Todd Liles
Contributing Writer
Service Excellence Training

Most techs have the technical skills to be successful.  The proper application of these skills, is what will determine success. This post is for techs that need to bridge the gap between their technical skills and their communication success. This is derived from a lesson from our weekly coaching sessions.

 4 starting points to a successful service call

#1 The world you live in is determined by your attitude.

Some may see this an over generalization to life.  However, it is true.  Your attitude determines how you interrupt the world around you. It is the classic example of “is the class half full, or half empty.”  It is clear that you can have both perceptions and win. Consider the contents of the class as the contents of life and the things we need.

The class is half full.  “Wow!  I’m blessed, the class is half full.  I’m happy to see that my hard work is filling it back up!”

The class is half empty.  “Wow!  I’m blessed, the class is half empty. I’ve enjoyed consuming what’s in the class.  It’s now time to fill it back up!”

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#2 The World judges a book by its cover

I’m not saying that it is fair that the world judges you. However, it is true. The world forms her opinions, and make judgments about you by what she sees. The great thing about the world is that is full of second chances. The next service call you go on is your opportunity to highlight a professional image and control how the world reads your cover.

To increase your professional image:

1.     Have a well groomed appearance.

2.     Keep your clothes neat and pressed. Change your uniform if it becomes too soiled to be
professional.

3.     Keep your truck: washed, stocked, organized, and well maintained.

4.     Keep your tools organized and in good working order.

#3 Your Observation Skills Will Tell You Much About the Homeowner

The condition of the home will tell you much about how the homeowner feels about things like maintenance, and pride of their home. There is no denying that this true.

However, it can be a dangerous trap if you make the decision that this homeowner will not do business with you because of the way they keep their home. So, make your observations, learn what you can, and never predetermine that you will not win because of your observations. Instead, use your observation skills to find connection points.

To increase the power of your observation skills look for the following:

1. MCPTs. Multi-colored playthings. These are things that indicate Family and Recreation, like toys and basketballs.
2. PTIs. Pride and Time Investments. These are things that indicate buying decisions and life style choices, like gardens and homes.

#4 The First Impression Sets the Stage

Studies have shown that first impression are formed in the first 16 seconds of visual contact, and are strengthened in the first 2 minutes of conversation.

The goal with your first impression is to instantly establish a value in your company, and begin to build trust and rapport.

To increase the power of your First Impression:

Provide a Friendly and Professional Greeting to include:

• Red Carpet Service (Place red carpet on the doorstep)
• Smiles
• First Name Introduction
• Brief Overview
• Property Protection Statement

To end this lesson, I will give you a skill set to practice.  If you are a tech reading this, then feel free to practice this on your own.  If you are a manager or owner, then use this with your techs in a role-play session.

ROLE-PLAY SESSION

You have only 2 minutes to begin your trust and rapport building. Write YOUR perfect introduction script. Here is an example.

“Good morning! I’m Todd with Service Excellence Training (insert your company name). How are you today? (Hello, I’m Rebecca.) It’s nice to meet you Rebecca. (Thanks. Come on in.) Thank you. And before I come in, is it okay that I parked the truck by the curb. (Yes.) Great. Give me just a moment to put these floor protectors over my shoes. (You don’t have to do that.) Thanks Rebecca, but it’s no trouble at all, and it protects your floors. (Okay). May I come in? (Yes) Rebecca, I noticed th garden on the way up.  Those flowers are just beautiful!  (Oh, thank you!   We have worked really hard on getting the garden ready!)  [Take your time in relationship building.]  So, I understand you are having some challenges with your widget today, is that correct? (Yes) Well, I’m sorry to hear that.  However, I will get these challenge resolved for you quickly and with as little pain as possible.  How does that sound?

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Todd Liles is an author and trainer.  He is the CEO of Service Excellence Training.  You can find more at www.SerExTra.com