Find and marketing to your ideal client is probably the first step towards being effective with your marketing dollars. You can’t be everything to everybody, so know the client that will appreciate your service is a key to your success. Continue reading “Finding Your Ideal Client”
Everyone Is Happy! (NOT)
“Everybody loves each other in our company” is the first lie of a dysfunctional team. The truth is that In all successful businesses there is a constructive conflict between all departments. Each department pushing the other to improve.
- Marketing pushes Sales to close more of the leads they paid to get
- Sales pushes Production or Installs to get high quality work done on-time
- Service pushes Production to do the work with excellence so there are no call backs
- Finance pushes ALL Departments to perform so they can pay for the whole damn thing!
No Pressure, No Good
In companies where each department does NOT pressure the other to improve, that is where business dysfunction begins. Without the pressure from someone outside your “department silo” routine under performance is tolerated. The dysfunction is an implied agreement or “quid pro quo.”
Basically each department is saying, “If you don’t go through the trash in my department then i won’t go through yours.”
The answer is to be able to systematically and constructively bring these conflicts to each other in real time so that each department can both learn and improve instead of repeating the same routine failure.
The single biggest impediment in the way of this way of this type of system is the “ego” of the person in each these department. Instead of wanting the TEAM to improve, they value shielding themselves from criticism more.
So here are the takeaways…
- Constructive conflict between departments is GOOD for your business
- Pressure is a healthy condition of a successful business
- Your ego is NOT your amigo! Feed your ego or feed your wallet
If You Don’t Invest In YOU Who Will?
The Total Immersion Service Sales Summit is the only participant-centered service sales improvement training system that…
· Preps students with pre-training video eLearning
· “Totally Immerses” attendees for 5-days to create new successful habits
· Follows through with 4-weeks of coaching after you attend the event
Our current and past alumni students are this year celebrating our 200th event. Now you can join us to do something different this year and improve your confidence, leadership and customer service results all while making more money for your company and your family. If you do attend, your company, your family and you will be glad you did.
Getting Approval From Your Boss Too attend Is Easy
STEP 1: Do The Research
Before you talk to your boss, get the number. Find out how much your average invoice is for the company on repairs and replacement. Pretend like you own your company. Ask yourself what impact it would have on your company and your family if your customers were 100% happy with every purchase and your sales increase by 278%. What impact would that make for everyone? Total Immersion is NOT an expense. It’s an investment that pays back forever.
Step 2: Calculate The Investment
Look at the Total Immersion 2018 Summit locations at www.tisummit.com and find the one that would be the most cost effective for your company. Figure how much driving or airfare plus lodging it would take to make this a reality. (Roughly $4,000 in all expenses for the 9-week Total Immersion Experience)
Step 3: Present Training Options To Your Boss
Outline what the investment would be first for you to attend. Then take your sales results from last year and multiply them by 2.78. Example if you did $150,000 in sales last year, take $150,000 X 2.78 = $417,000 ($267,000 increase) Ask your boss, “If you invested $4,000 in me to attend and I gave YOU a $267,000 increase in revenue and profit, what would happen then?
Step 4: Close The Deal
Once your boss picks his jaw of the floor from being dumbfounded by your amazing research and due diligence. Just ask him the final question… “What should we do?”
I definitely hope you get this one closed. If your not sure if Total Immersion is right for you, why not go to our amazing list of videos that show what our students have said about our training. Click here to see what they are saying about us
“With the trainings and the business development that Joe provides, you see average people performing extraordinary results. Not everyone who’s born with the talent is successful, but those who practice and learn can be successful. It’s quite a transformation.”
Neil Mussan, Patriot Electric
Go to www.tisummit.com to begin your new life now!
Are you a door that stands in the way of opportunity for your clients to have a safer, healthier, more comfortable and reliable HVAC system? Or are you a window that shows people the possibilities to upgrade their current system. Don’t have the imagination to think of solutions for clients? Here is my top list of HVAC upgrades to offer to clients on repair, maintenance & sales calls…
Outdoor “Re-level For Life” – Remount the outdoor system using limestone screenings and 3/4″ rubber isolator pads. Lifetime warranty on re-leveling can be given if you do it right.
