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