Homestead Post

Part 6 in our series based on the book To Sell Is Human

In his book To Sell Is Human, author Daniel H. Pink talks about the importance of improvising—i.e., reacting to cues from the buyer during sales conversations. He equates the dynamic nature of sales to improvisational theater, where actors have minimal (if any) scripting, and they pivot their words and actions in response to what others say or do.

Tips for Leveraging Improv in Your Sales Efforts   

Pink suggests doing these three things during conversations with prospects:

1. Hear Offers
Actively listen for subtle hints of what the buyer really wants or is willing to accept. Even objections can be underlying offers you can act on. For example, if a customer says, “Your quote is too high,” there may still be an opportunity to close the deal if you can lower your price.

2. Say “Yes, and” not “Yes, but”
Responding to a buyer with “Yes, and” opens the sales conversation to positive possibilities. For instance, if a prospect asks if you can expedite a job that you can’t complete by the desired date, you might respond with, “Yes, and by the end of today, we will give you the estimated cost of adding more laborers to finish the work by your deadline.” Conversely, a reply beginning with “Yes, but” sets a tone of negativity and inflexibility.

3. Make Your Partner Look Good
Improv actors help each other perform their best. Likewise, a salesperson should help the buyer look good. Ensure that your prospect is heard and respected so they feel they’ve received a fair deal. You look good when you make your customer look good—and you’ll be more likely to maintain goodwill throughout the project. ”

Missed the earlier articles in this series? Catch up by reading Parts 1, 2, 3, 4, and 5.

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People often think of overdelivering as an expensive way to add value. But setting yourself apart doesn’t have to be costly or complicated.

1. Set Clear, Realistic Expectations

When meeting with a customer, discuss the project details and address potential challenges. Being upfront about what your customers can expect creates a baseline you can then strive to exceed.

2. Keep Your Customers in the Loop

By communicating with homeowners throughout the process, you’ll be better able to manage their expectations and give them peace of mind even when circumstances change. How you handle challenges can make or break the project in your client’s eyes. Focus not on the problem but on providing a revised plan to overcome the setback.

3. Go the Extra Mile—in Small Steps

Something as simple as calling the customer after you complete a project to see if they have questions, sending a thank-you note, or leaving a small gift behind can make you memorable.

The Rewards of Overdelivering  

Overdelivering doesn’t require an extraordinary effort—just an extraordinary commitment to clarity, communication, and a willingness to go a little further. It’s a sure-fire way to earn repeat business and word-of-mouth referrals.

The IRC ensures projects are structurally sound and safe. Failure to comply with them can result in costly, time-consuming re-work or legal troubles.

Avoid these common code violations when building decks:

• Not having proper on-center spacing for stair stringers (requirements can vary by decking product)
• Failing to install a code-compliant rise and run for stairs (make sure the angle is within the specs!)
• Not installing continuous graspable handrail when required
• Using the improper type or amount of ledger connections to the house
• Not installing products according to the manufacturer’s requirements
• Not following the approved plan’s specifications

When in doubt about the requirements, consult the most recent IRC code book.

Part 5 in our series based on the book To Sell Is Human

Whether knowingly or not, contractors make a “pitch” to potential customers whenever they talk about their capabilities. In his book To Sell Is Human: The Surprising Truth About Moving Others, author Daniel H. Pink describes that the purpose of a pitch is to “offer something so compelling that it begins a conversation, brings the other person in as a participant, and eventually arrives at an outcome that appeals to both of you.”

Your first interaction with a prospective customer is essentially a pitch. Here are some suggestions inspired by Pink’s insight that can help you think more strategically about your pitch so it makes a positive first impression.

Tips for Creating a Winning Pitch  

1. When crafting your pitch, ask yourself:

• • What do I want them to know?
  • What do I want them to feel?
  • What do I want them to do?

2. Reduce the essence of your services to one word or phrase that represents what’s most important to pitch to your buyer.

