Activities I love Cool stuff I’ve made
Companies I’ve started
Some Things I’ve Learned
JobNimbus Crew Journey
What to expect
What We’ll Cover in Crew
- Recent Feature Releases - Training and Best Practices
- Company Values and Culture - Lead Generation and Marketing - Creating Professional First Impressions - Supercharge your workflows - Sales Experience - Owning Your Cashflow - Highly Productive Mobile Work - The Benefits of Reporting - Homeowner Communications - Leveling Up Your Team
Help you take action!
How We Build Product: Outcome-Driven
Product Management
Output vs. Outcomes
Output vs. Outcome
Output: 10,000 Bricks and Mortar
Output: House Built
Outcome: A family has a home where they feel safe and secure.
The value to the family is not bricks.
However, no bricks, no home.
Outcome Driven
Product Strategy
Comms: inbox, SMS, email, notifications, automations
Marketing: websites, lead capture, PPC, SEO, drip campaigns
Sales: lead management, estimates, proposals, forms, photos
Fulfillment: material orders, work orders, products and services, subcontractor management
Cashflow: invoices, payments, financing, budgets and job costing, QuickBooks
CRM: contact management, automations, boards, reporting & analytics, notes, tasks, billing, subscription
Provide Feedback
2023 Year-in-Review
Major Product Releases
Run your business anywhere
Enable your crews to be efficient
Simple, clean, fast
Mobile App
Mobile App
Engage
Communicate seamlessly with homeowners
“Instead of having to rely on our staff to remember to follow-up with customers, Engage automatically does it for us … The result has been a significant improvement in communication and service levels for our customers and a staggering increase in sales.”
Brad Callister, Utah Radon
“As we add people into the office, we are able to seamlessly transition the customer from one representative to another representative”
Matt Lowery, Lowery Fencing
“We are no longer waiting ‘forever’ to receive payment”
Kelsey Knott, KQC Roofing
Notification Center
Notification Center
Collect money upfront
Meet customers where they are Stop chasing paper checks Payments
JobNimbus contractors processed over $500M dollars in 2023
Optimize lead sources
Insights
Drive accountability and competition in sales
Spot bottlenecks in your process
Collect cash efficiently
Joe
Sales - Drive accountability and competition
Real-time material pricing
SRS
Precision order tracking
Effortless document management
More predictable lead flow
Marketing
More lead volume
Better leads
Big things coming in 2024
Know your Numbers
Insights to transform your business
Who is this guy?
Jake Dempsey -Pro Services
● 20+ yrs as a GC
● Dir of Sales - EagleView
● Overseas Management Experience
● JobNimbus for 10+ yrs.
● Over 253,000 roofing contractor businesses operate in the US alone, employing over 328,000 people. (Bureau of Labor and Statistics)
● According to IBISWorld, there were 339,708 Fence Construction businesses in the US as of 2023.
● The construction industry has a higher than average failure rate, with some estimates suggesting that over 80% of new companies fail within the first 5 years, and 90% fail within 10 years.This trend is attributed to factors like intense competition, high overhead costs, weather dependence, and lack of marketing expertise.
● Construction Financial ManagementAssociation (CFMA):Their 2022 benchmarking report indicates a medianAR of 52 days for specialty contractors and 56 days for general contractors in the US.
A tough reality to face…
Let’s talk about data
Lessons on how the best companies use data
#1: Why Data?
At a Glance
10,593 x $15,000 = $80,165,249 in P.R.
#2: Collect / Track Data
Contracting company
Close rate by lead source
Project metrics by sales rep
Time in status
Invoices outstanding
Carnage
Success by Work Type
Remember: We’re doing this to give our customers the best experience possible!
Example reports
Question: Where should I spend my marketing money?
Go to Insights
Click on the Leads / Close Rate Tab
Question:
Which reps should I coach?
Sales - Drive accountability and competition
But wait…
My reports don’t look like that
Get to the Jenius Bar!
