(Templeton, Calif.) — world renowned social psychologist Dr. Robert Cialdini has been named the keynote speaker for the first annual Sales, Profit & Marketing Summit, Feb. 8 to 10, 2012, in Phoenix, AZ. featuring world renowned social psychologist Dr. Robert Cialdini.
“I’m totally excited for service contractors.” said event organizer Julie Crisara, “Finally hvac, plumbing and electrical service professionals will get the unfiltered information they need to increase their sales, marketing and profit results directly from the most respected expert in the field of persuasion. We really hope contractors take the chance to get information that had been only previously available to major think tanks, universities and iconic companies.” she added.
Ralph who is one of the senior techs working at an hvac, plumbing and electrical service business suddenly blurted out a question to his boss, “Hey Bill, where’s Jimmy? I haven’t seen him for a couple weeks now.”
Ralph was referring to one of the newer techs who joined the company about a year ago. “I think he’s on vacation, right Bill?” said Karen who is one of the CSR’s at the firm. Bill, who has owned the company for 29 years set the record straight, “No, we had to lay him off two months ago when it got real slow.”
Bill of course was just being nice. What he didn’t say was that Jimmy was a dispensable employee. He failed to add enough value to the team, his customers and the bottom line to even keep himself employed, much less to be considered a star player.
We are using this as a caricature or “over-exaggeration” to point out some of the things that service techs do by accident. They may not even realize they are doing them until seeing how obvious it is in the film.
Things such as not having a solutions ready before you begin telling people the problems they have are subtle things that many may not notice even when they watch.
Other obvious things like allowing service techs to pick their own wardrobe or going out to the truck to figure things out can look like “amateur night” to the customer. You don’t think techs talk on the cell phone about personal business like “canasta night?” Go to a job with a few installers and you will be shocked at the personal business being conducted during normal working hours.
I do ride-a-longs and what I see is a fact of life and a day-to-day struggle to get techs to see how important it is to do good service. Maybe when they see what bad service looks like they will be sure not to commit these mistakes.
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?”
FIRST TIME EVER OFFERED: More than “just” a webinar, it’s a SERIES of FOUR powerful webinars (beginning October 6) from the Nation’s TOP trainers. You’ll see the GAME CHANGING METRICS to use in your company including:
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.
Persuasion Expert - Keynote Speaker
