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0:36

May think I have a smooth

0:38

voice. They can calm the sole.

0:41

That's. True. So. Why are

0:43

you about to listen to this guy instead

0:45

of listening to me? Your.

0:47

Host Brian or a this is the

0:49

A Tree She School Podcast I'm Brian.

0:52

This is in the space where a

0:54

short normally would be and is not

0:56

really a short, but it's a little

0:58

bit of a different conversation and it's

1:01

from our lead sales guy, lead residential

1:03

sales guy. Tyler. Tyler is somebody who's

1:05

been with us a really long time.

1:08

It he is an excellent salesperson in

1:10

all the right ways. Like he actually

1:12

cares about people. He came up as

1:15

a technician, he's been with us. A

1:17

long time. Really good with

1:19

people and. I asked him

1:21

to do a class A Training says

1:24

something you normally does but on positive

1:26

and productive. Client. Communication is

1:28

almost nobody, or I've never experienced

1:30

anybody who walks away. From

1:32

communicating the tyler without feeling like

1:34

it was both positive and productive.

1:37

And. I think he just has a very

1:39

good perspective on how to communicate with people

1:41

in a way that makes them feel scenes,

1:43

feel heard and ultimately makes them want to

1:45

do business with you and that front of

1:47

the face things and course and sales and

1:49

service or anything that we do. Is

1:52

the ability to have people trust you and

1:54

to wanna do business with you? entirely? Sure

1:56

I get about that. So this conversation. It's

1:58

nothing like earth shattering. But I think it's

2:00

refreshing. It's the type of thing you're gonna take away

2:03

some things you probably already knew but

2:05

hopefully encourage you that this stuff is

2:08

possible Tyler's very effective and very

2:11

positive and It results in good business

2:13

results in making money at the end

2:15

of the day and happy clients and

2:17

that's all important stuff So here we

2:19

go Tyler Claire about

2:22

talking about positive and productive client

2:25

communication Thanks

2:27

guys for coming in person today So

2:31

today's meeting in class is going to

2:33

be on positive and productive client communication.

2:35

So This

2:37

is something that I personally really enjoy

2:39

with our customers at Kayla's. I love

2:42

communicating with people I knew that

2:44

from day one with starting with Kayla's is just being

2:46

able to like communicate with people take care of people

2:49

I love how we were just

2:51

talking with Carl and Ronnie here about

2:53

how Amazing it is

2:55

just like being somebody's home to be

2:57

able to take care of that person to be

2:59

able to love them in a sense and Just

3:01

like be there for that and be a person

3:03

that brings solutions to the table So

3:06

I just did a little board here that I'm gonna

3:08

use for myself So the

3:10

first thing positivity is really

3:12

really important when we're communicating with a

3:14

customer now, however I think

3:17

that's probably the easiest thing now different

3:19

personalities So for me positivity for me

3:21

is one of my strongest suits I'll

3:23

get to the productive side, which is probably

3:26

not my strongest suit But I

3:28

think one thing too when we walk into a

3:30

customer's home whether we're trying to sell them something

3:32

whether we're trying to fix An AC system whether

3:34

we're just doing a maintenance. It's really

3:36

important for you to set the tone So

3:39

when I say set the tone is you just want to

3:41

be really consistent. You want to bring like a Positive

3:44

tone with your voice into the conversation like you

3:46

don't want to walk up like hey I'm here

3:48

for maintenance get started anything you

3:51

can immediately set that tone communicating

3:53

with that customer and that homeowner and

3:55

then the second one I put down is you

3:57

bring energy as well So you set the tone

4:00

and then you bring energy, you want to bring a

4:02

good energy into the room. Like again, if you walk,

4:04

your shoulders are slumped, but your body

4:06

language is just super lazy, people are going

4:08

to notice that right away. If somebody walks

4:10

into my home and has that,

4:12

there's an immediate thing where I'm like, this

4:15

is like somebody doesn't want to be here. That's

4:17

like an annoying feeling to have just

4:19

right off the bat. Now, I'll

4:21

jump down. I put this arrow,

4:24

I'm going to jump down. So you bring the

4:26

energy, but you have to adapt to the personality.

4:28

So you can't be this like overruling, super positive

4:30

energy right in front of their face because some

4:32

people don't like that. So some people

4:35

are going to prefer you to maybe

4:37

be a little bit quieter or be a little

4:40

bit less expressive. So you can figure that out

4:42

too. That's just adapting to the

4:44

personality, which I think will get a little bit more

4:46

into. So once you set

4:48

the tone, you bring your energy into the

4:50

room. The next thing is you want to build trust with that

4:52

customer. And that's a

4:55

little bit hard to do because again, you don't know

4:57

this person or sometimes you just first time meeting them,

4:59

you walk in and it's like, okay,

5:01

how do I build trust? And it's just being

5:03

like a really genuine person. It's

5:05

communicating in a way that makes them feel like you're

5:07

there for a solution and you're there to take care

5:09

of them. So that's, I think a

5:12

huge piece as well. Like if somebody

5:14

comes again, I'm going to use this example a lot,

5:16

comes into my home and in the first two minutes

5:18

of talking to them, I can usually know

5:20

whether I can trust them or not. And

5:22

that's just a really important step. The

5:25

next thing is I'm going to talk residential air

5:27

conditioning because that's what I do. That's my specialty.

