Oct 23 2024 38 mins
In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. discuss raising the customer's awareness by utilizing the prescription pyramid to build a compelling case of services for the client. If you're looking for a nugget of wisdom to up your service game, we may just have it here today. Take one small step and you can have it. Listen now!
Chapters:
00:00 Introduction
02:59 Personal Updates
06:00 Insights from Recent Industry Visits
08:56 Quotes and Their Impact
11:58 Raising Awareness and the Prescription Pyramid
14:45 The Stability of the Pyramid Structure
17:44 Understanding the Prescription Pyramid
19:46 The Importance of Awareness in Customer Engagement
23:59 General vs. Specific Awareness
28:17 The Role of Checklists in Raising Awareness
32:10 Buliding Trust Through Evidence and Awareness
Key Takeaways:
1) Understanding customer language and building trust is key to building trust
2) Checklists are essential for thorough diagnostics and raising awareness
3) The difference between expectation and reality defines customer value
4) Technicians must be aware of common issues in their service areas
5) Effective communication involves both head and heart
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The coaches at Service Excellence have worked closely with more than 1,000 service companies and learned from them how to avoid every mistake that can be made. So, if you'd like to talk deeper on this subject and others, use Chris or James' contacts below!
Chris Elmore: 254-733-7109 or [email protected]
James Walker: 254-230-5266 or [email protected]
Go out and Turn Learning into Earning!