1. Workflows aren’t set up properly
2. Not using estimates and/or invoices
Sold job: When a job reaches any status in the sold stage Estimates are the key to Sales data
Invoices are the key to A/R and Completed
Workflows
Setting up your workflows to improve reporting
Go to workflows
A job is marked “sold” when it reaches any of these statuses
Make sure your workflows are set up properly for reporting
Estimates / Invoices
Use JobNimbus to the fullest
Sales - Estimates
Production - Material order, work order
Cash flow - Invoices, payments
Communications - Engage
Workflow - Boards, Automation
And don’t forget: “Garbage in, garbage out”
#3: Make data available
Bro… you always steal my food
First slide of every JobNimbus “All Hands”
Reduce churn by xyz%
Achieve growth rate of xyz% x% to y%
Sharing data is key to employee morale and business performance
Example report
Question:
Who owes me money?
Click on the menu icon
Click on “Accounts Receivable”
#3: Learn / teach the tools
#5: Use data for making decisions
Companies that use data regularly significantly outperform those that don’t
Metric
Average deal size Gross margins Employees (office) Number of jobs sold
Contractors that use reporting a lot
X
Using data is a characteristic of high performing contracting companies
Questions to ask
#4: Use data for making decisions
What are my best lead sources?
How should I coach my reps?
How can I make jobs go faster?
Which job types are working / not?
Where should I focus to collect cash?
Click on the menu icon
Workflow Dashboard - Drive Throughput
Understand throughput times
#6: Hold people accountable
How we apply this at Everyone has a number
And its tied to our mission to “make contractors heroes”
#5: Hold people accountable
JobNimbus
Clear ownership
Mutually agreed upon goals
Daily/weekly/monthly, etc. tracking
Regular accountability reports (at least weekly)
Contracting company
Everyone owns a number!
Make them realistic and attainable
Build a weekly plan
Review them on a regular basis
Tie them to the mission of your company
Note: It’s ok to change and adjust with time!
How many jobs do I need to sell each week to hit my sales goal?
Sales goal
$5,000,000
Average deal size
$16,000
$5,000,000 / $16,000 / 50 weeks = 10
Leads / Close Rate
/ 30% = 33.3
(Or, 133 per month)
Business Overview
Which contractor do you want to be?
He’s using data
Thank you!
Do any insurance roofing?
Please take 5 min to complete this survey!
LUNCH!
Supercharge Your Workflows
Using automations, templates, and financials to provide a 5-Star homeowner experience!!
Nick Pagnani
Nick has been working in the construction industry for over fifteen years. He started as a framer on a small crew and working up to being a licensed General Contractor who has built many homes, additions, hundreds of roofing and other projects.
He is passionate about helping contractors succeed! He loves serving you and cheering you on to success!
Sr. Professional Services Consultant
Before we get too far ahead of ourselves
Workflow = Foundation
1. Process
2. Stage
3. Status
4. Task
5. Automation
When was the last time you thought about your process?
Don’t over do it!
List out the major milestones in your process
Listing every step in your process can cause users NOT to use the system and then chaos happens.
Eliminate Redundancy
Eliminate Redundancy
Eliminate Redundancy
When is too much, too much?
Clean
up your boards
Boards can be filtered!!
IT ALL BOILS DOWN TO THIS!!!
NOW LETS SUPER CHARGE YOUR WORKFLOWS
If you remember one thing, let it be this:
“To Be Successful and Stand Out in Your Industry, You MUST Be Very Intentional About The Customer Journey”
-Wayne Gretzky
-Michael Scott
- Nick Pagnani
What Tools Do We Need?
● Automations
● Email Templates
● Text Messages
● Task Types
● Reports
● Financials
○ Estimates
○ Work Orders
○ Invoices
Map Your Customer Journey
Define Workflow Steps
Workflow Status
Identify Work
Plan Communication What Starts Next Step?
Always ask, “How can I make this an awesome experience?”
Map Your Customer Journey
1. What is each step of your customer journey from lead to close, and beyond?
2. What must happen in each of these steps?
3. What communication should happen in each step?
4. What triggers the next step?
5. Most importantly… How can I make the experience awesome?!
Map Your Customer Journey
Map Your Customer Journey
Create Contact Automation
1. New Lead
Contact Info
Save Contact
Welcome
Text/Email
2.Appointment
Scheduled
Confirmation
Text/Email
Text: 1-Day
Reminder
Text: 30 Minutes
Reminder
Task Complete: Measure
NewTask: Measure Scheduled
Text:Thanks, Next steps Task: Schedule Appointment
Take Advantage of Tasks, Automations, and Templates
Tasks, Automations, and templates can assist in streamlining your processes and make life easier.