5:29

So we'll talk about that positive

5:31

and productive client communication through that. Number

5:34

four on my list, you want to be assertive. You

5:36

want to make sure you're communicating what you're

5:38

going to do. You're going to assert yourself

5:41

into the situation. Or

5:43

if I'm selling an AC system, I want to

5:45

start being assertive. I want to start bringing things

5:47

to their attention. But then right

5:50

below that, and it could be above this, but

5:52

you can be assertive. You want to ask questions.

5:54

What are they looking for? What are their goals?

5:57

And then the big part is listen, that's

5:59

a big. thing. If you get in there and you

6:01

don't listen to the homeowner, whether it's on a maintenance,

6:03

Elliot, a service call, if I'm on

6:06

a sales call, if you don't

6:08

listen, they're gonna feel unvalued. Like they're

6:10

just gonna feel like a lot of people want

6:12

to talk, they want to express their feelings, they

6:14

want to express what their issues are. If

6:17

it's on a service call, you go there, the system's not working.

6:19

Listen to their experience about that unit.

6:22

What happened yesterday when the unit made a loud

6:24

bang outside, like those things you want to listen

6:26

to before you just jump into it. So

6:29

that is super important. And again, all

6:31

of this is adapt to the personality.

6:33

So sometimes people don't want to talk.

6:36

So you don't have to sit there and listen to them.

6:38

You can just be assertive and then move on. They don't

6:40

want to talk, they don't really care, they want you to fix

6:42

their AC and that's it. You don't have

6:44

to be their friend. Sometimes they don't want to make friends

6:46

with you. So you don't have to be that. You get

6:48

there, hey, I'm a technician, here

6:50

to fix your AC, what are we doing? But then sometimes

6:52

you can go to a service call and spend the first

6:54

five minutes just talking to the customer or even 10 minutes.

6:57

And that's going to help you in your diagnosing process as

6:59

well by listening to the customer.

7:02

If I'm on a sales call, I

7:04

would say a good 50% of people want to

7:07

just really, really talk. And I'll sit there for

7:09

30 minutes before even doing anything,

7:11

just talking to them, because they're expressing

7:13

how they feel, what they want, how their

7:15

home is, how long have they been there,

7:18

things like that. So those

7:20

to me are the positive things you bring all

7:22

of those to the table, set the tone, bring

7:24

the energy, build trust, be assertive, really,

7:26

really listen, and then adapt to

7:28

the personality. That's the part that's

7:31

just so hard to understand. And

7:33

you adapt to the personality, somebody's body language,

7:36

if they're having a bad day, and then

7:38

you come in there with a super high energy and

7:40

you're in their face, you're talking with them, that's not

7:42

appropriate, maybe because they don't want to be like, Oh,

7:45

my AC guy is gonna lift my spirit, like, you

7:48

know, you get there, and then you just find a solution,

7:51

fix it, and then he'll be really happy here,

7:53

she will be really happy. So I will on

7:55

this next part, talk about the productive. This

7:58

is where it gets really difficult. This is where

8:00

I really struggle. I think I've learned a lot

8:02

in the last even several months with this. So

8:05

you can be super positive and then miss

8:07

the productive part. And then

8:09

this entire list is completely irrelevant.

8:12

So this goes hand in hand, positive

8:15

and productive. So with

8:17

this productive, I think the first thing is clear

8:19

and precise. For me, if I'm on

8:21

a sales call, I can be really vague.

8:23

It's really easy to just be like a yes, man. Like,

8:25

Hey, this. Yeah, yeah, no, I can do that. People are

8:27

just naturally drawn to that of like, yeah, I can do

8:30

this. I can do that. One of

8:32

my downfalls, I think in sales is sometimes

8:34

I'm not clear and precise and people are

8:36

really smart and they can be like, so

8:38

let's say I close a system sale, they

8:40

sign the contract, everything. And they're like, Hey,

8:42

can I get six extra filters? I'd

8:44

be like, yeah, yeah. And they're like, I could probably

8:46

work that out. So my verbiage is like, probably

8:48

work that out. But then I leave and

8:51

I don't think about it. It's not on top of my mind where

8:54

I could just be like, no. And they'd be

8:56

like, okay, fine. Or I

8:58

could just be like, yes, write them an

9:00

email, put it in the call. Make sure we bring

9:02

six filters, but clear and precise where I can be

9:05

really like, I think in the past more so this

9:07

last few months, last year, I think I've been a

9:09

lot better at that, but just sometimes

9:11

yes or no is all you need to say. That's

9:14

in the Bible. Yeah. Carl says that's in

9:16

the Bible. So yeah. It says let your yes be

9:18

in your no be no. Yeah. Which is really, really

9:20

important. And it's really hard to do that. It is

9:22

simple, but it's hard at the same time. It is.

