In my last article, (see dev-wfca.pantheonsite.io/wfca-blog/please…-no-surprises-salesperson-part-i) I brought up several responsibilities that salespeople have to installers to insure that each job goes as smoothly as possible. Now let’s look at the obligations that a competent installer has to the salesperson.
COMMAND RESPECT. If you wish to be treated as a professional, then you should look and act like one. Since installers don’t have a diploma or resume for the customers to study, virtually all of their opinions will be formed by what they see and hear. When you arrive on time, an opinion is formed. When you pull into the customer’s driveway in a clean, organized van, an opinion is formed. When you are well groomed and are wearing clean and appropriate clothing, an opinion is formed. When you are polite and speak in a non-threatening tone, an opinion is formed. When you fail to do any of these things – an opinion is also formed. And it’s not good! This is critical! The customer will have her confidence, or lack of it, established before you ever carry a tool into the house.
BE COMPLIMENTARY. It is normal for all of us to have our opinions. Installers are no different. What is important for all of us to be reminded of is that these opinions are usually best kept to ourselves. When an installer is asked about a particular product, for example, it is best to be supportive of the salesperson. Indicate that he or she is a professional and that you are certain that this recommendation was made for a good reason. The installer has no knowledge of the customer’s needs, wishes, time frame, financial situation, etc. This job has already been sold. There is nothing positive to be gained by discussing conflicting details with the customer at this point. The best plan is to defer and be complimentary – then proceed with your work. When the customer’s confidence begins to erode regarding any member of the team, everyone’s job becomes a little harder. If you have suggestions for the sales person to consider next time, then save them for a private conversation later.
JUST DEAL WITH IT! A mark of a true professional is the ability to adjust to changing situations as they go along. The best installers are able to handle “non-routine” installations without a fuss. If there are issues, they should be discussed with store personnel in private. Whenever possible, don’t say anything to discredit the store or to alarm the customer. Nobody wins when you do.
READY TO USE CONDITION. Good installers always leave the jobsite clean and ready to use. One of the joys of having anything new is the opportunity to enjoy the freshness – if only for a little while! This is true when you experience the new car smell, the crispness of a new garment, etc. Imagine taking delivery of a new car with a dirty windshield or a new suit that is wrinkled. No permanent harm would be done to the product. However, there would be harm done to how you feel about the purchase experience. Should there be work left to be done, explain this to the customer. Always make sure that she knows what the plan is for completion of the task. Customers will have emotions when they see their new flooring for the first time. Do everything possible to see that these emotions are positive.
DON’T TRY TO HIDE IT! Installers should report all unusual occurrences to the store immediately. These could be accidental damages to the customer’s property, material shortages, flawed goods, etc. Never attempt to hide damage from a customer. Accidents are usually forgiven. Deceptive behavior is not.
EXIT GRACEFULLY. Many installers seem to leave a jobsite as if their hair was on fire! This is a huge mistake. Now is the time to show the customer that you are proud of your work. Take a minute to explain any extra care that you may have given. Ask if the customer has any questions or concerns that you can address. Be sure to leave behind any paperwork, collect signatures, C.O.D.’s, etc. Don’t forget to thank the customer for her purchase. Remember, she did you the favor – not the other way around. After all, she fed you and your family today. Be grateful. This is the step where referrals and testimonials will come from.
GIVE THANKS. When the salesperson has done their best to make your day proceed as smoothly as possible – tell them so. Nothing makes us want to work hard tomorrow any more than being shown encouragement today. The first time that you do so, however, don’t be alarmed by silence on the other end of the line. The salesperson may have just fainted! Seriously, it’s a great habit to form. All will benefit.
Remember the beginning analogy of the three legged stool. Each leg has to bear an equal amount of the load. Perform your job with a good attitude to the best of your abilities. You will be amazed at the cooperation, and referrals, that are possible to receive from others.
Tom Jennings
