The most successful service calls happen before you even open your toolbox. Top technicians know that building genuine human trust is the secret to every big sale, not just being the best at the technical work. Your ability to have a natural conversation is more valuable than your skills.

In episode 54, host Kevin Comerford brings you powerful insights from industry experts Wolfgang Kiess, Dana Barnes, Faran Eini, and David Urrutia. They reveal simple methods for creating instant rapport and making real connections with customers. Discover the communication strategies that transform a simple service visit into a lasting client relationship. Watch now to learn how to improve your customer service, earn trust on every call, and see better results today.

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Chapters:

0:00 - The #1 Skill Separating Top Technicians from the Rest

0:31 - The Client "Trap Question" You Must Know How to Answer

1:22 - What Does It Mean to "Learn How to Human"?

2:35 - How to Have Natural Conversations with Any Client

3:50 - Do Older Technicians Have an Unfair Advantage?

4:14 - What's the First Thing a New Technician Should Learn?

5:24 - A Guide to Self-Development for Service Techs

5:49 - The Best Negotiation Book for Service Professionals

6:31 - How to Secretly Learn from Other Technicians

8:46 - What a World-Class Technician Does Inside a Client's Home

9:26 - The "Humanity First" Approach to Customer Service

11:40 - How to Build Instant Rapport in the First 15 Minutes

12:54 - A Simple Framework for Client Conversations: Safety, Needs & Wants

15:08 - What's the Difference Between a Client's "Need" and "Want"?

16:08 - How to Adapt Your Approach to Different Personality Types

18:32 - The Two Goals Every Top Technician Must Have

19:58 - Why Your Voice Tone is More Important Than What You Say

22:06 - A Step-by-Step Guide to Earning a Client's Trust

26:01 - Does Your Appearance Really Matter on a Service Call?

27:40 - The "Plumbing Doctor": A Powerful Mindset for Professionals

29:42 - Why Your Company is a Relay Race (And You Can't Drop the Baton)

31:50 - How to Constantly Keep Your Skills Sharp

33:38 - You Can't Have a New Reality with an Old Mentality

35:54 - Are You "Too Techy" for Your Own Good?

38:04 - The 2-to-1 Rule for Balancing Technical & Personal Questions

39:45 - The Secret to Getting Clients to Sell Themselves

42:56 - How to Respond to: "What Would You Do If You Were Me?"

45:40 - How to Prepare a Client for the Sales Coordination Call

47:51 - The Perfect Script to Bridge to a Sales Conversation

50:08 - The Power of Using Visual Aids (Pamphlets & Pictures)

51:02 - The Mindset You Need to Help Every Customer

Giovanni Fontana

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