Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
Speaker 1 (00:00):
Thirteen ten Wiba Madison in the morning and asked the
experts brought to you by Larsen Home Services. Joining us
this morning from Larsen Home Services, mister Andrew Larson. Andrew,
how you doing this morning?
Speaker 2 (00:12):
Always great, It's.
Speaker 1 (00:14):
Always great to chat with you, and we've got an
important conversation a head involving talking to your friends and
talking to your neighbors. And as we talk with Andrew
each and every Wednesday morning right here on thirteen ten, Wiba,
I hope you have a chance to check out the
website Larsenhomeservices dot com. That's l A R S O
N Home Services dot com. R toephone number six SO
(00:34):
eight five three five forty three forty three. That's six
SO eight five three five forty three forty three and Andrew.
A couple of months ago, we had a really bad
storm roll through down in Edgerton where I live, and
there are a lot of people going door to door
looking for work. Looking Again, I don't fault anybody for this,
I mean, it's the reality of getting it word out.
(00:57):
One of the things that I was sure to do though,
is to make sure to talk to the people in
my neighborhood about what you guys did for us at
large Snome services, and I sometimes think that's overlooked for
folks that have had an opportunity to work with you Andrew.
It goes so well, it's such a great experience. Unfortunately,
people don't tend to share share that as much as
if they had something not go right. People love talking
(01:19):
about things that don't go right, but when you're consistently good,
sometimes that hurts you. And people just expected and don't
necessarily share that great experience, do they?
Speaker 2 (01:31):
No, they don't, but you know what they do share?
What's that bad experience? Oh my goodness. So what we
know and studies have been done on it, is that
it takes ten super happy people to go tell one
person wow, but it takes one upset person to go
(01:54):
tell ten people Okay. So yeah, I mean to a
certain extent, I mean good cuss fromer service and a
good experience is it's expected, and I mean so like
one of our taglines is be part of the experience
Wisconsin's best roofing experience, Wisconsin's best installation experience. And we
do that for a reason because that's truly what we
(02:16):
aim for. Because our ultimate goal, obviously is to help
people fix their homes. We take it very very seriously
because people spend they spend a lot of money on
their homes, right, and what I feel the things that
we do are extremely important for everybody's home. Not everything
(02:37):
that we do is is flashy and you know, it's
not new kitchens and countertops and you know I always
say that because I mean stuff looks really nice. Yeah,
but you know, the things that we do are extremely important.
People spend a ton of money. So we talk about it.
Literally every single week we have a leadership meeting and
(02:58):
we talk about our experience, our touch points, our communication.
It's something that is gone over every day, if not
every other day with our production people. Before they leave
the leave the shop in the morning, go out do
a great job. I mean, what's expected is that we're
going to come out and put a roof on, We're
(03:18):
going to come out and put gutters on, We're going
to come out put insulation or do our ultimate addict
solution or ultimate roofing solution. And it's going to be
done right. But here's the thing, most homeowners wouldn't know
if we did it right or not right. I mean
it's done and you see it. And I always talk
about especially with a roof the most important part of
(03:38):
the roof is covered up. You can't see it anyhow,
So that's just expected. We're going to do a great job.
But the other things are the communication. Was our project
manager polite, was he communicating with the homeowner throughout the process?
Was everything protected around the home? I siding covered, garage
(04:00):
door is covered, exit points covered, air conditioners covered. Was
the cleanup good? I mean, we give a no nail guarantee.
So I know I'm rambling, but these are the things
that are so important for us, simply because with today's
with today's age of Google and Google review Honestly, Google
Google reviews have been I think a god send for homeowners.
(04:23):
To be honest with you, I mean, if I'm going
to look up a contractor and try to spend thousands
of dollars to get something done on my home and
that contractor doesn't even have a Google profile with reviews,
me personally, I'm not going to work with that person.
