People have reasons for spending money on things they want. A product or service might entertain you, make a hard task easier, give you some peace of mind or save money. In actuality, the buyer is anticipating some combination of benefits from a purchase but isn’t really certain they will be received until it is tried. In our industry, it is the installers who make the sales person’s promises come true.
It’s said that the most important day in the life of a new system is the day it is installed. We know that if a system is poorly designed, if substandard materials are used, if installers are improperly trained or inattentive to the details that go into a first-class installation, then very good equipment won’t work well, if at all.
Like anyone else, installers want to do a great job. I’ve often seen them end the day, pause to admire their work, and then speak with pride when explaining the new system to the homeowner. When the homeowner perceives that the installers are pleased and proud, any lingering doubt she or he may have had about their purchase is eliminated.
So what can be done to insure your installers are prepared and enabled to produce a highly-satisfied customer result every time they go out to install a job?
- Create and publish a written or video standard for properly installing each of the type of installation you do.
- Train the installers on how each installation should be done.Make sure the installers have all of the proper tools needed to do the job correctly.
- Work with the sales team to create a clear and detailed list of the information the installers will need to prepare for and execute the “perfect installation”, including prescribed drawings, photos and video.Hold sales persons accountable to 100% completion of this document.
- Create a “perfect job checklist” for installers to review with the homeowner once the job is completed. Have the installer sign it, then the homeowner. Require the sales person to return to the job within two weeks of the installation to review the checklist again with the homeowner and thus verify the customer is highly satisfied. (This is a great time to ask for a testimonial and referral).
- Have monthly contests for the best job, based on photos of the final job and customer feedback. Publicly recognize the installation team and reward them. Also publish this in your company newsletter and post it on your web site and social media.
I hope you don’t overlook the importance of establishing procedures and support for your installation team. In many companies the installers are looked at as being at the bottom of the team roster…I think they should be at the top.
Tom Piscitelli is the founder and principal of T.R.U.S.T.® Training and Coaching (www.sellingtrust.com ). For over 40 years, he has worked with HVAC and plumbing contractors, distributors, and manufacturers with a focus on increasing sales by creating effective customer relationships. Tom’s new book, co-authored with John Sedgwick, Proposition Selling: How to Create Extraordinary Success in Business to Business Sales, is now available. Contact Tom at 1-425-985-4534 or [email protected].