Wayne and Rob discuss reasons why homeowners hire professionals. Follow Bona US Professional online: Website: https://www1.bona.com/en-us/professional/ Subscribe on YouTube: https://www.youtube.com/BonaProfessional Facebook: https://www.facebook.com/bonauspro/ Instagram: https://www.instagram.com/bonapro.us/
1
00:00:11,511 --> 00:00:12,979
Hello and welcome to another episode
2
00:00:12,979 --> 00:00:14,748
of On the Floor with Wayne and Rob.
3
00:00:14,748 --> 00:00:15,749
I'm Wayne Highlander,
4
00:00:15,749 --> 00:00:18,184
National Sales Manager for Bona Adhesives.
5
00:00:18,184 --> 00:00:21,021
I'm Rob Johnson from Bona Training.
6
00:00:21,021 --> 00:00:22,088
How are you, Rob?
7
00:00:22,088 --> 00:00:23,523
Oh, I'm doing real good.
8
00:00:23,523 --> 00:00:25,792
Training's back in action, baby.
9
00:00:25,792 --> 00:00:28,728
Just wrapped one up yesterday with,
10
00:00:28,728 --> 00:00:30,397
the guys from Pyramid Floors
11
00:00:30,397 --> 00:00:32,032
down in New Jersey.
12
00:00:32,032 --> 00:00:32,732
Excellent.
13
00:00:32,732 --> 00:00:35,201
It was good to get back, and,
14
00:00:35,201 --> 00:00:37,470
Holidays are over and hit the ground
15
00:00:37,470 --> 00:00:38,605
running, man.
16
00:00:38,605 --> 00:00:40,540
Yep. Right on. I've been hearing that.
17
00:00:40,540 --> 00:00:41,608
So glad to see it.
18
00:00:41,608 --> 00:00:43,143
Also, the Nashville
19
00:00:43,143 --> 00:00:45,512
RTC is coming along really well.
20
00:00:45,512 --> 00:00:47,747
That's just going to be.
21
00:00:47,747 --> 00:00:50,283
That's going to be the apple of our eye,
22
00:00:50,283 --> 00:00:51,051
Yep, yep.
23
00:00:51,051 --> 00:00:52,385
That's going to be exciting, man.
24
00:00:52,385 --> 00:00:53,119
That that's
25
00:00:53,119 --> 00:00:54,287
when I can get down to myself
26
00:00:54,287 --> 00:00:55,188
a few times.
27
00:00:55,188 --> 00:00:55,422
Yeah.
28
00:00:55,422 --> 00:00:58,224
I will race you with my, my,
29
00:00:58,224 --> 00:00:59,592
presents are up.
30
00:00:59,592 --> 00:01:02,529
That's, that's exciting for you.
31
00:01:02,529 --> 00:01:03,463
Let's see.
32
00:01:03,463 --> 00:01:05,365
That's a small bell for that one.
33
00:01:05,365 --> 00:01:06,566
There you go.
34
00:01:06,566 --> 00:01:07,400
All right.
35
00:01:07,400 --> 00:01:07,967
Hey, Rob.
36
00:01:07,967 --> 00:01:11,738
Listen, I was, reading a survey,
37
00:01:11,738 --> 00:01:13,506
about painters,
38
00:01:13,506 --> 00:01:14,407
and you say, well, what the hell's
39
00:01:14,407 --> 00:01:16,109
I gotta do with our industry?
40
00:01:16,109 --> 00:01:17,710
I thought it was interesting,
41
00:01:17,710 --> 00:01:18,778
the overlap.
42
00:01:18,778 --> 00:01:19,579
And,
43
00:01:19,579 --> 00:01:20,947
I thought it was a very good survey,
44
00:01:20,947 --> 00:01:22,215
and I think, our listeners
45
00:01:22,215 --> 00:01:24,751
would get something out of this because,
46
00:01:24,751 --> 00:01:25,985
it does.
47
00:01:25,985 --> 00:01:27,020
I've always said it's interesting
48
00:01:27,020 --> 00:01:28,555
when trades crossover,
49
00:01:28,555 --> 00:01:29,022
you know,
50
00:01:29,022 --> 00:01:31,091
and I think the survey was, pretty cool.
51
00:01:31,091 --> 00:01:33,026
I sent it to you, and,
52
00:01:33,026 --> 00:01:33,460
I thought maybe
53
00:01:33,460 --> 00:01:35,161
we should talk about that. Right?
54
00:01:35,161 --> 00:01:36,062
Yeah, yeah.
55
00:01:36,062 --> 00:01:38,264
Because, I did read through the article.
56
00:01:39,232 --> 00:01:39,632
Probably one
57
00:01:39,632 --> 00:01:40,834
of the few things I've ever read
58
00:01:40,834 --> 00:01:42,669
that you actually sent me.
59
00:01:42,669 --> 00:01:43,670
Of all the stuff
60
00:01:43,670 --> 00:01:45,004
that you send, this one, I.
61
00:01:45,004 --> 00:01:45,605
All right. I'll.
62
00:01:45,605 --> 00:01:47,040
I'll give this one a go.
63
00:01:47,040 --> 00:01:48,808
Yeah, I appreciate that. Yeah.
64
00:01:48,808 --> 00:01:51,478
Yeah, but paintings and coatings,
65
00:01:51,478 --> 00:01:52,112
you know,
66
00:01:52,112 --> 00:01:54,781
they're a lot of the information
67
00:01:54,781 --> 00:01:55,915
that I talk about.
68
00:01:55,915 --> 00:01:57,984
When I get into the
69
00:01:57,984 --> 00:01:59,385
the dew point process
70
00:01:59,385 --> 00:02:02,122
and how dew points will affect
71
00:02:02,122 --> 00:02:03,756
floor coatings and,
72
00:02:03,756 --> 00:02:04,924
you know, things like that.
73
00:02:04,924 --> 00:02:06,860
That information,
74
00:02:06,860 --> 00:02:08,394
I spoke directly to a guy
75
00:02:08,394 --> 00:02:10,363
from the American Painting Association.
76
00:02:10,363 --> 00:02:11,731
He was there.
77
00:02:11,731 --> 00:02:13,266
He was there. Tech guy.
78
00:02:13,266 --> 00:02:14,634
And, and him
79
00:02:14,634 --> 00:02:16,503
and I talked for hours about this stuff
80
00:02:16,503 --> 00:02:19,739
and really how close the two industries,
81
00:02:19,739 --> 00:02:22,308
you know, really are as far as
82
00:02:22,308 --> 00:02:23,343
weather, paint,
83
00:02:23,343 --> 00:02:25,178
weather, finish, that kind of thing.
84
00:02:25,178 --> 00:02:28,648
So, yeah, I when I saw this, survey
85
00:02:28,648 --> 00:02:29,315
and everything, I thought,
86
00:02:29,315 --> 00:02:31,985
oh, this would be a good, great topic.
87
00:02:31,985 --> 00:02:34,220
Wow. Talk to him for a couple of hours.
88
00:02:34,220 --> 00:02:35,421
Sorry I missed it.
89
00:02:35,421 --> 00:02:36,389
Oh, yeah.
90
00:02:36,389 --> 00:02:38,424
Just two tech guys talking about
91
00:02:39,692 --> 00:02:41,161
dew points and relative
92
00:02:41,161 --> 00:02:43,096
humidity and floor temperature.
93
00:02:43,096 --> 00:02:43,329
Yeah.
94
00:02:43,329 --> 00:02:44,864
You would have thought,
95
00:02:44,864 --> 00:02:45,732
you know, one guy who was missing
96
00:02:45,732 --> 00:02:47,200
was Howard Brickman.
97
00:02:47,200 --> 00:02:48,134
Yeah.
98
00:02:48,134 --> 00:02:49,002
Well, listen,
99
00:02:49,002 --> 00:02:50,970
this what I like about this survey,
100
00:02:50,970 --> 00:02:52,705
it's, like,
101
00:02:52,705 --> 00:02:53,173
really, it's
102
00:02:53,173 --> 00:02:54,908
for just a business person
103
00:02:54,908 --> 00:02:56,709
working in the trades.
104
00:02:56,709 --> 00:02:59,078
And the first question does not apply
105
00:02:59,078 --> 00:03:01,581
to hardwood floor contractors at all.
106
00:03:01,581 --> 00:03:03,616
But I thought it was very interesting.
107
00:03:03,616 --> 00:03:05,518
And I bet everybody would never
108
00:03:05,518 --> 00:03:07,620
guess the answer to this and that.
109
00:03:07,620 --> 00:03:10,089
The first question that was asked is,
110
00:03:10,089 --> 00:03:12,091
why exactly do homeowners
111
00:03:12,091 --> 00:03:14,561
decide to hire a painter?
112
00:03:14,561 --> 00:03:15,495
Have you think about that?
113
00:03:15,495 --> 00:03:17,497
Why would homeowners decide
114
00:03:17,497 --> 00:03:19,132
to hire a professional painter?
115
00:03:19,132 --> 00:03:20,633
What's the number one answer?
116
00:03:20,633 --> 00:03:21,901
Everybody right now,
117
00:03:21,901 --> 00:03:23,336
please play the jeopardy
118
00:03:23,336 --> 00:03:25,004
theme song in your head.
119
00:03:26,072 --> 00:03:26,906
Yeah, that
120
00:03:26,906 --> 00:03:29,142
that Final Jeopardy theme song.
121
00:03:29,142 --> 00:03:29,742
Yeah.
122
00:03:29,742 --> 00:03:32,078
Because when I read that,
123
00:03:32,078 --> 00:03:33,713
it just cracked me up, and I'll.
124
00:03:33,713 --> 00:03:34,380
I'll tell you why.
125
00:03:34,380 --> 00:03:37,016
Go ahead. Wayne, why.
126
00:03:37,016 --> 00:03:38,484
The number one answer?
127
00:03:38,484 --> 00:03:39,752
The number one answer is
128
00:03:39,752 --> 00:03:41,154
I couldn't reach the areas
129
00:03:41,154 --> 00:03:44,157
that need to be painted.
130
00:03:44,257 --> 00:03:45,892
Now, that clearly
131
00:03:45,892 --> 00:03:47,527
has nothing to do with hardwood floors,
132
00:03:47,527 --> 00:03:48,895
I will grant you that.
133
00:03:48,895 --> 00:03:51,364
But I thought that was, interesting.
134
00:03:51,364 --> 00:03:52,532
Why?
135
00:03:52,532 --> 00:03:53,733
You know,
136
00:03:53,733 --> 00:03:55,401
what even professional painters
137
00:03:55,401 --> 00:03:57,003
would think in and versus
138
00:03:57,003 --> 00:03:59,005
what the reality is.
139
00:03:59,005 --> 00:04:01,207
So sometimes tells you how, well,
140
00:04:01,207 --> 00:04:03,643
you know, your customers are. You don't.
141
00:04:03,643 --> 00:04:06,079
The funny part of when I read that
142
00:04:06,079 --> 00:04:08,781
was years and years ago,
143
00:04:08,781 --> 00:04:10,149
my father in law said,
144
00:04:10,149 --> 00:04:12,652
you know, I'm thinking of painting
145
00:04:12,652 --> 00:04:13,820
the house. His house.
146
00:04:13,820 --> 00:04:16,022
You know, the inside of his house.
147
00:04:16,022 --> 00:04:17,223
And I said, well, you know,
148
00:04:18,658 --> 00:04:19,525
me and the kids will
149
00:04:19,525 --> 00:04:20,326
we'll paint it for it.
150
00:04:20,326 --> 00:04:21,728
We'll we'll do it. We'll help you.
151
00:04:21,728 --> 00:04:24,297
You know.
152
00:04:24,297 --> 00:04:25,999
More hands make easier work,
153
00:04:25,999 --> 00:04:26,699
that kind of thing.
154
00:04:26,699 --> 00:04:29,702
Right. Or rising tide.
155
00:04:29,836 --> 00:04:31,838
Raises the dock.
156
00:04:31,838 --> 00:04:34,841
Something like that.
157
00:04:35,308 --> 00:04:37,010
So I'm thinking this is an easy job.
158
00:04:37,010 --> 00:04:39,746
It's a raised ranch. No problem okay.
159
00:04:39,746 --> 00:04:40,747
But it's a raised ranch
160
00:04:40,747 --> 00:04:43,116
with vaulted ceilings.
