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How to Manage Your Solar Accounts Like a PRO - Lyndsay Erickson
73 Plays3 years ago
Schedule an appointment with Lyndsay here: https://calendly.com/lyndsay-thetank/consulting
Thanks to our sponsor Pi Syndicate for this episode!
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Transcript
Introduction and Listener Account Audit
00:00:01
Speaker
Hey guys, quick reminder before we jump into this episode, our guest today, Lindsay Erickson, has graciously agreed to do a account audit for all of our listeners.
00:00:13
Speaker
That means she will go over your accounts, she will go over your processes, she will tell you what you're missing and how you can improve your processes from start to finish in your accounts.
00:00:24
Speaker
So go book a call.
00:00:24
Speaker
We're going to put in the show notes a link where you can schedule a call with her.
00:00:29
Speaker
Go book it.
00:00:30
Speaker
You're going to learn so much in this call.
00:00:32
Speaker
And if you want to continue working with her, she will give you the opportunity to do that as well.
00:00:37
Speaker
So go down to the show notes, schedule a call, and hope you enjoy the episode.
Taylor Armstrong's Success Story
00:00:43
Speaker
Welcome to the Solarpreneur Podcast where we teach you to take your solar business to the next level.
00:00:49
Speaker
My name is Taylor Armstrong.
00:00:50
Speaker
I went from $50 in my bank account and struggling for groceries to closing 150 deals in the year and cracking the code on why sales reps fell.
00:00:59
Speaker
I teach you to avoid the mistakes I made and bring in the top solar dogs of the industry to let you in on the secrets of generating more leads, falling up like a pro and closing more deals.
00:01:11
Speaker
What is a Solarpreneur you might ask?
00:01:13
Speaker
A Solarpreneur is a new breed of Solar Pro that is willing to do whatever it takes to achieve mastery and you are about to become one.
Post-SolarCon Insights and Adrenaline
00:01:22
Speaker
Okay, what's going on, solopreneurs?
00:01:23
Speaker
We are back with another episode, and we actually just finished up SolarCon.
00:01:28
Speaker
It was a great event, and I'm here with Lindsay.
00:01:32
Speaker
She is CEO and founder of Radiant Resources, so thanks for coming on the podcast with us today.
00:01:37
Speaker
Thank you for having me.
00:01:39
Speaker
It's exciting.
00:01:40
Speaker
Looks like it's been a little bit coming, so I know we talked about it, but...
00:01:44
Speaker
We just haven't been able to connect.
00:01:46
Speaker
I know.
00:01:48
Speaker
I know.
00:01:49
Speaker
Even today we didn't know if we were going to be able to connect, but finished up there.
00:01:53
Speaker
It's been a little mess.
00:01:55
Speaker
It really has.
00:01:57
Speaker
We both just got done speaking on stage, so we're hoping we have some brain cells left.
00:02:02
Speaker
The adrenaline's wearing off, but I'm pretty excited about the messages that were delivered.
00:02:08
Speaker
Yeah, that was good.
00:02:09
Speaker
It's been a good event.
00:02:10
Speaker
Yeah, and yeah, I was actually doing, I was in on another, you know, stage while you were speaking, so I felt bad I couldn't see your, you know, presentation, but the good news is we're going to hear even higher level stuff right now, right?
00:02:27
Speaker
Yeah, actually, there's a couple things I did, and I get a little squished for time.
00:02:29
Speaker
There's a couple things I didn't get to announce that are, I'll drop them here.
00:02:33
Speaker
Okay.
00:02:33
Speaker
All right.
00:02:34
Speaker
Going to hear it here first.
00:02:35
Speaker
Of course.
Managing Solar Pipeline and Customer Experience
00:02:36
Speaker
So, Lindsay, she's been in the industry for a long time, but what's really cool, if you haven't heard of what she's doing, she is basically doing all the dirty work that the reps, the companies don't want to do.
00:02:45
Speaker
Is that fair to say?
00:02:47
Speaker
I do.
00:02:48
Speaker
So I do the job that nobody wants to do.
00:02:50
Speaker
Mm-hmm.
00:02:51
Speaker
Basically, we can manage all of the pipeline issues, project management, homeowner communications, HOA's like, we're the crop pot of solar.
00:03:00
Speaker
So your reps can set it and forget it and we get the glass on the roof and we keep everybody happy in the process.
00:03:06
Speaker
Yeah, it's an important job and needs to be done.
00:03:10
Speaker
Yeah, it needs to.
00:03:12
Speaker
I mean, I spanked a couple people on stage today because there's some things going on in the industry that just are not going to set up for long-term customer success.
00:03:23
Speaker
Yeah.
00:03:23
Speaker
There's not.
00:03:24
Speaker
I mean, I know personally I've knocked on a door and had homeowners figure me for being with solar.
00:03:29
Speaker
Yeah.
00:03:30
Speaker
no other industry are they mad the way that they are about selling is a reason for it.
00:03:36
Speaker
And being one of the first to come into the market to offer that back-end support, we're also hoping that we can help kind of mold the customer experience for the industry moving forward by setting standards and then
00:03:47
Speaker
you know exceeding them.
00:03:49
Speaker
Yeah well no it's so important just because like you said there's a lot of negative stigmas in the solar industry a lot of people screwing homeowners over unfortunately a lot of stuff that's going on that's not so great so I like that you're kind of changing that and I mean you just told me that you homeowners can literally call you and you'll advocate for them right?
Advocating for Homeowners in Solar
00:04:11
Speaker
Yes.
00:04:11
Speaker
Yes, so we, and I've done this long before we launched Radiate Resources.
00:04:14
Speaker
I've been doing this since I was a rep knocking doors.
00:04:16
Speaker
So I'm the rep that has never been scared to knock a door that already has solar because I want to know what the experience has been like in that community with solar representatives, right?
00:04:26
Speaker
Because it helps me not only kind of redirect the way that I'm pitching, it helps me be more successful with my closing, but
00:04:34
Speaker
It also gives me, you know, it's given me a lot of great opportunities to actually step in and be of service.
00:04:40
Speaker
I know a lot of us claim that we like to be service type leaders, but when I'll pull a crowd of us that have knocked doors and ask them how many people have actually
00:04:50
Speaker
talked to an angry homeowner that's already had solar and actually attempted to assist them.
00:04:55
Speaker
I mean, it's disgusting how little of that there actually is.
00:04:59
Speaker
So two years ago, two and a half, almost three years ago now, the first website for the solar company, we actually launched SOS calls.
00:05:07
Speaker
So homeowners could get on our website and request a 15-minute call with any of our professionals.
00:05:13
Speaker
And we would first approach it from a forensic point of view, like, let's figure out the issue first.
00:05:18
Speaker
because maybe the homeowner just needs to be reeducated.
00:05:20
Speaker
That's often the case.
00:05:22
Speaker
But if there is an issue, we will advocate for them with their solar company.
00:05:26
Speaker
I will get on the phone and I will bulldog for a homeowner.
00:05:29
Speaker
That's awesome.
00:05:30
Speaker
It's got to be done at some point.
00:05:31
Speaker
Yeah.
00:05:32
Speaker
You know?
00:05:33
Speaker
No one's doing it.
00:05:34
Speaker
And you might be the one that saves the industry from getting regulated and all this stuff.
00:05:39
Speaker
I'm the customer service crusader.
Journey into Solar Industry
00:05:44
Speaker
push for us to actually start getting regulated it's gonna be the consumers it's gonna be the homeowners and you know issues with them long before it's gonna be anything else yeah I agree and so yeah I want to hear kind of your background Lindsay how did you what do you want to tell maybe how you got into solar and then I guess what led you to start reading resources and you kind of see this problem that's been going on absolutely I have a so I started knocking doors in August of 2018 mm-hmm
00:06:11
Speaker
In the Vegas market and I was one of those from the get-go I was 100 doors a day was what I Minimally like that was my minimal.
00:06:18
Speaker
I had to knock 100 doors a day and have a system I'm also the type that will start knocking at 9 a.m.
00:06:25
Speaker
in retired communities and 9 p.m.
00:06:28
Speaker
in younger communities, so like this, you know, I Spent my time on the doors.
00:06:33
Speaker
Yeah, I earned my stripes in a sense, but I
00:06:37
Speaker
About my first door, I will tell you that story first because it's part of the reason that I do what I do.
00:06:43
Speaker
Okay.
00:06:44
Speaker
Because regulation and advocacy, it goes farther than just the homeowners.
00:06:48
Speaker
It starts really in teams as well, as we know.
00:06:52
Speaker
I knocked my first door with somebody who's fairly well-known in the industry, and I'm not going to put the name out there.
00:06:57
Speaker
Yeah.
00:06:58
Speaker
This person sent me to a door where he knew the homeowner was crazy and angry and was going to scream at me.
00:07:04
Speaker
And he smacked me on my ass and he said, okay, pretty girl, let's see what you got.
00:07:10
Speaker
I didn't have a pitch yet.
00:07:11
Speaker
I didn't have, I literally, my response was, what do I say?
00:07:14
Speaker
And I was told, well, you're here to sell solar.
00:07:19
Speaker
So I'd probably say that.
00:07:22
Speaker
I got torn apart, torn apart on my first start, but something about, and maybe this person is a genius for the way that he did it, but something about it lit that fire in me.
00:07:32
Speaker
And I may have cried every day my first three months, but by my fourth month, I was leading the leaderboards.
00:07:38
Speaker
Wow.
00:07:38
Speaker
So...
Revolutionizing Solar Sales Approach
00:07:40
Speaker
Yeah, it's interesting.
00:07:43
Speaker
I didn't have a soft start in it and I didn't also have a lot of training where I was at at the time.
00:07:50
Speaker
I didn't have a lot of tools like we're so many online academies right now, like Solar Academy hosting, you know, and then hosting this like there's so many more tools out now than there were mid 2018.
