“I follow three rules: Do the right thing, do the best you can, and always show people you care. You’ve got to make a sincere attempt to have the right goals to begin with, then go after them with appropriate effort, and remember that you can’t really achieve anything great without the help of others.” – Lou Holtz
. Continue reading “3 Crucial Rules All Successful Contractors Follow”
You know how they say that nothing is certain except for death and taxes? I’m not sure I agree with that.
Because every single year as we approach the holidays, I get a flood of phone calls and emails from salespeople and techs saying that the holiday season has caused the number of price objections they get to spike.
Now, honestly, I wonder if it’s really the customers objecting more around the holidays, or if it’s just something the salespeople and techs subconsciously expect – and therefore get.
But either way, it seems to happen every year, so it needs to be addressed.
So how about this year, we get prepared to deal with all those “price is too high” objections ahead of time?
Continue reading “Happy Holidays! Your Price is Too High!”
Let’s face facts. Most of us take shortcuts when making a purchase that we are unfamiliar with. For example when we buy a flat screen television, new car or purchase a service we rarely use turn to price and reputation as a “shortcut” to tell ourselves about the quality of what we are purchasing. For instance if i said I was selling a car for $95,000 most people would envision a Mercedes Benz or Lexus loaded with all the trimmings.
Does this same effect happen when people buy hvac, plumbing and electrical service fron our company. Well I guess that depends on how your company positions itself in the market. Are you perceived as high end or a budget? Continue reading “Does Higher Price Raise Perception Of Quality?”
Have you ever watched a guy on TV named Cesar Millan? He has two shows you might have seen: The Dog Whisperer and Cesar 911. I admit it. I find myself kind of addicted to watching him work.
It’s a reality show, so each week you get to see Cesar go out to families with “troubled” dogs and fix them.
This guy is really skilled at dog training – but what’s incredible to watch is that he’s even more skilled at training people. In fact, At the beginning of each show, he says, “I rehabilitate dogs… I train people.”
He uses his vast knowledge of dogs to teach dog owners how to relate to their dogs in a way that is most meaningful to the dog. And the results are phenomenal.
Think about it… do you know anyone who goes out to see families with “troubles” on a regular basis?
(Hint: check the mirror!)
And do you think that person in the mirror would be even more successful if they used their knowledge and expertise to relate to their customers in a way that is most meaningful to the customer?
Continue reading “Doggone Good Sales Advice: The Cesar Millan School of Selling”
I consider myself a positive guy, so I usually try to focus on good news.
But today I’m afraid I have to share some bad news with you… for your own good. Here it is…
You have a popsicle’s chance in a heat exchanger of getting your clients to buy anything other than a minimal repair from you if you’re making this one very common mistake.
The bottom line is that your customers aren’t going to listen to you or choose your best solutions if you run your calls the way most techs and salespeople in this industry do.
And unless you’re a veteran of our Total Immersion training, that’s likely exactly what you’re doing.
Continue reading “Your Customer Wants Your Stock Solutions Like They Want a Hole in the Head”
There are a lot of moving parts to this business. No doubt about it.
When the jobs come, they come fast and furious, and each call brings an element of the unexpected.
Your phone is ringing with calls from your techs, bosses, coworkers, or customers – and before you know it, you brain shifts into, “just get it done” mode.
You started the day committed to world class customer service. Your intent was to take your time, get to know your customer intimately, do a thorough diagnosis of the system, and deliver high-quality solutions to them.
But with each added task – with each additional phone call from someone wanting something else from you, your mind begins to drift away from “What can I do to provide the highest quality experience for this one person in front of me right now?”
It begins to drift more toward, “What can I do to cross off all this crap that other people keep adding to my to-do list before the end of the day?”
And once you get to that place, I’m sorry to tell you, but you’re done for.
Your close rate will go down the tubes (along with your attitude), your customer’s experience will diminish, and ultimately your income will suffer.
But it doesn’t have to be that way.
Continue reading “How to be Productive: The 7 Rules of Right Action”