Service technicians often experience a tentativeness with new customers. Selling initial upgrades can take a backseat to trying to put the homeowner at ease and establish a relationship.
But realize that taking on a new account puts you in a unique position of authority.
“Typically, when clients start with a new company, it’s a new slate and their philosophy is ‘let’s bring the pool to where [it should be],” says Mark Pifer, owner of Royal Pool Management in Venice, Fla. “Unless they’re just changing for the price, they’re dissatisfied with something else and they want to do what’s right for the pool.”
Lousy service techs that lose accounts can leave a trail of mistakes behind them. It’s your job to identify these deficiencies and make the homeowner aware of any mistakes that may have been made in prior years of service.