You’re frustrated with the way things are going at your shop. It seems like the harder you work, the more difficult it becomes to make a profit. When calls come in, it seems more often than not they result in low-priced, low-level tickets… or even worse, dispatch only fees.
At times it’s hard for you to see the silver lining, and it’s even harder to imagine things improving if something doesn’t change in the near future.
Now, if that DOES sound familiar, I have two things to tell you…
Remember, before you can attend the 2-day advanced training you have to be a graduate of the 3-day basic training prior to attending. You can do this all in one week or by taking the basic training first and then return when you’re ready at anytime in the future.
The TotalImmersion Sales Summit is not a magic wand. The magic starts inside of you by having the passion to perform Pure Motive Service for your clients, your company, and your family. Watch this video to learn “What Is TotalImmersion?”
STEP 1: Download your FREE 2016 Fall Training PlannerCLICK HERE
STEP 2: Choose the people who need to improve their results
STEP 3: CLICK HERE to sign up for a Total Immersion Summit
In the previous articles in this series we introduced the idea of creating “Options, Not Ultimatums” and also the “4 Strategic Rules” to follow when adopting this philosophy. Now we are going to dive head first into “How” to create the best options for clients. Yes, this is the nuts and bolts you need to roll up your sleeves and begin to actually build an option sheet.
Let’s say that you and a companion decide to try out a nice new restaurant for dinner Friday night after a long week. You walk in, ask for a table, and the hostess seats you at a table by a window with a very nice view.
Imagine that on a particularly busy, stressful day, you’ve just finished training a group of your people. After the training, one of them comes up to you and says…
“I just wanted to tell you that I notice the effort you put into these training classes. The way you go out of your way to get to know everyone’s strengths and weaknesses – and tailor the training to each of us is really amazing. I can tell you, we all feel lucky to have a manager like you who cares so much about our development because not many people would go to that kind of effort to get to know their employees on an individual basis the way you do. I’m grateful to work under someone who cares that much, and I just wanted to thank you for treating us the way you do.”
Assuming it was delivered completely sincerely, what sort of impression are you going to have of the person who said that to you?
How would you feel for the rest of the day?
And how might that feeling affect your productivity and interactions with others?
One of the things that has always made me crazy is the labeling of customer service and sales as a so called “soft” skills.
If customer service and sales are so “soft” then why is it so “HARD” to get your service technicians and sales team to put really good “soft” skills into practice?
I often wonder, “Who was the dunderhead, that coined this term?”
My best guess is that it was probably a person who had a very strong technical skill-set that had failed to develop equally strong customer service skills. This person (probably a guy) then trying to justify this weakness, downplayed the importance by labeling the uber-important skills of customer service, sales and communication as “soft”, which implies that their not very important.
I have to tell you that one of the most fun parts of my job is talking to sales and service managers who refuse to admit that the results their people get on their opportunities do indeed…
What do I mean by this?
When any frontline service or sales professional in your company does not produce the results needed to pay for all the overhead, benefits, education and everything else needed to cover their fair share of these expenses, then they are “sucking” these valuable resources at the expense of other employees who ARE pulling their own weight.
Frankly, there is an imbalance at many companies created by some on the sales team performing at a very high level while others on the team are performing well below expectations.
And many owners and sales managers (Are you one of them?) simply state this as a fact of being in business and refuse to believe that EVERYBODY can achieve profitable numbers and reach their goals.
With Groundhog’s Day upon us once again I am reminded of the classic movie Groundhog’s Day, starring Bill Murray.
In case you forgot, the film is about a television reporter that is assigned to this event in rural Pennsylvania. Essentially he keeps repeating the same day over and over again until he finally gets what life and love is all about.
Unfortunately, too many contractors, their sales people and technicians are living this Groundhog’s Day scenario as well, but they’re not getting what it’s all about.
Almost anyone would assume that the typical clown that we have seen so often at the circus, would bring smiles and joy to all they visit.
As it turns out, the odds are that an unchecked assumption like this one we make about clowns is a pretty good bet to be wrong. Research is actually showing that clowns may be more scary than comforting to a young child.
Think about the times you may have visited a children’s ward or maternity section at most any hospital. Whimsical drawings of fun things to make kids feel happy often decorate the wallpaper. Some of this decorated wallpaper depicts drawings or illustrations of circus clowns.
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.
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.