MOVERS&SHAKERS
You almost certainly know much more about
your trade than the homeowner you are speaking
to. But always listen before you start telling them
the answer. That’s for several reasons.
It lets you understand how much they
know. It helps you realise what they want
and probably hear some nuance you wouldn’t
otherwise get. Also, people want to have their
chance to talk, they don’t want to be cut across
and made to feel stupid.
You have two ears and only one mouth. A
ratio of two to one listening versus speaking
is always a good rule of thumb for customers
and prospects.
People buy from people like them, so if you
can find any common connection, it helps. It
might be football, something you both like on
TV or anything else. Just don’t stretch things
too far.
Other installers have offered to take their
boots off, this immediately creates a good
impression. Some people don’t like visitors
using their toilets, certainly if they don’t ask.
Being appropriate always builds trust and
has a much bigger impact than you might first
imagine.
On the first encounter you do some work,
make sure you thoroughly clear up afterwards.
If you are just visiting for a quote, explain that
you will always clear up and take away rubbish
after the job is finished.
DON’T TAKE ANYTHING
FOR GRANTED
There’s an old saying in business that the
word “assume” makes an ass out of u and me.
And it’s true. You shouldn’t assume that you
will get the job. You also shouldn’t assume that
the customer knows everything they need to
know to make their decision.
So, it’s your job to try to find out what they
understand and try to explain what’s possible,
without being patronising.
Although this largely comes from your
personality, try to exude confidence. It’s
not fair, but people who talk about possible
problems are much less convincing than those
who reassure the customer. Before the prospect
buys, they need lots of reassurance. So, give it
to them.
BEHAVE WITH EMPATHY
When you are an unknown quantity to your
potential customer you can be a scary thought.
They will be letting this stranger into their
home. That’s why it’s a good idea to try to see
where they are coming from. If at any stage
you have to wash your hands they will want
you to take care so the sink doesn’t look like
it’s been used. Looking smart is always helpful,
it exudes a professional feeling.
TELL THEM WHAT THEY TOLD YOU
If you let them, your customer will tell you
a lot about what they want or the problem that
needs fixing. It’s critical that you understand
what they tell you by listening carefully.
After that it’s a really useful trick to
feedback what the customer has said in your
own words. This gives them confidence in you
and also lets them know that you have heard
them. Naturally, they will agree with you!
DON’T FORGET TO THANK THEM
Every opportunity to bid for work and find
a new customer is invaluable, so always thank
the prospect for considering you. Even if you
lose the bid, thank them. You never know
what the future holds so leave the door open.
Of course, to do well you have to do a
good job. But to do that you have to win the
business in the first place. Making a good first
impression is a key to that success.
Finally, if you have done everything already
discussed, you will almost certainly be asked to
produce a quote. This is where it is imperative
to generate the quote quickly. Keeping the
customer waiting after they have chosen you
and are anticipating the next step is the surefire
way to undo all your previous good work.
All the best!
About the author
Benjamin Dyer is CEO and co-founder of
Powered Now. Powered Now’s mobile app
aims to take the pain out of paperwork for
heating and plumbing engineers as well as
other field trade businesses.
www.powerednow.com
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