00:08:02
Speaker
At least that my team had access to.
00:08:06
Speaker
So I kind of had to really dive into the science, the education.
00:08:09
Speaker
I had to dive into how my brain works because I couldn't really rip off and duplicate anybody else's pitch.
00:08:14
Speaker
I couldn't, I didn't really have strong people to learn from.
00:08:18
Speaker
So I approached solar sails in a different way than I think most people do.
00:08:23
Speaker
And it was more from a being of service, customer service, science type of way.
00:08:28
Speaker
Like it, I have, I built myself in the communities that I was knocking in Vegas.
00:08:35
Speaker
as the friendly neighborhood science solar girl.
00:08:38
Speaker
Like I knocked in jeans and boots and NASA t-shirts and baseball caps.
00:08:42
Speaker
Like you would never see me in leggings or a polo.
00:08:45
Speaker
I never had makeup on.
00:08:46
Speaker
Absolutely not.
00:08:47
Speaker
No, I don't.
00:08:49
Speaker
I sold the science.
00:08:50
Speaker
And because I sold from an educational point of view, I learned a lot from homeowners on what they would say about the people that had come before me.
00:09:00
Speaker
It kind of helped me build a,
00:09:04
Speaker
reinforcement for the things that you shouldn't be doing.
00:09:07
Speaker
But like, I mean, I'm sure you've knocked on a door and had somebody be mad that it was for solar, right?
00:09:11
Speaker
Yeah, for sure.
00:09:12
Speaker
Okay, I'm gonna ask you directly, how many times have you asked them why?
00:09:18
Speaker
I mean, yeah, probably not a ton.
00:09:22
Speaker
I mean, well, especially like if someone's mad for me, like if they don't have solar already.
00:09:27
Speaker
I will say if they have solar and they're mad about it, then yeah, I always ask them why and like, oh, why don't you like it?
00:09:33
Speaker
But yeah, but that's a good point.
00:09:35
Speaker
If it's someone that doesn't have solar and they're just pissed off and like getting mad, then yeah, then a lot of times I just get out of there, you know, they're not mad.
00:09:44
Speaker
So yeah.
00:09:45
Speaker
I'm going to give you and everybody listening to this, I'm going to give you a little trick on what I do.
00:09:49
Speaker
Okay.
00:09:50
Speaker
Those people that are mad that don't have solar, while they're a little trickier initially, they end up being my biggest referral pots.
00:09:57
Speaker
Okay.
00:09:58
Speaker
Very much so.
00:09:59
Speaker
Okay.
00:09:59
Speaker
So what I do is when somebody is immediately angry about, like we usually stand one side of the door or the other, right?
00:10:05
Speaker
Yeah.
00:10:05
Speaker
Generally, because we like to leave an open vision pathway, right?
00:10:08
Speaker
Mm-hmm.
00:10:08
Speaker
So what I will do when I get a homeowner like that is I will literally take a step back and I'll put my hand up to my chest and be like, you are the fourth homeowner that has been angry at solar.
00:10:18
Speaker
And then I'll switch my body.
00:10:20
Speaker
Like I literally will turn and get to the other side of the pivot, you know, because in the homeowner's mind, I'm physiologically changing.
00:10:28
Speaker
I'm no longer that group.
00:10:29
Speaker
I'm not concerned.
00:10:30
Speaker
What did they do to you?
00:10:32
Speaker
Almost 80% of the time they will go into a rant about all of the wrong things that somebody said and open themselves up to being resold.
00:10:42
Speaker
That's interesting.
00:10:44
Speaker
So you think it's just that like change in location or it's like... It's possibly a change in the physicality.
00:10:49
Speaker
It's partially a change in nobody else that's knocked on their door has cared about why they were angry.
00:10:55
Speaker
That's true.
00:10:56
Speaker
Nobody does.
00:10:58
Speaker
And I've gone so much deeper into like caring about the homeowners that I have dealt with that like I have an entire nonprofit I've built from it.
00:11:06
Speaker
Nice.
00:11:07
Speaker
Yeah.
00:11:07
Speaker
I feed people all over Vegas that are low income or.
00:11:11
Speaker
have lost their spouses and, you know, don't have the resources that they would normally have.
00:11:17
Speaker
I call it Lindsay's Love Line.
00:11:18
Speaker
I have a whole train of people that get fed.
00:11:20
Speaker
Nice.
00:11:21
Speaker
But it's, I showed up and I became of service.
00:11:24
Speaker
And in doing that, I learned all of the things that the people around me were doing wrong.
00:11:28
Speaker
Yeah.
00:11:28
Speaker
Because homeowners are quick to bitch about something.
00:11:31
Speaker
For sure.
00:11:31
Speaker
You know?
00:11:32
Speaker
Yeah.
00:11:32
Speaker
They want to tell you everything that's wrong with your industry.
00:11:35
Speaker
Yeah.
00:11:35
Speaker
And I think it takes a pretty solid person to sit and take that abuse and then actually try to change it.
00:11:40
Speaker
Yeah.
00:11:41
Speaker
So that's kind of why I branched into doing what I'm doing
Expanding Market with Customer Focus
00:11:45
Speaker
now.
00:11:45
Speaker
I had to build systems to keep people happy with the amount of volume I was doing, the amount of bullshit in the market in Vegas that other people were doing.
00:11:53
Speaker
I had to create kind of like assurances and thank you programs and educational programs.
00:12:00
Speaker
And, you know, it started from there.
00:12:03
Speaker
And as my company, we're live in 28 markets now.
00:12:07
Speaker
And as we have grown, it's become a,
00:12:10
Speaker
It's become very clear to me that it wasn't a market issue.
00:12:13
Speaker
It's an industry issue.
00:12:15
Speaker
So now I'm here speaking and spanking for the appropriate reasons, right?
00:12:23
Speaker
I don't ever want to knock a door and have somebody be mad at me about selling something that actually makes sense.
00:12:28
Speaker
Yeah.
00:12:29
Speaker
Well, no, especially in like Vegas, I mean, it's a pretty competitive market, right?
00:12:33
Speaker
Brutal.
00:12:34
Speaker
Yeah, in San Diego, I mean, there's highest rates.
00:12:37
Speaker
So I would say those are probably two of the most brutal markets that get knocked all the time.
00:12:43
Speaker
People are throwing fits at doors.
00:12:45
Speaker
So, yeah, I mean, I think it's super important, especially in those markets, just trying to understand and, you know, like Stephen Covey says, seek first to be or seek first to understand, then be understood, right?
00:12:56
Speaker
And so many reps are just like, where's my money?
00:12:58
Speaker
Where's my money?
00:12:59
Speaker
Grant Cardone and, you know, not trying to understand.
00:13:01
Speaker
Just go somewhere.
00:13:02
Speaker
Yeah.
00:13:03
Speaker
True.
00:13:04
Speaker
Yeah.
00:13:05
Speaker
And so that's, that's what's so cool about what you, so would you say that's like the biggest reason that led you to start reading resources or how to, how do you get into all that?
00:13:15
Speaker
I found myself being valued more in fixing other people's problems in the industry.
00:13:23
Speaker
And as I became more known for it, as people started sending me like, Hey, I've got this client, I need help.
00:13:29
Speaker
Like, this is going to go to a lawsuit.
00:13:30
Speaker
Like I need a mediator.
00:13:31
Speaker
Like I need something.
00:13:34
Speaker
I realize that it's it's most people need something of that realm.
00:13:39
Speaker
We as an industry are growing so quickly that I think that, you know, the technology is, you know, we as humans are running to keep up with the industry.
00:13:51
Speaker
And I think the one thing that the majority of people focus on the least is the homeowner.
00:13:56
Speaker
And I think that that is going to be
00:14:00
Speaker
the downfall of a lot of companies.
00:14:03
Speaker
If you just look at the way that consumer trends are moving right now, COVID changed a lot of things about the way people expect to be treated.
00:14:11
Speaker
And you're already starting to see some of the same trends from homeowners in our industry.
00:14:19
Speaker
It's happening.
00:14:20
Speaker
And I think that the companies that actually step up and create a brand for themselves as being
00:14:28
Speaker
the company for homeowners.
00:14:32
Speaker
That's going to be the brand.
00:14:33
Speaker
You know, as we narrow, there's going to end up being an Apple and a Samsung.
00:14:38
Speaker
one of them will be the brand that the homeowners are taking care of the better.
00:14:41
Speaker
Like, that's just gonna be what it is.
00:14:43
Speaker
It's as in a consumer market for our nation, even globally, that is the way that industries trend.
00:14:49
Speaker
Yeah, yeah, I love that.
00:14:52
Speaker
And yeah, well, when the company you first, you know, started selling for, did you see that they weren't doing any of this?
00:14:59
Speaker
Did they have any type of customer service or anything at the time when you first started?
00:15:04
Speaker
I had a couple of companies that I worked with at the very beginning because it was,
00:15:11
Speaker
could be as a woman at that time.
00:15:13
Speaker
Way less women in 2018 than there are now.
00:15:15
Speaker
Yeah, there's still not a ton.
00:15:17
Speaker
Way less.
00:15:19
Speaker
No, I actually ended up developing a lot of the systems.
00:15:22
Speaker
And as far as I know, that company is still using quite a few of them to this day.
00:15:26
Speaker
We're systems, customer thank you systems, even like welcome brochures and informational packets.
00:15:32
Speaker
Like that was one of, that was the first company where I developed and rolled out whole programs.
00:15:38
Speaker
And
00:15:39
Speaker
I can tell you that when I started at that company, there was about eight of us and we were producing about 150 kilowatts a month.
00:15:46
Speaker
And when I left that company, I think there was a little over 30 and we were set to install about, I think it was almost 900 kilowatts the next month in an 18 month period.
00:16:00
Speaker
Substantial growth in the Vegas market.
