Episode 10 - Tactics Every Electrician Should Know: Overcoming Logical & Neutral Buyers

There are two types of challenging customers electricians can encounter. First are those that come to you about a particular service and say they have watched DIY YouTube Clips, Installation, and theory videos. They have the  "know-it-all" attitude that can be hard to handle.

There are also others that show no emotional engagement. They're not excited about the process and they just want to get the job done then move on. If they're negative, you can just deal with the negativity, but if they're neutral, they don't give you anything to begin with.

Both of them can be challenging and require a different approach. If you don't know how to handle these kinds of customers, you miss out on potential jobs and even potential referrals.

When you receive a call from a customer who confidently says they know everything electrical, it's important to acknowledge their knowledge but also clarify their involvement in the physical job or installation. Doing so demonstrates your commitment to providing complete and satisfactory service. 

For example, you can say something like, "I appreciate that you've done your research and know what you're looking for, but to ensure we can provide the best service possible, could you let me know if you plan to be a part of the physical job or installation?"

This question may catch them off guard, but it shows you are invested in providing top-quality service.

For neutral customers, making them feel like you're on the same team is important. By positioning yourself as their partner, you create a sense of unity that can help overcome any obstacles that may arise. 

When presenting a problem, try to work through it together as a unit. This approach subconsciously reinforces the idea that you're both invested in achieving a positive outcome, which can help build a stronger relationship with the client.

Taking the time to follow these tips can help you maintain a great relationship with your customers and ensure their satisfaction remains high. By understanding the needs of each customer type, you can find creative ways to build meaningful connections that transcend a simple transaction.