161
00:04:43,116 --> 00:04:44,684
And that's where bumps said to me goes
162
00:04:44,684 --> 00:04:46,052
how are we going to get up there.
163
00:04:46,052 --> 00:04:48,755
And it was the funniest.
164
00:04:48,755 --> 00:04:51,324
It was like Keystone Cops okay,
165
00:04:51,324 --> 00:04:52,458
we're building stuff.
166
00:04:52,458 --> 00:04:54,127
And that was
167
00:04:54,127 --> 00:04:54,627
that was
168
00:04:54,627 --> 00:04:55,662
the big question is
169
00:04:55,662 --> 00:04:58,431
how are we going to get up there?
170
00:04:58,431 --> 00:04:58,798
You know,
171
00:04:58,798 --> 00:05:00,500
it's like a 20ft ceiling or something.
172
00:05:00,500 --> 00:05:01,267
Always huge
173
00:05:01,267 --> 00:05:02,168
because it's like it's it's
174
00:05:02,168 --> 00:05:04,671
a vaulted ceiling, no attic or anything.
175
00:05:04,671 --> 00:05:06,172
And it was comical.
176
00:05:06,172 --> 00:05:08,041
And when I read
177
00:05:08,041 --> 00:05:09,442
that's the number one reasons
178
00:05:09,442 --> 00:05:10,443
people hire painters,
179
00:05:10,443 --> 00:05:12,779
I was like, yep, absolutely,
180
00:05:12,779 --> 00:05:14,747
definitely been there, done that.
181
00:05:14,747 --> 00:05:16,082
So we're not going
182
00:05:16,082 --> 00:05:17,183
to talk about painting.
183
00:05:17,183 --> 00:05:18,484
We're not going to go down that path.
184
00:05:18,484 --> 00:05:18,985
Really. No.
185
00:05:18,985 --> 00:05:19,719
But I will tell you, my
186
00:05:19,719 --> 00:05:21,087
paint one painting story,
187
00:05:22,155 --> 00:05:23,790
when I first got
188
00:05:23,790 --> 00:05:24,991
into doing floors
189
00:05:24,991 --> 00:05:26,559
and the first place
190
00:05:26,559 --> 00:05:29,195
I started really was,
191
00:05:29,195 --> 00:05:29,929
I was doing apartment
192
00:05:29,929 --> 00:05:30,630
building to this guy.
193
00:05:30,630 --> 00:05:31,297
They don't like 7
194
00:05:31,297 --> 00:05:32,899
or 8 apartment buildings in the Oakland
195
00:05:32,899 --> 00:05:34,967
in the San Francisco Bay area.
196
00:05:34,967 --> 00:05:36,903
Some not so nice.
197
00:05:36,903 --> 00:05:38,771
So I'm really not so nice
198
00:05:38,771 --> 00:05:41,774
and some really high end apartments.
199
00:05:41,841 --> 00:05:42,842
And the guy I love the way
200
00:05:42,842 --> 00:05:43,576
we did the floors.
201
00:05:43,576 --> 00:05:44,310
And so he said, hey,
202
00:05:44,310 --> 00:05:45,144
would you also want
203
00:05:45,144 --> 00:05:47,013
to paint these places also
204
00:05:47,013 --> 00:05:47,847
so I don't have to hire
205
00:05:47,847 --> 00:05:49,115
two different people?
206
00:05:49,115 --> 00:05:52,118
And I.
207
00:05:53,353 --> 00:05:54,587
And I thought,
208
00:05:54,587 --> 00:05:55,755
all right, you know, we
209
00:05:55,755 --> 00:05:58,358
I could do that wrong.
210
00:05:58,358 --> 00:06:00,827
I hated it within ten minutes of it.
211
00:06:00,827 --> 00:06:02,428
I did not want to do it.
212
00:06:02,428 --> 00:06:03,930
And I talked to my brother,
213
00:06:03,930 --> 00:06:06,466
my youngest brother, to help me. And
214
00:06:07,834 --> 00:06:08,568
keep in mind, now
215
00:06:08,568 --> 00:06:11,571
we're 20 years old, 20 years old,
216
00:06:11,637 --> 00:06:13,773
probably about 20 to 20, 21 years old,
217
00:06:13,773 --> 00:06:16,042
and he's probably 18.
218
00:06:16,042 --> 00:06:18,411
And, so I talked him into doing it.
219
00:06:18,411 --> 00:06:21,314
So we got in an argument
220
00:06:21,314 --> 00:06:23,182
and I said something.
221
00:06:23,182 --> 00:06:24,817
I can't remember what I said,
222
00:06:24,817 --> 00:06:26,652
but he threw a fork in.
223
00:06:26,652 --> 00:06:28,421
Okay,
224
00:06:28,421 --> 00:06:31,424
grab the fork stuck in my thigh.
225
00:06:31,424 --> 00:06:32,759
I mean, you know, it hit.
226
00:06:32,759 --> 00:06:35,762
It's stuck in my thigh when it landed.
227
00:06:35,762 --> 00:06:37,530
He couldn't have done that
228
00:06:37,530 --> 00:06:40,466
with 100 tries. No,
229
00:06:40,466 --> 00:06:41,434
thank God he didn't.
230
00:06:41,434 --> 00:06:42,802
But yeah.
231
00:06:42,802 --> 00:06:45,037
And so, Yeah, that's my experience.
232
00:06:45,037 --> 00:06:46,339
My one and only
233
00:06:46,339 --> 00:06:49,342
professional paint paint job.
234
00:06:49,842 --> 00:06:51,043
All right.
235
00:06:51,043 --> 00:06:52,645
So, let's see.
236
00:06:52,645 --> 00:06:54,580
Let's do
237
00:06:54,580 --> 00:06:55,348
some let's go down
238
00:06:55,348 --> 00:06:57,350
and do some things that this survey
239
00:06:57,350 --> 00:06:58,384
figured out.
240
00:06:58,384 --> 00:06:59,585
Homeowners who solicited
241
00:06:59,585 --> 00:07:01,154
just one quote for their project
242
00:07:01,154 --> 00:07:04,424
totaled 35% of those surveyed in 2021,
243
00:07:05,224 --> 00:07:07,860
46 received two or more quotes.
244
00:07:07,860 --> 00:07:10,396
So, one thing I get out of this
245
00:07:10,396 --> 00:07:11,130
when I hear that
246
00:07:11,130 --> 00:07:12,732
is that you really want your quotes
247
00:07:12,732 --> 00:07:14,233
to stand out from everybody else, right?
248
00:07:15,768 --> 00:07:18,070
I was really surprised on that,
249
00:07:18,070 --> 00:07:21,073
that one third of the people
250
00:07:21,374 --> 00:07:23,042
getting a quote from somebody
251
00:07:23,042 --> 00:07:25,378
just got one quote. Yeah.
252
00:07:25,378 --> 00:07:27,013
And then I really started to think about
253
00:07:27,013 --> 00:07:28,548
it is like, well,
254
00:07:28,548 --> 00:07:30,750
you know, how many of those quotes that
255
00:07:30,750 --> 00:07:31,984
that you were did with
256
00:07:31,984 --> 00:07:33,853
when you and I were out there doing it?
257
00:07:33,853 --> 00:07:35,621
How many of those quotes were referrals?
258
00:07:35,621 --> 00:07:38,624
So, yeah, I think if it's a referral,
259
00:07:39,058 --> 00:07:40,860
but I was even surprised to see
260
00:07:40,860 --> 00:07:41,961
that in print that. Yep.
261
00:07:41,961 --> 00:07:44,497
One one quote.
262
00:07:44,497 --> 00:07:44,931
Yeah.
263
00:07:44,931 --> 00:07:46,666
And we'll talk about referrals
264
00:07:46,666 --> 00:07:48,601
too during in this survey.
265
00:07:48,601 --> 00:07:51,204
But yeah.
266
00:07:51,204 --> 00:07:53,439
So listen to this,
267
00:07:53,439 --> 00:07:54,874
this, this, this,
268
00:07:54,874 --> 00:07:57,176
I'm going to make a statement here
269
00:07:57,176 --> 00:07:58,945
that the painter
270
00:07:58,945 --> 00:07:59,946
with the lowest price
271
00:07:59,946 --> 00:08:01,981
will win my business.
272
00:08:01,981 --> 00:08:02,415
How many
273
00:08:02,415 --> 00:08:03,349
how many people
274
00:08:03,349 --> 00:08:05,618
what percentage of people think that
275
00:08:05,618 --> 00:08:06,719
that was the top answer.
276
00:08:08,588 --> 00:08:11,357
That was another one that.
277
00:08:11,357 --> 00:08:11,791
Hey.
278
00:08:11,791 --> 00:08:14,026
And it shouldn't have shocked me either.
279
00:08:14,026 --> 00:08:15,461
Yeah, because we.
280
00:08:15,461 --> 00:08:17,597
This is what we preach, right?
281
00:08:17,597 --> 00:08:18,698
Yeah.
282
00:08:18,698 --> 00:08:19,932
We've had people saying
283
00:08:19,932 --> 00:08:20,500
to the show
284
00:08:20,500 --> 00:08:22,235
that Rob sounds greedy
285
00:08:22,235 --> 00:08:23,102
sometimes when he's
286
00:08:23,102 --> 00:08:25,171
talking about his money.
287
00:08:25,171 --> 00:08:26,606
Well,
288
00:08:26,606 --> 00:08:29,609
two thirds of the people surveyed,
289
00:08:30,276 --> 00:08:33,112
two thirds said price was not the issue.
290
00:08:33,112 --> 00:08:36,115
The low price was not why they chose.
291
00:08:37,083 --> 00:08:38,751
That was awesome.
292
00:08:38,751 --> 00:08:39,118
Yep.
293
00:08:39,118 --> 00:08:42,121
63% of those survey respondents disagreed
294
00:08:42,121 --> 00:08:42,989
with that statement.
295
00:08:42,989 --> 00:08:43,856
Painter with the lowest price
296
00:08:43,856 --> 00:08:45,892
gets my business.
297
00:08:45,892 --> 00:08:46,926
That's amazing.
298
00:08:46,926 --> 00:08:48,561
It is. And it's encouraging to hear.
299
00:08:48,561 --> 00:08:49,729
And it talks about that
300
00:08:49,729 --> 00:08:52,965
kind of makes you, yes, understand
301
00:08:52,965 --> 00:08:54,600
how important value is
302
00:08:54,600 --> 00:08:56,302
in separating yourself
303
00:08:56,302 --> 00:08:57,169
from the next guy
304
00:08:57,169 --> 00:08:59,071
and not not being afraid to be,
305
00:08:59,071 --> 00:09:00,540
you know, to charge for your services.
306
00:09:00,540 --> 00:09:01,140
Right?
307
00:09:01,140 --> 00:09:01,874
Not thinking that you
308
00:09:01,874 --> 00:09:02,909
have to be the lowest guy.
309
00:09:05,278 --> 00:09:06,779
Referrals from family or
310
00:09:06,779 --> 00:09:08,114
friends or others
311
00:09:08,114 --> 00:09:09,782
remain consistently the top means
312
00:09:09,782 --> 00:09:10,516
by which a homeowner
313
00:09:10,516 --> 00:09:11,551
found out
314
00:09:11,551 --> 00:09:13,352
about the painters they hired
315
00:09:13,352 --> 00:09:15,288
coming in at 49%.
316
00:09:15,288 --> 00:09:18,291
So 49% of the the people they hired
317
00:09:18,324 --> 00:09:19,792
or off referrals,
318
00:09:19,792 --> 00:09:21,193
people that they knew they trusted.
319
00:09:21,193 --> 00:09:22,094
Right.
320
00:09:22,094 --> 00:09:23,429
I think this gets more interesting
321
00:09:23,429 --> 00:09:26,232
as we go along, because it kind of
322
00:09:26,232 --> 00:09:26,933
goes against what
323
00:09:26,933 --> 00:09:28,267
you might think about social media
324
00:09:28,267 --> 00:09:30,136
and stuff like that. Right?
325
00:09:30,136 --> 00:09:32,838
That was kind of an eye opener to.
326
00:09:32,838 --> 00:09:33,839
Yeah.
