What is your level of expectation when you talk to people during your service calls? Do you expect things to go well?
From the moment they greet you for the first time, be it over the phone, at the front door, or in the purchasing office, when you’re projecting a positive level of expectation, it is clearly apparent that you expect to get along with them, that you expect them to cooperate, that you expect them to listen, that you expect them to believe you, that you expect them to want their problems resolved, that you expect them to be decisive, and that you expect them to buy from you. In fact, speak to them as if that were the case, even when it isn’t.
The Three ‘Yous’
Say there are two types of people. One is the engineer, or farmer, or do-it-yourselfer, or a know-it-all, who is very argumentative, rude, and demanding.
Don’t these people get on your nerves? Do you think there’s any chance it shows when people get on your nerves? Sure it does.
On the other end of the spectrum, we’ve got the sweet, elderly couple who greets you warmly into their home, offers you coffee and cookies, and hangs on your every word.
If we were watching you relate to these two different types, we’d see two entirely different “yous,” wouldn’t we?
Let’s add a third type of person. This third type of person is your own grandmother, or parents, or brother, or sister, or a very close personal friend who holds you in high esteem, and has asked you to come over and look at a problem they’re having with their HVAC system.
If we were watching you relate to one of these people, we’d see yet a third “you,” wouldn’t we? This third “you” would be the most calm, comfortable, relaxed, confident, and authoritative “you.”
What if you had the self-discipline and composure to talk to that first person, the argumentative know-it-all, the same way, with the same level of confidence, personal comfort, and authority, that you did with your grandparents or very close personal friend? That would be better, wouldn’t it?
There isn’t supposed to be any doubt in your mind that they’re going to buy from you. You’ve got to brainwash yourself by affirming, “Everyone always buys from me.”
SOME PRACTICAL ADVICE
Whether you’re running a sales call or a service call, prior to writing things up and quoting the price, do enough disassembly to where it would take you a good 15-20 minutes to put everything back together and pack up your things if you got a rejection. Sometimes, when you get a rejection, and you’ve done a little disassembly, those 15-20 minutes are all they need to get over their sticker-shock, face the reality of the situation, calm down, and decide to buy from you. I’ve sold a lot of jobs in which the fact that I was already set up to do the work was the one thing that pushed them over the edge and got me the sale.
Why wouldn’t you be all set up and ready to work prior to quoting prices and obtaining authorization to proceed? Is it because you think they’re not going to buy from you? That’s projecting a negative level of expectation, isn’t it.
Don’t ever say, “If I do this for you …”, say, “When I do this for you.”
Why wouldn’t you be all set up and ready to work prior to quoting prices and obtaining authorization to proceed?
When it appears that the call you’re running sucks, you can make sure it sucks, can’t you? If you’re going to run the call, at least give them every opportunity to buy. Project a positive level of expectation no matter what!
No matter what neighborhood they’re in, no matter how their house looks, no matter how they look, no matter how they’re acting; whether or not it seems like they’ve got money or are even interested, always do a complete inspection and make a list of every single deficiency you see that you have the ability to improve, in order of priority, and then, go over it with them.
Even if they’ve already told you that they have no decision-making authority, speak to them as if they do. One way or another, they’re still an “influencer.”
When you’re having a bad day and you’re headed to your 2:00 call, remind yourself that the person you’re about to see doesn’t know that nobody’s buying today.
CHARLIE GREER is an award-winning service technician, salesman, and sales trainer. He was recently named one of the “Most Influential People in HVAC.” For information on Charlie’s sales training, and to sign up to receive a monthly sales tip via email, call 1-800-963-HVAC (4822), or visit www.hvacprofitboosters.com. Email Charlie at [email protected].