Throughout the course of his day, sales manager Morgan Flynn looks and (literally) listens for opportunities to support his team’s performance at the home security company LiveWatch.
“We do a lot of live coaching,” said Flynn, who listens in on sales reps’ calls. “After a call, we’ll go into a conference room and I’ll talk with the sales rep. We’ll discuss, 'What could have been done differently to close the sale?'”
The emphasis on getting sales calls just right is critical for a company that sells home security solutions. After all, the stakes are high for such a product. Trust is key — and a transactional approach won't do the trick.
“The less that the call sounds like a transaction, the more likely it is that a salesperson will close,” said Flynn.
Several sales team members recently shared what it's like to work at LiveWatch — and how they make every call count.
FOUNDED: 2002.
WHAT THEY DO: Provide wireless security solutions for homes and businesses.
EMPLOYEES: 380 (nationally), 60 (locally).
IDEAL CANDIDATES: Competitive, motivated, quick thinking.
NOTABLE PERKS: Free lunch on Tuesdays, weekly raffle giveaways.
TRAINING: “LiveWatch has the best training program that I've ever experienced with any job,” according to one staffer.
EVERY SECOND COUNTS: LiveWatch uses ASAPer, a technology that allows the company to communicate instantly when a home is broken into.
FOUNDING FACT: LiveWatch was co-founded by a paramedic, who recognized the importance of fast communication and response times during emergencies.
Every day is different, but generally, what is your typical day like?
Matt Schumacher, senior security consultant: First, I have my team set goals for the day. At the end of the day, I always make sure to ask, “What could you have done better to help you succeed tomorrow?"
I try to do a lot of leading by example. If I'm asking them to do that stuff, I'm doing it right here with them and just trying to help keep people accountable.
At the end of the day, I always make sure to ask, “What could you have done better to help you succeed tomorrow?"
What does this team do to stay motivated?
Hana Hasan, senior security consultant: Within my pod every day, I ask people to list three blessings. It gets everybody focused, grounded and accountable. Within the team, there's a healthy balance of competition and encouragement. That’s really motivational because you aspire to get that “shout out” recognition during the day.
Schumacher: I like to do little promos. I'll come up with a promo idea and divide people into teams. And then it's a friendly competition of who can get the most same-day sales. It helps keep everyone on the teams motivated and having fun. At the end of the day, winners get rewarded.
Morgan Flynn, sales manager: We do a lot of live coaching. After a call, we’ll go into a conference room and I’ll talk with the sales rep. We’ll discuss, 'What could have been done differently to close the sale?'
Home security is not the kind of service people buy frequently. How does that affect the way you make sales?
Schumacher: When people are calling for home security, most of the time they've never had home security so they don't really know what they're looking for. That can be a process. We won’t close a sale like that on one call because they have to consult other people. It’s really about building value, showing the customer what makes us different but also what is beneficial about having home security.
It’s really about building value, showing the customer what makes us different but also what is beneficial about having home security."
Flynn: We guide prospects through the process of what we do, discussing how our product can protect their homes and what’s the best solution for their homes. The less that the call sounds like a transaction, the more likely it is that a salesperson will close.
How does the company onboard people to make sure they hit the ground running?
Kari Gibbons, Senior Security Consultant: When people join the sales team, they go through a four-week training. LiveWatch has the best training program that I've ever experienced with any job. At other jobs I've had, you’re in training for a day, and they're like, "OK, now do your job."
Here, we sat in a room for a month, listening to the calls of the best reps. We discussed what made them work. We went through selling. I'd never worked in home security, so I didn't have specific expertise on that subject. They got us role playing with each other. I've never had any company take the time to do that.
What makes your top salespeople successful?
Schumacher: Top salespeople ask for the sale. That was one of my first and biggest problems when I started here. When you put in all the hard work with a customer, making it through 30 minutes to an hour-plus of a phone call, you don't do yourself any justice if you don't ask for the sale.
In selling home security, trust is a key element. How do you earn that trust when you’re selling over the phone?
Hasan: You've got to have an ability to really let your personality come through.
Schumacher: I've been in sales before, but it was always face-to-face sales. Over the phone, it's very different. This is where you have to get very personable. You build a connection. One way of gaining trust is showing that you actually do care about what customers are looking for. I've also noticed that, if someone has high energy on the phone, the call tends to go better if you match their energy.
How do you convey the value of the internet of things to customers?
Flynn: Customers can incorporate [Amazon’s] Alexa and Echo Dot into the system. The new IQ GEN 2 panel that we just launched has Bluetooth capability. So, users can pair to five devices. Whether they're coming or going, the system literally recognizes a device and can arm and disarm a system for you.
One way of gaining trust is showing that you actually do care about what customers are looking for."
Hasan: For every customer age range or circumstance, the product caters to your needs. So, whether users are novices or seriously advanced and really techie, everything will fall in line with their abilities.
Schumacher: We have this technology called ASAPer that allows us to communicate instantly — within one to two seconds — when a home is broken into, when an alarm is triggered.
What are the opportunities for career advancement here?
Schumacher: The first thing I said when I started here was: "I want to be a tier one rep as fast as possible." I did it fairly quickly with the help of the people around me. I've been here less than a year and I'm a supervisor.
Gibbons: The company is always promoting internally. That impressed me right away.
Flynn: I started as a sales rep. Maybe 18 months into my time here, I was a sales manager.
How do you describe the ideal candidate for this team?
Schumacher: You have to be a hard worker and put in the time to learn. It's also important to be able to take criticism and use it to succeed.
