1 00:00:04,580 --> 00:00:09,960 Rich Braman: And with that, of course, it is my pleasure to introduce our speaker for today. 2 00:00:11,260 --> 00:00:17,140 Rich Braman: One of our favorite regulars, he's Mr. Jeff Dunn, co-president of Northwest Exterminating, 3 00:00:17,440 --> 00:00:21,360 Rich Braman: a growing organization that's celebrating 75 years in business, 4 00:00:21,760 --> 00:00:26,800 Rich Braman: now operating with more than 60 offices across six southeastern states, 5 00:00:27,779 --> 00:00:30,420 Rich Braman: The company's family of brands includes Bug House, 6 00:00:31,060 --> 00:00:34,079 Rich Braman: McCall Wildlife & Pest, Carolina Pest, 7 00:00:34,420 --> 00:00:36,840 Rich Braman: Sawyer Pest, and Volunteer Rid-A-Pest. 8 00:00:37,800 --> 00:00:41,140 Rich Braman: With more than 25 years at Northwest Exterminating, 9 00:00:42,220 --> 00:00:45,020 Rich Braman: Jeff's career began on the front lines in service and sales. 10 00:00:45,640 --> 00:00:48,480 Rich Braman: His leadership journey has included roles as branch manager, 11 00:00:49,239 --> 00:00:50,840 Rich Braman: director of pest control operations, 12 00:00:51,739 --> 00:00:52,840 Rich Braman: vice president of sales, 13 00:00:53,540 --> 00:00:55,900 Rich Braman: Chief Progression Officer, and now co-president. 14 00:00:57,020 --> 00:01:10,720 Rich Braman: Jeff, he's a past president of the Georgia Pest Control Association and was honored with the GPCA Pioneer Award in 2016 for his dedication to elevating professionalism within our industry. 15 00:01:11,940 --> 00:01:16,580 Rich Braman: And he served as the NPMA's state policy affairs representative for Georgia. 16 00:01:17,420 --> 00:01:22,320 Rich Braman: as a co-chair of NPMA's bylaws committee too. 17 00:01:22,880 --> 00:01:24,020 Rich Braman: And since 2006, 18 00:01:24,840 --> 00:01:29,280 Rich Braman: he's been one of our instructors here at the University of Georgia's urban 19 00:01:29,480 --> 00:01:31,220 Rich Braman: pest management certificate program. 20 00:01:32,200 --> 00:01:32,460 Rich Braman: It's a, 21 00:01:34,420 --> 00:01:37,600 Rich Braman: parent of the very program we're all sitting in right now. 22 00:01:38,280 --> 00:01:42,479 Rich Braman: And I know that's a role that he has taken a lot of pride in over the years. 23 00:01:43,020 --> 00:01:44,960 Rich Braman: And we certainly love having him. 24 00:01:45,580 --> 00:01:49,920 Rich Braman: Every one of these, what was it we were saying now, Jeff, 20 years? 25 00:01:51,040 --> 00:02:07,040 Rich Braman: That's amazing. He holds his business administration degree from Georgia State University, and it's now my pleasure to hand it over to him. Please welcome Mr. Jeff Dunn. Jeff, the floor is yours. 26 00:02:08,220 --> 00:02:27,500 Jeff Dunn: Thank you, Richie. Hey, it's good to be with y'all. I always like logging in there to the chat and seeing if I see any familiar faces. I think I may see a few recognize some names, so it's great to be with y'all. This is a highlight in 20 years, you would think... 27 00:02:28,140 --> 00:02:31,360 Rich Braman: It's hard to believe, Richie, that it's 20 years now. 28 00:02:31,900 --> 00:02:34,280 Rich Braman: It is, but I'm hoping we get at least that many more of them. 29 00:02:36,960 --> 00:02:37,460 Rich Braman: I agree. 30 00:02:37,620 --> 00:02:39,020 Rich Braman: I so enjoy this. 31 00:02:40,220 --> 00:02:40,740 Rich Braman: I do too. 32 00:02:41,800 --> 00:02:43,860 Rich Braman: Richie, are we looking good with that first slide? 33 00:02:44,320 --> 00:02:45,340 Jeff Dunn: Okay, I did it. 34 00:02:45,620 --> 00:02:46,300 Jeff Dunn: That's perfect, Jeff. 35 00:02:46,360 --> 00:02:46,660 Jeff Dunn: Beautiful. 36 00:02:47,620 --> 00:02:47,900 Jeff Dunn: Perfect. 37 00:02:48,480 --> 00:02:51,100 Jeff Dunn: Well, you know when you fix something and you don't know what you did, 38 00:02:51,300 --> 00:02:52,880 Jeff Dunn: so you can't fix it again next time. 39 00:02:54,060 --> 00:02:55,940 Jeff Dunn: Here we go. I'm sorry, team. 40 00:02:56,580 --> 00:02:58,960 Rich Braman: Oh, that looks great, Jeff. Thank you. 41 00:02:57,370 --> 00:02:57,480 Rich Braman: Yeah. 42 00:03:01,520 --> 00:03:02,820 Jeff Dunn: Well, it's great to be with you all. 43 00:03:03,120 --> 00:03:07,000 Jeff Dunn: What we'll talk about today is sales and technology in today's pest control industry. 44 00:03:07,860 --> 00:03:10,740 Jeff Dunn: And we mentioned we've been doing this now over 20 years. 45 00:03:10,980 --> 00:03:16,940 Jeff Dunn: And the evolution of both sales and technology in our industry has just been at warp speed. 46 00:03:17,459 --> 00:03:22,080 Jeff Dunn: So we're going to try and stay as up to date as we can with some of this stuff that we talk about. 47 00:03:22,520 --> 00:03:29,880 Jeff Dunn: I think you talk to any business owner and he talks about the need to embrace technology and certainly sales. 48 00:03:30,380 --> 00:03:33,440 Jeff Dunn: We're dependent on sales to drive the business. 49 00:03:34,030 --> 00:03:36,420 Jeff Dunn: So it's two great topics that we'll get to talk about. 50 00:03:36,870 --> 00:03:41,700 Jeff Dunn: One thing Richie and I were discussing before we start is some of these principles that we'll talk about today. 51 00:03:42,720 --> 00:03:49,700 Jeff Dunn: are universal. So whether it's pest control, whether it's another line of work, so many of 52 00:03:49,700 --> 00:03:55,220 Jeff Dunn: these principles that we'll talk about today are universal. I always like to say a special welcome 53 00:03:55,290 --> 00:04:00,560 Jeff Dunn: to people who are trying this out, the UGA pest management certificate to see if you want to get 54 00:04:00,690 --> 00:04:01,620 Jeff Dunn: into this industry. 55 00:04:02,180 --> 00:04:13,280 Jeff Dunn: Some of you are already in the industry and you need the hours, but I wanted to say a special welcome to those who have just considering entering the industry or, you know, have recently. 56 00:04:13,930 --> 00:04:15,340 Jeff Dunn: This is a wonderful industry. 57 00:04:15,940 --> 00:04:17,160 Jeff Dunn: It's recession resistant. 58 00:04:17,480 --> 00:04:20,180 Jeff Dunn: There's so many good companies to work for in this business. 59 00:04:20,900 --> 00:04:23,300 Jeff Dunn: It's just a wonderful, wonderful place. 60 00:04:23,940 --> 00:04:46,960 Jeff Dunn: We never fly too high. We never fly too low. And it's just a lot of good folks. So some of you have been in it a long time and know that. But if you're just getting into it, take it from somebody that took the chance January 8th, 2001 to get into the business. So a little over 25 years now. And it's been an extraordinary journey and will continue to be. So excited to be with you all. 61 00:04:49,460 --> 00:05:04,139 Jeff Dunn: So we'll move through these slides. And like Richie said, we'll save those questions for the end. I like to start off with something funny. I like to start off with a little case study, too. So we're going to mix it up as much as we can. Believe me. 62 00:05:04,600 --> 00:05:19,080 Jeff Dunn: Virtual meetings can be draining. I want to be a fountain today. I don't want to be a drain. So if at any point you start to snore, just mute yourself. I'm kidding. I don't intend for anybody to sleep today. I think this is going to be a great class. 63 00:05:21,740 --> 00:05:26,139 Jeff Dunn: anybody that's been in sales or known somebody in sales has known this guy 64 00:05:26,380 --> 00:05:29,660 Jeff Dunn: right here. So, you know, we like to say that this is the, 65 00:05:30,720 --> 00:05:34,020 Jeff Dunn: this is the sales guy that you don't want to be. 66 00:05:34,199 --> 00:05:34,380 Jeff Dunn: So 67 00:05:34,280 --> 00:05:50,880 Jeff Dunn: This is the sales guy that, you know, 68 00:05:36,820 --> 00:05:39,860 Jeff Dunn: He's got the Mr. T starter kit there for his jewelry. 69 00:05:40,720 --> 00:05:41,800 Jeff Dunn: He's smoking that cigar. 70 00:05:42,940 --> 00:05:44,419 Jeff Dunn: Looks like he's got a pinky ring. 71 00:05:45,320 --> 00:05:52,960 Jeff Dunn: He's trying to sell you that, maybe a Skylark, some kind of old car for $4.95, maybe $9.95. 72 00:05:53,669 --> 00:05:55,199 Jeff Dunn: And no jobs required. 73 00:05:55,539 --> 00:05:56,340 Jeff Dunn: He'll sell it to you. 74 00:05:57,220 --> 00:05:59,340 Jeff Dunn: But you've got salespeople out there like that. 75 00:05:59,340 --> 00:06:04,800 Jeff Dunn: And I promise you, none of the principles, none of the concepts that we'll talk about today are from this guy. 76 00:06:05,780 --> 00:06:10,960 Jeff Dunn: nor are they from this sales manager because the surefire way to burn 77 00:06:06,250 --> 00:06:06,380 Jeff Dunn: Yeah. 78 00:06:11,180 --> 00:06:15,759 Jeff Dunn: somebody out is to give them empowerment with no clarity, 79 00:06:16,330 --> 00:06:18,780 Jeff Dunn: to give them empowerment with no training. 80 00:06:19,090 --> 00:06:21,879 Jeff Dunn: So we're going to talk about, you know, number one is, 81 00:06:22,240 --> 00:06:28,160 Jeff Dunn: selecting the right person, but then pouring into them, developing them, making them be the best. 82 00:06:28,240 --> 00:06:34,180 Jeff Dunn: We call this sales manager the guy that whips the troops faster and harder and hopes that they run 83 00:06:34,380 --> 00:06:39,840 Jeff Dunn: faster. And that's just not sustainable. So a little tongue in cheek here, but we will not 84 00:06:39,960 --> 00:06:45,920 Jeff Dunn: be subscribing to this type of selling or this type of sales management in this class today. 85 00:06:49,200 --> 00:06:51,180 Jeff Dunn: So I love circles. 86 00:06:51,600 --> 00:06:54,160 Jeff Dunn: And I think this tells a great story here. 87 00:06:55,300 --> 00:06:59,420 Jeff Dunn: So if you don't use assessments when you're hiring folks, 88 00:06:59,860 --> 00:07:01,200 Jeff Dunn: I would encourage you to. 89 00:07:01,840 --> 00:07:02,780 Jeff Dunn: It's a difference maker. 90 00:07:02,820 --> 00:07:07,000 Jeff Dunn: You can use things like this one's best work data. 91 00:07:07,780 --> 00:07:29,480 Jeff Dunn: And if at the end of this meeting today, I'll drop my email into the chat. So you guys feel free to email me with any questions that come up today that maybe you're not comfortable chatting in. If you want references of companies that we use so you can do it, anything I mentioned today is for you. Open book on sharing anything that I talk about today. 92 00:07:30,080 --> 00:07:36,380 Jeff Dunn: But this particular one is best work data. And what it does is it assesses a candidate's hardwired 93 00:07:36,680 --> 00:07:42,280 Jeff Dunn: strengths. So you can imagine when you're hiring a salesperson, you want somebody that's persuasive. 94 00:07:42,820 --> 00:07:48,080 Jeff Dunn: You want someone who's assertive. If you're selling more than just termite or pest control, 95 00:07:48,240 --> 00:07:52,900 Jeff Dunn: you want somebody that can understand some of the complexities of 96 00:07:53,060 --> 00:07:58,419 Jeff Dunn: bundling services. You might be hiring somebody for commercial. It might be a little more, 97 00:07:58,850 --> 00:08:04,020 Jeff Dunn: you know, long-term relational than just maybe the transaction of somebody with a termite swarm. 98 00:08:05,060 --> 00:08:10,100 Jeff Dunn: What we find is most companies are bundling services today. If you've got an opportunity to 99 00:08:10,319 --> 00:08:11,979 Jeff Dunn: to do a termite inspection, 100 00:08:12,440 --> 00:08:14,259 Jeff Dunn: you're not just looking for termites. 101 00:08:14,460 --> 00:08:16,440 Jeff Dunn: You're looking for conducive conditions 102 00:08:16,860 --> 00:08:17,919 Jeff Dunn: that you might fix. 103 00:08:18,240 --> 00:08:19,979 Jeff Dunn: You know, your company might do that. 104 00:08:20,400 --> 00:08:22,539 Jeff Dunn: You're looking for solutions for mosquito, 105 00:08:22,810 --> 00:08:23,659 Jeff Dunn: for fire ants. 106 00:08:24,220 --> 00:08:25,500 Jeff Dunn: You might do wildlife. 107 00:08:26,169 --> 00:08:29,819 Jeff Dunn: So it takes somebody who can see a lot 108 00:08:30,340 --> 00:08:32,979 Jeff Dunn: and then also translate that to the customer. 109 00:08:33,219 --> 00:08:35,019 Jeff Dunn: So, you know, communication skills 110 00:08:35,370 --> 00:08:36,560 Jeff Dunn: are a requirement too. 111 00:08:37,320 --> 00:08:38,380 Jeff Dunn: But if you think about it, 112 00:08:38,820 --> 00:08:46,260 Jeff Dunn: There's not a lot that someone has to have in order to be a great salesperson. 113 00:08:46,340 --> 00:08:55,900 Jeff Dunn: And we're going to talk about that later because you'll never hear me say that the salesperson has to be this cut from this piece of cloth. 114 00:08:56,660 --> 00:08:59,460 Jeff Dunn: There are so many ways for salespeople to be successful. 115 00:08:59,620 --> 00:09:01,380 Jeff Dunn: And we'll talk about that a little bit today. 116 00:09:02,060 --> 00:09:07,300 Jeff Dunn: But there are a few that you'll want to make sure that these people have if you choose to do an assessment like this. 117 00:09:08,120 --> 00:09:11,560 Jeff Dunn: So beyond the assessment, how do you test their attitude? 118 00:09:11,920 --> 00:09:14,820 Jeff Dunn: How do you know that they're a cultural fit for your organization? 119 00:09:16,160 --> 00:09:22,019 Jeff Dunn: You know, there's some great behavioral based questions that you can ask someone in an interview 120 00:09:22,709 --> 00:09:26,760 Jeff Dunn: to find out if they're one of these people that are going to come in and be a thermostat, 121 00:09:27,640 --> 00:09:30,540 Jeff Dunn: you know, and make your culture better, make your team better. 122 00:09:31,260 --> 00:09:34,720 Jeff Dunn: Or maybe they're going to be a thermometer and they'll just come in and blend in. 123 00:09:34,750 --> 00:09:36,420 Jeff Dunn: And maybe that's what you're looking for. 124 00:09:37,040 --> 00:09:54,940 Jeff Dunn: Oftentimes we want that catalyst to come in and help us become more of who we are. We want our cultures and our organizations to be attracting the right talent and quickly evicting the wrong talent when someone's not a cultural fit. But that's what we talk about when we talk about attitude. 125 00:09:55,660 --> 00:10:06,400 Jeff Dunn: One of the things we look for in attitude, is this someone that sees the world through a lens of abundance or do they see the world through a lens of scarcity? 126 00:10:06,990 --> 00:10:14,640 Jeff Dunn: And certainly in sales, you predetermine your day, you predetermine your week, you predetermine your month in the way that you approach it. 127 00:10:14,700 --> 00:10:17,560 Jeff Dunn: And we'll spend a lot of time on that with attitude. 128 00:10:18,500 --> 00:10:36,940 Jeff Dunn: And then this last circle is skills. And the good news is, is we can teach skills. If somebody's got the hardwired strengths and the right attitude, we can teach them skills. So many people on this call today came into the pest control industry without the skills that they have today. So it's up to us as the employer. 129 00:10:37,540 --> 00:10:41,420 Jeff Dunn: to train these skills. We want to do it effectively and we certainly want to do it 130 00:10:41,580 --> 00:10:47,060 Jeff Dunn: efficiently. And there's some people on this call I know that do some great training. And at the end, 131 00:10:47,060 --> 00:10:51,800 Jeff Dunn: if you want to share anything, please do. But again, these are the three circles that we'll 132 00:10:51,959 --> 00:10:57,560 Jeff Dunn: talk about in the case study that we'll do. If you see the screen now, if you think about 133 00:10:57,860 --> 00:11:03,980 Jeff Dunn: hardwired strengths, can they do the work? Are they wired to do it? Do they want to do it? 134 00:11:04,660 --> 00:11:21,220 Jeff Dunn: You know, is it a, I'm all in, I get to go to work, or is it a, I'm kind of lukewarm about it, I have to go to work. When we can build a culture in our organization where everybody gets to go to work and doesn't have to go to work. 135 00:11:21,680 --> 00:11:22,180 Jeff Dunn: We're winning. 136 00:11:22,700 --> 00:11:25,440 Jeff Dunn: What do they feel like on Sunday night before they go in on Monday? 137 00:11:25,600 --> 00:11:28,080 Jeff Dunn: Is it the Sunday scaries because they don't like their job? 138 00:11:28,640 --> 00:11:31,440 Jeff Dunn: Or is it something like, okay, I love my team. 139 00:11:31,940 --> 00:11:33,400 Jeff Dunn: I love serving my customers. 140 00:11:34,100 --> 00:11:36,880 Jeff Dunn: And then I'm going to serve my community alongside my teammates. 141 00:11:37,660 --> 00:11:38,880 Jeff Dunn: That's what we're looking for there. 142 00:11:39,340 --> 00:11:43,840 Jeff Dunn: And then the skills, you know, we said earlier that you can train any of them. 143 00:11:44,300 --> 00:11:46,940 Jeff Dunn: There may be times where somebody's already been trained. 144 00:11:47,060 --> 00:11:50,220 Jeff Dunn: You might have somebody transfer in from another company. 145 00:11:50,660 --> 00:11:53,980 Jeff Dunn: Maybe it didn't work out with the particular company they were with. 146 00:11:54,600 --> 00:11:55,620 Jeff Dunn: Maybe you can do better. 147 00:11:57,279 --> 00:11:58,240 Jeff Dunn: I would say this. 148 00:12:00,200 --> 00:12:03,000 Jeff Dunn: It's worth connecting in this industry. 149 00:12:03,300 --> 00:12:05,279 Jeff Dunn: We've got so many great industry associations. 150 00:12:06,020 --> 00:12:11,320 Jeff Dunn: And so, you know, connecting in this industry and just kind of knowing people, because sometimes 151 00:12:12,120 --> 00:12:17,760 Jeff Dunn: somebody needs a transfer. I'm not saying we're taking one another's employees, but people move 152 00:12:18,060 --> 00:12:23,960 Jeff Dunn: here and in Atlanta, you may move from Tucker down to Newnan and maybe your current company 153 00:12:24,280 --> 00:12:29,600 Jeff Dunn: doesn't service Newnan. So you could look up somebody down there, but I sincerely believe 154 00:12:29,699 --> 00:12:34,839 Jeff Dunn: events like this that Dr. Suiter has put together for the last 20 years is a great way to just get 155 00:12:34,839 --> 00:12:41,139 Jeff Dunn: to know really great people in our business. And the more people I meet in this industry, 156 00:12:41,759 --> 00:12:47,199 Jeff Dunn: the more committed I am to the industry because I know what salt of the earth good folks work in 157 00:12:47,199 --> 00:12:50,440 Jeff Dunn: our industry. So now that I've framed that up, 158 00:12:52,220 --> 00:12:53,320 Jeff Dunn: We've got a case study. 159 00:12:54,040 --> 00:12:57,040 Jeff Dunn: So this is a little different, but I'm going to read this to you. 160 00:12:57,160 --> 00:12:59,240 Jeff Dunn: It's also on the screen if you want to follow along. 161 00:13:00,160 --> 00:13:06,279 Jeff Dunn: So one of your sales team members named Sunny Day is having some performance issues. 162 00:13:07,240 --> 00:13:18,339 Jeff Dunn: Sonny joined the Northwest sales team in the fall of 2018, completed training quickly, and was out on his own by the 1st of January 2019. 163 00:13:19,540 --> 00:13:24,940 Jeff Dunn: Now, hopefully, Sonny was selling wildlife services here in these parts. 164 00:13:25,680 --> 00:13:30,100 Jeff Dunn: January is kind of slow with termite pest mosquito leads to core services. 165 00:13:31,240 --> 00:13:36,160 Jeff Dunn: Sonny's first year looked pretty promising as he was off to a good start. 