What a great business plan, right?
Can you imagine how much more fun and profitable your business would be if you only worked with happy, loyal customers and their referrals?
Can you now see why it’s so important to make your customer smile each and every time you interact with them?
We have to recognize that the CASH the customer pays us is the lifeblood of our company. Your body will die with poor blood flow and your business will die with poor cash flow!
We work in a pretty technical industry don’t we. We service and install HVAC systems. When we speak to customers using super technical terms or acronyms like SEER, AFUE, HSPF, CFM and the like, we aren’t making them smile. How would you feel if you were speaking to a service provider and they were talking to you in a foreign language that you didn’t understand?
To make it easy for customers to understand what we are saying, we must insulate them from the technical terms through our sales and marketing efforts. If we talk about what our products and services will actually “DO” for the customer rather than how it “WORKS”, they’d be much happier, and you’d sell more jobs.
So, how do we consistently achieve this goal of smiling customers paying a premium price for our premium products and helping us grow our business through referrals?
Well let’s look at it a little further…