Whether you’re an installer, estimator or inspector, I would bet that you’d agree that your day is both more enjoyable and productive when you can quickly develop a good working relationship with a client. Do you want the customer that you have an in-home appointment with to think good thoughts about you before you even arrive at her home? Consider doing this: call her a few minutes before your scheduled visit just to let her know that you will be on time!
Many flooring businesses train their internal team members a variety of ways to positively manage the customer’s first impressions when she interacts with a sales professional. This is both logical and necessary given the logic that “nothing happens until somebody sells something.” It has been my observation, though, that far too few dealers take the same approach with the service portion of their operation. Let’s examine some opportunities to make a positive impression when she meets our installation staff.
While casually watching a car race recently, I heard three-time NASCAR champion Daryl Waltrip make the statement that “sometimes you have to slow down in order to go faster.” He was referencing the fact that if you carry too much speed into a turn, you risk losing momentum going into the next straightaway. This results in going at a frantic pace, then slamming on the brakes to turn, then going like crazy again to regain the fast pace. A tired car and race driver are seldom a winning combination.
In the fifth installment of this 1 minute video series, Tom describes the importance of catching them doing something right.
In the tenth installment of this 1 minute video series, Tom discusses making a friend…and a sale.
In the ninth installment of this 1 minute video series, Tom discusses advertising
In the seventh installment of this 1 minute video series, Tom discusses distinguishing touches.
In the eighth installment of this 1 minute video series, Tom discusses promoting the made in the USA label
In the sixth installment of this 1 minute video series, Tom discusses selling installation.