166 00:13:36,740 --> 00:13:41,560 Jeff Dunn: However, as the year progressed, Sonny's results never shifted into a higher gear. 167 00:13:42,759 --> 00:13:48,279 Jeff Dunn: As 2020 started, unfortunately, the trend has still been flat. 168 00:13:48,940 --> 00:13:52,440 Jeff Dunn: Possibly something has changed in Sonny's life. 169 00:13:52,860 --> 00:14:00,880 Jeff Dunn: This situation has negatively affected Sonny's attitude and even his interactions with his sales and service center teammates. 170 00:14:01,630 --> 00:14:04,640 Jeff Dunn: He has even allowed his anger to flare up occasionally. 171 00:14:05,839 --> 00:14:07,080 Jeff Dunn: Here's what else we know. 172 00:14:10,220 --> 00:14:15,540 Jeff Dunn: we know this about Sonny because of the assessment that we've done on Sonny. 173 00:14:16,340 --> 00:14:18,820 Jeff Dunn: Sonny is motivated by individual success. 174 00:14:20,480 --> 00:14:22,200 Jeff Dunn: That's okay for a sales guy. 175 00:14:23,240 --> 00:14:26,920 Jeff Dunn: A sales guy oftentimes wants to score the touchdown 176 00:14:27,560 --> 00:14:30,140 Jeff Dunn: and wants to hear his name over the loudspeaker. 177 00:14:30,820 --> 00:14:33,000 Jeff Dunn: It's not a problem until it is. 178 00:14:33,380 --> 00:14:35,900 Jeff Dunn: So that's not something that we're concerned about. 179 00:14:37,380 --> 00:14:40,360 Jeff Dunn: Sunny focuses best on long-term situations. 180 00:14:41,390 --> 00:14:45,960 Jeff Dunn: So this would be more in line with our business-to-business sellers commercial, 181 00:14:46,700 --> 00:14:48,260 Jeff Dunn: where it's more of the long-term approach. 182 00:14:49,020 --> 00:14:52,300 Jeff Dunn: You know, we would look for a transactional salesperson, 183 00:14:52,900 --> 00:14:55,660 Jeff Dunn: potentially in these residential accounts, 184 00:14:56,100 --> 00:15:00,340 Jeff Dunn: where you got a swarm, you got a solution, you got a sale. 185 00:15:01,780 --> 00:15:03,820 Jeff Dunn: Sunny follows rules and procedures. 186 00:15:05,470 --> 00:15:05,620 Jeff Dunn: Okay. 187 00:15:06,020 --> 00:15:09,160 Jeff Dunn: There's a lot of sales guys that don't follow rules and procedures, 188 00:15:09,310 --> 00:15:10,920 Jeff Dunn: and I'm sure you've dealt with those. 189 00:15:11,030 --> 00:15:12,620 Jeff Dunn: So we'll come back to that. 190 00:15:13,620 --> 00:15:17,160 Jeff Dunn: Sunny reacts to situations without much planning. 191 00:15:17,880 --> 00:15:19,820 Jeff Dunn: Some of you may know folks like that. 192 00:15:20,420 --> 00:15:21,180 Jeff Dunn: They react. 193 00:15:21,600 --> 00:15:24,580 Jeff Dunn: They're not proactive, so they don't plan it out, 194 00:15:24,590 --> 00:15:26,460 Jeff Dunn: and Sunny's got that challenge. 195 00:15:27,440 --> 00:15:30,300 Jeff Dunn: Sunny can be resistant to direct or negative feedback. 196 00:15:31,020 --> 00:15:36,720 Jeff Dunn: You know, we've got teammates like this where we may have to go at it with a different approach. 197 00:15:37,320 --> 00:15:41,220 Jeff Dunn: We can't kill them with with ruinous empathy by looking the other way. 198 00:15:41,220 --> 00:15:46,280 Jeff Dunn: But maybe maybe Sonny doesn't respond to the radical candor like some teammates. 199 00:15:47,140 --> 00:15:49,260 Jeff Dunn: Sonny has a relaxed sense of urgency. 200 00:15:50,140 --> 00:15:53,360 Jeff Dunn: He believes if he makes friends, they will buy. 201 00:15:53,960 --> 00:15:55,340 Jeff Dunn: He's got a need for connection. 202 00:15:56,480 --> 00:15:59,860 Jeff Dunn: seems content to walk away selling just one service, 203 00:16:01,920 --> 00:16:03,560 Jeff Dunn: has a high need for certainty. 204 00:16:05,330 --> 00:16:08,040 Jeff Dunn: So the opposite of certainty would be variety. 205 00:16:08,550 --> 00:16:10,820 Jeff Dunn: So some people love the certainty 206 00:16:11,040 --> 00:16:13,000 Jeff Dunn: of knowing exactly what's going to happen. 207 00:16:13,470 --> 00:16:15,540 Jeff Dunn: And when something doesn't go that way, 208 00:16:15,730 --> 00:16:17,180 Jeff Dunn: it can really freak them out. 209 00:16:17,750 --> 00:16:20,540 Jeff Dunn: Where some love the variety of change. 210 00:16:21,759 --> 00:16:23,980 Jeff Dunn: Sonny has a high need for love and connection. 211 00:16:24,639 --> 00:16:30,920 Jeff Dunn: You know, if you think about that, that corresponds with the couple bullets above where he says, 212 00:16:31,259 --> 00:16:34,040 Jeff Dunn: believes if he makes friends, they will buy. 213 00:16:36,259 --> 00:16:38,380 Jeff Dunn: And then Sonny has a high need for contribution. 214 00:16:38,680 --> 00:16:40,440 Jeff Dunn: So Sonny wants to make a difference. 215 00:16:41,759 --> 00:16:52,480 Jeff Dunn: And so for reference, if you're interested, those final three bullets right there are an assessment you can do very easily with teammates. 216 00:16:53,339 --> 00:16:56,160 Jeff Dunn: It's the Tony Robbins basic human needs. 217 00:16:56,579 --> 00:17:01,079 Jeff Dunn: So you fill out your scored on your basic human needs. 218 00:17:01,459 --> 00:17:06,679 Jeff Dunn: So just to recap those, the opposite of certainty would be variety. 219 00:17:07,720 --> 00:17:11,720 Jeff Dunn: The opposite of love and connection would be significance. 220 00:17:10,860 --> 00:17:11,079 Jeff Dunn: Yeah. 221 00:17:12,439 --> 00:17:19,079 Jeff Dunn: You know, someone may prefer to be significant than to experience love and connection. 222 00:17:19,559 --> 00:17:24,679 Jeff Dunn: Now, Tony Robbins doesn't say that it's an absolute either or. 223 00:17:24,880 --> 00:17:25,899 Jeff Dunn: There's just... 224 00:17:25,920 --> 00:17:32,880 Jeff Dunn: you know, a drive to one or the other. And then he has a high need for contribution. That doesn't 225 00:17:33,080 --> 00:17:39,100 Jeff Dunn: have an either or that one is just, that's the type of guy he is. The last one on there would be, 226 00:17:39,220 --> 00:17:44,980 Jeff Dunn: does he have a high need for growth? You know, so is he a lifelong learner? Is he constantly 227 00:17:45,320 --> 00:17:47,660 Jeff Dunn: sharpening his acts to, to stay, um, 228 00:17:48,020 --> 00:17:54,040 Jeff Dunn: to stay fresh. So this is crazy. I'm sure you guys are probably not used to this because so 229 00:17:54,230 --> 00:17:59,640 Jeff Dunn: often we look at these sales situations through numbers, you know, and we're like, well, crap, 230 00:18:00,060 --> 00:18:04,880 Jeff Dunn: he ain't selling. That means he's not prospecting enough. That means he's not closing hard enough. 231 00:18:05,480 --> 00:18:09,220 Jeff Dunn: The point here is that we look at it from all different angles. 232 00:18:09,620 --> 00:18:26,039 Jeff Dunn: Because so often if someone has a challenge in performance, whether it's sales or service or any other part, there's very likely, and I'm not being a psychologist here, it's just experience, there's something going on in his life somewhere that's impacting that. 233 00:18:26,660 --> 00:18:28,179 Jeff Dunn: we'll continue to dive into this. 234 00:18:28,600 --> 00:18:30,400 Jeff Dunn: What's displayed on the screen right now 235 00:18:30,720 --> 00:18:32,820 Jeff Dunn: is an assessment from Best Work Data. 236 00:18:32,910 --> 00:18:37,340 Jeff Dunn: So this is the chart that all the text 237 00:18:38,010 --> 00:18:40,460 Jeff Dunn: from the prior slide was gathered from. 238 00:18:40,980 --> 00:18:43,480 Jeff Dunn: So again, I'm not a rep for Best Work Data, 239 00:18:43,640 --> 00:18:45,460 Jeff Dunn: but I'm happy to make an intro to anybody 240 00:18:45,760 --> 00:18:47,720 Jeff Dunn: that's interested in using this service. 241 00:18:48,760 --> 00:18:50,340 Jeff Dunn: It's been effective for us. 242 00:18:50,789 --> 00:18:53,600 Jeff Dunn: And so when we look down the list right here, 243 00:18:53,700 --> 00:18:54,960 Jeff Dunn: if y'all can see this, 244 00:18:55,320 --> 00:19:07,540 Jeff Dunn: I love saying this because if you look down there at the one, two, three, four, fifth box, and you see that Sonny's in that far right box and he's enthusiastic, he has energetic presentations. 245 00:19:09,180 --> 00:19:11,820 Jeff Dunn: Some people would say, that's a great sales guy. 246 00:19:11,920 --> 00:19:13,040 Jeff Dunn: I got to hire that guy. 247 00:19:13,160 --> 00:19:14,220 Jeff Dunn: He'll do great in sales. 248 00:19:15,200 --> 00:19:21,980 Jeff Dunn: And then you go down to the next one that's in the far right box, enjoys networking and prospecting. 249 00:19:22,519 --> 00:19:24,019 Jeff Dunn: So this is a people person. 250 00:19:24,470 --> 00:19:31,260 Jeff Dunn: And I joke that a great book to write would be when interviewing for sales, if somebody claims to be a people person, don't hire them. 251 00:19:31,799 --> 00:19:37,000 Jeff Dunn: And I know that sounds counterintuitive, but so often these people people... 252 00:19:37,020 --> 00:19:39,500 Jeff Dunn: just want somebody to talk to these people. 253 00:19:39,660 --> 00:19:42,500 Jeff Dunn: People are content making a friend rather than making a sale. 254 00:19:42,830 --> 00:19:46,460 Jeff Dunn: So we just have to be careful how we hire salespeople who say, 255 00:19:46,840 --> 00:19:47,880 Jeff Dunn: I want people person. 256 00:19:47,970 --> 00:19:49,600 Jeff Dunn: And then they prove it to you in the interview. 257 00:19:50,200 --> 00:19:51,960 Jeff Dunn: And then you recognize that, man, 258 00:19:52,020 --> 00:19:54,820 Jeff Dunn: the last good sale that this guy made was in the interview. 259 00:19:55,050 --> 00:19:57,740 Jeff Dunn: When he convinced me that he was a sales guy when really, 260 00:19:58,380 --> 00:20:03,760 Jeff Dunn: He's a people person who may lack some assertiveness in closing deals. 261 00:20:04,340 --> 00:20:09,019 Jeff Dunn: He may not have that desire to go out and be an individual contributor. 262 00:20:09,740 --> 00:20:15,120 Jeff Dunn: So all this to say leading salespeople can be a challenge, as many of you know. 263 00:20:16,540 --> 00:20:18,340 Jeff Dunn: we'll continue to dive into this. 264 00:20:18,760 --> 00:20:22,540 Jeff Dunn: And I just want us to think about like Sonny right here. 265 00:20:22,760 --> 00:20:22,860 Jeff Dunn: So, 266 00:20:23,340 --> 00:20:28,860 Jeff Dunn: so what adjustments must you make as a leader to properly coach, 267 00:20:29,220 --> 00:20:30,840 Jeff Dunn: connect and communicate with Sonny? 268 00:20:31,400 --> 00:20:33,300 Jeff Dunn: We'll talk out loud with you real quick. 269 00:20:34,460 --> 00:20:39,320 Jeff Dunn: I'm Sonny's leader, not in real life. This is made up, but the adjustments that I would make 270 00:20:39,520 --> 00:20:46,260 Jeff Dunn: here would be, I know he has a strong need for love and connection. So what I need to do is I 271 00:20:46,300 --> 00:20:51,000 Jeff Dunn: need to make sure that I'm communicating to Sonny, the person, not Sonny, the performer. 272 00:20:51,380 --> 00:20:56,360 Jeff Dunn: It's got to be an authentic connection with Sonny. Something else that we learned about Sonny 273 00:20:56,760 --> 00:20:58,360 Jeff Dunn: is he has a high need for certainty. 274 00:20:59,080 --> 00:21:04,059 Jeff Dunn: So Sonny wants to know he can make a living and feed his family in this role. 275 00:21:04,400 --> 00:21:06,360 Jeff Dunn: So we provide him the certainty there. 276 00:21:07,559 --> 00:21:11,000 Jeff Dunn: Sonny is content selling one services. 277 00:21:11,559 --> 00:21:16,860 Jeff Dunn: So rather than be critical of him not bundling a bunch of services or selling specialty services, 278 00:21:17,440 --> 00:21:21,080 Jeff Dunn: I'm going to lean into that strength of the one service that he can sell. 279 00:21:21,679 --> 00:21:26,059 Jeff Dunn: And then we'll start to build some training off of how we take it to that next level and 280 00:21:26,340 --> 00:21:27,500 Jeff Dunn: bundle other services. 281 00:21:28,300 --> 00:21:33,400 Jeff Dunn: If I come at Sonny critically, Sonny's going to shut down. 282 00:21:33,980 --> 00:21:35,660 Jeff Dunn: And Sonny's got some attributes. 283 00:21:36,140 --> 00:21:36,720 Jeff Dunn: We've seen it. 284 00:21:36,720 --> 00:21:37,780 Jeff Dunn: He started strong. 285 00:21:38,340 --> 00:21:40,080 Jeff Dunn: He's got some of the hardwired strengths. 286 00:21:41,080 --> 00:21:47,640 Jeff Dunn: And Sonny can be a great teammate with his need for love and connection, his need for certainty. 287 00:21:48,300 --> 00:21:57,780 Jeff Dunn: You get some of these guys that have a high need for variety, and 288 00:21:51,919 --> 00:21:53,780 Jeff Dunn: And they just won't follow the process. 289 00:21:54,100 --> 00:21:55,880 Jeff Dunn: They want to do it differently every time. 290 00:21:55,919 --> 00:21:57,520 Jeff Dunn: And then they end up with different results. 291 00:21:58,460 --> 00:22:09,240 Jeff Dunn: So if we move to question two, how will you use the information you know about Sonny to determine how to approach this situation? 292 00:22:10,420 --> 00:22:15,900 Jeff Dunn: So again, our two points of reference here, three points of reference is number one, his performance summary. 293 00:22:16,620 --> 00:22:21,500 Jeff Dunn: We know that he's done the job at a fairly high level and now he's slipped. 294 00:22:22,460 --> 00:22:28,100 Jeff Dunn: Number two, we know what we've learned about him with best work data and we just went over that. 295 00:22:28,540 --> 00:22:34,000 Jeff Dunn: And then we know what we've learned about him with the Tony Robbins tool of the basic human needs. 296 00:22:34,660 --> 00:22:40,140 Jeff Dunn: So we're going to compile all of those when we sit down with Sonny and talk about this. 297 00:22:40,780 --> 00:22:46,580 Jeff Dunn: Number three, what will your strategy be to change Sonny's results and unlock his potential? 298 00:22:49,060 --> 00:22:54,760 Jeff Dunn: So if you think about, some of you have probably heard the Pygmalion effect. 299 00:22:55,320 --> 00:22:57,980 Jeff Dunn: And what the Pygmalion effect is that 300 00:22:58,020 --> 00:23:05,580 Jeff Dunn: someone that you lead or someone that you're close to becomes who you think they are. 301 00:23:06,260 --> 00:23:13,740 Jeff Dunn: So if we approach Sonny optimistically about how he can become a great salesperson, 302 00:23:15,039 --> 00:23:20,740 Jeff Dunn: it's more likely that we'll unlock his potential rather than if we come at him as a critical parent, 303 00:23:21,400 --> 00:23:27,919 Jeff Dunn: you ought to, you should, why haven't you done this? Don't you know you're supposed to? That's 304 00:23:28,059 --> 00:23:34,240 Jeff Dunn: not going to work with Sonny. We'll catch more flies with honey than we will with vinegar with 305 00:23:34,400 --> 00:23:39,039 Jeff Dunn: Sonny. And that's not to say that we excuse him from accountability because we can't. 306 00:23:39,519 --> 00:23:46,700 Jeff Dunn: We have to be truthful with Sonny, but the approach based on what we know about Sonny changes a little bit. 307 00:23:47,840 --> 00:23:51,019 Jeff Dunn: Sonny can do this job. Sonny can learn this job. 308 00:23:51,659 --> 00:23:54,539 Jeff Dunn: Sonny's just going to need a little bit more ramp up time. 309 00:23:55,179 --> 00:24:03,899 Jeff Dunn: Sonny's also going to need to know that just because you make a friend with somebody doesn't mean that that prospect turns into a... 310 00:24:04,600 --> 00:24:10,260 Jeff Dunn: a buyer. We've got to make sure that Sonny recognizes that if he wants somebody to talk to, 311 00:24:10,360 --> 00:24:15,900 Jeff Dunn: he needs to join a social club. We oftentimes say, if you need somebody to talk to, buy a dog, 312 00:24:16,160 --> 00:24:20,500 Jeff Dunn: talk to your dog. But when you're out there with prospects, let's focus on what it is that we're 313 00:24:20,640 --> 00:24:25,740 Jeff Dunn: doing. We're serving the needs of that customer by identifying unprotected needs and then providing 314 00:24:26,060 --> 00:24:26,800 Jeff Dunn: solutions for it. 315 00:24:27,440 --> 00:24:34,960 Jeff Dunn: And then question four, tell us about someone on your team who needs you to do this analysis and thinking to unlock their potential. 316 00:24:37,180 --> 00:24:39,660 Jeff Dunn: I'll be vulnerable with you guys real quick. 317 00:24:40,520 --> 00:24:45,340 Jeff Dunn: Sales has been a challenge for us over the last year. 318 00:24:45,950 --> 00:24:47,200 Jeff Dunn: And so... 319 00:24:47,220 --> 00:24:52,419 Jeff Dunn: Here we are, we're about to do a fast start meeting tomorrow with Northwest Family of Brands. 320 00:24:52,850 --> 00:24:58,519 Jeff Dunn: And I'll tell you what the focus is around our sales is that we're leaning into what 321 00:24:58,590 --> 00:25:03,200 Jeff Dunn: we're great at and what we're great at at Northwest Family of Brands is having a great 322 00:25:03,500 --> 00:25:03,639 Jeff Dunn: culture. 323 00:25:04,169 --> 00:25:05,659 Jeff Dunn: We have outstanding service. 324 00:25:06,860 --> 00:25:11,779 Jeff Dunn: We have outstanding net promoter scores from our customers and we have outstanding customer 325 00:25:11,970 --> 00:25:12,159 Jeff Dunn: retention. 326 00:25:13,020 --> 00:25:30,600 Jeff Dunn: What we haven't had over the last year is extraordinary sales, but all the answers are in what makes us extraordinary with our NPS, with our customer retention, with our culture, even our safety metrics. All that is just being intentional. 327 00:25:30,920 --> 00:25:34,300 Jeff Dunn: So we're laying it out there about how we'll do this. 328 00:25:34,660 --> 00:25:37,200 Jeff Dunn: But the way to do this is to grow people. 329 00:25:37,840 --> 00:25:42,860 Jeff Dunn: And so we're intentional about the culture of our sales team, more so this year. 330 00:25:43,260 --> 00:25:45,620 Jeff Dunn: The recruiting process has ramped up. 331 00:25:45,920 --> 00:25:51,060 Jeff Dunn: The selection process that we just went through on identifying critical needs. 332 00:25:51,400 --> 00:25:52,400 Jeff Dunn: Can they do the job? 333 00:25:52,700 --> 00:25:54,140 Jeff Dunn: Do they want to do the job? 334 00:25:54,800 --> 00:25:56,760 Jeff Dunn: Can we train them to do the job? 335 00:25:57,010 --> 00:25:58,240 Jeff Dunn: All that stuff is so important. 336 00:25:58,720 --> 00:25:59,920 Jeff Dunn: And then it comes down to this. 337 00:26:00,120 --> 00:26:01,560 Jeff Dunn: This is the secret sauce here. 338 00:26:02,080 --> 00:26:04,200 Jeff Dunn: It's building the environment for success. 339 00:26:06,520 --> 00:26:12,780 Jeff Dunn: So rather than sales being an individual sport in your service center, it can be a team sport. 340 00:26:13,640 --> 00:26:16,900 Jeff Dunn: and it's the responsibility of salespeople to find leads, 341 00:26:17,020 --> 00:26:18,559 Jeff Dunn: but it's also the responsibility 342 00:26:18,760 --> 00:26:19,919 Jeff Dunn: of the service professionals. 343 00:26:20,640 --> 00:26:22,780 Jeff Dunn: When they're out there looking for unprotected needs 344 00:26:23,000 --> 00:26:24,299 Jeff Dunn: at current customers' homes, 345 00:26:24,820 --> 00:26:27,000 Jeff Dunn: can they pass those leads to their salespeople? 346 00:26:27,539 --> 00:26:28,980 Jeff Dunn: What about the office professionals? 347 00:26:29,520 --> 00:26:31,520 Jeff Dunn: Are their antennae up consistently? 348 00:26:32,040 --> 00:26:37,300 Jeff Dunn: looking for unprotected needs, even on the phone, even over chat, even over email. 349 00:26:37,950 --> 00:26:42,120 Jeff Dunn: The responsibility of growing the business lies on all of us. 350 00:26:42,450 --> 00:26:45,240 Jeff Dunn: And we know that customers move and customers cancel. 