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all right welcome everybody my name is Tyler Gardens I'm the founder and CEO here at box out marketing and this is our daily small business lifeline call so if you've been participating in these you know what they're all about if you're new to these which we've been having new people sign up every single day that's what I've been explaining it every single day these lifeline calls are designed to help you with questions or challenges that you're having with Infusionsoft* What the star implies: Links marked with a * mean that we will receive a commission if a booking or a specific action is made via the linked provider. There will be no additional costs for you. Also, we won't receive any money just by setting links. with keep with your marketing whatever it may be now this week we're doing things a little bit differently because yesterday today tomorrow and Thursday I'm spending the first 15 to 20 minutes or so diving a little bit deeper on some marketing strategy training we're finding that a lot of times people are getting into Infusionsoft or getting into ki and they're working on the wrong things or they're building the wrong campaigns or they're approaching the campaigns the wrong way and so we're covering over these four days six ignored rules marketing rules that are killing your marketing campaigns so yesterday I covered the first two rules let's switch over here to the slides you should be able to see my slides now if you'll hop in the chat and just let me know if everything is operating well you can see my camera you can see my slides and you can hear my voice okay looks like we're getting response here so everything's okay so let's just let's just review here really quick what we went over yesterday first is we're covering the fundamentals the foundation of your business so the business basics rule number one is don't try and fight a losing battle and we talked about your industry is it growing or shrinking if you're in a shrinking industry and you're continuing to market and market and market and thinking that you know some new campaign or some fancy funnel is going to solve your problem well you got a bigger problem and that is your industry do you have a competitive advantage in your market if you don't then maybe you need to rethink things because if you don't have a competitive advantage it's really gonna be hard to make your marketing work I do you have an easier unique way of reaching your audience if not again you could have the best funnels in the world the best campaigns in the world really fancy automation but if you can't actually reach your people you got a problem and then the stage of business that you're in is gonna make a difference as well and how you approach your campaigns and a lot of people don't realize this when you're solopreneur versus a company of a couple of people versus ten people versus 50 people versus a hundred people and the revenue associated with those stages of growth you're gonna approach marketing and advertising differently in all of those different stages okay rule number two has to do with the economics of the business the economics must work okay and this is again an area where we don't often stop and think about this stuff when we're looking at our marketing campaigns but fundamentally if the economics of your business don't work then there's no sense spending time money or effort on your marketing just to pump leads and customers into a system that doesn't work so you got to ask yourself the hard question and it might be a hard question because truthfully you don't want the honest answer is your product or service actually profitable more importantly as you scale does it get more profitable most service businesses actually get less profitable as they scale we talked about that yesterday the recording for yesterday's meeting and and all the detail on this will be up later today so if you missed it and you want to go back and review it that'll be there we went into a lot of detail on each of these things next question can you scale revenue and profits ahead of people if not then you have a fundamental economic problem with your business that marketing is not necessarily going to solve so the first two pieces of the foundation the third piece of the foundation is your business model and this is where we're gonna spend a few minutes today is talking about your business model and more importantly your conversion model okay the the campaigns or the strategies that you use we call that the conversion model it's how you get people from point A to point B how you get a prospect to purchase your product and become a raving fan it's the customer lifecycle if you call it the model of your customer lifecycle the conversion model must match your business model we talked yesterday a bunch about how most people who teach marketing are influencers they're internet marketers they're software companies teaching this stuff and so they're teaching it in a way that helps you utilize their software better or their internet marketers and they're teaching you internet marketing style marketing and maybe you just don't have an internet marketing business and so you've got to pay attention to the fact that most of the education out there is not right for your business or there are lessons to learn there for sure but you have to know how to adapt them to your business so first question is what is your business model there are four we bucket all small businesses into one of these four now you may see that there's a little bit crossover or you might look at your business and say well I'm kind of in this one and that one fine but just about every business not every business but just about every business will fit into these four buckets local service businesses so that's everything from your local landscapers pest control doctors lawyers etc household services I call you know pest control roofing you know plumbing all that kind of stuff and then professional services is where we bucket the dentists orthodontists doctors lawyers all that kind of stuff right okay so local service businesses then you have online service businesses that's a business like mine that is a an agency we offer a service but we're not bound by geography like the local service businesses are you have e-commerce people who sell widgets online actual physical things that get shipped okay and then you've got influencers influencers or your speakers authors coaches who are selling information my information marketers or sometimes we call them internet