Service Bureau Accelerator – What’s New in 2024 | Service Bureau Accelerator Podcast E17

by | May 1, 2024

In this episode of the Service Bureau Accelerator Podcast, along with my co-host Ross, we welcome you back for a deep dive into the fresh and exciting developments set to revolutionize the service bureau industry in 2024. We’re here to unpack the significant u grades and new strategies that will guide and empower service bureaus like yours to thrive in the upcoming sales season.

What We Covered

Our discussion kicks off with a focus on the bolstered support system that has been a major theme in our recent strategic upgrades. Over the last few months, we’ve ramped up our support team, training numerous new staff members to ensure that every interaction you have with us is seamless and informative. This enhancement isn’t just about increasing numbers; it’s about enriching the quality of support to provide swift and accurate responses to your pressing queries and issues, particularly those tricky bank and software problems that can throw a wrench in your operations.

We also delve into client success, a cornerstone of our service offering. Last year, we initiated a new client success program which we’ve refined based on your feedback. The revamped system is designed to guide new members more effectively, helping them grasp the nuances of running a successful service bureau. This segment is particularly useful for anyone looking to polish their approach to customer relationships and operational efficiency.

Furthermore, we highlight our anticipation for our annual convention, an event that has grown not only in attendance but also in the value it offers. We’re introducing comprehensive workshops aimed at translating the event’s energy into actionable plans, ensuring you can implement key strategies as soon as you return to your business.

Why This Matters

Understanding the intricacies of these updates and how they can be applied to your business model is crucial. These aren’t just changes; they’re improvements molded by direct feedback from our community, tailored to meet the evolving demands of the service bureau landscape. We’re committed to making your journey easier, more efficient, and more profitable.

Listen and Learn

Whether you’re a regular listener or new to the podcast, this episode is packed with essential insights that can set the stage for a successful 2024. Tune in to learn how these latest enhancements can be integrated into your business model to streamline operations, improve client interactions, and boost overall service quality. Don’t just keep up with the industry standards—set them. Listen to this episode of the Service Bureau Accelerator Podcast now and start your next business season with confidence and a clear strategic advantage.

AND MORE TOPICS COVERED IN THE FULL EPISODE!!! You can check that out and subscribe to YouTube.

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Transcription

[00:00:00] Baldeep: All right. Welcome everyone to another episode of the Service Bureau Accelerator podcast. I am here with Uncle Daddy Ross. These are us two here for today. What we’re going to cover what today’s episode is about is, as we enter into the 2024 service bureau sales season, we’re going to talk about what’s new with Service Bureau Accelerator for 2024. So, we’ve got a long list of topics. And Ross, why don’t you start it off?

[00:00:25] Baldeep: Yeah, I think, that was one of the biggest topics in our meeting, is the support and then tying into client success. So yeah, we’ve made big investments in bringing more support people right before the season. We trained quite a few people. And, I think it showed. I think we may have spoken about this in another episode, but the feedback that we’ve gotten from our members is just literally the bottom line.

[00:00:49] Baldeep: We took over a lot of bank support. We took over a lot of support from software tech support, from bank support, because the challenge is you deal with customer service reps that [00:01:00] don’t know what the hell they’re talking about. And what we’ve noticed over the years is that service bureaus, if the customer service rep that they’re speaking to isn’t familiar with how these things are set up or what access they have or what they need to do, they’re just telling them, Oh, go call the software.

[00:01:16] Baldeep: The software saying, Oh, you have to call the bank. And we’re just like, no, we need to just take this over, take over this whole aspect of the business. So, support’s been massively increased in just the past six, seven, eight months for the season. We’ve just added more people to the support team up as recently as last month and we’re recording this April 12th.

[00:01:37] Baldeep: In March we hired more support people. It’s just a night and day change in that. I think a lot of people overlooked the fact that. And we may have talked about this before, but if your software provider is also doing taxes, you’re probably going to get shitty service because they don’t have a team in place to they’ll say, just call tech support. A lot of times, tech support can’t help with certain [00:02:00] things that cause their bank issues or other issues that need to be resolved by the software provider. And if they’re not accessible, then you’re in a bad position. So, rule of thumb, focus on getting us, especially if you’re a service bureau, you need to work with somebody that’s not doing taxes.

[00:02:14] Baldeep: Helps a lot.

[00:02:15] Baldeep: During tax season, we do our corporate meetups, and we have our support team supporting.

[00:02:20] Baldeep: And along with that, with the support people, we have a whole hub center. They’re creating much more content that’s easily accessible for people to just search our help center, and get a quick answer if they want to use that, if they don’t want to open up a ticket, they can just search and get the answer.