Because here's the deal. This is like our one author,
this is our one one thing that everybody can use
(04:48):
where they can gain trust in that contractor Okay, we
see that they've done a lot of work, they've got
a lot of reviews. It's really really good. There's a
little bit more trust there. So our whole goal is
to go out fix people's homes, make the experience great,
get a good review, and then we do ask people
if you know anybody who's our services, we would love
(05:12):
to chat with them, and we give referral fees. And
that's really what it comes down to because marketing is
so expensive. Yeah, but telling somebody that you, I mean, honestly,
if if I'm in a neighborhood, I mean I'm in
a neighborhood, I get something done, like I tell people
about it. I'll get my I've had my driveway resealed,
(05:36):
I've had my yard work done. I tell people because
that way they know, like, look, I use them, they
did a great job. There's not a lot more trust
it could be gained than that.
Speaker 1 (05:48):
Yeah, and I don't know that people fully always appreciate
the weight that comes with that is like if you
tell somebody about your experience and you tell them, you know,
what a great job and how satisfied you were, that
carries I don't know that folks fully understand how much
weight that carries and how important that is, not just
obviously to the business, but also to your neighbors. If
(06:08):
you had a good experience, they're going to encounter some
folks out there that are gonna you know, you think
of like the roofing industry. Unfortunately, there are some there
are some cut corner operations out there. There are some
bad actors out there as well. You can help people
avoid that interaction by simply saying I worked with Andrew,
I worked with Larsenalm Services. I did this and it
was a great experience. You can not only is it
(06:30):
good obviously for lar Storm Services, but it's good for
those homeowners as well because they don't have to deal
with some of these you know, these people that don't
have the greatest track record or reputation. You're helping them
make an informed, a great decision based on your actual experience.
Speaker 2 (06:46):
We don't want people to get taken advantage of Yeah, right,
and we hear it all the time. I mean when
it comes to the con when it comes to contractors specifically,
they have more complaints than any other industry out there.
But I have a feeling that is changing a little
(07:06):
bit because of the internet. It's just not it's not
easy to screw up a job and walk away from
it and just get away scott free. Sure you're gonna
get called out, and I think that's a good thing.
Where you go back twenty years and that was tough
twenty years In prior it was pretty tough to do.
Guys had come do a job, not do it right
(07:28):
or usually what happened most of the time is that
inexperienced contractors don't really know what it costs to do
the job, do it well, get it done, and stay
in business. That's the biggest part of it. And they
would just get to the point where they run out
of money on jobs and then they're done well. They
could very easily then go close one business, start another
(07:49):
one and nobody would know the difference. So you know,
when you're trying to find somebody, whether it's whatever it is,
whatever home services it is, I mean, make sure they've
been in business for.
Speaker 1 (07:59):
Us a long time, and it's oh good, No.
Speaker 2 (08:03):
Just say, make sure they've been in business a lot
of time. Look at their reviews. Between Larson and Keeni
Home Services. I think we've talked about this, but we
are one now. We've really joined forces and Larson Keeni
Home Services. I mean we have over twelve hundred reviews,
So twelve hundred reviews and I like a four to
eight or a four to nine. Of course we've made mistakes,
(08:23):
were not perfect, but we've fixed all those mistakes. And
I will say this, most of the bad reviews that
we've actually gotten our people we haven't done work for.
That's like the oddest thing. Like you know, people riding
a bike didn't like someone passing them, or they didn't
like the way that we showed up to their house
looked at the work and were like out of our scope.
Oh one star, I mean, ridiculous. But anyway, it just
(08:47):
seems to be that most of the people we haven't
actually done work for, and the ones that we have
that we made mistakes, we admit it, We suck it up,
we fix it. If we have to redo the whole job,
we redo the whole job. And that I don't like
me seeing anything up. Don't like making mistakes, but if
you stand behind it, fix it. I mean, that's really
all anybody can ask for.
Speaker 1 (09:06):
And you mentioned too, you know, it's it's so ironic
that you mentioned I actually have a friend that owns
a business and I had a one star review and
just it's it's really really upsetting her. And and she's like,
I don't even know this person. That's no idea what
they're talking about.
Speaker 2 (09:25):
Sometimes it's crazy. I mean, we had one where someone
wanted their whole house spray foamed, and which is something
that we do, but at the time, we were running
low pressure spray foam systems. They're more expensed. They're basically
made for small jobs. Okay, now we've got some high
pressure stuff and we do a lot more of that now.
(09:45):
But this was a few years ago and my rep
called me and he said, hey, this is a whole home.
