I’d put money on the fact that they are.
What do I mean?
It’s when your employees think they know better than the customer. It’s when they are afraid to ask a question or give information to the customer that she might be interested in or might help her.
It’s when a tech or salesperson thinks that he/she knows what’s best for your customer.
- What if your technician sees something that could help the customer be more comfortable in her home or office…and doesn’t mention it?
- What if your tech sees weak capacitors, leaking faucets, dirty coils, etc. and doesn’t mention them?
- What if your technician believes the customer is not interested…and doesn’t say anything to your customer?
- What if your employee believes the price is too high because he or she cannot imagine spending that amount of money on your product or feels “because since he can’t afford it, your customer can’t afford it”…and doesn’t say anything to the customer?
Your employees are killing potential revenue and doing a disservice to your customer.
Your employees cannot read customers’ minds or know what’s in their wallets. I know of many people who live in upscale houses who cannot afford to buy anything. Their monthly debts are too high.
I know of others who live very modestly who give your salesperson $10,000 in cash to pay for their new HVAC system, plumbing remodel, generator, etc.
Appearances are deceiving.
If your employees think they know something about a customer, they probably don’t.
How many times have your salespeople thought “I’ve got that sale” only to lose it to a competitor?
How many times have your salespeople thought, “I’ll never get that sale” and the customer buys?
If any employee thinks they know what is in the mind of the customer, if an employee doesn’t ask your customer a product question for any reason, you are killing potential revenue! And worse – doing your customer a disservice!
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Ruth King is well known as “The Profitability Master.” She is passionate about helping small business owners become profitable and stay profitable. For over 40 years she has coached, trained, and helped contractors and others achieve the business growth and goals they wanted to achieve.
Contact Ruth by emailing ruthking@hvacchannel.tv.
