Service Excellence Training

Service Excellence Training Copyright (c) 2010,2011 AO Design -. All rights reserved. http://www.serviceexcellencetraining.com/ We turn learning into earning Service Excellence Training - We turn learning into earning en-us Sun, 20 May 2012 21:25:18 -0500 5 Service Excellence Training 593 136 http://www.serviceexcellencetraining.com/ http://www.serviceexcellencetraining.com/images/logo.png Just for Laughs: Embracing a Sense of Humor http://www.serviceexcellencetraining.com/blog.php?id=652 http://www.serviceexcellencetraining.com/rss.php?id=652 We turn learning into earning Fri, 18 May 2012 09:51:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Just for Laughs" src="http://www.serviceexcellencetraining.com/im_images/horselaugh.jpg" alt="service excellence training, sales, leads, retention, team retention, employee retention, HVAC, plumbing, electrical, independent contracting company, independent contractor, sales training, sales tech training, sales technician training, service tech tra" width="135" height="170" /> Having a great sense of humor is a way to break-the-ice and build relational rapport with those around you.  Take a few moments this afternoon to learn more about improving your sense of humor and to learn the positive assests of embracing a unique sense of humor.  Wishing you and your team a great start to the weekend!   <iframe src="http://www.youtube.com/embed/R7aDEpli0fI" height="300" width="350" frameborder="0"></iframe> Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Part 4 of 5: Exploring the 5 Obstacles of Every Sale http://www.serviceexcellencetraining.com/blog.php?id=651 http://www.serviceexcellencetraining.com/rss.php?id=651 We turn learning into earning Thu, 17 May 2012 07:14:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Part 4 of 5: Exploring the 5 Obstacles of Every Sale" src="http://www.serviceexcellencetraining.com/im_images/No_Desire_2.jpg" alt="service excellence training, sales, leads, retention, team retention, employee retention, HVAC, plumbing, electrical, independent contracting company, independent contractor, sales training, sales tech training, sales technician training, service tech tra" width="208" height="197" /> What better way to perfect an independent contracting team’s effectiveness with clients in the field and on the phone then to focus on overcoming objections?  When a company team takes time to train on working through client obstacles then that company can boost its success in the sales and service process.  Zig Ziglar outlines the 5 main obstacles that tend to appear throughout the sales process in his quote: “Every sale has five basic obstacles: no need, no money, no hurry, no desire, no trust.”  In this blog, we are going to jump into the fourth obstacle and learn ways to effectively overcome the “No Desire” obstacle:      4.    “No Desire” <img style="vertical-align: baseline; margin: 7px;" title="Overcoming the "No Desire" Obstacle." src="http://www.serviceexcellencetraining.com/im_images/No_Desire_Face_3.jpg" alt="service excellence training, sales, leads, retention, team retention, employee retention, HVAC, plumbing, electrical, independent contracting company, independent contractor, sales training, sales tech training, sales technician training, service tech tra" width="207" height="138" /> There are two main modes of thinking when it comes to clients that use the “No Desire” obstacle to halt a sale call.  We will delve into the thought-process of both “The Procrastinator” and “The Fair-weather” as well as discover the resolution for both types of “No Desire” client:   “The Procrastinators”: The “No Desire” obstacle that we will explore today can go hand-in-hand with the “No Hurry” obstacle that we explored last Thursday.  Similar to the clients that are prone to use the “No Hurry” obstacle, the customers using the “No Desire” obstacle will be more likely to place emergency calls into your company because of a system or product malfunction due to a lack of maintenance, service, or replacement.  Many customers that aren’t in a hurry to invest may also have no desire to invest because they don’t have all the information that they need in order to make the best and most well informed decision.   “The Fair-weathers”: The “No Desire” obstacle is also a prominent objection inside specific populations that may live in mild and temperate geographical regions where HVAC, plumbing, or electrical products may have less stress placed on them.  Even some individuals living in these areas may feel that they can simply live without your company’s services (however most people today see HVAC, plumbing, and electrical work as a necessity).  A greater majority of people living in these regions may believe they need your initial services but they may think they can live without having maintenance, repairs, or replacements.       The Resolution: The best resolution to the “No Desire” obstacle presented by both the first type of client (“The Procrastinator”) and the second type of client (“The Fair-weather”) is to confrontation and overcome the obstacle from the root problem (a lack of information).  Both “The Procrastinators” and “The Fair-weathers” have a lack of information about the increased safety, efficiency, and lifespan of systems and products that have regular maintenance performed on them.  These clients may also have a lack of knowledge and information about the scheduled service plan options that can work to benefit their initial investment.  There may also be a lack of information about the potential need for add-on products such as water-quality products, surge-protection, and IAQ products that can benefit the health and safety of clients (even those that live in the most temperate of climates).  When these “No Desire” clients are informed of the benefits that surround maintenance, scheduled service plans, and add-on options as well as gain an understanding of the long-term benefits of their investment in your company’s product; then their lack of desire will melt away to be replaced with their ability to make a well informed and logical decision.      When clients have the information necessary to make the best decision, it makes the sales and service process a better experience for both the client and the service company.  When an independent contracting company works to illuminate the most popular client objections and then spends time training their coworkers on how to overcome those objections; then that company’s team will be filled with more confident, effective, and outstanding technicians, CSRs, dispatchers, and managers.  If you would like to work with the S.E.T. team to learn more about overcoming objections, feel free to give us a call today at 512-333-4133.  Thank you for following our weekly blog.  Here at Service Excellence Training, we turn learning into earning!   Check out our blog next Thursday as we delve into the last obstacle presented to us through Zig Ziglar’s intriguing quote:  “Every sale has five basic obstacles: no need, no money, no hurry, no desire, no trust.”    <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, sales, leads, retention, team retention, employee retention, HVAC, plumbing, electrical, independent contracting company, independent contractor, sales training, sales tech training, sales technician training, service tech tra" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com/">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Retain to Gain http://www.serviceexcellencetraining.com/blog.php?id=649 http://www.serviceexcellencetraining.com/rss.php?id=649 We turn learning into earning Tue, 15 May 2012 08:24:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Retain to Gain" src="http://www.serviceexcellencetraining.com/im_images/retain_to_gain.jpg" alt="service excellence training, sales, leads, retention, team retention, employee retention, HVAC, plumbing, electrical, independent contracting company, independent contractor, sales training, sales tech training, sales technician training, service tech tra" width="238" height="158" /> When it comes to the relationship between the ideas of retention and independent contracting companies, the first thought that comes to mind may be the retention of loyal clients.  However, it cannot be overlooked that retaining loyal, trustworthy, and experienced coworkers and team members plays a major role in building a strong company from the inside out.  Retaining strong team members works to successfully build a service company, it also helps form a stronger and more knowledgeable company team, as well as provides clients with expert knowledge and skill.  Today, we will explore the major benefits of retaining outstanding team members:      -Strong Expertise- <img style="vertical-align: baseline; margin: 7px;" title="Strong Expertise" src="http://www.serviceexcellencetraining.com/im_images/power_in_knowledge.jpg" alt="service excellence training, sales, leads, retention, team retention, employee retention, HVAC, plumbing, electrical, independent contracting company, independent contractor, sales training, sales tech training, sales technician training, service tech tra" width="174" height="125" /> When your company consistently looks to recruit the best team members and works to retain strong team players then your company will be overflowing with expertise and excellence.  Bringing great people onto the team doesn’t mean that it won’t include some younger team members that may not be as experienced or seasoned in the industry.  However, the important aspect of recruiting is hiring team members that have a positive attitude and a success-driven mindset.  When your company works to retain technicians, CSRs, dispatchers, and managers that develop a strong skill and expertise in the industry then you are are working to sustain strong company growth from the inside as well as propagate future leaders and mentors for new, incoming team members.  The retention of coworkers and team members that are growth-oriented, leadership-driven, and mentor-minded works to spread skill, knowledge, confidence, and expertise throughout your entire company as it grows and develops.     -Great Reputation Building- <img style="vertical-align: baseline; margin: 7px;" title="Great Reputation Building" src="http://www.serviceexcellencetraining.com/im_images/building_reputation.jpg" alt="service excellence training, sales, leads, retention, team retention, employee retention, HVAC, plumbing, electrical, independent contracting company, independent contractor, sales training, sales tech training, sales technician training, service tech tra" width="154" height="116" /> When you retain and recruit skilled and knowledgeable team members it will also lead to great reputation building amongst your industry as well as amongst your market.  Team members that possess great skill and knowledge as well as value success will mostly likely value strong service excellence.  Service excellence should exude from every “nook and cranny” of your company from the initial client conversation with a CSR, to the technician visit, to the installation or service process, all the way to the “happy call” at the end of the client’s experience.  When a company follows through with excellence throughout every aspect of a client’s call and they show that their company consistently provides thorough service to their clients, then they will find that they retain happy and loyal clients.  A company’s thoroughly satisfied clients can become effective and free marketing because they will have a natural inclination to share with others in their family or community about the excellent treatment and service they receive from your company team.  This positive word-of-mouth marketing can work to generate prospective clients and grow the reach of your company’s mission and message.            -Skillful Idea Generation- <img style="vertical-align: baseline; margin: 7px;" title="Skillful Idea Generation" src="http://www.serviceexcellencetraining.com/im_images/skillful_idea_generation.jpg" alt="service excellence training, sales, leads, retention, team retention, employee retention, HVAC, plumbing, electrical, independent contracting company, independent contractor, sales training, sales tech training, sales technician training, service tech tra" width="186" height="149" /> Retaining a great company team builds a company’s expertise and reputation but it also brings great ideas into the service company.  Skillful idea generation occurs because success-driven and knowledgeable team members bring new, fresh, and feasible ideas, viewpoints, and concepts to the table.  When new ideas can be generated and presented by team members then a company team can feel a connection and commitment to the ideas and to the implementation process.  Great employees that are skilled and familiar with the HVAC, plumbing, or electrical industry will be more perceptive to what works inside their specific trade and they will be driven to come up with fresh ideas based on proven tactics, skills, and amazing service.  When you retain smart and strong employees you can be assured that they won’t be “taking a shot in the dark” but rather they will be sensitive to presenting ideas that are unique yet still feasible for their industry and market.      An independent contracting company is only as strong as the leadership and teamwork that happens behind the scenes.  Thus it is so important for service companies in every industry whether HVAC, plumbing, or electrical to retain a strong company team.  Retaining coworkers that consistently provide amazing service excellence helps to build a company’s overall expertise, strengthen and grow a positive company reputation, as well as cultivate a company’s compilation of useful and unique industry ideas.  Give S.E.T. a call today at 512-333-4133 if you’d like to learn more about the importance of strong team retention.  Thank you for following our weekly blog.  Here at Service Excellence Training, we turn learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, sales, leads, retention, team retention, employee retention, HVAC, plumbing, electrical, independent contracting company, independent contractor, sales training, sales tech training, sales technician training, service tech training, service technician training, CSR, CSR training, tech, technician, dispatch, dispatcher, dispatcher training" width="232" height="112" /> Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com/">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>    Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” A "Thank You" note is a treasure to be kept. http://www.serviceexcellencetraining.com/blog.php?id=647 http://www.serviceexcellencetraining.com/rss.php?id=647 We turn learning into earning Mon, 14 May 2012 15:03:00 -0500 A hand written "Thank You" note has got to be worth its' weight in gold!  In my career, I have kept almost every hand written note that I have every received.  They are so special to me!  The note doesn't even have to money in it, but it helps :)! <iframe src="http://www.youtube.com/embed/W0s8YJnX8jQ" height="300" width="350" frameborder="0"></iframe> You should incorporate hand written notes as a tool that shows gratitude and motivates your team.  Here are some tips that can help you craft your next master piece to one of your team members: 1.  Be sincere.  Don't give out a bunch of hand written notes just because you have become motivated to do so.  Be sincere in the reason you are giving the note.  The sincerity will flow through your pen, and the reader will see it for what it is.  WARNING:  If you are not sincere, then the reader will know that too!  2.  Be specific.  When you write your letter, be sure to refer to real instances.  If a team member went the extra-mile, then be sure to name the road they traveled. John, Thank you so much for helping Mrs. Jones at 3 AM!  Wow!  You are an awesome warrior for service.  I know you could have just put a Band-Aid on the problem and schedule to come back the next day, but you didn't.  You stayed and finished the job to completion.  You are a champion in my book! Please know that your effort has not gone unnoticed.  I want you to enjoy dinner on me this week.  It is a small token of my appreciation. We are blessed to have you! Sincerely, Todd 3.  Give a gift.  This isn’t always necessary.  Your sincere words mean more than a cheap gift, but if you are not good at sincere words then give a really expensive gift!  (That’s what my wife told me anyway.) Those are 3 really good ideas that can supercharge your team. <img style="margin: 8px;" title="A really good tip - "Thank You" cards" src="http://www.serviceexcellencetraining.com/im_images/Video_Button.png" alt="Todd Liles, Terry Barrett, Service Excellence Training, contractor selling technicians, contractor sales training, hvac sales training, electrical sales training, plumbing sales training, plumber, plumb, heating, furnace, air conditioner, electrician, electrical, service contractor, contractor, tech sales training, hvac, plumbing" width="100" height="86" /> Brian Tracy: Time Management http://www.serviceexcellencetraining.com/blog.php?id=645 http://www.serviceexcellencetraining.com/rss.php?id=645 We turn learning into earning Mon, 14 May 2012 12:11:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Brian Tracy: Time Management" src="http://www.serviceexcellencetraining.com/im_images/briantracy.jpg" alt="service excellence training, service excellence, sales, leads, retention, HVAC, plumbing, electrical, heating, air, heating and air, independent contractors, independent contractor, independent contracting company, sales training, sales tech training, sal" width="189" height="170" /> Independent contractors in the industries of HVAC, electrical, or plumbing know what an important skill time management must be in order to run a successful service company.  In this informative video, Brian Tracy provides helpful insights on how to make your business life and personal life more prioritized, successful, and productive.  Take a couple minutes to focus in on your time management skills and see where you may need some growth as well as the areas in which you excel.    <iframe src="http://www.youtube.com/embed/Nz21oAEXE5k" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com/">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” What is "The 6 Minute Meeting Booster"? http://www.serviceexcellencetraining.com/blog.php?id=644 http://www.serviceexcellencetraining.com/rss.php?id=644 We turn learning into earning Fri, 11 May 2012 21:54:00 -0500 The 6 Minute Meeting Booster.  Powerful Training for FREE! I want to give you free training on the first Monday of every new month. <iframe src="http://www.youtube.com/embed/kr5TihlrGQc" height="300" width="350" frameborder="0"></iframe> “How can I really make a change to the largest number of people?”  I struggle with this question all the time as a business owner, and I know you do as well.  How many times have you thought to yourself “How can I get my clients to understand how much I care about them?  If they only know that I was serious about them, then they would be serious about me!”   I’ve been thinking the same thing. The answer comes back “Make it easy for them to get access to what you have to offer.”  Okay.  That makes sense, but I say to myself “How will I make money?”  Have you ever thought that too?  Here’s the thing, I have to give you something of value, (real value), before you will know how deep I care and how much I love helping people.  So, I’m going to give you 2 things. First, an Opportunity for Free Training is Yours’.  Once a month you can have SET pump-up your team for free!  This won’t replace your meeting, it will boost the power of your meeting.  It’s a 6 minute, high octane, b-12 shot to the soul!  And the best part is; we WILL NOT try to sell you anything.  I promise!  You will never hear me mention a book of ours, a training seminar or anything of that nature.  This is a gift to you, not a commercial. Want free training?  Simply create a member account to our webpage, and we will send the meeting booster to you once a month for free!  It’s Motivational Monday Meeting Booster.  You can use the training for your team anytime you want.  Just create an account here, it's free.  It’s Yours’!  The Friday before every new Monday you will get a link to Motivational Monday Meeting Booster when you have a FREE member account. Secondly, here’s an Opportunity for You to Grow Your Client Base.  You should try the same thing I’m trying.  You don’t have to give your clients a free training session, but you can give them a free article on how to save money in their homes.  Let technology work for you, and use it as a low cost way to reach a lot of people.  Some of those people will want a tune-up, and some will need a repair.  Some will do nothing with you, but some will pick your company for life.  And that’s why I’m giving you the training for free, with no commercials, because some of you will pick us for life. Motivational Monday Meeting Booster, 6 Minutes of Inspiration Free, No Commercials. I hope this message gives you a big smile! Yours in turning learning into earning! Todd Liles - ceo <img style="margin: 8px;" title="The 6 Minute Meeting Booster" src="http://www.serviceexcellencetraining.com/im_images/6MMB_WEBSLIDE.png" alt="Todd Liles, Terry Barrett, Service Excellence Training, contractor selling technicians, contractor sales training, hvac sales training, electrical sales training, plumbing sales training, plumber, plumb, heating, furnace, air conditioner, electrician, electrical, service contractor, contractor, tech sales training, hvac, plumbing" width="100" height="89" /> Just for Laughs: Morse Code http://www.serviceexcellencetraining.com/blog.php?id=640 http://www.serviceexcellencetraining.com/rss.php?id=640 We turn learning into earning Fri, 11 May 2012 12:20:00 -0500 <img style="margin: 7px;" title="Just for Laughs" src="http://www.serviceexcellencetraining.com/im_images/horselaugh.jpg" alt="service excellence training, sales training, HVAC, plumbing, electrical, tech training, technician training, independent contractor, independent contracting company, sales, leads, retention, CSRs, sales techs sales technicians, service technicians, servic" width="135" height="170" /> Enjoy some friendly conversations with the members of your team today...maybe even in morse code! Take a moment to laugh this Friday afternoon and have a wonderful start to the weekend!   <iframe src="http://www.youtube.com/embed/kp3hY3r4yUg" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Part 3 of 5: Exploring the 5 Obstacles of every Sale http://www.serviceexcellencetraining.com/blog.php?id=638 http://www.serviceexcellencetraining.com/rss.php?id=638 We turn learning into earning Thu, 10 May 2012 11:28:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Part 3 of 5: Exploring the 5 Obstacles of every Sale" src="http://www.serviceexcellencetraining.com/im_images/overcoming_the_no_hurry.jpg" alt="service excellence training, service excellence, sales, leads, retention, HVAC, plumbing, electrical, heating, air, heating and air, independent contractors, independent contractor, independent contracting company, sales training, sales tech training, sal" width="257" height="223" /> Effectively learning to overcome objections and obstacles inside the sales process is an important skill to train and cultivate within every independent contracting team.  A great way to learn how to overcome objections is to be aware of the most popular objections that clients use and then learn the most effective ways to work through them.  The last two Thursdays, we explored two of the five main obstacles that Zig Ziglar outlines in his quote: “Every sale has five basic obstacles: no need, no money, no hurry, no desire, no trust.”  Today, we are going to explore how to successfully overcome the third obstacle in this quote, “No Hurry”:    3.    “No Hurry” <img style="vertical-align: baseline; margin: 7px;" title="Overcoming the "No Hurry" Obstacle." src="http://www.serviceexcellencetraining.com/im_images/no_hurry.png" alt="service excellence training, service excellence, sales, leads, retention, HVAC, plumbing, electrical, heating, air, heating and air, independent contractors, independent contractor, independent contracting company, sales training, sales tech training, sal" width="250" height="198" /> This obstacle is one that may be used by customers that know they are on the brink of needing to replace or repair their product or system but they haven’t had that final nudge to make a decision.  These customers may be the very people that give your company an emergency call during the dead of winter or summer because they didn’t take precautionary measures by choosing to fix their problem.  However, the “No Hurry” obstacle can be overcome when a company team provides service excellence, offers limited-time promotions, and proves the client’s need for service or replacement.   When your company displays outstanding service excellence through every aspect of the customer’s experience then it will prompt the customer to want to do business with your company.  While this great impression may not be the only aspect that overcomes the client’s procrastination, it may be the “nail in the coffin” when they decide to close the sale.  Along with providing amazing service excellence, it is important that your service company provide limited-time promotions in order to create a “sense of urgency” within a client that is prone procrastination.  When a tech can provide limited-time promotions and specials that will meet the client’s need then they will be more likely to quickly close on a repair or a replacement sale in order to take advantage of the opportunity.    The last technique to overcoming the “No Hurry” obstacle may be the most important.  When a technician can thoroughly prove to a customer that a service or replacement sale is needed then it will naturally spark a customer’s “sense of urgency.”  Clients that decide they are in “No Hurry” to close on a sale may not have all the information they need to make a well-informed decision.  But when a technician can show a client that investing in a repair or a replacement is in the customer’s best interest, both in the short-run and the long run, then the client will most likely make the most logical decision because he or she is better informed.     Understanding the importance of overcome obstacles and objections is vital to the success of a sales call as well as fundamental to the healthy and steady growth of a company.  If you would like to learn more about training your company team to effectively handle these types of objections and obstacles then give S.E.T. a call today at 512-333-4133.  Thank you for following our weekly blog.  Here at Service Excellence Training, we turn learning into earning!     Follow our blog over the next 2 Thursdays as we delve into the next 2 obstacles presented to us through Zig Ziglar’s intriguing quote:  “Every sale has five basic obstacles: no need, no money, no hurry, no desire, no trust.”    <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, HVAC, plumbing, electrical, heating, air, heating and air, independent contractors, independent contractor, independent contracting company, sales training, sales tech training, sal" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com/">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” G.R.O.W. to Your Full Potential http://www.serviceexcellencetraining.com/blog.php?id=637 http://www.serviceexcellencetraining.com/rss.php?id=637 We turn learning into earning Tue, 08 May 2012 10:40:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="G.R.O.W. to Your Full Potential" src="http://www.serviceexcellencetraining.com/im_images/G.R.O.W.jpg" alt="service excellence training, service excellence, sales, leads, retention, HVAC, plumbing, electrical, heating, air, heating and air, independent contractors, independent contractor, independent contracting company, sales training, sales tech training, sales technician training, CSR, CSR training, service tech training, service technician training, service tech, service technician, sales tech, sales technician, dispatcher, dispatch training" width="181" height="181" /> Great success and expansion occurs inside independent contracting companies that have a growth-oriented mindset and attitude.  When independent contractors in the industries of HVAC, plumbing, and electrical embrace their strong potential for growth and build a plan-of-action to reach their goals then they are setting themselves up for amazing success.  It is essential for independent contractors to realize the importance of breaking down their high growth goals into more manageable objectives in order to have the ability to successfully measure achievement.  In today’s blog, we are going to explore four essential yet practical and manageable components that can help grow your company to its full potential and excel your company team towards success:         “G” stands for “Gauge”- When working toward company and team growth it is important to gauge the progress your company team has made as well as gauge the progress you would like to work towards.  When you gauge progress and assess potential alterations that need to be made then a proper evaluation of your company’s direction can be composed.  When evaluations and assessments are generated, you can more effectively chart your overall course-of-action and layout your game-plan.  Just as the saying goes, “If you fail to plan then you can plan to fail,” the same is true inside service companies.  A company becomes stagnant and feasible growth cannot be made without reviewing results, gauging progress, and created effective plans.      “R” stands for “Role-play”- Growth-oriented companies value the training they provide their employees and they also value training that includes interactive role-playing.  When a new concept is taught that can increase service excellence, increase the likelihood of closing a sale, or increase the effectiveness of communicating options to a client then it is important that it is honed and perfected through role-playing before it is utilized in the field.  When technicians, CSRs, and managers take the time and energy to practice new skills and techniques from within the safe environment of their company team then they will naturally be more confident and prepared when they must utilize the new skill while face-to-face with a client or on the phone with a client.  Growing knowledge and developing experience comes from practice.  When new skills, techniques, and procedures are practiced first on a regular basis inside the company then the skills will come as second-nature when they need to bring real results.     “O” stands for “Opportunities”- Companies that value and implement training, as mentioned in the point above, also use their newly learned and practiced skills to seek out promising opportunities.  Opportunities come in many shapes and sizes when it relates to service companies.  Taking advantage of an opportunity could be noticing a client’s family portrait and creating a conversation in which you can directly relate to the client, an opportunity could be utilizing positive body language during the closing portion of your sale call, or an opportunity could even be strategically placing door hangers to create more time for a client to fill out a referral sheet.  A team member that values the knowledge and skills that he retains from training will also be a team member that works to grow his personal success and the company’s success through looking for opportunities to close a sale, strengthen service excellence, build rapport, and exude professionalism.   “W” stands for “Wow!”- One opportunity that every company team member should consistently seek out is an opportunity to “Wow” his or her clients and prospective clients.  This means going above and beyond the industry standard in order to bring about amazing service to your market.  While this aspect deals with the internal growth of a company it also deals with the external growth that your company makes in your target market and surrounding community.  When your team members look for opportunities to “Wow” then they provide amazing service excellence and strong, positive reputations are built when service is consistently outstanding.  When your company grows service excellence then loyal, happy clients become your marketing mouthpiece and this works to grow the overall positive reach of your company’s message.     Effective and efficient company growth stems from these four important components: gauging growth, role-playing new skills, looking for opportunities to shine and flourish, as well as making a conscious effort to “Wow” clients.  When service companies focus on these types of skills then they naturally develop into growth-oriented companies that value success and look for fresh ideas that will benefit their company and clients.  If you want to work to develop your company employees into a growth-oriented team then feel free to give S.E.T. a call today at 512-333-4133.  We love working with independent contractors to help them grow to their full potential.  Thank you for following our weekly blog.  Here at Service Excellence Training, we turn learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, HVAC, plumbing, electrical, heating, air, heating and air, independent contractors, independent contractor, independent contracting company, sales training, sales tech training, sales technician training, CSR, CSR training, service tech training, service technician training, service tech, service technician, sales tech, sales technician, dispatcher, dispatch training" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com/">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>    Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Brian Tracy: If you could Achieve one Goal in 24 hours http://www.serviceexcellencetraining.com/blog.php?id=634 http://www.serviceexcellencetraining.com/rss.php?id=634 We turn learning into earning Mon, 07 May 2012 12:24:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Brian Tracy: If you could Achieve One Goal in 24 hours" src="http://www.serviceexcellencetraining.com/im_images/briantracy.jpg" alt="service excellence training, service excellence, sale, leads, retention, HVAC, plumbing, electrical, heating and air, sales tech training, sales technician training, CRS, service tech, service technician, service technician training" width="189" height="170" /> Every independent contracting company must prioritize tasks, projects, and goals.  By ordering personal and company goals it allows you and your company to become more productive, efficient, and successful.  In this short video, Brian Tracy, explains that successful people know their purpose and "number one" goal then they work at it a little bit everyday.   <iframe src="http://www.youtube.com/embed/2iDbs3vh6KM" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.”  Just for Laughs: Body Language http://www.serviceexcellencetraining.com/blog.php?id=632 http://www.serviceexcellencetraining.com/rss.php?id=632 We turn learning into earning Fri, 04 May 2012 07:59:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Just for Laughs" src="http://www.serviceexcellencetraining.com/im_images/smiling.jpg" alt="service excellence training, service excellence, sales, leads, retention, HVAC, hvac, plumbing, electrical, heating and air, heating, air, independent contracting, independent contracting company, service company, overcoming objections, sales tech trainin" width="179" height="153" /> Body language is an important skill to learn in order to effectively interact with coworkers and clients.  We can even learn how much body language can convey to an audience through evaluating character body language from our favorite movies. Enjoy this short video clip that explores what body language can tell us.  Have a wonderful start to the weekend!   <iframe src="http://www.youtube.com/embed/No6Z189AmQg" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Part 2 of 5: Exploring the 5 Obstacles of Every Sale http://www.serviceexcellencetraining.com/blog.php?id=631 http://www.serviceexcellencetraining.com/rss.php?id=631 We turn learning into earning Thu, 03 May 2012 08:35:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Exploring the 5 Obstacles of Every Sale." src="http://www.serviceexcellencetraining.com/im_images/breaking_wall.jpg" alt="service excellence training, service excellence, sales, leads, retention, HVAC, hvac, plumbing, electrical, heating and air, heating, air, independent contracting, independent contracting company, service company, overcoming objections, sales tech training, sales technician training, service tech training, service technician training" width="218" height="163" /> Handling objections and overcoming obstacles is an important aspect inside every independent contracting company’s sales and service call process.  When a technician, manager, or CSR can successfully avert a customer objection or overcome a client obstacle then the entire process can be carried out in a more effective manner for both the company employee and the client.  This is the second week of our exploration of the 5 main obstacles that occur within a sale that are outlined in Zig Ziglar’s quote: “Every sale has five basic obstacles: no need, no money, no hurry, no desire, no trust.”  Today, we will delve into the details of overcoming the “No Money” obstacle:   2.    “No Money”- <img style="vertical-align: baseline; margin: 7px;" title="Overcoming the "No Money" Obstacle" src="http://www.serviceexcellencetraining.com/im_images/empty_pockets.jpg" alt="service excellence training, service excellence, sales, leads, retention, HVAC, hvac, plumbing, electrical, heating and air, heating, air, independent contracting, independent contracting company, service company, overcoming objections, sales tech training, sales technician training, service tech training, service technician training" width="140" height="190" /> The “No Money” obstacle is a bit more straightforward than the “No Need” obstacle that we explored in last Thursday’s blog.  The use of the “No Money” obstacle inside the sales process will most likely occur toward the end of the sales presentation when the tech and the client are reviewing options.  In some cases, the “No Money” obstacle can turn out to be a legitimate condition that is outside of the client’s current control rather than an objection that simply needs to be overcome.  When dealing with a potential client that throws the “No Money” obstacle into the sales process, there are two possible resolutions that can result in closing the sale: exploring finance options and/or exploring the most economical options (whether a repair or replacement).  The best and most appropriate resolution depends upon whether the “No Money” obstacle is an objection or condition.   When the “No Money” obstacle turns out to be a condition that is out of the client’s current control then exploring financing options such as; trying to be approved for a loan or utilizing financing options from inside the service company, can be good options that may result in a closed sale.  However, if exploring financing options isn’t what the customer wants to do or if the options fall through, then exploring the most economical options can also work to close a sale.  At times, going with the option that works best into the customer’s budget may result in a repair or service options rather than a replacement.  However, if the service option solves the client’s current problem and the company displays service excellence during the sale and service process, then the company may gain a lifelong and loyal client.  Because when the client’s financial condition returns to a more stable and more manageable state, he will most likely return to the company that worked carefully and respectfully with him to get him the best option during his financial crunch.           Exploring financing options can also be a great resolution for clients that may use the “No Money” obstacle solely as an objection.  And in most cases, clients that use this obstacle as an objection will be approved for financing options.  However, these clients may also be more inclined to explore more economical options for resolving their current problem.  If a client decides to go with a more economical service option then it is important for a technician to explain that certain service options may not be a long-term solution to the client’s need but it may serve necessary purposes in the short-run. Technicians can explain this by using “True Cost Calculations” to evaluate the effectiveness of options in the short-run and long-run.  Clients that are prone to using the “No Money” obstacle may also appreciate a technician informing them of upcoming company promotions as well as where new promotions can be located on the company website or social media sites.     Learning to overcome the “No Money” obstacle is a key to success inside every independent contracting company.  When a service company’s technicians, CSRs, and managers can effectively work past obstacles and hurdles then they can grow strong client retention as well as cultivate solid service excellence.  Here at S.E.T., we have beneficial resources and information devoted to helping your company team overcome obstacles at every level of the service and sales process.  Thank you for following our weekly blog.  Here at Service Excellence Training, we turn learning into earning!   Follow our blog over the next 3 Thursdays as we delve into the next 3 obstacles presented to us through Zig Ziglar’s intriguing quote:  “Every sale has five basic obstacles: no need, no money, no hurry, no desire, no trust.”    <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, HVAC, hvac, plumbing, electrical, heating and air, heating, air, independent contracting, independent contracting company, service company, overcoming objections, sales tech training, sales technician training, service tech training, service technician training" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com/">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Huge Results by Eddie Blanchard http://www.serviceexcellencetraining.com/blog.php?id=628 http://www.serviceexcellencetraining.com/rss.php?id=628 We turn learning into earning Wed, 02 May 2012 15:11:00 -0500 <div style="text-align: left;">This letter was submitted to SET by Eddie Blanchard.  His Team attended The Archi-TECH: Build Your Future Program March of 2012.  The results below the video are 40 days after the class.</div> <div style="text-align: right;"> </div> <div style="text-align: center;"><iframe src="http://www.youtube.com/embed/rXMaMODQb7E" height="300" width="350" frameborder="0"></iframe> </div> <div style="text-align: center;"> </div> <div style="text-align: right;">40 Days After Class:  May 2, 2012</div> <div style="text-align: left;"> Service Excellence Training Review  </div> <div style="text-align: left;">My name is Eddie Blanchard and I am the proud owner and general manager of 72 Degrees Heating and Air Conditioning.  It has been just over a month since five of my technicians and myself traveled to Dallas to attend The Archi-Tech communication training class.  As Terry knows it was not an easy decision for me to make to bring as many guys as we did because we were planning to go when homeowners were just starting to turn on their air conditioners.  I only had at the time 7 technicians and we knew we would be putting a lot of stress on the company to remove 70% of my service department to attend this training class.  I already knew to some degree what to expect because I have attended Terry’s classes before and I knew that we would as a team get far more than the investment we had to make to get out there.  Terry is one of the most dynamic trainers I have ever used in my company.  He has a unique love for help others succeed and he takes complete responsibility in seeing that happen.</div> <div style="text-align: left;">  Although I have been in a similar class before, I was floored by the excitement that I was getting from my guys.  A few of my guys have many years in the field and they were amazed at how much they were learning.  The others that had less experience were being fueled with the tools they would need to build an amazing future of being a top HVAC service technician.  I have never before seen more gratitude from my service department after sending them to this class.  My guys and I could have left after the first day and could have returned back with enough ammunition to pay for the trip.  Since our return we have more than double the quality leads that are coming from the service department, we have had a 40% increase in service revenue and 33% increase in maintenance agreement conversions.  We were able to pay for the complete trip in the first 5 days we were back.  My guys are more excited than they have ever been and they are getting better every day.  After being back for three weeks Terry spent over an hour on the phone helping us through some of the challenges we have faced since being back.  Words cannot describe my gratitude for Terry’s investment in seeing my company grow and be successful.  Terry, may God Bless you and Todd for what you are doing.</div> <div style="text-align: left;"> </div> <div style="text-align: left;">Even though we are now experiencing our first wave of 90+ degree weather we are planning to send 3 more technicians along with myself to Terry’s upcoming May Class in Charlotte NC.  For anyone that would ever need to speak to me directly please feel free to call my cell 919-708-2036. <div style="text-align: left;">Thank You for Everything, </div> <div style="text-align: left;">Eddie Blanchard <div> </div> </div> </div> The Power of Perspective http://www.serviceexcellencetraining.com/blog.php?id=491 http://www.serviceexcellencetraining.com/rss.php?id=491 We turn learning into earning Tue, 01 May 2012 07:14:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="The Power of Perspective" src="http://www.serviceexcellencetraining.com/im_images/excellence_perspective.jpg" alt="service excellence training, service excellence, sales, leads, retention, technician, sales tech, service tech, service technician, sales technician, tech, CSR, Client Service Representative, sales tech training, sales technician training, sales tech training, service tech training, service technician training, independent contracting company, independent contractor, HVAC, plumbing, electrical, heating and air, heating, air" width="262" height="174" /> Learning to see a situation from another person’s perspective is important when learning how to provide the most thorough and effective service possible. Training employees to see situations and scenarios from the client’s perspective is a valuable skill that can greatly work to increase sales, leads, and retention inside of an independent contracting company.  In today’s blog, we will explore the progression of a client’s perspective throughout an effective sales or service call and explore how each of these steps strengthen the KPIs (key performance indicators) inside your company:     Stage 1 of Client Perspective: “I like this person; he made a professional and personable first impression.”- <img style="vertical-align: baseline; margin: 7px;" title="Stage 1 of Client Perspective: “I like this person; he made a professional and personable first impression.”" src="http://www.serviceexcellencetraining.com/im_images/First_Impressions_last.jpg" alt="service excellence training, service excellence, sales, leads, retention, technician, sales tech, service tech, service technician, sales technician, tech, CSR, Client Service Representative, sales tech training, sales technician training, sales tech training, service tech training, service technician training, independent contracting company, independent contractor, HVAC, plumbing, electrical, heating and air, heating, air" width="217" height="163" /> It is very important to remember that clients buy-in on a person before they buy-in on a product.  As the old saying goes: “They won’t care how much you know until they know how much you care.” While you do represent your service company while on a call, it is also important to remember that the client will see you as a person before he will see you as a CSR, technician, or manager.  So it is vital that you use effective relationship skills to first prove that you’re a trustworthy and respectful person because as soon as a customer decides if he likes you as a person, his opinion of your company and services will follow close behind and this opinion will most likely be directly related to his perspective of you as an individual.   There are several great first-impression skills and practices that every independent contracting company can put into place that will help jumpstart this initial positive client perspective.   While these skills stretch through the entire service process the most important rapport-building skills come at the preliminary client-technician meeting because a client’s opinion and perspective of an individual is developed within a matter of 16 seconds.  Thus a technician’s initial attitude, demeanor, and the first few words of the conversation are vitally important to developing a positive client perspective.  Before direct contact is even made it is important for technicians to present a positive “curb appeal.”  This means that a customer may be watching a technician from the moment he arrives in the driveway so it is important that a tech respectfully park his vehicle on the street, have his materials prepared in order to exit the service vehicle quickly, and possess a positive demeanor all the way to the front door.  A technician should want their prospective clients to feel that they are opening their door to a trustworthy professional-- not a stranger.  After a technician knocks 3 solid times on the client’s doorframe it is then time for him to prepare for his professional introduction as well as his opportunity to show his respect for the customer’s material possessions by asking if the vehicle is properly placed and putting on floor-saver before entering the home.  Practicing these simple yet important action-steps on a call will cause a client to be pleasantly surprised with your first-rate professionalism and it will set the stage for the next two steps in developing a positive client perspective.     Stage 2 of Client Perspective: “I trust this company’s technician; he is thorough and focused on fixing my problem.”-  <img style="vertical-align: baseline; margin: 7px;" title="Stage 2 of Client Perspective: “I trust this company’s technician; he is thorough and focused on fixing my problem.”" src="http://www.serviceexcellencetraining.com/im_images/1_Tech_greets_customer.jpg" alt="service excellence training, service excellence, sales, leads, retention, technician, sales tech, service tech, service technician, sales technician, tech, CSR, Client Service Representative, sales tech training, sales technician training, sales tech training, service tech training, service technician training, independent contracting company, independent contractor, HVAC, plumbing, electrical, heating and air, heating, air" width="300" height="199" /> After a client decides that he likes you as a person then he must determine if he trusts you as a technician.  This is the time to let your technical and mechanical skills shine!  There are three important aspects to this second stage to building a strong client perspective: explanation of the diagnostic process, performance of a thorough diagnostic, and explanation of all diagnostic results.    The first component is to explain what will occur during the diagnostic process and explain the paperwork involved.  During this step it is important to reassure the client that everything found will be brought to his attention and no work will be done without his consent.  This pre-diagnostic step primarily works to reassure a client of your trustworthiness as well as create a plan of action for the call.  The next step is the diagnostic analysis.  A diagnostic is only complete after the entire system has been evaluated and examined.  After a thorough diagnostic has been performed, the last step in this process is to fully explain to the client the issues that have been found.  This step is most effective when a technician can visually show the client the problem first-hand by taking him to the malfunction area or by showing him a picture of the problem.  This step works most effectively when a technician uses analogies in order to create a mental picture and clearer understanding for the client.  It’s within these diagnostic steps that a client develops his trust for you as a technician.            Stage 3 of Client Perspective: “I believe in this company and their service; they value me as a client.”- <img style="vertical-align: baseline; margin: 7px;" title="Stage 3 of Client Perspective: “I believe in this company and their service; they value me as a client.”" src="http://www.serviceexcellencetraining.com/im_images/bridge1.jpg" alt="service excellence training, service excellence, sales, leads, retention, technician, sales tech, service tech, service technician, sales technician, tech, CSR, Client Service Representative, sales tech training, sales technician training, sales tech training, service tech training, service technician training, independent contracting company, independent contractor, HVAC, plumbing, electrical, heating and air, heating, air" width="206" height="155" /> After a client has developed a positive perspective of you as a person then as a technician, it is then time for them to develop their overall opinion of your service company.  This final perspective relies heavily on the client’s first two perspectives.  Clients see that companies that “have it together,” care enough to hire great people then train and develop them into thorough and knowledgeable technicians.  This step stretches beyond just the client-technician meeting and into the client’s entire service or sales experience.  It results from the client’s conversation with a CSR, to their technician experience, to their installation experience.    When a client develops his or her overall perspective of the service company, it stems from three important areas.  The first aspect being the technician’s presentation of the company’s replacement, repair, and add-on options.  The customer may ask himself, “do these options solve my problem?”  When a company works to completely solve a client’s problem then they feel taken care of, respected, and valued.  The second aspect to this process is a timely follow through in regards to service or installation.  A client wants to be taken care of quickly and efficiently, when this occurs they get a deeper glance into the effective organization of the entire company team.  Lastly, this step depends upon the overall client-company relationship.  This occurs when a client feels that they have a valuable relationship with their service company and they choose to remain loyal clients.     It is important to consider clients’ perspectives of you as an individual, as a technician (or as a manager, CSR, dispatcher) as well as your company as a whole.  When an independent contracting company takes time and energy to see their company’s service process through their clients’ eyes then they will be better equipped to train, develop, and grow more specific skills inside their company.  If you are interested in improving and strengthening the aspects of your company’s service process then give S.E.T. a call today at 512-333-4133.  Thank you for following our weekly blog.  Here at Service Excellence Training, we turn learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, technician, sales tech, service tech, service technician, sales technician, tech, CSR, Client Service Representative, sales tech training, sales technician training, sales tech training, service tech training, service technician training, independent contracting company, independent contractor, HVAC, plumbing, electrical, heating and air, heating, air" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com/">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Gina Trapani: Avoid Office Distractions with Time Blocking http://www.serviceexcellencetraining.com/blog.php?id=492 http://www.serviceexcellencetraining.com/rss.php?id=492 We turn learning into earning Sun, 29 Apr 2012 20:58:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Avoid Office Distractions" src="http://www.serviceexcellencetraining.com/im_images/time_blocking.jpg" alt="service excellence training, service excellence, sales, leads,retention, sales tech, sales technician, service tech, service technician, sales tech training, sales technician training, service technician training, CSR, dispatcher, CSR training, dispatch t" width="285" height="231" /> Daily interruptions are a common happening for all independent contracting companies. While these interruptions are not always negative, they can drain valuable time from goals, projects, and tasks that have deadlines.  Fast Company’s, Gina Trapani gives some helpful and interesting advice on "time blocking" and other ways to get the most out of your valuable time. Take a few minutes to get some great practical and beneficial guidance on how you can work smarter.   <iframe src="http://www.youtube.com/embed/okqaNJiz2zQ" height="300" width="350" frameborder="0"></iframe> Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Just for Laughs: It's all in the Mindset http://www.serviceexcellencetraining.com/blog.php?id=493 http://www.serviceexcellencetraining.com/rss.php?id=493 We turn learning into earning Fri, 27 Apr 2012 13:13:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Just for Laughs" src="http://www.serviceexcellencetraining.com/im_images/laughing.jpg" alt="service excellence training, service excellence, sales, leads,retention, sales tech, sales technician, service tech, service technician, sales tech training, sales technician training, service technician training, CSR, dispatcher, CSR training, dispatch t" width="108" height="136" /> Success and satisfaction with our career and daily tasks depend heavily upon our mindset and attitude. Do we see the greater purpose in what we do each day? Enjoy this funny video clip and have a wonderful start to the weekend!     <iframe src="http://www.youtube.com/embed/gqVGjR0JDQw" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Part 1 of 5: Exploring the 5 Obstacles of Every Sale http://www.serviceexcellencetraining.com/blog.php?id=495 http://www.serviceexcellencetraining.com/rss.php?id=495 We turn learning into earning Thu, 26 Apr 2012 08:46:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Exploring the 5 Obstacles of Every Sale" src="http://www.serviceexcellencetraining.com/im_images/ladder_of_success.jpg" alt="service excellence training, service excellence, sales, leads,retention, sales tech, sales technician, service tech, service technician, sales tech training, sales technician training, service technician training, CSR, dispatcher, CSR training, dispatch t" width="228" height="184" /> Objections and obstacles are a natural part of the sales process but they don’t have to be the “end-all” for a technician trying to close a sale. Learning to overcome objections before they occur is the best practice but if that isn’t possible then the sooner the tech can learn of a client’s obstacles and objections, the more effectively he can work to overcome them.  One great practice that technicians can utilize to strengthen their objection handling techniques is to learn and train on ways to handle the most common objections and obstacles that occur within a sale.  Zig Ziglar gives us insight to this in his quote: “Every sale has five basic obstacles: no need, no money, no hurry, no desire, no trust.”  In today’s, blog we will further explore and learn more about how to overcome the first of these five obstacles that Zig Ziglar outlines:        1.    “No Need”- <img style="vertical-align: baseline; margin: 7px;" title="Obstacle 1: "No Need"" src="http://www.serviceexcellencetraining.com/im_images/tools.jpg" alt="service excellence training, service excellence, sales, leads,retention, sales tech, sales technician, service tech, service technician, sales tech training, sales technician training, service technician training, CSR, dispatcher, CSR training, dispatch t" width="153" height="151" /> This particular obstacle mostly likely occurs on a larger scale rather than on any one particular sale call because most prospective clients that purposefully call into your independent contracting service company already have a specific need that they would like your company to meet.  However, this type of obstacle may occur during a particular time of the year or within a particular target market.  Specific times of the year may bring about less of a need for some prospective customers.  Generally, these slower times come during the milder parts of the year when the weather and temperatures are fair and calm.  During these slower times, a particular population of prospective clients may not have a pressing need for an independent contracting company’s services; however, these seasonal changes come and go rather quickly. When frigid weather returns, sweltering hot summers arrive, or the busy holiday seasons come around then clients’ direct needs for HVAC, plumbing, and electrical services rapidly return bringing with it many service calls, sales calls, and client generation.    One way in which a service company can work to even out the influx of calls during the slower times versus the busier times of the year is by promoting scheduled service plans.  Generally, it is recommended that maintenance calls be performed about twice a year for most HVAC, plumbing, or electrical service companies. So if a company is finding their teams’ schedules to be overly packed during the dead of summer and winter but lacking in the spring and fall then scheduling maintenance calls during the these milder seasons is a great way to keep the company busy, boost employee morale, and maintain a strong client-company relationship year-round.  By implement scheduled service plans into a company’s business plan, they will grow their clients’ need for their company’s services.  When a customer understands the great benefits of regular maintenance and they choose to invest in a service program, it extends the client’s need for the company’s services beyond the normal busy season.            Another way in which a “No Need” obstacle can potentially stagger sales is when a company’s target market has been fully saturated.  While a target population is always changing, growing, and transforming it is important for a company to see a specific target markets’ diminishing need and explore their options for expansion into other marketing zones.  Both market saturation and seasonal changes in client need are two areas that can affect closing sales inside independent contracting companies.  But it is important for service companies to see the possible issues that can arise from a “No Need” obstacle and prepare accordingly by promoting scheduled service plans and by researching expansion into other marketing areas.                Learning to overcome obstacles within the sales process is a key component to success inside of every independent contracting company.  A company and its team will be more successful and influential when team members are confident that they can effectively help client’s overcome their own obstacles and objections such as the major obstacle explored today: “No Need.”  If you want your team to learn to be more effective when overcoming and resolving clients’ obstacles and objections, then give S.E.T. a call today! Thank you for following our weekly blog.  Here at Service Excellence Training, we turn learning into earning!   Follow our blog over the next 4 Thursdays as we delve into the next 4 obstacles presented to us through Zig Ziglar’s intriguing quote:  “Every sale has five basic obstacles: no need, no money, no hurry, no desire, no trust.”    <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads,retention, sales tech, sales technician, service tech, service technician, sales tech training, sales technician training, service technician training, CSR, dispatcher, CSR training, dispatch t" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com/">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” "Recharging the Battery" http://www.serviceexcellencetraining.com/blog.php?id=496 http://www.serviceexcellencetraining.com/rss.php?id=496 We turn learning into earning Tue, 24 Apr 2012 08:58:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title=""Recharging the Battery"" src="http://www.serviceexcellencetraining.com/im_images/recharging_battery.jpg" alt="service excellence training, service excellence, sales, leads,retention, sales tech, sales technician, service tech, service technician, sales tech training, sales technician training, service technician training, CSR, dispatcher, CSR training, dispatch t" width="280" height="169" />   “A salesman, like the storage battery in your car, is constantly discharging energy. Unless he is recharged at frequent intervals he soon runs dry. This is one of the greatest responsibilities of sales leadership.” -R. H. Grant     We all have to “recharge our batteries” from time to time.   When we give ourselves the opportunity to rejuvenate and revive then we can come at our daily tasks and goals with a fresh start and a new sense of motivation.  It is important for independent contractors to recognize when their team members need rejuvenation and it is also important that they possess the skills and resources to help their team refresh so the company can run efficiently.  Today we are going to explore a few useful ways that independent contractors can help their team members “recharge their batteries”:           -Training-  <img style="vertical-align: baseline; margin: 7px;" title="Training" src="http://www.serviceexcellencetraining.com/im_images/group_training.jpg" alt="service excellence training, service excellence, sales, leads,retention, sales tech, sales technician, service tech, service technician, sales tech training, sales technician training, service technician training, CSR, dispatcher, CSR training, dispatch t" width="189" height="188" /> One of the greatest ways to aid in rejuvenating your team is to implement regular training into your company schedule.  Training works to refresh team members in two very important ways.  First, training gives team members an opportunity to see and hear what their job should look like and sound like from an outside perspective.  This is important because if a sales technician is struggling with one area of the sales process or has trouble dealing with a certain objective, training works to help tackle his issue through vivid examples and expert advice.  When a team member’s mind gets stocked full of new ideas and techniques, his confidence grows and he can once again feel refreshed and motivated.    The second major way that training helps rejuvenate is a more indirect benefit than the first yet amazingly important and advantageous.  When an employee sees that their managers and leaders want to invest time, money, and energy into giving them a great training experience then they will feel valued.  When team members feel valued and appreciated, they will be more productive, confident, and motivated team members.  Thus regular team training can spark a sense of motivation and appreciation among employees that works to rejuvenate each individual as well as recharge company morale.     -Encouragement- <img style="vertical-align: baseline; margin: 7px;" title="Encouragement" src="http://www.serviceexcellencetraining.com/im_images/great.jpg" alt="service excellence training, service excellence, sales, leads,retention, sales tech, sales technician, service tech, service technician, sales tech training, sales technician training, service technician training, CSR, dispatcher, CSR training, dispatch t" width="182" height="182" /> While the encouragement aspect of the rejuvenation and recharging process seems like a “no brainer,” it is actually a step that carries great weight yet can be easily overlooked.  Learning how to encourage your team members is a process that requires careful observation.  Some team members may need more regular encouragement than others but regardless of the frequency of encouragement, all team members need it in some fashion.  Encouragement works to recharge team members through reassuring them that their skills, assets, and hard work is noticed and appreciated.  When leaders encourage their team members, it opens up lines of communication between both parties.  Sometimes recharging and renewing comes when an individual knows they are recognized as an important component of the team thus regular and purposeful encouragement is a way that this message can be conveyed to all team members.       -Rewards and Acknowledgement- <img style="vertical-align: baseline; margin: 7px;" title="Awards and Acknowledgement" src="http://www.serviceexcellencetraining.com/im_images/employee_of_month.jpg" alt="service excellence training, service excellence, sales, leads,retention, sales tech, sales technician, service tech, service technician, sales tech training, sales technician training, service technician training, CSR, dispatcher, CSR training, dispatch t" width="192" height="192" /> Along with encouragement, working rewards and acknowledgement into the company culture of an independent contracting business is important to the overall morale of the company as well as each individual team member.  Each employee will prefer a different type of reward or method of acknowledgement, depending on their personality type, but there are several main ways that awards and acknowledgement can be utilized to rejuvenate a team.  The first idea is to bring the team together for a special occasion once a year to acknowledge the hard work and dedication of your company employees.  This works to motivate, excite, and refresh a team when they have a moment to reminisce on accomplishments and goals that have been met throughout the year.    The second way to reward members of your team, especially those that have excelled or have lots of experience, is by allowing an employee to train his teammates on a topic he has researched and planned out. When an employee feels that his leaders trust him to train others, it allows that employee to feel empowered because he has the ability to pass on knowledge as well as the ability to invest in the success and well being of others on his team.  Cultivating effective leadership inside a company team allows from growth and development.  This method keeps team members from feeling “burnt out” but instead allows them feel free to excel, learn, and mentor.     Leaders as well as team members need to have opportunities to “recharge their batteries” in order to perform more effectively.  When a company embraces these important rejuvenation methods from today’s blog: training, encouragement, rewards and acknowledgement; then they will be setting their company team up for great success.  If you’d like to find out more about how the S.E.T. team can help in the “recharging process” inside your company, then give us a call today at 512-333-4133.  Thank you for following our weekly blog.  Here at Service Excellence Training, we turn learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads,retention, sales tech, sales technician, service tech, service technician, sales tech training, sales technician training, service technician training, CSR, dispatcher, CSR training, dispatch t" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com/">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Gina Trapani: How to Write a To-do List that actually gets Done (Work Smart) http://www.serviceexcellencetraining.com/blog.php?id=497 http://www.serviceexcellencetraining.com/rss.php?id=497 We turn learning into earning Mon, 23 Apr 2012 04:27:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Gina Trapani: How to Write a To-Do List that actually gets Done" src="http://www.serviceexcellencetraining.com/im_images/to-do_motivation.jpg" alt="service excellence training, service excellence, sales, leads,retention, sales tech, sales technician, service tech, service technician, sales tech training, sales technician training, service technician training, CSR, dispatcher, CSR training, dispatch t" width="225" height="225" /> Having a clear line-of-action is essential for every independent contracting company.  It is always important to write out the items that need to be accomplish during a day but it is also important to keep things feasible and manageable.  Creating a task list compiled of manageable goals and objectives is important for keeping all team members inside a service company productive and successful.  Take a few minutes to listen to "Fast Company’s", Gina Trapani as she explains the distinction between tasks, goals, and projects as well as explains how to create a productive task list that will help get things done.   <iframe src="http://www.youtube.com/embed/fjjKuoeYP5A" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Just for Laughs: Friday Night http://www.serviceexcellencetraining.com/blog.php?id=498 http://www.serviceexcellencetraining.com/rss.php?id=498 We turn learning into earning Fri, 20 Apr 2012 09:57:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Just for Laughs" src="http://www.serviceexcellencetraining.com/im_images/laughing.jpg" alt="service excellence training, service excellence, sales, leads,retention, sales tech, sales technician, service tech, service technician, sales tech training, sales technician training, service technician training, CSR, dispatcher, CSR training, dispatch t" width="108" height="136" /> We all have to put in hardwork and dedication in order to get great results...including occasionally "staying late on a Friday night" (just like Pam and the rest of 'The Office' Team).  Enjoy this short video clip and a few laughs this Friday afternoon! Wishing you a wonderful, restful, and safe weekend!   <iframe src="http://www.youtube.com/embed/WTixC8aZz0g" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Being Memorable for all the Right Reasons http://www.serviceexcellencetraining.com/blog.php?id=499 http://www.serviceexcellencetraining.com/rss.php?id=499 We turn learning into earning Thu, 19 Apr 2012 09:11:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Being Memorable for all the Right Reasons" src="http://www.serviceexcellencetraining.com/im_images/memorable.jpg" alt="service excellence training, service excellence, sales, leads,retention, sales tech, sales technician, service tech, service technician, sales tech training, sales technician training, service technician training, CSR, dispatcher, CSR training, dispatch training, independent contractor, independent contracting company, HVAC, plumbing electrical, air conditioning, heating" width="283" height="188" /> Every independent contracting business should strive to be a memorable company to their current clients as well as their prospective clients. It is important for every HVAC, electrical, and plumbing company to place purposeful time, training, and attention on the important action-steps that make up the service process inside of their company.  When a company takes time and energy to be sure that their service goes above and beyond the industry standard then they will be positively remembered for their unique and excellent service.  This is important for companies because clients remember the outstanding experiences they’ve had with companies along with the horrible experiences, generally the average experiences get quickly forgotten.  Thus it is very important to ensure that service excellence is the “name of the game” for every team member inside your company from sales techs to service techs to CSRs.  Providing positive and memorable experiences can be boiled down to three important components.  In today’s blog, we’ll delved into these major aspects that make up memorable service standards:     -Accessibility- <img style="vertical-align: baseline; margin: 7px;" title="Accessibility" src="http://www.serviceexcellencetraining.com/im_images/open.jpg" alt="service excellence training, service excellence, sales, leads,retention, sales tech, sales technician, service tech, service technician, sales tech training, sales technician training, service technician training, CSR, dispatcher, CSR training, dispatch training, independent contractor, independent contracting company, HVAC, plumbing electrical, air conditioning, heating" width="225" height="190" /> Doing business with a company that is easily accessible and readily available is a key to being a memorable company that clients will continue to use and potentially refer to others.  Accessibility comes in several shapes and sizes in today’s world.  Accessibility within a company’s hours of operation is a key to standing out and being memorable.  A part of providing great service is serving clients on their time and around their needs rather than what is convenient for the service company.  Expanding a company’s hours of operation as well as implementing a rotation “on-call” schedule for nights, weekends, and holidays may be a great way to create a company that is accessible, convenient, and available.   Along with availability in regards to hours of operation, a great service company will also have a memorable, clean, fresh, easy-to-read, and up-to-date website and social media sites.  It very likely that a great majority of a company’s clients and potential clients will explore the service company’s website or social media sites (Facebook, LinkedIn, or Twitter).  So it is important to be sure that these web resources are accessible and easy to navigate for new and returning visitors.  It is also a great idea to provide information resources on these websites such a link to your company blog, links to informative videos, and posts related to promotions happening inside your company.  When a company maintains accessibility in regards to convenient service, accessible hours of operation, and user-friendly web resources then that company is growing strong service excellence and is working to become a memorable and positive experience for all clients.             -Engagement- <img style="vertical-align: baseline; margin: 7px;" title="Engagement" src="http://www.serviceexcellencetraining.com/im_images/connectedengaged.jpg" alt="service excellence training, service excellence, sales, leads,retention, sales tech, sales technician, service tech, service technician, sales tech training, sales technician training, service technician training, CSR, dispatcher, CSR training, dispatch training, independent contractor, independent contracting company, HVAC, plumbing electrical, air conditioning, heating" width="274" height="182" /> Working with your service company should an engaging experience because it should be like building a strong all-around relationship whether the customer is chatting with a technician, calling a CSR, visiting the company website, or surfing on company social media sites.  A company must work to ensure that they maintain a relationally driven attitude and mindset because retention, growth, and service excellence are built when companies purposefully work to maintain and cultivate relationships with their clients.  Working to develop and nurture relationships start from the moment that a client is in contact with a representative from your service company whether a manager, CSR, or technician.  For example, technicians should work to build client relationships from the moment that they enter a customer’s home.  A tech builds an engaging relationship when he takes the time to use proper body language such as greeting the customer with a smile; or when he asks if his vehicle is in a good spot and uses floor protection properly before entering the home.  All of these examples are great ways for a company to build a strong first impression that can lead to sustaining strong client retention. Clients want to do business with a company that is professional, respectful, engaging, and relationship-driven.               -Excellence- <img style="vertical-align: baseline; margin: 7px;" title="Excellence" src="http://www.serviceexcellencetraining.com/im_images/reaching4excellence.jpg" alt="service excellence training, service excellence, sales, leads,retention, sales tech, sales technician, service tech, service technician, sales tech training, sales technician training, service technician training, CSR, dispatcher, CSR training, dispatch training, independent contractor, independent contracting company, HVAC, plumbing electrical, air conditioning, heating" width="279" height="171" /> This last main point to becoming a memorable company involves maintaining an overall status of service excellence in every facet of your business.  Growing service excellence encompasses both of the previous points: maintaining accessibility and developing engaging relationships.  When a company team is united by a common goal of growing, developing, and maintaining service excellence then the company and the company team has an attitude and mindset to achieve success.  Service excellence doesn’t mean perfection (there will sometimes be mistakes but they will be handled efficiently and properly) but it does mean striving for perfection and maintaining an overall company goal to provide service that is above and beyond the industry standard.  Training on the proper action-steps that make up your company’s non-negotiable service steps as well as training on professionalism, systems and processes, and communication skills are all strong steps in the direction of successfully developing service excellence and becoming a company that is memorable for all the right reasons.     A company that is memorable to its clients through maintaining accessibility, developing engaging relationships, and striving for service excellence is one that is on the path to success.  If you want further company growth in these three important areas, give Service Excellence Training a call today at 512-333-4133.  We love working with independent contractors to help them grow success and service excellence inside their company and within their company team.  Thank you for following our weekly blog.  Here at Service Excellence Training, we turn learning into earning!        <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads,retention, sales tech, sales technician, service tech, service technician, sales tech training, sales technician training, service technician training, CSR, dispatcher, CSR training, dispatch training, independent contractor, independent contracting company, HVAC, plumbing electrical, air conditioning, heating" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com/">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” The 3 Important "C's" of Training http://www.serviceexcellencetraining.com/blog.php?id=500 http://www.serviceexcellencetraining.com/rss.php?id=500 We turn learning into earning Tue, 17 Apr 2012 07:35:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="The 3 Important "C's" of Training" src="http://www.serviceexcellencetraining.com/im_images/the_3_Cs.jpg" alt="service excellence training, service excellence, sales, leads, retention, service techs, service tech, service technician, service technician training, sales tech, sales technician, sales technician training, CSR, CSR training, dispatcher, dispatch training, HVAC, plumbing, electrical, air conditioning, heating, training, sales training, independent contractor, independent contracting company, independent contacting service company" width="319" height="147" /> There are many important components that add up to the success of an HVAC, plumbing, or electrical independent contracting service company.  Whether working to increase leads, grow sales, maintain client retention, promote professionalism, or develop customer relation skills; there is one important activity that works to jumpstart and shape all of these important company components—Training.   In today’s blog, we are going to explore three great factors that come along with implementing a training routine or investing in a specific training program:     -Training promotes Collaboration- <img style="vertical-align: baseline; margin: 7px;" title="Training promotes team collaboration." src="http://www.serviceexcellencetraining.com/im_images/team_collaboration.jpg" alt="service excellence training, service excellence, sales, leads, retention, service techs, service tech, service technician, service technician training, sales tech, sales technician, sales technician training, CSR, CSR training, dispatcher, dispatch training, HVAC, plumbing, electrical, air conditioning, heating, training, sales training, independent contractor, independent contracting company, independent contacting service company" width="159" height="158" /> Training allows team members to be immersed in an environment that values and engages in collaboration and teamwork.  This type of group interaction is key to the learning and knowledge-retention process.  When team members feel free to discuss new ideas in a safe and learning-driven environment then these new concepts can be processed and practiced so they can become effective skills.  Collaboration breeds learning and growth, and company teams that learn the value of collaboration can effectively implement their newfound service excellence skills into every component of their daily interaction with both clients and coworkers.      -Training encourages Creativity- <img style="vertical-align: baseline; margin: 7px;" title="Training encourages Creativity." src="http://www.serviceexcellencetraining.com/im_images/lightbulb_creativity.jpg" alt="service excellence training, service excellence, sales, leads, retention, service techs, service tech, service technician, service technician training, sales tech, sales technician, sales technician training, CSR, CSR training, dispatcher, dispatch training, HVAC, plumbing, electrical, air conditioning, heating, training, sales training, independent contractor, independent contracting company, independent contacting service company" width="210" height="168" /> Creativity goes hand-in-hand with embracing team collaboration.  When team members and trainers share their effective skills and advice with other technicians, CSRs, dispatchers, or managers then it jumpstarts creativity and ingenuity.  When we hear new ideas our brain natural begins to connect that new idea with other related ideas and thoughts inside our mind.  Thus hearing a new concept helps generate other new and potentially useful ideas and skills.  A little creativity goes a long way when it comes to improving services excellence, generating new marketing campaigns, or creating more proficient company plans.          -Training fosters Confidence-  <img style="vertical-align: baseline; margin: 7px;" title="Training fosters Confidence." src="http://www.serviceexcellencetraining.com/im_images/fostering_confidence.jpg" alt="service excellence training, service excellence, sales, leads, retention, service techs, service tech, service technician, service technician training, sales tech, sales technician, sales technician training, CSR, CSR training, dispatcher, dispatch training, HVAC, plumbing, electrical, air conditioning, heating, training, sales training, independent contractor, independent contracting company, independent contacting service company" width="146" height="202" /> After collaboration and creativity begin to take root during a training session or training regimen, then confidence inside a company team will begin to flourish and thrive.  Training naturally promoting an environment of confidence because every team member that works to gain new knowledge and insight into their job will begin to feel more confident and capable to perform their daily tasks well.  Team morale and confidence will inherently begin to rise as employees implement the skills they have gained through training and they start to see how the skills will positively influence and affect their success in the independent contracting world.     The three important C’s of training: collaboration, creativity, and confidence are aspects that add to the success of every service company.  Independent contractors want their team to possess these three assets in order to attain individual employee success as well as overall companywide success. Here at Service Excellence Training we know the great importance of consistent company training.  Because of our passion for independent contractor training, we will be hosting training events on a national level all throughout this year.  Our next two training events will be in Austin, Texas on April 23rd -25th and in Charlotte, North Carolina on May 21st -23rd.  Call us today at 512-333-4133 to register or learn more about our training events.  Thank you for following our weekly blog.  Here at Service Excellence Training, we turn learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, service techs, service tech, service technician, service technician training, sales tech, sales technician, sales technician training, CSR, CSR training, dispatcher, dispatch training, HVAC, plumbing, electrical, air conditioning, heating, training, sales training, independent contractor, independent contracting company, independent contacting service company" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com/">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Steve Jobs: Rules for Success http://www.serviceexcellencetraining.com/blog.php?id=501 http://www.serviceexcellencetraining.com/rss.php?id=501 We turn learning into earning Mon, 16 Apr 2012 10:24:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Steve Jobs: Rules of Success" src="http://www.serviceexcellencetraining.com/im_images/steve_jobs.jpg" alt="service excellence training, service excellence, sales, leads, retention, HVAC, plumbing, electrical, independent contracting company, independent contractors, sales training, sales tech training, sales technician training, CSR, CSR training, dispatch, di" width="156" height="195" /> Independent contractors can attest to the great amount of hard work, perseverance, and passion that it takes to run and grow a successful company in the industry of HVAC, plumbing, or electrical.  This short vidoe interview with the late Apple Founder, Steve Jobs, gives insight to the areas in a company that must be maintained in order to grow and sustain a successful business.  Take a few minutes to glean tips and knowledge from these great insights.   <iframe src="http://www.youtube.com/embed/KuNQgln6TL0" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Just for Laughs: Grover the Salesman http://www.serviceexcellencetraining.com/blog.php?id=502 http://www.serviceexcellencetraining.com/rss.php?id=502 We turn learning into earning Fri, 13 Apr 2012 10:41:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Just for Laughs" src="http://www.serviceexcellencetraining.com/im_images/horselaugh.jpg" alt="service excellence training, service excellence, sales, leads,retention, HVAC, plumbing, electrical, independent contractor, independent contracting company, CSR, sales tech training, sales technician training, CSR training, dispatch, dispatch training, t" width="135" height="170" /> Enjoy this video clip from a classic childhood show, "Seasme Street," and learn some interesting sales techniques from Grover the Salesman! Have a few laughs today and have a wonderful weekend!     <iframe src="http://www.youtube.com/embed/vQj2_Zmq1-o" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Sales: An Essential Part of Business and Life http://www.serviceexcellencetraining.com/blog.php?id=503 http://www.serviceexcellencetraining.com/rss.php?id=503 We turn learning into earning Thu, 12 Apr 2012 09:19:00 -0500 “Everyone lives by selling something. ” -Robert Louis Stevenson   <img style="vertical-align: baseline; margin: 7px;" title="Sales: An Essential Part of Business and Life" src="http://www.serviceexcellencetraining.com/im_images/wheels_turning.jpg" alt="service excellence training, service excellence, sales, leads,retention, HVAC, plumbing, electrical, independent contractor, independent contracting company, CSR, sales tech training, sales technician training, CSR training, dispatch, dispatch training, tech, technician" width="234" height="176" /> It’s amazing how deeply sales are rooted into daily life. We are selling something all the time whether we realize it or not; and it is for this very reason sales can be considered a useful and essential life skill.  Sales technicians from independent contracting companies implement strategic selling techniques into their sales presentations just as young job-seekers implement self-selling techniques into their job interview script.  Some of these selling skills are subconscious but when you purposefully explore and learn these important skills that make up effective persuasion, selling, and closing then you are on the path to training yourself to be a credible, successful, and smart salesmen (whether in the competitive business world or simply in daily life).  Today’s blog will explore four of these important sales skills and how each effect individuals from a business and personal perspective:           -Attitude affects success.-   “Sales are contingent upon the attitude of the salesman, not the attitude of the prospect.” -William Clement Stone    One’s attitude can naturally alter the mood and mindset of their prospects.  Have you ever been around a genuinely happy person? If you have, you know that their optimism and positive outlook on situations and life is contagious.  However, the same can be true of a negative person; their pessimistic attitude can also be transmitted to those around them.  Thus it is vital to have a positive outlook and attitude in every selling situation because your prospects will subconsciously mimic your enthusiasm and attitude.     While prospects will most likely mimic the attitude of the selling tech, it is still important to possess a positive attitude no matter what the reaction of the prospect. Because maintaining an optimistic attitude allows you to keep the upper hand as well as maintain composure and control throughout the entire sales process.  When you stay positive regardless of your outside circumstances, you can change the mood of a situation as well as grow your ability to be resilient and persuasive.  If you teach yourself to be prone to positivity then you will begin to see every situation as an opportunity to learn and grow regardless of your disappointment or attainment at any given moment.        -Learning to read people and personalities provide insight to interaction.-   “The secret of man’s success resides in his insight into the moods of people, and his tact in dealing with them.” -J. G. Holland  When you learn to read people through their body language, tone of voice, and nonverbal communication you gain access to a whole new dimension of potential success in sales.  No matter what you’re selling whether a product, a company, your credentials, or your ideas it is your prospect’s personality and body language that will reveal their true feelings and thoughts.  When you realize this, you will have the ability to work to change or solidify your prospects’ opinion or thoughts about the product, idea, or company you’re selling.  When you learn that particular people respond to sales differently depending upon their personality, you will learn how that particular person likes to close and what benefits of your product or idea this person will find most intriguing.  For example, a person with an “Analytical” personality type will most likely want to know the hard facts, research, and numbers behind what you’re selling.  An “Analytical” person may also want time to think in order to not be rushed to a close.    Just as reading personalities gives you vital insight, learning to reading an individual’s body language can do the same.  For example, if your prospect is leaning forward in their seat, nodding ‘yes’, and making deliberate eye contact with you during your sales presentation then that may be a subconscious sign that they are ready to close the sale.  Learning and training on personality types as well as nonverbal communication can make you a more convincing and relaxed salesman as well as give you the important insight into situations before transitioning to a close or to the next step in your sales presentation.              -Knowing what to say and how to say it to the right person at the right time develops your ability to close sales.-   “Always be closing. That doesn’t mean you’re always closing the deal, but it does mean that you need to be always closing on the next step in the process.” -Shane Gibson   Learning to read situations also goes hand-in–hand with learning to read people.  When working to make a sale, it is vital that you know these four simple components: know what needs to be said, know how you should say it, know when you should say it, and know who you need to say it to (decision-makers).  When you focus on effectively completing each of these components throughout your sales presentation you will be working towards attaining the “little yeses” throughout the sales process that compile to generate the final, “big yes.”    Focusing on what needs to be said is determined based off the initial reason that you are meeting the prospect as well as what is discovered throughout the call (other possible wants and other issues discovered in the diagnostic).  Focusing on how to say what needs to be said depends on a number of things such as; your prospects personality type, how close you are to a close, how interested the prospect is, or the severity of an issue.  Both what needs to be said and how it needs to be said must be determined as the presentation develops.    However, the “who” and the “when” of the sales process are a bit more straightforward.  When working to make a sell, it is important to determine right-off-the-bat that you are speaking with all the decision-makers in order to make the sales process as easy and comfortable as possible.  After this has been determined as well as what and how information needs to be transmitted then you should focus on being receptive to when this information should be presented to your prospect.  Keeping a keen focus on the “what,” “how,” “who,” and “when” of the sales process allows you to make your presentation and interaction streamline, effective, and efficient.     -We learn from experiences whether successes or failures so reap knowledge from every situation and keep new skills on-hand for future situations.-    “In sales there are going to be times when you can’t make everyone happy. Don’t expect to and you won’t be disappointed. Just do your best for each client in each situation as it arises. Then, learn from each situation how to do it better the next time.” -Tom Hopkins    Lastly, it is always important to maintain an attitude and outlook of continual learning.  When a sales tech or any person, for that matter, that is selling something understands that every situation they face, every person they talk with, and every success as well as every failure is an opportunity to learn then they will be on the track to building a strong foundation for success in sales.  Learning how to graciously accept a “no” builds your perseverance, persistence, as well as makes the “yeses” that much more rewarding and satisfying.  When you combine what you’ve learned from every situation with the feeling of success you get when you make a great sale, then you will develop more and more every day into a dynamite salesperson and orator.        Sales are a component of our daily lives whether selling our ideas, products, company, or ourselves.  Success and growth in sales comes when we focus on maintaining a positive attitude, learn to effectively read people, understand the “what-how-who-when” of the sales process, and work to make every experience an opportunity to learn.  If you want to implement a deeper focus on sales inside your independent contracting company then gives Service Excellence Training a call today at 512-333-4133.  Thank you for following our weekly blog.  Here at S.E.T. we strive to turn your learning into earning!     <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads,retention, HVAC, plumbing, electrical, independent contractor, independent contracting company, CSR, sales tech training, sales technician training, CSR training, dispatch, dispatch training, tech, technician" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com/">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” The Power is in HOW you say it http://www.serviceexcellencetraining.com/blog.php?id=505 http://www.serviceexcellencetraining.com/rss.php?id=505 We turn learning into earning Tue, 10 Apr 2012 09:15:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="The Power is in HOW you say it" src="http://www.serviceexcellencetraining.com/im_images/How_you_say_it.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales training, sales tech training, sales technician training, CSR, CSR training, independent contracting company, independent contractor" width="303" height="209" /> Developing, growing, and managing communication skills is important for team members that work inside of an independent contracting company in the industries of HVAC, plumbing, and electrical.  Employees must work to communicate effectively both verbally and nonverbally on a daily basis with coworkers and clients. But why is the development of nonverbal communication skills so important?   Dr. Nick Morgan, communication theorist and coach, ventures to answer this question in the video below as he delves into the importance of nonverbal communication, body language, and tone.  He explains that communication, both verbal and nonverbal, must intermix to create authentic communication.  He posses this interesting question in which he works to answer in his presentation: “What is that unconscious process that you can master, that will give you that authentic communication with the people you work with, your clients, and the world at large?”  Here are points from Dr. Morgan’s presentation that highlight the important aspects of beginning the process of mastering authentic communication:  <iframe src="http://www.youtube.com/embed/NFeDe_0wgvU" height="300" width="350" frameborder="0"></iframe>     1. Understanding the Mystery of Communication- <img style="vertical-align: baseline; margin: 7px;" title="Understanding the Mystery of Communication" src="http://www.serviceexcellencetraining.com/im_images/communication_def.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales training, sales tech training, sales technician training, CSR, CSR training, independent contracting company, independent contractor" width="276" height="197" /> Before a technician, CSR, or manager can understand, grow, and development good nonverbal communication skills they must first have some understanding of the mystery behind communication.   -Common belief- Dr. Morgan explains that most people see their brains as a “director.”  We tend to think that we first make a conscious decision in our minds, which then causes us to act.  While it’s generally supposed that our conscious thoughts lead us to an action, there is new brain research that is leading experts to see the opposite to be true.   -New research- New research is beginning show that a portion of our brains called the Amygdala is responsible for recollecting and processing emotional reactions.  So when an emotion or feeling is processed in the Amygdala it calls on and directs the body to unconsciously move in response.  Conscious thoughts emerge only after this unconscious process has taken place.  Dr. Morgan explains that the result is that the conscious brain spends a great deal of time trying to decipher the unconscious action performed by the body rather than the conscious brain actually directing the action.    -Results- This new research tells us that a larger portion of our brain controls unconscious thought while a somewhat smaller area controls conscious thought.  So as a result, the unconscious portion of our brain, in many cases, makes prominent moves that must later be reasoned out by our conscious brain.  This goes on to further explain that it’s not always what we say but rather how we say it that is important within a verbal presentation inside of a sales call or service call.  Our unconscious brain is first processing how we feel about a situation from visual ques such as nonverbal communication, body language, and tone before our conscious brain ever has an opportunity to process the reasoning within a verbal presentation.  There is always two “conversations” happening when communicating; one in which the unconscious brain is processing the emotions connected to nonverbal communication and the conscious brain that works to process the reasoning and verbal portion of communication.          2. Communication is composed of “Two Conversations”- <img style="vertical-align: baseline; margin: 7px;" title="Communication is Composed of "Two Conversations"" src="http://www.serviceexcellencetraining.com/im_images/mind.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales training, sales tech training, sales technician training, CSR, CSR training, independent contracting company, independent contractor" width="306" height="203" />  Because our minds can be broken down into conscious and unconscious areas this means that we are constantly performing a balancing act to keep these two portions in-check when we are communicating.  When we are talking with coworkers or presenting to a client we are always juggling how we feel (which can be easily revealed through our body language) and the message that we are trying to verbally portray.  Yet interestingly enough, people will always believe body language before the spoken word so don’t let your body language detract from your verbal message; rather practice making them work together and mesh together as one powerful unit.  Getting a proper grasp and control on your unconscious mind helps naturally make your spoken word more believable and your communication more authentic.  When your nonverbal message and your verbal message are united, then you can grow and develop into a strong and effective communicator.     Here at Service Excellence Training, we see the power of communication both verbally and nonverbally.  We have several highly interactive lessons devoted to growth and development of positive body language and nonverbal communication.  We also know the power of role-playing and we implement this practice into our lessons and training sessions.  If you’re interesting in increasing your team’s ability to effectively communicate then give us a call today at 512-333-4133. Thank you for following our weekly blog.  Here at Service Excellence Training we turn learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales training, sales tech training, sales technician training, CSR, CSR training, independent contracting company, independent contractor" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com/">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Les Brown: Why People Fail http://www.serviceexcellencetraining.com/blog.php?id=506 http://www.serviceexcellencetraining.com/rss.php?id=506 We turn learning into earning Mon, 09 Apr 2012 06:58:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Les Brown: Why People Fail" src="http://www.serviceexcellencetraining.com/im_images/lesbrown.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech, sales technician, sales tech training, sales technician training, CSR, dispatch, dispatch training, independent contractor, independent contracting companyr" width="181" height="253" /> Aspirations help to guide and direct an individual’s life as well as an independent contracting service company.  Setting goals are meant to push an individual or team out of their "comfort zone" so they can learn from new experiences. In this video clip, Les Brown raises the insightful point that failure occurs because of aiming for goals that are too low and hitting them rather that reaching for the best and missing.    <iframe src="http://www.youtube.com/embed/uekdv8SiTec" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Part 3 of 3- Skills of a Great Leader: Recognition http://www.serviceexcellencetraining.com/blog.php?id=507 http://www.serviceexcellencetraining.com/rss.php?id=507 We turn learning into earning Thu, 05 Apr 2012 06:44:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Skills of a Strong Leader: Recognition" src="http://www.serviceexcellencetraining.com/im_images/recognition.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech, sales technician, sales tech training, sales technician training, CSR, dispatch, dispatch training, independent contractor, independent contracting companyr" width="208" height="197" /> Strong leaders have to possess an array of great skills; two of which being the ability to reassure their team as well as the ability to effectively recognize their team members.  Developing into a strong leader that wins the trust of his team requires practice and growth in these two valuable areas. Today, we are going to delve into how strong leaders recognize their team members and how strong leaders ensure that their team members know he “really needs them.”   Part of being a leader is having the ability to manage people and regulate a company culture.  One way that great leaders do this is by regularly and purposefully recognizing and encouraging the members of their team.  A company team must know that their leader thinks they are an integral part of the team and that their skills and assets are important to the company’s overall success before they will be able to possess complete confidence in their day-to-day job.  Ron Smith touches on the importance of recognition in his book HVAC Spells Wealth and he poses this important question: “Do they [your team] know that you really need them?”  Below, we will discuss ways in which leaders can develop their ability to recognize their team so that every member can answer “yes, I know my leader and team needs me.”       -Teach yourself to identify moments and situations that are deserving of recognition- <img style="vertical-align: baseline; margin: 7px;" title="Teach yourself to identify moments and situations that are deserving of recognition." src="http://www.serviceexcellencetraining.com/im_images/know_when_to_recog.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech, sales technician, sales tech training, sales technician training, CSR, dispatch, dispatch training, independent contractor, independent contracting companyr" width="283" height="176" /> It is important for growing leaders to know the fine line between purposeful recognition and pointless recognition.  Purposeful recognition should be reserved for moments when specific team members stand out for their work ethic, positive attitude, amazing service excellence, or outstanding work on a job.  A great question to ask yourself when trying to determine if a moment or situation is deserving of recognition is this: “Is this person simply doing what his job requires of him or is he going above and beyond?” If an employee continuously gets praise and recognition for simply completing the tasks in their job description then when they do something to truly stand out, receiving recognition for it is less meaningful.  While regular praise and encouragement is a wonderful trait of a leader, it is important to keep check on when praise is given and why praise should be given. Thus it is important for leaders to learn what moments and situations call for resounding public praise, a quiet pat on the back, or nothing at all.      -Learn how each member of your team likes to be recognized- <img style="vertical-align: baseline; margin: 7px;" title="Learn how each member of your team likes to be recognized." src="http://www.serviceexcellencetraining.com/im_images/thank_you_notes.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech, sales technician, sales tech training, sales technician training, CSR, dispatch, dispatch training, independent contractor, independent contracting companyr" width="185" height="154" /> Once leaders develop a keen understand of moments that deserve recognition it is important that a leader then learn how each of their team members like to be recognized.  Some may want to be recognized in a more public manner in front of their family and team members while others may want private, one-on-one recognition with few people on-looking.  The way that people like to be recognized relies heavily on their personality type thus it is important for leaders to have an understanding of the four main personality types (Driver, Analytical, Expressive, and Amiable) and a general understanding of how their team members fall into these categories.  When a leader takes time to understand his team members’ personality types, then he will be able to better relate to his team members and recognize them in situations that are most comfortable and meaningful for them.       -Remember to praise publicly but reprimand privately- <img style="vertical-align: baseline; margin: 7px;" title="Remember to praise publicly but reprimand privately." src="http://www.serviceexcellencetraining.com/im_images/give_a_thumbs_up.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech, sales technician, sales tech training, sales technician training, CSR, dispatch, dispatch training, independent contractor, independent contracting companyr" width="202" height="114" /> While team members’ personality types and traits play a role in how they feel about public recognition; it stands true across the board that individuals would prefer praise in public but correction and criticism behind closed doors in a one-on-one setting.  It is important for leaders to remember this skill when dealing with positive and negative recognition.  When a person is praised in some type of public setting it boosts their confidence, improves self-esteem, and makes them feel part of a team but when a person is reprimanded publicly it tends to bring them embarrassment, generate anger, and make them feel disconnected from the team.  Strong company teams can come apart at the seams when members are continuously embarrassed and criticized in a public setting because it degrades an individual’s confidence and lowers their ability to learn and grow.  By simply practicing and remembering to utilize this skill of “publicly recognizing and privately correcting” can make team members respect you, trust you, and appreciate your recognition and input as a leader.       -Let your company employees know that they are an important piece of the team-  <img style="vertical-align: baseline; margin: 7px;" title="Let your company employees know that they are an important piece of the team." src="http://www.serviceexcellencetraining.com/im_images/work_together.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech, sales technician, sales tech training, sales technician training, CSR, dispatch, dispatch training, independent contractor, independent contracting companyr" width="226" height="151" /> While recognition seems to be something that only benefits an individual, it actually greatly benefits a company team.  When team members see one of their teammates receiving praise, it calls their attention to what others on their team do on a day-to-day basis.  Many times independent contracting companies have little time for technicians, CSRs, dispatchers, and managers to know what other team members are doing throughout the day but when a leader recognizes the hard work and success of an employee, it causes all other team members to think about what their teammates do to help drive overall company success.  Recognition also works to benefit a team because it encourages a group of individuals to come together to create a success-driven team that works to benefit each other.  Group recognition is also a great way for a leader to let his entire team know that they are needed, respected, and valued.     Leaders that know when and how to recognize and encourage their team members are appreciated and esteemed leaders in the world of independent contracting.  When a growing leader knows how to purposefully recognize, understands how team members wish to be recognized, practices public praise but private correction, and remembers to praise his team as a whole; then he is on the path to successfully growing and strengthening his leadership skills and his company team.  If you are interested in learning more about growing your leadership skills then give Service Excellence Training a call today at 512-333-4133.  We love helping great leaders recognize their great potential! Thank you for following our weekly blog.  Here at Service Excellence Training, we turn learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech, sales technician, sales tech training, sales technician training, CSR, dispatch, dispatch training, independent contractor, independent contracting companyr" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>    Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” The Driving Force of Passion http://www.serviceexcellencetraining.com/blog.php?id=508 http://www.serviceexcellencetraining.com/rss.php?id=508 We turn learning into earning Tue, 03 Apr 2012 13:01:00 -0500 “The biggest mistake that you can make is to believe that you are working for somebody else…The driving force of a career must come from the individual. Remember: Jobs are owned by the company, you own your career”! – Earl Nightingale (Motivational Speaker)   <img style="vertical-align: baseline; margin: 7px;" title="The Driving Force of Passion" src="http://www.serviceexcellencetraining.com/im_images/passion_for_business.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech, sales technician, sales tech training, sales technician training, CSR, dispatch, dispatch training, independent contractor, independent contracting company" width="153" height="153" />   The daily process inside of an independent contracting company in the industries of HVAC, plumbing, or electrical should be well organized, precise, and routine.  However, at times we can get so caught up in the mechanics of the business process that we forget the passion that drove us into the industry in the first place.  It takes a special person with a unique and unwavering passion to work inside of an independent contracting company as a CSR, dispatcher, technician, manager, or owner.  While each person that makes up part of a branch inside of a service company will excel at a specific set of skills, at the core, each devoted member will have a love and passion for three areas:       -Helping Others- Whether it’s repairing cracked pipes in the dead of winter or replacing an old, worn out HVAC system in the sweltering heat of summer; the specialized services of home service companies work to make daily life more comfortable and livable.  Only individuals with a desire to help those in need would work to use their technical skills, customer service abilities, knowledge of sales, or service skills to help customers make well-informed and safe choices about important products used in their home.  Great customer-oriented companies will work to make daily life safer and healthier for the clients by staying abreast of the most current products and research in the field such as: indoor air quality essentials, water quality products, or power surge add-on products.     -Business-  Along with a strong desire to help people, those working inside of an independent contracting company will also have a love for business.  Even if an employee doesn’t fully understand all aspects of the business process, they will appreciate and encourage business growth and development.  Along with this love for business there will also be a strong, team-oriented mindset.  Those that appreciate business will also understand that it requires teamwork because one member’s skills and assets work to grow and enrich the entire company, which further impacts each member inside of the company.            -Personal Life Enrichment-  Individuals with a respect for business will most often appreciate the personal growth and life-enriching benefits of working inside of an independent contracting company.  A person that comes to a company team ready and willing to use their personal skills and assets to grow the company will also have a desire to cultivate and develop their strengths as well as work to strengthen their weaker areas.  Those that truly value personal growth and development will greatly appreciate training that is offered inside of their company.  These team members have the insight to understand that training works to develop skills and knowledge that will help them grow and achieve success inside of their company.         No matter what stage of company growth or development, don’t ever forget the love and passion that brought you into the business world.  You’re strong desire to help others, grow a business, and enrich your life are aspects that you should keep in the forefront of your mind everyday.  Taking time to rejuvenate and rekindle your passion and purpose is a healthy step in the direction of success and service excellence. Here at Service Excellence Training, we love to encourage independent contractors and help them rediscover their passion for the industry, so feel free to give as a call today at 512-333-4133.  Here at S.E.T. we strive to turn your learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech, sales technician, sales tech training, sales technician training, CSR, dispatch, dispatch training, independent contractor, independent contracting company" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Scott Belsky: "Work Smart"- Live and Work with a Bias Toward Action http://www.serviceexcellencetraining.com/blog.php?id=509 http://www.serviceexcellencetraining.com/rss.php?id=509 We turn learning into earning Mon, 02 Apr 2012 10:37:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Scott Belsky: "Work Smart"-Live and Work with a Bias Toward Action" src="http://www.serviceexcellencetraining.com/im_images/scottbelsky.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech, sales technician, sales training, sales tech training, sales technician training, service technician training, service tech training, CSR, CSR training, dispatch, dispat" width="271" height="203" /> Managing projects is an important skill for independent contractors in the industries of HVAC, electrical, and plumbing.  Managers within a service company must ensure that projects are properly handled and daily tasks are delegated correctly.  Scott Belsky gives great advice on managing projects with a biased toward action in this short “Work Smart” video clip.   <iframe src="http://www.youtube.com/embed/2wAKRVm2k2A" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Just for Laughs: Do Something Special http://www.serviceexcellencetraining.com/blog.php?id=510 http://www.serviceexcellencetraining.com/rss.php?id=510 We turn learning into earning Fri, 30 Mar 2012 12:57:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Just for Laughs: Do something special" src="http://www.serviceexcellencetraining.com/im_images/laughing.jpg" alt="service excellence, service excellence, sales, leads, retention, sales, referral lead, referral leads, HVAC, plumbing, electrical, tech, technician, CSR, dispatch, scheduled service plans, maintenance call, sales tech training, sales technician training, " width="108" height="136" /> This little girl is adamant about the importance of her future career.  Like this little girl, let's work to ensure that we make what we do "special."  Enjoy a few laughs today and have a wonderful weekend!   <iframe src="http://www.youtube.com/embed/lSY521Sk6e8" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Part 2 of 3- Skills of a Great Leader: Reassurance http://www.serviceexcellencetraining.com/blog.php?id=511 http://www.serviceexcellencetraining.com/rss.php?id=511 We turn learning into earning Thu, 29 Mar 2012 13:26:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Skills of a Great Leader: Reassurance" src="http://www.serviceexcellencetraining.com/im_images/together.jpg" alt="service excellence, service excellence, sales, leads, retention, sales, referral lead, referral leads, HVAC, plumbing, electrical, tech, technician, CSR, dispatch, scheduled service plans, maintenance call, sales tech training, sales technician training, CSR training, dispatch training, independent contractor, independent contracting company" width="236" height="216" /> Growing into a strong leader that wins the trust of his team requires practice and work in many areas; two of these important areas are reassurance and recognition.  In this blog, we will further explore how a great leader reassures his team and ensures that his team knows his “voice in the dark.”   Just as handling objections on a sale or service call, the best time to handle team questions or objections is before they occur.  But it is also important for a company team to trust their leader’s overall game plan during both the good times and the bad times that the company will pass through.  Difficult times will come for every company at some point but it is important that every leader has the ability to answer “Yes” to the question posed in Ron Smith’s Book, HVAC Spells Wealth: "Do your men (team) know your voice in the dark?"  Here are ways that you can provide positive reassurance to your company team:       -Instill Trust in your Ability to Plan- <img style="vertical-align: baseline; margin: 7px;" title="Instill trust in your ability to plan." src="http://www.serviceexcellencetraining.com/im_images/planning.jpg" alt="service excellence, service excellence, sales, leads, retention, sales, referral lead, referral leads, HVAC, plumbing, electrical, tech, technician, CSR, dispatch, scheduled service plans, maintenance call, sales tech training, sales technician training, CSR training, dispatch training, independent contractor, independent contracting company" width="243" height="147" /> Whether every member on a team will admit it or not, everyone wants to know their company leaders have a “game plan” in action.  Team members want a leader that puts logical, intellectual, and insightful thought into his company’s plan of action.  Although business leaders have to be flexible and willing to transform their plan, it is vital that they create a solid, attainable, and feasible plan.  Company leaders should passionately and confidently present their "game plan" to their team after the plan has been solidified then broken down into measurable and feasible action steps.  A team wants to know that their leaders believe in the plan of action before they will “follow suite” and support the plan whole-heartedly.      -Instill Confidence in your Ability to Guide- <img style="vertical-align: baseline; margin: 7px;" title="Instill confidence in your ability to guide." src="http://www.serviceexcellencetraining.com/im_images/compass1.jpg" alt="service excellence, service excellence, sales, leads, retention, sales, referral lead, referral leads, HVAC, plumbing, electrical, tech, technician, CSR, dispatch, scheduled service plans, maintenance call, sales tech training, sales technician training, CSR training, dispatch training, independent contractor, independent contracting company" width="181" height="177" /> Along with the skills and abilities to plan; strong leaders must prove their superior ability to guide.  Guidance comes in many forms and fashions such as; leading by example in difficult situations, explaining each employee’s individual tasks that will work to make up the company plan, or making the integral decisions in order to propel the company forward.  A leader’s ability to guide takes time.  Even though your leadership and guidance skills may be strong, it takes time to work through different types of company and team situations in order to build each team member’s confidence and trust in your ability to successfully lead them as well as the company.      -Instill Rapport in your Ability to Listen and Answer- <img style="vertical-align: baseline; margin: 7px;" title="Instill rapport in your ability to listen and answer." src="http://www.serviceexcellencetraining.com/im_images/ears.jpg" alt="service excellence, service excellence, sales, leads, retention, sales, referral lead, referral leads, HVAC, plumbing, electrical, tech, technician, CSR, dispatch, scheduled service plans, maintenance call, sales tech training, sales technician training, CSR training, dispatch training, independent contractor, independent contracting company" width="69" height="115" /> While a leader’s ability to guide builds a team’s confidence; showing that you have the ability to listen and answer questions as a leader builds individual and team rapport.  While leaders may have more foresight in their business model and the action steps to make up their plan, great leaders will take time to listen to their employee’s concerns, questions, and suggestions.  All employees, whether managers, CSRs, dispatchers, or technicians, want to feel that they are part of the team and by having their needs and questions heard works to build a more united team.         -Instill Hope in your Ability to Encourage- <img style="vertical-align: baseline; margin: 7px;" title="Instill hope in your ability to encourage." src="http://www.serviceexcellencetraining.com/im_images/encourage.jpg" alt="service excellence, service excellence, sales, leads, retention, sales, referral lead, referral leads, HVAC, plumbing, electrical, tech, technician, CSR, dispatch, scheduled service plans, maintenance call, sales tech training, sales technician training, CSR training, dispatch training, independent contractor, independent contracting company" width="198" height="198" /> A leader’s ability to encourage his team goes hand-in-hand with his ability to listen.  Encouragement comes when leaders empower their employees to have the ability to attain success inside the company.  Encouraging your team can come in many shapes and sizes; it could be an employee appreciation luncheon, an encouraging word, or a form of monetary incentive.  Encouragement and team motivation will go a long way to benefit both the company as a whole as well as all the individual members that make up the company team.  Taking time to encourage, appreciate, and recognize your team shows the depth and maturity of your leadership skills and abilities.         When leaders successfully combine the four skills from above they will win the respect, loyalty, and reassurance of their team.  Leader’s that have the skills to reassure and lead their team through both good and bad times will begin to build a team of strong, capable followers who will work to become great leaders in the company because they have experienced the security of being on a team where they knew their leader’s “voice in the dark.”  Here at Service Excellence Training we have great resources for growing leaders, no matter the stage.  So let us join you on your journey to great leadership.  Thank you for following our weekly blogs.  Here at Service Excellence Training we turn learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence, service excellence, sales, leads, retention, sales, referral lead, referral leads, HVAC, plumbing, electrical, tech, technician, CSR, dispatch, scheduled service plans, maintenance call, sales tech training, sales technician training, CSR training, dispatch training, independent contractor, independent contracting company" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” The Four Most Important Components to Success in Sales http://www.serviceexcellencetraining.com/blog.php?id=512 http://www.serviceexcellencetraining.com/rss.php?id=512 We turn learning into earning Tue, 27 Mar 2012 12:20:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="The Four Most Important Components of Sales" src="http://www.serviceexcellencetraining.com/im_images/sales.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech, sales technician, sales training, sales tech training, sales technician training, service technician training, service tech training, CSR, CSR training, dispatch, dispatch training, independent contractor, independent contracting company, HVAC, plumbing, electrical" width="208" height="208" /> Training on sales inside of an independent contracting company in the industry of HVAC, plumbing, and electrical is vitally important to the growth, service excellence, and stability of a service company.  There are four main areas of focus when it comes to striving for victory in sales. When a sales technician trains on these four components and learns to effectively mix these four important skills, it’s a recipe for success!     -Developing Listening Skills- <img style="vertical-align: baseline; margin: 7px;" title="Develop Listening Skills" src="http://www.serviceexcellencetraining.com/im_images/allears.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech, sales technician, sales training, sales tech training, sales technician training, service technician training, service tech training, CSR, CSR training, dispatch, dispatch training, independent contractor, independent contracting company, HVAC, plumbing, electrical" width="146" height="155" /> While it may seem that the sales process is mostly the technician doing the talking and guiding the sale, it is actually a tech’s ability to listen that makes him more successful when trying to close a sale.  From the beginning, a technician’s ability to listen well demonstrates to the customer that he respects them, he is there to help them, and he will work to solve their problem.  While the ability to effectively listen allows the tech to show respect, it also allows him to efficiently gather information.  When a technician takes the time to be quiet and thus places the responsibility of talking on the customer, he will find that the customer will naturally begin to guide themself through the sales process.  When a customer opens up and the technician consciously listens, it makes the sales process a great experience for both parties. This effective listening process allows the client to know that his needs will be properly met.  This efficient method also ensures that the technician is clear on how to guide the presentation so that he can present products and options that will most effectively meet the customer’s needs and desires.     -Learning to Ask Great Questions- <img style="vertical-align: baseline; margin: 7px;" title="Learn to Ask Great Questions." src="http://www.serviceexcellencetraining.com/im_images/askquestions.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech, sales technician, sales training, sales tech training, sales technician training, service technician training, service tech training, CSR, CSR training, dispatch, dispatch training, independent contractor, independent contracting company, HVAC, plumbing, electrical" width="163" height="157" /> Along with a strong ability to listen, a technician that is successful in sales will also focus on growing his ability to ask clients great questions. Once a technician determines that he is qualifying the real prospects then he can further delve into qualifying his clients’ needs and wants.  Implementing proper questioning techniques also helps the tech refine and delineate what a customer truly wants out of the sales process.  While a customer may express the problems they are concerned about or the products they are interested in upfront, asking customers effective and focused questions that relate to their concerns and interests allows a tech to have a clearer direction on the products and services that would be most beneficial to the customer.  Effectively qualifying the client allows the technician to make a “mental note” of services that will best meet the client’s needs so he can be sure to present those options in greater detail when he gets to the options portion of the sale call.  Having the keen ability to listen and ask great questions will also reveal the objections that a customer may have that would prevent success in closing the sale. The sooner a tech can find out their clients’ objections, the more efficiently and effectively he can overcome them.           -Strengthening Closing Skills- <img style="vertical-align: baseline; margin: 7px;" title="Strengthening Closing Skills" src="http://www.serviceexcellencetraining.com/im_images/ABC.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech, sales technician, sales training, sales tech training, sales technician training, service technician training, service tech training, CSR, CSR training, dispatch, dispatch training, independent contractor, independent contracting company, HVAC, plumbing, electrical" width="232" height="181" /> Closing is the “make-it” or “break-it” point in the sales process.  Many times, team members feel uncomfortable about the closing process because they think asking the client for an agreement or a close doesn’t come natural so they fear they will sound fake or phony.  But if this fear keeps a tech from practicing his closing skills on calls then it will cause him to quickly lose his sales opportunities.  While some clients do jump to the close of a sale, the majority of clients need the technician to ask for the close before they will make their final decision.    While the closing portion of a sale is the most upfront component of the process, it is still important for techs to “read” their customers before asking for a close.  Every customer wants a different type of close as well as a different speed at which the sale is closed, depending upon their personality type.  Closing is even more effective when it is done throughout the entire call.  If a technician can get little “yeses” through the sale call then when it comes to closing the entire sale, the customer will have an easier time saying the big “Yes.”   -Practicing Effective Word Choice- <img style="vertical-align: baseline; margin: 7px;" title="Practicing Effective Word Choice" src="http://www.serviceexcellencetraining.com/im_images/wordchoice.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech, sales technician, sales training, sales tech training, sales technician training, service technician training, service tech training, CSR, CSR training, dispatch, dispatch training, independent contractor, independent contracting company, HVAC, plumbing, electrical" width="162" height="138" />  Closing skills and word choice skills go hand-in-hand when it comes to success in sales.  A technician must learn words that work to build a bridge of effective communication between the client and himself as well as know the words that will quickly build a wall and hinder closing the sale.  Subconsciously, we all have words and phrases that throw-up a “red flag” in our minds so it is important for technicians to have a clear understanding of these words and phrases.  Words paint mental pictures for customers so using a negative phrase such as; “to tell you the truth, I’m cutting you a great deal on this” could make a client think back to a time when they felt misled into regretfully buying a bad product.  That is the last thought that a technician would ever want their customer to initial feel so it is important for technicians to use neutral words that tend to make people feel more comfortable such as saying a positive phrase like; “since we have all the decision-makers present, would you like to sit down at the kitchen table and take a look at our options book?”  Keeping great “power words” in the back of your mind when on a sales call such as using “options book” rather than “price book” or “invest” rather than “pay” is an easy way to make a client feel more comfortable as well as make the sale process smoother and more successful.      These four important areas are essential when training on sales inside of an independent contracting company.  When a technician feels confident is his ability to listen, ask questions, close, and communicate then he will be able to provide service excellence as well as jumpstart his success in sales.  If you would like to learn more about the four important areas of sales then give us a call today at 512-333-4133.  Here at S.E.T., we have great lessons devoted to each of these topics.  Thank you for following our weekly blog.  Here at Service Excellence Training we turn learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech, sales technician, sales training, sales tech training, sales technician training, service technician training, service tech training, CSR, CSR training, dispatch, dispatch training, independent contractor, independent contracting company, HVAC, plumbing, electrical" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Gina Trapani: Work Smart- Mastering your Social Media Life http://www.serviceexcellencetraining.com/blog.php?id=513 http://www.serviceexcellencetraining.com/rss.php?id=513 We turn learning into earning Mon, 26 Mar 2012 13:07:00 -0500 <img style="vertical-align: top; margin: 7px;" title="Gina Trapani: Work Smart-Mastering you Social Media Life" src="http://www.serviceexcellencetraining.com/im_images/relationshipmarketing.jpg" alt="service excellence training, service excellence, sales, leads, retention, service company, employee retention, tech, technician , tech training, technician training, sales tech training, sales technician training, CSR, CSR training, dispatch, independent " width="138" height="138" /> It's important for independent contractors to maintain a social media presence because it can help create leads, build relationships, and grow business contacts.  But staying abreast of social media activity and reguarly updating your sites can take up lots of your valuable time.  In this short “Work Smart” video clip, Gina Tranpani, gives some advice on funneling information, alerts, and notifications in a more effective manner.   <iframe src="http://www.youtube.com/embed/M3KmRTpEkbs" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Just for Laughs: The Best Motivational Speech http://www.serviceexcellencetraining.com/blog.php?id=514 http://www.serviceexcellencetraining.com/rss.php?id=514 We turn learning into earning Fri, 23 Mar 2012 11:43:00 -0500 <img title="Just for Laughs" src="http://www.serviceexcellencetraining.com/im_images/smiling.jpg" alt="service excellence training, service excellence, sales, leads, retention, service company, employee retention, tech, technician , tech training, technician training, sales tech training, sales technician training, CSR, CSR training, dispatch, independent " width="179" height="153" /> We can glean some great advice from this little boy that has just learned how to ride a bike.  So remember..."Practice makes perfect" and "if you believe in yourself, you can do it!" Enjoy this great video and have a wonderful weekend!   <iframe src="http://www.youtube.com/embed/BdCHgzU9beA" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Part 1 of 3-Skills of a Great Leader: Reassurance and Recognition http://www.serviceexcellencetraining.com/blog.php?id=515 http://www.serviceexcellencetraining.com/rss.php?id=515 We turn learning into earning Thu, 22 Mar 2012 13:08:00 -0500 <img style="vertical-align: top; margin: 7px;" title="Part 1 of 3-Skills of a great Leader: Reassurance and Recognition" src="http://www.serviceexcellencetraining.com/im_images/compass.jpg" alt="service excellence training, service excellence, sales, leads,retention, HVAC, plumbing, electrical, independent contractor, independent contracting company, sales tech, sales technician, sales tech training, sales technician training, CSR, CSR training, dispatch, dispatch training, service tech, service technician, service tech training, service technician training" width="217" height="220" /> Leadership is a delicate balance of many attributes, two of which being the confidence to cast a team vision as well as the humility and compassion to openly covey appreciation.  In Ron Smith’s book, HVAC Spells Wealth, he quotes two questions that a retired U.S. Army Commanding Officer repeatedly asked the leaders in his battalion: “Do your men know your voice in the dark?” and “Do they know that you really need them?” These two thought-provoking questions are inquiries that every leader should regularly ask themselves and other influential co-leaders.  Leading a team is a great responsibility because you’re not only impacting the lives of those that you’re directly leading but also their families as well as the other team members that rely on the guidance from the employee you’re directly supervising.  How are you leading those around you?   Growing and transforming into a mature and solid leader requires continual learning and a dedication to leading by example.  In this blog, we will breakdown these two quotes to discover the main attributes inside each message:     - Reassurance: “Do your men know your voice in the dark?” – <img style="vertical-align: baseline; margin: 7px;" title="Reassurance: “Do your men know your voice in the dark?” " src="http://www.serviceexcellencetraining.com/im_images/teams.jpg" alt="service excellence training, service excellence, sales, leads,retention, HVAC, plumbing, electrical, independent contractor, independent contracting company, sales tech, sales technician, sales tech training, sales technician training, CSR, CSR training, dispatch, dispatch training, service tech, service technician, service tech training, service technician training" width="207" height="177" /> Strong leaders should strive to ensure that his followers feel confident and secure in his ability to guide and direct them through even the worst of situations.  Leaders have very little, or no control, over the external situations that come and go in life; but they can control their ability to lead, to adjust the course of action, and to encourage those that are following.  This same leadership mentality holds true for leaders and managers inside of independent contracting HVAC, plumbing, and electrical companies.  A team wants to be reassured of the care, time, preparation, and thought that their leaders and managers put into the company’s sales, service, and marketing game-plans.  Allowing employees to express concern or ask questions is beneficial to the reassurance and encouragement process because when a leader helps employees overcome their fears and objections then the team becomes further empowered and confident.  When leaders have confidence in their plan of action and have the ability to portray their inspiring message to their CSRs, dispatchers, and technicians then they aid in growing employee loyalty, confidence, and retention.     - Recognition: “Do they know that you really need them?” – <img style="vertical-align: baseline; margin: 7px;" title="Recognition: “Do they know that you really need them?” " src="http://www.serviceexcellencetraining.com/im_images/greatjob.jpg" alt="service excellence training, service excellence, sales, leads,retention, HVAC, plumbing, electrical, independent contractor, independent contracting company, sales tech, sales technician, sales tech training, sales technician training, CSR, CSR training, dispatch, dispatch training, service tech, service technician, service tech training, service technician training" width="234" height="164" /> Without followers, a leader ceases to be a leader and he simply becomes an individual with strong convictions.  The same is true in the independent contracting world, without a team-- there is no company and no need for leaders or managers.  Employees want to feel that they are an important component to the plan and to their team.  Employees also want to know that their skills and abilities are important assets to the company.  Many times, simply offering a moment of private or public recognition and praise is a wonderful way to let team members know that they are important and valued.  Everyone likes to be recognized in different ways, some like public recognition; others prefer private praise or some type of reward.  So it is important for leaders to know the manner in which each member of their team likes to be recognized and make recognition, acknowledgement, and appreciation a means to successfully build team rapport and cohesion.     Being a great leader is about managing people, team dynamics, plans, and company culture but two of the most important components of leading is having the foresight and ability to reassure your team in order to instill confidence as well as to recognize the assets of each member on the team.  Leadership requires careful observation skills and intuition in order to successfully manage and guide a team of unique individuals.  Here at Service Excellence Training, we love playing a role in helping grow and develop strong team leaders so give us a call today at 512-333-4133.  Thank you for following our weekly blog.  Here at Service Excellence Training, we turn learning into earning!   Follow our weekly blogs over the next two weeks while we further delineate the important aspects of being a leader that reassures and recognizes his team.   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads,retention, HVAC, plumbing, electrical, independent contractor, independent contracting company, sales tech, sales technician, sales tech training, sales technician training, CSR, CSR training, dispatch, dispatch training, service tech, service technician, service tech training, service technician training" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Part 3 of 3- Looking Toward Leads: Referral Leads http://www.serviceexcellencetraining.com/blog.php?id=516 http://www.serviceexcellencetraining.com/rss.php?id=516 We turn learning into earning Tue, 20 Mar 2012 12:02:00 -0500 <img style="vertical-align: top; margin: 7px;" title="Looking Toward Leads: Referral Leads" src="http://www.serviceexcellencetraining.com/im_images/referral.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech, sales technician, CSR, sales training, sales tech training, sales technician training, CSR training, dispatch training, HVAC, plumbing, electrical, independent contractor, independent contracting company, referral, referrals, referral leads" width="219" height="219" /> Leads are an important part of client generation, increased sales, and overall productivity inside of an independent contracting company in the industry of HVAC, plumbing, and electrical.  For the last two weeks we have explored the important aspects of marketed leads and technician-generated leads.  In today’s blog, we will delve into the last type of lead: referral leads.  We will discuss three of the most important components of excelling in generating strong referral leads:      -Provide Service that is Worthy of Referring- <img style="vertical-align: baseline; margin: 7px;" title="Provide service that is worthy of referring." src="http://www.serviceexcellencetraining.com/im_images/thumbsup1.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech, sales technician, CSR, sales training, sales tech training, sales technician training, CSR training, dispatch training, HVAC, plumbing, electrical, independent contractor, independent contracting company, referral, referrals, referral leads" width="138" height="136" /> The first step to growing your company’s base of strong referral leads is to maintain a high standard of excellence that is worthy of a client referral.  Establishing a positive and strong first impression as well as living up to that initial impression is important when working to earn referral leads.  A company’s culture should embrace high standards of service excellence in every branch of a company team; from the CSR that works to establishes a professional and customer-oriented first impression to the technicians that works to reinforces this positive impression by arriving at a customer’s home prepared and focused.    Rapport is built and service worthy of referring is provided when techs show clients that they are devoted to thorough customer care, dedicated to proper system maintenance, focused on meeting client needs, and committed to presenting all options before any work is started. When a customer is happy and satisfied with every step of the service process then they will be inclined to give great referral leads because rapport, trust, and respect has been established and maintained.      -Provide an Opportunity for Clients to give a Referral- <img style="vertical-align: baseline; margin: 7px;" title="Provide an opportunity for clients to provide referrals." src="http://www.serviceexcellencetraining.com/im_images/passingreferral.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech, sales technician, CSR, sales training, sales tech training, sales technician training, CSR training, dispatch training, HVAC, plumbing, electrical, independent contractor, independent contracting company, referral, referrals, referral leads" width="190" height="190" /> A client may be happy to provide a referral but if they don’t know the process of providing the necessary information then you may miss out on a prime opportunity to gain a strong referral lead.  Thus, it is important for independent contracting companies to provide their clients with an opportunity to provide referrals at the end of their service experience.  When technicians provide this opportunity for clients, it is important that they practice the steps to making the process smooth and effective.    If a customer is thoroughly satisfied with the work that has been completed then the first important step of acquiring a referral lead has been accomplished.  The second step to acquiring strong referral leads from satisfied clients requires a lead-in from the technician.  In order to effectively execute a smooth lead-in, a tech must listen throughout the call to what the customer says about family, friends, and neighbors so they can effectively “open the door” to qualifying a referral lead.  For example, a tech could begin a lead-in by saying, “Sam, didn’t you say you had family that lived in town? You do, that’s great. Do you know if they own their home? Well since they own their home do you think they would be interested in our services?” A lead-in like this gives clients time for their brains to warm-up to thinking in terms of referrals and recall people that could use the company’s services.     The next step to the process is asking for the contact information by providing a referral sheet.  While a client fills out this sheet it is important for a tech to go do other work such as place door hangers or fill-out paperwork in the truck.  When a tech does this step, the client doesn’t feel pressure and they can be free to think of others they may want to refer.  The last step includes asking the client if they would like to call the referral prospect but if they would rather not, then a tech can gain permission to call the prospects.  The steps to the referral process allow for smooth and effective transitions between the client and technician as well as help to generate a larger amount of strong referral leads.      -Referral Leads are Generated and Closed through “Social Proof”- <img style="vertical-align: baseline; margin: 7px;" title="Referral leads are generated and closed through "social proof."" src="http://www.serviceexcellencetraining.com/im_images/socialproof1.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech, sales technician, CSR, sales training, sales tech training, sales technician training, CSR training, dispatch training, HVAC, plumbing, electrical, independent contractor, independent contracting company, referral, referrals, referral leads" width="230" height="136" /> A wonderful benefit to referral leads is that they naturally provide “social proof.”  "Social proof" is a psychological occurrence in which individuals assume that the thoughts and opinions of others prove the value and authenticity of a product, service, company, or idea.  This strong presence of “social proof” is a great aspect of referral leads.  When a service company comes in contact with the referral prospect, the service company already has the support and backing of a completely satisfied client that already has a relationship with the prospective customer.    Referral leads are strengthened because prospective customers will most likely value the opinion of the friend or family member that referred them to the company; thus they will be more inclined and receptive to beginning a relationship with the service company.  Embracing this positive "social proof" that naturally comes along with referral leads can work to grow a strong base of referral prospects that can, in return, lead to a strong base of lifelong, happy, and satisfied clients.     Referral leads are an important component to an independent contracting company.  A company can work to increase their referral leads by providing service that is worthy of referring, offering an opportunity for completely satisfied clients to provide a referral, and embrace the benefits of the "social proof" that naturally comes along with referral leads.  If you want to grow your company’s base of referrals then give Service Excellence Training a call today at 512-333-4133.  We have popular lessons that explore referral leads as well as the other two important types of leads: marketed and technician-generated.  Thank you for following our weekly blog.  Here at Service Excellence Training we turn learning into earning!    <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech, sales technician, CSR, sales training, sales tech training, sales technician training, CSR training, dispatch training, HVAC, plumbing, electrical, independent contractor, independent contracting company, referral, referrals, referral leads" width="232" height="112" />  Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com/">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Brian Tracy: Crash Course on Goal Setting http://www.serviceexcellencetraining.com/blog.php?id=517 http://www.serviceexcellencetraining.com/rss.php?id=517 We turn learning into earning Mon, 19 Mar 2012 13:12:00 -0500 <img style="vertical-align: baseline; margin: 7px;" title="Brain Tracy: Crash Course of Goal Setting" src="http://www.serviceexcellencetraining.com/im_images/briantracy.jpg" alt="service excellence training, service excellence, sales training, service training, sales tech training, sales technician training, service technician training, sales technician training, CSR training, dispatch training, technician, tech, CSR, dispatch, HVAC, plumbing, electrical, plumbing, independent contractor, independent contracting company, independent contracting service company" width="189" height="170" /> Setting goals is extremely important in business life and personal life. Independent contractors in the industry of HVAC, plumbing, and electrical have to prioritize and find the goals that are most pressing to the service company and the goals that bring about the most positive and influential results.  Take a few moments to watch this short video clip of motivational speaker and author, Brian Tracy, as he gives us a “crash course on goal setting.”   <iframe src="http://www.youtube.com/embed/LBO4-WVykUU" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Just for Laughs: Having Fun and Unleashing Creativity http://www.serviceexcellencetraining.com/blog.php?id=518 http://www.serviceexcellencetraining.com/rss.php?id=518 We turn learning into earning Tue, 13 Mar 2012 08:21:00 -0500 <img style="vertical-align: top; margin: 7px;" title="Just for Laughs" src="http://www.serviceexcellencetraining.com/im_images/laughing.jpg" alt="service excellence training, service excellence, sales, leads, retention, HVAC, plumbing, electrical, independent contracting company, independent contractors, sales training, sales tech training, sales technician training, CSR, CSR training, dispatch, dispatch training" width="108" height="136" /> Creativity comes in many forms and fashions.  Does your team unleash their creativity like this company's employees?  Enjoy this funny video clip and have a wonderful weekend!   <iframe src="http://www.youtube.com/embed/2ckF-aslMTY" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” The Importance of Training: It's about more than just the Learning Process http://www.serviceexcellencetraining.com/blog.php?id=519 http://www.serviceexcellencetraining.com/rss.php?id=519 We turn learning into earning Tue, 13 Mar 2012 07:55:00 -0500 <img style="vertical-align: top; margin: 7px;" title="The Importance of Training: It's about more than just the Learning Process" src="http://www.serviceexcellencetraining.com/im_images/classroom.jpg" alt="service excellence training, service excellence, sales, leads, retention, HVAC, plumbing, electrical, independent contracting company, independent contractors, sales training, sales tech training, sales technician training, CSR, CSR training, dispatch, dispatch training" width="319" height="279" /> There are many different outlets of training when working with HVAC, plumbing, or electrical independent contracting companies such as: team building, technical training, customer service skills, or internal company procedures.  But no matter what the topic or subject, training takes a service company to the next level in many different respects. While some of the positive repercussions of training are upfront, there are several benefits that are subconscious and “below the surface” but they play a major role in boosting individual and team morale.  There are three great benefits of training that work to grow company and team success as well as foster a company culture of service excellence:     -Standard of Company Excellence- <img style="vertical-align: baseline; margin: 7px;" title="Standard of Excellence" src="http://www.serviceexcellencetraining.com/im_images/survey.jpg" alt="service excellence training, service excellence, sales, leads, retention, HVAC, plumbing, electrical, independent contracting company, independent contractors, sales training, sales tech training, sales technician training, CSR, CSR training, dispatch, dispatch training" width="189" height="134" /> A focus on training can transform a company that provides average service into a company with a heart and drive to provide service excellence.  Not only does training teach a company team new skills but it also helps to mold, transform, and hewn a company’s mindset into one that is more devoted to excellence in all areas of business.  This happens because training motivates, inspires, and challenges.  Taking time to reevaluate and revamp your company’s systems and procedures as well as service and sales procedures works to make running and growing a company more manageable and more successful.  When all major parts of an independent contracting company are reviewed, then areas that are working well can be encouraged to sustain their mode of excellence and areas that need more attention can be brought to the forefront of a company’s training regimen.       -Transforms a Group of Employees into a Team- <img style="vertical-align: baseline; margin: 7px;" title="Transforms a Group of Employees into a Team" src="http://www.serviceexcellencetraining.com/im_images/teamtable.jpg" alt="service excellence training, service excellence, sales, leads, retention, HVAC, plumbing, electrical, independent contracting company, independent contractors, sales training, sales tech training, sales technician training, CSR, CSR training, dispatch, dispatch training" width="172" height="131" /> Training works to unite employees under a common goal of providing service excellence, sustaining company growth, and growing team success.  No matter what new skills each branch of a company team works on growing and improving, the positive actions of one part of the company works to benefit all other parts whether; service, sales, CSRs, dispatchers, or management.  Training demonstrates to employees that they are a team that will reach success by working as a system that is successfully in sync.     -Employees feel Valued when their Company Invests in their Success- <img style="vertical-align: baseline; margin: 7px;" title="Employees feel Valued when their Company Invests in their Success" src="http://www.serviceexcellencetraining.com/im_images/appreciated.jpg" alt="service excellence training, service excellence, sales, leads, retention, HVAC, plumbing, electrical, independent contracting company, independent contractors, sales training, sales tech training, sales technician training, CSR, CSR training, dispatch, dispatch training" width="162" height="162" />  Training has positive effects that stretch beyond learning new concepts and techniques.  Simply by providing training opportunities for employees allow team members to feel valued.  When a company makes the effort to invest time and money into its team then members feel appreciated both as an esteemed part of the team and as unique individual.  Providing opportunities for training success could be investing in a nice training facility, providing a means for an employee to travel to a training event, or even reviewing training material one-on-one to ensure clarity and to answer any questions.  Employees want to feel confident in their daily tasks and providing informative training sessions is a means to help foster employee confidence, loyalty, and cohesion.     Training is an important aspect of all independent contracting service companies.  It works to build customer service skills, increase team building skills, and allow coworkers to feel valued and appreciated.  If you’re interested in providing more in-depth and beneficial training sessions to your company, let Service Excellence Training walk with your team through all aspects of the training process.  We love being a source of encouragement and information to help grow company success and service excellence. Thank you for following our weekly blog. Here at S.E.T. we strive to turn your learning into earning!    <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, HVAC, plumbing, electrical, independent contracting company, independent contractors, sales training, sales tech training, sales technician training, CSR, CSR training, dispatch, dispatch training" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a> Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Part 2 of 3-Looking Toward Leads: Technician Leads http://www.serviceexcellencetraining.com/blog.php?id=520 http://www.serviceexcellencetraining.com/rss.php?id=520 We turn learning into earning Mon, 12 Mar 2012 12:58:00 -0500 <img style="float: left; margin: 7px;" title="Part 2 of 3- Looking Toward Leads: Technician-generated Leads" src="http://www.serviceexcellencetraining.com/im_images/qualifiedleads.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales training, sales tech training, sales technician training, service tech training, service technician training, CSR, CSR training, dispatch, dispatch training, HVAC, plumbing, electrical, independent contractors, independent contracting company" width="171" height="139" /> Sales inside of independent contracting companies in the industry of HVAC, plumbing, and electrical are driven by three important types of leads: Marketed Leads, Technician Leads, and Referral Leads.  Each of these particular leads work to generate sales as well as to grow and retain a strong client base.  These leads evolve out of potential customers’ service needs and their interest in the service company.  Last week, we explored the important components of marketed leads and in today’s blog we are going to discuss the important aspects of technician-generated leads.  Below are three of the most essential areas of focus when working to increase your company’s technician-generated leads:         -Arrive Focused and Prepared to Work-  <img style="vertical-align: baseline; margin: 7px;" title="Arrive Focused and Prepared to Work." src="http://www.serviceexcellencetraining.com/im_images/1_Tech_greets_customer.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales training, sales tech training, sales technician training, service tech training, service technician training, CSR, CSR training, dispatch, dispatch training, HVAC, plumbing, electrical, independent contractors, independent contracting company" width="200" height="133" /> A technician can improve his chances of generating a repair sale or a replacement lead by coming to the potential customer’s door with tools in-hand and ready to work.  Before the tech even arrives, the customer already knows that there are problems that need to be addressed. Naturally, this is advantageous for generating tech leads especially if the customer sees right off the bat that the technician is focused and ready to work.  A professional and focused demeanor let’s the customer know that the tech is serious about his job, is committed to discovering the problem, and is dedicated to working to find the best solution.    Along with possessing a professional and focused demeanor, it is also important that a tech first address the initial problems that the customer called the service company about before working to set a lead or exploring other areas of sales, service, or add-on opportunities. When a technician comes ready to work and addresses the customer’s initial problems first, then he begins to build rapport and grow customer trust.  Developing this initial relationship on trust is the first step to generating lifelong clients and strong tech leads.        -Capitalize on Opportunities- <img style="vertical-align: baseline; margin: 7px;" title="Capitalize on Opportunities" src="http://www.serviceexcellencetraining.com/im_images/opportunityknocking.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales training, sales tech training, sales technician training, service tech training, service technician training, CSR, CSR training, dispatch, dispatch training, HVAC, plumbing, electrical, independent contractors, independent contracting company" width="130" height="162" /> Tech-generated leads possess an important feature and benefit that marketed leads and referral leads do not naturally have.  A technician lead is generated through face-to-face contact and a direct agreement between a company representative and a customer.  This type of direct lead generation eliminates many potential problems or hindrances that could occur between the period of the customer’s initial interest in the company and their purposeful action to do business with that company. Removing possible deterrents and “roadblocks” within this action-oriented timeframe produces more efficient company-client interaction and greater results.      When it comes to tech-lead generation, it is also important to remember that simply being invited to step foot into a customer’s home is a significant part of the battle.  When a tech makes a professional first impression and then performs a thorough diagnostic for a potential customer, it allows the call to progress smoothly thus giving the tech an opportunity to inform the customer of all the options, add-ons, and service plans that can meet each of their specific needs.  Techs should always capitalize on their opportunity to have a one-on-one conversation with the decision-makers.  This one-on-one time gives the tech a great chance to prove their company’s value, prove the customer’s need for service, and work to build rapport and trust.      -Evaluate the “Big Picture”- <img style="vertical-align: baseline; margin: 7px;" title="Evaluate the "Big Picture"" src="http://www.serviceexcellencetraining.com/im_images/bigpicture2.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales training, sales tech training, sales technician training, service tech training, service technician training, CSR, CSR training, dispatch, dispatch training, HVAC, plumbing, electrical, independent contractors, independent contracting company" width="162" height="190" /> A technician’s job is to evaluate the “big picture” for potential clients.  A tech begins to evaluate the “big picture” by completing a full and thorough diagnostic that includes exploration of the entire system.  Once a tech has completed the diagnostic and has explained to the customer what he has found, he continues to reveal the larger picture through reviewing all of the customer’s options and using a cost comparison analysis to help the customer make the most informed decision possible.    Within the cost comparison calculation, a tech will walk the customer through an analysis that includes components such as: the system’s longevity, the current repair total, the customer’s plans on staying in the home, the cost of future expenses, and potential inflation.  When a tech works with the client to bring all of these important components together then the client will be able to make the most logical and well-informed choice.  When technicians take the time to ensure that their clients understand the overall view of the diagnostic and all the possible options, it naturally leads the client to trust and respect the technician and his company.  The client’s growing confidence and esteem in the service company further results in a higher likelihood of lead generation and client retention.     Technician-generated leads are an important aspect of increasing sales, retention, and client generation.  When a technician embraces a focused demeanor, capitalizes on his call opportunity, and works to present the client with the “big picture” then he is on his way to success in lead generation.  Here at Service Excellence Training, we have lots of popular lessons and material on learning how to increase technician-generated leads so give us a call today at 512-333-4133.  Thank you for following our weekly blog.  Here at S.E.T. we turn learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales training, sales tech training, sales technician training, service tech training, service technician training, CSR, CSR training, dispatch, dispatch training, HVAC, plumbing, electrical, independent contractors, independent contracting company" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Mari Smith: The 3 Best Social Media Practices http://www.serviceexcellencetraining.com/blog.php?id=521 http://www.serviceexcellencetraining.com/rss.php?id=521 We turn learning into earning Mon, 12 Mar 2012 12:13:00 -0500 <img style="margin: 7px;" title="Mari Smith: The 3 Best Practices" src="http://www.serviceexcellencetraining.com/im_images/Mari.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales training, sales technician training, sales tech training, tech, technician, sales tech, sales technician, service tech, service technician, CSR, CSR training, dispatch, indepe" width="200" height="267" /> Using social media sites to promote services and sales for your independent contracting company is a great way to reach your target audience and consumer market.  But there are some tips and ideas that you should think about before posting in your social media sites. Social Marketing Expert, Mari Smith, gives the 3 most important tips and practices that should become habits for you when promoting on your service company’s social media sites.  Take a few minutes to glean some usful tips and helpful information from this audio clip so you can make the most of your company’s online presence.    <iframe src="http://www.youtube.com/embed/qPN8-da3MZQ" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Just for Laughs: Best Boss http://www.serviceexcellencetraining.com/blog.php?id=522 http://www.serviceexcellencetraining.com/rss.php?id=522 We turn learning into earning Fri, 09 Mar 2012 11:13:00 -0600 <img style="vertical-align: baseline; margin: 7px;" title="Just for Laughs" src="http://www.serviceexcellencetraining.com/im_images/smiling.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales training, sales technician training, sales tech training, tech, technician, sales tech, sales technician, service tech, service technician, CSR, CSR training, dispatch, indepe" width="179" height="153" /> Hopefully you, like Michael Scott, think you have the best team in the world! Maybe you could buy yourself a cool mug like his to celebrate. Enjoy some laughs today and have a wonderful weekend!    <iframe src="http://www.youtube.com/embed/AENO1mfvJZA" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Service Excellence Training Announces New Archi-TECH Contractor Training Courses for 2012 http://www.serviceexcellencetraining.com/blog.php?id=523 http://www.serviceexcellencetraining.com/rss.php?id=523 We turn learning into earning Thu, 08 Mar 2012 12:40:00 -0600 <img style="vertical-align: baseline; margin: 7px;" title="The Archi-TECH: Building your Future" src="http://www.serviceexcellencetraining.com/im_images/The_Archi-TECH_Slide_1.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales training, sales technician training, sales tech training, tech, technician, sales tech, sales technician, service tech, service technician, CSR, CSR training, dispatch, independent contractor, independent contracting company, HVAC, plumbing, electrical, air conditioning, heating and air" width="350" height="310" /> First seminar to be in Dallas March 19-21   Austin, TX — February 15, 2012 – Service Excellence Training (SET), a leading contractor sales training company, has announced a new contractor and technician training seminar series entitled, “Archi-TECH, Building Your Future”. The seminars will be held in three separate venues in spring of 2012 including Dallas and Austin, Texas, as well as Charlotte, North Carolina. More information may be found at <a href="http://www.serviceexcellencetraining.com">www.serviceexcellencetraining.com</a>.   “We have reinvented the technician training course,” commented Service Excellence Training CEO Todd Liles. “We have added the highly-sought after skills of Terry Barrett of AirNow who brings an ‘on the job’ perspective to the training seminars.” Terry Barrett, general manager of AirNow in Montgomery, Alabama, is one of the home service industry’s most respected names in technician training.   The training seminar covers three days of hands-on training in a workshop type of environment. The focus in on lead setting and generation, sales effectiveness, and client retention. Early registrants may receive a bonus session with Barrett who will provide custom and personal insights into the attendee’s business. “This is just our way of letting our attendees know that we want to allow them to leave with real, practical knowledge of not just what to do to increase sales, but really how to make it happen,” stated Barrett.   Service Excellence Training (SET) is founded on a solid curriculum of training courses designed to increase lead generation, perfect sales techniques, and improve client retention. Their proprietary training system is focused on helping home service companies train their employees to become experts in performing their job duties.   The training is offered in classrooms, via the web, and on site for service and selling technicians, field employees, client service representatives, dispatchers, and business owners. “SET is truly unique in our approach to working with all levels of companies – whether large or small, new or well-established – in that we do what it takes to help a company start earning more by learning more,” Liles reported.   About Service Excellence Training Service Excellence Training (SET), <a href="http://www.serviceexcellencetraining.com">www.serviceexcellencetraining.com</a>, was founded with the purpose of guiding the independent contractor through the uncertainty of larger competitive environments and helping them to operate their businesses with greater control and predictability. Founded in 2010, SET has more than tripled its number of contractor clients.   For more information, contact Todd Liles at 512-333-4133 or <a href="mailto:todd@serviceexcellencetraining.com">todd@serviceexcellencetraining.com</a>.   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales training, sales technician training, sales tech training, tech, technician, sales tech, sales technician, service tech, service technician, CSR, CSR training, dispatch, independent contractor, independent contracting company, HVAC, plumbing, electrical, air conditioning, heating and air" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com/">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Part 1 of 3: Looking Towards Leads- Marketed Leads http://www.serviceexcellencetraining.com/blog.php?id=524 http://www.serviceexcellencetraining.com/rss.php?id=524 We turn learning into earning Tue, 06 Mar 2012 09:15:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Looking Towards Leads- Marketed Leads" src="http://www.serviceexcellencetraining.com/im_images/gotleads.jpg" alt="service excellence training, service excellence, sales, leads, retention, marketed leads, tech leads, technician leads, tech-generated leads, tech-generated leads, referral leads, HVAC, plumbing, electrical, sales tech, sales technician, sales training, sales technician training, sales tech training, CSR, CSR training, dispatch, dispatch training, independent contractor, independent contracting company" width="180" height="106" />   Inside of every independent contracting company whether HVAC, plumbing, or electrical there are three important types of leads: Marketed Leads, Technician Leads, and Referral Leads.  Each type of lead plays a major role in generating sales and each lead is bred out of a consumer’s need and interest as well as your company’s reputation.  In this blog, we will delve into the important components of marketed leads.  When growing and developing your company’s marketed leads it is essential to maintain focus in these three important areas:     -Know your Target Market- <img style="vertical-align: baseline; margin: 7px;" title="Know your Target Market" src="http://www.serviceexcellencetraining.com/im_images/targetmarket.jpg" alt="service excellence training, service excellence, sales, leads, retention, marketed leads, tech leads, technician leads, tech-generated leads, tech-generated leads, referral leads, HVAC, plumbing, electrical, sales tech, sales technician, sales training, sales technician training, sales tech training, CSR, CSR training, dispatch, dispatch training, independent contractor, independent contracting company" width="162" height="162" /> Before implementing a full-on marketing effort, it is wise to research and determine your target market.  When you have established the area and population that you want to specifically target with your marketing efforts, it allows for further honing and research of the particular zone and marketing pool.  When a company knows their target market, they not only know the area and population they are pursuing but they also will know the places within their target market that will get the most visibility and, in the long run, bring the most leads and results.       -Market within your means and invest in what works- <img style="vertical-align: baseline; margin: 7px;" title="Market within you means and invest in what works." src="http://www.serviceexcellencetraining.com/im_images/investment.jpg" alt="service excellence training, service excellence, sales, leads, retention, marketed leads, tech leads, technician leads, tech-generated leads, tech-generated leads, referral leads, HVAC, plumbing, electrical, sales tech, sales technician, sales training, sales technician training, sales tech training, CSR, CSR training, dispatch, dispatch training, independent contractor, independent contracting company" width="184" height="184" /> This next concept works closely with determining your target market.  Once research on your target market has been completed then it is time to invest in marketing efforts.  When preparing to invest, it is vitally important that service companies focus on advertising and marketing that fits into their company budget as well as marketing that has been proven to work in the target market and marketing zone.  There is no reason to invest in marketing that is outside your company’s means that, in the long run, will produce no results.  It is important for companies to have a marketing plan and budget that they stick with because when a company takes the time and effort to maintain their proposal and financial plan, it will lead to greater critical and analytical thinking about marketing that brings results.     -Capitalize on your company website and social media outlets- <img style="vertical-align: baseline; margin: 7px;" title="Capitalize on your company website and social media outlets." src="http://www.serviceexcellencetraining.com/im_images/internet.jpg" alt="service excellence training, service excellence, sales, leads, retention, marketed leads, tech leads, technician leads, tech-generated leads, tech-generated leads, referral leads, HVAC, plumbing, electrical, sales tech, sales technician, sales training, sales technician training, sales tech training, CSR, CSR training, dispatch, dispatch training, independent contractor, independent contracting company" width="169" height="142" /> Creating an engaging website, accessible social media sites, and intriguing blogs are a cost effective marketing effort, especially in today’s world.  Even if a potential customer sees a compelling advertisement on a billboard or on a door hanger they will most likely do further online research of your company and services.  For this very reason it is so important to keep your website clean, fresh, and up-to-date. Your website, social media sites, or blogs may receive more web traffic or views each day than any of your other marketing efforts.  So why not devote meaningful time and effort into managing these great company investments that will bring opportunities, leads, and results.     Marketed leads are a vital aspect inside of a healthy and growing service company. To make the most of marketed leads it is important to maintain a positive focus on your company’s target market, gain a keen understanding of marketing that works into your budget and works in your target market as well as an emphasis on maintaining useful company web resources.  Here at Service Excellence Training we have popular and engaging lessons devoted to the importance of generating leads as well as access to great marketing resources.  So feel free to give us a call today at 512-333-4133.  Thank you for following our weekly blog.  Here at S.E.T. we love turning your learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, marketed leads, tech leads, technician leads, tech-generated leads, tech-generated leads, referral leads, HVAC, plumbing, electrical, sales tech, sales technician, sales training, sales technician training, sales tech training, CSR, CSR training, dispatch, dispatch training, independent contractor, independent contracting company" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” John Addison: Journey of Success http://www.serviceexcellencetraining.com/blog.php?id=525 http://www.serviceexcellencetraining.com/rss.php?id=525 We turn learning into earning Mon, 05 Mar 2012 12:57:00 -0600 <img style="vertical-align: top; margin: 7px;" title="John Addison: Journey of Success" src="http://www.serviceexcellencetraining.com/im_images/JohnAddison.jpg" alt="service excellence training, service excellence, sales training, tech training, technician training, sales tech training, sales technician training, service technician, sales technician, sales, leads, retention, CSR, dispatch, independent contracting company, independent contractors, HVAC, plumbing, electrical, air conditioning, air conditioning and heating, heating and air" width="118" height="164" /> Whether in business life or daily life, we must take responsibility for our actions and reactions to whatever may come our way.  Leaders within independent contracting companies must also decide to set goals that will propel their company forward no matter what is going on around the country or local area.  In this short excerpt from the Success Symposium, John Addison speaks on seeing success as a journey (rather than a destination) that requires step-by-step and day-by-day choices.  Take some time to glean encouragement and knowledge from this short video clip.   <iframe src="http://www.youtube.com/embed/j1PhnBSG2gk" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Just for Laughs: Discovering Youtube http://www.serviceexcellencetraining.com/blog.php?id=526 http://www.serviceexcellencetraining.com/rss.php?id=526 We turn learning into earning Fri, 02 Mar 2012 12:53:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Just for Laughs: Have you laughed today?" src="http://www.serviceexcellencetraining.com/im_images/laughing.jpg" alt="service excellence training, service excellence, sales training, tech training, technician training, sales tech training, sales technician training, service technician, sales technician, sales, leads, retention, CSR, dispatch, independent contracting company, independent contractors, HVAC, plumbing, electrical, air conditioning, air conditioning and heating, heating and air" width="108" height="136" /> We can all get off task sometimes, especially when it comes to social media sites and Youtube...just like Micheal Scott.  Enjoy this funny video clip and have a wonderful weekend!   <iframe src="http://www.youtube.com/embed/3CZTyNARJ7w" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” A Team that Plays Together Stays Together http://www.serviceexcellencetraining.com/blog.php?id=527 http://www.serviceexcellencetraining.com/rss.php?id=527 We turn learning into earning Thu, 01 Mar 2012 07:37:00 -0600 <img style="float: left; margin: 7px;" title="A Team that Plays Together Stays Together" src="http://www.serviceexcellencetraining.com/im_images/pieceofthepuzzle.jpg" alt="service excellence training, service excellence, sales, leads, retention, independent contacting company, independent contractor, sales training, sales tech training, sales technician training, technician, CSR, dispatch, CSR training dispatch training" width="155" height="155" />Engaging in a little friendly competition, mapping out your next play, learning from a mistake, and encouraging your teammates—sounds more like a fun and interactive game rather than a company meeting or training session, right?  What if your company team’s growth, training, and development could incorporate an interactive component that would aid in the learning process? Company games can be developed in the form of in-house competitions amongst technicians to see who can sell the most add-on products or who can set the most leads in a month.   Games can also come in the form of team building activities or even games that are uniquely developed for your company based off of well-known games such as “Monopoly” or “Jeopardy.”  But the important thing about incorporating games into the business setting is to make them relevant to the training topic or lesson that you want your team to grasp.      While games and activities are a great mode of learning, they are also a tool that can teach a lot about each individual’s personality type as well as the dynamics of the group.  From an external perspective, games are interesting because they place a group of people into a situation where the attributes that they will most likely portray are those that come most natural to them.  Players are placed into a scenario where they must manage competition, strategy, and knowledge recall.  These are all abilities that are vitally important to the growth and success of an independent contracting company team, both individually and collectively:     -Competition- <img style="vertical-align: baseline; margin: 7px;" title="Competition" src="http://www.serviceexcellencetraining.com/im_images/competition.jpg" alt="service excellence training, service excellence, sales, leads, retention, independent contacting company, independent contractor, sales training, sales tech training, sales technician training, technician, CSR, dispatch, CSR training dispatch training" width="136" height="102" /> A healthy dose of friendly competition can be a good way to spark growth and development inside a company team.  Whether a month-long sales competition or one hour of playing an in-house creation of “Jeopardy,” these activities are sure to bring out the competitive side of everyone on your team.  However, it’s always important for leaders and managers to ensure that competition stays in-check and continues to be beneficial for all team members.  Friendly competition spurs on the growth and development of company excellence by keeping a team fresh, rejuvenated, and thinking “on their toes.”  A team that remains energized and is always ready to succeed despite any challenge, is a team that will be well-equipped to provide amazing service excellence.   -Strategy- <img style="vertical-align: baseline; margin: 7px;" title="Strategy" src="http://www.serviceexcellencetraining.com/im_images/strategy.jpg" alt="service excellence training, service excellence, sales, leads, retention, independent contacting company, independent contractor, sales training, sales tech training, sales technician training, technician, CSR, dispatch, CSR training dispatch training" width="142" height="141" /> Games and in-house competitions are also a great way to get your team thinking strategically and purposefully in new situations.  Instilling a strategic and creative mindset into your company team is great for retention, development, and company growth.  Growing team members’ ability to strategize and plan is important when working to close a sale, book a call, or implement a marketing plan.  When team members learn the importance of purposeful planning and strategizing, they will be more inclined to utilize the knowledge they have gained from training while out in the field such as using “power words” and positive body language to get the “little yesses” throughout their presentation.     -Knowledge- <img style="vertical-align: baseline; margin: 7px;" title="Knowledge" src="http://www.serviceexcellencetraining.com/im_images/knowledge.jpg" alt="service excellence training, service excellence, sales, leads, retention, independent contacting company, independent contractor, sales training, sales tech training, sales technician training, technician, CSR, dispatch, CSR training dispatch training" width="249" height="111" /> Games reinforce the learning process and allow knowledge to be retained more easily.  When someone answers a game-winning question correctly, it may be simply viewed as “all-in-fun” but really those questions, answers, and training lessons are making important connections inside the mind.  These mental associations make future recall of the knowledge and training more effective and efficient. What better way to truly engage a team to learn your company’s systems and procedures, closing skills, or qualifying strategies than through a fun, interactive game?       Here at Service Excellence Training we have developed several games and activities that we incorporate into our training sessions.  Each time they are used, we get positive feedback and we see the evident benefits of the three areas above: competition, strategy, and knowledge recall.  We would love to work with your team to help develop training activities, games, and in-house competitions that will creatively grow your team’s learning and development.  Thank you for following our weekly blog.  Here at Service Excellence Training, we turn learning into earning!      <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, independent contacting company, independent contractor, sales training, sales tech training, sales technician training, technician, CSR, dispatch, CSR training dispatch training" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Cultivating Leaders for the Future: Leaders from Within http://www.serviceexcellencetraining.com/blog.php?id=528 http://www.serviceexcellencetraining.com/rss.php?id=528 We turn learning into earning Tue, 28 Feb 2012 10:33:00 -0600 <img style="float: left; margin: 7px;" title="Cultivating Leaders for the Future: Leaders from Within" src="http://www.serviceexcellencetraining.com/im_images/leadership.jpg" alt="service excellence training, service excellence, sales, leads, retention, independent contracting company, independent contractor, HVAC, plumbing, electrical, air conditioning, heating, heating and air, sales training, sales tech training, sales technician training, CSR, CSR training, dispatch, dispatch training" width="116" height="174" />     Leadership is an important component of all successful HVAC, plumbing, and electrical independent contracting companies.  But a strong and mature leader is one who desires to mentor, grow, and cultivate future leaders that are following in their footsteps.  While recruiting great coworkers is always an important part of growing a company, it is also vitally important that leaders cultivate leadership skills in longtime and loyal coworkers that have been part of their company team through good and bad.  Many times, the best leaders are those that come from within the company and who have been trained through the company. They may not have been at the top of the “business ladder” when joining the company team but they have been dependable, solid, growth-oriented coworkers who have consistently worked to better the company and each team member.   Strong leaders can only emerge in your service company if current leaders choose to cultivate and share their knowledge, experience, and leadership skills.  Growing effective leaders from within your company requires several important steps that work to encourage and develop the mindset and skills of a future leader:     -Emphasize the importance of great leadership, not a title- It can be easy for an individual to get their priorities out of focus and place more emphasis on a “prestigious title” rather than the importance of becoming a responsible leader—we’ve all done it before.  Current leaders and managers should strive to consistently instill into their team members the importance of growing into a great leader through leading by example, mentoring, sacrificing, and being a continual learner.  These selfless skills make for a respectable leader, regardless of titles or accolades.  When team members have their sites set on growing and developing these selfless leadership skills rather than just attaining a new title, then great leaders are in the making.     -Present opportunities for team members to be leaders-  Opportunities to develop leadership come in many shapes and sizes.  It doesn’t always have to be preparation for a management position; it could be leading, guiding, or training one section of a company team.  On page 62 of his book HVAC Spells Wealth, Ron Smith, explains how he allowed team members to lead training sessions.  By having team members lead training sessions, it allowed them to learn more about the technical issues inside of their job positions. It also grew their leadership skills and their appreciation of responsibility through the process of learning to lead a group and teach their peers. Learning skills such as these are practical life skills as well as proficiencies that every leader should practice and train within themselves.  Starting out potential leaders with smaller and more manageable tasks such as leading a technical training session, allows for more successful growth into future leadership positions because the team member is presented with an exciting leadership opportunity while gradually getting the feel for greater responsibility.     -Encourage team members to grow to their fullest potential- Leadership is about encouraging others.  A current leader or manager should be a team cheerleader and encourage every coworker to strive to grow to his or her fullest potential.  Surprisingly, a truly great leader will want to cultivate future leaders that are stronger and more knowledgeable than themselves.  Growing strong future leaders requires that current leaders teach and tell about practices, failures, successes, and mistakes that they have made and the important lessons behind each experience.  It is also important that rising leaders are encouraged to grow to their fullest leadership potential in their area of interest and expertise because leadership comes in many forms and fashions.      Part of being an effective independent contractor is constantly recruiting and searching for potential team growth as well as cultivating and growing leaders inside of your company team.  Growing great future leaders requires that current leaders emphasize the importance of leadership, present opportunities for potential leaders to lead, and encourage team members to grow to their fullest potential.  If you’re interested in training and growing leadership skills inside your company team, give us a call today at 512-333-4133.  Thank you for following our weekly blog.  Here at Service Excellence Training we strive to turn your learning into earning!    <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, independent contracting company, independent contractor, HVAC, plumbing, electrical, air conditioning, heating, heating and air, sales training, sales tech training, sales technician training, CSR, CSR training, dispatch, dispatch training" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Patricia Block: Connect with your Target Audience http://www.serviceexcellencetraining.com/blog.php?id=529 http://www.serviceexcellencetraining.com/rss.php?id=529 We turn learning into earning Mon, 27 Feb 2012 09:26:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Connecting with your Target Audience." src="http://www.serviceexcellencetraining.com/im_images/target_audience.jpg" alt="service excellence training, service excellence, sales, leads, retention, employee retention, tech, technician , tech training, technician training, sales tech training, sales technician training, CSR, CSR training, dispatch, independent contractors, inde" width="316" height="237" /> No matter what your industry, (plumbing, electrical, HVAC, or another type of service industry) independent contractors must know their target audience and target market before they can effectively market their company to the fullest potential.  In this short interview with Marketing Professional, Patricia Block, she explains the great importance of knowing and connecting with a service company’s target market in effective and beneficial ways in order to increase sales, leads, and retention.   <iframe src="http://www.youtube.com/embed/Fw9VRoKNlKE" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Just for Laughs: Funny Business Meeting http://www.serviceexcellencetraining.com/blog.php?id=530 http://www.serviceexcellencetraining.com/rss.php?id=530 We turn learning into earning Thu, 23 Feb 2012 12:43:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Just for Laughs: Have you laughed today?" src="http://www.serviceexcellencetraining.com/im_images/smiling.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales technician, service technician, sales tech, sales tech training, sales technician training, CSR, CSR training, dispatch, add-ons, add-on, service plan, independent contractor," width="179" height="153" /> If you enjoy action-packed films like 300, then you are sure to like this interesting business meeting! Enjoy this video and have a few laughs today. From our team to yours-- Have a wonderful rest of the week and weekend!   <iframe src="http://www.youtube.com/embed/5ONezfLHMzg" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Objections: An Essential Piece of the Sales Process http://www.serviceexcellencetraining.com/blog.php?id=532 http://www.serviceexcellencetraining.com/rss.php?id=532 We turn learning into earning Thu, 23 Feb 2012 12:10:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Objections: An Essential Piece of the Sales Process" src="http://www.serviceexcellencetraining.com/im_images/objections.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales technician, service technician, sales tech, sales tech training, sales technician training, CSR, CSR training, dispatch, add-ons, add-on, service plan, independent contractor, independent contracting company, service company, HVAC, plumbing, electrical, air conditioning, heating and air, objections, objection handling" width="325" height="213" /> Objection handling can be a seemingly daunting skill to acquire for many sales technicians, service technicians, and CSRs in the independent contracting industries of HVAC, plumbing, or electrical.   For some, objections seem to be a source of conflict that make them uncomfortable or for others it may seem that clients with objections never invest in the service or products offered during a sale.  However Bo Bennett, founder and owner of Archieboy Holdings, eloquently put objections into perspective when we said,  “An objection is not a rejection; it is simply a request for more information.”  So when looking at objection handling from this proper perspective we see that if a potential customer does not have any objections, they will be the hardest to sell to because they have either decided that they don’t want to buy or they just want to get a price so they can “shop around.”     However, longtime business consulting expert, Dave Yoho, explains in this short video below that objections are a sign of interest. By paying attention to the areas of your presentation where a customer has objections, you will discover the topics that they find most important and most interesting.  So it’s important to see objections as areas with the greatest selling potential. It’s not necessary to become defensive or begin mentally preparing yourself for failure when you run into objections but rather use these moments as opportunities; because once a customer’s objections are overcome then a close is not far behind.   <iframe src="http://www.youtube.com/embed/gTY8CWsp55c" height="300" width="350" frameborder="0"></iframe>   While training to have the right attitude about objection handling as well as learning to handle objections efficiently, remember these points from Dave Yoho’s informative video:      -“The power of an idea can be measured by the amount of resistance that it attracts.” – The areas in life that we are most passionate about are normally the areas that we are quickest to defend.  This same concept can be carried over into a selling situation.  You know that you have “struck a cord” of interest with a potential customer when they have their own thoughts and opinions in response to a point that you make in your presentation.  Thus, it is important to take a mental note of that topic and every time the subject arises you should make sure to thoroughly explain because if you can overcome the customer’s objections on the topic then making the sell will be a much smoother process.        -“The more objections, the more opportunities to sale the prospect”- It can be easy for technicians to label potential customers with seemingly endless objections as “price searchers” or “difficult cases” but in actuality the more objections that a potential client presents, the greater a tech’s opportunity to sell.  There is a higher chance to sell because the client is specifically directing their concerns rather than making the technician guess potential questions or concerns.  More objections make for easier selling situations because there is an opportunity for a more thorough explanation of the areas that are important to the customer.  A technician must be knowledgeable on their company’s services and products in order to successfully overcome customer objections.  However, it is also important to remember that the more objections presented, the easier it will be to close the sale after the objections have been adequately handled, explained, and overcome.       -“Get closer and closer to the decision makers and ask them to make ‘yes’ or ‘no’ decisions”- While having a positive mindset about objection handling and knowing the proper objection handling techniques maximizes closing potential, it is also important to direct the presentation and options to the decision makers during a sale or service call.  When decision makers’ objections are properly and effectively handled it is important that techs know how to eloquently yet purposefully ask for the order.  The only way to set the sale in motion is to get a ‘yes’ or ‘no’ from the decision makers.  If a technician never asks for the order and waits for the customer to jump to the close then he will never know if he has overcome the decision makers’ objections to the fullest potential.  If the primary decision makers’ objections are fully handled and overcome then there is a strong likelihood that the sale will be securely closed.       When a service team has the right perspective on objections and has been properly trained on handling objections then there will be growth and success in making sales, setting leads, selling add-ons, and promoting service plans.  It is important to remember that objections are an essential part of the sales process and without them it is more difficult to make effective progress.  If you want your team to gain a more positive attitude on objections and acquire the skills to properly handle objections then give Service Excellence Training a call today at 512-333-4133.  We have many popular lessons specifically devoted to successfully overcoming the most prevalent objections.  Thank you for following our weekly blog.  Here at S.E.T. we turn learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales technician, service technician, sales tech, sales tech training, sales technician training, CSR, CSR training, dispatch, add-ons, add-on, service plan, independent contractor, independent contracting company, service company, HVAC, plumbing, electrical, air conditioning, heating and air, objections, objection handling" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” "Coming Together, Keeping Together, Working Together" http://www.serviceexcellencetraining.com/blog.php?id=533 http://www.serviceexcellencetraining.com/rss.php?id=533 We turn learning into earning Tue, 21 Feb 2012 10:23:00 -0600 <img style="vertical-align: top; margin: 7px;" title=""Coming Together, Keeping Together, Working Together"" src="http://www.serviceexcellencetraining.com/im_images/pieceofthepuzzle.jpg" alt="service excellence training, service excellence, sales, leads, retention, employee retention, tech, technician , tech training, technician training, sales tech training, sales technician training, CSR, CSR training, dispatch, independent contractors, independent contracting company, HVAC, plumbing, electrical, air conditioning and heating, heating and air" width="148" height="148" /> In the independent contracting world it can be difficult to find and keep a company team that works well together.  There are aspects about each of our personalities and opinions that mesh well with some and clash with others but we will all have to deal with this throughout our lives, no matter what the situation or circumstance.  What is important is that we learn how to come together, keep together, and work together as a team in order to achieve success.    <img style="float: left; margin: 7px;" title="Henry Ford" src="http://www.serviceexcellencetraining.com/im_images/henry_ford.jpg" alt="service excellence training, service excellence, sales, leads, retention, employee retention, tech, technician , tech training, technician training, sales tech training, sales technician training, CSR, CSR training, dispatch, independent contractors, independent contracting company, HVAC, plumbing, electrical, air conditioning and heating, heating and air" width="250" height="204" /> This overall effort of teamwork is a concept that Henry Ford epitomized in the workplace.  He believed that if you treat your workers well and pay them fair wages then they would contribute to the consumer society as well as buy their company’s products.  What better testimonial than an employee that owns their company’s products-- now that’s “practicing what you preach” and displaying company value.  When it came to team effort in order to get a job done in the workplace both relationally and technically, Henry Ford had some great words of wisdom: “Coming together is a beginning. Keeping together is progress. Working together is success.” This same mentality holds true today in independent contracting companies in the industry of HVAC, plumbing, and electrical.  Here is how Ford’s quote can be used to build team cohesion, rapport, and success in the workplace today:     -“Coming Together”- It is a wonderful feeling when you finally get the team dynamic right.  But acquiring the best members for your team doesn’t magically happen overnight, it takes tireless recruiting efforts (whether you’re actively looking to hire or not) as well as relationship building and growth amongst your current team.  But even if you feel that you have the right people on your team you must remember, “Coming together is the beginning.” You can have all the right people on your company team but if you don’t work to keep their skills sharp through training in customer service, systems and processes, as well as professionalism then you will lose the great employees, instill bad habits into the employees with potential, or retain the employees that aren’t the right fit.  So getting great team members is an essential step, but only the beginning, in building an amazing service team.     -“Keeping Together”- Retaining the right company team takes conscious time and effort but in the end it creates greater internal coworker loyalty.  Remember, “Keeping together is progress.” Retention is a continual work in progress.  Managers and leaders must consistently check-in with coworkers to ensure that they feel confident and capable in their job, make sure they feel they are the right fit, and determine if there are any questions or issues that need to be handled.  Great managers and leaders will purposefully spend time and effort managing relationships inside the company; because company success and progress happens when internal teamwork is consistent and efficient.     -“Working Together”- Effectively working together deals with teamwork on a relational and technical level.  When a team works together to benefit each other it comes in the form of following systems and processes, performing non-negotiable action steps on every call, and talking highly of the company and coworkers.  Working together also includes being respectful of team members and encouraging each person to take responsibility for their own actions without passing blame.  Any system that relies on multiple parts to function is unable to work properly when its parts aren’t working together and the same is true for coworkers inside of a company.  A company can’t succeed and benefit its workers if employees do not first put in effective hard work and teamwork.  Company success internally and externally occurs when individuals choose to come together, stay together by putting their differences aside, and work together for a greater purpose.      Coworker retention is a delicate process that requires purposeful time and energy but it is an essential piece to overall company success.  Having the best members to make up a team will help grow your company in the right direction and develop greater service excellence.  Here at Service Excellence Training we have many popular lessons revolving around employee retention and effective teamwork skills so let us encourage you as we work together to create the action steps for your employee retention plan.  Thank you for following S.E.T.’s weekly blog.  Here at Service Excellence Training we turn learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, employee retention, tech, technician , tech training, technician training, sales tech training, sales technician training, CSR, CSR training, dispatch, independent contractors, independent contracting company, HVAC, plumbing, electrical, air conditioning and heating, heating and air" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Stephen Covey on Choosing Success http://www.serviceexcellencetraining.com/blog.php?id=534 http://www.serviceexcellencetraining.com/rss.php?id=534 We turn learning into earning Mon, 20 Feb 2012 09:41:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Stephen Covey on Choosing Success." src="http://www.serviceexcellencetraining.com/im_images/covey.jpg" alt="service excellence training, service excellence training, sales, leads, retention, sales training, sales tech training, sales technician training, CSR training, CSR, tech, technician, independent contractors, independent contractor, independent contracting company, service company, HVAC, plumbing, electrical, air conditioning, heating and air" width="181" height="208" /> Independent contractors in the industry of HVAC, plumbing, and electrical must possess a unique leadership potential.  But success as a leader is born out of choices that an individual makes.  While we cannot control everything that happens to us over the course of our lives or within our business life, we can control our response to situations; thus self-generating and creating our own path to fulfillment and success.  In this short video clip, author and motivational speaker, Stephen Covey explains how leaders are self-made through deliberate and purposeful choices.    <iframe src="http://www.youtube.com/embed/U8LM4C1l70U" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Just for Laughs: Office Stress http://www.serviceexcellencetraining.com/blog.php?id=535 http://www.serviceexcellencetraining.com/rss.php?id=535 We turn learning into earning Fri, 17 Feb 2012 06:00:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Just for Laughs: Have you laughed today?" src="http://www.serviceexcellencetraining.com/im_images/laughing.jpg" alt="service excellence training, sales, leads, retention, independent contractors, independent contracting, independent contracting company, HVAC, plumbing, electrical, heating and air, heating and air conditioning, CSR, sales tech, sales tech training, tech " width="108" height="136" />   Someone needs to get some proper heating and cooling in this office quick...and reduce some high employee stress! Enjoy this video and some laughs today. Wishing you and your team a wonderful day!   <iframe src="http://www.youtube.com/embed/YYFwJLingA4" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Foundation for the Future: The 5 Most Important Affects of Training http://www.serviceexcellencetraining.com/blog.php?id=536 http://www.serviceexcellencetraining.com/rss.php?id=536 We turn learning into earning Thu, 16 Feb 2012 09:47:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Foundation for the Future: The 5 Most Important Affects of Training" src="http://www.serviceexcellencetraining.com/im_images/classroom.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales training, sales tech training, sales technician training, CSR, dispatch, independent contractor, independent contracting company, independent contractor, HVAC, plumbing, electrical, air conditioning and heating, heating and air conditioning" width="319" height="279" />  <img style="float: right; margin: 7px;" title="Ben and Krista Moreno of Diamond Air" src="http://www.serviceexcellencetraining.com/im_images/benkrista.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales training, sales tech training, sales technician training, CSR, dispatch, independent contractor, independent contracting company, independent contractor, HVAC, plumbing, electrical, air conditioning and heating, heating and air conditioning" width="176" height="117" />     “We started our foundation work with Service Excellence Training in 2010, and the results have been amazing!  Our techs are more comfortable communicating with homeowners, and they are held accountable for results each day.  We are so grateful to be rebuilding our foundation through training with S.E.T. each week because it has made a HUGE difference in our company.”  –Krista Moreno (Owner of Diamond Air)        Training works to positively affect and successfully grow independent contracting companies in the industries of HVAC, plumbing, and electrical in many different facets.  A major benefit of implementing training into your company routine is the way in which it positively benefits and transforms your company’s overall culture.   Training does wonderful things for service companies and below are the 5 major areas that training affects inside of a company:     1.    Training builds confidence- Confidence is one of the most important things that an employee can have when it comes to doing their job and doing it well.  Most employees, even if they attended schooling for a certain subject, come into a new position not being sure of the details of that company or the expectation of that company.  This creates a lower level of confidence.  This lack of confidence goes into the field with the employee and they have a harder time overcoming objections, they have difficulty answering questions, and they struggle with really building the value of the business.  When an employee is well trained and they have a very clear understand of what is expected of them then they are able to go out into the field to successfully work and flourish.      2.    Training builds belief- Confidence and belief go hand-in-hand but confidence is slightly different than belief, in the sense that a person can be confident in something and not really be sure why they believe what they do.  When you train it’s an opportunity to answer questions, an opportunity to address concerns, and an opportunity (if you will) to lay down the value system of your company. Training is also your employees’ opportunity to check-in to see if their belief system matches with yours and if it doesn’t, it’s your opportunity to change that belief system.  A perfect example of this is when an employee was previously a “time-and-material” employee but they are now coming into your flat-rate company.  This employee is going to need a certain amount of “value adjustment” so that he can begin to believe in the way that you price.   It also builds belief in the team.  If the whole team is behind you then they will be behind you because the message is being shared as a group.  Thus it is going to be a lot easier for everyone to join together and work toward common goals.  Which leads us to the next point-- establishing expectations.      3.    Training sets and establishes the expectations- It’s impossible to expect that a person should know what they should do when it has never been clearly defined and laid out in front of them.  When you have a good training program, it not only establishes the expectation for key performance indicators; which are the results that we are looking for when it comes to sales, lead generation, and client retention.  But it also teaches employees how to get those three important factors.  It teaches them a system by which they create happy clients and a system by which they will create positive energy for the company that will result in increased sales and client retention.  So training helps set the expectation but it also shows employees how to achieve the expectation.  When you do these things, it generates the results that you’re looking for.      4.    Training generates results because people can now achieve against the expectation- Training is, by far, the best investment that you’ll make inside of your company.  When marketing dollars are put out into the marketplace it will generate different responses; depending upon the economy, sometimes you’ll get great responses and sometimes you won’t.  However, the factor that can be a common thread inside of your business is the ability for your current employees to generate against an established set of expectations with the opportunities they receive.  Matthew Stewart, Owner of Advanced Comfort Systems, had this to say about how training helps a company team achieve more with the opportunities given to them: “My company realized $2 million in additional revenue without an increase in call volume, due to the selling techniques that Service Excellence Training instilled in my team.  What a difference!”   Training is the only way to assure that you’re going to have constant production.  When you see production go up then you can celebrate but if production happens to go down it’s not time to stop training; rather it’s time to reevaluate what you’re doing and make the proper adjustments to keep succeeding.  When we do all this, we really build the future of our company.      5.    Training literally lays the foundation upon which a future is built- Building the future of a company depends on so many different functioning levels inside of a business; from purchasing the products that you sell, to getting the word out through marketing, to having the administrative to support the employees that are in the field.  All of these components are critical but the backbone that delivers the message and the work that makes work happen is the training that you do inside your business.  It is literally the foundation of the future that you’re going to build and if you don’t lay a proper foundation, your building and your future will never be as great as it could be.     Training inside of a company builds confidence, it builds belief, it establishes expectations, it generates results, and it lays the foundation for what your business will be built upon.  Service Excellence Training is excited to be offering classroom-training sessions on a national level this year! We would love to play a part in helping you grow your company in all the important areas from above.  To find out more or to register for our class coming up on March 19th- 21st in Dallas, Texas visit our S.E.T. website and explore our “classes” and “calendar” tabs.  Thank you for following our weekly blogs.  Here at Service Excellence Training we turn learning into earning!     <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales training, sales tech training, sales technician training, CSR, dispatch, independent contractor, independent contracting company, independent contractor, HVAC, plumbing, electrical, air conditioning and heating, heating and air conditioning" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Growing the S.E.T. Team: Terry Barrett http://www.serviceexcellencetraining.com/blog.php?id=537 http://www.serviceexcellencetraining.com/rss.php?id=537 We turn learning into earning Wed, 15 Feb 2012 09:24:00 -0600 <img style="vertical-align: baseline; margin: 7px;" title="I can do all things through Christ who gives me strength. Philippians 4:13" src="http://www.serviceexcellencetraining.com/im_images/phil4-13.jpg" alt="service excellence training, service excellence, sales, leads, retention, tech training, sales tech training, sales training, independent contracting, independent contractor, independent contracting company, training, HVAC, plumbing, electrical, heating a" width="300" height="225" /> A few simple words. A great deal of wisdom.   From these words, millions have drawn… Strength. Comfort. Knowledge. Confidence.   And not surprisingly, these words represent attributes that many successful contractors have in common. But most of them did not achieve success alone.   They drew on the strength of others in building a successful business… but how can you tell the difference between those “others” who can really help you and those who are just out to help you spend your money?   ____________________________________________________________________________________________  <img style="vertical-align: baseline; margin: 7px;" title="Growing the S.E.T. Team: Terry Barrett" src="http://www.serviceexcellencetraining.com/im_images/Terry_cropped.png" alt="service excellence training, service excellence, sales, leads, retention, tech training, sales tech training, sales training, independent contracting, independent contractor, independent contracting company, training, HVAC, plumbing, electrical, heating and airg" width="200" height="151" /> Hello, my name is Terry Barrett. I am a contractor who has been in the home services business for over 14 years. I am a trainer. I am a Christian with a strong work ethic who lives to help others succeed. I have a wonderful wife of 17 years and seven incredible children. I manage a company that has gone from $600,000 to $3.5 million a year.   The purpose of this letter is to introduce myself to you and share my motivations… which are to help you succeed in the right way, with no unrealistic promises, but with only genuine, heartfelt help and guidance to give you the “strength to do all things”.   It is my goal to help you do the following:   <ol> <li>Retain technicians… it is shown that companies that invest in their technicians reduce turnover rates by providing rewarding and satisfying places to work</li> <li>Retain and strengthen customer relationships so they will rave about your company while continuing to do business with you again and again</li> <li>Increase leads from your technicians</li> <li>Build sales from the existing calls you already receive</li> </ol>   I would like to personally invite you and your technicians to attend a very special seminar that will accomplish all of the above and help you design and build the company you want and deserve. You may find more information at <a href="http://www.serviceexcellencetraining.com">www.serviceexcellencetraining.com</a> or we will mail it to you (along with a special offer) if you call us at 512-333-4133.   Please feel free to reach out to me directly with any questions about the program. I hope to see you there.   Yours in achieving more,   Terry Barrett Trainer. Contracting Business Manager. General Manager, AirNow HVAC   P.S. How do some business owners scale their businesses to the next level while others continue to struggle?   The answers may surprise you! Call us to find out at 512-333-4133 and ask for Stacy.      Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Attitude is Everything http://www.serviceexcellencetraining.com/blog.php?id=538 http://www.serviceexcellencetraining.com/rss.php?id=538 We turn learning into earning Tue, 14 Feb 2012 09:14:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Tom Hopkins: Attitude is Everything" src="http://www.serviceexcellencetraining.com/im_images/Tom_Hopkins.jpg" alt="service excellence training, sales, leads, retention, sales training, sales tech training, sales technician training, CSR training, dispatch training, independent contracting company, independent contractors, independent contractor, HVAC, air conditioning and heating, heating and air, plumbing, electrical" width="153" height="153" /> In life, attitude is a key component to success.  The way that we think about our work, our personal mission, and ourselves plays a major part in the actions that we ultimately display.  Having the ability to control our attitude is a skill that may not always be the most enjoyable to acquire but it is a skill that will always benefit us in the long run.  In the brief video below, Tom Hopkins says; “attitude is everything in selling.” So what is our attitude made up of and how does it affect our ability to sell?   <iframe src="http://www.youtube.com/embed/d3gd1mCBMMk" height="300" width="350" frameborder="0"></iframe>    A positive and constructive attitude increases our ability to interact with customers and improves our ability to sell our company, service, and products.  The two major parts that make up our attitude are enthusiasm and conviction.  When these two parts positively and passionately mesh, we build an attitude that is geared toward success:     -Enthusiasm-  <img style="float: left; margin: 7px;" title="Attitude is made up of Enthusiasm." src="http://www.serviceexcellencetraining.com/im_images/can_do.jpg" alt="service excellence training, sales, leads, retention, sales training, sales tech training, sales technician training, CSR training, dispatch training, independent contracting company, independent contractors, independent contractor, HVAC, air conditioning and heating, heating and air, plumbing, electrical" width="150" height="152" />This is your excitement and passion.  It is important to remember that when working face-to-face with potential customers, they will subconsciously replicate the enthusiasm that you display.  If you’re calm and confident they will portray a calmer demeanor but if you’re nervous or move too quickly through the sale process then they will display uptight behavior.  It’s truly a delicate balance.  Being overly eager can drive a customer away but not possessing enough enthusiasm can cause a customer to be uninterested.  Your actions and attitude have amazing power and influence during a sale or service call.  Controlling your attitude helps you control your actions. When a positive attitude and the right amount of enthusiasm are transmits to a customer, it helps improve their mental attitude and builds rapport.      -Conviction-  <img style="float: left; margin: 7px;" title="Attitude is made up of conviction." src="http://www.serviceexcellencetraining.com/im_images/number1.jpg" alt="service excellence training, sales, leads, retention, sales training, sales tech training, sales technician training, CSR training, dispatch training, independent contracting company, independent contractors, independent contractor, HVAC, air conditioning and heating, heating and air, plumbing, electrical" width="160" height="160" />This is what you believe and the way that you convey your beliefs.  When you believe in the mission of your company and you truly believe that your company’s service and people are of the highest standard of excellence then your conviction will be easily displayed to a homeowner. Customers know when you believe in the product or service you’re selling but they can also tell if you don’t. When you’re explaining a repair or going over options, homeowners want to see that you believe in your products, unique service excellence, and they want to know that your recommendations will fix their problems. Displaying your honest conviction throughout the entire sale or service process shows customers that they have picked the right service company.  It also indicates that you’re a knowledgeable and confident technician that will find the solution to their problem.     But how do we possess a positive attitude made up of the right mixture of enthusiasm and conviction? Tom Hopkins says that we have to perform daily “mental psych-ups ” which are basically personal encouragement sessions.  By feeding our minds encouraging and uplifting thoughts it allows us to rid ourselves of negativity and discouragement.  Here are two of the steps Tom Hopkins gives us about the “mental psych-up” process:     -Let go of the Past- It can be easy to relate a past failure to a present situation but when we do this we are embracing defeat rather than success.  It is important that we learn that past failures are learning experiences rather than setbacks.  When we choose to let go of our bad past experiences we bring positive energy to the present moment rather than negativity.  Tom Hopkins says that it is vital that we continually tell ourselves; “I will live in the present moment.”   -Live in the Present- When we choose to live in the present moment we have the mindset that we need to properly and successfully address the issues revolving around our current situation.  We can always use helpful insights and lessons from past experiences.  However, it is important to approach every situation from a fresh standpoint and know that you have the experience, skills, and resources that you need to be successful in the present moment.      It is vital that we embrace a positive attitude because our attitude affects our mindset and our mindset affects our words and our actions.  Here at S.E.T. we have tools that help you and your team build an attitude and outlook of success.  Let us walk with your team through this growing process and let us be a resource of encouragement and guidance.  Thank you for following our weekly blogs.  Here at Service Excellence Training we turn learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, sales, leads, retention, sales training, sales tech training, sales technician training, CSR training, dispatch training, independent contracting company, independent contractors, independent contractor, HVAC, air conditioning and heating, heating and air, plumbing, electrical" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Scott Belsky: Overcoming the Addiction to 'Insecurity Work' http://www.serviceexcellencetraining.com/blog.php?id=539 http://www.serviceexcellencetraining.com/rss.php?id=539 We turn learning into earning Mon, 13 Feb 2012 08:57:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Scott Belsky: Overcoming the Addiction to 'Insecurity Work'" src="http://www.serviceexcellencetraining.com/im_images/scottbelsky.jpg" alt="service excellence training, sales, leads, retention, independent contractors, independent contracting, independent contracting company, HVAC, plumbing, electrical, heating and air, heating and air conditioning, CSR, sales tech, sales tech training, tech training, technician training, sales technician training" width="271" height="203" /> Independent contracting companies in the industry of HVAC, plumbing, or electrical deal with "information overload" on a daily basis.  Whether following sales, leads, retention, company social media interaction, blog comments, or website ranking these areas can be classified as ‘insecurity work’ (work that we do because we want to make sure all is well and running smoothly).  Fast Company’s, Scott Belsky, explains that we have to compartmentalize, delegate, and regulate our ‘insecurity work’ in order to put our most useful energy into the what is important and what grows the company.      <iframe src="http://www.youtube.com/embed/BcLe6whYpys" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Client and Company Benefits of the "Happy Call" http://www.serviceexcellencetraining.com/blog.php?id=540 http://www.serviceexcellencetraining.com/rss.php?id=540 We turn learning into earning Wed, 08 Feb 2012 20:31:00 -0600 <img style="float: left; margin: 7px;" title="Client and Customer Benefits of the "Happy Call"" src="http://www.serviceexcellencetraining.com/im_images/happyCSR.jpg" alt="service excellence training, sales, leads, retention, CSR, dispatch, tech, technician, sales tech training, sales training, sales technician training, independent contracting company, independent contractor, service company, HVAC, plumbing, electrical" width="136" height="135" />     The importance of outbound “Happy Calls” can be easily overlooked.  However, these CSR calls hold great significance and are a source for gathering useful and unique information.  “Happy Calls” benefit both the independent contracting company as well as the client.  While these calls add a unique personal touch to the service experience, they also work to benefit the service company and the client in these ways:        -Reflection- “Happy Calls” allow the customer and the service company to pause and reflect on the service or sale call that has just taken place.  Having this important time to reflect gives the client an opportunity to put thought into the specific and unique areas of service excellence that their service company purposefully performs such as; wearing floor protection, parking the service vehicle on the street, or giving the customer the “agenda” before the presentation process begins.  This reflection time also allows for the CSR to document areas that may need improvement or attention as well as the areas that are successful.  Taking a moment to pause and retrace the steps of a call is a great way for both the service company and the client to have a vocal say in highlighting areas of matchless excellence, areas in need of development as well as mutually build a stronger and more positive relationship.        -Reciprocal Regulation- Along with providing a moment of purposeful reflection, “Happy Calls” also provide a means for the client to exercise control and involvement in the investment they have made and in the service that they receive; while also giving the service company a means to regulate customer satisfaction.  Clients want to feel that their investment is important to their service company and that the service they received throughout the service call was purposeful and of the highest quality.  Allowing customers to share their thoughts and opinions with a company representative allows them to feel important to the company.  “Happy Calls” also allow the service company to have a sense of control and regulation by directing customer service questions in a positive and purposeful manner as well as pinpointing unique areas of service excellence that are performed on every call.  Outbound “Happy Calls” are also a means for a service company to be positively remembered and they are a great way to end a service or sale call on the right foot.     -Resolution and Reinforcement- “Happy Calls” are also a constructive way to address, mend, and resolve any issues or problems that a client may have.  By providing a means for a customer to layout their concern before they become a bigger issue is effective conflict resolution that also grows a customer’s respect and trust in the service company.  If a client knows that their service company cares enough to go out of the way to see if there are any concerns that need to be addressed then it greatly reinforces service excellence and customer satisfaction.  “Happy Calls” are an effective means to quickly and efficiently resolve issues, which is great for building rapport and retaining a strong client base.     It’s amazing how small acts of service excellence accumulate to grow a company’s success.  “Happy Calls” are one of those essential parts that ultimately help to build excellence.  S.E.T. has great resources for CSRs including popular lessons on the importance of the “Happy Call.”  We would love to work with your service company’s CSRs and your entire team to grow and develop fundamental service excellence skills.  Call us today at 512-333-4133. Thank you for following our weekly blogs.  Here at Service Excellence Training, we turn learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, sales, leads, retention, CSR, dispatch, tech, technician, sales tech training, sales training, sales technician training, independent contracting company, independent contractor, service company, HVAC, plumbing, electrical" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” The Business of Relationships http://www.serviceexcellencetraining.com/blog.php?id=541 http://www.serviceexcellencetraining.com/rss.php?id=541 We turn learning into earning Mon, 06 Feb 2012 09:03:00 -0600 <img style="float: left; margin: 7px;" title="The Business of Relationships" src="http://www.serviceexcellencetraining.com/im_images/relationshipmarketing.jpg" alt="service excellence training, sales, leads, retention, service excellence, marketing, sales training, sales tech training, sales technician training, CSR, CSR training, dispatch, dispatch training, independent contractor, independent contractors, independent contracting company, service company" width="138" height="138" />   In Mari Smith’s most recent book, The New Relationship Marketing, she delves into the importance of developing marketing efforts centered on building relationships; specifically building relationships through utilizing popular and quickly growing social media sites (Facebook, LinkedIn, Twitter, etc.).  It seems that now, more than ever before, we have a large passive audience made up of individuals who would rather look for your company’s message and values online than call to talk with a company representative.  However, it is feasible to be a passive customer in today’s world because information is literal at consumers’ fingertips.   So how does an independent contracting company build connections with a passive audience? The answer is Relationship Marketing.  Whether a potential customer is making contact with your company through a telephone call or a social media site; every customer wants to feel important to your service company and this requires relationship building.  Improving and enhancing your company’s social media sites is a great way to market to your target audience in a relational yet inexpensive manner. Here are three of the major benefits of effectively using social media sites as a medium for relationship marketing:   -Solidify Company Values and Message- <img style="vertical-align: baseline; margin: 7px;" title="Solidify Company Values and Message" src="http://www.serviceexcellencetraining.com/im_images/vision_mission_values.jpg" alt="service excellence training, sales, leads, retention, service excellence, marketing, sales training, sales tech training, sales technician training, CSR, CSR training, dispatch, dispatch training, independent contractor, independent contractors, independent contracting company, service company" width="189" height="147" /> First and foremost, relationship marketing on your company social media sites should reinforce the values and message of your company.  When your message is portrayed consistently from your company website, social media sites, and verbally from your company team; then your message has the means to be far-reaching and effective.  It is very likely that a majority of potential customers search through your website and social media sites before they even make a call into your company.  Thus it is important that your web presence and social media marketing reinforce the value of your company.  When this is done effectively, it helps your technicians prove company value on a call with greater ease and thus resulting in a higher chance of closing a sale.  Reinforcing your message from many directions will help to solidify your company’s value and make your company memorable.  This consistency is very important when marketing relationally because it works to build trust, confidence, and rapport.    -Engage with Target Market- <img style="vertical-align: baseline; margin: 7px;" title="Engage with Target Market" src="http://www.serviceexcellencetraining.com/im_images/engaging_content.jpg" alt="service excellence training, sales, leads, retention, service excellence, marketing, sales training, sales tech training, sales technician training, CSR, CSR training, dispatch, dispatch training, independent contractor, independent contractors, independent contracting company, service company" width="102" height="153" /> As mentioned, the way to engage with a passive audience is through relationship marketing.  But the interesting aspect about seemingly passive customers is that they are only passive when it relates to openly expressing their interest about doing business with you.  In reality, this “quiet audience” is more active than most because they are searching for quality information, consistency, and others’ opinions.  So to satisfy this information craving, give your audience quality content and useful resources to delve into such as: weekly blogs, useful quotes, links to interesting product sites, pictures of your team, company activity in the community, or positive customer feedback.  Mari Smith mentions that providing quality content and engaging resources will, over time, draw a larger audience because you begin to be viewed as “an expert” in your field.  When you become an information resource it further engages and grows your audience while building company value.  Consistently and authentically engaging with your audience in this relational manner will turn a passive audience into active listeners and these active listeners into loyal customers.        -Provides “Social Proof”- <img style="vertical-align: baseline; margin: 7px;" title="Provides "Social Proof"" src="http://www.serviceexcellencetraining.com/im_images/social_proof.jpg" alt="service excellence training, sales, leads, retention, service excellence, marketing, sales training, sales tech training, sales technician training, CSR, CSR training, dispatch, dispatch training, independent contractor, independent contractors, independent contracting company, service company" width="188" height="106" /> Both solidifying your company values and engaging with your audience on social media sites is a means to achieve “social proof.” Social proof is a psychological occurrence in which individuals assume that the thoughts and opinions of others prove the value and authenticity of a product, service, company, or idea.  For example, if a company's Facebook fanpage has hundreds of fans, countless comments, and lots of shares then this company is growing their audience reach and “social proof.”  When we see heavy social media activity around a certain topic or company we begin to think that there must be something interesting or valuable about the company, product, or service.  We buy into many ideas everyday by the phenomena of “social proof.”  If you don’t believe it, try looking through your Facebook homepage without clicking on a photo, article, or comment that has tons of shares, comments, and likes—it’s subconscious but we all do it none the less.    “Social proof” isn’t something that your company will automatically have when starting your social media marketing.  However, by posting quality material, engaging content, and regular updates “social proof” will begin to develop due to your current audience activity; which in return, will draw a larger interested audience to your sites.  Mari Smith mentions in her book that one easy way to provide “social proof” is to add a plugin on your company blog that displays the number of people and names of people that “like” your company or blog on Facebook.  So when a reader makes a quick glance over the blog they will see “social proof” that your company’s content is valuable to others; which they in return will be more enticed to give it a read.  It’s like giving your company a passive “peer” referral.      <div> Here at Service Excellence Training we want to boost your company to its highest potential and help you successfully grow your business.  We would love to share our materials and resources with your company today, so give us a call at 512-333-4133.  Thank you for following our weekly blogs. Here at S.E.T. we turn learning into earning!   </div>   Sources: Check out Mari Smith’s new book: The New Relationship Marketing: How to Build a Large, Loyal, Profitable Network Using the Social Web.   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, sales, leads, retention, service excellence, marketing, sales training, sales tech training, sales technician training, CSR, CSR training, dispatch, dispatch training, independent contractor, independent contractors, independent contracting company, service company" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a> Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Jack Canfield: Success Principles http://www.serviceexcellencetraining.com/blog.php?id=542 http://www.serviceexcellencetraining.com/rss.php?id=542 We turn learning into earning Mon, 06 Feb 2012 08:24:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Jack Canfield: Success Priciples" src="http://www.serviceexcellencetraining.com/im_images/johncanfield.jpg" alt="service excellence training, sales, leads, retention, sales training, sales tech training, sales technician training, CSR training, dispatch training, HVAC, plumbing, electrical, air conditioning, heating and air, independent contractor, independent contr" width="168" height="215" />   Attitude is so important in every facet of life. Having a positive attitude and mental drive is important for independent contractors. In this short and informative video, author and speaker, Jack Canfield explains how optimism is vital to success. When we are “reverse paranoids” we see obstacles as opportunities to grow. These powerful ideas behind positive thinking will encourage your company team in all aspects of business including sales, leads, and retention.   <iframe src="http://www.youtube.com/embed/ugSiblv9ZqU" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Growing a Lifelong Client Base http://www.serviceexcellencetraining.com/blog.php?id=544 http://www.serviceexcellencetraining.com/rss.php?id=544 We turn learning into earning Thu, 02 Feb 2012 06:06:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Growing a Lifelong Client Base" src="http://www.serviceexcellencetraining.com/im_images/ClientRetention.jpg" alt="service excellence, service excellence, sales, leads, retention, sales, referral lead, referral leads, HVAC, plumbing, electrical, tech, technician, CSR, dispatch, scheduled service plans, maintenance call, sales tech training, sales technician training, CSR training, dispatch training, independent contractor, independent contracting company" width="126" height="126" /> When a technician is called out to a potential customer’s home for a service or sale call, it’s not just what the tech does with that initial opportunity that is important but it is also how he works to make the customer a lifelong client. Company leaders must work to instill the company’s vision and values into their entire team so each member will be able to successfully portray the company’s unmatched service excellence to potential customers.   Ron Smith explains in his book, HVAC Spells Wealth, that he made it a key priority to instill the company vision into his entire team.  Each team member could confidently respond that their service company’s mission was, “To get and keep customers.”  This is an important vision for all independent contracting companies in the industry of HVAC, electrical, or plumbing to adopt; because instilling this overarching vision into a company team fortifies long-term company success no matter what stage or season they pass through.  From the moment that a company representative is in contact with a customer, they should work to make that customer a satisfied, lifelong client.  What better mouthpiece for free company “advertisement” than a completely satisfied client?  Here are ways that a company can work to make customers lifelong clients:   -Service Excellence- “Choose to deliver amazing service to your customers. You’ll stand out because they don’t get it anywhere else.” –Kevin Stirtz   Providing service excellence is an all-encompassing goal that should have an important place in every branch of a service company.  Service excellence should be a company’s non-negotiable standard whether in service, sales, customer service, paperwork, or systems and processes.  Customers notice a company’s commitment to service excellence and they will always return to the company where they receive amazing service and are treated with respect; they may even bring others with them.  Walt Disney said; “Do what you do so well that they will want to see it again and bring their friends.”    In today’s society, being met with outstanding service is something to talk about and people do-- verbally and electrically.  A single customer’s opinion can stretch far and wide with the ring of a cell phone or the click of a mouse.  So it pays to provide amazing service that is above and beyond the average service standard.  Completely satisfied customers can work as a company’s “mouthpiece” to provide free and positive visibility—now that’s a “win-win!”   -Referral Lead- “In sales, a referral is the key to the door of resistance.”-Bo Bennett   When your service company provides excellent service, receiving referral leads will be a more simplistic process.  Referral leads are beneficial to service companies because they provide “social proof” that your company delivers amazing service and products. It is one thing for a company team to exclaim their company’s greatness but quite another for a lifelong client to sing the company’s praises.    Potential customers are likely to trust a lifelong client because they have no reason to exaggerate about the company’s service excellence— either they think the company has amazing standards or they don’t.  Not to mention, a lifelong client wouldn’t refer a service company to a close friend or family member unless they personally thought the company provided amazing service.  A great referral lead positively shapes and grows the value and social proof of your company as well as helps to make the initial process of breaking through hesitation and resistance much easier.     -Scheduled Service Plans- “If you want to be creative in your company, your career, your life, all it takes is one easy step… the extra one. When you encounter a familiar plan, you just ask one question: What else could we do?”- Dale Dauten   Offering Scheduled Service Plan options is an “extra step” in the sales and service process that can lead to mutually benefit the client and the company.  Providing customers with Scheduled Service Plan options is a way to easily generate regular contact with a client and, in the long run, create lifelong clients who value a company’s routine service.  Presenting these options is also a great way to show a client how they can automatically save on their investment total as well as how they will save on utility payments through regular maintenance.   Excelling in the promotion of Scheduled Service Plans also results in the success of the company during the busiest of seasons to the slowest of seasons.  These regular maintenance calls help to provide stable work for the company team when demand calls are not consistently coming in during the milder seasons.  Having continual contact with loyal clients helps strengthen and grow a service company.     A company with lifelong clients is a company on the path to success. Through offering service excellence a company builds a strong and loyal client base where satisfied clients provide great referral leads.  Offering Scheduled Service Plan options also takes a company’s service standards over-the-top and helps to retain lifelong clients.  Here at Service Excellence Training we have many popular lessons on each of these three topics: service excellence, referrals, and Scheduled Service Plans.  Contact us today to learn more about how you can grow your base of lifelong clients.  