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Speaker 1: Welcome to the Master of the NZ podcast, the ultimate

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destination for anyone passionate about the electrical trade.

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Speaker 2: Whether you're a season electrician, an eager apprentice, or.

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Speaker 1: Just someone who wants to dive deep into the world

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of electrical work, You've.

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Speaker 2: Come to the right place. Join your host, Paul.

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Speaker 1: Abernavi, a true authority in the industry with over thirty

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eight years of trade experience, as he electrifies your mind

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within depth discussions, expertips, and valuable insights.

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Speaker 2: That will keep you ahead of the curve.

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Speaker 1: Each episode, Paul will illuminate the complexities of the trade,

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decode the national electrical code, and share the latest industry trends,

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all while empowering you to take your electrical career to

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the next level. So hear up, plug in, and get

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ready to supercharge your knowledge because with the Master of

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the Neez podcast, the power is in your hands.

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Speaker 2: Now get ready. Here is your host, Paul Abernavi.

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Speaker 3: What up, everybody?

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Speaker 4: Welcome to another episode of Master the NEC, the podcast

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where I talk about just about anything electrical and on

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today's topic, it's no exception except for today we're going

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to talk a little bit more about service and servicing

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your customer, and we're going to talk about five tips

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on how to handle an upset customer. Now, it's not

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always an irate customer. It's somebody that seems just dissatisfied.

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Oh maybe they think your bill was too high. Maybe

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they there's something that occurred that just got them a

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little upset. And at the end of the day, you

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want a happy customer, because a happy customer is a

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return customer. Its word of mouth is still the best

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form of marketing because when you do something good for

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somebody and you really hit it home that they go

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out our way to tell people. If you do something

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bad for them, or you leave them with a bad

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taste in their mouth, they're going to also go out

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of their way to go and say something bad about you.

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Speaker 3: So there's a.

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Speaker 4: Good and the bad with the word of mouth, and

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so we want to talk about that a little bit

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today's episode.

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Speaker 3: So I'm going to give you five key tips.

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Speaker 4: And these are going to seem like these are just

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the duh kind of moment where you're going to sit

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there and say, Paul, I knew this. The problem is

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people know this, They understand the rationale, but behind the

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common sense approach to dealing with an upset customer, but

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they don't really think about it in the sense of,

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let me sit down and identify the different steps to

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how to deal this, deal with this, because they get

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caught up in the moment and they say, well, I

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don't need to practice this, I don't need to rehearse this.

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Speaker 3: I don't need to and you do.

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Speaker 4: And a lot of times I will explain to people,

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especially when I'm mentoring different contractors and their staff and

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how to deal with the customer, how to deal with

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an irate customer, and sometimes you got to remember the

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mentality where the customer is always.

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Speaker 3: Right may not be true.

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Speaker 4: They might not be right, but there's a tactful way

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that you can deal with it, and there's.

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Speaker 3: An approach to do it.

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Speaker 4: And we all have to fight that urge to have

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that animalistic instinct to want to fight, and we have

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to learn how to subdue that. And so we're going

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to talk about that a little bit today. I'm going

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to give you my five tips for handling upset customers.

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And again, it's not gonna matter whether they're upset or

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a bill upset of something that happened. You can approach

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every situation the same way. And you know what, These

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are actionable so you can try to use them in

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your daily practice as an electrical contractor or whatever service

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or in a business you're in.

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Speaker 3: So let's look at these.

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Speaker 4: So number one and I think is that And I

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have the same problem with this one, because this is

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a biggie is to listen first, talk second, and let.

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Speaker 3: Me explain that a little bit.

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Speaker 4: Now, when a customer is upset, the worst thing you

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can do is in interrupt them or get defensive. Let

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them fully explain their frustration, let them fully explain what

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is wrong.

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Speaker 3: Okay, Now, this is the biggest urge.

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Speaker 4: And I've seen some guys do this masterfully and I've

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seen other people just totally fail. And I'm one of

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those that early on in my career, this is a

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fail for me because when somebody starts laying charges or

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laying things on me, like you didn't say this, or

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you didn't say a bill is this and you say,

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I do not interrupt them, and early on and I would,

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I'd say no, no, no, that's nobody.

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Speaker 3: So you get into this tit for tat and it's

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not gonna end.

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Speaker 2: Well.

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Speaker 4: Now, remember you're a contractor, you're making your money. You

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know you're not gonna please everybody. And if you go

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into it with the mentality you're gonna please everybody, then

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at some point you're gonna get your feelings hurt because

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you're not gonna please everybody. Right, So there is this

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frustration that you want to interrupt them. You want to

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get defensive because it's your baby, it's what you do,

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it's your contracting business, or you're electrician, you're skilled, and

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how dare they say something about your skill?

