The best technician in the world can’t help a customer who doesn’t trust them. That’s why we coach communication as hard as we coach the trade. One-on-ones, ride-alongs, rapport-building. All the technical skill in the world is useless if you can’t get the customer to believe you’re the right company for their home.
@officialchadpetermanTranscript
Technical skills can make you valuable, however people skills determine how valuable. What do I mean? In residential home services, building trust and rapport with a customer is paramount to you even being able to take your tools off the truck. If you're working with your team, are we doing consistent one-on-ones? Are we doing ride-alongs? Are we coaching the communication pieces that are ultimately allowing a skilled tradesperson to help a customer? If we can't build trust and rapport with the customer, if we can't make them understand that we're the right company to take care of their home, their most valuable asset, then we can never help that customer and use the technical skills that we've honed over years and years to bring a resolution to whatever problem it is that you have.
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