Become a Creator today!Start creating today - Share your story with the world!
Start for free
00:00:00
00:00:01
Customer Calls To Cancel And You Say..?
76 Plays2 years ago
- Help Reagan Beat Cancer!!!
- goals.solarpreneurs.com
- oneliners.solarpreneurs.com
- https://solciety.co/ - JOIN SOLCIETY NOW!
- SIRO APP - LEARN MORE!
- Thanks to our sponsor Pi Syndicate for this episode!
- DOWNLOAD THE CHEAT SHEET HERE!: TOP 10 MOST DOWNLOADED EPISODES OF ALL TIME
Recommended
Transcript
Introduction to the Solarpreneur Podcast
00:00:03
Speaker
Welcome to the Solarpreneur Podcast where we teach you to take your solar business to the next level.
00:00:08
Speaker
My name is Taylor Armstrong.
00:00:10
Speaker
I went from $50 in my bank account and struggling for groceries to closing 150 deals in a year and cracking the code on why sales reps fell.
00:00:19
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.
00:00:31
Speaker
What is a solarpreneur you might ask?
00:00:33
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.
Dealing with Customer Cancellations
00:00:43
Speaker
What to do when your customer calls and cancels.
00:00:46
Speaker
One of the worst feelings we can get in solar is a customer calling saying they want to cancel and seeing that commission check go down the drain.
00:00:55
Speaker
But don't worry, we're going to talk about that and how you can turn
Platform Availability and Exclusive Content
00:00:58
Speaker
it around.
00:00:58
Speaker
Welcome to the podcast.
00:00:59
Speaker
My name is Taylor Armstrong.
00:01:01
Speaker
We're here to help you close more deals, generate more leads and referrals, and have a much better time in the solar industry.
00:01:08
Speaker
We're going to be jamming on some cool stuff today.
00:01:10
Speaker
Welcome back to the show.
00:01:11
Speaker
Thanks for making it the first listen of every Tuesday and Friday.
00:01:15
Speaker
We are free and available on Apple Podcasts, on Spotify, on
00:01:20
Speaker
on iTunes, wherever you listen to podcasts.
00:01:23
Speaker
And I actually have a very special announcement today because we are actually free and available on one more platform now, and that's YouTube.
00:01:32
Speaker
Okay, so if you like YouTube, you're going to love tuning in the podcast on YouTube.
00:01:36
Speaker
We're going to be switching up the format a little bit.
00:01:39
Speaker
It's not always going to be the direct correlation between the podcast episode released and then the one on YouTube.
00:01:47
Speaker
We're going to, you know, cycle it.
00:01:48
Speaker
So hopefully that gives you a reason to
00:01:49
Speaker
still tune into the podcast, the audio version, but we're going to be dripping out new content on YouTube and some exclusive things that you're only going to be able to see on YouTube.
Solar Tap Card Giveaway Announcement
00:02:00
Speaker
So with that being said, I actually have a special announcement and that is we are doing a giveaway.
00:02:07
Speaker
Hey, and actually something that is super dope.
00:02:10
Speaker
We're giving away some solar tap cards.
00:02:13
Speaker
If you don't know what that is, it's actually made by the creators of RepCard, our friend Brad Mortensen, our friends over there.
00:02:22
Speaker
If you don't know what RepCard is, that is a digital business card.
00:02:25
Speaker
which everyone should be using in solar.
00:02:27
Speaker
These top cars though are how you can take it to another level.
00:02:31
Speaker
It's these cars, they have a QR code on back, they have on the front, it's a little kind of promo thing about solar, captures the attention and I've been using them.
00:02:41
Speaker
They're great.
00:02:42
Speaker
It's just different than your typical business card.
00:02:45
Speaker
People are more likely to keep it and these things are insanely high quality.
00:02:49
Speaker
So don't miss out on your chance to go in a whole box of these things.
00:02:54
Speaker
And they're not cheap either.
00:02:56
Speaker
Box these things goes for $129.
00:02:58
Speaker
So we're giving away two of them, maybe more if we get a lot of entries.
00:03:03
Speaker
So that giveaway is going to go till I believe it's June 25th.
00:03:07
Speaker
about a week and a half after the release of this episode.
