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Practice Makes Perfect

By Service Excellence Training Practice Makes Perfect

In this episode of Windshield Time, hosts Chris and Chris talk about practice and practicing one’s craft for service technicians, installers and the like.

How do you practice technical skills?

Practice anything that has not been performed in a while or if the methodology or technology has changed for the particular task. If there is something that hasn’t been done in a while, practice until a desired level of comfort is reached. Make time within your schedule for practice. It’s easy to put practicing off as less of a priority over other work but carving out time for practice will certainly pay off in the long run.

What does practice look like?

Don’t grab the bull by the horns. Start off with something simple that helps ensure mastery of the core fundamentals of your job. If there is something within your particular role that you have never thought about before meeting the customer, you’re not going to know what to do when you have to explain it to the customer. This is an excellent subject to try practicing as it will help you explain the job more confidently to the client.

4 Stages of Information

  • General- What a thing is or does.
  • Circumstantial – Why does someone need this thing?
  • 3rd party – Proof that someone needs the thing and why they need it based on research.
    • This research can come from consumer reports, online research and market trends.
  • Conclusive – This thing has happened or will happen, and you can prove it thanks to the research done looking for 3rd party research.

Write it out if you don’t understand the subject. Practice ahead of any customer interaction.

This is particularly important for accessory items as they are often important but hard to elaborate on at the moment.

Read up on the subject and write it out technically first, then try to write it out as if you had to explain it to a customer. This practice will help you gain mastery of the subject.

Remember: If you can’t explain it to a 10-year-old, then you don’t really understand it as much as you could.

Practice with someone

Practice having a conversation that you may encounter with a customer by recording yourself on your phone or on your laptop. This will help you hone your language for explaining the same concept to your customers. Practice with a friend, family member or colleague, and be sure to accept any helpful critiques they may have. They will be more than happy to help you. Know how to use your software or equipment such as an iPad or any software you use on calls or during home visits.

Keep in mind to master the fundamentals, then move on to more advanced materials. A sturdy foundation is the start of a strong house.

If you would like to see these tips in action, check out our LIVE and online PRESS PLAY classes for a deeper dive into your practice!

 

 

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