Leads are a key component to gaining larger average tickets for an HVAC, plumbing, or electrical independent contracting company.  But there is some “behind-the-scenes” work that needs to be completed before a customer is open to taking a look at a larger potential investment.  Some of the work is very straightforward simply because of the technical nature of the call but other aspects require more training in order to learn how to create the greatest potential for setting a lead in an HVAC, plumbing, or electrical independent contracting company.  The “behind-the-scenes” work includes:

Presentation– From the moment that a technician pulls up to a client’s home they are beginning their presentation.  The way that a technician carries himself and handles situations sends a message to the homeowner about the HVAC, plumbing, or electrical independent contracting company as well as the attributes of the technician.  Using floor protection, looking neat and clean, as well as having a clear presentation of steps shows the homeowner that the technician cares about his image as well as the company’s image.  When a customer is comfortable with the technician and the independent contracting company then they are more likely to invest in the service needed.

Thorough diagnostic– Service technicians have a great advantage when it comes to setting leads while on service calls because the client knows that it is a service technician’s job to find problems and potential hazards in the system and present solutions. What the technician has to remember is that it is also their job to properly explain the diagnostic evaluation that they have documented, visually show the client the problem, and properly explain the repercussions.  When client experiences a sense of urgency and a desire to get their problem fixed with the best solution, then they will be willing to hear all their options.

Investment comparison- Comparing the cost of replacement versus repair on a system is a technique that must be trained and practiced.  When a technician has the ability to compare the investment options on paper for the homeowner to see in an easy and upfront manner; it continues to build rapport and gives the homeowner an analytical way to compare their investment options to best suit their financial situation.  Having the ability to write out a cost comparison is a lead skill that speaks for itself inside an HVAC, plumbing, or electrical independent contracting company.

Leads are a vital part of every plumbing, electrical, as well as HVAC independent contracting company.  It is wise for every HVAC, plumbing, or electrical independent contractor to revisit their team’s lead setting skills through each team member’s presentation of self and the independent contracting company, diagnostic clarity and thoroughness, and skills at writing cost comparisons.  Service Excellence Training has great resources and training material on lead setting so let us walk with you through the process of growing, learning, and training on lead setting in your HVAC, plumbing, or electrical independent contracting company.  Thank you for following our weekly posts. Here at Service Excellence Training, we turn learning into earning!

-Resource curated by Whitney Stewart of Service Excellence Training.