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BL E INHE ELLING

O T , O , $225,000

Welcome

Ser ice agreements can be the ca se of considerable fr stration Weprice them lo and if e don t psell an thing e are l ck to breake en This angst that I feel among m clients compelled me to ritethis e book It s short to the point and loaded ith al e

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Do Yo Kno Ho To Make Mone onSer ice Agreements

A maintenance technician on the east coast is follo ing thesestrategies and b the end of October he had sold and installed

orth of accessories That s an a erage of permonth He r ns onl tro ble calls beca se he is learning ser iceand ho to repair things Ho e er he is profitable and al ableha ing learned the strategies o tlined in this book

I as a scratch golfer in high school and I read a lot of maga inesabo t ho to s ing and p t M dad also hired El is Larkin to gi eme lessons and atch me pla M point is this Yo can t learn hoto psell b reading a book an more than I co ld ha e learned hoto become a scratch golfer b reading golf digest

If o desire to b ild a c lt re aro nd these principles reach o t tome and e ll ha e a con ersation abo t ho I can teach coachmentor and ride along ith o or o r techs

Sincerel o rs

Roger Da iston

Let s Begin

The Angst of Service Agreements and Howto Change It Upselling is a frustration for owners, technicians,and even clients. With this blueprint, we’ll removethe frustration from upselling.

Revenue Tanks in Mild Weather A frequent complaint I hear from owners is thatthey wished their techs would upsell during theservice agreement fulfillment. As a former HVACcompany owner, I know the fear that comes witha mild weather. I’ve been there, and I recall manysleepless nights worrying about payroll on Fridayas revenue tanked.

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Further, I hear technicianscomplain about being pressuredto upsell. They don’t like to upsell,and they don’t want to upsell.

Techs HateSelling ClientsHate to Be Sold

Clients don’t like to be upsold. Doyou?

As an external consultant for HVACcompanies, I ride along withtechnicians, and the homeowneris often curious about my role.When they ask, I’m happy to sharemy experience.

In the words of one homeowner,“I’m so glad. Every time you guyscome out to my house, I feel likethe technician has just come outof a sales class and is alwaystrying to sell me something that Idon’t want or need.

However, this brings us to adilemma. If we don’t upsell, howdo we reach our goals for profit?Service agreements are notprofitable without the upsell, right?

In ite s Selling

Service agreements present anopportunity for additionalrevenue from working systems.Nevertheless, apply this approachwith caution.


How do you act withoutappearing self serving? Invite the customer to have aconversation about the concernsyou’ve noticed in the property.Resist selling and do not push. Iprovide a detailed example later inthis ebook, but bring the concernsto the customer’s attentionassertively, not aggressively. Thekeyword: invitation. Invite theclient to a conversation andrespect their right to say no.

Bridge the Conversation

Aging Water HeatersIAQ Duct Cleaning, Filters, MoldIssuesInsulationDuct SealingWi Fi ThermostatsSolutions to problems thatconcern the client

A ea f C n e a i n

Manufacturers place theirproducts in big box stores socustomers can see them. During aservice agreement call, we wantclients to notice our products, likein a big box store, and this comesthrough conversation. We makecustomers aware by inviting theminto a conversation, but only ifthey want to.

Avoid self serving attitudes, anddo not push yourself on peopleaggressively. This approach doesnot motivate technicians, and itdrives customers away.Receive permission. Do notpresent to the client withoutpermission, and respect their rightto say no. Learn the skill of gettingcustomers to move toward you, sothey hear your message. Focus onthe task at hand. Do not ask for permission to talkabout accessories until the taskyou came to complete is done.

How would you feel if a maintenancetechnician sold 225,000 in one yearfrom fulfilling the pre paid serviceagreements? It comes from buildinggood habits and paying attention tothe process.

What to Avoid

One Tech OneYear

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The Right Mindset

Achieve a mindset of humility, gratitude, and patience. These arespiritual principles that help people gravitate to you.


H milit


Humility is selfless. We are there forthe client, and their needs comebefore our own. If you want toexcel and perform at a high level,you must be able to hear the client.

Let’s be honest. Every technicianhas an emotional need for a clientor customer to purchase fromthem; we measure success basedon sales. The reward from theservice call is the sale. Techniciansoften earn commission based onspecific metrics tied to revenueproduced. It’s normal to feel aneed for the customer to buysomething.

The humble mindset places thecustomers’ needs above our own. Iunderstand that producingrevenue brings status, approvaland increased income, but let thatneed go. Your Key Point IndicatorsKPI , or the scoreboard, will take

care of itself if you build the righthabits set out in this ebook.


Here are 2 statements to remember anduse:

“It’s up to you.“You’d only want to do this if .