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Speaker 3: Right? How dare they question you? Right? So I think

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often they want to just be heard.

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Speaker 4: Really, I think they can Actually a lot of times

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customers that are upset at something just want to make sure.

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Speaker 3: That you hear what they have to say.

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Speaker 4: So you need to use techniques that are called active

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listening techniques.

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Speaker 3: You need to nod when they're saying something. That's something,

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when they're.

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Speaker 4: Telling you something and you look at them and you

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look them in the eye, right, and they're concerned. You

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got to remember they're legitimate, legitimately concerned. They don't know

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why they may be wrong. They may not have no

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basis for them being upset, but they wouldn't be airing

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it to you if they didn't feel that it was legitimate,

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So you need to take it as legitimate, even though

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in the back of your mind you're going what a

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whack job?

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Speaker 3: Doesn't matter.

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Speaker 4: And this is how you need to train your staff

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because they need to have these active skills and it's

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something that's taught.

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Speaker 3: It's not natural.

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Speaker 4: You can't just wing it because if you try to

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just wing it on a job, you're already heavily invested

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in the emotions on the job that it's hard for

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you to turn that hat around and all of a

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sudden be that compassionate, noddinghead, understandable person because you just

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worked your ass off for an hour or whatnot, and

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now they're questioning it or there's some kind of disagreement.

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Speaker 3: It's not that easy.

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Speaker 4: You have to train yourself to do this right talking

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in the mirror. I know it sounds stupid, but you

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have to train yourself negotiation skills, understanding, acknowledgment, active listening techniques.

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For example, nodding when somebody says something and they ask

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you you understand, you nod If you acknowledge them, you're

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repeating back key concerns.

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Speaker 3: Right.

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Speaker 4: So, for example, you say, so you're saying the power

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wasn't restored when expected, and you show your concern. You

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go they say, well, I'm not happy with this bill,

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and you say something like after they talk and you're done,

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you say something like, didn't we we did discuss, right,

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I'm just want to I just want to double check here,

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because you know I could be wrong. But we did

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discuss this bill, and I did explain the parameters, right.

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I did explain that this is an our minimum upfront

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cost and then after that it's time immterial or time

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because I'm troubleshooting.

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Speaker 3: Or we did did we we did understand talk about that,

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didn't we?

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Speaker 4: Because if we didn't, I apologize, Right, I apologize if

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we didn't, but I thought we did. And then when

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they say something, you acknowledge them, but show to them

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you understand. In many cases, one of the other types

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of techniques of active listening.

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Speaker 3: Is to make sure that you repeat back to them

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things that they say.

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Speaker 4: In other words, if a guy says that I thought

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it took a little too long to find the problem,

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you charge me three hours when you know and he

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doesn't know how long it should take you. But instead

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of you jumping down their throats saying well, I look,

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I'm telling you it took me this long, but no,

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you go, I understand so so so what you're the

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main thing we're upset with or where you're at?

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Speaker 3: That is that you, uh, you're upset.

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Speaker 4: The crux of this is because you feel it I

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took I took too long to to identify.

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Speaker 3: Your brib is that is that? What is? That's what's

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got you upset?

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Speaker 4: Now. The reason you do this, and many people don't

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understand the technique of why you do this active listening

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and active responsing and interacting with the customer that way,

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positively and repetitive on what they say in order to

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get confirmed acknowledgment, is because it allows you to identify

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what is upset so it doesn't become a never ending

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upset train, okay, where there's here's the next thing, or

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here's the next thing, or here's the next thing, here's

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the next thing, and it's just hard to battle one

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thing after the other because if they're upset, they keep

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piecemealing things on it.

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Speaker 3: Sometimes, well, you.

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Speaker 4: Arride fifteen minutes late, and you didn't you didn't confirm

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my call, or or I didn't expect this bill.

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Speaker 3: No active listening means.

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Speaker 4: First things when you realize they're upset about something, is

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you let them talk and you repeat to them. You go, okay,

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I get it, So you're upset. So the real issue here,

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so you're saying that you're upset because you feel the

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bill was too high, that I maybe took too long

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to troubleshoot you know a problem, and of course we

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didn't know what's wrong with the circuit, so we've got

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to diagnose it.

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Speaker 3: We've got to look at it.

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Speaker 4: But I understand that that is your Is that your

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that's what you're upset about. I understand, not as you're

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saying it. And if they say, yes, that's why I'm upset, Okay,

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that's it. And then you can move on to other

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ways to address that and turn an upset customer into

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one because you can come up with compromise. But the

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key focus here is you need to understand why they're upset.

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So you need to listen before you talk. And this

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is not as easy.

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Speaker 3: Trust me.

