ContractorSelling.com Launches New Customer Service Bootcamp for Residential Service Professionals

BY: Julie Crisara

LOS ANGELES, CALIFORNIA (PRWEB) MAY 30, 2017 — Joe Crisara, America’s Service Sales Coach, has created a brand new seminar to teach service professionals how to establish higher value by delivering world-class customer service.

This course titled, “WOW Customer Service 3-Day Boot Camp” is the ultimate training seminar that coaches service professionals on how to change their thinking to grow their business. Attendees are transformed into company leaders that know how to increase value through great service. The seminar will take place on the following dates in Los Angeles and streaming online.

With real world examples, objection handling and personalized recommendations – this course is incomparable to any other training program out there. Attendees will take away the keys to create a culture of empowered employees that fuel client engagement and business development.

“Not only have my sales abilities rocked, my staff has shown consistent improvement in their numbers,” said David Mendenhall, Owner of Tri-M Plumbing. “More importantly, their customer service has improved exponentially!”

ContractorSelling.com teaches service professionals how increase their level of quality, reliability and customer service through enhanced communication strategies. Attendees include service business owners, managers and technicians in the electrical, HVAC, plumbing, restoration, roofing, painting industries among many others.

Continue reading “ContractorSelling.com Launches New Customer Service Bootcamp for Residential Service Professionals”

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.

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The Impact Of Lowering Your Price

BY: Joe Crisara

Will Lower Prices Sell More?

It’s not hard to find contractors who think they are losing jobs because their competitors have a lower price than them. How many are losing jobs because they lower their price instead of standing firm?

That is a question that is much harder to answer. Especially since most people do not want to face the truth. The truth is that you will lose far more sales with a lower price or worse yet, by lowering the price you have already given than they ever will by having a higher price than your competitors.

5 Reasons Why Lowering Your Price Could Cost Sales

1. You Look Like Your Competitors – Do you really think that having the lowest price will make you stand out? Every other salesperson says the same thing. Everyone claims to have the lowest prices because they think it will get the customer’s attention. Even if it did make you stand out, it would be for the wrong reason – the very wrong reason of offering a watered-down version of what people really want.

A higher price with a more premium package is really the only way to look different from your competition. Offer something better that no one else can offer. A lower price just isn’t it.

2. It Takes Focus Off Your Customer – Price does not determine the sale; your customer does. That means that your attention should be completely on them. Everything you do should help you understand and connect with your customers so that you will discover their motivation for buying.

Customers search for a product that is the best solution to their problem. They understand that a product cannot be the lowest priced and still be the best. Making the sale requires that you find the best solution, not the cheapest.

3. It Decreases Perception Of Your Value – Before every purchase, a customer considers, “Is this worth it?” The answer depends on the value of the product, not the price. If they envision themselves using and benefiting from the product, the answer is yes and the purchase is made. Continue reading “The Impact Of Lowering Your Price”

Put Aside ‘Old School’ Service Agreement Ideas

BY: Julie Crisara

It doesn’t take long after you join or start an HVAC service business when you begin to realize that this business has a “bi-polar” disorder.  Opportunities to serve customers come sporadically in sudden bursts of either “way too busy” or “way too slow” periods. The ability to do everything from making weekly payroll to paying your supplier’s invoices depends on a consistent supply of opportunity to perform paid service work on a daily basis.

With that in mind, in the modern era of high performance service, a “Planned Service Agreement” program is simply the lifeblood of every company that is smart enough to have one. So with something so important, how could so many experts have gotten this so wrong for so long?

The importance of maintaining your focus on why the program even exists is paramount to the survival of any company that wishes to sustain the program.

Continue reading “Put Aside ‘Old School’ Service Agreement Ideas”

Customers Crave Options. Are Your Techs Trained to Deliver?

BY: Julie Crisara

Of course we want our team to perform at their peak performance, but it’s easy to get bogged down in all of the other operations that service managers have to deal with. Things like customer service, sales reports, and even HR issues. It can be tempting to focus on putting out fires, and forget to get back to the root of your company’s success: employee onboarding. Your company may be solid and revenue may be respectable, but failing to train employees correctly from Day One could leave your business falling short of its potential.

