Erik Fisaga
Contributing Writer
Success Academy
This may be a surprise to you, but I have discovered something about most of the people that work for you in your shop. That’s right! I figured them out. I am sure that it is something you wish you could have done.
Riding along with multiple shops has proven a few key items to me:
- You have some of the best technical people working for you
- They take great pride in the level of work they do
This is amazing, and should be applauded. There are millions of homeowners in North America looking for these people to help with their issues, but….
The homeowners do not know this. Even many of the ones whose homes you have been in, do not know this information. Here is what I have figured out. Your technicians are the best out there and the people they visit with daily do not know this because no one ever told them.
I am not saying we should walk into the home and begin bragging about what we have done; I am saying that we need to step back and make sure we have a solid credibility statement about how we got here. I have seen homeowners physically relax after hearing a strong credibility statement, and I believe this is how we can increase your visibility in the marketplace.
Credibility is important in all walks of life. There is not a single industry that does not look for credible people to be leaders in that field. Some fields, credibility is put right in front of the client to prove that they made a good decision. My doctor has his medical license hanging in his office. My mechanic has credibility hanging all over his walls, showing you all the courses that he and his colleagues have passed.
The system we train tells us that building credibility is important for three parties: you (the technician), the business and Straight Forward Pricing. When speaking to a homeowner, the most important piece is YOUR credibility since you are there to do the work for them. Why do we do this?
In our principle of “like” and “trust” we have to be able to build the trust. Part of credibility is being able to share with homeowners how knowledgeable we are about the things we are offering to them. That is why we expect to see licenses from our doctors and diplomas in our mechanic’s offices. These small visual pieces share with us that they know their field and can be trusted by their clients. Since it is not always possible to measure our technician’s accomplishments this way, they need to be trained how to share this information. They should be able to step up and say, “Look at everything I have done before coming to your home! You want me to do this job for you!”
Erik Fisaga is a seasoned trainer with 9 years of experience, specializing in customer service and sales training. He has extensive business experience and in his previous position, he proposed, developed, created a company wide sales training program that resulted in a $3 million increase in sales revenue versus an established goal of $500,000. Erik was a part of the initial class of a First-in-Class customer service program, in which he was responsible for training 70{938cd9e8dae860e800efc538277d4f7684e6f6981618ba70d1c34357a53c2e1f} of his organization. This training resulted in a 26{938cd9e8dae860e800efc538277d4f7684e6f6981618ba70d1c34357a53c2e1f} increase in Net Promoter Score in just the first two months.