customer relationship – Home Front Success

Home Service Customers Appreciate ‘Personal Space’

KickStart: Set up routine procedures to avoid intruding on a home owner’s Personal Space.

Most people try and keep a ‘physical bubble’ (personal space) around themselves. (As Jerry Seinfeld reminded us, nobody likes a ‘close talker’!) And of course with the pandemic’s constant drum beat of ‘social distancing’ this personal space is even more essential!

Now, you and I instinctively factor in other’s personal space. Heck, I didn’t want my clients getting ‘too close’ to me either! But do your front-line workers in customer’s homes respect your client’s personal space? Who cares? You should and here’s why!

‘Driving nice’ wins more service clients!

by Steve Toburen

KickStart: Impress prospective clients when all your employees (including YOU) drive with ‘Proactive Courtesy’!

A successful Home Services Pro lives by two Core Concepts: 1) They obsess over ‘differentiating’ their small service business from the competition. And 2) Residential Pros know their service workers are ‘on stage’ all the time. (Not just when on-site in client’s homes.)

Build your small service company around these two Core Concepts and you (and your key employees) WILL retire happy, fulfilled and… wealthy!💲💲💲 Let’s focus on one of the most ‘publicly visible’ stages out there by…

Win back straying clients with ‘Feel-Felt-Found’!

by Steve Toburen

KickStart: For the (very few) previous clients who balk at rebooking due to your higher prices use Steve’s ‘Feel-Felt-Found’ Objection Buster Reply!💲💲💲

I feel like a proud parent! After all my exhortations you actually raised your prices!👍👍 CONGRATULATIONS! (You deserve it!)

Now (hopefully) you are following my 3 step sequence to rebook past customers after a price increase. Since most customers don’t even remember what they paid last time most will just automatically schedule with you again. However…

Focus on the FEELINGS of your first time caller!

by Steve Toburen

KickStart: ‘Focus on the pain’ of a first time caller and you’ll dramatically increase your ‘booking ratio’!

All business is based on relationships.💖 But even more so for residential service providers. (That would be… YOU!) But the plot thickens with my ‘80% Principle’…

80% of how a residential customer decides if you did a ‘good job’ or a ‘bad job’ is based on how they FEEL about the people involved in the transaction!😍

Your challenge? This all-important relationship with a new prospect ‘just calling around’ (searching for a home service professional) will struggle right from the git-go! Here’s why…