When the teller greets Kramer with a “hey” instead,
Kramer demands his $100. While Kramer argues the
point in the bank president’s office, the president calls
in four tellers to get their opinions. Teller #1 greets
Kramer with a “how you doing?” Teller #2 greets him
with a “what’s happening?” Teller #3 greets Kramer
with “what’s up?” and Teller #4 greets him with a “how’s
it going?”
The point being, when we write a script, we need to
use wisdom in executing it. Understanding is a mental
process where one comprehends the facts. Wisdom is
taking knowledge and understanding how to execute it
through our behavior.
Even though we know that a tomato is a fruit and
we understand what that means, wisdom says that a
tomato does not go in a fruit salad but a vegetable salad.
If the script says to say “hello,” the other forms are okay.
Below is a sample of what I think is a good greeting
when performing an annual tune up. It say’s everything
that needs to be said and nothing more.
Step 1: Get their agenda
Tech: Hi Mrs. Jones I’m _______. Thank you for letting
us come out. I’m here to do your system check.
Ask questions and listen. Some questions that you
may ask:
• Any frustrations or concerns?
• Any thing you want me to look at specifically while I’m
here?
Step 2: Express your agenda and get agreement
• Tech: Let me give you my service agreement talk so
you’ll be comfortable with what I’m going to do. Is that
okay?
• The reason I’m here is to make sure that your system
is reliable, efficient and safe.
• Tech: I don’t expect to find anything but if I find a concern
with something, what I would like to do is bring it
to your attention and then you can guide me as to what
you would like to do, if anything. How does that sound?
• Are we okay on time? Good I’ll be here about _____ and
if I need you, I’ll find you.
What is the bottom line? We talk when we get nervous
and all of us should learn to embrace our own anxiety
and say less and listen more. Say only what needs to
be said and nothing more. Relax, rest and embrace the
silence. This is the evidence of true wisdom. ICM
Roger Daviston is a cognitive behavioral specialist who
helps clients achieve and maintain behavioral change.
His new book The Service Call Blueprint is available on
Amazon.com.
Watch The Service Call Blueprint webinar online.
http://www.rogerdaviston.com/
ICM/November/December 2017 19