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?”
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.
Whenever I work with sales managers who are failing, I notice that they all talk about the immediate issues going on with their salespeople and are looking for the “quick fix” or “silver bullet” answer from me.
Most of them have given up and think they have already thought of everything. The one thing they haven’t thought of is to zoom out and look at the big picture, which includes their own behavior and how it contributes or even causes an issue to occur.
Have you ever felt drained after a heated conversation with your buyer, boss or colleague after trying to convince them that your point of view was the correct way of seeing things? That feeling of being drained is an indication that you were too attached to the outcome and that you lost your focus on trying to understand the other persons point of view.
It is easy to become emotionally involved in the outcome of your sales results, but is it really effective? In short, the answer is no. Sales should be emotional for the buyer but not for you the seller. If you try to hard to “sell” people on your way of thinking it comes off as desperate, pathetic and self-centered. As a sales professional you must retain your credibility and give your buyer the impression that you could live without the sale.
Almost anyone would assume that the typical clown that we have seen so often at the circus, would bring smiles and joy to all they visit. As it turns out, the odds are that an unchecked assumption like this one we make about clowns is a pretty good bet to be wrong. Research is actually showing that clowns may be more scary than comforting to a young child.
Think about the times you may have visited a children’s ward or maternity section at most any hospital. Whimsical drawings of fun things to make kids feel happy often decorate the wallpaper. Some of this decorated wallpaper depicts drawings or illustrations of circus clowns.
One of the more fun parts of my job is talking to sales and service managers who refuse to admit that the results that their people get on their opportunities do indeed, suck. What do I mean by this statement?
First of all let’s face it, I use that word to get your attention and now that I have it, let me explain. When any frontline service or sales professional in your company does not produce the results needed to pay for all the overhead, benefits, pay, education and everything else needed to cover their fair share of these expenses, then they are “sucking” these valuable resources at the expense of other employees who ARE pulling their own weight.
There is an imbalance at many companies that is created by some of the sales team performing at a high level while others do not. Many perceive this as just a fact of life and refuse to believe that EVERYBODY could achieve profitable numbers and reach their goals.
One of the great things about doing business in today’s world is the massive amounts of opportunities that exist to promote and advertise our business. Unfortunately these marketing opportunities can dilute your message to a point where potential customers may find it hard to find you.
So marketing has come full circle. The most effective way to get new customers is to ask your existing customers for referrals or what we used to call “word-of-mouth.”
How much can we expect from our front-line employees like office staff, installers, service techs and sales people in terms of bringing in referrals or do be a “prospector” for new clients?
Most of the struggles that sales professionals have stem from the fear inside to take action at the critical time when it is needed. Fail to ask the tough questions about your competitor, the buyers expectation of pricing or even why people think they need your service and you will certainly crash and burn at the end. Or at best you will leave with a whimper instead of trying to help your buyer through objections they may have.
