go for it Chrissy all right uh we have Bri here with us today if we could go ahead and move on to the next slide real quick we're going to introduce her she is with the fort colins Dog Wizard in Colorado um so the big thing with Bri one she's a wonderful person you're not going to meet very many people who are nicer and um more willing to help than she and she had over 50% conversion rate for 2023 some of you may have seen her at the conference at Wiscon in January where she helped her team win the conversion award for the year very impressive it is the record high no one has ever achieved over 50% before 50% conversion rate on E that is a conver eval conversion rate not from lead to client that is eval conversion rate which is extremely impressive you guys I cannot emphasize that that is impressive I would love to see anybody beat her score and she got and she got $500 off okay so um to you guys about her process today and the steps hold on really quick I'm gonna mute some people [Music] um did I get rid of the background noise are you all good Chrissy yep all good beautiful all right so she's gonna talk to you guys today about her process um and I would like to point out that while she knows a lot about dog training because she's been with a Fort Collins Dog Wizard for quite a while how many years three plus years over three years yeah over three years um she is not technically a dog trainer she does not train dogs she helps manage the business um and she works right alongside the dog trainers and is there almost every day working alongside them so she knows the ins and outs of dog training while she isn't a dog trainer which also makes it even more impressive that her conversion rate has been so High um but we'll go ahead and let Bri kick it off awesome well I'm really excited to talk with you all today uh thank you Chrissy for that lovely introduction um I have been with the Fort Collins Dog Wizard for over three years now um and I have worn a lot of hats with that with my role here um and grown a lot there but um I will say that my passion really lies in the client side of things um so before I joined the for Collins team a lot of my previous positions were client facing so I take a lot of pride in being the one that gets to connect with almost every single one of our clients um so I'm really excited just to share with you guys kind of what that looks like um and just hopefully sharing more from what I have learned from our journey to that 50% conversion all right so um I did want to start out just by laying out what we're going to be talking about today so we're gonna be talking about leads the client Journey um scheduling evals as well as improving your evaluations as well as things like client buyin um navigating objections and how to follow up with those leads and evals as well so I definitely want to leave plenty of time for questions so if you want to pop some in the chat as we're going we'll get to them at the end um or we'll have plenty of time at the end to talk as well and Bri um I just want to mention here too this was a merge of our open Office hours which is the time we had reserved and an academy webinar so we came together and this is all about um sales training um and so we have included a little bit of details here on um lead sources and sales training as well and we also have both our agencies on today's meeting we have franchise ramp as well as hot dish and as we near the end um we're going to reserve kind of five minutes to 10 minutes at the end um to give you guys some next steps or open Q&A for any burning marketing questions as well great all right so we always start with leads um and the two questions that I always ask when I am looking at our leads are where did this lead come from and where are they in the client Journey so where this lead comes from really gives us some insight into where they are in the client Journey so for example um if it's a Facebook lead they're probably really at the top of that funnel um in their training Journey meaning that they're probably just looking for some information um so they might be shopping around looking for prices seeing what's available to them um and starting those first steps whereas if it's a direct lead it could be something like Google a referral um even saw our marketing out and about um or met us at an event they are actively looking for training if they have reached out to us through those forms and they're probably lower in that funnel looking to really figure out what's going to work for them so knowing where they are with this um this client journey and that first touch conversation regardless of who is doing that conversation whether that's a front office person your admin a trainer or if you're an owner that's really going to give you some insight into where they are um in these in these first steps so I think that's important because in a way we kind of want to feel out these leads and and vet them in a way um and I think that's important because our time is valuable our trainer time is valuable it's also important for the client experience just giving them what they're needing um at the place that they are so for example for that would be if the lead is in their first steps um and they are just looking for that pricing we want to give them what they're looking for but we want to give them that additional information as well so not just giving a price tag but including the quality um in that price as well so typically something that I will say um is instead of just giving a range I will say prices really do depend on the program and we do have a little bit of everything so we have group classes private lessons day train options um can you tell me more about what exactly you're looking to work on with your dog and then that starts that first connection of we're hearing what they're actually looking for besides just price um and so we're talking about all those all those issues what they're looking to work on some starting out with some of those goals and then we're able to give them some more accurate price ranges um and let them know that we do include other resources with that cost whether that's our graduate Support