Thank you for following our weekly blog. Here at Service Excellence Training, we turn learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence, service excellence, sales, leads, retention, sales, referral lead, referral leads, HVAC, plumbing, electrical, tech, technician, CSR, dispatch, scheduled service plans, maintenance call, sales tech training, sales technician training, CSR training, dispatch training, independent contractor, independent contracting company" width="232" height="112" />     Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Keys to Success in Leads and Sales: A Watchful Eye and a Listening Ear http://www.serviceexcellencetraining.com/blog.php?id=545 http://www.serviceexcellencetraining.com/rss.php?id=545 We turn learning into earning Tue, 31 Jan 2012 13:08:00 -0600 <img style="float: left; margin: 7px;" title="Keys to Success in Leads and Sales: A Watchful Eye and a Listening Ear" src="http://www.serviceexcellencetraining.com/im_images/shh.jpg" alt="service excellence training, service excellence, sales training, sales technician training, sales tech training, service tech training, service technician training, technician, HVAC, electrical, plumbing, independent contracting company, independent contractor, sales, leads, retention" width="106" height="131" /> Have you ever been around someone that knew exactly what to say at the right time but also knew when to close his or her mouth to listen? If you have, it is obvious that this person has purposefully trained himself or herself to be a keen speaker but also a very careful listener.  Many times, people use pointless chitchat to fill moments of awkward silence or to plug up an uncomfortable situation but when it comes to making a sale or setting a lead-- extra blabber is a big “no-no.”  We must learn to open our eyes and our ears before opening our mouths.  When we choose to listen and watch with our ears and eyes before we speak, this is what we can discover:        Open your Eyes to Discover: <img style="vertical-align: baseline; margin: 7px;" title="Open your Eyes to Discover" src="http://www.serviceexcellencetraining.com/im_images/openeyes.jpg" alt="service excellence training, service excellence, sales training, sales technician training, sales tech training, service tech training, service technician training, technician, HVAC, electrical, plumbing, independent contracting company, independent contractor, sales, leads, retention" width="185" height="91" /> -What is important to the customer- The first important aspects when working to set a lead or make a sale is building rapport and trying to make interaction as comfortable as possible.  So it is important to quickly discover what interests your customer.  The best way to do this is to be observant from the moment that you park in front of the home to the moment that you step foot back into your service vehicle.  Here at S.E.T. we have an acronym for maintaining this observant mindset: F.O.R.M. This acronym explains the 4 most important topics that a tech should be watching and listening for: Family, Occupation, Recreation, and Material possessions.  When you discover what is important to your customer you can find ways to relate to them and engage in tactful “icebreaker” conversations before you ease into the service or sales process.   -What the customer really thinks- If we take time to watch, a customer’s body language will tell us just about everything that we need to know.  Through watching for nonverbal ques and body language, we can see a customer’s level of interest, concern, confidence, or uncertainty.  Discovering how the customer truly feels helps us understand how to phrase our questions and at what speed the customer wants to close.  Some customers may want a quick close but if we try to stretch out the presentation then we may end up losing the customer’s attention and the sale. To be successful in setting leads or making sales, we must be observant because it is important to move a sale or a lead along at the speed at which a customer is comfortable.     Open your Ears to Discover: <img style="vertical-align: baseline; margin: 7px;" title="Open your Ears to Discover" src="http://www.serviceexcellencetraining.com/im_images/ears.jpg" alt="service excellence training, service excellence, sales training, sales technician training, sales tech training, service tech training, service technician training, technician, HVAC, electrical, plumbing, independent contracting company, independent contractor, sales, leads, retention" width="69" height="115" /> -Customers will talk themselves into a lead or sale- Providing a silent moment in a sale or lead setting presentation can be very beneficial to the customer’s decision-making process.  Many times this silence prompts the customer to make a decision or begin to rationally “think out loud” and ultimately guide him or herself into the sale or lead.  This is good for the technician and the customer because when a customer tries to fill the silence by “thinking out loud” they express what they truly need and want rather than just aimlessly responding to a technician’s presented options.  In the long run, this allows the technician to hear the areas that the customer is interested in rather than having to guess or assume; so then they can tailor the presentation to meet the customer’s wants and needs.   -Most customers need time to mentally process- Taking time to be quiet and listen is important for allowing customers to process the information that you have presented as well as allow them to think of any questions or concerns that they may want addressed.  When customers feel rushed to the close, you may lose the sale at the customer’s home or if they do buy, there is a greater chance of “buyer’s remorse” and a higher likelihood that they will call to cancel the sale or lead.  Giving the customer time to think and process information helps to build their confidence and trust in you and your company as well as allows them to be more confident in their decision to buy or go forward with a lead.     It takes training and continual implementation to strengthen your ability to carefully listen and observe.  At S.E.T. we have several popular training lessons that provide interactive ways to grow and develop these skills.  Give us a call today at 512-333-4133.  Thank you for following our weekly blogs, we love sharing with you and hearing from you.  Here at S.E.T. we turn learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales training, sales technician training, sales tech training, service tech training, service technician training, technician, HVAC, electrical, plumbing, independent contracting company, independent contractor, sales, leads, retention" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Howard Schultz on Leadership http://www.serviceexcellencetraining.com/blog.php?id=546 http://www.serviceexcellencetraining.com/rss.php?id=546 We turn learning into earning Mon, 30 Jan 2012 11:24:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Howard Schultz on Leadership" src="http://www.serviceexcellencetraining.com/im_images/howard.jpg" alt="service excellence training, service excellence, sales, leads, retention, HVAC, plumbing, electrical, hvac, air conditioning, heating and air, tech, technician, tech training, technician training, sales tech training, sales technician training, CSR traini" width="309" height="212" />   Every independent contracting company goes through "ups" and "downs" as well as different seasons of business but it is always important to remember that success is built day-to-day.  Success must be earned everyday through hard work and a passionate drive.  It is up to the leaders in a company to make informed decisions and set the pattern for success for their team.  In this clip, Howard Shultz, CEO of Starbucks, talks about how he had to revamp his company’s outlook and attitude for success.  Take a few minutes to get some great advice and encouragement from one business owner to another.    <iframe src="http://www.youtube.com/embed/K1WmackWSQY" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Being S.M.A.R.T. about our Goals http://www.serviceexcellencetraining.com/blog.php?id=547 http://www.serviceexcellencetraining.com/rss.php?id=547 We turn learning into earning Thu, 26 Jan 2012 09:07:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Being S.M.A.R.T. about our Goals" src="http://www.serviceexcellencetraining.com/im_images/smart.jpg" alt="service excellence training, device excellence, sales, leads, retention, sales training, sales tech training, sales technician training, HVAC, plumbing, electrical, CSR, CSR training, dispatch, dispatch training, independent contracting, independent contractor, goals" width="252" height="189" />   “Winners are so strange that we admire them deeply.  With very few exceptions, winners have written goals.  It is almost impossible to accomplish something big without a written blueprint.” –Dave Ramsey   <img style="float: left; margin: 7px;" title="S.M.A.R.T. Goals" src="http://www.serviceexcellencetraining.com/im_images/ready.set.goal.jpg" alt="service excellence training, device excellence, sales, leads, retention, sales training, sales tech training, sales technician training, HVAC, plumbing, electrical, CSR, CSR training, dispatch, dispatch training, independent contracting, independent contractor, goals" width="223" height="146" />      Goals give us hope for our bright dreams, insight for our purposeful vision, and a means for achieving life balance.  When we take time to make the most of our goals, we are setting ourselves up for amazing success.  In order to generate great yet achievable goals, we must always be S.M.A.R.T.:   S for Specific- If we aren’t specific about the goals and end-results that we want to achieve then we are aiming for a “moving target” or possibly for a target that doesn’t exist at all! When we set specific goals, we obtain power over our ambitions because we begin to break our main goals down into smaller and more manageable objectives.  By breaking our goals down into smaller tasks, we can “divide and conqueror” our high ambitions.  When we are specific in what we want to achieve, we give ourselves purpose, direction, and power.   M for Measurable- In order for us to determine if a goal has been accomplished or if our objectives have been achieved, we have to have a means to measure success.  This could be setting a timeframe, deadline, quota, or achievement percentage.  When we take steps to make our goals and objectives measureable and operational, we give ourselves clearer guidelines as well as a sharper aim at a defined target.      A for Action- Our goals must involve action that is directed at success and accomplishment.  If we simply keep our goals locked up in our minds then that is as far as they will ever go.  However, if we put time and effort into writing our goals down, breaking them apart into smaller objectives, and then creating an action plan to achieve our goals; then we are taking the first vital strides towards making our dreams a reality.    R for Realistic- While no one should put limits on what they are capable of working to achieve, we should set aside time to evaluate and determine if our goals are truly realistic and feasible.  Some goals, such as growing a business from a 1 million dollar company to a 5 million dollar company, cannot be achieved in the short run but over a longer period of time it can be accomplished with hard work and determination.  When we are realistic about our goals and objectives, it allows us to feel greater satisfaction when we gradually achieve each component of our goal.    T is for Time bound-   Setting definite start and end times for completing our goals and objectives allows us to get motivated; especially when we combine our timeframe of achievement with our measurement of success.  When we don’t give ourselves a timeframe for accomplishment, we tend to lose sight of our main priorities and find other things to fill our precious time.  Placing our goals strategically into allotted sets of time allows us to achieve greater productivity while also working towards a purposeful, goal-oriented vision.   We all need goals in every area of our life: career, family, financial, spiritual, and physical.  Simply writing down your individual objectives for each day that work to make-up a larger goal, can give you a purpose-driven jumpstart to the day as well as help you maintain a sharper focus.  I encourage you to start writing down your goals and breaking them down into manageable objectives.  You will be amazed at what you can accomplish as well as how your productivity will increase. I, as well as, the entire Service Excellence Training team would love to work with you as you persevere to accomplish your company’s S.M.A.R.T. goals.  Give us a call today at 512-333-4133.  Here at Service Excellence Training, we turn learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, device excellence, sales, leads, retention, sales training, sales tech training, sales technician training, HVAC, plumbing, electrical, CSR, CSR training, dispatch, dispatch training, independent contracting, independent contractor, goals" width="232" height="112" />    Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Tools for Training http://www.serviceexcellencetraining.com/blog.php?id=548 http://www.serviceexcellencetraining.com/rss.php?id=548 We turn learning into earning Tue, 24 Jan 2012 12:50:00 -0600 <img style="float: left; margin: 7px;" title="Tools for Training" src="http://www.serviceexcellencetraining.com/im_images/tools.jpg" alt="service excellence training, service excellence, sales, leads, retention, HVAC, plumbing, electrical, hvac, air conditioning, heating and air, tech, technician, tech training, technician training, sales tech training, sales technician training, CSR training, CSR, dispatch, dispatcher training, independent contracting company, independent contractor" width="153" height="151" /> Having the right tools with you on every job is important to getting the job accomplished properly and efficiently.  When we don’t have the right tools with us, we can’t get the job done or it takes longer for us to accomplish our task because we have to backtrack to make-up for our lack of preparation.  This same mentality holds true for the training that is done inside of an independent contracting company in the industries of HVAC, plumbing, or electrical. If we don’t bring the right “tools” with us when we are preparing to train, our learning process is hindered and training is less efficient and effective.  In order for learning to take place in a training setting here are some of the “tools” that we all need to bring with us:   -Positive Mindset - Possessing the right attitude is essential for the learning process to take place.  Our attitude affects our ability to retain information, remain focused, and understand how to apply what we have learned.  When we have a negative attitude, our focus and energy is placed on how we feel rather than what we can learn. But when we have a positive mindset, we don’t have any hindrances to take us away from the learning process but instead we have a clearer focus, an open-mind, and a more productive foresight. Remember, your attitude affects your altitude. -Technical Mindset- Training can be based on a multitude of topics including relational and technical topics but no matter what the subject, it is always important to bring along your technical mindset.  A technical mindset is one in which you can visualize mechanical and technical aspects of a product, part, or system that is being explained in the training material.  Having this mindset allows you to better understand how to explain technical aspects to customers by learning to internally visualize the mechanical aspects for yourself.  When you begin to think technically you will ask yourself questions such as; “What type of words or analogies would help me visual the problem or mechanical part when I’m not looking at it?” or “How would I explain this problem or mechanical part to someone that has never worked on a system?”  Having a technical mindset is the result of gearing your brain to think logically and analytically.   -Relational Mindset- Along with possessing a strong technical mindset it is also important to have a mindset on the opposite end of the spectrum during training—a relational mindset.  Having a relational mindset helps you to better understand how customers think and feel.  When team members can put themselves in the customer’s shoes then they are better equipped to ask great qualifying questions as well as learn the best way to respond to customers based on the current situation or the customer’s overall personality type.  Having a relational mindset requires us to think outside our own personal perspective and see situations from others’ perspective. This is a very advanced skill but when it's mastered, it's extremely beneficial to reaping relational success. -Systematic Mindset- Much of the learning process requires us to view the sales or service process in a systematic manner.  Just because something is “systematic” doesn’t mean that there isn’t room for adjustment.  However, it does mean that you follow a planned procedure that has been proven to strengthen and enhance the sales and service process as well as create a greater likelihood of setting a lead or making a sale.  When you are mentality prepared to document and follow the planned steps, then it makes learning the purpose behind each step easier to grasp and easier to appreciate.      Bring the right “mental tools” into a training session boosts your personal success and well-being as well as the overall success of your service company.  When training, it is important to possess these four vital mental attitudes in order to reap the greatest rewards of learning and achievement.  Here at Service Excellence Training, we have great materials and resources on tools for the training process as well as the vital tools your company needs to increase sales, leads, and retention.  Thank you for following our weekly blogs. Here at S.E.T. we strive to turn your learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, HVAC, plumbing, electrical, hvac, air conditioning, heating and air, tech, technician, tech training, technician training, sales tech training, sales technician training, CSR training, CSR, dispatch, dispatcher training, independent contracting company, independent contractor" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Stephen Covey: Goals and Priorities http://www.serviceexcellencetraining.com/blog.php?id=549 http://www.serviceexcellencetraining.com/rss.php?id=549 We turn learning into earning Mon, 23 Jan 2012 08:58:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Stephen Covey: Goals and Priorities" src="http://www.serviceexcellencetraining.com/im_images/covey.jpg" alt="service excellence training, service excellence, sale, leads, retention, sales training, sales tech training, sales technician training, independent contracting, independent contractor, HVAC, plumbing, electrical, air conditioning, heating and air, CSR, dispatch, technician, CSR training, tech training, technician training, dispatch training" width="181" height="208" />   No matter if your independent contracting company is in the industry of HVAC, plumbing or electrical; goals and priorities are vital to the growth and health of your company.  While setting goals are an important aspect, finding ways to reach those goals through operational and measurable steps is another matter.  When sales technicians, service technicians, CSRs, and managers do not have a clear vision of the company goals or how they fit into the plan, this is called the “execution gap.”  In this short video clip, Stephen Covey describes the importance of goals and priorities for company teams and how streamlining a company message sets a company up for success.    <iframe src="http://www.youtube.com/embed/LHHj5Q7ep3k" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Breaking Down the 4 Most Important Technician Skills http://www.serviceexcellencetraining.com/blog.php?id=550 http://www.serviceexcellencetraining.com/rss.php?id=550 We turn learning into earning Thu, 19 Jan 2012 13:22:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Breaking Down the 4 Most Important Technician Skills" src="http://www.serviceexcellencetraining.com/im_images/goalpuzzle.jpg" alt="service excellence training, service excellence, sales, lead, retention, sales training, tech sales training, technician sales training, service tech training, service technician training, CSR, CSR training, dispatch training, dispatch, HVAC, plumbing, electrical, air conditioning and heating, heating and air, independent contracting company, independent contractor" width="200" height="149" /> There are four main areas of importance to every service technician and sales technician working in the independent contracting industries of HVAC, plumbing, and electrical.  Each of these skill sets holds great success for the tech that explores, learns, and trains in these areas.  But an important aspect to keep in mind when tackling these skills is to break them down; this way achieving them is more feasible, easier to track, and less daunting.  The great American writer, Mark Twain, had practical advice on breaking down goals; “The secret of getting ahead is getting started. The secret to getting started is breaking your complex overwhelming tasks into small manageable tasks and then starting on the first one.” Here are the four important areas to technician success and the ways that they can be broken down and achieved:     <img style="float: left; margin: 7px;" title="Technical Skills" src="http://www.serviceexcellencetraining.com/im_images/Technicalskills.jpg" alt="service excellence training, service excellence, sales, lead, retention, sales training, tech sales training, technician sales training, service tech training, service technician training, CSR, CSR training, dispatch training, dispatch, HVAC, plumbing, electrical, air conditioning and heating, heating and air, independent contracting company, independent contractor" width="126" height="183" /> -Technical Skills- The most obvious skill that a technician must focus on is technical skills.  When a customer calls with a need, they want to know that their technician is capable and trained to discover and fix their problem.  When focusing on improving and growing technical skills, it is important to first know the company’s diagnostic sheet inside and out.  While also remembering that a diagnostic is only thorough and complete after a technician has explored the entire system.  Improving technicians’ diagnostic skills requires that techs slow down and take time to discover any and all hazards.  Along with growing a technician’s diagnostic skills, it is important that a tech knows how to effectively compare a customer’s problem to a more relatable topic or compare the issue using an analogy.  By doing this, a technician is proving his technical expertise as well as his ability to make a customer comfortable in technical situations where they may not be familiar with all the parts and their functions.         <img style="float: left; margin: 7px;" title="Customer Service Skills" src="http://www.serviceexcellencetraining.com/im_images/customerservice2.jpg" alt="service excellence training, service excellence, sales, lead, retention, sales training, tech sales training, technician sales training, service tech training, service technician training, CSR, CSR training, dispatch training, dispatch, HVAC, plumbing, electrical, air conditioning and heating, heating and air, independent contracting company, independent contractor" width="153" height="179" /> -Customer Service Skills- Skills related to customer service can be both direct and indirect.  Direct customer service skills include being friendly, respectful, and professional.  Proving these direct customer service skills could be parking the service vehicle on the street, being sure to use floor protection before entering the house, greeting the customer with a smile, or bringing tools to the initial meeting at the front door so a customer knows the tech is ready to work. Indirect service excellence skills are normally skills that require the technician to nonverbally read the customer and the situation.  This may include being able to quickly determine the best way to respond to a customer’s personality type, gauge a customer’s interest during the presentation; as well as, how and when to move forward with the close.  Both types of customer service skills (direct or indirect) require training and regular practice in order for them to be mastered and used consistently.     <img style="float: left; margin: 7px;" title="Verbal Skills" src="http://www.serviceexcellencetraining.com/im_images/verbalskills4.jpg" alt="service excellence training, service excellence, sales, lead, retention, sales training, tech sales training, technician sales training, service tech training, service technician training, CSR, CSR training, dispatch training, dispatch, HVAC, plumbing, electrical, air conditioning and heating, heating and air, independent contracting company, independent contractor" width="207" height="196" />-Verbal Skills- Verbal skills go hand-in-hand with a technician’s customer service skills; but along with having great verbal abilities comes the need for strong nonverbal proficiency. Possessing and practicing positive body language is just as important as knowing the next statement to make during a close.  When a tech’s body language and spoken word are coherent and positive it builds their rapport and trust with the customer.  Technicians must also have a keen insight on the words that they use during their presentation.  Utilizing “power words” such as “investment” rather than “cost” should be practiced during a presentation.  These words reflect a positive connotation in the customer’s mind as well as work to move the sale along.  When a technician combines “power words,” positive body language, and good communication skills it makes the sale call or service call comfortable and productive for both the client and the technician.         <img style="float: left; margin: 7px;" title="Written Skills" src="http://www.serviceexcellencetraining.com/im_images/writtenskills2.jpg" alt="service excellence training, service excellence, sales, lead, retention, sales training, tech sales training, technician sales training, service tech training, service technician training, CSR, CSR training, dispatch training, dispatch, HVAC, plumbing, electrical, air conditioning and heating, heating and air, independent contracting company, independent contractor" width="162" height="162" /> -Written Skills- Written skills are important throughout the entire process of the call: from the initial office paperwork and the diagnostic sheet to the client’s paperwork and the finalized paperwork filed in the office records.  Having a standard for paperwork completion is important for the entire company team to maintain organization and a clear flow of information and communication.  Written skills are also important when presenting the options during a presentation.  They are especially important when using a computation called the “True Cost Calculation;” which works to compare the cost of repairs versus replacement.  When a technician is capable of clearly communicating these options then the customer is better informed on all alternatives so they can make the best and most educated decision.        Great technicians learn and train on these four important topics. Mastering these skills is best achieved by breaking down each major skill into manageable components.  To learn more about training on any of these topics or skills contact Service Excellence Training today.  We have great materials and resources on all of these vital technician skills.  We look forward to helping you increase your company’s sales, leads, and retention. Thank you for following our weekly blogs.  Here at S.E.T. we strive to turn your learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, lead, retention, sales training, tech sales training, technician sales training, service tech training, service technician training, CSR, CSR training, dispatch training, dispatch, HVAC, plumbing, electrical, air conditioning and heating, heating and air, independent contracting company, independent contractor" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Achieving Goals through Standards of Excellence and Motivation http://www.serviceexcellencetraining.com/blog.php?id=551 http://www.serviceexcellencetraining.com/rss.php?id=551 We turn learning into earning Tue, 17 Jan 2012 11:45:00 -0600 <img style="vertical-align: top; margin: 7px; border: 7px solid black;" title="Achieving Goals through Standards of Excellence and Motivation" src="http://www.serviceexcellencetraining.com/im_images/resolutions.jpg" alt="service excellence training, sales, leads, retention, sales training, sales tech training, sales technician training, CSR training, dispatch training, HVAC, plumbing, electrical, air conditioning, heating and air, independent contractor, independent contracting company" width="232" height="181" /> With the first month of the New Year quickly coming to a close, it is essential that we don’t leave behind our New Year Resolutions.  We may have fudged a little already on our exercise plans, diets, or skipped a few chapters in that book we resolved to read but little mishaps don’t have to negate the goals of excellence that we have set for ourselves.  The same holds true inside your independent contracting company.  It can be easy to get discouraged if we don’t immediately see results overflowing from our fresh New Year goals. It is important to remember that a great deal of success comes from consistently performing our standards of excellence even if we don’t see instantaneous results as well as cultivating and maintaining a positive mental attitude.  Even the great artist, Vincent Van Gogh, practiced “the basics” in order to achieve masterpieces; he said, “Great things are not done by impulse, but by a series of small things brought together.”   It is amazing what a team can achieve when they determine to bring together these two basic practices: maintaining your service company’s high standards of excellence and preserving a positive outlook.  Here are some important aspects that revolve around each of these two important practices:     <img style="float: left; margin: 7px;" title="Building and Strengthening a Standard of Excellence" src="http://www.serviceexcellencetraining.com/im_images/ladder.jpg" alt="service excellence training, sales, leads, retention, sales training, sales tech training, sales technician training, CSR training, dispatch training, HVAC, plumbing, electrical, air conditioning, heating and air, independent contractor, independent contracting company" width="208" height="147" />   -Building and Strengthening a Standard of Excellence- Company non-negoiables are the individual action steps that are compiled to comprise a business’ standard of excellence.  Keeping these action steps in the forefront of your team’s daily interaction and your overall business process is key to attaining great company cohesion, organization, and service excellence.  These non-negotiables cannot be fully created or established overnight, it takes several important steps to jumpstart a company’s consistent implementation of these steps:        -Training- Through training, these non-negotiable action steps begin to take root and flourish.  If performed consistently overtime they become second nature and automatic skills.  When a team has the opportunity to see firsthand why and how these action steps create company success and employee success, then these steps won’t be viewed as monotonous and tedious; but as productive and constructive repetition that creates great opportunities for success.   -Accountability- Before any company team will value and uphold non-negotiable action steps, leaders inside the company must first demonstrate their consistent value and implementation of the steps. Company leaders and managers must first “own” these steps for themselves and demonstrate the importance through teaching by example. When leaders practice the standards they’ve put into place, team accountability can be developed and implemented.  Team accountability begins with thorough training on company standards and actions steps.  After training and clarification, a team will better understand the importance of the non-negotiable action steps and should then be held accountable for consistently upholding them.     <img style="float: left; margin: 7px;" title="Maintaining a Positive Attitude, Outlook, and Mindset" src="http://www.serviceexcellencetraining.com/im_images/thumbsup.jpg" alt="service excellence training, sales, leads, retention, sales training, sales tech training, sales technician training, CSR training, dispatch training, HVAC, plumbing, electrical, air conditioning, heating and air, independent contractor, independent contracting company" width="217" height="145" />   -Maintaining a Positive Attitude, Outlook, and Mindset-Maintaining a positive company attitude is important when cultivating success and service excellence.  At times, an optimistic outlook will be abundant amongst the company team but, inevitably, there will be times when a positive mindset and attitude will have to be rejuvenated through encouragement, motivation, and careful listening skills. Businessman and writer, Zig Ziglar, had this interesting outlook on maintaining motivation; "People often say that motivation doesn't last. Well, neither does bathing -- that's why we recommend it daily." Here are two great ways to establish a positive company outlook on a daily basis:   -Team encouragement- Encouragement and recognition are great motivators.  Many times, employees want to know that their hard work is appreciated and recognized by their team and especially by their leaders.  Leaders must possess the ability to sense the “temperature” of their team.  For example, when a leader feels team momentum is low during the “slower season,” they must possess the skills to motivate and reenergize their team as well as have the patience to listen to concerns.  Being a successful and inspiring leader hinges greatly on one’s ability to motivate and encourage others.  Lee Iacocca, great American businessman and engineer of the Ford Mustang, went as far as to say, "Management is nothing more than motivating other people."   -Listening-Encouragement can come in the form of a listening ear.  When a team knows that their leaders are willing to thoroughly listen to their needs and ideas then team members begin to feel empowered, collectively and individually.  However, it is a good rule of thumb for leaders to require every employee presenting an issue to come to the table with their concern as well as potential solutions to the problem-- not just their problem.  Instating this type of standard creates a team that is more accountable, responsible, and better problem-solvers.  Being willing to listen to team members’ ideas and concerns can also shed light on new plans that could potentially bring your company successful results.     Attaining goals is a daily process composed of moment-by-moment decisions.  Keeping these goals alive and thriving relies on both maintaining your service company’s high standards of excellence through team training and accountability of non-negotiable action steps; as well as, maintaining a positive outlook through developing and growing leaders’ motivation skills and listening skills. Contact S.E.T. early this New Year so we can work with you and your team on charting the right course of action to make this a productive, growth-oriented, and successful year! Thanks for following our weekly blogs. Here at Service Excellence Training we turn learning into earning!    Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Stephen Covey: The 5 Emotional Cancers http://www.serviceexcellencetraining.com/blog.php?id=552 http://www.serviceexcellencetraining.com/rss.php?id=552 We turn learning into earning Mon, 16 Jan 2012 13:00:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Stephen Covey: The 5 Emotional Cancers" src="http://www.serviceexcellencetraining.com/im_images/covey.jpg" alt="service excellence training, independent contracting company, independent contractor, HVAC, electrical, plumbing, service company, sales training, technician training, tech training, tech sales training" width="181" height="208" /> Putting the “best foot forward” within an independent contracting company first requires that the company team also put their “best foot forward” in business life and personal life.  In this short video clip, Stephen Covey delineates the 5 areas and habits that he describes as “emotional cancers.”  These 5 negative habits hinder individuals from finding their voice in every area of their life.  Take some time to watch this clip and find ways to rid yourself of these 5 emotional traps.    <iframe src="http://www.youtube.com/embed/f4uuZYAdbes" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Creating Buy-In: Employees http://www.serviceexcellencetraining.com/blog.php?id=554 http://www.serviceexcellencetraining.com/rss.php?id=554 We turn learning into earning Thu, 12 Jan 2012 12:06:00 -0600   <img style="float: left; margin: 7px;" title="Creating Buy-In: Employees" src="http://www.serviceexcellencetraining.com/im_images/teambuyin.jpg" alt="service excellence training, service excellence, sales training, sales technician training, service technician training, sales tech training, service tech training, CSR training, dispatch training, HVAC, air conditioning and heating, plumbing, electrical, independent contractor, independent contracting industry, leads, sales, retention" width="280" height="217" /> "An empowered organization is one in which individuals have the knowledge, skill, desire, and opportunity to personally succeed in a way that leads to collective organizational success." -Stephen Covey   Everyday we work to create buy-in on many different levels whether it’s selling our ideas, our company value, or ourselves.  Creating buy-in occurs on a larger scale for individuals working with HVAC, plumbing, or electrical independent contracting service companies.  Inside service companies, a buy-in must be created in relation to employees and clients.      In our blog today, we will be focusing on the employee buy-in process.  When recruiting the right team members for your company, it is important that each potential employee is genuinely sold on these 3 important aspects:     -You- In order to recruit and keep the best team members for your service company there will need to be a personal buy-in for both parties-- company and employee.  When both the employer and employee have built mutual trust and rapport then there is a means to further build strong team retention.  In most cases, it is a gradual process of learning about each other through everyday interaction and from everyday situations.  When an employee gets a better picture of the company culture and the employer begins to better understand the employee’s personality then reevaluation can occur to better suit both parities for growth and success inside the service company.  It is important for a company team to be strong from within so that the best form of communication, teamwork, and skills can be developed to help drive success and organization inside the company as well as promote growth and retention when outwardly marketing to potential customers.   -Your Company- Along with creating a strong personal and mutual buy-in from both the employee and the employer, it is also vital that team members have a solid, overall company buy-in.  It is important for employees to be fully immersed into a service company’s daily work “culture.”  Company culture is the daily interaction between coworkers, the manner in which issues are resolved, or the intensity (“laid-back” or “high pressure”) of the work mode.  New team members must see the company culture as positive, encouraging, comfortable, and beneficial to their needs as an employee before complete buy-in can occur.  Management must continually regulate the daily culture inside of a work environment in order to keep it constructive and positive.  To retain the best team members for the company, employees must have a solid buy-in on the company’s culture, mission, values, and provision of service.  When a company’s service team truly believes in the unique and excellent nature of their company’s vision and services, it will be apparent to homeowners when team members meet with them on a sale call or speak with them on the phone.  Customers are more likely to invest in a service company where they know employees have total company buy-in.   -Your Services and Products- It is also crucial that coworkers believe in the value and excellent quality of the services and products offered within their service company.  This may come with time as a new employee begins to see and learn the benefits of what the company has to offer.  A company’s leadership team should work to create employee buy-in on their company’s services and products by providing training, making time to answer questions, as well as thoroughly explaining the benefits of their products and services.  When team members believe that their company offers the best services, repair options, and replacement selections then it makes generating leads, selling add-ons, promoting scheduled service plans, and making sales a more natural and comfortable process.   Retention of great employees is the means to building a strong company team.  When building your strong team, it is important to focus on growing personal trust, building company value, and detailing the unique nature of your services and products.  Recruiting employees and building coworker cohesion is an important part of business success in the independent contracting world and it should occur on a continual basis.  Here at S.E.T. we have great resources and materials on employee retention, so let us walk with you through the learning process.  Thanks for following our weekly blogs.  Here at S.E.T. we turn learning into earning!    <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales training, sales technician training, service technician training, sales tech training, service tech training, CSR training, dispatch training, HVAC, air conditioning and heating, plumbing, electrical, independent contractor, independent contracting industry, leads, sales, retention" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Creating Buy-In: Clients http://www.serviceexcellencetraining.com/blog.php?id=555 http://www.serviceexcellencetraining.com/rss.php?id=555 We turn learning into earning Tue, 10 Jan 2012 12:58:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Creating Company Buy-In" src="http://www.serviceexcellencetraining.com/im_images/hands.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales training, sales tech training, sales technician training, HVAC, plumbing, electrical, heating and air, air conditioning, CSR, dispatch, CSR training, independent contractor, independent contracting" width="234" height="133" /> Creating buy-in occurs in everyday life on every level from selling our ideas to selling ourselves.  Selling and creating buy-in happens on a larger and more obvious scale for individuals working in independent contracting companies in the industry of HVAC, plumbing, or electrical.  In service companies, a company buy-in must transpire for both employees and clients.  Today, we will focus on the client buy-in.  Before a client is genuinely ready to invest in your service company there are three aspects that they must whole-heartily believe in and sincerely buy into:     1. You  “The toughest thing about the power of trust is that it's very difficult to build and very easy to destroy. The essence of trust building is to emphasize the similarities between you and the customer.”  -Thomas J. Watson (Former chairman and CEO of IBM) Before a customer will be motivated to invest in your company, services, or products they must first be sold on you as a person.  No matter if you’re a sales technician, service technician, CSR, or manager if you are in contact with clients and potential customers then you are part of the initial buy-in process.  People will invest in your company if they can find trust on a personal level with the people that work inside the company.  If the customer feels that they can personally relate to you, if they trust you, or if they feel comfortable with you; then they will be more inclined to invest in your company and your products.     2. Your Company   “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” –Sam Walton (businessman, entrepreneur, and founder of Wal-Mart and Sam’s Club) A customer must also buy into the unique nature and features of your service company.  You must answer verbal and nonverbal questions such as “What is different about your company?,” “What is the value of your company?,” “Why should I go with your company over another?”  To build rapport and value with a potential customer these questions, whether verbalized or not, should be answered.  When these value-building questions are resolved to the satisfaction of the customer and they believe in the unique and excellent value of you and your service company, the only area left to create a complete client buy-in is your company’s services and products.         3. Your Services and Product   “A customer perceives service in his or her own terms.”  – Arch McGill (executive capacities at IBM, AT&T, and President of Rothschild Venture Capital)  When you’ve reached this point of the “buy-in process” then it is most likely that you’re in the middle of the presentation portion of the sale or service call.  Creating a client buy-in experience for your company’s products and services comes with presenting the customer with a thorough diagnostic of their needs, allowing them to see the issues with their system firsthand, and then clearly delineating their options.  Thoroughly explaining how your company’s services and products can and will meet the customer’s needs continues to build company value as well as customer rapport.  The whole picture begins to come together when a customer realizes that they’re working with people they trust and like, they’re utilizing a company with amazing value, and they’re investing in services that will take care of their family and home.  When a client has this overall buy-in of your service company, you’re on your way to securing a lifelong client.      The ability to create client buy-in revolves around developing trust on a personal level, developing the value of your company, as well as visually and verbally explaining the products and services that will meet a customer’s needs.  Here at Service Excellence Training, we have great resources and materials on selling and creating buy-in on these three important levels.  Let us walk with you and your team through this learning and development process.  Thank you for following our weekly blog.  Here at S.E.T. we turn learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales training, sales tech training, sales technician training, HVAC, plumbing, electrical, heating and air, air conditioning, CSR, dispatch, CSR training, independent contractor, independent contracting" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Mari Smith on Relationship Marketing http://www.serviceexcellencetraining.com/blog.php?id=556 http://www.serviceexcellencetraining.com/rss.php?id=556 We turn learning into earning Mon, 09 Jan 2012 10:48:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Mari Smith on Relationship Marketing" src="http://www.serviceexcellencetraining.com/im_images/Mari.jpg" alt="service excellence training, sales, leads, retention, sales tech, sales tech training, sales technician, sales technician training, HVAC, plumbing, electrical, independent contracting, independent contractor, independent contracting company" width="210" height="281" /> Learning to build relationships is vital for an independent contracting company in the industries of HVAC, plumbing, and electrical. But it is also essential to remember that company-client relationships aren’t solely built on service or sale calls. With the great extent of social media and Internet availability, a service company’s target market is guaranteed to be on the web. In a short voice clip, marketing expert, Mari Smith, explains the importance of relationship marketing for businesses through social media sites.   <iframe src="http://www.youtube.com/embed/k9LYfLLkIKs" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” The Power of Questions in the Independent Contracting World http://www.serviceexcellencetraining.com/blog.php?id=557 http://www.serviceexcellencetraining.com/rss.php?id=557 We turn learning into earning Thu, 05 Jan 2012 12:42:00 -0600 <img style="float: left; margin: 7px;" title="The Power of Questions in the Independent Contracting World" src="http://www.serviceexcellencetraining.com/im_images/questions.jpg" alt="service excellence training, service excellence, sales, leads, retention, tech, technician, sales tech, sales technician, sales tech training, sales technician training, independent contractor, independent contracting company, HVAC, plumbing, electrical, CSR, dispatch, air conditioning, heating and air, sales training" width="198" height="297" />                 Proficiency in questioning and qualifying are vital skills and abilities for every team member working in a HVAC, plumbing, or electrical independent contracting company.   When a service company’s technicians, CSRs, dispatchers, and management team have ample and thorough training to develop their qualifying skills it works to increase sales, leads, and retention.  The ability to ask great questions is a skill that can be easily overlooked but it is an expertise needed to build a successful and excellent service company. Possessing a strong ability to question and qualify allows for these three important aspects to occur:  -Guidance- No matter what the circumstance, whether you are working with a customer or a coworker, the person that asks the right questions at the right time guides the presentation or conversation.  These skills are also very helpful because they allow you to lead the conversation in a subtle and respectful manner.  Most of the time, the individual answering your questions doesn’t even realize this subtle, conversational “control” is occurring.  When a presenter has the skills to gently guide and direct a presentation in the right direction it allows both parties to progress through the conversation with more ease, comfort, and efficiency.   -Answers- Asking the right questions gets you the right answers. While this may seem like a point that could go without saying, it is important to understand that asking intentional and well thought out questions will get more “truthful” and “straightforward” answers than allowing someone to pick and choose what they want to share with you.  Asking the right type of question and then being quite in order to receive an answer, allows you to read an individual’s intonation, body language, and the manner in which they respond.  Many people won’t be upfront with their feelings or thoughts (for many reasons: fear, procrastination, uncertainty, or control) so when purposeful and poignant questions are asked there is no way for someone to hide behind their silence because their verbal answer and their body language will “give them away.”   -Discovery- Questioning skills allow you to fully qualify an individual by discovering their needs and wants.  When these desires have been uncovered it gives you the power to determine how to meet them.  It is important to remember that discovery is a two way street that leads to benefit both parties.  You have questions you need answered and they also have questions they need answered.  When you can anticipate their questions or concerns prior to the presentation, then you can handle potential objections before they become an issue.  Possessing the skill and expertise of questioning and qualifying opens the door to discovery, which allows needs to be successfully revealed.  When these needs are uncovered and validated, it naturally leads to more sales, leads, retention, and growth in service excellence.     Preparing and asking the right questions allows for a thorough qualification as well as helps to guide the presentation, get straight answers, and discover needs and wants so you can know how to meet the requests.  If you feel that your company’s questioning and qualifying skills could use a boost, give S.E.T. a call today at 512-333-4133. We have popular training material devoted solely to growing and enhancing a company team’s questioning and qualifying skills.  Thank you for following our weekly blogs. Here at Service Excellence Training we turn learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, tech, technician, sales tech, sales technician, sales tech training, sales technician training, independent contractor, independent contracting company, HVAC, plumbing, electrical, CSR, dispatch, air conditioning, heating and air, sales training" width="232" height="112" />      Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Service Excellence: Training the Habit of Excellence http://www.serviceexcellencetraining.com/blog.php?id=558 http://www.serviceexcellencetraining.com/rss.php?id=558 We turn learning into earning Tue, 03 Jan 2012 13:12:00 -0600 <img style="float: left; margin: 7px;" title="Service Excellence: Training the Habit of Excellence" src="http://www.serviceexcellencetraining.com/im_images/habits.jpg" alt="service excellence training, sales training, sales tech training, sales technician training, HVAC, plumbing, electrical, tech, technician, CSR, dispatcher, independent contractor, independent contracting company" width="200" height="203" />   In our day-to-day lives we all have habits.  Sometimes we try to break negative habits like biting our fingernails or we may try to sustain good habits like keeping an exercise regimen. The same is true inside of an independent contracting company in the industry of HVAC, plumbing, or electrical.  Every company team must take time to evaluate what habits they are developing in their business because whether managers or employees see it or not—there are habits.  Aristotle, an ancient Greek philosopher and teacher, had this to say about the connection between excellence and habit-forming behaviors; “We are what we repeatedly do. Excellence, therefore, is not an act but a habit.” The same holds true for training and solidifying the habit of service excellence in companies today:      -Habits require a consistent training period for development- According to Psychological research it takes about 2 months or around 66 days to form a new habit.  When a company has solid standards of performance and service then new coworkers and employees will quickly pick up the standards of excellence set by their team.  It is also vital that a company be consistent with their message of service excellence to both employees and clients.  Service should be at “tip-top” performance no matter what day of the week, time of the year, or customer that your company is working with.    -Once habits “set in” they become second nature and are hard to break- Excellent service standards as well as efficient systems and procedures are the habits that you want to have “set in” inside your service company.  Just as it takes careful training and development to form a new habit, it also takes conscious effort to break a habit.  When the habit of excellence sinks-in inside your service company, keep the momentum going.  Don’t stop “practicing what you preach” simply because service excellence takes a turn for the best; keep training, developing and strengthening the positive habit.   -Repetition creates habits; whether good or bad- It is important to put careful time and attention into the type of habit development you are training in yourself and your team members. Skipping steps or taking shortcuts may seem to save time in the short-run but it is important to remember that performing mediocre actions can easily become solidified habits over time.  Once a habit, whether good or bad, is solidified inside a team, members tend not to question the action steps that make up that habit.  Questions about habits within a company resurface when team leaders begin to revaluate or outside observers come in and see the routine. So be sure to make service excellence a repeated action in your service company to ensure that it becomes a positive, daily habit. Just as Aristotle stated, “you are what you repeatedly do;” your business is a product of habits established within the company team. What topics and procedures does your business value and train team members on? How consistently does this training take place? Is it long enough to form the habit of excellence?  While you’re revisiting these areas of your business, allow the S.E.T. team to journey with you.  We have great training resources for developing the standard of service excellence that you and your team are capable of achieving.  Here at S.E.T. we turn learning into earning! <div>   </div>   Source: <a href="http://psychcentral.com/blog/archives/2009/10/07/need-to-form-a-new-habit-66-days/">http://psychcentral.com/blog/archives/2009/10/07/need-to-form-a-new-habit-66-days/</a>  <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, sales training, sales tech training, sales technician training, HVAC, plumbing, electrical, tech, technician, CSR, dispatcher, independent contractor, independent contracting company" width="232" height="112" /> Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Matt Cutts: Try Something New for 30 Days http://www.serviceexcellencetraining.com/blog.php?id=559 http://www.serviceexcellencetraining.com/rss.php?id=559 We turn learning into earning Mon, 02 Jan 2012 10:24:00 -0600 Goal setting is vital to the health of independent contracting service companies but at times it is easy to place some goals on the “back burner” because of a lack of time.  In this short video, Computer Scientist and TED speaker, Matt Cutts, encourages us to do something new for just 30 days.  While the concept is interesting, it actually has a lot of value to creative achievement, creating productive habits, and attaining goals that we tend to forget about.  Take a few minutes to enjoy this video and evaluate what goals you could strive to achieve in your company and personal life in 30 days.   <iframe src="http://www.youtube.com/embed/JnfBXjWm7hc" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Motivation is a "Must" http://www.serviceexcellencetraining.com/blog.php?id=560 http://www.serviceexcellencetraining.com/rss.php?id=560 We turn learning into earning Thu, 29 Dec 2011 14:15:00 -0600 <img style="float: left; margin: 7px;" title="Motivation is a " src="http://www.serviceexcellencetraining.com/im_images/Motivation.jpg" alt="service excellence training, service excellence, sales, leads, retention, tech training, sales tech training, sales technician training, HVAC, plumbing, electrical, independent contracting company, independent contractor, CSR, sales tech, sales technician, service tech, service technician, dispatch" width="250" height="227" />           Motivation in the workplace is not just a nice “perk” that some companies choose to embrace and others choose to negate but rather it is an integral part of a successful independent contracting company and a successful company team. Encouragement and motivation in life, overall, is a vital component for achieving goals, planning for the future, and attaining success.     <img style="float: right; margin: 7px;" title="Maslow's Hierarchy of Needs" src="http://www.serviceexcellencetraining.com/im_images/Needs.jpg" alt="service excellence training, service excellence, sales, leads, retention, tech training, sales tech training, sales technician training, HVAC, plumbing, electrical, independent contracting company, independent contractor, CSR, sales tech, sales technician, service tech, service technician, dispatch" width="250" height="229" />What is so interesting about motivation is that it is a strong driving force that is built into every person’s core.  This concept can be exemplified through Abraham Maslow’s (American Psychologist and Professor) Hierarchy of Needs Theory that he proposed in 1943.  His theory states that every individual has Low-order needs (physiological needs such as shelter and food as well as safety needs) and High-order needs (social needs, esteem needs, and self-actualization needs). Maslow explained that, “Individuals are motivated by unsatisfied needs.  As each of these needs is significantly satisfied, it drives and forces the next need to emerge.” When lower-level needs are satisfied it allows individuals to further discover their greater potential for success.  This heavily relates to the importance of motivation for managers, technicians, CSRs and dispatchers working in independent contracting companies in the industry of HVAC, plumbing, or electrical. When an employee has Lower-order needs met such as; feeling safe and having a home, only then will they be mentally prepared to achieve their next goal.  Providing work is a means to meet lower-order needs and when those basic needs are met then coworkers will have the right mental vision to grow the company, grow in their position, and work as a team to achieve companywide success.     While motivation is a natural behavior that prompts purposeful action towards reaching our next goal, it also gives us the right mentality for success.  Thomas Jefferson said, “Nothing can stop the man with the right mental attitude from achieving his goal; nothing on earth can help the man with the wrong mental attitude.” Motivation helps to create the positive mental attitude that we need in order to reach our goals:   -Motivation helps us to see beyond the present- Motivation is what causes us to act and causes us to maintain goal-oriented behavior.  While sometimes in life we have to “muscle through” difficult situations without being thoroughly inspired, it is motivation that causes us to see success and opportunity beyond our present situation.  Because of this motivation, we push through and continue on. When we see the greater purpose that we are working towards, it helps to set our priorities in order as well as encourages us to strive to do our best on every task that we undertake.   -Motivation helps us see that we can reap potential benefits- Motivating others and ourselves requires energy but it is energy that is spent in hopes that it will come full circle and be repaid by causing a positive chain reaction of achievement and success. In the long run, the effort and time that we put into motivating will produce amazing results in the form of company growth, leadership and team development, or increased ability to sell and interact with customers.  These benefits of motiving others and ourselves propels us to work harder and keep our eyes focused on each task at hand while also on the greater purpose of the end result.   Motivation is important for every branch of a company team.  There is nothing wrong with stepping back and refocusing your sense of motivation on a personal level and a company level.  Only when the leaders in a company have a true and refreshing dose of motivation can the positive benefits flow to other areas in the business.  Here at Service Excellence Training we would love to help you grow your sales, leads, and retention but we would also love to be a source of encouragement for you and your team.  Thank you for following S.E.T.’s weekly blogs. Here are S.E.T. we turn learning into earning!     Source: <a href="http://www.managementstudyguide.com/maslows-hierarchy-needs-theory.htm">http://www.managementstudyguide.com/maslows-hierarchy-needs-theory.htm</a>   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, tech training, sales tech training, sales technician training, HVAC, plumbing, electrical, independent contracting company, independent contractor, CSR, sales tech, sales technician, service tech, service technician, dispatch" width="232" height="112" /> Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Part 3 of 3- Going the Extra Mile: Taking your Service Company Beyond "Good"- Meeting Needs and Informing http://www.serviceexcellencetraining.com/blog.php?id=561 http://www.serviceexcellencetraining.com/rss.php?id=561 We turn learning into earning Tue, 27 Dec 2011 11:50:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Going the Extra Mile: Taking Your Service Company Beyond " src="http://www.serviceexcellencetraining.com/im_images/race.jpg" alt="service excellence training, sales, leads, service, service excellence, CSR, dispatch, independent contracting, independent contracting company, HVAC, plumbing, electrical, air conditioning, heating and air, technician, tech, tech training, technician training, technician sales training, service tech, service technician, service technician training, retention" width="325" height="212" /> Average service has become the norm in our modern-day world but when service is outstanding and over-the-top it is something to be talked about—and people do. Communication spreads far and wide at lightening speeds so it is vital for independent contracting companies to work to be excellent in order to reap the benefits of this free visibility.  “Going the extra mile” requires several teachable skills including these two important skills: meeting client’s needs and properly informing clients.     -Meeting Needs- The ability to meet client needs comes in two different capacities and each is important to taking service excellence above and beyond:   <ol> <li>Meeting Direct Needs- Meeting direct needs comes with thoroughly listening to customers’ vocalized needs as well as making a point to focus attention on the original reasons they called your service company.  It is also important to meet direct needs that speak for themselves; such as replacing thermostat batteries, replacing a light bulb or offering to change a flapper on a toilet.  Before great rapport can be built with a customer they must first know that your company wants to meet their direct and obvious needs.</li> <li>Meeting Indirect Needs- It also takes great listening and questioning skills to discover a customer’s indirect needs.  These are needs that the customer may have but they don’t fully know they have but through a thorough diagnostic and informing presentation these needs may arise.  When trying to meet indirect needs, a technician must insure that he has built trust with the client and that the products he is offering are of value to the client.  The client must believe they have a need before they will find value in an add-on item or upgrade that meets an indirect need. Being able to meet clients’ indirect needs can make them feel that your company takes excellent care of them and provides spectacular service.</li> </ol>     -Informing- It is important for a service company to inform customers of all issues, potential problems, resolutions, effects of the problems and effects of the resolutions.  When a customer feels thoroughly informed then they can make the best decision based on the information.  This can occur when a technician:   <ol> <li>Provides complete and thorough information- Providing a thorough diagnostic and presenting everything found is vital to building great service excellence.  When a customer knows they will be informed of every potential issues and the services your company provides that can resolve the issue; then they can make an educated decision that will allow them to feel in control and comfortable about doing business (and continually doing business) with your service company.</li> <li>Presents information in a manner that the customer understands- Most clients want to understand the problem in a more general manner but they don’t want to feel that a tech thinks they don’t know anything about the topic.  Customers want to be educated on the issues at hand but it is vital for technicians to inform in a humble and respectful manner. In many instances this means providing technical information about the issues as an analogy in order for the client to get a better visual and mechanical understanding of the problem and the importance of resolving the problem.</li> </ol>   When a customers needs (direct and indirect) are met and they are fully informed of all issues regarding their technical problems, the customer will feel that they are taken care of and that they have received service that goes above and beyond the adequate standard. Here at Service Excellence Training we have great training materials and resources devoted to learning how to meet customer needs and how to thoroughly and respectfully inform clients of the findings in the diagnostic, so give us a call today.  Thank you for following our weekly S.E.T. blogs.  Here at Service Excellence Training we turn learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, sales, leads, service, service excellence, CSR, dispatch, independent contracting, independent contracting company, HVAC, plumbing, electrical, air conditioning, heating and air, technician, tech, tech training, technician training, technician sales training, service tech, service technician, service technician training, retention" width="232" height="112" /> Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Part 2 of 3- Going the Extra Mile: Taking your Service Company Beyond "Good"-Listening and Questioning Skills http://www.serviceexcellencetraining.com/blog.php?id=562 http://www.serviceexcellencetraining.com/rss.php?id=562 We turn learning into earning Thu, 22 Dec 2011 13:15:00 -0600 <img style="float: left; margin: 7px;" title="Going the Extra Mile: Taking your Company Beyond " src="http://www.serviceexcellencetraining.com/im_images/extra_mile_2.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech training, sales technician training, service tech training, service technician training, CSR training, CSR, dispatch, dispatch training, independent contracting company, independent contractor, HVAC, plumbing, electrical, air conditioning and heating, service company, heating, air" width="216" height="302" />   "If you spend more time asking appropriate questions rather than giving answers or opinions, your listetning skill will increase."  –Brian Koslow (President and CEO of Breakthrough Coaching)     Service excellence is a trait that is few and far between in today’s world; where we are used to mediocre and average service standards.  But it is always important to remember that it is excellent service and horrible service that gets discussed and shared-- average service never gets talked about.  In our fast-paced world, technology allows for communication to travel faster than ever; so it is vital that service companies make a conscious effort to go the "extra mile" in order to falling the category of “the excellent.”  Going the “extra mile” requires several teachable skills including two skills that go directly hand-in-hand; listening and questioning:       -Listening Skills- Being capable of listening to client’s needs and wants is important to maintaining outstanding service excellence.  The ability to listen carefully requires developing skills in two areas:   <ol> <li>  Listening to the verbal- When a client blatantly explains what they want or when they give verbal clues as to what type of products or services they want then it is vital that a technician listen careful and take note.  Being able to provide options and services that will directly meet a client’s verbalized wants and needs will build rapport and make for a happy client who feels important.  Also by listening carefully and being sure to respond to clients’ direct needs and wants, builds a client’s trust and respect because it demonstrates that there are no hidden agendas but rather a service company that takes pride in fully caring for their customers.</li> <li> Listening to the nonverbal- Having the ability to interpret facial expressions, tone of voice, and body movements can give you an external clue as to what may be going on mental and how the client is feeling about the call, product, or service.  Correctly interpreting body language can allow for a smooth transition into a close or the ability to flawlessly handle an objection. You must also be careful to respond to nonverbal communication in a humble and indirect manner because clients can feel disrespected if they think you are “putting words in their mouth.” Being attuned to clients’ body language and nonverbal communication is also important when developing listening skills but this type of listening may also require extra training and development.</li> </ol>   -Questioning Skills- When a technician knows the right questions to ask then they automatically reduce objections, guide the presentation without being forceful, meet client needs, as well as build the value of the company and products. These are two great types of questions that can be used to build rapport as well as help a technician listen and learn about the client’s wants and needs:   <ol> <li>Technical Questions- By asking a client about the technical problems they have been experiencing gives the technician a means to better diagnosis the problem before delving into the full, hands-on diagnostic.  By asking the client these types of questions it also gives the tech a way to see how much the customer understands about the system so they can adjust their diagnostic presentation to the client’s level of technical understanding. </li> <li>Lifestyle Questions- Lifestyle question are questions that give the technician better insight to conditions that may have played a part in causing the problem to occur in the first place.  Such as asking, “When was the last time you had your system cleaned and tuned up?” or “Do you have allergies?”  Questions such as these can help the tech know more about what the client needs or wants in a repair, add-on, or replacement as well as find out more information about the conditions placed on the system. </li> </ol>     When careful listening and the right questions are asked and used effectively then it makes everything easier and more enjoyable during a visit for both the customer and the technician.  Here at Service Excellence Training we have great training materials and resources devoted to enhancing listening skills and questioning skills, so give us a call today at 512-333-4133.    Thank you for following our weekly S.E.T. blog.  Here at Service Excellence Training where we turn learning into earning! Check out our blogs next week to learn more about the next two skills that help to take service excellence over the top! <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales tech training, sales technician training, service tech training, service technician training, CSR training, CSR, dispatch, dispatch training, independent contracting company, independent contractor, HVAC, plumbing, electrical, air conditioning and heating, service company, heating, air" width="232" height="112" /> Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Part 1 of 3- Going the Extra Mile: Taking your Service Company Beyond "Good" http://www.serviceexcellencetraining.com/blog.php?id=563 http://www.serviceexcellencetraining.com/rss.php?id=563 We turn learning into earning Tue, 20 Dec 2011 13:04:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Going the " src="http://www.serviceexcellencetraining.com/im_images/extra_mile.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales training, sales tech training, sales technician training, service tech training, service technician training, CSR, CSR training, dispatch, dispatch training, HVAC, plumbing, electrical, independent contractors, independent contracting company" width="270" height="203" /> “There are no traffic jams along the extra mile.” –Roger Staubach   In the strong consumer society that we live in today, we have become accustom to receiving good or at least adequate service.  However, average service rarely gets talked about rather it is the service on the opposing extremes of the spectrum that get shared (“the excellent” and “the horrible”).  It is also important to take into consideration that we live in a society where communication travels at lightening speed.  So those providing only average service can’t take advantage of free visibility provided by consumers because no one is talking about them.  Those with horrible service had better take cover because they are most assuredly going to receive intensely negative hype.  But those with excellent and outstanding service will reap the great reward of free, positive advertisement and what better mouthpiece than completely satisfied clients.    From the moment that a customer calls your independent contracting company and speaks with a CSR they are forming an impression of your service.  When the customer is met face-to-face with your service technician or sales technician then more concrete opinions are formed.  That is why it is so important to teach every team member in your HVAC, electrical or plumbing service company how to “go the extra mile.”  When a company goes above and beyond what the customer sees as good service, that is when a great relationship can be built and there is a high potential for setting leads, making a sale, securing a scheduled service plan, or receiving a referral. “Going the extra mile” requires several teachable skills for every branch of the company:     -Listening Skills- A truly great technician will be able to read into what a client is “saying” without needing them to directly say it.  This comes through reading body language as well as listening for verbal ques and repetitions that can indirectly make their needs known.  Listening skills can also be direct.  Some clients with bolder personality types will leave no room for interpretation. They will state exactly what they want.  Knowing how to take note of these directly stated needs and wants is just as important as “listening” to a client’s nonverbal ques.  When a customer feels that they are truly listened to and not talked at during the service or sales presentation then great service is in the making.   -Questioning Skills- Knowing the right questions to ask is a great deal of the battle when taking service above and beyond.  When a technician knows the right questions to ask then they automatically reduce objections, guide the presentation without being forceful, meet client needs and desires, as well as build the value of the company and products.  When the right questions are used effectively then it makes everything easier and more enjoyable during the visit for both the customer and the technician.   -Meeting Direct and Indirect Needs- Being capable of meeting both direct and indirect types of needs comes with listening skills but at times these types of needs may speak for themselves such as; replacing thermostat batteries, replacing a light bulb in high ceiling fan, or offering to change a toilet flapper.  While it is very important to first meet the client’s needs that they directly called in about, it also builds value to tack on extra services that meet their indirect needs. Meeting indirect needs make clients feel that your company provides excellent care and attention as well as provides spectacular service.   -Informing- When presenting, most clients want to understand the issues that you are covering in a more simplistic or general manner but they don’t want to feel that you think they don’t know anything about the topic.  So when giving the service or sales presentation it is important to inform the customer of the problem and be sure that it has been explained sufficiently.  It is also important to completely inform the client of potential hazards and services that can resolve the issues.  Customers want to be educated on the issues at hand but it is vital for technicians to inform in a humble and respectful manner.   Providing amazing service is an important aspect for all service companies.  Ensure that everyone in your company is offering outstanding service by evaluating and training on listening skills, questioning skills and techniques, meeting client needs, and the skills to humbly and properly inform clients.  Follow our weekly blog over the next two weeks as we delineate more details about each of these four areas that can help take your company above and beyond the service standard.   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: Where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, sales training, sales tech training, sales technician training, service tech training, service technician training, CSR, CSR training, dispatch, dispatch training, HVAC, plumbing, electrical, independent contractors, independent contracting company" width="232" height="112" /> Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Stephen Covey: Four Assumptions http://www.serviceexcellencetraining.com/blog.php?id=564 http://www.serviceexcellencetraining.com/rss.php?id=564 We turn learning into earning Mon, 19 Dec 2011 07:20:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Stephen Covey: 4 Assumptions" src="http://www.serviceexcellencetraining.com/im_images/covey.jpg" alt="service excellence training, sales, leads, retention, sales technician, sales tech, sales technician training, sales tech training, service tech training, service technician training, HVAC, electrical, plumbing, independent contorting company, independent contractor" width="181" height="208" /> Balance in all aspects of our life allows us to live to our fullest potential.  It is important for leaders within independent contracting companies to balance their lives and take advantage of learning opportunities so they can see the potential in themselves as well as in others.  In this short video, Stephen Covey talks on the four important aspects of life balance and how they can help grow you as a person and a leader.    <iframe src="http://www.youtube.com/embed/_Yf3Sh-zwAQ" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Heart of a Lion, Face of a Lamb http://www.serviceexcellencetraining.com/blog.php?id=565 http://www.serviceexcellencetraining.com/rss.php?id=565 We turn learning into earning Thu, 15 Dec 2011 10:23:00 -0600 <img style="vertical-align: top; margin: 7px;" title="Heart of a Lion, Face of a Lamb" src="http://www.serviceexcellencetraining.com/im_images/LionLamb.jpg" alt="service excellence training, service excellence, sales training, tech training, technician training, sales tech training, sales technician training, service technician, sales technician, sales, leads, retention, CSR, dispatch, independent contracting company, independent contractors, HVAC, plumbing, electrical, air conditioning, air conditioning and heating, heating and air" width="380" height="285" /> How would you describe the way that your service technicians approach a sale?  Would you say that they have a very aggressive approach or a gentle approach?  The interesting thing is that most service technicians are either one of the extremes; they are overly aggressive and offend the customer or they are too meek in spirit and walk away without the service.  It’s a basic challenge that every technician must face.  “How do I have the heart of a lion and still have the face of a lamb?”   Today we are going to outline three keys that will help your technicians recognize this basic challenge and confront it successfully:   Key 1: Know your Personality Type <img style="float: right; margin: 7px;" title="Know your Personality Type" src="http://www.serviceexcellencetraining.com/im_images/personality.jpg" alt="service excellence training, service excellence, sales training, tech training, technician training, sales tech training, sales technician training, service technician, sales technician, sales, leads, retention, CSR, dispatch, independent contracting company, independent contractors, HVAC, plumbing, electrical, air conditioning, air conditioning and heating, heating and air" width="200" height="181" />There are four basic personality types:  analytical, expressive, driver, and amiable.  Since we’re talking about technicians, we are going to focus on the most common technician personality types; which are the amiable and driver categories.  The first personality type is the character of the amiable person.  This person is very gentle in spirit.  They don’t do well with confrontation.  They’re very concerned about the opinions of others and they would never push anybody into doing anything uncomfortable.  These are obviously characteristics that we would not find at all offensive.  This also happens to be many of the same characteristics that the average service technician possesses.  While that’s not a bad thing, it can pose some challenges when it comes to closing the sale.  Think of this person as the gentle lamb.    The opposite of the gentle lamb is the aggressive lion.  The lion is also known as the driver personality.  There are a couple things that distinguish the driver from the amiable.  First of all, drivers are very assertive and they know what they want.  This means that they go for the sale and they can sometimes seem a little too pushy.  If this person takes it to extreme they may even offend the client.  Neither of these personality types are bad in their nature, it’s just that each one has distinct challenges as well as benefits.  Your job as a service technician, sales technician, or company team leader is to know how to best address your own personality type and the personality type of your client.  By learning these skills it will make interaction more productive and more comfortable for both parties.   Key 2:  Find the Power in your Personality Type <img style="float: right; margin: 7px;" title="Find the Power of your Personality Type" src="http://www.serviceexcellencetraining.com/im_images/4personalitytypes.jpg" alt="service excellence training, service excellence, sales training, tech training, technician training, sales tech training, sales technician training, service technician, sales technician, sales, leads, retention, CSR, dispatch, independent contracting company, independent contractors, HVAC, plumbing, electrical, air conditioning, air conditioning and heating, heating and air" width="200" height="201" />The highest producing service and sales people that I have ever met possess strong characteristics of both the driver as well as the amiable personality.  The reason that these people are so successful is that they know how to be empathetic and yet they know how to be assertive when it comes to closing.  If you find yourself naturally being more of a lion, then you know the power of the assertive beast inside you.  But you also know that this lion can get you in a lot of trouble.  If you find yourself to be more like the lamb, then you know the power of the relationship that you can build with your client.  But you also know that you can find yourself caving in when you really should have closed the sale.  So ultimately the key to success is creating a balance between having the strong heart of a lion and possessing the gentle face of a lamb.  To attain and maintain this balance means that you have to work at understanding the differences and react in the appropriate manner at the appropriate time.  When you do this, you will find great power as you “act like a lamb, and sell like a lion.” – Tom Hopkins.   Key 3: Know your Client’s Personality Type <img style="float: right; margin: 7px;" title="Know your Client's Personality Type" src="http://www.serviceexcellencetraining.com/im_images/personality_types.jpg" alt="service excellence training, service excellence, sales training, tech training, technician training, sales tech training, sales technician training, service technician, sales technician, sales, leads, retention, CSR, dispatch, independent contracting company, independent contractors, HVAC, plumbing, electrical, air conditioning, air conditioning and heating, heating and air" width="220" height="193" />Your client is also going to fall into one of the four major personality types, with a slight leaning to several of the other personality types.  If you get to know your client’s personality type, you’re going to discover the way in which they like to be served.  This makes for the perfect service excellence experience.  Here are a few tips:   -The driver personality loves to know that they are in control.  It’s important to let them know they have the power.  Don’t let their need for control offend you; it is what is built into their nature.  It is important to learn how to work with drivers because they are people that will want to do business with you and tend to have the means to do business with you.   -The amiable personality type hates conflict.  They would rather give you an excuse than tell you their real reason for not buying today.  Learn how to build a relationship that will allow them to feel comfortable telling you the reasons for not going ahead.  After building this relationship, furthering the sales presentation and attaining a close will be a more simplistic process.   -The analytical person loves the facts and figures.  You will invest a lot of time on going over the details and crunching the numbers.  Be familiar with your product and services.  Know how to work the numbers because you will then be more capable of gaining this customer’s respect and successfully prove the value of your company and product.    -The expressive person loves to have fun.  You’re going to need a sense of humor to work with this person.  Have fun as you work with the expressive, but keep in mind they have a tendency to get distracted.  You’ll need to make sure that you document and cover your bases in writing when you’re working with the expressive.     Learning to work with the different personality types is vitally important to increases sales, leads, and retention inside your independent contracting company.  Exploring these four main personality types and how to successfully work with each type is one of the most popular training sessions that we offer here at Service Excellence Training.  If you’d like to know more, feel free to contact us at 512-333-4133. Thank you for following our weekly blogs.  Here at S.E.T. we turn learning into earning!    <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales training, tech training, technician training, sales tech training, sales technician training, service technician, sales technician, sales, leads, retention, CSR, dispatch, independent contracting company, independent contractors, HVAC, plumbing, electrical, air conditioning, air conditioning and heating, heating and air" width="232" height="112" /> Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” The Mindset of a Technician ready for Success in Sales and Leads http://www.serviceexcellencetraining.com/blog.php?id=566 http://www.serviceexcellencetraining.com/rss.php?id=566 We turn learning into earning Tue, 13 Dec 2011 12:46:00 -0600 <img style="float: left; margin: 7px;" title="The Mindset of a Technician ready for Success in Sales and Leads." src="http://www.serviceexcellencetraining.com/im_images/1_Tech_greets_customer.jpg" alt="service excellence, service excellence training, sales training, tech training, technician training, sales tech training, sales technician training, CSR, dispatch, independent contracting company, independent contracting, HVAC, plumbing, electrical, service tech training, service technician training, sales, leads, retention" width="300" height="199" />       A successful independent contracting company must be made up of great team members that respect and adhere to the values and message of their service company.  Great companies will help their employees excel at achieving growth in sales and leads.  In order for sales technicians and service technicians in the field of HVAC, electrical or plumbing to truly succeed in increasing their sales and leads, they must have a belief in two overarching areas of service:     1.  They must have a belief in helping people. It is imperative that techs have a desire for meeting their customers’ needs.  This is achieved when a technician:   -Has the customer’s best interest in mind- Techs should always start with accomplishing the need that the customer initially called for.  They shouldn’t start the call with their own personal sales agenda.  When a customer feels that they are listened to and valued then a relationship can be built.  When a customer likes and trusts a technician they are more likely to do business with the service company.   -Takes time to do a thorough and proper diagnostic as well as have the knowledge of the repercussions that go along with the diagnosed issues- When a tech takes time to do a great diagnostic, provides visual evidence of the problems, and explains the potential repercussions related to the issue; it continues to prove their care for the customer and gives the customer hard-evidence that will guide them to their final investment decision.   2.  They must have a belief in the products and services of their company. Along with having a desire to help people, a technician must believe that their service company is truly the right company to invest in.  Technicians believe this when they:   - Know and agree with their company’s message and values- When a technician is truly sold on their service company’s message and values, they will be better equipped to effectively convey the unparalleled service of their company to potential customers.  It is more likely for a customer to invest in a company that receives great promotions from its employees.   -Have loyalty to their company and belief in the quality of the company’s products and people-Along with portraying their genuinely positive view of their service company’s message and values, a tech that is loyal to their company and expresses their personal belief in the high quality of the products and people is more likely to gain the respect and business of potential customers.   When sales technicians and service technicians have a winning mindset it is only then that they can effectively grow and develop their skills in increasing sales and leads. Here at Service Excellence Training we have great training material and resources for sales tech and service tech training in the area of leads and sales. Let us walk with your team through their learning and implementation process as they move forward to attain greater service excellence.  Thank you for following our weekly blogs.  Here at S.E.T. we strive to turn your learning into earning!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales, leads, retention, HVAC, plumbing, electrical, independent contractor, independent contracting company, tech training, technician training, sales tech training, sales technician training, service tech training, service technician training, CSR, dispatch" width="232" height="112" /> Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Jason Young: "Make a Friend" Sales Technique http://www.serviceexcellencetraining.com/blog.php?id=567 http://www.serviceexcellencetraining.com/rss.php?id=567 We turn learning into earning Mon, 12 Dec 2011 10:19:00 -0600 <img style="vertical-align: top; margin-top: 7px; margin-bottom: 7px; display: block; margin-left: auto; margin-right: auto;" title="Sales: Making a Friend Technique" src="http://www.serviceexcellencetraining.com/im_images/people.jpg" alt="service excellence training, service excellence, tech, sales tech, service tech, technician, sales technician, service technician, CSR, dispatch, independent contracting, independent contractor, service company, HVAC, plumbing, electrical, sales training, sales, leads, retention" width="432" height="159" />   For every independent contracting company, it is important to train technicians on different client personality types in order to use techniques and transitions that are most comfortable for the client as well as builds rapport with the technician and the company. Social Guerilla, Jason Young, explains in this short video clip that bonding with clients and growing camaraderie comes along with building a relationship with your client. This relational aspect is especially important for clients that are driven more by their heart and less with “hard facts.”   <iframe src="http://www.youtube.com/embed/0sVqJSZtTPQ" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Success Stories: Candy Cane Kid's Ministry http://www.serviceexcellencetraining.com/blog.php?id=568 http://www.serviceexcellencetraining.com/rss.php?id=568 We turn learning into earning Thu, 08 Dec 2011 10:35:00 -0600 <img style="float: left; margin: 7px;" title="Amber Stewart, founder of Candy Cane Kid's Ministry" src="http://www.serviceexcellencetraining.com/im_images/Amber.jpg" alt="service excellence, service excellence training, sales, leads, retention, HVAC, plumbing, electrical, independent contractor, independent contracting company, technician, sales technician, service technician, sales tech, service tech, sales tech training, service tech training" width="200" height="267" />     Here at Service Excellence Training we love to hear about the success of our clients and their families in every area of life.  Sharing these “Success Stories” gives us the opportunity to grow stronger relationships and celebrate with our amazing clients.   Amber Stewart is the daughter of Matthew Stewart, independent contractor and owner of Advanced Comfort Systems of Hickory, NC.  In 2010, Amber founded a ministry called Candy Cane Kid’s Ministry.  Amber explained that the main reason for founding the ministry was to “let hurting children know that they are loved and can rise above whatever challenges they are facing.” Originally the ministry’s goal was to deliver gifts to sick children staying in hospitals during the Christmas season but over the course of the delivering process the ministry saw the need for Christmas joy and giving to be spread to many outreach locations, not just hospitals.  So Candy Cane Kid’s Ministry began to also reach out to needy children through the Department of Social Services.    No matter to what outreach location Candy Cane Kid’s Ministry is delivering, Amber whole-heartedly expounded, “Our goal is to offer children the hope that comes through Jesus Christ through the simple offering of a Christmas gift. Every gift comes with a Christmas card telling the child that they are loved. “  Purchasing these gifts and cards for the ministry is made possible by the generosity of people and organizations all over the country who make donations year-round directly to the ministry.  100% of ministry’s donations go to purchasing gifts for the children touched by this ministry.   We are so proud of the passionate work that Amber is doing in her community to touch lives and encourage those in need.  This “Success Story” is heart-warming but it’s also a very real cause that desires further growth and support.  If you would like to find out more about Amber’s story, discover more about what Candy Cane Kid’s Ministry is all about, or learn how to make a donation visit their website at <a href="http://www.candycanekids.org">www.candycanekids.org</a>.   Here at S.E.T. we turn learning into earning! Thank you for following Service Excellence Training’s weekly blogs and we look forward to sharing with you again next week!   <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence, service excellence training, sales, leads, retention, HVAC, plumbing, electrical, independent contractor, independent contracting company, technician, sales technician, service technician, sales tech, service tech, sales tech training, service tech training" width="232" height="112" /> Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Employee Retention: Key 2 of 2- Companywide Success http://www.serviceexcellencetraining.com/blog.php?id=569 http://www.serviceexcellencetraining.com/rss.php?id=569 We turn learning into earning Tue, 06 Dec 2011 13:45:00 -0600   <img style="float: left; margin: 7px;" title="Employee Retention: Companywide Success" src="http://www.serviceexcellencetraining.com/im_images/cycle2.jpg" alt="service excellence, service excellence training, sales training, sales tech training, sales technician training, HVAC, plumbing, electrical, independent contractor, independent contracting company" width="250" height="232" />       Independent contracting companies in the industries of HVAC, plumbing, and electrical have to constantly balance employee retention, recruitment, and placement.  Retention of great members of an independent contracting team requires focus in two areas of employee need.  First, employees must feel that they are personally valued and individually capable of the job position that they hold.  Secondly, employees must feel that their assets are appreciated and important to the broader whole of the company.  An efficient and strong team dynamic is built when team members feel satisfaction in their ability to perform individual work related to their position as well as the work that they accomplish to reach the overall goals of the company.    In this blog, we will focus on the second key to employee retention, which is companywide success.  We will outline this key of employee retention by studying an interesting quote by author and speaker, Stephen Covey; “An empowered organization is one in which individuals have the knowledge, skill, desire, and opportunity to personally succeed in a way that leads to collective organizational success.”   <ol> <li>Personal “knowledge and skill” that leads to organizational success- Before success and achievement can come to any organization or individual, that person must have the knowledge, skill, and understanding of how to do their job effectively and efficiently.  If an individual feels that they constantly failing at the “in’s and out’s” involved in their job then they will get discouraged quickly and may quit before they or the company ever know or see their full potential.  This is where technical training, service training, and sales training come into play for an independent contracting company.  When an employee is properly and thoroughly trained for whatever they may face in their job, they will better know how to handle situations and work smarter.  When an individual feels that they are capable of success in their job they are more likely to have an attitude and mentality that is geared toward success, learning, and growth which benefits the employee personally as well as the company as a whole. </li> <li>Personal “desire” that leads to overall organizational success-When an individual feels capable and competent in their job there will naturally be an increase in confidence and a desire for further experience and advancement.  When an individual has a desire and drive to grow in their job, then leaders in the company need to encourage their team member’s momentum and embrace that member’s personal motivation.  When a person has true personal desire and motivation, they set themselves up for personal success on sales calls, service calls, and company promotion which in turn reciprocates company success in sales, leads, retention, and positive marketing and company publicity.   </li> <li>Individual “opportunity” that leads to company success-When a service team member has the skills and knowledge necessary for their job and the desire and drive to achieve success then they will be presented with more company opportunities to achieve personal success as well as company success.  When an employee works hard to improve their customer relation skills, sales skills, and service skills then they will naturally begin to achieve greater closing rates in the field.  When a service tech or sales tech is consistent and confident in the field then they are likely to get more opportunities to go on service or sales calls.  When an individual is presented with opportunities to prove their skill, knowledge, and drive in the field then the service company also benefits from and internal company success. </li> </ol>   It is a reciprocal process; a company must first invest in the skill and knowledge training of a team member.  When the employee’s success momentum increases and they begin to have a desire to increase their experience in the field, then their company will present them with more opportunities for success.  Personal success of an employee is also companywide success just as companywide success translates into individual employee success.  Independent contracting companies must pause every now and then to reevaluate their company’s “cycle of employee and companywide success.”  If you want guidance on positive employee retention or skill and knowledge training then give Service Excellence Training a call today, because here at S.E.T. we turn learning into earning!  <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, HVAC, plumbing, sales training, technician, tech, tech training, technician training, independent contracting company, independent contractor, sales, leads, retention, HVAC, plumbing, electrical" width="232" height="112" /> Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” John Maxwell: The Secret to Success http://www.serviceexcellencetraining.com/blog.php?id=570 http://www.serviceexcellencetraining.com/rss.php?id=570 We turn learning into earning Mon, 05 Dec 2011 06:58:00 -0600 <img style="float: left; margin: 7px;" title="John Maxwell: The Secret to Success" src="http://www.serviceexcellencetraining.com/im_images/John_Maxwell.jpg" alt="service excellence training, service excellence, sales training, sales tech training, service tech, service tech training, technician, sales technician, service technician, CSR, dispatch, CSR training, dispatch training, sales, leads, retention, HVAC, plumbing, electrical" width="100" height="175" />           To be a highly successful person relies on a number of factors just as being a successful HVAC, plumbing, or electrical independent contracting company depends on many factors of service excellence.  But in John Maxwell’s short presentation he delves into the first aspect that jumpstarts a highly successful person—purpose.  Take time to reap some helpful insight on success as well as think over your personal purpose in life and the main purpose for your service company.    <iframe src="http://www.youtube.com/embed/yU8lUimI-Mk" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Using Everyday Life as a Training Tool http://www.serviceexcellencetraining.com/blog.php?id=571 http://www.serviceexcellencetraining.com/rss.php?id=571 We turn learning into earning Thu, 01 Dec 2011 14:04:00 -0600 <img style="float: left; margin: 7px;" title="Using Everyday Life as a Training Tool" src="http://www.serviceexcellencetraining.com/im_images/handshake.jpg" alt="service excellence training, sales training, HVAC, plumbing, electrical, tech training, technician training, independent contractor, independent contracting company, sales, leads, retention, CSRs, sales techs sales technicians, service technicians, service techs, technician" width="108" height="108" />Yesterday I made a quick trip to Wal-Mart.  While in the checkout line, I noticed the cashier looked tired and a little down.  When I got to the register I asked her how she was doing and with a forced smile she said, “I’m fine but a little tired.”  Sympathetically I said, “I hope you can get some rest, I bet after Halloween it’s pretty busy in here for the rest of the year, right?” With a genuine smile in return she replied, “Yes! Have you worked in the retail business before?” I smiled and nodded, “Yes, I have. I can understand what you’re feeling especially around the holidays, it was always busy but it was also fun.” She laughed and said, “That’s true, time over the holidays seems to fly.”   While this was a simple and very short conversation, I quickly found that just being able and willing to relate to what this lady was feeling was enough to make her feel comfortable talking with me and, hopefully, help make her day better just by having someone care about what she was feeling.  It is amazing how small daily situations like these can teach you about what builds rapport and how these skills can relate to customer service in the field.  There are three aspects of rapport and relationship building that can be learned from my above scenario:   -Read body language- Before any action is taken to build rapport, you must listen with your eyes.  I immediately saw from the cashier’s facial expression and posture that she was tired and unhappy.  I knew how she was feeling before I even asked her. Being in-tune with nonverbal communication that comes along with body language can help you begin the conversation and will help continually guide you through the conversation. -Ask questions (especially questions that show you are genuinely interested in how they feel)- While the cashier’s body language told me almost everything that I needed to know, I asked an open-ended question to see how willing she was to talk with me.  In my situations, she blatantly told me how she was feeling but I had to continue using observations to find out why she was feeling this way.  I did this by asking a question related to our current situation, I made the assumption that she was tired based on her experience at work.  After framing my assumption as a question, I then had to watch for more body language clues to tell me if I was on the right path.  When she gave me a genuine smile and further engaged in the conversation then I knew that I was right on target. -Relate- After she felt that I could relate to her, it made the conversation more comfortable and it even seemed to help put her in a more positive mood. To be able to relate to people in life as well as customers in the field, you must see every situation in your life as a learning experience in which you can glean knowledge and insight. When you see new experiences as a learning opportunities it makes it much easier to find areas in your life that can be relatable to a client’s current situation.   While my experience in the checkout line is a simplistic example of reading body language, asking questions, and relating experiences these are vital skills that can be effectively used when dealing with customers in the field to help build trust, rapport, and make conversing more comfortable.  Using these skills in everyday life can help strengthen these skills when they need to be used in the field.     <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, sales training, HVAC, plumbing, electrical, tech training, technician training, independent contractor, independent contracting company, sales, leads, retention, CSRs, sales techs sales technicians, service technicians, service techs, technician" width="232" height="112" /> Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Employee Retention: Key 1 of 2- Personal Success http://www.serviceexcellencetraining.com/blog.php?id=572 http://www.serviceexcellencetraining.com/rss.php?id=572 We turn learning into earning Tue, 29 Nov 2011 13:05:00 -0600     <img style="float: left; margin: 7px;" title="Employee Retention- Personal Success" src="http://www.serviceexcellencetraining.com/im_images/plan.jpg" alt="service excellence training, service excellence, sales training, technician sales training, tech sales training, HVAC, air conditioning and Heating, plumbing, plumbers, electrical, electricians, sales, leads, retention, independent contracting company, independent contractor, CSR, CSR training, dispatch training " width="108" height="123" />               Independent contracting companies in the industries of HVAC, plumbing, and electrical have to constantly balance employee retention, recruitment, and placement.  Retention of great members of an independent contracting team requires focus in two areas of employee need:   <ol> <li>First, employees must feel that they are personally valued and individually capable of the job position that they hold. </li> <li>Secondly, employees must feel that their assets are appreciated and important to the broader whole of the company.  An efficient and strong team dynamic is built when team members feel satisfaction in their ability to perform individual work related to their position as well as the work that they accomplish to reach the overall goals of the company. </li> </ol>   In this blog, we will focus on the first key to employee retention, which is employee individual fulfillment.  We will delineate this key of employee retention by studying an intriguing quote from Zig Ziglar’s (American author, motivational speaker, and salesman). “Research indicates that workers have three prime needs: interesting work, recognition for doing a good job, and being let in on things that are going on in the company.”   “Interesting Work” <img style="float: right; margin: 7px;" title="Interesting work" src="http://www.serviceexcellencetraining.com/im_images/interesting.work.jpg" alt="service excellence training, service excellence, sales training, technician sales training, tech sales training, HVAC, air conditioning and Heating, plumbing, plumbers, electrical, electricians, sales, leads, retention, independent contracting company, independent contractor, CSR, CSR training, dispatch training" width="180" height="130" /> <div>It is human nature to yearn for learning and growth, even if we don’t realize it.  We are constantly seeking mental stimulation in every area of life, and work is no different.  Employees want to feel that their work is interesting and even that there may be more to learn and improve on.  Allowing team members to have some creative freedom within their job leads to better productivity and satisfaction.  This type of freedom doesn’t mean employees stray from systems and procedure or service excellence. But it gives some range for employee interaction such as encouraging employees to have say in projects or encouraging involvement in company-created, friendly competitions in order to give the team a renewed mindset that their success is within their control.</div> <div> <div> <img style="float: right; margin: 7px;" title="Recognition for doing a good job." src="http://www.serviceexcellencetraining.com/im_images/good.job.jpg" alt="service excellence training, service excellence, sales training, technician sales training, tech sales training, HVAC, air conditioning and Heating, plumbing, plumbers, electrical, electricians, sales, leads, retention, independent contracting company, independent contractor, CSR, CSR training, dispatch training" width="140" height="107" />   “Recognition for doing a good job”  No matter what the job or area of life, people always want to feel appreciated. Most everyone will work harder and with a better attitude when they are told and they know their work is unique, appreciated, and valued. Every team member is different in how they like to be recognized depending on personality types; some like gifts, some desire public recognition, and some prefer private recognition. But as a team leader, it is important to find out your team members' individual preferences and follow through with recognition and praise when it is called for.      “Being let in on things going on in the company." <img style="float: right; margin: 7px;" title="Being let in on things going on in the company." src="http://www.serviceexcellencetraining.com/im_images/meeting.jpg" alt="Service excellence training, service excellence, sales training, technician sales training, tech sales training, HVAC, air conditioning and Heating, plumbing, plumbers, electrical, electricians, sales, leads, retention, independent contracting company, independent contractor, CSR, CSR training, dispatch training" width="145" height="97" />  While employees don’t need to know all internal company details, it is important to never leave your team in the dark. In everyday life, when we feel that we are told important and somewhat exclusive information, we tend to feel that we are part of something larger than ourselves and we take ownership of our position within a team or organization.  The same is true of employees within a service company.  When all team members feel that they are properly informed on company information then it builds company camaraderie.   Service company teams are made up of individuals that have a personal need for fulfillment and they are looking for that satisfaction in every area of life, including their job.  Personal fulfillment in the workforce can be obtained through three important areas that Zig Ziglar eloquently delineates; employees desire interesting work, recognition for doing a good job, and knowledge of happens within the company.  When independent contractors keep these three aspects in mind, retention of great team members becomes more easily balanced.  If you want to revisit your company’s standing on employee retention and brainstorm beneficial retention ideas, then let Service Excellence Training aid and support you in the process.  Thank you for following our weekly blogs.  Here at Service Excellence Training we turn learning into earning! <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: where we turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="Service excellence training, service excellence, sales training, technician sales training, tech sales training, HVAC, air conditioning and Heating, plumbing, plumbers, electrical, electricians, sales, leads, retention, independent contracting company, independent contractor, CSR, CSR training, dispatch training " width="232" height="112" /> Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” </div> </div> Stephen Covey: Communication and the Indian Talking Stick http://www.serviceexcellencetraining.com/blog.php?id=573 http://www.serviceexcellencetraining.com/rss.php?id=573 We turn learning into earning Mon, 28 Nov 2011 10:14:00 -0600 <img style="float: left; margin: 7px;" title="Stephen Covey: The Indian Talking Stick" src="http://www.serviceexcellencetraining.com/im_images/covey.jpg" alt="service excellence training, service excellence, sales training, technician, CSR, independent contracting company, independent contractor, HVAC, electrical, plumbing" width="120" height="138" />   Communication is key in business and in life as a whole.  But when we feel that we cannot effectively communicate in our environment then vital lines of understanding and productivity are stifled.  When this occurs, a business must deal with internal and external conflicts and a service team ceases to be a team but they become a group of individuals that lack cohesiveness.  Stephen Covey explains a simple technique that can be used during any type of team meetings within an independent contracting company.  Take a minute to gain some helpful advice on how to improve communication within your service company.      <iframe src="http://www.youtube.com/embed/HUxi-Zc45tA" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Focus on Quality http://www.serviceexcellencetraining.com/blog.php?id=574 http://www.serviceexcellencetraining.com/rss.php?id=574 We turn learning into earning Tue, 22 Nov 2011 13:06:00 -0600 <img style="float: left; margin: 7px;" title="Service Excellence Training: Focus on the quality of your service company." src="http://www.serviceexcellencetraining.com/im_images/qualityfocus.jpg" alt="service excellence, service excellence training, sales training, sales technician training, technician training, tech training, sales tech training, service tech training, service technician training, CSR training, dispatch training, independent contractor, independent contracting company, independent contracting service company, HVAC, plumbing, electrical, air conditioning and heating" width="144" height="114" />What really makes customers want to do business and continue doing business with a particular service company? If the customer continues to be a loyal client for life, it always relates back to quality.  Independent contractors in the industries of HVAC, plumbing, and electrical that offer the highest standards of quality and service must have several main areas of emphasis and attention within their company to achieve this success.  These great companies must maintain a clear focus and perspective of three main areas in their company. Each of the items below go hand-in-hand to build a service company that is focused and centered on superb quality:     -Service Excellence- Maintaining a constant high regard for service excellence and customer service must be the main focus for all service companies striving for first-rate quality.  A company’s value of service excellence is the first aspect of the business that a customer will see.  They will ask themselves subconsciously, “does this company care about my needs and do they desire and respect my business?” An independent contracting company that goes out of their way to build a relationship with clients and whose team members truly desire to meet their customers’ needs will excel as a high quality service company not only because of their company products but also because of the company’s matchless team.   -Team training and follow-up- In order to attain great company members, a service company must see the true value of training their team and following up on the areas of training.  Providing a safe and effective environment for learning is vital to the health of a business and that is exactly what a training session should provide.  It should be an environment where questions are welcomed and learning is encouraged.  Along with providing this type of atmosphere, there should be open lines of communication between management and the company team so when questions arise in regards to training topics, they can be answered and resolved effectively. When a company provides their team with training it allows each member to feel confident, capable, and prepared for their job; which in return, produces high quality service, results, and growth.       -Systems and Processes- Proper training will also cover the vital aspects of systems and processes within an independent contracting company.  It is important that service companies effectually carry out all areas of their company systems and procedures from investment options and diagnostic forms to paperwork and proper filing.  When a company sees the value of maintaining a high quality system for organization and procedures then business will run more smoothly, professionalism will increase, and miscommunication will decrease.   Initially, consumers may choose service companies for many reasons but in the end they will decide to reinvest and stay with a service company because of their focus on quality and service.  Providing high quality service excellence, team training and follow-up, as well as systems and processes will result in a company that has more sales, additional leads, greater referral rates, high client retention, high employee retention, and positive community rapport.  It is important for every independent contractor to revisit these three highlighted areas of their business.  So take some time this season to revaluate these areas and see if they match your goals for a high quality service company.  S.E.T. has great training materials and resources for each of these vital areas of business so let us walk with you and encourage your company through the evaluation process.  Thank you for following S.E.T. weekly blogs.  Here at Service Excellence Training we strive to turn your learning into earning! <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence, service excellence training, sales training, sales technician training, technician training, tech training, sales tech training, service tech training, service technician training, CSR training, dispatch training, independent contractor, independent contracting company, independent contracting service company, HVAC, plumbing, electrical, air conditioning and heating" width="232" height="112" /> Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Jason Young: How to Handle two Different Client Types http://www.serviceexcellencetraining.com/blog.php?id=575 http://www.serviceexcellencetraining.com/rss.php?id=575 We turn learning into earning Mon, 21 Nov 2011 12:27:00 -0600 <img style="float: left; margin: 7px;" title="A sales presentation can be adapted to appeal to differing client types." src="http://www.serviceexcellencetraining.com/im_images/personality_types.jpg" alt="service excellence training, service, sales, retention, leads, service tech, sales tech, sales technician, service technician, sales training, sales technician training, service technician training, todd liles, HVAC, electrical, plumbing, independent contractors, independent contracting company" width="180" height="158" />                   Having the ability to effectively present a sale or service opportunity to clients with differing personality types is a vital skill for all technicians working in an HVAC, plumbing or electrical independent contracting company.  In this short video clip, Jonathan Young gives advice on using transitions within a presentation that can effectively engage clients with different personality types.  Being trained on how to uses these types of transitions, accompanied by proper body language, allows clients to be treated in a way they are most comfortable as well as boost a technician’s potential for making a sale.    <iframe src="http://www.youtube.com/embed/wpE_1rShiJc" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Important Lead Setting Skills http://www.serviceexcellencetraining.com/blog.php?id=576 http://www.serviceexcellencetraining.com/rss.php?id=576 We turn learning into earning Thu, 17 Nov 2011 13:11:00 -0600 <img style="float: left; margin: 7px;" title="Important Lead Setting Skills" src="http://www.serviceexcellencetraining.com/im_images/leadsetting.jpg" alt="service excellence training, service excellence, sales training, service training, sales tech training, sales technician training, service technician training, sales technician training, CSR training, dispatch training, technician, tech, CSR, dispatch, HVAC, plumbing, electrical, plumbing, independent contractor, independent contracting company, independent contracting service company" width="150" height="112" />   Leads are a key component to gaining larger average tickets for all independent contracting service companies.  But there is some “behind-the-scenes” work that needs to be completed before a customer is open to taking a look at a larger potential investment.  Some of the work is very straightforward simply because of the technical nature of the call but other aspects require more training in order to learn how to create the greatest potential for setting a lead.  The “behind-the-scenes” work includes:   -Presentation- From the moment that a technician pulls up to a customer’s home they are beginning their presentation.  The way that a technician carries himself and handles situations sends a message to the homeowner about the service company as well as the attributes of the technician.  Using floor protection, looking neat and clean, as well as having a clear presentation of steps shows the homeowner that the technician cares about his image as well as the company’s image.  When a customer is comfortable with the technician and the independent contracting company then they are more likely to invest in the service needed.   -Thorough diagnostic- Service technicians have a great advantage when it comes to setting leads while on service calls because the customer knows that it is a service technician’s job to find problems and potential hazards in the system and present solutions. What the technician has to remember is that it is also their job to properly explain the diagnostic evaluation that they have documented, visually show the customer the problem, and properly explain the repercussions.  When customer experiences a sense of urgency and a desire to get their problem fixed with the best solution, then they will be willing to hear all their options.     -Investment comparison- Comparing the cost of replacement versus repair on a system is a technique that must be trained and practiced.  When a technician has the ability to compare the investment options on paper for the homeowner to see in an easy and upfront manner; it continues to build rapport and gives the homeowner an analytical way to compare their investment options to best suit their financial situation.  Having the ability to write out a cost comparison is a lead skill that speaks for itself.    Leads are a vital part of every plumbing, electrical, as well as heating and air conditioning company.  It is wise for every independent contractor to revisit their team’s lead setting skills through each team member’s presentation of self and the service company, diagnostic clarity and thoroughness, and skills at writing cost comparisons.  Service Excellence Training has great resources and training material on lead setting so let us walk with you through the process of growing, learning, and training on lead setting in your company.  Thank you for following our weekly blogs. Here at S.E.T. we turn learning into earning!   <img style="margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales training, service training, sales tech training, sales technician training, service technician training, sales technician training, CSR training, dispatch training, technician, tech, CSR, dispatch, HVAC, plumbing, electrical, plumbing, independent contractor, independent contracting company, independent contracting service company" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Building Service Excellence with Paperwork http://www.serviceexcellencetraining.com/blog.php?id=577 http://www.serviceexcellencetraining.com/rss.php?id=577 We turn learning into earning Tue, 15 Nov 2011 13:48:00 -0600 <img style="float: left; margin: 7px;" title="Service Excellence Training: Using Paperwork to build Service Excellence" src="http://www.serviceexcellencetraining.com/im_images/paperwork.jpg" alt="service excellence training, service excellence, sales training, paperwork, CSR, technician, manager, HVAC, plumbing, electrical" width="162" height="119" />   Paperwork is a major part of the internal structure that gives an independent contracting company its shape, stability, and promotion of service excellence.  