Platinum Mode at Business Uncensored
The Service Call Lifecycle session teaches contractors to break down the steps required for a successful service call, and emphasize the importance of establishing clear processes for training technicians for consistent results.
Written by: Melody Chaney
Last month, Business Uncensored operated at an unprecedented level of expertise. The insights shared from the stage and the enriching conversations left me wishing we had this twice a year! Although, the work it takes to put it on would have me say otherwise. 😉
If you couldn’t attend, we deeply missed your presence.
While it’s impossible to summarize the wealth of knowledge from this transformative event, I want to spotlight a particularly valuable session.
The Service Call Lifecycle | by Matt Koop
In this session, Matt broke down the steps it takes to run a successful service call, and gave a helpful tool to train your team to keep their platinum mode on by being consistent in your processes on every job.
Pro Tip: If you’re training your technicians verbally, they may retain 70% of that information. Should they pass it on, the next tech might only retain 70% of that. Meaning, your latest tech could operate with just 49% of your original teachings. This is why establishing clear processes is crucial! (For assistance in crafting and executing processes, consider our Freedom Builders University.)
Matt demonstrated what exemplary service calls should look like by walking through 11 processes that make up the service call. He recommends printing and displaying your service call processes in your office or training room. Like so:
Here’s a glimpse at Process #3: Introduction
#3. Introduction |
Follow step 1 in the TNFR Process
● Only the first line at the door ● Gain access while asking fact-finding questions ● Location, history & time ● Take notes of customer’s concerns to build trust and report ● Clarify that you heard them and will address the rest of their concerns ● Complete the rest of step 1 at the area of concern |
Insert a “Breakaway”
● Put some space between you and the clients by telling them you will get some tools and check it out ● Use the phrase “I will come and let you know” |
Clarify how to enter the property
● “Should I just let myself in when needed, or should I knock first?” |
Keep in mind this is merely one out of eleven steps. To access all the Service Call Lifecycle stages, download it at www.thenewflatrate.com/service-call-lifecycle-download and tailor it to your requirements. This tool aims to instill consistency within your company.
Reminder: Please let us know if you need more context on how to train your team and how this Service Call Lifecycle can work in your company.
Familiarizing your technicians with these procedures ensures they consistently deliver platinum-grade service. With well-defined scripts and steps, they can concentrate on understanding customer concerns, diagnosing precisely, and offering impeccable solutions. If you need help or have any questions, we’re here to help.