The Technician’s Rules of Customer Engagement

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People like doing business with people they trust. Most people will want to trust their technician, but the tech will have to earn that by doing certain things properly when they meet the customer. We’ll review the technician’s “best practices” including showing up on time, proper appearance, wearing boot covers, having good eye contact, the “meet and greet” process, and more. We will establish the value of what the technician does for the homeowner and coach them on how to effectively engage the customer in appropriate conversation about all of the company’s services and products. The technician will see the importance of not just doing a fantastic job repairing, but in also creating rapport, and a relationship, with the homeowner. We’ll introduce lead generation and selling fundamentals so that they can become more comfortable with “selling” as a service.

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