In the industries of HVAC, plumbing and electrical it is important that accurate paperwork completion becomes second nature for all members of the service team.  This is achieved only through proper training, review, and follow-up with everyone in the company on how to effectively and efficiently complete paperwork.  Company paperwork is a tool that works to achieve service excellence by:   -Creating Transparency- When paperwork is properly completed it works to create transparency between the customer and the company as well as within the company team. When a client feels that they have no way of tracking where their money is being invested then they will get the impression that they lack control; which can lead to distrust.  Providing a clear picture of a customer’s investments builds rapport, camaraderie and trust.  Proper paperwork also paints a clear internal picture for a service company.  When paperwork is accurately competed and handled, it acts as an effective tool used for tracking clients, calls, and investments.  When a company knows that they have a grip on proper procedures regarding paperwork then they can be a more confident company with less questions and miscommunication.   -Improving Communication- Communication is key to running a smooth and efficient service company.  Effectively communicating to customers is vital to making sales, setting leads, and obtaining referrals.  Paperwork helps to create a smooth transition pattern for technicians to follow while on a call.  Creating a process that keeps interaction between the customer and technician moving in a systematic order, helps to reveal the professionalism of the company and allows the technician to be confident on handling every call. Proper paperwork also creates effective communication within the company.  CSRs don’t have to guess what happens on a service call when all techs use the same verbiage on paperwork.  Streamline communication within a company positively effects communication in the field and in the office, so it is important for a business to train all team members on the company’s paperwork standards.   -Jumpstarting Organization- By training technicians, CSRs, and dispatchers to properly fill out paperwork the first time creates less confusion and less work in the future.  When client information is filed it can be easily interpreted when the files are revisited.  Success and productivity are jeopardized if a company has to spend more time reorganizing and redoing paperwork rather than building other areas of the business.  Successful organization depends on an effective process that can be replicated by everyone in the company.  The more organized the company paperwork then the smoother and more efficient business can run.    It is to every company’s benefit to keep their team highly trained in the systems and processes of the company and properly completing paperwork is a vital component of a company’s systems and processes.  When a service company maintains paperwork they build service excellence by creating a transparent company worthy of trust, effective company communication skills, as well as greater company efficiency through organization.  Take some purposeful time to revisit your company’s paperwork procedures and training.  If you find that they aren’t meeting your high standards of service excellence then let S.E.T. help you revamp your process and implement proper company training.  Thanks for following our weekly blogs.  Here at S.E.T. we strive to turn learning into earning! <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turing learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, service excellence, sales training, sales technician training, service technician training, sales tech training, service tech training, CSR training, dispatch training, HVAC, air conditioning and heating, plumbing, electrical, independent contractor, independent contracting industry, leads, sales, retention" width="232" height="112" /> Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Derek Sivers: Keep your Goals to Yourself http://www.serviceexcellencetraining.com/blog.php?id=578 http://www.serviceexcellencetraining.com/rss.php?id=578 We turn learning into earning Mon, 14 Nov 2011 13:24:00 -0600 In both our personal lives and in business it is vital to set goals.  TED speaker, Derek Sivers, hits on a very important key in his presentation.  He says, if you vocalize your goals, it is important to do it in a way that reinforces to yourself as well as lets others know that to reach your goals it is going to take hard work and determination.  It is common for independent contracting companies to write company goals and individual goals on a whiteboard for all their service technicians, sales technicians, and CSRs to see.  This is a great example of a tool that increases motivation as well as a tool that tracks the steps it takes to reach a goal.  It is important to remember that setting goals allows us to operationalize success.       <iframe src="http://www.youtube.com/embed/NHopJHSlVo4" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Employee Retention: Need, Message, Relationship http://www.serviceexcellencetraining.com/blog.php?id=579 http://www.serviceexcellencetraining.com/rss.php?id=579 We turn learning into earning Thu, 10 Nov 2011 13:11:00 -0600 <img style="float: left; margin: 7px;" title="Service Excellence Training: Employee Retention" src="http://www.serviceexcellencetraining.com/im_images/Team.jpg" alt="service excellence training, sales, leads, retention, employee retention, independent contracting company, independent contractor, todd liles, sales tech training, service tech training, sales technician training, service technician training" width="120" height="90" />Building a great independent contracting company in the industries of HVAC, Plumbing and Electrical requires the provision of service excellence.  But a great service company must achieve service excellence by also focusing on the foundational aspects of sales, leads, and retention.  The focus on retention within a company can sometimes be unintentional placed “on the back burner” because it is not always an immediate revenue booster.  However, retention of clients and employees is a vital aspect to the health and growth of an independent contracting company.   Employee retention is an important company skill that contributes to the ultimate stability of an independent contracting company.  If a company is constantly cycling through employees then they are losing time, investment, and effort put into training technicians and customer service representatives.  Continually starting at “square one” with a fresh batch of employees can be tiring and disheartening to a company that needs trained and seasoned technicians and CSRs.  At the core, retention of valuable employees can be attributed to:   -Need- Independent contractors must remember that all of their employees became part of the company team because of a need.  Before anyone is hired, there must be a need on the employee’s end and the employers’ end.  But the longer an employee is with the company, the needs of both parties will transform; thus it is vital that there are accessible lines of communication.  It is important that a company’s team understands the business’ needs as well as the company management understands the needs of their team members so effective transitions and new goals can be made accordingly.  -Message- Employees see a business from all angles and they will immediately be able to see when a company’s message and values are compromised.  Following through with a company’s message in regards to employees is two fold.  First, a company must follow through with the promises and message that they gave to their employee when they were hired and the messages that they continue to give them throughout employment.  This builds rapport on a personal level with employees and this will help retain the best team members for the company.  Secondly, it is important that employees see that the company also follows through with the message that they give their clients.  When an employee sees that the business truly cares about their service excellence, an employee will find pride and value in working with an honest and first-rate company.  When both aspects of a company’s messages are carried out, it creates an atmosphere where employee loyalty combines with company pride and results in a stable work environment for employees and management.  When an employee is truly sold on the company’s message and values, they will be a more effective team member and be more successful with customer interaction, sales, leads, and service. -Relationship- Retention of great employees also depends on the relationship they feel they have with the company, team, and management.  An employee wants to feel that they are of value to their service company both as a beneficial employee and as a unique person.  Developing this type of relationship requires open lines of communication and some one-on-one conversations.  Ultimately, an employee wants to feel that they are an important part of the service team.   When they feel confident in their service skills and they see that the company appreciates their contributions, they will be encouraged to work hard for a company that believes in them and that they believe in.   Retaining great employees is an important aspect of building a great service company.  Retention also stems from effective and continual recruiting of potential employees. When your company focuses on retaining employees it is important to remember that needs must be mutual and efficiently communicated, following through with your company message builds rapport, and the development of positive relationships results in employee loyalty.  If your company wants to revisit some of the important aspects of employee retention and recruiting, get in touch with Service Excellence Training and let us aid in the process.  Thank you for following our weekly blogs.  Here at S.E.T. we turn learning into earning! <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, sales, leads, retention, todd liles, service excellence, sales training, sales tech training, service tech training, sales technician training, service technician training, HVAC, plumbing, electrical, independent contractors, independent contracting company" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Client Retention: Need, Message, Relationship http://www.serviceexcellencetraining.com/blog.php?id=580 http://www.serviceexcellencetraining.com/rss.php?id=580 We turn learning into earning Tue, 08 Nov 2011 13:19:00 -0600 <img style="float: left; margin: 7px;" title="Service Excellence Training: client retention" src="http://www.serviceexcellencetraining.com/im_images/ClientRetention.jpg" alt="retention, sales, leads, service excellence, sales training, tech training, technician training, service excellence training, todd liles, HVAC, plumbing, electrical, independent contractors, CSR" width="126" height="126" />     Building a great independent contracting company in the industries of HVAC, Plumbing and Electrical requires the provision of service excellence.  But a great service company must achieve service excellence by also focusing on the foundational aspects of sales, leads, and retention.  The focus on retention within a company can sometimes be unintentional placed “on the back burner” because it is not always an immediate revenue booster.  However, retention of clients and employees is a vital aspect to the health and growth of an independent contracting company.   Retaining customers is especially important during slower business times when demand calls are not streaming in because it is these current customers who may have scheduled maintenance plans that will keep your service technicians and sales technicians busy and productive.  Routine tune-ups during the slower business time can also create opportunities for leads, add-on sales, repairs, and replacement because technicians are face-to-face with the client.  When boiled down, good client retention can be attributed to:   -Need-When your company meets a customer’s need then an instant connection is built.  This step can be very straightforward when a customer makes a demand call to your company.  But there are times when a customer does not know that they have an issue that needs attention, thus technicians and other company employees must reveal the issue to the customer.  Many clients may not know that for the greatest HVAC system efficiency they need a system tune-up annually.  Clients may not be aware of the health benefits of add-on products such as HVAC Indoor Air Quality products or plumbing water quality products.  But when a customer is shown their need first-hand and they understand the repercussions of the issue, then they can make a well-informed decision.  Client education is vital to the long-term retention of clients.  -Message- Potential customers want to do business with a great company and every great company needs to have a consistent message.  It does no good if your company promises service excellence but in the end the customer receives mediocre service and attention.  Customers value a consistent message.  There are two insightful questions that every independent contracting company should ask: “what is our message and values?”; and “how do we follow through with our message and values?”  When a company can address the first question with their specific message and values then the company can effectively move forward by making their message and values measurable. -Relationship-Quite possibly the best way to great client retention is through relationship building.  No customer wants to feel that a service company is only interested in taking their money and never following-up.  When a customer feels valued and connected to a company they will be clients for life.  Relationship building doesn’t have to mean managers and all employees must know every customer by first name (although this would be very effective relationship building) because it is not feasible for most companies.  But lasting company-to-client relationships are built when customers feel their investment is highly valued and that they always receive polite and efficient service.    While retaining clients may not always bring in large, short-term revenue it is the lifeblood of maintaining a healthy, growing business in the long run.  Excellent client retention occurs when customers know their need for your service, value your consistent message, and feel that they have a relationship with your company.  If you want to refocus your company on the important aspect of client retention, let S.E.T. help in your evaluation process. Thank you for following our weekly blogs.  Here at Service Excellence Training we strive to turn learning into earning! <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="Todd Liles, service excellence training, tech training, HVAC, plumbing, electrical, heating and air conditioning, CSR, independent contracting company, independent contractors" width="232" height="112" /> Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Derek Sivers: Leadership (Starting a Movement) http://www.serviceexcellencetraining.com/blog.php?id=581 http://www.serviceexcellencetraining.com/rss.php?id=581 We turn learning into earning Mon, 07 Nov 2011 13:15:00 -0600 This video clip from TED speaker, Derek Sivers, uses a humorous situation to explain strengths that a leaders must possess to get a team onboard with his or her idea.  Owners and managers of independent contracting companies in the industries of HVAC, plumbing, and electrical can appreciate the hard work and mental drive that it takes to cast a vision for their service team and effectively develop the concepts of their vision in order to create a team “buy-in.” Take a few minutes to enjoy this great example of leadership.   <iframe src="http://www.youtube.com/embed/05C0EYvAKfk" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Building Success: Systems and Processes http://www.serviceexcellencetraining.com/blog.php?id=582 http://www.serviceexcellencetraining.com/rss.php?id=582 We turn learning into earning Thu, 03 Nov 2011 13:08:00 -0500 <img style="float: left; margin: 7px;" title="Servie Excellence Training: Systems and Processes for Independent Contractors" src="http://www.serviceexcellencetraining.com/im_images/SystemsandProcesses.jpg" alt="Systems and processes for independent contractors in the industry of HVAC, electrical, plumbing. " width="120" height="121" />     It’s that time of year again! This is the best time to reflect on the previous business year and focus ahead on the upcoming year.  It’s the perfect time to put together your 2012 company budget as well as revisit, revamp, and revise your systems and processes.  There can be many changes in an independent contracting company over the course of a year and it is important for managers to achieve greater personal organization as well as effectively lead their team by achieving greater company organization.    In HVAC Spells Wealth, Ron Smith speaks about the importance of Systems and Processes.  In chapter 8 on page 287, Ron Smith writes: “Processes and Systems, more than any other contributing factor, bring order and structure to a company.  Nothing frustrates a coworker more than not knowing for sure what to do or how the company wants it done.”   Ron Smith goes on to say that nothing contributes more to the following 4 important aspects of an independent contracting company than processes and systems:   <ol> <li>“Higher profits”- In the industries of HVAC, plumbing, and electrical it is vitally important that technicians are properly trained on Key Performance Indicators within the company as well as the goals that they are expected to meet.  When they are properly trained and informed on what is expected of them they don’t have to worry about taking a “shot-in-the-dark” but rather they can spend more energy and effort improving their communication skills and service excellence. </li> <li>“Sustained orderly growth”- When service technicians, sales technicians, and customer service representatives have been properly trained on the investment options within their company and are informed of goals that have been carefully set by the management team; then efficient company growth can take place.  A business can quickly be thrown into chaos without plans and guidelines for a company to follow.  But when growth is controlled and orderly everyone in the company can move ahead with greater confidence and better understanding.    </li> <li>“Customer Satisfaction”- A company’s level of order and organization is obvious to customers.  Over the course of a call, a customer will deal with two or more employees for your service company and it is easy for them to tell whether or not everyone on your service team is on the “same page.”  When a customer feels that they have received polite, efficient, and streamline service from every branch of your company then it grows your company’s service excellence and customer satisfaction.</li> <li>“High coworker retention”- At the core of every person, we desire order and organization.  It is what makes us feel useful and productive.  The same is true inside a company.  Sales techs, service techs, CSRs, and managers want to feel that their job is purposeful and that their tasks are properly accomplished.  No employee ever wants to work in a chaotic company, thus giving order and guidelines allows employees to be more at ease and confident in what they need to achieve.  </li> </ol>   Ron Smith’s four important contributing factors to systems and processes are basic yet vital to the health and growth of an independent contracting company.  Revisiting your company’s systems and processes over these last few months of 2011 can create a much smoother transition into the new year as well as prepare your team for success.   If you would like advice while revamping your company’s systems and processes allow Service Excellence Training to provide expert guidance as well as offer organizational resources.  Thank you for following our weekly blog.  Here at Service Excellence Training we turn learning into earning! <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, S.E.T., Todd Liles, tech training, technician training, CSR training, sales, service, leads, retention, independent contractors, independent contracting companies, HVAC, plumbing, electrical" width="232" height="112" /> Source: HVAC Spells Wealth by Ron Smith -------------------------------------------------------------------------------------- Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Richard St. John: Success is a Continuous Journey http://www.serviceexcellencetraining.com/blog.php?id=583 http://www.serviceexcellencetraining.com/rss.php?id=583 We turn learning into earning Wed, 02 Nov 2011 14:21:00 -0500 When we get our sites fixated on success as an “end product,” we can easily lose our focus and forget the passion, hard work and determination behind the process of success.  From time to time, it is important for HVAC, plumbing, and electrical independent contracting companies to pause and reevaluate their plan for success to be certain that it is a replicable process that benefits clients, team members, and revolves around service excellence.  Enjoy a video clip from TED of Richard St. John sharing his personal experience of losing focus, getting back on the right path, and learning that success is a continuous journey.   <iframe src="http://www.youtube.com/embed/CgNx9Bgac1I" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Richard St. John: 8 Secrets to Success http://www.serviceexcellencetraining.com/blog.php?id=584 http://www.serviceexcellencetraining.com/rss.php?id=584 We turn learning into earning Wed, 02 Nov 2011 13:56:00 -0500 Success is a daily process that takes hard work, determination, and vision.  Technicians, CSRs, managers, and owners of independent contracting service companies in the industries of HVAC, plumbing, or electrical can vouch for the large amount of perseverance and drive that it takes to achieve service excellence and success on a daily basis.  All important areas of life require many of the same positive mentalities and outlooks in order to achieve success. Take a few minutes to enjoy this short yet encouraging video clip from TED of Richard St. John sharing his 8 secrets of success.    <iframe src="http://www.youtube.com/embed/Y6bbMQXQ180" height="300" width="350" frameborder="0"></iframe>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Success during the "Slow Season": Key 3 of 3 -"Involve CSRs in outbound calling." http://www.serviceexcellencetraining.com/blog.php?id=585 http://www.serviceexcellencetraining.com/rss.php?id=585 We turn learning into earning Tue, 01 Nov 2011 13:13:00 -0500 <img style="float: left; margin: 7px;" title="Success in the " src="http://www.serviceexcellencetraining.com/im_images/CSR.jpg" alt="service excellence training, service excellence, sales, leads, retention, Todd Liles, independent contracting, CSR, plumbing, electrical, HVAC, technician, tech, technician training, tech training" width="150" height="101" />   The milder seasons of the year tend to bring about slower business for those in the industry of HVAC, Electrical, and Plumbing.  But just because a majority of inbound calls are not “demand” doesn’t mean that your business cannot be successful and productive during the fall and spring.  Slower times call for company creativity and a renewed focus on the important foundations of service excellence.   This is the last week of our exploration of tips from Matt Stewart, Operations Manager at Advanced Comfort Systems, that aid independent contractors in maintaining success during the “slow season.”  Matt explained the third way he prepares his company for success during these slower times is to “Involve CSRs in outbound calling.” Here are a few ways outbound calling can effectively benefit your company:   <ul> <li>Steady outgoing message- Customer Service Representative outbound calling goes hand-in-hand with the idea of investing in lower cost marketing efforts from our blog, Success during the “Slow Season”: Key 2 of 3-Marketing (posted October 25, 2011).  Just as investing in marketing efforts such as door hangers, in which an employee from your company must purposefully place the marketing piece, the same is true of outbound calling.  A CSR must go into the archives of the company database and intentionally select the customers to call.  This type of purposeful yet low cost marketing can reap great rewards during the slow time through broadcasting your company message to your target market in a direct and personal manner.</li> <li>Information that creates a sense of urgency- When a CSR calls a customer to offer a limited-time special on a full system tune-up or some other type of promotion, it creates an opportunity for customer education.  Offering this type of limited-time maintenance promotion creates a sense of urgency in the subconscious of customers in two manners.  First, by simply informing the customer that a special is limited and not ongoing creates an immediate sense of urgency from a financial perspective.  Secondly, when a CSR has an opportunity to inform the customer of the importance of performing tune-ups twice a year and the positive benefits of following through with a maintenance plan, then the customer is faced with the immediate decision of what they will do with that information.  Will they ignore the facts or will they follow through and gain the highest system efficiency? Either way, “the ball is in their court” after the CSR has effectively handled objections and answered questions.</li> <li> Creates opportunities to get technicians in the door- CSR outbound calling can promote a steady outbound message and create a sense of urgency over the phone but the most important result of these calls doesn’t happen over the telephone.  Outbound calling has the potential to get technicians in the door, which is the biggest hurdle for service companies during slower business times. CSR outbound calls offering a limited-time special may be the best technique that an independent contracting company can implement to get technicians face-to-face with customers when demand calls aren’t coming in.  When the technician is inside the home and has an opportunity to prove the company’s high value of service excellence then it creates an “open door” for setting a lead, club, repair, replacement, add-on sale, or even a referral.</li> </ul>   Having a plan for employees in every branch of your service company is vital to the overall health of your business year-round.  CSR outbound calling is a great way for independent contracting companies to maintain contact with their clientele and create opportunities for service technicians or sales technicians to interact with customers face-to-face. If you want to reexamine certain areas in your company that may need a boost, allow Service Excellence Training to aid in the evaluation process. Thank you for following S.E.T.’s weekly blogs.  Here at Service Excellence Training we want to help you turn learning into earning! <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence training, S.E.T., Todd Liles, sales, leads, retention, service excellence, technician training, HVAC, electrical, plumbing" width="232" height="112" /> Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Apple creators evolve the Thermostat http://www.serviceexcellencetraining.com/blog.php?id=586 http://www.serviceexcellencetraining.com/rss.php?id=586 We turn learning into earning Thu, 27 Oct 2011 10:31:00 -0500 <img style="float: left; margin: 7px;" title="Nest Thermostat" src="http://www.serviceexcellencetraining.com/im_images/nest.jpg" alt="service excellence training, thermostat, HVAC, HVAC independent contractor, HVAC industry, HVAC training, residential HVAC, Todd Liles" width="175" height="117" />     The newest “must see” product connected to the HVAC industry just made its début this passed Tuesday night (October 25, 2011).  This amazing company is called Nest and their remarkable product—A thermostat.       Straightforward, easy-to-use, yet extremely complex at its core; this is a description of almost every electronic device that has an Apple logo and with its very close ties to the Apple world (Nest was founded by former Apple employees) the Nest thermostat is no different.  The thermostat has a sleek external look yet is internally programmed to “learn” temperature setting patterns and preferences of the user, as well as predict settings based on the outside temperature in the local area.  Now that’s great service!   Just as all products developed by Apple brainpower, there is great attention to detail.  The product is said to save energy as well as have a positive impact on the environment. There is even an “App” for the thermostat in which homeowners can control temperature settings from their smartphones while “on the go”.     Could this be the next great product investment for HVAC independent contractors? <iframe src="http://www.youtube.com/embed/QCJ1PnVlzIE" height="300" width="350" frameborder="0"></iframe> Source: Fast Company, October27, 2011, After Steve Jobs: What We Can Learn From The Nest Thermostat. <a href="http://www.fastcodesign.com/1665302/after-steve-jobs-what-we-can-learn-from-nest">http://www.fastcodesign.com/1665302/after-steve-jobs-what-we-can-learn-from-nest</a>   ------------------------------------------------------------------------------------------ <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="Service Excellence Training, Todd Liles, sales, leads, retention, HVAC tech, technician, HVAC technician, plumbing tech, plumbing technician, electrical tech, electrical technician, electrical, plumbing, HVAC, Heating and Air Conditioning, training, tech training, service tech training, service technician training, HVAC training, plumbing training, electrical training" width="232" height="112" /> Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Success during the "Slow Season": Key 2 of 3- Focus on some lower cost marketing and maintain the marketing you have in place. http://www.serviceexcellencetraining.com/blog.php?id=587 http://www.serviceexcellencetraining.com/rss.php?id=587 We turn learning into earning Tue, 25 Oct 2011 13:15:00 -0500 <img style="float: left; margin: 7px;" title="Success during the " src="http://www.serviceexcellencetraining.com/im_images/marketingpuzzle.jpg" alt="Service Excellence Training, Todd Liles, technician tech, csr, client service representatives, service tech, sales, tech, service technician, sales technician, service training, sales training, training, sales, leads, retention" width="200" height="200" />The milder seasons of the year tend to bring about slower business for those in the industry of HVAC, Electrical, and Plumbing.  But just because a majority of inbound calls are not “demand” doesn’t mean that your business cannot be successful and productive during the fall and spring.   Slower times call for company creativity and a renewed focus on the important foundations of service excellence.   This is the second week of our 3-week exploration of the keys to success during the “slow season” provided by Matt Stewart, a fellow independent contractor and Operations Manager at Advanced Comfort Systems.  Matt explains that the second way he prepares his company for success during these slower times is to “Focus on some lower cost marketing and maintain the marketing you have in place.”  Here are a few effective marketing tips:     <ul> <li>Boost your company website- Your website is a vital tool that can boost your company’s overall web presence.  It is important that customers can quickly and easily locate your business on Internet search engines.  One way to boost your company’s appearance on search engines is to create keywords and descriptions on the backend of the website.  These keywords should directly relate to your services and industry. They should also be used within your website content whenever possible.  It is important to keep your website professional, updated, easy-to-read, and easy to navigate.  Clearly indicating and updating limited-time specials and promotions as well as investing time in blogging on your company website can also be greatly beneficial.  Investing purposeful time boosting your company website is always an effective marketing technique but it can also give your company an extra “leg-up” during the slower times.</li> <li>Maintain a strong web presence on social media sites- Creating a company Facebook page or Twitter account will automatically boost your web presence on Internet search engines.  Devoting purposeful time updating your company’s social media pages goes hand-in-hand with boosting your company website; because these media tools allow you to endorse service promotions, limited-time specials as well as your company website directly.  Social media sites are also a great place to share a link to your company blog and give quick promotional messages simply by updating your status regularly.  While you still want to keep your company’s social media sites clean and professional, they can display more of the personal and intimate characteristics of your company and your message. Continue to maintain your web presence and social media presence no matter how slow business is because your customer base uses the web daily so it is vital to make an effort to go where your customers are located.</li> <li>Invest in lower cost marketing efforts- During the slower business times it can be tempting to forgo marketing maintenance but it is important to remember that marketing efforts can serve multiple purposes.  Investing in economical types of marketing such as door hangers can work to spread your company’s name and message in mass as well as keep your technicians busy and productive.  The beauty of marketing tools such as door hangers is that they, unlike mailers, require someone from your company to purposefully place them.  This marketing effort easily creates situations where it is very likely that a service technician or sales technician will meet a potential customer face-to-face.  In the slower times having direct and personal contact with potential customers is a big part of the battle. </li> </ul>   An independent contracting company should think of their website, social media sites, and economical marketing efforts as tools that have the potential for aiding their company in the short-run as well as the long-run.  Marketing efforts such as the ones above are important in the process of growing and maintaining a healthy company year-round.  If you want to reexamine certain areas in your company that may need a boost, allow Service Excellence Training to aid in the evaluation process and help guide you to effective resources.   Stay tuned for next week’s blog dedicated to Matt’s third piece of advice for achieving success during the “slow season.” Thank you for following S.E.T.’s weekly blogs.  Here at Service Excellence Training we want to help you turn learning into earning! <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning!" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="Service Excellence Training, Todd Liles, tech, technician, sales, leads, retention, service tech, service technician, sales tech, sales technician, training, service training, sales training, CSR, client service representatives" width="232" height="112" />   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Customer and Company Benefits of Scheduled Service Plans http://www.serviceexcellencetraining.com/blog.php?id=588 http://www.serviceexcellencetraining.com/rss.php?id=588 We turn learning into earning Thu, 20 Oct 2011 13:54:00 -0500 <img style="float: left; margin: 7px;" title="Customer and Company Benefits of Scheduled Service Plans" src="http://www.serviceexcellencetraining.com/im_images/handshake.jpg" alt="service excellence training, sales, leads, retention, technician, sales tech, sales technician, service tech, service technician, Todd Liles, sales, leads, retention, Annual Maintenance Programs, Energy saver agreements, routine maintenance, scheduled service plans, club memberships, sales training, service training, tech training, technician training, csr, independent contractors" width="140" height="140" />Last month, I had a routine Scheduled Service Call performed on my residential HVAC system.  Scheduled Service Programs may also be referred to as Annual Maintenance Programs, Club Memberships, or even Energy Saver Agreements.  But no matter the company verbiage, at the core, this type of service is a routine maintenance program.  The company that we use is the independent contracting business where my husband is a manager.  So in our household we get a dual perspective of Scheduled Service Plans.  I, as the customer, see the value of a Scheduled Service Program for the benefit of my family in regards to health, safety, and efficiency; and my husband sees the benefits of the Scheduled Service Program from the perspective of business growth and success.   The beauty of having the ability to see from these two perspectives is that it clearly demonstrates that Scheduled Service Plans work to the advantage of both the independent contracting company and their clients.  We’ll explore the benefits that Scheduled Service Plans bring to HVAC, Plumbing, and Electrical businesses as well as the benefits it brings to their clients.   Benefits for an Independent Contracting Company: -Keeps technicians busy during slower times- Performing Scheduled Service Calls during the fall and the spring of the year can be a great way to keep your team busy during these slower business times.  When the phones aren’t ringing with demand calls it is encouraging to be able to keep technicians busy by having a sturdy base of customers that need routine Scheduled Service Calls performed.  This sturdy customer base comes mostly from club membership sales. The benefit of these club memberships are reaped during slower business times when companies need to keep their team productive as well as find ways to get technicians face-to-face with customers. -Continues to build a relationship with current client base- While Scheduled Service Calls are a means to keep your team busy and focused, they are also a way to grow your company’s relationship with current clients.  When a company builds a long-term relationship with their clients it will result in strong customer retention.  Loyal clients that are pleased with their service company are also more likely to refer the company to family and friends; which in return, creates a brand new customer market for a company to dive into!   Benefits for Customers: -Proves the value of routine maintenance- When a service company makes a conscience effort to follow-up on their clients’ Scheduled Service Plans it proves that the company values routine maintenance.  Inconsistencies in a company’s message may arise if during a demand call a service tech or sales tech explains to a customer that regular maintenance is vital to the longevity and efficiency of the system but the company never makes an effort to set up a Scheduled Service Plan.  When a company purposefully follows up with clients on Scheduled Service Calls, it shows they “practice what they preach.” Scheduled Service Calls also allow for technicians to further explain the importance of maintenance and upkeep.  When a client understands that regular maintenance helps to increase system life expectancy and helps to lower utility payments then they can develop a greater value for routine maintenance. -Safety- The fall and the spring of the year are perfect times to perform Scheduled Service Calls because the change in weather means possible alterations to system hardware or product integrity (especially in regions of extreme heat or cold).  Scheduled Service Calls during these times of year are ideal in the HVAC industry because they are right before the heat or air conditioning turns on thus giving the technician a chance to inspect for safety concerns in the equipment (i.e. checking for cracks in the heat exchanger before it is used).  When a technician takes one-on-one time with a customer to inspect their system and products for safety hazards then it allows the customer to feel that they are in “good hands” and that they have made the best service company choice.   When a business knows that their service is beneficial to their clients as well as beneficial to their company, it makes the process of proving the value of their products much easier.  When a service team personally values their company’s services then they can better convey the message to customers.  Scheduled Service Plans are a great example of a mutually beneficial service.  If you need to tune-up your business’s Scheduled Service Plan then allow Service Excellence Training to give you a hand.  Thank you for following our weekly blogs because here at S.E.T. we turn learning into earning.    <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: we turn learning into earning" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="service excellence, tech training, technician training, service tech training, sales tech training, service technician training, sales technician training, HVAC sales training, plumbing sales training, electrical sales training, HVAC service training, plumbing service training, electrical service training, annual maintenance programs, club memberships, energy saver agreements, scheduled service programs, scheduled service programs, service call, sales call, independent contractor, routine maintenance program, retention, sales, leads, service excellence training, csr" width="232" height="112" /> Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Success during the "Slow Season": Key 1 of 3- Capitalize on every call http://www.serviceexcellencetraining.com/blog.php?id=590 http://www.serviceexcellencetraining.com/rss.php?id=590 We turn learning into earning Tue, 18 Oct 2011 13:12:00 -0500 <img style="float: left; margin: 7px;" title="Business Plans for the Slower Seasons are different that those in the " src="http://www.serviceexcellencetraining.com/im_images/Business_plan.jpg" alt="service excellence training, sales, service, technicians, tech, csr, retention, independent contractors, Todd Liles" width="130" height="102" />   The milder seasons of the year tend to bring about slower business for those in the industry of HVAC, Electrical, and Plumbing.  But just because a majority of inbound calls are not “demand” doesn’t mean that your business cannot be successful and productive during the fall and spring.   Slower business calls for company creativity and a renewed focus on the important foundations of service excellence.   For the next three weeks, we will individually explore the 3 tips to achieving success in the “slow season” given by Matt Stewart, a fellow independent contractor and Operations Manager at Advanced Comfort Systems.  When asked how he prepares his company for success during these slower times, he replied with his first tip: “It is important to capitalize on every call.”  Here are some keys to making every call count:   <ol> <li>Set Leads- Training service technicians to set leads is important for keeping a company busy, focused, and full of opportunities during the slower times.  When a service technician visits a customer’s house, and properly diagnoses any concerns, a tremendous amount of rapport is built in the company that traditional marketing is never able to replicate. When service technicians and sales technicians have the opportunity to speak face-to-face with a potential customer multiple times, the relationship between that customer and the company is strengthened and that creates greater opportunities for system replacement, add-ons, club memberships, and repairs.  Opportunities for steady work during the slower seasons are vital to a company’s strength and health.  Training technicians to effectively set leads can be a means for continual work and the potential for a customer investment in a larger ticket item. </li> <li>Focus on Add-on sales- It is important to focus first and foremost on a customer’s initial need; add-on sales should not be used to push an ‘agenda.’ If a customer feels that a technician does not care about meeting their most pressing need, it will automatically give the customer a negative first impression of the technician and the service company.  Instead, an add-on sale should be used to resolve a customer’s problem.   The technician’s job is to reveal the problem and then educate the customer on how a particular add-on item will resolve their issue.  A few of these beneficial add-on products include: Indoor Air Quality (IAQ) for HVAC, Water Quality products for Plumbing, or Surge Protection products for Electrical.  If a customer is not interested in a larger ticket item, add-on sales can be a great way to benefit the customer as well as boost opportunities and sales within the company.</li> <li>Give limited-time special and start contests to encourage sales- Slower business seasons are the best time to get company creativity flowing in every facet of the business.  Offering limited-time specials is a great way to create a sense of urgency in your current client base as well as in your potential client market.  Along with getting creative with sales specials it is also essential to get creative inside your physical business in order to encourage your team.  While it is important to remind your service and sales technicians of the numbers they are supposed to hit for the month; it is also important to generate ways that technicians can reach these marks by creating an atmosphere of friendly competition.  Giving technicians goals to reach with some incentives can be a clever way to boost revenue and sales as well as encourage technicians to continue working hard and smart during the slow times.</li> <li>Perform non-negotiables to the highest standard- The action steps that make up your company’s non-negotiables contribute to the consistency and professionalism of your company.  When a customer feels that their property, investment, and time is valued because they have been consistently greeted with happy, helpful, and respectful employees at every stage of their call; your company will be on its way to accomplishing service excellence at its best.  Companies can easily forget to ‘polish’ their non-negotiable action steps when they are in the sweltering heat of summer but when milder weather slows business it is the perfect time to revisit these non-negotiables in every branch of the company.  Having these action steps performed to the highest standard on every call makes your company memorable and desirable to customers. </li> </ol>   Slower business times allows for independent contracting companies to get creative in order to achieve success.  What works for the busy season of the year doesn’t always work as effectively during the slower times.  Success is possible at all times of the year but it is crucial to have a plan in place for every season that your company will face.  If you are in the midst of your “slow season” and want assistance formulating your company plan, let Service Excellence Training help in preparing your team for success!   Stay tuned for next week’s blog dedicated to Matt’s second piece of advice for achieving success during the “slow season.” Thank you for following S.E.T.’s weekly blogs.  Here at Service Excellence Training we want to help you turn learning into earning!      <img style="vertical-align: baseline; margin: 7px;" title="Service Excellence Training: We turn learning into earning" src="http://www.serviceexcellencetraining.com/im_images/SETlogo.jpg" alt="Service Excellence Training, Sales, Leads, Retention, independent contractors, HVAC, Air Conditioning, Heating, Plumbing, Electrical, Todd Liles" width="200" height="97" /> Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Non-Negotiables from the Customer's Perspective http://www.serviceexcellencetraining.com/blog.php?id=591 http://www.serviceexcellencetraining.com/rss.php?id=591 We turn learning into earning Thu, 13 Oct 2011 09:36:00 -0500 <img style="float: left; margin: 7px;" title="Acheiving service excellence through non-negotiable action steps." src="http://www.serviceexcellencetraining.com/im_images/1_Tech_greets_customer.jpg" alt="service excellence training, Todd Liles, sales, leads, retention, technician, CSRs, air conditioning, HVAC, electrical, plumbing, independent contractors" width="180" height="119" />No matter the season within the HVAC, Electrical, or Plumbing industry and no matter the reason for the customer call, independent contractors should never forget the key action steps that make up their company’s “non-negotiables.”  While these actions may seem like minor aspects in the big scheme of a business, it is vital to remember that the small things add up. Non-negotiables create consistency among your team, build value within your company, and greatly effect your overall service excellence.   The purpose of performing these non-negotiables can be seen when we begin to view our service from our customer’s perspective.  Within the service and sales industry it is vital to learn to see the world from others’ standpoints because at the end of the day the customer’s perspective is the only one that can lead to a sale.  But what service providers can control are the action steps taken to build and transform their customer’s perspective of their service, their company, and their product. When service technicians, sales technicians, CSRs, and managers perform their company’s non-negotiable action steps to the highest standard these are three major perspectives that their customers will have:   <ol> <li>“This company really respects me.”-  Many times the actions that prompt this client perspective are non-verbal in nature.  A technician who automatically puts on floor savers while standing on a clean company floor protection mat outside the front door of their customer’s house may not see this trained action as a very meaningful; but to the customer it demonstrates respect for their home and property.</li> <li>“Wow! This company really values my business.”- Demonstrating that your company values customers’ business starts long before the diagnostic presentation or sales presentation ever begins.  Simply focusing on the customer’s need at hand and not pushing your ‘agenda’ can show that you value their business as well as desire to meet their requests.  By carefully listening to the customer’s needs and then ensuring them that you are trained and capable of resolving their problem can give your customers security and confidence in you and your company.</li> <li>“I have never received such wonderful service!”- This perspective will most likely come after the customer has experienced all aspects of the call.  From speaking with a CSR, to having a service tech visit, to having a second opinion with a sales tech, and then down to installation and repairs made to their system.  Non-negotiables should be consistent and effective throughout all branches of the company. Achieving this customer perspective on a regular basis is service excellence at its finest!</li> </ol>   Laying out company non-neogiables should be of the highest priority to independent contractors.  Customer’s can build a positive view and perspective of a business when excellent service is provided consistently.  Non-negotiables are a means to creating this type of company consistency.  These non-negotiable action steps should be specific, purposeful, and feasible for every call.  At Service Excellence Training we want your company to achieve success in all facets of business.  If you want to build and strengthen your company’s non-negotiables let S.E.T. help transform your learning into earning!   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Success in the "Slow Season": 3 tips from a fellow contractor http://www.serviceexcellencetraining.com/blog.php?id=595 http://www.serviceexcellencetraining.com/rss.php?id=595 We turn learning into earning Tue, 11 Oct 2011 09:43:00 -0500 <img style="float: left; margin: 7px;" title="Great customer service is a balance between customer acquisition and customer preservation." src="http://www.serviceexcellencetraining.com/im_images/Customerservice2.jpg" alt="Service Excellence Training, Customer Acquisition, Customer Preservation, Sales, Leads, Retention, HVAC, Electrical, Plumbing, Todd Liles" width="120" height="119" />When the milder seasons begin to roll around, the slower side of business begins to rear its ugly head.  But there are several keys that can be performed prior to and during these “slow seasons” in order to secure success.     Matt Stewart, Operations Manager at Advanced Comfort Systems in Hickory, North Carolina, shared three tips he finds important to staying busy, prepared, and successful during these slower times:   <ol> <li>“It is important to capitalize on every call.”- No matter what a customer calls for, treat it as your lifeblood and do all you can to meet their need at hand.  If customers are not interested in larger investments find a lead-in to prove the importance of lower investment add-on sales such as Indoor Air Quality for HVAC, Water Quality products for Plumbing, or Surge Protection products for Electrical.   </li> <li>“Focus on some lower cost marketing and maintain the marketing you have in place.”- If you have set up social media sites or a company website continue to invest purposeful time updating your status, creating blogs, and sharing limited-time specials.  It is important to maintain your web presence no matter how slow business is because your customer base uses the web daily.  Make an effort to go where your customers are located.  Also invest in lower cost marketing efforts such as door hangers.  Utilizing this type of marketing will keep techs busy spreading your message as well as create situations where it is likely that a technician will meet a potential customer face-to-face. </li> <li>“Involve CSRs in outbound calling in order to get technicians in the customer’s door.”- When calls are not steadily coming in then make calls go out on a steady basis.  Calling customers that are in your company’s database to offer a limited-time special on a full system tune-up is a great way to make your customers feel taken care of as well keep your technicians busy and simply get them in the door.  Merely getting a technician inside a customer’s house and face-to-face with the customer is a large portion of the battle.  When the technician is inside the house and has an opportunity to prove your company’s high value of service excellence then it creates an “open door” for setting up a lead, club, repair, replacement, or add-on sale. </li> </ol>   The important aspect to remember is to do your careful preparation before the slower seasons begin.  When you have a well thought out plan for your company and for all members of your team the milder months will be less of a challenge.  If you want to have a business strategy in place for your company let Service Excellence Training work with you to set up the best game plan for your team.   If you found Matt’s three pieces of advice helpful and interesting, keep an eye out for individual blogs devoted to each of his specific points for the next three weeks.  Thank you for following our weekly blogs.  Here at Service Excellence Training we want to help you turning your learning into earning!   Author: Whitney Stewart   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Success in the "Slow Season": 3 tips from a fellow contractor http://www.serviceexcellencetraining.com/blog.php?id=596 http://www.serviceexcellencetraining.com/rss.php?id=596 We turn learning into earning Tue, 11 Oct 2011 09:43:00 -0500 <img style="float: left; margin: 7px;" title="Great customer service is a balance between customer acquisition and customer preservation." src="http://www.serviceexcellencetraining.com/im_images/Customerservice2.jpg" alt="Service Excellence Training, Customer Acquisition, Customer Preservation, Sales, Leads, Retention, HVAC, Electrical, Plumbing, Todd Liles" width="120" height="119" />When the milder seasons begin to roll around, the slower side of business begins to rear its ugly head.  But there are several keys that can be performed prior to and during these “slow seasons” in order to secure success.     Matt Stewart, Operations Manager at Advanced Comfort Systems in Hickory, North Carolina, shared three tips he finds important to staying busy, prepared, and successful during these slower times:   <ol> <li>“It is important to capitalize on every call.”- No matter what a customer calls for, treat it as your lifeblood and do all you can to meet their need at hand.  If customers are not interested in larger investments find a lead-in to prove the importance of lower investment add-on sales such as Indoor Air Quality for HVAC, Water Quality products for Plumbing, or Surge Protection products for Electrical.   </li> <li>“Focus on some lower cost marketing and maintain the marketing you have in place.”- If you have set up social media sites or a company website continue to invest purposeful time updating your status, creating blogs, and sharing limited-time specials.  It is important to maintain your web presence no matter how slow business is because your customer base uses the web daily.  Make an effort to go where your customers are located.  Also invest in lower cost marketing efforts such as door hangers.  Utilizing this type of marketing will keep techs busy spreading your message as well as create situations where it is likely that a technician will meet a potential customer face-to-face. </li> <li>“Involve CSRs in outbound calling in order to get technicians in the customer’s door.”- When calls are not steadily coming in then make calls go out on a steady basis.  Calling customers that are in your company’s database to offer a limited-time special on a full system tune-up is a great way to make your customers feel taken care of as well keep your technicians busy and simply get them in the door.  Merely getting a technician inside a customer’s house and face-to-face with the customer is a large portion of the battle.  When the technician is inside the house and has an opportunity to prove your company’s high value of service excellence then it creates an “open door” for setting up a lead, club, repair, replacement, or add-on sale. </li> </ol>   The important aspect to remember is to do your careful preparation before the slower seasons begin.  When you have a well thought out plan for your company and for all members of your team the milder months will be less of a challenge.  If you want to have a business strategy in place for your company let Service Excellence Training work with you to set up the best game plan for your team.   If you found Matt’s three pieces of advice helpful and interesting, keep an eye out for individual blogs devoted to each of his specific points for the next three weeks.  Thank you for following our weekly blogs.  Here at Service Excellence Training we want to help you turning your learning into earning!   Author: Whitney Stewart   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Success in the "Slow Season": 3 tips from a fellow contractor http://www.serviceexcellencetraining.com/blog.php?id=597 http://www.serviceexcellencetraining.com/rss.php?id=597 We turn learning into earning Tue, 11 Oct 2011 09:43:00 -0500 <img style="float: left; margin: 7px;" title="Great customer service is a balance between customer acquisition and customer preservation." src="http://www.serviceexcellencetraining.com/im_images/Customerservice2.jpg" alt="Service Excellence Training, Customer Acquisition, Customer Preservation, Sales, Leads, Retention, HVAC, Electrical, Plumbing, Todd Liles" width="120" height="119" />When the milder seasons begin to roll around, the slower side of business begins to rear its ugly head.  But there are several keys that can be performed prior to and during these “slow seasons” in order to secure success.     Matt Stewart, Operations Manager at Advanced Comfort Systems in Hickory, North Carolina, shared three tips he finds important to staying busy, prepared, and successful during these slower times:   <ol> <li>“It is important to capitalize on every call.”- No matter what a customer calls for, treat it as your lifeblood and do all you can to meet their need at hand.  If customers are not interested in larger investments find a lead-in to prove the importance of lower investment add-on sales such as Indoor Air Quality for HVAC, Water Quality products for Plumbing, or Surge Protection products for Electrical.   </li> <li>“Focus on some lower cost marketing and maintain the marketing you have in place.”- If you have set up social media sites or a company website continue to invest purposeful time updating your status, creating blogs, and sharing limited-time specials.  It is important to maintain your web presence no matter how slow business is because your customer base uses the web daily.  Make an effort to go where your customers are located.  Also invest in lower cost marketing efforts such as door hangers.  Utilizing this type of marketing will keep techs busy spreading your message as well as create situations where it is likely that a technician will meet a potential customer face-to-face. </li> <li>“Involve CSRs in outbound calling in order to get technicians in the customer’s door.”- When calls are not steadily coming in then make calls go out on a steady basis.  Calling customers that are in your company’s database to offer a limited-time special on a full system tune-up is a great way to make your customers feel taken care of as well keep your technicians busy and simply get them in the door.  Merely getting a technician inside a customer’s house and face-to-face with the customer is a large portion of the battle.  When the technician is inside the house and has an opportunity to prove your company’s high value of service excellence then it creates an “open door” for setting up a lead, club, repair, replacement, or add-on sale. </li> </ol>   The important aspect to remember is to do your careful preparation before the slower seasons begin.  When you have a well thought out plan for your company and for all members of your team the milder months will be less of a challenge.  If you want to have a business strategy in place for your company let Service Excellence Training work with you to set up the best game plan for your team.   If you found Matt’s three pieces of advice helpful and interesting, keep an eye out for individual blogs devoted to each of his specific points for the next three weeks.  Thank you for following our weekly blogs.  Here at Service Excellence Training we want to help you turning your learning into earning!   Author: Whitney Stewart   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” "Do What You Do So Well That They Will Want To See It Again and Bring Their Friends." - Walt Disney http://www.serviceexcellencetraining.com/blog.php?id=594 http://www.serviceexcellencetraining.com/rss.php?id=594 We turn learning into earning Mon, 03 Oct 2011 13:59:00 -0500 <img style="float: left; margin: 7px;" title="Customer Service: Parallels between Disney and Independent Contractors" src="http://www.serviceexcellencetraining.com/im_images/Disney.jpg" alt="Service Excellence Training, Todd Liles, Sales, Leads, Retention, Air Conditioning, Heating, Electrical, Plumbing, Roofing, Service Techs, CSR" width="200" height="222" />This past week, I was on a family vacation to Walt Disney World.  Ironically, the “Place Where Dreams Come True” has many similarities that can directly relate to independent contracting businesses.  I will start with an interesting parallel that every customer in need of service will initially face just as I did on my journey to Disney World—with a problem.  Unfortunately, while traveling to Florida we had a minor vehicle accident only twenty minutes away from our vacation destination and we were in need of help.  So I called our Disney resort and told them our predicament. They immediately transferred me to a manager who was able to not only find a cab service that would transport us to our Disney resort but the resort also completely refunded the cab charge to us! Now that is great customer service!  In the midst of my family’s frustration, Disney Service Providers seamlessly made a way for us to safely and affordably arrive at our Disney resort.  