PODCAST

Prime Resources Podcast

Business Development Resources (BDR)

BDR’s Prime Resources podcast is dedicated to providing you with the knowledge you need to help your business achieve Prime results - with Prime being the most flourishing stage or state.
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Self-Leadership and Goal Setting
Self-Leadership and Goal Setting
May 2 2022
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Self-Leadership and Goal Setting
Self-Leadership and Goal Setting
In this episode of the Prime Resources Podcast, BDR head coach Paul Grizzle shares how to practice self-leadership and goal setting. Paul discusses the four pillars of self-leadership, the impact that self-leadership has on goal achievement, and how it all ties together in your personal and professional life. Learn how self-leadership could impact your business planning and drive you ahead of your competition.(01:38) – What is self-leadership?(04:10) – Physical self-leadership(05:40) – Emotional self-leadership(07:40) – Mental self-leadership(10:05) – Spiritual self-leadership(11:57) – The way we lead ourselves impacts the way we can lead others(15:24) – Becoming self-aware(23:38) – How to practice self-leadership(28:36) – Seeing the potential in other people(31:00) – Self-leadership impacts goal achievement(32:55) – Setting good goals(36:40) – Business Planning(40:55) – Final thoughts
May 2 2022
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How and Why to Document Procedures
How and Why to Document Procedures
In this episode of Prime Resources, BDR financial coach Laura Irons Finley discusses the importance of creating and documenting procedures. Laura shares the positive impact that procedures, workflows, and policies can have on your company. Clarifying communication, building consistency, and improving service delivery are just a few of the benefits. Discover how to start building out your procedures and documenting them so you can maximize peak efficiency with your team.(01:19) – What is a procedure?(01:56) – How workflows relate to procedures(04:06) – The importance of documenting procedures(08:35) – Starting point for building out procedures(11:08) – Elements that go into a procedure(15:19) – Who is involved in putting all the procedures together?(26:22) – Keeping procedures updated and organized(32:00) – How managers can use procedures to delegate tasks(35:51) – How procedure, workflow, and policy all fit together(38:38) – Final thoughts
Apr 4 2022
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Safeguarding Your Company From Embezzlement
Safeguarding Your Company From Embezzlement
Embezzlement is a painful and emotional setback, which can have long-term negative effects on a company’s financial position.In this episode of the Prime Resources Podcast, BDR financial coach and trainer Kasey Stanley explains how embezzlement can occur within a business and how to prevent it. Kasey outlines best practices you can follow to safeguard your business along with helpful insights on what important steps to take if you experience embezzlement.(02:46) – What is embezzlement?(03:22) – Circumstances embezzlement can occur(04:56) – Ways to prevent embezzlement(07:23) – Example of embezzlement situations(08:53) – What owners can do to help detect embezzlement early(16:16) – Separation of duties for different companies and accounting team sizes(19:28) – What to do if embezzlement occurs(23:30) – Final thoughts
Mar 7 2022
24 mins
Defining Your Target Market in Commercial Maintenance
Defining Your Target Market in Commercial Maintenance
In this episode of the Prime Resources Podcast, BDR senior service coach and trainer, Jennifer Shooshanian, discusses the importance of identifying your target market and focusing your marketing on key segments that need your service. Jennifer helps outline the process of moving potentials suspects to active prospects - through research, filtering and networking. Gain an advantage over your competition in the market by learning and implementing this process in your commercial maintenance program!(01:37) – What is a target market?(02:20) – How to define a target market for commercial maintenance(04:56) – Identifying your company’s core competencies for commercial work(12:48) – Fine-tuning your target market and suspect list through research(17:02) – Who does the research in your company?(19:34) – When to move a sales suspect to a sales prospect(24:25) – Qualifying active prospects(31:50) – Final thoughts
Feb 15 2022
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Delegation: Your Power Tool for Getting More Done
Delegation: Your Power Tool for Getting More Done
In this episode of the Prime Resources Podcast, BDR head coach and trainer, Chris Koch, talks about the importance of delegating and the steps to implement successful delegation. By reframing your thinking, you could help your team members grow successfully while getting more done and adding value to the company. Discover your new mindset and how to successfully delegate to stand out as a great manager!(01:05) – Classes Chris leads(02:12) – What is Delegation?(02:33) – Benefits of Delegation(03:42) – How does delegation help you get more done?(05:12) – Overcoming the mindset of challenges and potential problems(10:58) – The perspective of an employee receiving a task(13:22) – Steps to delegate well(19:29) – Giving employees the Why (Bigger Picture)(21:43) – Common things an owner could consider [and not consider] delegating(25:26) – Worst Case Scenario: When do you cut bait?(27:08) – Importance of Delegating(31:46) – Final thoughts
Dec 30 2021
32 mins
Presenting Repair Options in Service
Presenting Repair Options in Service
