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Which did not go out to become a business coach. Like most commercials, he also started a toolbox, some hand -on -skills and a dream of working for himself. But six years after running his company, he found himself on the brink of 1 471,000 loans and bankruptcy. Only when a loyal customer – someone saw how tension insisted on Kersara – finally asked, “How is it really going?”
This simple, gut punch of a question became an important turn.
Kresara realized that he was not selling just parts or wages. He was in a business of confidence, confidence and peace. Once he became the master of his mistakes, Karsara just spent decades to learn how to fix them – not only for himself, but also for thousands of other services across the country. That set up Service MVPA Podcast And the membership community, to provide sales training and support to contractors, which he wished for when he was starting for the first time.
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Krasara’s biggest lesson is to stop thinking about your work as a line item. Consumers assume that they are paying for a part or a few hours of wages, but Kersara insists that the parts are free: “I always tell people… 100 % of what you are putting there is your service. This is the product. You are just providing service, and the parts are free.”
The Carsara encourages the service providers to educate consumers at their pricing structure. When recovering, such a conversation does not feel like a sales pitch. It in fact creates confidence and the price objections are often exposed before it comes out. “This is a burden that takes the service provider,” he says. “It is your job to give 30 seconds of economics to customers when they start to take you a path that attracts you to do non -standard work at a lower price.”
When it comes to pricing, Crasara does not coat it. He thus breaks the ideal service business:
- Labor: 20 %
- Material: 20 %
- Overhead: 35 %
- Profit: 25 %
“Profit takes courage,” he says. “If you are checking the pay check and you are waiting for the next job to make you successful, then probably. It is not going to come when you need it. There is a great risk to work.”
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In Kersara, the profit is not about accumulating wealth. It is fuel that strengthens everything: better tools, better training, better service. “I suggest that some of these profits resurrect in a better customer service experience that encourages users to turn you into their champions so they can send you with their friends and family.”
During his 48 -year career, Cresara has learned that customer experience is everything. He emphasized that contractors need to invest in communication tools to make the experience smooth, from the first phone call to a service after a service. “When you answer the phone, you want to smile,” he says.
Crasara often responds to the phone, “This is a great day in service MVP, how can I smile you today?” It may feel small, but it makes the first impression.
The building trust begins before arriving at the job site. For Kersara, customer service begins with this first phone call. When you consult a client, he reminds himself of two purposes: “One is that these people are taking care, respect and help. To me, this is my (first purpose.) My second thing is, I do not need to accept it.
According to Kersara, this attitude allows you to focus on providing a great service rather than offering sales. People can understand this level of trust, which they believe is the key to consumer successful interaction.
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When it comes to expanding your business, Kersara says the first step is making your solo operation permanent, efficient and profitable. He says, “You are a prototype for customer service experience that you are training to do other people. So a number one, perfect for customer experience.”
Your first rent should be someone who can photograph your quality, not only to work on your plate. Kersara believes that many small business owners stumble from here: they hire very quickly or without any project, and suddenly they are training someone to follow a broken system.
“The biggest head you have, the big head that will be in place, and as soon as you hire people, prices will increase,” says Kersara. “Profit allows us to enjoy the services of fellow workers who can actually work instead of (you).”
Finally, Crasara emphasizes the value of consumer opinion. Good reviews promote morale, but if you are ready to hear, bad people can be even more valuable. He says, “In a bad review free business consultation, 000 can be 12,000.” “Good reviews are for falsehood … bad reviews are for apathy. They are there to help us improve.”
Crasara encourages business owners to respond sincerely: To thank the reviewer, acknowledge how they feel and give way to the resolution.
“Sometimes bad reviews are a better way to help you answer.” “I am not saying that you want to get all the bad reviews, but if you get a little percentage of bad reviews, take the opportunity to show what you have made and what your value system is, and do not fall into the negative.”
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Kersara’s advice boils on some simple but powerful truths:
- Smile people from the first phone call
- Always ask what your value is
- You are providing a service, not parts
- Make your business like you are training the future team
- Don’t be afraid of your mistakes – learn from them
View and subscribe to the above Behind the review For more information from new business owners and reviewers every Tuesday.
Editorial contributions by Jia Chu and Emily Moon