Winning Every Call: Mastering Soft Skills to Thrive in a Tight Economy

Join this insightful conversation with Eric and Larry as they discuss how home service businesses can maximize each service call's effectiveness by prioritizing technician training and soft skills, especially during a tightening economy.

Key Takeaways:

• Every Call Counts: Each service call is your opportunity to secure a lifetime client, not just a one-time job.
• Soft Skills are Critical: Connection, clarity, and confidence determine the outcome of your service calls.
• Consistent Training Pays Off: Ongoing practice of soft skills directly improves technician performance, client satisfaction, and business profitability.
• True Cost of a Lost Call: Missing a call impacts more than just immediate revenue—it affects future business, referrals, and reviews.

Episode Highlights:

Economic Context and Its Impact:

• How the slowing economy mirrors the 2008-2009 recession.
• Why maintaining value and pricing integrity outweighs the short-term gain from discounting.

The Three C's of a Profitable Call:

• Connection: Establishing immediate trust and rapport.
• Clarity: Clear communication about the issue and solution.
• Confidence: Technicians must confidently project competence to secure client trust.

Anatomy of a Winning Call:

• Pre-arrival tips: Call ahead, offer small courtesies.
• Arrival etiquette: Professional presentation and respect for client property.
• On-site best practices: Active listening, clear explanations, and cleanliness.
• Post-service follow-through: Thorough walkthroughs, gratitude expressions, and proactive review encouragement.

Technician Training & Investment:

• Importance of structured and consistent soft skills training.
• Using role-playing and regular practice scenarios.
• Celebrating and incentivizing wins related to soft skills and client satisfaction.

Real Cost of Lost Calls:

• Understanding that lost opportunities extend beyond immediate revenue.
• How losing a call affects long-term client relationships, referrals, reviews, and overall market reputation.

Action Steps to Implement Immediately:

• Schedule regular soft skills training sessions.
• Standardize client interaction protocols.
• Regularly review customer feedback for continuous improvement.
• Evaluate external structured training options like SuperTech University if internal resources are limited.
• Shift your mindset from running calls to winning calls to enhance profitability and client experience.

TITLE SPONSOR:
Super Tech University
Dramatically improve your team's performance with a system of short daily video lessons training your team in soft skills. When you invest in your team and teach them soft skills, your team can make you more profit. Go to https://supertechu.com/ for more info.

Click here for a discount: https://supertechu.com/register/podcastoffer/.

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SPONSOR: C&R Magazine
C&R magazine is the leading periodical in the Cleaning and Restoration industry. Owner and editor Michelle Blevins has brought printed copies back from the dead to increase reader experience. Go to www.candrmagazine.com to get your free copy sent directly to your home or business.