This type of customer is where most of us live and sell…

I have to really drive this point home.  Pain purchasers are those that just can’t take another winter with their drafty, cold windows, or their finger has been smashed by a falling sash for the last time!

The house is peeling and its starting to get embarrassing.  I think you’re getting the picture.  Pain plays a huge part in all our buying decisions.

For contractors, the pain purchase is “I’ve got to get new tires or worst, “I’m not putting another penny into that truck!”  The next thing you know, you are out buying a new truck.

I think the pain purchase cycle represents about 80% of the market place, especially in this day and age.

So how does all this help me sell RRP work?

Stay tuned…

The Ego Purchase

This is pretty self explanatory.  They have to have the biggest and the best of everything.  That is ok with me because if you can deliver the goods, you are in good shape for a sale.  This group represents only a small portion of the buying public.

The Dream Purchase

This group is usually older but not in all cases.  An example of this type of purchase is when the kids leave home and the wife wants to remodel the kitchen, her dream kitchen.  Or you see an older man driving a fancy sports car.  Many of these types of purchases are based on the fact that “I work hard”, “I’m in great financial shape, so the heck with it, I deserve it.”

This group is great to do business with because they have been through the school of hard knocks (bad contractors) and are willing to pay for quality.

In this economy it only represents a small portion of the buying public.

In my next blog, I will write about The Pain Purchase where most of us live and sell…

Over the past 28 years of selling and thousands of sales presentations, I have boiled it down to three typed of buying decisions.  I know there are probably more but here is my thought process and not in any special order:

1. The Ego Purchase:  This customer needs the biggest and the best.
2. The Dream Purchase:  This customer has been saving and wanting the new remodeling job, or a car, or a trip.
3. The Pain Purchase:  This customer just can’t take it anymore!

In my next blog I will break down each of these 3 buying habits and explain how it will help you sell RRP work.

The EPA ruled on July 15, 2011 that dust wipes will not be part of the clearance requirements.  This is very good news as this would have added substantial cost to the project and potential delays in waiting for the results of the wipe test.

However we must still work on our RRP game.  EPA stated it will aggressively enforce the existing rule and continue its education and outreach to the public.

I still think it is very important to understand how wipe tests are done.  One of these days one of your customers will ask for one and you need to know how to perform it.  Or you may want one done so you can have the documentation and peace of mind that you left your customer with a clean house.

• Show up on time
• Be presentable
• Carry clean samples
• Know your products, inside and out
• Have a prepared presentation
• Prepare to make recommendations
• Have pictures of finished jobs

I could go on.  I know some companies are very structured right down to what and how their sales representatives talk to their customers, but for those of you who may not have done this before, I mention the above key ingredients that will win over a customer on the first visit.

The moral to this story is appear to be the professional, the house doctor, someone your customers will trust and respect.  When you do cover RRP work, the customer will know it is serious business.

More to come on the presentation, stay tuned…

I don’t doubt that they are losing work, but I do wonder if it would have been their customer in the first place.  Some people just won’t pay the extra for the comfort of knowing they will be better protected with the contractor performing RRP work.

I have to say I am a functioning contractor with four sales reps and I hear all the time how work is won and lost.

As a company we have not been affected too badly at this point when presenting RRP work estimates.  I am not saying I like it, but you will be amazed when an RRP estimate is properly presented, people will hire our company.  Also, the awareness level is increasing slowly and people know more than you think.

So, how do I properly present an RRP estimate?

Stay tuned…

I know this RRP thing has everyone nervous about being fined or having legal issues with customers but you need to prepare yourselves because OSHA could be right around the corner.

My business is based on the NorthShore of Boston and about 6 weeks ago a local roofer was fined $61,000 for OSHA violations.  Two days ago I heard about another local contractor who was fined $80,000 and this poor guy was filmed by OSHA.  This last contractor mostly does vinyl siding and some roofing.  I have recognized him in the community for several years and he is no fly-by-night contractor.  He is just an honest businessman providing a good service.

I believe the reason OSHA is showing up at residential jobs is because the commercial market and new construction jobs have fallen off.  As residential contractors, we need to be aware and be ready.

Since RRP work, I now color code my envelopes to make it easier for installers:

1. Green envelopes are for RRP projects
2. White envelopes are for Potential RRP projects
3. Manilla envelopes are for all non-RRP projects

The Potential RRP projects mean that I may send out a gutter replacement job that has fascia boards that test positive for lead and have to be replaced on an area over 20 square feet.  Or the installers are working on a new addition that is attached to an older home and you run into rotten wood that may have lead paint.

By color coding the job envelopes, the installers know what they need in their trucks.  I have set up bins with all the supplies needed for RRP projects with checklists so they can have what they need ready to go.

The following information should be kept in a jobsite folder for each individual project:

1. Results from Lead Check Test Kit Documentation Form, Certified Lead Paint Inspector’s Report, or Risk Assessor’s Report
2. Proof of receipt of Owner/Occupant Pre-Renovation Education Form
3. Renovation Recordkeeping Checklist which is filled out by a certified renovator at the completion of a project
4. Renovation Recordkeeping Checklist and Lead Check Test Kit Documentation Form – must be supplied to property owner within 30 days of completion
5. All records generated for RRP projects must be saved for 3 years in the company files

One example is when a customer does not believe their house is safe and there is lead dust even though you have done everything in compliance with the law.  When this situation has happened to me, I suggest we call in a lead inspector to test and verify everything is clean.  The fee is the customer’s responsibility.  I have never had a problem with the customer paying the fee.

Another reason to hire a lead paint inspector is when you have a large renovation project.  It is a great service to offer your customer because it saves them a lot of money by actually testing for lead in walls, trim, etc.

These local lead inspectors and assessors are also a great source of information.  They are updated on all the regulations and are only a phone call away.

So start lining up your ducks!

The digital camera is also important to keep in the briefcase because you may need to document some aspect of the job and it really comes in handy.

Having a list of the local health departments is optional but can be crucial.  If you have a problem with a neighbor or tenant, and you are doing your job properly, the local health agent can help resolve the issue.