Communication - Home Front Success

The Why (and How) of Using Your Residential Caller’s Name.

KickStart: Call your prospect by name to emphasize a key point.

Ever feel like you’re on a never-ending episode of “The Price is Right”? You know, with “price shoppers” bombarding you with the dreaded, “Uhhhh, I’m just calling around… what’s your rate for this service?” Ugh! I feel your pain!😥

However, quite a few of these so-called “price shoppers” will start out with their name as in, “Hi, this is Sally Smith, and I’m just calling around checking prices…” Now a Post-It note will become your best friend!

That’s right, grab your pen, jot down the caller’s name and use it “selectively” in your conversation. Why? Because behavioral psychologists have discovered that…

An Essential Residential “Stage Prop” (Part I)

by Steve Toburen

KickStart: “All the world’s a stage, and all the men and women merely players. They have their exits and their entrances; And one man in his time plays many parts.” William Shakespeare

You gotta love good, old Bill for pithily dissecting the human condition! And yep- Mr. Shakespeare’s quote above goes double for those of us working daily in our customer’s homes.

Ironically, long before I became a William Shakespeare groupie I’d often remind my in-the-home production employees they were “actors in our company’s Home Front stage play”.

Now very likely you personally have always instinctively recognized that you are “on stage playing a part” in a client’s home. However, here’s your challenge…

First Impressions Are Lasting Impressions!

by Steve Toburen

KickStart: “You never get a second chance to make a first IMPRESSion.” Will Rogers

Good old Will was correct! One of the best ways to immediately IMPRESS a homeowner is to…

Service Clients Love It When You Get Their “Permission To Proceed”!

by Steve Toburen

KickStart: Get more 5-star reviews by asking for the homeowner’s “Permission to Proceed” throughout the project.

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!😥

How NOT to Conduct a Service Staff Meeting!

by Steve Toburen

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!)🙄