Asking strangers for money is uncomfortable. Let’s face it, it sucks! As a home service technician, your goal is to offer the best possible solutions to your customers. You care about them, you want to do right by them, and that might not be the least expensive option.
Not all customers are the same as you. They can’t fix it themselves. They may have different needs or financial constraints. To ensure you are catering to every customer’s needs, it is important to offer different levels of service estimates. You’ve heard that before, but let me make it easier for you to figure out what to offer.
It takes just three steps to put yourself in a caring state-of-mind.
The first step is to imagine the customer as your mother, and money is not an issue. What would be the ideal solution? Nothing more, and nothing less. This is the premium service that you can offer, where you can provide the best quality solution to your customer.
The second step is to imagine the customer as your brother-in-law, and your sister is pregnant, and money is tight. What would be a really good solution that you will not regret offering? This is the mid-level service that you can offer, where you can provide a good quality solution at a reasonable price.
The third step is to imagine the customer as your family friend. Money is an immediate problem, and the customer needs a quick and temporary fix. Consider this a band-aid solution. This solution may not last long, but you won’t be embarrassed by it as long as you warn the customer. This is the basic service that you can offer, where you provide a temporary solution to the customer’s problem until they can afford a more permanent fix.
Now, let’s look at how you can offer these three levels of service effectively:
- Premium service: This is the highest level of service that you can offer. It’s important to listen to your customer’s needs and provide them with the best possible solution. Provide a detailed explanation of what you’re offering and how it will benefit them. Be sure to explain why the premium service is worth the investment.
- Mid-level service: This level of service is for customers who are looking for a good quality solution at a reasonable price. It’s important to offer a solution that meets their needs and budget. Explain the benefits of the mid-level service and how it can help them. Be sure to provide a clear breakdown of the cost and what’s included in the service.
- Basic service: This level of service is for customers who need a cheap, quick and temporary fix. It’s important to be honest and upfront about the limitations of the basic service. Explain why it’s a band-aid solution and what the customer can expect. Be sure to provide a clear breakdown of the cost and what’s included in the service.
By imagining the customer as your mother, brother-in-law, or a friend in need of a band-aid solution, you can offer the best mix of solutions. Remember to listen to your customer’s needs, explain the benefits of each service, and provide a clear breakdown of the cost. By showing how much you care, you will build long-term relationships with your customers.
- Ask Home Service Technicians to Do The Right Thing - June 9, 2023