OM DENNE EPISODE
Every tech has had this call. You found the problem. You showed them the fix. They said no. So you blame the price. But the price wasn't the issue. You asked questions to get answers, and that's all you got. You never gave them a reason to trust you.
And you don't get a do-over. One visit. One house. A limited number of questions.
Here's the rule: if a question only gets you an answer, it's the wrong question.
Chris Elmore shows what he means with a game. Pick a number between 1 and 20, and you get three yes-or-no questions to find it. Easy to win. Then he takes away the yes-or-no, and it falls apart because now he doesn't want to give up the number.
Nothing about the number changed. A person got involved.
That's the difference between a system and a customer. A meter answers yes or no. A homeowner decides how much to tell you.
Chris calls the mistake target fixation. When all you want is the problem or the yes, you stop seeing everything around the target. Including the person standing in the room.
In this episode:
-Why a question that only gets an answer is the wrong question -Target fixation, and how chasing the yes makes you miss the customer -Troubleshooting a system vs. talking to a person -Why open questions are harder, and why they work -The introduction at the door, question by question -Why asking about allergies at the thermostat backfires -How to split "too expensive" into the money or the thing
Spotify: https://open.spotify.com/show/5DlsGABopPu9Qq9NNhK4hu
Apple Podcasts: https://podcasts.apple.com/us/podcast/windshield-time/id1386770507
Windshield Time playlist: https://www.servextra.com/episodes/
Join the next class: https://www.servextra.com/press-play-training-series
Windshield Time is hosted by Chris Elmore.
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