3. Smile and set the agenda
• Knock on the front door, step back two paces,
and Smile when customer arrives.
• State purpose of visit as you know it and ask if
that is correct? (should get a “yes”)
• Give them a brief overview of what is going to
take place with this service call and ask if that
is fair? (should get another “yes”)
• What is included in the agenda?
4. Smile and set the agenda
(service/ repair call)
• First we are going to look at the issue
• I’ll probably ask some questions
• I may need to get to other parts of the house
• Hopefully it’s something simple
• I’ll perform a thorough diagnosis and provide
several options for you to consider
• We’ll meet at the kitchen table to review the
options I have put together
• You can select the best option for you
• I am prepared to do the work for you today
5. Smile and set the agenda
(tune-up or PLAN inspection)
• Ask about their knowledge of a tune-up or
inspection and how frequent they get one
• Ask about any areas of concern
• I’m going to start with _ _ _, then _ _ _, and I’ll
probably need to get in every room to check
airflow supplies and the returns
• If I find anything that requires your attention I will
come get you and show you the issue
• Finally we will meet back at the kitchen table and
I will update you on you’re A/C system and tell
you about any new products that are available
6. Ask…….a lot of questions
• What’s going on with _ _ _ _?
• When did you first notice it?
• What were you doing when this happened?
• Has this ever happened before?
• How often?
• How long have ya’ll lived here?
• Any children or pets?
7. Listen….. No really listen
• Look them in the eyes and pay attention
• Don’t think for the customer
• Don’t think about what you are going to say
• Be interested in them
• Ask clarifying questions
• Take notes if necessary
• Passing comments are very valuable
8. Educate them about _ _ _ _ _
• Explain in detail everything about the customer’s
system, issue, etc. in both writing on the invoice/
options sheet and verbally
• Educate them on all the options they have
available from simple repair to replacement
• You are not selling anything. You are educating
the customer
• Tell them about all the latest and greatest gadgets
that are available to them by sprinkling seeds
9. Select and Serve
• After presenting all the options, ask the simple
question: “What are you thinking?”
• Guide them through the options
• Help in selecting the option
• SERVE the customer
12. Special
• Make the customer feel special
• Compliment them
• Look them in the eyes
• Compliment them
• Block out any outside thoughts and issues and
concentrate 100% on the person you are with
• Compliment them
13. Engage Them
• Show them the reading on the Amp meter
• Have them turn off the main water valve
• Have them set the thermostat
• Show them the jobsite and have them check
for leaks (plumbing)
• Show them where their filters are located
• Get them involved
14. Respect Them
• Announce why you are putting on shoe covers
• Ask permission to enter home
• Ask permission to go to other parts of home
• Please and Thank you
• Yes and not Yea
• Look them in the eyes
• Be on time and have parts to do the job
15. Value Them
• First and foremost this person is the sole
reason we are employed to do what we do.
Without them there is no job for any of us.
• These are hard working human beings who
most likely are having to spend money that
they had not planned for or don’t even have.
• You are a guest in another person’s home and
how you value them determines if you get to
come back and they become a customer.
16. Enjoy Them
• Smile and keep a bounce in your step
• Work with a purpose and a smile
• Make nice comments throughout your call
• Keep the customer informed about everything
• Point out all the good things you see
• Use “I’m concerned” rather than “I
recommend” when pointing out an issue.
• Fake it ‘till you make it!!!
