The Residential Service Tech Process w/ Les Fork

This is part 1 of 2 on the soft skills practices of approaching and completing a residential service call in the best manner possible.

Before the service call and good housekeeping

Before a technician even leaves to go to work, they need to get their head in the game. Be ready to face the day by showering, shaving, and brushing your teeth. Having self-respect is also a sign of respect for the customer. The drive to work is a good place to clear your mind; you can listen to podcasts or do other things to get yourself in a good place to work effectively. Getting to work early is also a good practice.

At the beginning of the workday, you can get a coffee, restock your truck, and fuel your truck to start your day with everything you need. When going to a customer's home, make sure you have reviewed the history of the unit and get there on time. Exit your truck as soon as possible; customers expect prompt service. Introduce yourself politely and listen to what the customer says. Respect their home; don't leave your trash on their property, don't smoke, and be careful not to let the smell of cigarettes bother the customer.