351 00:26:42,960 --> 00:26:43,080 Jeff Dunn: Are they? 352 00:26:45,740 --> 00:26:49,380 Jeff Dunn: So if we're not constantly filling the funnel with new sales, 353 00:26:49,740 --> 00:26:53,179 Jeff Dunn: the revenue won't be there. And when the revenue is not there, 354 00:26:53,519 --> 00:26:56,360 Jeff Dunn: the profits not there. So it all seems so very simple. 355 00:26:56,880 --> 00:26:59,139 Jeff Dunn: But I come to you with this presentation today with, 356 00:26:59,519 --> 00:27:01,380 Jeff Dunn: with lots of empathy. 357 00:27:01,659 --> 00:27:05,039 Jeff Dunn: If any of you guys are having have had similar challenges. 358 00:27:07,600 --> 00:27:08,559 Jeff Dunn: if you have questions, 359 00:27:09,059 --> 00:27:10,820 Jeff Dunn: pop them in while they're hot on your mind. 360 00:27:10,980 --> 00:27:12,320 Jeff Dunn: Richie's going to make sure 361 00:27:12,340 --> 00:27:14,019 Jeff Dunn: that we cover those at the end. 362 00:27:14,179 --> 00:27:15,519 Jeff Dunn: We'll reserve the last part 363 00:27:15,519 --> 00:27:16,880 Jeff Dunn: of the meeting for that. 364 00:27:17,860 --> 00:27:19,620 Jeff Dunn: So this is always one 365 00:27:19,620 --> 00:27:21,240 Jeff Dunn: of my favorite things to talk about. 366 00:27:21,840 --> 00:27:22,919 Jeff Dunn: This is from a book 367 00:27:23,299 --> 00:27:24,460 Jeff Dunn: called The Challenger Sale. 368 00:27:25,240 --> 00:27:26,360 Jeff Dunn: This book was written 369 00:27:28,100 --> 00:27:30,660 Jeff Dunn: shortly after the 2008 crash. 370 00:27:31,560 --> 00:27:34,360 Jeff Dunn: And so Matthew Dixon's the main author 371 00:27:34,400 --> 00:27:36,600 Jeff Dunn: and he collaborated with a number of other 372 00:27:37,600 --> 00:27:39,220 Jeff Dunn: prominent writers around business. 373 00:27:40,140 --> 00:27:41,540 Jeff Dunn: But here's the deal with this one. 374 00:27:41,940 --> 00:27:44,880 Jeff Dunn: They identified five types of sales reps. 375 00:27:45,800 --> 00:27:47,920 Jeff Dunn: And so I'm going to read these to you. 376 00:27:48,020 --> 00:27:48,680 Jeff Dunn: They're on the screen. 377 00:27:49,220 --> 00:27:50,560 Jeff Dunn: And then we'll just kind of talk about 378 00:27:51,240 --> 00:27:53,340 Jeff Dunn: which one we think is successful 379 00:27:53,620 --> 00:27:55,580 Jeff Dunn: and which one maybe not so much. 380 00:27:56,340 --> 00:28:10,740 Jeff Dunn: So the first one is the hard worker. The hard worker is always willing to go the extra mile, doesn't give up easily, self-motivated, interested in feedback and development. We've all worked with hard workers before. We love hard workers. 381 00:28:11,740 --> 00:28:20,559 Jeff Dunn: And one of the challenges with hard workers is that sometimes the focus is on working hard and it's not on working smart. 382 00:28:21,230 --> 00:28:33,760 Jeff Dunn: And so rather than look for a new tool from the tool belt, they just start to see everybody as nails because they work hard and they're a hammer and they're going to hammer all the nails out there. 383 00:28:34,520 --> 00:28:35,280 Jeff Dunn: Don't get me wrong. 384 00:28:35,760 --> 00:28:36,380 Jeff Dunn: Hard workers. 385 00:28:38,020 --> 00:28:40,660 Jeff Dunn: Those are types of people that we do want on our sales team. 386 00:28:40,929 --> 00:28:41,080 Jeff Dunn: Yeah. 387 00:28:41,380 --> 00:28:51,020 Jeff Dunn: But one thing we learn about ourselves as we develop self-awareness is an overused strength eventually becomes a liability. 388 00:28:51,670 --> 00:28:56,900 Jeff Dunn: And it's our job as the hard worker's leader to not allow that to happen to him or her. 389 00:28:58,760 --> 00:29:03,500 Jeff Dunn: The next one, we've all, if we've been around salespeople, we've all known the lone wolf. 390 00:29:04,360 --> 00:29:08,380 Jeff Dunn: Follows own instincts, self-assured and difficult to control. 391 00:29:09,240 --> 00:29:10,640 Jeff Dunn: But man, don't we love them. 392 00:29:10,810 --> 00:29:11,920 Jeff Dunn: They make it rain. 393 00:29:12,090 --> 00:29:13,700 Jeff Dunn: They bring the sales in. 394 00:29:14,420 --> 00:29:29,480 Jeff Dunn: Oh, they can do so well. And then the whispers of discontentment in their head make them do things that you're like, why did he do that? Why did he or she let those whispers of discontentment wreck them like they did? 395 00:29:29,980 --> 00:29:34,040 Jeff Dunn: And so these lone wolves can sometimes become toxic to the team. 396 00:29:34,760 --> 00:29:39,140 Jeff Dunn: You know, if it's a one or two person sales force, that might be okay. 397 00:29:40,260 --> 00:29:43,820 Jeff Dunn: With these lone wolves, sometimes you might have an outstanding branch meeting, 398 00:29:44,310 --> 00:29:46,600 Jeff Dunn: business meeting, company meeting, sales meeting. 399 00:29:47,090 --> 00:29:50,760 Jeff Dunn: And then the lone wolf undoes everything that you did in the meeting 400 00:29:51,760 --> 00:29:53,780 Jeff Dunn: out in the parking lot with the rest of the team. 401 00:29:54,620 --> 00:29:59,480 Jeff Dunn: So the next one is the challenger and that's the name of the book, the challenger sale. 402 00:30:00,050 --> 00:30:07,540 Jeff Dunn: So I'm not going to hold the suspense on which one that these people thought was the best, but I'm going to explain the challenger to you as we go through it. 403 00:30:08,520 --> 00:30:16,440 Jeff Dunn: So the challenger always has a different view of the world, understands the customer's business, loves to debate and pushes the customer. 404 00:30:17,200 --> 00:30:36,820 Jeff Dunn: You know, another personality profile that we use is the Enneagram. And so the Enneagram 8 is the challenger. And these people can wear you out if you're not careful, but they can also be great salespeople. They can be great leaders. They can be great teammates, but always looking at it differently. 405 00:30:37,559 --> 00:30:43,600 Jeff Dunn: So when this book was written, it was on the heels of the crash of 2008. 406 00:30:44,059 --> 00:30:50,820 Jeff Dunn: So what they found is the challenger excelled during this time, because in our world, I remember 407 00:30:50,860 --> 00:30:55,780 Jeff Dunn: we had a challenger and then we had the next one that we'll talk about the relationship 408 00:30:55,980 --> 00:30:56,260 Jeff Dunn: builder. 409 00:30:56,900 --> 00:30:58,600 Jeff Dunn: I'll tell you what the challenger did. 410 00:30:58,700 --> 00:31:02,600 Jeff Dunn: And then as we moved to the relationship builder, I'll tell you what he did. 411 00:31:03,760 --> 00:31:13,779 Jeff Dunn: So the challenger would get these calls from these HOA communities where they were, you know, losing their residents to foreclosure. 412 00:31:13,899 --> 00:31:16,200 Jeff Dunn: They had vacancies throughout their HOA. 413 00:31:16,960 --> 00:31:20,720 Jeff Dunn: And these property managers were calling us saying, we need a reduction. 414 00:31:20,919 --> 00:31:21,679 Jeff Dunn: We need a reduction. 415 00:31:22,460 --> 00:31:26,160 Jeff Dunn: And the challenger would come right back at them and say, well, help me understand this. 416 00:31:26,340 --> 00:31:32,780 Jeff Dunn: What exactly are we not doing so that we can just give you the discount that we're hoping to? 417 00:31:33,019 --> 00:31:33,179 Jeff Dunn: We need a reduction. 418 00:31:33,340 --> 00:31:34,160 Jeff Dunn: I'm not sure. 419 00:31:34,180 --> 00:31:35,340 Jeff Dunn: We not really thought about that. 420 00:31:35,400 --> 00:31:37,540 Jeff Dunn: We do want you all to keep up the grounds. 421 00:31:38,180 --> 00:31:43,020 Jeff Dunn: So I'm not sure there's anything that we can exclude in our scope of service. 422 00:31:43,600 --> 00:32:03,000 Jeff Dunn: And the challenger said, all right, it sounds like we've got a deal, then we're going to keep the price where it is. Is that fair? And it would be. And so then we move over here to the relationship builder who builds strong advocates and customer organization, generous in giving time to help others and gets along with everyone. 423 00:32:03,740 --> 00:32:08,020 Jeff Dunn: So when you think about sales, you oftentimes think about relationship builders. 424 00:32:08,550 --> 00:32:14,460 Jeff Dunn: And one of the things with relationship builders is they do amass big Rolodexes of contacts. 425 00:32:16,340 --> 00:32:21,640 Jeff Dunn: They can also be a little timid because they may just want to appease the customer. 426 00:32:21,710 --> 00:32:25,360 Jeff Dunn: So the same HOA property manager, 427 00:32:25,840 --> 00:32:27,540 Jeff Dunn: called the relationship builder. 428 00:32:28,120 --> 00:32:29,480 Jeff Dunn: Hey, can you cut price? 429 00:32:29,900 --> 00:32:31,100 Jeff Dunn: We're going through some hard times, 430 00:32:31,150 --> 00:32:32,200 Jeff Dunn: the relationship builder. 431 00:32:32,880 --> 00:32:34,620 Jeff Dunn: Anything, you know, I'll take care of you. 432 00:32:35,140 --> 00:32:36,240 Jeff Dunn: Let's slash it 50%. 433 00:32:37,340 --> 00:32:39,020 Jeff Dunn: So then from an operation standpoint, 434 00:32:39,440 --> 00:32:40,780 Jeff Dunn: the operator's like, 435 00:32:41,380 --> 00:32:42,800 Jeff Dunn: are we doing something different? 436 00:32:43,020 --> 00:32:44,520 Jeff Dunn: Are we not treating these houses 437 00:32:44,800 --> 00:32:46,100 Jeff Dunn: that they're wanting us to take care of 438 00:32:46,280 --> 00:32:48,980 Jeff Dunn: just because they say that it might be in foreclosure 439 00:32:49,280 --> 00:32:50,960 Jeff Dunn: or maybe it is in foreclosure? 440 00:32:52,000 --> 00:32:52,780 Jeff Dunn: I don't understand. 441 00:32:53,030 --> 00:32:55,160 Jeff Dunn: So then the operator's upset with that. 442 00:32:55,720 --> 00:33:14,419 Jeff Dunn: And so we're in a spot then. So in the crash, the challenger was the better salesperson than the relationship builder. And that's distinction there. The last one, this is one I want to warn you about the problem solver. This happens from time to time when you take a guy who's really good in service. 443 00:33:14,920 --> 00:33:19,540 Jeff Dunn: and you put him in sales. And I do believe that is a great progression. You also have great 444 00:33:19,900 --> 00:33:24,220 Jeff Dunn: service professionals and promote them into sales. It's wonderful. And then when they become 445 00:33:24,940 --> 00:33:28,980 Jeff Dunn: managers, they've got the full gamut of what we do, service and sales. 446 00:33:29,980 --> 00:33:34,860 Jeff Dunn: So the problem solver reliably responds to internal and external stakeholders, 447 00:33:35,480 --> 00:33:39,080 Jeff Dunn: ensures that all problems are solved, and they're detail-oriented. 448 00:33:40,840 --> 00:33:47,360 Jeff Dunn: What I see these guys doing so often, they get promoted into sales and they never fully go into sales. 449 00:33:47,540 --> 00:33:50,500 Jeff Dunn: They've got this safety net of, oh, I can always go back to service. 450 00:33:51,020 --> 00:33:53,120 Jeff Dunn: In fact, I'm going to go ride with the service guys today. 451 00:33:53,300 --> 00:33:53,720 Jeff Dunn: And you know what? 452 00:33:53,820 --> 00:33:57,640 Jeff Dunn: I'm going to check with my manager and see if there's any stops that I can pick up today. 453 00:33:58,120 --> 00:33:58,480 Jeff Dunn: You know what? 454 00:33:58,520 --> 00:34:03,860 Jeff Dunn: If there's something in the office, I might stay behind and try to help the office professionals with the schedules today. 455 00:34:04,420 --> 00:34:05,740 Jeff Dunn: that's fine. 456 00:34:05,980 --> 00:34:07,000 Jeff Dunn: That's a great team player. 457 00:34:07,220 --> 00:34:08,080 Jeff Dunn: That's a problem solver. 458 00:34:08,610 --> 00:34:13,940 Jeff Dunn: But if we're paying this salesperson to get out there and prospect, 459 00:34:08,840 --> 00:34:08,940 Jeff Dunn: Okay. 460 00:34:16,640 --> 00:34:18,020 Jeff Dunn: to make proposals, 461 00:34:19,890 --> 00:34:20,820 Jeff Dunn: to cross-sell, 462 00:34:22,280 --> 00:34:25,100 Jeff Dunn: And to close, we got him in the wrong role. 463 00:34:25,740 --> 00:34:30,640 Jeff Dunn: So we just have to be careful of that, that it's fun to put out fires. 464 00:34:30,900 --> 00:34:34,580 Jeff Dunn: It's fun to get that dopamine rush of making something good. 465 00:34:35,220 --> 00:34:37,340 Jeff Dunn: But are we busy or are we productive? 466 00:34:37,900 --> 00:34:39,940 Jeff Dunn: Am I being paid to be this problem solver? 467 00:34:40,420 --> 00:34:44,820 Jeff Dunn: Or am I really paying this guy to go out and grow the business through sales? 468 00:34:47,320 --> 00:34:51,960 Jeff Dunn: So here we go. We'll finally get started with that nice introduction there. We will take a break 469 00:34:52,560 --> 00:34:57,940 Jeff Dunn: shortly around four so that we can all have a nice bio break and come back and wrap up. 470 00:34:58,600 --> 00:35:04,080 Jeff Dunn: So we'll keep it simple. We're going to talk about how we set a higher standard when it 471 00:35:04,380 --> 00:35:08,980 Jeff Dunn: comes to being disciplined with sales. I believe that the success in sales 472 00:35:09,520 --> 00:35:14,520 Jeff Dunn: is building energy around it, having accountability, and most of all, 473 00:35:15,320 --> 00:35:19,100 Jeff Dunn: having a disciplined approach to it. So we're going to start with setting a high standard. 474 00:35:20,300 --> 00:35:27,300 Jeff Dunn: The second one, something that pertains to all of us, constantly managed attitude. We can be having 475 00:35:27,890 --> 00:35:33,660 Jeff Dunn: a great day up here, even when the world's not great, or the world can be great and we can have 476 00:35:33,710 --> 00:35:38,640 Jeff Dunn: be having a bad day up here, the five inches between our ears. And suddenly it's a bad day. 477 00:35:39,220 --> 00:35:43,640 Jeff Dunn: We're going to talk about how we create plans focused on results. 478 00:35:44,320 --> 00:35:49,660 Jeff Dunn: It's so important to know what that plan is and then mobilize that plan with action. 479 00:35:50,300 --> 00:35:55,220 Jeff Dunn: Because when we mobilize the action that gets us the results, it multiplies. 480 00:35:55,740 --> 00:35:59,380 Jeff Dunn: We want to do more once we start having that early success. 481 00:36:00,579 --> 00:36:02,320 Jeff Dunn: We build strengths and hone the craft. 482 00:36:02,380 --> 00:36:04,599 Jeff Dunn: And what I mean by this is... 483 00:36:05,280 --> 00:36:06,320 Jeff Dunn: you know what you're good at. 484 00:36:06,430 --> 00:36:07,980 Jeff Dunn: You know what your teammates are good at. 485 00:36:08,110 --> 00:36:09,260 Jeff Dunn: Invest your time there. 486 00:36:09,900 --> 00:36:13,300 Jeff Dunn: Invest in our times, in our blind spots, our weaknesses. 487 00:36:14,220 --> 00:36:15,960 Jeff Dunn: That's fine to shore those up. 488 00:36:16,060 --> 00:36:17,460 Jeff Dunn: Let's not get lost in that. 489 00:36:17,680 --> 00:36:19,620 Jeff Dunn: Let's get lost in building on our strengths. 490 00:36:20,480 --> 00:36:26,160 Jeff Dunn: multiple strengths because as we talked about earlier an overused strength eventually becomes 491 00:36:26,190 --> 00:36:31,940 Jeff Dunn: a liability so that just means we got to have more tools in our tool belt so that we're not 492 00:36:32,059 --> 00:36:37,680 Jeff Dunn: dependent on just one strength and then the last one leverage technology for efficiency 493 00:36:38,740 --> 00:36:43,900 Jeff Dunn: man if y'all are like me y'all are seeing this go at warp speed right now 494 00:36:44,859 --> 00:36:55,559 Jeff Dunn: And some of the, and I know we can't have any kind of webinar now without bringing up AI, but I know you guys are aware of that and just continue to leverage that. 495 00:36:57,520 --> 00:36:59,880 Jeff Dunn: We've seen some rapid advancements with it. 496 00:37:00,380 --> 00:37:04,760 Jeff Dunn: I think all of us can be grateful for the industry that we're in. 497 00:37:05,400 --> 00:37:07,700 Jeff Dunn: It's dependent on people. 498 00:37:08,300 --> 00:37:16,359 Jeff Dunn: And there are some back office functions that are quickly being redone, you know, or performed 499 00:37:16,579 --> 00:37:17,240 Jeff Dunn: by AI. 500 00:37:17,740 --> 00:37:18,440 Jeff Dunn: And that's fine. 501 00:37:18,599 --> 00:37:18,940 Jeff Dunn: That's good. 502 00:37:19,160 --> 00:37:23,800 Jeff Dunn: Now we can help these teammates that were doing these back office functions that really 503 00:37:24,119 --> 00:37:24,280 Jeff Dunn: weren't. 504 00:37:24,559 --> 00:37:28,380 Jeff Dunn: providing value to the customer. Now we can move them closer to the front line, whether 505 00:37:28,839 --> 00:37:35,279 Jeff Dunn: on the phone or out in the field. So I think the way that we approach it as an industry is very 506 00:37:35,579 --> 00:37:42,839 Jeff Dunn: important. And again, before we move into this, the collaboration of this industry is like no 507 00:37:43,140 --> 00:37:49,000 Jeff Dunn: other. So there are questions that you can ask your peers in this group. You can ask any of us 508 00:37:49,160 --> 00:37:50,839 Jeff Dunn: and we'll be happy to share. 509 00:37:53,320 --> 00:37:55,300 Jeff Dunn: So some of you guys might know this guy. 510 00:37:55,480 --> 00:37:58,140 Jeff Dunn: This is one that'll help us really start to think bigger. 511 00:37:58,800 --> 00:38:00,380 Jeff Dunn: His name is Mike Rayburn. 512 00:38:01,060 --> 00:38:07,060 Jeff Dunn: And he came to a Rollins meeting for us in, I think it was 2018 or 2019. 513 00:38:07,420 --> 00:38:10,480 Jeff Dunn: And what this guy does is he plays a guitar. 514 00:38:11,000 --> 00:38:15,900 Jeff Dunn: And so he introduces himself as a keynote musician. 515 00:38:16,480 --> 00:38:19,580 Jeff Dunn: And what he does is he conveys this what if message. 516 00:38:20,420 --> 00:38:40,140 Jeff Dunn: And so he's proud that he spent eight years in college and got an associates, but played at some really cool bars. And now he's got an incredible job. He travels around and sings these songs and plays these songs. And so some of the songs would be like a guitar riff from let's pick on Motley Crue, kickstart my heart. 517 00:38:40,779 --> 00:38:43,720 Jeff Dunn: And so you know how intense that jam is. 518 00:38:44,220 --> 00:38:48,660 Jeff Dunn: But then he might be singing the lyrics to Sam I Am, 519 00:38:49,059 --> 00:38:52,740 Jeff Dunn: or he might be singing it to Mary Had a Little Lamb. 520 00:38:53,220 --> 00:38:54,500 Jeff Dunn: So it's just some cool stuff. 521 00:38:54,569 --> 00:38:56,319 Jeff Dunn: And it's all this what if. 522 00:38:56,650 --> 00:39:00,859 Jeff Dunn: So here are some principles that we'll just lean into for a second. 523 00:39:01,359 --> 00:39:04,400 Jeff Dunn: So Mike says, what if we wrote music we couldn't play? 524 00:39:04,880 --> 00:39:08,039 Jeff Dunn: And he constantly does that with these different guitar riffs. 525 00:39:08,340 --> 00:39:13,520 Jeff Dunn: paired with lyrics that make no sense, but he makes them make sense and sound pretty good. 526 00:39:14,380 --> 00:39:21,020 Jeff Dunn: So what that means for us is what if we wrote music we couldn't play? What if we set goals big 527 00:39:21,220 --> 00:39:29,580 Jeff Dunn: enough to where we just can't achieve them by continuing to do what we currently do? It forces us 528 00:39:29,930 --> 00:39:30,960 Jeff Dunn: to go from this 529 00:39:31,500 --> 00:39:47,040 Jeff Dunn: 2x speed that we think will get us to our goals to 10x speed. And 10x speed means that we're doing things a lot differently. You know, we are, we are fueling our curiosity, we're expanding our capacity, so that we can create change. 