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Speaker 4: Trust me, I get into code debates all the time,

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and I really suggest practice what I preach, be quiet,

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listen to what they say, and at the end then

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I can say, okay, I'm more than happy to address

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your concern.

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Speaker 3: Are you ready? And now that's their turn to listen.

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Speaker 4: Now, there's a high probability they won't listen, so you

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have to form patients.

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Speaker 3: Okay.

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Speaker 4: So that takes us into the next tip. Okay, because

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the first tip is let them talk. You talk, second fully,

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let them explain what they're upset about, and that way

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they get it all out there on the table and

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you acknowledge it with active listening techniques like nodding, saying

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I understand, repeating what they said so that you're clear.

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In that way, you can also say something at the

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end like that is that it is that what you're

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upset about? So that I can address this for you.

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But is that yes, that's what I'm okay, it's all

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out there in the.

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Speaker 3: Air now, okay. The next thing I have.

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Speaker 4: To employ to people, and this is this is a

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tip that is as tough as well, and this is

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called staying calm and professional. Never match their frustration their

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energy with your own. That is hard to do, folks,

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and you have to train your employees to do this.

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When the old saying when they go hi, you go low.

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That's you know that means that actually means something in

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this So when their volume goes up because they're upset,

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your volume should go down. Your tone should stay steady.

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You should avoid any trade slang jargon. Talk to them

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like a person person to person. Don't start quoting technical

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jargon that they will not understand. And remember as an

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employee that you're working for the company or if you're

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the owner, don't take it personal.

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Speaker 3: Don't. They don't know you for Adam.

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Speaker 4: You're just there to do a service for them and

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they're upset over some element of the service. I get it,

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it's emotional for them. You do not match their level

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of frustration. You've got to train yourself to downplay it. Okay,

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monotone it your calmness, it alone. Your calmness can diffuse

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tension and bring conversation back to solutions instead of having

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everything based on emotion, because emotion is not going to

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settle anything. It's just two people yelling it out and

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ultimately you get a bad review and it doesn't solve anything. Okay,

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So again, number one, listen first, talk, second, use active

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listening techniques.

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Speaker 3: Repeat back to them to be clear.

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Speaker 4: All those type of techniques stay calm, stay professional, never

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match their frustration with your own.

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Speaker 3: Think actively.

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Speaker 4: They go hi, you go look oh, And that is

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the demeanor, the tone, the evenness, no jargon, keep it simple.

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Talk person to person, Relate to the person. Your calmness

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is going to diffuse the tension. And you may be

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in one hundred percent right. You may be one hundred

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percent right. You're defending yourself. You're pissed off, but you

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can't because your service, your servicing the customer.

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Speaker 3: Well, the customer is always right.

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Speaker 4: Well, now, this customer may be wrong, but they're not

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in a position to be told you're wrong and think

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that you're gonna get anything out of it, because you're not.

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You're just gonna get a pissed off customer who's going

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to not refer you, and you're not gonna get your

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return business, and it's going to make you the rest

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of your day shitty.

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Speaker 3: Right, So stay calm, stay professional.

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Speaker 4: Next, if it's not your fault, even if it isn't

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your fault, even if what you've done is totally legit.

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The hours it took, the troubleshooting it took, everything is legit.

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Speaker 3: Your bill is legit.

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Speaker 4: You discussed everything up front, and we talk about this

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in other podcasts what you should do when you're doing

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a service call. It's also something we will be talking

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in depth in the SEA program, which is a certified

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Electrical Energy Auditor program that we're going to be developing.

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We kind of talk about even if it's not your fault,

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even if you did nothing wrong, even if you discussed

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with the customer everything that they're ticked off about. Right,

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they're upset, but you've talked with them about you've gone

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over all this because that's part of your normal protocol.

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And that's why I tell you to train your staff

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so they follow this protocol. Even if they have a

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checklist that's on their clipboard, there's a protocol on how

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they deal with it. Maybe they pull out this sheet

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when they have it upset customer and they follow this protocol,

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make it bullet points and train on it so that

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they don't have to memorize it. But they see the

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bullet point and they understand, okay, okay, calm and professional

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listen and nod pete to make sure it's clear. The

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next part about it is, even if it's not your fault,

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you need to acknowledge the inconvenience or stress their experiencing.

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I get it, it's not your fault. You didn't do

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anything wrong, but you do have to understand that at

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this moment in time, they feel inconvenience and they feel stress,

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and so whatever's taken place, this has then worked up. Obviously,

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they wouldn't be presenting it this way to you and

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elevating and amping up their emotions if there was something

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that they did not feel that stressed them out or

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was an inconvenience to them. So a simple statement to

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them is say is I can see why that would

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be frustrating or I understand this has caused you trouble

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and I want to make it right.