Do not push people. Relax and allow thecustomer to exert their authority in thematter. Ask for a yes or no but remainneutral and avoid willing, shaping, ormanipulating the customer to say yes.

The principle is that you have to allowthings successes, opportunities to cometo you. If a person is resisting your message,don’t push to convince them. Logic andeloquence won’t assure the customereither. At the end of the day, words used tooverpower someone have no power at all.

Gratit de


Gratitude is essential and, whenexpressed sincerely, is beneficial toboth the listener and speaker.

Benefits of gratitude for thelistener, the client:

Feels at easeAllows forgivenessEstablishes rapportStrengthens a personalrelationshipEvokes appreciation

1.2.3.4.

5.

All of us could use a client whofeels at ease, is more forgiving, andfeels appreciated.

Gratitude is a tool; put it to use.


Strengthens connectionBuilds rapportReduces pride and arroganceBuilds empathyReduces stressProvides solutionsEnhances performance

So what is gratitude? Gratitude is being thankful, a readiness toshow appreciation, and an ability to returnkindness. It stems from a reflection of whatyou’re grateful for in your life.

Focusing on negative aspects is easy, whichleads to complaining and criticizing, yet itdoesn’t have to be like this. If you changeyour thoughts and focus on what’s good inyour life, you’ll dig yourself out of this hole.

Gratitude, when expressed sincerely andgenuinely, presents significant benefits toboth the speaker and the listener.struggling.

Thank you is not enough. Gratitude is acondition of the heart, and if underchallenging circumstances you can reachdown and think about what you have, youcan experience peace and joy even whenstruggling.

Benefits of gratitude for the speaker, thetechnician:

Pa ience


Patience is another key tool.Patience bears the load of difficultywithout complaint. It acts as arefrain from retaliation whenprovoked or under strain. Patienceis steadfast in the face of adversity.Think: perseverance.

Patience is necessary because lifecan often seem unfair, and oftenservice calls aren’t the goldenticket you hope for.

Perseverance and dedication toeach call will ensure gratitude,even when you’re frustrated withthe outcome.

Focus on the process.

Jim Rohn, a pioneer in the personaldevelopment industry, said, Theproblem with easy to do is it's easynot to do.

Study the following script andlearn it word for word to build agood habit to greet customers andinvite them into a conversation.

The Bl eprinA Li le Habi


Here’s how: Break the script downinto smaller chunks and read eachsmall chunk out loud to yourselfseven times. Then put it down andexecute the chunk from memory.After that, recite it from yourheart. The words might change,but the message won’t.

Here is the little habit: Learn andexecute the script with customersevery time. Over the next year,you’ll have an opportunity toexecute it three or four times aday, which adds up to almost onethousand times. Build this goodhabit and it will compound overtime.

Here’s the script for the greeting,but for context, let’s assume thatwe know Mrs. Jones well, and thatshe has been a client for a longtime. During the servicefulfillment, we noticed that thewater heater looked to be in goodcondition and that the system wasaging it’s almost 12 years old.

I m sure ou kno m processand h I m here but ma Iremind ou I ant to ensuree er thing is safe reliable andefficient I don t e pect to findan thing rong and hope that Idon t but if I do hat I ouldlike to do is bring it to ourattention and then ou can tellme hat ou ould like to do ifan thing Ho does that sound

The Gree ing


Mrs. Jones: Roger ith ABCHeating and Air ho are ou doingtoda

Chunk 1: Say this seven timesout loud and then say it withoutlooking.

Let them talk, relax, and listen.Don’t rush the customer here,listen.

We reall appreciate ourbusiness and thanks for lettingus come out

Chunk 2: Say this seven timesout loud and then say it withoutlooking. Be sincere and speakfrom the heart.

After your greeting, execute thefulfillment. Let’s pretend thateverything is working great, like90 of fulfillments. Your job is notdone here. Take time to lookaround for opportunities to servethe customer with integrity.

Are ou good on time I ll behere for about an hour or so


Chunk 3: Say this seven timesout loud and then say it withoutlooking.Wait on an agreement.

Why do I ask about time? Howmany times has the customer toldyou that they had to leave in themiddle of your fulfillment? It’sgood to know this beforehand soyou can adjust and setexpectations.

A customer once told me duringthe greeting that they had to leavein thirty minutes, so I got her cellphone number and set theexpectation that I would call herto tell her what we found. Whenwe finished the job, we presenteda capacitor option page over thephone, and she purchased a niceoption for 600. If I hadn’t set theexpectation for contactbeforehand, I would have likelylost that 600 sale.

In this case, the water heater is 12years old based on the serialnumber. Use your smartphone toGoogle how to translate the serialnumber for each manufacturer.

13


I define assertiveness as behaviorthat respects both the otherperson and oneself. Assertivenesscommunicates in an honest, open,direct and natural way. Anassertive person never hints orbeats around the bush, and isalways respectful of otherpeople’s feelings, thoughts andbeliefs.

