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Old 09-08-2019, 09:46 AM   #11
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What I do like to know however what kind of speech and how it will sound like so I can use it in case you don't have a normal customer.
I'm not trying to be a smart a$$, but in a lot of cases it's something that you either get or you don't. Like I wrote, my coworker has a lot of great qualities, but being astute with how to approach customers in a way that can prevent or at least possibly reduce conflicts is apparently not one of them. In my experience, one doesn't have to be in a customer service position very long to realize what I mean, but apparently it is not one of those skills that comes intuitively to everyone.

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Like I repeat over and over :
Psychologist first
Businessman second
Lawyer third
Plumber at last
This is quite true, and could be said for just above every profession in which one deals with the public.
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Old 09-08-2019, 10:24 AM   #12
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In a related subject, another customer service issue that I often see which makes me cringe is when people refer to customers as sir or ma'am all the time. I'm not talking about common decency and respect, which is shown more by your overall attitude and approach toward them, but rather when people start using the terms gratuitously, with a tone and attitude that projects anything but respect. It comes across more like "Bless your heart", which the southerners here will understand. I know a receptionist who uses it in every other sentence with customers, but often with a negative or defensive tone even when it isn't called for, and she actually believes that she is acting professionally.

I try to start off with a very familiar attitude, and will say it maybe once, "How are you doing sir, what can I do for you?", and then just start talking to them like they were a friend, and from then on use their first name unless it is an elderly woman. Not like close friends, mind you, who I'm comfortable swearing in front of and saying exactly what I'm thinking, but still like friends, like equals, like normal people, the same way I want to be treated. It worked for me the other day, when a guy wouldn't make eye contact, barely shook my hand only because he had to since mine was right out there. He knew it was going to be expensive, and wanted to be pissed, but by the time I left he helped me bring the water heater out of the basement and we were talking about his nice fish tank. It doesn't always work, but sometimes it does, and it's worth it IMO. I've seen guys who try to pull it off, but they're not genuine, and people can see right through that. It doesn't help if they leave the place dirty or show other signs of disrespect despite their words. The world doesn't need more negativity, at least not my world, so any less is a bonus. I've also seen it work with women who are the only one home and seem uneasy at being alone in the house with a strange man.

My guy with the beatchy woman was using ma'am left and right, and she was starting to get pretty nasty. At that point I actually stop using it, and start giving them a less friendly tone right back. I've seen some people start to back off and turn around, because IMO they see us continuing to call them sir or ma'am as weakness that they can try to exploit. When they realize that I'm not going to tolerate being treated like that, they realize that I've called their bluff. I hate to use this term since so many pussies today hide behind it, but it is classic bullying behavior.
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Old 09-08-2019, 10:52 AM   #13
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I understand what you are saying. I guess you never read my reviews they speak for themselves. There are many people who whatever how you say something they will be a problem throughout. Those who complaint from the start on the phone will still be an A-hole once on site. You could be nice or firm or a d.i.c.k they still are going to give you a hard time.

What I do like to know however what kind of speech and how it will sound like so I can use it in case you don't have a normal customer.

Maybe I can find a book of psychology of speech.

Like I repeat over and over :
Psychologist first
Businessman second
Lawyer third
Plumber at last

that proves my point..the customers that love you like HOW you say it, but many more dont, so you have to be like an actor and perform for each type of customer you get, its not easy, you have to figure out in a short conversation with each customer on what they want to hear and how to say it to them so they can see you as someone they want to work in their home or business...
some people like it straight up, some like a build up to the issue , some cant be pleased at all even if it was free....but customers dont have the same personalities , so you must master how to identify with each and speak to them in a way they can feel comfortable with you..this takes time, and like I said before the hacks life a life of lies and are much better at acting the part to sell a customer...
some of my best learning on how to deal with a customer were from the jobs I didnt get..I would call the person back a week later and ask why I didnt get the job, but explain there are no hard feelings and im just trying to see if there was something I could have said or done different that would have gotten me the job..sometimes it was price and other times it was just they felt more comfortable with the other plumber, and then you try and get more details and tweak your delivery on the next job tobe sold..
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Old 09-08-2019, 11:11 AM   #14
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so you have to be like an actor and perform for each type of customer you get, its not easy, you have to figure out
It took me many years to figure that out and bring myself to do it, but it's true. I've seen professionals that are terrible at what they do, but have a great following because of their personalities, and guys who are the best going, who get lots of complaints because of their attitudes. In the end, most customers follow their emotions above all sense, logic and reason, especially in this day and age with all of these movements.
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Old 09-08-2019, 11:17 AM   #15
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, In the end, most customers follow their emotions above all sense, logic and reason, especially in this day and age with all of these movements.



BINGO we have a winner......99% of people make a decision on emotion than anything else....big companies spend billions trying to figure out peoples emotions to sell them stuff....
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Old 09-11-2019, 07:47 PM   #16
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Scheduled a kitchen drain line for tomorrow morning. A little bit later got a text...

Hopefully they come out in order... if not y’all will figure it out, I hope.
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Old 09-11-2019, 08:40 PM   #17
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Scheduled a kitchen drain line for tomorrow morning. A little bit later got a text...

Hopefully they come out in order... if not y’all will figure it out, I hope.








I would have left out the bit about the urine bucket....LOL. Other than that, good job!
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Old 09-11-2019, 08:55 PM   #18
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I would have left out the bit about the urine bucket....LOL. Other than that, good job!
I can read customers even over the phone most of the time. She’s a veteran so the mentality is there to joke with her. Plus she’s a referral from my USMC buddy from the Vietnam area, his sister in law.

Connect with them on a personal level, treat them fair, with respect and they’re customers for life and will refer you out to everyone they hear has a plumbing issue. These are the customers I prefer.
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Old 09-11-2019, 09:34 PM   #19
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Connect with them on a personal level, treat them fair, with respect and they’re customers for life and will refer you out to everyone they hear has a plumbing issue. These are the customers I prefer.
I have been doing and experiencing that quite a bit lately, and am actually enjoying many of the customers. Some I even have to cut our conversations short so I can get the work done and/or get out the door to the next call.
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Old 09-11-2019, 09:58 PM   #20
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I have been doing and experiencing that quite a bit lately, and am actually enjoying many of the customers. Some I even have to cut our conversations short so I can get the work done and/or get out the door to the next call.
I met a guy who served on D-day years ago. Half hour of work, two hours later...

There are the customers you want to talk with and those you just want to be polite to. The latter is easiest to spot first. That’s when you go out to the truck to get cleaning supplies and come back in with phone in hand talking to someone you know and say “I’ll be there as soon as I can! Just finishing on this one. I should be there in 20 minutes!”.
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