe get like some kind of a welcome email and then you’ll get whatever the communication rhythm is, weekly newsletters or self promotional stuff, whatever it is. That’s what 99.999% of people do.

 

They wonder why there’s not a whole lot of conversion from that most of the time, unless they have incredible copywriters and they’ve nurtured for a long time, which is fine.

 

What I did was every time somebody signed up for my list, once a week, I would sit down and look at everybody who’d signed up and I would sit there at a coffee shop and I would take a stack of white paper and on every single piece of paper I would write.

 

Hey, Mick. Welcome to the family. Hey, John. Thanks for signing up for the newsletter. Hey, Sally. So happy to have you as a part of our team.

 

I would hold this picture of me, this written thing up to my camera, take a picture of it. And I would send them an email back with that picture saying, Hey, I’m really excited that you signed up. If there’s anything that I can do to help let me know.

 

People were floored that I would do something like that. And the question becomes, well, how do I do that? When I’m huge? Don’t worry about it. You’re not there yet. Do what you can do right now.

 

Mick – Yeah, well, let’s make the problem. Let’s create the problem first

 

Jason – Mick, this is hilarious. There was another guy I was working with in the UK and he came to me and he said, he told his story. I didn’t coach him around this. He just told the story afterwards for fun. He said, I’m sitting there in my office and I’m racking my brain, oh, man. Where am I gonna find clients? I need another client. I don’t know what to do. All of a sudden his wife walks in and says, “Honey, your cousin’s on the phone.

 

He’s having a bunch of problems with his business, his employees. He wants to know if you’ll talk to him.” I can’t right now, I’m trying to find clients for my- I can’t talk to him right now. He goes back to sitting there and it’s like, it’s right in front of your face. What are you doing? Listen, this is not to poke fun.

 

To this day, we all get into our own stuff. I get way into my own stuff sometimes. And miss what’s right in front of me, but that’s why it’s worth slowing down some times and saying, what small thing can I do right now? That’s going to position me just slightly more as somebody who actually cares than the person down the street.

 

Mick – That’s such a cool idea. How long does it take to write that piece of paper and then take a photo and email it? And it’s so profound. I know a mutual buddy of ours, Dan Bolton. Last year put me onto a little telephone app. I sound old, by calling it a telephone, don’t I?

 

You can set it up to send out personal messages, but you can set it up so that as somebody comes into your database, it sends you a notification. And it says, Hey, Jason Goldberg has just joined the Facebook group and you hold your phone up and you press a button and you go, Hey, Jason. Welcome to the group.

 

This is how to get the most out of it. Here’s your next steps. If you’ve got any questions here’s how to get ahold of me. It’s really great to have you, looking forward to meeting you. Bang, sent. And it takes, I don’t know, 15, 20 seconds to do that.

 

And I get so many great compliments and feedback from that. Thanks for the video. Thanks for letting me into the Facebook group. It’s such a simple thing, time-saving thing but rapport and connection building.

 

What other cool tips have you got that you’ve used, that don’t take long, that can really make a profound impact for that connection?

 

Jason – Yeah, Bonjoro is a big one for me. And what I love to do also, and this depends obviously on the structure of your company. I don’t really take sales calls for the most part anymore. I have my sales guys for that.

 

What I’ll do is when I get the notification from Bonjoro, that somebody booked a sales call, I’ll look at the calendar real quick and see who from my team they’re talking to. And then when I send the video, not only do I say, Hey, I’m super excited for you to have this call, but I say, Oh, you know what? I just saw you’re gonna be talking to Brian for my team.

 

Brian’s amazing. He’s been with me for three years. He’s this incredible South African guy. He has an awesome head of hair. He’s wearing a hat and make sure he takes the hat off. And so what I’m doing now is I’m pre creating, pre-framing rapport with the person they’re gonna speak to,

 

If they then talk to somebody who’s not the face of the company. So you get to use technology like this to set those people up for success. Because what we noticed was before I was doing this, people would get on the phone with Brian, for example.

 

And they kind of be like, well, who’s this guy? I thought I was going to talk to Jason. And then there’s immediately broken rapport.