Task Types
Use different task types to track manual work.
Visit Settings, select Task Type
Create Material Order
Create Work Order
Apply for Permits
Schedule Job
Verify Deposit
Verify Permit Approval
Materials Delivered
Start-up Checklist
Task Reporting
Track manual work that needs to be done.
Add Alerts through automations when work is not completed.
Add reports to your home page.
Home Page
What’s an Automation?
Available Automation Options
Templates make the world go ‘round
Build Great Emails
Email Templates
Build a Solid Email Template
HTML Editor
*HTML is a very common programming language - Find someone who can help you build your template
HTML Editor
*HTML is a very common programming language
- Find someone who can help you build your template
Don’t be afraid to try new tech
Subject: Checking in onYour Roof at [YourAddress]
Hi [Contact Name],
I hope this email finds you well!
It's been a week since we discussed your roof at [YourAddress], and I wanted to check in and see how things are going. We're very interested in helping you get your roof back in tip-top shape, and we're eager to provide you with a detailed estimate for the project.
In the meantime, if you have any questions or need any additional information fro, please don't hesitate to ask.
We're happy to help in any way we can.
Best regards,
[Your Name]
[Your Company Name]
Text Templates
When Should I Message My Customer?
Crew Assigned
Estimates, Invoices, and Work Orders
Create Automations based on document statuses, signatures/approvals, due dates, and more.
Once Estimate Fully Signed:
Verify Deposit
Create MO
Create WO
Apply for Permits
Schedule Job Email Customer:
Thank you and next steps
What Should a Pre-Production Customer Message Include?
Job Scheduled: Clean Site Work Hours
Warranty Accomodations
Changes Dynamic Fields
WO Start Date Contact First Name Custom Fields Rep/Company Information
Most Messaging Can Be Sent with Automations!
Time-based automation to send homeowner a reminder
Most Popular Automations!
Appointment Reminders
Estimate Reminders
Job Kick-Off
Status Updates
Invoice Reminders
Reviews/Referrals
There’s an automation for that!
Contacts
Jobs
Estimates
Invoices
Tasks
Work Orders & More!
We hope you don’t need this… But just in case.
What do you do when you have outstanding balances?
Job Close-Out Workflow
Job Close-Out Workflow
What You Win Reduce Collections!
● Automated messaging for aging balances
● Follow-up tasks for your team
● Highly visible A/R report
Why Do Workflows Matter?
● Grows revenue by 43% on average
● Save 8 hours per person per week
12 Automated Email Template ■ 2 Hours per Job (10 mins each)
16 Automations ■ 4 Hours per Job (15 mins each)
16 Task Types ■ 2.5 Hours per Job (10 mins each)
One Final Point…
YOU NEED TO TEXT!
Most Common Reason for Bad Reviews
47%
Why Text?
Customer Engagement
Open Rate Response Time Experience
Close Rate
Lead to Close
Review Rate
Review Scores
Conversation Tracking
Business Continuity
Email Issues
Text-imonials
“Within 3 hours of turning on Engage automations, I closed a deal that paid for texting for the next 12 years.”
Increase Homeowner Satisfaction
Most common customer text response?
Thank you!
5-Star Homeowner Experience Guide
All instructions, and even more workflows, are available in this GoogleDoc
Best Practices
Lead to Lost
● Lead Sources
● Lead Nurturing
● Lost Reasons
● Drip Campaign
You have already paid for the lead, get the most out of it!
