Last week I wrote about how your salespeople and technicians kill potential revenue and, in the process, do your customer a disservice.
The question many of you asked is how do I prevent this?
Here are five ways:
First, talk about it. Bring it out in the open.
Use an example that they will understand:
Assume that a tech broke his arm and when he went to the hospital to get it set, the doctor discovered that he had high blood pressure. He never said anything about the high blood pressure…he only set the arm in a cast.
This is a disservice to that tech. It’s the tech’s choice to do something about the high blood pressure. However, he has a right to know about it.
This is analogous to not saying something they see, as a professional, to the customer. It’s the customer’s choice to do something about it.
Second, they have to believe they are the professionals.
Remind them that if the customer could fix the issue themselves, then the customer wouldn’t have called. The customer is relying on your professional opinion to take care of the issue and advise them of other potential issues.
Again, it is the responsibility of the tech to mention it to the customer. It is the customer’s choice to do something about it.
Third, are they living paycheck to paycheck?
If they are, then they can’t imagine spending money on something they can fix. Remind them about number two above.
All of your techs probably have personal cell phones. Ask them what they would do with the extra $100 or so every month… if their cell phone bill was paid every month. Show them how to make that happen through SPIFF’s which they receive for recommending products/services/maintenance that the customer might be interested in.
Help them talk with the customer through role plays (they initially hate them…however, if they can role play in front of you and their peers, talking to the customer is MUCH easier).
Fourth, record telephone conversations.
This is the best way to teach your team members who are in contact with your customers by phone. The team members are often surprised at what they say since they don’t remember their exact words or tone.
Fifth, ride with the technicians.
When you ride with the technicians you can show them how you want the issues talked about and questions asked in the customer’s home or office. The rule: watch one, do one, (and sometimes teach one).
Getting them to talk with the customer about what they see takes repetitive practice and reminders. Helping them achieve little goals helps their self-esteem. Then, continue building their self-esteem by helping them set and achieve higher goals.
At some point you will no longer be killing potential revenues and doing the 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.
