KickStart: Asking permission creates a trusting relationship with your residential clients.
“There is no substitute for hard work.” Thomas A. Edison
Do you love to work? If so, CONGRATULATIONS! And yet, over many years of working with homeowners, I’ve learned this “git ‘er done” attitude can be a trap! Here’s why…
You (or your employees) show up at a home, eager to kick butt and “git ‘er done”! But wait! Never forget you must first recognize and work with the pesky emotions of a nervous residential customer!🙄
Yep, with workers in the ‘inner sanctum’ of their home clients often subconsciously feel uneasy, vulnerable, trapped and even invaded! Reassure homeowners by subtly tweaking your Service Systems and the 5-star reviews will flood in! For example…
Give residential clients the ‘Illusion of Control’
Yes, it’s weird. Homeowners are ambivalent. They obviously don’t want to ‘control’ the job. (That’s why they called you!) But your clients want to FEEL like they’re in control!👍👍
Giving the ‘Illusion of Control’(IOC) should start with a potential client’s first call. But upon arriving at a customer’s home give IOC by simply…
Asking Permission!🙏 Here’s three easy ways to give immediate IOC and get the job started off right!
1. Ask permission to park in their driveway. If possible, park first in the street. Then introduce yourself and your crew to the homeowner and ask, “Would it be possible for us to park in your driveway?” (Customers love this simple IOC request!)💖
2. Ask your client for a “tour”. Simply say, “Could you walk me through what we’ll be working on? And as we go please show me any ‘areas of concern’.” (By now your residential client will be positively swooning!)😉
3. Ask permission to ‘take care’ of something. Subtly call attention to a small service you’re ‘throwing in for free’ by asking, “Mrs. Jones, would it be OK with you if we just took care of this? It will be our gift to you…” (Now get out of Mrs. Jones way as she runs to her computer to leave a glowing 5-star review!)
Yep, program giving the ‘Illusion of Control’ into your front-line worker’s psyche (and daily procedures) and you’ll reap delighted Customer Cheerleaders that sing your praises from the rooftops!👌 Let’s talk more about this soon…
KickStart: Give homeowners the ‘gift of control’ by explaining the “1) WHO, 2) WHAT and 3) WHEN” of what will be happening in their residence.
“There is more happiness in giving than there is in receiving.” Acts 20:35
Almost 2000 years ago the Apostle Paul reminded us that giving bring “happiness”. And yes, you will be very happy when you GIVE the Illusion of Control to your residential clients! (Even better, your 5-star Google reviews will sky-rocket!)
REMEMBER: Homeowners don’t want to actually DO the work. (That’s why they called you!)😉 But they do want to FEEL in control of the job! (And NOT be surprised!) Hopefully you’ll start giving this all-important Illusion of Control during a customer’s first phone call. Then keep on giving control when you…
Keep customers informed on what your company is doing in their home.💖 Here’s three Action Steps…
1) WHO: Your lead employee on the job should introduce each Team Member and briefly explain their role in the client’s home. For example…
If possible, as I introduced myself to the homeowner I’d have my entire on-site team lined up behind me. Then I would call out each employee like this:
“Mrs. Jones, this is Charlie Green. Charlie will be looking after…” When I mentioned Charlie’s name and his work area he’d wave at the customer and cheerfully reply, “Good morning, Mrs. Jones!” This ‘No Surprises’ principle extends even to what you bring into the home…
NOTE: The “WHO” equation in your residential services business will be so much easier with the ‘Very Best People’ on your team. Discover how to recruit, interview, hire and onboard great employees in our SFS: Hiring the Very Best! LIVE seminar. Click HERE to learn more…
2) WHAT: As you carry in your equipment mention its purpose. For example, “Mrs. Jones, this is a HEPA Air Scrubber that helps clean the air of pollutants and other particulates while we work. In fact, usually your indoor air will be cleaner at the end of our work than it is right now! If it is OK with you we’d like to install it over here…” Homeowners also appreciate knowing your schedule…
3) WHEN: Nobody likes to be left wondering what’s going on.😡 Instead, give the homeowner control by keeping them updated like this, “Mrs. Jones, today we hope to finish the back yard and then we’ll ask you to check our work and make sure look things look good to you! Then tomorrow at 8:00 AM we’ll…”
Folks, this isn’t rocket science. Let me sum up this KickStart and honestly, much of my Winning on the Home Front training with another 2,000 year old quote commonly called the ‘Golden Rule’:
“All things, therefore, that you want men to do to you, you also must do to them…” Matthew 7:12
And there you have it! Just obsess over how YOU would want to be treated in YOUR home and success will be yours on the Homefront! 👍👍
Steve