Don't Keep It a Secret

Whenever I take shirts to my cleaners, the cleaners replaces any missing or broken buttons. Your cleaners probably does the same, but do you know about it?

The reason I'm aware is the cleaners sticks a small tag through the matching button hole and staples it. The tag declares, "Replaced Button."

The tag is a reminder of a small added value the cleaners provides. Without the tag, I might forget about there was a button missing or even be aware of it. The cleaners won't get extra credit if I don't know about it. Hence, the tag.

I bet there are little things that you do for your customers they are unaware of. A plumber might clean a faucet aerator. An HVAC technician might notice the time on a digital thermostat is off an hour due to a change in daylight savings time and set the time correctly. An electrician might casually test a GFCI outlet. A pool technician might cut out a small section of pool sweep hose where it's leaking.

Whatever the action, you won't get credit if you don't tell the customer what was done. Note it on the invoice and write, "No charge." And don't just note it. Tell the customer too. Think of the impact if the cleaners employee told me that three buttons were found missing and were replaced at the time I picked up my shirts.

When you do a good deed, even if it's part of the routine, don't keep it a secret.

Mirroring to Build Rapport

http://www.flickr.com/photos/davefayram/ / CC BY 2.0

Have you ever just clicked with a prospect? Everything worked from the minute you met. It was an easy sale.

More than likely, you and the prospect share similar social styles. You have natural rapport. You click.

It's great when you benefit from automatic rapport. Too bad it only happens around one time in four. Most of the time, your social style conflicts with the prospect's.

When your style conflicts with the prospect, you don't click. Yes, you can still make a sale, but it's more difficult. In fact, when the salesperson's social style is in direct conflict with the prospect's style, the sale is made in spite of, not because of the salesperson's efforts.

So what can you do? Well, one simple technique is mirroring. Match the prospect's verbal tone and pacing. Match the body language. If the prospect leans back, you lean back and vice versa.

Be careful not to mirror so closely that you mimic the prospect. If noticed, mimicking can be perceived as an insult.

Frankly, it's uncomfortable to mirror a prospect. It's counter to your natural social style, but it improves your focus on the prospect and helps the prospect become more comfortable. Give it a try.

30 Things Every Technician Should Know

Field service personnel know a lot about making repairs. Yup. They can fix stuff. But service is more than turning a wrench and all of the technical knowledge in the world isn't enough. Here are 30 things every technician, plumber, electrician, and mechanic should know...

1. Payroll is the starting cost of a technician to a company. Other direct costs include everything from payroll taxes, uniforms, trucks, vehicle insurance, and worker’s comp to benefits. When all is said and done, the non-payroll costs of employing a technician range from as little as 30% to as much as 100% of payroll.

2. Education is a professional’s lifetime proposition. Only the ignorant think they know it all.

3. Technicians must fix more than the problem. On every service call, there is broken equipment and a broken customer. Both must be fixed for a complete repair.

4. The technician is an ambassador for the company when in uniform or behind the wheel. A technician’s driving habits on the road and personal courtesy everywhere reflect on the company. Since no one knows when someone is watching, a technician should act as though someone is always watching, unlike the technician who was caught on camera by Dateline when he relieved himself in the customer’s bushes.

5. Every technician is a supplier. Technicians are suppliers to some poor soul in the office who depends on the legibility and completeness of the paperwork to do their jobs.

Read more at Contracting Business.

Read Part 2 at Contracting Business.

Snakes on a Service Call

Field service personnel of all trades have plenty of stories about the unpleasant critters they encounter from time to time on service calls. Because this one includes some dramatic pictures, it's been circulated around the Internet.

Apparently, unpleasant and dangerous critters are such as problem in some states that utilities warn homeowners to be cautious when opening breaker boxes with open access holes. The pictures below, taken by an unknown utility linesman or electrician, illustrate what happens when a mouse scurries through a breaker box knockout hole, followed by a pursuing snake. If you look carefully in the final picture, you can see that the neither ultimately fared well.