00:16:02
Speaker
Yeah, not bad at all.
00:16:03
Speaker
I know.
Enhancing Customer Systems and Engagement
00:16:04
Speaker
So, um, yeah, a lot of that, um,
00:16:09
Speaker
not so much the sales training i wasn't involved so much in that there but the upkeep how to talk to a homeowner the you know yeah i ended up even as i was just the sales manager as i was still out knocking doors i became more and more common that i was being pulled off the doors to fix that yeah you know so that's when you realize wow i'm actually really good at fixing all these issues that people are putting themselves into i had a full career before i came into this industry um i was actually a
00:16:39
Speaker
very highly rated chef in Vegas for over a decade.
00:16:43
Speaker
And I used to develop franchising packets for restaurants.
00:16:47
Speaker
So my specialty was to take mom and pop organizations and develop their branding, their processes, their hiring, their, you know, supply chains, all of that, develop all of that for them so that they could take in investors and mass duplicate, right?
00:17:02
Speaker
Like that's what I've always done.
00:17:04
Speaker
So building systems like that,
00:17:07
Speaker
easy for me.
00:17:08
Speaker
It's literally, it's just standing in the boat and seeing the holes.
00:17:12
Speaker
I think the hardest part for me has been getting, you know, the young, hungry 22 to 25 year old male in this industry, getting them to actually see more.
00:17:26
Speaker
Here's the phrase that's killing us.
00:17:27
Speaker
Are you ready?
00:17:28
Speaker
Don't worry about the cancels, just go sell more.
00:17:31
Speaker
That phrase is literally killing our industry because it's the cancels.
00:17:36
Speaker
Those are the angry homeowners that don't have solar on the roof.
00:17:40
Speaker
Those are the reasons that I exist.
00:17:42
Speaker
No, it's fully that.
00:17:45
Speaker
It's the largest investment that most of them make outside of their house for a good car.
00:17:52
Speaker
And we don't treat them like that.
00:17:53
Speaker
Yeah.
00:17:54
Speaker
Well, and so what I see a lot of times is you obviously get the people that cancel because they found a better deal or whatever occasionally.
00:18:01
Speaker
So that's like, you know, brown eyes.
00:18:03
Speaker
But besides that, what are the main reasons you see that customers are canceling?
00:18:07
Speaker
Is it like issues?
00:18:08
Speaker
100% communication.
00:18:09
Speaker
I can tell you exactly when it happens and why.
00:18:11
Speaker
Okay.
00:18:12
Speaker
I know this for a fact.
00:18:15
Speaker
So majority of our cancellations come within three to five days of initial contract dates.
00:18:20
Speaker
Okay.
00:18:20
Speaker
It's about 41%.
00:18:21
Speaker
Yeah.
00:18:22
Speaker
out of nine different reasons on average.
00:18:25
Speaker
So that normally happens because of retention.
00:18:29
Speaker
So we know what we do, right?
00:18:32
Speaker
We understand the solar project.
00:18:33
Speaker
We understand that metering.
00:18:34
Speaker
We understand the financing.
00:18:35
Speaker
We know what we're doing.
00:18:37
Speaker
Homeowners generally get two hours to learn about the opportunity, get fully educated on it,
00:18:45
Speaker
Qualify for it and contract with it and that's if you're doing a decent job like I really it disgusts me how many people I hear oh I close it in 30 minutes great your homeowner has no clue what's happening awesome I'll talk to them in a month great that infuriates me like it should this is well it's easy to sell like it sells itself it makes sense the science makes sense there's great incentives backing it like there's good stuff right yeah
00:19:16
Speaker
They don't know that.
00:19:18
Speaker
The homeowners don't really know that.
00:19:19
Speaker
They know what you tell them, and three days after the fact, they have lost 80% of that information because they're humans, and that's how we retain.
00:19:25
Speaker
Right, yeah.
00:19:26
Speaker
So...
00:19:28
Speaker
That's the majority of the issue is that they don't get resources or informational things initially.
00:19:35
Speaker
We always suggest within the first three days, send the homeowner a digital presentation or I prefer personally hand-delivered bifolds that they can actually put on the fridge, so that they can hear visually.
00:19:49
Speaker
I like that.
00:19:49
Speaker
Whatever you're capable of doing.
00:19:51
Speaker
Okay.
00:19:53
Speaker
What to expect.
00:19:54
Speaker
who to call for when, what happens if you get installed right before summer and you're going to have two bills.
00:20:00
Speaker
Like you can literally set the expectations for everything that the homeowner is going to need in that and alleviate
00:20:08
Speaker
80% of your unnecessary communications from the homeowner post that.
00:20:12
Speaker
I think that's the biggest thing initially is like get the information in their hands because three days after the fact they're not going to know what just happened.
00:20:19
Speaker
Yeah.
00:20:20
Speaker
Right.
00:20:20
Speaker
And even worse than not knowing they're going to remember it incorrectly.
00:20:23
Speaker
Yeah.
00:20:23
Speaker
And then they're really getting a man because they think they weren't sold the right thing.
00:20:26
Speaker
Yeah.
00:20:26
Speaker
So that's the first one.
00:20:29
Speaker
Second one is lack of communication in general.
00:20:33
Speaker
Okay.
00:20:33
Speaker
I think way too many people in this industry glorify install day.
00:20:38
Speaker
The homeowner doesn't give a fuck about install day.
00:20:40
Speaker
They do not care about install day.
00:20:41
Speaker
The homeowner cares about when their system is producing.
00:20:44
Speaker
Right.
00:20:44
Speaker
And nobody gauges that yet.
00:20:46
Speaker
Yeah.
00:20:47
Speaker
Like I will ask a home.
00:20:49
Speaker
So I pull people constantly.
00:20:50
Speaker
I'm constantly pulling homeowners.
00:20:52
Speaker
I'm constantly asking them to use their recordings.
00:20:54
Speaker
Like I'm a scientist by nature.
00:20:57
Speaker
I gather the data and then I figure out what to do with it.
00:21:00
Speaker
Right.
00:21:00
Speaker
So I'll be a little bit better.
00:21:01
Speaker
Yeah.
00:21:02
Speaker
It's communication.
00:21:03
Speaker
And the majority of the time, it's the homeowner calling the sales rep or the number that they have, that's what I'm told usually, with a question.
00:21:11
Speaker
And I've seen it happen hundreds of times where sales rep goes to get a call from a homeowner and either panics and answers panicked and the homeowner can hear that.
00:21:21
Speaker
The minute a homeowner hears panic, there goes your trust.
00:21:24
Speaker
Forget it.
00:21:25
Speaker
Forget it, right?
00:21:26
Speaker
So panic or they just don't answer at all.
00:21:29
Speaker
Or they answer and give the wrong answer.
00:21:32
Speaker
Like that's honestly worse than any of it.
00:21:34
Speaker
Like let's just put our egos aside for a minute.
00:21:37
Speaker
If you get a question from a homeowner and you're not 100% sure on the answer.
00:21:41
Speaker
Yeah.
00:21:43
Speaker
I'm not 100% sure.
00:21:43
Speaker
Give me two minutes.
00:21:45
Speaker
Let me find out.
00:21:45
Speaker
I'll call you back.
00:21:47
Speaker
We need to be better about that.
00:21:48
Speaker
The ego kills us.
00:21:49
Speaker
Ego and greed.
00:21:50
Speaker
It's horrible.
00:21:51
Speaker
I know.
00:21:52
Speaker
Well, yeah, I talk about it.
00:21:53
Speaker
I actually did an Instagram about this the other day story, but just how I was taught when I first started in 2016, I was taught that homeowners still would have electricity during a power outage, that the power would never go out if they had solar out there.
00:22:08
Speaker
So I was telling that.
00:22:09
Speaker
It depends on the market and the time of day, but yes.
00:22:11
Speaker
Yeah.
00:22:12
Speaker
So I told for like, you know, a year and a half, probably I was telling all my customers that, hey, you'll have power.
00:22:18
Speaker
And then what happens when they don't have power?
00:22:21
Speaker
I was the first call I made.
00:22:23
Speaker
Why don't I have power, Taylor?
00:22:24
Speaker
What's going on?
00:22:26
Speaker
And I'm like, oh, yeah, I guess I told you wrong.
00:22:30
Speaker
And yeah, so it came back to bite me.
00:22:32
Speaker
I also had some of that.
00:22:34
Speaker
My first probably 15 deals, I had been trained that you get the IETC no matter what.
00:22:41
Speaker
Oh, yeah.
00:22:42
Speaker
That sucks.
00:22:42
Speaker
I know.
00:22:43
Speaker
That sucks.
00:22:46
Speaker
Same thing.
00:22:48
Speaker
So with our company, before you can actually, because we do multiple things, but if you actually want to become our client, we were managing your backend services.
Vetting Companies for Integrity and Education
00:22:56
Speaker
I have an hour and a half long interview process and I turned away about seven out of 10 companies that I
00:23:01
Speaker
Really?
00:23:02
Speaker
Wow.
00:23:02
Speaker
Here's the reason.
00:23:04
Speaker
I will get into whether or not you've got lawsuits.
00:23:06
Speaker
I will get into your payroll, how you're paying your people, when you're paying your people.
00:23:10
Speaker
I will get into what educational training services are you using for your reps and how are you checking and balancing that because anything that your people do in the house is going to subject my people to what they're being subjected to on the back end.
00:23:24
Speaker
I care enough about my people to not subject them to...
00:23:30
Speaker
Scabs and dirty deals.
00:23:33
Speaker
You know what I mean?
00:23:34
Speaker
If I even have a question about whether or not a company is going to match my integrity, I will request that we do welcome calls the first couple weeks.
00:23:40
Speaker
Yeah, that's smart because there's so much misinformation out there.
00:23:44
Speaker
You can't control what a rep does, but you can have the tools and the checks and balances in place to help.