marketers they're selling information and they're influencers okay so those are the four different business models so the question really a hand here is does your conversion model match your business model in the majority of the time that we see campaigns that aren't functioning well it's because the conversion model doesn't match really well the business model we see small businesses utilizing a lot of different things a lot of different funnel ideas strategies tactics etc if they learn at a conference or in a book or on some website and they're really not the right ones for their business model so these three things we call the strategic foundation okay and then the next three the other three rules we call your tactical advantage okay and we're gonna get into the tactical advantage tomorrow and Thursday but today we're gonna spend a little bit more time on this business model stuff so let's just review these real quick what are these business models and how do they operate so influencers speakers authors coaches okay these are your gurus your speakers your out those coaches they typically have what we call an ascension model okay so they bring people in through a lead magnet they offer something free hey take this quiz or get this free e-book or a free video whatever and then they offer a trip wire so trip wire is an offer that's typically under ten dollars something easy and quick that you get people to pull out their wallet and make that first commitment okay and then the next thing they offer is a little bit more it might be some kind of group education or training or more extensive online training and then on up into one-on-one coaching or consulting so they ascend people from this low commitment free thing to a very minimal financial commitment to a little bit bigger commitment to a larger commitment to a very big commitment okay and those so the prices of their products vary from low price to high price right those tripwires are less than ten dollars but the high end coaching or consulting might be you know 20 30 40 50 thousand dollars a year for that high-end mastermind or consulting or whatever it is that they're selling the sales model again this is important to recognize is varied you have online right which is when they're doing the lead capture and the tripwire and the stuff like that and then oftentimes you have webinars to sell the mid-range price products and then you have live events and consultations to sell the higher end stuff let's look at local services okay these are your doctors lawyers plumbers landscapers they have a local service model so they're bound by geography they sell services to meet a need and many of them are one-time services sometimes some of these businesses have retainer based or recurring services and these products generally range from medium price to high price they're not typically selling anything for less than $10 right they're sending those selling things for hundreds of dollars to thousands of dollars a medium to high price and the sales model is almost always a consultation is required so you can see now just from those looking at those two business models that the conversion model the customer lifecycle needs to be very different okay needs to be very different these people are not gonna be selling with a trip wire and a core offer and an upsell and blah blah blah it's getting people into a consultation that is the key for a local service business model all right online service these are agencies like ours software as a service businesses consulting coaching businesses so it's a remote service model just like the local service businesses they sell services to meet a need many are one-time services and some of them have retainer based or recurring services again the prices vary from medium price to high price and the sales model is usually a webinar or a consultation okay compensation is almost always required but some of these things can be sold through a webinar or some kind of group selling mechanism it's not typically gonna happen just from an email to a landing page or a sales page where someone clicks a Buy button and goes forward okay alright and then we have e-commerce these are shippable items physical products products generally vary from low to medium sometimes you have some high priced products that are shipped this way or purchased and shipped this way but usually it's low to medium priced products the sales model is online sale right sometimes a phone a phone call is required or chat you know sometimes there's some level of interaction there to answer questions while someone's in the purchase process but it's fairly minimal most of the sales happen online without any real human interaction let's talk about some of the terms that I've used just to make sure we're all on the same page tripwire offers okay and this is again it's all important to the model that you end up using that matches your business model tripwire offers are less than $10 these are things that that people can make a purchase without really thinking about it right impulse buys we're going for you offer a value of benefit and if the price is so low that's like you know even if it's terrible I only wasted 995 or whatever so you see this often with again influencers who are selling books or things like that so this is a classic book offer where the book is free just cover the shipping and handling for nine ninety five right so these must provide a clear and immediate benefit if you don't then that offers not gonna work even though it's less than ten dollars it must provide a very clear and immediate benefit that's important right and they're sold exclusively online or traffic from email social ads etc okay this isn't sold over the phone this isn't sold with the consultation it's just sold right online all right then when someone buys that they typically land on a thank you page that has an offer that we call a core offer or an upsell right and these are a little bit higher priced products they tend to be between twenty and two hundred dollars they're sold as an upsell to the tripwire and so these must provide faster or easier access to the original benefit okay we can go back to the original benefit if we're not selling the original benefit still we've off gone off a tangent onto something else we're gonna miss fire on the upsell so the upsell has to provide the same benefit but help us get there faster and easier so often this might be additional video training or something like that to go along with the tripwire okay webinars mini courses group training etc to supplement