9:24

Yeah. It's kind of wild. Maybe that's why it's in

9:26

the Bible, right? Now, if I

9:28

say, yeah, you can have six extra filters and

9:30

then I don't do it. I'm ultimately one. I

9:33

forget about it sometimes because it's not the top of

9:35

my list. And then I'm ultimately in

9:38

a sense lying to them because we come there.

9:40

They're like, where's my filters? And then they're like,

9:42

we don't know anything about it. So then I

9:44

have to take care of that situation. So it's

9:46

a reactionary response of just

9:48

not being clear and precise. That's

9:50

one aspect of it. I'll share this

9:52

as well. One thing that Dre, Our

9:55

service manager, probably has experienced is Tyler said that

9:57

I could get a free maintenance. Your

10:00

that, right? A

10:02

few times that a sissy thousand last year. Yeah

10:04

and again that's because of a failure on my

10:07

part. To be clear and precise of usually it's

10:09

after the contracts on I would do the same

10:11

thing. People are like hey, can you throw that

10:13

in there I can friend and grand like. This.

10:16

Though that in there and it's like I'll see what

10:18

I can do or I might test of like idea

10:20

I can do that and then I don't prioritize that.

10:23

I don't go to the customer contract bad

10:25

as that. have them resign it because that's

10:27

just a lot of work and then I

10:29

forget about it. I don't have the capacity

10:31

to remember hundreds of customers' requests and that's

10:33

probably my biggest flaw right now that I'm

10:36

really, really trying to work on of. They

10:38

signed the contract and ask for maintenance. Now.

10:41

And. Okay, That's. The responses of

10:43

got recently That's a guy that so much

10:45

better for it's my hope Soul has. Really

10:49

is so. Again with this

10:51

solutions. When I do a sale for I

10:53

want to provide solutions for people. instead of

10:55

just sell them something before on a service

10:57

call, we want to provide solutions. I'll get

10:59

to that in a minute. That's obviously the

11:01

number one like he just you have to

11:03

be there to provide a good solution for

11:05

the customer. Next thing is follow up. This.

11:08

Is a really big one. It's gonna be

11:10

following up with a customer, but then if

11:12

you communicate something. With. A customer that

11:14

you've either one era say you're going to

11:16

do something. Or. You bring something up,

11:18

you have to follow up with that and make sure

11:21

that it's executed. So.

11:23

If. You're not following up. If you're not executing,

11:25

you're not going to be productive. I'll just go

11:27

through this list. Max: Really doing pretty good on

11:30

time here. I feel like I'm. Spacing

11:32

myself pretty well. So I guess that

11:34

twelve minutes and so. Productive.

11:37

This clear and precise solutions.

11:39

Follow. Up. Execute. And.

11:41

Then honor your word. Honoring your word

11:44

is really important because I think that's

11:46

such a huge thing in our industry

11:48

where again you say something when you're

11:50

there. The. Customer taxes themselves to it

11:52

but it's not written down and us on

11:54

on a contract. So a lot of companies

11:56

are going to be like what's on the

11:58

contract. But. If use. They had something to

12:00

them. Then. They're going to expect it. Innocuous,

12:03

I think we honor our words of we

12:05

just have to take her words really seriously.

12:07

So there's nothing more frustrating than a contract

12:09

or something in your home. And. Saying

12:12

they're gonna do something and then you're like

12:14

hate. like where's that thing Yeah, That's

12:16

what else not on the contract. That's really frustrating

12:18

as a homeowner. That's. The big part?

12:20

They're. So. The next thing

12:22

said I'll bring into that senators that

12:25

as we must take responsibility for the

12:27

words that come out of our mouth.

12:30

That's. A great thing just for life in

12:32

general. Something out a lot of us don't

12:34

do, including myself in the past like realizing

12:36

that are words are so powerful and we

12:38

have to take responsibility for what we say

12:40

and how we communicate with clients, How we

12:43

communicate with even our friends, family, spouses. Whatever

12:45

the case may be, we have to take

12:47

responsibility for the words that come out of

12:49

her mouth. The. Next thing. Is.

12:52

Situational awareness again tying and adapt to

12:54

the personality if you're on a service

12:56

call. I wrote down a couple fun

12:58

things I've ran into a lot that

13:00

I just enjoy like observing people, but.

13:03

Situational. Awareness like if you're a service call.

