The moment you give real options, selling disappears. You’re just curating a menu and letting the customer decide what’s right for their family. It has costed us millions, but I would never change it. Trust compounds. Overselling doesn’t.
@officialchadpetermanTranscript
I have willingly lost millions in sales, and I would do it all over again. Let me explain. We teach our field pros here at Peterman Brothers that we give all customers options. Six, in fact, that may seem like a lot, but we feel that giving six options all the way from the immediate problem that we were called out to to the premium plus package of everything that they could possibly do within the home to make that system more reliable, safer, and potentially the air or water in their home healthier. Again, overselling for the sake of overselling is only going to lead to bad things. When we give our customers options and allow them to choose, there is no more selling involved. You are simply curating a menu so that they can then make the best decision for their family. Do you want to be salesy or do you want to provide a menu of options that customers can choose from. You choose.
Download Transcript
Related Videos
Everyone thinks adding a trade is a growth hack. Here’s what it looked like for us: YouTubing plumbing repairs from the truck because our only plumber quit three days before the new one started. We figured it out, but I’d never do it that way again. Master the trade you’re in before you buy yourself a second set of problems.
Your membership program might be the most valuable asset your company owns. Most shops treat it like an afterthought. Two fixes: offer it in the contact center before the truck ever rolls, and have techs plant seeds all call long instead of dumping a benefits list at the end. Memberships fuel the repeat business and the slow-season calls. Sell them like it.
The residential vs. commercial debate misses the real question: what kind of business do you actually want to run? I wanted to create a customer interaction unlike anything else, and residential is where that lives. It demands double the training, technical and human. That’s the cost of the more meaningful lane.
Most owners dream too small because small feels realistic. But realistic never pulled anyone anywhere. The goals that feel slightly ridiculous when you write them down are the ones doing the real work. They set the direction, they raise your standard, and years later you look up and realize you grew into them.