Flood Prevention Emergency Protection – “EZ trap” to shut off AC so it doesn’t flood your basement or attic.
Animal Guard – Pull 2 wire through 3.8″ poly vinyl jacket to protect against weed whacker’s and rodents chewing through outdoor wire
LED Can Light Retrofit – Identify unsealed can lights in a home and replace with LED retrofit to seal energy in home. Each can lights lose up to 1/2 ton of cooling in a home and allow fiberglass to infiltrate the living space
Attic Fire Breaks – If a chimney is not fire-breaked in the attic it allows fiberglass and contaminants to enter the home and is also a fire safety issue as well
Attic access Sealing – Why is the entire attic insulated and sealed but the attic access hole is unsealed. Solid foam access doors that latch air-tight and attic staircase covers are available to stop massive infiltration from these holes
Power Surge Protection – Protect motherboards and damage to compressors by installing a surge protector
Carbon Monoxide – Fire – Smoke Safety Protection – Install a wifi connection low level carbon monoxide alarm in all levels of the home
Wifi Connected Temperature, System & Energy Monitoring System – A Wifi connected thermostat will not only allow you to control your temperature from a cell phone but also alerts clients to “System Needs Service” calls.
5 Year thru 1 Year of Media Filter, Humidifier Pad &/or UV Bulb Replacements
Media &/or Electronic Air Filter Installations
Humidifier Installations (Steam-Power-Bypass)
UV Air Purifier Installations
Whole House Dehumidifiers – Super dry dehumidifiers for basements to prevent mold growth for the safety of the children
Return Air Duct Upgrades – Upgrade return air systems to 100% capacity so that clients stop damaging systems due to restricting the airflow. (This should be sold by each tech at least 3-4 times per week)
Grill & Register Replacements – Nothing looks worse on white carpet than brown registers. Also to upgrade return grills to aluminum from stamped metal.
Air Duct Sealing – Air is a product after it has heated or cooled. What are you doing to make sure that clients can keep the conditioned air that they have invested in?
Can you think of any others? Comment below and I’ll add them to the list!
Spend A Day With The $7M Dollar Salesman
Imagine your best sales or service people having the opportunity to spend an entire day learning the strategies, mindset and techniques with $7 million dollar residential HVAC-Plumbing & Electrical Replacement Service Advisor, Rick Picard and me, Joe Crisara.
Think about it. What would a “day in the life” of the highest performing HVAC service advisor be like? It’d be like spending a day with Michael Jordan talking basketball, or talking about pitching with Nolan Ryan, or sitting down with Wayne Gretsky exploring hockey. In this case you and your service or sales people could spend the entire day with Rick and I.
What if they (and you) had 1 day where every sales or service question is answered, every strategy is revealed and every problem your people face have a solution given to them? More importantly they’d be forging a one-on-one relationship with the “Babe Ruth” of service contracting sales results. What would building a relationship with the top performer be worth to you and your team?
Well wonder no more, that day is here! Rick Picard and Joe Crisara will host our ContractorSelling.com Super Meeting at Contractor Leadership Live in Cleveland, Ohio on Tuesday September 12th for a day you don’t want to miss. A day that will live in history as perhaps the greatest game changer for you and your company.
Here’s how this day will unfold…
Good Money After Bad
Pricing jobs by parts and hours of labor is like throwing money out the window.
The cost of most parts in the plumbing, electrical and HVAC worlds are astonishingly low compared to the reliability, safety and health you provide to your customers. Many of your field service techs often get major repairs or replacements done relatively quickly, often within a couple or few hours. Compared to the immense utility and benefit being given, your company collects very little revenue.
