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by Roger Daviston (Author)
Want to learn how to get paid what you are worth? When I owned my heating and air business I often pondered the question - how do I make money on these $150 service calls? If your service department is supported and subsidized by the installation department, you'll want to read this book. This book spells out a step by step process for executing a service call that, if followed, will result in massive increases in revenue per ticket. It is a simple process, scalable and easy to learn. I have included many stories from what I have learned by observing service calls since 2001 that will illustrate the principles set forth. I have taken what I gleaned from years of studying counseling, psychology, Sandler Sales training and neurolinguistics programming and show you how to apply these principles to a service call. If you follow this system you'll build a very profitable service department while not being rushed to run more calls because you'll learn how to make more with less. I'll show you how to bring back the fun into your business, which will result in much happier customers and technicians. Second Edition Notes This Second Edition includes brand new service call script templates to help you apply The Service Call Blueprint to your business. We also fixed some minor errors found by our helpful readers.
Author Biography
I am a cognitive behavioral specialist, which means I help people think differently so they can change their behavior and then get a different result. I work in the entire system of the company culture. One grows his business by growing people, and growing starts with thinking differently. My objective is to build unity of purpose. There is a focus on macro functions in the culture and most teams have significant amounts of relational dysfunction between coworkers, managers and owners. I enlighten the owner on the dysfunction and give him step by step processes to fix it. An owner will never grow his business past his or her ability to function as a leader. Owners hire me to fix the team members when in reality the owner himself is contributing to the dysfunction. I work mostly in the heating, plumbing and air conditioning residential replacement and service industry. At a micro level I improve the sales process with service technicians, salespeople and CSRs. I implement a service call process that works through ongoing teaching, coaching and ride alongs, supported by accountability systems and constant reinforcement through group coaching online or in person. The results are massive increases in replacement sales through increased appointments and average service invoice. Build your business through better relationships, growing people and building high performing teams that work together in unity of purpose.
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