The company
CertaPro Painters is North America's largest residential and commercial painting company, with hundreds of locally owned and operated franchises across the U.S. and Canada. Each franchise focuses on delivering quality service and building long-term customer relationships in their local market.
The following is a transcript of the video above.
The follow-up problem
Now, when your day is filled with going to another five to eight estimates, finding that time to do quality follow-up, consistent follow-up, is really challenging. Some of your sales guys are so focused on sticking to their calendar and meeting with the next job and getting with the next customer, they don't realize the value lost on the one they've already spent time with.
They already paid for that lead. They already spent an hour or two hours meeting with that customer. When given the choice, they'd rather start all over with a new customer rather than follow up with the old one. So it was a challenge for them to remember what the next step is.
Losing half the jobs to lack of follow-up
If you've got a salesperson who's actually doing really good in our industry, he's landing 50% of the jobs, which means half the people they're meeting with don't choose CertaPro. The large portion is because of just not being able to follow up, not being able to stay top of mind for the customer. And somebody else moves in, something else comes up, they forget one thing and remember something else.
What Hatch changed
Having the quick communication side of everything — that was what was missing from us. That's where I really believe the improvements went down. And Hatch provides it, and they provide it in a really simple, easy way to do it.
And from a technology side, your website is really easy to use. You guys kept it easy, kept it simple, visually appealing. Whether you're looking at it on a laptop or you're looking at it on your phone, it's easy to operate and it gets the results.
Top reps, biggest Hatch users
Reps that right now have the highest success ratio, the most dollars booked for this year, are both my biggest users of Hatch. Glenn attributes his success to the support of Hatch. He's been a sales rep since 2015.
Salespeople are creatures of habit. So when he looks at the only thing he's changed and all of his numbers are in the positive, that's why he knows it's Hatch.
I definitely think the communication — getting the leads in and having you guys help us stay in front of customers — and I have to give credit to you guys for it because there's nothing else that's been changed.
