S2 Ep 40 ServiceTitan Crashed and So Did the Sale
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Key Takeaways
Develop alternative sales processes that don't rely solely on technology, like memorizing service rates or having physical options.
Always prepare a range of options (premium, mid-range, economy) to present to customers, even if their appearance suggests otherwise.
Understand whether a customer's purchase is logical or emotional, and tailor the presentation to address their deeper needs.
Be willing to 'humanize the exception' and take calculated risks to serve a valuable client, even if it means deviating from standard policy.
Consider offering ancillary services (like painting or granite work) through partnerships or in-house, becoming a single-point solution for clients.
Ensure your team is equipped to handle customer objections and provide clear requirements, especially regarding deposits, without giving unnecessary choices.
Continuously train and empower technicians to create and present options effectively, even under pressure or without digital tools.
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