February 21, 2012
Advisors On Target
Chart Your Course to
Business Success
On Target Business Intensive: Session 7
1
Homework so far
• Session 1
• Create a working draft of your Mission Statement
• Create a working draft of your 1 and 5 year Vision
• Answer the 10 questions on the handout
• Session 2
• Review your own financial statements and chart of accounts with
what you learned in Session 2
• Session 3
• Create a budget for 2012
• If you already have a budget, review and revise as needed
• Use the cashflow projection model (at the bottom of the budget
tool)
2
Homework continued
• Session 4
• Determine your breakeven point for your 2012 budget
• Annual
• For the month of February 2012
• Define your target markets (Fill in Marketing Plan – Part 1)
• Do a competition analysis (Fill in Marketing Plan – Part 2)
• Session 5
• Define Marketing Strategies (Fill in Marketing Plan – Part 3)
• Create a Marketing Budget using the template
• Session 6
• Start Job Costing every job if you aren’t already
• Implement a system to track job profitability over time to
measure progress
• Coach foremen to improve
3
Homework continued
• Additional activities
• Values Exercise
• Business Diagnostic Assessment
4
Agenda for today
• Recap last week – Questions
• Client Process System
•
•
•
•
Lead Intake
Sales Follow Up
Job Process
Ongoing Relationship
5
Client Process System
6
Lead Intake
• What happens when someone inquires about your service?
• Call in to office
• Direct contact with owner/employee
• Contact via web/email
• 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
What info do you need to
collect at lead intake?
•
•
•
•
•
•
•
•
•
•
•
•
Name
Address
Phone
Email
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?
8
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 predetermined 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
Schedule the job on job calendar
• Tentative time frame at least
•
•
•
•
•
•
Send Customer a letter regarding schedule and payments
Send Customer “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
Order special equipment needed
Materials ordered
What’s in the field folder?
•
•
•
•
•
•
•
•
•
•
Map
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?
13
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
Homework
• Review Job Process Outline and Job Process Checklist
• Customize Checklist for your company
• Start to implement a more organized approach to your job
process – add structure a piece at a time
18