327
00:09:33,839 --> 00:09:36,108
Repeat business drove
328
00:09:36,108 --> 00:09:38,010
17% of the the painters
329
00:09:38,010 --> 00:09:39,412
paint painter hires.
330
00:09:39,412 --> 00:09:41,047
Well referrals from contractors
331
00:09:41,047 --> 00:09:41,814
and other trades
332
00:09:41,814 --> 00:09:44,317
accounted for 16% of the hires.
333
00:09:44,317 --> 00:09:45,117
I read that again
334
00:09:45,117 --> 00:09:46,953
because I think that's important.
335
00:09:46,953 --> 00:09:49,422
17% of painter hires
336
00:09:49,422 --> 00:09:51,424
while referrals from contractor
337
00:09:51,424 --> 00:09:52,558
were re well,
338
00:09:52,558 --> 00:09:53,793
referrals from contractors
339
00:09:53,793 --> 00:09:54,493
and other trades
340
00:09:54,493 --> 00:09:56,729
accounted for 16% of the hires.
341
00:09:56,729 --> 00:09:58,297
What that tells you is something
342
00:09:58,297 --> 00:10:00,366
that my brothers always told me
343
00:10:00,366 --> 00:10:01,500
is that
344
00:10:01,500 --> 00:10:02,535
you always,
345
00:10:02,535 --> 00:10:04,503
if you're working with high end guys
346
00:10:04,503 --> 00:10:05,671
on the job,
347
00:10:05,671 --> 00:10:06,973
you want to give everybody
348
00:10:06,973 --> 00:10:08,074
your business card,
349
00:10:08,074 --> 00:10:09,575
all the other trades guys,
350
00:10:09,575 --> 00:10:11,944
and you want to collect theirs, right?
351
00:10:11,944 --> 00:10:12,478
You want to
352
00:10:12,478 --> 00:10:13,045
you want to,
353
00:10:13,045 --> 00:10:13,312
you know,
354
00:10:13,312 --> 00:10:14,447
because guys are doing
355
00:10:14,447 --> 00:10:15,881
like high end work,
356
00:10:15,881 --> 00:10:16,949
like painters, for instance,
357
00:10:16,949 --> 00:10:18,784
the really high end painters,
358
00:10:18,784 --> 00:10:19,518
he's going to be in high
359
00:10:19,518 --> 00:10:21,554
end homes, right.
360
00:10:21,554 --> 00:10:23,389
And getting a referral
361
00:10:23,389 --> 00:10:24,991
from another tradesman
362
00:10:24,991 --> 00:10:26,792
that works in high end homes is gold.
363
00:10:28,127 --> 00:10:29,862
So it tells you how important it is.
364
00:10:29,862 --> 00:10:31,197
And network.
365
00:10:31,197 --> 00:10:32,331
Oh my gosh.
366
00:10:32,331 --> 00:10:33,299
Absolutely.
367
00:10:33,299 --> 00:10:36,168
I've always told the story of,
368
00:10:36,168 --> 00:10:39,171
you know, the guy who did our roof.
369
00:10:39,238 --> 00:10:40,906
You know, he's just a local guy, local
370
00:10:40,906 --> 00:10:43,909
roofer, carpentry work, things like that.
371
00:10:44,043 --> 00:10:46,912
But everybody loves him.
372
00:10:46,912 --> 00:10:48,814
So him and I used to get each other
373
00:10:48,814 --> 00:10:51,817
tons of different work, but,
374
00:10:52,051 --> 00:10:53,452
you know, people liked our work.
375
00:10:53,452 --> 00:10:54,420
People liked his work.
376
00:10:54,420 --> 00:10:56,722
So it was just a match made in heaven.
377
00:10:56,722 --> 00:10:57,757
So, absolutely,
378
00:10:57,757 --> 00:10:58,591
when you're networking
379
00:10:58,591 --> 00:11:01,560
with the right guy, the right companies.
380
00:11:02,461 --> 00:11:03,362
Yeah.
381
00:11:03,362 --> 00:11:06,365
And that's another way that
382
00:11:06,399 --> 00:11:07,867
you're not racing to the bottom
383
00:11:07,867 --> 00:11:09,602
with that price, too.
384
00:11:09,602 --> 00:11:11,937
You start traveling in different circles.
385
00:11:11,937 --> 00:11:13,606
And and the interesting thing about
386
00:11:13,606 --> 00:11:15,841
that is it's amazing how
387
00:11:15,841 --> 00:11:17,043
easier your life gets,
388
00:11:18,044 --> 00:11:19,712
because when you're not
389
00:11:19,712 --> 00:11:21,113
having to nickel and dime
390
00:11:21,113 --> 00:11:22,715
and, you know, worry about, oh,
391
00:11:22,715 --> 00:11:24,850
I can't charge that much because this guy
392
00:11:24,850 --> 00:11:26,018
blah, blah blah,
393
00:11:26,018 --> 00:11:27,453
now you're in
394
00:11:27,453 --> 00:11:28,688
where you can charge money,
395
00:11:28,688 --> 00:11:29,655
where you're more comfortable
396
00:11:29,655 --> 00:11:31,524
doing the job. There's more.
397
00:11:31,524 --> 00:11:33,292
There's more room there.
398
00:11:33,292 --> 00:11:34,860
If issues come up
399
00:11:34,860 --> 00:11:37,196
and money is less of a problem.
400
00:11:37,196 --> 00:11:37,496
Right?
401
00:11:37,496 --> 00:11:38,230
The, the,
402
00:11:38,230 --> 00:11:40,433
the quality of the job is more important.
403
00:11:40,433 --> 00:11:41,300
And also
404
00:11:41,300 --> 00:11:42,935
when we first started out doing for
405
00:11:42,935 --> 00:11:44,170
I told you, we work in those apartment
406
00:11:44,170 --> 00:11:44,837
buildings, right.
407
00:11:44,837 --> 00:11:46,505
These for this guy,
408
00:11:46,505 --> 00:11:48,574
they're all 350ft²,
409
00:11:48,574 --> 00:11:50,776
apartment buildings are 500ft².
410
00:11:50,776 --> 00:11:52,978
And they were cut up as all get out.
411
00:11:52,978 --> 00:11:53,813
Right.
412
00:11:53,813 --> 00:11:55,347
And then we're also starting out.
413
00:11:55,347 --> 00:11:56,615
So we're working like in the,
414
00:11:56,615 --> 00:11:57,917
in the flats of Oakland
415
00:11:57,917 --> 00:11:58,918
and that of Oakland,
416
00:11:58,918 --> 00:11:59,552
not up in the hills
417
00:11:59,552 --> 00:12:01,053
where all the money was.
418
00:12:01,053 --> 00:12:02,922
And so the sub floors were in worse,
419
00:12:02,922 --> 00:12:04,590
more disrepair.
420
00:12:04,590 --> 00:12:07,226
And, you know, the situation going in
421
00:12:07,226 --> 00:12:10,262
was worse, not desirable sometimes.
422
00:12:10,663 --> 00:12:11,731
And you made less money
423
00:12:11,731 --> 00:12:12,932
because you had a, you know,
424
00:12:12,932 --> 00:12:16,102
all that was going on when I started,
425
00:12:16,368 --> 00:12:17,536
you know, getting hanging around
426
00:12:17,536 --> 00:12:19,305
with people with more money
427
00:12:19,305 --> 00:12:20,673
and, you know, different
428
00:12:20,673 --> 00:12:23,642
quality of, of, houses, whatever.
429
00:12:23,642 --> 00:12:25,711
Yeah, there's more money there. Right?
430
00:12:25,711 --> 00:12:27,246
You get split squeeze
431
00:12:27,246 --> 00:12:29,115
blood from a turnip, as they say,
432
00:12:29,115 --> 00:12:32,151
and so yeah, man, you would think that
433
00:12:32,785 --> 00:12:33,552
that maybe it gets to
434
00:12:33,552 --> 00:12:34,987
there's more pressure.
435
00:12:34,987 --> 00:12:37,056
There's a pressure is a privilege.
436
00:12:37,056 --> 00:12:38,557
So we I look at it
437
00:12:38,557 --> 00:12:39,191
and,
438
00:12:39,191 --> 00:12:41,393
I'll take the opportunity every day
439
00:12:41,393 --> 00:12:43,262
to get my swings at the bat.
440
00:12:43,262 --> 00:12:44,263
So. Yeah.
441
00:12:44,263 --> 00:12:46,198
Pressure is a privilege.
442
00:12:46,198 --> 00:12:47,566
That's exactly right.
443
00:12:47,566 --> 00:12:49,668
Is that a Highlander or do you hear that?
444
00:12:49,668 --> 00:12:50,569
Yeah.
445
00:12:50,569 --> 00:12:51,771
I don't know if I have ever heard
446
00:12:51,771 --> 00:12:53,272
that from anybody, but I swear, I.
447
00:12:53,272 --> 00:12:53,706
Look at it,
448
00:12:53,706 --> 00:12:54,507
as soon as you said
449
00:12:54,507 --> 00:12:55,641
that, you start traveling
450
00:12:55,641 --> 00:12:57,009
in a different circles.
451
00:12:57,009 --> 00:12:58,110
I thought you were going to go
452
00:12:58,110 --> 00:13:00,513
a completely different road route. We're.
453
00:13:02,181 --> 00:13:03,048
Yeah.
454
00:13:03,048 --> 00:13:05,951
I thought you were in a, you know,
455
00:13:05,951 --> 00:13:07,653
when you kind of separate yourself
456
00:13:07,653 --> 00:13:09,288
from the rest of the guys,
457
00:13:09,288 --> 00:13:10,689
become like a corporate stooge.
458
00:13:10,689 --> 00:13:13,692
I mean, you know, the adhesives
459
00:13:14,026 --> 00:13:17,029
sales manager for adhesives.
460
00:13:17,163 --> 00:13:17,930
You know, when you said
461
00:13:17,930 --> 00:13:20,332
more money, better people, different,
462
00:13:20,332 --> 00:13:23,335
you know? Yeah.
463
00:13:23,669 --> 00:13:24,970
That's where I thought you were going
464
00:13:24,970 --> 00:13:25,437
is, you know,
465
00:13:25,437 --> 00:13:26,572
you're a little corporate stooge
466
00:13:26,572 --> 00:13:27,406
club there.
467
00:13:27,406 --> 00:13:28,974
Yeah, I still hang around with you.
468
00:13:28,974 --> 00:13:30,176
And my other friends aren't around.
469
00:13:30,176 --> 00:13:31,877
It is nice to see the
470
00:13:31,877 --> 00:13:33,245
like you said when you said you.
471
00:13:33,245 --> 00:13:34,947
Hey, you know, once,
472
00:13:34,947 --> 00:13:36,515
once the training center is done, I just.
473
00:13:36,515 --> 00:13:37,683
My grace.
474
00:13:37,683 --> 00:13:38,584
Yeah. Grace.
475
00:13:38,584 --> 00:13:40,286
You guys with showing up.
476
00:13:40,286 --> 00:13:42,421
So, you know, their role with you and I.
477
00:13:42,421 --> 00:13:43,656
If I'm around other managers,
478
00:13:43,656 --> 00:13:44,390
you just don't.
479
00:13:44,390 --> 00:13:46,458
Don't come around and talk to me.
480
00:13:46,458 --> 00:13:47,193
Don't look.
481
00:13:47,193 --> 00:13:49,228
Don't look directly in the eye.
482
00:13:49,228 --> 00:13:49,728
Yeah, yeah,
483
00:13:49,728 --> 00:13:51,463
I know, I remember all the rules.
484
00:13:51,463 --> 00:13:52,698
Don't make eye contact.
485
00:13:52,698 --> 00:13:54,533
No eye contact.
486
00:13:54,533 --> 00:13:55,201
But when that.
487
00:13:55,201 --> 00:13:56,101
But when it's just me and you,
488
00:13:56,101 --> 00:13:57,203
we can talk like,
489
00:13:57,203 --> 00:13:59,371
oh, friends, but you know. Yes. Yeah.
490
00:13:59,371 --> 00:14:00,372
You just can't cross a line.
491
00:14:00,372 --> 00:14:01,640
It's still Mister Highlander.
492
00:14:01,640 --> 00:14:02,942
But that's all right I.
493
00:14:02,942 --> 00:14:04,643
Yeah, yeah, I get it.