One of the really common areas for dropping the ball is when a technician arrives at the customer’s house, analyzes the problem, and quotes a simple price to do a simple fix, period. No discussion, no explanation of the intricacies and, most importantly, no options when it comes to service.

“Looks like you need a new fan belt. That’s $186, labor included.”

That line may sound okay to a lot of service managers, but it could be the killer to your business. What’s wrong with it? You’re not giving customers what they really want: options.

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Success is Providing More Value Than Expected

BY: Julie Crisara

Today on the BCP Show we talk again with Joe Crisara! Joe believes that unless you are the kind of business that is convinced it has proven and real value to offer your customers, you’re never going to have the kind of sales success you deserve. Want more sales? Focus on VALUE.

Listen to the podcast here: https://bcpshow.com/072/

We’re Hiring at ContractorSelling.com!

BY: Julie Crisara

Our business is growing, and we’re hiring for a number of excellent positions in the ContractorSelling.com family. Check out the job board today to see if you might be a good fit. Our office is located at 6167 Bristol Pkwy Los Angeles, California.

Customer Service Representative

Overview: This position will play an essential role in guiding our customers to the correct internal person as well as answering any technical questions they may have over our websites and software. In preparation, we are searching for a self-starter with excellent people skills who is solution-driven.

Software Knowledge: Must be tech savvy and able to understand a new website and software quickly, and have prior experience selling a service. Experience with Infusionsoft a plus, as well as Microsoft Office (Excel, Word, Outlook) familiar with Mac and PC.

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The 1 Thing You Should Never Do As A Contractor

BY: Julie Crisara

Simplicity is good, and although the home contracting industry has its complexities, here is one very simple rule to go by. If you had to boil down all of the tricks, tips and rules of running a successful home contracting business, there is one cardinal rule that rises above all the rest. In the same way that you don’t touch the electrified third rail in a subway, Don’t fail to give your customers options! In other words, always be offering them options!

A WORLD WITHOUT CHOICES?!

Imagine you walk into a super hardware store, you know, a giant, airplane hangar sized place with 20 aisles, each one way over your head and absolutely jammed with stuff. There’s electrical, plumbing, hand tools, power tools, wires, cables, lumber, gardening, siding, etc. etc, you name it. And an employee in an orange vest comes up and nudges you over to a checkout station, throws a couple 2×4’s, a claw hammer and a pack of chamois cloths on the conveyor belt and says “That’ll be $23.95”. “Huh?” you’d be thinking.

You just walked in to the store to choose from the thousands of items and this employee comes along and tells you exactly what you’re getting at exactly what price. That sounds like an eastern European country during the Cold War- not like the good old US of A, where we have choices and freedom, especially when it comes to our goods and services!

Neither you nor anyone you know would go back to a hardware store that operated even remotely similar to that.

So why do some people in the home contracting industry think it’s okay to similarly offer customers no choice?

If you don’t offer any options, choices or alternatives to your customers, it comes across as if you’re issuing a demand on them, laying down the gauntlet, putting them in a corner. People don’t like that feeling. You might think that they appreciate being told exactly what to do and not having to make up their mind, but a lot of people are so used to having choices that it seems crude and impolite to not be offered a variety of options for their products and services.

3 REALLY GOOD REASONS TO OFFER YOUR CUSTOMERS CHOICES Continue reading “The 1 Thing You Should Never Do As A Contractor”

Total Immersion Sales Summit Announces Summer/ Fall 2017 Schedule

BY: Julie Crisara

The new 5-day advanced training class for service contractors comes to Los Angeles and online via live stream

After 20 years of consulting to contractors, Joe Crisara, America’s Service Sales Coach, brings his award-winning seminar to Los Angeles.

Total Immersion is a 5-day advanced training class that teaches service professionals how to change their thinking and grow their sales by 278%, according to a study conducted by Jobi Field Service Software. The seminar will take place on the following dates in Los Angeles and streaming online.

Continue reading “Total Immersion Sales Summit Announces Summer/ Fall 2017 Schedule”