Business Acceleration Program Fall 2015 Session 9 November 12, 2015

Check in

Course Outline Weeks – Long Term Focus Weeks – Quarterly to Monthly Focus Weeks – Nuts and Bolts of running your business Weeks – Gaining Traction

8 Questions from Traction What are your core values? What is your core focus? What is your 10 year target? What is your marketing strategy? What is your 3 year picture? What is your 1 year plan? What are your quarterly Rocks? What are your issues?

Creating Systems and Processes

If you don’t have defined systems, all your information is in one place

A lack of consistency costs you time, money, efficiency and control

What processes do you need to define? HR process Marketing process Sales process Operations processes Accounting process Customer retention process

What is a process or system? Defined set of steps to do a task Checklist Software system (customized)

Client Process System 11

Lead Intake What happens when someone inquires about your service? –Call in to office –Direct contact with owner/employee –Contact via web/ Capture relevant information –Fill out Lead sheet or –Enter Directly in CRM and/or –Enter in Sales Tracking Schedule an estimate appointment or Decline to bid –Refer to another contractor

Name Address Phone How they heard about your company (lead source) Type of work (Interior, Exterior, Specialty work, etc.) Time frame Budget Scope of work/Size of job Age of home (pre 1978) Worked with professional painting contractor? What else? What info do you need to collect at lead intake? 13

Estimate Phase Ask pre-determined questions to further qualify client during estimate appointment Create detailed take-off sheet/work order to aid in creating proposal as well as provide more detailed instructions to foreman Create master proposal templates Create master paragraphs for language to include in proposals for standard items Create a appendix of PDCA standards to attach and reference standards by number in proposal to eliminate the need to add standards to proposal.

Pre-contract (Post Estimate) Ask additional pre-determined qualifying questions if needed Prepare and send or deliver proposal to customer Enter Contact info in CRM (if not done previously) Update Sales Tracking and/or CRM with status Tickler for follow up

Job Sold Submit signed Proposal and Contract to office with deposit Submit Work Order to office Assign a job number Create Customer file in QuickBooks Enter Estimate and Deposit in QB Create Field File and Office File (physical or electronic) Schedule the job on job calendar –Tentative time frame at least Send Customer a letter/ regarding schedule and payments Send Customer a “to do” list File pre-lien if applicable Send Thank You to Referral if applicable Follow up communication with customer re schedule Update sales tracking or CRM

Job Scheduled Schedule walk through with customer Confirm Colors with customer Confirm customer “to do” list with customer Follow up with customer regarding schedule if needed Give file folder to foreman/crew leader Order special equipment needed Order materials

Copy of contract, if appropriate Copy of scope of work Work Order Color Confirmation Sheet Customer Communication Sheet Blank Change Order Forms Customer Feedback form RRP info What else? What’s in the field folder? 18

Job In Progress Report hours worked daily Use customer communication form Give progress invoices to customer Collect progress payments Fill out change orders if needed –Get customer signature –Return change order to office Invoice change orders Collect Materials invoices/receipts

Job Wrap up Prepare final invoice Conduct a final job walk through with customer Give final invoice to customer Collect payment Ask customer to fill out feedback form Schedule return touch ups if needed

Post Job Return field folder to office Contact customer to thank them and answer questions Receive final payments Tickler for collections for outstanding payments Send thank you note (gift if appropriate) Complete Job Costing File completed job paperwork Update customer data in CRM Tickler for follow up

Ongoing Relationship Customer Communications Plan –Newsletter –Special Offers –Letters/Greeting cards –Gifts (as appropriate) –Telephone calls (as appropriate) Warranty/Maintenance Follow up –Schedule annual visit or follow up

Action for the week Traction Read Chapter 8 Keep working on your Vision Traction Organizer with what you have identified so far. Action Keep working on your budget, sales goals and metrics, marketing plan Make a list of systems or processes you need to define or create Create one process

Next Week Job Costing

Contact and Connect Linnea Blair Office: Web: AdvisorsOnTarget.com Twitter: AdvisorOnTarget Facebook:facebook.com/AdvisorsOnTarget LinkedIn:linkedin.com/in/linneablair