More often than not, when a tech answers a service call, it will be a woman on the other side of the door. It is likely that the woman of the house will be responsible for household decisions and so you need to be prepared. Want to ensure that you’ll never hear from that customer again? Here are some tips for making women uncomfortable in their own homes.
DON’T identify yourself right away. I mean, the name of the company is on the truck, right? You’ve got a clipboard, what else do you need?
Of course handing her a business card and introducing yourself will put everyone at ease and let her know who will be in her house… but that’s not your problem, right?
DON’T be respectful. You’re the professional. She’s just a customer. She needs you way more than the other way around. Talk down to her. Let her know who’s really in charge and you’ll never have to come back there again.
Making eye contact, being polite and showing concern for the problem will only lead to repeat business and referrals. Who wants that?
DO use the hard sell. There is nothing quite like intimidation, double talk and pushing a customer to buy something that they don’t think they really need
And there’s nothing like it for killing repeat business, referrals and your professional reputation.
DO be dismissive of her input. She made the call to get you out here. Her job is done. Now step aside and let a professional tell her what the problem is.
She’s been living with this problem and her insights will make it easier to diagnose. Listening and asking questions will increase your understanding and make the fix go more quickly. But if you wanted an easy job, you wouldn’t have gotten into the HVAC business.
DON’T finish the job quickly and move on. Nothing will make her more uncomfortable than you sitting in your truck in front of her house waiting on your next service call. Hey, everyone needs a break.
Hanging around after the job is done will undermine her confidence in the work you did. Is he really done? Is there something wrong? Why is he still here? Having a stranger in your home creates stress. Having a stranger hanging out in front of your house can turn stress into anxiety.
DO burn your bridges. What do you care if you never see this person again? You’ve got your check and another service call to get to.
Cleaning up your mess, explaining to her what you did, demonstrating that the work is complete and thanking her for calling you? That’s for people looking for repeat business. You’re company is big enough already, right?