The Letter Close: How One Ask Can Win the Deal, Build Your Brand, and Fill Your Pipeline

The Letter Close: How One Ask Can Win the Deal, Build Your Brand, and Fill Your Pipeline

Guest: Christian Moore

What if one handwritten letter could close the deal, generate referrals, and turn your install into a reputation machine?

In this episode, Sam Wakefield sits down with Christian Moore—a rising sales leader who used a personal, simple, and powerfully intentional close to separate himself from the noise.

They break down the psychology of The Letter Close, how to plant seeds for referrals before the sale is even done, and what it means to truly “be someone worth buying from.”

If you’ve ever felt stuck, slow, or forgotten after the quote—this episode will change the way you look at every install and every conversation.

What You’ll Learn in This Episode:

• The story behind The Letter Close—and how it led to an immediate deal
• How to position yourself for referrals before you leave the home
• Why personal touches still dominate in a digital-first world
• What to do when momentum slows and you need to reignite your pipeline
• How to create inbound leads through 6-pack introductions
• Why trust, timing, and presence still matter more than tech or pricing

🎟️ Relentless: The Ultimate Sales Transformation – May 6–8, 2025 | Boston, MA

🔥 Tickets are 50% off right now through the event!

No code needed. Grab your seat and invest in the version of you who closes with confidence.

👉 https://www.closeitnowbootcamp.com

💳 0% interest financing available: https://www.closeitnoweasypay.com

📲 Let’s Connect:

Website: https://www.closeitnow.net

Instagram: https://www.instagram.com/therealcloseitnow

LinkedIn: https://www.linkedin.com/in/closeitnow/

Facebook Group: https://www.facebook.com/groups/closeitnow

⭐ Enjoying the show? Leave a review and help others grow.

👉 https://g.page/r/CbfnnDqTCwQdEAE/review

💡 Final Thought:

"You don’t need a complicated close—you need one moment of trust, done right."

Episode Transcript

(00:01):
Welcome to Close it now, thepodcast that's revolutionizing the
H Vac and home improvementtrades industries.
Get ready to dive deep intothe world of heating, ventilation
and air conditioning.
We're turning up the heat onindustry standards and cooling down
misconceptions.
And we're not just talkingabout fixing vents and adjusting

(00:21):
thermostats.
It's about the transformativemovement that's reshaping the very
foundation of H Vac and home improvement.
We're the driving force,inspiring top performers who crave
excellence not only in theirprofessional endeavors, but also
in fitness, nutrition,relationships and personal growth,
proving that we can indeedhave it all.

(00:44):
This is Close it now, whereexcellence meets excitement.
Let's get to work now.
Your host, Sam Wakefield.
All right, welcome back toClose It Now.
Today.
I am honored and privileged tohave this guest on Today.

(01:06):
This is somebody that you may have.
You're starting to see hisface on the promotion for the Relentless
event.
Also, make sure to check outthe video.
We've got a promotional videofor the event.
I'm going to make sure it istagged everywhere.
Throw it in the Facebook group.
It's all over social media.

(01:27):
Search Close It Now.
You're going to see thepromotional video for the Relentless
event.
This is Christian Moore.
He is several.
He's a lot of things.
He is an incredible family man.
He is a person of integrity, aperson of ethics.
He leads with his heart in ajiu jitsu maniac.

(01:49):
He's a monster.
So check out the cauliflower ears.
You don't want to cross this guy.
But one of the things that heis the best at is the emotional connection
in the home.
He's also my longest runningcoaching client.
So he knows the Close it nowsystem better than anyone on the
planet besides me and maybe mywife because she has heard me build

(02:13):
it for probably 15 years now.
But I'm so honored to havethis guy.
We're going to talk about somefun stuff.
We're going to talk about away that you can absolutely, like
destroy your competition byone simple request of the homeowner.
That is not what you think.
It's not asking for referrals.

(02:33):
It's not asking for your, youknow, this five star review on Google.
It's a lot simpler than thatand it's way easier than you think
it's going to be.
So we'll get to that here in a minute.
So I am honored and privilegedto introduce my good friend Christian
Moore to the show today.
Welcome, Christian man.
Sam, thank you for having me.
How can you not have a smilefrom ear to ear with an introduction

(02:55):
like that?
Dude, thank you for allowingopportunity today.
This is awesome.
Yeah, man.
Yeah.
So you know how we do these interviews?
You've listened to just aboutevery one of the podcasts, in fact.
This is really fun fact.
My wife and I did the math acouple nights ago, last night in
fact, and we were adding upthe number of episodes and just kind

(03:18):
of a rough number at 200.
And I think we're at 226episodes now.
Somebody.
So for all of you listeningtoo, here's the crazy part.
If you've listened to all ofthe episodes, you've listened to.
If you started the episodesand played them solidly without stopping,
you've listened to over eightdays of content.

(03:41):
The crazy part is there's onlybeen one topic I ever repeated as
well.
So there is just a massiveamount of value in the podcast.
So, Christian, we've spentover a week together, not in person,
but in Drive Time University.
Oh, man, that's awesome.

(04:02):
To quantify that kind of a number.
That blows my mind.
Yeah, it's wild, isn't it?
So you know how we start these interviews?
Well, actually, before we dothat, do a little quick.
What's in your cup?
I've got something.
I had to go pick up a potroast this morning for dinner tonight,
and we happen to have aStarbucks in our grocery store.
So what's in my cup today is aStarbucks cold brew with lavender

(04:27):
cold foam.
What's in your cup this morning?
We're running.
Fucked up energy.
Oh my gosh, dude, we stillgotta talk about how you're killing
your gut with those things.
It's all good.
Let's take a sip together andthen we'll get into this.
3, 2, 1.

(04:47):
Cheers, everybody.
If you're on YouTube, you cansee what's happening here.
Make sure to like andsubscribe on the YouTube channel
and share with everybody thatyou know could.
That could get some value fromwhat we're going to be talking about.
So let's dive in.
Give us a quick highlight reelof your journey.
Man, you weren't.
You've been in the industryfor a bit.
But tell us how you started,where, how your journey, you know,

(05:10):
where you were before, whereyour journey has landed and, you
know, especially thetransitions that you've made across
time, going from, you know,your first role in H Vac to where
you are now.
Oh, man, I would love to.
So not a super crazy story,but still an interesting one nonetheless.

(05:31):
Actually lucked out gettinginto heating and air.
At the time, I was a caregiverfor adults with special needs.
My wife and I were doing thesame job.
She worked days, I worked nights.
And one of my best friends,Isaiah, and I used to go to this
gym every single day.
And we just were polite toeveryone that we met.

(05:52):
Hey, how's it going?
How's the family?
And one day, just so happens,we were polite to the right person,
gentleman named Dave.
And he asked, you know, hey,what do you do for a living?
And have you ever thoughtabout doing heating and air?
Like, I don't know what that is.
I know you touch thethermostat and it's colder, it's

(06:12):
hot.
So it's a little bit more than that.
Call this number you're goingto interview.
And there's only three thingsI need from you.
Show up, have a good attitude,and don't quit.
Said, oh, man, I can do that easy.
Little did you know what youwere getting into, right?
Oh, yeah.

