Written by EGIA Contractor University Faculty & Marketplace Partners
Customer Trust Requires Consistent Performance in Great Experiences
By Brigham Dickinson
As a business owner, your employees are at the heart of everything you do. How they feel about you, and how they perceive the company, can directly affect how they interact with your customers. That means the consistency of your customer service experience depends on how you lead your business, not just your individual employees. If your business is struggling to make sales or bring customers back later on, it could be time to think about how you personally are building the trust your employees have in you as their leader.
Is Your Home Improvement Lender Giving You What You Deserve?
You already know that offering your customers a choice of payment options is essential to a successful business model. But you've probably also figured out that not all home improvement lenders are created equal. Does your top choice of lender offer your HVAC company the above-and-beyond extras that are the mark of a true service provider?
The year has started off in a whirlwind. We’ve had the NCAA National Football Championship, Super Bowl LIV, political unrest in an election year, and it seems winter weather has not showed up yet in most areas of the country. In my travels and phone/video coaching sessions recently, a lot of salespeople feel as though customers are putting off making buying decisions, sitting on the fence, or simply stalling.
You may have your sales routine down to an art, but there's always room for it to evolve to help you achieve your greater business goals — such as a higher close rate or increasing the size of the sales that you do close.
Studies show that offering payment options to your potential customers significantly improves your chances of getting the job, along with growing the average job size, eliminating the need to use discounting as a closing tactic, and reducing cancellations. That's probably not news to you. But the trick is knowing when to talk about payment options. Turns out there are three times that are key to making payment options work for you.
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.