Best Practices in the Field
Just as the CSR is the first voice the customer hears from the company, the technician is the first face the customer sees — often on one of their worst days. That customer-technician interaction should build trust, and create the opportunity for a mutually beneficial solution.
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Upsell with Financing
Financing integration can supercharge average ticket
Successful contractors know that to increase their revenue they must do one of three things: raise their prices; hire more technicians to run additional calls, or raise the average ticket by offering multiple repair or replacement options.
While all are effective, there is a way to raise your average ticket price immediately.
Offering financing options in addition to estimate pricing with good-better-best options helps contractors show how affordable repair or replacement options can be.
Most contractors offer financing only on new equipment installations. But Darius Lyvers, COO of FH Furr, a plumbing and air conditioning company with hundreds of technicians on the road in the Washington, D.C., area, shared that a large part of his massive growth came from training his technicians to offer financing even on service and repair work.
“Having financing available, in itself, is going to be a benefit to the sales process and our customers’ needs, by making things affordable,” Lyvers says.
Mentioning financing options has always been an effective method of closing a sale. One best practice tip is to refer to financing options as a promotion.
Having financing built into ServiceTitan sales presentations further eases the process.
“The fact that it’s integrated in the CRM makes it easier for the customer to fill out the application, see the data in one platform, and be able to sign off and acknowledge what they’re getting and how they’re getting it,” Lyvers says. “That all plays into that customer experience.”
And CSRs can set the stage. Encourage your CSRs to share some preliminary financing information when the job is booked. A simple statement such as, “Be sure to ask our comfort advisor/technician about the special financing options we have available,” can reassure the customer that you have pricing and options that can work with any budget.