You cannot just make up the discrepancy by stating an incredibly high hourly rate, as customers have a ballpark idea of what people charge out there. When your plumbing business charges the same hourly rate as a corporate attorney or top tier computer systems programmer, customers are going to walk away, be resentful or write horrible reviews on Yelp. You need to have a pricing method that makes good sense to the customer and reinforces to them (and to yourself) the considerable value proposition that you offer.
The pricing method that will bring in the revenues and profits you deserve is called flat rate pricing. However, when instituting a flat fee policy, it is easy to stumble on the various pitfalls that exist which will seriously harm your bottom line. The following guidelines are essential to maximizing your pricing policy to run a successful service business. Continue reading “7 Counter-Intuitive Ways To Use Flat Rate Pricing”
That Moment You Realize This Is A Tough Call
Carol looked at me and said, “Just so you know, we’re getting 3 estimates before we make a decision.” Not to be outdone by his wife, Bob yelled, “Four estimates,” as he turned and walked into the other room. I thought to myself, I haven’t even taken off my shoes yet and this is what I get. I hate these multiple estimate tough calls. Just then Joe walked in the door and introduced himself. “Hi, I’m Joe Crisara, the quality control manager. How are you today, Carol?”
Carol gave Joe that same determined look and said, “I just want you to know that we have 3 estimates lined up this week and we won’t be making any decisions until we hear them all.”
“First, let me say thanks for calling us and for the opportunity to help you and your family with this issue. It’s a pleasure and an honor to be here today and it really means a lot to us that you chose our company to assist you. Carol, can I ask you a question?” “Of course,” Carol said.
“Carol, I really appreciate your honesty about getting 3 prices before making a decision. We don’t go out for dinner these days without seeing the different options available to us and the prices alongside them thanks to social media and sites like Yelp. They’ve changed the restaurant industry.”
Joe wasn’t phased a bit by Carol’s comment and immediately followed with, “We like to think that we are changing the way service contractors do business with homeowners like yourself as well. You said you are only going to get 3 estimates. Our company gives 6 estimates on every call, kind of like that insurance company where you name your own price. This way you have all the possibilities right in front of you at the same time. So why are you limiting yourself to only 3 estimates?”
Carol was a bit stunned and didn’t know what to say but was able to stumble out the words, “We are actually getting 4 estimates.” Joe just rolled with the punches, but I could tell he was wareing her out. “I understand Carol. I’m not trying to make you feel bad. It’s just that if I were to show you my 6 estimates instead of only 4, and you liked one of those options, what would happen next?” Continue reading “Selling On Tough Calls: Multiple Estimates”
It seems like one of those weird, counter-intuitive rules, but it’s true. Removing yourself emotionally from the outcome of a frustrating sales or service negotiation is the winning move when confronted with such a conundrum. You’ve probably been there- a wrenching, difficult interaction with someone at work. It could be a superior, an associate or a customer. Afterwards you felt exhausted and also had that electric “fight-or-flight” feeling. It’s not a good sensation, you don’t want this much drama in your life- and especially not at work.
When you feel like you’ve been through the emotional ringer after a work argument, it means that you grasped too tightly to the importance that you assigned to the result. It also means that you closed off your mind to listening to the other person’s point of view, even if it seemed totally incorrect or suspect at the outset. It seems like an impossible contradiction, but it’s not. You should care deeply about your work performance generally, but not care too much about the results of any one transaction.
It’s natural for us to mix our emotions into things that we invest out time and energy into. Even more so when those activities involve making a living and have an element of competition. The big winners in any field, however, learn to divorce themselves from the “scoreboard” as a measure of their value. They also stop seeing others’ actions as being personally against them.
A sales transaction can be emotional for the buyer, but it shouldn’t be for the seller- which is you. Train yourself not to care too much or become attached to the result of any given customer situation. Or even interactions with co-workers, suppliers or whomever. When you “need” a certain outcome too much, that desperation makes you appear as if you don’t really hold power and inarguable quality. Real quality never has to beg and scrape. Real quality can walk away today and will get more than enough jobs tomorrow. Buyers are attracted to that because people generally want to go with a winner.
