Have you ever taken the time to think about the relationship between being an expert in your customers’ homes and how that affects their buying experiences? I’m referring to not only being a technical expert, but also an expert in customer service and connection.
First, how do we define an expert? The simple definition is: someone with superior skills and knowledge within a specific area. How does a technician in our industry become an expert? This is the more complex question. Obviously, training and experience provide the foundation, but so much more is involved when we start considering how our technicians are interacting with our customers. It’s critical for our technicians to demonstrate themselves as experts at every level throughout the customer experience.