Kenny Chapman (the Blue Collar Coach) delivers a short Freedom Friday Focus video advising technicians to "go to the truck" to assemble option sheets away from customers. He argues that a 5–7 minute trip to the truck preserves customer connection, reduces client anxiety, frees the technician to work without being watched, and enables a calmer, value-focused presentation on return. He offers a simple transition script (e.g., "Ms. Jones, I'm just going to step out to my truck for a few minutes..."), warns technicians not to misuse the time (no personal calls), and emphasizes efficiency and empathy. The piece closes with a friendly sign-off.
Questions this video answers
Kenny Chapman (the Blue Collar Coach).
Five to seven minutes.
"Ms. Jones, I'm just going to step out to my truck for a few minutes, put together some options. I'll be right back in. Shouldn't take but five to seven minutes. Does that sound okay?"
Chapters
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've got a few words for you. A few simple words. Go to the truck. Now, what do I mean by that? I want you to go to the truck to present to craft your option sheet before you get ready to present it to the customer. Now, I ride with so many technicians in so many markets and I always get resistance from a few, sometimes from managers, sometimes from owners. Well, it's. If you go to the truck to put together your option sheet, then you're going to lose a connection with a customer. What? Really? If you've spent any time connecting with the customer and you lose it in five to seven minutes being in the truck, guess what? You don't have any connection anyway. And that's the challenge. You think you're going to sit at the table and be able to punch on a calculator and flip through a flat rate book and put together and write different things and two kinds of pricing and all these different things that we have to do and be able to stay with a customer. See, this is even about the technician. Do I have technicians that I see that are capable of doing it? Yes. But what you don't realize is you're still raising the client's level of anxiety of what's going to take place. They may have only called you there for one simple thing, but you've uncovered different situations within their home that need to be addressed as their service professional. And that's your responsibility. You don't want them over your shoulder as you're going through it. So I always get a little bit of resistance from certain people. But I'm telling you, as much as I watch it, set the customer free, set the technician free, and all you have to do is an easy transition. You get through your entire discovery process, you have all the information that you need through quality questions and interaction and connection. And then It's a simple. Ms. Jones, I'm just going to step out to my truck for a few minutes, put together some options. I'll be right back in. Shouldn't take but five to seven minutes. Does that sound okay? And guess what? They say, sure, that's fine. And then they can run to the powder room if they need to. They can get a drink of water. They don't have this person in their home that's punching on a calculator later and writing up a bunch of stuff. You get out to the truck. Now, when you get there, be efficient with your time. Don't be calling a girlfriend or a spouse or whatever, or calling your buddies and this and that. No, get out there, get things done and then transition back in. Then when I come back into the home, now we're ready to get into a value laden presentation, and now we're ready to talk price. But as you're sitting there and a customer might show up or be over your shoulder, it just takes you out of whack. They're out of whack. Get. Give everybody a little bit of a break here and go to the truck. Okay? 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.