(06:33):
So I did.
It started out with actuallyone of your previous guests, companies
that he was with.
Scott Silvan, Bell Shout Out.
Started at Bell brothers outin Sacramento, California.
Wow.
And started out as an install helper.
I didn't know a screwdriverfrom a hole in the ground and went
through a lot of hard lessonswith the lead that trained me that

(06:55):
first year and a half, Becamewhat they called a crew lead.
So I started running jobs fromthere and was running crews there
for about two years.
My wife and I wanted to lookat another opportunity and get the
heck out of where we wereliving at.
So hopped a red eye flight,flew out to Texas at the referral

(07:16):
of a good friend of mine,James, who's now working with the
company I'm at now.
And I just said, hey, man, I'mwith the biggest heating and air
conditioning company in my area.
I want the biggest, best nameone that's over there.
Yeah, go talk to this company,John Wayne.
They're great.
I go, okay, what if thatdoesn't work?
If that doesn't work, call me.

(07:39):
Walked in the front doorasking to talk to the install manager.
Debbie, who was the one at thefront desk, looked at me like I was
crazy, said, okay, we'll fillout this application.
HR took me back.
I met with the installmanager, and I simply just handed
him my phone and said, hey,here's the last two years of the
jobs that I've ran.

(08:00):
He looked through them.
We played 21 questions, and itwas, okay.
When do you want to start?
I love it.
So you built your own, Builtyour own resume just in the pictures
of the jobs on your phone then?
Yeah, that was it.
It was, here's the work that I do.
And flew back.
We got our affairs in order,drove out here in January of 2019

(08:24):
and started two days later.
Ran cruise here at John Waynefor, oh, gosh, two and a half years.
Almost a year and a half intothat, they put out an open application
for anyone that wanted to be acomfort Advisor.
And I'm in an attic on aFriday with my best friend Jake Daly.

(08:46):
And I'm like, hey man, did yousee the message?
And he's like, we don't havetime for that.
We got to do this.
I threw my name in the hat.
I get a phone call from theinstall manager of what the heck
did you just do?
No one's applied to be a CAfrom the install department.
Everyone goes through theservice path.
And I just said, you know,well, okay, am I not allowed to?

(09:09):
Right?
And he goes, no, just no one'sever done that.
Well, I don't want to do this forever.
My body hurts.
Went through the rounds ofinterviews, went through some training,
didn't make that first goaround in May of 2020.
So I put my head down, didn'tthink anything of it.
I said, all right, install forlife, let's go.

(09:32):
And just so happens In June of2021, I get a phone call out of the
blue from the sales managerasking, hey, were you still interested
because we have spot open.
Well, yeah, of course.
So finished my Last install at12:30 in the morning and rolled into

(09:53):
training to become a ComfortAdvisor at 8:30 the next day.
As.
As you do.
Yeah, yeah.
And the guy that came in, thatwas just starting in the trade as
a CA looked at me like I was crazy.
I'm talking long Justin Bieberhair, shaggy beard.
And the best part is I gotstung in the eye by a red wasp on

(10:15):
my last day in the field.
So just a Forest Whitaker,just mess.
So went through some training,did a couple days.
You're listening for us.
We love you.
Shout out.
Forest Whitaker.
Did some ride alongs, did sometraining, and then was told, okay,

(10:36):
go do it.
And I've been doing it foralmost four years now.
Almost four years now.
Wow.
Well, take us through a littlebit of your CA journey because it
hasn't always been roses fromwhat I know.
No.
So I'll tell you that I excelat getting kicked in the teeth and

(10:58):
standing back up again.
And my journey as a comfortadvisor has been Just that first
day, they put me out in thefield, I stumbled through my first
sale on my first call andthought, man, this is easy.
And oh, how you didn't knowwhat you didn't know, right?

(11:18):
Exactly.
So I went through.
We have a process at mycompany that we follow.
And at the time there wasn'tmuch, you know, fine tuning or tune
up of your calls or anythinglike that.
It was just, well, why aren'tyou doing what you're doing?
So eventually me and my friendCody, who was the guy that got hired

(11:41):
on at the same time with me,started opening our eyes like, okay,
well, let's figure out how toget what we're missing.
We start getting into somesales trainings, communication training,
and it did a little bit for us.
We brought in a trainer forthe company that worked for a little
while.

(12:01):
And eventually I'm going toskip into August of 2023.
One of the selling techs thatworks with us told me, hey, check
out this podcast.
And I go, okay.
He goes, yeah, the guy livesup in Austin.
His name's Sam.
It's close it now.
So I jumped into the podcast,joined the Facebook group.

(12:22):
You were doing a livetraining, and I asked a question
that was just sodiscombobulated that you called me
out on it on the spot andsaid, hey, this is why we need to
learn how to ask betterquestions right here, because I can't
understand this.
And you and I connectedoffline for a couple of hours on
a phone call and we startedworking together from there.

(12:45):
And I'll tell you that it'smade what I do for a living so much
easier and so much more fun,and it's so great.
I love that you use the wordfun in that because that's everything
with what we do in life.
It's like, why would you do itif you hate it?

(13:05):
It's like, find something elseif it's not fun.
Yeah.
And I mean, let's face it,most homeowners aren't happy to see
us when we show up.
So we have to knock down thatwall of resistance as fast as possible,
as professional as possible,and get to a point where everyone
can have fun and just serve,because that's where it's.

(13:28):
I love it.
This is really fun.
I didn't realize that's howyou had applied for install, but
it makes total sense with whatwe're going to talk about today.
So this is something that is.
The process we're about totalk about is not new to you.
It's just A different format,which is really interesting.

(13:50):
So why in the world did you do that?
I mean, I'm just curious whatgave you the idea to just keep a
solid record like that and tobe able to take it forward?
You know, that was an accidentas well.
It's like most companiesacross the country, you know, when
you're finished with theinstall, you're going to upload photos

(14:10):
of the completed work.
Sure.
And I was just a lazyinstaller that didn't delete any
of his photos.
So I had a full blown albumof, no joke, two years of installs.
Oh, you're, you're not.
Are you kidding?
That's common was all thejokes about when she grabbed my phone
and what is she looking for?

(14:31):
Things that we see all these,like, videos on the Internet and
it's just pictures of projectsfrom over the years.
Ductworks, roofs, attics,crawl spaces.
It's like, well, there'snothing in here.
It's like, well, yeah, that'smy life now.
Go back through my GooglePhotos, it's ridiculous.
I'll have like one or twopictures of my kids and 85 pictures

(14:52):
of jobs in between.
Yep.
It's no fault of our own.
It's just what we do for a living.
Yeah.
And then we, of course, getthe, you know, we're driving down
the street with our familiesand the classic, oh, I worked in
that house.
I worked in that house.
It's.
I don't think you can breakthat because I, I do that to this.

(15:13):
Day, whether I'm still in the field.
Slinging equipment or not.
It's like, okay, yep, I putthat one in.
I quoted and sold that one.
Let me know.
And my wife's like, what arewe doing?
We're trying to go out to lunch.
Yeah.
But I was here.
This is fun.

