Kenny Chapman argues service providers should stop just fixing broken things and start offering clients options that match what they actually care about. He uses a St. Louis example where a technician missed selling a tankless water heater to customers who'd just bought a Prius, showing how better questions and an option sheet turn repairs into real choices.
Hey, everybody, Kenny Chapman here, the blue.
Collar coach, coming to you with this.
Week'S version of the video Freedom Friday Focus. And this week we're talking about options. And as you'll see in the writing.
That I did, you know, yesterday or a couple days ago rather, we went to lunch up in Santa Monica as we're enjoying our last couple days here on Balboa island in Newport Beach. We went with a client and, you know, interesting thing happens. It happens to all of us all the time.
The server comes out and he says, hey, you know, we've got a couple special specials.
And he verbally tells us about the specials. And then what happens? He hands us a menu and we look at the menu and it's categorized obviously by appetizers and salads and main courses and this and that. And I ordered one thing, Christie ordered something different, our client ordered something different yet which wasn't even on the menu because he wanted an option that wasn't.
Even presented to him. Now think about our customers. You know, this came up in this week's Owner's Mastermind call that we do weekly with some of our clients.
And we were all talking back and.
Forth about how important the option sheet is, how we must give our clients options.
Because when we go through and we.
Do inspections, we find needs and we.
Tell them this needs to be fixed, that needs to be fixed.
We don't focus enough on enhancements and upgrades and the things that really can improve their lives. We've got to get out of this broke fix mentality and get into what can really impact them. What, where's the emotional tie?
If I've got a good option sheet.
Put together based on the questions that I've asked you early in the call and I take and mirror that back to you, then I'm onto something. Because we see too often clients will tell us, I'm big into green.
Last week we were on site in.
St. Louis with a great client doing some ride alongs and training.
And one of the calls that John was on, the client told him they.
Just bought a new Prius the week before. They were very eco friendly.
They were so concerned about the environment. But the technician missed that, didn't pay.
Attention to it and didn't even present a tankless option when it came to a water heater.
Now those kind of things happen every single day. We've got to take a step back, we've got to slow down, we've got.
To ask better questions, we've got to.
Create better options and communicate effectively. This isn't about getting your technicians to do more paperwork and busting our frontline team members chops of what we want done tool and it needs to be used as such. More on this to come soon. Until we talk again, I'm Kenny Chapman, the blue collar coach. Have a better than fantastic week and I'll see you next time.