[00:02:34] Baldeep: Cause literally, we spent the last three months looking at every single support ticket that came up and said, Hey, this one probably needs a support article. This one probably doesn’t. This one does. Literally, we’ve made hundreds of support articles just in the past two months to help increase our knowledge base and help center.

[00:02:54] Baldeep: A little bit of artificial intelligence possibly coming as well. That kind of ties in to [00:03:00] what you brought up before you mentioned, client success. Last year, we started a client success process where when a new member came in, they went through our foundations.

[00:03:08] Baldeep: In that time, it was like, picking a path. Some people called up and tried to get clarity on where they were and just helped guide them along the way of making sure they understand the business, have their offer together. Just the whole thing that we cover is how to grow this type of business.

[00:03:24] Baldeep: That extra support staff this year, we’re training them on a new client success process that we’ve revamped based on the feedback we saw from last year. How can we make this better? So, client success going hand in hand with, software support and software adoption is a big focus for us for 2024.

[00:03:43] Baldeep: I don’t know if you want to elaborate on that, Ross.

[00:03:46] Baldeep: That’s the piece that’s missing from all these copycats out there. They don’t know how to do it. It’s funny. I was taking our webinar, somebody sent me a thing of somebody trying to do something at a service bureau conference. And one of the speakers [00:04:00] there, they’re talking about like growing it.

[00:04:02] Baldeep: And I spoke to the dude. He only does 2 or 3000 bank products. You haven’t grown one, what are you teaching it for? So anyway, that’s neither here nor there. There’s just too much out there. They don’t have the structure. They don’t know what they’re doing.

[00:04:14] Baldeep: The biggest, like over the past, especially this year, the first couple of early enrollments that we had before we haven’t even gone public yet as of this recording, a lot of it has been people that coming from other service bureaus that realize they’re not showing them how to grow the service bureau.

[00:04:30] Baldeep: That’s something that we’re going to be seeing more and more is existing service bureaus just needing somewhere else to go that can guide them. And we had somebody that signed up that has been trying to sign up with us for 2 years, but through some contractual non-competes that they have with somebody else and that we work with, we just didn’t take them. Like we’re like, Hey, no, we can’t. They ended up going up the chain and getting a release so they could come over here. Three years in the making. Just because of the training and the type of support that [00:05:00] we have on the client success side.

[00:05:01] Baldeep: There’s no point in operating one if you don’t have clients. If you don’t have clients, you have nothing to operate. So, it’s a problem solved sometimes. I think, that leads into the new thing, the 7-Day Launch thing. Unless you want to add more.

[00:05:13] Baldeep: Then, it’s funny, I had a call with somebody in the program the other day. And one of the questions that came up was, okay, so what should I do this year? And they’re talking about these different things that they could do. And I’m like, wait a minute, you just went from X to 5X in one season, why are you trying to do something different? They’re like, you don’t need to do anything different. You just need to do a lot more of what you did last year, but just do it better. What could be improved? You don’t need to create a whole new thing. Sell the same thing again.

[00:05:43] Baldeep: I’ll bring in the team. I think that’s a mistake. A lot of entrepreneurs make, and we struggle with this too. Where sometimes have to be like, when we do our meetings and we’re like, all right, cool. What are all the things we could do? Oh, does that fit?

[00:05:53] Baldeep: We have to say no to more. And here’s the challenge, as you become more successful, and as you say, your business starts growing, more and more [00:06:00] people start coming with you to you with these opportunities, these ideas, these things, and you start getting distracted, and then you lose money. So you need to be very careful with that.

[00:06:08] Baldeep: Whenever we hear somebody saying, okay, cool, I try like you’ve done. There was one person that I think was using one of the job posting strategies that we had, that you spoke to, and they were like, okay, cool.

[00:06:21] Baldeep: Do you want to try something?

[00:06:22] Baldeep: I think, too many people overlook that and think that there’s always something new or I have to add this or whatever. Whatever the scenario is. Oh, I need to start selling service beers now cause people are asking me. That’s a whole other topic, but that’s good.

[00:06:34] Baldeep: I don’t say that. That’s the Canadian term. And then, for the rest of the 7-Day Launch, so we got a goal-setting offer, marketing, and sales. And then, what’s the 7th day? Rinse and repeat, right? Simple enough. That’s it.

[00:06:47] Baldeep: And that’s cool to tie that back into the client success is, we get notified when those things are completed. Our client success team reaches out. Make sure you got that all cleared. You get the offer down to this. What are you [00:07:00] doing? And we’re going to start logging that so that we can help track and see your performance over the next 2,3,4,5 weeks and more months down the road. That all is going to have different types of calls and objectives for calls for people to reach out to make sure that you’re getting the help you need. Cause then, what happens is, Hey, cool, I got all this, but I want more marketing help, or I want to know more about this marketing.