classes for life um trainer lines things like that that are included that it's not just oh you do a program with us and then you never see us again um so that continued support that is that holds a lot of value with with that cost and so really talking about these things um and and giving them those answers that they are looking for can one eliminate a lot of waste of time so like even if their lowest if if our lowest cost program is way out of their budget they're thinking they can only ever spend $150 on training because I've gotten that we're just not a good fit for you but that does create a connection with them with that initial conversation that though right now they might have that sticker shock and they're going to go look at other places they're going to remember that conversation that they had with you and the benefits that they could get from training and they could Circle back after some time um just because they really liked that initial contact and so we just want to make sure that we're getting them the answers that they want so they're not frustrated um because if we're avoiding that whole conversation and not answering their questions and just immediately pushing them to an eval that can create some some frustration in the sense of okay fine I'll book an eval but they might ghost you on the eval so uh and we don't want to do that we don't want to waste their time we don't want to waste um our time the trainer's time anything like that you ready Bri yeah great and I just um shared a visual representation of what Bri was talking about um the customer Journey um is not linear it's all over the place um and we also know that customers need to be touched anywhere from 8 to 10 times um in multiple different methods before they even consider a brand um so understanding what Bri talked about where the lead came from really pivots how you talk to them um whether you're in the information gathering stage or if you're in the pricing discussion stage if they're ready to pull the trigger and you're talking detailed programming and training approach it really depends on asking those questions and knowing where they are in their customer Journey so um Bria just wanted to to share this vision of where the customer might be in their Journey between awareness consideration decision they pull the trigger by a by a a program and then their loyalty um and helping to continue to refer business to you right and I will say too that just taking these extra steps to improve that initial contact UM really starts to lay that groundwork for a successful evaluation so we're able to have those initial contacts and say okay yeah we've had this great conversation um and we do have all these options and things but we do free evaluations so we can talk more in detail about these things they usually just take 30 minutes whether that's in person or over the phone or anything like that um what whichever your location does and that way they can talk with the trainers directly um and they can figure out what's the best fit for them so then we can we can ask them when would be a good time to do that and it explained to them what that eval is going to do for them so they can chat in more detail about the training goals or the issues that you're looking to fix um and then we're we're going to talk with you more about what we are going to do to help and then also recommend that program for you so it's not just immediately saying oh well you only this is what you need and this is it another visual representation we look at a lot Bri is um the lead fun you spoke about that and where they are in the lead funnel not necessarily using the terms quality a lead but upper funnel vers mid funnel verse lower funnel um can help change your approach your sales approach and your sales techniques for the customer so meet them where they're at um and so we look um closely at the funnel um and we have estimated goals as well for each portion of the funnel um these goals here are kind of industry average and not necessarily Dog Wizard we're starting to flesh out what the dog wizard benchmarks are um but the percentage from lead coming in the top of the funnel all the way down to conversion can range anywhere from 6% to 22% and in um in Bree's case sometimes 50% um from evaluation to close um so keep in mind depending on where the lead came from whether it was a paid Source Google referral Word of Mouth meta uh billboard uh uh Expo you name it you're going to have a different percentage to close um and starting to understand what those ranges are and what to expect for example from Paid advertising um meta methods would be on the lower range of lead to conversion percentage closure as opposed opposed to a referral um or a keyword search or Google search um which would be um in the higher percentages of lead to close so that's how you should think about where the lead came from and manage your expectation on Clos rate for sure all right so we did those initial contacts and things so now I want to chat more about the evaluation process and so how are we going to actually convert it to a program so I like to call this my prep method so this stands for personality relatability empathy and painting the picture so um with that first personality of course like we're trainers um we work in the training industry even though we might not all be trainers um and though we'll say that we're mostly dog people our industry is very much a huge part working with people um so that customer service is important that connection um and clients want to feel comfortable with who they are spending their time and money with and especially trusting with their beloved pet you know that that's a very emotional connection for them um and so we don't want to come off as robotic we want that um initial connection um at from that first touch point to continue through this evaluation um portion as well and so they want to feel some personality and not just someone who talks to dogs all day and um can really help them accomplish their goals and things so when we're first starting that initial conversation um from the jump just take some pressure off with them because they they