The "What and Why": Turning Everyday Techs into Trust-Building Machines
Stop your techs from acting like secret agents! Discover how a quick in-home demonstration builds trust, earns 5-star reviews, and creates loyal clients.
KickStart: As your tech starts their work explain to the homeowner WHAT they are doing and WHY this step is important. Read on to discover how to implement W/W…
Look, I’ve built (and sold) enough residential service businesses to know one absolute truth: the average homeowner has no clue what constitutes a “good job.” Seriously.
Whether you’re unclogging a drain, balancing airflow, cleaning their carpet or spraying for ants, you can take the next paragraph to the bank…
🗝️80% of how a homeowner judges your work quality (and their online reviews of your company) will be based on how they FEEL about the tech(s) doing the job!
IF the above is true, why do techs act like secret agents in customers’ homes? They sneak in, do their work in dead silence, and sneak out. And yes, this sad scenario is happening far too often now in your company! 😯
If so, you are blowing a massive opportunity! When your techs (or you) get face-to-face with a first-time residential client, there is a golden opportunity to give them my “what/ why”. (W/W) Think about it…
A nervous, unsure homeowner will be on “high alert” at the very beginning of the job. So, if your tech does a friendly, quick in-home demonstration while they work it pays off big time because…
1) The tech is displaying personal interest in the client while establishing a professional relationship plus…
2) They can define and educate the homeowner on exactly what a “good job” looks like. Yep, YOU get to establish the rules of the game! This is HUGE! 👍👍 And yet…
Here’s the crazy part: Most technicians are terrified of talking to the customer so they basically ignore/ avoid them! The is very sad because…
Your quality, hardworking but clueless tech is leaving money, client trust, and many five-star reviews sitting on the table! 🥹
Therefore, your mission is to orient and train your crew to 1) build relationships, 2) educate the client which will 3) transform homeowners into raving Cheerleaders for your home services business! (That was a real mouthful of a 31-word run-on sentence!) 😁
🗝️ How do you get started? Simply give your techs a few simple, practical “opening lines” to use when they begin working.
Let’s look at a few in-home “opening lines” and demos for some home service trades…
Plumbing: “Mrs. Jones, do you see how I’m using this video inspection camera? This lets me look deep into your main line to get the exact location of the blockage. It’s important we clear it completely because...”
HVAC: “Mr. Smith, notice I’m using this dual-port manometer to check the static pressure in your ductwork. We need to make sure the airflow is perfectly balanced so that...”
Pest Control: “I’m applying this specific granular bait around the foundation right now. Notice how it targets the nesting areas? We use this approach because...”
Carpet Cleaning: “Mrs. Green, you’ll see I’m gently agitating this pre-treatment to work it into the carpet fibers where it will loosen the soil. This extra dwell time means we’ll have much better results when we rinse…”
Got it? Give your team their very own “What and Why” as in WHAT they are doing and WHY it will make for a better job with simple, intuitive opening W/W lines.
BONUS: Once you implement W/W in your home services business, your employee retention rate will dramatically increase. (Techs secretly love feeling like an ultimate expert!) 💖
Even better? W/W will completely transform your customers’ experience AND your ⭐⭐⭐⭐⭐ reviews, which means more profits for all concerned! 💲💲💲