(15:36):
I love this because I knowthat 99.9% of everybody listening,
it has the same experience.
This is a fun, shared moment.
We have no unique experiencesas a people.
Oh, my gosh.
So let's get into a bit ofwhat we're going to talk about today.

(15:58):
So you are going to be one ofthe speakers at the relentless event.
And I wanted you to do thispiece because of as much as I travel
around the country and I meetreps all over the place, if they're
selling techs or they'recomfort advisors, project managers,
whatever you want to callyourself, it's the same role, basically.

(16:20):
And I think that you do thisbetter than anyone I've ever seen.
And I wanted to reallyhighlight that in a way that there's
so much value here thateverybody can get.
So what we're going to talkabout today for everybody listening
is Christian has books, threering binder full of handwritten,

(16:47):
full page almost every timereferral letters from homeowners.
Now for we've worked togetherfor what a year and a half now, probably
something like that.
And this entire time,everybody, he'll go out on call it
three appointments in a day.
And two out of three of thoseare writing a letter for him.

(17:10):
It's a about 60%, roughly 2/3are writing letters for him.
And it's blown my mindwatching this along the way.
And I'm so excited that we'regoing to share this with you because
first of all, tell us some ofthe reasons why this is important
and how it differentiates youin all the different reasons in all

(17:35):
the different ways.
Man, that's a great thing totouch on.
So let's talk about thecompetitive bid space, right?
You're going to be one of 2,3, 5, 6, 20 people that are stepping
into this home and they don'tknow you from Adam.
They don't know who you are,they don't know what you do or how

(17:57):
you serve people.
Now the reasons why theycalled your company can be anything.
Most people nowadays are goingto go to Google, they're going to
look at reviews, they're goingto look at some good ones and some
bad ones and make the decisionon who to call out at that point.
The biggest reason why I lovethese letters is because it's how

(18:20):
I serve my clients.
Regardless of the company oranything else.
This is how I am and how I'mgoing to continue to be.
It.
It's basically your resume.
So like you mentioned with theinstall photos on my phone, it's
the same thing.
And I have, you know, no jokein that book.

(18:44):
Any reasons from, you know, hewas just nice and he listened to.
He loved my dogs and none ofthe other people that came out loved
my pets like I do.
Patience, understanding, Imean it's everything.
And when I hand that over to ahomeowner and they look through it,

(19:05):
it's creating such a warm,glowing effect with them that they
know, like, yes, I am here asa sales rep, but I'm not here to
sell you something.
I'm here to find out if I caneven be of service to you and if
I can, how can we navigatethis together to make this as easy

(19:25):
as possible for you.
I love this so much and youknow, for so many Kind of go back
to the differentiation alittle bit.
You know, there's.
Yes, we're always workingtowards, you know, Google reviews
and we're planning thatcredibility flag at the beginning
so we can use that catch allobjection handler or close.

(19:48):
And if you don't know what I'mtalking about, everybody make sure
to get to the event becausethis is what we're going to be covering.
But a lot of times in markets,you know, the San Antonio is no different.
Austin was the same.
You know, everywhere I travel,it's very similar.
Yes, you might be at the mostincredible premium company in the

(20:09):
area.
However, there's one to fiveother companies who on paper look
identical.
You know, maybe they have thesame amount of reviews, maybe they
have more reviews, maybe theyhave a higher.
Maybe you're a 4.8 andsomebody else is a 4.9 or a five
star rating.
So, you know, initially that'sthe race for the Google reviews is,

(20:32):
oh, this is going to be a big differentiator.
Yes.
But also now there's othercompanies that look the same.
So that's why they call thetop three or five because, hey, they
read through their views andwell, this might as well be the same
company in the homeowner's mind.
So how do we differentiateoutside of that?

(20:53):
And this is such an incrediblepiece for that.
So take us into a little bit of.
And I'm going to say this,Christian's not saying this for everybody
on the, on the call too.
We, we know in this industry,you know, there's not unless you
own the company.
And even in those cases, not alot is permanent.

(21:16):
Right.
People move on.
People go to differentcompanies, you move.
That's a beautiful part ofthis industry is, you know, say you
want to move your familyacross the country, you can have
a position before you ever getthere when you achieve a certain
level of quality of ability.
And in fact, when we moved toAustin, I told my wife, I was like,
where do we want to go?

(21:37):
You know, we were looking atColorado, we were looking at wherever.
I said, throw a dart.
I can have a job anywhere we go.
This is easy once you hit a,you know, level of achievement.
And so that's awesome.
And we can even go to, say,Australia and you have a job before
you even get there.
So the cool part with that isa book of how you treat your clients.

(22:01):
You talk about a resume.
That's absolutely what it isbecause then you can go through there
and you walk into the newplace and you show them that this
is how I treat my clients.
The conversation is not goingto be, well, you know, how do you
work with a team?
And you know, the traditionalinterview questions, it turns into,

(22:21):
when can you start?
And it's beautiful.
I kind of did the same thingwhen I applied.
I put together a wholeslideshow of awards that I was standing
on stage with the distributorswinning of top sales awards and that
type of thing.
And I had a picture of ourentire wall of 10 years in a row
of dealer of the year.

(22:42):
And when I walked into the newplace when I moved to Austin, this
happened to be the samedistributor, the owner of the same
distributorship.
And asked the owner of thecompany here, I was like, you know
who this guy is?
Right?
Here's him handing me my award.
And he's like, so after a twohour, the initial interview that

(23:04):
was scheduled for 25 minutesturned into two hours later, and
I walked out with a position.
And so this is the type ofthing that happens when you become
that professional and you havethis type of a resume, which is this
book of referral letters from homeowners.
So it's so powerful.
So for everybody out therethat's thinking about this, there's

(23:24):
one more reason on the otherside of the same coin to differentiate
yourself in the marketplacebetween other people that are applying
for the same position.
So with that being said, andagain, that's my perspective here,
this is not Christian sayinghe's moving anywhere or anything
like that.
But I just want to make sure.

(23:45):
But so tell us a little bit about.
Let's get into the nuts andbolts of this, the mechanics of.
What does this conversationsound like?
Because I know a lot of peopleat first glance, are they, oh, man,
this is a big ask.
I don't know if I could asksomebody to handwrite me a letter.
That's a lot of work.
So where do you start in yourprocess, in your appointment?

(24:09):
Where do you start plantingthe seed?
Where does this conversationfirst come up in the appointment?
So it depends on a couple of factors.
The biggest one is whether ornot you've already started this.
Because if you haven't, theway to start it is to just ask after
an appointment, after you'veclosed a project and the homeowner's

(24:29):
happy with everything.
It's, you know, hey, Sam,first off, congratulations on the
project.
You guys are going to be blownaway by how different your home is
going to feel.
And I know you're going tolove it.
By the way, would you minddoing me a favor real quick?
I'm working on Something alittle bit different.
You know, obviously, we wouldlove if you would leave us a Google

(24:52):
review that really helps usout tremendously.
But what I'd like to do isshare your story with other homeowners
who might be in the same situation.
So with your permission, I'dlike to ask you for just a handwritten
letter that I could build abinder out of and then again share
your story with anyone thatmight be in the same spot moving

(25:14):
forward.
Would that be all right?
Wow.
So let's.
Let's unpack this a little bit.
And I love the permissionquestion in there, of course.
But for everybody listening,there's a lot of things that happened
there.
One, the first part of it waswhat I'd like to ask you a favor.

