Cracking The Code

Selling service agreements is a fundamental strategy that the most successful contracting companies use to achieve continuous growth. This week, Weldon Long continues our segment on “Core Strategies” to give you proven techniques that will help you grow your service agreement customer base. Many times, the job of selling service agreements falls on the service […]

There are certain strategies that every business owner can utilize to consistently achieve top-tier results. In episode one of a new series on core strategies, Gary Elekes introduces 3 key elements of your Demand Service Process and how to make your customers feel valued during every interaction. Plus, Weldon Long introduces UNFILTERED, EGIA's new show […]

Indoor Air Quality (IAQ) products present an opportunity to improve the health and wellness of your customers and can greatly increase your revenue. Steve Mores joins Cracking the Code for part 2 of our continuing series on IAQ to help you provide dynamic solutions for your homeowners' indoor air quality needs. All that and more, […]

To thrive in the shoulder seasons, you have to capitalize on every opportunity once you're in the home. This week, Steve Mores joins Cracking the Code to explain the true value of Indoor Air Quality (IAQ) products to help you offer more solutions to homeowners without increasing your overhead. All that and more, on this […]

If you want to thrive in the slow season, you have to make sure your service techs aren't leaving money on the kitchen table. This week, Weldon Long helps you teach your technicians exactly what to say to your customers to capitalize on every opportunity and maximize revenue. All that and more, on this week's […]

When business slows down in the fall, contractors must focus on ways to create urgency for homeowners to buy. On this week's Cracking the Code podcast, Weldon Long and Gary Elekes demonstrate how a non-pushy "repair vs. replace" conversation with your customers can help you generate more revenue during the shoulder season. All that and […]

Using technology can help you sell more upgrades and accessories at better margins. This week, special guest John Anderson of Silver Bullet Price Page introduces software that can help you streamline your in-home sales presentation and easily offer financing to your contracting customers. All that and more, on this week's episode of Cracking the Code!

People will spend 10% more for the same product with better customer service. On this week's Cracking the Code Podcast, Gary Elekes introduces three key elements to building an excellent customer experience and explains how to align your entire company to deliver on that experience each and every time. All that and more, on this […]

With summer winding down, mild temperatures mean less urgency for your homeowners to make purchases. On this week's Cracking the Code Podcast, Weldon Long revisits the basics of the sales process and helps you prepare your team for success during the fall shoulder season. Plus, your CSRs will learn how to align their processes with […]

Excellent customer service is no longer a nice-to-have, it's a must-have! On this week's Cracking the Code Podcast, Gary Elekes explains why a positive customer experience is crucial to the success of your contracting company. Plus, Gary also describes the value of online reviews and Weldon Long helps you get back to the basics of […]

Using promotions can help you continue to sell during seasons where extreme weather isn't creating urgency for homeowners to buy. This week, our experts explain why promotions are necessary and how you can utilize them to keep business booming year around. All that and more, on this week's episode of Cracking the Code!

Finding techniques to disarm difficult customers and provide a great customer experience is key to the success of your contracting company. In this week's episode of Cracking the Code, learn how to keep your homeowners comfortable throughout the sales process by using third-party validation and analogies they can understand. Plus, your selling techs will learn […]

Service agreements are an important tool that keeps business flowing during the shoulder seasons. In this week's episode of Cracking the Code, Gary Elekes explains the wide-ranging benefits of service agreements and how to get your technicians to sell more of them. Plus, your CSRs will learn how to handle the time objection and your […]

Having a transparent conversation with your homeowners about price considerations can help you close more deals. In this week's Cracking the Code episode, learn how to use third-party validation to strengthen your brand value and overcome the price objection. Plus, your CSRs will learn how to prevent one leggers and your selling techs will learn […]

It's important to capture as much customer information as possible to give your sales staff the best opportunity to convert leads into revenue. In part nine of our continuing summer training, Weldon Long outlines the perfect approach to qualifying your leads and improving sales by staying focused on the customer. Plus, your sales people will […]

What actually protects homeowners - empty promises from random companies or the demonstrated trustworthiness of your brand? In part eight of our continuing summer training, our expert faculty introduces the first step in building trust with your homeowners to overcome the 3 bid objection. Your CSR's will also learn the true value of every lead […]

Effective sales is about high service, never about high pressure. In part seven of our continuing summer training, Weldon Long outlines a solutions-driven sales approach to help your technicians prioritize the needs of your customers. Plus, our team of experts offer valuable sales strategies that will help your CSR's and sales people achieve next-level results. […]

A successful call center is the cornerstone of any great contracting company. In part six of a continuing summer series, Brigham Dickinson gives you the tools to build a world-class team of CSR's that consistently books calls. Plus, Gary Elekes helps your service techs set goals and Weldon Long gives your sales advisors the first […]

