The Unexpected Happens! Will You Be Ready in Your Service Business?

KickStart: “… the inexperienced keep right on going and suffer the consequences.” (Proverbs 22: 3)Β Β If you choose to “stay small” protect yourself going forward.

content home service contractorI’m so very proud of you! You’ve analyzed your personality, skills, circumstances and what you (and your family) want out of life.

This honest self-appraisal may have convinced you that the inevitable stress, drama and (at times) agonizing sacrifices required to build a larger Critical Mass Business simply aren’t for you. Instead…

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Are you loving the “SELF”-employed life?πŸ€”

KickStart: “When you come to a fork in the road, take it!”😲 Yogi Berra, Baseball Hall of Fame catcher/manager and pithy folk philosopher.

Good for Yogi! He was a man of action! But Yogi overlooked a very important part of any “fork in the road”.

Recognizing that a decision “masquerading as a small choice” now can have HUGE consequences later in life!😲

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Get pro-active on a homeowner’s “Buyer’s Remorse”!

KickStart: Before leaving give your residential customer a quick walk-through while explaining any possible “areas of concern”.

Your company has finished another great job… CONGRATULATIONS!πŸ‘ The client loves your crew, they’ve gracefully “flipped” their happy client’s “Thank you” and it’s time to head to the next job. Right? NO… wrong!

Instead, invest a few proactive minutes to show your customer “The good, the bad and the ugly” of how the job turned out. “The ugly, Steve?” Yep, you’ll clearly explain the “WHY” of a not-quite-perfect job. (You’ve already pre-oriented the homeowner on the β€œ1) WHO, 2) WHAT and 3) WHEN”.) Here’s why…

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“PMOT’s” for a confused homeowner

KickStart: Pre-orient a confused new residential client on what will you’ll be doing in their home. (#2 in an “intermittent series”- Click HERE for #1.)

Ella Fitzgerald stamp“Bewitched, bothered and BEWILDERED?”Β  Folks, it’s not just Ella way back in 1956 that was ““Bewitched, bothered and BEWILDERED”! As a new homeowner nervously awaits your company to service their home they too are “bewildered”! (And very, very CONFUSED!) Think about it…

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Gracefully reply to a homeowner’s “Thank you” and they’ll love you forever!

KickStart: Flip a home service customer’s “thank you” by reminding them it is YOU who should be grateful to THEM!

grateful lady homeowner

I always loved hearing a homeowner’s sincere (sometimes almost worshipful)😲 “Thank you, Steve” as I packed up my tools!

I’m sure your clients are incredibly grateful for you and your service company too! After all, you do great work.πŸ‘ But, more importantly you also focus on the homeowner’s emotions! (Remember, a thankful client will be much more likely to leave your business a glowing online review!)

But still, WHO should be grateful to WHOM? After all, your client is paying you… not the other way around! So create yet another Positive Moment of Truth with your residential customer by replying…

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Homeowners LOVE Feeling in Control…

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

everyone loves giftsAlmost 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!)πŸ˜‰ 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…

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Giving the ‘Illusion of Control’ to Home Service Customers

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…

nervous residential customerYou (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!πŸ™„

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Program in “PMOT’s” to Consistently Make Homeowner Cheerleaders!

KickStart: Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression with a Moment of Truth.”Β  Jan Carlzon, Moments of Truth (1985)

Way back in the 1980’s this “Moment of Truth”(MOT) concept transformed my life! (Thanks, Jan!) Click HEREΒ to review why MOT’s are so very important in our Home Services industry.

Of course, it’s easy to say: “Great idea, Steve!”πŸ‘ And then go back to putting out fires and/or planning your next trip to Disney World!😲 Instead, I urge you to…

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How to Win Over a ‘Price-Hesitant Residential Caller’

KickStart: When your home service caller says, “Let me think about it…” tactfully respond with a sneaky question to ‘smoke out’ their real concern!

hesitant home services callerIt’s just so darned frustrating! You answered the phone cheerfully, the ‘chemistry’ with your caller was great and they seemed ready to schedule. So, you tried to close the sale and…

Your prospect replied, “Well, let me think about it and I’ll call you back…”

AARGH! Your caller is lying!😑 She’s NOT going to “call you back”!πŸ˜₯ In fact, she’s already checking your competitor’s website while ‘bailing out’ on you! What’s going on?

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