The residential flat rate contractor has been told for years that, “facial hair should not be allowed in your company.” There have been a variety of reasons cited as to why techs, in-home salespeople, and mangers should not have facial hair. The most common reason is, “facial hair indicates that you have something to hide, and therefor can not be trusted.”
Once a lack of trust has been established, it is then easy to say that your sales would suffer as well.
However, is this true? Does facial hair really say that about you, and more?
You have clients that will absolutely not buy from you on the first visit. In a world that demands a “one stop close” this can create a lot of stress for you and your client. That stress is unnecessary, and unproductive. In this post you are going to learn exactly how you can win the sale on the follow-up.
First, I need to tell you about Bob Connelly. Bob works at Abacus Plumbing, Electrical and Cooling, and he has been a friend of mine for several years. Bob did a little over $600,000 back in 2013. That year I asked Bob to speak at one of our training sessions. He spoke about many things related to sales and service. But this is what he said that got everyone’s attention:
“I make about 30% of my sales on the follow-up. (He looks at his cell phone to check his numbers.) Let’s see, I have closed $213,000 of my $600,000 last year on the follow-up.”
A room filled with Plumbers, HVAC Techs, and Electricians all wanted to know:
“How do you do it!?”
True story! I have been married going on 16 years but it almost didn’t happen.
There were major objections given and had I given up after the first no, or 3, we wouldn’t be together today.
My wife, Stefanie, had serious reservations about giving me the YES!
You want to be a genius in the eyes of the client. Think about it! Who doesn’t want a genius doing the diagnostic on her air conditioning system or plumbing system?
However, “genius” is not how most clients would describe the HVAC Tech or the Plumber. Most clients look at the tradesman with suspicion. They wonder secretly to themselves, “Does this guy know what he is doing?”
That’s a shame too, because a great diagnostic statement could answer the client’s questions, and set you up for success.
Technicians probably don’t even know they are stealing. Some may know but don’t care. I’m going to share with you how a dirty service vehicle steals from your techs, clients, and the business. Related: 6 Ways to Prevent Side Jobs
When I was working with a client of mine we uncovered something. I looked into the service van and saw clutter everywhere. I posed this simple question to him.
“Did you know that your dirty and unorganized service vehicles are a big thief of time and ultimately money?”
As a service business owner the two biggest expenses we control on a daily basis are:
- Technicians Labor
You are going to have to work with irate women. It is part of the service business. You can’t make it through your career without coming face-to-face with at least one woman that wants to do serious harm to you. The real question is, “How do you win with an irate woman?”
I’m going to give you some practical tips on how to win with irate women, and I’m going to wrap it around a real life story. (This story does have an irate woman, but these same tips would work for an irate man.)
The Fire Breathing Dragon
The irate woman’s name was “Kathleen,” and she was pissed from the moment go! I met her while on a ride-along with a plumbing technician in Maryland.
In normal everyday life, I bet Kathleen is pretty nice. But on the day I met her, she might as well have been a Fire Breathing Dragon.
Some people think they need to be a jerk to be a superstar. There are plenty of examples of big producers that are also big jerks. However, there are some ugly truths about these superstars that you may not know.
I’ve spent my career working with and building technicians and salespeople. During this time I have worked with some real egotistical superstars. Their attitudes can be some of the worst on the planet.
Yet, these superstars produce, so they typically receive a lot of grace from the owner.