9 Steps to Excellent Service.pdf - Business Success Tools

Grow your service business and retain your customers.

2. 9 Steps to
Service Excellence

3. The PRESS PLAY Service and
Sales System has 9 steps.
Each step has a specific purpose
in boosting your service and
sales successes.

5. Revenue
Growth
48%
Return on
Investment
15.8x
Reclaimed
Hours Per Week
10
Took Extra
Personal Time
87%
Proven Results
Service Excellence was founded in 2011
with the Purpose of bringing Power and
Hope through Results-Focused Training
and Consulting.
Our clients provide close to 500 Million in
annual services to the marketplace.
We Ignite the Power Within!

6. A Mission Focused Team
Joe Estrada
Inside Sales
James Walker
Trainer and
Business Coach
Chris Loudermilk
Trainer and
Business Coach
Terry Barrett
Class Trainer and
Tech Coach
Brandy Loudermilk
Trainer and
CSR Coach
Chris Elmore
Director of Operations
Brandon Cockrell
Trainer and
Business Coach
Kerry Webb
Trainer and
Business Coach
Todd Liles
Founder and CEO
Leti Deaver
Executive Assistant
Shannon Liles
CFO
Mike Drenk
Trainer and
Business Coach

7. Text “9” or “Talk”
512.333.4133
Proactive Business Plans
Proven Results
Personalized Training

8. Everyone
needs a plan

9. Success with
guardrails

10. Prepare
Relationship Building
Evaluation
Settle Anxieties
System Diagnostic
Prescriptions
Labor
Additional Value
Your Future

11. “The key difference between those
who get the Gold medal and those
who don’t is between the ears,”
– High Performance Expert and Psychologist Martin Turner.

12. Prepare
Ready to do the job right
•Mindset
•Appearance
•Goals
•Integrity
•Explore

13. Buyers want to do
business with people they
like and trust.

14. Relationship Building
Creating trust
•Make the customer feel valued and special
•Listen MORE than you talk
•Connect on common ground by using F.O.R.M

15. If you can ask great
questions, and then listen,
you will learn the secrets
of success.

16. Evaluation
Discovering through questions
•Ask the customer to tell you about the full history of the
system.
•Ask “what”, “how”, and “when” questions.
•Include the family’s health, comfort, and energy savings.
•Ask the customer, “and what else should I know?”
•Review the customers answers and thank them for the
help.

17. Clients are thinking to
themselves,
“Can I trust this person?
Can he actually do the work?”

18. Settle Anxieties
Answer unspoken questions
and concerns
•Express confidence that you will resolve any issues
•Share your own credentials and qualifications
•Describe the company’s longevity, numbers of
customers served, quality of customer reviews, etc.
•Explain pricing model & advantages of model

19. Prescription without
proper diagnosis is
malpractice.

20. System Diagnostic
Discover the needs
•Use a transition statement
•Follow a clear and thorough process
•Take pictures and review
•Involve the customer when possible

21. People want options on
Products, Service, and
AFFORDABILITY!!

22. Prescriptions
Presenting Solutions
•Be genuine in your concerns and demonstrations
•Educate and inform with diagnostic sheets, heat
loads, testimonies, and evidence
•Present options because options empower your
client
•Ask the customer, what they would like to do?

23. Prescriptions
Options
•Private Label
•Cash or Finance

24. “Wax On,
Wax Off.”
- Mr Miyagi

25. Labor
Perform the work like a pro
•Do your work as if the customer were your family.
•Make note of what you have done.
•Review the work you have completed.
•Discuss the system’s current condition.
•Educate the customer about system longevity.
•Inform the customer about indoor air quality.

26. Adding value helps the
client feel like they made
a great decision by
picking you.

27. Additional Value
Be memorable and give the
whole home inspection
•How could you make your service call memorable?
•What can you do to make the customer’s day a little
better?
•Perform some type of high value service for the client
for no extra cost

28. Additional Value
•Realtime product availability, pricing and ordering
available thru our Webstore
•Parts availability for all major manufacturers
•Territory Manager to advocate for you and assist with
leveraging every benefit available
•Continual industry and Business Training

29. “A company must get a
customer, and then keep
the customer.”
- Ron Smith

30. Your Future
Clubs, reviews, leave behinds, leads,
and referrals
•Give the customer a club program BEFORE you begin
your diagnostic.
•At the end of the call, come back to the club benefits
and savings as part of presenting the invoice.
•Ask if you have “earned” 4 or 5 stars with your work
today. If they agree, ask them for a “favor” and request
a customer review.

31. Your Future
•Use leave behind items like stickers and brochures.
•If the system is approaching the end of its “efficiency life
cycle” or is nearing its “senior adult stage,” suggest an
appointment to discuss replacement options. This means
you will call the office to set a lead.
•Take actions that will provide future work for you and
your company.
•Finally, ask for referrals.

32. Prepare
Relationship Building
Evaluation
Settle Anxieties
System Diagnostic
Prescriptions
Labor
Additional Value
Your Future

33. Text “9” or “Talk”
512.579.1791
Proactive Business Plans
Proven Results
Personalized Training