Topic: Not every sharp tool comes from your tool box! Tim Musch joins the Carey Bros to discuss the important of staying ahead of your competition by collecting, sorting, and analyzing the data that’s most important to your industry.
Guest: Tim Musch – Director of Business Development, MarketSharp
Website: www. MarketSharp.com
Company Phone: 800 – 335 – 4254
3 Tips for Success – Tim Musch:
- Embrace technology
- Do the right thing consistently
- Reality thinking – if you do things the way you’ve always done them, you get the results you’ve always gotten.
James [00:00:00] So good to have you with us for this another episode of CareyBrosPros. I’m James.
Morris [00:00:04] And I’m Morris. You know as professionals we’re always searching for ways to help our pro listeners get great information that will help them work smarter instead of harder. On this edition of CareyBrosPros we’ll visit the land of business management technology.
James [00:00:23] And our guest is Tim Musch. Tim is the director of business development for market sharp. Tim welcome to CareyBrosPros.
Tim [00:00:33] Well happy to be here. Guys looking forward to this.
Morris [00:00:36] Tim give us a little history and background regarding MarketSharp.
Tim [00:00:40] Yes certainly happy to do that we’re company located across Wisconsin been doing this since the early 90s and since that we’ve had a little under I should say 5000 companies acquire a version of our software program market sharp and currently we have about 13 hundred and sixty two. Matter of fact exactly that. Companies that have the latest version of our software which results in about six thousand one hundred and thirty one active users using this on a day to day basis to help their home services and remodeling business. So that’s really where we’ve come from and what we do for the industry.
James [00:01:18] I’m looking at your beautiful Web site and it says tools to get organized grow sales and work less. I don’t know anyone that does what we do that is in the skilled trades or contractor or remodel or or whether they’re doing window replacement or whatever. Who wouldn’t want to be better organized grow sales and work less. It almost sounds too good to be true.
Tim [00:01:44] Well it does. That’s what everybody is after and fortunately technology nowadays can help with that and that’s kind of what we’ve done. We’ve kind of leveraged technology to help us do many of these things that on a more manual basis are very difficult to do and consequently ends up with us maybe working more than we want to and things such as that and maybe not grow sales the way we want. So that’s what we’re hoping to achieve.
James [00:02:11] So share with our pros how you do that.
Tim [00:02:14] Sure. Happy to do that. What we’ve done is we’ve created this CRM and I kind of describe it this way you know years ago I found a quote from Bill Gates of all people pretty successful guy and here’s what he said. He said the best way to put distance between you and the crowd meaning your competition is to do an outstanding job with. And here’s what he said. He used the word their information. He didn’t say hammers. He didn’t say saws and all that kind of stuff. He said if you really want to excel in the future you’ve got to do an outstanding job with information and anyone on. He said it’s how you gather manage and here’s the big one. Use this information to determine whether you win or lose. And that quote has been around for a while but it’s absolutely come true in terms of the way businesses work nowadays. You really have to have a handle on all this information that you’re dealing with on a day to day basis to to really get the most out of your business and optimize your business. So that’s kind of the premise that we’ve used over the years as we built up. MarketSharp and made it unique to this industry that we’re in.
James [00:03:25] So you talk about CRM and we know that CRM is customer relationship management. We know that sales force that’s what they do. Yours is industry specific according to your website. What does that mean industry specific?
Tim [00:03:41] Yeah. Good question. Really what that means is we built this thing from the ground up for the needs of this industry. For example if you’re selling cars your CRM is going to feel and look different because your needs are different. You’re selling pizza you know you’re keeping track of your customers and stuff like that. What your needs are different in our business and this home services business. We have very unique and specific needs. So what we’ve done is we’ve actually taken in the past couple decades and built this thing from the ground up with all the specifics whether it be reports and forms and marketing campaigns and e-mail templates and texting templates and everything you need to kind of make this business work for you. So that’s really what we mean by industry specific built for the way our business runs and what our needs are.
James [00:04:29] So take us through the process if if we were using your product. Where would we begin and where would we end if there is an end.
