How to Stand Strong with Pushy Customers

BY: Julie Crisara

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.

Continue reading “How to Stand Strong with Pushy Customers”

7 High-Leverage Activities to Improve Results

BY: Julie Crisara

7 high leverage activities to improve results

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.

Continue reading “7 High-Leverage Activities to Improve Results”

Total Immersion 2-Day Advanced Class

BY: Julie Crisara

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.

Continue reading “Total Immersion 2-Day Advanced Class”

What Is Total Immersion?… It’s No Magic Wand! [VIDEO]

BY: Joe Crisara

The Total Immersion 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 Total Immersion?”

  • STEP 1: Download your FREE 2016 Fall Training Planner CLICK HERE
  • STEP 2: Choose the people who need to improve their results
  • STEP 3: CLICK HERE to sign up for a Total Immersion Summit

 

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The Value Of Sharing WHY You Made Options [VIDEO]

BY: Joe Crisara

WHY2

Recently, I’ve written about why presenting 6 options is the best thing to do for you and for your customers. I’ve also shared the rules and guidelines of building winning options.

But you’re not ready to go hand over your option sheet to a customer just yet. There’s something very important missing. Continue reading “The Value Of Sharing WHY You Made Options [VIDEO]”

Plumbing, Electrical & HVAC Student TI Testimonials

BY: Joe Crisara

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.