EGIA Contractor University

“Cracking the Code” Podcast

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Want EGIA's critically acclaimed “Cracking the Code” show on the go? Every Monday, the home services industry's must-watch weekly show arrives here in audio form, bringing listeners contracting strategies, industry news, roadmaps to success and more with New York Times bestselling author Weldon Long.

How to Sell to Tough Customers

August 19th, 2019 | Episode

Finding techniques to disarm difficult customers and provide a great customer experience is key to the success of your contracting company.

In this week's episode of Cracking the Code, learn how to keep your homeowners comfortable throughout the sales process by using third-party validation and analogies they can understand.

Plus, your selling techs will learn to sell more service agreements and how to overcome the "I want to think about it" objection.

All that and more, on this week's episode ofCracking the Code!


How to Sell to Tough Customers

Episode: | August 19th, 2019

Learn how to keep your homeowners comfortable throughout the sales process and provide a great customer experience in this week's Cracking the Code podcast.

Communicating the Value of Service Agreements

Episode: 60 | August 12th, 2019

Service agreements are an important tool that keeps business flowing during the shoulder seasons. Learn how to effectively communicate the value of service agreements to your homeowners in this week's Cracking the Code podcast.

How to Overcome the Price Objection

Episode: 59 | August 5th, 2019

Learn how to overcome the price objection by using third-party validation to strengthen the value of your contracting services.

Improving Sales by Focusing on the Customer

Episode: 58 | July 29th, 2019

Weldon Long outlines the perfect approach to improving sales by staying focused on the customer in part nine of our continuing summer training series.

How to Destroy the 3 Bid Objection

Episode: 57 | July 22nd, 2019

Learn how to destroy the 3 bid objection by demonstrating the trustworthiness of your brand and making your home owners feel safe.

Diagnosing Problems and Recommending Solutions

Episode: 56 | July 15th, 2019

Closing more home services contracts comes down to diagnosing problems and recommending solutions.

How to Keep Your Dispatch Board Full

Episode: 55 | July 8th, 2019

A successful call center is the cornerstone of any great contracting company. Learn the tools to build a world-class team of CSR's that consistently books calls on this week's Cracking the Code.

How to Produce the Contracting Results You Deserve

Episode: 54 | July 1st, 2019

In this week's Cracking the Code podcast, our team of experts continue their CSR, technician, and sales training to help you set and accomplish meaningful goals for your contracting company.

The Pattern For Excellence

Episode: 53 | June 24th, 2019

Consistent actions promote consistent results. In this week's Cracking the Code episode, learn the framework that will keep your CSRs, service technicians, and salespeople moving forward on a path of success.

How to Achieve Growth Through Change

Episode: 52 | June 17th, 2019

In part three of our summer training series, learn how changing your mindset towards CSR, service tech, and sales training can lead to success during the summer busy season.

Continued Summer Training for CSR’s and Salespeople

Episode: 51 | June 10th, 2019

In part two of our summer training series, learn how to align your CSR's behaviors with your brand experience and prepare your salespeople for success.

Driving Profit with Continued Summer Training

Episode: 50 | June 3rd, 2019

When you're busy during the summer, training can often suffer. Here are bite-sized training segments to help your employees continue to deliver exceptional service to your customers.

How to Improve Sales Skills During the Summer

Episode: 49 | May 27th, 2019

Proactively dealing with objections can help maintain your average ticket during the summer busy season.

Service Tech Priorities During the Summer

Episode: 48 | May 20th, 2019

Focusing on the right priorities during the summer can prime your contracting business for success throughout the rest of the year.

Improving CSR Skills During the Summer Season

Episode: 47 | May 13th, 2019

Improving the skills of your customer service representatives and dispatchers is a critical part of preparing for the summer busy season!

Pricing During the Summer Season

Episode: 46 | May 6th, 2019

Is your contracting business equipped to maximize your profits this summer? Learn how to price your products and services to capitalize on the summer rush.