494
00:14:04,643 --> 00:14:05,044
Absolutely.
495
00:14:05,044 --> 00:14:07,780
I mean corporate stooge for the year.
496
00:14:07,780 --> 00:14:09,648
You really? Yeah.
497
00:14:09,648 --> 00:14:11,917
Last year is a big year for you as
498
00:14:13,285 --> 00:14:15,254
this could be a tough year for you.
499
00:14:15,254 --> 00:14:17,389
To, to to follow up on that last year.
500
00:14:17,389 --> 00:14:20,392
And to follow up on last year, I mean,
501
00:14:20,492 --> 00:14:21,327
yeah, yeah,
502
00:14:21,327 --> 00:14:23,262
a lot of good stuff last year.
503
00:14:23,262 --> 00:14:23,529
Yeah.
504
00:14:23,529 --> 00:14:25,030
But like I just said,
505
00:14:25,030 --> 00:14:27,800
pressure is a privilege, right?
506
00:14:27,800 --> 00:14:30,069
It's a long it's a long year.
507
00:14:30,069 --> 00:14:31,136
All right.
508
00:14:31,136 --> 00:14:32,071
Let me ask you a question.
509
00:14:32,071 --> 00:14:32,972
I'm going to go back to that
510
00:14:32,972 --> 00:14:34,273
for a second, though.
511
00:14:34,273 --> 00:14:36,442
Is that what
512
00:14:36,442 --> 00:14:37,943
I get to talk to you?
513
00:14:37,943 --> 00:14:39,845
I get to talk to your team.
514
00:14:39,845 --> 00:14:41,280
Is that what you've got?
515
00:14:41,280 --> 00:14:43,949
All them believe?
516
00:14:43,949 --> 00:14:44,583
No, I don't know
517
00:14:44,583 --> 00:14:45,584
if I've ever told them that,
518
00:14:45,584 --> 00:14:46,352
but I've always.
519
00:14:46,352 --> 00:14:48,187
I mean, listen,
520
00:14:48,187 --> 00:14:49,722
I've always said a few things in life,
521
00:14:49,722 --> 00:14:51,257
and one of them is, is
522
00:14:51,257 --> 00:14:53,192
I never made any money off a poor man.
523
00:14:54,360 --> 00:14:57,363
You know what I mean?
524
00:14:58,330 --> 00:14:59,098
You know, people
525
00:14:59,098 --> 00:14:59,798
back in the days
526
00:14:59,798 --> 00:15:00,766
complain about yuppies
527
00:15:00,766 --> 00:15:01,734
that come into the neighborhoods
528
00:15:01,734 --> 00:15:04,737
or whatever, but, yeah,
529
00:15:05,204 --> 00:15:06,105
they pay.
530
00:15:06,105 --> 00:15:07,406
They're paying the bills. Right?
531
00:15:07,406 --> 00:15:09,108
So rising tide.
532
00:15:09,108 --> 00:15:10,075
Rising tide.
533
00:15:10,075 --> 00:15:10,609
Yeah.
534
00:15:10,609 --> 00:15:12,978
So, that's the way I look at it.
535
00:15:12,978 --> 00:15:13,545
We're,
536
00:15:13,545 --> 00:15:14,013
you know,
537
00:15:14,013 --> 00:15:15,014
and it's
538
00:15:15,014 --> 00:15:17,049
lucky enough to be in this position,
539
00:15:17,049 --> 00:15:17,783
in this industry.
540
00:15:17,783 --> 00:15:20,619
I think that speaks for itself.
541
00:15:20,619 --> 00:15:21,053
All right.
542
00:15:21,053 --> 00:15:22,755
So, but the last thing we just said
543
00:15:22,755 --> 00:15:24,657
was 16 or 17%
544
00:15:24,657 --> 00:15:25,224
drove the,
545
00:15:25,224 --> 00:15:26,558
the referral drove
546
00:15:26,558 --> 00:15:28,327
the business, the referrals.
547
00:15:28,327 --> 00:15:29,328
It tells you how important
548
00:15:29,328 --> 00:15:31,430
your reputation is.
549
00:15:31,430 --> 00:15:33,899
Responsiveness is the quoting process,
550
00:15:33,899 --> 00:15:36,969
the whole nine yards, and how much
551
00:15:37,169 --> 00:15:38,537
that you can separate yourself
552
00:15:38,537 --> 00:15:40,239
just right there alone.
553
00:15:40,239 --> 00:15:41,874
And, you know, today
554
00:15:41,874 --> 00:15:42,808
we see it all the time.
555
00:15:45,144 --> 00:15:47,746
It's harder and harder to find,
556
00:15:47,746 --> 00:15:49,682
you know, real professionals
557
00:15:49,682 --> 00:15:50,616
in a lot of industries,
558
00:15:50,616 --> 00:15:51,550
you know what I mean?
559
00:15:51,550 --> 00:15:54,253
And what a pleasure it is
560
00:15:54,253 --> 00:15:54,987
when you see them.
561
00:15:54,987 --> 00:15:57,222
You want to not only support them,
562
00:15:57,222 --> 00:15:57,957
do business with them,
563
00:15:57,957 --> 00:15:59,992
but you want to be an advocate for them.
564
00:15:59,992 --> 00:16:01,927
I, I met a kid the other day.
565
00:16:01,927 --> 00:16:04,563
He's 19 years old.
566
00:16:04,563 --> 00:16:08,267
He was the nicest politest kid that I've.
567
00:16:08,267 --> 00:16:09,568
I've been around a long time.
568
00:16:09,568 --> 00:16:10,803
And. And you, you just bear.
569
00:16:10,803 --> 00:16:11,437
You want nothing
570
00:16:11,437 --> 00:16:12,838
but for success
571
00:16:12,838 --> 00:16:14,506
for a guy like that, right?
572
00:16:14,506 --> 00:16:16,442
So it's the same with the business,
573
00:16:16,442 --> 00:16:16,909
you know what I mean?
574
00:16:16,909 --> 00:16:17,609
If you meet someone
575
00:16:17,609 --> 00:16:18,077
who's just over
576
00:16:18,077 --> 00:16:19,378
the top professional in every,
577
00:16:19,378 --> 00:16:21,547
every way, I mean, what is that worth?
578
00:16:21,547 --> 00:16:22,514
You stop thinking about
579
00:16:22,514 --> 00:16:24,216
the price real quick, right?
580
00:16:25,284 --> 00:16:25,617
Yeah.
581
00:16:25,617 --> 00:16:25,951
That.
582
00:16:25,951 --> 00:16:27,119
No, that was,
583
00:16:27,119 --> 00:16:29,288
that was that one part of the survey?
584
00:16:29,288 --> 00:16:32,291
4.2 stars out of five.
585
00:16:33,092 --> 00:16:35,461
When they were asking the question,
586
00:16:35,461 --> 00:16:36,061
what was that?
587
00:16:36,061 --> 00:16:37,262
And that was their biggest
588
00:16:37,262 --> 00:16:40,232
one was response time, reputation
589
00:16:40,532 --> 00:16:42,601
and the quality of the products.
590
00:16:42,601 --> 00:16:44,603
Yeah, yeah.
591
00:16:44,603 --> 00:16:46,472
4.2 out of five stars.
592
00:16:46,472 --> 00:16:49,475
That's that's just about everything.
593
00:16:49,475 --> 00:16:49,808
Yeah.
594
00:16:49,808 --> 00:16:51,844
And I'll tell you what
595
00:16:51,844 --> 00:16:53,312
that responsiveness
596
00:16:53,312 --> 00:16:55,247
I might have blown that off
597
00:16:55,247 --> 00:16:56,648
a six months ago said,
598
00:16:56,648 --> 00:16:59,651
you know, everybody gets back to people,
599
00:17:01,053 --> 00:17:04,056
we wanted to have the house,
600
00:17:04,189 --> 00:17:06,258
steam cleaned,
601
00:17:06,258 --> 00:17:09,261
two guys still, nobody's got back to me.
602
00:17:09,661 --> 00:17:10,529
And that was
603
00:17:10,529 --> 00:17:13,032
I started that back in November.
604
00:17:13,032 --> 00:17:14,566
Pauline said, geez, I think it might
605
00:17:14,566 --> 00:17:15,801
we should get the chimney done.
606
00:17:15,801 --> 00:17:16,535
You know, we've been living
607
00:17:16,535 --> 00:17:17,436
in this house for
608
00:17:19,071 --> 00:17:20,406
30 years.
609
00:17:20,406 --> 00:17:22,741
Maybe we should have the chimney cleaned.
610
00:17:22,741 --> 00:17:23,876
I've called two chimney
611
00:17:23,876 --> 00:17:26,879
guys, called and sent emails.
612
00:17:27,613 --> 00:17:29,281
One guy,
613
00:17:29,281 --> 00:17:30,616
I thought he was a buddy of mine.
614
00:17:30,616 --> 00:17:31,917
We coached hockey together.
615
00:17:31,917 --> 00:17:33,285
I coached his son in hockey.
616
00:17:33,285 --> 00:17:34,253
Everything seemed good.
617
00:17:34,253 --> 00:17:36,455
He's kind of in the same time.
618
00:17:36,455 --> 00:17:39,458
I haven't heard anything from anybody.
619
00:17:39,925 --> 00:17:41,460
Nothing.
620
00:17:41,460 --> 00:17:42,694
Nothing.
621
00:17:42,694 --> 00:17:43,729
Just a guy that you maybe
622
00:17:43,729 --> 00:17:46,632
should have made eye contact with, too.
623
00:17:46,632 --> 00:17:48,400
I don't think he was better than me.
624
00:17:48,400 --> 00:17:50,102
I thought we were on the same plane,
625
00:17:50,102 --> 00:17:51,837
you know?
626
00:17:51,837 --> 00:17:53,338
And no response.
627
00:17:53,338 --> 00:17:56,175
Not nothing.
628
00:17:56,175 --> 00:17:58,777
Multiple calls, but I.
629
00:17:58,777 --> 00:17:59,945
So, you know,
630
00:17:59,945 --> 00:18:01,513
Pauline had mentioned that,
631
00:18:01,513 --> 00:18:03,115
and I kind of blamed her.
632
00:18:03,115 --> 00:18:05,751
I go, I think everybody knows
633
00:18:05,751 --> 00:18:07,352
you're tough on contractors,
634
00:18:07,352 --> 00:18:08,353
and maybe the word's out,
635
00:18:08,353 --> 00:18:09,455
it's got to be you.
636
00:18:09,455 --> 00:18:10,689
Not not me.
637
00:18:10,689 --> 00:18:13,058
I mean, especially the chimney guy.
638
00:18:13,058 --> 00:18:15,060
I mean, I, I let that kids
639
00:18:15,060 --> 00:18:16,528
I let that guy's kid play.
640
00:18:16,528 --> 00:18:18,797
He had, he got a lot of ice time. So
641
00:18:19,765 --> 00:18:21,633
it wasn't something like, you know what?
642
00:18:21,633 --> 00:18:23,702
He never call the guy off the, you know.
643
00:18:23,702 --> 00:18:25,404
But
644
00:18:25,404 --> 00:18:26,672
no, I was very surprised.
645
00:18:26,672 --> 00:18:28,373
So
646
00:18:28,373 --> 00:18:30,275
talk about response time and price.
647
00:18:30,275 --> 00:18:31,043
If I finally get
648
00:18:31,043 --> 00:18:32,344
if I get somebody
649
00:18:32,344 --> 00:18:35,347
to call me back and come the
650
00:18:35,380 --> 00:18:37,382
looks like they're going to get the job.
651
00:18:37,382 --> 00:18:38,951
If, you know, in this day and age
652
00:18:38,951 --> 00:18:39,685
how hard it is
653
00:18:39,685 --> 00:18:41,120
for someone to respond to you
654
00:18:41,120 --> 00:18:44,123
and be that over the top professional
655
00:18:44,389 --> 00:18:45,691
and you're that guy,
656
00:18:45,691 --> 00:18:46,191
what is that
657
00:18:46,191 --> 00:18:47,292
that tells you right there
658
00:18:47,292 --> 00:18:49,561
that you can really raise your prices?
659
00:18:49,561 --> 00:18:50,062
Oh, you.
