Phil Risher says home service companies miss a crucial problem: technicians won't sell services they don't believe in. Success requires genuine buy-in from technicians through healthy culture, rewards for helping customers, and teaching them the right approach while giving them financial support to act on it.
Technicians are not going to sell what they don't feel good about. I think everybody has to have buy-in on your company, that you're going to do a good job. You need to really work on that cross-department culture. One, build relationships across departments. You don't want animosity between the departments. Two, I would tell you to reward them when they find good things to help the customer. It's based on, did you make an attempt to help this customer with something they truly needed so that they felt good about it? Because in the end, yes, you have to make numbers, but you don't do it in such an opportunistic way that it becomes without integrity. Teaching Teaching them the right way to do these things is imperative, and supporting them financially so they can do it is imperative.
