Scripts


#1

Do you guys have your lead techs/employees memorize scripts for interaction with customers? Anything for when they show up on the job site? I’ve got a friend who managed a company of 90 people and he said that if you have employees memorize scripts they’ll still pick up nasty little habits with customer interaction I won’t want as an owner. What’s your experiences with employees and trusting them with customers own jobs by themselves?

Thanks!


#2

We don’t have them memorize a script more like key bullet points to hit.


#3

What kind of bad habits


#4

I’m guessing you might end up sounding like you’re reading from a script. Dry and emotionless.

Or don’t really learn how to improvise or answer specific questions.


#5

From my experience in sales, a set script is death. Bullet points yes but a set spiel is bad. Noone buys the same as anyone else. Your verbiage has to be flexible enough to adapt.


#6

i think a set script is excellent for arrival at the job, finishing up etc.
@Send_Jim believes they are essential.
the only reason a script need to sound like its being read is if it has not been practiced enough.
this is something i learned when i went into new home sales at 18. one of the books i read said to right out your demonstration of the home and practice it until it comes out naturally, it works.
in my retail stores i could always tell when an employee was not following the script because they would have mistakes or misunderstandings with customer orders which was impossible if you followed the script.
customers really appreciated it too although they did not know they were appreciating a script but they liked they way they did not have to work hard to get what they wanted. the script guided them through their experience with my stores.
we got business from accross the city that should have gone to other dealers that were closer to the customer because of our phone scripts.


#7

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#8

Nobody wants robots ! I never use scripts per say. I usually say the same things but different every time. Like I’m talking to a respected old boss that I was cool with :wink: I think a script can come off very fake . I used to have a little script I guess when I first started getting storefronts didn’t work very well. Now I always try and start off with a question…any question just to get them to interact in the conversation. Like hi I’m luke I just saw that your store opened how’s business so far? And usually the conversations can become a bit more organic and then I can slide into a sell. Pretty much the same with res clients as well.just my 2 cents


#9

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#10

Amen ! I’m always trying to get a smile or a laugh out of somebody.


#11

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#12

Yup and a sincere compliment helps too. Not fake like o nice house. But something specific that you actually like. Sincerity can go a long way…most people can read right through crap.


#13

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#14

Ha ha you have yet another great point. Like you said for another thread.


#15

Hey dude, thanks for the input! I enjoy watching your youtube channel! This is off topic, but I was just on a job today with a skylight. Do you have any suggestions to keep the black water from dripping down the sheet rock? I haven’t found a solution yet, and sometimes it discolors the customers walls…


#16

a bad script is bad.
a good script presented poorly is bad.
a good script presented well CANNOT BE IDENTIFIED as a script.
a good script presented well guides the customer and employee thru your process quickly and accurately.
@luke3636 what you are describing sounds very close to a good well presented script to me :slight_smile:


#17

fantastic for overhead work.


#18

I use the least amount of water possible. Depending on how dirty they are in might try and dust then first then I use my excelerator to clean them


#19

You have to have a script nailed down and make it your own so it sounds natural, or you come off like a crappy telemarketer. But you need to be ready with a sincere, concise message in reply to a customer when they say things like"your price it too high" or “I already have a window cleaner”. If you aren’t prepared and sit there hemming and hawing with 1,000 ugh’s, you look like an amateur. There are a few natural born salespeople out there, but most of them are too lazy to clean windows for a living. Best thing to do is think of your most common objections, write out your response, and practice, practice, practice until it doesn’t sound like a script.


#20

I still don’t know how to include more than one person in a reply other than tagging them like @Davis

But I really like your guys advice. How do each of you come up with the most diplomatic scripts? Are there resources to learn from, or should I just call companies and see which of them sound the best and mold mine from the best I see in different industries? Thanks!