 

So I use Bonjoro to create kind of a fan and branding for my salespeople. So there’s more of a comfort level there. That’s one thing for sure. I’m also a huge fan. And I have been for probably the last, I don’t know, probably 10 years that I’ve been doing this now is Facebook Messenger.

 

I do a lot on Facebook. And obviously this is kind of platform agnostic. It works for Instagram, LinkedIn, whatever, but I love Facebook Messenger. And I love being able to send little audio messages to people. And it’s just in the age of the.

 

We’re incentivized to do the thing that’s gonna be the quickest and that scales the fastest. And so anything you do that flies in the face of that, even in a minuscule way, it’s not like this thing that takes a long time. It stands out to people. And so I like to send voice messages to people whenever I can, because it’s actually easier for me. I actually prefer it.

 

So I don’t have to sit and type all the time. But things like that are really, really important. Another thing that I do is, there’s this show in the States. I don’t know if you guys have it.

 

I watched it the last time I was in Australia. But I had to use this hacker site to be able to watch it. But it’s a show called New Amsterdam. It’s this like medical drama. Have you heard of this Mick?

 

Mick – It rings a bell for some reason, but I haven’t got any- I’ve never watched it, but I’ve heard the title for some reason.

 

Jason – It’s a great show. Very quickly, the premise of the show is this kind of unconventional medical director, comes into this public hospital and he is done with anything that’s not patient centric. If you’re trying to make money, you’re trying to pad your numbers. You’re fired. It’s all about the patients.

 

So he is known for walking throughout the hospital to every single department, whether it’s cardiology, radiology or the janitorial staff. And all he says to all of them is how can I help?

 

And there’s something interesting about “How can I help” because most people hear the question, how can I help? And they put a Phantom statement on the end of it. How can I help you based on the services that my company offers. That’s not what I’m saying.

 

How can I help? Especially now, especially in the days of COVID and all this stuff. Genuinely asking, how can I help with whatever’s going on in your world, is something that we love to do, right? So when I ask people, how can I help?

 

And they go, “Oh yeah, you know what? “I’m not really looking for a coach right now. I said, no, I get that. But it looks like you have two small kids at home. Is there anything else we can do to help?

 

Well, I mean, I don’t know, do you know, a way that I can get my workouts in without my kid bugging me? And I go, actually, as a matter of fact, I just saw this guy online, who does workouts on YouTube and he keeps your kid entertained while you’re doing the adult workout. And he will go, Oh my God, that’s amazing.

 

If that person is ever going to hire a coach, do you think they’re ever going to hire anybody but me?
No, because I was there for them in their time of need. Even if it didn’t fit on the PDF list of the services I offer.

 

Mick – Yeah. It’s such a simple thing to do. And like bringing that back to what I hear from builders and other sub trades, and particularly- ’cause most of them suffer from this, “I’ve done a bit of marketing or whatever, and then I get a bunch of work and then I get busy.

 

Then that’s when this conversation happens, when you call them and say, can you come out and have a look, I need a new roof on my house or whatever it is.

 

We’ll see if we can get there next Tuesday. Then they don’t even call you back or they’ll tell you, Oh mate, couldn’t get there. For three months we’re just way too busy, which is basically big hand out like that. No.

 

And I think what you’re saying is so profoundly important to say, I think what would be best right now is if I gave you this chap’s phone number or this company’s phone number to give them a call.

 

The reason for that is we’re swamped at the moment. And I’d really don’t wanna mark around and mess you around. But if you jump on the phone with those guys to see if they can help.

 

So you do something to help rather than just going no, it can make a big difference. And I don’t know whether the builders and trades businesses know the effect that, that has on their prospects when they’re just told no.

 

What recommendation would they give their friends and family about that business after they’ve just been told no, and sort of we’re busy and almost hung up on. It’s craziness, but it just happens all the time. Mate, it’s been-

 

Jason – You give them that recommendation, but you also put in your CRM that.
You gave them that recommendation. So you can follow up when you’re not as busy and say, Hey, I just was thinking about you and remembered that you had called about the roof and I sent you over to so and so, how did that work out?

 

It actually worked out great Thanks so much for checking in with me.
And then you’re back in conversation again.

 

Mick – You might not specifically work with that person, but you might get that recommendation to somebody else.
You just never know what happens. And I think it doesn’t take any more time to offer some help than it does to sort of just get them off the phone. And what always rings in my ear. And I never ever forgot it was that you cannot be efficient with people.

