Do you have low confidence? Or, do you have a team member that is suffering from low confidence? Low confidence is a killer to success. The emotional and financial impact of low confidence tends to outweigh talent.
Here are some interesting facts about the hard cost of low confidence according to the Forbes Article: How Low Self-Esteem Can Cost You The Job
- Experts say that people with low self-esteem engage in subconscious behaviors that undermine their success.
- We make assumptions about people who exhibit behaviors of low self-esteem, says Frankel. We may ascribe lower intelligence, even though that’s not true.
The need for strong self confidence in the residential service world is absolutely critical. All positions, from the CSR to the Service Technician must exude confidence to build value, and march through objections.
The impact of low confidence can be financially devastating to your revenue, and to the personal pay of your team members. Not wanting any of you to produce at less than your potential, I have a list of easy to implement confidence boosters.
Christmas is right around the corner, and we all know what Christmas brings with it! Objections! Yes, tis the season for the Christmas Objection. Once a year your client get’s to dust off the old excuses from last Christmas, and bring them out one-by-one. Here are some of the classics you can expect to hear this year:
“Maybe after Christmas” This one is a tried and true classic. It offers no explanation, and no real excuse.
“I just don’t have the time right now. Call after the Holidays.” This one is a Holiday favorite of mom’s everywhere.
“Things are tight right now, call after Christmas.” This is my Dad’s personal favorite objection.
“My little girl wants the Barbie Dreamhouse. I can’t do both.” And of course, no Christmas season would be complete without a tear-jerker. This little beauty is best delivered while “butterfly kisses” plays in the background.
Tis the Season for Christmas Objections, and Tis the Season to Crush Them
You are about to encounter some serious objections, and I want to give you some tools to stop them dead in their tracks.
Service agreements have been described as “the food” of your business. I think a better description would be that service agreements are like “the storehouse” of your business.
A “storehouse” is a place where valuables are stored for the future. Farmers have used Storehouse for years. They put away grain and seeds for the future needs of their family, farm animals, and future crops.
Here are the reasons why “storehouse” is a better description for service agreements:
- Stores future service calls: Companies that complain about low call volume will also have low service agreement numbers.
- Stores future income: With my clients, service agreements have proven to produce over 50% more income per call. See this study from Steve’s Plumbing.
- Stores future growth: A 1 to 3 ratio seems to be the magic number for future growth of a company. What I have found is that if a company has 1/3rd of the yearly calls needed stored in service agreements, than growth becomes easier. As a matter of fact, growth is almost forced upon the company to meet current demands.
- BONUS: It is easier to sell the farm when the storehouse is full.
The storehouse of service agreements is critical for any plumbing, HVAC, or electrical company. Building the service agreements in your air conditioning business should not be hard. A tech should have a clear and easy path to service agreements, which is what you shall find below:
Today’s Show is about how the best and worst ways to handle stress. As a service contractor, whether you are the owner or a service tech, you deal with stress daily. This show will provide you with some of the best ways to handle your stress.
Here are some interesting, and scary facts, about stress as found on WebMD.com
⁃ 43% percent of all adults suffer adverse health effects from stress.
⁃ 75% to 90% of all doctor’s office visits are for stress-related ailments and complaints.
⁃ Stress can play a part in problems such as headaches, high blood pressure, heart problems, diabetes, skin conditions, asthma, arthritis, depression, and anxiety.
⁃ The lifetime prevalence of an emotional disorder is more than 50%, often due to chronic, untreated stress reactions.
Podcast: Play in new window
A classic mistake is to build a training program around the desires of the coach, not the needs of the techs. This happens daily in the hvac and plumbing world, and it is a mistake. The training program you build should be done with the specific needs of the hvac technician or plumber in mind.
I understand you may desire to increase the average ticket of your tech. That makes sense, and an increase is good for everyone. The issue is, “How do you program to get that increase?”
The wrong training program will actually make your averages fall, not rise.
I was reminded of this in one of my recent CrossFit classes. I heard a coach say the following in the middle of a program:
I hate this deload sh*t! It’s too chill for me. I need to get pumped up.