00:23:51
Speaker
I know.
00:23:52
Speaker
Yeah.
00:23:53
Speaker
Well, yeah, I mean, California, as you probably know, they have the consumer protection guide now that homeowners have to go through.
00:23:58
Speaker
But it's like even that a lot of reps are just like, oh, it's just, you know, just initial here.
00:24:04
Speaker
Yeah, it doesn't match.
00:24:05
Speaker
It's just an informational thing.
00:24:07
Speaker
You'll get a copy.
00:24:08
Speaker
Click, click, click.
00:24:09
Speaker
It's, you know, stuff they're not even explaining.
00:24:12
Speaker
So yeah, I think it's just we all need to do way better about educating the sales reps too about not giving misinformation because it's going to come back to bite us as I think it
Need for Better Sales Rep Education
00:24:22
Speaker
already has.
00:24:22
Speaker
It's made our job tougher in California.
00:24:24
Speaker
I don't think we'd have to do this consumer guide where now it says go get three quotes on there.
00:24:29
Speaker
I mean, it's not a huge deal, but like occasionally I get people that are like, oh, you know what, Taylor, we're going to go get other quotes.
00:24:35
Speaker
And I'm like, this wouldn't have happened.
00:24:37
Speaker
So I've been meeting with a few of the industry leaders this year.
00:24:40
Speaker
this weekend about some of so here's the thing I'm in a weird position I am plugged into pretty much every major installer CRM in the nation I'm also in the back ends of quite a few solar companies and I'm becoming a name where people are like oh you need to take this issue Lindsay right here's what I can tell you and I said this on stage a little while ago
00:25:09
Speaker
I see a lot of stuff, a lot of stuff.
00:25:13
Speaker
It's bad.
00:25:14
Speaker
I see who's doing it.
00:25:15
Speaker
I can tell when it's intentional and when it's not.
00:25:20
Speaker
We are getting to the point as a collective, I think in the upper echelon of this industry, where I think there's going to be a group of people that come together to start mediating.
00:25:30
Speaker
I wouldn't be surprised.
00:25:33
Speaker
I think it's coming.
00:25:33
Speaker
Yeah.
00:25:35
Speaker
And I can tell you personally that as far as permit poaching is a big thing right now, right?
00:25:41
Speaker
Yeah.
00:25:41
Speaker
I'm going to start announcing them publicly.
00:25:43
Speaker
Yeah.
00:25:44
Speaker
Okay.
00:25:44
Speaker
I'm going to start calling people out because that's just, it's weak salesmanship.
00:25:48
Speaker
True.
00:25:48
Speaker
Yeah.
00:25:49
Speaker
And it's often not healthy for the homeowner's experience either.
00:25:52
Speaker
And I don't, I don't align with either of those two.
00:25:55
Speaker
So we're actually going to start posting publicly when this is happening because it's, it's,
00:26:03
Speaker
There's way too much out there for all of us to be pulling shit like that.
00:26:08
Speaker
I know.
00:26:09
Speaker
It's just too much.
00:26:10
Speaker
It's such a scarcity-minded thing, and I won't... I think that's the first thing that needs to stop.
00:26:16
Speaker
Yeah.
00:26:16
Speaker
I think there needs to be required training, and I think that there needs to be...
00:26:23
Speaker
mediating process yeah my greens pretty sad I don't think I've ever had that happen to me but you know especially in Texas you go on the Facebook group say now it's that's all people are posting about all right okay there's a few states where it's you know yeah they're they're filed publicly yeah
00:26:43
Speaker
So it's pretty sad.
00:26:44
Speaker
And yeah, I mean, hopefully all the people listening to this, you know, listen to the podcast, you need to cut that crap out if you're doing it.
00:26:51
Speaker
Because it's just going to hurt us all in the end.
00:26:53
Speaker
And if you don't, I mean, you're going to get called out by Lindsay here.
00:26:56
Speaker
She's going to take you on stage and spank you publicly.
00:26:59
Speaker
It's coming.
00:27:00
Speaker
You know, it's just too easy to sell solar.
00:27:04
Speaker
I know.
00:27:04
Speaker
It's too easy to sell it to have to resort to things like that.
00:27:07
Speaker
It's just...
00:27:10
Speaker
You would be embarrassed if people knew you were doing it publicly.
00:27:14
Speaker
And if that is a factor, you probably shouldn't be doing it.
00:27:18
Speaker
If it's even a threat of somebody mentioning what you're doing publicly, you probably shouldn't be doing it.
00:27:23
Speaker
But that's the mom in me.
00:27:25
Speaker
I know.
00:27:25
Speaker
You know?
00:27:26
Speaker
Yeah.
00:27:27
Speaker
No.
00:27:27
Speaker
True.
00:27:27
Speaker
I agree.
00:27:28
Speaker
And so, Lindsay, I want to hear just maybe from like, we have a lot of reps listening to this that maybe they don't have it set up.
00:27:36
Speaker
So you work with reps and companies.
00:27:38
Speaker
Is that right?
00:27:39
Speaker
We do, yes.
00:27:40
Speaker
We can be hired by installers, sales organizations, EPCs,
00:27:45
Speaker
And the individual rep, absolutely.
00:27:47
Speaker
Okay.
00:27:48
Speaker
So what are you seeing if a rep says, Lindsay, I want to have you take care of all my customers, what would you say?
00:27:54
Speaker
Is it more referrals for them?
00:27:55
Speaker
I mean, obviously, happy customers, better process.
00:27:58
Speaker
It's that they don't want to deal with the communications.
00:28:01
Speaker
They would rather just focus on the doors.
00:28:03
Speaker
And then, of course, everybody wants referrals.
00:28:04
Speaker
Yeah, everybody wants a phrase and what we do is we we white label our services So we basically we adopt whatever it is that your company does don't have something in play that we help you develop what works for you for your
00:28:17
Speaker
Personal branding.
00:28:18
Speaker
OK.
00:28:19
Speaker
And obviously your pocketbook.
00:28:22
Speaker
Yeah.
00:28:23
Speaker
Because referrals are cash, generally.
00:28:25
Speaker
Yeah, 100%.
00:28:26
Speaker
And something I have a question about is there's so many different types of customers.
Customer Communication Preferences
00:28:33
Speaker
Some like to be in the loop constantly.
00:28:36
Speaker
You get the grandmas, the grandpas that are old school that want stuff to order to end paper that go, print me off a paper contract.
00:28:45
Speaker
which drives me nuts sometimes.
00:28:47
Speaker
I have to go print off contracts, drop them out to them.
00:28:49
Speaker
So with all these different types of customers, all these different types of preferences, are you developing different ways to communicate with all of them, or is it all one procedure?
00:29:00
Speaker
What's your take on that?
00:29:02
Speaker
This is what I will tell you if you're an individual that's listening, or if you're a sales owner that's listening, don't have a process yet.
00:29:10
Speaker
Ask people what they want and give it to them.
00:29:12
Speaker
It's very simple.
00:29:13
Speaker
You want to have the happiest customers that give you the most referrals.
00:29:17
Speaker
Treat them the way that they want to be treated.
00:29:19
Speaker
It's that simple.
00:29:20
Speaker
Take the 30 seconds to ask what their preferences are.
00:29:24
Speaker
I usually have the sales reps work it into the close where at the very end where they're getting ready to leave.
00:29:28
Speaker
Like, hey, I'm going to submit all this.
00:29:29
Speaker
I just need to ask you to prefer text or phone call.
00:29:33
Speaker
And then I need to make sure that you mark this email because you're going to be receiving emails from this.
00:29:37
Speaker
Like I set them up for the way that they're going to be communicated with because giving the expectation first helps Because obviously everybody's going to do docuscience nowadays.
00:29:46
Speaker
They need to be watching for these things If you are having an issue with elderly people I've done multiple instructional videos so I literally I'll get on zoom and I'll go over exactly what they need to do and I'll share my screen and then I'll just email it to
00:30:01
Speaker
So much easier for them to follow that way.
00:30:03
Speaker
Yeah, it's the video everybody watches YouTube now.
00:30:05
Speaker
Yeah, true.
00:30:06
Speaker
Yeah.
00:30:08
Speaker
But yeah, it's a I suggest that you ask that and then what we do for our clients everybody has their own personal pipeline management tool that we've created and we actually have in there how the homeowners is supposed to be communicated with because it gets submitted with the deal.
00:30:23
Speaker
So deals get submitted to us we comb them make sure everything looks good.
00:30:27
Speaker
We also will let the rep know that
00:30:30
Speaker
Mark and a few of the guys will actually go through and do like the best bar calculations and everything so that we can preemptively, you know, expect MPUs.
00:30:38
Speaker
He's also gone through and saved quite a few too.
00:30:42
Speaker
It was like, that's not necessary.
00:30:43
Speaker
So, you know, but we, we just, we put it into the pipeline manager and then we follow suit.
00:30:49
Speaker
Like most of the, most of our stuff can be automated, but we,
00:30:55
Speaker
The main reason that people hire us is because they want the human element.
00:30:58
Speaker
Yeah.
00:30:59
Speaker
You know?
00:31:00
Speaker
So we keep it as human as personalized as possible.
00:31:03
Speaker
Okay.
00:31:03
Speaker
Yeah, I love that.
00:31:05
Speaker
And so if someone's just trying to do this their self, because I know obviously not everyone's going to go work with you and everything.
00:31:12
Speaker
Right.
00:31:13
Speaker
But if they want to do some of these things themselves, what are, I don't know, just some best practices or things that you do every time?
00:31:20
Speaker
Sure, sure, sure.
00:31:20
Speaker
I talked about customer gifting, but I don't know, what are the biggest mistakes you see that people aren't doing?
00:31:25
Speaker
They're just like, okay, I don't need full out Lindsay doing everything, but what would you say to that?
00:31:31
Speaker
Very easy.