00:03:10
Speaker
So go.
00:03:12
Speaker
The requirements are you got to leave a review on the podcast.
00:03:16
Speaker
You got to follow myself and Solar Printer Podcast on Instagram.
00:03:20
Speaker
My handle is Taylor J Armstrong.
00:03:22
Speaker
And then anything else I'm missing here with it?
00:03:25
Speaker
Oh, of course, you got to subscribe to the YouTube channel.
00:03:28
Speaker
Okay, so most important thing reason we're doing the giveaway.
00:03:32
Speaker
Yeah, but those three things and that's it.
00:03:35
Speaker
And then there's going to be a post about it.
00:03:36
Speaker
So you can just let us know when those things are done and you're going to be entered in to that raffle.
00:03:42
Speaker
Anyways, enough about the announcements.
Personal Experience with Deal Failures
00:03:45
Speaker
Let's jump into the meat of the show today.
00:03:47
Speaker
What we're all waiting for.
00:03:49
Speaker
And that is how do you handle these customers that call in to cancel?
00:03:53
Speaker
Hey, I had a customer last week.
00:03:56
Speaker
I faced this exact scenario, closed them up.
00:03:59
Speaker
They were good to go.
00:04:00
Speaker
They're excited about it.
00:04:02
Speaker
Seemed like everything was kosher.
00:04:05
Speaker
No concerns, really.
00:04:07
Speaker
And sure enough, I get a call the following day.
00:04:09
Speaker
Wife calls up, says, Taylor, we just want to cancel.
00:04:12
Speaker
Cancel it out for us.
00:04:13
Speaker
So I'm going to walk you through what I did.
00:04:15
Speaker
And this is going to be part one of two.
00:04:17
Speaker
I actually got an audio recording of some footage of this happening.
00:04:22
Speaker
So I'm going to release that next episode.
00:04:24
Speaker
Keep you on your toes.
00:04:25
Speaker
But this episode, I'm going to tell you what I did.
00:04:27
Speaker
And disclaimer, I did not save this deal, unfortunately.
00:04:32
Speaker
So maybe this is a bad example to be doing it.
00:04:34
Speaker
But these steps that I follow, it has allowed me to save dozens and dozens of deals in the past.
00:04:40
Speaker
Over the past, I haven't done these exact things, but seven years now I've been in solar.
00:04:45
Speaker
I've saved a lot of deals by implementing pieces of this.
00:04:49
Speaker
And now I implement all the steps I'm going to give you right here, right now.
00:04:53
Speaker
So tune in, even though I didn't save the deal this time, I have saved a lot of deals following these steps.
00:04:59
Speaker
So let's jump
Preventing Cancellations with Strong Commitments
00:05:00
Speaker
into it.
00:05:00
Speaker
Specifically, it's three things you got to do when you get that call.
00:05:04
Speaker
It's a terrible feeling.
00:05:06
Speaker
But here's what you do.
00:05:08
Speaker
Number one, you got to prevent the cancel.
00:05:10
Speaker
Okay, hopefully you can get to the point where you don't have people calling in to cancel.
00:05:14
Speaker
Luckily, I have not had many cancels lately.
00:05:17
Speaker
I've been fortunate.
00:05:18
Speaker
I've been blessed.
00:05:19
Speaker
But part of it is because typically I'm doing things to prevent these cancels.
00:05:25
Speaker
So hopefully you don't have to get this call because if you're doing a good enough job at preventing the cancel.
00:05:30
Speaker
then they're not going to call to cancel, right?
00:05:32
Speaker
And so that's a topic for another episode.
00:05:34
Speaker
We've done episodes on this, on how you can prevent cancels, but just a shorter version and a few pieces of advice with that are as much as possible, try to not sit in soft clothes, people.
00:05:47
Speaker
I know us in solar, a lot of us get in a bad habit of being like, oh,
00:05:52
Speaker
You can cancel later.
00:05:55
Speaker
We're just sending our checks out to see if the homes even qualify, but you don't need to commit 100% right now.
00:06:02
Speaker
These people should know that they're having pretty high level of commitment when they sign these documents.
00:06:08
Speaker
You should never be getting in the habit of saying, oh, we can sign it up, you can cancel until the day of the install.
