Arkansas HVACR NewsMagazine September 2022

HVACR NewsMagazine September 2022

Feature Story

LEARN When we move to make a sale, we need to follow the LEARN protocol. When things go wrong, we must follow the LEARN protocol.

Assure Assure customers with reasonable explanation and practical expectation why a particular process must take place. If a problem exists, assure everyone involved that the company would work to complete the process. Of course, it is best to run the office and field to get things right the first time. This part of the business never happens by accident. The owner or manager must devise processes that follow every work step, leaving no one out of the picture. Review Review information prior to making quick judgments. If you are not sure of information you are about to give, request time and include research in your solution. It is better to place a question on hold or take time to research rather than make a bad judgment call or promising something you may or may not be able to deliver. You can do an excellent job day after day, and one bad statement or decision will hurt your creditability. Notice While Notice is the last letter of the acronym LEARN , the entire process of your visit, discussion or interaction must include active awareness on your part from the very beginning of your visit or communication. If you notice a disturbing direction in conversation, you may need a course correction or you may need to disengage entirely. Ruth King says it repeatedly. “Sometimes it is best to fire the customer”.

❖ L isten ❖ E mpathize

❖ A ssure ❖ R eview ❖ N otice

Listen without interrupting. Employing a graceful pause is a great way to avoid talking over someone. While your quick reply may be no more than an attempt to be helpful, the other person may assume you are cutting them off or trying to make a point that could be taken as a combative comment. Listen with your body. Ninety percent of communication is body language. Listen to overcome a wrong impression or miscommunication. Listen for an opportunity to overcome obstacles. Empathize Empathy is demonstrated with body language more than words. Customers are much more receptive to a suggestion or correcting miscommunication when we approach the issue with a disarming demeanor. A customer may have a legitimate reason for actions taken, or a request made, no matter how they look at first glance. If the customer expresses a concern, a simple head nod may completely disarm the complaint. Customers want to be listened to. Not talked over. Most folks don’t want to complain. Where problem exists, note the problem, and call in any necessary resources.