This week on the podcast Chris Elmore and Chris Loudermilk talk about selling the seemingly unrelated items on a call. A customer calls for one of three reasons: a problem, maintenance or a quote. On each of these types of calls you will find items that the customer may not have expected were related to the reason for their call. Chris and Chris talk about how to reset the customer’s expectations in the beginning, how to deliver on those expectations, and how to tie everything together.
As technicians, your training allows you to be very observant when it comes to your customers’ homes. This means that you are likely to come across unrelated issues on your service call that could require attention as well. But if the customer requested a specific repair or issue, how do you bridge the gap between what you were called there to do and the seemingly unrelated problems you have discovered?
In our previous episode of Windshield Time, we talked about when and how to set up expectations about the sales call with the customer. That tactic is extremely important in this lesson as well. When you speak to the customer before starting to repair or evaluate their systems, be completely transparent about the range of checks you will be making.
For example, emphasize that you will complete the job you are there to do, but also let them know you will be checking the other connected systems in the home to make sure that problem doesn’t happen again. The customer needs to know you are looking at different areas in their home that seem unrelated to the problem simply because you are trying to avoid major issues in the future – it’s all to help them! This will allow you to inspect multiple systems and identify any problems that may need repairs or replacements.
Once you have set those expectations with the customer, it is equally important to follow through and do what you said you were going to do. If you say you will check the other connected systems for issues and you don’t, a problem could reveal itself in the future that you could have prevented.
When you do identify a seemingly unrelated problem in the home, record it, record it, record it. Simply telling the customer they have a problem is not enough. You must put your observations in writing, and taking pictures is even better! Fewer people can refuse to believe what they see right in front of them in a picture, and you want to make sure there is physical proof that you informed or advised the customer on their unrelated issue.
You need to make sure you help connect the dots between the task at hand and the seemingly unrelated problems. Are the issues on the same plumbing system? Are they all pieces of the HVAC system? Explain to the customer that while looking for any contributing factors to the main problem, you observed the secondary issues. They are connected on the same system or both problems are caused by the same thing like age.
If these expectation techniques are working for you, come learn some more at Service Excellence! Our team has a ton of advice and experience to share with you that is proven to work every single day. Grow from good to great with our coaches, and watch your success skyrocket!
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