have a tendency to rush you towards the equipment. If you knock on the door with empty hands, it interrupts their pattern and forces them to use their brain and talk to you, especially if you start asking the right questions. I coached a technician who would pull up in the driveway, exit his truck and walk to the door of his van. As I watched him, it was as if he was getting ready for battle. He would put on his knee pads and put his dust mask around his neck. His 25 lb. tool bag was in hand and his refrigerant gauges were draped over his head and on his shoulder like a shield for battle. He was literally scaring his customers to death. When he changed his behavior and arrived at the door empty handed, started asking questions and listening to the customer, he had much better results. He increased his replacement appointment rate and the replacement sales from his new behavior increased $250,000 in a short six months. This was not the only thing he changed, but it was a major factor in his success. ICM Roger Daviston facilitates behavior change through training, coaching and team building. Get Roger’s free service call strategies and learn how to sell more by selling less at http://rogerdaviston.com. way. The GPS says 20 minutes and if I have a problem, I’ll let you know. Is there anywhere in particular that you want me to park?” That’s all I want you to do. Do not diagnose or get into anything having to do with their pain, problem or system. It is not the time to do this. Connecting briefly with the customer gives you a sense of their emotional state to gauge if are they mad, upset or calm. Do they sound happy to hear from you? I want you to give them a heads up about where you are because it will help them relax and not worry. Then, when you pull up and get out of your truck looking and smelling great, you’ll be ahead of the call. Get out of your truck immediately, without tools. Listen to the customer and have a conversation with them. You don’t want to start working yet. You may take a nut driver in your back pocket, out of sight, but don’t get started diagnosing yet. It is important to establish control in the beginning. The first three minutes of the service call is where you establish control of the process. The customer controls the content, but you are the boss of the process. I’ll say this again—a service call that starts well has a better chance of ending well. If you knock on the door with your heavy tool bag, this implies you’re ready to work and the customer will ICM/March/April 2017 25
ICM March-Apri 2017
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