Michael Pearce
Contributing Writer
Direct Energy
Every day our electricians, plumbers, and technicians have a unique opportunity to be invited into people’s homes. By the end of the call, the goal is to turn a prospect into a client. A prospect uses a company’s service once; a client uses a company’s service for life!
How does an opportunity like this turn from just another call into a lifelong client?
Show some LOVE to your customer!
We all know the saying, “no one cares how much you know until they know how much you care.” This idea holds true for the service business. Remember that the customer is calling because their life has been disrupted in some fashion. The problem they have called about can be very frustrating and even scary. Presenting a calm presence and a sense of urgency will help the customer gain confidence in the technician and his abilities.
Here are some ideas to keep in mind when going out on a call so that customers can see you care.
FOCUS ON THE CUSTOMER. Although the problems we face on a daily basis in our own lives are as real as the customer’s – it is part of the job to set aside our own frustrations and present a focused and caring face to the customer. Homeowners need to feel from the time their call is received until the end of the visit that THEIR problem is the most important issue at the time. This often means we must shake off our own distractions and emotions and shift our focus to the customer.
As a trainer at Walt Disney World, one of my responsibilities was to instruct cast members on how to interact with guests. The first lesson was no matter what you are going through, no matter how bad your day is, every guest you encounter should be treated as if they are the first guest of the day – on your best day of work – in order to ensure all guests receive the best possible experience.
The same approach can be applied to taking calls in the field. The 9 a.m. call should receive the same experience as the call that comes in at 5 p.m. The customer’s issue is the most important issue so far today. From once the phone is answered to the meeting at the door the perception should be that the tech coming to help is focused, fresh, and ready to solve the problem.
FIX THE CUSTOMER. Keep in mind is that you are not only there to fix the problem you are also there to cultivate (or fix) a customer into a client. When we go into a call with the mindset of “fix the problem and leave”, we give the perception that we do not really care about the homeowners problems. We are seen as just a service company looking to be paid so we can go to the next call. The missed opportunity is when we do not invest time into building a relationship while we are in the customer’s home. We need to establish the customer’s mindset that in addition to being a service technician, we are also an expert in our field and we can be trusted. Grab hold of each opportunity and own it. Building a good meaningful relationship takes time and if the investment is made, the experience will be far greater for the tech AND homeowner.
LEAVE IT BETTER THAN YOU FOUND IT. As important as your focus and attention is the client’s satisfaction with your work will leave a lasting impression. Leave it better than you found it. If we can bring this mindset into every call, it will speak volumes about the service we provide and the excellent organization of which we are a part. For example, cleaning up after yourself, wearing floor savers, or if you’re changing out a smoke detector in the ceiling and see a light bulb out ask if you can change it out. Little things like this are what show we care about our customers and that we want to leave their home in better shape than we found it!
Show some LOVE to your customer! Focus on the customer, fix the customer, and leave it better than you found it!