Do you ever hear these words from your customers?
“I had a bad experience with your company because your guys showed up late for the job and they didn’t do everything that was promised by the comfort advisor. Not only that, the installers did sloppy work, didn’t clean up after themselves, and didn’t explain how the system works.”
If you do hear things similar to this, many times the customer will feel like they are tied to a less than professional company that doesn’t care about them. They will think you just wanted to get in and out, collect the money, and hope you never hear from them again. This is not a very pleasant experience for any homeowner and a legitimate home comfort company is better than this.
So, how do you prevent this nightmare from happening?
- Say what you will do, and do what you say
- Listen to your customers
- Address their comfort, safety, and health issues
When you talk replacement with your customers, you want them to make a relaxed no-pressure decision. An informed and educated customer will typically invest in a better system that has more features and benefits. It is nice when you have a system close to retirement age where it gives you time to properly present the True Cost Calculator and you can discuss the reasons to buy now:
- Age of equipment and maintenance
- Buy at today’s prices
- Start saving on utility bills now
- Quieter and more comfortable
- Peace of mind
Of course, you are still going to have the emotional buys from the emergency breakdowns that happen during the sweltering heat or blustery cold. These are great also, but they will typically lead to lower tickets based on necessity only. Make sure when these happen, you are still going through the value-building steps to ensure a positive customer experience.
Customers want:
- A company they like and trust
- A company where they can feel safe
- Techs who are professionally trained and certified
- Techs who are uniformed and present a professional image
- A business that has written guarantees
- A business that is licensed, bonded, and insured
- A business that offers 24hr. Service
This is a great opportunity to go over your unique selling propositions like Comfort Qualified© and The Tech Seal of Safety©. Give your customers what they deserve and what they desire. You must be able to tell your customers what makes you different in the marketplace.
SGI teaches you how to do all of this through our Executive Perspective class, Success Academy training and our, soon to be released, Master’s Certification Program.
You are going into your busiest time of year. Make sure you are not cutting any corners during this crucial junction in time with your customer. This is where you can become the champion or the chump.
Now, ask yourself: Did I take care of my customer’s comfort, health, safety, needs, and wants?
If you can answer yes to all of these, you are well on your way to a more than satisfied customer and the beginning of a long beautiful relationship.