maybe not really know what to expect I always ask them if it's still a good time to chat about Rocky or whoever it is um and then I tell them just like I did at the beginning of this like this is what we're going to talk about today um and that really helps alleviate some stress so I'll say so we're going to talk about your dog I really want you to unload on me tell me what's going on and then we're going to talk about how we can help and what that looks like and then we're going to get to some more specific uh programs and things that I fit that I think will fit better and their pricing and so this alleviates some stress so the client isn't just sitting there the whole time while you're uh talking and thinking about the price the price waiting for the ball to drop or anything like that um this is also helpful if you don't have someone who is in your in your front um person you know having those conversations first so that way if that is something that they're just looking at we can go go ahead and get it out of the way give them some price ranges so they know and and again it's not wasting anybody's time and so then we want to really be they we really want to be relatable and empathetic right um and so what does that what does that actually mean so that means active listening though we can read the that first inquiry with their little blurb about what they're looking to work on how we can help them or I know some of you do have them fill out the full intake form that really goes into detail about things before your evaluations and we're going to know what they need right just from those things because we're the experts um they but they want to feel heard at the end of the day they don't just want to feel like they're on this call just for us to sell them something they want to know that we're hearing what they need and what they're looking for and so we can do that in a couple different ways um we can do that by asking questions so if they're talking to you and and you can pop in and say okay so yeah you said your dog gets really anxious what what does that look like and they can be describing a behavior and you can ask think I I got muted for a second sorry um and so if they're describing a behavior to you you can ask them like what do you do in that situation like how do you how do you um stop that from happening and those things will also help you get that additional information that you need to give them your best recommendation and so we want to continue um to empathize and validate their feelings because they're going to say a lot of things that that are frustrating to them that may seem minor to us but it is very frustrating when they're reaching out to us right so they can be saying things like oh he barks nonstop I I can't have anybody over he's acting crazy I can't do that yeah that's super frustrating I always keep it really casual with with these interactions like I'm just having a conversation with somebody um you know he this this awfully St out on a walk we were in the neighborhood and this dog just ran up to us it and he attacked my dog like wow that's really scary it is that's just a really scary thing to happen um and just really empath empathizing and validating their feelings that they are bringing to you and looking for your help with because they're really at a vulnerable state when when they come to us you know um and they're wanting they're wanting our help so we want to make sure that we're we're listening and and hearing them with with those things um and showing them that we're not judging them and we're looking out for the best interest of them and their dog and not just um you know just waiting to speak and so excuse me yes um quick question I know we're going to do Q&A at the end um but I think that there's some people curious about um if the evaluations if the recommendations you have here are um on the evaluations on initial call or if it's scheduled at a later time and if your recommendations are different between the two so in most cases I feel that the recommendation is going to be given during the evaluation because you're getting in that more dep in-depth conversation um and so you're you're setting aside the time um you can give some ideas if you have someone um that is doing those initial calls that feels that they um can give those recommendations um like if it's something easy especially like puppies um Foundation classes things like that where they're just really they're only struggling with their dog pulling on the leash or or some or jumping on somebody I feel like you can give those recommendations initially um when they're just looking for information um but I really recommend doing the evaluation to really get in depth because there there could be things that they're not telling us um I feel like a lot of times when we are talking with clients it goes one of two ways so they're either under selling it or overselling it so these more in-depth conversation this set aside time to really dive into things um for for them and for us really helps get that information that we need to give them that best recommendation um at the best that we can thank you all right um and so you know we've asked these questions we've listened we've made them feel heard um at the end of the at the end of it all you know they've they've unloaded on us with their dog of all these things that are frustrated with them um something that I always like to ask and our team likes to ask is okay so I know I know you have all these concerns these issues that you want to fix things like that but after those what are your hopes and dreams for your dog like what do you want to do some examples of that out here is alwaysi just want to take my dog hiking like I want to go hang out with my dog at a brewery and just sit on a patio um or I just want to have friends over and not worry about it so th asking them for those things and their dreams for the future can really help you paint that picture for them as to what this training can do for them and how it can help them other than just fixing the issues as well so it's it's more than just that um and so that can be a more peaceful household that can