Episode Overview
In some ways, Goodleap Director of Business Development Erica Leonor is like a wizard. A good wizard, of course. One who helps customers unlock their options by calmly helping them discover the unseen purchasing power that was always right there in their grasp.
Leonor is a mentor for residential service companies – especially ones who have customer service representatives dealing with potential clients on the telephone who are balking at upfront pricing.
Customers can find quoted prices to be out of reach. That is, until Leonor mentions the magic password: financing.
“People will pay for the best they can afford, and people do want the best,” she says. “A lot of times, people don’t know what they want until they find out what they can have.”
Financing allows people to realize that the best is available to them.
It may seem like a secret potion, but Leonor claims it’s not.
“We need to just actually say the words of ‘Hey, I’m going to take good care of you,’” she says. “Tell people you are a service professional. That you’re an expert. Don’t assume people will think that.”
If there is a magic behind her process, Leonor says it’s a very basic one: communication.
“People communicate in different ways,” she says, “And there’s a very specific way you communicate in customer service.”
Leonor quotes George Bernard Shaw to assess where breakdown most often occurs: “The biggest problem in communication is the illusion that it has taken place.”
Erica Leonor recently joined ServiceTitan’s Jackie Aubel on the “Toolbox for the Trades” podcast, which included Leonor’s thoughts on:
[7:15] Having passion for training and development
[9:33] When customers should be notified about financing options
[15:24] How CSRs can earn your customers’ confidence
18:26] How CSRs can avoid objections from customers
[20:44] How to train employees to approach customers with financing
To hear more stories from the trades, subscribe to “Toolbox for the Trades” on Apple Podcasts, Spotify, Google, or anywhere you get podcasts.
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