Would You Rather Call a Strange Plumber or Visit a Strange Mosque?

I saw this whine by Jenny Allen and found some truth in it...

Our house is an old farmhouse, and it has three bedrooms and two bathrooms, except the shower in the upstairs bathroom doesn't work. The shower per se works, but if you use it water streams from the ceiling down below into the living room, and then you have to stick a bucket underneath to catch the water. It's like living in a Frank Lloyd Wright house, only with much lower property values. So please limit yourselves to the downstairs
shower. Thanks!

Speaking of the downstairs bathroom, sometimes the toilet doesn't flush. That's because that piece of wire that connects the bulb thing inside the tank to the rod thing sometimes comes unhinged. The wire is actually a replacement for the real piece of hardware; in fact, it's a bit of coat hanger wire that our friend Augusta rigged up when the toilet broke years ago. She got tired of waiting for our plumber, who promised to come and fix it but never did. Just lift the tank and hook it up again.

Try not to call our plumber unless it's an emergency. I'm afraid of our plumber, who barks at me, but plumbers call all the shots here. You do not want to rankle your plumber, because the other plumbers are all tied up, and then you won't have any plumber. Our plumber has been coming to our house longer than I have, which is twenty-six years, and he seems to think I am some kind of interloper, a Janey-come-lately.

"Jeff," I said on the phone when I asked him to come and turn the water on this spring, "I've known you for twenty-six years, and I'd like to ask you a favor."

"Depends what it is."

"I always call you by your name, and you never call me by my name, and I wonder if you could call me by my name."

"I know yah name!"

"Well, thank you for turning the water on," I said.

"All right," he said, and hung up.

Jeff's phone number is on the attached list of other repair and service people, who will not bark at you but will probably not come. They are too busy in August to come. Whatever the problem, you'll have better luck just fixing it yourself.

"I'm afraid of our plumber, who barks at me," writes Allen.

"Whatever the problem, you'll have better luck just fixing it yourself," she adds.

Wow. Is there any more damning criticism of the state of service companies than that? I think a large segment of the DIY market exists not out of consumer cheapness, but that consumers perceive it's simply easier to fix it yourself.

Calling a contractor, for most people, is unsettling. It's filled with uncertainty and unknown.

• Will you get a responsive company that will treat you well?
  
  
• Will the serviceperson be pleasant or gruff, treating you like an idiot?
  
  
• What kind of person will show up? Will he or she be honest?
  
  
• How long will it take to get someone to show up?
  
  
• Will someone arrive when promised or will you wait and wait and wait?
  
  
• Will the work take days to complete?
  
  
• Will it be done right the first time, or will you have to call the company back again and again?
  
  
• Will the serviceperson make a mess and not clean up?
  
  
• Will you get ripped off?
  
  
• Will you know what the costs are before the work begins or will you get an unpleasant surprise?
  
  
• Will there be an unpleasant conflict?

These are some of the questions that cross consumers' minds. Your marketing should address these issues. You should address them on your website, in your yellow pages ads, and in your direct marketing.

Finding a new service company is unpleasant and unsettling. To give you a sense of the discomfort, imagine walking into a church, temple, or mosque during services for the first time. That feeling of unease is similar to the consumer's feeling of unease when calling you.

Now, imagine a friend recommends his or her church/temple/mosque. The friend tells you what to expect, how to act, and what to wear. You might still approach the service with trepidation, but you would feel much better about. Your friend's attended and survived. You can too.

It's similar when a friend recommends a service company. This is why people turn to friends and neighbors first when looking for companies. This is why referral marketing, affinity marketing, and social media are so important for service companies.

Let's say you know the pastor/rabbi/imam from a civic club. You mention something about he pastor/rabbi/imam about attending a service and receive a warm welcome and personal invitation. You feel much better about attendance.

Similarly, people who know you personally, as the owner of a company, are going to feel far more at ease calling your company for service. This is why it's so important to get involved in civic clubs, networking groups, the chamber of commerce, and more. The more people you know, the more opportunities you will create. And to make sure everyone knows what you do, always wear logoed shirts.