be getting to have a fun summer summer with your dog or even just going to the mailbox and then being able to stop and talk to your neighbor for a minute while your dog is calm and and will just hang out for a minute um those sort of things so um with those that's just really help in painting that picture and and make sure that you're relating back to some of those specific things that they have said to you and that also validates that you are listening you hear what they're working towards and um we can really explain to them and show them what life can look like with the help of our training we can go to the next one all right so what does all that relate to that definitely relates back to client buying so that's not just financially but it is emotionally so people don't just pick a trainer because we tell them that we can fix the things that we can fix the issues all the trainers tell them that they can fix the issues right um but we want to talk with them about how we can help them specifically and not just general information so we want to talk about how we're going to apply those things at home um and I always say to when when we are on those evaluations they may just be 30 minutes that we're talking with them and we've already Dove to a lot of things um and so we don't have to get into every single detail right now we're going to do that in training um but this is this is how we help and so we can we can talk with them about how we're going to apply those things at home because it is really important for the client to understand what we're going to do with the dog so what we're going to do um how we're going to do it and most importantly why we are doing those things so it's important to not have any disconnect there they need to understand all of those things before we can even make a recommendation so I'm looking at the chat do I have an [Music] outline yeah um so we do have some scripts that we'll look at um sorry the question here was are there are is there an outline not necessarily a script but a guide to some key points and ways to Pivot uh based upon their concerns um yes I do have some things I can I have some go-to things but I'd probably need to put together like an actual outline so I can maybe work on doing that Bri I think this is a great um takeaway um because I know we've got scripts for our um for our Sal teams as well and if we can perfect okay um sorry you're muted again l a minute okay so we can Circle back to that too all right so all right so after we've talked about all those things what that kind of looks like applying at home they're understanding uh the What the how and the why um I think it is a good time to give those recommendations and those pricings and finishing up that eval and what that looks like so we're giving those recommendations this can be a time that they're asking questions um maybe giving some objections which we'll talk about some objections and things too here in a minute but um but your evals finished how do we how do we wrap this up and leave this on a positive high note so I think it's a good a good script would be I know I know we can help you but you also have to make sure that we're a good fit for you um so I'm going to send over a bunch of information in addition to what we talked about today right and I want you to go over it and think about it and then let me know if you have any questions and if I don't hear from you in two or three days I'm going to reach back out and check in okay and then they don't have to make that decision immediately I know that's we want to we want to still alleviate some of that pressure like this is a big decision this is a time commitment and this is a financial commitment there's a lot of factors that go into this for everyone so we want to alleviate some of that pressure and give them um some time to digest and so make sure we're we're ending on that positive note saying thank you so much for your time today I really appreciate you talking with me and we can't wait to work with you guys little you know put it in there you know they're going to work with us so we can't wait we're excited and we can go on to this next one perfect perfect okay so objections I just kind of put some common ones on here um I feel that at our location the the most common objections are definitely going to be price competitors and timing so uh when it comes to price I always say we are one of the highest priced places in town but we're also one of the only one who I think we are the only one actually who includes graduate Support classes for life as well as those other resources for continued support so again it's not just you have a a singular program with us and you never hear from us again you get us for life so people love that competitors we have a lot of dog training companies out here we do it's a big um I'm in Colorado so it's a big dog State we get to do a lot of things with our dogs but I can confidently say that they're going to get more out of even just our foundation classes than anywhere else here because we focus more than on just the obedience side of things and so we aren't trashing our competitors but we are differentiating how how our program is better and and why it's going to work better for them and then of course we always have things with timing whether that's summer vacations uh work schedule the kids have all these practices all sorts of things so that's where we can schedule ahead and and figure out what that's going to look like we can change the recommendation if needed um that's going to fit better with that timing and that schedule and and things like that and even if we are changing that recommendation we just want to make sure that we're giving them the best best the best quality that we can and also reiterating if even if the timing issue is well I can't make a decision right now I need to talk with my wife of course like that's totally fine like let me know how we can help and so we can definitely dive more into these objections if you guys have questions more about how to answer questions um that pop up that you get the most often um those are just a lot of the ones that I get the most frequently and