S
Selling Commercial Restoration Services
Phillip Rosebrook JR, CRBusiness Mentors
EXPECTATIONS
Understanding of large loss needs Competencies for large losses Provide tools and tips to improve your closing ratio
for commercial restoration
LARGE LOSS CONSIDERATIONS
Competency Staffing Equipment Response Quality control Cash The sales process
COMPETENCY
Client’s businesses survival depends on your response Perform well on small move to big Quality control and project management Confidence and communication Portfolio and recommendations Clearly understand their needs and expectations
COMPETENCY CONSIDERATIONS
Don’t be afraid to say no Managing existing work Need to have the appearance of competency Comfort Confidence
STAGES OF THE JOB
Initial response Fulfillment Completion Billing and paperwork
STAFFING
Have to match staff levels with client needs Temp staffing
Advantages Disadvantages
Franchise Support Cost Revenue sharing
Training Management and oversight
WORKING WITH OTHER CONTRACTORS
Payment Accountability Clear expectations Defined parameters of responsibility
EQUIPMENT
Don’t need to own it all Need contingent resources Need the right equipment and understanding to
utilize
RESPONSE
Initial – Quick Less then 24 hours significant Meet expectations
QUALITY CONTROL
Extremely high profile projects Proper project management – 24 Hrs. Area managers Jobsite control Security Safety Daily walk through with client
CASH
Consequences can be devastating Don’t be afraid to ask
Progress payments and final payment Create timely and proper billing package Collect from a position of strength
UNDERSTANDING THE SALES PROCESS
Decision makers Understanding expectations Setting benchmarks Balancing needs and priorities Logistics Your not alone Billing may be challenged – be prepared
DECISION MAKERS
Who is paying The person doing the talking may not be making
decision Manager, owner, tenant, adjuster, group, etc
UNDERSTANDING EXPECTATIONS
Key events Business Interruption Balance with ability to pay What is realistic Create a plan Payment for overtime, mobilization, transportation
SETTING BENCHMARKS
Utilize their staff? Communicate the plan Critical timeframes and achievable goals Communicate changes Adjust plan if necessary
BALANCING NEEDS AND PRIORITIES
Who is YOUR client? Multiple tenants, partners, adjusters, etc. Realistic solutions What can be done later? Get the business open and tenants back
LOGISTICS
Creative problem solving Managing people, resources and restoration The drying, cleaning and restoring may be the
easy part
LARGE LOSS TIMELINE
Call for service Fire chasers arrive onsite If other affected businesses – competition is
working next door Corporate office may become involved Often local adjuster arrives 24-48 hours local adjuster replaced by GA
TIMELINE CONTINUED
GA starts to lobby for his/her contractor Company receives calls, faxes,visits and emails from
your competition Company confirms your status or kicks you off the job
– “blames it on the adjuster” 3rd Party May consult adjuster on scope & price Job completed and bill challenged by 3rd party
YOU ARE NOT ALONE
The bigger the job the more competitors You do not have the job secured until at least 48 hours
after starting General adjusters – strong influence Continue to sell until complete and take credit Manage expectations Confidence and credibility
BILLING MAY BE CHALLENGED
Be prepared to bill unit cost or T&M – have scheduled large loss rate sheet
Keep copious records – daily with summaries Consider a job accountant Photos Signed agreements and customer satisfaction – not just @ end Document everything Be flexible but firm – make compromise but get something Know your costs
LARGE LOSS SALE PROCESS
Build your personal credibility Build value in your company Understand the customers needs Discuss the benefits of your service You have done this before Create urgency
TIPS
Don’t fall in love with the job The best decision might be to walk away The wrong job or event can sink your company It is OK to take a part of the job – Clear expectations
and payment understanding Your role is clear and separate
SUMMARY
Need to work on your sales skills Be selective Develop a strong portfolio and references Know where the $ are and be strategic in your approach Find the decision maker Continue to sell Finish strong When you are done you may not be done
RESOURCE
https://ELCTraining.com Large loss section
How to position, staff, bill, collect and complete large losses.
Can be purchased as part of subscription or individual section
Thank You
[email protected] http://www.businessmentors.net 541 359 4117
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