[00:07:22] Baldeep: Guess what? We have a whole bunch of trainings on marketing that you can pick, whether it’s ads, whether it’s this, whether it’s that, whether it’s whatever, you could go to this section, we’ll open it up for you so you can go dive in and then pick one, and focus more deeply on that, right? What are sales?

[00:07:37] Baldeep: Hey, I need to work on my, how to do my sales calls. Okay, here’s a whole bunch of training on how to do it. Once you get a couple of sales calls in, how about you send us the recording so that we can give you feedback on it? So, that’s what these other companies don’t do.

[00:07:50] Baldeep: They don’t know how to structure these things. So we do call reviews, marketing reviews, all this stuff to help you optimize it. And help you play to your strengths, right? [00:08:00] So some people, some of these things are not their strengths. So how do we help adapt this to your strengths?

[00:08:04] Baldeep: Another thing to be careful of along those lines is, we’ve had members say, hey, I paid for this coaching program and they told me that I should be selling this, and selling it like this, and charging this, disaster. You’re listening to people saying, this is the price point you should be selling at, but they don’t know the economics of this industry.

[00:08:22] Baldeep: You’re not making as many sales and you’re losing out on volume because you listen to some guru that doesn’t know about the industry. So just be careful when you do that too.

[00:08:30] Baldeep: I’ve had quite a few conversations this year with people that are like, Oh, this is what they said I should do cause this is, I’m like, yeah, but they don’t get kickbacks on the backend. They’re just doing this because they’re trying to extract 10, 15, 20 grand up front. And that’s all they’re ever going to see.

[00:08:45] Baldeep: You need to be able to balance this. If you want to charge more, sure. But you’re also going to price out a lot of people from the market that all your base hits, all your volume is gone. Cause guarantee you, we don’t like our price points pretty much been the same every single year at two [00:09:00] grand, right up front.

[00:09:01] Baldeep: And even though everyone, Ross and Jameson always said, Hey, you going to raise the price. I’m like, no. They want to increase it. I’m like no. And it’s not because I don’t think we’ll sell. I know we’ll sell it. I know we’ll make money. I’m just like, what about the 2, 3, 4, 5, 10,000 bank products that we’re going to miss out on because somebody just couldn’t do that extra thousand?

[00:09:20] Baldeep: There’s always going to be the percentage of people that sign up and don’t do anything. No one’s winning that way. That’s a conversation I had with somebody yesterday. I’m like, I don’t like it when people give us money and then don’t use their software. That’s got to change. How do we change that?

[00:09:33] Baldeep: That’s why we started talking about more about software adoption a lot. Because this doesn’t do you any good. It doesn’t do us any good. It’s not good, right? If you buy it, you should use it, right? Let’s have every resource possible so there are no excuses for using it. So how do we make our part better right on that end?

[00:09:49] Baldeep: I think that’s all. We have one more topic what’s new for 2024.

[00:09:53] Baldeep: All right. We’re doing it again. We’re bringing back our annual at this point now, official convention. [00:10:00] Officially, annual convention. So last year, we did a recap episode on it, I believe at some point. But we had about a hundred-something people there this year, I think we’re going to cap it at the same size 150 maybe. We’ll cap it at just to keep it not too crazy, not too packed, but a good amount of people. And what we’re doing differently this year is, we’re doing lunch and breakfast for everybody. I think dinner is basically for everybody too, because the first night, the registration night is just a kind of like welcome cocktail thing.

[00:10:31] Baldeep: It’s not even major. It’s just a meet and greet. The first night of the official day of the first day is a cocktail party sponsored by TPG. That’s going to have a lot of food, so that night. Then, on the second night, we’re going to have our first-ever award ceremony. So, we’re doing awards for the members this year.

[00:10:48] Baldeep: So that’ll be good. I think that’ll be great for everyone. So, that’s going to include dinner. And then, what we’re doing differently, and last year we did a whole VIP half day, on the third day. And we just limited it to people at a certain [00:11:00] volume, invite only. And we pulled back behind the scenes, a lot of the stuff that mostly systems operations, team building stuff that we felt they would benefit from more than somebody that wasn’t at that point yet. But this year, we’re going to do is, I think that the challenge when you do an event is you get pumped up, but then you don’t, while you’re there, make a plan to go and execute it.

[00:11:24] Baldeep: So, we’re doing this year on the third day is, everybody’s going to come and that’s the workshop day where we’re going to take all of the stuff that we’ve covered and we’re going to physically write out the action plans so that when you leave, you’re like, okay, cool. Now I know what I’m going to do, right?

[00:11:42] Baldeep: I’m not going to forget because it’s all written out. So that’s the gist of it this year.