530 00:39:48,020 --> 00:40:02,780 Jeff Dunn: The next nugget for Mike is we are each a goldmine of unrealized potential. And so often we recognize our unrealized potential by setting goals so big that we become a much better version of ourselves. 531 00:40:03,560 --> 00:40:09,800 Jeff Dunn: And I'll say the much better version of ourselves to me comes when we set aside that margin time. 532 00:40:10,300 --> 00:40:13,400 Jeff Dunn: So that margin time for some may be early in the morning. 533 00:40:13,640 --> 00:40:14,920 Jeff Dunn: It may be late afternoon. 534 00:40:15,000 --> 00:40:18,700 Jeff Dunn: It might be right before you go to bed, but it's time to reflect. 535 00:40:19,260 --> 00:40:20,240 Jeff Dunn: It's time to plan. 536 00:40:20,260 --> 00:40:29,480 Jeff Dunn: It's time to create that better mousetrap that's required for us to play that music that we had no business writing in the first place. 537 00:40:30,359 --> 00:40:37,660 Jeff Dunn: So the next nugget from Mike is this step beyond what's been done before and look at old things in a new way. 538 00:40:40,160 --> 00:40:45,839 Jeff Dunn: So many old timers in this business talk about all these crawl spaces that they've crawled through over time. 539 00:40:46,480 --> 00:40:51,680 Jeff Dunn: And so what I think about that, and I was one of those guys, I cut my teeth in town Atlanta 540 00:40:52,099 --> 00:40:55,180 Jeff Dunn: with all the crawl spaces that were built back in the twenties. 541 00:40:55,880 --> 00:40:58,619 Jeff Dunn: It had no intention of putting central air in there. 542 00:40:58,630 --> 00:41:03,079 Jeff Dunn: And then they get the ducts, the central ducts underneath the house and you got to crawl over 543 00:41:03,200 --> 00:41:03,280 Jeff Dunn: them. 544 00:41:03,280 --> 00:41:05,980 Jeff Dunn: You got to crawl under them, but we just did it. 545 00:41:06,540 --> 00:41:12,200 Jeff Dunn: And so now, you know, there's technology out there right now where it's like a, it's 546 00:41:12,619 --> 00:41:19,540 Jeff Dunn: that crawls through there with a remote and he's filming and looking for damage from termites, 547 00:41:19,760 --> 00:41:24,280 Jeff Dunn: from conducive conditions, for entry points, for rodents, all these things. 548 00:41:24,960 --> 00:41:27,480 Jeff Dunn: Another thing that I think about with crawl spaces is 549 00:41:27,720 --> 00:41:34,359 Jeff Dunn: For so long, we would say, it's been so long since I remembered these rules, but 70% poly 550 00:41:35,160 --> 00:41:40,400 Jeff Dunn: with, what was it, four vents on three different walls qualified as adequate ventilation. 551 00:41:40,869 --> 00:41:46,020 Jeff Dunn: And now you've got crawlspace companies and many termite companies, pest control companies 552 00:41:46,520 --> 00:41:47,780 Jeff Dunn: that offer those solutions. 553 00:41:48,030 --> 00:41:52,680 Jeff Dunn: So those same crawlspaces that we crawled through for years have, 554 00:41:52,220 --> 00:42:11,000 Jeff Dunn: Now are encapsulated. Now they have foam on the wall. Now they have 20 mil plastic. So it's just looking at it in a new way. This one's powerful here. The only way to manage change is to create change. No, thank you. I'm in a hotel for our meeting. So that's pretty funny. 555 00:42:11,500 --> 00:42:16,119 Jeff Dunn: So anyway, I'm sorry that they're knocking on the door right now. Hi, sorry, you're good. 556 00:42:17,440 --> 00:42:26,540 Jeff Dunn: Okay, you roll it in. Yes, okay. I'm Jeff. Yeah, I'm sorry, guys. So we have our meeting, our 557 00:42:26,700 --> 00:42:30,480 Jeff Dunn: kickoff meeting, and that's where I'm doing this meeting from. It — I guess they just sent 558 00:42:30,630 --> 00:42:35,300 Rich Braman: something up for me. So that was very nice. Not at all, Jeff. That's a nice peek into the life. 559 00:42:35,740 --> 00:42:36,080 Jeff Dunn: That's right. 560 00:42:36,460 --> 00:42:36,880 Jeff Dunn: That's right. 561 00:42:37,900 --> 00:42:38,580 Jeff Dunn: Glamorous, right? 562 00:42:39,260 --> 00:42:40,780 Jeff Dunn: Oh, thank you. 563 00:42:40,980 --> 00:42:41,440 Jeff Dunn: You're good. 564 00:42:44,580 --> 00:42:45,180 Jeff Dunn: That's perfect. 565 00:42:45,500 --> 00:42:46,500 Jeff Dunn: That looks like bourbon. 566 00:42:46,780 --> 00:42:47,620 Jeff Dunn: All right. 567 00:42:47,820 --> 00:42:49,780 Jeff Dunn: I don't have to wait till this is over, right? 568 00:42:50,700 --> 00:42:54,540 Jeff Dunn: So the only way to manage change is to create change. 569 00:42:54,610 --> 00:42:59,480 Jeff Dunn: So when we can have our fingerprints on change, it's a lot less painful. 570 00:42:59,720 --> 00:43:04,200 Jeff Dunn: When somebody's ramming change down our throat, it's not a good thing. 571 00:43:04,290 --> 00:43:06,280 Jeff Dunn: So I love that is I'm there. 572 00:43:06,880 --> 00:43:23,620 Jeff Dunn: Oh boy, this one gives me chills every time I think about it. The most powerful motivational force is not money, power or fame. It's a sense of purpose. And how true is that? Like when we're connected to something bigger than ourselves, we get to go to work, we get to go to that event, we don't have to go to it. 573 00:43:23,720 --> 00:43:25,339 Jeff Dunn: We're connected through purpose. 574 00:43:26,000 --> 00:43:27,579 Jeff Dunn: And how cool is that? 575 00:43:27,829 --> 00:43:33,700 Jeff Dunn: You know, I mean, I think at a young age, we think it is about fame and power and money, 576 00:43:33,960 --> 00:43:38,859 Jeff Dunn: but whatever, you know, it's, it's about that connected sense to something larger than we 577 00:43:39,000 --> 00:43:40,160 Jeff Dunn: are a true sense of purpose. 578 00:43:41,120 --> 00:43:45,840 Jeff Dunn: And then finally stop worrying about what's possible and start pursuing what's preferred. 579 00:43:46,080 --> 00:43:51,500 Jeff Dunn: So when we think about, you know, something that may be probable, Hey, it's probably going 580 00:43:51,500 --> 00:43:51,880 Jeff Dunn: to happen. 581 00:43:52,300 --> 00:43:53,040 Jeff Dunn: It's possible. 582 00:43:53,360 --> 00:43:53,860 Jeff Dunn: You know what? 583 00:43:53,860 --> 00:43:58,380 Jeff Dunn: I might have to go into two X gear to get up this hill and achieve this goal. 584 00:43:58,900 --> 00:44:04,280 Jeff Dunn: But man, if it's preferred and I'll map it out and then it requires this 10 X speed and 585 00:44:04,460 --> 00:44:06,600 Jeff Dunn: 10 X speed doesn't mean we're pedaling faster. 586 00:44:06,840 --> 00:44:09,140 Jeff Dunn: It just means that we're peddling smarter. 587 00:44:09,600 --> 00:44:10,960 Jeff Dunn: We're leaning into others. 588 00:44:11,540 --> 00:44:16,320 Jeff Dunn: We're creating change by fueling curiosity and expanding our capacity. 589 00:44:17,080 --> 00:44:19,780 Jeff Dunn: A couple more slides and then we'll take a quick break here. 590 00:44:21,120 --> 00:44:28,260 Jeff Dunn: I love throwing this challenge out there because attitude does not always drive behavior. 591 00:44:28,620 --> 00:44:34,740 Jeff Dunn: It can, but think about if our attitude is bad one day and I'll be the first to admit, 592 00:44:35,320 --> 00:44:41,040 Jeff Dunn: especially in the season that we're about to come up when Atlanta turns yellow with pollen, 593 00:44:41,410 --> 00:44:47,080 Jeff Dunn: my attitude sucks some morning. Cause I'm like, man, eat this allergy medicine ain't working. 594 00:44:47,150 --> 00:44:52,500 Jeff Dunn: This, this nasal saline rinse is not working. I don't feel good, but 595 00:44:52,760 --> 00:45:05,660 Jeff Dunn: If I go through the motions of those behaviors of creating that margin time in the morning, trying to figure out some kind of way to get a little bit of exercise and spend some time in gratitude, my day is going to go pretty good. 596 00:45:05,980 --> 00:45:11,020 Jeff Dunn: But if I wake up mad about that and skip those behaviors, it's going to be a rough day. 597 00:45:11,819 --> 00:45:15,619 Jeff Dunn: And so the behavior actually can drive the attitude. 598 00:45:16,190 --> 00:45:18,160 Jeff Dunn: Even when we don't feel like it, we do it. 599 00:45:18,230 --> 00:45:21,039 Jeff Dunn: You think of the athletes that go out there who don't want to practice. 600 00:45:21,660 --> 00:45:22,660 Jeff Dunn: They go through the behavior. 601 00:45:22,809 --> 00:45:23,660 Jeff Dunn: They break the sweat. 602 00:45:23,760 --> 00:45:26,140 Jeff Dunn: All of a sudden, the attitude's caught up because of the behavior. 603 00:45:26,589 --> 00:45:27,680 Jeff Dunn: And now they're ready to go. 604 00:45:27,779 --> 00:45:28,279 Jeff Dunn: They're unstoppable. 605 00:45:29,099 --> 00:45:32,740 Jeff Dunn: So this is a good one to think about is the attitude and the behavior. 606 00:45:32,750 --> 00:45:36,740 Jeff Dunn: And sometimes, like they say, we just got to embrace the suck. 607 00:45:37,040 --> 00:45:38,579 Jeff Dunn: It sucks, but I'm going to do it. 608 00:45:38,630 --> 00:45:41,040 Jeff Dunn: And then I'll feel better and be better because of it. 609 00:45:42,440 --> 00:45:45,500 Jeff Dunn: So this will be the last one before we go to break here. 610 00:45:46,000 --> 00:45:49,619 Jeff Dunn: So there are a number of dimensions of who we show up as. 611 00:45:50,180 --> 00:45:51,800 Jeff Dunn: There's the physical dimension of us. 612 00:45:52,020 --> 00:45:54,880 Jeff Dunn: There's the intellectual dimension of us. 613 00:45:54,930 --> 00:45:56,720 Jeff Dunn: And then there's the emotional dimension. 614 00:45:56,760 --> 00:46:01,900 Jeff Dunn: So with our physical dimension, we spend a lot of time talking about that as a society. 615 00:46:02,599 --> 00:46:05,740 Jeff Dunn: And I think it comes down to being this simple. 616 00:46:06,520 --> 00:46:07,980 Jeff Dunn: Have I had enough water today? 617 00:46:08,740 --> 00:46:10,619 Jeff Dunn: Did I have enough sleep last night? 618 00:46:12,180 --> 00:46:14,300 Jeff Dunn: Did I get an adequate amount of exercise? 619 00:46:15,000 --> 00:46:20,820 Jeff Dunn: And is my nutrition intake proper for what I want to do, who I want to be? 620 00:46:21,360 --> 00:46:24,520 Jeff Dunn: And so I think it comes down to being that easy. 621 00:46:24,920 --> 00:46:29,240 Jeff Dunn: Certainly there's supplements and vitamins and, and pills that we may need to take for 622 00:46:25,380 --> 00:46:25,539 Jeff Dunn: Yeah. 623 00:46:29,360 --> 00:46:35,460 Jeff Dunn: certain things, but you know, that physical dimension is not overly complex with the hydration, 624 00:46:36,660 --> 00:46:37,080 Jeff Dunn: the sleep. 625 00:46:38,579 --> 00:46:40,420 Jeff Dunn: the nutrition and the exercise. 626 00:46:41,339 --> 00:46:42,819 Jeff Dunn: This intellectual piece, 627 00:46:42,960 --> 00:46:43,980 Jeff Dunn: you know, mental piece 628 00:46:44,500 --> 00:46:45,839 Jeff Dunn: is a very important one. 629 00:46:46,400 --> 00:46:48,559 Jeff Dunn: And so what we're, 630 00:46:48,940 --> 00:46:51,319 Jeff Dunn: what we all learn about this is, 631 00:46:51,760 --> 00:46:53,559 Jeff Dunn: is that we're going to have thoughts 632 00:46:53,839 --> 00:46:54,940 Jeff Dunn: come into our minds 633 00:46:55,220 --> 00:46:57,500 Jeff Dunn: And many of these thoughts are going to be negative. 634 00:46:57,720 --> 00:47:01,420 Jeff Dunn: Many of these thoughts are going to be telling us that we're not enough. 635 00:47:02,099 --> 00:47:05,980 Jeff Dunn: They're going to be telling us that we're an imposter and we don't belong in what we do. 636 00:47:06,700 --> 00:47:11,099 Jeff Dunn: And what we do with that determines... 637 00:47:12,000 --> 00:47:17,740 Jeff Dunn: how we show up for our teammates. So there's ways for us to reframe all this. 638 00:47:18,520 --> 00:47:25,540 Jeff Dunn: Let's think about this for a minute. If I know that I'm feeling a little negative in a day, 639 00:47:26,310 --> 00:47:32,940 Jeff Dunn: I just got to ask myself better questions. I'm got that critical parent saying all this stuff 640 00:47:32,990 --> 00:47:36,580 Jeff Dunn: to myself where I'm like, and just ask better questions. 641 00:47:37,200 --> 00:47:39,160 Jeff Dunn: How can I achieve my goals? 642 00:47:39,400 --> 00:47:41,319 Jeff Dunn: How can I be an extraordinary leader? 643 00:47:41,799 --> 00:47:43,700 Jeff Dunn: What does my team need from me? 644 00:47:44,619 --> 00:47:49,119 Jeff Dunn: And that's the question that gets me the most is that when I get out of my head of making 645 00:47:49,180 --> 00:47:56,599 Jeff Dunn: it about me and I make it about serving others, that negative mental energy dissipates. 646 00:47:57,079 --> 00:47:58,660 Jeff Dunn: And then the last one, emotional. 647 00:47:58,880 --> 00:48:03,440 Jeff Dunn: I had somebody tell me that the only emotions we really got to worry about are mad, glad, 648 00:48:03,740 --> 00:48:04,660 Jeff Dunn: sad, and fear. 649 00:48:05,380 --> 00:48:10,200 Jeff Dunn: And so mad means somebody's in between of where I am and where I want to be. 650 00:48:10,960 --> 00:48:13,500 Jeff Dunn: Sad means I'm thinking about something in the past. 651 00:48:14,100 --> 00:48:15,280 Jeff Dunn: Glad's where we want to be. 652 00:48:15,500 --> 00:48:19,140 Jeff Dunn: That's that present state of being grateful, a sense of gratitude. 653 00:48:19,780 --> 00:48:23,140 Jeff Dunn: And then fear, that's the one that's all future focused. 654 00:48:23,180 --> 00:48:23,920 Jeff Dunn: How many of you? 655 00:48:24,240 --> 00:48:27,700 Jeff Dunn: have this fear and then none of it ever comes true. 656 00:48:27,960 --> 00:48:28,500 Jeff Dunn: What do they say? 657 00:48:28,500 --> 00:48:31,099 Jeff Dunn: The acronym is false evidence appearing real. 658 00:48:31,560 --> 00:48:35,980 Jeff Dunn: And so often that's true that we make up in our minds, 659 00:48:36,300 --> 00:48:39,260 Jeff Dunn: all this negative stuff that's going to happen and it never happens. 660 00:48:39,920 --> 00:48:55,520 Jeff Dunn: So these are the dimensions that we'll show up in. And I think this is a good place for us to break because this sets the stage for how we transform and become better by taking ownership of these areas. Richie, would you say a 10 minute break is appropriate? 661 00:48:57,740 --> 00:49:09,339 Rich Braman: Jeff, that sounds perfect. Let's go ahead and do that. All right, folks, we will see everyone back here. We'll start fresh in our second hour at 10 after 4. 662 00:49:12,060 --> 00:49:16,480 Jeff Dunn: All right, gang. I think it's that time. 663 00:49:19,480 --> 00:49:23,800 Jeff Dunn: I couldn't help but laugh about food and beverage coming in here. 664 00:49:23,940 --> 00:49:24,720 Jeff Dunn: That was funny. 665 00:49:26,360 --> 00:49:28,440 Jeff Dunn: Thank you all for understanding. 666 00:49:30,120 --> 00:49:31,620 Jeff Dunn: Glamorous life on the road. 667 00:49:32,980 --> 00:49:33,540 Jeff Dunn: All right. 668 00:49:35,100 --> 00:49:38,420 Jeff Dunn: Richie, I assume it's good to start back now. 669 00:49:41,420 --> 00:49:43,340 Jeff Dunn: I want to make sure everybody can hear me. 670 00:49:43,400 --> 00:49:46,000 Jeff Dunn: Can somebody shoot me a thumbs up from chat? 671 00:49:46,980 --> 00:49:47,680 Jeff Dunn: Absolutely, Jack. 672 00:49:48,300 --> 00:49:48,900 Jeff Dunn: Loud and clear. 673 00:49:49,800 --> 00:49:50,140 Jeff Dunn: Awesome. 674 00:49:52,100 --> 00:49:55,220 Jeff Dunn: Nothing like that lonely feeling on Zoom or Teams. 675 00:49:55,660 --> 00:49:55,820 Jeff Dunn: Right. 676 00:49:56,320 --> 00:50:01,940 Rich Braman: I think I see all 400 of you, but also I could be talking to an empty room. 677 00:50:03,020 --> 00:50:03,540 Jeff Dunn: So true. 678 00:50:04,920 --> 00:50:06,040 Rich Braman: I see the thumbs up. 679 00:50:06,220 --> 00:50:06,560 Rich Braman: All right. 680 00:50:07,140 --> 00:50:07,300 Jeff Dunn: Yeah. 681 00:50:07,800 --> 00:50:08,980 Jeff Dunn: A lot of support there. 682 00:50:09,560 --> 00:50:10,060 Jeff Dunn: Thank you all. 683 00:50:11,540 --> 00:50:12,220 Jeff Dunn: All right. 684 00:50:12,520 --> 00:50:13,460 Jeff Dunn: Home stretch now. 685 00:50:13,570 --> 00:50:14,240 Jeff Dunn: Here we go. 686 00:50:15,460 --> 00:50:21,880 Jeff Dunn: So there's a happiness formula out there that I want to share with you because I do believe 687 00:50:22,140 --> 00:50:24,560 Jeff Dunn: this impacts how we show up at work. 688 00:50:26,839 --> 00:50:31,760 Jeff Dunn: So if you pick on it, let's pick on the baby boomers, you know, they, they had this philosophy 689 00:50:31,940 --> 00:50:36,660 Jeff Dunn: that you work hard that makes you more successful and that'll bring happiness. 690 00:50:37,420 --> 00:50:38,440 Jeff Dunn: I'm a Gen Xer. 691 00:50:38,539 --> 00:50:44,160 Jeff Dunn: And I think that's the way we were raised to, you know, like work hard, you'll be successful 692 00:50:44,660 --> 00:50:45,839 Jeff Dunn: and then that'll make you happy. 693 00:50:46,579 --> 00:50:51,079 Jeff Dunn: And then the younger generations of taking a little bit different approach, Nate, they've 694 00:50:51,299 --> 00:50:51,500 Jeff Dunn: said. 695 00:50:52,280 --> 00:50:56,980 Jeff Dunn: Find something to be happy about, specifically a career. 696 00:50:57,700 --> 00:50:58,880 Jeff Dunn: Work hard in that. 697 00:50:59,580 --> 00:51:02,460 Jeff Dunn: And then because of that, you become more successful. 698 00:51:02,520 --> 00:51:05,540 Jeff Dunn: And I think I subscribe to that now. 699 00:51:05,540 --> 00:51:08,500 Jeff Dunn: I think that we can choose... 700 00:51:08,780 --> 00:51:14,860 Jeff Dunn: happiness and happiness can show up as gratitude or glad it's that present state of being content, 701 00:51:15,240 --> 00:51:18,280 Jeff Dunn: having enough focused on what we have rather than what we don't have. 702 00:51:19,090 --> 00:51:25,460 Jeff Dunn: And then we work hard and that hard work becomes enjoyable as opposed to, um, 703 00:51:26,120 --> 00:51:30,700 Jeff Dunn: having to do it. And then that just makes us become even more successful. 704 00:51:31,460 --> 00:51:35,940 Jeff Dunn: And I love the image here because you've got three people on the podium there. 705 00:51:36,400 --> 00:51:39,980 Jeff Dunn: And, you know, it may look like one person's winning by holding his arms up. 706 00:51:38,330 --> 00:51:38,480 Jeff Dunn: Yeah. 707 00:51:40,100 --> 00:51:47,920 Jeff Dunn: But to me, it's important that as we become more successful, we take we take more people along the journey with us. 708 00:51:48,440 --> 00:51:55,500 Jeff Dunn: And we do our best to get people into rooms that they wouldn't ordinarily have that opportunity to do without our influence. 709 00:51:55,800 --> 00:51:59,520 Jeff Dunn: Because somebody looked out for us, you know, so when we look in the mirror, 710 00:52:00,120 --> 00:52:03,880 Jeff Dunn: hopefully we're seeing all the people that got us to where we are. 711 00:52:04,040 --> 00:52:08,920 Jeff Dunn: And then we can recognize the really obligation to bring others along. 712 00:52:10,720 --> 00:52:13,600 Jeff Dunn: So our life condition equals our blueprint. 713 00:52:15,080 --> 00:52:20,660 Jeff Dunn: So again, that's something that, that it's some bad programming for us sometimes. 714 00:52:21,780 --> 00:52:28,820 Jeff Dunn: So when we're not happy, that means that our life condition is not in alignment with our blueprint. 