Success is the result of a positive mindset and when you choose to be successful, there's no limit to what you can achieve. In part five of a continuing summer series, our team of contracting experts focus on CSR, technician, and sales training to help you set and accomplish meaningful goals. Plus, Gary Elekes talks […]

Any time you have the opportunity to serve, you have the opportunity to win. In part four of a continuing series on summer training, Brigham Dickinson introduces the Pattern for Excellence to help you provide a "WOW" experience for you customers. Plus, Gary Elekes talks about the importance of offering whole-home services to your homeowners, […]

If you're not changing, you're not growing. In part three of a continuing series on summer training, Gary Elekes concludes his customer experience CSR training and Weldon Long teaches you how to convert undecided leads into customers with a value-based approach. All that and more, on this week's episode of Cracking the Code!

During the summer busy season, an overwhelmed team can often lose sight of the bigger picture. Continued training can realign your technicians, CSRs, and salespeople with your company goals. In this week's Cracking The Code episode, Weldon Long introduces part two of a continuing summer training series to align your CSR's behaviors with your brand […]

For some companies, 70% of revenue is generated during the summer time. When you're so busy, training can often suffer. In this week's #CrackingTheCode episode, Weldon Long introduces a series of short trainings you can give your technicians, CSRs, and salespeople to keep your business running smoothly through the chaos of summer. All that and […]

Proactively dealing with objections can help maintain your average ticket during the summer busy season. In this week's #CrackingTheCode episode, Weldon Long demonstrates a systematic approaches to overcoming objections and holding margins during the sales process. All that and more, on this week's episode of Cracking the Code!

Focusing on the right priorities during the summer can prime your contracting business for success throughout the rest of the year. Weldon Long introduces the importance of driving your service agreement base and making sure your salespeople are properly trained on the repair-vs-replacement conversation. Plus, Gary Elekes explains how to provide an exceptional customer experience […]

The last thing we want to do is lose an opportunity during the summer. Weldon Long demonstrates a role playing exercise that can help dial in your customer service representatives and dispatchers to capitalize on every opportunity. Plus, Gary Elekes explains how to effectively dispatch the right technician to every call. All that and more, […]

Is your contracting business equipped to maximize your profits during the summer busy season? Weldon Long discusses why holding margins is especially important during the busy summer season and Gary Elekes teaches you how to structure your pricing to maximize profits year around. Plus, our panel of experts discuss how to transition from hourly wage […]

What gets measured gets done! In part five of an ongoing series on service technician training, Weldon Long explains why accountability is an important tool to drive consistent and permanent results. Plus, Gary Elekes discusses performance reviews and the experts outline the challenges and opportunities involved in acquiring another company. All that and more, on […]

The majority of all sales presentations end without the salesperson formally asking for the order even once. In part four of an ongoing series on service technician training, Weldon Long introduces the final steps of the R.I.S.C. process to show you how to provide solutions and more importantly, conclude your sales presentation by securing a […]

Customers rely on your expertise as a home services professional to solve their problems, even if they're unaware a problem exists. In part three of an ongoing series on service technician training, Weldon Long introduces step two of the R.I.S.C. process and how you can utilize the "investigation" stage to diagnose problems and deliver solutions. […]

Consistent results come from consistent activities. Whether it's instillation, maintenance, or sales, you must follow a process to get reliable results. This week, Weldon Long explains the RISC process to help you systematically approach sales opportunities and improve your close rate. Plus, Gary Elekes outlines his technician sales training process and Drew Cameron discusses helping […]

Selling is about high service, never about high pressure. This perspective lies at the core of the Prosperity Mindset. This week, Weldon Long explains how to shift your selling approach to create more opportunities. Plus, resident experts Mike Treas and Gary Elekes discuss improving communication and preparing yourself for success. All that and more, on […]

What are you really losing when you fail to convert a lead? Understanding your average revenue per lead can help quantify the true value of each new prospect and keep your team motivated to close. This week, Weldon Long provides a detailed explanation of how to find your average revenue lead and why it matters. […]

Building enticing offers into your service agreements can help support strong customer relationships that drive business year-round. This week, Weldon Long welcomes Gary Elekes to outline the ways you can use your service agreements as a marketing tool to reach customers that LOVE doing business with your company. Plus, our “Ask the Experts” panel explains […]

Pricing your maintenance agreements too low is a surefire way to sink your home services business. But proper pricing isn’t rocket science, you just need the right approach! This week, Weldon Long welcomes leading expert Gary Elekes to outline the key considerations you’ll need to assess when setting your service agreement pricing. Plus, our “Ask […]

Bundling IAQ products together is a powerful way to solve your customer's problems while your techs are already in the home for a service maintenance call. But make sure you know when to get out the price list, and when to just listen to the client and simply say "OK." This week, Weldon Long once […]