the tripwire all right then you got your mid-range offers these things are around five hundred and two thousand dollars these are full training courses live workshops etc and here again if we're selling along that same chain we were going back to the original benefit but now we're offering guided help to achieve the benefit okay so it's not just like hey here's a bunch of training it's like hey here's a full course full curriculum just follow it or this live workshop that you're gonna come and attend we're gonna walk you through everything right and so these are best sold through webinars and launches sometimes you're gonna have phone sales reps as well helping out sell these things but they're usually webinars and lunches alright lastly we go to the high end offers this is more than two thousand dollars they're generally one-on-one services high-end reminds etc when they must provide personalized assistance to achieve the same benefit okay the desire of the customer hasn't changed they still need the same benefit but now they're paying more to get personalized assistance to achieve that benefit so these are best sold through phone or in-person consultations or live events things like that okay so let's start taking a look at conversion models I hope now you have a pretty good idea of what business model you fit into and now as we start to lay out some examples of conversion models I hope you can start to identify where maybe you've taken a wrong turn before trying to use a conversion model that's really for a different type of business and you can start to identify what your conversion model might look like okay so I'm gonna give you some examples that are common out there and then I'm gonna start showing you conversion models for different types of business models so digital marketer teaches leave magnet trip wire core offer profit Maximizer right we've just gone through this idea where as you capture people with the lead magnet you sell them the trip wire you upsell them the car offer and then the profit Maximizer is your big sale or your recurring service or your long-term membership or whatever where that's really where all the profits are made okay so that's the ascension model often used for for influencers okay but again what if your business is a local service business okay this plumber is not gonna get leads from a lead magnet typically when someone has a leak under their sink okay when someone has a leak under their sink they want to call a plumber and get them out there right now to come fix it they're not gonna go you know find a lead magnet and read some 47-page ebook about plumbing okay now some weird do-it-yourselfers might you know they're gonna go and probably not find an e-book but they might find YouTube video on how to do it themselves but most people just gonna call that plumber and say hey come on out fix this please right alright Jeff Walker's product launch formula a great program the basic format is you send out some pre pre-launch content and then you have your pre-launch content then you have your open cart period and then you have your closed cart period that's the basic example of how the product launch formula works and again this works really well for influencers but what is your business is a professional services business ok the local lawyer is not going to set up a whole you know funnel with the product launch formula to let his audience know that he offers say for example you know divorce services or something like that it just doesn't work the same way that's a consultative sale that's required not a launch process okay Russell Brunson's perfect webinar I purchased this product and it's phenomenal it's great training on how to do a webinar and sell on a webinar here's the outline that he gives you but what if your business is e-commerce and you're selling widgets online okay most people aren't gonna go spend an hour on a webinar just to learn about a widget that they can buy for ten or twenty dollars on Amazon the projects can order it see if they like it if they don't they'll return it right ecommerce has changed over the years and it's much easier and there's low risk and so a webinar is overkill okay so in the chat let me just ask you guys real quick I've been talking a lot let's get this a little more interactive what is your business model just type in there real quick are you local service online service ecommerce or influencer okay everyone hop in the chat real quick and just let me know what model you're in okay all right so we got influencer influencer local service with the little online service okay great I'm glad you mentioned that because some of you are a combination came we're gonna talk about that a little bit okay so it can be great you look you recognize that you're a local service with a little online service Rob says influencer Barbara says online service primarily but a bit of influence are good you recognize that where piazzas were pivoting from local service to online service great that can be a tough transition but it's possible local national b2b products and services brick-and-mortar ok then they got ecommerce service we got local service online influencers / professional service a local service and online education got a travel agency online and local service plus influencer all kinds of stuff going on there then we got online sales within purse and delivery transitioning to some online services great so you guys are starting to identify where you fit right what business model you're actually operating in and so let's start to lay out some of the characteristics of the different business models because this is what defines the conversion model you actually use okay so local services they offer a service not products they do offer sometimes not always but sometimes those emergency services right so we talked about the plumber who get someone calling saying hey I've got a leak right now I need someone at my house right now right that's an emergency local service or an urgent need service so a lot of local services offer those types of services and they sell in the median price sometimes in the low price and sometimes in the high price but typically local services are medium price to high price right okay so then we got our online services and again they offer services they don't offer 911 services or emergency services so typically in the medium price to high price range and sometimes they have products right so look at our business we offer services we help people with their Infusionsoft* What the star implies: Links marked with a * mean