00:31:31
Speaker
So I actually gave a couple things away today on stage, and I'll give them to you on here so that people can find them.
00:31:40
Speaker
So the first thing is you need to understand what your customer experience blueprint is.
00:31:45
Speaker
It's the first thing you have to do is you have to set up what it's going to be so that you have something to stick to because you have a system in place.
00:31:51
Speaker
It's a lot easier to manage than just like, Oh, I got to do this thing for this random homeowner.
00:31:57
Speaker
So figure out what you want your process to look like.
00:32:02
Speaker
Automate as much of that process as possible.
00:32:04
Speaker
But the two biggest things, something informational and to paint them almost immediately.
00:32:09
Speaker
Okay.
00:32:10
Speaker
So three to four days, about the time that site survey has been completed when we're starting the design process, I will send them out their welcome packet or their online presentation.
00:32:22
Speaker
I have used PowerPoint, Sway, Canva, all of those things.
00:32:27
Speaker
There's a free template on my website.
00:32:30
Speaker
You can just get on and look at it.
00:32:31
Speaker
You can download it.
00:32:32
Speaker
You can use it if you want.
00:32:34
Speaker
I've got a couple more instructional videos that are coming on to explain best delivery methods and whatnot.
00:32:41
Speaker
But the informational brochure to begin with, that should cover basic steps,
00:32:48
Speaker
what to expect, who to call and when to call them if you have an issue, what net metering actually means for your market and how that's going to live for you.
00:32:58
Speaker
What happens if you get installed right before summer, how you're going to have a second bill.
00:33:03
Speaker
More referral information, ambassador program, whatever you're using.
00:33:08
Speaker
And then I personalize it.
00:33:11
Speaker
So I keep all of the information the same on my template, but I will personalize.
00:33:16
Speaker
I'll do the last name, household.
00:33:19
Speaker
whatever brand, soul or family, and then their system size, their panel information, their sales reps information, their install company, like just the basics.
00:33:32
Speaker
So they have something tangible that's customized to them.
00:33:35
Speaker
They know what they're working with.
00:33:36
Speaker
They know what to expect.
00:33:38
Speaker
I like a trifold if you're doing a paper one.
00:33:42
Speaker
Mainly because I can put magnet in the middle and then it's on the fridge, right?
00:33:45
Speaker
You get more spaces to fill.
00:33:48
Speaker
Sway and Canva are my two best online presentations, but I've got copies of each on the website to see that you can see what it should look like.
00:33:57
Speaker
And then gifting.
00:33:59
Speaker
Gifting and feeding the install crews.
00:34:01
Speaker
Those are the two biggest things.
00:34:02
Speaker
Oh, really?
00:34:03
Speaker
Okay.
Celebrating Solar Activation
00:34:04
Speaker
Yeah.
00:34:04
Speaker
So every install that I've ever personally had, I have fed the crew.
00:34:07
Speaker
And I usually prefer to do it in person if I can.
00:34:10
Speaker
So here's what I do is I give them food and business cards.
00:34:12
Speaker
Okay.
00:34:13
Speaker
Right?
00:34:14
Speaker
So when people come up and say, what are you doing?
00:34:16
Speaker
First of all, I'm feeding them.
00:34:19
Speaker
If they've been working with the install company I'm working with for a while, they know if it's my job, they're going to get fed, right?
00:34:24
Speaker
Nice.
00:34:24
Speaker
So they're going to be the most pleasant with the homeowner.
00:34:26
Speaker
If the homeowner's going to get better taking care of, they're going to clean the job better.
00:34:29
Speaker
You know what I mean?
00:34:29
Speaker
They're just going to do a better job because they know they're going to be rewarded.
00:34:32
Speaker
I'm incentivizing the install crews.
00:34:34
Speaker
Nice.
00:34:35
Speaker
Right?
00:34:35
Speaker
Yeah.
00:34:35
Speaker
Who doesn't want to get fed?
00:34:37
Speaker
Yeah.
00:34:37
Speaker
And sometimes I'll do like, I'll do some cool stuff too.
00:34:39
Speaker
I'll do like gift cards or whatever.
00:34:40
Speaker
Nice.
00:34:42
Speaker
So I'll do that with my business cards.
00:34:43
Speaker
I've pulled many referrals from homeowners coming out and seeing, um, and then gifting the homeowner.
00:34:52
Speaker
I think most people make the mistake of gifting at point of install.
00:34:56
Speaker
Um, I think most people make the mistake of celebrating point of install.
00:35:01
Speaker
It means something to us because that's when we get paid, right?
00:35:03
Speaker
That's when it's tangible.
00:35:05
Speaker
It's on the roof.
00:35:05
Speaker
It's done.
00:35:06
Speaker
Right.
00:35:07
Speaker
It doesn't mean shit to the homeowner.
00:35:08
Speaker
They don't care.
00:35:09
Speaker
They do not care.
00:35:10
Speaker
Do you know what they actually care about?
00:35:12
Speaker
Their system producing.
00:35:13
Speaker
It's turned on.
00:35:14
Speaker
It's turned on.
00:35:16
Speaker
Point of PTO should be the biggest celebration for the homeowner.
00:35:19
Speaker
It really should be.
00:35:20
Speaker
And you should be in full communication with them and tell them anyways.
00:35:24
Speaker
So I really pump up the point of PTO.
00:35:28
Speaker
If I'm capable of getting over and turning on their system, I'll actually have the homeowner do it.
00:35:33
Speaker
And I'll record it for them to post on their social media for referrals.
00:35:36
Speaker
Oh, okay.
00:35:37
Speaker
Right?
00:35:37
Speaker
Because it's a huge moment.
00:35:38
Speaker
We'll pop a bottle of champagne.
00:35:40
Speaker
We'll turn their system on.
00:35:41
Speaker
Like, I'll put a strobe light in her back.
00:35:42
Speaker
Like, it's great.
00:35:43
Speaker
Nice.
00:35:43
Speaker
It's wonderful.
00:35:44
Speaker
It works like a charm.
00:35:45
Speaker
That's genius.
00:35:46
Speaker
If you get the homeowner to celebrate, they're going to get other people to celebrate with them.
00:35:49
Speaker
Nobody wants to celebrate alone.
00:35:51
Speaker
Yeah, that's true.
00:35:52
Speaker
It's just it's human nature.
00:35:53
Speaker
Yeah.
00:35:54
Speaker
That's fire.
00:35:55
Speaker
Those couple of things are, like, the biggest ones.
00:35:57
Speaker
And then I also suggest keeping in touch with your homeowner until tax season.
00:36:01
Speaker
Okay.
00:36:02
Speaker
Even if it's not like point of PTO, just set up a reminder in tax season to send them an email.
00:36:07
Speaker
And what I usually let the email say is like, hey, we know it's tax season.
00:36:10
Speaker
We know sometimes there are unexpected issues, whatever.
00:36:15
Speaker
If you have any issues, please feel free to reach out to us.
00:36:19
Speaker
And then I always keep a tax professional, like a fairly non-biased one, you know what I mean?
00:36:24
Speaker
Just a tax professional in my back pocket that may get new clients, but where I can say, okay, well, let's get a second opinion.
00:36:32
Speaker
Nice.
00:36:33
Speaker
You know, let's make sure that this is being done correctly because half the time they're on TurboTax and they don't know whether it's.
00:36:39
Speaker
But that alone, additionally, is another pull for referrals.
00:36:43
Speaker
Wow.
00:36:44
Speaker
Who gets taken care of all the way to tax season in this industry?
00:36:46
Speaker
Yeah, no, that's cool.
00:36:47
Speaker
I didn't even think of it because I get calls all the time.
00:36:50
Speaker
I mean, this tax season, I've gotten like probably six or seven calls from people.
00:36:54
Speaker
You all know what it means.
00:36:56
Speaker
Set their expectations.
00:36:57
Speaker
Send it out in December.
00:36:59
Speaker
Let them know that it's coming up or beginning of January, right before the first open filing date.
00:37:04
Speaker
Yeah, so yeah, I wish I would have, I wish I had talked to you before tax season because like, because I can, yeah, I can see how like if you beat them to the punch on that, like they're, they probably would have gotten a referral instead of them having to call me and search for my number and all that.
00:37:18
Speaker
Here's the thing, if you set the expectation,
00:37:22
Speaker
Most homeowners, if they know what to expect and when to expect it, are good with just about anything.
00:37:26
Speaker
Yeah.
00:37:27
Speaker
True.
00:37:28
Speaker
I know.
00:37:28
Speaker
You know?
00:37:29
Speaker
And I don't think we put enough stock in to educate.
00:37:31
Speaker
Yeah.
00:37:32
Speaker
Well, and it's like you said, it's all about expectation.
00:37:34
Speaker
Like, I've lost so many deals just by not knowing, not giving the expectation that the installs, you know, there's NPUs, so it's going to take an extra three months or whatever.
00:37:44
Speaker
And they're mad that it's taking too long, so they cancel.
00:37:47
Speaker
Yep.
00:37:47
Speaker
or a document issue.
00:37:48
Speaker
It's like, oh, really the stupidest stuff.
00:37:51
Speaker
But if I would have just said, Hey, we might be needing some extra documents or, Hey, your home's in a trust.
00:37:56
Speaker
So just so you know, get this beforehand or whatever, you know, like stupid stuff like that.
00:38:01
Speaker
But it works.
00:38:01
Speaker
I'm telling you, like people, people want to, people want to feel heard, obviously, but they want to feel like, you know, they're valued as customers.
00:38:12
Speaker
I think if,
00:38:14
Speaker
I think if we went just about anywhere and like a restaurant, a car dealership, anywhere, receive the type of customer service that our homeowners receive in general.
00:38:27
Speaker
none of us would be very happy about it.
00:38:29
Speaker
True.
00:38:29
Speaker
You know?