Planned maintenance is a great chance to have face time with the customer and remind them that your company stands behind your equipment. But it can also be a great opportunity to drive revenue when it may not be your busy season. How? This week, Weldon Long welcomes resident IAQ expert Steve Mores, and the […]

Are your prices too high? Maybe. But it's even more likely that they're too low. And that's the best way to work hard and still fail to make a profit. This week, Weldon Long welcomes Gary Elekes to explain the proper way to set a service labor rate -- and how to establish a higher […]

Price is always at the forefront of customers' minds. But when you deliver superior service -- and you do, right? -- you won't always beat the cheap guy on price. So how can you minimize the price objection in the customer's eyes? Third-party validation. This week, Weldon Long explains how to use that third-party validation […]

Testimonials and guarantees can build authority and trust with your customer. This week, Weldon Long explains how to leverage them to selling more effectively, and talks about the HVAC scholarships now being given out by the EGIA Foundation. All that and more, in the latest podcast episode!

How can you build trust with a suspicious homeowner? How can you ensure your prices are perfectly set to balance profitability and customer-appeal? How can you adapt your sales process to millennials and other generations? All that and more, in the latest podcast episode!

In the final episode of Contractor Coffee Club, Mark Matteson concludes his series on sales by explaining how to overcome sales objections -- and why objections may not be such a bad thing. Plus, a segment on how to properly set goals and use them to drive success, and a discussion on the latest Snapshot […]

To effectively sell, you need to have faith. But how do you develop faith in yourself, your products and your services? In the latest episode of Contractor Coffee Club, Mark Matteson lays out strategies for boosting the belief in what you're doing, along with three other habits that are proven to boost your business. Plus, […]

In a special episode of the Contractor Coffee Club, Mark welcomes Bruce Matulich, chairman of the EGIA Foundation. Bruce discusses the mission and activities of the 501(c)(3) nonprofit, which is dedicated to turning around the industry's workforce shortage by using scholarships, research and other initiatives to attractive more, younger people to the industry. And Mark […]

Everyone has room for improvement, at work or in their personal lives. Anyone could book one more call, close one more sale. But how do you change well-established habits? In the latest episode of Contractor Coffee Club, host Mark Matteson talks about the importance of setting a new normal and explains how to set a […]

Mastering sales is the theme on the latest episode of Contractor Coffee Club. This time, host Mark Matteson shares the 10 most proven strategies embraced by industry leaders across the board -- strategies that result in unrivaled success and, in one particular case, a 95% close ratio.

Less than 15 years ago, Parker & Sons did $7 million in sales. In 2018, they'll surpass $100 million. How did they accomplish such incredible growth? In the latest episode of Contractor Coffee Club, Parker & Sons owner Paul Kelly joins host Mark Matteson to explain exactly what he's done, what his company focuses on, […]

"Forget trying to sell your prospects; let them buy. People buy you." In the latest episode of the Contractor Coffee Club podcast, host Mark Matteson explains the power of asking "why?" -- for both you and your customer. Plus, he lays out the proven sales script he's refined over the decades, and how to use […]

How can you set yourself apart from your competition -- truly differentiate yourself from the field? Consultant, educator and "resultant" Drew Cameron joins Mark Matteson in the latest episode of the Contractor Coffee Club podcast, to offer his tried and true strategies to not just make yourself a better version of the competition -- but […]

In the latest episode of the Contractor Coffee Club podcast, Mark Matteson taps his decades of HVAC sales experience to lay out some simple rules for sales success, in the latest episode of the acclaimed podcast. He explains the secret weapon that's more valuable than anything else when it comes to closing sales and satisfying […]

95% of visitors are leaving contractors' websites without doing anything. They don't take action. They don't book a call. That's not only a wasted opportunity, but potentially mass amounts of wasted marketing dollars. In the latest episode of Contractor Coffee Club, Mark Matteson welcomes Trevor Flannigan, COO of HomeServiceChats, who talks about strategies for converting […]

Mark Matteson continues his series on sales in the latest episode of Contractor Coffee Club. This time, Mark offers seven things that will drive your sales mentality and success rate, along with other strategies and tactics that have helped him master HVAC sales over the last several decades. Plus, a look at industry research data […]

Over four-plus decades in the industry, Mark Matteson has mastered the skills it takes to not just survive, but thrive as a salesperson. In the latest episode of Contractor Coffee Club, Mark lays out the philosophies and strategies that have helped him achieve unrivaled sales accomplishments -- and can help you, too. Plus, he discusses […]

Isaac Heating and Air, out of Rochester, NY, has seen rapid growth and expansion over the last few decades, with plenty more underway. And that growth has been built on two pillars as much as anything else: company culture and extensive (and continuing) training. In the latest episode of Contractor Coffee Club, Mark Matteson welcomes […]

Technical training meets contractor business development in the latest episode of the Contractor Coffee Club podcast. David Holt, director of business training and coaching at National Comfort Institute, a leading technical training organization for home services contractors, joins Mark Matteson this week. David and Mark talk about measuring the unseen metrics in order to grow […]

The difference between excelling in your work and simply keeping your head above water? Consistency. Perfect the process and run it consistently and, more often than not, you'll succeed. Mark Matteson talks consistency and its role in success, on the latest episode of Contractor Coffee Club.

