Ep 108 - Options Design - Don't run to the van! - July 07

Clay and Joseph discussed the fear and hesitation technicians have in presenting options to customers in person, leading many to resort to emailing estimates instead. They emphasized the importance of having a process and overcoming the fear of rejection in order to effectively present options and increase sales. 

Clay and Joseph discussed the importance of building trust and rapport with customers in the home service industry, emphasizing that focusing solely on presenting numbers and being the cheapest option can deteriorate customer relationships and ultimately harm the business.

Joseph and Clay discussed the importance of keeping the customer engaged and in control during a presentation. They emphasized the need to prioritize the customer's concerns and use their input to tailor the options and solutions presented. 

Joseph and Clay discussed a strategy to handle enthusiastic and curious customers by redirecting their energy through small tasks and praise, which increases compliance and engagement. They also acknowledged that this approach can backfire if met with repeated resistance, as customers may disengage after being told "no" once. 

Clay and Joseph discussed the importance of not emailing proposals to customers and instead handling objections and providing options in person. They emphasized the need for effective communication and commitment to serving customers at the highest level. 

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