(25:34):
There's a lot of power inasking for a favor once they've already
gone through the process andsaid yes.
The second part that stood outto me was you didn't say review,
you didn't say testimony.
You said, I'd like to shareyour story.

(25:57):
Yes.
So tell us a little.
And you came up with thisverbiage on your own.
I had no part with this.
So tell us how you came upwith that little.
And does it sound the sameevery time, or is it just variations
on the same type of a question?
I mean, it's essentially thesame every time.

(26:17):
And I will tell you thatalthough you didn't directly have
an impact on how I tee up thatscript of sharing your story, you
actually did from one of yourpodcast episodes about the video
testimonial interview softwarethat you use.
And in that podcast episode,they said, you know, everyone wants

(26:42):
to feel like the hero of their story.
And it really resonated withme because everyone's situation is
unique to them, and if you canhelp them become the hero of their
own story, they're going tochomp at the bit to be able to share
how great that experience was.
Beautiful.
Yeah.

(27:02):
And so what Christian'sreferring to, that's actually episode.
Go back and look for theepisode with share one with Dan Levens.
In fact, this is.
I'm glad that you brought that up.
Him and I are working on areally cool program that is going
to be an opportunity foreverybody to just sample his product
and get some testimony videofor a free testimony video to try

(27:27):
it out and see if you like it.
So everybody watch for that link.
I'll make sure the link is inthe show notes.
So, quick side note, but it'sreally fun.
But coming back to this, Ilove that you picked up on that.
That's really powerful.
So the nugget, that wasn'teven about what we were talking about.
You applied it into this variation.

(27:50):
So that's if you don't have a book.
So go through that again realquick because I know it was first
glance for everybody.
Break it apart just a littlebit more on where this happens.
So you've sold the job.
They're happy with it.
Is this before you leave thehouse the first time?
Is this when you come back?

(28:11):
Does it matter?
Could you get, you know, wheredoes it work the best?
So, man, that's a great question.
So I'm personally a fan ofasking for it while I'm still in
the house.
I leave some.
Some videos and some busy workfor me to do at the end of the appointment.
So that way I'm going to step away.
I don't want to be thehelicopter parent looking over their

(28:34):
child's homework.
I want them to have some timeto cool off.
And one of the neat thingsthat I've studied on recently is
that as a homeowner is writingthat handwritten letter.
That cool off period issolidifying all the reasons why they're
happy with the decision thatthey've made today.

(28:56):
And I'll tell you, I've yet tohave a cancellation from anyone that's
written a handwritten letterwith me.
No doubt.
It's.
Everyone is just so excitedthat we were able to come in and
take care of them the way thatwe do as a company again personally.
So circling back to what you said.
Yeah, we'll break it down stepby step.

(29:17):
The project is closed.
You've already got everythingready to go on your iPad, computer,
whatever you use.
And, I mean, you have tocongratulate them.
First off, if this is a bigdecision, big purchase.
And again, because this isn'tsomething fun, you have to try to
put that emotional bow on itat the end.

(29:38):
Hey, Sam, first off,congratulations on your project.
You're gonna love the way thatthis house feels, and you're gonna
be blown away by how we'regonna take care of you.
By the way, could I ask youfor a favor?
Got it.
So there's the segue rightinto it.
Right into it.
And if you've done your jobright, you've developed that level

(30:01):
of relationship connectionwith that homeowner.
This favor is no big deal at all.
So every time it's asked,it's, yeah, what do you need?
Hey, I'm working to dosomething a little bit different.
You know, obviously I Wouldlove if you guys would leave us a
five star review on Google.

(30:22):
That helps us out tremendously.
But what I'd like to do is askyou for a handwritten letter to share
your story with otherhomeowners like yourself that are
searching for the right personto take care of their needs.
Would you mind just doing thatwhile I step away to get the last
couple of things I need to getyour job scheduled and squared away

(30:45):
with no problems.
Would that be all right?
Beautiful.
And so then when you say yousave videos and stuff, that's where
you're going.
So you've saved a fewmeasurements and, you know, video
and the work, the work siteand all of that for the crew to pass
that information forward for your.
For your retro teams.
Right, exactly.
So whether or not you take avideo during your investigation,

(31:09):
great.
But I don't know what thehomeowner's going to pick at that
point.
So once they've alreadynarrowed down a project and that's
what we're doing now, I'll goback and say, okay, hey guys, this
is what we're doing here.
It's going to be an upflowheat pump system in the closet.
We're going to do this returnaero seal, the whole nine yards.
And it's just some busy workto get me away from the homeowner.

(31:33):
Sure.
They feel like they're in asafe space to write out their thoughts
and feelings.
So even if you don't trulyhave more measurements to do or whatever
you're going to, you're goingto come up with look over things
again.
Really.
And the point is to give themmaybe five minutes to sit with themselves

(31:53):
without you there.
That's exactly it.
It's almost like the porchlight close, but it's the letter
close.
In a way.
It reinforces the clothes.
Okay.
So that's if you don't have a book.
So that's the ask there.
It's like, hey, I want tostart something different.
So how long do you use that?

(32:17):
Is that just for the firstletter or do you use that kind of
early on?
Kind of like playing the newguy card at a new job or something?
You can.
I find after the first ask,once you start building up this book,
it just gets easier every time.
Okay.
Because once you have a fewone, you can use that in your process.

(32:39):
I'm a fan of depending on thehomeowner's readiness to follow me
around the house when we investigate.
If they're going to be with methe entire time, I'll bring it Out.
After I've done investigation,I'm plugging the measurements in
on my iPad and I'm in the corner.
Just quiet.
I'll explain it exactly like this.

(33:01):
Okay, Sam, I've got all my measurements.
We've done the investigation.
I'm going to be over here inmy own little world for a little
while.
If you'd like, I have somereading material for you I think
you're really going to like.
This is a book of handwrittenletters from homeowners like yourself
as to why they work with notonly John Wayne, but myself specifically.

(33:25):
You might find some reasons inthere that are similar to what you're
looking for.
You might find some that are.
Are just going to make youlaugh, but please feel free to dig
through it.
I'm going to be over here andI'll let you know when I have everything
squared away.
Nice.
So it gives them something todo to keep them engaged while not
only reinforces all of thereasons, but it just gives them something
to do so they're not sittingthere bugging you and peppering you

(33:48):
with questions while you'retrying to build your project too.
Exactly.
And if the homeowners are thetype that they don't want to follow
you around, you've done your.
Your investigating and yourdiscovery with the homeowner, and
then you're going to break offand investigate the house.
It's essentially the same thing.
Okay, guys, at this point,we're going to go start the measurement

(34:10):
side of the appointment.
We're going to take a look at everything.
Would you like to come with meor do you just kind of want to hang
out?
Oh, no, please.
You guys have free reign inthe house.
Do what you need to do.
Yeah, okay.
You're kidding.
It's 105 out there.
I can't even imagine what itis in the attic.
I'm not going up there.
Well, you know, did you knowthat every house comes with a free
sauna?