Is ‘Yes’ Your Dirty, Overused Word? Continue reading “The Art of Not Caring (…when you actually do)”
ContractorSelling.com, a leader in online coaching and live training for service contractors, has partnered with Contractor Leadership LIVE to educate and inspire transformation in service businesses from all trades.
ContractorSelling.com, a leader in online coaching and live training for service contractors, and Contractor Leadership LIVE team up to educate and inspire transformation in service businesses from all trades.
Contractor Leadership LIVE will be held on September 12-14, 2017 in Cleveland, Ohio with the top industry experts to train professionals in the HVAC, plumbing and electrical trades. In one expansive gathering place, attendees will learn vital information concerning the economic outlook, current industry challenges, and explore new technologies. This three-day conference offers best practices from the premier trainers in the world renowned for helping contracting business owners pave their way to success.
ContractorSelling.com CEO and co-founder, Joe Crisara will provide a special keynote along with Rick Picard, the $7 Million Dollar HVAC Salesman, on “Pure Motive Pricing: The Art of Flat Rate 3.0” to educate contractors on the new protocol for pricing and technology in the service industry.
Time is the great equalizer. No matter how big your company is, time is a commodity that becomes very limiting in terms of the ability to be there when our best clients need us. Both large and small companies are basically “closed for business” once their schedules become saturated with opportunities.
Drinking From a Fire Hose
In the service industry, you have to be more than quick on your toes. Especially when calls are pouring in because of some extreme weather or other phenomena causing increased customer need. This tends to happen in the summer months when the weather is hot and many residential AC systems start to fail and need repair. The spring brings flooding season, accompanied by an influx of calls for plumbers. Additionally, electricians feel the rush to fix heating units before the holidays at the end of the year. No matter what industry you’re in, there will be a time when you can’t keep up.
Having enough opportunity can quench the thirst of going through a dry spell. But when it’s TOO busy, it’s like drinking from a fire hose. You can literally drown your company in too much opportunity and then pay the price in unpaid overtime expenses, employee burnout and unhappy loyal clients leading to the ultimate destruction of your business.
The System IS the Solution
To begin thinking about a “systematic” priority system, consider what’s needed as a version of emergency room triage. Just like a hospital, we need to make sure that the more urgent patients get service first, while taking into account whether the patient has the right provider that’s covered in their network. Plus, we’ve got to make sure that all the proper paperwork has been completed to secure the financial obligations that go along with an emergency service like that.
It’s easy to have a great, confident attitude when the wind’s at your back and victories are coming in. Those are the times when just about anybody can show the grace of professionalism. But face a prolonged dry spell or series of difficult obstacles, and that’s when you find your deep inner character. When a winner faces uphill battles, he displays the same commitment to the basics as when things are easy. He doesn’t check out or feel sorry for himself, he puts his head down and hits the heavy bag, so to speak. Luckily, you can work on your traits when facing adversity. I’ve learned from years in the service industry, and these tips will make you the kind of diehard professional for whom defeat is simply not an option.
1. Who Is At The Center of a Customer Interaction?
Who’s the most important person when you’re talking to a customer? Your ego wants to say that you are but your professional mind should know that it’s the customer. You put the customer and their needs first, and your needs will be taken care of in the long run. Nine tenths of your effort should be on finding out about the customer, and one tenth should go toward telling about yourself. Too much paperwork or show-offy materials will sink a deal fast.
You must find out about your customer’s life, family, pets, job, interests, hobbies, etc. What do they love? Do they have children with allergies or other medical issues? You can offer a higher quality AC unit with a HEPA filter or dehumidifier. Are they all about protecting the environment? If they are, you can offer them some green, environmental-friendly solutions like solar panels or a water efficient toilet. Continue reading “8 Reasons Why You’re Losing Sales and Wasting Time”
You can’t expect your employees to do their best work if they have inferior, broken, or missing tools and resources for solving problems. An effective car mechanic has all of the mechanical necessities laid out neatly in a multi-drawer toolbox, with printed car manuals nearby. Similarly, your employees need to have work tools, technology and information “aid out so they can find the right piece when they need it.
