General Key Phrases
I am confused, am I hearing you correctly, it sounds like you are saying you want me to __________ but that would put my integrity at risk,............................ I just wouldn’t feel right doing that
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I noticed a few items/functions that concerned me, I am going to talk it over with one of my teammates to see if they have any other options that are less expensive before I present my diagnosis.
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I noticed a few things that have me really concerned and I want to make sure we give you the best options and value as possible. I have put in a call to the service manager to get a second opinion for you.
(you can go either way, but it is always best if you can stay on site)
#1 The service manager/specialist is on the way and will be here in ______minutes or
#2 I am going to wrap up for now and the service manager/specialist will be here_________
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The device/system described has experienced a failure (open, short, ground, mechanically seized, burnt, cracked, joint failure, stoppage, corrosion/rust, etc.) and this is the primary reason the device/system is not operating properly or at all. The technician has verified the diagnosis as completely as possible without being able to operate the system. There may be other parts/devices that have experienced secondary damage that will not be evident until the listed part has been replaced, many of which are directly or indirectly affecting the failed part/device. The technician has made every effort to provide a complete diagnosis, but will not be able to verify until the part has been replaced.
Other related parts are being recommended as a precaution or as standard procedure per the mfg, because of the connectivity or inter connectivity with the proper operation of the failed part/device. The repair warranty will not be valid if the additional recommendations are omitted.
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Unable to duplicate malfunction, verified system operation in all modes and demonstrated to client. Offered system monitoring, client aware that return trip and diagnostic fees apply if malfunction happens again.
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Unable to reproduce conditions that caused failure, system operated normally during diagnostic procedure.
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Although system was not operating upon arrival, the system began operating during the diagnostic. Unable to repeat failure; Client will need to call when failure returns.
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System is over years old, failure may have caused damage to other areas of system due to age and wear. System working at this time; however, efficiency is most likely poor.
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Cannot determine if today’s failure may have caused damage to system that is not yet visible, client to call if further repair is needed.
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The failure of the part/component may have caused damage to other parts in the system, the diagnostic cannot be completed until this initial recommended repair is performed.
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Demonstrated operation in all modes to client, no further repairs are apparent at this time.
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Verified condensate was flowing during service, if future drain problems arise, consider replacing drain pipe.
Clear drain line with pressurized nitrogen, recommend clean and flush with chemical treatment.
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Found system low on Freon, recommend electronic leak detection:
Client declined and will be responsible for all fees for return visit, no warranty for today’s service.
Due to age of system, a replacement estimate is strongly suggested, see form:
Adjusted Freon charge less than 3#, recommend evaluating again in a few days for $$$$
Client accepted and return visit is scheduled,
Client declined return evaluation, no warranty on Freon repair/adjustment.
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Performed diagnostic on system to best ability, cannot confirm operation of system without initial repair:
Due to age of system, a replacement estimate is strongly suggested, see form:
In the event additional repairs are discovered, initial repair can be credited towards a replacement system up to $$$$
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Our procedure does not always require the use of gauges, our company adds Freon by weight versus charging by pressure or check by pressure/temperature, whenever possible.
Your home comfort system has experienced a failure and due to the reason(s) noted above we recommend obtaining an equipment replacement proposal prior to authorizing the repair. Although your present system may have delivered years of reliable performance, all of its components are aging at the same rate and this failure could possibly be followed by additional breakdowns and questionable reliability. Our company guarantees most repairs for one year including parts and labor however; this guarantee does not cover the failure of an unrelated item.
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In response to a customer saying “every time you do a tune up on my system you try to sell me something”
Well yes that is exactly what you want me to do, the industry is always changing and there are always new products that can make you more safe and comfortable, you don’t want me to ignore potential problems do you?
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Home Warranty Companies rely on our professional assessment of your system: we have a responsibility to protect their interests as well as you the homeowner. Even though many of your repairs are paid by your warranty plan, any repair is inconvenient, and nobody likes having to wait to be comfortable. Your system needs to be cleaned or serviced to reduce the risk of future breakdowns and allow the system to operate as efficiently as possible;
System would benefit from deep cleaning and reconditioning for $$$
System needs cleaning for peak efficiency for $$$
Suggest condensate area (pan & coil) be cleaned and sanitized for health and efficiency $$$
System has been maintained and is due for standard cleaning for $$$
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If you are being sent to a service call that you have not been trained or fully trained in that type of work:
Hello Mr./Mrs. _________ I am ___________ with the House Call Company. I understand you are having a problem with _______. The dispatcher sent me over because ___________ is tied up much longer than expected and we didn’t wait to keep you waiting any longer. Hopefully this will be a routine repair and I can take care of it for you right now, if not I will make sure to get all the information our specialist will need when he/she gets freed up from the service he/she is doing now.
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If you are going to hold me accountable for the results of the service I am doing today, you will have to trust me with the process. Will you trust me to correct this for you?
“IF YOU ARE GOING TO HOLD ME RESPONSIBLE FOR THE RESULTS, YOU HAVE TO TRUST ME WITH THE PROCESS”
Will you trust me to complete this project for you?
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The Layered Approach
Many times we have to solve complicated problems that don’t have a clear diagnosis or prescription, when this is the case we recommend a layered approach.
Example
The customer has a leak on the living room ceiling and there is a bathroom above it. You cannot access the plumbing fittings without cutting open the ceiling, walls, or both. You notice the caulking is coming off around the tub. You present the following options (this is only an example DO NOT USE this example)
#1 Re Caulk the tub and monitor $225
#2 Make small access in sheetrock to further evaluate and cover hole back with permanent access door $367
# Remove section of ceiling in living room and repipe drain fittings, Make small access in sheetrock and cover hole back with permanent access door, and re caulk tub, includes all required work including painting $2219
You let the client make the decision but let them know the consequences and or benefits of each option.
Be clear to note on your invoice that you cannot guarantee the results in option 1 & 2 but you think it is a good first step and has a good probability of solving the problem. Then let them know if they want the problem to go away and want a guarantee they should choose option 3
Never commit the option/s will solve the problem 100% unless you are very very very sure, and just make sure the client knows the difference...NOBODY expects you to be perfect. We just want you to communicate so the client still says WOW if you have to come back to do additional work.
Another way to word it is this:
I feel really good about the options I am going to prepare for you, but let me ask you a question. Do you want me to provide you options that are the lowest cost, or options that will make this problem go away forever? Please keep in mind that I may not be able to guarantee my work when it is the lowest cost option.
Band Aid
There is a leak at a fitting, this repair is for the fitting repair only, please be sure to review your other options to deal with underlying issues related to the initial leak at the fitting
Plan B
The repair recommended is for the repair of the leaking fitting but also to replace a section of the piping in the area of the leak, please note that is tis typical for the integrity of the pipe to be compromised in the area of the leak and should be addressed with the leak repair
All In
This repair is to replace the tub waste and overflow piping for the fixture. Please note that all of the piping in your home is aging at the same rate and without replacing the pipe in the damaged area we will be unable to provide you with a guarantee.