The Dreaded 1-Legged Deal Killer (Part 2)

Part 1 can be found here.

We mentioned earlier that there should be an agreed-upon monetary amount (determined by your management) that is okay to present during a 1-legged deal. The smaller the amount, the more likely a spouse is to approve it by himself/herself.

Collective Punishment

Keep in mind that most adults have been exposed to some sort of Sales experience before. And we know that sales can sometimes carry a negative reputation, whether it’s deserved or not. Think used car salesman. This can make buyers hesitant to trust a bid, reluctant to believe a diagnosis, and hesitant to take advice or recommendations. We all know these things undoubtedly happen from our experiences in the field.

So when we know the truth (this customer really needs a new system, for example), the homeowner can be resistant because they don’t have the same expertise we have and furthermore, they’ve been trained to be wary of salespeople in general. Long story short, our approach and training can make all the difference.

Someone should be keeping track of the average amounts homeowners say yes to, the amounts they say no to, and the amounts where they say, “Let me think about it.” This data helps give management ammunition for creating policies and procedures we can follow in the field.

Rolling the Dice

Homeowners, like all people, can vary in their personality and their patience.

Sometimes, you’ll run into those who won’t give you time to build value into your product and will only want to know the bottom line. You’ve heard them many times before. “No, no, no; you’re not coming back after you leave. Just give me the best price you have, and I’ll call you if it works out.” They control the outcomes. They decide if they like us, if we’ll be coming back, and so forth. It’s up to us to put in the best effort, knowing we don’t control the ending.

All of this will depend on the unit and what kind of work needs to be done on it for repairs. Or a replacement. If both the heater and the air aren’t working, then they have a more urgent situation and are more likely to take quick action than waiting around, especially if the weather can now be felt indoors. It goes without saying that we never take advantage of a customer in need, but we do want to provide a solution as quickly as we can in order for them to get back on their feet, so to speak.

Putting Out Fires

If they’re in this emergency situation, then by all means, present your information as soon as your training calls for it. It’s always preferable to have both spouses there to hear all of your suggestions, but we all know there are times when it’s not possible. Check with your management to see if this is one of those times where it’s okay to present to a 1-legger. This may be your only available trip to see this customer to sell them your product and service. Remember to build in the value of your price regardless.

Also, if it takes $1,000, for example, to get them up and running again, but you’ve also found $1,500 in other problems, let them know that. If you’ve told them that all they need to get it working is $1,000, and the rest can wait a couple of weeks, then homeowners will respect your honesty and will be more likely to use your company for the emergency repair. And the odds increase they’ll use your company for those future repairs. Sometimes, the best decisions don’t involve immediate rewards for your work. Just remember that management will have discussed what to do in these situations.

Consumers’ Mindset

Homeowners aren’t always loyal to a singular company. Some shop for the best price each and every time. Some find a reputable company and stick with them throughout the life of their unit. Some forget who they last worked with, as it can be years since they last needed anyone. Some have multiple homes and like the familiarity of working with one company.

What does it sound like when you have found a lot of repairs or need to suggest a replacement when only one person is home? Here’s an example:

Tech: Ma’am, I found a lot of issues with your system. And what I’ve learned is best for our homeowners doing these 3 things:

1. I want to design all the right solutions.
2. I want to answer your questions and ensure my solution fits into the family budget.
3. I’ll ask at the end of our discussion if you think I’m a good fit for you and your family, keeping in mind that “No” is a perfectly acceptable answer.

Homeowner: No, I can’t tell you today because my husband isn’t here.

That tells you she cannot decide without him, so that’s a red flag, and there’s no need to proceed with your presentation tonight. This is when it’s better to reschedule so both homeowners are present for the follow-up.

In our training, we show how to deal with 1-leggers in detail. It’s also very applicable to running a service call when the service ticket is going to be a considerable number.

Just remember that in most cases, having both homeowners there will save a lot of time, money, and effort. They control the outcome, and it’s better that they do so together, preferably during your initial or follow-up visit.