715 00:52:29,740 --> 00:52:34,400 Jeff Dunn: So our blueprint could have been something that society put on us. 716 00:52:29,930 --> 00:52:30,080 Jeff Dunn: Um, 717 00:52:34,760 --> 00:52:37,320 Jeff Dunn: Our blueprint may have said, you know what? 718 00:52:37,720 --> 00:52:44,500 Jeff Dunn: I'm going to graduate high school when I'm 18, college when I'm 22, married when I'm 25, kids when I'm 27. 719 00:52:45,460 --> 00:52:47,100 Jeff Dunn: And that's my blueprint. 720 00:52:47,800 --> 00:52:49,520 Jeff Dunn: And then I end up 35. 721 00:52:51,400 --> 00:52:55,700 Jeff Dunn: and I've not achieved all that, well, then that makes me unhappy. 722 00:52:56,700 --> 00:53:03,380 Jeff Dunn: And so we have to, and it's hard for us to recognize that the blueprint is the blueprint 723 00:53:03,589 --> 00:53:08,960 Jeff Dunn: that we choose. And then we align our life condition with that blueprint. And that might 724 00:53:09,220 --> 00:53:12,200 Jeff Dunn: help us become that better version of ourselves. 725 00:53:12,470 --> 00:53:13,980 Jeff Dunn: Again, we go back to goal setting. 726 00:53:14,470 --> 00:53:15,640 Jeff Dunn: Who do I want to become? 727 00:53:16,300 --> 00:53:22,060 Jeff Dunn: Who do I want to become oftentimes happens as a result of the goals that we set. 728 00:53:22,700 --> 00:53:24,980 Jeff Dunn: So we try to get to this point and this point, 729 00:53:25,310 --> 00:53:28,820 Jeff Dunn: and we achieve those goals or maybe even come up short with it, 730 00:53:29,089 --> 00:53:31,320 Jeff Dunn: but we're becoming a better version of ourselves. 731 00:53:32,220 --> 00:53:35,920 Jeff Dunn: And here's what's scary about chasing that blueprint. 732 00:53:38,440 --> 00:53:41,940 Jeff Dunn: is that we may not focus on how much we've grown. 733 00:53:39,050 --> 00:53:39,180 Jeff Dunn: Yeah. 734 00:53:42,760 --> 00:53:45,640 Jeff Dunn: There's a good book out there called The Gap and the Gain, 735 00:53:45,820 --> 00:53:52,359 Jeff Dunn: and what it focuses on is spending time and gratitude for the gains that we make, 736 00:53:53,160 --> 00:53:57,460 Jeff Dunn: rather than focusing on the gap of where we are and where we think we need to be. 737 00:53:58,100 --> 00:54:03,460 Jeff Dunn: Oftentimes when we're chasing that ideal out there, it doesn't really exist. 738 00:54:03,730 --> 00:54:06,680 Jeff Dunn: And we're just constantly chasing, chasing, chasing. 739 00:54:07,150 --> 00:54:13,200 Jeff Dunn: And as long as we're chasing, chasing, there's a sense of not being fulfilled. 740 00:54:13,840 --> 00:54:18,940 Jeff Dunn: And so fulfillment oftentimes happens when we're able to take a moment, take a breather, 741 00:54:19,720 --> 00:54:21,580 Jeff Dunn: celebrate, celebrate the wins. 742 00:54:22,600 --> 00:54:28,800 Jeff Dunn: extract the key learnings, and face the recurring challenges that we haven't fixed yet. 743 00:54:29,300 --> 00:54:34,300 Jeff Dunn: And that's healthy. Otherwise, you know, we're just chasing that next goal, 744 00:54:35,080 --> 00:54:41,120 Jeff Dunn: and chasing that next goal without taking time to celebrate oftentimes leads to burnout. 745 00:54:41,180 --> 00:54:41,240 Jeff Dunn: out. 746 00:54:43,920 --> 00:55:01,320 Jeff Dunn: So we make decisions every single day. And so in sales, where our focus goes, our energy flows. And so I say that's in sales, but the reality is that's everywhere, everywhere. And so those of you new to the business, 747 00:55:02,700 --> 00:55:05,080 Jeff Dunn: your focus is on pest control trucks now. 748 00:55:05,670 --> 00:55:07,980 Jeff Dunn: And so now that you've been in it for a little while, 749 00:55:08,030 --> 00:55:11,820 Jeff Dunn: you look at all these trucks out there and you think, man, 750 00:55:12,440 --> 00:55:15,020 Jeff Dunn: get all these pest control trucks out there. 751 00:55:15,820 --> 00:55:20,240 Jeff Dunn: So if you're an optimist, you sit there and say, I made a good decision. 752 00:55:20,430 --> 00:55:23,700 Jeff Dunn: There must be a lot of demand because there's a lot of trucks out there. 753 00:55:23,700 --> 00:55:24,720 Jeff Dunn: I made a good decision. 754 00:55:25,520 --> 00:55:30,460 Jeff Dunn: or if you're a little more pessimistic or a scarcity thinker, 755 00:55:30,920 --> 00:55:33,900 Jeff Dunn: you might say, oh boy, there's too much competition. 756 00:55:34,300 --> 00:55:36,500 Jeff Dunn: It's time for me to duck out of this industry. 757 00:55:37,380 --> 00:55:42,320 Jeff Dunn: So what we have to be careful of is the meaning that we put on things. 758 00:55:43,020 --> 00:55:46,880 Jeff Dunn: So our focus, hey, all those trucks were there before. 759 00:55:48,020 --> 00:55:51,140 Jeff Dunn: You just happen to see them now because you're a part of the industry. 760 00:55:52,140 --> 00:55:54,500 Jeff Dunn: The meaning you put on it is your choice. 761 00:55:55,030 --> 00:55:59,520 Jeff Dunn: Are you going to see it through a lens of abundance or a lens of scarcity? 762 00:56:00,260 --> 00:56:04,420 Jeff Dunn: If it's a lens of abundance, your action is going to be let's go. 763 00:56:05,220 --> 00:56:10,160 Jeff Dunn: And if it's a lens of scarcity, it might be let's go and it might mean exiting the industry. 764 00:56:11,140 --> 00:56:13,600 Jeff Dunn: You know, it doesn't just apply with pest control trucks too. 765 00:56:13,800 --> 00:56:18,480 Jeff Dunn: There's probably some of you out there that would love that new GMC Sierra AT4. 766 00:56:19,240 --> 00:56:25,540 Jeff Dunn: There might be others of you that may want that new sports car and you may see that everywhere. 767 00:56:26,200 --> 00:56:29,640 Jeff Dunn: So whatever it is that you're focused on, that's what you're seeing. 768 00:56:30,300 --> 00:56:32,860 Jeff Dunn: And so the power of decision for me is this. 769 00:56:33,420 --> 00:56:35,380 Jeff Dunn: If we look for good, we find good. 770 00:56:35,460 --> 00:56:37,560 Jeff Dunn: If we look for bad, we find bad. 771 00:56:37,920 --> 00:56:39,840 Jeff Dunn: We'll always find what we're looking for. 772 00:56:40,240 --> 00:56:48,000 Jeff Dunn: So it's up to us to channel that focus towards what it is that we want and then place the 773 00:56:48,200 --> 00:56:51,640 Jeff Dunn: proper meaning on it and then take the proper action. 774 00:56:52,260 --> 00:56:53,799 Jeff Dunn: So let's talk about goal setting. 775 00:56:54,000 --> 00:56:57,339 Jeff Dunn: Now, I know y'all signed up for this and you thought I was going to learn about, I thought 776 00:56:57,339 --> 00:56:58,680 Jeff Dunn: I was going to learn about pest control. 777 00:56:58,839 --> 00:57:01,279 Jeff Dunn: All this guy's doing is playing armchair psychologist. 778 00:57:02,339 --> 00:57:09,880 Jeff Dunn: But I promise you, when we deal with guys that are crushing it in sales, we're going 779 00:57:07,920 --> 00:57:12,240 Jeff Dunn: they're healthy. When they're not, they're not, you know, 780 00:57:12,460 --> 00:57:17,400 Jeff Dunn: there's something else going on. Now I'm not saying you can't be successful at 781 00:57:17,620 --> 00:57:21,780 Jeff Dunn: work. If you're not successful at home, cause I see guys do it. 782 00:57:21,880 --> 00:57:23,560 Jeff Dunn: They just pour everything there is into work, 783 00:57:24,260 --> 00:57:27,000 Jeff Dunn: but a healthier approach is balance in both. 784 00:57:27,000 --> 00:57:30,080 Jeff Dunn: And that's why we're spending some time in this, but let's, 785 00:57:30,280 --> 00:57:32,920 Jeff Dunn: let's do what we call RPM right here. 786 00:57:34,780 --> 00:57:51,160 Jeff Dunn: So RPM, this is another Tony Robbins methodology. So RPM stands for rapid planning method or results, purpose and massive action plan. So let's set results real quick. What do I really want? 787 00:57:52,120 --> 00:57:58,660 Jeff Dunn: So let's just say you're sitting with one of your sales guys in his planning for next year. 788 00:57:59,320 --> 00:58:04,460 Jeff Dunn: And he says to you, I want to sell $600,000 next year. 789 00:58:05,180 --> 00:58:07,000 Jeff Dunn: And you say 600,000. 790 00:58:07,220 --> 00:58:07,420 Jeff Dunn: Okay. 791 00:58:07,760 --> 00:58:09,840 Jeff Dunn: So that's 50,000 a month. 792 00:58:10,860 --> 00:58:16,080 Jeff Dunn: And in a four week month, that's 12,500 a week. 793 00:58:16,890 --> 00:58:18,020 Jeff Dunn: Do you think that's possible? 794 00:58:18,160 --> 00:58:19,280 Jeff Dunn: And he's like, oh, absolutely. 795 00:58:19,370 --> 00:58:20,200 Jeff Dunn: I can do that. 796 00:58:20,640 --> 00:58:20,780 Rich Braman: Okay. 797 00:58:21,740 --> 00:58:23,040 Jeff Dunn: So then we move to purpose. 798 00:58:23,840 --> 00:58:27,800 Jeff Dunn: So what is, why do you want to sell $600,000? 799 00:58:28,660 --> 00:58:33,220 Jeff Dunn: And normally for most sales guys, you'll get, man, I sold 500 last year. 800 00:58:33,250 --> 00:58:35,079 Jeff Dunn: I bet I can sell 600 this year. 801 00:58:35,220 --> 00:58:36,320 Jeff Dunn: That's a 20% increase. 802 00:58:36,680 --> 00:58:37,099 Jeff Dunn: Let's go. 803 00:58:37,920 --> 00:58:46,980 Jeff Dunn: And then you'll get the guys that say, I want to sell 600,000 this year because I sold 500,000 last year. 804 00:58:47,660 --> 00:58:52,660 Jeff Dunn: and I need roughly $15,000 to pay for my kid's special school 805 00:58:52,790 --> 00:58:55,260 Jeff Dunn: for his processing or his dyslexia issues. 806 00:58:56,040 --> 00:58:58,620 Jeff Dunn: And if I can sell an additional $100,000 this year, 807 00:58:59,180 --> 00:59:01,360 Jeff Dunn: that'll give me enough money to send him to the school 808 00:59:01,620 --> 00:59:03,700 Jeff Dunn: that the psychologist says he needs to go to. 809 00:59:04,440 --> 00:59:10,660 Jeff Dunn: And when you get a mic drop moment like that from a sales guy, he's going to make the number because he's fueled. 810 00:59:10,960 --> 00:59:11,720 Jeff Dunn: He's got purpose. 811 00:59:11,980 --> 00:59:13,359 Jeff Dunn: He's not doing it for himself. 812 00:59:13,940 --> 00:59:15,119 Jeff Dunn: He's doing it for his kid. 813 00:59:15,760 --> 00:59:22,200 Jeff Dunn: So when you can get a response like that, support that guy, he's going to hit his goal. 814 00:59:22,799 --> 00:59:25,520 Jeff Dunn: So then in this next part, it's the massive action plan. 815 00:59:26,040 --> 00:59:28,680 Jeff Dunn: You as the manager can't write this. 816 00:59:28,940 --> 00:59:31,619 Jeff Dunn: It's got to be the sales guy because it's got to be his words. 817 00:59:31,640 --> 00:59:36,420 Jeff Dunn: It's got to be his plan so that you can hold him accountable to his plan, not your plan. 818 00:59:36,920 --> 00:59:38,359 Jeff Dunn: So this is what I need to do. 819 00:59:38,560 --> 00:59:46,180 Jeff Dunn: This is the specific actions and activities and behaviors that the sales guy commits to in order to achieve this result. 820 00:59:46,300 --> 00:59:47,619 Jeff Dunn: Now, maybe you are in sales. 821 00:59:48,400 --> 00:59:54,660 Jeff Dunn: And maybe this is for you. So if you are in sales or thinking about getting in sales, just think about what is your result? 822 00:59:54,920 --> 00:59:58,600 Jeff Dunn: We're still early enough in the year. You've probably already broken your New Year's resolutions. 823 00:59:59,200 --> 01:00:03,780 Jeff Dunn: I think most people break them by Valentine's Day. So today's a great day to recommit. 824 01:00:04,280 --> 01:00:08,780 Jeff Dunn: Maybe get a little more clarity on what you really want, why you want it. 825 01:00:09,300 --> 01:00:12,800 Jeff Dunn: And then the massive action plan. You know what your purpose might be? 826 01:00:14,220 --> 01:00:20,040 Jeff Dunn: to get out of debt. Your purpose might be to build a fence in your backyard. Your purpose might be to 827 01:00:20,720 --> 01:00:25,040 Jeff Dunn: celebrate your kid's birthday like it's never been celebrated before. Whatever it is, it's personal. 828 01:00:25,260 --> 01:00:31,660 Jeff Dunn: It's your purpose, but that is fuel to drive performance, and it's healthy. It is so healthy 829 01:00:31,820 --> 01:00:32,840 Jeff Dunn: when you're doing it that way. 830 01:00:34,520 --> 01:00:43,460 Jeff Dunn: You know, this applies to things like quitting smoking too, because what happens here is you commit to quit smoking and now you, you've got the purpose. 831 01:00:44,640 --> 01:00:44,880 Jeff Dunn: Why? 832 01:00:45,010 --> 01:00:50,820 Jeff Dunn: You know, I went in, I tore my Achilles and the doctor said, you'll heal up a lot faster if you'll quit smoking. 833 01:00:51,380 --> 01:00:56,680 Jeff Dunn: Oh yeah, doc, what else? Oh yeah. And you're going to limit your likelihood of getting whatever else 834 01:00:57,020 --> 01:01:02,380 Jeff Dunn: that, that, that smoking can cause that's real, that's purpose. So then we start to create a 835 01:01:02,530 --> 01:01:06,960 Jeff Dunn: massive action plan on how we're going to do it. Some people can do it easy. They can just go 836 01:01:07,340 --> 01:01:12,760 Jeff Dunn: cold Turkey. Others might need the smoking cessation plan, whatever the case is. 837 01:01:13,839 --> 01:01:20,040 Jeff Dunn: we're not going to achieve new results if we don't write them down and commit to them. 838 01:01:20,220 --> 01:01:21,660 Jeff Dunn: So this ain't me preaching. 839 01:01:22,079 --> 01:01:26,880 Jeff Dunn: This is me just sharing with you what I see every day from our salespeople and from our 840 01:01:27,010 --> 01:01:27,140 Jeff Dunn: leaders. 841 01:01:27,250 --> 01:01:31,859 Jeff Dunn: Those who write it down and review it in their margin each morning are the ones that 842 01:01:32,280 --> 01:01:33,520 Jeff Dunn: achieve it consistently. 843 01:01:33,940 --> 01:01:35,520 Jeff Dunn: No one hit wonders with those guys. 844 01:01:36,680 --> 01:01:52,800 Jeff Dunn: So I love it when Dr. Suiter's on this call, because I'd always say this is a picture of Dr. Suiter when he had long hair and he always laughs. But this is a picture that I got a long time ago when we did this class. And it was actually one of the guys that... 845 01:01:53,240 --> 01:02:00,820 Jeff Dunn: we'd gotten some of this stuff from. So again, this is some Tony Robbins stuff, but train and 846 01:02:00,920 --> 01:02:06,540 Jeff Dunn: hone your craft. This goes back to us identifying and building on the strengths. We shore up our 847 01:02:06,720 --> 01:02:10,780 Jeff Dunn: blind spots. We upgrade technical expertise, which every one of you is doing because you're 848 01:02:10,780 --> 01:02:15,680 Jeff Dunn: in this class today. With salespeople, we have to practice real life applications. 849 01:02:17,120 --> 01:02:19,980 Jeff Dunn: you know, they hate when you say it, but you got to role play. 850 01:02:20,370 --> 01:02:25,120 Jeff Dunn: What is it that you're going to do when you engage with that referral source? 851 01:02:25,860 --> 01:02:29,940 Jeff Dunn: What are you going to do when you engage with that decision maker, whoever it may be, 852 01:02:30,010 --> 01:02:32,060 Jeff Dunn: but we have to practice those real life applications. 853 01:02:32,570 --> 01:02:35,840 Jeff Dunn: And I'll tell you this, we'll kind of cut ahead to some technology here, but 854 01:02:36,480 --> 01:02:42,579 Jeff Dunn: There are some real life applications you can do right now with AI tools on selling that you can train salespeople. 855 01:02:42,760 --> 01:02:45,839 Jeff Dunn: Now, granted, it's not live fire, so to speak. 856 01:02:46,640 --> 01:02:51,800 Jeff Dunn: But goodness, you can role play with some of these AI bots and it makes you a better seller. 857 01:02:51,930 --> 01:02:53,280 Jeff Dunn: So that's something to look at. 858 01:02:53,589 --> 01:02:55,760 Jeff Dunn: And then the last one is improving your sales skills. 859 01:02:56,320 --> 01:02:59,980 Jeff Dunn: You may be in sales and you may depend on your sales skills. 860 01:03:00,480 --> 01:03:01,579 Jeff Dunn: You may be in management. 861 01:03:01,690 --> 01:03:02,619 Jeff Dunn: You may be in leadership. 862 01:03:02,990 --> 01:03:04,040 Jeff Dunn: You may own the business. 863 01:03:04,440 --> 01:03:06,720 Jeff Dunn: your sales skills are going to apply no matter what, 864 01:03:06,920 --> 01:03:10,820 Jeff Dunn: because really effective selling is nothing more than building influence. 865 01:03:11,310 --> 01:03:15,320 Jeff Dunn: And leadership is nothing more than stewarding that influence to get people to 866 01:03:15,500 --> 01:03:18,280 Jeff Dunn: do what it is that they don't think is possible yet. 867 01:03:18,630 --> 01:03:20,580 Jeff Dunn: So all this stuff fits together. 868 01:03:22,560 --> 01:03:25,880 Jeff Dunn: So got a simple little illustration here for us. 869 01:03:26,340 --> 01:03:28,560 Jeff Dunn: It's our critical sales skills that we'll talk about. 870 01:03:28,560 --> 01:03:31,720 Jeff Dunn: We can't do a sales class without talking about the process. 871 01:03:32,100 --> 01:03:33,020 Jeff Dunn: So here's the process. 872 01:03:33,800 --> 01:03:35,640 Jeff Dunn: The first thing we do is we connect. 873 01:03:36,520 --> 01:03:39,800 Jeff Dunn: It's funny that I'm talking about connect with, 874 01:03:39,820 --> 01:03:48,660 Jeff Dunn: When I just talked about AI, uh, but you know, as long as we have humans selling to humans, 875 01:03:49,400 --> 01:03:55,320 Jeff Dunn: connection is going to be important. People buy from people they trust. 876 01:03:55,980 --> 01:04:02,720 Jeff Dunn: People buy from people they like and people buy from people who they see themselves like. 877 01:04:03,020 --> 01:04:04,200 Jeff Dunn: So connection's important. 878 01:04:04,840 --> 01:04:06,600 Jeff Dunn: We call it bonding and building rapport. 879 01:04:07,300 --> 01:04:16,460 Jeff Dunn: We know that in a transaction, in-person transaction, 55% of the message that we send to that other person is our body language. 880 01:04:17,200 --> 01:04:22,540 Jeff Dunn: 38% is our volume, our tone, our pitch, our speed at which we talk. 881 01:04:22,970 --> 01:04:26,160 Jeff Dunn: And only 7% is the chosen words that we use. 882 01:04:26,700 --> 01:04:30,480 Jeff Dunn: So it tells you how very important the body language is. 883 01:04:31,099 --> 01:04:35,320 Jeff Dunn: We can send some awful mean signals through body languages. 884 01:04:36,039 --> 01:04:43,099 Jeff Dunn: We had a speaker a couple of weeks ago at a big meeting and he called his face a resting face. 885 01:04:43,420 --> 01:04:49,619 Jeff Dunn: He said, it just rests and it looks mean. He said, but I'm not mean, but my face says I'm mean 886 01:04:49,839 --> 01:04:58,279 Jeff Dunn: because it just rests. So we have to be intentional about that. Perhaps we put off that vibe and we have to be very intentional about 887 01:04:58,300 --> 01:05:05,740 Jeff Dunn: We have to maybe not cross our arms when we're with a prospect or a customer because that shows that we may be walled off. 888 01:05:06,640 --> 01:05:12,660 Jeff Dunn: Perhaps we need to work on our eye contact because that's what builds trust with prospects and customers. 889 01:05:13,150 --> 01:05:15,100 Jeff Dunn: So whatever the case is. 890 01:05:14,960 --> 01:05:17,460 Jeff Dunn: Human to human is the way to go. 891 01:05:18,180 --> 01:05:19,660 Jeff Dunn: Connection is where it's at. 892 01:05:20,079 --> 01:05:21,839 Jeff Dunn: I can't emphasize that enough. 893 01:05:22,480 --> 01:05:25,160 Jeff Dunn: And that doesn't mean that we all have to be people people. 