Ho To A k ForWha Yo WanBe A er i e

Presuppositions aboutrelationships that flow out of anassertive mindset:

We all have the right to ask forwhat we want. We all have the right to ask forinformation. We all have the right to say

no without explanation orfeeling guilt. We all have the right to expressour feelings.


Describe what you see or hear. Express how you feel about it. Ask assertively for what you want. Donot hint or gesture. Express the benefits or consequences ofgranting your request.

1.2.3.

4.

Developed by Sahron and Gordon Bower,the DESC Model is an excellent model of anassertive process for making requests ofanother person. DESC stands for Describe,Express, Specify ask for what you want ,and Consequences.

The DESC Model

Using the assertiveness model,you can bridge to accessories andlearn how to ask for what youwant.

I looked up our ater heaterserial number online and it sa sthat our ater heater is t el e

ears old Your ater heater isorking fine and looks to be in

good shape

The Bridge


Describe

Your s stem is orking fine andI don t see an concerns ith itsreliabilit safet or efficiencYou re good to go for anotherseason Ho e er I did noticesomething that I d like to bring to

our attention Is that oka

Wait until ou get permission

Permission received.

Mrs Jones ha e ou got a placehere e can sit do n and go

o er hat I sa on ourpropert

But ater heater tanks lastabout ten to fifteen ears Whenthe tank fails it does one of t othings It can leak b dripping

ater on the floor and hen ounotice it ou can call us Or itcan fail and gush ater until outurn the ater off hich cancause significant ater damageand result in an insurance claimThe a erage insurance claim for

ater heater failure is about

Direct request for hat ou ant

Remember, Mrs. Jones is a loyalclient who trusts us, and she hasthe right to say no. We shouldrespect and honor her decision.An assertive mindset honors theother person. If she says no, that’sfine. However, it is yourresponsibility to ask assertively.


If ou don t agree that aterheater tanks fail bet een ten andfifteen ears of age use thenumber that ou believe in It simportant to be congruent hichmeans our outside behaviormatches our inside feelings

I feel that hen a ater heaterreaches this age it is prudent toconsider being proacti e andreplace it before it leaks or fails

ExpressE press ho ou feel honestl

Would ou like to ha e acon ersation about replacing

our ater heater before thetank fails

This is an invitation to have aconversation about consideringbeing proactive If the ant to beproactive this usuall leads to alogical question Ho much is a

ater heater

Consequences

You can a oid the possibilities ofa leak or e en orse a tankfailure hich could cause aterdamage to our home Do ou

ant to ait until that e entoccurs and be reacti e at thatpoint It s our decision Let mekno hat ou d like to do

What do we want? What are weasking for? We want Mrs. Jones totell us yes or no to an invitationto talk about being proactive.We are not selling. We are notwilling, shaping or forming her todo anything. We invite and waitfor her to decide. It’s as simple asthat.

SpecifyAsk for hat ou ant

Benefits or consequences ofgranting our request

17

Three impor an poin o fini h p

Learn the script word for word.Learn the script word for word.Learn the script word for word.

1.2.3.


There is no getting away from it.

Use the DESC model to build other scripts for other issues that concernyou; have a different script for each situation. Don’t wing it, and executethe scripts with professionalism.

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To find e en more free content go tooge da i on com

Sc aFREE CONSULTATION NOW

No that o ha e read this book o ma be o er helmed and thinking abo tho do I make this shift in thinking and ill it ork for me These kinds of tho ghtsare a normal response to something ne and challenging

Allo me to tell o abo t Rita ho orked for me in Rita is the reason that Ido hat I do We hired Rita to be the finance coordinator and paid her a

ear She as a single mom str ggling to make ends meet b t she had acombination of three things that ga e her phenomenal potential for personalgro th hich co ld change her life

Rita had the desire commitment and h milit to learn the skills that she did notha e Rita anted to learn ho to sell soon after she started orking ith s WhenI sa her eagerness to gro I started recommending reading for her and coachingher to listen to certain personal de elopment g r s ho infl enced me

We ga e Rita an opport nit on the sales team hich meant she earnedcommission knocked on doors for leads and cold called from a list hen she hadno appointments

Rita earned o er the ne t t el e months and changed her life When I sathis happend I e perienced great jo So m ch so I disco ered m p rpose in life

M spirit al gift is an enco rager and hen I am li ingm p rpose in life I feel an ab ndance of f lfillment Iam gifted at enabling people to gro beca se Godformed this in me before I as born If o ha e thedesire and commitment to become more reach o t to meat the link belo It o ld be m pleas re to help oachie e more

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che d?belling blde?ainc · your life, you’ll dig yourself out of this hole. gratitude, when...

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