This podcast is all about the things that drive technicians crazy. Chris Elmore, Chris Loudermilk, and James Walker discuss ways to handle each of these challenging homeowner behaviors.
To handle this, be honest, upfront, and prepared to answer questions. Make sure that you do not skip value builders. Make sure you explain to the homeowner the why behind the what. Also help them understand the work that goes into replacing a part, not just the cost of the part.
To prevent this issue, explain to the homeowner that a full diagnostic will make sure that the problem they are experiencing is not just a symptom of a different problem. Use the three P’s: Problem, Possible Causes, and Prevention.
To avoid a client rushing you, be transparent upfront with how much time you anticipate the diagnosis taking. Explain the process to the client and why it is important to address the whole issue to save them both time and money.
It can be frustrating when a homeowner starts grabbing tools out of your tool bag. One way to avoid this issue is to leave your important tools in the truck unless you need them.
To diffuse this awkward issue, explain to the homeowner that you want to make sure that you are respecting the other professional. Reschedule an exact time to come back after the other company has finished. If you are working when the other company shows up, politely ask the other tech to come back once you are finished.
Although these client behaviors can be challenging, they can also give you an opportunity to prove your value to the client.
We want to hear from you. Do you have a topic you would like to hear about on The Service Contractor Radio show? Send us an e-mail to [email protected].
Download the Podcast to Listen Later: 5 Things Techs Hate
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