(34:33):
I love those.
Keep it fun, everybody.
I love these one liners, too.
Yeah.
I don't know why people pay agym membership to sit in the sauna
when you could just sit inyour attic for free.
But yeah, it's.
If they're not going to followyou around, it's the same thing.
Okay, I'm gonna go be in myown little world, taking a look at

(34:54):
everything, learning your house.
If you'd like some readingmaterial, I've got this book of handwritten
letters from homeowners likeyourself as to why they work with
my company and Myself specifically.
Some reasons may be exactlysimilar to what you're looking for.
Some may make you laugh, andsome may just be one off, off the

(35:14):
wall reasons.
Sure.
Feel free to dig through it.
I'll be back shortly.
So is this inside your bragbook or is this a totally different
book than the book?
You've got your before andafter pictures and all of the other
collateral that you use forthe company.

(35:34):
So everything that we use fora brag book, I have on my tablet.
Got it.
So this is a separate binderthat comes in with me.
I have a clipboard with mynote paper.
I've got a scratch pad under it.
And then I have this binderready to go.
And then obviously my tablet,so that comes in with me every single

(35:56):
time.
Got it.
Okay, so, so now you've got,say, a book of, you know, 10, 20,
30, 50 letters, actually.
Do you have any idea how manyyou have?
Do you have a number at this.
Point in this book?
I'm probably close to 50.
50.

(36:16):
Okay.
Yeah.
Geez, that's incredible.
Okay, so now that you have somany, is the ask at the same place
and does it sound the same?
It's so it's at the same place.
It does not sound the same.
In fact, it gets so easy onceyou have a book built up that it's
teed up exactly the same way.

(36:37):
So.
Hey, Sam, first off,congratulations on your project,
man.
You're going to love this thing.
When it's all said and done,you're going to be blown away by
how we're going to take careof you.
By the way, remember that bookthat you read while I was doing my
thing around the house?
Do me a favor and just addyour story to my book.
I'd really appreciate it.

(36:58):
Wow.
And so now they're excited toget to get to help build it then.
I've had homeowners that whenI ask that, like, I mean, no joke,
I have been waiting for you toask this entire time.
Give me the paper.
Yes.
Wow.
That's awesome.
Oh, how cool.
It's.
Man, it really is the neatest thing.

(37:19):
And as a bonus, I'm sure manyof the listeners in here, myself
included, we've all been in asales slump, right?
So you're doing your job,you're getting kicked in the teeth,
and you're trying to figureout, like, man, what am I doing wrong,
right?
What changed?

(37:39):
What changed?
What's the problem?
Selfishly, those letters arefor me because when I'm in a bad
space, mentally, I'll take 5,10 minutes in my truck, and I'll
start reading through thoseletters, and I'll mentally get back
into that headspace of howgreat it felt to ask that homeowner
to share their story.

(38:01):
And it's like, okay, no, thisis who I am.
This is what I do.
May not have been the rightperson that I was talking with, but
the next one will be.
And it just.
Man.
Like a flood that washes over you.
You're like, okay, let's gocrush this.
Yeah.

(38:21):
So I love this so much becausenow we're starting to talk about
identity.
Yes.
Which is a whole different animal.
And identity and mindset.
So unpack that a little bitfor us.
Because I would say, and Ithink you probably agree with me,
that, you know, that that isthe biggest.

(38:44):
If we're a ship in the ocean,the mindset and the identity is the
rudder that determines who.
Where it heads.
You know, if we're in a slumpor if we're, you know, crushing it
and cruising over the wavesand going exactly where we want to
be.
I'm sure you probably.
I know you agree with that,but tell us a little more about.

(39:06):
So.
Because this is.
I've been seeing a lot ofcomments on Facebook and getting
a lot of messages lately aboutpeople being in slumps, especially
right here at this time of year.
With date of recording,everybody is April 11th.
So we're in that part of theseason where the weather is just

(39:27):
perfect.
So what we're hearing is, oh,I'm just.
Just thinking about it, justkicking them tires, want to, you
know, just see what it's like.
And there's no.
It doesn't seem like there'sthis urgency from homeowners.
They're relaxed a day isicalin their process.
And so a lot of people getinto a slump this time of year, and
they're like, oh, nothing's moving.

(39:49):
Nothing's selling.
But then somebody likeyourself and the people that are
crushing it, they'rewondering, what's the difference?
It's all attitude and mindset.
It really is.
You have to start your day offon the right foot.
You and I have worked on anaffirmations list together, and I
have that saved on my notes onmy phone.

(40:11):
Everything you do from thetime you wake up has to be with intent
and purpose.
If you get up and you're thekind of guy that's like.
Or gal that just thinks, like,yeah, I'll figure this out on the
fly.
Like, first off, I'd like tothink that I thrive in chaos.
And hey, maybe it does workout for some people, but holy cow,

(40:34):
is that mentally draining.
You are constantly on high alert.
If you can wake up to astructured day where you know what
you're going to do and whatyou're going to feed your brain and
body at every point of theday, it just takes that little bit
of tension off your plate tofocus on building that relationship

(40:56):
with the homeowner, doing yourinvestigation properly, co creating
a project that everyone'shappy with and at the end of the
day, trying to help someonebecome the hero in their own story.
Love this.
I love the theme here is youkeep coming back to that as helping

(41:18):
people be the hero of theirown story.
So what I'm picking up is thatdoesn't make you.
It doesn't make all of theeffort just lay on your shoulders.
No, you're.
You're only a facilitator totheir journey.
Scott Sylvan Bell said it bestthat our job is to be the tour guide

(41:42):
for the homeowner in this process.
We're just here to point somethings out to them, but they're going
to leave themselves where theywant to go.
Right.
I love this.
So.
And of course, that is inalignment with, you know, the way
that I, the way that I train of.
We're co creating this projecttogether with them.
You know, when they takeownership of this project, it's a

(42:04):
lot harder to say no tosomething that you built.
It's like you built it okay.
You know, it's like, you know,you cook your own food, you eat it.
Yeah, exactly that.
I mean, I don't go to car lotsa whole lot.
But imagine if you go, let'ssay you want to go look at a truck

(42:26):
right now and you want an F150that's sitting on the lot, and the
sales guy comes out, you sitdown at his desk and he just turns
the screen around.
Okay, well, go ahead and build it.
And you pick the platinum trim package.
You decide, no, let's not do a 150.
Let's do an F350.

(42:46):
Do the tire and rim package,let's do the advanced protection,
all of that.
And then when the rep says,okay, well, that's going to be $135,000,
and your heart stops for asecond, you say, well, that's ridiculous.
What is he going to say?
Well, you put in everything in here.
Do you not want that stuff now?

(43:08):
Yeah.
What can we take out?
Yeah, not.
Let's discount this.
Okay, what do you want to giveup to get your price down.
What problems do you not wantto solve to get that price down?
It's the same thing with whatwe do.
I love this.
So let's turn the corner alittle bit because I know that.