[00:11:46] Baldeep: I think, that’s good enough for this episode, right? We covered quite a few topics of 2024.

[00:11:51] Baldeep: Awesome. All right, let’s wrap it up.

[00:11:53] Ross: For sure. We’ll kick things into it. So, welcome everyone back to the podcast. So, one thing that we do in our business, and we [00:12:00] talk a lot about this to all of our members as well, you always going to be constantly improving. I’m going to go back to one of our new training topics, the two core parts of a business. Marketing and innovation. Meaning, how do we get more people into our business and how do we make our product better, right?

[00:12:13] Ross: We always need to be making our product better. Imagine if, when the iPhone came out with the very first iPhone. Imagine if they just stopped. They’re like, all right, here’s the first iPhone we ever make. And we’re never going to improve upon it. They’d be out of business, right? Apple would not be the company they are today.

[00:12:25] Ross: We obviously have to do that in our business, as well. Every year, there’s an opportunity to reflect and review. Okay, what went well? What could be improved upon? What do we need to change to make our program, our product, and our service better for our customers? And so, we do that a lot.

[00:12:40] Ross: Every year we meet up, we do a meeting for what was like a week. We were in Texas and we just sat down and spent the whole week with our core team. Just really laying out. Okay, what can we improve upon? What are the changes we need to see and how do we go and execute that?

[00:12:54] Ross: So, one of the biggest things that we did, and we started this last year was, we hired a lot more team members in our [00:13:00] support area, because one of the biggest focuses for us with all of our members that we have in the Service Bureau Accelerator is supporting our clients, right?

[00:13:07] Ross: Supporting you guys, as you have your service bureau and as you’re learning the ropes because you’re going to hit things where you may not know the answer to something, but we’ve got dedicated support where you can just open a ticket with us. And we’ll respond usually the same day, usually within a few hours. Hey, here’s the response so that you can then take that to your customers or your clients.

[00:13:24] Ross: We’re basically in your corner, helping you along the way. And as we’ve grown, as we had more, we have over what, 650 service bureaus in our program now, the support increases. So we’re like, all right, you can’t scale it with more software and tools and systems. You can do a certain degree, but at the end of the day, it’s just, that you need more manpower.

[00:13:39] Ross: You need more people in there, helping you. So, we’ve expanded our support team, which is huge. And it’s going to allow us to do more things, have increased client success and software adoption, where we can spend more time with our clients, especially our newer clients, getting them into the software, making sure they understand exactly how the software [00:14:00] works as a service bureau. How do you set clients up? How do you issue licenses? All that stuff.

[00:14:04] Ross: We’re just really reinvesting big time into our program. Most importantly, into our members, into better systems, and support for our members to help you guys grow. That’s one of the biggest ones is just really increasing our support, adding new hires.

[00:14:19] Ross: And support’s huge too. I want to stress on that a lot, as well. For any of you guys listening, whoever you’re getting your software from, think of it during the tax season, how easy is it to get ahold of someone to get the support that you need when you suddenly have an Ethan that’s compromised or something?

[00:14:31] Ross: And you’re like, what the hell? I can’t operate my business. I need help immediately. How long does it take? Does that get resolved the same day, or at least there’s a resolution in the process the same day, or does it take days for your software provider to give you the proper support? Or are they telling you, Oh, you got to go call this bank, or, Oh, you got to go call this phone number instead of just servicing you directly, right?

[00:14:52] Ross: And that’s a big part of it. We did a survey before I met up, cause we always like to also survey our group to understand, Hey, what’d you guys like? What didn’t you like? What do [00:15:00] you have for suggestions? Because we listened to our group. We listened to our members to help navigate us, and to make sure we were moving in the right direction with some of our decision-making.

[00:15:10] Ross: And our support survey, we got a rating of 1-5, we got on average 4.80. So, that was a good number to see.

[00:15:18] Ross: It helps tremendously. While everyone’s busy just dealing with taxes and dealing with their tax business, and their clients, and crazy busy at that, we’re not. We’re sitting here, ready to support our members. And that’s the biggest thing.

[00:15:29] Ross: Tax season is like our relaxed time, honestly. It’s just support. That’s all we got to do. We just got to support you guys. And it’s, we’ve got our systems process in place or teams trained up. It’s pretty straightforward. There may be some other fun tools coming down the road with a little bit of AI sprinkled in there.

[00:15:45] Ross: Just cause client success, like just that term in general is, it’s a little bit vague. I figured I could maybe break it down a little bit for the audiences, client success to us is like a big part of our program, the Service Bureau Accelerator. It’s not just, Hey, here’s your service bureau, here’s your software, go have fun. And if [00:16:00] you have questions, talk to us. Our program is about, Hey, here’s your service bureau, here’s your software, here’s support, so when you do have questions, you can talk to us.

