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Business Solutions for Maximizing Profits March 2008
Since 1992, NSPG has been providing the tools that allow contractors to increase profits and minimize business hassles. With our simple-to-use-tools, you can make being a business owner what you always wanted to it be - successful, profitable and rewarding.

Making the Sell
Tough economic times make effective selling by your techs more important.  Giving your customers the information they need to make an intelligent choice about your services - also known as selling - makes sense in a down market.  The benefits begin with selling your techs on the value of selling.

One of the big problems that many service companies have is convincing their techs to sell your services to your customers.  Some techs feel that their job should deal solely with fixing the problem, and that "selling" alternative solutions is unfair to the customer.  In reality, the companies with the highest customer satisfaction tend to be the ones that offer their customers multiple choices for how to solve their problems.

The non-seller technicians tend to hold to the idea that the lowest cost solution is always the one the customer is looking for.  They think that offering higher value / higher priced solutions through an established sales process is not what the customer needs. 

In a few cases, this is true.  Some people are always going to look for the lowest price regardless of the long term cost.  And when you run into this type of customer, you should always give them what they want if it makes sense from a quality standpoint. 

Making an inexpensive repair on a system that is bound to fail again shortly may not make sense for your company.  In a case like that you have two options.  You can point out that the customer risks further problems, and then do the inexpensive repair if that is their decision.  Or you can explain the risk in the low cost solution, and walk away from the job.

Most customers will choose a solution that they feel offers the highest value.  Cost is a factor, but they want to balance the dollar cost against the long term value of the solutions you can offer.  And that is just what selling is in the service industry.  You give information about the alternative solutions that may offer more value to the customer, so they can make their own informed decision.

If your non-selling tech needs any convincing about this, just send him to any mall in America.  They will find many stores selling clothing for prices that range from the reasonable to the ridiculous. Then take a ride to the nearest Wal-Mart or Target.  If everyone wanted to pay just the lowest price, the mall would be closed and replaced by the Wal-Mart. 

People buy what they want for their own reasons.  If you don't present them with the available options by "selling", they won't know their options.  They will be forced into buying whatever solution the non-selling tech offers, or they will buy from a competitor who offers them higher perceived value.

During economic slowdowns like we are experiencing now, this non-selling sentiment grows.  Techs want to offer the lowest cost solution to save the customer money because of the constant bad economic news.  In many cases, this is just the opposite of the correct solution.  With all the bad mortgage news these days, many people will decide to stay where they are rather than move.  They may be more willing to spend a little bit more for higher quality products and services for their home or business.  They view it as an investment in comfort in uncertain times.

If the tech does not let the customer know all of the options available, the customer cannot make the decision that is right for his particular situation.  Normal selling for your technicians in most cases should be a no pressure presentation of the options that your company can offer to solve the customer's problem.  Then the customer is free to decide how to proceed.

If you can get your non-selling techs to understand this, you may be able to get them to follow your company's sales procedures on a regular basis.  They will see an improvement in their dollar sales amounts, and will probably see an improvement in customer satisfaction.  Everyone wins.  The customers get to choose the value options that make sense to them.  The tech improves his sales numbers.  And the company improves its bottom line.

The choice is yours.  You can hunker down and hope you make it through any slow down in your area by competing on price, or you can compete on the idea that your customers will be happier making their own decisions. 

You can give Mike Conroy a call to discuss your business and sales strategy, your numbers, or your flat rate books.  He always enjoys talking to business owners who are willing to work their way to success.


Measure Monthly, Adjust Quarterly
 & Achieve Annual Profit Goals

Over the last few weeks we've released new free updates to our National Standard Price Guide software.  These updates included new reports in response to customer requests.

One of these new reports is the Apprentice Certification report.  This report allows you to print out a listing of Tasks to be completed and reviewed by a supervisor.  This report is designed to allow you to track the performance of an apprentice or new hire.  This will allow you to be sure that they are performing up to the quality standards you have set for your company.

We have also added a new print option for select Parts reports that allow you to choose just Parts used in active Tasks.  This can reduce the size of your lists and allows you to focus only on the Parts that are used the most.

Another new report is the Parts Price Updater.  This reports allows you to print a list of your active Parts with spaces to write current pricing and other locally supplied information.  This report will allow you to keep your prices up to date without the cost of a paid pricing service.  Some supply houses will even fill in your numbers for you on this report, so you can easily use your own office staff to keep your prices current with your suppliers.

