Ep. 148 Jake Wold

Jake Wold is the CEO of Right Way Garage Doors in California and oversees the garage door Division for Axolotl Global, creators of authentic surface applications and products that include metal, concrete, terrazzo, terracotta, stone and glass.

Time Stamps:

📌[5:23]What does Jake do when things go the "wrong" way?

📌[6:45]Jake loves hearing about the experiences when things go the wrong way. RW used to represent their last names...

📌[7:05]Dan Antonelli talked Jake into changing their company name

📌[7:52]We do things the right way for external and internal audiences...

📌[8:24]"Do you want to get it done the RIGHT way"

📌[10:30]When things go the wrong way it's not about the mistake but how they handle it...

📌[13:16]What are you doing to own your client experience?

📌[14:56]How has Right Way created customer loyalty?

📌[15:45]Transitioning Right Way customers from calling them back because of a sticker vs because they're raving fans...

📌[17:04]empathy can be as simple as acknowledging your client's issues...

📌[19:12]Your admin is the voice of your company and sets the rest of your team up for success...

📌[20:27]Prioritizing Retention

📌[21:53]The sale is the result of all of the cumulative client experiences

📌[23:48]How to go from 16M to 20M to 100M?

📌[24:11]How do we transition from Happy customers to Advocates?

📌[27:19]How can we provide more value or some value to a customer who just got a new garage door?

📌[27:33]Memberships around preventative maintenance?

📌[28:50]Educating your Clients so they keep engaged in the maintenance of their homes...

📌[35:51]How to grow your company by partnering with someone in your company?

📌[36:32]The importance of an abundance mindset...

📌[37:11]What value do you provide to your company and it's founder....

📌[37:24] How to get creative with incentives....

📌[38:23]Be irreplacable with your character...

📌[38:48]Ron is willing to kill for Jake, so Jake is willing to die for him...

📌[39:22]How does RW communicate internally?

📌[40:46]Setting expectations and then holding your team accountable...

📌[41:36]How Jake builds trust between management staff and field staff...

📌[42:26]Difference between coaching and having hard conversations...

📌[44:10]The role of transparency around profitability... If we're profitable, then we can take better care of our team, when we take better care of them, they'll take better care of our clients...

📌[44:59]Coaching the good as much if not more than the bad...

📌[47:16]Are you supporting & backing up your team?

📌[49:07]Marketing Homework: Look at your name. Look at your tagline. What does it say/portray?

📌[50:07]Sales Homework: Are you listening to the problem before diving into solutions...

📌[50:58]Finance Homework: What % of your clients are returning vs new?

📌[51:54]People Homework: Building trust between management & field staff is all about making each other look & feel good.

📌[52:55]Jake Homework: Set expectations and then hold teams accountable...

Quote of the Day

“Success is best when it's shared.” – Howard Schultz.

⇩ Resources ⇩

✯ Jake Wold: https://www.rwgaragedoors.com/

✯Tay Meroni (Marketing) with Pure Pressure Washing

✯Meaghan Likes (Finances) with Bookkeeping Academy Online, Likes Accounting Company & Jeff Likes Clean Windows & Gutters

✯Michelle Myers (Systems) with Pink Callers

✯Martha Woodward (People) with The Pay for Performance Expert, Quality Driven Software & Dusting Divas