trust

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

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positive conversation with residential caller

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

post it note with residential caller name

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…

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“Triple Dip” with Your Service Employee’s Achievements!

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public recognition of best service performer

KickStart: Trumpet your service worker’s accomplishments to increase morale AND supercharge your marketing.

Are you struggling with high turnover and/or marginal frontline employees?😥

“Well, DUH, Steve! You just described my life! I pay much more than the ‘going wage’ but nobody wants to work anymore!” Ummmm, sorry to disagree but the Very Best People DO “want to work”! But I digress…

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It’s Not ONLY About the Homeowner Client!

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KickStart: The homeowner is always watching… everything and everywhere! Behave accordingly!

I’ve taught (pontificated?) extensively on the absolutely essential homeowner/service tech relationship. Basically, everything, including your family’s future financial welfare, comes down to how the client feels about your people involved in their service transaction!

However, emotions (and feelings) can be… complicated.🫢 (“Ya think, Steve?”) I’m reminded of a TV host, Art Linkletter, back in the day. Art was famous for his “Kids Say the Darndest Things!” observation. I would morph this into, “Clients Think (and Feel) the Darndest Things!” This means…

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Homeowner Cheerleaders: Customer Referrals And So Much More!

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teamwork creates emotional bond

KickStart: The true ROI on making a Residential Customer Cheerleader is much more than the direct financial profits they produce. (Which is a LOT!)

happy cheerleader“Ummm, what’s a ‘Cheerleader’, Steve?”🤔 A Cheerleader is a homeowner that is so delighted and yes, surprised with the level of service they’ve received they will “sing your praises from the rooftops”! (And more importantly, post multiple 5-star reviews online!)⭐⭐⭐⭐⭐

So, it’s a no-brainer! An ecstatic Cheerleader Customer is an incredibly valuable asset! Which is why I’m always amazed that so few residential service contractors focus on systems to create Cheerleaders!😥

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OBSESS Over (Your Home Service Clients) FEELINGS!

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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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