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Speaker 3: Those type of.

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Speaker 4: Things go a long way to building trust because it immediately,

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and I've seen this happen. They're ready immediately for you

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to just jump down their throat. They're ready for a fight, folks.

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They don't get amped up like that. If they're not

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ready for a fight, come on. So when you listen

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to them, you do active listening, and you stay calm,

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you stay professional. If you repeat it and you look

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at them and you go you know what, I can

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see where that would be frustrating or I understand this

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has caused you some trouble.

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Speaker 3: And you know what, I'm here. I want to make

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it right for you.

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Speaker 4: I want to make it right and equitable for both

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of us because I'm just here to do a job

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and I'm trying to do the job the best I can.

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And I understand you're upset. But again, I can see

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where this could cause you some frustrations. So let's see

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if we can't come together to resolve this, you would

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be surprised how that goes. Now, I have some folks

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that say, okay, well, Paul, that sounds like you're saying

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you're gonna discount their bill or you're going to take

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money off their bill.

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Speaker 3: And it may be it may be that that's.

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Speaker 4: The solution to keep a customer happy, or maybe giving

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them a ten percent off or five percent off, or.

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Speaker 3: Giving them a you know, on an if they have

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another call.

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Speaker 4: Then what you'll do is waive the visit fee if

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you charge visit fees or something like that. So, I mean,

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there's other ways that you can get around this. And

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they just want to feel like they want a victory,

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but you want to get the benefits of the victory.

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I want them, and after that's all done and everybody's happy,

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then you can say stuff like, hey.

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Speaker 3: Do you mind giving us a referral? I'm glad we could.

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Speaker 4: You know, come and meet in the middle on this thing,

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and I appreciate you as a customer.

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Speaker 1: You know.

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Speaker 4: Look people say in business, they say, I don't have

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to kiss anybody's ass. You're full of shit, you do.

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Your customer is who you're working for. I don't care

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if you're in business for yourself. You work for the customer,

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even though you may be right and they may be wrong.

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It's not acknowledging it and saying you know what, you're wrong,

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I'm right, I win pound my chest.

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Speaker 3: You're here to get paid.

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Speaker 4: At the end of the day, you may never see

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those people again, or they may become a great customer

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of your company. It's that moment in time. How you

361
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deal with the situation. Now, maybe it's a raging lunatic

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that you don't want to have any more business from them,

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It doesn't matter. You can still handle this with professionalism

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and tactfulness and leave amicably.

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Speaker 3: They may never call you again. But you know what,

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you don't.

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Speaker 4: Have to deal with this, deal with this Godzilla Okay,

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so everybody wins, but you still get paid. Okay, so

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acknowledge and have a little empathy for their situation and

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really think of ways within your company that you can

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make things right for somebody. Does your salesperson have the

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authority to give a five percent discount or ten percent discount?

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Speaker 3: Do you know?

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Speaker 4: You, as a company owner have to create a program

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because at the end of the day, you want all

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happy customers, because all happy customers mean that you get referrals.

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You mean, they tell people about it, They go out

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of their way to go to yell or Google to

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do reviews, and if you're doing it right, you should

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be supplying this stuff to them. So they do go

381
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do reviews, right, But you don't want to supply Google,

382
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review link or something else to them when you piss

383
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them off.

384
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Speaker 3: That's pointless. But what have you lost?

385
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Speaker 4: You've lost word of mouth, you've lost a customer. Everybody's unhappy,

386
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you're pissed off. Right, There's better ways to handle it, guys,

387
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there are And I know it can be frustrating. I

388
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know it can be frustrating. Now, okay, so we have

389
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a little limpath. They acknowledge their situation at least acknowledge

390
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that they.

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Speaker 3: Believe they have a situation. You get me.

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Speaker 4: They may be one hundred percent wrong, but at least

393
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acknowledge it and think of ways to get from point

394
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A to point B. Next, offer clear solutions, not excuses.

395
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Guys do not offer excuses. And this is why I

396
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used to mentor electric contractors and say you need to

397
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come up with plans to augment disgruntle customers. Whether you

398
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give them something you you know, there's there's a way

399
00:20:02,000 --> 00:20:04,960
to do it, okay, whether you give them a discount

400
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on future work, whether or not you give them a

401
00:20:07,519 --> 00:20:10,680
discount on the work that you're doing, all those type

402
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of things. There's ways to augment that out and everybody

403
00:20:14,440 --> 00:20:16,400
comes away with the win win. Do you make as

404
00:20:16,480 --> 00:20:20,480
much money maybe not. And we also talk about how

405
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you approach a job so that you don't run into

406
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a discruntal customer.

