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?”
“Well, I already made the appointments with the other companies. We’ve made up our minds.”
“So Carol, if you and Bob found exactly what you liked in one of our 6 estimates you wouldn’t be comfortable in calling to cancel the appointments with the other companies?” Joe replied.
“I think if we saw exactly what we wanted we would be fine with canceling the other companies coming out but I find it difficult to believe that you are going to be able to give us exactly what we are looking for at the price we want. That’s just not usually how things work when we hire service contractors. That’s why we wanted to get multiple estimates,” Carol admitted.
“Carol, thanks again for sharing all that with me. Can I share something with you again?” Carol nodded. “Would you believe we hear those exact words… a lot. Let’s do this. Let’s make a promise to each other. You promise to us that Bob and you will have an open mind and listen to all our estimates after diagnosing the system. We will promise that if you do not find what you are looking for within our estimates that we will not only step aside for the next contractor and help you find the perfect solution that’s right for you and your family. If I said we could do all that for you, what would happen then?”
Carol said, “Let’s get this thing done.”
Turning Negative Energy Into A Positive
Customers getting multiple estimates creates a lot of negative energy. That negative energy takes all the air out of the room and leaves technicians feeling drained and defeated, all before the call has even started. The scenario described above is a true story that resulted in Bob and Carol moving forward with the call. It went from what was initially viewed in the tech’s mind as a “no opportunity call” to the possibility an opportunity might exist. The door was left open.
Working these types of calls in this manner is a unique challenge and is not easy by any means. Although the value in learning to handle these types of calls, aside from the obvious possible outcome, is that when it comes time to do an easy call with no negativity, those calls will be a breeze.
The idea of handling this type of tough call comes from two simple concepts, the first being to identify your negative assumption, and the second to confirm your negative assumption with the buyer. If you can achieve these two tasks, you will reveal your pure motive and your passion to get the job done, allowing them to open up and reveal what’s really going on in their minds too.
Imagine Your People Spending Time With The Best People
Imagine your best sales or service people having the opportunity to spend an entire day learning strategies, mindset and techniques just like the one above, with Joe Crisara and the $7 million dollar residential HVAC-Plumbing & Electrical Replacement Service Advisor, Rick Picard.
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 Joe.
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.
How much does all of this interactive learning with the best cost? The best part is that all of this is included with your ticket to attend the 3-day Contractor Leadership Live Event! Our session is leading off the entire Contractor Leadership Live conference and I want YOU to join me there.
3-Day CLL Conference ContractorSelling.com Discount: $245 (reg. $495)
When you register to attend, to get the over 50% discount use the code: EGIA20
So to summarize, you get the entire day with Rick and Joe PLUS you get 3-day access to all the other learning sessions and the CLL exhibit hall all at one bonus price! It’s like getting two world class events with one ticket! PLUS , as I mentioned you get the over 50% bonus discount off your pass to this event as well!
Again when you register to attend, to get the over 50% discount use the code: EGIA20. Early bird pricing lasts only until August 25th so sign up right now to get the best price.
Click here to attend!
P.S. Rick and Joe can’t wait to meet, teach, mentor and learn with you that day. See you soon!
P.S.S. We have arranged for you to get all the audio and videos from this day to have AFTER the day is over so you can listen to this timeless wisdom on your phone on the way home or in your truck between calls.