Transcription
All right everyone, I'm gonna do the agenda card, the service agenda card, the new one, right here. I haven't done this in a while, so bear with me, but I'm gonna do it the exact way that I used to set the agenda when I would go out and run calls. So here we go, wish me luck.
Mr. Jones, let me tell you what you can expect from me today. We're going to go take a look at what's going on together. I'm going to do a thorough evaluation of the system, and then at that time, I'm going to go put some options together that best fit you, your family, and anybody else that may need to be involved. And then with your approval, we can go and get this work started today. Does that sound good? Great, perfect. I do want to make sure that you know that it's my job to provide a five-star service experience to you, and at any time you don't feel like I'm doing that, please stop and let me know. Does that sound good? Awesome, let's go take a look.
Okay, now you heard that, you heard that what I said on there, setting expectations, right? Those are part of the three pillars of trust. It's expectations, and the agenda is expectations. The customer clearly knows what their part is and what you're going to be doing. It helps set clear expectations. So now, let me do this again, just in case for anybody that wants to hear it again, to make sure that you can listen to it. And then I'm going to hit two other key factors in setting the agenda that you need to be aware of.
Mr. Jones, I want to make sure that you know what to expect from me today. So we're going to go ahead and go take a look at what's going on together. I'm going to do a thorough evaluation of the system, and then from there, I'm going to put some options together that best fit you, your family, or anybody else that may need to be involved. And then with your approval, we can get this work started today. Does that sound good? Okay. Also, also make sure you notice, it's my job to provide a five-star customer service experience, and at any time I'm not doing that, please stop and let me know. Sound good? Great.
Now, I hit two things there. I asked a question, two questions, right here. "With your approval, today we can get this started. Does that sound okay?" And they said yes. And then I said, "Would you please let me know if I'm not providing a five-star customer service experience today?" And they said yes. So that is getting them in the mindset of saying yes and setting clear expectations that they have the ability to say yes to you on these things or let you know if something's not going the way that they want it to go. So getting them in the mindset of saying yes, two yeses right there at your agenda, not including the stuff that you do along with the great step of asking your truck part, putting on shoe covers, etc. Talking about the agenda though, so Eco Plumbers, saving the day, protecting the future, and setting your agenda on every call with every customer.