Begin The Customer Journey With Permission

Introduction – Optimal Customer Journeys Include Consent

Every customer journey is a story—and you’re the guide. 🧭 For first-time homeowners working with a service pro, the journey often starts with anxiety and ends in uncertainty. But what if you could flip that script from “nervous and unsure” to “relieved and thrilled”? By simply asking for permission to proceed (and leave), you give customers the comfort of feeling in control—and that’s how 5-star reviews are born. 🌟

Get Permission to Proceed

Are you happy in our Home Services industry? You reply, “Absolutely, Steve! What’s not to love? I’m blessed with interesting jobs, the money is great and I work with some great customers and employees!” (Of course, these same clients and employees can be a trial sometimes!)

But now look through your first-time customer’s eyeglasses to feel in a very real sense… their pain!😥

Yep, as a homeowner waits for you and/or your employees he or she feels nervous, confused, suspicious, and even fearful. After all, they’ve heard about (or even experienced)😲 the horror stories about our residential service industry’s business practices!

Therefore, your company must “differentiate itself” by quickly providing a new, refreshing and yes, even fun experience for your residential customers! How can you initiate the customer journey on the right foot and delight new customers right-from-the-git-go? Always…

Get “permission to proceed”(PTP) at each step of their service experience! Here’s why…

When a homeowner gives you their PTP they’ll feel in control of what’s happening in their home. This “Illusion of Control” will hopefully transform an initially nervous, even hostile, client into a delighted Cheerleader that will leave a dramatically improve your client’s initially negative emotions about you and your workers. For example…

1. On the phone. New callers will inevitably open with a question. (Usually, “How much do you charge to…?) Your phone dispatcher should now “take ownership” of their prospect’s question.

Do this by warmly replying to a caller’s initial question with, “I can help you with that” and then smoothly continue, “May I ask you a few questions?”🤔 When the caller says, “Sure” you now have their PTP to proceed with your Valid Business Questions!

RESOURCE: I’ll share 100’s of PTP phone tips and complete scripts in our 3 hour, online Winning over your caller! seminar. Click HERE for 100’s of ‘Lead Conversion’ ideas and systems to easily book prospects who use text, email, Facebook, website chat or even… the phone!

2. At their front door. After introducing themselves (your workers do follow an introduction sequence… don’t they?)😲 an awkward pause can easily develop here. Here’s why: Your employees are waiting to be asked in to the home while your client is waiting for direction!😬

You can almost magically avoid this awkward “stand-off” when after your Team Leader introduces their crew they then subtly ask for their customer’s PTP by looking down at the work order while saying…

“I see we’re working in your living room, dining room and the master bedroom today…” and then let their voice trail off. The homeowner will almost automatically now say, “Oh, come in please!” and they’ll open the door!👍

NOTE: This is a great time for the Team Leader get PTP by asking, “Mrs. Jones, while you and I are looking over the job can the rest of my team be setting up our tools and equipment outside?” (You don’t want your staff inside rushing your walk-through  process.)

3. Before leaving. Remember instead of just “fading away” and bailing out it is essential to “walk the job” one last time with the customer to get their PTP. Or maybe better said it could be “PTL” as in “Permission To Leave”!😊

Get Permission to Leave

Help your residential clients feel “in control” by reviewing each phase of the job with them personally.

Successful Home Services entrepreneurs know they must consistently make Customer Cheerleaders. (And in the process earn 5-star reviews!)

How to create these delighted Homeowners?🤔 Give your residential clients the “Illusion of Control” with these three key facets. In fact, you must help homeowners FEEL in control. Another great “Illusion of Control” tip?

But wait! In addition to their Permission to Proceed you must also focus on getting a homeowner’s PTL. “Say what, Steve?” (BTW, I’m hopelessly addicted to acronyms!)🙄 So, always…

Get your client’s “Permission To Leave”! (PTL)

As the owner (or manager) of a residential services business you are the director of a “Home Front stage play”. (Or if you prefer, a Home Front movie!)

Your mission? To direct (manage and/or motivate) your “actors” (employees) to earn “ecstatic applause” (can you say “5-star reviews”?) from their “audience”. (Your residential clients!)

REMEMBER: Before your team can go on-stage in your prospect’s home your office must first “convert” the caller into a booked job. So, you need to dramatically improve your booking ratio!💲💲💲 How? By implementing the phone scripts you’ll receive in my 3-hour, online “Winning over your caller!” seminar. Learn more and/or register online here…

Many residential service projects can logically be divided into different “acts”. Heck, each of these acts may even have different “scenery” as you complete one phase of your stage play and move on to the next area or service. Keep the homeowner oriented with this PTL script for your Team Leader (TL) and Homeowner Client. (RC) NOTE: The below outline makes a great end-of-each-day script too.👌

TL: Hi Mrs. Jones. If you have a moment I’d like to walk you through our progress in the side yard.

HC: Of course, Tony. I appreciate you keeping me up to date. (Said while walking to the side yard.)

TL: Mrs. Jones, (Tony looks down at clipboard for job notes) you’ll notice in this area how nicely the colors complement each other. I’m really pleased with…

NOTE: Never try to hide anything from the homeowner. Instead, get it front and center by saying…

TL: Now Mrs. Jones, you’ll notice this issue here. I’m not super happy with it but here is what we’ve tried up till now. (Tony shares what has been done while checking clipboard.) So here are our options…

HC: Let’s just live with it as it is. But I appreciate all your team’s extra effort!💖

Either way, after reviewing what you’ve done in the area (or over the day) move to your PTL phrasing by saying…

TL: Mrs. Jones, if you notice any other areas of concern here just let me know. So if it’s OK with you here’s what we’re planning for our next phase…

All stage plays have a rousing conclusion… and so should each Home Front project. This “Final Farewell” sounds like it deserves a Part II of The Essential PTL (Permission To Leave)!😊

Summary – The Customer Journey Should Build Trust

The best customer journey doesn’t just get the job done—it builds trust at every step. 💬 From the first phone call to the final walk-through, asking for permission shows respect, professionalism, and care. When homeowners feel seen and in control, they’ll remember the experience—not just the service. And that’s how you turn a nervous first-timer into a lifelong customer (and a 5-star review machine)! 🌟