Using Accountability to Achieve Goals

Episode: 45 | April 29th, 2019

What gets measured gets done! Learn how accountability can improve success at all levels of your contracting business in this week's Cracking the Code podcast.

Closing Sales Opportunities by Providing Solutions

Episode: 44 | April 22nd, 2019

Weldon Long explains how to conclude your in-home sales presentation by positioning yourself as competent and trustworthy.

Uncovering Customer Problems with the Investigation Process

Episode: 43 | April 15th, 2019

Customers rely on your expertise as a home services professional to solve their problems, even if they're unaware a problem exists.

The Right Process Promises Consistent Results

Episode: 42 | April 8th, 2019

Consistent results come from consistent activities. Whether it's instillation, maintenance, or sales, you must follow a process to get reliable results.

Becoming an Exceptional Service Technician with the Prosperity Mindset

Episode: 41 | April 1st, 2019

Selling is about high service, never about high pressure. This perspective lies at the core of the Prosperity Mindset.

Understanding Your Revenue Per Lead & Marketing Budget

Episode: 40 | March 25th, 2019

What are you really losing when you fail to convert a lead? Understanding your average revenue per lead can help quantify the true value of each new prospect and keep your team motivated to close.

Service Agreements as a Marketing Tool

Episode: 39 | March 18th, 2019

Building enticing offers into your service agreements can help support strong customer relationships that drive business year-round.

Pricing Maintenance Agreements

Episode: 38 | March 11th, 2019

Service agreements are the lifeblood of a contracting company. So pricing them properly is just as important. This week on Cracking the Code, Gary Elekes lays out the factors that need to go into every company’s pricing equation to ensure they’re set up for long-term financial success.

The Value of Saying ‘OK’

Episode: 37 | March 4th, 2019

Don’t always pull out the pricelist. Sometimes, the correct response to your customer is to simply listen and say “OK.” Steve Mores explains as he continues the discussion on selling IAQ during planned maintenance calls.

Driving Revenue During Planned Maintenance

Episode: 36 | February 25th, 2019

How can you drive offseason revenue, one of the most frequent problems for contracting companies? Take advantage of those planned maintenance opportunities. Weldon Long and IAQ expert Steve Mores discuss a few strategies for boosting revenue through IAQ and accessories on this week’s show.

Fixing Your Service Labor Rate

Episode: 35 | February 18th, 2019

Your prices are too low. This week, we talk about how to charge the higher labor rate you need to be profitable. And how, by delivering on your brand promise, your customer will be more satisfied as a result.

Closing More Deals with 3rd-Party Validation

Episode: 34 | February 11th, 2019

Your sales secret weapon? 3rd party validation. That’s how to get your customer focused on something besides price and start building trust and rapport. Weldon Long explains in the latest episode of Cracking the Code.

Using Guarantees to Sell More Systems

Episode: 33 | February 4th, 2019

Testimonials and guarantees can build authority and trust with your customer. This week, Weldon Long explains how to leverage them to selling more effectively, and talks about the HVAC scholarships now being given out by the EGIA Foundation.

Dealing with Suspicious Homeowners

Episode: 32 | January 28th, 2019

How can you build trust with a suspicious homeowner? How can you ensure your prices are perfectly set to balance profitability and customer-appeal? How can you adapt your sales process to millennials and other generations?

Overcoming Objections

Episode: 31 | January 15th, 2019

In the final episode of Contractor Coffee Club, Mark Matteson concludes his series on sales by explaining how to overcome sales objections -- and why objections may not be such a bad thing.

Belief Builds Sales

Episode: 30 | January 1st, 2019

To effectively sell, you need to have faith. But how do you develop faith in yourself, your products and your services?

Building Tomorrow’s HVAC Workforce

Episode: 29 | December 15th, 2018

In a special episode of the Contractor Coffee Club, Mark welcomes Bruce Matulich, chairman of the EGIA Foundation. Bruce discusses the mission and activities of the nonprofit, dedicated to turning around the industry's workforce shortage.

