Lead-generation isn’t natural for technicians; however, with the right training, knowledge, and encouragement, you can help your technicians see that following EverRest’s Lead-Generation Strategy directly benefits the customer, the company, and themselves.

Generally, technicians aren’t salespeople—and they don’t want to be. Make sure they understand that you’re not trying to turn them into something they’re not. They need to know that, while they aren’t responsible for sales, they are the most vital component of the sales process: it starts—and ends—with them.

Your technicians are more likely to execute the process—and execute it well—when they understand why they’re doing what they’re doing. For instance, they should know that Lead-Generator Tasks aren’t designed to scam or mislead customers—these tasks are simply routine items to check. Plus, your technicians may not understand that checking these items is actually in your customers’ best interest.
Here’s an easy way to explain it to them:
“It’s just like when you get your oil changed at Jiffy Lube—they also check your brakes, lights, etc. Let’s say that you picked your car up after having your oil changed, and as soon as you got home, your wife told you your taillights weren’t working—wouldn’t you be peeved that the mechanic at Jiffy Lube didn’t go ahead and check for any other common malfunctions? Plus, if after changing your oil, the mechanic came to you and said, ‘I changed your oil, but I also noticed that your brakes weren’t working properly…’ Would you be annoyed with him for telling you? Would you feel like he was trying to sell you on something—like you were ‘getting got?’ It’s the same thing when you go into a customer’s home for a tune-up or routine maintenance…”

Make sure your technicians understand that the object is not to see how many calls they can get to in a day or how many systems they can repair: the object is to take their time—perform Lead-Generator Tasks in every home, follow the process for Mandatory and Secondary Lead Conditions, and communicate with their supervisor. When they follow the process, encourage continued performance with verbal accolades and monetary incentives. If they happen to mess up and perform an expensive repair, you don’t have to jump them. Just remind them that generating leads isn’t just part of their job, it’s the most important part of their job. That said, they should never exaggerate or fabricate issues. Remind them that they must always operate with honesty and integrity—a dishonest lead is far worse than no lead at all.

Money talks, and that’s the fastest way to “tell” your technicians how important a high conversion rate is. When they’re working like crazy this summer and you watch your conversion rate increase, be sure to thank and encourage them. Get excited and they’ll get excited!
All it takes is encouragement, incentives, and reinforcement from you. Your technicians are one of your company’s most valuable assets—make sure they know it, too.