Initial Profit Maintenance Agreement Made Easy

Signature profit maintenance agreement

summer is pretty much over now we're getting into maintenance season it's fall time and it's time to get back to our basics and really hear what our customers have to say what's up guys kelly mckay here aka hvac millionaire be sure to hit the like button leave me a comment and hit the notification bell subscribe to my channel i greatly appreciate it thank you guys so much for all the comments it means the world to me just to know that you're out there and you're watching and you're listening and i hope that in some way that i made a difference in your business and if i haven't yet keep watching because i'm sooner or later i'm going to hit on something that's really going to resonate with you so when it comes down to getting back to the basics you know the summer chaos is over now it's time to spend a little more time on every single call that we go to and when we're able to spend that time we're able to learn more about what our customers want and what they need but in order to do that we've got to ask them questions so i'm going to give you a few questions that you can ask every customer and you really got to be curious about this like really be curious about what their answers are going to be if you had to tell me which room in the home was the most uncomfortable which room would that be who in the home suffers from allergies are you guys have you guys been happy with your utility bills are they higher than you'd like to see or are they okay when the system is working well is there anything you'd like to change about it how long have you guys lived in the home have you ever replaced your heating air conditioning system before have you had many repairs in the last couple of years so just to give you an idea there's a couple of questions to definitely ask and it's just fact finding information gathering and it's because i want to make sure that i can serve them and provide the highest level of service and that and make sure that they see the value in my maintenance agreement so that's the first thing now when they give me the answer here's where this acronym comes in here the first thing is i'm going to do is i'm just going to halt that just means block out everything else and pay attention stop stop fidgeting with stuff be sure to look them in the eye when you talk to them when they're telling you the answers to the questions you asked the next thing is i'm gonna empathize i'm so sorry that you're having to deal with this mrs smith that's why i'm here i'm hoping i can fix this for you or oh well i'll see i'll definitely see if there's any way i can you know make the unit a little more efficient so i can save you some money on utility bills this winter so i'm empathizing with them and that's a really important thing and it has to do with our the way we say it so our tone our tonality a lot of times if you quiet your voice just a little bit i'm i'm really sorry you're having to deal with that that's that's a not a good thing and i'm hoping i can find something to fix that for you the next thing is anticipate so while i'm listening i want to anticipate the answers that they give me as if it is a bag of gold that's worth thousands and thousands of dollars i'm gonna really pay attention and listen with my whole heart listen to what they're telling me and i want to be curious about that like i said i'm curious about what their answers are and i'm going to anticipate their answers as if they're going to give me the gold the next thing i'm going to do is review mrs smith so let me just recap real quick what you told me um you know you haven't been too happy with your utility bills okay and then um you know it's making some noise once in a while and now and i may dig deeper into that you know how often do you hear that if they didn't give that information to me so it's just about reviewing everything that they told you we need to be leaving options on every single service call and i know that we probably are doing that when it comes to looking at the system as a whole so i'm not going to beat you up on that it's not just a furnace or an air handler there's a duct system attached to that we need to take a brief evaluation of the duct system make sure it's all good um and there's a lot of other things just normal wear and tear items i know you guys are looking at that that's what we're there for for the maintenance to do that stuff based on the information they provided me i'm looking also for anything that will make the system safer more reliable or more efficient and more reliable is the one thing that i really want you to pay attention to if i can if i can do anything to improve the system in those three categories i'm going to make sure to build out an option sheet for that now through the fact-finding information gathering stage and using this here and really paying attention like we've just went over it once i know that stuff i'm going to make sure to craft and give some custom options in there that are going to give solutions to particular problems that they told me during the fact-finding stage so if you do this and you ask the questions and you slow down the process i promise you you're going to increase your sales but you've got to do this stuff and this is the stuff that we don't always do in the middle in the midst of battle during the summer but you've got time now so let's slow the process down let's make the most out of every call and let's crush this fall and crush our maintenances just because it's a prepaid maintenance agreement that they purchased during the summer and you're back for the second visit doesn't mean that they don't need something doesn't mean that that you can't provide a solution that could absolutely change their lives for the better whether it it's in the comfort area or making the system safer for them or maintaining its reliability or reducing utility bills so all of those things are huge things that we can give to the customer and we do that through fact finding and then providing custom options so guys hope this helped i hope you'll use this acronym here go crush it it's time to time to ramp into winter season and and serve our customers highest level so love you guys talk to you soon go make money boom