“The greatest way to make a positive first impression is to demonstrate immediately that the other person, not you, is the center of action and conversation.” -Bill Lampton, Ph.D.
Do you know how well you make first impressions? Does your business make excellent first impressions? Your body language, uniforms, grooming standards, the cleanliness of your trucks and your office all make an impression on potential customers. First impressions can make or break a deal so we’d like to share some tips with you on how to improve your ability to make amazing first impressions!
#1 Focus on the Customer
In order to make the sale you need to find out exactly what the customer is looking for or what problem they want you to solve. Make sure the customer is always speaking more than you are. Ask lots of questions and give positive verbal cues by:
nodding your head
rephrasing their statements
asking them to “tell me more, please”
Maintain good eye contact and keep the conversation focused on them. Not only will the customer want to do business with you, they’ll enjoy being around you!
When you first get to your clients door, put down your Custom Logo Mats. Not only will this BRAND your company by placing your logo in front of them but it will also show them right away that you care about them enough to protect their assets.
By wearing your Seal of Trust® Patches and/or Seal of Trust® Shoe Covers you will convey to your clients they can feel safe with you in their home. Your company has certified technicians that have been background checked and drug tested. Your ID Badge will give your clients a sense of confidence by knowing exactly who is coming into their home.
Now that you know how to make a great impression by focusing on the customer, let’s look at what you can do before that initial meeting.
Good grooming counts! Make sure your technicians’ hair is trimmed, uniforms are pressed and they don’t smell of yesterday’s mystery meat. Give your technicians a “getting ready for work” checklist if you notice their appearance isn’t meeting company standards. It’s necessary that your company not only create, but also enforce a dress and grooming policy.
Your technicians represent your company so it’s vital that they make the best impression possible. Shoe Covers are both sight-to-gain-attention products that relay to your client your company and techs value their property. Appearance isn’t everything, but it does give potential customers an impression of your company’s work ethic and professionalism.
Speaking of work ethic, potential clients put a lot of emphasis in to whether or not your technicians are on time…
Do your technicians show up at a potential customer’s home on time? Or do they leave Mr. or Ms. Homeowner at home waiting and wondering what’s going on? I’m sure you know that you can lose a job if you don’t show up on time. However, did you know that showing up too early can also be a bad thing?
If you’re more than 15 minutes early you can make your potential customer feel rushed. It’s best to be 5-10 minutes early for any service call. If you show up too early, try driving around the block or find a place to park and work on paperwork. Make sure your techs have a tool kit to keep them organized and have everything they need for a job in one centralized location.
If you do happen to run late or get stuck in traffic, make sure you call the potential customer ahead of time to see if they want to reschedule or if they mind waiting for you.
Don’t forget to have every technician leave behind a ShuBee® Report Card on every job so your clients will see you care about the service they were provided and whether their tech lived up to your expectations. This is a great way to establish a positive business relationship.
Now that you know how to make a great impression on a service call by being on time, let’s talk about your service trucks and workplace.
#4 Service Trucks
Yes, your service trucks are a major part of making a great first impression. We’re talking about keeping things clean. Make sure you wash your service trucks on a regular basis and remove old food wrappers and soda cans. ShuBee® All-Purpose Citrus Cleaner and ShuBee® Citrus Wipes are great tools keep in every truck to for a quick clean before or after a job. You never know when your potential customer will get a peek in your vehicle! And again, the scent will associate you with a clean truck and appearance.
Congratulations, you are now well on your way to making positive first impressions! You and your trucks are clean, you look professional, you’re on time and you know how to keep the conversation focused on the customer. Go out there and get the jobs and the callbacks!