Skip navigation
smilingservice.jpg iStock/Thinkstock

Customers Buy You


A mentor of mine said to me in 1992, “Mark, your prospects and customers buy YOU. So go to work on your knowledge, attitude, skills and habits.”

When someone we trust and believe, say a technician that comes into our home or business, says to me, “What I would do is ...,” or, “If it were me, I would ...,” I really listen. Hey, that’s what I said to my residential customers when I was a chimney sweep in my early-twenties. It’s what I said to building owners when I was an HVAC technician in my late-twenties. I spoke in the first person, honestly, authentically and sincerely. What followed was why my close ratio was over 75%: detachment.

Detachment sounds like this: “But hey, it’s your house (or building), you do what you think is best. I gotta go!”  Detachment is an honest indifference. There is no quiet desperation or smarmy manipulation. It’s simply your opinion. It’s the Art of Influence and Enrollment. It’s what you would tell your mother. Hey, who would give a raw deal to their mother?  No one I know.

If you think about it, no one likes to be sold. We like to buy. It has to be our decision. Give me the information, raise my awareness with tact and compassion, offer a few choices, and then shrug your shoulders as if you didn’t care which option I chose. I especially like, “Talk it over with your wife ...,” or, “Give some thought to what makes sense to you. ... I’ll be back in touch.”  Then smile, leave and get back to them in a couple of days. That’s what I like.

Professional persistence is following up when you say you will, via text, email or voicemail (or all three) with that same detachment in your voice. Remind me but don’t stalk me. You are not Ben Stiller, she is not Cameron Diaz in “There’s Something About Mary,” so be a pro. Listen to the nuances in their voice and read their body language. What is the subtle subtext, the unspoken implication?

Sales is simple. TRUST, RELATIONSHIPS, COMPETENCE, TIMING and FOLLOW UP. Build the TRUST by asking open-ended questions and actively listening; Form the RELATIONSHIP by being considerate and flexible; Do your job by fixing it right the first time thereby demonstrating COMPETENCE; When it’s time to ask for the sale it’s a TIMING issue, and by all means FOLLOW UP by being assertive and asking for the sale. Unassertive selling technicians have skinny kids. Five simple steps.

Earl Nightingale once wrote, “If integrity didn’t exist, someone would most certainly invent it as the fastest way to become rich.” He was right.

Remember, customers buy you. Now I need to call my mother ...

At EGIA, we understand that technician communication & selling is one of the most important areas of any contracting company – it drives the customer experience, your brand reputation and revenue. To learn more, and to receive a complimentary technician communication & selling training package, visit

Mark Matteson is an international bestselling author, as well as a founding faculty member of EGIA Contractor University ( His latest book, Freedom from Fat, was published in December 2017.

To watch Mark’s demo video or order one of his books, go to: To book Mark to speak to your company or gathering, call 206.697.0454 or email [email protected]

TAGS: Columns
Hide comments


  • Allowed HTML tags: <em> <strong> <blockquote> <br> <p>

Plain text

  • No HTML tags allowed.
  • Web page addresses and e-mail addresses turn into links automatically.
  • Lines and paragraphs break automatically.