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Let me start this posting with a powerful statement: “A well-defined cancel/save procedure can recover 25 to 30% of rescinded contracts.”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

Immediately after your training, I ran my first solo appointment and got the order for $16,088! I beat out a reputable local remodeling company whose bid was $4000 less and was referred to by the customer as a slightly ‘better’ product.

Sara Zarndt-Brickey, Operations
Re-Bath of Illinois

I want to thank the entire team at Dave Yoho Associates for meeting with our Canvassing Managers last week. The knowledge we learned in only one day was invaluable.

Jason Hollister, Proximity Marketing Manager
RbA Southard Corporation

One of the primary takeaways from your most recent visit to our company was that the words, promises, and tone of our call center reps need to speak directly to the prospect’s needs, followed by a professional, systematic sales presentation which builds immediate rapport and trust.

Dave Cerrone, President
Fitch Construction

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

The advice we received from Dave Yoho Associates enabled us to increase our volume with 19% less leads in the first year alone!

Joe Francis, President
Shiner Roofing, Siding and Windows

Dave Yoho Associates’ consultants are the sharpest in the industry, and are incredible communicators, very engaging, and always inspiring. Their industry insight is unmatched, as is their creativity.

Todd Miller, President
Isaiah Industries

I would like to thank Dave Yoho Associates for their consulting services. For me, the meaning of ‘value’ is getting more than what you paid for, and their services truly exemplify this.

Aaron Heth, Director of Sales
Freedom-Solar

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

We are grateful to have Dave Yoho Associates work with our entire team. I firmly believe the improved performance of our event marketing team is directly tied to your coaching over the last couple of years.

Scott Barr, Steward
Southwest 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 annually.

Wendy Patterson, Co-Owner
Patterson Homes & Construction

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