Tim [00:04:39] Well that’s a good point. There probably isn’t much of an end anymore because once you get a client you know you’re not done right. And we’ll get to that in a second. We think we can help with four key areas your business. First off the admin area, in other words keeping track of everything and keeping things smooth in the office the marketing area. And when. Talking about there is lead generation which is always a big issue for many of us in this industry and also the sales area. What can you do to improve your sales.?And then finally in the production area of your business in terms of making sure the job is going smoothly and as efficiently as possible. So those are the four areas we can really help in in our short time we have together here today. I’m happy to talk about one area if you’re interested at all what that is is the whole lead conversion process.
James [00:05:28] That’s probably an important one yeah.
Tim [00:05:30] It really is from my standpoint when we’re thinking about lead conversion oftentimes we think of OK that means two things generating the lead and closing a sale. But you know what there’s more to it than that. I think there’s actually five sales we need to make in today’s marketplace to be as efficient as possible at converting leads. And I’ll just briefly mentioned them and maybe in a later time we can dive in a little deeper on these things. Let’s say on number one you have to make sure you’ve got a generate an inquiry you got a creative spark of interest of somebody that says hey I’m interested in what you guys do. And that’s all the early generation things to second say oh you got to make this take that spark of interest and it could be a web form submission somebody you see at a home show or event. And now you’ve got to convert that to a set appointment. And that’s a skill many companies don’t develop very well and certainly a program or a CRM like MarketSharp can help with that. And a third say you got to make these you got to convert that now set appointment to a complete and full presentation so you can tell your whole story because oftentimes you get appointments set but they’re not necessarily turn into a complete presentation which stops the process right there. The for sale is making your full presentation and closing a sale and converting it to a customer whether it be now or maybe in the future. So not everybody buys right now and and finally the fifth sale we have to get good at just kind of new but what it is is converting your brand new customer to a lifetime customer and a raving fan because what those folks will do for you is still go ahead and tell your story for you with things like online reviews and such as that. So those are really the things that we can help with with a CRM system in your business in addition to things like production and admin and and that kind of stuff. So that’s what we think we can really help.
James [00:07:27] You know I have to say Tim that I have attended more than one of your webinars and I always walk away with some terrific tips that we can implement in our business. And we appreciate that one such tip was enlisting the folks at Guild qQuality to do online surveys which helps with one of those five sales tips that you mentioned the five sales to optimize that has been a real eye opener for us. Now we used to do that in the old days with we’d call it a “now that the dust has settled” letter and we would generate that manually and this was before e-mail of course we would print the letter send it out to the client with the self addressed stamped on below. And it was a survey it said thank you so much for allowing us to do your work. Yada yada yada. Please complete the attach survey and tell us where we did well and where you believe we can improve. Of course with Guild Quality they’ve taken that to an entirely new level and it’s been very very valuable but that’s the kind of thing that you do.
James [00:08:41] That’s the kind of thing that MarketSharp does. You’re not a one trick pony and I think the message here for our audience today is to harness technology and you can be a small business and operate like a big business. If you have the right technology and the thing that I like about your solutions is that you don’t have to sit at a desk. You can drive a truck you can drive a skill saw whatever it is whether you’re doing window replacement or roofing or siding or remodeling there’s a solution.
Tim [00:09:22] You’re absolutely right because it works in the field nowawdays. Fortunately, the way these systems are made as they just run in a browser on the Internet. So anywhere you got an Internet connection you can go ahead and do what ever you wish and have that data right in front of you anytime you wish.
Morris [00:09:37] Believe me I wrote everything you said down.
James [00:09:40] Yeah.
Morris [00:09:41] And I find it to be very interesting and I agree with you completely and I’m I must say I think we’ve been doing that for about 35 years haven’t we.
James [00:09:52] Well I’ll tell you I mean you and Tim had analogous paths parallel path to the extent that you guys got into computing about the same time. And Tim you told the story when we chatted once that was it. Was it a Mac that you wish Mac. Your first computer as I recall?
Tim [00:10:11] It certainly was. Yeah I remember the 1984 Apple Computer ad on the Super Bowl.
James [00:10:16] Yep.