894 01:05:25,619 --> 01:05:30,500 Jeff Dunn: If you're not a people person, if you're introverted, all you got to do is be intentional about it. 895 01:05:30,800 --> 01:05:33,839 Jeff Dunn: It's not like we got to go become someone that we're not. 896 01:05:34,150 --> 01:05:36,960 Jeff Dunn: But the intention to connection is so important. 897 01:05:39,039 --> 01:05:54,420 Jeff Dunn: The next part of sales is about establishing control. And I don't mean this in a negative sense. I mean it in a, you're the expert, you're in control that prospect or customers following your lead. So how do you do that? 898 01:05:54,820 --> 01:05:58,560 Jeff Dunn: You make upfront contracts with the prospect for the customer. 899 01:05:59,160 --> 01:06:00,660 Jeff Dunn: You tell them what you're going to do. 900 01:06:01,320 --> 01:06:02,100 Jeff Dunn: You do it. 901 01:06:02,640 --> 01:06:04,020 Jeff Dunn: And then you tell them what you did. 902 01:06:04,280 --> 01:06:06,100 Jeff Dunn: It's just like writing an essay in school. 903 01:06:06,680 --> 01:06:11,080 Jeff Dunn: So with an upfront contract, if I'm out there to do a termite inspection today, I'm going 904 01:06:11,080 --> 01:06:13,280 Jeff Dunn: to tell Ms. Jones at the front door, Ms. Jones. 905 01:06:13,720 --> 01:06:15,599 Jeff Dunn: I'm here to do your termite inspection. 906 01:06:16,260 --> 01:06:17,500 Jeff Dunn: Looks like you have a crawl space. 907 01:06:18,260 --> 01:06:19,220 Jeff Dunn: Looks like you have a garage. 908 01:06:19,780 --> 01:06:21,720 Jeff Dunn: I'll need to get into both of those areas. 909 01:06:22,359 --> 01:06:23,560 Jeff Dunn: I'll inspect the outside. 910 01:06:23,920 --> 01:06:26,300 Jeff Dunn: I'll come inside, briefly take a look around the inside. 911 01:06:27,000 --> 01:06:31,619 Jeff Dunn: And if it's okay, I'll sit with you over there at your kitchen table and go through my findings. 912 01:06:32,880 --> 01:06:37,440 Jeff Dunn: totally in control, totally assertive. That's not aggressive. That's how you do it. 913 01:06:38,140 --> 01:06:43,160 Jeff Dunn: That tells her how long this inspection is going to take so that she can put the kid down, 914 01:06:43,900 --> 01:06:49,140 Jeff Dunn: give the kid breakfast, whatever needs to be done. Maybe she needs to run somewhere real quick. And 915 01:06:49,180 --> 01:06:53,760 Jeff Dunn: while you're doing the inspection, she's got time to go run her errand, whatever the case, but you're 916 01:06:53,760 --> 01:07:00,900 Jeff Dunn: in control because your time's valuable. You can't get jerked around by showing up at houses where 917 01:07:01,359 --> 01:07:05,359 Jeff Dunn: the customer's not there or you show up there and the tenant's there and the 918 01:07:05,460 --> 01:07:09,279 Jeff Dunn: tenant can't make the decision. You don't have the contact info for the landlord. 919 01:07:09,619 --> 01:07:12,720 Jeff Dunn: There's a lot of scenarios where you just have to make sure you maintain control. 920 01:07:13,640 --> 01:07:15,000 Jeff Dunn: The next part is Colombo. 921 01:07:16,880 --> 01:07:19,020 Jeff Dunn: I can't see your beautiful faces out there. 922 01:07:19,020 --> 01:07:21,819 Jeff Dunn: So I don't know if anybody's old enough to even remember Columbo, 923 01:07:22,380 --> 01:07:24,880 Jeff Dunn: but this was one of the great TV shows back in the day. 924 01:07:25,059 --> 01:07:28,260 Jeff Dunn: Columbo was a detective and he was awkward. 925 01:07:28,750 --> 01:07:32,539 Jeff Dunn: He would bumble and he would stumble and he would fumble over his words, 926 01:07:33,319 --> 01:07:36,160 Jeff Dunn: but he solved every case and he did it by design. 927 01:07:37,200 --> 01:07:39,220 Jeff Dunn: He was always in question mode. 928 01:07:39,230 --> 01:07:41,440 Jeff Dunn: He fueled curiosity like no other. 929 01:07:41,869 --> 01:07:45,119 Jeff Dunn: He had this epic line of just one more question. 930 01:07:45,859 --> 01:07:51,819 Jeff Dunn: And by that point, you disarmed the person that you were questioning in one more question. 931 01:07:52,069 --> 01:07:58,319 Jeff Dunn: And then, bam, he hits the home run with asking the question that helped him figure out who committed the crime. 932 01:07:58,859 --> 01:08:05,220 Jeff Dunn: So be like Columbo in sales and stay curious, ask questions, let the prospect talk. 933 01:08:05,839 --> 01:08:08,220 Jeff Dunn: We're not there to show them how much we know. 934 01:08:08,640 --> 01:08:12,960 Jeff Dunn: Experts demonstrate their expertise by the quality of the questions that they ask. 935 01:08:13,900 --> 01:08:15,000 Jeff Dunn: just like Columbo. 936 01:08:16,029 --> 01:08:17,620 Jeff Dunn: So the next part is criteria. 937 01:08:17,970 --> 01:08:19,200 Jeff Dunn: As we're asking questions, 938 01:08:19,310 --> 01:08:20,620 Jeff Dunn: we're gathering criteria. 939 01:08:21,250 --> 01:08:23,819 Jeff Dunn: We want to know who's the decision maker. 940 01:08:24,250 --> 01:08:27,500 Jeff Dunn: We want to know how much money's set aside for this. 941 01:08:28,299 --> 01:08:32,160 Jeff Dunn: We want to know how deep the pain really is. 942 01:08:32,319 --> 01:08:34,079 Jeff Dunn: what's been going on? 943 01:08:34,529 --> 01:08:39,139 Jeff Dunn: Is this the eight spring in a row that they've had a termite swarm and they've 944 01:08:39,259 --> 01:08:40,139 Jeff Dunn: done nothing about it? 945 01:08:40,210 --> 01:08:43,259 Jeff Dunn: Or is this the first one and they're committed to fixing the problem? 946 01:08:44,020 --> 01:08:47,639 Jeff Dunn: Whatever the case, we are antenna up listening. 947 01:08:48,579 --> 01:08:53,099 Jeff Dunn: We're gathering our information by listening and by doing an inspection with 948 01:08:53,179 --> 01:08:53,679 Jeff Dunn: our eyes. 949 01:08:54,280 --> 01:08:56,200 Jeff Dunn: So criteria is so important. 950 01:08:57,260 --> 01:08:58,660 Jeff Dunn: The next C is convey. 951 01:08:59,420 --> 01:09:00,400 Jeff Dunn: So check this out. 952 01:09:01,840 --> 01:09:05,360 Jeff Dunn: Oftentimes salespeople will get there and they'll convey first. 953 01:09:06,040 --> 01:09:07,540 Jeff Dunn: They show up and throw up. 954 01:09:07,690 --> 01:09:12,320 Jeff Dunn: We used to call it diarrhea of the mouth, and that's probably not appropriate on a Zoom call. 955 01:09:13,040 --> 01:09:14,660 Jeff Dunn: But they just let it go. 956 01:09:15,080 --> 01:09:19,600 Jeff Dunn: They just talk, talk, and they're not listening to what the customer's needs are. 957 01:09:20,240 --> 01:09:38,100 Jeff Dunn: There's so many times where we listen to the customer and find out they called us for ants, but they need every service that we offer. But if we get there and do the four-year presentation and just tell them, hey, here's the price, I'm out of here, we're not going to get those sales competition well. 958 01:09:39,839 --> 01:09:53,920 Jeff Dunn: So then the next one is confirm. So this is where we play back to the customer, the prospect, everything that we've learned. We paraphrase back to them. We confirm all that they've told us. 959 01:09:55,380 --> 01:10:11,300 Jeff Dunn: If they've signed up, we're confirming the address, the day the job will be completed, the credit card information, all that stuff. And of course, we can't be great salespeople if we don't collect. And man, collecting money is... 960 01:10:12,260 --> 01:10:19,500 Jeff Dunn: from a process standpoint is so much easier today than it once was with the ability to take credit cards in the field, 961 01:10:20,340 --> 01:10:24,320 Jeff Dunn: with the ability to even take checks in the field, no cash. 962 01:10:24,460 --> 01:10:26,340 Jeff Dunn: I don't think many people do that anymore. 963 01:10:27,099 --> 01:10:32,179 Jeff Dunn: But the point here with these critical sales skills is you got to have a process. 964 01:10:32,940 --> 01:10:34,420 Jeff Dunn: And this, this one will work. 965 01:10:34,980 --> 01:10:41,980 Jeff Dunn: But there are a number of programs that will work processes that will work when we're consistent and persistent with them. 966 01:10:44,320 --> 01:10:46,320 Jeff Dunn: So love this slide right here. 967 01:10:47,680 --> 01:10:50,140 Jeff Dunn: To me, this is the money slide right here. 968 01:10:51,020 --> 01:10:51,260 Jeff Dunn: So. 969 01:10:52,380 --> 01:10:56,020 Jeff Dunn: on the vertical axis is tension. 970 01:10:56,690 --> 01:10:58,500 Jeff Dunn: So, you know, when you meet somebody new, 971 01:10:58,699 --> 01:11:00,840 Jeff Dunn: there can be tension, not bad tension, 972 01:11:01,079 --> 01:11:01,900 Jeff Dunn: but just uncertainty. 973 01:11:03,239 --> 01:11:05,440 Jeff Dunn: And so as time goes on, 974 01:11:05,949 --> 01:11:07,639 Jeff Dunn: we can reduce that tension. 975 01:11:07,989 --> 01:11:09,199 Jeff Dunn: And here's how we'll do it. 976 01:11:09,880 --> 01:11:12,639 Jeff Dunn: These are the same C's that were on the prior slide. 977 01:11:13,500 --> 01:11:14,420 Jeff Dunn: If you look at it, 978 01:11:15,280 --> 01:11:17,420 Jeff Dunn: tension's high when we first start out, 979 01:11:17,550 --> 01:11:20,000 Jeff Dunn: but we're able to reduce that 980 01:11:20,040 --> 01:11:28,860 Jeff Dunn: through connection. And then we're able to further reduce it by taking control. They want you to take 981 01:11:29,180 --> 01:11:34,140 Jeff Dunn: control. I promise you, we may not think that, but they want you to take control. You're the expert at 982 01:11:34,140 --> 01:11:38,140 Jeff Dunn: their home. So now you have reduced tension. 983 01:11:39,400 --> 01:11:45,660 Jeff Dunn: So now it's time to go Columbo and start to diagnose, figure out what the impact will be. 984 01:11:46,260 --> 01:11:52,860 Jeff Dunn: You see on the screen away and toward psychologists tell us that people move away from pain or towards 985 01:11:53,100 --> 01:11:57,940 Jeff Dunn: pleasure. That's what we do in sales. We're figuring out what that pain is that they're 986 01:11:58,200 --> 01:12:03,700 Jeff Dunn: moving away from and what that pleasure is that they're moving towards. And that pleasure may be 987 01:12:03,920 --> 01:12:09,620 Jeff Dunn: The certainty that they can go out and enjoy their backyard without getting tagged by mosquitoes. 988 01:12:10,290 --> 01:12:16,400 Jeff Dunn: The pain they may be moving away from are the fire ants that bite them every time they go out there. 989 01:12:16,470 --> 01:12:22,240 Jeff Dunn: So understanding that people make decisions when they move away from pain or toward pleasure. 990 01:12:22,640 --> 01:12:24,200 Jeff Dunn: It's just however they see it. 991 01:12:26,020 --> 01:12:28,860 Jeff Dunn: So you'll notice we're turning the tension back up here. 992 01:12:30,060 --> 01:12:33,280 Jeff Dunn: Traditionally trained salespeople reduce the tension. 993 01:12:33,950 --> 01:12:45,300 Jeff Dunn: And then right here where it dips the first time in that little V right there is when they make the proposal, they convey the information, they sell one service and they leave. 994 01:12:47,580 --> 01:12:51,820 Jeff Dunn: the high producers start to diagnose. 995 01:12:52,360 --> 01:12:56,820 Jeff Dunn: They start to listen better about how this customer is going to make the decision. 996 01:12:57,480 --> 01:13:02,580 Jeff Dunn: They start to bring up questions around other services that we offer. 997 01:13:04,580 --> 01:13:08,060 Jeff Dunn: So that could potentially ramp the tension back up. 998 01:13:08,100 --> 01:13:12,840 Jeff Dunn: What I find is it's not the tension with the customer or prospect as much, 999 01:13:13,300 --> 01:13:16,320 Jeff Dunn: is that internal tension of us saying, 1000 01:13:16,860 --> 01:13:20,300 Jeff Dunn: oh man, a bird in the hand is better than two in the bush. 1001 01:13:20,600 --> 01:13:21,679 Jeff Dunn: I've got this sale. 1002 01:13:21,699 --> 01:13:25,440 Jeff Dunn: Do I really want to take a chance at losing this one to gain two or three more? 1003 01:13:26,179 --> 01:13:28,800 Jeff Dunn: Well, that's a decision you as a salesperson have to make. 1004 01:13:30,040 --> 01:13:31,780 Jeff Dunn: are you doing what you're supposed to be doing? 1005 01:13:31,940 --> 01:13:35,080 Jeff Dunn: If you don't bring up the unprotected needs that that homeowner has, 1006 01:13:35,620 --> 01:13:40,719 Jeff Dunn: if you were a doctor and you were at their house and since they needed 1007 01:13:41,020 --> 01:13:45,460 Jeff Dunn: something that you have a solution to and didn't provide it for them and you're 1008 01:13:45,460 --> 01:13:47,280 Jeff Dunn: a doctor, that's malpractice. 1009 01:13:47,800 --> 01:13:49,460 Jeff Dunn: So if we put that on us, 1010 01:13:49,540 --> 01:13:52,100 Jeff Dunn: that if there's a problem that we can solve, 1011 01:13:52,480 --> 01:13:54,980 Jeff Dunn: let's talk to them about it better yet. 1012 01:13:56,400 --> 01:14:12,620 Jeff Dunn: Some of the most loyal customers are the ones where we found that they've got a plumbing leak that they didn't know about. They've got a drainage issue in the crawl space that they didn't know about. We let them know. Maybe we don't have the solution, but we're down there and we convey that information. 1013 01:14:13,540 --> 01:14:16,980 Jeff Dunn: So let's bring this tension back down at this final curve here. 1014 01:14:17,980 --> 01:14:22,760 Jeff Dunn: That's when we go over the criteria we convey, we confirm, and we collect. 1015 01:14:23,180 --> 01:14:30,560 Jeff Dunn: It takes courage to be an extraordinary salesperson, but it really, it just takes being who you are. 1016 01:14:31,140 --> 01:14:31,940 Jeff Dunn: You're a great person. 1017 01:14:32,180 --> 01:14:33,440 Jeff Dunn: You excel at the basics. 1018 01:14:33,600 --> 01:14:37,720 Jeff Dunn: You follow your core values and you do what's right for that customer. 1019 01:14:38,239 --> 01:14:48,140 Jeff Dunn: You're not trying to sell them. You're informing them. And then what you're doing is you're connecting the value to that service to what they're telling you is important to them. 1020 01:14:42,920 --> 01:14:43,080 Jeff Dunn: Okay. 1021 01:14:50,699 --> 01:14:54,420 Jeff Dunn: So let's talk about technology a little bit here. 1022 01:14:55,080 --> 01:14:56,719 Jeff Dunn: So technology is one. 1023 01:14:59,520 --> 01:15:02,680 Jeff Dunn: that's got a lot of businesses at crossroads right now. 1024 01:15:03,800 --> 01:15:06,300 Jeff Dunn: So there's some simple ones on the slide here. 1025 01:15:06,300 --> 01:15:09,520 Jeff Dunn: I think all of us look at that Weather Channel app in January. 1026 01:15:10,160 --> 01:15:12,460 Jeff Dunn: Goodness, we were looking at it the whole last week of January, 1027 01:15:12,880 --> 01:15:14,140 Jeff Dunn: figuring out if we could do work. 1028 01:15:15,360 --> 01:15:24,840 Jeff Dunn: Waze is one you may have route optimization built into your current software and that's a good way to do it. 1029 01:15:24,840 --> 01:15:30,480 Jeff Dunn: But those that don't have it in your CRM, Waze is a good example there. 1030 01:15:31,040 --> 01:15:37,380 Jeff Dunn: NPMA's got some wonderful apps out there that you can download and use as that mobile field guide. 1031 01:15:39,860 --> 01:15:45,360 Jeff Dunn: You know, whether it's iPhones or Android, so much is done on the phone now, so much is done on the tablet now. 1032 01:15:43,670 --> 01:15:43,840 Jeff Dunn: Okay. 1033 01:15:47,600 --> 01:15:50,860 Jeff Dunn: I can't talk about technology without talking about CRMs. 1034 01:15:51,400 --> 01:15:57,140 Jeff Dunn: I share this with you, not for you to feel sorry for us or laugh at us, but it's something that we have to navigate. 1035 01:15:57,620 --> 01:16:14,180 Jeff Dunn: We grow through organic revenue growth, but we also grow through acquisition. And right now we've got nine different instances of software spread out between ServSuite, FieldRoutes, and PestPack. So we got to have a lot of people educated on a lot of different CRMs. 1036 01:16:14,520 --> 01:16:43,620 Jeff Dunn: We do that so that we don't disrupt the front line and we do it because we're not certain, nobody's certain of what the path forward is with ServSuite. Wonderful people at ServSuite and since they've decided to sunset ServSuite into FieldRoutes, we're going to be able to do that. 1037 01:16:31,940 --> 01:16:36,740 Jeff Dunn: the service is still good. ServSuite does a great job with it. Maybe not as much development 1038 01:16:36,990 --> 01:16:43,320 Jeff Dunn: as there was once before, but we're hanging on there with ServSuite a lot there. There's lots 1039 01:16:43,370 --> 01:16:50,660 Jeff Dunn: of ways that we can extract data out of all these CRMs, and it becomes a weapon for you if you look 1040 01:16:50,720 --> 01:16:56,020 Jeff Dunn: at it that way. And when I say a weapon, these customers, you've got so much data on them. 1041 01:16:56,000 --> 01:17:01,400 Jeff Dunn: You know, you know, oftentimes the size of the home, you know, the type of construction. 1042 01:17:01,960 --> 01:17:14,560 Jeff Dunn: So there's services that you can offer to them, you know, whether it's through a marketing campaign, whether it's through boots on the ground, being out there with the customer, explaining what it is that they need. 1043 01:17:15,160 --> 01:17:16,720 Jeff Dunn: You've got lots of data there. 1044 01:17:17,280 --> 01:17:34,960 Jeff Dunn: I've got ADP listed up here. We're in UKG now for our HR system. We were on ADP for years and UKG is a fine one. USAePay is a way to take credit cards, although WorldPay, I think, is probably the premier player with all that now. 1045 01:17:36,020 --> 01:17:43,880 Jeff Dunn: So another screen here that shows many of the Microsoft Office 365 apps. 1046 01:17:44,410 --> 01:17:46,200 Jeff Dunn: And so all that's valuable. 1047 01:17:47,120 --> 01:17:50,480 Jeff Dunn: And what a way we're able to share data and communicate now. 1048 01:17:51,400 --> 01:17:58,760 Jeff Dunn: You know, one of the things when I talk to operators that they have a challenge with are the graphing applications. 1049 01:17:58,990 --> 01:18:01,820 Jeff Dunn: So graphing the home, graphing the yard. 1050 01:18:03,240 --> 01:18:04,980 Jeff Dunn: Nobody's dominated that one. 1051 01:18:05,140 --> 01:18:09,440 Jeff Dunn: We paid MAPD for years by Evolve Software. 1052 01:18:10,110 --> 01:18:11,160 Jeff Dunn: And that was a good one. 1053 01:18:11,800 --> 01:18:17,120 Jeff Dunn: Since then, we've been using components of HomeSuite through Rollins. 1054 01:18:17,720 --> 01:18:23,140 Jeff Dunn: That's been a good one, but that's one where nobody's just completely come up with a slip. 1055 01:18:22,900 --> 01:18:29,040 Jeff Dunn: that works. Many of you probably do your contracts, your agreements on the iPads, 1056 01:18:29,739 --> 01:18:35,120 Jeff Dunn: and there's different ways to get that. PDF Expert is one way that I see that a lot of 1057 01:18:35,600 --> 01:18:42,699 Jeff Dunn: companies do it. PestPack has made it easy now with Forms, and then from Forms, you use the module 1058 01:18:43,219 --> 01:18:44,239 Jeff Dunn: of Sales Center. 