then Bri I would be really curious maybe in the chat what's some of the most common objections that this group has had yeah I mean I I agree I think price competitors and timing are the three biggest but are there any unique ones that people have gotten or one of the most common objections you guys get and I'd love to get Bri's opinion on how she might handle it yeah be happy to help talking to spouse yeah talking to spouse is always a big one um and I know a lot of people hate that or because they feel like it's diverting or they're not going to come back but um I think it's really valid because you can't just make a conver it's a family commitment it's the whole household so um definitely navigating that and being sure like I'll follow up with you and and that's where you also have to take the initiative too and make sure that we are are doing those follow-ups and things which we'll talk about next doesn't that also reiterate um any opportunity to have the evaluation with as many people that are involved in the decision as possible making sure it's a husband and wife or Partners or domestic Partners or with the kid that that evaluation is done as a group oh yeah I think that definitely helps um doing that because you want to make sure that you are the relaying the information that you want to and making that connection and and getting those good feels and everything with everybody versus that that information being relayed um so it's definitely helpful if we can get everybody in on that initial evaluation right okay so we had all this information um we sent the follow-ups so what do we do at when do we follow up I always say two days after so that can be a couple different ways so if it's a lead whether that was a feeler lead that we gave some information to or even just a lead that we didn't get in contact with I always call them and email them so I'll always reach back out that way if it was a feeler lead that we gave some information to we can talk with them a little bit more and maybe get them into an evaluation they might be ready now um if it was just one that we haven't contacted before or that we haven't actually gotten to talk to yet I always just send an email along with um a call or if you like to text um we we don't text as much just because we only have our trainer line but um we'll typically text those leads or email those leads and say hey are you still looking for training that's a simple question like oh and then they'll say oh my gosh yes life has been so busy I'm still looking for training let's let's talk um if it is an eval you can do a lot of different things I do text when it comes to the eval um and call I I am a fan of calling or texting when it is following up with an eval I always say make sure it's the person who did the eval that is doing the following up it's a lot more personable versus like um the just whoever scheduled the appointment or anything like that um because you're the person that they talked with but I'm a fan of texting or calling um that way you can talk to that person in the moment so if they do have any questions right then able to um talk with them and um navigate those different those different things um from from that evaluation too and I always like to say with the questions we want to leave them open open-ended so if we did give them that recommendation I'll say so what questions have come up about training and we don't want to say did any questions come up with training we want to leave that open-ended um question for them we don't want those yes or NOS or anything anything like that um and then of course just answering questions um if they are from phony vows um and they're they're still not sure a couple things that I always like to add in if they're like well I just talked to you over the phone but is there a way that I can meet you guys or anything like that I always invite them to support class I usually our Support classes are an hour long that lasts 15 minutes I'll always say um yeah just let me know that you're coming so the trainers can be on the lookout for you you can totally meet our team there you can meet some of our clients our clients are really great they're usually pretty happy to talk with you if you'd like to talk with them um they're you can come to that and meet us and see what we're all about I think that's a great thing um and you can even create a list of clients that would be willing to talk with people of course always get their approval um and let them know if they're going to call so that way if there is a a a lead that is looking for more information that client conversation can hold a lot more of an impact versus just Google reviews because they're getting to have that conversation with the person and talk about their experience with us um and and just go more in depth about their experience with us versus just the um that Google review on online plus people think for some reason that we can edit our Google reviews um but obviously we know that's not true and so if there are anything else to during these follow followups um just answering those OB objections giving those review links that way they can they can dive into those I always put my review links in all of my um emails it's in my signature so I recommend doing that um and then of course too when you are doing those follow-ups if if they have some objections and stuff maybe giving those Alternatives where needed so that could be if that golden option is just not going to work for them whether it's they can't commit to that amount of time they can't commit to it finan we want to give them more maybe more options that would be beneficial for them but we also want to be very clear with those expectations so that can be you know sure we can do the foundation class um but I still think he's going to need some extra work socializing after that so this is how we could accomplish that in a different way um we could do the Six-Day train but just from your your goals um I really think you need the 15-day and this is this is why or if we did the six day this is how we can get reach those extra goals after I always I always get the one with Foundation class or six day train