4 Step Fulfillment Promise - Service

Question 1

What is the title for Step 1

Answer 1

Thoughtful Introduction

Question 2

What is the sub title for Step 1

Answer 2

Relationships with the clients changes everything!

Question 3

What is Step 1 point 1

Answer 3

Attitude Check
BEFORE CALLING creates a refreshing first impression and sets the tone of the appointment. Its easy to be boring or negative, but spreading positivity takes work and a consvious choice each day. It is fulfilling to spread kindness in this world.

Question 4

What is Step 1 point 2

Answer 4

Call ahead to reassure
sets the expectations of timeframe and gives the client comfort knowing that we will be there soon. Reassure them that we WILL solve their problem! (Diffuse any crisis)

Question 5

What is Step 1 point 3

Answer 5

Connect with the client
upon arrival by building rapport. This makes the client feel comfortable and sets the tone of the appointment. Find common ground and reassure them that there is “no suprise billing”. They have to approve anything additional! (129.00 only , AVG bill 300-500, No suprises, Affordability, Payment, etc.)

Question 6

What is Step 1 point 4

Answer 6

Asking assesment form questions
reveals insights to problems and shows the client you are an expert and you care about their home comfort (Take note, listen carefully, etc).

Question 7

What is Step 1 point 5

Answer 7

Offering to provide information
*to make the equipment headache free gives control to the client on what you will present to them and provides an open door for your findings/options later. No suprise estimates! Get their approval to give them solutions (Conditioning).

Question 8

What is the title for Step 2

Answer 8

Technical Competence

Question 9

What is the sub title for Step 2

Answer 9

BEING THOROUGH in your forms changes everything!

Question 10

What is Step 2 point 1

Answer 10

NEVER cutting corners and always assessing full home comfort system condition/operation ensures nothing is ever missed. We do things the right way, not the easy way. ALWAYS complete entire form - it is what the customer is paying for. This protects us if they decide not to go with repairs!

Question 11

What is Step 2 point 2

Answer 11

Recording pictures/date findings on Service Titan assesment forms prepares an organized unbiased educational tool to present in step 3. Pictures are unbiased evidence. Use 1 good & 2 bad in your summary that match your estimate templates! (we must always check history as we dont want to inundate them with quotes!)

Question 12

What is Step 2 point 3

Answer 12

Preventing suprises by pausing to mention enhancements/key points to the client during the form brings the client into the discovery process, and gives awaresnesss to their current home comfort situation.

Question 13

What is Step 2 point 4

Answer 13

Building reasonable solutions to problems found in assessment summary, and including home comfort enahcnements (Step 1 Part 4) gives the client options that are affordable and purchasable (follow thresholds 750/1500 & over 10yr restoration comparison)

Question 14

What is Step 2 point 5

Answer 14

Being thorough and CYA prevents painful embarrasing conversations and callbacks when errors occur. Double check and ensure you have completed forms, templates, requests from the client, loose ends, re-light appliances, disconnects, etc.). Call your leader for a second set of eyes BEFORE reviewing with the client

Question 15

What is the title of Step 3

Answer 15

Transparent Communication

Question 16

What is the sub title of Step 3

Answer 16

EDUCATING the client on your findings changes everything

Question 17

What is Step 3 point 1

Answer 17

Clearly summarizing good and bad using colour codes/pictures from completed forms compared to service task pictures so they can see for themselves. This gives the client an unbiased understanding of their home comfort system and what can happen if they fail to do anything about it. It helps the client understand where your estimate templates are coming from and validates the reasoning behind them!

Question 18

What is Step 3 point 2

Answer 18

Demonstrating concern shows the client the severity of the assessment findings and the negative results of choosing to do nothing. People like to buy wants not needs! It is our job to help them make the right decision!

Question 19

What is Step 3 point 3

Answer 19

Showing the differences in your template options (Immediate, Performance, Enhancement) gives the client options and full control over their spending. We can provide advice and adjust options to customize to each client’s home comfort to help them save money. Regular pricing & trip charges will apply if return visit is required. (Membership/Senior/Bundle savings, financing options, waiving assessment costs for value, promos, etc.)

Question 20

What is Step 3 point 4

Answer 20

Offer a moment to think it over while you clean up gives the client a private moment to get confidence and make peace with their decision. They may need to call a spouse or speak to a friend.

Question 21

What is Step 3 point 5

Answer 21

Setting a timeline for service tasks ensures client expectations are met. We must let the client know the duration of the repair and inform dispatch. If parts need to be ordered we “sell for later” & let the client know their products are on the way! If you are setting a lead call your Team Lead to book it in

Question 22

What is the title for Step 4

Answer 22

Trustworthy Workmanship

Question 23

What is the sub title for Step 4

Answer 23

Executing on the option they chose changes everything

Question 24

What is Step 4 point 1

Answer 24

Completing service tasks to HB service task training standards ensures the job is done the right way each and every time. This provides every client with the same high level experience and shows the client that we do home comfort differently. (Remember to show them the before and after pictures in the Servie Task Form to reassure them they recieved exactly what they asked for)

Question 25

What is Step 4 point 2

Answer 25

Asking the client if there is anything else we can do for them ensures that nothing was missed that was important to them. We want to show the client that we work for them and the job is not done until they are happy.

Question 26

What is Step 4 point 3

Answer 26

Finalizing the paperwork by collecting full payment or 50% on service tasks over 1000.00 finalizes the agreement and service tasks work can begin. It is important to ask if they want to use their money or our money for the repairs (Financing).

Question 27

What is Step 4 point 4

Answer 27

Thanking the client for the work and requesting honest feedback on their experience, provides us with valuable information to help us improve in the future.

Question 28

What is Step 4 point 5

Answer 28

Closing out appointment using the close out forms and moving materials ensures that inventory is moved properly and records are accurate. We must note down any important details if service tasks were sold for later so that nothing is missed on the second appointment. Ensure all tools are back in their specific locations and non are left behind.