How to Change Your Comfort Zone

Episode: 28 | December 1st, 2018

Everyone has room for improvement, at work or in their personal lives. Anyone could book one more call, close one more sale. But how do you change well-established habits?

The 10 Qualities of Industry Leaders

Episode: 27 | November 15th, 2018

This time, host Mark Matteson shares the 10 most proven strategies embraced by industry leaders across the board -- strategies that result in unrivaled success and, in one particular case, a 95% close ratio.

How the $100 Million HVAC Company Was Built

Episode: 26 | November 1st, 2018

Less than 15 years ago, Parker & Sons did $7 million in sales. In 2018, they'll surpass $100 million. How did they accomplish such incredible growth?

The Power of a Proven Script

Episode: 25 | October 15th, 2018

"Forget trying to sell your prospects; let them buy. People buy you."

Differentiate From Other Contractors

Episode: 24 | October 1st, 2018

How can you set yourself apart from your competition -- truly differentiate yourself from the field?

The Sales Secret Weapon | Podcast

Episode: 23 | September 15th, 2018

Mark Matteson taps his decades of experience to lay out simple rules for sales success and explain the secret weapon that's more valuable than anything else when it comes to closing sales and satisfying customers.

Converting More Website Visitors | Podcast

Episode: 22 | September 1st, 2018

95% of visitors are leaving contractors' websites without doing anything. They don't take action. They don't book a call. That's not only a wasted opportunity, ...

7 Laws of Sales Success | Podcast

Episode: 21 | August 15th, 2018

Mark offers seven things that will drive your sales mentality and success rate, along with other strategies and tactics that have helped him master HVAC sales over the last several decades...

Mastering Sales and the 75% Close Ratio | Podcast

Episode: 20 | August 1st, 2018

Over four-plus decades in the industry, Mark Matteson has mastered the skills it takes to not just survive, but thrive as a salesperson. ...

How Training & Culture Drive Growth | Podcast

Episode: 19 | July 15th, 2018

In the latest episode of Contractor Coffee Club, Mark welcomes Eric Knaak, who explains the strategies, tactics and overarching philosophies that have helped build one of the Northeast’s most successful service companies.

How to Measure the Unseen | Podcast

Episode: 18 | July 1st, 2018

Technical training meets contractor business development in the latest episode of the Contractor Coffee Club podcast. . . .

Consistency is the Key to Success | Podcast

Episode: 17 | June 15th, 2018

The difference between excelling in your work and simply keeping your head above water? Consistency. Perfect the process and run it consistently and, more often than not, you'll succeed.

Proven Leadership Strategies with Gary Elekes | Podcast

Episode: 16 | June 1st, 2018

Great contracting companies start at the top with leadership. Leadership sets the tone for the rest of the team, putting talented people in a position to excel and helping bring the best out of those who could use a little more attention. Good leadership allows the owner to step away for a day, a week, a month, and know the company can thrive without them.

Turn Your Job Into Your Calling | Podcast

Episode: 15 | May 15th, 2018

What's the difference between a job, a career, and a calling? And how can you turn your job into your calling -- and make yourself irreplaceable to your employer or your customer in the process? Mark Matteson explains on the latest episode of Contractor Coffee Club. Plus a Snapshot Survey focus on vehicle fleet and the value of vehicle wraps!

Financing Musts for Every Contractor

Episode: 14 | May 1st, 2018

The most successful contractors offer financing with every purchase. Not only can it increase the average ticket, it can improve customer satisfaction, enabling homeowners to buy the unit that's the best fit for them without breaking the bank -- rather than just purchasing the cheapest unit, even it’s wrong for them.