And when you are fortunate enough to be invited into someone's home, act like a guest. Be polite. Be friendly. Be helpful.

It's hard to imagine a worse example of service than Jenny Allen's plumber, Jeff. The guy's been serving her home for more than a quarter century and the upstairs shower is unusable. The toilet downstairs doesn't flush and was jury-rigged years ago.

What do you bet Jeff is the type of tradesperson who sips coffee at the supply house, complaining about his customers, griping about DIY, moaning about how cheap people are, and lamenting his lack of business.

(c) 2009 Matt Michel

HVAC, Plumbing, & Electrical Salary Data by Zip

MyOpenJobs is providing salary data based on the last 12 months of hiring by zip code, radius, experience level, and type of job. According to the website...

The MyOpenJobs network of sites gather salary data from over 100,000 job seekers each year in the HVAC, Plumbing and Electrical Industries. The survey results include Residential, Commercial, Industrial, Building Facilities & Maintenance, Wholesale Supply and Engineering sectors.

Check it out.

No Scent Makes Sense

Every year, Jerry Thomas, the CEO of the marketing research and consulting firm, Decision Analyst hosts a company wide training sessions on do's and don'ts. These are lessons company employees have learned the hard way through the years.

Several deal with odor. Not only should client service personnel use breath freshener prior to meeting with clients, but they should avoid cologne for men and perfume for women.

The need for breath fresheners is especially important for smokers. Many smokers are not even aware of the effect smoke has on their breath and clothes. If possible, smokers should try to light up in places where they can minimize the amount of smoke that will collect on their clothes. Lately, these are practically the only places where smoking is permitted.

Cologne and perfume should be avoided. The scent you find appealing will assuredly repulse someone else.

When it comes to the personal hygiene of field sales and service personnel, no scent makes sense.

(c) 2009 Matt Michel

Go Plumb Young Man

Job prospects are dim... except for the trades. The Manchester Union Leader reports that the New Hampshire Economic and Labor Market Information Bureau forecasts strong job growth for plumbers, pipefitters, roofers, cement masons, diesel mechanics, electricians, boilermakers, carpenters, and sheet metal workers for the next seven years. Accordingly, people who would have never considered the trades are attending trade school and signing up as apprentices.

"Plumbing probably wouldn't have crossed my mind if I had something lined up right out of college -- which five years ago was not uncommon," said 24 year old Nick Moreau.

Plumber Philip Cocchiaro delares, "You learn repair work, you'll always have food on the table."

"You've always got something you can fall back on," advises plumber, Bill Welcome. "You're always going to need a plumber, you're always going to need a mechanic for your car, and you're always going to need an electrician."

We've got a shortage of labor while college graduates have a shortage of jobs and an excess of debt. Maybe some should consider a trade before considering college. This a great time for contractors to approach high school guidance counselors to advise them about the prospects in our fields.

Download this FREE HVAC industry recruiting brochure from the Service Roundtable's Free Stuff page. Check out the other Free Stuff from the Service Roundtable.

Free Marketing Ideas - Part IV

Originally Published 2.11.09

9. Load Up On Testimonials.

Testimonials are powerful. Expert testimonials are even stronger. They reassure uncertain consumers who lack the technical ability to judge the quality of your work.

For most companies the problem isn’t getting testimonials, it’s *capturing* them. After a service call, a grateful homeowner complements your plumber or technician. There’s the testimonial. Too bad it’s lost.

At a home show, your customer stops by your booth and tells you how wonderful your company is. It’s great to hear, but unless you capture it, it’s lost.

Now, a new product from Dan and Dave Squires makes it easy to capture testimonials. The product is called Voice Q. Essentially, Voice Q is a telephone comment line that digitizes the comments and instantly emails you a wav file with the customer’s message.