00:38:30
Speaker
Yeah.
00:38:30
Speaker
I think it's just too much greed, not enough education.
00:38:35
Speaker
I know.
00:38:35
Speaker
Yeah, I agree.
00:38:36
Speaker
I know.
00:38:37
Speaker
Well, I didn't think about feeding the installers who show up with pizza or what do you bring them?
00:38:43
Speaker
Oh, yeah, absolutely.
00:38:44
Speaker
So it depends on the day and my availability.
00:38:47
Speaker
I never missed an install when I was knocking doors because not I will knock every door that can possibly see that roof in the neighborhood.
00:38:53
Speaker
Yeah, I don't care.
00:38:54
Speaker
That's smart.
00:38:55
Speaker
Like we're knocking everybody.
00:38:56
Speaker
Yeah.
00:38:57
Speaker
So I sometimes will show if it's like a cold day, I'll show up with like coffee in the morning.
00:39:01
Speaker
And sometimes I'll get their order.
00:39:03
Speaker
Like, what do you guys want for lunch?
00:39:05
Speaker
Nice.
00:39:05
Speaker
We want got you.
00:39:07
Speaker
I come back and knock in a different hour and people are home anyway.
00:39:09
Speaker
So what can I get you?
00:39:13
Speaker
I have pulled probably, I've got 304 installs.
00:39:18
Speaker
From my installers, I've pulled probably a good 40 referrals.
00:39:21
Speaker
Wow.
00:39:23
Speaker
Wow, that's crazy.
00:39:24
Speaker
And I rarely have a homeowner complain about an installer.
00:39:28
Speaker
Yeah.
00:39:29
Speaker
Well, yeah.
00:39:30
Speaker
And I see what you're saying.
00:39:31
Speaker
They're probably not going to leave trash and, you know, like be rude to homeowners or anything like that.
00:39:36
Speaker
Well, because here's the thing I learned early that you can request certain install teams.
00:39:40
Speaker
Oh, really?
00:39:40
Speaker
That's cool.
00:39:41
Speaker
So when I had an install team that did a really good job and did the foreman communicate, because I am one, I communicate with the foreman throughout the day.
00:39:48
Speaker
I want to know what's happening.
00:39:50
Speaker
I want to know everything's going according to plan because I want to be able to communicate with my homeowner, right?
00:39:56
Speaker
They start to learn...
00:39:58
Speaker
that you're gonna feed them.
00:39:59
Speaker
Like even if it's somebody you haven't worked with before, they start to learn.
00:40:03
Speaker
You just build that as being part of the process.
00:40:07
Speaker
I've done pizza, wings, gift cards.
00:40:10
Speaker
On a hot day, I've brought some of the, you know you can get the five gallon buckets and fill them with ice water and they have the little Arctic cooler bands that they sell at Home Depot?
00:40:20
Speaker
I'll give to those, to the teams.
00:40:22
Speaker
It's hot as hell, here's an air conditioned lunch time, you're welcome.
00:40:25
Speaker
That's awesome.
00:40:25
Speaker
You know, I take care of people.
00:40:28
Speaker
Yeah.
00:40:29
Speaker
And so many of us say that we're of service people.
00:40:33
Speaker
It's rare that I actually meet somebody in this industry that's really of service.
00:40:36
Speaker
Yeah.
00:40:36
Speaker
Not many people are thinking like that.
00:40:38
Speaker
I have built computers.
00:40:39
Speaker
I've taken out trash.
00:40:40
Speaker
I've driven people to doctor's appointments.
00:40:43
Speaker
Oh.
00:40:43
Speaker
But I was the solar girl for that neighborhood or those neighborhoods.
00:40:46
Speaker
And if anybody else came knocking, they called me.
00:40:48
Speaker
Yeah.
00:40:49
Speaker
You know, it's, I honestly think it's the best way to
00:40:55
Speaker
fully take over a market.
00:40:57
Speaker
Yeah.
00:40:57
Speaker
You have to be good to the homeowners.
00:40:59
Speaker
I know.
00:41:00
Speaker
Yeah, I don't see enough of that.
00:41:01
Speaker
And yeah, I forget sometimes too.
00:41:02
Speaker
But I remember I've had homeowners call me up and I had a company truck at one point.
00:41:08
Speaker
And so some customers will call and say, hey, can you take me to Home Depot?
00:41:12
Speaker
I had a customer call.
00:41:14
Speaker
That's one of my favorite stories.
00:41:15
Speaker
And this old like Vietnamese guy would call me up.
00:41:19
Speaker
I'd run his errands at Home Depot and stuff like that.
00:41:23
Speaker
Can I ask you something about that?
00:41:25
Speaker
Sure.
00:41:26
Speaker
Do you know why that's a really good memory for you?
00:41:29
Speaker
Probably because I felt good and like, yeah.
00:41:32
Speaker
Paycheck didn't matter.
00:41:33
Speaker
Yeah.
00:41:33
Speaker
Did it?
00:41:34
Speaker
No, I didn't make that much.
00:41:35
Speaker
We have to stop thinking about the paychecks.
00:41:37
Speaker
We have to start thinking about the people.
00:41:38
Speaker
Yeah.
00:41:39
Speaker
I know.
00:41:40
Speaker
And that's what's cool is like you feel, I don't know, like money, money doesn't really bring happiness, but when you actually like conserve people, not just from solar, but I don't know, like helping and cheering them up.
00:41:51
Speaker
Like some of these old people are lonely.
00:41:53
Speaker
Yeah.
00:41:54
Speaker
Or I've been like kids, soccer games and stuff like
Dominating Market through Service
00:41:57
Speaker
that.
00:41:57
Speaker
And,
00:41:58
Speaker
You ever looked for a lost dog?
00:42:00
Speaker
I've never done that, no?
00:42:00
Speaker
You've done that?
00:42:01
Speaker
Yeah, I've done that.
00:42:02
Speaker
Did you find it?
00:42:03
Speaker
Yeah, actually.
00:42:04
Speaker
Did they go solar with you after that?
00:42:06
Speaker
No, we didn't.
00:42:07
Speaker
Well, they were already in the process, actually, and I happened to be re-knocking in the neighborhood.
00:42:10
Speaker
They had already signed with me.
00:42:11
Speaker
We were like a week shy of their install date.
00:42:13
Speaker
Nice.
00:42:14
Speaker
And I just happened to, I saw the flyer, and I was like, I know that dog.
00:42:18
Speaker
Yeah.
00:42:18
Speaker
Because I love animals.
00:42:20
Speaker
Yeah.
00:42:21
Speaker
I send the thank you gifts for the dogs, not the humans.
00:42:23
Speaker
Yeah.
00:42:24
Speaker
I bet people love it.
00:42:26
Speaker
They do.
00:42:27
Speaker
Yeah.
00:42:27
Speaker
Well, Lindsay, I don't want to take all night here, but last question or two I had is just dealing with these installers because I know obviously installers are probably going to treat you better if you're doing the level of service you're talking about.
00:42:42
Speaker
But what do you do when sometimes the installer drops the ball?
00:42:45
Speaker
I don't know.
Handling Installers' Mistakes
00:42:47
Speaker
That's a pretty big portion of what I do.
00:42:50
Speaker
You'd be surprised.
00:42:51
Speaker
Um, the biggest, the biggest thing that I do is I keep the homeowner happy.
00:42:55
Speaker
I've pissed off quite a few sales reps and installers.
00:42:59
Speaker
I have, it's, I mean, it is what it is.
00:43:01
Speaker
And sometimes there are unforeseeable things.
00:43:03
Speaker
I mean, what do I do when the utility drops the ball?
00:43:05
Speaker
Yeah.
00:43:06
Speaker
You know, the thing is, is that you have to be understanding of the homeowner and where they're at.
00:43:11
Speaker
Hmm.
00:43:13
Speaker
I don't, here's the thing that I will tell you that everybody can use immediately, stop apologizing.
00:43:18
Speaker
Okay.
00:43:20
Speaker
Stop apologizing.
00:43:21
Speaker
I did not tell a homeowner that I'm sorry, ever, ever, because sorry implicates guilt and I didn't do anything wrong.
00:43:28
Speaker
True.
00:43:29
Speaker
Right?
00:43:30
Speaker
So this is the way that you approach the homeowner and then I can get into how you approach the installers well if you like, but the way that you approach the homeowner is this, I understand how you feel.
00:43:39
Speaker
Yeah.
00:43:40
Speaker
I would feel the same way if I were in your shoes.
00:43:43
Speaker
I'm going to do my best to get this solved for you.
00:43:47
Speaker
I'm going to need to start by doing a little bit of discovery, figuring out kind of what's going on.
00:43:52
Speaker
But I will find a solution that will work for everybody.
00:43:55
Speaker
Okay.
00:43:56
Speaker
Nice.
00:43:57
Speaker
That's it.
00:43:57
Speaker
I like it.
00:43:58
Speaker
It's really not something.
00:43:59
Speaker
And then just hear them out after that, see what they're going through.
00:44:01
Speaker
And then really, most of the time, they just want to be heard.
00:44:04
Speaker
Yeah.
00:44:05
Speaker
Most of the time, they just want to be.
00:44:06
Speaker
So Google did a study two years ago.
00:44:09
Speaker
It was 2019 or 2020.
00:44:09
Speaker
It was the beginning of 2020.
00:44:12
Speaker
They did a study about communication in general and homeowners and like consumer trends.
00:44:19
Speaker
And basically what they found was is that you can kind of, I don't know the best way to describe that.
00:44:30
Speaker
You know what, actually, I'm going to post this on my, I'm going to follow back on this.
00:44:34
Speaker
We're going to post this on the social media.
00:44:35
Speaker
Okay.
00:44:36
Speaker
Because I have a video that explains this really well with a homeowner that I went through this with.
00:44:40
Speaker
Okay.
