MWR #40 - The Customer Experience Strategy That Closes 95% of Jobs with Kevin Hess

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Marketing Without Rules

Lewis Vandervalk

45 episodes

1 week ago

Marketing Without Rules is your go-to podcast for breaking free from the confines of traditional marketing. Hosted by Lewis Vandervalk, this show throws out the rulebook and embraces creativity, boldness, and unconventional thinking. Each episode dives into the uncharted territory of marketing strategies that don’t follow the norm – and that’s exactly the point. From disruptive tactics to real-world examples, interviews with industry rebels, and off-the-wall ideas, the podcast is for anyone tired of playing it safe. Whether you're a marketer, entrepreneur, or business owner, tune in!

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All content for Marketing Without Rules is the property of Lewis Vandervalk and is served directly from their servers with no modification, redirects, or rehosting. The podcast is not affiliated with or endorsed by Podjoint in any way.

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MWR #40 - The Customer Experience Strategy That Closes 95% of Jobs with Kevin Hess

Marketing Without Rules

42 minutes 21 seconds

2 months ago

MWR #40 - The Customer Experience Strategy That Closes 95% of Jobs with Kevin Hess

In this episode of Marketing Without Rules, host Lewis Vandervalk interviews Kevin Hess, founder of Survivor Junk Removal and former standout team member at 1-800-GOT-JUNK. Kevin shares how he helped grow a franchise location from $800K to $9 million in revenue by transforming from a manager into a leader and developing his entire team as leaders.

He reveals the critical difference between managing processes and leading people, explaining how empowering employees to run morning huddles and setting ambitious goals created an "army of leaders" that achieved franchise of the year and #1 ranking out of 175 locations.

Kevin breaks down his proven customer experience strategy that achieves a 95-96% onsite conversion rate, including welcome calls, strategic call-aheads that plant seeds for additional work, offering coffee runs, and building genuine relationships before discussing pricing. He explains his effort-based KPIs focused on residential average job size and shares the three key customer value drivers: time, space, and effort.

The episode concludes with insights from his leadership books and resources available through The Junk Evolution, emphasizing the importance of putting ego aside and focusing on relationship-building over transactional interactions.

00:00 Introduction to Marketing Without Rules

00:36 Meet Kevin Hess: From Cancer Survivor to Business Leader

02:14 Kevin's Journey with 1-800-GOT-JUNK

03:13 The Power of Leadership and Team Development

06:15 Setting and Achieving High Goals

12:43 The Importance of KPIs in Business

20:22 Customer Experience: From Booking to Job Completion

25:37 Building Customer Relationships in Home Services

26:25 Examples of Rapport Building

27:59 Understanding Customer Needs

30:52 Keys to Customer Value: Time, Space, and Effort

33:05 Tools of the Trade

34:16 Earning Five-Star Reviews

35:49 The Importance of Clear Communication

39:07 Dream Collaborations and Networking

41:46 Avoiding Transactional Interactions

44:23 Books and Resources for Home Services

49:11 Conclusion and Final Thoughts

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