[00:16:07] Ross: Here’s how you grow this type of business. Here’s how you create a package. Here’s how you market it. Here’s how you go and sell. Here’s how you onboard clients. How do you maintain your clients? How do you retain and fulfill whatever software delivery program packages, whatever it is that you’re selling? So, the biggest focus of our program, I guess originally, the biggest focus was the business model.

[00:16:28] Ross: Now, we’re realizing that, Hey, the software also needs to be there too. It is at the end of the day, the core product. But a big part of our program is helping you guys go out and grow this type of business. And so, how do you do that? We have all of our training set up to help you succeed.

[00:16:45] Ross: That’s why it’s called client success, because it’s okay, yes, you can get in. You can set yourself up on the software. You can issue a license to your tax office. You can use the software, but you’re not a service bureau. You didn’t do anything revolving around a service bureau. You just set yourself up in a lot on the [00:17:00] software. You just use it yourself, which is fine because you can put a lot of money back in your pocket. But the business model of a service bureau is to actually go out and actively sell the software and enroll other EROs on your software because that’s where the actual growth model is for this type of business.

[00:17:16] Ross: You want more volume, want more bank products coming into your software, cause that’s where all the fees are at. Our program is a lot on how do we do that. Client success is all about doing outreach to our clients. Hey, it looks like you completed the foundations. We have a new training program, which we’ll get into in a little bit here.

[00:17:30] Ross: Tracking our clients, how are they going through that? Hey, did you come up with an offer? What does that look like? Have you done any sales? Have you done any marketing yet? You’re struggling with marketing. Okay, cool. Here’s a training section that we have that breaks down all our different marketing strategies.

[00:17:43] Ross: I want you to go through there and start applying some of that. And then, we can check in a couple of weeks and see how you’re doing. Or if you have questions on it, or if you want some feedback, send in a ticket and we’ll take a look at your marketing. We’ll sit down and look at your offer. We’ll look at the image. We’ll look at your ad copy. We’ll look at your posts, whatever it is that you’re doing [00:18:00], and give you feedback on it so you can be successful. So, that’s a huge part of it is, not just to get you up to speed with how you manage the software, but how do you grow this business? How do you go out and scale it?

[00:18:11] Ross: So that’s a big part of client success.

[00:18:13] Ross: I got a webinar word for word, but they don’t know what it means.

[00:18:16] Ross: That was like three years in the making.

[00:18:18] Ross: They were with an excellent, probably what would we say, our second favorite, service bureau other than ourselves. It’s just the detail of training that we offer is very different. It’s more the business model. How do you grow this type of business?

[00:18:31] Ross: Yes. We get into the nitty-gritty of operating it, as in the software, being a service bureau, issuing licenses, but operating and growing are two completely different things. You have to have both. If you want to succeed.

[00:18:41] Ross: You can be as good as you want in issuing licenses. If you don’t have any sales, who you should know, it’s licensed to you. No one.

[00:18:47] Ross: I was just going to talk a little bit on software adoption, because again, I know a lot on this podcast, we talk a ton about like marketing sales. Cause that again, that’s a big part of what we do. It’s not just a big part of what we do, but it’s, no one else does it.

[00:18:58] Ross: So, it’s Hey, let’s talk about this stuff, cause [00:19:00] no one else teaches this stuff. Cause again, they can’t, but software adoption is also really important. So, we’re spending a lot more time, because we just realized over the years that, all the tax prepared, the ERO type individuals.

[00:19:11] Ross: You guys love to see the A-Z before we start. We’re like, all right, let’s get everyone up to speed and comfortable and confident in your service bureau software, because sometimes you might be changing software to get a service bureau set up with us. Do we need to do a crash course?

[00:19:26] Ross: Get your competency up, so you’re confident knowing how to set someone up in the software because we hear this all the time on our coaching calls. You’d be like, what if someone’s ready to buy? I don’t know how to set them up in the software yet. And we’d always be like, don’t worry you’ll learn.

[00:19:39] Ross: You can figure that out when the time is right. But learning the software ahead of time, when you have no customers, who are you going to set up? And that was our mindset. But we realized that it just, there’s always a bit of a disconnect there, or just like a bit of friction from everyone. Internalizing that.

[00:19:54] Ross: And so we’re like, all right, you know what, let’s do both. If people just want to go out and sell stuff immediately, cool. We’ve got the path laid [00:20:00] out for them. But if other people need to spend time and just really learn the software and get confident with it, to allow them to sell it, because you’ve got to have confidence in your product when you’re selling stuff. We understand that. And that’s, I think where a lot of people would shy away from it. Cause they’re like, I don’t know the software myself, how can I sell it to someone? And that’s fair. That’s fair to say.

