PRESS Before You PLAY – Relationship

On this podcast, Chris & Chris continue the series, “You have to PRESS before you can PLAY”, by discussing the R – Relationship Building.

Building a relationship is key to the process. Even though it comes early in the process, Relationship Building is something you must continue to do throughout the service or sales call. Here are the two main things you must do to begin building a relationship with your customer on the call.

First, recognize the customer’s personality profile. We use the DISC profiles to recognize the key profile traits of the customer and ourselves. Understanding and using these known traits, should allow you to begin observing immediately upon arriving at the home clues as to the homeowner’s personality. How the customer comes to the door and responds to your introduction will begin to help you recognize their profile. Once you recognize the profile, you must adapt your communication to their personality type.

Second, you need a great introduction. There are six distinct points to the introduction:

• Give your name and confirm their name. No anonymous service.
• Confirm the reason you are there by stating why they called you out.
• Thank the customer for the opportunity.
• Make sure your truck is parked in a good place that isn’t blocking anyone.
• Ask if you can enter the home. Don’t assume.
• Ask if you can put on your floor savers. This calls attention to them.

A great introduction has two goals: to show respect to the customer and to allow them to give you affirmative answers. You should frame the steps above into questions like, “Hi. I’m Chris from ABC Plumbing. Are you Maggie Smith?” and “Maggie, I understand I’m here because your master bathroom toilet is running all the time. Is that right?”. By doing so, you get the customer to give you affirmative responses. This makes them feel better about you. Also, by doing these steps, you show respect to the customer and their property.

Building a relationship begins early but continues throughout the entire service or sales call. Master the skills above to begin building a great relationship.

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