Episode 9 - True Grit - An Interview With Joe Crisara By Jim Klauck

Service MVP Sales Training Podcast with Joe Crisara

"The client should be saying man this guy knows exactly what I'm thinking he knows exactly what I need he's not just guessing at it he's got it down".

- Joe Crisara

Uncle Joe Crisara is America’s Service Sales coach! Joe joins Jim Klauck on The Service MVP Podcast to discuss the upcoming True Grit 2023 event being held at the Cosmopolitan in Las Vegas, Nevada, March 2nd-4th 2023.

Check out this episode to learn why you and your home service team should attend.

Tommy Mello from A1 Garage Door Service will be Kick Off Key Note Speaker on the Day! Ken Goodrich from Goettle Air Conditioning and Plumbing will be speaking as well.

Joe has been helping service companies for nearly 45 years and has performed services for companies just like yours. Like you, Joe suffered frustration & heartbreak, and poured out the blood, sweat & tears it takes to survive. Over time, Joe has learned to change how he did things and was able to get more traction and better results.

Joe is here today to help all of us in service businesses thrive! Not just survive!

Space is limited to only 200 attendees!

Click Here To Reserve Your Seat - Service MVP True Grit.

Imagine your business one year from now…

• Your office, service, sales, and installation teams delivering that “WOW” experience to every client.

• Your team creating customized premium, mid-range, and economy solutions for every customer.

• Your team assisting clients to bring every opportunity to the most profitable conclusion

• Motivated team members trained to provide the best service possible in every situation.

• See high revenue and profit Online reviews filled with 5-star ratings and glowing praise

Check out this episode of The Service MVP Podcast! Learn how training your team reaps huge benefits.

Contact Joe Crisara Service MVP.

Podcast Episode Transcription:

“The client should be saying man this guy knows exactly what I'm thinking he knows exactly what I need he's not just guessing at it he's got it down”

I've got uncle Joe Crisara here from service MVP on the bring on success program hey Joe how are you I'm doing great today Jim how you doing thanks for inviting me I really appreciate that doing great thank you so much hey I am excited coming up March 2nd through 4th True Grit in Vegas at the cosmopolitan tell us about it well True Grit is a place where all the pure motive service professionals come to be able to get together and network as well as learn some powerful new lessons new way of training people Jim and some really powerful speakers too that we're really excited about introducing to our team you know I see my friend Tommy Mello or I should say our friend Tommy Mello is going to be there what's Tommy going to be talking about first of all I'm you know time is going to be there he's going to be there tonight before too so we have to contractor cocktail mixer if you want to see Tommy with a few adult beverages with them you might be you might be able to see them there and you might be able to get a few words in with them that are more personal and off the record you know the kind of time you mellow experience that we'd all like to get on the Wednesday night at 6:00 o'clock till nine and who knows how late it will go hoping it won't go too late so they have to start off the next day but you know the next day on day one which was Thursday then Tommy's going to be opening up with our keynote speaker 8:00 o'clock in the morning he's a great friend of mine and yours right Jim I mean I love how much impact this time how much time how much impact does Tommy Mello had on your life you know Tommy is a significant player in nothing service and I'll tell you he's one of the nicest guys one of the most knowledgeable people and he's opened himself up to help anybody and he's not one of these guys who knows it all he'll tell you he seeks other greats to make him great and then he teaches all of us he's fantastic yeah and so he will be our keynote speaker opening up at 8:00 o'clock in the morning at 8:00 o'clock on Thursday 8 to 9 he will tell you how to develop and train your team so that you can home grow your team of professionals and I can't wait for that it's exciting meeting on that I can't hardly wait for everybody to hear that but then we start after that with the escape room experiences after Tommy and this is where the fun really begins Jim really well let's hear about it well what happens here is we have a speaker that goes up first thing about 45 minutes we have a leasha avani and we also have Sabrina Scott who will be doing our wow customer service experience training there are the customer service reps from service MVP will be teaching you and your employees about how to create that wow customer experience the wild experience which is when you first say hello to the time where you learn about the people how to connect with people what we called magic moments and then we break out into an escape room Jim with four different quadrants the first quadrant is the introduction the next quadrant is the be able to learn about the family the next quadrant is the magic moment and the final quadrant is to make sure that everybody uh anticipates the needs how can we anticipate the needs of our clients so we get we get to do things before they ask us right that's the wild experience and I'm really proud to hear about that one the magic moment sounds kind of romantic the magic moment well it's sort of is it's you that's your customer it's your customer falling in love with you Jamie I figured it was that it's the customer falling in love with you the service provider and not sure if it's romantic but I would definitely say it's an experience that people get and definitely I would I would definitely like to see everybody learn how to do magic moments everybody could be a magic moment service provider I think we'd all be in great shape in this country I know the escape room is something that you do on a regular basis in your trainings

