Oct 09 2024 47 mins
In today's episode of Windshield Time, hosts Chris Elmore and Harold "J-Dub" James Walker Jr. differentiate between manipulation and influence in sales, emphasizing the need for authentic conversations and building context to create positive influence. They pose the question, "Is creating urgency ethical?" 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 to Windshield Time Podcast
02:57 The Importance of Authentic Conversations
06:01 Life Stages and Family Dynamics
08:48 Understanding Customer Mindsets
12:01 The Role of Maintenance Calls
14:58 Creating Urgency in Service Calls
21:00 Defining Urgency and Its Importance
23:57 Manipulation vs. Influence in Sales
30:02 Building Context for Influence
36:02 Awareness vs. Action in Customer Engagement
42:04 Creating Urgency Through Positive Influence
Key Takeaways:
1) Authenticity in conversations fosters trust with customers.
2) Understanding customer mindsets is crucial for effective service.
3) Creating urgency should be about awareness, not manipulation.
4) Influence is about mutual benefit, while manipulation is one-sided.
5) Building context is essential for effective communication.
6) Awareness comes from asking the right questions.
7) Urgency can prevent negative future outcomes.
8) Service calls should focus on educating the customer.
9) The relationship between technician and customer is vital.
10) Creating a positive influence leads to better customer engagement.
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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!