 

Jason – Yeah, you really can’t. It’s a beautiful sentiment. Yeah, there’s so many things you could be efficient with. Love and humans are typically things that are just not geared for efficiency.

 

I think right now as well, something that is maybe not always COVID specific, but especially COVID specific. And this is something I’ve been advising all of my clients to do. No matter what industry they’re in.

 

Is to be providing value. Kind of like what we were talking about a second ago, that doesn’t necessarily have anything to do with what it is you do. Right? If people are maybe displaced right now or they’re in apartment, let’s say they wanted to have a home built and now they can’t.

 

So they’re kind of stuck in their home right now, is like, if a builder were to start putting out content on like, how to make your 20 year old home feel new again, while you’re home, while you’re here in the crisis, then they can do things to brighten their home up and make it feel more homey.

 

And they’re gonna remember you as the builder that gave them that information. So when everything comes back and they’re looking for a builder again, you were the one that gave them value, even though you had nothing to gain from giving that value.

 

Mick – Yeah, absolutely perfect. Something that we talk about a lot, how can we continue to give value to prospects that aren’t quite ready?

 

People that we’ve already handed over a project to and potentially would, they’d never be customers again. How do we continue to stay connected and maintain value.

 

Two things, ’cause I’d love for people to hook up with you, follow what you do, get into your videos buy your book. All of that sort of stuff. Because I just think that you’ve got so much to offer.

 

Everything that I’ve ever heard you talk about inspires me.

 

You’ve got so much passion and commitment to what you do. And I just want people to connect with you. How the hell do we do it?

 

Jason – Thank you, Mick. I appreciate it. It means a lot, man. And I’ve loved connecting with you. It’s been so great to meet you and get to hang out before. And virtually of course we were social distancing, But I’m going to give you a link.

 

So anybody wants to get a free copy of the book. They can get a free audio or digital copy of the book.

 

You know what, this is the thing now, right? This is just giving value. This is what we all do. And you can follow me on social. I am @the T-H-E thejasongoldberg, on Instagram and Facebook and I share all kinds of stuff there. You can check me out there.

 

Mick – Thank you so much for being so generous with your time and your knowledge and your enthusiasm and your passion. You’ve given us some absolutely fantastic information. Love to talk to you again at some stage back on here again.

 

When we come up with some blinding flash of brilliance, we’ll share it with, with our people. It’s been absolutely fantastic.

 

Summary & Takeaway

Okay, as usual, we always like to have a bit of a summary, and figure out what the actionable takeaway from the show is. And the first thing that comes to my mind is getting yourself a copy of that Qualify Process. And the best way to do that is just shoot me an email. And I’ll send you the link to the Qualify Process guide.

 

My email is mick@buildersbusinessblackbelt.com.au. Just shoot me a real quick email. And you can just put Qualify Process in the subject line and I’ll shoot you back the link.
So you can grab yourself a copy of that.

 

Once you grab yourself a copy of the Qualify Process guide. I’d really like you to have a quick thumb through it and find the questions that you’ve got, because we’ve found that everyone who has got a copy of this guide, they’ve kind of got questions like what the bloody hell do you mean about that? Or how do I do that? And I really wanna help as many builders as possible, implement this into their business.

 

So if you have questions, I want to be able to help you answer those questions and get everything that you need to have and understand to implement this process into your building business. Because I just know it will make a profound difference to the quality of your experience, the quality of your customer’s experience in your building business.

 

What I’ll ask you to do is once you’ve got the copy is to book a call and you can do that by going to buildersbusinessblackbelt.com.au. It’s our website there, and you’ll see the orange button there to schedule a call.
If you’re watching this from our website, there’s a button underneath the video.

 

You just hit that button and that will take you to a form so we can get on a call and I can answer all of your questions.

 

Really enjoyed this show. There was so much really cool information. Jason Goldberg’s a really cool dude. I really hope you follow him up and start to follow his stuff. He’s a great guy. I hope you enjoyed the episode.

 

That is it for this episode of Builders Business Success podcast, I’m Mick Hawes, Builders Business Blackbelt. That is all. Bye for now.

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