In this episode of the Prime Resources Podcast, BDR head coach and trainer Jasen Laws discusses the proper process to follow on a service visit and how to present repair options to your customers. When explaining repair options to clients, Jasen believes in focusing on educating the customer and transparent communication to build trust with them. Discover what he does and apply it to your service calls so you can stand out from your competitors every time!(03:33) – What Must Happen on a Service Visit Before you can Present Repair Options?(04:45) – The Rule of 3(09:49) – Other Tools to Make it More Understandable to the Homeowners(13:59) – Benefits of Informing and Educating a Customer(17:40) – Handling a Situation When a Replacement is Needed(23:57) – Presenting Repair Options(27:35) – Closing the Process: Getting the Final Decision from the Customer(31:54) – Building Trust with the Customer(33:49) – Final Thoughts
Dec 10 2021
35 mins
How to Become a Customer Service Hero
How to Become a Customer Service Hero
Are your customers holding out for hero? In this episode BDR Coach, Trainer, and customer service expert Catherine Bares explains how to become a customer service hero by fine tuning how you react when your company experiences a service failure and then applying the six steps for dealing with unhappy customers. Find out how to position yourself to make a heroic customer save that leads to increased customer loyalty and referrals.(01:00) – Recognizing When a Customer is Unhappy(02:57) – What a Company Should Do After a Mistake Has Been Made(08:07) – What NOT to Do When You Have a Service Failure(10:34) – 6 Steps for Handling Unhappy Customers(16:20) – Importance of Keeping a Positive Attitude(18:16) – The Process of Solving the Problem(22:37) – Finding the Best Approach to a Solution(26:35) – The Heroic Save in Customer Service(35:40) – Making the Future Fix(38:15) – Applying Customer Service Internally
Nov 8 2021
41 mins
Why Dispatchers Can Make or Break a Service Department
Why Dispatchers Can Make or Break a Service Department
In this episode, BDR Trainer and Senior Service Coach Jennifer Shooshanian explains why Dispatchers are critical to the success of a service department. Jennifer covers the elements that need to be considered when scheduling service calls to reduce travel time and down time as well as strategies on how Dispatchers can positively impact internal and external customer service delivery. What type of person can succeed in the high pressure world of dispatching? Jennifer explains the traits that great Dispatchers share and highlights which ones are the most important to look for. She also provides guidance on the support that Owners and Managers should provide to set up their Dispatchers for success.(01:51) Defining the role of the Dispatcher, (5:30) Traits and skills of great Dispatchers, (12:57) Finding the right person for the Dispatcher role, (15:47) Strategy and dispatching, (22:45) Positive relationships between Dispatchers and Technicians, (30:09) External customer service, (36:37) Balancing customer service and dispatching efficiency, (39:56) How management can set a Dispatcher up for success, (45:53) Service Dispatch University as a training tool.
Sep 17 2021
4 hrs 57 mins
Finding the Perfect Blend in Marketing Between Strategy and Tactics
Finding the Perfect Blend in Marketing Between Strategy and Tactics
In this episode, BDR Senior Head Coach Tammy Vasquez explains how to find the perfect blend of marketing strategy and tactics. Your marketing strategy must function on a high level to guide you in accomplishing your overall goals. Your tactics are the way to implement your strategy. Both are needed for true marketing success, but what is the balance? Tammy covers how to create a marketing strategy to succeed in today's environment and shares different tactical options you can apply to make your strategy a reality. Not sure whether a billboard, online ad, or social media is the right tool? Want to build a marketing plan that gets results? Take a listen as Tammy shares her insight and experience from her history as a dealer, territory manager, and business coach.Episode Time Stamps: (02:17) Defining the difference between marketing strategy & tactics(03:38) Understanding the importance of constructing a marketing strategy(04:43) Illustrations of a marketing strategy(10:02) Breaking down the challenges(11:56) Tactical framework to build consistency(14:12) Efficacy of marketing tactics(17:30) The architecture of building engaging content(20:57) Advantages of implementing an outbound call strategy(28:50) Targeted vs. broad: Striking the right balance(32:32) The role of social media(36:32) Creating the right mix of marketing messaging(39:05) Engineering engagement that drives referrals(41:57) Client retention(47:35) Strategy and tactics: the perfect blend
Sep 2 2021
51 mins
Why Installers Need "Interaction" Skills
Why Installers Need "Interaction" Skills
What impact does communication have on your customer's installation experience? Join BDR trainer and Head Coach Shaun Weiss as he walks you through the process of how simple adjustments in communication can raise customer satisfaction and transform your business into the preferred choice in your market. The process starts from a customer's first connection with a sales professional all the way through to their interactions with installers during the installation. Discover how to build a culture great communication and "promise keeping" that will set you apart from the competition. (02:13) Defining the role of the Installer today, (06:43) A deeper look into the interpersonal skills an installer needs, (14:27)  Overcoming communication challenges, (16:31) The points of "interaction" on a typical install, (20:39)) How to enhance the customer experience, (28:04) Building company culture for better communication, (31:26) Identifying the habits of a retail-based installer, (39:24) Developing appropriate responses to children and pets
Jul 22 2021
46 mins
Why Your Business Plan is a Roadmap to Freedom
Why Your Business Plan is a Roadmap to Freedom
