A short Freedom Friday Focus video by Kenny Chapman arguing that service technicians are perceived as interruptions to customers' routines. He advises acknowledging this built-in objection during calls, using empathy, gratitude, and connection to reduce friction and improve results.
Hey, everybody. Kenny Chapman here, the blue collar coach, coming to you with this week's video version of Freedom Friday Focus. And this week, the focus is on the fact that you are an interruption. And as soon as you understand that and embrace that and realize what that means, you will improve your results. So what am I talking about? You're an interruption. How so? We interrupt our customers every single day. And I want us to think about this. As much as I ride with technicians and experience what really happens in the field, I see how we don't overcome this built in objection. One of the things I teach technicians to look for is the objection within the objection. The fact of the matter is we have objections built into our services before we ever even roll wheels to go to a service call. And some of the, you know, we have, okay, obviously we're going to be a stranger in the home. People don't know who we are. They don't know how long it's going to take. They don't know how much it's going to cost. They don't know if they can trust you. We cover all these things, but here's the other part we forget about. We've disrupted their lives. Their lives have been disrupted, but now we're the ones that kind of. We're taking the brunt of it because we're coming in. We do the best we can with scheduling and creating the best opportunity to fit them, but the reality is it still throws them off. Since Christy and I built our new home, we've had some different things. We had our guys come and add some things to the house and add insta hot, and we added a hot circ loop, and we had a couple hose faucets put in and different things like that. But each time, even our team comes here, crazy Christie's like, well, what time are they coming? How long do you think they're going to be here? Why? Because it's interrupting her day. It's interrupting her routine. And we need to acknowledge this with our clients. If we show empathy, if we ramp up our gratitude, if we spend the time on the connection point of realizing that we're kind of interrupting their day, we're going to be better off. There's only one call a day. I don't care how big your company is, how many calls you run, there's one call a day for your customer. And that one call interrupted their habits and their normal routine. We need to recognize that we need to get on their side. We need to show empathy. We need to have compassion. We need to ramp up our gratitude. Help them understand that as we deliver and demonstrate the value and really good things happen. I'm Kenny Chapman, the blue collar coach. Until we talk again, have a better than fantastic day and I'll see you next time.
