Kenny Chapman teaches field technicians to ask customers simple questions about their home and equipment when arriving. Asking how long they've lived there, how many people are in the house, and when the equipment was last serviced builds trust before you pitch anything.
Hey, everybody, Kenny Chapman here, the blue collar coach, coming to you with this week's video version of Freedom Friday Focus. Now, this week I'm coming to you live from Fort Worth, Texas, where I'm down for the QSC power meeting. Ready to network, ready to talk, ready to learn, ready to share some things. And through that builds a lot of connections and a lot of relationships. And guess what? One of the things that our technicians have to remain focused on is early connection. I just wrote about this not too long ago, but I wanted to reinforce it because some of the things that I see when I'm in the truck riding with technicians now there's, you know, when I'm doing live schools and we put on all this training with technicians and then we jump in the field and we go ride along with them and we'll do exercises and build a list of specific questions we can ask every single call. And we'll do it one time based on a specific scenario that we're called for. Then we do it again based on just general scenario. It doesn't matter why we were called, what were the call reason, anything like that. What are some connection questions? And technicians will build this great list and say, yeah, I could ask this on every call and this on every call. And then we get out there and they don't ask them and they're just like, lost. Like, oh, can you show me to the plumbing fixture? Oh, can you take me to the thermostat? Oh, do you mind if you show me where the electrical panel is? Come on, man. This is about connection. When you get there, when your tech arrives at somebody's home, they're a stranger. They're a stranger. People don't buy from strangers. So by the time you get to a point to go over a well crafted, well written, well executed option sheet to go over all of findings that you have in their home. Now, we've got to be in a different place. The only way to get there now, I've got to be exuding trust. I've got to be exuding friendship. I've got to be exhuming genuine concern and care for somebody's situation. I have to get there through questions. I've got to know what's important to them. I've got to know a little bit about how they use their home, their fixtures, their products, the things that we enhance. Simple questions. How long have you lived here? How long do you plan to live here? How many people live in the home? How old is the home? How many, how old is the equipment? When's the last time the equipment was worked on? Do you have a maintenance agreement? Da, da, da. I mean, on and on and on. Do this back at your companies. Build a list. Talk to your guys. They don't want to be guys or girls. Doesn't matter. Technicians don't want to have words put in their mouth. They don't want to be forced to do things. That's fine. I help them understand why they need to do these things, and they get better results. Do that, too. I'll record a new video about this coming up for our training membership. But until then, get into these questions. Build the connection earlier. Ladies and gentlemen, I'm Kenny Chapman, the blue collar coach. Until we talk again, have a better than fantastic week, and I'll see you next time.