Do you want to discover the roadmap to freedom in your business? In this episode, BDR’s Vice President of Coaching Services, Kim Archer, will meet us at the starting line, coach us through the hard turns, and show you how to cross that finish line like a champion. Kim’s track record through her 30-year career in the HVAC Industry has established her as a premier mentor. Today she oversees 30 coaches and leads BDR's business planning workshop, Profit Launch. Learn how to construct a business plan that not only refines your goals, but grows your vision for future success and leads you to your ultimate destination of freedom. So, start your engines, put the pedal to the metal and we will see you in the winner’s circle! (02:53) Why is planning so important for a business?, (09:52) What goes into creating a business plan?, (14:25) Leveraging your opportunities, (18:22) Industry standard for business planning, (19:42) Constructing a business plan without the financial information, (25:40) How often do you need to review and update your business plan?, (27:36) How to start your business plan
May 27 2021
38 mins
Communicating Your Financing Offering
Communicating Your Financing Offering
Financing is the most important sales tool you have today. While you may have financing options, how do you communicate them? Do all your customers know what's available? Do all your employees? Many customers today shop for financing first before making a buying decision. If consumers don't know you offer financing they may move on before you even get to talk with them. In this episode, BDR Trainer Scott Tinder shares the importance of developing a proactive approach when communicating your financing offering. Scott explains how to educate your team on financing and the different ways to proactively share your financing options with customers. (01:32) Why financing is a pivotal sales tool for today’s marketplace, (08:53) Developing a proactive conversation for financing options, (13:29) The advantages of financing options for the unplanned expenditures, (17:08) Financing helps consumers build the system they want, (23:00) Establishing a natural pitch for everyday interactions, (26:26) Offering financing in service, (32:08) How to begin implementing financing options into your business.
Apr 29 2021
36 mins
Why It's Important to Have a Growth Mindset
Why It's Important to Have a Growth Mindset
The love for learning and the belief that you can continue to develop your skills over time is a little known key to building a successful company that can stand the test of time. This is the Growth Mindset. BDR Head Coach John Michel discusses why it’s important to have a growth mindset in business and how you can get over the fear of change and set yourself free to build the company of your dreams. (03:58) What is a growth mindset, (05:32) The fixed mindset, (07:08) Theory of Marginal Gains, (07:35) Mindset that drives business results, (10:46) Business growth, (15:13) How to develop the growth mindset, (22:45) Cultural of gratitude, (29:41) Owners vs comfort zone, (34:38) Growth = Better future
Apr 2 2021
39 mins
What Owners Need to Know About Bookkeepers
What Owners Need to Know About Bookkeepers
In this episode, Laura Finley, BDR Financial Coach, unravels what Owners need to know about Bookkeepers. Laura utilizes her experience as a Bookkeeper and combines it with her knowledge as a Financial Coach to outline how Bookkeepers and Owners can work better together to create a highly functioning financial team. Laura shares proven solutions she has used to help her clients overcome the common challenges in forging this critical relationship. (03:16) Bridging gaps with Owners and Bookkeepers, (04:36) Finding the right Bookkeeper, (08:49) Bridging gaps in financials, (12:05) Meeting schedules, (15:04) What Bookkeepers expect from Owners, (17:16) Actions to obtain information, (19:12) Trainings for an entry level bookkeeper, (26:27) Financial coaching is like physical therapy, (28:25) Classic Bookkeeper mistakes, (31:04) Guidelines for transferring information, (34:33) Benefits of a good Bookkeeper, (41:09) What Owners need to know about Bookkeepers, (42:49) Structure in your accounting team
Feb 23 2021
47 mins
Overcoming Maintenance Pricing Fears
Overcoming Maintenance Pricing Fears
One common industry challenge is how to price maintenance agreements. Many dealers don’t price maintenance to make a profit because they fear losing customers. In this episode, Jennifer Shooshanian, BDR’s Senior Service Coach and Trainer, will help you face those fears! Jennifer has experience working with dozens of HVAC dealers across the country on their maintenance pricing. She will give you a better understanding on why increasing your maintenance price is essential and how to do it without the fear of losing customers. (03:03) Typical fears relating to maintenance pricing, (05:46) Percentage of dealers not properly pricing maintenance, (07:23) The mental hurdle, (11:00) Value in service maintenance, (17:45) Other industries and maintenance, (23:57) Dealers pricing structures, (27:40) Tiered maintenance options (31:03) "Membership" vs "Agreement", (36:07) customer vs client relationships, (41:31) Benefits of a successful maintenance program
Jan 27 2021
47 mins
Positive Customer Service Habits
Positive Customer Service Habits
Great customer service can help you build lifetime customers, close more jobs, and generate more referrals. On the negative side, a failure in customer service can destroy relationships you've worked hard to build. In short, customer service plays a major role in your company's success. In this episode, Catherine Bares, BDR coach, trainer, and customer service guru, shares her recommendations for positive customer service habits that you and your team can develop to enhance your company's results. (06:03) Why is customer service important?, (09:07) How do you drive customer-focused culture?, (12:21) Trust and verify, (14:23) Reviews and referrals, (17:45) Maintaining consistency in customer service, (23:16) Dealing with gaps in communication, (26:56) Key points in customer service, (31:21) Is customer service getting better or worse?, (42:54) Dealing with upset customers.
