Drill 1 · 2 min
The first 30 seconds at the door
Why it matters
In the first thirty seconds at the door, the customer decides how much to trust you. Most techs say a quick hello, ask where the water heater is, and walk right past the person who called. Others talk about the company for a full minute.
Either way, the customer is left with questions nobody answered. How long will this take? What will it cost?
Am I going to get talked into something? Think about what this is like for them. A stranger is about to walk through their house, and they're worried about money before you've said a word.
So answer those questions first. Say your name, your company, and their name. Tell them how the visit will go: a few questions, a look at the problem, then you'll show them what you found and go over options and prices before any work starts.
Say about how long it takes. In this drill, Margaret opens the door. Tell her how the visit will go.
How it sounds
Tech
Hi, you must be Margaret. I'm Chris, the plumber you called about your hot water.
Customer
Oh, hello. Come in, please. It's been out since yesterday morning.
Tech
Sorry, that's a long time to go without. Here's how this goes. I'll ask a few questions, then look at the heater. About twenty minutes.
Customer
Oh. All right. That's not so bad.
Tech
Then I'll show you what I found and your options, with prices. Nothing gets done until you decide. Where's the heater?
Customer
Well, that's a relief. It's out in the garage, through here.
To pass
- Say your name, your company, and her name in the first few sentences
- Explain the steps of the visit and about how long it takes
- Say she will see what you find, her options, and prices before any work starts
- Hand the conversation back to her with a question
Your customer
Margaret Ellis
Retiree on a fixed income
Margaret opens the door. Introduce yourself and tell her how the visit will go, including options and prices before any work.
The drill picks up mid-call. Margaret already knows why you are there.