5 Things Techs Hate

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.

1. The homeowner researching while you are working.

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.

2. Client diagnosing their own issue before you get there.

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.

3. The client does not give you time to do the whole job.

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.

4. Clients touching the technician’s tools and equipment.

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.

5. A competitor is there when you arrive or shows up while you are working.

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].

Check out these upcoming classes:

Tech Series

Sales Series

CSR Series

Manager Series 

Owner Series

Subscribe to never miss an episode:



Google Play

Download the Podcast to Listen Later: 5 Things Techs Hate

Get Connected

What SETs Us Apart?

Proactive Business Plans

A proactive business is a successful business. That's why our team takes the time to make sure every client has a proactive, not reactive, business plan. Our strategies make your business run more smoothly and profitable.

Proven Results

Our training services help businesses identify and achieve their key performance indicators (KPIs). Whether it's increased revenue or higher satisfaction rates, our methods allow you to see immediate and continued results.

Personalized Training

Our team of experts works hard to make sure your business gets personalized training. We'll work with your team one-on-one or in group settings to set and achieve your business goals. We develop training based on your goals!

Prioritizing People

We believe that people are the most valuable asset. We strive to provide outstanding benefits, life balance, leadership, and support to our team. We believe in helping people reach their greatest level of growth, contribution and satisfaction.

Success Stories

I've increased my sales from $250,000 a year to over $400,00! This really works.

-Scott Putman, Putman Plumbing

Success Stories

Over $2,400,000 in sales my second year after training with SET!

-Chris Yanez, Selling Tech

Success Stories

I sold $18,867 on my first call after SET's Press Play for Sales event series!

-Jake Pettit, Selling Tech

Success Stories

We have been with Service Excellence Training since 2015 and believe it is an integral part (training, coaching, mentoring) to our overall business model.

-Judy Mueller-Hyde, Director of Operations
Hydes HVAC Company Logo

Trusted By

horizontal red and purpler plumbtite logo
142 Cimarron Park Loop, Ste E, Buda, TX 78610
Join our newsletter
© 2024 Service Excellence. All Rights Reserved
Website by Leadhub