00:44:43
Speaker
Basically what you do is you come back to them with everybody wants to be heard, right?
00:44:48
Speaker
So the study was that 57% of customers would be happy with just being heard.
00:44:56
Speaker
They don't need an actual solution.
00:44:58
Speaker
So I start with the idea of that and then I go through kind of like process of elimination.
00:45:04
Speaker
Is this an actual issue or is it a misunderstanding?
00:45:07
Speaker
Who do I contact?
00:45:08
Speaker
Like it's really just it's problem solving and it's basic.
00:45:11
Speaker
But I think that the thing that a lot of us don't do that would help everybody on every installer sales homeowners, everybody is that we get so upset without actually having the information that we need.
00:45:26
Speaker
You know, these are this is high stakes stuff.
00:45:28
Speaker
It's very emotional.
00:45:30
Speaker
You know, we don't want to lose a deal.
00:45:33
Speaker
Right.
00:45:35
Speaker
I think that what I have done different from everybody else is that I approach issues the same way I'm talking to you right now.
00:45:43
Speaker
Okay.
00:45:44
Speaker
You know, we've got an issue more than likely it's already happened.
00:45:48
Speaker
So what are we going to do to fix it?
00:45:50
Speaker
Who's accountable?
00:45:51
Speaker
You know, and it's just, it's, it's really just an advocating position.
00:45:56
Speaker
Okay.
00:45:57
Speaker
Yeah.
00:45:57
Speaker
But I often find I do the last method.
00:46:00
Speaker
So when I'm talking to a homeowner with like problem solving issues, it's listen,
00:46:05
Speaker
acknowledge, solve, and
The LAST Method for Resolving Issues
00:46:08
Speaker
think.
00:46:08
Speaker
That's it.
00:46:09
Speaker
It works for everything.
00:46:10
Speaker
Okay.
00:46:11
Speaker
Listening, acknowledge, solve, think.
00:46:14
Speaker
Okay.
00:46:14
Speaker
Can I have to write that down?
00:46:15
Speaker
L is listen.
00:46:16
Speaker
Yep.
00:46:16
Speaker
So you listen to the problem.
00:46:17
Speaker
Let them fully get it out too.
00:46:19
Speaker
Let them bitch.
00:46:19
Speaker
Let them complain.
00:46:20
Speaker
Let them just let them fully vent.
00:46:22
Speaker
Sometimes they work it out for themselves.
00:46:24
Speaker
It's weird.
00:46:25
Speaker
Like I love when that happens.
00:46:26
Speaker
So I'm like, cool, my job's done.
00:46:28
Speaker
Great talk.
00:46:31
Speaker
Acknowledge.
00:46:32
Speaker
I hear you.
00:46:33
Speaker
This is a real problem.
00:46:35
Speaker
You're not, you're not crazy.
00:46:36
Speaker
Like this is the thing.
00:46:37
Speaker
Okay.
00:46:38
Speaker
I hear you and all the things that are happening.
00:46:42
Speaker
So I'm going to solve this.
00:46:43
Speaker
I may not have the solution right now, but I'm going to solve this for you.
00:46:45
Speaker
Or here is the solution.
00:46:46
Speaker
If you have it.
00:46:47
Speaker
Yeah.
00:46:48
Speaker
And thank you for bringing this to my attention because you could have just canceled.
00:46:52
Speaker
You could have called and canceled your loan and been done and not answered a phone call.
00:46:55
Speaker
Right?
00:46:55
Speaker
Yeah.
00:46:56
Speaker
So I didn't apologize on any of that.
00:46:58
Speaker
That's how I solved 90% of the problems I come up with.
00:47:01
Speaker
Okay.
00:47:01
Speaker
No, that's super helpful.
00:47:03
Speaker
And what about if someone's like coming to you to cancel?
00:47:05
Speaker
Is it a pretty similar way you would try to get them to not cancel?
00:47:10
Speaker
Cancellations go through our exit interview.
00:47:13
Speaker
Okay.
00:47:13
Speaker
It's like our...
00:47:15
Speaker
kind of a patented little thing that we do.
00:47:18
Speaker
So we actually, we started a role play one on stage and it got cut a little short.
00:47:22
Speaker
But basically what it is, is I play the non-knowing customer service representative.
00:47:30
Speaker
Hi, Mr. Williams.
00:47:31
Speaker
It looks like I see a red flag on your project here, but I'm not really seeing any information from my side.
00:47:36
Speaker
Can you just kind of run me through what's been going on?
00:47:39
Speaker
Okay.
00:47:39
Speaker
Okay.
00:47:40
Speaker
That's clever.
00:47:40
Speaker
He goes through the entire, all of the issues, right?
00:47:44
Speaker
Okay.
00:47:44
Speaker
Sometimes they work some stuff out for themselves or what have you.
00:47:47
Speaker
Yeah.
00:47:47
Speaker
But basically what he's doing is telling me how to resolve fully.
00:47:51
Speaker
And this is the reason that I advocate for project managers to be trained on how to sell solar because that is usually the disconnect.
00:47:58
Speaker
They know the information about the solar.
00:48:00
Speaker
They don't understand the sales process.
00:48:02
Speaker
Right.
00:48:03
Speaker
So they're really like I have I'm not getting my full ITC amount back.
00:48:09
Speaker
I've got two bills, blah, blah, blah, blah.
00:48:11
Speaker
Right.
00:48:12
Speaker
Legitimately what I'm doing is having them work down like a list of issues because it's almost always more than one.
00:48:18
Speaker
They're pissed off and worked up by now.
00:48:20
Speaker
Yeah.
00:48:22
Speaker
And then I'll tackle the easiest one first.
00:48:25
Speaker
Okay.
00:48:26
Speaker
Or the misunderstandings first.
00:48:27
Speaker
And then after that, I will go into the things that are just common in the industry.
00:48:33
Speaker
Yeah.
00:48:33
Speaker
So like, yes, okay, this is an IETC thing.
00:48:35
Speaker
You can pull it for multiple years, but let's maybe up your referral amount for the time being so you can get that money back before it re-amortizes and then collect the rest on the back.
00:48:44
Speaker
You're getting more business.
00:48:45
Speaker
They're getting their shit paid.
00:48:46
Speaker
Like, it's good.
00:48:46
Speaker
That's good, yeah.
00:48:49
Speaker
And then when it comes to things that are like just really fucked up, I almost always will sweeten the pot with something.
00:48:58
Speaker
Like, I had a lady, 1960s,
00:49:02
Speaker
famous architect built home hand stenciled paint on the walls.
00:49:07
Speaker
Really?
00:49:07
Speaker
From the 1960s.
00:49:08
Speaker
Oh my gosh.
00:49:10
Speaker
And PT crew drilled through it.
00:49:13
Speaker
Oh.
00:49:14
Speaker
Drilled through it.
00:49:15
Speaker
Wow.
00:49:15
Speaker
Sometimes we fuck up.
00:49:19
Speaker
Yeah.
00:49:19
Speaker
Sometimes we mess up.
00:49:21
Speaker
Sometimes the installers mess up.
00:49:22
Speaker
Like we are all human.
00:49:23
Speaker
Yeah.
00:49:24
Speaker
These things happen.
00:49:25
Speaker
Yeah.
00:49:25
Speaker
Explaining it like that helps to the homeowners, by the way.
00:49:28
Speaker
Like sometimes people mess up.
00:49:29
Speaker
Yeah.
00:49:30
Speaker
And we all made mistakes, right?
00:49:31
Speaker
Yeah.
00:49:31
Speaker
It's construction.
00:49:33
Speaker
Yeah, it is.
00:49:34
Speaker
And that's one thing.
00:49:34
Speaker
It is construction.
00:49:35
Speaker
Most people are engaging that.
00:49:36
Speaker
Yeah.
00:49:37
Speaker
You know?
00:49:39
Speaker
Sometimes you do have to get creative.
00:49:40
Speaker
If anybody out there ever gets stuck with an issue and they need to get creative, they can message me for free.
00:49:44
Speaker
I'll help you.
00:49:45
Speaker
That's awesome.
00:49:46
Speaker
So I ended up actually hiring an artist in Vegas.
00:49:50
Speaker
Wow.
00:49:50
Speaker
A fairly well-known artist to come and re-stencil it.
00:49:54
Speaker
Wow.
00:49:55
Speaker
So got it solved, right?
00:49:57
Speaker
Not something you would normally think about.
00:49:59
Speaker
Cost a little bit of money, but she's stoked and her house has been in a magazine with my solar.
00:50:06
Speaker
So sometimes you have to get creative, but really it's just they want to be heard.
00:50:10
Speaker
They want to know that somebody gives a shit.
00:50:12
Speaker
Yeah.
00:50:13
Speaker
most of the people in our industry don't act like they do yeah well I love how you like word it that way too because most the time if you just ask oh why you can't slink I feel like almost every time they're I don't want a lot of times I don't even want to tell you because they know you're gonna try and resolve it but I love how you word it that way cuz it's not like confrontational it's just like
00:50:34
Speaker
I just need to be filled in so I can process your exit interview.
00:50:37
Speaker
I just need you to fill me in so I can get this all written down.
00:50:40
Speaker
And then as they're saying the things like, oh, well, just so you know, that's not really how that works.
00:50:45
Speaker
This is actually the process.
00:50:47
Speaker
Or, oh, no, it's the weight.
00:50:49
Speaker
You know what I mean?
00:50:49
Speaker
Like it's always a, oh, I'm surprised you think that.
00:50:53
Speaker
Yeah.
00:50:53
Speaker
Wow.
00:50:54
Speaker
And then get some questioning.
00:50:56
Speaker
Yeah.
00:50:56
Speaker
It's not, it's usually just reselling.
00:50:59
Speaker
Most of the cancellations that I say, I'm just reselling.
00:51:02
Speaker
Okay.