For example:

• • Timely
  • Beautiful
  • Stellar service
  • Dependable

From there, you can frame and build the rest of your pitch.

3. Get creative!

Consider forming a rhyming pitch you can use in your marketing materials (business cards, website, email subject lines, flyers, etc.). Rhymes can make it easier for homeowners to remember you. For example, “Decks by Riehl’s are value deals” is a more memorable turn of phrase than “Riehl Construction and Renovation offers great value.”

Next, look for Part 6 in our series: Improvise. If you missed Parts 1, 2, 3, and 4, read them now.

Operating a contracting business can become a 24/7 endeavor—and a recipe for burnout if you’re not careful. While your healthy ratio of work to personal life may differ from someone else’s, the keys to achieving work-life balance are the same.

1. Set boundaries.
Avoid bringing work home with you and set your business phone aside when spending time with family and friends.

2. Get organized.
Keep paperwork, electronic files, and your schedule in good order. This will help you manage time more effectively, boost your productivity, and reduce stress.

3. Delegate tasks.
While you may feel like you have to control everything, remember that you’ve hired capable people with the skills and knowledge to lighten your load.

4. Prioritize self-care.
Look out for your mental and physical health by carving out time to do something (e.g., work out, pray, read, etc.) that fulfills and relaxes you.

While following up with customers after a project takes a little time, it can provide significant benefits for your business.

Why check in with homeowners to ensure they’re satisfied with the results of your work and the experience of working with your company?

It will help you:

• Demonstrate that you care about your customers, thus earning their trust—and their repeat business.
• Gain qualified leads through positive word-of-mouth referrals from satisfied customers.
• Get feedback that will help you improve aspects of your business and address issues promptly.

Moreover, post-project follow-up can set you apart from your competitors AND pave a natural path for asking your satisfied customers if they’ll consider leaving an online review on Google or social media (where many people go first to check if a contractor is reputable).

So, consider reaching out to your customers after completing the job! By showing that you welcome their ideas and observations, you’ll win their loyalty, build long-term relationships, and achieve a reputation for running a responsible and trustworthy business.

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PART 4 IN OUR SERIES BASED ON THE BOOK TO SELL IS HUMAN

According to author Daniel H. Pink in To Sell Is Human: The Surprising Truth About Moving Others, clarity is “the capacity to help others see their situations in fresh and more revealing ways and to identify problems they didn’t know they had.”

While in the past, salespeople had privileged access to information about their industry’s issues and solutions, buyers now have access to much of the same through the Internet. Without the expertise to determine what’s accurate or relevant to their situation, customers may misdiagnose their problems and incorrectly identify what will solve them. That means today’s sales professionals must be problem-finders as well as problem-solvers.

Cut Through the Clutter and Create Clarity

Buyers need your help! By creating clarity through curating relevant information (and weeding out what’s irrelevant) and sharing your expert insight, you can empower customers to understand their needs and the solutions that will meet them.

• Ask questions to narrow down their preferences. For example, don’t show them gray samples if they want a tan deck color.
• If you believe the customer’s preferences will not yield the best results, offer your informed opinion. For instance, if they want a tan deck but you believe gray would provide a more cohesive look, explain why and show them samples of the hues you recommend.
• Before ending a customer meeting, provide clear expectations for both parties. For example: “I’ll send you a quote in a week. In the meantime, you’ll decide which color in the Sanctuary line you want and verify if rod railing meets your HOA’s rules.”

Next, look for Part 5 in our series: Pitch. If you missed them, read Part 1, Part 2, and Part 3 now.

Keylink’s rod railing (with horizontal rather than vertical balusters) offers customers a unique aesthetic and contractors unparalleled ease of installation.

Available with the American and Chesapeake aluminum railing series, Keylink rod railing comes in a variety of colors (including custom hues) to seamlessly complement the other features of any outdoor living space. It’s an ideal choice for a modern look that’s on-trend yet timeless!

Reach out to us to learn more and place your order.