Enforcing “Service Engineering” with Your Techs!!
Want loyal clients? Focus less on “good trade work” and more on delivering a consistent experience—every tech, every visit, every time. That’s what customers remember!
KickStart: You can write the best Home Front Service script ever but if your actors (techs) aren’t following it…
To review: What is the Holy Grail when it comes to delighting your homeowner customers? Blanking out on me? (How many martinis🍸🍸🍸 did you have at lunch!) 😮
Then here is a multiple-choice exercise on what customers crave most from your cleaning or restoration company:
“Good work”? NAH, doing a “good job” is what clients expect! (You get ZERO points for only “good work”.) 👎
Customer service? MEH! Everyone says they give “good service” and again- people expect you to deliver... more or less!👎
"Low price"? These is fighting words for Steve Toburen! As you already know, most callers open with “How much do you charge…?” simply because they don’t know what else to ask you about! 👎 👎 Or one more option…
The same consistent experience on every service call! (Even with different technicians.)
And YEP! The correct answer is… 4! 🎉🎉 And speaking of "consistent calls"...
Check out my Winning Over Callers at Higher Prices! Live Stream seminar. I share dozens of phone systems and step-by-step phone scripts to CONSISTENTLY and DRAMATICALLY increase your phone closing rates- GUARANTEED! Click HERE to learn more...
Years ago, I heard something that stuck with me. In fact, I built my cleaning and restoration business around it…
Homeowners will become loyal, long-term clients of a residential services company IF it provides them with 2 answers:
Answer #1- A SOLUTION 👍 to a problem and…
Answer #2- GOOD FEELINGS! 💖
Deliver Answers 1 and 2 CONSISTENTLY and you will build an extremely successful service business! 💲💲💲It really is this simple and yet at the same time- incredibly complicated! 😯
“Complicated, Steve? Why?” Because the statement above involves people! On one side you have your techs. 🙄 (And the other employees involved in your service delivery process.)
And the other side? Your homeowner clients! 😮 (Cue up the forbidding “Jaws” music!) 🦈 With your techs inside the “inner sanctum” of their home, your residential customers are on edge, nervous, vulnerable and yes, even feel invaded!
Your solution? Program out a smooth, positive, even fun “assembly line” that CONSISTENTLY delivers positive Moments of Truth! Let’s review some basics…
Promise up front. Ponder on and write up your company’s “Our Service Guarantee”! Be very specific on what your techs will do in a customer’s home and how they will treat their clients. Make “Our Service Guarantee” a cornerstone of your marketing. Then enforce it! How? I thought you’d never ask…
Get customer feedback. Some of my clients still give homeowners an old-fashioned, pre-stamped comment card. (You’ll be amazed how many homeowners “don’t want to waste the stamp” and will send it in!)
Of course, you can send this form by email. Whichever delivery medium you choose, I also strongly recommend to my clients that they…Make an Immediate Quality Check Call. (IQC) Do this “immediately” (DUH!) after the tech pulls out of the customer’s driveway! Why? Because IF your client is even slightly miffed you want to head them off BEFORE they get to their computer to post a nasty, surprise 1-star review!
But more importantly, you want to get a more in-depth picture than a simple comment card delivers. Specifically, a) how your tech treated the client and b) to what degree your employee followed your step-by-step Home Front systems? Your CSR will do this with gentle but probing questions. (This sounds like a whole ‘nother KickStart to me!)
WARNING: Your IQC call should never be made by the tech who did the job. Instead, have a CSR or phone rep interview the client while thanking them for their business. Are you an owner-operator? Then have your spouse or even good, old Mom make the call!👍
REMINDER: I recently shared how to do Random “Just stopping by” Checks on your workers in the field. These are essential and of course will hopefully be mostly encouragement and positive tech feedback which leads me to…
The words of famed business guru, Zig Ziglar, have always been a touchstone for me in managing all my employees and especially technicians, “Always be a Mr. Good Finder”!
Yep, just like with your kids you should search for actions you can both a) praise and b) reward. I call this “Positive Accountability” and it will transform your techs’ attitudes and actions!
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