This free Technician Moment of Truth checklist guides Field Technicians through the service call.
KickStart: “TIME is the only resource you can’t buy more of.” Sam Walton
“Make MORE profit by doing FEWER jobs? You’re an idiot, Steve!” You might think I’ve lost a few screws, but “Patience, Grasshopper”! Stick with me here…
Want to skyrocket your profits?👏🏼 Give your onsite employees a step-by-step Service System that will create an ecstatic “Cheerleader” (and 5-star reviews!) out of each residential client. (I call this “Service Engineering”.) Remember…
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: “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: “… 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:
KickStart: Want more reviews? Mention how important their online review is to the employee who worked in the customer’s home.
Let me be clear. I am NOT a ‘marketing guru’! Why not? Because the constant, frenetic changes in online marketing make my head hurt!😲 But I do know a bit about ‘Timeless Concepts’ (this phrase IS part of my tag line, after all!) in business.
Hands down, marketing’s most ‘Timeless Concept’ is ‘word of mouth’ advertising. But NOW it can be supercharged with ‘Today’s Tools’! (Darn it- how did the second half of my tag line sneak in here?)😁
CHALLENGE: Of course, just to get this “word of mouth” advertising you’ll still need to “convert” nervous first-time callers that start out with “How much do you charge to…?”😳 That’s RIGHT! You need to DRAMATICALLY increase your phone reps “Booking Ratio” with…
SOLUTION: Our interactive Converting the “How much do you charge…?” Caller! video training! One LOW price (Heck, you may cover it in your first “converted caller”!👍) lets you quickly train UNLIMITED phone reps!💲 Click HERE to learn more or for instant online delivery…
Take advantage of every jobsite to connect with ideal new customer right next door! Your customer’s neighbors can be your customers too.
Start building customer trust and get more 5-star reviews. How? Respect customers’ personal space and create a positive visit with 3 building trust tips.
How you drive impacts your business. Safe, courteous driving builds your brand and profits. Discover tips to turn your company vehicle into a mobile billboard.