It's gutted. They're remodeling it. And I was like, no, man,
I said, just be honest with them. Here's the deal.
We run low pressure system they're made for smaller jobs,
and it's going to be so much more expensive for
(10:06):
us to do it than a high pressure rig that here,
here's what we'll do. Here's a good high pressure person.
Give them a call one star review because they took
the morning off from work, and we're just like, what world,
we're trying to help you. You're going to be double
(10:26):
the other person. And then if you're not gonna get
anything more out of it, here, call this person. We
know they do great one star review. Oh my gosh.
Come on.
Speaker 1 (10:39):
A couple of things I urge folks to do this morning.
Tell a friend, tell a neighbor. Also, if you've worked
with larg Storm Services, also if you worked large Stop Services,
leave a review, head on to go. Will tell them
about your experience. I know, I know you've probably absolutely
loved it, and it's great to get that feedback. Don't
over not just with large Home Services, any business you visit.
If you get great service, always take the time to
(11:00):
share that experience. It really really does help out getting
the word out and keeps keeps good folks in the
game and really gets them, gets them out there and
really helps homeowners as well. And that the other thing
I want to do this morning is head to the
website Larstomeservices dot com. Even better, give them a call
Larstom Services. Have Andrew and the team come out take
a look at your house. You will see firsthand what
(11:21):
we're talking about and why so many people rave about
the work that they do at Larstoom Services. Also, first
that first meeting there too, no pressure, it's just a
nice little informative get to know you. They take a
look at your house and I'll let you know what
they can do for you at Larstom Services pick up phone,
give a call six so eight five three five forty
three forty three. That's five three five four three four
three mentioned the website Larsenome Services dot com.
Speaker 2 (11:42):
That's l A R.
Speaker 1 (11:43):
S O N Home Services dot com. Andrew, it's always
fantastic chatting with you, my friend. Keep up the great
work and we'll talk real soon.
Speaker 2 (11:51):
Thank you, see you next week.
Speaker 1 (11:53):
We've got Kevin ham Ham's arbacare coming your way next
right here on thirteen ten wu ib A
Thirteen ten Wiba Madison in the morning and asked the
experts brought to you by Larsen Home Services. Joining us
this morning from Larsen Home Services, mister Andrew Larson. Andrew,
how you doing this morning?
Speaker 2 (00:12):
Always great, It's.
Speaker 1 (00:14):
Always great to chat with you, and we've got an
important conversation a head involving talking to your friends and
talking to your neighbors. And as we talk with Andrew
each and every Wednesday morning right here on thirteen ten, Wiba,
I hope you have a chance to check out the
website Larsenhomeservices dot com. That's l A R S O
N Home Services dot com. R toephone number six SO
(00:34):
eight five three five forty three forty three. That's six
SO eight five three five forty three forty three and Andrew.
A couple of months ago, we had a really bad
storm roll through down in Edgerton where I live, and
there are a lot of people going door to door
looking for work. Looking Again, I don't fault anybody for this,
I mean, it's the reality of getting it word out.
(00:57):
One of the things that I was sure to do though,
is to make sure to talk to the people in
my neighborhood about what you guys did for us at
large Snome services, and I sometimes think that's overlooked for
folks that have had an opportunity to work with you Andrew.
It goes so well, it's such a great experience. Unfortunately,
people don't tend to share share that as much as
if they had something not go right. People love talking
(01:19):
about things that don't go right, but when you're consistently good,
sometimes that hurts you. And people just expected and don't
necessarily share that great experience, do they?
Speaker 2 (01:31):
No, they don't, but you know what they do share?
What's that bad experience? Oh my goodness. So what we
know and studies have been done on it, is that
it takes ten super happy people to go tell one
person wow, but it takes one upset person to go
(01:54):
tell ten people Okay. So yeah, I mean to a
certain extent, I mean good cuss fromer service and a
good experience is it's expected, and I mean so like
one of our taglines is be part of the experience
Wisconsin's best roofing experience, Wisconsin's best installation experience. And we
do that for a reason because that's truly what we
(02:16):
aim for. Because our ultimate goal, obviously is to help
people fix their homes. We take it very very seriously
because people spend they spend a lot of money on
their homes, right, and what I feel the things that
we do are extremely important for everybody's home. Not everything
(02:37):
that we do is is flashy and you know, it's
not new kitchens and countertops and you know I always
say that because I mean stuff looks really nice. Yeah,
but you know, the things that we do are extremely important.