[00:20:20] Ross: So, with that, our software adoption, we’re going to be spending a lot more time where, as soon as your service bureau build-out is done, we’re booking you in with multiple one-on-one calls with our team. Not group calls, one-on-one calls to go through the software with you, handholding training.

[00:20:35] Ross: Hey, here’s your account hub, or here’s your MO. Let’s walk you through this. What do we do here? How do we do this? We then break that into multiple different calls, walking you through the whole process, combined with a whole bunch of new training videos that you can also go self-paced through. That’s going to be like screen recording, step-by-step point and click, guide you through it, and explain what we’re doing in these steps, so you master the software and understand [00:21:00] everything. So, big update on that, on the software adoption, as well. Just wanted to get that little blurb in there.

[00:21:05] Ross: But then, coming back to the 7-Day Launch program, this is the business training, right? The scaling, the growth. How do we go out and start selling immediately? And our training that we had previously was, it’s great. We’re not getting rid of it. We still have it. We’re breaking it out a little bit. But the way it was structured is, there was probably, I want to say, maybe 20 plus hours of content to go through in our main software sales training or whether it was an Academy Training, whatever it was, there was a lot of training videos there.

[00:21:35] Ross: It was a lot of time spent going through the training. It was a little bit overwhelming for a lot of people. How can we get the gist of all this long extensive training? How can we get it and condense it down into a 7-day boot camp? That was the initial concept.

[00:21:50] Ross: And so, what we did is, we broke it out into 7 days. Okay, day number one, we’re going to work on our goal setting. Let’s start with our, at the end of mine, we have to set our goals. We do this [00:22:00] every year in our business. It blows me away. We’ve had some members like, I don’t need to watch the goal setting. I watched that when I first joined.

[00:22:05] Ross: You’re supposed to do this every year. You should always set goals every year in your business. No wonder you’re still struggling. You think you need more stuff, but you just need to drill into the fundamentals and execute the fundamentals.

[00:22:16] Ross: That’s probably why you’re struggling because you’re not even just applying the fundamentals. So, goal setting, we start with day one. Day two is creating your offer. And your offer is like, what are you selling? Yes, it’s software, but how are you presenting it? What are you calling it? What else are you including?

[00:22:31] Ross: Are you just doing software or are you going to include more things to your package to make your package more attractive than your competitors? A lot of stuff that we teach. We give a lot in this program, as well. We give the strategy, the tactics, and then the templates.

[00:22:48] Ross: We give tons of done-for-you things that you can just take, incorporate into your offer, incorporate into your business, and just move forward. We made it a turnkey 7 days program. [00:23:00] Bootcamp, basically to get people from step A, all the way to step Z in their service bureau.

[00:23:05] Ross: So, we go through offers, we go at another day on marketing, another day on sales, onboarding fulfillment, and then just the rinse and repeat. Cause that’s really what business is. We’ve talked about this in other episodes where, when creating your business, you want to make it like a conveyor belt, where you do the same thing again and again.

[00:23:22] Ross: Business at scale is boring. You’re not innovating as much. You’re just doing the same thing again and again. And you’re just refining it. You’re getting better. You’re getting better at sales calls. You’re getting your marketing a little bit better. You’re getting your conversion numbers higher. You’re getting maybe the price of your program you can start to increase over time.

[00:23:40] Ross: It’s just all these things that compound where you then double, triple your business year-over-year. And we have members in our program actually, looking at the stats this year. We’ve got a ton of members who are more than two or three times their volume from the previous year because they’re starting to do that. They’re refining things. They’re doing the same ship. They’re like, Oh, now, I can tweak this and get it better. And their numbers [00:24:00] are jumping up big time. It’s awesome to see.

[00:24:01] Ross: Now, you want to do the same thing. Now, bring in a team. Bring in a team so you can do more of it. How do you do more of what you were just doing?

[00:24:08] Ross: This is working well. Let me go try something completely different.

[00:24:12] Ross: There’s more and more opportunity.

[00:24:14] Ross: They made two grand off of doing this one strategy, one time. And I was like, so why didn’t you keep doing it? Why did you do it once and stop? Oh, I wanted to try something else. I was like, here’s what we’re going to do. Do this every week. You make two grand every week.

[00:24:26] Ross: There you go. There’s your 7th of your service bureau after a few years. Done.

[00:24:29] Ross: I was just going to say, it’s a lot of not just distractions, but it’s any business model. If you’re listening to this and you’re doing taxes and you’re also doing real estate, and maybe you thought about being a service bureau, but you like real estate, I’m going to give you just a word of advice. Don’t start a service bureau, go all in, in real estate. Or if you really liked the service bureau and you’re not a big fan of real estate, ditch the real estate and go all in on the service bureau. But go all in, in one thing. And just really focus on that one thing.

