customer relationship

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

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positive conversation with residential caller

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

post it note with residential caller name

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…

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The Emotional Dynamics of the Homeowner’s Restroom! 😲

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KickStart: Few things are more “intrusive” for a homeowner than a stranger using their restroom. You’ve been warned!

I get it. You went into this business because you like the work. And now you (and your workers) just want to a) do a “good job”, b) get paid and c) move on! Simple, right?👍 Ummmmm, NO…😥

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It’s Not ONLY About the Homeowner Client!

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KickStart: The homeowner is always watching… everything and everywhere! Behave accordingly!

I’ve taught (pontificated?) extensively on the absolutely essential homeowner/service tech relationship. Basically, everything, including your family’s future financial welfare, comes down to how the client feels about your people involved in their service transaction!

However, emotions (and feelings) can be… complicated.🫢 (“Ya think, Steve?”) I’m reminded of a TV host, Art Linkletter, back in the day. Art was famous for his “Kids Say the Darndest Things!” observation. I would morph this into, “Clients Think (and Feel) the Darndest Things!” This means…

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