It’s that time of the year where things begin to slow down between season. You’re going to be doing a lot of service agreement inspections, and I want to share with you a mistake that is commonly made by many of you while doing these inspections.
You are not in the business of giving estimates on repairs found during service agreement inspections. You are in the business of showing clients potential problems and then asking them if they would like to solve those problem. Presentations do not make sales. Pain motivates behavior.
When you start doing the service agreement inspections you should look for real problems that need to be addressed. When you find a problem that needs to be addressed write it down or make a mental note and move on with your service agreement inspections. This is not the time to bring it up.
It is not your job to present prices on repairs found during service agreement inspections. It’s your job to ask the client if it is something that they would like to take care of. How much it costs will naturally flow from, “Yeah, I think that is something that I want to fix”… and then they will ask you how much it costs.
Do not give the price then because it is not time to go into sales mode. Ask them if you can sit down later and go over all of that so you can continue showing them what you found. But the main question that you have to ask them is this: “Mr Jones, is this something that you want to take care of?”
The mistake that I see happen over and over is that you tell them that they have a problem and then have a tendency to go into present mode and say, “Well I can give you a price on that.” They may not want a price. They may not be interested in a price and they may not feel any pain or have any motivation to fix. It could be a waste of time.
Take them to the problem. Show them the problem and get them involved in the problem. If they can see it, touch it, smell it or experience the problem from their representation of the world, not just hearing you tell them, and not you just drawing them a picture but actually taking them to the problem they are more likely to feel pain. Remember, pain motivates behavior.
Tell them how you feel about what you show them and then ask the question, “IS THIS SOMETHING THAT YOU WANT TO TAKE CARE OF?” If they say yes, naturally they are going to want to know how much it’s going to cost.
So here’s the lesson. It’s all about asking. You are not in the business of giving estimates on repairs during service agreement inspections. You are in the business of showing clients potential problems found during service agreement inspections and then asking them if they would like to solve any of those problems.
I hope this helped you today. Thank you and God bless.