Great contracting companies start at the top with leadership. Leadership sets the tone for the rest of the team, putting talented people in a position to excel and helping bring the best out of those who could use a little more attention. Good leadership allows the owner to step away for a day, a week, […]

What's the difference between a job, a career, and a calling? And how can you turn your job into your calling -- and make yourself irreplaceable to your employer or your customer in the process? Mark Matteson explains on the latest episode of Contractor Coffee Club. Plus a Snapshot Survey focus on vehicle fleet and […]

The most successful contractors offer financing with every purchase. Not only can it increase the average ticket, it can improve customer satisfaction, enabling homeowners to buy the unit that's the best fit for them without breaking the bank -- rather than just purchasing the cheapest unit, even it’s wrong for them. Contractor financing guru Eric […]

Where performance is measured, performance improves. But how do you know what to measure? And how can you use that measurement to ensure your performance -- salespeople, service techs, anyone -- is where it should be? Mark Matteson explains that and more in the latest episode of Contractor Coffee Club. Plus, how the simple method […]

In 5 years, New York Times bestselling author Weldon Long went from an ex-convict in a homeless shelter to building an Inc. 5000 HVAC company with over $20,000,000 in sales – and he did it by adopting the "Prosperity Mindset" and perfecting the sales process. In the latest episode of Contractor Coffee Club, Weldon joins […]

Josh Kelly, co-founder of RevuKangaroo, a leading online reputation management system, joins Mark Matteson on the latest episode. Josh explains not just what contractors needs to know when it comes to their Yelp, HomeAdvisor, Google and Facebook reviews affecting their search engine ranking, but also some of the marketing and operational strategies he used to […]

In part 3 of an ongoing series, Mark Matteson talks about how attitude and goal-setting can yield big results on the job and off, paying particular attention to how those simple ideas helped transform him from a service tech to his company's best salesperson. Plus a peek at the latest Snapshot Survey summary report on […]

What can contractors learn from someone in the supply side of the home services industry; someone with a history working with contractors as well as manufacturers? In our latest episode, host Mark Matteson welcomes Ryan Kalmbach, CEO of Johnstone Supply, Fresno Group, who shares some interesting insights and experiences from his nearly two decades with […]

In part two of our "Sparking Your Success" series, host Mark Matteson continues adapting his bestselling book for professionals. Today, he explains the importance of how you talk to yourself, and how setting different habits can change your life -- professionally and beyond. Plus, Mark's response to the latest Contractor Snapshot Survey on annual budgets.

In our latest episode, host Mark Matteson welcomes the industry-renowned HVAC Sales Coach Mike Treas to the microphone. Mike offers his take on the issues and opportunities facing the industry right now, how he got started, and dives into the Ask the Experts calls he's featured in every week, where he responds in real-time to […]

James Leichter has accomplished a lot over his decades in the home services industry, founding companies like Aptora and Mr. HVAC, as well as establishing himself as a renowned industry consultant and founding faculty member of EGIA Contractor University. In our latest episode, host Mark Matteson talks with James about their histories in the industry, […]

In part one of a three-part series, host Mark Matteson relates his book, "Sparking Your Success," to the home services industry, illustrating various motivational techniques, self-improvement strategies and more that can maximize individual and company performance. Additionally, Mark responds to a Snapshot Survey question on whether training new hires who already have experience is necessary, […]

The founder and president of Power Selling Pros, Brigham Dickinson is a renowned name in the home services industry. Brigham, an EGIA Contractor University faculty member, is a leading authority on customer service and call-handling, and how they can drive sales within an organization. In the latest episode of the Contractor Coffee Club podcast, Brigham […]

In the third episode of the Contractor Coffee Club podcast, host Mark Matteson taps his unique background and shares some of the valuable lessons and singular strategies he's learned over his four decades in sales and contracting. Plus Mark answers contracting questions submitted by listeners and previews his upcoming webinar on how to achieve 75% […]

Every market is different, but there are some universal best practices in the home services field; tactics that can contribute to success in any city, any company, any year. In our latest episode, host Mark Matteson chats with his friend Rick Busby about some of the strategies and insights that have helped guide Busby's Heating […]

In the first episode of the Contractor Coffee Club podcast, host Mark Matteson shares 10 key human relations principles – inspired by Dale Carnegie’s book How to Win Friends and Influence People – that can help home services contractors make meaningful connections with their customers and coworkers. These principles reveal that the easiest way to […]