13:05

You. Start talking to the homeowner and he's

13:07

an old, let's say, an aerospace Engineer

13:09

Aerospace Engineer at Lockheed Martin. I'm going

13:11

to address the a little bit differently.

13:14

The service call or the sales call. Because.

13:16

One, he's probably smarter than me. or he is

13:18

smarter than me. And that case, Now.

13:20

The reason I do that is not to

13:23

kiss, bought or do anything like that. but

13:25

it's understanding usually how their minds work. If

13:27

somebody that aerospace engineer at Lockheed Martin they're

13:29

going want be really details, they're gonna want

13:31

to know everything, model numbers, what is happening

13:34

because their mind is that they want to

13:36

break it down and they want to fix

13:38

the issue with you. So. Lot of

13:40

times I take them with me, I'll walk them

13:43

out to the condenser so them what I'm working

13:45

on explains us to them. Sometimes they know just

13:47

as much as I do about it ac condenser

13:49

just because they did twenty four hours of research

13:52

and they'd like know a lot about it because

13:54

they take in information and process it really well.

13:56

So if it's an engineer, And a

13:58

sales call. a lot of time I'll

14:00

actually sit there and let them lead the conversation

14:02

because they know what they want. They're

14:04

not just going to be like, just give me some options.

14:06

Now they're usually going to like want to be a part

14:09

of the process the whole way. A lot of times I'll

14:11

go out in the truck, work on a quote. If

14:13

it's like a really particular person or an engineer,

14:15

I'll take my computer inside and talk with them

14:17

while I'm working. While working on

14:19

a quote and bringing up options and

14:21

breaking down the process and seeing what they want. Next

14:24

one, service call or sales

14:26

call. This goes for technicians and salespeople

14:29

as well. A computer programmer.

14:32

This is a fun one. This is a customer

14:34

that I've ran into while being on a service

14:36

call a lot. And they're going to

14:38

be all about the technical details. Thermostat.

14:41

How can I hook up this thermostat into my like

14:43

whole home smart system? They're going to ask me questions.

14:46

They're typically a genius in a certain

14:48

field of computer programming or coding. So

14:52

with that, I'm not going to outsmart

14:54

a computer programmer like when it comes to controls.

14:57

So I'll tell them what just the basics

14:59

are. And then I will let them ultimately

15:01

figure it out like from a programming standpoint.

15:03

That's just again a tip from a sales

15:05

perspective is understanding that customer and then changing

15:07

my tactics as far as how to communicate

15:09

with that person. Now and

15:11

then here's another one. You go

15:14

to a contractor's house. They're a general contractor,

15:16

maybe a roofer. But what are

15:18

they interested in a lot of times? Numbers. I

15:21

know how much an AC unit costs. I know exactly how

15:23

much that condenser costs. So I just

15:26

want the best numbers. So it's like, okay, well,

15:28

how do you address that situation? Or you go to

15:30

a service call capacitor $300. That's

15:32

an $8 part I can order on Amazon right now. And

15:34

it's just like, oh, goodness. And that can be that like

15:37

riles me up right away because I'm just like this guy.

15:39

Like I'm here to fix your AC and you're telling me

15:41

how much a capacitor is. But yeah, why didn't you just

15:43

order it and do it yourself? So those things you've got

15:45

to work out and just be like, look, sometimes you can

15:47

be really straightforward with them. Hey, you don't even have to

15:50

go to all the details of the cost of what it

15:52

is to come out there and fix the problem. Just

15:54

that this is what we charge and just be

15:56

really clear and precise. If you

15:58

don't want it, totally understand. Here's what

16:01

I'd recommend. Here's the other things I'd recommend. And

16:03

they might blow you off or they might just do their act

16:05

of it. Like, I actually don't care. They just like the fight.

16:08

A lot of people like the fight. They

16:10

love it. And it's just like, for technicians it's really

16:12

hard because we don't want to fight with people. But

16:15

some people will just, choose a nail, go

16:17

at you on pricing, and just bother you

16:20

all the time. And then at the end

16:22

of the day, they're like, sure, just do it.

16:24

It's fine. And then they love us. And it's like, so

16:26

confusing. But that's just

16:28

some of the different assets there. They don't

16:31

actually care about really much. Like, a

16:33

typical contractor isn't going to care about a whole

16:36

lot other than the numbers. But he's just going

16:38

to fight tooth and nail for a few bucks. And

16:40

you've got to learn how to overcome that. Obviously, because

16:42

we're not going to take money off we're in because

16:44

he's giving us a hard time. For a capacitor or

16:46

for whatever the case may be. So that's

16:48

all of that I wrote down. I'm going to pull

16:50

a couple notes up here. Any questions

16:52

from anyone? Take those,

16:54

no. One of the things that always got me

16:56

when I had my company, that I would talk

16:59

to people, you know, you're talking about people, things

17:01

on the contract and they say, well, don't you

17:03

remember this? And you have no recollection of it.