1059 01:18:44,920 --> 01:19:06,180 Jeff Dunn: Service suite doesn't have that capacity right now. So we operate with forms outside of ServSuite, which makes you enter the data multiple times into the system, which seems very inefficient. But again, I think that's one of those AI opportunities in the near future that we'll be able to do better with. 1060 01:19:08,900 --> 01:19:25,220 Jeff Dunn: And then of course, I pass. That's a cool one. So that's a Northwest shortcut. And so it shows up on your phone like it's an app, but it's a landing page. And that's, that's the ability for your service professionals to be able to pass. 1061 01:19:14,430 --> 01:19:14,580 Jeff Dunn: Yeah. 1062 01:19:25,440 --> 01:19:32,800 Jeff Dunn: leads to the sales professionals. We've also done one that we call I refer. So our customers can do 1063 01:19:32,960 --> 01:19:40,360 Jeff Dunn: that. And we've also got one called I recruit. And so this is a way for us to refer people who 1064 01:19:40,659 --> 01:19:41,780 Jeff Dunn: don't yet work at Northwest. 1065 01:19:42,579 --> 01:19:46,239 Jeff Dunn: to Northwest and then we're able to pay our teammates for that referral. 1066 01:19:46,800 --> 01:19:52,960 Jeff Dunn: And what we find is our best teammate retention comes from those that our teammates refer. 1067 01:19:53,219 --> 01:19:58,579 Jeff Dunn: So that's the most preferred way for us to attract candidates. 1068 01:19:59,020 --> 01:20:05,320 Jeff Dunn: Certainly we do the Indeed and SIMOS and we're out there in the market, even working with 1069 01:20:05,639 --> 01:20:07,420 Jeff Dunn: recruiters for specific roles. 1070 01:20:09,400 --> 01:20:13,940 Jeff Dunn: And I think all of us can probably agree that there is a battle for talent right now. 1071 01:20:11,260 --> 01:20:11,440 Jeff Dunn: Yeah. 1072 01:20:13,960 --> 01:20:20,560 Jeff Dunn: I think employers have gained a little bit of leverage here lately in hiring there for 1073 01:20:20,640 --> 01:20:21,100 Jeff Dunn: a while. 1074 01:20:21,540 --> 01:20:29,080 Jeff Dunn: I felt like the employee had all the advantage, but I have seen an uptick in qualified candidates 1075 01:20:29,560 --> 01:20:33,380 Jeff Dunn: applying for roles right now, which is good for all of us. 1076 01:20:33,720 --> 01:20:43,280 Jeff Dunn: As we move to wrap up and then we've certainly got some time for questions here at the end, I want to recap what we've talked about. 1077 01:20:45,560 --> 01:20:49,560 Jeff Dunn: So setting a higher standard is our responsibility. 1078 01:20:51,000 --> 01:21:02,820 Jeff Dunn: You know, we, without continuous improvement, we're not going to be able to do that. 1079 01:20:57,000 --> 01:21:04,280 Jeff Dunn: we're sinking. The old saying, you're either green and growing or ripe and rotting. And there's a lot 1080 01:21:04,280 --> 01:21:10,260 Jeff Dunn: of truth to that. So constantly setting that higher standard to become a healthier, better 1081 01:21:10,480 --> 01:21:12,640 Jeff Dunn: version of ourselves is critical. 1082 01:21:13,480 --> 01:21:30,400 Jeff Dunn: And so how do we do that? We talked about Mike Rayburn with the what if there in the beginning. And I find that one of the best ways to set a higher standard is to ask that what if question, because what if kind of disarms us and lets us just dream. 1083 01:21:31,239 --> 01:21:48,840 Jeff Dunn: And man, there's so many entrepreneurs and dreamers out there that come up with these ideas and then speak it into existence. And then suddenly the universe conspires to give them exactly what they need. And it's such a cool thing, but getting clarity on what that higher standard is. 1084 01:21:49,140 --> 01:21:55,340 Jeff Dunn: requires work. And that margin that we have, whether in the morning, whether late at night, 1085 01:21:55,520 --> 01:22:01,560 Jeff Dunn: it might be in the afternoon, but when we can set aside and let that brain just go to work, 1086 01:22:02,100 --> 01:22:05,120 Jeff Dunn: the brain's got the answers to what it is that we need. 1087 01:22:05,100 --> 01:22:13,160 Jeff Dunn: And the brain is our guide, and we have to give our brain space to create clarity. And what I find is 1088 01:22:13,560 --> 01:22:18,800 Jeff Dunn: these phones keep us so preoccupied with stuff that doesn't matter, that we don't have time to 1089 01:22:18,820 --> 01:22:25,900 Jeff Dunn: or we don't make time to create the clarity that we need. So clarity is a nutrient that our brain 1090 01:22:26,240 --> 01:22:29,580 Jeff Dunn: needs and only we can set aside time to do that 1091 01:22:31,340 --> 01:22:36,720 Jeff Dunn: So after setting a higher standard, we talked about constantly managing attitude. 1092 01:22:37,740 --> 01:22:40,000 Jeff Dunn: And none of us are exempt from this. 1093 01:22:40,000 --> 01:22:42,880 Jeff Dunn: I mean, I know some really positive people, 1094 01:22:43,270 --> 01:22:47,000 Jeff Dunn: and I know that they have some really rigorous rituals 1095 01:22:47,290 --> 01:22:50,320 Jeff Dunn: to ensure that their attitude remains right. 1096 01:22:51,020 --> 01:22:55,660 Jeff Dunn: They know that what is said is oftentimes true. 1097 01:22:55,520 --> 01:23:00,820 Jeff Dunn: just the manifestation of their thoughts or their feelings. So they have to be very careful about 1098 01:23:01,020 --> 01:23:07,260 Jeff Dunn: that. And so constantly managing our attitude is our responsibility. And we talked about, if you 1099 01:23:07,360 --> 01:23:14,920 Jeff Dunn: remember, behaviors can drive attitudes. So even on those days where we may think, man, I don't feel 1100 01:23:15,060 --> 01:23:21,980 Jeff Dunn: like doing this, when we can commit to the action, commit to the behaviors, that improves our attitude. 1101 01:23:23,420 --> 01:23:30,880 Jeff Dunn: so the next one well and let me say this too about attitude we call it weather oftentimes and 1102 01:23:31,430 --> 01:23:37,300 Jeff Dunn: only where we can control our weather so some days we may feel like a category five hurricane 1103 01:23:37,820 --> 01:23:43,599 Jeff Dunn: But for our team, for our family, for our community, for our customers, we need to show 1104 01:23:43,719 --> 01:23:44,960 Jeff Dunn: up sunny and 75. 1105 01:23:45,650 --> 01:23:49,820 Jeff Dunn: And only we can be the thermostat that makes somebody else's day better. 1106 01:23:50,309 --> 01:23:55,699 Jeff Dunn: Because if we don't choose to do that, our thermostats may change others' weather. 1107 01:23:56,190 --> 01:24:02,400 Jeff Dunn: And that's just not a good feeling to know that, man, I let myself awareness creep to 1108 01:24:02,400 --> 01:24:07,199 Jeff Dunn: the point where I ruined somebody's day or I was the topic of... 1109 01:24:08,660 --> 01:24:12,980 Jeff Dunn: at dinner, you know, because of something that I didn't control. 1110 01:24:13,680 --> 01:24:17,200 Jeff Dunn: So keeping it above the line and not slipping below the line 1111 01:24:17,200 --> 01:24:19,280 Jeff Dunn: and becoming reactive is so important. 1112 01:24:21,480 --> 01:24:25,840 Jeff Dunn: We talked about goal setting, creating plans that are focused on results, 1113 01:24:26,600 --> 01:24:30,700 Jeff Dunn: and we used the RPM method there, the rapid planning method. 1114 01:24:31,040 --> 01:24:33,440 Jeff Dunn: That's one way to summarize the acronym. 1115 01:24:34,060 --> 01:24:35,700 Jeff Dunn: The other one is results. 1116 01:24:36,420 --> 01:24:42,560 Jeff Dunn: purpose and massive action plan. So the results, that's something that we want to achieve. The 1117 01:24:42,830 --> 01:24:50,160 Jeff Dunn: purpose is why do we want to achieve it? And then the MAP is the how, and that's how we will achieve 1118 01:24:50,400 --> 01:24:57,960 Jeff Dunn: the results that aligns with our purpose. It's so cool when you think about how easy that is with RPM. 1119 01:24:58,220 --> 01:24:58,440 Jeff Dunn: you know, 1120 01:25:00,660 --> 01:25:06,800 Jeff Dunn: And so after RPM, creating plans focused on results is build strengths and hone the craft. 1121 01:25:07,680 --> 01:25:10,140 Jeff Dunn: And if you think about this one, this one's a relief. 1122 01:25:10,500 --> 01:25:12,280 Jeff Dunn: Like we are who we are. 1123 01:25:12,980 --> 01:25:17,760 Jeff Dunn: We know what our strengths are, or we're continuing to learn our strengths because this self-awareness 1124 01:25:18,000 --> 01:25:19,360 Jeff Dunn: journey, we're all on. 1125 01:25:19,360 --> 01:25:21,500 Jeff Dunn: We continue to learn new things about ourselves. 1126 01:25:22,020 --> 01:25:26,200 Jeff Dunn: But I think it's important for us to ask others what they believe our strengths are. 1127 01:25:26,800 --> 01:25:41,320 Jeff Dunn: Some of you may have engaged in a 360 review before where your teammates, your boss, the people that may work for you, the people you may work alongside do a 360-degree review. 1128 01:25:41,159 --> 01:25:46,239 Jeff Dunn: few on you. And they, they tell you the truth. They're radically candid with you about the way 1129 01:25:46,239 --> 01:25:52,159 Jeff Dunn: that you're showing up and it's helpful. And you don't necessarily have to do a formal report with 1130 01:25:52,280 --> 01:25:59,159 Jeff Dunn: that, but by building trust with others, they can tell you that your baby's ugly. Somebody else might 1131 01:25:59,260 --> 01:26:05,159 Jeff Dunn: not be able to, but you want that ability to speak freely with somebody that tells you when 1132 01:26:05,199 --> 01:26:07,760 Jeff Dunn: you're winning and tells you when you need to shore up your blind spots. 1133 01:26:08,860 --> 01:26:12,480 Jeff Dunn: And then the last piece here is leverage technology for efficiency. 1134 01:26:14,640 --> 01:26:20,800 Jeff Dunn: This is the same class that we, or the same topic, I should say. 1135 01:26:20,930 --> 01:26:27,020 Jeff Dunn: It has changed so much in 20 years in how we leverage technology for efficiency. 1136 01:26:27,750 --> 01:26:31,720 Jeff Dunn: I remember one of the first classes we did, we talked about using a Palm Pilot. 1137 01:26:31,960 --> 01:26:36,720 Jeff Dunn: Like that was even before Blackberries were taking off or right about the time Blackberries were taking off. 1138 01:26:36,600 --> 01:26:44,360 Jeff Dunn: taken off. And so, you know, a palm pilot, think about how dated that is, or think about the map 1139 01:26:44,540 --> 01:26:49,520 Jeff Dunn: books that we used to use, you know, like, and now we've got everything's on the phone with it. 1140 01:26:49,620 --> 01:26:55,840 Jeff Dunn: So this is something that's going to just continue to move at warp speed. And, you know, there's 1141 01:26:56,010 --> 01:27:01,600 Jeff Dunn: certain parts of it where we just have to, just have to do it, you know, because it's not, it's 1142 01:27:01,600 --> 01:27:06,640 Jeff Dunn: and you hear a lot about this tsunami 1143 01:27:07,320 --> 01:27:08,820 Jeff Dunn: that's coming because of AI. 1144 01:27:09,860 --> 01:27:11,160 Jeff Dunn: But what I hear is, 1145 01:27:11,360 --> 01:27:12,100 Jeff Dunn: is that it's going to be, 1146 01:27:12,340 --> 01:27:13,240 Jeff Dunn: like we talked about earlier, 1147 01:27:13,440 --> 01:27:15,360 Jeff Dunn: more on the back office side. 1148 01:27:16,000 --> 01:27:17,860 Jeff Dunn: And that's a relief for us going out 1149 01:27:17,890 --> 01:27:31,580 Jeff Dunn: and taking care of it. 1150 01:27:18,200 --> 01:27:23,800 Jeff Dunn: care of customers that uh remote monitoring that's certainly something that's taking root we talked 1151 01:27:23,980 --> 01:27:28,120 Jeff Dunn: about the centipede — it crawls through the crawl space and does the inspection with the camera 1152 01:27:28,660 --> 01:27:33,220 Jeff Dunn: there's just so many things that are coming and again we share so much in this industry 1153 01:27:33,840 --> 01:27:38,100 Jeff Dunn: I think that it's important to continue to connect with one another and share those best 1154 01:27:38,560 --> 01:27:40,800 Jeff Dunn: practices because we're in it together. 1155 01:27:41,280 --> 01:27:43,120 Jeff Dunn: The high tide lifts all boats. 1156 01:27:43,200 --> 01:27:45,760 Jeff Dunn: The better we are, the better we all are. 1157 01:27:46,200 --> 01:27:47,620 Jeff Dunn: And it's a blue ocean out there. 1158 01:27:47,680 --> 01:27:52,360 Jeff Dunn: We don't have to make it a red ocean and cut prices and cut one another. 1159 01:27:53,340 --> 01:27:54,100 Jeff Dunn: It's a blue ocean. 1160 01:27:54,660 --> 01:28:00,480 Jeff Dunn: We continue in this industry to get these gifts that we have solutions for. 1161 01:28:00,200 --> 01:28:04,900 Jeff Dunn: You know, the stink bug came out, the kudzu bug came out, the bed bug came back. 1162 01:28:05,720 --> 01:28:07,540 Jeff Dunn: And man, there's always going to be something. 1163 01:28:08,100 --> 01:28:14,560 Jeff Dunn: When COVID hit, we had so many of our companies out there doing sanitization services for customers. 1164 01:28:14,640 --> 01:28:19,660 Jeff Dunn: So there's always an opportunity, but we got to keep our eyes open and recognize that it's a blue ocean. 1165 01:28:20,340 --> 01:28:24,200 Jeff Dunn: And this blue ocean is one that will continue to provide new solutions. 1166 01:28:24,200 --> 01:28:31,560 Jeff Dunn: for new problems. So I'm gonna pause there, and my email is right here. Feel free to take a 1167 01:28:31,740 --> 01:28:36,460 Jeff Dunn: picture of that right there — jdunn@callnorthwest.com. If there's anything I said today 1168 01:28:36,540 --> 01:28:40,940 Jeff Dunn: that resonated with you, that you've got a question about, a comment about, if there's a resource you 1169 01:28:41,020 --> 01:28:47,500 Jeff Dunn: want me to share with you, I'll do it. I'm happy to do it. The honor's being with y'all. Richie, I'm — I'm 1170 01:28:47,520 --> 01:28:52,680 Jeff Dunn: go to you and just see — did you see any questions or comments come through that 1171 01:28:52,960 --> 01:28:54,580 Jeff Dunn: Would be worth addressing right now? 1172 01:28:57,340 --> 01:29:05,620 Rich Braman: Absolutely. Sorry, I just moved my laptop around and immediately messed up my flow of 1173 01:29:06,020 --> 01:29:08,740 Rich Braman: knowing where my mouse was in relation to everything else. 1174 01:29:10,180 --> 01:29:20,920 Rich Braman: So, yeah, absolutely. I see a couple here that reflect some of my own, Jeff, because you brought back some of my absolute favorites. 1175 01:29:21,890 --> 01:29:34,040 Rich Braman: And then you had some great new stuff this year, too, that I absolutely loved and have been just waiting to ask you about. 1176 01:29:34,520 --> 01:29:42,700 Rich Braman: So if you don't mind, I'm going to go ahead and get us started and make sure we take advantage of the time to ask you a few of these. 1177 01:29:43,500 --> 01:29:43,740 Rich Braman: Yeah. 1178 01:29:46,140 --> 01:29:49,440 Rich Braman: So you have brought up the Pygmalion effect. 1179 01:29:50,360 --> 01:29:50,560 Rich Braman: Yeah. 1180 01:29:51,000 --> 01:29:59,700 Rich Braman: And that idea that people, they kind of, I know I'm rephrasing this a little bit, but kind of become who you believe they are. 1181 01:30:00,240 --> 01:30:06,980 Rich Braman: in a way. And so for someone who's managing the salesperson who's struggling, that's 1182 01:30:08,380 --> 01:30:16,100 Rich Braman: powerful, but also, you know, it's kind of scary. How do you keep believing in someone's 1183 01:30:16,540 --> 01:30:20,600 Rich Braman: potential? You know, when their number's in the moment, it just might not be backing it up. 1184 01:30:21,120 --> 01:30:38,500 Jeff Dunn: Yeah. I love that question, Richie, because that's this slippery slope that we navigate so often of, you know, giving too much empathy and just making excuses for the person or continuing to believe in them and they just continue to let you down. 1185 01:30:39,179 --> 01:30:42,800 Jeff Dunn: I think it's favoring that radical candor over that ruinous empathy. 1186 01:30:42,940 --> 01:30:45,260 Jeff Dunn: And I think what we have to do is go into it, 1187 01:30:45,480 --> 01:30:48,260 Jeff Dunn: believing this person has the it factor 1188 01:30:48,960 --> 01:30:52,600 Jeff Dunn: and that this person can become what you need them to become 1189 01:30:52,880 --> 01:30:54,900 Jeff Dunn: and what they deserve to become. 1190 01:30:55,960 --> 01:30:57,860 Jeff Dunn: But there's got to be action on their part. 1191 01:30:58,280 --> 01:31:02,040 Jeff Dunn: There has to be commitment on their part to grow in and to be in that person. 1192 01:31:02,659 --> 01:31:06,640 Jeff Dunn: And then as their leader, we have to move into that accountability agent. 1193 01:31:06,920 --> 01:31:21,699 Jeff Dunn: And we have to be there to cheer them on. We also have to be there to coach them up and have consequences for them not meeting these. And, you know, Richie, it's like, and you said it, like, the results are one thing. 1194 01:31:23,380 --> 01:31:41,639 Jeff Dunn: But being able to manage the activities or the behaviors that proceed the result is where the magic is. And if they're doing, if their attitude's right, their effort's right, they're doing activities, they're doing the behaviors and not getting the results, they're probably misplaced, you know, and they're a great person, they better culture, we want them in the organization. 1195 01:31:42,739 --> 01:31:59,000 Jeff Dunn: But if they're not doing those activities and behaviors, then I think it's termination at that point, you know, that we just move on from them. But yeah, there is this line that we have to draw with the rainbows and unicorns, you know, like we authentically believe that this person is 1196 01:31:59,020 --> 01:32:03,180 Jeff Dunn: is it? And that places, you know, and if you're managing managers, 1197 01:32:03,840 --> 01:32:08,040 Jeff Dunn: that creates some responsibility when they hire them. Okay. 1198 01:32:08,500 --> 01:32:10,640 Jeff Dunn: They were good in the interview. They were good in training. 1199 01:32:10,920 --> 01:32:14,160 Jeff Dunn: You said they were good. What happened? Is that a leadership issue? 1200 01:32:14,280 --> 01:32:16,980 Jeff Dunn: Is that your leadership issue? Is that my leadership issue? 1201 01:32:17,540 --> 01:32:20,880 Jeff Dunn: What went wrong? Cause this person before was, was doing a good job, 1202 01:32:21,970 --> 01:32:26,460 Jeff Dunn: but yeah, the belief has to start positive, optimistic, 1203 01:32:28,179 --> 01:32:29,159 Jeff Dunn: the last fool, 1204 01:32:28,870 --> 01:32:28,980 Jeff Dunn: optimistic, 1205 01:32:29,429 --> 01:32:29,600 Jeff Dunn: you know, 1206 01:32:29,739 --> 01:32:30,440 Jeff Dunn: not just half fool, 1207 01:32:30,719 --> 01:32:31,000 Jeff Dunn: fool, 1208 01:32:31,420 --> 01:32:32,719 Jeff Dunn: and that this person can do it. 1209 01:32:34,260 --> 01:32:34,360 Rich Braman: Well, 1210 01:32:34,500 --> 01:32:35,520 Rich Braman: I appreciated that. 1211 01:32:35,520 --> 01:32:35,800 Rich Braman: And that, 1212 01:32:36,040 --> 01:32:37,699 Rich Braman: that struck my ears as something I, 1213 01:32:37,710 --> 01:32:38,159 Rich Braman: I don't, 1214 01:32:38,540 --> 01:32:41,480 Rich Braman: I didn't remember you mentioned it before. 1215 01:32:41,800 --> 01:32:43,320 Rich Braman: And that definitely hooked me. 1216 01:32:43,500 --> 01:32:44,239 Rich Braman: So I wanted to, 1217 01:32:45,480 --> 01:32:51,460 Rich Braman: pick your brain on that too. Another thing that I know you talked about today that really stood out 1218 01:32:51,600 --> 01:33:00,739 Rich Braman: was sales being so much of a team sport and not just the individual salesperson's job, but our 1219 01:33:01,140 --> 01:33:06,199 Rich Braman: whole crew, you know, service techs, office staff, everybody basically, what was it you said, 1220 01:33:06,340 --> 01:33:11,400 Rich Braman: keeping their antenna up? But I know everyone comes from different backgrounds and 1221 01:33:11,420 --> 01:33:18,040 Rich Braman: Even from company to company, I know there's plenty of us who may never have operated that way. 1222 01:33:18,570 --> 01:33:27,020 Rich Braman: What would you say would be a good first step towards kind of getting the whole team thinking about leads and unprotected needs that you mentioned? 