Professionalism, Etiquette & The Home Improvement Industry (NOVA)
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Company Profile & Staff Retention;
A local home improvement company United Roofing & Exteriors LLC recently reached out to me. One of their Fairfax office based recruiters (I found out later) kept pinging me if I was still interested in coming in for an interview. After nine emails back and forth no contact information, POC, address of even a phone number was offered. It is very clear I was dealing with a millennial. I called the individual out for being unprofessional and lacking proper etiquette in my email. "No, to whom am I speaking? You have not supplied any contact information nor POC nor address from the beginning of this conversation. Proper etiquette certainly applies here. V/r," He then only supplied his name and location.
I applied for a sales position months ago, I had spoken to them before and it appears he had forgotten this. It's now very clear that (THEY CYCLE THROUGH SALES PEOPLE AT AN ALARMING RATE) Advise, first and foremost always always be professional, everything else is secondary. Good luck to those that look to this company for products and services. Why? Home improvement sales people have quotas they must reach monthly or else.
Sales Strategy & Margin;
The sales people know the pricing structure but will not share it with you. In other words the margin (How much they are allowed to squeeze you for). The margin affects the sales persons job, his or her commission, and status of respect in the company. The sales person facing you in your house during a sit has every intention in closing you before he or she leaves and cleaning out as much or your wallet possible. No matter how they spin it, they have only one vested interest. The higher he or she can sell the project for the more commission they will make. The margin affects two parties the salesman and you the customer. The sales person could very well make anywhere from 3% to 58% depending on the product. Can you imagine how much you would be over paying at such commission rates?
Contractor Cost Closing;
Think of home improvement as a commodity be it new windows a new deck or kitchen and bath. Never let the sales people close you on the first sit. (NEVER) Price [project cost] is somewhat in your control so you need to see all the options before signing. For example new quality vinyl windows could cost you anywhere from $250 to $2800 each and that's not a joke (FOR THE SAME WINDOW). Why do the sales people push so hard to close you during the initial visit? Do to statistics they know you calling them back to sign a contract is less than 3%.
It is important to acknowledged here that by the time the sales person is sitting in your home giving you this elaborate presentation of how great they are and everyone else sucks. You have already cost them in most cases around $250 to $600 just for the lead and to dispatch the sales person to your residence. Their absolute focus to close you could not be greater.
It is known among sale people that 'either you are closing the customer or they are closing you.' Companies train their sales staff to address all customer objections to buying during the presentation. Be aware of this as they will ask these very strategic questions and you might not even notice. So with that said home improvement sales people have refined the process down as close as they can to a science.
Use the Word No;
There are many sales closing techniques but I've always loved when the sales person says "the discount [price] is only good for today, once I walk out the door it's no good, so are you ready to move forward with your project?" The most difficult answer for them to battle is the word "No." There is no defense for it,. Never make an excuse or reason why you are not buying, just use, "No, No thanks."
I know because I have been at both ends of this industry for years. This issue really could have been any NOVA based home improvement company. So in closing,.
Shop around, use wisdom, find a referral from a friend who has used a good contractor they trust. You can even get someone to sit with you during a contractor visit that knows their business.
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