Repair vs Replace

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Repair vs Replace: Professional Technician Mindset and Prep

This video addresses the importance of having the proper mindset and preparation to build trust with a customer. Gary, Drew and Weldon discuss techniques on how to wipe the slate clean and start fresh with every service call. The panel also dives into the importance of keeping the customer’s wants and needs a priority without bringing personal biases into the call.

Run Time: 21:05

Repair vs Replace: Performing a Full Professional Diagnostic

This video covers the importance of setting the intentions of the service call and explaining the full diagnostic process to the homeowner. Gary, Drew and Weldon discuss looking at the system with a wholistic approach rather than just finding one problem to focus on when performing the diagnostic.

Run Time: 16:32

Repair vs Replace: Evidence-Based Data

This video focuses on the importance of having 3rd party validation tools to support recommendations that the technician communicates to the homeowner. Secondly, the panel discusses how vital it is to have standards such as the 4.5K rule so that all the technicians on the team are consistent when engaging in a repair vs replace conversation.

Run Time: 16:08

Repair vs Replace: Cultivating a Conversation

In this video, Gary, Weldon, and Drew zero in on how asking questions will lead to the framework in which a technician offers solutions. In addition, they also discuss various ways to handle replacement leads such as turning the lead over to a comfort advisor, rather than the technician on site making the sale.

Run Time: 19:52

Repair vs Replace: Options, Recommendations, Close

In this final video of the Repair vs Replace course, our panel discusses the advantages of bringing multiple options to the table for the customer to choose from, each of which is recommended based on how the customer answers questions from the technician. In addition, the video goes into detail about the proper ways of tracking opportunities in order to reach a reasonable conclusion with the homeowner.

Run Time: 14:54