Build a strong customer relationship by giving clients the Illusion of Control—small gestures that create trust, comfort, and glowing 5-star reviews.
Program consistent positive moments of truth into every customer interaction to calm nerves, build trust, and prevent costly complaints.
Actively recruit high-performing (and under-appreciated) service employees you encounter already working. Source candidates constantly to find the best talent.
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…
KickStart: Don’t allow 1) sunglasses, 2) ringing cell phones and/or 3) bad attitudes inside your client’s homes! Read on…
Back in the day, I loved pulling up to a new residential customer. New people, a new job-site, and new challenges. (Say what you will, our home services industry is seldom boring!)👍
Sure, I always had a few butterflies too.🫢 Did the office give me an accurate work order? The right tools and materials? Will I be able to get to my next job on time? And most urgently- will this homeowner be a total idiot?😲
KickStart: Stop treating your business phone as a distraction. Instead, obsess over each and every service inquiry!
When your business phone rings do you: A) ecstatically scream with delight?👍💪💖 B) fall into an anxiety attack?😬 or C) collapse in panicked dread?😨 For all you “B” and “C” folks, let’s move you into the delighted “A” category with a ringing phone!
First, reflect on the HUGE stakes with this caller. I know, you’re thinking, “Ummmm, Steve, I thought you were going to cheer me up. I’m even more freaked out now!” My reply?
KickStart: “… it’s not what you say or what you do, but how you make people feel that matters the most.” Tony Hsieh, Zappos founder
“Feelings, Steve? Seriously?” As a rugged, profits-obsessed residential services business owner you likely focus ONLY on your bottom line! (I did too!) After all, who had time for a squishy, hard-to-manage word like, “feelings”?
I mean, everyone knows “emotions are for sissies”?💪 Right? WRONG! For far too many agonizing years I struggled before FINALLY learning that…
In a residential service business success is based on building “trusting relationships” (TR’s)!
In fact, Mr. Logical here even reduced this concept into an “Emotional Equation”: Success= (ETR + HTR) x SE= CMB. Say what, Steve?😲
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 can you effectively “sell” your company to a new tech? By creating a positive first impression on your employee’s first day. Boost their sense of belonging and commitment with these steps.
Struggling to keep your top talent in today’s competitive market? These 3 simple steps will streamline your new hire retention process, saving you time and energy in the long run.