Callbacks are costly. Each time we go to a customer homes it can cost as much as $250 or more. In a recent discussion on Linkedin, John Whitney Jr. said, “Field service techs want the right tools and a minimum of distractions. Managers want constant contact, on-the-fly updates, and solid record-keeping. IT/ tech guys want cool new toys and the latest apps. The company wants to get the job done with one visit. And, of course, the customer wants the work done correctly and in a timely fashion. Sometimes, these goals all work together. But sometimes they don’t. What can we do to improve this situation?”
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Many times I asked at conferences about what brand of equipment I prefer. For me that is an easy question and one that I answer the same way every single time. I feel the absolute best brand is YOU the contractor.
The best equipment will not last very long if it installed with an inadequate air distribution system, fuel delivery system, electrical system, water delivery or drainage system, combustion removal system and refrigerant transfer system.
In fact when a customers asks me, “How much are the parts for this job?” I always tell them that the parts are free. When a customer does business with a service contractor the product they are purchasing is SERVICE not the materials or equipment.
Here some of the comments from the people who attended our Total Immersion Service Contractor Sales Summit training in Boston in August, 2011. I love how hvac, plumbing and electrical service techs and sales people can feel so good about themselves after the event. That is what we at ContractorSelling.com live for is to unleash the potential of these powerful people.
Maintenance or service agreements are the lifeblood of every hvac, plumbing or electrical service company that is in business today. In a nutshell, they formalize the relationship between clients and your company. Agreements allow you a loyal base of fans that not only want to receive your marketing message but actually read this massage as well.
The carnage created by not having such agreements in place can cost you in many ways. Loss of clients and employees are just the beginning. Without service agreements to supply a steady “lifeblood” of loyal, returning clients it can eventually create an environment where companies can go out of business. Basically this program to sell service for the future at today’s price in exchange for payment today creates a circulation of cash needed to run every business that does service for residential or commercial clientele.