The 3 Most Important Black Friday Service Lessons Learned

BY: Joe Crisara

BlackFridayIt’s that time of year where we get closer to learning more about human nature than we care to know.

The press will be trumpeting advertisements for HUGE sales on Black Friday, which is on the day following Thanksgiving in case you were hiding under a rock. On that Friday they will dutifully take to the streets to show you the crowds that their very broadcasts have created.

Always happy to show the “real people” who don’t mind standing in line to buy a plasma tv for $500 as they rush through the doors to capture a deal like it was found money.

As lame and tiring as this recurring theme is, there are lessons that all plumbing, heating, air conditioning and electrical service companies can learn…

If you look closely.

So I wrote this piece and studied and watched Black Friday so you don’t have to. This is my service to you my readers.

Don’t worry, you’ll have plenty of time to thank me later by buying my book as a gift for your service techs and sales people after they return to work on Cyber Monday the following week.

So without further ado, I present to you service contracting professionals…

The 3 Most Important Black Friday Service Lessons Learned

Enjoy and apply these lessons…

LESSON #1 – Consumers Use Technology For Research
Take a close look at that crowd on TV as they rampage through your local Walmart and what you will see is everybody pushing through the crowd with a cell phone in their hand. It is a fact of today’s life that you will be researched before you show up, during your call and after you leave. People always want to make sure they got value from what they purchase. What are those people doing while they are waiting in line? Shopping for a different store with a short line and better deals of course.

LESSON LEARNED: Always provide the best level of service and focus on that for your client.

Parts are commodities that can be bought and sold for a range of different prices. What is behind the differences in the prices that stores sell their wares for? The answer to that is your service. The service you provide starts from the time you answer the phone, book the call and show up, all the way through the final good byes at the door. It is your job as a service contracting pro to make sure that each critical touch point is a wow experience.

LESSON #2 – Merge Your Online & Offline Services
People search for service using the cell phones more than they ever have. About the only thing I don’t use a cell phone for is to make a phone call. More often than not I “Google” answers to every question I have in the entire universe. Has this made me smarter? Hardly, but it has made me more informed about the company I will choose to call in times of a crisis.

LESSON LEARNED: Make sure you are able to search your company and connect with a search and one or two clicks.

Make scheduling a service call or estimate as easy as ordering a book on Amazon. Getting people to call you is expensive enough without asking clients to jump through too many hoops to reach your staff.

LESSON #3 – Solve Customer Concerns Instantly
Almost as important as customers making a purchase on Black Friday is the feeling of comfort shoppers have knowing that if they are not happy, they can return their merchandise with no or very few questions asked. This may be the sole reason that anyone would ever still shop at a real store instead of buying online from retailers such as Even though online purchases have gained tremendous momentum, the general public still feels more confident in a brick and mortar retailer because they can take things back if they don’t work or don’t fit.

LESSON LEARNED: When your client calls with a price concern solve it instantly by scheduling another visit from another team member to go over the quality of what was done and a the very least attempt to show the client the value in your services.

How many client concerns do you need to get before you realize that solutions should be mapped out BEFORE a client complains? Make a list of things your Customer Service Rep can do for clients when they complain about price/value, scheduling, workmanship, defect or attitude issues.

Hate it or love it, Black Friday is here to stay.

The financial wealth of so many retail businesses rely on it to finally move their finances into the “Black.”

Learn the above lessons and apply them to help your team succeed and finish the year strong.

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Download this free postcard template to remind customers @ heating tune up

BY: Joe & Julie Crisara

It’s that time of year again when Winter sets in and heating becomes very important for people. One of our more popular downloads from is this handy TuneUp postcard that you can print and mail to your customer list. We’re offering it free here (Microsoft Publisher format).

Click here to download

The postcard prints four to a page… just load the card stock paper in your printer and mailing list and print ’em….


If you find it useful then please share the link to this blog page. And, if you’re not a member then maybe consider becoming one of — it’s chock full of goodies and resources that make running and growing your service business a snap.

Happy Winter. Stay warm. Be safe.

Coffee Talk: Managing Your Customer Rewards Program

BY: Joe & Julie Crisara

Welcome to Coffee Talk with Joe & Julie

The topic — Managing Your Planned Service, Customer Rewards Program


Sit back with a cup of coffee and enjoy as Joe & Julie Crisara talk about how to add planned services and more to your service business. If you enjoy it, share it. #plumber #hvac #electrician #serviceindustry #contractors

The Zen of Self Leadership: 8 Principles To Live By

BY: Derek Lauber

Let me break it down nice and easy for you…

You are a leader.

And in order for you to obtain the happiness, freedom and success you desire and deserve for you, your business and your family, you need to embody the 8 key principles of self-leadership I’m about to show you. Continue reading “The Zen of Self Leadership: 8 Principles To Live By”

How To Build Confidence: Don’t Get Too Comfy

BY: Derek Lauber

David BlackwellBEHOLD! The elephant in the room…

Let me get right to the point.

The topic of self-confidence is something most sales professionals, technicians and business owners don’t want to talk about.

It’s the elephant in the room so to speak.

Because when you’re out there representing or presenting your business, you need to show up big and confident. But let’s face it, unfortunately …you are human.

You’re like me and everybody else. Every once in a while you get tripped up by spotty self-confidence.

And guess what….

It’s totally OK.

Confidence is a funny thing; it can come and go as life’s events unfold.

A couple of tough blows stacked on top of each other and our confidence can be shaken. If it’s shaken hard enough, it can be difficult (but not impossible) to get back.

And as you’ve probably experienced, confidence is generally not consistent across all areas of your life or business. You might be super confident in certain aspects of your business that allow you to drive it forward, but that confidence might not translate fully into all areas you need it to or when you need it to. That same strong business confidence might not translate into your social life and vice versa.

But before we dive into how to build your self-confidence… Continue reading “How To Build Confidence: Don’t Get Too Comfy”

Yoda Creates 6 Options He Did

BY: Joe Crisara

The Many Voices of Joe

Watch the video below to see how I, and the many voices of Joe, teach you how to make 6 options on something as simple as a toilet flapper call. (by the way – you can use this same template to create 6 options for a thermocouple, circuit breaker, etc.)

You will see me create 6 options using the Best Ever Flat Rate Guide & Optionmaker App, plus present my top option to a customer. I’ll show you how handle it by doing Pure Motive Service, and so will you once you watch this video.

Joeism Tweet: “There’s no reason to have a solution without a problem.” @JoeCrisara Continue reading “Yoda Creates 6 Options He Did”

Stop Losing Jobs To Price Shoppers (the easy way)

BY: Joe Crisara

Joe Takes Your Advice

Watch the video below to see how Joe takes your advice and loosens up a bit while he teaches you how to overcome one of the top objections in the field from customers… Your prices are high, so I need to shop around.

You will see a full length presentation from beginning to end with the objection not only once, but two times. Joe show you how handle it by doing Pure Motive Service, and so will you once you watch this video. Continue reading “Stop Losing Jobs To Price Shoppers (the easy way)”

ANNOUNCEMENT: New 3-Day Total Immersion Event

BY: Joe Crisara

 New 3-Day Format Dates Announced

All of us here who believe in the “Pure Motive Service” model are excited to announce that this fall a new format will begin that is going to allow for more access to LIVE training at the appropriate level of instruction. These new classes which were requested by popular demand now make it more affordable and take less time as well. “This way your people can attend a Total Immersion 3-day event and begin using the material the very same week,” said Joe Crisara who is not only the class instructor but President of the Total Immersion Service System.

Continue reading “ANNOUNCEMENT: New 3-Day Total Immersion Event”