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The 5 Magic Questions
Answer these without them being asked

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  1. "Are you the right person?"

    • Ensure you arrive punctually, dressed professionally, and introduce yourself with a warm greeting.

    • Display identification if necessary to reassure the customer of your credentials and affiliation with the company.

  2. "Is this the right company?"

    • Communicate clearly about your company's reputation, experience, and commitment to quality service.

    • Highlight any relevant certifications or affiliations that demonstrate the company's reliability and expertise.

  3. "Is this the right solution?"

    • Explain the diagnosis and repair options in a clear, understandable manner.

    • Provide evidence of the problem and discuss the proposed solution, ensuring the customer understands the benefits and implications.

  4. "Is this the right time?"

    • Respect the customer's schedule by arriving promptly for the appointment.

    • Be prepared to adjust the timing of the service if necessary, accommodating the customer's preferences and availability.

  5. "Is this the right price?"

    • Provide transparent pricing information upfront, including estimates or quotes for the repair.

    • Explain any potential additional costs or fees and ensure the customer understands the value they are receiving for the price quoted.

By implicitly addressing these five questions through your actions, communication, and professionalism during the service visit, you can help build trust and confidence with the customer.

KEYS TO GREAT SERVICE

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Providing great customer service as a repair technician involves more than just technical proficiency. Here's an outline of key elements:

  1. Technical Proficiency:

    • Expertise in diagnosing and repairing issues promptly and effectively.

    • Continuous learning to stay updated with the latest technologies and repair methods.

  2. Clear Communication:

    • Explain technical concepts and repair processes in a clear, understandable manner to customers.

    • Keep customers informed about the status of their repair, expected timelines, and any changes that may arise.

  3. Empathy and Understanding:

    • Listen actively to customers' concerns and empathize with their frustration or inconvenience.

    • Understand the importance of the repaired item to the customer and demonstrate empathy towards their situation.

  4. Transparency:

    • Be transparent about repair costs, warranties, and potential outcomes.

    • Provide detailed explanations of any issues found during diagnosis and the proposed solutions.

  5. Problem-Solving Skills:

    • Approach each repair with a problem-solving mindset, seeking to address the root cause of the issue.

    • Offer alternative solutions if the initial repair plan is not feasible or cost-effective.

  6. Attention to Detail:

    • Pay close attention to the details of the repair process to ensure thoroughness and accuracy.

    • Double-check work to minimize the risk of errors or oversights.

  7. Professionalism:

    • Maintain a professional demeanor at all times, including appearance, language, and conduct.

    • Respect customers' property and privacy during the repair process.

  8. Customer Education:

    • Educate customers on how to prevent similar issues in the future through proper maintenance and care.

    • Provide tips and guidance on using the repaired item efficiently and safely.

  9. Follow-Up:

    • Follow up with customers after the repair to ensure satisfaction and address any additional concerns.

    • Encourage feedback to continually improve service quality.

  10. Adaptability:

    • Be adaptable to different customer personalities, preferences, and communication styles.

    • Adjust repair strategies as needed based on the specific circumstances of each repair job.

By integrating these elements into your approach to customer service, you can ensure a positive experience for customers as a repair technician.

Building Credibility

Building credibility with customers while performing service in their homes is crucial for fostering trust and satisfaction. Here are the top five ways to achieve this:

  1. Demonstrate Expertise and Knowledge:

    • Showcase your expertise by confidently addressing the issue at hand.

    • Explain technical concepts in an accessible manner, demonstrating a deep understanding of the problem and the repair process.

    • Provide insights or tips on maintenance to help prevent similar issues in the future, showcasing your knowledge beyond the immediate repair.

  2. Communicate Clearly and Transparently:

    • Maintain open and transparent communication throughout the service visit.

    • Explain the diagnosis, repair options, and associated costs in clear, understandable language.

    • Be upfront about any limitations or potential challenges in the repair process, managing the customer's expectations effectively.

  3. Exhibit Professionalism and Respect:

    • Present yourself professionally, with a neat appearance and courteous demeanor.

    • Respect the customer's property and privacy by using protective coverings, cleaning up after the service, and minimizing disruption to their home.

    • Listen actively to the customer's concerns and preferences, demonstrating empathy and understanding.

  4. Provide Proof of Credentials and Affiliations:

    • Display identification or credentials upon arrival to reassure the customer of your qualifications.

    • Highlight any relevant certifications, licenses, or affiliations with reputable organizations to underscore your professionalism and credibility.

    • Offer references or testimonials from satisfied customers to provide social proof of your reliability and competence.

  5. Offer Guarantees and Warranties:

    • Stand behind your workmanship by offering warranties or guarantees on parts and labor.

    • Clearly explain the terms and coverage of any warranties provided, instilling confidence in the quality and durability of the repair.

    • Follow up with the customer after the service to ensure satisfaction and address any concerns promptly, further solidifying your commitment to their satisfaction.

By consistently applying these strategies, you can build credibility with customers and establish long-lasting trust in your services while performing service in their homes.

5 UNspoken Questions

When providing service in the home, customers often have unspoken questions that, if addressed implicitly, can build confidence and trust in the technician. Here are five common unspoken questions:

  1. "Can I trust you to enter my home?"

    • Implicitly address this by arriving punctually, dressed professionally, and displaying identification if necessary.

    • Greet the customer warmly, introduce yourself, and reassure them of your credentials and company affiliation.

  2. "Will you respect my property and privacy?"

    • Demonstrate respect for the customer's home by wearing protective shoe coverings, using drop cloths to protect surfaces, and cleaning up any mess after the service.

    • Avoid unnecessary intrusion into personal spaces unless required for the repair.

  3. "Are you competent and experienced?"

    • Showcase your expertise and professionalism through confident communication and efficient problem-solving.

    • Provide brief explanations of the repair process and demonstrate knowledge of the issue at hand.

  4. "Will you be honest and transparent about the service and costs?"

    • Be upfront about the diagnosis, repair options, and associated costs.

    • Provide written estimates or quotes before starting the work and explain any potential additional charges that may arise.

  5. "Can I rely on you to provide a lasting solution?"

    • Assure the customer of the quality of your workmanship and the durability of the repair.

    • Offer warranties or guarantees on parts and labor to instill confidence in the longevity of the repair.

By proactively addressing these unspoken questions through your actions, demeanor, and communication during the service visit, you can help build trust and confidence with the customer.

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