Written by EGIA Contractor University Faculty & Marketplace Partners
Transform Your CSRs into Service Superheroes
by Brigham Dickinson
Growing up, we all dreamed of becoming superheroes.
That dream doesn't have to go away just because we've grown up. Everyone, including your CSRs, can be superheroes.
Think about your favorite superheroes. What do they have in common? They care about people, they solve people's problems, and they go above and beyond the call of duty. These are principles you can put to work in your home service business, starting with your CSRs. Your clients call you with problems, and your CSRs can solve them. That makes them heroes.
Do You Have a Software Problem or Do You Have an HR Problem?
by James Leichter
I have talked with numerous business owners who are disappointed in their software and are looking for a better solution. When I question them on what they hope to get out of new software, they most often talk about problems related to people or business operations, not software. I hear them mostly talking about getting people to follow known policies and procedures. I tell these owners this "You don't need new software; you need to find a way to get people to do what they are told to do."
It's important to remember that in sales, no one thing will work 100 percent of the time. Succeeding in sales is all about doing the very best you can on every call. An important key to this is understanding your homeowners' concerns and minimizing risk for them, without giving away price discounts.
As a selling technician you ask questions to help your customer understand how you can help them. Imagine when you ask your customer, "Who in your home suffers from asthma, allergies, hay fever, sinus conditions or any kind of respiratory condition?" and they tell you all about their son Andrew who has allergy-induced asthma, takes prescription medicine and even uses an emergency inhaler on occasion. You ask her, "If I could help Andrew breathe better, would you want me to?" She says yes.
Years ago, I shared the stage with Sharon Roberts. As we talked in the greenroom, she asked if I had written any books. I gave her a copy of my first book, Freedom from Fear. She reciprocated by giving me her book, Selling To Women & Couples: Secrets of Selling in the New Millennium. In this insightful book, she says, “85% of all buying decisions in the home are made by WOMEN!”