[00:24:55] Ross: I had a call again yesterday with a member. It was like, Oh, by the way, I’m in this like real estate thing. It’s a [00:25:00] great opportunity. Maybe I can tell you guys more about it. You can share it with a group because it’s a great opportunity. I was like, what the F does real estate have to do with service bureaus?

[00:25:08] Ross: Completely unrelated, totally different business. We’re like, yeah, but it’s a great opportunity. Cool. There’s no shortage of opportunities in life. Any business model, any opportunity you guys can be successful at it, if you just focus and apply it. So, it doesn’t matter what the opportunity is. We love the service bureau for a lot of reasons. There are a lot more benefits to it. You don’t have to worry about real estate and the markets, and what’s going on with the real estate industry if markets crash or are booming. Taxes pretty much never go away. So that’s a nice thing, but whatever you’re doing, just focus on that one thing.

[00:25:37] Ross: Not only just on the high level of what kind of a business you’re doing, but it also trickles down to how you’re doing that business, like marketing strategies, right? We teach a bunch of different marketing strategies. They all work. But it’s just about figuring out, which ones you like to do and just get. And focus on doing that one thing and get good at it.

[00:25:55] Ross: Be the expert at doing that one thing and you’ll see the results, right? One of our members in the [00:26:00] group, she’s amazing at just like just social media. Cause she gets in all these groups, she loves to stir up some drama. She gets a lot of engagement going, but that’s her bread and butter.

[00:26:08] Ross: That’s how she makes the majority of her revenue, by doing that social media strategy. We run advertisements. We just know how to run ads. It’s what we’ve done for the longest time. We’re never going to stop doing that. And so, whatever you’re doing, whatever strategies you’re implementing, whether it’s marketing or whatever, to acquire customers, when you find something that’s working, don’t be like, okay, cool, let me go try something else.

[00:26:30] Ross: It’s like, all right, this is cool. This is working. How can I now make this even better? How can I scale it up? And if you want to try something else, that’s fine. But as you say, many times, we’ll leave. Don’t stop what’s working to go test something else. What’s working, keep that going. You can always add to it. Or test other things on the side.

[00:26:47] Ross: Don’t slap the hand that feeds you or whatever, right?

[00:26:49] Ross: Marketing, goal setting, marketing sales, onboarding, and fulfillment, and rinse and repeat. There’s your business model. Anyone listening, write that down; offer, marketing [00:27:00] sales, onboarding, fulfillment, rinse, repeat, just get better and better.

[00:27:03] Ross: Even presentation reviews, as well. That’s a big part of what we offer. And I love doing this because it gets me a lot more familiar with our members and what they’re working on, what they’re doing. But when we can take the time to sit down and give them feedback, it’s, yeah, you could spend.

[00:27:19] Ross: I’ve done this boldly, but I know you’ve done this in sales and marketing. You can spend months, or years, figuring it all out and figuring out having to find different books to read, different programs to buy, different trainings to learn. You can slowly piece it together over the years, or you can work with us directly.

[00:27:38] Ross: When you need help on your sales calls, instead of me saying, here’s a bunch of books that I want you to go read and try to figure out and piece it together. No, send me the call. And I’m going to sit down and I’m going to give you 3 pages of notes with reviewing and explaining. This is what you should say here and why you should say this.

[00:27:53] Ross: Here’s how you should do this and give you a structure and a framework that you can take so you can just build off of success. So, you don’t have to [00:28:00] try and reinvent the wheels. Here’s how a successful call should flow. This is what you need to say and when to say it. And we provide a lot of these templates as well, to begin with.

[00:28:07] Ross: But when you’re running the script, or when you’re doing the call, record it, send it over to us. We’ll sit down, we’ll review it. We’ll give you all the feedback. So, you can just make that massive leap of growth for, or improvement versus spending years trying to improve on your own.

[00:28:21] Ross: That’s a big part of it. I think a lot of people overlook that fact where it’s like, some people have a little bit of ego. I was talking to my friend the other day, and a bit of our conversation, he was saying something like, man, that’s just your ego. You gotta get rid of that.

[00:28:33] Ross: I have no problem reaching out to people who are the level that I want to get to, who are way better, further along in their business, much larger volume, whatever it may be. I will seek those people out and I will try to learn from them. Because I know if, Hey, I can extract some information for them that’s going to help me get there faster and easier, why wouldn’t I do that?

[00:28:51] Ross: That’s a big part of our program is that it’s, you have us as mentors, we can break all this stuff down. We’ve been there. We’ve done it. We’ve grown a pretty decent [00:29:00] size service for you. I’d say over the last, long term, but especially, over the last few 4 years, it’s grown exponentially.