What Gets Measured Gets Done

Episode: 13 | April 15th, 2018

Where performance is measured, performance improves. But how do you know what to measure? And how can you use that measurement to ensure your performance -- salespeople, service techs, anyone -- is where it should be? Mark Matteson explains that and more in the latest episode of Contractor Coffee Club. Plus, how the simple method Mark calls the "Hour of Power" can transform your day-to-day life -- personal and professional.

Mastering HVAC Sales with Weldon Long

Episode: 12 | April 1st, 2018

In 5 years, New York Times bestselling author Weldon Long went from an ex-convict in a homeless shelter to building an Inc. 5000 HVAC company with over $20,000,000 in sales – and he did it by adopting the “Prosperity Mindset” and perfecting the sales process. In the latest episode of Contractor Coffee Club, Weldon joins host Mark Matteson to offer some strategies, stips and stories that helped him build his company and his mindset.

In Conversation with Josh Kelly, RevuKangaroo

Episode: 11 | March 15th, 2018

Josh Kelly, co-founder of RevuKangaroo, a leading online reputation management system, joins Mark on the latest episode. Josh explains not just what contractors need to know when it comes to how contractors' online reviews affect their Google rankings, but also relates how he took his family's HVAC company from $6.5 million to $80 million+ in ...

Sparking Your Success, Part 3

Episode: 10 | March 1st, 2018

In part 3 of an ongoing series, Mark Matteson talks about how attitude and goal-setting can yield big results on the job and off, paying particular attention to how those simple ideas helped transform him from a service tech...

In Conversation with Ryan Kalmbach

Episode: 09 | February 15th, 2018

What can contractors learn from someone in the supply side of the home services industry; someone with a history working with contractors as well as manufacturers?

Sparking Your Success, Part 2

Episode: 08 | February 1st, 2018

In part two of our "Sparking Your Success" series, host Mark Matteson continues adapting his bestselling book for professionals. Today, he explains the importance of how you talk to yourself...

In Conversation with HVAC Sales Coach Mike Treas

Episode: 07 | January 15th, 2018

In our latest episode, host Mark Matteson welcomes the industry-renowned HVAC Sales Coach Mike Treas to the microphone...

In Conversation with James Leichter

Episode: 06 | January 1st, 2018

James Leichter has accomplished a lot over his decades in the home services industry, founding companies like Aptora and Mr. HVAC, as well as establishing himself as a renowned industry consultant...

Sparking Your Success, Part 1

Episode: 05 | December 15th, 2017

In part one of a three-part series, host Mark Matteson relates his book, "Sparking Your Success," to the home services industry, illustrating various motivational techniques, self-improvement strategies...

In Conversation with Brigham Dickinson

Episode: 04 | December 1st, 2017

The founder and president of Power Selling Pros, Brigham Dickinson is a renowned name in the home services industry. Brigham, an EGIA Contractor University faculty member, is a leading authority on customer service and call-handling, and how they can drive sales within an organization. In the latest episode of the Contractor Coffee Club podcast, Brigham joins host Mark Matteson as the longtime friends chat about some industry insights and strategies that can impact businesses immediately.

What Four Decades Selling Has Taught Me

Episode: 03 | November 15th, 2017

In the third episode of the Contractor Coffee Club podcast, host Mark Matteson taps his unique background and shares some of the valuable lessons and unique strategies he's learned over his four decades in sales and contracting. Plus Mark answers contracting questions submitted by listeners previews his upcoming webinar on how to achieve 75% closing rates.

In Conversation with Contractors

Episode: 02 | November 1st, 2017

Every market is different, but there are some universal best practices in the home services field; tactics that can contribute to success in any city, any company, any year. In our latest episode, host Mark Matteson chats with his friend Rick Busby about some of the strategies and insights that have helped guide Busby Heating and Air Conditioning over its last 70+ years – including some that originated with Mark himself.

How to Connect in Work & Beyond

Episode: 01 | October 13th, 2017

In the first episode of the Contractor Coffee Club podcast, host Mark Matteson, introduces the podcast, shares 10 key human relations principles, and previews future guests and episodes.