{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"Why Customers Say No When Techs Are Right","description":"Every tech has had this write-up. The outlet in his garage was cracked and gummed up. You told him it wasn't safe, because it wasn't. He said no. Here is why. He has never been shocked out there. It has never tripped on him. So what you told him was a story about something that has never happened. Now say it the other way. That outlet is broken. If it ever trips, it probably won't reset. His bandsaw won't run. Nothing he has plugged in out there will run. Same problem. Different reason to care. Chris Elmore puts three things in order on this one. Is it safe. Is it working the way the maker built it to work. And how the customer uses it and lives with it. Techs rank it safe first. Customers put how they use it first. They can't tell if it's running right, so if they can use it the way they want, they figure it must be working, and if it's working it must be safe. Chris says the logic is 180 degrees out. He is not telling you to skip the safety talk. If something is unsafe, you have to address it. All three get presented. But lead with what he stands to lose. People buy on emotion and justify it with logic. A danger he has never lived through isn't emotional. Losing what he uses every day is. In this episode: -Why techs rank safety first and customers rank it second or third -Why "I can use it" turns into "it must be safe" in a customer's head -What your customer can feel and what he can't... air and water, but never electricity -How to lead with the loss without skipping safety or the manufacturer spec -Why selling a possibility is harder than selling a probability -The cracked outlet in the garage, and the wording that would have -changed the answer -Why this hits hardest on yellow items, and why red items mostly take care of themselves Windshield Time is the podcast for techs in the trades... HVAC, plumbing, and electrical. Hosted by Chris Elmore. Talk to Chris: elmore@servextra.com Free downloads and past episodes: https:\/\/www.servextra.com\/episodes\/ Spotify: https:\/\/open.spotify.com\/show\/5DlsGABopPu9Qq9NNhK4hu Apple Podcasts: https:\/\/podcasts.apple.com\/us\/podcast\/windshield-time\/id1386770507 Join the next class: https:\/\/www.servextra.com\/press-play-training-series #WindshieldTime #Technicians #Trades #HomeServiceBusiness #ServiceExcellence ","author_name":"Windshield Time","author_url":"https:\/\/www.servextra.com\/","html":"