Do on a regular basis in your trainings yeah it is something that turns it from a normal training where people sit at a horizontal table and sit in the chair and try and hide behind their book to what where were you can't hide you're part of the action really you are you're part of the experience you learn it and then you help teach it to other students I mean how many times have you said it at seven our gym where you wish like I was you know I could teach this seminar I could I they should ask me to go up there I know I know as much as this guy does and that's probably true some of it because you know the boys themselves do it right but once you learn something I think we're all excited to help teach it and that's what everybody has an opportunity so you know the first experience again is that wow introduction escape room experience then we go into oh we going through the what I can do for you escape room so instead of saying the word can't or don't remove the negatives we only talk about what we can do and then we go into the code word to learn about the diagnose your client find their code words that they use and then we're going to do the magic moment escape room where we create that experience where people realize how much you do care about them and how much you are going to praise the effort of that client to share with them what impact the client is having on you the service providers that's the wild customer experience Joe you piqued my interest did you say code word yeah the code words clients use words all the time Jim to describe the problem or what they're looking for it's our up to us to learn those words and use them when we present the problems and solutions to our clients isn't it crazy yeah these are buying cues aren't they well it is something where the client is giving us the words to use that will help them sell themselves on the service in a way the client should be saying man this guy knows exactly what I'm thinking he knows exactly what I need he's not just guessing at it he's got it down where do we get that information we got it right from right from where it should come from right from our client that's where we get that from so what's next after that well then we move on to the next experience which is really dynamic which goes into the in home client experience what do we do when we're actually in the home well that is given by some really great people on that one so we have with us on that escape room we have my buddy Rick Picard who is a $12 million salesperson he will be doing that set you'll be leaving that second escape room him and shreya magani who is our another person who sells for us she sold in the first three months she sold over $3 million and $1,000,000 in the first three months and another $1,000,000 in the month after that so basically two high performing salespeople and service people will show you what the in home experience should look like and that'll be 45 minutes with them giving a lesson that we break into that escape room where we go into four quadrants there the first quadrant is the pure motor this game room we go in the pure mode of service defining what the pure motors are the pure motors and other phrases are put on the floor and you have to put those in a puzzle so you could put the parameters in the right order then we have the science of pricing escape room goes over to the science of pricing and for that Rick atreya will help guide you through that thing and the second quadrant will be on that science of pricing there'll be a kind of a game show on that one where you have a buzzer where we show you certain science of pricing formulas you buzz it to see if it's accurate or not you buzz if it's inaccurate and then you answer the question if it's accurate our room number 3 in that one that's quadrant #3 is creating a personal option how we make personal customized options how do we put that in place right #3 and #4 is using the word because to provide a reason why people should go far with your options giving people a reason that is on code like we had before but now you're not only providing the code but you're providing the reason for the code and that is that one that's really it's going to be exciting Jim that's extremely exciting I'm looking forward to the escape room experience and the way people are able to experience the training as if you're in somebody's home but not you're in a safe training environment so exactly objection land training sounds like a word you may have made-up objection land training what is that that is where we are going to be able to handle objections and this one we have again Mike buscher who was a $3.8 million salesperson he worked with sky services and Travis Smith the sky services and other people in Minnesota as well and then we also have my buddy Danny zatarain will be hit with him on that one he teaches total immersion so Mike and Danny will give that lesson and then they will break it to the objection land experienced escape room so first we have the what should we do escape room where Danny will go through that with Mike and they will give you objections like I need more time to think about it these prices are ridiculous my last plumber air conditioning guy never charged this much you expect me to buy this today these little things are all going to be answered the magic phrase what should we do right then we go into escape room number 2 and that is going to be the six pack of objections we have different six different ways of handling objections universally and we will go over those six different methods and Danny and Mike buscher will go through those and help you with that and then we're #3 is really an exciting experience it's the price objection we get price objections we are going to show you how what do you do when your prices are way higher than competitor only you would know since you know the service why do you think our prices are worth more why do you think our service is worth more they'll handle that objection get through it we have at least five or six different ways of handling price objections which everybody role plays on that one and then #4 is called get the clear future escape room that means at the end of every call you get a yes or no or another appointment and that's how we teach people how to do things make sure that at the end of every call the client gets this the service and the tangible service at the end of every single call you know I'm going to help my listeners out with something this is kind of a prequel to the event and I'm going to promote uncle Joe's service MVP podcast both Mike and Danny who he was discussing who he mentioned here on the bring on success program today have been recent guests of Joe's on the service MVP podcast go to Google and type in joker Sarah service MVP podcast and you can hear them talk it'll give you an idea of what you're going to hear and see at True Grit March 2nd through 4th thank you got it probably there closing that meeting on that day and then we're going to go into our dinner and we have an auction speaker auction where you can bid on any of the speakers and spend time and have a dinner or a private gathering with your favorite speaker we do that and closing I just kind of go over to lessons for the day in summary which you know in the day two really which is Friday which we open up with the winners and the announcements from the day got opening comments from yesterday we may have a few surprise speakers come on stage from that experience do we have some people who will be in that one as well and then we go into what's called the office staff training experience