Excellence is not a destination it is a continuous journey that never ends
Best Practices
A few to think about
● Board Ownership
● KISS
● Status vs Task vs Automation
● Belt and Suspenders
○ Don’t lose the human element
● Process
○ Repeatable - Scalable Excellence is not a destination it is a continuous journey that never ends
New Sales Experience
SumoQuote + JobNimbus
Sneak Peek
Integrated Experience
SumoQuote + JobNimbus
SumoQuote + JobNimbus
Add Project
Embedded Experience
JobNimbus Values The Crew
Proactive
Ownership
Optimistic
Self Awareness
Proactive Learning
The Learning Lab
Building a Heroic Culture
What great employees are looking for:
Company
Crossing the Threshold
Job Description
Owning Numbers 1-on1’s Mentoring
Giving Meaning to Your Work
● The “Why”
○ Why does your business exist?
■ Has to be more than “to make money”
● Values
○ Hire & fire based on values
● Mission
○ What is the BIG problem you’re trying to solve?
● Vision
○ What’s your BIG strategy to solve this problem?
Meaning
● Company Goals
○ Where are we going this year, quarter, month?
● The Problem
○ What BIG problem was I hired to solve?
● Personal Goals
○ Where am I going this year, quarter, month, week?
● Career Path
○ What’s my hero’s journey here?
○ How will I be better by the end of this journey?
Purpose
Setting the Right Expectations
● Job Description
○ What specifically am I expected to do?
● Owning Numbers
○ Scorecard, performance tracking, transparency
● 1-on-1’s
○ Coaching, alignment, communication
● Mentoring
○ All great heroes need mentoring
■ Encouragement
■ Show them something they don’t know
Expectations
Thank You
Breakfast with Execs
Referral Rock
3,000 small businesses 1-100 employees
61%
Of small businesses struggle with cash flow
69%
Of small business owners have been kept up at night by concerns about cash flow
32%
Have been unable to pay vendors, their employees, or themselves
52%
Have lost $10,000 or more foregoing a project due to insufficient cash flow
Sean Guilfoy Business
Manager
Roofing Siding Gutters
Windows & Doors
Storm Damage
Accounts Receivable Balance
$2.8 million
Jan 1, 2022
“We were talking about our Accounts Receivable balance every week.”
Accounts Receivable Balance
$2.8 million
Jan 1, 2022
$590k
Oct 31, 2022
“Now that we’re using payments in JobNimbus its a well oiled machine!”
What changed?
1. Implemented a new sales process
2. “Trained” customers how to pay
3. Got buy-in internally from top to bottom
1. Implemented a new sales process
2. “Trained” customers how to pay
3. Got buy-in internally from top to bottom
“A key turning point for us was collecting money upfront digitally”
Collect money upfront
86% require some payment amount upfront 25% most popular amount required
Down Payments
Process now
Process now
Request Payment
Request Payment
Request Payment
Request Payment
1. Implemented a new sales process
2. “Trained” customers how to pay
3. Got buy-in internally from top to bottom
“By collecting the down payment digitally it has trained our customers. They know how to pay us and are paying on invoices much faster.”
Collect on Invoices
1. Implemented a new sales process
2. “Trained” customers how to pay
3. Got buy-in internally from top to bottom
“Without the ability to manage how we handle CC fees we may have never gotten here.”
Manage CC Fees
“It has just made it easier for people to pay, period.”
Hot off the press
Next Day Funding is here!
Require Down Payment/Deposit
is Calculated
Questions?
Mobile Deep Dive
Hyrum and the Mobiles
JobNimbus Mobile
The hero’s utility belt
Most used tools in JobNimbus
Tools you need on the go
Tools that work best on your phone
Learning Strategies
Learning Strategies
Getting information in the brain Getting information out of the brain
“Trying to solve a problem before being taught the solution leads to better learning, even when errors are made in the attempt”
1. From the list in front of you, identify 5 things you want to learn how to do.
2. For 90 seconds, try to do your first task on your own, struggling encouraged!
3. If you haven’t figured it out after 90 seconds, raise your hand and someone will come help you.
Task #1
1. Find the task you want to learn
2. Try to do it by yourself in 90 seconds
3. If you get stuck after 90 seconds, raise your hand
Task #2
1. Find the task you want to learn
2. Try to do it by yourself in 90 seconds
3. If you get stuck after 90 seconds, raise your hand
Task #3
1. Find the task you want to learn
2. Try to do it by yourself in 90 seconds
3. If you get stuck after 90 seconds, raise your hand
Task #4
1. Find the task you want to learn
2. Try to do it by yourself in 90 seconds
3. If you get stuck after 90 seconds, raise your hand
Task #5
1. Find the task you want to learn
2. Try to do it by yourself in 90 seconds
3. If you get stuck after 90 seconds, raise your hand
Share what you learned with your team
Pick the thing you learned that was most impactful.