that are just unleash programs and they'll they'll list that recall is one of their top goals and so we always have to go over that and say I don't I don't want anybody to be disappointed um with with anything this is what you're expecting you can get all of these great things and maybe that's a goal that we can work towards later that when it's better timing for you better financially things like that um and just giving those Alternatives where we need to all right Lindsay I think I'm good with this one if you want to pop in on your slides perfect um yeah I just want to double down on what Bri has mentioned and really starting to massage what I call your followup or your communication Matrix um and we can kind of set some best practices these are some best practices for the industry um but um as Bri kind of mentioned you're going to massage what works best for you your community your customers you're going to feel out the individual customer if they want to be contacted more frequently or less frequently I think that's really important Breeze just really it reiterating here the importance of listening to the customer and then reacting both in your script in your sales techniques but also in the frequency of communication um so we're looking at a few things here I just want to provide you guys some industry stats um as shared by our um our franchise ramp agency here our TTL our time to lead is so incredibly important here um the industry tells us that we need to be um getting back to any leads that come into um our point of sale or CRM software systems um within three to fours business hours um and so we talk about checking um vono or your lead Source at least twice a day one in the morning one at night um and you'll notice in these charts the percentage your likelihood of converting those customers drops off drastically the longer that we wait um so if we wait beyond the hour beyond the five hours beyond the 24 hours your likelihood of getting this person to ever even pick up a phone um drops off drastically consistent followup is also important but making sure you listen to the customer so um there's some averages here and contacting either via call SMS um or start to fold in some emails um but um uh contacting a customer upwards of six times over 30 days is not unusual for a standard sales process for a company trying to sell products or services and that can live anywhere between day 1 3 7 14 21 and 30 is the recommendation here in this Matrix but you're going to find what works best for you guys um I loved the conversation happening in chat um on um whether it's before the evaluation or in the followup after what's that magic timing is the follow-up two days is the followup three days I think Bri I think your consensus was two but I think that's something that an owner and a team can massage to find out kind of what you know works best for them typically say two to three days for sure I mean it it can depend on how busy you are um or like if that person sometimes I'll even tell you like I'll give you an answer by the end of the week we just don't want to be extending that time too much too much we still want it to be in their thoughts and they're still thinking um about those we so we don't want to wait like a week before we're following up from them for sure so you can definitely feel that out as to what your your clients are are needing yeah I also think consistent follow-up is important until the customer says no thanks or please contact me in three months after the summer or I need to get through this busy time for school is starting or something like that unless the customer specifically tells you when do not be afraid to consistently follow up um we are in the business to train dogs and humans but we're in the business to make money so until the customer unsubscribes says stop or do not call me until this time um standard sales business practices will require you to follow up with customers upwards of six times over 30 days and I think it's important also to be understand communication methods every person wants to be communicated differently it might be generational it might be male female it might be just their personality some may prefer text messaging over calls um some may prefer um emails over maybe calling is way too intrusive and so I really gauge what how that customer likes to be communicated and then continue on with that communication method yeah for sure go ahead Bri I was just gonna say I I know we get lead sometimes that they will say specifically um you know email is the best way to contact me I think that is a good first touch point in in respecting the way that they want to talk but then we can talk with them more about other avenues to get into the more detailed discussions that we need to have with them about their dog and things so whether that's setting up a phone call or an inperson evaluation or anything like that um but definitely I think it show it shows some respect to them too when they say well this is this is the best way to communicate me please only email me or anything like that correct um here's some other industry averages just let you guys know what other businesses are looking at that are actively investing in digital advertising um on average we're seeing um the highest percentage oh goodness um the highest percentage of converted leads come from anywhere between five to six contacts um so understanding that um even if you after you try one or two times that lead is not dead until they've abandoned or unsubscribed so I'd say don't be afraid to keep them in your communication funnel and revisit them um in in as um some amount of frequency and uh just to reiterate to everyone it can take anywhere from I say 8 to 10 but eight to nine Impressions um to produce brand awareness and it could take um customers upwards of 30 days and sometimes three months to make a conversion um for um a product or services that are as high of a price point as what we're trying to sell I don't me to interrupt but I do want to make sure we're all on the same page we have 15 minutes for questions right now perfect we're on our last slide so that's perfect timing all right awesome