1223 01:33:27,540 --> 01:33:29,800 Jeff Dunn: Yeah, that was a good question. 1224 01:33:31,380 --> 01:33:40,360 Jeff Dunn: awareness is the biggest thing, you know, getting everyone aware that growth is good and growth is 1225 01:33:40,400 --> 01:33:46,960 Jeff Dunn: a reflection of a healthy culture. Uh, you know, it's, if we're not growing, if we're not green and 1226 01:33:47,140 --> 01:33:53,220 Jeff Dunn: growing, we're ripe and rotting. And I just heard that one recently and it resonates so well and 1227 01:33:53,600 --> 01:33:56,200 Jeff Dunn: letting the team know that, um, 1228 01:33:56,139 --> 01:33:59,880 Jeff Dunn: whether it's the office when they're talking to a single service customer, 1229 01:34:00,599 --> 01:34:05,159 Jeff Dunn: asking them who does their pest control, who does their mosquito reduction program. 1230 01:34:07,420 --> 01:34:14,079 Jeff Dunn: One thing that we found is effective, Richie, is we've got these ginormous sales boards in 1231 01:34:14,400 --> 01:34:20,260 Jeff Dunn: every office right now. And we track number of appointments by salespeople. And we also track 1232 01:34:21,119 --> 01:34:22,920 Jeff Dunn: dollars proposed each day. 1233 01:34:23,559 --> 01:34:29,840 Jeff Dunn: And so it's not up there to shame the sales guy for not having enough appointments or proposing enough. 1234 01:34:30,440 --> 01:34:31,579 Jeff Dunn: It's awareness for everybody. 1235 01:34:31,820 --> 01:34:33,559 Jeff Dunn: Like, what are you doing to help him? 1236 01:34:34,059 --> 01:34:35,940 Jeff Dunn: Are you passing leads to him? 1237 01:34:36,380 --> 01:34:39,260 Jeff Dunn: This salesperson is helping you grow your route. 1238 01:34:39,860 --> 01:34:41,980 Jeff Dunn: It can't just be that. 1239 01:34:43,460 --> 01:34:48,940 Jeff Dunn: you run this route and you don't have some ownership in helping us grow this service center 1240 01:34:49,720 --> 01:34:54,200 Jeff Dunn: and helping really what it comes down to, Richie, and it sounds so simple, 1241 01:34:54,900 --> 01:35:01,760 Jeff Dunn: but our service professionals and office professionals, we give them so much data 1242 01:35:02,280 --> 01:35:07,180 Jeff Dunn: every day on what they need to do and so many tasks that we could probably take away at times. 1243 01:35:07,820 --> 01:35:11,040 Jeff Dunn: that they lose sight of what they're there to do. 1244 01:35:11,140 --> 01:35:13,880 Jeff Dunn: And what they're there to do is to protect that customer's business, 1245 01:35:14,200 --> 01:35:18,440 Jeff Dunn: protect that customer's home by finding problems and offering solutions. 1246 01:35:18,620 --> 01:35:21,800 Jeff Dunn: So it's top of mind. And I learned this. 1247 01:35:22,560 --> 01:35:26,780 Jeff Dunn: There's a company named Saela Pest Control and the closest branches they have to the 1248 01:35:26,920 --> 01:35:31,000 Jeff Dunn: Southeast is in Nashville, but they joined Rollins a year ago. 1249 01:35:31,440 --> 01:35:48,000 Jeff Dunn: And they run these campaigns, Richie, where whatever they're talking about on their digital channels, their social channels, that's what the front line's talking about. And when you can have that kind of alignment throughout, some magic happens, but it's up to those frontline leaders. 1250 01:35:48,679 --> 01:35:52,760 Jeff Dunn: to ignite that energy daily and draw that attention towards, 1251 01:35:53,120 --> 01:35:57,020 Jeff Dunn: is it Ivy that they're looking for because they're trying to sell mosquito? 1252 01:35:57,540 --> 01:36:01,000 Jeff Dunn: Is it standing water? Is it firewood stacked against the house? 1253 01:36:01,150 --> 01:36:05,280 Jeff Dunn: But it's just those visual cues that we can pass along to those guys going out 1254 01:36:05,280 --> 01:36:06,020 Jeff Dunn: the door every day. 1255 01:36:07,219 --> 01:36:09,040 Rich Braman: I love that, Jeff. 1256 01:36:09,599 --> 01:36:14,420 Rich Braman: You just reminded me of something that you said earlier when you were saying that you 1257 01:36:14,540 --> 01:36:22,099 Rich Braman: need to get out of your own head and focus on what the team needs from me and how it kind 1258 01:36:22,099 --> 01:36:26,659 Rich Braman: of makes that sort of negative mental energy you talked about dissipate. 1259 01:36:27,340 --> 01:36:27,599 Rich Braman: Yeah. 1260 01:36:27,800 --> 01:36:30,699 Rich Braman: I was wondering, do you have... 1261 01:36:31,440 --> 01:36:36,540 Rich Braman: maybe like a version of that question for salespeople as something that they can ask themselves 1262 01:36:37,880 --> 01:36:45,960 Rich Braman: before the stop to sort of get out of their own way. Yeah. The best, the best one is 1263 01:36:46,320 --> 01:36:50,119 Jeff Dunn: what would an extraordinary inspector do right now? 1264 01:36:50,520 --> 01:36:53,679 Jeff Dunn: What would an extraordinary sales professional do right now? 1265 01:36:54,400 --> 01:36:58,040 Jeff Dunn: If this were my mom, what kind of inspection would she want? 1266 01:36:58,250 --> 01:37:00,079 Jeff Dunn: What kind of would she deserve? 1267 01:37:00,570 --> 01:37:03,579 Jeff Dunn: Because it takes it off of you at that point. 1268 01:37:03,820 --> 01:37:05,719 Jeff Dunn: You know, you're giving the customer what they deserve. 1269 01:37:05,849 --> 01:37:10,400 Jeff Dunn: And goodness, when you can anchor it to your mom or some other loved one of 1270 01:37:10,739 --> 01:37:16,640 Jeff Dunn: providing service for, then it becomes a lot bigger because it's easy to say, I've been in so 1271 01:37:16,739 --> 01:37:22,040 Jeff Dunn: many crawl spaces today. I've still got my crawl suit on and I smell like a 1920s crawl space in 1272 01:37:22,120 --> 01:37:26,699 Jeff Dunn: Atlanta. And it's woe is me at that point. And at that point, we're just going through the motion. 1273 01:37:26,830 --> 01:37:32,219 Jeff Dunn: We're not digging in and trying to find problems so that we can find solutions for the customers. 1274 01:37:32,520 --> 01:37:36,659 Jeff Dunn: It's dangerous when we allow ourselves to get like that. 1275 01:37:37,380 --> 01:37:57,160 Jeff Dunn: You know, it's dangerous to be busy, Richie, because we blow past stuff. I think it's even more dangerous to not be busy because we become really complacent when we're not busy. And it's during those times that would create some really crappy habits of just halfway going through the motions. So, yeah. 1276 01:37:57,620 --> 01:38:00,260 Jeff Dunn: we got to say, and it's, if you want something done, 1277 01:38:00,440 --> 01:38:01,580 Jeff Dunn: give it to a busy person. 1278 01:38:02,220 --> 01:38:06,820 Jeff Dunn: And so it's about staying busy with the right tasks, you know, 1279 01:38:06,900 --> 01:38:09,680 Jeff Dunn: for our frontline teammates that they're doing the right task. 1280 01:38:10,340 --> 01:38:14,860 Jeff Dunn: And we have to check in on them and make sure that those tasks are not busy 1281 01:38:15,120 --> 01:38:17,120 Jeff Dunn: tasks, but productive tasks. 1282 01:38:17,520 --> 01:38:20,460 Jeff Dunn: Cause we can load them up with some stuff that we think is going to get us 1283 01:38:20,660 --> 01:38:22,880 Jeff Dunn: great data. And then we don't even look at the data. 1284 01:38:23,320 --> 01:38:25,400 Jeff Dunn: It's gotta be, what are they doing to serve the customer? 1285 01:38:27,080 --> 01:38:33,460 Rich Braman: Yes, let me just pause here for just a second because I see we've just rounded to five o'clock. 1286 01:38:33,770 --> 01:38:41,360 Rich Braman: So I know for any of our folks who need to go ahead and close out at this time, we just 1287 01:38:41,469 --> 01:38:47,199 Rich Braman: ask that you go ahead and make sure you get us your sales sheets, your sign-in sheets. 1288 01:38:47,780 --> 01:38:51,440 Rich Braman: Get it to us at gtbop at uga.edu. 1289 01:38:52,320 --> 01:38:54,880 Rich Braman: Make sure we get a nice big printed copy of your name. 1290 01:38:55,260 --> 01:38:58,300 Rich Braman: And once again, if you need to physically mail it to us, 1291 01:38:58,460 --> 01:39:01,740 Rich Braman: make sure that you make a copy of it for your own records. 1292 01:39:02,560 --> 01:39:05,480 Rich Braman: And Jeff, I don't want to impose on your time here, 1293 01:39:05,720 --> 01:39:10,200 Rich Braman: but I know there's a couple more questions if you have time. 1294 01:39:11,360 --> 01:39:18,300 Rich Braman: and if not, I just want to take the opportunity to say how much I know Dan and our team appreciate 1295 01:39:18,520 --> 01:39:24,300 Rich Braman: you. I know you always get a strong reaction here every year, and we appreciate your time today. 1296 01:39:25,800 --> 01:39:31,400 Jeff Dunn: It's great being with y'all. I wish y'all all a great spring. It'll be here soon. 1297 01:39:32,820 --> 01:39:34,620 Rich Braman: Do you have just a minute or two? 1298 01:39:35,200 --> 01:39:35,580 Rich Braman: Yeah, man. 1299 01:39:36,100 --> 01:39:36,220 Rich Braman: Okay. 1300 01:39:36,870 --> 01:39:37,000 Rich Braman: Okay. 1301 01:39:37,800 --> 01:39:42,880 Rich Braman: I was going to say, I know you had mentioned you definitely have more going on this afternoon, 1302 01:39:44,460 --> 01:39:49,260 Rich Braman: but you put a great analogy out there today that I really enjoyed. 1303 01:39:49,620 --> 01:39:53,300 Rich Braman: I should say it sort of struck me immediately. 1304 01:39:54,360 --> 01:39:54,440 Rich Braman: Yeah. 1305 01:39:54,880 --> 01:39:58,480 Rich Braman: That analogy of the malpractice analogy that you use, 1306 01:39:58,600 --> 01:40:01,160 Rich Braman: if the doctor saw the problem and didn't tell the patient. 1307 01:40:01,800 --> 01:40:02,100 Rich Braman: Yeah. 1308 01:40:02,620 --> 01:40:04,300 Rich Braman: And you had mentioned that the same thing, 1309 01:40:04,310 --> 01:40:07,100 Rich Braman: it applies to us when we see those unprotected needs. 1310 01:40:07,840 --> 01:40:26,200 Rich Braman: Yeah. And specifically when we don't bring them up. And I know I can say from some personal experience as someone who felt at definitely at one point pushy doing that. How do you get folks to internalize that reframing? 1311 01:40:19,450 --> 01:40:19,580 Rich Braman: Yeah. 1312 01:40:28,800 --> 01:40:44,360 Jeff Dunn: You know, it's, gosh, that's a really good question. I think it can be done, Richie, in the moment, but we talk a lot about investing in margin and blocking that time so that we can think through it. 1313 01:40:44,140 --> 01:40:48,620 Jeff Dunn: I'm a journaler, so I'll get stuff like that out, 1314 01:40:48,900 --> 01:40:51,600 Jeff Dunn: and then I'll go back a year later and read. 1315 01:40:52,160 --> 01:40:53,780 Jeff Dunn: What emotion was I feeling? 1316 01:40:53,840 --> 01:40:56,240 Jeff Dunn: Was it mad, glad, sad, fear? 1317 01:40:56,840 --> 01:40:57,820 Jeff Dunn: Was it shame? 1318 01:40:58,520 --> 01:41:01,520 Jeff Dunn: Just these things where I can be real about it. 1319 01:41:02,120 --> 01:41:02,500 Jeff Dunn: Big time. 1320 01:41:03,100 --> 01:41:06,000 Jeff Dunn: But yeah, the reframing, 1321 01:41:06,200 --> 01:41:09,540 Jeff Dunn: a good example we'll use with reframing sometimes, Richie, 1322 01:41:10,000 --> 01:41:10,980 Jeff Dunn: is to say, 1323 01:41:12,980 --> 01:41:18,020 Jeff Dunn: you're going to have these feelings at times and all these feelings aren't bad. 1324 01:41:18,420 --> 01:41:22,960 Jeff Dunn: So a good example is if you're a sprinter and you get butterflies and you get in the 1325 01:41:23,080 --> 01:41:26,560 Jeff Dunn: box ready to race, that doesn't mean you're nervous. 1326 01:41:26,640 --> 01:41:27,960 Jeff Dunn: That means you're ready, you know, 1327 01:41:28,060 --> 01:41:31,120 Jeff Dunn: and starting to reframe the feelings that you get from that experience. 1328 01:41:31,079 --> 01:41:32,040 Jeff Dunn: I like this one. 1329 01:41:32,380 --> 01:41:34,559 Jeff Dunn: When we have a little bit of tension in a meeting, 1330 01:41:35,020 --> 01:41:36,679 Jeff Dunn: that just means that people are passionate, 1331 01:41:36,800 --> 01:41:37,780 Jeff Dunn: that people are here. 1332 01:41:37,880 --> 01:41:38,079 Jeff Dunn: Yeah. 1333 01:41:38,280 --> 01:41:38,500 Jeff Dunn: Yeah. 1334 01:41:38,900 --> 01:41:39,780 Jeff Dunn: That's great, Jeff. 1335 01:41:40,139 --> 01:41:40,400 Rich Braman: Yeah. 1336 01:41:40,880 --> 01:41:41,500 Rich Braman: I love that. 1337 01:41:42,460 --> 01:41:45,380 Rich Braman: I always appreciate the ability to reframe 1338 01:41:46,440 --> 01:41:53,300 Rich Braman: Such good concepts like that. Do you mind if we close with a couple of kind of career questions? 1339 01:41:53,920 --> 01:41:55,059 Rich Braman: Yeah. Yeah. 1340 01:41:55,550 --> 01:42:02,460 Rich Braman: Short ones. Something I appreciate a lot is your candidness about challenges. 1341 01:42:03,260 --> 01:42:06,600 Rich Braman: whether they're common ones or ones that you're facing. 1342 01:42:07,679 --> 01:42:11,500 Rich Braman: And you had mentioned kind of leaning into what you're great at. 1343 01:42:11,800 --> 01:42:13,060 Rich Braman: That struck me. 1344 01:42:14,600 --> 01:42:18,060 Rich Braman: I know you had mentioned kind of like culture, NPS, retention. 1345 01:42:20,500 --> 01:42:27,760 Rich Braman: For folks in the audience, you know, who may be or have been or will be at some point in that boat, 1346 01:42:28,850 --> 01:42:32,080 Rich Braman: what would be the first thing you tell them to focus on? 1347 01:42:31,880 --> 01:42:32,040 Rich Braman: Yeah. 1348 01:42:35,040 --> 01:42:50,520 Jeff Dunn: Man, it is. It's like a chicken or the egg question, because you got to have great service to get sales and you got to have sales to be able to do service. I know Steve Phillips that ran Northwest for a long time would always say this. 1349 01:42:51,620 --> 01:43:07,840 Jeff Dunn: And he'd say you can't grow with sorry people. And so you have to make sure that if you have teammates, if you have employees, they have to be good, you know, like they have to be good. And there's no sense in trying to hire somebody or keep somebody that's not good. 1350 01:43:08,260 --> 01:43:15,020 Jeff Dunn: at their core. But you know, if you're growing a business, gosh, there's some crazy entrepreneurs 1351 01:43:15,400 --> 01:43:19,900 Jeff Dunn: that we get to talk to that have grown these businesses so fast. And I just think, man, 1352 01:43:19,950 --> 01:43:24,780 Jeff Dunn: you see the world so differently, you know, like wish I could bottle up some of the they've got, 1353 01:43:25,460 --> 01:43:25,940 Jeff Dunn: but it's, 1354 01:43:26,920 --> 01:43:34,620 Jeff Dunn: probably the biggest thing, Richie, is don't overanalyze, don't overthink. Thoughtful action 1355 01:43:34,620 --> 01:43:40,540 Jeff Dunn: is probably the prescription of thinking it through and taking action. So often, you know, 1356 01:43:40,540 --> 01:43:47,960 Jeff Dunn: we might act without thought or we might think without action and one's a dream and one's chaos. 1357 01:43:48,520 --> 01:43:53,320 Jeff Dunn: I like leaning into that thoughtful action of coming up with a plan and 1358 01:43:53,580 --> 01:43:56,500 Rich Braman: commit to really following through on the plan. 1359 01:43:57,820 --> 01:44:00,740 Rich Braman: The follow through is everything. Well, last one, I promise. 1360 01:44:02,110 --> 01:44:02,300 Rich Braman: Yeah. 1361 01:44:03,440 --> 01:44:08,540 Rich Braman: And I almost hate a little myself a little bit here for leaning into it. 1362 01:44:08,660 --> 01:44:11,660 Rich Braman: Cause I know it's a little cliche. Yeah. If, 1363 01:44:13,140 --> 01:44:37,140 Rich Braman: If you, Jeff, could go back and give yourself that one piece of advice, that one chance we have to do a back to the future from your first year in the industry, knowing what you do now after 25 plus years, what would you pick out there as your one thing to tell a new Jeff to the industry? 1364 01:44:38,940 --> 01:44:41,480 Jeff Dunn: that it's all going to work out, you know, 1365 01:44:41,640 --> 01:44:48,060 Jeff Dunn: like the certainty of the way things have worked out for our company 1366 01:44:48,280 --> 01:44:53,900 Jeff Dunn: Northwest, for our journey into Rollins, that it was going to work out. 1367 01:44:53,950 --> 01:44:59,060 Jeff Dunn: I think the young me was so caught up in what's next, what's next, 1368 01:44:59,220 --> 01:45:02,200 Jeff Dunn: what's next when there was a plan all along, you know, 1369 01:45:02,210 --> 01:45:05,340 Jeff Dunn: that I just, I didn't know about it. 1370 01:45:06,000 --> 01:45:16,480 Jeff Dunn: And so I think the lesson there would be content, be content and just be in the moment. 1371 01:45:16,590 --> 01:45:20,780 Jeff Dunn: You know, I get that now being in the moment and what that means. 1372 01:45:22,420 --> 01:45:36,600 Jeff Dunn: But sometimes it's still easy to go into the future and worry about things that can't be controlled right now, you know, or go back to the past with the regret and be upset about it. 1373 01:45:36,780 --> 01:45:43,340 Jeff Dunn: So, yeah, just present tense, content, grateful, and express it, share it. 1374 01:45:44,320 --> 01:45:49,679 Jeff Dunn: I think I would have gotten out of my way a lot faster and shifted it from a 1375 01:45:50,500 --> 01:45:56,000 Jeff Dunn: me focus. Cause I see it now we have teenagers and there's nobody more 1376 01:45:51,320 --> 01:45:51,480 Jeff Dunn: Yes. 1377 01:45:56,280 --> 01:46:00,420 Jeff Dunn: selfish than a teenager because that brain's still developing, you know, 1378 01:46:00,520 --> 01:46:04,040 Jeff Dunn: and they've got needs and they've got wants. And this just, 1379 01:46:04,619 --> 01:46:06,320 Jeff Dunn: what do they say? Youth must be served. 1380 01:46:06,500 --> 01:46:10,760 Jeff Dunn: Like we just kind of have to grow through it at times. So yeah, 1381 01:46:10,360 --> 01:46:13,340 Rich Braman: true of us. It's true of them. It'll be true of their kids. 1382 01:46:13,760 --> 01:46:15,440 Rich Braman: That's right. That's right. Yeah. 1383 01:46:17,520 --> 01:46:19,520 Rich Braman: Well, Jeff, thank you so much. 1384 01:46:19,909 --> 01:46:25,599 Rich Braman: I've got to say I'm tickled by just how much of our crowd from today is still here with us. 1385 01:46:25,760 --> 01:46:27,599 Rich Braman: so I 1386 01:46:28,340 --> 01:46:34,100 Rich Braman: Let me be the one who has the mic, so I get to say thank you. 1387 01:46:34,480 --> 01:46:38,460 Rich Braman: And I'm already looking forward to doing this again next year. 1388 01:46:39,380 --> 01:46:40,200 Rich Braman: Me too, Richie. 1389 01:46:40,270 --> 01:46:41,500 Jeff Dunn: Always good to be with you. 1390 01:46:42,960 --> 01:46:46,300 Jeff Dunn: And hopefully I'll see you sooner, but if not, I'll see you next February. 1391 01:46:46,980 --> 01:46:47,480 Rich Braman: All right. 1392 01:46:48,420 --> 01:46:49,240 Jeff Dunn: All right, Jeff. 1393 01:46:49,660 --> 01:46:50,280 Jeff Dunn: Have a great one. 1394 01:46:50,800 --> 01:46:51,220 Jeff Dunn: You too. 1395 01:46:51,840 --> 01:46:52,060 Jeff Dunn: Bye. 1396 01:46:52,280 --> 01:46:52,660 Rich Braman: All right.