Explain Agreement
- Read name and address of company.
- Contingency. This Agreement Subject To Insurance Provider Approval. Read this to the homeowners, then say “This (point to Contingent Upon Insurance Approval) means exactly what it says. If your insurance company refuses to pay for your new roof (siding, gutters, etc.) then we can’t do the work and of course you wouldn’t owe us a penny.” Make sure that the homeowner understands that this agreement is contingent upon insurance approval only. If the insurance does not approve the damages, then the homeowner does not have to work with us. This agreement guarantees all work to Roofing Giant. It means that if insurance approves the damages that we have identified, then we will be the company to complete the restoration work.
- Top Section. Fill out the top section of the contract or ask the homeowner to fill it out for you. In some cases it is better for the homeowner to fill it out. By doing so they show willingness to sign the contract. It is easy to have them fill out the contact info and then proceed to authorizing the agreement. But in some cases it may be better for you to fill out that info by yourself. Use your discernment. Read name and address of homeowners. (Ask if spelling is correct, or if they use a middle initial on documents, etc.) Get both home and work phone numbers. Specify whose work number it is. “Oh! Who is your insurance company?” (Write the name of the insurance company if you already know it. Ask if you don’t. If they’ve already filed a claim, ask for the claim number. Ask if it’s on their insurance paperwork. If they haven’t filed a claim, mention you’ll just get the claim number from them later.)
- Construction Specifications. These are the needed services. Proceed to the middle section and check the applicable boxes for the services. Explain item by item. (Use the phrase, “We treat your house like a home.”) It is good to ask the homeowner to pick the color of shingles and ask them to initial the color. This helps to close the deal later. Make sure to explain all services that will be performed to the homeowner.
- Special instructions. In special instructions section write down “Credit for marketing”. You may or may not mention the amount. Use your discernment. This is the credit that we will give the homeowner for doing the advertising for us by keeping our yard sign the front yard. The yard sign should stay there until we pick up the last payment. Make it clear to the homeowner that when you pick up the last payment then you will pick up the yard sign as well.
- Assignment of Benefits. Ask the homeowners to read this silently. Watch them. When they’re done, paraphrase what it says. Explain the payments. First check from the insurance company is as usually to start the work and for material purchases. After the project is completed, the final invoice is sent to the insurance company. Then insurance company issues a second check which we have to collect from the homeowner. Sometimes there may be a third check if additional damages were found and a supplemental estimate was sent to the insurance company after the adjustor’s fist inspection.
- Terms. Read out loud each sentence word for word. “Any and all deviations” means that if the homeowner decides to have some services to be performed other than what insurance company approves then it will be a separate project and will be charged separately. In some cases to complete the sale you may need to provide additional services that are not included on the adjuster report such as some painting or a free gutter installation. Management should approve these additional free services. When reading about BBB mention to the homeowner that we are a BBB accredited business and have no complains, and we always work with the homeowners and make sure they are happy and satisfied with our services. Emphasize again at the end that this agreement is only contingent upon insurance approval. When you read “Contingent Upon Insurance Approval” point to it with your pen in Payment Schedule. When you read “No Cost To You Except For The Insurance Deductible” circle or underline the phrase. When you read, “Final Price” point to it in the Payment Schedule. Upon completion of reading the “Terms,” to lighten the tension at this point, and to make it easier to get a signature, paraphrase with, “In other words, Mr.(s.)_(name)_, if Roofing Giant and your insurance company can come to an agreement on the cost of your project, we will be the ones doing the work with no other out-of-pocket expense to you, except for the deductible, okay?”
- Buyer’s Right to Cancel. Point to this paragraph (#11) with your pen and paraphrase, “Now, Mr.(s.)_(name)_, this is your right to cancel. In other words, you have 3 days to decide if you’re comfortable with me and with the Roofing Giant team helping you. But, please, if you don’t want my help, just let me know now; otherwise, I’ll be working on this for you by tomorrow morning.”
<Pause – wait for response.>
“Okay, well, I’m the Roofing Specialist, so my name goes here.” (Sign your name).
“Okay, and you’re the Customer, so your name goes there.” (Point to the line where they sign and set your pen on the Agreement. Then, SHUT UP!! Whoever speaks first loses. Look at the pen, not the homeowners.)
When you get to the “Buyer’s Right to Cancel” in the Agreement, say to the homeowners, “Now, <homeowner’s name>, this is your right to cancel. In other words, you have 3 days to decide if you would like my help. But, please, if you don’t want help, just let me know now – otherwise, I’ll be working on this for you by tomorrow morning.”
<Pause – wait for response.>
Closing Tool
Casually mention that some other homeowners you have helped commented that some of the other companies that looked at their roofs didn’t provide disclosure documents. In fact, one homeowner told you one of the main reasons he wanted us to help him is because we do things legally, why in the world would he entrust his home to them? Anyway, just food for thought.
What Not to Say
Do not say, or imply, anything to the effect that the homeowners should sign the Agreement because they have three (3) days to change their mind. A Roofing Specialist who says this will surely have a high percentage of cancellations.
If a homeowner says, or implies, they are just signing because they have three business days to cancel, DO NOT PROCEED. Do not allow them to sign the Agreement. Rather, say, “Mr. (s.) Homeowner, while you do indeed have 3 days to cancel this Agreement, if you don’t feel comfortable with me helping you, please just let me know now. Otherwise, I’ll be working on this for you by tomorrow morning.”
<Pause – Do NOT speak. The first person to speak loses.>
“With your approval or (authorization) right here, (point to the signature line) I can contact your Adjuster right away and get your damage taken care of.” (Be sure to also have them initial the ACKNOWLEDGEMENT section.)
-Or-
If the homeowners hesitate:
“Mr.(s.)_(name)_, I sense some hesitation here. Is there any reason you would not want to work with (your company) on this project?”
-Or-
“Is there something you’re looking for in a contractor that we don’t provide?”
Pre-sale: After you have spoken to the homeowners about the differences between your inspection and the Adjuster’s report, you will have agreed more items should be included on the Adjuster’s report. The only question now is, do they want you to handle getting those additional items for them? In 99% of the cases, they want you to proceed because it’s inconvenient and time-consuming for them to do all the work.
What to say: “We both agree there are some additional items that need to be included on the Adjuster’s report, right? Then, the best thing to do is for me to meet your Adjuster out here and get those additional items approved. All I need to do is get your approval to start working with your Adjuster. Due to the Privacy Act, I can’t work with (him/her) without your authorization.”
When reading the Terms, you’ll know if they’re comfortable or not when you read the words “by signing this Agreement.” If they move at all, they’re uncomfortable.
To make it more comfortable when it’s time for the homeowners to sign the Agreement, fill out the insurance company information first, especially the claim number. They will have to go get the insurance paperwork if you don’t have it already. If they do this, they want you to proceed.
Note: If you have followed all of the procedural steps to this point, getting the signature is the easy part. You should have already received numerous positive responses and answered all of their question. If they have any questions or objection, respond with the appropriate rebuttal. Assume the sale. We are the most professional, well prepared, organized and customer service-oriented company in the industry.