00:06:14
Speaker
I've heard surprisingly many, many reps say this, even experienced reps.
00:06:18
Speaker
So get that soft close out of your head.
00:06:21
Speaker
And I'm not saying you need a hard close people every time.
00:06:23
Speaker
There's a push and a pull, there's a balance, right?
00:06:26
Speaker
But before you walk out of that house, people should know that you are not doing with the intention of them canceling the next day.
00:06:33
Speaker
Okay, so do everything you can to get them locked down.
00:06:37
Speaker
Before you leave the house, throw on lines like, hey, anything short of like a nuclear meltdown, do you guys see any reason that this wouldn't be a good idea?
00:06:46
Speaker
You're not going to call me tomorrow and tell me you change your mind, right?
00:06:49
Speaker
Lock those bad boys down.
00:06:51
Speaker
Figure out what you need to do to get them secure, to get them feeling good about the decision.
00:06:56
Speaker
Great thing to ask them if you're seeing uncertainty on people's faces as you're signing the deal.
00:07:01
Speaker
Don't shy away from it.
00:07:02
Speaker
Ask them, hey,
00:07:03
Speaker
Mr. Homeowner, how are you feeling about this?
00:07:06
Speaker
You guys excited to get your solar up there?
00:07:08
Speaker
Don't just leave hidden concerns.
00:07:10
Speaker
Figure out what it is and resolve those concerns in the home.
00:07:14
Speaker
Okay, so we'll do more episodes on this.
00:07:16
Speaker
We've done some in the past, but that's the first tip.
Steps to Save Deals from Cancellation
00:07:19
Speaker
Do everything possible to prevent the cancel in the first place.
00:07:22
Speaker
Tip number two, when you get that call from the customer of them canceling, I got the call the other day and the first reaction or your first instinct is to freak out.
00:07:34
Speaker
Be like, no, please don't cancel.
00:07:36
Speaker
Why are you doing this to me?
00:07:38
Speaker
We spent so much time together and guilt trip them.
00:07:41
Speaker
Don't do that.
00:07:42
Speaker
Get that gut reaction out of your habits.
00:07:46
Speaker
And when they call a cancel, don't react with panic.
00:07:50
Speaker
React with calmness and react as if you don't care if they cancel.
00:07:54
Speaker
Because the same thing in the deal, the same way you want them to feel like there's hundreds of people doing this program that you don't really care whether they do it or not, you want them to feel the same way as they're calling to cancel.
00:08:06
Speaker
If they sense that you're desperate, if they sense that commission breath, if they sense that, oh, this guy's doing everything he can to beg me not to cancel.
00:08:15
Speaker
Most people are going to want to cancel even more when you're doing that stuff.
00:08:18
Speaker
So knock that off.
00:08:20
Speaker
Respond with calmness.
00:08:22
Speaker
Respond like you got a dozen more people that are doing this.
00:08:25
Speaker
And hopefully you are in that situation because then people cancel and shouldn't matter that much.
00:08:30
Speaker
right?
00:08:30
Speaker
But even if you're not, even if that's the only customer in your pipeline right now, react as if you are fine if they cancel.
00:08:37
Speaker
You've got 20 other people signing up today.
00:08:39
Speaker
Okay, don't act needy.
00:08:41
Speaker
If you act needy or pushy or upset, it's only going to validate their decision more.
00:08:45
Speaker
But if you act with calmness and talk them through it, then you're going to have your shot.
00:08:51
Speaker
Okay, so that's step number two.
00:08:53
Speaker
Don't freak out.
00:08:53
Speaker
Don't panic.
00:08:54
Speaker
And step number three, and this is in my opinion, the most important piece of all this, figure out a way to get back in front of these people.
00:09:03
Speaker
I have very rarely saved deals over the phone.
00:09:06
Speaker
In fact, I can't even remember the last time I saved a deal over the phone unless it was like, there might've been a few times where it was like something extremely ridiculous they're canceling for.
00:09:15
Speaker
But in most cases, you're going to have a very low success rate saving deals over the phone.
00:09:21
Speaker
So what do you do?
00:09:22
Speaker
You get back in front of these people.
