Excellent customer service begins the instant your office phone rings. Your CSRs need to be creating a fantastic experience for your customers through their call handling. At Power Selling Pros, we have an industry-proven approach to call taking that will get your team booking more calls and winning more moments. Trainer Erica Leonor is introducing all of the critical steps in this FREE video series.
The next principle in the pattern for excellence is being valuable.
For a step-by-step guide of applying this principle on the phone, check out How to Communicate Your Value.
This article is going to focus on the importance of selling your value as a technician, beyond just your word choice.
Value creates commitment.
As technicians, we do not have the luxury of working from home in our pajamas or the luxury of throwing in a load of laundry or doing some dishes or whatever it is we do when we’re working from home.
We are face to face with the customer all day long. They see us. They can see our movements, our body language. It’s more than just what we say. It’s how we look. I know we don’t want to judge a book by it’s cover, but it’s true that we do.
Only 38% of our message is what people hear, so it’s our tone of voice, our clarity, our verbal expressiveness. Only 7% of our words make up our communicated message, and then 55% of our message is what people see or feel, so our facial expressions, our dress and grooming, our posture, eye contact, the gestures and the handshakes. This is 55% of our message.
When you’re talking to people, especially customers, it’s not just about what you say or how you say it. It’s how you look. It’s how you deliver it. It’s how you present yourself.
Here’s a story I’ll remember it for the rest of my life. Last winter, we had a technician to our home to do a maintenance on our furnace. When he came to our house, he knocked on the door and came in. He did not put shoe covers on. So the first thing I notice is he tracked in mud into my house. He goes down to my basement, figures out what’s going on, comes back up, sits down on my couch, takes off his tool belt, sticks it on my ottoman, and starts talking to me about having to replace the motor.
As I’m sitting there, I’m not even focused on what he’s saying. I’m focused on the mud that he tracked in. I’m focused on the tool belt that sitting on my couch right now, and I’m not very happy because I’m a germaphobe. I just want things clean.
For me to purchase this part from him plus get him to do the labor, it was over $500. All I’m thinking about is the cleanliness of my home and how he looked. He had holes in his pants and in his knees, and he had muddy boots. He was communicating to me that he didn’t really care about how he looked, and that was the communication that I saw. It wasn’t what he said. This is what I remember about this experience, and I did not want to move forward with them. So we kept calling around.
What you present and what you deliver and how you look means so much in your communication.
So yes, focus on the words, focus on the questions, focus on the cheerfulness and that the positive energy, but also, please focus really strongly and how you look – the uniforms, the boots, the shoe covers, the being respectful of people’s home and property. Pay attention to those details because that is also a form of communication, and it creates value for your company when you show up at your best.
Customers are going to feel confident in your professionalism if you communicate it.
If you’re ready to get your technicians and call handling team building value in every customer interaction, click the big red button below and let’s talk!