Recover Your Cancellations

Let me start this posting with a powerful statement: “A well-defined cancel/save procedure can recover 25 to 30% of rescinded contracts.”

In one of my last columns I wrote that rescission is a malfunction of the sales process. A canceled sale usually means something has been left unsaid, or un-clarified. As an example, at the close the salesperson assures the homeowners that if they have any reason to change their minds, all they have to do is “call the office”. In effect, they’re inviting rescission. Instead, why not ask those customers if there’s any possibility that they might not want to honor the contract, and if so to state that concern so it is dealt with then.

Let’s say someone calls your office to say: “We want to cancel our contract.” The best response? No problem. Explain that you will turn the matter over to the appropriate manager, who will return the paperwork. When is the best time to do that? If homeowners want the paperwork mailed, explain that deposit checks and financing documents need to be returned in person and require the receipt to be acknowledged by those who signed the contract.

Whoever returns the documents (manager of salesperson) needs to find out the real reason for the cancellation. Usually that reason has to do with value. They believe they’re paying too much (don’t perceive the value).  Possibly there is/was interference by a third party. At that point, there are several ways to recover the sale.  For instance, your price was $12,000 and another company came behind at $11,000. Sell the difference in price as a difference in quality or services which will be rendered. Frequently, owners misunderstood the salesperson or information was overlooked.  Often it is a weak or incomplete presentation – made by the original salesperson. If the owners believe they can’t afford $12,000, reevaluate their project and offer a downsized proposal. Or utilize the “total offer concept”© which breaks down the products and services offered piece by piece.  However you do it, having a cancel/save procedure in place can reduce your rescissions by 25 to 30%.

When it comes to consulting advice for the home improvement industry, Dave Yoho Associates has no equal. We have worked with them for over 15 years and we are ecstatic 

Daniel Green, Sr. Vice President
Solarshield

We’ve used the consulting services of Dave Yoho Associates for several years now. Much of our success can be attributed to following their systematic teachings and practices.

Michael Hoy, President
Great Day Improvements

Recently, Dave Yoho Associates performed ‘role-play’ scenarios for three hours with our salespeople. The eye-rolling is gone and their confidence has grown substantially. Can’t wait for your visit next month!

Jason Phillips, CEO
Phillips Home Improvements

I’ve had the privilege of using Dave Yoho Associates consulting services for the last three years. It’s by far the best single business decision I’ve made. Their structure, training, and 

Michael James, CEO
Classic Exteriors

Dave Yoho Associates are the leaders in business consulting and sales training for the industry. We utilized their services to grow from a small business to averaging over $10 million 

Wendy Patterson, Co-Owner
Patterson Homes & Construction

Your consultant introduced many thought-provoking, exciting concepts that were implemented and drove our net profit. We look forward to a long and prosperous relationship with Dave Yoho Associates!

Mark Watson, Owner
Exterior Medics

Dave Yoho Associates produced amazing results for us! Every percentage point of improvement in our lead issue rate translated to an additional $500,000 in business.

Brian Leader, Founder
Improveit! Home Remodeling

Dave Yoho Associates provided guidance, advice, best practices, and support to our entire staff. Our company has improved across every level after working with them.

Cris Keeter, Owner
All-States Exteriors

It was an honor for us to have Dave Yoho Associates hold a sales meeting for our team. Everyone was enthralled by the powerful content that we are already implementing 

Rick Otto, VP of Sales
Coach House Garages

I learned an abundance from your canvassing training. Thank you so much for helping us revise our methodology!

Lynann Everett, Interactive Marketing Manager
RbA of Northeast PA

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