um yes so I just want to wrap up before we get to questions um I will be at trainer seminar um this year giving a present um more on sales and converting those sales um just going into more detail about things I'd probably like to do some breakout groups and really work through some different scenarios with the trainers as well so I'm really excited for that so make sure you guys all we're really excited too so I'm I'm stoked I didn't get to go last year so are there this is Ryan thank you for thee presentation are there any recorded calls where uh you have knocked it out of the park where if I said hey my new trainers are going to be doing evaluations do this yeah so we actually um typically what we'll do is we will take recordings that's the beauty of ring centrals that they're all recorded um and so when we have new trainers coming in that are training for evaluations I do have some saved um not necessarily that are me but um a lot of them can are like Jess and Cullen um and things like that too and I do have those recordings that we have them listen to and so we have kind of a bank of kind of specific scenarios too so that could be a a really good 15-day program or a really good uh Freedom over doing something like a board in train or a day train or something like that um so I do I do have kind of an Arsenal created for that for some of the things and I think it's good too to have those um once you are having those successful evaluations too I think it's good for your team to save them as well so if they have someone that is a leader there for them it's it's helpful to be able to listen to their specific evaluations too and uh really discuss with the person who did the evaluation excellent thank you I got a question um well first of all just in terms of are we going to capture the a lot of the chat chat questions there's some really good ones in there so just want to make sure we we got that and then um I may have missed this Brie so apologies if I did but do you how how do you use or do you even use financing as a lever in selling when come up with price as an objection I saw Andrew mentioned that it's kind of a it's a thing so where do you go with that sometimes we do um we don't lead with that typically it's just our Market but if we do have someone that is like whoa that was a lot more than what I thought um I definitely validate because yeah some of those higher price program that's that's a big that's a big Financial commitment so we do offer a financing type position we actually just do half down by the start of training and then the other half over three months um so that's that's our only method that we use I know other locations do um other things but uh we've had a lot of success with that thanks I know some use lending USA and PayPal credit um so those are some things that you can look at or you can do it inhouse I've been burned inhouse before but that that hasn't stopped me to do in house um so but just know your clients right and that's definitely where we took those extra steps So like um we have those three payments they are automatic payments so they have to fill out their payment plan form and sign that those are going to be automat automatically taken out and things like that it's not just somebody that's like not getting those payments so or not giving those so however we do those um we can get into some of the questions in the chat I if you want or do you want to read them yeah no go ahead go ahead scroll up to the top um how where do we get visibility into the lead Source Facebook versus paid versus organic versus GB GBP Lindsay I think that's a you question um you can see mostly where they've come from where I see it is in the lead in vono it's under General details on the left I don't know what it's like on the app I don't really use my app much but that's what it's like on the computer um it is under General details it'll typically say Google Facebook Instagram event Vet Clinic all sorts of things yeah um yes and I do want to mention that that is last click attribution which means that that's the last known location that the lead was sourced from so that doesn't truly capture the complete customer Journey for which that customer may have been touched with three meta ads then they did a Google search then they talked to a referring client and then they directly found your website and then submitted a lead organically so um until we have a more sophisticated approach to attribution tracking what you're looking at right now is last click so I just want people to understand that the investment in multiple marketing channels helps Elevate the performance of everything sure are you conducting the eval on initial call or scheduling them out later I know you kind of touched on that briefly but I think like the big difference is is like whenever the client calls in or SK like sends a lead through you're not immediately doing the eval with them you scheduled the eval even if it's with you with a trainer it can depend um so I think it mainly depends on the issues to be totally transparent so for me um definitely if it's going to be something a little uh lower issue so just like Basics puppy like puppies I always do immediately because those are easily done 99% of the time um pretty basic stuff same thing with just you know younger dogs that they want to be able to go on a good walk so I'll do those um during that time or I would schedule them on a trainer um if they have some more in-depth things like with anxiety and aggression and things like that that they need to dive more into and get more details on those then we'll schedule the call okay and then follow-up question um at the Fort Collins location do you guys just do phony vals do you per do inperson and phone what's your guys's ratio um we only do phone evaluations at this time so since I've been here we've only done phone evaluations I know that was not the case we've been around for a long time so like first starting out they were doing them in person um it just works for us we have a large team it saves us a lot of time um and we just do a lot of training with the phone evaluations for those to be effective so it just works