Written by EGIA Contractor University’s World-Class Faculty
The Customer Experience Is Matter Of Mindset And Process
By Drew Cameron
When it comes to a demand repair service or maintenance experience, it is the customer’s mindset and technician’s process that determine the customer's experience.
In this article, we will address the opening of the service visit prior to getting to work with the tools since many technicians shortchange the customer experience by not communicating effectively.
Blood… A healthy living body cannot operate without blood. If you look carefully at the business of contracting, the service agreement acts as the "blood" in our customer retention and marketing strategy by forming deep, lasting customer relationships.
Leverage: How High-Performance Contractors Can Excel, Profit, And Make Customers Happy
By Drew Cameron
The year was 1990 in my family contractor business. The union was picketing our offices and commercial jobsites. We were ’cash-on-delivery’ with all our suppliers and manufacturers. Two builders went bankrupt and stiffed us for over $500K in receivables. The general manager made a bone-headed accounting error on work-in-progress billing that inflated sales by almost half a million dollars (fictitiously). The Yellow Pages did not print our ads in 5 of the 9 books in which advertised. My mom hit my dad with divorce papers. And, the family dog of 17 years, a little Yorkshire Terrier named Cuddles, died.
How do you pick a car for your family? Do you drive onto a lot, tell a salesperson that you need a car and let them choose one for you? Do you trust that they know how you will use the car without even talking to you? Is there an unspoken language that allows that salesperson to know how many kids you have, what sports your family participates in, how long the drive to grandma's house is and how much we want to spend? No.
Have you ever heard someone say, "Nice Guys Finish Last!"? Ever been to a funeral for a MEAN guy? Not too many people attending. I have been fascinated by the topic of leadership for over twenty years. I've read books by championship coaches in sports (Bill Belichick, Phil Jackson, Red Auerbach, John Wooden), in business (Jack Welch, Bill Gates, Steve Jobs, Alfred P. Sloan) and politics (Teddy Roosevelt, Abraham Lincoln, Ronald Reagan).