KickStart: “Seek first to understand.” Stephen R. Covey
Many, many, many🙄 years ago I finally learned that all successful Residential Services companies are “Emotionally Based”.
I know, you’re shaking your head here while muttering, “No, Steve you don’t get it. I own a plumbing/ carpet cleaning/ lawn care, and/or HVAC company”. My reply? “No, these things are the physical service(s) you deliver. BUT…
KickStart: Homeowner Customer Cheerleaders provide a huge emotional ROI to all involved in a Home Services business.
Your business should be about much more than pure, naked gree… I mean profits! Instead…
Your residential services company should build a close emotional bond (dare I say even “love”?)😲 between you, your employees AND your clients.
Reflections: For me, I LOVED💖 creating “something of value”, a residential services company that (most of the time!)🙄 ran like a well-oiled machine. But my true focus was on “values”.
KickStart: Before leaving, give clients a “tour” of the job and thank them for their business.💖
I know, you (and your front-line workers) are under a lot of pressure.😲
The phone (hopefully) keeps ringing and every crew needs to “shoehorn in” an extra job or two… every day! So, it’s tempting to bang out this project and ZOOM off to the next Job! Don’t fall into this trap!👎
KickStart: Help your residential clients feel “in control” by reviewing each phase of the job with them personally.
Successful Home Services entrepreneurs know they must consistently make Customer Cheerleaders. (And in the process earn 5-star reviews!)
How to create these delighted Homeowners?🤔 Give your residential clients the “Illusion of Control”. In fact…
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!😥
KickStart: man·age ˈma-nij To direct with a degree of skill.
Finding a balance in business (and life) is an ongoing, moving target for most of us. Our shared Home Service Pro entrepreneurial challenge? Managing our OCD tendencies to not get distracted off into Displacement Activities!🙄 Instead, you must focus ONLY on the high-profit, “important stuff”.
True Confession Time: I still find myself going down obsessive rat holes while wasting enormous time on pursuits that add nothing to my happiness, relationships or even my financial net worth!🤔 (You’d think I would have learned by now!)😲
Remember, your residential services company is an incredibly fragile creature. This means as a service business owner or manager you must…
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…
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…
KickStart: “A Moment of Truth is any point when your customer (or a prospect) comes into contact with your company AND subliminally forms an opinion.” Steve Toburen
I recently depressed everyone warning about the hidden “customer minefields” just waiting to explode (without warning😰) on every residential job. Doubt me?
Think how often you’ve left a home feeling great about the fantastic job you did. (And the nice wad of cash in your pocket too!)👍
Then that evening you’re shocked to get a complaining phone call, read your customer’s unhappy text or even worse- get bushwhacked with a nasty “surprise” online review!😲
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!)🙄