Hey, Mike Agugliaro, business ninja, founder of the $23 Million Business Blueprint and Service Business Warrior mastermind. What am I going to bring you today? Today I'm going to bring to you the concept or subject or thought or whatever you want to call it about being an expert.
What's the difference between a technician and an expert? A technician is a guy who just goes out, he looks at a problem, he says, “I can fix this,” he moves on.
An expert does a consultation. An expert comes out and says, “Hey, Mrs. Jones. I see this is going on and based on how long you're going to live here or what's going to serve your family the best …” An expert helps the family, the buyer make a decision that fits them best. A technician just comes in and is like, “Yeah, it's a part,” fix a part and out.
I will tell you that technicians do not serve people at all. I know that because I just had Sears out the other day. He came out, he looked at the oven and then he was like, “Yeah, here's what's wrong.” It was like pulling information out.
First off, he didn't wear no floor protectors so he just stomped in. Second thing was he took his laptop and he just put it on top of my tile island, no thoughts of if that was the right thing to do or not. Just another point about a technician is the technician then pulls out the oven right on top of the linoleum floor. Now, some of you right now are like, “Are you kidding me?” Yeah. There was no concern about protecting anything. That's what technicians do.
Experts, they walk the customer through the process. “Hey, would it be okay if I stuck my computer here? I'll be glad to put something down.” Or, “I'm going to now pull out the oven and I put something down to put the oven on as I slid it out so that it doesn't accidentally rip your linoleum.”
Now, my linoleum didn't get ripped and everything went fine but at the end of the day it just proved the point to me that I hope that I'm kind of getting into your head: Don't be a technician; be an expert. Go out there and when you're setting your appointments, no matter almost what business you're in somebody wants to be talking to an expert, not just a blah-blah-blah person on the phone. Have customer service experts, have service experts in the field. Go ahead.
Also, I would tell you, how much do customers pay for a technician? They pay service fees. They want estimates. They just want a ticket. When you know you have an expert coming to the home, you're right, there's value, and there's value in the process that the expert does. Today, not only should you be an expert; make sure your employees are experts, too.
I'm Mike Agugliaro, wishing you a better than great day today and everyday. I want to help you get to massive wealth, tons of freedom and, yes, you know it … Market domination.