Ask your workers, “If you had a magic wand, what would you wish for that would make your job easier?” Even if you perfectly equipped your employees at the beginning, industries are constantly changing with the introduction of new codes, technological standards and ever-evolving customer needs. As a service business owner, it’s your responsibility to keep the team and its tools up to date.
Expectations Equal Results
Often, managers and owners get frustrated with what they perceive as a lack of results or low performance. However, just as often managers and leaders neglect to explain the company’s goals and priorities in the first place — they just assume employees will figure it out. And we all know what happens when you assume.
As a service business owner, it’s your responsibility to keep the team and their tools up to date.
A service company has to have performance goals so each employee knows exactly what’s expected. Have a mission statement with a clear list of top goals and non-negotiable points when it comes to employee conduct and performance as well. The higher ups need to define the essential vision, which translates into actions. This will convey to workers not only what they need to be doing but also why they need to be doing it.
Training, Not Explaining
Let me start by saying I LOVE sports. I believe anybody who is a competitor, is drawn in by those who strive to reach the highest level of a sport they are passionate about. When playing a professional sport, an athlete would never neglect practice. They would never choose the easiest, low-pressure scenarios as preparation for actual games. They push their bodies beyond the limit and that’s why they are the best. If they only took slow, steady grounders in the infield, they probably wouldn’t win a game or have a job for much longer.
The same scenario applies to contractors in the service business. It’s not the easy, friendly customers that you need to worry about. It’s how you respond to the ones who throw difficult curve balls that separates you from your competition.
Using the strategies below, you can anticipate conversation-stoppers or deal-killers, and break on through to create productive and profitable working relationships with your clients.
They Come By Many Different Names & Games
You will start to notice patterns in the types of frustrating answers that potential clients throw back at you. You can name them and tape those labels to the wall (where no customer would ever see them!) if that helps motivate you and your team. I have certainly noticed these repeat types of objections or challenges you hear from customers on a service call, and I’ve applied my own set of labels to them. I’ll share some of them here:
– The Gatekeeper wants you to tell him all your prices upfront and then he’ll go talk to his wife and get back to you.
– The Apple Buyer got a full proposal from another company and just wants to know your price.
– Mr. Stuck in the Past tells you he had it fixed during the Nixon years for $187 and asks if that’s still the price.
– The Broke Ass just spent a load of money on his gold-lined Jacuzzi and now has nothing left for the house electrical.
– Mystification Man tells you everything’s working fine right now but he just wants to get it checked out.
– The Know-It-All informs you that he’s already figured out exactly what the problem is and that’s all he wants done.
There’s a lot more of these colorful characters but they all really have more in common than not. The good news is that you only have to stick with a small set of simple, strong principles in order to take back control of the interaction and create outcomes worthy of the professional, pure motive service that you and your company are providing.
The concept of value-added selling has been a popular one for a number of years. In fact, in today’s contracting world you are left with two choices.
1. Provide excessive value for the price that you charge.
2. Charge a cheaper price for the low value you provide.
That’s right, the natural laws come into place here. In the world today the buyer will either force you to either provide more value to get the price you need. Or they will force you to lower your price if you refuse to raise your value.
There is no doubt
Without value-added components, any product or service can be driven down to the most bottom line – price.
What is the problem with that?
When you are only selling price, you’ll never be able to make high margin sales where profitability, long term growth and sales success reside. Let’s take a look at 10 ways how you can add value to your product or service, no matter brand of equipment you sell.
