Tuesday, February 11 - Wednesday, February 12
Virtual Workshop
Agenda
1:00PM – 4:00PM EASTERN (10:00AM - 1:00PM PACIFIC)
Course Objective:
The technician is the most common touchpoint with your customer; the one who actually enters the home and must bring your proper customer experience in the door. Their role is one of the most crucial in any home services business. So how can you, whether you’re the management setting the strategy or the technician who’s executing on it, ensure that you’re walking in with a strategy to seek perfection every single time?
Join us for this can’t-miss virtual workshop that will provide the tools and training for elite technician communication skills. You’ll learn to role play the communication processes, understand social styles & personalities, and develop the skills to improve customer relationships to build your company’s brand. We’ll walk through consumer behaviors, interests, and most important of all, how to share information with impact not pressure. Technicians will walk away understanding how to have a better, more complete conversation in the home where nothing is left out — all without transitioning into a “salesperson” role.
Attendees Will Learn:
- The role of the technician
- Mind mapping – attitudes and focusing on goals and the present
- Social styles and how to work with all types of people
- An understanding of effective communication
- A process to create a safe environment for your customer
- Setting goals and a personal plan
- The “Perfect Service Call” process
- How to effectively introduce any product or service without pressuring the homeowner
- How to respond to “How long do these systems last” correctly to provide you and the customer every option
- How to respond to “What would you do if it was your home?” without putting them in a defensive position
- And so much more!
Presenter
Most trainers preach about product and process. Russ teaches and coaches his sales and service protégés not only about what to do in the home and how to do to it, but more importantly, why. Why leads to a purpose allowing the people his students serve to build a strong connection based on a position of trust, confidence, competence and credibility. When matched with the creative execution of a process built to work with human nature and how people want to buy, it yields explosive growth.
Having mastered the sales process, in 2011 Russ joined with business development specialist, Drew Cameron, as Vice President of Flow Odyssey to help clients enhance the performance of their entire business, and transcend growing one person or department at a time. Together they work in the trenches with their clients in every facet of building successful home services businesses.
Clients embrace Russ’ detailed holistic approach to assessing a company’s people, present state and potential. Drawing a blueprint for success, he collaborates with clients onsite, online, and on-the-phone to achieve operational excellence with a hands-on strategic approach to growing people and implementing profit-based processes and systems. Clients benefit from Russ’ 20 years of knowledge and national experience, along with his relentless pursuit of building happy, effective, top-performing professionals and developing a culture of success and achievement.
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