You know, I'm always trying new techniques, new ways of getting my point across, and I'm not always sure about whether something new is going to work or not, so I'm constantly being put in the same situation you're in now.

I'll tell you what I do when I'm going to try something new. You know those calls you run where you know there's no way you're going to be able to sell them anything, you just want to do your job, get out and get on with your life? That's when you try your new stuff. I figure, what the hey, I'm not going to sell it anyway, so why not try something new? So maybe on the next call you run, when it's obvious they're not going to buy anyway, you can try some of the ideas I've presented to you, and who knows, maybe you'll be surprised.

If you've never tried anything like this before, you might be a little nervous about trying it now. You might be afraid of rejection or failure. That's healthy. The fact is, even after all my experience with maintenance agreements and the tremendous success I've had with them, when I go to a new town, until I get my feet wet and things start working like clockwork for me, I'm always as nervous as a cat on a hot tin roof. I never know in advance how I'm going to be received. But regardless, I always give the customer the opportunity to make the right decision, then I leave it up to them.

Don't become emotionally involved in whether or not they buy. It's their money, their equipment and their lives. All you can do is make the recommendation. It's up to them to make the right decision.

Don't just recommend agreements during the slow season when you feel you have the time. The busy season is your primary window of opportunity. I'm serious when I tell you that, at the end of the call, you need to be in and out of the house within five minutes. It really does not take extra time to sell the agreement, so don't close the door on your best opportunity by thinking you can't sell agreements during the busy season. That's when you sell them.

As a service tech, what is the purpose of your job?

When I ask this question in my live seminars, the answers I get are normally:

  • Repair equipment.

  • customers.

Get and keep customers.

All of these answers are correct, but I have an answer that I believe encompasses all of the above: to turn a profit.

That's really the purpose of any job in any company, isn't it? To turn a profit.

Keep that in mind while you're running your calls.

Naturally, you can't consistently turn a profit unless you do it right the first time and get and keep customers, but it all falls under the umbrella of turning a profit.