Next time you download a free update, take a look at these new reports to see if they are something that will work for your business.

 On-Line News

Lucky Plumber

This is not how to close the sale.

Innovative recruitment program

He did not want the incident to interfere with the sale.

And you're proud of your new truck.   


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In This Issue

Phone 800 841-8542

Numbers Cruncher

National Standard
Price Guide

Performance Dispatch Plus

Freebie of
the Month

The freebie of the month is a web site or product that we feel gives you something worth looking at or using that costs you little or nothing.

Adobe Photoshop is the undisputed king of photo editing.  But, at about $700 it's too expensive for most of us.  Now Adobe has released a product at a price we can all afford - Free.

Photoshop Express is an online  photo editing site that is probably as good as anything available on the net today.  It provides three photo services in one location: organizing, editing, and sharing your photos.

Once you sign up, the basic operations are pretty easy.  Uploading and organizing your photos will be easy for anyone who has a little experience with opening and saving files.  Editing is amazingly simple. 

Choose the picture.  Choose what you want to do to the picture from a list which includes automatic correction.  Make the adjustments.  Save.  It's that easy.  Any changes you make can be undone with a couple of clicks.

Photoshop Express covers the basics and it has a few artistic tricks that you may want to use when you create your next ad.  You can select a range of colors in the photo, and set the rest of the picture to black and white.  Or you can convert your photo so it looks hand drawn.  You can even do an automatic repair.

After you're done with your changes, you can leave the photo for display, email it, download it to your own system, or send it to other photo services so you can get a print.  You can also embed the photo in your web site without moving a copy there.

If you have a favorite Free site, let us know.


I may not have gone where I intended to go, but I think I have ended up where I needed to be. 
                  Douglas Adams

If I had to sum up in one word what makes a good manager, I'd say decisiveness. You can use the fanciest computers to gather the numbers, but in the end you have to set a timetable and act.
                      Lee Iacocca

An investment in knowledge always pays the best interest. 
                Benjamin Franklin

There is only one success - to be able to spend your life in your own way.
           Christopher Morley

The next Money Masters® will be at the Pheasant Run Resort in St. Charles, IL
on May 30 & 31, 2008 with a visit to Precision Plumbing Services.

At this Money Masters, you will visit Precision Plumbing Services.  They were featured in Plumbing & Mechanical Magazine for their outstanding customer service, training, and accountability. Precision Plumbing Services was not always the well oiled machine that it is today. Matt Morse opened Precision Plumbing Services in 1992 with a single van working out of a garage.

Times have changed drastically for Matt Morse and his company.  Precision’s revenues are well over $5 million now and they are putting 10% to the bottom line - consistently.  In less than three years Precision Plumbing Services has doubled in size.  Their average truck produces over $425,000 for the company each year.

Precision Plumbing Services was 80% new construction work in 2000. This was not where Morse’s passion was. He wanted to perform residential service work – and he wanted to do it profitably.  In 2003, Matt Morse started working on the business instead of in it. He hasn’t looked back since then.

Matt employs over 30 people who receive a good salary and an exceptional employee benefits package that they deserve. Matt Morse now has a company that runs itself. He has the extra time to spend with his family and friends because he is not slaving 70 hours a week to keep the company’s doors open.

Come to Money Masters and visit Precision Plumbing Services. You will get an in depth look at how a successful contractor went from working out of a garage to getting national recognition for his professional achievements. 

7:00 - 7:30 a.m. Breakfast & Registration
7:30 - 12:30 Money Masters Seminar
12:30 - 1:30 Lunch
1:30 - 5:30 Tour of Precision Plumbing Services
6:00 - 10:00 Dinner & Entertainment
7:00 - 7:30 a.m. Breakfast
7:30 - 12:00 Money Masters Seminar
12:00 - 1:00 Lunch
1:00 - 3:00 Money Masters Seminar, Nexstar® Showcase
Register for Money Masters Here


Numbers Cruncher and NSPG Flat Rate Price Books training


     HVAC Service Invoice   

Ever Wonder

Where Did the Money Go?


Portable Desk for forms and invoices
Portable Desk


Call 800-841-8542 now so we can answer your questions and show how we can help you build a more profitable business.

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