407
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Speaker 3: Because we teach you how to lay things out up.

408
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Speaker 4: Front, how kind of a sales technique and how your

409
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technician should be interacting with customers. There is a right

410
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way and the wrong way for them to interact, and

411
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we go over that in our SEA program. How to

412
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interact with customers and soft skills and all this kind

413
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of stuff. In fact, we've got some modules that are

414
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soft skill type modules, phone conversations.

415
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Speaker 3: How do that?

416
00:20:48,920 --> 00:20:52,079
Speaker 4: That's all part of our sea program that is launching

417
00:20:52,079 --> 00:20:56,160
this year. Okay, now you need to offer clear solutions,

418
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not excuses, and now shift the focus from what went

419
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wrong to it can be done. Now be specific. Now

420
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where is it sending a whether whether it means that

421
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I'm sending a new crew back out giving an updated timeline,

422
00:21:09,200 --> 00:21:13,440
but I'm offering our partial discounts if it's appropriate. Customers

423
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respect action way more than you can making excuses and

424
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apologies alone.

425
00:21:19,519 --> 00:21:20,799
Speaker 3: I'm sorry, I'm sorry, I'm sorry.

426
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Speaker 4: You know what I can say to somebody and I've

427
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done this, I've done a job for somebody and I go,

428
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you know what I'm you know, look, I apologize, I'm sorry,

429
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and you know I want to make this right. I mean,

430
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we want you as a customer, we want you to

431
00:21:32,240 --> 00:21:36,480
tell other people we are honestly trying. We're in business

432
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to serve our community. I didn't get in business to

433
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get rich, I gave. I got in business because I

434
00:21:41,400 --> 00:21:43,440
love what I do and I hope you do. I

435
00:21:43,480 --> 00:21:46,200
hope you have a passion for what you do, but

436
00:21:46,279 --> 00:21:48,839
don't be afraid to convey that and say at the

437
00:21:48,920 --> 00:21:52,160
end of that, I might say, I understand your frustration,

438
00:21:52,480 --> 00:21:55,839
and maybe we could have communicated back and forth. This

439
00:21:55,920 --> 00:21:59,119
a little different, but I hear you, and here's what

440
00:21:59,160 --> 00:22:01,839
I want to do. I am going to resolve this

441
00:22:01,920 --> 00:22:04,279
issue or I'm going to give you a discount off this,

442
00:22:05,359 --> 00:22:08,519
and I will have Johnny or Jimmy or Bill follow

443
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up with you in a couple of days to make

444
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sure that everything's going all good, because I want you

445
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to be you know, taken care of.

446
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Speaker 3: Now, think about that. Think about that approach. They were upset.

447
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Speaker 4: Now you're giving them something and you're also telling them

448
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that you're going to follow up for somebody's going to

449
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follow up in a couple days.

450
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Speaker 3: And here's the thing. Make sure you follow up.

451
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Speaker 4: So you should always be keeping good records, good tracking,

452
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Make it automated, put it into your phone, that type

453
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of thing, so that you know you have a follow

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up or whoever's going to follow up. And at the

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end of the day, you want to nurture that customer

456
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because they called you once, they're bound to have other problems.

457
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Speaker 3: You know, they've got family, members.

458
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Speaker 4: And I remember as a contractor, when I was doing

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primary service service work. You would not believe the referrals

460
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that I got from people that referred to their brother,

461
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to their sister, to their cousin, to their neighbor and dude,

462
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he said, hey, I heard you know, he did some

463
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work for so and so. And I'm like, yeah, great,

464
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and never say anything bad. Oh yeah, wonderful people.

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Speaker 3: Awesome.

466
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Speaker 4: I enjoyed doing that work for them. You know what,

467
00:23:10,839 --> 00:23:12,880
you can feel like it's not genuine. But if you're

468
00:23:12,920 --> 00:23:15,039
that kind of person that sits in the bottom dweller

469
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who's always bitching about everything, always whining about every these

470
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things are going to be tough for you. They're going

471
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to be very tough for you to change your mental picture.

472
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And as an owner of a business, I want to

473
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make sure that I have active.

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Speaker 3: Training for my technicians.

475
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Speaker 4: And that also extends to the people that on the

476
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job site. I want to that extend out to those

477
00:23:34,960 --> 00:23:37,279
that are doing the installations, roughing in houses.

478
00:23:37,319 --> 00:23:37,680
Speaker 2: Whatever.

479
00:23:37,759 --> 00:23:39,799
Speaker 3: I don't want playing, I want it very professional.

480
00:23:39,839 --> 00:23:42,039
Speaker 4: If the owners come on site, I want them to

481
00:23:42,039 --> 00:23:44,680
be able to articulate it the same way to that customer.

