Let’s assume there was a fire at 742 Evergreen Terrace where Mr. & Mrs. Simpson live with their 3 children, dog and cat.
You receive a notification from KickFactory Events. You look over the information and determine it’s a job you’d like to work. Before you head over, you decide you want to talk with the property owner first – so you call on them.
A lot of this you already know and do, but it bears repeating.
- Empathy will be your greatest tool. The ability to see the situation from the perspective of the homeowner or business owner. Feeling what they feel. Seeing what they see. Recognizing the fears and anxieties being surfaced for them.
- This may be the only time in the life of the customer they experience a fire, water damage, etc. You need to present options for them to choose based upon your experience. They will not know what to do because it’s something they go through infrequently or never. You’re the expert because you do it everyday, present yourself as such.
- You may have anxiety over how the customer will receive you on site or over the phone. The customer is not thinking about you, they’re thinking about themselves and what they’ve lost. They’re thinking about “how do I put my life back together.” Your job is to be empathetic and let them know you’ve got the experience, tools and team to make this happen right away.
Making the Call
You: Hi, this is [Scott Lewis] from [KickFactory Restorations]. I just heard the news that you’ve had a fire at your home.
You: Is everyone OK? (You ask this open ended question to get them talking).
Homeowner: Yes, everyone is safe. The house is pretty badly damaged.
You: I’m really sorry to hear that.
You: Can I come now and visit with you for a few minutes and see the property? I’d like to see if we can begin to help you put your home back together.
You: Is there anything that I can bring to immediately help? (You ask this open ended question to get them talking).
Homeowner: No. I’m not even sure what we need right now.
You: I understand. It’s OK if this feels overwhelming. I’ve done this [100+] times now over the last  years, so I’ll help you sort things out.
You: I’ll get in my truck now and be there in 20 minutes. (Set the appointment)
Homeowner: Thank you.
The overall objective of this call is to get the permission to come and visit with them in person.
If the homeowner asks “how did you know about the fire?” The easiest answer is “I saw it in the news. We’re always looking for situations like these where we can help. Can I come by and take a look at the damage and see if we can help?”
If they press you on this point, you can let them know you subscribe to broadcasting services that notify you when events like this happen.
If the customer is flustered by the opening and does the “wait…who is this…who are you again….”, you go straight back to “This is [Scott Lewis] from [KickFactory Restorations]. I’m calling because I see that you’ve had a fire.” You pause for 2 breaths here to let that information sink in for them and then ask “Is everyone OK?” And then you’re right back on script.
It’s important you supply the context for the conversation, not just who you are. The conversation is about them and their problem, not who you are.
Like all things in life, if you don’t put in the work, you’ll never reap the benefits. That means if you’re not making the calls to these prospects KickFactory is not going to increase the number of jobs you’re running each month.