17:06

You've got to remember that maybe you're the

17:08

third company they've talked to. Yes.

17:11

And so they come in, you're the third person that's

17:13

come in there in Delaware and everybody else is coming

17:15

there and giving them all these different

17:17

options. And they

17:19

can't remember who gave them what. And

17:21

now they're insisting, after you write the

17:23

contract with them, they're insisting, don't you

17:26

remember we talked about this? Yes.

17:29

So that happened to me a lot where they

17:31

would say, don't you remember we talked about it?

17:33

Or even if you did, maybe you did talk

17:35

about it, but it wasn't an option they chose.

17:38

And so are you going to paint my

17:40

porch? Well, no, okay, never mind. I don't

17:42

want to do that. Well, now

17:44

at the end, the porch isn't painted and they go,

17:46

you're ready to leave? Right. So,

17:49

wait a minute. Yeah. So I got

17:51

in the habit of anything that we

17:53

discussed, I would say what we were

17:55

not going to do as well. So

17:58

if it was a discussion, it was maybe. going to

18:00

be an option I would put in

18:02

there this is not included yeah and

18:04

it saved me a bunch of times yeah

18:06

very yeah so that's really

18:09

good point written which is

18:11

here is his first knowledge of this right

18:13

being an install manager and just a

18:15

really good installer. Elliot's

18:17

running into it I know where Stewart has already

18:19

ran into it he's only been here for a

18:22

little while. I was like where's this

18:24

where's my thermostat? yeah

18:27

I never even talked about a thermostat with them

18:30

and it is because they got five quotes and

18:32

they're just confused so a

18:34

big part of that again positive

18:37

and productive client communication is how do

18:39

we handle that question let

18:41

me talk to Tyler let me see what that's about like

18:43

okay we can come back to hey it's not on our you

18:46

can say this like it's not on our contract we

18:48

can offer a thermostat but here's the cost on it or

18:50

whatever the case may be and then

18:52

I can even call the homeowner and have a

18:54

conversation with them. That's the biggest thing is making

18:57

sure especially with us to go over what was

18:59

included first thing when you get there so you

19:02

have that initial conversation so you don't get surprised

19:04

by that it's like five o'clock at night yes

19:07

they're asking that it's a little late to

19:09

do anything initial conversations are the like a

19:11

huge huge part that I think a lot

19:13

of us miss that yeah it's just like

19:15

massive like having a ten minute conversation on

19:17

a service call on a maintenance on an

19:19

install it's like a really

19:21

really important part is understanding that customer knowing

19:24

what's included what you're gonna do and have

19:26

a game plan again to go

19:28

off on that part looking at past

19:30

calls even on installs or service if

19:33

you brush up on what that customer has already

19:35

gone through what they've experienced then you'll

19:37

have a better idea of what you're going into

19:40

there's nothing fun about showing up like we've had

19:42

a mindset leap for years you didn't get to

19:44

it right yeah here's two things

19:46

one I think you're answering

19:48

my first question you spent a

19:50

lot of time talking about the

19:52

initial engagement and communications during yeah

19:54

really that the back end of

19:57

that is sitting down and review

19:59

everything and then you discuss

20:01

asking them the question, is

20:03

there anything that I've missed? It

20:07

is exactly how you remember it. And

20:09

then that becomes the talking points

20:11

for the install team. And

20:14

when they show up, the first thing

20:16

they do is, okay, you met with

20:18

Tyler and Tyler's fully informed us on

20:20

what he agreed to in reviewing that

20:23

and saying, is there anything that we're missing? Is

20:26

this what we've got from Tyler? And this

20:28

is what he reviewed with you before he

20:30

left. Yeah. And then the other is

20:33

more of a question. Can you talk

20:35

a little bit about questions that you're not

20:37

gonna answer? I

20:39

think that's a really important thing to talk

20:41

about. Just, you wanna

20:43

be clear and concise. Throughout

20:47

those issues, you want to provide

20:49

solutions. All that stuff's really good,

20:51

but what questions are you not

20:54

gonna answer? And so maybe

20:56

that's part of the sales.

20:58

Okay. I'd

21:02

have to give that a little thought. Well, for

21:04

example, one thing might be, I'm not gonna break

21:06

down my cost. Yeah. I'm not gonna

21:08

tell you that. Yeah, I'm not gonna

21:10

tell you what my margin is, and

21:13

I'm gonna tell you what my markup is. Wait, this guy

21:15

will ask? Yeah. Who's

21:17

right here? Uh-huh. Yeah, that's definitely one good

21:19

point. Yeah, not breaking down costs. Well, okay,

21:21

let's see. I wish there's a family or

21:23

a cost to pay costs. We'll

21:26

look it up online, 250 bucks, and it's like, I'm

21:28

not gonna break down how much I actually paid

21:30

for them, or what's my wholesale cost? It doesn't

21:32

matter. Like, here's what our price is for that.

