Written by EGIA Contractor University Faculty & Marketplace Partners
When We Tell Stories, People Take Action
by Mike Treas
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!”
In our industry we have two terms for technicians. Service & maintenance techs, and selling techs. Typically, we only allow selling techs to sell equipment and service and maintenance techs to do service and maintenance. But shouldn't all your techs be selling techs?
To Succeed Above and Beyond, Techs Need Human Skills
By Brigham Dickinson
The ability to connect and work effectively with your clients without hassle or issues arising is an important skill a home service technician should possess.
As a home service technician, be it HVAC, plumber, or electrician, you will be welcomed to your clients’ homes. Thus, one of your responsibilities is to make them feel as comfortable as possible, as the home is a client’s personal space.
Many years ago I was an HVAC technician and, in my first year, was assigned the task of pressure washing a set of condensing coils on the roof of a grocery store on Capitol Hill in Seattle, an upscale part of town. It was a 90-degree day in late August. To make matters worse, it was a Friday around 4:30pm. I was wet, dirty, tired and I was anxious to get home, knowing full well I had at least another hour to finish up.