which we've launched right that where Julie Crisara herself will go on stage and she will give you her best 45 minutes on the office staff systems that are needed to grow a business like this right first she goes into the call priority scorer escape room where she shows everybody how we make priority scores for your clients so that every client gets prioritized then we go into the call by call dispatch accountability room which is number 2 that is a room where we teach you how to hold the people in the field and each other accountable room number at the number 3 quadrant in that escape room experience the office staff is zero tolerance for turn down how the office staff can be an engine to save lost opportunities and get on the phone and capture those lost customers before they become permanently lost quadrant #4 in that one is the client concerns good declining concern how do you take a unhappy client and turn them into a five star review that is what we're covering in that form isn't it great that's fantastic this is so amazing and we're maybe just about halfway through the event here yeah right about there right and then if that's all we did that would be great but it's not no more as we say on radio but wait there's more what have we got next go well then we're going to go into the really exciting the cop I call prophet X training where we show you how service managers finally get the job they've always dreamed of which is to make a difference in real time Jim imagine a football coach watching a football game are coaching a football game without having to watch that's what happens in most contracting businesses today but in this case we're going to show you how you can watch the field to play by going onto your software watching on zoom and making sure that the client diagnosed the system the client diagnosed the family the client you're your client your technician so as a service manager or sales manager did your person diagnosed the entire system did they diagnose the family and find the code did they make the premium mid-range economy choices and then they bring the job to a conclusion those things are going to happen in real time we'll show you while we're at the meeting how you can actually do this in real time and there's four quadrants to that room number one quadrant is the pre call so the coach has a pre call method of doing things the research the customer both in our company to research them on Zillow to find different facts and figures they'll be instrumental to converting that presentation then we have the pre call technician experience the call by call technician and coach experience then we have the installation experience how do you manage the jobs once you sell the job and then the callback call for the office staff too so everybody is accountable in real time it could be guided on track as problems are occurring not waiting till the day after the problem occurs that's called by call and really it should be play by play or something like that that you get something where it's definitely going to be better than just call by call because it's going to happen minute by minute and you're contracting business the pony probably put the leadership or management to a accountability standard that's much higher than what until the next day you know one thing I often hear is when people go to your training whether it's at your place out in California or if they go to True Grit from March 2nd through the 4th in Vegas they walk away with not just having a good experience but actually increasing their top line and bottom line numbers by multiples and so I encourage everybody you've got to get out to Vegas for this event what's the best way for people to sign up for this well the best way is to go to True Grit 2023 TrueGrit2023.com go there & up now here's the special deal Jim because I know you so well we have a special Angel we call Angel investor the Angel investor is really us we have actually noticed that we want as many people at this event as possible So what we did is we gave we invested some of the money in the contractors ourself and so the Angel investor us has allowed you to attend this event at 50% all you need to do is type in the word Angel when you check out and you will receive 50% off all your VIP and standard tickets Jim that's fantastic so there are different levels if you want to go VIP which I'd recommend you have access to just about everything and then there are other levels correct Yep the VIP has a special VIP dinner on Friday night where you get to meet with guys like Ken Goodrich and other people who are going to be Ricard and myself and the whole host of other speakers will be at that VIP dinner you'll be asked to be a part of that if you want to join the VIP if you want to be the standard attendee that's always welcome to you can go out on your own and the nights things like that so that is what we're doing there and definitely we are looking forward to experience I mean don't forget day three with Ken Goodrich just a bunch of people going to be there powerful people men deep Bala and all kinds of people Mike Robinson all kinds of people will be speaking at that day three too so many so much stuff that you're going to leave with a treasure trove of information to grow your business yeah and hey everybody listen up this is not just for the owner of the company or a tech or a salesperson or sales manager or project manager it's for everybody isn't that true Joe it is the first two days are specifically more for the team and then day three we have other activities for your team we also break out for the team we have break out for the leader so the leaders are going to join more of the Ken Goodrich stuff ken's going to give a thing that appeals to everybody's speech that appeals to everybody but then there'll be other stuff that we do just with the owners and then just with the teams and other training with the team only so that's day three where there's separate tracks on that so the owner can owners can meet together and the rest of the team can meet together with their own trainers absolutely true grit2023.com right truegrit2023.com truegrit2023.com be there and you get to meet me personally and definitely I've been by your first drink Jim you come meet me there well I am going to be there I'm looking forward to getting my first drink I'm looking I'm looking forward to seeing Joe and his entire team I'm looking forward to seeing all the attendees and of course the special guest like Ken Goodrich and Tommy Mello who will be speaking amongst others yeah star-studded event not the biggest event cause we're not probably going to we're probably going to stop selling tickets at 200 so it'll be 200 people so we'll be more of an intimate gathering at the cosmopolitan it won't be a mega event you know where there's tons of tons of 1000 people but it'll be something where you get I think you have more chance of seeing the people you really want to see not just everybody mark seclusive let's put it that way more exclusive the cosmopolitans a perfect size venue for it as well it's not one of the largest casino hotels on the strip it's A and it's located in a terrific place and it's very upscale and beautiful the chandelier bar that is beautiful you want to check that out once again go to your computer now go to your phone now True Grit 2023.com and don't forget to type in Angel when you check out you get 50% off that's it thank you Jim for this thanks for thanks for interviewing me and I definitely hope that we see everybody there at True Grit 2023 thanks Joe I'm looking forward to seeing you there my friend.