Jan 5 2021
55 mins
Developing Leadership Skills
Developing Leadership Skills
Leadership can either make or break a company. In this episode Jeff Plant, BDR Head Coach and Leadership Trainer, explains that great leaders are not necessarily born, but are developed. By developing your leadership level and having a servant mentality, anyone can become a more successful leader. However, be prepared to buckle up as it is a continuous learning journey. Poor leadership in a company can lead to turnover and being stuck with low performers. Instead, take the tips Jeff has provided to be a leader that will help retain employees and help your company succeed! (05:14) Are you born a leader?, (08:10) Traits of great leaders, (10:15) Servant attitude, (11:02) Level 1: Positional leadership, (15:36) Balance between leadership and management, (16:54) Leadership vacuum, (22:58) Business results from leadership, (27:02) Raising your leadership lid, (31:47) Jeff’s personal leadership challenges, (35:00) Decision making
Nov 25 2020
44 mins
Why Every Company Needs a Business Valuation
Why Every Company Needs a Business Valuation
Did you know that every company could use a business valuation - even if selling your business is not on your immediate radar? In this episode, BDR Head Coach and financial expert Kevin Nott explains how a business valuation works, when should it be performed, and why it’s beneficial. Is the HVAC industry a desirable one for potential buyers? Listen and find out!(02:49) What is a business valuation?, (04:50) Timeframe of a business valuation, (07:58) Points of a business valuation, (09:44) Why is a larger company attractive to a buyer?, (12:43) Can you ballpark a business valuation?, (18:40) Professional business evaluators, (29:08) Is the HVAC an attractive industry to buyers?, (36:48) How to prepare for a business valuation
Nov 4 2020
48 mins
How to Generate Employee Engagement
How to Generate Employee Engagement
Are your employees engaged in their work and your company's future? Chris Koch, BDR Trainer and Head Coach, provides insight on the topic of how to generate employee engagement. What is employee engagement and how do you identify it? How do you encourage engagement in your employees and build a company culture? How do you make tough decisions when someone is not engaged or is not a cultural fit? Chris tackles these subjects and more. (02:25) What is employee engagement?, (03:25) How can you tell your employee is engaged?, (07:57) Recognizing an engaged person, (09:10) Identifying engaged technicians, (14:00) Owner's and Manager's roles, (15:30) Connecting with new employees (in-person or remote), (17:30) Team meetings, (20:23) How to connect with your employees, (22:24) Making tough decisions, (26:45) Company culture, (29:57) Engagement examples
Oct 26 2020
40 mins
The Importance of Proper Duct Design
The Importance of Proper Duct Design
In this episode Candy Cunningham, BDR’s Duct Design Trainer, explains why proper duct design is a critical skill to develop. When dealers do not have formal training in the art of duct design, it can lead to waste, part failures in an HVAC system, and a decrease in customer satisfaction and referrals. Having formal training and an understanding of proper duct design will set you apart from competition, positions your company as the right choice, and generates labor savings. (04:59) How do people learn duct design?, (05:58) Duct Design, the lost art, (07:00) Good & bad duct work, (12:26) Improper duct design creates waste, (19:47) Duct design in the sales process, (21:19) Aerodynamic fittings, (36:29) 1st step to a proper duct system design, (40:17) How can a Dealer improve duct work, (41:32) Great duct work reduces noise, (47:00) Retail sales and duct design
Sep 14 2020
49 mins