When the phone rings

Friendly but brief. Same script every time.

• Name, company, how can I help?
• Problem. Stop talking. Let them explain the whole scope.
• Urgency.

• Book it.

Then give them three options for the inspection. Not "when works for you." Three options.

• Before you hang up. Name, address, phone, notes on the project, and the appointment on the calendar. All in the CRM while they're still on the line.

When they text instead

Call them immediately. Do not text back and forth. If they don't pick up, send this and leave it:

Speed to lead

• Answer every call, and answer it with the script.
• Turn off call screening. A screened call is a lost call.
• The first painter to talk to them is usually the one who gets the job.

Lead clean-up, every day

• One hour, same time every day. Go through cold, warm, and hot leads.
• Block that hour off on the calendar now. Everything else schedules around it.
• Update the CRM while you're calling. If it's not updated, it didn't happen.

On the way

• Text when you're an hour out.
• Then call: "On my way, stopping for a coffee, you want one?"

At the door

The walk around

80/20. You talk 20 percent. They talk 80. No paint science. Talk about the project just enough that they feel confident in you. Ask these three:

• "Have you gotten any other quotes?"
• "Is your wife going to care about anything here, like colors, that I should note on the proposal?"
• "While my guys are here, is it okay to wash brushes on site or should we do it off site?"

Break the ice: "You want the bubble gum option or the full replacement?" Then, all jokes aside, present the two options.

Step away, then sit down

• Five minutes. Take pictures.
• Ask if shoes come off. If they offer a drink, take it. Ask where to sit.

The presentation

Have it up on your phone or iPad and scroll through it with them. You are collecting head nods. Go in this order:

• Name
• Address
• Phone number
• Email
• Timing
• "Let's go over the scope to make sure we're on the same page"
• Prep. Surgical.
• Confirm the areas of work
• Process and paint used
• Warranty
• "Did I miss anything? You feel comfortable with us doing the project?" One question. Only agreements.
• Show the pictures
• "So your total investment on this project, labor and materials, is X."
• Stay silent. First one to talk loses.

The three objections

You will hear the same three on almost every job. Have your answer ready before you sit down.

• Price
• Timing
• Other quotes

Stage 3: after the estimate

• Set the follow-up before you leave. A call date, and a task in the CRM.
• On that call: "Where are we at in the decision?" Based on what they say, close it or set the next follow-up. Never leave without one or the other.

Stage 4: closed job

With the client:

• Collect the deposit if you take them.

With your crew:

• Get the start date on the calendar.
• Put you, the sub, and the client in one group chat. Introduce the sub as part of your team. Perception is reality.
• The sub is responsible for the project from start to finish.

Stage 5: during the job

You are not on site. Two questions, every day:

• "Is the client happy?"
• "When are we going to be done?"

Stage 6: after the job

• Collect the money.
• Get the Google review when you get paid. It's on you to know ahead of time how the client is going to pay and how they're going to leave the review.

Finding and vetting subs

Everything above only works if you have subs you trust. The rule is leverage. You never need any one painter.

• Never be desperate. You always know where to find more.
• Sit down with them at a coffee shop before they ever touch a job.
• Set expectations up front: pay structure, what they handle from start to finish, materials.
• Collect the W9. No payment goes out until you have it.

Where to find them

• Call your local Sherwin-Williams rep and set up three meetings with subs.
• Post in three Facebook painter groups.

Check yourself every week

• Walk through your last two jobs: start, in progress, finish. Where did it break?
• Go back through each stage. What are you doing, what aren't you?
• What's the biggest bottleneck right now, and where is it coming from?
• Listen back to your calls. Read back your messages.
• Pick one thing to fix this week. One.