(43:30):
So for everybody listening,this will be a bonus on this episode.
We've got some time becausethere's another piece of your appointment
that I am a raving fan of howyou handle this.
And it's when you, at thebeginning of the appointment, there's
something that you do.
Of course, everybody that'slistened to, you know, Waste no Day,

(43:51):
Chris Voss has been on thatshow a couple, two times.
So if you haven't, go listento the Chris Voss on Waste no Day.
And of course, Reid neversplit the difference, but he talks
about what is called anaccusation audit and putting labels
on things.
And so I love the way that youdo this at the beginning of the appointment.

(44:13):
We've talked about thisverbiage before.
I'd love for you to kind ofunpack that a little bit for everybody
because, you know, foreverybody listening, this last solo
podcast that I released thislast week, go back and listen to
Setting the Container.
So I'm in the series right now.
It's going to be a nine partseries on controlling the energy

(44:34):
in an appointment.
And this is huge for that component.
So talk a little bit about howyou start your call and how you start
your appointment and the waythat you do your accusation audit
to basically get the elephantsout of the room first.
Man, I love this because I wasjust talking about it last night

(44:56):
with a friend of mine thatjust moved into a technician role
after installing for, gosh,15, 16 years.
And the, the accusation auditisn't something that needs to be
forced or strong armed or doneevery single time.
Sure, it's got to be that intuition.

(45:16):
And for all of us that areprofessionals in the home that have
been doing this for a while,you know, when there's some tension
in the air, you could see thebody language, you can hear the tonality
and how short the homeowner isgoing to be with their answers.
They're really resisting atthe beginning.
The arms are crossed, they'renot really engaging.

(45:38):
It's one word answers.
And so you have to be able toaddress that because if you just
blow past that, we call it ayellow light, people will pass that
yellow light and you strongarm your way to the presentation
and then try to ask for thesale, you're going to get all the
objections that you know aregoing to happen.

(45:59):
So what you need to do is, you know.
Look, Sam, it seems to me likeyou're not really excited about this.
I'm sure that before I gothere, you and your wife were thinking
that, you know, I'm the bigbad sales guy.
I'm going to lie, cheat, andsteal you out of your hard earned
money.
I'm gonna embellish stories tomake things seem like they're worse

(46:20):
than they are in your home andjust generally be a piece of crap
guy.
I want to let you know rightnow that's not the case.
That's not my job today.
My job is to find out if I'meven able to help you right now,
because I don't know if I can.
So what major concerns do youhave at this point so that we can

(46:41):
get them in front of us andmake this an easier process today?
Wow.
So there's two things thathappen there that I'm hearing.
One is, of course, well,there's more than two.
There's at least three or four.
But the ones I want tohighlight that I just heard, first
of all, the awareness torecognize that something's off.

(47:08):
So we talked about it a second.
The arms are crossed.
The short answers, tell me howit feels.
Because that's a differenttype of observation.
How it feels like with the homeowner.
Yeah.
So the energy that you'refeeling in that moment, like, what's

(47:29):
going on in your gut, that'sstarting to send up those red flags
for you, man.
It's almost like your spideysenses are tingling because you're
going through, you know, yourprocess, your introduction, your
agenda, your discovery, and itjust feels like you're not getting
anywhere.
Nope.
No problems.

(47:50):
Utilities are fine.
There's no issues with dust.
No allergies.
Nope.
Everything's fine.
And there should almost belike that red flag moment in your
mind of like, okay, well, ifyou're not helping me, how can I
help you?
Right.
So if everything's fine, whyare we even here?
Exactly.
Are you just doing thisbecause you're bored today?

(48:12):
Do you really have somethingthat you're just.
You're holding tight to yourchest and you don't want to share.
And so you have to be able torecognize that.
And it takes time.
Let's not shy away from that.
Sure.
It takes repetition.
It takes getting kicked in the teeth.
More than a couple of times,missing that piece, and then realizing

(48:32):
when you debrief, you spenttwo more hours in the house, and
then you leave and you'relike, oh, my God.
I realized I Lost it in thefirst five minutes, and I didn't
even pay attention to it.
Yeah.
So the first time that thishappened for me, on accident, I just
listened to.
Never split the difference.
For the second time.
A little over a year ago, I'mon an appointment.

(48:53):
Discovery went great, in myopinion, with one little exception.
The husband did not engage much.
The wife answered every singlequestion that I had with so much
data.
So we sit down.
We found some issues in thehouse, did some duct modifications

(49:15):
in addition to the fact thattheir unit was bad.
And we're working through thedesign portion of the project.
And the homeowner going to useGeorge for reference today, although
that's not his name.
The names have been changed toprotect the innocent.
He's just kind of scrunched upin the chair, and the wife is just

(49:35):
all in, like she is owning her project.
And I look over and George issitting there, and I go, hey, George.
And what's going on?
You.
You don't look excited forthis thing.
Is.
Is anything the matter?
Any side?
And he uncrossed his arms andhe said, you know, we've been talking

(49:56):
about doing this for five years.
And I'm beating myself upbecause, what was this?
What would this project havecost five years ago?
Oh, big one.
And it was like all of asudden, like, okay, that was your.
That was your trigger.
And I said, you know, George,I don't know what it was five years

(50:18):
ago, because I wasn't in thefield doing this at that time.
I was the guy putting this in.
I go, but, man, I don't wantto know what it's going to look like
in another five years.
And he goes, yeah, me neither.
Whatever she wants.
Let's get this done.
Wow.
How differently would thathave gone if you'd not picked up

(50:40):
on that and recognized it,though, and really called that.
Out, man, I feel like thatwould have been a cancellation because
that was a question left unanswered.
Wow.
So kudos for recognizing it.
That's for sure.
It, man.
Thank you.
And like I said, that was an accident.

(51:01):
And I.
When I walked out of that calland I debriefed, I'm like, man, what
was that?
That was really powerful.
And I start going backthrough, never split the difference.
And I realized I just took thebullets out of his gun that he was
holding.
Yeah, you put a label on itand recognized.
Called it out, and then, youknow, gave him the.

(51:21):
Basically the permission toopen up and tell you exactly.
Wow, that's beautiful.
So in this.
In this process, when we're,we're, we're pulling the bullets
out of their guns, right.
When we, we're shooting, youknow, we're firing all the bullets
into the air and just callingus, we're calling our own self out.

(51:42):
We're putting our own self onin the firing line before they even
ever.
I've heard, you know, ofcourse, Brian on waste no day talk
about this.
It's kind of like back in theold Eminem movie when the last rap
battle, Woody just goes offand rips himself apart before the

(52:04):
other guy can.
And he had nothing left to say.
Exactly.
Then keeps going.
And there's just so much powerin that.
Holy cow.
Yeah, you're right.
That's exactly what's going on here.
I mean, anyone that's in homeservices, in home sales, you should

(52:24):
already know what the worst ofthe worst things that people could
ever think or say about you are.
And I mean, not to be a hugepessimist on this, but what if that
homeowner that's not openingup to you is thinking the same thing?
You have to label it like yousaid, and just completely disarm

(52:45):
them.
And it's either going to goone of two ways.
They're going to open up andtell you what's really going on,
or they're going to double down.
And if they double down,that's okay.
They're never your client tobegin with.
And you just know that you mayhave potentially saved a whole lot

(53:07):
of time, energy, resources andmental strength when they were never
going to do anything with youto begin with.
Sure.
So it's really neat, man.
It either works or it doesn't.
True.
But like everything, I mean,I'm never going to be the trainer
that's says, oh, you're goingto close every deal.

