This week on the podcast Chris & Chris finish the PRESS Before You Play series with System Diagnostic or Design. During your system Diagnostic or Design, you have a chance to build great value with your customers by inviting them to participate, being thorough, and letting them see that you know what you’re doing.
Now is your time to exceed the customer’s expectations. You told the customer you were going to go through your safety and diagnostic checklist, so now is the time to do it. Be sure to check and rate everything on the customer’s system and note it on your checklist. Remember that this is your voice after you leave. It’s also the tool you will use to educate the customer on issues and stimulate those issues. Be more thorough than any other company. Let it show through your checklist.
If appropriate, invite the customer to stay with you during your diagnosis and inspection. Most customers assume you want to be left alone to do your work. While some technicians may think the customer may slow them down or be a distraction, this can actually be a great time to build trust and value. The customer will be able to see that you know what you’re doing. You can ask more questions of the customer and learn more about their value points. Be sure to take pictures and videos so there is a good visual record of your work and to use when doing your presentation later.
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