Ironically, the Squires brothers developed Voice Q as a means of improving field efficiency, not increasing testimonials. Dan saw it as a way to eliminate wait time when technicians call in to debrief after a service call. The techs didn’t like waiting on hold while the call taker or dispatcher was on another line. The call takers didn’t like having to drop everything to debrief a technician.

Each tech has a separate line, which is identified by the tech’s phone number and the date and time stamp. Separate lines cost a little more, but search and sort makes it worth the cost. An additional line is available for parts orders.

Voice Q helps improve field efficiency. The office staff will love it. Yet, it works even better as a testimonial catcher.

With Voice Q, the technician can ask the homeowner who gives the complement to call the message line and repeat the message. In fact, he can whip out his mobile phone, dial the message line and ask the homeowner to repeat the message on the spot. In all likelihood the message will be even better if the technician is standing there while the homeowner gushes.

The catch, of course, is the field service personnel. They must be given an incentive to collect the testimonials. Plus, the need to collect them should be reinforced every week until it becomes a habit.

Dave used Voice Q recently to capture testimonials during a trade show from his contractor customers. Click here to hear how clear these sound, despite being recorded in a busy show with background noise.

Get expert testimonials by asking your peers in other towns to provide expert testimony about your quality and craftsmanship.

Take the customer and peer testimonials and transcribe them or place them on your website for people to click and listen. Even better, incorporate them into your on hold message so that prospects hear your customers rave about you (if they must be placed on hold).

Voice Q isn’t free, but it is affordable. It only costs $3/month for a line ($5 for separate debrief and parts lines). Check it out at http://voice-q.com/.

Help me test it by calling the new Service Roundtable and Comanche Marketing comment line at 810.320.3118. Leave me a message about the Service Roundtable, Comanche Marketing, your best clean joke, whatever.

You don’t need Voice Q to collect testimonials. It just makes things easier. When you learn from your field service people that a customer paid a complement, you can call or email the customer and ask if he or she wouldn’t mind repeating it in an email you can quote.

At a home show, you can hand the complementary customer a business card and ask the customer to send you a quick email with the same message. Some will and you lose nothing by trying.

Expert testimonials are easier. Simply email your peers in different markets. Start by offering each peer a testimonial of your own. Be sure to tell everyone you contact that it’s okay to say no.


10. Give Creative Titles

Let’s say you are starting a new career. You just got your first job. You can’t wait to tell your mother.

“Hey Mom, I just got a job!”

“Why that’s wonderful. I can’t wait to tell the ladies in the bridge club. What’s you title? I know it will take a few weeks before you’re named vice president, but I’m sure you’re important.”

You puff up your chest, stick out your chin, and proudly proclaim, “I’m a ‘Helper.’”

What a proud day for your mother!

Titles are cheap. At different points in your life, they matter to people or to customers. Let people have creative titles if it will help them feel better about themselves or better represent themselves.

Instead of “Helper,” call the kid an “Assistant Installation Technician.” Give him a title he can brag about with mom and more important, with his girlfriend. And give him a business card. Give him a real business card with his name and title, not a blank line for the kid to write his name in.

At Turbo, I had an intern working with me during the summer. I ordered business cards for him and gave him the title of “Student Engineer.” There was no obvious reason for him to have business cards. He didn’t meet with customers and was unlikely to run into any. His main use of the business cards was to hand them to girls in bars.

You probably think giving him business cards was a waste. Maybe it was. Yet, the business cards were cheap and the title was free. A couple of years after he graduated, he returned to Turbo as a full-fledged mechanical engineer. Did the good feelings and identification he felt with the company while a “Student Engineer” have anything to do with the return? Absolutely. And the cards and title reinforced both.

When I worked at Decision Analyst I used to joke, “What do you call a salesperson at Decision Analyst?” “Vice President.”

In truth it wasn’t a joke, it was a business strategy. While I did my share of true research, business analysis, and consulting at Decision Analyst, I was fundamentally a high level salesperson. Before I could perform an engagement, I had to win one. I had to sell. Since I called on corporate CEOs and Vice Presidents, I had an easier time when I was a Vice President.