482
00:23:45,079 --> 00:23:47,119
If that customer comes on site and says something to

483
00:23:47,119 --> 00:23:49,400
them like, hey, I want to add another receptacle here.

484
00:23:49,720 --> 00:23:52,079
That electrician on site who's doing the work should not

485
00:23:52,160 --> 00:23:53,200
be moaning and groaning.

486
00:23:53,519 --> 00:23:56,240
Speaker 3: What he should say is okay, you know what.

487
00:23:56,720 --> 00:23:59,039
Speaker 4: Let me know exactly what you're looking for, and I

488
00:23:59,079 --> 00:24:02,960
will bring it back to the owner and they will

489
00:24:02,960 --> 00:24:04,960
get back in touch with you and they'll resolve all that,

490
00:24:05,079 --> 00:24:06,440
or they'll get it set up for you, or they'll

491
00:24:06,480 --> 00:24:08,920
take care of you, or they'll work it out, because

492
00:24:08,920 --> 00:24:12,160
I want that employee to continue working. Now, if you're

493
00:24:12,200 --> 00:24:13,960
the owner, you can make those decisions, but I'm just

494
00:24:14,000 --> 00:24:16,480
saying I want to keep my employees working. But they

495
00:24:16,559 --> 00:24:20,119
have to be very attentive to what the customer may want.

496
00:24:20,200 --> 00:24:22,319
Because I'm the kind of guy that had no problem

497
00:24:22,440 --> 00:24:25,480
doing change orders adding additional costs to the project. And

498
00:24:25,599 --> 00:24:28,000
you know what, I did it and raised costs of

499
00:24:28,079 --> 00:24:31,559
projects because of that, and the customers loved me for it,

500
00:24:31,599 --> 00:24:33,079
and you would think they'd be the other way.

501
00:24:32,880 --> 00:24:36,160
Speaker 3: Around, Like Jesus, this guy's charging me more fricking money.

502
00:24:36,200 --> 00:24:38,799
Speaker 4: All I did was ask for another luminair here or

503
00:24:38,839 --> 00:24:41,160
another receptacle here, but I got hit with another one

504
00:24:41,200 --> 00:24:44,119
hundred and fifty tw hundred dollar bill an add one.

505
00:24:44,920 --> 00:24:48,799
But if you do it right and you do it tactful,

506
00:24:49,039 --> 00:24:51,920
they're more than happy to pay it.

507
00:24:52,559 --> 00:24:53,240
Speaker 3: They really are.

508
00:24:53,799 --> 00:24:55,920
Speaker 4: It's just how you approach it. And I think people

509
00:24:55,960 --> 00:24:58,559
today don't practice this approach. And I think every business

510
00:24:58,559 --> 00:25:02,240
owner should have on a monthly basis sales for at

511
00:25:02,319 --> 00:25:03,440
least for their technicians.

512
00:25:03,839 --> 00:25:05,279
Speaker 3: Absolutely to do that.

513
00:25:06,519 --> 00:25:08,839
Speaker 4: And lastly, the fifth tip I want to tell you

514
00:25:08,960 --> 00:25:14,440
is you must always, always always follow up after a resolution,

515
00:25:14,599 --> 00:25:16,799
after the issue has been addressed, whether or not you

516
00:25:16,799 --> 00:25:18,960
you've given them a discount, whether you say Johnny's going

517
00:25:19,000 --> 00:25:20,279
to come back and check on you in a couple

518
00:25:20,279 --> 00:25:22,160
of days, whether I'm going to give a discount on

519
00:25:22,200 --> 00:25:24,680
future work, or whatever you give them.

520
00:25:25,000 --> 00:25:26,000
Speaker 3: I know one thing that I.

521
00:25:26,000 --> 00:25:28,880
Speaker 4: Used to do is I had these cards that were

522
00:25:28,920 --> 00:25:32,359
discount cards, and when somebody would have an upset like that,

523
00:25:32,359 --> 00:25:34,400
they would get upset. Or if there was an upset,

524
00:25:34,440 --> 00:25:36,200
I didn't have a lot of upset customers, but if

525
00:25:36,200 --> 00:25:37,519
you did have one, you give them this card and

526
00:25:37,519 --> 00:25:39,000
say and say, look, here's what I'm going to do.

527
00:25:39,240 --> 00:25:42,440
I'm going to give you five percent off today. Because

528
00:25:42,559 --> 00:25:44,799
I get it, I acknowledge that type of thing. I'm

529
00:25:44,799 --> 00:25:46,240
going to give you this five percent, but you know what,

530
00:25:46,519 --> 00:25:49,920
this card's also going to give everybody you know five

531
00:25:49,960 --> 00:25:52,759
percent off as well. Everybody that you know that you

532
00:25:52,839 --> 00:25:54,920
give them this number on this card and this little

533
00:25:54,960 --> 00:25:58,079
referral number, they're going to off the bat get five percent.