Tim [00:10:16] And it used to Macintosh to the world and for some reason it stuck in my mind.
James [00:10:20] Yeah.
Tim [00:10:21] And back then I was on the window replacement business and I decided not write down but a couple of years later I go get one of those things and try to figure out how to make it help in my business. So I did figure out how to program the thing. Created this animal that was a CRM even though those letters weren’t even put together.
James [00:10:38] Right. They didn’t even exist.
Tim [00:10:41] Not all. So essentially that’s what I created and one day a Windows supplier came in and said, “What’s that?” And I said Well that’s a computer huh.
Morris [00:10:48] [laughs]
Tim [00:10:50] And then he says what does it do. So I showed him. And then he said Gosh that’s pretty cool you want to. You want to talk to Minneapolis. And so my boss said who’s a window manufacturer. And I said I just saw it there I went and the next thing is I know his boss said hey I got a dealer meeting coming up. Do you want to show this to them?
James [00:11:08] Wow.
Tim [00:11:08] Well OK. So up in front of this firm of 100 people with a nine inch Macintosh computer no projection or anything like that. And told this story and I think most of them thought I was from Mars but a number of them raised there hand and said, “can I have one of those.?”
James [0:11:23] Isn’t that something?
Tim [00:11:24] That’s kind of how our business got started.
James [00:11:25] And the rest as they say is history now. I think Morris picked up the first IBM computer in ’81?
Morris [00:11:32] It was very early in 81 late February. Are you ready for this? I spent 13000 dollars.
James [00:11:42] Oh yeah.
Morris [00:11:42] On all the hardware and software that you can buy today for under 600.
James [00:11:48] Or don’t have to buy it lives in the cloud.
James [00:11:52] Yeah but we were estimating on computer in 1984..
Morris [00:11:57] And we were job costing as well.
James [00:12:00] Yeah. So we’ve had a love affair with technology and computers. Our value that they have to those of us who make our living in the building industry for a long long time.
Morris [00:12:14] I think we were very fortunate because we were asked to review software for a trade journal back in the 80s.
James [00:12:21] Back in the day as they say.
Tim [00:12:22] And I got an opportunity while reviewing software over a period of what was it four or five years I got to see everything that was made and what I did was I took the best of everything and put it into our program.
James [00:12:39] Yeah. Which is which is an access which is- It’s kind of antiquated. It’s an antiquated program hologram but the power of what we’re starting builds the cloud just amazing. Right.
Morris [00:12:52] The engine is now taking information out of the cloud through a forms company. So we’re going into the 22nd century already.
James [00:13:03] We don’t recommend to anyone that they take on what my brother took on a ball that one year that was fine with that and that was that was his recreation but they don’t have to because there’s MarketSharp and Tim Musch and you can get more information by the way on Tim’s product by visiting his website. It is marketsharp.com.
Morris [00:13:26] And Tim here on CareyBrosPros we like to ask our guests, our very special guests, to share three points of success with our pro listeners. And we’d like you to if you’d be so kind to share yours.
Tim [00:13:39] Sure happy to. One will not be a surprise because essentially been the message we talked about over the past few minutes but a lot of people overlooked us. They’re kind of scared of it. So certainly one of my points for success is embrace technology or it’s going to embrace you. And I’m not so sure that the embrace back is really what you’re after. You really got to understand what this can do for your business. Don’t be fearful of it you know get some folks on staff who can who can do this stuff with you and for you. But technology can make your life so much better so much easier. And I think it’s just critical that you do just that embrace technology.
Tim [00:14:23] Second point of success. It’s kind of interesting. Years ago somebody said something to me a different business when he summed up how to be successful he said this. He says gosh all you gotta do is identify what the right things are you should be doing and do them consistently. And for some reason that just struck me like oh no that is pretty good wisdom there. Oftentimes identifying the what the right things are to do isn’t tough. But that word consistently sometimes can be a problem. And that again is where technology can come in and automate a lot of this stuff for you so you don’t have to rely on human discipline and things such as that. So this goes hand-in-hand with the quote I got from Michael Gerber and many of you probably know Michael best selling author of the e-mails series of books.