(53:29):
And when, you know, when we doQ and A at my trainings, you know,
people are always asking, hey,I had this situation, this happened,
this happened, I didn't sellit, you know, God, there's so many
trainers in the industry thatsay, well, you didn't say this part
of the script.
Right.
Or you didn't do this in your process.
Well, no, we're not going toclose them all.
That's just not possible.

(53:50):
Not a single person on theplanet closes every single job they
step into.
To no, it's whether it'scircumstance, personality, or anything
in between times, it's justnot a good fit.
And that's okay.
You can't yourself up on it.
You just have to do what youdo and if they were never going to

(54:11):
work with you, that's fine.
Person is beautiful.
And for everybody, forperspective for everybody, when we're
talking about closing, youknow, there's a balancing act.
So I'm just going to runthrough this super quick because
I've been really trying latelyin the last several episodes to speak
to a lot of people who are alot newer in this process and say

(54:34):
it's your early in your salesjourney and there's some things that
you have to know and somethings you have to remember.
Because when I talk to a lotof coaching clients, a lot of times
I'll ask, well, what's your goal?
What do you want to call accomplish?
And they'll tell me somethinglike, you know, it's their first
year.
Like, I want to get to an 80%close rate, I want to get to a 90%

(54:55):
close rate, I want to get to a95% close rate.
And I'm like, okay, where didyou get that number?
You know what put that in your head?
Well, I just feel like that'sa really good number.
Well, yes, it is.
You would be the, you know,hall of famer as the highest close
rate ever in the history ofany home services, basically, if

(55:16):
that was your number.
Now, a quick little insert here.
When we hear these numbers onsocial media of people that are closing
at 82% and their averagetickets are absurd and they're doing
12, 14, 15 million dollars ayear, I want you to know that's fake
news.

(55:36):
Because those are hand pickedappointments of old systems that
are completely dead in the water.
That's all they ever get.
And somebody else on theirteam has qualified those homeowners
to say, if we can get thisperson on the line, are you sure
you're going to make adecision today?

(55:58):
And they've qualified all ofthose steps.
If that person has anyhesitation or says no, that appointment
goes to someone else.
It doesn't go to that personthat they're trying to put on this
high horse strictly to strokethe ego of the company.
So I want to be very specificabout that with everybody.

(56:18):
That is fake news.
Do not compare yourself tothose types of numbers because those
people are not in the field.
They're not out closing every day.
They're not driving around.
They're able to sit in frontof a Zoom and spend 15 minutes on
an appointment eight times aday with people and just take orders.
They're not selling, they'rejust taking orders.

(56:39):
So with that soapbox out ofthe way, so perspective, real closing
numbers Are, you know,starting out, you know, when, when
somebody is early in theirsales journey, two, three, four years
in, depending on how, how hardto work you put in, the discipline
and the practice, you know,you can expect, you know, somewhere

(57:02):
between, you know, if you'reless than 30%, we've got a major
problem.
But 30% close rate to workingup to 40, 45% specifically.
If we're talking aboutmarketed leads, you know, leads that
are not turnovers from technicians.
If we've, if we've gotturnovers from technicians early
on, you should be closingabove 50% with, you know, warm lead

(57:23):
turnovers from technicians.
If they're quality, if they'reset up right now, once you get some
experience and, and get, youknow, really get going, you know,
50% is a solid benchmark.
I know companies across thecountry, you know, big shout out
to, to my buddy Chris Sheeneyover in Raleigh, you know, his team.

(57:43):
He doesn't even consider youif, and I, I did when I had my team.
I didn't.
Same thing if you didn't,because we were to the place we were.
If you didn't already have a50% close rate, you couldn't even
apply to my company.
Company, I wouldn't even lookat your application.
I was like, go get yourpractice somewhere else because I
only have rock stars here.

(58:04):
And what I ended up with was Inever had a problem finding people
because I always had a stackon my desk from people all over town
that were the top people attheir other smaller companies that
had achieved that.
And then they came back andsaid, okay, I get my teeth kicked
in enough, I know how to close better.

(58:25):
Now let's talk because I wantto go to the next level.
And so for all of you managersand owners out there, once you establish
a culture of that you are rockstars, that's what starts to happen.
So you never have a problemfinding people.
So total side notes here, butfor real perspective, everybody,

(58:45):
especially if you're withinyour first five years, if you're
closing anywhere above 4, 40%on marketed leads and your average
ticket is, call it $10,000 orgreater, you're doing a pretty solid
job.
There's a lot of room to grow.
But don't beat yourself up either.
I mean, when people work withus, of course we look at 50% and

(59:08):
15k.
Average ticket is usually apretty standard minimum after a little
while of getting the practiceand, and it, and it sells as a journey,
right?
So, I mean, how long has ittaken you to get to this point?
I Mean, you're four years in.
Yeah, we're going on fouryears in.
You and I have been togetherabout a year and a half now.

(59:28):
Yeah.
And man, this is just the tipof the iceberg at this point.
I, I'm at the point where Idon't know what I don't know and
I know what I don't know.
There's a whole study on, it'scalled the Valley of Despair.
We'll go through at somepoint, but it's like a journey along

(59:50):
the way.
We have all of these.
Every new thing, there's anexpression I heard years ago, at
every new level there's new devils.
Yeah, I agree 100%.
It's every time that I feellike I make a breakthrough and things
start getting into the nextstep, there's something trying to

(01:00:11):
drag me back or roadblockthat's in the way.
And again, like I saidearlier, and I am an expert at getting
kicked in the pants, in theteeth and standing right back up
and going right after it.
Whether it's jiu jitsu,whether it's in home sales, whether
it was install when I was inthe field.

(01:00:32):
I mean I am a master at justgetting beat the heck up and showing
back up for the next go aroundthe next day.
Because what happens overtime, and I know you see this now
is, and for everybody,remember to measure backwards.
Don't measure constantly.
Set your goal forwards andthink, oh, I missed it.

(01:00:55):
Look backwards.
Because what you, when youstart to measure backwards and see
how far you've come, what yourealize is your worst day now you
would have killed for that day.
It would have been better thanyour best day months or a year ago.
My favorite book last yearthat we read through the Close it

(01:01:16):
now book club was the gap inthe game.
Learning to measure backwardsis huge because that goal that you
have, that point on thehorizon you're never going to reach,
the second you get close toit, you're going to realize, well,
that didn't make me happy.
Let me go ahead and move thatfurther back.
Yeah.
And when you realize thatyou're never going to hit that and

(01:01:37):
you sit there like, well, man,this sucks.
Most people don't look backand realize how far they've come.
Right.
And man, I'll tell you rightnow, I would destroy the me that
started in this field as anadvisor almost four years ago.
And I know that four yearsfrom now, I'm going to destroy the
me of today.

