One of the most important jobs we have is turning a customer’s “No” into a “Yes”. And it’s not as complicated as you might think. A great tool to help bridge the gap between a doubtful or resistant homeowner and a happy, satisfied customer is the option sheet. It serves as a set of firm guidelines, ensuring that premium, pure motive service is offered every time. This helps to remind techs communicating with potential customers to be thorough and diligent about every part of the service interaction. But an option sheet is only as strong as the words written on it. That’s why it’s important for dispatchers / SWAT team members to run their own quality assurance on it every time.
The first question a SWAT team member (this stands for Strength Weakness Analysis Threat) needs to ask about the service tech’s option sheet is…
Are There Options?
The service tech should always offer 2 premium, 2 mid-range, and 2 economy options. By giving a variety of service options at 3 major price levels, we are accommodating different kinds of customers and making them feel like their particular situation with regard to needs and costs is understood by us.
The option sheet’s different price points need to reflect an even spread. Imagine if you went to Best Buy to purchase a television and the 6 TV’s you saw their cost $3,500, $1,200, $1,197, $1,150, $1,125, $1,100. You’d be thinking- where’s the one for $2,400? Where’s the one for $600? If there are excessive gaps in price between options, customers will start to think that some other service provider out there will offer something in that gap.
Does the option sheet show an absolute least expensive bottom option? This would be like finding the customer’s broken wire, even if you weren’t fixing it. It could be just a diagnosis.