Some salespeople might argue by saying, “You don’t understand, my product is different,” or “My service is different.” The truth is that every product or service can have value added to it. Let’s take a look at 10 specific ways that you can do this:
1. Providing expert advice and a high level of professionalism. Lots of professionals are paid a tidy sum for the level of advice that they provide. However, for you as a home comfort sales professional, in order for you to be able to provide value, you need to understand that you have to provide a level of advice that is significantly higher, more sophisticated and more valuable than that of your competition. Plus, you have to be able to communicate this to your prospect in a meaningful way. What this means communicating to your prospect a higher level of sophistication, wisdom and understanding about what it is you do. In a nutshell, why are you different and better than your competition? Odds are you have already purchased things like IAQ monitors, Infiltrometers, duct blasters and heat exchanger cameras. Now know when to use them. By all means, do use them.
2. Bundling and packaging. I’m not only talking here about the way your product or service actually looks. I’m also talking about desirable packages, purchasing levels and a series of added benefits that are significant in value and are, themselves, a whole lot more valuable than simply the product is by itself. Clean air packages, Silent system packages etc. Continue reading “Ten Ways to Avoid Price Objections”
Let’s be honest– completely separate from how you run your contracting company, there is a thing out there called the economy. I’m talking specifically about the macro economy. Macro means big and that means the economy on a regional, state wide or national level. There are many factors that go into the condition of the macro economy- the cumulative effects of millions of decisions by consumers, producers and investors- but you yourself are unable to have almost any effect on it.
It is what it is, and like a boat floating on the waves of the ocean, your best bet is to keep an eye on what kind of weather is coming, so you can adjust your sails accordingly. There are things you can do to protect the financial viability of your home contracting business in tough times. Just as, conversely, there are things you can do to accelerate a downward spiral as cooler economic times approach. The idea is to cultivate the former while eliminating the latter.
GO TO THOSE YOU KNOW
Especially in an economic chill, go to your existing (which includes previous) customer base. They will provide a very worthwhile foundation from which to gain jobs and increase revenue. In the home contracting industry we often think that all of our next client interactions and paid work contracts need to be brand new people we’ve never seen before.
But so often, a good former customer can become a return or repeat customer. Sometimes it just takes reaching out with a check-in and an offer of a home inspection, or the suggestion of replacing old wiring and outlets or pipes and washers on the verge of cracking.
Your overhead will stay pretty much the same regardless of how the economy is doing. So you may as well go back to your existing customer base and see what they need- leaving no stone un-turned and really maxing out your interactive customer service.
But what about when you’ve tapped everyone you know?
IT’S A PEOPLE GAME Continue reading “Avoid Creating Your Own Personal Recession”
One of the most important jobs we have is turning a customer’s “No” into a “Yes”. And it’s not as complicated as you might think. A great tool to help bridge the gap between a doubtful or resistant homeowner and a happy, satisfied customer is the option sheet. It serves as a set of firm guidelines, ensuring that premium, pure motive service is offered every time. This helps to remind techs communicating with potential customers to be thorough and diligent about every part of the service interaction. But an option sheet is only as strong as the words written on it. That’s why it’s important for dispatchers / SWAT team members to run their own quality assurance on it every time.
The first question a SWAT team member (this stands for Strength Weakness Analysis Threat) needs to ask about the service tech’s option sheet is…
Are There Options?
The service tech should always offer 2 premium, 2 mid-range, and 2 economy options. By giving a variety of service options at 3 major price levels, we are accommodating different kinds of customers and making them feel like their particular situation with regard to needs and costs is understood by us.
The option sheet’s different price points need to reflect an even spread. Imagine if you went to Best Buy to purchase a television and the 6 TV’s you saw their cost $3,500, $1,200, $1,197, $1,150, $1,125, $1,100. You’d be thinking- where’s the one for $2,400? Where’s the one for $600? If there are excessive gaps in price between options, customers will start to think that some other service provider out there will offer something in that gap.
Does the option sheet show an absolute least expensive bottom option? This would be like finding the customer’s broken wire, even if you weren’t fixing it. It could be just a diagnosis.
Apps that translate the field to the customer save time and make the tech’s job a whole lot easier.
