I had an interesting conversation with a member last week about technician performance.
We reviewed things that are necessary to ensure we’re always looking out for customers’ best interest. One of the most important things, in my opinion, is for the technician to write everything down they see right and wrong with the system by using the System Performance Report or Inspection Forms provided by SGI.
We discussed why this is so important, and the main point was to make sure customers are getting a true evaluation or report card of the condition of their systems—and to see if there is anything that can be done to make them safer, healthier, or more comfortable. We must let our customers know about our products and services; for when they do decide they want a particular service or widget, they will end up calling someone else. Some people don’t want this—and I get it—but the one time you don’t mention, it will be the one time they wanted it done.
To prove my point, when technicians actually do recommend additional options, most of it get done—as long as the customer saw the value and trusted the technician. If they didn’t make any recommendations, there was a 100% guarantee of no additional work. So, I reminded them how important it is for the techs to write everything down and review their recommendations and observations with customers.
After more discussions, I started thinking about why techs wouldn’t write these things down and discuss. From what I’ve observed, technicians have a tendency to remember the rejections and forgot about the approvals.
Some Techs Fear Rejection
Some techs are so fearful about getting a no that they don’t ask the necessary questions, don’t write things down, and don’t explain the facts to the customer.
However, techs need to be aware that by doing this, they are not putting their customers first. It is the technicians’ responsibility to inform and educate customers and give customers permission to say yes or no. However, customers should not be making decisions out of fear or surprise—or not making decisions because they don’t have enough information.
I see the same fears with Club Memberships. Studies show that only about 30 percent of the homeowners will purchase a Club Membership. That means technicians can expect to get at least two no’s for every yes. Once you explain this to the technician, he becomes less fearful about getting a no because he realizes that he will get more no’s than yeses.
Offering Club Memberships is a numbers game. However, the more you ask, the more that will purchase. I don’t expect anyone to use high-pressure sales tactics. They simply must present why this benefits the customer and let the customer make an informed decision.
Don’t Pre-Qualify a Customer
Finally, technicians’ fear may be that they assume that customers can’t pay. Sometimes they will even do work, use a part, and not write down what they used. If you have a weak inventory tracking system, this can easily slip through the cracks and you would never know.
Customers don’t always seem as they appear. The technicians’ job is to report the findings as they see them in their professional opinion. Then, your customers determine what they are going to do, based on the technicians’ reports.
These fears are common, but once you talk through them with technicians, have them role-play different scenarios, and have them get some wins out in the field, they will truly begin doing things that are in the best interest of your customers.
If you need more information on the System Performance Report or Inspection forms provided by SGI, please contact your Client Success Manager.