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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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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In Home Services … You Must-

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team training

KickStart: “Seek first to understand.” Stephen R. Covey

team trainingMany, many, many🙄 years ago I finally learned that all successful Residential Services companies are “Emotionally Based”.

I know, you’re shaking your head here while muttering, “No, Steve you don’t get it. I own a plumbing/ carpet cleaning/ lawn care, and/or HVAC company”. My reply? “No, these things are the physical service(s) you deliver. BUT…

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Are You Known for Your Humility?😲

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highly qualified home service company staff

KickStart: Humility is not thinking less of yourself, it’s thinking of yourself less. C. S. Lewis

I’ll admit it. When I started my first Home Services business I was a cocky, proud and yet insecure jerk!😲 (My dear wife is saying right now, “So Steve, you think you’ve changed over the last 50 years?”)🤔 Hmmmmm…

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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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