that we will receive a commission if a booking or a specific action is made via the linked provider. There will be no additional costs for you. Also, we won't receive any money just by setting links. in their marketing we build funnels essentially right but we also have some training products so we're an online service that also in that situation operates a little bit like an influencer okay because we have those products we have some low price and medium price products that people can purchase okay all right so then we have e-commerce typically low price and they sell products not services and sometimes medium price usually not high price but every once awhile and then you got your influencers who sell products and they sell them at low prices and they sell in the medium prices and they sell services a lot of times we're not always and these those are often at high prices and they usually don't offer any kind of emergency service okay now look and see on this screen where your exes are okay I want you to make note do I sell low price products medium price products or high price products which ones do I sell do I offer emergency services do I offer services or products ok these are key factors in how you're going to design your conversion model okay so let's look at some examples I've got a local service say a roofing company they do sell emergency services because someone might get a leak when it's raining and they call up as a my roof is leaking all over before I need something to come and help me out right now right and then they also sell full roof repair and replacement so this might be medium price for the emergency services depending on the situation high price for the full roof repair or replacement okay the medium cost I cost let's look at how the business works they're gonna have phone intake right when it's emergency service needed I'm calling on the phone I'm looking up Google and I'm tapping the first number I see and I call up the phone right and then when they answer the phone they've got to determine one of two things is this a 9-1-1 service is this an emergency service or is this someone calling to inquire about the full service okay if it's an emergency service then they're gonna quote and dispatch right away right they're gonna get someone out to your house right now and then they're gonna deliver the service if it's full service then they're gonna quote and follow-up are they going to set up an appointment to follow up and have a further discussion about the quote and then they're gonna close the deal and they're gonna deliver the service okay now you've also got people who are going to do a website search right if I'm not in kind of the emergency situation I'm doing website search I'm gonna get a little bit educated on this and I'm gonna end up on their website where they might have to actually offer a lead magnet okay now lead magnet might seem weird for a roofing company but they might have some kind of quiz or assessment or a short guide you know five things to know before you hire a roofer now there are various different ways to capture leads with non-standard lead magnets for local service businesses so that person is going to get captured they're going to go into an educational nurture process and then maybe that's gonna drive them to an online quote again that online quote it's going to go into the follow-up and then close the deal and then the the service after any service is delivered we're gonna request an online review okay now hopefully me walking through this helps you realize okay yeah I see that I see how that it's very logical right I mean this is not not anything new for any of you guys but breaking it down into these pieces hope hopefully helps you realize as a local service business how the model works how the conversion process works you notice there's no webinar involved here okay there's no you know landing page with the trip wire and a core offer and a profit maximizer okay it's none of that kind of stuff it's a little more traditional but there is a place here for lead capture follow-up nurture automation all those types of things it just looks different okay all right so let's simplify that down a little bit further so we got a phone intake and our web lead capture right the web lead capture goes to this educational nurture process both are eventually gonna drive towards the quo and then there's some follow-up we close the deal we deliver the service and then we request the online review okay that's a really really high level simplified view of what the local service business model looks like for household services okay might look a little bit differently for a professional service okay but there's gonna be a lot of aspects that are very very similar why because going back to that grid with all the X's because a lot of the X's are the same okay the main difference here is local services that are household services often offer those emergency services where professional service businesses typically don't that's the biggest difference other than that there's a lot of similarities in the model so how do we do the web lead capture well it might be a video series or a guide or something like that that's gonna attract some attention then once we do we get them in we're gonna do some nurture right which is our typical indoctrination type sequence and then with the quote and all that process we're gonna get them into a sales pipeline and then after we deliver the service we're gonna maybe have a loyalty a rewards program where we reward people for giving us an online review or for coming back and purchasing more or whatever right so those are some ideas now we're getting it down into the tactics these are campaign tactics how we actually execute on delivering the conversion process okay any questions on that so far let's take a look at a couple of different ones here we're going to do a local service business let's say it's an elective surgery type of business like a Med Spa okay my animation is out of sync here as I get a seminar there but the idea so again they're gonna have a phone or office intake right people are gonna call up or they're just gonna walk into the office and they also have radio ads oftentimes these types of businesses are running radio ads or even online ads and those ads might drive to an educational seminar right you've all seen this before hey come on down to such-and-such hotel on Saturday morning at 10:00 a.m.