660
00:18:50,062 --> 00:18:50,696
Gosh,
661
00:18:50,696 --> 00:18:51,263
I mean,
662
00:18:51,263 --> 00:18:52,498
it is such a pleasure when,
663
00:18:52,498 --> 00:18:55,300
when you, when you find a gym like this,
664
00:18:55,300 --> 00:18:56,935
you don't care about the price anymore.
665
00:18:56,935 --> 00:18:58,670
May you're glad to to know him,
666
00:18:58,670 --> 00:19:00,572
to have him in the house and to be firm.
667
00:19:00,572 --> 00:19:03,242
So, so, I mean, it's just.
668
00:19:03,242 --> 00:19:05,144
And on the flip side of that,
669
00:19:05,144 --> 00:19:05,677
if you're
670
00:19:05,677 --> 00:19:06,445
and I've had this,
671
00:19:06,445 --> 00:19:07,312
we've all had this happen
672
00:19:07,312 --> 00:19:08,313
where a guy comes in the house
673
00:19:08,313 --> 00:19:09,381
to do some work
674
00:19:09,381 --> 00:19:10,916
and he's just miserable,
675
00:19:10,916 --> 00:19:12,551
or he's kind of a smart aleck
676
00:19:12,551 --> 00:19:13,952
or he's kind of, you know, what?
677
00:19:15,287 --> 00:19:15,787
What?
678
00:19:15,787 --> 00:19:16,488
One day,
679
00:19:16,488 --> 00:19:18,824
you know, I travel a lot, obviously.
680
00:19:18,824 --> 00:19:21,293
And, one day, what did we do?
681
00:19:21,293 --> 00:19:22,494
You had to have the heater guy,
682
00:19:22,494 --> 00:19:25,097
at the house when I was gone. Right.
683
00:19:25,097 --> 00:19:26,398
So he had to go in the basement.
684
00:19:26,398 --> 00:19:28,200
There's a really old house.
685
00:19:28,200 --> 00:19:30,903
So, while the guy was down
686
00:19:30,903 --> 00:19:31,904
in the basement,
687
00:19:31,904 --> 00:19:33,472
my wife went down there with him to show
688
00:19:33,472 --> 00:19:34,473
where everything was at and whether it.
689
00:19:34,473 --> 00:19:34,940
It's a dark.
690
00:19:34,940 --> 00:19:36,842
It's not like a finished basement.
691
00:19:36,842 --> 00:19:38,010
Right.
692
00:19:38,010 --> 00:19:39,111
And it's dark down there,
693
00:19:39,111 --> 00:19:40,445
and it's kind of eerie
694
00:19:40,445 --> 00:19:42,214
because it's an older house.
695
00:19:42,214 --> 00:19:44,082
He asked my wife while he was down there.
696
00:19:44,082 --> 00:19:47,052
You live alone? Oh.
697
00:19:47,419 --> 00:19:50,289
And then he said, oh, oh.
698
00:19:50,289 --> 00:19:51,223
Oh.
699
00:19:51,223 --> 00:19:52,124
And then he said, does
700
00:19:52,124 --> 00:19:52,891
it doesn't scare
701
00:19:52,891 --> 00:19:54,927
you being down here like this?
702
00:19:54,927 --> 00:19:56,461
I mean, what what the hell
703
00:19:57,563 --> 00:19:57,963
kind of thing
704
00:19:57,963 --> 00:19:59,431
to say to, to a lady
705
00:19:59,431 --> 00:20:01,033
when you're on that estimate?
706
00:20:01,033 --> 00:20:02,401
That was like, game over, dude.
707
00:20:02,401 --> 00:20:03,936
You're you're you're done.
708
00:20:03,936 --> 00:20:04,570
You know what I mean?
709
00:20:04,570 --> 00:20:06,305
What a stupid thing to say.
710
00:20:06,305 --> 00:20:09,308
So it it's, it
711
00:20:09,308 --> 00:20:12,311
it does amaze me sometimes
712
00:20:12,444 --> 00:20:14,446
the the things that you hear.
713
00:20:14,446 --> 00:20:15,647
We had a heater guy.
714
00:20:15,647 --> 00:20:18,016
Same thing, same thing.
715
00:20:18,016 --> 00:20:19,918
We had a heater guy come in and,
716
00:20:19,918 --> 00:20:20,185
you know,
717
00:20:20,185 --> 00:20:21,053
we've been doing business
718
00:20:21,053 --> 00:20:22,854
with this company for a long time,
719
00:20:22,854 --> 00:20:24,089
and something went wrong here.
720
00:20:24,089 --> 00:20:25,457
They send the repair guy over.
721
00:20:25,457 --> 00:20:26,124
He's an older guy.
722
00:20:26,124 --> 00:20:28,260
He's like my age, you know?
723
00:20:28,260 --> 00:20:32,297
And all of a sudden, this guy just starts
724
00:20:32,464 --> 00:20:35,567
ranting about the politics
725
00:20:35,567 --> 00:20:38,570
and his politics and,
726
00:20:38,637 --> 00:20:40,339
you know,
727
00:20:40,339 --> 00:20:41,139
I know we don't talk
728
00:20:41,139 --> 00:20:42,174
politics and religion
729
00:20:42,174 --> 00:20:43,875
and stuff on the show.
730
00:20:43,875 --> 00:20:45,210
And there's a reason.
731
00:20:45,210 --> 00:20:46,311
Yeah, right.
732
00:20:46,311 --> 00:20:47,913
There's a reason for it
733
00:20:47,913 --> 00:20:49,715
in the professional situation.
734
00:20:50,716 --> 00:20:52,651
I was just shocked.
735
00:20:52,651 --> 00:20:53,252
Yeah, that
736
00:20:53,252 --> 00:20:55,854
this guy was just so over the top.
737
00:20:55,854 --> 00:20:58,357
Like, you know, there's no flags.
738
00:20:58,357 --> 00:20:59,658
I don't have bumper stickers.
739
00:20:59,658 --> 00:21:01,560
I don't do the political science.
740
00:21:01,560 --> 00:21:03,095
You know, there's none of that.
741
00:21:03,095 --> 00:21:04,630
That would give him the a.
742
00:21:04,630 --> 00:21:06,698
Oh you know it's okay to. Yeah.
743
00:21:06,698 --> 00:21:08,066
Go with this rant.
744
00:21:08,066 --> 00:21:10,202
Well
745
00:21:10,202 --> 00:21:12,604
number one the guy did not get it
746
00:21:12,604 --> 00:21:13,472
tip balling.
747
00:21:13,472 --> 00:21:16,141
Everybody comes to do some work here.
748
00:21:16,141 --> 00:21:17,976
All you're getting a $20 tip.
749
00:21:17,976 --> 00:21:21,046
You will get a tip as long as
750
00:21:22,080 --> 00:21:24,483
you know all you got to do is do the job,
751
00:21:24,483 --> 00:21:26,151
you know, don't insult or and you're
752
00:21:26,151 --> 00:21:28,153
you're in. Yeah.
753
00:21:28,153 --> 00:21:30,188
So when I saw this guy got no tip,
754
00:21:30,188 --> 00:21:33,091
I was like, oh, this guy really?
755
00:21:33,091 --> 00:21:34,960
This guy really crossed the line.
756
00:21:34,960 --> 00:21:35,794
Yeah.
757
00:21:35,794 --> 00:21:38,430
Then she picks up the phone and says,
758
00:21:38,430 --> 00:21:40,232
next time we get a service call,
759
00:21:40,232 --> 00:21:41,333
do not send him.
760
00:21:43,368 --> 00:21:44,202
Again, like, what
761
00:21:44,202 --> 00:21:45,070
happened this and that.
762
00:21:45,070 --> 00:21:45,704
She's like,
763
00:21:45,704 --> 00:21:46,972
it's our don't worry about it.
764
00:21:46,972 --> 00:21:49,074
Just just we don't need to.
765
00:21:49,074 --> 00:21:51,910
You don't need to send him again. Yeah.
766
00:21:51,910 --> 00:21:54,012
And the thing is, it doesn't cost a dime.
767
00:21:54,012 --> 00:21:54,980
He didn't gain anything.
768
00:21:54,980 --> 00:21:55,380
You know what I mean?
769
00:21:55,380 --> 00:21:57,716
It just it just makes no sense.
770
00:21:57,716 --> 00:22:00,352
And, I did in a church job one time,
771
00:22:00,352 --> 00:22:02,187
and it was in a hallway doing a repair.
772
00:22:02,187 --> 00:22:04,323
The water heater went or whatever.
773
00:22:04,323 --> 00:22:05,924
When I got there, at the same time,
774
00:22:05,924 --> 00:22:07,793
the water heater guy showed up. Right.
775
00:22:07,793 --> 00:22:08,293
So we're both
776
00:22:08,293 --> 00:22:09,928
in this little small hallway
777
00:22:09,928 --> 00:22:12,197
that we we can't we can't work like this.
778
00:22:12,197 --> 00:22:13,665
Right. And he was late.
779
00:22:13,665 --> 00:22:14,833
I came in on time,
780
00:22:14,833 --> 00:22:16,168
and this guy was way late for being.
781
00:22:16,168 --> 00:22:18,036
He was supposed to be there hours ago.
782
00:22:18,036 --> 00:22:20,372
So, she said, listen, you
783
00:22:20,372 --> 00:22:22,641
I give you schedule to be here.
784
00:22:22,641 --> 00:22:23,975
So he's going to be here.
785
00:22:23,975 --> 00:22:25,344
You're gonna have to come back.
786
00:22:25,344 --> 00:22:26,411
He goes, well, I can't come back.
787
00:22:26,411 --> 00:22:28,113
My boss, blah, blah, whatever.
788
00:22:28,113 --> 00:22:29,948
So, he said,
789
00:22:29,948 --> 00:22:30,315
he said,
790
00:22:30,315 --> 00:22:31,616
do you mind if I use your phone to go?
791
00:22:31,616 --> 00:22:34,519
Sure. So he went to use her phone.
792
00:22:34,519 --> 00:22:35,287
She disappeared.
793
00:22:36,688 --> 00:22:37,789
Next thing I know, she
794
00:22:37,789 --> 00:22:40,025
is screaming at this guy.
795
00:22:40,025 --> 00:22:40,592
She goes,
796
00:22:40,592 --> 00:22:41,593
he came in there and she goes,
797
00:22:41,593 --> 00:22:43,128
you call me a crazy dingbat,
798
00:22:43,128 --> 00:22:43,995
you get out of here.
799
00:22:43,995 --> 00:22:44,996
Don't you ever come back.
800
00:22:44,996 --> 00:22:45,997
She picked up the phone
801
00:22:45,997 --> 00:22:47,232
and listen to his conversation
802
00:22:47,232 --> 00:22:47,733
with the boss.
803
00:22:47,733 --> 00:22:49,568
I'm on the other phone
804
00:22:49,568 --> 00:22:51,036
and he just said, hey, this crazy.
805
00:22:51,036 --> 00:22:54,406
Oh, yeah. Oh.
806
00:22:54,673 --> 00:22:55,841
Not good.
807
00:22:55,841 --> 00:22:57,709
So, but to our point,
808
00:22:57,709 --> 00:22:59,444
I mean, there's just this
809
00:22:59,444 --> 00:23:01,046
act of being an over-the-top
810
00:23:01,046 --> 00:23:03,815
professional is worth money.
811
00:23:03,815 --> 00:23:06,718
So, just over-the-top professional.
812
00:23:06,718 --> 00:23:09,654
I mean, it takes, you know, extra time,
813
00:23:09,654 --> 00:23:10,889
and it is worth a lot of money.
814
00:23:10,889 --> 00:23:13,725
More now today than it ever has been.
815
00:23:13,725 --> 00:23:16,495
You know, I said the bomb.
816
00:23:16,495 --> 00:23:19,998
Maybe it was maybe six months
817
00:23:19,998 --> 00:23:22,033
after Covid really started,
818
00:23:22,033 --> 00:23:24,169
you know, ramping up, you know?
819
00:23:24,169 --> 00:23:27,038
And so I said, how,
820
00:23:27,038 --> 00:23:27,572
how are you doing
821
00:23:27,572 --> 00:23:28,173
your estimates
822
00:23:28,173 --> 00:23:29,741
and everything, you know, how's
823
00:23:29,741 --> 00:23:30,409
how's that going?
