Matt, How Do You Use the Form Method When Speaking With Customers?
In this edition of "HVAC Skill Builder," Matt discusses how to use the Form Method when speaking with customers.
Q: How Do You Use the Form Method When Speaking With Customers? A: Well, the form method is what I like to consider some safe talking topics. So again it's being family, occupation, recreational activities, and material possessions so these are stuff that you can go in there and recognize the customer to get you on the same page as them. Now, I will caution you is don't go into someones house and say, that's a nice 75-inch TV. How'd you get it in here because I'm going to get it out. Don't go in there casing the place out or anything like that it's just, again, safe topics you should talk about with the customer. If they have fishing gear and stuff on the wall, maybe they're into fishing, if they have some nice motorcycles outside, they're into biking. Again, it's just stuff that you can have some common ground with your customers to bring down some of those barriers that a lot of people face when they're meeting technicians or customers for the first time so employ it when you're out in your service call help bring those barriers down, and have a much more enjoyable experience when you're meeting your customers for the first time.
Matt Akins is the Manager of HVACR Technical Education at ACCA.
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