E.90 Tonya Burke
Tonya has made a career of sales and marketing since the young age of 18, and this is her passion and forte. After much consideration and many prayers later, she joined her husband in 2009 to grow their then very small exterior cleaning business in north Florida. In addition to being the Office Manager, she drove sales, account management and customer service for over 12 years, growing their annual revenue from 80K to more than 1M.
Spray Wash was their regions’ largest and most recognized exterior cleaning company, specializing in commercial projects spanning many markets, until they sold in May 2021 to a large national entity.
Their newest venture has been opening the very first PowerWash Store franchise in Florida.
She and her husband Ray also own and manage Spray Wash Academy, where for over a decade they have trained & helped countless start up and established businesses become successful and profitable. Helping others succeed is not only a passion, but also very fulfilling and rewarding for her.
Tonya will share her sales techniques and tips on how to conquer your competition to acquire new business, keeping and managing accounts, and effectively managing a successful office and business!
Time Stamp:
📍[5:57] How to systematize the sales process
📍[6:37]The importance of building rapport with the customer
📍[8:05]Valuing your customers time...
📍[9:37]The value of mirroring the client to relate & communicate with them the way they like to be communicated with...
📍[11:41]What is your customer's why?
📍[13:49]Client
📍[14:17]Clients don't care about features they care about feelings
📍[16:05]Everyone is selling; all day whether it is selling yourself or your product/service
📍[17:25] "I appreciate the opportunity to earn your business"
📍[18:05]How do you overcome the hurdle of an admin saying they do not love sales?
📍[18:21]Sales at it's core is an information gathering process and then presenting a solution/opportunity to solve your customer's pain points....
📍[23:25]How Tonya builds rapport with clients: mirroring, active listening, sending a thank you note post job, and callbacks are an opportunity to build additional trust and professionalism.
📍[25:57]if you have questions at any point feel free to drop them in the comments section!
📍[26:33]Tonya LOVES follow up!
📍[26:45]No invoice without follow up...
📍[27:13]She wants you to leave 100% satisfied
📍[28:41]The technicians are NOT an island...
📍[29:13]Actively listen, empathize, never, ever interrup
📍[30:09]Prioritize touch ups, keep following up.
📍[31:41]Tonya sends the same team back for a touch up. Unless it's a specific problem that needs more skilled eyes on it.
📍[31:53]Office person will report back
📍[32:53]Set expectations up front...
📍[34:33]Education is when you tell the customer what you can/can't do before the fact. When you tell them after the job the explanation becomes an excuse.
📍[36:13]Educate your customer about your process and tell them what they can expect and what is normal...
📍[38:17]Educating your staff about expectations is as essential as educating your client
📍[40:17]Who is in charge of what?
📍[42:53]Martha would push the buttons of her new recruits early on in the training process to see how they handled criticism
📍[44:57]Marketing Homework: Spend some time to listen to your customers to hear their why
📍[47:09]Finance Homework: Answer a coll, think about your customer experience, what questions do you ask?
📍[47:25]Systems Homework: What is your follow up process?
📍[49:13]People Homework: What are your common complaints both from employees & clients? And how can you be proactive about them
📍[50:45]http://therockstaradmin.com/
📍[51:01]March 10 & 11th in Nashville
📍[54:33]Good communication is the bridge between confusion & clarity" Nat Turner
"Quote of the Day"
Good communication is the bridge between confusion and clarity.
-Nat Turner
Resources:
Tonya Burke : https://spraywashacademy.com/
Tay Meroni (Marketing) with Pure Pressure Washing
Meaghan Likes (Finances) with Bookkeeping Academy Online, Likes Accounting Company & Jeff Likes Clean Windows & Gutters
Michelle Myers (Systems) with Pink Callers
Martha Woodward (People) with The Pay for Performance Expert, Quality Driven Software & Dusting Divas
