Convince Me Step
In a Maintenance Call, we always need to make sure we're communicating an..
Agenda
"So how did you wind up..."
(Finish the question)
Getting a service agreement with us?
What is the name of Wall #1?
Pure Motive Wall
"My greatest fear is that.." Finish the question.
"I found this issue on our inspection and you weren’t expecting me to find this, right?"
"My ____ is not my amigo"
Ego
Give an alternative name for "Personal Concierge" that is NOT "technician" or "plumber"..
Certified Heating & Cooling Expert
Plumbing Professional
Electrical Expert
Garage Door Specialist
ETC
Why do we need to know why someone chose to get a service agreement?
To find out why they think maintenance is important. Understanding their sense of urgency.
Give an example of a Wall #1 question.
"How important is the reliability of your homes comfort system for you & your family?"
(Or your own example that includes one of the 4 points)
Using the Stop or Continue Moment in THIS part of the call, creates what?
Scarcity. The client may want to see the solutions you're offering to save on file.
"_____ rate higher than things."
People
What is the purpose of the convince me step?
Build Value
Establish Trust
Get Commitments
Define Expectations
How do we ask for permission to inspect the entirety of the home/system?
"I’ll need to have access to different areas of your home to do those tests. Is it okay if I touch base with you to let you know what area I’ll need access to and what system I’ll be inspecting?"
Before going into the 4 Walls, we need to communicate..
The Good News
What do we want to avoid making the client feel?
Pressured
"_______ continue conversations, statements end them."
Questions
When is it okay to skip steps in a call where a client has a consistent Maintenance Plan?
Never.
Why is the Convince Me step important?
To find out if the client is committed to hearing about any potential problems that may compromise the Health & Safety of the client or effect the Quality & Reliability of the system.
Which wall could this question be: "Right now, you don't currently have a water softening system. Is there a reason we haven't considered this?"
Problem Wall
When a client IS committed to hearing about solutions, we respond with..
"Well I would show you, but I’m hesitant to because I don’t want you to feel pressured into anything. So if I did show you those premium, mid-range and economy solutions to take care of them, what would happen then?"
When presenting solutions we focus on this format: "What it is....."
Finish the format.
"What it is, What it does, & I did this because"
Give an example as what it sounds like to communicate the agenda?
"After I finish the inspection I'll sit down with you and give you a full report. Just so I'm clear, I'm not expecting to find anything but if I run into any health, safety, or reliability concerns that would affect your family, something that is causing overspending on utilities, or even something that may break down in the next couple of months, what should I do then?"
Go Through The Entire Convince Me Step With Your Coach!
So, how did you wind up ever getting a service agreement with us? Was there a repair that caused you to purchase the maintenance?
• Who found that problem when it broke down? What did they say? What was that like?
• Can I say something? One thing I know for sure is your family is lucky to have someone like you. The fact that you’d stay home to take care of them is amazing. It really makes me feel good to see that. Thank you again for the opportunity and for sharing that.
Put The 4 Walls in the correct order & then ask the sequence of questions in the correct order.
Pure Motive - How important is the health of your family?
Problem - Right now, you don't currently have an indoor air quality system, is there a reason why?
Solution - If I had a way to resolve the issue, what would happen then?
Commitment - If it was perfect for your family and you found it affordable, what would happen then?
When a client is NOT committed, in the Money Warning - How would we respond?
"I’m thinking that since you weren’t expecting me to find these issues, I’ll just take the info and put it on file so that when the system finally does have a critical failure, then you can call me and I’ll have these solutions when you’re ready to fix them. Is that okay with you?"
When building an Options Sheet, put the System Observations in the Correct Order.
Main Fault / Impact on Client
Safety / Health Concerns
Design /Installation Faults
Age / Lack of Maintenance