00:51:03
Speaker
And then would you recommend like sales reps to be the one to try to, like, are you saving your clients' accounts?
00:51:09
Speaker
I'm saving my clients' accounts.
00:51:10
Speaker
So I don't suggest that, obviously, you can't call and play a customer service representative if you're the sales rep, right?
00:51:17
Speaker
But it doesn't actually need to be a customer service representative.
00:51:19
Speaker
You can get any other salesperson on your team.
00:51:22
Speaker
Okay.
00:51:22
Speaker
You know, slide them a little bit of cash, like, hey, I need you to run through this and figure out what's going on.
00:51:27
Speaker
Yeah, absolutely.
00:51:28
Speaker
That's how I started learning how to do that is because I was helping other reps save their stuff.
00:51:32
Speaker
My retention rate was sky high.
00:51:34
Speaker
I didn't really have a lot of cancellations.
00:51:36
Speaker
Yeah, I can imagine.
00:51:38
Speaker
Yeah, so pretty simple.
00:51:41
Speaker
Yeah, that's awesome.
00:51:42
Speaker
Yeah, well, there's so many nuggets in this.
00:51:45
Speaker
I'm going to have to go back and re-listen.
00:51:47
Speaker
I do have one thing I will tell you for that.
00:51:50
Speaker
I was going to announce this today, and I didn't.
00:51:52
Speaker
Okay.
00:51:54
Speaker
The one thing that we are about to roll out, if you get stuck, if you're a sales organization, a sales rep, if you're an installer and you have a deal that's sold badly and you have a homeowner's pissed and the sales rep's gone,
New Live Customer Service Assistance
00:52:07
Speaker
we can help you.
00:52:07
Speaker
We'll come help as the sales rep in the homeowner communications, right?
00:52:12
Speaker
But we're about to roll out where you can actually come on and request a live customer service assistance from any of our professionals.
00:52:19
Speaker
Wow.
00:52:20
Speaker
So you come on and say, hey, I have a customer with this issue.
00:52:24
Speaker
We get on with the sales rep or the installer first.
00:52:27
Speaker
We get all of the back information.
00:52:29
Speaker
And then we contact the homeowner for you.
00:52:32
Speaker
Wow.
00:52:33
Speaker
Yeah, that's unheard of.
00:52:35
Speaker
So, yeah, that's crazy.
00:52:36
Speaker
That's the next thing.
00:52:38
Speaker
Yeah, and then just the homeowners can, like, call you.
00:52:40
Speaker
You said you get, would you say, like, 200 calls a day you guys have been here?
00:52:44
Speaker
I get about 200 phone calls a day from homeowners, yes.
00:52:46
Speaker
Wow.
00:52:46
Speaker
And here's the thing, homeowners can call me for free.
00:52:49
Speaker
Yeah.
00:52:49
Speaker
24 hours a day because I will help them clean up the crap.
00:52:54
Speaker
Yeah.
00:52:55
Speaker
You know?
00:52:55
Speaker
Yeah.
00:52:55
Speaker
And she has a team.
00:52:56
Speaker
Don't worry.
00:52:57
Speaker
She's not a... No, no, no.
00:52:58
Speaker
Those are just the ones that get forwarded to me.
00:53:02
Speaker
Yeah.
00:53:03
Speaker
Yeah.
00:53:03
Speaker
We are live in 28 markets.
00:53:05
Speaker
Yeah.
00:53:05
Speaker
We've got three different offices.
00:53:07
Speaker
Wow.
00:53:07
Speaker
We have 17 people running around.
00:53:09
Speaker
Well, yeah, I can see why you guys are growing because this is a huge need.
00:53:12
Speaker
And I've never heard of anyone doing the things you're doing.
00:53:16
Speaker
So we appreciate you for what you're doing for the industry, Lindsay.
00:53:20
Speaker
So, guys, hope you took notes.
Serving Homeowners for Industry Success
00:53:22
Speaker
And for all our solopreneurs, just try to have that level of service because, I mean, I know it's gotten you so far in your...
00:53:31
Speaker
all the referrals you're getting I mean yeah and just feeling good at serving people it's a whole different feeling so hoping people can experience that so if people want to reach out to you Lindsay and you know potentially work with you or maybe their company wants to you know start using you guys what's the best way to get into that Instagram I am an Instagram baby it's just it's my preferred communicative tool okay
00:53:58
Speaker
It's also where I post a lot of the value.
00:54:02
Speaker
I'm constantly posting little things on there that are helpful in doing what we do.
00:54:07
Speaker
Instagram, it's Lindsey underscore the tank.
00:54:10
Speaker
Okay.
00:54:11
Speaker
They call you the tank.
00:54:12
Speaker
They do.
00:54:12
Speaker
They call me the tank.
00:54:14
Speaker
It was well earned and I upheld it quite well.
00:54:18
Speaker
I can see why.
00:54:20
Speaker
That's the biggest one.
00:54:22
Speaker
Our website is radiantresources.support.
00:54:24
Speaker
Okay.
00:54:26
Speaker
We actually have some great customer service training videos that are about to launch on there.
00:54:30
Speaker
They're in editing right now, literally as we speak.
00:54:33
Speaker
Sweet.
00:54:33
Speaker
Yeah, that would be pretty cool.
00:54:36
Speaker
And I always like, even without our service, I mean, obviously we do consulting as well.
00:54:40
Speaker
Yeah.
00:54:41
Speaker
But my DMs are always open.
00:54:43
Speaker
I, if anybody knows me, I answer 24 hours a day.
00:54:46
Speaker
Like, yeah.
00:54:48
Speaker
If you need help, I'm here.
00:54:50
Speaker
I don't, you know, charge for the heavy lifting, but, you know, I just want us to start being better humans.
00:54:59
Speaker
Yeah.
00:54:59
Speaker
To the humans that we serve.
00:55:01
Speaker
Yeah.
00:55:01
Speaker
Well, now it needs to be done.
00:55:03
Speaker
So go reach out to Lindsay.
00:55:05
Speaker
Let her know you appreciate her.
00:55:06
Speaker
Shoot her a follow on Instagram.
00:55:08
Speaker
And, yeah, I can't wait to see what's, you know, next for you and all the, you know, lives of homeowners you're changing and hopefully helping people's lives not get ruined.
00:55:19
Speaker
For the customer experience.
00:55:20
Speaker
Yeah.
00:55:21
Speaker
And so before we wrap up here, Lindsay, do you have any, I don't know, final advice for people or any, I don't know, just for all our solar printer listeners, any final words of wisdom?
00:55:31
Speaker
The next time, I'm just, it's not really advice.
00:55:34
Speaker
I'm going to challenge everybody.
00:55:35
Speaker
Okay.
00:55:37
Speaker
The next time that you come across a homeowner that's just angry about solar, try to help them figure out why.
00:55:43
Speaker
Okay.
00:55:43
Speaker
Because...
00:55:45
Speaker
Of all the things, I ask this question on stage often, I'll say, hey, raise your hands if you've ever had somebody be mad at you for solar, right?
00:55:53
Speaker
Keep your hands raised if you've ever stayed around to find out why, right?
00:55:56
Speaker
I lose about 60 to 70% of my hands at that point.
00:56:00
Speaker
The next question is, have any of you ever actually helped solve the problem?
00:56:06
Speaker
I usually have about two to three hundred people I'll drop down to maybe one or two hands and I will actively and publicly thank them because it is not easy to stand and take the bullshit from the person before you left.
00:56:19
Speaker
It's not, but I think if a few of us just start doing that, it's going to change the bias, you know?
00:56:25
Speaker
So I would challenge everybody next time you come across a homeowner that's angry, try to help fix the issue.
00:56:31
Speaker
Okay.
00:56:31
Speaker
All right.
00:56:33
Speaker
Challenge accepted.
00:56:34
Speaker
So guys, make sure you have the servant mindset that Lindsay is talking about.
00:56:39
Speaker
Let's all do our part to change the industry and yeah, go reach out to Lindsay.
00:56:43
Speaker
Let her know you appreciate it.
00:56:44
Speaker
Thanks again for coming on the show with us.
00:56:46
Speaker
Thank you for having me.
00:56:47
Speaker
Okay.
00:56:48
Speaker
We'll have to do a follow-up, but I'm sure we'll get lots of people reaching out.
00:56:51
Speaker
So I appreciate you.
00:56:52
Speaker
Thank you.
00:56:53
Speaker
All right.
00:56:53
Speaker
See ya.
00:56:55
Speaker
What's up, Solopreneurs?
00:56:56
Speaker
Hope you enjoyed the episode.
00:56:58
Speaker
Before you run out and start selling more solar yourself, wanted to let you know about an exciting new cheat sheet we created specifically for you in mind.
00:57:08
Speaker
One of the top questions I get asked on Instagram, on Facebook, by our listeners is, Taylor, where should I start?
00:57:16
Speaker
What episodes should I listen to in the podcast?
00:57:18
Speaker
You got too many podcasts, man, because now we have over 200 episodes.
00:57:23
Speaker
So what we've done, we created the top 10 most downloaded, most listened to, and I would say widely accepted, most useful podcasts that we've done here on Solapreneur.
00:57:36
Speaker
We put them together all in one sheet so you can go, you can hit the ground running, especially if you're new, you do not want to not have this sheet.
00:57:45
Speaker
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00:57:47
Speaker
It's going to be at top10.solarpreneurs.com.
00:57:51
Speaker
Again, that's top10, the number 10,.solarpreneurs.com.
00:57:56
Speaker
Don't forget the S on solarpreneurs.
00:57:58
Speaker
We will have that in the show notes.
00:58:00
Speaker
Go download it right now.
00:58:02
Speaker
And especially if you have not listened to them, go listen to them and you can re-listen to them.
00:58:07
Speaker
That's going to show you how.
00:58:09
Speaker
So go download it and we'll see you on the other side.