534
00:25:58,480 --> 00:26:00,960
Because I really want you to be happy, and I

535
00:26:01,000 --> 00:26:05,319
apologize if we you know, there's something happened here that

536
00:26:05,319 --> 00:26:07,960
that that you know, that caused us to go and

537
00:26:08,799 --> 00:26:09,839
you be unsatisfied.

538
00:26:09,880 --> 00:26:11,319
Speaker 3: I want you to be satisfied.

539
00:26:11,559 --> 00:26:14,559
Speaker 4: So here's this card. It's exclusive card. I don't just

540
00:26:14,640 --> 00:26:17,000
give these out. It's got a code on here. This

541
00:26:17,079 --> 00:26:19,400
is your five percent on anything you do in the

542
00:26:19,400 --> 00:26:23,359
future from us. And then you're anybody you know mentioned

543
00:26:23,400 --> 00:26:25,880
this number and they can get five percent off of

544
00:26:25,920 --> 00:26:28,000
their job to or whatever. They may be hanging the

545
00:26:28,039 --> 00:26:30,799
ceiling fan, waffering in the basement, I don't care, roughing

546
00:26:30,799 --> 00:26:34,119
in the building, wiring their house whatever. I want to

547
00:26:34,160 --> 00:26:37,680
do this for you, and so keep this card handy

548
00:26:37,759 --> 00:26:40,640
and that type of thing. And so there's just so

549
00:26:40,880 --> 00:26:43,680
many ways that you could handle this and you'd be

550
00:26:43,759 --> 00:26:47,000
surprised five percent, which may absolutely be nothing to your

551
00:26:47,000 --> 00:26:50,759
bottom line. Okay, maybe twenty bucks. If it's five percent

552
00:26:50,799 --> 00:26:52,880
to a four hundred dollar bill. You know, at the

553
00:26:52,960 --> 00:26:57,480
end of the day, they got something, they won, they

554
00:26:57,480 --> 00:27:01,920
feel like they're victorious. They they had their issues resolved, right,

555
00:27:02,559 --> 00:27:05,119
and so again we're going to talk about all that

556
00:27:05,160 --> 00:27:07,960
type of training in SEA. If you're interested in CIA

557
00:27:08,440 --> 00:27:10,240
it is, you can go to the website. It's not

558
00:27:10,400 --> 00:27:13,759
fully operational yet because we're still developing the backbone stuff,

559
00:27:14,160 --> 00:27:19,559
but it's Electrical Energy Audit dot com, Electrical Energy Audit

560
00:27:20,119 --> 00:27:22,920
dot com all one word, and SEA is going to

561
00:27:23,000 --> 00:27:24,920
have a lot of training on the back end because

562
00:27:24,920 --> 00:27:28,160
we're not selling a product, we're selling a service and

563
00:27:28,200 --> 00:27:30,960
a professionalism and that's what CEA is all about.

564
00:27:31,039 --> 00:27:33,039
Speaker 3: And it's all tailed around energy management.

565
00:27:33,079 --> 00:27:37,759
Speaker 4: So it's all types of things with monitoring systems, controlling receptacles,

566
00:27:37,799 --> 00:27:41,240
smart homes, all that type of stuff to help extend

567
00:27:41,240 --> 00:27:44,599
your business, grow your business. If you're an electrical contractor already,

568
00:27:44,599 --> 00:27:46,839
if you're an electrician who wants to do a side hustle, this.

569
00:27:46,839 --> 00:27:47,599
Speaker 3: Is great for you.

570
00:27:48,000 --> 00:27:50,359
Speaker 4: It's great for you to get involved in CIA, and

571
00:27:50,440 --> 00:27:52,359
so you can find out more about that by going

572
00:27:52,519 --> 00:27:56,440
again to Electrical Energy Audit dot com that type of thing,

573
00:27:56,480 --> 00:27:58,680
and of course down in the notes it'll have a

574
00:27:59,160 --> 00:28:00,279
link to that website.

575
00:28:01,000 --> 00:28:03,359
Speaker 3: All right, folks, those are my five.

