For years we as an industry have been focused on one main thing; SALES! We have worked harder and harder year after year to drive up the average ticket. So, we trained our team to sell and we got higher price books but, at the end of the day the average service ticket seamed to hover around the same point (usually within $50 of our billable hour). Why is this you say? Well, it’s simple really and it has to do with loyalty from our clients. You see your customer does not care if you’re a Man or a Woman. They do not care if your Red, Yellow, Black or white.
They care about 1 thing; Themselves! That’s right I said it. Your customer cares about themselves.
If this is truly the case, then how can you actually have loyal customers?
Well, it’s simple. Loyalty is based on 3 things. Service, Craftsmanship, and Wow factor. Let me break those down for you.
- SERVICE: Do what you promised you would do. If you said you will be there at 10 be there at 10! In the event that showing up on time is an issue for your team, check out FluidToday.comfor a way to start prioritizing so that you can actually over deliver on service time and time again.
- Craftsmanship: Start working on training your team to do great work again…instead of only focusing on sales. They go hand in hand.
One way to start this is to implement a “Tech Talk Time” in your weekly meetings. If you are unsure as to what this is, you can download it in TNFR’S member area on our website under downloads tab.
Because when work you did looks better and lasts longer it makes for happier customers.
- Wow Factor: Doing something extra WITHOUT Expectation.
On every job you go on you should do something extra for the customer. Example: Bringing up the trash cans, painting covers on the system, replacing Arma Flex on copper lines, etc. Then once you have finished the job tell them/show them what you did extra not before. (a lack of wow factor = customer pricing complaints.)
-Now why do these 3 things make loyal customers?
Easy, because they are all about them! And they lower the customers long-term “cost” which is way, way more important to the clients that you actually want, then the price of services. I do hope this helps get your wheels spinning and as always if we can help please feel free to reach out to the training and tech support department here at TNFR by calling 706-259-8892
To your Success!!!
Matt Koop and Leo Morales