for us cool um we already answered the outline question which we can share some of that info with you guys um in a couple days and an email every one [Music] and let's see splitting the recording talking about some aversions aversive training so like how do you typically navigate um someone saying that they don't want to use an e-collar or punishment and training yeah um so one I always talk with them about the balance of training I'll use some analogies in in that way of it's kind of like a kid like we don't want to reward them for the bad behavior so we need to find other ways to communicate and work through those things um especially when it comes to the e-collar there is a lot of questions especially if someone doesn't understand an e-caller um and so they'll say well I don't want I I don't want a shot collar well that's where you know we can talk with them about the difference is between a shot caller and e-caller and I always just tell them like okay yeah so what that feels like if they're just wanting to know more information on that I'll explain it just like if you've ever had Muscle Therapy it's a tinge unit it gives that tingle feeling or even a more simpler version is if you've ever um hit your funny bone and it gives that feeling that's a very similar to me so that's a great way to um explain what that tool communication feels like um but if they are just totally adverse to the e-caller that's okay they don't have to you don't have to use an e-collar though I think it's going to be a lot easier for you and this is why I think it can be beneficial because you're going to do you know have to do less repetitions and things uh with the e-collar versus using a different tool but the good news is is we have a lot of other tools to communicate so we don't have to do that if they're totally just against doing anything with the e-collar because at the end of the day like if they're not comfortable using it and that could be something that we could introduce to them later on within training once they're a good client of ours and everything but those initial things we don't want to push them into something that they are absolutely telling us that they don't want to do thank you um what might be a good way to engage with customers slash leads booking evaluations two weeks out using OB I think that's like the auto Booker from the face or from our web page I'm assuming that that's what that is um clients get automated emails that go out with how would you handle those handling them as in just the ones that are being Auto booked are they like not showing I think I just don't understand the question um sorry I'm trying to find it it's underneath the clarifying two days to three days after Bri I could speak to it so my question is um we got our first online booking done um yesterday it's next Saturday is the evaluation appointment and I'm wondering if I should be communicating with them before their actual evaluation because we haven't had any touch points so far they found us they booked the online appointment and I haven't spoken to them at all were they to it sooner no it's fine I mean it's should we communicate with them or should we just that evalu should we just wait for that evaluation appointment to happen and talk to them then I would reach out I would reach out um because that's going to go back to just that initial connection and actually having a touch point with them um because we don't want them to ghost you for one um because it is a ways out that could have been just something that they were like yeah I want to do this so I I would reach out and definitely talk to them in some way whether that's like Hey we're really excited for this evaluation I wanted to talk to you a little bit more beforehand do you have a few minutes to chat like that's exactly what I was thinking thank you yeah and that pretty much cat Catches Us up does anybody else have any other questions other than I do um Ariel hot dish question I was just going to comment I've been chatting with Jen she's on um she's going to record um her presentation um for the roll outs that are happening in the coming weeks and we're going to send a email out to everybody later today hey I do have one additional question uh so when you're doing the when you're done with the eval and you're waiting for them to either respond to a proposal or are you sending them any of the literature that we've got within the website oh Steve I saw you post that one I'm sorry I missed that um it depends uh it depends on the situation so yeah we can send them some helpful information um typically the type of stuff that we'll send could be if the dog needed help with like muzzle conditioning or they're really struggling with potty training or or information like that that's going to be helpful for them within the moment um we we can definitely send that in addition to that proposal so is that the kind of the standard documents though that we have in there I guess my question is is that something that's acceptable to send to you know potential clients are we supposed to just use those for folks that have signed up and we've got any kind of funding from all those guidance books sure what kind of what like which ones are you referring to I wouldn't send them like the whole like puppy book type scenario that comes with the program or things like that but if there is helpful situation or smaller bits of information that you can send them I don't think that hurts I think that's helpful yeah thank you any other questions okay Bri thank you so much for having this talk with us I really appreciate it on the academy side I know that a lot of the people that were on this call really appreciated it um I am really looking forward to um the little workshop you're going to help us do at the Academy Summit I think that's going to be a lot of fun really good for dog trainers to do I'm very excited about it well I definitely appreciate everybody hopping on um and this was this was great so feel free to reach out to me or anything if you guys have more questions I know we were on a time crunch so shoot me an email thank you so much all right well have a good rest of your day guys