People spend a ton of money. So we talk about it.
Literally every single week we have a leadership meeting and
(02:58):
we talk about our experience, our touch points, our communication.
It's something that is gone over every day, if not
every other day with our production people. Before they leave
the leave the shop in the morning, go out do
a great job. I mean, what's expected is that we're
going to come out and put a roof on, We're
(03:18):
going to come out and put gutters on, We're going
to come out put insulation or do our ultimate addict
solution or ultimate roofing solution. And it's going to be
done right. But here's the thing, most homeowners wouldn't know
if we did it right or not right. I mean
it's done and you see it. And I always talk
about especially with a roof the most important part of
(03:38):
the roof is covered up. You can't see it anyhow,
So that's just expected. We're going to do a great job.
But the other things are the communication. Was our project
manager polite, was he communicating with the homeowner throughout the process?
Was everything protected around the home? I siding covered, garage
(04:00):
door is covered, exit points covered, air conditioners covered. Was
the cleanup good? I mean, we give a no nail guarantee.
So I know I'm rambling, but these are the things
that are so important for us, simply because with today's
with today's age of Google and Google review Honestly, Google
Google reviews have been I think a god send for homeowners.
(04:23):
To be honest with you, I mean, if I'm going
to look up a contractor and try to spend thousands
of dollars to get something done on my home and
that contractor doesn't even have a Google profile with reviews,
me personally, I'm not going to work with that person.
Because here's the deal. This is like our one author,
this is our one one thing that everybody can use
(04:48):
where they can gain trust in that contractor Okay, we
see that they've done a lot of work, they've got
a lot of reviews. It's really really good. There's a
little bit more trust there. So our whole goal is
to go out fix people's homes, make the experience great,
get a good review, and then we do ask people
if you know anybody who's our services, we would love
(05:12):
to chat with them, and we give referral fees. And
that's really what it comes down to because marketing is
so expensive. Yeah, but telling somebody that you, I mean, honestly,
if if I'm in a neighborhood, I mean I'm in
a neighborhood, I get something done, like I tell people
about it. I'll get my I've had my driveway resealed,
(05:36):
I've had my yard work done. I tell people because
that way they know, like, look, I use them, they
did a great job. There's not a lot more trust
it could be gained than that.
Speaker 1 (05:48):
Yeah, and I don't know that people fully always appreciate
the weight that comes with that is like if you
tell somebody about your experience and you tell them, you know,
what a great job and how satisfied you were, that
carries I don't know that folks fully understand how much
weight that carries and how important that is, not just
obviously to the business, but also to your neighbors. If
(06:08):
you had a good experience, they're going to encounter some
folks out there that are gonna you know, you think
of like the roofing industry. Unfortunately, there are some there
are some cut corner operations out there. There are some
bad actors out there as well. You can help people
avoid that interaction by simply saying I worked with Andrew,
I worked with Larsenalm Services. I did this and it
was a great experience. You can not only is it
(06:30):
good obviously for lar Storm Services, but it's good for
those homeowners as well because they don't have to deal
with some of these you know, these people that don't
have the greatest track record or reputation. You're helping them
make an informed, a great decision based on your actual experience.
Speaker 2 (06:46):
We don't want people to get taken advantage of Yeah, right,
and we hear it all the time. I mean when
it comes to the con when it comes to contractors specifically,
they have more complaints than any other industry out there.
But I have a feeling that is changing a little
(07:06):
bit because of the internet. It's just not it's not
easy to screw up a job and walk away from
it and just get away scott free. Sure you're gonna
get called out, and I think that's a good thing.
Where you go back twenty years and that was tough
twenty years In prior it was pretty tough to do.