576
00:28:04,960 --> 00:28:07,720
Speaker 4: Really think about it, if you wrap your head around it,

577
00:28:07,759 --> 00:28:11,839
listen to this podcast again. These are simple approaches, but

578
00:28:11,960 --> 00:28:15,119
the moment that you get into this mindset to approach

579
00:28:15,160 --> 00:28:17,960
it and tackle it, and remember that when it starts out,

580
00:28:18,279 --> 00:28:21,599
you want to take a disgruntled customer and turn them

581
00:28:21,599 --> 00:28:26,599
into a happy, happy, referring customer. That return on investment

582
00:28:26,680 --> 00:28:29,559
is amazing. You worked hard to get that lead. You

583
00:28:29,599 --> 00:28:32,119
don't want to leave video laying on the table. Create

584
00:28:32,119 --> 00:28:35,759
a follow up program. There's all different types of things,

585
00:28:35,839 --> 00:28:38,480
and even in c we talk about getting a newsletter

586
00:28:38,640 --> 00:28:41,079
and a follow up program that actually allows you to

587
00:28:41,119 --> 00:28:44,359
promote other products that you have to this customer and

588
00:28:44,440 --> 00:28:48,480
they acknowledge they're going to get these, so it's not spam. Okay,

589
00:28:48,599 --> 00:28:50,480
they acknowledge they're going to get them because there's a

590
00:28:50,480 --> 00:28:54,279
way to explain to them as part of the conversation.

591
00:28:54,880 --> 00:28:56,720
And they're gonna want this type of thing because you're

592
00:28:56,759 --> 00:28:59,680
gonna offer things like recommendations for when they need to

593
00:28:59,759 --> 00:29:03,480
change things or check this or look at this or.

594
00:29:03,559 --> 00:29:05,400
Speaker 3: Smoke alarms, check this or what.

595
00:29:05,880 --> 00:29:08,599
Speaker 4: You're gonna give them stuff they want and we're gonna

596
00:29:08,599 --> 00:29:10,160
teach you how to do it. And with see, we're

597
00:29:10,160 --> 00:29:13,599
gonna give you some turnkey things like turnkey newsletters, turnkey

598
00:29:13,640 --> 00:29:15,319
things that you can just fill in your name and

599
00:29:15,400 --> 00:29:17,640
send it out. That's the kind of network that we're

600
00:29:17,680 --> 00:29:20,240
creating over there. So it's something that's big. It's been

601
00:29:20,279 --> 00:29:22,920
a year in the workings. It's still not ready, probably

602
00:29:22,960 --> 00:29:25,039
will be ready by the end of this year. But

603
00:29:25,079 --> 00:29:27,880
we're also going to allow people to pre register for it,

604
00:29:28,279 --> 00:29:29,319
probably in.

605
00:29:31,079 --> 00:29:33,119
Speaker 3: Late September or early October.

606
00:29:33,160 --> 00:29:35,640
Speaker 4: You can pre register if you're an electric contractor or

607
00:29:35,640 --> 00:29:37,160
an electrician that type of thing.

608
00:29:37,200 --> 00:29:39,480
Speaker 3: But anyway, those are my thoughts for that folks.

609
00:29:39,480 --> 00:29:42,279
Speaker 4: Hopefully you get something out of that and you've you know,

610
00:29:42,359 --> 00:29:45,640
put it to work, make a little money, and you know,

611
00:29:46,440 --> 00:29:49,680
keep things rolling until next time, folks, Stay safe, God.

612
00:29:49,480 --> 00:29:53,480
Speaker 1: Bless Thanks for tuning into another electrifying episode of The

613
00:29:53,519 --> 00:29:57,920
Master the NDP podcast. We hope you're feeling more powered

614
00:29:57,960 --> 00:30:00,240
up and ready to tackle the electrical world with the

615
00:30:00,319 --> 00:30:04,480
knowledge and confidence you need to succeed. Remember, in the

616
00:30:04,559 --> 00:30:08,079
electrical trade, knowledge is power and we're here to make

617
00:30:08,119 --> 00:30:11,400
sure you stay plugged into the latest insights, tips and

618
00:30:11,519 --> 00:30:16,839
code updates. If you enjoy today's episode, don't forget to subscribe,

619
00:30:17,160 --> 00:30:19,920
leave us a review, and share the podcast with your.

620
00:30:19,839 --> 00:30:25,079
Speaker 2: Fellow electricians and industry pros. Until next time, keep.

621
00:30:24,920 --> 00:30:28,440
Speaker 1: Your tools sharp, your circuits clear, and you're my focused

622
00:30:28,680 --> 00:30:31,759
because here at the Master of the ANEC podcast, we're

623
00:30:31,799 --> 00:30:36,680
all about sparking your success. Stay safe, stay smart, and

624
00:30:36,799 --> 00:30:40,480
keep mastering the trade. From all of us here at

625
00:30:40,559 --> 00:30:43,640
Electrical Code Academy, thank you for all your support, and

626
00:30:43,680 --> 00:30:45,799
we will see you on the next amazing Master of

627
00:30:45,799 --> 00:30:50,559
the NEC podcast episode.