When options are framed around lifestyle improvements rather than just technical fixes, customers are far more likely to engage, understand the value and ultimately choose what’s right for them.
Editor Kristen Bayles spoke with Blake Turner, master trainer at Nexstar, to discuss the misconceptions surrounding "upselling," and how through a few simple steps — focusing on communication, presenting options, and helping customers make informed decisions — contractors can improve both the customer experience and their business outcomes, without ever feeling like a salesperson.
The days of folded paper maps and crank car windows are long gone. The cars of today practically drive themselves with features like park assist, lane detection and rearview cameras.
I have seen and experienced a large number of events, situations and changes in my career, which includes many years in the plumbing industry with a family of more than 20 plumbers and having my own master’s license since 1976.