Drill 18 · 2 min
Bringing in the second decision-maker
Why it matters
This moment happens when the other decision-maker walks in partway through. Most techs make one of three mistakes. They nod at the new person and keep talking to the first one.
They start over and repeat everything at full length. Or they ask for a decision before the new person knows what's going on. Here's what is really happening.
The person who just walked in often has an equal say, and they heard none of your explanation. " They also notice right away whether you're talking to them or only to their partner. So stop and greet them by name.
Give a short recap in plain words: what you found, the options, and what you recommend and why. Keep it to three or four sentences. Then ask what matters to them.
In this drill, you're going over options with Carlos when Elena walks in. Catch her up.
How it sounds
Customer
Hi, sorry, I was getting the kids out the door. What did you find?
Tech
Hi, you must be Elena. I'm Chris. Here's the short version. Your tank is leaking and has to be replaced, and it's too small for five people. That's why you run out in the mornings.
Customer
Okay. That explains a lot. Mornings are a nightmare around here.
Tech
There are three ways to fix it, and I'm recommending the fifty-gallon. It stops the running out for about half the cost of tankless. What matters most to you in this?
Customer
Honestly? I just want it fixed once, so we're not doing this again.
Tech
That's fair. Let me show you both how long each option should last.
To pass
- Stop and greet Elena by name when she walks in
- Recap what you found and the options in three or four plain sentences
- Ask what matters to her or what questions she has
- Do not ask for a decision before she is caught up
Your customer
Carlos Ruiz
Couple split between the cheapest fix and the lasting one
When Elena walks in, stop. Greet her, catch her up in a few sentences, and ask what matters to her.
The drill picks up mid-call. Carlos already knows why you are there.