Blending Expert Status

Hey, everybody, Kenny Chapman here, the blue collar coach, coming to you with this week's video version of Freedom Friday focus. And today I'm coming to you in the afternoon, a beautiful coastal day here in the Monterey Bay area. I'm on site working with a client to the tail end of this week. And you know, as I work with technicians and train and do ride alongs and different things, this expert status continues to resonate with me. So last week we talked about expert status and the importance, importance of demonstrating that to our clients. This week, in this week's version, we're talking about blended expert status. What do I mean? Well, as you'll read in Freedom Friday this week, what I'm talking about now is how do we take that technical expertise and then bridge it, like bring it over and blend it with our actual communication skills, our soft skills, if you will. The way that we connect with people, the way that we open up, the way that we ask them questions to find out what's really going on. The best technicians that I see that get the best results nationwide do this. They know their stuff, they study their stuff. They're technically, technically ready to work. They know what they're doing now. That's only part of it. They are technical experts. Part one, part two, and where the money's at and where the service is at and where the success is at is the second part of blending that expert status. That is the communication side. To become the communication expert, to be able to say, yes, I know how to fix this water heater, Ms. Jones, and exude that confidence and to make them comfortable and know that you got the right person here today. This week, it's about blending that confidence and blending that expert status and demonstrating it and show sharing it with your customer. I hope you enjoy my column. I'm Kenny Chapman, the blue collar coach. Until we talk again, have a better and fantastic week and I'll see you next time.