Service savvy: Playing pickleball with customers

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In HVACR sales, it’s easy to fall into the trap of thinking that you’re playing a singles match against a tough opponent—where it’s you versus the customer. The job of a technician or sales representative often feels like a battle, especially when faced with a skeptical customer or a tricky problem that needs a quick resolution. But what if we changed the perspective? What if, instead of seeing it as a one-on-one match, we viewed it as a doubles game?  

Picture this: You and the customer are on one side of the court, a doubles team working together, while the opponent—the problem—is on the other side. Suddenly, the dynamic changes. You’re no longer facing off against the customer; instead, you’re working in tandem to defeat a common adversary.

The double-edged sword of perspective 

In sports like tennis or pickleball, singles play demands a different strategy than doubles. In singles, the player is solely responsible for covering the entire court, anticipating every move the opponent makes, and returning every shot with precision. In doubles, however, the game shifts. Success relies on teamwork, communication, and the ability to cover each other’s weaknesses while playing to your combined strengths.

Similarly, in HVACR sales, viewing the interaction as a singles match can be a combative stance. The technician or sales rep might see the customer as someone who needs to be convinced, swayed, or even outmaneuvered. This mindset creates tension, leading to a less-than-optimal outcome for both parties. The customer feels pressured, and the technician feels unappreciated or misunderstood.

But when you shift your perspective to see the customer as your partner in a doubles match, the interaction changes. The focus is no longer on defeating the customer’s objections but on collaboratively solving the problem at hand. This approach fosters trust, rapport, and ultimately, a more successful sales outcome.

“The future ain’t what it used to be” 

– Yogi Berra, famed American baseball player and coach

Communication: The key to winning in doubles 

One of the most critical elements in a doubles match, whether in tennis, pickleball, or HVACR sales, is communication. In sports, doubles partners must constantly communicate, signaling who will take the next shot, encouraging each other, and making quick decisions on the fly. Without communication, the team falls apart—missteps occur, and the opponent easily takes control of the game.

In HVACR sales, communication with the customer is just as vital. From the initial contact to the final handshake, every interaction should focus on clear, honest, and open communication. This means listening to the customer’s needs and concerns, explaining the problem in terms they can understand, and providing solutions that make sense to them.

When you treat the customer as a partner, you also invite them into the problem-solving process. Instead of simply telling them what they need, engage them in a discussion, ask for their input, and make them feel like an integral part of the solution. This collaborative approach  builds trust and makes the customer feel valued and heard.

Playing to strengths: Yours and theirs 

In doubles, each player brings their strengths to the table. One partner might have a powerful serve, while the other excels at net play. Together, they form a formidable team, covering each other’s weaknesses and maximizing their combined potential.

In the HVACR industry, the technician or sales rep brings technical expertise, knowledge of the latest products, and the ability to diagnose problems accurately. The customer, on the other hand, brings an understanding of their own needs, preferences, and budget. When both parties play to their strengths, the result is a win-win situation.

For example, if a customer expresses concern about the cost of a particular solution, instead of viewing this as an objection to overcome, see it as an opportunity to work together to find an alternative that fits their budget . Perhaps there’s a different product or a financing option that would make the solution more palatable. By treating the customer as a partner, you can leverage both your strengths to arrive at the best possible outcome.

Trusting your partner 

Another important aspect of doubles play is trust. Each player must trust their partner to do their job, whether that’s covering the baseline or making a crucial volley at the net. Without trust, the team falters, and the opponent gains the upper hand.

In HVACR sales, trust is equally important. The customer needs to trust that the technician or sales rep has their best interests at heart and provides honest, reliable advice. This trust is built through consistent, transparent communication, delivering on promises, and demonstrating genuine concern for the customer’s comfort and satisfaction.

On the flip side, the technician must also trust the customer. This might sound counterintuitive, but it’s essential to trust that the customer knows their own needs and desires. Even if their initial reaction is one of skepticism or hesitation trusting in the process and working together can  lead to a solution that satisfies everyone involved.

Winning together 

When you approach HVACR sales as a doubles match, with you and the customer on the same side of the court, you transform the experience for both parties. The customer feels supported and understood, and the technician or sales rep can take pride in solving the problem together rather than winning a battle.

This partnership-based approach not only leads to higher customer satisfaction but also to more successful sales and long-term relationships. After all, in both sports and sales, winning is always sweeter when it’s a team effort. So, the next time you’re in the field, remember: It’s not you against the customer—it’s you and the customer against the problem. And together, you’re an unbeatable team.

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Posted In: Leadership Development, Management, Opinion