824
00:23:30,409 --> 00:23:31,476
I mean, this is in every
825
00:23:31,476 --> 00:23:33,345
but this, you know, back
826
00:23:33,345 --> 00:23:34,880
when we're six months in,
827
00:23:34,880 --> 00:23:37,682
you know, like May of 2020,
828
00:23:37,682 --> 00:23:38,917
everybody was paranoid, right?
829
00:23:38,917 --> 00:23:40,051
Nobody really knew.
830
00:23:41,186 --> 00:23:41,686
I mean, no,
831
00:23:41,686 --> 00:23:43,288
no, it was bad, but
832
00:23:43,288 --> 00:23:43,855
just didn't have
833
00:23:43,855 --> 00:23:44,790
a lot of good information.
834
00:23:44,790 --> 00:23:45,824
So I said,
835
00:23:45,824 --> 00:23:46,858
how are you doing
836
00:23:46,858 --> 00:23:49,694
your estimates, you know, how's that go?
837
00:23:49,694 --> 00:23:52,230
And he's like, I pull
838
00:23:52,230 --> 00:23:55,233
up, I tell them that I'm on my way.
839
00:23:55,367 --> 00:23:57,068
And then when I pull into the driveway,
840
00:23:57,068 --> 00:23:57,736
I tell them,
841
00:23:57,736 --> 00:23:59,204
I call him, tell them I'm there.
842
00:23:59,204 --> 00:23:59,805
I get out,
843
00:23:59,805 --> 00:24:00,772
I roll my
844
00:24:00,772 --> 00:24:01,940
because I have my windows
845
00:24:01,940 --> 00:24:03,642
down, I get out,
846
00:24:03,642 --> 00:24:06,077
I show them that I'm putting my mask on.
847
00:24:06,077 --> 00:24:07,712
I'm using hand sanitizer.
848
00:24:07,712 --> 00:24:09,347
I put gloves on.
849
00:24:09,347 --> 00:24:10,682
He approaches the house,
850
00:24:10,682 --> 00:24:11,750
and then when he goes out,
851
00:24:11,750 --> 00:24:12,317
he's doing this
852
00:24:12,317 --> 00:24:14,219
whole he's got this whole thing
853
00:24:14,219 --> 00:24:15,620
that he was doing,
854
00:24:15,620 --> 00:24:18,423
which to your point, what you just said,
855
00:24:18,423 --> 00:24:21,326
a being over the top professional.
856
00:24:21,326 --> 00:24:22,627
Well,
857
00:24:22,627 --> 00:24:23,862
for somebody like Pauline,
858
00:24:23,862 --> 00:24:25,764
like if we have somebody command
859
00:24:25,764 --> 00:24:27,232
like we had a heater guy
860
00:24:27,232 --> 00:24:28,767
about 6 or 8 months ago
861
00:24:28,767 --> 00:24:29,868
and the guy comes to the door
862
00:24:29,868 --> 00:24:30,469
and Pauline goes,
863
00:24:30,469 --> 00:24:31,436
do you mind putting the mask on?
864
00:24:31,436 --> 00:24:32,671
He goes, oh no, no problem.
865
00:24:32,671 --> 00:24:34,773
You know, he runs up, puts the mask on.
866
00:24:34,773 --> 00:24:38,210
But bomb was like what I thought was over
867
00:24:38,210 --> 00:24:39,177
the top. Right.
868
00:24:40,278 --> 00:24:40,712
But like
869
00:24:40,712 --> 00:24:41,646
you said,
870
00:24:41,646 --> 00:24:42,080
you know,
871
00:24:42,080 --> 00:24:43,815
and we're talking about responsiveness
872
00:24:43,815 --> 00:24:44,583
and reputation.
873
00:24:44,583 --> 00:24:47,252
Everything man that over the top
874
00:24:47,252 --> 00:24:48,353
that he was doing
875
00:24:48,353 --> 00:24:51,356
the Covid his his Covid protocol
876
00:24:52,257 --> 00:24:54,092
and work miracles for him.
877
00:24:54,092 --> 00:24:57,062
Well it's now more urgent than ever.
878
00:24:57,362 --> 00:24:58,330
No matter what people think
879
00:24:58,330 --> 00:24:59,564
about the mask, the no mask,
880
00:24:59,564 --> 00:25:01,733
the double mask, whatever, Who cares?
881
00:25:01,733 --> 00:25:02,767
I don't care,
882
00:25:02,767 --> 00:25:03,869
but now,
883
00:25:03,869 --> 00:25:04,302
you know,
884
00:25:04,302 --> 00:25:05,070
some people are
885
00:25:05,070 --> 00:25:07,372
very, very have staunch police on either
886
00:25:07,372 --> 00:25:07,839
side of this.
887
00:25:07,839 --> 00:25:08,940
So I think
888
00:25:08,940 --> 00:25:09,975
you just have to make that clear
889
00:25:09,975 --> 00:25:10,642
right up front.
890
00:25:10,642 --> 00:25:12,010
And that's another thing, is your house,
891
00:25:12,010 --> 00:25:13,211
your rules.
892
00:25:13,211 --> 00:25:15,247
And, my opinion is your opinion.
893
00:25:15,247 --> 00:25:16,314
Do you want me to wear the mask?
894
00:25:16,314 --> 00:25:17,182
I mean, I'm,
895
00:25:17,182 --> 00:25:18,116
I'm more than happy to
896
00:25:18,116 --> 00:25:19,117
if you don't want to it.
897
00:25:19,117 --> 00:25:19,751
You know what I mean?
898
00:25:19,751 --> 00:25:23,088
Now, I'll clarify that with you.
899
00:25:23,088 --> 00:25:24,422
Also, the contractor
900
00:25:24,422 --> 00:25:25,624
have your beliefs, right?
901
00:25:25,624 --> 00:25:26,591
And you have to, you know,
902
00:25:26,591 --> 00:25:28,860
you have to honor those as well, so.
903
00:25:28,860 --> 00:25:29,728
Well, that's funny.
904
00:25:29,728 --> 00:25:30,896
That's,
905
00:25:30,896 --> 00:25:32,697
that's how we've been doing our trainings
906
00:25:32,697 --> 00:25:35,700
for the last, you know, 6 or 8 months,
907
00:25:35,934 --> 00:25:39,237
trainings that we do at the bone RTC.
908
00:25:39,237 --> 00:25:39,504
You know,
909
00:25:39,504 --> 00:25:40,305
we're still con,
910
00:25:40,305 --> 00:25:43,441
still following the Covid protocol
911
00:25:43,441 --> 00:25:44,543
and masks
912
00:25:44,543 --> 00:25:48,213
and distancing and, you know, we, we,
913
00:25:48,847 --> 00:25:51,082
disinfect the place every night,
914
00:25:51,082 --> 00:25:52,250
but that's our house.
915
00:25:52,250 --> 00:25:53,118
So that's,
916
00:25:53,118 --> 00:25:55,320
like you said, our house, our rules.
917
00:25:55,320 --> 00:25:56,421
When we're doing
918
00:25:57,889 --> 00:25:58,957
things that distributor
919
00:25:58,957 --> 00:26:01,293
ships or other, we kind of go by what,
920
00:26:01,293 --> 00:26:02,961
what their rules are.
921
00:26:02,961 --> 00:26:05,163
You know, I I'll still wear a mask.
922
00:26:05,163 --> 00:26:06,665
But it's funny
923
00:26:06,665 --> 00:26:08,199
because whether you're a mask or not,
924
00:26:08,199 --> 00:26:09,401
a master,
925
00:26:09,401 --> 00:26:10,435
I think we're at the point
926
00:26:10,435 --> 00:26:12,370
now where most people
927
00:26:12,370 --> 00:26:13,438
respect the opinion
928
00:26:13,438 --> 00:26:15,907
either way, rather than,
929
00:26:15,907 --> 00:26:16,308
you know,
930
00:26:16,308 --> 00:26:18,310
with two years of working during this,
931
00:26:18,310 --> 00:26:21,413
I still haven't had anybody complain
932
00:26:21,413 --> 00:26:22,981
one way or the other
933
00:26:22,981 --> 00:26:25,183
about masking or no masking.
934
00:26:25,183 --> 00:26:26,618
And if we ask them to mask up,
935
00:26:26,618 --> 00:26:27,686
everybody is very polite
936
00:26:27,686 --> 00:26:30,689
and does it and we move on.
937
00:26:31,056 --> 00:26:32,023
I was at the airport
938
00:26:32,023 --> 00:26:32,624
the other day,
939
00:26:32,624 --> 00:26:34,726
and I was going through the,
940
00:26:34,726 --> 00:26:35,360
through the,
941
00:26:35,360 --> 00:26:37,095
you know, the checkout line or whatever,
942
00:26:37,095 --> 00:26:39,631
you know, to to get to the,
943
00:26:39,631 --> 00:26:40,966
terminal or whatever.
944
00:26:40,966 --> 00:26:41,466
And, you know,
945
00:26:41,466 --> 00:26:43,201
I given my driver's license
946
00:26:43,201 --> 00:26:45,303
and I gave him my ticket. Right.
947
00:26:45,303 --> 00:26:46,004
And he has to,
948
00:26:46,004 --> 00:26:47,038
you know, pull the mask down
949
00:26:47,038 --> 00:26:48,073
so he can see your face. Right?
950
00:26:48,073 --> 00:26:50,075
But so he goes, pull the mask down.
951
00:26:50,075 --> 00:26:51,843
He's not really a real guy.
952
00:26:51,843 --> 00:26:52,744
I pulled the mask. Delegate's.
953
00:26:52,744 --> 00:26:53,912
Oh, God. Put that back up.
954
00:27:01,319 --> 00:27:03,021
I think I look better with
955
00:27:03,021 --> 00:27:04,155
a mask, I really do.
956
00:27:04,155 --> 00:27:06,725
I can I wear. Better with a mask?
957
00:27:06,725 --> 00:27:07,959
Yeah, right.
958
00:27:07,959 --> 00:27:10,128
All right, so, just real quick here,
959
00:27:10,128 --> 00:27:11,329
before the Covid thing,
960
00:27:11,329 --> 00:27:12,163
before the masking
961
00:27:12,163 --> 00:27:13,431
for all this stuff, I, I,
962
00:27:13,431 --> 00:27:15,567
I knocked on a lady's door,
963
00:27:15,567 --> 00:27:17,335
for an estimate
964
00:27:17,335 --> 00:27:18,837
to open the door and rob the.
965
00:27:18,837 --> 00:27:20,839
The wafting smell of smoke
966
00:27:20,839 --> 00:27:22,440
would knock out anybody.
967
00:27:22,440 --> 00:27:24,042
I mean, it was like this, this lady,
968
00:27:24,042 --> 00:27:25,810
if you had a cigaret in her hand
969
00:27:25,810 --> 00:27:27,345
and she was a real old lady,
970
00:27:27,345 --> 00:27:29,514
you know, wrinkled, really old lady.
971
00:27:29,514 --> 00:27:31,116
But what came to the door
972
00:27:31,116 --> 00:27:33,785
also was a pug dog.
973
00:27:33,785 --> 00:27:35,553
And I looked down at the pug dog
974
00:27:35,553 --> 00:27:36,788
and it's, you know,
975
00:27:36,788 --> 00:27:38,289
it's it's tongue was out, right?
976
00:27:39,624 --> 00:27:39,991
It was the
977
00:27:39,991 --> 00:27:42,060
driest tongue I've ever seen on a
978
00:27:42,060 --> 00:27:43,995
on a four legged creature.
979
00:27:43,995 --> 00:27:46,197
And his eyes were yellow.
980
00:27:46,197 --> 00:27:47,532
Right.
981
00:27:47,532 --> 00:27:49,668
And, as I'm talking her, she said,
982
00:27:49,668 --> 00:27:52,671
you know, I rescued this dog.
983
00:27:53,571 --> 00:27:54,205
From.
984
00:27:54,205 --> 00:27:55,240
From what?
985
00:27:55,240 --> 00:27:56,941
Yeah. That's what I thought she was.
986
00:27:56,941 --> 00:27:57,475
You know,
987
00:27:57,475 --> 00:27:59,277
he was on the street somewhere,
988
00:27:59,277 --> 00:28:01,413
and I brought him in and, rescued him.