James [00:15:12] Yes.
Tim [00:15:12] He said this. He said In order for any business to succeed to the utmost it must first become a system. So the business functions exactly the same way every time right down to the very last detail. And I just believe that rather than winging it do it franchise businesses do you even know you’re an independent. Put systems processes in place identify these right things are that you should be doing and figure out how to get it done consistently. And that’s going to go a long ways.
Morris [00:15:41] I think all of that is good information I just want to add this if I may. When we say embrace technology sometimes we don’t realize that in order to get the most out of embracing technology we must first have the common sense that’s needed to do the task at hand. All technology does is make communicating the task at hand storing the task at hand and statusizing the task at hand more readily available. In other words in the old days I wrote all of my accounting entries with a pencil and carbon paper and.
James [00:16:27] Remember those days Tim?
Tim [00:16:28] I do.
Morris [00:16:29] And when computers came out. I had to understand completely understand accounting before I could use accounting software not because it was a computer problem but because you can only do accounting with accounting software if you understand how to do accounting in the first place.
James [00:16:55] It’s not good enough just to have a hammer it’s.
Morris [00:16:57] Right.
James [00:16:57] You got to really knows how to use the hammer. Yeah right.
Morris [00:17:00] Yeah. You know the technology is nothing but a virtual device that just makes you know everything quicker and faster. Yeah and complex issues become simplified at the other end of the equation.
James [00:17:15] You know you offer so many solutions Tim is part of your total offerings that if people don’t fully utilize those they can be cheating themselves so they not only need to embrace it but they need to really utilize it don’t they/ Tim?
Tim [00:17:30] They certainly do and it does take a human effort to make all this stuff work. You know it’s not like I can live people I say you know what. We’re going to work to create a new version of our software at some point release and it’s going to do one thing. It’s going to have a button in the middle of the street and it’s going to say print money. It’s not sure we’ll ever get that one released but we can’t quite get there. So there needs to be some human interaction with these technology pieces. As you guys mentioned and that’s when it really starts starts really flowing nicely. When you get the right people matched up with the right technology.
James [00:18:05] And your third point for success?
Tim [00:18:08] Yeah third point again goes back a number of years. I was in a different business years ago before I got into the home improvement business and I was doing okay in the business and I was at a conference a national conference one of the best of the best or there and I was there in efforts to learn more. And remember I took one guy aside who was probably the third most successful in the country and said Jim help me out. What can I do to make my business look like yours when I come back next year. And he looked me in the eye he said OK Tim I’m going to tell you and I got all excited. I thought Awesome I’m ready to write this down.
Tim [00:18:44] You get a saying and here’s here’s what he said. He said I’m gonna I’m going to tell you about this yhing I call reality thinking Tim and I thought OK and here’s what he said to me. He said Think about your business and how you got it to this point and asked yourself this question. He said if you do what you’ve always done and guys do you know what he said next. I think you probably do. He said you’re going to get what you always got. And for some reason that knocked me upside the head. And here I am decades later and pretty much every time I do any presentation I tell this story because that’s what we’ve got to do. We’ve got to realize that if we want to step our business up and grow it let’s not do it as all is done. Let’s step out of it because you know what in today’s marketplace I don’t think that’s even true anymore. I think if we do what we’ve always done to get ourselves to this point in our business we keep doing that. You’re gonna at less than you always got in terms of results.
James [00:19:43] Morris says Morris says it in another way. If the plane is flying level it’s really descending. The plane always needs to be in ascent. I think another way of expressing it is you constantly need to evolve you constantly need to evolve.
James [00:20:01] He also says you know how many times as Madonna reinvented herself with a new hairdo oftentimes you have to get a new hairdo and a new hairdo can be a new image it can be new software it can be new marketing techniques it can be dipping your toe in the water for different things that you’ve not done before so good advice. Our thanks to Tim Musch. He’s the director of business development for market sharp and you may learn more about them by visiting their website. It’s marketsharp.com.
Morris [00:20:33] And remember you’ll find our guests information as well as additional podcasts videos and articles on our website at CareyBrosPros.com.