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The One Question That Reveals How Technicians See Their Job

⏱️ 24:46 🎤 Chris Elmore, Alex Walker
AUDIO EPISODE
The One Question That Reveals How Technicians See Their Job
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Chapters

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  • 0:00
    Introduction: What's Your Job?
    Chris Elmore introduces a new series of short episodes and the topic of defining a technician's job.
  • 0:29
    Defining the Technician Role
    Chris explains that 'technician' encompasses all in-home sales and service professionals working with technical equipment, regardless of specific trade.
  • 4:17
    Discover & Document Everything
    The first part of a technician's job is to discover and document the status of the entire system at that moment in time, not just the problem area.
  • 12:12
    Offer Complete Solutions
    The second part of the job is to tell the customer what it takes to fix the issue, make it work best, last longest, be safest, and be most reliable, even if it means replacement.
  • 23:26
    Handle Objections & Persuade
    The third part involves helping the customer choose the best solution by handling objections and persuading them as a professional, expert authority (PEA).
  • 28:18
    Execute the Chosen Work
    The fourth part is to perform the work the customer has chosen, emphasizing that fixing is only possible after the initial steps.
  • 30:26
    Secure the Customer's Future
    The fifth and final part is to secure the future relationship with the customer through referrals, reviews, and memberships.
  • 34:03
    Recap and Contact Info
    Chris summarizes the five parts of a technician's job and provides contact information for further discussion and resources.

Speakers

C
Chris Elmore
Host
A
Alex Walker
Host

Key Takeaways

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Always perform a thorough, whole-system inspection and document its current status, not just the reported problem, to protect yourself and the company from callback disputes.

✦

Present customers with comprehensive solutions that address not only fixing the immediate issue but also optimizing performance, longevity, safety, and reliability, even if it involves major component replacement.

✦

Overcome 'price bias' by always presenting the full range of solutions, regardless of your personal perception of the customer's budget.

✦

Develop strong objection-handling skills (like LEAP: Listen, Empathize, Ask, Problem-solve) to guide customers towards the best decisions for their home and system.

✦

Position yourself as a Professional Expert Authority (PEA) whose recommendations should be considered seriously, instilling confidence in your solutions.

✦

Prioritize securing future business by encouraging referrals, reviews, and memberships, fostering long-term customer relationships and loyalty.

✦

Recognize that 'fixing it' is only one part of the job; the preceding steps of discovery, comprehensive solution presentation, and customer persuasion are equally crucial for success.

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