Clients contacting a business in the HVAC, Electrical, and Plumbing industry desire this same type of service; a service provider that can solve their problem, a service provider that has a plan to make the work affordable (affordability is more than the bottom line), and for the ultimate result (reaching the theme parks in Disney) to be a unique and great experience.    After thinking over my trip, there are 4 main areas of customer service in Disney World that would be worthwhile for those working in the industries of Heating and Air Conditioning, Electrical, and Plumbing to emulate:   <ol> <li>Accessibility to a broad client base- there is a wide range of visitors in Disney World.  In the course of a day, you will cross paths with people from every tier of the socioeconomic spectrum, while there are some that may be unable to visit Disney, there are very few that couldn’t afford some type of visit to the parks.  However, Disney also offers many experiences and products for minimal investments or free of charge such as movies and programs on the Disney Channel and products sold in the Disney Store that those that may not have the financial means to visit the parks can also enjoy.  This same accessibility should ring true in the independent contracting industries.  By offering a variety of packages, from a basic package all the way up to an ultimate package, a business can better meet the needs of a wide and diverse customer base.  There should be a means for those that can simply afford to get their system running all the way to individuals that want the best add-on products and an optimum system.  </li> <li>The ultimate goal is the same no matter the package- Regardless of the package that a customer chooses the ultimate result should always be the same.  When a family comes to Disney with a basic vacation package and they stay at economical lodging they will arrive in the same theme parks and ride the same rides that a family staying in the most luxurious resort with an ultimate vacation package will experience.  The same should be true in the independent contracting industry.  Whether a client has a basic package, an ultimate package, or a repair the end result should provide a solution to their problem.  No matter what the package, at the end of the visit the customer’s main reason for contacting your business should be effectively resolved and every customer should have received service excellence from everyone they have been in contact with from the business.  </li> <li>Employees have a “make it happen” attitude- All customers should feel that their investment in a product and in their service experience is unique and important.  It is obvious as soon as you enter the park that Disney employees have been trained on the topic of customer service.  Employees at Disney are called “Cast Members” thus exemplify that everyone plays an important part of the Disney “show.” Every time that we had a question or request a “Cast Member” was always persistent in trying to meet our need or answer our question.  This was most exemplified to me when our Disney resort made a way for us to call a cab after our accident and then refunded the cab fee in order to make sure that our first experience on our Disney trip was a positive one. This holds true in the HVAC, Electrical, and Plumbing industry as well.  Customers call a business because they have a problem. The client wants to hear ‘yes, I can help you,’ they don’t want to be met with more opposition or problems.  The first impact on a customer is the attitude of the service provider.</li> <li>Careful Attention to Detail- Clients notice the little things because they add up to be big things.  It was always easy to spot a Disney “Cast Member” just by the uniform they were wearing.  They didn’t just have a nametag but their uniform always matched the section of the park they worked in or the theme of the ride that they were working on.  Employees inside the parks seemed to never “break character”; if they were Cinderella, Pooh, or a spooky elevator operator on the Tower of Terror, then that was exactly what they displayed to the customers.  This same attention to detail was evident in every park, every ride, and every show.  It was obvious that Disney innovators wanted the customer to not only enjoy the ride but also savor the visual and aesthetic experience.  The summation of all these small details made my experience at Disney unparalleled to any other experience that I have ever had at a theme park.  When applying this to an independent contracting business the attention to detail is also extremely important. These details can be anything from using positive body language such as smiling and nodding your head when a customer makes a point to wearing floor protectors and making sure that your work area is spotless before you leave.  This type of service adds something extra to the customer’s experience.  Paying attention to these types of details will make the customer remember you and remember their experience in a positive manner.</li> </ol>   Visiting Walt Disney World is an experience that never gets old and is never forgotten; this should be the same opinion your clients have about working with your service company.  By providing your customers with the best service possible you can help create an experience that your customers will never forget and will then want to tell others about.  But crafting this experience all starts with the owner and managers’ attitudes which in turn affects the employees that have continual and direct contact with clients.  Do employees at your business view themselves as “Cast Members” that are important to creating the best “show” and experience possible for your clients? Is doing business with your company like visiting the Walt Disney World of the independent contracting world?   Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Selling Technicians or Comfort Advisors http://www.serviceexcellencetraining.com/blog.php?id=598 http://www.serviceexcellencetraining.com/rss.php?id=598 We turn learning into earning Wed, 28 Sep 2011 10:37:00 -0500 When it comes to your replacement sales force, you have three primary options:  1.  Use technicians only as your sales force. 2.  Use advisors only as your sales force. 3.  Use a combination of technicians and advisors. This debate is currently very heated, because there is a strong trend to move away from comfort advisors and use only technicians.  There are some obvious advantages to using techs as your sales force, but there are some obvious disadvantages as well. This blog is for your voice to be heard, so, list out your preference.  We are interested in knowing what you are finding to produces the best results, and why.     Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Sales Training: Hire a Winner http://www.serviceexcellencetraining.com/blog.php?id=600 http://www.serviceexcellencetraining.com/rss.php?id=600 We turn learning into earning Wed, 28 Sep 2011 10:06:00 -0500 Sales Training Qik Tip Hire a salesperson who has a history of earning your minimum commission mark.  If you need your salesperson to sell $1,000,000 at an average 7% commission, then look for a person who has a history of earning $70,000 per year. The need to maintain his current lifestyle will be a great motivator to hit his goals. For more Sales Training Tips, "Like" our <a title="Sales Training" href="http://www.facebook.com/#!/pages/Service-Excellence-Training-LLC/117918694921175">Facebook</a> page     Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Sales Training: Discover the Budget http://www.serviceexcellencetraining.com/blog.php?id=601 http://www.serviceexcellencetraining.com/rss.php?id=601 We turn learning into earning Wed, 28 Sep 2011 10:06:00 -0500 Sales Training Qik Tip Discover the budget.  Your client has a budget in mind when you walk in the door.  Her perception on what your product should "cost" is either based off research, or she is taking a guess.  In the beginning of your presentation, if you discover what she believes the system will cost, and why she believes what she believes, you will know how much value ground you have to cover. For more Sales Training Tips, "Like" our <a title="Sales Training" href="http://www.facebook.com/#!/pages/Service-Excellence-Training-LLC/117918694921175">Facebook</a> page.   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Sales Training: Get the Time Commitment http://www.serviceexcellencetraining.com/blog.php?id=603 http://www.serviceexcellencetraining.com/rss.php?id=603 We turn learning into earning Wed, 28 Sep 2011 10:05:00 -0500 Sales Training Qik Tip  Get the time commitment.  A time commitment is a must when it comes to replacement sales.  If your average presentation takes 90 minutes, and the homeowner only has 30 minutes, then you will not be able to deliver your presentation properly.  Establish the time frame and get a commitment using this example: "Betty, to perform my evaluation properly will require somewhere between 60 to 90 minutes.  Are you okay for time today?"  (Yes)  "So, you don't have any pressing time constraints?"  (I need to get the kids in about 2 hours.) "Okay, Thanks." Asking the follow-up question will let you know if the homeowner only has 90 minutes, or if you have the time to go longer if needed. For more tips, follow us on <a title="Sales Training Qik Tip" href="http://www.facebook.com/pages/Service-Excellence-Training-LLC/117918694921175">Facebook</a>     Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Ice Breaker: Too Funny http://www.serviceexcellencetraining.com/blog.php?id=604 http://www.serviceexcellencetraining.com/rss.php?id=604 We turn learning into earning Wed, 28 Sep 2011 10:04:00 -0500 Role-playing is a critical part of every training plan.  Most employee's need a little help on the how to's and the not to's. Here is a shining example of just that.  Enjoy! <a href="http://www.nbc.com/The_Office/video/customer-survey/817102/">http://www.nbc.com/The_Office/video/customer-survey/817102/</a>     Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Being a Teacher http://www.serviceexcellencetraining.com/blog.php?id=605 http://www.serviceexcellencetraining.com/rss.php?id=605 We turn learning into earning Wed, 28 Sep 2011 10:03:00 -0500 At my core, I'm a teacher.  I love students of all ages and trades.  My profession has given me many great gifts.  The greatest gift is the one that allows me to make a difference in the lives of my family, friends, students.  Here is a great video that speaks to the blessing of teachers. <iframe src="http://www.youtube.com/embed/fuBmSbiVXo0" height="300" width="350" frameborder="0"></iframe> Please share with all.   Todd Liles                       facebook  <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a> Whitney Stewart               facebook  <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a> Service Excellence Training facebook <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Facebook Firings http://www.serviceexcellencetraining.com/blog.php?id=606 http://www.serviceexcellencetraining.com/rss.php?id=606 We turn learning into earning Wed, 28 Sep 2011 10:03:00 -0500 <div> <div>Facebook has been the cause of some recent legal disputes between employees and employers. The primary cause of these working woes has to do with the ability of either party to quickly alert their "friends" of their opinions of each other; and if these opinions are damaging. The courts have actually ruled on both sides, depending on the circumstance. The rule here is basically simple. Don't be stupid. Don't say something on Facebook that you wouldn't say to someone's lawyer.</div> <div>Interested in reading an in-depth article on the subject?  Read: <a title="Facebook Firings - The Good, The Bad, and The Really Ugly" href="http://www.serviceexcellencetraining.com/fm_files/Facebook_Firings_--_the_Good_the_Bad_and_the_Really_Ugly.pdf">Facebook Firings - The Good, The Bad, The Really Ugly</a></div> <div>Todd Liles              facebook  <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a></div> <div>Whitney Stewart     facebook  <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a></div> <div>Service Excellence Training facebook <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a></div> <div>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” </div> </div> Sales Training: Show Your Paperwork Early http://www.serviceexcellencetraining.com/blog.php?id=608 http://www.serviceexcellencetraining.com/rss.php?id=608 We turn learning into earning Wed, 28 Sep 2011 10:02:00 -0500 Sales Training Qik Tip: Show your paperwork early. The paperwork is where the agreement is made final. Your clients are naturally intimidated by official looking forms and documents with names like "Contracts." To help eliminate the homeowners' fears try the following: 1. Introduce the paperwork early. Let them know you use it to take important notes, and to document their wants and needs. 2. Change the name of your "CONTRACT" to "PROPOSAL" or "AGREEMENT." "Contract" just sounds so legal and scary! Look for more great tips that are taken from the mind of Todd Liles and Service Excellence Training. Also, keep an eye out for our classroom training sales program: The Guide to Super Sales!  Todd Liles facebook <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>  Whitney Stewart facebook <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>  Service Excellence Training facebook <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” A wife's perspective on business http://www.serviceexcellencetraining.com/blog.php?id=610 http://www.serviceexcellencetraining.com/rss.php?id=610 We turn learning into earning Wed, 28 Sep 2011 10:01:00 -0500 <img style="float: left; margin: 7px;" title="Service Excellence Training: Find balance in your life and success in your business" src="http://www.serviceexcellencetraining.com/im_images/direction.jpg" alt="Service Excellence Training, Sales, Service, Sales Techs, Service Techs, CSR, Salesmen, Todd Liles, S.E.T., Leads, Retention" width="225" height="99" />I remember telling my husband several years ago that when we got married, I didn’t want to be part of his business and I didn’t want to deal with small businesses on a daily basis because “business was not my thing.”  Thinking back on this I have to laugh! Isn’t it funny how we sometimes eat our own words?  Now, not only am I married to a business manager but I’m also working with Service Excellence Training, a company that trains my husband’s business as well as other businesses all over North America!   So what about my mentality changed over the course of a few years? Firstly, I’ve realized the vital importance of strong, healthy businesses in America.  Todd helped me understand this when I talked to him for the first time on the phone about a possible job opportunity.  He asked me about my potential future plans and about my studies in college.  I told him that I had majored in Exercise and Sport Science and that my original goal was to go back to school to work in an area of wellness rehabilitation. Then Todd said something profound and it went something like this; “Whitney, what I do can relate to rehabilitation in the human body.  If we don’t take care of our bodies we will become sick, weak, and die; the same is true for the inside of a business.  By training, we are helping businesses grow in a healthy and beneficial manner.”    Secondly, I now see that business owners and managers have a type of reputable commitment and fervent passion unlike many other people in the world of work (greater risks and greater rewards).  I’ve seen my husband work extremely inconvenient hours in very uncomfortable environments without so much as a negative comment leave his lips.  When I ask him how he does it, he always responds; “Whitney, your attitude affects your altitude.”        While I have a better understanding of the importance of healthy businesses I’m now beginning to learn how to manage the stresses that come along with being immersed in business 24/7.  I’ve learned quickly that owning your own business is no “8 to 5 job” but it is a lifestyle and a daily investment.  These are a few techniques and skills that have helped me thus far:     -Knowing when to “turn-it-off” and rejuvenate-- There is a difference between working hard and burning out (although this line can sometimes be fuzzy).  I’ve learned that taking some time to refresh and relax your mind and body is important to stress management.   -Make the most of whatever amount of time you spend with your family-- This is where quality of time versus quantity of time comes into play.  I’ve found that business owners and managers have very limited time and making the most of the time available rather than complaining about time that is seemingly unavailable is the most beneficial for everyone.   -Find a hobby- Participating in a consistent hobby keeps me focused and active outside of work.  I’ve always loved to swim but I just recently picked it back up. I’ve even set personal distance goals for myself.  Having a hobby has allowed me to see a greater dimension to my life and it works as an escape to deal with stress and take out frustrations in a healthy manner.   -Know when to laugh- Laughter is a natural stress reliever because it automatically lowers your blood pressure. I’ve found that staying focused to accomplish tasks at hand is an important skill but learning when to laugh is also essential. I’ve even had to learn to laugh at mistakes I’ve made so I can go through the process of learning from them.  When you take yourself so seriously all the time you tend to become frustrated and bitter because of mistakes you’ve made; but when you learn to accept that you’re only human, you become a more malleable and teachable student.  When it comes to life, we are all students!   Another great concept that business immersion has taught me is that “students” (anyone willing and ready to learn) need teachers. Without expert guidance, direction, and training even the most excited student can quickly lose enthusiasm or their inspiration for learning can be diverted in the wrong direction.  This is where Service Excellence Training can help.  We offer training classes for Sales Technicians, Service Technicians, Client Service Representatives, and Management teams.  The lesson material works to explain important concepts and skills that will increase the sales, leads, and retention for every company as well as encourage unparalleled service excellence skills.    Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>      Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.”  Customer Service is the Key! http://www.serviceexcellencetraining.com/blog.php?id=611 http://www.serviceexcellencetraining.com/rss.php?id=611 We turn learning into earning Wed, 28 Sep 2011 07:18:00 -0500 <img style="margin: 7px;" title="The Monitor's 2011 Readers' Choice Award" src="http://www.serviceexcellencetraining.com/im_images/alamo.jpg" alt="S.E.T., Service Excellence Training, Todd Liles, Sales, Leads, Retention, Customer Service, Service Excellence, CSR, Field Employee" width="250" height="98" /> CONGRATULATIONS to Hess Air Inc. in Alamo, Texas for winning The Monitor’s 2011 Readers Choice Award!   I had the pleasure of sitting down with the General Manager, Kimberly Hess from Hess Air Inc., after they had received The 2011 Reader’s Choice Award from the Alamo’s local newspaper, The Monitor. The Reader’s Choice Award is given to the business with the most votes in its category.  When I asked her what skills within their company she would credit to winning this award, she boldly responded “first and foremost, customer satisfaction and our great employees.” Luis and Rosemary Hess are the owners of the Hess Air Inc. and Kimberly voiced with confidence that, “their [Luis and Rosemary’s] dedication to the company and their strong belief in customer service is why our company is where it is today.”   The idea of customer satisfaction and service excellence has begun to take shape and definition for me over the last few years.  I’ve started to see that customer service does not simply stem from the goal of selling a specific product but rather it results from a mentality of evaluation, preparation, and achievement. Here are the three basic aspects I’ve learned about customer service:   First, there must be an evaluation of our own beliefs.  If we don’t believe in something that we are implementing into our business it is very likely that we will not be able to convey its importance to a customer because we yourselves don’t even “buy into it.” Customers want to feel our enthusiasm and excitement about our products but they won’t believe in our products until the business affiliates believe in them first.    Secondly, we must actively evaluate our community by taking an assessment of potential clientele, a consideration of the target market, and an appraisal of the target locale.  At this point, you have to see the importance in active community involvement.  Along with this comes the ability to talk with clients about the community because what better connection between a contractor and a client then community news.    Lastly, we must pass on what we’ve learned from past experiences to clients as well as to employees and other contractors.  This last aspect of the customer satisfaction process will most likely come into play after we have evaluated the course, prepared ourselves for success, and then achieved a goal (E.P.A.).  Customers like to hear about our experiences and what we have learned.  They appreciate our “nuggets of knowledge” and see them as useful insight.  Passing on advice adds to the customer’s trust and confidence in our company, our product, and us.    Just to put these three ideas into a smaller perspective, my first real encounter with the importance of customer service was when I worked at Bath and Body Works in my local mall several years ago.  I learned very quickly that customers loved a smiling face to greet them at the door (enthusiasm and purpose), they liked to talk about themselves (learning about target market and locale), and they liked my suggestions on fragrances (desire to know what I’ve learned).  This small little glimpse into one end of the customer service industry was enough to give me a better understanding of what customers want.  Although the investments are obviously much larger in the HVAC, electrical, and plumbing industries; the desires of the customer is almost identical.     It is this positive message and display of service excellence that has allowed Hess Air Inc. to win over the Rio Grande Valley community.  They have an excitement for providing their services to their local community.  When I congratulated Kimberly she said with enthusiasm and a big smile, “Thank you! We are so excited! It is an honor to win this award in such an unbiased competition and it is encouraging to see that our message is getting out to our community.”  But this is not the first time that Hess Air Inc. has been highlighted in their local area for their excellent customer satisfaction, they have won The Monitor’s Reader’s Choice Award several times. That tells you something about the effective consistency in their message, successful delivery of great service, steady addition of new clients and stable retention of old clientele.     Along with their enthusiasm and belief in their company and in strong customer service, Hess Air has also seen their target market’s needs and made a way to meet those needs. Every local area likes to be recognized for their unique qualities.  There can’t be a cut-and-dry formula that will fit-the-mold for every community in the United States.  With the hot, dry, intense heat in Texas no one would want to be without air conditioning for any amount of time.  This is an area that Hess Air has capitalized on. They have seen their community’s need for convenient and accessible service hours so they have met this need by offering 24 hours a day and 7 days a week service.  By doing this, they have ensured that their specific target market has the ability to always be taken care of and always comfortable.       Hess Air Inc. has been in business for 36 years and they have a great deal of knowledge and advice that can be passed on to clients, their own employees, and even other contractors that need encouragement from a successful business.  Kimberly offered wise words of encouragement as she explained that customers have been hit hard enough with uncertainty and confusion during this harsh economic time but it is reassuring to do business with a company that encourages unparalleled customer satisfaction.  Kimberly said a major key to their company’s service excellence is remembering that, “it is so important to do what is expected of you and more.”  It’s this kind of dependability and dedication to clients that makes a company standout and stand strong.  Kimberly also encourages other contractors in the HVAC industry, and other related industries, to train their employees and to continue the training process.  She stated, “S.E.T. (Service Excellence Training ) has been wonderful for us, I would encourage other businesses to train their employees in customer service and satisfaction in the manner that Todd Liles teaches.”     While my three points of customer service are very basic, I still believe they ring tried and true in whatever industry they are used.  If you want to increase your company’s customer satisfaction skills let Service Excellence Training help you.  We fully believe in the importance of customer satisfaction and we want to help train your company in areas that will make your business successful and profitable.  It is uplifting to see businesses grow and thrive even in the midst of adversity and it is inspiring to see businesses that create their foundation on service excellence.      I want to thank Kimberly Hess for taking time out of her busy day to meet with me.  As well as give a big ‘Thank You’ to Hess Air Inc. for being a dedicated client to Service Excellence Training and for providing your local clients with true service excellence!   Writer: Whitney Stewart     Hess Air Inc.: <a href="http://www.hessair.com/">http://www.hessair.com/</a>    The Monitor: <a href="http://themonitor.upickem.net/engine/Welcome.aspx?contestid=35003">http://themonitor.upickem.net/engine/Welcome.aspx?contestid=35003</a>        Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Recruiting and Quitting http://www.serviceexcellencetraining.com/blog.php?id=612 http://www.serviceexcellencetraining.com/rss.php?id=612 We turn learning into earning Wed, 28 Sep 2011 07:17:00 -0500 Recruiting and Quitting Do you recruit to replace quitters, or recruit to build winners?  In order to recruit winners, you need to go after those who are winning. “It took me too many years to finally realize that if I need to hire an experienced person for a particular position I need to recruit the very best person available.” - Ron Smith, HVAC Spells Wealth. <img style="margin: 7px; float: right;" title="Recruiting and Quitting" src="http://www.serviceexcellencetraining.com/im_images/Winners_and_Losers.jpg" alt="Recruiting, HVAC, Electrical, Plumbing, Roofing, Technicians" width="109" height="106" />This by its very definition means that you will be recruiting people who are already achieving at other companies. If you don’t do this, then you are recruiting an inexperienced person. There are times that hiring new to the industry people will serve you well, such as with a salesperson or an apprentice. If you are looking for a master plumber or technician, then you must recruit the best. “If you recruit mediocre people you can expect mediocre results” - Ron Smith Most companies use recruiting the same way that an emergency technician uses bandages. If something is hurting, or bleeding, then you recruit. The problem with this method is that it causes really bad hiring decisions, and it only treats an instant need. The end result is almost always a greater headache. “I remember many times lying in bed in the middle of the night agonizing over a non performing coworker while he or she was probably sleeping like a rock. Those sleepless nights were usually the result of hasty hiring decisions or of not recruiting properly.” — Ron Smith In my personal experience, I have found that anyone will quit their job at any point in time. The high performers and the low performers are equal opportunity quitters. If you have a team full of high performers, and a stable of potential high performers ready to come on board, then you can lose an employee without bleeding out. If you have not been recruiting, then you will find yourself in a very bad positing. “Nearly all companies only think of recruiting when they have a need.” “If you as owners and leaders will adopt an every-day-of-the-year recruiting mentality you’ll make your company a shining exception to the industry practice.” - Ron Smith As mentioned; if you have been recruiting, then you will always be in a good position if a high performer quits. Now with that being said, there are times that have a heightened likelihood of potential employee loss. Here is a short list that I have accumulated over time. The Top 7 Signs of an Employee at Risk for Quitting 1. After great emotional distress, such as divorce or family loss. 2. After a leader in the company quits. This can be a technician, or a manager. If you do not have a non-compete / non-solicit in place with your employees and managers, then put one in place. You may not be able to enforce the non-compete with your techs, but you should be able to enforce the non-solicit to include clients and employees. 3. After a “meeting” where an employee was embarrassed in front of his peers. 4. After the promotion of one employee over another in a position they both wanted. 5. After there is a dispute over money. 6. When you go on vacation. 7. When an employee starts saying to you: “My old boss called me the other day.” Todd Liles facebook <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a> Whitney Stewart facebook <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a> Service Excellence Training facebook <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Internet Killed the Radio Ad: aka Social Media and Your Business: aka 5 Facebook Strategies http://www.serviceexcellencetraining.com/blog.php?id=613 http://www.serviceexcellencetraining.com/rss.php?id=613 We turn learning into earning Wed, 28 Sep 2011 07:17:00 -0500 <img style="float: left; margin: 7px;" title="Internet killed the Ad- Social Media and Your Business. " src="http://www.serviceexcellencetraining.com/im_images/Ad_Killer1_copy.png" alt="S.E.T., Todd Liles, Service, Sales, CSRs, Sales techs, service techs, electrical, plumbing, Air conditioning" width="250" height="313" />Whether you view yourself as “technologically savvy” or “technologically challenged,” social media outlets, such as Facebook and Twitter, do not have an “off” button.  They are ever changing and growing.  People are constantly connecting and voicing their opinions.  Steven Colbert (political satirist and comedian) jokingly said, “Thanks to Social Media, everyone I meet is in my life forever whether I want them to be or not.”  While this quote is comical, it still has some great truth to it.  Many Social Media users do not hold back their thoughts and opinions on these sites so you want your Business’ Social Media presence to be positive and powerful.  In this day and age, it would be unwise to forgo properly utilizing these marketing and media resources that have the potential to get your business’ name and message out to your target market.   We live in an “attention-based” society in which the messages, ideas, products, media, and individuals that capture the most attention are usually the items that the public will explore and investigate.  If you have created a Business Facebook Fanpage it is important to keep your page fresh, navigable, and to-the-point.  Here are 5 simple yet effective ways to utilize your Business’ Facebook Fanpage:     #1 –Effectively use the “about” box and the “info” tab on your page.  These two sections of your Business’ Facebook page are important to gaining access to the greater World Wide Web.  The “about” box is an area of your page that is accessible to other search engines; meaning that the more specific you can be about what your business then the greater the chance that your Business Fanpage will be pulled up for related searches.  Along with this, the “info” tab will allow you to give even more detail and information about your business, such as related websites and profiles.  In the same manner as the “about” box, the more thorough the information on your profile, the more likely your page will be accessible in related web searches.   #2 - Create an exciting Welcome Video. Today, people want as much information in as little time as possible so posting a quick, informative video to the landing page of your Facebook Business page will allow visitors to quickly obtain what your business is all about, why they should be compelled to ‘like’ your page, and how your business page can be used.   #3- Link your Facebook Page to Twitter. By connecting your Facebook Business page to Twitter your posts from Facebook will automatically link to your Twitter account.  If your Facebook post goes over the 420-character limit on Twitter it will create a link back to your Business’ Facebook Fanpage. Along with connecting your Facebook posts to Twitter, you can also link pictures, notes, links, and events from your Facebook Business Fanpage.  By having these two Social Media areas connected, it can greatly increase your Social Media traffic.   #4 - Use the “Share” Button on your Facebook Business Fanpage.  By using the “Share” button on the bottom left of your Fanpage you can share comments, news, or special promotions from your Business Fanpage to your own personal Facebook profile thus allowing your friends to click on your Business Fanpage link and make a visit.  You can also share important links and blogs by using this “share” tool, which also allows you to boost your Business’ Website traffic.  Some marketers see the “share” button as a more effective way to recruit fans rather than sending a friend suggestion from your Business Fanpage.  It allows those who are truly interested and who will be active fans of your page to join your Business Fanpage network.   #5 - Create a Facebook Place Page. Creating a Facebook Place page is similar to having another Fanpage and it is useful for businesses that have a physical location. You can search for your business location on facebook.com or you can create a new place if your business is not already there. You can claim your business and answer questions to verify your ownership. Once you’ve completed this process you can link your Business’ place page to your Facebook Business Fanpage.  This is one great way to give your target market easy, user-friendly information about your business.       Sources: Small Business Trends- 5 Quick Ways to Improve your Facebook SEO by Lisa Barone  (<a href="http://smallbiztrends.com/2010/03/5-quick-ways-to-improve-your-facebook-seo.html">http://smallbiztrends.com/2010/03/5-quick-ways-to-improve-your-facebook-seo.html</a>)   21 Creative Ways to Increase your Facebook Fan Base by Mari Smith- <a href="http://www.socialmediaexaminer.com/21-creative-ways-to-increase-your-facebook-fanbase/">http://www.socialmediaexaminer.com/21-creative-ways-to-increase-your-facebook-fanbase/</a> All Facebook: How to Use Facebook Places for Your Business <a href="http://www.allfacebook.com/facebook-places-business-2010-08">http://www.allfacebook.com/facebook-places-business-2010-08</a>     Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Sales Training: Client Defense Mechanisms http://www.serviceexcellencetraining.com/blog.php?id=614 http://www.serviceexcellencetraining.com/rss.php?id=614 We turn learning into earning Wed, 28 Sep 2011 07:17:00 -0500 Sales Training Tip:  Recognize Client Defense Mechanisms “I’m not buying anything today, so don’t ask!”  This was an objection that Robert, one of my tech trainees, told me he faced the other day.  Todd:             “Well Robert.  Did you ask him for the order?” Robert:            “No.” Todd:              “Why not?” Robert:            “He said not to!” <img style="float: left; margin: 8px;" title="Sales Training: Client Defense Mechanisms. Service Excellence Training" src="http://www.serviceexcellencetraining.com/im_images/Hawk_Catepillar.jpg" alt="The Hawk Caterpillar. Example of a Client Defense Mechanism. Service Excellence Training." width="100" height="75" />Learn the lesson of the Hawk Caterpillar.  The Hawk Caterpillar manipulates his body into the shape of a snake.  This camouflage helps protect him from being eaten by birds and other prey.  The reality is that he is still a caterpillar no matter how much he tries to look like a snake.  And your customer is still a customer no matter how much he is trying to look like a “price shopper.”  Objections like “I’m getting 3 bids,” “Don’t ask me to buy today,” and “I’m just shopping around” may very well be his defense mechanism.  The rule of thumb here is simple:  Go ahead and ask for the business.  Even if he says “no” he isn’t going to bite. Todd Liles Facebook <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a> Whitney Stewart Facebook <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a> Service Excellence Training Facebook <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Social Media: Are you embracing the possibilities? http://www.serviceexcellencetraining.com/blog.php?id=615 http://www.serviceexcellencetraining.com/rss.php?id=615 We turn learning into earning Wed, 28 Sep 2011 07:16:00 -0500 <img style="float: left; margin: 7px;" title="Social Media: Are you embracing the Possibilities?" src="http://www.serviceexcellencetraining.com/im_images/blog2.png" alt="Service Excellence Training, Sales, CSR, Todd Liles, Leads, Retention, Electrician, HVAC, Air conditioning, heating, plumbing, roofing" width="300" height="210" />Social networking and social media can be seen as threating to many people. Threating because of the fear of the unknown but Jacob Morgan from Chess Media Group put these fears into perspective when he posed these two questions:   “If I told you that many of your customers and prospects interacted and communicated in the social space would you invest in having a presence there?”   “What if I told you that you would never know you made a single direct dollar off of any of those customers and prospects in the social space, but you knew that they were still there, would you still invest?”   It’s as if we are being told a majority of potential customers are at point X but we have the choice to go to them or stay right where we are.  In either scenario, there is no promise of attracting customers; but isn’t it part of true Service Excellence to make your services available and accessible to potential clientele?  People are using technology, the Internet, and all outlets of social media on a heavy and continual basis so to put it into a different perspective, doesn’t it make more sense to go to a “busy highway” to put up your “billboard” rather than a “dusty backroad”? Social media can be a costless resource for businesses but the only thing that it does require in order to be a benefit is time.     According to the 3rd annual Social Media Marketing Industry Report, there are some figures to go along with this “social media craze”: -72% of those who responded claimed that their use of social media sites have increased their web traffic. -62% said it improved their placement on web search engines. -48% said they had better sales. -Individuals that responded were two times as likely to increase their leads using social media networks.   A scholar from Simon Fraser University in Canada boldly calculates that social media may even become larger in effect than the industrial revolution in terms of its impact on society!  Wow! It is undeniable that social media outlets are growing and developing everyday. It is important for businesses to jump in and increase their strength and stamina through spending time, effort, and thought on their social media activity as well as their overall web presence.   Author: Whitney Stewart Sources: Practical Reasons Why Businesses Need Social Media <a href="http://socialmediatoday.com/austenm/288998/practical-reasons-why-businesses-need-social-media">http://socialmediatoday.com/austenm/288998/practical-reasons-why-businesses-need-social-media</a>   2011 Social Media Marketing Industry Report by Michael Stelzner <a href="http://www.socialmediaexaminer.com/social-media-marketing-industry-report-2011/">http://www.socialmediaexaminer.com/social-media-marketing-industry-report-2011/</a>   Cartoon Picture taken from The Importance of using Blogs in Business: <a href="http://blog.nexuslab.com/2011/04/05/the-importance-of-using-blogs-in-business/">http://blog.nexuslab.com/2011/04/05/the-importance-of-using-blogs-in-business/</a>     Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” About Todd Liles http://www.serviceexcellencetraining.com/blog.php?id=616 http://www.serviceexcellencetraining.com/rss.php?id=616 We turn learning into earning Wed, 28 Sep 2011 07:13:00 -0500 <img style="float: left; margin-left: 7px; margin-right: 7px;" title="Todd Liles" src="http://set.aotest3.com/im_images/Todd.jpg" alt="Todd Liles, Service Excellence Training, Success Academy, Louisiana Tech University" width="75" height="79" />Todd Liles serves as Owner and Business Coach at Service Excellence Training. As a business consultant to residential home-services companies throughout the United States and Canada, Todd honed his sales skills and knowledge of the home-service industry during his achievement-marked tenure at one of the nation’s leading home services organizations.  During his years in high school and college, Todd worked in home construction with Mayfield Construction in southern Mississippi. He then went on to work for Service 1st Inc a heating and air-conditioning company in Louisiana, where he began as a service technician and earned an array of certifications and licenses (including Solidyne Digital Controls, Carlisle, Danfoss, Leibert certifications and more). He later managed sales and marketing for the company, doubling the business revenue and profits.  After Service 1st Inc, Todd worked as a Trainer for Clockwork Home Services’ Success Academy, where he was later promoted to Training Director. During his tenure, Todd doubled the business revenue and trained thousands of technicians, salespeople, CSRs/dispatchers and managers in the home-services industry.   Todd later went on to co-found Drain and Air Rescue, where he grew the business to a $3 million run rate in less than three years—from scratch. These positions and experiences allow Todd to understand the challenges faced in the field, as well as those experienced by business owners. His experiences are the foundation of Todd’s strategic planning, sales and motivational training for home-services industry. As a graduate of Louisiana Tech University, Todd now resides in Kyle, Texas, with his wife of 10 years and his new baby girl Willa. Living an Organized Life http://www.serviceexcellencetraining.com/blog.php?id=617 http://www.serviceexcellencetraining.com/rss.php?id=617 We turn learning into earning Wed, 28 Sep 2011 07:05:00 -0500 When life gets busy or if we are faced with new situations we can sometimes forget to accomplish “the basics.”  I’m now in the middle of accomplishing “the basic” of organization.  It sounds simple enough but it can be challenging and time consuming.  Yet when we take time to cover “the basic” of organization, we save ourselves time and headaches in the long run.  Organization takes more time on the frontend than on the backend.  If we discipline ourselves to organize before we have a load of items on our desk and on our mind we will thank ourselves on the busiest of days when we can successfully find the “needle in the haystack” in record time!   I quickly felt the importance of organization when I got married in June and brought my massive amount of stuff to my husband’s house.  When we got finished moving in everything it looked like a hurricane had ripped through the house!  It took me several weeks to get things settled and put away; but when I did, everything felt like home.    I think that this same sentiment of satisfaction and belonging can occur in relation to our careers, our businesses, and client interactions if we “S.E.T.” ourselves up for success by taking time to get specific areas organized.  I’m in the process of organizing files in my office and files in my computer but I must say that I’m already beginning to have a sense of accomplishment simply because I’ve taken some time to simplify my life.   Organization gives us a sense of security (confidence and preparation) and it allows us to build trust, respect, and value with our clients (service excellence).   Organization is a vital aspect of the evaluate and prepare stages of E.P.A Process (Evaluate, Prepare, Achieve).  With taking adequate time to organize and hewn our organizational skills we “S.E.T.” ourselves up for confidence, peace-of-mind, and triumph!   How do you get organized? What are some of “the basics” that you find valuable? If you find yourself struggling with organization in your business and you want to get expert training, we can help!  We have two programs: the Accountability Program and the Business Coach Program. Learn more about these beneficial programs under the Services Tab on our website.   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>    Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” A Lesson on Leadeship http://www.serviceexcellencetraining.com/blog.php?id=618 http://www.serviceexcellencetraining.com/rss.php?id=618 We turn learning into earning Wed, 28 Sep 2011 06:51:00 -0500 <iframe src="http://www.youtube.com/embed/NVApzft4Ipg" height="300" width="350" frameborder="0"></iframe> In John Maxwell’s book, The 21 Irrefutable Laws of Leadership, Maxwell covers several insightful topics on leadership; one in which he calls “The Law of Navigation.”  Here Maxwell states, “Leaders see more than others see and they see before others see” but he goes on to explain that successful leaders are those that can properly explain the important end result to their team; while also providing guidance and insight on the individual steps that lead to the overall goal.   John Maxwell illustrates his point with a lesson that is taken from two Explorers, Roald Amundsen and Robert Falcon Scott, who ultimately raced to be the first explorer to reach the South Pole. While both men had the ultimate goal of reaching the South Pole, they greatly differed on their preparation plans for the expedition. Amundsen carefully planned every detail of the course and trained his crew for the treacherous environment and terrain they would face.   While Scott failed to train his crew and he hastily rushed through the frigid mission.  Amundsen successfully reached the South Pole an entire month before Scott.  Amundsen also returned safely with his entire crew; while Scott and his four crew members died on the return journey from the South Pole.  “Followers need leaders able to effectively navigate for them. When they’re facing life-and-death situations, the necessity is painfully obvious. But even when the consequences aren’t as serious, the need is just as great. The truth is that nearly anyone can steer the ship, but it takes a leader to chart the course. That is the Law of Navigation.” –pg36   “Before a leader takes their people on a journey, they go through a process in order to give the trip the best chance of being a success:   1.Navigators draw on past experiences. 2.Navigators listen to what others have to say. 3.Navigators examine the conditions before making commitments. 4.Navigators make sure their conclusions represent both faith and fact.” Page 37-40     Sources: The John Maxwell Co. <a href="http://www.johnmaxwell.com/">http://www.johnmaxwell.com/</a>   Youtube video: The Law of Navigation <a href="http://www.youtube.com/watch?v=NVApzft4Ipg">http://www.youtube.com/watch?v=NVApzft4Ipg</a>   The 21 Irrefutable Laws of Leadership by John Maxwell: The Law of Navigation ------------------ Service Excellence Training Website: <a href="http://www.serviceexcellencetraining.com">http://www.serviceexcellencetraining.com</a>   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Budgeting Tips for 2012 http://www.serviceexcellencetraining.com/blog.php?id=619 http://www.serviceexcellencetraining.com/rss.php?id=619 We turn learning into earning Tue, 27 Sep 2011 22:21:00 -0500 Budgeting is not as complicated as most people would have you believe.  Budgeting requires four key areas: <ol> <li>History:  When you begin you budgeting process, take a look at the last three years of financial data.  Your history will tell you when to expect the seasonal up and downs, and it will also show you signs of growth or decline.</li> <li>Goals:  What do you want to achieve?  You must have a clear picture as to your revenue and profit goals.  These goals along with your financial history will guide your planning.</li> <li>Planning:  A goal without a plan is simply a wish.  A goal with a plan is quest.  Your plan should include the manpower you will need to accomplish your goals.  It will also include your marketing plan as well as your training plan.</li> <li>Commitment:  The last step is your commitment to your budget.  Make no mistake.  When you started a business you made a serious commitment.  This is shown by where you invest your money and your time.   If you are serious about your budget and your business, then you better bring a powerful commitment of your resources.  </li> </ol> The last thing to keep in mind is that your 2012 Budget should be finished by the end of October.  Get to work!  If you don’t have a clue how to build your budget, and you don’t know what to do:  get S.E.T.  We can build your budget with you. <a href="https://www.facebook.com/#!/getoddliles">Todd Liles Facebook</a>, <a href="http://www.linkedin.com/in/trainertoddliles">linkedin</a>, <a href="http://twitter.com/ToddLiles">twitter</a>, <a href="https://profiles.google.com/getoddliles">google+</a> <a href="https://www.facebook.com/#!/whitney.lowman">Whitney Stewart Facebook </a> <a href="https://www.facebook.com/ServiceExcellenceTraining">Service Excellence Training Facebook </a> <a href="http://www.serviceexcellencetraining.com/">www.ServiceExcellenceTraining.com</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Client Retention Using Specialized Plans http://www.serviceexcellencetraining.com/blog.php?id=620 http://www.serviceexcellencetraining.com/rss.php?id=620 We turn learning into earning Mon, 26 Sep 2011 17:26:00 -0500  <img style="margin: 7px; float: left;" title="Scheduled Service Plans for Electricians, Plumbers, Roofers and Air Conditioning Contractors" src="http://www.serviceexcellencetraining.com/im_images/girl-on-merry-go-round.jpg" alt="Scheduled Service Plans for Electricians, Plumbers, Roofers and Air Conditioning Contractors" width="100" height="67" />To be successful you need repeat business.  You need you clients to see your company as a Merry-Go-Round and not a roller coaster.  Merry-Go-Rounds are fun, simple, and not a risky move.  You need to develop you Scheduled Service Plans in a similar fashion to the Merry-Go-Round.  Think of these keys to success when you are creating your Service Plans: <ol> <li>Fun and Flash:  Does your Service Plan look attractive?  Does it look fun?  When you go to market with your service plans make them look attractive.  Use visual tools such as pictures and actual equipment to build the value in your service plan demonstration.  Add color to your prints.  The additional investment goes a long way.</li> <li>Keep It Simple:  I have seen service plans that are amazingly complicated.  They leave the homeowner dazed and confused.  This is not good.  A Service Plan needs to be simple, easy, and not scary!  It’s okay to have multiple plans that build in value.  Just make sure that each value building step is clearly defined and not overly complicated.</li> <li>Go In A Circle:  The Merry-Go-Round always comes back to the place it started.  Your plans should do the same.  You don’t want your client getting off the ride.  Set your plans up so that it is easy for your client to do business with you year-after-year.</li> </ol> If your business is Plumbing, Electrical, Roofing, or Air Conditioning you need Scheduled Service Plans that will retain your clients.  With proper training and a fun plan, you can create the “See You Again!” Merry-Go-Round effect in your business.   Todd Liles Facebook <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a> Whitney Stewart Facebook <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a> Service Excellence Training Facebook <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” "Always walk through life as if you have something new to learn and you will!" -Vernon Howard http://www.serviceexcellencetraining.com/blog.php?id=621 http://www.serviceexcellencetraining.com/rss.php?id=621 We turn learning into earning Tue, 23 Aug 2011 08:14:00 -0500 <img style="float: left; margin: 7px;" title="The Guide to Super Service in Austin, TX" src="http://www.serviceexcellencetraining.com/im_images/Austin_postcard.jpg" alt="Service Excellence, Service Tech, Todd Liles, Service, Sales, Leads, Sales, Retention" width="267" height="189" />What a great S.E.T. class in Austin! Going into this two-day program, I was excited but I did have some nervous-jitters.  This was my first time taking a rather lengthy trip alone as well as my very first program as the Event Coordinator of classroom training for the Service Excellence Training team!    I started my new job with Service Excellence Training about two months after graduating from The University of North Carolina at Chapel Hill (Go HEELS!) with a degree in Exercise and Sport Science.  So from day one, I was truly a "clean slate" within the industry.  I was excited to participate in a class with Service Techs from all over North America and learn about what they do on a day-to-day basis and how they handle Service Calls.  I probably gained more understand of this than I had expected when I became a role-play partner for Jesse Wright, a Service Tech from Advanced Comfort Systems in Hickory, NC.    While The Guide to Super Service class expanded my knowledge and understand of what Service technicians do within the trades of HVAC, electrical, and plumbing this class also allowed me to learn some important transferable skills that will help me relate to my future clients.  One vital concept that I learned from the class was the P.O.P statement.  This acronym stands for “Professional, Opportunity, Personal.”  When introducing yourself to a client the introduction should be professional (“Hi, I’m Whitney Stewart with Service Excellence Training”) but also have the opportunity to be personal (“How are you? I understand that you are in need of our services today and I want to let you know that I will be able to help you with any questions or concerns you may have.”).    Along with straightforward lessons such as P.O.P, I also learned more abstract concepts such as perception.  Perception is how an individual uniquely views something or a situation.  As a service provider it is important that we allow ourselves to first see our client’s perspective before putting our own perspective on the table.  Ultimately, a client’s investment total is completely irrelevant until the client sees and believes in the value of the service product.    Relationship building was another great lesson that I learned from this class. Focusing on developing a relationship with clients creates trust, common ground, and open-lines of communication.   I’m excited to have this opportunity but just like anyone I cope with natural frailties such as nervousness and a lack of confidence.  But I’m quickly learning that training is a means to develop confidence, expand one's knowledge base and effectively hewn in on areas of needs.   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>      Todd Liles Facebook: <a href="https://www.facebook.com/%23!/getoddliles">https://www.facebook.com/#!/getoddliles</a>   Whitney Stewart Facebook: <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” The Guide to Super Service http://www.serviceexcellencetraining.com/blog.php?id=622 http://www.serviceexcellencetraining.com/rss.php?id=622 We turn learning into earning Wed, 17 Aug 2011 07:44:00 -0500 I'm getting ready to jump on a plane from Charlotte to Austin! Service Excellence Training's Guide to Super Service is going to be a great class and I'm excited to meet some of our wonderful clients from all over the United States and Canada. This two-day class will be focusing on The Seven Steps to Service, increasing closing percentages, boosting average tickets, and increasing leads.  Todd Liles may make an electrician, plumber, or HVAC technician of me yet! :)   Service Excellence Training Facebook: <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Todd Liles Facebook: <a href="https://www.facebook.com/%23!/getoddliles">https://www.facebook.com/#!/getoddliles</a>  Whitney Stewart Facebook: <a href="https://www.facebook.com/%23!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” We are all training this week! http://www.serviceexcellencetraining.com/blog.php?id=623 http://www.serviceexcellencetraining.com/rss.php?id=623 We turn learning into earning Wed, 17 Aug 2011 07:38:00 -0500 This week will be a pretty exciting week for students that will be attending The Guide to Super Service in Austin, TX.  These students will be learning how to increase their:  Service Excellence, Lead Conversion, Sales Averages, and Client Retention.  For many of the students, this will be their first exposure to an immersion training seminar.  We look forward to watching these new students grow in skills as we Script, Role-play, and Implement throughout the week.  In addition to the students who will be joining us from other companies, SET’s own Whitney Stewart will be attending her very first program as the Event Coordinator for Classroom Training.  As the founder of Service Excellence Training, I very much believe in “Practice What You Preach.”  Whitney is in the middle of a three month training program that will prepare her for the tasks she will face in the future.  Check back in on Monday for an update on the program, and to hear some feedback from the students and from Whitney. Until next time, “It’s time to get SET!”   Todd Liles                           facebook  <a href="https://www.facebook.com/#!/getoddliles">https://www.facebook.com/#!/getoddliles</a> Whitney Stewart                  facebook  <a href="https://www.facebook.com/#!/whitney.lowman">https://www.facebook.com/#!/whitney.lowman</a> Service Excellence Training   facebook <a href="https://www.facebook.com/ServiceExcellenceTraining">https://www.facebook.com/ServiceExcellenceTraining</a>   Service Excellence Training respects the author and/or entity that may be referenced in this blog, but is not affiliated with or endorsed by the author or their relative entities if not specifically stated as being an “official partner.” Client Testimonials: I Love You! http://www.serviceexcellencetraining.com/blog.php?id=14 http://www.serviceexcellencetraining.com/rss.php?id=14 We turn learning into earning Thu, 17 Feb 2011 16:54:00 -0600 To:      The Clients of Service Excellence Training From:   Todd Liles-President, CEO, Trainer, Coach, Husband, and Bottle Washer <img style="float: right; margin-left: 8px; margin-right: 8px;" title="I Love You!" src="http://serviceexcellencetraining.com/im_images/heart.jpg" alt="Sales, Goals, Increase Average Ticket, Increase Closing Percentage" width="80" height="69" />Body:    I love you!  Maybe that is a little too personal for a business blog, but I don't care.  I love you, your families, and your people.  You have entrusted SET with the responsiblity of improving your business.  Wow.  When I think about that statement, it makes me humble.  If it were not for you, if it were not for your passion, there would be no us.  So, even though I want you to leave a testimonial on this blog; please know that YOU ALWAYS COME FIRST! Business is too slow. http://www.serviceexcellencetraining.com/blog.php?id=12 http://www.serviceexcellencetraining.com/rss.php?id=12 We turn learning into earning Mon, 14 Feb 2011 16:21:00 -0600 How is your business this time of year?  <img style="float: left; margin-left: 7px; margin-right: 7px;" title="Slow Down in Business" src="http://serviceexcellencetraining.com/im_images/1_.jpg" alt="Decreased Marketing Cost, Lower Acquistion Cost, Decrease Expenses" width="100" height="112" />Reports are suggesting that there are have been fewer leads produced in the first two months of 2011 as compared to the first two months of 2010.  In this report, leads have been defined as the number of inbound phone calls.  The companies studied range from businesses located up and down the East and West coast, as well as those in the middle.  While numbers are not yet conclusive, it raises the question "Why is business so slow?" This is a question that really savvy business owners are asking themselves. Most have not yet come up with an answer that solves the problem.  The standards of old would be to look at things like booking rates, average tickets, retention programs, and of course the things out of our control:  the weather and economy.  And at this point, it seems pointless to continue to blame the economy.  The economy hasn't been great sense 2009.  Most of your client's are getting tired of that excuse as well.  The weather is a standard excuse, but we have all been taught not to use it.  So, what gives?  Why is it that sharp contractors with good reputations are so slow?  I believe it is a bi-product of three very big things.  Service Agreements.  While everyone is slower, the companies that are not completely dead have lots of service agreements. Follow-up.  Too many contractors don't follow-up with their existing customer base until they need them.  It is often too late by that point.  Even if they are not moving on to a new service provider, they may just make you wait until it is convenient for them. Marketing.  The world of marketing is changing.  The old ways are going out, and the new ways are not set in stone.  Contractors are finding themselves somewhere between the world of paper and phone calls versus email and YouTube, and most are not sure how to handle this change. How are you handling these changes?  What is working for your business?    Todd Liles <div> Twitter @ToddLiles </div> <div> <a href="mailto:todd@serviceexcellencetraining.com">todd@serviceexcellencetraining.com</a> </div> <div> 512-579-1791      </div> Want to know how to get your techs producing leads measured in $MILLIONS$? http://www.serviceexcellencetraining.com/blog.php?id=11 http://www.serviceexcellencetraining.com/rss.php?id=11 We turn learning into earning Wed, 09 Feb 2011 22:56:00 -0600 The best lead setter on the planet is Jason Aguilar of Service Now in Del Rio, TX.  That's not an opinion, it's a fact.  In a world where most technicians measure their leads by a number they can count on one hand in a week;  Jason measures leads by dollars sold.  Specifically, how many Hundreds of Thousands he can generate in leads in a month.  Yes, that's right.  Jason is directly connected to million dollar producers.  Jason makes million dollar producers a possibility.  He is a stud in all forms of the word, and he deserves some props.  You want to know how he does it, right? <div> First of all, I can't tell you in a BLOG.  It just doesn't work that way.  You need to see it in action.  Brandin Rogers of 72 Degrees in Hickory, NC realized this.  In this business you can figure it out on your own, or you can learn from those who already know.  After learning what Jason had to teach, Brandin went out and immediately set 3 leads.  Don't like that measurement?  He was directly responsible for $25,000 in revenue.  That sounds better, don't you think?  </div> <div> It has been said "The greatest form of flattery is imitation."  Not only is Brandin now setting leads like Jason, he even went out and cut his hair like Jason's. If you are interested in learning how Jason and Bradin are setting leads in the Millions.  Then reach out and allow me to schedule an appointment where you can see it yourself.  It would be my pleasure. </div> <div> Todd Liles </div> <div> Twitter @ToddLiles </div> <div> <a href="mailto:todd@serviceexcellencetraining.com">todd@serviceexcellencetraining.com</a> </div> <div> 512-579-1791      </div>