At HFS we're totally committed on pushing forward with this weekly “HFS:KickStart”. Why? Because as a residential services entrepreneur you need two things...
First, to START! But honestly? Even "getting started" even with our brilliant HFS principles, systems and tips can be a challenge. Come on, admit it- you're overwhelmed! (Trust me, I've been there!) This is where my second step, the KICK, "kicks in"! (Forgive me!)🙄
Our goal? To bring you solid, practical resources to implement a vision for making your service business better with each and every HFS:KickStart! (If you want to test out some of our HFS training resources- GREAT! But you don't have to- I'll still help you!)👌🏼
After all, residential service companies must constantly be tweaking themselves into a new, efficient and more profitable version to keep improving and growing.
We hope with this weekly HFS:KickStart (and our growing list of HFS products) to beg, plead, nudge and help you to START implementing the “Timeless Concepts” we preach in Home Front Success! If this doesn't work...
I'm gonna KICK your butt!😮 So, without further ado ...
Here’s my “BIG 3 Tech Training Concepts” for your review…
💡1. Customer Cheerleaders. The single biggest reason I was able to sell my business (BTW, I did NOT sell to a venture capital group!) at 38 years of age and retire from full time business?
My company consistently created “Cheerleaders”, homeowners that sang our praises from the rooftops because they LOVED our tech(s). (Many of our Cheerleader clients didn't even know me... which was great!)
But focus on two key words above- “consistently” and “techs”. I’m guessing you personally naturally make Cheerleaders. Your average tech? Totally CLUELESS! This disconnect leads us to…
💡2. Service Engineering. I eventually realized that every time my techs rang a doorbell on the Home Front the curtain was going up for a new “stage play”. The problem? I had never given my poor “actors” (techs) a script!😥
So, I finally grasped (DUH!) that I needed to systematically “Service Engineer” the entire in-home transaction by scripting out each “scene” in this Home Front stage play. The result?🤔
Our Cheerleader ratio (and referrals) zoomed up dramatically! Before our homeowner clients were (usually) “satisfied”. (MEH!) But once my techs started "following the script" our consistently delighted and sometimes even ecstatic homeowners promoted our services to everyone just because they LOVED our company! 💲
But wait! WHY does “Service Engineering” work so well?🤔I thought you'd never ask! It is all based on #3 so read on...
💡3. The “80% Principle”! As in,“80% of how your residential client decides if it is a ‘good job’ or a ‘bad job’ is based on their RELATIONSHIP with everyone involved in providing the service.”
NOTE: This means your quality work, great equipment and shiny trucks only count for 20% of the total Emotional Cheerleader Equation! SORRY! (I'm not dissing any of these items- all three are VERY important!)
So now your “cast” includes your CSR’s or phone reps, possibly an estimator or sales person plus your office staff! 😯
Of course, I get it. It’s easy for me to jot down my “BIG 3 Tech Training Concepts” sitting here on “Easy Street”. (Is there even such a place anymore?)🙄 In fact, I can hear you now…
“Steve, all this sounds great. But you were doing this what… 40 years ago? Clients today are different- times are tougher and people are just plain nastier!” Guess what? I AGREE! 👍👍
You are correct! The world really has changed dramatically and not for the better since I was down in the trenches! But wait!
Look at the tag line in my signature below. “Timeless Concepts- Today's Tools!" Yes, these concepts truly are “timeless”! Allow me to explain why…
People today (including your customers) are so cynical that when they encounter a “simple act of human kindness” they will trumpet this beautiful Moment of Truth (MOT) to the world!👌🏼 How? I thought you’d never ask…
The internet is our not-so-secret HFS weapon! Today, your Cheerleader customer can, with a simple click of their mouse, share your techs' great MOT’s with 5,000, 50,000 or even 500,000 local prospects for your services!
That's right! This is incredible “word-of-mouth advertising” and it is FREE, FREE, FREE! Can you say ⭐⭐⭐⭐⭐ online reviews! 😁
Unitedly we CAN open a window of (can I say it one more time?🙄) “Timeless Concepts” using "Today's Tools" that in turn will create targeted training, support and resources for Home Front entrepreneurs!
Thank you in advance for trusting Matthew and me enough to open and read our HFS:KickStart every week! The result? You and I will START transforming YOUR residential services business! (And just maybe even your life?)
Together, let’s “git ‘er done”!🎈🎊🎉🥳 Till next week...
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