21:35

Yeah, that's a good point. I'll have to

21:37

make some great decisions. Oh, yeah, sure. So

21:39

that final review as well,

21:41

once you finish, is really awesome.

21:44

I think, yeah, one of the

21:46

obstacles is, I'm a

21:48

horrible sales person. I love building

21:50

relationships. I love helping people.

21:53

But when it gets right down to

21:55

it, I find myself sympathizing with the

21:57

customer. And thinking, yeah. I

22:00

feel somebody just said, hey, by the way, I need to

22:02

get a check for 12 grand right now.

22:04

Yeah. And it's painful. And

22:07

so the sympathy part of it is,

22:09

but therein, I think

22:11

that's why it's your point. You're

22:13

talking about the opportunity to provide

22:16

solutions and knowing your value and

22:18

all the training that's been invested in you

22:21

and all those things. I know that intellectually

22:23

and I appreciate people that do that well.

22:26

Yeah. I can't do

22:28

it. I appreciate people that can. Yeah.

22:31

So one thing I got like five minutes, four

22:33

or five minutes left that I wanted to

22:35

discuss and that I wanted to personally voice

22:37

it and take responsibility for this too, is

22:40

that tying into this, we must take responsibility for the words

22:42

that come out of our mouth. What's

22:44

really important is a lot of times there's

22:46

different people that are doing different things. So

22:49

if I'm on a sales call and we

22:51

sell an install or I have a conversation

22:53

with a customer and then I pass it

22:55

off to somebody, now it's my responsibility because

22:58

I communicated with a customer, I

23:00

pass it off to someone and then I could be like, all

23:02

right, I walk away from the situation. They're going

23:04

to figure it out. Now what that is, is I have

23:06

to take responsibility for that person to complete what I

23:08

said was going to be done. And

23:11

that's where I think so many companies run

23:13

into that issue with customers is

23:15

that person who has a conversation with a

23:17

customer passes it off to somebody. That

23:19

other person then passes it off to somebody

23:21

else. And then it's lost in translation.

23:23

And that person may never even call the customer or figure

23:26

out the solution. I'm going to be really

23:28

conscious of that, of if I say something to the

23:30

customer, I'm going to make sure that it gets done.

23:32

If somebody calls me, when's my inspection? I'll look into

23:34

that for you and let you know. I

23:36

send it over to the permit team and then the

23:38

permit team sends it to maybe somebody's

23:41

out on vacation or whatever the case may be.

23:44

And then goes to another person. I just sent it to

23:46

the one person that I needed to and then I'll walk

23:48

away from the situation. And that's, I can't

23:50

do anymore because I have to make sure that that's going

23:52

to get handled or even Dre. Like if I

23:54

say Dre, I've got a really big issue. This

23:56

customer, I explain the situation to him, but then I walk away

23:59

and never think about it. it again, it

24:01

would be really smart for me to come back to join and

24:03

say, Hey, like, was that handled? Did we come to a solution?

24:05

Do I need to follow up with the customer again? So that

24:08

to me, I think is really important, like an install manager,

24:11

like I could be like, Alright, Britain, just figure it out.

24:13

Just take care of it. And then

24:15

I remove myself from the situation. And

24:18

then it's like, I have to step in

24:20

and make sure that it's getting done. Because I said

24:22

it, I moved it, I brought it into action, I

24:24

have to make sure it's completed. And

24:26

I think we all have to do that at Kalos, Carl,

24:28

Elliot, like if you say something to a

24:31

customer, make sure that whatever you said is

24:33

going to be completed and closed out. So

24:36

that's one of my biggest flaws as well is

24:38

like, I'll tell a customer something and then I'll

24:40

just pass it to somebody else. Because that's their

24:42

job, quote unquote. And then I just walk away

24:44

from the situation. But it is my responsibility. It

24:46

is their responsibility to make sure it gets done.

