Short YouTube coaching clip by Kenny Chapman emphasizing the importance of following a consistent service process. Through an on-site anecdote, Chapman describes how a routine electrician “break-fix” call (initially about an $8,000 repair) grew—by building rapport, asking questions, and following a repeatable customer-experience process—into $133,000 of work across multiple trades. He attributes such outcomes to adhering to their 12-step ultimate client experience and strong team-wide process (CSR → dispatch → multiple technicians).
Questions this video answers
$133,000
About $8,000
A 12-step 'ultimate client experience.'
Chapters
Hey, my friend Kenny Chapman here, the.
Blue collar coach with a quick message for you this week about opportunity. Now I'm always talking about process, follow.
The process, stick to process. Helping technicians break through some limiting beliefs when it comes to process. This week I wanted to share with you a little interaction I had with a client. I was on site with a client.
This week, we getting ready for some work I'm going to do there next week.
And so we spent some time around the shop and then we went to.
Lunch and he said at lunch I got to tell you this story. And he bring up the hundred and.
Thirty three thousand dollars service call. Now you might be going, what on earth? How is that even possible?
Well first off, number one, it is possible.
Number two, no client just called him up and said, hey, I'd like you to come and do $133,000 worth of repair work here. See, it started as the electrician went out on a broke fix call. As we talk about, this lady needed was a brand new service agreement. Client needed some electrical work. So what did the technician do? He built trust, he built rapport. He asked a lot of great questions. He found out her wants, needs and desires and then match some services to those. And it began as about an $8,000 repair ticket replacement. Whatever work he was doing. Well, as he began working and she saw the work ethic that this young man had, she started inquiring about other services that this particular client of mine does.
They do H vac work, they also do plumbing work. And she said, well I really been thinking about having this done in my system, thinking about having some plumbing work done and on and on and on. So each way through the process, from the time that a CSR answered the phone to dispatch, to the first technician, to the second technician, to the third technician, one in each of every trade, they built rapport, they built trust. It didn't happen overnight or immediately. It slowly came along. That's what process does. They didn't have a feeling that they had to be there. They had a feeling that they got to be there with her. Now am I saying you're going to run $130,000 service calls all the time? I don't know, but I know they never happen without following the proper process. That's why we teach a 12 step ultimate client experience. When you hit those 12 steps every.
Single time, it could be $130, it could be $130,000 or anything in between. What matters is stay focused on the climb client through your process and you begin to win more and more.
Until we talk again, my friend. Have a better than fantastic week, and.
