Drill 20 · 3 min
Catching and using a dropped detail
Why it matters
This moment is easy to miss. While you're working, the customer mentions something in passing. A pet.
A grown kid who lives out of town. A trip coming up. Most techs nod and keep going, and twenty minutes later they give the same presentation they give everyone.
Here's why those details matter. They're what the customer actually cares about, and most people won't say them twice. When you bring one back later, the customer knows you were listening to them, not just looking at the equipment.
That does more for trust than anything you can say about yourself. So when a customer mentions a person, a pet, a plan, or a worry, respond briefly and remember it. Then use it later where it fits: in how you work, in a question, or in your recommendation.
Keep the door closed so the cat stays in. Offer to send the options to the son. In this drill, Margaret will mention two things in passing.
Catch one and use it.
How it sounds
Tech
Before I look at the heater, tell me a little about the house. Who lives here with you?
Customer
Oh, just me and Biscuit, my cat. She's hiding somewhere. She doesn't like strangers.
Tech
I'll keep an eye out for her. Does anyone help you with house things like this?
Customer
My son Kevin, when he can. But he's up in Bakersfield, and I hate to bother him.
Tech
Then when I write up your options, I can email a copy to Kevin so he can look it over. And I'll keep the garage door shut so Biscuit can't get out.
Customer
Oh, would you? That's very thoughtful of you. Thank you.
To pass
- Ask at least two open questions about Margaret, not only the heater
- Respond briefly when she mentions Biscuit or Kevin
- Later, use one of those details in how you work, a question, or a recommendation
Your customer
Margaret Ellis
Retiree on a fixed income
Ask about Margaret and her home. When she mentions something personal, remember it and use it before the drill ends.
The drill picks up mid-call. Margaret already knows why you are there.