Choices, choices…

Choices, choices…

Stephanie Barney
Contributing Writer
Spark Service Academy

We love choices. Think about the way YOU make purchases at restaurants and retail stores. The ability to choose between several options is what makes the purchase satisfying. Your customer also wants to make his own choices, and that is why many companies offer several choices up front, before beginning the work. Not only does this practice eliminate sticker shock, but it puts the customer in the driver’s seat.

When you only give one price for the requested service or repair, then the customer has two choices- YES or NO. When you offer several options (like a Good-Better-Best scenario), your customer has three choices-YES, YES or YES. Smart technicians offer a list of options starting with the mandatory repairs, then the suggested improvements, and then a couple extras or add-ons. Although your customer may cross off a couple options, he will still be saying YES to the others, and he will be happy with his choice. This results in more work than if you would have only quoted the repair.

You may be thinking, is this too pushy? NO. A technician who does a thorough assessment is always appreciated. The customer is empowered to choose for himself, and you are promoting preventative maintenance will prolong the life of his equipment and save him money.