In the home contracting field, you will experience what I like to to call “service terrorists”. Yes, it sounds harsh, but these folks are extremely disgruntled customers- for whatever reason- who can disrupt your day, get in your face, and make experience a temporary loss of self esteem.
You don’t have to let this happen, there are ways of maintaining a sense of control and balance during even the most trying and emotionally reactive customer service call. Unfortunately, it can be the one bad customer interaction, especially where you feel that you dropped the ball, that you’ll remember and will bother you, after you’ve had 1,000 good ones. That’s why I am presenting to you this list of 7 tools which will aid you greatly in keeping your heading and a sense of control when dealing with highly emotional, angry, out of control customers.
Use Pure Listening
Often, as a home contracting professional, we want to jump in and fix the problem before we’ve even heard the customer’s whole speech. Maybe we assume something about a customer’s issue and jump to a conclusion. Or we decide that they don’t really know what they’re talking about. Or, we say to ourselves “I’ve heard this one before.” Let them speak first and listen completely. Have no filters in your listening. Offer no resistance. Actively listen but don’t say a word, except the briefest acknowledgment that you’re actually on the line. Let them say everything they want to get off their chest, and then create a time buffer between them speaking and you speaking, so it doesn’t feel like you had your answer anxiously waiting to go.
Do you know what Leverage is? Leverage is an incredibly important concept in physics and in everyday life.
When your car gets a flat tire, you lift up your car with a jack using leverage.The common emergency car jack is a brilliant example of the mechanics of leverage. Ever pull a nail out of the wall with the back of a hammer? That’s leverage. When’s the last time you used a simple pair of pliers? That’s leverage, too.
Leverage is all about doing relatively little and getting back a lot. It’s a mechanism that magnifies our actions, giving results that are often multiplied as compared to our efforts. Leverage is the wise use of energy. It’s working smart instead of over-working. But it’s all about the specificity of your actions (and thoughts) and where they’re directed.
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
Total Immersion students who attended a recent HVAC Plumbing & Electrical sales training summit discuss a range of topics starting with their greatest challenge, their expectations from sales training and what they thought of the training and “Uncle Joe.” In the end, everyone is asked to rate the training on a scale of 1 to 10. Watch and enjoy the excitement of these students.
Grow your service business with America's #1 sales service coach...Joe Crisara 877-764-6304