Service Script - Home Front Success

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

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

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…

How to “Make the Cheerleader” out of pet owner customers!

by Steve Toburen

KickStart: Want homeowners to love you? Then love their pet(s)!

Yep! Let’s dive into the crazy, stinky world of PETS! I know, for a residential services contractor these furry creatures can be smelly, nasty and/or snarling challenges! (Trust me, I’ve been there!)

Essential Residential “Stage Props”

by Steve Toburen

KickStart: “All the world’s a stage, and all the men and women merely players. They have their exits and their entrances; And one man in his time plays many parts.” William Shakespeare

The Script

You gotta love good, old Bill for pithily dissecting the human condition! And yep- Mr. Shakespeare’s quote above goes double for those of us working daily in our customer’s homes.

Ironically, long before I became a William Shakespeare groupie I’d often remind my in-the-home production employees they were “actors in our company’s Home Front stage play”.

Now very likely you personally have always instinctively recognized that you are “on stage playing a part” in a client’s home. However, here’s your challenge…

Why (and How to) Focus on Your Last Scene with the Homeowner

by Steve Toburen

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!