Your Most Profitable Tool Isn’t in Your Toolbox…
Train your techs to see through your customers' eyes. Improve customer perception, get 5-star reviews, and boost referrals!
KickStart: Train all your employees to work “out of body” by watching their actions through their customer’s eyes!
True confessions time? I LOVED my residential services business! In fact, my love affair with the grand game of business cost me waaaaay too much on a personal level. But that’s a story for another KickStart!
Come on, let’s be honest here! Like me, you LOVE all the “Big Boy’s Toys” that come with running a residential services business. New vans, shiny equipment, fancy tools—I loved every bit of it! Heck, I bet you’ve got a few (cough-cough!) "tax deductible" favorites too!😁
But the industry "secret tool" that let me cash out and retire at 38 years of age?
My home services success was based on a simple shift in how I (and my employees) looked at the job, the client and (most importantly) themselves.
Let's do this exercise together: Make two circles with your thumb and forefinger, then hold them up to your face like eyeglasses. I call this move…
👉 Putting on Your Customer’s Eyeglasses 👓
It’s the concept of seeing the job—not through your own eyes—but from the homeowner’s perspective. It’s a mental reset that helps you and your techs FEEL what the homeowner is experiencing (in reality FEELING) during their entire experience with your company!
Think about it—no matter how great your employees are (and of course you would never, ever hire a “marginal tech”!)🙄 working in someone’s home is still an invasion of their “inner sanctum”.
Yep, even the friendliest, most honest tech can come across to their client as an unwanted guest if they don’t “Put on their customers’ eyeglasses”.
However, great news! When you train your team to “Put on the customer’s glasses,” things start to click! You won’t need to micromanage your employees’ every move, (see my NOTE below) because each one of your techs will constantly be thinking, “How would I feel if this was my home?”
NOTE: Checklists, behavior guides and scripts ARE important! (Heck, my step-by-step training course on “Service Engineering” your techs’ daily actions is essential!)
But when your team starts seeing the world through their customers’ eyes combined with our HFS "Business Infrastructure"? Your techs will automatically do the right thing (almost) every time! 😁
Suddenly, you will have techs who:
1. Drive your service vans like courteous and respectful human beings. Not like brain-dead maniacs!
2. Respect their customer’s Personal Space. For example, after ringing the bell every tech will automatically step back 3' to 4’ from the front door instead of crowding it.
3. Give their clients the Illusion of Control. How? By letting the client take the lead during the Initial Walk-Through.
4. Avoid awkward or negative “Moments of Truth” with these three words. And oddly enough they all begin with the letter “A”! 😁
Bottom line: This mindset shift of Looking Through Your Customer’s Eyes is powerful. It helps your clients feel safe, respected, and in control—and that leads to more 5-star reviews, more customer referrals, and a team you don’t have to babysit.
That’s not just a smoother-running residential services business. That’s a better life for you… and all your employees! WOO-HOO!😎
 | A guest post by
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