P
How do I park?
Not in driveway, In safe spot on the street
What do you say first?
“Hi! Are you (their name)?”
Most import relationship building question
What's your biggest concern with my visit today?
After I ask which solution today and I am waiting for a client I can?
draw on a piece of paper
What does a pre job walk though with customer do?
1. Reviews scope of work and material type with customer. 2. Checks with customer for precautionary measures
First step of prepare?
Clearing your head
Who should describe what's going today?
“(Their name), can you tell me a little bit about what’s going on today?”
what is our trust statement
We provide you with upfront pricing so no matter how long it takes you know exactly what to expect before any work begins Our plumbing solutions are environmentally friendly We warranty all of our work
Best way to educate a client on the main issue they are having?
Give them causes for why it may be happening. Speak in simple terms not code talk
Before I go out to an approved estimate I should?
1. Materials list 2. Plan staffing needs 3. Plan equipment needs 4. Confirm vendor needs (drywaller, painter, etc.…) 5. Confirm install date and time 6. Confirm appropriate customer will be present
What should I know about a customer before the I arrive?
1. Customer name 2. Reason for the call 3. Review client rating 4. Check any additional job notes
How do I walk to house?
1. Stay off the lawn – walk on paved walkway or driveway 2. Assessment Toolkit in hand – show your customer you are ready to work 3. Smile and wave
How many relationship building questions?
5
What are the three solutions supposed to consist of?
Upgrade, Prevent, Replace
What Check lists do I need to fill out after an incident happened of the job?
Post job checklist, safety hazard report or incident report.
How should my uniform look before a job?
Clean shirt tucked, Wrangler pants, Boots, with assessment tool kit.
After you knock?
Stand back 3ft at a 45-degree angle to respect your customers space
What is the job explanation?
“Here is what I am going to do for you today.” “I will identify the problem.” “I will complete a full performance and safety assessment to find out what caused the problem.” “You and I will review the performance and safety assessment.” “I will create a few solutions to your problem that will prevent this from happening again.” “You and I will review the solutions so that you can make an educated decision on which solution you would like me to do for you today.” “Would you like to join me on my assessment?" If the customer opts to join you, begin the assessment “Can you please show me where your (insert key component) is located?” "Are there any rooms in the home you do not want me to go in to?" “During my assessment if I see anything alarming or concerning, I will bring it to your attention?” "Where would be the best place to find you after I have completed my assessment?" After I have completed, we will sit at the table and review the assessment and the solutions together".
Where should you review your assessment or solutions?
Sitting down
What is the last thing I should ask a customer after a job has been completed?
Did I offer a 5 star service
What do I click on house call before I go to a job
On MY Way
What part of the door do you knock on?
Door jam
The last step of C, connect, is?
A performance and safety assessment
What is the best way to talk about what you found in your solutions?
Summary statement
§ “During the performance and safety assessment I started at (reason for the call) which led me to (next area of the performance and safety assessment) I noticed (system failure symptoms).” § Continue until you reach the cause of the problem. § “Due to” the cause of the problem… § “Because you” what their concerns are… § “The solution to” recommendations…
After a job I must do what things?
Write an Invoice report Include any important information. Talk about what you found and what you did. Anything else you want the client to know about should be in your write up. Update any Job Tags or Customer Tags. Add anything needed to private notes. Attach all photos or documents of the job Make sure to always click start and finish job