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Reliable Garage Door | FSM
Schedule
Client Interaction Stages

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Client Interaction Stages

1. Meeting Client (With Client)

Greet the client with sincerity, respect, and kindness during first contact, by phone and face to face.
Remember you are there to serve.
“You never get a second chance to make a great first impression.”
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2. Pre-Inspection Conversation (With Client)

Slow the overall interaction down if possible. Ask questions: “How’s the day going?” “How long have you lived here?” “How’s the garage door been working?”
Great opportunity to communicate our service philosophy.
Make good comments about condition of door or opener.
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3. Inspection (Without Client)

Routine is key here. Inspect all components of the door and opener.
Utilize visual, auditory, and tactile skills.
“An inspection is only as good as the inspector.”
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4. Inspection Conversation (With Client)

Inform the client of the immediate and potential repairs and maintenance to improve long-term health of the system.
Transparency builds trust.
“The more information you give, the more options the client has.”
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5. Building the Estimate (Without Client)

Take 5 minutes to utilize the information from the inspection. Build a thorough estimate that is specific, transparent, and credible.
Great estimates create trust.
“An estimate should be so clear the client feels they could hand it to a competitor and get the same result.”
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6. Estimate Conversation (With Client)

Share our solutions coupled with the financial investment.
Find opportunities to bundle value and create options.
Value is always relative to the client’s perception.
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7. The Repair (Without Client)

Complete approved repair steps, including all inspection items identified by you and agreed to by the client.
Fulfill all promises made, match or exceed expectations.
“If you don’t fix it right the first time, you will probably never be back.”
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8. Repair Review (With Client)

Review, educate, and demonstrate the completed repair.
Find opportunity to upsell service and maintenance agreements.
“A client has a better experience if they understand the work performed.”
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9. Closing (With Client)

Explain invoice, product and future needs in detail. Establish next appointment if needed.
Express honor and gratitude at the end of the call.
Gratitude at the end of an interaction builds trust at the beginning of the next.
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