HFS Core Principle: Goods vs. Services
Most customers don’t enjoy hiring you—that’s why you don’t just sell residential services, you sell peace of mind by fixing problems they dread.
KickStart: 1st-time prospects dread choosing a residential services provider! And let's not even talk about when your tech knocks on their door!
Hopefully I'm “preaching to the choir” with this KickStart! But here goes—running a home services business is NOT the same as selling a product. Think about it…
We don’t sell shiny new toys that people (of all ages) love to buy and possess long term. Remember, “toys” aren’t just for kids. Yep, I’m looking at YOU with your addiction to…
Fishing rods
Flashy motorcycles
Video games
20 year-old Scotch
Hot cars
Fast boats, etc!
NOTE: Check one or more boxes in the above list. WHAT? You say you’re hopelessly addicted to all of them! 😮 You need help, my friend! 😁
Here’s the deal: Instead of the seductive toys above we sell services. And now for the kicker: Nobody ever really looks forward to buying a service. In fact, most 1st-time customers dread hiring us.
Think about it. If I ask you, “What do you sell?” and you answer “plumbing” or "carpet cleaning" or “pest control,” I’ll reply, “WRONG”! 👎These services are the work you perform. Instead…
What you’re really selling is the result of this work—the problem solved, the relief your customer feels, their comfortable routine restored in their home.
Here’s the big picture: people only buy two things—1) goods OR 2) services. Trust me, the buying experience between these two categories is night and day.
Think about it. Which experience sounds better to you?
Buying a shiny new set of golf clubs? (Goods)
Or sitting in the waiting room at the vet with your sick dog? (Service)
Or more graphic yet—consider driving your shiny, new 4WD truck with all the options (Goods) vs. the preparation for and enduring a colonoscopy? 😢 (Service). Case closed! After all…
People LOVE buying goods.💖 They can touch them, see them, smell them, brag about them, and get that instant rush of pride and satisfaction. Heck, even I’m getting all fired up just dreaming about new gear for the truck!
💡Don’t forget, customers can also “pre-experience” Goods during their buying experience in the store. Go ahead, try on those new jeans, watch those new 4K, OLED 84” TV's and yes, test drive those new pickups! WOW... You’re in love! 💕💕💕
But when it comes to services? 😱 Customers are stressed. People dread buying services! Even at the best? Homeowners view you and your techs as a “Tolerated Irritation” because your service is just another chore they have to check off.
Think about when your spouse reminds you:
“It’s time for an oil change.” (service)
“We need to get our taxes done.” (service)
“Kevin needs a haircut.” (service)
“Schedule your… exam.” (service)
Your first reaction? Sigh. 🙄 But more likely? Irritation or even... dread! ☠️
That’s exactly how your customers feel when it's time to schedule your residential services. It’s not a fun shopping spree—it’s something to get through!
And that’s the hard truth about what we do. We’re not selling excitement; we’re selling solutions to problems customers would rather not have in the first place.
💡Your Home Front Success homework: HOW can you consistently deliver your home service solutions in a way that makes clients’ experience easier, less stressful, and—dare I say it— even FUN! 😎 (Extra credit for achieving the above with TECHS!) ⭐⭐⭐⭐⭐
More on improving the consistency of your in-home service delivery (with techs) soon!
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