We'll give you a free lunch and we'll talk to you all about you know tummy tucks or whatever right I don't know what they're selling but you know it's an educational seminar and they get people there at very low cost or even for free to come and learn well all of that of course the purpose is to drive to a quote then we've got a follow up close the deal deliver the service and request online reviews and then there's a process of course of upselling maintaining relationships retention etc but again we've got our online seminar as elite or sorry our live seminar educational seminar as a lead capture device we've got the phone intake as a lead capture device if you're not if you're a local service business and you don't consider your phone as a lead capture device and you don't have forms that your phone people are entering in contact data every time someone calls then you're missing out I'm probably the most important part of the business okay all right once we quote we're going into some follow-ups and nurture some indoctrination if you will we have a sales pipeline process built out in Infusionsoft* What the star implies: Links marked with a * mean that we will receive a commission if a booking or a specific action is made via the linked provider. There will be no additional costs for you. Also, we won't receive any money just by setting links. and we have our loyalty rewards program to encourage online reviews alright let's look at the influencer model and we've already look at this so I'm gonna go quickly but we basically go capture with lead magnet and then nurture and your tripwire and then my stuffs all out of order here but you got your core offer your profit Maximizer and this happens typically all online in the beginning right we capture leads online we indoctrinate we do in ours we do all kind of stuff to upsell and then we're inviting people to live events where we can sell them the higher ticket higher profit items and maybe even we use a sales pipeline to call and close those deals okay now we've got our e-commerce which is fairly simple as well get all this out here cuz it's all out of order whoops there we go so we got a lead magnet sometimes you notice the offer is up there because oftentimes the offer for e-commerce is what brings people in the door it's not necessarily a lead magnet right but the lead magnet think about this differently is not necessary an e-book or a video series or whatever it might be a coupon right so the coupon itself the lead magnet itself really is just an offer right it skips people forward to the offer by offering a discount or a bonus or something like that right so you capture people with the coupon then you're gonna do some nurture some indoctrination and actually get the offer in front of people get them to purchase then you want them to purchase again and that's the key here with e-commerce is repeat purchases you've got a fulfillment process online reviews repeat purchases etc so that process is a little bit different okay so hopefully you're identifying here where your business model overlaps with these different business models and how the conversion model might be different in your business okay so question for you guys would you like to know how to discover your perfect conversion model you can just comment in the chat we are in the process of building out a little quiz a little tool online where people can go and answer some questions about the business and then it will lay out for them various different examples of conversion models that would work for their type of business so if you're interested in that just say yes in the chat we'll get that out to you guys soon should be later this week we'll have that ready and we'll we'll share that with you and that would be a great way for you to go and get just a little more insight a little more training on your particular business model all right so let's just come back here let's see what did I do you guys are still here right okay my zoom like disappeared but let me see if there's any questions about what I've just shared again I want to leave the rest of the time open for a Q&A but do you have any questions about the business model oK you've got four different major business models your influencers ecommerce local service online service and then you've got various different conversion models that can be used to match up with those business models and if you don't have a good match then you're gonna have a problem so we've got to make sure that we're looking at it the right way we understand the business model and we understand the right conversion models that match let me know if if that is all making sense or if you have questions about this stuff a camera has a question he says how does this quiz work in your model great question so in our model were again an online service business or an agency but we also offer lower priced products and so we we tend to operate very much like an influence or style business on the low end we capture leaves with influence or style marketing we bring them in and sell them low priced products influence or style selling of products right and then we ascend people instead of sending people into like a high-end mastermind we ascend people into our our service our services which is our unlimited factory implementation service and so where does the quiz fit the quiz fits in the process of identifying helping the the customer identify where their conversion model needs to be helped and they might identify that okay my conversion model is off it has challenges I need to make you know some improvements here and then we offer them opportunities to make those improvements those improvements could be hey get into success lab and get go through some of our training which will help you or if you don't have the time or energy or expertise to do it then you let's talk to us about you know us doing those services for you and so it's a it's a way to really educate the customer and give us some insight on their business at the same time all right Alison's asking what tools do you use for discovery questions are you talking about discovery questions that you get answers to online or that a sales rep might use in a discovery conversation the quiz okay so Alison is referring to the quiz well for us you know the the the quiz for us all comes back to pull this up for you and I'm gonna share my screen again for us this particular quiz it's not really a quiz per se it's more of of a tool and it comes back to this grid here where we're gonna ask people questions about do you sell products you sell services do you sell emergency services are they low priced medium or high price based on how someone answers those