Call, text or email what you learned to a member of your team and explain how to use the feature.
We need you to help us
We want to hear from you
LUNCH
Usability testing session
JN Design team
What is usability testing?
"Some people think design means how it looks. But of course, if you dig deeper, it's really how it works."
Steve Jobs
Usability testing
A researcher (called a “facilitator” or a “moderator”) asks a participant to perform tasks, usually using one or more specific user interfaces.
While the participant completes each task, the researcher observes the participant’s behavior and listens for feedback.
Design process
Design
Your voices matter
Design
We’re testing the product, not you
Your feedback is valuable, and your honest input helps improve the overall user experience
Be brutally honest
Share your genuine thoughts and feelings about the product.
Don't hesitate to express confusion or frustration if you encounter any
Enjoy the process
It’s not a race. Enjoy the experience and contribute your insights to help improve the product
This session may include
Usability testing
A/B testing Surveys
Let’s start
Web focused
Half-Hands
8 tables: ~10 mins each
● JN Email
● Jobs creation
● Homepage workflow
● New Sales Experience (Rainbow Road)
4 tables: ~10 mins each
● Jobs creation
● Inspection pages in Estimates
● Home screen updates
Offering a World-Class Product
Johny Wudel, JobNimbus
Johny Wudel COO of JobNimbus Outdoorsman
Father of 4 (plus dog)
Adjunct Professor
Product Development +
Customer Experience
What is your product?
The EXPERIENCE is your
product
Great companies create great product experiences
Bad product experiences… based on true stories
The “Loose Pockets” Contractor
Can you put the check under your doormat?
1) I don’t have checks 2) a $40k check under the door mat?? Are you sure?
The “Doesn’t Want the Work” Contractor
Do you need any more info to send me a quote?
I’d love to get an estimate
I need to do this project before winter. Can you send quote?
The “I’ll Be There Next Week” Contractor
Are you still coming today?
Checking back…are you coming this week? Are you coming…ever? Sorry..was busy on another job… i’ll come next week
Great product experiences… actual true stories
the customer is taken care of. I would, and do, recommend them to anyone!
Great product experiences… actual true stories
We have used XXXX for new roofs for a couple of homes recently. Their crew works like a well oiled machine. Apparently, my neighbors were enthralled watching their efficiency. They are on time, the clean up was fantastic, and they were careful with my garden. The new roof looks great!
Great product experiences… actual true stories
This business is one of the best roofing companies I have dealt with. Very upfront about everything that they are going to do. And never sugarcoat anything price wise. They are always there when you need to ask a question. Working with Eric was amazing. They even did our shed too and the other company was not even going to do it. The contractor that came out to do our roof was awesome and fun to be around. They cleaned up fully and went over everywhere to make sure all the nails and other stuff was cleaned up so my dogs and my little one would not get hurt.
Great product experiences… actual true stories
XXXX is awesome. I called them in the morning and had a quote the same evening for gutters. Jeff answered my calls and texts immediately. Hands down the most detailed, best quote I’ve seen. He took pictures, and highlighted exactly where our gutters and downspouts needed to be. Not only that, but he made us a video explaining every detail. My husband was so impressed and that is saying something. I walked away not having a single question and feeling completely confident that they’re professionals. That’s when you know a company is doing something right. I would recommend XXXX to anyone.
Great product experiences… actual true stories
Joe is amazing! When he felt we would be better served with a company more expert than him in metal roofing, he brought that other company to our home and professionally handed us off to the other company.
Great product experiences… actual true stories
We have worked with XXXXXX Roofing on a number of projects and their focus on the customer experience and communication is unmatched in the roofing industry. Steve and his team do what it takes to ensure the job is done right and the customer is taken care of. I would, and do, recommend them to anyone!
