Recently I’ve written on why taking the time to ask customers questions to better identify their situation is a must for every service just like focusing on customers’ benefits and not problems also being the best communication approach.
So today I’d like to combine these into an example where both your business and your customer can experience a win-win situation just through following your processes.
Let’s say you run an electrical business and you’re about to experience a busy period of annual complementary inspections.
It’s therefore important to take some time to look into your inspection process to see if it covers everything you need it to, plus to also ensure your technicians are fully prepared and confident in executing this.
As a manager you need to be proactive here and reach out to product suppliers for not just stock levels but importantly for marketing material.
Suppliers generally have professional flyers, product sheets or even websites loaded with item information and asking for this material to be delivered to your business before the surge in inspections is a great way of assisting your technicians without it affecting your spend.
With inspections your technicians will be building relationships with the customers, and this comes back to earning their trust.
Every inspection must be treated as completely unique and so following every step of your checklist is a non-negotiable.
It may be during the inspection your technician identifies solar roof panels and asks the customer about their interest in energy saving products whilst referencing these panels.
When the customer says they are interested, this then is a great chance to inspect their water heater and see the age of it.
If the heater is five years or older, you can then begin to talk to a customer about the further savings they could benefit from with a new, highly energy-efficient model.
This is where having the marketing material from your suppliers then becomes so useful for your technicians.
Your tech can continue asking a customer questions about their situation whilst focusing on benefits (lower energy bills, better performance) instead of negatives (your system is getting old, electricity costs keep rising) but they can also say something like this:
“There are a couple of different models which would really help you benefit from lower energy costs, I can actually give you a brochure on them if it would help you?”
Here you’re not even going out of your way to create the advertising, you’re just further developing trust and communication with the customer and then using a supplier’s material to assist.
You then create a chance to follow-up with the customer about a new water heater and all of this has been based on starting to know the customer and their needs instead of a random immediate hard sell.
Be proactive in reviewing your processes and relationships with suppliers whilst ensuring technicians follow their checklists and maximise the win-wins you’re creating with customer service.