Ed. Note: Charlie Greer is in the midst of a year-long series on running service calls, and how to maximize each call in an honest and professional manner. Here is Part 2. Find the first column in this series online, at bit.ly/CGBetweenCalls.
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Whenever possible, park in front of the home, in plain sight of the front windows of
the building.
Don’t take forever to get out of your truck and start heading for the door. Be prepared to shut off the engine and step out of your truck as soon as you arrive on the scene.
At the Front Door
If the front entryway is clean, put your shoe covers on prior to ringing the doorbell or knocking on the door. That way you won’t be stumbling all over the place, or initiate a minor conflict when they tell you that you don’t need to wear them and you have to tell them it’s company policy that you do.
Take one step back as soon as they can see you.
Since they called your company, they can see your truck, and you’re wearing a uniform with your company’s and your name it, it’s not necessary to state the obvious. When the customer opens the door, make a statement that basically says, “Here’s how you’ll benefit by my even being here,” like “Hello, I’m here to take care of your (furnace, air conditioner, heat pump, boiler, etc.) .”
Don't ever ask the customer what you are there to do. They probably already told whoever they talked to on the phone, and people don't like having to repeat themselves to every employee in the company.
At that point, they’ll usually invite you inside. If they haven’t introduced themselves by name, confirm you’re in the right place by saying, “You’re Mr(s). (customer’s last name) ?”
By not stating your own name, you’re getting a clue as to their social style of behavior. If they just want to start heading over to the equipment, you know that they’re all business. If they want to know your name, that tells you they’re more “people oriented.”
Personally, I like it when they’re all business when I first arrive, then about 45 minutes into things, they suddenly ask, “What did you say your name was?” To me, that means I’ve suddenly transitioned from being a nameless, faceless commodity, to a person of value.
Don’t ever ask the customer what you are there to do. They probably already told whoever they talked to on the phone, and people don’t like having to repeat themselves to every employee in the company. By the same token, dispatch usually gets it wrong. Confirm what you’re there to do by saying, “Mr(s). (customer’s last name) , dispatch has already briefed me on your situation, but if you don’t mind, in your own words, can you tell me exactly what you’re experiencing?”
Do not allow a cell phone to interrupt a conversation with a customer. If you have to make a call related to the repair, let the customer know.
While customers are explaining their problems, try not to be walking or doing anything. It’s best if you’re facing each other, giving the customer your undivided attention, and making eye contact. After you’ve listened to their response, repeat back to them what they just said. This is called being an “active listener.”
Let them know you’re a professional and that you’ve done this before by saying, “When I encounter this situation, I have a very specific procedure that I follow. First, I’ll look everything over. I’ll then step out to my truck and compile a list of options and prices. I’ll go over them with you and gain your authorization to proceed. Then, I’ll do the work. And, I can usually fix it right here on the spot.”
DO:
• Keep everything on businesslike and professional level.
• Use their name (“Sir” and “Ma’am” are respectful, but not acceptable substitutes. Additionally, they’re often offensive to some people)
• Appear completely relaxed and confident
• Make eye contact.
DON’T:
• Start “selling” right at the front door
• Debate them
• Be overly friendly
• Get on a first-name basis. Only get on a first-name basis if they correct you twice
• Act confused or unsure of yourself
• Talk to the equipment, your tools or yourself
• Look up prices for a repair before you’ve looked at the equipment
• Offer opinions or guess at what the possibilities are until you’ve looked things over, priced them out, written them down, and established rapport and your own personal credibility.
Silence your cell phone.
Do not allow a cell phone to interrupt a conversation with a customer. The only cell phone conversation you should make or take while you’re running a call is when you say to the customer, “I’m going to call so-and-so to check on something for you.” Even then, let them know you’re making a cell phone call that will somehow benefit them.
CHARLIE GREER has got you covered. Get organized and log your sales in the “Official Tec Daddy Planner,” and get your sales training by listening to his “Slacker’s Guide to HVAC Sales.” For more information, call 1-800-963-HVAC (4822) or go to hvacprofitboosters.com. Email Charlie at [email protected].