Written by EGIA Contractor University Faculty & Marketplace Partners
Tune Up Your Service Department for a Profitable Summer
By James Leichter
With summer coming, it is important to make sure your company has a few systems and processes in place to get the most out of your service department.
Make sure your service trucks are well stocked with the parts and tools necessary to perform a complete service and perform most service calls in one trip.
A mentor of mine said to me in 1992, "Mark, your prospects and customers buy YOU. So go to work on your knowledge, attitude, skills and habits." When someone we trust and believe, say a technician that comes into our home or business, says to me, "What I would do is...," or, "If it were me, I would...," I really listen.
Success in sales is not about pressure, it’s about performance. Top performance comes from executing a structured not scripted, and planned not canned, effective, efficient, engaging, endearing, educational and empowering process CONSISTENTLY. If a salesperson feels pressure on a sales call, they are either working too hard and/or working on the wrong end of the problem.
What is your focus when it comes to customer service?
Book the call? Get the sale? Get the money? Or, WOW the customer?
I worry that too many companies in our industry are too focused on pricing and profits and not enough on experience and service. We know that booking the call, getting the sale, and making money are important – without them, you have no business. But, those things come as a byproduct of creating a world-class experience for your customers.
One of the biggest challenges I see with contractors is a failure to understand how our beliefs and expectations of the sales function impacts our business success. If a contractor sees the sales function and sales professionals in a negative light, those limiting beliefs will undermine the company’s sales results.