How to handle the inquisitive customer

“Why is this person trying to trick me?” That question gets played out in technicians’ heads every day. It doesn’t apply to just local technicians, either. I have heard this same question from Techs from East to West Coasts. Let’s talk about how to turn this situation into a great experience for Tech and the Customer!  RELATED – Is it a lie?  The “I want to think about it” sales objection.

Today’s post is written by Mack Chambers. He is a service manager for Clockwork Heating and Cooling in Athens, GA.

The biggest part to making these calls easy and enjoyable is understanding the customer.

There is a vast misconception that they are trying to trick you or don’t trust you. Let’s be clear, if you don’t work with the customer in the way that fits their needs, you actually will have that happen. You’ll break their trust completely.

Here are 3 ways to ease the minds of both customer and yourself:

#1 – Don’t Be Offended

You’re not alone when you get mad or frustrated. After all, you’re the professional and you feel like your integrity and knowledge are being called into question.

Bad news, you’re partially right. This customer is, without intention, testing your knowledge.

Good news, all you have to do is answer their questions and show your professionalism. Don’t be offended, they just want to know more than the average bear. (Tip: When you think you’ve given them enough information, give more.)

#2 – Be Patient, and Make the Time to be Patient

“Mack, I’m running 10-12 calls a day! I don’t have time to be patient!”

You’re absolutely right. If you give a total of one hour to each call at that volume, you will work at least 12 hours that day. I am in your corner and I know that is stressful.

If you don’t have the time for your customer, then you will be overwhelmed with calls.   However, part of being great at what you do is investing time in the customer. This customer needs your time to unpack your solutions and options.

There are times when you will run far too many calls per day, but the ideal situation is that you always have time to be patient with your client.

#3 – Be Your Best

I can see the difference in my professional career as a technician between the time I didn’t practice this mentality and the moment I changed my mentality. At a very early point in my career, I got tripped up easily and got frustrated a lot.

This changed when I found the right mentors in life and learned how to put myself in the customer’s shoes. Now, these customers are my favorite type of customer.

Why? Well, some think I’m crazy, but these customers allow me to show my knowledge off. This is my time to break out all that technical knowledge I have spent nearly 17 years acquiring! You are the professional. Be the professional.

Professionals didn’t stop learning when they left technical school. They learn all day, every day and always will. They don’t see this as just skill, but as attitude. They better themselves constantly in all areas of their life. (If you want to know more about this, then you should attend the PRESS PLAY Training Series.  I did, and it has been huge for me!)  PRESS PLAY Training System – CLICK HERE

Here’s the most important take away from all of this-

YOU are the key to making the experience great!

Train, learn, grow and, most importantly, APPLY it all! We need you out here, and YOU are important and valuable. Never let anyone tell you otherwise! Until the next post, keep it cool!

Question: How have you handled the inquisitive client? Share your answer on , or .

about Mack Chambers – I am a husband, a father and a Christ-follower. I have nearly 17- years of experience in the HVAC Industry. I am GA State License #CN210666 and I am the Service Manager at Clockwork Heating & Air. My goal is to help other technicians realize their full value and create successful experiences in their careers.  You can follow me on Facebook.
The PRESS PLAY Training Series