What residential clients crave above all else!
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KickStart: Develop step-by-step, written systems to CONSISTENTLY deliver the same client experience. Then verify your techs are following these procedures.
We’ve been diving deep into how to A) convert 1st time callers and B) warmly welcome back your loyal past clients! Remember…
Success in the residential services industry is all about programming in Positive Moments of Truth and your employees CONSISTENTLY delivering them!
🗝️ EXAMPLE: Think of your employees as actors in the Home Front Service stage play you have scripted and are now directing.
Of course, skilled stage actors are encouraged to be creative, to “sparkle” and to add their own personality to the play. However…
Every one of your actors (employees) MUST “follow the script”! Why? Because above all else...
Your residential clients crave a CONSISTENT SERVICE EXPERIENCE!
NOTE: Numerous residential customer service surveys reveal that homeowners much prefer CONSISTENCY between employees instead of a superstar technician one time and a total dud tech on their next service!
Our shared industry challenge? Every home service business has techs scattered all around the city while performing multiple services on constantly changing stages to a constantly changing audience.
OUCH! 😱 My past PTSD from 20 years down-in-the-trenches on the Home Front is kicking in just thinking about it!
REMEMBER: It’s not just your in-home techs. You must also script your phone reps and CSR’s lines to CONSISTENTLY convert 1st-time callers into booked clients! But NO FEAR! Help is available …
Please consider my Winning Over Callers at Higher Prices! course. You’ll receive 80 pages of our HFS phone scripts and systems in Microsoft Word to easily adapt them to your company!
Honestly, I’m getting goose bumps (not the good type) just thinking about the challenges you face directing your Home Front Service stage play. So let me share some residential directing tips…
1. Insist on tech CONSISTENCY! Remember that clients will judge their current tech based on the expectations your company (and their previous tech) set on the last service call.
This means you must develop a written “Business Infrastructure” (this is what HFS is all about!) plus…
2. Verify tech CONSISTENCY. Your challenge? Techs are human (“Are you sure about this, Steve?🤔) and we all tend to create our “own little kingdoms”. Now, I encouraged initiative and creativity in my cleaning and restoration business… up to a point.
However, this “unbridled creativity” leads to “entropy” which simply means everything in the universe (including your tech’s work routine) tends to slide downhill. Translated? Left unchecked techs cut corners and yes, repeat customers WILL notice as in…
“Hmmm, this new fellow skipped that first step Bill has always done before. I better keep an eye on him…” And things go downhill from here since no one can withstand the dreaded “Client’s Magnifying Glass”! 😯
So how to verify? I strongly suggest (insist?) that my clients implement a Random, “Just Stopping By” Quality Check Program. Here’s how it works…
When you (or one of your managers) are near a residential job in progress just “stop by”. Is the truck parked properly? Is it clean? Is the truck interior clean and organized inside?
Then make sure your photo ID badge is visible, introduce yourself to the homeowner with, “Hello, Mr. Jones. I’m Steve Toburen with Sunrise Services and I’m just stopping by to see if Sam or Bill need anything.”
Stroll into the work area unannounced with a cheerful, “Hi guys! How is the job going? Can I bring you any supplies?” (Heck, on a hot summer day I’d even bring my workers a couple of cold Cokes!) However, you are also silently casing the job site.
Does it meet your written job site set-up standards? (Do you even have anything in writing?)
Is the proper protocol being used in the correct order? (Do you have protocols?)
Is there work being done that is not on the work order? (Alarm bells should go off in your head!) ☠️
NOTE: If this Random, “Just Stopping By” Check goes well you (or your manager) compliments the workers on specific items done well, reminds them if anything needs to be improved on, hands them 20 bucks cash and says, “Lunch is on me, guys. Keep up the good work!”👍
3. Enforce tech CONSISTENCY. In other words, you must hold your techs “feet to the fire”. So…
Let’s focus on enforcing CONSISTENCY going forward! 😁
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