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A central concept of Strategies for Success is “The 80% Principle”:
“80% of how the home owner decides if you did a good job or a bad job is based on how they feel about the person actually doing the work.”
Funny, isn’t it? Your restoration client’s “Value Decision” is based almost entirely on the “Emotional Dynamics” of the loss! Your challenge is to script your employee’ actions around the 80% Principle. In other words, you and your people must focus on building a professional relationship with your restoration clients.
Now for you as an owner and/or manager this rapport building with customers should be almost instinctive. (If it isn’t you might want to consider a career change!) But where the “rubber hits the road” (and where the battle is won or lost) is that vital interaction between your technicians and your customers.
This restoration “Moment of Truth” checklist structures the job so that while your employees are doing the restoration work, they are also giving the home owner positive Moments of Truth.
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