Welcome to 2017, where smart technology is wearable and apps are everywhere. While it’s true that contractors have been getting along just fine for years without being completely connected to their phones, there is a lot of software out there that aims to lessen some of the burdens and annoyances that technicians face on and off the field by streamlining some of the processes and making customers more accessible. This month we wanted to showcase some apps that incorporate functions like scheduling, building customer relationships, troubleshooting, GPS mapping — basically anything that eliminates paperwork, saves time and makes a job run smoother.
jobi is a field service software that provides contractors with a platform to manage and grow their business, right from their phone. From scheduling to dispatch, price packaging to invoices, GPS mapping to sales metrics and much more — jobi has compiled the tools contractors need to get the job done right. Jobi also comes with a homeowner app to stay connected with customers on the go. Users can generate more sales on the same number of calls and create a steady revenue stream.
The jobi app features the functions service contractors need to get the job done, including:
• Schedule service calls and dispatch opportunities.
• Track technicians in the field and find the fastest route via GPS mapping.
• View current sales and set sales goals on real-time dashboard.
• Create premium, mid-range and economy choices in one click.
• Scan credit cards and capture signatures all in the app.
• Record audio during service calls for training purposes and to improve customer satisfaction.
• Import and export to QuickBooks to keep all transactions in sync.
• Create on-the-fly digital invoices for individual products and services.
• Get branded homeowners app to stay connected with customers.
• Customers can track service plans, warranties and service history right from their phones.
• Make remote presentations and share with all decision-makers.
• Easily track purchasing trends on the real-time results dashboard.
Contractors using the app and Service Level Option Maker report an average 378 percent increase in revenue from the same amount of calls. Using jobi’s built-in price level option creator (Platinum, Gold, Silver as well as various warranty plans and more) gives customers a choice of repairs or solutions. One user account is free and plans are affordable for service contracting businesses of all sizes.
Visit jobi.pro for more information.
We all know that employee. The one that shows up late every day. The one that takes hour-long lunches. The one who always has an excuse for why something didn’t get done or why they lost a sale. But sometimes, it’s hard to diagnose and even harder to fix. After all, no one is perfect and everyone has bad days. So how can you truly know who is slacking, and what can you do about it? As the business owner of a contracting company, this could take form in the following visible symptoms…
- Trucks trashed with garbage every night.
- Service tickets filled out poorly or not at all.
- No money collected on repair calls.
- Traffic tickets or accidents.
- Broken inventory and parts.
- Poor quality work below the standards the tech normally has set.
- High absentee rate or showing up late consistently.
- No communication with other team members.
Why It’s Happening
Everybody has eventually faced a personal crisis in their lives. For some, these emotional turning points can manifest itself in bad behavior at work. Sometimes stress, as a result of catastrophic changes in the personal or professional lives of your people, can show up in different ways. For most of us, that reflects the level of quality that goes into our work.
In the world of service, the words you use to describe what you do are just as important to your profitability as the actual work you do.
Providing real value and solutions, and operating from a place of what I call “pure motive” service are key to my philosophy of running a smooth business. To do this you must transform your business from transactional-based to relationship-based. One of the best strategies to make this change is by using what I call verbal packaging.
Verbal packaging is about changing your use of words. Are words important? If not, why is there a multi-billion dollar advertising industry? Why are some politicians so much more successful than others? Why do some business executives close difficult deals on a regular basis while others almost never make the sale? A lot of it has to do with using language to portray value proposition and connect with customers on a deeper level.
As service professionals, you’re going into people’s personal space, so the words you use makes the difference between them writing the check or not.
Just about everybody who calls a service technician to their house wants to have the work done. People aren’t calling their plumber or HVAC guy as a practical joke. As service professionals, you’re going into people’s personal space, so the words you use makes the difference between them writing the check or not.
Strong Words VS. Weak Words
Without consciously thinking about it, we make word choices that carry an attitude and an energy all the time. As service providers, we can say that there are strong words and weak words. Let’s look at a few examples and compare their effectiveness.