989
00:28:01,413 --> 00:28:03,948
And I looked at that dog, that that dog.
990
00:28:03,948 --> 00:28:05,283
That dog
991
00:28:05,283 --> 00:28:08,787
is got to be the most unlucky rescue dog.
992
00:28:09,287 --> 00:28:09,954
Yes.
993
00:28:09,954 --> 00:28:10,622
And especially
994
00:28:10,622 --> 00:28:13,224
you being the rescuer of animals.
995
00:28:13,224 --> 00:28:14,259
Yes, yes.
996
00:28:14,259 --> 00:28:17,028
Had to be a killer for you. Yeah, yeah.
997
00:28:17,028 --> 00:28:17,962
Did you take the job
998
00:28:17,962 --> 00:28:19,230
just so you could steal the dog?
999
00:28:19,230 --> 00:28:20,732
Is that where the story's going?
1000
00:28:20,732 --> 00:28:23,702
I the dog got lost in your truck.
1001
00:28:23,835 --> 00:28:26,571
I think we did do the job, but, Yeah,
1002
00:28:26,571 --> 00:28:27,405
I didn't take the dog.
1003
00:28:28,707 --> 00:28:30,508
All right, another interesting thing.
1004
00:28:30,508 --> 00:28:31,810
And I found this super interesting.
1005
00:28:31,810 --> 00:28:35,046
Rob, that social media and Facebook,
1006
00:28:35,947 --> 00:28:37,949
Twitter, Nextdoor,
1007
00:28:37,949 --> 00:28:40,785
any of those stuff just accounted for 6%
1008
00:28:40,785 --> 00:28:41,986
of the reasons
1009
00:28:41,986 --> 00:28:44,089
that the person got the job.
1010
00:28:44,089 --> 00:28:47,092
And that actually doubled from 2018.
1011
00:28:47,859 --> 00:28:50,161
So we talk about how important
1012
00:28:50,161 --> 00:28:50,995
social media is
1013
00:28:50,995 --> 00:28:52,464
and these types of things,
1014
00:28:52,464 --> 00:28:55,467
but pales in comparison from referrals,
1015
00:28:56,334 --> 00:28:56,968
even pales
1016
00:28:56,968 --> 00:28:57,902
in comparison
1017
00:28:57,902 --> 00:29:00,371
to referrals from other trades people.
1018
00:29:00,371 --> 00:29:02,407
So that old fashioned networking
1019
00:29:02,407 --> 00:29:03,408
and just,
1020
00:29:03,408 --> 00:29:05,510
you know, doing quality work
1021
00:29:05,510 --> 00:29:07,812
and that type of stuff and referrals,
1022
00:29:07,812 --> 00:29:08,480
it just
1023
00:29:08,480 --> 00:29:09,814
you can't underscore enough
1024
00:29:09,814 --> 00:29:10,615
how important that is.
1025
00:29:10,615 --> 00:29:12,517
Referrals and reputation.
1026
00:29:12,517 --> 00:29:12,751
You know,
1027
00:29:12,751 --> 00:29:14,319
I remember when we had Eric on
1028
00:29:14,319 --> 00:29:15,153
and that was another
1029
00:29:15,153 --> 00:29:16,488
one of our favorite episodes
1030
00:29:16,488 --> 00:29:19,190
when Erica Casey came on and did the
1031
00:29:19,190 --> 00:29:21,259
the social media stuff. And
1032
00:29:22,460 --> 00:29:25,330
I remember her saying that,
1033
00:29:25,330 --> 00:29:25,597
you know,
1034
00:29:25,597 --> 00:29:28,600
the Instagram was for your pictures
1035
00:29:28,600 --> 00:29:30,301
and things like that,
1036
00:29:30,301 --> 00:29:32,937
and then your Facebook account
1037
00:29:32,937 --> 00:29:34,305
was kind of who you are,
1038
00:29:34,305 --> 00:29:35,140
what you've done.
1039
00:29:35,140 --> 00:29:36,040
You know,
1040
00:29:36,040 --> 00:29:39,377
the Instagram was more, inspiration
1041
00:29:39,644 --> 00:29:40,378
type stuff
1042
00:29:40,378 --> 00:29:41,813
where Facebook was nuts
1043
00:29:41,813 --> 00:29:43,414
and bolts of your company.
1044
00:29:43,414 --> 00:29:46,184
So I wonder if
1045
00:29:46,184 --> 00:29:47,085
that,
1046
00:29:47,085 --> 00:29:47,652
because I thought
1047
00:29:47,652 --> 00:29:49,921
that number was really low.
1048
00:29:49,921 --> 00:29:52,490
But then I remember Erica saying,
1049
00:29:52,490 --> 00:29:54,192
these are just so people know who
1050
00:29:54,192 --> 00:29:56,127
you are.
1051
00:29:56,127 --> 00:29:56,995
So I think they'll
1052
00:29:56,995 --> 00:29:58,163
just get to know who you are,
1053
00:29:58,163 --> 00:29:58,963
but that
1054
00:29:58,963 --> 00:30:00,398
I don't think people were using
1055
00:30:00,398 --> 00:30:02,500
that was the reason
1056
00:30:02,500 --> 00:30:03,468
that I hired him,
1057
00:30:03,468 --> 00:30:05,837
was because I saw him on Instagram.
1058
00:30:05,837 --> 00:30:06,971
You know, that might have been
1059
00:30:06,971 --> 00:30:08,606
the reason that they got in
1060
00:30:08,606 --> 00:30:10,241
and got to do the estimate.
1061
00:30:11,743 --> 00:30:12,577
Here's what here's what.
1062
00:30:12,577 --> 00:30:14,379
I think number just seemed wicked low.
1063
00:30:14,379 --> 00:30:16,080
I thought it does not.
1064
00:30:16,080 --> 00:30:17,382
Here's why it might account.
1065
00:30:17,382 --> 00:30:19,150
It might account for that,
1066
00:30:19,150 --> 00:30:20,418
I think
1067
00:30:20,418 --> 00:30:21,252
I actually think it would be
1068
00:30:21,252 --> 00:30:23,521
more is more important in our industry.
1069
00:30:23,521 --> 00:30:23,855
I think
1070
00:30:23,855 --> 00:30:25,123
you're probably spending more money
1071
00:30:25,123 --> 00:30:26,057
and it's more it's
1072
00:30:26,057 --> 00:30:27,392
a permanent fixture in a house
1073
00:30:27,392 --> 00:30:28,660
and, hardwood floors and
1074
00:30:28,660 --> 00:30:30,061
and what have you.
1075
00:30:30,061 --> 00:30:31,729
I think it certainly depends on
1076
00:30:31,729 --> 00:30:34,299
how good you are at social media,
1077
00:30:34,299 --> 00:30:35,433
because, you know,
1078
00:30:35,433 --> 00:30:38,002
talking to Aaron Sheaves,
1079
00:30:38,002 --> 00:30:40,205
that's that's his whole business,
1080
00:30:40,205 --> 00:30:41,072
social media.
1081
00:30:41,072 --> 00:30:42,307
I mean, he's getting everything off
1082
00:30:42,307 --> 00:30:43,074
social media.
1083
00:30:43,074 --> 00:30:44,175
And I talked to a lot of guys
1084
00:30:44,175 --> 00:30:44,943
that social media
1085
00:30:44,943 --> 00:30:46,811
is like drives their business now.
1086
00:30:46,811 --> 00:30:49,814
Like, like 100% that referrals.
1087
00:30:50,081 --> 00:30:52,217
So I think that's interesting
1088
00:30:52,217 --> 00:30:53,284
how low that is.
1089
00:30:53,284 --> 00:30:54,686
And I don't think it's the case
1090
00:30:54,686 --> 00:30:56,054
in our industry.
1091
00:30:56,054 --> 00:30:57,121
You know, now that we
1092
00:30:57,121 --> 00:30:58,323
talked it out a little bit,
1093
00:31:00,258 --> 00:31:01,926
there's so much of social media
1094
00:31:01,926 --> 00:31:04,329
that you see for our guys
1095
00:31:04,329 --> 00:31:05,763
a lot of before and after.
1096
00:31:05,763 --> 00:31:07,131
And I mean,
1097
00:31:07,131 --> 00:31:09,500
you know, some of these before pictures,
1098
00:31:09,500 --> 00:31:09,734
you, you know,
1099
00:31:09,734 --> 00:31:10,568
it looks like cows
1100
00:31:10,568 --> 00:31:13,238
were left to live on these floors,
1101
00:31:13,238 --> 00:31:14,372
you know,
1102
00:31:14,372 --> 00:31:15,773
and then when they're done,
1103
00:31:15,773 --> 00:31:17,475
they're just spectacular.
1104
00:31:17,475 --> 00:31:18,810
So I don't think
1105
00:31:18,810 --> 00:31:19,410
painters are going
1106
00:31:19,410 --> 00:31:21,412
to put up a lot of before and after.
1107
00:31:21,412 --> 00:31:22,580
You know,
1108
00:31:22,580 --> 00:31:24,515
the wall was white and now it's blue.
1109
00:31:24,515 --> 00:31:25,516
But,
1110
00:31:25,516 --> 00:31:25,650
you know,
1111
00:31:25,650 --> 00:31:28,052
it's not what a wood floor guy does to
1112
00:31:28,052 --> 00:31:29,220
for his before and after.
1113
00:31:29,220 --> 00:31:30,121
So, yeah,
1114
00:31:30,121 --> 00:31:32,390
maybe that could be another reason
1115
00:31:32,390 --> 00:31:33,524
that the social media
1116
00:31:33,524 --> 00:31:34,859
was definitely more important
1117
00:31:34,859 --> 00:31:37,428
to a floor guy than a painter.
1118
00:31:37,428 --> 00:31:39,864
I think 100% it is.
1119
00:31:39,864 --> 00:31:41,399
And also,
1120
00:31:41,399 --> 00:31:42,467
you know, products
1121
00:31:42,467 --> 00:31:44,002
that you mentioned earlier, products
1122
00:31:44,002 --> 00:31:45,370
that use it's scores
1123
00:31:45,370 --> 00:31:47,071
high up with the painters to,
1124
00:31:47,071 --> 00:31:48,539
they want to make sure it's a good
1125
00:31:48,539 --> 00:31:49,974
well known product or what have you.
1126
00:31:49,974 --> 00:31:50,775
So.
1127
00:31:50,775 --> 00:31:52,410
Yeah, quality of the
1128
00:31:52,410 --> 00:31:53,878
that tested off the charts.
1129
00:31:55,847 --> 00:31:57,415
Another I'll give you one more.
1130
00:31:57,415 --> 00:31:58,816
Here is the contractor
1131
00:31:58,816 --> 00:31:59,584
rating a review
1132
00:31:59,584 --> 00:32:02,587
website generated 8% of the landed leads.
1133
00:32:03,354 --> 00:32:03,788
Right.
1134
00:32:03,788 --> 00:32:06,024
Equal to the number from 2018,
1135
00:32:06,024 --> 00:32:07,292
which, you know, the Angie's
1136
00:32:07,292 --> 00:32:09,594
Angie List, angie.com, or whatever.
1137
00:32:09,594 --> 00:32:12,063
They dropped by 35% from 2008.
1138
00:32:12,063 --> 00:32:13,965
Wasn't that a shocker?
1139
00:32:13,965 --> 00:32:15,500
Well, yes, that shocked me.
1140
00:32:15,500 --> 00:32:18,503
35% in three years.
1141
00:32:18,703 --> 00:32:19,771
They dropped off.
1142
00:32:19,771 --> 00:32:22,740
From 2018 to 2021.
1143
00:32:23,041 --> 00:32:25,476
That number dropped 35%.
1144
00:32:25,476 --> 00:32:27,979
It doesn't shock me at all.
1145
00:32:27,979 --> 00:32:30,982
And, you think about it,
1146
00:32:31,649 --> 00:32:33,418
everybody swamped
1147
00:32:33,418 --> 00:32:35,186
everybody with double their business.
1148
00:32:35,186 --> 00:32:37,622
If they had more, more employees. Right.
1149
00:32:37,622 --> 00:32:39,691
So why do you need a referral service
1150
00:32:39,691 --> 00:32:41,492
if you if you're so busy right now
1151
00:32:41,492 --> 00:32:42,427
that you can't
1152
00:32:42,427 --> 00:32:44,362
you can't keep doing all the work?