[00:29:05] Ross: We’re here in your corner to give you the strategy, to give you that shortcut to success.

[00:29:09] Ross: The MacGurus are everywhere, trying to tell you how to sell when they don’t know anything about your industry.

[00:29:14] Ross: What about the, I would say, I think, we did the numbers like 30% of people who do like the split pay. Maybe even more. It might even be like 40% of people who opt to break it out into a few payments. That’s why.

[00:29:24] Ross: It’s a big part of business. That’s the other thing too is, we’ve got a couple of new sales reps that I’m working with, helping our sales lead train. One of them comes from commodities where it’s like a high ticket. Boom, you just hit them on the sale. The way that you sell that is very different from this type of program. I had to explain to everyone, it’s you guys need to understand this program, it’s a community, right? It’s a community of service bureaus that we’re mentoring, we’re coaching, we’re training, we’re supporting. It’s not a, Hey, pay us 2 grand and then we’re never going to talk to you again.

[00:29:56] Ross: No, we talk to our members daily, every single day. Whether it’s in THINKING, whether it’s on phone calls, whether it’s in the [00:30:00] Facebook group, whatever, we’re engaged. It’s a giant family, basically of service bureaus. And so, when we’re running our business and we’re selling and stuff, we need to make sure we’re bringing in the right people. We’re seeing that expectation and we’re charging an appropriate amount for it, but we’re not overpricing ourselves.

[00:30:19] Ross: What most people don’t realize, like other the McGurus and other industries is that, they’re thinking of a, just a one-time sale and it’s one and done. If you approach the service bureau model with that, where it’s just I just get the fee. I set them up and then I never talked to them again.

[00:30:34] Ross: You are not going to succeed because you make the volume again. The majority of the revenue comes from the fees on the volume. And so, if you sell them a package one year, and then they leave you the next, and you have to do that every year, you’re replacing your business year-over-year. You want to build a program where you can sell someone and they stay with you long term so that you can grow year-over-year, versus having to just replace your clients year-over-year.

[00:30:58] Ross: So, a lot of that, we break a [00:31:00] lot of that down on the onboarding fulfillment. It’s like the sale doesn’t stop after someone pays. Now, it’s okay. Now, it’s about the client experience. We still have to sell them on our company through the client experience. How do we onboard them? How do we set them up in the software, and deliver and support them throughout the season?

[00:31:14] Ross: I don’t know how many times we hear these on sales calls. Oh yeah, I could never get support from my software company. I try to call them all the time, or I have to join some discord server and no one’s ever there. I can’t get ahold of anyone. I call them and it just always goes to the voicemail.

[00:31:27] Ross: That’s what you’re going to be able to lose. You’re going to lose clients like that. Doesn’t mean you have to go above and beyond and hire a bunch of people like we’re doing, but over time it might be something you want to do as you’re getting to that scale. But initially, it’s just setting the right expectation, making sure you’ve got clear communication with your members and you’re moving them into your service bureau, and managing the client properly.

[00:31:43] Ross: I think it will be officially an annual convention.

[00:31:45] Ross: The momentum you get out of a convention is always great. There’s a big surge. But, as I said, it can fade away pretty quickly after you’re done traveling, you get home, maybe a little bit tired from traveling, so you rest, and then, life comes back at you, you got [00:32:00] kids, whatever, family stuff, and then, before you know it, you’re back to the same enthusiasm levels you were before you went to the convention. How do we make sure that energy carries over and gives you a game plan and a roadmap on, okay, here’s what I need to do now, right? Here are my steps. This is what I need to be doing daily, weekly basis, so I can hit the goal.

[00:32:20] Ross: So, really excited for that. I think, there was tons of energy anyways coming out of the convention last year. Like our Facebook group, any members who weren’t there were seeing all these photos, and there’s a lot of FOMO getting built up. I’m looking forward to this next one, as well, with hopefully more members there. And just the networking and meeting were great as well.

[00:32:35] Ross: A lot of people on our, the testimonials are all like, Oh, it was amazing to see people face-to-face. We’ve been on Zoom for 3 years and this was the first time we had a big meeting with everyone. So, looking forward to it again, this year.

[00:32:46] Ross: So, lots of stuff coming up, always improving. If you guys are interested in learning more about how you can get started with your service bureau or joining the Service Bureau Accelerator program, we’ll have all the links in the comments below this video. If you’re on YouTube, listening to [00:33:00] Spotify, you could also just head over to ServiceBureauAccelerator.com.

[00:33:02] Ross: Check out one of our new webinars, and learn a little bit more about the program. Book a call with our team, and we’ll get you on your way to becoming a service bureau.