24:48

But we all have to work together as a

24:50

team. Because if none of

24:52

that gets done, well, then our productive side falls

24:54

off the map. And if I could communicate positively,

24:57

but then it doesn't go over to this section,

24:59

it's not productive. And then it's worthless. It's actually

25:01

worse than communicating at all. That's

25:03

something and then a couple more minutes. I

25:05

actually skipped over this as a technician or

25:08

sales guy, you sometimes walk into like a

25:10

customer's home, they immediately start

25:12

talking about their misfortune. That's a big one. We

25:14

see Dre deals with it all the time. I'm

25:16

like, you guys see this a lot with residential

25:18

homeowners. Well, like they you walk

25:20

into the house. And you try to bring

25:22

this set the tone bring a good energy. But they're sitting like, yeah,

25:25

I had to replace the roof. Another

25:28

AC company rips me off. This happened, my

25:30

dog died. And it's just

25:32

like this sob story. And you feel like really bad

25:34

for that customer. So you have two choices there. You

25:37

can jump in it with them, which usually

25:39

isn't a good idea, because it's like, it's not going to

25:41

be helpful. Like, oh, yeah, what's the name

25:43

of that AC company? Oh, yeah, they're terrible. I hate

25:45

them. Like, no, you want to like move past that

25:47

you want to listen to them. Just

25:50

let them get it off their chest. And

25:52

then elevate above that, like acknowledge and listen to

25:54

it, but don't sit in it with them. So

25:56

just be uplifting and helpful. And hey, I'm here

25:58

to help. How can I help? I

26:00

am a really sympathetic person. So a

26:02

lot of times I could sit in that or talk with them about

26:04

it. It's just one of

26:06

those things where you've got to not get out

26:08

of the trenches and just like, hey, I'm here

26:10

to provide a solution. Let's talk positively about this

26:12

situation. I'm not going to badmouth

26:14

any other company. I'm not going to badmouth

26:17

your roof contractor. That sucks that

26:19

your car broke down. You can do that and save

26:21

those things in a really nice way, but just move

26:23

on from the situation. Dre, anything on that? You deal

26:25

with that a lot, I'm sure. Yeah, it is hard

26:27

to be in a society where you get more of

26:29

the solutions. Okay, sometimes

26:32

it is that human

26:34

beings, we're human beings and we're

26:36

wired to pick up on each

26:38

other's energy. Yeah,

26:40

I'm not staying there. I'm here

26:42

to provide solutions. Yeah,

26:44

but also being receptive to what they're saying, like they're saying,

26:46

because you can feel their energy too, and they can feel

26:49

yours. So you don't want to just go, go, Holly, let's

26:51

get this over with. I've been on service calls where you're

26:53

like, you don't really even need an AC technology. This is

26:55

a stupid thing right now. Honestly,

26:57

legitimately, a child, a child, a gal that

26:59

has lost her husband that's 60 years in

27:02

the villages, like this way, he

27:04

just needs some human interaction. And

27:06

then we got down to the brass tacks and the

27:08

service call afterwards, and

27:10

it did further build that trust. That's a

27:13

good one. It's an advantage of acknowledging humanity,

27:15

and then we have to deal with the

27:17

mechanical and the technicalities as well. Yeah, that's

27:19

a good point. It is important to listen.

27:22

And if there is like a truly bad situation, to

27:25

be just there for that person. And that's what Ronnie

27:27

D. Trick and I were talking about. You just be

27:29

there for that person. You love that person. And

27:32

you can do that really genuinely, situations like that.

27:35

And you can sit in that and just listen to them,

27:37

because that's all they sometimes need, right? Is to just talk

27:39

about if it's an elderly lady, just

27:41

lost her husband of 60 years. Like that's heavy,

27:43

right? And her AC breaks the next day. That's

27:45

like, okay, here you are in her house. And

27:47

that's an important thing. Again, observing and adapting to

27:49

their personality and just listening to them. But if

27:51

it's just like a sob story about their finances,

27:54

that's a different thing, because it's like, this

27:56

is your home. And it's like, I'm just here

27:58

to help. I'm not gonna go. through your last 10

28:01

years of financial distress. I would

28:03

just like maybe putting some bones around cost and

28:05

all of that. Because when you get into

28:08

the sob story and the dog needs his

28:10

dental work and it's always a dog. Yeah.

28:13

It is not a dog. How do you

28:15

do something to that? We take better care

28:17

of our pets than we do ourselves. Especially

28:19

in the villages. Yeah,

28:21

correct. Like it costs

28:24

money and it's expensive. But

28:26

how do you deal with

28:28

that? People don't realize how

28:30

complex indoor air quality, indoor

28:32

discomfort is. Like the system is.