Guys had come do a job, not do it right
(07:28):
or usually what happened most of the time is that
inexperienced contractors don't really know what it costs to do
the job, do it well, get it done, and stay
in business. That's the biggest part of it. And they
would just get to the point where they run out
of money on jobs and then they're done well. They
could very easily then go close one business, start another
(07:49):
one and nobody would know the difference. So you know,
when you're trying to find somebody, whether it's whatever it is,
whatever home services it is, I mean, make sure they've
been in business for.
Speaker 1 (07:59):
Us a long time, and it's oh good, No.
Speaker 2 (08:03):
Just say, make sure they've been in business a lot
of time. Look at their reviews. Between Larson and Keeni
Home Services. I think we've talked about this, but we
are one now. We've really joined forces and Larson Keeni
Home Services. I mean we have over twelve hundred reviews,
So twelve hundred reviews and I like a four to
eight or a four to nine. Of course we've made mistakes,
(08:23):
were not perfect, but we've fixed all those mistakes. And
I will say this, most of the bad reviews that
we've actually gotten our people we haven't done work for.
That's like the oddest thing. Like you know, people riding
a bike didn't like someone passing them, or they didn't
like the way that we showed up to their house
looked at the work and were like out of our scope.
Oh one star, I mean, ridiculous. But anyway, it just
(08:47):
seems to be that most of the people we haven't
actually done work for, and the ones that we have
that we made mistakes, we admit it, We suck it up,
we fix it. If we have to redo the whole job,
we redo the whole job. And that I don't like
me seeing anything up. Don't like making mistakes, but if
you stand behind it, fix it. I mean, that's really
all anybody can ask for.
Speaker 1 (09:06):
And you mentioned too, you know, it's it's so ironic
that you mentioned I actually have a friend that owns
a business and I had a one star review and
just it's it's really really upsetting her. And and she's like,
I don't even know this person. That's no idea what
they're talking about.
Speaker 2 (09:25):
Sometimes it's crazy. I mean, we had one where someone
wanted their whole house spray foamed, and which is something
that we do, but at the time, we were running
low pressure spray foam systems. They're more expensed. They're basically
made for small jobs. Okay, now we've got some high
pressure stuff and we do a lot more of that now.
(09:45):
But this was a few years ago and my rep
called me and he said, hey, this is a whole home.
It's gutted. They're remodeling it. And I was like, no, man,
I said, just be honest with them. Here's the deal.
We run low pressure system they're made for smaller jobs,
and it's going to be so much more expensive for
(10:06):
us to do it than a high pressure rig that here,
here's what we'll do. Here's a good high pressure person.
Give them a call one star review because they took
the morning off from work, and we're just like, what world,
we're trying to help you. You're going to be double
(10:26):
the other person. And then if you're not gonna get
anything more out of it, here, call this person. We
know they do great one star review. Oh my gosh.
Come on.
Speaker 1 (10:39):
A couple of things I urge folks to do this morning.
Tell a friend, tell a neighbor. Also, if you've worked
with larg Storm Services, also if you worked large Stop Services,
leave a review, head on to go. Will tell them
about your experience. I know, I know you've probably absolutely
loved it, and it's great to get that feedback. Don't
over not just with large Home Services, any business you visit.
If you get great service, always take the time to
(11:00):
share that experience. It really really does help out getting
the word out and keeps keeps good folks in the
game and really gets them, gets them out there and
really helps homeowners as well. And that the other thing
I want to do this morning is head to the
website Larstomeservices dot com. Even better, give them a call
Larstom Services. Have Andrew and the team come out take
a look at your house. You will see firsthand what
(11:21):
we're talking about and why so many people rave about
the work that they do at Larstoom Services. Also, first
that first meeting there too, no pressure, it's just a
nice little informative get to know you. They take a
look at your house and I'll let you know what
they can do for you at Larstom Services pick up phone,
give a call six so eight five three five forty
three forty three. That's five three five four three four
three mentioned the website Larsenome Services dot com.
Speaker 2 (11:42):
That's l A R.
Speaker 1 (11:43):
S O N Home Services dot com. Andrew, it's always
fantastic chatting with you, my friend. Keep up the great
work and we'll talk real soon.
Speaker 2 (11:51):
Thank you, see you next week.
Speaker 1 (11:53):
We've got Kevin ham Ham's arbacare coming your way next
right here on thirteen ten wu ib A
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