Talking to homeowners takes time, especially if it’s a complex or costly solution. It’s the main reason technicians might leave without taking to time to have an in-depth conversation that allows them to really understand the customer’s pain points and needs and build a connection. Let’s face it, your technician has five other calls waiting for him, and he knows that if he takes the time to have this conversation with the customer, the job might last 4 hours, and now he’ll work until 10 p.m. because the calls are all now backed up.
As a business owner, leader or manager, please work with your dispatching team and your technicians to ensure everybody understands the time that goes into selling a big job AND taking care of our customers in the best way possible. Obviously, everyone wants to sell a $13,000 job, but it’s going to take time to do so. Your team needs to be able to juggle that schedule and work with each other so that technicians can have that opportunity. Having these conversations with customers will ultimately lead to maybe longer and yes more costly jobs, but it’s more profitable for everyone: your business, as well as for the customer who gets peace of mind.
Make sure you’re allowing your technicians enough time to build a connection with the customer and have a conversation to review options. Customers love options and companies who care!
We can train your technicians to nail those conversations and grow your business.