Weak vs Power Words
Reframe this sentence using the correct "power word":
"We MIGHT be able to get this done."
"We CAN get this done."
Reframe this sentence using the correct "value word":
"The total cost is $11,435"
"The total investment is $11,435"
When do you share your findings/diagnosis with the customer?
When you have all possible solutions written down.
Name all 5 of the fault types.
Fracture
Installation
Design
Restriction
Electrical
Verbally package one of these solutions:
- Duct
- Toilet
- Breaker
- Air delivery system
- Porcelain waste removal system
- Electrical overload protection system
Reframe this sentence using the correct "power word":
"I HOPE we can get you on the schedule for next week."
"We WILL get you on the schedule for next week."
Reframe this sentence using the correct "value word":
"The 2nd option is going to be cheaper than the 1st."
"The 2nd option is going to have a better price than the 1st."
What factors are always included in our diagnosis OF THE PEOPLE?
-Their victories
-Their challenges
-Their activities
Verbally package one of these problems:
- Bad fan motor
- Toilet is cracked
- Plug is bad
- electrical fault in the air movement system
- Mechanical fault in the porcelain waste removal system
- Electrical fault in the voltage terminal system
Verbally package one of these solutions:
- Blower motor
- Faucet
- Outlet
- Heat removal system
- Water delivery system
- Electrical distribution point
Reframe this sentence using the correct "power word":
"I will TRY to find a solution for you."
"Here is what I will DO to find a solution."
Reframe this sentence using the correct "value word":
"This one is the most expensive."
"This one has the most value."
What is the correct order for diagnosing the problem?
-Age of the home & system
-Neglect, design & installation of the system is up to code/standards
-Impact that the problem & application of the current system is having
-The problem that's causing the issue the client is requesting to fix
Verbally package one of these problems:
- return too small
- Kitchen sink is clogged
- Panel is overloaded
- restriction fault in the air intake system
- restriction fault in the gray water removal system
- Design fault in the main voltage distribution system
Verbally package one of these solutions:
- Compressor
- Water heater
- Thermostat
- Refrigerant compression system
- Hot water containment system
- Temperature control system
Reframe this sentence using the correct "power word":
"IF I can get the parts by Saturday, we can start this the next day."
"WHEN I can get the parts, we will start the next day."
Reframe this sentence using the correct "value word":
"This will help with efficiency. You will have lower utility bills and use less power."
"This will help you get the highest return on your investment. This will keep more money in your pocket for you and your family."
What is the correct order for documenting & explaining the problems?
-Verbally package main problem - why it stopped working & why its important
-Impact the problem is having on the client (based on victories/challenges)
-Deficiencies in the health & safety part of the system
-Design & installation issues as well as the age & neglect of the system
Verbally package one of these problems:
- Evaporator is dirty
- Broken thermocouple
- Wires are undersized
- restriction fault in the heat absorption system
- mechanical fault in the flame safety system
- Design fault in the electrical delivery system
Verbally package one of these solutions:
- Condenser
- Thermocouple
- GFCI
- Heat rejection system
- Flame safety system
- Shock prevention safety system
Reframe this sentence using the correct "power word":
"I can fix this today, BUT I need to check if I have the correct equipment."
"I can fix this today, let me check if I have the right equipment, BECAUSE I want to make sure we get the job done right the first time."
Reframe this sentence using the correct "value word":
"I need you to sign here on the contract so we can get started."
"I need you to "okay" the paperwork so we can get started."
Which factors are always included in our system observations?
Main problem + impact on client
Safety + Health
Design + Installation
Age + Neglect
Verbally package one of these problems:
- Bad fan motor
- Bad control valve
- Bad breaker
- Electrical fault in the air movement system
- Mechanical fault in the water temperature control system
- Mechanical fault in the over-current protection system
Verbally package one of these solutions:
- Capacitor
- Pressure regulator
- Generator
- Voltage absorption system
- Leak prevention system
- Standby emergency electrical power system