The Customer's Only Call
Last week we successfully completed the graduation of another great group of selling technicians and salespeople into the world of in home service sales. I always feel very blessed and grateful for the opportunity to serve this industry and help the technicians learn, grow, and make a positive difference in the lives of their customers. When a customer receives a great experience by an educated team member, the company will reap benefits in many ways for years to come.
At our recent training class in Tampa, I was joined by two of my great and long term technicians from my company. As I was asking for feedback and a debrief of the school upon returning to our service company, a seven year technician of mine began to speak about the importance he felt regarding the one call per customer philosophy.
I’m a huge proponent of the fact that a customer only receives one call per day from your company. I don’t care how many service or sales calls a particular individual may perform in any given day, there’s still only ONE call for a customer. I’ve got clients that do anywhere from four to four hundred calls a day but regardless of company size, the customer only gets one touch from your company regardless of size.
Seasoned technicians have a tendency to forget this because they’ve been in your system a long time. They are comfortable (sometimes too comfortable) with your pricing and value proposition and sometimes they can let their value guard down and not give the customer the entire first time customer experience that MUST take place to deliver the value in order to gain that customer’s trust.
You must always remember that this is all about the customer and they need to FEEL that you care like nobody else cares. They also need to know that you realize that this may just be another call for your company or your tech but it is THE ONE call and one experience for them.
Yesterday, the lovely Christy and I had a walk through inspection with our awesome builder who is currently creating the home of our dreams for us in Grand Junction. He has eight houses under construction at the same time, so to him this was “just another walk through” I’m sure. However, he “gets it” and he made us feel like this was the ONLY house he currently has under construction…The Chapman Villa!
As clients, we really don’t care about the other houses he’s building (other than keeping his great name for our own home value in tact), but we have tremendous interest and investment involved in our project, which happens to be the first time we’ve ever built a home.
It’s great to see people that really get it and when you can deliver the promise with the highest level of service, your customers continue to come back time and time again!