questions I can tell them without even knowing anything about their business I can tell them what types of marketing campaigns they should use to make all that happen that's all I need to know I don't need to know what industry you're in I don't need to know what business model you're in I could probably identify your business model just by knowing the answers to those questions and so our little quiz or tool we'll be asking these questions and then we can deliver to them hey here are the business or the conversion models that you should be looking at for your type of business okay all right Josh I see you there that's great um good to have you on here all right I got a lot of questions coming in here hold on just one sec all right Kemba says I've heard or maybe it's Josh I've heard you say that the offer is a big fixer of even bad funnels is deciding on the conversion method the first part of a great offer yes you can't put an offer out there without having you know the conversion model all figured out I mean you can but it's all gonna be more effective if you have a good conversion model all designed but the offer remember I said today and yesterday is the is the strategic foundation of your business tomorrow and Thursday we're going to talk about your tactical advantage the first piece of the tactical advantage is your offer if your offer is not good then I don't care how good your funnel is I don't care how good your copy is all of its a waste because it's just not gonna work the offer has to be killer has to be really really good and so you've got to have a really great offer but to get people to the offer you gotta have a conversion process right so you might have a great way to get people on your list and they don't buy anything that's fine as long as you can get an offer in front of them late later or some people can drive ads straight into a really solid offer and get that to work it all depends on price points your model all that kind of stuff okay all right I want to incorporate more 9-1-1 opportunities in my business that have the sales pipeline set up but it is more for towards a console any idea on how to modify this yeah emergency services don't typically utilize a sales pipeline right the examples I gave the roofer who has someone called because the roof is leaking or the plumber who has you know water spilling all over the place and the person's freaking out and they need someone to come and fix it those emergency services here's the deal put yourself in that in those shoes of needing that service I actually had this same problem a year ago maybe my wife calls says hey the hot water heater in the garage is shooting water everywhere what do we do well I rush home I get in there and sure enough the garage is flooding there's water everywhere it's shooting everywhere and here's what happens I get on my phone Google right plumber and the very first one that pops up I tap it and I call don't answer all right next one no answer next one all right hey I got water all over my garage that's going all crazy can you come right now yeah we can send someone in for hours yeah no thanks boom next one okay and so that's the process and the first person that gives us a semi-reasonable quote over the phone I'm like okay yep just send them I almost don't even care what it costs as long as it's not like completely insane just send them so in that scenario no sales pipeline was involved right we went straight from a phone call to a quote and so what you should be doing on that side of things if you're the business is the first thing I'm doing is capturing the information I'm probably using an internal form remember them name email phone maybe some details on the case submit great kid that's gonna put them into a holding pattern and a sequence somewhere with a timer that's just gonna wait for a little while the rest of the conversation I'm like okay what's going on blah blah blah let's quote it out I may be building a quote in Infusionsoft* What the star implies: Links marked with a * mean that we will receive a commission if a booking or a specific action is made via the linked provider. There will be no additional costs for you. Also, we won't receive any money just by setting links. right then and there if I'm going to use infusions thoughts you might have some other kind of practice management software or whatever and so in that situation I'm building out that quote and then I'm offering the quote on the phone and if they accept it then I'm sending that off through Infusionsoft* What the star implies: Links marked with a * mean that we will receive a commission if a booking or a specific action is made via the linked provider. There will be no additional costs for you. Also, we won't receive any money just by setting links. or maybe the technician who gets there is gonna have that quote on their iPad or their phone or something like that they're gonna be like okay look it's four hundred ninety five bucks to fix this leak are you good with that yep good sign it alright they fix it and they pay and we're done so paying cancels the sequence that was the holding pattern when I put them in to the internal form in the beginning because if they didn't move forward with the quote then that sequence was gonna eventually go into some kind of drip follow-up haiti to get your problem resolved we're here for you here's some education who's relationship building stuff whatever right but since they did move forward and purchase we cancel that and now we're gonna put them into new customer welcome you know some kind of loyalty program whatever it is i get them to submit an online review maybe asking what they want us to come and assess their whole plumbing in the house to see if there's gonna be any future leaks and whatever we can get to fix it right we've got an upsell process their loyalty process etc so there is no no sales pipeline involved but if that person then calls back up and says hey thanks so much for fixing my water heater turns out this house is really old we need to take a look at the whole house you know the plumb the whole house can you guys come and do that okay now we've got a sales pipeline process that we're gonna start right we got to do the whole quo and have multiple conversations and and whatever so it kind of depends on what you're doing all right so we're getting into everyone's questions you guys have a lot of questions about this stuff which is great what I'm gonna do is go right up to the top of the chat because our open office

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