(01:01:59):
And it's, man, it's just, it'sso Fun to look back and be like,
man, I was wishing for dayslike this.
Holy cow, they're here.
And the days after this aregoing to be so much more beautiful.
I love this mindset.
Well, it is time to land this plane.
I appreciate so much you beingso vulnerable with us and opening

(01:02:20):
up and really sharing yourprocess and what you're doing in
the field to help thehomeowners serve at the highest level.
That's what I've always lovedabout you, is the way that you lead
with your heart and servitude.
Last little bit here.
Speaking of that, I'd love foryou to share what happened yesterday

(01:02:42):
with the homeowner that youhad that experience with.
Give the super tight nutshellof the what led up to it, and then
take us through how it was handled.
Because I'm so impressed by this.
And for everybody listening,pay attention, because if you start
to do these types of things,you will never have a problem with

(01:03:04):
the word spreading andbecoming so famous in your area for
treating people the right waythat people would be knocking down
your door to do business withyou, man.
So that one.
I've been working with thishomeowner since February.
Now we're in.
It's April 11, so it's been alittle over two months.

(01:03:27):
She had a house fire.
Her electrical panel in hergarage had a recall on it for faulty
breakers.
By the time I went out, it hadalready been almost six months since
this fire occurred.
And insurance demanded thatshe get her ductwork replaced.
I look at it, I said, hey, youknow, ma'am, that filter that you

(01:03:49):
have up there, that one timeof year, one caught all the smoke
and soot from the fire thatyou said, you shut the AC system
off really quick with theductwork is darn near spotless.
Like, we can do some serviceto it when you put in some iaq because
you said allergies, whatnot,and we can get the panel taken care

(01:04:12):
of for you, get everything going.
She has a contractor goingthrough, doing some work with insurance,
and we go do a walk throughyesterday, and that contractor did
not live up to their end ofthe deal.
And I'm looking at it with oneof the owners of my company, and

(01:04:36):
she starts telling her storyto the owner how she takes in these
children that no one wants,mental health issues, just everything
she's been fighting lupus,cancer, everything under the sun,
and has just persevered with asmile on her face and with her faith
in God.
And she asked if we had anyideas on.

(01:04:58):
On how to help Comfort in thehouse a little bit further.
And at my company, we have theability to offer what's called a
golden ticket.
And it's for a homeownerthat's in a bad spot, that's a servant
of the community, and wepunched that ticket yesterday.

(01:05:20):
We pulled her aside aftereverything was said and done and
said, hey, you don't have toworry about this.
We're going to come in andwe're going to renovate everything
on this system for you.
We're going to start tomorrow,by the way.
Wow.
She broke down in tears.

(01:05:41):
And it just.
It.
In my heart of hearts, itmakes me feel amazing that man, it.
Yes, everyone wants to go out,everyone wants to crush it and sell,
but if you don't come from aplace of servitude, you're not going
to last in this business.
And the homeowner is justblown away because of how much negativity

(01:06:05):
she's had in her life thesepast few months that someone came
in and was the hero in herstory at this point.
Because in this story, sheneeded a hero.
Yeah.
And by this time next week,she's not even going to know what
hit her because the amount ofwork that we're going to do for her

(01:06:27):
is just going to knock hersocks off.
I love this so much.
It speaks to the heart piece,like, really, really truly, as this
is.
We're a service company andthis is incredible.
And of course, for everybody.
Listen, if you're the owner,can you give away every job?

(01:06:48):
No.
I mean, you guys have, what,one golden ticket a year that you
can use?
One per year.
One per year.
But at the same time, that'sincredible that we can do that.
And at the same time, the waythat this is going to create an incredible
story, she's, of course, goingto tell the world about it.

(01:07:11):
Absolutely.
Probably make a video talkingabout it, all of these things.
But more important, and that'sfor everybody.
Don't get it twisted.
It's not to brag about or toimpress people of what you're doing.
It's to impress upon them ofhow you take care of the community.
And when that is yourintention, when you do something

(01:07:33):
like this, it changes everything.
So when you tell that storyforward, you can, you know, you could
use that in the.
In your appointment of whenyou work with us.
This is how we take care of people.
And so welcome to the familythat you're one of us now.
That's exactly it.
And when I spoke with her lastnight, you know, she cried a second

(01:07:54):
Time, just her and I on the phone.
And she asked, how can I everrepay you guys?
And I said, well, you remembera couple of weeks ago we talked about
that letter.
Oh, don't even worry about that.
My best friend is helping metype this up.
Like, I've got you, Christian.
This is it.
Don't even worry.

(01:08:16):
I go, no, I'm not.
But since I figured I wouldremind you, she goes, I have the
first draft and I have toscrap that because, oh, my God, I
never would have imagined thatthis was going to happen today.
And I go, even worry, we'rehere, we've got you.
Just sit back and watch us getthis done for you.

(01:08:38):
Love it so much.
That's a company.
And also you doing the rightthing for the right purpose.
And so massive shout out toJohn Wayne and Christian for taking
care of this lady the way thatthey did.
So, Johnny, if you'relistening, good job, brother.
Well, awesome.
Well, thanks for sharing that story.

(01:08:59):
That is the perfect heartpiece to wrap up this episode.
So we've got fact, fact, heart now.
So for everybody, if you don'tknow what I mean by that, come to
the relentless event and we'regoing to break that apart and show
you why that formula is sopowerful when you're in the home
and the way that we communicate.

(01:09:20):
So make sure to go get [e-mail] Christian
is going to be speaking.
He is going to.
We're going to go through theletter process.
I'm sure he'll have his bookwith him to show off so people can
see what it looks like in theflesh in person.
And so, man, I'm just gladyou're on the show today.
I appreciate it, brother.

(01:09:41):
Man, thank you.
I never thought I'd be heredoing this with you, and I am so
excited to see what the future holds.
Word.
We're working on some coolstuff in the background, everybody,
so just be on the lookout.
We're about to change the game completely.
If you think we've innovated,you haven't seen anything yet.

(01:10:04):
So with that being said, Iknow Christian, Christian is in the
field, so we're.
We've wrapped up the time thatwe normally do.
This is the time that wenormally do our coaching and he's
got to get out some appointments.
So he is currently outcrushing it.
So I know you're going to gorock and roll and good job, man.
Keep it up.
Any.
Any parting words foreverybody before we.

(01:10:25):
Before we do our sign off?
In fact, I'll let you do oursign off if you'd like to do today.
Oh man, put me on the spot.
So closing words.
If you're struggling, if youfeel like you're hitting your head
against the wall, reach out.
Join the Facebook group.
There is help out there andthere is a better, easier way to

(01:10:46):
do things.
And at this point, guys, gosave the world one heat stroke at
a time.
And go be someone worth buying from.
You've been listening to theClose it now podcast.
Our passion is to diveheadfirst into the transformative
movement that's reshaping thevery foundation of H Vac and home

(01:11:10):
improvement and at the sametime covering fitness, nutrition,
nutrition relationships andpersonal growth, proving that we
can indeed have it all.
We hope you've enjoyed the show.
If you did, make sure to like,rate and review.
We'll be back soon, but in themeantime, find the [e-mail]

(01:11:31):
find us on Instagram herealClose it now and on Facebook at Close
It Now.
See you next time.
Next time.