Taking it the other direction, the late Tom McCart gave himself the title of “Assistant Buyer” when he was selling for Ron Smith at Modern Air. It was an ice breaker. Tom would hand prospects a card at the start of a sales call. When a confused prospect commented on the title Tom would answer, “Well, I’m here to help you buy the best comfort system for your home.”

Do you have an employee who wants a more prestigious title? What about a more creative one? Will a title help your employee feel better about his job? Will it help him sell more? Don’t be stingy with the free stuff. Make your better salespeople vice presidents if that will help them sell more.


11. Have Employees Park Their Trucks At The End Of Their Driveways, Perpendicular To Traffic

This runs counter to conventional wisdom. Park your vehicle in the driveway of the customer’s home so the billboard is perpendicular to traffic and to every other home up and down the street.

Do you see any billboards placed parallel to the highway? Of course not. They are all perpendicular. If you decaled the truck for the advertising impact, turn it perpendicular to traffic, not parallel.

I hear the gasping now. You say the homeowner will be mad. Okay. Get permission.

“Mrs. Homeowner, I parked on your driveway to get the truck out of the way of traffic. I don’t want it obstructing a driver’s view if a kid is riding her bike down the street. Is it okay where it is, or should I move it to the street.

The homeowner will either say it’s okay where it is, giving you permission, or say she prefers it in the street, which means you move it. What’s the problem?

But what about oil leaks, you say. Personally, I’m not happy about oil leaks in front of my house. Once, a couple of plumbers showed up at my house driving the Exxon Valdez installation truck. It was big as a supertanker and left an oil slick everywhere it went. The only reason I didn’t complain after they left and I saw the oil slick was fear that they might return.

If you vehicle leaks oil, there’s a simple solution. GET IT FIXED! Even if you’re too afraid to try parking on the customer’s driveway and asking permission, GET THE OIL LEAK FIXED!

Service trucks are the primary advertising medium for most contractors. Park so more people can see them.


12. Hit The Service Club Rubber Chicken Circuit

Local service clubs (i.e., Rotary, Lion’s, Kiwanis, and Optimists) feature weekly speakers. These clubs are always on the lookout for speakers who can address relevant issues affecting the community and club members. That’s you.

When you speak to a service club, you speak to a room full of community leaders. These are connected people whom others turn to for advice and recommendations. If there’s any group you want to influence, it’s a group of influencers. If there’s any group you want to connect with, it’s a group of connected people.

Search the Internet to find the clubs in your area and contact the club president. Tell the president that you’re trying to spread the word in the community about electrical fires, refrigerant phase outs, ways to save water, practical solar technologies, and so on. Describe the topic and offer to speak on it when the club has an opening.

You will get approximately 15 minutes. Don’t use all of it. Be sure to leave time for questions and answers.

While this is an informational talk and not a sales pitch, it’s inherently promotional. When more people learn about your business, more business opportunities will come your way.

© 2009 Matt Michel

Marketing For Employees

I saw a great recruiting sign on the back of a cab in Houston yesterday. The headline proclaimed, "Looking for an office with a view?" The remaining verbiage was about the joy of cab driving, with a number to call. The sign made driving a cab sound more like a vacation than a job.

Dominick Guarino from the National Comfort Institute stopped by the Service Roundtable World Headquarters today. I mentioned it to him. He said he's been advocating technician recruiting ads that describe the requirements, emphasize the duties, build up the training, and stress the benefits without mentioning the industry.

Mike Hajduk from Callahan Roach Business Solutions also dropped by. He mentioned that John Garofalo (at least, I think it was John) used to take his car to a different lube shop whenever he needed an oil change. He would look around and see who was really hustling and seemed to have a great attitude. He would ask these guys if they would like more freedom and better pay.

Well, duh. Who wouldn't?

With the door open, John gave the guy a business card and suggested he give him a call.

With a shortage of labor, marketing should not be limited to recruiting customers. Use to recruit employees!