How to Build and Stack Value in Your Business To Keep Customers Coming Back
The Home Service Expert Podcast
Tommy Mello
4.8 • 705 Ratings
🗓️ 26 January 2021
⏱️ 58 minutes
🧾️ Download transcript
Summary
Jim Fetter is the owner of Aire Serv of Sumter, a provider of commercial and residential heater and air conditioning services in Sumter, South Carolina. Formerly the owner of an HVAC business called Jim’s Heating & Air Conditioning, he decided to become an Aire Serv franchisee in 2015, bringing nearly three decades of experience in the HVAC industry to the table.
In this episode, we talked about small business, HVAC, franchising...
Transcript
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| 0:00.0 | If your perceived value of that purchase is more than what you paid for it, you're going to be happy. |
| 0:06.3 | And once you start understanding what perceived value is with the customer and how to hit those levels of perceived value with a customer, |
| 0:14.4 | you start understanding that it's so much more than customers out there in air conditioning is they want so much more than just their air conditioner |
| 0:22.1 | fixed. |
| 0:23.1 | I mean, I tell my team all the time, I talk about it every time I bring a new team member |
| 0:27.5 | and so they can start getting their mental approach right is if a customer calls us and we |
| 0:33.1 | go out there and fix their air conditioner, we met the least of their expectations. |
| 0:37.3 | They wouldn't have even called us to start with. They think we could at least fix their air conditioner, we met the least of their expectations. They wouldn't have |
| 0:37.8 | even called us to start with, they think we could at least fix their air conditioner. So that's |
| 0:42.3 | the absolute bottom of the bar. Now, what do we do to build on that? We answer the phone, |
| 0:47.5 | not just answer the phone with words, but answer it nicely, like we're happy to talk to them, |
| 0:52.7 | like we're happy to help them. We're looking |
| 0:54.8 | forward to taking care of their problems for them. Because a lot of times those customers are in |
| 0:58.2 | crisis situations and they want to know that they're going to be taken care of. So it goes so |
| 1:03.1 | much farther than just fixing an air conditioner. Welcome to the home service expert where each week |
| 1:09.5 | Tommy chats with world-class entrepreneurs |
| 1:11.9 | and experts in various fields like marketing, sales, hiring, and leadership to find out what's |
| 1:17.9 | really behind their success in business. |
| 1:21.1 | Now your host, the Home Service Millionaire, Tommy Mello. Welcome back to the home service expert. My name is Tommy Mello and today I have a guest visiting us from Sumter, South Carolina. |
| 1:35.3 | His name is Jim Fetter and he's an expert in small business, HVAC and franchising. |
| 1:40.3 | He started out in the air conditioning world in 92. |
| 1:47.4 | For about 23 years, he owned Jim's heating and air conditioning. |
... |
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