The Door Is Opening- Now What?

Win trust fast with a 5-step doorstep script. A clear intro sets the tone, builds confidence, and gets jobs started on the right foot every time.

Is Your Team Blowing First Impressions at the Front Door?

KickStart: Train your techs to follow a simple 5-step Doorstep Introduction Sequence… with every first-time residential customer.

Question: Do you and your residential services team have a solid Doorstep Introduction Plan? Trust me—the first two minutes (or less!) after you ring the bell are make-or-break!

Sioux and I silently analyze service techs that come to work in our home. Honestly? It blows us away at how few introduce themselves properly.

These poor techs are nice guys and might be fantastic at the technical side of the job, but if the first impression is off, the whole visit starts on shaky ground.

And yet- it’s usually not the tech’s fault. Instead, they are clueless about the “Emotional Dynamics” of working in a client’s home! Are you as a residential services provider cringing just a bit? 😢

If so, great! When you send your techs out without a solid Doorstep Introduction Sequence (DIS) you are “feeding them to the lions”! 😡 Such a shame because…

My super simple DIS is a simple 5-Step Introduction System. This DIS is easy, it’s professional, and it sets the tone for the entire job.

NOTE: These steps are especially important with a 1^st-time customer for the tech. If the employee has developed a professional relationship over time with a repeat client this initial exchange can be more informal. (But these DIS principles still apply.)

Let me set the stage. Your tech(s) 1) arrive on time, 2) park in the street (if possible), 3) leave their sunglasses in the truck, 4) do NOT walk across the grass and are now at the front door.

NOTE: We’ll cover these arrival steps in a future KickStart.

Heck, your company is already ahead of 90% of your competition and your people haven’t even met the homeowner yet! Your tech takes a deep breath because it is now SHOWTIME! 🍿🎥🎬

1. Ring the bell and take two steps back.
Give the customer space. Nobody likes opening the door to someone standing right on top of them.

NOTE: No need to use your tape measure but 4 to 5 feet is about right for the lead tech. Other team members should be visible, down one step and behind the lead person.

2. Smile and make eye contact.
Sounds basic, but you’d be surprised how many techs won’t look their client in the eye. And yet if the tech doesn’t confidently meet the client’s gaze, they send the subliminal message that they’re unsure of themselves and may even be incompetent!

💡Remember, people buy confidence, comfort and trust before they buy service.

NOTE: I get it- looking someone in the eye is tough to do when you’re a bit intimidated! (This is WHY your people need customer service training and orientation!)

3. Introduce yourself clearly.
This is not rocket science. Look down at your clipboard, 1) greet them by name, and give your 2) first name and last name, 3) company, and 4) why you’re standing there! For example…

“Hi, Ms. Smith. I’m Sam Johnson with ABC Heating. I’m here to check out the furnace you called about.”

4. Hand them a business card.
It makes your tech look sharp and gives them something tangible to hold on to.

5. Introduce your partner or crew.
Use names and explain their role in the process: “This is Sarah, she’ll be helping with the equipment setup today.”

Simple, right? But here’s the kicker—very few techs actually follow it. And that’s where you, as the owner or manager, need to set the standard. Post this sequence in your office, tape it to the dash of every truck, and role-play it during team meetings.

And don’t forget—you’ve got to lead by example. If you’re out in the field, you need to follow my 5-Step DIS too. Show your team that this is just “how we do business.”

Because here’s the bottom line: this clean, confident 5-Step Doorstep Introduction Sequence gets the customer nodding “yes” long before your tech even touches a tool.