This business is one of the best roofing companies I have dealt with. Very upfront about everything that they are going to do. And never sugarcoat anything price wise. They are always there when you need to ask a question. Working with Eric was amazing. They even did our shed too and the other company was not even going to do it. The contractor that came out to do our roof was awesome and fun to be around. They cleaned up fully and went over everywhere to make sure all the nails and other stuff was cleaned up so my dogs and my little one would not get hurt.
We have used XXXXXXX for new roofs for a couple of homes recently. Their crew works like a well oiled machine. Apparently, my neighbors were enthralled watching their efficiency. They are on time, the clean up was fantastic, and they were careful with my garden. The new roof looks great!
XXXXXXXXX is awesome. I called them in the morning and had a quote the same evening for gutters. Jeff answered my calls and texts immediately. Hands down the most detailed, best quote I’ve seen. He took pictures, and highlighted exactly where our gutters and downspouts needed to be. Not only that, but he made us a video explaining every detail. My husband was so impressed and that is saying something. I walked away not having a single question and feeling completely confident that they’re professionals. That’s when you know a company is doing something right. I would recommend XXXXXXXXX to anyone.
Joe is amazing! When he felt we would be better served with a company more expert than him in metal roofing, he brought that other company to our home and professionally handed us off to the other company.
Word themes for customer feedback
Responsiveness
Professionalism
Communication
Punctuality and
Speed
Quality
Value
Responsiveness
Professionalism
Communication
Punctuality
What How
Put roofs on homes
Knock doors, use subcontractors
Why
How do you make great product experiences?
People Process Tools
People
What is the cost to hire and train a new employee?
What percentage of new hires don’t work out within 18 months?
$18,000 46%
Let’s do the math…
➔Hire 15 employees
➔About 7 won’t work out
➔Cost to your company = $126,000
How do you hire (and retain) great people?
Focus on the
WHY
Hire and fire to
VALUES
Why do you love to work here?
➔ People
➔ Mission
➔ Values
#1 Culture
The
What How
Build roofing
software
Deep customer discovery + problem solving
Why
Make contractors heroes!
People Experience Specialist
Role Scorecard
Values Interview
Focus on values
Great people create great experiences
Culture Accountability
A turn around story…
Great people create great experiences
Backlog
Time to First Call
Time to Complete Employee Satisfaction
Process
“I hate leads because they don’t convert”
“I love leads because they convert great”
Speed to Lead
First Call Response Times & Conversion
Responsiveness to Leads
Speed to Lead
What kind of experience does calling a lead within 5 minutes create?
● Responsiveness ● Professionalism ● Communication ● Punctuality
Speed to Lead SPEED WINS!
PROCESS BRINGS SPEED!
Case Study: Olympus Roofing
Form submission on website
Phone call automatically dials
Automated text / email sent to lead
Drip campaign
Case Study: Olympus Roofing
Lead Reporting
Automation Sequences
Open Closed
Case Study: Olympus Roofing
Reporting in JobNimbus Insights
ROI
Effectiveness of lead source
Effectiveness of sales reps
2x growth in one year
The Power of Automations
Things you can automate:
- Welcome email
- Appt created
- Appt reminder Task for creating an estimate
Estimate sent (email, text, call follow ups, change status)
Job Kickoff (‘Welcome to the family’ email)
- In production updates
- Invoicing
- Job close out
- Thank you & ask for referrals/reviews
Start with a CRM, process, and automations. Then let’s talk about AI.
Tools
Why don’t teams adopt new software?
The 7 Deadly Sins of Product Adoption
1. Lack of leadership
2. Don’t know “the why”
Set expectations & stay involved
Repeat the why…often!
3. Don’t know “the how”
Train, train, train
4. Lack of good process
Ready…aim…fire
5. Lack of proof
Have champions/super users
6. Lack of accountability
Assign someone to the number
7. Poor data quality
Ensure accurate data
Problem :( Solution :)
The Curve of Expectations
Motivation & Excitement Time
Decision :/
81% of homeowners say communication is a problem with contractors
80% say contractors are disorganized
The EXPERIENCE is your product
Thank You
Thank you!
