MRE-Edition-1-Powerline-2017-REV6-FlippingBooks

detailed every failed item, safety hazard, or enhancement opportunity, it’s time to talk with the customer. This is your

opportunity to build trust and credibility with the customer. So

what’s the best process? Step 1, always take them to the physical location when addressing the item. “Only talk about the

In review: To properly use the HSC • Complete it every time. • Never talk about the problem unless you are standing in front of the problem. • Show them the deficiency and explain why you are concerned and that it’s important this be taken care of. • Show them an example of what it should look like or will look like after you are done…if applicable. • Take every HSC item to the initial quote, with every customer, on every job, every time. • Finally, make sure you spend some time role playing with other Service Professionals or in your team meetings. If you can’t do it in there, you won’t do it out in the field. Start following these guidelines today and you will likely see an increase in your average dollar per sale, with no negative impact to your close rate.

problem, when standing in front of the problem.” While you are explaining why this item is a concern, the visual presentation will help fill in the blanks where the customer’s electrical vocabulary falls short. It also makes it much more real for the customer. Step 2, focus on why this failed item is a concern in very simple terms, and make sure to identify any potential consequences. Step 3, show them an example on the iPad of what this would look like repaired, to code, or enhanced. In other words, show them a picture of a Ground Fault Circuit Interrupter outlet if they need one, show them an image or a real surge protector. Show them a diagram of how the grounding system should look. Always end by asking if they understand. If not, take as much time as you need to make sure they get it. This visual creates a very different experience for the customer and will change the way they see the price. The third HSC best practice is to carry every failed item/deficiency/enhancement over to the quote, with every customer, every time. Don’t ask permission to add tasks to the quote. Start with the quote including the original reason for the call, all items noted in the HSC and any related upsells or promotions running at the time. Remember, you can take items off per customer request. You don’t have to fight and claw about every task, but we do have to offer them. Our job is to make sure the customer makes an educated decision about our services today. Finally, make sure to include financing as a payment option of the total amount, if you take any tasks off per customer request, requote the total and finance the monthly amount again.

POWERLINE® | EDITION 1 2017 25

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