00:09:23
Speaker
You get back in person.
00:09:25
Speaker
You go back to their home.
00:09:27
Speaker
But the problem is most people, if you say, hey, let me come back, convince you why you should still do this.
00:09:33
Speaker
They're going to say no because people are smart.
00:09:35
Speaker
They know if you're going back in the home, they know it's just going back to try to convince them.
00:09:39
Speaker
They don't want to come back.
00:09:40
Speaker
They don't want you coming back, listening to another sales pitch and having to go through the whole thing.
00:09:44
Speaker
They just want a quick, easy process of canceling.
00:09:47
Speaker
So here's the secrets and here's what you must do.
00:09:51
Speaker
You got to give them a reason to come back.
00:09:54
Speaker
And what's the reason?
00:09:55
Speaker
The reason that works for me almost every time is you say, hey, so there's a form we have to fill out.
00:10:02
Speaker
I come back and fill that out with you just to start the cancellation process.
00:10:07
Speaker
Okay, and technically, yeah.
00:10:08
Speaker
Can they email that in?
00:10:09
Speaker
Of course, they can email in their cancellation form.
00:10:12
Speaker
But a lot of people, they don't know how to do that.
00:10:15
Speaker
Hey, and either way, you're going to use that reason to get back in front of them.
00:10:19
Speaker
You're not lying to them.
00:10:20
Speaker
You are legitimately going back to help them fill out the cancellation form to start the process.
00:10:26
Speaker
If you say it that way, if you frame it like that, 90% of people are going to be like, okay, yeah, come on by.
00:10:31
Speaker
And then you're using that to weasel your way back inside the home and get another conversation with them.
00:10:37
Speaker
Okay, so those are the steps.
00:10:39
Speaker
Very important.
00:10:41
Speaker
You must follow these steps if you want a chance at saving
Evaluating the Effort to Save a Deal
00:10:45
Speaker
these people.
00:10:45
Speaker
And next episode, you're going to hear the live footage of me actually going back to a home.
00:10:51
Speaker
Me trying to get these people to stick with their solar agreements.
00:10:56
Speaker
I failed.
00:10:57
Speaker
I was unsuccessful.
00:10:59
Speaker
But you're going to hear why next episode.
00:11:00
Speaker
Okay, but that is the steps you need to follow.
00:11:04
Speaker
Number one.
00:11:05
Speaker
Do everything you can to prevent deals from canceling.
00:11:08
Speaker
Number two, don't panic over the phone.
00:11:10
Speaker
Respond with calmness.
00:11:12
Speaker
And number three, tell them you got to fill out a cancellation form.
00:11:16
Speaker
Explain to them that you need to come back with both husband and wife, right?
00:11:20
Speaker
To fill out that cancellation form to get this process started and then set a time that you're going to do that.
00:11:25
Speaker
Okay, and I think it goes without saying, again, just like the affirmation, just like you should be telling yourself, I got a dozen more of these people, I don't care if they cancel, you should have hopefully that same situation going on in your cells.
00:11:39
Speaker
Okay, the top producers in solar.
00:11:41
Speaker
I know a lot of top producers that they they actually don't even follow these steps because they don't have time.
00:11:47
Speaker
They literally have five more appointments to go to that day and they know they're going to sign up two or three of them.
00:11:52
Speaker
So someone cancels not a big deal.
00:11:54
Speaker
So maybe I should say that before I even start the episode.
00:11:58
Speaker
But I am not to that point.
00:11:59
Speaker
Hey, hopefully you can get to that level.
00:12:02
Speaker
And if you do have a bunch of people lined up, maybe you don't even attempt this.
00:12:05
Speaker
Okay.
00:12:06
Speaker
But I think some things you got to consider.
00:12:09
Speaker
How big is this system?
00:12:11
Speaker
What's the commission on it?
00:12:12
Speaker
Do you have appointments stacked up?
00:12:14
Speaker
Because if this is a deal you're only making a grand or two on,
00:12:18
Speaker
and you got more appointments coming up, then yeah, forget about it.
00:12:22
Speaker
Go close your other deals and it doesn't even matter.
00:12:24
Speaker
But if this is like a $20,000 commission, you best be going back to try to save that, right?