28:35

Yeah, I guess I did some tricks on that one. I

28:38

think are helpful. How do you deal with that? Oh, this

28:40

is blah, blah, blah, blah. Yeah, for sure. Listen, but oh,

28:42

wow, that's really expensive. How do you navigate that? The

28:44

really expensive part? Again, that's just tough. Like it is what

28:46

it is. There's no way to like say, okay, it's going

28:49

to cost $3,000 and then you're not going to necessarily

28:55

change their mind depending on. You can change their

28:57

mind, but they're still going to have to pay

28:59

it. And you can help them work through why

29:01

it's that much, not breaking the cost down piece

29:03

by piece, but just like, it

29:05

is what it is. And this is what it's going to require

29:07

to get your AC back up and running. I'm not giving it

29:10

value. Like if you, I'm not bringing in the price, it's like

29:12

saying this is what this is going to do for you because

29:14

you may not know. But you hear like, okay, what

29:16

does that even do for my system? And like, oh,

29:18

what's going to do this, this, this, this, this? This

29:20

is why it's so much is because the value you're

29:22

getting out with that money. And they

29:25

kind of understand what they're paying for and not just

29:27

a price tag. I think it

29:29

helps. Yeah, cool. Well, I know I'm really scattered

29:31

that this is my first time speaking like this

29:33

in a setting. So it's hard to keep all

29:35

my thoughts. Final thing. I

29:38

just wrote this down. Be truthful. It's such

29:40

a huge thing. If we're

29:42

just super truthful all the time with ourselves,

29:44

with people we communicate with, with our clients,

29:46

with our coworkers, it's just so good. Just

29:48

be truthful. I was reading

29:51

this morning in Proverbs. It says truthful

29:53

lips endure forever, but a lying tongue

29:55

is but for a moment. We

29:58

can really unintentionally lie. We have

30:00

to understand that, we have to realize that and dig

30:02

down deep into ourselves and be like, I

30:05

need to be truthful with everything that I say. Because

30:07

if you're truthful with everything that you say, things

30:10

are gonna be a lot easier, you're gonna sleep

30:12

better, your soul is gonna be better. When you unintentionally

30:14

have a lying tongue of things, I've been there, I've

30:16

done that, I've lied to people. It

30:19

literally keeps me up at night sometimes thinking about it

30:21

in the past. Where when I can

30:23

be really truthful with somebody about everything, it's gonna

30:25

make life so much better. Even if you don't

30:27

close a sale or close a deal or whatever,

30:29

if you're just truthful with that person, that's what

30:31

matters too. I can lie and sell somebody a

30:33

system, but that's not what I do,

30:36

that's not what Kalis is about. We're not gonna sell

30:38

them something through that channel of

30:40

lying. That's what most people do with

30:43

sales, is they just make up stuff and they just lie

30:45

about it. And this is a two stage unit and it's

30:47

just a two stage fan, not a two stage compressor. There's

30:49

ways you can just make things seem better than they really

30:51

are. So just searching ourselves,

30:53

understanding, let's be truthful with our clients,

30:56

truthful with our code workers, truthful with

30:58

ourselves. And I think that's an

31:00

awesome start to good communication. Say one

31:02

thing. You're talking about the situations

31:06

where you're dealing with the engineer and the contractor.

31:08

It's not gonna be obvious or apparent that they

31:11

know things sometimes about their conditioning. So if I

31:13

say, hey, this part has failed, and

31:15

they ask me why, and I make something up because

31:17

I don't know. Exactly, you will get caught. You will

31:19

get caught, whether it's right there in that moment or

31:22

a week later. You can't cover your tracks when you

31:24

lie. You just can't. It's

31:26

always best to be just honest about it upfront. You have

31:28

to say, I don't know why this has failed, but I

31:30

know it doesn't fail or something like that. Because

31:33

I think that... If you don't know, just

31:35

own it. Yeah, exactly. And then figure it

31:37

out. Maybe find somebody and make a answer.

31:40

And sometimes those people can be some of the

31:42

best people to work for, like during an install.

31:44

I feel like when you do an install for

31:46

a contractor or somebody who's worked in the industry

31:48

before, they appreciate your work so much more and

31:50

use it as a motivation to do your best

31:53

because they're gonna value what you do more than

31:55

the lay person who just wants it to

31:57

look great. Yeah, tying into that proverb, truth-delivered.

32:00

into her forever but a lying tongue is but

32:02

for a moment. A slimy technician or sales guy

32:04

usually is gonna jump from company to company company

32:07

and that's just what happens because they see the

32:09

grass is greener over here and they burn the

32:11

fields with lying they move over to the next

32:13

one but it's like that truthful I

32:17

don't know I don't know why I failed or

32:19

I actually don't know the answer to that question. It

32:22

can be really powerful just being truthful with it. Just

32:24

give me a moment I'll find an answer for you.

32:26

Yeah I'll look it up I don't actually know the

32:28

answer to that. I don't know the process I've done

32:30

that we're like hey let's Google this together. I don't

32:33

know this whole thing you thought let's look it up.

32:35

Yeah and you want to do it in a way

32:37

that you care about like oh yeah I have no idea. It's

32:39

not my problem. So there's different ways to go

32:41

about it but that's cool. Here's the bill, have

32:43

a good day. Cool. Thank

32:47

you guys. Big

32:58

thanks to Tyler. Big thanks to you for listening. We'll

33:00

talk to you next time on

33:02

the HVAC School Podcast. If

33:20

you enjoy the podcast would you mind

33:22

hopping on iTunes or the podcast app

33:24

and leave us a review we would

33:26

really appreciate it. See you next week

33:28

on the HVAC School Podcast.