Page 7 - The Compass - Volume 14 Issue 3

LEARNING FROM THE BEST

What kind of goals do you set for yourself? pull it up on the map. I want to see the area. And I want
Every year, Jennifer sets our company goals. What I do is to see what homes I’ve been in close to that home. At that
instead of worrying about setting a dollar amount, I look point, I know where I’m going. Of course, covering the
at how many systems I have to sell each year. Based off same area for 31 years, I’ve been in a lot of these homes
our revenue goals, [I know how many I need to sell]. For previously. I might have taken care of that home three
example, in 2019, I have a goal to sell 281 systems. For me, previous homeowners ago. So, I’m able to give the current
it’s easier to track how many systems are left each month homeowners some history of the house in some cases. But
that I have to knock out, so we can hit our goal. That’s how I’ll say this, the worst thing you can do is go into a call with
I track it versus worrying about a dollar amount. a mindset that this is a bad neighborhood and you’re not
going to sell anything. That’s the worst thing you can do.
What are your thoughts on training even after all
the success you’ve had? How do you begin building rapport once you meet
Over the years, I’ve been through lots of training. Training the homeowner?
never stops. I’m always training. I’ve used Learning Building rapport is key. People think of building rapport
Alliance many times; it’s a great group. I love their Total at the beginning of the call—but it never stops, even if
Access program. They have some really good videos, and you’re going to a client’s home you’ve been to three or four
they’re not all just for technicians. Those videos are for times before. On the comfort advisor side, I see plenty of
comfort advisors, too. There’s a lot of good content in clients I’ve never met. I try to identify their personality
there, and it’s content that’s been gathered over the years. traits based upon the DISC profile of both homeowners.
I’m really observant of what I see around me. What’s their
Training doesn’t get repetitive to you? lifestyle? What do they do?
The biggest thing I see is people don’t want to keep I’m going to share with my homeowners how many
progressing. They think they’re good enough. “I don’t need years I’ve been doing this, 31 years. How many homes
any more information.” The way I look at it, you look at the I’ve been in? A little over 80,000. [I share that because]
best guys in sports, and every year, they go back to spring I realized that I needed to get the homeowners’ level of
training. I don’t care if it’s football, hockey, basketball. You anxiety reduced because they are stressed. They’re unsure
have to go back every year and get that jumpstart. It gets of the unknown. I have to let them know there’s nothing
you going. I’ll come across that I haven’t seen or can’t take care of.
Are you also responsible for training your team? But I love asking a particular question, and it breaks the
Yes, I do participate in our weekly trainings. In our company, ice and gets us on the same page. [I always ask it] because
I am the main trainer that works with all our technicians. you have to have a little fun on a call. I normally ask it
They keep coming to me every day—and they say that I’m as they’re leading me to the outdoor unit, the thermostat,
so good at handling objections—I tell them it comes down or the access hole in the attic. I’ll say, “John, what do you
to practice and role play. We have eight technicians. The do for fun that gets you into or out of trouble nowadays?”
technicians come to me one or two times each, per day, You’re going to get a giggle out of the homeowner when
and they’ll say, “I ran into this at this call, or I ran into you ask that question. And it leads me into a lot of different
that at this call.” Then, I’ll role play with them through directions because they’re going to tell me about their
that situation. Personally, I probably role play through 20 hobbies or what they do for a day job. Based upon what they
objections a day. So, no matter what happens, I’m prepared say, I can script the rest of my presentation with verbiage
for it. There’s nothing that’s going to catch me off-guard. that speaks to them. By knowing that information, it gives
me a great understanding of how these people are wired
Do you do ride-alongs? and how they’re going to think. So, I have to present things
I love doing ride-alongs with our technicians when I’m not on their level.
on a call. That’s the best training I can advise for anyone. Is there anything else you say or do to make
Showing the technicians the process, the steps, and the homeowners comfortable?
procedures is key. Role playing in the classroom is sort of Yes, I share with every client the same thing. It’s a personal
scripted. But we don’t know what’s going to take place on a goal I’ve had for 31 years. It was instilled into me from
call [when you’re doing ride-alongs]. That’s been the best my dad. I’m always going to say, “Mr. Smith, I’m going
training for my guys, and it’s helped me sharpen my game. to share with you my three goals for today. Those three

When going on an appointment, do you do much things are: I’m here to save you time; I’m here to save you
research on the clients and their home? money; and I’m here to make sure you’re safe when I walk
I do. When I get the call, one of the first things I do is out of this home…”

THE COMPASS | Issue 3 | 2019 7