Written by EGIA Contractor University Faculty & Marketplace Partners
The Best Possible Outcome
By Drew Cameron
In a service-based business model, to get the results you want for your business, you must deliver the results, outcomes and experiences customers want for their lives. The better the delivered outcome or experience, the more people will pay, and the better the company will perform.
Jeffrey Gitomer said it best, “No one likes to be sold to but everyone loves to buy.” He’s right. So why do we continually treat homeowners like they just walked onto a used car lot and we need to make quota this month? Stop selling. Your customers today are educated, smart and like to make decisions for themselves, yet we just keep trying to tell them what to do. And they do not like it.
The most successful, profitable, longest-standing, customer-oriented, best-reviewed, and highest-rated residential HVAC companies have a bunch of service agreement customers. This committed captive audience yields guaranteed maintenance (and repair) visits along with the potential of ancillary product and service purchases and future replacement equipment sales.
Change Others’ Behavior By Changing Your Behavior Toward Them
By Mark Matteson
A turning point in my life came in 1982, at age 25. I purchased a paperback copy of “How to Win Friends and Influence People” and kept it in my service truck. I used to read it at lunch. It inspired me to begin listening to audio cassettes -- books on tape. I quit listening to my extensive rhythm and blues collection, gave up the front page of the newspaper and began keeping a journal. I turned into a sponge.
Many of today’s business books talk about the importance of establishing core values in your company. In fact, many business consultants and authors strongly believe that establishing core values is one of the first steps in starting and managing a business. I am certainly one of those people. I believe that your company’s purpose statement and core values are the foundation that everything else is built on.