Service Technician Roles
The 1st Hat the service technician wears
Consultant- A listener/ get to know your customers goals, needs and relevance.
The Red Motive
Power; moving from point A to B
Do: Prepare yourself with
facts and figures
Don't: Embarrass
them in front of others
To hide insecurities
tightly
The 2nd hat a service technician wears
Safety Expert- Your job is to know the worst case scenerios and how to protect yourself and the customer from them.
Red Natural Gifts
Vision and Leadership
Do: Present issues
Logically
Don't: Use an authoritarian
Approach
To Be
Productive
The 3rd Hat a service technician wears
Technical Expert- Express code knowledge/License
1st hand experience
cause and effect/possible resolutions
Best case/ worst case scenarios
work out the problem/ explain components and functions
Red strengths
proactive
productive
decisive
assertive
Action-oriented
determined
responsible
Leader
Focused
powerful
visionary
motivated
articulate
confident
Do: Be direct,
brief and specific
Don't: Be slow and
Decisive
To be in a
Leadership position
The 4th Hat a service technician wears
Revenue producer- work quickly, fair pricing
Be the right company
Give pricing options
You owe it to your company, your family and most importantly yourself!!!
Red limitations
Arrogant
Relentless
obsessive
bossy
critical of others
demanding
impatient
argumentative
overly agressive
insensitive
always right
selfish
tactless
calculating
intimidating
Do: Emphasize
productivity and efficiency
Don't: Attack them
personally
To experience
Challenging Adventure
Ordinary vs Extraordinary
Life is a result of their circumstances
Life is a result of their actions
Red needs
To look good technically
to be right
to be respected
to attain approval from a select few
Do: Build on the logic of
Their arguments and ideas
Don't: Demand constant
Social interaction
Who are some Reds you know?
Kevin, Andrea, Manny, Justin, Josh, David, Devin, Jason,