00:12:30
Speaker
So you got to weigh your decisions.
00:12:32
Speaker
Your time is valuable.
00:12:33
Speaker
We can make so much money in solar.
00:12:35
Speaker
So you got to be super picky with your time.
00:12:37
Speaker
So make sure this is worth your time and recognize, are they canceling?
00:12:41
Speaker
Figure out why they're canceling on the phone, right?
00:12:43
Speaker
I forgot to mention this.
00:12:45
Speaker
But when you're responding without panic, say, oh, sorry to hear that.
00:12:48
Speaker
What made you guys decide to stick with the utility?
00:12:51
Speaker
I'm just curious.
00:12:52
Speaker
And then most people will tell you over the phone, right?
00:12:55
Speaker
It's rare that they won't tell you.
00:12:56
Speaker
You spent time with them.
00:12:57
Speaker
So they're at least going to give you the reason.
00:13:01
Speaker
So figure out what the reason is.
00:13:03
Speaker
If it's something simple, try to handle it.
00:13:05
Speaker
But if it's more complex and they're going to need more convincing, that's when you go into saying you need to go back to their home to help them start the cancellation process.
00:13:14
Speaker
So figure out what that reason is and then that's going to give you the ammo when you go back and recognize is it a condition or is it an objection?
00:13:22
Speaker
A condition is a legitimate reason that they can't go solar.
00:13:26
Speaker
Maybe their husband died.
00:13:27
Speaker
Maybe their wife was diagnosed with cancer.
00:13:30
Speaker
Maybe they decided they're going to sell the home next month.
00:13:33
Speaker
Those are conditions.
00:13:34
Speaker
Those are legit reasons.
00:13:35
Speaker
Cases like that, probably not because those are conditions.
00:13:38
Speaker
They can't be solved.
00:13:39
Speaker
But is it an objection?
00:13:41
Speaker
The specific scenario for me last week is they had their realtor recommend to them that they shouldn't put the panels on their house because they were thinking of moving in the future.
00:13:51
Speaker
So in my head, I'm like, OK, that's kind of a condition, but not really.
00:13:55
Speaker
They don't have a exact time frame that they're going to move.
00:13:59
Speaker
I'm going to go back, see what I can make happen with this deal.
00:14:01
Speaker
And unfortunately, it didn't work out.
00:14:03
Speaker
But recognize that.
00:14:04
Speaker
Make sure you are not wasting time going back.
00:14:07
Speaker
If it's 100% going to cancel and you know that if it's for a very legitimate reason, then yeah, don't follow those steps.
00:14:13
Speaker
Just move on.
00:14:14
Speaker
Five more appointments.
00:14:15
Speaker
Close them up.
00:14:16
Speaker
But hopefully that helps.
Motivation to Close More Deals
00:14:17
Speaker
Send this to someone that has had their deals canceled lately.
00:14:20
Speaker
We're going to be diving into it.
00:14:22
Speaker
even more in depth hearing some live footage on the next episode.
00:14:25
Speaker
So I hope that helps you go close some deals today, continue to improve every week, every day, every hour, and we'll see you on the next
Free Sales Diagnostic Service Promotion
00:14:34
Speaker
episode.
00:14:34
Speaker
Peace.
00:14:36
Speaker
Hey, solopreneurs, are you sick and tired of spinning your wheels every month and not seeing your sales increase?
00:14:42
Speaker
Well, so was I. And the truth is I was never able to improve it until I figured out what was going wrong.
00:14:48
Speaker
So that's why I'm excited to announce for a limited time.
00:14:51
Speaker
We are doing a free sales diagnostic.
00:14:54
Speaker
We'll break down your sales process, figure out the holes in your business and see how we can help you improve.
00:15:01
Speaker
So at now we have six bucks for this month.
00:15:04
Speaker
So book a call now.
00:15:05
Speaker
Don't miss out.
00:15:07
Speaker
What you're going to do is send an email to taylor at solarpreneurs.com.
00:15:12
Speaker
That's taylor at solarpreneurs with an S dot com.
00:15:16
Speaker
I'll send you out a calendar link and we will figure out the time that works best.
00:15:20
Speaker
So shoot that email and let's increase your sales.