1153
00:32:44,362 --> 00:32:45,797
So I can kind of see
1154
00:32:45,797 --> 00:32:46,831
where that one's coming from.
1155
00:32:48,399 --> 00:32:51,402
Not a good number for Angie, though.
1156
00:32:51,436 --> 00:32:54,439
No.
1157
00:32:54,973 --> 00:32:55,873
You know, when you,
1158
00:32:55,873 --> 00:32:58,876
when you sent this over to me,
1159
00:32:59,277 --> 00:33:01,879
you know, and I saw painters,
1160
00:33:01,879 --> 00:33:02,880
you know, the head of the email
1161
00:33:02,880 --> 00:33:04,082
said painters something.
1162
00:33:04,082 --> 00:33:04,549
I was like,
1163
00:33:04,549 --> 00:33:05,149
oh, man,
1164
00:33:05,149 --> 00:33:07,885
we're going to do a show on painters
1165
00:33:07,885 --> 00:33:10,888
that think they can do hardwood floors.
1166
00:33:11,923 --> 00:33:13,491
So I even though
1167
00:33:13,491 --> 00:33:14,659
that's not what the show's about,
1168
00:33:14,659 --> 00:33:16,027
I get to tell you the story.
1169
00:33:16,027 --> 00:33:18,196
Okay.
1170
00:33:18,196 --> 00:33:21,199
I go in to, do an estimate.
1171
00:33:21,632 --> 00:33:22,800
Older couple in town
1172
00:33:22,800 --> 00:33:24,268
going to do an estimate.
1173
00:33:24,268 --> 00:33:26,671
They want their kitchen sanded, you know,
1174
00:33:26,671 --> 00:33:29,640
like you tell somebody it was a new job
1175
00:33:29,640 --> 00:33:32,643
and somebody rented the old
1176
00:33:33,044 --> 00:33:35,113
the old tip tilt, you know what I mean?
1177
00:33:35,113 --> 00:33:36,514
And just. Know. Yeah.
1178
00:33:36,514 --> 00:33:39,150
Dribbled his way through the floor
1179
00:33:39,150 --> 00:33:41,552
and just absolutely destroyed this
1180
00:33:41,552 --> 00:33:42,754
this kitchen floor.
1181
00:33:42,754 --> 00:33:45,423
I mean, just absolutely destroyed it.
1182
00:33:47,492 --> 00:33:50,194
So, you know, these jobs are
1183
00:33:50,194 --> 00:33:52,463
more of a repair jobs in the sand job
1184
00:33:52,463 --> 00:33:53,731
because if I don't.
1185
00:33:53,731 --> 00:33:54,332
Right.
1186
00:33:54,332 --> 00:33:55,133
Yeah, I don't level
1187
00:33:55,133 --> 00:33:56,834
it's still going to look crappy.
1188
00:33:56,834 --> 00:33:58,503
You know.
1189
00:33:58,503 --> 00:34:00,204
So I think at the time
1190
00:34:00,204 --> 00:34:02,340
we were charging like 250 a foot.
1191
00:34:02,340 --> 00:34:03,541
So I think I,
1192
00:34:03,541 --> 00:34:04,909
I might have jumped up
1193
00:34:04,909 --> 00:34:07,912
to like three and a quarter, you know,
1194
00:34:08,613 --> 00:34:10,648
and I forget the site,
1195
00:34:10,648 --> 00:34:10,982
but I'm
1196
00:34:10,982 --> 00:34:13,551
pretty sure the job was around $700.
1197
00:34:13,551 --> 00:34:15,353
You know,
1198
00:34:15,353 --> 00:34:17,422
and I give the lady the estimate.
1199
00:34:17,422 --> 00:34:18,423
Now, now
1200
00:34:18,423 --> 00:34:20,191
all of a sudden, she's telling me
1201
00:34:20,191 --> 00:34:22,493
is actually on that street
1202
00:34:22,493 --> 00:34:23,161
that she lived on.
1203
00:34:23,161 --> 00:34:23,694
I had done
1204
00:34:23,694 --> 00:34:25,463
three other houses over the years,
1205
00:34:25,463 --> 00:34:25,797
you know.
1206
00:34:25,797 --> 00:34:27,632
So
1207
00:34:27,632 --> 00:34:29,100
I guess she went to the neighbors
1208
00:34:29,100 --> 00:34:30,835
and said, my floor is disaster.
1209
00:34:30,835 --> 00:34:31,803
And now, like, I'll call
1210
00:34:31,803 --> 00:34:33,404
Rock, you know, so
1211
00:34:33,404 --> 00:34:34,539
so I give her my estimate
1212
00:34:36,140 --> 00:34:37,942
and she's looking at the estimate
1213
00:34:37,942 --> 00:34:40,778
and I could see your hands start shaking,
1214
00:34:40,778 --> 00:34:41,646
you know.
1215
00:34:41,646 --> 00:34:44,248
Yeah. And,
1216
00:34:44,248 --> 00:34:46,684
and she's starting to swell up and,
1217
00:34:46,684 --> 00:34:49,687
and I'm thinking, Oh my God, you know,
1218
00:34:51,022 --> 00:34:53,524
it was the worst I had ever seen anybody
1219
00:34:53,524 --> 00:34:54,926
take one of my estimates.
1220
00:34:54,926 --> 00:34:57,929
I mean, the lady was crying, right?
1221
00:34:57,929 --> 00:35:00,198
And shaking. Yeah.
1222
00:35:00,198 --> 00:35:03,568
And she's like, are you sure about this?
1223
00:35:03,768 --> 00:35:04,302
Yeah.
1224
00:35:04,302 --> 00:35:05,937
And I'm like, well,
1225
00:35:05,937 --> 00:35:07,605
yeah, I know it's a little bit higher
1226
00:35:07,605 --> 00:35:09,173
than, you know, usual.
1227
00:35:09,173 --> 00:35:11,342
But you know, there's a lot of repairs
1228
00:35:11,342 --> 00:35:12,610
that I have to do here.
1229
00:35:12,610 --> 00:35:13,544
And you know, this, that
1230
00:35:13,544 --> 00:35:14,479
and the other thing
1231
00:35:14,479 --> 00:35:15,880
and she just kept saying are
1232
00:35:15,880 --> 00:35:16,814
are you sure?
1233
00:35:16,814 --> 00:35:19,383
Is this, is this really the number?
1234
00:35:19,383 --> 00:35:20,685
And, you know, I'm like, wow,
1235
00:35:20,685 --> 00:35:21,719
this lady is just.
1236
00:35:24,522 --> 00:35:24,989
Yeah.
1237
00:35:24,989 --> 00:35:27,258
That's first just thinking.
1238
00:35:27,258 --> 00:35:29,560
Just let me leave, you know,
1239
00:35:29,560 --> 00:35:31,963
why do this to us?
1240
00:35:31,963 --> 00:35:33,097
So then I finally said,
1241
00:35:33,097 --> 00:35:34,232
is everything okay?
1242
00:35:34,232 --> 00:35:37,168
You know, I gotta do a lot of extra work.
1243
00:35:37,168 --> 00:35:38,870
She goes,
1244
00:35:38,870 --> 00:35:40,204
yeah, everything's fine.
1245
00:35:40,204 --> 00:35:43,207
And you know, when can you do the job?
1246
00:35:43,508 --> 00:35:44,442
And finally
1247
00:35:44,442 --> 00:35:45,443
I said, well, you know, what's
1248
00:35:45,443 --> 00:35:47,145
what's the matter?
1249
00:35:47,145 --> 00:35:47,778
And she goes, well,
1250
00:35:47,778 --> 00:35:48,446
we had a guy
1251
00:35:48,446 --> 00:35:49,981
who was doing all the painting
1252
00:35:49,981 --> 00:35:50,448
and they live
1253
00:35:50,448 --> 00:35:51,883
in a really old, beautiful
1254
00:35:51,883 --> 00:35:54,252
old farmhouse, huge.
1255
00:35:54,252 --> 00:35:55,119
And they had this guy
1256
00:35:55,119 --> 00:35:56,087
doing all the painting,
1257
00:35:56,087 --> 00:35:57,922
and they had mentioned the floors
1258
00:35:57,922 --> 00:36:00,691
and he said they could do it anyways.
1259
00:36:00,691 --> 00:36:03,961
He charged her $2,400
1260
00:36:05,696 --> 00:36:07,265
to stay in the kitchen
1261
00:36:07,265 --> 00:36:08,533
and he didn't have his own equipment.
1262
00:36:08,533 --> 00:36:09,800
He went and rented it,
1263
00:36:09,800 --> 00:36:11,802
but he charged 2400 bucks,
1264
00:36:13,171 --> 00:36:14,772
and she kind of thought that
1265
00:36:14,772 --> 00:36:16,440
was where the price was going to be.
1266
00:36:16,440 --> 00:36:18,009
Now I'm ready to cry.
1267
00:36:18,009 --> 00:36:18,843
Well, yeah.
1268
00:36:18,843 --> 00:36:19,243
Yeah.
1269
00:36:19,243 --> 00:36:20,344
Thinking
1270
00:36:20,344 --> 00:36:21,445
that I could have charged
1271
00:36:21,445 --> 00:36:23,214
two grand for this.
1272
00:36:23,214 --> 00:36:25,216
Did you say, well,
1273
00:36:25,216 --> 00:36:28,219
that was just for the sandpaper, ma'am.
1274
00:36:30,254 --> 00:36:30,988
Oh, man.
1275
00:36:30,988 --> 00:36:31,856
That's awful.
1276
00:36:31,856 --> 00:36:34,192
2400 bucks. So?
1277
00:36:34,192 --> 00:36:35,760
So I said to I go, look,
1278
00:36:35,760 --> 00:36:38,696
did you pay this guy, you know, do you,
1279
00:36:38,696 --> 00:36:40,665
do you owe him any money?
1280
00:36:40,665 --> 00:36:41,766
Because if you do,
1281
00:36:41,766 --> 00:36:43,467
you know, don't pay him another dime.
1282
00:36:43,467 --> 00:36:45,002
I'll
1283
00:36:45,002 --> 00:36:46,737
pay me what you're going to pay him.
1284
00:36:46,737 --> 00:36:48,272
So she didn't get it all back,
1285
00:36:48,272 --> 00:36:50,174
but she got like half of it back.
1286
00:36:50,174 --> 00:36:51,709
But that's what
1287
00:36:51,709 --> 00:36:53,277
I thought the show was going to be about.
1288
00:36:53,277 --> 00:36:54,212
And I was like, oh, boy,
1289
00:36:54,212 --> 00:36:55,413
I got a story for this show.
1290
00:36:59,116 --> 00:36:59,784
So I'd like
1291
00:36:59,784 --> 00:37:02,787
to say, I, you know,
1292
00:37:02,820 --> 00:37:03,788
whether you're a hardwood
1293
00:37:03,788 --> 00:37:05,156
floor contractor
1294
00:37:05,156 --> 00:37:06,090
or a painter or whatever,
1295
00:37:06,090 --> 00:37:07,892
any plumber or small business,
1296
00:37:07,892 --> 00:37:08,926
it's, it's germane
1297
00:37:08,926 --> 00:37:10,261
to all of the all of that,
1298
00:37:10,261 --> 00:37:11,095
you know what I mean?
1299
00:37:11,095 --> 00:37:12,430
So
1300
00:37:12,430 --> 00:37:14,165
I think that was an interesting survey,
1301
00:37:14,165 --> 00:37:15,333
and I think there is something
1302
00:37:15,333 --> 00:37:16,767
we can extrapolate out of that
1303
00:37:16,767 --> 00:37:17,902
and use it in our own business,
1304
00:37:17,902 --> 00:37:19,303
our own lives.
1305
00:37:19,303 --> 00:37:22,306
And, thank you, Rob.
1306
00:37:22,340 --> 00:37:23,541
Our fun buddy.
1307
00:37:23,541 --> 00:37:23,874
All right,
1308
00:37:23,874 --> 00:37:24,976
so there's been another episode
1309
00:37:24,976 --> 00:37:26,611
of On the Floor with Wayne and Rob.
1310
00:37:26,611 --> 00:37:27,278
Please do stay
1311
00:37:27,278 --> 00:37:29,113
tuned for another episode of.