Why the Indifference? Customer is standing their ground.


Don't fear change,change fear
Why the Indifference? Customer is standing their ground.

Start taking more upfront time. You’re experiencing buyer’s remorse. The reason the customer is feeling indifference. You arrived, looked at the job, priced it up, started work and collected and left. Badda bing customer has no reason to trust you and wants to call around and check your prices.

Up front time is the time you take to discover stuff out about your customer. It does not necessarily have to be about the plumbing issue, it can be personal stuff. If you’re unwilling to do this be sure you are able to talk to them about their home. Give them tips on how to prevent certain things from happening over and over.

Not everybody can discuss personal stuff. I would propose that you discover how to do this and then become comfortable doing this. My customers know they can tell me anything and frequently do. I can then also talk to them about what is going on in their life or what has gone on in their home in the past. This way I become knowledgeable with their home. They are MY customer and I am their faithful advisor. I understand and know what they want with repairs or replacements, I know what they will spend and how they will respond and react.

Very rarely should you have customer’s that price shop you after the job. Why: there is no reason to do that even though you may be in the top 5% of service providers. What the client receives is overwhelmingly worth more than the dollars he or she has spent in the past with others. Giving excellent service with solving their problems, better than that become fantastic at having people feel great after you leave. Customers do not care that you are a genius. Most of the service providers are and that explains exactly why a lot of plumbers/service providers lose jobs to home centers, handymen and unqualified unlicensed people. That is exactly why people question the prices a lot of plumbers give them before and after the job is complete. That is why people question the amount of time it takes instead of congratulating you on the skill and knowledge you possess. By the way when you lose jobs it is generally due to: things we do, don’t do, things we say, and don’t say. You do not lose the jobs to those other places and people, they do not take the jobs from us, and the job is lost by you. It is much easier to blame other than take responsibility.

Another reason why customers have issues with their service providers is the service provider did not listen or comprehend what they have read or heard. Then they refuse to confirm what they have read or heard. The other day I posted a picture of illegal work from an unqualified person that installed a water heater improperly. In the very first sentence I stated that code required an electrical upgrade that by law requires a qualified licensed Electrical Contractor. In the post was a shameless plug for the electricians company.

A plumber thought it was his business to post I would have at least installed an electrical piece on the water heater. Trying to pound his chest saying you did not do it correctly either. If this is done in a conversation with peers then it certainly happens when speaking to a customer. Here are the problems with the post. The piece was not enough to bring the connection to code, 2nd it as not about that plumber the article was on illegal and unqualified people doing illegal work. 3rd the first post said an electrical contractor was hired to bring it up to code and pull a permit why would a plumber do something with the electric when a licensed qualified electrician would be there to complete the work? Understand what you have heard or read and then make serious suggestions for the solution to the customer. A customer knows when you are not sincere or trying to aimlessly pursue conversation to try and convince him or her to move forward.

I enjoy real life and real world stories that illustrates precisely why our words affect and engage a customer to buy or to send you away. During a recent conversation concerning water heaters a plumber made a statement that she repaired water leaks above an older water heater. As soon as the customer started to write the check to pay for the job the she decided to replace the water heater. This plumber was bragging that she collected the repair and a brand new install of a water heater. In this conversation it was brought up that the water lines would have been included in the water heater install. The replacement heater had to be scheduled for a different day.

My question was simple, precise and concise. Why didn’t you present the replacement heater and repair at the same time and do they both that day? Next thing I knew this person responded by saying they do not use trickery and will not push a customer into making a decision. Nowhere in my question is an accusation of trickery or pushing anyone into a purchase. Nowhere in her response is acknowledgement that both the repair and replacement was given to the home owner.

This is an indication that service providers react versus thinking about a response. Then becoming defensive with their customer and over reacting. If a service provider becomes defensive like this with peers they become defensive with their customer and over reacting is normal. How you react is your history and what you practice, you are in real life. It is that simple.

What this service provider did was not wrong, the majority of service providers provide this kind of service to the majority of customers. It is what many of them were taught and have passed from 1 company to another. You learned from Joe who learned from Charlie who learned from Jim who learned from so and so. It is the way business is run and has run for many years.

Decide today to start a different process with your clients. Give them the best that you can give and start servicing your customers. You should be the best servant possible while giving the gifts that you have to the customer. These gifts are communication, smile, happy to be there with him or her. Start giving the customer real deserving solutions to their problems that prevent possible problems in the future. It is within your power to provide this to your clients

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About practicebetterbusiness

Author of Outside the Business Box: All about Sales Build a better you and increase your earning potential

Posted on September 24, 2014, in electrical sales, How to sell HVAC, How to sell plumbing, HVAC sales, practicebetterbusiness.com, Selling HVAC, Selling Plumbing and tagged , , , , , , , , , , , , , , , , , , . Bookmark the permalink. Leave a comment.

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