As a service professional, the concept of “pure motive service” means constantly offering the customer the most choices possible and knowing that you are truly offering things which are beneficial and will improve their quality of life. Besides the standard machinery and components involved with plumbing, electrical and HVAC, there now exist cutting edge electronic products which enable systems and appliances in a home to be controlled through advanced pre-programming as well as in real time through wife-connected devices. A house with many of these technological products is often called a “smart home.”
When you make the human connection, when you invest yourself in your customers and really listen, something changes. You key into the details of their wants, needs, issues and overall lifestyle. You get a sense on where they stand when it comes to convenience vs luxury vs frugality vs safety. As a top service professional offering pure motive service, you can recommend specific smart home products to different customers because you know positively that they actually would be interested in such a solution and they would benefit from it.
TURNING UP (OR DOWN) THE HEAT
Let’s say that your customer is out all day at work, as is their spouse, and their children are at school for at least some of the day, too. They want to save money on heating and cooling but also maintain a certain temperature all the time so their home climate conditions don’t get too extreme for when family members arrive back home. You might suggest a smart thermostat, which allows home owners to view, modify and change their home’s heating and cooling settings from their cellphone, from across town or even while hundreds of miles away. Many of these can also sync to voice-interactive smart systems like Google Home, Amazon Echo and Apple Homekit.
If your customers would benefit from having a lot of control over their thermostat, then a smart thermostat would offer them true value and life improvement. This helps them save money on fuel while still maintaining a desirable climate at all times (perhaps to avoid frozen pipes or distressed pets).
The new 3-day boot camp teaches residential service contractors how to perform the highest level of customer service to grow their business
LOS ANGELES, CALIFORNIA, MAY 30, 2017 — Joe Crisara, America’s Service Sales Coach, has created a brand new seminar to teach service professionals how to establish higher value by delivering world-class customer service.
This course titled, “WOW Customer Service 3-Day Boot Camp” is the ultimate training seminar that coaches service professionals on how to change their thinking to grow their business. Attendees are transformed into company leaders that know how to increase value through great service. The seminar will take place on the following dates in Los Angeles and streaming online.
• Monday, July 17th – Wednesday, July 19th, 2017
• Monday, August 7th – Wednesday, August 9th, 2017
• Monday, September 11th – Wednesday, September 13th, 2017
With real world examples, objection handling and personalized recommendations – this course is incomparable to any other training program out there. Attendees will take away the keys to create a culture of empowered employees that fuel client engagement and business development.
“Not only have my sales abilities rocked, my staff has shown consistent improvement in their numbers,” said David Mendenhall, Owner of Tri-M Plumbing. “More importantly, their customer service has improved exponentially!”
ContractorSelling.com teaches service professionals how increase their level of quality, reliability and customer service through enhanced communication strategies. Attendees include service business owners, managers and technicians in the electrical, HVAC, plumbing, restoration, roofing, painting industries among many others.
ContractorSelling.com is holding three-day customer service “boot camps” aimed at HVAC and plumbing contractors in Los Angeles this summer.
Led by Joe Crisara, the sessions will explore how to change thinking to grow business. Topics will include loyalty programs, telephone campaigns and social media reviews. The sessions will take place July 17-19, Aug. 7-9 and Sept. 11-13. The sessions will be streamed live on the internet.
Contractors who that already taken the course have good things to say about it, according to program officials.
“This is the best career investment that I have ever done,” said Rocky Cocciolo of Shamrock Heating and Cooling. “This system has truly maximized every aspect of world class service, which has had the maximum impact on my clients and personal effectiveness.”
David Mendenhall, Owner of Tri-M Plumbing, had similar comments.
“Not only have my sales abilities rocked, my staff has shown consistent improvement in their numbers,” Mendenhall said. “More importantly, their customer service has improved exponentially!”
Details are available by calling (877) 764-6304 or visiting www.totalimmersionsales.com/.
Read the full article in SNIPS Magazine: http://www.snipsmag.com/articles/92754-consultant-to-hold-boot-camps.