communication – Home Front Success

How NOT to conduct a service staff meeting!

KickStart: “If everyone is moving forward together, then success takes care of itself.” – Henry Ford

If only for the sake of your aching back (not to mention your own Personal Freedom) I sincerely hope your Home Services Business (HSB) is more than a “group of one”! If so, you need to meditate on Mr. Ford’s sage observation above!

By far the biggest challenge you will ever face as a residential services entrepreneur will be recruiting, hiring, onboarding, training, motivating and managing employees. Am I “preaching to the choir” here?🤔 However…

Get Pro-Active On a Homeowner’s “Buyer’s Remorse”!

by Steve Toburen

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!👍 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 “1) WHO, 2) WHAT and 3) WHEN”.) Here’s why…

Gracefully Reply to a Homeowner’s “Thank You” and They’ll Love You Forever!

by Steve Toburen

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

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.👍 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…

Homeowners LOVE Feeling in Control…

by Steve Toburen

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…

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

by Steve Toburen

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

It’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”!😥 In fact, she’s already checking your competitor’s website while ‘bailing out’ on you! What’s going on?

Here’s WHY Homeowners Blow Up on Contractors … With No Warning!

by Steve Toburen

KickStart: “Forewarned, forearmed; to be prepared is half the victory” Miguel Cervantes

Normally you’ll find me commiserating with the poor owners (and managers) of residential service companies. (This can be a tough business!)

But let’s save some pity for your front-line workers! After all, every day they’re walking into the “minefield” of a customer’s home!😲

“A minefield, Steve? Seriously?” Too dramatic for you? Then think on this: The dictionary says a minefield is: “Any area filled with hidden explosive devices.”

Hmmmm…🤔 So, are your client’s homes “filled with hidden explosive devices”? Absolutely! Think how often your employees (or you) get bushwhacked by a homeowner “blowing up” with zero warning and for no apparent reason! (The stories I could share!)🙄

OBSESS Over (Your Service Employees) FEELINGS!

by Steve Toburen

KickStart: “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” Maya Angelou

I’m guessing the late poet Maya Angelou never owned a Home Services business! But her words are the key to build a “Critical Mass” residential services company. Here’s why…

Clearly Defining Your Home Service Client’s Expectations

by Steve Toburen

KickStart: ‘Clearly defined expectations’ are the basis for all successful relationships.(Including with your homeowner clients.)

This KickStart quote above is a one-size-fits-all principle to guide your business and just maybe… your life!💖 (After all, you have a myriad of ‘ongoing relationships’.) But today, let’s focus on molding your business relationship with each residential customer…

I know. You’re thinking, “Steve, I’m not marrying my homeowner clients! I don’t care about a ‘relationship’. Honestly? All I want is to a) do the job, b) get paid and c) get on to the next job!”

I get it but SORRY! It just doesn’t work that way!👎 To be truly successful in any Home Services business you MUST focus on each homeowner’s relationship with you AND your workers! Here’s why:

How to Spread Your Load with ‘Shared Accountability’ in Residential Services

by Steve Toburen

KickStart: Reduce your personal pressure by sharing the accountability (and rewards) with your employees.

24-7 PRESSURE… 365 days a year!😲 Sound familiar? If you own or manage a residential services business… very likely this is your life!

True- we all have to deal with pressure and now more than ever. But for you the pressure is non-stop with workers in the emotionally perilous residential environment! Why? Because there are so many moving parts to your Home Services business!

Keep New Home Service Workers From Bailing Out on You… Before They Even Start!

by Steve Toburen

KickStart: Tie your new employee to your company emotionally when you ‘stage manage their hiring’.

CONGRATULATIONS! You’ve hired a great new employee! Charlie is pumped about his new career, you’re over-the-moon excited and you can’t wait till Charlie starts on Monday morning! But then…

On Friday afternoon you get the dreaded text: “Steve, I appreciate the opportunity. But I’ve decided to go a different way in my career. Best wishes and I’m very sorry to do this to you. Charlie”

AAAARGH! What happened? Who knows?🤷‍♂️ Charlie got a better offer, his previous job called him back to work and/or his wife made fun of his new job working for your company! (You and I both know our Home Services industry is wonderful. But come on… we don’t have the greatest public image!)😲