Myths abound in the home services industries of HVAC, plumbing and electrical. When technicians are approaching the customer experience with myths about the industry on their minds, they can’t successfully provide fantastic service. Once you believe one misconception about your service or your customers, it’s a slippery slope to believing all sorts of things about your industry. Here are five common myths about the home services industry.
1. It’s Different In My Area
Regional work experience does affect which products you may be able to successfully push, but it’s not an excuse to stop trying. Most areas believe their weather is especially finicky or their allergies are especially unique. When it comes down to it, every area is going through a variation of the same service challenges.
Therefore, you need to adapt your approach to address the needs and concerns of the customer in your specific region. Companies across the world have to deal with similar problems. You just have to find the approach that works best for your region.
2. I Know My Customers Don’t Want That
Many technicians can’t rise above the assumption that their customers simply don’t want more options or additional services besides the bare-bones task they called for in the first place. How do you know that? How do you know for sure that they don’t want it unless you ask them?
Don’t let one or two customers who say no affect your service behavior for the entire community. If your customer doesn’t want it, do the work to change their mind! Keep trying for all of your customers, even if a select few don’t want it.
3. They Don’t Want To Spend Any Money
Your customers have to spend money. They buy groceries, cars, clothes and pay for their lives. That’s the way the world works. If your customer doesn’t want to spend money, it’s because they don’t know why they should yet. If they need to spend money, they will.
You’re the one who needs to show them what they’re getting from their investment. What will that product do for them? Why will this investment save them money in the future? Connect the dots for them so they understand why they should spend the money – increase their awareness and value for your services.
4. They Just Want A Fix, Not Extras
Obviously, your customer expects you to fix the thing you were called to fix. However, you can’t assume they ONLY want that specific service. Yes, you need to perform the repairs you were called for, but you also have a duty to make sure the system is in working order and no surprises are lurking around the corner.
Remember the 3 Ps: Problem, Possibles, Prevention. Most customers want their homes to be repaired, but they don’t want things to keep breaking! Spend time assessing the system’s health, explain why you need to evaluate the entire system and provide solutions for things the homeowner was not aware of. Don’t assume that every customer will refuse other services. Customers are reasonable when you communicate effectively and build trust.
5. I’m A Technician, Not A Salesman
You are 100% right – if you worked in this industry 50 years ago! In this modern day, you have to be more than just a technician. You need to genuinely believe that your knowledge and experience can help educate and inform the customer so they can have a better experience at home.
If you don’t understand the person you’re dealing with, you won’t last long. You may not be a classic salesman, but learning to sell customers the services they need is an integral part of your job. You are a salesperson, too.
Let’s Bust More Myths!
The Service Excellence coaches have been around the block a time or two. That means we know the pitfalls of our service industry and exactly how to work free of harmful misconceptions and falsehoods. Self-awareness is where learning starts. Learn how to be clear and confident in your service today by taking advantage of our resources! And remember, on our team, we IGNITE THE POWER WITHIN!
