“PMOT’s” for a confused homeowner

KickStart: Pre-orient a confused new residential client on what will you’ll be doing in their home. (#2 in an “intermittent series”- Click HERE for #1.)

Ella Fitzgerald stamp“Bewitched, bothered and BEWILDERED?”  Folks, it’s not just Ella way back in 1956 that was ““Bewitched, bothered and BEWILDERED”! As a new homeowner nervously awaits your company to service their home they too are “bewildered”! (And very, very CONFUSED!) Think about it…

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Giving the ‘Illusion of Control’ to Home Service Customers

KickStart: Asking permission creates a trusting relationship with your residential clients.

“There is no substitute for hard work.” Thomas A. Edison

Do you love to work? If so, CONGRATULATIONS! And yet, over many years of working with homeowners, I’ve learned this “git ‘er done” attitude can be a trap! Here’s why…

nervous residential customerYou (or your employees) show up at a home, eager to kick butt and “git ‘er done”! But wait! Never forget you must first recognize and work with the pesky emotions of a nervous residential customer!🙄

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Five Core Concepts: “Moments of Truth”

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!)👍

complaining home service customerThen 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!😲

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Here’s WHY Homeowners Blow Up on Contractors … With No Warning!

Miguel Cervantes quoteKickStart: “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!)🙄

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OBSESS Over (Your Home Service Clients) FEELINGS!

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

focus on residential services profits“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?😲

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Can you use a complaint to ‘tune up’ your home services company?

KickStart: Analyze WHY a complaint/problem occurred and HOW to prevent the issue from happening again.

Normally when I train on my ‘Complaint Conversion’ techniques folks assume we’ll focus on ‘Converting Complainers into Cheerleaders. I call this the ‘Triple C’ and it IS very important!

However, when a homeowner complains (hopefully not very often) I suggest a much more important question to ask yourself…

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The ‘Triple-S’ work environment (Part 3)

KickStart: Develop a STABLE company that homeowners AND your employees trust.

I can hear it now. “What’s with this ‘Triple-S’ stuff? Has Steve gone off his meds again?”🙄 Nope- Steve is just trying to save you from yourself! But don’t fret…

You’re not alone! Most Home Service business owners (including me) really are their own worst enemy!😲 However, after a lot of agony I finally developed a Home Services business that provided a…

1) Safe, 2) Sane, and 3) Stable work environment for employees. Let’s review the first two…

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