Imagine you’re at home during the coldest night of the winter. The fire is burning. You’re watching Duck Dynasty. Then it happens. The heat stops working. Or worse, it’s working, but it’s blowing cold air.
Every possible scenario runs through your mind. Are you going to have to spend the night at a hotel, or the local grocery store, or worse — your in-laws’ house?
At this crucial point, your sanity depends on the availability and competence of whoever shows up at your home to service your HVAC unit. You’re really hoping it’s not going to cut into your holiday savings, because you’d much rather buy presents for your family than spend thousands on a new unit. All you want is to get into bed and stay warm for the night.
As a technician, you don’t want to be the one to ruin someone’s night, or even entire holiday season. So the next time you’re on a service call, put yourself in the customer’s shoes for a moment. What is routine to you is most likely a disaster for him or her.
Technicians, make sure you’re professional, from the way you dress to the way your breath smells. No one trusts a technician who doesn’t seem to know what he’s doing. Be patient. While you’re trying to respond and get out of there as fast as possible, customers need to feel heard and respected. Most of all, be honest. Don’t try to upsell a customer on something he or she doesn’t need in order to earn some extra commission, while on emergency calls. Remember that you don’t like your wallet shrinking any more than the customer does.
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